Reference9:IQM Agent Setup
The parameters for the setup of the iQM Agent are configured here. This help describes iQM Build 80102.
This document is in review status.
Note: Agent setup is stored in a text file in the user directory of the PC. See Wiki article for more information. Note: From version 1.53 on the setup information is stored in the “iQMagent” directory of the user. Therefore upgrade from older versions requires a new setup. From Version 1.70 on the setup can also be stored in the directory where iQM Agent is running.
General Items
“Version”: indicates the actual version of the iQM Client Software
“Exit (no save)”: Close the setup without saving eventual modified parameter
“Save and Exit”: Close the setup and save all parameter. Please note that some modifications (for example the setup of the language) requires a restart.
“Open trace/setup folder”: this link will open the directory where the application stores the setup, logs and other files.
“Debug ON”: Switch on only if requested from innovaphone technical support. Additional trace info will be written in the log.
“Save setup local”: If flagged the (this) setup will be stored in the directory where iQM Agent is running, if not flagged in the user directory. This flag must be switched on in case of Hotdesking or if several iQM Agent sessions should be run on one single PC. Please note that in this case the application must have read and write rights to the own directory (typically admin rights).
“Help (online)”: open this page. Please note that the link to this help page cannot be modified while the link to the user help can be modified.
Tab Communication
Agent Name
Enter the common Name of the Agent.
Please note that the name has to be exactly the same than shown in the PBX. Please note that the namein the PBX called “Long Name”. If the name is wrong no association between this client and the Agent (and his Phone) can be done.
In some cases this is intentionally, for example because the Agent is a supervisor and do not want act on his phone, but view the various windows. In this case just enter a part of the name or switch first and second name or similar.
Note: if this field is leaved empty and also no IP-Address is defined the system will create automatically a nickname. In this way the iQM Server can identify this client and send data to the correct destination.
WARNING :Please note that the iQM Server track the name of the agent as nickname for the connection. Therefore just one agent in a system should be logged at any time with the same name. If more clients are working on the same iQM Server with the same name unpredictable indications on the client would be the result. Note that also that even if the client is used as a dashboard a unique name is required! From Build 80082 on even more clients can use the same name if on different IP-address (PC). On top if a customer try to start the agent twice on the same PC a warning message is shown and invite him not to start the second client. Ignore this warning if different users are assigned.
Ip-Address of the Phone
If you put in in this field the IP-Address of the associated Phone the feature “Hotedesking” is automatically on.
Please note that iQM Agent in this case modify the the Common Name. See relative Wiki article. If blank the feature Hotdesking is off.
In the PBX detected parameter
The following line shows the IP address of the IP Phone (if found in the PBX) and the model (for example “IP222”). Please note that just one Phone will be detected.
The IP-Address of the innovaphone PBX is shown in the following line.
Password for setup
To protect this setup with a password. If defined it is necessary to input the password to access to this menu, if blank feature is off.
If “Show character” is checked the password is displayed in clear.
Please note that after inserting the password you have to press the “setup” button again.
Note that the password is stored encrypted in the setup file.
iQM server IP Address
Address of the iQM server. The address of the server is displayed if you open the setup of the iQM server.
If there is no communication between iQMagent and iQM server check first the IP-connection (ping the server from the agent PC etc.).
iQM server Port
Enter the port of the iQM server, it must be the same than the one indicated in the setup of the iQM server (example: 9090).
Swap DD/MM
Date representation depends on the setup of the PC, the agent will receive date information from the iQM server. If a date instead of DD/MM/YYYY is set to MM/DD/YYYY the recall table will not be filled correctly. If the recall table is not shown please try this option.
Tab Layout
Frame "Windows"
Always in foreground
If checked the iQM window is hold always in foreground. Also the other main windows of the client (queue, Agent- and recall list) will be hold in foreground.
Dock on Agentview
All windows will dock automatically to the main agent view window. If you move the main windows all other will “follow”, the feeling is to move one big window. If you enable this option the list of Agent will be not sized automatically but displayed in a fix height.
Note: all windows in iQM will store their position if closed, if opened again they will appear on their last position. In this way even if not docked automatically an individual disposition for an Agent can be realized.
