Howto:IQM - Setup and Localization

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Contents

Installation

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. Please observe that the log and configuration data are saved in the application directory, just cancel all records beginning with “iQM”.

If you copy the entire directory where iQM is saving his data 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. From version 1.13 on the storage of the setup files changes: if you do not indicate a Log directory the setup is stored in the user application directory as in the previous versions. But if you indicate a directory the setup is together with the log files stored there. In addition in the directory where iQM was started a file “iQM_Logdir.txt“ appears whitch contains the path to the log and setup files. In this way it is possible to install in different directorys several iQM and operate all of them in the same moment. If you are not interested in such a setup just leave the path indication blank.

Note: Note: If you install on a PC several iQM remember to assign in the Setup for each different Port Number for the communication with the client. If you leave default port (and so the same one) the second iQM will crash after start-up.

Remember that if you indicate one a path the local iQM_Logdir file is created and to swutch back to the single operating mode you have to delete this file manually. Observe that all items have tooltips help and will explain the function if you drag over. The following picture shows you the example of the setup view:

image:IQM36x.png‎

Remember that even the license is not stored on the PC but in the PBX. Please note that form 1.41 on the setup can be protected with a password. If no password is configured the access to the setup is identical to the previous versions, just press the relative button.

If a password instead is configured if you press the setup button a password window appears.

image:IQM60.png‎

Enter the password and press the setup button again to access.

Observe that actual versions of iQM are available in the downlaod area in directory "unofficial builds".

Multiple iQM on one single PC

If you have to install more iQM server on one single PC you have to observe some hints.

iQM stores his setup data in the user roaming directory of the PC. So you can install more iQM if you active more user. The only thing to observe in this case is the Port number for the client communication, must be different for each iQM.

But customer usually want run more iQM on one user, so see “in the same moment on the same screen” more iQM windows. No problem to do this, here is how.

In the setup of the iQM in the Panel “DATA LOGGING” can be defined the actual path of log files. Well, not just log files but even the setup files will be stored there if indicated. If you set a log directory this path will be written in a text file located in the directory where iQM is running. When iQM will start and find such a file he will search setup data in the indicated path (and not in the user rooming directory).

Example how to install 2 x iQM:

- Create 2 directory, iQM1 and iQM2

- Copy the iqm.exe file form the directory “programm/innovaphone Queue Monitor/” in both new created directories

- Start in the directory iQM1 the iQM.exe. Set all parameter and set the path for logging on iQM1. Set the iQMagent client port to 9091 (remember that after even the iQM agent for iQM1 must be set to that port).

- Stop iQM1/iQM.exe

- Start the second iQM.exe in the directory iQM2

- Set all parameter and set the path for logging to iQM2. Check that port is set to 9090 (or anyway not to the same port than the one indicated for the first iQM)

- Stop iQM2/iQM.exe

- Now you can start both


Configuration

First of all configure your innovaphone PBX. iQM loads during the start data (for example from 1.54 on the name of the primary group) from the PBX, therefore it is necessary do first the innovaphone PBX WQ setup. The following steps regarding the PBX are described just to give you an idea how it typically works. You have to create a WQ with all the setup and parameter as usual. Note: Please switch on the option "Operator connect for SOAP" in the Queue Menu of the WQ. From version 1.21 on a warning message will be displayed. Do not flag the option "Hide from LDAP" in the WQ object (supported from version 1.22/build 8034 on). Do even not hide Agents from LDAP.

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.

From version 1.54 on it is not longer necessary indicate the group name in the iQM setup, that information will be read out automatically from the PBX during the start up.

If iQM found a PBX object that has the name of the WQ indicated in the setup, but it is not a WQ type the message “Warning: user xxxxx found but type is not a waiting queue!”

If a valid WQ element is found iQM read out the relative primary group. If no primary group is found follwoes the message “Warning PBX: Primary Group found = --none--!" while if the active flag is not set the message "Warning PBX: Primary Group not flagged active!" is displayed.

That all works for both, the first and the eventual 2nd WQ.

All described warnings are always even logged in the error log file of iQM.


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).

In case of a primary and an overflow group the behavior is the following. When start up iQM read out from the PBX all group names associated to the WQ. Then search all user in those groups and consider them as Agents. Therefore the agent counters include agent of the primary and overflow group. Features as wrap-up are applied to all agents (of course just if a agents is in the group as “dynamic”). Please do not assign more than one dynamic group to a user because the wrap-up becomes issue will in this case be instable.

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. 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.

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.

The following picture shows you at a glance the entire setup, iQM and PBX. This picture will also appear if you pres the help button in the iQM setup:


image:IQM23.png‎


Note: in the example the innovaphone PBX works on the ip-address 172.16.88.99:8000 (so the pbx is working on the port 8000). Typically there is no port number, so indicate just the ip- address of your pbx.

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”.

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.


Note: From version 1.11 on (Build 8026) also Dynamic PBX are supported. If you want to supervise a Queue in a Dynamic PBX you have to insert the ID Number of the Dyna-PBX.

Note: From Version 1.34 on also https sessions are supported. The relative flag has to be selected in the setup. The https port 443 can be indicated or not (works in any way). Remember that also in the PBX/Service section https has to be set.


Note: The lenght of name of the group must be longer then 2 digits!

Note: The name and the long name in the PBX must be the same! If not no Wrap-up is possible.

CFU (Build 80094)

If an Agent activate 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.

Wrap-up (Build 80094)

There are two operational modes for the wrap up, the iQM can log out an Agent after answering and log in the Agent in group again just after call-end end wrap up time expired.

The second way is doing wrap up in the PBX. 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 wrap up time of the iQM is synchronized with the PBX wrap up time, so if the time is modified in the PBX Queue 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 wrap up.

Download

The installation files for iQM are available on V8 download page, in the section apps. Please note that actual versions are available also in the download area unofficial builds

Languages (Localization)

From Version 1.66 on languages in iQM are handled directly in the innovavphone developer translator tool. No customization can be done by you.

There is German, English, Italian and French available, other languages can be added, contact innovaphone sales.

The language can be selected in iQM server and iQM Agent setup.


Known Problems

  • Problem: Queue Monitor Agent truncated
    • Description: It could happen that the Queue Monitor Agent window is truncated. The effect of this issue is, that the 2nd waiting queue information are missing. The reason for this is the screen resolution setting in windows.
    • Solution: To solve the problem, the screen resolution adaption must be switched off (set to 100%) in windows system settings.
  • Problem: iqm becomes slow
    • Description: 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.
    • Solution: 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.
  • Problem: Configuration storage fails
    • Description: There are reports that storage of configuration data may fail. Most likely this is caused by enhanced security features in Windows 10 Version 1709. Default directory at C:\Users\<user>\AppData\Roaming\ can be accessed for write operations with admin rights only.
    • Solution: start iqm as administrator.

Related Articles

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:Concept_iQM_QueueMonitor

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