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Avaya 7 Appendix A Shortcut keys, Avaya IP Agent Installation and User Guide for Citrix, June

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Avaya IP Agent Release Installation and User Guide for CitrixRelease June 2000-2007 Avaya Inc. All Rights Reserved http//support.avaya.com/ThirdPartyLicenseContents Avaya IP Agent Installation and User Guide for CitrixJune 2007 Contents 4 Avaya IP Agent Installation and User Guide for CitrixJune Steps Dropping a call Chapter 9 Screen pops ACD Agent panel Reasons for reissue Reasons for reissue on page Related documents on pagePreface PurposeRelated documents Administrator’s Guide for Avaya MultiVantage SoftwareAdministrator Guide for Avaya Communication Manager 10 IP Agent R7 Installation and User GuideWhat is Avaya IP Agent for Citrix? Avaya IP Agent features for CitrixWhat is Avaya IP Agent for Citrix? on page Telecommuter configuration on pageAvailable configuration and supported communication servers Call and contact center featuresContact management features Usability features Security and management featuresTelecommuter configuration What you need to know about the Telecommuter configurationCompatible telephone types for Avaya IP Agent Supported telephone types on page Recommended telephone types on pageSupported telephone types Additional featuresTelephone model CommunicationNetwork compatibility Recommended telephone typesAvaya IP Agent Installation and User Guide for Citrix Network compatibilityJune 2007 18 Avaya IP Agent Installation and User Guide for Citrix Chapter 1 IntroductionJune Chapter 2 Configuring the Avaya communication server Validating Feature Access Codes on pageTelecommuter configurations on page Required Avaya communication server circuit packsC-LAN circuit pack IP Media ProcessorC-LAN circuit pack on page IP Media Processor on page Documentation on pageValidating Feature Access Codes Steps for validating Feature Access CodesDocumentation Before you beginTelecommuter configurations Ensuring compatibility on page Configuring station settings on pageSteps for ensuring Telecommuter station settings Ensuring compatibilityBefore you begin 2. Enter display system-parameters customer-optionsConfiguring station settings Steps for configuring Telecommuter station settings Before you begin8. Set the Multimedia Mode field to enhanced 12. Navigate to Page 3 of the change station form Prompting feature obtains information from a caller through a collect-digits vector step on the Avaya communication server Chapter 3 Installing Avaya IP Agent Software download package contentsPrerequisites on page Installing Avaya IP Agent on page Reinstalling Avaya IP Agent on pageAvaya communication server Server hardwareProcessor Hard disk spaceServer software NetworkingPeripherals Installing Avaya IP Agent Steps for installing Avaya IP Agent for Windows Terminal ServicesBefore you begin The installation program displays the Setup Type window Reinstalling Avaya IP Agent Uninstalling Avaya IP AgentIntroduction Steps for uninstalling Avaya IP Agent Chapter 3 Installing Avaya IP Agent 36 Avaya IP Agent Installation and User Guide for CitrixJune Chapter 4 Avaya IP Agent enhanced configuration options Configuring the Emergency Call Handling ServiceConfiguring the Emergency Call Handling Service on page Configuring server load balancing across gatekeepers on pageAdministering Avaya IP Agent for Emergency Call Handling StepsBefore you begin 3. Select the Emergency tab Configuring Alternate Gatekeeper on Avaya communication servers Configuring server load balancing across gatekeepersAlternate Gatekeeper configuration Load Balancing configurationLoad Balancing documentation Configuring server load balancing across gatekeepersAvaya IP Agent Installation and User Guide for Citrix June 2007Chapter 4 Avaya IP Agent enhanced configuration options 42 Avaya IP Agent Installation and User Guide for CitrixJune Initializing IP Endpoint configurations on page Using alternate user interfaces on pageChapter 5 Starting and Stopping Avaya IP Agent Starting Avaya IP AgentInitializing IP Endpoint configurations StepsPage 46 Avaya IP Agent Installation and User Guide for Citrix Chapter 5 Starting and Stopping Avaya IP AgentJune Registering with the Avaya communication server Before you beginSetting default registration information Steps for registering with an Avaya communication serverLogging in as an agent EAS Steps for logging in EASLogging in as an agent non-EAS Steps for logging in non-EASBefore you begin 1. Select Tools Program OptionsLogging out of Avaya IP Agent StepsUsing alternate user interfaces Exiting Avaya IP AgentSteps AutoAnswer interface Mini interfaceTitlebar interface Selecting an alternate interfaceAccessing features Returning to the main interfaceRemoving alternate user interfaces StepsRenaming alternate user interfaces 56 Avaya IP Agent Installation and User Guide for Citrix Chapter 5 Starting and Stopping Avaya IP AgentJune Chapter 6 Using VuStats ConfigurationAdjusting intervals for monitoring VuStats on page Viewing a single set of VuStats information in Avaya IP Agent on pageViewing a single set of VuStats information in Avaya IP Agent Before you beginSteps Adjusting intervals for monitoring VuStats Before you beginSteps 1. Start the VuStats MonitorChapter 7 Avaya IP Agent basic operations Selecting an agent work modeDefinitions of agent work modes Auto-In and Manual-InChanging work modes ACW After-Call WorkAUX Auxiliary Work Configuration settings for Telecommuter Handling incoming callsAnswering a call Steps for answering Telecommuter callsConfiguration settings for Telecommuter Auto-Answer Telecommuter Auto-AnswerSteps for answering Telecommuter Auto-Answer calls Using Manual Hold Using Auto HoldReconnecting to a call on hold Holding a callReleasing a call Steps for releasing a callDropping a call Transferring a callBasic call transfer Basic call transfer on page Unsupervised call