Dashboard display in client & caller toast

A dashboard can be displayed in the XPhone Client or in the caller toast, depending on the display option selected.

Dashboard display in the contact card

Dashboard display in the conversation

Dashboard display in caller toast

Dashboard display in the detail view of the call journal

Automatically activate the dashboard view

The dashboard display can be enabled automatically. The administrator can predefine the behavior of the client for the users of a group in the Web Administration under User Management > <Site/Configuration Group > Connect Client > Dashboard.

The user can overwrite the default in the Settings dialog of the XPhone Client under General > Dashboard.

Activating the dashboard and running the dashboard search

The dashboard feature is enabled by the administrator enabling the Use Dashboard option under User Management > Site/Configuration Group > Connect Client > Dashboard.

Authentication to the Connect Directory

The XPhone Directory is accessed via the AppLink client interface, and the user context is Anonymous by default.

Hint

By changing the default applink URL to the path applink2 instead of appLink, the integrated Windows login can be enabled. This also applies when using the URL from a browser.

Authorization assignment is then possible via the authorizations of the XPhone Directory data sources.

Multiple hits and contact selector

By default, the XPhone Client always searches the dashboard exactly for the contact displayed in the contact card or conversation. In the case of multiple hits via the contact selector, the dashboard is also updated accordingly:

Optionally, the behaviour can be changed by setting the following setting in the advanced settings for the XPhone Client in the location or for a configuration group. The client then does not search the dashboard for a contact via the contact ID but starts a new search via the call number. Multiple hits can then be resolved via the contact selector within the dashboard:

• Go to User Management > Site/Configuration Group > Connect Client > Advanced Settings

• Add the following value:

  Dashboard.ForceCallnoSearch = True
  

• Add the following value for the selection in the toast:

  Dashboard.ForceCallNoSearchToast = True
  

Attention

The contact in the conversation only changes through the contact selector in the XPhone Client, i.e. without the Dashboard.ForceCallnoSearch setting.

Execute script at call start and end

The XPhone Connect client is able to execute a batch file at the start of the call, at the end of the call and when the connection is established. The same rules apply as for executing actions with the application ID BATCH. See Execute batch file (Client-side scripts).

Activate

Execution must be enabled in the server administration under the Advanced settings of the configuration group.

The batch files get the complete data context via environment variables. All code examples apply to this type of command execution as well (see Examples client scripts). The ActionString parameter corresponds to the Link-URL parameter of an action. It can also contain a params value (example: Name=Endcall.bat|Params=myFile.txt).

Other parameters

Since the data context for the respective action depends on the caller search, this is waited for before execution. The maximum waiting time can be changed via the following parameters (the values shown correspond to the default):

Timeout.PartnerNumber=2000
Timeout.ContactSearch=5000

In principle, actions other than “Execute batch file” can also be called. Therefore, the parameters ApplicationId and ActionId can also be changed if required:

StartCall.ApplicationId=”BATCH”
StartCall.ActionId=”RUN”
EndCall.ApplicationId=”BATCH”
EndCall.ActionId=”RUN”

Check call status

Distinguishing whether a script was called when the call “rang” or when the connection was established can be done with the script Call status check.

Show dashboard search even without identified contact

By default, the XPhone Connect client only searches for dashboards if an identified contact exists. In some cases, it is necessary for a dashboard to be displayed even if no contact data could be identified. This is the case, for example, when only the phone number of a call is to be passed to a business application. This mode is set via an advanced setting in the configuration group of the users concerned (User Management > Site/Configuration Group > Connect Client > Advanced Settings).

Add the following parameters there:

• Display of the dashboard during the call

  • Name: Dashboard.ForceEmptySearch

  • Value: true

• Display of the dashboard in the toast

  • Name: Dashboard.ForceEmptySearchToast

  • Value: true

Dashboard search with alternative phone number format

If you set the option Dashboard.ForceCallnoSearch=true in the advanced client settings, the client searches dashboards for conversations based on the partner phone number, the format of the search is displayNumberInternal.

Problem: If an internal caller calls, the transmitted phone number (extension only) may be very short and the search finds a large number of contacts, e.g. in CRM systems. Solution: Using the parameter Dashboard.ForceCallnoSearchFmt.

This can take the following values:

0 , DisplayNumber
1 , DisplayNumberInternal (Default)
2 , DisplayNumberInternational
2 , GetSearchNumber()

Hint

The Dashboard.CallnoFmt parameter affects the call number format in the context of dashboard calls in the same way.

Dashboard data transfer via HTTPS

Transmission over HTTPS is disabled by default. For more notes, see Dashboard application web server.

Troubleshooting: Display data of an action

The call parameters of an action can be displayed by right-clicking the action and selecting the Open in new window command.

The address line of the browser shows the passed parameters e.g.:

https://google.com/?q=Germering+Deutschland+weather

WebView2

As of XPhone Windows client, the dashboard is no longer displayed in Microsoft Internet Explorer Control, but in Microsoft Edge WebView2. This component is not installed by the XPhone setup, but must be provided by the system administration as part of the operating system. The Evergreen variant of Webview2 is required (see https://docs.microsoft.com/en-us/microsoft-edge/webview2/concepts/distribution). If the Webview2 component is not installed, the user receives a message when starting the XPhone client, a dashboard display does not take place.

