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Avaya manual Contents, Avaya IP Agent Installation and User Guide for Citrix, June 2007

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Preface	. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .	9
Purpose		9
Audience		9
Reasons for reissue		9
Related documents		10
Chapter 1: Introduction		11
What is Avaya IP Agent for Citrix?		11
Avaya IP Agent features for Citrix		11
Telecommuter configuration		14
	What you need to know about the Telecommuter configuration	14
Compatible telephone types for Avaya IP Agent		14
Supported telephone types		15
Recommended telephone types		16
Network compatibility		16
Chapter 2: Configuring the Avaya communication server		19
Required Avaya communication server circuit packs		19
C-LAN circuit pack		20
IP Media Processor		20
Documentation		21
Validating Feature Access Codes		21
Before you begin		21
Steps for validating Feature Access Codes		21
Telecommuter configurations		22
Ensuring compatibility		23
	Before you begin	23
	Steps for ensuring Telecommuter station settings	23
Configuring station settings		24
	Before you begin	25
	Steps for configuring Telecommuter station settings	25
Chapter 3: Installing Avaya IP Agent		29
Prerequisites		29
Software download package contents		29
Avaya communication server		30
Server hardware		30
	Processor	30
	Hard disk space	30
	RAM	31

Avaya IP Agent Installation and User Guide for Citrix

June 2007 3

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Avaya manual Contents, Avaya IP Agent Installation and User Guide for Citrix, June 2007

