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CA Supervisor

Communication Assistant Version4. CA Supervisor. 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

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CA Supervisor

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  1. Communication Assistant Version4 CA Supervisor

  2. 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"

  3. 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

  4. Chapter 1 CA Supervisor Overview

  5. CA Supervisor For Call Centres (Contact Centres) We will explain the CA Supervisor. 1-1 CA Supervisor Overview (1) The CA Lineup Consists of the Following 4 Modes. CA Operator Console For General Offices For Agents (Operator) CA Basic Express CA Pro This document explain "Server-less mode (PBX mode)" of CA.

  6. CA Pro Agent Supervisor CA Supervisor 1-1 CA Supervisor Overview (2) Call Centre’s (Contact Centre’s) System Composition Example 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. ICD Group Customer TDE/NCP Incoming Call CA Pro Agents can be managed

  7. 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 2 3 1-1 CA Supervisor Overview (3) Overview of the CA Supervisor's Main Features Main Window 1.Monitor - The "calls waiting" and "waiting times" can be monitored. 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.

  8. 3 2 1 1-2 Main Operations on the Screen The Main Search and Button Operations in the Main Window Main Window 1.Get Latest Report - Click this button to update the Statistic History. 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.

  9. This Chapter is now complete.Go to Next Chapter.

  10. Chapter 2 CA Supervisor Features

  11. Supervisor CA Supervisor Customer On a call CA Pro Login Incoming Call 1 Agent : Group A Incoming Call 2 CA Pro Logout Queuing Setting: 2 2-1 Group Call Monitor Feature (1) Call Centre Composition Example and Incoming Call Response Call Centre (Contact Centre) TDE/NCP

  12. The supervisor can see the current waiting status. 0 00’00 Current Waiting Call Current Longest Waiting Time 00’00 0 Monitoring the Current Situation 01’00 2-1 Group Call Monitor Feature (2) The Waiting Status can be Monitored in Real Time. Main Window Supervisor

  13. 1 1 0 0 1 1 00’00 00’00 00’10 00’10 00’10 00’10 2 01’00 By Waiting Calls Supervisors may select which color to use for alarms. By waiting time 2-1 Group Call Monitor Feature (3) Colours can be Used to Display Alarms on the Monitor Display. For "Waiting Calls" ･Condition: Waiting Calls≧2 ･Display: Red For the "Longest Waiting Time" ･Condition: Waiting Time≧1'00 ･Display: Red

  14. 1.Click the "Utility" button. 2.Click "Option". 3. Click "Current Waiting Call". 4. Determine the threshold (number of waiting calls, wait time) for changing the font colour and background colour. 5.Click "OK". 2-1 Group Call Monitor Feature (4) Group Call Monitor Alarm Display Setting Procedure Main Window 1 2

  15. Customer Supervisor CA Supervisor CA Pro Login Agent : Group A CA Pro Guidance for when operators are not taking calls is played. (The "DISA" feature is used.) Logout 2-2 Login/Logout Control Feature (1) Login -> Logout Control Flow Call Centre (Contact Centre) Lunch Break TDE/NCP

  16. 1 2 3 0 2-2 Login/Logout Control Feature (2) The Supervisor can Confirm the Status of the ICD group in Real Time. ICD Group Member Login/Logout Status Main Window Phone Status 0 00’00 Supervisor

  17. 1.Highlight a login ICD-G member. Agent 1 2 Login Logout 2.Click the "Logout" button. 3.The status of the member changes to "Logout". 2-2 Login/Logout Control Feature (3) The Login/Logout of an Agent in an ICD Group can be Controlled. Login Status Main Window Logout Status Supervisor

  18. The supervisor can assist the agent using the “Call Control Feature”. CA Pro Login Agent : Group A CA Pro An agent is having trouble responding to calls. Logout 2-3 Call Control Feature (1) The Flow of How the Supervisor Supports Agents. Call Centre (Contact Centre) Supervisor CA Supervisor Customer TDE/NCP

  19. 1 2 3 2-3 Call Control Feature (2) Agent Support : "Listen-In", "Busy Override", "Take Over" Main Window 1.The supervisor can monitor calls between customers and agents. 1 2 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.) Supervisor

  20. 1.Highlight an extension (taking a call). 2.Click the "Listen-in" button. 1 2 3. The supervisor can monitor calls. Next 2-3 Call Control Feature (3) Agent Support : "Listen-In", "Busy Override" Main Window Customer Agent On a call Supervisor

  21. 4.Click the "Busy Override" button. 1 2 5. It become three-member conference call. (The Supervisor can talk to the customer and the agent.) 2-3 Call Control Feature (4) Agent Support : "Listen-In", "Busy Override" Main Window Customer Agent On a call Before this click, Listen-in state is necessary to release. Supervisor

  22. Customer Supervisor CA Supervisor CA Pro Login Agent : Group A CA Pro Guidance for when operators are not taking calls is played. (The "DISA" feature is used.) Logout 2-4 Group Call Report Feature (1) The Work Performance of Each Agent Call Centre (Contact Centre) After close of business TDE/NCP Logout

  23. 00’25 287 8 3 1 2 Next 2-4 Group Call Report Feature (2) The Selected ICD-Group Call Report can be Viewed. Main Window Agents performance summary (Group Call Report) 0 00’00 00’25 287 8 3 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. Supervisor

  24. 00’25 287 3 4 2-4 Group Call Report Feature (3) The Selected ICD-Group Call Report can be Viewed. 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. Main Window Agents performance summary (Group Call Report) 0 00’00 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. 00’25 287 8 3 8 3 Supervisor

  25. [Caution 1] The Group Call Report automatically update itself every five seconds. (Can not be set to stop this automatic update) 00’25 287 [Caution 2] The Group Call Report cannot be printed or made into a graph. 2-4 Group Call Report Feature (4) The Selected ICD-Group Call Report can be Viewed. Main Window Agents performance summary (Group Call Report) 0 00’00 00’25 287 8 3 8 3 Supervisor

  26. 1.Click “Utility” 2.Click “Clear Report” 287 0 00’25 00’00 8 0 0 3 00’25 00’00 287 0 0 8 0 3 The report is cleared. 2-4 Group Call Report Feature (5) The Selected ICD-Group Call Report can be Viewed. Main Window 0 00’00 Supervisor

  27. This Chapter is now complete.Go to Next Chapter.

  28. Chapter 3 Installation

  29. Supervisor Extension Number By setting the supervisor's extension number to multiple groups, the supervisor can manage (monitor, etc.) multiple groups. 3-1 PBX Settings (1) PBX Settings Necessary in Order to Use the CA Supervisor Assign a "CA Supervisor" to the “ICD Group" that the supervisor manages. 3.5.1 Group Settings / Miscellaneous

  30. "Listen-In" and "Busy Override" can be used. Call Monitor Executive Busy Override To use Listen-In : Disable -> Enable To use Busy Override : Disable -> Enable *For information on the installation procedure, refer to chapter 3 of the CA Pro & Basic Express document. User PC Setting etc. 3-1 PBX Settings (2) PBX Settings Necessary in Order to Use the CA Supervisor 2.7.1 COS Settings / Executive Tab

  31. Thank you !The END

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