Configuring Agent Desktop Native Application as an Administrator
Learn how to configure settings and other custom options for the Agent Desktop Native (ADN) application.
Table of Contents
To configure the Agent Desktop Native (ADN) settings, after you install the Agent Desktop Native (ADN) application, use the Configure tab of the LiveVox Portal (LVP).
Info
On the LiveVox platform, the Desktop Native tab is available by default on the Agent Desktop screen of LVP.
ADN 7.6.1 and ADN 7.7
Configuring the ADN Application
- Log in to LVP with an account that has administrator privileges.
- Go to Configure > Agents > Agent Desktop.
- Click the Associated Entities tab and ensure that the selected desktop is associated with the service to which the agent must log in. You can configure the association in the Client or Service editor.
- On the Desktop Native tab, ensure that Native Mode is set to Optional or Required. The Native Mode drop-down list has the following options:
- Disabled: Agent cannot log in using ADN.
- Optional: Agent can use the browser or ADN to log in.
-
Required: Agent can log in only using ADN.
- Choose an Update Strategy to define the version of the Agent Desktop Native application:
- Ok: No restriction to use any version of ADN.
-
Ask: If an agent has a different version installed than the one configured for the site, a pop-up prompting an update appears. An update notification appears after the agent logs in to the Agent Desktop Native application and selects a service.
-
Force: After login, the update process installs and starts the new version without intervention. The update automatically launches when an agent logs in to the Agent Desktop Native application and selects a service.
- Set Whitelist Addresses to define trusted domains. If the domain is not added in the Whitelist address list, a window is displayed with the following error:
Info
By default, only the trusted LiveVox domains are listed. All resources that do not match the whitelists are blocked from loading. Click the ellipsis next to the Whitelist Addresses to open the Whitelist Addresses pop-up window that allows you to view and manage the list of all the approved addresses for the Agent Desktop Native application.
- Add: Adds new entry. Enter the address to be added as a whitelisted address in the address field.
- Delete: Deletes an entry. Select the address and click the Delete button to delete an entry.
- Ok: Click Ok to save the changes.
- Close: Click Close to discard the changes.
For example, https://*livevox.com/**, *://www.google.com/**, https://yahoo.com/**.
- When enabling access, you must create a specific top-level-domain entry, and a wildcard-subdomain entry like this: *://yahoo.com/** , *://*.yahoo.com/**
- If you have a single-sign-on provider, you must allow access to them as well. For example, *://yourcorp.okta.com/**
- You can discover the URLs that must be whitelisted in any BLOCKED errors appearing in the app window or the ADN logs. For information about ADN logs, see the ADN Logs section of this document.
ADN Logs
You can view errors reported when performing the ADN operations at the following locations on the respective OS versions:
- Windows: %USERPROFILE%\AppData\Roaming\Agent Desktop Native\logs\
- macOS: ~/Library/Logs/Agent Desktop Native/
- Linux: ~/.config/Agent Desktop Native/logs/
ADN 8.0
Configuring the ADN Application
- Log in to LVP with an account that has administrator privileges.
- Log in to the LiveVox portal with an account that has administrator privileges and go to Configure > Agents > Agent Desktop. Double click on the required desktop from the list.
- Click the Associated Entities tab and ensure that the selected desktop is associated with the service to which the agent must log in. You can configure the association in the Client or Service editor.
- On the Desktop Native tab, ensure that Native Mode is set to Optional or Required. The Native Mode drop-down list has the following options:
- Disabled: Agent cannot log in using ADN.
- Optional: Agent can use the browser or ADN to log in.
-
Required: Agent can log in only using ADN.
- Choose an Update Strategy to define the version of the Agent Desktop Native application:
- Ok: No restriction to use any version of ADN.
-
Ask: If an agent has a different version installed than the one configured for the site, a pop-up prompting an update appears. An update notification appears after the agent logs in to the Agent Desktop Native application and selects a service.
-
Force: After login, the update process installs and starts the new version without intervention. The update automatically launches when an agent logs in to the Agent Desktop Native application and selects a service.
- Set Whitelist Addresses to define trusted domains. If the domain is not added in the Whitelist address list, a window is displayed with the following error:
Info
By default, only the trusted LiveVox domains are listed. All resources that do not match the whitelists are blocked from loading. Click the ellipsis next to the Whitelist Addresses to open the Whitelist Addresses pop-up window that allows you to view and manage the list of all the approved addresses for the Agent Desktop Native application.
- Add: Adds new entry. Enter the address to be added as a whitelisted address in the address field.
- Delete: Deletes an entry. Select the address and click the Delete button to delete an entry.
- Ok: Click Ok to save the changes.
- Close: Click Close to discard the changes.
For example, https://*livevox.com/**, *://www.google.com/**, https://yahoo.com/**.
- When enabling access, you must create a specific top-level-domain entry, and a wildcard-subdomain entry like this: *://yahoo.com/** , *://*.yahoo.com/**
- If you have a single-sign-on provider, you must allow access to them as well. For example, *://yourcorp.okta.com/**
- You can discover the URLs that must be whitelisted in any BLOCKED errors appearing in the app window or the ADN logs. For information about ADN logs, see the ADN Logs section of this document.
ADN Logs
You can view errors reported when performing the ADN operations at the following locations on the respective OS versions:
- Windows: %USERPROFILE%\AppData\Roaming\Agent Desktop Native\logs\
- macOS: ~/Library/Logs/Agent Desktop Native/
- Linux: ~/.config/Agent Desktop Native/logs/