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Work-From-Home Guide

Learn how to set up your Agents and Administrators for success when working from home

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Table of Contents

Minimum System Requirements Minimum PC Requirements for Administrators (Users) and Agents Subnet IPs (White-Listing) and Agent Impact Installing Agent Desktop Native (ADN) Installing the Agent Desktop Native Application Utilizing Call and Screen Recording Configuring Call Recording and Screen Recording Enabling Administrator-to-Agent and Agent-to-Agent Chat

Because SmartReach is a cloud-based product, Users and Agents have the freedom to work from anywhere with a stable internet connection. We've put together a quick reference guide for any SmartReach customer who wishes to utilize this flexibility.


Minimum System Requirements

As with any software, the LiveVox suite of products has minimum hardware and bandwidth requirements in order to function optimally. We've put together a list of those requirements below:

 

Minimum Requirements

Agent Desktop Native

  
Hardware Processor 256 Mhz
RAM 256 MB
Display Minimum resolution of at least 1024 x 768
Peripherals
  • Network adapter 10/100 Mbps
  • 16-bit Sound Card or equivalent (separate or built-in)
  • Quality pair of noise-cancelling USB headphones with a microphone 
Software Operating System
  • Windows 7+
  • Mac OS X 10+
  • Linux
Environment
  • Citrix, Microsoft Server 2012R2, 2016
Security SIP/HTTPS TLSv1.2
RTP AES-128-CM, SHA1 80
Network Codec Opus
Codec Bandwidth Opus is a variable rate codec, on average users +25 kbps
Web Traffic and Voice bandwidth 80 kbps (55kbps for data +25 kbps for voice)

 

Administrator (User) Systems

    
Specifications LiveVox Portal (LVP) Desktop Mobile Tablet
Hardware Processor 1 Ghz or faster 32-bit (x86) or 64-bit (x64) N/A N/A
RAM 2 GB 1 GB 1 GB
Display A screen with a resolution of at least 1280 x 1024 px A screen with a resolution of at least 1136 x 640 (300+ ppi) 7"+ display with a resolution of at least 1024 x 768 (300+ ppi)
Peripherals
  • Network adapter 10/100 Mbps
  • 16-bit Sound Card or equivalent sound device (separate or built-in)
 N/A N/A
Software Operating System
  • Windows 7+
  • Mac OS X 10+
  • Linux
 Android 5.1+, iPhone 6+ Android 4.4+, iOs 10+, Windows 8+
Environment Citrix, Microsoft Server 2012R2, 2016
Internet Browser Latest versions of Microsoft Edge, Google Chrome, Mozilla Firefox, and Safari 9+ Google Chrome (latest version), Firefox (latest version), Safari 600+ Microsoft Edge, Google Chrome (latest version), Firefox (latest version), Safari 600+
Network Bandwidth Minimum bandwidth 500 Kbps Minimum bandwidth 250 Kbps Minimum bandwidth 500 Kbps

 

 



Subnet IPs (White-Listing) and Agent Impact

For security purposes, SmartReach offers the ability to restrict User and Agent access to specific IP addresses. If this feature is being utilized (called Subnet IP, or white-listing), work-from-home Users and Agents may run into difficulties accessing SmartReach from unrecognized IP addresses. If your Users or Agents are having difficulty accessing the platform:

  1. Confirm if Subnet IPs are being used. Navigate to Client > Security and see if IP addresses are listed in the Subnet IP section. If the list is blank (as seen in our example below), SmartReach may be accessed from any IP address. If the list is populated with an IP address, only those IP addresses can access the SmartReach platform:

  2. If Subnet IPs are being used, confirm if your IP address is on the list. A common practice when using Subnet IP for office environments would be to whitelist a specific office IP address, restricting SmartReach access to only those at certain locations. If an Agent attempts to access SmartReach outside of this office environment (such as from home) at a new, unique IP address: their access will result in an error (seen below). Users accessing SmartReach from a designated IP can add new IP addresses to your Subnet IP list. If this is not possible, contact our Customer Care team so that we may assist in having the new IP address added:


Installing Agent Desktop Native (ADN)

After downloading the Agent Desktop Native (ADN) application, you can install the ADN application on your system by following one of the procedures below depending on the platform that you use:

ADN 7.6.1 and ADN 7.7

Installing the ADN Application in Windows

To install the ADN application on a Windows system, use the following procedure:

  1. From the Download folder, run the agent-desktop-native-<version>.exe file to launch the installer. The following message appears.



     
  2. Click the Yes button to begin the installation process. An Agent Desktop Native Setup window appears.



     
  3. The application is installed on your local machine. You can launch the Agent Desktop Native application from the applications folder, or the icon that appears on your desktop:

Installing ADN Application Using the MSI Package

To install ADN on many systems at once, an administrator can use the Microsoft Software Installer (MSI) package that supports provisioning using the config.mst and config.json files. 

