Introduction

Avaya Aura™ Agent Desktop is a single-interface client application used to interact with customers. You can respond to customer contacts through a variety of media, including phone, outbound contacts, e-mail, Web communication, instant messaging, fax, scanned documents and SMS text messages. Agent Desktop provides automation for customer responses to eliminate repetitive actions, such as typing a common response in an e-mail message.

Agent Desktop supports the following contact types:

Voice contacts

E-mail messages

Outbound contacts

Web communications contacts

Instant Messages

SMS text messages

Fax messages

Scanned documents

Voice mail messages

Your administrator determines which type of contacts you can handle.

Agent Desktop uses Microsoft .NET Framework 3.5 Click Once Deployment technology, which means that you can install and start the application by entering a URL address in Windows Explorer or Internet Explorer.

Prerequisites

Ensure that you review the Contact Center installation procedures.

Supported Operating Systems:

Windows XP Professional SP2 or later

Windows Vista SP2 or later

Windows 7

Ensure that the following are installed on the client machine:

Microsoft Internet Explorer 7.0 or later

Microsoft .NET Framework 3.5

Windows Installer 3.1 Redistributable (v2)

Microsoft Visual C++ 2005 SP1 Redistributable Package (x86)

NN44400-114 Contact Center Agent Desktop

2 December 2010 11

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Avaya NN44400-114 manual Introduction, Prerequisites