Desktop
The desktop review
One screen, WSS, assist, WEM on the desktop, and the desk the PDF will support.
Agent Desktop Plus ยท advanced ยท 12 min full read
A desktop review is short: one screen, WSS through the proxy, TLS 1.2, the schedule visible, text not blocked, USB headset, supported path, Efficiency Mode off, and the bandwidth rows added up. Each line is from the product page or the PDF.
- Run the desktop review
- Escalate one-way audio to the network track
If those pass and audio is still one-way, you are in NAT and firewall territory, which is the SIP track. The desktop is no longer the prime suspect.
Then hand the ticket to the network track.
Tick the review
Seven checks on one workstation.
- Screen
- WSS
- TLS
- Schedule
- Text
- Headset and path
- Budget
Either the desk is clean or you have a named defect.
- One-way audio next stop? NAT and SIP.
- Efficiency Mode? Desktop review.
- WSS? Desktop review.
- Skip the schedule? You will mis-count people.
- Agent Desktop. vendor. last checked 2026-10.
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- IANA service names and port numbers. ports. last checked 2026-10.
- RFC 3261, SIP: Session Initiation Protocol. rfc. last checked 2026-10.
- RFC 8446, TLS 1.3. rfc. last checked 2026-10.
- RFC 6455, The WebSocket Protocol. rfc. last checked 2026-10.
- RFC 1918, private internet addresses. rfc. last checked 2026-10.
- RFC 4787, NAT behavior for UDP. rfc. last checked 2026-10.
Glossary. Call variable: Reportable only after the edit permission and the reporting flag. Not historical. Call variables for reporting
Sister technologies. Verint. Named on the WEM page as a partnership. Not a synonym for native WEM. Workforce engagement management
Config. Seven checks on one workstation.
Troubleshooting. Voice is fine, pop is empty, a proxy changed. Open WSS and retest the pop.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.