MaxSupervisor™ for Lync User Manual MaxACD Release 6.5.
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 CHAPTER 1 About MaxSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Session Licensing and License Upgrade Procedures . . . . . . . . . . . 1 CDR Records Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 2 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dealing with Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Agent View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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. Note: A supervisor cannot see nor access an agent’s non-workgroup calls. Session Licensing and License Upgrade Procedures MaxSupervisor requires a MaxSupervisor seat license for each user.
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CHAPTER 2 Installation Installation The client system must meet the following minimum requirements. • IBM/PC AT compatible system • Microsoft .NET 2.
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 To uninstall MaxSupervisor, 1. From the Windows Start menu, select Control Panel > Add/Remove Programs. 2.
CHAPTER 3 Getting Started Start MaxSupervisor from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxSupervisor > MaxSupervisor. Note: 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.
5. Check the Save workgroup password check box if you want to store the passwords so you don’t have to type them the next time you log in. 6. Click Sign in. It takes some time to populate the call information in the agent state when MaxSupervisor first starts up. Version Mismatch Dialog Box Restart MaxSupervisor to run the newer version. (See “Automatic Upgrade” on page 4 for more details.
See general workgroup queue and staffing information here Click the 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 panels.
Dragging the Idle column to the right; red arrows show where to release it • Specify the columns you want to see by right-clicking a column Getting Started 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.
1. Click the Configuration button . 2. Click the Restore Defaults tab, and check the Windows Layout Settings check box. Click OK. 3. 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: . To open the MaxSupervisor window again, double-click the MaxSupervisor icon (or right-click it and choose MaxSupervisor.
Error Message Description Solution Check the server field (IP address or DNS name) by: Cannot connect to AltiLink. Please check server name or network connection. You are not connected to MaxACD. Please register AlpInterface.dll (regsver32 AlpInterface.dll). MaxSupervisor uses this dll to communicate with MaxACD. It should be registered in the user’s system. You have entered an invalid password. Please try again. The password is incorrect. Enter your extension password.
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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 workgroup phone call • Barge in on an agent’s workgroup phone call • Coach an agent without the caller hea
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 • CIQ > SL% – The percentage of calls in the queue that has been waiting longer than the MaxACD-defined service level •
For each call in queue, the Queue tab displays the call ID (this is the queue position if call priority queuing is not enabled; if calls are distributed based on priority rules, ID identifies the order in which the call entered the workgroup but not necessarily the order in which it will be answered), workgroup number, caller ID, caller name if available, the number dialed by the caller (DNIS), queue time, servicing priority, length of time the caller has been waiting in the queue since the last priority ch
Note: The Allow Redirect Call / Change Priority setting in MaxACD Administrator (Workgroup Configuration > Queue Management tab) must be checked for your extension before you can change call priority. Configuring the Queue with Color-Coding and Alerts You can assign different colors to different call priorities and be alerted when the queue reaches specified limits. To do so, click the Configuration button .
Setting 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. 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.
2. Check the Priority Colors and Queue Alert Settings check box. Click OK. 3. Restart MaxSupervisor. 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.
- Abandoned in Queue Count of callers who hung up while in queue listening to music or queue greeting. - Abandoned during Ring Count of caller hang ups while ringing a WG agent. - Abandoned to Voice Mail Total of all calls abandoned to VM. *Leave Voice Mail Count of calls abandoned to voice mail by caller pressing a digit or by the system automatically redirecting caller to voice mail where caller leaves a message.
In Talk Time is defined as: Sum of talk duration of incoming answered workgroup calls. Talk duration lasts from the time an agent answers the call until the time the call is disconnected, parked or transferred. (Hold time is not included in talk time.) Outbound Talk Time is defined as: Sum of talk duration of connected outbound workgroup calls. Talk duration lasts from the time the call is connected until the time the call is disconnected, parked or transferred. (Hold time is not included in talk time.
Saving and Printing Statistics To save agent or group statistics to a CSV (comma-separated values) file, click the Export button directory and file name. at the bottom of the tab and then specify a 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 daily at midnight. If you do not export or print records before then, you cannot recover the data.
• [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.
3. When you are finished monitoring, click the Stop button. The Stop button becomes available on the tab after you click Listen. Barging In You can barge into a workgroup agent call and enter the conversation in progress. 1. On the Agent State tab, click to select an agent connected to an incoming workgroup call. 2. Click the Barge In button to ring your extension, then speak to the agent and caller through the handset.
WARNING: Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws. 1. On the Agent State tab, right-click the agent call to open a menu. 2. Choose Start Recording. If the Insert Recording Tone option is set, both parties will hear a beep when the recording begins.
• To log an agent out of a workgroup, right-click a workgroup row and choose Log Out This Agent. • To log out all agents, right-click a workgroup row and choose Log Out All Agents. • To log all agents in to a workgroup, right-click a workgroup row and choose Log In All Agents. Using MaxSupervisor Viewing Group VoiceMail To view and handle workgroup voice mails for a workgroup, select the workgroup and click the Group VM tab.
• Saved – Saved as a .wav file to a preconfigured location. The caller’s name is shown, if available, and the caller’s phone number, the date and time the message was left, and the length (duration) of the message. The Progress column shows your progress through the message when you listen to it. (The progress column does not reflect fast forwarding or rewinding.) The Note column gives you a place to type a note about the voice mail. Just click in the column and type your note.
You can click a call and use the Listen, Barge In, and Coach buttons at the bottom of the Agent View tab. You can right-click a call to access the Recording pop-up menu. When a call is being recorded, a recording icon appears in the Rec column. Click the plus sign on an agent row to see the agent’s workgroups and the agent’s login/logout information for each workgroup, plus the agent’s assigned skill level. In the figure below, the row for agent Wendy Sanders has been expanded.
Within the expanded login/logout display you can right-click a row to log the agent in to or out of that one workgroup or all the agent’s workgroups. See the next figure.
Index A logout reason codes agent forced login/logout 26 logon state 23 skill level 23 agent statistics 22 sorting 22 assigning call priority 17 auto upgrade 4 M monitoring, as supervisor pickup call from queue 17 printing records 23 Q barge in 25 queue window 16 queues 16 C R call priority 17 call recording 25 coaching 25 coaching an agent 24 color coded queue priority current agent status 24 recording calls 25 18 error messages 12 exporting statistics 23 F forced agent login/logout 26 G 20
