Professional Services. Desktop Wallboard. Administration User Guide. Release Avaya Inc. Proprietary Use Pursuant to Company Instructions

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1 Professional Services Desktop Wallboard Administration User Guide Release Avaya Inc. Proprietary Use Pursuant to Company Instructions

2 Copyright 2016 Avaya Inc. All Rights Reserved Printed in USA Notice While reasonable efforts were made to insure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Trademarks Adobe, Adobe Acrobat, and the Adobe logos are registered trademarks of Adobe Systems Inc. DEFINITY and the Avaya Inc. logotype are registered trademarks of Avaya Inc. Microsoft, DOS, and Windows are registered trademarks of Microsoft. All products and company names are trademarks or registered trademarks of their respective holders. Obtaining Products To learn more about Avaya Inc. products and services, access the Avaya web site Acknowledgement This document was prepared by Avaya Inc. Professional Services 1111 Freeport Parkway Coppell, TX

3 TABLE OF CONTENTS 1.0 OVERVIEW ADMINISTRATION SUPPORTED BROWSERS GETTING STARTED CONNECTING PERMISSION LEVELS MAIN NAVIGATION ACTIVE GROUPS USERS CREATING USERS DELETING USERS MANAGING USERS Passwords USER SEARCH LDAP SYNCHRONIZATION CREATING DATASOURCE DELETING DATASOURCE MANAGING DATASOURCE Run Job GROUPS CREATING GROUPS DELETING GROUPS MANAGING GROUPS Members Marquee CMS (Optional) IQ (Optional) OA (Optional) Messages MESSAGES CREATING MESSAGES DELETING MESSAGES MANAGING MESSAGES NOTIFIER SYSTEM INFO CMS SYMBOLIC NAMES OA SYMBOLIC NAMES LICENSE INFORMATION APPENDIX A - CMS ITEM DEFINITIONS Page i

4 APPENDIX B - IQ ITEM DEFINITIONS APPENDIX C - OA ITEM DEFINITIONS APPENDIX D - TROUBLESHOOTING Page ii

5 LIST OF FIGURES Figure 1: DW Marquee Display... 1 Figure 2: Login Screen... 3 Figure 3: Main Screen... 4 Figure 4: Login Error... 5 Figure 5: Navigation Menu... 7 Figure 6: Active Group Display... 9 Figure 7: Active User Display Figure 8: Menu - Users Figure 9: Users Screen - Add New User Figure 10: New User Screen Figure 11: Deleting a User Account Figure 12: Delete User Confirmation Figure 13: Users Screen - Edit Link Figure 14: Reset Password Screen Figure 15: Users Screen - Search Figure 16: Users Screen - Search Criteria Figure 17: Users Screen - Search Results Figure 18: Menu LDAP Synchronization Figure 19: User Synchronization Screen - Add New DataSource Figure 20: New User Screen Figure 21: New User Screen After Test Connection Figure 22: Deleting a User Account Figure 23: Delete Datasource Confirmation Figure 24: Users Synchronization Screen Run Job Figure 25: Users Synchronization Screen Run Job Message Figure 26: Users Synchronization Screen Job Details Figure 27: Job Details Screen Figure 28: Job Details Screen Delete Job Figure 29: Job Details Screen Confirmation Figure 30: View User Details Sync from LDAP Screen Figure 31: Menu - Groups Figure 32: Groups Screen - Add New Group Figure 33: New Group Screen Figure 34: Deleting a Group Figure 35: Delete Group Confirmation Figure 36: Edit Group Screen Figure 37: Edit Group - Members Tab Figure 38: Available Users Screen Figure 39: Available Users Screen - Users Selected Figure 40: Edit Group - Member List Figure 41: Edit Group - Removing Members Figure 42: Member Removal Confirmation Figure 43: Edit Group - Marquee Tab Figure 44: Edit Group - CMS Tab Figure 45: CMS Item Details Figure 46: CMS Items Figure 47: Deleting CMS Item Figure 48: CMS Item Details Figure 49: Adding CMS Statistic Figure 50: Edit Group - IQ Tab Figure 51: OA Item Details Figure 52: Source Info Error Message Figure 53: IQ Items Page iii

6 Figure 54: Deleting OA Item Figure 55: IQ Item Details Figure 56: Adding IQ Statistic Figure 57: Edit Group - OA Tab Figure 58: OA Item Details Figure 59: Service Class Error Message Figure 60: OA Items Figure 61: Deleting OA Item Figure 62: OA Item Details Figure 63: Adding OA Statistic Figure 64: Edit Group Messages Tab Figure 65: Group Message Screen Figure 66: Active Group Messages Figure 67: Delete Group Message Figure 68: Menu Messages Figure 69: Create Message Figure 70: New Message General Tab Figure 71: New Message Recipients Tab Figure 72: New Message Recipient Groups Figure 73: New Message Recipient Groups (2) Figure 74: Deleting Messages Figure 75: Delete Message Confirmation Figure 76: Menu Notifier Figure 77: Instant Notification Screen Figure 78: Menu System Info (CMS) Figure 79: CMS Systems Figure 80: CMS System Symbolic Name Figure 81: CMS System ACD Symbolic Name Figure 82: Menu System Info (OA) Figure 83: OA Systems Figure 84: OA System Symbolic Name Figure 85: Menu - System Info (License) Figure 86: License Information Screen (1) Figure 87: License Information Screen (2) Figure 88: License Information Screen (3) Page iv

7 LIST OF TABLES Table 1: Permission Levels... 6 Table 2: Navigation Menu Items... 9 Table 3: Marquee Properties Table 4: CMS Properties Table 5: CMS Item Details Table 6: CMS Statistic Details Table 7: IQ Properties Table 8: IQ Item Details Table 9: IQ Statistic Details Table 10: OA Properties Table 11: OA Item Details Table 12: OA Statistic Details Table 13: Group Message Properties Table 14: Message Categories Table 15: License Information Fields Table 16: CMS - Agent Measurements Table 17: CMS - Split/Skill Measurements Table 18: CMS - VDN Measurements Table 19: IQ - Agent Measurements Table 20: IQ - Queue Measurements Table 21: IQ - Route Point Measurements Table 22: OA - Agent State Measurements Table 23: OA - Agent Service Class Measurements Table 24: OA - Service Class State Measurements Table 25: OA - Service Class Summary Measurements Table 26: Troubleshooting Page v

