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Difference between revisions of "myAgent"

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{{Breadcrumb|en|myAgent (de)|Unified Communications|OpenScape Office}}
+
{{Breadcrumb|0|0|Unified Communications|OpenScape Business}}
  
 
[[Image:OSOff-Agent-Screen.jpg|thumb|350px|myAgent screenshot]]
 
[[Image:OSOff-Agent-Screen.jpg|thumb|350px|myAgent screenshot]]
  
−
'''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''' is a .NET based client for accessing the Contact Center functions of [[OpenScape Business]] from a Desktop PC.
  
−
myAgent provides the following features:
+
'''myAgent''' offers the same look and feel and handling for agents as well as for supervisors or administrators.  
−
* 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
 
−
 
 
−
 
 
−
{{Breadcrumb|0|0|Unified Communications|OpenScape Office}}
 
  
−
[[Image:OSOff-myPortal-Screen.jpg|thumb|350px|myPortal screenshot]]
+
The Multimedia Contact Center is an embedded part of OpenScape Business and delivers the following feature values in order to improve customer services <br />
  
−
'''myPortal for Desktop''' is a Java based client for accessing the unified communication functions of [[OpenScape Office]] from a Desktop PC.
+
* Integrated Multimedia Contact Center Deliver the complete range of customer engagement options (voice, email, fax, chat)
 +
* Intelligent  routing capabilities Maximizing “first contact resolution” with integrated skill-based, CLIP or VIP routing, Database dependent Routing to always ensure reaching the right agent
 +
* Business Process Integration Connectivity to external customer databases and launch of 3rd party CRM applications
 +
* Easy Management & reporting Integrated Administration tools to allow easy contact center setup incl. call flows, announcements and customized reporting
  
−
Diffenrent skins are available to meet customer requiremnts regarding look and feel and handling.
 
  
−
'''myPortal for desktop''' 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
 
  
  
Line 37: Line 21:
  
 
=== Features ===
 
=== Features ===
−
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.
+
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 and allows supervisors to configure routing rules etc.
  
−
[[Image:OSOff-myPortal-Screen.jpg|600px|Modern Interface 1]]
+
[[Image:OSOff-Agent-Screen.jpg|600px|myAgent screenshot]]
 +
[[Image:OSBiz-Agent-Screen.jpg|600px|myAgent and Visual Wallboard screenshot]]
  
  
−
'''myPortal for desktop''' provides:
+
myAgent provides in general:
−
* Directories
+
* Call processing
−
* Favorites List
+
* Caller details
−
* Journal for calls
+
* Agent callback
−
* Screen pops
+
* Agent status
 
* Presence status
 
* Presence status
−
* CallMe service
+
* Real-time monitoring of queues
−
* Status-based call forwarding
+
* Assistance
−
* Personal AutoAttendant
+
: 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.
−
* 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
−
 
+
* Contact Center administration access
−
=== Differences to previous versions  ===
 
−
 
 
−
From OpenScape Office V3R3 on myPortal for Desktop offers:
 
−
 
 
−
* Support of Web Collaboration
 
−
* Support of adhoc conference out of 2-party call
 
−
* Additional skins 
 
−
* Support of Mac OS
 
−
 
 
−
=== myPortal for Desktop – Modern Interface ===
 
−
A completely redesigned user interface of myPortal for Desktop offes a new user experience.<br/>
 
−
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.
 
−
The customization option offers the possibility to include a company logo or any other background images on a system-wide base.
 
−
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.
 
−
 
 
−
 
 
−
[[Image:OSOV3_MP_Desk_Modern1.jpg|600px|Modern Interface 1]]
 
−
[[Image:OSOV3_MP_Desk_Modern2.jpg|400px|Modern Interface 2]]
 
−
[[Image:OSOV3_MP_Desk_Modern3.jpg|300px|Modern Interface 3]]
 
−
 
 
−
<br />
 
−
 
 
−
=== myPortal for Desktop – MAC ===
 
−
myPortal for desktop for Apple MAC is available with same interface as under Microsoft Windows.
 
−
 
 
−
[[Image:OSOV3_MP_Desk_MAC1.jpg|600px|myPortal for MAC]]<br />
 
−
 
 
−
 
 
−
However, due to the Apple MAC OS system architecture, the following functions are currently not supported:<br/>
 
−
* Hot keys, incl. the Desktop Dialer
 
−
* Sending faxes
 
−
* Outlook, Entourage Integration
 
−
* Ical (MAC calendar)
 
−
* MAC Address Book
 
−
* OpenScape Web Collaboration Integration
 
−
* Auto-update is only available to users with administrator rights on the MAC computer
 
−
 
 
−
 
 
−
=== Desktop Dialing and Hot Key Function ===
 
−
 
 
−
Desktop dialing function with hot keys and, optionally, the click & drag function familiar from OpenScape Office V1/V
 
−
 
 
−
[[Image:OSOV3_MP_Desk_Dial 1.jpg|400px|Desktop Dialing]]<br />
 
  
 
== Configuration Overview ==
 
== Configuration Overview ==
  
−
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.
+
myAgent is a .NET based client SW, which is installed on a Microsoft Windows based Desktop PC.
−
myPortal connects to OpenScape office via Ethernet LAN with TCP/IP protocol.
+
myAgent connects to OpenScape office via Ethernet LAN with TCP/IP protocol.
  
