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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

the

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

 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

editor

configurations.

Note
The Agent Desktop Native ADN application supports Windows 78.1+, Mac OS 10.9+, and Linux Debian 8. This document provides instructions for installation on Windows and Mac systems.

Summary of Changes

The

below

following table

provides

summarizes the

summary of

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
  • Contact manager fields and Call Flow variables and paste them to the destination.
Supports keystroke sequences
  • Enhanced support for the Keystroke emulation sequence feature.
December 13, 2019
7.3
Supports installation of Agent Desktop Native
U12
  • Supports installing the ADN application using Group Policies (GPO) on
the standard windows
  • the standard Windows installer path.
This enhancement prevents agents using Windows desktops to download the software.
  •  
Note
Contact your internal IT team for the Microsoft installer (MSI
installer
) package required to install the Agent Desktop Native application.


January 28, 2020
Downloading and Installing
 7.4U15
  • For ADN mass installation, you can use the MSI package, which supports provisioning using config.mst and config.json files. For more information, go to Installing the Agent Desktop Native Application
You can download the Agent Desktop Native application v. 7.3
  • using MSI Package section in this document.
Note
Contact the LiveVox 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.
  • The ADN icon is now available in the System Tray.
  • You can configure ADN for incoming call pop-up notifications with the U15 platform.
December 22, 2020
 7.5 U16
  • Ensures ADN adheres to Whitelist IP settings as configured in the LiveVox Portal's Security tab.
  • Enables you to view PDF files from links shared on the agent chat or email through ADN.
February 10, 2021
7.6.1U17
  • Allows configuring notifications and ADN system tray settings.
  • Security updates included in Electron from 9.3.5 to 9.4.4 (chromium v83)
October 20, 2021

ADN Compatibility with Platform Release

Platform ReleaseADN Version
U10, U11, U12ADN 7.3
U13ADN 7.3, ADN 7.6.1, or later versions
U15, U17ADN 7.6.1 or later versions


Note
Before upgrading to the platform release, ensure that you have upgraded your ADN version according to the above ADN Compatibility with Platform Release table.

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

or through the

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

Note

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.


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Downloading the

Agent Desktop Native

ADN Application

LiveVox Portal 

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

Login
  1. Log in to the LiveVox portal with an account that has administrator privileges and navigate
to
  1. to Configure > Agents > Agent Desktop > Desktop
Native
  1. Native tab.
  2. Scroll down to
the
  1. the Desktop Native Commands
section
  1.  section and
choose
  1. click a platform (Windows, Mac, or Linux) for which you want to download the
Agent Desktop Native
  1. ADN application.
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  1. Image Added


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Agent Sign In Page

To download the

Agent Desktop Native

ADN application through the Agent Sign-In page, navigate to the Agent Sign-In page, sign in with your credentials, and then click

the

the Get The App

link

 link.

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Note
Your browser automatically detects
your operating system’s
the correct download file for your operating system.


Installing

the Agent Desktop Native

ADN Application on Windows

To install the

Agent Desktop Native

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.
    Image Added
  2. Click the Yes button Click the Run button to begin the installation process.
    Image Removed An Agent Desktop Native Setup window appears.
    Image Added
  3. The application
installs
  1. is installed on the local machine
without further prompts
  1. . You can launch the
Agent Desktop Native
  1. ADN application from the applications folder, or
from
  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. 

Note
  • 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.
  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
Info

After the successful installation, the config.


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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


Note

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:
    Image Added


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Installing an ADN Application on a

Installing the Agent Desktop Native Application on

Mac 

  1. After downloading the
Agent Desktop Native
  1. ADN application, run
the
  1. the .pkg
file
  1.  file to launch the installer.
  • Click the OK button to begin the installation process.
    Image Removed
    1. Follow the installation on-screen instructions to complete the installation process.
    Image Removed
    1. Image Added
      After the installation process is complete, launch the
    Agent Desktop Native
    1. ADN application from the applications folder.

    Configuring the

    Agent Desktop Native Application

    ADN Application 

    You can configure the Agent Desktop Native settings on

    the

    the Configure

    tab

     tab of the LiveVox portal.

    Login

    Log in to the LiveVox portal with an account that has administrator privileges and navigate

    to

    to Configure > Agents > Agent Desktop > Desktop Native.

