Howto:IQM Server

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See first the related article.


The innovaphone PBX-Queue Monitor (iQM) is an application to monitor a Waiting Queue (WQ) and agents in an innovaphone PBX. 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. iQM supervise one single WQ but many agents on it; anyway it is possible to view also many WQs on the same PC starting more iQM sessions.

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.

iQMagent and iQM is therefore a client-server application. In this section is explained in detail how the server is working while a description of the iQMagent client you can find following the link in the section "Related Articles".

Please check in "Related Articles" new and additional features!


Contents

Applies To

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 02-00027-004.

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

Developed and tested on Version 9 and Win7, works also with Version 8 adn Windows 10. (no Windows XP support!). Even the client software run just on window OS. The Server works also on Windows Server 2008 R2 (server versions not recommended).

Please note that the „iQM Sever” has not to be a real Server, a normal PC is sufficient.


The description refer to iQM Hotfix 12

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


More Information

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.


image: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:

image:IQM021.png‎

The common basic operating questions for a supervisor (and/or the agents) are:

  • How many calls are in the Queue?
  • 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.

Next interesting questions are:

  • 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.

In managing agents statistical counters are even an important issue:

  • How many call where processed this hour/today/ this month?
  • 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. 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.

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.

System Overview

iQM can be displayed in two sizes: Large and small. But all views and setups con also be displayed on a iQM client if configured as dashboard an iQM admin. The following picture shows the large ans small iQM server display and the dashboard view, please note the tab “iQM” (appears if iQM admin flag in the iQM client is switched on).

image:IQM N 01.png


iQM can also be minimized and executed in a task bar:

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.

The positions on the screen of all Windows in the iQM world (except the setup ones) are stored and therefore when the application is started again you will always find the windows where you leave them.

The storage is done when you close the application or you drop them on a new position. iQM also detect if a second screen is active or not.

If you start iQM on a extended desktop and after a reboot you will not switch on the second monitor iQM will appear on the main, and not on the extended screen.


Note: Different software versions could have also some minor modifications in user layout: we do not always renew the pictures, just if significant layout change is done or the describe function is not in the picture.

Real Time Call Indicator

The most important issue are the real time status counter:

image:IQM005.png‎

“waiting” : 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” : 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”.

“abandoned” : 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. You will find those 3 basic counters (waiting time, calls, abandoned calls) anywhere in iQM.

In Threshold panel 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:


image:IQM006.png‎

In the example the warning time threshold was set and surpassed.

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

iQM is full with real time and statistic counters. There are displayed over 70 of them, but all panels are identical.

Basically on the iQM server windows shows counter counting in real-time, like the one showing the actual hour or the actual month. Others, like the past hour or last month, can be considerate “statistical” one.

Anyway al Panels the have all the same number of counters.

All counters shows in the headline the measuring time period, “actual hour” in our example. On top some counters shows in the headline additional information like the actual day (from 1 to 31) or the actual month (form 1 to 12).

Therefore the description of one counter panel describes all of them; the following example and description is done using the today counter panel.


image:IQM N 02.png‎


The matrix consists of three lines and three columns. A certain counter is therefore described from its position: the first counter in the upper left corner is therefore the “Total Duration” Counter.

The columns show the Total, Peak and the Average value.

The three lines follow basically the tree main counters: Duration, Calls and Average.

Line Duration: Displays the time in seconds accuracy (days, hours, minutes, seconds for the sum, minutes, and seconds for peak and average value).

Line Calls: number of calls, peak = number of concurrent calls in the Queue, average = number of average calls in the Queue.

Line Abandon: Displays the number of abandon calls. This line is slightly different to the first two, the first counter shows the number of abandon calls and nearby the percent number of abandoned calls to number of calls (abandoned/calls *100). Please note that the percent number of abandoned calls is indicated with 99% if 100% is reached. The following counter is the peak counter for abandoned calls while the last one is the average waiting time for abandon calls. In other words this counter shows how long caller waits in average before they hang up.

Once understood how a counter panel is designed let’s look again to the entire panel.

