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How do I log a user on in iceMonitor?

You can log a user on in iceMonitor from the user grid. This can be found in the iceMonitor home tab or the users tab.

In order to manage users through iceMonitor, ensure you have been assigned the necessary role type in ice. Team leaders can manage the users assigned to their teams, and supervisors can manage the users with whom they share a common queue.

1. Right-click on the correct user.
2. The right-click menu will open. Select the "Log in to ice" option.
3. In the following window, click "Ok" if the user's remote DN has been configured for their profile. Otherwise, enter the user's connection address in the Remote DN field, then click "Ok".

How can I reset a user's password?

There are two ways to reset a user's password:

First Method (Using iceManager):

1. Log into iceManager version 12+ and access the password management page in the iceManager settings.
2. Ensure your role type is either team lead, supervisor, or administrator to access this feature.
3. The password management page can be found under the Administration heading in the menu on the far left of the settings page.
4. Select the appropriate user from the user list.
5. Enter a new password for the user.
6. Confirm the password in the field below.
7. If you want the user to reset their password on their next login, enable the "Force Password Change on Next Logon" checkbox.
8. Click the Update button to update the password.

Second Method (Using iceAdministrator):

1. Log into iceAdministrator through Citrix and navigate to the users folder.
2. Select the user from the tree view on the left side of the screen.
3. In the user properties window on the right, click the reset password button.
4. Enter a new password for the user.
5. Confirm the password in the field below.
6. Click OK.
7. If you want the user to reset their password on their next login, enable the "Force Password Change on Next Logon" checkbox.
8. Save your changes.

What is the Prefer Large Values column in the Threshold settings?

The Prefer Large Values column is used to indicate that large values are better than small values for that statistic.

For example, for a help desk supervisor, a large number of users on contact indicates that things are operating as expected, but a large number of abandoned calls indicates that something requires attention. In this case, large values for users on contact are beneficial, but large values for abandoned calls show that something is wrong.

When the Prefer Large Values column is enabled, the threshold will be met at lower percentages to highlight statistics when they are low.

To ensure iceMonitor accurately reflects this, enable the Prefer Large Values checkbox for the "Number of Users On Contact" statistic. Verify that the Prefer Large Values checkbox for the "Number of Contacts Abandoned" row remains disabled. This will ensure the color threshold adjusts accordingly.

What is the difference between a team leader and a supervisor?

While team leaders and supervisors both have the ability to manage groups of users, their permission levels and access to users are assigned differently.

Team leaders are able to manage any users that are assigned to their team, while supervisors are able to manage users that they share a common queue with.

How can I delete a user?

Deleting a user must be completed through iceAdministrator. To delete a user, log into the iceAdministrator tool and open the users folder.

You will see a list of all users created in the system. Right-click on the user you would like to delete in the tree view on the far left side of the screen.

In the right-click menu, select "Delete." Confirm your selection and save your changes using the floppy disk icon in the top left corner of the application.

How do we search for a caller in iceJournal?

To search for an interaction, complete the following steps:

1. If you are looking for the results for a queue or multiple queues, find and select the appropriate queues from the ‘Select Queues’ drop-down. You can search one queue or multiple queues. To delete a selection, click the grey x beside the name.
2. If you are looking for the results for a user or multiple users, find and select the appropriate users from the ‘Select Users’ drop-down. You can search for one user or multiple users. To delete a selection, click the grey x beside the name.
3. Select a date range based on options in the ‘Date Range’ drop-down. If you select a custom range, two calendars appear. The calendars on the left can be used to select the ‘From’ and ‘To’ date and times.
4. Click "Search Contacts." The Results section refreshes with items that match the filter criteria.

How can I create a distribution group in iceReporting?

To create a distribution group in iceReporting, click on the address book icon in the toolbar. The 'Address Book' page appears with buttons for creating new contacts and new groups.

Scheduled reports can be sent to contacts listed in your address book. Contacts are email addresses that you add to the address book. When you create a scheduled report, you can select and add address book contacts to the report’s distribution list.

