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Summary of Contents for Altigen AltiSupervisor
- Page 1 ™ AltiSupervisor for AltiWare Open Edition (OE) / AltiServ Contact Center (ACC) Release 5.0 and AltiContact Manager (ACM) Release 5.0 Manual Revised 05/2004 4504-0013-5.0...
- Page 2 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 ....... . 13 Viewing Agent Current Status ......14 AltiSupervisor Manual... - Page 4 Index ..........21 ii AltiSupervisor Manual...
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Page 5: Warranty
How Long the Warranty Is Effective All AltiGen Communications products are warranted for one (1) year for all parts from the date of the first end user purchase. Whom the Warranty Protects This warranty is valid only for the first end user purchaser. - Page 6 Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Customer Service and can be obtained by calling 1-888-ALTIGEN (258-4436) or faxing an RMA form to 510-252-9738, attention to Customer Service.
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Page 7: Hapter
Monitor and barge-in from phone interface Installation The following items are included in the AltiSupervisor 5.0 package: • AltiSupervisor 5.0 Manual • AltiSupervisor Session License If any of these items are missing or damaged, please contact your Authorized AltiGen dealer. AltiSupervisor Manual... -
Page 8: Client System Requirements
Upgrading Licenses To increase the number of simultaneous AltiSupervisor sessions, refer to the license activation and registration procedures in Chapter 2 - Software Installation of the AltiWare OE System Installation and Administration Manual or AltiContact Manager Administration Manual. 2 AltiSupervisor Manual... -
Page 9: Pre-Installation Checklist
Uninstalling AltiSupervisor From the Windows Start menu, select Control Panel Add/ Remove Programs to uninstall AltiSupervisor. Click OK when the dialog box asks if you want to uninstall the program, and respond to any additional prompts. AltiSupervisor Manual... -
Page 10: Auto Upgrade
AltiSupervisor 5.0 program and ALL OTHER 5.0 client applications (including AltiAgent, AltiView, AltiConsole and CDR Search 5.0). Reboot your system. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and remove AlpInterface.dll. Note: The AlpInterface might be located under “\WinNT\System32\”, “\Windows\System32\” or some other location. -
Page 11: 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 12: Hiding Or Exiting Altisupervisor
To exit AltiSupervisor entirely, right click the phone icon and select Exit. Using the Windows Tray Phone Icon After you log in, the AltiSupervisor icon (a phone) is displayed on the Windows tray, normally at the bottom right of your screen. 6 AltiSupervisor Manual... -
Page 13: Resizing The Display
• Idle - the extension is not in use • Music on Hold - an extension user placed the call on hold to take another call • Park - the call is parked • Play - playing voice mail AltiSupervisor Manual... -
Page 14: Error Messages
Alti- AltiSupervisor is out- 5.0 (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. 8 AltiSupervisor Manual... -
Page 15: 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 16 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. 10 AltiSupervisor Manual...
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Page 17: Viewing Group Statistics
AltiWare/AltiContact Manager 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. • Service level—the percentage of queued calls within the service level threshold. AltiSupervisor Manual... - Page 18 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. 12 AltiSupervisor Manual...
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Page 19: 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 20: Viewing Agent Current Status
A Logout Reason of “00” appears in one of two situations: — Agents in this workgroup are not required to provide a Logout Reason, — “00” is used to indicate a Logout Reason of “other.” • The green light will turn red if the extension is: 14 AltiSupervisor Manual... -
Page 21: Monitoring-Listening In And Barging In
Listening in to or recording a conversation without the consent of one or both parties may be a violation of local, state and federal privacy laws. It is the responsibility of the users of this feature to assure they are in compliance with all applicable laws AltiSupervisor Manual... -
Page 22: Recording Calls
Recorded conversations can then be played back through voice mail or accessed at a centralized location. Note: The voice recording feature is only available for extensions on Triton Resource boards. 16 AltiSupervisor Manual... - Page 23 Recording. If the administrator has set to record to a centralized location, contact your administrator for the location. If the system is set to save the recording as the AltiSupervisor’s voice mail, the recording can be heard through the AltiGen Voice Mail System. AltiSupervisor Manual...
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Page 24: Forced Agent Login/Logout
To force all agents to login to a workgroup, right-click on a workgroup call from the Agent State window and scroll to Log In All Agents. To force all agents to logout, right-click on a workgroup call from the Agent State window and scroll to Log Out All Agents. 18 AltiSupervisor Manual... -
Page 25: Viewing The Queues
AltiSupervisor to transfer calls from queue. Transfer Call from Queue To transfer a call from queue, click on a queued call from the list, then click the Transfer button. This follows the target extension’s RNA/busy call handling settiings. AltiSupervisor Manual... - Page 26 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. 20 AltiSupervisor Manual...
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Page 27: Index
Index Index forced agent login/logout 18 group statistics, viewing 11 group view 11 AA state 7 address AltiGen Communications, Inc. ii agent statistics 13 hiding AltiAgent 6 all calls recorded 17 hold 7 AltiGen Communications, Inc. hold pending 7 address ii... - Page 28 3 uninterruptible power supply (UPS) 11 upgrade 2 UPS (uninterruptible power supply) 11 viewing agent status 15 viewing queues 19 voice mail state 8 warranty iii how to get service iii Windows tray 6 workgroup queues 19 22 AltiSupervisor Manual...