...

Must haves- 

1. Settings for the ECS Org in Carrier Admin
   1. this is to enable WebRTC for the whole org
2. User setup for the eAgent device in Ossmosis.
3. User setup for the eAgent softphone in ECS Setup
   
   1. steps 2 and 3 are per user

for more See - How to Configure the eAgent Softphone to Register to BroadWorks

Customer/Technician

Once provisioned by the Evolve team, successful use of the ECS eAgent Softphone requires a couple items at the end-user level.
A quality Headset for Audio, some Browser settings to be checked. 

Headset

Must be fully compatible with their OS -

Noise cancelling and hardwired strongly suggestedHardwired headsets are preferred, but not required. 

Wireless/Bluetooth

For best reliability - DECT Headsets are the better technology.

Bluetooth is possible, if the customer ensures ensure the Bluetooth headset is only paired to the PC that the Agent is using for Softphone.
Headsets that allowed pairing to multiple devices (i.e. Cell phone and PC) were unreliable in testing

Playing music or other sound on the same headset as the Browser is using is not recommended

A Headset with noise Cancelling capability will block out external noise and improve customer experience. 

End User Settings -

BROWSER-

...

1. check that Notifications are set inside the browser (reference- HERE)
2. eAgent - by Default eAgent settings default ringtone to Silent for Incoming calls -
3. Set Ringtone to something other than Silent -

Switching to Softphone - 

 To check or change your set to ECS Softphone - 

Click on the Agent Device inside eAgent. 

Image Added

You will see a some selections (depending on your UC Setup ) - eAgent Softphone is show as Internal ECS 

Image Added

Check the button and click save - you should see your device registered. 

You are ready for calls. 

Incoming Call Interaction

...

To decline and send the interaction back to queue, select . Note, if you are the only ready agent in the BP, the interaction will continue to present itself until accepted or another agent becomes ready.For more details on Call Handling in eAgent - please see this page - Handling Call Interactions