Avaya IP Agent Release 7.0 Installation and User Guide for Citrix Release 7.
© 2000-2007 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc.
Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Peripherals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 31 31 Installing Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using alternate user interfaces . . . . AutoAnswer interface . . . . . . . . Mini interface. . . . . . . . . . . . . Titlebar interface . . . . . . . . . . . Selecting an alternate interface. . . Steps . . . . . . . . . . . . . . . Accessing features . . . . . . . . . Returning to the main interface . . . Removing alternate user interfaces Renaming alternate user interfaces . . . . . . . . . .
Contents Dropping a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Transferring a call . . . . . . . . . . . . . . Before you begin. . . . . . . . . . . . . Basic call transfer . . . . . . . . . . . . Steps for a Basic Transfer. . . . . . Unsupervised call transfer . . . . . . . Steps for an Unsupervised Transfer Enhanced call transfer . . . . . . . . . Steps for an Enhanced Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Chapter 9: Screen pops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Creating a Windows application screen pop . . . . . . . . . . . . . . . . . . . . . . . Steps for creating an application screen pop . . . . . . . . . . . . . . . . . . . . . 96 96 Creating a DDE screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Steps for creating a DDE screen pop. . . . . . . . . . . . . . . . . . . . . . . . . .
Contents ACD Agent panel . . . . . . . Call Handling panel . . . . . . Call History panel . . . . . . . Call Information Display panel User Interface Options panel . External Number Format panel Event Logging panel . . . . . Voice Message Number panel Feature Access panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Preface This section contains the following topics: ● Purpose on page 9 ● Audience on page 9 ● Reasons for reissue on page 9 ● Related documents on page 10 Purpose This document, Avaya IP Agent Installation and User Guide for Citrix, includes information that you need to know in order to install and use Avaya IP Agent for Citrix Release 7 (IP Agent R7). It also provides information on IP Agent for Citrix R7 features, basic operation, and administrative tasks.
Preface Related documents The following documents can help you configure your Avaya communication server for use with Avaya IP Agent R7: 10 ● Administrator’s Guide for Avaya MultiVantage Software ● Administrator Guide for Avaya Communication Manager IP Agent R7 Installation and User Guide June 2007
Chapter 1: Introduction This chapter provides introductory and basic information about Avaya IP Agent. This chapter includes the following sections: ● What is Avaya IP Agent for Citrix? on page 11 ● Telecommuter configuration on page 14 ● Compatible telephone types for Avaya IP Agent on page 14 ● Network compatibility on page 16 What is Avaya IP Agent for Citrix? Avaya IP Agent is a software application with advanced telephony features for agents in a contact center.
Chapter 1: Introduction ● User-to-user information (UUI) screen pop enhancement - Using external applications, unique identifiers can be added to incoming calls. If your Avaya communication server has the correct features and configuration, these identifiers can be passed to Avaya IP Agent and used in screen pops for agents. Available configuration and supported communication servers ● Support of Avaya DEFINITY R10, MultiVantage, and Communication Manager systems.
What is Avaya IP Agent for Citrix? - Dynamic Data Exchange (DDE) "Execute" or "Poke" commands Usability features ● Clipboard dialing - Avaya IP Agent can be used to dial any number copied to the clipboard or, in most personal computer applications, used to dial a number that an agent highlights by right-clicking on the Avaya IP Agent icon in the System Tray. ● Enhanced Phone features - The Phone Features window includes adding, renaming, and deleting of folders.
Chapter 1: Introduction Telecommuter configuration Use the Telecommuter configuration in situations where a personal computer can make a dial-up or network connection to an Avaya communication server for the signaling (data) path and a voice path to a telephone sent through a Public Switched Telephone Network (PSTN) connection. The telephone can be an analog telephone, a cellular telephone, or an extension on a local or remote switch.
Compatible telephone types for Avaya IP Agent Supported telephone types Note: Note: When you change telephone types for a station, you must restart Avaya IP Agent for the change to take effect.
Chapter 1: Introduction Telephone model 6416D+ Communication platform DCP Additional features ● ● 6424D+ DCP 48-character display Expansion module available ● 48-character display Expansion module available ● 8403B DCP ● 48-character display 8405D / 8405D+ DCP ● 48-character display 8410D DCP ● 48-character display 8411D DCP ● 48-character display For this telephone set, you must disable the data port, which is true for all softphones ● 8434D DCP ● ● 80-character (2x40) display
Network compatibility The VPN solution provided by Avaya iClarity IP Audio only supports VPNs that use one-to-one IP address substitution. VPNs that use many-to-one IP address substitution cannot be used with Avaya IP Agent.
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Chapter 2: Configuring the Avaya communication server This section provides procedures and information on how to configure the following Avaya communication servers for use with Avaya IP Agent: ● Avaya communication servers with Communication Manager software ● Avaya communication servers with MultiVantage Software ● DEFINITY Enterprise Communication Server (ECS) R10 ● DEFINITY Business Communications Server (BCS) and Guestworks R10 Before agents can receive calls with Avaya IP Agent, the Avaya comm
Chapter 2: Configuring the Avaya communication server The following two circuit packs are used for remote agent connections over TCP/IP with Avaya IP Agent: ● Control LAN Circuit Pack (C-LAN) (TN799B or later) ● IP Media Processor This section contains the following topics: ● C-LAN circuit pack on page 20 ● IP Media Processor on page 20 ● Documentation on page 21 C-LAN circuit pack C-LAN is a packet port circuit pack for Avaya communication servers that provides TCP/IP connectivity to adjuncts fo
Validating Feature Access Codes Documentation For installation procedures and configuration information for the C-LAN and IP Media Processor circuit packs, see Administration for Network Connectivity for your Communication Manager, MultiVantage, or DEFINITY system. Validating Feature Access Codes This section provides the procedure for administering the Feature Access Codes (FACs) on an Avaya communication server.
Chapter 2: Configuring the Avaya communication server 2. Enter display dialplan to access the dial plan form and then ensure that the fac option is assigned in the dial plan. If the fac option is not assigned in the dial plan, your dial plan does not currently support Feature Access Codes. For more information on configuring your dial plan for Feature Access Codes, see the documentation for your Avaya communication server. 3. Enter display feature-access-codes to view the feature-access-codes form. 4.
Telecommuter configurations Ensuring compatibility In this procedure, you set features on your Avaya communication server so that Avaya IP Agent can be used in your call center. Before you begin The settings for IP connections can be enabled only if your Avaya communication server supports use of Internet Protocol (IP) for calls.
Chapter 2: Configuring the Avaya communication server 3. Ensure that the Maximum Concurrently Registered IP Stations field is set to a number greater than zero. This number represents the total number of IP stations that can be connected to the Avaya communication server at one time. IP stations can consist of Avaya IP Agent, Avaya IP Softphone, and IP telephone sets. 4. Navigate to Page 3 of the customer-options form. 5. Ensure that the IP Stations field is set to y. 6.
