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Avaya IP Agent, Installation And User Manual

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Voice-over-IP considerations

Issue 1.1 August 2004

33

Voice-over-IP considerations

Voice communication through Internet Protocol requires consistent, non-restrictive network 
bandwidth as well as the personal computer hardware sufficient to support not only the 
communications of the agent but also other tasks being performed on the personal 
computer. If you experience problems with Avaya IP Agent Voice-over-IP telephony, you 
should ensure that network and personal computer resources are adequate for the tasks 
being performed. Consider the topics in this section when you are determining the 
efficiency of Voice-over-IP in your contact center.

Real-time processing

Voice-over-IP uses 

real-time

 processing on your personal computer to transmit voice 

communication. Nearly all other processes on a personal computer use 

sequential

 

processing which means that requests for system resources are processed as they 
become available. If resources are not available to process Voice-over-IP actions, the 
quality of the communication degrades.

Network bandwidth

Network bandwidth availability can also have an impact on Voice-over-IP communications. 
The codecs used for Voice-over-IP encoding can vary from using small packets for dial-up 
connections with reduced voice quality to using larger packets providing higher voice 
quality over broadband and high-speed connections.

Tip:

Tip:

Avaya provides the 

Avaya IP Voice Quality Network Requirements

 as an 

in-depth and informative document that defines and describes all aspects of 
networking and how those aspects can affect Voice-over-IP 
communications. You can retrieve this document from the following address:

http://www1.avaya.com/enterprise/whitepapers/ip_networking.pdf

PC hardware and software

The personal computer software and hardware requirements in this document are the 
absolute minimum needed for operation. These minimum requirements do not take any 
tasks, applications, or other actions that may be occurring on the personal computer into 
account. If you experience problems with Voice-over-IP beyond those of configuration 
errors, most can be solved by upgrading the personal computer or using one with higher 
specifications.

Note:

Note:

Voice-over-IP does not guarantee 

toll-quality

 audio. This is affected by 

numerous variables including the codec used, network bandwidth 
availability, personal computer processing capabilities, sound card, network 
lag and packet loss, and many others.

Summary of Contents for IP Agent

Page 1: ...Avaya IP Agent Release 5 0 Installation and User Guide Issue 1 2 April 2005 ...

Page 2: ...mmunications equipment includes both this Avaya product and any other voice data video equipment that could be accessed via this Avaya product that is networked equipment An outside party is anyone who is not a corporate employee agent subcontractor or person working on your company s behalf Whereas a malicious party is anyone including someone who may be otherwise authorized who accesses your tel...

Page 3: ...work compatibility 25 Chapter 2 Installing Avaya IP Agent for PC based configurations 27 Prerequisites 28 CD ROM contents 28 Avaya communication server 29 Personal computer hardware 30 Personal computer software 31 Voice over IP considerations 33 Troubleshooting Voice over IP 34 System descriptions for Voice over IP 34 Interactive installation 36 Distributed installation information 36 Web based i...

Page 4: ...ling Avaya IP Agent for Windows Terminal Services 57 Reinstalling Avaya IP Agent for Windows Terminal Services 60 Uninstalling Avaya IP Agent for Windows Terminal Services 61 Introduction 61 Steps 61 Chapter 4 Configuring the Avaya communication server 63 Required Avaya communication server circuit packs 64 C LAN circuit pack 64 IP Media Processor 64 Documentation 65 Validating Feature Access Code...

Page 5: ...ya IP Agent 101 Starting Avaya IP Agent 102 Steps for starting Avaya IP Agent 102 Initializing IP Endpoint configurations 103 Steps 103 Initializing CallMaster VI configurations 112 Registering with the Avaya communication server 113 Before you begin 113 Setting default registration information 113 Steps for registering with an Avaya communication server 113 Registering while using a VPN 115 Loggi...

Page 6: ...egin 137 Basic call transfer 137 Unsupervised call transfer 138 Enhanced call transfer 139 Conferencing calls 141 Basic Conference 141 Enhanced Conference 143 Handling outgoing calls 146 Recent Calls list 146 Using the Phone Directory 147 Administering and using Speed Dial 151 Abbreviated Dial button 153 Chapter 8 Agent Greetings 155 Creating agent greetings 157 Steps for creating an agent greetin...

Page 7: ...mber fields 175 Deleting a Public Directory service 177 Steps for deleting a Public Directory service 177 Chapter 11 Screen pops 179 Creating a Windows application screen pop 181 Steps for creating an application screen pop 181 Creating a DDE screen pop 186 Steps for creating a DDE screen pop 186 Setting the active screen pop 191 Steps for setting an active screen pop 191 Modifying a screen pop 19...

Page 8: ...on settings 235 ANI settings 236 VDN settings 237 Prompted Digits settings 238 Audio settings 239 Audio Options dialog box 239 Audio Monitor dialog box 241 Volume and Ringer Settings dialog box 242 Audio Tuning Wizard 243 Appendix A Shortcut keys 245 Shortcut key functions 246 Call features 246 Agent features 246 Avaya IP Agent features 247 Windows features 247 Appendix B Language support 249 Untr...

Page 9: ...that you are familiar with the following items The personal computer on which Avaya IP Agent will be installed and run Windows 2000 Professional Windows XP Professional or Windows Terminal Services on Windows 2000 Server or Windows 2003 Server standard or Advanced edition Standard Windows conventions and terminology Contact center configurations and operations Conventions used The following conven...

Page 10: ... Avaya MultiVantage Software Administrator s Guide for Avaya Communication Manager Ordering documentation To order documents by telephone contact Globalware Solutions through the following telephone numbers Voice within the United States 1 800 457 1235 Voice international 207 866 6701 Fax within the United States 1 800 457 1764 Fax international 207 626 7269 To order documents by mail write to Glo...

Page 11: ...es introductory and basic information about Avaya IP Agent This chapter includes the following sections What is Avaya IP Agent on page 12 Avaya IP Agent configurations on page 17 Compatible telephone types for Avaya IP Agent on page 21 Network compatibility on page 25 ...

Page 12: ...5 on page 12 Avaya IP Agent features on page 13 New features for Avaya IP Agent Release 5 The following is a list of the new features for Avaya IP Agent Silent installation You can now create an installation script that allows you to install subsequent installations of Avaya IP Agent without user interaction If you use a network management system such as Microsoft SMS or Hewlett Packard OpenView y...

Page 13: ...in screen pops for agents Network resident agent greetings Agent greetings can now be stored on network drives Agent greetings in the Telecommuter configuration With the Avaya Switcher II headset which connects to both a DCP telephone and a PC contact centers using the Telecommuter configuration can now use agent greetings Avaya IP Agent features The following lists provide the main features that ...

Page 14: ...e 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 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 configur...

Page 15: ...ld transfer conference and agent work mode functions Automatic login An agent can automatically log in to the Avaya communication server when Avaya IP Agent is started Avaya IP Agent uses the login information from the previous login Speed dialer Agents can assign telephone numbers to function keys F2 through F8 Voice message icon When voice messages are present for the extension currently in use ...

