by Dan Weeden
24. March 2011 12:33
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.
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New Consolidated Settings Form
Unsure where to find the settings you need? The new consolidated settings form places all of the common settings in one easy to use location. Items such as connectivity, greeting files, and sound devices can be configured from this single window. The left side lists the categories available to the user. After selecting a particular category, available options will be displayed in the right column. Settings will be added as development continues.
- Connections
- Set the Agent phone number
- Configure the server(s) to which this Agent will connect
- Bubble Forms
- Choose when bubbles are shown and for how long
- Minimize the Agent to the System Tray
- Data Grids
- Configure the Agent & Skills grid when in Expanded View
- E-Mail
- Set your contact information when sending Trouble Reports
- Greeting Files
- Configure the greeting played to callers when picking up the phone
- Instant Messages
- Choose settings for Instant Message windows
- Sound Devices
- Configure sound devices for recordings and greeting files
- User Interaction
- Miscellaneous options for user interaction
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Bubble Forms & System Tray Icon
 Do you like to keep a clean Desktop? The Bubble Forms & System Tray Icon allow you to keep the Agent Module hidden without sacrificing connectivity. Similar to Microsoft Outlook, small "bubbles" will pop up when you receive an instant message, when your phone rings, and/or when you change your status. These settings are adjustable to your needs. Minimizing the Agent Module to the System Tray will hide the Agent leaving a small icon in the tray. A menu is available to access common features such as messaging, status changing, and restoring the Agent module.
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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.
- 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.
- 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.
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