Altigen MaxInSight User manual

MaxInSight™
Manual
MAX Communication Server
Release 6.0
Update2
2/2009 4504-0014-6.0 Update2

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. has designed security features into its products, it is
your sole responsibility to use the security features and to establish security
practices within your company, including training, security awareness, and
call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc., will not be liable for 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 accordance with the terms of the
AltiGen Communications, Inc., License Agreement.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: [phone]
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator, MaxCommunicator,
MaxAgent, MaxSupervisor, MaxInSight, Enterprise Manager, AltiServ,
AltiLink, AltiConsole, VRPlayer, Zoomerang, IPTalk, Alti-Mobile
Extension, InTouch Dialer, AltiReport, and SuperQ are trademarks or
registered trademarks of AltiGen Communications, Inc.
All other brand names mentioned are trademarks or registered trademarks
of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 2009. All rights reserved.
Part Number 4504-0014-6.0 Update2

MaxInSight Manual iii
Contents
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .v
CHAPTER 1
Overview and Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Installing MaxInSight on a Client System . . . . . . . . . . . . . . . . . . . . 2
Uninstalling MaxInSight . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
CHAPTER 2
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
When Connection Is Broken. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
The MaxInSight Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Making Workgroups Available for Monitoring . . . . . . . . . . . . . . . . 7
Arranging the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Changing the Skin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
CHAPTER 3
Configuring Data Displays . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Configuring Workgroup Data Displays . . . . . . . . . . . . . . . . . . . . . 13
Configuring for a Single Row-Type Display . . . . . . . . . . . . . . . 13
Configuring Simultaneous Row-Type Views of
Multiple Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Configuring Other Data Displays . . . . . . . . . . . . . . . . . . . . . . . . . 17
Gauge View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Time Line View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Bar Views - Vertical and Horizontal . . . . . . . . . . . . . . . . . . . . . 20
Changing the Parameters of a View . . . . . . . . . . . . . . . . . . . . . . . . 24

iv MaxInSight Manual
Configuring Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Clearing an Alert Threshold Configuration . . . . . . . . . . . . . . . . 27
List of Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

MaxInSight Manual v
Warranty
What The Warranty Covers
AltiGen Communications warrants its hardware products to be free from defects in material
and workmanship during the warranty period. If a product proves to be defective in material
or workmanship during the warranty period, AltiGen Communications will, at its sole option,
repair, refund or replace the product with a like product.
How Long the Warranty Is Effective
All AltiGen Communications products are warranted for one year for all parts from the date
of the first end user purchase.
Whom the Warranty Protects
This warranty is valid only for the first end user purchaser.
What the Warranty Does Not Cover
1. Any product on which the serial number has been defaced, modified or removed.
2. Damage, deterioration or malfunction resulting from:
a) Accident, misuse, neglect, fire, water, lightning, or other acts of nature,
unauthorized product modification, or failure to follow instructions supplied with
the product.
b) Repair or attempted repair by anyone not authorized by AltiGen Communications.
c) Any damage of the product due to shipment.
d) Removal or installation of the product.
e) Causes external to the product, such as electric power fluctuations or failure.
f) Use of supplies or parts not meeting AltiGen Communications’ specifications.
g) Normal wear and tear.
h) Any other cause which does not relate to a product defect.
3. Shipping, installation, set-up and removal service charges.
How to Obtain Service
End user customers should contact your Authorized AltiGen Dealer for service.
Authorized AltiGen Dealers must follow the steps below for service:

vi MaxInSight Manual
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen
Communications, Inc.
All materials being returnedto AltiGen must have anassociated RMA number.RMA numbers
are issued by AltiGen Technical Support and can be obtained by calling 1-888-258-4436 or
faxing an RMA form to 510-252-9738, attention Technical Support. AltiGen reserves the right
to refuse return of any material that does not have an RMA number. The RMA number should
be clearly marked on the outside of the box in which the material is being returned. For
example:
Attn.: RMA #123
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont CA 94538
Upon authorization of return, AltiGen will decide whether the malfunctioning product
will be repaired or replaced.
2. To obtain warranty service, you will be required to provide:
a) the date and proof of purchase
b) serial number of the product
c) your name and company name
d) your shipping address
e) a description of the problem.
3. For additional information contact your AltiGen Dealer or AltiGen Communications, Inc.
Effect of State Law
This warranty gives you specific legal rights, and you may also have other rights which vary
from state to state. Some states do not allow limitations on implied warranties and/or do not
allow the exclusion of incidental or consequential damages, so the above limitations and
exclusions may not apply to you.
Sales Outside the U.S.A.
For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen
Communications dealer for warranty information and services.

