Introduction, What is Avaya IP Agent for Citrix? | Avaya 7 instruction

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. Agents can use it to work in the following methods

●On-site at the contact center

●Off-site using analog connections over a Public Switched Telephone Network (PSTN)

●Through Windows Terminal Services.

The advanced telephony features are controlled by Avaya IP Agent through its direct communication with an Avaya communication server.

Agents who are not located at the call center can connect to the Avaya communication server in the contact center and receive calls as if they were present at their contact center workstation. For example, if an agent cannot travel to the contact center because of transportation problems or weather conditions, the agent can still take calls by using Avaya IP Agent to connect to the Avaya communication server.

Avaya IP Agent features for Citrix

The following is a list of the features for Avaya IP Agent on Citrix:

●Windows Terminal Services compatibility - Those call centers that use Windows Terminal Services can now use a special edition of Avaya IP Agent to facilitate usage of the Telecommuter configuration in that environment.

Avaya IP Agent Installation and User Guide for Citrix

June 2007 11

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Avaya 7 manual Introduction, What is Avaya IP Agent for Citrix?, Avaya IP Agent features for Citrix

Contents

Avaya IP Agent Release Installation and User Guide for Citrix Compas Contents Contents Contents Contents Contents Contents Audience Reasons for reissuePreface Purpose Related documents Introduction What is Avaya IP Agent for Citrix?Avaya IP Agent features for Citrix Available configuration and supported communication servers Usability features Compatible telephone types for Avaya IP Agent Telecommuter configurationWhat you need to know about the Telecommuter configuration Supported telephone types Telephone model Communication Additional features Platform Recommended telephone types Network compatibility Network compatibility Page Required Avaya communication server circuit packs Configuring the Avaya communication server IP Media Processor LAN circuit pack Before you begin Validating Feature Access CodesSteps for validating Feature Access Codes Documentation Telecommuter configurations Before you begin Steps for ensuring Telecommuter station settingsEnsuring compatibility Configuring station settings Steps for configuring Telecommuter station settings Set the Multimedia Mode field to enhanced Telecommuter configurations Configuring the Avaya communication server Prerequisites Installing Avaya IP AgentSoftware download package contents Hard disk space Avaya communication serverServer hardware Processor Server operating system Memory Server softwareNetworking Peripherals Installing Avaya IP Agent Installing Avaya IP Agent Introduction Reinstalling Avaya IP AgentUninstalling Avaya IP Agent Steps for uninstalling Avaya IP Agent Page Configuring the Emergency Call Handling Service Avaya IP Agent enhanced configuration options Steps Administering Avaya IP Agent for Emergency Call Handling Select the Emergency tab Tip Configuring server load balancing across gatekeepersAlternate Gatekeeper configuration Load Balancing configuration Load Balancing documentation Page Select Programs Avaya Select Avaya IP Agent language Starting and Stopping Avaya IP AgentStarting Avaya IP Agent Steps for starting Avaya IP Agent Select the Log into Avaya call server option Initializing IP Endpoint configurationsSteps Initializing IP Endpoint configurations Starting and Stopping Avaya IP Agent Registering with the Avaya communication server Steps for registering with an Avaya communication server Setting default registration information Steps for logging in EAS Logging in as an agent EAS Select Tools Program Options Logging in as an agent non-EASSteps for logging in non-EAS Logging out of Avaya IP Agent Exiting Avaya IP Agent Using alternate user interfaces Selecting an alternate interface AutoAnswer interfaceMini interface Titlebar interface AutoAnswer Mini Interface Titlebar Accessing featuresReturning to the main interface Removing alternate user interfaces Renaming alternate user interfaces Page Configuration Using VuStats Using VuStats Adjusting intervals for monitoring VuStats Start the VuStats Monitor Auto-In and Manual-In Selecting