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App Note 019 - Java and Flash use in LiveOps

Overview

LiveOps products are almost exclusively web browser-based.  Everything a customer needs to use and manage their LiveOps cloud-based contact center can be achieved through a simple Internet connect with no need to install a thick client on the user’s desktop computer.

We provide all access to administrative features, supervisor features and client features through the web browser.  This includes direct Voice over the Internet (VoIP) via WebRTC.  No softphone to install or configure!

Much of the LiveOps user interfaces are developed using HTML5 and require no plugins at all.  Some areas of our web interfaces leverage Java (http://www.java.com/ from Oracle) and Flash (http://www.adobe.com/software/flash/about/ from Adobe).

This article will identify the areas of the LiveOps interface that use Java and that use Flash.  We will also point out the effects of disabling both Java and Flash; or of using a browser that doesn’t support one of these tools (e.g. an Apple iPad).

Note: The screen shots in this article may look different that you particular browser.  Browser features and functionality as well as security settings and behavior vary significantly.  Please test your operating system and browser for specific behaviors.

Java Security

Many organizations have appropriate security concerns over the use of Java.

If you wish to allow the use of Java, you may choose to enable it session-by-session (“Allow”) or enable it permanently (“Allow and Remember”). 

 

Additionally, you may need to add your LiveOps tenant site to a “Trusted List”.

 

See the following links for additional information:

 

You also may need to accept certain Java Security Warnings before a java-applet will run:

 

Supported Versions

See the article LiveOps® Platform™ Workstation Requirements for details on current browser and version requirements.

 

Also see the online help embedded under the “Supported Browsers” link found on your tenant’s login page:

                  https://<<TENANT-NAME>>.hostedcc.com/

 

Use of Java in LiveOps

Java is used by LiveOps to display two legacy features (Call Map and Agent Chat), is used to enable Agent Scheduling features, and is used to enable screen recording on Microsoft Windows computers.

 

Most LiveOps customers do not have access to the legacy Map and Chat features, and only the Agent side of the LiveOps business uses the agent scheduling tool. 

 

In general, only Agents (on the Agent side of the business) who leverage the Agent scheduler and Platform customers using screen recording will be affected by Java settings.

 

If a Platform user (or a Platform organization) chooses to disable Java entirely, only screen recording will be affected.

 

Below is a more detailed description of the LiveOps features that use Java.

Legacy “Call Map” Feature

In your LiveOps tenant, log into your Administrative Web Portal.  Navigate to “Monitor > Map”.

Note: The legacy Map feature is not commonly enabled for new LiveOps customers.  You may not have access to this feature.

If Java is disabled or inactive, you will see a screen similar to the following:

 

 

If Java is enabled and active, you should see a screen similar to the following:

 

Screen Recording

The LiveOps platform uses a java-based tool within the Microsoft Windows environment to enable the recording of an agents screen (desktop) when taking voice interactions.  This is a Windows-only feature – screen recording is not supported on the Macintosh or other platforms (e.g. ChromeOS) at this time.

 

The use of Java in Windows for screen recording is applicable to both Phone Panel and to the Engage client.

 

Phone Panel: If Java is disabled or inactive, you will see a screen similar to the following and screen recording will not function properly.

 

 

Engage: If Java is disabled or inactive screen recording will not function properly.

Agent Scheduler

The agent-side of the LiveOps business uses an Agent Scheduler tool for agents to bid for their own time slots.

 

This tool requires the agents to have Java enabled.

Legacy “Chat” window in Phone Panel

The Phone Panel agent “Chat” feature is used by legacy clients on the “Agent side” of the LiveOps business.  It is not used by customer on the “Platform side” of the LiveOps business.

 

To access the Chat feature, launch the Phone Panel. Click on the “Tools” tab and select the “Open Chat Window” button.

 

 

Note: The legacy Chat feature is not commonly enabled for new LiveOps customers.  You may not have access to this feature.

If Java is disabled or inactive, you will see a screen similar to the following:

 

 

Note: Depending on your browser and your security settings, you may be able to click on the “Plugins” icon to enable the Java plugin.

If Java is enabled and active, you should see a screen similar to the following:

 

Use of Flash in LiveOps

Flash is used by LiveOps to display animated content in the LiveOps administration portal (Quick View dashboards and Live Dashboards) and is used to emit alert tones on the computer’s speakers (Live Dashboards and Phone Panel alerts).

 

In general, if a user (or an organization) chooses to disable Flash entirely, only a few dashboard displays and a few audible alert tones will be affected.

 

Below is a more detailed description of the features that use Flash:

 

“Quick View Reports” on the Home page

Log into your LiveOps tenant.  If configured, your home screen will display several “Quick View” dashboard reports on the Home screen.

 

If Flash is disabled or inactive, you will see a screen similar to the following: