Related Manuals for Altigen AltiSupervisor
Summary of Contents for Altigen AltiSupervisor
- Page 1 AltiSupervisor ™ for AltiWare Open Edition (OE)/ AltiServ Contact Center (ACC) Release 5.0A and AltiContact Manager (ACM) Release 5.0A Manual Revised 04/2006 Version #3 4504-0013-5.0A...
- Page 2 WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use.
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Page 3: Table Of Contents
Viewing Agent Statistics ....... . 17 Viewing Agent Current Status ......18 AltiSupervisor Manual... - Page 4 Index ..........27 ii AltiSupervisor Manual...
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Page 5: Warranty
Any other cause which does not relate to a product defect. Shipping, installation, set-up and removal service charges. How to Obtain Service End user customers should contact your Authorized AltiGen Dealer for service. Authorized AltiGen Dealers must follow the steps below for service: AltiSupervisor Manual... - Page 6 Sales Outside the U.S.A. For AltiGen Communications products sold outside of the U.S.A., contact your AltiGen Communications dealer for warranty information and services. iv AltiSupervisor Manual...
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Page 7: Hapter
AltiServ and AltiSupervisor is broken, AltiSupervisor will pop a message box to inform the user and will also provide a Reconnect button. The Reconnect button will connect to AltiServ again without having to log back onto AltiSupervisor to re-enter the extension number and password. AltiSupervisor Manual... -
Page 8: Installation
30 MB Hard Drive Disk Space • 128 MB DRAM • SVGA monitor (800 x 600) with 256 color display, or better • Keyboard and Mouse • AltiWare OE/AltiContact Manager 5.0A running on a server accessible to this client. 2 AltiSupervisor Manual... -
Page 9: Session Licensing And License Upgrade Procedures
After completing the pre-installation checklist, proceed as follows on the client machine: Exit any/all Windows applications. Insert the 5.0A Client CD into the CD ROM drive. Run the Setup program under AltiSupervisor\ and follow the step-by- step installation instructions as they appear on the screen. AltiSupervisor Manual... -
Page 10: Uninstalling Altisupervisor
Use the Search for Files and Folders feature to locate and remove all AlpInterface.dll files from the system. Install the AltiSupervisor 5.0 software. CDR Records Note For CDR records, there are two Service Level displays for AltiSupervisor: 4 AltiSupervisor Manual... - Page 11 Service Level = (# of calls in Q - # of calls in Q over SL threshold) / # of calls in Q • Service Level since midnight = (# of answered calls - # of answered calls over SL threshold) / # of answered calls AltiSupervisor Manual...
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Page 13: Hapter
Run the AltiSupervisor application and, if this is the first login to this AltiWare/AltiContact Manager system, enter the server’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. AltiSupervisor Manual... - Page 14 Note: AltiServ maintains a counter for each extension to track login failures. Up to 8 login attempts are allowed, after which login will be disabled from 1 to 24 hours (depending on the Administrator’s setting). Select how you want to log in and click OK. 8 AltiSupervisor Manual...
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Page 15: Reconnecting To Altisupervisor
If the AltiSupervisor interface is not on your Windows desktop, but this icon appears in the Windows tray, you double-click it to open the AltiSupervisor main window, or you can right-click it to pop up a menu, then select the AltiSupervisor window you want to open. AltiSupervisor Manual... -
Page 16: Resizing The Display
• Proceeding - the outgoing call is in progress • Record - recording an introductory message • Ringback - caller receives this state while callee is ringing • Ringing - there is an incoming call • Voice mail - the call is in voice mail 10 AltiSupervisor Manual... -
Page 17: Error Messages
Alti- AltiSupervisor is out- 5.0A (install matching version of Ware that is running. This dated from AltiWare AltiSupervisor). can lead to inconsistent or release. no functionality. Please install the correct version before proceeding. AltiSupervisor Manual... - Page 18 12 AltiSupervisor Manual...
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Page 19: Hapter
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 calls. You can also use AltiSupervisor when logging in with the IP Extension Integrated with... option. Logging In Figure 1. Workgroup Supervisor login AltiSupervisor Manual... - Page 20 Select the workgroups 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 ready, click Login. AltiSupervisor supports logging in on up to eight workgroups simultaneously. 14 AltiSupervisor Manual...
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Page 21: Viewing Group Statistics
The Agent Statistics tab displays the average wrapup time per agent. • Service level—the percentage of queued calls within the service level threshold. • Average wait time for answered calls—the average amount of time a caller is in queue before being answered. AltiSupervisor Manual... - Page 22 CSV (comma separated values) file, or use the Print button to print the records. Important: These statistics are reset every night at midnight. If you do not exports or print records before the reset, you cannot recover the data. 16 AltiSupervisor Manual...
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Page 23: Viewing Agent Statistics
The table also displays the login and logout times. Click the workgroup extension tab at the bottom of the panel to view statistics for agents in another workgroup. AltiSupervisor Manual... -
Page 24: Viewing Agent Current Status
— “00” is used to indicate a Logout Reason of “other.” • The green light will turn red if the extension is: — off hook — in the Forward All Calls (FWD) state — in the Do Not Disturb (DND) state 18 AltiSupervisor Manual... -
Page 25: Monitoring-Listening In And Barging In
It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws Listening In When you listen in to a call, you cannot be heard. AltiSupervisor Manual... -
Page 26: Recording Calls
Note: The voice recording feature is only available for extensions on Triton Resource boards. To record, the supervisor extension must have the Personal Call Recording option enabled in the General page of Agent Extension Configuration in ACM Admin. 20 AltiSupervisor Manual... - Page 27 The display appears until the call is finished or when the Supervisor stops recording the call. The display also applies to Record All Calls. To pause recording, right-click on the conversation and scroll to Pause Recording. AltiSupervisor Manual...
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Page 28: Forced Agent Login/Logout/Unstaffed
To force all agents to logout, right-click on a workgroup call from the Agent State tab and scroll to Log Out All Agents. To force this agent to Unstaffed (virtual), right-click on the workgroup call from the Agent State tab and scroll to Change to Unstaffed. 22 AltiSupervisor Manual... -
Page 29: Viewing The Queues
AltiSupervisor to transfer calls from queue. Redirect Call from Queue To redirect a call from queue, click on a queued call from the list, then click the Redirect button. This follows the target extension’s RNA/busy call handling settings. AltiSupervisor Manual... - Page 30 A supervisor can assign different colors for different call priorities in 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. 24 AltiSupervisor Manual...
- Page 31 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: AltiSupervisor Manual...
- Page 32 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. 26 AltiSupervisor Manual...
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Page 33: Index
9 Print button 16, 26 dialtone 10 proceeding state 10 downgrade procedure 4 queue window 23 Error call state 10 queues 23 error messages 11 exit 9 Export button 16, 26 Reconnect button 1 Record state 10 AltiSupervisor Manual... - Page 34 (UPS) 15 unstaffed 22 upgrade 3 UPS (uninterruptible power supply) 15 viewing agent status 19 viewing queues 23 voice mail state 10 warranty iii how to get service iii Windows tray 9 workgroup queues 23 28 AltiSupervisor Manual...