MaxInSight Manual 6.5.8
Contents
1. KA ALTIGEN COMMUNICATIONS MaxInSight User Manual MaxACD Release 6 5 8 December 2012 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 408 597 9020 E mail info altigen com Web site www altigen com TRADEMARKS MaxACD for Lync MaxACD Administrator MaxAgent MaxSupervisor MaxInSight MaxReports VRM2. Select a field to view Specify a value range for the field you want to view moo No S Click OK A bar view is displayed The workgroup number and display color are shown at the top Cc 2 Q D X U D Lo mas m je arp Figure 23 Vertical bar view showing number of abandoned calls for a workgroup No calls were abandoned Changing the Parameters of a View To change the parameters of a view you re displaying in MaxInSight right click the view and choose Modify View Parameters Make your changes in the Parameters dialog box and click OK MaxInSight Manual 21 Modify View Parameter Minimize Maximize Restore Close The right click menu on a view Figure 24 The right click menu Configuring Alerts For each field you re interested in tracking you can choose to be alerted when data in the field crosses a threshold you specify a warning threshold and a critical threshold MaxInSight alerts you through a different color display and optionally by playing a sound file To configure alerts for a field 1 Choose Configure gt Configure Alerting Alerting Configuration xi r Display Color Normal HU Change Warning Gia Change Critical La Change r Alerting Threshold Workgroup List oo 2222 Alerting Configuration Number Name p Alerting Threshold ABN Total calls abandoned 3333 Field Name Tye Alert Configuration _
3. 4 Select a field to chart from the Select Field drop down list Only the fields of statistics data from the logger service you specified at login will appear in the drop down list The logger service is shown in the Current Data Source field 5 In the Value Range fields specify a value range for the field you want to chart 6 Specify the period for which you want to display statistics either the last x hours select from 1 24 or a time period you specify in the From and To fields 24 hour clock Be sure the time you select in the From field precedes the time you select in the To field 7 Selecta time interval for display 15 minutes 30 minutes one hour MaxInSight Manual 19 8 Click OK A bar view opens Workgroup numbers and their display colors are shown at the top D 2222 3333 100 80 60 40 20 o n seater eter teeter sei Ay elie Aia 19 45 20 00 20 15 20 30 20 45 21 00 21 15 21 30 Figure 20 A vertical bar view showing history data for abandoned calls in two workgroups No calls were abandoned E 2222 3333 Figure 21 A horizontal bar view showing history data for abandoned calls in two workgroups No calls were abandoned If you selected Real Time in the Bar View Display Mode dialog box the following dialog box opens 20 MaxInSight Manual Set Realtime Bar Yiew Parameters KA Workgroup w Field v Figure 22 Configuring Real time bar views Select a workgroup
4. 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 e Moving the windows in the standard Windows fashion 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 ViaxinSiaht Configure Add View Help 2222 3333 WG LOGIN LOGOUT DND FWD BUSY Cc O m ce z Q gt lt U c o 1 lt N je arp 2222 3333 WG Figure 7 Result of choosing View gt Arrange View to show five Views MaxInSight Manual 7 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 5 Configure Skin Panel Window Title Choose Skin Blue Metal Font Name Arial Fort Color y Background Image Main Window C 4Program Files Waltigen M axln5ight3kin5customize B Choose IY Display Altigen logo on the background Apply Cancel Figure 8 The Configure Skin dialog box In this dialog box you can e Select a skin the display in the
5. Talk Time Outbound Calls YES No YES YES YES TCIQ Total Calls in Queue YES No YES YES YES MAXCIQ MAXCIQ Maximum Calls in Queue YES No YES YES YES MAXQT MAXOT Maximum Queue Time YES No YES YES YES ANS of Inbound Calls Answered YES YES YES YES YES ABN Yo of Inbound Calls Abandoned YES YES YES YES YES OFL of Inbound Calls Overflowed Redirected YES YES YES YES YES TSL Total Calls Service Level YES YES YES YES YES ASL Answered Calls Service Level YES YES YES YES YES TOQ of Total Calls in Queue since midnight YES YES YES YES YES Table 3 Daily performance statistics fields 26 MaxInSight Manual Index Symbols in display data 13 A alerts configuring 22 always save password 4 arranging views 6 B background image changing 8 bar view configuring 18 broken connection 4 C changing background image 8 look of MaxInSight 8 number of digits displayed 13 view parameters 21 configuration remembered 5 configuring alerts 22 data displays 11 skin 8 connection with server broken 4 D data displays configuring 11 data source choosing 4 data displaying 11 digits displayed changing number of 13 disabling workgroups 6 display changing parameters 21 display mode 18 displaying data 11 F fields definitions 11 25 descriptions 23 list 25 font color changing 8 font changing 8 G gauge view 15 H history display mode 18 horizontal bar view configuring 18 image background chang
