Specifications

MaxAgent Manual 1
Installation
C HAPTER 1
About MaxAgent
MaxAgent is a Windows desktop application designed to improve the
performance of workgroup and call center agents in a MAX
Communication Server ACC/ACM (MAXCS) environment.
MaxAgent allows workgroup agents to manage workgroup calls from their
computers. It allows direct access to call handling and other functions,
including the following:
• Viewing caller data (for example, IP address, account number, credit
card number, name, and so on) sent with an incoming call
• Viewing queue data and other workgroup-related statistics, agent’s
performance, and member login/logout
• Exporting and printing workgroup queue and performance data
• Setting up group meetings
In addition, MaxAgent integrates with Microsoft Outlook and Outlook
Express, ACT!, and GoldMine® for caller screen pops and dialing out from
these applications.
Call information can be stored to an internal or external CDR database for
future review and analysis.
New in Release 6.0
The following features are new in Release 6.0 Update2:
• A Microsoft .NET-based graphical user interface, giving the ability to:
• Drag and drop calls to transfer or conference
• Customize the command button bar and tabbed pages
• Open tabbed pages as separate windows
• Rearrange columns
• Use the keyboard arrow and tab buttons to move from option to
option, as well as selecting by a click
• Drag and dock parts of MaxAgent
• Microsoft Office Communications Server (OCS) integration