Page 16: ...network region These addresses can be used if call signaling on the original C LAN circuit pack fails Support for server load balancing across gatekeepers Registration and usage of Avaya communication servers can be distributed across multiple C LAN circuit packs within a network region This increases performance and reliability for all IP Endpoints Application updates This feature can be used to ...

Page 17: ...nd the Avaya communication server has two channels one for signaling data and one for voice Avaya IP Agent controls the data flow while the iClarity IP Audio an H 323 V2 compliant audio application handles voice communications This type of configuration provides the best IP audio quality that is possible with your connection speeds personal computer performance and network setup Agents make and re...

Page 18: ...uration provides toll quality audio and full telephony functionality through Avaya IP Agent Agents make and receive calls through the Avaya IP Agent interface and the voice path is sent to the specified telephone What you need to know about the Telecommuter configuration The following is a list of the Telecommuter configuration requirements and capabilities Connection One dial up or network connec...

Page 19: ...ne available network bandwidth and network stability Agent Greetings Not supported in this configuration Avaya communication server connections One user connection CallMaster VI configuration DCP connection The Avaya CallMaster VI is a small telephone with eight buttons two headset jacks and DCP Digital Communications Protocol connectivity This telephone is connected to a personal computer through...

Page 20: ...Avaya IP Agent This configuration is useful for those environments where an agent is the only person assigned to an extension and never has the need to work from an off site location What you need to know about the Avaya Telephone configuration The following is a list of the Avaya Telephone configuration requirements and capabilities Connection One network connection from the personal computer run...

Page 21: ...erver and officially supported for use with IP Agent Telephone model Communication platform Additional features CallMaster 602A1 DCP 80 character 2x40 display CallMaster II 603D1 DCP 80 character 2x40 display CallMaster III 603E1 DCP 80 character 2x40 display CallMaster IV 603F1 DCP 80 character 2x40 display CallMaster V 607A1 DCP 48 character display CallMaster VI 606A1 DCP 80 character 2x40 disp...

Page 22: ...ay Use of this telephone with the Avaya Telephone IP configuration requires Avaya Communication Manager 2 1 or later 4610 IP 168x80 pixel display Supported only on Avaya Communication Manager 2 1 or later 4612 IP 48 character display Use of this telephone with the Avaya Telephone IP configuration requires Avaya Communication Manager 2 1 or later 4620 IP 168x132 pixel display Expansion module avail...

Page 23: ... Expansion module available Compatible with Avaya Telephone DCP configuration 8405D 8405D DCP 48 character display This telephone cannot be used with the Avaya Telephone DCP configuration 8410D DCP 48 character display This telephone cannot be used with the Avaya Telephone DCP configuration 8411D DCP 48 character display For this telephone set you must disable the data port which is true for all s...

Page 24: ...ns the following types provide the most buttons and features and an 80 character display 606A1 8434D Because of the greater number of characters used for display these telephone types are better suited to handle VuStats or Prompted Digits information Note Note For the IP Telephone and Avaya Telephone configurations these telephone types are only valid for use if these exact stations are in use at ...

Page 25: ...vaya iClarity IP Audio dialog boxes used for login to set an IPSec IP address that is assigned by the VPN gateway and that is visible to the application on the personal computer If you need assistance contact Avaya technical support The VPN solution provided by Avaya iClarity IP Audio only supports VPNs that use one to one IP address substitution VPNs that use many to one IP address substitution c...

Page 26: ...Introduction 26 Avaya IP Agent Installation and User Guide ...

Page 27: ...mportant information for installing and uninstalling Avaya IP Agent on a PC This section includes the following topics Prerequisites on page 28 Voice over IP considerations on page 33 Interactive installation on page 36 Silent installation on page 43 Upgrades and reinstallation on page 47 Uninstalling Avaya IP Agent on page 50 ...

Page 28: ...mum or recommended requirements for the following CD ROM contents on page 28 Avaya communication server on page 29 Personal computer hardware on page 30 Personal computer software on page 31 CD ROM contents The Avaya IP Agent CD ROM contains the following items Avaya IP Agent installation program Avaya IP Agent program files Documentation in PDF format Adobe Acrobat Reader 5 0 or later is required...

Page 29: ... and Avaya Telephone IP A Control LAN Circuit Pack C LAN circuit pack TN799B or later and an IP Media Processor TN2302AP circuit pack Avaya CallMaster VI No extra components required IP Endpoint CallMaster VI Avaya communication servers with Avaya Communication Manager software Avaya communication servers with Avaya MultiVantage software DEFINITY Enterprise Communication System ECS R10 DEFINITY IP...

Page 30: ...a stored for the phone directory call history agent greetings and screen pops RAM The following table shows the memory requirements for the Avaya IP Agent configurations and the supported operating systems Audio Road Warrior VoIP configurations require a sound card and one of the following hardware configurations Headset with integrated microphone PC speakers and microphone For maximum voice quali...

Page 31: ...one Avaya Telephone DCP configurations One network connection and one DCP telephone connection 2400 series or 6400 series telephones Avaya CallMaster VI configurations A Digital Communications Protocol DCP connection to the Avaya communication server and a serial RS 232 connection between the personal computer and the Avaya CallMaster VI telephone Tip Tip Avaya provides Avaya IP Voice Quality Netw...

Page 32: ... Pack 2 Windows XP Professional with Service Pack 1 Important Important Important The integrated firewall of Windows XP must be disabled for Avaya iClarity IP Audio to function Microsoft Internet Explorer 5 5 or later Important Important Important Microsoft Windows 2000 Advanced Server and Windows 2000 Datacenter Server are not supported ...

Page 33: ...ce over IP communications The codecs used for Voice over IP encoding can vary from using small packets for dial up connections with reduced voice quality to using larger packets providing higher voice quality over broadband and high speed connections Tip Tip Avaya provides the Avaya IP Voice Quality Network Requirements as an in depth and informative document that defines and describes all aspects...

Page 34: ...n created that include specialized instruction sets that optimize specific types of applications and processes These include speech processing If you are experiencing problems with Voice over IP communications with Avaya IP Agent Avaya recommends using a system with higher specifications for the following items Processor speed On chip memory L1 or L2 cache System Bus speed Note Note Avaya IP Agent...

Page 35: ... system is a personal computer that sometimes uses applications normally found in an office environment The following list presents some examples of activities and applications that are used in a moderate demand system Word processors Spreadsheets Web browsing Data entry General e mail Low demand A low demand system is a personal computer that rarely uses any applications apart from Avaya IP Agent...

Page 36: ...crosoft Systems Management Server SMS or Hewlett Packard OpenView you can deploy Avaya IP Agent using a combination of the Avaya IP Agent silent install feature and the remote execution capability of your management software Web based installation information The Avaya IP Agent product CD ROM includes a single file executable that will install Avaya IP Agent from a centralized Web server You can f...

