jtel Braille Agent Home is a version of Agent Home optimised for the use by visually impaired users, with the aid of braille readers and accessibility software.

The layout and functionality has been optimised and features the following:

  • A flat layout is used with fewer tabs and popups 
  • Text is used wherever relevant instead of colours - for example agent status and telephone status are shown as text values instead of being "implied" using red / green and other colours
  • Unnecessary components and features can easily be removed using the relevent security group
  • "Cluttered" components, such as the pager for navigation in tables, are at the bottom. They can still be accessed, but the braille reader will not read all of this first, before reading the actual data
  • Commonly used functions can be triggered using an access key which can be configured in the user's settings

Configuring Braille Agent Home involves the following steps:

  • Consider whether Agent Home Braille should be displayed directly after the user logs in
  • Remove unused and unnecessary functions and information from Agent Home Braille
  • Configure Access Keys for commonly used functions

Access to Agent Home Braille

ResourceWhat to check
portal.Acd.AgentHomeBrailleSecurity groups should have the "X" (Execute) right if users are allowed to access Agent Home Braille.

Directly go to Agent Home (or Agent Home Braille) after Login

This applies to users of Agent Home AND Agent Home Braille.

ResourceWhat to check
portal.Acd.AgentHomeOnly
  • as sysadmin under Resources, check the resource portal.Acd.AgentHomeOnly
    • make sure that the Resource is set to "Prohibit Inheritance"
    • make sure that execute rights "X" are setup for Clients and Users
  • as sysadmin and reseller admin in the relevant security group for the reseller and then the client
    • make sure that execute rights "X" are setup for Clients and Users
  • as client admin
    • configure "X" for the Security Group(s) for Braille Users only
  • Test the function. Users configured with this right, should be directed to Agent 

Changed Functionality

In Agent Home Braille, the area "Outbound" is always visible.

In addition to making an outbound call during a call, the user can use the function area to make a call transfer to a telephone number whilst a call is active.

Using this area is equivalent to changing the active tab to "Number", and inputting a number into the input field, then pressing "Transfer".

Removal of Functions

The following table shows functions which can be removed as necessary using the security group.

The availability of the function is controlled in all cases using the X (Excute) right on the resource.

Functionality

Resource

Visibility of What (X = visible, no X = invisible / removed)

Header Area

portal.Acd.UsersProfilesButtons

Users profiles buttons and popup for running a user profile.

portal.Acd.Header.Teams.Activity

Teams activity.

portal.Acd.Header.Teams.Availability

Teams availability.

Tabs in Agent Home

portal.Acd.AgentHome.CallProcessing

Tab: Call Handling

portal.Acd.AgentHome.CallHistory

Tab: Calls

portal.Acd.AgentHome.CurrentCalls

Tab: Queue

portal.Acd.AgentHome.DiallerCampaigns

Tab: Dialler

portal.Acd.AgentHome.InboundStatus

Tab: Inbound Status

portal.Acd.AgentHome.MediaEvents

Tab: Media Events

portal.Acd.AgentHome.MediaHistory

Tab: Media History

portal.Acd.AgentHome.Records

Tab: Dossier

Various Functions





portal.UserData.Clients.Options.ForeignSystem

Client wide URLs.

portal.Acd.AgentHome.CallNotes

Function Area: Call Notes

portal.Acd.AgentHome.CallProcessing.CallRecording

Function Area: Call Recording

portal.Acd.AgentHome.CallProcessing.TransactionCodes

Tab: Transaction Codes (Simple).

portal.Acd.AgentHome.CallProcessing.TransactionCodes.Categories

Tab: Transaction Codes (Tree).

