DRAFT - product is NOT GA -

entering Internal Testing - 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.   

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: 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.

Steps-

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

1. Settings for the whole Org in Carrier Admin
2. Settings for Each user who needs a Softphone. 

ECS Carrier Admin setup for the ORG 

This is a one time setting to enable the 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. 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. 

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

Instructions UCaaS (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. 
   2. Shared Call Appearance
      1. 

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!

Instructions in ECS Setup

Below are the steps for agents/supervisor setup to register their internal soft phones to Broadworks.

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.

Default Phone = The default phone the .NET client will launch with.  When set to internal phone it will attempt to register back to Broadworks.

HPX Register User = The userID of the Broadworks seat

HPX Register Password = The SIP Authentication password of the Broadworks seat.

HPBX User Address = The shared call appearance device profile name

Change Extension = Allows the agent to switch from "Internal Phone" to HPBX Phone if there are any issues from within the ECS .NET client.

1. 1. 1. Main device profile example:
         1. 
      2. Shared Call Appearance example
         1. 

Checking registrations -

1. in eAgent - if there is an issue with HPBX Registrar - you will see "Loading" and a spinning circle under Agent device .
   1. 
2. if you suspect an issue with registration can be checked via OCOM and will register as ECSAgent-vX.X.X.XX
   1. 

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 -