Configuring Maximizer Integration

When CCS Desk is integrated with Maximizer, it provides services such as popping a contact record on an incoming call, dialing contact numbers from within Maximizer etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.

The Maximizer tab within CCS Desk Manager contains a list of the Maximizer integration profiles. A new profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.

Incoming Calls

• Screen Pop Known Numbers – If the contact’s number is found in the Maximizer address book, the contact record will be opened in Maximizer.
• ‘Write a Note’ when answered – When an incoming call is answered, the ‘Write a Note’ window will be opened to allow agent to enter details of the call they are receiving, to be stored in the Notes section for that contact.
• New Number ‘Search Company’ – If the caller cannot be identified, this option will enable Maximizer to display the ‘Search by Company’ screen.
• Log Answered Calls – Generate automatic entries into the Maximizer Notes for incoming calls that are answered. These notes are formatted to appear in the Phone Log report within Maximizer. One of the fields in this report is Result. You can enter the appropriate Result Code for each of the different call types so they can be identified in the Phone Log report.
• Log Unanswered Calls – Generate automatic entries into the Maximizer Notes for incoming calls that are missed. These notes are formatted to appear in the Phone Log report within Maximizer. One of the fields in this report is Result. You can enter the appropriate Result Code for each of the different call types so they can be identified in the Phone Log report.
• Schedule Call Back – When enabled, a telephone call task will be scheduled to return the missed call.
• Link CCS Record Files in History - When enabled, a link to the call recording file will be added to the Documents tab to allow subsequent playback of the recording.

Outgoing Calls

• Screen Pop Known Numbers – If the contact’s number is found in the Maximizer address book, the contact record will be opened in Maximizer.
• ‘Write a Note’ when answered – When the outgoing call is answered, the ‘Write a Note’ window will opened to allow agent to enter details of the call they are making, to be stored in the History for that contact.
• New Number ‘Search Contact’ – If the caller cannot be identified, this option will enable Maximizer to display the ‘Search by Contact’ screen.
• Log Outgoing Calls – Generate automatic entries into the Maximizer Notes History for all outgoing calls. These notes are formatted to appear in the Phone Log report within Maximizer. One of the fields in this report is Result. You can enter the appropriate Result Code for each of the different call types so they can be identified in the Phone Log report.
• Link CCS Record Files in History - When enabled, a link to the call recording file will be added to the Documents tab to allow subsequent playback of the recording.

The ‘Integration’ setting must be changed to Maximizer and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.

Both CCS Desk and Maximizer must be running for this integration to work.

Additional Client Configuration

Each CCS Desk client must be configured with the Maximizer ODBC data source name, username and password. The ‘Maximizer Option’ button will be activated in the Configure section of CCS Desk client, when this integration type is assigned in the agent profile.

(CCS Desk Maximizer Integration requires a ‘iPECS CCS MAX’ user in the SQL with password ‘iPECS CCS ‘ with read only permissions to the Maximizer DB)

• Database – The ODBC data source name to the Maximizer database.
• Username– The name of a valid Maximizer account.
• Password– The password to the Maximizer account.

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