Avaya IP Agent
Release Installation and User Guide for Citrix
Release June
http//support.avaya.com/ThirdPartyLicense
2000-2007 Avaya Inc. All Rights Reserved
Contents
Avaya IP Agent Installation and User Guide for Citrix
June 2007
Contents
4 Avaya IP Agent Installation and User Guide for Citrix
June
Steps
Dropping a call
Chapter 9 Screen pops
ACD Agent panel
Purpose
Reasons for reissue
Reasons for reissue on page Related documents on page
Preface
10 IP Agent R7 Installation and User Guide
Related documents
Administrator’s Guide for Avaya MultiVantage Software
Administrator Guide for Avaya Communication Manager
Telecommuter configuration on page
What is Avaya IP Agent for Citrix?
Avaya IP Agent features for Citrix
What is Avaya IP Agent for Citrix? on page
Available configuration and supported communication servers
Call and contact center features
Contact management features
Security and management features
Usability features
Supported telephone types on page Recommended telephone types on page
Telecommuter configuration
What you need to know about the Telecommuter configuration
Compatible telephone types for Avaya IP Agent
Communication
Supported telephone types
Additional features
Telephone model
Recommended telephone types
Network compatibility
Avaya IP Agent Installation and User Guide for Citrix
Network compatibility
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Chapter 1 Introduction
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Required Avaya communication server circuit packs
Chapter 2 Configuring the Avaya communication server
Validating Feature Access Codes on page
Telecommuter configurations on page
Documentation on page
C-LAN circuit pack
IP Media Processor
C-LAN circuit pack on page IP Media Processor on page
Before you begin
Validating Feature Access Codes
Steps for validating Feature Access Codes
Documentation
Ensuring compatibility on page Configuring station settings on page
Telecommuter configurations
2. Enter display system-parameters customer-options
Steps for ensuring Telecommuter station settings
Ensuring compatibility
Before you begin
Configuring station settings
Before you begin
Steps for configuring Telecommuter station settings
8. 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
Reinstalling Avaya IP Agent on page
Chapter 3 Installing Avaya IP Agent
Software download package contents
Prerequisites on page Installing Avaya IP Agent on page
Hard disk space
Avaya communication server
Server hardware
Processor
Server software
Networking
Peripherals
Installing Avaya IP Agent
Steps for installing Avaya IP Agent for Windows Terminal Services
Before you begin
The installation program displays the Setup Type window
Reinstalling Avaya IP Agent
Uninstalling Avaya IP Agent
Introduction
Steps for uninstalling Avaya IP Agent
Chapter 3 Installing Avaya IP Agent
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Configuring server load balancing across gatekeepers on page
Chapter 4 Avaya IP Agent enhanced configuration options
Configuring the Emergency Call Handling Service
Configuring the Emergency Call Handling Service on page
Administering Avaya IP Agent for Emergency Call Handling
Steps
Before you begin
3. Select the Emergency tab
Load Balancing configuration
Configuring Alternate Gatekeeper on Avaya communication servers
Configuring server load balancing across gatekeepers
Alternate Gatekeeper configuration
June 2007
Load Balancing documentation
Configuring server load balancing across gatekeepers
Avaya IP Agent Installation and User Guide for Citrix
Chapter 4 Avaya IP Agent enhanced configuration options
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Starting Avaya IP Agent
Initializing IP Endpoint configurations on page
Using alternate user interfaces on page
Chapter 5 Starting and Stopping Avaya IP Agent
Steps
Initializing IP Endpoint configurations
Page
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Chapter 5 Starting and Stopping Avaya IP Agent
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Before you begin
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
1. Select Tools Program Options
Logging in as an agent non-EAS
Steps for logging in non-EAS
Before you begin
Steps
Logging out of Avaya IP Agent
Using alternate user interfaces
Exiting Avaya IP Agent
Steps
Selecting an alternate interface
AutoAnswer interface
Mini interface
Titlebar interface
Steps
Accessing features
Returning to the main interface
Removing alternate user interfaces
Renaming alternate user interfaces
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Chapter 5 Starting and Stopping Avaya IP Agent
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Viewing a single set of VuStats information in Avaya IP Agent on page
Chapter 6 Using VuStats
Configuration
Adjusting intervals for monitoring VuStats on page
Viewing a single set of VuStats information in Avaya IP Agent
Before you begin
Steps
Before you begin
Adjusting intervals for monitoring VuStats
1. Start the VuStats Monitor
Steps
Auto-In and Manual-In
Chapter 7 Avaya IP Agent basic operations
Selecting an agent work mode
Definitions of agent work modes
Changing work modes
ACW After-Call Work
AUX Auxiliary Work
Steps for answering Telecommuter calls
Configuration settings for Telecommuter
Handling incoming calls
Answering a call
Configuration settings for Telecommuter Auto-Answer
Telecommuter Auto-Answer
Steps for answering Telecommuter Auto-Answer calls
Holding a call
Using Manual Hold
Using Auto Hold
Reconnecting to a call on hold
Steps for releasing a call
Releasing a call
Basic call transfer on page Unsupervised call transfer on page
Dropping a call
Transferring a call
