Altigen MAXCS 7.0 Update 1 MaxSupervisor Manuel d'utilisateur

MaxSupervisor™ManualMAX Communication ServerRelease 7.0 Update 1April 3, 2014

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MaxSupervisor Manual 7Getting StartedCHAPTER3Getting StartedStart MaxSupervisor from the Microsoft Windows Start menu, by choosing Start > All Pro

8 MaxSupervisor ManualIf you want to store your login password and have it entered automatically the next time you log in to MaxSupervisor, check the

MaxSupervisor Manual 9Getting Starteduncheck the Show All Rows option. The workgroups you want to hide are now hidden. If the Monitor column check bo

10 MaxSupervisor ManualCustomizing the DisplayYou can customize the MaxSupervisor display to meet your needs in the following ways. MaxSupervisor reme

MaxSupervisor Manual 11Getting Started• Specify the columns you want to see by right-clicking a column heading and checking or unchecking columns in

12 MaxSupervisor Manual• Resize MaxSupervisor windows by using the standard Windows method: place the cursor at a window edge or corner, then drag the

MaxSupervisor Manual 13Getting StartedTo get the tabbed page to be an independent panel, drag it slightly above the remaining tabs until you see a re

14 MaxSupervisor Manual2. Click the Restore Defaults tab, and check the Windows Layout Settings check box.3. Click OK.4. Restart MaxSupervisor.Setting

MaxSupervisor Manual 15Getting StartedMinimizing and Exiting MaxSupervisorMinimize - To minimize MaxSupervisor, click the Minimize button in the top

WARNING!Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently

16 MaxSupervisor ManualThe version of Max-Supervisor on your desktop is out of date.The installed version of MaxSupervisor does not match the version

MaxSupervisor Manual 17Using MaxSupervisortCHAPTER4Using MaxSupervisorUsing MaxSupervisor, you can do the following:• Monitor multiple workgroups in

18 MaxSupervisor ManualThe columns display the following:• WG—Workgroup number • Name—Workgroup name• CIQ—Number of calls in queue. The background col

MaxSupervisor Manual 19Using MaxSupervisor• Error—Number of agents who are in the error state (offhook but not on a call)• Not Available—Number of ag

20 MaxSupervisor ManualTo redirect a call from queueTo redirect a call from queue, select a queued call from the list, then click Redirect at the bott

MaxSupervisor Manual 21Using MaxSupervisorTo assign a color to each call priorityChoose a color from the drop-down list beside each call priority you

22 MaxSupervisor Manual4. Choose to be alerted when the queue time exceeds the number of seconds you specify and/or the number of calls exceeds the nu

MaxSupervisor Manual 23Using MaxSupervisorYou can select the data you want to see graphed from the drop-down list below the graph. You can select a t

24 MaxSupervisor ManualInbound Call Statistics Since MidnightCalls without QueuingTotal of calls with queue duration of zero.Calls in Queue Total numb

MaxSupervisor Manual 25Using MaxSupervisorIn Talk Time is defined as: Sum of talk duration of incoming answered workgroup calls. Talk duration lasts

MaxSupervisor Manual iiiContentsCHAPTER 1Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1Session Licens

26 MaxSupervisor ManualYou can sort the agents in ascending or descending order by type of statistic. To do so, click a statistics category on the lef

MaxSupervisor Manual 27Using MaxSupervisorViewing Agent StateClick the Agent State tab to view the current state of the agents for the selected workg

28 MaxSupervisor Manual• [00] – Appears in the Logout Reason column in one of two situations: either agents in this workgroup are not required to prov

MaxSupervisor Manual 29Using MaxSupervisorListening InWhen you listen in to a call, you cannot be heard.To listen in to a call,1. On the Agent State

30 MaxSupervisor ManualAlternatively, using the handset, press # 59 + <agent extension> + <workgroup password> + 3.3. To exit the call, cl

MaxSupervisor Manual 31Using MaxSupervisorNote: After a supervisor clicks on the Start Recording command to record an agent’s conversation, a recordi

32 MaxSupervisor ManualViewing Group Voice MailTo view and handle workgroup voice mails for a workgroup, select the workgroup and click the Group VM t

MaxSupervisor Manual 33Using MaxSupervisorTo adjust the voicemail time display, 1. Click the Configuration button to open the Configuration dialog bo

34 MaxSupervisor Manual1. Select the voice mail and click the Forward button. The Select Target dialog box opens:2. Check the check box next to the gr

MaxSupervisor Manual 35Using MaxSupervisorAgent ViewThe Agent View tab shows all agents that belong to at least one of the workgroups you’re monitori

iv MaxSupervisor ManualConfiguring the Queue with Color-Coding and Alerts . . 20To assign a color to each call priority . . . . . . . . . . . . . 21To

36 MaxSupervisor ManualIf an agent belongs to a workgroup that you’re not monitoring in the current session, that workgroup is not shown here. You can

MaxSupervisor Manual 37IndexAagentforced login/logout 31logon state 27skill level 27agent statistics 25sorting 26assigning call priority 20auto upgr

38 MaxSupervisor Manual voice mailforwarding 33show server or local time 32Wworkgroupqueues 19

MaxSupervisor Manual 1OverviewCHAPTER1OverviewMaxSupervisor is computer desktop software that runs with the MAX Communication Server (MAXCS) ACC and

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MaxSupervisor Manual 3InstallationCHAPTER2InstallationThe client system must meet the following minimum requirements. Operating systems supported:• W

4 MaxSupervisor ManualInstalling MaxSupervisor on a Client SystemWhen the above items are done, follow these steps on the client machine:1. Close all

MaxSupervisor Manual 5InstallationMaxCommunicator, MaxOutlook, AltiConsole and CDR Search).2. Reboot your system.3. Go to “<local drive>:Progra