CA Supervisor

Communication Assistant Version4

Introduction

This document explains the CTI applications CA Supervisor, which can be used with TDE and NCP series PBXs, and is composed of the following chapters.　 Chapter 1 CA Supervisor Overview Chapter 2 CA Supervisor Features Chapter 3 Installation

As a result of this course, participants will gain a general understanding of CA Supervisor, as well as learn about the main features and main settings of CA Supervisor. For further information about feature implementation and specifications, refer to the following manual. 　 "Quick Reference Guide"

Table of Contents

Chapter 1 CA Supervisor Overview 1-1 CA Supervisor Overview 1-2 Main Operations on the Screen

Chapter 2 CA Supervisor Features 　 2-1 Group Call Monitor Feature 　　　　　　　 2-2 Login/Logout Control Feature 2-3 Call Control Feature 2-4 Group Call Report Feature

Chapter 3 Installation 3-1 PBX Settings

Chapter 1

CA Supervisor Overview

CA BasicExpress

CA Pro

For General Offices

CA Operator Console

For Agents(Operator)

CA Supervisor

For Call Centres(Contact Centres)

We will explain the CA Supervisor.

The CA Lineup Consists of the Following 4 Modes.

1-1 CA Supervisor Overview (1)

This document explain "Server-less mode (PBX mode)" of CA.

TDE/NCPCustomer

Incoming CallCA Pro

CA Pro

Agent

Agents can be managed

Supervisor

CA Supervisor

Supervisors can provide business support and manage operations by using the "CA Supervisor" application.Agents can provide customer support by using the "CA Pro" application.

1-1 CA Supervisor Overview (2)

ICD Group

Call Centre’s (Contact Centre’s) System Composition Example

Main Window

2.Agent Status - Login/logout, absence, calls in progress, incoming calls, and idle can be confirmed. - Features such as call monitoring and take over calls can be performed.

3.Statistic History - History such as "calls answered" and 　　 "calls lost" can be viewed. 　

1.Monitor - The "calls waiting" and "waiting times" 　 can be monitored.

1

2

3

Benefits of Using CA Supervisor　　 Coordination between agents and the supervisor improves call handling.　　 Statistic management features help supervisors to understand the work 　　 situation and improve operations.

1-1 CA Supervisor Overview (3)

Overview of the CA Supervisor's Main Features

2.Select ICD Group - You can select the "ICD Group" that you want to monitor.

3.Switching to small screen - Click this button to switch to half screen.

Main Window

1.Get Latest Report - Click this button to update the Statistic History.

1

2

3

1-2 Main Operations on the Screen

The Main Search and Button Operations in the Main Window

This Chapter is now complete.

Go to Next Chapter.

Chapter 2

CA Supervisor Features

TDE/NCP

CA Supervisor

Supervisor

Call Centre Composition Example and Incoming Call Response

2-1 Group Call Monitor Feature (1)

Call Centre (Contact Centre)

Incoming Call 1

Incoming Call 2

Queuing Setting: 2

Customer

On a callCA Pro

Agent

CA Pro

Group A

Login

Logout

:

01’00

0 00’00

0 00’00

Supervisor

Monitoring the Current Situation

Main Window

Current Waiting Call

Current Longest Waiting Time

The supervisor can see the current waiting status.

2-1 Group Call Monitor Feature (2)

The Waiting Status can be Monitored in Real Time.

0 00’00

1 00’10

For "Waiting Calls" ･ Condition: Waiting Calls 2≧ ･ Display: Red

For the "Longest Waiting Time" ･ Condition: Waiting Time 1'00≧ ･ Display: Red

0 00’00

1 00’10

1 00’102

By Waiting Calls

1 00’1001’00

By waiting time

2-1 Group Call Monitor Feature (3)

Colours can be Used to Display Alarms on the Monitor Display.

Supervisors may selectwhich color to use for

alarms.

Main Window

2.Click "Option".

1 2

4. Determine the threshold (number of waiting calls, wait time) for changing the font colour and background colour.

Group Call Monitor Alarm Display Setting Procedure

1.Click the "Utility" button.

3. Click "Current Waiting Call".

5.Click "OK".

2-1 Group Call Monitor Feature (4)

Login -> Logout Control Flow

2-2 Login/Logout Control Feature (1)

TDE/NCPCA

Supervisor

Supervisor

Call Centre (Contact Centre)

CA Pro

Agent

CA Pro

Group A

Login

Logout

:

Lunch BreakCustomer

Guidance for when operators are not taking calls is played.(The "DISA" feature is used.)

0 00’00

ICD Group Member Login/Logout Status

The Supervisor can Confirm the Status of the ICD group in Real Time.

