User guide

Overview
20 MAXCS ACM 6.5 Administration Manual
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 capability.
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,
log in/log out an agent, view workgroup and agent operation statistics, listen/barge-in/
coach an 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.
In the MAXCS ACM version, the following features are available:
• Color coded priority in queue
• Change caller’s priority
• Record agent’s conversation with indicator
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 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
SuperQ - a Java-based application designed to queue and distribute calls for call centers
with workgroups located in different geographic locations or across multiple AltiGen
servers. SuperQ enables call centers to combine teams of workgroups from multiple
locations into one virtual team.
VRManager - allows administrators/supervisors to convert, schedule backup/delete,
and query recorded files.
SDK Tool Kit - offers a complete set of tools including APIs, documentation and sample
programs, to enable a developer to begin programming rapidly and efficiently. It
includes a self-installing CD-ROM containing AltiGen SDK software. Session-based
licensing is required for both Basic API and APC API interfaces.