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: [phone]
Fax: [phone]
E-mail: [e-mail]
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.
Copyright © AltiGen Communications, Inc. 2006. All rights reserved.
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
C HAPTER 1
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
C HAPTER 2
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.

AltiSupervisor Manual 5
Installation
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 5.0A software.

6AltiSupervisor Manual

AltiSupervisor Manual 7
Getting Started
C HAPTER 3
Getting Started
Start AltiSupervisor from the MicrosoftWindowsStartmenu,by choosing
Start > All Programs > AltiClient > AltiSupervisor
Note: For users running Windows XP SP2, a firewall protection Security
Alert may pop up when opening the login window. If this happens,
click Yes to allow AltiSupervisor to run.
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
internet service provider. If you’re using a low-speed connection, the login
may take some time, since a large amount of data is transferred to your
desktop.
Logging In
1. If this is the first login to this AltiWare ACC/ACM system, enter the
system server’s IP address or name of the system server you will be
using. To obtain the server name or IP address, ask your IT
administrator.
(Subsequently, when you log in, you’ll see the IP address in the Server
Name field.)
2. Enter your Extension number and the Password assigned to your
phone.

8AltiSupervisor Manual
If you want to store your login password and have it entered
automatically the next time you log in to AltiSupervisor, check the
Always save password check box.
Note: Up to 8 login attempts are allowed, after which login will be
disabled from 1 to 24 hours (depending on the duration set by
your system administrator).
3. Click OK.
4. In the dialog box that appears next, select the workgroup(s) you want
to monitor, and enter a password for each workgroup.
5. Check the Save workgroup password check box, if you want to store
the passwords so you don’t have to type them the next time you log in.
You can log in to eight workgroups at a time.
6. Click Login.

AltiSupervisor Manual 9
Getting Started
Version Mismatch Dialog Box
If your version of AltiSupervisor doesn’t match the version of AltiWare on
the system server, you are prompted for upgrade permission when you try
to log in. If you allow upgrade at this time, the AltiSupervisor startup is
terminatedandasoftwareupgradesessionisstarted.RestartAltiSupervisor
to run the newer version. (See “Automatic Upgrade” on page 4 for more
details.)
Reconnecting to AltiSupervisor
When a connection with the phone server is broken, a message box pops up
asking if you want to connect again. Clicking Yes will restore the
connection without you having to go through the log-in process again.
Exiting and Minimizing AltiSupervisor
To exit AltiSupervisor, click the X in the top right corner
of the screen. To minimize AltiSupervisor, click the
Minimizesymbol (the dash). AltiSupervisor shrinks to a
phone handset icon in the tray in the lower right corner of your screen.
To exit AltiSupervisor when it is minimized, right-click the phone handset
icon and select Exit.
Using the Windows Tray Phone Handset Icon
After you log in, the AltiSupervisor icon (a phone handset) is displayed on
the Windows tray, normally at the bottom right of your screen

10 AltiSupervisor Manual
.
If the AltiSupervisor interface is not displayed on your Windows desktop,
but this icon appears in the Windows tray, double-click it to open the
AltiSupervisor main window, or right-click it to pop up a menu, and then
select the AltiSupervisor window you want to open.
Resizing the Display
You can resize the AltiSupervisor window by using the standard Windows
method: place the cursor at a window edge or corner, then drag the window
to the size you want.
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.
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 AltiSu-
pervisor users have
attempted to log on.
Administrator must maintain the
number of AltiSupervisor license
keys or add additional session
licensing.
Cannotconnectto 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).
AltiSupervisoruses thisdll
to communicate with Alti-
Ware. It should be regis-
tered in the user’s system.
Re-register this file. Type in DOS
command window, regsver32
AlpInterface.dll
Changedirectory toAltiSupervisor
directory, type regsver32
AlpInterface.dll

AltiSupervisor Manual 11
Getting Started
You have entered an invalid
password. Please try again. The password is incorrect. Enter your extension password.
The version of AltiSupervi-
sor on your desktop is out
of date.
The installed version of
AltiSupervisor does not
match the version of Alti-
Ware on the system server.
Upgrade AltiSupervisor to match
the current running version of Alti-
Ware.
Error Message Description Solution

12 AltiSupervisor Manual

AltiSupervisor Manual 13
Using AltiSupervisort
C HAPTER 4
Using AltiSupervisor
Using AltiSupervisor, you can do the following:
• 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.
• View call data for calls in a queue.
• Listen to an agent’s phone call.
• Barge in on an agent’s phone call
• Coach an agent without the caller hearing you.
• Supervise more than one workgroup at a time
Supervising More than One Workgroup
A tab for each workgroup you’re supervising appears at the bottom of
AltiSupervisor:
Click a tab to view the information on that
group. The group name appears at the top of
the AltiSupervisor screen.

14 AltiSupervisor Manual
Viewing Group Statistics
The Group Statistics tab 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 want to note the
following:
•Busy—the number of agents whose phones are off hook, or the
extension is in the Forward All Calls or Do Not Disturb state.
•Wrap-up—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 Administrator. The statistics show the
number of agents that are currently in the wait state. The Agent
Statistics tab displays the total and average wrap-up time per agent.
•Calls abandoned—the number of calls abandoned since midnight,
including abandoned in queue, in ring, in voice mail, or in application.