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Avaya 7 manual Using a Public Directory with Avaya IP Agent, June

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Chapter 8: Using a Public Directory with Avaya IP Agent

94 Avaya IP Agent Installation and User Guide for Citrix

June 2007

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Avaya 7 manual Using a Public Directory with Avaya IP Agent, Avaya IP Agent Installation and User Guide for Citrix, June

Contents

Release Installation and User Guide for Citrix Avaya IP AgentRelease June 2000-2007 Avaya Inc. All Rights Reserved http//support.avaya.com/ThirdPartyLicenseAvaya IP Agent Installation and User Guide for Citrix ContentsJune 2007 4 Avaya IP Agent Installation and User Guide for Citrix ContentsJune Steps Dropping a call Chapter 9 Screen pops ACD Agent panel Preface Reasons for reissueReasons for reissue on page Related documents on page PurposeAdministrator Guide for Avaya Communication Manager Related documentsAdministrator’s Guide for Avaya MultiVantage Software 10 IP Agent R7 Installation and User GuideWhat is Avaya IP Agent for Citrix? on page What is Avaya IP Agent for Citrix?Avaya IP Agent features for Citrix Telecommuter configuration on pageCall and contact center features Available configuration and supported communication serversContact management features Usability features Security and management featuresCompatible telephone types for Avaya IP Agent Telecommuter configurationWhat you need to know about the Telecommuter configuration Supported telephone types on page Recommended telephone types on pageTelephone model Supported telephone typesAdditional features CommunicationNetwork compatibility Recommended telephone typesNetwork compatibility Avaya IP Agent Installation and User Guide for CitrixJune 2007 Chapter 1 Introduction 18 Avaya IP Agent Installation and User Guide for CitrixJune Telecommuter configurations on page Chapter 2 Configuring the Avaya communication serverValidating Feature Access Codes on page Required Avaya communication server circuit packsC-LAN circuit pack on page IP Media Processor on page C-LAN circuit packIP Media Processor Documentation on pageDocumentation Validating Feature Access CodesSteps for validating Feature Access Codes Before you beginTelecommuter configurations Ensuring compatibility on page Configuring station settings on pageBefore you begin Steps for ensuring Telecommuter station settingsEnsuring compatibility 2. Enter display system-parameters customer-optionsConfiguring station settings Steps for configuring Telecommuter station settings Before you begin8. 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 Prerequisites on page Installing Avaya IP Agent on page Chapter 3 Installing Avaya IP AgentSoftware download package contents Reinstalling Avaya IP Agent on pageProcessor Avaya communication serverServer hardware Hard disk spaceNetworking Server softwarePeripherals Steps for installing Avaya IP Agent for Windows Terminal Services Installing Avaya IP AgentBefore you begin The installation program displays the Setup Type window Uninstalling Avaya IP Agent Reinstalling Avaya IP AgentIntroduction Steps for uninstalling Avaya IP Agent 36 Avaya IP Agent Installation and User Guide for Citrix Chapter 3 Installing Avaya IP AgentJune Configuring the Emergency Call Handling Service on page Chapter 4 Avaya IP Agent enhanced configuration optionsConfiguring the Emergency Call Handling Service Configuring server load balancing across gatekeepers on pageSteps Administering Avaya IP Agent for Emergency Call HandlingBefore you begin 3. Select the Emergency tab Alternate Gatekeeper configuration Configuring Alternate Gatekeeper on Avaya communication serversConfiguring server load balancing across gatekeepers Load Balancing configurationAvaya IP Agent Installation and User Guide for Citrix Load Balancing documentationConfiguring server load balancing across gatekeepers June 200742 Avaya IP Agent Installation and User Guide for Citrix Chapter 4 Avaya IP Agent enhanced configuration optionsJune Chapter 5 Starting and Stopping Avaya IP Agent Initializing IP Endpoint configurations on pageUsing alternate user interfaces on page Starting Avaya IP AgentInitializing IP Endpoint configurations StepsPage Chapter 5 Starting and Stopping Avaya IP Agent 46 Avaya IP Agent Installation and User Guide for CitrixJune Registering with the Avaya communication server Before you beginSetting default registration information Steps for registering with an Avaya communication serverLogging in as an agent EAS Steps for logging in EASBefore you begin Logging in as an agent non-EASSteps for logging in non-EAS 1. Select Tools Program OptionsLogging out of Avaya IP Agent StepsExiting Avaya IP Agent Using alternate user interfacesSteps Titlebar interface AutoAnswer interfaceMini interface Selecting an alternate interfaceRemoving alternate user interfaces Accessing featuresReturning to the main interface StepsRenaming alternate user interfaces Chapter 5 Starting and Stopping Avaya IP Agent 56 Avaya IP Agent Installation and User Guide for CitrixJune Adjusting intervals for monitoring VuStats on page Chapter 6 Using VuStatsConfiguration Viewing a single set of VuStats information in Avaya IP Agent on pageBefore you begin Viewing a single set of VuStats information in Avaya IP AgentSteps Adjusting intervals for monitoring VuStats Before you beginSteps 1. Start the VuStats MonitorDefinitions of agent work modes Chapter 7 Avaya IP Agent basic operationsSelecting an agent work mode Auto-In and Manual-InACW After-Call Work Changing work modesAUX Auxiliary Work Answering a call Configuration settings for TelecommuterHandling incoming calls Steps for answering Telecommuter callsTelecommuter Auto-Answer Configuration settings for Telecommuter