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Generic Desktop 2 Overview

Edition 1.0

11 January 2013

UK

Portrait Software

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Email: [email protected]

Tel: +44 (0)1491 416778

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P o r t r a i t F o u n d a t i o n

Gener ic Desk top 2 Overv iew

©2013 Copyright Portrait Software International Limited

All rights reserved. This document may contain confidential and proprietary information belonging to

Portrait Software plc and/or its subsidiaries and associated companies.

Portrait Software, the Portrait Software logo, Portrait, Portrait Software’s Portrait brand and Million

Handshakes are the trademarks of Portrait Software International Limited and may not be used or

exploited in any way without the prior express written authorization of Portrait Software International

Limited.

Acknowledgement of trademarks

Other product names, company names, marks, logos and symbols referenced herein may be the

trademarks or registered trademarks of their registered owners.

About Portrait Software

Portrait Software is now part of Pitney Bowes Software Inc.

Portrait Software enables organizations to engage with each of their customers as individuals, resulting in

improved customer profitability, increased retention, reduced risk, and outstanding customer

experiences. This is achieved through a suite of innovative, insight-driven applications which empower

organizations to create enduring one-to-one relationships with their customers.

Portrait Software was acquired in July 2010 by Pitney Bowes to build on the broad range of capabilities

at Pitney Bowes Software for helping organizations acquire, serve and grow their customer relationships

more effectively. The Portrait Customer Interaction Suite combines world leading customer analytics,

powerful inbound and outbound campaign management, and best-in-class business process integration

to deliver real-time customer interactions that communicate precisely the right message through the

right channel, at the right time.

Our 300 + customers include industry-leading organizations in customer-intensive sectors. They include

3, AAA, Bank of Tokyo Mitsubishi, Dell, Fiserv Bank Solutions, Lloyds Banking Group, Merrill Lynch,

Nationwide Building Society, RACQ, RAC WA, Telenor, Tesco Bank, T-Mobile, Tryg and US Bank.

Pitney Bowes Software Inc. is a division of Pitney Bowes Inc. (NYSE: PBI).

For more information please visit: http://www.pitneybowes.co.uk/software/

http://www.pb.com/software/

http://www.pitneybowes.co.uk/software/

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About this document

Purpose of document This document describes the features of the Generic Desktop 2 Custom Interaction.

Intended audience Anyone interested in using the Generic Desktop 2 Custom Interaction.

Related documents

Software release Portrait Foundation 4.4 or later.

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Contents

1 Introduction 7

2 Generic Desktop 2 8

3 Accessing Generic Desktop 2 9

3.1 Configuration 9

3.2 Code 9

4 Ribbon Menu 10

4.1 Keyboard navigation 10

4.2 ‘General’ tab 10

4.3 Ribbon tabs 11

4.4 Ribbon groups 11

4.5 Group names 12

4.6 Pop-up menus 13

4.7 Menu configuration 14

4.8 Application menu 15

4.9 Separators 16

4.10 Collapsing 16

5 Navigation tree 17


5.2 Icons 18

5.3 Selection 18

5.4 Collapsing 18

5.5 Shortcuts 19

5.6 Resizing 20

5.7 Context menu 20

6 Layout control 21

6.1 Pinning 21

6.2 Un-pinning 21

6.3 Closing a view 22

6.4 Active view pane 22

6.5 Grouping 22

6.6 Telephony summary 23

7 Breadcrumb 25


7.2 Breadcrumb parts 25

7.3 Type-ahead 26

7.4 Shortcuts 26

7.5 Navigation buttons 27

7.6 Refresh button 27

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7.7 Pinned views 27

8 Status bar 28

8.1 Zoom level 28

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1 Introduction

Generic desktop is a Custom Interaction (CI) that provides the controlling component of Portrait Foundation ASP.NET applications. It displays a desktop environment from which all actions are launched and reference information is displayed. Generic Desktop also provides the navigation control for the application.

Traditionally, Generic Desktop has used a tab metaphor to structure the user interface. The tabs are rendered from tab data objects held in a hierarchical structure and occupy most of the screen, on the right hand side. The left hand side is reserved for the sidebar menu that is rendered from the configured menu definition.

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2 Generic Desktop 2

A new Generic Desktop CI has been written to optimize the use of available screen area while delivering a familiar user experience, based around a Microsoft Office style ribbon menu and Microsoft Windows Explorer style navigation. The new CI runs against the same configuration as the original and has been called Generic Desktop 2.

Generic Desktop 2 uses the same data but presents it differently.

The main differences are:

The tab data is now displayed as a tree view on the left of the screen.

The tree view panel can be collapsed to provide more screen space for displaying views.

The menu definition is now displayed as a ribbon menu at the top of the screen. The ribbon menu can also be collapsed to provide more screen space for displaying views.

