Howto:Queueboard - MediaRunway - Partner App: Difference between revisions

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==Certification Status==
==Certification Status==
<!-- do not remove comment. Will be added by innovaphone upon document check, app availablity in innovaphone-appstore & operational check -->
<!-- do not remove comment. Will be added by innovaphone upon document check, app availablity in innovaphone-appstore & operational check -->
{{Template:Compat_Status_referral_product_new|type=App}}
This App has been listed April 2023.


==Category==
==Category==
<!-- Do not change this section and do not remove comments. Will be set by innovaphone upon document check -->
<!-- Do not change this section and do not remove comments. Will be done by innovaphone upon document check -->
<!-- {{Category:3rdParty product categorie to be filled by innovaphone}} -->
[[Category:Partner_Apps|{{PAGENAME}}]]
<!-- [[Category:3rdParty product categorie to be filled by innovaphone|{{PAGENAME}}]] -->
{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty_Reporting_/_Monitoring|{{PAGENAME}}]]


==Vendor==
==Vendor==
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<!-- MR-TODO: Max. 3 sentences describing the general functionality of the app. -->
<!-- MR-TODO: Max. 3 sentences describing the general functionality of the app. -->
'''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, simply open the desired waiting queues next to each other on the supervisor monitor or visible to the team on a larger display. 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.
'''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.


<!-- For further information refer to vendor product website via link -->
<!-- For further information refer to vendor product website via link -->
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<!-- Preferred format is a short list of functions/buzz words offered by the product -->  
<!-- Preferred format is a short list of functions/buzz words offered by the product -->  
<!-- MR-TODO: Change the picture, adjust px to width of your picture. The first picture/s should give an impression of the look and the functionality provided by the app -->
<!-- MR-TODO: Change the picture, adjust px to width of your picture. The first picture/s should give an impression of the look and the functionality provided by the app -->
{| class="wikitable"
|+ Dark and light mode in each app
|-
! dark mode !! light mode
|-
| [[Image:QueueBoard-userDetailsDark.png|100px]] || [[Image:QueueBoard-userDetailsLight.png|100px]]
|}


=== Admin app ===
=== Admin app ===
[[File:QueueBoard-adminAppIcon.png]]
For configuration to could monitor one or more waiting queue(s)
[[Image:QueueBoard-AdminApp.png|500px]]
[[Image:QueueBoard-AdminApp.png|500px]]


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=== User app ===
=== User app ===
[[Image:QueueBoard-userAppIcon.png]]
For a normal team member
{| class="wikitable"
|+ A user can choose between two views
|-
! 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
|-
| [[Image:QueueBoard-userOverview.png|300px]] || [[Image:QueueBoard-userDetailsDark.png|300px]]
|}


==== normal user view ====


[[Image:UserApp.png|500px]]
[[Image:UserApp.png|500px]]




==== supervisor user view ====


[[Image:UserApp-supervisor.png|200px]]
=== supervisor app ===
[[Image:QueueBoard-supervisorAppIcon.png]]
 
* show one or more waiting queue details parallel in columns
* per waiting queue
** statistic tables
** charts
** statistic export
 


Waiting queues in columns


==== dashboard ====
[[Image:UserApps-to-see-more-then-one-queueboard-parallel.png|600px]]
[[Image:QueueBoard-dashboardMenu.png|600px]]


If you want to look at more then one Waiting Queue Board parallel, then you could open more browser windows, each with another Waiting Queue Board App or if myApps is installed, then open each Queue Board app in a separate window. Then these windows could be shown in columns. With the installed myApps App you could see on a full hd display a minimum of 5 Queue Boards next to each other. Like the two windows in the next picture.