    On the LiveVox

    7

    U10 platform and above versions,

    the

    the Desktop Native

    tab

     tab is available by default in the Agent Desktop screen of the

    voice

    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.
      Image RemovedImage Added
    2.
    1. On
    the
    1. the Desktop Native
    tab
    1.  tab, ensure that
    the
    1. the Native Mode
    is
    1.  is set
    to
    1. to Optional
    or
    1.  or Required.
    The
    1. The Native Mode
    drop
    1.  drop-down menu has the following options:
      • Disabled
    - Agent
      • : Agent cannot log in using
    Agent Desktop Native (
      • ADN
    )
      • .
      • Optional
    - Agent
      • : Agent can use the browser or ADN to log in.
      • Required
    - Agent
      • : Agent can log in only using ADN.
    Image Removed
      • Image Added
    3.
    1. Choose
    an
    1. an Update Strategy
    to
    1.  to define the version of the Agent Desktop Native application:
       
        • Ok
      - No
        • : No restriction to use any version of ADN.
        • Ask
      - If
        • : 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.
      Image Removed
        • Image Added
        • Force
      - After
        • : 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.
      Image Removed
        • Image Added
      4. Set
      1. Set Whitelist Addresses
      to
      1.  to define trusted domains. If the domain is not added in the Whitelist address list, the Agent Desktop displays an  error message. 
        Image Added

      Anchor
      #WhiteList_address
      #WhiteList_address

      Note
      • By default, only the trusted LiveVox domains are listed. This mechanism
      allows blocking of all
      • blocks the loading resources
      which
      • that do not match the information contained on the whitelists. 
      Entry of values are supported by comma separated patterns such as:
      • 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/**.
        Image Added

      Configuring Agent Desktop Native on Agent Station

      • 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.


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      Configuring the ADN Application on the Agent Workstation

      1. Launch the ADN application.
        Image Added 
        You are prompted to configure your client code by the following message.
        Image Added

        • 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.
          Image Added
        • Client Code: Specify your client code. If you don't know your client code go to Step 2; otherwise, go to Step 3.

          Info
          Alternatively, you can set the Client Code from the Settings options
      Launch the Agent Desktop Native application and navigate to the Settings page
        • .
          • On a Windows system, go to Application > Settings.

      Image Removed
          • On a Mac system, go to Agent Desktop Native > Settings.
      Image Removed

      2. Enter your Client Code.

      The Client Code is available on the General tab of the Client editor.
      Image Removed

      3. Enter your Client Code on the Agent Desktop Native settings page, and click the Save button.
      Image Removed

      4.

      1. To copy your Client Code, go to the General tab of the Client editor.
        Image Added
      2. Enter or paste your Client Code in the Agent Desktop Native-Settings window, and click the Save button.
        Image Added

      3. Specify your login credentials and click the

      Next button.
      Image Removed5. In the Service drop
      1.  Next button.
        Image Added

        Info
        • 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.


      2. In the Service drop-down menu, select a service to which you want to log in, and then
      click
      1. click Sign In.
      Image Removed
      1. Image Added

      Now, you are logged into the Agent Desktop. Depending on the selected service,

      the agent desktop prompts

      you are prompted to either dial in or connect by using your computer audio

      via WebRTC. After you are connected, you can make and receive calls by using the voice portal.
      Image Removed

      using WebRTC.
      Image Added

      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.

      Note

      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.

      Image Added

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

      IconDescription
      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.
        Image Added
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      ADN

      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

      the Agent User Guide

      on User Hub.Image Removed

       on the User Hub.

      Image Added

      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.

      LiveVox Customer Care Contacts

      24 Hour Customer Care Line: (888) 477-3448
      LiveVox Customer Care Email: customercare@livevox.com
       
      This document is an unpublished work protected by the United States copyright laws and is proprietary to LiveVox, Inc. (“LiveVox”).  Disclosure, copying, reproduction, merger, translation, modification, enhancement, or use by anyone other than authorized employees, clients or licensees of LiveVox, and its affiliate companies, without the prior written consent of LiveVox, is prohibited.  This document is intended as a guide to assist users of systems provided by LiveVox, and does not constitute the provision by LiveVox of any legal or compliance advice.  Compliance by authorized clients or licensees of LiveVox with all applicable local, state, federal, or foreign laws and regulations is the sole responsibility of those authorized clients or licensees.  Further, features and services that rely on third party performance are subject to the errors and omissions of those third parties, over which LiveVox has no control.  LiveVox therefore disclaims all liability resulting from or arising out of any services supplied by or through any third-party vendor or any acts or omissions of the applicable third party vendor.  Additionally, LiveVox makes no representations or warranties with respect to the accuracy of content supplied by parties other than LiveVox. 


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