Overview
In order to work with the Agent Notifier software to receive screen pop, we need to complete the following steps:
- Add agent information int Primas CX by using Primas Web Application (we need to add Agent Extension, Agent ID, Notifier User).
- Work with Agent Notifier software to receive the screen pop.
Configuration for a new agent from Primas Web Application
Logging on to LinkScope Web Application
The LinkScopeWeb management interface is browser-based and available to any user that is on the network physically or virtually (VPN)
It can be accessed by opening a browser and entering the following URL http://YOUR-SERVER-NAME/LinkScopeWeb
Upon first opening, you will be presented with a login (Please contact Primas or your support team for the username and password)
...
Step 1: Add an Agent Extension
...
Notifier account is used to login from LinkScope Notifier at Agent's desktop PC to receive screen pop.
| Excerpt Include | ||||||
|---|---|---|---|---|---|---|
|
...
...
...
Step 5: Add a VDN
...
Step 6: Add a Skill Extension
...
Work with LinkScope Notifier to receive Screen Pop
Launch LinkScope Notifier
- Agents can now access their LinkScope Primas Notifier client by double-clicking the new icon on their desktop.
- When opened for the first time the agent should see the following. (All log on fields should be empty).
Double-check the screen pop plugin
Linkscope Notifier needs a plugin to show screen pop. Normally, this configuration already set by the IT team.
| Excerpt Include | ||||||
|---|---|---|---|---|---|---|
|
Double-check the LinkScope Application Service Host
Linkscope Notifier needs to know the Application server to receive screen pop from the server. Normally, this configuration already set by the IT team.
| Excerpt Include | ||||||
|---|---|---|---|---|---|---|
|
Sign in to LinkScope Notifier
The agent needs to sign in into LinkScope Notifier using their Notifier User and Extension to receive a screen pop.
...
If everything is set up correctly when a call rings or answer to the agent, the agent should see a screen pop as the capture below. Below is an example:
Info title Note: Upon reopening Notifier, agents will discover that their credentials have been saved and that they can simply click Sign In without having to re-enter their credentials and Extension.
Sign out from LinkScope Notifier
In order to exit the Notifier client, select File → Exit.
Info title Note: Upon reopening Notifier, agents will discover that their credentials have been saved and that they can simply click Sign In without having to re-enter their credentials and Extension.
APPENDIX
HCA server information (updated to 07/09/2019)
...
In order to make Primas CX work correctly, make sure that we input enough device information into Primas CX
The device types that need to be added to Primas CX are DNIS VDN, VDN VDN, and Hunt Group.
Add a DNIS
| Excerpt Include | ||||||
|---|---|---|---|---|---|---|
|
Add a VDN
| Excerpt Include | ||||||
|---|---|---|---|---|---|---|
|
Add a Skill Extension
| Excerpt Include | ||||||
|---|---|---|---|---|---|---|
|