Desktop Connect Unified Agent

Introduction

Telephony enabling the Contact Centre Agent desktop delivers increased productivity through reduced call duration with less training. Geomant’s Desktop Connect Unified Agent provides a unified inbound/outbound toolbar that is easy to integrate with any Microsoft Windows desktop application.

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 screen pop 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 or Java application or as a frame in an Internet Explorer browser or used as a separate, always visible, toolbar that is integrated with any Microsoft Windows application to provide the customer screenpop using Send-Keys, DDE, parameterised executable, HTML, .NET or ‘crafted’ URL.

*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.

Version Information

Current version: 2.6.7

Deployment

The Geomant Desktop Connect Unified Agent solution consists of a server side component, and a web based client, offering a single interface for inbound, outbound and blended agents. Desktop Connect Unified Agent connects with Avaya Communication Manager via Avaya Application Enablement Services to control incoming ACD calls, and also connect to Avaya Proactive Contact giving agent full outbound capabilities.

Please follow the Deploying - Desktop Connect Unified Agent for setup instructions

How to install Apache Tomcat or how to generate a self signed certificate for the application please review the Installation Guide

Configure

Desktop Connect Unified Agent needs to be configured once successfully deployed. Please follow the Configuration - Desktop Connect Unified Agent

User Guide

Please review the User Guide - Desktop Connect Unified Agent for detailed information.