Altigen SuperQ Manual de usuario

SuperQTMManualAugust, 2011

6 SuperQ ManualNote: Do not select “default” as the codec type. This would cause remote call failure.SuperQ Service SuperQ Service is an automatic st

SuperQ Manual 7After installation, you can run SuperQ Monitor or SuperQ Manager from Start > Programs > AltiGen SuperQ > SuperQ Monitor or

8 SuperQ ManualApplication Extension Page, MaxAdministratorIf the SuperQ cannot determine how to transfer the call (for example, SuperQ Server is not

SuperQ Manual 9CHAPTER 3 Using AltiGen SuperQ Manager LoginTo log in to SuperQ Manager, go to Start > Programs > AltiGen SuperQ > SuperQ Ma

10 SuperQ ManualUsing AltiGen SuperQ Manager, the administrator can set up AltiGen SuperQ routing rules, add and delete workgroups, and start and stop

SuperQ Manual 113. Click OK.4. Repeat steps to add additional SuperQs. (Up to 10 SuperQs may be added.)Once added, the SuperQ appears in the SuperQ

12 SuperQ ManualAdding a MAXCS Server to SuperQTo add a MAXCS server to a SuperQ:1. Select a SuperQ from the SuperQ List, then click the Add button at

SuperQ Manual 13Workgroup ConfigurationAn administrator can add multiple workgroups in one server or the workgroups in different servers to a SuperQ

14 SuperQ Manual3. In the Workgroup Business Hours field, select the workgroup’s operating hours. The workgroup’s time zone is the same as the time zo

SuperQ Manual 15Use the Edit or Delete buttons or right-click on the workgroup list pane and select Edit or Delete to modify or delete a Workgroup.I

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

16 SuperQ Manual3. Create SuperQ 300 to control the application extension 300 (instead of 400). 4. Also, set the Application Extension Fail Over Plan

SuperQ Manual 17— Priority - distributes call based on priority assigned to each workgroup; 1 is the highest priority, 9 is the lowest priority.— Ma

18 SuperQ ManualTo set up queue announcements:1. Select a SuperQ from the SuperQ List window to set up queue announcements.2. Enable or disable the op

SuperQ Manual 19To specify a quit queue option:1. Select a server from the server list.2. Click one of the following options:• Enable Quit Queue Opt

20 SuperQ Manual1. Click the CDR Backup button on the SuperQ toolbar.2. In the Active Database Retaining Period field, specify how many months you wan

SuperQ Manual 21CHAPTER 4 Running SuperQ ReportsTo launch SuperQ Report, click the Report button in the SuperQ Manager toolbar. SuperQ provides the

22 SuperQ ManualQuery/Print ReportsTo access a report:1. From the SuperQ Report window, select a category from the tab choices.2. Once the report is

SuperQ Manual 23Call DetailShows the call detail information of SuperQ activity. Figure 1. Call Detail ReportFigure 2. Call Detail Report Resu

24 SuperQ ManualSuperQ Group ActivityShows how many calls enter a SuperQ, how many have been distributed or abandoned, and total/average queue time.

SuperQ Manual 25Distributed Calls ActivityShows the number and percentage of calls distributed to each server/workgroup from SuperQ. Figure 5. D

SuperQ Manual iContentsCHAPTER 1About AltiGen SuperQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1System Requirements . . . . . .

26 SuperQ ManualCall SourceShows information about the call entry point and the result of calls processed by SuperQ. Figure 7. Call Source Repor

SuperQ Manual 27Queue TimeShows queue time by different intervals. Figure 9. Queue Time ReportFigure 10. Queue Time Report Results

28 SuperQ ManualDaily Longest Queue TimeShows longest queue time in every 15 minutes. Figure 11. Longest Queue Time ReportFigure 12. Longest Que

SuperQ Manual 29Cumulative SuperQ ActivityShows accumulated number of call activities in each time period. Figure 13. Cumulative SuperQ Activit

30 SuperQ ManualCumulative Server & Workgroup ActivityShows the number of received calls by each local workgroup in different time periods. Fig

SuperQ Manual 31Call PriorityShows the number of calls by different call priority. Figure 17. Call Priority ReportFigure 18. Call Priority Repo

32 SuperQ ManualCDR FilesCurrently, CDR records only save call information into files located at \program files\Altigen\AGJServices\SuperQ\CDRLogofxx

SuperQ Manual 33Summary TableSuperQ summary information is saved every 15 minutes in the following format:Field Name Field Type MemoSuperQNum intege

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SuperQ Manual 35CHAPTER 5 Using AltiGen SuperQ MonitorA separate tool for monitoring AltiGen SuperQ service status is automatically installed with t

ii SuperQ ManualQuery/Print Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Call Detail . . . . . . . . . . . . .

36 SuperQ ManualThe top section displays the SuperQ Workgroup Queue Status. The second section displays Local Workgroup Status. The third section dis

SuperQ Manual 37• Wrapup—whether or not to allow wrap-up time, and the duration that can be used to wrap up after hanging up a workgroup call, are d

38 SuperQ Manual• Server—name of server, and server IP address• Caller Name—name of caller• Caller ID—ID of caller• Queue Entry Time—the time that th

Index SuperQ Manual 39IndexAaddinga server to SuperQ 12a SuperQ 10a workgroup to a SuperQ 13AltiGen Java Services Manager 6application extensionc

Index SuperQ Manual 40

SuperQ Manual 1CHAPTER 1 About AltiGen SuperQAltiGen SuperQ is a Java-based application designed to queue and distribute calls for call centers with

2 SuperQ Manual• Dedicated Pentium 4, 2 GHz computer • 40 GB available hard drive disk space•1 GB RAM• Java Virtual Machine (Java VM) 1.5 (SuperQ ins

SuperQ Manual 3

4 SuperQ Manual

SuperQ Manual 5CHAPTER 2 Installing SuperQFor SuperQ Server AdministrationNote: During the installation process, Java 2 VM 1.5 is installed on your