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Introduction

Overview

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 Keystroke emulation 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

 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.

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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

summarises

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

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ADN VersionPlatform Release ChangesRelease Date
7.2
.0
U10
  • 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.
  • Enhanced
keystroke
  • support for the Keystroke emulation sequence
support
  • feature.
December 13, 2019
7.3
.0
U12
  • Supports
installation of the Agent Desktop Native
  • installing the ADN application using Group Policies (GPO) on
the standard windows
  • the standard Windows installer path
. This enhancement prevents agents from 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, Agent Sign In page, or

the from the direct CDN links. 

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 ADN

Downloading the Agent Desktop Native

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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Image Added

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

You can also download the Agent Desktop Native application directly from CDN. The download links for ADN v7.3.0 are as below:

Info

If you need older version of ADN, contact the LiveVox Customer Care Team.

for your operating system.


Installing ADN

Installing the Agent Desktop Native

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 YesClick the Run anyway 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
.
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  1. .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.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


Installing the Agent Desktop Native Application on Mac 

  1. After downloading the Agent Desktop Native application, run the .pkg file to launch the installer.
  2. Click the OK button to begin the installation process.
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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.
  1. Follow the installation on-screen instructions to complete the installation process.
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  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 log in. You can configure the association in the the Client or  or Service editor editor.
    Image RemovedImage Added
  2. On the the Desktop Native tab tab, ensure that the the Native Mode is  is set to to Optional or  or Required. The The Native Mode drop drop-down menu has the following options:
    • Disabled- Agent : Agent cannot log in using ADN.
    • Optional- Agent : Agent can use the browser or ADN to log in.
    • Required- Agent : Agent can log in only using ADN.
      Image RemovedImage Added
  3. Choose an an Update Strategy to  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 RemovedImage 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 RemovedImage 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. Click the link to the ellipsis next to the Whitelist Addresses to open the Whitelist addresses configuration interface 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
    •  Enter the address to be added as
    whitelist
    • a whitelisted address in the
    address
    • Address field.
    Entry of values are supported by comma separated patterns.
    • Delete
    -
    • : Deletes an entry. Select the address and click
    the
    • the Delete
    button
    •  button to delete an entry.
    Ok - Click Ok to
    • OK: Click OK to save the changes.
    • Close
    - Click
    • : Click Close
    to
    •  to discard the changes. 
    For example, https://*livevox.com/**, *://www.google.com/**, https://yahoo.com/**.
  • Typically, when enabling access, you will want to should create a specific top-level-domain entry, and a wildcard-subdomain entry like this, such as: *://yahoo.com/** , *://*.yahoo.com/** 
  • If you have a single-sign-on provider, you need to must allow access to them as wellthe provider. For example, *://yourcorp.okta.com/** 
  • You can To discover what URLs need to be whitelisted is to , check the details information in any "of the BLOCKED " errors appearing that appear in the app application window or the ADN logs.  For more information about the ADN logs, go to the ADN Logs section of this document.

Configuring Agent Desktop Native on Agent Station

Launch the Agent Desktop Native application and navigate to the Settings page


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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.
      • On a Windows system, go to Application > Settings.

Image Removed
      • On a Mac system, go to Agent Desktop Native > Settings.
Image Removed
  •  Enter your Client Code.The Client Code is available on the General tab of the Client editor.Image Removed


    2. To copy your Client Code, go to the General tab of the Client editor.
      Image Added

    3. Enter or paste your Client Code in the Agent Desktop Native-Settings window, and click the Save button.
      Image Added

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

    2. Specify your login credentials and click the

    Next button.
    Image RemovedIn 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.

    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

    Image Removed

    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

     on the User Hub.

    Image Removed

    Image Added

    ADN Logs

    The ADN logs are available at following locations on

    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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