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Conversation window behavior in deskphone control mode

Mark Congiusta — Sun, 17 Mar 2019 22:21:20 GMT

As part of the next release of Jabber for Windows, we are working through some designs for suppressing the conversation window when using Jabber in conjunction with a desk phone. We have heard the numerous requests on this community and elsewhere for an alternate approach to the current model where anytime a call is initiated, either from within Jabber or from a CTI controlled desk phone, the active conversation window comes to the front of the user's screen. This has created issues for many dedicated desk phone users who find that this can interfere with multi-tasking and interrupt other workflows contrary to their desired preference.

In response we have agreed to explore other options for users who are looking for a different user experience. We would be very eager to get feedback to the following questions which will help us prioritize feature specifics and allow us to confirm or reject our assumptions. Our questions are:

When in CTI (desk phone) control mode and I make or answer a call from my desk phone Jabber SHOULD NOT bring the conversation window to the front of all other open applications, yes or no?
When in CTI (desk phone) control mode and I initiate a call from within Jabber on my computer or click "Accept" on the Jabber call toast window on my computer the conversation window SHOULD come to the front of all other open applications, yes or no?
Should there be a user option to "Never bring conversation window to the front when in desk phone control mode", yes or no?
If this is a user option, should that user option be checked or unchecked by default?
Should this option (also) be an admin setting, yes or no?
When in CTI (desk phone) control mode and using desk phone video, the conversation window SHOULD ALWAYS come to the front of all other open applications regardless of any user setting, yes or no?

Also, please share with us any specific use cases that either aren't captured in our questions or in any previous discussions on this topic within previous community threads. All general feedback on this feature is welcome as well.

To be clear, we are not looking to have people vote rank these features, we are instead trying to understand as precisely as we can what user expectations are so we can then design the best solution with the greatest amount of flexibility to appeal to the most users.

Thanks in advance for any and all feedback.

Conversation window behavior in deskphone control mode

Shane French — Wed, 26 Jun 2013 17:58:10 GMT

Thanks for doing this:

1.)NO, should not bring to front (preferably let this be a user setting default to NO)

2.)NO, should not bring to front (preferably let this be a user setting default to NO)

3.) YES

4.) default to not bring to front

5.) Sure, why not?

6.) NO, user settings should always take precedence.

Just for the record, this issue is the biggest complaint I hear about Jabber. Having a few user-preferences and admin controllable defaults would really help.

Thanks again.

-shane

Conversation window behavior in deskphone control mode

Paul McGurn — Wed, 26 Jun 2013 20:21:51 GMT

Correct. As a default, be as invisible as possible, and let the user decide which level of screen disruption they are comfortable with. This should not be limited to CTI mode, since even soft phone mode has the toast popup in the systray.
By default, yes, but this should also respect #1's choice. As an admin, I should be able to disable that globally, but have the end user override that default that I push. If the user is a contact center agent, any popup is extremely disruptive, and wasteful since they are managing that same info/flow in another application.
Absolutely. For our big complainers, this is the silver bullet to their woes. This should not apply to video calls though, as that use case completely requires the window once the call is accepted.
I'm leaning toward checked by default, only because it eases the migration from old-school phone management and full-blown UC. This should not, however, impact IM-only requests.
Yes. I think all new options added to the client going forward should be controllable via the options file we administer.
Absolutely. This is the one use case where the call control window has active functionality that'd be consumed within the first moments of any call (viewing the video). In audio calls, the toast pop from the systray is helpful in indentifying the caller, and the docked menu is available for basic call control without being obtrusive to the user.

For the UCCX/UCCE environment, we'd like to disable the call window altogether. The agents already have two other mechanisms for managing the call - their phone, and their CTI-enabled app such as Cisco Agent Desktop or Finesse. Having a 3rd is forcing me to deploy Jabber to them with an intentionally broken CTI server profile, no CSF device, and a continued reliance on Cisco IP Communicator.

Additionally, we'd like for the controllable option (admin and end user) to not have messages all put in a single container window. This is extremely common IM client functionality (both supporting containers and not, and being able to choose). I personally find it overwhelming to manage a container fully of phone, video, and IM conversations that most often have nothing to do with each other. Example, I'm in an IM session iwth one person, and some random 3rd party calls my DN. Both of those conversations are grouped in the same container.

