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: [phone]
Fax: [phone]
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.
Copyright © AltiGen Communications, Inc. 2004. All rights reserved.
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 [e-mail].
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
C HAPTER 1
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

AltiSupervisor Manual 5
Getting Started
C HAPTER 2
Getting Started
AltiSupervisor is a version of AltiView designed for supervisors of
workgroup agents. Through AltiSupervisor you can monitor the status and
performance of a workgroup, including AltiAgent calls, real time
workgroup statistics, and agent state. This information can be stored in an
internal or external CDR database for future review and analysis.
Logging In
Before you log in
When you launch AltiSupervisor for the first time, you need to know either
the server name or the IP address of the server you’ll be linking to. If you
use the server name and not the IP address, AltiWare/AltiContact Manager
replaces the name with the IP address, eliminating the need of a DNS
(Domain Naming System) search.
To obtain the AltiWare/AltiContact Manager IP address, ask your IT
administrator.
If you are connecting to the Internet through a modem connection, before
you log in, establish a session connection from your PC to your local
InternetService Provider. Ifyou’reusing a low-speed connection, the login
may takesometime as alargeamount of data is transferred to your desktop.
To log in:
1. Run the AltiSupervisor application and, if this is the first login to this
AltiWare/AltiContactManagersystem, enter theserver’sIPaddress or
name of the system you will be using. If this is not your first login, go
on to the next step.

6AltiSupervisor Manual
Figure 1. Logging in
2. Enter your Extension number and Password assigned to your phone.
Check the Always save password check box to store your login
password the next time you access AltiSupervisor.
Note: AltiServ maintains a counter for each extension to track login
failures. Up to 8 login attempts are allowed, after which login
will be disabled from 1 to 24 hours (depending on the
Adminstrator’s setting).
3. Select how you want to log in and click OK.
Hiding or Exiting AltiSupervisor
When you minimize the AltiSupervisor desktop by
clicking the Minimize symbol (the dash), it is hidden—
it doesn’t appear anywhere in the Windows desktop
except as a phone icon in the tray in the lower right corner, as discussed
below.
To exit AltiSupervisor entirely, right click the phone icon and select Exit.
Using the Windows Tray Phone Icon
After you log in, the AltiSupervisor icon (a phone) is displayed on the
Windows tray, normally at the bottom right of your screen.

AltiSupervisor Manual 7
Getting Started
If the AltiSupervisor interface is not on your Windows desktop, but this
icon appears in the Windows tray, you double-click it to open the
AltiSupervisor main window, or you can right click it to pop up a menu,
then select the AltiSupervisor window you want to open.
Resizing the Display
You can resize many AltiSupervisor windows using the standard Windows
method: place the cursor at a window edge or corner, then drag the window
to the size you want.
Also, the field size for any field can be increased or decreased by pointing
the cursor to either side of the field’s main column. The cursor changes to
a movable double bar (||) that can be moved to resize the column.
Call States
AltiWare/AltiContact Manager applications report the status of calls. A list
of the states includes the following:
•AA - the call is being transferred to an Auto Attendant/IVR
•Busy - callee is busy or not available
•Call Pending - the call is placed into a workgroup queue
•Conference - the call is in conference
•Connect - the call is connected
•Dial Tone - a dial tone is present, AltiAgent is ready to dial out
•Error - receipt of an error tone
•Hold - the call is on hold
•Hold Pending - the call is being transferred or conferenced
•Idle - the extension is not in use
•Music on Hold - an extension user placed the call on hold to take
another call
•Park - the call is parked
•Play - playing voice mail

8AltiSupervisor Manual
•Proceeding - the outgoing call is in progress
•Record - recording an introductory message
•Ringback - caller receives this state while callee is ringing
•Ringing - there is an incoming call
•Voice mail - the call is in voice mail
Error Messages
The following errors may be displayed as login or connectivity errors.
Error Message Description Solution
AltiWare connection limit
has been exceeded. No AltiSupervisor was found OR more than
allowed number of
AltiSupervisor users
have attempted to log on.
Maintain the number of AltiSuper-
visor license keys or add addi-
tional session licensing.
Cannot connect to AltiLink.
Please check server name
or network connection.
You are not connected to
AltiWare. Check the server field (IP address or DNS name) by:
1. Pinging the network server
address OR
2. Try using the IP address of Alti-
Ware (if using the DNS name in
the server field).
Please register AlpInter-
face.dll (regsver32
AlpInterface.dll).
AltiSupervisor uses this
dll to communicate with
AltiWare. It should be
registered in user system.
Re-register this file. Type in DOS
command window, regsver32
AlpInterface.dll
Change directory to AltiSupervisor
directory, type regsver32
AlpInterface.dll
You have entered an invalid
password. Please try again. The password and con- firmation box entries do
not match.
Make sure you are entering the
password correctly in both boxes.
This version is not compati-
ble with the version of Alti-
Ware that is running. This
can lead to inconsistent or
no functionality. Please
install the correct version
before proceeding.
The installed version of
AltiSupervisor is out-
dated from AltiWare
release.
Upgrade AltiSupervisor to version
5.0 (install matching version of
AltiSupervisor).

