Reference9:Concept iQM QueueMonitor: Difference between revisions

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The innovaphone PBX-Queue Monitor (iQM) is an application to monitor a Waiting Queue (WQ) and agents in a innovaphone PBX.  
The innovaphone PBX-Queue Monitor (iQM) is an application to monitor a Waiting Queue (WQ) and agents in an innovaphone PBX. Therefore there a iQM installations has a iQM Server application and a iQM Client for the Agents. The client is not mandatory; the server can also work alone while the iQM client requires an iQM server. In the download package both, server and client are in, in the setup can be selected witch application should be installed. In theory on the same PC can be installed even both, the server and the client component: mostly this is done just for demo.
Many real time indicators and counters are combined with statistic counters, threshold alarm and warnings and also the status of the agents are displayed to give an overview of the actives around a waiting queue.
On top wrap-up time (known also as “Post Call Processing Time”) can be set individual for each agent.  
iQM supervise one WQ but many agents on it; anyway it is possible to view also many WQs on the same PC starting more iQM sessions.


==Applies To==
The iQM server shows many real time indicators and counters combined with statistic counters, threshold alarm and warnings. Also the status of the agents is displayed to give an overview of the actives around a waiting queue. iQM supervise just one single WQ but up to 100 agents on it; anyway it is possible to view also many WQs on the same PC starting more iQM sessions. A second WQ can be supervised; this special setup is described after.
iQM is a SOAP application and communicate with the innovaphone PBX. The PBX-Queue Monitor runs on a PC with windows OS. The software has to be licensed and run without license for 20 minutes (evaluation mode), after that period iQM can be started again for a trial period. The license is stored in the innovaphone PBX, each iQM require one license, innovaphone article number 02-00028-004.  
Demo license for the PBX can be created in myinnovaphone and downloaded as usual.
Developed and tested on Version 9 and Win7, should work also with Version 8 and on Windows XP.


A iQM client software (iQMagent) can be installed on each agent workplace. This client will reproduce on the agent workplace the major counters and allows additional features like logging in/out or automatic detection of Agent activity.


<!-- Keywords: iQM, queue monitor, monitor, queue, PBX-Queue, call center, contact center, waiting queue, agent, wrap-up, wrap up, wrapup, innovaphone queue monitor -->
The iQM client can also run in Dashboard mode and display graphic real-time information’s.


==More Information==
In this document are explained just the basic functions. There are more than 100 options possible just in the setup, therefore the entire System becomes quick very complex. How the server and iQM Client works is described more in detail following the link in the section "Related Articles".
===Features===
The following list describes some features; all details are described further on:


An idea of the layout of an agent view in different languages is given in the reference version 9 iQM Agent Help articles.


*About indication with software version
Please note that some pictures shows not the actual iQM version and may be different in some details or layout, but the functionality will be the same.
*Alarm counter for abandoned calls
*Alarm counter for number of calls
*Alarm counter for waiting time
*Counters panel for counters
**of the actual hour
**of the actual day
**of the actual month
**from last reset
**from startup (total)
*Settable character separated value for fields in the log file
*Directory for logging configurable
*Display of last abandoned alarm event (Date, Time, Optical, Acoustical)
*Display of last call alarm event (Date, Time, Optical, Acoustical)
*Display of last waiting alarm event (Date, Time, Optical, Acoustical)
*Agent Real time display of
**agents in the PBX
**number of agent logged to the service
**number of agent ready (free)
**number of agent busy
**number of agent in ring status
**number of agent in wrap-up status
*Restore of window position on the screen after shut down
*General wrap-up time for all agents, switchable
*Indication of the data link to the PBX and name of queue monitored
*Individual wrap-up time for each agent
*Integrated acoustic alarm, switchable
*License stored in the PBX, demo mode for 20 minutes, demo license in myinnovaphone
*Log-file for hourly data, switchable
*Log-file for alarms (time, calls, abandoned)
*Log-file for daily data
*Log-file for system events
*Monitor label configurable
*Manual override of individual wrap-up time
*WQ Real time counter for
**longest waiting time of actual calls in queue
**number of calls in the queue
**number of abandoned calls in queue
**average waiting time
**average calls
**average abandoned calls
**longest (peak) waiting time
**highest (peak) number of calls
**highest (peak) number of abandoned calls
*Saving of data and restore in case of shut down
*Statistic counters for past hour, day and month
*System uptime counter
*Tooltips
*Warning and alarm threshold for abandoned calls
*Warning and alarm threshold for number of calls
*Warning and alarm threshold for waiting time


===Basics===
'''The section „Related Articles” contains a list of all usefully articles regarding the iQM. All other articles are obsolete.
The innovaphone PBX can handle Waiting Queues (WQs). Those WQs are used for many different innovaphone scenarios, but to understand the basic idea let’s see how the “normal” usage works for a contact center works.  
'''
But remember that this manual describes the iQM and not the possibilities of the innovaphone PBX and the WQ in it, there are a lot of articled about that. 
<!-- Keywords: iQM, Queuemonitor, callcenter, client iqmclient, iqmagent, agent, conference, conf viewer, conference view, board monitor, Dashboard, call center monitor, board client, call back request, outbound, CBR -->
In order to understand better the argument some preliminary basic items have to be cleared.


In the figure below you see a new call coming in a WQ of the innovaphone PBX. The WQ distribute all calls to the agents, typically in a round robin mode. iQM supervises the WQ and the agent activities.
==Requirements==


[[image:IQM010.png‎]]
iQM is a SOAP application and communicate with the innovaphone PBX. The PBX-Queue Monitor runs on a PC with windows OS. The software has to be licensed and run without license for 20 minutes (evaluation mode), after that period iQM can be started again for a trial period. The license is stored in the innovaphone PBX, each iQM require one license, innovaphone article number 02-00027-007.


Demo license for the PBX can be created in my.innovaphone and downloaded as usual.


“Agent” is normal a PBX-user but in the same group than the WQ and so called if available. Therefore the system is very flexible and every size will fit.
Developed and tested on Version 9 and Win7, works also with Version 8 and Windows 10 (but no Windows XP support!).  


The common basic operating questions for a supervisor (and/or the agents) are:
The Server should work also on Windows Server 2008 R2, but '''we suggest to install it on a Windows 10 PC''' (or a virtual machine with Windows 10 installed) while the client was tested just on Win7 or higher.


*How many calls are in the Queue?
The monitor of the server must have at least a resolution of 1152x864 pixel, recommended are 1360x768 or higher.
*How long is waiting the “oldest” call?
*How many callers give up, typically because annoyed waiting?


Depending on those parameters agents will hurry up or not and a supervisor can add agent ore shorten the wrap-up time. So the parameters “waiting time of the oldest call”, “number of calls waiting” and “number of abandoned calls” are important and displayed in real time.
Please Note that for some optional Statistic Functions Excel installed on the iQM Server is required (minimum Excel 2008 or higher). On start-up the iQM server will detect if a valid Excel Version is installed if those functions are requested.