Info

  • This type of installation applies only to the Windows platform.
  • Contact the LiveVox Customer Care Team for the MSI package required to install the Agent Desktop Native application.
 

To install the ADN application using the MSI package, complete the following steps:

  1. Copy the Microsoft installer package ADN 7.6.1.msi (for ADN 7.7 version use ADN 7.7.msi) and config.mst file to a specific folder. For example, C:\temp\ADNInstall\
  2. Create the config.json file using Notepad. Save the file in the same folder and add {"clientCode":"Value"}to the file. Update the Value field with your appropriate Client code. For example, {"clientCode":"DocU17"}.
  3. Open the Windows cmd prompt and go the MSI package directory. For example, cd C:\temp\ADNInstall\.
  4. Execute the following command, as per the required version:
    msiexec /i agent-desktop-native-7.6.1.msi TRANSFORMS=config.mst
    or 
    msiexec /i agent-desktop-native-7.7.0.msi TRANSFORMS=config.mst

Installing the ADN Application on a Mac

  1. After downloading the ADN application to the Downloads folder, run the .pkg file to launch the installer.
  2. Follow the installation on-screen instructions to complete the installation process.

After the installation process is complete, launch the ADN application from the applications folder.

 

ADN 8.0

Installing the ADN Application in Windows

To install the ADN application on a Windows system, use the following procedure:

  1. From the Download folder, run the agent-desktop-native-<version>.exe file to launch the installer. The following message appears.



     
  2. Click the Yes button to begin the installation process. An Agent Desktop Native Setup window appears.



     
  3. The application is installed on your local machine. You can launch the Agent Desktop Native application from the applications folder, or the icon that appears on your desktop:

Installing ADN Application Using the MSI Package

If the Windows administrator prefers to manage bulk installations and upgrades rather than allowing agents to self-service, an MSI package is available for use with typical administration and automation tools. Additionally, you can customize the MSI Transforms (MST) package to pre-populate the client code and other configuration information. The following is an example of using the MSI with an MST and a custom config.json file, to perform a preconfigured administrator install of ADN.

Info

  • This type of installation applies only to the Windows platform.
  • Contact the LiveVox Customer Care Team for the MSI installer package and the MST overlay. For contact information, go to the LiveVox Customer Care Contacts section in this document.
 

To install the ADN application using the MSI package, complete the following steps:

  1. Copy the Microsoft installer package ADN 8.0.msi and config.mst file to a specific folder. For example, C:\temp\ADNInstall\
  2. Create the config.json file using Notepad. Save the file in the same folder and add {"clientCode":"Value"}to the file. Update the Value field with your appropriate Client code. For example, {"clientCode":"DocU17"}.
  3. Open the Windows cmd prompt and go the MSI package directory. For example, cd C:\temp\ADNInstall\.
  4. Execute the following command, as per the required version:
    msiexec /i agent-desktop-native-8.0.0.msi TRANSFORMS=config.mst

Info

  • After a successful installation, you should find the custom preconfigured config.json in C:\Program Files\Agent Desktop Native. 
  • The file in this location provides the default settings for ADN, along with any user-level config adjustments, which are saved into C:\Users\username\AppData\Roaming\Agent Desktop Native on a per-user basis.
 

 

Installing the ADN Application on a Mac

  1. After downloading the ADN application to the Downloads folder, run the .pkg file to launch the installer.
  2. Follow the installation on-screen instructions to complete the installation process.

After the installation process is complete, launch the ADN application from the applications folder.

 

 


Utilizing Call and Screen Recording

You can configure call recording and screen recording functionalities through the Jobs tab in the Client window in the LiveVox Portal.

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The Screen Recording feature comes at an additional cost and must be enabled by the LiveVox admin. Contact your Account team to enable this feature.


Configuring Call Recording Job

  1. Login to LiveVox Portal.
  2. Click Configure > Services > Client. The Client window appears.
  3. Click the Jobs tab.
  4. In the Standard Jobs section, click the three-dots menu next to Call Recording. The Configure Call Recording Job window appears.
  5. Specify values in the fields and select checkboxes as required. Fields with an asterisk (*) indicates required fields:

