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
1-2 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. CA Supervisor Overview
Chapter 1
CA Supervisor Overview
Chapter1　CA Supervisor overview

5. 1-1 CA Supervisor Overview (1)
The CA Lineup Consists of the Following 4 Modes.
For General Offices
For Agents
(Operator)
CA Operator
Console
CA Supervisor
For Call Centres
(Contact Centres)
We will explain
the CA Supervisor.
CA Basic
Express
CA Pro
1-1 CA Supervisor Overview
We will explain the "CA Supervisor" from the CA Client lineup.
[AN1] This application is suited for supervisors to use in Call Centres.
This document explain "Server-less mode
(PBX mode)" of CA.

6. 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
CA Pro
Agent
Incoming Call
CA Pro
Agents can be managed
Supervisor
CA Supervisor
Call centre‘s system composition example is explained.
[AN1] 1.Supervisors can provide business support and manage operations by using the "CA Supervisor" application.
[AN2] 2.Agents can provide customer support by using the “CA Pro” application.

7. 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
- The "calls waiting" and "waiting times"
　 can be monitored. 1 2
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
The benefits of using CA Supervisor and an overview of its main features are explained.
First the benefits of using the CA Supervisor.
　1.Efficient coordination between agents and the supervisor improves call handling.
　2.Statistic management features help supervisors to understand the work situation of agents and improve operations.
Next is an overview of the main features.
[AN1] 1.The Monitor. The "calls waiting" and "waiting times" can be monitored.
[AN2] 2.The Agent Status. Login/logout, absence, calls in progress, incoming 　
　　　　calls, and idle can be confirmed, and features such as call monitoring
　　　　and take over calls can be performed. 　
[AN3] 3.The Statistic History.
　　　　History such as "calls answered" and "calls lost" can be viewed.
3.Statistic History
- History such as "calls answered" and
　　"calls lost" can be viewed. 　

8. 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 3
2.Select ICD Group
- You can select the "ICD Group" that
you want to monitor. 1
3.Switching to small screen
- Click this button to switch to half screen.
1-2 Main Operations on the Screen
Here we explain the main search and button operations in the Main Window.
There are 3 main areas.
[AN1] 1.The "Get Latest Report" button. Click this button to update the Statistic History.
[AN2] 2."Select ICD Group". You can select the "ICD Group" that you want to monitor.
[AN3] 3. Click this button to switch to half screen.

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

10. CA Supervisor Features
Chapter 2
CA Supervisor Features
Chapter2　CA Supervisor Features

11. Call Centre (Contact Centre)
2-1 Group Call Monitor Feature (1)
Call Centre Composition Example and Incoming Call Response
Call Centre (Contact Centre) CA
Supervisor
Incoming Call 1
Incoming Call 2
Queuing Setting: 2
Customer
On a call
TDE/NCP
CA Pro
Agent
Group A
Login
Logout :
2-1 Group Call Monitor Feature
Various features in chapter 2 will be explained by using the composition of the call centre shown in this diagram.
(AN1)There are 3 agents assigned to Group A and (AN2)there is 1 group supervisor.
The supervisor uses the “CA Supervisor” application. Agents use the “CA Pro” application.
Agents can be sorted into groups by using ICD groups.
[AN3] In the current situation, an agent is handling 1 of the 3 incoming calls.
Because there is only 1 agent logged in, the calls not been handled become “calls waiting”.
This situation will be used as the premise for explaining the "Group Call Monitor Feature" in the following pages.

12. Monitoring the Current Situation
2-1 Group Call Monitor Feature (2)
The Waiting Status can be Monitored in Real Time.
Main Window
Current
Waiting Call
Current Longest
Waiting Time
The supervisor can see the current waiting status.
00’00
00’00
Monitoring the Current Situation
The "Group Call Monitor Feature" can monitor the number of calls that are waiting and the time that they are waiting
in real time.
[AN1] The number of calls waiting is displayed in "Current Waiting Call", and time that calls are waiting is displayed
in "Current Longest Waiting Time".
[AN2] Currently there are 2 calls waiting. The longest waiting call time of the waiting calls is 1 minute.
Accordingly, the supervisor's PC screen will display the following.
"Current Waiting Call"="2", "Current Longest Waiting Time"="01’00".
01’00
Supervisor

13. 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
00’00
00’00 1
00’10 1
00’10
According to the settings, colours can be used to display alarms on the monitor display.
By displaying an alarm, Supervisor can know when it is necessary to hurry to respond to calls.
First is "Waiting Calls". [AN1] In this example, because there are 2 waiting calls, the display becomes red.
Next is "Longest Waiting Time". [AN2] In this example, because the longest waiting time is 1 minute, the display becomes red.
Accordingly, the current monitor situation of both items is the red alarm status. 1
00’10 2
By Waiting Calls 1
00’10
01’00
By waiting time
Supervisors may select
which color to use for alarms.

