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
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
1-1 CA Supervisor Overview (1)
The CA Lineup Consists of the Following 4 Modes.
For General Offices
CA Basic
Express
CA Pro
This document explain "Server-less mode
(PBX mode)" of CA.
For Agents
(Operator)
CA Operator
Console
For Call Centres
(Contact Centres)
CA Supervisor
We will explain
the 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.
Customer
TDE/NCP
Incoming Call
ICD Group
CA Pro
CA Pro
Agent
Agents can be managed
Supervisor
CA Supervisor
1-1 CA Supervisor Overview (3)
Overview of the CA Supervisor's Main Features
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.
Main Window
1.Monitor
1
- The "calls waiting" and "waiting times"
can be monitored.
2.Agent Status
2
- 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
3
- History such as "calls answered" and
"calls lost" can be viewed.
1-2 Main Operations on the Screen
The Main Search and Button Operations in the Main Window
Main Window
1.Get Latest Report
3
2
- Click this button to update
the Statistic History.
2.Select ICD Group
1
- You can select the "ICD Group" that
you want to monitor.
3.Switching to small screen
- Click this button to switch to half screen.
This Chapter is now complete.
Go to Next Chapter.
Chapter 2
CA Supervisor Features
2-1 Group Call Monitor Feature (1)
Call Centre Composition Example and Incoming Call Response
Call Centre (Contact Centre)
Supervisor
CA
Supervisor
Customer
TDE/NCP
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 (2)
The Waiting Status can be Monitored in Real Time.
Main Window
The supervisor can see the current waiting status.
0
00’00
Current
Waiting Call
0
Current Longest
Waiting Time
00’00
Monitoring the Current Situation
Supervisor
01’00
2-1 Group Call Monitor Feature (3)
Colours can be Used to Display Alarms on the Monitor Display.
For "Waiting Calls"
For the "Longest Waiting Time"
･Condition: Waiting Calls≧2
･Display: Red
･Condition: Waiting Time≧1'00
･Display: Red
0
00’00
0
00’00
1
00’10
1
00’10
1
2
00’10
1
01’00
00’10
By Waiting Calls
Supervisors may select
which color to use for alarms.
By waiting time
2-1 Group Call Monitor Feature (4)
Group Call Monitor Alarm Display Setting Procedure
Main Window
1.Click the "Utility" button.
2.Click "Option".
1
2
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".
2-2 Login/Logout Control Feature (1)
Login -> Logout Control Flow
Call Centre (Contact Centre)
Customer
Lunch Break
Supervisor
CA
Supervisor
TDE/NCP
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 (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
1
2
0
3
Supervisor
2-2 Login/Logout Control Feature (3)
The Login/Logout of an Agent in an ICD Group can be Controlled.
Main Window
1
2
Login Status
1.Highlight a login ICD-G member.
Agent
Logout Status
Login
Logout
Supervisor
2.Click the "Logout" button.
3.The status of the member changes to "Logout".
2-3 Call Control Feature (1)
The Flow of How the Supervisor Supports Agents.
Call Centre (Contact Centre)
The supervisor can assist the agent
using the “Call Control Feature”.
Supervisor
CA
Supervisor
Customer
TDE/NCP
CA Pro
Login
Agent
:
Group A
CA Pro
An agent is having trouble
responding to calls.
Logout
2-3 Call Control Feature (2)
Agent Support : "Listen-In", "Busy Override", "Take Over"
Main Window
1
1
2
1.The supervisor can monitor
calls between customers
and agents.
2
2.The supervisor can interrupt
calls between customers
and agents.
(to three-member conference call)
3
3.The supervisor can take over
the agent's call and talk
directly to the customer.
Supervisor
(Supervisor will talk with the
customer.)
2-3 Call Control Feature (3)
Agent Support : "Listen-In", "Busy Override"
Main Window
1.Highlight an extension
(taking a call).
1
2.Click the "Listen-in" button.
2
Customer
Agent
On a call
Supervisor
3. The supervisor can
monitor calls.
Next
2-3 Call Control Feature (4)
Agent Support : "Listen-In", "Busy Override"
Main Window
1
4.Click the "Busy Override" button.
2
Customer
Agent
On a call
Supervisor
5. It become three-member conference call.
(The Supervisor can talk to the customer and the agent.)
Before this click, Listen-in state
is necessary to release.
2-4 Group Call Report Feature (1)
The Work Performance of Each Agent
Call Centre (Contact Centre)
Customer
After close of
business
Supervisor
CA
Supervisor
TDE/NCP
CA Pro
Logout
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 (2)
The Selected ICD-Group Call Report can be Viewed.
Main Window
Agents performance summary
(Group Call
Report)
00’00
0
287
00’25
8
3
287
00’25
8
3
1
2
1.The number of all the incoming calls
2.The average time a call
Supervisor
->If this time is long it means that the call response
was slow.
Next
2-4 Group Call Report Feature (3)
The Selected ICD-Group Call Report can be Viewed.
3.The number of overflow calls
Main Window
->For example, calls that could not be answered
by one group, but were answered by another
group, correspond to this.
Agents performance summary
(Group Call
Report)
00’00
0
4.The number of calls that could not be
answered．
287
00’25
8
3
->If this value is high it indicates that there are
possibly not enough agents to receive calls.
287
00’25
8
3
3
Supervisor
4
2-4 Group Call Report Feature (4)
The Selected ICD-Group Call Report can be Viewed.
Main Window
Agents performance summary
(Group Call
Report)
00’00
0
287
00’25
8
3
[Caution 1]
The Group Call Report automatically update itself every
five seconds. (Can not be set to stop this automatic update)
287
00’25
8
3
Supervisor
[Caution 2]
The Group Call Report cannot be printed or made into a graph.
2-4 Group Call Report Feature (5)
The Selected ICD-Group Call Report can be Viewed.
Main Window
1.Click “Utility”
0
00’00
2.Click “Clear Report”
287
0
00’25
00’00
8
0
3
0
287
0
00’00
00’25
0
8
0
3
Supervisor
The report is cleared.
This Chapter is now complete.
Go to Next Chapter.
Chapter 3
Installation
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
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 (2)
PBX Settings Necessary in Order to Use the CA Supervisor
"Listen-In" and "Busy Override" can be used.
2.7.1 COS Settings / Executive Tab
Call Monitor
To use Listen-In :
Disable -> Enable
Executive Busy Override
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.
Thank you !
The END