Contents | Avaya 7 manual

	Contents
Steps	52
Using alternate user interfaces	52
AutoAnswer interface	53
Mini interface	53
Titlebar interface	53
Selecting an alternate interface	53
Steps	54
Accessing features	54
Returning to the main interface	54
Removing alternate user interfaces	54
Renaming alternate user interfaces	55
Chapter 6: Using VuStats	57
Configuring an extension for VuStats through the Avaya communication server . . .	57
Configuration	57
Viewing a single set of VuStats information in Avaya IP Agent	58
Before you begin	58
Steps	58
Adjusting intervals for monitoring VuStats	59
Before you begin	59
Steps	60
Chapter 7: Avaya IP Agent basic operations	61
Selecting an agent work mode	61
Definitions of agent work modes	61
Auto-In and Manual-In	61
ACW (After-Call Work)	62
AUX (Auxiliary Work)	62
Changing work modes	62
Handling incoming calls	63
Answering a call	63
Telecommuter (Auto-Answer)	64
Configuration settings for Telecommuter (Auto-Answer)	64
Steps for answering Telecommuter (Auto-Answer) calls	64
Holding a call	65
Using Manual Hold	65
Using Auto Hold	65
Reconnecting to a call on hold	65
Releasing a call	66
Steps for releasing a call	66

Avaya IP Agent Installation and User Guide for Citrix

June 2007 5

Image 5

Avaya 7 manual Contents

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 Introduction What is Avaya IP Agent for Citrix?Avaya IP Agent features for Citrix Available configuration and supported communication servers Usability features Compatible telephone types for Avaya IP Agent Telecommuter configurationWhat you need to know about the Telecommuter configuration 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 Before you begin Steps for ensuring Telecommuter station settingsEnsuring compatibility Configuring station settings Steps for configuring Telecommuter station settings Set the Multimedia Mode field to enhanced Telecommuter configurations Configuring the Avaya communication server Prerequisites Installing Avaya IP AgentSoftware download package contents Server hardware Avaya communication serverProcessor Hard disk space Networking Server softwarePeripherals Server operating system Memory Installing Avaya IP Agent Installing Avaya IP Agent Introduction Reinstalling Avaya IP AgentUninstalling Avaya IP Agent 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 Select the Log into Avaya call server option Initializing IP Endpoint configurationsSteps 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 Select Tools Program Options Logging in as an agent non-EASSteps for logging in non-EAS 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 AUX Auxiliary Work Changing work modesACW After-Call Work Answering a call Handling incoming calls Steps for answering Telecommuter Auto-Answer calls Configuration settings for Telecommuter Auto-AnswerTelecommuter Auto-Answer Using Auto Hold Using Manual HoldReconnecting to a call on hold Holding a call Steps for releasing a call Releasing a call Basic call transfer Dropping a callTransferring a call Steps for a Basic Transfer Unsupervised call transfer Steps for an Enhanced Transfer Enhanced call transferSteps for an Unsupervised 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 Edit Menu barFile Action ToolbarView More information Administering and using Speed DialPhone Directory window usage Steps for assigning a Speed Dial number Abbreviated Dial button Using a Speed Dial number Abbreviated Dial Autodial 51008 Steps for using Abbreviated DialSelect Tools Phone Features Page Steps for defining a Public Directory service Using a Public Directory with Avaya IP AgentDefining 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 Select the Dynamic Data Exchange DDE option button Creating a DDE screen popSteps for creating a DDE screen pop 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 Menu bar Dialog ReferenceMain window and menus File menu Edit menu Call menu View menu Agent menu Tools menu Audio menu Toolbar locations ToolbarsHelp menu Dial Pad window Phone Directory window Phone buttons toolbarDial Number toolbar Feature button toolbar Phone features toolbarAgent toolbar Call History window Call Information Panel Information panelsHeadset toolbar 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 Supported languages for Avaya IP Agent Appendix B Language supportUntranslated components Appendix B Language support Filename Contents Appendix C TroubleshootingDiagnostic log files Support for auto-answer option LoginProblem What to do 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