Views associated with the selected tree nodes are displayed in a splitter control so multiple views can be displayed side-by-side.

The main components of Generic Desktop 2 are described in more detail below.

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3 Accessing Generic Desktop 2

3.1 Configuration A new CI has been added to the Portrait Platform, Generic desktop package called Generic Desktop 2. This new CI is a direct replacement for the original Generic Desktop and has the same inputs, outcomes and outputs.

A Custom Interaction Class has also been added to the Portrait Platform, Generic desktop package called Application desktop. Application desktop has 2 class members that reference the old and new versions of Generic desktop.

If you are using the All applications workspace, the Contact centre Application Framework Model (AFM) has been updated to use the new Custom Interaction Class. The class member is mapped from the AFM input called DesktopCI.

3.2 Code When using the All application workspace and the associated implementation install shipped on the Foundation CD, the contact centre hta file will need to be updated to supply the name of the Generic Desktop 2 class member.

By default, the original Generic desktop CI is used so you will need to locate the file AIT_HRZ_ContactCentre.hta and edit the call to StartModel.amc.

Locate the code:

XMLHTTPRequest("StartModel.amc",

"_MODEL=ContactCentre&_REQUEST_TYPE=_START&DesktopCI=GenericDesktop&TelephonyEnabled=False

");

And update it so that the DesktopCI parameter is GenericDesktop2, such as:

XMLHTTPRequest("StartModel.amc",

"_MODEL=ContactCentre&_REQUEST_TYPE=_START&DesktopCI=GenericDesktop2&TelephonyEnabled=Fals

e");

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4 Ribbon Menu

The ribbon menu consists of tabs and tab pages that contain groups of menu items. This structure is built from the menu definition configured in the Configuration Suite and the levels of sub-menus will determine how they are displayed in the ribbon.

4.1 Keyboard navigation The ribbon menu can be accessed by pressing the Alt key. Once the Alt key has been pressed the ribbon has focus and the various sections can be accessed through further key presses. Tab will cycle through the visible parts of the ribbon and Shift + Tab will cycle in reverse order. You can also cycle through the visible parts of the ribbon using the cursor keys.

When part of the ribbon has been highlighted, it can be selected by pressing Enter or Space.

While the Alt key is pressed, accelerator keys will be displayed. Pressing the accelerator key while Alt is pressed will select the associated part of the ribbon, such as selecting a menu item or ribbon tab.

4.2 ‘General’ tab By default, any menu items configured at the top level of a menu will be added to a tab, and group, called General.

The configuration will look like:

The General tab will be the first on the Ribbon.

The General tab will only be displayed if there are menu items configured at the top level. If you don’t want a General tab on the ribbon you need to restructure the configuration so that all menu items are configured in sub-menus.

It is also not possible to create multiple groups within the General tab. If you want multiple groups then the menu configuration will need to be changed so that menu items are configured within nested sub-menus.

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This is described in more detail in the Ribbon tabs and Ribbon groups sections below.

4.3 Ribbon tabs Tabs on the ribbon will be determined by the sub-menus configured at the top level of a menu. These will be referred to as first level sub-menus.

The tabs will be displayed in the order the first level sub-menus appear in the configuration. The following configuration shows a first level sub-menu called User options.

This will be displayed in the ribbon as:

Menu items configured directly under the first-level sub-menu will be displayed within a group that has a title the same as the text on the tab. In the example above, the group inherits the tabs ‘User options’ title.

4.4 Ribbon groups To add a group to a menu ribbon, add a sub-menu to the first level sub-menu. This will be referred to as a second level sub-menu.

The groups will be displayed in the order the second level sub-menus appear in the configuration. The following configuration shows a second level sub-menu called Workflow.

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This will be displayed in the ribbon as:

4.4.1 Item order

Menu items in a group will be ordered based on the order in the configuration. The exception to this rule will be for menu items configured as Large.

Large menu items will always be positioned to the left of a group.

4.5 Group names As discussed above, by default the first group in a ribbon will take its title text from the text on the tab. Subsequent groups will take their titles from the names of the sub-menus configured in the configuration suite.

To change the title of the initial group, configure all menu items to be children of second level sub-menus.

The following configuration changes the first group title to be ‘My user options’ because ‘User options’ has no child menu items and ‘My user options’ is the first, second level menu.

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The ribbon menu will display this as:

4.6 Pop-up menus Third level menus will appear as pop-up menus.

An arrow will be displayed on the menu item to signify that there are pop-up items.

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Any sub-menus configured below the third level will themselves become pop-up menus, cascading through all configured levels.

4.7 Menu configuration

4.7.1 Icons

The ribbon menu will display the icons configured on the menu item. If the icon has not been configured, default icons will be used.

This is the default image for a small icon.

This the default image for a large icon.

