Altigen AltiSupervisor User manual

AltiSupervisor™

for AltiWare ACC Release 5.1

and AltiWare ACM Release 5.1

Manual

Revised 11/2007 Version #4 4504-0013-5.1

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, AltiVR Player, Zoomerang, IPTalk, AltiReport,

and SuperQ are trademarks or registered trademarks of AltiGen

Communications, Inc.

All other brand names mentioned are trademarks or registered trademarks

of their respective manufacturers.

Part Number 4504-0013-5.1

AltiSupervisor Manual i

Contents

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

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

CHAPTER 1

About AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

New in Version 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Session Licensing and License Upgrade Procedures . . . . . . . . . . . . 1

CDR Records Note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

CHAPTER 2

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

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

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

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

Automatic Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

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

CHAPTER 3

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

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

Version Mismatch Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

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

Exiting and Minimizing AltiSupervisor . . . . . . . . . . . . . . . . . . . . . . 9

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

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

CHAPTER 4

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

Supervising More than One Workgroup . . . . . . . . . . . . . . . . . . . . 13

Viewing Group Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

ii AltiSupervisor Manual

Viewing Agent Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Viewing Agent Current State . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Listening in, Barging In, Coaching . . . . . . . . . . . . . . . . . . . . . . . . 18

Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

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 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:

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, to the attention of

Customer Service. AltiGen reserves the right to refuse return of any material that does

iv AltiSupervisor Manual

not have an RMA number. The RMA number should be clearly marked on the outside of

the box in which 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., at 510-252-9712.

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

Overview

HAPTER

About AltiSupervisor

AltiSupervisor is PC desktop software that runs with the AltiWare

AltiContact Center (ACC) and AltiContact Manager (ACM) systems.

AltiSupervisor is designed for supervisors of workgroup agents. Through

AltiSupervisor you can monitor the real time status and performance of a

workgroup, including AltiAgent calls, workgroup statistics, and agent

state. This information can be stored in an internal or external CDR

database for future review and analysis.

The supervisor has the ability to listen to calls and to barge in or coach calls

if assistance is needed. The supervisor can also re-route a call in queue, if

necessary.

New in Version 5.1

• Agent SKL (Skill Level) field is added to the Agent Monitor screen

• SKLR (Skill Level Requirement) is added to the Workgroup Queue

screen

• Coaching is supported, in addition to barge-in and silent monitoring

Session Licensing and License Upgrade

Procedures

AltiSupervisor requires an AltiSupervisor session license to be installed at

the AltiWare ACC/ACM system. Concurrent login sessions are governed

by the AltiSupervisor session license.

You can verify the licenses when you run AltiWare ACC/ACM

Administrator by selecting About AltiWare ACC Admin or About

AltiWare ACM Admin on the Help menu, then clicking the License

Information button to view a window that displays licenses and session

information.

CDR Records Note

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

2AltiSupervisor Manual

•Service Level =

(number of calls in WG Queue – number of calls in Q over SL

threshold) / number of calls in Q

•Service Level since midnight =

(number of answered calls – number of answered calls over SL

threshold) / number of answered calls

AltiSupervisor Manual 3

Installation

HAPTER

Installation

The client system must meet the following minimum requirements.

• IBM/PC AT compatible system

• Intel 133 MHz Pentium or equivalent

• Windows 2000 Server/Professional with SP4, or Windows XP

Professional

• 250 MB available hard drive disk space

• 256 MB RAM

• SVGA monitor (800 x 600) with 256 color display, or better

• Keyboard and mouse

• AltiWare ACC/ACM 5.1 running on a server accessible to this client.

Pre-Installation Checklist

Before installing AltiSupervisor, make sure the following is done:

• AltiWare ACC 5.1 or AltiWare ACM 5.1 has been installed on the

system server.

• TCP/IP is enabled on both machines.

• The client is able to connect to the server on the network.

• The person installing AltiSupervisor has local administrator rights on

the client PC.

• The AltiSupervisor License Key has been installed and activated on

the system server.

Installing AltiSupervisor on a Client System

When the above items are done, follow these steps on the client machine:

1. Exit all Windows applications.

2. Insert the AltiWare Clients CD into the CD ROM drive.

4AltiSupervisor Manual

3. Open the AltiSupervisor folder, and run the Setup program in that

folder, following the step-by-step installation instructions as they

appear on the screen.

4. Alternatively, if your system administrator has loaded AltiSupervisor

on a shared network server, you can copy the files in the

AltiSupervisor folder to your desktop PC, and run the AltiSupervisor

Setup program.

Uninstalling AltiSupervisor

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

Programs to uninstall AltiSupervisor.

2. Click Remove, and respond to any additional prompts.

Automatic Upgrade

Each time you start up AltiSupervisor, a comparison is made with the

version of AltiWare ACC/ACM that is running on the server. If updates

were made on the server, and your version of AltiSupervisor is out of date,

you are prompted for upgrade permission. If you automatically upgrade,

the AltiSupervisor startup 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,

automatic 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 5.1 program and ALL OTHER 5.1 client applications

(including AltiAgent, AltiView, AltiConsole and CDR Search 5.1).

2. Reboot your system.

3. Go to “<local drive>:Program Files\AltiGen\Shared Files\” and

remove AlpInterface.dll.

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