AltiSupervisor Manual 9
Using AltiSupervisort
C HAPTER 3
Using AltiSupervisor
Logging in to AltiSupervisor allows you to view workgroup and agent
performance statistics and a history of calls. You can print this statistical
data or export it to a CSV (Comma Separated Value) file.
Further, you can view call data for calls in queue. You can listen to and, if
your system is set up for it, barge in to agent phone calls.
You can also use AltiSupervisor when logging in with the IP Extension
Integrated with... option.
Logging In
Figure 1. Workgroup Supervisor login

10 AltiSupervisor Manual
After initial login as a Supervisor (described in “Logging In” on page 5),
you are asked to specify which workgroups you want to monitor.
Figure 2. Password window for workgroup supervisor login
Select the workgroups using the drop-down lists, and type the password for
each workgroup pilot extension. If you want the software to remember the
passwords, select the Saveworkgroup passwordcheck box.When you’re
ready, click Login.
AltiSupervisor supports logging in on up to eight workgroups
simultaneously.

AltiSupervisor Manual 11
Using AltiSupervisor
Viewing Group Statistics
Figure 3. Group Statistics window
The Group Statistics window displays—for each workgroup—real time
workgroup activity and performance, workgroup performance since
midnight, and a summary of agent data. The statistics displayed are for
workgroup calls only.
These statistics are reset every night at midnight.
Most of the statistics are self-explanatory, but you may wish to note the
following:
•Wrapup—whether or not to allow wrapup time, and the duration that
can be used to wrap up after hanging up a workgroup call, are
determined in the AltiWare/AltiContact Manager Administrator. The
statistic shows the number of agents that are currently in the wait state.
The Agent Statistics window displays the average wrapup time per
agent.
•Service level—the percentage of queued calls within the service level
threshold.

12 AltiSupervisor Manual
•Average wait time for answered calls—the average amount of time
a caller is in queue before being answered.
•Averagewaittimeforabandonedcalls—the average amount of time
calls were in queue before they were abandoned. Abandoned means
that the caller has hung up before the call was answered.
•Calls abandoned—the number of calls abandoned since midnight.
•Averagetalktime—theaverage amountoftimeworkgroupagentsare
actually talking to callers. The average time per agent isshowninthe
Agent Statistics window.
•Busy—the number of agents whose phones are off hook, or the
extensionisintheForward All Calls or Do Not Disturb state.
Switching Workgroup Views
Click the workgroup extension tab at the bottom of the panel to view
statistics for another workgroup.
Exporting or Printing Statistics
Use the Export button and then specify a directory and file name to save
records to a CSV (Comma Separated Values) file, or use the Print button
to print the records.
Important: These statistics are reset every night at midnight. If you do not
exportsor printrecords before the reset, you cannotrecover the
data.

AltiSupervisor Manual 13
Using AltiSupervisor
Viewing Agent Statistics
Figure 4. Agent Statistics window
The Agent Statistics window displays statistics for each agent, including
the number of calls answered, the average talk time (average amount of
time spent on the phone per call), and the average time spent in wrap up.
The table also displays the login and logout times.
Click the workgroup extension tab at the bottom of the panel to view
statistics for agents in another workgroup.

14 AltiSupervisor Manual
Viewing Agent Current Status
Click the Agent Statebutton to view the currentstatus of the agents for the
selected workgroup.
Figure 5. Agent State window
This window displays information about the agent’s logon readiness state
and the agent’s status (either idle or “busy). If the agent is connected to a
caller, call data and Caller ID data aredisplayed, indicating whether the call
is incoming or outgoing, Personal or Workgroup.
Notes
• A Logout Reason of “00” appears in one of two situations:
— Agents in this workgroup are not required to provide a Logout
Reason,
or
— “00” is used to indicate a Logout Reason of “other.”
• The green light will turn red if the extension is: