Related Manuals for Altigen AltiSupervisor
Summary of Contents for Altigen 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 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
Supervising More than One Workgroup ....13 Viewing Group Statistics ....... . 14 AltiSupervisor Manual... - Page 4 Index ..........27 ii AltiSupervisor Manual...
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Page 5: Warranty
AltiGen Customer Service and can be obtained by calling 1-888- ALTIGEN (258-4436) or faxing an RMA form to 510-252-9738, to the attention of Customer Service. AltiGen reserves the right to refuse return of any material that does 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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Administrator by selecting About AltiWare ACC Admin or About AltiWare ACM Admin on the Help menu, then clicking the License Information button to view a window that displays licenses and session information. CDR Records Note For CDR records, there are two Service Level displays for AltiSupervisor: AltiSupervisor Manual... - Page 8 (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 2 AltiSupervisor Manual...
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• The AltiSupervisor License Key has been installed and activated on the system server. Installing AltiSupervisor on a Client System When the above items are done, follow these steps on the client machine: Exit all Windows applications. Insert the AltiWare Clients CD into the CD ROM drive. AltiSupervisor Manual... -
Page 10: Uninstalling Altisupervisor
Go to Control Panel > Add/Remove Programs and remove the AltiSupervisor 5.1 program and ALL OTHER 5.1 client applications (including AltiAgent, AltiView, AltiConsole and CDR Search 5.1). Reboot your system. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. 4 AltiSupervisor Manual... - Page 11 Note: The 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. Install the AltiSupervisor 5.0A software. AltiSupervisor Manual...
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To obtain the server name or IP address, ask your IT administrator. (Subsequently, when you log in, you’ll see the IP address in the Server Name field.) Enter your Extension number and the Password assigned to your phone. AltiSupervisor Manual... - Page 14 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 workgroups at a time. Click Login. 8 AltiSupervisor Manual...
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Page 15: Version Mismatch Dialog Box
To exit AltiSupervisor when it is minimized, right-click the phone handset icon and select Exit. Using the Windows Tray Phone Handset Icon After you log in, the AltiSupervisor icon (a phone handset) is displayed on the Windows tray, normally at the bottom right of your screen AltiSupervisor Manual... -
Page 16: Resizing The Display
AltiSupervisor uses this dll Re-register this file. Type in DOS face.dll (regsver32 to communicate with Alti- command window, regsver32 AlpInterface.dll). Ware. It should be regis- AlpInterface.dll tered in the user’s system. Change directory to AltiSupervisor directory, type regsver32 AlpInterface.dll 10 AltiSupervisor Manual... - Page 17 The version of AltiSupervi- The installed version of Upgrade AltiSupervisor to match sor on your desktop is out AltiSupervisor does not the current running version of Alti- of date. match the version of Alti- Ware. Ware on the system server. AltiSupervisor Manual...
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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 group name appears at the top of the AltiSupervisor screen. AltiSupervisor Manual... -
Page 20: Viewing Group Statistics
The Agent Statistics tab displays the total and average wrap-up time per agent. • Calls abandoned—the number of calls abandoned since midnight, including abandoned in queue, in ring, in voice mail, or in application. 14 AltiSupervisor Manual... -
Page 21: Viewing Agent Statistics
The Agent Statistics tab 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 also displays the login and logout times. AltiSupervisor Manual... -
Page 22: Viewing Agent Current State
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: 16 AltiSupervisor Manual... - Page 23 ID of the incoming caller/outgoing call. To change views and print data Click a workgroup tab at the bottom of the panel to view data for agents in another workgroup. Click Print to print the current window data. AltiSupervisor Manual...
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Page 24: Listening In, Barging In, Coaching
Alternatively, using the handset, press # 59 + <agent extension> + <workgroup password> + 1. When you are finished monitoring, click the Hang Up button. The Hang Up button appears on the tab after you click Listen. 18 AltiSupervisor Manual... -
Page 25: Recording Calls
The Hang Up button appears on the tab after you click Coach. Recording Calls The voice recording feature in AltiSupervisor allows the recording of conversations between a workgroup agent and a customer. Recorded conversations can then be played back through voice mail or accessed at a centralized location. AltiSupervisor Manual... - Page 26 To pause recording, right-click on the conversation and choose Pause Recording. To end recording, right-click on the conversation and choose Stop Recording. If the administrator has set to record to a centralized location, contact your administrator for access. If the system is set to 20 AltiSupervisor Manual...
- Page 27 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. AltiSupervisor Manual...
- Page 28 Change to Unstaffed. Note: AltiSupervisor can set an agent to Unstaffed, but cannot change an unstaffed agent back to Staffed or Logon. Note: The Change to Unstaffed feature is not supported at the IP phone agent. 22 AltiSupervisor Manual...
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Page 29: Viewing The Queues
When you click a number, the call is redirected to the number. Note: The Allow Redirect Call / Change Priority setting in AltiWare Administrator (Workgroup Configuration, Queue Management tab) must be checked to allow AltiSupervisor to transfer calls from queue. AltiSupervisor Manual... - Page 30 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. 24 AltiSupervisor Manual...
- Page 31 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: Waiting time in Workgroup xxx longer than x minute(s)." AltiSupervisor Manual...
- Page 32 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. 26 AltiSupervisor Manual...
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Page 33: Index
15 Set Text Color button 24 silent monitor 18 skill level required 23 SKLR 23 forced agent login/logout 22 statistics reset 15 status, agent 18 supervising multiple workgroups 13 group statistics, viewing 14 system requirements 3 AltiSupervisor Manual... - Page 34 Index uninstall 4 unstaffed 22 upgrade 1 viewing agent status 18 viewing queues 23 Windows tray 9 workgroup queues 23 28 AltiSupervisor Manual...