Avaya IP Agent, Installation And User Manual

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Introduction
14 Avaya IP Agent Installation and User Guide
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IP Telephone configuration - Agents using an IP telephone can use Avaya IP Agent in
the same manner as with the Telecommuter configuration. Features that are assigned to
the extension can be used through the Avaya IP Agent user interface. In this
configuration, Avaya IP Agent logs in to the telephone itself.
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Avaya Telephone-DCP configuration - Agents using a Digital Communication Protocol
(DCP) telephone in the contact center can use Avaya IP Agent to share control of the
telephone and its features. This configuration, unlike the Telecommuter configuration,
does not require the creation of a second station on the Avaya communication server.
This configuration is supported with Avaya Communication Manager 2.1 or later.
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Avaya Telephone-IP configuration - Agents using an IP telephone in the contact center
can use Avaya IP Agent to shared control of the IP telephone and its feature. In this
configuration, Avaya IP Agent logs in to the communication server, not the telephone as
in the IP Telephone configuration.
Call and contact center features
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VuStats support - Avaya IP Agent can display multiple lines of VuStats information in the
VuStats dialog box. You can use VuStats information to assist in complete monitoring of
the contact center.
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Agent greetings - Agents can record and configure multiple agent greetings based on
such variables as login status, agent work mode, agent ID, prompted digits, Automatic
Number Identification (ANI), or Vector Directory Number (VDN).
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Support for dynamic Quality of Service (QoS) - If the QoS parameters have not been
configured on the PC for an IP Endpoint configuration, Avaya IP Agent downloads the
QoS parameters configured on the Avaya communication server and configures the IP
Endpoint. To use QoS on Windows 2000, you must install the QoS Packet Scheduler
from the Windows 2000 installation. QoS is automatically installed by Avaya IP Agent on
Windows XP.
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Emergency Call Handling Service (E911) - With this feature, agents using IP Endpoints
can use numbers that connect to emergency services, such as 911 in the United States.
Only those emergency services in the Public Safety Answering Point area where the
Avaya communication server is located can be reached. Agents or extensions in remote
locations should not use this feature for emergencies.
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External Number Formatting - For international users, Avaya IP Agent allows you to
define how many digits are present in telephone numbers outside the contact center.
Contact management features
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Call history - Avaya IP Agent records a complete call history of incoming and outgoing
calls, even for those calls that were missed because where the caller does not leave a
voice message.
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Telephone directory - Avaya IP Agent provides a customizable telephone directory that
lists physical addresses, multiple telephone numbers, speed-dial numbers, e-mail
addresses, and notes for each contact.