Altigen AltiSupervisor Especificações

MaxSupervisor™ManualMAX Communication ServerRelease 6.0Update22/2009 4504-0013-6.0 Update2

4 MaxSupervisor Manual3. Open the MaxSupervisor folder, and run the Setup program in that folder, following the step-by-step installation instructions

MaxSupervisor Manual 5InstallationNote: The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location. Use

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MaxSupervisor Manual 7Getting StartedCHAPTER 3Getting StartedStart MaxSupervisor from the Microsoft Windows Start menu, by choosing Start > All Pr

8 MaxSupervisor Manual2. Enter your Extension number and the Password assigned to your phone.If you want to store your login password and have it ente

MaxSupervisor Manual 9Getting Started• Choose to hide specific rows. If Show All Rows is checked, the Hide Row column is available. Check the Hide Ro

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

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

14 MaxSupervisor ManualRestoring Layout DefaultsTo restore columns, column and tab order, windows, and so on, to their defaults, 1. Click the Configur

MaxSupervisor Manual 15Getting StartedError MessagesThe following errors may be displayed as login or connectivity errors. Error Message Description

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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 the Redirect button

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 MaxSupervisorViewing Group StatisticsThe Group Statistics tab displays (in both tabular and graph formats) real time wor

MaxCommunicator Manual iiiContentsWarranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vCHAPTER 1About Max

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

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

26 MaxSupervisor ManualSaving and Printing StatisticsTo save agent or group statistics to a CSV (comma-separated values) file, click the Export button

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 call1. On the Agent State t

30 MaxSupervisor ManualTo coach an agent1. On the Agent State tab, click to select an agent connected to an incoming workgroup call.2. Click the Coach

MaxSupervisor Manual 31Using MaxSupervisor2. Choose Start Recording. If the Insert Recording Tone option is set, both parties will hear a beep when t

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 MaxSupervisor• To listen to the voice mail, click the Play button. To stop it, click the Stop button. To rewind it, clic

iv MaxCommunicator ManualMonitoring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Viewing the Queues . . . . . . . . .

34 MaxSupervisor Manual3. Optionally, you can leave an introductory message. Select the Record Introductory Message check box and follow the steps bel

MaxSupervisor Manual 35Using MaxSupervisorThe Agent View tab displays an agent’s extension; name; readiness state (green=idle, red=busy, orange=wrap-

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MaxCommunicator Manual 37IndexAagentforced login/logout 31logon state 27skill level 27agent statistics 25assigning call priority 20auto upgrade 4Bba

38 MaxCommunicator Manual forwarding 33Wworkgroupqueues 19

MaxSupervisor Manual vWarrantyWhat The Warranty CoversAltiGen Communications warrants its hardware products to be free from defects in material and w

vi MaxSupervisor Manualnot have an RMA number. The RMA number should be clearly marked on the outside of the box in which the material is being return

MaxSupervisor Manual 1OverviewCHAPTER 1About MaxSupervisorMaxSupervisor is PC desktop software that runs with the MAX Communication Server (MAXCS) AC

2 MaxSupervisor ManualThe system administrator can verify MaxSupervisor seat licenses in MaxAdministrator by selecting License > Client License Man

MaxSupervisor Manual 3InstallationCHAPTER 2InstallationThe client system must meet the following minimum requirements.• IBM/PC AT compatible system•