 
== Requirements ==
 
== Requirements ==
Line 109: Line 53:
 
=== Telecommunication systems ===
 
=== Telecommunication systems ===
 
==== Platform ====
 
==== Platform ====
−
* [[OpenScape Office]] V3R3 or higher
+
* [[OpenScape Business]] V2/V3 or higher
  
 
==== Supported Telephones ====
 
==== Supported Telephones ====
  
−
myPortal for Desktop can be used in combination with the following telephones:  
+
myAgent can be used in combination with the following telephones:  
 +
* OpenScape DeskPhone CP100, 200, 400, 600/E
 
* OpenStage HFA
 
* OpenStage HFA
−
* OpenStage T (HX)
+
* OpenScape Desk Phone IP 35G/55G HFA
−
* optiPoint 410 HFA
+
* OpenStage T
−
* optiPoint 420 HFA
 
−
* optiPoint 500 (HX)
 
−
* optiPoint WL2 professional HFA
 
−
* SIP Phone
 
−
* Analog telephone
 
−
* optiClient 130 HFA
 
 
* OpenScape Personal Edition HFA
 
* OpenScape Personal Edition HFA
−
* OpenScape Personal Edition SIP
+
* OpenScape Business Cordless (TDM DECT)
−
* HiPath Cordless Office (HX)  
+
*       via Unify Phone (3rd Party CTI Control), planned for Q4/2024
−
* HiPath Cordless IP
 
  
 +
 +
 +
Please note: <br>
 +
SIP phones, mobility and virtual subscribers as well as group or MULAP subscribers are not supported in combination with the contact center function.
  
 
=== PC Hardware ===
 
=== PC Hardware ===
Line 134: Line 76:
 
'''Windows Client PC'''
 
'''Windows Client PC'''
 
* 2 GHz CPU
 
* 2 GHz CPU
−
* RAM: 2 GB (Microsoft Windows XP: 1 GB) (Microsoft Windows 2003 Server: 1 GB)
+
* 1 GB RAM for Microsoft Windows XP
−
* 100 Mbps LAN
+
* 2 GB RAM for Microsoft Windows 7 and Microsoft Windows Vista
−
* XGA (1024x768) screen resolution, myPortal for Outlook: SVGA (800x600) screen resolution
+
* 100 Mbps LAN (1 Gbps LAN recommended)
 +
* XGA (1024x768) screen resolution
  
−
'''MAC Client PC'''
+
=== PC software ===
−
* Processor type: Intel Core 2 Duo 2 GHz
+
'''Please note''' <br>
−
* Memory: 2 GB 667 MHz DDR RAM
+
Support for the UC Suite clients for Microsoft Windows XP and Microsoft Windows 2003 Server will end at the same time as the end of support for these products by Microsoft. The product will still be supported, but will no longer be tested in detail.
−
 
 
−
'''Terminal Server'''
 
−
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.  
 
−
 
 
−
More information on the configuration of Citrix XenApp Server can be found under:
 
  
−
=== PC software ===
 
 
==== Desktop Operating Systems ====
 
==== Desktop Operating Systems ====
 
'''Windows Client PCs'''
 
'''Windows Client PCs'''
−
* Microsoft Windows 7
+
* Microsoft Windows 10/11
−
* Microsoft Windows Vista
 
−
* Microsoft Windows XP
 
  
−
'''MAC Client PCs'''
+
==== Terminal Server Operating Systems ====
−
* Apple MAC OS X >= 10.7.3 (Lion)
+
A project specific release is required for operation of myAgent within Terminal Server environments.
  
