Altigen AltiSupervisor Manual Download

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AltiSupervisor

™

for AltiWare ACC Release 5.1

and AltiWare ACM Release 5.1

Manual

Revised 11/2007 Version #4 4504-0013-5.1

Summary of Contents for AltiSupervisor

Page 1: ...AltiSupervisor for AltiWare ACC Release 5 1 and AltiWare ACM Release 5 1 Manual Revised 11 2007 Version 4 4504 0013 5 1 ...

Page 2: ... 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...

Page 3: ... 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 Workgr...

Page 4: ...ii AltiSupervisor Manual Viewing Agent Statistics 15 Viewing Agent Current State 16 Listening in Barging In Coaching 18 Recording Calls 19 Index 27 ...

Page 5: ...re 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 A...

Page 6: ... 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 t...

Page 7: ...o 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 A...

Page 8: ... 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 ...

Page 9: ...is 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 in...

Page 10: ...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 ...

Page 11: ...he 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 4 Install the AltiSupervisor 5 0A software ...

Page 12: ...6 AltiSupervisor Manual ...

Page 13: ...m 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 T...

Page 14: ...ich 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 wo...

Page 15: ...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 i...

Page 16: ...played as login or connectivity errors Error Message Description Solution AltiWare connection limit has been exceeded No AltiSupervisor was found OR more than allowed number of AltiSu pervisor users have attempted to log on Administrator must maintain the number of AltiSupervisor license keys or add additional session licensing Cannot connect to AltiLink Please check server name or network connect...

Page 17: ... incorrect Enter your extension password The version of AltiSupervi sor on your desktop is out of date The installed version of AltiSupervisor does not match the version of Alti Ware on the system server Upgrade AltiSupervisor to match the current running version of Alti Ware Error Message Description Solution ...

Page 18: ...12 AltiSupervisor Manual ...

Page 19: ... CSV comma separated 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 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 gr...

Page 20: ...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 Statistic...

Page 21: ...as 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 Click a workgroup tab at the bottom of the panel to view statistics for another workgroup Exporting or Printing Statistics Use the Export button and then specify a directory and file name to sav...

Page 22: ...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 ...

Page 23: ...nt ring no answer The green light will turn red if the extension is in the Busy state in Error state this condition occurs when an extension user leaves the phone handset headset off hook too long without completing an action 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 o...

Page 24: ... 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 loca...

Page 25: ...roup agent telling the agent what to say without the caller hearing you 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 extens...

Page 26: ...l 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 supe...

Page 27: ...1 Using AltiSupervisor 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 ...

Page 28: ...t 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 S...

Page 29: ...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 c...

Page 30: ...r 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 The loudspeaker ico...

Page 31: ...lert 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 Wait...

Page 32: ...ecified 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 ...

Page 33: ...tatistics 15 F forced agent login logout 22 G group statistics viewing 14 I installation requirements 3 L licenses 1 listening in 18 logout reason codes 17 loudspeaker icon 24 M minimize 9 monitoring as supervisor 18 multiple workgroups viewing 13 P phone icon 9 pickup call from queue 23 pop up windows 9 Print button 26 printing records 15 Q queue window 23 queues 23 R recording calls 19 redirect ...

Page 34: ...Index 28 AltiSupervisor Manual U uninstall 4 unstaffed 22 upgrade 1 V viewing agent status 18 viewing queues 23 W Windows tray 9 workgroup queues 23 ...

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