Installing and Updating the Agent Desktop Helper ApplicationThe Agent Desktop Helper Application is a software component that provides many functions for the Agent Desktop application, such as a softphone, screen-pop, logging, indication of audio device changes, alerts on all audio devices, screen recording and monitoring, and voice quality monitoring.From time to time, you may be prompted by Agent Desktop to install the Agent Desktop Helper Application on your computer or enable it in your web browser. This article will guide you through the process of downloading, installing, and enabling the application on any browser.You don't need local system administrative privileges on your PC to set up and use Agent Desktop and Agent Desktop Helper ApplicationYou may be prompted by a warning message to download and install the Agent Desktop Helper application when...* You log in to Agent Desktop for the first time.* The Agent Desktop Helper app is not yet installed on your computer.* Agent Desktop has been updated, requiring a higher version of the Agent Desktop Helper app.* The app is being blocked by your web browser.* The browser extension is not enabled.* An error message indicates that the SIP phone has lost connection to the system.* An error message indicates that you logged in with a softphone, but the Agent Desktop Helper app is not installed or is blocked by your computer.A warning message such as the one shown contains instructions for installing and enabling the Agent Desktop Helper Application component on your computer. The exact text of the message and your actions will depend on the browser you are using.[[File:Image.png|thumb|450px|center|Agent Desktop update message]]The Agent Desktop Helper Application is supported on Google Chrome, Microsoft Edge, Microsoft Internet Explorer, Mozilla Firefox, and Safari. Some browser extensions or other settings may need to be enabled, depending on your browser.The Agent Desktop Helper Application is enabled for Chrome using an extension called '''Agent Desktop Chrome Extension'''.# Go back to the Agent Desktop application and refresh the page. You can now begin using it.The Agent Desktop Helper Application is enabled for Microsoft Edge 85 and later using an extension called '''Agent Desktop Chrome Extension'''.# Go back to the Agent Desktop application and refresh the page. You can now begin using it.The Agent Desktop Helper Application is enabled for Firefox version 53 and later through the use of an extension called '''Agent Desktop Extension'''.# You can now return to the Agent Desktop application. Refresh the page to begin using it.Internet Explorer does not require an extension, but if you use Internet Explorer 11 or higher, the browser's Enhanced Protected Mode must be disabled in order for all Agent Desktop application logs to appear in the same folder (e.g., “''C:\Users\<UserName>\AppData\Local\Temp\logs”'').The logs provide information about what has happened in the application while you were logged in. Having logs is important because you may need to provide them to your supervisor or administrator if ever you need troubleshooting assistance.# Click '''OK'''.The Agent Desktop Helper Application is enabled for Safari 10, 11, and 12 on Mac OS X 10.12 (Sierra) and higher through the use of an extension, which is packaged in the Agent Desktop Helper Application installer (''bpclient_mac.pkg''). The installer will detect the OS X version your system is running on and will install the extension only if needed.# After installation is complete, refresh the Agent Desktop webpage. You can now begin using it.If you are on a Mac, note that you may have to update your security/privacy settings, in addition to all the aforementioned steps for installing/updating the Agent Desktop Helper Application on various browsers.In your privacy settings, allow both "Agent Desktop Helper" and "bpclient" apps to use the microphone. This step is required, no matter which web browser you are running.[[File:Mac-Security-Privacy-53AD.png|center|thumb|650px|Example of allowing apps to use the microphone in Security & Privacy > Privacy]]From time to time, the Agent Desktop Helper Application may have to be updated to support new system functionality. When a new version of this component becomes available, you may see a warning message similar to the one described above prompting you to upgrade. Follow the instructions of the message to update and enable the Agent Desktop Helper Application component on your computer.This section describes some common issues you might experience and what you should do.What this might mean:* The installation may be incomplete. Check that the application is installed on your computer.* You may need to refresh the page again. If the warning message still appears after that, then close your browser, reopen it, and go back to Agent Desktop.What this might mean:* Restarting Agent Desktop may be required. Log out of Agent Desktop, and log in again.* You may have lost Internet connectivity. Check your Internet connection and refresh the page.* If you made changes to the [[Agent-guide/Setup/PhoneDevice | phone device]], you need to log out of Agent Desktop and log in again for those changes to take effect.What this might mean:* If your browser requires an extension, it may be disabled. Go to the extension settings and make sure the extension is '''enabled''' or set to '''On'''.* Anti-virus software running on your computer might be blocking the application. Typically, in this case, you will see a warning message asking you either to cancel or confirm the download/install. Choose the confirm/allow/proceed option to proceed with the installation/upgrade.Contact your supervisor and/or service provider to request assistance.
The Agent Desktop Helper Application is enabled for Microsoft Edge 85 and later using an extension called Agent Desktop Chrome Extension.
How to Enable the Extension for Edge
When prompted by the warning message, follow the instructions to download and install the Agent Desktop Helper Application (Windows: BPClientSetup.exe).
Agent Desktop update message
After installation is complete, go to the Chrome Web Store and click Add to Chrome to get the Agent Desktop Chrome Extension.
Adding the extension
Then click Add extension.
Confirm that you want to add the extension
You will then see the extension's icon in the Edge toolbar. To check that the extension is enabled for Edge, click the icon and then click Manage extensions.
Click Manage extensions to enable the extension for Edge
Set the slider to On to enable the extension for Edge. When the slider is black/white, the extension is not enabled. When the slider is blue, it is enabled.
Internet Explorerの場合、拡張機能は不要ですが、Internet Explorer 11以降のバージョンをご利用の場合、すべてのエージェントデスクトップアプリケーションログを同じフォルダーに表示するには、ブラウザーの拡張保護モードを無効にする必要があります (例: “C:\Users\<UserName>\AppData\Local\Temp\logs”).
エージェント デスクトップ ヘルパー アプリケーションは
エージェント デスクトップ ヘルパー アプリケーション インストーラー(bpclient_mac.pkg)に含まれる拡張機能を使って、Mac OS X 10.12 (Sierra)以降のSafari 10, 11, 12 on Mac OS X 10.12 (Sierra)で有効化されています。インストーラーは、システムが実行しているOS Xバージョンを検出し、必要な場合にのみ拡張機能をインストールします。
If you are on a Mac, note that you may have to update your security/privacy settings, in addition to all the aforementioned steps for installing/updating the Agent Desktop Helper Application on various browsers.
In your privacy settings, allow both "Agent Desktop Helper" and "bpclient" apps to use the microphone. This step is required, no matter which web browser you are running.
Example of allowing apps to use the microphone in Security & Privacy > Privacy