MaxSupervisor Manual
Contents
1. MaxSupervisor Manual 19 Cc a x 0 O Ss TA O To redirect a call from queue To redirect a call from queue select a queued call from the list then click the Redirect button 7 redee at the bottom of the tab MaxSupervisor pops up a window that lists extensions and speed dial numbers Click a number and click OK to redirect the call to that number You may also type the extension or speed dial number in the Number to Forward box Note The Allow Redirect Call Change Priority setting in MaxAdministrator Workgroup Configuration Queue Management tab must be checked for your extension before you can redirect calls from queue To reassign call priority To reassign call priority to a queued call right click on the call and select a priority level from 1 9 i Call Priority 5 E Call Priority 1 Call Priority 2 Call Priority 3 Call Priority g Ee Eee B Call Priority 6 Call Priority 7 Call Priority 8 Call Priority 9 Note The Allow Redirect Call Change Priority setting in MaxAdministrator Workgroup Configuration Queue Management tab must be checked for your extension before you can change call priority Configuring the Queue with Color Coding and Alerts You can assign different colors to different call priorities and be alerted when the queue reaches specified limits To do so click the Configuration button 3 at the top right of MaxSupervisor 20 MaxSuperviso2. a ALTIGEN COMMUNICATIONS MaxSupervisor Manual MAX Communication Server Release 6 5 7 2009 4504 0013 6 5 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 1s 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 1ts products 1t 1s 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 410 East Plumeria Dr San Jose CA 95134 Telephone 888 AltiGen 258 4436 Fax 408 597 9020 E mail info O altigen com Web site www altigen com TRADEMARKS MAX Communication Server MaxAdministrator MaxCommunicator MaxA ge
3. which you want to forward the message MaxSupervisor Manual 33 Cc a D x 0 O Ss TA O 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 To record 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 1l 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 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 call s information is shown 2 MaxSupervisor seven ten 2302 Ext Name Agent State Time in State WG Rec Caller Name Caller ID Talk 1 2300 Wendy Sanders Busy 00 04 59 A lt Personal Call 00 02 2301 Kim Franklin Busy 00 04 42 3002 0 John Boyd HA 1300 00 02 1300 John Boyd Busy 00 04 48 3003 Kim Franklin A gt 2301 00 02 1301 Richard Hatfield Busy 00 04 30 1302 Eric Tran Available 14 43 53 2302 seven ten Available 01 07 23 2708 Available 03 54 26 2712 Available 03 54 26 a
4. 2713 0 Available 03 54 26 2714 Available 03 54 26 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 e appears in the Rec column 34 MaxSupervisor Manual 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 and user data notes that an agent attached to the call Click the plus sign on an agent row to see the agent s workgroups and the agent s login logout information for each workgroup plus the agent s assigned skill level In the figure below the row for agent Wendy Sanders has been expanded You can see that see is logged into workgroup 3002 and is logged out of workgroup 3003 You can see when she logged out of workgroup 3003 how long she has been logged out and the reason for logging out iMaxSupervisor seven ten 2302 oh Workgroup View a Agent View Ext Name Agent State Time in State WG Rec Caller Name
5. Calls y Workgroup Inbound Calls Answer Abandon Overflow Answer Abandon Overflow Total SL Answer SL Average Talk Time Average Wait Time Outbound Calls Outbound Average Talk Time You can select the data you want to see graphed from the drop down list below the graph You can select a time interval for the graph also 15 minutes 30 minutes 1 hour Workgroup statistics are reset every night at midnight Most of the statistics are self explanatory The following table details each one MaxSupervisor Manual 23 Cc a x 0 O Ss TA e Calls Overflowed Count of calls that overflowed from the WG queue or Redirected were redirected to other destinations Calls Abandoned Total of all types of abandoned calls in the following subcategories Abandoned in Queue Count of callers who hung up while in queue listening to music or queue greeting Abandoned during Ring Count of caller hang ups while ringing a WG agent Abandoned to Voice Total of all calls abandoned to VM Mail Leave Voice Mail Count of calls abandoned to voice mail by caller pressing a digit or by the system automatically redirecting caller to voice mail where caller leaves a message Without Voice Mail Count of calls abandoned to voice mail by caller pressing a digit or by system automatically redirecting caller to voice mail and where the caller did not leave a message Abandoned t