Page 37: ...n your DEFINITY MultiVantage or Communication Manager system If you have not done so or are unsure contact your Avaya representative for assistance Installing Avaya IP Agent To install Avaya IP Agent 1 If the Avaya IP Agent installation program did not begin after the CD ROM was inserted run the Launcher exe file in the root directory of the CD ROM The installation program displays the setup selec...

Page 38: ...a IP Agent the Endpoint previously configured on the personal computer is selected by default IP Endpoint Use this option for LAN and dial up connections CallMaster VI Endpoint Use this option for personal computers connected through a serial connection to an Avaya CallMaster VI terminal Note Note This CallMaster VI Endpoint option is valid only for those contact centers using Avaya CallMaster VI ...

Page 39: ...oceed to step 9 8 If you selected the CallMaster VI Endpoint configuration the install program displays the Provide PASTE Feature Access Code window The PC Application Software Translation Exchange PASTE is an Avaya communication server feature that uses the Avaya CallMaster VI terminal to pass software translation information to Avaya IP Agent Enter the PASTE Feature Access Code in the provided f...

Page 40: ...to install ensure that the Space Required does not exceed the Space Available which is indicated at the bottom of the window 14 Select the Next button The installation program displays the Select Program Folder window 15 Use the Select Program Folder window to specify the folder name that will appear in the Start Menu Select one of the following methods Accept the default Avaya IP Agent folder nam...

Page 41: ...eck boxes on the upper portion of this dialog box ensure that one of the languages in the field Select the languages you would like to have added is highlighted 22 If you want Avaya IP Agent to run automatically when Microsoft Windows is started select the Automatically start the following version of Avaya IP Agent when Windows is started check box and then select the language from the drop down l...

Page 42: ...the installation program displays the readme txt file Otherwise proceed to Step 28 27 When you have read the readme txt file close the application displaying it The installation program displays the final installation window 28 Select the Finish button The installation program closes Note Note In some situations conditions exist at the end of the installation process where you must restart your pe...

Page 43: ...ry windir Do not attempt to record a response file by running Setup exe from a location where you do not have write permission However through the use of the f1 command line parameters you can specify a different location for the response file You can rename the response file without consequence By default the installation script is named setup iss For silent install to use the renamed file you mu...

Page 44: ...nse file for silent installation 1 Insert the Avaya IP Agent CD ROM in the CD ROM drive The Avaya IP Agent installation program starts Parameter Description f1 path filename Specifies a different directory location and filename for the response file f2 path filename Specifies a different directory location and filename for the log file This file is created when the s parameter is used r Specifies ...

Page 45: ...n The r parameter notifies the installation program to record all selections made during the installation process to the response file Important Important Important To ensure that your selections are being recorded look at the Start Copying Files window If the Setup Mode item displays record your silent install recording is active and working properly 7 Following the procedure found in Interactive...

Page 46: ... exe s If you need to specify a response file other than setup iss add the f1 parameter with the location and filename of the response file Avaya IP Agent is installed without any notification on the target PC By default a log file is created where Setup exe is located If you need to specify a different location for the log file use the f2 directory filename parameters in conjunction with the s pa...

Page 47: ...is the same as listed in Interactive installation on page 36 except for the following You cannot change the installation directory for Avaya IP Agent If you select to not store information for multiple users during installation and multiple users were used previously Avaya IP Agent will only migrate the application data for the user performing the update Data migration The following list describes...

Page 48: ... communication server when it is run for the first time Upgrading CentreVu IP Agent V2 to Avaya IP Agent R5 This section provides information on upgrading CentreVu IP AgentV2 to Avaya IP Agent R5 Data migration The installation procedure for upgrading to Avaya IP Agent is the same as listed in Interactive installation on page 36 except for the following All data and settings used in CentreVu IP Ag...

Page 49: ...nt CentreVu Agent must be uninstalled before Avaya IP Agent can be installed This uninstall will be initiated during the installation of Avaya IP Agent and will be carried out upon receiving your confirmation Reinstalling Avaya IP Agent R5 This section provides information for reinstalling or upgrading to a later release of Avaya IP Agent R5 When you are reinstalling Avaya IP Agent the current end...

Page 50: ...ya IP Agent installation Log files created by Avaya IP Agent The iClarity IP Audio component Steps for uninstalling Avaya IP Agent To uninstall the Avaya IP Agent application from Windows 2000 or Windows XP 1 Close Avaya IP Agent if it is currently running 2 In the Windows Control Panel select Add Remove Programs Windows displays the Add Remove Programs dialog box 3 In the Currently installed prog...

Page 51: ...is option removes all Avaya IP Agent user data from the personal computer When the uninstall process is complete a window containing a successful message is displayed 7 Select the Finish button to complete the uninstall process 8 Close the Add Remove Programs dialog box ...

Page 52: ...Installing Avaya IP Agent for PC based configurations 52 Avaya IP Agent Installation and User Guide ...

Page 53: ... or Citrix MetaFrame XP can implement Avaya IP Agent to provide agents with enhanced call features and a computer telephone interface to their extension Avaya IP Agent can be used only in the Telecommuter mode in this environment This section includes the following topics Prerequisites on page 54 Installing Avaya IP Agent on Windows Terminal Services on page 57 Reinstalling Avaya IP Agent for Wind...

Page 54: ... IP Agent CD ROM contains the following Avaya IP Agent installation program Avaya IP Agent program files Documentation in PDF format Adobe Acrobat Reader 5 0 or later is required to view PDF documents A readme txt file containing last minute information Avaya communication server The following Avaya communication servers can be used Avaya communication servers with Avaya Communication Manager soft...

Page 55: ...on Avaya IP Agent can require more hard disk space depending on the amount of data stored for the phone directory call history and screen pops RAM The following table provides the minimum memory requirements for the Windows Terminal Services version of Avaya IP Agent Networking The desktop workstation must have one network non dialup connection and one telephone connection DCP or analog Peripheral...

Page 56: ...multaneously registered with the server Server software Avaya IP Agent requires the following software One of the following Microsoft Windows operating systems with Windows Terminal Services Windows 2000 Server Windows 2000 Advanced Server Windows 2003 Server Standard Edition Windows 2003 Server Enterprise Edition Microsoft Internet Explorer 5 5 or later Note Note Avaya IP Agent for Windows Termin...

Page 57: ... your DEFINITY MultiVantage or Communication Manager system If you have not done so or are unsure if you have done so contact your Avaya representative for assistance If you install applications for your users from the server you should perform these installations during off hours because the Avaya IP Agent installation might require a restart of the system Steps for installing Avaya IP Agent for ...

Page 58: ...w select one of the following options and then select the Next button Typical This option installs the basic options in English as well as in the language of your Microsoft Windows operating system Proceed to Step 13 Custom This option installs the basic options in English as well as in any language you choose Selecting this option and then the Next button will display the Select Language Componen...