Pop-up/in foreground if alarm
If checked and a counter goes in alarm (becomes a red frame) the iQM will pop up if minimized or goes in foreground if in background.
Minimized just Main View
If checked just the Agent main window will be minimized if the minimize button is clicked; all other eventually open iQM Agent windows (for example the WQ) remain in normal size. This can be usefully if for example a user is just interested to see the Queue. If not checked the minimize button will minimize all open iQM agent windows.
Colour Agent table
If checked the agent list is displayed in colours, see relative Wiki article.
Hide abandoned/recall list
If checked the relative button is hided.
Hide unregistered Agents
If checked not registered agents are not displayed in the agent list.
Language
Select the language for the Agent. Please note that all language topics will be loaded from the server, so just languages available in the iQMserver will be available also for the client. 4 languages are as default selectable, see relative wiki article for more information.
Note: after changing the language the application has to restart again for a complete new setup (even if apparently the language has jet changed).
Threshold Warning aband. calls
If the number of abandoned calls is higher than this threshold a warning triangle will be displayed in the main iQM Agent window.
Frame "Permissions"
Allow login/out on other Agents
If flagged this agent (typically a supervisor) can log in/out other agents to the group. To change the status of an agent this agent must open the agent view panel where all Agents and there status are displayed. A double click on the logged field will toggle the agent status.
Note: double click on the number of the agent will call the agent.
Use PC-Keyboard
If checked and focused the iQM agent will get Keyboard strokes. You can answer a call with backspace and drop a call with the Escape key.
See Calls of Agents
If checked in the Agent list is displayed also the calling party, the number of the called number or the number of the caller.
Hide avatar
If checked no avatar (logging status of the own phone) is shown. This is for example usefully when agents should be in a static group and never will logging in/out of a group.
IVR JObs ON
If the IVR feature is activated on the iQM server the possibility to get jobs from the IVR can be limited to certain agents. This flag basically switch on/off the relative Menu Item.
Show wrap up time
If checked during wrap up a counter displaying the remaining wrap up time is shown.
Extend wrap up time
If checked the agent can reset the wrap up count-down pressing on the wrap up timer. This option requires that the option “Show wrap up time” is switched on.
Show stay offline after wrap up key
If checked near the wrap up time an additional avatar is displayed during wrap up. If pressed, the agent will stay offline even after wrap up.
Braille Support
All major information are displayed in one line with proportional character set.
Panel DASHBOARD
Work as Dashboard
If selected a Dashboard is displayed. Remember that a Dashboard is just an Agent with a different layout, so no special Dashboard software is available. If the Dashboard option is selected on the next restart the Agent main view will be hide automatically and you will find just the Dashboard windows open. If you close the Dashboard window the main Agent view window will appear (to allow the access to the setup). See next agument.
Work as iQM Admin
If checked on top of the dashboard this agent can also press in a remote way the keys on the iQM Server. See relative Wiki article.
Stop iQM Server
If checked this agent can stop the iQM Server. Typically used only if the server is installed as a service.
Sound file
You can indicate e file to play locally on the agent PC if threshold on the server are reached. See relative Wiki article.
Show Agent view
As explained in the point before if Dashboard option is on no other iQMagent windows are displayed. This is useful for normal Dashboard operation, but if a supervisor want control the Agent and counters the Dashboard window will be just one of the open iQM windows. If selected also with dashboard option enabled no iQM window will be automatically hided.
Width 1360 pixel 16:9
The Agent View is displayed in a 4:3 ratio (800x600 pixel), but if displayed on TV flat screen monitor or 16:9 beamer the ratio can be switched to 1360x600 pixel. There will remain anyway a small horizontal unused space for eventual additional information.
Calls and Time
The 100% for graphic bar (progress bar like) showing the number of calls in the queue can be defined here. If for example you enter 5 if 5 or more calls are in the queue 100% will be displayed. The real number is displayed anyway with the counter.
The same setup can be done for time in seconds.
Remember that the bar will change color and a warning message will appear if the warning threshold is reached. This setup has no influence on that, the warning thresholds are defined in the iQM Server.
