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 Business}}
-{{Breadcrumb|0|0|Unified Communications|OpenScape Office}}
+[[Image:OSOff-Agent-Screen.jpg|thumb|350px|myAgent screenshot]]
-'''myAgent''' is a .NET based client for accessing the Contact Center functions of  [[OpenScape Business]] or [[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 Business / Office SW and is bound to the SW version of the communication platform. <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 />
-The following description refers to '''OpenScape Business V1R2''' and '''OpenScape Office V3R3.5'''. <br>
-Deviations within the feature set may occur for previous or subsequent versions of OpenScape Business/Office
+* 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
-[[Image:OSOff-Agent-Screen.jpg|thumb|350px|myAgent screenshot]]
@@ Line 26: / Line 25: @@
 [[Image:OSOff-Agent-Screen.jpg|600px|myAgent screenshot]]
+[[Image:OSBiz-Agent-Screen.jpg|600px|myAgent and Visual Wallboard screenshot]]
@@ Line 43: / Line 43: @@
 * Reports
 * Contact Center administration access
-=== Differences to previous versions (OpenScape Office only) ===
-From OpenScape Office V3R3 on myAgent offers:
-{| {{DefaultTable}}
-! width="29%" | Feature
-! width="5%" |
-! width="75%" | Details
-|-
-|
-'''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 ==
@@ Line 124: / Line 53: @@
 === Telecommunication systems ===
 ==== Platform ====
-* [[OpenScape Business]] V1R2 or higher
+* [[OpenScape Business]] V2/V3 or higher
-* [[OpenScape Office]] V3R3 or higher
 ==== Supported Telephones ====
 myAgent can be used in combination with the following telephones:
-*	OpenStage HFA (not for OpenScape Office MX/LX)
+*	OpenScape DeskPhone CP100, 200, 400, 600/E
-*	OpenStage T (not for OpenScape Office MX/LX)
+*	OpenStage HFA
-*	optiPoint 410 HFA
+*	OpenScape Desk Phone IP 35G/55G HFA
-*	optiPoint 420 HFA
+*	OpenStage T
-*	optiPoint 500 (not for OpenScape Office MX/LX)
 *	OpenScape Personal Edition HFA
-*	OpenScape Buisiness (HiPath) Cordlesse (not for OpenScape Office MX/LX)
+*	OpenScape Business Cordless (TDM DECT)
+*       via Unify Phone (3rd Party CTI Control), planned for Q4/2024
 Please note: <br>
@@ Line 150: / Line 80: @@
 *	100 Mbps LAN (1 Gbps LAN recommended)
 *	XGA (1024x768) screen resolution
-'''Terminal Server'''
-Terminal Server installaions are currently supported only in specific environments on base of project specific releases
 === PC software ===
@@ Line 161: / Line 87: @@
 ==== Desktop Operating Systems ====
 '''Windows Client PCs'''
-*	Microsoft Windows 8 (not RT)
+*	Microsoft Windows 10/11
-* 	Microsoft Windows 7
-*	Microsoft Windows Vista
-*	Microsoft Windows XP
 ==== 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
-==== Application Software ====
-* Microsoft .NET Framework >= 4.0
 ==== Internet Browser ====
 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 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 as general systemwide requirement
-* Contact Center agent license ( includes a comfort user license)
 == Functional Boundaries and Limitations ==
@@ Line 201: / 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/>
-The licenses for agents are "floating" licenses and not permanently bound to the agents. Any number of subscribers can be set up as agents, but the maximum number of agents who can log in simultaneously is restricted to the number of available licenses. A license is assigned to a user when the user logs in into the myAgent client application.
-The license is released at the moment the user quits (terminates) the myAgent application.
-The Contact Center basic license package is a prerequisite. The myAgent license also includes the required Comfort User license.
+Licensing of '''OpenScape Business''': <br>
+For use of myAgent and the Contact Center functions in general a myAgent license is required per configured agent.<br>
+Agent licenses are static and have to be assigned to an agent during the configuration of the contact center.

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