ReleaseNotes8:IQM

This roadmap describes the 2012 iQM.

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2012 Hotfix 1

Changes included in Version 2012 Hotfix 1 Definition

Excel

Status	Closed
Id	117794

If Excel logging data are transmitted via email the relative attached excel file is "release" just after a certain period. The reason is that Microsoft holds a file busy if not explicit declared as free in the software until a garbage collect routing will force releasing. The result is that an error occurs because iQM receives the error message that the file is used by another user. Fixed in Build 80014 forcing release after sending.

Agent View on iQM Server

Status	Closed
Id	119792

Agent view window in iQM server was oldstile and not well sincronized.
Fixed with build 80019
See also ###119069

Error in Excel processing

Status	Closed
Id	123766

For older Excel versions a dll was missing, that caused different types of Excel errors.

Solved with build 80025

See ###123441

Phone not ok

Status	Closed
Id	123767

?Phone not ok? is detected even if the agent phone is registered.
Solved with build 80025

See ###123594###

Wrap up time

Status	Closed
Id	123769

Up to this version this is done at the end of the call, but if in this moment there are other calls and/or heavy traffic or a slowdowns in the PBX and/or the iQM it could happen that the call is ?faster? than the logout of the group and the phone rings.
From build 80025 on the logout is done when the agent answers the call.

See ###121235### and ###122985###

Total waiting time wrong for abandoned calls

Status	Closed
Id	124456

If calls in the Queue gives up the total waiting time is not added correctly. This happens just for call giving up in the queue, not if the call is the first (actual) one. Even the Excel statistics shows wrong data, but in this case the waiting time of abandoned calls is not count at all.

Solved in Build 80027
See also ticket ###122592###

Excel and Node

Status	Closed
Id	124522

Excel functions still not work in some installations, basically because a excel dl list not installed automatically. If the dll is present because e newer excel in installed the system recovers and anything works, in older excel installations not. See also ###123441###.
If Agents are working in nodes the wrap-up will not word. This is because the relative routines are e164 instead of CN bases. See also ###124419###.
Both issues solved with Build 80030.

Position Dashboard and lounch parameter

Status	Closed
Id	124905

If the Dashboard is minimized and the Agent Software terminated after a new startup the position is invalid and the window not visible.
The parameter Ad-String in the setup for the Agent is not saved correct, therefore after a restart the option is again disabled.
Fixed in Build 80031, See also #124825

Queue Name - Phone not ready - Excel

Status	Closed
Id	125760

If the Queue name is shorter than 3 digits it is not recognizes as valid. Now even one digit names are accepted. ###125280###
IP Phone where detected as not ready even if they are fine.
Average waiting time in the first resuming tab is wrong in the detail lines. Can be adjusted modifying the Excel formula, for newer month this is done automatically.
Excel: wrong header labeling (row F and I inverted)


Fixed in Build 80035

Automatic Report

Status	Closed
Id	125828

Bug: Sending reports automatically works just for 6 times.
Solved with build 80036

Restore Counter

Status	Closed
Id	133161

After a start counters are loaded from a file. This file is written when the iQM is stopped. The loading was done without check the actual date and time. Therefore real time counters could start with wrong values. Now form Build 80046 on the counters are restored in function of the actual time and date.
See also ticket ###131743###

Agent client shows cleared calls

Status	Closed
Id	133641

Build 80047 - 01.2015
Ticket #130735, 133256, 103355

Recall LIst

Status	Closed
Id	133710

Build 80048
Agent Recall List is now ordered by date and time

Agent View shows agents in group and Afgent list hide unreg Agents

Status	Closed
Id	122718

The Agent view shows also the number of agent in the group, not just the ready agent.
In the agent setup can be switched on or off the display of unregistred agent in the agent list.
Build 80023

iQM automatic excel report just for queue

Status	Closed
Id	123763

From Build 8.0025 on in the setup can be selected if the automatic excel report using exchange contains the waiting queue data and the agent data or just one of the two statistics.

see also ###119792###

Agents can be booked in/out group

Status	Closed
Id	124994

If enabled in the agent setup an agent can also log in/out in the group any other agent. So a supervisor can enlarge or stretch the group in any moment. To do these just do a double click on the status cell of the agent.
This feature is also available in the iQM server Agent view (without doing any setup). Note that there is a delay between the double click and the effective switching (some seconds).
If this feature is just requested for the agent just the agent version has to be updated, if also in the server Agent view the switching is requestet also the server version must be updated.
Available from build 80033 on.

Mobile Agents

Status	Closed
Id	126772

There is a new option in the setup, ?Allow Agent Forking? : If checked an Agent can even be a not registered Phone, if a Forking e164 destination is configured in this user object the iQM consider that Agent like a registered one. So if he is in the group he will become calls, and the counter ?ready? will also count hose dummy forking extension. On start up anyway the error ?no registered Phone? appears (the triangle in the agent count), to avoid that switch on ?No Unreg Warning?. In the Agent list instead ?UREG!? a ?UNREG/FORK? is displayed if idle. Wrap up etc. will work like on a ?normal? Agent user.

Fixed in Build 80039, See also ###124378###

Hourly Queue Status

Status	Closed
Id	127589

See
http://wiki.innovaphone.com/index.php?title=Reference9:Concept_PBX-QueueMonitor#Hourly_Queue_Status [^]
for details.
Requires build 80041 or higher

See also ###127258###

Enhanced Agent Recall list

Status	Closed
Id	132073

The list of the calls given up in the WQ is now updated in a different way. Same numbers (the same external user calls more than one time and gives up) are stored just in one line, the date/time of the latest call is displayed. If all 20 positions are full the iQM will overwrite first the jet recalled positions.
Each line can be cleared (deleted) even manually.
In the Agent view a threshold for free positions can be inserted (from 1 to 20). If the number of free positions goes under this threshold a warning triangle is displayed near the counter of missed calls in the list and the border of the counter becomes red.
See also ###103735###

Agent Group in/out just for calls from the WQ

Status	Closed
Id	142820

Build 80059
###142493###
Agent will be checked out from the group only if the call was originated from the Waiting Queue (previous version also if an agent was called directly).