4.7.2 Icon size

There are two size options when configuring a menu icon, Small and Large. When configuring the file name of the icon, note that the system will automatically append ‘_large’ to the name of the file if the Large icon size has been chosen.

For example, if a menu is configured with an icon name ‘my_icon.png’ and an icon size of Large, the icon name ‘my_icon_large.png’ will be used by the Ribbon menu.

4.7.3 Child menus

When configuring a menu definition it is possible to use child menus. A child menu is a reference to another menu in the Configuration suite.

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A child menu may be useful in a number of situations such as grouping menu items in a particular package, or sharing common sections of the menu between different applications.

The use of a child menu will not be noticeable in the Ribbon menu. Items in the child menu will be displayed in the same way as items configured directly in the menu being displayed.

4.8 Application menu The application menu is a separate part of the Ribbon menu that can be used to display menu items that may not be applicable to the context the application is running in, such as items specific to a user session or a help menu.

The application menu is accessed via the application menu tab in the ribbon.

To add items to the Application menu, you need to add a first level sub-menu with a system name of ApplicationMenu. Any children of this sub-menu will be displayed in a pop-up when the tab is clicked. You can also configure sub-menus as children and they will cascade via pop-ups to match the configuration.

An arrow will be displayed in the Application menu tab when there are menu options available.

Note that configuring a sub-menu called ApplicationMenu at any level other than the first will mean it is rendered as a tab or a group, the same as configuring any other sub-menu.

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4.9 Separators Although it is possible to configure separators in the menu definition, they will have no effect and will not be displayed in the Ribbon menu.

4.10 Collapsing The ribbon menu can be collapsed by clicking the Collapse button in the top right corner of the control.

When in collapsed mode, the ribbon menu can be displayed by clicking on one of the tabs but the menu will return to collapsed mode when a menu item is selected or another part of the screen is clicked.

When in collapsed mode, the menu can be expanded by clicking the Expand button in the top right corner of the control.

You can also switch between Expanded and Collapsed mode by double clicking the ribbon tabs.

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5 Navigation tree

The navigation tree is built from the tab Xml generated by the ‘Build desktop tabs’ Custom Control. Order and hierarchy of the tabs in the tab Xml will be maintained and the tree will support the majority of the existing tab configuration.

The navigation tree will not support the configuration that is specific to displaying the Xml in a tab control. Examples of these are:

ChildCollectionType - the expected values are things like TabStrip and TabStripCollection so are not relevant for a tree view.

NumberOfFixedChildren – this was used to indicate the tabs that couldn’t be moved to a more menu when the tabstrip wasn’t wide enough, so is not relevant for a tree view.

Please note that although these settings will not be honoured by the navigation tree, if present they will not cause problems to the rendering.

5.1 Keyboard navigation The navigation tree can be accessed by using the combination of Alt + Shift + N keys.

Once the navigation tree has focus, a number of keys can be used for navigation:

Cursor keys can be used to move up and down the tree. Note that the cursor keys will only change the focus of the tree node and will not make a selection.

The Home key will give focus to the first tree node.

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The End key will give focus to the last tree node.

Pressing Tab will select the next node in the tree.

Pressing Shift + Tab will give focus to the previous node in the tree.

When a tree node has focus, it can be selected by pressing Space or Enter.

5.2 Icons Each tree node has a default icon assigned when the tree is built.

This icon is used when a tree node has children.

This icon is used when a tree node has a view associated with it.

This icon is used when a tree node has children and a view associated with it.

If an icon has been assigned in the configuration, the configured icon will be displayed instead of the default icon.

5.3 Selection When a node is selected in the tree, the associated view will be displayed in the Layout control. The layout control can display a number of different views and this is reflected in the navigation tree by highlighting all the nodes that have views that are currently displayed.

5.4 Collapsing The navigation tree can be collapsed to increase the screen area available for views. This is done by clicking the Collapse button at the top of the navigation pane.

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When the navigation pane is in collapsed mode, the navigation pane can be re-

instated by clicking the Expand button on the left of the screen.

The navigation pane can also be re-instated by pressing Alt + Shift + N.

5.5 Shortcuts The tree nodes have shortcuts that can be used to select the node via the breadcrumb control. The visibility of the shortcuts can be toggled by the Show/Hide shortcuts button at the top of the navigation pane.

When the shortcuts are hidden, the button will cause the shortcuts to be displayed and when they are visible the button will cause them to be hidden.

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5.6 Resizing The navigation pane can be resized by left clicking the right-hand border of the navigation pane and moving the mouse to the left or right while the left button is pressed.

5.7 Context menu When you right-click a node in the navigation tree a context menu will be displayed. The menu has two options:

Open – this will select the node and display the view in place of

the un-pinned panel in the layout control.