Please note that the number of agent must not be defined because this information is load automatically from the iQM server.
Panel ACTIVITY CONTROL
iQM tries to understand if the Agent is on his workplace or not.
Activity interval (sec)
This timer will start each time no activity is detected and will be reset if activity is detected. Activity is when an Agent moves the mouse or strokes a key on the mouse or on the keyboard or his phone is busy. No activity is assumed when no of those actions is detected. If the countdown timer reach zero the Agent is logged out from the Agent group. Please note that the relative key in the agent view is just displayed if this value in not equal zero (feature off).
Logout no ans. (sec)
If the Phone of the Agent is ringing and he will not answer the call within the time of this parameter the Agents is logged out from the Agent group. This prevent that the waiting queue proceed another call to a unmanned Agent Phone.
Auto Login
As explained before iQMAgent will log out an Agent Phone from the Agent group if no activity or no answer is detected. If the auto login option is checked an automatic log in will be done if activity is detected again. So if the Agent is logged out (not manually, but because of activity or no answer) and he move mouse, press keyboard or pick up the phone he will be logged automatically in again.
Note: Those options and the relative status are displayed in the Agent view main form, see relative wiki article for further information.
Manual pause (in seconds)
A agent can press the “pause” key and will be logged out from the Agent group. The pause counter will count down and log in the Agent again if zero is reached. The counting is displayed in real time. The counter can be stopped pressing the login key. The idea is that the Agent goes in a defined Pause timespan (for example he leaves his workplace for 5 Minutes) but has not to be afraid to forget the login again. If the value is zero the relative key is not displayed in the Agent view (feature off).
Login as Start-up
If checked the user will be logged in the group when this applications starts-up
Logout at Stop
If checked this user will be logged out form the group if this applications will be stopped.
Logout if not registered
If checked this user will logged out from the group when the registrations is down.
Login if registered again
If checked this user will logged in the group when the registrations is up again.
Auto Paused after (minutes)
If a value not equal zero is in this parameter a counter is displayed in the Agent main view. If the countdown reaches zero, the Agent will be logged out. This feature is required because in some country a forced pause after a defined working time is prescribed.
End Paused after (minute)
If auto paused is reached and in this field a value is in a second timer will start and log in the Agent again when the countdown reaches zero. See relative wiki article for more information.
Stop Countdown if offline
If this flag is selected the countdown of the auto paused timer will stop if the Agent is offline (no matter because, automatically or manually). In practice without that flag the working time runs when the auto paused timer starts, if flagged just a logged in period is considered as working time.
Launch installed myPBX
If checked if the user changes (hot desking) also the user in an installed myPBX will change. The Path to the directory where myPBX is running must be indicated. See relative wiki article.
Panel WATING QUEUE ONLINE IF
This panel controls the 2nd waiting queue (if present in the system, otherwise skip this info).
Calls in my WQ
If enabled a number (threshold) of calls can be defined using the slider. The value of the slider is indicated as number also in the left side if the slider.
If the number of calls in your WQ is minor than indicated you will become member of the 2nd waiting queue and receive also calls from the second WQ.
Examples:
Value = 0 = never become member of WQ2 (you can also un-flag the slider)
Value =1 = become member of WQ 2 if no calls are in your WQ
Value = 2 = become member of WQ 2 if just 1 call is in your WQ
Value = 6 = become member of WQ 2 if less that 6 calls are in your WQ (from 0 to 5)
Calls in 2nd WQ
If enabled a number (threshold) of calls can be defined using the slider. The value of the slider is indicated as number also in the left side if the slider.
If the number of calls in the 2nd WQ in higher than indicated you will become member of the 2nd WQ and receive also calls from the second WQ.
Examples:
Value = 0 = if just one call is in the 2nd WQ you will become a member of the 2nd WQ (but this call you will skip)
Value =1 = become member of the 2nd WQ 2 if at least two calls are in the 2nd WQ
Value = 6 = become member of the 2nd WQ 2 if more than 6 calls are in the 2nd WQ
Priority
The priority choice define the behavior of the system when thresholds goes below.
