myAgent

myAgent is a .NET based client for accessing the Contact Center functions of 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 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

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.

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

Differences to previous versions

From OpenScape Office V3R3 on myAgent offers:

Improved PopUp Window

Small Pop Up with individual configuration of needed functions
Individual positioning on the desktop
Individual configurable behaviour i n case of incoming call
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 topo of queue Send 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

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

Terminal Server Termininal Server installaions are currently not released

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

myAgent V3R3

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 following licenses are necessary for each user, who wants to use myAgent. Contact Center base license Comfort user license or comfort plus user license Contact Center agent 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.

Outlook Contacts and appointments

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

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

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 for every user for the operation of myAgent.
Differences have to be considered between the user licensing of OpenScape Office LX/MX and OpenScape Office HX. myAgent licenses are floating licenses and not bound to the user station.

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