8 1.0 Overview Desktop Wallboard (DW) is a reporting solution that empowers agents by keeping them informed of contact center performance levels, bulletins, and instant notifications from administrators. The DW desktop solution features multiple scrolling marquees working together (Figure 1: DW Marquee Display) to display dynamic information gathered from multiple sources including Avaya Call Management System, Avaya Operational Analyst, Avaya IQ, and the DW database. Note: CMS and OA marquees are dependant on the optional CMS and OA server-side connector components. Figure 1: DW Marquee Display The CMS marquee provides agents with a data feed from the Call Management System (CMS). Data is retrieved directly from the CMS server through three near real-time custom reports (Agent, Skill, and VDN). As the reports are run, their output is pushed from the CMS to the DW server where it is stored in memory within the CMS Real-Time Collector service. Individual CMS marquees pull data from the DW server based on the CMS item configuration for the DW group that the agent belongs too. As the data is pulled from the DW server, it is checked against any configured thresholds that may exist. If the data exceeds a configured threshold, special threshold processing takes place. The OA marquee provides agents with a data feed from Operational Analyst (OA). OA data is retrieved from the OA server through the OA Data Export API. The DE API is used to setup a series of queries that are run against the Agent State, Agent Service Class, Service Class, and Service Class Summary tables. As the queries are run, their output is retrieved by the OA RealTime Collector service and stored in memory. Individual OA marquees pull data from the DW server based on the OA item configuration for the DW group that the agent belongs too. As the data is pulled from the DW server, it is checked against any configured thresholds that may exist. If the data exceeds a configured threshold, special threshold processing takes place. The IQ marquee is similar to the OA marquee in that data is retrieved from the IQ server via IQ s Data Export API. However, the IQ integration requires the deployment of 4 custom reports (Agent, Queue, Route Point, and Source) on the IQ report server. The IQ Collector then uses those reports to capture specific information from the IQ server. As with the CMS and OA integrations the data is then checked against configured thresholds and displayed accordingly. The Message marquee provides a scrolling list of bulletins sent to agents by administrators. Bulletins are created using the web-based administration application, and they are stored within the DW database. The Message service is responsible for managing bulletins and pushing them to connected recipients. Page 1

9 Additionally, agents can be sent instant notifications. Instant notifications are brief textual messages that are created through the web-based administration application. Instant notifications are sent directly to individual agents and are displayed as pop-up windows in the foreground of the agents desktop. Instant notifications are not stored within the system. 1.1 Administration The administration web application is the primary means of configuration for the DW system. The web application provides the following functionality: Active group/user display. User account creation/administration. Group profile creation/administration. Message creation/administration. Instant notification administration. CMS/ACD symbolic name administration. OA symbolic name administration. 1.2 Supported Browsers The administration web application has been tested against the following browsers: Microsoft Internet Explorer 5.5 or higher. Mozilla Firefox 3.6 or higher. Google Chrome 9.0 or higher. Apple Safari 5.0 and 5.1. Page 2

10 2.0 Getting Started 2.1 Connecting To connect to the administration web application: 1. Start Microsoft Internet Explorer. 2. Enter the following URL replacing the <Server IP or Hostname> entry with the actual IP/hostname of the DW server. IP or Hostname>/WebAdmin 3. Press [Enter]. 4. The browser will be connected to the login screen for the administration web application. Figure 2: Login Screen Note: Connecting to the administration web application for the first time following its installation or a reboot of the server can take some time. The slow connection is due to the.net Framework performing the initial load and JIT compilation of the application. Subsequent connections are much faster. Page 3

11 5. Enter a username and password. The default login credentials are: admin admin Username: Password: 6. Select Login. If the user credentials are validated the main administration window will be displayed. Figure 3: Main Screen If the login credentials were invalid, an error message will be displayed. Check the credentials and repeat steps 5 & 6. Page 4

12 Figure 4: Login Error Note: The administration web application uses a configurable timeout. If a user is logged into the web application and no action is performed before the timeout expires, any subsequent action will result in the user being redirected to the login screen. To learn more about the configurable timeout property check the Desktop Wallboard: Installation & Configuration guide. The default timeout period is 10 minutes. 2.2 Permission Levels Desktop Wallboard is designed to make use of user permissions. Within the DW system, there are three permission levels. Permission Level Administrator Group Manager Description System level permission is the highest level of permission available within DW. A DW system administrator can make changes to any entity in the system. The Group Manager level grants a user the ability to administer the Desktop Wallboard group that they belong to. This includes adding/removing users, configuring items and the display, and sending Page 5

13 User notifications to other group members. This level has no system capability. This should be given to all users who do not need the ability to administer the system or groups. Table 1: Permission Levels Note: Only users with Administrator or Group Manager privileges may access the Administration web site. Page 6

14 3.0 Main 3.1 Navigation Access to different features of the administration web application is controlled by the navigation menu on the left-hand side of the screen. Figure 5: Navigation Menu The following table describes the default menu options: Menu Item Main Users LDAP Synchronization Description This item will direct the user s browsers to the main screen. This item is used to access the list of users defined in the DW system. The user list also provides direct access to each user s full account details. This item is used to access the list of LDAP data sources defined in the DW system. In addition, the data source list provides access to the details of each data source. It also provides option to run the user synchronization Page 7

15 Groups Messaging Notifier job and verify its job details. This item is used to access the list of groups defined in the DW system. In addition, the group list provides access to the details of each group including user membership, marquee designs, This is a drop-down menu item made of up of the following sub menu items: Active Pending Expired These sub menus provide access to messages defined in the DW system based on the status of the message. This option opens the instant notification page. Instant notifications are short messages that can sent directly to one or more individual users. Instant notifications appear as pop up windows at the users desktop. Only users who are actively logged-in through their marquee can receive instant notifications. This is a drop-down menu that is made up of the following optional sub menu items: CMS OA License The CMS and OA items are optional and are controlled by whether the optional CMS and OA data services are installed in the DW system. System Info (Optional) The CMS item provides access to the symbolic name administration page. From this page you can create symbolic names for all connected CMS s and ACD s. The OA item provides similar functionality for the connected OA servers. The License option displays the current status of the license specified in the Web.config. Note: Symbolic names have no impact on the actual CMS, ACD, or OA servers. They are Page 8

16 simply names that are stored in the DW database to provide easier administration of CMS and OA display definitions. Table 2: Navigation Menu Items 3.2 Active Groups From the main screen, you can view all active groups. An active group is defined as any DW group with at least one member currently logged into their marquee and connected to the DW server. Figure 6: Active Group Display Active groups are shown as an alphabetized list. Each group has a View link associated with it. Clicking the View link will open a new browser window with a display of the currently logged in members for that group. Note: If you have pop up blocker software installed, or if your browser natively supports pop up blocking, you will have to disable it in order to use many of the features within the administration web application. Page 9

17 Figure 7: Active User Display If the Active Groups display is empty, there are no users logged into the DW server. Page 10

