AltiGen comm MAXCS 812 MaxSupervisor Manual

MaxSupervisor Manual 27 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. If you click the...

28MaxSupervisor Manual
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.
This tab shows if the agent is logged in or out and whether the 
agent is available for a call (a green dot means available, a red dot 
means not available). It displays the agent’s extension and name, 
the agent’s state (such as busy, available, wrap-up), and the skill 
level assigned to the agent. 
If the...

MaxSupervisor Manual 29
•[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.
•[99] –...

30MaxSupervisor Manual
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.
The Stop button becomes available on the tab after you click 
Listen....

MaxSupervisor Manual 31 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.
Note:The system administrator must have enabled...

32MaxSupervisor ManualNote:After a supervisor clicks on the Start Recording 
command to record an agent’s conversation, a 
recording icon appears in the Record column. It 
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. To end recording, right-click on the conversation and choose 
Stop Recording. If your system records to a centralized 
location, contact your administrator for...

MaxSupervisor Manual 33
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.
The...

34MaxSupervisor Manual To adjust the voicemail time display, 
1. Click the Configuration button to open the Configuration 
dialog box, then click the Restore Defaults tab. 
2. For the Voicemail Timestamp options, click either Server 
Time or Local Time. Click OK.
Dealing with Voicemail messages
Select the message and use the voice mail command buttons at 
the bottom of the Group VM tab. 
•To listen to the voice mail, click the Play button. To stop it, 
click the Stop button. To rewind it, click the...

MaxSupervisor Manual 35 1. Select the voice mail and click the Forward button. The 
Select Target dialog box opens:
2. Check the check box next to the group(s) and/or 
extension(s) to which you want to forward the message. 
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.
Recording an Introductory Message
1. If you select the Record Introductory Message check 
box, then when you...

36MaxSupervisor Manual
Agent View
The Agent View tab shows all agents that belong to at least one 
of the workgroups you’re monitoring. If the agent is on more than 
one call, only the active calls information is shown. 
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. 
The Agent View tab displays an agent’s...