AltiGen comm MAXCS 813 SightMax Manual

 
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Application Notes: 
SightMax Configuration  
For MAXCS Release 8.0 
 
January 13, 2016 
 
 
    

 
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Contents 
 
System Requirements ................................................................................................................................ 3 
Overview ...................................................................................................................................................... 3 
Installation...

 
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SightMax is a third-party Live Chat (Instant Messaging) platform provided by SmartMax Software.  In 
MaxCS, AltiGen has added the ability to integrate with the SightMax Enterprise Edition software.  This 
allows companies to receive both telephone (voice) calls and IM chats. 
This document describes how to configure SightMax operators to work with MaxCS MaxAgent. 
System Requirements 
In order to integrate with SightMax, your system must meet the...

 
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While MAXCS agents have two different states (Ready and Not Ready), SightMax operators have four: 
Online, Away, Back in 5 Minutes, and Out for Lunch.  Operators receive new chats only in the Online 
state. 
The SightMax Integration Service monitors the agent and operator states. When either server connects to 
an agent or operator for a voice call or chat session, it automatically changes the state on the other server 
accordingly, to block new...

 
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c. Switch to the Monitor List tab and add all agents that will be using SightMax Integration 
Service to that extension’s Member list. 
3 Configure SightMax Integration Service: 
a. Open SightMax System Administrator and create a new operator that will work for 
SightMax Integration Services only, granting it Account Administrator privileges.  
 
4 Install SightMax Integration. We recommend that you install this on the MAXCS server.  
a. On the MAXCS...

 
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6 On the MaxCS tab, enter the following information: 
 The MaxCS Server address 
 The user name that you configured on page 4 
 The password that you assigned to that user 
7 On the SightMax tab, enter the following information: 
 The URL to the SightMax Web Service 
 The Admin Account username and password 
 The Admin Operator account name, user name, and password 
8 On the Bind Agent tab, you need to bind MaxCS Agents to SightMax Operators,...

 
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In the future, if you need to unbind an agent and operator, select the pair and click 
Unbind. 
Note:  Statistics in some reports will be affected for agents using the SightMax Integration 
service, because the service sets the agent’s state to Not Ready when a chat session 
begins, and there is currently no way to track chat sessions within MAXCS. 
SightMax Version Upgrades 
When SightMax upgrades their application to a new version, you will need to...