Page 59: ...is not available for Windows Terminal Services 16 Select the Next button The installation program displays the Start Copying Files window This window displays the options that you selected If you need to make any changes to the selections you made select the Back button until you reach the necessary window The install program begins copying files When this process is complete the View the Release ...

Page 60: ...nd User Guide Reinstalling Avaya IP Agent for Windows Terminal Services If you reinstall Avaya IP Agent for Windows Terminal Services the process is exactly as described in Installing Avaya IP Agent on Windows Terminal Services on page 57 Personalized configurations and data are preserved ...

Page 61: ...he Windows Add Remove Programs feature Read only folders that are shared with other applications are not removed If you have added any files or directories to the Avaya IP Agent installation directory those files will not be removed The uninstall program removes All installed Avaya IP Agent files including all language versions Folders created by the Avaya IP Agent installation Log files created b...

Page 62: ...Installing Avaya IP Agent for Windows Terminal Services 62 Avaya IP Agent Installation and User Guide ...

Page 63: ...before attempting any of the procedures in this section If you are unfamiliar with the fields or settings described in this section consult your Avaya communication server documentation for assistance This section includes the following topics Required Avaya communication server circuit packs on page 64 Validating Feature Access Codes on page 66 Road Warrior and Telecommuter configurations on page...

Page 64: ... or 100BaseT Ethernet connection and up to 16 DS0 physical interfaces for PPP connections Two integrated modems provide remote PPP connectivity over analog facilities Multiple C LAN circuit packs can be added to a system to increase TCP IP capacity This circuit pack provides data signaling over TCP IP for Avaya IP Agent It is used for the Telecommuter IP Telephone Avaya Telephone and Road Warrior ...

Page 65: ...Internet Protocol VoIP for Avaya IP Agent It is used for the Road Warrior IP Telephone and Avaya Telephone IP configurations where a VoIP connection is made to the Avaya communication server Documentation For installation procedures and configuration information for the C LAN and IP Media Processor circuit packs see Administration for Network Connectivity for your Communication Manager MultiVantag...

Page 66: ...h the proper administrative permissions Important Important Important Screens presented in this section might differ in appearance from those of your Avaya communication server All options on the specified forms mentioned in this procedure are available but might not be on the page noted Steps for validating Feature Access Codes To validate Feature Access Codes 1 Log in to the Station Administrati...

Page 67: ...ed to be configured as such on your Avaya communication server You are free to determine your own Feature Access Codes 5 Administer the Feature Access Codes for Login and Logout as well as any other FACs that you want available for your agents For Avaya CallMaster VI configurations you must also administer the PASTE Feature Access Code which is located on a different page of this form If Feature A...

Page 68: ...nabled only if your Avaya communication server supports use of Internet Protocol IP for calls Important Important Important If any settings of your Avaya communication server do not conform with the steps in this procedure you must contact Avaya to purchase the appropriate options or configuration for your Avaya communication server before you can use Avaya IP Agent If you need to configure a spec...

Page 69: ...e that the Maximum Concurrently Registered IP Stations field is set to a number greater than zero This number represents the total number of IP stations that can be connected to the Avaya communication server at one time IP stations can consist of Avaya IP Agent Avaya IP Softphone and IP telephone sets 4 Navigate to Page 3 of the customer options form 5 Ensure that the IP Stations field is set to ...

Page 70: ...he Avaya communication server you should have completed the procedures in Ensuring compatibility on page 68 to verify that your Avaya communication server supports Avaya IP Agent and Feature Access Codes To change settings on the Avaya communication server you must have a user ID with the proper administrative permissions If the station has not yet been created you must create it using the add sta...

Page 71: ...he physical telephone must be one of those listed in Compatible telephone types for Avaya IP Agent on page 21 For DCP the physical telephone is unusable while Avaya IP Agent is registered with its extension The telephone will become usable again when the Avaya IP Agent session is disconnected from the Avaya communication server If you selected the 8434D type and more feature buttons are needed for...

Page 72: ...m 8 Set the Multimedia Mode field to enhanced 9 Set the Service Link Mode field to one of the following options as needed Use this setting if the station has low call traffic or a toll is charged for calls permanent Use this setting if the station has high call traffic or if it is set as an auto answer station 10 Ensure that the IP Emergency Calls field is set to the appropriate setting for your c...

Page 73: ...de when the call has been completed after call This function places agents in the After Call Work ACW mode aux work This function places agents in the Auxiliary Work AUX mode Multiple Auxiliary Work buttons with different reason codes can be assigned to this extension Note Note You can configure your Avaya communication server to prompt for reason codes when an agent enters the aux work state rele...

Page 74: ...on therefore you must assign a drop function for each station to ensure proper operation of the Avaya IP Agent Drop feature When this station is connected to the Avaya communication server the assigned button functions are displayed in the Avaya IP Agent Phone Features window You can find information on all available button functions in the documentation for your Avaya communication server ...

Page 75: ...o support Avaya IP Agent in the Avaya CallMaster VI configuration Before you begin Read and understand the following items before administering your Avaya communication server A BCS Guestworks system does not support Avaya CallMaster VI configurations Important Important Important If any Avaya communication server settings do not conform with the steps in this procedure you must contact Avaya to p...

Page 76: ...ou are using Avaya CallMaster VI telephone sets with the 606A1 telephone type you must ensure that the PC Application Software Translation Exchange PASTE feature is enabled Locate the PASTE Display PBX Data on Phone field and ensure that it is set to y Configuring station settings This section provides the procedure for configuring station settings to support the Avaya CallMaster VI configurations...

Page 77: ...XXXXX where XXXXX is the number of the station to be used with Avaya IP Agent The Avaya communication server displays the change station form for the specified extension 3 In the Type field enter 606A1 4 In the Port field enter the number of the port providing the connection for the Avaya CallMaster VI telephone 5 Navigate to Page 3 of the change station form 6 On pages 3 4 5 and 6 of the station ...

Page 78: ...Prompting feature obtains information from a caller through a collect digits vector step When this station is connected to the Avaya communication server the assigned button functions are displayed in the Avaya IP Agent Phone Features window You can find information on all available button functions in the documentation for your Avaya communication server 7 After you create a station and assign or...

Page 79: ...communication server supports use of Internet Protocol IP for calls Important Important Important If any settings of your Avaya communication server do not conform with the steps in this procedure you must contact Avaya to purchase the appropriate options or configuration for your Avaya communication server before you can use Avaya IP Agent If you need to configure a specific range of ports to use...

Page 80: ...m 3 Ensure that the Maximum Concurrently Registered IP Stations field is set to a number greater than zero This number represents the total number of IP stations that can be connected to the Avaya communication server at one time IP stations can consist of Avaya IP Agent Avaya IP Softphone and IP telephone sets 4 Navigate to Page 3 of the customer options form 5 Ensure that the IP Stations field i...

