Altigen MaxReports manuali

Altigen MaxReports Manuale Utente (40 pagine)

Marchio: Altigen | Categoria: Software | Dimensione: 0.73 MB |

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MaxSupervisor™

1

WARNING!

2

TRADEMARKS

2

Contents

3

About MaxSupervisor

5

2 MaxSupervisor Manual

6

Installation

7

Uninstalling MaxSupervisor

8

Automatic Upgrade

8

Getting Started

9

6 MaxSupervisor Manual

10

Version Mismatch Dialog Box

11

When Connection Is Broken

11

Overview of the Main Window

11

Customizing the Display

12

10 MaxSupervisor Manual

14

Restoring Layout Defaults

16

Error Messages

17

14 MaxSupervisor Manual

18

Using MaxSupervisor

19

16 MaxSupervisor Manual

20

If necessary, use the scroll

20

Viewing the Queues

21

To redirect a call from queue

22

To reassign call priority

22

To set up queue alerts

23

20 MaxSupervisor Manual

24

Viewing Group Statistics

25

Viewing Agent Statistics

27

24 MaxSupervisor Manual

28

Viewing Agent State

29

Listening In

30

Barging In

31

Coaching

31

Recording Calls

32

Forced Agent Login/Logout

33

Viewing Group Voice Mail

34

MaxSupervisor Manual 31

35

Voice mail groups

35

Extensions are

35

Agent View

36

MaxSupervisor Manual 33

37

34 MaxSupervisor Manual

38

36 MaxCommunicator Manual

40

Altigen MaxReports Manuale Utente (261 pagine)

Marchio: Altigen | Categoria: Software | Dimensione: 4.71 MB |

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MaxACD Administrator

1

Contents

3

About This Manual

11

Overview

13

Chapter 1: Overview

14

Auto Attendant (AA) Features

17

Voice Mail Features

17

Exchange Integration Features

18

Administration Features

19

Voice over IP Features

20

Capacities

21

System Requirements

23

MaxACD Licenses

24

Preparation for Installation

25

Installing MaxACD

26

Uninstalling MaxACD

28

Logging In and Out

31

Changing the Password

32

Quick Access Toolbar

33

The View Windows

34

Trunk View Window

35

Extension View Window

36

Call Log View Window

36

Workgroup View Window

37

Setting the Refresh Interval

39

Configuring the MaxACD System

41

Setting General Parameters

42

Setting a System Number Plan

45

Routing Calls on Holidays

51

To create a Holiday Profile

52

Creating Account Codes

55

Setting up Call Reports

56

Country-Relevant Settings

58

Setting Toll Call Prefixes

59

Setting Emergency Numbers

59

• Music on hold

60

Media Server Management

63

Setting Parameters

64

HMCP Configuration Tool

66

The settings:

67

Voice Mail Configuration

69

Creating Distribution Lists

72

Defining a Distribution List

73

Auto Attendant Configuration

75

Adding Auto Attendants

76

Configuring Menu Items

78

Collecting Digits

80

Phrase Management

82

Multilingual Configuration

85

To add a language:

87

Configuring the Extension

89

Which Language Will Be Used?