Any of these new options should come with the ability for us admins to override the Cisco defaults with our own, via the jabber-config.xml options file. The user, however, should be able to save their own changes to these if they prefer. Since these aren't security-related, and wouldn't break the core UC funcitonality, that shouldn't present an issue.

Conversation window behavior in deskphone control mode

Falko Hoppe — Thu, 27 Jun 2013 07:18:55 GMT

1] no

2] no

3] yes

4] checked (if admin can set it global it does not matter for me)

5] it is most important the admin can set all options global

6] yes but a checkbox in options menu is always a good idea

Conversation window behavior in deskphone control mode

rogierboeken — Thu, 27 Jun 2013 09:21:46 GMT

1) should not come to the foreground (btw with YES in your question do you mean YES it should NOT COME to the foreground or NO it should NOT COME to the foreground, not entirely clear and it is pretty important user request

2) i think when a call is placed from jabber client it can come to the foreground if a user likes this but an option to disable it is good (give the user the choice!)

3) yes

4) unchecked like everything else, that is what config files are for no?

5) yes

6) yes that makes sense but i would still make it an user and admin option to disable this although can't see the point of a video call when you cannot see the other person

many thanks for putting this on the roadmap, btw if this will be incorporated in 9.6 what does that mean in terms of becoming available for download?

thanks!

Re: Conversation window behavior in deskphone control mode

Mark Congiusta — Thu, 27 Jun 2013 12:25:30 GMT

Sorry for the confusion. In question 1, yes it should not bring the conversation window to the front.

We will get back to you as soon as we can on availability in a 9.6 drop as I do not have that information right now.

Mark

Conversation window behavior in deskphone control mode

Jean-Christophe Majchrzak — Thu, 27 Jun 2013 16:34:19 GMT

Yes. It's too big, too intrusive and some call controls are duplicates of those present in the top quick search bar (Hang Up)
No. User preference would be a plus.
Yes.
checked
Yes
Sorry I don't understand the difference with 1.

Other regular feedbacks from users :

- IM always flashing in taskbar. People do not see it and loose IM . Should be a setting (roaming) to choose either pop up in front or stay flashing in taskbar. Maybe it's a Windows OS issue because I've heard Link IM also flashes in taskbar...?

- Top quick search bar is really a nice feature. The ability of using the call control "Transfer and Conference" from it when in conversation is missing. You can hang up only. "Transfer and Conference" are yet available in the big pop up.

Conversation window behavior in deskphone control mode

Mark Congiusta — Thu, 27 Jun 2013 17:58:58 GMT

JC,

Thanks for the feedback.

Question 5 is a little different from #1 in that not all users may be desskphone video users (voice only) and/or may not be running their Jabber computer tethered to their deskphone at all times which is required for deskphone video (video on the desktop, voice over the desk phone). Also not all calls may be video calls. So if I pick up my desk phone and it is not a video call we would not pop the conversation window to the front, but if it was a video call maybe the window should come to the front?

As for your other feedback:

IM notifications are also being worked on by the design team but the work has not been comitted to a release yet.
Glad you like the docked window and call control. Our intention is to keep that piece of UI as lean as possible. That said, we are exploring adding some additional functionality to it such as presence control but as of right now, mid call controls such as transfer and conference have not been considered. I will note your suggestion however.

Thanks.

Mark

Conversation window behavior in deskphone control mode

ryan — Fri, 28 Jun 2013 09:28:06 GMT

1. No, if at all possible don't even bring up the window, only bring up the window when someone clicks on their name for the chat facility there is no need for it to pop up during a phone call at all.

2. No the only time that window should appear in the forground is when someone clicks on someones name to get the chat window up, it should not pop up at all for phone conversations, in fact it shouldnt pop up at all it should only be accessable when someone wants to use the chat function.

3. YES!

4. Checked.

5. Yes.

6. If it is just for video call then yes deffinitly or people would have to go and open the window every time for makeing video calls which would annoy them just as much as having to minimize it for normal calls.

Conversation window behavior in deskphone control mode

s_mcnally — Tue, 02 Jul 2013 22:10:59 GMT

I second Shane French

1.)NO, should not bring to front (preferably let this be a user setting default to NO)

2.)NO, should not bring to front (preferably let this be a user setting default to NO)

3.) YES

4.) default to not bring to front

5.) Sure, why not?