Tab Fields and Descriptions
General
  • Description: Displays the description of the bulk call recording job
  • Enabled: Select to enable call recording standard job. If you want to pause/terminate the job, deselect this checkbox.
  • Index File Format*: Select the custom file format from the drop-down list for the call recording zip file. This custom file format is created by using the Report Writer.
  • Output Index File Name*: Specify a name for the index file to be generated, with extension. For example, livevox.txt. A text file is preferred.
  • Output Call Recording File Name: Specify a name for the call recording file to be generated containing the batch of call recordings, with extension. For example, livevox.zip. Must be a zip file.
  • Compress Zip: Select to enable/disable compression of recordings. The generated zip file is smaller in size since compression takes place at the recording level.
  • Split By Call Center: Select to split the standard call recording jobs by call center. The zip files are stored in the specific Call Center zip file.
  • Call Center: Select the call center(s) when using the Split By Call Center option for Standard Call Recording jobs. 
  • Password Enabled: Select to enable password protection for the zip file
  • Password: Specify a password if the Password Enabled option is selected.
  • Decrypt Call Recordings: Select to enable/disable decryption of recordings. When the recordings are encrypted using the LiveVox PGP key, this option allows the recordings to be decrypted before the zip process. It is recommended that this option remains selected unless you want an encrypted file.
  • Minimum Call Recording Duration: Define minimum call recording duration to be included in daily batches. For example, the number 10 processes all recordings with a duration greater than 10 seconds.
  • Maximum Call Recording Duration: Define maximum call recording duration to be included in daily batches. For example, the number 100 processes all recordings with a duration of less than 100 seconds.
  • Notification Status as Email to: Specify the email address to which the job status notifications are to be sent. For example, abc@livevox.com.
  • Run everyday at*: Select the time to run daily batches. For example, 01:00 schedules the job to run at 1:00 AM local time.
  • Execute 4 time per day: Select to run the job 4 times a day. The job runs at 6-hour intervals if this option is enabled.
Job History Displays all standard call recording jobs and their statuses (Success or Failure).



Configuring Screen Recording Job

  1. Login to LiveVox Portal.
  2. Click Configure > Services > Client. The Client window appears.
  3. Click the Jobs tab.
  4. In the Standard Jobs section, click the three-dots menu next to Screen Recording. The Configure Screen Recording Job window appears.
  5. Specify values in the fields and select checkboxes as required. Fields with an asterisk (*) indicates required fields:

Tab Fields and Descriptions
General
  • Description: Displays the description of the bulk screen recording job
  • Enabled: Select to enable screen recording standard job. If you want to pause/terminate a job, deselect this checkbox.
  • Index File Format*: Select the custom file format from the drop-down list for the screen recording zip file. This custom file format is created by using the Report Writer.
  • Output Index File Name*: Specify a name for the index file to be generated, with extension. For example, livevox.txt. A text file is preferred.
  • Output Screen Recording File Name: Specify a name for the screen recording file to be generated containing the batch of screen recordings, with extension. For example, livevox.zip. Must be a zip file.
  • Compress Zip: Select to enable/disable compression of recordings. The generated zip file is smaller in size since compression takes place at the recording level.
  • Split By Call Center: Select to split the standard screen recording jobs by call center. The zip files are stored in the specific Call Center zip file.
  • Call Center: Select the call center(s) when using the Split By Call Center option for Standard Screen Recording jobs. 
  • Password Enabled: Select to enable password protection for the zip file
  • Password: Specify a password if the Password Enabled option is selected.
  • Decrypt Screen Recordings: Select to enable/disable decryption of recordings. When the recordings are encrypted using the LiveVox PGP key, this option allows the recordings to be decrypted before the zip process. It is recommended that this option remains selected unless you want an encrypted file.
  • Minimum Screen Recording Duration: Define minimum screen recording duration to be included in daily batches. For example, the number 10 processes all recordings with a duration greater than 10 seconds.
  • Maximum Screen Recording Duration: Define maximum screen recording duration to be included in daily batches. For example, the number 100 processes all recordings with a duration of less than 100 seconds.
  • Notification Status as Email to: Specify the email address to which the job status notifications are to be sent. For example, abc@livevox.com.
  • Run everyday at*: Select the time to run daily batches. For example, 01:00 schedules the job to run at 1:00 AM local time.
  • Execute 4 time per day: Select to run the job 4 times a day. The job runs at 6-hour intervals if this option is enabled.
Job History Displays all standard screen recording jobs and their statuses (Success or Failure).


Enabling Administrator-to-Agent and Agent-to-Agent Chat

SmartReach provides the ability for Administrators and Agents to interact with one another through chat functionality within the SmartReach Portal and Agent Desktop. These features need to be enabled:

  1. Navigate to the Client > Portal tab and select Agent-to-Agent Chat:

  2. Click Save.
  3. Chats from Administrators to Agents can be initiated by selecting the Agent from the Monitor tab and clicking Chat:
  4. Chats from Agent-to-Agent can be initiated within the Agent Desktop by click on the Chat tab:
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Tips

  • Agents can initiate chat only with other Agents.
  • Administrators (Users) can initiate chats with Agents.
  • You can receive or send instant chat messages to other Agents regardless of your current status.
  • With an administrator chat, you can close the chat at any time but once closed, you cannot initiate it again unless the administrator sends another message.
  • If the administrator navigates away from their chat window, all active chat sessions between the administrator and the agent are terminated. When this happens, the chat message text box on your desktop is disabled to prevent you from entering additional messages.


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About SmartReach

SmartReach a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation.



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