6. Not Readv Time fanny to all WG 00 00 00 00 00 00 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 MaxSupervisor Manual 13 G O 5 Q U eb D mi O o Restoring Layout Defaults To restore columns column and tab order windows and so on to their defaults l Click the Configuration button ig The Configuration dialog box opens 2 Configuration Eq Priority Color Queue Alert Restore Defaults Log Service T Priority Colors and Queue Alert Settings Click the Restore Defaults tab and check the Windows Layout Settings check box Click OK Restart MaxSupervisor Minimizing and Exiting MaxSupervisor Minimize To minimize MaxSupervisor click the Minimize button 2 in the top right corner of the screen MaxSupervisor shrinks to an icon in the Windows tray 4 1sse To open the MaxSupervisor window again double click the MaxSupervisor icon or right click it and choose MaxSupervisor Exit If you are shutting down Microsoft Windows MaxSupervisor will exit automatically Otherwise to exit MaxSupervisor click the x button at the top right of the MaxSupervisor window 14 MaxSupervisor Manual Error Messages The following errors may be
7. When the above items are done follow these steps on the client machine 1 Exit all Windows applications 2 Insert the MAX Communication Server Clients CD into the CD ROM drive MaxSupervisor Manual 3 3 Open the MaxSupervisor folder and run the Setup program in that folder following the step by step installation instructions as they appear on the screen 4 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 PC and run the MaxSupervisor Setup program Uninstalling MaxSupervisor To uninstall MaxSupervisor 1 Fromthe Windows Start menu select Control Panel gt Add Remove Programs 2 Click Remove and respond to any additional prompts Automatic Upgrade Each time you start up MaxSupervisor a comparison is made with the version of MAXCS ACC 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 1s started 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 aut
8. is the same MaxSupervisor keeps the sort order of the previously clicked column wa Cap qq Ascending order ada 3333 4444 Descending order MaxSupervisor Manual 11 G D Q U eb D mi D o e 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 iMaxSupervisor Penny Nickel 3501 CRA Workgroup View 4 Agent View TS Product 2 0 00 00 00 0 0 9 8 0 0 0 0 0 0 3333 TS Product 3 0 00 00 00 0 0 9 8 0 0 0 0 0 0 4444 Cust Supp Product 1 0 00 00 00 0 0 9 8 0 0 0 0 0 0 5555 Cust Supp Product 2 0 00 00 00 0 0 9 8 0 0 0 0 0 0 2001 Joe Schmo Out 3502 Race Street Ay O out 5000 Remote One Ur out 5001 Remote Two Ay out 2002 Tweedle Dee Ay out 2003 Tweedle Dum Ay Out 2004 Boris Karloff Ay Out 2005 Lon Cheney Ay e Calls in Queue pr Group Statistics 3 Group YoiceMail l Agent Statistics E D Summary since Midnight 2001 Joe Schme D1 Penny Nickel 3502 Race Agent Daily First Login Time Last Logged In Time Last Logged Out Time Total Logged In Time Total Not Ready Time Apply
9. make the column wider or narrower 8 MaxSupervisor Manual e 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 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 e 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 Dialog Box 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 1s terminated and a software upgrade session 1s started Restart MaxSupervisor to run the newer version See Automatic Upgrade on page 4 for more details When Connection Is Broken When a connection with the phone se
10. 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 Onthe Agent State tab click to select an agent connected to an incoming workgroup call 2 Click the Barge In button Bagem to ring your extension then speak to the agent and caller through the handset Alternatively using the handset press 59 lt agent extension gt lt workgroup password gt 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 You can coach a workgroup agent telling the agent what to say without the caller hearing you MaxSupervisor Manual 29 Cc Q D x 0 O 0 e 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 Coach 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 Alternatively using the handset press 59 lt agent extension gt lt workgroup password gt 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 conver