Next interesting questions are:
The iQM Server can work also with Dyna-PBX and https. The iQM Server will login to the PBX for the SOAP functions, admin user and password is required.
*How many agents are in the system and how many of them are logged to the service?
*How many agents are free/busy and ringing?
*How many agents are in wrap-up time and so available soon?


Depending in those parameters additional agents can be logged or wrap-up time modified. Observing the real-time indicators a supervisor will see instantly if a situation becomes critical.
The iQM detect his own IP-address, this is important because the client must point to the iQM Server, an exclusive port for that service must be defined. If there are more IP adapter found, the iQM Server try to found out the best one. All detected IP adapter addresses are shown in a list and a manual selection is possible.


In managing agents statistical counters are even an important issue:
The iQM can work with a standby PBX.


*How many call where processed this hour/today/ this month?
The iQM can do LDAP name resolution, this is done starting internally a myPBX client on the WQ, the WQ must have a password.
*How long did the caller wait this hour/day/month
*How many calls are abandoned this hour/day/month


And it would also be interesting to know the peak and average value of all that.
The iQM can work with data input done by a XML: if this function is required the iQM Server must have a connection to the CF or webdav CF. No general webdav (not innovaphone) is supported.
A supervisor could also have the problem to measure those values in a defined time period.
All this real time questions are of cause interesting if comparable with stored periods. Therefore iQM displays always also the stored values, so for example the counters of the last hour, day and month. Historic counters allowed to see immediately how the contact center is working compared to previous periods.


In some cases the requests are not so stressed and real time depending. For example a customer want just understand if and when calls are going lost or if and when there are a lot of calls. This can be done using warning and alarming thresholds.
The iQM require Framework 4.5.1, therefor no Windows XP is supported.


And of cause all those counters and events should be stored even in a file for post-processing. Post processing of stored call data could be done with any external tool like Excel or Access.
The maximum number of Agents is 100.


As jet mentioned beside the WQ also the agent Status is important to see in real time at a glance.
The solution can work also as a service, see relative article. In this case the maximum number of iQM on one single PC is two (recommended one).
Please remember that single agent supervision is not allowed in many countries or is at least very limited. Just two keywords about that: “privacy” and “syndicate”.
Therefore iQM shows and log just summary data (of course if you have just one agent or you monitor nested Queues pointing in just one agent…..).


===Wrap-Up Time===
If installed not as a service up to four sessions are possible on one single PC (recommended two).
An important issue for some contact center is wrap-up, but not everyone has a clear idea what that expression means. Wrap-up time (also called Post -Processing Time) is a time period after closing the call, typically some seconds, where a agent is considered “busy” form the system even if he is “free”. Normally that time is used to close files and folders or complete report ore similar things.
If iQM is running also wrap-up time is possible.  


Some customer wants a fix wrap-up time for all agents. Other likes individual values for each working stations. Other again wants both, therefore IQM can handle both. See section “Real time agent indicator” for more information.  
The iQM server must work in the same network than the PBX and be physically nearby the PBX, typically in the same room. No remote server operation is supported.


===System Overview===
The client can work also remote, local operation on the same network is recommended.
iQM can be displayed in two sizes: small and large:


[[image:IQM001.png‎]]
'''As iQM server a “normal” PC is recommended, so no Windows server or similar. We suggest to use Windows 10 for better compatibility.
'''
Please Note that a User (Agent) can be a member of just one or two WQ. If an Agent is member of many WQ and those are all managed by iQM Server no wrap-up and dynamic queue status is possible. Otherwise the group member status will be unforeseeable.


iQM can also be minimized and executed in a task bar:
==Overview==
   
The large window shows the following areas:
[[image:IQM002.png‎]]


Please note that all main counters and panels have a short reference name. In this description those labels help to indicate the exact element.
===Basics===
The innovaphone PBX can handle Waiting Queues (WQs). Those WQs are used for many different innovaphone scenarios, but to understand the basic idea let’s see how the “normal” usage works in a contact center.  
Remember that this manual describes the iQM and not the possibilities of the innovaphone PBX and the WQ, there are a lot of articles about that.


===Real Time Call Indicator===
In order to understand better the argument some preliminary basic items have to be cleared.


[[image:IQM005.png‎]]
In the figure below you see a new call coming in a WQ of the innovaphone PBX. The WQ distribute all calls to the agents, typically in a round robin mode.
iQM supervises the WQ and the agent activities.


“waiting” (TC01): indicate the time of the oldest call in the queue. In the example there are 2 calls in the WQ and the oldest one is waiting for 10 seconds. If a call is processed or the oldest caller gives up this counter is immediately updated with the waiting time of the next caller. So for example a display “waiting 03:20 calls 02” can be immediately followed by a display like “waiting 01:20 calls 01”; the first call in the WQ was processed after 3 minutes and 20 seconds and the next one waits for 1 Minute and 20 seconds.


“calls” (CW01): indicate the number of calls in the WQ. A call is in the WQ until the caller gives up or an agents answers (or an external event like a CFNR takes place). So if for example there are 5 calls and two agent and both phones are ringing the display will show “calls 05”, if the agent answer the call the display will show “calls 03”.
[[image:IQM010.png‎]]


“abandoned” (CA01): Shows the number of calls dropped during waiting in the Queue. Call drop in a WQ could have many reasons, but it is essentially a warning signal: apparently waiting time is too long.


If there is no more call in the WQ all counters go to zero.
“Agent” is normal a PBX-user but in the same group than the WQ and so called if available. Therefore the system is very flexible and every size will fit. iQM supports single straight group as indicated in the picture, but also a primary WQ and a second (=overflow) agent group.
You will find those 3 basic counters (waiting time, calls, abandoned calls) anywhere in iQM.


In Threshold panel (THW01) can be defined warning threshold (see also section “Thresholds”) for each of the real time call indicator. If a threshold is exceed the relative counter is displayed with a red frame:
The “iQM” is not just a PC communication with the PBX but act also as a server for clients. So the iQM- server is the platform for the supervisor of the callcenter. Agents can install on the local PC a client software. The iQM client will communicate with the iQM server and display the status of the WQ on the desktop of the agent and offer also some additional features. In the following picture you can the principle:


[[image:IQM006.png‎]]
[[image:IQM021.png‎]]


In the example the warning time threshold was set and surpassed.
In some scenarios two WQ should be monitored. From an Agent point of view he is logged and working on “his” or primary WQ and there is the second WQ. Typically an Agent receives just calls from the second Queue if there is a particular situation, for example his queue has no calls and in the second queue there are waiting more than x calls. The entire setup become quick complicated, see step by step the functionality.
Please note that if a threshold is below again the frame switch back to the original color. If for example a duration threshold is set to 20 seconds in the 21th second the frame “calls” become red; if one call is proceed and the counter is going under 20 seconds the frame is grey again.


