SuperQTM Manual August, 2011
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 CHAPTER 1 About AltiGen SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Important WAN Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . 2 CHAPTER 2 Installing SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 For SuperQ Server Administration . . . . . . . . . . . . . . . . . . . . . . . . . 5 Additional Server Setup . . . . . . . . . . .
Query/Print Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SuperQ Group Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Distributed Calls Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Queue Time . . . . . . . . . . . . . . . . . . .
CHAPTER 1 About AltiGen SuperQ AltiGen SuperQ is a Java-based application designed to queue and distribute calls for call centers with workgroups located in different geographic locations or across multiple MAXCS ACM systems. Each server can have one or more local workgroup queues. All locations and servers are tied together over an internet protocol (IP) network and voice over IP (VoIP) SIP tie trunk.
• Dedicated Pentium 4, 2 GHz computer • 40 GB available hard drive disk space • 1 GB RAM • Java Virtual Machine (Java VM) 1.5 (SuperQ installation program will install this) The system with SuperQ Manager and SuperQ Monitor running must meet the following minimum requirements: • PC running Windows 2003 SP2 or Windows XP with SP3 or Windows Vista Business Edition or Windows 7 (32-bit or 64-bit) or Windows 2008 (32-bit and 64-bit) or Windows 7 (32-bit or 64-bit) • Java 2 Runtime Environment 1.
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CHAPTER 2 Installing SuperQ For SuperQ Server Administration Note: During the installation process, Java 2 VM 1.5 is installed on your system. To install SuperQ for server administration, run the Setup program and follow the installation instructions as they appear on the screen. In the Custom Setup screen, choose to install SuperQ Server on the system, then click Next. After installation, restart the system. Additional Server Setup • SIP tie trunks should have access codes set in MaxAdministrator.
Note: Do not select “default” as the codec type. This would cause remote call failure. SuperQ Service SuperQ Service is an automatic startup service running as a background process for SuperQ. This service is controlled by AltiGen Java Services Manager. To stop or start the service, or to change SuperQ Service properties, go to AltiGen Java Services Loader, located at Start > Programs > AltiGen Java Services Loader > AltiGen Java Services Manager.
After installation, you can run SuperQ Monitor or SuperQ Manager from Start > Programs > AltiGen SuperQ > SuperQ Monitor or SuperQ Manager. Application Extension Configuration A SuperQ pilot number is assigned by creating an application extension on the MAXCS system. The application extension number is used to route the calls to SuperQ from IVR/AA, Trunk In Call Routing, DNIS Routing, and so on.
Application Extension Page, MaxAdministrator If the SuperQ cannot determine how to transfer the call (for example, SuperQ Server is not running or the data link to the SuperQ Server is down), the SuperQ will follow the Application Extension Failover Plan specified in the Application Extension Configuration dialog box. Important: The password used for the application extension should be the same as the SuperQ password, so that SuperQ can log into each application when service is starting up.
CHAPTER 3 Using AltiGen SuperQ Manager Login To log in to SuperQ Manager, go to Start > Programs > AltiGen SuperQ > SuperQ Manager. In the login window, Server Name field, enter the SuperQ Service server name or IP address, enter the Password, and click the Login button. The default password is 22222 to log into SuperQ Manager.
Using AltiGen SuperQ Manager, the administrator can set up AltiGen SuperQ routing rules, add and delete workgroups, and start and stop AltiGen SuperQ. Toolbar The toolbar contains buttons to access SuperQ functions. Set CDR backup log to every x months Start and stop SuperQ Change the SuperQ manager password Get version info Open SuperQ Report window Network Configuration Adding a SuperQ To add a SuperQ: 1. Click the Add button in the SuperQ list pane, or right-click on the pane and select Add. 2.
3. Click OK. 4. Repeat steps to add additional SuperQs. (Up to 10 SuperQs may be added.) Once added, the SuperQ appears in the SuperQ List displayed in the left pane. Use the Edit or Delete buttons to modify or delete a selected SuperQ, or right-click on the SuperQ List pane and select Edit or Delete.
