Arquitecturas bio-mórficas y bio-miméticas

There are three different types of list tiles available: Extension, Agent, and Trunk. Each displays information that pertains only to the extension, agent, or trunk and that match the parameters programmed in the associated filter.

To add a list tile:

1. Select Extension List, Agent List, or Trunk List from the Add Tile menu. The List Properties dialog dis- plays.

2. Complete the following fields in the General tab:

• Use Large Icon View: Select this option to display each extension/agent/trunk using a large icon. The requested fields, as specified in the Fields tab, are shown below this icon, and extensions are grouped in a grid format.

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• Use Report View: Select this option to display each extension/agent/trunk in a list, with a single column for each piece of information. Each column can be individually resized and sorted (see pages 151 through 154). You can also scroll vertically through the extensions and horizontally through the col- umns.

• Always Show The Same Items: Select this option to show all extensions/ agents/trunks with a device number contained within the filter’s extension/ trunk or agent group list, regardless of whether or not a call is active on the extension/trunk. If this is unchecked, the list will only show extensions/ agents/trunks that are currently on a call that conforms to the rules of the fil- ter.

• Color and Alarm Based On Call State: Select this option to highlight extensions/agents/trunks in the list based on the type of call active at that extension/trunk (e.g., inbound or outbound, ringing, or answered). The list can also be alarmed against ring time so that extensions/agents/trunks in the list flash if a call has been ringing for longer than a given period of time. This option enables the Call Colors and Call Alarms tabs of the property sheet.

• Color and Alarm Based On ACD Agent State:Select this option to high- light extensions/agents in the list based on the status of the ACD agent logged in at the corresponding extension. The list can also be alarmed against the amount of time agents are spending in different agent states. This option enables the Agent Colors and Agent Alarms tabs of the property sheet.

NOTE: This option is not available if you are creating a Trunk List tile. • Filter:Use the drop-down list to select a filter to apply to the tile. This filter is automatically applied when you click OK. If needed, you can click Add to display the Add New Filter dialog, which will allow you to create a new fil- ter. If you create a new filter, it is automatically selected as your preferred filter for this tile. If Always show the same items is checked, only the Exten- sion/Trunk or Agent list part of the selected filter will be used (i.e., the extensions/trunks or agents listed in the General page of the filter). See

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3. Select the Call Colors tab, if applica- ble.

Use the corresponding drop-down box to select the desired colors for the fol- lowing:

• Inbound Color: Indicates the background color for extensions/ trunks that are currently active on an inbound, external call. • Outbound Color: Indicates the

background color for extensions/ trunks that are currently active on an outbound, external call. • Ringing Color: Specifies the

text color for extensions/trunks that are currently ringing. • Answered Color: Identifies the

text color for extensions/trunks that are currently ringing.

• On Hold Color: Indicates the text color for extensions/trunks that are cur- rently on hold.

NOTE: The fields in the Call Colors tab are only enabled if the Color and alarms

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4. Select the Call Alarms tab, if appli- cable, and complete the following fields:

• Enable the Alarm: Select this option to enable the alarm. You can also deactivate a firing alarm by deselecting this box. • Alarm Settings: Click this but-

ton to program the alarm set- tings (see page 48). The alarm you program, however, will not fire unless you select the Enable the alarm option.

NOTE: The fields in the Call Alarms tab are only enabled if the Color and

alarms based on call state option is

checked in the General tab

(page 170).

5. Select the Agent Colors tab, if appli- cable.

Use the drop-down list to select the desired background colors for the following states:

• Free color: Indicates agents that are in the free state.

• Free E-mail color: Select the color in which you want agents in the free (e-mail) state to be drawn.

• Busy (call) color: Specifies agents that are currently busy (on a call).

• Busy (e-mail) color: Select the color in which you want agents in the busy (e-mail) state to be drawn.

• Wrapup (call) color: Identifies agents that are in the wrapup state.

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• DND color: Indicates agents that have their extension in DND.

NOTE: The fields in the Agent Colors tab are only enabled if the Color and

alarms based on ACD agent state option is checked in the General tab

(page 170).

ALSO: This tab is not available if you are creating a Trunk List tile.

6. Select the Agent Alarms tab, if appli- cable.

Complete the following fields: • Alarm free state: Select this

option to enable an alarm for any agent who is in the free state for a certain period of time. Once selected, the Alarm Settings but- ton will be enabled (see page 48

for information on programming alarms). To deactivate the alarm, deselect this option.

• Alarm free (e-mail) state: Select this option to enable an alarm for any agent who is in the free (e- mail) state for a certain period of time. Once selected, the Alarm Settings button will be enabled

(see page 48 for information on programming alarms). To deactivate the alarm, deselect this option.

• Alarm busy (call) state:Select this option to enable an alarm for any agent who is in the busy state for a certain period of time. Once selected, the Alarm Settings button will be enabled (see page 48 for information on programming alarms). To deactivate the alarm, deselect this option.

• Alarm busy (e-mail) state: Select this option to enable an alarm for any agent who is in the busy (e-mail) state for a certain period of time. Once selected, the Alarm Settings button will be enabled (see page 48 for informa- tion on programming alarms). To deactivate the alarm, deselect this option.

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• Alarm wrapup (e-mail) state: Select this option to enable an alarm for any agent who is in the wrapup (e-mail) state for a certain period of time. Once selected, the Alarm Settings button will be enabled. To deactivate the alarm, deselect this option.

• Alarm DND state: Select this option to enable an alarm for any agent who is in the DND state for a certain period of time. Once selected, the Alarm Settings button will be enabled (see page 48 for information on programming alarms). To deactivate the alarm, deselect this option.

NOTE: The fields in the Agent Alarms tab are only enabled if the Color and

alarms based on ACD agent state option is checked in the General tab

(page 170).

ALSO: This tab is not available if you are creating a Trunk List tile.

7. Select the Fields tab. The list on the left displays the currently selected fields to be displayed. Each element of the list con- tains a description of the field, how the field is sorted (if applicable), the position of the field, and the sort order (in brack- ets). You have the following options: • Sort Buttons: The button at the left

of each item displays the current sort order of this field, as described below.

NOTE: The number in brackets to the right of the field (e.g., [1]) indicates the sequence in which fields are sorted. For example, if the list displays No/ID [1] and Calls In [2], the list is first sorted based on the No/ID field and then sorted again based on the Calls In field while maintaining the integrity of the first sort. The infor- mation in this page only applies to lists that are using the large icon or report view, as selected in the General page.

BUTTON DESCRIPTION

This field is not sorted.

This field is sorted in ascending order. This field is sorted in descending order.

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To change the sorting order, select the sort button of the field you want to

sort, and make your selection from the menu.

• Add:Allows you to add a field by displaying a menu containing groups of statistics. When you select a group, a submenu displays all statistics of that type. Selecting a statistic automatically adds it to the end of the list, using the defaults for that statistic.

• Remove: Removes the selected statistic from the list. Because you cannot remove the statistic as an option in the Add menu, you are not prompted for a confirmation.

• Move Up/Down: Moves the selected statistic up/down in the list. If you move more than one statistic at a time, the selected statistics are kept in the same order relative to each other.

NOTE: You can remove or move more than one statistic at a time. To select sta- tistics that are displayed next to each other, hold down the SHIFT key while selecting the first and last statistic you want to highlight. To select statistics that are not listed consecutively, hold down the CTRL key while making your selection.

8. Click OK to save your settings, or click Cancel to exit without saving changes. If you click OK, the tile is added to the Tile Area.