Changes for page Notifier

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5	5	{{aagon.floatingbox/}}
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7		-The acmp Helpdesk Notifier alerts you when a new ticket is received or when a change is made to an existing one. You can open the corresponding ticket in the acmp Console directly from a notification.
8		-If you have a CTI license, an incoming help desk contact is recognized. You can view a list of their open tickets and open them in the acmp Console. In addition, you can control your phone from your PC. You can answer calls, dial contacts with a single mouse click, and put calls on hold or transfer them. During a call, you can easily open all of the other party’s open tickets, allowing you to work more effectively.
	7	+The ACMP Helpdesk Notifier alerts you when a new ticket is received or when a change is made to an existing one. You can open the corresponding ticket in the ACMP Console directly from a notification.
	8	+If you have a CTI license, an incoming help desk contact is recognized. You can view a list of their open tickets and open them in the ACMP Console. In addition, you can control your phone from your PC. You can answer calls, dial contacts with a single mouse click, and put calls on hold or transfer them. During a call, you can easily open all of the other party’s open tickets, allowing you to work more effectively.
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10	10	= Installing the Notifier =
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12	12	To install the Notifier, you must have at least the .NET Framework 3.5 installed. Using the CTI functionality also requires an installed and configured TAPI driver. You can usually obtain the necessary installation files directly from your phone system manufacturer. However, drivers from other vendors can also be used.
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14		-In addition, the acmp Console should be installed, as this is the only way to benefit from quick access to tickets. Once all prerequisites are met, you can install the Notifier by executing the corresponding setup file “~\~\%ACMP-Server%\ACMP\Notifier\ACMP Notifier_Installer.msi” and following the installation instructions. A corresponding Whitepaper for the background services “acmp Data Proxy” and “acmp Data Gateway” also provides detailed information on the installation and configuration of these services, which are required for the Notifier. These should be installed by the administrator.
	14	+In addition, the ACMP Console should be installed, as this is the only way to benefit from quick access to tickets. Once all prerequisites are met, you can install the Notifier by executing the corresponding setup file “~\~\%ACMP-Server%\ACMP\Notifier\ACMP Notifier_Installer.msi” and following the installation instructions. A corresponding Whitepaper for the background services “ACMP Data Proxy” and “ACMP Data Gateway” also provides detailed information on the installation and configuration of these services, which are required for the Notifier. These should be installed by the administrator.
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16		-After starting the acmp Helpdesk Notifier, you can log in with your user credentials. If the “Log in automatically” option is activated, you will no longer need to enter your login credentials when starting the Notifier, and the Notifier will start immediately. Additionally, when starting the Notifier for the first time, you must specify the URL for the acmp Data Proxy. You can obtain this from your administrator.
	16	+After starting the ACMP Helpdesk Notifier, you can log in with your user credentials. If the “Log in automatically” option is activated, you will no longer need to enter your login credentials when starting the Notifier, and the Notifier will start immediately. Additionally, when starting the Notifier for the first time, you must specify the URL for the ACMP Data Proxy. You can obtain this from your administrator.
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18	18	(% style="text-align:center" %)
19		-[[image:XWiki.Images.WebHome@hmfile_hash_fbc34e07.png||alt="12.1 - Notifier Login" data-cmp-info="10" height="367" width="505"]]
	19	+[[image:XWiki.Images.WebHome@hmfile_hash_fbc34e07.png||alt="12.1 - Notifier Login" height="367" width="505"]]
20	20	Notifier Login Window
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22	22	=== **Automated Deployment of the Notifier** ===
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28	28	1. Open the file with a suitable text editor and customize the following section:
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30	30	{{figure}}
31		-[[image:65_Helpdesk_Notifier_Automatisierte Verteilung des Notifiers_723.png||data-cmp-info="10" data-xwiki-image-style-alignment="center"]]
	31	+[[image:65_Helpdesk_Notifier_Automatisierte Verteilung des Notifiers_723.png||data-xwiki-image-style-alignment="center"]]
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33	33	{{figureCaption}}
34	34	Customized XML file
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45	45	= Configuring the Notifier =
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47		-After successfully logging in, you can now configure the acmp Helpdesk Notifier. To do this, open the configuration window either via the “Program” menu in the Notifier’s menu bar or via the context menu of the Notifier icon in the system tray.
	47	+After successfully logging in, you can now configure the ACMP Helpdesk Notifier. To do this, open the configuration window either via the “Program” menu in the Notifier’s menu bar or via the context menu of the Notifier icon in the system tray.
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49		-In the General section, you can customize the Notifier’s behavior to suit your needs. For example, you can set the display duration of notifications and specify a ringtone for notifications. In addition, you can set the interval (in seconds) at which the acmp Helpdesk Notifier queries the acmp Data Proxy for Events, as well as the Notifier’s language. You can also configure whether the Notifier should start automatically at system start.
	49	+In the General section, you can customize the Notifier’s behavior to suit your needs. For example, you can set the display duration of notifications and specify a ringtone for notifications. In addition, you can set the interval (in seconds) at which the ACMP Helpdesk Notifier queries the ACMP Data Proxy for Events, as well as the Notifier’s language. You can also configure whether the Notifier should start automatically at system start.
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51		-[[image:hmfile_hash_288d9620.png||alt="12.2 - Notifier General Config" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="524" width="700"]]
	51	+[[image:hmfile_hash_288d9620.png||alt="12.2 - Notifier General Config" data-xwiki-image-style-alignment="center" height="524" width="700"]]
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53		-In the Helpdesk settings, you can enable or disable notifications for the Helpdesk. You can also configure which types of notifications should be displayed for which editors. All acmp Users who belong to the //Helpdesk// role are available for this. This makes it possible to receive notifications about tickets handled by another employee should that employee be absent due to illness or vacation, for example. The “Unassigned” editor applies to all tickets that have not yet been assigned to an editor. These may include, for example, tickets received via email or through the web interface.
	53	+In the Helpdesk settings, you can enable or disable notifications for the Helpdesk. You can also configure which types of notifications should be displayed for which editors. All ACMP Users who belong to the //Helpdesk// role are available for this. This makes it possible to receive notifications about tickets handled by another employee should that employee be absent due to illness or vacation, for example. The “Unassigned” editor applies to all tickets that have not yet been assigned to an editor. These may include, for example, tickets received via email or through the web interface.
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55		-[[image:hmfile_hash_e2e461e3.png||alt="12.2 - Notifier Helpdesk Config" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="524" width="700"]]
	55	+[[image:hmfile_hash_e2e461e3.png||alt="12.2 - Notifier Helpdesk Config" data-xwiki-image-style-alignment="center" height="524" width="700"]]
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57		-In the phone settings, you can configure the CTI interface of the acmp Helpdesk Notifier. Please note that you can only enable the phone functionality if you have installed and properly configured a TAPI driver. First, you must activate the CTI interface by checking the corresponding checkbox. Once the CTI interface is enabled, you must select a phone line from your TAPI driver and enter the corresponding parts of your phone number into the appropriate fields. Specify whether area codes should be recognized for incoming calls and also select whether the phone window should close after the call ends. Finally, you can set a speed dial hotkey. Using this key combination, you can select any text from, for example, Word or Excel documents and make a call directly. Please note that you should not use key combinations that are already assigned (e.g., Ctrl+C) or individual letters. Once you have configured all settings, save your entries by clicking //OK//.
	57	+In the phone settings, you can configure the CTI interface of the ACMP Helpdesk Notifier. Please note that you can only enable the phone functionality if you have installed and properly configured a TAPI driver. First, you must activate the CTI interface by checking the corresponding checkbox. Once the CTI interface is enabled, you must select a phone line from your TAPI driver and enter the corresponding parts of your phone number into the appropriate fields. Specify whether area codes should be recognized for incoming calls and also select whether the phone window should close after the call ends. Finally, you can set a speed dial hotkey. Using this key combination, you can select any text from, for example, Word or Excel documents and make a call directly. Please note that you should not use key combinations that are already assigned (e.g., Ctrl+C) or individual letters. Once you have configured all settings, save your entries by clicking //OK//.
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59		-[[image:hmfile_hash_e27c16bd.png||alt="12.2.1 - Notifier CTI Config" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="524" width="700"]]
	59	+[[image:hmfile_hash_e27c16bd.png||alt="12.2.1 - Notifier CTI Config" data-xwiki-image-style-alignment="center" height="524" width="700"]]
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61	61	Example:
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73	73	= Setting Up the Notifier =
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75		-Once you have completed all the settings, the Notifier is ready for use. As soon as one of the actions previously configured in the Helpdesk settings occurs for the corresponding user, a notification appears at the bottom right of the screen, informing you of the type of action, the contact, and the corresponding ticket. Clicking on the ticket name opens the corresponding ticket, provided the acmp Console is installed.
	75	+Once you have completed all the settings, the Notifier is ready for use. As soon as one of the actions previously configured in the Helpdesk settings occurs for the corresponding user, a notification appears at the bottom right of the screen, informing you of the type of action, the contact, and the corresponding ticket. Clicking on the ticket name opens the corresponding ticket, provided the ACMP Console is installed.
