Frequently Asked Questions

NovelVox Agent Desktop is built on Java platform that provides it freedom to connect with any system that has open connectivity. As long as API and third party system accepts incoming connections, it can integrate. In scenarios where host system is open to be connected and NovelVox Agent Desktop doesn’t have pre built adapters then through standard Java customizations, integrations are done.

Yes, NovelVox Agent Desktop requires a 1 separate server, an additional server will be required for running in HA mode.

No, NovelVox Agent Desktop’s default installation doesn’t require a database. However database is required on the basis of gadgets that needs to be configured.

Yes, you can use NovelVox Agent Desktop as a gadget in Cisco Finesse

As far as customer is covered under annual maintenance contract all the upgrades and maintenance are free from the products perspective

Yes you can connect with any database directly that supports JDBC/ODBC driver, we need DB driver class and DB URL to create a DB connector for the same. We have some predefined data sources given below:-

Oracle
MS SQL
My SQL
SQL Lite
PosGres
Informix

CTI Connector
Caller Information
Interaction History(Requires DB)

Other available modules include:

Case Management(Requires DB)
Knowledge Base(Requires DB)
Supervisor Desktop( Requires DB)
Chat and Broadcast(Requires DB)

NovelVox Agent Desktop supports both horizontal and vertical scalability.

The user can create any no. of screens using NovelVox Agent Desktop, there is no limit to it.

It works on Windows Server 2012 Standard and above

No, not on the current version.

Initial client request goes to a domain name that will have 2 or more NovelVox Agent Desktop server IPs mapped. DNS mapping will send all requests to Primary Server. The Apache (load balancer) is configured with multiple Tomcats and balances the load between NovelVox Agent Desktop application servers in round robin fashion among them.
If Primary Server is down then DNS server will send the request to secondary NovelVox Agent Desktop server that will do the load balancing.
Once the page is loaded and a failover is required then it’s handled by the NovelVox Agent Desktop client application.

NovelVox Agent Desktop comes with preconfigured Apache web server that does the load balancing.

For standard installation we need a server configuration of 4 core and 8 GB RAM for 200 users and 5 concurrent services.
NovelVox Agent Desktop’s hardware server sizing is done on the basis of number of concurrent agents and concurrent services. Concurrent services are considered as number of concurrent request-response that is generated from gadget. For example: On a call arrival, 5 backend services are called to load the customer information, so this becomes 5 Concurrent services which will request response from server by every agent for every call.

Yes it works on SSL. We request end customer to provide the CSR to create their SSL certificate. Also the application can be signed from Verisign

Yes, it supports multiple backend systems by integrating with them using Web Services, API or database access.

It is a desktop designer to create the GUI for agent/ client desktop. It is an innovative model lets users customize their forms and screens to suit individual process level preferences, professional needs and company parameters to a degree never delivered before. Put differently, users can now line up all the information they need on the job how, when and where they want it

It is a thin client, web based application (Google Chrome, Microsoft Edge, Mozilla Firefox). Thus, the user can connect from anywhere in the work place within the network

There are various components that NovelVox Agent Desktop support. A few of them are mentioned below:

For Frames:
Dashlets
Tab Frame
Module
Scrollable Module
Repeater
For data inputs:
Text input
Text area
Text Editor
Combo box
Label
List
Data grid
Advances Data grid
Paging Grid
Button
Check box
Radio button
Image
Tree
Timer
For uploading files:
File upload
SWF loader
Object viewer
XML reference
CTI bar – With all the standard telephony options: Ready/ Not Ready, Answer, Make Call, Release, hold, transfer, etc.

We support both RTL and LTR languages and the application can support multiple languages too.

Some of the backend systems are as mentioned below:-
Web Services
MQ Series.
Tibco.
RDBMS
JMS
HTTP
Raw TCP Sockets
Excel files.
Main Frame
NovelVox Agent Desktop is built on Java platform that provides it freedom to connect with any system that has open connectivity. As long as API’s and third party system accepts incoming connections, NovelVox Agent Desktop can integrate.

Yes we can show all the statistics coming from Finesse server. And also if required a custom gadget can be prepared that can dip inside various real time databases and bring statistics.

This can be configured on request.

Cross frame scripting or clickjacking attack: Exploit
Application reveals software information and corresponding versions being used on application server providing a launch pad to attacker to launch further attacks: Best Practice
Encryption on sensitive data: Exploit
Malicious Script Execution: Exploit
Session Management: Best Practice
SQL Injection: Exploit
Authorisation Weakness: Best Practice
Audit logs: Best Practice

Approx. it takes 2-3 Man-days effort to create a single service but again it may vary for different third party applications.

Bandwidth is required for connection between agent desktop and NovelVox Agent Desktop server. It depends on no. of agents and No. of concurrent services. For instance for 100 agents using 5 concurrent services the bandwidth required:

Total bandwidth required when all the agents login concurrently – 5 Mbps
Bandwidth required per agent – 0.05 Mbps

Note: For NovelVox Agent Desktop, above mentioned bandwidth calculations doesn’t include the bandwidth of Cisco Finesse and bandwidth of telephony. This is purely for NovelVox Agent Desktop only.

NovelVox Agent Desktop is built on Java platform that provides it freedom to connect with any system that has open connectivity. As long as API’s and third party system accepts incoming connections, NovelVox Agent Desktop can integrate.
In scenarios where host system is open to be connected and NovelVox Agent Desktop doesn’t have pre built adapters then through standard Java customizations integrations are done.

Third Party applications can expose their data to NovelVox Agent Desktop with as long as they have freedom to connect on Java platform as long as API’s and third party system accepts incoming connections.
To name a few we have following integrations:
Web Services
Rest Services
Database integration
MQ Services
SAP RFCs
Socket Programming
SOAP Web services

At no stage NovelVox Agent Desktop stores customer data on its servers.

The data can be sourced in real time with third party applications.

Using a designer the user/ customer is free to make the changes and amendments at any time in the application.
However, NovelVox can also do the customization or adding a module and will charge on the basis of man-days effort.

No, NovelVox Agent Desktop is not CRM. But every screen element created with the NovelVox Agent Desktop is configurable, including changes to colours, legends, backgrounds, etc.

NovelVox can create gadget applications with complete backend systems.
Please contact NovelVox pre-sales team for more details

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