Agent Desktop Native Installation

This document provides a summary of the changes across the different releases of the ADN application, and instructions on how to download, install, configure, and use the ADN application. This document is intended for individuals responsible for the setup and training of contact center agents, and individuals with access to the agent desktop configurations.

Agent Desktop Native (ADN) is an application that is designed to enhance the agent experience. It offers the following features:

• Enables browser-independent access to the agent desktop
• Uses integrated voice through WebRTC
• Access to the screen recording feature
• Enables the use of Desktop Native commands 

The ADN application supports Windows 10, Windows 11, Mac OS, and Ubuntu 18.10 (Debian 10). This document provides instructions for installation on Windows and Mac systems.

Summary of Changes

The following table summarizes the changes to the ADN application across different releases.

ADN Platform Compatibility

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

Downloading the ADN Application

You can download the ADN application v7.7 on the agent’s desktop either through the LiveVox Portal, Agent Sign In page, or by contacting the LiveVox Customer Care Team.

Due to the limitations of the AppImage portable packaging system, you cannot use the auto-upgrade feature for the ADN 7.6.1 version in Linux. This issue will be fixed in the future releases.

Downloading ADN through the Agent Sign In Page

To download the ADN application through the Agent Sign-In page, navigate to the Agent Sign-In page, sign in with your credentials, and then click the Get The App link.

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

Installing the ADN Application

After downloading ADN, follow the procedure below to install the application.

Installing ADN on Windows

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 Using the MSI Package

To install ADN on many systems at once, an administrator can use the Microsoft Software Installer (MSI) package, which supports provisioning using the config.mst and config.json files.

• 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 7.7.msi and config.mst file to the specific folder. For example, C:\temp\ADNInstall\
2. Create the config.json file using Notepad. Save the file in the same folder and add {"clientCode":"Value"}to the file. Update the Value field with your appropriate Client code. For example, {"clientCode":"DocU17"}.
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-7.7.msi TRANSFORMS=config.mst

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

When upgrading the ADN version, the installation works as follows:

• The EXE installer removes the previous EXE installation.
• The MSI installer removes any previous installation.
• The EXE installer does not remove the previous MSI installation. The upgrade process with ask/force strategy uses the EXE installation in the Content Delivery Network (CDN). If you try to use an EXE installer to upgrade an ADN version installed using an MSI installer, the following message appears:
  

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. 
   

• By default, only the trusted LiveVox domains are listed. This mechanism blocks the loading resources that do not match the information contained on the whitelists. 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/**.
  
• 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.

The ADN System Tray Icon

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

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 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.

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, ADN displays a 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.
  

ADN Functionality

The Agent Desktop Native application contains the same functionality as the Agent Desktop application on the browser. For more information, see the Agent Guide on the Product Documentation Library.

During a call in knowledge worker desktop mode, if the agent decides not to share a screen using the Cancel button after clicking the share icon () for screensharing, then the following message appears:

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 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

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