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AltiGen SuperQ Manual

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Contents

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About AltiGen SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Important WAN Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . 2

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Installing SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

For SuperQ Server Administration . . . . . . . . . . . . . . . . . . . . . . . . . 5

Additional Server Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
SuperQ Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

For SuperQ Manager and SuperQ Monitor Clients . . . . . . . . . . . . . 6
Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . 7

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Using AltiGen SuperQ Manager . . . . . . . . . . . . . . . . . . . . . . . 9

Login   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Toolbar  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Network Configuration   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Adding a SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Adding a MAXCS Server to SuperQ . . . . . . . . . . . . . . . . . . . . . 12

Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Adding a Workgroup to SuperQ. . . . . . . . . . . . . . . . . . . . . . . . . 13

Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Queue Management  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Quit Queue Option  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
CDR Backup Settings   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

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Running SuperQ Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

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Содержание SuperQ

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 7: ...AltiGen SuperQ Manual 3...

Страница 8: ...4 AltiGen SuperQ Manual...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 38: ...34 AltiGen SuperQ Manual...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

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