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Contact Advantage Manual

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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.

Most of the statistics are self-explanatory, but you may wish to note the
following:

•

Wrapup—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 statistic shows the
number of agents that are currently in the wait state. The Agent
Statistics window displays the average wrapup time per agent.

•

Calls exceeding service level threshold—the service level threshold
is the maximum amount of time that is acceptable for a caller to wait
before the call is answered. This statistic represents the number of calls
exceeding that time limit.

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Содержание Contact Advantage

Страница 1: ...Shaping the Future of Converged Communications Contact Advantage 4 5 11 4 5 w w w a l t i g e n c o m Voice Internet Data M a n u a l...

Страница 2: ...Contact Advantage AltiView AltiAgent and AltiSupervisor for AltiWare Open Edition OE Release 4 5 Manual Revised 02 2002 4504 0011 4 5...

Страница 3: ...re 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 t...

Страница 4: ...ft Outlook and Outlook Express Support 3 ACT GoldMine Support 4 QuickNet Integration 4 CHAPTER 2 Getting Started 5 Logging In 5 Logging In Remotely Using an IP Extension 7 IP Extensions Using Microsof...

Страница 5: ...Call History 36 CHAPTER 4 Using Contact Advantage as a Workgroup Agent 39 Workgroup Login 40 Logging Out or Changing Workgroups 40 About the Main Window 41 Call Handling 42 Setting Status to Ready or...

Страница 6: ...ts 63 CHAPTER 6 Configuring Your Station Settings 65 Apply Button and OK Button 65 General Information 66 Default Trunk Access 66 Voice Mail Play Options 67 Screen Pop Audio Beep and Auto Close 67 Acc...

Страница 7: ...iv Contact Advantage Manual...

Страница 8: ...nty 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...

Страница 9: ...altigen com partner product htm 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 The RMA number should be clea...

Страница 10: ...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...

Страница 11: ...viii Contact Advantage Manual...

Страница 12: ...s 2000 or Windows NT 4 0 or higher Server or Workstation 30 MB Hard Drive Disk Space 32 MB RAM SVGA monitor 800 x 600 with 256 color display or better Keyboard and Mouse AltiWare OE Release 4 5 runnin...

Страница 13: ...on License 12 18 Station Session License 24 30 Station Session License 48 54 Station Session License 72 78 Station Session License Site per Server Station Session License 8 14 Station Session License...

Страница 14: ...t proceed as follows on the client machine 1 Exit any all Windows applications 2 Insert the AltiClient CD into the CD ROM drive 3 Run the Setup program under AltiClient and follow the step by step ins...

Страница 15: ...m the ACT or GoldMine contact database list Contact Advantage also lets you see the matching record from the contact database list of the incoming calls QuickNet Integration AltiView 4 5 can be used i...

Страница 16: ...d for workgroup agents Through an AltiAgent window you can monitor workgroup related statistics workgroup call pickup and member login logout directly from the desktop Also the AltiView functionality...

Страница 17: ...s IP address or name of the system you will be using If this is not your first login go on to the next step Figure 1 Logging in 2 Enter your Extension number and Password assigned to your phone Optio...

Страница 18: ...igure One Number Access You can pick up voice mail forward local business office phone calls to another site such as a home desktop PC and even receive the phone calls as you would at the office To us...

Страница 19: ...Note If you run two instances of AltiView one for desktop use integrated with NetMeeting and one as a workgroup agent be sure to launch the AltiAgent instance first and the desktop instance second oth...

Страница 20: ...tact Advantage When you minimize the Contact Advantage desktop by clicking the Minimize symbol the dash it is hidden it doesn t appear anywhere in the Windows desktop except as a phone icon in the tra...

Страница 21: ...cursor changes to a movable double bar that can be moved to resize the column Call States AltiServ applications report the status of calls A list of the states includes the following AA the call is b...

Страница 22: ...on AltiServ connection limit has been exceeded No Contact Advantage license was found OR more than allowed number of AltiView users have attempted to log on Maintain the number of Con tact Advantage A...

Страница 23: ...lpInterface dll Change directory to AltiClient directory type regsver32 AlpInterface dll Required Option Pack License Please con tact your local dealer A Contact Advantage 4 5 license key is required...

Страница 24: ...re that is running This can lead to inconsis tent or no functional ity Please install the correct version before proceeding The installed version of AltiClient is outdated from AltiWare release Upgrad...

Страница 25: ...14 Contact Advantage Manual...

Страница 26: ...in as a Desktop User as described in Logging In on page 5 the AltiView main window appears This window provides tools to manage and monitor calls to facilitate management of your personal contacts an...

Страница 27: ...alls according to your Enable Busy Call Handling settings Configuring Your Station Settings on page 67 Note Clicking DND here has the same effect as selecting Enable Do Not Disturb on the Call Handlin...

Страница 28: ...nother window directly under the AltiView main window Figure 4 QuickNet call control window Use this window to modify the following call control functions Device select Telephone or Headset Codec sele...

Страница 29: ...e from extension information or from an external database the number workgroup pilot extension number DNIS digits if available and call duration Handling Calls The Contact Advantage call handling func...

Страница 30: ...m the dialing pad or from the keyboard number keys You can also use it to search for names As a list it displays extensions and the names associated with extensions as well as names and numbers import...

Страница 31: ...aling pad in the Dialing window click the digits for the phone number As you enter the numbers they appear in the list box above the dial ing pad 2 Click the Dial button to place the call The main win...

Страница 32: ...ing on which type of speed dial number you want to call click the Station Dial tab or the System Dial tab 2 Choose the speed dial entry from the list 3 Click the Dial button to place the call Redialin...

Страница 33: ...d blind transfer 1 While connected to a call click the Transfer button This pops up the dial pad 2 On the dial pad enter the extension or phone number to transfer the call to then click Dial 3 While A...

Страница 34: ...a call to an Attendant before you answer it Figure 10 Transfer to Auto Attendant Forwarding Calls Using Do Not Disturb Click the DND button to forward all incoming calls according to your Enable Busy...

Страница 35: ...ps up enter the extension or phone number you want to conference with then click Dial While AltiAgent dials the new number the first party goes into Hold Pending state and you see a confirmation dialo...

Страница 36: ...button and repeat steps 2 4 The maximum number of conferenced parties is 6 Using Account Codes If your system is set up to use account codes you can associate calls to specific codes for billing or tr...

Страница 37: ...ow select an account code from the scrollbox Note If your extension is configured to bypass account code validation you can enter an account code in the box at the bottom of the popup window 4 Click O...

Страница 38: ...a voice mail message forwarded from another extension Listening to Your Voice Mail In the Voice Mail list select the message and use the voice mail controls at the bottom right of the window to play...

Страница 39: ...he saved message of course you have to access on the remote server Save in local opens a dialog in which you choose a directory and file name for the wav file which you can then play on a media player...

Страница 40: ...of the voice mail Forwarding Voice Mail To forward a voice mail to an extension or a VM Group 1 Select the voice mail in the Voice Mail view of the AltiView main window 2 Click the Forward button or u...

Страница 41: ...up the phone hand set and you ll hear a prompt to record the message 2 Record the message and press the pound key A confirmation appears on screen 3 Click OK to confirm and complete the action Working...

Страница 42: ...l Group Lists To work on your personal voice mail groups 1 In the AltiAgent main window click the Voice Mail tab to display the Voice Mail version of the window 2 Click VM Group button in the Voice Ma...

Страница 43: ...y the group 4 Select the member extensions by selecting the check box next to each extension 5 When finished click OK Click the Clear button to deselect all extensions or click Cancel to exit without...

Страница 44: ...3 Click the Clear button to deselect all extensions 4 Click OK to save and exit When you empty a group of members the group is deleted Monitoring If your system administrator has configured your exten...

Страница 45: ...ps to which you belong 3 Select the check boxes next to the individual extensions Type Ext or workgroups Type WG Ext you want to monitor and click OK The extensions in the selected workgroups are now...

Страница 46: ...g you can click the Status field to pick up the call at your own extension Conference the extension is on a conference call Voice Mail the extension is in voice mail Auto Attendant the extension is co...

Страница 47: ...incoming calls Clicking the Number field dials that number Name Caller ID information if available or Unknown Date Time the call s date and time Note This history data is sorted by last disconnected...

Страница 48: ...Contact Advantage Manual 37 Using Contact Adv as a Desktop User DNIS DNIS digits collected if available Memo a note attached to the call Use the Memo button to open a window to create a note...

Страница 49: ...38 Contact Advantage Manual...

Страница 50: ...he IP Extension integrated with NetMeeting option View caller data e g IP address account number credit card number name etc sent with an incoming call Pushing or sending a URL or web page to a web ba...

Страница 51: ...Outbound Workgroup you can select another extension from the dropdown Logging Out or Changing Workgroups After you ve logged in you can log out or change the workgroups you re logged in as follows Cl...

Страница 52: ...ent workgroup Tabs above the panel allow you to switch views between the workgroups you re logged in to The statistics are largely self explanatory but it may be noted that the Service Level represent...

Страница 53: ...incoming calls according to your Enable Busy Call Handling settings Call Handling Provides call functions such as transferring the call or sending it to voice mail Configuration Lets you customize Alt...

Страница 54: ...and simultaneously opening the page in your own browser in such a way that when you scroll or otherwise act on the page the other user sees the results in their own browser Sharing allows you to guid...

Страница 55: ...sites you ve added to the list Pushing a web site or a web page is a two step process first you add it to your share list to make it available then you send it 1 In the Caller Data window click Add t...

Страница 56: ...phone icon in the monitor list and take the co worker s call Figure 7 Workgroup Agent Monitor Window Choosing Workgroups to Monitor 1 Open the Monitor window by clicking the Monitor button in the Alt...

Страница 57: ...u can click the Status field to ring that extension Connected the extension is in use Ringing the phone on the extension is ringing you can click the Status field to pick up the call at your own exten...

Страница 58: ...s downward arrows indicate incoming calls Clicking the Number field dials that number Name Caller ID information if available or Unknown Date Time the call s date and time Note This history data is so...

