Required:
- You must be running AMETHYST 1.6.3.18 or newer (check Webadmin version).
- AMTClient 1.6.4.2
Download and unrar: NOTE: This is only an update, not an install. Only load this if you are already on the correct AMETHYST versions of the software and AMTClient is already installed. - AMETHYST webadmin 1.6.4.8
- AMTServer Guardian 1.6.4.12
- Access to AMETHYST webadmin.
- List of subject entries to be configured.
Steps:
- Log into AMETHYST Webadmin: How do I log into AMETHYST webadmin and supervisor?
- Upgrade to the required software versions:
- Please upgrade in sequence listed.
- Upgrade all AMTClients to version 1.6.4.2
How do I upgrade with AMETHYST 1.5 /1.6?
NOTE: The update is loaded in AMETHYST webadmin it will distribute over the network to the individual agent PCs. The time it takes will depend on number of agents to upgrade, network speed, how busy the agents are (it will check if an agent is not busy and then stop the AMTClient service, upgrade it and restart the service). AMETHYST checks every hour if there are updates, your AMTClients will thus start updating within an hour.
When AMTClient was initially installed on the agent PC, it will install the 'ExtractUpdate' executable and place in the updates folder. This needs to be present on the agent PC, else the auto update will not execute:
To see once all AMTClients has been upgraded, log into AMETHYST Supervisor and go to the 'View Agents' screen. It will list the software version of AMTClient in the 'Client Software' column:
NOTE: The 'Agent' name is provided by the AMTClient. It will only display while the agent is on a call. This includes the software version and IP address of AMTClient PC. To only see devices currently being recorded click on the icon above the 'Status' column.
On the agent PC you can check in the log file, here is an example of a successfull update: - Upgrade AMETHYST Server to 1.6.4.10
How do I upgrade with AMETHYST 1.5 /1.6?
NOTE: While AMETHYST Server is being updated the popups will not work. If you have trunk side recording, you will have no extension details during the update period. The update takes about 5 minutes. - Upgrade AMETHYST Webadmin to 1.6.4.6.
How do I upgrade with AMETHYST 1.5 /1.6?
NOTE: When AMETHYST Webadmin is upgrade you will not have access to webadmin during this process, it will restart about 1 minute after the upgrade is done and you will be able to log in again. At the bottom of the page in the purple section you will see the AMETHYST Webadmin version number.
Once the first upgrade is loaded, continue with the next, etc. - Upgrade all AMTClients to version 1.6.4.2
- Configuration required:
- The Subject list is configured in AMTWebadmin under 'Configure CTI Devices' on the Home page.
- In the 'Subject List' section add the Subject List name and then click 'Add Subject List'. It will add the Subject in the list(above the 'Add Subject List' button).
If you click on the Subject(link in blue) it will display a block where you can enter your subjects (one on a line). If you already added subject it will list all the entries or allow you to add. Click on the button 'Add/ Change Items' once done.
NOTE: You can configure your list in a file and then just copy and paste it.
The maximum length for a subject is 30 characters. - Once you added the Subject it will be available for configuration per agent's AMTClient popup software - see section marked in red block in screenshot below:
- Under the 'Prompt' column change the entry 'SHORT NOTES:" to "SUBJECT:" for all the required agents:
- In the 'AMTClient Defaults' section also change it. This will ensure if you add AMTClients in the future, it will use this configuration:
- You can select the Subject name from the drop-down under 'Prompt List'. If a Prompt / Subject list is selected for that client, they will only be able to select from the list - they cannot type a different subject/their own subject. If no list is selected, they will have to type the subject (no list will be provided). When 'Force Input' is used, the list will not have any values selected (i.e. the default will be blank) and the agent will be forced to choose a item from the list. When Force Input is disabled, the first entry in the list will appear as the default.
NOTE: If AMTClient is installed on the agent PC it will auto populate the 'Configure CTI Devices' list. If not, it could be due to network restrictions. See forum post for install instructions:
How do I configure AmtClient 1.6 - Please click on the 'APPLY CHANGES' button at bottom left-hand side of the screen to save your configuration.
About 30 seconds after configuration is done, the list should be available on the agent's AMTClient.
- The Subject list is configured in AMTWebadmin under 'Configure CTI Devices' on the Home page.
- Log out of AMETHYST Webadmin (click on logout icon top right-hand side).
AMTClient popup with subject list option:
- When a call is made/received you will have a popup that allows you to select a subject:
If you want to add a subject of a call already made, you can right click on the purple headset icon (bottom righ-hand corner of your screen) and select 'Show History'. Click on the calls details. You will then have the option to select the subject.
NOTE: If you use the drop-down option, you still have the 'Comments' option. On the popup screen on the bottom left-hand side click on the black arrow to open the block to enter your comments: