Altigen CDR Search 4.0 Specifications

AltiSupervisor™
for AltiWare ACC Release 5.1
and AltiWare ACM Release 5.1
Manual
Revised 11/2007 Version #4 4504-0013-5.1
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., has designed security features into its products, it is
your sole responsibility to use the security features and to establish security
practices within your company, including training, security awareness, and
call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc., will not be liable for technical or editorial errors or
omissions contained within the documentation. The information contained
in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the
AltiGen Communications, Inc., License Agreement.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: 510-252-9712
Fax:
510-252-9738
E-mail:
info@altigen.com
Web site:
www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiLink, AltiConsole,
AltiAdmin, ACM Admin, AltiVR Player, Zoomerang, IPTalk, AltiReport,
and SuperQ are trademarks or registered trademarks of AltiGen
Communications, Inc.
All other brand names mentioned are trademarks or registered trademarks
of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 2006. All rights reserved.
Part Number 4504-0013-5.1
Contents
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i
Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
CHAPTER 1
About AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
New in Version 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 1
CDR Records Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 2
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Installing AltiSupervisor on a Client System . . . . . . . . . . . . . . . . . . 3
Uninstalling AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
CHAPTER 3
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Version Mismatch Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Reconnecting to AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Exiting and Minimizing AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . 9
Using the Windows Tray Phone Handset Icon. . . . . . . . . . . . . . . 9
Resizing the Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
CHAPTER
4
Using AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Supervising More than One Workgroup . . . . . . . . . . . . . . . . . . . . 13
Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
AltiSupervisor Manual
i
Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing Agent Current State . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Listening in, Barging In, Coaching . . . . . . . . . . . . . . . . . . . . . . . .
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
15
16
18
19
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
ii
AltiSupervisor Manual
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.
How Long the Warranty Is Effective
All AltiGen Communications products are warranted for one year for all parts from the date
of the first end user purchase.
Whom the Warranty Protects
This warranty is valid only for the first end user purchaser.
What the Warranty Does Not Cover
1.
Any product on which the serial number has been defaced, modified or removed.
2.
Damage, deterioration or malfunction resulting from:
a) Accident, misuse, neglect, fire, water, lightning, or other acts of nature,
unauthorized product modification, or failure to follow instructions supplied with
the product.
b) Repair or attempted repair by anyone not authorized by AltiGen Communications.
c) Any damage of the product due to shipment.
d) Removal or installation of the product.
e) Causes external to the product, such as electric power fluctuations or failure.
f) Use of supplies or parts not meeting AltiGen Communications’ specifications.
g) Normal wear and tear.
h) Any other cause which does not relate to a product defect.
3.
Shipping, installation, set-up and removal service charges.
How to Obtain Service
End user customers should contact your Authorized AltiGen Dealer for service.
Authorized AltiGen Dealers must follow the steps below for service:
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 1-888ALTIGEN (258-4436) or faxing an RMA form to 510-252-9738, to the attention of
Customer Service. AltiGen reserves the right to refuse return of any material that does
AltiSupervisor Manual
iii
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.
To obtain warranty service, you will be required to provide:
a) the date and proof of purchase
b) serial number of the product
c) your name and company name
d) your shipping address
e) a description of the problem.
3.
For additional information contact your AltiGen Dealer or AltiGen Communications,
Inc., at 510-252-9712.
Effect of State Law
This warranty gives you specific legal rights, and you may also have other rights which vary
from state to state. Some states do not allow limitations on implied warranties and/or do not
allow the exclusion of incidental or consequential damages, so the above limitations and
exclusions may not apply to you.
Sales Outside the U.S.A.
For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen
Communications dealer for warranty information and services.
iv AltiSupervisor Manual
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 Version 5.1
• Agent SKL (Skill Level) field is added to the Agent Monitor screen
• SKLR (Skill Level Requirement) is added to the Workgroup Queue
screen
• Coaching is supported, in addition to barge-in and silent monitoring
Session Licensing and License Upgrade
Procedures
AltiSupervisor requires an AltiSupervisor session license to be installed at
the AltiWare ACC/ACM system. Concurrent login sessions are governed
by the AltiSupervisor session license.
You can verify the licenses when you run AltiWare ACC/ACM
Administrator by selecting About AltiWare ACC Admin or About
AltiWare ACM Admin on the Help menu, then clicking the License
Information button to view a window that displays licenses and session
information.
