Application Notes: SightMax Configuration For MAXCS Release 7.0 Update 1 April 20, 2014 Page 1 of 7 SightMax Configuration for MaxCS 7.
Contents System Requirements ........................................................................................................................... 3 Overview ................................................................................................................................................ 3 Installation ............................................................................................................................................. 4 SightMax Version Upgrades ..................
SightMax is a third-party Live Chat (Instant Messaging) platform provided by SmartMax Software. In MaxCS release 7.0 Update 1, 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 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.
c. 3 Switch to the Monitor List tab and add all agents that will be using SightMax Integration Service to that extension’s Member list. Configure SightMax Integration Service: a. Open SightMax System Administrator and create a new operator that will work for SightMax Integration Services only, granting it Account Administrator privileges. 4 Install SightMax Integration. We recommend that you install this on the MAXCS server. a. On the MAXCS 7.0 Update 1 installation DVD, open the MaxSightIM folder. b.
7 8 On the MaxCS tab, enter the following information: • The MaxCS Server address • The user name that you configured on page 4 • The password that you assigned to that user On the SightMax tab, enter the following information: • The URL to the SightMax Web Service • The Admin Account username and password • The Admin Operator account name, user name, and password On the Bind Agent tab, you need to bind MaxCS Agents to SightMax Operators, so that the SightMax Integration Service can coordin
In the future, if you need to unbind an agent and operator, select the pair and click Unbind. Note: 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.