Telecommuter configurations Before you begin Before configuring station settings on the Avaya communication server, you should have completed the procedures in Ensuring compatibility on page 23 to verify that your Avaya communication server supports Avaya IP Agent and Feature Access Codes. To change settings on the Avaya communication server, you must have a user ID with the proper administrative permissions.
Chapter 2: Configuring the Avaya communication server Note: Note: In Telecommuter mode, Avaya IP Agent can take over the administration and functionality of a physical Digital Communication Protocol (DCP) telephone. The physical telephone must be one of those listed in Compatible telephone types for Avaya IP Agent on page 14. For DCP, the physical telephone is unusable while Avaya IP Agent is registered with its extension.
Telecommuter configurations ● permanent - Use this setting if the station has high call traffic or if it is set as an auto-answer station. 10. Ensure that the IP Emergency Calls field is set to the appropriate setting for your contact center. 11. If the Auto Answer field is set to All or ACD on the station or agent form, you must enable the Enable support for auto-answer feature in the Avaya IP Agent Program Options and then reboot.
Chapter 2: Configuring the Avaya communication server Prompting feature obtains information from a caller through a collect-digits vector step on the Avaya communication server. ! Important: Important: The 4600, 6400, and 607A1 telephone types do not have a physical Drop button; therefore, you must assign a drop function for each station to ensure proper operation of the Avaya IP Agent Drop feature.
Chapter 3: Installing Avaya IP Agent This section contains procedures and important information for installing and uninstalling Avaya IP Agent in a Microsoft Windows Terminal Services environment. Call centers that use Windows Terminal Services, Citrix MetaFrame XP, or Citrix Presentation Server can implement Avaya IP Agent to provide agents with enhanced call features and a computer telephone interface to their extension. Avaya IP Agent can be used only in the Telecommuter mode in this environment.
Chapter 3: Installing Avaya IP Agent ● Documentation in PDF format - Adobe Acrobat® Reader 5.0 or later is required to view.PDF documents. ● A readme.
Prerequisites RAM The following table provides the minimum memory requirements for the Windows Terminal Services edition of Avaya IP Agent: Server operating system Windows 2000 Server Windows 2000 Advanced Server Windows 2003 Server - Standard Edition Windows 2003 Server - Enterprise Edition Memory 128 MB Networking The desktop workstation must have one network (non-dialup) connection and one telephone connection (DCP or analog).
Chapter 3: Installing Avaya IP Agent Installing Avaya IP Agent This section provides information and procedures for installing Avaya IP Agent for Windows Terminal Services. Before you begin Read and understand the following items before attempting to install Avaya IP Agent for Windows Terminal Services: ● After you install Avaya IP Agent to each server, you must initialize the configuration for each user. ● Read the readme.
Installing Avaya IP Agent 7. If you want to install Avaya IP Agent in a folder other than the default, click the Browse button in the Destination Folder dialog box and select a new location. 8. When you are satisfied with the folder in which Avaya IP Agent will be installed, select the Next button. The installation program displays the Setup Type window. 9.
Chapter 3: Installing Avaya IP Agent 16. Select the Next button. The installation program displays the Start Copying Files window. This window displays the options that you selected. If you need to make any changes to the selections you made, select the Back button until you reach the necessary window. The install program begins copying files. When this process is complete, the View the Release Information File window is displayed. 17.
Uninstalling Avaya IP Agent The uninstall program removes: ● All installed Avaya IP Agent files, including all language versions ● Folders created by the Avaya IP Agent installation ● Log files created by Avaya IP Agent Steps for uninstalling Avaya IP Agent To uninstall the Avaya IP Agent application from Windows 2000 or Windows XP: 1. Close Avaya IP Agent if it is currently running. 2. In the Windows Control Panel, select Add/Remove Programs. Windows displays the Add/Remove Programs dialog box. 3.
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Chapter 4: Avaya IP Agent enhanced configuration options This section provides information and procedures for configuring advanced features in a contact center that uses Avaya IP Agent.
Chapter 4: Avaya IP Agent enhanced configuration options Administering the Avaya communication server for Emergency Call Handling See the documentation for your Avaya communication server for information on configuring the Emergency Call Handling feature. Administering Avaya IP Agent for Emergency Call Handling This section provides the procedure for configuring Avaya IP Agent to use the Emergency Call Handling Service.
Configuring the Emergency Call Handling Service 3. Select the Emergency tab. 4. Place a check mark in the Enable emergency call handling feature check box. 5. Select the location that will be sent through the Avaya communication server for calls placed to emergency services: ● Your extension number XXXXXXX - Select this option button if you want your extension number to be sent to emergency personnel. This selection is best used for those stations within the contact center.
Chapter 4: Avaya IP Agent enhanced configuration options Configuring Alternate Gatekeeper on Avaya communication servers Use the Alternate Gatekeeper feature when an IP Endpoint registers with an Avaya communication server. When Avaya IP Agent registers with an Avaya communication server, a C-LAN circuit pack IP address is sent to the IP Endpoint. If registration is successful, the Avaya communication server sends back the IP addresses of all C-LAN circuit packs defined in the same network region.
Configuring server load balancing across gatekeepers ! Important: Important: It is important that you use the network region feature to control which C-LAN circuit packs are available when one pack loses connectivity. Without proper region assignments for your C-LAN circuit packs, Avaya IP Agent could attempt to connect to a C-LAN circuit pack that has not been properly configured or is not intended for use with Avaya IP Agent.
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Chapter 5: Starting and Stopping Avaya IP Agent This chapter explains how to begin using Avaya IP Agent.
Chapter 5: Starting and Stopping Avaya IP Agent Initializing IP Endpoint configurations If you have performed a new installation of Avaya IP Agent for an IP Endpoint configuration, the Configuration Wizard is displayed when you first start Avaya IP Agent. The Configuration Wizard prompts you to enter the necessary configuration information for registering with an Avaya communication server. Steps To configure your installation of Avaya IP Agent to register with an Avaya communication server: 1.
Initializing IP Endpoint configurations ● Remember password for next login session - Place a check mark in this check box if you do not want to enter your password each time you register with the Avaya communication server. If you are concerned with the possibility of unauthorized persons assuming this identity, leave this check box blank. 6. Select the Next button. Avaya IP Agent displays the next window of the Configuration Wizard. 7.
Chapter 5: Starting and Stopping Avaya IP Agent 12. Read the text of this warning completely and select the I Agree button if you understand and agree to the conditions stated in this message. If you select the I Disagree button, the Configuration Wizard will exit or, for Windows Terminal Services, return to a previous Configuration Wizard window. After you select I Agree, Avaya IP Agent displays the next window of the Configuration Wizard. 13.
