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 
category again, the arrow and the sort order becomes ascending, 
from least to most.
Saving and Printing Statistics
To save agent or group statistics to a CSV (comma-separated 
values) file, click the Export button at the bottom of the tab and 
then specify a directory and file name. To print the data, click the 
Print button. If you are printing group statistics, the tabular data 
and the graph both print out.
Important:Workgroup statistics are reset every night at midnight. 
If you do not export or print records before the reset, 
you cannot recover the data. 
						

							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 agent is connected to a call, then the following is displayed: 
a red circle icon in the Rec column if the call is being recorded, talk 
time, the ID of the person at the other end of the call, and the 
name of that person (if available). 
The Caller ID column also shows whether the call is incoming or 
outgoing, a workgroup or non-workgroup call. 
•An icon showing three people in the Caller ID column is a 
workgroup call. An icon showing one person is a non-
workgroup call. 
•A left-pointing green arrow in the Caller ID column indicates 
an incoming call, and a right-pointing red arrow indicates an 
outgoing call.
Additional columns show how long the agent has been logged in 
or out and, if logged out, the reason for logging out. Your 
company’s logout reason codes are configured by your system 
administrator. In addition, the following codes are system codes: 
						

							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] – The system logged out the agent from the workgroup 
based on the system configuration for “Agent ring no answer.”
Listening in, Barging In, Coaching
You can listen to (silently monitor) an agent’s calls and, if neces-
sary, intervene and enter the conversation in progress, sometimes 
called barging into the call. Essentially, barging in is to create a 
conference call with the agent, the caller, and yourself. You can 
also choose to coach the agent – tell the agent what to say without 
the caller hearing you.
Note:These features require the appropriate extension 
permissions. They also require that a Triton Resource 
Board be installed in the MAXCS ACM system. If you try to 
make use of these features when there is no board present, 
you’ll get a fast busy signal.
You can monitor an agent’s incoming/outgoing calls for the 
workgroup that belongs to you, regardless of the agent’s login/
logout status.
You can monitor, barge-in on, and coach an agents non-
workgroup call through MaxSupervisor or from the phone interface 
(using #59). 
You cannot listen, barge in on, or coach parked calls, calls on hold, 
or calls in conference.
During call recording, any communication from a barge-in or 
coach supervisors extension becomes part of that call recording.
WARNING:Listening in to or recording a conversation without 
the consent of one or both parties may be a violation 
of local, state and federal privacy laws. It is the 
responsibility of the users of this feature to assure 
they are in compliance with all applicable laws. 
						

							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.
Barging In
You can barge into a workgroup agent call and enter the 
conversation in progress.
To barge in to a call,
1. On the Agent State tab, click to select an agent connected to 
an incoming workgroup call.
2. Click the Barge In button to ring your extension, then speak 
to the agent and caller through the handset.
Alternatively, using the handset, press # 59 +  +  + 2.
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 
Barge In.
Coaching on a call
You can coach a workgroup agent, telling the agent what to say, 
without the caller hearing you.
To coach an agent,
1. On the Agent State tab, click to select an agent connected to 
an incoming workgroup call.
2. Click the Coach button to ring your extension, then speak to 
the agent through the handset. The agent hears a tone, 
alerting the agent that coaching has been initiated. 
						

							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 the Non-
Workgroup Call recording option for your extension. 
WARNING:Listening in to or recording a conversation without 
the consent of one or both parties may be a violation 
of local, state and federal privacy laws. It is the 
responsibility of the users of this feature to assure 
they are in compliance with all applicable laws.
During call recording, any communication from a barge-in or 
coach supervisors extension becomes part of that call recording.
To record a call,
1. On the Agent State tab, right-click on the agent call to open 
a context menu. 
2. Choose Start Recording. If the Insert Recording Tone 
option is set, both parties will hear a beep when the recording 
begins. 
						

							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 access. If the system 
is set to save the recording to your voice mail, you can listen 
to the recording through the AltiGen Voice Mail System.
Forced Agent Login/Logout
The supervisor can log in or log out one or all agents from a 
workgroup from the Agent State tab in MaxSupervisor. 
•To log an agent out of a workgroup, right-click on a workgroup 
row and choose Log Out This Agent.
•To log out all agents, right-click on a workgroup row and 
choose Log Out All Agents.
•To log all agents in to a workgroup, right-click on a workgroup 
row and choose Log In All Agents. You must wait a few 
m o m e n t s  f o r  a l l  o f  t h e  a g e n t s  t o  b e  l o g g e d  i n  b e f o r e  y o u  s w i t c h  
to a different workgroup. If you do not wait, some agents in 
the first workgroup may not be logged in properly. 
						

							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 caller’s name is shown, if available, and the caller’s phone 
number, the date and time the message was left, and the length 
(duration) of the message.
The Progress column shows your progress through the message 
when you listen to it. (The progress column does not reflect fast 
forwarding or rewinding.)
The Note column gives you a place to type a note about the voice 
mail. Just click in the column and type your note.
Displaying Local or Server Time for Messages
If you are located in a different time zone from the MaxCS server, 
you can adjust the display of the Date/Time column to reflect 
either the local time or the server time.  
						

							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 Rewind button. 
To fast forward, click the FFwd button.
•To call the caller back, click the Return button.
•To delete a selected message, click the Delete button. You are 
asked for confirmation.
•Save — To save a selected message as a .wav file on a remote 
server in a location designated by the system administrator, 
click the Save button. No file saving dialog box opens, but the 
message is saved in the specified location.
•Export — To save a selected message as a .wav file in a 
directory that you specify and with a name that you specify, 
click the Export button. A file saving dialog box opens. Choose 
a directory, name the .wav file, and click OK.
•Forward — To forward a voice mail to an extension or a VM 
Group 
						

							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 click OK to complete the forward, pick 
up the phone hand set and you’ll hear a prompt to record 
the message.
2. Record the message and press the pound key (#). A 
confirmation appears on screen.
3. Click OK to confirm and complete the action.
To attach a note: 
To add a note to accompany a voice mail, click in the Note 
field and type your note. 
Voice mail groups 
are listed here
Extensions are 
listed here 
						

							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 extension; name; 
readiness state (green=idle, red=busy, orange=wrap-up, 
grey=unstaffed, red x=error); the duration of time in that state; 
the workgroup an agent is on a call for, if any; caller name if 
available; caller ID; talk time; DNIS; IVR data (if the user 
navigated through the interactive voice response system, or auto-
attendant, menu resulting in either collected digits and/or data 
mapped by the IVR using the collected digits); call type (normal 
or Callback); and user data (notes that an agent attached to the 
call).
If an agent is handling a Callback call, you will see data in the 
following fields:
Original Number — the original phone number
Original Name — the original name
Original Group — the original workgroup where the caller chose 
the Callback option
See the section, “Callback Calls” on page 19 for descriptions of 
data for Callback calls.