MaxSupervisor™ Manual MAX Communication Server Release 6.0 Update2 2/2009 4504-0013-6.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc., will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v CHAPTER 1 About MaxSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Release 6.0 Update2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 1 CDR Records Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 CHAPTER 2 Installation . . . . . . . . . . . . . .
Monitoring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the Queue with Color-Coding and Alerts . . . . . . . Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Saving and Printing Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Warranty What The Warranty Covers AltiGen Communications warrants its hardware products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, AltiGen Communications will, at its sole option, repair, refund or replace the product with a like product.
not have an RMA number. The RMA number should be clearly marked on the outside of the box in which the material is being returned. For example: Attn.: RMA # 123 AltiGen Communications, Inc. 4555 Cushing Pkwy. Fremont, CA 94538 Upon authorization of return, AltiGen will decide whether the malfunctioning product will be repaired or replaced. 2.
CHAPTER 1 About MaxSupervisor The supervisor has the ability to listen to calls and to barge in or coach calls if assistance is needed. The supervisor can also re-route a call in queue, if necessary. New in Release 6.0 Update2 • All workgroups a supervisor is monitoring are displayed in a single view, making it easier to see what’s happening in all groups at once. • A graphical view (trend lines) displays workgroup statistics to help make better staffing decisions.
The system administrator can verify MaxSupervisor seat licenses in MaxAdministrator by selecting License > Client License Management.
CHAPTER 2 Installation Installation The client system must meet the following minimum requirements. • IBM/PC AT compatible system • 1GHz CPU or above (Dual Core 2GHz CPU recommended) • Windows XP Professional SP2 or Windows Vista Business Edition • 250 MB available hard drive disk space • 256 MB RAM minimum (1GB recommended) • SVGA monitor (1024 x 768) with 256 color display, or better • Keyboard and mouse • MAXCS ACC/ACM 6.0 Update2 or above running on a server accessible to this client.
3. Open the MaxSupervisor folder, and run the Setup program in that folder, following the step-by-step installation instructions as they appear on the screen. 4. Alternatively, if your system administrator has loaded MaxSupervisor on a shared network server, you can copy the files in the MaxSupervisor folder to your desktop PC, and run the MaxSupervisor Setup program. Uninstalling MaxSupervisor 1. From the Windows Start menu, select Control Panel > Add/Remove Programs to uninstall MaxSupervisor. 2.
4. Install the earlier software, as appropriate. MaxSupervisor Manual 5 Installation Note: The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location. Use the Search for Files and Folders feature to locate and remove all AlpInterface.dll files from the system.
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CHAPTER 3 Getting Started Start MaxSupervisor from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxSupervisor > MaxSupervisor. If you are connecting to the Internet through a modem connection, before you log in, establish a session connection from your PC to your local internet service provider. If you’re using a low-speed connection, the login may take some time, since a large amount of data is transferred to your desktop. Logging In 1.
2. Enter your Extension number and the Password assigned to your phone. If you want to store your login password and have it entered automatically the next time you log in to MaxSupervisor, check the Always save password check box. Note: Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depending on the duration set by your system administrator). 3. Click Sign in. A progress bar shows you the progress of the sign-in. 4.
• Choose to hide specific rows. If Show All Rows is checked, the Hide Row column is available. Check the Hide Row check box of each workgroup you don’t want to see listed in this sign-in dialog box, and then uncheck the Show All Rows option. The workgroups you want to hide are now hidden. If the Monitor column check box of any of those workgroups had been checked, they are automatically unchecked when they are hidden. 5.
See general workgroup queue and staffing information here Click Agent View tab to see detailed information on agents’ current calls and login history Tabbed pages contain various types of information related to the selected workgroup Customizing the Display You can customize the MaxSupervisor display to meet your needs in the following ways. MaxSupervisor remembers your preferences the next time you log on. • Resize panels by moving the cursor between panels until you see up and down arrows .
Dragging the Idle column to the right. Red arrows show where to release it. Getting Started • Specify the columns you want to see by right-clicking a column heading and checking or unchecking columns in the pop-up list. Checked columns will be displayed. Columns available on the Workgroup View tab. Uncheck columns you don’t want to see. • Sort columns in ascending or descending order by clicking the column heading. An ascending (first to last) or descending (last to first) arrow appears.
• Resize MaxSupervisor windows by using the standard Windows method: place the cursor at a window edge or corner, then drag the window to the size you want. • Make a tabbed page an independent view by dragging the tab away from its position on the screen (applies to the tabs in the lower part of the window only). For example, here the Agent State tab has been dragged out to make a separate resizable view: You can also make an independent tab a separate panel in MaxSupervisor.
