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Index

AltiGen SuperQ Manual

Index

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

backup database 19
backup files, deleting 20
bandwidth and voice quality 2

call distribution methods 16
call distribution rules 16
call log 37
CDR backup 19

deleting backup files 20

installation 5

Java Services Manager 6

load balancing 17
login 9

monitoring

call log 37

SuperQ 35
SuperQ statistics 37
SuperQ status 36
workgroup status 36

network configuration 10

queue management 17
quit queue option 18

report

Call Detail 23
Call Priority 31
Call Source 26
Cumulative Server & Workgroup

Activity 30

Cumulative SuperQ Activity 29
Daily Longest Queue Time 28
Distributed Calls Activity 25
Queue Time 27
SuperQ Group Activity 24

reports, running 21
requirements, system 1

server, adding to a SuperQ 12
statistics, workgroup 37

WAN bandwidth requirement 2
workgroup

adding to a SuperQ 13
configuration 13
deleting 15
number 15
statistics 37

workgroup status 36

Summary of Contents for SuperQ

Page 1: ...SuperQTM Manual 12 2009 4413 0011 6 5 Update1...

Page 2: ...r 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...

Page 3: ...Service 6 For SuperQ Manager and SuperQ Monitor Clients 6 Application Extension Configuration 7 CHAPTER 3 Using AltiGen SuperQ Manager 9 Login 9 Toolbar 10 Network Configuration 10 Adding a SuperQ 10...

Page 4: ...all Source 26 Queue Time 27 Daily Longest Queue Time 28 Cumulative SuperQ Activity 29 Cumulative Server Workgroup Activity 30 Call Priority 31 CDR Files 32 Call Table 32 Summary Table 33 CHAPTER 5 Usi...

Page 5: ...oviding the following benefits Superior customer service Reduced operating costs Optimized operations effectiveness achieved by eliminating imbalance of agent call load Larger virtual teams increase e...

Page 6: ...Administrators should consider bandwidth availability and usage among sites If the bandwidth is insufficient it may degrade voice quality In this case the SuperQ may not be usable If many calls will...

Page 7: ...AltiGen SuperQ Manual 3...

Page 8: ...4 AltiGen SuperQ Manual...

Page 9: ...tion 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 SI...

Page 10: ...perties go to AltiGen Java Services Loader located at Start Programs AltiGen Java Services Loader AltiGen Java Services Manager If SuperQ Service is stopped all calls to the SuperQ will follow the App...

Page 11: ...n application extension to each AltiGen system that will be part of the super queue AltiGen SuperQ will log in to the application extension in each AltiGen system to create a data link to process call...

Page 12: ...t 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 pas...

Page 13: ...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 pass...

Page 14: ...ane or right click on the pane and select Add 2 In the Add SuperQ dialog box enter the Name Application Extension Number and Password for the SuperQ Select the Auto start when service restarted option...

Page 15: ...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 rig...

Page 16: ...ct the local Time Zone for this MAXCS server Note Maximum In use IP Channels is the maximum number of VoIP trunks that can be used simultaneously in this server due to network bandwidth considerations...

Page 17: ...all distribution rules or queue the call if no agent is available Adding a Workgroup to SuperQ To add a workgroup to a SuperQ 1 Click the Workgroup tab select a SuperQ from the SuperQ List pane then c...

Page 18: ...n 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 workgrou...

Page 19: ...400 is assigned as the new SuperQ number Customers are already familiar with workgroup 300 so when calling in they most likely will directly dial 300 to reach the Technical Support group In this case...

Page 20: ...roups in the SuperQ are out of working hours AltiGen SuperQ will follow the application failover plan in the system s application extension configuration To apply call distribution settings select a S...

Page 21: ...dex Distributed WG calls Login agents Performance distributes call to workgroup with highest Performance Index calculated from the shortest average talk time since midnight The workgroup with the shor...

Page 22: ...The valid entry must be the entire phrase file name not just the phrase number If the phrase file does not exist on a particular system the caller on that particular system will not hear the phrase Th...

Page 23: ...uit 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...

Page 24: ...sent and the data before Jan 1 will be deleted or moved to backup files as you specify in steps 3 and 4 Note Only the records in the active database can be searched by SuperQ Report 3 Check Archive Pu...

Page 25: ...tage of calls distributed to each server workgroup from SuperQ Call Source shows information about the call entry point and the result of calls processed by SuperQ Queue Time shows queue time by diffe...

Page 26: ...ied date day month year format 5 In the Filtered By field select the day s of week for the report and or the Time period for each day use the drop down menu to select Hour and Minute 6 In the Options...

Page 27: ...AltiGen SuperQ Manual 23 Call Detail Shows the call detail information of SuperQ activity Figure 1 Call Detail Report Figure 2 Call Detail Report Results...

Page 28: ...Q Manual 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 SuperQ Group Activit...

Page 29: ...Manual 25 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 Distributed Calls Ac...

Page 30: ...26 AltiGen SuperQ Manual Call Source Shows information about the call entry point and the result of calls processed by SuperQ Figure 7 Call Source Report Figure 8 Call Source Report Results...

Page 31: ...AltiGen SuperQ Manual 27 Queue Time Shows queue time by different intervals Figure 9 Queue Time Report Figure 10 Queue Time Report Results...

Page 32: ...28 AltiGen SuperQ Manual Daily Longest Queue Time Shows longest queue time in every 15 minutes Figure 11 Longest Queue Time Report Figure 12 Longest Queue Time Report Results...

Page 33: ...n SuperQ Manual 29 Cumulative SuperQ Activity Shows accumulated number of call activities in each time period Figure 13 Cumulative SuperQ Activity Report Figure 14 Cumulative SuperQ Activity Report Re...

Page 34: ...tive 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 Cumulative Server Wo...

Page 35: ...AltiGen SuperQ Manual 31 Call Priority Shows the number of calls by different call priority Figure 17 Call Priority Report Figure 18 Call Priority Report Results...

Page 36: ...ue HHMMSS InQWeekday integer Day of entering queue InQTimeZoneOffset integer The Timezone offset between source site and SuperQ service DestSiteId integer ID of target site DestWgNum integer Target wo...

Page 37: ...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...

Page 38: ...34 AltiGen SuperQ Manual...

Page 39: ...ith 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...

Page 40: ...hange the SuperQ Monitor password or exit SuperQ Monitor SuperQ Status The SuperQ Status window displays the following fields for each SuperQ ID Server Caller ID Caller Name DNIS Queue Time and Caller...

Page 41: ...callers SuperQ Statistics The SuperQ Statistics window displays for each workgroup real time workgroup activity and performance workgroup performance since midnight and a summary of workgroup data The...

Page 42: ...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 App Ext nnn Call Handling the...

Page 43: ...cing 17 login 9 M monitoring call log 37 SuperQ 35 SuperQ statistics 37 SuperQ status 36 workgroup status 36 N network configuration 10 Q queue management 17 quit queue option 18 R report Call Detail...

Page 44: ...Index AltiGen SuperQ Manual 40...

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