6.) NO, user settings should always take precedence.

Just for the record, this issue is the biggest complaint I hear about Jabber. Having a few user-preferences and admin controllable defaults would really help."

Conversation window behavior in deskphone control mode

lja.mimpen — Thu, 18 Jul 2013 10:25:08 GMT

1.)NO, should not bring to front (preferably let this be a user setting default to NO)

2.)NO, should not bring to front (preferably let this be a user setting default to NO)

3.) YES

4.) default to not bring to front

5.) Preferably through GPO / ADM-file

6.) YES/NO, If you mean by "using desk phone video", a video-call on a Video Phone ( eg. Cisco Unified IP Phones 9900 Series): NO (Video is shown on deskphone). If Video is shown on the PC, YES, pop it up!

And YES, this is the biggest complaint, together with NO popup for chats.

Conversation window behavior in deskphone control mode

spsmith@4thebank.com — Thu, 18 Jul 2013 14:56:18 GMT

Yes. This has been a complaint from my users. Some don't even use Jabber because of the pop up window
No, but an option to allow user to set to Yes would be nice
Yes
Not to bring to front would be the default so the "Do not bring window to front" would be checked by default
Yes (but a user option through the client should be the priority)
Yes (but an option to not bring it to front would be nice)

Re: Conversation window behavior in deskphone control mode

Atllp_rtutt — Thu, 18 Jul 2013 15:44:44 GMT

1.)NO, should not bring to front (preferably let this be a user setting default to NO also global option should be added to jabber-config.xml and as an option in the client )

2.)NO, should not bring to front (preferably let this be a user setting default to NO and have this being set in the config file.)\

3.) YES, but for crying out loud PLEASE put in bring to front and/or another way to notify users of Instant messages.

Almost everyone in my compay has either their computers muted or the speaker bar off completely.

I see that it is on the roadmap but ... this is the biggest issue people have next to your pop-up on call.

I have a user who calls people then starts trying to update the support ticket and when he is trying to do that it switches the call to Voicemail. Thus popping up and taking focus.

The flashing bar does not help them figure out that they have a new message at all. I would be rich if I had a dollar for everytime someone said they missed the message b/c they didn't see the flashing bar.

4.)Yes. I think all new options added to the client going forward should be a user prefreance in the client and controllable via the options file we administer User setting taking pirority over global.

5.) YES for every new option added to the client

Always let the user choose then give the Jabber-config file the ability to affect this change aslo.

Conversation window behavior in deskphone control mode

Jonathon Bock — Wed, 24 Jul 2013 16:57:47 GMT

Working with an Enterprise customer doing their world wide pilot now. This has the potential to affect over 70,000 users if they go live with Jabber. This seems to be a real show stopper and we need to know how soon this will be resolved!

1. Definitely No pop-up when on CTI. (Default - not bring to front! Option jabber-config.xml would be a plus not necessary)

2. Defintely No call control window should be hidden. (Default - immediately hidden or minimized! Option jabber-config.xml would be a plus not necessary)

3. Yes (Definitely a Plus)

4. Unchecked by Default (Should be a user preference in the client and controllable via the options file.)

5. No

6. Yes/No Yes if video is shown on PC / No if video is shown on desk phone like 9971

Conversation window behavior in deskphone control mode

oceanSDE — Fri, 26 Jul 2013 13:58:05 GMT

Several messages in my email this morning asking about how to disable the pop-up because it takes up too much space on their screen. Found this thread in my research, so here's more feedback for you. Thank you for your persistence in helping to get these enhancements for our customers!

Yes, if the User has selected an option to disable the pop-up on a new call allert.
Yes, if the User has selected an option to disable the pop-up on Accept.
Yes.
Unchecked. Give Users a chance to see how it works, then disable if they don't like it.
Yes, to give admins a way to set the default for their users based on how they work. I like Jonathon's response that it be controllable via the options file, so it can be set up differently for groups of users.
No, should be an option for the User. We have several deployments of video phones where every internal call utilizes video. These users will NOT want it to pop up for every call. We have other deployments with the same setup; however, the users love that the video comes up for each call. It's entirely dependant on the type of users and how they work.

