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Table of Contents

Introduction

The Agent Desktop Native (ADN) application, supported by LiveVox U10 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
  • Integrated voice through WebRTC
  • Access to screen recording
  • Desktop Native commands enablement 

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 configurations.

Note
The Agent Desktop Native application supports Windows 8.1+, 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 summarizes the changes to the Agent Desktop Native application across different releases.

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ADN VersionPlatform Release ChangesRelease Date
7.2U10
  • 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
7.3U12
  • Supports installation of the Agent Desktop Native application using Group Policies (GPO) on the standard windows installer path. 
Note

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


January 28, 2020
 7.4U15


Note
Before

LiveVox U15 release works with ADN 7.4 and above versions. So before you upgrade to LiveVox U15,

we recommend that you upgrade

you need to ensure that your Agent Desktop Native version is upgraded to ADN 7.4 and above versions.

  • For ADN mass installation, MSI package can be used which supports provisioning using config.mst and config.json files. For more information, See Installing the Agent Desktop Native Application using MSI Package section.
Note

Contact the Customer Care Team for the MSI installer package required to install the Agent Desktop Native application.

  • ADN icon is now available in the System Tray.
  • ADN can be configured for incoming call pop-up notifications with the U15 platform.
December 22, 2020

Downloading and Installing the Agent Desktop Native Application

You can download the Agent Desktop Native application v7.4 on the agent’s station either through the LiveVox portal, Agent Sign In page, or by contacting the LiveVox Customer Care.

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 (Windows, Mac, or Linux) 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.

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. The following message appears.
  2. Click the Yes button to begin the installation process. An Agent Desktop Native Setup window appears.
  3. The application installs on the local machine. You can launch the Agent Desktop Native application from the applications folder, or the icon placed on the desktop.

Installing the Agent Desktop Native Application using MSI Package

For ADN mass installation, MSI installer package can be used which supports provisioning using config.mst and config.json files. 

Note
  • This is applicable only for Windows platform.
  • Contact the Customer Care Team for the MSI installer package required to install the Agent Desktop Native application.
  1. Copy the Microsoft installer package ADN 7.4.msi and config.mst file to the specific folder. For Example, C:\temp\ADNInstall\
  2. Create the config.json file using notepad in same folder with the below contents. Update the Value with your appropriate Client code. 
    {"clientCode":"Value"}
  3. Open the windows cmd prompt and go the the MSI package directory. For Example, cd C:\temp\ADNInstall\
  4. Execute the below command:
    msiexec /i agent-desktop-native-7.4.0.msi TRANSFORMS=config.mst

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. 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 U10 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. 

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 ellipsis next to the Whitelist Addresses to open the Whitelist Addresses popup window 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 a whitelisted address in the address field.
    • 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 ADN logs.  For detailed information on ADN logs, see the ADN Logs section of this document.

Configuring Agent Desktop Native on the Agent Workstation

  1. Launch the Agent Desktop Native application.
     
    You will be prompted to configure your client code by the below message.

    Info

    You can set the Client Code from the settings options.

    • 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 in the Agent Desktop Native-Settings window, and click the Save button.

  4. Specify your login credentials and click the Next button.

    Info
    • You can select the Remember Me checkbox to save your Login ID for next logins. Your password will not be saved.
    • You can use the Clear option to remove your entered credentials.


  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 Icon in System Tray

Once ADN application is installed, you can see the ADN icon in the system tray as below. This tray icon allows agents to do certain tasks even when the application is closed.

Note

When agents press the close (X) button in the upper right hand corner of ADN application, it doesn't completely quit the ADN application. It minimize the application into the lower right hand corner (system tray). This keeps agents logged in and they are be able to accept phone calls.

The icon color will change depending on the agent state. The below table shows icons for different agents states. 

IconDescription

Default

Agent is in Ready state

Agent is in Not Ready state

 

Agent is in call

Agent is in Hold state

 

Agent is in Preview Dial

Agent is getting the inbound call

Agent is in Wrap Up state

Agent is online

Agent is offline

In addition, agents are displayed the icon with red dot when there is a new chat notification.
For example, an agent is in ready state and gets a message from another agent, then the agent gets the notification and this is indicated on the ready state icon with red dot.

When agents right click on the tray icon, they are provided the below options:

  • Ready: Allows to change the state to Ready. 
  • Not Ready: Allows to change the state to Not Ready with the specific break code.
  • Change Service: Allows to change from one service to another available service without having to sign out or re-establish the audio path.
  • Sign Out: Allows to sign out.

  • Always on Top:  When configured, the ADN application is kept in the foreground of all desktop applications at all times.

    Note

    When configured with the U15 platform, the ADN application will pop-up when minimized for new incoming voice interactions.


  • Open: Allows to bring the app to the foreground.
  • Quit: Allows to close the app permanently, the tray icon also closes.

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

You can view errors reported when performing the ADN operations at the 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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