Configuring Your Avaya Communication Server and EAS for Optimal Performance

Chapter 2: Configuring the Avaya communication server

This section provides procedures and information on how to configure the following Avaya communication servers for use with Avaya IP Agent:

●Avaya communication servers with Communication Manager software

●Avaya communication servers with MultiVantage Software

●DEFINITY Enterprise Communication Server (ECS) R10

●DEFINITY Business Communications Server (BCS) and Guestworks R10

Before agents can receive calls with Avaya IP Agent, the Avaya communication server must be configured to support extension assignments, IP connectivity, telephone types, and other settings.

! Important:

You should be familiar with administering your Avaya communication server before attempting any of the procedures in this section. If you are unfamiliar with the fields or settings described in this section, consult your Avaya communication server documentation for assistance.

This section includes the following topics:

●Required Avaya communication server circuit packs on page 19

●Validating Feature Access Codes on page 21

●Telecommuter configurations on page 22

Note:

Note:The screens shown in this section are from an Avaya communication server with the Expert Agent Selection (EAS) feature. If you do not have the EAS or some other features on your Avaya communication server, these interfaces may differ slightly from the screens shown. Because of this, each step in the procedure identifies when there is a distinction between an EAS and non-EAS system.

Required Avaya communication server circuit packs

This section provides information and documentation resources for the circuit packs required by your Avaya communication server to support Avaya IP Agent.

Avaya IP Agent Installation and User Guide for Citrix

June 2007 19

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Avaya 7 manual Configuring the Avaya communication server, Required Avaya communication server circuit packs

Contents

Avaya IP Agent Release Installation and User Guide for Citrix Compas Contents Contents Contents Contents Contents Contents Audience Reasons for reissuePreface Purpose 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 Supported telephone types Telephone model Communication Additional features Platform Recommended telephone types Network compatibility Network compatibility Page Required Avaya communication server circuit packs Configuring the Avaya communication server IP Media Processor LAN circuit pack Before you begin Validating Feature Access CodesSteps for validating Feature Access Codes Documentation 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 Hard disk space Avaya communication serverServer hardware Processor Server operating system Memory Server softwareNetworking Peripherals Installing Avaya IP Agent Installing Avaya IP Agent Uninstalling Avaya IP Agent Reinstalling Avaya IP AgentIntroduction Steps for uninstalling Avaya IP Agent Page Configuring the Emergency Call Handling Service Avaya IP Agent enhanced configuration options Steps Administering Avaya IP Agent for Emergency Call Handling Select the Emergency tab Tip Configuring server load balancing across gatekeepersAlternate Gatekeeper configuration Load Balancing configuration Load Balancing documentation Page Select Programs Avaya Select Avaya IP Agent language Starting and Stopping Avaya IP AgentStarting Avaya IP Agent Steps for starting Avaya IP Agent 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 Steps for registering with an Avaya communication server Setting default registration information Steps for logging in EAS Logging in as an agent EAS Steps for logging in non-EAS Logging in as an agent non-EASSelect Tools Program Options Logging out of Avaya IP Agent Exiting Avaya IP Agent Using alternate user interfaces Selecting an alternate interface AutoAnswer interfaceMini interface Titlebar interface AutoAnswer Mini Interface Titlebar Accessing featuresReturning to the main interface Removing alternate user interfaces Renaming alternate user interfaces Page Configuration Using VuStats Using VuStats Adjusting intervals for monitoring VuStats Start the VuStats Monitor Auto-In and Manual-In Selecting an agent work modeAvaya IP Agent basic operations Definitions of agent work modes ACW After-Call Work Changing work modesAUX Auxiliary Work Answering a call Handling incoming calls Telecommuter Auto-Answer Configuration settings for Telecommuter Auto-AnswerSteps for answering Telecommuter Auto-Answer calls Holding a call Using Manual HoldUsing Auto Hold Reconnecting to a call on hold Steps for releasing a call Releasing a call Transferring a call Dropping a callBasic call transfer Steps for a Basic Transfer Unsupervised call transfer Steps for an Unsupervised Transfer Enhanced call transferSteps for an Enhanced Transfer Then Conferencing calls Basic Conference Steps for using Basic Conference Example Enhanced Conference Steps for using Enhanced Conference Then Handling outgoing calls Recent Calls list Steps for using the Recent Calls list Using the Phone Directory File Menu barEdit View ToolbarAction Phone Directory window usage Administering and using Speed DialMore information Steps for assigning a Speed Dial number Abbreviated Dial button Using a Speed Dial number 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 Steps for searching a Public Directory Searching a Public Directory Using a Public Directory with Avaya IP Agent Agent Phone Directory Select Send EmailSelect Properties Select Add to Directory 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 From the Directory Menu, select Remove Page Before you begin Screen pops Steps for creating an application screen pop Creating a Windows 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 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 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 Call History window Phone features toolbarFeature button toolbar Agent toolbar Headset toolbar Information panelsCall Information Panel Placing calls through the System Tray icon System Tray iconAgent Information Panel Phone Display Panel Call handling with the System Tray icon Avaya IP Agent option dialogs 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 Advanced tab Audio Port Range Administration Login Settings dialog box Ringer Volume and Ringer Settings dialog box Press Call featuresAppendix a Shortcut keys Shortcut key functions Avaya IP Agent features 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 For auto-answer in the Program Options Automatic login option in the Program Making and receiving calls \Program Files\Avaya\ Avaya IP Agent Ensure that the Enable support for Trunk-Group definition form is set to Features windowService-provider Other Rename All Extensions option Phone Features or Personal PhoneSelect Tools Phone Features from Phone Features window Alternative solution possibilities Glossary Auto-In AUX modeAssist Auto-answer Call Information Basic ConferenceBasic Transfer Call appearance Dial Number toolbar Delimited text fileDial Pad Dial Number button Enhanced Feature AccessFeature button Installation folder Login ID LightweightDirectory Access Login Pstn On-Hook Phone display Prompted digits Dialing SwitchSystem Tray Tapi Assisted Windows Terminal Monitor windowPage Index Index EAS 138 ACW