Paul mentioned above about the interaction with UCCX and I would like to add that it's an issue with the Attendant Console as well. 1) users control their phone via the console software, so they don't need/want Jabber to pop up for each call as it takes focus away from the console and 2) there is a "Send Instant Message" option when you right click on a Directory entry, but it is grayed out. We're told it's for future use, so it would be nice if that was integrated with the Jabber client as we were expecting. The user clicks that link and it opens a chat within Jabber.

Are the enhancements in this discussion for the 9.4 release? Other than "Summer 2013" is there a more specific timeline that we can anticipate that release? Thank you!

Re: Conversation window behavior in deskphone control mode

FredRugenJr — Thu, 01 Aug 2013 13:45:18 GMT

1)When in CTI (desk phone) control mode and I make or answer a call from my desk phone Jabber SHOULD NOT bring the conversation window to the front of all other open applications, yes or no?

(DEFAULT TO NO - Prefer it to be a User Settable Option)

2)When in CTI (desk phone) control mode and I initiate a call from within Jabber on my computer or click "Accept" on the Jabber call toast window on my computer the conversation window SHOULD come to the front of all other open applications, yes or no?

(DEFAULT TO NO - Prefer it to be a User Settable Option)

3)Should there be a user option to "Never bring conversation window to the front when in desk phone control mode", yes or no?

YES

4)If this is a user option, should that user option be checked or unchecked by default?

Doesnt Matter to me

5)Should this option (also) be an admin setting, yes or no?

ALSO YES

Hey Cisco

Can i also please get an update as to where we stand on any of this..

I see this dating back for over a year, and here the last post as recent as July 2013..

And a lot of users just about everyone on this post requesting the exact same i am, however i am on the newest Jabber, and see no tweaks to any of the settings listed in items 1-6

Please advise to where we stand on this..

I too have tons of users complaining about the "pop up" and wanting to disable, and in addition tons of users that love the pop up..

And SOME users WHO hate the fact that if you minimize the Converstation window and you get a new chat message it only blinks and doesnt POP UP!! this need to be another user customizable settting

Fred

Conversation window behavior in deskphone control mode

thisisfred — Thu, 08 Aug 2013 15:05:15 GMT

1. Yes - This is a real issue for our Call Center - and most of them don't login to Jabber (which certainly makes the whole Presence concept ineffective.)

2. Yes - This would seem to more of a "normal" function, but both issues 1 and 2 should be useer options.

3. Yes

4. Unchecked

5. Yes - especially if it could be configured on a per user basis. Then IT could set this based on department and job function withour having to train the users.

Conversation window behavior in deskphone control mode

Pat Sullivan — Mon, 19 Aug 2013 17:29:37 GMT

Mark-

I also would like to have a pop-up for any incoming chats. Actually most of our users utilize chat much more than any phone-related feature, but I do appreciate the opportunity to give feedback to your questions.

1) Yes

2) Yes

3) Yes

4) Unchecked

5) If by Admin setting you mean that an admin could lock this down, then yes. If yo umean that a User would NOT have access to this setting then NO.

6) no experience with video

Conversation window behavior in deskphone control mode

Mark Congiusta — Mon, 19 Aug 2013 18:36:50 GMT

Thanks for the feedback Pat.

IM notification improvements are also on our backlog but not currently scheduled for a specific release. Thanks for the bump though. I know that this has been something requested by several users and your input helps.

Mark

Conversation window behavior in deskphone control mode

David Koll — Tue, 27 Aug 2013 21:12:33 GMT

Yes, many of our employees have asked if they could disable this feature.
No, many of our employees do not like the call window popping up in front of everything else on their screen.
Yes
Checked by default
Yes. Also, the option to uncheck "let others know when I am in a meeting" should be an admin controllable function too.
No

Finally, I know you've already read this many times, but please configure an option in Jabber to bring the chat window to the front when a message is received. This is the BIGGEST complaint that I have received from my users with Jabber. This is more important than the call window because instant messages are being missed when the chat windows remains minimized in the taskbar.

One last thing, where can we submit feature requests? The link provided in a previous post was not valid. Statuses are extremely important in our organization, and we are migrating our employees to Jabber from an older app they used to set their statuses. Unfortunately in Jabber you cannot see the status of someone else if they are offline. Our employees are used to "marking" their phone saying that they are out of the office, back at x:xx AM. However, they cannot do this in Jabber because once they log off their computer, they are offline in Jabber. Any chance of having the ability to set an offline custom status that displays when the user is offline?