Adding a MAXCS Server to SuperQ To add a MAXCS server to a SuperQ: 1. Select a SuperQ from the SuperQ List, then click the Add button at the bottom of the pane, or right-click on the blank space of the SuperQ List pane and click Add. 2. In the Add Server dialog box, enter the Server Name, IP Address, Maximum In-use IP Channels, and use the drop-down box to select the local Time Zone for this MAXCS server.
Workgroup Configuration An administrator can add multiple workgroups in one server or the workgroups in different servers to a SuperQ. When the SuperQ receives a call from an application extension with the same workgroup number, SuperQ will dispatch the call to a workgroup based on call distribution rules or queue the call if no agent is available. Adding a Workgroup to SuperQ To add a workgroup to a SuperQ: 1.
3. In the Workgroup Business Hours field, select the workgroup’s operating hours. The workgroup’s time zone is the same as the time zone of its own server. It may or may not be the same time zone of SuperQ Server. 4. You can also click the Workgroup Business Hours Quick Set button as a quick way to set the Workgroup Business Hours for the workgroup. 5. Click OK. 6. Repeat steps to add additional workgroups to the SuperQ.
Use the Edit or Delete buttons or right-click on the workgroup list pane and select Edit or Delete to modify or delete a Workgroup. Important Workgroup Configuration Note When configuring a SuperQ group on a MAXCS system that already has a well-known workgroup number, the administrator should consider replacing the old workgroup number with the SuperQ pilot number. For example, suppose a MAXCS system has 300 as the existing Technical Support workgroup number and 400 is assigned as the new SuperQ number.
3. Create SuperQ 300 to control the application extension 300 (instead of 400). 4. Also, set the Application Extension Fail Over Plan to Workgroup 301. Call Distribution After workgroups have been added to the SuperQ, the administrator can configure call distribution rules for each SuperQ. When configuring call distribution for a SuperQ, consider workgroup business hours and time zone first.
— Priority - distributes call based on priority assigned to each workgroup; 1 is the highest priority, 9 is the lowest priority. — Max Agent Avail - distributes call to workgroup with maximum number of agents available (login and idle); this option disregards priority. — Load Balancing - distributes call to workgroup with smallest Load Index. (Load Index = Distributed WG calls / Login agents.
To set up queue announcements: 1. Select a SuperQ from the SuperQ List window to set up queue announcements. 2. Enable or disable the options to announce the Queue Position and Expected Wait Time. 3. Then enter a phrase number in the fields for the Greeting Phrase and Update Phrase 1-5, then select Update interval in seconds, or highlight the field and enter the numbers. Note: All phrases selected for the SuperQ must be available on all servers, in the AltiServ\Phrases\LangCustom directory.
To specify a quit queue option: 1. Select a server from the server list. 2. Click one of the following options: • Enable Quit Queue Option when caller presses # to leave the queue or • Enable Quit Queue Option when caller presses 0 to leave the queue 3. Click Apply. Note: Quit Queue Option only defines the option in the caller’s entry system. For example, if the caller enters SuperQ via system A, when the caller presses # or 0, only the configuration for system A will apply to this caller.
1. Click the CDR Backup button on the SuperQ toolbar. 2. In the Active Database Retaining Period field, specify how many months you want the active database to keep data. Note: The active database will actually keep data for one month longer than specified. For example, if at the beginning of the year you set the retaining period to 3 months and now it is April, the data in the active database is from Jan. 1 to present, and the data before Jan.
CHAPTER 4 Running SuperQ Reports To launch SuperQ Report, click the Report button in the SuperQ Manager toolbar. SuperQ provides the following detailed reports by SuperQ group or by server: • Call Detail—shows the call detail information of SuperQ activity • SuperQ Group Activity—shows the information about how many calls enter into a SuperQ, how many have been distributed or abandoned, and total/average queue time.
Query/Print Reports To access a report: 1. From the SuperQ Report window, select a category from the tab choices. 2. Once the report is chosen, use the mouse to select one or more SuperQs from the Group list (window pane on the left side). 3. Where applicable, select the Summary Interval for the report. 4.