−
==== Terminal Server Operating Systems ====
+
==== Application Software ====
−
+
* Microsoft .NET Framework >= 4.0
−
* Microsoft Windows 2008 R2 Server (64 bit) with Citrix XenApp 6.0 Server (Desktop Mode)
+
* Adobe Reader 9
−
* 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 ===
 
−
* myPortal for Desktop V3R3
 
−
* Oracle Java >= 1.6.0_31
 
−
 
 
==== Internet Browser ====
 
==== Internet Browser ====
−
myPortal for Desktop can be used in combination with the following web browsers:  
+
myAgent can be used in combination with the following web browsers:  
−
* Microsoft Internet Explorer Version 7
+
* Microsoft Internet Explorer Version 10
−
* Microsoft Internet Explorer Version 8 in compatibility mode
+
* Mozilla Firefox Version 19 or later
−
* Microsoft Internet Explorer Version 9
 
−
* Mozilla Firefox Version 3.6.x
 
−
* Mozilla Firefox Version 4 or later
 
  
 
===  Licenses ===
 
===  Licenses ===
−
Within Open Scape Office a OpenScape Office user licenses for each user, who wants to use myPortal for Desktop.
+
In general a license is required for every user of myAgent. <br/>
  
 
== Functional Boundaries and Limitations ==
 
== Functional Boundaries and Limitations ==
  
 
=== SW Installation ===
 
=== SW Installation ===
−
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.
+
Local administration rights on the client PC are required for the installation, but not for automatic updates  
  
 
=== Windows Update ===
 
=== Windows Update ===
−
The PCs always need the current status of all available updates, including Service Packs.  
+
The PCs always need the current status of all available updates, including Service Packs.
  
−
=== Outlook Contacts and appointments ===
+
=== Concurrent Usage of myAgent and myPortal ===
−
Access to Microsoft Exchange Server (for Outlook contacts and appointments) must be given in order to use these features
+
When myPortal and myAgent are used concurrently under the same user account, there may be some restrictions in their functionality.
−
 
 
−
=== 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 ==
 
== Documentation ==
Line 211: Line 119:
 
==== User manual ====
 
==== User manual ====
  
−
* {{File-DL|myPortal for Desktop user guide|pdf}}
+
The user manual can be downloaded from:
  
−
Actual or revised documents can be retrieved from [http://www.unify.com/seba/default.aspx SEBA].
+
* Communication system via the  Administration Portal
 +
* Mitel/Unify Partner Portal
 +
* Please get in contact with your responsible Mitel/Unify Service Partner
  
 
== Software Deployment  ==
 
== Software Deployment  ==
−
 
+
myAgent is part of OpenScape Business / Office SW image. <br/>
−
myPortal for Desktopp is part of OpenScape Office SW image. <br/>
+
The system administrator can download the installation files from the Download Center of the communication system and can provide them to the users afterward by appropriate means.
−
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.
 
−
* They can access the installation files directly via a network drive connected with \\<IP address of OpenScape Office>\applications <br/>
 
−
The installation files are located in the install-common folder.
 
−
For login credentials refer to your system administrator  <br/>
 
  
 
== Licensing ==
 
== Licensing ==
−
A license is required for for every user for the operation of myPoprtal for desktop. <br/>
+
License models of OpenScape Business and OpenScape Office are different regarding the Contact Center functions. <br>
−
Whereas the use of myPortal for Desktop is embedded within the following OpenScape Office licenses.<br/>
+
In general a license is required for every user of myAgent. <br/>
−
Differences have to be considered between the user licensing of OpenScape Office LX/MX and OpenScape Office HX.
 
−
Licenses are permanently bound to the user station.
 
−
 
 
−
* OpenScape Office V3 LX/MX Comfort User
 
−
-      Usage of all communication functions of OpenScape Office <br/>
 
−
- Unified Communications functions via myPortal. <br/>
 
−
- Voicemail box (Voicemail)<br/>
 
−
 
 
−
* OpenScape Office V3 LX/MX Comfort Plus User
 
−
- Usage of all communication functions of OpenScape Office <br/>
 
−
- Unified Communications functions via myPortal <br/>
 
−
- Voicemail box (Voicemail)<br/>
 
−
- Fax box <br/>
 
−
- Conference management <br/>
 
−
- Mobility Entry, incl. myPortal for Mobile <br/>
 
−
 
 
−
or <br/>
 
−
* OpenScape Office V3 HX Standard User <br/>
 
−
- Usage of all communication functions of OpenScape Office
 
−
- Unified Communications functions via myPortal.
 