Supervisor

Main Window

Phone Status

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30

2-2 Login/Logout Control Feature (2)

1 2

Supervisor

Main Window

Agent

Login Logout

Login Status

Logout Status

2.Click the "Logout" button.

2-2 Login/Logout Control Feature (3)

1.Highlight a login ICD-G member.

3.The status of the member changes to "Logout".

The Login/Logout of an Agent in an ICD Group can be Controlled.

2-3 Call Control Feature (1)

The Flow of How the Supervisor Supports Agents.

TDE/NCP

CA Supervisor

Supervisor

Call Centre (Contact Centre)

Customer

CA Pro

Agent

CA Pro

Group A

Login

Logout

:

An agent is having trouble responding to calls.

The supervisor can assist the agentusing the “Call Control Feature”.

Supervisor

Main Window

1 2

1.The supervisor can monitor calls between customers and agents.

2.The supervisor can interrupt calls between customers and agents.　 (to three-member conference call)

3.The supervisor can take over the agent's call and talk directly to the customer.　 (Supervisor will talk with the 　　 customer.)

2

3

1

2-3 Call Control Feature (2)

Agent Support : "Listen-In", "Busy Override", "Take Over"

Supervisor

Main Window

Customer

1 2 2.Click the "Listen-in" button.

Next

Agent

On a call

1.Highlight an extension (taking a call).

2-3 Call Control Feature (3)

Agent Support : "Listen-In", "Busy Override"

3. The supervisor can 　　　　 monitor calls.

Supervisor

1 2 4.Click the "Busy Override" button.

2-3 Call Control Feature (4)

Agent Support : "Listen-In", "Busy Override"

Main Window

5. It become three-member conference call.　　 (The Supervisor can talk to the customer and the agent.)

Agent

On a call

Customer

Before this click, Listen-in stateis necessary to release.

2-4 Group Call Report Feature (1)

The Work Performance of Each Agent

TDE/NCPCA

Supervisor

Supervisor

Call Centre (Contact Centre)

CA Pro

Agent

CA Pro

Group A

Login

Logout

:

After close ofbusiness

Customer

Guidance for when operators are not taking calls is played.(The "DISA" feature is used.)

Logout

0 00’00

Main Window

287

3

287

8 3

00’25

Supervisor

1.The number of all the incoming calls

2.The average time a call ->If this time is long it means that the call response was slow.

Next

1 2

2-4 Group Call Report Feature (2)

The Selected ICD-Group Call Report can be Viewed.

8

Agents performance summary(Group Call Report)

00’25

287 00’25

3.The number of overflow calls ->For example, calls that could not be answered by one group, but were answered by another group, correspond to this.

4.The number of calls that could not be answered ． ->If this value is high it indicates that there are　　　　 possibly not enough agents to receive calls.

8

3

3 4

2-4 Group Call Report Feature (3)

The Selected ICD-Group Call Report can be Viewed.

Supervisor

0 00’00

Main Window

287

38

Agents performance summary(Group Call Report)

00’25

0 00’00

Main Window

287

3

Supervisor

2-4 Group Call Report Feature (4)

The Selected ICD-Group Call Report can be Viewed.

8

Agents performance summary(Group Call Report)

00’25

287 00’25

8 3

[Caution 2] The Group Call Report cannot be printed or made into a graph.

[Caution 1] The Group Call Report automatically update itself

every 　　 five seconds. (Can not be set to stop this automatic update)

0 00’00

Main Window

Supervisor

2-4 Group Call Report Feature (5)

The Selected ICD-Group Call Report can be Viewed.

287

38

00’25

287 00’25

8 3

1.Click “Utility”

2.Click “Clear Report”0

00

00’00

0 00’00

0 0

The report is cleared.

This Chapter is now complete.

Go to Next Chapter.

Chapter 3

Installation

3.5.1 Group Settings / Miscellaneous

Supervisor Extension Number

Assign a "CA Supervisor" to the “ICD Group" that the supervisor manages.

By setting the supervisor's extension number to multiple groups, the supervisor can manage (monitor, etc.) multiple groups.

PBX Settings Necessary in Order to Use the CA Supervisor

3-1 PBX Settings (1)

2.7.1 COS Settings / Executive Tab

Call Monitor

*For information on the installation procedure, refer to chapter 3 of the CA Pro & Basic Express document. 　 User PC Setting etc. 　

"Listen-In" and "Busy Override" can be used.

To use Listen-In :Disable -> Enable

3-1 PBX Settings (2)

PBX Settings Necessary in Order to Use the CA Supervisor

Executive Busy Override

To use Busy Override :Disable -> Enable

Thank you !The END