4. Administration‎ > ‎A. Directory‎ > ‎

1. Experts

By:        Mark Kleinschmidt
Date:    12/06/2010
Rev.:     12/06/2010
 
OVERVIEW
The experts directory is the pool of experts available to all queues.  It is composed of both individual experts and public groups.  Both the experts and the groups need to be defined in Sametime (either the Lotus Notes Address Book or in LDAP for individuals).
 
PREREQUISITES
Experts need to have valid userids in Sametime.  They need to be in either the Lotus Notes Address Book or LDAP, depending on which is used by your organization.
 
Public Groups are currently only supported in Sametime from the Lotus Notes Address Book.  So, if groups are being used the groups and experts in them need to be defined in Lotus Notes.
 
GETTING THERE
1. Once Instant Queue Manager has loaded in your browser, click on the "ADMIN" tab.
 
NOTE:  This will open the Administrator Tab loading the Expert Directory List by Default.  However, should you need to navigate to the right location, continue with these instructions.
2. Click on "Directory".
 
 
3. If necessary, click on the "EXPERTS" tab.
 
 
You are now ready to work with the Experts directory list.
 
FIELDS AND ACTIONS
The Expert Directory panel opens with a list of all Expert and Public Groups that have already been added.
 
 
ACTIONS
Following is a brief description
 
New Expert - This action will add a new expert to the directory.
New Group - This action will add a new public group to the directory
Edit Expert/Group - This action will edit the first selected expert or group.
Delete Experts/Groups - This action will delete all selected experts and/or groups.
Refresh Groups - This action will refresh the list and apply the changes to the queues.
 
NEW EXPERT and EDIT EXPERT
Clicking on the "New Expert" opens the Expert Panel in Add mode.  If you had selected an expert and clicked on the "Edit Expert/Group" action, the same panel would have opened with the fields populated with the expert's data.
 
 
Two tabs require data;  the General Tab and the Platforms Tab. 
 
GENERAL TAB
The fields are self-descriptive with a few exceptions.  The required fields are First Name and Expert Unique ID.  Those exceptions are:
 
Expert Unique ID - This is the expert's Sametime userid.  It must exactly match the userid in Sametime.
 
URL - This link is the XML definition for the expert.  It is inserted into the XML definition of the Queue.  Clicking on the link will open a new default browser window with an XML listing.
 
PLATFORMS
This panel is the location for defining the server and userid to use to send messages to the expert.  Because we are only sending the messages to the ID, no password is required.  The "Sametime IMAddress" needs to match the "Expert Unique ID".
NOTE:  If the "People" icon on the General Tab is used, this panel will be automatically filled in.  However, the administrator can adjust the values as appropriate.
Enterprise settings -
The enterprise settings are the IM messaging platform in use by the company.  We support company IM platforms using Sametime, XMPP and OCS.
 
Social settings -
Additionally, the expert can be notified via either Facebook or Twitter.
 
PHONE
The phone tab is not required.  It allows you to note phone numbers to use to contact the expert.
 
PROFILE
Provides additional information regarding the expert.
 
Language - You can select the primary language the expert works in.
 
Picture - If desired, you can upload a photo of the expert.  This is for internal use and will not be exposed to the public.
 
Area of Expertise - The data entered here is for reference purposes.
 
Tags -
 
No of conversation in a day - This is the number of conversations the expert can take before being disabled from the queue for the rest of the day.
 
Max number concurrent requests to handle at one time - If the expert has the Sametime Plugin installed and can handle multiple chats at the same time, this number is the maximum number of chats at any given time he or she can have.
 
Expert will be disabled when queue starts - If checked, when the queue is restarted, the expert will be disabled by default.
 
EXTENSIONS
Currently this is used for the CRM integration with Instant Queue Manager.  It holds the connect information for the CRM system.  As other systems are integrated with Instant Queue Manager the fields and functions in this panel will change.
 
NEW GROUP and EDIT GROUP
 
 
DELETE EXPERTS/GROUPS
 
 
REFRESH GROUPS
 
 
TROUBLESHOOTING
 
 
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