AltiSupervisor™ for AltiWare Open Edition (OE)/ AltiServ Contact Center (ACC) Release 5.0A and AltiContact Manager (ACM) Release 5.0A Manual Revised 04/2006 Version #3 4504-0013-5.
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.
Contents Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii CHAPTER 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Version 5.0A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Monitoring—Listening in and Barging In . . . . . . . . . . . . . . . . . . . Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Forced Agent Login/Logout/Unstaffed . . . . . . . . . . . . . . . . . . . . . Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 20 22 23 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Warranty What The Warranty Covers AltiGen Communications warrants its hardware products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, AltiGen Communications will, at its sole option, repair, refund or replace the product with a like product.
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an RMA form to 510-252-9738, attention to Customer Service. AltiGen reserves the right to refuse return of any material that does not have an RMA number.
CHAPTER 1 AltiSupervisor is an optional software package that runs with the AltiWare OE or AltiContact Manager system. AltiSupervisor Session licenses must be installed and registered to enable client sessions. To install the AltiSupervisor client software, you can load AltiSupervisor on a network server and then using your company’s distribution software to deliver the AltiSupervisor client software to each desktop PC.
Installation The following items are included in the AltiSupervisor 5.0A package: • AltiSupervisor 5.0A Manual • AltiSupervisor Session License If any of these items are missing or damaged, please contact your Authorized AltiGen dealer. Important: 4.6 client programs cannot be installed in the same PC running 5.0A client programs. Client System Requirements The client system must each meet the following minimum requirements.
Session Licensing and License Upgrade Procedures You can verify the licenses when you run AltiAdmin/ACM Admin by selecting About AltiWare…/About ACM Admin... on the Help menu, then clicking the License Information button to view a window that displays licenses and session information. Installation and Setup Pre-Installation Checklist Before installing AltiSupervisor, please review the following checklist: • Make sure that AltiWare OE/ACC or AltiContact Manager 5.
Uninstalling AltiSupervisor 1. From the Windows Start menu, select Control Panel Remove Programs to uninstall AltiSupervisor. Add/ 2. Click OK when the dialog box asks if you want to uninstall the program, and respond to any additional prompts. Auto Upgrade During startup, AltiSupervisor will detect if its version matches with the version of the OE/ACC or ACM server to be connected. If an older version is found, the client will be prompted for upgrade permission.
Service Level = (# of calls in Q - # of calls in Q over SL threshold) / # of calls in Q • Service Level since midnight = (# of answered calls - # of answered calls over SL threshold) / # of answered calls AltiSupervisor Manual 5 Installation •
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CHAPTER 2 Getting Started Logging In Important: For users running Windows XP SP2, a firewall protection Security Alert will pop up when opening the client login window. Before you log in When you launch AltiSupervisor for the first time, you need to know either the server name or the IP address of the server you’ll be linking to.
Figure 1. Logging in 2. Enter your Extension number and Password assigned to your phone. Check the Always save password check box to store your login password the next time you access AltiSupervisor. Note: AltiServ maintains a counter for each extension to track login failures. Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depending on the Administrator’s setting). 3. 8 Select how you want to log in and click OK.
Reconnecting to AltiSupervisor When a connection between AltiServ and AltiSupervisor is broken, AltiSupervisor will pop a message box to inform the user and reconnect the call. Clicking Yes will connect to AltiServ again without having to log back onto AltiSupervisor to re-enter the extension number and password. Getting Started Figure 2.
Resizing the Display You can resize many AltiSupervisor windows using the standard Windows method: place the cursor at a window edge or corner, then drag the window to the size you want. Also, the field size for any field can be increased or decreased by pointing the cursor to either side of the field’s main column. The cursor changes to a movable double bar (||) that can be moved to resize the column. Call States AltiWare/AltiContact Manager applications report the status of calls.
Error Messages The following errors may be displayed as login or connectivity errors. Error Message AltiWare connection limit has been exceeded. Description Solution Cannot connect to AltiLink. You are not connected to Check the server field (IP address AltiWare. or DNS name) by: Please check server name 1. Pinging the network server or network connection. address OR 2. Try using the IP address of AltiWare (if using the DNS name in the server field). Please register AlpInterface.
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CHAPTER 3 Using AltiSupervisor Logging in to AltiSupervisor allows you to view workgroup and agent performance statistics and a history of calls. You can print this statistical data or export it to a CSV (Comma Separated Value) file. Further, you can view call data for calls in queue. You can listen to and, if your system is set up for it, barge in to agent phone calls. You can also use AltiSupervisor when logging in with the IP Extension Integrated with... option.
After initial login as a Supervisor (described in “Logging In” on page 7), you are asked to specify which workgroups you want to monitor. Figure 2. Password window for workgroup supervisor login Select the workgroups using the drop-down lists, and type the password for each workgroup pilot extension. If you want the software to remember the passwords, select the Save workgroup password check box. When you’re ready, click Login. AltiSupervisor supports logging in on up to eight workgroups simultaneously.
