Altigen MaxSupervisor User manual

MaxSupervisor™
Manual
MAX Communication Server
Release 6.5
7/2009 4504-0013-6.5

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.
410 East Plumeria Dr.
San Jose, CA 95134
Telephone: 888-AltiGen (258-4436)
Fax: [phone]
E-mail: [email protected]
Web site: www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator, MaxCommunicator,
MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall,
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 4504-0013-6.5

MaxCommunicator Manual iii
Contents
CHAPTER 1
About MaxSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 1
CDR Records Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing MaxSupervisor on a Client System . . . . . . . . . . . . . . . . . 3
Uninstalling 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
Customizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Restoring Layout Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Minimizing and Exiting MaxSupervisor . . . . . . . . . . . . . . . . . . . . 14
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
CHAPTER 4
Using MaxSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
Monitoring Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Configuring the Queue with Color-Coding and Alerts. . . . . . . . 20

iv 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

MaxSupervisor Manual 1
Overview
C HAPTER 1
About MaxSupervisor
MaxSupervisor is PC desktop software that runs with the MAX
Communication Server (MAXCS) ACC and MAXCS ACM systems.
Using MaxSupervisor, supervisors of workgroup agents can monitor the
real time status and performance of a workgroup, including calls,
workgroup statistics, and agent state. This information can be stored in an
internal or external CDR database for future review and analysis.
The supervisor has the ability to listen to calls and to barge in 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 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.
CDR Records Note
For CDR records, there are two Service Level displays for MaxSupervisor:
•Service Level =
(number of calls in WG Queue – number of calls in Q over SL
threshold) / number of calls in Q
•Service Level since midnight =
(number of answered calls – number of answered calls over SL
threshold) / number of answered calls

2MaxSupervisor Manual

MaxSupervisor Manual 3
Installation
C HAPTER 2
Installation
The client system must meet the following minimum requirements.
• IBM/PC AT compatible system
• 1 GHz minimum (2 GHz CPU or above recommended )
• Windows XP Professional SP2 or Windows Vista Business Edition
• 250 MB available hard drive disk space
• 256 MB RAM minimum (1GB recommended)
• SVGA monitor (1024 x 768) with 256 color display, or better
• Keyboard and mouse
• MAXCS ACC/ACM 6.5 or above running on a server accessible 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 enabled on both machines.
• The client is able to connect to the server on the network.
• The person installing MaxSupervisor has local administrator rights on
the client PC.
• The MaxSupervisor License Key has been installed and activated on
the system server.
Installing MaxSupervisor 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 MAX Communication Server Clients CD into the CD ROM
drive.

4MaxSupervisor Manual
3. Open the MaxSupervisor folder, and run the Setup program in that
folder, following the step-by-step installation instructions as they
appear on the screen.
4. Alternatively, if your system administrator has loaded MaxSupervisor
on a shared network server, you can copy the files in the
MaxSupervisor folder to your desktop PC, and run the MaxSupervisor
Setup program.
Uninstalling MaxSupervisor
To uninstall MaxSupervisor,
1. From the Windows Start menu, select Control Panel > Add/Remove
Programs.
2. Click Remove, and respond to any additional prompts.
Automatic Upgrade
Each time you start up MaxSupervisor, a comparison is made with the
version of MAXCS ACC/ACM that is running on the server. If updates
weremadeonthe server,andyourversionofMaxSupervisorisout-of-date,
you are prompted for upgrade permission. If you automatically upgrade,
the MaxSupervisor startup is terminated and a software upgrade session is
started. Restart MaxSupervisor to run the newer version.
Note: For remote MaxSupervisor users outside the firewall, TCP port
10050 is required to be open to allow auto upgrade. Also,
automatic upgrade over the Internet requires the sending of 15 MB
files over the WAN, which may take some time, to perform the
automatic update.
Downgrade Procedure
1. Go to Control Panel > Add/Remove Programs and remove the
MaxSupervisor 6.5 program and ALL OTHER 6.5 client applications
(including MaxAgent, MaxCommunicator, MaxOutlook, AltiConsole
and CDR Search).
2. Reboot your system.
3. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and
remove AlpInterface.dll.

MaxSupervisor Manual 5
Installation
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.

6MaxSupervisor Manual

MaxSupervisor Manual 7
Getting Started
C HAPTER 3
Getting Started
Start MaxSupervisor from the Microsoft Windows Start menu, by
choosing Start > All Programs > MaxSupervisor > MaxSupervisor.
Note: For users running Windows XPSP3, a firewall protection Security
Alert may pop up when opening the login window. If this happens,
click Yes to allow MaxSupervisor to run.
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 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.)