The feed for counter are the three main conters:

image:IQM N 03.png‎

Many times the Abandon Counter is the one not really clear to the customer, even if his behaviour is quite simple: each time a caller gives up this counter will increase. “giving up” or “abandon” means that the remote calling party release before the call was answered by an agent. Please note that the iQM does not distinguish if the caller gives up waiting in the Queue or in the situation where a phone was ringing: in both cases the counter of not served calls will increase. Also in the Queue statistic CSV counters (see relative article) the abandoned calls are the one “not served”. In the Agent Statistic however the “abandoned calls” are the one not served of this agent, so his phone was ringing but he did not answer and the caller gives up.

While these concepts are simple and easy to understand the real time online counter is tricky. Imagine there is just one call, the number of calls is therefore one and the time is counting up. Now the caller gives up, therefore the counter of abandoned calls is increased. But the online real time counter is still zero:

image:IQM N 04.png‎

Now there are two calls in the queue and one gives up. Again the abandoned calls counter is increased while the real time abandoned counter shows one call abandoned. If also the second call terminate (caller gives up or the call was answered) the abandoned realtime counter shows zero.

image:IQM N 05.png‎

In summary one can say that the realtime abandoned counter will show zero if there are no calls in the queue while he shows abandoned calls during calls in queue. In fact there is no logical reason to show “storical” abandoned data in a realtime counter.

Please note that the agent view will show “storical “ abandoned calls in an abandoned call list where the caller can be called back. See relative article for details.


Reset panel

A particular counter is on the reset panel; this counter works similar to the trip counter in a car. The reset panel 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:IQM N 06.png‎


In the panel headline is displayed date and time of the reset. After a reset subsequent calls are counted immediately again.

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.


Thresholds

Thresholds 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 exactly when and how often.

Like for counters also for thresholds the type of events are the same:

• “time” means “longer than xx seconds waiting time”

• “calls” means “more that xx calls in the WQ”

• “abandoned” means “more than xx calls abandoned (during calls are waiting).


Each event (time/calls/abandoned) has a warning and an alarm threshold. The behavior is completely different. A warning is just a optical issue to advice agents that a critical situation is in progress. A alarm will write al log file, advice playing a warning tone and send a e-mail if requested.


image:IQM N 07.png‎

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. 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.

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.

Note: each of this setting will be saved if you stop iQM correct and restored after start-up.

Once armed a threshold the tooltip of the button will no longer show the help text but the timestamp of activation. If the alarm is disabled the timestamp of the off switch is displayed in the tooltip (Example: “Armed at 12.1.2012 12:44”).

To activate an alarm threshold press the “ARM” button, 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.

If an alarm threshold is detected the following actions are executed:

• The label of the button changes from “Set” to “Alarm” • The button begin to flash (in case of restart if iQM 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. • If configured a e-mail is send to the system or call-center administrator

In case of calls and abandoned calls each call further the threshold will cause a new record and update.

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. See section data logging for details.

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 MOH 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 as show in the example above.

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.

It is also possible to play any wave file instead of the build in MOH. In the setup can be defined the file to play, blank = default=MOH. If iQM is not able to play the file a relative error message is recorded in the iQM log file.

Alarms can also be cleared automatically after a timeout. To activate automatic alarm clearing open the setup and put a timeout in seconds in the field “Alarm auto reset”. If left blank the feature is switched off. Automatic alarm reset quit the alarm (the label of the alarm button will be again “set”), switch of the blinking mode and stops the reproduction of the audio file if played. The follwing picture shows the relative setup in the iQM setup.

image:IQM N 08.png‎

Alarm events are stored in the same directory than the other counters and also the fields 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 the format of the records:

23.02.2011 15:49:50 alarm:time cnt:0001 thshld:001 val:01

23.02.2011 15:50:02 alarm:call cnt:0002 thshld:01 val: 1

23.02.2011 15:50:05 alarm:aban cnt:0007 thshld:01 val:01

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 following picture shows the source of the data in the logfile.

image:IQM N 09.png‎

A mail alarm message will have the same format. The following example shows the alarm e-mail transmitted because the threshold of 1 call was reached.

Object: iQM-Report thresholds
Contend:
26.08.2011 17:28:18 alarm:time cnt:0001 thshld:001 val:01
Automatic generated report - Do NOT answer!