Call Handling Functions









portal.Acd.AgentHome.CallProcessing.CallbackRequest

Button: Callback

portal.Acd.AgentHome.CallProcessing.DiallerAnsweringMachine

Button: Answering Machine

portal.Acd.AgentHome.CallProcessing.DiallerChangeStatus

Button: Result

portal.Acd.AgentHome.CallProcessing.GetSupervisor

Button: Supervisor

portal.Acd.AgentHome.CallProcessing.Hangup

Button: Hangup

portal.Acd.AgentHome.CallProcessing.HoldRetrieve

Button: Hold / Retrieve

portal.Acd.AgentHome.CallProcessing.JunkCall

Button: Junk Call

portal.Acd.AgentHome.CallProcessing.Offhook

Button: Offhook

portal.Acd.AgentHome.CallProcessing.Refer

Button: Refer

Make Outbound Call Area





portal.Acd.AgentHome.CallProcessing.Outbound.AcdGroups

Selection: ACD Group

portal.Acd.AgentHome.CallProcessing.Outbound.MaxRingTime

Selection: Maximum Ring Time

portal.Acd.AgentHome.CallProcessing.Outbound.ServiceNumbers

Selection: Service Number

portal.Acd.AgentHome.CallProcessing.Outbound.UserCommunication

Selection: User Communication Numbers

portal.Acd.AgentHome.CallProcessing.Outbound.UserDefined

Selection: User Defined

Call Transfer Functions








portal.Acd.AgentHome.CallProcessing.CallTransfer.Agent

Call Transfer Tab: Agent

portal.Acd.AgentHome.CallProcessing.CallTransfer.AnnounceNumber

Call Transfer Tab: Announcement

portal.Acd.AgentHome.CallProcessing.CallTransfer.Group

Call Transfer Tab: Group

portal.Acd.AgentHome.CallProcessing.CallTransfer.Number

Call Transfer Tab: Number

portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser

Call Transfer Tab: PBX Users

portal.Acd.AgentHome.CallProcessing.CallTransfer.Synonym

Call Transfer Tab: Synonym

portal.Acd.AgentHome.CallProcessing.CallTransfer.Team

Call Transfer Tab: Team

portal.UserData.Categories.Settings

Call Transfer Tabs: Categories

Columns in PBX Users Call Transfer







portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.Availability

Column: Availability

portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.Forwarding

Column: Redirected to

portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.PhonePresent

Column: Phone Present

portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.PhoneWithBgColor

Column: Phone and Status

portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.TeamsActivity

Column: Teams Activity

portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.TeamsAvailability

Column: Teams Availability

portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.UserInfo

Column: User Info

Access Keys

Access keys can be set up by adding a setting to the user account settings:

  • Users ...
  • Edit a User
  • Settings
  • Add (or edit) a setting

The name of the setting is the access key you wish to setup.

The value of the setting, is the access key you would like to use. The accesskey is a single letter, for example "a" and the accesskey must be pressed in combination with:

  • Windows: the Alt key - so for "a" you would press "Alt+a"
  • Mac: Ctrl + Option - so for "a" you would press "Ctrl+Option+a"#

Note - some accesskeys cannot be used, as they are used by the browser itself. Please refer to your browser documentation on usable access keys.

The following access keys can be setup (for any user, not just users of Agent Home Braille).

Access Key (Name of Setting)Description
AccessKeys.AcdAgent.CallHandlingButtons.AnswerButton: Answer
AccessKeys.AcdAgent.CallHandlingButtons.CallbackCreateButton: Callback
AccessKeys.AcdAgent.CallHandlingButtons.DiallerChangeStatusButton: Result
AccessKeys.AcdAgent.CallHandlingButtons.HangupButton: Hangup
AccessKeys.AcdAgent.CallHandlingButtons.HoldButton: Hold
AccessKeys.AcdAgent.CallHandlingButtons.JunkCallButton: Junk Call
AccessKeys.AcdAgent.CallHandlingButtons.OutboundCallButton: Call (Outbound)
AccessKeys.AcdAgent.CallHandlingButtons.RetrieveButton: Retrieve
AccessKeys.AcdAgent.CallHandlingButtons.SendSMSButton: SMS
AccessKeys.AcdAgent.Tab.CallTransferTab: Call Handling
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.AgentCall Transfer Tab: Agent
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.AnnouncementCall Transfer Tab: Announcement
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.GroupCall Transfer Tab: Group
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.NumberCall Transfer Tab: Number
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.PBXUserCall Transfer Tab: PBX User
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.SynonymCall Transfer Tab: Synonym
AccessKeys.AcdAgent.Tab.CallTransfer.Tab.TransactionCodesCall Transfer Tab: Transaction Codes
AccessKeys.AcdAgent.Tab.CallsTab: Calls
AccessKeys.AcdAgent.Tab.CurrentCallsTab: Queue
AccessKeys.AcdAgent.Tab.DiallerCampaignsTab: Dialler
AccessKeys.AcdAgent.Tab.InboundStatusTab: Inbound Status
AccessKeys.AcdAgent.Tab.MediaEventsTab: Media Events
AccessKeys.AcdAgent.Tab.MediaHistoryTab: Media History
AccessKeys.DataTable.FilterData Table Filter Edit Box
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