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!