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DRAFT - product is NOT GA -
entering Internal Testing -
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not customer facing
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.
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Dependencies
eAgent uses a Broadworks SIP Registrar for it's telephony controls.
- These instructions are for the ECS eAgent Softphone (browser) – for the ECS .NET client - see –
- 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.
Steps-
There are two major areas where you need to enable eAgent softphone -
- Settings for the whole Org in Carrier Admin
- Settings for Each user who needs a Softphone.
ECS Carrier Admin setup for the ORG
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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 setting settings in Carrier Admin for each ORG/Enterprise.
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