===Counters===
In this first picture there is just one WQ and one iQM Server with a number of clients. Each client communicates with the iQM Server and displays the data transmitted from the server to the client. The WQ is monitored using the SOAP interface to the PBX, on this interface also the status messages of the client phones are monitored. The PBX is doing his work and calls are distributed to the single client phones. 


iQM is full with real time and statistic counters. There are displayed over 70 of them, but all are identical. The only difference is the format because in a hour the possible total amount is much less then for example in a month.  
[[image:IQM_P01.png‎]]
Therefore the description of one counter panel describes all of them; the following example and description is done using the actual hour counter panel (AH01):


[[image:IQM007.png‎]]
If there is a wrap up switched on and a phone answers a call the iQM Server will log out the phone in the PBX from the group an log in again after the call end after the wrap up time is expired. Even if a client manually logs out form the group the iQM server will log out the user. Note that not the client is talking to the PBX but always just the iQM Server. If a user logs out using the IP Phone, the iQM Server will see that on the SOAP and change the iQM client status.


Note: The button “log off” in is described in the data logging section.
In the second picture in the scenario is added a 2nd WQ Sales. This WQ has no iQM Server and client, all in the 2nd WQ is just done by the PBX. But the iQM Server monitor even the Sales WQ.


The 9 counters on the AH01 panel are arranged in rows (X) and columns (Y) and shows values in real time valid for the actual hour. In the example the actual hour was 6 P.M. (18 = time from 18:00 until 18:59). Note that all counters show in the headline what time period they are measuring; in addition the actual month counter shows the actual month number (form 1 to 12), the panel “actual day” the actual day (from 1 to 31).
[[image:IQM_P02.png‎]]
In the first column and line of the panel is displayed the counter for the total over all waiting time. In the example the overall waiting time for calls is 12 seconds.
The next line in the first column shows the total number of calls, 4 calls in the example. That number includes all calls, even the abandoned (given up) one.
The counter in the last line of the first column displays the total number of abandoned calls, 2 in the example.
In the second column are displayed the peak (or maximum) values for waiting time, calls and abandoned calls.
The third columns show the average waiting time, average calls and abandoned calls. For abandoned calls the average is displayed as a percentage: 50% means for example that the half of the caller gives up. Please note that 100% is displayed as 99%.


Sum up of the information in the example: in the actual hour 18:00 there were 4 calls with a total waiting duration of 12 seconds, 2 calls where abandoned and therefore just 50% of the calls are answered. The longest waiting time was 7 seconds, the average 3 seconds and caller waits over all for 12 seconds. The maximum number of simultaneously calls in the WQ was 2 and even maximum 2 callers give up during calls in the WQ.  
The iQM Server will just see the calls in the 2nd WQ and transmit that information to the Marketing client. So each client can see also the calls in the 2nd WQ and knows the number of calls in each WQ.


Observe that in the iQM Window right of the panel “actual hour” is arranged the panel “last hour” (AH03), near the “actual day” (AH07) the “last day” (AH04) and near the actual month (AH08) the last month (AH05) panel. That allows an easy compare of the actual data with previous one. Of course the “actual” panels will count in real time while the “last” panels remain fixed until the period changes.  
A client can pick a call in the 2nd WQ or manually switch on the membership of the 2nd WQ: for example the User “Marketing 1” can be also member of the Sales group and therefore become calls even from the sales WQ. But the key feature is that the switching of the member ship can be done automatically based on the number of calls and even number of Agents in both queues. A typical simple example rule is “become member of the 2nd WQ if in my Queue are no calls and in the second Queue are more than 2 calls”.


===Reset panel===
Remember that a iQM Server will do all the statistics just for the main queue and in this setup only the marketing User can be switched in the Sales group: no Sales user will be touched by the iQM Server regarding in his membership.
This counters on the reset panel works similar to the trip counter in a car. With the reset panel it is possible measure time periods, like for example a shift of agents or a part of an hour (remember: the hour counter start counting from the beginning of an hour) or similar.
The reset panel (AH02) is working like the other panels, but the counter are cleared any time the “reset” button in pressed. The example shows the panel immediately after pressing the reset button.


[[image:IQM008.png‎]]
In the next scenario two iQM Server are installed. So each queue has his independent iQM Server and the statistics for each group, so Marketing and Sales are handled independently. But each iQM Server “look” in the “other” WQ. That is fine until Users belong always just to one single Group and never will be member of the other group.


In the panel headline is displayed date and time of the reset. After a reset subsequent calls are counted immediately again.
[[image:IQM_P03.png‎]]
Each time the reset button is pressed the counters of the panel are saved in an annual reset log file. This log file is located in the directory indicated in the setup, if no folder is configured it will be stored in the directory where iQM is running.
The reset log file is named “iQMResetData xxxx.txt” where xxxx is the year. For example “iQMResetData 2011.txt” contains all the reset data of the year 2011.
As you see from the extension the file is a plain text file and can be read with an editor or imported in external application like Excel, Access etc.
Each reset is a line ore record and starts with date and time followed by the counter data. The counter data are written in fields, each field is separated with a character defined in setup, if there is no character defined each field is separated from the next one with space.
The consequence of the fields is quite simple, like human reading of counters from left to right and from top down. So the first field contain the “waiting total”, than “peak” and “average”, than the second line “calls total”, “calls peak” etc.
In the following example a “/” was used to separates the fields:


23.02.2011 07:38:05/0000.00:00:04/00:02/00:02/002/01/01/002/01/99
But mostly each User is also member of the “other” WQ. Not “dynamic in” but “dynamic out” and will become “dynamic in” in certain situations.  


This record means: the reset button was pressed in date 23.02.2011 at 07:38:05, the duration of the waiting total counter was “0000.00:00:04” (4 seconds), peak duration “00:02”, average call duration even “00:02”, number of calls “002”, peak “01”, average calls even “01”, abandoned calls “002”, peak abandoned calls “001” and average abandoned “99”%. With those values displayed on the reset panel was done the reset of the panel.
Therefore the real situation typically is the following:


===System set-up===
[[image:IQM_P04.png‎]]


From the system set-up area of the iQM can be accessed to the setup of iQM (“setup” button, see relative section), switch between the large and small display mode (“min” button, if small display is on it will toggle to “max”), the “close” button stops iQM.  
Observe that this example the member of the marketing Group can be also member of the sales group and vice versa.  


[[image:IQM009.png‎]]
A special problem to face is the flow of data from and to the PBX. While most data are separated, only one of the two iQM Server must handle the membership. Otherwise one iQM will put a user as dynamic out while the other one is doing a log-in and the situation becomes random. On top also the agent status list becomes unclear because the actualisation is done from two points and a client should be seeing the status of all agents in the two queues.