Data logging

Please note that CSV Data logging of Agent activity and Queue Data is describied in a separate article, se links.


iQM writes different Log and configuration files. The filename of all those files starts with “iQM” (for example “iQM_Event_Log.txt” for the event log file.

The directory (the path) of those files can be indicated in the setup, if not indicated (blank) all those data will be saved in the windows system environment folder path. Typically that directory is “user/AppData/Roaming”, anyway in the setup the actual path for log files is displayed.

Actual day counter:

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. Actual hour counter:

iQM can also store the hour data panel 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. Reset counter:

Each time the reset button is pressed the counters of the panel are saved in an annual reset log file.\ 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 files are plain text files and can be read with an editor or imported in external application like Excel, Access etc.

Each line or record 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.

In the following example you can see one record of the daily log file (CSV = |) :

19.10.2016 17:00:00|0000.00:03:50|00:44|00:16|000014|002|001|00014|002|99|00:12

The fields are:

• Timestamp (19.10.2016 17:00:00)

• Total waiting time(0000.00:03:50)

• Peak waiting (00:44)

• Average waiting (00:16)

• Total calls(000014)

• Peak calls(002)

• Average calls (001)

• Total abandoned calls(00014)

• Peak abandoned(002)

• Percent number of abandoned calls(99)

•Average waiting time for abandon calls(00:12)

See counter chapter for description of meaning of the single counters (fields).

The following picture shows the source of the data in the logfile.

image:IQM N 10.png‎



System Log file:

iQM report in a log file all major system events like start-up, errors etc. 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.

Other operational files:

You will see also other iQM files where are stored the following data:

iQM_Regional: contain language data (see chapter “localization”).

iQM_Setup: contain the xml-setup data.

iQMAH: contain all xml counter data (saved in case off shut down to resume after startup).

iQMParameter: xml alarm parameter and data.

iQMPos: Position of the iQM window on the screen, updated each time the window is moved.


Note: All files concerning Agent data (client) will start with “iQMagent”.

e-mail

iQM can transmit to a e-mail account the following messages:


• each hour at xx:00 the hourly counter data

• each day at 00:00:00 the daily counter data

• if the reset button is pressed with the reset data

• a warning e-mail if an alarm is fired


Therefore exchange (or your e-mail system) can be used to archive data, but also as an alerting platform.

“From” will be always “iQM”+@your_mail_system.

This is default if you leave blank the field iQM ID in the setup.

Some customer runs more than one single iQM and so they have to distinguish between the iQM’s also in the e-mail.

If you indicate in the setup under iQM ID an alphanumeric ID (in the example in the section installation is indicated a “3”, but it is also possible put in for example “Sales”) it will be also indicated in the e-mail:


image:IQM051.png‎


The Object field will be for example:

“iQM-Report from Reset – 26.08.2011 11:51:21”

Note that the indicated date/time in this case is not the actual one but the one displayed in the headline of the counter.

Here a example of the content of that e-mail:


time          	26.08.2011 17:05:37
waiting total 	0000.00:02:44
peak          	00:23
average       	00:06
calls         	029
peak          	02
average       	01
abandoned     	027
peak          	02
average       	93%
average       	00:04
Automatic generated report - Do NOT answer!


Basically are transmitted the relative Counters.


Data processing

Customers require all type of reports from the raw CSV data.

All csv data can be easily imported in a Excel sheet and processed. The only thing to observe is never open a iQM CSV file in the iQM storage directory. Excel will look the imported or opened file and therefore all writing in those file form that moment on will fail. The iQM server will report that in the log file, but the damage is done and data will be lost. There are two ways to access to the iQM CSV and Log file:

• Transmit data via mail, in this case you can open the attached file without thinking further.

• Copy the file in a working directory and work on that copy file.

Excel allows you to import files and in the import definition you can define the CSV character. If you use space Excel will use that as default. Once imported you can add formulas, hide ore delete rows and perform any type of analysis, doing graphs and more. Excel has a macro recorder working, so a specific setup can be stored and played again. A text file can reloaded and then start the macro and all the calculations, markings and any action will be performed automatically. In this way it is not necessary repeat each month manual dat.

Here the copy from the MS Help:


Applies To: Excel 2016 , Word 2016 , Outlook 2016 , PowerPoint 2016 , More...

