AltiGen comm MAXCS 812 MaxSupervisor Manual

							MaxSupervisor Manual 7
CHAPTER3
Getting Started
Start MaxSupervisor from the Microsoft Windows Start menu, by 
choosing Start > All Programs > MaxSupervisor > 
MaxSupervisor.
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 the first login to this MAXCS ACM system, enter the 
system server’s IP address or name of the system server you 
will be using. To obtain the server name or IP address, ask 
your IT administrator. (Subsequently, when you log in, you’ll 
see the IP address in the Server Name field.)
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. 
						

							8MaxSupervisor ManualNote: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. In the dialog box, select the workgroup(s) you want to 
monitor, and enter a password for each workgroup.
In this dialog box, you can: 
•Sort the Workgroup column in ascending or 
descending order by clicking the column heading (it’s 
a toggle). 
•Resize a column by dragging a column edge to make 
the column wider or narrower.
•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  
						

							MaxSupervisor Manual 9
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.
•Choose to see all rows. To see all workgroups listed 
again, check the Show All Rows option. 
MaxSupervisor remembers the Hide Row check 
boxes you checked and retains those checks.
5. Check the Save workgroup password check box, if you 
want to store the passwords so you don’t have to type them 
the next time you log in.
6. Click Sign in. A progress bar shows you the progress of the 
sign-in. It takes some time to populate the call information in 
the agent state when MaxSupervisor first starts up.
Version Mismatch 
If your version of MaxSupervisor doesn’t match the version of 
MAXCS on the system server, you are prompted for upgrade 
permission when you try to log in. If you allow upgrade at this 
time, the MaxSupervisor startup is terminated and a software 
upgrade session is started. Restart MaxSupervisor to run the 
newer version. (See “Automatic Upgrade” on page 4 for more 
details.)
If you lose connection with the server
When a connection with the phone server is broken, a message 
asks if you want to connect again. Click Yes to restore the 
connection without you having to go through the log-in process 
again.
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. 
						

							10MaxSupervisor Manual
Customizing the Display
You can customize the MaxSupervisor display to meet your needs 
in the following ways. MaxSupervisor remembers your preferences 
the next time you log on.
•Resize panels by moving the cursor between panels until you 
see up and down arrows. Then click and drag up or down to 
resize the panels.
•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.
See general workgroup queue and staffing information here
Tabbed pages contain various types of information 
related to the selected workgroup
Click Agent View tab to see detailed information on agents’ 
current calls and login history 
						

							MaxSupervisor Manual 11
•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.
•Sort columns in ascending or descending order by clicking 
the column heading. An ascending (first to last) or descending 
(last to first) arrow appears. Click the column heading again 
to sort in the reverse order. If you click a column heading, and 
all the data in that column is the same, MaxSupervisor keeps 
the sort order of the previously clicked column.
Dragging the Idle column to the right. 
Red arrows show where to release it.
Columns available 
on the Workgroup 
View tab. 
Uncheck columns 
you don’t want to 
see.
Ascending order
Descending order 
						

							12MaxSupervisor Manual
•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). For example, here the Agent 
State tab has been dragged out to make a separate resizable 
view:
You can also make an independent tab a separate panel in 
MaxSupervisor. For example, you might want this view: 
						

							MaxSupervisor Manual 13 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. 
Agent State tab has 
been dragged from 
its place in the 
bottom panel and 
moved up to be 
displayed in an 
independent panel. 
						

							14MaxSupervisor Manual 2. Click the Restore Defaults tab, and check the Windows 
Layout Settings check box.
3. Click OK.
4. Restart MaxSupervisor.
Setting the Re-Sort Interval
MaxSupervisor includes an automatic sort interval for Agent View 
and Agent Status. The application will refresh the display based 
upon the interval youve chosen and the field youve used to sort 
the data.
The default interval is 15 seconds.
To change this interval from the default setting,
1. Click the Configuration button. 
2. Click the Restore Defaults tab.
3. Check the Enable Auto Sort for every xx seconds check 
box.
4. Specify how often to sort, in seconds. Click OK. 
						

							MaxSupervisor Manual 15
Auto-sort Notes
•Older systems, and systems with less memory or a slower 
processor, may exhibit screen flashes while the view is being 
sorted. For this reason, we recommend that such systems use 
a relatively large auto-sort interval value.
•The auto-sort feature is disabled automatically when the 
number of configured agents in all workgroups (the same 60 
agents in WG1 and WG2 are counted as 120) exceeds 100.
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 task bar and the Windows system tray.
Exit - If you are shutting down Microsoft Windows, MaxSupervisor 
will close automatically. Otherwise, to exit MaxSupervisor, right-
click the icon in the Windows Task bar and choose Close Window 
or click the X in upper right corner of the MaxAgent window.
Error Messages
The following errors may be displayed as login or connectivity 
errors. 
Error Message Description Solution
MAXCS connection 
limit has been 
exceeded.No MaxSupervisor 
was found OR more 
than allowed num-
ber of MaxSupervi-
sor users have 
attempted to log on.Administrator must main-
tain the number of MaxSu-
pervisor license keys or add 
additional seat licensing.
Cannot connect to 
AltiLink. Please 
check server name 
or network connec-
tion.You are not con-
nected to MAXCS.Check the server field (IP 
address or DNS name) by:
1. Pinging the network 
server address OR
2. Try using the IP address 
of MAXCS (if using the DNS 
name in the server field). 
						

							16MaxSupervisor Manual
Please register 
AlpInterface.dll 
(regsver32 AlpIn-
terface.dll).MaxSupervisor uses 
this dll to communi-
cate with MAXCS. It 
should be registered 
in the user’s system.Re-register this file. Type in 
DOS command window, 
regsver32 AlpInter-
face.dll
Change directory to MaxSu-
pervisor directory, type 
regsver32 AlpInter-
face.dll
You have entered 
an invalid pass-
word. Please try 
again.The password is 
incorrect.Enter your extension pass-
word.
The version of Max-
Supervisor on your 
desktop is out of 
date.The installed version 
of MaxSupervisor 
does not match the 
version of MAXCS on 
the system server.Upgrade MaxSupervisor to 
match the current running 
version of MAXCS. Error Message Description Solution