Altigen AltiSupervisor User manual

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

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. Although AltiGen

Communications, Inc. has designed security features into its products, it is

your sole responsibility to use the security features and to establish security

practices within your company, including training, security awareness, and

call auditing.

NOTICE

While every effort has been made to ensure accuracy, AltiGen

Communications, Inc. will not be liable for technical or editorial errors or

omissions contained within the documentation. The information contained

in this documentation is subject to change without notice.

This documentation may be used only in accordance with the terms of the

AltiGen Communications, Inc. License Agreement.

AltiGen Communications, Inc.

4555 Cushing Pkwy.

Fremont, CA 94538

Telephone: 510-252-9712

Fax: 510-252-9738

E-mail: [email protected]

Web site: www.altigen.com

TRADEMARKS

AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiLink, AltiConsole,

AltiAdmin, ACM Admin, Alti-IP 600, AltiVR Player, Zoomerang and

Dynamic Messaging are trademarks or registered trademarks of AltiGen

Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

PrintedinUSA.05

/2004 Part Number 4504-0013-5.0

AltiSupervisor Manual i

Contents

Contents.............................................i

Warranty...........................................iii

CHAPTER 1

Overview ..........................................1

NewinVersion5.0....................................1

Installation.........................................1

ClientSystemRequirements ..............................2

Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 2

AltiSupervisor Session License . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Pre-InstallationChecklist...............................3

Installing AltiSupervisor on a Client System . . . . . . . . . . . . . . . . 3

Uninstalling AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

AutoUpgrade........................................4

DowngradeProcedure .................................4

CDRRecordsNote......................................4

CHAPTER 2

GettingStarted .....................................5

LoggingIn ............................................5

Hiding or Exiting AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

UsingtheWindowsTrayPhoneIcon......................6

ResizingtheDisplay...................................7

CHAPTER 3

Using AltiSupervisor . . . .............................9

LoggingIn ............................................9

ViewingGroupStatistics ................................11

ViewingAgentStatistics ................................13

ViewingAgentCurrentStatus............................14

ii AltiSupervisor Manual

Monitoring—ListeninginandBargingIn...................15

RecordingCalls .......................................16

ForcedAgentLogin/Logout .............................18

ViewingtheQueues....................................19

Index...............................................21

AltiSupervisor Manual iii

Warranty

What The Warranty Covers

AltiGen Communications warrants its hardware products to be free from defects in material

and workmanship during the warranty period. If a product proves to be defective in material

or workmanship during the warranty period, AltiGen Communications will, at its sole option,

repair, refund or replace the product with a like product.

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.

What the Warranty Does Not Cover

1. Any product on which the serial number has been defaced, modified or removed.

2. Damage, deterioration or malfunction resulting from:

a) Accident, misuse, neglect, fire, water, lightning, or other acts of nature,

unauthorized product modification, or failure to follow instructions supplied with

the product.

b) Repair or attempted repair by anyone not authorized by AltiGen Communications.

c) Any damage of the product due to shipment.

d) Removal or installation of the product.

e) Causes external to the product, such as electric power fluctuations or failure.

f) Use of supplies or parts not meeting AltiGen Communications’ specifications.

g) Normal wear and tear.

h) Any other cause which does not relate to a product defect.

3. 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:

iv AltiSupervisor Manual

1. 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. AltiGen

reserves the right to refuse return of any material that does not have an RMA number. The

RMA number should be clearly marked on the outside of the box inwhich the material is being

returned. For example:

Attn.: RMA # 123

AltiGen Communications, Inc.

4555 Cushing Pkwy.

Fremont, CA 94538

Upon authorization of return, AltiGen will decide whether the malfunctioning product

will be repaired or replaced.

2. To obtain warranty service, you will be required to provide:

a) the date and proof of purchase

b) serial number of the product

c) your name and company name

d) your shipping address

e) a description of the problem.

3. For additional information contact your AltiGen Dealer or AltiGen Communications, Inc.

via e-mail at support@altigen.com.

Effect of State Law

This warranty gives you specific legal rights, and you may also have other rights which vary

from state to state. Some states do not allow limitations on implied warranties and/or do not

allow the exclusion of incidental or consequential damages, so the above limitations and

exclusions may not apply to you.