The Developer tab is not displayed by default, but you can add it to the ribbon when you want to do or use the following:

•Write macros.

•Run macros that you previously recorded.

•Use form controls in Microsoft Excel.

After you show the tab, it stays visible, unless you clear the check box or have to reinstall a Microsoft Office program.


Show the Developer tab

•Click the File tab.

•Click Options.

•Click Customize Ribbon.

Under Customize the Ribbon and under Main Tabs, select the Developer check box.


The following Excel Sample shows how it works (on win10, Excel 2010, no clue what or how other versions works or not).

Media:IQMHourDataMarcoSample.zip

Unzip and open the Excel and allow the execution of Macro. Then import an iQMHoutData CSV File, use separator to put all data in single columns.

After importing the raw data the Excel sheet shows for example like this:


image:IQM N 12.png‎


Select now developer tab and Macro, select Macro1 and play.

The Marco performs the following steps:

• Insert 3 header lines

• Format cells width and text alignment

• Write cell header

• Put in sum (total) in header

• Put in a Filter in Date


The output of the Excel file is immediately as described with one single click.

If for example just October is selected in the filter the result could be like shown the following picture

image:IQM N 11.png‎

Using Excel and the Macro tools also the CSV Agent and Queue Data can be shown and displayed in any way and added al type of additional calculations, lines and columns.

Feel free to add keys or enter code in Visual Basic to adapt the output to the result your customer want.

For additional information see relative documentation an Excel in the Web or Microsoft.

Real time agent indicator

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

image:IQM015A.png‎

“agents” 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.

Please note also that user in the secondary group of a WQ are also counted as “agents” (but the usually are never “logged”.

“logged” indicate the number of the actual in the call group logged agents.

“ready” 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” indicate the number of agents logged but not ready (handset lifted, in call or in ringing).

“ringing” 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.


Agents can be displayed also in detail pressing the agent key (visible only if the large screen is open):


image:IQM022.png‎

Do not confuse that view with the iQMagent client view, even if similar it has nothing to do with client. In fact that display is viewed on the iQM server and cannot be modified (see Client section for details on the iQM client).

The agents are displayed in a table and the size of the window will be adapted automatically. Counter ready (AG03), waiting (TC01), calls (CW01) and abandoned (CA01) are replicated form the iQM main window. The table shows is real time the status of each agent, his name (cn in the PBX), if he is logged to the primary group of the WQ, his status and if there is a present status on. The key “min” will just close that window.

Wrap-Up Time

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.

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.

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:

image:IQM016.png‎

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.

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

If the general wrap-up is switched off also the individual override is automatically switched off.

Do not confuse this feature with the same one realized directly in the WQ (innovaphone PBX version 9 or higher). That wrap up is based using the presence status. If a presence status is on no calls will be processed and the WQ can set automatically a presence status if a user received a call. So what is the difference?

Using the innovaphone PBX wrap-up feature instead of the iQM one means:

• wrap-up time even if iQM is not running.

• wrap-up just if a call is incoming from the WQ (but not if the agent is doing outbound or other calls).

• Just one general wrap up time for all agents.

• Wrap up cannot be modified from the user.

• No realtime indication how many user are in wrap-up.

• works only if IQM monitors one queue, no 2nd queue monitoring.


In some cases it could be better use the build-in wrap-up and in other not: at the end depends just on the customer, both methods can be used without restriction and even combined.

IMPORTANT NOTE: If you want to use the WQ Round Robin property then you should use the WQ built-in wrap-up ("Presence disables Operator" and "Set Operator Presence/Clear after")

Running iQM

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. 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”. 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.

If in the setup (panel “Layout”) is flagged “Always in foreground” the window of iQM will be always in foreground and all other windows automatically in the background. Minimized execution is any way possible.

Note: If the iQM (server) is stopped also all clients will stop working!


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.

image:IQM009.png‎

The red “Mute” button stops sound warning (this button will appear automatically only if applicable. See description in section “thresholds”). 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.


About

If you click on the innovaphone logo on the iQM Window the about info is displayed.


Known Problems

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 XML file named “iQM_setup.XML” 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. Do not assign a password to a agent user, because iqm can not take information ore change usersl with a pw.

Related Articles

Reference9:Concept_iQM_QueueMonitor

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