11. you do not export or print records before the reset you cannot recover the data 26 MaxSupervisor 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 Ae Agent State Y Calls in Queue y Group Statistics Group YoiceMail All Agent Statistics A Agent State Login Out Ext Name Agent State Skill Level Rec Talk Time Caller ID O In 2300 Wendy Sanders Busy 00 04 36 5 00 02 04 A lt Personal Call In 2301 Kim Franklin Busy 00 04 20 1 0 00 02 04 HA 1300 O In 1300 John Boyd Busy 00 04 26 1 00 02 03 A gt wG3003 2301 out 1301 Richard Hatfield Busy 00 04 08 1 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 e Anicon showing three people in the Caller ID column is a workgroup call An icon showing on
12. 0 00 00 00 00 00 00 00 00 00 00 00 Total DND FWD Time Apply to all WG 00 00 00 00 00 00 00 00 00 00 00 00 Agent s WG Call Activities Total WG In Calls Answered 0 0 0 0 Total Talk Time 00 00 00 00 00 00 00 00 00 00 00 00 Average Talk Time 00 00 00 00 00 00 00 00 00 00 00 00 Total WG Out Calls Connected 0 0 0 0 4 ES Export Print 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 7 11 19 15 18 na n 11 13 Agent s WG Call Activities n1 17 34 Total WG In Calls Answered De a n2 44 24 Tatal Talk Time 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 ES Expat at the bottom of the tab and then specify a directory and file name To print the data click the Print button Print 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
13. 003 Kim Franklin HA 2301 1301 Richard Hatfield Busy 00 05 52 Sales Region 4 HA 3002 1302 Eric Tran 0 Available 14 45 15 NA Listen Barge In a Coach Stop 36 MaxSupervisor Manual Index A agent forced login logout 31 logon state 27 skill level 27 agent statistics 25 sorting 26 assigning call priority 20 auto upgrade 4 barge in 29 C call priority 20 call recording 30 coaching 29 coaching an agent 28 color coded queue priority 20 current agent status 28 D downgrade procedure 4 E error messages 15 exporting statistics 26 F forced agent login logout 31 forwarding voice mail 33 G group statistics viewing 23 installation requirements 3 L licenses 1 listening in 29 logout reason codes 28 monitoring as supervisor 28 P pickup call from queue 19 printing records 26 Q queue window 19 queues 19 R recording calls 30 redirect call from queue 20 S session licensing 1 silent monitor 29 skill level required 19 SKLR 19 sorting agent statistics 26 statistics reset 26 status agent 28 system requirements 3 U uninstall 4 upgrade 1 V viewing agent status 28 viewing queues 19 MaxCommunicator Manual 37 voice mail forwarding 33 W workgroup queues 19 38 MaxCommunicator Manual
14. Caller ID s 2500 Wendy Sanders OTOT I LEO Re Pest T WG Login Out Last Login Time Login Duration Last Logout Time Logout Duration Logout Reason Skill Level 3002 In 01 23 2009 13 48 21 25 04 24 46 5 3003 Out 02 17 2009 17 16 16 00 56 51 98 Ext Name Agent State Time in State WG Rec Caller Name Caller ID 2301 Kim Franklin Busy 00 06 05 3002 0 John Boyd HA 1300 E 1300 John Boyd Busy 00 06 10 3003 Kim Franklin HA 2301 1301 Richard Hatfield O Busy 00 05 52 Sales Region 4 A gt 3002 1302 Eric Tran Available 14 45 15 If an agent belongs to a workgroup that you re not monitoring in the current session that workgroup is not shown here You can expand the information for multiple agents Within the expanded login logout display you can right click a row to log the agent in to or out of that one workgroup or all the agent s workgroups See the next figure MaxSupervisor Manual 35 Cc a D x 0 O Ss TA e Li MaxSupervisor seven ten 2302 ch Workgroup View 880808 A Agent View i Login Out Last Login Time Login Duration Last Logout Time Logout Duration Logout Reason Skill Level 13003 Out T Log Out From This Workgroup 005651 T 188 3 Log In To All Workgroups Ext Name Agent State Log Out From All Workgroups Rec Caller Name Caller ID 2301 Kim Franklin Busy 00 06 05 3002 0 John Boyd HA 1300 1300 John Boyd Busy 00 06 10 3
15. If this is the first login to this MAXCS ACC 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 Il see the IP address in the Server Name field lama oie lv Always save password Signin Cancel MaxSupervisor Manual 7 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 Note 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 Click Sign in A progress bar shows you the progress of the sign 1n 4 Inthe dialog box that appears next select the workgroup s you want to monitor and enter a password for each workgroup ALTIGEN Umana a teme TN MAXSUPERVISOR Monitor Work Group Password Hide Row iv 1111 TS Product 1 a iv 2222 TS Product 2 pia a 7 3333 TS Product 3 ata CM Vv 4444 Cust Supp Product 1 iii E iv 5555 Cust Supp Product 2 sr E M Show All Rows V Save Workgroup Password signin Cancel In this dialog box you can e Sort the Workgroup column in ascending or descending order by clicking the column heading it s a toggle e Resize a column by dragging a column edge to