18 4.0 Users The Users page displays all user accounts created in the DW system. User accounts are displayed in a table format alphabetized in ascending order by last name. Note: You can sort the list of users by clicking on any of the column headers. The soft order will change between ascending and descending if you click the same column multiple times. Note: The users list is displayed as a paginated table. If there are more user accounts than available space, extra pages are added to host the overflow accounts. To change pages simply select the page number at the bottom left of the table. By default, the table will display a maximum of 20 user records per page. That value can be changed in the underlying HTML to support the display of fewer or greater records when the GridPageSize in webadmin web.config file is 0, but that change should only be performed by trained Avaya personnel. User accounts contain specific information about individual users including: A username that is unique within the DW system. First and last name of the user. Phone Login ID that is unique within the DW system.(the numeric identifier created on the Communication Manager for the user). A password. Note: If the DW system includes the optional OA Real-Time Collector then DW usernames must be identical to the usernames defined within the OA system. Note: Phone Login ID s are only required if the DW system includes the optional CMS RealTime Collector service. Note: All users are required to have a password. When a user account is created, the password is automatically set to the username. Passwords are stored in an encrypted format. 4.1 Creating Users To create a new user account: 1. Click Users from the navigation menu. Page 11

19 Figure 8: Menu - Users 2. In the Users display, click Add New User. Figure 9: Users Screen - Add New User Page 12

20 3. On the New User screen, enter the requested information. Figure 10: New User Screen 4. Click Save to save the new user account to the database, or Cancel to discard the new user account. Note: If the specified username is not unique within the DW system, an error message will be displayed. 4.2 Deleting Users To delete an existing user account: 1. Click Users from the navigation menu. 2. From the Users display screen, select the checkbox next to the user account that wish to delete. Page 13

21 Figure 11: Deleting a User Account Note: Selecting the checkbox for a user account will enable the Delete Marked Items and Clear Marked Items buttons. 3. Click Delete Marked Items to delete all user accounts that have been checked, or click Clear Marked Items to clear the checkboxes for all items that are marked. 4. When prompted to confirm the deletion click OK to confirm, or click Cancel to abort the deletion. Figure 12: Delete User Confirmation Page 14

22 4.3 Managing Users Passwords All user accounts require a password. When a user account is created, its password is automatically set to match the username. Passwords are set automatically in order to alleviate the extra step of creating a password should your DW system not be configured to support marquee authentication. If your DW system is configured to support marquee authentication and the default password is not desired then the password can be changed using the reset feature. Note: Passwords are stored in a symmetric, one-way encrypted format. To set a user s password: 1. Click Users from the navigation menu. 2. Click the Edit link for the user account whose password you want to reset. Figure 13: Users Screen - Edit Link 3. In the Edit User screen, click the Set Password button. This will pop up a new window. Page 15

23 Figure 14: Reset Password Screen 4. Enter the new password in the Password: field. 5. Confirm the new password by re-entering it in the Confim: field. 6. Select Save to save the new password, or Cancel to revert to the existing password. Note: If the password and the confirmation do not match, an error message will be displayed. Passwords are case sensitive. 4.4 User Search If your DW installation contains a large number of users you can simplify the process of locating specific user accounts by using the user search feature. To search for user(s): 1. Click Users from the navigation menu. 2. In the Users display, click the Search button. This will display the Search Criteria section. Page 16

24 Figure 15: Users Screen - Search 3. Enter the desired search criteria. You may search based on last name, first name, or username. You may also specify any combination of the three criteria. Page 17

25 Figure 16: Users Screen - Search Criteria 4. After entering the desired criteria click Go. Any values that match the criteria you entered will be displayed. Page 18

26 Figure 17: Users Screen - Search Results 5. To return to the full list of users click the Clear button. Page 19

27 Note: The search feature supports the regex. Example: Meta Character Definition Pattern Sample Matches ^ $. {...} [...] (...) * +? Start of a string. End of a string. Any character (except \n newline) Alternation. Explicit quantifier notation. Explicit set of characters to match. Logical grouping of part of an expression. 0 or more of previous expression. 1 or more of previous expression. 0 or 1 of previous expression; also forces minimal matching when an expression might match several strings within a search string. Preceding one of the above, it makes it a literal instead of a special character. Preceding a special matching character, see below. ^abc abc$ a.c bill ted ab{2}c a[bb]c (abc){2} ab*c ab+c abc, abcdefg, abc123,... abc, endsinabc, 123abc,... abc, aac, acc, adc, aec,... ted, bill abbc abc, abc abcabc ac, abc, abbc, abbbc,... abc, abbc, abbbc,... ab?c ac, abc a\sc ac \ Page 20

28 5.0 LDAP Synchronization The LDAP Synchronization page displays all ldap datasources created in the DW system. The datasources are displayed in a table format alphabetized in ascending order by ID. Note: The data source list is displayed as a paginated table. If there are more data source accounts than available space, extra pages are added to host the overflow accounts. To change pages simply select the page number at the bottom left of the table. By default, the table will display a maximum of 20 user records per page. That value can be changed in the underlying HTML to support the display of fewer or greater records when the GridPageSize in webadmin web.config file is 0, but that change should only be performed by trained Avaya personnel. The data source contains specific information about LDAP Synchronization: A datasource name that is unique within the DW system. Host & Port is the address of the LDAP server. Principal is the authenticated user who has access to LDAP server. A password. Base Distinguished Name is the container where the users are synced. LDAP User Schema is the schema type when synchronizing the users. Search Filter is optional and it is required when custom search filter is applied to synchronizing the users. Allow Deletions is used when synchronizing the DW users with the deleted users in LDAP. Allow User Update is used to overwrite the user s attributes with LDAP attributes. Schedule is to recurrence the user synchronization in particular interval. Test Connection is used to check if the configured directory parameters are correct and can fetch the user records from the LDAP server. Map Attributes is assigning LDAP Attributes to DW user data. DW Field LDAP Attribute ObjectGuid. Source User Key Note: A unique user identification in LDAP. This is non-editable mandatory field. First Name Givenname. Note: This is non-editable mandatory field. Last Name SN Note: This is non-editable mandatory field. Login Name SAM Account Name Page 21

29 Note: This is non-editable mandatory field. Member Of. User Role Note: This is non-editable mandatory field. Any LDAP Attribute which contains phone login field. Phone Login Note: This is editable mandatory field and default to pager attribute. Note: Password is not saved in DW, hence password is required for each connection testing request. Note: Only Inetorgperson or User schema is accepted in LDAP User Schema. Note: Number of days scheduled can be between 1 and Creating DataSource To create a new user account: 1. Click LDAP Synchronization from the navigation menu. Figure 18: Menu LDAP Synchronization Page 22

30 2. In the User Synchronization display, click Add New DataSource. Figure 19: User Synchronization Screen - Add New DataSource Page 23