‍To add a new contact:

1. Click "New Contact" in the ‘Address Book’ dialog box.
2. In the ‘Display Name’ field, enter the name that you want to be displayed in the Address Book for this entry. This is a required field.
3. In the ‘Actual Name’ field, enter the name of the contact. This field is optional.
4. In the ‘Email Address’ field, enter the email address of the contact. This is a required field.
5. Click "Apply." The contact is now listed in the tree view and can be selected when you create a new group.
6. If you are adding more than one contact, repeat steps 1 to 5.
7. To save the contact(s) and close the address book, click "Save" (click "Cancel" to discard your changes).

‍Note: Your contacts will not be saved if you do not click the "Save" button.

Contacts can be organized into groups. Groups can be used to create a distribution list for a scheduled report. All contacts within a group will receive the report. A contact can belong to multiple groups or solely to one group.

‍To add a contact group:

1. Click "New Group" in the ‘Address Book’ dialog box.
2. In the ‘Group Name’ field, enter a name for the group. If you do not want to add contacts to the group at this time, proceed to step 6.
3. To add an existing contact to the group, highlight the contact in the Contacts list. You can select more than one contact at a time using standard keyboard commands (by using the Shift or Ctrl keys).
4. Click the blue arrow button.
5. Click "Apply" to create the group.
6. To create more groups, repeat steps 1 to 5.
7. Click "Save" to save the group(s) and close the address book (click "Cancel" to discard your changes).

‍Note: Your group and contacts will only be saved when you click the "Save" button.

How can I configure the buttons available on my iceBar?

To configure the buttons available on your iceBar, you can follow these steps:

1. Right-click anywhere on the iceBar to open the menu.
2. Select "Options" from the menu.
3. In the iceBar Options menu, click on "Toolbar: User Functions" in the tree view to configure the buttons in the User Functions tab in your user panel. To configure the buttons in your Contact Functions tab, click "Toolbar: Contact Functions".
4. To add a button to the toolbar, highlight the button in the hidden buttons column and click the arrow button (>) to move it to the visible buttons column. The button will be added to the toolbar when you click "Apply".
5. To remove a button from the toolbar, highlight the button in the right column and click the arrow button (<) to move it back to the left column. The button will be removed from the toolbar when you click "Apply".
6. Click "OK" to apply your changes and close the iceBar Options menu.

Note: The ability to customize buttons may vary depending on the version of iceBar you are using and whether the right-click menu is available.

How do I change my connection address?

To temporarily change your connection address: Ensure you are logged out of ice. In your iceBar toolbar, open the user panel.

In the Remote DN/Connection field, enter your temporary connection address and log in. The iceBar will use the connection address specified in the Remote DN field.

To permanently change your connection address: Contact your administrator. The administrator can modify the connection address in the iceAdministrator tool. Under user properties, navigate to the second tab "Connections." Enter the new connection address in the Remote DN field and save your changes.

How can I tell if the end user hung up or if the agent released the call?

Please note: ice does not record who dropped or ended the call. That conclusion is based on ADR report interpretation and call tracing done by our technical team.

In the User Activity Detail Record Report, you will see the following information regarding calls:

1. Agent phone release: For an agent-released call, if they hang up their phone, you will see an onhook event before a call released event.
2. Agent iceBar released call: The agent clicking the release button to end the call will show as a releasing call event in the ADR report.
3. Caller released call: When a caller releases the call, it will show as just a call released event with no prior onhook or releasing call message. You may see an onhook event after the call is released depending on the settings in the agent class of service.

For further investigation, please reach out to our Help Desk.

How do I record and activate a broadcast message?

The System Administration access to ice is used to record scripts, record the broadcast message(s), record the queue broadcast message(s), change system availability, and manage users. Access to the System Administration section of the server is restricted and requires dialing a specific number and entering your ice user ID and password.

In the system administration menu, select option 2 to manage your broadcast messages.

1. Enter the message number from 1 to 6. Press 0 to deactivate all messages or press 9 to return to the main menu.
2. If the message has been recorded, the message will play.
3. From the following menu, select option 1 to re-record the message, 2 to select another message number, 3 to play the message, 4 to enable, 5 to disable, or 9 to return to the main menu.

For more information, please refer to the SysAdmin handout.

Why do I get Remote DN error?