Viewing Group Statistics Using AltiSupervisor Figure 3. Group Statistics tab The Group Statistics tab displays—for each workgroup—real time workgroup activity and performance, workgroup performance since midnight, and a summary of agent data. The statistics displayed are for workgroup calls only. These statistics are reset every night at midnight.
• Average wait time for abandoned calls—the average amount of time calls were in queue before they were abandoned. Abandoned means that the caller has hung up before the call was answered. • Calls abandoned—the number of calls abandoned since midnight. Abandoned to App or others—includes abandoned to AA, to operator, to extension, to outside, to line park, or dropped. • Average talk time—the average amount of time workgroup agents are actually talking to callers.
Viewing Agent Statistics Figure 4. Agent Statistics tab The table also displays the login and logout times. Click the workgroup extension tab at the bottom of the panel to view statistics for agents in another workgroup. AltiSupervisor Manual 17 Using AltiSupervisor The Agent Statistics tab displays statistics for each agent, including the number of calls answered, the average talk time (average amount of time spent on the phone per call), and the average time spent in wrap up.
Viewing Agent Current Status Click the Agent State button to view the current status of the agents for the selected workgroup. Figure 5. Agent State tab This tab displays information about the agent’s logon readiness state and the agent’s status (either idle or busy). If the agent is connected to a caller, call data and Caller ID data are displayed, indicating whether the call is incoming or outgoing, Personal or Workgroup.
— in Wrap-up after a call • For an agent’s outbound workgroup call to another agent in the workgroup, the Caller ID field will show the direction of the call (=> means an outgoing call, <= means an incoming call) and the caller ID of the incoming caller/outgoing call. To change views and print data: Click the workgroup pilot extension tab at the bottom of the panel to view data for agents in another workgroup. Click Print to print the current window data.
To listen in to a call: 1. On the Agent State tab, click to select an agent connected to an incoming workgroup call. 2. Click the Listen button to ring your extension, then listen in by phone or headset. Alternatively, using the handset, press # 59 + + + 1. 3. When you are finished monitoring, click the Hang Up button. The Hang Up button appears on the tab after you click Listen or Barge In.
WARNING! Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws. To record a call: 1. On the Agent State tab, right-click on the agent call to open a dropdown list. Using AltiSupervisor Figure 6. Call Recording from a right-click 2. Scroll to Start Recording.
4. To end recording, right-click on the conversation and scroll to Stop Recording. If the administrator has set to record to a centralized location, contact your administrator for the location. If the system is set to save the recording as the AltiSupervisor’s voice mail, the recording can be heard through the AltiGen Voice Mail System. Notes: • Depending on the size and number of recorded calls, this may affect the system’s resources.
Note: AltiSupervisor can only set an agent to Unstaffed, but cannot change an unstaffed agent back to Staffed or Logon. “Change to Unstaffed” feature is not supported at the IP phone agent. Viewing the Queues Click the Queue tab to view the queue for the selected workgroup. For each call in queue, the Queue tab displays the ID, the queue time, priority queue time, Caller ID, and Caller Name if available. The maximum number of calls in queue, at any one time, is 34.
Note: The “Allow Transfer/Priority Change” setting in the Queue Management page of ACM Admin must be enabled in order to allow AltiSupervisor to transfer calls from queue. Assign Call Priority To assign call priority to a queued call, right-click on the call from the Priority field and select a priority level from 1 - 9. Figure 9.
Figure 10. Set Priority Color, Queue Tab Be Alerted when Queue Reaches Specified Limits 1. Check Enable Queue Alert to enable the alert. 2. Choose to be alerted through a screen pop and/or an audio beep. 3. Choose to be alerted when the queue time exceeds the number of seconds you specify and/or the number of calls exceeds the number you specify.
• "Date Time: Number of queued call(s) in Workgroup xxx exceeds y call(s)" • "Date Time: Waiting time in Workgroup xxx longer than x minute(s)." Click OK to dismiss the pop up. If you leave the pop up displayed, it will be updated when the specified threshold is crossed again. The supervisor does not have to be part of a workgroup to use the Queue Alert feature.
Index Index F forced agent login/logout 22 G A AA state 10 address AltiGen Communications, Inc. ii agent statistics 17 all calls recorded 21 AltiGen Communications, Inc.
Index recording calls 20 redirect call from queue Ringback state 10 ringing 10 23 S screen pop 9 session licensing 3 Set Text Color button 24 status, agent 19 system requirements 2 U uninstall 4 uninterruptible power supply (UPS) 15 unstaffed 22 upgrade 3 UPS (uninterruptible power supply) 15 V viewing agent status 19 viewing queues 23 voice mail state 10 W warranty iii how to get service Windows tray 9 workgroup queues 23 iii 28 AltiSupervisor Manual