an agent work modeAvaya IP Agent basic operations Definitions of agent work modes AUX Auxiliary Work Changing work modesACW After-Call Work Answering a call Handling incoming calls Steps for answering Telecommuter Auto-Answer calls Configuration settings for Telecommuter Auto-AnswerTelecommuter Auto-Answer Holding a call Using Manual HoldUsing Auto Hold Reconnecting to a call on hold Steps for releasing a call Releasing a call Basic call transfer Dropping a callTransferring a call Steps for a Basic Transfer Unsupervised call transfer Steps for an Enhanced Transfer Enhanced call transferSteps for an Unsupervised Transfer Then Conferencing calls Basic Conference Steps for using Basic Conference Example Enhanced Conference Steps for using Enhanced Conference Then Handling outgoing calls Recent Calls list Steps for using the Recent Calls list Using the Phone Directory Edit Menu barFile Action ToolbarView More information Administering and using Speed DialPhone Directory window usage Steps for assigning a Speed Dial number Abbreviated Dial button Using a Speed Dial number Abbreviated Dial Autodial 51008 Steps for using Abbreviated DialSelect Tools Phone Features Page Steps for defining a Public Directory service Using a Public Directory with Avaya IP AgentDefining a Public Directory service Using a Public Directory with Avaya IP Agent Steps for searching a Public Directory Searching a Public Directory Using a Public Directory with Avaya IP Agent Agent Phone Directory Select Send EmailSelect Properties Select Add to Directory Steps for displaying Public Directory fields Selecting the fields to display and the order Steps for identifying telephone number fields Identifying multiple telephone number fields Steps for deleting a Public Directory service Deleting a Public Directory service From the Directory Menu, select Remove Page Before you begin Screen pops Steps for creating an application screen pop Creating a Windows application screen pop Creating a Windows application screen pop Then Creating a Windows application screen pop Screen pops Select the Dynamic Data Exchange DDE option button Creating a DDE screen popSteps for creating a DDE screen pop Then Creating a DDE screen pop Screen pops Steps for setting an active screen pop Setting the active screen pop Steps for modifying a screen pop Modifying a screen pop Steps for deleting a screen pop Deleting a screen popPage Menu bar Dialog ReferenceMain window and menus File menu Edit menu Call menu View menu Agent menu Tools menu Audio menu Toolbar locations ToolbarsHelp menu Dial Pad window Phone Directory window Phone buttons toolbarDial Number toolbar Call History window Phone features toolbarFeature button toolbar Agent toolbar Call Information Panel Information panelsHeadset toolbar Placing calls through the System Tray icon System Tray iconAgent Information Panel Phone Display Panel Call handling with the System Tray icon Avaya IP Agent option dialogs General Settings panel 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 Login Settings dialog box Login tab Call Server tab Audio tab Emergency tab Advanced tab Audio Port Range Administration Login Settings dialog box Ringer Volume and Ringer Settings dialog box Press Call featuresAppendix a Shortcut keys Shortcut key functions Avaya IP Agent features Agent features Windows features Page Supported languages for Avaya IP Agent Appendix B Language supportUntranslated components Appendix B Language support Filename Contents Appendix C TroubleshootingDiagnostic log files Support for auto-answer option LoginProblem What to do For auto-answer in the Program Options Automatic login option in the Program Making and receiving calls \Program Files\Avaya\ Avaya IP Agent Ensure that the Enable support for Trunk-Group definition form is set to Features windowService-provider Other Rename All Extensions option Phone Features or Personal PhoneSelect Tools Phone Features from Phone Features window Alternative solution possibilities Glossary Auto-In AUX modeAssist Auto-answer Call Information Basic ConferenceBasic Transfer Call appearance Dial Number toolbar Delimited text fileDial Pad Dial Number button Enhanced Feature AccessFeature button Installation folder Login ID LightweightDirectory Access Login Pstn On-Hook Phone display Prompted digits Dialing SwitchSystem Tray Tapi Assisted Windows Terminal Monitor windowPage Index Index EAS 138 ACW