AltiGen MAXCS 7.0 Update 1 MaxAgent User Manual

Page 21

MaxAgent Manual

Voicemail—A log of unopened and opened voice mails left at your
extension. Columns include: Type, Number, Caller Name (if
available from extension information or from an external
database), Date/Time, Duration, and Note. See “Dealing with
Voice Mail” on page 47.

Contacts—A list of contacts you have added to your MaxAgent.
Columns include: Name, Company, Business Phone, Mobile Phone,
Email Address, IM Address, Home Phone. To find out how to add
contacts to your MaxAgent, see “CRM Integration” on page 72.

Greeting—From the Greeting tab, you can record and review
greetings for each Activity state. See “Changing Activity Status
and Recording Activity Greetings” on page 16.

Performance—Shows your performance since midnight for each
workgroup you’re logged into. Includes direct calls and workgroup
calls. Shows amount of time you were logged in, not ready, DND/
FWD, on inbound calls, on outbound calls, in wrap-up mode, and
in hold state. See “Viewing Your Workgroup Performance” on page
54.

History—A history of your incoming, outgoing, and missed calls.
Columns include: Direction (inbound - red arrow, outbound -
green arrow, missed), Number, Name, Date/Time, Duration,
DNIS, Group, and Note. See “Viewing the Call History” on page 52.

Directory—Lists the extensions of people at the company.
Columns include: Type (local, remote), Extension, Name, Activity,
Department, Location.

Note: In order to see activity for remote extensions on the

Directory tab, you must add those remote extensions to
your Monitor list by following the steps described in
“Choosing Workgroups / Extensions to Monitor” on page
51.

WG Status—Shows the real time status of all the workgroups
you’re logged into. Columns include: Workgroup Number,
Workgroup Name, Login/Out Status, Calls In Queue, Calls In
Queue > SL, Longest Queue Time, New, Agents Logged In, Total
Busy Agents, Total Agents Not Available, % of Calls That Exceed
Threshold. See “Checking Workgroup Status” on page 53.

Speed Dial—A list of speed dial numbers entered by the system
administrator and entered at the extension. Columns include:
Type (extension speed dial or system speed dial), ID, Name,
Number, and Note. See “Dialing Speed Dial Numbers” on page 28.