Avaya 7 Available configuration and supported communication servers, Contact management features

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.

●Telecommuter configuration - Agents using an analog or Digital Communication Protocol (DCP) telephone can use the advanced call features provided by the Avaya communication server. For example, an agent working from home can use Avaya IP Agent and their home telephone to transfer calls, place calls on hold, change agent work mode, and do other call center activities.

Call and contact center features

●VuStats support - Avaya IP Agent can display multiple lines of VuStats information in the VuStats dialog box. You can use VuStats information to assist in complete monitoring of the contact center.

●Emergency Call Handling Service (E911) - With this feature, agents using IP Endpoints can use numbers that connect to emergency services, such as 911 in the United States. Only those emergency services in the Public Safety Answering Point area where the Avaya communication server is located can be reached. Agents or extensions in remote locations should not use this feature for emergencies.

●External Number Formatting - For international users, Avaya IP Agent allows you to define how many digits are present in telephone numbers outside the contact center.

Contact management features

●Call history - Avaya IP Agent records a complete call history of incoming and outgoing calls, even for those calls that were missed because where the caller does not leave a voice message.

●Telephone directory - Avaya IP Agent provides a customizable telephone directory that lists physical addresses, multiple telephone numbers, speed-dial numbers, e-mail addresses, and notes for each contact.

●Search Public Directory - With this feature, agents have the ability to search through public or company information using the Lightweight Directory Access Protocol (LDAP).

●Screen Pops - Screen Pops can be initiated when a call is received or placed. Avaya IP Agent provides agents with the ability to display Web pages, start applications, or retrieve and display caller information from a database. Screen pops are created using the Screen Pops Wizard, which guides you through their creation. A screen pop can consist of any process or application that can be initiated through one of the commands in the following list:

- Windows executable or registered file type activation

12 Avaya IP Agent Installation and User Guide for Citrix June 2007