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Related Manuals for Altigen SuperQ
Summary of Contents for Altigen SuperQ
- Page 1 SuperQ Manual 12/2009 4413-0011-6.5 Update1...
- 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
Adding a SuperQ ........10... - Page 4 SuperQ Statistics ........
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Page 5: Hapter
AltiGen SuperQ call detail reporting (CDR) data is also available. AltiGen SuperQ requires the registration and activation of the AltiGen SuperQ License in each MAXCS ACM System that will be connected to SuperQ. System Requirements Run SuperQ on a separate system from MAXCS. -
Page 6: Important Wan Considerations
• Dedicated Pentium 4, 2 GHz computer • 40 GB available hard drive disk space • 1 GB RAM • Java Virtual Machine (Java VM) 1.5 (SuperQ installation program will install this) The system with SuperQ Manager and SuperQ Monitor running must meet the following minimum requirements: •... - Page 7 AltiGen SuperQ Manual...
- Page 8 4 AltiGen SuperQ Manual...
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Page 9: Hapter
Note: During the installation process, Java 2 VM 1.5 is installed on your system. To install SuperQ for server administration, run the Setup program and follow the installation instructions as they appear on the screen. In the Custom Setup screen, choose to install SuperQ Server on the system, then click Next. -
Page 10: Superq Service
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 Application Extension Configuration’s application failover plan. For SuperQ Manager and SuperQ Monitor... -
Page 11: Application Extension Configuration
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 events. All calls to this application extension will be under AltiGen SuperQ control, which will assign the call to a queue or transfer the call to an available workgroup agent. - Page 12 Application Extension Page, MaxAdministrator If the SuperQ cannot determine how to transfer the call (for example, SuperQ Server is not 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.
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Page 13: Hapter
Using AltiGen SuperQ Manager Login To log in to SuperQ Manager, go 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. -
Page 14: Toolbar
Network Configuration Adding a SuperQ To add a SuperQ: Click the Add button in the SuperQ list pane, or right-click on the pane and select Add. 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 to have the SuperQ start automatically the next time the AltiGen SuperQ Service is restarted. - Page 15 Repeat steps to add 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 right-click on the SuperQ List pane and select Edit or Delete.
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Page 16: Adding A Maxcs Server To Superq
To add a MAXCS server to a SuperQ: Select a SuperQ from the SuperQ List, then click the Add button at the bottom of the pane, or right-click on the blank space of the SuperQ List pane and click Add. -
Page 17: Workgroup Configuration
Workgroup Configuration An administrator can add multiple workgroups in one server or the workgroups in different servers to a SuperQ. When the SuperQ receives a call from an application extension with the same workgroup number, SuperQ will dispatch the call to a workgroup based on call distribution rules or queue the call if no agent is available. - 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 Edit or Delete to modify or delete a Workgroup. Important Workgroup Configuration Note When configuring a SuperQ group on a MAXCS system that already has a well-known workgroup number, the administrator should consider replacing the old workgroup number with the SuperQ pilot number.
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Page 20: Call Distribution
SuperQ. When configuring call distribution for a SuperQ, consider workgroup business hours and time zone first. If all workgroups in the SuperQ are out of working hours, AltiGen SuperQ will follow the application failover plan in the system’s application extension configuration. -
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 Service Level Threshold field allows you to select the length of time in seconds that a call can be in queue before the call is logged in SuperQ statistics as having exceeded the allowable service level limits. You can set the value to any number between 1-1200 seconds. -
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 If Archive Purged Record(s) is not checked, out-of-date records will be deleted. In the Month(s) Per Archive File field, specify for how long you want SuperQ to collect backup data in one file before starting a new backup file. Click OK.
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Page 25: Hapter
H A P T E R Running SuperQ Reports To launch SuperQ Report, click the Report button in the SuperQ Manager toolbar. SuperQ provides the following detailed reports by SuperQ group or by server: • Call Detail—shows the call detail information of SuperQ activity •... -
Page 26: Query/Print Reports
Query/Print Reports To access a report: From the SuperQ Report window, select a category from the tab choices. Once the report is chosen, use the mouse to select one or more SuperQs from the Group list (window pane on the left side). -
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
CDR Files Currently, CDR records only save call information into files located at \program files\Altigen\AGJServices\SuperQ\CDRLogofxxxx.csv. Call Table SuperQ call information is saved in the following format: Field Name Field Type Memo SessionId integer Session ID of source site SiteId integer... -
Page 37: Summary Table
Summary Table SuperQ summary information is saved every 15 minutes in the following format: Field 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... - Page 38 34 AltiGen SuperQ Manual...
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Page 39: Hapter
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. -
Page 40: Superq Status
SuperQ Statistics. The bottom section displays Call Log View Status. Window Button Use the Window button to select how to view the SuperQ display window: Tile Horizontally, Tile Vertically or Cascade. You can also use the button to change the SuperQ Monitor password or exit SuperQ Monitor. -
Page 41: Superq Statistics
• Average Queue Time for Abandoned Calls—the average amount of time calls were in SuperQ before they were abandoned. Abandoned means that the caller has hung up before the call was answered. - Page 42 • Server—name of server, and server IP address • Caller Name—name of caller • Caller ID—ID of caller • Queue Entry Time—the time that the call entered SuperQ • Queue Duration—length of time call in SuperQ • 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...
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Page 43: Index
SuperQ status 36 workgroup status 36 adding network configuration 10 a server to SuperQ 12 a SuperQ 10 a workgroup to a SuperQ 13 AltiGen Java Services Manager 6 queue management 17 application extension quit queue option 18 configuring 7... - Page 44 Index AltiGen SuperQ Manual...