Registering with the Avaya communication server ● Telephone number - Select this option button if you want a telephone number other than your extension sent to emergency services. Specify the telephone number to send in the provided field. This selection must be compatible with the station definition on the Avaya communication server in the IP Emergency Calls field. Failure to use the same setting as the Avaya communication server will result in login failure for this extension. 15.
Chapter 5: Starting and Stopping Avaya IP Agent Setting default registration information The Settings button on the Login window can be used to configure more advanced features that are used with Avaya IP Agent and the Avaya communication server. For more information on these settings, see Login Settings dialog box on page 133. Steps for registering with an Avaya communication server To register with the Avaya communication server: 1. When you start Avaya IP Agent, the Login window is displayed.
Logging in as an agent (EAS) Logging in as an agent (EAS) After registering with the Avaya communication server, you can, as an extension, receive calls through Avaya IP Agent. However, to receive calls from a skill, you need to log in as an agent of that skill. This section provides the procedure for logging in to Avaya IP Agent as an agent. This procedure is for logging in to Avaya communication servers that use the Expert Agent Selection (EAS) feature.
Chapter 5: Starting and Stopping Avaya IP Agent Logging in as an agent (non-EAS) After registering with the Avaya communication server, you can, as an extension, receive calls through Avaya IP Agent. However, to receive calls from a split, you need to log in as an agent of that split. This section provides the procedure for logging in to splits through Avaya IP Agent. This procedure is for logging in to Avaya communication servers that do not have the Expert Agent Selection (EAS) feature.
Logging out of Avaya IP Agent 3. Select the Login option. Avaya IP Agent displays the Agent Login dialog box. 4. If your extension requires a password, enter the password for this split. If you are logging in to a split that consists of only one or two digits, you may be required to place one or more zeros in front of the split number. This is dependent on the configuration of your Avaya communication server. See the documentation for your Avaya communication server. 5. Select the Login button. 6.
Chapter 5: Starting and Stopping Avaya IP Agent Exiting Avaya IP Agent This section provides the procedure for exiting the Avaya IP Agent application. Steps To exit Avaya IP Agent and log out of the Avaya communication server: 1. After you have logged out as an agent, select File > Exit from the main window. The Avaya IP Agent main window closes and your extension is logged out of the Avaya communication server.
Using alternate user interfaces Note: Note: The procedures in this document are written for the default main window. You will not be able to exactly follow these procedures when you are using an alternate user interface. However, the Program Menu button on the right side of the interface allows you to access the most commonly used features in Avaya IP Agent. Also, the shortcut key combinations for Avaya IP Agent do not function while you use an alternate user interface.
Chapter 5: Starting and Stopping Avaya IP Agent Steps To select an alternate user interface. 1. From the Avaya IP Agent main window, select View > Alternate Interfaces. 2. From the branching menu, select the interface that you want to use: ● AutoAnswer ● Mini Interface ● Titlebar Avaya IP Agent displays the selected interface. Accessing features To access Avaya IP Agent features that are not represented by a button, click the Program Menu button on the far right side of the interface.
Using alternate user interfaces Note: Note: Avaya IP Agent cannot recreate these files once they have been deleted. Renaming alternate user interfaces If you want to change the name of an alternate user interface, rename the necessary file in the following directory: \Avaya\Avaya IP Agent\Skins Note: Note: Because the names of these menu items are derived from actual filenames, these items will appear in English for international versions of Avaya IP Agent.
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Chapter 6: Using VuStats The VuStats feature is used to pass contact center information from the Avaya communication server to a display on a station or extension. Supervisors and agents use this feature to monitor contact center activity and statistics. The VuStats window of Avaya IP Agent displays any VuStats buttons that have been assigned to the extension by the communication server administrator.
Chapter 6: Using VuStats Definitions and reference material for the VuStats fields on the forms of the Avaya communication server can be found in the Administrator's Guide for your Avaya communication server. Viewing a single set of VuStats information in Avaya IP Agent This section provides the procedure for displaying a single set of VuStats information in the Phone Display panel of the Avaya IP Agent main window.
Adjusting intervals for monitoring VuStats 2. Select the VuStats information to view by double-clicking the associated entry in the Phone Features window. Avaya IP Agent displays the selected VuStats information in the Phone Display toolbar of the main window.
Chapter 6: Using VuStats Steps To change the periods of time used in the VuStats Monitor window: 1. Start the VuStats Monitor. 2. Click the Refresh Rate button on the toolbar of the VuStats Monitor window. Avaya IP Agent displays a menu with the following time intervals: ● 10 seconds ● 20 seconds ● 30 seconds ● 60 seconds ● 120 seconds 3. Select the interval that should pass before focus is changed from the last line of display to the first line. 4.
Chapter 7: Avaya IP Agent basic operations This chapter contains information on the basic operations of Avaya IP Agent.
Chapter 7: Avaya IP Agent basic operations ACW (After-Call Work) Agents use this work mode to indicate that tasks related to the previous call are being performed. This button is not usually used in conjunction with the Auto-In feature because agents with the Auto-In feature are made available for a new call when the current call is completed. This work mode can be selected while the agent is on an active call. The change will not occur until the current call is finished and released.
Handling incoming calls Handling incoming calls This section describes those functions that you will be using every day when you receive an incoming call at your station, including answering a call and holding a call. This section includes the following topics: ● Answering a call on page 63 ● Holding a call on page 65 ● Releasing a call on page 66 ● Dropping a call on page 67 Answering a call Answering a call depends on how the Avaya communication server and the network are administered.
Chapter 7: Avaya IP Agent basic operations 2. After the call is completed and the calling party disconnects from the call, or after the agent selects Release for that call, the agent should hang up the telephone if no more calls are ringing on the Avaya IP Agent screen. 3. If there is another incoming call indicated on the screen, the agent should not hang up the telephone, but select the Answer button for the new call appearance on the Avaya IP Agent screen. The agent is then connected to the new call.
Holding a call Holding a call You can put a call on hold by using either the Auto Hold or Manual Hold feature. When a call is on hold, the text on the button for the associated Call Information Panel (CIP) changes to Reconnect. Hold button Reconnect button Using Manual Hold To perform a Manual Hold, select the Hold button on the Phone Button toolbar. Place a call on hold by pressing the Hold button on the telephone, if it is so equipped.
Chapter 7: Avaya IP Agent basic operations Releasing a call There are different methods for releasing a call. These methods will work only if the Release feature has been administered for your station. Steps for releasing a call To release a call: 1. Do one of the following actions: ● While on an active call, select the Release button that is located on the Call Information Panel (CIP). You will not hear a dial tone after you select the Release button.
Dropping a call Dropping a call Use the Drop feature when you want to disconnect from a normal call or drop the last party added to a conference call. To drop a call, select the Drop button located on the Phone Button toolbar. You are then disconnected from the call and hear a dial tone.