16. Mail Select the message and use the voice mail command buttons at the bottom of the GroupVM tab 32 MaxSupervisor Manual To listen to the voice mail click the Play button To stop 1t 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 1s 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 1 Select the voice mail and click the Forward button The Select Target dialog box opens Select a Voice mail groups are listed here 1300 John Boyd 1301 Richard Hatfield 1302 Eric Tran 2300 Wendy Sanders 2301 Kim Franklin seven ten 2700 2700 2701 2701 2702 2702 2703 2703 2704 2704 2705 2705 2706 2706 Extensions are listed here QOOOOOOOOOO8o000 Record introduction message OK Cancel 2 Check the check box next to the group s and or extension s to
17. Outbound Calls In Talk Time is defined as Sum of talk duration of incoming answered workgroup calls Talk duration lasts from the time an agent answers the call until the time the call is disconnected parked or transferred Hold time is not included in talk time Outbound Talk Time is defined as Sum of talk duration of connected outbound workgroup calls Talk duration lasts from the time the call is connected until the time the call is disconnected parked or transferred Hold time is not included in talk time Cc 2 D x 0 O 5 0 O Viewing Agent Statistics The Agent Statistics tab displays performance statistics for the individual agents of the workgroup selected in the Workgroup View tab including the number of calls answered the average talk time average amount of time spent on the phone per call and the average time spent in wrap up The table also displays the login and logout times MaxSupervisor Manual 25 e Calls in Queue Me Agent State Group Statistics e Group YoiceMail Al Agent Statistics All Agent Statistics Agent s Performance Summary since Midnight 2001 Joe Schmo 3501 Penny Nickel 3502 Race Street 5000 R Agent Daily First Login Time gt Last Logged In Time Last Logged Qut Time 02 17 2009 13 48 46 02 17 2009 13 48 47 02 17 2009 13 48 47 02 1 7 20 Total Logged In Time 00 00 00 00 00 00 00 00 00 00 00 00 Total Not Ready Time Apply to all WG 0
18. ch 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 ACC 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 agent s 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 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 28 MaxSupervisor 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 Listen to ring your extension then listen in by phone or headset Alternatively using the handset press 59 lt agent extension gt lt workgroup password gt 1 3 When you are finished monitoring click the Stop button at
19. ch wm Stop Tabbed pages contain various types of information related to the selected workgroup 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 e 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 e 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 e Rearrange columns by clicking and dragging a column name to the location you want 10 MaxSupervisor Manual me Dragging the Idle column to the right 0 o A Red arrows show where to release it n Specify the columns you want to see by right clicking a column heading and checking or unchecking columns in the pop up list Checked columns will be displayed Column Chooser WG Mame CIO Columns available LOT on the Workgroup View tab CIO gt SL n Uncheck columns l you don t want to Config see EEE E AAAA les a Ww Mot Available 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
20. displayed as login or connectivity errors MAXCS connection limit has been exceeded Cannot connect to AltiLink Please check server name or network connection Please register AlpInter face dll regsver32 AlpInterface dll You have entered an invalid password Please try again The version of MaxSuper visor on your desktop is out of date No MaxSupervisor was found OR more than allowed number of Max Supervisor users have attempted to log on You are not connected to MAXCS MaxSupervisor uses this dll to communicate with MAXCS It should be reg istered in the user s sys tem The password is incorrect The installed version of MaxSupervisor does not match the version of MAXCS on the system server Administrator must maintain the number of MaxSupervisor license keys or add additional seat licens ing 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 Re register this file Type in DOS command window regsver32 AlpInterface dll Change directory to MaxSupervi sor directory type regsver32 AlpInterface dll Enter your extension password Upgrade MaxSupervisor to match the current running version of MAXCS MaxSupervisor Manual 15 pa11e1s buliyje5 16 MaxSupervisor Manual CHAPTER 4 Using MaxSupervisor Using MaxSupervisor you can do the followin
