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Overview

The Agent Desktop Native (ADN) application, supported by LiveVox U10 and later 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 following table summarizes the changes to the Agent Desktop Native application across different releases.

Downloading and Installing the ADN Application

You can download the ADN application v7.5 on the agent’s station either through the LiveVox portal, Agent Sign In page, or by contacting the LiveVox Customer Care. Team

Downloading ADN 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 In page, sign in with your credentials, and then click the Get The App link.

Installing ADN Application on Windows

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  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  ADN 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 the Notepad in the same folder with the 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 MSI package directory. For Example, cd C:\temp\ADNInstall\
4. Execute the following command:
   msiexec /i agent-desktop-native-7.5.0.msi TRANSFORMS=config.mst

Installing ADN Application on Mac 

1. After downloading the ADN 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 ADN application from the applications folder.

Configuring ADN Application 

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. If the domain is not added in the Whitelist address list, the agent will be displayed with a similar error window.
   

Configuring ADN application on Agent Workstation

1. Launch the ADN 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 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 the 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.
   

ADN Icon in System Tray

Once the 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.

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

Icon	Description
	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 a 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.
Image Modified

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

ADN Functionality

ADN Logs

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

LiveVox Customer Care Contacts

24 Hour Customer Care Line: (888) 477-3448
LiveVox Customer Care Email: customercare@livevox.com
 
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