Must haves- 

  1. Settings for the XCS Org in Carrier Admin
    1. this is to enable WebRTC for the whole org
  2. User setup for the eAgent device in Ossmosis.
  3. User setup for the eAgent softphone in XCS Setup
    1. steps 2 and 3 are per user

for more See - How to Configure the eAgent Softphone to Register to BroadWorks


Customer/Technician

Once provisioned by the XTIUM team, successful use of the XCS eAgent Softphone requires a couple of items at the end-user level.
A quality Headset for Audio, and some Browser settings to be checked. 


Headset

Must be fully compatible with their OS -

Hardwired headsets are preferred, but not required. 

Wireless/Bluetooth

For best reliability - DECT Headsets are the better technology.

Bluetooth is possible, if the customer ensures the Bluetooth headset is only paired to the PC that the Agent is using for Softphone.
Headsets that allowed pairing to multiple devices (i.e. Cell phone and PC) were unreliable in testing

Playing music or other sound on the same headset as the Browser is using is not recommended

A Headset with noise cancellation capability will block out external noise and improve customer experience. 


End User Settings -

BROWSER-

Make sure these settings are enabled for the ECS eAgent SITE inside the browser
prod - xcs-web.xtium.com
Beta - xcs-awc-beta.xtium.com

(UPDATE SCREENSHOT)


Make sure the Microphone and Sound are set to Allow inside the browser Site Settings

Other settings -
to ensure the agent will see and hear the call ringing- the following are Strongly suggested

  1. check that Notifications are set inside the browser (reference- HERE)
  2. eAgent - By default eAgent settings default ringtone to Silent for Incoming calls -
  3. Set the Ringtone to something other than Silent -

              


Switching to Softphone - 

 To check or change your set to XCS Softphone - 

Click on the Agent Device inside eAgent. 


You will see some selections (depending on your UC Setup ) - eAgent Softphone is shown as Internal XCS 

(UPDATE SCREENSHOT)

Check the button and click save - you should see your device registered. 

You are ready for calls. 

Incoming Call Interaction

Accepting a Call

When a new call interaction is being offered to an agent, the call can be answered on your eAgent browser.

To accept the interaction via your handset, select . This will work only if utilizing a handset or eAgent Softphone. If the agent is using the agent application with Teams or Webex, the agent must answer the call directly Teams/Webex.


To decline and send the interaction back to the queue, select . Note, if you are the only ready agent in the BP, the interaction will continue to present itself until accepted or another agent becomes ready.


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