31 3. On the New DataSource screen, enter the requested information. Figure 20: New User Screen 4. Click Test Connection to check the LDAP Connection. Page 24

32 Figure 21: New User Screen After Test Connection 5. Click Save to save the new datasource to the database, or Cancel to discard the new user account. Note: If the specified datasource is not unique within the DW system, an error message will be displayed. 5.2 Deleting Datasource To delete an existing user account: 1. Click LDAP Synchronization from the navigation menu. 2. From the User Synchronization display screen, select the checkbox next to the datasource account that wish to delete. Page 25

33 Figure 22: Deleting a User Account Note: Selecting the checkbox for a user account will enable the Delete Marked Items and Clear Marked Items buttons. 3. Click Delete Marked Items to delete all user accounts that have been checked, or click Clear Marked Items to clear the checkboxes for all items that are marked. 4. When prompted to confirm the deletion click OK to confirm, or click Cancel to abort the deletion. Page 26

34 Figure 23: Delete Datasource Confirmation 5.3 Managing DataSource Run Job The users can be synchronized from the LDAP server using scheduling or manual. Manual job submit is useful when users are need to be synchronized immediately once the job is submitted. Note: Passwords are stored in a symmetric, one-way encrypted format. To run a manual job: 1. Click Ldap Synchronization from the navigation menu. 2. In the User Synchronization page, Click the check box for the datasource would enable the Run Job. Page 27

35 Figure 24: Users Synchronization Screen Run Job 3. Once the Run Job clicked, the page would display if the job has been posted. Page 28

36 Figure 25: Users Synchronization Screen Run Job Message Page 29

37 4. Click the Job Details to check the job status. Figure 26: Users Synchronization Screen Job Details Page 30

38 5. Job Details page would be displayed. Figure 27: Job Details Screen Note: The JobStatus are Queued, Running, Completed, and Failed. Page 31

39 6. To delete a job, click the checkbox for the job to be deleted. Figure 28: Job Details Screen Delete Job 7. Click the confirmation for deleting the job. Figure 29: Job Details Screen Confirmation Page 32

40 8. Click the Show to know the job in detail which will pop out to another window. Figure 30: View User Details Sync from LDAP Screen Page 33

41 5.0 Groups The Groups page displays all group accounts created in the DW system. Group accounts are displayed in a table format alphabetized in ascending order by group name. Note: You can change the sort style to descending by clicking the Group Name header at the top of the table. Note: The groups list is displayed as a paginated table. If there are more group accounts than available space, extra pages are added to host the overflow accounts. To change pages simply select the page number at the bottom left of the table. By default, the table will display a maximum of 20 group records per page. That value can be changed in the underlying HTML to support the display of fewer or greater records when the GridPageSize in Webadmin web.config file is 0, but that change should only be performed by trained Avaya personnel. Groups accounts contain the following information: Group name and an optional description. Membership information. Note: Users can be members of only one group. Layout design for the marquee. CMS data definition (optional). OA data definition (optional). List of active messages for the group. 5.1 Creating Groups To create a new group account: 1. Click Groups on the navigation menu. Page 34

42 Figure 31: Menu - Groups 2. From the Groups screen, click Add New Group. Figure 32: Groups Screen - Add New Group The New Group management page will displayed. Page 35

43 Figure 33: New Group Screen 3. On the General tab, enter a unique name for the group. Optionally, you may enter a brief description for the group. 4. Click Save to save the basic group definition, or Cancel to abort. Page 36

44 5.2 Deleting Groups Note: Deleting a group will not delete the accounts of the group s members. However, it will free those user accounts for membership in another group. To delete a group: 1. Select Groups from the navigation menu. 2. In the groups list, select the group you wish to delete by marking the checkbox at the far right of the groups entry in the list. Figure 34: Deleting a Group Note: Selecting the checkbox for a group account will enable the Delete Marked Items and Clear Marked Items buttons. 3. Select Delete Marked Items to delete the marked groups, or Clear Marked Items to clear all marked checkboxes. 4. When prompted to confirm the deletion select OK to confirm or Cancel to abort the deletion. Page 37

45 Figure 35: Delete Group Confirmation 5.3 Managing Groups Group management involves the following steps: Adding members to the group. Defining the display layout for the marquee used by group members. Setting up display definitions for optional data services (ex. CMS or OA). Create messages for the groups members. Tip: Whenever you change the settings of a group make sure to click Save. Note: If changes are made to a group while any of that groups members are actively connected/logged into the DW system, the changes will be automatically pushed to their marquee Members Before a DW user can successfully use their desktop marquee, they must be added to a DW group as a member. Membership in a particular group is necessary in order to provide a display layout for the users marquee as well as definitions for data services Adding Members To add a user(s) to a group: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the Members tab. Page 38

46 Figure 36: Edit Group Screen 4. On the Members tab, click the Add Members button. Page 39

47 Figure 37: Edit Group - Members Tab This will pop up a new window containing a list of all DW users who are not currently members of a group and who has access to them. Page 40

48 Figure 38: Available Users Screen 5. Select the user who you would like to add the group by marking the checkbox associated with their names. Tip: Multiple users can be added to a group at once. Page 41

49 Figure 39: Available Users Screen - Users Selected 6. Click the Save button to add the users to the group, or Cancel to abort the operation and dismiss the window. You may also click Clear Marked Items to clear all marked users. The users are now displayed as members of the group. Tip: The Available Users dialog includes a search feature to assist in locating specific users. Page 42

50 Figure 40: Edit Group - Member List Removing Members To remove a member(s) from a group: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the Members tab. 4. Mark the checkbox next to each user that want to remove from the group. Page 43

51 Figure 41: Edit Group - Removing Members Note: Selecting the checkbox associated with a member will enable the Remove Marked Items and Clear Marked Items buttons. 5. Click Remove Marked Items to remove the marked members from the group, or click Clear Marked Items to clear all marked members and abort the operation. 6. Click OK to confirm the removal of the marked members. Figure 42: Member Removal Confirmation Page 44

52 5.3.2 Marquee The marquee tab is used to configure the display layout of the desktop marquee for all of the group s members. The following table describes each display property: Property Description The docked property indicates that the desktop marquee should be displayed as a toolbar docked to either the top or bottom screen edge. Docked Note: Selecting the Docked option enables the Edge property. This property indicates that the marquee will be displayed as a standard window. This property is only available when the marquee is displayed in floating format. This property adjusts the Z-order of the window causing it to be displayed on top of all other windows. This property is used to enable the Exit menu option on the marquee. Floating Always on Top Enable Exit Menu Note: If this property is not set a user will not be able to exit/shutdown the marquee without terminating the process in the Windows Task Manager. Table 3: Marquee Properties Setting Marquee Properties To change marquee properties: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the Marquee tab. Page 45