Example:
Setup for calls in my WQ = 2
Setup for calls in 2nd WQ = 4
In my WQ are 3 calls (so you are member of the 2nd WQ) and in the 2nd WQ are 6 (even for this condition you are member). Now in myWQ the calls go down to 1.
If priority is set to my WQ you are no longer member of the 2nd WQ.
If priority is set to 2nd WQ you will stay member until even the number of calls on the 2ns WQ are minor then 5.
Note that the issues of the 2nd WQ are only active if in the iQM server a 2nd WQ is defined, otherwise this feature if off. Note also that the Agent must be a dyna group member of the 2nd WQ.
More Examples, good not so good one:
Note: 1st WQ = myWQ
EX1: Calls in 1st WQ checked or unchecked, calls 1st WQ=0, 1st prio checked, calls in 2nd WQ checked, calls 2nd WQ = 0
The Agent will never be part of the 2nd WQ because the number of calls in myWQ will never be “below” 0 (negative) and we have priority on this condition.
EX2: Calls in 1st unchecked, calls 1st WQ=1, 1st prio checked, calls in 2nd WQ checked, calls 2nd WQ = 0
The Agent will never be part of the 2nd WQ because we have priority on the 1st WQ but not enabled calls in the 1st WQ.
EX3: Calls in 1st WQ checked, calls 1st WQ =1, 1st prio checked, calls in 2nd WQ checked, calls 2nd WQ = 0
If there is no call in the 1st WQ and no call in 2nd WQ -> the Agent is part of the 2nd group and will receive if a call is in the 2nd group. If call comes in the 1st WQ the Agent exit from the 2nd group because of the threshold of 1 call in the 1st WQ and the 1st WQ priority
EX4: Calls in 1st WQ checked, calls 1st WQ =1, 2nd prio checked, calls in 2nd WQ checked, calls 2nd WQ = 0
If there is no call in the 1st WQ and no call in 2nd WQ -> the Agent is not part of the 2nd group and will become member and calls just in the moment of a call is in the 2nd group. So from a first look it seems to be the same than the example 3 with the different that the member ship switch just on if a call is in the 2nd WQ. So if just one Agent is on at the end it is the same, but if there are more agents and one of them is free, the call in the 2nd WQ will be assigned to him and never to this agent. So the “idle” situation is different.
Application launcher
Show launch button
If flaged the relative button is displayed on the user panel. If pressed the application indicated in the launch path will be called.
launch Path
In this text field the path to a application can be indicated. Please note that this field is a free text field and can contain any type of text.
The four keys “Set myPBX”, “+Language”, “+User” and “+Password” (and the indicated password) will just simplify your job in case you want start myPBX. Probably that is not the real task you want, anyway is shows how it works. If you enter for example “excel” in the launch Path filed excel wil start if you press the relative key in the user panel.
Add calling number
If checked the calling number will be automatically added when launching.
There are 3 methods in adding the called number: “add as argument” try pass the parameter as argument, “add instring” adding to the text the number separated by the sign indicated, “write in a file” will write the number in a file called “myCall.txt” and calls the application.
Example1: if in the launcher is indicated “http://x.y.z.w./mysample/myProgramm.php”, the option “add instring” is selected and a “/” is indicated in the “add instring” text field and the extension 1234 call the agent iQM tries to start http://x.y.z.w./mysample/myprogramm.php/1234.
Example2: if in the launcher is indicated “Spiegel.de” a browser will start and open http://www.spiegel.de.
Debug ON
If checked a log record will be written in the iQM log file each time a launche is done. Usefully in setup, please switch of in normal operation because the log file will be filled unnecessarily.
Password for Phone
If the filed “Password for Phone” contain the PBX password of the user clicking the “my” button an automatic login is done.
Known issues
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. To solve the problem, the screen resolution adaption must be switched off (set to 100%) in windows system settings.
Security Warning
Using this feature imposes an inherent security risk. Keep in mind that both the user name and the password is in any case sent in clear over the wire. There is no way to work around this issue. But at least the information is not kept in the browsers history file.
Save setup local
If flagged the (this) setup will be stored in the directory where iQM Agent is running, if not flagged in the user directory. This flag must be on in case of Hotdesking or if several iQM Agent sessions should be run on one single PC.