[[Image:UserApps-to-see-more-then-one-queueboard-parallel.png|400px]]
Waiting queue charts
 
[[Image:QueueBoard-dashboardCharts.png|600px]]
 
 
 
=== dashboard app ===
[[Image:QueueBoard-dashboardAppIcon.png]]
 
For a big Flatscreen
 
[[Image:QueueBoard-dashboardOverview.png|600px]]
[[Image:QueueBoard-dashboardDetails.png|600px]]
 




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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.
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 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. 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.
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.
* Feature1
* Feature2
* Feature3
-->


==Licensing==
==Licensing==
<!-- Mandatory topic. -->
<!-- Mandatory topic. -->
<!-- Give information about costs and licensing model. Use formattings if needed -->
<!-- Give information about costs and licensing model. Use formattings if needed -->
Licensing: One license per user with any number of devices for one instance of the app. No floating licensing, only the users who got a configured license have access. For licensing and test licensing please contact [mailto:myApps-sales@mediarunway.com myApps-sales@mediarunway.com].
* with Queue Board 2.0 the licensing changed to [https://www.innovaphone.com/en/services/licenses/partner-apps.html?app=queueboard&type=license#queueboard this licensing model].
 
* [[#Grant_access_to_APIs|See description]] where to add the queue licenses
* Example: "Hello MediaRunway, we would like to purchase the Queue Board app. Here is our authentication key 1113335557, we have only one app instance. A one year license for 10 users would fullfill our needs. Please send us the license key as fast as possible. Best reagards"
* The users must be assigned the user/supervisor app-license
 
 
'''Enter license key and activate user license''': Simply enter the license key that you received from us and press "Confirm". After that, you should see the valid date of your license and the number of available user licenses. Next to the desired user name, activate or deactivate the user's license.
 
 
If you need the functions for more then one waiting queue, you have to add another app instance and purchase also licenses for the users of this instance.


==Prerequisites==
==Prerequisites==
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<!-- MR-TODO: Prerequisites needed for this app. See current MR apps as example and the prerequisites-template.md file. -->
<!-- MR-TODO: Prerequisites needed for this app. See current MR apps as example and the prerequisites-template.md file. -->
<!-- None (at least knowledge about installing an App and adding the App Object for the users) -->
<!-- None (at least knowledge about installing an App and adding the App Object for the users) -->
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).
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.
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.
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<!-- Mandatory topic. -->
<!-- Mandatory topic. -->
<!-- If not present or outdated innovaphone FW is used, no certificate will be given at all -->
<!-- If not present or outdated innovaphone FW is used, no certificate will be given at all -->
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===
===Compatible innovaphone firmware versions===
<!-- List compatible major innovaphone firmware versions. Several listings are valid -->
<!-- List compatible major innovaphone firmware versions. Several listings are valid -->
<!-- MR-TODO: Replace NewAppName and versions text. What SDK version was used during development? With which platform versions was it tested? -->
<!-- MR-TODO: Replace NewAppName and versions text. What SDK version was used during development? With which platform versions was it tested? -->
* MediaRunway Queueboard 1.0 (132xxx sr18, 133xxx final)
* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
** innovaphone V13r2
** innovaphone V13r2
** innovaphone V13r3
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3
** innovaphone V13r3


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<!-- replace 3rd-Pty-Application by real name -->
<!-- replace 3rd-Pty-Application by real name -->
<!-- MR-TODO: Replace NewAppName and versions text. What SDK version was used during development? With which platform versions was it tested? -->
<!-- MR-TODO: Replace NewAppName and versions text. What SDK version was used during development? With which platform versions was it tested? -->
* MediaRunway Queueboard 1.0 (132xxx sr18, 133xxx final)
* MediaRunway Queue Board 1.0 (132xxx sr18, 133xxx final)
<!-- adjust tested innovaphone FW -->
<!-- adjust tested innovaphone FW -->
** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r2sr18
** innovaphone IPVA V13r3final
** innovaphone IPVA V13r3final
 
* MediaRunway Queue Board 2.0 (133x1x sr8)
** innovaphone V13r3


==Configuration==
==Configuration==
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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.
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.
NOTE: we recommend that no user is in more then one Queue Board where a wrapup-time is configured. Because what should be done if in one waiting queue is a wrapup-time for 60seconds and in the other is 120sec configured, etc. But a user could be team member in more then one Queue Board if max. one of them has a wrapup-time configured.




