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Overview

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.

Summary of Changes

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

Downloading and Installing the Agent Desktop Native Application

You can download the Agent Desktop Native application v7.5 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 

1. Login to the LiveVox portal with an account that has administrator privileges and navigate to to Configure > Agents > Agent Desktop > Desktop Native Native tab.
2. Scroll down to the the Desktop Native Commands section  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 In page, sign in with your credentials, and then click

the Get The App

 link.

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Installing the Agent Desktop Native Application on Windows

1. Run the the agent-desktop-native-<version>.exe file  file to launch the installer. The following message appears.
   
2. Click the the Yes button  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. 

1. Copy the Microsoft installer package ADN 7.5.msi and config.mst file to the specific folder. For Example, C:\temp\ADNInstall\
2. Create the config.json file using notepad in the same folder

1.  with the below contents. Update

1. the Value

1.  with your appropriate Client code. 
   {"clientCode":"Value"}
2. Open the windows cmd prompt and go the MSI package directory. For Example, cd C:\temp\ADNInstall\
3. Execute the below command:
   msiexec /i agent-desktop-native-7.5.0.msi TRANSFORMS=config.mst

Installing the Agent Desktop Native Application on Mac 

1. After downloading the Agent Desktop Native application, run the the .pkg file  file to launch the installer.
2. Follow the installation on-screen instructions to complete the installation process.
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   After the installation process is complete, launch the Agent Desktop Native application from the applications folder.

Configuring the Agent Desktop Native Application 

1. Click the the Associated Entities 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 editorthe Client or Service editor.
   
2. On the the Desktop Native tab tab, ensure that the the Native Mode is  is set to Optional or to Optional or Required. The The Native Mode drop drop-down menu has the following options:
   • Disabled Disabled - Agent cannot log in using ADN
   • Optional Optional - Agent can use the browser or ADN to log in
   • Required Required - Agent can log in only using ADN
     
3. Choose an an Update Strategy to  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 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.
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4. Set Whitelist Addresses to define trusted domains. If the domain is not added in the Whitelist address list, the agent will be displayed with the similar error window.
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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 to Application > Settings. On a Mac system, go to Agent Desktop Native > Settings.

   
   

2.  Enter your your Client Code. The The Client Code is  is available on the the General tab  tab of the the Client editor editor.
3. Enter your your Client Code in  in the Agent Desktop Native-Settings window, and click the the Save button button.
   

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

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

   
   

5. In the the Service drop drop-down menu, select a service to which you want to log in, and then click click Sign In.
   

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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.

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The icon color will change depending on the agent state. The below table shows icons

for different agents states. 

Icon	Description
Image Modified	Default
Image Modified	Agent is in Ready state
Image Modified	Agent is in Not Ready state
Image Modified	Agent is in call
Image Modified	Agent is in Hold state
Image Modified	Agent is in Preview Dial
Image Modified	Agent is getting the inbound call
Image Modified	Agent is in Wrap Up state
Image Modified	Agent is online
Image Modified	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.

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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 and above version, 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 to close the app permanently, the tray icon also closes.

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Agent Desktop Native Functionality

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ADN Logs

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