Contents

Avaya IP Agent Release Installation and User Guide for CitrixRelease June http//support.avaya.com/ThirdPartyLicense 2000-2007 Avaya Inc. All Rights ReservedContents 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 Purpose Reasons for reissueReasons for reissue on page Related documents on page Preface10 IP Agent R7 Installation and User Guide Related documentsAdministrator’s Guide for Avaya MultiVantage Software Administrator Guide for Avaya Communication ManagerTelecommuter configuration on page What is Avaya IP Agent for Citrix?Avaya IP Agent features for Citrix What is Avaya IP Agent for Citrix? on pageAvailable configuration and supported communication servers Call and contact center featuresContact management features Security and management features Usability featuresSupported telephone types on page Recommended telephone types on page Telecommuter configurationWhat you need to know about the Telecommuter configuration Compatible telephone types for Avaya IP AgentCommunication Supported telephone typesAdditional features Telephone modelRecommended telephone types Network compatibilityAvaya IP Agent Installation and User Guide for Citrix Network compatibilityJune 2007 18 Avaya IP Agent Installation and User Guide for Citrix Chapter 1 IntroductionJune Required Avaya communication server circuit packs Chapter 2 Configuring the Avaya communication serverValidating Feature Access Codes on page Telecommuter configurations on pageDocumentation on page C-LAN circuit packIP Media Processor C-LAN circuit pack on page IP Media Processor on pageBefore you begin Validating Feature Access CodesSteps for validating Feature Access Codes DocumentationEnsuring compatibility on page Configuring station settings on page Telecommuter configurations2. Enter display system-parameters customer-options Steps for ensuring Telecommuter station settingsEnsuring compatibility Before you beginConfiguring station settings Before you begin Steps for configuring Telecommuter station settings8. 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 AgentSoftware download package contents Prerequisites on page Installing Avaya IP Agent on pageHard disk space Avaya communication serverServer hardware ProcessorServer 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 Configuring server load balancing across gatekeepers on page Chapter 4 Avaya IP Agent enhanced configuration optionsConfiguring the Emergency Call Handling Service Configuring the Emergency Call Handling Service on pageAdministering Avaya IP Agent for Emergency Call Handling StepsBefore you begin 3. Select the Emergency tab Load Balancing configuration Configuring Alternate Gatekeeper on Avaya communication serversConfiguring server load balancing across gatekeepers Alternate Gatekeeper configurationJune 2007 Load Balancing documentationConfiguring server load balancing across gatekeepers Avaya IP Agent Installation and User Guide for CitrixChapter 4 Avaya IP Agent enhanced configuration options 42 Avaya IP Agent Installation and User Guide for CitrixJune Starting Avaya IP Agent Initializing IP Endpoint configurations on pageUsing alternate user interfaces on page Chapter 5 Starting and Stopping Avaya IP AgentSteps Initializing IP Endpoint configurationsPage 46 Avaya IP Agent Installation and User Guide for Citrix Chapter 5 Starting and Stopping Avaya IP AgentJune Before you begin Registering with the Avaya communication serverSteps for registering with an Avaya communication server Setting default registration informationSteps for logging in EAS Logging in as an agent EAS1. Select Tools Program Options Logging in as an agent non-EASSteps for logging in non-EAS Before you beginSteps Logging out of Avaya IP AgentUsing alternate user interfaces Exiting Avaya IP AgentSteps Selecting an alternate interface AutoAnswer interfaceMini interface Titlebar interfaceSteps Accessing featuresReturning to the main interface Removing alternate user interfacesRenaming alternate user interfaces 56 Avaya IP Agent Installation and User Guide for Citrix Chapter 5 Starting and Stopping Avaya IP AgentJune Viewing a single set of VuStats information in Avaya IP Agent on page Chapter 6 Using VuStatsConfiguration Adjusting intervals for monitoring VuStats on pageViewing a single set of VuStats information in Avaya IP Agent Before you beginSteps Before you begin Adjusting intervals for monitoring VuStats1. Start the VuStats Monitor StepsAuto-In and Manual-In Chapter 7 Avaya IP Agent basic operationsSelecting an agent work mode Definitions of agent work modesChanging work modes ACW After-Call WorkAUX Auxiliary Work Steps for answering Telecommuter calls Configuration settings for TelecommuterHandling incoming calls Answering a callConfiguration settings for Telecommuter Auto-Answer Telecommuter Auto-AnswerSteps for answering Telecommuter Auto-Answer calls Holding a call Using Manual HoldUsing Auto Hold Reconnecting to a call on holdSteps for releasing a call Releasing a callBasic call transfer on page Unsupervised call transfer on page Dropping a callTransferring a call Basic call transferSteps for a Basic Transfer Unsupervised call transferEnhanced call transfer Steps for an Unsupervised TransferSteps for an Enhanced Transfer Conferencing calls Basic Conference on page Enhanced Conference on pageThen Basic Conference Steps for using Basic ConferenceExample Enhanced Conference Steps for using Enhanced ConferenceThen Example Handling outgoing callsAbbreviated Dial button on page Recent Calls list on page Using the Phone Directory on pageAdministering and using Speed Dial on page Recent Calls listSteps for using the Recent Calls list Using the Phone DirectoryDirectory with Avaya IP Agent on page Menu barToolbar ViewAction Searching a Public Directory on page Administering and using Speed DialPhone Directory window usage More informationSteps for assigning a Speed Dial number Abbreviated Dial button Using a Speed Dial numberAutodial Steps for using Abbreviated Dial1. Select Tools Phone Features Abbreviated Dial84 Avaya IP Agent Installation and User Guide for Citrix Chapter 7 Avaya IP Agent basic operationsJune Defining a Public Directory service on page Chapter 8 Using a Public Directory with Avaya IP AgentDefining a Public Directory service Steps for defining a Public Directory serviceMaximum number of entries returned per search Port Search timeout 200 secsSteps for searching a Public Directory Searching a Public Directory4. Click the Name field to view a list of available fields defined in this Public Directory service Select Add to Directory ThenSelect Send Email Select PropertiesSteps for displaying Public Directory fields Selecting the fields to display and the orderSteps for identifying telephone number fields Identifying multiple telephone number fieldsSteps for deleting a Public Directory service 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 Creating a Windows application screen pop on page Setting the active screen pop on page Modifying a screen pop on pageChapter 9 Screen pops Before you beginSteps for creating an application screen pop Creating a Windows application screen popCreating a Windows application screen pop Avaya IP Agent Installation and User Guide for Citrix5. Select the Next button Avaya IP Agent displays the Screen Pops - Trigger windowThen 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 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 Steps for setting an active screen pop Setting the active screen popSteps for modifying a screen pop Modifying a screen popSteps for deleting a screen pop Deleting a screen pop108 Avaya IP Agent Installation and User Guide for Citrix Chapter 9 Screen popsJune Main window and menus Login Settings dialog box on pageVolume and Ringer Settings dialog box on page Chapter 10 Dialog ReferenceFile menu Edit menu Call menu View menu Agent menu Tools menu Audio menu Toolbar locations Phone features toolbar on page Feature button toolbar on pageToolbars Help menuPhone buttons toolbar Dial Number toolbarDial Pad window Phone Directory window Call History window Phone features toolbarFeature button toolbar Agent toolbarCall Information Panel on page Agent Information Panel on page Information panelsHeadset toolbar Call Information PanelPlacing calls through the System Tray icon System Tray iconAgent Information Panel Phone Display PanelGeneral Settings panel on page ACD Agent panel on page Avaya IP Agent option dialogsCall handling with the System Tray icon Call Information Display panel on page General Settings panelVoice Message Number panel on page Feature Access panel on page Call Handling panel on page Call History 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 Advanced tab Audio Port Range AdministrationPrior 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 boxAppendix A Shortcut keys Call featuresCall features on page Agent features on page Avaya IP Agent features on page Windows features on pageAvaya IP Agent features 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 Alternative solution possibilities on page Appendix C TroubleshootingDiagnostic log files Diagnostic log files on pagesupport for auto-answer option LoginProblem What to dofor auto-answer in the Program Options Problemautomatic login option in the Program What to doMaking and receiving calls Making and receiving calls as-neededC\Program Files\Avaya\ Avaya IP AgentOther 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 Registry Release Response file Right-To-Use RTU Screen Pop Skill Public Switched Telephone Network PSTN RC Read-only Reason Code RCSoftphone Split Station Login On-Hook Phone display Prompted digits PSTN Public DirectoryA private call-handling system providing voice-only or voice and data VuStats Terminal ServicesVoice-over-Internet Protocol VoIP164 Avaya IP Agent Installation and User Guide for Citrix Zip ToneJune June 2007 IndexAvaya IP Agent Installation and User Guide for Citrix IndexPage Avaya IP Agent Installation and User Guide for Citrix IndexJune 2007 168 Avaya IP Agent Installation and User Guide for Citrix IndexJune