Evolve Engineer - 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

Headset

Must be fully compatible with their OS -

Noise cancelling and hardwired strongly suggested. 

For best reliability - 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

End User Settings -

BROWSER-

Make sure these settings are enabled for the ECS eAgent SITE inside the browser
prod - ecs-web.evolveip.net
Beta - ecs-awc-beta.evolveip.net

Make sure Microphone and Sound are set to Allow inside the browser Site Settings

Other settings -
to ensure the agent will see and hear the call ringing- the following are Strongly suggested

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 -

Incoming Call Interaction

Accepting a Call

When a new call interaction is being offered to an agent, the call can be answered on your eAgent browser.

To accept the interaction via your handset, select . This will work only if utilizing a handset or eAgent Softphone. If the agent is using the agent application with Teams or Webex, the agent must answer the call directly Teams/Webex.

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