Product Configuration

User Management Fields

Although QME can distribute the calls to any telephone number that can be dialled through the pbx, only IAS users can be Agents. Agents must have a IAS user properly configured in the users list. To be able to tell which line is associated to an agent, QME uses the primary extension and, if available, the ip phone MAC address. It is needed when the main line is shared between two IP phones.

Note: if the PBX does not put the MAC address in the TAPI device name assigned to the agent phone, the agent line cannot be shared.

User permissions

The following access levels are defined for the Queue Manager Enterprise application:

Basic Agent is automatically assigned to a IAS user when it is configured as an agent for one or more queues.

*Silent Monitoring & Whisper Coaching are available from Imagicle Summer 2018 release and above.

Detailed Access List Table

The first column describes the operation, the second if the right to do that operation can be assigned per queue or if it applies to all queues.

The Administrators and Global supervisors operations implicitly apply to all queues. Users with other roles may perform the operations only on the queues they are assigned to. To allow them to perform such operations on other queues, you must explicitly assign them through the web interface.

Rights / Roles Scope Administrator (complete management)

 Advanced Global Supervisor

Global Supervisor Queue Manager Advanced Queue Supervisor Queue Supervisor Queue and Agents Observer

Queue Statistics Observer

Advanced Agent Basic Agent
Create Queue Generic only X
Delete Queue Generic / per queue X X X X
Assign managers to queue Generic / per queue X
Assign supervisors to queue Generic / per queue X X
Assign observers to queue Generic / per queue X X
Assign agents to queue Generic / per queue X X X X
Change scheduled behaviours Generic / per queue X X X X
Change audio messages Generic / per queue X X X X
Change other queue parameters Generic / per queue X X X X
View agents status Generic / per queue X X X X X X X
Activate manual queue behaviour Generic / per queue X X X X X X X
Pickup and answer calls X** X**
Silent Monitoring & Whisper Coaching X X X X
Read personal real time stats Generic / per queue X X X X X X X X
Read all agents real time stats X X X X
View calls waiting on any queue Generic / per queue X X X X X
View calls waiting on my queues Generic / per queue n/a n/a n/a X X X X X X X
Manage scheduled reports Generic / per queue X X X X
View online and scheduled reports Generic / per queue X X X X X X
Login/Logout from my queues Generic / per queue n/a n/a n/a X** X**
Change other agents login / logout status Generic / per queue X X X X X X

** Added automatically when the user is added to the queue distribution list.

Default settings


Most of queue settings can be inherited by default settings, that are a set of values that can be used as default values and shared by multiple queues. These include basic parameters, queue behaviours, date/time schedule and voice prompts.
In this way administrators can create multiple queues with similar behaviours and settings without spending a lot of time entering the same values for every queue. However, every setting can be overridden anytime with a queue-specific value (i.e. that will apply to that queue only).
In the image below, a sample of a parameter inheriting its value from default settings and another taking a queue-specific value (override).

SAS left side menu

Uncheck "use default settings" to be able to enter the override value.

Note: each default setting can be easily reverted to its default value, a factory setting, that is a built in value set during the IAS installation.

Administrative menu

Select "Queue Manager Enterprise" in the Application Suite menu. The following options are available:

Queues configuration

Note: QME reloads settings every 30 seconds. So most of QME settings changes apply 30 seconds after they have been saved. For example, after changing a voice prompt, you must wait 30 seconds before callers hear the new one.

Note: all settings of QME web pages are explained by a contextual help available as a tooltip window over the "i" icon, beside each control.

Tooltips

1. PBX Configuration

Please, see PBX Configuration for the initial PBX configuration. Be sure that the queue you're going to create is reachable by a route.

2. Creating a queue

Creating a new queue is a very simple task. Select the Queues menu option, the list of existing queues is displayed.
Click the "Add a new queue" link on top of the list. A popup form window will appear asking to fill the basic queue information:

Once confirmed the new queue will appear in the queue list. Double click on it or click the "details" icon to edit the queue settings and behaviours.