53 Figure 43: Edit Group - Marquee Tab 4. Set the desired properties. Page 46

54 5.3.3 CMS (Optional) The CMS tab is optionally available if the DW system is configured to support CMS data services. This tab displays general configuration information related to the CMS line within the desktop marquee. The following table describes each property. Property Refresh Rate Background Color Font Font Size Bold Normal Font Color Caution Font Color Description Controls how often the marquee will request value updates for the configured CMS items. Note: Time in seconds. Controls the background color for the CMS line only. Controls the font used to display the items in the CMS line. Controls the overall height of the text items. Controls whether items are displayed in bold. Controls the color that text is drawn in if the specific CMS item has not broken a designated threshold. Controls the color that text is drawn in if the specific CMS item has broken its caution threshold. Specifies a WAV file that the marquee should play if a CMS item breaks its caution threshold. Note: Caution Sound Critical Font Color Critical Sound Marquee: The WAV file will not be downloaded to the marquee. This option is simply telling the marquee where it should look for a particular WAV file. If you enter a local path for a WAV (ex. C:\Windows\Media\ding.wav), the same path must also exist on the agent machine. WebMarquee: The Wav file should be placed in [DW Installed path]\webmarquee\audio. The WAV file will be download to the Web Marquee. Controls the color that text is drawn in if the specific CMS item has broken its critical threshold. Specifies a WAV file that the marquee should play if a CMS item breaks its critical threshold. Page 47

55 Note: Marquee: The WAV file will not be downloaded to the marquee. This option is simply telling the marquee where it should look for a particular WAV file. If you enter a local path for a WAV (ex. C:\Windows\Media\ding.wav), the same path must also exist on the agent machine. WebMarquee: The Wav file should be placed in [DW Installed path]\webmarquee\audio. The WAV file will be download to the Web Marquee. List that displays all CMS items configured for the group. Items Table 4: CMS Properties Setting CMS Properties To change marquee properties: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the CMS tab. Page 48

56 Figure 44: Edit Group - CMS Tab 4. Set the desired properties Adding CMS Items To add CMS items: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the CMS tab. 4. On the CMS tab, click the Add button next to the items list. This will pop up the CMS Item Details window. Page 49

57 Figure 45: CMS Item Details The CMS Item Details window contains the following information: Property Report Measurements CMS Description This list contains the various CMS report types that DW supports including: Agent Skill VDN The measurements list contains the various measurements that are available from each CMS report. Note: The measurements list is automatically updated as the report type is changed. The specific CMS that contains the ACD Page 50

58 ACD Description where the measurements value should be drawn from. The specific ACD that the measurements value should be drawn from. A brief description of the CMS item. This is the header information that will be displayed in the marquee preceding the value. Tip: When defining several items of the same type (e.g. Calls in Queue) within the same group profile add an identifier to the description field that will set each item apart and make it unique. A good method to use is to include the value of the key field for Skill and VDN category items in the description. For instance, if defining two items of type Calls in Queue from the Skill category for the skills numbered 10 and 11 adjust the description of the items to read Calls in Queue for Skill 10 and Calls in Queue for Skill 11 instead of simply Calls in Queue and Calls in Queue. The key represents the specific agent ID, skill, or VDN that this CMS item should be queried against. Note: The key value type is dependent on the CMS report type. For CMS items of the Skill category enter a skill number. For CMS items of the VDN category enter a VDN number. Note: The Key can take multiple keys for the combined sum values. Key Ex: For the multiple keys ranges between 1-5, the Key can be entered as: 1,2,3,4,5 (or) 1-5 (or) 1,2,3-5. Ex: If the value for the keys in CMS are 101, 102, 103, 104, 105, the output value in marque is 515. Note: CMS items of the Agent category are unique. If an agent ID is entered, then that CMS item will be pulled for only that agent ID and will be displayed for every member of the group. If the CMS item is to be pulled for each Page 51

59 individual agent, set the key value to 0 (zero is the default entry). This will force the client application to substitute the ACD ID of the locally logged-in agent when requesting that particular CMS item from the server. The value at which the caution font color will be used to display the item. The value at which the critical font color will be used to display the item. Caution Threshold Critical Threshold Table 5: CMS Item Details 5. Set the properties as needed for the item. 6. Click Save to add the item to the group, or click Cancel to abort the operation. Once the item is added to the group it will be displayed in the Item list on the CMS tab. Figure 46: CMS Items Deleting CMS Items To delete a CMS item: Page 52

60 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the CMS tab. 4. Select the CMS item to be removed from the Items list. 5. Click Delete Item. Figure 47: Deleting CMS Item Editing CMS Items To edit an existing CMS item: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the CMS tab. 4. Select the CMS item to be edited from the Items list. Page 53

61 5. Click Edit Item. This will open the CMS Item Details window populated with the items information. 6. Adjust the items properties. 7. Select Save to commit the changes, or click Cancel to abort the operation Adding CMS Statistics To add CMS statistics: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the CMS tab. 4. On the CMS tab, click the Add button next to the statistics list box. This will pop up the CMS Statistic Details window. Figure 48: CMS Item Details Page 54

62 The CMS Statistic Details window contains the following information: Property Description Calculation Caution Threshold Critical Threshold Format As Time Items Description A brief description of the CMS statistic. This is the header information that will be displayed in the marquee preceding the value. Tip: When creating a statistic a good rule of thumb is to create a name that describes the overall statistic. For example, if the statistic will contain a series of Calls in Queue items for all of the skills associated with the Help Desk you might name the statistic Total Calls in Queue for Help Desk. This drop down contains all of the support calculation types. AVG (Average) MAX (Maximum) MIN (Minimum) SUM (Summation) The value at which the caution font color will be used to display the item. The value at which the critical font color will be used to display the item. This flag indicates that the items used in the statistic are time based values and that the resulting value displayed to the agent should be formatted as HH:MM:SS instead of just seconds. Lists all of the individual CMS items that make up the statistic. Table 6: CMS Statistic Details 5. Set the properties as needed for the statistic. 6. Click Save to add the statistic to the group, or click Cancel to abort the operation. Once the statistic is added to the group it will be displayed in the Statistic list on the CMS tab. Page 55

63 Figure 49: Adding CMS Statistic Deleting CMS Statistics To delete a CMS statistic: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the CMS tab. 4. Select the CMS statistic to be removed from the Statistics list. 5. Click Delete Editing CMS Statistics To edit an existing CMS statistic: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. Page 56

64 3. On the Edit Group page, select the CMS tab. 4. Select the CMS statistic to be edited from the Statistics list. 5. Click Edit. This will open the CMS Statistic Details window populated with the statistic s information. 6. Adjust the properties. 7. Select Save to commit the changes, or click Cancel to abort the operation. Page 57

