Overview

In order to work with the Agent Notifier software to receive screen pop, we need to complete the following steps:

1. Add agent information int Primas CX by using Primas Web Application (we need to add Agent Extension, Agent ID, Notifier User).
2. 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

The Agent Extension is an Avaya Station ID (or Position ID). In order to add an agent extension into LinkScope Web Application, perform the following steps:

Step 2: Add an Agent 

An Agent ID is an Avaya Agent Login ID. To add an agent ID into LinkScope Web Application, perform the following steps:

Step 3: Add a Notifier User

Notifier account is used to login from LinkScope Notifier at Agent's desktop PC to receive screen pop.

Work with LinkScope Notifier to receive Screen Pop

Launch LinkScope Notifier

• Agents can now access their 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.

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.

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. Below is an example:
  
  

  
  

  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.
  
  
  
  

  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

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 

Add a VDN 

Add a Skill Extension