Agent Workspace Requirements

Your agents will be using LiveEngage from a regular web browser to make calls to your consumers. The following sections explain how to setup your LiveEngage account for voice & video support.

Note: Legacy systems do NOT support this feature

Supported Browsers

Browser Version Desktop OS
Chrome latest (>= v54) Windows, MacOSX, Linux

Note: Only web browsers listed here are supported. When using LiveEngage from an unsupported browser the feature is automatically disabled from the agent workspace.

Required Hardware

Feature Hardware Note
Voice Calls Microphone -
Video Calls Microphone + Webcam -
In-app CoBrowse - requires a voice-call

Account Settings

Account Features

By default, voice & video is not enabled in your LiveEngage account. Please contact your LivePerson account manager to have this feature enabled for you.

User Profiles

Your agents on LiveEngage require a specific set of skills in order to use the voice, video or In-app CoBrowse capabilities of your account.

By default, these settings are enabled for your agents role. If you wish to disable or customize them for specific Agent Groups, follow these steps:

  1. Goto the Users tab
  2. Select Profiles
  3. Select the profile you wish to edit (usually: Agent)

Profiles1

Enable the permissions you wish to grant to your group:

  • Initiate voice conversation
  • Initiate live video
  • Initiate CoBrowse view-only session, with scroll-control (1)
  • Initiate CoBrowse view-only session
  • Initiate CoBrowse shared control session

All of these settings should be self-explanatory.

Profiles2

Scroll-only is currently supported in Web-based CoBrowse only. For in-app CoBrowse this setting is identical to the normal view-only mode.

Invitation Options

The settings you chose in User Profiles will be reflected in all of your account's Messaging conversations (not Chat). Depending on the features you enabled, you will see something similar to below:

Conversations Features

VOIP Configuration

To make full use of LivePerson's Live Voice & Video SDK, you should add Voice-Over-IP capabilities to your iOS app. This allows users to receive calls in real-time, even if your app is closed.

Heads-up: Setting up VoIP Push Notifications the first time can be the most time-consuming task of integration. However, it only needs to be done once and is absolutely worth the effort. Just follow the steps below.

Setting up your App

Step 1: Login to Apple Member Center

First login to the Apple Member Center. Once logged in, you should open the section Certificates, IDs & Profiles from your sidebar.

Certificates

Step 2: Create an App ID

Note: If you already have an explicit App ID with Push Notifications capability you can skip to Step 3.

In order to use Push notifications your app requires an Explicit App ID matching your app's bundle Id. Wildcard app IDs are not possible. To create a new App Id:

  • Under Identifiers, select App IDs.
  • Press + in top-right corner

App IDs

  • Enter the app’s name
  • Select Explicit App Id and enter the app's full bundle ID in the Bundle ID field

App ID Register

  • From the list of App Services check Push Notifications

App ID Register2

Now press Continue and you're done with this step.

Push via SSL certificate

Step 1: Create a server-side VoIP push certificate

In order to send VoIP-Push notifications to your app's users, a server-side SSL certificate is required. The certificate ensures that no untrusted party can send push-calls to your users.

  • Under Certificates, select All.
  • Press + in top-right corner

Certificates New

  • Check VoIP Services Certificate from the list
  • Press Continue

Certificates New 2

In the next step you will need to select the Bundle ID of your app (created OR edited in Step #2). The displayed bundle ID contains a random prefix, which you can ignore. You will be asked to create a CSR (certificate-signing-request), so follow the on-screen instructions.

  • After the CSR is created you are asked to upload it
  • Once uploaded the server-side certificate is created, which we can then download
  • Open the downloaded certificate so it will be added to your Mac's keychain.

For some more details, refer to this answer on StackOverflow.

Step 2: Export your Certificate

In order for Apple VoIP Push services to be used through LivePerson's PusherService, the just created certificate & signing key are required. To export them, follow these steps:

  • First open the Keychain Access app on your Mac
  • Select login on top-left & Certificates bottom-left
  • You should see a list of certificates on your Mac

Keychain Export

  • Select the VoIP certificate you just created (it's name includes VoIP Services)
  • Dropdown the selection
  • First select the certificate itself (top)
  • Right-click and choose Export XXX… from the menu
  • Choose a save location on your Mac, let's name it: myvoipapp-certificate.p12
  • You will be asked to enter a password. Choose any and remember it.

Keychain Export2

  • Now repeat the steps above, this time by selecting the private key just below the certificate
  • When saving let's name it myvoipapp-private-key.p12

Your have now successfully exported both your Certificate & Private Key.

Step 3: Convert your Certificate

Apple's PushService requires Push Certificates and keys to come in a special SSL format, called pem. For this reason, it is necessary to convert the certificates exported from your Mac, which are stored in p12 format.

  • Make sure you have OpenSSL installed on your computer
  • cd to the directory where you exported both your *.p12 files to
  • Run the commands below in order, assuming you named your certificate myvoipapp-certificate.p12 and private-key myvoipapp-private-key.p12 respectively

Run OpenSSL in Shell

# Step 1 - Converts your certificate from p12 to pem
openssl pkcs12 -clcerts -nokeys -out myvoipapp-certificate.pem -in myvoipapp-certificate.p12
# Step 2 - Converts your private-key from p12 to pem
openssl pkcs12 -nocerts -out myvoipapp-private-key.pem -in myvoipapp-private-key.p12
# Step 3 - Removes the password-protection from your private-key (required!)
openssl rsa -in myvoipapp-private-key.pem -out myvoipapp-private-key-nopass.pem
Store Certificates

Now delete myvoipapp-private-key.pem again.You should end up with two remaining new files, which you should store safely:

  • myvoipapp-certificate.pem
  • myvoipapp-private-key-nopass.pem

This is it. The created files are required to be uploaded to LivePerson's App Configurations of your LiveEngage Account. To learn how to upload your certificates, please continue reading Register Your App.

Push via Tokens

Coming soon

Push notifications using tokens are not yet supported. Please contact your LivePerson account manager for more details.

Register Your App

In order to use your app with your LiveEngage account, you need to register it. The steps below are mandatory to receive push-call notifications on iOS.

Register your App ID

  • Login to your LiveEngage account as Account Admin
  • Open Campaigns tab
  • Select Datasources label below the campaigns list

Data Sources

  • Select APP tab
  • Under Mobile App Management choose Manage

Data Sources Apps

  • Click + Add New

Data Sources Apps2

  • Choose [iOS] as Platform
  • Enter your app's Bundle ID prefixed with voip: in Mobile App name, for example: voip:com.mybrand.app. Adding the prefix is mandatory to receive VoIP calls.
  • Press Create app
  • Wait for a confirmation, then Close

Data Sources Apps3


Configure your App

  • Choose your app from the list
  • Click Edit when hovering

Data Sources Apps4

  1. Upload your Certificate file
  2. Upload your Key file
  3. Save changes

Data Sources Apps5 Note: If you followed the VoIP Example Setup, these are myvoipapp-certificate.pem and private-key myvoipapp-private-key-nopass.pem, respectively.

Your app registration is now complete.