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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.

Installing

ADN Application on Windows

To install the

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

1. Run

1. the agent-desktop-native-<version>.exe

1.  file to launch the installer. The following message appears.
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2. Click

1. the Yes

1.  button to begin the installation process.

1.  An Agent Desktop Native Setup window appears.
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2. The application

1. is installed on the local machine. You can launch the

1. ADN application from the applications folder, or the icon placed on the desktop.Image Modified

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.

1. 6.1.msi and config.mst file to the specific folder. For Example, C:\temp\ADNInstall\
2. Create the config.json file using

1. Notepad in the same folder with the following contents. Update

1. the Value field with your appropriate Client code. 
   {"clientCode":"Value"}
2. Open the

1. Windows command prompt and go

1. to the MSI package directory. For

1. example, cd C:\temp\ADNInstall\
2. Execute the

1. following command:
   msiexec /i agent-desktop-native-7.

1. 6.

1. 1.msi TRANSFORMS=config.mst

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

1. the Associated

1. 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

1. the Client

1.  or Service

1.  editor.
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2. 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 ADN.
   • 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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2. 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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1. • Image Added
   • 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. • Image Added

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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• 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.

• Settings options. On a Windows system, go to Application > Settings. On a Mac system, go to Agent Desktop Native > Settings.

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

To copy your Client Code, go to the General tab of the Client editor.
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Enter or paste your Client Code in

Enter your Client Code in

the Agent Desktop Native-Settings window, and click

the

the Save

button

 button.

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In the the Service drop drop-down menu, select a service to which you want to log in, and then click 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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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 Modified	Default
Image Modified	Agent is in Ready state.
Image Modified	Agent is in Not Ready state.
Image Modified	Agent is in call.
Image Modified	Agent is in Hold state.
Image Modified	Agent is in Preview Dial.
Image Modified	Agent is getting

an inbound call.
Image Modified	Agent is in Wrap Up state.
Image Modified	Agent is online.
Image Modified	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 Modified

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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