Difference between revisions of "myAgent"

Latest revision as of 14:39, 20 August 2024

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 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

OpenScape Business V2/V3 or higher

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.

@@ Line 1: / Line 1: @@
-{{Breadcrumb|0|0|Unified Communications|OpenScape Office}}
+{{Breadcrumb|0|0|Unified Communications|OpenScape Business}}
+[[Image:OSOff-Agent-Screen.jpg|thumb|350px|myAgent screenshot]]
-'''myAgent''' is a .NET based client for accessing the Contact Center functions of [[OpenScape Office]] from a Desktop PC.
+'''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 SW is part of OpenScape Office SW and bound to OpenScape Office SW version. <br />
+The Multimedia Contact Center is an embedded part of OpenScape Business and delivers the following feature values in order to improve customer services <br />
+* 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
-The following description refers to '''OpenScape Office V3R3'''. Deviations may occur for previous or subsequent versions of OpenScape Office
-[[Image:OSOff-Agent-Screen.jpg|thumb|600px|myAgent V3R3 screenshot]]
@@ Line 17: / Line 22: @@
 === Features ===
 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.
+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-Agent-Screen.jpg|600px|myAgent screenshot]]
+[[Image:OSBiz-Agent-Screen.jpg|600px|myAgent and Visual Wallboard screenshot]]
@@ Line 35: / Line 42: @@
 * Voice and Fax messages
 * Reports
+* Contact Center administration access
-=== Differences to previous versions  ===
-From OpenScape Office V3R3 on myAgent offers:
-==== Improved PopUp Window ====
-* Small Pop Up with individual configuration of needed functions
-* Individual positioning on the desktop
-* Individual configurable behaviour in case of incoming calls
-* Indiviual settings if input is focused to PopUp or not
-==== Caller List with improved functions ====
-* Improved search function (e.g. search for name, forename, company etc.)
-* Improved sorting function (e.g. sort on contact)
-* Filtering functions for calls, e-mails and faxes
-==== Extended directory support ====
-* LDAP access to external directories for caller identification
-* LDAP access to external directories for contact search
-==== Enhanced CTI functions ====
-* Call answer and dial function comparable to myPortal client
-* Call Pickup from other agent
-* Call transfer to internal or external number
-* Call hold and call transfer after hold
-* Call park / unpark. After parking agent´s phone is available for other calls
-==== Improved handling for e-mails and faxes ====
-* Completion assignment for e-mails and fax contacts.
-* Rescheduling of e-mails and fax contakte
-* Display of e-Mail- und fax contacts in history list
-==== Extended Hot Key functions ====
-* Selectable function of myAgent can be assigned to shot cuts or function keys.
-==== Extended functions for Supervior role ====
-* Switch agent "available" depending on agent status
-* Switch agent "unavailable" independend on agent atatus
-* Logoff agent independend on agent status
-* Push a waiting call on top  of queue
-* Send a recording as WAV file attachment via e-mail
-* Store a recording as WAV file either on PC or on a storage location in the network
-* Individual settings for queues to be diplayed
 == Configuration Overview ==
-myAgent is a .NET based client SW which is installed on a Microsoft Windows based Desktop PC.
+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.
@@ Line 89: / Line 53: @@
 === Telecommunication systems ===
 ==== Platform ====
-* [[OpenScape Office]] V3R3 or higher
+* [[OpenScape Business]] V2/V3 or higher
 ==== 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 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 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 ===
@@ Line 114: / Line 76: @@
 '''Windows Client PC'''
 *	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
-'''Terminal Server'''
+=== PC software ===
-Termininal Server installaions are currently not released
+'''Please note''' <br>
+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.
-=== PC software ===
 ==== Desktop Operating Systems ====
 '''Windows Client PCs'''
-* 	Microsoft Windows 7
+*	Microsoft Windows 10/11
-*	Microsoft Windows Vista
-*	Microsoft Windows XP
 ==== Terminal Server Operating Systems ====
+A project specific release is required for operation of myAgent within Terminal Server environments.
-*	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)
+==== Application Software ====
-*	Microsoft Windows 2008 R2 Server (64 bit) as Microsoft Terminal Server
+* Microsoft .NET Framework >= 4.0
-*	Microsoft Windows 2008 Server as Microsoft Terminal Server
+* Adobe Reader 9
-*	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:
+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 ===
-Within Open Scape Office following licenses are necessary for each user, who wants to use myAgent.
+In general a license is required for every user of myAgent. <br/>
-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 ===
@@ Line 170: / Line 119: @@
 ==== User manual ====
-* {{File-DL|myAgent V3R3 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  ==
+myAgent is part of OpenScape Business / Office SW image. <br/>
-myAgent 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 ==
-A license is required for every user of myAgent. <br/>
+License models of OpenScape Business and OpenScape Office are different regarding the Contact Center functions. <br>
+In general a license is required for every user of myAgent. <br/>
-myAgent licenses are floating licenses and are not assigned fix to the user station.
+Licensing of '''OpenScape Business''': <br>
-A license is assigned to a user when the user logs in into the myAgent client application.
+For use of myAgent and the Contact Center functions in general a myAgent license is required per configured agent.<br>
-The license is released at the moment the user quits (terminates) the myAgent application.
+Agent licenses are static and have to be assigned to an agent during the configuration of the contact center.

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