Setup Guide

TheKunnect WebAgent is the component that is needed for your

users to make and receive Call Center calls. It is a self-contained Web
Page that is very simple to setup and use. While simply navigating to
the URL provided by Kunnect and following the onscreen instructions is
all you need to do, here is some extra information you may find useful
for Kunnect WebAgent deployments.
Browsers
*** Please note: At this time ONLY 32-bit browsers are supported

Preferred Browsers

Supported Browsers

Unsupported Browsers

First Time Login Steps

The following steps and screen shots are related specifically for the preferred
browsers. The steps are very similar on the support browsers, probably with screenpop captions and behavior during first time login being the only real differences.
In this example, we will cover and compare what a typical first time login
experience would be using the Windows XP 32-bit operating system and the
Windows 7 64-bit operating system.

Browser Firefox Setup Instructions

1. Click on Firefox Icon

2.

Select Options and click on Options

3.

Click on Content

4.

Click on Exceptions

5.

Enter agent.kunnect.com
Under the Address of
Website Section
click on Allow

And

6. After the website is added in click on Close

7. Once back to the main log in page install Microsoft Silverlight

Click on the Please Install Microsoft Silverlight link

8. Click on Save File

9. Once the file is downloaded in the download box double click to install
the file

10. Click on Installnow

11. Once installation is complete click on Close

12. Install Zoiper plug to install on the login

page click on
Click here to install it

13.

Click on Save File

14 a. Double click on the Zoiper plugin to install

15.

On the login page click on Retry

16.

You should now see a cleared login page, without any notifications.

17.

Enter a User Name and Password of a user that you have created on the
Kunnect XVP website. Make sure that the Use Embedded SIP phone box is checked.
Make sure that the If using an external SIP device, like a hard IP phone or
an alternative soft IP phone software package, please refer to the
manufacturers documentation on how to setup this device for SIP
services.

18.

You may or not see the message shown below; this is based on the speed of
your PC and network connection.

19.

Finally, you should see the Kunnect WebAgent in an IDLE state, which
means you are now ready to make and
receive phone calls

Please remember, that these steps are only required the FIRST time you log
into the Kunnect

WebAgent on a PC. The next time you log in, after you enter your User Name
and Password, you will jump right into the IDLE state and be ready to
make & receive phone calls.

Kunnect WebAgent Control Panel

AttheendofEVERYcall,a
Dispositionmustbeselectedfrom
OnceaDispositionisselectedafter
everycall,theUpdatebuttonmustbe

UserName

UserStatistics

TheUsercanfiltertheirown
statisticsbyProfile
TheLogoutbuttonwilllogtheUser
outandbringthembacktotheLogin
page

TheManualbuttonallowsthe
Usertomakeamanualphonecall

TheDND,orDonotDisturbbuttonisto
allowtheUsertogoonBreakandstop
makingandreceivingnewphonecalls

TheCallbackbuttonletsagentsviewandredial
recordstheyhavepreviouslyscheduledwithadateand

TheIM,orInstantMessagebuttonletsthe
Userreadmessagessent
bysystemAdministrators

TheTransferbuttonletsUsers
performblindandattendedcall

TheRecordbuttonenablestheUsertostartand
stopthedigitalrecordingfeaturefortheactivephone
call

TheVM,orVoicemailbutton
lets
theUseraccessthevoicemailsystem

3-WayCallenablestheUserto
userthecallconferencing

TheHangupbuttonwilldisconnecttheactivephone
callfromtheUser,butkeeptheDataontheirscreen

Record Lookup Feature

1. This feature in the Kunnect WebAgent is for inbound calls only. During an
Inbound call, the User has the ability to lookup a record within the Campaign.
The WebAgent Lookup button is available when the User is on a live call and
has a status of Talking .

2. The agent is able to search based on following fields:

a. cCity
b. cFirstName
c. cLastName
d. cLeadSource
e. cState
f. cTelephone1
g. cZip
h. iCallcount

3.When the User first clicks on the Lookup button the agent is presented with
the following screen.

4.The agent can then select the field required to search on from the first drop
down box.

5.Once the User selects a field, in the blank box to right, they can enter their
lookup criteria and click on Lookup button. The WebAgent script section with
the matching information will then appear if a matching record is found.

Network Specifications
Network destination IP accessibility requirements:

You will need to ensure that your PC & network can communicate to the URL that was provided to you in
order to access the Kunnect WebAgent.
You will also need to check under Administration > Licensing for the Audio Domain for the URL that is
required in order to send and receive the audio portion of the telephone calls to your PC.
Here are a few resources to help you find IP addresses from URLs in case you have the
need: http://www.yougetsignal.com/tools/web-sites-on-webserver/http://www.kloth.net/services/nslookup.phphttp://www.selfseo.com/find_ip_addre
ss_of_a_website.php

Network destination PORT accessibility requirements:

Here is a table of the PORTs that are required to be opened as a minimum towards the IP destinations listed
in the section above titled: Network destination IP accessibility requirements:
Component

Protocol

Port

Kunnect Web Site

WebAgent
WebAgent
Audio Domain

TCP
TCP
TCP
TCP & UDP

80
4505
943
5060

The Kunnect Speed Test located on the Kunnect website under Resource Center > Speed Test or at the
bottom of the Kunnect WebAgent has the ability to tell you if these ports are open and accessible from the
machine you run the test on.
Kunnect Web Site:

Kunnect WebAgent:

Troubleshooting
If you have a network setup with security and firewall rules enabled, you may need to refer to the Network
Specifications information in order to configure your network & PCs appropriately.
Keep in mind that some inherit operating system firewall & security settings (i.e. Microsoft Windows), as well
as 3rd party Anti-Virus and Security software might prevent you from accessing the Kunnect WebAgent
website properly.

Please contact your network or systems administrator to overcome any PC or network issue you may
encounter when attempting to log into the Kunnect WebAgent website.

Remember that the Kunnect XVP Resource Center as well as the Kunnect User Forums are GREAT places to
find guides and start-up tutorials, as well as a place to ask and answer questions from other users such as
yourself!