User guide

Chapter 1: Overview

MAXCS ACC 6.7.1 Administration Manual 15

Global Extension Appearance – With proper configuration, the IP phone user can see

the following information for a global extension in the VoIP domain: line state (idle, busy,

ring, error), extension status (DND), and activity (presence). This information can be

displayed in MaxCommunicator/MaxAgent/AltiConsole and on the IP phone. Limitation:

For display only; user cannot answer calls for the global extension.

Global Intercom – An extension user can dial #93 + Global Ext. to intercom a Global

extension (through a SIP tie trunk.

Optional Add-On Software

The following software is optional:

AltiConsole – a Windows-based Attendant console connected to MAXCS over a net-

work; emulates a standard, hardware-based Attendant console through software; has

the flexibility of adding new features through software without changing the hardware.

MaxCommunicator – a Microsoft .NET-based desktop call control and Windows pop-up

application that interacts with the system, providing easy-to-use dialing, call control,

monitoring, and voice mail management.

MaxAgent – a workgroup user version of MaxCommunicator; in addition to

MaxCommunicator features, also provides call statistics, call wrap up with data entries,

workgroup login/logout with reason codes and agent ready/not ready status.

MaxSupervisor – allows a workgroup supervisor to view an agent’s real-time activity,

Coach agent’s conversation.

• All workgroups a supervisor is monitoring are displayed in a single view, making it

easy to see what’s happening in all groups at once.

• A graphical view (trend lines) displays workgroup statistics to help make better

staffing decisions.

• Supervisors can check workgroup voice mails without needing a separate license or

needing to log in as an agent.

AltiReport – application that can report an agent’s and workgroup’s operation details,

including summary, analysis, and charting.

Advanced CallRouter – a call handling application that matches incoming call data or

collected digits against a customer’s CRM record to determine how to route the call. It

has the capability to set call priority and caller’s skill level requirement.

CDR Search – a call reporting tool that allows administrators to search CDR files for

records that meet selected criteria, and allows workgroup supervisors to get workgroup

CDR statistics.

IPTalk – an IP softphone to allow a MaxCommunicator user or MaxAgent user to log in

to a system as an IP extension. IPTalk supports G.711 and G.723.1 codec only.

MaxInSight – a workgroup performance application that 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