Microsoft Word - Web Agent Setup Guide ver. 20121211 Firefox.docx

Setup Guide

TheKunnect WebAgent is the component that is needed for your users to make and receive Call Center calls. It is a self-contained Web Page that is very simple to setup and use. While simply navigating to the URL provided by Kunnect and following the onscreen instructions is all you need to do, here is some extra information you may find useful for Kunnect WebAgent deployments. Browsers

*** Please note: At this time ONLY 32-bit browsers are supported

Preferred Browsers

Supported Browsers

Unsupported Browsers

First Time Login Steps

The following steps and screen shots are related specifically for the preferred browsers. The steps are very similar on the support browsers, probably with screen-pop captions and behavior during first time login being the only real differences. In this example, we will cover and compare what a typical first time login experience would be using the Windows XP 32-bit operating system and the Windows 7 64-bit operating system.

Browser Firefox Setup Instructions

1. Click on Firefox Icon

2. Select Options and click on Options

3. Click on Content

4. Click on Exceptions

5. Enter agent.kunnect.com Under the Address of Website Section And click on Allow

6. After the website is added in click on Close

7. Once back to the main log in page install Microsoft Silverlight Click on the Please Install Microsoft Silverlight link

8. Click on Save File

9. Once the file is downloaded in the download box double click to install the file

10. Click on Installnow

11. Once installation is complete click on Close

12. Install Zoiper plug to install on the login page click on Click here to install it

13. Click on Save File

14 a. Double click on the Zoiper plugin to install

15. On the login page click on Retry

16. You should now see a cleared login page, without any notifications.

17. Enter a User Name and Password of a user that you have created on the Kunnect XVP website. Make sure that the Use Embedded SIP phone box is checked. Make sure that the If using an external SIP device, like a hard IP phone or an alternative soft IP phone software package, please refer to the manufacturers documentation on how to setup this device for SIP services.

18. You may or not see the message shown below; this is based on the speed of your PC and network connection.

19. Finally, you should see the Kunnect WebAgent in an IDLE state, which means you are now ready to make and receive phone calls

Please remember, that these steps are only required the FIRST time you log into the Kunnect WebAgent on a PC. The next time you log in, after you enter your User Name and Password, you will jump right into the IDLE state and be ready to make & receive phone calls.

Kunnect WebAgent Control Panel

OnceaDispositionisselectedaftereverycall,theUpdatebuttonmustbeAttheendofEVERYcall,aDispositionmustbeselectedfromUserNameUserStatisticsTheUsercanfiltertheirownstatisticsbyProfileTheLogoutbuttonwilllogtheUseroutandbringthembacktotheLoginpageTheDND,orDonotDisturbbuttonistoallowtheUsertogoonBreakandstopmakingandreceivingnewphonecallsTheManualbuttonallowstheUsertomakeamanualphonecallTheCallbackbuttonletsagentsviewandredialrecordstheyhavepreviouslyscheduledwithadateandTheIM,orInstantMessagebuttonletstheUserreadmessagessentbysystemAdministratorsTheVM,orVoicemailbuttonletstheUseraccessthevoicemailsystemTheTransferbuttonletsUsersperformblindandattendedcall3-WayCallenablestheUsertouserthecallconferencingTheHangupbuttonwilldisconnecttheactivephonecallfromtheUser,butkeeptheDataontheirscreenTheRecordbuttonenablestheUsertostartandstopthedigitalrecordingfeaturefortheactivephonecallRecord Lookup Feature

1. This feature in the Kunnect WebAgent is for inbound calls only. During an Inbound call, the User has the ability to lookup a record within the Campaign. The WebAgent Lookup button is available when the User is on a live call and has a status of Talking .

2. The agent is able to search based on following fields:

a. cCity b. cFirstNamec. cLastName d. cLeadSource e. cState f. cTelephone1 g. cZip h. iCallcount

3. When the User first clicks on the Lookup button the agent is presented with the following screen.

4. The agent can then select the field required to search on from the first drop down box.

5. Once the User selects a field, in the blank box to right, they can enter their lookup criteria and click on Lookup button. The WebAgent script section with the matching information will then appear if a matching record is found.

Network Specifications

Network destination IP accessibility requirements:You will need to ensure that your PC & network can communicate to the URL that was provided to you in order to access the Kunnect WebAgent. You will also need to check under Administration > Licensing for the Audio Domain for the URL that is required in order to send and receive the audio portion of the telephone calls to your PC. Here are a few resources to help you find IP addresses from URLs in case you have the need: http://www.yougetsignal.com/tools/web-sites-on-web-server/http://www.kloth.net/services/nslookup.phphttp://www.selfseo.com/find_ip_address_of_a_website.php

Network destination PORT accessibility requirements:Here is a table of the PORTs that are required to be opened as a minimum towards the IP destinations listed in the section above titled: Network destination IP accessibility requirements: Component ProtocolPort

Kunnect Web Site TCP 80

WebAgent TCP 4505

WebAgent TCP 943

Audio Domain TCP & UDP 5060

The Kunnect Speed Test located on the Kunnect website under Resource Center > Speed Test or at the bottom of the Kunnect WebAgent has the ability to tell you if these ports are open and accessible from the machine you run the test on. Kunnect Web Site:

Kunnect WebAgent:

Troubleshooting

If you have a network setup with security and firewall rules enabled, you may need to refer to the Network Specifications information in order to configure your network & PCs appropriately. Keep in mind that some inherit operating system firewall & security settings (i.e. Microsoft Windows), as well as 3rd party Anti-Virus and Security software might prevent you from accessing the Kunnect WebAgent website properly. Please contact your network or systems administrator to overcome any PC or network issue you may encounter when attempting to log into the Kunnect WebAgent website.

Remember that the Kunnect XVP Resource Center as well as the Kunnect User Forums are GREAT places to find guides and start-up tutorials, as well as a place to ask and answer questions from other users such as yourself!