3. Basic Settings

The basic settings windows allow to edit the information you inserted during creation, plus other parameters:

Hint: to make a simpler configuration, set the main queue phone number and the login/logout phone number with a constant offset. For example, define three queues with phone numbers 800, 810, 820 and associated login/logout numbers with 801, 811, 821.

4. Configuring Specific scenarios

In the "Behaviours Tuning" section of the queue configuration page, you can define the treatments that will be applied in less common situations/conditions. The following conditions can occur:

5.Time Table. Date/Time schedule

Once selected a queue, the "Time table" tab allows to configure the ordinary queue behaviours. In this tab administrator can define when the queue is open (business hours), holidays or special events and the related treatments to apply. The combination of default behaviours, ordinary weekly schedule and special events/holidays makes the queue programming really flexible allowing, for example, to provide specific voice prompts or trigger different behaviours in particular hours or days. This tab include five sections, descriptions follow.

Forced Mode

This section allows to force a particular behaviour of the queue, overriding any schedule. This is also known as "Manual Mode", since this forced mode can also be set by the Blue's Attendant Console, typically to override a schedule programmed by the administrator.
Administrators can program which is the call treatment to apply in the case of forced open status and forced closed status. They can also use this section to switch the queue to one of the following options:

Default behaviour

This section allows to decide which is the default behaviour of the queue, that is, out of any scheduled time interval and holidays/special events.
Typically a queue is closed by default, but administrator could choose to keep the queue open by default, for example if the queue is managing a 24x7 service.

Ordinary weekly schedule

This section allows to define the business hours of the queue over the week and the treatments to apply.
A calendar with a weekly view displays the actual configuration and edit it very easily.
Right click the mouse over the week calendar view to add a new time interval. Click on the right upper corner of a defined time interval to delete it.

Weekly view

Note: you need to uncheck the "Use global settings" option in order to enable the calendar editing, otherwise the weekly view will display the global settings, that is not editable from this window (you need to configure it in the "Global Settings" left side menu option).

Hint: You can select a time interval in the weekly calendar view, then press the right click button, to select a time range as in the image above.


Once selected the "Add a new schedule" option, a popup window will appear allowing to define the new time interval.
You can choose the starting hour, the ending hour, the days of week the time interval will be valid and the preferred behaviour to apply in such time interval.
Notice that you can program the queue to be closed in the time interval. This may be useful, for instance, if the default behaviour of the queue is set to be open.

Time interval definition

Hint: You can define a mix of closure and opening time intervals. The schedule in the following screenshot, for example, uses a closure time interval on Saturday morning only to provide a different closure voice message, respect to the one programmed in the default behaviour.

Holidays and special events

Use this section to define treatments for holidays and special events that override the ordinary weekly schedule.
A grid will display the list of configured events, grouped in two classes of events:

Adding holidays/events


To add a new holiday/event, click the "Add" link. A popup window will appear, asking for the event details (starting date-time, ending date-time, recurrence, treatment to apply, voice prompt).
Remember to click the Save button to apply changes.

Testing behaviours

In order to understand which treatment will be applied by QME on a specific date-time, a test section is available (named "Test a scheduled behaviour").

Test behaviours

This is a very simple form that displays the scheduled behaviour for a given date-time, pressing the "Check" button. Pressing the "Check current behaviour" will display the behaviour applied at the current date-time.

Note: this test only considers the scheduled behaviours, not the scenarios that may trigger in particular conditions that arise at run time, not available in advance (for instance: no agents available, overflow, etc).

6. Configuring voice prompts

The "Voice messages" tab allows to define and customize the audio prompt and music provided by the application to callers.
A set of pre-installed voice prompts are available in the various supported languages (builtin prompts).
All audio messages settings can be inherited by default from the global settings, more over, it's possible to listen at the voice prompts directly from the WEB browser clicking the speaker icon (requires a multimedia-capable PC and a multimedia plugin able to play WAV files).
In order to avoid a voice prompt is played, select the entry "None" in the drop-down selection list.

