Altigen SuperQ, Manual

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AltiGen SuperQ Manual 1
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H A P T E R
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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. AltiGen SuperQ optimizes efficiency by
controlling calls in the carrier’s network termination site before they travel
through the IP network and reach local automatic call distributors (ACDs).
AltiGen SuperQ enables call centers to combine teams of workgroups from
multiple locations into one virtual team, providing the following benefits:
• Superior customer service
• Reduced operating costs
• Optimized operations effectiveness, achieved by eliminating
imbalance of agent call load
Larger virtual teams increase efficiency, allowing call centers to handle
more calls with the same number of people. Calls can be delivered with
faster service, shorter hold times, balanced work load, and fewer
abandoned calls.
A SuperQ agent may belong to multiple workgroups.
AltiGen SuperQ provides separate graphical user interfaces (GUIs) for
configuration and monitoring . AltiGen SuperQ call detail reporting
(CDR) data is also available.
AltiGen SuperQ requires the registration and activation of the AltiGen
SuperQ License in each MAXCS ACM System that will be connected to
SuperQ.
System Requirements
Run SuperQ on a separate system from MAXCS.
The system with SuperQ running must meet the following minimum
requirements:
• Windows Server 2003 SP2 or Windows Server 2008 SP1