8MaxSupervisor Manual
2. Enter your Extension number and the Password assigned to your
phone.
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. A progress bar shows you the progress of the sign-in.
4. In the dialog box that appears next, select the workgroup(s) you want
to monitor, and enter a password for each workgroup.
In this dialog box, you can:
• Sort the Workgroup column in ascending or descending order by
clicking the column heading (it’s a toggle).
• Resize a column by dragging a column edge to make the column
wider or narrower.

MaxSupervisor Manual 9
Getting Started
• Choose to hide specific rows. If Show All Rows is checked, the
Hide Row column is available. Check the Hide Row check box of
each workgroup you don’t want to see listed in this sign-in dialog
box, and then 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.
• Choose to see all rows. To see all workgroups listed again, check
the Show All Rows option. MaxSupervisor remembers the Hide
Row check boxes you checked and retains those checks.
5. Check the Save workgroup password check box, if youwant 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. It
takes some 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 versionof MAXCS on
the system server, you are prompted for upgrade permission when you try
to log in. If you allow upgrade at this time, the MaxSupervisor startup is
terminated and a software upgrade session is started. Restart
MaxSupervisor to run the newer version. (See “Automatic Upgrade” on
page 4 for more details.)
When Connection Is Broken
When a connection withthe phone server is broken, a message box pops up
asking if you want to connect again. Clicking Yes will restore the
connection without you having to go through the log-in process again.
Overview of the Main Window
Once you login to MaxSupervisor, the mainwindowappears. Thiswindow
provides views to monitor all the workgroups you selected.
You can customize the MaxSupervisor display: select only the columns
you need, rearrange the columns and tabs to suit your needs, and sort in
ascending and descending order.

10 MaxSupervisor Manual
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 . Then click and drag up or 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.
•Rearrange columns by clicking and dragging a column name to the
location you want.
See general workgroup queue and staffing information here
Tabbed pages contain various types of information
related to the selected workgroup
Click Agent View tab to see detailed information on
agents’ current calls and login history

MaxSupervisor Manual 11
Getting Started
•Specify the columns you want to see by right-clicking a column
heading and checking or unchecking columns in the pop-up list.
Checked columns will be displayed.
•Sort columns in ascending or descending order by clicking the
column 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 is the same, MaxSupervisor keeps the sort order of the
previously clicked column.
Dragging the Idle column to the right.
Red arrows show where to release it.
Columns available
on the Workgroup
View tab.
Uncheck columns
you don’t want to
see.
Ascending order Descending order

12 MaxSupervisor Manual
•ResizeMaxSupervisorwindowsbyusingthestandardWindowsmethod:
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 panelin MaxSupervisor.
For example, you might want this view:

MaxSupervisor Manual 13
Getting Started
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.
Agent State tab
has been dragged
from its place in the
bottom panel and
moved up to be
displayed in an
independent panel.

14 MaxSupervisor Manual
Restoring Layout Defaults
To restore columns, column and tab order, windows, and so on, to their
defaults,
1. Click the Configuration button . The Configuration dialog box
opens:
2. Click the Restore Defaults tab, and check the Windows Layout
Settings check box.
3. Click OK.
4. Restart MaxSupervisor.
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: . To open the MaxSupervisor window
again, double-click the MaxSupervisor icon (or right-click it and choose
MaxSupervisor.)
Exit - If you are shutting down Microsoft Windows, MaxSupervisor will
exit automatically. Otherwise, to exit MaxSupervisor, click the button
at the top right of the MaxSupervisor window.

MaxSupervisor Manual 15
Getting Started
Error Messages
The following errors may be displayed as login or connectivity errors.
Error Message Description Solution
MAXCS connection limit
has been exceeded. No MaxSupervisor was found OR more than
allowed number of Max-
Supervisor users have
attempted to log on.
Administrator must maintain the
number of MaxSupervisor license
keys or add additional seat licens-
ing.
Cannot connect to AltiLink.
Please check server name
or network connection.
You are not connected to
MAXCS. Check the server field (IP address or DNS name) by:
1. Pinging 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
dll to communicate with
MAXCS. It should be reg-
istered in the user’s sys-
tem.
Re-register this file. Type in DOS
command window, regsver32
AlpInterface.dll
Change directory to MaxSupervi-
sor directory, type regsver32
AlpInterface.dll
You have entered an invalid
password. Please try again. The password is incorrect. Enter your extension password.
The version of MaxSuper-
visor on your desktop is out
of date.
The installed version of
MaxSupervisor does not
match the version of
MAXCS on the system
server.
Upgrade MaxSupervisor to match
the current running version of
MAXCS.

16 MaxSupervisor Manual