DRAFT - product is NOT GA -

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. 

  • 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: ECS Step 1 The changes in ECS Carrier Admin will cause a FULL Deploy when applying Registrar HPBX Settings in Carrier Admin. This will impact customer calls on an active ORG.

Setup Instructions UCaaS (OSSmosis)

Step 1

1. Verify the user has a device profile setup as EvolveIP Agent.  This can be configured as the main device profile or a shared call appearance.
   1. Main Profile
      1. Image Removed
   2. Shared Call Appearance
      1. Image Removed

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.

Setup Instructions in ECS

Below are the necessary steps to get a customer and their agents/supervisor setup to register their internal soft phones to Broadworks.

ECECS S Step 1 - Carrier Admin

Steps-

There are three major areas where you need to enable eAgent softphone - 

1. Settings for the ECS 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 ECS Setup 
   
   1. steps 2 and 3 are per user

1- Carrier Admin setup for the ECS ORG 

This is a one time setting to enable the entire ORG to use Softphone,

IF the ORG is already set up in Carrier Admin, SKip to the Ossmosis steps. 
(you can also do these while waiting for Carrier Admin settings - just don't expect anything to work until Carrier Admin work is done)

There are two settings in Carrier Admin for each ORG/Enterprise. 

1. The Carrier Admin Registrar Host must be setup first for the internal soft phone to register to Broadworks.  If you don't have Carrier Admin Access – a ticket must be opened and sent to Tier 3 or ECS Service Delivery to setup the registrar configuration.  In the ticket please reference the following:
   1. Customer Name
   2. BS Enterprise ID
   3. HPBX Registrar Host
      1. A Platform = voip.evolveip.net
      2. B C D E F Platforms = voip-b.evolveip.net
      3. 
2. Override System Defaults - 
   1. Go to the tab called, "New Features - Override System Defaults".
   2. Update / verify that the "Enable Web RTC Softphone" value is set to "Enabled".
   3. 

ECS ECS Step 2

These changes WILL incur a FULL Deploy for the ORG, this will impact Call Handling. 

2- User setup for the eAgent device in Ossmosis

This is For Each user - demo is for a single user- NOTE: bulk provisioning can be used as per normal processes- provided you can match the configurations steps below in your bulk upload.

Step 1

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. Image Added
   2. Shared Call Appearance
      1. Image Added
         
         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!

User setup for the eAgent device in ECS Setup

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.

...

1. in eAgent - if there is an issue with HPBX Registrar - you will see "Loading" and a spinning circle under Agent device .
   1. 
2. For.NET with Currently, there is no system check in place if a UserID or Password has been entered incorrectly.  It is important that after each profile has been updated, the agent signs into their client utilizing the soft phone, takes an incoming telephony interaction and verifies the call shows up correctly in the Call Recording portal. 
3. Registration if you suspect an issue with registration can be checked via OCOM and will register as ECSAgent-vX.X.X.XX
   1. 

End User Settings -

BROWSER- 

Make sure these settings are enabled for the ECS SITE inside the browser 

Make sure 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 Ringtone to something other than Silent - 

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

For best reliability - ensure 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