Page 81: ...ure for configuring station settings to support the IP Telephone and Avaya Telephone IP configurations Before you begin Before configuring station settings on the Avaya communication server you should have completed the procedure in Ensuring compatibility on page 79 to verify that your Avaya communication server supports Avaya IP Agent and Feature Access Codes To change settings on the Avaya commu...

Page 82: ...appropriate action If CTI manual is displayed save your changes by following the prompts on the telephone display If CTI off is displayed press 1 to enable CTI control and then save your changes by following the prompts on the telephone display Steps for configuring IP Telephone and Avaya Telephone IP station settings To change station settings to support the IP Telephone and Avaya Telephone IP co...

Page 83: ... field has been set to enhanced 9 Set the Service Link Mode field to one of the following options as needed Use this setting if the station has low call traffic or a toll is charged for calls permanent Use this setting if the station has high call traffic or if it is set as an auto answer station 10 If the Auto Answer field is set to All or ACD on the station or agent form you must enable the Enab...

Page 84: ... Auxiliary Work AUX mode Multiple Auxiliary Work buttons with different reason codes can be assigned to this extension Note Note You can configure your Avaya communication server to prompt for reason codes when an agent enters the aux work state release Assignment of this feature is mandatory This feature terminates the current call and line appearance callr info This function is required only wit...

Page 85: ... be enabled only if your Avaya communication server supports use of Internet Protocol IP for calls Important Important Important If any settings of your Avaya communication server do not conform with the steps in this procedure you must contact Avaya to purchase the appropriate options or configuration for your Avaya communication server before you can use Avaya IP Agent If you need to configure a...

Page 86: ...communication server 2 Enter display system parameters customer options The SAT displays Page 1 of the system parameters customer options form 3 Ensure that the Maximum Concurrently Registered IP Stations field is set to a number greater than zero This number represents the total number of IP stations that can be connected to the Avaya communication server at one time IP stations can consist of Av...

Page 87: ...Avaya communication server you should have completed the procedures in Ensuring compatibility on page 85 to verify that your Avaya communication server supports Avaya IP Agent and Feature Access Codes To change settings on the Avaya communication server you must have a user ID with the proper administrative permissions If the station has not yet been created you must create it using the add statio...

Page 88: ...rtant Important Important This field must reflect the exact model of telephone that will be used by the agent 4 In the Port field specify the port that this DCP telephone will use This option is used when a remote agent takes direct control of a telephone that has a DCP connection to the Avaya communication server Enter the port number of the actual telephone assigned to this extension 5 Enter a n...

Page 89: ...n auto answer station 10 If the Auto Answer field is set to All or ACD on the station or agent form you must enable the Enable support for auto answer feature in the Avaya IP Agent Program Options and then reboot You can find this option under Tools Program Options in the Avaya IP Agent main window 11 Navigate to Page 3 of the change station form 12 On pages 3 4 and 5 of the station administration...

Page 90: ...aux work state release Assignment of this feature is mandatory This feature terminates the current call and line appearance callr info This function is only required with the Call Prompting feature so that agents are allowed to display information collected from the originator of the call The Call Prompting feature obtains information from a caller through a collect digits vector step on the Avaya...

Page 91: ...ses Avaya IP Agent This section contains the following topics Configuring the Emergency Call Handling Service on page 92 Configuring Avaya IP Agent for VPN configurations on page 95 Installing the Quality of Service Packet Scheduler on page 97 Configuring Alternate Gatekeeper on Avaya communication servers on page 99 Configuring server load balancing across gatekeepers on page 100 ...

Page 92: ...lls made from an Avaya endpoint Your use of this product indicates that you have read this advisory and agree to use an alternative telephone to dial all emergency calls from remote locations This section contains the following topics Administering the Avaya communication server for Emergency Call Handling on page 92 Administering Avaya IP Agent for Emergency Call Handling on page 93 Note Note For...

Page 93: ...for the Emergency Call Handling Service before this feature can be used through Avaya IP Agent Steps To configure the Emergency Call Handling Service in Avaya IP Agent 1 Start Avaya IP Agent Windows displays Avaya IP Agent and the Login window 2 In the Login window select the Settings button Avaya IP Agent displays the Settings dialog box 3 Select the Emergency tab 4 Place a check mark in the Enab...

Page 94: ... a telephone number other than your extension sent to emergency services Specify the telephone number to send in the provided field For example enter a number corresponding to a Digital Communications Protocol DCP telephone in your vicinity that has a fixed known location so that emergency personnel know where to respond If you are unsure of a number to enter see your system administrator 6 Select...

Page 95: ...dress through the Login Settings dialog box Note Note Use of a VPN is not supported with Avaya IP Agent for Windows Terminal Services Steps To set the local IP address for a VPN configuration 1 Start Avaya IP Agent Windows displays Avaya IP Agent and the Login window 2 In the Login window select the Settings button Avaya IP Agent displays the Settings dialog box 3 Select the Advanced tab Avaya IP ...

Page 96: ...owing IP address as displayed by the VPN client check box Avaya IP Agent enables the associated IP address field 5 In the IP address field enter the local IP address to be used by the VPN client 6 Select the OK button All subsequent login attempts to the Avaya communication server will cause this dialog box to be displayed ...

Page 97: ...wall the range of ports for QoS set up on the Avaya communication server must overlap the range of firewall ports specified in Avaya IP Agent by 100 ports If these ranges do not overlap by 100 ports QoS is not used by Avaya iClarity IP Audio and transmissions are done within the range of firewall ports Many Avaya IP telephones are equipped with internal QoS For information about QoS in IP telephon...

Page 98: ...de 6 Select Service 7 Select the Add button Windows displays the Select Network Service dialog box 8 Select QoS Packet Scheduler 9 Select the OK button 10 Select the Close button in the Local Area Connection Properties dialog box 11 Close the Network and Dial up Connections window ...

Page 99: ...ess is sent to the IP Endpoint If registration is successful the Avaya communication server sends back the IP addresses of all C LAN circuit packs defined in the same network region Avaya IP Agent can use these addresses as alternatives if call signaling on the original C LAN circuit pack fails Tip Tip You can better control the usage and workload of C LAN circuit packs by creating network regions...

Page 100: ...ks in sequential order This helps distribute IP Endpoints evenly amongst the C LAN circuit packs Important Important Important It is important that you use the network region feature to control which C LAN circuit packs are available when one pack loses connectivity Without proper region assignments for your C LAN circuit packs Avaya IP Agent could attempt to connect to a C LAN circuit pack that h...

Page 101: ... page 102 Initializing IP Endpoint configurations on page 103 Initializing CallMaster VI configurations on page 112 Registering with the Avaya communication server on page 113 Logging in as an agent EAS on page 117 Logging in as an agent non EAS on page 119 Logging out of Avaya IP Agent on page 121 Exiting Avaya IP Agent on page 122 Using alternate user interfaces on page 123 ...

