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MaxCommunicator Manual

Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Saving and Printing Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Viewing Agent State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Listening in, Barging In, Coaching . . . . . . . . . . . . . . . . . . . . . . 28

Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Forced Agent Login/Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Viewing Group Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Dealing with Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Agent View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

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Summary of Contents for MaxSupervisor

Page 1: ...MaxSupervisor Manual MAX Communication Server Release 6 5 7 2009 4504 0013 6 5...

Page 2: ...technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in...

Page 3: ...talling MaxSupervisor 4 Automatic Upgrade 4 Downgrade Procedure 4 CHAPTER 3 Getting Started 7 Logging In 7 Version Mismatch Dialog Box 9 When Connection Is Broken 9 Overview of the Main Window 9 Custo...

Page 4: ...23 Viewing Agent Statistics 25 Saving and Printing Statistics 26 Viewing Agent State 27 Listening in Barging In Coaching 28 Recording Calls 30 Forced Agent Login Logout 31 Viewing Group Voice Mail 32...

Page 5: ...n or coach calls if assistance is needed The supervisor can also re route a call in queue if necessary Session Licensing and License Upgrade Procedures MaxSupervisor requires that a MaxSupervisor seat...

Page 6: ...2 MaxSupervisor Manual...

Page 7: ...ssible to this client Pre Installation Checklist Before installing MaxSupervisor make sure the following is done MAXCS ACC 6 5 or MAXCS ACM 6 5 has been installed on the system server TCP IP is enable...

Page 8: ...nning on the server If updates were made on the server and your version of MaxSupervisor is out of date you are prompted for upgrade permission If you automatically upgrade the MaxSupervisor startup i...

Page 9: ...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...

Page 10: ...6 MaxSupervisor Manual...

Page 11: ...ting to the Internet through a modem connection before you log in establish a session connection from your PC to your local internet service provider If you re using a low speed connection the login m...

Page 12: ...login will be disabled from 1 to 24 hours depending on the duration set by your system administrator 3 Click Sign in A progress bar shows you the progress of the sign in 4 In the dialog box that appe...

Page 13: ...e time to populate the call information in the agent state when MaxSupervisor first starts up Version Mismatch Dialog Box If your version of MaxSupervisor doesn t match the version of MAXCS on the sys...

Page 14: ...down to resize the panels Resize columns by placing the cursor on a column divider in the header area until you see left and right arrows Then click and drag left or right to resize the columns Rearra...

Page 15: ...heading An ascending first to last or descending last to first arrow appears Click the column heading again to sort in the reverse order If you click a column heading and all the data in that column i...

Page 16: ...ze 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 ta...

Page 17: ...emaining 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 Ag...

Page 18: ...xSupervisor 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 tray...

Page 19: ...inging the network server address OR 2 Try using the IP address of MAXCS if using the DNS name in the server field Please register AlpInter face dll regsver32 AlpInterface dll MaxSupervisor uses this...

Page 20: ...16 MaxSupervisor Manual...

Page 21: ...edirect 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 an agent s phone call Log in and log out agents from workgro...

Page 22: ...l VM Number of unheard workgroup voice mails Config Number of agents set up for this workgroup Logout Number of agents logged out of this workgroup Login Number of agents logged in to this workgroup I...

Page 23: ...ules ID identifies the order in which the call entered the workgroup but not necessarily the order in which it will be answered workgroup number caller ID caller name if available the number dialed by...

Page 24: ...roup Configuration Queue Management tab must be checked for your extension before you can redirect calls from queue To reassign call priority To reassign call priority to a queued call right click on...

Page 25: ...ist beside each call priority you want to color code and click OK The configuration is stored locally To set up queue alerts To set up queue alerts 1 Click the Queue Alert tab in the Configuration dia...

Page 26: ...iting time in Workgroup xxx longer than x seconds s Click OK to dismiss the pop up If you leave the pop up displayed it will be updated when the specified threshold is crossed again You don t have to...

Page 27: ...The statistics displayed are for workgroup calls only You can select the data you want to see graphed from the drop down list below the graph You can select a time interval for the graph also 15 minu...

Page 28: ...automatically redirecting caller to voice mail where caller leaves a message Without Voice Mail Count of calls abandoned to voice mail by caller pressing a digit or by system automatically redirectin...

Page 29: ...group View tab including the number of calls answered the average talk time average amount of time spent on the phone per call and the average time spent in wrap up The table also displays the login a...

Page 30: ...calls and the last agent displayed answered the least If you click the category again the arrow and the sort order becomes ascending from least to most Saving and Printing Statistics To save agent or...

Page 31: ...ed 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 The Caller ID column also shows whet...

Page 32: ...call with the agent the caller and yourself You can also choose to coach the agent tell the agent what to say without the caller hearing you Note These features require the appropriate extension perm...

Page 33: ...becomes available on the tab after you click Listen Barging In You can barge into a workgroup agent call and enter the conversation in progress To barge in to a call 1 On the Agent State tab click to...

Page 34: ...h 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...

Page 35: ...ecording right click on the conversation and choose Stop Recording If your system records to a centralized location contact your administrator for access If the system is set to save the recording to...

Page 36: ...eard Heard Listened to Saved Saved as a wav file to a preconfigured location The caller s name is shown if available and the caller s phone number the date and time the message was left and the length...

Page 37: ...strator click the Save button No file saving dialog box opens but the message is saved in the specified location Export To save a selected message as a wav file in a directory that you specify and wit...

Page 38: ...ess the pound key A confirmation appears on screen 3 Click OK to confirm and complete the action To attach a note To add a note to accompany a voice mail click in the Note field and type your note Age...

Page 39: ...e plus sign on an agent row to see the agent s workgroups and the agent s login logout information for each workgroup plus the agent s assigned skill level In the figure below the row for agent Wendy...

Page 40: ...36 MaxSupervisor Manual...

Page 41: ...atistics 26 F forced agent login logout 31 forwarding voice mail 33 G group statistics viewing 23 I installation requirements 3 L licenses 1 listening in 29 logout reason codes 28 M monitoring as supe...

Page 42: ...38 MaxCommunicator Manual voice mail forwarding 33 W workgroup queues 19...

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