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MaxSupervisor™Manual12/2010

6 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 7Getting Started• Choose to hide specific rows. If Show All Rows is checked, the Hide Row column is available. Check the Hide Ro

8 MaxSupervisor ManualCustomizing the DisplayYou can customize the MaxSupervisor display to meet your needs in the following ways. MaxSupervisor remem

MaxSupervisor Manual 9Getting Started• Specify the columns you want to see by right-clicking a column heading and checking or unchecking columns in t

10 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 11Getting StartedTo get the tabbed page to be an independent panel, drag it slightly above the remaining tabs until you see a re

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

MaxSupervisor Manual 13Getting StartedError MessagesThe following errors may be displayed as login or connectivity errors. Error Message Description

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MaxSupervisor Manual 15Using MaxSupervisortCHAPTER4Using MaxSupervisorUsing MaxSupervisor, you can do the following:• Monitor multiple workgroups in

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

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

MaxSupervisor Manual 17Using MaxSupervisor• Error—Number of agents who are in the error state (offhook but not on a call)• Not Available—Number of ag

18 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 19Using MaxSupervisorTo assign a color to each call priorityChoose a color from the drop-down list beside each call priority you

20 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 21Using MaxSupervisorViewing Group StatisticsThe Group Statistics tab displays (in both tabular and graph formats) real time wor

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

MaxSupervisor Manual 23Using MaxSupervisorIn Talk Time is defined as: Sum of talk duration of incoming answered workgroup calls. Talk duration lasts

24 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 25Using MaxSupervisorViewing Agent StateClick the Agent State tab to view the current state of the agents for the selected workg

MaxCommunicator Manual iiiContentsCHAPTER 1About MaxSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Session Licensing and

26 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 27Using MaxSupervisorTo listen in to a call1. On the Agent State tab, click to select an agent connected to an incoming workgrou

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

MaxSupervisor Manual 29Using MaxSupervisor4. To end recording, right-click on the conversation and choose Stop Recording. If your system records to a

30 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 31Using MaxSupervisor• To listen to the voice mail, click the Play button. To stop it, click the Stop button. To rewind it, clic

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

MaxSupervisor Manual 33Using MaxSupervisorThe Agent View tab displays an agent’s extension; name; readiness state (green=idle, red=busy, orange=wrap-

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MaxCommunicator Manual 35IndexAagentforced login/logout 29logon state 25skill level 25agent statistics 23sorting 24assigning call priority 18auto up

iv MaxCommunicator ManualViewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Saving and Printing Statistics

36 MaxCommunicator Manual Wworkgroupqueues 17

MaxSupervisor Manual 1OverviewCHAPTER 1About MaxSupervisorMaxSupervisor is PC desktop software that runs with AltiGen’s MaxACD for Lync. Using MaxSup

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

4 MaxSupervisor Manual1. Exit all Windows applications.2. Insert the MaxACD Clients CD into the CD ROM drive.3. Open the MaxSupervisor folder, and run

MaxSupervisor Manual 5Getting StartedCHAPTER 3Getting StartedStart MaxSupervisor from the Microsoft Windows Start menu, by choosing Start > All Pr