MaxSupervisor™ Manual MAX Communication Server Release 7.
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.
Contents CHAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Session Licensing and License Upgrade Procedures . . . . . 1 CDR Records Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CHAPTER 2 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Pre-Installation Checklist . . . . . . . . . . . . . . Installing MaxSupervisor on a Client System Uninstalling MaxSupervisor . . . . . . . . . . . .
Configuring the Queue with Color-Coding and Alerts To assign a color to each call priority . . . . . . . . . . . To restore alerts to the default settings . . . . . . . . . Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . Saving and Printing Statistics . . . . . . . . . . . . . . . . . Viewing Agent State . . . . . . . . . . . . . . . . . . . . . . . . Listening in, Barging In, Coaching . . . . . . . . . . . . . .
CHAPTER 1 Overview The supervisor has the ability to listen to calls and to barge in or coach calls if assistance is needed. The supervisor can also reroute 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.
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CHAPTER 2 Installation Installation The client system must meet the following minimum requirements. Operating systems supported: • Windows 7 (32-bit or 64-bit) • Windows 8.1 (64-bit) System requirements: • IBM/PC AT compatible system • Microsoft .NET 2.0 or higher • 2GHz CPU or faster • 1GB available hard drive disk space • 1GB RAM • SVGA monitor (1024 x 768) with 256 color display or better • Keyboard and mouse • A sound card in the computer, if using IPTalk • MAX Communication Server ACC 7.
Installing MaxSupervisor on a Client System When the above items are done, follow these steps on the client machine: 1. Close all Windows applications. 2. Insert the MaxCS DVD into the drive. 3. Open the MaxSupervisor folder and run the Setup program, following the instructions on the screen. 4.
MaxCommunicator, MaxOutlook, AltiConsole and CDR Search). Reboot your system. 3. Go to “:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. 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. MaxSupervisor Manual 5 Installation 2.
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CHAPTER 3 Getting Started Start MaxSupervisor from the Microsoft Windows Start menu, by choosing Start > All Programs > MaxSupervisor > MaxSupervisor. Logging In 1. If this is the first login to this MAXCS ACC/ACM system, enter the system server’s IP address or name of the system server you will be using. To obtain the server name or IP address, ask your IT administrator. (Subsequently, when you log in, you’ll see the IP address in the Server Name field.) 2.
If you want to store your login password and have it entered automatically the next time you log in to MaxSupervisor, check the Always save password check box. Note: Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depending on the duration set by your system administrator). 3. Click Sign in. 4. In the dialog box, select the workgroup(s) you want to monitor, and enter a password for each workgroup.
uncheck the Show All Rows option. The workgroups you want to hide are now hidden. If the Monitor column check box of any of those workgroups had been checked, they are automatically unchecked when they are hidden. 5. Check the Save workgroup password check box, if you want to store the passwords so you don’t have to type them the next time you log in. 6. Click Sign in. A progress bar shows you the progress of the sign-in.
See general workgroup queue and staffing information here Click Agent View tab to see detailed information on agents’ current calls and login history Tabbed pages contain various types of information related to the selected workgroup Customizing the Display You can customize the MaxSupervisor display to meet your needs in the following ways. MaxSupervisor remembers your preferences the next time you log on. • Resize panels by moving the cursor between panels until you see up and down arrows.
Dragging the Idle column to the right. Red arrows show where to release it. • Specify the columns you want to see by right-clicking a column heading and checking or unchecking columns in the list. Checked columns will be displayed. Getting Started Columns available on the Workgroup View tab. Uncheck columns you don’t want to see. • Sort columns in ascending or descending order by clicking the column heading. An ascending (first to last) or descending (last to first) arrow appears.
• Resize MaxSupervisor windows by using the standard Windows method: place the cursor at a window edge or corner, then drag the window to the size you want. • Make a tabbed page an independent view by dragging the tab away from its position on the screen (applies to the tabs in the lower part of the window only). For example, here the Agent State tab has been dragged out to make a separate resizable view: You can also make an independent tab a separate panel in MaxSupervisor.
To get the tabbed page to be an independent panel, drag it slightly above the remaining tabs until you see a rectangle across the width of MaxSupervisor, then release it. To return an independent page to its place, drag its title bar to the tabs part of the tabs area and release. Restoring Layout Defaults To restore columns, column and tab order, windows, and so on, to their defaults, 1. Click the Configuration button.
