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Overview

Introduction

The Agent Desktop Native (ADN) application, supported by LiveVox 7 U10 and above later versions, is an installable application designed to enhance the agent experience by offering the following features:

• Browser-independent access to the Agent Desktop
• Integrating Integrated voice through WebRTC
• Access to the screen recording feature
• Enables the use of Desktop Native commands .NET functionality

This document provides

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

 This document is intended for individuals who are 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.

ADN Compatibility with Platform Release

Downloading and Installing the ADN Application

You can download the ADN application v7.6.1 on the agent’s station either through the LiveVox portal

, Agent Sign In page, or by contacting the LiveVox Customer Care Team.

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Installing

ADN Application on Windows

To install the

ADN application on a Windows system, follow the procedure below:

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

1. is installed on the local machine

1. . You can launch the

1. ADN application from the applications folder, or

1. the icon placed on the desktop.Image Added

Installing ADN Application Using the MSI Package

For ADN mass installation, you can use the MSI installer package, which supports provisioning using the config.mst and config.json files. 

1. Copy the Microsoft installer package ADN 7.6.1.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 with the following contents. Update the Value field with your appropriate Client code. 
   {"clientCode":"Value"}
3. Open the Windows command prompt and go to the MSI package directory. For example, cd C:\temp\ADNInstall\
4. Execute the following command:
   msiexec /i agent-desktop-native-7.6.1.msi TRANSFORMS=config.mst

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Click the OK button to begin the installation process.
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Configuring the

ADN Application 

You can configure the Agent Desktop Native settings on

the Configure

 tab of the LiveVox portal.

Log in 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

LiveVox admin portal. 

1. Click the the Associated Entities Entities tab and ensure that the selected desktop is associated with the service to which the agent must loginlog in. You can configure the association in the the Client or  or Service editor editor.
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1. On

1. the Desktop Native

1.  tab, ensure that

1. the Native Mode

1.  is set

1. to Optional

1.  or Required.

1. The Native Mode

1.  drop-down menu has the following options:
   • Disabled

1. • : Agent cannot log in using

1. • ADN

1. • .
   • Optional

1. • : Agent can use the browser or ADN to log in.
   • Required

1. • : Agent can log in only using ADN.
     

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1. • Image Added

1. Choose

1. an Update Strategy

1.  to define the version of the Agent Desktop Native application:

1. • Ok

1. • : No restriction to use any version of ADN.
   • Ask

1. • : If an agent has a different version installed than the one configured for the site, a pop-up window 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

1. • : 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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1. Set Whitelist Addresses

1.  to define trusted domains. If the domain is not added in the Whitelist address list, the Agent Desktop displays an  error message. 
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Configuring Agent Desktop Native on Agent Station

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2. Enter your Client Code.

The Client Code is available on the General tab of the Client editor.
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3. Enter your Client Code on the Agent Desktop Native settings page, and click the Save button.
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The ADN Icon in the System Tray

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

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The icon color changes depending on the agent's state. The following table shows the icons for an agent's state. 

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

In addition, an icon with a red dot is displayed in an agent's tray when there is a new chat notification.

For example, if an agent receives a message from another agent, then a red dot appears on the Ready state icon to indicate that there is a message waiting.Image Added

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

• Ready: Allows an agent to change the state to Ready. 
• Not Ready: Allows an agent to change the state to Not Ready with the specific break code.
• Change Service: Allows an agent to change from one service to another available service without having to sign out or re-establish the audio path.
• Sign Out: Allows an agent 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 version U15 and above, the ADN application will pop-up when minimized for new incoming voice interactions.

  
  

• Open: Allows an agent to bring the application to the foreground.
• Quit: Allows an agent to close the application permanently. The tray icon also closes.
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LiveVox Customer Care Contacts

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