Deploying - Desktop Connect Unified Agent

Introduction

Desktop Connect Unified Agent provides a single desktop telephony interface for both Avaya Communication Manager (CM) and Avaya Proactive Contact (APC). This single interface replaces PCAgent and One-X to provide a single telephony interface to provide telephony control and screenpop using Account Reference provided by APC for outbound and ANI, DNIS, VDN or an Account Reference entered by the customer into an Avaya Voice Portal script.

*Desktop Connect *Unified Agent can easily be embedded into any .NET, Java or web application, always visible, toolbar that is integrated with any Microsoft Windows application to provide the customer screenpop using the exposed JSONP API.

*Desktop Connect *Unified Agent is particularly beneficial when using Predictive Agent Blend allowing agents to seamlessly switch between inbound and outbound calls without switching applications or using the telephone set.

The purpose of this document is to provide a deployment guide and to define prerequisites for Geomant Desktop Connect Unified Agent

Target Audience

This document is intended for two audience segments:

  • Customers who are installing, upgrading or updating the Desktop Connect Unified Agent software for themselves.
  • Geomant technicians or Geomant Business Partners who are installing or updating the Geomant Desktop Conect Unified Agent on behalf of customers who have obtained a technical support contract with Geomant

Before deploying

Before you start deploying Desktop Connect Unified Agent please make sure that all Prerequisites - Desktop Connect Unified Agentare meet.

Hardware architecture

The following figure shows the most typical hardware environment by indicating the application level protocols used.

Installing Desktop Connect Unified Agent

  • Deploy GeoCCIWebClient.war by placing it in the <Tomcat 8>/webapps folder. Tomcat should deploy it automatically.
  • Configure UA using Configuration - Desktop Connect Unified Agent
  • Restart the Tomcat service
  • Confirm that the web page loads
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