The red “Mute” button stops sound warning (this button will appear automatically only if applicable. See description in section “thresholds”). 
Therefore one iQM Server will be the “master” and one the “slave”. If in the setup of a iQM server the flag “Slave” is checked this iQM Server will never do any changing of the User Group in the PBX. Anything regarding this (even the wrap up) has to be done from the master iQM.
The uptime counter works like in the innovaphone PBX and shows the time since the last start-up. In the example iQM is running since 4 minutes and 35 seconds.
In a bottom line are displayed communication parameters: ip-address and port pointing on, the running session number and the queue name in the innovaphone PBX. 
Please note that after start-up and in any case where iQM lose the connection with the PBX in this line will appear “try to connect xxxx”, where xxxx is the ip-address of the PBX, all other indicated parameter are given for SOAP sessions.  
A connection between iQM and PBX could be down for many reasons, for example the PBX restarts or there are network problems (starting from the simplest one like no plug in the PC to any other communication problems). If such a disconnection happened iQM will continuously try to start up a new communication session. This could require some seconds even after resolving the network or system problems. During this period it is possible that the headline of iQM shows “DEMO-MODE” because iQM is unable to check in the PBX if there is a valid license. See more information about that issue in the Setup section.


===Close/Stop===
The next picture shows the information flow, not the call:


Pressing the “close” button iQM can be ended. Please note that in that case no statistic or real-time data is anymore collected and even the wrap-up function is not available. Before closing definitely iQM warns you about that and you have to confirm the shutdown. If for any reason you have to stop iQM (for example because the PC has to be restarted) do it in this way (and not using the task manager or just switching off the PC). Shut down iQM as described is usefully because before stopping iQM will save all data. Those files are located in the directory where iQM is running. All counters of the panels are saved in a XML file called “iQMAH.xml”, the setup values (like threshold, the display size etc.) are stored in a file called “iQMParameter.xml”.
[[image:IQM_P05.png‎]]
The counters are saved anymore even during normal operation each second, but the setup values just if the iQM is closed.
With data correctly saved iQM will start up again with the counter values and the entire setup identically as leaved. Even after a power fail or PC boot at least the counter values are restored.
On the other hand if for maintenance reasons you delete one or both files all counters and setups are cleared and you can start again with fresh values.


iQM saved even his position on the display if stopped correctly. So if started again the window will be placed exactly where it was before closing. That could be particularly important if you display for example iQM with a beamer using the extended Desktop function. The position data are stored in the file “iQMpos.txt”, if you clear that file iQM will start up in the windows default screen position. That could be necessary if for example the beamer is down and you cannot see or catch iQM: just stop iQM, delete the file “iQMpos.txt” and start iQM again.
While the client of the Marketing Group communicate just with “his” iQM Marketing Server, the clients of the iQM Sales Server has to communicate with the iQM Sales Server and with the iQM Master iQM. In other words the agents of a slave iQM has to be connected also to the master iQM. Therefore in the iQM Client setup a Master-IQM Server connection can be defined, necessary just when the Agent is working on a Slave iQM.


===Thresholds===
'''General note'''


Thresholds (TW01) are a useful tool to understand and analyze critical situation in the contact center. Thresholds are necessary because for example the peak counter shows you that there was a peak - but not when and how often.  
The iQM ''can'' apply configuration changes to user objects of WQ operators. This e.g. may be group membership modifications for wrap-up or inactivity.
Like for counters also for thresholds the type of events are the same:
As consequence, a user may be monitored by one iQM only.
“time” means “longer than xx seconds waiting time”, “calls” means “more that xx calls in the WQ” and “abandoned” means “more than xx calls abandoned (during calls are waiting).
Otherwise, overlapping and therefore faulty configurations and states occur.
Each event (time/calls/abandoned) has a warning and an alarm threshold.  
In the example you see the threshold panel with the 3 threshold types:


[[image:IQM011.png‎]]
Thus, a user may only be an operator for at most two WQs served by one iQM.


The input field “warning” on the right hand is used to define the warning thresholds. As jet described in the section “Real timer call indicator”, the warning threshold act just on the color of the real time call indicator (TC01, CW01 and CA01). If the threshold is exceeded the real time call indicator is displayed with a red border, if the value goes again below the threshold the border is displayed in grey color again.
Please note that a client (WQ operator) can operate a maximum of two telephones at the same time. If there are more than 2 terminals (regardless of type) which are actively registered in the PBX, internal calls are not always displayed correctly on the client.
The warning threshold is on anytime, to disable this option just put high values in the warning fields (“999” for time and “99” for calls and abandoned). 
Note that it is possible to modify the warning threshold just if “ARM” is displayed on the relative button.


The button “ARM” activates the alarm thresholds. The counter (“cnt”) will count up each time an alarm trigger and shows so how many times the alarm happened since the alarm was activated. The threshold for alarms can be defined using the input filed “alarm” (in case of time in seconds, in case of calls and abandoned in numbers). In the next column is displayed date and time of the last alarm event.
===The iQM Server===
Note: each of this setting will be saved if you stop iQM correct and restored after start-up.


To activate an alarm threshold press the “ARM” button:
The iQM Server communicates with the PBX using a SOAP connection and monitor the WQ and the Agent.


[[image:IQM012.png‎]]
There are real time counter showing for example the number of calls in a queue and statistical counters showing for example how many calls comes in the last hour. Also the status of the agent are reassumed and displayed. Thresholds values shows optical warnings and send email in case of threshold overflow. See a more detailed description in the relative article.


The button becomes red color; the alarm threshold now is armed and ready to fire. The counter “cnt” is cleared and the setting fields are disabled; armed threshold counter value could not be modified. If you want modify the threshold press the button again, the color changes to gray and the input fields are enabled again.
Statistical data can be exported, see relative article (see data logging in the server article and the article about excel data logging).
If an alarm threshold is detected the following actions are executed:


*The label of the button changes from “Set” to “Alarm”
The iQM Server handle also the communication to the client.
*The button begin to flash (in case of restart just after a new alarm)
*The counter “cnt” increase
*The field “last” shows date and time of the event
*A record is written in an alarm log file
*If configured the innovaphone MOH as acoustic advice is played.  


[[image:IQM013.png‎]]
A iQM server can also work as a service, see relative article.


Please note that each alarm event will be handled, the “last” field is updated and a new record is written in the alarm log file.
A iQM server can also show some Queue Data directly on a innovaphone IP Phone, see relative article.
In case of calls and abandoned calls each call further the threshold will cause a new record and update.
Alarm events are stored in a text file in the directory indicated in the setup, if blank in the directory where iQM is running. Field are separated by the value indicated in the setup, if no indication is done space will separate the field.
The name of the threshold alarm file is “iQMAlarm.txt”. The following example shows some records, as field separator in this example is userd:


23.02.2011 15:49:50 alarm:time cnt:0001 thshld:001- val:01
A iQM server can handle wrap-up, see server article.


23.02.2011 15:50:02 alarm:call cnt:0002 thshld:01 val: 1
A iQM server can work with a active/standby scenario, see relative article.


23.02.2011 15:50:05 alarm:aban cnt:0007 thshld:01 val:01
A iQM server can handle IVR data, see relative article.


An iQM server can also be configured as a supervisor server (build 80308). In this case, its function is different, it only provides a correspondingly set iQM client with information about the status of the various queues, which is then displayed on the client.


