QueueLight

Posted: January 28, 2018 in AgentLight

Introduction

QueueLight is a call queue visual notification software for Avaya contact center. The software integrated with a USB lighting device and showing the call queue status by turning on the lighting device and change the color to YELLOW or RED when a warning threshold or critical threshold is reached respectively. The software is designed for the Avaya contact center environment; it integrated with Avaya AES to get the call queue status with TSAPI library. The QueueLight has GUI software installed on supervisor workstations and server software installed on server such as Windows 2008R2 or above. The QueueLight provides the following features:

  • Display multiple queue call status on supervisor desktops
  • Turn on the USB lighting device and change the color to YELLOW when warning threshold is reached
  • Turn on the USB lighting device and change the color to RED when critical threshold is reached

Supported USB lighting device

  • Embrava
    • Blynclight PLUS
    • Blynclight Mini

Supported platform

  • QueueLight supervisor software installed
    • Windows 7, Windows 8 or Windows 10
  • QueueLight server software installed on
    • Windows 2008 R2 or above

Preparation and Password Encryption

  • The access MDB file stored the username and password of AE server. For security reason, a tool called encryptpasswd.exe is provided to generate an encrypted password for the installation and configuration of the software
  • Execute the program, generate an encrypted passwords for the user of AE server, then paste the encrypted password to parameter ivr_tlink. For example, the encrypted password for “p@ssword” is “R3NIw1yJMLlnPFzEQtuh2A==”
  • encryptpasswd

64 bit Windows System 

  • For 64 bit Windows system, please follow the steps below
    • Download and install the Microsoft Visual C++ 2008 Service Pack 1 Redistributable Package MFC Security Update http://www.microsoft.com/en-hk/download/details.aspx?id=26368, select the x86 version
    • Configure ODBC System DSN using
    • C:\Windows\SysWOW64\odbcad32.exe
    • Configure the Windows firewall for the application. By default telnet port 15013 and handler port 9002 are required on the QueueLightSVR

QueueLight Server Windows Installation

  • Download and install the TSAPI client for Windows 32-bit from Avaya web site, it contains the library files. DevConnect registration is required before you can access the download page.
  • Download the QueueLightSVR zip file here or backup site.
  • Follow the installation steps below to install the software.
    • Extract all the files into directory c:\program files\QueueLightSVR
    • Open Windows Command Prompt, enter the following commands to register the program as Windows Service
      • cd c:\program files\QueueLightSVR
      • QueueLightSVR -i
    • Open ODBC Setting, create a System DSN called QUEUELIGHTSVRCFG for Microsoft Access Driver and point to QueueLightSVR.mdb which is located in the directory c:\program files\QueueLightSVR
    • Open the Access file, edit the value of parameters ivr_tlink_01 and ivr_tlink_02 to the TLINK of your AES servers in the tParameter table
    • Start the Windows Service QueueLightSVR
    • Telnet to localhost and port number 15013, enter username tcpgate and password tcpgate01 to access the program console
    • Enter the following command to add agentlight handler port
      • add tcp 9002 * * custom queuelightapi
    • Enter the following command to add IP address of supervisor desktop
      • add client 10.1.1.100
    • Enter the following command in the program console, you will receive debug information
      • trace on asc
    • Enter the following command in the program console, you will get the help message
      • help

QueueLight Supervisor Windows Installation

  • Download the QueueLight zip file here.
  • Follow the installation steps below to install the software.
    • Extract all the files into directory c:\program files\QueueLight
    • Copy QueueLight.ini from the installation directory to c:\windows directory
    • Edit the _server entry to point to the QueueLightSVR IP address
    • Edit the _port entry to point to the QueueLightSVR queuelightapi handler port
    • Edit the _warning entry to define the warning threshold
    • Edit the _critical entry to define the critical threshold
    • Edit the _skillxx entry to define the ACD skill number and its name

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