CDR Records Note
For CDR records, there are two Service Level displays for AltiSupervisor:
AltiSupervisor Manual
1
Overview
AltiSupervisor is PC desktop software that runs with the AltiWare
AltiContact Center (ACC) and AltiContact Manager (ACM) systems.
AltiSupervisor is designed for supervisors of workgroup agents. Through
AltiSupervisor you can monitor the real time status and performance of a
workgroup, including AltiAgent calls, workgroup statistics, and agent
state. This information can be stored in an internal or external CDR
database for future review and analysis.
• 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
• Intel 133 MHz Pentium or equivalent
• Windows 2000 Server/Professional with SP4, or Windows XP
Professional
• 250 MB available hard drive disk space
• 256 MB RAM
• SVGA monitor (800 x 600) with 256 color display, or better
• Keyboard and mouse
• AltiWare ACC/ACM 5.1 running on a server accessible to this client.
Pre-Installation Checklist
Before installing AltiSupervisor, make sure the following is done:
• AltiWare ACC 5.1 or AltiWare ACM 5.1 has been installed on the
system server.
• TCP/IP is enabled on both machines.
• The client is able to connect to the server on the network.
• The person installing AltiSupervisor has local administrator rights on
the client PC.
• The AltiSupervisor License Key has been installed and activated on
the system server.
Installing AltiSupervisor on a Client System
When the above items are done, follow these steps on the client machine:
1.
Exit all Windows applications.
2.
Insert the AltiWare Clients CD into the CD ROM drive.
AltiSupervisor Manual
3
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.
2.
Click Remove, and respond to any additional prompts.
Automatic Upgrade
Each time you start up AltiSupervisor, a comparison is made with the
version of AltiWare ACC/ACM that is running on the server. If updates
were made on the server, and your version of AltiSupervisor is out of date,
you are prompted for upgrade permission. If you automatically upgrade,
the AltiSupervisor startup is terminated and a software upgrade session is
started. Restart AltiSupervisor to run the newer version.
Note: For remote AltiSupervisor users outside the firewall, TCP port
10050 is required to be open to allow auto upgrade. Also,
automatic upgrade over the Internet requires the sending of 15 MB
files over the WAN, which may take some time, to perform the
automatic update.
Downgrade Procedure
1.
Go to Control Panel > Add/Remove Programs and remove the
AltiSupervisor 5.1 program and ALL OTHER 5.1 client applications
(including AltiAgent, AltiView, AltiConsole and CDR Search 5.1).
2.
Reboot your system.
3.
Go to “<local drive>:Program Files\AltiGen\Shared Files\” and
remove AlpInterface.dll.
4
AltiSupervisor Manual
4.
Install the AltiSupervisor 5.0A software.
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 this is the first login to this AltiWare ACC/ACM system, enter the
system server’s IP address or name of the system server you will be
using. To obtain the server name or IP address, ask your IT
administrator.
(Subsequently, when you log in, you’ll see the IP address in the Server
Name field.)
2.
Enter your Extension number and the Password assigned to your
phone.
AltiSupervisor Manual
7
Getting Started
Note: For users running Windows XP SP2, a firewall protection Security
Alert may pop up when opening the login window. If this happens,
click Yes to allow AltiSupervisor to run.
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.
Check the Save workgroup password check box, if you want to store
the passwords so you don’t have to type them the next time you log in.
You can log in to eight workgroups at a time.
6.
8
Click Login.
AltiSupervisor Manual
Version Mismatch Dialog Box
If your version of AltiSupervisor doesn’t match the version of AltiWare 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.)
When a connection with the phone server is broken, a message box pops up
asking if you want to connect again. Clicking Yes will restore the
connection without you having to go through the log-in process again.
Exiting and Minimizing AltiSupervisor
To exit AltiSupervisor, click the X in the top right corner
of the screen. To minimize AltiSupervisor, click the
Minimize symbol (the dash). AltiSupervisor shrinks to a
phone handset icon in the tray in the lower right corner of your screen.
To exit AltiSupervisor when it is minimized, right-click the phone handset
icon and select Exit.
Using the Windows Tray Phone Handset Icon
After you log in, the AltiSupervisor icon (a phone handset) is displayed on
the Windows tray, normally at the bottom right of your screen
AltiSupervisor Manual
9
Getting Started
Reconnecting to AltiSupervisor
.
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.
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.