Chapter 7: Avaya IP Agent basic operations Steps for a Basic Transfer To transfer a call using Basic Transfer: 1. While you are on an active call, select Call > Transfer > Basic Transfer from the menu bar. The current call is automatically put on hold, a new Call Information Panel (CIP) is displayed, and a dial tone is heard. 2. Using the keyboard or Dial Pad, enter the number of the party to receive the transferred call. 3.
Transferring a call Steps for an Unsupervised Transfer To transfer a call using Unsupervised Transfer: 1. While you are on an active call, select Call > Transfer > Unsupervised Transfer. Avaya IP Agent displays the Unsupervised Transfer dialog box. 2. In the available field, enter the number to receive the current call. 3. Select OK to transfer the call. Unlike the basic transfer, you do not have to select Transfer a second time to complete the transfer.
Chapter 7: Avaya IP Agent basic operations 3. Select the OK button. The caller is automatically put on hold, a new Call Information Panel (CIP) is displayed, a dial tone is heard, and Avaya IP Agent displays a confirmation dialog box. If you need to enter digits, such as answering prompts, use the number pad on the right side of this dialog box.
Conferencing calls Basic Conference Use the Basic Conference feature to connect multiple calls together so that all parties can communicate simultaneously. With this method, you use the numbers on the keyboard or the Dial Pad to enter the telephone numbers to conference together. Steps for using Basic Conference To conference a call using Basic Conference: 1. While you are active on a call, select Call > Conference > Basic Conference.
Chapter 7: Avaya IP Agent basic operations 3. When the second party answers, you can privately talk to the second party and then select Basic Conference again to initiate the conference call. You may initiate the conference when the number is entered, during the ringing state, or after the second party answers. One CIP is displayed in the main window, which displays CONFERENCE 2. indicating that a conference is active.
Conferencing calls Enhanced Conference Use the Enhanced Conference feature to connect multiple calls together by entering the extensions or telephone numbers through a dialog box and then adding them to an active call. Steps for using Enhanced Conference To add a party to a current call, perform the following steps: 1. While you are on an active call, select Call > Conference > Enhanced Conference. Avaya IP Agent displays the Enhanced Conference dialog box.
Chapter 7: Avaya IP Agent basic operations 3. Select the OK button. The current call is automatically placed on hold, a new CIP is displayed, a dial tone is heard, and Avaya IP Agent displays a confirmation dialog box. If you need to enter digits, such as answering prompts, use the number pad on the right side of this dialog box.
Handling outgoing calls Example: If you added three parties to the call, the CIP displays CONFERENCE 3. Any person on the conference call can hang up at any time. 1. To disconnect the last person added to the conference call, select the Drop button. 2. When the conference call is over, select the Release button. The CIP is removed from the main window. Handling outgoing calls There are several ways you can make the handling of outgoing calls more efficient.
Chapter 7: Avaya IP Agent basic operations This section includes the following topics: ● Recent Calls list on page 76 ● Using the Phone Directory on page 77 ● Administering and using Speed Dial on page 80 ● Abbreviated Dial button on page 82 Recent Calls list You can quickly dial or re-dial recent incoming or outgoing calls by using the Recent Calls list. Telephone numbers are not duplicated in the list, so if the last ten calls are to the same number, the number is displayed only once in the list.
Handling outgoing calls Steps for using the Recent Calls list To make a call using the Recent Calls list: 1. Select the down arrow next to the Call History button. Avaya IP Agent displays a list of previously dialed and received numbers. 2. Select the number you want Avaya IP Agent to dial. A call appearance is created and the selected telephone number is dialed. Using the Phone Directory The Phone Directory feature stores contact information that you provide.
Chapter 7: Avaya IP Agent basic operations Menu bar The following is a list of menus and menu items available for the Phone Directory window: File ● New - This item displays the Properties dialog and allows entry of a new contact. ● Import - Text File (Comma Separated Values) - This item allows you to import a .CSV file containing contacts and their associated information. ● Export - This item exports the Phone Directory to a comma-separated value file (.
Handling outgoing calls ● Delete - Delete the selected contact. ● Properties - View all information for the selected contact. ● Categories - Add, delete, or modify the categories defined in the Phone Directory. ● Field Organizer - Organize the fields displayed in the Phone Directory. View Use this menu to determine how the entries appear in the Phone Directory window. These items are similar to those used in Windows Explorer: Large Icons, Small Icons, List, and Details (default).
Chapter 7: Avaya IP Agent basic operations ● Categories - Select this button to display a list of all categories defined in the Phone Directory and to filter the existing contacts. Selecting one of the categories in this list results in only those contacts assigned to that category remaining visible.
Handling outgoing calls Steps for assigning a Speed Dial number To assign a telephone number in the Phone Directory to the Speed Dial list: 1. In the Avaya IP Agent main window, select Tools > Phone Directory. Avaya IP Agent displays the Phone Directory dialog box. 2. If... Then... You are creating a new entry Select File > New... from the menu bar. You are editing an entry Highlight the entry and select Edit > Properties from the menu bar. Avaya IP Agent displays the Properties dialog box. 3.
Chapter 7: Avaya IP Agent basic operations Note: Note: If you want to assign this new entry to another function key, highlight it and use the up and down arrow icons in the dialog box to move the entry to a new location in the list. 6. When you are satisfied with the function key that this number has been assigned to, press the OK button. 7. In the Properties window, select the OK button to close it. Using a Speed Dial number To select a Speed Dial number: 1.
Handling outgoing calls Steps for using Abbreviated Dial To make a call using an Abbreviated Dial button: 1. Select Tools > Phone Features. Avaya IP Agent displays the Phone Features window. 2. In the Phone Features dialog box, select the Abbreviated Dial button associated with the number you want to dial. A call appearance is created and the selected telephone number is dialed.
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Chapter 8: Using a Public Directory with Avaya IP Agent This section provides information and procedures for the Search Public Directory feature of Avaya IP Agent. This feature provides access to corporate or public directory services which enable you to query those services by any defined field. The Search Public Directory feature is also called Search LDAP (Lightweight Directory Access Protocol). ! Important: Important: Avaya IP Agent does not support the enhancements available in LDAP v3.
Chapter 8: Using a Public Directory with Avaya IP Agent 2. From the menu bar of the Search Public Directory window, select File > Add Public Directory. Avaya IP Agent displays the Directory Properties window. 3. In the following fields, enter the necessary information: ● Description - Enter a name by which you will identify this Public Directory server. This field is required. ● Server Address - Enter the network domain or IP address of the Public Directory server. This field is required.
Searching a Public Directory Searching a Public Directory After a Public Directory service has been defined, a search against that database can now be performed. If a Public Directory service has not been defined, see Defining a Public Directory service on page 85. Steps for searching a Public Directory To search a Public Directory service: 1. In the Avaya IP Agent menu bar, select Tools > Search Public Directory. Avaya IP Agent displays the Search Public Directory dialog box. 2.
