Emerson IT Help Desk

Installing Avaya Desktop Agent 7.1

Avaya Desktop Agent is the software by which agents (in Admission, Student Financial Services, the Box Office, and others) manage their call centers. The weekend of March 6th, 2020, IT upgraded the desktop agent to version 7.1.

Mac Users

Because Avaya Desktop Agent is a Windows application, Mac users are required to use a terminal service application called Parallels Client. Parallels will be set up and access will be authorized by IT - once logged in, Parallels users simply double-click "Avaya Desktop Agent."

Users may encounter the following alert:

Agent Desktop has been installed via MSI and no server name/IP address has been set. Please enter the name, FQDN, or IP address of the server that agent desktop will connect to. If you do not know this value, contact your System Administrator.

If so, simply type in avayaaccs.emerson.edu as the address, and check "Use HTTPS."

Users will encounter the following alert:

The login to ACCS using the supplied username and password failed. Click "Retry" to enter alternative credentials, or "Cancel" to quit Agent Desktop. Message from server: User "EMERSON\username" is not authorized to use the CCT service.

Simply click Retry and enter your Avaya ACCS credentials.

Windows Users

1. Visit https://emerson.box.com/s/jw709mqr41faww77pvp5x1iadaxnfabq and click "Download" in the top right. Save the file (avaya.zip) to your desktop.

2. Open the avaya.zip file and move the 4 files to your desktop (or unzip to your desktop).

3. Right-click the installer for 1.exe, click Run as Administrator, and follow all prompts ("Accept," "Continue," etc.), then do the same for 2.exe, then 3.exe, and finally AvayaAgentDesktopClient.msi. When given the option, check Include Softphone Compatibility.

NOTE: if you are not an administrator on your computer, IT will need to do this on your behalf.

4. Once complete, Avaya Agent Desktop 7.1 will be available in your start menu. Launch that - as it starts, you will be prompted with the following alert:

Agent Desktop has been installed via MSI and no server name/IP address has been set. Please enter the name, FQDN, or IP address of the server that agent desktop will connect to. If you do not know this value, contact your System Administrator.

Enter avayaaccs.emerson.edu and check "Use HTTPS."

6. Finally, as it continues to load, you'll get the alert:

The login to ACCS using the supplied username and password failed. Click "Retry" to enter alternative credentials, or "Cancel" to quit Agent Desktop. Message from server: User "EMERSON\username" is not authorized to use the CCT service.

Simply click Retry and enter your Avaya credentials (assigned by IT).

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