AltiGen MAXCS 7.5 MaxAgent - Manual (Page 7)

MaxAgent Manual 1
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About MaxAgent
MaxAgent is a Windows desktop application designed to improve
the performance of workgroup and call center agents in a MAX
Communication Server ACM (MAXCS) environment.
MaxAgent allows workgroup agents to manage workgroup calls
from their computers. It allows direct access to call handling and
other functions, including the following:
• Viewing caller data (for example, IP address, account number,
credit card number, name, and so on) sent with an incoming
call
• Viewing queue data and other workgroup-related statistics,
agent’s performance, and member login/logout
• Exporting and printing workgroup queue and performance
data
• Setting up group meetings
Call information can be stored to an internal or external CDR
database for future review and analysis.
Microsoft Outlook and Outlook Express Support
MaxAgent 7.5 supports Microsoft Outlook 2007, 2010, and 2013,
allowing you to obtain phone numbers to dial from a Microsoft
Outlook Contact list. MaxAgent also lets you see the incoming calls
that have a matching record in the Contact list.
You must set up the Outlook Contacts list prior to using this
feature.
Licensing
The following AltiGen licenses are required:
• MaxAgent requires a MaxAgent seat license for each user, or
a MaxAgent session license.
• The IPTalk feature requires an IPTalk license for each user, or
an IPTalk session license.