6. Threshold Configuration To quickly clear an alert threshold configuration on a field open the Alert Configuration dialog box Configure 5 Configure Alerting select the workgroup and then the field whose configuration you want to clear and click the Reset button List of Fields The following tables show all the fields supported in MaxInSight They also show what fields are available to what kinds of views In the tables Numeric means single workgroup view and multiple workgroup view Single Data Multi WG WG Queue RT Status Real Time Abbreviation Description Numeric Gauge Time Line V Bar H Bar CIQ of Calis in Queue YES YES No YES YES ClQ gt SL of Calls in Queue gt Service Level Threshold YES YES No YES YES QSL of Calls in Queue gt Service Level Threshold YES YES No YES YES LOT Longest Queue Time YES YES No YES YES VM of new VM in WG mail box YES YES No YES YES CIQ P n of Calls in Queue with Priority n YES YES No YES YES Table 1 Workgroup queue real time status fields Cc Mm Agent Availability Status Real Time Ka Abbreviation Description Numeric Gauge Time Line V Bar H Bar S UNSTAFF ofagents become virtual extension YES YES No YES YES o LOGOUT ofagents logout of WG YES YES No YES YES dp LOGIN of agents log into WG YES YES No YES YES BUSY of login agents in connect state YES YES No YES YES a IDLE of login agents in idle state YES YES No YES YES lt WRAPUP oflogin agents in wrap
7. dialog box changes to show what the skin looks like e Specify font name and color for the title window of views e Specify a background image for the main window by clicking the Choose button to open a dialog box 8 MaxInSight Manual Eg Look in lo Customize e ex Fe My Recent Documents Desktop io My Documents BlueMetal Background bmp Silver Background bmp My Computer ll L Nu File name laces Files of type BMP Files bmp z Cancel Figure 9 Selecting a background image e Choose a bmp image file from any folder and click Open e Choose to remove the AltiGen logo from the background of the Main window by clearing the Display AltiGen logo on the background check box Cc o Co Q ras O Le D lt N O arp MaxInSight Manual 9 10 MaxInSight Manual CHAPTER 3 Configuring Data Displays After you have enabled the workgroups you want to monitor Configure 5 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 e One workgroup only e Multiple workgroups in rotating views one workgroup at a time e 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 thr
8. up state YES YES No YES YES nD N READY of login agents in Not Ready state YES YES No YES YES re DNDIFWD of login agents in DND FWD state YES YES No YES YES a ERROR of login agents in Error state YES YES No YES YES BUSY of login agents in connect state YES YES No YES YES IDLE of login agents in idle state YES YES No YES YES WRAP of login agents in wrap up state YES YES No YES YES N READY of login agents in Not Ready state YES YES No YES YES DND FWD of login agents in DND FWD state YES YES No YES YES ERROR 96h of login agents in Error state YES YES No YES YES Table 2 Agent availability status fields MaxInSight Manual 25 Jpdate every 15 min Numeric Gauge V Bar H Bar Daily Performance Statistic since midnight Abbreviation Description INGALL Total WG Inbound calls YES No YES YES YES ANS Total Calls Answered YES No YES YES YES ABN Total Calls Abandoned YES No YES YES YES OFL Total Calls are Overflowed Redirected YES No YES YES YES AWT ALL Average Wait Time for all WG Inbound Calls Mo No YES YES YES AWT ANS Average Wait Time for Answered Calls YES No YES YES YES AWT ABN Average Wait Time for Abandoned Calls YES No YES YES YES AWT OFL Average Wait Time for Overflow Redirected Calls No No YES YES YES AHT Average Hold Time for Answered Calls Mo No YES YES YES QUTCALL TOTAL OUTCALL Total Outbound Calls YES No YES YES YES ATT IN Average Talk Time Inbound Calls YES No YES YES YES ATT OUT Average