Call Detail Shows the call detail information of SuperQ activity. Figure 1. Call Detail Report Figure 2.
SuperQ Group Activity Shows how many calls enter a SuperQ, how many have been distributed or abandoned, and total/average queue time. Figure 3. SuperQ Group Activity Figure 4.
Distributed Calls Activity Shows the number and percentage of calls distributed to each server/workgroup from SuperQ. Figure 5. Distributed Calls Activity Report Figure 6.
Call Source Shows information about the call entry point and the result of calls processed by SuperQ. Figure 7. Call Source Report Figure 8.
Queue Time Shows queue time by different intervals. Figure 9. Queue Time Report Figure 10.
Daily Longest Queue Time Shows longest queue time in every 15 minutes. Figure 11. Longest Queue Time Report Figure 12.
Cumulative SuperQ Activity Shows accumulated number of call activities in each time period. Figure 13. Cumulative SuperQ Activity Report Figure 14.
Cumulative Server & Workgroup Activity Shows the number of received calls by each local workgroup in different time periods. Figure 15. Cumulative Server & Workgroup Activity Report Figure 16.
Call Priority Shows the number of calls by different call priority. Figure 17. Call Priority Report Figure 18.
CDR Files Currently, CDR records only save call information into files located at \program files\Altigen\AGJServices\SuperQ\CDRLogofxxxx.csv.
Summary Table SuperQ summary information is saved every 15 minutes in the following format: Field Name Field Type Memo SuperQNum integer SuperQ workgroup Number OutQDate integer Date of quitting queue OutQDaytime integer Time of quitting queue OutQWeekday integer Day of quitting queue CallInQueue integer Number of calls in queue LongestQueueTime integer Longest waiting time AvgQueueTime integer Average waiting time SuperQ Manual 33
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CHAPTER 5 Using AltiGen SuperQ Monitor A separate tool for monitoring AltiGen SuperQ service status is automatically installed with the AltiGen SuperQ program. To run AltiGen SuperQ Monitor, to go Start > Programs > AltiGen SuperQ > SuperQ Monitor. Enter the server name or IP address, and password (can be different from SuperQ Manager). In the next dialog box, select the SuperQ workgroup to monitor, then click OK. Use the SuperQ drop-down list to select which SuperQ to monitor in an AltiGen SuperQ.
The top section displays the SuperQ Workgroup Queue Status. The second section displays Local Workgroup Status. The third section displays SuperQ Statistics. The bottom section displays Call Log View Status. Window Button Use the Window button to select how to view the SuperQ display window: Tile Horizontally, Tile Vertically or Cascade. You can also use the button to change the SuperQ Monitor password or exit SuperQ Monitor.
• Wrapup—whether or not to allow wrap-up time, and the duration that can be used to wrap up after hanging up a workgroup call, are determined in MaxAdministrator. The statistic shows the number of agents that are currently in the wait state. The Agent Statistics window displays the average wrap-up time per agent. • Busy—the number of agents whose phones are off hook, or the extension is in the Forward All Calls or Do Not Disturb state.
• Server—name of server, and server IP address • Caller Name—name of caller • Caller ID—ID of caller • Queue Entry Time—the time that the call entered SuperQ • Queue Duration—length of time call in SuperQ • Destination—shows the workgroup where the queued call went; if the call did not go to a workgroup, the field will either show “App Ext nnn Call Handling” or “Dropped by User.
Index Index SuperQ 35 SuperQ statistics 37 SuperQ status 36 workgroup status 36 A adding a server to SuperQ 12 a SuperQ 10 a workgroup to a SuperQ 13 AltiGen Java Services Manager 6 application extension configuring 7 failover plan 8 B backup database 19 backup files, deleting 20 bandwidth and voice quality 2 C call distribution methods 16 call distribution rules 16 call log 37 CDR backup 19 D N network configuration 10 Q queue management 17 quit queue option 18 R report Call Detail 23 Call Priorit
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