Error Messages
The following errors may be displayed as login or connectivity errors.
Error Message
AltiWare connection limit
has been exceeded.
Description
No AltiSupervisor was
found OR more than
allowed number of AltiSupervisor users have
attempted to log on.
Cannot connect to AltiLink. You are not connected to
AltiWare.
Please check server name
or network connection.
Please register AlpInterface.dll (regsver32
AlpInterface.dll).
AltiSupervisor uses this dll
to communicate with AltiWare. It should be registered in the user’s system.
10 AltiSupervisor Manual
Solution
Administrator must maintain the
number of AltiSupervisor license
keys or add additional session
licensing.
Check the server field (IP address
or DNS name) by:
1. Pinging the network server
address OR
2. Try using the IP address of AltiWare (if using the DNS name in
the server field).
Re-register this file. Type in DOS
command window, regsver32
AlpInterface.dll
Change directory to AltiSupervisor
directory, type regsver32
AlpInterface.dll
Error Message
Description
Solution
You have entered an invalid The password is incorrect. Enter your extension password.
password. Please try again.
Upgrade AltiSupervisor to match
The version of AltiSupervi- The installed version of
the current running version of Altisor on your desktop is out AltiSupervisor does not
match the version of Alti- Ware.
of date.
Ware on the system server.
Getting Started
AltiSupervisor Manual
11
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.
• Supervise more than one workgroup at a time
Using AltiSupervisort
Supervising More than One Workgroup
A tab for each workgroup you’re supervising appears at the bottom of
AltiSupervisor:
Click a tab to view the information on that
group. The group name appears at the top of
the AltiSupervisor screen.
AltiSupervisor Manual
13
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.
• Wrap-up—whether or not to allow wrapup time, and the duration that
can be used to wrap up after hanging up a workgroup call, are
determined in the AltiWare Administrator. The statistics show the
number of agents that are currently in the wait state. The Agent
Statistics tab displays the total and average wrap-up time per agent.
• Calls abandoned—the number of calls abandoned since midnight,
including abandoned in queue, in ring, in voice mail, or in application.
14 AltiSupervisor Manual
• 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
AltiWare Administrator.
• 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.
• 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.
• Average talk time—the total and average amount of time workgroup
agents are actually talking to callers. The average time per agent is
shown in the Agent Statistics tab.
Switching Workgroup Views
Exporting or Printing Statistics
Use the Export button and then specify a directory and file name to save
records to a CSV (comma-separated values) file, or use the Print button to
print the records.
Important: These statistics are reset every night at midnight. If you do not
export or print records before the reset, you cannot recover the
data.
Viewing Agent Statistics
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.
The table also displays the login and logout times.
AltiSupervisor Manual
15
Using AltiSupervisor
Click a workgroup tab at the bottom of the panel to view statistics for
another workgroup.
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.
Notes
• The following Logout Reason Codes need explanation:
16 AltiSupervisor Manual
— [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.
— [99] – The system logged out the agent from the workgroup based
on the system configuration for “Agent ring no answer.”
• The green light will turn red if the extension is:
— in the Busy state
— in NotReady state
— in the Forward All Calls (FWD) state
— in the Do Not Disturb (DND) state
— in Wrap-up state after a call
— in UnStaff state (extension becomes virtual)
• 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 a workgroup tab at the bottom of the panel to view data for agents in
another workgroup.
Click Print to print the current window data.
AltiSupervisor Manual
17
Using AltiSupervisor
— in Error state (this condition occurs when an extension user leaves
the phone handset/headset off hook too long without completing an
action)
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.
Note: These features not only require the appropriate extension
permissions, but also a Triton Resource Board to be installed in the
AltiWare ACC/ACM system. If you try to make use of these
features when there is no board present, you’ll get a fast busy
signal.
You can monitor an agent’s incoming/outgoing calls for the workgroup that
belongs to you, regardless of the agent’s login/logout status.
You can monitor, barge-in on, and coach an agent's personal call through
AltiSupervisor or from the phone interface (using #59).
You cannot listen, barge in on, or coach parked calls, calls on hold, or calls
in conference.
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.
Listening In
When you listen in to a call, you cannot be heard.
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 + <agent extension> +
<workgroup password> + 1.
3.
When you are finished monitoring, click the Hang Up button.
The Hang Up button appears on the tab after you click Listen.
