|Call Center Frame HowTo
|Note: The call center
frame, although functional, is buggy. The editor
will let you do things that you shouldn't be able to do and it is possible (and likely) to
cause AMA to crash while editing profiles.|
However, once you have a working profile, using the call center frame will not make AMA
The call center frame initially is a big blank screen with an empty key map on the right of the
window and two buttons on the top; 'Load/Edit' and 'New'. 'Load/Edit' allows you to load a profile
to be displayed, or if you are an administrator, allows you to manage profiles. I'll discuss
managing profiles a bit later.
For the purposes of this tutorial we are going to build the following profile:
Profiles are made up of three objects:
Area: An Area has a few roles. They hold other areas, cubicles, or spaces, they set the title
for an area and tell the diplay engine the orientation and number of objects within an
Cubicle: A cubicle represents an agent and is displayed by a chair filled with a color that
represents that agent's status.
Space: A space represents a place in a call center where there is no cubicle. It is merely for
display purposes to more closely show what a call center might look like.
In the context of our tutorial profile that we wish to create, the display is comprised of the
Our tutorial profile has two areas. In both areas there are two rows, each with 3 cubicles in them.
Lets take a look at how this works with the following diagram:
Before you can display a profile, you have to create one. Click the 'New' button. You will see
something similar to the image below:
Quick Note: After editing any object (Area, Cubicle or Space) you MUST click
apply for the changes to take effect. If you make changes and then click on another object
without clicking apply the changes will be lost.
The first thing we do is add two areas to the 1st area. No settings are needed to the 1st area
because the 1st is only holding other areas, and thus tells the display engine nothing.
Click on the 1st area, make sure the 'Add A New Item' drop down has Area selected, and click the
Add button. Do that one more time so that you have two areas that are children of the 1st area.
Now click on the 2nd area. Enter the title 'Area 1'. Set the Orientation to Horizontal and set the
Grids in a row to 3. Click Apply.
Setting the first area that contains drawable objects to Horizontal not only tells the drawing engine
how to draw the objects within the area, but how to divide the space between sibling areas.
Click on the 3rd area. Enter the title 'Area 2'. Set the Orientation to Horizontal and set the Grids
in a row to 3. Click Apply.
Great, now we're ready to add objects. Click on the 2nd area. Remember, the orientation is horizontal
and the grids (or objects) per row is 3, so the 1st object inserted will be the 1st object in the
1st row, the 2nd will be the 2nd object in the 1st row, the 3rd will be the 3rd object in the
1st row and the 4th will be the 1st object in the second row. This means the order that you insert
objects is important.
Add 3 cubicle objects to the 2nd area. That completes the 1st row of the second area. Now add one
cubicle, one space and one cubicle. That completes the first area.
The 3rd area is the exact same except the rows area reversed. Add 1 cubicle, 1 space, then 1
cubicle to complete the 1st row of the 3rd area. Now add 3 more cubicles to the 2nd area and you're
Click the Preview button to view your work.
Your profile editor window should now look like this:
The only thing left that must be done is to click on each cubicle and assign an agentID to it. You
can also play with the different colors available to get a more customized look and feel.
When you are satisfied with your layout, give the profile a title at the top of the editor and then
click 'Save To Server'.
The profile manager:
The profile manager lets users load profiles to be displayed. It lists all profiles that are stored
on the server running AMPD. If you are an administrator, you can also select a profile in the list
and delete it from the server or load it into the profile editor to edit it. You can also start
editing a new profile by clicking the 'New' button.