AltiSupervisor™ for AltiWare Open Edition (OE) / AltiServ Contact Center (ACC) Release 5.0 and AltiContact Manager (ACM) Release 5.0 Manual Revised 05/2004 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 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Monitoring—Listening in and Barging In . . . . . . . . . . . . . . . . . . . Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Forced Agent Login/Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 16 18 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.
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.
Important: 4.6 client programs cannot be installed in the same PC running 5.0 client programs. Client System Requirements The client system must each meet the following minimum requirements. For server system requirements, see the AltiWare OE/ACC System Installation and Administration Manual or the AltiContact Manager Administration Manual. • IBM/PC AT compatible system • Intel 300 MHz (or faster) Pentium • Windows 98 (or higher), or Windows 2000, or Windows NT 4.0 or higher, Server or Workstation.
Installation 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 5.0 has been installed on the server system.
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. If the user decides to auto upgrade, the AltiSupervisor application is terminated and a software upgrade session is started. Restart AltiSupervisor to run the newer version.
CHAPTER 2 Getting Started Logging In 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. If you use the server name and not the IP address, AltiWare/AltiContact Manager replaces the name with the IP address, eliminating the need of a DNS (Domain Naming System) search. To obtain the AltiWare/AltiContact Manager IP address, ask your IT administrator.
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 Adminstrator’s setting). 3. Select how you want to log in and click OK.
If the AltiSupervisor interface is not on your Windows desktop, but this icon appears in the Windows tray, you double-click it to open the AltiSupervisor main window, or you can right click it to pop up a menu, then select the AltiSupervisor window you want to open. 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.
• Proceeding - the outgoing call is in progress • Record - recording an introductory message • Ringback - caller receives this state while callee is ringing • Ringing - there is an incoming call • Voice mail - the call is in voice mail Error Messages The following errors may be displayed as login or connectivity errors. Error Message AltiWare connection limit has been exceeded.
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 5), 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 The Group Statistics window 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 answered calls—the average amount of time a caller is in queue before being answered. • 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. • Average talk time—the average amount of time workgroup agents are actually talking to callers.
Viewing Agent Statistics Figure 4. Agent Statistics window 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 13 Using AltiSupervisor The Agent Statistics window 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 window This window 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.
— off hook — in the Forward All Calls (FWD) state — in the Do Not Disturb (DND) state — 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.
Listening In When you listen in to a call, you cannot be heard. To listen in to a call: 1. In the Agent State window, 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 in the window after you click Listen or Barge In.
To record, the supervisor extension must have the Personal Call Recording option enabled in the General page of Agent Extension Configuration in ACM Admin. . 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.
Notes: • Depending on the size and number of recorded calls, this may affect the system’s resources. • Do not use an account code entry to stop recording on demand; doing so will disconnect the call. Forced Agent Login/Logout The supervisor can force one or all agents to login or logout from a workgroup through AltiSupervisor. Figure 7. Forced Agent Login/Logout To force an agent to logout of a workgroup, right-click on a workgroup call from the Agent State window and scroll to Log Out This Agent.
Viewing the Queues Click the Queue button to view the queue for the selected workgroup. Queue window For each call in queue, the Queue window 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. Pickup 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.
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.
Index Index F forced agent login/logout G A AA state 7 address AltiGen Communications, Inc. ii agent statistics 13 all calls recorded 17 AltiGen Communications, Inc.
Index Ringback state 8 ringing 8 S screen pop 6 session licensing 2 status, agent 15 system requirements 2 T transfer call from queue 19 U uninstall 3 uninterruptible power supply (UPS) 11 upgrade 2 UPS (uninterruptible power supply) 11 V viewing agent status 15 viewing queues 19 voice mail state 8 W warranty iii how to get service iii Windows tray 6 workgroup queues 19 22 AltiSupervisor Manual
