Reference9:IQM Agent Setup

The parameters for the setup of the iQM Agent are configured here.

This help describes iQM Version 2.00

Note: Agent setup is stored in a text file in the user directory of the PC. See Wiki article for more information.

Note: From version 1.53 on the setup information is stored in the “iQMagent” directory of the user. Therefore upgrade from older versions requires a new setup. From Version 1.70 on the setup can also be stored in the directory where iQm Agent is running.

Panel COMMUNICATION

Common Name

Enter the common Name of the Agent. Please note that the name has to be exactly the same than in the Agent List displayed. Please note that the Common name is in the PBX called “Long Name”.

If wrong no association between this client and the Agent (and his Phone) can be done. In some cases this is intentionally, for example because the Agent is a supervisor and do not want act on his phone, but view the various windows. In this case just enter a part of the name or switch first and second name or similar.

The following line shows the IP address of the Phone (if found in the PBX) and the model (for example “IP222”). Please note that just one Phone will be detected.

The IP-Address of the PBX is shown in the following line. Those information are transmitted form the iQM server to the Agent client automatically.

Ip-Adr of the Phone

If you put in in this field the IP-Address of the associated Phone the feature “Hotedesking” is automatically on. Please note that iQM Agent in this case modify the the Common Name. See relative Wiki article. If blank the feature Hotdesking is off.

iQM TCP/IP Adress

Address of the iQM server. The address of the server is displayed in the setup of the iQM server. If the iQMagent is running on the same PC than the server it could also be 127.0.0.1.

If there is no communication between iQMagent and iQM server check first the IP-connection (ping the server from the agent PC etc.).

iQM Port

Enter the port of the iAM server, it must be the same than the one indicated in the setup of the iQM server (example: 9090).

Panel LAYOUT AGENT VIEW

Always in foreground

If selected the iQM form is displayed always on top of other windows even without focus. Also the other windows (like the queue-view or the Agent list) will be in foreground.

Dock on Agentview

All windows will dock automatically to the main agent view window. If you move the main windows all other will “follow”, the feeling is to move one big window. If you enable this option the list of Agent will be not sized automatically but have a fix view.

Note: all windows in iQM will store their position if closed, if opened again they will appear on their last position. In this way even if not docked automatically an individual disposition for an Agent can be realized.

Pop-up/in foreground if alarm

If checked and a counter goes in alarm (becomes a red frame) the iQM will pop up if minimized or goes in foreground if in background.

Use PC-Keyboard

If checked and a iQM form (one of the forms) has the focus (has a blue head line) the iQMagent will get Keyboard strokes. You can answer a call with backspace and drop a call with the Escape key. If Keyboard is active a glov is displayed under the innovaphone logo. Being active just if a iQM window is active it will be avoided that intentionally a call is answered using the keyboard in other applications. Please note that mouse actions are always active. So if for example an agent double click a number on the missed calls list his phone will dial that number. See relative howto article for further information.

See Calls of Agents

If checked in the list of the Agents is also displayed the last calling party, the number of the called number or the number of the caller.

Also the number of a call without answer is displayed.

This column is invisible if option is not enabled (privacy or legal issues).

IVR JObs ON

If the IVR feature is activated on the iQM server the possibility to get jobs from the IVR can be limited to certain agents. This flag basically switch on/off the relative key, so not enabled Agents cannot access to the feature.

Language

Select the language for the Agent. Please note that all language topics will be loaded from the server, so just languages available in the iQMserver will be available also for the client. 4 languages are as default selectable, see relative wiki article for more information.

Note: after changing the language the application has to restart again for a complete new setup (even if apparently the language has jet changed).

Password for setup

If defined it is necessary to input the password to access to this menu, if black direct access is possible. Please note that after inserting the password you have to press the “setup” button again.

Panel DASHBOARD

Work as Dashboard

If selected a Dashboard is displayed. Remember that a Dashboard is just an Agent with a different layout, so no special Dashboard software is available. If the Dashboard option is selected on the next restart the Agent main view will be hide automatically and you will find just the Dashboard windows open. If you close the Dashboard window the main Agent view window will appear (to allow the access to the setup). See next agument.

Show Agent view

As explained in the point before if Dashboard option is on no other iQMagent windows are displayed. This is useful for normal Dashboard operation, but if a supervisor want control the Agent and counters the Dashboard window will be just one of the open iQM windows. If selected also with dashboard option enabled no iQM window will be automatically hided.

Width 1360 pixel 16:9

The Agent View is displayed in a 4:3 ratio (800x600 pixel), but if displayed on TV flat screen monitor or 16:9 beamer the ratio can be switched to 1360x600 pixel. There will remain anyway a small horizontal unused space for eventual additional information.

Calls and Time

The 100% for graphic bar (progress bar like) showing the number of calls in the queue can be defined here. If for example you enter 5 if 5 or more calls are in the queue 100% will be displayed. The real number is displayed anyway with the counter.

The same setup can be done for time in seconds.

Remember that the bar will change color and a warning message will appear if the warning threshold is reached. This setup has no influence on that, the warning thresholds are defined in the iQM Server.

Please note that the number of agent must not be defined because this information is load automatically from the iQM server.

Panel ACTIVITY CONTROL

iQM tries to understand if the Agent is on his workplace or not.

Activity interval (sec)

This timer will start each time no activity is detected and will be reset if activity is detected. Activity is when an Agent moves the mouse or strokes a key on the mouse or on the keyboard or his phone is busy. No activity is assumed when no of those actions is detected. If the countdown timer reach zero the Agent is logged out from the Agent group. Please note that the relative key in the agent view is just displayed if this value in not equal zero (feature off).