MaxInSight Manual 1
Overview and
Installation
C HAPTER 1
Overview and Installation
AltiGen MaxInSight is a workgroup performance application. It provides
call center managers and agents with the ability to track workgroup status
and performance data from a wall-mounted LCD panel or from their PCs.
MaxInSight includes the ability to see the following for single or multiple
workgroups:
• Real-time queue status
• Real-time workgroup resource status
• Daily operation results
• Trends of data over time
Users can configure:
• Several types of data displays, or views
• Alerting thresholds
• The display interval for different workgroups’ statuses when those
workgroups are configured into in a single template
• Character font size and color
• The MaxInSight skin
MaxInSight runs with the MAX Communication Server ACC or ACM 6.0
Update2 or later systems.
Licensing
MaxInSight requires an AltiGen MaxInSight session license.
System Requirements
The client system must meet the following minimum requirements:
• IBM/PC AT compatible system
• 2 GHz CPU or above

2MaxInSight Manual
• Windows XP Professional SP3, Windows Vista Business Edition, or
Windows 2003
• 1 GB available hard drive disk space
• 512 MB RAM
• SVGA monitor (1024 x 768) with 256 color display, or better
• Keyboard and mouse
• MAX Communication Server ACC 6.0 Update2 or MAX
Communication Server ACM 6.0 Update2 running on a server
accessible to this client.
Pre-Installation Checklist
Before installing MaxInSight, make sure the following is done:
• MAXCS ACC/ACM 6.0 Update2 has been installed on the system
server.
• The MaxInSight License Key has been installed and activated on the
system server.
• TCP/IP is enabled on both machines.
• The client is able to connect to the server on the network.
• The person installing MaxInSight has local administrator rights on the
client PC.
Installing MaxInSight on a Client System
When the above items are done, follow these steps on the client machine:
1. Exit all Windows applications.
2. Insert the MAXCS 6.0 Update2 Clients CD into the CD ROM drive.
3. Open the MaxInSight folder, and run the Setup program in that
folder, following the step-by-step installation instructions as they
appear on the screen.
Alternatively, if your system administrator has loaded MaxInSight on a
shared network server, you can copy the files in the MaxInSight folder to
your desktop PC, and run the MaxInSight Setup program.

MaxInSight Manual 3
Overview and
Installation
Uninstalling MaxInSight
1. From the Windows Start menu, select Control Panel > Add/Remove
Programs > MaxInSight to uninstall MaxInSight.
2. Click Remove, and respond to any additional prompts.

4MaxInSight Manual

MaxInSight Manual 5
Getting Started
C HAPTER 2
Getting Started
Start MaxInSight from the Microsoft Windows Start menu, by choosing
Start > All Programs > MaxInSight > MaxInSight.
If you are connecting 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
may take some time, since a large amount of data is transferred to your
desktop.
Logging In
1. If this is your first login to this MAX Communication Server ACC/
ACM system, enter the system server’s IP address or the name of the
system server you will be using. To obtain the server name or IP
address, ask your system administrator.
(Subsequently, when you log in, you’ll see the IP address in the Server
field.)
2. Enter your Extension number and Password assigned to your phone.
(You can also log in as a workgroup or a huntgroup.)

6MaxInSight Manual
If you want to store your login password and have it entered
automatically the next time you log in to MaxInSight, check the
Always save password check box.
3. Click Sign in or press the Enter key. (To back out of logging in, press
the Esc key.) The Choose Data Source dialog box appears:
4. Select a log service. Only enabled and connected log servers can be
selected. (The number of entries listed in the Choose Data Source
dialog box depends on the number of logger servers installed with the
MAX Communication Server.)
When Connection Is Broken
When a connection withthe phone server is broken, a message box pops up
letting you know. After you click OK in the message box, the application
closes, and you will need re-launch it.
The MaxInSight Main Window
Once you log in to MaxInSight, a blank main window appears. It has a
menu bar at the top, containing Configure, Add, View, and Help menus.
The figure below shows the Configure menu.