Страница 59: ...Workgroup tab to open the Workgroup window and view statistics on workgroup activity for the monitored workgroups Figure 9 Workgroup Agent Workgroup Window displaying workgroup statistics Most of the...

Страница 60: ...e Supervisor s view of group statistics and is further discussed in Viewing Group Statistics on page 53 These statistics clear if the system is reset Click the Export button to export the statistics C...

Страница 61: ...50 Contact Advantage Manual...

Страница 62: ...his statistical data or export it to a CSF Call Summary Format 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 call...

Страница 63: ...orkgroups 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...

Страница 64: ...anatory but you may wish to note the following Wrapup 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...

Страница 65: ...tension number Average talk time the average amount of time workgroup agents are actually talking to callers The average time per agent is shown in the Agent Statistics window Busy the number of agent...

Страница 66: ...dow 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 a...

Страница 67: ...ight to the current time and the data is cleared and refreshed at midnight To change the display Click the Zoom In and Zoom Out buttons to change the length of time displayed Zoom In takes the display...

Страница 68: ...diness 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...

Страница 69: ...ions but also a Triton Resource Board to be installed in the AltiServ system If you attempt to make use of these features when there is no board present you ll get a fast busy signal You can monitor o...

Страница 70: ...all 1 In the Agent State window 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 hands...

Страница 71: ...e the queue data to a CSF Call Summary Format file or use the Print button to print the records Workgroup CDR Search Workgroup CDR search lets you specify a search by workgroup To perform this search...

Страница 72: ...connected transfer park system park conference call and transfer cancel Messages incoming calls directed to voicemail Unanswered Calls incoming or outgoing calls not answered by a person Note For CDR...

Страница 73: ...ndow Refer to Search Results on page 63 for details on working with search results Workgroup Statistics Search Workgroup Statistics lets you search workgroup call data rtmData mdb records captured fro...

Страница 74: ...atistics statistics on a specific workgroup Agent Statistics per Workgroup statistics on a specific agent for a specific workgroup Agent Statistics statistics on a specific agent for every workgroup t...

Страница 75: ...64 Contact Advantage Manual All Statistics windows WG Agent Statistics Per WG Agent also have a Stop button For explanations of records and database schema refer to the CDR Manual...

Страница 76: ...ge Notify how and when to notify yourself about incoming voice messages Station Speed your personal speed dial numbers System Speed you can view and edit the name and comments but not the number itsel...

Страница 77: ...w In this window you can edit your password the default trunk access code voice mail settings Contact Advantage audio and video behavior and external database access options Default Trunk Access The t...

Страница 78: ...ch alerts you when a call goes into your workgroup s queue See Advanced Options for Web based and Workgroup Calls on page 68 for details Select the Auto Close check box to have Contact Advantage close...

Страница 79: ...rkgroup agent but not as a desktop user Click the Advanced button to select advanced options Figure 2 Advanced database options The first three radio buttons provide choices for when to open a text ch...

Страница 80: ...and configuration with Contact Advantage please contact NOVO Technical Support Call Handling Click the Call Handling tab in the Config window to configure incoming call handling for your extension Fig...

Страница 81: ...enabled Do Not Disturb If you want to use the Auto Attendant and you don t know the number of the phrase or menu you want to use check with your system administrator Place call in queue is available...

Страница 82: ...all calls will go into voice mail and not to the ONA forwarding numbers you specify Enable Call Forward must be disabled Otherwise all calls will be forwarded according to this setting See Call Handl...

Страница 83: ...n the Caller ID Verification fields For local numbers use 7 digits 5555555 For long distance numbers use 10 digits area code local number Note If you enter no numbers in the Caller ID Verification fie...

Страница 84: ...ONA settings a call forwarded via ONA that is picked up by a voice mail box fax machine or answering machine will connect and will not try any subsequent Forwarding Numbers Therefore if you want ONA...

Страница 85: ...t to be alerted N A urgent voice messages only all voice messages or all voice messages and email too How and where to notify you in the Message Notification or Reminder Message by calling a options i...

Страница 86: ...tance prefix 1 and area codes must precede the phone number Station speed dial numbers are also set up by using the 25 feature code on your phone set as described in Other Features on page 42 Click th...

Страница 87: ...d then click OK System Speed Dialing Click the System Speed tab in the Config window to view the System Speed Dial entries System speed dial numbers are set up in AltiAdmin the AltiWare Administrator...

Страница 88: ...0 call transfer 22 call waiting 22 calls list 18 Center configuration 65 76 Centrex transfer 23 conference call 24 Conference state 10 configuration 65 65 76 call handling 69 general 66 message notifi...

Страница 89: ...ndling 70 Not Ready status 43 notifications 73 NOVO 69 O OK button 65 One Number Access password 72 One Number Access configuration 70 One Number Access Setup 71 P pager and forwarding 70 Park state 1...

Страница 90: ...onnectivity 9 U uninstall 3 uninterruptible power supply UPS 53 upgrade 2 UPS uninterruptible power supply 53 URL sharing 43 URLs 43 V viewing agent status 58 viewing queues 59 voice mail 22 26 33 for...

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