Avaya IP Agent features | Avaya 7 specification

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. This
	can be used to indicate
	when you notice a
	problem. This feature is
	only available when the
	event logging feature is
	enabled.

Avaya IP Agent features

To...	Press...

Display the Call menu for an incoming call	Alt + C

Display the Call History window	Alt + H

Display the Phone Directory window	Alt + D

Display the Search Public Directory window	Alt + S

Display online help	F1

142 Avaya IP Agent Installation and User Guide for Citrix

June 2007

Image 142

Avaya 7 manual Avaya IP Agent features

Contents

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