Logging in as an agent EAS, Steps for logging in EAS | Avaya 7

Logging in as an agent (EAS)

Logging in as an agent (EAS)

After registering with the Avaya communication server, you can, as an extension, receive calls through Avaya IP Agent. However, to receive calls from a skill, you need to log in as an agent of that skill. This section provides the procedure for logging in to Avaya IP Agent as an agent. This procedure is for logging in to Avaya communication servers that use the Expert Agent Selection (EAS) feature.

Steps for logging in (EAS)

To log in to Avaya IP Agent as a member of an ACD skill:

1.In the Avaya IP Agent window, select the Login button. Avaya IP Agent displays the Agent Login dialog box.

2.In the Agent Login dialog box, enter your agent number and password in the appropriate fields.

3.Select the Login button.

The extension specified in the Login window will ring.

Note:

If you do not answer your telephone immediately or if you entered the wrong number for the voice connection, Avaya IP Agent displays an error message. Acknowledge the error message by selecting the OK button and then repeat the login procedure.

4.Answer the telephone.

You will hear a confirmation tone, the buttons on the agent toolbar are enabled, and you will be automatically put in the AUX-work mode.

5.To leave the AUX-work mode, select either the Auto-Inor Manual-Inbutton.

For more information about Auto-Inand Manual-Inwork modes, see Selecting an agent work mode on page 61.

You are now ready to begin receiving and making calls.

Avaya IP Agent Installation and User Guide for Citrix

June 2007 49

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Avaya 7 manual Logging in as an agent EAS, Steps for logging in EAS

Contents

Avaya IP Agent Release Installation and User Guide for Citrix Compas Contents Contents Contents Contents Contents Contents Preface Reasons for reissuePurpose Audience 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 Steps for validating Feature Access Codes Validating Feature Access CodesDocumentation Before you begin 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 Server hardware Avaya communication serverProcessor Hard disk space Networking Server softwarePeripherals Server operating system Memory 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 Alternate Gatekeeper configuration Configuring server load balancing across gatekeepersLoad Balancing configuration Tip Load Balancing documentation Page Starting Avaya IP Agent Starting and Stopping Avaya IP AgentSteps for starting Avaya IP Agent Select Programs Avaya Select Avaya IP Agent language 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 Mini interface AutoAnswer interfaceTitlebar interface Selecting an alternate interface Returning to the main interface Accessing featuresRemoving alternate user interfaces AutoAnswer Mini Interface Titlebar Renaming alternate user interfaces Page Configuration Using VuStats Using VuStats Adjusting intervals for monitoring VuStats Start the VuStats Monitor Avaya IP Agent basic operations Selecting an agent work modeDefinitions of agent work modes Auto-In and Manual-In 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 Using Auto Hold Using Manual HoldReconnecting to a call on hold Holding a call 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 Select Properties Select Send EmailSelect Add to Directory Agent Phone 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 Feature button toolbar Phone features toolbarAgent toolbar Call History window Headset toolbar Information panelsCall Information Panel Agent Information Panel System Tray iconPhone Display Panel Placing calls through the System Tray icon 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 Appendix a Shortcut keys Call featuresShortcut key functions Press 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 Service-provider Features windowOther Trunk-Group definition form is set to Select Tools Phone Features from Phone Features or Personal PhonePhone Features window Rename All Extensions option Alternative solution possibilities Glossary Assist AUX modeAuto-answer Auto-In Basic Transfer Basic ConferenceCall appearance Call Information Dial Pad Delimited text fileDial Number button Dial Number toolbar Feature button Feature AccessInstallation folder Enhanced Directory Access LightweightLogin Login ID Pstn On-Hook Phone display Prompted digits System Tray SwitchTapi Assisted Dialing Windows Terminal Monitor windowPage Index Index EAS 138 ACW