To get the tabbed page to be an independent panel, drag it slightly above the remaining tabs until you see a rectangle across the width of MaxSupervisor, then release it. To return an independent page to its place, drag its title bar to the tabs part of the tabs area and release. MaxSupervisor Manual 13 Getting Started Agent State tab has been dragged from its place in the bottom panel and moved up to be displayed in an independent panel.
Restoring Layout Defaults To restore columns, column and tab order, windows, and so on, to their defaults, 1. Click the Configuration button opens: . The Configuration dialog box 2. Click the Restore Defaults tab, and check the Windows Layout Settings check box. 3. Click OK. 4. Restart MaxSupervisor. Minimizing and Exiting MaxSupervisor Minimize - To minimize MaxSupervisor, click the Minimize button in the top right corner of the screen. MaxSupervisor shrinks to an icon in the Windows tray: .
Error Messages The following errors may be displayed as login or connectivity errors. Error Message MAXCS connection limit has been exceeded. Description Solution Administrator must maintain the number of MaxSupervisor license keys or add additional seat licensing. Cannot connect to AltiLink. You are not connected to Please check server name MAXCS. or network connection. Check the server field (IP address or DNS name) by: 1. Pinging the network server address OR 2.
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CHAPTER 4 Using MaxSupervisor Using MaxSupervisor, you can do the following: • Monitor multiple workgroups in a single view that displays queue and staffing information for all the workgroups • View details of a selected workgroup: calls in queue, group statistics (including graph format), group voice mail, agent statistics, and agent state • Pick up and redirect queued calls • Listen to an agent’s phone call • Barge in on an agent’s phone call • Coach an agent without the caller hearing you • Record an a
If necessary, use the scroll bar to see all the fields. Hover the mouse pointer over a column name to see a full explanation The columns display the following: • WG—Workgroup number • Name—Workgroup name • CIQ—Number of calls in queue. The background color changes to red when the limits specified in the configuration are exceeded. • LQT—The length of time that the oldest call has been waiting in the queue. The background color changes to red when the limits specified in the configuration are exceeded.
• Error—Number of agents who are in the error state (offhook but not on a call) • Not Available—Number of agents who are logged in but not able to receive calls for any of a number of reasons (checking voice mail, in wrap-up, in not-ready state, in busy state, etc.) Not Available will increment only when agent is Unstaff (virtual extension). Viewing the Queues Select a workgroup in the Workgroup tab, then click the Calls in Queue tab to view queue information for the selected workgroup.
To redirect a call from queue To redirect a call from queue, select a queued call from the list, then click the Redirect button at the bottom of the tab. MaxSupervisor pops up a window that lists extensions and speed dial numbers. Click a number and click OK to redirect the call to that number. You may also type the extension or speed dial number in the Number to Forward box.
To assign a color to each call priority Choose a color from the drop-down list beside each call priority you want to color-code, and click OK. The configuration is stored locally. Using MaxSupervisor To set up queue alerts To set up queue alerts, 1. Click the Queue Alert tab in the Configuration dialog box: 2. Check Enable Queue Alert to enable the alert. 3. Choose to be alerted through a screen pop and/or an audio beep.
4. Choose to be alerted when the queue time exceeds the number of seconds you specify and/or the number of calls exceeds the number you specify. 5. Click OK. When a specified condition is met, a screen pop displays messages like the following: • "Date Time: Number of queued call(s) in Workgroup xxx exceeds y call(s)" • "Date Time: Waiting time in Workgroup xxx longer than x seconds(s)." Click OK to dismiss the pop up.
Viewing Group Statistics The Group Statistics tab displays (in both tabular and graph formats) real time workgroup activity and performance since midnight, and a summary of agent data. The statistics displayed are for workgroup calls only. Click the panel border and drag left or right to resize the panels Workgroup statistics are reset every night at midnight. Most of the statistics are self-explanatory.
Inbound Call Statistics Since Midnight Calls without Queuing Total of calls with queue duration of zero. Calls in Queue Total number of calls in queue. Total Inbound Calls Total calls that arrived. Calls Answered Total inbound calls that were answered. Calls Overflowed/ Redirected Count of calls that overflowed from the WG queue or were redirected to other destinations. Calls Abandoned Total of all types of abandoned calls in the following subcategories.
