five9 virtual contact center agent’s installation guide for mac os about five9 five9 is the...

of 18/18
Cloud Contact Center Software Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright © 2015 Five9, Inc. Five9 Virtual Contact Center Agent’s Installation Guide for Mac OS April 2015 This guide familiarizes Customer Support with troubleshooting the Mac OS X platform.

Post on 11-May-2018

228 views

Category:

Documents

2 download

Embed Size (px)

TRANSCRIPT

  • Cloud Contact Center Software

    Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2015 Five9, Inc.

    Five9 Virtual Contact CenterAgents Installation Guide for Mac OS

    April 2015

    This guide familiarizes Customer Support with troubleshooting the Mac OS X platform.

  • ii AgentsInstallationGuideforMacOS

    About Five9

    Five9istheleadingproviderofcloudcontactcentersoftware,bringingthepowerofthecloudtothousandsofcustomersandfacilitatingmorethanthreebillioncustomerinteractionsannually.Since2001,Five9hasledthecloudrevolutionincontactcenters,deliveringsoftwaretohelporganizationsofeverysizetransitionfrompremisebasedsoftwaretothecloud.Withitsextensiveexpertise,technology,andecosystemofpartners,Five9deliverssecure,reliable,scalablecloudcontactcentersoftwaretohelpbusinessescreateexceptionalcustomerexperiences,increaseagentproductivityanddelivertangibleresults.Formoreinformationvisitwww.five9.com.

    Trademarks

    Five9Five9LogoFive9SoCoCareFive9Connect

  • iii AgentsInstallationGuideforMacOS

    Contents

    Chapter1Five9 Refresh for Mac OS X .............................................................1Menu Options......................................................................................... 1Windows and Mac Menu Comparison.............................................................. 4

    Chapter2Troubleshooting ...........................................................................5Apple Mac System Requirements for Five9 ...................................................... 5Minimum Workstation Requirements ............................................................. 5Installing and Uninstalling Java ................................................................... 6

    Mac OS X System Requirements for Oracle Java 7......................................... 6Installing Oracle Java .......................................................................... 6Uninstall Oracle Java .......................................................................... 8Clearing the Java Cache ....................................................................... 9

    Uninstalling Five9.................................................................................... 9Uninstalling Open CTI .............................................................................. 10Other Mac Program Options....................................................................... 11

  • 1 AgentsInstallationGuideforMacOS

    Chapter1

    Five9 Refresh for Mac OS X

    UsethisdocumentasaguidefortroubleshootingMacOSXPlatformsfortheFive9AgentDesktopapplication.

    MenuOptionsWindowsandMacMenuComparison

    Menu Options

    AboutThisMac:Providesaquicksummaryofyourcomputersconfiguration,includingmemory,processor,andoperatingsystemrelease.ChooseMoreInfoforacompleterundownofeverythingin,on,orattachedtoyourcomputer.

  • Five9RefreshforMacOSX MenuOptions

    2 AgentsInstallationGuideforMacOS

    SoftwareUpdate:GetsyouthelatestversionsofthesoftwarethatcamewithyourMac.Bydefault,yourMacwillcheckautomaticallyforupdateseveryweek.

    MacOSXSoftware:TakesyoutoApplesWebsite,whereyoucandownloadnewsoftware.

    SystemPreferences:TheequivalentoftheControlPanelinWindows.ItswhereyoucanseeandchangethenumeroussettingsassociatedwiththeOSXsystemsoftware.

  • Five9RefreshforMacOSX MenuOptions

    3 AgentsInstallationGuideforMacOS

    Dock:Letsyoucontrolthesize,location,andbehavioroftheDock.TheAutoHideoptioncanbeturnedonoroffandworkssimilartotheMSWindowsautohideoptionforthetaskbar.

    RecentItems:Offersaquickwaytogetbacktotheapplication,document,orserverthatyouwerejustusing.YoucantellOSXhowfarbacktheRecentItemslistsshouldgointheAppearancepaneunderSystemPreferences.Thedefaultistenitems.

    ForceQuit:Letsyouendanyapplicationthatisnotrespondingtocommands.CommittomemorytheForceQuitkeyboardshortcut:Option+Command+Esc.Youmayneeditifyouareunabletogettothemenuforsomereason.ItstheMacequivalentofWindowsCtrl+Alt+Delete.

    Sleep,Restart,ShutDown,andLogOut:ThesecommandsperformthesametasksastheydoinMSWindows.YoucancontrolthesleepsettingsintheEnergySaverpaneofSystemPreferences.