65 5.3.4 IQ (Optional) The IQ tab is optionally available if the DW system is configured to support Avaya IQ data services. This tab displays general configuration information related to the IQ line within the desktop marquee. The following table describes each property. Property Refresh Rate Background Color Font Font Size Bold Normal Font Color Caution Font Color Description Controls how often the marquee will request value updates for the configured IQ items. Note: Time in seconds. Controls the background color for the IQ line only. Controls the font used to display the items in the IQ line. Controls the overall height of the text items. Controls whether items are displayed in bold. Controls the color that text is drawn in if the specific IQ item has not broken a designated threshold. Controls the color that text is drawn in if the specific IQ item has broken its caution threshold. Specifies a WAV file that the marquee should play if a IQ item breaks its critical threshold. Note: Caution Sound Critical Font Color Critical Sound Marquee: The WAV file will not be downloaded to the marquee. This option is simply telling the marquee where it should look for a particular WAV file. If you enter a local path for a WAV (ex. C:\Windows\Media\ding.wav), the same path must also exist on the agent machine. WebMarquee: The Wav file should be placed in [DW Installed path]\webmarquee\audio. The WAV file will be download to the Web Marquee. Controls the color that text is drawn in if the specific IQ item has broken its critical threshold. Specifies a WAV file that the marquee should play if a IQ item breaks its critical threshold. Page 58

66 Note: Marquee: The WAV file will not be downloaded to the marquee. This option is simply telling the marquee where it should look for a particular WAV file. If you enter a local path for a WAV (ex. C:\Windows\Media\ding.wav), the same path must also exist on the agent machine. WebMarquee: The Wav file should be placed in [DW Installed path]\webmarquee\audio. The WAV file will be download to the Web Marquee. List that displays all IQ items configured for the group. Items Table 7: IQ Properties Setting IQ Properties To change marquee properties: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the IQ tab. Page 59

67 Figure 50: Edit Group - IQ Tab 4. Set the desired properties Adding IQ Items To add IQ items: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the IQ tab. 4. On the IQ tab, click the Add Item button. This will pop up the IQ Item Details window. Page 60

68 Figure 51: OA Item Details The IQ Item Details window contains the following information: Property Report Measurements Source Description This list contains the various IQ report types that DW supports including: Agent Queue Route Point The measurements list contains the various measurements that are available from each IQ report. Note: The measurements list is automatically updated as the report type is changed. The specific IQ server where the Page 61

69 measurements value should be drawn from. A brief description of the IQ item. This is the header information that will be displayed in the marquee preceding the value. Tip: When defining several items of the same type (e.g. State Name) within the same group profile add an identifier to the description field that will set each item apart and make it unique. A good method to use is to include the value of the key field in the description. The key represents the specific agent ID or service class ID that the item should be queried against. Description Note: IQ items of the Agent category are unique. If an agent ID is entered, then the value of the IQ item will be pulled for only that agent ID and will be displayed for every member of the group. If the item is to be pulled for each individual agent, set the key value to 0 (zero is the default entry). This will force the client application to substitute the agent ID of the locally logged-in agent when requesting that particular IQ item from the server. The value at which the caution font color will be used to display the item. The value at which the critical font color will be used to display the item. Key Caution Threshold Critical Threshold Table 8: IQ Item Details 5. Set the properties as needed for the item. 6. Click Save to add the item to the group, or click Cancel to abort the operation. Once the item is added to the group it will be displayed in the Item list on the IQ tab. Note: If you change the report type to Queue or Route Point the Key field will change from a text box to a drop-down list and it will be populated with the names of all queues and route points defined within Avaya IQ. Note: If you attempt to administer IQ items without an active connection to the Avaya IQ server you will receive an error message about the failed connection and no source information will be populated. Page 62

70 Figure 52: Source Info Error Message Page 63

71 Figure 53: IQ Items Deleting IQ Items To delete an IQ item: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the IQ tab. 4. Select the IQ item to be removed from the Items list. 5. Click Delete Item. Page 64

72 Figure 54: Deleting OA Item Editing IQ Items To edit an existing IQ item: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the IQ tab. 4. Select the IQ item to be edited from the Items list. 5. Click Edit Item. This will open the IQ Item Details window populated with the items information. Page 65

73 6. Adjust the items properties. 7. Select Save to commit the changes, or click Cancel to abort the operation Adding IQ Statistics To add IQ statistics: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the IQ tab. 4. On the IQ tab, click the Add button next to the statistics list box. This will pop up the IQ Statistic Details window. Figure 55: IQ Item Details Page 66

74 The IQ Statistic Details window contains the following information: Property Description Calculation Caution Threshold Critical Threshold Format As Time Items Description A brief description of the IQ statistic. This is the header information that will be displayed in the marquee preceding the value. Tip: When creating a statistic a good rule of thumb is to create a name that describes the overall statistic. For example, if the statistic will contain a series of Work Items in Queue items for all of the skills associated with the Help Desk you might name the statistic Total Work Items in Queue for Help Desk. This drop down contains all of the support calculation types. AVG (Average) MAX (Maximum) MIN (Minimum) SUM (Summation) The value at which the caution font color will be used to display the item. The value at which the critical font color will be used to display the item. This flag indicates that the items used in the statistic are time based values and that the resulting value displayed to the agent should be formatted as HH:MM:SS instead of just seconds. Lists all of the individual IQ items that make up the statistic. Table 9: IQ Statistic Details 5. Set the properties as needed for the statistic. 6. Click Save to add the statistic to the group, or click Cancel to abort the operation. Once the statistic is added to the group it will be displayed in the Statistic list on the IQ tab. Page 67

75 Figure 56: Adding IQ Statistic Deleting IQ Statistics To delete an IQ statistic: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the IQ tab. 4. Select the IQ statistic to be removed from the Statistics list. 5. Click Delete. Page 68

76 Editing IQ Statistics To edit an existing IQ statistic: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the IQ tab. 4. Select the IQ statistic to be edited from the Statistics list. 5. Click Edit. This will open the IQ Statistic Details window populated with the statistic s information. 6. Adjust the properties. 7. Select Save to commit the changes, or click Cancel to abort the operation. Page 69

