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