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About MaxAgent for Lync
MaxAgent for Lync is a Windows desktop application that allows
workgroup agents to manage workgroup calls from their computers. It
gives agents direct access to call handling and other functions, including
the following:
• Viewing caller data (for example, IP address, account number, credit
card number, name, and so on) sent with an incoming call
• Viewing queue data and other workgroup-related statistics, agent's
performance, and member login/logout
• Exporting and printing workgroup queue and performance data
Call information can be stored to an internal or external CDR database for
future review and analysis.
MaxAgent for Lync integrates MaxAgent and Microsoft Lync Client and
runs them side by side, so that you can easily use the two of them together.
When you log in to MaxAgent, Lync opens too (if it isn't already open);
when you close MaxAgent, Lync closes too.
You use MaxAgent for workgroup calls; you use Lync for instant
messaging, call transfers, conference calls, and placing calls on hold. The
two applications are synchronized for status/activity and work together in
other ways.
Operation Notes
• MaxAgent does not display personal calls
• Only single-call handing is available for the agent
• When a workgroup call is transferred, it changes to a personal call;
conference calls also become personal calls
Licensing
MaxAgent for Lync requires a MaxAgent for Lync seat license for each
user.
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H A P T E R
MaxAgent for Lync Manual
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