  • Five9RefreshforMacOSX WindowsandMacMenuComparison

    4 AgentsInstallationGuideforMacOS

    Windows and Mac Menu ComparisonIfyouhavepreviouslyusedaPCplatform,usethislisttofindcomparablefunctionsontheMacOSplatform.

    Windows MacOSX

    ControlPanel SystemPreferences

    Ctrl+Alt+Delete Option+Command+Esc

    Exit(Alt+FX) Quit(Command+Q)

    InternetExplorer Safari

    MyComputer Finder

    MyDocuments Documentsfolder

    MyMusic Musicfolder

    MyPictures Picturesfolder

    Notepad TextEdit

    OutlookExpress Mail

    RecycleBin TrashCan

    Settings Preferences

    Shortcuticon Alias

    Taskbar Dock

    Hourglasscursor(busysignal) Spinningbeachball(busysignal)

    WindowsExplorer Finderwindow

    WindowsUpdate SoftwareUpdate

  • 5 AgentsInstallationGuideforMacOS

    Chapter2

    Troubleshooting

    ThissectionguidesyouonhowtoeffectivelytroubleshootMACusers.Besurethatthecomputermeetsthetechnicalrequirementsbeforeproceeding.RefertoFive9TechnicalRequirementsforthelatestsupportedversions.

    AppleMacSystemRequirementsforFive9MinimumWorkstationRequirementsInstallingandUninstallingJavaUninstallingFive9OtherMacProgramOptions

    Apple Mac System Requirements for Five9TheAppleMacplatformissupportedfortheFive9VCCAdministrator,DesktopAgent,andSupervisor.TheMacplatformisalsosupportedforFive9CTIAdapterAgentDesktopToolkitandotherintegrationsEXCEPTfortheSalesforceIntegration.TheFive9CTIAdapterToolkitforSalesforceintegrationisnotsupportedandwillnotworkforaMACuser.

    Minimum Workstation RequirementsRefertoFive9TechnicalRequirementsforthelatestsupportedversionsof

    Processorandmemoryrequirements Supportedoperatingsystems Supportedbrowsers LatestCertifiedJava(JRE)

    http://webapps.five9.com/assets/files/for_customers/documentation/technical-requirements/five9-technical-requirements.pdfhttp://webapps.five9.com/assets/files/for_customers/documentation/technical-requirements/five9-technical-requirements.pdfhttp://webapps.five9.com/assets/files/for_customers/documentation/technical-requirements/five9-technical-requirements.pdf

  • Troubleshooting InstallingandUninstallingJava

    6 Copyright2015Five9,Incorporated AgentsInstallationGuideforMacOS

    Installing and Uninstalling JavaMacOSXSystemRequirementsforOracleJava7InstallingOracleJavaUninstallOracleJavaClearingtheJavaCache

    Mac OS X System Requirements for Oracle Java 7 IntelbasedMacrunningMacOSXversion10.7.3andabove Administratorprivileges 64bitbrowser(examples;Safari,Firefox) 32bitbrowserssuchasChromedonotsupportJava7ontheMacplatform

    Installing Oracle Java ToinstallJava,followthesesteps:

    JavaDownloadU:[email protected]:Support59

    1 DownloadtheappropriateJREfile.Namingformat:jrenuxxmacosxx64.dmg.Reviewandagreetothetermsofthelicenseagreementbeforedownloadingthefile.

    2 Doubleclickthe.dmgfiletolaunchit.

    3 DoubleclickonthepackageicontolaunchinstallWizard.

    TheInstallWizarddisplaystheWelcometoJavaninstallationscreen.

  • Troubleshooting InstallingandUninstallingJava

    7 Copyright2015Five9,Incorporated AgentsInstallationGuideforMacOS

    4 ClickContinue.

    5 OnStandardInstallonMacintoshHD,clicktheInstallbutton.

    Aftertheinstallationhascompleted,aconfirmationscreenappears.

  • Troubleshooting InstallingandUninstallingJava

    8 Copyright2015Five9,Incorporated AgentsInstallationGuideforMacOS

    6 ClickClosetofinishtheinstallationprocess.

    Uninstall Oracle JavaTouninstallJava,deleteJavaAppletPlugin.plugin.

    TocheckAdministratorprivileges,selectAppleMenu>SystemPreferences>Users&Groups.UserAccountshouldhaveAdmincaptionbelowandAllowusertoadministerthiscomputermustbechecked.