If you are receiving a "Remote DN" error in the iceBar application, it typically means that there is an issue with the connection between the ice server and the user's remote workstation or phone line.

Here are a few possible reasons for the error and steps to resolve it:

1. Network Connectivity: Check if there are any network connectivity issues between the user's workstation and the ice server. Ensure that the network connection is stable and that there are no firewall or network configurations blocking the communication.
2. Configuration Issues: Verify that the Remote DN or Connection Address entered in the user's iceBar settings is correct. Check if there are any typos or errors in the configuration. If the user is using a phone line, confirm that the phone line is properly connected to the ice server.
3. Permissions and Access: Ensure that the user has the necessary permissions and access rights to use the Remote DN or Connection Address provided. Check with the ice administrator if there are any specific settings or restrictions for the user.

If the error persists after checking these factors, it is recommended to contact your organization's ice administrator or support team for further assistance. They will be able to provide more specific troubleshooting steps based on your configuration and environment.

Why is a portion of my recording missing? Is there a duration limit?

Access to recordings is based on your user type.

Users can only listen to their own recording segments. For example, if user 1001 transfers a call to user 1002, user 1001 will not be able to listen to the transferred portion of the call.

Team Leaders can only listen to the segments of users assigned to their team.

Supervisors can only listen to the segments of users with whom they share a common queue.

Administrators can listen to all recordings.

If you are missing part of a recording, please first ensure that you have the correct permissions assigned to access the full recording.

How far back can my search go in Journal?

The default contact retention in the journal is 1 year.

How do I add a Line of Business (LOB) code?

To add a Line of Business (LOB) code, you will need to access the iceManager settings. Here are the steps to perform these actions:

To add an LOB code:

1. Open the iceManager application.
2. Go to the Line of Business Codes section, which is usually located in the configuration settings.
3. Choose the category under which you want to add the LOB code.
4. Click the add (+) button in the same row as the chosen category and select LOB from the list. A new entry will be added to the category.
5. Enter the English and French names for the new LOB code.
6. Click "Save" to save the changes. Click "Revert" to cancel the changes.
7. If you clicked "Save," the ‘LOB Succeeded’ message will appear. Click "OK" to complete the change. If you clicked "Revert," the ‘Revert Changes’ message will appear. Click "Yes" to revert the changes or "No" to keep your changes on the editing page.

Can we add a Removed column to iceMonitor?

If you have removed a column in an iceMonitor grid and would like to add it back, open the columns tab on the left of the grid.

You will see a list of all columns that are available to be displayed in the grid. Locate the column you want to add back and enable the checkbox. Make sure you save your changes.

How do I add a Not Ready Reason (NRR) code?

To add a Not Ready Reason (NRR) code, follow these steps:

1. Open the iceManager application.
2. Navigate to the "Not Ready Reasons" section, typically found under the configuration settings.
3. Click the "Add" button to create a new NRR code.
4. Enter the English and French names for the new NRR code in their respective fields.
5. Click "Save" to save the changes.

‍Note: Only users with the appropriate permissions (e.g., supervisor or administrator) can add, edit, or delete NRR codes in iceManager.

How do I resize my iceBar?

To resize your iceBar, follow the steps below:

1. Right-click on your iceBar and select 'Show Title Bar/Resize toolbar.' This will set your toolbar to floating.
2. Place your cursor at the bottom of the toolbar. The cursor should change.
3. Click and drag to the desired size. The larger the toolbar, the fewer icons that will fit on the contacts tab.
4. When complete, right-click on the iceBar again and deselect 'Show Title Bar/Resize toolbar.'

How can I check if my phone number is working in ice?

To check if your phone number is working in ice, you can perform the following steps:

1. Log in to iceBar using your user ID and password.
2. Make sure you are in the "Ready" state.
3. Look for the "Place Call" button on the iceBar toolbar.
4. Click on the "Place Call" button.
5. A dialog box will appear where you can enter the phone number you want to test.
6. Enter your phone number in the dialog box and click the "Place call" button.
7. If your phone number is working properly, you should hear your phone ringing.
8. Answer the call and ensure that you can hear and communicate with the other party.
9. If there are any issues or if you are unable to place a call, contact your ice administrator for further assistance.

