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Difference between revisions of "myAgent"

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{{Breadcrumb|en|myAgent (de)|Unified Communications|OpenScape Office}}
 
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[[Image:OSOff-Agent-Screen.jpg|thumb|350px|myAgent screenshot]]
 
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'''myAgent''' is the user portal for contact center agents, supervisors and contact center administrators. It provides information about the number of waiting calls as well as information about the Presence status of other subscribers.
 
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myAgent provides the following features:
 
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* Call processing
 
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* Caller details
 
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* Agent callback
 
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* Agent status
 
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* Presence status
 
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* Real-time monitoring of queues
 
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* Assistance
 
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: As an agent you can request assistance from the supervisor during a call. When doing so, you can specify the reason and the type of assistance you require: Instant messaging, Silent Monitoring or Override.
 
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* Instant Messaging
 
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: Instant Messaging enables you to exchange instant messages (i.e., to chat) with other internal subscribers. Instant Messaging is possible in combination with myPortal, myPortal for Outlook, myAgent or myAttendant.
 
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* Directories
 
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* Voice and Fax messages
 
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* Reports
 
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{{Breadcrumb|0|0|Unified Communications|OpenScape Office}}
 
{{Breadcrumb|0|0|Unified Communications|OpenScape Office}}
  
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[[Image:OSOff-myPortal-Screen.jpg|thumb|350px|myPortal screenshot]]
 
  
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'''myPortal for Desktop''' is a Java based client for accessing the unified communication functions of [[OpenScape Office]] from a Desktop PC.
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'''myAgent''' is a .NET based client for accessing the Contact Center functions of [[OpenScape Office]] from a Desktop PC.
  
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Diffenrent skins are available to meet customer requiremnts regarding look and feel and handling.  
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'''myAgent''' offers the same look and feel and handling for agents as well as for supervisors or administrators.  
  
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'''myPortal for desktop''' SW is part of OpenScape Office SW and bound to OpenScape Office SW version. <br />
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The SW is part of OpenScape Office SW and bound to OpenScape Office SW version. <br />
  
 
The following description refers to '''OpenScape Office V3R3'''. Deviations may occur for previous or subsequent versions of OpenScape Office
 
The following description refers to '''OpenScape Office V3R3'''. Deviations may occur for previous or subsequent versions of OpenScape Office
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=== Features ===
 
=== Features ===
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Besides convenient dialing aids via phone directories and favorites and information on the presence status of other subscribers, '''myPortal for desktop'''  can, for example, also be used to access voicemails and faxes.
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myAgent is the user portal for contact center agents, supervisors and contact center administrators. <br/>
 +
It provides information about the number of waiting calls as well as information about the Presence status of other subscribers.
  
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[[Image:OSOff-myPortal-Screen.jpg|600px|Modern Interface 1]]
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[[Image:OSOff-Agent-Screen.jpg|thumb|350px|myAgent screenshot]]
  
  
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'''myPortal for desktop''' provides:
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myAgent provides in general:
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* Directories
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* Call processing
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* Favorites List
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* Caller details
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* Journal for calls
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* Agent callback
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* Screen pops
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* Agent status
 
* Presence status
 
* Presence status
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* CallMe service
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* Real-time monitoring of queues
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* Status-based call forwarding
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* Assistance
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* Personal AutoAttendant
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: As an agent you can request assistance from the supervisor during a call. When doing so, you can specify the reason and the type of assistance you require: Instant messaging, Silent Monitoring or Override.
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* Recording calls and conferences
 
 
* Instant Messaging
 
* Instant Messaging
 +
: Instant Messaging enables you to exchange instant messages (i.e., to chat) with other internal subscribers. Instant Messaging is possible in combination with myPortal, myPortal for Outlook, myAgent or myAttendant.
 +
* Directories
 
* Voice and Fax messages
 
* Voice and Fax messages
 +
* Reports
  
  
 
=== Differences to previous versions  ===
 
=== Differences to previous versions  ===
  
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From OpenScape Office V3R3 on myPortal for Desktop offers:
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From OpenScape Office V3R3 on myAgent offers:
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* Support of Web Collaboration
 
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* Support of adhoc conference out of 2-party call
 
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* Additional skins 
 
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* Support of Mac OS
 
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=== myPortal for Desktop – Modern Interface ===
 
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A completely redesigned user interface of myPortal for Desktop offes a new user experience.<br/>
 
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Two predefine and one customizable, highly scalable skins require less space at the desktop and offer less pop up Windows to the user without loss of functionality.
 
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The customization option offers the possibility to include a company logo or any other background images on a system-wide base.
 
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Scalability allows to use either the whole desktop, or to reduce space and to position the client on the desktop at any position or to send the client to the task bar.
 