21. e person is a non workgroup call e 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 27 Cc 2 a x 0 O Ss TA O e 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 1s used to indicate a logout reason of other e 96 The agent s IP extension was logged out by the system due to a network error e 97 The agent s physical or IP extension changed to a virtual extension and the system logged out the extension from the workgroup e 98 The supervisor logged out the agent e 99 The system logged out the agent from the workgroup based on the system configuration for A gent ring no answer Listening in Barging In Coaching You can listen to silently monitor an agent s calls and if necessary intervene and enter the conversation in progress sometimes called barging into the call Essentially barging in 1s to create a conference call with the agent the caller and yourself You can also choose to coa
22. g e Monitor multiple workgroups in a single view that displays queue and staffing information for all the workgroups e View details of a selected workgroup calls in queue group statistics including graph format group voice mail agent statistics and agent state e Pick up and redirect queued calls e Listen to an agent s phone call e Barge in on an agent s phone call e Coach an agent without the caller hearing you e Record an agent s phone call e Log in and log out agents from workgroups e Listen to and handle workgroup voice mail e Save and print workgroup and agent statistical data Monitoring Workgroups For all the workgroups you chose to monitor when you logged in calls in queue and workgroup staffing information are summarized in real time on one Workgroup View tab Additional tabs in the bottom pane of the Workgroup View show detailed information on individual workgroups a o 5 D x 0 O lt 0 O r MaxSupervisor Manual 17 A MaxSupervisor Penny Nickel 3501 pA Workgroup View a Agent View 1111 2222 3333 4444 TS Product 1 0 00 00 00 TS Product 2 0 00 00 00 TS Product 3 0 00 00 00 0 0 Number of agents set up for this WG Cust Supp Product 1 00 00 00 Cust Supp Product 2 00 00 00 al OG amp OOO Om If necessary use the scroll Hover the mouse pointer over a column bar to see all the fields name to see a full explanation The columns d
23. isplay the following 18 WG Workgroup number Name Workgroup name CIQ Number of calls in queue The background color changes to red when the limits specified in the configuration are exceeded LOT The length of time that the oldest call has been waiting in the queue The background color changes to red when the limits specified in the configuration are exceeded CIQ gt SL The percentage of calls in the queue that has been waiting longer than the MAXCS defined service level VM Number of unheard workgroup voice mails Config Number of agents set up for this workgroup Logout Number of agents logged out of this workgroup Login Number of agents logged in to this workgroup Idle Number of agents who are available for a call Busy Number of agents who are in the busy state offhook forward all calls do not disturb Wrap Up Number of agents who are in the wrap up state performing duties related to finishing a call N Ready Number of agents who are in the not ready state DND FWD Number of agents who have DND turned on or are having their calls forwarded MaxSupervisor Manual e Error Number of agents who are in the error state offhook but not on a call e Not Available Number of agents who are logged in but not able to receive calls for any of a number of reasons checking voice mail in wrap up in not ready state in busy state etc Not Available will increment only when agent is Unstaff virt
24. nt 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 O AltiGen Communications Inc 2009 All rights reserved Part Number 4504 0013 6 5 Contents CHAPTER 1 About MaxSupervisor ooooooooooc ooo coros 1 Session Licensing and License Upgrade Procedures 1 CDR Records Note asis lo ei l CHAPTER 2 Installation ridad 3 Pie Installatron Checklist cri dar 3 Installing MaxSupervisor on a Client System 3 Uninstalling MaxSupervisor 0 0 00 ee eee eee eee 4 Automatic Uperade extasis ada A 4 Downerade Procedure anidar 4 CHAPTER 3 Getting Started sidad A 7 oi A A II 7 Version Mismatch Dialog BOX 0 eee 9 When Connection Is Broken 9 Overview of the Main Window 9 Customizing the Display 0 0 0 cece eee ees 10 Restoring Layout Defaults oooooooooomom o 14 Minimizing and Exiting MaxSupervisor 0 14 Eror VICSSA CES ddr desa pisa tasa ico ira pida Steed ds 15 CHAPTER 4 Using MaxSupervisor sii as 17 Monitoring Workgroups LL 17 VIEWS the Queues salas erario 19 Configuring the Queue with Color Coding and Alert
