Avaya 7 manual Configuration settings for Telecommuter Auto-Answer

Chapter 7: Avaya IP Agent basic operations

2.After the call is completed and the calling party disconnects from the call, or after the agent selects Release for that call, the agent should hang up the telephone if no more calls are ringing on the Avaya IP Agent screen.

3.If there is another incoming call indicated on the screen, the agent should not hang up the telephone, but select the Answer button for the new call appearance on the Avaya IP Agent screen. The agent is then connected to the new call. The previous call is placed on hold.

Note:

If an incoming call is displayed in the Avaya IP Agent main window before the telephone rings, the agent must wait for the telephone set to ring before answering.

Telecommuter (Auto-Answer)

Configuration settings for Telecommuter (Auto-Answer)

The following list provides the options to set for this configuration:

●Agent Administration for auto-answer is set to station, ACD, or all.

●Station Administration for auto-answer is set to ACD or all.

●Station Administration has the service link set to permanent.

●During the event of agent login, the telephone will ring to deliver the login confirmation tone.

Steps for answering Telecommuter (Auto-Answer) calls

To answer a call for this configuration:

1.The agent should answer the telephone and do not return it to the on-hook state for the remainder of the shift for that agent.

If the telephone is accidentally cut off or placed on-hook, the Avaya communication server rings the telephone when it has a call to deliver. The agent must answer by picking up the handset.

2.As with any auto-answer telephone, the Avaya communication server will provide a zip tone (a beep) to signal that a new call has arrived.

64 Avaya IP Agent Installation and User Guide for Citrix June 2007