Page 102: ... Agent select Programs Avaya IP Agent If you are using a new installation of Avaya IP Agent select Programs Avaya 3 Select Avaya IP Agent language The Avaya IP Agent window is displayed Although Avaya IP Agent is now running your extension is not yet registered with the Avaya communication server 4 If this is the first time that Avaya IP Agent is run you must follow the procedure for your type of ...

Page 103: ...installation of Avaya IP Agent to register with an Avaya communication server 1 Start Avaya IP Agent Avaya IP Agent starts the Configuration Wizard automatically 2 Select the Next button Avaya IP Agent displays the next window of the Configuration Wizard 3 Select the appropriate option Log into Avaya call server Select this option for Road Warrior Telecommuter and Avaya Telephone configurations If...

Page 104: ...elephone that will be used with Avaya IP Agent If you have entered an extension number select the Discover button to automatically populate the IP address of the IP telephone 6 Select the Next button Avaya IP Agent displays the next window of the Configuration Wizard 7 In the Primary Server Address field enter the domain name or IP address of the Avaya communication server C LAN circuit pack that ...

Page 105: ...ge regarding the Emergency Call Handling feature Note Note For the IP Telephone configuration the Emergency Call Handling window is not displayed If you are using the IP Telephone configuration proceed to Step 17 12 Read the text of this warning completely and select the I Agree button if you understand and agree to the conditions stated in this message If you select the I Disagree button the Conf...

Page 106: ...agree to use an alternative telephone to dial all emergency calls from remote locations Your extension number XXXXXXX Select this option button if you want your extension number to be sent to emergency personnel This selection is best used for those stations within the contact center Enter the number of digits that your contact center uses for extensions For DEFINITY R10 systems extension numbers ...

Page 107: ...r specific information about the different bandwidth settings If you are using Avaya IP Agent for Windows Terminal Services you can only select the Telecommuter option Important Important Important The quality of the audio in a Road Warrior configuration is dependent on many factors See Voice over IP considerations on page 33 for specific information If you select the Telecommuter option you must ...

Page 108: ...will guide you through the process of adjusting the audio properties of your PC Note Note You must complete this section before you will be allowed to register with the Avaya communication server 18 Select the Next button Avaya IP Agent displays the next window of the Configuration Wizard This window varies based on the configuration type 19 In the Select a playback device field select the appropr...

Page 109: ...re is not available in the Windows Terminal Services version of Avaya IP Agent Important Important Important The Avaya Switcher II connects directly to both your telephone and PC If you are not using an Avaya Switcher II you will not be able to properly record and use agent greetings in Telecommuter mode 23 Select the Next button Avaya IP Agent displays the next window of the Configuration Wizard ...

Page 110: ...ow the instructions listed in this window to set the optimal volume level for the audio output of your PC sound device 27 After setting the volume level select the Next button 28 If you selected the Avaya Switcher II feature Avaya IP Agent displays a window for setting the microphone playback volume of this unit If you did not enable this feature proceed to the next step ...

Page 111: ...ent level of volume for recording select the bottom option You must set the initial level by moving the slider bar so that when you speak into your microphone you can see green boxes in the Audio meter These boxes should not exceed the boundaries marked by the caret characters 31 Select the Next button Avaya IP Agent displays a test window 32 Select the Test button to set the level of background n...

Page 112: ...allation of Avaya IP Agent for a CallMaster VI configuration the Select Communication Port window is displayed when you first start Avaya IP Agent In the drop down list box select the communications COM port that is used to connect the PC to the Avaya CallMaster VI telephone When you have specified the COM port select the OK button to continue ...

Page 113: ...or placing and answering calls in an IP Endpoint configuration Before you begin If you attempt to log in to an Avaya communication server that is not a DEFINITY MultiVantage or Communication Manager system Avaya IP Agent displays an Invalid Station Type error message You must use a DEFINITY MultiVantage or Communication Manager system with Avaya IP Agent You can see a list of systems that are supp...

Page 114: ...try that contains the appropriate telephony properties for your current location 7 If you do not want to enter your password each time you register with the Avaya communication server place a check mark in the Remember password for next login session check box If you are concerned with the possibility of unauthorized persons registering as this extension leave this check box blank 8 If you want to...

Page 115: ...gin attempts To re enable this option you must follow the steps under Configuring Avaya IP Agent for VPN configurations on page 95 Change the local IP address used by this application With this option the VPN feature remains active However you can change the IP address that will be used by the VPN client Continue with the current settings Select this option to retain the current IP address setting...

Page 116: ...Running Avaya IP Agent 116 Avaya IP Agent Installation and User Guide When you have selected the appropriate option press the OK button to continue the login process ...

Page 117: ...Avaya IP Agent displays the Agent Login dialog box 2 In the Agent Login dialog box enter your agent number and password in the appropriate fields 3 Select the Login button If you are using the Telecommuter Avaya Telephone or IP Telephone configuration the extension specified in the Login window will ring For Road Warrior VoIP and Avaya CallMaster VI configurations a line appearance will be created...

Page 118: ...ion and User Guide 5 To leave the AUX work mode select either the Auto In or Manual In button For more information about Auto In and Manual In work modes see Selecting an agent work mode on page 128 You are now ready to begin receiving and making calls ...

Page 119: ...Select Tools Program Options 2 From the Program Options window select the ACD Agent item from the list box 3 Remove the check mark from the Configure program for EAS agent support check box 4 Ensure that a check mark is present in the Prompt for agent ID and password during agent login check box Note Note If this feature is not enabled you must enter your agent ID and password through the telephon...

Page 120: ... only one or two digits you may be required to place one or more zeros in front of the split number This is dependent on the configuration of your Avaya communication server See the documentation for your Avaya communication server 5 Select the Login button 6 Select the split from the Agent toolbar again 7 Select the appropriate work mode from the resulting menu 8 For each split you want to log in...

Page 121: ...nt Steps To log out of Avaya IP Agent 1 Select the Logout button on the agent toolbar or select Agent Agent Logout from the menu bar If the Avaya communication server has been configured to require logout reason codes Avaya IP Agent displays a prompt in the status bar for entry of the reason code 2 Enter your logout reason code through the keyboard or the Dial Pad ...

Page 122: ... the procedure for exiting the Avaya IP Agent application Steps To exit Avaya IP Agent and log out of the Avaya communication server 1 After you have logged out as an agent select File Exit from the main window The Avaya IP Agent main window closes and your extension is logged out of the Avaya communication server ...

Page 123: ...window The following figure compares interface size Note Note The procedures in this document are written for the default main window You will not be able to exactly follow these procedures when you are using an alternate user interface However the Program Menu button on the right side of the interface allows you to access the most commonly used features in Avaya IP Agent Also the shortcut key com...

Page 124: ...n a call this interface is the largest of the alternate interfaces It includes call handling buttons agent work modes buttons and buttons used to access other Avaya IP Agent features such as the Phone Directory and Call History window Selecting an alternate interface This section provides the steps for selecting one of the three alternate user interfaces available with Avaya IP Agent Steps To sele...