25. o App or Total calls redirected to a target including to an Others application other than voice mail when caller in queue presses a digit Service Level SLT Service Level WG calls taken out of queue are either taken before or Threshold seconds after this administrator set time It is used as a measure for other statistics Calls Answered within Total calls answered with queue duration less than or SLT equal to the Service Level Threshold configured in Workgroup Configuration window of MAXCS Service Level Percentage of calls in queue answered before SLT time is reached All Calls with Wait Time Number of calls with queue duration with wait time less than SLT less than SLT whether answered abandoned or otherwise terminated 24 MaxSupervisor Manual Wait Time and Talk Time Average Wait Time for Total Wait Time for Answered Calls divided by Total Answered Calls Calls Answered Average Wait Time for Total Wait Time Queue Duration Ring Duration for Abandoned Calls Abandoned Calls divided by Total Calls Abandoned Average Talk Time Total In Talk Time divided by Total Inbound Calls Answered Maximum Calls in Queue Peak number of calls that were in the queue Longest Queue Time Longest time any one call was in the queue Outbound Call Statistics Since Midnight Total Connected Total of outgoing calls successfully connected Outbound Calls Avg Talk Time Total Outbound Talk Time divided by Total Connected
26. omatic update Downgrade Procedure 1 Goto Control Panel gt Add Remove Programs and remove the MaxSupervisor 6 5 program and ALL OTHER 6 5 client applications including MaxA gent MaxCommunicator MaxOutlook AltiConsole and CDR Search 2 Reboot your system 3 Goto lt local drive gt Program Files AltiGen Shared Files and remove AlpInterface dll 4 MaxSupervisor Manual 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 0 p D 5 MaxSupervisor Manual 5 6 MaxSupervisor Manual CHAPTER 3 Getting Started Start MaxSupervisor from the Microsoft Windows Start menu by choosing Start gt All Programs gt MaxSupervisor gt MaxSupervisor Note For users running Windows XP SP3 a firewall protection Security Alert may pop up when opening the login window If this happens click Yes to allow MaxSupervisor to run If you are connecting to the Internet through a modem connection before you log in establish a session connection from your PC to your local internet service provider 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 G D Q U eb D mi D o Logging In 1
27. ording icon is displayed in the Record column The display 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 Calls in Queue Group Statistics Group VoiceMail Agent Statistics Me Agent State A a A Agent State 8 Caller Available 01 05 19 Cc 2 a x 0 O Ss TA O Log Out This Agent Log In All Agents Log Out All Agents e To log an agent out of a workgroup right click on a workgroup row and choose Log Out This Agent e To log out all agents right click on a workgroup row and choose Log Out All Agents e To log all agents in to a workgroup right click on a workgroup row and choose Log In All Agents MaxSupervisor Manual 31 Viewing Group Voice Mail To view and handle workgroup voice mails for a workgroup select the workgroup and click the Group VM tab e Calls in Queue Group Statistics Grou
28. p VoiceMail All Agent Statistics ae Agent State 2 Group YoiceMal b Heard O 5102526353 11 18 2008 3 23 12 PM 00 00 07 b gt Heard SANTA CRUZ CA 8318188219 11 18 2008 4 09 55 PM 00 00 04 kO Saved O 5102526353 11 20 2008 12 01 33 PM 00 00 04 bo New SANTA CRUZ CA 8318188219 1 6 2009 1 26 31 PM 00 00 02 x New Tyler B 8313354605 1 6 2009 1 34 45 PM 00 00 04 b gt Heard SANTA CRUZ CA 8318188219 1 6 2009 8 43 19 PM 00 00 06 5 Urgent SANTA CRUZ CA 8318188219 1 20 2009 5 56 10 PM 00 00 04 b New SANTA CRUZ CA 8318188219 1520 2009 9 59 54 PM 00 00 04 N SS SN EE Rewind gt Play E Stop Pe FFud Return R Delete e Forward O Save Export The Type column shows the state of a message e New Not heard yet and not marked urgent e 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 e Heard Listened to e 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 1t 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 Dealing with Voice
