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
| Resource | What to check |
|---|---|
| portal.Acd.AgentHomeBraille | Security 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.
| Resource | What to check |
|---|---|
| portal.Acd.AgentHomeOnly |
|
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.Answer | Button: Answer |
| AccessKeys.AcdAgent.CallHandlingButtons.CallbackCreate | Button: Callback |
| AccessKeys.AcdAgent.CallHandlingButtons.DiallerChangeStatus | Button: Result |
| AccessKeys.AcdAgent.CallHandlingButtons.Hangup | Button: Hangup |
| AccessKeys.AcdAgent.CallHandlingButtons.Hold | Button: Hold |
| AccessKeys.AcdAgent.CallHandlingButtons.JunkCall | Button: Junk Call |
| AccessKeys.AcdAgent.CallHandlingButtons.OutboundCall | Button: Call (Outbound) |
| AccessKeys.AcdAgent.CallHandlingButtons.Retrieve | Button: Retrieve |
| AccessKeys.AcdAgent.CallHandlingButtons.SendSMS | Button: SMS |
| AccessKeys.AcdAgent.Tab.CallTransfer | Tab: Call Handling |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.Agent | Call Transfer Tab: Agent |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.Announcement | Call Transfer Tab: Announcement |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.Group | Call Transfer Tab: Group |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.Number | Call Transfer Tab: Number |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.PBXUser | Call Transfer Tab: PBX User |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.Synonym | Call Transfer Tab: Synonym |
| AccessKeys.AcdAgent.Tab.CallTransfer.Tab.TransactionCodes | Call Transfer Tab: Transaction Codes |
| AccessKeys.AcdAgent.Tab.Calls | Tab: Calls |
| AccessKeys.AcdAgent.Tab.CurrentCalls | Tab: Queue |
| AccessKeys.AcdAgent.Tab.DiallerCampaigns | Tab: Dialler |
| AccessKeys.AcdAgent.Tab.InboundStatus | Tab: Inbound Status |
| AccessKeys.AcdAgent.Tab.MediaEvents | Tab: Media Events |
| AccessKeys.AcdAgent.Tab.MediaHistory | Tab: Media History |
| AccessKeys.DataTable.Filter | Data Table Filter Edit Box |