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Due to limitations of the AppImage portable packaging system, you cannot use the auto-upgrade feature in Linux.  This issue will be fixed in upcoming versions.

Downloading the ADN Application

LiveVox Portal 

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

1. Log in 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 click a platform (Windows, Mac, or Linux) for which you want to download the ADN application.
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Agent Sign In Page

To download the ADN 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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• This is applicable only to the Windows platform.
• Contact the Customer Care Team for the MSI installer package required to install the Agent Desktop Native application. For contact information, go to the LiveVox Customer Care Contacts section in this document.

After the successful installation, the config.json file is available at the following locations depending on the installation method:

• If the MSI or the EXE is executed by clicking the installer, the config.json is available in the user folder.
  For example, C:\Users\username\AppData\Roaming\Agent Desktop Native

• If the MSI installer is executed by a command running as admin and passing the config.mst file, the config.json is available at system level.
  For example, C:\Program Files\Agent Desktop Native

When upgrading the ADN version, the installation works as below:

• The EXE installer removes the previous EXE installation.
• The MSI installer removes any previous installation.
• The EXE installer doesn't remove the previous MSI installation. The upgrade process with ask/force strategy uses the EXE installation in the CDN (Content Delivery Network). If you try to use an EXE installer to upgrade an ADN version installed using an MSI installer, the following message appears:
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Installing an ADN Application on a 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.
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   After the installation process is complete, launch the ADN application from the applications folder.

• By default, only the trusted LiveVox domains are listed. This mechanism blocks the loading resources that do not match the information contained on the whitelists. Click the ellipsis next to the Whitelist Addresses to open the Whitelist Addresses pop-up window that allows you to view and manage the list of all the approved addresses for the Desktop Native application.
  • Add:  Adds a 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/**.
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• Typically, when enabling access, you should create a specific top-level-domain entry, and a wildcard-subdomain entry, such as: *://yahoo.com/** , *://*.yahoo.com/** 
• If you have a single-sign-on provider, you must allow access to the provider. For example, *://yourcorp.okta.com/** 
• To discover what URLs need to be whitelisted, check the information in any of the BLOCKED errors that appear in the application window or the ADN logs.  For more information about the ADN logs, go to the ADN Logs section of this document.

Configuring the ADN Application on the Agent Workstation

1. Launch the ADN application.
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   You are prompted to configure your client code by the following message.
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   • Show notification: When selected, chat notifications appear on the screen through the minimized ADN application from the system tray.
   • Keep running minimized in system tray when window is closed: When selected, the ADN application runs in the background even if the ADN application window is closed by using the cross (X) button. You can open it again using the ADN icon from the system tray. If this option is not selected, clicking on the cross (X) button exits the ADN application.
   • Notify when minimized to system tray: When selected, the following notification appears if you minimize the ADN application window to the system tray by closing the ADN application.
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   • Client Code: Specify your client code. If you don't know your client code go to Step 2; otherwise, go to Step 3.

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     Alternatively, 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. To copy your Client Code, go to the General tab of the Client editor.
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3. Enter or paste your Client Code in the Agent Desktop Native-Settings window, and click the Save button.
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4. Specify your login credentials and click the Next button.
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   You can select the Remember Me checkbox to save your Login ID for the next logins. Your password is not 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.
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Now, you are logged into the Agent Desktop. Depending on the selected service, you are prompted to either dial in or connect by using your computer audio using WebRTC.
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When an agent clicks the close (X) button in the upper right corner of the ADN application, the ADN application does not completely quit. This action only minimizes the application into the lower right corner (system tray), but retains the logon status of the agent and allows the agent to accept phone calls.

ADN 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 the User Hub.

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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/

ADN Security

Most of the ADN functionality is based on the Chrome and LiveVox ADN tries to adopt the latest Chrome version as early as possible.
In addition to the security features of ADN adopted Chrome version and any backported bug fixes, ADN has additional layers of security as below.

• At the network-access layer, ADN filters the request based on a domain-whitelist. By default, this allows only secure LiveVox pages to load into the ADN. At clients' discretion, this configuration can be expanded to include client-internal domains as well. By limiting network access in this way, it becomes much harder to attack the ADN with a drive-by exploit.
• For client-configured allowed domains, ADN severely restricts the available features such as media access, and ADN advanced APIs are disabled for all the domains except the LiveVox Agent Panel.
• ADN uses only the Chrome core features and does not use many features such as the Google Search-bar, the chrome:settings pages, the ability to install plugins/extensions, bookmark functionality, etc. So any exploits which target these features are ineffective.

Downloading and Installing the Agent Desktop Native 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 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.
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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 ADN Application on Windows

1. Run the agent-desktop-native-<version>.exe file to launch the installer. The following message appears.
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2. Click the Yes button to begin the installation process. An Agent Desktop Native Setup window appears.
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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.Image Removed

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

Configuring the 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.
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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
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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.
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   • 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 a similar error window.
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