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77		-[[image:hmfile_hash_ec9f9a78.png||alt="12.3 - Notifier Notification" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="100" width="320"]]
	77	+[[image:hmfile_hash_ec9f9a78.png||alt="12.3 - Notifier Notification" data-xwiki-image-style-alignment="center" height="100" width="320"]]
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79		-[[image:hmfile_hash_34fba769.png||alt="12.3 - Notifier Notifications_nummeriert" data-cmp-info="10" data-xwiki-image-style-alignment="center" height="460" width="743"]]
	79	+[[image:hmfile_hash_34fba769.png||alt="12.3 - Notifier Notifications_nummeriert" data-xwiki-image-style-alignment="center" height="460" width="743"]]
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82	82	|(% style="width:178px" %)1. Menu bar:|(% style="width:1186px" %)(((
83		-Using the “Program” menu, you can either open the acmp Helpdesk Notifier configuration window or close the Notifier's main window.
	83	+Using the “Program” menu, you can either open the ACMP Helpdesk Notifier configuration window or close the Notifier's main window.
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85	85	The “Help” menu gives you access to the CTI Console, the Notifier Help, and release notes. The CTI Console is designed to make it easier to troubleshoot errors or misconfigurations of the TAPI driver and, for this purpose, logs all Events related to the TAPI driver.
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87	87	|(% style="width:178px" %)2. Notifications:|(% style="width:1186px" %)(((
88		-The “Notifications” tab opens a list of events that have occurred since the Notifier was started. This list is sorted chronologically, with the most recent message at the top. For example, it logs calls, acmp system notifications, or changes to tickets. This list is automatically cleared when the Notifier is exited.
	88	+The “Notifications” tab opens a list of events that have occurred since the Notifier was started. This list is sorted chronologically, with the most recent message at the top. For example, it logs calls, ACMP system notifications, or changes to tickets. This list is automatically cleared when the Notifier is exited.
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90	90	|(% style="width:178px" %)3. Contacts:|(% style="width:1186px" %)(((
91		-Use the “Contacts” tab to open the contact list. This list contains all contacts stored in acmp and is automatically synchronized with the acmp Database at regular intervals. You can call contacts directly from this list or display their open tickets.
	91	+Use the “Contacts” tab to open the contact list. This list contains all contacts stored in ACMP and is automatically synchronized with the ACMP Database at regular intervals. You can call contacts directly from this list or display their open tickets.
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93	93	|(% style="width:178px" %)4. Phone:|(% style="width:1186px" %)(((
94	94	Click the phone icon to open the phone window, which gives you access to CTI functions.
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106	106	Using the search field, you can find notifications by tickets and calls or by contacts. For tickets, the search takes into account the ticket name, the contact, and the editor. Calls can be searched by contact name and phone number. Contacts can be searched by first and last name, company, or phone number, among other criteria.
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108	108	|(% style="width:178px" %)7. Create new ticket:|(% style="width:1186px" %)(((
109		-Use this button to create a new help desk ticket directly from the Notifier interface. The acmp Console opens in the Helpdesk section.
	109	+Use this button to create a new help desk ticket directly from the Notifier interface. The ACMP Console opens in the Helpdesk section.
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112	112	= CTI functions =
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120	120	* “Dialing …”
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124	124	Bild 7: Telefonfenster
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132	132	=== **3. Phone Number Field:** ===
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134		-Displays the other party’s phone number. Please note that when you insert a phone number, it is automatically formatted. This means that all non-numeric characters are automatically removed, and the “+” sign in the country code is replaced with two zeros. This occurs both when inserting from the clipboard and when dialing directly from the contact details. Phone numbers can therefore be entered into the acmp Helpdesk’s contact management system in any supported format.
	134	+Displays the other party’s phone number. Please note that when you insert a phone number, it is automatically formatted. This means that all non-numeric characters are automatically removed, and the “+” sign in the country code is replaced with two zeros. This occurs both when inserting from the clipboard and when dialing directly from the contact details. Phone numbers can therefore be entered into the ACMP Helpdesk’s contact management system in any supported format.
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136	136	The following number formats are supported:
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167	167	* No active call:
168	168	** Make a call
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173	173	* Incoming call:
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175	175	** Answer and open contact details
176	176	** Dismiss
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181	181	* Active call:
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183	183	** Transfer
184	184	** Hold
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188	188	To put a call on hold, first click the “Hold” button. The person on the other end will then hear the “Please hold” tone from the phone system. To resume the call, click the “Resume” button.
189	189	If you want to transfer the caller, first click the “Transfer” button. In the dialog box that appears, you can enter the phone number to which the call should be transferred, or select a contact’s phone number from your contact list and confirm by clicking “OK.” The system will now attempt to establish a connection between the two parties while the caller hears the phone system’s “Please hold” tone. If this is successful, you can hang up and the parties will be connected. If the connection fails - for example, because the new party does not answer—you can resume the call with the original caller by clicking the “Retrieve” button.