Have you ever wanted to IM a coworker, Change your Status, and Launch your Internet Browser all at the same time from inside your ACD Agent Module? Well now you can!

Custom Macro Trees

Much like Global Hotkeys, the Macro Tree is brought up by a combination of keyboard presses. For example, Pressing Ctrl + 1 launches a Macro Tree like this:

 The Title of this Macro Tree is "Connect to a Customer" and has a few different Sub-Menus: VPNs, Direct Connect, and Listen. Using the keyboard to navigate through the menus, one can select different actions. An Menu can have multiple submenus underneath. For example:

Once the Action has been selected it can have multiple commands embeded in the Action. A quick look at the code will better explain this idea:

<MacroTree ordinal="3">
		<Settings>
			<Size>100x100</Size>
			<Header>Custom Macro Trees are Awesome</Header>
		</Settings>
		<Contents>
			<SubMenu name="Food" color="Green">
				<Settings>
					<Size>100x100</Size>
				</Settings>
				<Action name="Lunch Restaurant">
					<Command name="IM">
						<Argument>Lunch in 5, send your orders!</Argument>
						<Argument>SKILL</Argument>
						<Argument>Emergency Support</Argument>
					</Command>
					<Command name="Status">
						<Argument>Out To Lunch</Argument>
					</Command>
				</Action>
				<Action name="Snack Time">
					<Command name="IM">
						<Argument>Snack run in 5 pay up!</Argument>
						<Argument>SKILL</Argument>
						<Argument>Emergency Support</Argument>
					</Command>
					<Command name="Status">
						<Argument>Out To Lunch</Argument>
					</Command>
				</Action>
			</SubMenu>

All of this information is stored in C:\Tmetrics\TMIACDAgentModule_v3.0\MacroTree.xml (where C:\ is your root directory). Each <SubMenu> has multiple <Action> tags, which are made up of different <Command> tags. <Command> tags can also be passed <Argument> tags.

Custom Macro Trees are completely customizable to your organization. One particularly powerful feature is the the <Command nam="Shell"> command. With this command you can launch any program just like you would from a Windows Command Prompt. 

If you are interested in setting up Macro Trees, let us know and we'll be glad to work with you to develop Custom Macro Trees for you!  

Note: This feature requires Agent Module v3.0 with a version date of 24 Aug 11 or later. It also requires that the T-Metrics Namespace Ultilies DLL be dated version 24 Aug 11 or later.

New Major Release of the ACD Agent Module Available March 1, 2011

T-Metrics is happy to announce a new release of the v3.0 ACD Agent Module.  The update includes bugfixes, usability updates, and brand new features from six months of rigorous development.  This release has not been approved for DoD use.  Official patch notes can be found at the end of this post.

How to Upgrade

Upgrading can be achieved through one of the methods listed below.  Administrative rights are required to perform the update.  If presented with a warning during install, please contact your System Admin to complete the update.

1. Click Help -> Check for Updates from your Agent Module.  This will automatically download and install the latest version.  This feature may not work in all locations due to network restrictions.  If you receive an error regarding an incorrect username/password, please contact T-Metrics.
2. Download the latest patch from our website at http://www.tmetrics.com/support.  
   

T-Metrics ACD Agent Version 11.2.11.0 Patch Notes

• Interface Changes
  • Additions
    • Added this patch notes form, for users to be able to see changes in the software.
    • A new Options form has been added to more easily change user settings.
    • A system tray icon is now avialable for critical controls in the Agent Module.
    • Bubble Forms have been added to the Agent Module as a means of user notification.
    • Sending a group message now provides a confirmation box that the message was sent.
  • Modifications
    • If users so choose (in Options), the Enter key may now be used to submit Activity Items.
    • Trouble reports now require users to provide either an e-mail address or a phone number.
    • Icons on the main form now return tool tips explaining their meanings.
    • The Escape key now closes Instant Message forms.
    • The Delete button is no longer visible when editing weekday hours of operation.
    • The "RecordAllCalls" option has been removed. The Call Capture module will be used directly for call recordings.
    • The Activity Items and Routing Table forms are now re-sizable.
    • Agent Filters no longer persist between sessions.
  • Corrections
    • A typographical error was corrected on the "Show Agents With Skills" form.
    • The "Retrieve Previous Customer Callbacks" form will no longer cause a system failure if the "Get File" button is clicked when the list is empty.
    • Pressing F5 on an Instant Message form no longer clears the content. The context menu has also been disabled.
    • Corrected a problem whereby an Administrator may get a message stating that an added agent is a duplicate when they are not.
• Logical Changes
  • Additions
    • The Agent Module v3.0 is now compatible with the T-Metrics Phonegroups Console. The two applications will run in tandem and provide a more robust operator/agent experience.
  • Modifications
    • Made a small change to the way that Instant Message forms load which may have been causing forms to appear outside the visible scope of the user's monitor(s).
    • When using multiple Agent DNs, call recordings will now be broken out in separate recordings when the active appearance is changed mid-call.
  • Corrections
    • Under certain circumstances, agents who were not members of skillsets open 24/7 were not being logged out 10 minutes after their shift. This has been corrected.
    • Corrected some forms that were not centering on the screen correctly when opening.
    • The Informer 2.0 was causing a problem if it was opened by keyboard shortcut while not enabled - this has been corrected.
    • Various "invisible" errors have been addressed.

The T-Metrics Support group received the following in an email recently: 

"I spoke with Andy Wilson this morning and he is a very knowledgeable and helpful person. I explained my issue to him and he immediately worked to resolve my issue. Customer Service is very important in our field and Andy delivered exceptional, timely service today. You have a valuable employee who is a great asset to your organization."

Michelle D. Anderson, Patient Relations, UNC Health Care

The T-Metrics Support group received the following in an email today: 

"Just wanted to say I received unprovoked feedback from a University ACD customer.  She said your service is great and that you are always helpful and responsive.  She said she wished every other vendor worked with the same standards as your group does.  It would make her job so much easier.  I know I have only been working with you for a short period of time but I totally agree.  Your team is great."

Grant Weed, Princeton University, OIT- Manager, Telephone Services

Today I'm going to give you the steps to make sure that the AutoPop feature is either turned off or on depending on your site's preferences. This walkthrough assumes you have a installed and working version of the software. Go ahead and navigate to C:\Tmetrics\PhoneGroupM1_IPConsole\ folder on your computer. Right-click on the FEAKEY.CFG file and open with Notepad (you can set this as the default for .cfg files if you would like)

There are two settings in the FEAKEY.cfg that need to be set for the Auto POP UP for Incoming Call to be turned off.

Look for the line FRCUP, this should read FRCUPFalse and the line POPUP should read POPUP0 (zero).

Be sure to close the console, edit those lines, delete CHKSM from the bottom of the file, save FEAKEY.cfg and reopen the console. You should then have the following option in your Console Software:

Make sure it is unchecked for it to be off. If you would like to enable this feature just make sure there is a check before the word "Auto".