2. Click the Restore Defaults tab, and check the Windows Layout Settings check box. 3. Click OK. 4. Restart MaxSupervisor. Setting the Re-Sort Interval MaxSupervisor includes an automatic sort interval for Agent View and Agent Status. The application will refresh the display based upon the interval you've chosen and the field you've used to sort the data. The default interval is 15 seconds.
Minimizing and Exiting MaxSupervisor Minimize - To minimize MaxSupervisor, click the Minimize button in the top right corner of the screen. MaxSupervisor shrinks to an icon in the Windows task bar and the Windows system tray. Exit - If you are shutting down Microsoft Windows, MaxSupervisor will close automatically. Otherwise, to exit MaxSupervisor, rightclick the icon in the Windows Task bar and choose Close Window or click the X in upper right corner of the MaxAgent window.
Error Message The version of MaxSupervisor on your desktop is out of date. Description Solution The installed version Upgrade MaxSupervisor to match the current running of MaxSupervisor version of MAXCS. does not match the version of MAXCS on the system server.
CHAPTER 4 Using MaxSupervisor Using MaxSupervisor, you can do the following: • Monitor multiple workgroups in a single view that displays queue and staffing information for all the workgroups • View details of a selected workgroup: calls in queue, group statistics (including graph format), group voice mail, agent statistics, and agent state • Pick up and redirect queued calls • Listen to an agent’s phone call • Barge in on an agent’s phone call • Coach an agent without the caller hearing you • Record a
If necessary, use the scroll bar to see all the fields. Hover the mouse pointer over a column name to see a full explanation The columns display the following: • WG—Workgroup number • Name—Workgroup name • CIQ—Number of calls in queue. The background color changes to red when the limits specified in the configuration are exceeded. • LQT—The length of time that the oldest call has been waiting in the queue. The background color changes to red when the limits specified in the configuration are exceeded.
• Error—Number of agents who are in the error state (offhook but not on a call) • Not Available—Number of agents who are logged in but not able to receive calls for any of a number of reasons (checking voice mail, in wrap-up, in not-ready state, in busy state, etc.) Not Available will increment only when agent is Unstaff (virtual extension). Viewing the Queues Select a workgroup in the Workgroup tab, then click the Calls in Queue tab to view queue information for the selected workgroup.
To redirect a call from queue To redirect a call from queue, select a queued call from the list, then click Redirect at the bottom of the tab. MaxSupervisor pops up a window that lists extensions and speed dial numbers. Click a number and click OK to redirect the call to that number. You may also type the extension or speed dial number in the Number to Forward box.
To assign a color to each call priority To set up queue alerts, 1. Click the Queue Alert tab in the Configuration dialog box: 2. Check Enable Queue Alert to enable the alert. 3. Choose to be alerted through a screen pop and/or an audio beep. MaxSupervisor Manual 21 Using MaxSupervisor Choose a color from the drop-down list beside each call priority you want to color-code, and click OK. The configuration is stored locally.
4. Choose to be alerted when the queue time exceeds the number of seconds you specify and/or the number of calls exceeds the number you specify. 5. Click OK. When a specified condition is met, a screen pop displays messages like the following: • "Date Time: Number of queued call(s) in Workgroup xxx exceeds y call(s)" • "Date Time: Waiting time in Workgroup xxx longer than x seconds(s)." Click OK to dismiss the pop up.
Click the panel border and drag left or right to resize the panels You can select the data you want to see graphed from the dropdown list below the graph. You can select a time interval for the graph also: 15 minutes, 30 minutes, 1 hour. Workgroup statistics are reset every night at midnight. MaxSupervisor Manual Using MaxSupervisor Most of the statistics are self-explanatory.
Inbound Call Statistics Since Midnight Calls without Queuing Total of calls with queue duration of zero. Calls in Queue Total number of calls in queue. Total Inbound Calls Total calls that arrived. Calls Answered Total inbound calls that were answered. Calls Overflowed/ Redirected Count of calls that overflowed from the WG queue or were redirected to other destinations. Calls Abandoned Total of all types of abandoned calls in the following subcategories.
Service Level % Percentage of calls in queue answered before SLT time is reached. All Calls with Wait Time less than SLT Number of calls with queue duration with wait time less than SLT, whether answered, abandoned, or otherwise terminated. Wait Time and Talk Time Average Wait Time for Answered Calls Total Wait Time for Answered Calls divided by Total Calls Answered.