77 5.3.5 OA (Optional) The OA tab is optionally available if the DW system is configured to support OA data services. This tab displays general configuration information related to the OA line within the desktop marquee. The following table describes each property. Property Refresh Rate Background Color Font Font Size Bold Normal Font Color Caution Font Color Description Controls how often the marquee will request value updates for the configured OA items. Note: Time in seconds. Controls the background color for the OA line only. Controls the font used to display the items in the OA line. Controls the overall height of the text items. Controls whether items are displayed in bold. Controls the color that text is drawn in if the specific OA item has not broken a designated threshold. Controls the color that text is drawn in if the specific OA item has broken its caution threshold. Specifies a WAV file that the marquee should play if a OA item breaks its critical threshold. Note: Caution Sound Critical Font Color Critical Sound Marquee: The WAV file will not be downloaded to the marquee. This option is simply telling the marquee where it should look for a particular WAV file. If you enter a local path for a WAV (ex. C:\Windows\Media\ding.wav), the same path must also exist on the agent machine. WebMarquee: The Wav file should be placed in [DW Installed path]\webmarquee\audio. The WAV file will be download to the Web Marquee. Controls the color that text is drawn in if the specific OA item has broken its critical threshold. Specifies a WAV file that the marquee should play if a OA item breaks its critical threshold. Page 70

78 Note: Marquee: The WAV file will not be downloaded to the marquee. This option is simply telling the marquee where it should look for a particular WAV file. If you enter a local path for a WAV (ex. C:\Windows\Media\ding.wav), the same path must also exist on the agent machine. WebMarquee: The Wav file should be placed in [DW Installed path]\webmarquee\audio. The WAV file will be download to the Web Marquee. List that displays all OA items configured for the group. Items Table 10: OA Properties Setting OA Properties To change marquee properties: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the OA tab. Page 71

79 Figure 57: Edit Group - OA Tab 4. Set the desired properties Adding OA Items To add OA items: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the OA tab. 4. On the OA tab, click the Add Item button. This will pop up the OA Item Details window. Page 72

80 Figure 58: OA Item Details The OA Item Details window contains the following information: Property Report Measurements Description This list contains the various OA report types that DW supports including: Agent State Agent Service Class Service Class Service Class Summary The measurements list contains the various measurements that are available from each OA report. Note: The measurements list is automatically updated as the report type is changed. Page 73

81 The specific OA server where the measurements value should be drawn from. A brief description of the OA item. This is the header information that will be displayed in the marquee preceding the value. OA Tip: When defining several items of the same type (e.g. State Name) within the same group profile add an identifier to the description field that will set each item apart and make it unique. A good method to use is to include the value of the key field in the description. The key represents the specific agent ID or service class ID that the item should be queried against. Description Note: OA items of the Agent State and Agent Service Class categories are unique. If an agent ID is entered, then that OA item will be pulled for only that agent ID and will be displayed for every member of the group. If the item is to be pulled for each individual agent, set the key value to 0 (zero is the default entry). This will force the client application to substitute the agent ID of the locally logged-in agent when requesting that particular OA item from the server. The value at which the caution font color will be used to display the item. The value at which the critical font color will be used to display the item. Key Caution Threshold Critical Threshold Table 11: OA Item Details 5. Set the properties as needed for the item. 6. Click Save to add the item to the group, or click Cancel to abort the operation. Once the item is added to the group it will be displayed in the Item list on the OA tab. Note: If you change the report type to Service Class or Service Class Summary the Key field will change from a text box to a drop-down list and it will be populated with the names of all service classes defined within Operational Analyst or a subset of service classes if a WHERE clause is defined within the Web.config file. For further information regarding WHERE clauses and the Web.config see Desktop Wallboard: Installation & Configuration guide. Note: Attempts to change the report type to Service Class or Service Class Summary without an active connection to the Operational Analyst Real-Time Collector will result in an error. Page 74

82 Figure 59: Service Class Error Message Page 75

83 Figure 60: OA Items Deleting OA Items To delete a CMS item: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the OA tab. 4. Select the OA item to be removed from the Items list. 5. Click Delete Item. Page 76

84 Figure 61: Deleting OA Item Editing OA Items To edit an existing OA item: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the OA tab. 4. Select the OA item to be edited from the Items list. 5. Click Edit Item. This will open the OA Item Details window populated with the items information. 6. Adjust the items properties. 7. Select Save to commit the changes, or click Cancel to abort the operation Adding OA Statistics To add OA statistics: Page 77

85 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the OA tab. 4. On the OA tab, click the Add button next to the statistics list box. This will pop up the OA Statistic Details window. Figure 62: OA Item Details The OA Statistic Details window contains the following information: Property Description A brief description of the OA statistic. This is the header information that will be displayed in the marquee preceding the value. Description Tip: When creating a statistic a good rule of thumb is to create a name that describes the overall statistic. For example, if the statistic will Page 78

86 Calculation Caution Threshold Critical Threshold Format As Time Items contain a series of Work Items in Queue items for all of the skills associated with the Help Desk you might name the statistic Total Work Items in Queue for Help Desk. This drop down contains all of the support calculation types. AVG (Average) MAX (Maximum) MIN (Minimum) SUM (Summation) The value at which the caution font color will be used to display the item. The value at which the critical font color will be used to display the item. This flag indicates that the items used in the statistic are time based values and that the resulting value displayed to the agent should be formatted as HH:MM:SS instead of just seconds. Lists all of the individual OA items that make up the statistic. Table 12: OA Statistic Details 5. Set the properties as needed for the statistic. 6. Click Save to add the statistic to the group, or click Cancel to abort the operation. Once the statistic is added to the group it will be displayed in the Statistic list on the OA tab. Page 79

87 Figure 63: Adding OA Statistic Deleting OA Statistics To delete a OA statistic: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the OA tab. 4. Select the OA statistic to be removed from the Statistics list. 5. Click Delete Editing OA Statistics To edit an existing OA statistic: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. Page 80

88 3. On the Edit Group page, select the OA tab. 4. Select the OA statistic to be edited from the Statistics list. 5. Click Edit. This will open the OA Statistic Details window populated with the statistic s information. 6. Adjust the properties. 7. Select Save to commit the changes, or click Cancel to abort the operation. Page 81

89 5.3.6 Messages The Messages tab within the Edit Group page is used to manage active messages in which the current group is listed as a recipient Creating New Messages To create a new message: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the Messages tab. Figure 64: Edit Group Messages Tab 4. On the Messages tab, click the Create Message button. This will pop up the Group Message window. Page 82

90 Figure 65: Group Message Screen The Group Message screen contains the following properties: Property Content Start Date End Date Description The actual message. This indicates when the message will first become available for display. This indicates when the message will be Page 83

91 Font Font Size Font Color Background Bold Italic Underline moved from the active status to the expired status. The font to use when displaying the message on the marquee. The height to use when displaying the message. The color to use when displaying the message. The background color of the message. Indicates that the message should be displayed in bold. Indicates that the message should be displayed in italic. Indicates that the message should be displayed underlined. Table 13: Group Message Properties 5. Set the desired properties for the message. 6. Click Save to commit the message, or click Cancel to abort the action. Once the message has been committed, it will be displayed on the Messages tab for the group. Note: Messages created for a particular group are automatically addressed to that group. Other groups can be added to the message, but that requires editing the message from the main Messaging option on the navigation menu. See section 6.3 Managing Messages for further information. Page 84

