AltiSupervisor™ Manual MAX Communication Server Release 6.0 6/2008 4504-0013-6.
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 About AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 1 CHAPTER 2 Installation . . . . .
Viewing Agent Current State . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Listening in, Barging In, Coaching . . . . . . . . . . . . . . . . . . . . . . . . 18 Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 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.
not have an RMA number. The RMA number should be clearly marked on the outside of the box in which the material is being returned. For example: Attn.: RMA # 123 AltiGen Communications, Inc. 4555 Cushing Pkwy. Fremont, CA 94538 Upon authorization of return, AltiGen will decide whether the malfunctioning product will be repaired or replaced. 2.
CHAPTER 1 About AltiSupervisor The supervisor has the ability to listen to calls and to barge in or coach calls if assistance is needed. The supervisor can also re-route a call in queue, if necessary. New in Release 6.0 • E.164 number support when dialing from Outlook • E.164 support for call history and return call Session Licensing and License Upgrade Procedures AltiSupervisor requires an AltiSupervisor seat license to be installed at the MAXCS ACC/ACM system.
CDR Records Note For CDR records, there are two Service Level displays for AltiSupervisor: • Service Level = (number of calls in WG Queue – number of calls in Q over SL threshold) / number of calls in Q • Service Level since midnight = (number of answered calls – number of answered calls over SL threshold) / number of answered calls 2 AltiSupervisor Manual
CHAPTER 2 Installation Installation The client system must meet the following minimum requirements. • IBM/PC AT compatible system • 1GHz CPU or above • Windows XP Professional or Windows Vista Business Edition • 250 MB available hard drive disk space • 256 MB RAM • SVGA monitor (800 x 600) with 256 color display, or better • Keyboard and mouse • MAXCS ACC/ACM 6.0 running on a server accessible to this client.
3. Open the AltiSupervisor folder, and run the Setup program in that folder, following the step-by-step installation instructions as they appear on the screen. 4. Alternatively, if your system administrator has loaded AltiSupervisor on a shared network server, you can copy the files in the AltiSupervisor folder to your desktop PC, and run the AltiSupervisor Setup program. Uninstalling AltiSupervisor 1. From the Windows Start menu, select Control Panel > Add/Remove Programs to uninstall AltiSupervisor.
4. Install the earlier AltiSupervisor software, as appropriate. AltiSupervisor Manual 5 Installation Note: The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location. Use the Search for Files and Folders feature to locate and remove all AlpInterface.dll files from the system.
6 AltiSupervisor Manual
CHAPTER 3 Getting Started Start AltiSupervisor from the Microsoft Windows Start menu, by choosing Start > All Programs > AltiClient > AltiSupervisor If you are connecting to the Internet through a modem connection, before you log in, establish a session connection from your PC 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. Logging In 1.
If you want to store your login password and have it entered automatically the next time you log in to AltiSupervisor, check the Always save password check box. Note: Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depending on the duration set by your system administrator). 3. Click OK. 4. In the dialog box that appears next, select the workgroup(s) you want to monitor, and enter a password for each workgroup. 5.
Version Mismatch Dialog Box If your version of AltiSupervisor doesn’t match the version of MAXCS on the system server, you are prompted for upgrade permission when you try to log in. If you allow upgrade at this time, the AltiSupervisor startup is terminated and a software upgrade session is started. Restart AltiSupervisor to run the newer version. (See “Automatic Upgrade” on page 4 for more details.
. If the AltiSupervisor interface is not displayed on your Windows desktop, but this icon appears in the Windows tray, double-click it to open the AltiSupervisor main window, or right-click it to pop up a menu, and then select the AltiSupervisor window you want to open. Resizing the Display You can resize the AltiSupervisor window by using the standard Windows method: place the cursor at a window edge or corner, then drag the window to the size you want.
Error Message Description Solution You have entered an invalid The password is incorrect. Enter your extension password. password. Please try again. The version of AltiSupervi- The installed version of sor on your desktop is out AltiSupervisor does not match the version of of date. MAXCS on the system server. Upgrade AltiSupervisor to match the current running version of MAXCS.
12 AltiSupervisor Manual
CHAPTER 4 Using AltiSupervisor Using AltiSupervisor, you can do the following: • View workgroup and agent performance statistics and a history of calls. You can print this statistical data or export it to a CSV (commaseparated value) file. • View call data for calls in a queue. • Listen to an agent’s phone call. • Barge in on an agent’s phone call • Coach an agent without the caller hearing you.
