Altigen MaxSupervisor User manual

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 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.

410 East Plumeria Dr.

San Jose, CA 95134

Telephone: 888-AltiGen (258-4436)

Fax: 408-597-9020

E-mail: [email protected]

Web site: www.altigen.com

TRADEMARKS

MAX Communication Server, MaxAdministrator, MaxCommunicator,

MaxAgent, 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.

Part Number 4504-0013-6.5

MaxCommunicator Manual iii

Contents

CHAPTER 1

About MaxSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 1

CDR Records Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

CHAPTER 2

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installing MaxSupervisor on a Client System . . . . . . . . . . . . . . . . . 3

Uninstalling MaxSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

CHAPTER 3

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Version Mismatch Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

When Connection Is Broken . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Overview of the Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Restoring Layout Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Minimizing and Exiting MaxSupervisor . . . . . . . . . . . . . . . . . . . . 14

Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

CHAPTER 4

Using MaxSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Monitoring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Configuring the Queue with Color-Coding and Alerts. . . . . . . . 20

iv MaxCommunicator Manual

Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Saving and Printing Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Viewing Agent State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Listening in, Barging In, Coaching . . . . . . . . . . . . . . . . . . . . . . 28

Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Forced Agent Login/Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Viewing Group Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Dealing with Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Agent View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

MaxSupervisor Manual 1

Overview

HAPTER

About MaxSupervisor

MaxSupervisor is 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.

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 selecting License > Client SEAT License

Management.

CDR Records Note

For CDR records, there are two Service Level displays for MaxSupervisor:

•Service Level =

(number of calls in WG Queue – number of calls in Q over SL

threshold) / number of calls in Q

•Service Level since midnight =

(number of answered calls – number of answered calls over SL

threshold) / number of answered calls

2MaxSupervisor Manual

MaxSupervisor Manual 3

Installation

HAPTER

Installation

The client system must meet the following minimum requirements.

• IBM/PC AT compatible system

• 1 GHz minimum (2 GHz CPU or above recommended )

• Windows XP Professional SP2 or Windows Vista Business Edition

• 250 MB available hard drive disk space

• 256 MB RAM minimum (1GB recommended)

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

• Keyboard and mouse

• 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:

• MAXCS ACC 6.5 or MAXCS ACM 6.5 has been installed 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 MaxSupervisor has local administrator rights on

the client PC.

• The MaxSupervisor License Key has been installed and activated on

the system server.

Installing MaxSupervisor 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 MAX Communication Server Clients CD into the CD ROM

drive.

4MaxSupervisor Manual

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. From the Windows Start menu, select Control Panel > 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

weremadeonthe server,andyourversionofMaxSupervisorisout-of-date,

you are prompted for upgrade permission. If you automatically upgrade,

the MaxSupervisor startup is terminated and a software upgrade session is

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

automatic update.

Downgrade Procedure

1. Go to Control Panel > Add/Remove Programs and remove the

MaxSupervisor 6.5 program and ALL OTHER 6.5 client applications

(including MaxAgent, MaxCommunicator, MaxOutlook, AltiConsole

and CDR Search).

2. Reboot your system.

3. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and

remove AlpInterface.dll.

MaxSupervisor Manual 5

Installation

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.

6MaxSupervisor Manual

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