Difference between revisions of "myAgent"
The Wiki of Unify contains information on clients and devices, communications systems and unified communications. - Unify GmbH & Co. KG is a Trademark Licensee of Siemens AG.
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'''myAgent''' offers the same look and feel and handling for agents as well as for supervisors or administrators. | '''myAgent''' offers the same look and feel and handling for agents as well as for supervisors or administrators. | ||
| − | The | + | 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 | ||
| + | |||
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[[Image:OSOff-Agent-Screen.jpg|600px|myAgent screenshot]] | [[Image:OSOff-Agent-Screen.jpg|600px|myAgent screenshot]] | ||
| + | [[Image:OSBiz-Agent-Screen.jpg|600px|myAgent and Visual Wallboard screenshot]] | ||
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myAgent 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 | + | * OpenStage HFA |
| − | + | * OpenScape Desk Phone IP 35G/55G HFA | |
| − | * | + | * OpenStage T |
| − | * | ||
* OpenScape Personal Edition HFA | * OpenScape Personal Edition HFA | ||
| − | * OpenScape | + | * OpenScape Business Cordless (TDM DECT) |
| + | * via Unify Phone (3rd Party CTI Control), planned for Q4/2024 | ||
| + | |||
| + | |||
Please note: <br> | Please note: <br> | ||
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* Communication system via the Administration Portal | * 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 == | ||
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For use of myAgent and the Contact Center functions in general a myAgent license is required per configured agent.<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. | Agent licenses are static and have to be assigned to an agent during the configuration of the contact center. | ||
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Latest revision as of 14:39, 20 August 2024
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 Home Unified Communications OpenScape Business myAgent
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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
Contents
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.