Chapter 8: Using a Public Directory with Avaya IP Agent 4. Click the Name field to view a list of available fields defined in this Public Directory service. Note: Note: If you have not connected previously to the Public Directory service, you must first run a query with the default settings. After this first query, all defined fields of the service will be available. 5. Select the field through which you want to conduct your search. The data field that you select appears as the label. 6.
Searching a Public Directory Tip: You can use an asterisk as a wildcard for a string. For example, entering the string, j*n, returns all names beginning with a J and ending with an N with one or more characters in between. This could include entries such as John, but also entries such as Joseph Brown. Tip: 7. Right-click on an entry in the set of resulting data. Avaya IP Agent displays a pop-up menu for the entry. 8. Select an action from the following table: If... Then...
Chapter 8: Using a Public Directory with Avaya IP Agent Selecting the fields to display and the order Avaya IP Agent allows you to select which fields from the Public Directory service will be displayed in the Search Public Directory window. Steps for displaying Public Directory fields To configure which Public Directory fields will be displayed in the Search Public Directory window after a query and in which order they will be displayed: 1.
Identifying multiple telephone number fields 4. After the necessary fields have been highlighted, select the right arrow button (>) to move the selected fields to the Show fields in this order list box. The left arrow button (<) will remove the highlighted field from the Show fields in this order list box. The double arrow buttons (<< and >>) will move all fields from one list box to the other. 5.
Chapter 8: Using a Public Directory with Avaya IP Agent 2. From the Search Public Directory window menu bar, select Edit > Select Phone Numbers.... Avaya IP Agent displays the Select Phone Numbers window. 3. In the Available Fields list box, highlight the field you want to add as another telephone number for the contact. You can highlight multiple fields in this list box by holding down the Ctrl key and clicking the cursor on each field name. 4.
Deleting a Public Directory service 3. Select the Public Directory service from the Directory Menu. The selected item from the menu is set as the active Public Directory service and the Directory Menu button displays its name. 4. Once again, click the Directory Menu button. Avaya IP Agent displays Directory Menu. 5. From the Directory Menu, select Remove. Avaya IP Agent deletes the active Public Directory service from Avaya IP Agent and sets the first remaining service as active.
Chapter 8: Using a Public Directory with Avaya IP Agent 94 Avaya IP Agent Installation and User Guide for Citrix June 2007
Chapter 9: Screen pops Screen pops are used to start an application or interface when an incoming call is received by Avaya IP Agent or when an outgoing call is placed. Screen pops are most useful for the following actions: ● Starting an application so that the agent can enter customer or critical information regarding the call.
Chapter 9: Screen pops ● User-to-User Information (UUI) is a unique identifier that is added to an incoming call through an external application, such as Avaya ASAI. To pass UUI, the Avaya communication server must have the Display UUI Information feature enabled. Additionally, the UUI feature does not support user-defined languages. This feature is only available for incoming calls, and it requires that a uui-info button is administered for the extension receiving the call.
Creating a Windows application screen pop 5. Select the Next button. Avaya IP Agent displays the Screen Pops - Trigger window.
Chapter 9: Screen pops 6. Select the appropriate call condition from the following table: If... Then... This screen pop should be run for incoming calls Select one of the following options to indicate when it should start: ● Ringing - The screen pop starts when Avaya IP Agent receives an incoming call. ● Answered - The screen pop starts when an incoming call has been answered through the Avaya IP Agent interface or by picking up the handset in the Telecommuter configuration.
Creating a Windows application screen pop 8. Select the Next button. Avaya IP Agent displays the Screen Pop - Action window. 9. In the field provided, enter one of the following items: Note: ● A Uniform Resource Locator (URL) address - This refers to a Web page. This could also include CGI scripts, java scripts, or many other Web-enabled tools.
Chapter 9: Screen pops ● Start Time (%s) - Passes the time when the telephone call was received by Avaya IP Agent ● Date (%d) - Passes the current date when the telephone call is received by Avaya IP Agent You may also specify these parameters manually within the URL address string. 11. After entering the URL address or filename, select the Next button. 12. If you specified any parameters to be used in the Action window, you are presented with the Format Call Information window for each parameter.
Creating a DDE screen pop Creating a DDE screen pop This section provides the procedure for starting a DDE screen pop when Avaya IP Agent receives an incoming call or when an outgoing call is made. Steps for creating a DDE screen pop To create a DDE screen pop: 1. From the menu bar of the Avaya IP Agent window, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. Select File > New. Avaya IP Agent displays the Screen Pops wizard. 3.
Chapter 9: Screen pops 5. Select the appropriate call condition from the following table: If... Then... This screen pop should be run for incoming calls Select one of the following options to indicate when it should start: ● Ringing - The screen pop starts when Avaya IP Agent receives an incoming call. ● Answered - The screen pop starts when an incoming call has been answered through the Avaya IP Agent interface or by picking up the handset in the Telecommuter configuration.
Creating a DDE screen pop 7. Select the Next button. Avaya IP Agent displays the Action window. 8. In the Action window, enter the necessary DDE information for the following fields: ● Service - A string expression that identifies an application or DDE server that can participate in a DDE conversation. Usually, the application argument is the file name of a program for a Windows-based application. Do not specify the .
Chapter 9: Screen pops ● Caller Name (%n) - Passes the name of the other party on the call, if available ● Caller Number (%m) - Passes the telephone number of the other party on the call, if available ● Prompted Digits (%p) - Passes the digits the caller selected while being processed through a vector, if available.
Setting the active screen pop 14. Select the Finish button. Avaya IP Agent saves this screen pop and displays it in the Screen Pops window. Setting the active screen pop This section provides the procedure for specifying which screen pop will be set as the one used for incoming or outgoing calls. Steps for setting an active screen pop To set the active screen pop: 1. From the Avaya IP Agent main window menu bar, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2.
Chapter 9: Screen pops Modifying a screen pop This section provides the procedure for modifying a screen pop that has already been created. Steps for modifying a screen pop To modify a screen pop: 1. From the Avaya IP Agent main window menu bar, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. Choose the screen pop that you want to modify and double-click it. Avaya IP Agent opens the Screen Pops wizard and populates it with the data configured for this screen pop. 3.
Deleting a screen pop Deleting a screen pop This section provides the procedure for deleting a screen pop from Avaya IP Agent. Note: Note: Deletion of a screen pop cannot be undone. Steps for deleting a screen pop To delete a screen pop: 1. From the Avaya IP Agent main window menu bar, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. Highlight the screen pop to be deleted by clicking on it. 3. From the menu bar, select Edit > Delete. The selected screen pop is deleted. 4.
Chapter 9: Screen pops 108 Avaya IP Agent Installation and User Guide for Citrix June 2007
Chapter 10: Dialog Reference This section provides descriptions of the graphical interfaces used in Avaya IP Agent and their basic functionality. Only those interfaces not described through other sections of this document are described here.
Chapter 10: Dialog Reference ● Edit menu on page 111 ● Call menu on page 112 ● View menu on page 113 ● Agent menu on page 114 ● Tools menu on page 115 ● Audio menu on page 116 ● Help menu on page 117 File menu The following items are available on the File menu: 110 ● Station Login, Station Logout - These items appear as the first item in this menu. They are used for logging the station or agent in and out of the Avaya communication server.
Main window and menus Note: When exporting and importing settings, most name changes to features in the Phone Features or Personal Phone Features windows are made on a per extension basis. To ensure that name changes are made for all extensions, right-click on the feature and select the Rename (All Extensions) item from the resulting menu. Note: Exported settings are platform-dependent.
Chapter 10: Dialog Reference ● Paste - Retrieves the last item placed on the Windows clipboard from any Windows application such as Notepad or Word and places it in the Number field. Call menu The Call menu is available only when a call is made or received. The following items are available on the Call menu: ● Release - Terminates an active call. ● Drop - Disconnects from a call without requiring you to hang up the handset, turn off the speakerphone, or press the switch hook.
Main window and menus ● Conference - Adds other parties to a call. There are two different types of conferences available. The following types of call conferencing are available with Avaya IP Agent: - Basic Conference - Select Conference which displays another call appearance. Dial the number of the party to add to the conference through the keyboard or the Dial Pad, announce the conference to the new party, and select Conference again to add the new party.
Chapter 10: Dialog Reference ● Toolbars > Dial Number - Enabling this item displays the Dial Number toolbar, which provides a field for entering digits. It also contains the buttons used to access the Call History feature, the Phone Directory feature, the Dial Pad, and the Search Public Directory feature. ● Toolbars > Audio Control -This item is not supported for the Windows Terminal Services edition of Avaya IP Agent.
Main window and menus ● Agent Logout - This item enables you to log out so that calls are not routed to this extension. ● Auto-In Mode - This is an Automatic Call Distribution (ACD) work mode. Agents in the Auto-In mode are available to receive new calls upon completion of the current call. ● Manual-In Mode - This is an ACD work mode. Agents must use the Manual-In feature to re-enter the AVAIL (Available) work mode from the AUX (Auxiliary Work) work or the ACW (After Call Work) work mode.
Chapter 10: Dialog Reference ● Search Public Directory - Selecting this item displays the Search Public Directory window, which allows you to search Lightweight Directory Access Protocol (LDAP) servers by any field defined in the public directory. See Using a Public Directory with Avaya IP Agent on page 85 for more information. ● Screen Pops - Selecting this item displays the Screen Pops window, which lists all the screen pops that are defined on this personal computer.
Main window and menus Help menu The following items are available on the Help menu: ● Contents - Selecting this item displays the table of contents for Avaya IP Agent online help. ● About Avaya IP Agent - Selecting this item displays the About dialog box which provides product information for Avaya IP Agent. Toolbars This section provides descriptions and additional information on the toolbars of the Avaya IP Agent window.
Chapter 10: Dialog Reference To move a toolbar: 1. Move the mouse pointer on the far-left side of the toolbar until the mouse pointer changes its appearance to the resizing icon. 2. Click and hold the left mouse button. 3. Drag the toolbar to the necessary location. The toolbar will change positions as you move it over different areas of the main window. 4. When the toolbar is correctly positioned in its new location, release the left mouse button.
Main window and menus ● Speed-dial drop-down list ● Call History window ● Recent call drop-down list ● Search Public Directory window Agent toolbar The Agent toolbar provides buttons for agent login and logout, as well as agent work modes for Avaya communication servers with Expert Agent Selection (EAS). Note: Note: If multiple Auxiliary Work buttons with differing reason codes are assigned to this extension, an arrow is displayed to the right of the Aux Work button.
Chapter 10: Dialog Reference Headset toolbar The Headset toolbar contains a button used to toggle the headset or handset on and off hook. Note: If this station has been set as a 606A1 phone type on the Avaya communication server, this button may not function properly in the Telecommuter configuration. Note: Information panels This section contains descriptions and information on the areas of the main window that display information to the user.
Main window and menus Agent Information Panel Avaya IP Agent displays the Agent Information Panel when agent status information is available and no calls are currently active. If you are logged in as an agent, the status information also includes the current agent work mode. Phone Display Panel The Phone Display Panel is a 40-character display that is located above the Status Bar.
Chapter 10: Dialog Reference Avaya IP Agent System Tray icon dialing item Call handling with the System Tray icon The Avaya IP Agent System Tray icon can also be used to access common telephone functionality, such as placing a call on Hold. To use the capability, you must be on a call when you right-click the System Tray icon. Avaya IP Agent option dialogs Use the Program Options dialog box to configure the many feature areas of Avaya IP Agent. Select Tools > Program Options...
Avaya IP Agent option dialogs ● Call Handling panel on page 125 ● Call History panel on page 126 ● Call Information Display panel on page 127 ● User Interface Options panel on page 128 ● External Number Format panel on page 129 ● Event Logging panel on page 130 ● Voice Message Number panel on page 131 ● Feature Access panel on page 132 General Settings panel The General Settings panel contains the following items: ● Enable automatic login - When this check box is enabled, Avaya IP Agent a
Chapter 10: Dialog Reference ACD Agent panel The ACD Agent panel contains the following items: 124 ● Configure program for EAS agent support - When this check box is enabled, Avaya IP Agent supports the Expert Agent Selection (EAS) feature for Avaya communication servers. Otherwise, Avaya IP Agent supports a non-EAS environment. EAS environments use skills and non-EAS environments use splits.
Avaya IP Agent option dialogs Call Handling panel The Call Handling panel contains the following items: Note: ● Call Transfer - Use Basic Transfer - Selecting this option sets the default transfer mode to the basic method. ● Call Transfer - Use Unsupervised Transfer - Selecting this option sets the default transfer mode to the unsupervised method. ● Call Transfer - Use Enhanced Transfer - Selecting this option sets the default transfer mode to the enhanced method.
Chapter 10: Dialog Reference Call History panel The Call History panel contains the following items: 126 ● Log incoming calls - When this check box is enabled, Avaya IP Agent makes a record of all calls received at this station in the Call History log. ● Log outgoing calls - When this check box is enabled, Avaya IP Agent makes a record of all calls made from this station in the Call History log.
Avaya IP Agent option dialogs Call Information Display panel The Call Information Display panel contains the following items: ● Display call information on the title bar during a call - When this check box is enabled, Avaya IP Agent displays information about the active call in the title bar of the main window.