9. 55 Eastern Division Enabled WorkGroup X Add F Enabl Remove Enable Workgroup Number 456 Password ka Cancel Figure 5 The Add Workgroup dialog box To disable a workgroup select it and click the Disable button Workgroups that you disable will not be available in other MaxInSight configuration screens To remove a workgroup from the list select it and click Remove Arranging the Display After you have configured views see Configuring Data Displays on page 11 you can control the MaxInSight display with the following methods e Using commands on the View menu and keyboard equivalent Full Screen Ctrl U Arrange View v 15800 2 5800 5700 3 5800 5700 Figure 6 The View menu Full Screen enlarges a view to fill the screen and hides the MaxInSight title bar and menus To get the MaxInSight main window and its menus back press CtrI U Ctri U is a toggle or the Esc key You can also 6 MaxInSight Manual right click on the border of the MaxInSight screen not within a view and choose View gt Full Screen Restore Arrange View fills the MaxInSight window with an orderly distribution of each view See Figure 7 for an example 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 gt Arrange View e Using commands on the right click menu
10. AA AA 25 gt 2a 400P ERA NEHA KR AN NANO BINA LOG ee eee 27 MaxInSight Manual iii iv MaxInSight Manual CHAPTER 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 computers MaxInSight includes the ability to see the following for single or multiple workgroups e Real time queue status e Real time workgroup resource status e Daily operation results e Trends of data over time Users can configure e Several types of data displays or views e Alerting thresholds e The display interval for different workgroups statuses when those workgroups are configured into in a single template e Character font size and color e The MaxinSight skin MaxInSight runs with the MaxACD for Lync server Licensing MaxInSight requires an AltiGen MaxInSight license System Requirements The client system must meet the following minimum requirements e BM PC AT compatible system e 1GHz CPU e Windows XP Professional SP2 or above or Windows Vista Business Edition 32 bit or 64 bit Windows 7 32 bit or 64 bit or Windows 8 32 bit or 64 bit e 1GB available hard drive disk space MaxInSight Manual 9 ao DL ns O o ek 1 1GB RAM SVGA monitor 1024 x 768 with 256 color display or better Keyboard and mouse MaxACD running
11. ABN Workgroup ABN Workgroup ANS Workgroup ANS Workgroup ASL Workgroup ATT IN Workgroup ATT OUT Workgroup AWT ABN Workgroup x Alerting Sound SoundFile None x Piy Cancel Figure 25 Configuring alerts 2 Select the display colors you want to use for normal warning and critical levels By default green represents normal level yellow represents warning level and red represents critical level 22 MaxInSight Manual 3 Select a workgroup in the Workgroup List and then select a field on which you want to set the threshold for the three levels Note To arrange the Workgroup Number Workgroup Name Field Name or the Type columns in ascending or descending order click the column heading Click again to reverse order 4 Click the Configure button or double click the field The Alerting Configuration dialog box for the selected workgroup opens 2222 Alerting Configuration ClQ25L Total of calls exceed SLT when waiting in the queue ClO SL i Upward Normal up to I calls Warning up to E callis Critical for above Downward Normal above calls aming E calls or less Eritical E callis or less Cancel Figure 26 Configuring upward alerts 5 Select Upward or Downward as appropriate configure the field s thresholds and click OK Note If you select Downward the Normal above field is filled in automatically when you specify the warning level For exam
12. Time Line View showing number of incalls every 15 minutes for the last hour Bar Views Vertical and Horizontal You can display one selected field of multiple workgroups in a bar view that shows either historical data or real time data 1 Choose either Add gt Add Vertical Bar View or Add gt Add Horizontal Bar View The following dialog box opens Set Bar Yiew Display Mode Display Mode tf History Real Time Cancel Figure 18 Choosing a bar view 2 Select History to display historical data or select Real Time to display real time data and click OK If you selected History the following dialog box opens 18 MaxInSight Manual Set Yertical Bar Yiew Parameters E Curent Data Source Intemal Log Service Select Workgroup and Field Selected Workgrou ABN Total calls abandoned Set Color Select Field ABN hl Value Range fo fioo Select Statistic Period Hour s Set Interval Interval 15 Minutes Cancel Figure 19 Configuring Bar views 1 Select one or more workgroups To select a workgroup highlight the workgroup and click the Right arrow button 2 Tospecify the color of the bars highlight a selected workgroup click Set Color and select a color Repeat for each workgroup selected Cc 2 Q D X U D Lo mas m je arp 3 To change the order of workgroups in a view highlight a selected workgroup and click the Up or Down button