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[[Image:OSOV3_MP_Desk_Modern1.jpg|600px|Modern Interface 1]]
 
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[[Image:OSOV3_MP_Desk_Modern2.jpg|400px|Modern Interface 2]]
 
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[[Image:OSOV3_MP_Desk_Modern3.jpg|300px|Modern Interface 3]]
 
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<br />
 
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=== myPortal for Desktop – MAC ===
 
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myPortal for desktop for Apple MAC is available with same interface as under Microsoft Windows.
 
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[[Image:OSOV3_MP_Desk_MAC1.jpg|600px|myPortal for MAC]]<br />
 
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However, due to the Apple MAC OS system architecture, the following functions are currently not supported:<br/>
 
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* Hot keys, incl. the Desktop Dialer
 
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* Sending faxes
 
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* Outlook, Entourage Integration
 
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* Ical (MAC calendar)
 
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* MAC Address Book
 
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* OpenScape Web Collaboration Integration
 
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* Auto-update is only available to users with administrator rights on the MAC computer
 
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=== Desktop Dialing and Hot Key Function ===
 
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Desktop dialing function with hot keys and, optionally, the click & drag function familiar from OpenScape Office V1/V
 
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[[Image:OSOV3_MP_Desk_Dial 1.jpg|400px|Desktop Dialing]]<br />
 
  
 
== Configuration Overview ==
 
== Configuration Overview ==
  
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myPortal is a Java based client SW which is installed either on a Microsoft Windows based or an Apple a Mac OS based Desktop PC.
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myAgent is a .NET based client SW which is installed on a Microsoft Windows based Desktop PC.
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myPortal connects to OpenScape office via Ethernet LAN with TCP/IP protocol.
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myAgent connects to OpenScape office via Ethernet LAN with TCP/IP protocol.
  
 
== Requirements ==
 
== Requirements ==
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* 100 Mbps LAN
 
* 100 Mbps LAN
 
* XGA (1024x768) screen resolution, myPortal for Outlook: SVGA (800x600) screen resolution
 
* XGA (1024x768) screen resolution, myPortal for Outlook: SVGA (800x600) screen resolution
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'''MAC Client PC'''
 
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* Processor type: Intel Core 2 Duo 2 GHz
 
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* Memory: 2 GB 667 MHz DDR RAM
 
  
 
'''Terminal Server'''
 
'''Terminal Server'''
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The number of installable clients depends on the server performance and on the amount of available memory. If the server is also being used for other applications, their memory requirements must also be taken into account.
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Termininal Server installaions are currently not released
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More information on the configuration of Citrix XenApp Server can be found under:
 
  
 
=== PC software ===
 
=== PC software ===
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=== Application Software ===
 
=== Application Software ===
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* myPortal for Desktop V3R3  
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* myAgent V3R3  
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* Oracle Java >= 1.6.0_31
 
 
   
 
   
 
==== Internet Browser ====
 
==== Internet Browser ====
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===  Licenses ===
 
===  Licenses ===
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Within Open Scape Office a OpenScape Office user licenses for each user, who wants to use myPortal for Desktop.
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Within Open Scape Office following licenses are necessary for each user, who wants to use myAgent.
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Contact Center base license
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Comfort user license or comfort plus user license
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Contact Center agent license
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== Functional Boundaries and Limitations ==
 
== Functional Boundaries and Limitations ==
  
 
=== SW Installation ===
 
=== SW Installation ===
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Local administration rights on the client PC are required for the installation, but not for automatic updates (except for the Apple MAC OS X). The Russian and Chinese user interfaces of myPortal for Outlook require a corresponding Russian or Chinese Windows installation.
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Local administration rights on the client PC are required for the installation, but not for automatic updates
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=== Windows Update ===
 
=== Windows Update ===
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==== User manual ====
 
==== User manual ====
  
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* {{File-DL|myPortal for Desktop user guide|pdf}}
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* {{File-DL|myAgent V3R3 user guide|pdf}}
  
 
Actual or revised documents can be retrieved from [http://www.unify.com/seba/default.aspx SEBA].
 
Actual or revised documents can be retrieved from [http://www.unify.com/seba/default.aspx SEBA].
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== Software Deployment  ==
 
== Software Deployment  ==
  
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myPortal for Desktopp is part of OpenScape Office SW image. <br/>
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myAgent is part of OpenScape Office SW image. <br/>
 
The following options are available for providing installation files to users:<br>  
 
The following options are available for providing installation files to users:<br>  
 
* The administrator downloads the installation files from the Download Center and provides them to users via a network drive, for example.  
 