transfer on pageUnsupervised call transfer Steps for a Basic TransferEnhanced call transfer Steps for an Unsupervised TransferSteps for an Enhanced Transfer Conferencing calls Basic Conference on page Enhanced Conference on pageThen Steps for using Basic Conference Basic ConferenceExample Steps for using Enhanced Conference Enhanced ConferenceThen Handling outgoing calls ExampleRecent Calls list on page Using the Phone Directory on page Administering and using Speed Dial on pageRecent Calls list Abbreviated Dial button on pageUsing the Phone Directory Steps for using the Recent Calls listMenu bar Directory with Avaya IP Agent on pageToolbar ViewAction Administering and using Speed Dial Phone Directory window usageMore information Searching a Public Directory on pageSteps for assigning a Speed Dial number Using a Speed Dial number Abbreviated Dial buttonSteps for using Abbreviated Dial 1. Select Tools Phone FeaturesAbbreviated Dial Autodial84 Avaya IP Agent Installation and User Guide for Citrix Chapter 7 Avaya IP Agent basic operationsJune Chapter 8 Using a Public Directory with Avaya IP Agent Defining a Public Directory serviceSteps for defining a Public Directory service Defining a Public Directory service on pagePort Search timeout 200 secs Maximum number of entries returned per searchSearching a Public Directory Steps for searching a Public Directory4. Click the Name field to view a list of available fields defined in this Public Directory service Then Select Send EmailSelect Properties Select Add to DirectorySelecting the fields to display and the order Steps for displaying Public Directory fieldsIdentifying multiple telephone number fields Steps for identifying telephone number fieldsDeleting a Public Directory service Steps for deleting a Public Directory service5. From the Directory Menu, select Remove Chapter 8 Using a Public Directory with Avaya IP Agent 94 Avaya IP Agent Installation and User Guide for CitrixJune Setting the active screen pop on page Modifying a screen pop on page Chapter 9 Screen popsBefore you begin Creating a Windows application screen pop on pageCreating a Windows application screen pop Steps for creating an application screen popAvaya IP Agent Installation and User Guide for Citrix 5. Select the Next buttonAvaya IP Agent displays the Screen Pops - Trigger window Creating a Windows application screen popThen 8. Select the Next button 11. After entering the URL address or filename, select the Next button Creating a DDE screen pop Steps for creating a DDE screen popThen 7. Select the Next button Avaya IP Agent displays the Action window VDN %v - Passes the VDN name through which the call was connected Setting the active screen pop Steps for setting an active screen popModifying a screen pop Steps for modifying a screen popDeleting a screen pop Steps for deleting a screen pop108 Avaya IP Agent Installation and User Guide for Citrix Chapter 9 Screen popsJune Login Settings dialog box on page Volume and Ringer Settings dialog box on pageChapter 10 Dialog Reference Main window and menusFile menu Edit menu Call menu View menu Agent menu Tools menu Audio menu Phone features toolbar on page Feature button toolbar on page ToolbarsHelp menu Toolbar locationsPhone buttons toolbar Dial Number toolbarDial Pad window Phone Directory window Phone features toolbar Feature button toolbarAgent toolbar Call History windowInformation panels Headset toolbarCall Information Panel Call Information Panel on page Agent Information Panel on pageSystem Tray icon Agent Information PanelPhone Display Panel Placing calls through the System Tray iconGeneral Settings panel on page ACD Agent panel on page Avaya IP Agent option dialogsCall handling with the System Tray icon General Settings panel Voice Message Number panel on page Feature Access panel on pageCall Handling panel on page Call History panel on page Call Information Display panel on pageACD 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 Call Server tab on pageEmergency tab on page Advanced tab on page Login tab Call Server tab Audio tab Emergency tab Audio Port Range Administration Advanced tabPrior 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 Volume and Ringer Settings dialog box RingerCall features Call features on page Agent features on pageAvaya IP Agent features on page Windows features on page Appendix A Shortcut keysAgent features Avaya IP Agent featuresWindows features 144 Avaya IP Agent Installation and User Guide for Citrix Appendix A Shortcut keysJune Appendix B Language support Untranslated componentsSupported languages for Avaya IP Agent 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 Diagnostic log filesDiagnostic log files on page Alternative solution possibilities on pageLogin ProblemWhat to do support for auto-answer optionProblem automatic login option in the ProgramWhat to do for auto-answer in the Program OptionsMaking and receiving calls as-needed C\Program Files\Avaya\Avaya IP Agent Making and receiving callsOther information. See Compatible telephonetypes for Avaya IP Agent on page 14 for Avaya IP Agent is reacting slowly Alternative solution possibilities Glossary Page call, such as caller name, call duration, status icon, and control buttons, such as DEFINITY ECS Basic Conference A unique, 32-bit 4-byte number that identifies a computer on a TCP/IP Public Switched Telephone Network PSTN RC Read-only Reason Code RC Softphone Split Station LoginOn-Hook Phone display Prompted digits PSTN Public Directory Registry Release Response file Right-To-Use RTU Screen Pop SkillA private call-handling system providing voice-only or voice and data Terminal Services Voice-over-InternetProtocol VoIP VuStats164 Avaya IP Agent Installation and User Guide for Citrix Zip ToneJune Index Avaya IP Agent Installation and User Guide for CitrixIndex June 2007Page Avaya IP Agent Installation and User Guide for Citrix IndexJune 2007 168 Avaya IP Agent Installation and User Guide for Citrix IndexJune