Description: After date and time follows the type of alarm, possible field values are “time” (for time alarms), “call” (for call alarms) and “aban” (for abandoned calls). The next value is the alarm counter. In this way it is possible evaluate for example how many threshold events occurs from arming. “thshld” indicate the threshold value and the last field “val” the number of calls in that moment.
===The iQM Client===


In the setup can be switched on a flag named “PC sound if alarm”. Please note that this flag will work immediately (not just after restart). If checked in case of alarm the PC will play the innovaphone music on hold to signal the event and catch attention. The music is embedded in iQM and not an external file, this simplified delivery and setup. If the play starts it can be stopped quitting the alarm. If played an additional “mute” button appears in the system set-up area:
The client installed on the PC of the Agent shows part of the iQM server real time counters and in additional windows.  


[[image:IQM014.png‎]]
The iQM Client:


The mute button stops the music without cancel the alarm. After pressing the mute button it will disappear and the music stops to play. Event canceling the alarm by pressing the relative alarm key will hide the mute button and stop the music.
Shows real time counter and threshold overflow


===Real time agent indicator===
Shows real time queue data (the calls in the queue)


The agent indicators show at a glance how many resources are available and handles the wrap-up function.
Shows the status of the other agent


[[image:IQM015.png‎]]
Shows the abandoned historical calls


“agents” (AG01) shows how many agents are defined in the system. This value will be loaded only during start-up; typically agents are not added during operation. Do not confuse “agents” with “logged”. Agents are all users in the same calling group of the queue, but they not necessarily active in the group. For more information about dynamic groups see the configuration section.
Can work as a dashboard, see relative article
“logged” (AG02) indicate the number of the actual in the call group logged agents.
“ready” (AG03) indicate the number of the not busy (free) agents. If in the example view above a user log out from the group both, the logged counter and the ready counter, switch from 02 to 01.
“busy” (AG06) indicate the number of agents logged but not ready (handset lifted, in call or in ringing)
“ringing” (AG04) indicate the number of all agent (logged or not) in ringing status.  “in wrap-up” (AG05) indicate the number of agents in the wrap-up period. This counter gives a good idea how many agents will be available soon. Please note that a manual login of an agent during wrap-up will not decrease this counter.


The wrap-up panel (WP01) shows status and actual general wrap-up time. To activate general wrap up insert the wrap-up time in seconds and press the “ON” button in the general line:
Can be used as an interface for Braille software


[[image:IQM016.png‎]]
Can be used to display the real time and historical counters of the iQM server


The button will switch to a red color and the input field is disabled. To change the value switch first off the general wrap-up, change the value and switch the wrap on again.
See related articles
It is also possible define individual wrap-up in the PBX time for each agent (please note that anyway without iQM those values have no effect). The individual values for agents are written just during start of iQM and not during operation.
If iQM detect individual warp-up timer for at least one agent the button “ind. override” is enabled.
Individual wrap-up timers have priority to the general one. In this way it is possible for example set some agent with fix particularly short or long wrap-up time and modify in real time the general one for all the other agents.
If the button “individual override” is pressed the individual wrap-up time is ignored and for all agents are applied the general one.
That could be usefully if in particular emergency situations where all agents should have the same (mostly short) wrap-up. Please not that the value 0 is equal to disable wrap-up, even for the agents with individual wrap-up timers.


[[image:IQM017.png‎]]
===The IQM Supervisor mode===
The Supervisor mode (Build 80308) allows one (or mode) agent client monitor different Waiting Queues at a glance.


If the general wrap-up is switched off also the individual override is automatically switched off.
An iQM server working in this operating mode does just display data, is not storing any statistical data and does not act on membership of agents or similar. Typically, such a server works with other iQMs on the same PBX, those iQM are “normal” iQM sever, one for each Queue. A Supervisor iQM does not require an iQM license but the operating iQM will do.


===Data logging===
[[image:SupServ.PNG‎]]


Log data files are text files in the directory indicated in the setup, if blank in the directory where iQM is running. Fields are separated by the value indicated in the setup, if no indication is done space will separate the fields.
Please note that Agents has to belong to just one single iQM queue. If there is the requirement that extension belong to different queues the wrap up must be done using the presence feature in the WQ.  


iQM store automatically the content of the actual day counter (AH07) at midnight in a log file called “iQMDayData xxxx.txt”, where “xxxx” is the running year. For example “iQMDatData 2011.txt” is the daily data log file for the year 2011. If always online in one year 365 records will be done.
In the setup of the iQM client in the TAB “Dashboard” the flag “Work as Supervisor” switch this client to display a supervisor iQM. Therefore pointing on ta Supervisor iQM server and having switched on the supervisor Flag in the local setup the layout of the Agent change aftyer a restart.


iQM can also store the hour data panel (AH01) if the log button is switched on (see picture in section “Counters” where hourly log is on). The log file is named “iQMHourData xxxx.txt” where “xxxx” is the running year. For example “iQMHourData 2011.txt” is the hour data log file for the year 2011. If always online in one year 8.760 records will be done.
See the online help in the iQM server Setup for further information.


In both cases the format is the same; in the example space is used as field separator, you can see one record of the daily log file:
See online setup help in the iQM Agent client for further information.
 
 
=== Latest Fixes ===
10.01.2011 00:00:00 00000:12 00:13 00:06 002 01 01 002 01 99
Hotfix 34: Minor Bug fixes


Hotfix 36: Work as Supervisor (https://wiki.innovaphone.com/index.php?title=Reference9:IQM_Supervisor_Help_Italiano) and Show Statistics (https://wiki.innovaphone.com/index.php?title=Reference9:IQM_Statistic_Help_English)


The fields are date and time followed by the counters in the sequence of reading the panel:
Hotfix 47: Minor Bugs
Total waiting time, peak waiting, average waiting,


total calls, peak calls, average calls,
Hotfix 48: Bug in Presence Status (Agent views)


total abandoned calls, peak abandoned, average abandoned.
=Related Articles=


[[Howto: IQM_Server]] This article explains the basic function of the iQM server. Also the native data logging is explained while the excel data logging is described in a separated article.


Those log files can be opened with any editor but using external applications like Excel or Access reports can be done.
[[Reference9:IQM_Supervisor_Help_English]]


[[Howto:Queue_Monitor_-_Setup_and_Localization]] This article shows some setups of the iQM Server, it is not up to date but described well some setup hints.


===About===
[[Reference9:IQM_Server_Setup]] This article is always up to date and described each setup field in the iQM Server setup. This article is also displayed if in the iQM Server setup the online help button is clicked.


If you click on the innovaphone logo on the iQM Window the about info is displayed.
[[Reference9:IQM_Agent_Help_English]] This article describe for a user how the iQM Agent client works. This article is also displayed if in the user in the iQM Agent select the help button and is available in different languages.


===System Log file===
[[Reference9:IQM_Agent_Setup]] This article is always up to date and described each setup field of the iQM Agent setup. This article is also displayed if in the iQM Server setup the online help button is clicked.


iQM report in a log file all major system events like start-up, errors etc.
[[Howto:IQM_Dashboard]] This article describes how the Dashboard works.
The file is a text file in the directory where iQM is running named “iQM_Event_Log.txt”. This file is not used for normal operation.


