ReleaseNotes8:IQM

This roadmap describes the 2012 iQM.

This article is generated automatically. Do not edit! Please see the disclaimer before using the information presented here!

2012 Hotfix 1

Changes included in Version 2012 Hotfix 1 Definition

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).

Full path to CF - Build 80070

Status	Closed
Id	145031

From Build 80070 on it is also possible indicate the entire path in an additional field.

###144694###

New Feature Colored Agent/Comand line/Remote control

Status	Closed
Id	146148

Build 80074
See:
http://wiki.innovaphone.com/index.php?title=Howto:IQM_Colour_Agent_Table
http://wiki.innovaphone.com/index.php?title=Howto:IQM_command_line_arguments
http://wiki.innovaphone.com/index.php?title=Howto:IQM_remote_control

iQM as a Service

Status	Assigned
Id	146652

Requires Build 80075 or higher

Login Counter

Status	Assigned
Id	146664

Build 80077
When an agent answers a call and an individual or general wrap up is switched on, the agent is immediately logged out from the group. This is done because checking out the Agent at the end of a call can cause wrong status if heavy traffic is on the PBX. A possible even small delay in checking out just at the end of the call can force a call to the agent and no wrap up is observed.
This changes in the previous builds changes also the meaning of the counter ?Logged Agents?, because if an agent answers a call he is immediately booked as not logged.
Some customers want know in any moment haw many agents are logged excepted the agents in ?real? wrap up time. This build will do that and not count down the logged agent number after answering a call (even if they are technically no more in the group?), just if the agent is in the real wrap up.
On top the main iQM window shows a counter that summarized logged and agent in wrap up, therefore at a glance the number of ?active? agents in the group is displayed.
Even in the Agent view the behaviour of the logged counter is modified as described. In the Dashboard view an additional counter and graphical bar is displayed showing the logged user (like the new counter in the main display).
###142493###

Build 80071 New Feature

Status	Assigned
Id	147389

- http://wiki.innovaphone.com/index.php?title=Howto:IQM_LDAP#Enhanced_Queue_display

http://wiki.innovaphone.com/index.php?title=Howto:IQM_Agent_Hot-desking:

-Automatic log in/out if iQM Server is stopped
-Login/out if registrations change
-Following myPBX

http://wiki.innovaphone.com/index.php?title=Reference9:IQM_Agent_Setup:
-Allow login/out on other Agents
-Swap DD/MM
-Disable Check in/out buttons
-Hide abandoned/recall list
-Hide unregistered Agents
-Colour Agent table
-Minimized just Main View
-Threshold Warning missed Calls
-Work as iQM Admin
-Stop iQM Server
-Sound file
-Login as Start-up
-Logout at Stop
-Logout if not registered
-Login if registered again
-Launch installed myPBX

Call Back Requests without drive mapping

Status	Assigned
Id	147447

Up build 80081 there is no more drive mapping, the access to the CF is done via http.
###146591###

iQM Agent speed dial key

Status	Assigned
Id	148541

See relative Wiki article

iQM on Large PBX

Status	Assigned
Id	148593

-

CFU and Wrapup form WQ

Status	Assigned
Id	150788

If an Agent set a CFU and in the setup of the WQ in the PBX the flag ?CFU disables Operator? is checked the iQM consider the agent not in Group (even he is a member). The feature cannot be switched during operation because the iQM read out the WQ parameter just during start up. If the flag is not set in the PBX the iQM works without taking care of the CFU. ###149363###
If in the PBX the flag ?Set Operator Presence? is checked the iQM will no longer activate the internal wrap up but following the Queue wrap up. The individual wrap up and switching on/off the wrap up is disabled. The warp up time is synchronized with the PBX, so if the time is modified in the PBX the iQM will follow. The Dash-Bord will also following that operational mode. Please note that for a complete correct operation also the flag ?Presence disabled Operator? has to be switched on.
If the flag is not checked in the PBX the iQM works using internal warp out as before. ###146471###
Build 80094