AltiGen comm MAXCS 88 MaxAgent Manual

MaxAgent Manual 55 Information includes: the workgroup number, the workgroup 
name, whether you are logged in or logged out, the number of 
calls in queue, the calls in queue greater than the service level, the 
longest queue time, new voice mails, the number of agents logged 
in to each group, total agents busy, total agents not available, and 
% of calls that exceed threshold.
Viewing Your Workgroup Performance
Click the Performance tab to view statistics on your workgroup 
calls and direct calls. The...

56MaxAgent Manual Much of the data reported here is also reported in the Supervisor’s 
view of group statistics and is further discussed in “Viewing Group 
Statistics” in the MaxSupervisor Manual.
Click the Export button to export the statistics as a .csv (comma-
separated values) file.
Click the Print button to print the statistics.
Viewing Queues
Click the WG Queue tab to view the calls in queue for the 
monitored workgroups. You can export the data to a .csv file (click 
the Export button), and you...

MaxAgent Manual 57
•Caller ID, Caller Name (if available), DNIS — For Callback 
calls, the Caller ID and the Caller Name entries are for the 
current call, not the original call. For Callback calls, the DNIS 
entry is for the original call.
•Priority — The priority level assigned to the call. For Callback 
calls, the priority is carried forward from the original call, then 
is escalated or de-escalated based upon the target 
workgroup’s rules.
•SKLR — Skill level required. For Callback calls, the SKLR is...

58MaxAgent Manual
Using ActiveX Control with Third Party 
Applications
The MaxAgent ActiveX Control Object is an ActiveX Object. It 
works with MaxAgent by getting call-related information from 
MaxAgent, which acts as a server. Based on the call information, 
MaxAgent will implement corresponding actions, such as popping 
up corresponding customer information and logging Caller ID into 
a database. For more information on using ActiveX with MaxAgent, 
refer to the “MaxAgent ActiveX Programmer’s Guide.”...

MaxAgent Manual 59
CHAPTER 5
Configuring MaxAgent
Using the MaxAgent Configuration window, you can configure the 
following behaviors and options:
•General Info — password, default trunk access, and other 
general settings.
•Call Handling — forwarding, busy call, and no-answer call 
handling; call waiting; number of rings before forwarding; 
automatic answering.
•One Number Access (ONA) — forwarding of specific 
incoming calls. 
•Message Notification — how and when you want to be 
notified about incoming...

60MaxAgent Manual You can configure these general settings:
•Default Trunk Access — The trunk access codes are defined 
by the system administrator. When you get an incoming call 
over multiple trunks and cannot issue a return call, the system 
will automatically select the default trunk access code to place 
your call.
•Enable Smart Tag — If you check this option, two things 
happen:
•In Internet Explorer, a dotted underline will appear under 
telephone numbers. You can click the number to make the...

MaxAgent Manual 61 The Microsoft programs in which you want to use this option 
must be open when you set the option. After checking Enable 
Smart Tags, you need to close and reopen Internet Explorer 
and the Microsoft Office programs. Then you must configure 
your Microsoft Office programs to display the Max Smart Tag, 
as follows.
Configuring Microsoft Office Programs To Display the 
Max Smart Tag
1. In each Microsoft Office program in which you want to use this 
feature, select Tools > AutoCorrect...

62MaxAgent Manual To enable or disable the MaxIESmartTag, select it and click the 
Enable or Disable button at the bottom of this dialog box (not 
shown in figure).
Select-n-Dial
Select-n-Dial lets you select a phone number from any window, for 
example, Internet Explorer, Microsoft Word, Excel, Notepad, and 
so on, and then press the keys you define here to dial that 
number. To set up this option, 
1. Check the Select-n-Dial check box.
2. Select a combination of keys as your shortcut: Select one key...

MaxAgent Manual 63
Enable Auto Dial
If you check this box, any phone number you dial using a Smart 
Tag or the Select-n-Dial method is dialed automatically. The phone 
number appears in the Number column and the state column 
displays Ringing.
If this box is not checked, then a phone number selected by the 
Smart Tag method or the Select-n-Dial method is displayed in the 
MaxAgent dialer, and you need to click the Connect button to 
make the call.
Release Link Tie (IP Trunk)
When checked, clicking the...

64MaxAgent Manual
Workgroup Key Status Refresh Interval
When MaxAgent is shrunk to a strip at the top or bottom of the 
screen, the number of calls in queue and longest queue time are 
shown, along with the name and number of the workgroup with 
which they are affiliated. Specify here how often you want this 
data refreshed. 
Use Polycom Phone to Make or Answer Calls
You can configure MaxAgent to use your Polycom phone to place 
calls and answer calls, via the Use Polycom phone to make or 
answer calls...