===Installation===
[[Howto:Additional_call-ID_information]] This article describes a very special requirement where a client not just sees the number of the calling party but also some additional DTMF Digits that the caller dials before being connected. Requires a XML script, see link in the article.
Installation of iQM is particularly simple. iQM is delivered as one single stand-alone executable file, no special setup procedure is required. Just create a directory on your windows PC and copy the application in and launch it.
If you want automatic execution put the file name in the auto-start folder of the operating system.
IQM requires no registry entry and can be uninstalled just deleted the directory.
If you copy the entire directory where iQM is running to another PC you will have there the complete information’s and setup (if you stored data logging in a different directory you have to copy also that one). Same issue is valid for backup. iQM open no file in exclusive mode and hold no file open, so backup should be no problem  even if automated.
Remember that even the license is not stored on the PC but in the PBX.  
If you want supervise on the same PC more waiting queues create different directories and launch iQM in each of them. Remember that each iQM session requires one license PBX-QueueMonitor.
iQM is a SOAP application and therefore each session require CPU time in the innovaphone PBX. If you have many iQM running on the same PBX and a small CPU (like the P302 one) heavy processor load is possible.


===Configuration===
[[Howto:IQM_IP-Phones_setup_and_iQM_Phone_Display_features]] This article describes how Queue information (for example the number of calls in a Queue) can be displayed on an innovaphone IP Phone.


First of all configure your innovaphone PBX. The following steps regarding the PBX are described just to give you an idea how it typically works.
[[Howto:IQM_Second_Waiting_Queue]] Describes how the second WQ feature works from a client/user point of view.
You have to create a WQ with all the setup and parameter as usual. Typically contact center have round robin call distribution, but this is only an option and not a must.
For the iQM the long name of the WQ is important, so note it. A WQ has to be in the same group than all the agents. Flag this group active on the WQ and not active on the agents. The group has to be static for the WQ and Dynamic-in for all agents. If you make the group static on an agent no wrap-up time is possible for this agent, but all other features works. If you just want exclude some agent always from wrap-up it is recommended assign him an individual wrap-up time of 0 (and not a static group).
Now configure on all agents a function key “Join Group” and configure in the field “Group Identification” the name of the group. In the text files you can place a text you like, for example “in Pause” and “Ready” or “Exit Group” and “Join Group”. iQM force in the configuration of the PBX the dynamic status. In wrap-up an agent is switched from dynamic-in to dynamic-out; you can observe it on the display of the phone, the label of the softkey is witching. In any moment it is possible override the status pressing the softkey on the phone. If you change the status of an agent in the PBX using the web browser also his status is displayed immediately also in iQM (logged counter goes up or down).
Create now a dummy user in the PBX for the SOAP connection. This dummy user required no license and no number, just a name, for example “SOAP”. Assign another group to this dummy user (for example “Agents”) and flag it static and active on this dummy user. Now put also all agents in this group, static but not active. Note also this name.
Last item for the PBX is the individual wrap up time. If you want for an agent individual wrap-up time assign a group named “wrapupxx” to the agent. “xx” are the seconds for wrap-up. For example “wrapup5” means 5 seconds wrap-up. The expression “wrapup” is not case sensitive. Please note that iQM will just read those values form the PBX and there is no real functionality in this “wrapup” group assignment.


The second step is the configuration of the iQM setup.
[[Howto:IQM_Active/Standby_PBX]] Describes how a Activbe/Standby Setup works


[[image:IQM019.png‎]]
[[Howto:IQM_manipulative_behaviors]] This article discusses how an owner or supervisor can avoid that agents manipulate statistics.


Start the setup and enter the ip-address, user and password of the innovaphone PBX, administrator rights are required. Indicate in the SOAP panel the name of your dummy user and the group name assigned to this dummy user.
[[Howto:IQM_Statistical_CSV_Data_for_Agent_and_Queue]] This article describes the CSV Agent and WQ data logging feature. Please note that the Excel Data logging is no longer supported. Please note that the iQM Server provide statistical data (basically all major counter values) also and independently for all iQM Counters in a CSV Format.
In the Queue section indicate the long name of the queue and flag if you like sound in case of alarm.
The data logging panel allows defining the character used for divide the fields in the logging files. If nothing is indicated space will be assumed.
In this panel you can also define the directory where logging files should be stored; if nothing is indicated the directory where iQM is running on is used.
The monitor label is just the label on top of the iQM window; this could be usefully if you monitor more WQ’s.


Save the configuration and start the application again.
[[Howto:IQM_Agent_Hot-desking]] This article discusses how a “free seeding” can be done on iQM Agent workplaces.


The following picture shows you at a glance the entire setup, iQM and PBX.
[[Howto:IQM_command_line_arguments]] This article describes command line commands, typically required if the iQM server is installed as a service.  


[[image:IQM018.png‎]]
[[Howto:IQM_remote_control]] If the iQM Server run as a server the application has to be controlled from an Agent client.


In the example we have a created dummy user “SOAP” in the PBX and assigned an active group “UserInfo”. The WQ has the name “iQM” and is in the active group “MyAgents”.
[[Howto:IQM_server_as_a_service]] The tile should be self-explaining
The sample agent Rossi Valentino is static group member of UserInfo and “dynamic-in” member of MyAgents. On top he has individual wrap-up of 10 seconds.


[[Howto:IQM_Colour_Agent_Table]] Describe a special feature, the status of the Agent can be displayed with colours showing the status. On top even the small icon on the taskbar shows statuses and is explained.


===Known Problems===
[[Howto:IQM_in_large_PBXs]] When the iQM Server starts up in large PBX reading out the entire User table requires a long time, this article describe how to minimize then start-up time of the application.
If the PBX is not reachable, for example because you fail the IP-address, it could happen that iQM becomes very slow because continuously trying to connect. If that happened maybe it is simpler delete the configuration file and start again the setup of iQM. The configuration file is a text file named “iQM_setup.text” in the directory of iQM.
Please note that if you start iQM for the very first time (or with an empty configuration file) no connection is tried to establish and the configuration window is displayed automatically. Do your setups and start iQM again.


<!-- == Related Articles == -->
[[Howto:IQM_LDAP]] Number resolution in iQM Server and Agent


[[Category:Howto|{{PAGENAME}}]]
[[Howto:IQM_CallBack_requests]]

Latest revision as of 10:22, 13 October 2023

The innovaphone PBX-Queue Monitor (iQM) is an application to monitor a Waiting Queue (WQ) and agents in an innovaphone PBX. Therefore there a iQM installations has a iQM Server application and a iQM Client for the Agents. The client is not mandatory; the server can also work alone while the iQM client requires an iQM server. In the download package both, server and client are in, in the setup can be selected witch application should be installed. In theory on the same PC can be installed even both, the server and the client component: mostly this is done just for demo.

