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Install
Login
Reconnecting to a call on hold
Telecommuter configuration
Reasons for reissue
Accessing features
Setting the active screen pop
Weight
Service-provider
Usability features
Page 144
Image 144
Appendix A: Shortcut keys
144
Avaya IP Agent Installation and User Guide for Citrix
June 2007
Page 143
Page 145
Page 144
Image 144
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Page 145
Contents
Release Installation and User Guide for Citrix
Avaya IP Agent
Compas
Contents
Contents
Contents
Contents
Contents
Contents
Reasons for reissue
Preface
Purpose
Audience
Related documents
What is Avaya IP Agent for Citrix?
Avaya IP Agent features for Citrix
Introduction
Available configuration and supported communication servers
Usability features
Telecommuter configuration
What you need to know about the Telecommuter configuration
Compatible 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
Validating Feature Access Codes
Steps for validating Feature Access Codes
Documentation
Before you begin
Telecommuter configurations
Steps for ensuring Telecommuter station settings
Ensuring compatibility
Before 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
Installing Avaya IP Agent
Software download package contents
Prerequisites
Avaya communication server
Server hardware
Processor
Hard disk space
Server software
Networking
Peripherals
Server operating system Memory
Installing Avaya IP Agent
Installing Avaya IP Agent
Reinstalling Avaya IP Agent
Uninstalling Avaya IP Agent
Introduction
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
Configuring server load balancing across gatekeepers
Alternate Gatekeeper configuration
Load Balancing configuration
Tip
Load Balancing documentation
Page
Starting and Stopping Avaya IP Agent
Starting Avaya IP Agent
Steps for starting Avaya IP Agent
Select Programs Avaya Select Avaya IP Agent language
Initializing IP Endpoint configurations
Steps
Select 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
Logging in as an agent non-EAS
Steps for logging in non-EAS
Select Tools Program Options
Logging out of Avaya IP Agent
Using alternate user interfaces
Exiting Avaya IP Agent
AutoAnswer interface
Mini interface
Titlebar interface
Selecting an alternate interface
Accessing features
Returning to the main interface
Removing alternate user interfaces
AutoAnswer Mini Interface Titlebar
Renaming alternate user interfaces
Page
Using VuStats
Configuration
Using VuStats
Adjusting intervals for monitoring VuStats
Start the VuStats Monitor
Selecting an agent work mode
Avaya IP Agent basic operations
Definitions of agent work modes
Auto-In and Manual-In
Changing work modes
ACW After-Call Work
AUX Auxiliary Work
Handling incoming calls
Answering a call
Configuration settings for Telecommuter Auto-Answer
Telecommuter Auto-Answer
Steps for answering Telecommuter Auto-Answer calls
Using Manual Hold
Using Auto Hold
Reconnecting to a call on hold
Holding a call
Releasing a call
Steps for releasing a call
Dropping a call
Transferring a call
Basic call transfer
Unsupervised call transfer
Steps for a Basic Transfer
Enhanced call transfer
Steps for an Unsupervised Transfer
Steps 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
Menu bar
File
Edit
Toolbar
View
Action
Administering and using Speed Dial
Phone Directory window usage
More information
Steps for assigning a Speed Dial number
Using a Speed Dial number
Abbreviated Dial button
Steps for using Abbreviated Dial
Select Tools Phone Features
Abbreviated Dial Autodial 51008
Page
Using a Public Directory with Avaya IP Agent
Defining a Public Directory service
Steps 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 Send Email
Select Properties
Select Add to Directory
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
Creating a DDE screen pop
Steps for creating a DDE screen pop
Select 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 pop
Page
Dialog Reference
Main window and menus
Menu bar
File menu
Edit menu
Call menu
View menu
Agent menu
Tools menu
Audio menu
Toolbars
Help menu
Toolbar locations
Phone buttons toolbar
Dial Number toolbar
Dial Pad window Phone Directory window
Phone features toolbar
Feature button toolbar
Agent toolbar
Call History window
Information panels
Headset toolbar
Call Information Panel
System Tray icon
Agent Information Panel
Phone Display 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
Call features
Appendix a Shortcut keys
Shortcut key functions
Press
Agent features
Avaya IP Agent features
Windows features
Page
Appendix B Language support
Untranslated components
Supported languages for Avaya IP Agent
Appendix B Language support
Appendix C Troubleshooting
Diagnostic log files
Filename Contents
Login
Problem What to do
Support 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
Features window
Service-provider
Other
Trunk-Group definition form is set to
Phone Features or Personal Phone
Select Tools Phone Features from
Phone Features window
Rename All Extensions option
Alternative solution possibilities
Glossary
AUX mode
Assist
Auto-answer
Auto-In
Basic Conference
Basic Transfer
Call appearance
Call Information
Delimited text file
Dial Pad
Dial Number button
Dial Number toolbar
Feature Access
Feature button
Installation folder
Enhanced
Lightweight
Directory Access
Login
Login ID
On-Hook Phone display Prompted digits
Pstn
Switch
System Tray
Tapi Assisted
Dialing
Monitor window
Windows Terminal
Page
Index
Index
EAS
138
ACW
Top
Page
Image
Contents