Altigen MaxInSight User manual

MaxInSight™

Manual

MAX Communication Server

Release 6.0

Update2

2/2009 4504-0014-6.0 Update2

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 is

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 its products, it is

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.

4555 Cushing Pkwy.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: [email protected]

Web site: www.altigen.com

TRADEMARKS

MAX Communication Server, MaxAdministrator, MaxCommunicator,

MaxAgent, MaxSupervisor, MaxInSight, 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.

Part Number 4504-0014-6.0 Update2

MaxInSight Manual iii

Contents

Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .v

CHAPTER 1

Overview and Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Installing MaxInSight on a Client System . . . . . . . . . . . . . . . . . . . . 2

Uninstalling MaxInSight . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

CHAPTER 2

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

When Connection Is Broken. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

The MaxInSight Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Making Workgroups Available for Monitoring . . . . . . . . . . . . . . . . 7

Arranging the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Changing the Skin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

CHAPTER 3

Configuring Data Displays . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Configuring Workgroup Data Displays . . . . . . . . . . . . . . . . . . . . . 13

Configuring for a Single Row-Type Display . . . . . . . . . . . . . . . 13

Configuring Simultaneous Row-Type Views of

Multiple Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Configuring Other Data Displays . . . . . . . . . . . . . . . . . . . . . . . . . 17

Gauge View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Time Line View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Bar Views - Vertical and Horizontal . . . . . . . . . . . . . . . . . . . . . 20

Changing the Parameters of a View . . . . . . . . . . . . . . . . . . . . . . . . 24

iv MaxInSight Manual

Configuring Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Clearing an Alert Threshold Configuration . . . . . . . . . . . . . . . . 27

List of Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

MaxInSight Manual v

Warranty

What The Warranty Covers

AltiGen Communications warrants its hardware products to be free from defects in material

and workmanship during the warranty period. If a product proves to be defective in material

or workmanship during the warranty period, AltiGen Communications will, at its sole option,

repair, refund or replace the product with a like product.

How Long the Warranty Is Effective

All AltiGen Communications products are warranted for one year for all parts from the date

of the first end user purchase.

Whom the Warranty Protects

This warranty is valid only for the first end user purchaser.

What the Warranty Does Not Cover

1. Any product on which the serial number has been defaced, modified or removed.

2. Damage, deterioration or malfunction resulting from:

a) Accident, misuse, neglect, fire, water, lightning, or other acts of nature,

unauthorized product modification, or failure to follow instructions supplied with

the product.

b) Repair or attempted repair by anyone not authorized by AltiGen Communications.

c) Any damage of the product due to shipment.

d) Removal or installation of the product.

e) Causes external to the product, such as electric power fluctuations or failure.

f) Use of supplies or parts not meeting AltiGen Communications’ specifications.

g) Normal wear and tear.

h) Any other cause which does not relate to a product defect.

3. Shipping, installation, set-up and removal service charges.

How to Obtain Service

End user customers should contact your Authorized AltiGen Dealer for service.

Authorized AltiGen Dealers must follow the steps below for service:

vi MaxInSight Manual

1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen

Communications, Inc.

All materials being returnedto AltiGen must have anassociated RMA number.RMA numbers

are issued by AltiGen Technical Support and can be obtained by calling 1-888-258-4436 or

faxing an RMA form to 510-252-9738, attention Technical Support. AltiGen reserves the right

to refuse return of any material that does not have an RMA number. The RMA number should

be clearly marked on the outside of the box in which the material is being returned. For

example:

Attn.: RMA #123

AltiGen Communications, Inc.

4555 Cushing Pkwy.

Fremont CA 94538

Upon authorization of return, AltiGen will decide whether the malfunctioning product

will be repaired or replaced.

2. To obtain warranty service, you will be required to provide:

a) the date and proof of purchase

b) serial number of the product

c) your name and company name

d) your shipping address

e) a description of the problem.

3. For additional information contact your AltiGen Dealer or AltiGen Communications, Inc.

Effect of State Law

This warranty gives you specific legal rights, and you may also have other rights which vary

from state to state. Some states do not allow limitations on implied warranties and/or do not

allow the exclusion of incidental or consequential damages, so the above limitations and

exclusions may not apply to you.

Sales Outside the U.S.A.

For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen

Communications dealer for warranty information and services.

MaxInSight Manual 1

Overview and

Installation

HAPTER

Overview and Installation

AltiGen MaxInSight is a workgroup performance application. It provides

call center managers and agents with the ability to track workgroup status

and performance data from a wall-mounted LCD panel or from their PCs.

MaxInSight includes the ability to see the following for single or multiple

workgroups:

• Real-time queue status

• Real-time workgroup resource status

• Daily operation results

• Trends of data over time

Users can configure:

• Several types of data displays, or views

• Alerting thresholds

• The display interval for different workgroups’ statuses when those

workgroups are configured into in a single template

• Character font size and color

• The MaxInSight skin

MaxInSight runs with the MAX Communication Server ACC or ACM 6.0

Update2 or later systems.

Licensing

MaxInSight requires an AltiGen MaxInSight session license.

System Requirements

The client system must meet the following minimum requirements:

• IBM/PC AT compatible system

• 2 GHz CPU or above

2MaxInSight Manual

• Windows XP Professional SP3, Windows Vista Business Edition, or

Windows 2003

• 1 GB available hard drive disk space

• 512 MB RAM

• SVGA monitor (1024 x 768) with 256 color display, or better

• Keyboard and mouse

• MAX Communication Server ACC 6.0 Update2 or MAX

Communication Server ACM 6.0 Update2 running on a server

accessible to this client.

Pre-Installation Checklist

Before installing MaxInSight, make sure the following is done:

• MAXCS ACC/ACM 6.0 Update2 has been installed on the system

server.

• The MaxInSight License Key has been installed and activated on the

system server.

• TCP/IP is enabled on both machines.

• The client is able to connect to the server on the network.

• The person installing MaxInSight has local administrator rights on the

client PC.

Installing MaxInSight on a Client System

When the above items are done, follow these steps on the client machine:

1. Exit all Windows applications.

2. Insert the MAXCS 6.0 Update2 Clients CD into the CD ROM drive.

3. Open the MaxInSight folder, and run the Setup program in that

folder, following the step-by-step installation instructions as they

appear on the screen.

Alternatively, if your system administrator has loaded MaxInSight on a

shared network server, you can copy the files in the MaxInSight folder to

your desktop PC, and run the MaxInSight Setup program.

MaxInSight Manual 3

Overview and

Installation

Uninstalling MaxInSight

1. From the Windows Start menu, select Control Panel > Add/Remove

Programs > MaxInSight to uninstall MaxInSight.

2. Click Remove, and respond to any additional prompts.

4MaxInSight Manual

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