The iQM server shows many real time indicators and counters combined with statistic counters, threshold alarm and warnings. Also the status of the agents is displayed to give an overview of the actives around a waiting queue. iQM supervise just one single WQ but up to 100 agents on it; anyway it is possible to view also many WQs on the same PC starting more iQM sessions. A second WQ can be supervised; this special setup is described after.

A iQM client software (iQMagent) can be installed on each agent workplace. This client will reproduce on the agent workplace the major counters and allows additional features like logging in/out or automatic detection of Agent activity.

The iQM client can also run in Dashboard mode and display graphic real-time information’s.

In this document are explained just the basic functions. There are more than 100 options possible just in the setup, therefore the entire System becomes quick very complex. How the server and iQM Client works is described more in detail following the link in the section "Related Articles".

An idea of the layout of an agent view in different languages is given in the reference version 9 iQM Agent Help articles.

Please note that some pictures shows not the actual iQM version and may be different in some details or layout, but the functionality will be the same.

The section „Related Articles” contains a list of all usefully articles regarding the iQM. All other articles are obsolete.

Requirements

iQM is a SOAP application and communicate with the innovaphone PBX. The PBX-Queue Monitor runs on a PC with windows OS. The software has to be licensed and run without license for 20 minutes (evaluation mode), after that period iQM can be started again for a trial period. The license is stored in the innovaphone PBX, each iQM require one license, innovaphone article number 02-00027-007.

Demo license for the PBX can be created in my.innovaphone and downloaded as usual.

Developed and tested on Version 9 and Win7, works also with Version 8 and Windows 10 (but no Windows XP support!).

The Server should work also on Windows Server 2008 R2, but we suggest to install it on a Windows 10 PC (or a virtual machine with Windows 10 installed) while the client was tested just on Win7 or higher.

The monitor of the server must have at least a resolution of 1152x864 pixel, recommended are 1360x768 or higher.

Please Note that for some optional Statistic Functions Excel installed on the iQM Server is required (minimum Excel 2008 or higher). On start-up the iQM server will detect if a valid Excel Version is installed if those functions are requested.

The iQM Server can work also with Dyna-PBX and https. The iQM Server will login to the PBX for the SOAP functions, admin user and password is required.

The iQM detect his own IP-address, this is important because the client must point to the iQM Server, an exclusive port for that service must be defined. If there are more IP adapter found, the iQM Server try to found out the best one. All detected IP adapter addresses are shown in a list and a manual selection is possible.

The iQM can work with a standby PBX.

The iQM can do LDAP name resolution, this is done starting internally a myPBX client on the WQ, the WQ must have a password.

The iQM can work with data input done by a XML: if this function is required the iQM Server must have a connection to the CF or webdav CF. No general webdav (not innovaphone) is supported.

The iQM require Framework 4.5.1, therefor no Windows XP is supported.

The maximum number of Agents is 100.

The solution can work also as a service, see relative article. In this case the maximum number of iQM on one single PC is two (recommended one).

If installed not as a service up to four sessions are possible on one single PC (recommended two).

The iQM server must work in the same network than the PBX and be physically nearby the PBX, typically in the same room. No remote server operation is supported.

The client can work also remote, local operation on the same network is recommended.

As iQM server a “normal” PC is recommended, so no Windows server or similar. We suggest to use Windows 10 for better compatibility. Please Note that a User (Agent) can be a member of just one or two WQ. If an Agent is member of many WQ and those are all managed by iQM Server no wrap-up and dynamic queue status is possible. Otherwise the group member status will be unforeseeable.

Overview

Basics

The innovaphone PBX can handle Waiting Queues (WQs). Those WQs are used for many different innovaphone scenarios, but to understand the basic idea let’s see how the “normal” usage works in a contact center. Remember that this manual describes the iQM and not the possibilities of the innovaphone PBX and the WQ, there are a lot of articles about that.

In order to understand better the argument some preliminary basic items have to be cleared.

In the figure below you see a new call coming in a WQ of the innovaphone PBX. The WQ distribute all calls to the agents, typically in a round robin mode. iQM supervises the WQ and the agent activities.


IQM010.png


“Agent” is normal a PBX-user but in the same group than the WQ and so called if available. Therefore the system is very flexible and every size will fit. iQM supports single straight group as indicated in the picture, but also a primary WQ and a second (=overflow) agent group.

The “iQM” is not just a PC communication with the PBX but act also as a server for clients. So the iQM- server is the platform for the supervisor of the callcenter. Agents can install on the local PC a client software. The iQM client will communicate with the iQM server and display the status of the WQ on the desktop of the agent and offer also some additional features. In the following picture you can the principle:

IQM021.png

In some scenarios two WQ should be monitored. From an Agent point of view he is logged and working on “his” or primary WQ and there is the second WQ. Typically an Agent receives just calls from the second Queue if there is a particular situation, for example his queue has no calls and in the second queue there are waiting more than x calls. The entire setup become quick complicated, see step by step the functionality.

In this first picture there is just one WQ and one iQM Server with a number of clients. Each client communicates with the iQM Server and displays the data transmitted from the server to the client. The WQ is monitored using the SOAP interface to the PBX, on this interface also the status messages of the client phones are monitored. The PBX is doing his work and calls are distributed to the single client phones.

IQM P01.png

If there is a wrap up switched on and a phone answers a call the iQM Server will log out the phone in the PBX from the group an log in again after the call end after the wrap up time is expired. Even if a client manually logs out form the group the iQM server will log out the user. Note that not the client is talking to the PBX but always just the iQM Server. If a user logs out using the IP Phone, the iQM Server will see that on the SOAP and change the iQM client status.

In the second picture in the scenario is added a 2nd WQ Sales. This WQ has no iQM Server and client, all in the 2nd WQ is just done by the PBX. But the iQM Server monitor even the Sales WQ.

IQM P02.png

The iQM Server will just see the calls in the 2nd WQ and transmit that information to the Marketing client. So each client can see also the calls in the 2nd WQ and knows the number of calls in each WQ.

A client can pick a call in the 2nd WQ or manually switch on the membership of the 2nd WQ: for example the User “Marketing 1” can be also member of the Sales group and therefore become calls even from the sales WQ. But the key feature is that the switching of the member ship can be done automatically based on the number of calls and even number of Agents in both queues. A typical simple example rule is “become member of the 2nd WQ if in my Queue are no calls and in the second Queue are more than 2 calls”.

Remember that a iQM Server will do all the statistics just for the main queue and in this setup only the marketing User can be switched in the Sales group: no Sales user will be touched by the iQM Server regarding in his membership.

In the next scenario two iQM Server are installed. So each queue has his independent iQM Server and the statistics for each group, so Marketing and Sales are handled independently. But each iQM Server “look” in the “other” WQ. That is fine until Users belong always just to one single Group and never will be member of the other group.

IQM P03.png

But mostly each User is also member of the “other” WQ. Not “dynamic in” but “dynamic out” and will become “dynamic in” in certain situations.

