AltiGen comm MAXCS 812 MaxSupervisor Manual
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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 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.
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 . . . . . . . . . . 4 Uninstalling MaxSupervisor . . . . . . . . . . . . . . . . . . . . . . 4 Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . 4 CHAPTER3 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Version Mismatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 If you lose connection with the server . . . . . . . . . . . . . . . 9 Overview of the Main Window . . . . . . . . . . . . . . . . . . . . 9 Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . 10 Restoring Layout Defaults . . . . . . . . . . . . . . . . . . . . . . 13 Setting the Re-Sort Interval . . . . . . . . . . . . . . . . . . . . . 14 Auto-sort Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Minimizing and Exiting MaxSupervisor . . . . . . . . . . . . . . 15 Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 CHAPTER4 Using MaxSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Monitoring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . 17 Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Callback Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 To pick up a call from queue . . . . . . . . . . . . . . . . . . . 20
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 . . . . . . . . . . . . . . . . . . . . . . . 26 Saving and Printing Statistics . . . . . . . . . . . . . . . . . . . 27 Viewing Agent State . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Listening in, Barging In, Coaching . . . . . . . . . . . . . . . . 29 Listening In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Barging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Coaching on a call . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Forced Agent Login/Logout . . . . . . . . . . . . . . . . . . . . . 32 Viewing Group Voice Mail . . . . . . . . . . . . . . . . . . . . . . 33 Displaying Local or Server Time for Messages . . . . . . . 33 Dealing with Voicemail messages . . . . . . . . . . . . . . . 34 Recording an Introductory Message . . . . . . . . . . . . . . 35 Agent View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
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 calls if assistance is needed. The supervisor can also re- route 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 ACM system. The system administrator can verify MaxSupervisor seat licenses in MaxAdministrator by selecting License > Client SEAT License Management. CDR Records Note For CDR records, there are two Service Level displays for MaxSupervisor: •Service Level = (number of calls in WG Queue – number of calls in Q over SL threshold) / number of calls in Q •Service Level since midnight = (number of answered calls – number of answered calls over SL threshold) / number of answered calls
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 8.0 running on a server accessible to this client Pre-Installation Checklist Before installing MaxSupervisor, make sure the following is done: •MAXCS ACM 8.0 has been installed 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 MaxSupervisor has local administrator rights on the client computer. •The MaxSupervisor License Key has been installed and activated on the system server.
4MaxSupervisor Manual 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 Setup program. Uninstalling MaxSupervisor To u n i n s t a l l M a x S u p e r v i s o r , 1. From the Windows Start menu, select Control Panel > Add/ Remove Programs. Choose MaxSupervisor. 2. Click Remove, and respond to any additional prompts. Automatic Upgrade Each time you start MaxSupervisor, a comparison is made with the version of MAXCS ACM that is running on the server. If updates were made on the server and your version of MaxSupervisor is out-of-date, you are prompted for upgrade permission. If you automatically upgrade, the MaxSupervisor startup is terminated and a software upgrade session begins. Restart MaxSupervisor to run the newer version. Note:For remote MaxSupervisor users outside the firewall, TCP port 10050 is required to be open to allow auto upgrade. Also, automatic upgrade over the Internet requires the sending of 15 MB files over the WAN, which may take some time, to perform the automatic update. Downgrade Procedure 1. Go to Control Panel > Add/Remove Programs and remove MaxSupervisor 8.0 program and ALL OTHER 8.0 client
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.