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Table of Contents

Introduction

The Agent Desktop Native (ADN) application, supported by LiveVox 7 and above versions, is an installable application designed to enhance the agent experience by offering the following features:

  • Browser-independent access to the Agent Desktop
  • Integrating voice through WebRTC
  • Access to screen recording
  • Keystroke emulation functionality 

This document provides a summary of changes across different releases and instructions to download, install, configure, and use the Agent Desktop Native application. 

This document is intended for individuals responsible for the setup and training of contact center agents, and individuals who have access to the Agent Desktop editor.

Note
The Agent Desktop Native application supports Windows 7+, Mac OS 10.9+, and Linux Debian 8. This document provides instructions for installation on Windows and Mac systems.

Summary of Changes

The below table summarises the changes to the Agent Desktop Native application across different releases.

VersionChangesRelease Date
7.2.0
  • Supports the Copy to Clipboard feature which enables you to copy the contact manager fields and Call Flow variables and paste them to the destination.
  • Enhanced keystroke emulation sequence support.
December 13, 2019
7.3.0
  • Supports installation of the Agent Desktop Native application using Group Policies (GPO) on the standard windows installer path. This enhancement prevents agents from using Windows desktops to download the software. 
Note

Contact your internal IT team for the MSI installer package required to install the Agent Desktop Native application.


January 28, 2020

Downloading and Installing the Agent Desktop Native Application

You can download the Agent Desktop Native application v. 7.3 on the agent’s station either through the LiveVox portal, Agent Sign In page, or the from the direct CDN links. 

Downloading the Agent Desktop Native Application

LiveVox Portal 

To download the Agent Desktop Native application through the LiveVox portal:

  1. Login to the LiveVox portal with an account that has administrator privileges and navigate to Configure > Agents > Agent Desktop > Desktop Native tab.
  2. Scroll down to the Desktop Native Commands section and choose a platform for which you want to download the Agent Desktop Native application.

Agent Sign In Page

To download the Agent Desktop Native application through the Agent Sign In page, navigate to the Agent Sign Inpage, sign in with your credentials, and then click the Get The App link.

Note

Your browser automatically detects your operating system’s correct download file.

You can also download the Agent Desktop Native application directly from CDN. The download links for ADN v7.3.0 are as below:

Info

If you need older version of ADN, contact the LiveVox Customer Care Team.

Installing the Agent Desktop Native Application on Windows

To install the Agent Desktop Native application on a Windows system, follow the procedure below:

  1. Run the agent-desktop-native-<version>.exe file to launch the installer. A security warning message appears.
  2. Click the Run anyway button to begin the installation process.

The application installs on the local machine without further prompts. You can launch the Agent Desktop Native application from the applications folder, or from the icon placed on the desktop.

Installing the Agent Desktop Native Application on Mac 

  1. After downloading the Agent Desktop Native application, run the .pkg file to launch the installer.
  2. Click the OK button to begin the installation process.

Follow the installation on-screen instructions to complete the installation process.

After the installation process is complete, launch the Agent Desktop Native application from the applications folder.

Configuring the Agent Desktop Native Application

You can configure the Agent Desktop Native settings on the Configure tab of the LiveVox portal. Login to the LiveVox portal with an account that has administrator privileges and navigate to Configure > Agents > Agent Desktop > Desktop Native.

On the LiveVox 7 platform and above versions, the Desktop Native tab is available by default in the Agent Desktop screen of the voice portal. 

  1. Click the Associated Entities tab and ensure that the selected desktop is associated with the service to which the agent must log in. You can configure the association in the Client or Service editor.
  2. On the Desktop Native tab, ensure that the Native Mode is set to Optional or Required. The Native Mode drop-down menu has the following options:
    • Disabled - Agent cannot log in using ADN
    • Optional - Agent can use the browser or ADN to log in
    • Required - Agent can log in only using ADN
  3. Choose an Update Strategy to define the version of the Agent Desktop Native application:
    •  Ok - No restriction to use any version of ADN
    • Ask - If an agent has a different version installed than the one configured for the site, a pop-up prompting an update appears. An update notification appears after the agent logs in to the Agent Desktop Native application and selects a service.
    • Force - After login, the update process installs and starts the new version without intervention. The update automatically launches when an agent logs in to the Agent Desktop Native application and selects a service.

4. Set Whitelist Addresses to define trusted domains. 

Note
Anchor
#WhiteList_address
#WhiteList_address

Note
  • By default, only the trusted LiveVox domains are listed. This mechanism allows blocking of all loading resources which do not match the whitelists. Click the link to open the Whitelist addresses configuration interface that allows you to view and manage the list of all the approved addresses for the Desktop Native application.
    • Add -  Adds new entry. Enter the address to be added as whitelist address in the address field. Entry of values are supported by comma separated patterns.
    • Delete - Deletes an entry. Select the address and click the Delete button to delete an entry.
    • Ok - Click Ok to save the changes.
    • Close - Click Close to discard the changes. 
    For example, https://*livevox.com/**, *://www.google.com/**, https://yahoo.com/**.
  • Typically, when enabling access, you will want to create a specific top-level-domain entry, and a wildcard-subdomain entry like this: *://yahoo.com/** , *://*.yahoo.com/** 
  • If you have a single-sign-on provider, you need to allow access to them as well. For example, *://yourcorp.okta.com/** 
  • You can discover what URLs need to be whitelisted is to check the details in any "BLOCKED" errors appearing in the app window or the logs.

Configuring Agent Desktop Native on Agent Station

  1. Launch the Agent Desktop Native application and navigate to the Settings page.
    • On a Windows system, go toApplication > Settings.
    • On a Mac system, go toAgent Desktop Native > Settings.
  2.  Enter your Client Code.The Client Code is available on the General tab of the Client editor.
  3. Enter your Client Code on the Agent Desktop Native settings page, and click the Save button
  4. Specify your login credentials and click the Next button.
  5. In the Service drop-down menu, select a service to which you want to log in, and then click Sign In.

Depending on the selected service, the agent desktop prompts you to either dial in or connect using your computer audio via WebRTC. After you are connected, you can make and receive calls by using the voice portal.

Agent Desktop Native Functionality

The Agent Desktop Native application contains the same functionality as the Agent Desktop application on the browser. For more information, see the Agent User Guide on User Hub.

ADN Logs

The ADN logs are available at following locations on the respective OS versions:

  • Windows: %USERPROFILE%\AppData\Roaming\Agent Desktop Native\logs\
  • macOS: ~/Library/Logs/Agent Desktop Native/
  • Linux: ~/.config/Agent Desktop Native/logs/


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