Chapter 10: Dialog Reference User Interface Options panel The User Interface Options panel contains the following items: 128 ● Always display the main window on top - When this check box is enabled, Avaya IP Agent always appears in the foreground of your Windows desktop, in front of all other application windows. ● Display tooltips for toolbars - When this check box is enabled, tooltips appear when the mouse cursor is placed over buttons on the toolbars of the main window.
Avaya IP Agent option dialogs External Number Format panel Note: The first three controls in this panel are automatically disabled if you have set your dialing properties for the United States. The controls are only available for those countries outside of the United States. Note: For countries outside the United States, information must be provided in this panel regarding the format of telephone numbers within the country.
Chapter 10: Dialog Reference Event Logging panel The Event Logging panel contains the following items: 130 ● Enable logging for IP Agent - When this check box is enabled, all associated program activity is recorded. Avaya support personnel use this information to determine the cause of any problems with Avaya IP Agent. ● View Log - Select this button to display the Avaya IP Agent log file. ● Monitor - Select this button to display the Events Monitor window.
Avaya IP Agent option dialogs Voice Message Number panel The options on this dialog determine what action is taken when you click the voice message icon in the System Tray. Note: This icon is displayed only when voice messages exist for an extension. Note: The Voice Message Number panel contains the following items: ● Do nothing - Avaya IP Agent does not initiate any action when you click the icon.
Chapter 10: Dialog Reference Feature Access panel ! Important: Important: In order for the Disable Modification feature to function properly, an administrative password must be set through the Set Password button. If a password is not set, the Disable Modification check box can have a check mark placed in it, but it cannot restrict users from modifying any options because a password must be used for validation.
Login Settings dialog box Note: The Event Logging panel is always available, even if you have restricted access to all features. In this manner, agents can activate logging without administrator intervention. You should need to record event logs only if they are requested by Avaya technical support personnel. Note: Login Settings dialog box Use the Login Settings dialog box to specify the necessary data for the Telecommuter configuration.
Chapter 10: Dialog Reference Login tab The Login tab of the Login Settings dialog box contains the following controls: 134 ● Extension - The extension number used in conjunction with Avaya IP Agent. ● Password - The numeric password associated with the specified extension number. ● Remember password for next login session - When this check box is enabled, the Login window retains the password used to register this extension number with the Avaya communication server.
Login Settings dialog box Call Server tab The Server tab of the Login Settings dialog box contains the following controls: ● Primary Server Address - This field contains the domain name or IP address of the Avaya communication server that this extension will connect to. ● Alternate Server Addresses - This list box is automatically populated after registration of the Avaya communication server, specified in the Primary Server Address field, completes successfully.
Chapter 10: Dialog Reference Audio tab The Audio tab of the Login Settings dialog box contains the following controls: 136 ● Road Warrior (Voice over IP) - This field is not supported for the Windows Terminal Services edition of Avaya IP Agent. ● Bandwidth Setting - This field is not supported for the Windows Terminal Services edition of Avaya IP Agent.
Login Settings dialog box Emergency tab The Emergency tab of the Login Settings dialog box contains the following controls: ● Enable Emergency Call Handling feature - When this check box is enabled, Avaya IP Agent notifies the Avaya communication server that this endpoint supports this feature and that emergency calls placed from this endpoint should transmit the specified telephone or extension number to emergency services.
Chapter 10: Dialog Reference Advanced tab The Advanced tab of the Login Settings dialog box contains the following controls: ● Choose from the following port range to communicate with the server - When this check box is enabled, Avaya iClarity IP Audio will use the port range that you specify in the associated fields. This feature is used to restrict the Avaya iClarity IP Audio to a limited range of ports with which to communicate through a network firewall.
Login Settings dialog box Prior to administering the audio port range values, you must set the IP network region with which the endpoint will be associated. See the documentation for your Avaya communication server for information on network regions. It is important that the intersection of the audio port ranges set for Avaya iClarity IP Audio and for the Avaya communication server overlap by at least 100 ports.
Chapter 10: Dialog Reference Volume and Ringer Settings dialog box The Volume and Ringer Settings dialog box contains the following applicable items: Ringer Note: 140 ● Volume - Use this slider to adjust the volume of the sound that is played through your speakers or headset that occurs when you receive an incoming call. ● Mute - Enable this check box to eliminate any sound that indicates an incoming call.
Appendix A: Shortcut keys This section contains quick reference information for shortcut keys. Shortcut keys refer to key combinations that you can use to invoke a particular command. For example, to place a call on hold, you can press Ctrl + H. Some of the most commonly used shortcut keys are shown in this section. In order for shortcut keys to work as documented, the Avaya IP Agent window must have focus as the current application.
Appendix A: Shortcut keys Agent features To... Press... Log in Ctrl + Ins Log out Ctrl + Del Change to After Call Work (ACW) mode Ctrl + W Change to Auxiliary Work (AUX) mode Ctrl + A Change Available mode assignment to automatic (Auto-In) Ctrl + I Change Available mode assignment to manual (Manual-In) Ctrl + M Request supervisor assistance (Assist) Ctrl + S Mark an event log entry Ctrl + E Use this key combination to place an identifier on a line in the event log.
Shortcut key functions To... Press... Exit Avaya IP Agent or close the current active window Alt + F4 View the Properties of the selected item in the Search Public Directory, Screen Pops, or Phone Directory windows. Alt + Enter Windows features To... Press...
Appendix A: Shortcut keys 144 Avaya IP Agent Installation and User Guide for Citrix June 2007
Appendix B: Language support This section contains quick reference information for supported languages. Untranslated components The following Avaya IP Agent components are provided only in English: ● Installation ● Event log ● Avaya IP Agent internal files ● Shortcut keys ● readme.
Appendix B: Language support The English version of Avaya IP Agent can be installed on supported operating systems using the languages specified above. Other language versions of Avaya IP Agent can be installed only on supported operating systems using that language. For example, the German version of Avaya IP Agent can be installed only on supported operating systems using German.
Appendix C: Troubleshooting This section contains information used for troubleshooting problems with Avaya IP Agent.
Appendix C: Troubleshooting Login This section lists those problems associated with registering with the Avaya communication server and logging in as an agent. 148 Problem What to do Cannot register with the Avaya communication server. Check for a valid configuration: ● Avaya IP Agent has limited support for firewalls and Virtual Private Networks (VPN). See Advanced tab on page 138 for more information on configuring Avaya IP Agent for use with VPNs.
Login Problem What to do The agent does not seem to be logged in because all of the icons are still disabled. Verify the following configuration items: ● On the Avaya communication server, verify that the station has the following work mode features assigned to buttons. If these buttons are not assigned to the station, Avaya IP Agent cannot enable the work modes on Agent toolbar: - Auto-in or Manual-in - After Call Work (ACW) (optional) - Auxiliary Work (AUX).
