Altigen MAXCS 7.0 MaxSupervisor Manual do Utilizador

MaxSupervisor™ManualMAX Communication ServerRelease 7.0October 2013

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

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 ManualOverview of the Main WindowOnce you log in to MaxSupervisor, the main window appears. This window provides views to monitor all

MaxSupervisor Manual 11Getting Started• Resize columns by placing the cursor on a column divider in the header area until you see left and right arro

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.Minimiz

MaxSupervisor Manual 15Getting StartedPlease register AlpInterface.dll (regsver32 AlpIn-terface.dll).MaxSupervisor uses this dll to communi-cate with

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

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

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 Licen

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 MaxSupervisor3. To pause recording, right-click on the conversation and choose Pause Recording.4. To end recording, righ

32 MaxSupervisor ManualThe Type column shows the state of a message:• New—Not heard yet and not marked urgent.• Urgent—Not heard yet and marked urgent

MaxSupervisor Manual 33Using MaxSupervisor• Save—To save a selected message as a .wav file on a remote server in a location designated by the system

34 MaxSupervisor ManualRecording an Introductory Message1. If you select the Record Introductory Message check box, then when you click OK to complete

MaxSupervisor Manual 35Using MaxSupervisornavigated through the interactive voice response system, or auto-attendant, menu resulting in either collec

iv MaxSupervisor ManualTo assign a color to each call priority . . . . . . . . . . . . . 21To restore alerts to the default settings . . . . . . . . .

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

38 MaxSupervisor Manual voice mailforwarding 33Wworkgroupqueues 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 Manual• The MaxSupervisor License Key has been installed and activated on the system server.Installing MaxSupervisor on a Client Syste

MaxSupervisor Manual 5InstallationDowngrade Procedure1. Go to Control Panel > Add/Remove Programs and remove MaxSupervisor 7.0 program and ALL OTH