14. 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.
Here the alarm setting's configuration procedure in the "Group Call Monitor " is explained.
An example of setting the "Current Waiting Call" is shown.
(AN1)Perform steps 1 through 5 in order.
If you want to confirm the "Current Longest Waiting Time", select "Longest Waiting Time" in step 3.
5.Click "OK".

15. Call Centre (Contact Centre)
2-2 Login/Logout Control Feature (1)
Login -> Logout Control Flow
Call Centre (Contact Centre)
Customer
Guidance for when operators are not taking calls is played.
(The "DISA" feature is used.) CA
Supervisor
Lunch Break
TDE/NCP
CA Pro
Agent
Group A
Login
Logout :
2-2 Login/Logout Control Feature
The “Login/Logout Control Feature” is a feature that the supervisor uses to control the login/logout status of agents.
This explanation is based on the composition example.
[AN1] Currently the call centre is on a lunch break.
[AN2] Customer inquiries are responded to by the guidance for when agents are not taking calls.
Although one of the agents forgot to logout before taking a break, his/her phone will not receive phone calls.
This situation will be used as the premise for explaining the "Login/Logout Control Feature" in the following pages.

16. 2-2 Login/Logout Control Feature (2)
The Supervisor can Confirm the Status of the ICD group in Real Time.
Main Window
ICD Group Member Login/Logout Status
Phone Status
00’00 2 1 3
Using the "Current Member Status", the supervisor can confirm the status of the selected ICD group in real time.
[AN1] In the current member status, there is 1 agent with a status of “Log-in”, and 2 agents with a status of “Log-out”.
Because during lunch breaks the telephone operation is set so that the agents all set their status to "Log-out",
[AN2] the supervisor can change the login status of the agents to “Log-out” by using the “Login/Logout Control Feature”.
Changes are reflected on the monitor in real time. This procedure is explained in the following pages.
Supervisor

17. 2-2 Login/Logout Control Feature (3)
The Login/Logout of an Agent in an ICD Group can be Controlled.
Login Status
1.Highlight a login ICD-G member.
Main Window 1 2
Agent
3.The status of the member changes to "Logout".
Logout Status
Login
Logout
2.Click the "Logout" button.
Here the procedure for how the supervisor controls the agent‘s login/logout status is explained.
[AN1] Perform steps 1 through 3 in order.
Supervisor

18. Call Centre (Contact Centre)
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
Customer CA
Supervisor
TDE/NCP
CA Pro
Agent
Group A
Login
Logout :
An agent is having trouble
responding to calls.
2-3 Call Control Feature
The "Call Control Feature" is a feature used by the supervisor to support the agents.
This explanation is based on the composition example.
[AN1] Currently, one of the agents is having trouble responding to calls.
[AN2] The supervisor can observe the situation and use the “Call Control Feature” to assist call handling for agents.
This situation will be used as the premise for explaining the "Call Control Feature" in the following pages.

19. 2-3 Call Control Feature (2)
Agent Support : "Listen-In", "Busy Override", "Take Over"
Main Window 1 2
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
3.The supervisor can take over
the agent's call and talk
directly to the customer.
　 (Supervisor will talk with the 　
　 customer.)
Here we explain how a supervisor supports agents.
There are 3 main features.
[AN1] 1.The "Listen-In" feature.
The supervisor can use this feature to monitor calls between customers and agents.
[AN2] 2.The "Busy Override"feature.
The supervisor can use this feature to interrupt calls between customers and agents.
[AN3] 3.The "Take Over" feature.
The supervisor can use this feature to stop the agent‘s call and talk directly to the customer.
Supervisor

20. 2-3 Call Control Feature (3)
Agent Support : "Listen-In", "Busy Override"
Main Window
1.Highlight an extension
(taking a call). 1 2
2.Click the "Listen-in" button.
Customer
Agent
[AN0]
Here we explain Listen-in and Busy override.
The order is 1 through 5.
Here, step1 through 3 are explained.
On a call
3. The supervisor can 　　
　　monitor calls.
Supervisor
Next

21. 2-3 Call Control Feature (4)
Agent Support : "Listen-In", "Busy Override"
Main Window 1 2
4.Click the "Busy Override" button.
Customer
Agent
(AN0) Here, steps 4 and 5 are explained.
On a call
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.
Supervisor

