4. Administration‎ > ‎C. Settings‎ > ‎

1. General Settings

By:        Mark Kleinschmidt
Date:    02/15/2011
Rev.:    02/15/2011
 
OVERVIEW
The General Settings tab contains parameters needed by Instant Queue Manager, IQM, to connect to various components that are external to the application.  This tab also contains data needed by the administrator to set up expert and manager access to various parts of IQM
 
GETTING THERE
 
 
To get to the General Settings panel click on the "ADMIN" tab on the main tab bar.  Then click on "Settings".  The Settings pages will open the General Settings page by default, but if necessary, click on the "General" tab in the settings tab bar.
 
FIELDS AND ACTIONS
NOTE:  For any changes to take effect, you must click the Update button at the bottom of the form.  When initially configuring Queue Manager the Update button should be clicked before moving to any of the other tabs.
 
 
Fields -
     The fields and actions have been numbered for ease of reference.
 1. Base IM Platform - Default: "Sametime" - We currently support 3 base IM platforms:
 
 
Microsoft OCS - Microsoft Office Communication Server is the middleware for Microsoft's communications products.
Sametime - This is the communications base for Lotus Notes Sametime.
XMPP - Is an open standard support by numerous clients.  It is not a server based standard.
 
 2. Directory Service - Default: "Domino" - The address book used by queue manager and the experts is specified with this option.
 
 
If the LDAP Service is selected, 4 more fields are added to the settings panel.  These fields are needed to define the connection to the LDAP Service.
 
 
                2a. Server Name - This can be either a fully qualified DNS name or an IP address of the LDAP Server.
                2b. User Name - The user name that Instant Queue Manager should use to connect to the LDAP Server.
                2c. Password - The password that Instant Queue Manager should use to connect to the LDAP Server.
                2d. Domain Filter - The filter to control the records returned by the server for use by Instant Queue Manager.
 
 3. Install site for Sametime Plugin - These are the sites where you can download the Sametime plugin.  The default values link to Instant Technologies' FTP site.  Note that there is a different download for Sametime Client version 8.5.1 and above and for the earlier versions of the Sametime Client.
NOTE:  Where there are URL fields that are enterable, Only the portion upto the ".com" should be changed.  This is the portion of the URL that will be unique to your installation.  Everything after should remain unchanged, unless directed to change it by Instant Technologies Technical Support.  Where there is a phrase in "[]" then replace the phrase with the server URL appropriate.  For example, for #5 in the screen shot you would replace "[Apache Server]" with the actual url ir IP address that pointed to the Apache server on your system.
 4. URL to the Reporting Database - This URL tells Queue Manger where to find the database for Measurements & Reporting in the Dashboard.  The database should already have been installed prior to setting this parameter.
 
 5. Monitoring Queue Groovy File Path on Server - This URL defines the location of the Groovy programs.  Instant Queue Manager is extendable by the client via Groovy applets.  For more information on the Groovy capability of Instant Queue Manager please visit the Programmers section.
 
 6. URL to the Web Service Wrapper - This URL points to the location of the Instant Technologies Framework on the Apache server.
 
 7. AJAX Web Client Location - This URL points to the location of the Web Chat UI.  This is the primary means that people external to the organization can interact with a queue.  The default web chat UI looks like:
 
NOTE:  Your Web Chat UI may look different. The UI is higly configurable.  For information on how to do this please refer to the Programmers section on Web Chat UI in the HTML page.
 8. Default URL for Survey - This is the URL used by the Default Survey parameter In the Queue definition.
 
 9. Replace "/" with "," for Expert - Default: unchecked.  At some installations Queue Manager has a difficult time resolving userids with the "/" character separating components of the userid.  When this happens we have provided this option to change the "/" to ",".  When you select this option, all current ids in Queue Manager will be changed.  When you unselect this option, they will be changed back.  This option should only be checked when recommended by Instant Technologies Technical Support.
 
10. Use a Different URL for the Domino Server Hosting this Database - Default:  unchecked.  At some larger installations the Domino server hosting the directory is different from the one hosting the database.  In this situation, the checkbox should be checked and the next field should be completed.
 
11. FQDN of the Domino Server Hosting this Database - Default: blank.  This field should contain the Fully Qualified DNS Name for the Domino server that is actually hosting the database.  If it is the same as the server hosting the directory/address book this field should be blank.
 
12. URLs to the Queue Service Load List - These 4 urls all present the data in the Service Load List for different objects.  12a Displays the load list for all objects.  12b. Displays the data for just Broadcast queues.  12c. Displays the data for just the monitored queues.  And, 12d shows the data for the Java objects loadlist.
NOTE:  Do not edit any data and try to paste it here.  If there are errors that you notice, please contact Instant Technologies Technical Support for assistance.
13. URL to Interview Service Load List - This URL will display the XML loadlist for interviews you have defined in Queue Manager.  The note in 12 above applies here as well.
 
14. URL to the Expert Panel Plugin - This is the URL that you can use to set up a standalone mini1monitoring panel similar to the mini-monitoring panel in the Sametime plugin for your experts/agents to use.  This link builds an HTML page outside of Queue Manager and the Sametime Client.
 
15. URL to the Monitoring Panel (Integrated) - This URL will start Queue Manager in the monitoring panel rather than the default location, the Queue Definitioan tab.  Using this option allows the expert to quickly start up in the right location rather than having to start Queue Manager then navigate to the monitoring panel.
 
16. URL to the Monitoring Panel - This URL simply starts the Monitoring Panel external to Instant Queue Manager.  This is a useful link if you want experts to only have access to the monitoring panel.
 
17. URL to manually run the agent to sync the Groups - When using Sametime/Domino Public Groups to manage your expert userids, this url will manually force a refresh of the public groups once the changes have propagated through the Domino/Sametime address book.
 
18. URL to Standard Replies - This URL will display the XML definition for all the standard replies.  Please note that changes should not be made here.  You should go to the Standard Replies tab in the General Settings to make changes.
 
19. URL to Experts Landing Page - This URL is similar to that in number 15 except the main tab bar is restricted to just the Dashboard, and the options within the dashboard are restricted to just the monitoring panel.
 
20. URL to Charting Landing Page - Like the URL in 19 above, this URL will open the Measurements & Reporting panel in the Dashboard, and exclude access to the rest of Queue Manager.
 
21. Save XML Fields in Document - Default: unchecked.
 
22. Log Database Events - Default: unchecked.  There is a level of database logging that is useful for troubleshooting issues with Instant Queue Manager.  This option should be checked only when requested by Instant Technologies Technical Support.
  
Actions -
 
23. Action - Update Button - This button will commit your changes and settings to the database.  You must click this button to save any changes prior to navigating off the page.
 
24. Action - Test Web Service Wrapper URL - Once you have edited the field.  By clicking this link you can test the URL to make sure there are no errors.  Even if you are certain that you have typed the value correctly, we strongly recommend always testing the link.  When this test action is successful you will see output similar to the following:
 
 
If you see an error page that says it is unable to make a connection, then the test failed.   Check out the Troubleshooting section.
 
25. Action - Test AJAX Web Client location - When you change the value this is how to test it. 
 
HOW TO...
 
TROUBLESHOOTING
 
SYMPTOM:  When testing the web service wrapper (#24 above), if the response looks something like the following screen shots, the connection was not made successfully.
 
 
CAUSE:  The URL specified is incorrect.
RESOLUTION:
 
CAUSE:  The IT Framework has not been installed.
RESOLUTION:
 
 
 
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