Steps to Resolution:

 

1. Open Internet Explorer and browse to the URL for your Clarity Connect instance (i.e. customer.ctcontactcenter.com)
2. You will receive a pop-up window requesting your credentials. Enter the same credentials you would use to sign into Skype for Business or the User Portal.
3. Once logged in, you will see your name at the top right corner. Next to your name is a small yellow asterisk. Click the asterisk to bring up the download page for the Agent Console.

 

4. From this page you will need to select the “Agent Console Installer” button to download the Agent Console.

 

5. You may receive a pop-up notification asking you if you would like to run or save the file. It may also tell you this type of file may be harmful. Select the option to “Run”.

 

6. Another pop-up window will appear asking you if you’re sure you would like to run the software. Select the option to “Run”.

 

7. Another pop-up will appear asking if you would like to continue. Select “Yes”

 

8. At this point you will receive a notification letting you know that the install was successful. Click “OK” and you may proceed to open your Skype for Business client. (Note: if your Skype for Business client was running during this install process, you will need to exit and restart the Skype for Business client)

 

9. To test and verify that the Agent Console was installed properly. Open a conversation window and in the bottom right corner, click the button with 3 dots. From the pop-up menu you will see the option for Agent Console.