29. r Manual Configuration Ei Priority Color Queue Alert Restore Defaults Log Service nt me OK Cancel To assign a color to each call priority Choose a color from the drop down list beside each call priority you want to color code and click OK The configuration is stored locally To set up queue alerts To set up queue alerts 1 Click the Queue Alert tab in the Configuration dialog box Configuration Fa Priority Color Queue Alert Restore Defaults Log Service Cc a D x 0 O Ss TA O V Enable Queue Alert Alert through M ScreenPop M Audio Beep V waiting time longer than 40 second s Tl Calls in queue exceed o E calls OK Cancel 2 Check Enable Queue Alert to enable the alert 3 Choose to be alerted through a screen pop and or an audio beep MaxSupervisor Manual 21 4 Choose to be alerted when the queue time exceeds the number of seconds you specify and or the number of calls exceeds the number you specify 5 Click OK When a specified condition is met a screen pop displays messages like the following e Date Time Number of queued call s in Workgroup xxx exceeds y call s e Date Time Waiting time in Workgroup xxx longer than x seconds s Click OK to dismiss the pop up If you leave the pop up displayed it will be updated when the specified threshold is crossed again You don t have to be par
30. rver is broken a message box pops up asking if you want to connect again Clicking Yes will 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 MaxSupervisor Manual 9 G D Q U eb y mi D o a i workgroup queue and staffing information here iMaxSuy visor a Nickel 3501 hs Workgroup View ES Agent View free io lor Ts Jos Jos Te Jo Je oo wert remo nono ew msn TS Product 2 00 00 00 TS Product 3 00 00 00 Cust Supp Product 1 00 00 00 Cust Supp Product 2 00 00 00 Click Agent View tab to see detailed information on agents current calls and login history s g Gall in Queue i Group Statistics a J Group VoiceMail all Agent Statistics Agent State 2001 Joe Schmo Available bed 28 a 04 29 15 Race Street Available 04 27 58 04 29 15 Remote One Unstafted 04 29 14 04 29 15 Remote Two Available 04 27 58 04 29 15 Tweedle Dee Available 04 16 56 04 29 15 Tweedle Dum Available 04 28 55 04 29 15 Boris Karloff Available 04 28 54 04 29 14 Lon Cheney Available 04 28 54 04 29 13 GA Listen Barge In CA Coa
31. s 20 MaxCommunicator Manual iii Viewing Group Statistics 0 0 0 cece ee eee 23 Viewing Avent SIAUStHos sia pa riali papa eat 25 Saving and Printing Statistics 26 Viewing Agent late usados 21 Listening in Barging In Coaching o oooooo 28 Recording Calls sad eterea bid Rad oe rai 30 Forced Agent Login Logout eee ees 31 Viewing Group Voice Mail 0 0 0 cece ee 32 Dealing with Voice Mall 0c cece ees 32 AONE VAS pelati rei ais Dore a te i rt 34 EECa A ai 37 iv MaxCommunicator Manual CHAPTER 1 About MaxSupervisor MaxSupervisor 1s PC desktop software that runs with the MAX Communication Server MAXCS ACC and 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 O lt lt 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 ACC ACM system The system administrator can verify MaxSupervisor seat licenses in MaxAdministrator by selec
32. sations 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 To record a call 1 On the Agent State tab right click on the agent call to open a context menu e Calls in Queue oll Group Statistics 1 Group YoiceMail Al Agent Statistics a Agent State te Agent State Caller ID O In 2300 Wendy Sanders Busy 00 13 11 5 00 13 11 A lt Person In 2301 Kim Franklin Busy 00 12 55 1 0 00 12 58 FAL 1300 On 1300 ee a aaa 00 13 00 Ay WG301 PRECIO EPT ESPERE TIRA Ed La ES ye RA Ir ee Out 1301 Richard Hatfiel Busy 00 12 42 1 00 12 46 A gt WG 3C Para carino ton Recording Log Out This Agent Log In All Agents Log Out All Agents 30 MaxSupervisor Manual 2 Choose Start Recording If the Insert Recording Tone option is set both parties will hear a beep when the recording begins Note After a supervisor clicks on the Start Recording command to record an agent s conversation a rec
33. t of a workgroup to use the Queue Alert feature To restore alerts to the default settings To restore alerts to the default settings 1 Click the Configuration button g to open the Configuration dialog box then click the Restore Defaults tab 2 Configuration xi Priority Color Queue Alert Restore Defaults Log Service T Windows Layout Settings 2 Check the Priority Colors and Queue Alert Settings check box 3 Click OK 4 Restart MaxSupervisor 22 MaxSupervisor Manual Viewing Group Statistics The Group Statistics tab displays in both tabular and graph formats real time workgroup activity and performance since midnight and a summary of agent data The statistics displayed are for workgroup calls only sf Calls in Queue Ae Agent State il Group Statistics 4 j Group VoiceMail AJ Agent Statistics 44 Group Statistics InBound Call Statistic Since Midnight Calls without Queueing Calls in Queue Total Inbound Calls Calls Answered Calls Overflowed Redirected Calls Abandoned Abandoned in Queue Number of Calls Abandoned during Ring Abandoned to Voice Mail Leave Voice Mail Without Voice Mail ES Export Print ooo zd o0 aoooo_9 00 00 0500 0 000 Click the panel border and drag left or right to resize the panels Inbound Calls E inbound Calls 09 00 AM 10 00 AM 11 00 AM 12 00 PM 01 00 PM 02 00PM 03 00PM 04 00PM 05 00PM 06 00 PM Workgroup Inbound