Open new – this will select the node and display the view in a

new un-pinned panel in the layout control.

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6 Layout control

The layout control will display the views associated with the selection(s) in the navigation tree.

Numerous views can be displayed at the same time in the layout control, but only one can be active. Clicking within the view pane will make it active, causing the previously active view to be de-activated.

6.1 Pinning A view can be pinned so that it stays on screen when another view is selected. To pin a view, click the Pin button at the top of the view pane.

Once pinned, the button will change to be an Un-pin button that can be clicked to un-pin the view.

When a view is pinned, selection changes in the navigation tree will cause a new view pane to be added to the layout control. The new view will be un-pinned by default.

You can cycle through the views in the layout control by pressing Ctrl + Tab.

You cannot change the content of a pinned view pane via selection changes in the tree, although selecting a node that is already displayed will cause the corresponding view pane to be activated.

6.2 Un-pinning A pinned view can be un-pinned by clicking the un-pin button at the top of the view pane.

The behaviour of the un-pin button will vary depending on the pinned state of other views in the layout control.

When there is another view in the layout control in an un-pinned state, the un-pin button will cause the view panel to be removed from the layout control.

When there isn’t a view in the layout control in an un-pinned state, the un-pin button will cause the view pane to return to an un-pinned state.

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6.3 Closing a view A view can be closed by clicking the close button at the top of the view pane.

The close button will only have an effect when more than one view is displayed.

6.4 Active view pane There can only be one active view pane in the layout control at any one time.

When more than one view is displayed, the active view can be changed by clicking the view page. The currently active view pane will be automatically de-activated.

When a view pane is de-activated, any selections in grids will be removed so context sensitive behaviour can reflect what is selected.

6.5 Grouping The layout control will group view panels based on any associated business views.

A business view is created via a tree node that has both a view url and child nodes defined.

When a view is displayed that has an associated business view, it will be added to a group. If that view is pinned and another view is opened that is associated to the same business view, it will be added to the same group.

If the new view that is opened is associated to a different business view then a new group will be created. The layout control will split the available screen area equally between groups.

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For every business view associated with the views on display, a group will be displayed in the layout control. The layout control will also display nested groups when business views are configured at more than one level in the tree hierarchy.

The layout controls provides a very flexible framework for displaying information, but the position of business views should considered carefully so the use of available screen space is optimized.

6.5.1 New view

When a view is added to the layout control it will, by default, be rendered in the un-pinned view panel. If there isn’t an un-pinned view panel a new one will be.

If the un-pinned view panel is in a group for a different business view to the view being selected, the un-pinned view panel will be moved to the correct group.

6.6 Telephony summary When the application is running in a telephony enabled environment, the telephony summary will be contained in a layout panel at the bottom of the screen.

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7 Breadcrumb

The breadcrumb is located at the top of a view panel and provides a mechanism for navigating the nodes in the navigation tree.

Like Windows Explorer, the breadcrumb parts represent the different levels in the navigation hierarchy.

7.1 Keyboard navigation The breadcrumb for the active view can be accessed by using the combination of Alt + Shift + D keys.

7.2 Breadcrumb parts Each breadcrumb part is preceded by an arrow that, when clicked, displays a list of views that are available for selection. The list is built from the nodes siblings in the navigation tree.

Selecting an item in the list will update the contents of the view pane. This behaviour will be the same regardless of pinned state of the view.

If a view is selected that is not a leaf node in the navigation tree, the first child of the selection that is a leaf node will be displayed.

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7.3 Type-ahead The breadcrumb also works as a type-ahead list. When the breadcrumb is clicked in an area that isn’t a breadcrumb part, the path of the selected node is displayed.

Start typing the path for the view and the available options will be displayed.

The type-ahead will work on any part of the view path.

7.4 Shortcuts The breadcrumb type-ahead will also work with the navigation tree shortcuts.

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7.5 Navigation buttons The breadcrumb has navigation buttons that allow you to navigate to previously displayed views.

7.6 Refresh button The refresh button can be found to the right of the breadcrumb and, when clicked, will refresh the view content by posting back to the server.

7.7 Pinned views The breadcrumb can be used to update the content of a pinned view. Unlike the navigation tree that will only display content in an un-pinned view, the breadcrumb will update the associated view panel regardless of its pinned state.

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8 Status bar

The status bar can be found at the bottom of the desktop and includes sections containing the following information:

Version of Portrait Foundation being used.

Users name.

Desktop content that is currently being displayed.

Zoom level.

8.1 Zoom level The zoom level enables the user to change the size of the text that is displayed throughout the application. Clicking the plus icon increases the size and clicking the minus button decreases the size. The zoom level can also be controlled by clicking the slider and dragging the mouse left and right.

There are five levels of zoom:

Smallest

Smaller

Medium

Larger

Largest

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