Voice prompts overview


Administrators can load and manager their own voice messages in a dedicated window, available pressing the "Manage messages" link.
A popup window will allow to upload a new audio file from the client PC in one of the following formats:

If the .wav file format is not compliant, it will be automatically converted to the required format.

Each audio file is associated to name (identifier) and an optional transcript, useful to describe the content of the voice prompt.

Upload audio prompt


The second section of the popup form (named "Manage audio files") can be used to list and delete the existing audio files.

Manage audio prompts

Note: builtin audio prompts cannot be deleted.


Following, the list of voice prompts that can be edited:

Ordinary voice prompts

NOTE. Note: If a VIP call arrives, it will worsen the position of the non-VIP user in the queue, but this will not have any effect on the voice announcement, which will play ow the "best" position in the queue obtained (a good lie).

Special cases

Multi-Tenant environments: Voice Prompts Separation

In case of Imagicle Multi-Tenant environments,it is possible to restrict access to customized voice prompts on a tenant basis.

In fact, customized voice promtps can be fully managed (uploaded, configured and deleted) by users who has been given the follwing QME system permissions:

Such users can manage QME voice prompts at system level and set them as shared (accessible and available by all Tenants) or set them to a specific Tenant (accessible and available only by the specific tenant they have been assigned to) 

A specific user who has been given "queue manager" permission can manage (configure and delete) only voice prompts that are shared across all Tenants and Tenant specific ones.

Hint: set a message prompt to "None" to skip it.

7. Defining the set of agents/targets that will serve the queue

In the "Call distribution" tab administrators can set the agents/targets that will answer the calls of the current queue and the algorithm used by QME to dispatch calls to the available agents.
Please, see "Product description and architecture" for a detailed description of available algorithms, sub-selection policies and escalation levels.
Configured agents are represented in a treeview, grouped in escalation levels:

Note: you need to save the agents list before the CTI indication (green/gray colour of icons) is available

Adding agent


A right click will activate a menu to add/delete escalation levels (groups) and single agents. When you select the "Add agent" option, a popup window will let you to insert a new target.
Such popup window has two sections:


Adding simple number

Advanced Settings

Advanced settings for Call Distribution include some parameters that should be changed carefully, because they impact on the call dispatching mechanism and its effectiveness.
Such parameters are:

8. Configuring user permissions for the Queue

Once you have added agents to the queue, you may change their permissions. Open the Queue settings, Click on Permissions.

Here you can set the permissions for the agents. For a detailed descriptions of the available roles, please see User permissions at the beginning of this section.

In the lower part you can assign a role to users who are not agents. This allows, for example, to define Queue supervisors or observers who do not begin to queue distributions lists. The first step is to choose an Application Suite user by clicking on the "add user link". Select one or more users and the permission level you need. You can edit the Permissions later through the list in the main User's permissions page.

The Camp-On queue

The camp-on queue allows to directly transfer a call towards an internal number. If the number is busy, QME will keep the call waiting, and the caller will hear music on hold. When the destination number becomes available, the call is automatically transferred to that number.

The call is kept on the camp-on queue:

Agents using Blue's Attendant Console may use the camp-on queue through a simple graphic interface. Agents who do not have Attendant console may park the calls by dialling:

<Camp-on-prefix><destination number>

E.g. *1001

You enter the camp-on prefix in the Queue Phone number field in the queue basic settings.

One camp-on queue is built in. Usually there is no need to have more than one camp-on queue.

Should you need another camp-on queue, you may only edit: Queue Basic settings, Call Distribution advanced settings, a subset of the Voice Messages and the Queue Permissions.

The maximum number of call that can be parked on all camp-on queues is the number of licensed channels doubled. E.g. if you bought a 8 channels license, you'll have a free additional 16 camp-on channels.



Article ID: 90
Last updated: 29 Jul, 2019
Revision: 7
Imagicle AppSuite Cross Platform -> Queue Manager Enterprise -> Administration Guide -> Product Configuration
https://kbp.imagicle.com/kb/entry/90/