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 “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, usually first part of the SIP 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.