How do I get back to the original caller after a Consult?

When you are finished speaking with your consulted party, click on the "End Consult" button to be returned to your original caller.

The "End Consult" button will end your call with your consulted party as long as you are currently speaking with them.

Note: If you have used the consult button to toggle between your two parties, ensure that you are currently speaking with the consulted user by checking that they are your focus contact on your Contacts Detail panel before using the "End Consult" button.

How can I tell how long a caller has been waiting (in iceBar)?

While you will not be able to see how long a specific call has been waiting in the queue, you will be able to see how long the oldest contact has been waiting.

You can find this information in Queue Stats, accessible from the User panel, under User Functions.

Where do I find the Contact ID of a call (or contact)?

Users can find the contact ID of a contact in their Contact History window. This is accessible from the user panel, under User Functions.

Managers can log into iceManager and access the journal tool to find a specific contact ID as well.

How do I reset my iceBar to the default configuration?

To reset iceBar to the default configuration, you can perform an iceBar restart. Here are the steps to follow:

1. Launch the iceBar restart from your desktop.
2. A window will open, asking if you want to end all open instances of iceBar on your workstation and continue. Select "Yes" to proceed.
3. You will then be prompted to clear your iceBar settings. Select "Yes" to clear the settings and revert to the default configuration.
4. After clearing the settings, you will be prompted to enter your User ID and Password.
5. Enter your credentials and proceed with logging in to iceBar.

Performing an iceBar restart and clearing the settings will restore the default configuration for iceBar, including the toolbar options, thresholds, notifications, call options, and other customization settings.

How do I know how many calls are waiting in queue (in iceBar)?

To view the number of calls waiting in the queue in iceBar, you can refer to the Queue Stats window:

1. Click on the Queue Stats button on the iceBar toolbar. It is represented by a graph icon.
2. The Queue Stats window will appear, displaying a list of queues you are logged into and their corresponding statistics.
3. Look for the "Calls" column in the Queue Stats window. This column will show the number of calls currently waiting in each queue.

If you have more than 25 queues, you may need to use the pagination options to view all of the queues and their statistics.

Why am I getting a ‘Remote user licenses have been exceeded - logon is not permitted’ error when I log in to iceBar?

This error message displays when you have exceeded the number of user licenses. Another user will need to log out before you are able to log in.

How do I log an agent out of ice if they forgot to log out at the end of their shift?

To log an agent out of ice if they forgot to log out at the end of their shift, you can use iceMonitor. Here are the steps to follow:

1. Open iceMonitor by launching it from your iceManager site or using the iceMonitor desktop shortcut.
2. Once iceMonitor is open, navigate to the Users page.
3. Locate the agent who needs to be logged out. You can search for their name or browse through the list of users.
4. Right-click on the agent's name and select the "Logoff User" option from the context menu.
5. Confirm the logoff action if prompted.
6. The agent will be logged out of ice when the logoff process is completed.

By following these steps, you can log an agent out of ice even if they forgot to log out at the end of their shift.

Can we search by Autodial in Journal?

Autodials are counted as voice calls in iceJournal. Autodials do not have their own filter. A workaround would be to search for information using the User Data field, which is populated for autodials.

Why are there 2 GOS's?

There are two GOS's (Grade of Service) in ice: GOS and GOS2. GOS is the percentage of offered contacts that have been handled in less than the target ASA (Average Speed of Answer), while GOS2 is the percentage of offered contacts that have been handled in less than the target ASA2. The target ASA and target ASA2 are set to determine the longest amount of time a contact should wait in queue before being handled by a user. These targets are used to calculate the grade of service for reporting purposes and do not affect how long users actually take to answer queued contacts. Having two GOS's allows for more flexibility in monitoring and evaluating contact center performance based on different target response times.

Why is my iceBar prompting me to update?

If iceBar has determined that the version on your workstation requires updating, you will see a window prompting you to proceed with an update. This is a legitimate update and usually occurs after an upgrade to the ice system in the backend. Click Yes to continue with the update. iceBar will download the new version and restart normally. If you are unsure, or do not wish to update your iceBar at this time, you may skip the iceBar update up to 3 times.

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