    TouninstallJava:

    1 ClickontheFindericonlocatedinyourdock

    ImportantTouninstallJava7,youmusthaveAdministratorprivileges.

  • Troubleshooting UninstallingFive9

    9 Copyright2015Five9,Incorporated AgentsInstallationGuideforMacOS

    2 ClickonApplicationstabonthesidebar

    3 IntheSearchboxenterJavaAppletPlugin.plugin

    4 RightclickonJavaAppletPlugin.pluginandselectMovetoTrash

    Clearing the Java Cache1 ClickonAppleiconatthetop2 ClicktheSystemPreferencesicontoopen3 ClickonJavaiconlocatedundertheOthersectiontoopenJavaControlPanel4 InJavaControlPanelclickonSettingsunderTemporaryInternetFiles5 ClickontheDeleteFilesbuttononTemporaryInternetFileswindow6 IntheDeleteFilesandApplicationswindow,clickOKtoconfirmdelete

    ***AlmostsamewithWindows

    Uninstalling Five9Onpreviousversions:

  • Troubleshooting UninstallingOpenCTI

    10 Copyright2015Five9,Incorporated AgentsInstallationGuideforMacOS

    1 ClickonMacintoshHD2 ClickonUsers3 SelectandclickonspecificUser4 RightclickonFive9folderandselectMovetoTrash

    Thoughlogsarehiddenin~var/library(hiddenfolderinMAC)

    Uninstalling Open CTI1 NavigatetoApplications>Five9OpenCTI2 RightClick(Command+Click)thenclickonMovetoTrash

    NoteFive9FolderisvirtuallyrunsinJavaAppletPlugin.plugin(/Library/InternetPlugIns/JavaAppletPlugin.plugin/Contents/Home/bin/java)forVCCAdministrators,Supervisors,andAgents.NoFive9Folderiscreated,butthiscouldbeeitherlocatedintheabovepathorinMacintoshHD>Library>ApplicationSupport.TheApplicationSupportfolderisequivalenttotheWindowsApplicationDatafolder.

  • Troubleshooting OtherMacProgramOptions

    11 Copyright2015Five9,Incorporated AgentsInstallationGuideforMacOS

    Other Mac Program OptionsSpotlight. Useforsearching.Typethenameoftheapplicationandyouwilleasilyknowwheretheapplicationislocated.

    Force Quit. Letsyouendanyapplicationthatisnotrespondingtocommands.Usethisonlyonanyapplicationorfive9relatedapplicationstofreeupsomeresources.

  • Troubleshooting OtherMacProgramOptions

    12 Copyright2015Five9,Incorporated AgentsInstallationGuideforMacOS

    Activity Monitor. GUIapplicationfortakingcomputerspulse.Itshowsprocessesthatarerunning,thememorybeingused,andallowsyoutoquittheprocessthathasthebiggestmemoryandresourceallocation.Italsohelpsyouseenetworktraffic,diskwrite/readoperationsandotherusefuldiagnosticdata.Basically,itsMSWindowsTaskManagercounterpart.

    NoteAlwayspracticetofiltertheprocessesbyMemoryUsagetoeasilyseewhatprocessesareconsumingmoreresources.

    Network Utility. Usethistoolintroubleshootinganynetworkrelatedissues.

    Togetthis:Spotlight>NetworkUtilityORFinder>Applications>Utilities>NetworkUtility

    INFO:Showsthegeneralinformationaboutyournetwork.

  • Troubleshooting OtherMacProgramOptions

    13 Copyright2015Five9,Incorporated AgentsInstallationGuideforMacOS

    PING:TocheckInternetconnectivity.

    Traceroute:Thiswillshowyoutheroutetakenbydatasentbetweenyouandthe(targetdestination)server.

  • Troubleshooting OtherMacProgramOptions

    14 Copyright2015Five9,Incorporated AgentsInstallationGuideforMacOS

    Sound:Tochecktheheadsetifitsworking.NavigatetoSystemPreferences>Sound

  • Troubleshooting OtherMacProgramOptions

    15 Copyright2015Five9,Incorporated AgentsInstallationGuideforMacOS

    Agents Installation Guide for Mac OSFive9 Refresh for Mac OS XMenu OptionsWindows and Mac Menu Comparison

    TroubleshootingApple Mac System Requirements for Five9Minimum Workstation RequirementsInstalling and Uninstalling JavaMac OS X System Requirements for Oracle Java 7Installing Oracle JavaUninstall Oracle JavaClearing the Java Cache

    Uninstalling Five9Uninstalling Open CTIOther Mac Program Options