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: [phone]
E-mail: [e-mail]
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.

AltiGen SuperQ Manual 7
After installation, you can run SuperQ Monitor or SuperQ Manager from
Start > Programs > AltiGen SuperQ > SuperQ Monitor or SuperQ
Manager.
Application Extension Configuration
A SuperQ pilot number is assigned by creating an application extension on
the MAXCS system. The application extension number is used to route the
calls to SuperQ from IVR/AA, Trunk In Call Routing, DNIS Routing, and
so on.
Before configuring AltiGen SuperQ, the administrator needs to add an
application extension to each AltiGen system that will be part of the super
queue. AltiGen SuperQ will log in to the application extension in each
AltiGen system to create a data link to process call events. All calls to this
application extension will be under AltiGen SuperQ control, which will
assign the call to a queue or transfer the call to an available workgroup
agent.
The application extension number in each system must be the same as the
SuperQ number. The administrator must make sure the application
extension number and password in all AltiGen systems are the same, in
order to ensure that the application extensions act for a particular SuperQ
logon as one SuperQ.

8AltiGen SuperQ Manual
Application Extension Page, MaxAdministrator
If the SuperQ cannot determine how to transfer the call (for example,
SuperQ Server is not running or the data link to the SuperQ Server is
down), the SuperQ will follow the Application Extension Failover Plan
specified in the Application Extension Configuration dialog box.
Important: The password used for the application extension should be
the same as the SuperQ password, so that SuperQ can log
into each application when service is starting up.

AltiGen SuperQ Manual 9
C HAPTER 3
Using AltiGen SuperQ Manager
Login
To log in to SuperQ Manager, go to Start > Programs > AltiGen SuperQ
> SuperQ Manager. In the login window, Server Name field, enter the
SuperQ Service server name or IP address, enter the Password, and click
the Login button. The default password is 22222 to log into SuperQ
Manager.
After login, the SuperQ Manager main configuration window appears:

10 AltiGen SuperQ Manual
Using AltiGen SuperQ Manager, the administrator can set up AltiGen
SuperQ routing rules, add and delete workgroups, and start and stop
AltiGen SuperQ.
Toolbar
The toolbar contains buttons to access SuperQ functions.
Network Configuration
Adding a SuperQ
To add a SuperQ:
1. Click the Add button in the SuperQ list pane, or right-click on the pane
and select Add.
2. In the Add SuperQ dialog box, enter the Name, Application
Extension Number and Password for the SuperQ. Select the Auto
start when service restarted option to have the SuperQ start
automatically the next time the AltiGen SuperQ Service is restarted.
Important: The password used here must be the same application
extension password used for all systems
.
Start and stop
SuperQ
Change the SuperQ
manager password
Set CDR backup log
to every x months
Open SuperQ
Report window
Get
version
info

AltiGen SuperQ Manual 11
3. Click OK.
4. Repeat steps to add additional SuperQs. (Up to 10 SuperQs may be
added.)
Once added, the SuperQ appears in the SuperQ List displayed in the left
pane.
Use the Edit or Delete buttons to modify or delete a selected SuperQ,
or right-click on the SuperQ List pane and select Edit or Delete.

12 AltiGen SuperQ Manual
Adding a MAXCS Server to SuperQ
To add a MAXCS server to a SuperQ:
1. Select a SuperQ from the SuperQ List, then click the Add button at
the bottom of the pane, or right-click on the blank space of the SuperQ
List pane and click Add.
2. In the Add Server dialog box, enter the Server Name, IP Address,
Maximum In-use IP Channels, and use the drop-down box to select
the local Time Zone for this MAXCS server.
Note: Maximum In-use IP Channels is the maximum number of
VoIP trunks that can be used simultaneously in this server (due
to network bandwidth considerations). “In use” includes all
calls, not only the calls distributed by SuperQ.
If not enough VoIP trunks are available, calls will not be
dispatched from SuperQ to that server.
3. Click OK.
4. Repeat steps to add additional MAXCS servers to the SuperQ.
Use the Edit or Delete buttons to modify or delete a server.
Once added, the MAXCS server appears in the server list displayed in the
right pane.

AltiGen SuperQ Manual 13
Workgroup Configuration
An administrator can add multiple workgroups in one server or the
workgroups in different servers to a SuperQ. When the SuperQ receives a
call from an application extension with the same workgroup number,
SuperQ will dispatch the call to a workgroup based on call distribution
rules or queue the call if no agent is available.
Adding a Workgroup to SuperQ
To add a workgroup to a SuperQ:
1. Click the Workgroup tab, select a SuperQ from the SuperQ List
pane, then click the Add button in the Workgroup page.
2. In the Add Workgroup dialog box, use the drop-down arrow to select
the workgroup Server Name, Workgroup Number/Name, and
Priority (for SuperQ call distribution purposes).
Important: If two workgroups have the same priority, the first available
workgroup will get the call.

14 AltiGen SuperQ Manual
3. In the Workgroup Business Hours field, select the workgroup’s
operating hours. The workgroup’s time zone is the same as the time
zone of its own server. It may or may not be the same time zone of
SuperQ Server.
4. You can also click the Workgroup Business Hours Quick Set button
as a quick way to set the Workgroup Business Hours for the
workgroup.
5. Click OK.
6. Repeat steps to add additional workgroups to the SuperQ.
Once added, the Workgroup appears in the Member List displayed in the
Workgroup Configuration pane.

AltiGen SuperQ Manual 15
Use the Edit or Delete buttons or right-click on the workgroup list pane and
select Edit or Delete to modify or delete a Workgroup.
Important Workgroup Configuration Note
When configuring a SuperQ group on a MAXCS system that already has a
well-known workgroup number, the administrator should consider
replacing the old workgroup number with the SuperQ pilot number.
For example, suppose a MAXCS system has 300 as the existing Technical
Support workgroup number and 400 is assigned as the new SuperQ
number. Customers are already familiar with workgroup 300, so when
calling in, they most likely will directly dial 300 to reach the Technical
Support group. In this case, calls directly to 300 will not be handled by
SuperQ 400.
To replace the old workgroup extension with the new SuperQ extension:
1. Delete workgroup 300 and set the same configuration to a new
replacement workgroup, such as 301.
Important: All existing voice mails for the workgroup will be deleted
once the workgroup has been deleted. Please make sure to
transfer or note any important workgroup voice mail before
deleting the workgroup.
2. Create an application extension for 300 (instead of 400).

16 AltiGen SuperQ Manual
3. Create SuperQ 300 to control the application extension 300 (instead of
400).
4. Also, set the Application Extension Fail Over Plan to Workgroup
301.
Call Distribution
After workgroups have been added to the SuperQ, the administrator can
configure call distribution rules for each SuperQ.
When configuring call distribution for a SuperQ, consider workgroup
business hours and time zone first. If all workgroups in the SuperQ are out
of working hours, AltiGen SuperQ will follow the application failover plan
in the system’s application extension configuration.
To apply call distribution settings, select a SuperQ from the SuperQ List
window, then select from the following options:
•Preference - if selected, delivers SuperQ calls to the call entry point’s
local workgroup first, if a local agent is available. This reduces VoIP
trunk usage and saves IP bandwidth.
•Call Distribution Methods: select from one of the following call
distribution options that will apply when multiple remote workgroups
have agents available at the same time: