Reference14r2:Concept App Service Queues

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There are also other versions of this article available: Reference13r2 | Reference13r3 | Reference14r2 (this version)

The Queues App Service can be installed on an innovaphone App Platform and will provide services for several Apps that can be used to manage calls and waiting queues with myApps. For example the Switchboard App.

Applies To

  • innovaphone PBX from version 13r2final

Requirements

  • innovaphone PBX
  • innovaphone Application Platform
  • Firmware V13r2xx
  • UsersAdminApp
  • (Soft)PhoneApp
  • ProfileApp
  • CalllistApp
  • Calllist-API
  • RCC-API
  • configured Waiting Queues in the PBX
  • configured group(s) in the PBX assigned as "Static" and "Active" to the Waiting Queue
  • License “App(innovaphone-switchboard)13” (order no. 02-00050-007) per application-user
  • (Since V13r3) Configure a dedicated group(queues) in the PBX assigned as "Static" to all Waiting Queues used by the Switchboard App and assigned as "Static and Active" to all Switchboard Users

Apps

Switchboard App (innovaphone-switchboard)

Switchboard-App.png

The Switchboard App is an attendant workstation integrated into the myApps user interface. At a switchboard workstation, an employee of a company or a telephone network operator can process incoming calls and connection requests from external or internal callers. An employee can accept connections, request information, put calls on hold, transfer them to the desired destination, or reject the connection. The calls displayed are the ones from the monitorized phone device and they are managed using the RCC-API. The Switchboard App needs a license per Switchboard user, called the Switchboard App.

Parameters:

URL
http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard
Websocket
TableUsers
to be able to replicate the users for the BLF
Admin
to be able to edit the User object to monitor or un-monitor a waiting queue
PbxApi
to edit the presence information
RCC
to use the RCC API to manage the calls
Impersonation
to get the Phone App favorites

Switchboard Admin App (innovaphone-switchboard-admin)

Innovaphone-switchboard-admin.png

With the Switchboard Admin App an administrator can manage the user(s) rights, can assign waiting queues to users and can pre-configure the Busy Lamp Field BLF.

Parameters:

URL
http://<ap.domain.tld>/<domain.tld>/<instance-name>/innovaphone-switchboard-admin
Websocket
TableUsers
to be able to replicate the users from the PBX
Admin
to be able to assign the waiting queue groups to the user

PBX Manager Plugins

Queues

With the Queues plugin the Switchboard App and Switchboard Admin App Objects can be created, edited and deleted on the PBX.

Configuration

  1. Download the Queues App via App Store.
  2. Install the Queues App on the App Platform.
  3. Create an instance in the Queues App on the App Platform.
  4. Make sure the Instance is running.
  5. Create a new Switchboard App Object with the PBX Manager Plugin.
    • Optional: Create a new SwitchboardAdmin App Object with the PBX Manager Plugin for administration purposes.
  6. Check that there are enough licenses and assign them to the users.
  7. Assign the Switchboard app to authorized users (who will be allowed to open the app) using a config template or directly on the user object.
    • Optional: Assign the SwitchboardAdmin app to authorized users who will be allowed to assign WQs & respective rights to switchboard app users).
  8. Configure the PBX name on the Switchboard Admin App. If there is just one PBX no configuration is needed but if not the master PBX name must be entered on the Hamburger Menu, so that the users list will be replicated from the right PBX.
  9. Configure waiting queues via the PBX manager if needed or use the Switchboard Admin App to assign existing waiting queues and manage the users rights. (existing waiting queues should have a primary group assigned, the Switchboard App will assign this primary group to the User)
    • Optional: configure a Park-key for the User with an audio reminder of x seconds to receive an audio and visual reminder of your parked call after the configured amount of seconds in the Switchboard App
    • Optional: configure a Recall time-out under PBX General to receive recalls from unanswered (blind)transferred calls.
  10. Important since V13r3 and up!, Configure a group with the name queues in the PBX and assign it as "Static" to all Waiting Queues used by the Switchboard App and assign it also as "Static and Active" to all Switchboard Users. This can be done easily with the AP Queues plugin in the PBX manager.
  11. Open the Switchboard App and select a (soft)phone device on the hamburger menu.

To prevent the (Soft)Phone App from popping up in front of the Switchboard App with an incoming call, deselect in myApps your default (Soft)Phone App and deselect "Bring AppSharing/Video always to front" in your (Soft)Phone App.

Switchboard Admin App - User interface

When opening the Switchboard Admin App the Switchboard Admin App shows only a search field at start (since release V14r1). It will not list all users anymore, which speeds up the start of the App in big environments with many users. At this point, closing the Switchboard Admin App, doesn't make any changes to the Switchboard App database.

Search field

Search for the user of your choice by typing its name. When multiple user are shown, select the correct user. The more detailed information (Rights / Busy lamp field) shown is retrieved from the Switchboard App database, while the existing user's group membership of the configured waiting queues, is retrieved from the PBX.

Rights

Here, you can define the rights of the Switchboard App user:

  • Edit waiting queues: the user is allowed to add or delete waiting queues in the Switchboard App, to receive calls from.
  • Edit presence: the user is allowed to change the presence state and presence note from other users in the system.
  • Edit call diversions and mobility: the user is allowed to change other user's call forwards, mobility and its destinations.

Waiting Queues

This section shows the membership of primary group activity from the respective waiting queue. This information is retrieved from the PBX. Changes will be saved into the PBX and the Switchboard App database. Be aware that when making any changes to the selected user, it will be saved in the PBX and the Switchboard App database as well. It might overwrite the latest group membership change done by the Switchboard App user itself.
To make sure that your Administrative group membership settings will apply, make sure that the user's Switchboard App is closed before doing any changes.
You might want to verify the user's preferred settings before, to apply them respectively with your changes.

The, in the PBX manager, pre-configured waiting queues will be shown to select the possible group membership. The possible choices are:

  • Off: this waiting queue will not be shown in the user's Switchboard App for login.
  • Dynamic-In: this waiting queue will be shown in the user's Switchboard App and the user is automatically logged-in the group with the start of the App (the user logs off from the group when closing the Switchboard App).
  • Dynamic-Out: this waiting queue will be shown in the user's Switchboard App and the user is logged-off at start of the App (the user logs off from the group when closing the Switchboard App).
  • Static: this waiting queue will be shown in the user's Switchboard App and the user is static in the group without the option to log-off (the user stays active in the group after closing the Switchboard App).

Busy Lamp Field

The Busy Lamp Field (BLF) section in the Switchboard Admin App, allows you, as admin, to pre-define the BLF groups and contacts in the groups. There is also the option to copy an already configured BLF from another user and edit it to your preferences.

Switchboard App - User interface

Switchboard App UI

The user interface is divided in 3 panels:

  • Left panel : Busy Lamp Field and users search
  • Central panel: Calls
  • Right panel: Waiting queues and calls history

There is also a hamburger menu, where some configuration settings can be edited.

Left panel

Busy Lamp Field

The BLF is displayed on the left panel. There all the users replicated from the PBX are displayed and it can be undocked and displayed on another window. Information displayed by user:

  • Profile picture
  • Presence
  • Common name
  • Phone number

Actions allowed:

  • Select a user to Transfer a call by clicking on it
  • Start a call by using the phone button
  • Start a chat
  • Send an email
  • Send a "Call me back" notification by email
  • Display contact information
  • Create BLF groups
  • Re-arrange BLF groups by moving one entry on top of another entry in order to place it before it.
  • Add a user to a BLF group
  • Delete a user from a BLF group by long press left mouse

Users search

User search

The users search (Search-API) can be done with the input field. This input field can also be used to directly dial using the phone button. Information displayed by user:

  • Profile picture
  • Presence
  • Common name

Actions allowed:

  • Select a user to Transfer a call by clicking on it
  • Start a chat
  • Start a call
  • Send an email
User search

The user details can also be expanded by clicking on the arrow icon. Data displayed (read only) for the user:

  • Profile picture
  • Common name
  • SIP
  • Phone number
  • Email
  • PBX
  • Node

Data displayed that can also be edited for the user (if the user has the appropriate rights):

  • Presence note
  • Presence
  • Call diversions
  • Mobility

Actions allowed:

  • Start a chat
  • Start a call (by SIP and phone number)
  • Send an email
  • Send a "Call me back" notification by email
  • Add the user to a BLF group

Center panel

On the center panel the calls are displayed.

Calls

The calls are divided in 5 sections: in the waiting queue, incoming, outgoing, parked and transferred.

Depending on the call state, different actions are allowed to manage the calls:

  • Connect/Disconnect a call
  • Mute/Unmute a call
  • Hold/Release a call
  • Park/Unpark a call
  • Transfer a call to a user or connect 2 calls
  • Pick up a transferred call or a call from the waiting queue

Right panel

On the right panel the waiting queues and the calls history are displayed.

Waiting Queues

On the right panel the waiting queues are displayed. They can be added by clicking on "Add waiting queue" (only displayed if the user has the appropriate right), which will automatically add the user to the given group. The calls will be displayed on the calls section and from there they can be picked up or transferred to an user.

Calls history

On this panel also the calls history is displayed, which is received from the Call List-API.

Information displayed on entry:

  • Call flow
  • Call information (source/destination, date and duration)

Actions allowed:

  • Start a call
  • Start a chat
  • Send an email
  • Send a "Call me back" notification by email
  • Display contact information
  • Add the user to a BLF group

Hamburger menu

On the hamburger menu the shortcuts can be edited and the size of the users items from the BLF can be customized.

Edit shortcuts

To edit a shortcut, the shortcut must be selected and then the desired key pressed. Afterwards it has to be clicked again to finish the editing. To remove a shorcut, select the shortcut and press the "Del" key on your keyboard.

Size of the user items (BLF)

There are 2 different size:

  • Icons only: only the profile picture, presence and common name will be displayed.
  • Detailed large: the phone number and the call button are displayed too.

Select monitored device

If a device is selected, all the calls from/to that device will be monitored by the app.

Additional information

Licensing

  • When using the OperatorV13 license in a pre V13r2 release, and you want to use the Switchboard App instead in a > V13r2, you need to download a new license file from my.innovaphone
  • Upgrade from Operator, the Operator13 license will result in 3 times App(innovaphone-switchboard)13 in addition.

Known issues

  • When closing the Switchboard App, the user will be logout of all the waiting queues groups. When opening the app again, the user will be automatically logged-in on this groups again. (This is design attended)
  • Shortcuts may not be triggered on the Switchboard App if the app is not on focus. For this just click on the UI of the app.
  • If a softphone is being monitored, the Softphone App must be opened on background. Otherwise the RCC-API will not sent calls information to the Switchboard App. Since >= V13r3 this will be done automatically.
  • If no (soft)phone device has been selected on the hamburger menu of the Switboard App, the calls may be displayed duplicated because that means that the app is monitoring all the devices. To avoid this please select your default (Soft)Phone App on the phone devices section.
  • When using the Softphone App with the same name and hardware-id on multiple devices (PC and Smartphone) an incoming call will be shown more than once, depending on the amount of used devices. You can add a Softphone with different naming and hardware-ID for the Switchboard User to use with the Switchboard App only.
  • As Switchboard App "Operator" you will work mainly with the Switchboard App. To have video from internal callers, you need to have a (Soft)Phone App open in the background. Deselect your Default Phone device in the myApps otherwise this App will get focus during the incoming call and on connect after answering a call. Best Practice to undock the Video from your (Soft)Phone App in the background and deselect the option "Bring AppSharing/Video always to front" as this would bring your (Soft)Phone App to the front as well.
  • When using Softphone App on X multiple devices, incoming calls will be displayed X multiple times. In scenarios where the Switchboard App user has multiple devices with myApps(Smartphone, tabblet, PC) it might make sense to create a Softphone with different name for each device or at least for the device where you want to use the Switchboard App with the Softphone App. Using different names for the Softphones, creates respectively different hardware-ID's. This assures that only the selected specific Softphone App and device will be monitored by the Switchboard App based on this specific name and HW-ID.
  • If LDAP contacts are not displayed on the search results, please check if the rights for the LDAP object have been given to the Switchboard App.
  • It is possible that the app instance needs to be restarted if the PBX name has changed on the hamburger menu of the Switchboard Admin App.
  • Use unique group name per waiting queue. The Group and group name, assigned to your waiting queue, should not be (re)used for other Waiting Queues or other groups.

Trouble shooting

  • If any issue can be reproduced, open the console output of your browser or right-click and inspect in the native client version of the Switchboard App. Clear the console output and reproduce the issue and copy past the output as a textfile and send this attached in your support ticket.

Related Articles

  • SDK Integration (if the content is available)