* The administrator downloads the installation files from the Download Center and provides them to users via a network drive, for example.  
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== Licensing ==
 
== Licensing ==
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A license is required for for every user for the operation of myPoprtal for desktop. <br/>
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A license is required for for every user for the operation of myAgent. <br/>
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Whereas the use of myPortal for Desktop is embedded within the following OpenScape Office licenses.<br/>
 
 
Differences have to be considered between the user licensing of OpenScape Office LX/MX and OpenScape Office HX.
 
Differences have to be considered between the user licensing of OpenScape Office LX/MX and OpenScape Office HX.
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Licenses are permanently bound to the user station.
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myAgent licenses are floating licenses and not bound to the user station.
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* OpenScape Office V3 LX/MX Comfort User
 
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-      Usage of all communication functions of OpenScape Office <br/>
 
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- Unified Communications functions via myPortal. <br/>
 
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- Voicemail box (Voicemail)<br/>
 
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* OpenScape Office V3 LX/MX Comfort Plus User
 
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- Usage of all communication functions of OpenScape Office <br/>
 
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- Unified Communications functions via myPortal <br/>
 
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- Voicemail box (Voicemail)<br/>
 
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- Fax box <br/>
 
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- Conference management <br/>
 
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- Mobility Entry, incl. myPortal for Mobile <br/>
 
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or <br/>
 
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* OpenScape Office V3 HX Standard User <br/>
 
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- Usage of all communication functions of OpenScape Office
 
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- Unified Communications functions via myPortal.
 
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- Voicemail box (Voicemail)
 
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- Fax box
 
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==Interoperability Matrix ==
 
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=== Client - Device ===
 
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Overview about interoperability of clients and phone devices:
 
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{| {{DefaultTable}}
 
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! width="20%" |
 
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! width="20%" |
 
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! width="20%" |
 
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|----
 
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|
 
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|openScape Office MX V2 Contact Center | 
 
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|----
 
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|Phones
 
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|Client
 
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|   
 
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|----
 
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|
 
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|myAgent
 
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|myReports
 
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|----
 
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|openStage T
 
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|no
 
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|no
 
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|----
 
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|openStage HFA
 
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|yes
 
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|yes
 
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|----
 
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|optiPoint 500
 
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|no
 
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|no
 
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|----
 
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|optiPoint 410/420 HFA
 
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|yes
 
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|yes
 
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|----
 
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|openStage SIP
 
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|no
 
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|no
 
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|----
 
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|optiPoint 410/420 SIP
 
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|no
 
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|no
 
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|----
 
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|CMI
 
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|no
 
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|no
 
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|----
 
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|Analog
 
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|no
 
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|no
 
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|----
 
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|S0
 
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|no
 
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|no
 
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|----
 
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|openStage Personal Edition
 
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|yes
 
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|yes
 
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|----
 
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|optiPoint 150S
 
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|no
 
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|no
 
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|----
 
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|WLAN
 
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|no
 
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|no
 
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|----
 
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|}
 

Revision as of 13:23, 13 June 2012

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Icon linkarrow.gif Home  Icon linkarrow.gif Unified Communications  Icon linkarrow.gif myAgent


myAgent is a .NET based client for accessing the Contact Center functions of OpenScape Office from a Desktop PC.

myAgent offers the same look and feel and handling for agents as well as for supervisors or administrators.

The SW is part of OpenScape Office SW and bound to OpenScape Office SW version.

The following description refers to OpenScape Office V3R3. Deviations may occur for previous or subsequent versions of OpenScape Office


Overview

Features

myAgent is the user portal for contact center agents, supervisors and contact center administrators.
It provides information about the number of waiting calls as well as information about the Presence status of other subscribers.

myAgent screenshot


myAgent provides in general:

  • Call processing
  • Caller details
  • Agent callback
  • Agent status
  • Presence status
  • Real-time monitoring of queues
  • Assistance
As an agent you can request assistance from the supervisor during a call. When doing so, you can specify the reason and the type of assistance you require: Instant messaging, Silent Monitoring or Override.
  • Instant Messaging
Instant Messaging enables you to exchange instant messages (i.e., to chat) with other internal subscribers. Instant Messaging is possible in combination with myPortal, myPortal for Outlook, myAgent or myAttendant.
  • Directories
  • Voice and Fax messages
  • Reports


Differences to previous versions

From OpenScape Office V3R3 on myAgent offers:

Configuration Overview

myAgent is a .NET based client SW which is installed on a Microsoft Windows based Desktop PC. myAgent connects to OpenScape office via Ethernet LAN with TCP/IP protocol.

