Release June
Avaya IP Agent
Release Installation and User Guide for Citrix
2000-2007 Avaya Inc. All Rights Reserved
http//support.avaya.com/ThirdPartyLicense
June 2007
Contents
Avaya IP Agent Installation and User Guide for Citrix
June
Contents
4 Avaya IP Agent Installation and User Guide for Citrix
Steps
Dropping a call
Chapter 9 Screen pops
ACD Agent panel
Reasons for reissue
Reasons for reissue on page Related documents on page
Preface
Purpose
Related documents
Administrator’s Guide for Avaya MultiVantage Software
Administrator Guide for Avaya Communication Manager
10 IP Agent R7 Installation and User Guide
What is Avaya IP Agent for Citrix?
Avaya IP Agent features for Citrix
What is Avaya IP Agent for Citrix? on page
Telecommuter configuration on page
Contact management features
Available configuration and supported communication servers
Call and contact center features
Usability features
Security and management features
Telecommuter configuration
What you need to know about the Telecommuter configuration
Compatible telephone types for Avaya IP Agent
Supported telephone types on page Recommended telephone types on page
Supported telephone types
Additional features
Telephone model
Communication
Network compatibility
Recommended telephone types
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Avaya IP Agent Installation and User Guide for Citrix
Network compatibility
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Chapter 1 Introduction
Chapter 2 Configuring the Avaya communication server
Validating Feature Access Codes on page
Telecommuter configurations on page
Required Avaya communication server circuit packs
C-LAN circuit pack
IP Media Processor
C-LAN circuit pack on page IP Media Processor on page
Documentation on page
Validating Feature Access Codes
Steps for validating Feature Access Codes
Documentation
Before you begin
Telecommuter configurations
Ensuring compatibility on page Configuring station settings on page
Steps for ensuring Telecommuter station settings
Ensuring compatibility
Before you begin
2. Enter display system-parameters customer-options
Configuring station settings
Steps for configuring Telecommuter station settings
Before you begin
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
Chapter 3 Installing Avaya IP Agent
Software download package contents
Prerequisites on page Installing Avaya IP Agent on page
Reinstalling Avaya IP Agent on page
Avaya communication server
Server hardware
Processor
Hard disk space
Peripherals
Server software
Networking
Before you begin
Installing Avaya IP Agent
Steps for installing Avaya IP Agent for Windows Terminal Services
The installation program displays the Setup Type window
Introduction
Reinstalling Avaya IP Agent
Uninstalling Avaya IP Agent
Steps for uninstalling Avaya IP Agent
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Chapter 4 Avaya IP Agent enhanced configuration options
Configuring the Emergency Call Handling Service
Configuring the Emergency Call Handling Service on page
Configuring server load balancing across gatekeepers on page
Before you begin
Administering Avaya IP Agent for Emergency Call Handling
Steps
3. Select the Emergency tab
Configuring Alternate Gatekeeper on Avaya communication servers
Configuring server load balancing across gatekeepers
Alternate Gatekeeper configuration
Load Balancing configuration
Load Balancing documentation
Configuring server load balancing across gatekeepers
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Initializing IP Endpoint configurations on page
Using alternate user interfaces on page
Chapter 5 Starting and Stopping Avaya IP Agent
Starting Avaya IP Agent
Initializing IP Endpoint configurations
Steps
Page
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Chapter 5 Starting and Stopping Avaya IP Agent
Registering with the Avaya communication server
Before you begin
Setting default registration information
Steps for registering with an Avaya communication server
Logging in as an agent EAS
Steps for logging in EAS
Logging in as an agent non-EAS
Steps for logging in non-EAS
Before you begin
1. Select Tools Program Options
Logging out of Avaya IP Agent
Steps
Steps
Using alternate user interfaces
Exiting Avaya IP Agent
AutoAnswer interface
Mini interface
Titlebar interface
Selecting an alternate interface
Accessing features
Returning to the main interface
Removing alternate user interfaces
Steps
Renaming alternate user interfaces
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Chapter 5 Starting and Stopping Avaya IP Agent
Chapter 6 Using VuStats
Configuration
Adjusting intervals for monitoring VuStats on page
Viewing a single set of VuStats information in Avaya IP Agent on page
Steps
Viewing a single set of VuStats information in Avaya IP Agent
Before you begin
Adjusting intervals for monitoring VuStats
Before you begin
Steps
1. Start the VuStats Monitor
Chapter 7 Avaya IP Agent basic operations
Selecting an agent work mode
Definitions of agent work modes
Auto-In and Manual-In
AUX Auxiliary Work
Changing work modes
ACW After-Call Work
Configuration settings for Telecommuter
Handling incoming calls
Answering a call
Steps for answering Telecommuter calls
Steps for answering Telecommuter Auto-Answer calls
Configuration settings for Telecommuter Auto-Answer
Telecommuter Auto-Answer
Using Manual Hold
Using Auto Hold
Reconnecting to a call on hold
Holding a call
Releasing a call
Steps for releasing a call
Dropping a call
Transferring a call
