myAgent

myAgent is a .NET based client for accessing the Contact Center functions of OpenScape Business or OpenScape Office 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 OpenScape Business / Office SW version.

The following description refers to OpenScape Business V1R2 and OpenScape Office V3R3.5.
Deviations within the feature set may occur for previous or subsequent versions of OpenScape Business/Office

myAgent V3R3 screenshot

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

Differences to previous versions

From OpenScape Office V3R3 on myAgent offers:

Feature		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

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 Office V3R3 or higher

Supported Telephones

myAgent can be used in combination with the following telephones:

OpenStage HFA• OpenStage T (only HX via HiPath 3000)
optiPoint 410 HFA
optiPoint 420 HFA
optiPoint 500 (only HX via HiPath 3000)
optiClient 130 HFA
OpenScape Personal Edition HFA
HiPath Cordless Office (OpenScape Office HX only)

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

Terminal Server

Terminal Server installaions are currently supported only in specific environments on base of project specific releases

PC software

Desktop Operating Systems

Microsoft Windows 7
Microsoft Windows Vista
Microsoft Windows XP

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 8 in compatibility mode
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.

Contact Center base license as general systemwide requirement
Contact Center agent license ( includes a comfort user 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

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

myAgent V3R3 user guide

Actual or revised documents can be retrieved from SEBA.

Software Deployment

myAgent 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 every user of myAgent.

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.

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