Altigen SuperQ User manual

SuperQTM

Manual

3/2008 4413-0011-5.2

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, AltiReach, AltiLink,

AltiConsole, AltiAdmin, ACM Admin, AltiVRPlayer, AltiReport,

AltiSuperQ, 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.

4413-0011-5.2

AltiGen SuperQ Manual i

Contents

CHAPTER 1

About AltiGen SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

New in SuperQ for AltiWare 5.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

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

Important WAN Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . 2

CHAPTER 2

Installing SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

For SuperQ Server Administration . . . . . . . . . . . . . . . . . . . . . . . . . 5

Additional Server Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

SuperQ Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

For SuperQ Manager and SuperQ Monitor Clients . . . . . . . . . . . . . 6

Application Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . 7

CHAPTER 3

Using AltiGen SuperQ Manager . . . . . . . . . . . . . . . . . . . . . . .9

Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Network Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Adding a SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Adding an AltiServ Server to SuperQ . . . . . . . . . . . . . . . . . . . . 12

Workgroup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Adding a Workgroup to SuperQ. . . . . . . . . . . . . . . . . . . . . . . . . 13

Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Queue Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Quit Queue Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

CDR Backup Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

ii AltiGen SuperQ Manual

CHAPTER 4

Running SuperQ Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Query/Print Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Call Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

SuperQ Group Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Distributed Calls Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Call Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Queue Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Daily Longest Queue Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Cumulative SuperQ Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Cumulative Server & Workgroup Activity . . . . . . . . . . . . . . . . . . 30

Call Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

CDR Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Call Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Summary Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

CHAPTER 5

Using AltiGen SuperQ Monitor . . . . . . . . . . . . . . . . . . . . . . .35

SuperQ Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Local Workgroup Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

SuperQ Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Call Log View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

AltiGen SuperQ Manual 1

HAPTER

About AltiGen SuperQ

AltiGen SuperQ is a Java-based application designed to queue and

distribute calls for call centers with workgroups located in different

geographic locations or across multiple AltiContact Manager (ACM)

systems. Each server can have one or more local workgroup queues. All

locations and servers are tied together over an internet protocol (IP)

network and voice over IP (VoIP) SIP tie trunk. AltiGen SuperQ optimizes

efficiency by controlling calls in the carrier’s network termination site

before they travel through the IP network and reach local automatic call

distributors (ACDs).

AltiGen SuperQ enables call centers to combine teams of workgroups from

multiple locations into one virtual team, providing the following benefits:

• Superior customer service

• Reduced operating costs

• Optimized operations effectiveness, achieved by eliminating

imbalance of agent call load

Larger virtual teams increase efficiency, allowing call centers to handle

more calls with the same number of people. Calls can be delivered with

faster service, shorter hold times, balanced work load, and fewer

abandoned calls.

AltiGen SuperQ provides separate graphical user interfaces (GUIs) for

configuration and monitoring. AltiGen SuperQ call detail reporting

(CDR) data is also available.

AltiGen SuperQ requires the registration and activation of the AltiGen

SuperQ License in each ACM System that will be connected to SuperQ.

New in SuperQ for AltiWare 5.2

• A SuperQ agent may belong to multiple workgroups

• Up to 10 SuperQ queues are supported

2AltiGen SuperQ Manual

System Requirements

Run SuperQ on a separate system from AltiServ.

The system with SuperQ running must meet the following minimum

requirements:

• Windows Server 2003

• Dedicated Pentium 4, 2 GHz computer

• 512 MB RAM

• 40 GB available hard drive disk space

• Java Virtual Machine (Java VM) 1.5

The system with SuperQ Manager andSuperQ Monitor running must meet

the following minimum requirements:

• PC running Windows 2003 or Windows XP with SP 2

• Java 2 Runtime Environment 1.5

• Pentium 4, 1GHz with 256 M

The AltiWare system should have the following:

• ACM 5.2 or higher

• AltiGen SuperQ License (each AltiServ requires an AltiGen SuperQ

license)

Important WAN Considerations

Administrators should consider bandwidth availability and usage among

sites. If the bandwidth is insufficient, it may degrade voice quality. In this

case, the SuperQ may not be usable.

If many calls will be placed over the wide area network (WAN),

administrators should also ensure the WAN is reliable. If the WAN is not

reliable, administrators should take the following steps:

1. Enable the option Dispatch calls to local workgroup first if local

agent(s) available (under SuperQ Manager/Call Distribution).

2. For each server, set Maximum In-use IP Channelsto a smaller value.

In SuperQ, administrators can configure a maximum of IP trunks. The

WAN bandwidth requirement can be calculated using the following

formula:

AltiGen SuperQ Manual 3

Maximum IP trunks x G.723/G.729 bandwidth usage x 1.5 = bandwidth

requirement

If G.723/G.729 usage is around 25 Kbps, G.711 is not recommended (~80

Kbps), unless 2Mbs+ bandwidth is available among sites.

4AltiGen SuperQ Manual

AltiGen SuperQ Manual 5

HAPTER

Installing SuperQ

For SuperQ Server Administration

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.

After installation, restart the system.

Additional Server Setup

• SIP tie trunks should have access codes set in AltiWare Administrator.

• Music settings should be set in AltiWare Administrator, if music is

needed for a queue.

• An entry should be added in the IP dialing table for each server. Select

SIP for the protocol and select a codec type.

Note: Do not select “default” as the codec type. This would cause

remote call failure.

6AltiGen SuperQ Manual

SuperQ Service

SuperQ Service is an automatic startup service running as a background

process for SuperQ. This service is controlled by AltiGen Java Services

Manager. To stop or start the service, or to change SuperQ Service

properties, go to 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

Clients

To install SuperQ Manager or SuperQ Monitor, run the Setup program and

follow the installation instructions as they appear on the screen. In the

Custom Setup screen, install SuperQ Manager and Super Queue

Monitor on the system.

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