Altigen SuperQ User manual
SuperQTM
Manual
12/2009 4413-0011-6.5 Update1
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.
410 East Plumeria Dr.
San Jose, CA 95134
Telephone: 888-AltiGen (258-4436)
Fax: 408-597-9020
E-mail: info@altigen.com
Web site: www.altigen.com
TRADEMARKS
MAX Communication Server, MaxAdministrator, MaxCommunicator,
MaxAgent, MaxSupervisor, MaxInSight, MaxOutlook, MaxCall,
Enterprise Manager, AltiServ, AltiLink, AltiConsole, VRPlayer,
Zoomerang, IPTalk, Alti-Mobile Extension, InTouch Dialer, 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.
Copyright © AltiGen Communications, Inc. 2009. All rights reserved.
4413-0011-6.5 Update1
AltiGen SuperQ Manual i
Contents
CHAPTER 1
About AltiGen SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
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
Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Network Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Adding a SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Adding a MAXCS 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
CHAPTER 4
Running SuperQ Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
ii AltiGen SuperQ Manual
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
C
HAPTER
1
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 MAXCS 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.
A SuperQ agent may belong to multiple workgroups.
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 MAXCS ACM System that will be connected to
SuperQ.
System Requirements
Run SuperQ on a separate system from MAXCS.
The system with SuperQ running must meet the following minimum
requirements:
• Windows Server 2003 SP2 or Windows Server 2008 SP1
2AltiGen SuperQ Manual
• Dedicated Pentium 4, 2 GHz computer
• 40 GB available hard drive disk space
•1GBRAM
• 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:
• PC running Windows 2003 SP2 or Windows XP with SP3 or Windows
Vista Business Edition or Windows 7 (32-bit or 64-bit) or Windows
2008 (32-bit and 64-bit) or Windows 7 (32-bit or 64-bit)
• Java 2 Runtime Environment 1.5
• Pentium 4, 1GHz with 256 M
The MAXCS system should have the following:
• MAXCS ACM 6.5 Update1 or higher
• AltiGen SuperQ License (each MAXCS 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 Channels to a smaller value.
In SuperQ, administrators can configure a maximum of IP trunks. The
WAN bandwidth requirement can be calculated using the following
formula:
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.
AltiGen SuperQ Manual 3
4AltiGen SuperQ Manual
AltiGen SuperQ Manual 5
C
HAPTER
2
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 MaxAdministrator.
• Music settings should be set in MaxAdministrator, 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.
6AltiGen SuperQ Manual
Note: Do not select “default” as the codec type. This would cause
remote call failure.
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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