Application Notes: SightMax Configuration For MAXCS Release 7.0 August 2013 1 Application Notes: SightMax Configuration for MaxCS 7.
Contents System Requirements ................................................................................................................................ 3 Overview ...................................................................................................................................................... 3 Installation ...................................................................................................................................................
SightMax is a 3rd party Live Chat (Instant Messaging) platform provided by SmartMax Software. In MaxCS release 7.0, AltiGen has added the ability to integrate with the SightMax Enterprise Edition software. This allows companies to receive both telephone (voice) calls and IM chats. This document describes how to configure SightMax operators to work with MaxCS Release 7.0 MaxAgent.
While MAXCS agents have two different states (Ready and Not Ready), SightMax operators have four: Online, Away, Back in 5 Minutes, and Out for Lunch. Operators receive new chats only in the Online state. The SightMax Integration Service monitors the agent and operator states. When either server connects to an agent or operator for a voice call or chat session, it automatically changes the state on the other server accordingly, to block new chats or calls.
4 5 Install SightMax Integration. We recommend that you install this on the MAXCS server. a. On the MAXCS 7.0 Installation CD, open the MaxSightIM folder. b. Within that folder, run setup.exe. Follow the prompts that appear on-screen. Configure SightMax Integration: a. Open SightMax Integration Administrator. b. Click the Configure button. c. On the MaxCS tab, enter the following information: d. e.
In the future, if you need to unbind an agent and operator, select the pair and click Unbind. Note: 6 Statistics in some reports will be affected for agents using the SightMax Integration service, because the service sets the agent’s state to Not Ready when a chat session begins, and there is currently no way to track chat sessions within MAXCS. Application Notes: SightMax Configuration for MaxCS 7.