18 AltiSupervisor Manual
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 + <agent extension> +
<workgroup password> + 2.
3.
To exit the call, click the Hang Up button.
The Hang Up button appears on the tab after you click Barge In.
Coaching
To coach an agent
1.
On the Agent State tab, click to select an agent connected to an
incoming workgroup call.
2.
Click the Coach button to ring your extension, then speak to the agent
through the handset. The agent hears a tone, alerting the agent that
coaching has been initiated.
Alternatively, using the handset, press # 59 + <agent extension> +
<workgroup password> + 3.
3.
To exit the call, click the Hang Up button.
The Hang Up button appears on the tab after you click Coach.
Recording Calls
The voice recording feature in AltiSupervisor allows the recording of
conversations between a workgroup agent and a customer. Recorded
conversations can then be played back through voice mail or accessed at a
centralized location.
AltiSupervisor Manual
19
Using AltiSupervisor
You can coach a workgroup agent, telling the agent what to say, without
the caller hearing you.
Note: The voice recording feature is not available for extensions on
Quantum boards.
To record, the supervisor extension must have the Personal Call
Recording option enabled in AltiWare Administrator.
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.
Choose Start Recording. If the Insert Recording Tone option is set,
both parties will hear a beep when the recording begins.
Note: After a supervisor clicks on the Start Recording menu item to
record an agent’s conversation, AltiSupervisor will display
“ON” in the record field to indicate the call is being recorded.
The display appears until the call is finished or when the
supervisor stops recording the call. The display also applies to
Record All Calls.
3.
To pause recording, right-click on the conversation and choose Pause
Recording.
4.
To end recording, right-click on the conversation and choose Stop
Recording. If the administrator has set to record to a centralized
location, contact your administrator for access. If the system is set to
20 AltiSupervisor Manual
save the recording as the AltiSupervisor’s voice mail, the recording
can be heard through the AltiGen Voice Mail System.
Note: Do not enter an account code while recording; doing so will
disconnect the call.
Using AltiSupervisor
AltiSupervisor Manual
21
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.
• To force an agent to Unstaffed (virtual), right-click on the workgroup
call and choose Change to Unstaffed.
Note: AltiSupervisor can set an agent to Unstaffed, but cannot change an
unstaffed agent back to Staffed or Logon.
Note: The Change to Unstaffed feature is not supported at the IP phone
agent.
22 AltiSupervisor Manual
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.
Note: The Allow Pickup Call from Workgroup Queue setting in
AltiWare Administrator (Extension Configuration, Group tab)
must be checked in order to allow AltiSupervisor to pick up calls
from queue.
To redirect a call from queue
To redirect a call from queue, click on a queued call from the list, then click
the Redirect button. AltiSupervisor pops up a window that lists extensions
and speed dial numbers. When you click a number, the call is redirected to
the number.
Note: The Allow Redirect Call / Change Priority setting in AltiWare
Administrator (Workgroup Configuration, Queue Management
tab) must be checked to allow AltiSupervisor to transfer calls from
queue.
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23
Using AltiSupervisor
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 DNIS
number, the priority level, the skill level required by the caller (SKLR), and
the type of call.
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 loudspeaker icon indicates
that at least one call is in queue.
Note: The Allow Redirect Call / Change Priority setting must be
checked in AltiWare Administrator (Workgroup Configuration,
Queue Management tab) to allow AltiSupervisor to assign call
priority from queue.
Color Coded Queue Priority
A supervisor can assign different colors for different call priorities on the
AltiSupervisor Queue tab. The Set Priority Color button allows the
supervisor to choose from 11 colors to assign to each call priority. The
configuration is stored locally.
24 AltiSupervisor Manual
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.
When an above condition is met, a screen pop will display messages like
the following:
• "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)."
AltiSupervisor Manual
25
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.
26 AltiSupervisor Manual
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
color coded queue priority 24
CSV (Comma Separated Value)
current agent status 18
D
downgrade procedure
18
Q
queue window 23
queues 23
R
4
recording calls 19
redirect call from queue
E
23
S
error messages 10
exit 9
Export button 26
exporting statistics 15
F
forced agent login/logout 22
G
group statistics, viewing
26
14
screen pop 9
session licensing 1
Set Text Color button 24
silent monitor 18
skill level required 23
SKLR 23
statistics reset 15
status, agent 18
supervising multiple workgroups 13
system requirements 3
AltiSupervisor Manual
27
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