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AltiSupervisor™for AltiWare Open Edition (OE) / AltiServ ContactCenter (ACC) Release 5.0and AltiContact Manager (ACM) Release 5.0ManualRevised 05/2004

4 AltiSupervisor ManualAuto UpgradeDuring startup, AltiSupervisor will detect if its version matches with theversion of the OE/ACC or ACM server to be

AltiSupervisor Manual 5Getting StartedCHAPTER2Getting StartedAltiSupervisor is a version of AltiView designed for supervisors ofworkgroup agents. Thro

6 AltiSupervisor ManualFigure 1. Logging in2. Enter your Extension number and Password assigned to your phone.Check the Always save password check box

AltiSupervisor Manual 7Getting StartedIf the AltiSupervisor interface is not on your Windows desktop, but thisicon appears in the Windows tray, you do

8 AltiSupervisor Manual• Proceeding - the outgoing call is in progress• Record - recording an introductory message• Ringback - caller receives this st

AltiSupervisor Manual 9Using AltiSupervisortCHAPTER3Using AltiSupervisorLogging in to AltiSupervisor allows you to view workgroup and agentperformance

10 AltiSupervisor ManualAfter initial login as a Supervisor (described in “Logging In” on page 5),you are asked to specify which workgroups you want t

AltiSupervisor Manual 11Using AltiSupervisorViewing Group StatisticsFigure 3. Group Statistics windowThe Group Statistics window displays—for each wor

12 AltiSupervisor Manual• Average wait time for answered calls—the average amount of timea caller is in queue before being answered.• Average wait tim

AltiSupervisor Manual 13Using AltiSupervisorViewing Agent StatisticsFigure 4. Agent Statistics windowThe Agent Statistics window displays statistics f

WARNING!Toll fraud is committed when individuals unlawfully gain access tocustomer telecommunication systems. This is a criminal offense.Currently, we

14 AltiSupervisor ManualViewing Agent Current StatusClick the Agent State button to view the current status of the agents for theselected workgroup.Fi

AltiSupervisor Manual 15Using AltiSupervisor— off hook—intheForward All Calls (FWD) state—intheDo Not Disturb (DND) state—inWrap-up after a call• For

16 AltiSupervisor ManualListening InWhen you listen in to a call, you cannot be heard.To listen in to a call:1. In the Agent State window, click to se

AltiSupervisor Manual 17Using AltiSupervisorTo record, the supervisor extension must have the Personal CallRecording option enabled in the General pag

18 AltiSupervisor ManualNotes:• Depending on the size and number of recorded calls, this may affectthe system’s resources.• Do not use an account code

AltiSupervisor Manual 19Using AltiSupervisorViewing the QueuesClick the Queue button to view the queue for the selected workgroup.Figure 8. Queue wind

20 AltiSupervisor ManualNote: The “Allow Transfer/Priority Change” setting in the QueueManagement page of ACM Admin must be enabled in order toallow A

IndexAltiSupervisor Manual 21IndexAAA state 7addressAltiGen Communications, Inc. iiagent statistics 13all calls recorded 17AltiGen Communications, Inc

Index22 AltiSupervisor ManualRingback state 8ringing 8Sscreen pop 6session licensing 2status, agent 15system requirements 2Ttransfer call from queue 1

AltiSupervisor Manual iContentsContents...iWarranty...iiiCHAPTER 1Ov

ii AltiSupervisor ManualMonitoring—ListeninginandBargingIn...15RecordingCalls ...16ForcedAgentLogi

AltiSupervisor Manual iiiWarrantyWhat The Warranty CoversAltiGen Communications warrants its hardware products to be free from defects in materialand

iv AltiSupervisor Manual1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGenCommunications, Inc.All materials bein

AltiSupervisor Manual 1InstallationCHAPTER1OverviewAltiSupervisor is an optional software package that runs with the AltiWareOE or AltiContact Manager

2 AltiSupervisor ManualImportant: 4.6 client programs cannot be installed in the same PC running5.0 client programs.Client System RequirementsThe clie

AltiSupervisor Manual 3InstallationYou can verify the licenses when you run AltiAdmin/ACM Admin byselecting About AltiWare…/About ACM Admin... on the