Configure Wallboard View 9 (Reason Code Columns)

Introduction

This view is also known as Reason Code View.

Preview

Configure

1. Open the config.xml file, which is located in the Anywhere365 “InFlight WallBoard\I01” folder

2. The value for the DefaultView

   9 = Columns

3. Make sure the General Settings are as in the example below

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   XML

    <!-- General Settings -->
   <DefaultView value="9" enabled="true"></DefaultView>
   <!-- 1 Normal, 2 Custom (Grid), 3 Multiple, 4 InboundOnly, 5 StatisticsView, 6 Reason Code -->
   <MultipleUCCGroup value="-1" enabled="true" />
   <!-- -1 == GroupView, 0 == group 0, 1 == group 1, 2 == group 2, 12 == group 12, etc-->
   <LogLevel value="All" enabled="true" />
   <!-- All, Critical, Error, Warning, Information, Verbose -->
   <LowestSkillValue value="1" enabled="true" />
   <Language value="en" enabled="true"></Language>
   <!-- End General Settings -->

4. Next make sure the "Normal View Settings" are correct. (Entered during installation)

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   XML

    <!-- Normal View Settings -->
   <DashboardServer version="1.5" name="ucc_" value="http(s)://<FQDN>/DashboardService" SLA1Label="20 sec" SLA2Label="2 min" SLA1="20" SLA2="120"></DashboardServer>
   <Credentials username="" password="" />
   <!-- End Normal View Settings -->

   1. name = Name of the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location., usually first part of the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address.

   2. value = URL to dashboard service of the UCC.

   3. Privacy = Only show the last 3 digits of the caller

   4. Credentials = Automatically entered when connection to a secure dashboard.

5. Next make sure the "ReasonCode" Settings are correct.

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   XML

   <ReasonCodes enabled="true" value="InACall;Discharge;Administration;Lunch/Dinner;Other" />
   <DetermineFirstReasonCodeInCall enabled="true" value="true"/>
   <DetermineSecondReasonCodeDischarg enabled="true" value="true" />
   <DetermineLastReasonCodeOther enabled="true" value="true" />
   <ShowAgentTotalNumberCallsPerDay enabled="false" value="true" />

   1. ReasonCodes = Names of the reasoncodes.

   2. DetermineFirstReasonCodeInCall = Use first row / columns for status "InCall"

   3. DetermineSecondReasonCodeDischarg= Use second row / columns for "Discharge"

   4. DetermineLastReasonCodeOther = Use lastrow / columns for other status

   5. ShowAgentTotalNumberCallsPerDay = True (show CallToday) / False (show Talk Time + Discharge Duration)

6. Save the file

7. Now the Reason Code View is applied for the Wallboard.