Requirements

Telecommunication systems

Platform

Supported Telephones

myPortal for Desktop can be used in combination with the following telephones:

  • OpenStage HFA
  • OpenStage T (HX)
  • optiPoint 410 HFA
  • optiPoint 420 HFA
  • optiPoint 500 (HX)
  • optiPoint WL2 professional HFA
  • SIP Phone
  • Analog telephone
  • optiClient 130 HFA
  • OpenScape Personal Edition HFA
  • OpenScape Personal Edition SIP
  • HiPath Cordless Office (HX)
  • HiPath Cordless IP


PC Hardware

Within the following the minimum HW requirements are shown. However, it should be noted that the operating system, groupware and any additional software components in use in the customer environment may require considerably more powerful hardware.

Client PC

Windows Client PC

  • 2 GHz CPU
  • RAM: 2 GB (Microsoft Windows XP: 1 GB) (Microsoft Windows 2003 Server: 1 GB)
  • 100 Mbps LAN
  • XGA (1024x768) screen resolution, myPortal for Outlook: SVGA (800x600) screen resolution

Terminal Server Termininal Server installaions are currently not released


PC software

Desktop Operating Systems

Windows Client PCs

  • Microsoft Windows 7
  • Microsoft Windows Vista
  • Microsoft Windows XP

MAC Client PCs

  • Apple MAC OS X >= 10.7.3 (Lion)

Terminal Server Operating Systems

  • Microsoft Windows 2008 R2 Server (64 bit) with Citrix XenApp 6.0 Server (Desktop Mode)
  • Microsoft Windows 2008 R2 Server (64 bit) with Citrix XenApp 5.0 Server (Desktop Mode)
  • Microsoft Windows 2008 R2 Server (64 bit) as Microsoft Terminal Server
  • Microsoft Windows 2008 Server as Microsoft Terminal Server
  • Microsoft Windows 2003 Server as Microsoft Terminal Server

Application Software

  • myAgent V3R3

Internet Browser

myPortal for Desktop can be used in combination with the following web browsers:

  • Microsoft Internet Explorer Version 7
  • Microsoft Internet Explorer Version 8 in compatibility mode
  • Microsoft Internet Explorer Version 9
  • Mozilla Firefox Version 3.6.x
  • Mozilla Firefox Version 4 or later

Licenses

Within Open Scape Office following licenses are necessary for each user, who wants to use myAgent. Contact Center base license Comfort user license or comfort plus user license Contact Center agent license


Functional Boundaries and Limitations

SW Installation

Local administration rights on the client PC are required for the installation, but not for automatic updates


Windows Update

The PCs always need the current status of all available updates, including Service Packs.

Outlook Contacts and appointments

Access to Microsoft Exchange Server (for Outlook contacts and appointments) must be given in order to use these features

Current Restrictions and Notes for MAC computers

  • The "secondary mouse button" must be enabled in the operating system to use the context menus in myPortal for Desktop.
  • The automatic start or participation in web collaboration sessions are currently not supported. However, it is possible to participate in web collaboration sessions via the web client by entering the web collaboration session number.
  • Hotkeys and the Desktop Dialer are not available.
  • The use of Outlook contacts and calendar integration are not available.
  • The Calendar program (iCAL) and the Contacts application (address book) of the MAC operating system itself re not supported.
  • myPortal for Desktop client log files must be copied and deleted manually in cases where service is required. No automatic upload of the client log files to the OpenScape Office server occurs as under MS Windows. Log files are displayed to the user by default in the list of new files on opening the "Finder" (similar to Windows Explorer) and must be deleted manually.
  • E-mail meeting invitations are displayed in the e-mail program on the MAC without the mail (body) text. The attached calendar files can be viewed.
  • The online help from within myPortal is not available. It can be downloaded via the Samba share as a PDF file.
  • Apple's default browser "Safari" has not been released for use with OpenScape Office Assistant (WBM). The Firefox browser, which is also available for the MAC, can be used for the administration of the system and key programming instead of the Safari browser.
  • Voice messages are played back on the default playback device of the MAC through the MAC speakers and are thus stored by default in iTunes. The voice messages played back with iTunes must be deleted manually by the user.
  • The myPortal for Desktop function to hide the Favorites on the right or left edge of the screen, which is available under MS Windows, is not available on the Mac OS X.

Message Waiting Indication

For analog and DECT telephones, the Message Waiting Indication (MWI) is not supported, and only limited support is available for displaying information on the phone.

Documentation

User manual

Actual or revised documents can be retrieved from SEBA.

Software Deployment

myAgent is part of OpenScape Office SW image.
The following options are available for providing installation files to users:

  • The administrator downloads the installation files from the Download Center and provides them to users via a network drive, for example.
  • They can access the installation files directly via a network drive connected with \\<IP address of OpenScape Office>\applications

The installation files are located in the install-common folder. For login credentials refer to your system administrator

Licensing

A license is required for for every user for the operation of myAgent.
Differences have to be considered between the user licensing of OpenScape Office LX/MX and OpenScape Office HX. myAgent licenses are floating licenses and not bound to the user station.

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