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Introduction
The following article describes how to install the Avaya Agent Desktop for Windows using Microsoft Edge web browser on computers running Microsoft Windows 10 and later, installing an prerequisites, and basic functionality of the application.
Prerequisites and Requirements
Avaya Agent Desktop has the following pre-requisites
- A computer running Microsoft Windows 10 and later, with all Windows Updates installed.
- A computer connected to the RIC wired/Ethernet network, (off-campus, wi-fi access not available).
- Microsoft Edge (Latest Version)
- Microsoft Edge WebView Runtime (Latest Version)
- Microsoft Visual C++ 2015-2022 (14) Redistributable Runtime x86 (Latest Version)
- Microsoft .NET 4.8 (Already pre-installed in Windows 10)
Please Note: Most RIC managed workstations already meet these requirements. If the Microsoft Edge WebView Runtime or the Microsoft Visual C++ 2015-2022 Redistributable Runtime need to be installed, the directions are provided later in this document.
Installation of Avaya Agent Desktop
1. Open Microsoft Edge web browser, and navigate to http://aacc.ric.edu/agentdesktop (Please note: this does not work in Google Chrome, Mozilla Firefox and other web browsers. Microsoft Edge is required.)
2. Select the Launch button on the page.
3. The application will begin to download. Acknowledge any warnings and select the Install button displayed.
4. The application will begin to download and install.
5. If all prerequisites are installed, after the application completes the download, the installation is completed automatically, and is opened.
6. An Avaya Agent Desktop icon is added to the Start Menu after the installation.
Installing Prerequisites Using Software Center
On occasion, a deployed computer may not have some of the prerequisites required for Avaya Agent Desktop for Windows to function. You may see a pop-up such as this show up after the download portion of the instructions when the Avaya Agent Desktop first attempts to open.
Microsoft Visual C+++ Runtime not installed:
Microsoft Edge Webview Runtime not installed:
These prerequisites can be installed using the Software Center application installed on all RIC managed Windows PC systems.
1. From the Start Menu, navigate to the Software Center application. It's contained inside of the Microsoft Endpoint Manager folder. It may also be pinned in the Start Menu.
2. After opening Software Center, navigate to the Applications section, and the Microsoft Visual C++ Runtime and the Microsoft Edge Webview Runtime installers are available to be installed.
3. Select the application(s), and then select Install.
Once the installations have completed successfully, you should be able to launch Avaya Agent Desktop without any errors from the Start Menu, as described earlier in these instructions.
Basic Functions in Avaya Agent Desktop
The primary role of the Avaya Agent Desktop application is to enable your desk phone to enter a call queue if one is setup for your department or office's primary phone number. After opening Avaya Agent Desktop login will be required. Your name and extension will be shown at the top of the application, along with your extension's queue status. Select the gray circle button (which indicates a logged out status) on the top left of the application, and then select Login from the menu.
If you are requested to select a device to logon to in the Agent Logon window, select Desk Phone, and then select Login at the bottom to continue.
The top left indicator will change from a gray circle to an orange clock after login. To enter the call queue and all your phone to take calls, select Go Ready from the top left menu.
The menu icon will change to green, and the status indicator will chage to Ready on the top. This indicates your ready to receive calls.
Selecting the top left menu again, you can go back to Not Ready, or Logout, to remove your phone from the call queue. After logging out you can quit the applicaion by selecting the X on the top right of the application window.
A call history window can be shown by selecting the dark gray clock icon in the application.
Troubleshooting
Please keep in mind the following information when using Avaya Agent Desktop to avoid or resolve issues.
1. Verify that your RIC workstation has all Windows Updates and Microsoft Edge updates installed.
2. Verify that your RIC workstation is connected to the campus wired network. RIC-GUEST wi-fi, or access from off-campus, is not available.
3. Verify that you are using Microsoft Edge on a Microsoft Windows 10 computer to install Avaya Agent Desktop. Other web browsers such as Google Chrome and Mozilla Firefox are not supported. Apple macOS computers, Apple iPhones, Apple iPads, and Google Android phones, and are also not supported.
4. Verify that you are not on a call or using your Avaya desk phone when you attempt to open the Avaya Agent Desktop and login. Your phone line needs to be in an idle state when the Avaya Agent Desktop attempts to login and connect to your extension.
5. Intialization errors you receive when first logging in can be ignored by selecting OK.