You can sort the agents in ascending or descending order by type of statistic. To do so, click a statistics category on the left. The agents get rearranged according to your selection. For example, if you click “Total WG In Calls Answered”, you would see something like the following: Notice that the chosen category above displays a descending arrow. So the first agent displayed here answered the most calls, and the last agent displayed answered the least.
Viewing Agent State Click the Agent State tab to view the current state of the agents for the selected workgroup and to have access to the Listen, Barge In and Coach buttons. If the agent is connected to a call, then the following is displayed: a red circle icon in the Rec column if the call is being recorded, talk time, the ID of the person at the other end of the call, and the name of that person (if available).
• [00] – Appears in the Logout Reason column in one of two situations: either agents in this workgroup are not required to provide a logout reason, or “00” is used to indicate a logout reason of “other.” • [96] – The agent’s IP extension was logged out by the system due to a network error. • [97] – The agent’s physical or IP extension changed to a virtual extension, and the system logged out the extension from the workgroup. • [98] – The supervisor logged out the agent.
Listening In When you listen in to a call, you cannot be heard. To listen in to a call, 1. On the Agent State tab, click to select an agent connected to an incoming workgroup call. 2. Click the Listen button to ring your extension, then listen in by phone or headset. Alternatively, using the handset, press # 59 + + + 1. 3. When you are finished monitoring, click the Stop button at the bottom of the tab.
Alternatively, using the handset, press # 59 + + + 3. 3. To exit the call, click the Stop button at the bottom of the tab. The Stop button becomes available on the tab after you click Coach. Recording Calls A supervisor can record conversations between a workgroup agent and a customer. Recorded conversations can then be played back through voice mail or accessed at a centralized location, depending on how your system is set up.
Note: After a supervisor clicks on the Start Recording command to record an agent’s conversation, a recording icon appears in the Record column. It remains until the call is finished or when the supervisor stops recording the call. 3. To pause recording, right-click on the conversation and choose Pause Recording. 4. To end recording, right-click on the conversation and choose Stop Recording. If your system records to a centralized location, contact your administrator for access.
Viewing Group Voice Mail To view and handle workgroup voice mails for a workgroup, select the workgroup and click the Group VM tab. The Type column shows the state of a message: • New—Not heard yet and not marked urgent. • Urgent—Not heard yet and marked urgent. The row appears in red type. After the voice mail is listened to, the row appears in black type, and the type column displays Heard. • Heard—Listened to. • Saved—Saved as a .wav file to a preconfigured location.
To adjust the voicemail time display, 1. Click the Configuration button to open the Configuration dialog box, then click the Restore Defaults tab. 2. For the Voicemail Timestamp options, click either Server Time or Local Time. Click OK. Select the message and use the voice mail command buttons at the bottom of the GroupVM tab. • To listen to the voice mail, click the Play button. To stop it, click the Stop button. To rewind it, click the Rewind button. To fast forward, click the FFwd button.
1. Select the voice mail and click the Forward button. The Select Target dialog box opens: Voice mail groups are listed here Extensions are listed here 2. Check the check box next to the group(s) and/or extension(s) to which you want to forward the message. 3. Optionally, you can leave an introductory message. Select the Record Introductory Message check box and follow the steps below. 4. Click OK to complete the forwarding. Recording an Introductory Message 1.
Agent View The Agent View tab shows all agents that belong to at least one of the workgroups you’re monitoring. If the agent is on more than one call, only the active call's information is shown.
If an agent belongs to a workgroup that you’re not monitoring in the current session, that workgroup is not shown here. You can expand the information for multiple agents. Within the expanded login/logout display you can right-click a row to log the agent in to or out of that one workgroup or all the agent’s workgroups. See the next figure.
Index A L agent forced login/logout 31 logon state 27 skill level 27 agent statistics 25 sorting 26 assigning call priority 20 auto upgrade 4 licenses 1 listening in 29 logout reason codes B pickup call from queue 19 printing records 26 M monitoring, as supervisor 28 P barge in 29 Q C queue window 19 queues 19 call priority 20 call recording 30 coaching 28, 29 color coded queue priority current agent status 28 20 20 S 4 E error messages 15 exporting statistics 26 F forced agent login/logo
voice mail forwarding 33 show server or local time 32 W workgroup queues 19 38 MaxSupervisor Manual
