The Applet Console Configuration tab contains configuration settings. The configuration settings in can also be helpful in troubleshooting. You can use these settings at the company level, or for individual agents.
Application Type
From this menu, select one or of the following options:
■ HTML Modal. Use this option to control the display of HTML modal windows. The external browser remains in focus (foreground) until the agent closes the browser window. The URL that you define in the Invoke field determines the HTML page that displays.
■ HTML Window. Use this option to allow the agent to keep the external browser window in the background. The agent can use a mouse (or Alt-tab) to toggle between the external browser window and Interaction Manager. The URL that you define in the Invoke field determines the HTML page that will display.
■ Win32 Window. If you want Interaction Manager to start the executable file, select this setting and enter the path for the executable file in the Invoke field.
Run Application The following options let you choose when Interaction Manager loads the HTML file or executable into the custom tab:
■ Every time a new interaction is received. When Interaction Manager offers an interaction to an agent, it loads the HTML file or executable into the custom tab.
■ When a new interaction is accepted. When the agent clicks the Accept interaction button in Interaction Manager, it loads the HTML file or executable into the custom tab. Furthermore, Interaction Manager will not reload the HTML page if the agent puts the interaction on Hold (or some other action), and then moves the interaction back into the Active Area.
■ Every time an interaction is accepted. When the agent clicks the Accept interaction button in Interaction Manager, it loads the HTML file or executable into the custom tab. Furthermore, Interaction Manager reloads the HTML page if the agent puts the interaction on Hold (or some other action), and then moves the interaction back into the Active Area.
■ After each interaction is complete. When the interaction is
disconnected, Interaction Manager loads the HTML file or executable into the custom tab. Furthermore, when Interaction Manager loads the HTML page or executable, it passes all data about the interaction (such as the interaction type, contact information, and so on) as parameters in the URL string.
Field Description
This task is a step in "Process of Managing Company Information" on page 5-13.
To configure the applet console
1. Select Options, Company, and then the Applet Console Configuration tab.
2. Perform one of the following:
■ For company level settings, navigate to Options, and then Company.
■ For agent level settings, navigate to Options, and then Agents.
3. Select the company or the agent for whom you want to configure the applet console.
4. Select the Applet Console Configuration tab.
5. Complete the fields in the Applet Console Configuration window.
The following table describes some of the fields.
Note: This tab is available only to network administrators. The only feature from this tab that is applicable to the new Oracle Contact On Demand client (Agent and Supervisor) is the Select JRE Download Version.
Field Description Close
Connection
Oracle Contact On Demand (Administration Manager, Interaction Manager, Supervision Manager, and so on) occasionally connect to the Oracle Contact On Demand Web Server to determine if there are any messages (interactions, statistics updates, and so on). This option has the following effects:
■ If the Close Connection option is not checked, Oracle Contact On Demand will continue to use the same HTTP connection to the Web Server
indefinitely.
■ If this option is checked, the connection will reestablish every 60 requests.
Disable Agent’s Cache
When an agent logs in to Interaction Manager, or a supervisor logs in to Supervision Manager, Oracle Contact On Demand downloads information (about status, workgroups, users, URLs, outcomes, and so on) from the database so that it appears in Oracle Contact On Demand.
While the user is logged in, this information is in memory. However, when the user logs out, Oracle Contact On Demand writes all the data to the temporary files on the user's hard drive.
Oracle Contact On Demand saves the temporary files, so that the next time the user logs in, Oracle Contact On Demand downloads only new or changed information (like a new project or outcome, or a deleted or edited item) rather than downloading all the data.
When you select this box, Oracle Contact On Demand downloads all
information that Oracle Contact On Demand requires (from the database) each time that the user logs in.
Note: This data can consume a large amount of resources on both the server and the user's computer.
Process of Managing Company Information
Debug Level From the list, select the level of debug information that you want to generate.
You can view the debug information from a file or the Java Console. Select from the following:
■ Off. Does not generate any debug information.
■ Debug. Generates most debugging information about
Oracle Contact On Demand
.■ Info. Generates minimal debug information.
■ Error. Generates only error information.
■ Fatal. Generates only information about fatal errors.
■ All. Generates all debug and error information.
Note: If you choose to send the information to the Java Console, the All option will consume most of your memory and CPU.
Note: The debug level applies only to the legacy client.
Time to Login (in minutes)
From the list, select the time that Interaction Manager will wait before downloading all the required information from the database and logging in to the Interaction Manager Server. So, if the login takes more than this time, Interaction Manager automatically logs out.
Enable Log File
Select this option to write debug information to a file. You must also enter a log file path and the path must include the filename.
Oracle Contact On Demand creates folders if they do not exist. It writes a debug file to this path on every agent's computer.
Note: This field applies only to the legacy client.
Ping Delay in Seconds
Oracle Contact On Demand (Administration Manager, Interaction Manager, Supervision Manager, and so on) occasionally connect to the Oracle Contact On Demand Web Server to determine if there are any messages (interactions, statistics updates, and so on).
The Ping Delay in Seconds is the time that Oracle Contact On Demand waits before sending the next request to the Web Server.
Disable Wrap Up Timer
If checked, the wrap-up timer does not appear to the agents in Interaction Manager. (This option prevents flicker on some screens.)
Disable Elapsed Timer
If checked, the interaction timer does not appear to the agents in Interaction Manager. (This option prevents flicker on some screens.)
Disable Phone State Timer
This is the animated phone icon that appears in the Interaction Manager Information Bar. If checked, the agent will not see the animated icon. The agent will always see the on-hook icon. (This option can prevent flicker on some screens.)
URL Timeout (in Seconds)
From the list, select the time that Oracle Contact On Demand will wait for a response from the Web Server before ending the connection and resending the request.
Enable Hot Keys
Select this box to enable keyboard shortcuts in Oracle Contact On Demand.
If unchecked, the keyboard shortcuts will not be available. Access to third-party application keyboard shortcuts are unaffected.
Field Description
6. After changing the setting for any of the options, click OK.
A message window appears with two options:
■ Do not apply the new policy to every agent.
This option changes the company default setting. Only agents who use the company default setting are affected.
■ Apply the new policy to every agent.
This option changes the company default setting and the setting for all agents.
For example, if the agent setting is Always and you change the company setting to Disable, and select Apply the new policy to every agent, then the agent setting changes to Disable.
For the Select JRE Download Version field, this option changes the setting for all existing agents. If you later add an agent, that new agent is associated with the prior JRE version in the Select JRE Download Version field.
7. Select one of the options, and then click OK.