The Associate Desktop FAQ

How do I change my password?

Click on your avatar and select Change Password. Then follow the directions on screen to complete the process.

I've forgotten my password. How do I reset it?

Using a web browser, enter your Associate Desktop URL. On the login screen, click on Forgot your password? to receive a password reset email. Follow the instructions in the email to complete the process.

How do I change my status?

Your status is displayed beside your avatar, just under your user name in the top-right corner of the Associate Desktop interface. Click on your current status to change it.

How do I change my avatar?

To change, delete, or set your avatar, click on your user name in the top-right corner of the Associate Desktop interface and select Set Avatar. Follow the directions on screen to complete the process. Your avatar is an image you selected to represent yourself to customers on their devices whenever they connect with you. Often, your avatar is a photograph of you, but it could also be another image.

How do I answer an incoming engagement?

When you receive a new incoming engagement, the Associate Desktop notifies you. The notification window shows you the caller details and includes the Answer icon. Click Answer to answer the engagement.

What's a meeting? And how do I start a meeting?

A meeting is an engagement that you initiate and to which you invite participants. Using the Associate Desktop, you can start a meeting immediately or you can schedule a meeting for some time in the future. From the Associate Desktop Welcome screen, click Meetings to get started.

How do I transfer an outside engagement with a customer to a Live Experience engagement?

Use a Live Experience meeting. From the Associate Desktop Welcome Screen, click Meetings to get started. If you are already exchanging emails or SMS messages with the customer, then send the meeting URL to the customer by email or SMS and wait for them to join.

If you are talking with the customer by telephone, you can get them into your meeting using a short code. Direct them to your Live Experience-enabled website or mobile app. You need to tell them how to get to the page that has the short-code scenario. When the customer gets to this page, tell them to select the widget. The widget generates a six-character short code, which they tell you over the phone, and which you enter into your meeting.

See How to Use Short Codes in Your Engagement Scenarios.

How do I use screen sharing?

Screen sharing is an optional feature. For you to share your screen, or for your customer to share their screen, the screen sharing feature needs to be enabled on the engagement scenario being used. For example, if your customer begins a call with you from a specific page on your website where screen sharing is enabled, then you'll be able to use the screen sharing feature. If the screen sharing button is grayed-out, it means that the feature is disabled.

If the screen sharing feature is enabled, click the Options icon in the Associate Desktop audio or video interface and then select Ask End User to Share Screen.

What's the difference between screen sharing and Co-browse?

Co-browse and screen sharing are similar. Both allow associates to see the customer's screen. Co-browse is a more advanced tool for screen sharing, allowing the associate to take control of the customer's pointer and keyboard. There are some limitations to using Co-browse. Live Experience can't record the screen being shared with Co-browse, and Co-browse doesn't work if the customer is using an Android or iOS device. Your administrator must configure a Co-browse account before you can enable it in your engagement scenarios.

How do I use the annotation feature?

The annotation feature is automatically available and enabled if you are in a video call or screen sharing call. Customers can also use the annotation feature. Your customers activate annotation by clicking or tapping the pencil icon on the widget. You activate annotation by clicking the pencil icon in the top-left corner of the video interface.

To make annotating video calls easier, you can temporarily freeze the video stream so that you can annotate on a still image. Freeze the video stream by clicking the camera icon to the right of the pencil icon.

How do I transfer an engagement to another associate?

There are two ways to transfer an engagement to another associate. The call transfer feature is an optional feature that allows you to transfer an audio engagement to another associate. For you to be able to transfer a call, the call transfer feature needs to be enabled by an administrator on the engagement scenario being used. For example, if your customer begins a call with you from a specific page on your website where call transfer is enabled, then you have the ability to transfer the call.

Note: The Live Experience call transfer feature doesn't give you a tool to notify the other associate beforehand that you are transferring a call to them.

If the call transfer feature is enabled, click the Options icon, and then select Transfer call. Search for an available associate and transfer the call.

The Add Associate feature is an optional feature that allows you to join another associate to your engagement, and then you can leave that engagement. When you leave an engagement to which you've added another associate, you effectively transfer the engagement to the remaining associate. For you to be able to add another associate to an ongoing engagement, the add associate feature needs to be enabled by an administrator on the engagement scenario being used. For example, if your customer begins a call with you from a specific page on your website where add participant is enabled, then you have the ability to add an associate.

Note: You can also use the add participant feature to transfer a call. When you transfer a call this way, you have an opportunity to talk to the new associate before you leave the engagement. You can even pause the customer so that you and the other associate can talk in private.

If the add associate feature is enabled, click the Options icon on the video or audio interface, and then select Add Associate. Search for an available associate and invite them to join your engagement.

How do I enable the recording feature for an engagement I'm on?

Your administrator configures engagement recording settings. You aren't able to turn the recording on or off. You know whether the engagement you are in is being recorded by the red recording icon at the top of the video or audio interface.

How do I look up an engagement I had? How do I play back a recorded engagement?

If your Live Experience account has the supervisor or administrator role, then you can use the Admin Console to search for past engagements. You can review details about the engagement, and if the engagement was recorded, you can play it back. See Search for Engagement Details and Recordings.

What do I need to use the Associate Desktop

See Live Experience System Requirements.

How is using the Associate Desktop on a mobile browser different?

The Associate Desktop is available on iOS and Android tablets and smart phones, using the Safari (on iOS or Android) or Google Chrome (on Android) web browsers.

When in a mobile browser, the Associate Desktop behaves a little differently than on a computer. When you are logged into the Associate Desktop and a call gets routed to you, you don't receive a push notification. You do hear a ringing sound if your device isn't silenced. This means that you don't see a visual indication of an incoming call. To answer an incoming call, you need to open your browser where you are logged into the Associate Desktop and tap the Answer icon.

If you are on a Live Experience call and you move the browser to the background or lock your device, the audio will continue to work for about five minutes. However, after five minutes of being in the background, the Associate Desktop becomes unresponsive, ending your call. You need to keep the browser in the foreground when you are on a Live Experience call.

The Associate Desktop becomes unresponsive after about five minutes in the background or when you lock your mobile device. To fix this issue, refresh the browser and log in again. To avoid this issue, do one of the following:

For Android, use the Oracle Mobile Associate app instead of a browser. See The Oracle Live Experience Mobile Associate.
Keep the browser in the foreground and do not lock your device for longer than five minutes when you are logged into the Associate Desktop.

How do I join a meeting that I scheduled for a future date?

You join a meeting from the Associate Desktop Welcome Screen. Start by clicking Meetings, then click Join. In the Join a Meeting window, enter the meeting code for your meeting. The meeting code is part of the meeting link you send to your customer by email or SMS. For example, if the meeting link you send your customer is https://live.oraclecloud.com/meetings/ABC123, then the meeting code is ABC123.