22. Call Centre (Contact Centre)
2-4 Group Call Report Feature (1)
The Work Performance of Each Agent
Call Centre (Contact Centre)
Customer
Guidance for when operators are not taking calls is played.
(The "DISA" feature is used.) CA
Supervisor
After close of
business
TDE/NCP
CA Pro
Agent
Group A
Login
Logout :
Logout
2-4 Group Call Report Feature
The “Group Call Report Feature” is a feature that the supervisor uses to calculate and confirm the work performance of each agent.
[AN1] Currently the call centre is closed for business.
[AN2] Customer inquiries are responded to by the guidance for when agents are not taking calls.
All the agents have finished work with their status set to logout.
After all the agents have finished work, the supervisor can calculate the day's call handling data
for all of the agents assigned to Group A from a PC monitor by using the “Group Call Report Feature”.
This situation will be used as the premise for explaining the "Group Call Report Feature" in the following pages.

23. 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
287 8 3
00’25 1 2
287
00’25 8 3
1.The number of all the incoming calls
4 history statistics can be calculated with the "Group Call Report Feature".
[AN1] 1."Total Incoming Call". The number of all the incoming calls is displayed here (regardless of whether the call was answered or not).
[AN2] 2."Average Waiting Time". The average time a call was waiting is displayed here. If this time is long it means that
the call response was slow.
2.The average time a call
->If this time is long it means that the call response
was slow.
Supervisor
Next

24. 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)
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.
287
00’25 8 3
287
00’25 3
[AN1] 3."Overflow Call". The number of calls that were destined for your group, but could not be answered,
and were handled by another group is displayed here.
[AN2] 4."Lost Call". The number of calls that could not be answered is displayed here.
If this value is high it indicates that there are possibly not enough agents to receive calls. 4 8 3
Supervisor

25. 2-4 Group Call Report Feature (4)
The Selected ICD-Group Call Report can be Viewed.
Main Window
Agents performance summary
(Group Call Report)
[Caution 1]
The Group Call Report automatically update itself every
　　 five seconds. (Can not be set to stop this automatic update)
00’00
287
00’25 8 3
287
00’25
Here, 2 cautions are explained.
(AN1) 1. The Group Call Report automatically update itself every five seconds.
　　　　This specification is provided from version 3 of CA.
(AN2) 2. The Group Call Report cannot be printed or made into a graph.
Please take note of this. 8 3
Supervisor
[Caution 2]
The Group Call Report cannot be printed or made into a graph.

26. 2-4 Group Call Report Feature (5)
The Selected ICD-Group Call Report can be Viewed.
Main Window
1.Click “Utility”
00’00
2.Click “Clear Report”
00’00
287 3 8
00’25
287
00’25 8 3
Also, the Group Call Report is not automatically cleared.
Therefore, the supervisor should manually clear the report after calculating and saving the day’s call handling data.
(AN1)The operations are explained here.
The report is cleared.
Supervisor

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

28. Chapter 3
Installation
Chapter3 Installation

29. 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
3-1 PBX Settings
The PBX settings necessary in order to use the CA Supervisor are explained here.
Assign a "CA Supervisor" to the “ICD Group" that the supervisor manages.
The supervisor is able to perform monitoring of “Agent Groups” by linking to them.
[AN1] The actual settings are performed by setting the extension number that the supervisor uses to
the [Supervisor Extension Number] of the [3.5.1 Group Settings /Miscellaneous] programme.
[AN2] By setting the supervisor's extension number to multiple groups, the supervisor can manage (monitor, etc.) multiple groups.
By setting the supervisor's extension number to multiple groups,
the supervisor can manage (monitor, etc.) multiple groups.

30. 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
Executive Busy Override
To use Listen-In :
Disable -> Enable
To use Busy Override :
Disable -> Enable
Have the supervisor use the "Listen-In" and "Busy Override" features of the "Call Control Feature" when supporting the agents.
[AN1] The actual settings are performed by setting the "Call Monitor" and "Executive Busy Override" column in
the [2.7.1 COS Settings / Executive tab] .
In order to use these features, set “Enable”.
The setting must be performed for the supervisor's extension number.
[AN2] For information on settings such as the "User PC Setting" in the installation procedure, refer to chapter 3
of the CA Pro & Basic Express document.
*For information on the installation procedure, refer to chapter 3
of the CA Pro & Basic Express document.　
User PC Setting etc.　

31. Thank you ! The END
Thank you for your participation. This portion of the course is now complete.