Max I is the server application that provides the administrator or supervisor with control over the whole system and the agents. The system is divided into groups, each group consists of number of agents. There is a supervisor monitoring the agents’ performance and an administrator having all the privileges to change in Max I settings. Any external call is directed to either an extension number, agent name, a group or an IVR according to the line used.

• Monitors the system: It displays a statistical evaluation of agents or groups and even of the unregistered agents and the intruders. It also displays the call center status at the moment.
• Allows changing the settings: The administrator/supervisor may change in the system settings, each according to his privileges, for example to change routing policy or to change the service level required…etc.
• Generates reports: It generates reports about the current system settings, the transactions performed at certain time or date and about the performance of certain agents/groups.
• Displays status of all of the active telephone and data calls on the system (particularly useful to monitor data calls).
• Lists incoming calls that have not been answered (missed calls) together with time/date, extension dialled.