Altigen AltiSupervisor User manual

AltiSupervisor™

for AltiWare Open Edition (OE)/

AltiServ Contact Center (ACC) Release 5.0A

and AltiContact Manager (ACM) Release 5.0A

Manual

Revised 04/2006 Version #3 4504-0013-5.0A

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: info@altigen.com

Web site: www.altigen.com

TRADEMARKS

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

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

AltiReport,andSuperQaretrademarksorregisteredtrademarksofAltiGen

Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

Printed in USA. 04/2006 Part Number 4504-0013-5.0A

AltiSupervisor Manual i

Contents

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

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

CHAPTER 1

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

New in Version 5.0A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

Client System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 3

Pre-Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

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

Uninstalling AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Auto Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Downgrade Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

CDR Records Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

CHAPTER 2

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Reconnecting to AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Hiding or Exiting AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Using the Windows Tray Phone Icon. . . . . . . . . . . . . . . . . . . . . . 9

Resizing the Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

CHAPTER 3

Using AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Viewing Agent Current Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

ii AltiSupervisor Manual

Monitoring—Listening in and Barging In . . . . . . . . . . . . . . . . . . . 19

Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Forced Agent Login/Logout/Unstaffed . . . . . . . . . . . . . . . . . . . . . 22

Viewing the Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

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.

AllmaterialsbeingreturnedtoAltiGen must have an associatedRMAnumber.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

RMAnumbershouldbeclearlymarkedonthe outside of the box inwhichthe 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. Foradditionalinformationcontact your AltiGen Dealer orAltiGenCommunications,Inc.

via e-mail at [email protected].

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 means loading the software onto a shared network file

server and copying the software to each desktop PC. Alternatively, you can

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

New in Version 5.0A

• Colorcoded priority in queue-Asupervisorcanassigndifferentcolors

for different call priorities.

• Supervisor can choose to be alerted when queue reaches a specified

numberof calls and/oraspecifiednumberofminutes(added in Update

4).

• Force Agent phone to virtual - A supervisor can change an agent’s

extension from physical to virtual (the same as the agent pressing #26

from the phone).

• Change “Transfer” Button to “Redirect” Button - The Transfer button

in the AltiSupervisor Queue Monitor page is changed to Redirect.

• Indicator for Recorded Agent Conversation - After a Supervisor clicks

on the “Record” menu item (on the Agent Status tab) to record an

agent’s conversation, AltiSupervisor will display “Rec” in the Agent

State field to indicate the call is being recorded.

•Reconnect button when connection is dropped - when a connection

between AltiServ and AltiSupervisor is broken, AltiSupervisor will

pop a message box to inform the user and will also provide a

Reconnect button. The Reconnect button will connect to AltiServ

again without having to log back onto AltiSupervisor to re-enter the

extension number and password.

2AltiSupervisor Manual

Installation

The following items are included in the AltiSupervisor 5.0A package:

• AltiSupervisor 5.0A Manual

• AltiSupervisor Session License

If any of these items are missing or damaged, please contact your

Authorized AltiGen dealer.

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

5.0A 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 5.0A running on a server

accessible to this client.

AltiSupervisor Manual 3

Installation

Session Licensing and License Upgrade

Procedures

AltiSupervisor requires an AltiSupervisor session license to be installed at

the AltiWare/ACM system. Concurrent login session is governed by the

AltiSupervisor session license.

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 5.0A 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 5.0A Client 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.

4AltiSupervisor Manual

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.

Auto Upgrade

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

version of the OE/ACC or ACM server to 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 5.0A program and ALL OTHER 5.0A client

applications (including AltiAgent, AltiView, AltiConsole and CDR

Search 5.0A).

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 5.0 software.

CDR Records Note

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

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