Logout no ans. (sec)

If the Phone of the Agent is ringing and he will not answer the call within the time of this parameter the Agents is logged out from the Agent group. This prevent that the waiting queue proceed another call to a unmanned Agent Phone.

Auto Login

As explained before iQMAgent will log out an Agent Phone from the Agent group if no activity or no answer is detected. If the auto login option is checked an automatic log in will be done if activity is detected again. So if the Agent is logged out (not manually, but because of activity or no answer) and he move mouse, press keyboard or pick up the phone he will be logged automatically in again.

Note: Those options and the relative status are displayed in the Agent view main form, see relative wiki article for further information.

Manual pause (in seconds)

A agent can press the “pause” key and will be logged out from the Agent group. The pause counter will count down and log in the Agent again if zero is reached. The counting is displayed in real time. The counter can be stopped pressing the login key. The idea is that the Agent goes in a defined Pause timespan (for example he leaves his workplace for 5 Minutes) but has not to be afraid to forget the login again. If the value is zero the relative key is not displayed in the Agent view (feature off).

Auto Paused after (minutes)

If a value not equal zero is in this parameter a counter is displayed in the Agent main view. If the countdown reaches zero, the Agent will be logged out. This feature is required because in some country a forced pause after a defined working time is prescribed.

End Paused after (minute)

If auto paused is reached and in this field a value is in a second timer will start and log in the Agent again when the countdown reaches zero. See relative wiki article for more information.

Stop Countdown if offline

If this flag is selected the countdown of the auto paused timer will stop if the Agent is offline (no matter because, automatically or manually). In practice without that flag the working time runs when the auto paused timer starts, if flagged just a logged in period is considered as working time.

Panel WATING QUEUE ONLINE IF

This panel controls the 2nd waiting queue (if present in the system, otherwise skip this info).

Calls in my WQ

If enabled a number (threshold) of calls can be defined using the slider. The value of the slider is indicated as number also in the left side if the slider.

If the number of calls in your WQ is minor than indicated you will become member of the 2nd waiting queue and receive also calls from the second WQ.

Examples:

Value = 0 = never become member of WQ2 (you can also un-flag the slider)

Value =1 = become member of WQ 2 if no calls are in your WQ

Value = 2 = become member of WQ 2 if just 1 call is in your WQ

Value = 6 = become member of WQ 2 if less that 6 calls are in your WQ (from 0 to 5)

Calls in 2nd WQ

If enabled a number (threshold) of calls can be defined using the slider. The value of the slider is indicated as number also in the left side if the slider.

If the number of calls in the 2nd WQ in higher than indicated you will become member of the 2nd WQ and receive also calls from the second WQ.

Examples:

Value = 0 = if just one call is in the 2nd WQ you will become a member of the 2nd WQ (but this call you will skip)

Value =1 = become member of the 2nd WQ 2 if at least two calls are in the 2nd WQ

Value = 6 = become member of the 2nd WQ 2 if more than 6 calls are in the 2nd WQ

Priority

The priority choice define the behavior of the system when thresholds goes below.

Example:

Setup for calls in my WQ = 2

Setup for calls in 2nd WQ = 4

In my WQ are 3 calls (so you are member of the 2nd WQ) and in the 2nd WQ are 6 (even for this condition you are member). Now in myWQ the calls go down to 1.

If priority is set to my WQ you are no longer member of the 2nd WQ.

If priority is set to 2nd WQ you will stay member until even the number of calls on the 2ns WQ are minor then 5.

Note that the issues of the 2nd WQ are only active if in the iQM server a 2nd WQ is defined, otherwise this feature if off. Note also that the Agent must be a dyna group member of the 2nd WQ.

Application Louncher

Show lounche button

If flaged the relative button is displayed on the user panel. If pressed the application indicated in the lounch path will be called.

Lounch Path

In this text field the path to a application can be indicated. Please note that this field is a free text field and can contain any type of text.

The four keys “Set myPBX”, “+Language”, “+User” and “+Password” (and the indicated password) will just simplify your job in case you want start myPBX. Probably that is not the real task you want, anyway is shows how it works. If you enter for example “excel” in the Lounch Path filed excel wil start if you press the relative key in the user panel.

Add calling number

If checked the calling number will be automatically added when lounching.

There are 3 methods in adding the called number: “add as argument” try pass the parameter as argument, “add instring” adding to the text the number separated by the sign indicated, “write in a file” will write the number in a file called “myCall.txt” and calls the application.

Example1: if in the launcher is indicated “http://x.y.z.w./mysample/myProgramm.php”, the option “add instring” is selected and a “/” is indicated in the “add instring” text field and the extension 1234 call the agent iQM tries to start http://x.y.z.w./mysample/myprogramm.php/1234.

Example2: if in the launcher is indicated “Spiegel.de” a browser will start and open http://www.spiegel.de.

Debug ON

If checked a log record will be written in the iQM log file each time a lounche is done. Usefully in setup, please switch of in normal operation because the log file will be filled unnecessarily.

Password for Phone

If the filed “Password for Phone” contain the PBX password of the user clicking the “my” button an automatic login is done.

Security Warning

Using this feature imposes an inherent security risk. Keep in mind that both the user name and the password is in any case sent in clear over the wire. There is no way to work around this issue. But at least the information is not kept in the browsers history file.

Save setup local

If flagged the (this) setup will be stored in the directory where iQM Agent is running, if not flagged in the user directory. This flag must be on in case of Hotdesking or if several iQM Agent sessions should be run on one single PC.