MaxInSight Manual 7
Getting Started
Figure 1. MaxInSight main window with the Configure menu opened
MaxInSight remembers the workgroups you enable, and the configuration
and position of views, so when you log in again, the remembered
workgroups are enabled automatically, and the views are displayed as they
were when you logged out.
Making Workgroups Available for Monitoring
Before you can monitor a workgroup, you must enable it. To do so, choose
Configure > Configure WG to Monitor.
Click a column
head to sort the
column in
ascending or
descending order

8MaxInSight Manual
All workgroups configured in your company’s MAX Communication
Server are listed in this dialog box. Select a workgroup you want to
monitor, and click the Enable button. Enter the workgroup password when
requested. Repeat for each group you want to monitor. Workgroups you
enable will be available to you in other MaxInSight configuration screens.
When finished, click OK.
To disable a workgroup, select it and click the Disable button. Workgroups
that you disable will not be available in other MaxInSight configuration
screens.
Arranging the Display
Afteryouhaveconfiguredviews(see“ConfiguringDataDisplays” onpage
13), you can control the MaxInSight display with the following methods.
• Using commands on the View menu (and keyboard equivalent):
FullScreen enlarges a view to fill thescreen and hides the MaxInSight
title bar and menus. To get the MaxInSight main window and its
menus back, press Ctrl+U (Ctrl+U is a toggle) or the Esc key. You
can also right-click on the border of the MaxInSight screen (not within
a view) and choose View > Full Screen/Restore.
Arrange View fills the MaxInSight window with an orderly
distribution of each view. For an example, see Figure 2, below.
The bottom of the View menu lists your current views. The view
appearing first in your display is checked. To make another view the
first displayed, click it in the menu list, and then choose View >
Arrange View. The newly selected view now appears first.
• Using commands on the right-click menu: in some situations, the
commands are Minimize, Maximize, Restore, Close. When you are
working in Full Screen, the commands Full Screen/Restore and
Arrange are available if you right-click on the border of the
MaxInSight screen (not within a view).
• Moving the windows in the standard Windows fashion:

MaxInSight Manual 9
Getting Started
Resize the MaxInSight window and view windows by placing the
cursor at a window edge or corner, then drag the window to the size
you want.
Move a window by clicking and dragging its title bar.
Dismiss a window by clicking the close button in the upper right
corner.
Minimize a window by clicking its Minimize button.
Figure 2. Result of choosing the View > Arrange View command to display five
configured views
Changing the Skin
You can select a skin for MaxInSight. The skin defines the title bar and
border of the main MaxInSight window and view windows. Choose
Configure > Configure Skin. The following dialog box is displayed:

10 MaxInSight Manual
In this dialog box, you can
• Select a skin (the display in the dialog box changes to show you what
the skin looks like)
• Specify font name and color for the title window of views
• Specify a background image for the main window by clicking the
Choose button to pop up an Open dialog box:
Choose a .bmp image file from any folder, and click the Open button.

MaxInSight Manual 11
Getting Started
• Choose to remove the AltiGen logo from the background of the Main
window by clearing the Display AltiGen logo on the background
check box.

12 MaxInSight Manual

MaxInSight Manual 13
Configuring Data
Displays
C HAPTER 3
Configuring Data Displays
After you have enabled the workgroups you wantto monitor (Configure >
Configure Workgroup to Monitor), you can then configure the data
displays you want to see.
Configuring Workgroup Data Displays
You can display rows of workgroup data in the following ways:
• One workgroup only
• Multiple workgroups in rotating views, one workgroup at a time
• Multiple workgroups on display at the same time
In addition to row views, you can also create gauge views, time line views,
and bar views.
You can configure individual fields to alert you when specified thresholds
are reached. See “Configuring Alerts” on page 24.
Configuring for a Single Row-Type Display
To configure a row view for a single workgroup or multiple workgroups in
a rotating display, choose Add > Add Single Workgroup View.
A configuration dialog box opens, listing the workgroups you have
enabled:

14 MaxInSight Manual
1. To select a workgroup, highlight it and click the Right-arrow button.
You can select multiple workgroups to monitor, but in this
configuration only one workgroup view at a time is displayed. When
multiple workgroups are selected, the data of each one is displayed in
rotation. You can specify the order of the rotating display by arranging
the order of the selected workgroups: highlight a workgroup and click
the Up or Down arrow button to move it to where you want it.
2. Select the fields you want to monitor. The fields are arranged in three
categories: Queue, Workgroup, Agent. To see an explanation of each
field (appearing just above the fields list), highlight the field.
Select
WGs to
view
Highlight a
field to see
itdescribed
here