Appendix C: Troubleshooting Making and receiving calls This section lists problems that are associated with placing outgoing calls and receiving incoming ACD calls through Avaya IP Agent. Problem What to do Agents cannot place calls. ● ● ● 150 Avaya IP Agent Installation and User Guide for Citrix Ensure that the agent is logged in. Check the Windows Dialing Properties to rule out improper number formatting.
Making and receiving calls Problem What to do Picking up the handset does not automatically answer the incoming call displayed in the Avaya IP Agent window. ● ● ● The Avaya IP Agent main window does not display that a call is incoming until the second or third ring. The main window is very slow in displaying the Call Information Panel for an incoming call. ● ● ● Avaya IP Agent Installation and User Guide for Citrix Ensure that the Service Link Mode: for the station is set to as-needed.
Appendix C: Troubleshooting Other This section lists general problems that one might encounter with Avaya IP Agent. Problem What to do Collected digit information is not displayed. ● ● 152 You must have a callr-info button assigned for non-Callmaster telephones so that collected digit information is displayed. Buttons are configured for extensions through the change station command on the Avaya communication server. Ensure that VuStats is deactivated.
Other Problem What to do Avaya IP Agent is reacting slowly. The Event Logging feature of Avaya IP Agent can inhibit product performance. If you are not working with Avaya support personnel to solve a problem with Avaya IP Agent, this feature should be disabled. The settings for one Avaya IP Agent installation were exported, but the import did not seem to work on another installation.
Appendix C: Troubleshooting Problem What to do The folders in the Phone Features window are not in the appropriate language. This problem occurs when multiple languages are installed for Avaya IP Agent. When first opened, the Phone Features window displays the names of the folders in the language version of Avaya IP Agent that is currently running. However, if you change to a different language version, the folders in this window retain the language used when the window was first opened.
Glossary Abbreviated Dial Feature Allows the agent to store telephone numbers, that the agent selects, for quicker and easier dialing by selecting a single button. Each number can be a complete or partial telephone number, an extension number, or a trunk or feature code. ACD See Automatic Call Distribution (ACD). Active Call A call appearance state where the voice (talk) path between two parties has been connected. ACW See After Call Work (ACW).
Assist Assist Allows an agent to request assistance (whether on an active ACD call or not) from the split or skill supervisor by pressing the Assist button or by putting the call on hold and dialing the Assist feature access code, followed by the split group number. The agent must be logged into the split or skill. Auto-answer An Avaya communication server feature where calls directed to an agent are connected without any action required on the part of the agent.
DDE Basic Conference A mode of joining multiple parties to the same call. Up to five parties can be added, for a total of six on a call. The agent selects Conference, dials the number through the keyboard, talks to the party, and selects Conference again. See also Enhanced Conference. Basic Transfer A transfer mode that sends the current call to another telephone number or extension. The agent remains on the line until the call is answered and can announce the call.
DEFINITY ECS DEFINITY ECS DEFINITY Enterprise Communications Server (ECS). The DEFINITY ECS is a telecommunications system that routes voice and data information between various endpoints, such as telephones, terminals, and computers. It provides highly robust networking capabilities and includes an extensive set of standard features, such as Attendant Consoles, Voice Processing Interface, Call Coverage, DS1/E1 Connectivity, Hospitality Support, Recorded Announcement, and Trunk-to-Trunk Transfer.
Installation folder Enhanced Conference A feature that allows you to add up to six telephone numbers to a call. See also Basic Conference. Enhanced Transfer A transfer option that sends the present call to another phone number or extension. See also Basic Transfer and Unsupervised Transfer.
Internet Protocol address (IP address) Internet Protocol address (IP address) A unique, 32-bit (4-byte) number that identifies a computer on a TCP/IP network and is used in the transmission and delivery of data packets. An IP address is represented in four, 8-bit (1 byte) values, separated by periods. For example, 128.10.10.1. From left to right, each byte represents greater detail about the logical location within the network. IP Address See Internet Protocol address (IP address).
Station Login On-Hook The voice path to your telephone is inactive. Phone display A 40-character display that is located in the status bar of the Avaya IP Agent main window. This display area receives information from the Avaya communication server so that you can see call and non-call related information, such as call prompted digits and VuStats. Prompted digits One or more numbers entered by a caller that indicate responses to automated questions posed when the call first enters the contact center.
Switch Switch A private call-handling system providing voice-only or voice and data communications services, including access to public and private networks, for a group of terminals within a premises. See also Communication server. System Tray The area of the Windows task bar where applications can display an icon for simplified access to special features. Avaya IP Agent displays an icon in the System Tray.
Zip Tone Voice-over-Internet Protocol (VoIP) A technology where speech is converted to a digital signal and transmitted through Internet Protocol packets over the Internet or an intranet. VuStats An Avaya communication server feature that displays contact center activity and information on the display of a telephone set. For Avaya IP Agent, this information can be viewed in the status bar of the main window and the VuStats Monitor window.
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Index Index Call History . . . . . . Conference . . . . . . Dial Pad . . . . . . . Drop . . . . . . . . . Hold . . . . . . . . . Login . . . . . . . . . Logout . . . . . . . . Phone Directory . . . . Release . . . . . . . Search Public Directory Speed Dial . . . . . . Transfer . . . . . . . A abbreviated dialing . . . . . . . . . . . ACD Agent settings . . . . . . . . . . ACW work mode . . . . . . . . . . . . agent login (EAS) . . . . . . . . . . . . . login (non-EAS) . . . . . . . . . . logout . . . . .
Index Avaya communication server, overview Feature Access Codes . . . . . . . . Road Warrior and Telecommuter . . . CPU requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 21 24 30 D Dial Number toolbar . . . . . . Dialog Reference . . . . . . . Drop button . . . . . . . . . . Dynamic Data Exchange (DDE) Screen Pops . . . . . . . . . . . . . . . . . . 118 . . . . . . . . . . 109 . . . . . . . . . . 67 . . . . . . . . 95, 101 Edit menu item . . . . . . . .
Index Phone Directory Public Directory . recent calls list . speed dial list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 87 76 80 P Phone Buttons toolbar . . . . . . . . . . . . Phone Directory . . . . . . . . . . . . . . . Phone Display Panel . . . . . . . . . . . . . VuStats . . . . . . . . . . . . . . . . . Phone features toolbar . . . . . . . . . . . . port administration . . . . . . . . . . . .
Index login . . . . . . . . . . . . . . . . . . . . . . 148 other . . . . . . . . . . . . . . . . . . . . . . 152 registering with server . . . . . . . . . . . . . . 148 U Unsupervised Transfer . . . . . . . . . . . . . . . 68 User Interface Options . . . . . . . . . . . . . . . 128 user interfaces, alternate . . . . . . . . . . . . . . 52 V View menu item . . . . . . . . Voice Message Number . . . . Voice-over-IP (VoIP) Volume and Ringer Settings . Volume and Ringer Settings . . VPN settings . . . . . .
