Agent Desktop Native Installation

Overview

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

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

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.

Installing ADN Application on Windows

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

1. Run the agent-desktop-native-<version>.exe file to launch the installer. The following message appears.
   
2. Click the Yes button to begin the installation process. An Agent Desktop Native Setup window appears.
   
3. The application is installed on the local machine. You can launch the ADN application from the applications folder, or the icon placed on the desktop.

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

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 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.
   
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.
     
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 window prompting an update appears. An update notification appears after the agent logs in to the Agent Desktop Native application and selects a service.
     
   • 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.
     
4. Set Whitelist Addresses to define trusted domains. If the domain is not added in the Whitelist address list, the Agent Desktop displays an  error message. 
   

Configuring the ADN Application on the Agent Workstation

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

   • 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.
     

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

     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.
   

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

4. Specify your login credentials and click the Next button.
   

   • 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.
   

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.

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.

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

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

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.

  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.
  

LiveVox Customer Care Contacts

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