Page 125: ...tton next to Program Menu button on the right side of the interface Removing alternate user interfaces If you do not want these interfaces available for use remove all files located in the following directory install directory Avaya Avaya IP Agent Skins If you want only one interface available to agents leave that file in the Skins directory and delete the other files Note Note Avaya IP Agent cann...

Page 126: ...of these menu items are derived from actual filenames these items will appear in English for international versions of Avaya IP Agent To cause these menu items to appear in a specific language other than English you must use a language specific version of Windows and then rename the files as needed ...

Page 127: ... contains information on the basic operations of Avaya IP Agent This chapter includes the following topics Selecting an agent work mode on page 128 Handling incoming calls on page 130 Transferring a call on page 137 Conferencing calls on page 141 Handling outgoing calls on page 146 ...

Page 128: ... the agent is in Manual In mode and completes a call the agent is automatically placed in After Call Work ACW mode To become available to receive another ACD call the agent must manually select the Auto In or Manual In mode If the agent tries to change agent modes while not on an active call the change takes place immediately ACW After Call Work Agents use this work mode to indicate that tasks rel...

Page 129: ...work modes can be changed through the following methods Using shortcut keys See Shortcut keys on page 245 Selecting the associated work mode button on the agent toolbar See Agent toolbar on page 206 Selecting the work mode from the Avaya IP Agent System Tray icon See System Tray icon on page 210 Selecting the work mode from the Agent menu in the main window See Agent menu on page 201 Note Note Whe...

Page 130: ...Avaya IP Agent configurations to list them in this document The following are some suggested procedures on answering calls for different configurations Telecommuter Configuration settings for Telecommuter The following list provides the options to set for this configuration Agent Administration for auto answer is set to station or none Station Administration for auto answer is set to none Station ...

Page 131: ...figuration settings for Telecommuter Auto Answer The following list provides the options to set for this configuration Agent Administration for auto answer is set to station ACD or all Station Administration for auto answer is set to ACD or all Station Administration has the service link set to permanent During the event of agent login the telephone will ring to deliver the login confirmation tone...

Page 132: ...hould select the Answer button on the new CIP The call is connected and the agent can begin conversing with the calling party Road Warrior and CallMaster VI Auto Answer Configuration settings for Road Warrior and CallMaster VI Auto Answer In this configuration the Auto Answer feature is enabled Steps for answering Road Warrior and CallMaster VI Auto Answer calls To answer a call for this configura...

Page 133: ...ion feature Contact your telecommunication provider for more information Steps for answering IP Telephone and Avaya Telephone calls To answer a call for this configuration 1 The agent should wait for the telephone to ring and then answer it Answering of the telephone will automatically be detected through Avaya IP Agent 2 After the call is completed and the calling party disconnects from the call ...

Page 134: ...bar For those using the Telecommuter configuration or the IP Telephone configuration you may also place a call on hold by pressing the Hold button on the telephone if it is so equipped Using Auto Hold The Auto Hold feature does not require pressing a Hold button If you change to a second call appearance the first call is automatically placed on hold Reconnecting to a call on hold To reconnect to a...

Page 135: ...anel CIP You will not hear a dial tone after you select the Release button Select the Release button that is located on the Phone Button toolbar If you are using an Avaya CallMaster VI press the Release button on the telephone If you are using Telecommuter or IP Telephone configuration you may hang up the handset Select the Release item in the Phone Features window 2 If you have a call on hold you...

Page 136: ...Guide Dropping a call Use the Drop feature when you want to disconnect from a normal call or drop the last party added to a conference call To drop a call select the Drop button located on the Phone Button toolbar You are then disconnected from the call and hear a dial tone ...

Page 137: ...g box to set this option You can also choose a type of transfer that is different from the default by selecting Call Transfer from the menu bar If all of your call appearances are currently in use you can transfer a call only to an existing call appearance not to a new telephone number If you enable the Abort Transfer or Abort Conference feature on your Avaya communication server Avaya IP Agent ca...

Page 138: ... was successful You can complete the transfer at any time after the number is entered either during the ringing state or after the second party answers You can change this call transfer into a conference by selecting Basic Conference instead of Basic Transfer 4 If there is no answer the line is busy or you decide the transfer is not needed do the following steps to cancel the transfer Select the R...

Page 139: ...from the main window which indicates that the transfer was successful Enhanced call transfer Use the Enhanced Transfer feature to transfer the active call to another extension or telephone number by entering the number of receiving party into a dialog box With this mode you have the ability to transfer the call directly without announcing it to the receiving party or you can wait to announce the c...

Page 140: ...u can return to the original call without losing this call by selecting the Switch to call on hold button and select this button again to return to the transfer 4 Remain on the line and wait for an answer 5 Perform one of the following actions If Then The number dialed is answered Announce the call and select the OK button in the confirmation dialog Both CIPs are no longer displayed in the main wi...

Page 141: ...one numbers Basic Conference Use the Basic Conference feature to connect multiple calls together so that all parties can communicate simultaneously With this method you use the numbers on the keyboard or the Dial Pad to enter the telephone numbers to conference together Steps for using Basic Conference To conference a call using Basic Conference 1 While you are active on a call select Call Confere...

Page 142: ...ence is active You may change the conference call into a transfer by selecting Basic Transfer instead of Basic Conference in Step 3 4 Repeat the previous steps until you have conferenced all parties The single CIP displays CONFERENCE X where X equals the number of parties participating in the call Example If you added three parties to the call the CIP displays CONFERENCE 3 5 If there is no answer ...

Page 143: ...ays the Enhanced Conference dialog box Note Note The dialog box you see may be different because it depends on the number of call appearances that are present If all available call appearances are active the dialog box does not have a New Number field If only one call appearance is active the dialog box does not display the Existing Call field 2 In the New Number field enter the extension or telep...

Page 144: ... is no answer the line is busy or you decide to cancel the conference select the Cancel button If you selected the Cancel button select the Reconnect button on the CIP associated with the original call 5 If you selected the OK button wait for an answer 6 Repeat the previous steps until you have conferenced all parties The single CIP displays CONFERENCE X where X equals the number of parties partic...

Page 145: ...o the call the CIP displays CONFERENCE 3 Any person on the conference call can hang up at any time 7 To disconnect the last person added to the conference call select the Drop button 8 When the conference call is over select the Release button The CIP is removed from the main window ...

Page 146: ... or more sets of Dialing Properties configured In the office one set of Dialing Properties cause a number sometimes a 9 to be dialed to access an external line Alternatively the same laptop could have a Dialing Properties set that does not use an external line number for when the user is at home or traveling The format of telephone numbers in the Phone Directory ensures that all of these configura...

Page 147: ...AVAYA are displayed in the recent calls list as letters not as the associated numbers Steps for using the Recent Calls list To make a call using the Recent Calls list 1 Select the down arrow next to the Call History button Avaya IP Agent displays a list of previously dialed and received numbers 2 Select the number you want Avaya IP Agent to dial A call appearance is created and the selected teleph...