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[[Image:PBXobjApiAccess.png]]
[[Image:PBXobjApiAccess.png]]


Shows the needed api access rights of the Queue Board pbx APP object in the advanced admin ui.
* 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==
==Installation==
After installing the App, adding the App instance and the App Object for the users, one can start using "Presence Favorites". The steps of the installation process are the same as described in this article [https://wiki.innovaphone.com/index.php?title=Howto:Callback_-_mediarunway_-_3rd_Party_Product#Install_app_from_App_Store "Callback - Install App from App Store"] only with different names.
<!-- Mandatory topic. -->
 
<!-- Describe configuration steps to be done for both innovaphone and 3rd-pty application -->
<!-- MR-TODO: Screenshots show how it should look like. -->
<!-- We recommend to add a link to your website providing this information or alternatively provide a PDF-formatted config document. -->
===AP manager settings===
<!-- List the config steps by adding text & pictures -->
<!-- MR-TODO: Change the picture, adjust px to width of your picture. Replace newappname. -->
<!-- Name used APIs to be activated in ap-objects -->
[[Image:queueboard_ap_manager.png|913px]]
<!-- If not present, no certificate will be given at all -->
 
<!-- in any case you must be aware of the fact that any questions concerning configuration issues will be directly forwarded by innovaphone to you as manufacturer -->
===PBX manager settings===
<!-- MR-TODO: adjust text as needed (Does your app have an admin area?) -->
Checkmark your users config while adding the object.


<!-- MR-TODO: Change the picture, adjust px to width of your picture. Replace newappname. -->
The steps of the installation process are the same as [[Howto:Callback_-_MediaRunway_-_Partner_App#Install_app_from_App_Store|described in this article]] only with different names. You have to install the app, add an app instance, and the app objects.
[[Image:queueboard_pbx_manager.png|914px]]


==Known Issues==
- don´t activate the checkbox for soap in the monitored waiting queue pbx object, because then an connected call will not shown as connected. Because of this, you can´t use the iqm parallel to the queue board to monitor correctly the waiting queue in both applications.


==Contact==
==Contact==

Latest revision as of 12:01, 26 April 2024

Mediarunway company logo 200.png

Product Name

MediaRunway Queue Board

Certification Status

Referralprod.PNGThis 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 company logo 150 2.png


MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.

MediaRunway - About us


Description

MediaRunway-queueboard.png


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 and light mode in each app
dark mode light mode
QueueBoard-userDetailsDark.png QueueBoard-userDetailsLight.png


Admin app

QueueBoard-adminAppIcon.png

For configuration to could monitor one or more waiting queue(s)

QueueBoard-AdminApp.png


User app

QueueBoard-userAppIcon.png

For a normal team member

A user can choose between two views
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
QueueBoard-userOverview.png QueueBoard-userDetailsDark.png


UserApp.png


supervisor app

QueueBoard-supervisorAppIcon.png

  • show one or more waiting queue details parallel in columns
  • per waiting queue
    • statistic tables
    • charts
    • statistic export


Waiting queues in columns

UserApps-to-see-more-then-one-queueboard-parallel.png QueueBoard-dashboardMenu.png


Waiting queue charts

QueueBoard-dashboardCharts.png


dashboard app

QueueBoard-dashboardAppIcon.png

For a big Flatscreen

QueueBoard-dashboardOverview.png QueueBoard-dashboardDetails.png


wrap-up time

UserApp-wrapup-time-element.png UserApp-wrapup-time-element-only.png

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

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:

AdminApp-functions.png

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

PBXobjApiAccess.png

  • 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.

Known Issues

- don´t activate the checkbox for soap in the monitored waiting queue pbx object, because then an connected call will not shown as connected. Because of this, you can´t use the iqm parallel to the queue board to monitor correctly the waiting queue in both applications.

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.

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