Howto:IQM Agent Speed-dial keys

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Some customer wants speed-dial keys, typically to call external destination with one click.

Even myPBX offer this possibility using favourites, but implementing automatic scroll bars and with a limitation in numbers of favourites.

These customers want basically speed-dial keys always visible at a glance for immediate usage and a very simple handling. The iQM Agent view offer this type of interface, if this is interesting for you keep on reading, here are the details.

Applies To

This information applies to

iQM Build 80086 or higher.

Number of speed-dial keys and layout

The maximum number of keys depends only of the used display because there are no scrollbars if keys won’t fit on screen. On a display with 1920 x 1080 pixels for example will fit about 400 speed-dial keys. So the dimension of the panel will grow in function of the number of keys.

In the setup can be defined how many keys should be placed in one vertical line. That, and the number of keys, will define the layout.

If for example there are configured 10 speed-dial keys and the setup parameter “key/line” is at “1” a vertical bar is the result; see the following example, the keys are located nearby the myPBX.


SDkey1.png

If the parameter “key/line” is set to “10” (or more) a vertical bar is the result, see the following picture where the key bar is located on top of the agent view:

SDkey2.png

If the value “key/line” is set to “2” a two columns lines layout is the result, see following example:

SDkey3.png

while “5” will cause a two line horizontal bar.

The system observes the height and width of the screen. If for example there are more keys than matching in height more columns appear automatically. Example: on the display match 20 keys in height, there are 50 speed-dial keys and the setup “key/line” is on “1”: the keys cannot be in one single vertical columns because the screen is too small. Therefore automatically there are displayed 20 keys per column in 3 columns.

The same mechanism works also in horizontal. Example: in a line of the screen 30 keys are possible, there are 50 keys and in the setup “key/line” is “50”: the keys will cover the entire width of the screen in 2 lines.

Please note that the window dimension takes care of docked windows (like the myPBX) and those fixed forms will not be covered; the systems check the real available screen dimensions.

Operating

The Key panel can be switched on and off with a key on the agent view main panel (see second picture, the key under the abandoned counter). This mode must be enabled first in the setup. In the setup of the agent can also be defined if the speed-dial keys should be always in foreground and cover always other windows or not.

If the user klicks on the speed-dial key, the number stored on that key will be dial out on the agent phone. If the agent is busy and the key is pressed the active conversation is put on hold and the dial-out is done.

If the user moves the mouse over a key a tooltip is displayed and shows long name and number (see first picture).

Groups

Keys can be assigned to group, a green and a blue one. On the key windows the groups can be switched on and off. If a key is part of a group the group borderline colour will be displayed. In the first picture the green group is switched on, observe the glimmer under the “1” group key: all keys assigned on the green group shows the green border. In the second picture the blue group is on and in the third one both. Of cause both can be also switched off and no border colour is displayed.

So the groups are just colour indicators, nothing more. This feature is for example used to mark shifts, or special destinations. For example all service personal can be assigned in a group. If the agent wants see at a glance the service personal is he just switch on the relative group.

Public and user keys

The speed-dial keys are Agent specific, so each Agent can have different keys. There are also “common” keys called “public” shared with all Agent. In some scenarios each Agent should have his personal speed-dial keys; in others all agents should have the same keys. A mix is possible, there could be some “public” keys shared with all other Agents and on top individual personal keys. The type of key can be recognized with the background colour; a light grey means private key, a darker grey background colour indicates that this is a public key. Observe the last picture; in the right column you will see the first two keys private and the following 3 public.

A user can define if he want display first the public or his private keys.

Groups can be defined on public and user keys.

Changing of public keys can be allowed in the setup of an agent.

Auto change

As stated the speed-dial keys are assigned to the Agent. Therefore each Agent will find his “own” layout if logging in. If the feature “hot desking” is on and a new user is activated on the phone, the iQM agent will following automatically and even the speed-dial keys will switch automatically.

Setup

The setup is quite simple, the user clicks to the setup icon on the speed-dial form and open the speed dial key setup:

SDkey4.png

The Long Name is the one shown with the number in the tooltips while the Label is the label of the Key. The length of the label text depends on character used but is anyway less to 20 characters. The Label Text on a key is converted automatically to uppercase characters. During setup the inputs are shown on a dummy key to evaluate the real later layout of the key.

To save a key a Label and a number must be configured and the “+” key pressed. If no Long Name is defined the application takes automatically the label as long name. In the drop down box the keys already configured can be selected, the list shows the long name. A selected key from the list can be deleted pressing the “x” button or modified and overwritten with the new inputs pressing the “+” button. If a new Lang name is inserted a new key is created.

With the “public first” flag can be defined if first are displayed the public and then the private keys or vice versa.

The Key/line , Group and Public flags are described in the previous sections.

Even the setup options in the Agent Setup are described there.

SDkey5.png

Some attention and know how must be dedicated on the private and public issue and in general where and how this information are stored.

Public, Privat and Files

The setup of the keys of an Agent is stored in a simple text file named “iQMagent_SD_xxxx.txt” where xxxx is the name of the agent (the name configured in the “Common Name” field of the Agent setup). The name is cleaned before used as filename and all not allowed characters are replaced with “_”.

In a file with the same name but ending with “…PL.txt” the key/line and Public first parameter is stored.

In a file named “iQMagent_SD_Public.txt” are stored all public keys.

On start up the applications loads both, the public and the private file (the order depends on the setup) in the memory and creates dynamically keys and layout.

Note: In theory just one client in a setup should be have access to write to the public file.

Where those files are stored can be set in the agent setup. Default is the user roaming directory, if other directory is selected the right access must be given to this user.

For a simple fix installation on different workstations a public files can be created, copy in different PC´s and not allow public setup changes. So anyone has the same keys and can on top add personal one.

Known problems

There is no particular looking mechanism implemented, therefor if more user access to the same public file writing in an error occurs. The idea anyway is to have a very static situation while dynamic situation can be solved better and easily using myPBX.


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