MaxSupervisor™ Manual MAX Communication Server Release 7.
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 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Session Licensing and License Upgrade Procedures . . . . . 1 CDR Records Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 2 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . . . . . . . . . . . Installing MaxSupervisor on a Client System Uninstalling MaxSupervisor . . . . . . . . . . . .
To assign a color to each call priority . . To restore alerts to the default settings Viewing Group Statistics . . . . . . . . . . . . Viewing Agent Statistics . . . . . . . . . . . . Saving and Printing Statistics . . . . . . . . Viewing Agent State . . . . . . . . . . . . . . . Listening in, Barging In, Coaching . . . . . Listening In . . . . . . . . . . . . . . . . . . . Barging In . . . . . . . . . . . . . . . . . . . . Coaching on a call . . . . . . . . . . . . . . . Recording Calls . . . . . . . . . .
CHAPTER 1 Overview The supervisor has the ability to listen to calls and to barge in or coach calls if assistance is needed. The supervisor can also reroute a call in queue, if necessary. Session Licensing and License Upgrade Procedures MaxSupervisor requires that a MaxSupervisor seat license or session license be installed at the MAXCS ACC/ACM system. The system administrator can verify MaxSupervisor seat licenses in MaxAdministrator by selecting License > Client SEAT License Management.
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CHAPTER 2 Installation Installation The client system must meet the following minimum requirements. Operating systems supported: • Windows XP Professional SP3 • Windows 2008 (32-bit or 64-bit) • Windows 7 (32-bit or 64-bit) • Windows 8 (64-bit) System requirements: • IBM/PC AT compatible system • Microsoft .NET 2.
• The MaxSupervisor License Key has been installed and activated on the system server. Installing MaxSupervisor on a Client System When the above items are done, follow these steps on the client machine: 1. Close all Windows applications. 2. Insert the MAX Communication Server Clients CD into the CD ROM drive. 3. Open the MaxSupervisor folder and run the Setup program, following the instructions on the screen. 4.
Downgrade Procedure Go to Control Panel > Add/Remove Programs and remove MaxSupervisor 7.0 program and ALL OTHER 7.0 client applications (including MaxAgent, MaxCommunicator, MaxOutlook, AltiConsole and CDR Search). 2. Reboot your system. 3. Go to “:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. Note: The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location.
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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 computer 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. 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. Getting Started • Choose to see all rows.
Overview of the Main Window Once you log in to MaxSupervisor, the main window appears. This window provides views to monitor all the workgroups you selected. You can customize the MaxSupervisor display: select only the columns you need, rearrange the columns and tabs to suit your needs, and sort in ascending and descending order.
• Resize columns by placing the cursor on a column divider in the header area until you see left and right arrows . Then click and drag left or right to resize the columns. • Rearrange columns by clicking and dragging a column name to the location you want. • Specify the columns you want to see by right-clicking a column heading and checking or unchecking columns in the list. Checked columns will be displayed. Columns available on the Workgroup View tab. Uncheck columns you don’t want to see.
Ascending order Descending order • 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).
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. Restoring Layout Defaults To restore columns, column and tab order, windows, and so on, to their defaults, 1. Click the Configuration button.
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. To open the MaxSupervisor window again, double-click the MaxSupervisor icon (or right-click it and choose MaxSupervisor.
Error Message Solution Please register AlpInterface.dll (regsver32 AlpInterface.dll). MaxSupervisor uses this dll to communicate with MAXCS. It should be registered in the user’s system. Re-register this file. Type in DOS command window, regsver32 AlpInterface.dll Change directory to MaxSupervisor directory, type regsver32 AlpInterface.dll 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 phone call • Barge in on an agent’s phone call • Coach an agent without the caller hearing you • Record 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 Redirect 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 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. MaxSupervisor Manual 21 Using MaxSupervisor 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.
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.
Service Level % Percentage of calls in queue answered before SLT time is reached. All Calls with Wait Time less than SLT Number of calls with queue duration with wait time less than SLT, whether answered, abandoned, or otherwise terminated. Wait Time and Talk Time Average Wait Time for Answered Calls Total Wait Time for Answered Calls divided by Total Calls Answered.
You can sort the agents in ascending or descending order by type of statistic. To do so, click a statistics category on the left. The agents get rearranged according to your selection. For example, if you click “Total WG In Calls Answered”, you would see something like the following: Notice that the chosen category above displays a descending arrow. So the first agent displayed here answered the most calls, and the last agent displayed answered the least.
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 to ring your extension, then listen in by phone or headset. Alternatively, using the handset, press # 59 + + + 1. 3. When you are finished monitoring, click the Stop button at the bottom of the tab.
Alternatively, using the handset, press # 59 + + + 3. 3. To exit the call, click the Stop button at the bottom of the tab. The Stop button becomes available on the tab after you click Coach. Recording Calls A supervisor can record conversations between a workgroup agent and a customer. Recorded conversations can then be played back through voice mail or accessed at a centralized location, depending on how your system is set up.
3. To pause recording, right-click on the conversation and choose Pause Recording. 4. To end recording, right-click on the conversation and choose Stop Recording. If your system records to a centralized location, contact your administrator for access. If the system is set to save the recording to your voice mail, you can listen to the recording through the AltiGen Voice Mail System.
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. 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.
• 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. No file saving dialog box opens, but the message is saved in the specified location. • Export—To save a selected message as a .wav file in a directory that you specify and with a name that you specify, click the Export button. A file saving dialog box opens. Choose a directory, name the .wav file, and click OK.
Recording 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. Click OK to confirm and complete the action. To attach a note: To add a note to accompany a voice mail, click in the Note field and type your note.
navigated through the interactive voice response system, or autoattendant, menu resulting in either collected digits and/or data mapped by the IVR using the collected digits); and user data (notes that an agent attached to the call). 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.
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Index A L agent forced login/logout 31 logon state 27 skill level 27 agent statistics 25 sorting 26 assigning call priority 20 auto upgrade 4 licenses 1 listening in 29 logout reason codes B pickup call from queue 19 printing records 26 M monitoring, as supervisor 28 P barge in 29 Q C queue window 19 queues 19 call priority 20 call recording 30 coaching 28, 29 color coded queue priority current agent status 28 20 20 S 5 E error messages 14 exporting statistics 26 F forced agent login/logo
voice mail forwarding 33 W workgroup queues 19 38 MaxSupervisor Manual
