AltiGen comm MAXCS 812 MaxSupervisor Manual

MaxSupervisor™
Manual
MAX Communication Server
Release 8.0
October 6, 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...

MaxSupervisor Manual iii
Contents
CHAPTER1
Overview  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Session Licensing and License Upgrade Procedures . . . . . . 1
CDR Records Note   . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Pre-Installation Checklist  . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing MaxSupervisor on a Client System...

ivMaxSupervisor ManualTo redirect a call from queue  . . . . . . . . . . . . . . . . . .  20
To reassign call priority  . . . . . . . . . . . . . . . . . . . . . .  20
Configuring the Queue with Color-Coding and Alerts  . .  21
To assign a color to each call priority . . . . . . . . . . . . .  21
To restore alerts to the default settings  . . . . . . . . . . .  22
Viewing Group Statistics  . . . . . . . . . . . . . . . . . . . . . . .  23
Viewing Agent Statistics  . . . . . . . . . . . . . . . . . . . ....

MaxSupervisor Manual 1
CHAPTER1
Overview
MaxSupervisor is computer desktop software that runs with the 
MAX Communication Server (MAXCS) ACM systems. Using 
MaxSupervisor, supervisors of workgroup agents can monitor the 
real time status and performance of a workgroup, including calls, 
workgroup statistics, and agent state. This information can be 
stored in an internal or external CDR database for future review 
and analysis.
The supervisor has the ability to listen to calls and to barge in or 
coach...

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MaxSupervisor Manual 3
CHAPTER2
Installation
The client system must meet the following minimum 
requirements. 
Operating systems supported:
•Windows 10
•Windows 7 (32-bit or 64-bit)
•Windows 8.1 (64-bit)
System requirements:
•IBM/PC AT compatible system
•Microsoft .NET 2.0 or higher
•2 GHz CPU or faster
•1 GB available hard drive disk space
•1GB RAM
•SVGA monitor (1024 x 768) with 256 color display or better
•Keyboard and mouse
•A sound card in the computer, if using IPTalk
•MAX Communication Server ACM...

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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. From the MAXCS installation media, open the MaxSupervisor 
folder and run the Setup program. Follow the instructions on 
the screen.
3. 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 computer 
and run the...

MaxSupervisor Manual 5 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. Use the Search for Files and Folders 
feature to locate and remove all AlpInterface.dll files 
from the system.
4. Install the earlier software, as appropriate. 

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