Therefore the real situation typically is the following:

IQM P04.png

Observe that this example the member of the marketing Group can be also member of the sales group and vice versa.

A special problem to face is the flow of data from and to the PBX. While most data are separated, only one of the two iQM Server must handle the membership. Otherwise one iQM will put a user as dynamic out while the other one is doing a log-in and the situation becomes random. On top also the agent status list becomes unclear because the actualisation is done from two points and a client should be seeing the status of all agents in the two queues.

Therefore one iQM Server will be the “master” and one the “slave”. If in the setup of a iQM server the flag “Slave” is checked this iQM Server will never do any changing of the User Group in the PBX. Anything regarding this (even the wrap up) has to be done from the master iQM.

The next picture shows the information flow, not the call:

IQM P05.png

While the client of the Marketing Group communicate just with “his” iQM Marketing Server, the clients of the iQM Sales Server has to communicate with the iQM Sales Server and with the iQM Master iQM. In other words the agents of a slave iQM has to be connected also to the master iQM. Therefore in the iQM Client setup a Master-IQM Server connection can be defined, necessary just when the Agent is working on a Slave iQM.

General note

The iQM can apply configuration changes to user objects of WQ operators. This e.g. may be group membership modifications for wrap-up or inactivity. As consequence, a user may be monitored by one iQM only. Otherwise, overlapping and therefore faulty configurations and states occur.

Thus, a user may only be an operator for at most two WQs served by one iQM.

Please note that a client (WQ operator) can operate a maximum of two telephones at the same time. If there are more than 2 terminals (regardless of type) which are actively registered in the PBX, internal calls are not always displayed correctly on the client.

The iQM Server

The iQM Server communicates with the PBX using a SOAP connection and monitor the WQ and the Agent.

There are real time counter showing for example the number of calls in a queue and statistical counters showing for example how many calls comes in the last hour. Also the status of the agent are reassumed and displayed. Thresholds values shows optical warnings and send email in case of threshold overflow. See a more detailed description in the relative article.

Statistical data can be exported, see relative article (see data logging in the server article and the article about excel data logging).

The iQM Server handle also the communication to the client.

A iQM server can also work as a service, see relative article.

A iQM server can also show some Queue Data directly on a innovaphone IP Phone, see relative article.

A iQM server can handle wrap-up, see server article.

A iQM server can work with a active/standby scenario, see relative article.

A iQM server can handle IVR data, see relative article.

An iQM server can also be configured as a supervisor server (build 80308). In this case, its function is different, it only provides a correspondingly set iQM client with information about the status of the various queues, which is then displayed on the client.

The iQM Client

The client installed on the PC of the Agent shows part of the iQM server real time counters and in additional windows.

The iQM Client:

Shows real time counter and threshold overflow

Shows real time queue data (the calls in the queue)

Shows the status of the other agent

Shows the abandoned historical calls

Can work as a dashboard, see relative article

Can be used as an interface for Braille software

Can be used to display the real time and historical counters of the iQM server

See related articles

The IQM Supervisor mode

The Supervisor mode (Build 80308) allows one (or mode) agent client monitor different Waiting Queues at a glance.

An iQM server working in this operating mode does just display data, is not storing any statistical data and does not act on membership of agents or similar. Typically, such a server works with other iQMs on the same PBX, those iQM are “normal” iQM sever, one for each Queue. A Supervisor iQM does not require an iQM license but the operating iQM will do.

SupServ.PNG

Please note that Agents has to belong to just one single iQM queue. If there is the requirement that extension belong to different queues the wrap up must be done using the presence feature in the WQ.

In the setup of the iQM client in the TAB “Dashboard” the flag “Work as Supervisor” switch this client to display a supervisor iQM. Therefore pointing on ta Supervisor iQM server and having switched on the supervisor Flag in the local setup the layout of the Agent change aftyer a restart.

See the online help in the iQM server Setup for further information.

See online setup help in the iQM Agent client for further information.

Latest Fixes

Hotfix 34: Minor Bug fixes

Hotfix 36: Work as Supervisor (https://wiki.innovaphone.com/index.php?title=Reference9:IQM_Supervisor_Help_Italiano) and Show Statistics (https://wiki.innovaphone.com/index.php?title=Reference9:IQM_Statistic_Help_English)

Hotfix 47: Minor Bugs

Hotfix 48: Bug in Presence Status (Agent views)

Related Articles

Howto: IQM_Server This article explains the basic function of the iQM server. Also the native data logging is explained while the excel data logging is described in a separated article.

Reference9:IQM_Supervisor_Help_English

Howto:Queue_Monitor_-_Setup_and_Localization This article shows some setups of the iQM Server, it is not up to date but described well some setup hints.

Reference9:IQM_Server_Setup This article is always up to date and described each setup field in the iQM Server setup. This article is also displayed if in the iQM Server setup the online help button is clicked.

Reference9:IQM_Agent_Help_English This article describe for a user how the iQM Agent client works. This article is also displayed if in the user in the iQM Agent select the help button and is available in different languages.

Reference9:IQM_Agent_Setup This article is always up to date and described each setup field of the iQM Agent setup. This article is also displayed if in the iQM Server setup the online help button is clicked.

Howto:IQM_Dashboard This article describes how the Dashboard works.

Howto:Additional_call-ID_information This article describes a very special requirement where a client not just sees the number of the calling party but also some additional DTMF Digits that the caller dials before being connected. Requires a XML script, see link in the article.

Howto:IQM_IP-Phones_setup_and_iQM_Phone_Display_features This article describes how Queue information (for example the number of calls in a Queue) can be displayed on an innovaphone IP Phone.

Howto:IQM_Second_Waiting_Queue Describes how the second WQ feature works from a client/user point of view.

Howto:IQM_Active/Standby_PBX Describes how a Activbe/Standby Setup works

Howto:IQM_manipulative_behaviors This article discusses how an owner or supervisor can avoid that agents manipulate statistics.

Howto:IQM_Statistical_CSV_Data_for_Agent_and_Queue This article describes the CSV Agent and WQ data logging feature. Please note that the Excel Data logging is no longer supported. Please note that the iQM Server provide statistical data (basically all major counter values) also and independently for all iQM Counters in a CSV Format.

Howto:IQM_Agent_Hot-desking This article discusses how a “free seeding” can be done on iQM Agent workplaces.

Howto:IQM_command_line_arguments This article describes command line commands, typically required if the iQM server is installed as a service.

Howto:IQM_remote_control If the iQM Server run as a server the application has to be controlled from an Agent client.

Howto:IQM_server_as_a_service The tile should be self-explaining

Howto:IQM_Colour_Agent_Table Describe a special feature, the status of the Agent can be displayed with colours showing the status. On top even the small icon on the taskbar shows statuses and is explained.

Howto:IQM_in_large_PBXs When the iQM Server starts up in large PBX reading out the entire User table requires a long time, this article describe how to minimize then start-up time of the application.

Howto:IQM_LDAP Number resolution in iQM Server and Agent

Howto:IQM_CallBack_requests

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