−
- Voicemail box (Voicemail)
 
−
- Fax box
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
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−
 
 
−
 
 
−
 
 
−
 
 
−
 
 
−
==Interoperability Matrix ==
 
−
 
 
−
=== Client - Device ===
 
−
 
 
−
Overview about interoperability of clients and phone devices:
 
  
−
{| {{DefaultTable}}
+
Licensing of '''OpenScape Business''': <br>
−
! width="20%" |
+
For use of myAgent and the Contact Center functions in general a myAgent license is required per configured agent.<br>
−
! width="20%" |
+
Agent licenses are static and have to be assigned to an agent during the configuration of the contact center.
−
! width="20%" |
 
−
|----
 
−
|
 
−
|openScape Office MX V2 Contact Center | 
 
−
|----
 
−
|Phones
 
−
|Client
 
−
|   
 
−
|----
 
−
|
 
−
|myAgent
 
−
|myReports
 
−
|----
 
−
|openStage T
 
−
|no
 
−
|no
 
−
|----
 
−
|openStage HFA
 
−
|yes
 
−
|yes
 
−
|----
 
−
|optiPoint 500
 
−
|no
 
−
|no
 
−
|----
 
−
|optiPoint 410/420 HFA
 
−
|yes
 
−
|yes
 
−
|----
 
−
|openStage SIP
 
−
|no
 
−
|no
 
−
|----
 
−
|optiPoint 410/420 SIP
 
−
|no
 
−
|no
 
−
|----
 
−
|CMI
 
−
|no
 
−
|no
 
−
|----
 
−
|Analog
 
−
|no
 
−
|no
 
−
|----
 
−
|S0
 
−
|no
 
−
|no
 
−
|----
 
−
|openStage Personal Edition
 
−
|yes
 
−
|yes
 
−
|----
 
−
|optiPoint 150S
 
−
|no
 
−
|no
 
−
|----
 
−
|WLAN
 
−
|no
 
−
|no
 
−
|----
 
−
|}
 

Latest revision as of 14:39, 20 August 2024

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Icon linkarrow.gif Home  Icon linkarrow.gif Unified Communications  Icon linkarrow.gif OpenScape Business  Icon linkarrow.gif myAgent
myAgent screenshot

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

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

The Multimedia Contact Center is an embedded part of OpenScape Business and delivers the following feature values in order to improve customer services

  • Integrated Multimedia Contact Center Deliver the complete range of customer engagement options (voice, email, fax, chat)
  • Intelligent routing capabilities Maximizing “first contact resolution” with integrated skill-based, CLIP or VIP routing, Database dependent Routing to always ensure reaching the right agent
  • Business Process Integration Connectivity to external customer databases and launch of 3rd party CRM applications
  • Easy Management & reporting Integrated Administration tools to allow easy contact center setup incl. call flows, announcements and customized reporting



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 and allows supervisors to configure routing rules etc.

myAgent screenshot myAgent and Visual Wallboard 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
  • Contact Center administration access

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

myAgent can be used in combination with the following telephones:

  • OpenScape DeskPhone CP100, 200, 400, 600/E
  • OpenStage HFA
  • OpenScape Desk Phone IP 35G/55G HFA
  • OpenStage T
  • OpenScape Personal Edition HFA
  • OpenScape Business Cordless (TDM DECT)
  • via Unify Phone (3rd Party CTI Control), planned for Q4/2024


Please note:
SIP phones, mobility and virtual subscribers as well as group or MULAP subscribers are not supported in combination with the contact center function.

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
  • 1 GB RAM for Microsoft Windows XP
  • 2 GB RAM for Microsoft Windows 7 and Microsoft Windows Vista
  • 100 Mbps LAN (1 Gbps LAN recommended)
  • XGA (1024x768) screen resolution

PC software

Please note
Support for the UC Suite clients for Microsoft Windows XP and Microsoft Windows 2003 Server will end at the same time as the end of support for these products by Microsoft. The product will still be supported, but will no longer be tested in detail.

Desktop Operating Systems

Windows Client PCs

  • Microsoft Windows 10/11

Terminal Server Operating Systems

A project specific release is required for operation of myAgent within Terminal Server environments.

Application Software

  • Microsoft .NET Framework >= 4.0
  • Adobe Reader 9

Internet Browser

myAgent can be used in combination with the following web browsers:

  • Microsoft Internet Explorer Version 10
  • Mozilla Firefox Version 19 or later

Licenses

In general a license is required for every user of myAgent.

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.

Concurrent Usage of myAgent and myPortal

When myPortal and myAgent are used concurrently under the same user account, there may be some restrictions in their functionality.

Documentation

User manual

The user manual can be downloaded from:

  • Communication system via the Administration Portal
  • Mitel/Unify Partner Portal
  • Please get in contact with your responsible Mitel/Unify Service Partner

Software Deployment

myAgent is part of OpenScape Business / Office SW image.
The system administrator can download the installation files from the Download Center of the communication system and can provide them to the users afterward by appropriate means.

Licensing

License models of OpenScape Business and OpenScape Office are different regarding the Contact Center functions.
In general a license is required for every user of myAgent.

Licensing of OpenScape Business:
For use of myAgent and the Contact Center functions in general a myAgent license is required per configured agent.
Agent licenses are static and have to be assigned to an agent during the configuration of the contact center.

Retrieved from "http://wiki.unify.com/index.php?title=myAgent&oldid=55476"