Avaya 7 guide

Chapter 7: Avaya IP Agent basic operations

84 Avaya IP Agent Installation and User Guide for Citrix

June 2007

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Avaya 7 manual

Contents

Release Installation and User Guide for Citrix Avaya IP Agent Compas Contents Contents Contents Contents Contents Contents Reasons for reissue PrefacePurpose Audience Related documents What is Avaya IP Agent for Citrix? Avaya IP Agent features for CitrixIntroduction Available configuration and supported communication servers Usability features Telecommuter configuration What you need to know about the Telecommuter configurationCompatible telephone types for Avaya IP Agent Telephone model Communication Additional features Platform Supported telephone types Network compatibility Recommended telephone types Network compatibility Page Configuring the Avaya communication server Required Avaya communication server circuit packs LAN circuit pack IP Media Processor Validating Feature Access Codes Steps for validating Feature Access CodesDocumentation Before you begin Telecommuter configurations Steps for ensuring Telecommuter station settings Ensuring compatibilityBefore 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 Installing Avaya IP Agent Software download package contentsPrerequisites Avaya communication server Server hardwareProcessor Hard disk space Server software NetworkingPeripherals Server operating system Memory Installing Avaya IP Agent Installing Avaya IP Agent Reinstalling Avaya IP Agent Uninstalling Avaya IP AgentIntroduction Steps for uninstalling Avaya IP Agent Page Avaya IP Agent enhanced configuration options Configuring the Emergency Call Handling Service Administering Avaya IP Agent for Emergency Call Handling Steps Select the Emergency tab Configuring server load balancing across gatekeepers Alternate Gatekeeper configurationLoad Balancing configuration Tip Load Balancing documentation Page Starting and Stopping Avaya IP Agent Starting Avaya IP AgentSteps for starting Avaya IP Agent Select Programs Avaya Select Avaya IP Agent language Initializing IP Endpoint configurations StepsSelect the Log into Avaya call server option Initializing IP Endpoint configurations Starting and Stopping Avaya IP Agent Registering with the Avaya communication server 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-EASSelect Tools Program Options Logging out of Avaya IP Agent Using alternate user interfaces Exiting Avaya IP Agent AutoAnswer interface Mini interfaceTitlebar interface Selecting an alternate interface Accessing features Returning to the main interfaceRemoving alternate user interfaces AutoAnswer Mini Interface Titlebar Renaming alternate user interfaces Page Using VuStats Configuration Using VuStats Adjusting intervals for monitoring VuStats Start the VuStats Monitor Selecting an agent work mode Avaya IP Agent basic operationsDefinitions of agent work modes Auto-In and Manual-In Changing work modes ACW After-Call WorkAUX Auxiliary Work Handling incoming calls Answering a call Configuration settings for Telecommuter Auto-Answer Telecommuter Auto-AnswerSteps for answering Telecommuter Auto-Answer calls Using Manual Hold Using Auto HoldReconnecting to a call on hold Holding a call Releasing a call Steps for releasing a call Dropping a call Transferring a callBasic call transfer Unsupervised call transfer Steps for a Basic Transfer Enhanced call transfer Steps for an Unsupervised TransferSteps for an Enhanced Transfer Conferencing calls Then Steps for using Basic Conference Basic Conference Example Steps for using Enhanced Conference Enhanced Conference Then Handling outgoing calls Recent Calls list Using the Phone Directory Steps for using the Recent Calls list Menu bar FileEdit Toolbar ViewAction Administering and using Speed Dial Phone Directory window usageMore information Steps for assigning a Speed Dial number Using a Speed Dial number Abbreviated Dial button Steps for using Abbreviated Dial Select Tools Phone FeaturesAbbreviated Dial Autodial 51008 Page Using a Public Directory with Avaya IP Agent Defining a Public Directory serviceSteps for defining a Public Directory service Using a Public Directory with Avaya IP Agent Searching a Public Directory Steps for searching a Public Directory Using a Public Directory with Avaya IP Agent Select Send Email Select PropertiesSelect Add to Directory Agent Phone 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 From the Directory Menu, select Remove Page Screen pops Before you begin Creating a Windows application screen pop Steps for creating an application screen pop Creating a Windows application screen pop Then Creating a Windows application screen pop Screen pops Creating a DDE screen pop Steps for creating a DDE screen popSelect the Dynamic Data Exchange DDE option button Then Creating a DDE screen pop Screen pops 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 popPage Dialog Reference Main window and menusMenu bar File menu Edit menu Call menu View menu Agent menu Tools menu Audio menu Toolbars Help menuToolbar locations Phone buttons toolbar Dial Number toolbarDial Pad window Phone Directory window Phone features toolbar Feature button toolbarAgent toolbar Call History window Information panels Headset toolbarCall Information Panel System Tray icon Agent Information PanelPhone Display Panel Placing calls through the System Tray icon Avaya IP Agent option dialogs Call handling with the System Tray icon 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 Audio Port Range Administration Advanced tab Login Settings dialog box Volume and Ringer Settings dialog box Ringer Call features Appendix a Shortcut keysShortcut key functions Press Agent features Avaya IP Agent features Windows features Page Appendix B Language support Untranslated componentsSupported languages for Avaya IP Agent Appendix B Language support Appendix C Troubleshooting Diagnostic log filesFilename Contents Login Problem What to doSupport for auto-answer option Automatic login option in the Program For auto-answer in the Program Options Making and receiving calls Ensure that the Enable support for \Program Files\Avaya\ Avaya IP Agent Features window Service-providerOther Trunk-Group definition form is set to Phone Features or Personal Phone Select Tools Phone Features fromPhone Features window Rename All Extensions option Alternative solution possibilities Glossary AUX mode AssistAuto-answer Auto-In Basic Conference Basic TransferCall appearance Call Information Delimited text file Dial PadDial Number button Dial Number toolbar Feature Access Feature buttonInstallation folder Enhanced Lightweight Directory AccessLogin Login ID On-Hook Phone display Prompted digits Pstn Switch System TrayTapi Assisted Dialing Monitor window Windows TerminalPage Index Index EAS 138 ACW