AltiGen comm MAXCS 810 MaxInsight Manual

							MaxInsight™
Manual
MAX Communication Server
Release 8.0
September 2015 
						

							  
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., has 
designed security features into its products, it is your sole 
responsibility to use the security features and to establish security 
practices within your company, including training, security 
awareness, and call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen 
Communications, Inc., will not be liable for technical or editorial 
errors or omissions contained within the documentation. The 
information contained in this documentation is subject to change 
without notice.
This documentation may be used only in accordance with the 
terms of the AltiGen Communications, Inc., License Agreement.
AltiGen Communications, Inc.
679 River Oaks Parkway
San Jose, CA 95134
Telephone:    888-AltiGen (258-4436)
Fax:               408-597-9020
E-mail:          [email protected]
Web site:       www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator, 
MaxCommunicator, MaxAgent, MaxSupervisor, MaxInSight, 
MaxOutlook, MaxCall, Enterprise Manager, AltiServ, AltiLink, 
AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-Mobile Extension, 
InTouch Dialer, AltiReport, and SuperQ are trademarks or 
registered trademarks of AltiGen Communications, Inc.
All other brand names mentioned are trademarks or registered 
trademarks of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 2015. All rights 
reserved. 
						

							MaxInSight Manual iii
Contents
CHAPTER 1
Overview and Installation  . . . . . . . . . . . . . . . . . .  1
Licensing  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
System Requirements  . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Pre-Installation Checklist  . . . . . . . . . . . . . . . . . . . . . . . . 2
Installing MaxInSight on a Client System   . . . . . . . . . . . . 2
Uninstalling MaxInSight . . . . . . . . . . . . . . . . . . . . . . . . . 3
CHAPTER 2
Getting Started   . . . . . . . . . . . . . . . . . . . . . . . . . .  5
Logging In  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
When Connection Is Broken. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
The MaxInSight Main Window   . . . . . . . . . . . . . . . . . . . . 6
Making Workgroups Available for Monitoring   . . . . . . . . . . 7
Arranging the Display  . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Changing the Skin   . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
CHAPTER 3
Configuring Data Displays  . . . . . . . . . . . . . . . . .  13
Configuring Workgroup Data Displays  . . . . . . . . . . . . . . 13
Configuring for a Single Row-Type Display . . . . . . . . . . . . . . . 13
Configuring Simultaneous Row-Type Views of Multiple Groups . 
16
Configuring Other Data Displays . . . . . . . . . . . . . . . . . . 17
Gauge View  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Time Line View  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Bar Views - Vertical and Horizontal  . . . . . . . . . . . . . . . . . . . . . 20
Changing the Parameters of a View   . . . . . . . . . . . . . . . 24
Configuring Alerts  . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Clearing an Alert Threshold Configuration  . . . . . . . . . . . . . . . . 27
List of Fields   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 
						

							ivMaxInSight Manual 
						

							MaxInSight Manual 1
CHAPTER 1
Overview and Installation
AltiGen MaxInSight is a workgroup performance application. It 
provides call center managers and agents with the ability to track 
workgroup status and performance data from a wall-mounted LCD 
panel or from their computers.
MaxInSight includes the ability to see the following for single or 
multiple workgroups:
•Real-time queue status 
•Real-time workgroup resource status
•Daily operation results
•Trends of data over time
Users can configure:
•Several types of data displays, or views
•Alerting thresholds
•The display interval for different workgroups’ statuses when 
those workgroups are configured into in a single template
•Character font size and color
•The MaxInSight skin
Licensing
MaxInSight requires an AltiGen MaxInSight session license. 
System Requirements
The client system must meet the following minimum 
requirements.
Operating Systems supported:
•Windows 10
•Windows 7 with SP1 (32-bit or 64-bit)
•Windows 8.1 (64-bit) 
						

							2MaxInSight Manual System Requirements:
•IBM/PC AT compatible system
•1 GHz CPU or faster
•1 GB available hard drive disk space
•1 GB RAM
•SVGA monitor (1024 x 768) with 256 color display, or better
•Keyboard and mouse
•MAX Communication Server ACM 8.0 running on a server 
accessible to this client.
Pre-Installation Checklist
Before installing MaxInSight, make sure the following is done:
•MAXCS ACM 8.0 has been installed on the system server.
•The MaxInSight License Key has been installed and activated 
on the system server.
•TCP/IP is enabled on both machines.
•The client is able to connect to the server on the network.
•The person installing MaxInSight has local administrator rights 
on the client computer.
Installing MaxInSight on a Client System
When the above items are done, follow these steps on the client 
machine:
1. Close all Windows applications.
2. On the MAXCS 8.0 installation media, open the MaxInSight 
folder
3. Run Setup, following the installation instructions on the 
screen.
Alternatively, if your system administrator has loaded MaxInSight 
on a shared network server, you can copy the files in the 
MaxInSight folder to your desktop computer, and run the 
MaxInSight Setup program. 
						

							MaxInSight Manual 3
Uninstalling MaxInSight
1. From the Windows Start menu, select Control Panel > Add/
Remove Programs > MaxInSight 8.0 to uninstall 
MaxInSight.
2. Click Remove, and respond to any additional prompts. 
						

							4MaxInSight Manual 
						

							MaxInSight Manual 5
CHAPTER 2
Getting Started
Start MaxInSight from the Microsoft Windows Start menu, by 
choosing Start > All Programs > MaxInSight > MaxInSight.
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. If this is your first login to this MAX Communication Server 
ACM system, enter the system server’s IP address or the name 
of the system server you will be using. To obtain the server 
name or IP address, ask your system administrator.
(Subsequently, when you log in, you’ll see the IP address in 
the Server field.)
2. Enter your Extension number and Password assigned to 
your phone. (You can also log in as a workgroup or a 
huntgroup.) 
						

							6MaxInSight ManualIf you want to store your login password and have it entered 
automatically the next time you log in to MaxInSight, check 
the Always save password check box. 
3. Click Sign in or press the Enter key. (To back out of logging 
in, press the Esc key.) The Choose Data Source dialog box 
opens.
4. Select a log service. Only enabled and connected log servers 
can be selected. (The number of entries listed in the Choose 
Data Source dialog box depends on the number of logger 
servers installed with the MAX Communication Server.) 
Note: If MaxInsight is running behind NAT, you must double- 
click the data source entry and enter the IP address to access 
the logger service.
When Connection Is Broken
When a connection with the phone server is broken, a message 
box pops up letting you know. After you click OK in the message 
box, the application closes, and you will need re-launch it.
The MaxInSight Main Window
Once you log in to MaxInSight, a blank main window appears. It 
has a menu bar at the top, containing Configure, Add, View, and 
Help menus. The figure below shows the Configure menu.