Difference between revisions of "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

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.