Dashboard application web server

The Dashboard server web application is located on the XPhone Connect server machine. To get access to the web server settings, use the IIS Manager. Two web applications are provided:

• AppLink

• Applink2

AppLink is used for anonymous access to XPhone Connect data sources and AppLink2 for access via integrated Windows login.

Attention

If you want to prevent anonymous access to the Dashboard web server for security reasons:

• Enable access to the AppLink web for Windows authentication via the IIS Manager

• and disable Anonymous authentication.

Access via HTTPS

To switch dashboard access to HTTPS, do the following:

1. Obtaining an SSL certificate for the Dashboard web server host you use (example my-company.com) from a certificate authority that browsers trust.

2. Activation of HTTPS binding for the default web site with the procured certificate.

3. In the SSL settings of the AppLink and AppLink2 webs, enable the Accept SSL or Require SSL option.

4. For the XPhone Client: Set the Dashboard URL in the XPhone Server Adminministration under User Management > Site/Configuration Group > Connect Client > Dashboard to AppLink2.

Internet sharing in proxy/firewall

You should not allow access to the XPhone Dashboard web application from the Internet for security reasons.

Internet Explorer security settings

The window in which a dashboard is displayed contains the Microsoft Webview2 control. The XPhone Connect Server is used as part of a URL to access the XPhone Connect Server web server via HTTP (or HTTPS) and with integrated Windows login. The Internet Explorer control performs a zone check for this request. The XPhone Connect Server must be in the intranet web sites zone for HTTP access to work. This assignment must be made by the administrator for each workstation (preferably by group security policy). If the server name does not contain dot characters (only host name instead of Fully Qualified Domain Name), the zone is interpreted as Intranet zone in the default Windows Internet Options. This belongs to the trusted sites by default. Therefore, if possible, the “dotless” notation of the server should be used. If the system’s security policies prevent HTTP access to the XPhone Connect Server, the XPhone Connect Server must be added to the list of “intranet sites” (group security policy or manual configuration). This state can usually be recognized by the fact that no log button is visible in the dashboard display area despite online logging being activated.

View the matching dashboard

Typically, you will configure a number of dashboards in an organization. An important use case is dashboards that are currently under development and not yet released. You can find an overview of which dashboards exist and which selection criteria are set by opening the Priority dialog.

Which dashboard is displayed depends on the following criteria: - Priority of the data source in the XPhone Connect Directory used to identify the contact. The priority corresponds to the sorting of the data sources under selected data source(s). - Dashboard priority. You can adjust the dashboard priority in the menu under Priority - Conditions when a dashboard should be displayed

• Display location (XPhone Client or caller toast)

• Client language

• Custom conditions

In the simplest case, there is one dashboard per data source, which is displayed in the XPhone Client and where no distinction is made according to the user language. In this case, the setup is “straightforward” and largely self-explanatory. More complex use cases are covered by the user-defined conditions in the Conditions tab of a dashboard. You should always specify one or more specific data sources where possible. This lowers the chances of errors causing dashboards to appear in the wrong situations. Thus, the Any Data Source option should be used only when the custom conditions precisely define the dashboard usage. In most cases, the custom conditions are used to display dashboards based on a user’s roles in the organization. To do this, the context of the logged-in user is checked in the filter operations (Remember: the logged-in user is determined based on their email address in the XPhone Directory). The department name or one of the user-defined fields, for example, can be used as a check criterion.

The operand check is not case sensitive. If more complex filters are required, the Add group and Add rule buttons can also be used to add further conditions, which can be linked according to the rules of Boolean algebra and/or.

The listing of context variables available for selection can be found at Variable names of the data fields.

Another use case is the display of a dashboard depending on a caller’s phone number. For example, the image of a (suitable) door camera can be embedded in a dashboard as an iFrame element.

The filter condition for this could look like this:

Call.CALLNO ends wtih 777

The operand check is performed as a non-case sensitive text comparison. It should be noted that phone numbers may be formatted using spaces. This can make a comparison difficult. For this reason, short fragments applied to the end of the variable are advantageous.

Disable a dashboard

Disable a dashboard by deselecting the Enable Dashboard option. Then publish the change.

Customize Dashboard Priority

When defining conditions for the display of a dashboard, it is common practice to define standard cases and of these in turn exception cases. Prioritization is possible so that the conditions for these can be formulated with as few operations as possible. The evaluation of conditions for dashboards is performed in order of priority. If the conditions are met, the corresponding dashboard is displayed and no further checking is performed. Dashboards are sorted by their priority in descending order in the navigation bar. The priority can be adjusted via the Priority menu item.

Dashboards that are at the top of the list have the highest priority when evaluating conditions:

Conflict warning

It is possible that multiple dashboards are configured for the same data sources and the same display option (XPhone Client or Caller Toast). This would mean that the dashboard display does not behave as desired because the check of the conditions does not provide a clear result. In this case, a warning message is therefore displayed in the Data Sources tab below the data source list with reference to the possible conflict partner. Example:

The warning message also appears if the dashboard selection is defined via additional conditions and can therefore function as desired. However, the conflict check cannot evaluate the additional conditions because this is only possible at runtime with the real runtime data. The warning message can be ignored in these cases.

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