Basic call transfer
Basic call transfer on page Unsupervised call transfer on page
Unsupervised call transfer
Steps for a Basic Transfer
Steps for an Enhanced Transfer
Enhanced call transfer
Steps for an Unsupervised Transfer
Then
Conferencing calls
Basic Conference on page Enhanced Conference on page
Steps for using Basic Conference
Basic Conference
Example
Steps for using Enhanced Conference
Enhanced Conference
Then
Handling outgoing calls
Example
Recent Calls list on page Using the Phone Directory on page
Administering and using Speed Dial on page
Recent Calls list
Abbreviated Dial button on page
Using the Phone Directory
Steps for using the Recent Calls list
Menu bar
Directory with Avaya IP Agent on page
Action
Toolbar
View
Administering and using Speed Dial
Phone Directory window usage
More information
Searching a Public Directory on page
Steps for assigning a Speed Dial number
Using a Speed Dial number
Abbreviated Dial button
Steps for using Abbreviated Dial
1. Select Tools Phone Features
Abbreviated Dial
Autodial
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Chapter 7 Avaya IP Agent basic operations
Chapter 8 Using a Public Directory with Avaya IP Agent
Defining a Public Directory service
Steps for defining a Public Directory service
Defining a Public Directory service on page
Port Search timeout 200 secs
Maximum number of entries returned per search
Searching a Public Directory
Steps for searching a Public Directory
4. Click the Name field to view a list of available fields defined in this Public Directory service
Then
Select Send Email
Select Properties
Select Add to Directory
Selecting the fields to display and the order
Steps for displaying Public Directory fields
Identifying multiple telephone number fields
Steps for identifying telephone number fields
Deleting a Public Directory service
Steps for deleting a Public Directory service
5. From the Directory Menu, select Remove
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Setting the active screen pop on page Modifying a screen pop on page
Chapter 9 Screen pops
Before you begin
Creating a Windows application screen pop on page
Creating a Windows application screen pop
Steps for creating an 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
Creating a Windows application screen pop
Then
8. Select the Next button
11. After entering the URL address or filename, select the Next button
Creating a DDE screen pop
Steps for 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
Setting the active screen pop
Steps for setting an active screen pop
Modifying a screen pop
Steps for modifying a screen pop
Deleting a screen pop
Steps for deleting a screen pop
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Chapter 9 Screen pops
Login Settings dialog box on page
Volume and Ringer Settings dialog box on page
Chapter 10 Dialog Reference
Main window and menus
File menu
Edit menu
Call menu
View menu
Agent menu
Tools menu
Audio menu
Phone features toolbar on page Feature button toolbar on page
Toolbars
Help menu
Toolbar locations
Dial Pad window Phone Directory window
Phone buttons toolbar
Dial Number toolbar
Phone features toolbar
Feature button toolbar
Agent toolbar
Call History window
Information panels
Headset toolbar
Call Information Panel
Call Information Panel on page Agent Information Panel on page
System Tray icon
Agent Information Panel
Phone Display Panel
Placing calls through the System Tray icon
Call handling with the System Tray icon
General Settings panel on page ACD Agent panel on page
Avaya IP Agent option dialogs
General Settings panel
Voice Message Number panel on page Feature Access panel on page
Call Handling panel on page Call History panel on page
Call Information Display 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
Emergency tab on page Advanced tab on page
Login Settings dialog box
Call Server tab on page
Login tab
Call Server tab
Audio tab
Emergency tab
Audio Port Range Administration
Advanced tab
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
Volume and Ringer Settings dialog box
Ringer
Call features
Call features on page Agent features on page
Avaya IP Agent features on page Windows features on page
Appendix A Shortcut keys
Agent features
Avaya IP Agent features
Windows features
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Appendix A Shortcut keys
Supported languages for Avaya IP Agent
Appendix B Language support
Untranslated components
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
Appendix C Troubleshooting
Diagnostic log files
Diagnostic log files on page
Alternative solution possibilities on page
Login
Problem
What to do
support for auto-answer option
Problem
automatic login option in the Program
What to do
for auto-answer in the Program Options
Making and receiving calls
as-needed
C\Program Files\Avaya\
Avaya IP Agent
Making and receiving calls
types for Avaya IP Agent on page 14 for
Other
information. See Compatible telephone
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
Public Switched Telephone Network PSTN RC Read-only Reason Code RC
Softphone Split Station Login
On-Hook Phone display Prompted digits PSTN Public Directory
Registry Release Response file Right-To-Use RTU Screen Pop Skill
A private call-handling system providing voice-only or voice and data
Terminal Services
Voice-over-Internet
Protocol VoIP
VuStats
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Zip Tone
Index
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