92 Figure 66: Active Group Messages Removing Messages To delete a group message: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the Messages tab. 4. Select the message to be removed from the list of group messages. 5. Click Delete Marked Item. Page 85

93 Figure 67: Delete Group Message Note: Deleting a group message does not actually remove the message from the system. It simply removes the current group from the recipient list of the message. To completely remove a message from the system see section 6.2 Deleting Messages Editing Messages To edit an existing group message: 1. Click Groups on the navigation menu. 2. Select the Edit link associated with the group that the user is too join. 3. On the Edit Group page, select the Messages tab. 4. Click the Edit link associated with the specified message. 5. Adjust the desired properties of the message. 6. Click Save to commit the changes, or click Cancel to abort the action. Page 86

94 6.0 Messages The messages feature provides a way to distribute static information to DW groups. Messages are divided into three categories. Category Active Pending Expired Description Messages in this category are those that are currently viewable based on their start and end date. Messages in this category are those that are not yet viewable because their start date is sometime in the future. Messages in this category are those that are no longer viewable because their end date has already past. Table 14: Message Categories 6.1 Creating Messages To create a new message: 1. Click Messages on the navigation menu. The menu will be expanded to display the message categories. Tip: New messages can be created from within any message category. Figure 68: Menu Messages Page 87

95 2. Select a message category. 3. From the message screen, select Create Message. Figure 69: Create Message 4. On the New Message screen set the appropriate message properties on the General tab. Tip: The start date value for a new message is automatically set to the current date/time. The end date is automatically set for 24 hours later. Page 88

96 Figure 70: New Message General Tab 5. Click the Recipients tab. Page 89

97 Figure 71: New Message Recipients Tab 6. Click Add Recipients. This will pop up the Groups display. Page 90

98 Figure 72: New Message Recipient Groups 7. Mark the checkbox next to each group that you want to add to the messages recipient list. Note: When Group Admin creates the messages, the grid will be displayed with group admin administered groups. Page 91

99 Figure 73: New Message Recipient Groups (2) 8. Click Save to save the new message, or Cancel to abort the action. Note: Clicking Clear Marked Items will clear all selected groups. Note: New messages are not immediately sent to recipient groups. New/updated messages are distributed based on the update cycle of the DW Message server. By default, the message server is configured to check the database for new messages every minute. When new/updated messages are detected, the message server will check to see if any of the recipient groups are active. If so, the message server will distribute the message to those groups. 6.2 Deleting Messages To delete an existing message: Page 92

100 1. Select Messages from the navigation menu. 2. Select the sub-menu where the message is located. 3. Mark the checkbox next to the message that is to deleted. Figure 74: Deleting Messages 4. Click Delete Marked Items. 5. Select OK on the confirmation screen. Figure 75: Delete Message Confirmation Page 93

101 6.3 Managing Messages Managing messages involves changing message properties and adjusting the messages recipient list. To edit a message: 1. Select Messages from the navigation menu. 2. Select the sub-menu where the message is located. 3. Click the Edit link next to the desired message. 4. Adjust the desired properties and/or recipients. 5. Click Save to commit the changes, or click Cancel to abort the action. Page 94

102 7.0 Notifier The notifier feature is new for DW 3.0. The notifier provides the ability to send an instant notice to one or more actively logged-in users. To send an instant notification: 1. Click the Notifier link in the navigation menu. Figure 76: Menu Notifier 2. On the Notifier page, enter the content of the notice. 3. Mark the check boxes next to each user who should receive the notice. Page 95

103 Figure 77: Instant Notification Screen 4. Click the Send button the send the notice to the selected users. Note: If there are no active users, an error message will be displayed at the top of the notifier page. Note: Instant notifications are not stored in the database. Once a notice is sent it cannot be altered or deleted. Page 96

104 8.0 System Info The system information feature is only available to users with Administrator level permissions within the Desktop Wallboard system. Its purpose is to support the creation of symbolic names for the optional CMS and OA data services, and to provide status information regarding the installed license. 8.1 CMS Symbolic Names Symbolic names are used in the creation of CMS and OA items within group definitions. If the DW system is not configured to support either CMS or OA data services than those menu options will not be available. To edit CMS symbolic names: 1. Select System Info from the navigation menu. This will expand the sub-menu list. 2. Select CMS. Figure 78: Menu System Info (CMS) 3. In the CMS Systems display, select the Edit link for the CMS system that you want to edit. Page 97

105 Figure 79: CMS Systems 4. On the Edit CMS System page, adjust the CMS name as desired. Page 98

106 Figure 80: CMS System Symbolic Name 5. Optionally, you may also select the Edit link next to each ACD and supply a symbolic name for each. Page 99

107 Figure 81: CMS System ACD Symbolic Name 6. If specifying an ACD symbolic name, click OK to save the change or Cancel to revert to the original ACD name. 7. Click Save to commit the symbolic name changes, or click Cancel to abort the operation. 8.2 OA Symbolic Names To edit CMS symbolic names: 1. Select System Info from the navigation menu. This will expand the sub-menu list. 2. Select OA. Page 100

108 Figure 82: Menu System Info (OA) 3. Click the Edit link for the OA system. Figure 83: OA Systems Page 101

109 4. Enter the new symbolic name for the OA system. Figure 84: OA System Symbolic Name 5. Click OK to commit the changes, or click Cancel to abort the change. 8.3 License Information The License Information page displays the following information. Note: With the release of Desktop Wallboard 6.1, we now require a license file for trial deployments as well as production. Please contact if you require a trial license. Field Hardware Key Validated Description The hardware key (MAC address) used to generate the license. This must match the MAC address of the Desktop Wallboard server. Indicates whether the license was successfully validated or not. Page 102

110 Mode Client Licenses Licenses In Use Features Evaluation Status The mode that the Desktop Wallboard server is running in. There are only three modes: Normal, Evaluation and Restricted. The total number of client license purchased. The total number of client license currently in use. A list of Desktop Wallboard features and whether they are enabled or not. This will display the status of a DW system running in Evaluation mode. Specifically it will show how many days have elapsed since the evaluation started. Table 15: License Information Fields To view the information about the installed license or the status of the system if it was installed as an evaluation: 1. Select System Info from the navigation menu. This will expand the sub-menu list. 2. Select License. Figure 85: Menu - System Info (License) Page 103

111 In Normal mode, the License Information screen will look similar to Figure 74: License Information Screen (1) Figure 86: License Information Screen (1) Page 104

112 In Evaluation mode, the License Information screen will resemble Figure 75: License Information Screen (2). Figure 87: License Information Screen (2) Page 105