Viewing Group Statistics 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. Most of the statistics are self-explanatory, but you may want to note the following: • Busy—the number of agents whose phones are off hook, or the extension is in the Forward All Calls or Do Not Disturb state.
• Abandoned to App or others—the caller exits the WG Queue by pressing a digit. Such a call can be sent to a custom application, AA, operator, extension, or outside line park, based on settings in MaxAdministrator. • Service level %—the percentage of queued calls within the service level threshold. Service Level = (number of calls in WG Queue – number of calls in Q over SL threshold) / number of calls in Q.
Viewing Agent Current State Click the Agent State tab to view the current state of the agents for the selected workgroup and to have access to the Listen, Barge In and Coach buttons . This tab displays information about the agent’s logon readiness state and the agent’s status (either idle or busy), and the skill level assigned to the agent. 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.
— [00] – Appears in the Logout Reason column in one of two situations: either agents in this workgroup are not required to provide a logout reason, or “00” is used to indicate a logout reason of “other.” — [96] – The agent’s IP extension was logged out by the system due to a network error. — [97] – The agent’s physical or IP extension changed to a virtual extension, and the system logged out the extension from the workgroup. — [98] – The supervisor logged out the agent.
Listening in, Barging In, Coaching If your system and extension are configured to provide these functions, you can listen to (silently monitor) an agent’s calls and, if necessary, intervene and enter the conversation in progress, sometimes called barging into the call. Essentially, barging in is to create a conference call with the agent, the caller, and yourself. You can also choose to coach the agent – tell the agent what to say without the caller hearing you.
Barging In You can barge into a workgroup agent call and enter the conversation in progress. To barge in to a call 1. On the Agent State tab, click to select an agent connected to an incoming workgroup call. 2. Click the Barge In button to ring your extension, then speak to the agent and caller through the handset. Alternatively, using the handset, press # 59 + + + 2. 3. To exit the call, click the Hang Up button.
To record, the supervisor extension must have the Non-Workgroup Call recording option enabled in MaxAdministrator. 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 context menu. 2.
Note: Do not enter an account code while recording; doing so will disconnect the call.
Forced Agent Login/Logout/Unstaffed The supervisor can force one or all agents to log in or log out from a workgroup from the Agent State tab in AltiSupervisor. • To force an agent to log out of a workgroup, right-click on a workgroup call and choose Log Out This Agent. • To force all agents to logout, right-click on a workgroup call and choose Log Out All Agents. • To force all agents to log in to a workgroup, right-click on a workgroup call and choose Log In All Agents.
Viewing the Queues Click the Queue tab to view the queue for the selected workgroup. To pick up a call from queue To pick up a call from queue, click on a queued call from the list, then click the Pickup button. This will ring the supervisor extension when the phone is in idle state. If the supervisor is not in idle state, the current call is put on hold and the queued call is connected.
To assign call priority To assign call priority to a queued call, right-click on the call and select a priority level from 1 - 9. The Q icon indicates that at least one call is in queue. Note: The Allow Redirect Call / Change Priority setting must be checked in MaxAdministrator (Workgroup Configuration, Queue Management tab) to allow AltiSupervisor to assign call priority from queue.
Be Alerted when Queue Reaches Specified Limits Click the Queue Alert button to specify when you want to be alerted to the condition of the queue. The following dialog box appears: Using AltiSupervisor 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.
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. Exporting or Printing Statistics Use the Export button and then specify a directory and file name to save the queue data to a CSV (comma-separated value) file, or use the Print button to print the records.
Index Index I installation requirements 3 L A licenses 1 listening in 18 logout reason codes 17 loudspeaker icon 24 agent forced login/logout 22 logon state 16 skill level 16 unstaffed 22 agent statistics 15 assigning call priority 24 auto upgrade 4 M minimize 9 monitoring, as supervisor multiple workgroups viewing 13 B P barge in 19 phone icon 9 pickup call from queue 23 pop-up windows 9 Print button 26 printing records 15 C call priority 24 call recording 19 coaching 19 coaching an agent 18 co
Index U uninstall 4 unstaffed 22 upgrade 1 V viewing agent status 18 viewing queues 23 W Windows tray 9 workgroup queues 23 28 AltiSupervisor Manual
