myAgent

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 provides the following features:

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

File:OSOff-myPortal-Screen.jpg

myPortal screenshot

myPortal for Desktop is a Java based client for accessing the unified communication functions of OpenScape Office from a Desktop PC.

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.

The following description refers to OpenScape Office V3R3. Deviations may occur for previous or subsequent versions of OpenScape Office

Overview

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.

Modern Interface 1

myPortal for desktop provides:

Directories
Favorites List
Journal for calls
Screen pops
Presence status
CallMe service
Status-based call forwarding
Personal AutoAttendant
Recording calls and conferences
Instant Messaging
Voice and Fax messages

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.
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.

myPortal for Desktop – MAC

myPortal for desktop for Apple MAC is available with same interface as under Microsoft Windows.

However, due to the Apple MAC OS system architecture, the following functions are currently not supported:

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

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. myPortal connects to OpenScape office via Ethernet LAN with TCP/IP protocol.

Requirements

Telecommunication systems

Platform

OpenScape Office V3R3 or higher

Supported Telephones

myPortal for Desktop can be used in combination with the following telephones:

OpenStage HFA
OpenStage T (HX)
optiPoint 410 HFA
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
HiPath Cordless Office (HX)
HiPath Cordless IP

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
RAM: 2 GB (Microsoft Windows XP: 1 GB) (Microsoft Windows 2003 Server: 1 GB)
100 Mbps LAN
XGA (1024x768) screen resolution, myPortal for Outlook: SVGA (800x600) screen resolution

MAC Client PC

Processor type: Intel Core 2 Duo 2 GHz
Memory: 2 GB 667 MHz DDR RAM

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

Windows Client PCs

Microsoft Windows 7
Microsoft Windows Vista
Microsoft Windows XP

MAC Client PCs

Apple MAC OS X >= 10.7.3 (Lion)

Terminal Server Operating Systems

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)
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

myPortal for Desktop can be used in combination with the following web browsers:

Microsoft Internet Explorer Version 7
Microsoft Internet Explorer Version 8 in compatibility mode
Microsoft Internet Explorer Version 9
Mozilla Firefox Version 3.6.x
Mozilla Firefox Version 4 or later

Licenses

Within Open Scape Office a OpenScape Office user licenses for each user, who wants to use myPortal for Desktop.

Functional Boundaries and Limitations

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.

Windows Update

The PCs always need the current status of all available updates, including Service Packs.

Outlook Contacts and appointments

Access to Microsoft Exchange Server (for Outlook contacts and appointments) must be given in order to use these features

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

User manual

myPortal for Desktop user guide

Actual or revised documents can be retrieved from SEBA.

Software Deployment

myPortal for Desktopp is part of OpenScape Office SW image.
The following options are available for providing installation files to users:

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

The installation files are located in the install-common folder. For login credentials refer to your system administrator

Licensing

A license is required for for every user for the operation of myPoprtal for desktop.
Whereas the use of myPortal for Desktop is embedded within the following OpenScape Office licenses.
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
- Unified Communications functions via myPortal.
- Voicemail box (Voicemail)

OpenScape Office V3 LX/MX Comfort Plus User

- Usage of all communication functions of OpenScape Office
- Unified Communications functions via myPortal
- Voicemail box (Voicemail)
- Fax box
- Conference management
- Mobility Entry, incl. myPortal for Mobile

or

OpenScape Office V3 HX Standard User

- Usage of all communication functions of OpenScape Office - Unified Communications functions via myPortal. - Voicemail box (Voicemail) - Fax box

Interoperability Matrix

Client - Device

Overview about interoperability of clients and phone devices:



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

Views