Basic call transfer
Steps for a Basic Transfer
Unsupervised call transfer
Enhanced call transfer
Steps for an Unsupervised Transfer
Steps for an Enhanced Transfer
Conferencing calls
Basic Conference on page Enhanced Conference on page
Then
Basic Conference
Steps for using Basic Conference
Example
Enhanced Conference
Steps for using Enhanced Conference
Then
Example
Handling outgoing calls
Abbreviated Dial button on page
Recent Calls list on page Using the Phone Directory on page
Administering and using Speed Dial on page
Recent Calls list
Steps for using the Recent Calls list
Using the Phone Directory
Directory with Avaya IP Agent on page
Menu bar
Toolbar
View
Action
Searching a Public Directory on page
Administering and using Speed Dial
Phone Directory window usage
More information
Steps for assigning a Speed Dial number
Abbreviated Dial button
Using a Speed Dial number
Autodial
Steps for using Abbreviated Dial
1. Select Tools Phone Features
Abbreviated Dial
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Chapter 7 Avaya IP Agent basic operations
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Defining a Public Directory service on page
Chapter 8 Using a Public Directory with Avaya IP Agent
Defining a Public Directory service
Steps for defining a Public Directory service
Maximum number of entries returned per search
Port Search timeout 200 secs
Steps for searching a Public Directory
Searching a Public Directory
4. Click the Name field to view a list of available fields defined in this Public Directory service
Select Add to Directory
Then
Select Send Email
Select Properties
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
5. From the Directory Menu, select Remove
Chapter 8 Using a Public Directory with Avaya IP Agent
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Creating a Windows application screen pop on page
Setting the active screen pop on page Modifying a screen pop on page
Chapter 9 Screen pops
Before you begin
Steps for creating an application screen pop
Creating a Windows application screen pop
Creating a Windows application screen pop
Avaya IP Agent Installation and User Guide for Citrix
5. Select the Next button
Avaya IP Agent displays the Screen Pops - Trigger window
Then
8. Select the Next button
11. After entering the URL address or filename, select the Next button
Steps for creating a DDE screen pop
Creating a DDE screen pop
Then
7. Select the Next button Avaya IP Agent displays the Action window
VDN %v - Passes the VDN name through which the call was connected
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 pop
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Chapter 9 Screen pops
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Main window and menus
Login Settings dialog box on page
Volume and Ringer Settings dialog box on page
Chapter 10 Dialog Reference
File menu
Edit menu
Call menu
View menu
Agent menu
Tools menu
Audio menu
Toolbar locations
Phone features toolbar on page Feature button toolbar on page
Toolbars
Help menu
Phone buttons toolbar
Dial Number toolbar
Dial Pad window Phone Directory window
Call History window
Phone features toolbar
Feature button toolbar
Agent toolbar
Call Information Panel on page Agent Information Panel on page
Information panels
Headset toolbar
Call Information Panel
Placing calls through the System Tray icon
System Tray icon
Agent Information Panel
Phone Display Panel
General Settings panel on page ACD Agent panel on page
Avaya IP Agent option dialogs
Call handling with the System Tray icon
Call Information Display panel on page
General Settings panel
Voice Message Number panel on page Feature Access panel on page
Call Handling panel on page Call History panel on page
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
Call Server tab on page
Emergency tab on page Advanced tab on page
Login tab
Call Server tab
Audio tab
Emergency tab
Advanced tab
Audio Port Range Administration
Prior 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
Ringer
Volume and Ringer Settings dialog box
Appendix A Shortcut keys
Call features
Call features on page Agent features on page
Avaya IP Agent features on page Windows features on page
Avaya IP Agent features
Agent features
Windows features
144 Avaya IP Agent Installation and User Guide for Citrix
Appendix A Shortcut keys
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Appendix B Language support
Untranslated components
Supported 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
Alternative solution possibilities on page
Appendix C Troubleshooting
Diagnostic log files
Diagnostic log files on page
support for auto-answer option
Login
Problem
What to do
for auto-answer in the Program Options
Problem
automatic login option in the Program
What to do
Making and receiving calls
Making and receiving calls
as-needed
C\Program Files\Avaya\
Avaya IP Agent
Other
information. See Compatible telephone
types 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
Registry Release Response file Right-To-Use RTU Screen Pop Skill
Public Switched Telephone Network PSTN RC Read-only Reason Code RC
Softphone Split Station Login
On-Hook Phone display Prompted digits PSTN Public Directory
A private call-handling system providing voice-only or voice and data
VuStats
Terminal Services
Voice-over-Internet
Protocol VoIP
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Zip Tone
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June 2007
Index
Avaya IP Agent Installation and User Guide for Citrix
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Avaya IP Agent Installation and User Guide for Citrix
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