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Related Manuals for Altigen SuperQ
Summary of Contents for Altigen SuperQ
- Page 1 SuperQ Manual 3/2008 4413-0011-5.2...
- 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
CDR Backup Settings ........19 AltiGen SuperQ Manual... - Page 4 Index ..........39 ii AltiGen SuperQ Manual...
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Page 5: Hapter
AltiGen SuperQ requires the registration and activation of the AltiGen SuperQ License in each ACM System that will be connected to SuperQ. New in SuperQ for AltiWare 5.2 • A SuperQ agent may belong to multiple workgroups • Up to 10 SuperQ queues are supported AltiGen SuperQ Manual... -
Page 6: System Requirements
(under SuperQ Manager/Call Distribution). For each server, set Maximum In-use IP Channels to a smaller value. In SuperQ, administrators can configure a maximum of IP trunks. The WAN bandwidth requirement can be calculated using the following formula: 2 AltiGen SuperQ Manual... - Page 7 Maximum IP trunks x G.723/G.729 bandwidth usage x 1.5 = bandwidth requirement If G.723/G.729 usage is around 25 Kbps, G.711 is not recommended (~80 Kbps), unless 2Mbs+ bandwidth is available among sites. AltiGen SuperQ Manual...
- Page 8 4 AltiGen SuperQ Manual...
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Page 9: Hapter
• An entry should be added in the IP dialing table for each server. Select SIP for the protocol and select a codec type. Note: Do not select “default” as the codec type. This would cause remote call failure. AltiGen SuperQ Manual... -
Page 10: Superq Service
To install SuperQ Manager or SuperQ Monitor, run the Setup program and follow the installation instructions as they appear on the screen. In the Custom Setup screen, install SuperQ Manager and Super Queue Monitor on the system. 6 AltiGen SuperQ Manual... -
Page 11: Application Extension Configuration
SuperQ number. The administrator must make sure the application extension number and password in all AltiGen systems are the same, in order to ensure that the application extensions act for a particular SuperQ logon as one SuperQ. AltiGen SuperQ Manual... - Page 12 Application Extension Configuration dialog box. Important: The password used for the application extension should be the same as the SuperQ password, so that SuperQ can log into each application when service is starting up. 8 AltiGen SuperQ Manual...
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Page 13: Hapter
> 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 password is 22222 to log into SuperQ Manager. After login, the SuperQ Manager main configuration window appears: AltiGen SuperQ Manual... -
Page 14: Toolbar
SuperQ start automatically the next time the AltiGen SuperQ Service is restarted. Important: The password used here must be the same application extension password used for all systems 10 AltiGen SuperQ Manual... - Page 15 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 right-click on the SuperQ List pane and select Edit or Delete. AltiGen SuperQ Manual...
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Page 16: Adding An Altiserv Server To Superq
Repeat steps to add additional AltiServ servers to the SuperQ. Use the Edit or Delete buttons to modify or delete a server. Once added, the AltiServ server appears in the server list displayed in the right pane. 12 AltiGen SuperQ Manual... -
Page 17: Workgroup Configuration
In the Add Workgroup dialog box, use the drop-down arrow to select the workgroup Server Name, Workgroup Number/Name, and Priority (for SuperQ call distribution purposes). Important: If two workgroups have the same priority, the first available workgroup will get the call. AltiGen SuperQ Manual... - Page 18 Workgroup Business Hours for the workgroup. Click OK. Repeat steps to add additional workgroups to the SuperQ. Once added, the Workgroup appears in the Member List displayed in the Workgroup Configuration pane. 14 AltiGen SuperQ Manual...
- Page 19 All existing voice mails for the workgroup will be deleted once the workgroup has been deleted. Please make sure to transfer or note any important workgroup voice mail before deleting the workgroup. Create an application extension for 300 (instead of 400). AltiGen SuperQ Manual...