13. anager and Enterprise Manager 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 2012 All rights reserved Contents CHAPTER 1 Overview and Installation 0 ccc eee eee eee 1 ICCMSINS AA l System Requirements a 1 Pre Installation Checklist 0 0 0 0 0 0 cee 2 Installing MaxInSight on a Client System 2 Uninstalling MaxInSight a 2 CHAPTER 2 GEL Started orse oe eect a aa R 3 Lolong IN awan seoir bes NANDO BA GAT HAAN caesar ese as 3 When Connection Is Broken aa 4 The MaxInSight Main Window 2 22 4 Making Workgroups Available for Monitoring 5 Arranging the Display 0 a 6 Changing the Skin 2 2a 8 CHAPTER 3 Configuring Data Displays ccc eee eee eee 11 Configuring Workgroup Data Displays 00 11 Setting a Single Row Type Display 11 Setting Concurrent Row Type Views of Multiple Groups 13 Setting Other Data Displays 0 0000 15 CENA AA AA 15 Time LNE VIEW 5 tnd eit ard NA anh he ake Gnd Bie et 16 Bar Views Vertical and Horizontal 18 Changing the Parameters of a View 0 e eee eee 21 Clearing an Alert Threshold Configuration 25 Listof Fields
14. ation dialog box Configure gt Configure Alerting In the WG panel specify a color for the workgroup number Setting Concurrent Row Type Views of Multiple Groups To configure simultaneous row views of multiple workgroups choose Add gt Add Multiple Workgroup View The configuration dialog box for multiple workgroup views is similar to that for a single workgroup display MaxInSight Manual 13 Cc is O D X w D a O a Set Multiple Workgroup Yiew Parameters Ea Select Workgroup PH J CIG Pi2 CIQ P 3 Cl P 4 Cl PIS Cl PIRI CIC Field Value Font Name Font Name Tahoma Tahoma Font Color Sy Masinnurn Number OF Digits 5 Cancel Figure 12 Configuring multiple workgroup views To configure see the steps in Setting a Single Row Type Display on page 11 In a multiple workgroup view each workgroup s data is displayed in a separate row The first column displays the number of the workgroup Figure 13 Data from two workgroups each in its own row 14 MaxInSight Manual Setting Other Data Displays In addition to the basic row views you can configure four other views Gauge Showss the real time status of a single data value in a dial format Timeline Shows trends of data elements over time The data points are plotted on the graph and connected with lines Vertical or Horizontal Bars Shows one field of either one workgroup or multipl
15. e Workgroup Agent To see an explanation of each field appearing just above the fields list highlight the field 12 MaxInSight Manual Use Shift click to select multiple adjacent fields Use Ctrl click to select multiple non adjacent fields Then click the Right arrow button to move them to the right hand column To remove fields select them and click the Left arrow button You can change the order of selected fields by highlighting a field and clicking the Up or Down buttons In the Row Count field specify the number of rows to use to display the fields you have selected In the following example six fields were selected and Row Count was set to 2 In this example data is configured to be displayed in two rows Figure 11 Configuring single workgroup views 4 If you have selected more than one workgroup specify in the Rotate Interval field how many seconds you want to display one workgroup view before MaxInSight rotates to the next group s view In the Field Name panel specify a font and a color for the field names In the Field Value panel specify a font and the maximum number of digits to display in a field If the field value is more than the maximum number of digits specified then will be displayed For example if the maximum number of digits is set to 2 but the field value is 123 then the content display on the view will be 1 Note Font color for the field value is set in the Alerting Configur
16. e workgroups in a vertical or horizontal bar view This view reflects either historical data or real time data whichever you specify Gauge View A gauge view displays the status of a single field in an easy to read dial format With a gauge view and with alerting configured it s easy to see for example whether service level is normal or too low the number of callers in queue is too high or queue time is too long To set parameters for a gauge view 1 Choose Add gt Add Gauge View Set Gauge Yiew Parameters x Workgroup Field r Value Range jo 100 Font Workgroup i Cc 2 Q D X U D Lo mas m je arp Field Name Fa J km Cancel Figure 14 Configuring Gauge views 2 Specify the workgroup the field to track and a value range Note Only the fields appropriate to a gauge view are available 3 Select a font and color for the workgroup and for the field name Click OK A gauge view is displayed similar to the following MaxInSight Manual 15 Figure 15 Gauge view showing of abandoned calls Time Line View A time line view is used to display trends of data elements over time The data points are plotted on a graph and connected with lines To set parameters for a time line view 16 MaxInSight Manual 1 Choose Add gt Add Time Line View Set Time Line Yiew Parameters Ea Curent Data Source Internal Log Service Select Workgroup and F
17. ection Is Broken When a connection with the 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 MaxlnSight Main Window Once you log in to MaxlnSight a blank window opens It has a menu bar at the top containing Configure Add View and Help menus The next figure shows the Configure menu 4 MaxInSight Manual Configure Workgroup To Monitor Configure Alerting Configure Skin Exit Figure 3 Main window with the Configure menu open MaxInSight remembers the workgroups you enable and the configuration and position of views so when you log in again the remembered work groups are enabled automatically and the views are displayed as they were when you logged out Before you can monitor a workgroup you must add it To do so choose Configure gt Configure Workgroup to Monitor Cc is O D x w D a O a Monitor Workgroup Click a column _ head to sort the Number Nang ET Mori aa 455 Eastern Division Enabled i 456 SalesForce App Enabled ascending or FAC Usability Task F Enabled descending order Add Remove Enable Disable OF oas taro ie boo ox Figure 4 The Monitor Workgroup window with three workgroups MaxInSight Manual 5 To add a workgroyp click Add enter the workgroup number and password and then click OK Monitor Workgroup x 4
18. esholds are reached See See Figure 24 Setting a Single Row Type Display To configure a row view for a single workgroup or multiple workgroups in a rotating display choose Add gt Add Single Workgroup View A dialog box shows the workgroups you enabled MaxInSight Manual 11 Set Single Workgroup Yiew Parameters Select Workgroup 2222 Select WGs to ae View Up Down Select Field 0512 Percentage of calls in queue lt service level threshold Highlight a field to see it described here PI CIO Set Single Workgroup Yiew Parameters Row Count fi 1710 Rotate Interval 20 second s 5799 f2 Display workgroup number in the first cell Field Value Font Name Tahoma Font Name Tahoma Font Color SSsssqq Masinnurn Humber OF Digits 5 wG Fco nr Cancel Figure 10 Configuring workgroup display 1 To selecta 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 Queu
19. h a modem connection before you log in establish a session connection from your computer 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 G D ro o mb D mi D Q Logging In 1 If this is your first login to this MaxACD 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 Server 10 10 0227 Extension 3212 HEEREE Password i Always Save Password Figure 1 The MaxInsight login window 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 MaxInSight Manual 3 If you want to store your login password and have it entered automati cally the next time you log in to MaxInSight check the Always save password check box 3 Click Sign in To cancel press the Esc key Choose Data Source E Internal Log Service Enabled Connected Figure 2 The Data Source window 4 Inthe dialog box 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 MaxACD server When Conn
20. ield Selected Workgroup offs INCALL Total workgroup inbound calls Set Color Select Field il DA l pw Value Range jo ho Select Statistic Period i Last fi Hour z C From To Set Interval Interval 15 Minutes Cancel Figure 16 Configuring Time Line views Cc 2 Q D X U D Lo mas m je arp 2 Select one or more workgroups To select a workgroup highlight the workgroup and click the Right arrow button 3 To specify the color of the lines highlight a selected workgroup click Set Color and select a color Repeat for each additional workgroup 4 From the Select Field drop down list select a field to chart Only the fields of data from the logger service you specified at login will appear in the drop down list The logger service is shown in the Current Data Source field 5 Inthe Value Range fields specify a value range for the field you want to chart 6 Specify the period for which you want to display statistics either the last x hours select from 1 24 or a time period you specify in the From and To fields 24 hour clock Be sure the time you select in the From field precedes the time you select in the To field MaxInSight Manual 17 Select a time interval 15 minutes 30 minutes or one hour Click OK A time line view opens The workgroup numbers and display colors are shown at the top INCALL Figure 17
21. ing 8 installation 2 installation requirements 1 L license required 1 logger servers 4 loggingin 3 main window 4 menus restore 6 monitoring workgroups 5 multiple rows configuring 13 multiple workgroup views 13 O overview of MaxInSight 1 P password always save 4 MaxInsight Manual 27 R arranging 6 real time display mode 18 mine Al reconnecting 4 required license 1 W requirements system 1 wav files 24 restore MaxInSight menus 6 windows moving 7 rotate interval 13 workgroup displays rotating display 11 configuring 11 row count 13 workgroups rows displaying multiple 13 disabling 6 row type display 11 making available to monitor 5 row type views multiple workgroups displaying simultaneously 13 S server P address 3 single workgroup view 11 skin changing 8 sound file adding 24 configuring 24 starting MaxInSight 3 statistics period 17 19 system requirements 1 T threshold clearing configuration 25 for alerts 22 thresholds setting 23 time line view configuring 16 definition 16 U uninstalling 2 V vertical bar view configuring 18 View menu 6 view changing parameters 21 views 28 MaxInsight Manual
22. on a server accessible to this client Pre Installation Checklist Before installing MaxInSight make sure the following is done MaxACD 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 computer Installing MaxInSight on a Client System When the above items are done follow these steps on the client machine 1 2 3 Exit all Windows applications Insert the MaxACD Clients CD into the CD ROM drive Open the MaxlnSight 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 MaxlnSight on a shared network server you can copy the files in the MaxInSight folder to your desktop computer and run the MaxInSight Setup program Uninstalling MaxInSight 1 2 From the Windows Start menu select Control Panel gt Add Remove Programs gt MaxinSight to uninstall MaxInSight Click Remove and respond to any additional prompts 2 MaxInSight Manual CHAPTER 2 Getting Started Start MaxInSight from the Microsoft Windows Start menu by choosing Start gt All Programs gt MaxInSight gt MaxinSight If you are connecting to the Internet throug
23. ple The workgroup number The field you selected is described here The dialog box varies depending on the field you selected Cc 2 Q D X U xe D Lo nas m je arp MaxInSight Manual 23 2222 Alerting Configuration LOGIN Number of agents login to WG LOGIN Upward formal up to fo agentie aring up ta jo agentie Critical for above Downward When 8 was entered in Normal above 8 agentfs the Warning field 8 waming 8 agentfe or less appeared automatically Critical 5 agenifs or less in the Normal above field Cancel Figure 27 Configuring downward alerts 6 If you want configure an alerting sound to be played when the field value falls into the warning or critical level To do so select a file from the Sound File drop down list You can click the Play button to preview the sound Note Wave files are stored in the WAV folder under the MaxInSight folder You can add your own sound file to this folder and it will appear in the selection list The duration of your sound file should be less than 5 seconds Note Only one sound file can be used per workgroup 7 When you are finished configuring click OK In this view alerting parameters are set to 10 calls in queue is normal 11 13 CIQ is at the warning level more than 13 CIQ is at the critical level Figure 28 A gauge view with alerting parameters set 24 MaxInSight Manual Clearing an Alert
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