Wait Time and Talk Time Average Wait Time for Answered Calls Total Wait Time for Answered Calls divided by Total Calls Answered. Average Wait Time for Abandoned Calls Total Wait Time (Queue Duration + Ring Duration) for Abandoned Calls divided by Total Calls Abandoned. Average Talk Time Total In Talk Time divided by Total Inbound Calls Answered. Maximum Calls in Queue Peak number of calls that were in the queue. Longest Queue Time Longest time any one call was in the queue.
Saving and Printing Statistics To save agent or group statistics to a CSV (comma-separated values) file, click the Export button at the bottom of the tab and then specify a directory and file name. To print the data, click the Print button . If you are printing group statistics, the tabular data and the graph both print out. Important: Workgroup statistics are reset every night at midnight. If you do not export or print records before the reset, you cannot recover the data.
Viewing Agent State Click the Agent State tab to view the current state of the agents for the selected workgroup and to have access to the Listen, Barge In and Coach buttons. . If the agent is connected to a call, then the following is displayed: a red circle icon in the Rec column if the call is being recorded, talk time, the ID of the person at the other end of the call, and the name of that person (if available).
• [00] – Appears in the Logout Reason column in one of two situations: either agents in this workgroup are not required to provide a logout reason, or “00” is used to indicate a logout reason of “other.” • [96] – The agent’s IP extension was logged out by the system due to a network error. • [97] – The agent’s physical or IP extension changed to a virtual extension, and the system logged out the extension from the workgroup. • [98] – The supervisor logged out the agent.
Listening In When you listen in to a call, you cannot be heard. To listen in to a call 1. On the Agent State tab, click to select an agent connected to an incoming workgroup call. 2. Click the Listen button by phone or headset. to ring your extension, then listen in Alternatively, using the handset, press # 59 + + + 1. 3. When you are finished monitoring, click the Stop button at the bottom of the tab.
To coach an agent 1. On the Agent State tab, click to select an agent connected to an incoming workgroup call. 2. Click the Coach button to ring your extension, then speak to the agent through the handset. The agent hears a tone, alerting the agent that coaching has been initiated. Alternatively, using the handset, press # 59 + + + 3. 3. To exit the call, click the Stop button at the bottom of the tab.
2. Choose Start Recording. If the Insert Recording Tone option is set, both parties will hear a beep when the recording begins. Note: After a supervisor clicks on the Start Recording command to record an agent’s conversation, a recording icon is displayed in the Record column. The display remains until the call is finished or when the supervisor stops recording the call. 3. To pause recording, right-click on the conversation and choose Pause Recording. 4.
Viewing Group Voice Mail To view and handle workgroup voice mails for a workgroup, select the workgroup and click the Group VM tab. The Type column shows the state of a message: • New—Not heard yet and not marked urgent. • Urgent—Not heard yet and marked urgent. The row appears in red type. After the voice mail is listened to, the row appears in black type, and the type column displays Heard. • Heard—Listened to. • Saved—Saved as a .wav file to a preconfigured location.
• To listen to the voice mail, click the Play button. To stop it, click the Stop button. To rewind it, click the Rewind button. To fast forward, click the FFwd button. • To call the caller back, click the Return button. • To delete a selected message, click the Delete button. You are asked for confirmation. • Save—To save a selected message as a .wav file on a remote server in a location designated by the system administrator, click the Save button.
3. Optionally, you can leave an introductory message. Select the Record Introductory Message check box and follow the steps below. 4. Click OK to complete the forwarding. To record an introductory message: 1. If you select the Record Introductory Message check box, then when you click OK to complete the forward, pick up the phone hand set and you’ll hear a prompt to record the message. 2. Record the message and press the pound key (#). A confirmation appears on screen. 3.
The Agent View tab displays an agent’s extension; name; readiness state (green=idle, red=busy, orange=wrap-up, grey=unstaffed, red x=error); the duration of time in that state; the workgroup an agent is on a call for, if any; caller name if available; caller ID; talk time; DNIS; IVR data (if the user navigated through the interactive voice response system, or auto-attendant, menu resulting in either collected digits and/or data mapped by the IVR using the collected digits); and user data (notes that an agen
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Index A L agent forced login/logout 31 logon state 27 skill level 27 agent statistics 25 assigning call priority 20 auto upgrade 4 licenses 1 listening in 29 logout reason codes 28 monitoring, as supervisor 28 P B pickup call from queue printing records 26 barge in 29 C call priority 20 call recording 30 coaching 29 coaching an agent 28 color coded queue priority 20 current agent status 28 D downgrade procedure M 19 Q queue window 19 queues 19 R recording calls 30 redirect call from queue 20
forwarding 33 W workgroup queues 19 38 MaxCommunicator Manual