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Page 20: Call Distribution
This reduces VoIP trunk usage and saves IP bandwidth. • Call Distribution Methods: select from one of the following call distribution options that will apply when multiple remote workgroups have agents available at the same time: 16 AltiGen SuperQ Manual... -
Page 21: Queue Management
Call priority is assigned by the entry point’s server. Queue Management The administrator can set up queue announcements for a SuperQ. AltiGen SuperQ Manual... -
Page 22: Quit Queue Option
The administrator can configure one of two methods for callers to quit Super Queue: pressing “0” or “#”. With either method, the administrator can specify the target to forward the call to: • Voice Mail • Extension • IVR • Group • Operator 18 AltiGen SuperQ Manual... -
Page 23: Cdr Backup Settings
# or 0, only the configuration for system A will apply to this caller. CDR Backup Settings There are two kinds of databases for SuperQ CDR: active and backup. To change CDR backup settings: AltiGen SuperQ Manual... - Page 24 SuperQ to collect backup data in one file before starting a new backup file. Click OK. If you want to delete backup files, you must do this manually. Backup files are located at <SuperQ install folder>\bk\. 20 AltiGen SuperQ Manual...
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Page 25: Running Superq Reports
• Call Priority—shows number of calls by different call priority Note: Any change of Workgroup priority will not affect the Call Priority Reports. Call priority is assigned by the AltiServ at the call entry point. AltiGen SuperQ Manual... -
Page 26: Query/Print Reports
Click the Next button to view the report results. The generated report appears in a new window. From the report results window, you can Print the call data, Save the data to another format, or Close the window. 22 AltiGen SuperQ Manual... -
Page 27: Call Detail
Call Detail Shows the call detail information of SuperQ activity. Figure 1. Call Detail Report Figure 2. Call Detail Report Results AltiGen SuperQ Manual... -
Page 28: Superq Group Activity
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 Activity Report Results 24 AltiGen SuperQ Manual... -
Page 29: Distributed Calls Activity
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 Activity Results AltiGen SuperQ Manual... -
Page 30: Call Source
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 26 AltiGen SuperQ Manual... -
Page 31: Queue Time
Queue Time Shows queue time by different intervals. Figure 9. Queue Time Report Figure 10. Queue Time Report Results AltiGen SuperQ Manual... -
Page 32: Daily Longest Queue Time
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 28 AltiGen SuperQ Manual... -
Page 33: Cumulative Superq Activity
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 Results AltiGen SuperQ Manual... -
Page 34: Cumulative Server & Workgroup Activity
Cumulative 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 & Workgroup Activity Report Results 30 AltiGen SuperQ Manual... -
Page 35: Call Priority
Call Priority Shows the number of calls by different call priority. Figure 17. Call Priority Report Figure 18. Call Priority Report Results AltiGen SuperQ Manual... -
Page 36: Cdr Files
Day of quitting queue OutQTimeZoneOffset integer The Timezone offset between target site and SuperQ service CallerId varchar(50) Caller ID CallerName varchar(50) Caller Name Type integer Quit queue state Priority integer Call priority InQHour integer Hour of entering queue 32 AltiGen SuperQ Manual... -
Page 37: Summary Table
SuperQ workgroup Number OutQDate integer Date of quitting queue OutQDaytime integer Time of quitting queue OutQWeekday integer Day of quitting queue CallInQueue integer Number of calls in queue LongestQueueTime integer Longest waiting time AvgQueueTime integer Average waiting time AltiGen SuperQ Manual... - Page 38 34 AltiGen SuperQ Manual...
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Page 39: Using Altigen Superq Monitor
SuperQ > SuperQ Monitor. Enter the server name or IP address, and password (can be different from SuperQ Manager). In the next dialog box, select the SuperQ workgroup to monitor, then click Use the SuperQ drop-down list to select which SuperQ to monitor in an AltiGen SuperQ. AltiGen SuperQ Manual... -
Page 40: Superq Status
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 want to note the following: 36 AltiGen SuperQ Manual... -
Page 41: Superq Statistics
SuperQ before they were abandoned. Abandoned means that the caller has hung up before the call was answered. • Calls abandoned—the number of calls abandoned in SuperQ since midnight. Call Log View The SuperQ Call Log window displays the following fields: AltiGen SuperQ Manual... - Page 42 — App Ext nnn Call Handling — the call follows the AltiServ application extension’s Application Failover Plan setting when all agents are logged out from all workgroups or all workgroups are out of business hours. — Dropped by User — call abandoned from SuperQ. 38 AltiGen SuperQ Manual...
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Page 43: Index
37 installation 5 WAN bandwidth requirement 2 workgroup Java Services Manager 6 adding to a SuperQ 13 configuration 13 deleting 15 load balancing 17 number 15 login 9 statistics 37 workgroup status 36 monitoring call log 37 AltiGen SuperQ Manual... - Page 44 Index AltiGen SuperQ Manual...