91

Call Recording Configuration

93

Configuring Call Recording

94

Application Extension Setup

97

Application Failover Plan

98

Application Information

99

Readying the Application

99

MaxACD Administrator Manual

100

Component Configuration

101

• G.711 VPR — 1,000

104

• G.711/G.723/G.729 VPR — 200

104

Trunk Configuration

107

MaxACD Administrator Manual

110

SIP Tie Trunk Properties

111

SIP Trunk Properties

112

Configuring a SIP Trunk

113

Creating a SIP Trunk Profile

114

Incoming Call Routing

116

Outgoing Call Blocking

117

In Call Routing Configuration

119

Configuring Caller ID Routing

120

DNIS Routing

121

Configuring DNIS Routing

123

Configuring Out Call Routing

126

Parameter Description

127

Creating a Route

128

Setting Default Routes

128

Working on Dialing Patterns

129

To delete a dialing pattern

130

Extension Configuration

133

Setting up Extensions

134

Account Code

136

IP Extension Configuration

136

Lync Agent

136

Setting Wrap-up Time

138

Setting Inter Call Delay

138

Setting Mailbox Options

139

Disabling a Mailbox

140

SMTP/POP3 Setting

141

Mail Forwarding Options

141

Press Zero Option

141

Setting Mailbox Capacities

142

Emergency Notification

144

Setting Notification Timing

146

Enabling Message Notification

147

Setting Answering Options

148

Forwarding All Calls

149

Setting Up Monitor Lists

151

To add members to the list

152

To remove members

152

Routing Unassigned Extensions

153

• Only digits are allowed

154

Deleting a Route

155

Line Park Configuration

157

Deleting a Line Park Group

160

Workgroup Configuration

161

Apply to Button

164

Setting Up Workgroups

165

Setting Call Restrictions

166

Service Level Threshold

166

Workgroup Recording Options

167

Setting Business Hours

170

Skill-Based Rule Example 1

174

Skill-Based Rule Example 2

175

Setting E-mail Options

177

Voice Mail Access Option

179

Setting Call Handling Options

181

Handling Busy Calls

182

Handling Unanswered Calls

183

Announce Agent Info

185

Queue Management - Basic

186

Setting Queue Phrase Options

187

Queue Announcement

187

Expected Wait Time Sampling

188

Queue Overflow Forwarding

188

Quit Queue Option

188

Queue Management - Advanced

189

Announcement

190

Menu Selection

191

Queue Overflow

192

Agent Logout Reason Codes

193

Adding Transmitted CIDs

194

Editing Transmitted CIDs

195

Opening Enterprise Manager

198

Configuration Buttons

200

Setting VoIP Codec Profiles

201

G.729 RTP Packet

203

Length (ms)

203

Defining the IP Dialing Table

205

Configuring Departments

207

To define a department

208

Redundancy Configuration

209

Switchover Considerations

210

Requirements

211

Configuring Redundancy

211

General Maintenance

217

Manually Switching Servers

218

Rebooting Servers

218

Redundancy Limitations

219

System Report Management

221

Using SNMP

223

List of Traps Sent

225

When You Install MaxACD

228

Testing for Synchronization

231

Troubleshooting Tips

232

To gather trace files

233

Tools and Applications

235

Backing Up Files

236

Scheduling Backups

237

Restoring Backed up Files

237

Checking Extension Security

239

Trace Collector

241

• System Configuration Data

242

• Service Provider Log Dump

242

• IP Phone Trace Dump

242

• Stand-alone Gateway Trace

242

Voice File Converter

243

Read Config

244

To use Configuration Reader

245

Editing a .csv File

248

AltiGen Custom Phrase Manager

249

Creating New Phrases

250

Playing a Phrase

251

To Delete a Phrase

252

To Re-record a Phrase

252

Network Ports

253

Technical Support

255

Appendix B: Technical Support

256

Altigen MaxReports Manuale Utente (66 pagine)

Marchio: Altigen | Categoria: Software | Dimensione: 1.83 MB |

Inglese

Indice

AltiReport™

1

Contents

3

AltiReport

5

Installation

6

AltiReport Manual 3

7

4 AltiReport Manual

8

AltiReport Manual 5

9

6 AltiReport Manual

10

Overview

11

Administrator Login

12

8 AltiReport Manual

12

Administrator Profile

13

CDR Database Registration

14

AltiWare Registration

15

User Management

16

Mail Server Configuration

17

Backup and Restore

18

AltiReport Manual 15

19

Figure 13. AltiReport Back Up

19

Log Configuration

20

User Login

21

Main Menu

21

18 AltiReport Manual

22

Categories

23

Sub-Categories

23

Agent Report

24

Workgroup Report

24

Navigation

25

XML or .CSV file)

26

AltiReport Manual 23

27

Favorite Reports

28

AltiReport Manual 25

29

Scheduling Favorite Reports

30

Printing Reports

31

Saving Reports

32

Agent Reports

33

30 AltiReport Manual

34

AltiReport Manual 31

35

AGENTSUMMARY2

36

AltiReport Manual 33

37

AGENTPERWGSUMMARY2

38

AltiReport Manual 35

39

36 AltiReport Manual

40

Outbound)

41

Workgroup Reports

42

AltiReport Manual 39

43

Analysis

44

Comparison

45

All data from Table WGSUMMARY

47

46 AltiReport Manual

50

Calls Wait Time

51

48 AltiReport Manual

52

AltiReport Manual 49

53

50 AltiReport Manual

54

AltiReport Manual 53

57

2314 - Total Outbound Calls

58

Horizontal Axis

59

Vertical Axis

59

DNIS Reports

60

3201 - DNIS Call Summary

61

58 AltiReport Manual

62

Numerics

63

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