34. ting License gt Client SEAT License Management CDR Records Note For CDR records there are two Service Level displays for MaxSupervisor e Service Level number of calls in WG Queue number of calls in Q over SL threshold number of calls in Q e Service Level since midnight number of answered calls number of answered calls over SL threshold number of answered calls MaxSupervisor Manual 1 2 MaxSupervisor Manual CHAPTER 2 Installation The client system must meet the following minimum requirements 0 p D e 5 e IBM PC AT compatible system e 1 GHz minimum 2 GHz CPU or above recommended e Windows XP Professional SP2 or Windows Vista Business Edition e 250 MB available hard drive disk space e 256 MB RAM minimum 1GB recommended e SVGA monitor 1024 x 768 with 256 color display or better e Keyboard and mouse e MAXCS ACC ACM 6 5 or above running on a server accessible to this client Pre Installation Checklist Before installing MaxSupervisor make sure the following is done e MAXCS ACC 6 5 or MAXCS ACM 6 5 has been installed on the system server e TCP IP is enabled on both machines e The client is able to connect to the server on the network e The person installing MaxSupervisor has local administrator rights on the client PC e The MaxSupervisor License Key has been installed and activated on the system server Installing MaxSupervisor on a Client System
35. to all WG Total DND FW D Time Apply to all WG Agent s WG Call Activities Total WG In Calls Answered Total Talk Time Average Talk Time a __ AT MS noh n O n n Export Print 02 17 2009 08 58 07 00 00 00 00 00 00 00 00 00 02 1 7 2009 08 58 07 00 00 00 00 00 00 00 00 00 02 1 7 2009 DE 00 00 00 00 00 00 00 00 00 You can also make an independent tab a separate panel in MaxSupervisor For example you might want this view 12 MaxSupervisor Manual A MaxSupervisor Penny Nickel 3501 BA Workgroup View a Agent View Logout TS Product 1 0 00 00 00 2222 TS Product 2 0 00 00 00 0 0 9 8 3333 TS Product 3 0 00 00 00 0 0 9 8 4444 Cust Supp Product 1 0 00 00 00 0 0 g 8 Cust Supp Product 2 0 00 00 00 0 0 g9 8 fe Agent State Agent State tab has been dragged from its place in the bottom panel and moved up to be displayed in an independent panel Joe Schmo Out 2001 Available 04 45 06 out 3501 Penny Nickel Awailable 04 44 09 1 Out 3502 Race Street Available 04 44 09 1 A Coach Barge ln Calls in Queue pr Group Statistics a Group YoiceMail al Agent Statistics Al Agent Statistics Agent s Performance Summary since Midnight 2001 Joe Schmo 3501 Penny Nickel Agent Daily First Login Time Last Logged In Time Last Logged Out Time 02 17 2009 08 58 07 0217 2009 08 58 07 Total Logged In Time 00 00 00 00 00 00 Tatal
36. ual extension Viewing the Queues Select a workgroup in the Workgroup tab then click the Calls in Queue tab to view queue information for the selected workgroup a Calls in Queue pi Group Statistics hea Group VoiceMail all Agent Statistics amp e Agent State Calls in Queue ID Caller ID Caller Name DNIS 1 515 8313354605 Tyler B 00 00 10 For each call in queue the Queue tab displays the call ID this 1s the queue position 1f call priority queuing is not enabled 1f calls are distributed based on priority rules ID identifies the order in which the call entered the workgroup but not necessarily the order in which 1t will be answered workgroup number caller ID caller name if available the number dialed by the caller DNIS queue time servicing priority length of time the caller has been waiting in the queue since the last priority change the skill level required by the caller SKLR and the type of call To pick up a call from queue To pick up a call from queue select the call and click the Pickup button Pickup at the bottom of the tab This will ring the supervisor extension when the phone is in idle state If it 1s not in idle state the supervisor s current call is put on hold and the queued call is connected Note The Allow Pickup Call from Workgroup Queue setting in MaxAdministrator Extension Configuration Group tab must be checked for your extension before you can pick up calls from queue
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