Auto-AnswerSteps for answering Telecommuter Auto-Answer calls Reconnecting to a call on hold Using Manual HoldUsing Auto Hold Holding a callReleasing a call Steps for releasing a callBasic call transfer Dropping a callTransferring a call Basic call transfer on page Unsupervised call transfer on pageUnsupervised call transfer Steps for a Basic TransferSteps for an Unsupervised Transfer Enhanced call transferSteps for an Enhanced Transfer Basic Conference on page Enhanced Conference on page Conferencing callsThen Steps for using Basic Conference Basic ConferenceExample Steps for using Enhanced Conference Enhanced ConferenceThen Handling outgoing calls ExampleRecent Calls list Recent Calls list on page Using the Phone Directory on pageAdministering and using Speed Dial on page Abbreviated Dial button on pageUsing the Phone Directory Steps for using the Recent Calls listMenu bar Directory with Avaya IP Agent on pageView ToolbarAction More information Administering and using Speed DialPhone Directory window usage Searching a Public Directory on pageSteps for assigning a Speed Dial number Using a Speed Dial number Abbreviated Dial buttonAbbreviated Dial Steps for using Abbreviated Dial1. Select Tools Phone Features AutodialChapter 7 Avaya IP Agent basic operations 84 Avaya IP Agent Installation and User Guide for CitrixJune Steps for defining a Public Directory service Chapter 8 Using a Public Directory with Avaya IP AgentDefining a Public Directory service Defining a Public Directory service on pagePort Search timeout 200 secs Maximum number of entries returned per searchSearching a Public Directory Steps for searching a Public Directory4. Click the Name field to view a list of available fields defined in this Public Directory service Select Properties ThenSelect Send Email Select Add to DirectorySelecting the fields to display and the order Steps for displaying Public Directory fieldsIdentifying multiple telephone number fields Steps for identifying telephone number fieldsDeleting a Public Directory service Steps for deleting a Public Directory service5. From the Directory Menu, select Remove 94 Avaya IP Agent Installation and User Guide for Citrix Chapter 8 Using a Public Directory with Avaya IP AgentJune Before you begin Setting the active screen pop on page Modifying a screen pop on pageChapter 9 Screen pops Creating a Windows application screen pop on pageCreating a Windows application screen pop Steps for creating an application screen popAvaya IP Agent displays the Screen Pops - Trigger window Avaya IP Agent Installation and User Guide for Citrix5. Select the Next button Creating a Windows application screen popThen 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 popThen 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 popModifying a screen pop Steps for modifying a screen popDeleting a screen pop Steps for deleting a screen popChapter 9 Screen pops 108 Avaya IP Agent Installation and User Guide for CitrixJune Chapter 10 Dialog Reference Login Settings dialog box on pageVolume and Ringer Settings dialog box on page Main window and menusFile menu Edit menu Call menu View menu Agent menu Tools menu Audio menu Help menu Phone features toolbar on page Feature button toolbar on pageToolbars Toolbar locationsDial Number toolbar Phone buttons toolbarDial Pad window Phone Directory window Agent toolbar Phone features toolbarFeature button toolbar Call History windowCall Information Panel Information panelsHeadset toolbar Call Information Panel on page Agent Information Panel on pagePhone Display Panel System Tray iconAgent Information Panel Placing calls through the System Tray iconAvaya IP Agent option dialogs General Settings panel on page ACD Agent panel on pageCall handling with the System Tray icon Call Handling panel on page Call History panel on page General Settings panelVoice Message Number panel on page Feature Access panel on page Call Information Display panel on pageACD 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 Call Server tab on page Login Settings dialog boxEmergency tab on page Advanced tab on page Login tab Call Server tab Audio tab Emergency tab Audio Port Range Administration Advanced tabPrior 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 RingerAvaya IP Agent features on page Windows features on page Call featuresCall features on page Agent features on page Appendix A Shortcut keysAgent features Avaya IP Agent featuresWindows features Appendix A Shortcut keys 144 Avaya IP Agent Installation and User Guide for CitrixJune Untranslated components Appendix B Language supportSupported languages for Avaya IP Agent 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 Diagnostic log files on page Appendix C TroubleshootingDiagnostic log files Alternative solution possibilities on pageWhat to do LoginProblem support for auto-answer optionWhat to do Problemautomatic login option in the Program for auto-answer in the Program OptionsMaking and receiving calls Avaya IP Agent as-neededC\Program Files\Avaya\ Making and receiving callsinformation. See Compatible telephone Othertypes for Avaya IP Agent on page 14 for 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 On-Hook Phone display Prompted digits PSTN Public Directory Public Switched Telephone Network PSTN RC Read-only Reason Code RCSoftphone Split Station Login Registry Release Response file Right-To-Use RTU Screen Pop SkillA private call-handling system providing voice-only or voice and data Protocol VoIP Terminal ServicesVoice-over-Internet VuStatsZip Tone 164 Avaya IP Agent Installation and User Guide for CitrixJune Index IndexAvaya IP Agent Installation and User Guide for Citrix June 2007Page Index Avaya IP Agent Installation and User Guide for CitrixJune 2007 Index 168 Avaya IP Agent Installation and User Guide for CitrixJune