Preparing your agent workstations

The workstations your agents use should have the most up-to-date version of one of the following supported web browsers (on a desktop or laptop computer using a Windows or Mac operating system):

• Chrome

• Firefox

Agents will place phone calls through the Blackbaud Guided Fundraising application. The phone calls happen directly through the computer’s web browser. Agents should have headsets connected to the computer to facilitate phone calling. You can use any type of headset that is compatible with the computers. The following types of headsets have been tested and are compatible with the dialing technology used for Blackbaud Guided Fundraising, so long as they are supported by your computers:

• USB headsets

• Bluetooth headsets

• Earbuds and other headsets that connect using the headphone jack

Blackbaud Guided Fundraising is a web-based fundraising solution that enables agents to communicate directly with prospects through multiple channels. To accomplish this, the agents’ workstations need to be able to access certain websites for the tool to work. Test this by going out to the following websites on each of the agent workstations.

• Primary Agent Site

  • guidedfundraising.blackbaud.com

• Phone calls (Twilio)

  • Twilio recommends you allow all outbound HTTPS traffic to any *.twilio.com subdomain.

  • For more information, see their network connectivity requirements help.

• Webex (used for screen sharing with support)

  • See more here: https://collaborationhelp.cisco.com/article/en-us/WBX264

If you see any type of content on each website, that confirms that the workstation should have appropriate access.

If any of the websites are not accessible from agent workstations, ask your IT team to allow access to the above domains.

If your IT team cannot enable access based on the domains above, they may need to allow list outbound and inbound access based on IP addresses. Allow listing based on domain name is preferred, but you can allow list outbound and inbound access for the following IP addresses if allow listing by domain is not possible.

• Blackbaud Guided Fundraising

  • 216.17.94.216

  • 64.18.206.170

• Webex (screen sharing for support)

  • See more here: https://collaborationhelp.cisco.com/article/en-us/WBX264

• Before placing calls, you can have agents run a call diagnostic. From the profile dropdown in the upper right, select the Run Call Diagnostic option to verify that the agent's connection is ready to make calls.

• If agents see errors while calling that indicate calls are not connecting or being dropped, run the Twilio Network Diagnostic test. This test can show areas in your network that might be failing during the calling process. If you see any failures, we recommend you connect with your IT team to review. You can also send screenshots of the logs to Blackbaud Customer Support.

• During the calling workflow, if agents have an issue we recommend they use the Report an issue with the call link. The agents select which type of issue they're having, such as "Prospect could not hear me," and then enter as many details as they can to help Blackbaud engineering troubleshoot the problem. The information provided by the agents encountering the issue will help uncover and resolve issues that occur during the calling workflow.