Symptom / Need

The user needs to complete the download or installation of wolkvox Agent or wolkvox Manager for it to work.

Context / Scenarios

• Security mechanism: The platform requires a temporary authorization code (Support ID) to validate that the request comes from an authorized operation, prevent unsupervised downloads on unmanaged devices, and correctly link the configuration.
• System requirements: The applications are available exclusively for the Windows operating system (versions 8.1, 10, or 11) with 64-bit architecture. The recommended default installation path is C:\ipdialbox.

Answer / Solution

Phase 1: Obtaining the Authorization Code (Support ID)

Scenario A: User with access to the "Support" button (Administrator / Authorized Profile)

1. Log in to wolkvox Manager (web or desktop version).
2. In the upper right corner of the interface, click on the “Support” button (help or question icon).
3. Complete the form with the required information (Operation, User, Name, Telephone, Email and Reason for report).
   Note: For Wolkvox Manager, specify a number of affected agents, even if it does not apply to the case.
4. Click on "Generate ID" to obtain the temporary authorization code (Support ID) and copy it.

Scenario B: User does NOT see the "Support" button (No administrator profile)

1. Contact the Account Administrator or your company's IT/Systems department.
2. The Administrator will log in to wolkvox with their credentials, click on the " Support " button and generate the authorization code (Support ID).
3. The Administrator will download the compressed file or provide the code to the end user to proceed.

Phase 2: Download and Run the Installer

1. Access the download page:
   • For wolkvox Agent (Agentbox): Go to the download URL https://partner.wolkvox.com/downloads?file=wolkvox-Agent.zip .
   • For wolkvox Manager: Go to the download URL https://partner.wolkvox.com/descargas?archivo=wolkvox-Manager.zip .
2. Authentication and download start:
   • Enter the NIT / ID of the operation and the Support ID generated in Phase 1 .
   • Click on "Sign In" to start the automatic download of the compressed file (wolkvox-Agent.zip or wolkvox-Manager.zip).
3. Extraction and Execution:
   • Extract the contents of the ZIP file to your downloads folder.
   • Run the extracted installer file and accept the Windows permissions.
   • Select the installer language and follow the instructions, leaving the default path C:\ipdialbox.
   • Leave the box checked to create a desktop shortcut and finish the process.

Local Block Resolution and Frequently Asked Questions

• "Access Blocked" error or permissions on the local computer:
  • If the operating system restricts the installation, the local IT department must run the installer file by selecting the "Run as Administrator" option and entering the computer or domain credentials.
  • If Windows SmartScreen stops the executable, right-click the .exe file, select Properties , check the Unblock box on the General tab, and click OK. For more information, see this article: https://helpcenter.wolkvox.com/wvx-agent/%C2%BFpor-que-aparece-la-advertencia-windows-protegio-su-pc-smartscreen-al-ejecutar-wolkvox-agent-agentbox-o-manager
  • Can I access the installer directly through the Wolkvox chatbot?: No. Due to security policies, the bot only provides download links after a valid Support ID has been entered.
  • What to do if the code expires: Codes have a limited validity period. If it expires, the administrator must click " Support " again to generate a new one.

Escalation to Support

If the account administrator encounters problems generating the code from the Support button, they can escalate the case to the Service Desk by attaching a screenshot of the user and the operation name.