Howto:Queueboard - MediaRunway - Partner App
Product Name
MediaRunway Queue Board
Certification Status
This App is listed due to a customer testimonial. No tests have been conducted by innovaphone.
This App has been listed April 2023.
Category
Call Statistics, Call Monitoring Systems
Vendor
MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.
Description
Queue Board myApps App is an easy way to improve the quality of your corporate communication by using this app to get an overview (live and the supervisor also historical) of the waiting time and the number of callers of a waiting queue. You can see how many callers and after how long these callers gave up the wait. Give each individual team member (call agent) and the supervisor an easy way for all team members to log in or out of the group. If you want to keep an eye on several waiting queues at the same time, no problem for user ans supervisor. The information can just as well be viewed mobile on a smartphone. In addition, the following can be configured in the app: wrap-up time, how active agents are counted, alarm thresholds and the resetting of values. A supervisor can also be a call agent at the same time.
MediaRunway - About this application
Functions
| dark mode | light mode |
|---|---|
 |
|
Admin app
For configuration to could monitor one or more waiting queue(s)
User app
For a normal team member
| Overview of all waiting queues where the user is member of | Details of the waiting queue which the user clicked on, in the overview list |
|---|---|
 |
|
supervisor app
- show one or more waiting queue details parallel in columns
- per waiting queue
- statistic tables
- charts
- statistic export
Waiting queues in columns
Waiting queue charts
dashboard app
For a big Flatscreen
wrap-up time
Wrap-up time: Time which is required after a call. Typically this time is used to fill in forms, make notes or have other calls clarify the case. The person is not available for another call during this period. However, if the user finishes earlier than the time available to him/ her, the user can immediately make himself/ herself available to take the next call by clicking on the hook. Should the user need more time then the configured wrap-up time, then the user could click on the refresh button to get the configured refresh wrap-up time to get the work done. The refresh button is inactive up to the time the configured refresh wrap-up time is reached. So that a user is protected to shorten the wrap-up time with a click on the refresh button. The hook button will first be activated if the agent has end a call and the wrap-up time starts.
In Queue Board 1.0: If the Queue Board Admin has set the "Wrapup-time in sec." to "0" then the wrap-up time element will not be shown in the user app.
Licensing
- with Queue Board 2.0 the licensing changed to this licensing model.
- See description where to add the queue licenses
- The users must be assigned the user/supervisor app-license
Prerequisites
For that app, you need no extra windows server or client software, only the myApps plattform and the myApps client (installed or open in a browser).
You have a waiting queue configured in the pbx and also a group and group members for that waiting queue. The group name for the group members should only use for this waiting queue, because if the same group name will be used for another waiting queue, then the user will dyn-in/ dyn-out for more then one waiting queue. But one waiting queue could have more then one group configured, for example to differentiate the users of the primary group from the other users. But that is not special for this Queue Board App, it should only remember to the basic innovaphone admin knowledge.
Versions
With Queue Board Version 133013 sr8 the Queue Board 2.0 starts. And Queue Board 2.0 has multi queue functionality. With this Version the licensing changed to innovaphone licensing. The service release number is smaller then from the last Queue Board 1.0 Version, because the innovaphone sdk sr8 is used, so that also older Systems could use the Queue Board 2.0.
Compatible innovaphone firmware versions
- MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
- innovaphone V13r2
- innovaphone V13r3
- MediaRunway Queue Board 2.0 (133x1x sr8)
- innovaphone V13r3
Application versions used for interop testing
- MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
- innovaphone IPVA V13r2sr18
- innovaphone IPVA V13r3final
- MediaRunway Queue Board 2.0 (133x1x sr8)
- innovaphone V13r3
Configuration
In the next picture are the relations between the Queue Board admin app, the Queue Board user app and the innovaphone waiting queue administration visualized:
Explanation of the three topics marked in the picture above:
1) if in the waiting queue configuration is the checkbox for "Presence disables Operator" marked, then the switch in die Queue Board admin app is set to inactive
2) if in the advanced waiting queue configuration is a "Clear after ___s" set, then in the Queue Board admin app the "Wrapup-time in sec." and "Wrapup-time refresh in sec." will be inactive. The wrapup-time which could configured in the Queue Board admin app is independent of the advanced waiting queue admin ui. So if you set a wrapup-time in the Queue Board admin app, this time will not set the time to the pbx waiting queue object. A wrapup-time comparison: Currently the wrapup-time of Queue Board will only work if the user has the Queue Board user app started, if not no wrapup-time will start. If a "Clear after ___s" is set in the advanced ui, then this time will work always but no refresh action (button) for the user exists and no user in that wrapup-time could currently count in the Queue Board user app.
3) if in the advanced waiting queue configuration the checkbox of "Operator connect for SOAP" is marked, then in the Queue Board user app a call which is connected to a agent will be shown as waiting. So we recommend to do NOT mark the checkbox "Operator connect for SOAP", if the waiting queue is configured in a Queue Board admin app.
Alert and pre-alert tresholds
Waitingcalls
The pre-alert value should be smaller then the alert value, because the alert is a maximum value.
Ready team member
The pre-alert value should be greater then the alert value, because the alert is a minimum value.
The quantity which could set for alert and pre-alert depends on the two switch settings in the Queue Board admin app at [How to count "ready agents":].
Grant access to APIs
- Shows the needed api access rights of the Queue Board pbx APP object in the advanced admin ui.
- And in the input field "Licenses" you have to enter the number of licensed waiting queues.
Installation
The steps of the installation process are the same as described in this article only with different names. You have to install the app, add an app instance, and the app objects.
Contact
| MediaRunway GmbH & Co. KG |
| Venloer Str. 8 |
| D-41569 Rommerskirchen |
| Tel: +49 2183 80628-0 |
| Mail: myApps-sales@mediarunway.com |
| Support: myApps-support@mediarunway.com |
| Website: MediaRunway.com |
For any questions please refer to our contact page.