DRAFT - product is NOT GA -

entering

currently in Internal Testing - not customer facing- for questions contact Greg Sullivan. 

Many customers deploy ECS in a “Unified” solution along with Evolve IP’s UCaaS or HPBX capabilities (collectively referred to as BroadWorks). The benefits of this “Unified” deployment is tight integration between the Contact Center and the rest of their organization (users outside of the Contact Center).  Many Contact Centers want their agents to operate with only a softphone but not lose presence and access to the rest of their organization, as is typical feature disparity with an Overlay solution.  eAgent Softphone is the capability for agents to register their eAgent softphone to BroadWorks without losing the presence or access to the organization along with the call recording benefits of an HPBX user.   

Dependencies

• eAgent uses a Broadworks SIP Registrar for it's telephony

  controls

  . 

  • Shared Call Appearance, Auto Answer (per ECS requirements), User Voicemail are supported as well as other features that are available in a Evolved Office Premium Seat. 
• These instructions are for the ECS eAgent Softphone  (browser) – for the ECS .NET client - see – – This Page
• NOTE: The changes in ECS Carrier Admin will cause a FULL Deploy when applying HPBX Settings in Carrier Admin. This will impact customer calls on an active ORG.

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1. Verify the user has a device profile setup as Evolve IP eAgent .  This can be configured as the main device profile or a shared call appearance.
   1. Main Profile
      1. 
   2. Shared Call Appearance
      1. 
         
         1. note: for an SCA (i.e. Webex and eAgent Softphone) both devices will ring at once, but you will answer on eAgent window.

Step 2

1. Obtain the userID and SIP Auth Password from the user configuration. 
   1. This can be obtained from the current UC-1 configuration or reset via their OSSmosis profile.
   2. you will need the Password for the next steps!

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Below are the steps for agents/supervisor setup to register their internal soft phones to Broadworks. If you skip this step, you may register but other features won't work (Call Recording, Billing and troubleshooting) 

1. Once all userID/passwords have been collected, sign into the customers Setup Client and within the Staffing section enter each agent and supervisors HPBX Registrar UserID and HPBX Registrar Password into their profile.

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