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.

AltiSupervisor Manual 1

Installation

HAPTER

Overview

AltiSupervisor is an optional software package that runs with the AltiWare

OE or AltiContact Manager system. AltiSupervisor Session licenses must

be installed and registered to enable client sessions.

To install the AltiSupervisor client software, you can load AltiSupervisor

on a network server and then using your company’s distribution software

to deliver the AltiSupervisor client software to each desktop PC.

Most frequently, this meansloading the software onto a shared network file

serverand copying thesoftware to each desktop PC. Alternatively, you can

use the AltiSupervisor CD ROM to install the program on each desktop.

New in Version 5.0

• Transferring call from workgroup queue

• Agent conversation recording

• Force agent login/logout

• Workgroup CDR/RTM revamping

• Microsoft Gold Certification

• Automatic version upgrade during startup

• Extension password protection for logins

• 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.

2AltiSupervisor Manual

Important: 4.6 client programs cannot be installed in the same PC running

5.0 client programs.

Client System Requirements

The client system must each meet the following minimum requirements.

For server system requirements, see the AltiWare OE/ACC System

Installation and Administration Manual or the AltiContact Manager

Administration Manual.

• IBM/PC AT compatible system

• Intel 300 MHz (or faster) Pentium

• Windows 98 (or higher), or Windows 2000, or Windows NT 4.0 or

higher, Server or Workstation.

• 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 5.0 running on a server accessible

to this client.

Session Licensing and License Upgrade

Procedures

AltiSupervisor Session License

The AltiSupervisor Session license enables a per concurrent session of

AltiSupervisor. It includes a Desktop Connect/SDK client license. Up to 20

concurrent AltiSupervisor sessions are supported.

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.

AltiSupervisor Manual 3

Installation

You can verify the licenses when you run AltiAdmin/ACM Admin by

selecting About AltiWare…/About ACM Admin... on the Help menu,

then clicking the License Information button to view a window that

displays licenses and session information.

Installation and Setup

Pre-Installation Checklist

Before installing AltiSupervisor, please review the following checklist:

• Make sure that AltiWare OE/ACC or AltiContact Manager 5.0 has

been installed on the server system.

• Make sure that TCP/IP is enabled on both machines.

• Make sure the client is able to connect to the server on the network.

• Local administrator rights are required to install AltiView and

AltiSupervisor.

• Make sure License has been installed and activated.

Installing AltiSupervisor on a Client System

After completing the pre-installation checklist, proceed as follows on the

client machine:

1. Exit any/all Windows applications.

2. Insert the AltiWare OE 5.0 CD into the CD ROM drive.

3. Run the Setup program under AltiSupervisor\ and follow the step-by-

step installation instructions as they appear on the screen.

Uninstalling AltiSupervisor

1. From the Windows Start menu, select Control Panel Add/

Remove Programs to uninstall AltiSupervisor.

2. Click OK when the dialog box asks if you want to uninstall the

program, and respond to any additional prompts.

4AltiSupervisor Manual

Auto Upgrade

During startup, AltiSupervisor will detect if its version matches with the

version of the OE/ACC or ACM serverto be connected. If an older version

is found, the client will be prompted for upgrade permission. If the user

decides to auto upgrade, the AltiSupervisor application is terminated and a

software upgrade session is started. Restart AltiSupervisor to run the newer

version.

Note: For remote AltiSupervisor users outside the firewall, TCP port

10050 is required to be open to allow auto upgrade. Also, auto

upgrade over the Internet requires the sending of 15 MB files over

the WAN, which may take some time to perform the automatic

update.

Downgrade Procedure

1. Go to Control Panel>Add/Remove Programs and remove the

AltiSupervisor 5.0 program and ALL OTHER 5.0 client applications

(including AltiAgent, AltiView, AltiConsole and CDR Search 5.0).

2. Reboot your system.

3. 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. Use the Search for Files and Folders feature to

locate and remove all AlpInterface.dll files from the system.

4. Install the AltiSupervisor 4.6 software.

CDR Records Note

For CDR records, there are two Service Level displays for AltiSupervisor:

•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

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