Page 148: ...window File New This item displays the Properties dialog and allows entry of a new contact Import Text File Comma Separated Values This item allows you to import a CSV file containing contacts and their associated information Export This item exports the Phone Directory to a comma separated value file CSV Note Note The entries for the comma separated values are listed below in the order that they ...

Page 149: ...irectory window Edit Name Number Email Category Edit the displayed information for the selected contact Delete Delete the selected contact Properties View all information for the selected contact Categories Add delete or modify the categories defined in the Phone Directory Field Organizer Organize the fields displayed in the Phone Directory View Use this menu to determine how the entries appear in...

Page 150: ... mail message to the highlighted entry Properties Select this button to display a dialog box containing the details of the highlighted entry This dialog box also allows modification of this information Delete Select this button to delete the highlighted entry New entry Select this button to display the Properties dialog and enter the information for a new contact Categories Select this button to d...

Page 151: ...quently used telephone numbers by selecting entries from the Speed Dial list or by pressing function keys F2 F8 on the keyboard Entries in the Phone Directory can be assigned as Speed Dial numbers A maximum of 25 telephone numbers can be assigned to the Speed Dial list Steps for assigning a Speed Dial number To assign a telephone number in the Phone Directory to the Speed Dial list 1 In the Avaya ...

Page 152: ...irectory entry available when a function key such as F2 F3 F8 is pressed select the Assign this number to a function key option The Phone Directory entry appears in the F2 row Note Note If you want to assign this new entry to another function key highlight it and use the up and down arrow icons in the dialog box to move the entry to a new location in the list 6 When you are satisfied with the func...

Page 153: ... Directory entry to a function key you can simply press that function key to dial the associated telephone number Abbreviated Dial button If the Abbreviated Dial feature has been administered on the Avaya communication server for your extension you can store telephone numbers in the Phone Features window for quick and easy dialing Each number can be a complete or partial telephone number an extens...

Page 154: ... associated with the number you want to dial A call appearance is created and the selected telephone number is dialed The button label for an Abbreviated Dial is a number whereas the button label for an autodial button is the word autodial plus the number This difference is shown in the following table Abbreviated Dial Autodial 51008 autodial 51008 ...

Page 155: ...ent greetings on page 160 Before you begin Read and understand the following items before you work with the Agent Greetings feature Avaya IP Agent supports agent greetings for Avaya CallMaster VI endpoints and IP endpoints using the Road Warrior configuration The Telecommuter configuration can support agent greetings if you use an Avaya Switcher II headset The IP Telephone and Avaya Telephone conf...

Page 156: ... User Guide If you are using the Avaya Switcher II headset you must run the Audio Tuning Wizard and enable the Play greetings via Avaya Switcher II check box You must then close and restart Avaya IP Agent for Agent Greetings to appear in the Tools menu ...

Page 157: ... inactive agent mode such as Auxiliary Work or After Call Work to prevent interruptions from incoming calls when you are recording your greeting 2 From the Avaya IP Agent main window menu bar select Tools Agent Greetings Avaya IP Agent displays the Agent Greetings window 3 Highlight an agent greeting in the list by clicking on the name 4 Select the Record button 5 By using the microphone that is e...

Page 158: ... set multiple agent greetings to be active if each greeting has a unique VDN as the activation criteria This is also true for agent greetings that play for specific Automatic Number Identification ANI telephone numbers or Prompted Digits If two agent greetings meet the same criteria so that both would play for a single call Avaya IP Agent restricts the activation of both agent greetings 3 Close th...

Page 159: ...on criteria To set the activation criteria for an Agent Greeting 1 From the Avaya IP Agent main window menu bar select Tools Agent Greetings Avaya IP Agent displays the Agent Greetings window 2 Highlight the agent greeting to modify by clicking on the name 3 Select the Properties button in the button bar Avaya IP Agent displays the Agent Greetings dialog box for the selected greeting 4 Use this di...

Page 160: ...deleting an agent greeting To delete an existing agent greeting 1 From the Avaya IP Agent main window menu bar select Tools Agent Greetings Avaya IP Agent displays the Agent Greetings window 2 Highlight an agent greeting in the list by clicking on the name 3 Select the Delete button which is displayed as an X on the toolbar Avaya IP Agent deletes the selected agent greeting ...

Page 161: ...plays any VuStats buttons that have been assigned to the extension by the communication server administrator Using Avaya IP Agent you will be able to specify how long the program monitors each transmission of VuStats information before it moves to the next one This section includes the following topics Configuring an extension for VuStats through the Avaya communication server on page 162 Viewing ...

Page 162: ... must have one or more buttons assigned with the vu display feature Different streams of VuStats information are available by specifying the format and ID parameters of the vu display feature For different views and formats multiple VuStats configurations can be assigned to the buttons for this extension Configuration For information on configuring extensions for the VuStats feature through your A...

Page 163: ...ne Display menu item is present If a check mark is not present select the item to enable it Before performing this procedure the VuStats feature must have been assigned to one or more buttons for this extension See Configuring an extension for VuStats through the Avaya communication server on page 162 for more information Steps To display VuStats in the Avaya IP Agent main window 1 From the Avaya ...

Page 164: ...splay can be updated before the Refresh Rate changes focus to the top of the list For example if you have six VuStats lines of display in the VuStats Monitor and the Display Interval is set for 10 seconds your Refresh Rate should be 60 seconds or greater Tip Tip If a VuStats line of display has not been updated before the next VuStats item begins to update increase the Display Interval delay Steps...

Page 165: ...5 seconds 10 seconds 5 Select the interval that should pass before focus is changed from one line of display to the next line When focus moves to a line of display in the VuStats Monitor the VuStats data for that line is updated 6 After setting one or both time intervals click the Start button on the toolbar The VuStats Monitor window begins displaying VuStats information according to the time int...

Page 166: ...Using VuStats 166 Avaya IP Agent Installation and User Guide ...

Page 167: ...e is also called Search LDAP Lightweight Directory Access Protocol Important Important Important Avaya IP Agent does not support the enhancements available in LDAP v3 If you use an LDAP v3 Public Directory service you must use Avaya IP Agent as an LDAP v2 client This section includes the following topics Defining a Public Directory service on page 168 Searching a Public Directory on page 170 Selec...

Page 168: ...c Directory Avaya IP Agent displays the Directory Properties window 3 In the following fields enter the necessary information Description Enter a name by which you will identify this Public Directory server This field is required Server Address Enter the network domain or IP address of the Public Directory server This field is required Login If authorization is required by the Public Directory ser...

Page 169: ...lic Directory server contact the administrator of that system 4 Select the Advanced tab if changes to the following defaults are required Port 389 Search timeout 200 secs Maximum number of entries returned per search 200 5 After entering all necessary information select the OK button Avaya IP Agent adds this Public Directory to the list of available services and closes the Directory Properties dia...

Page 170: ...To search a Public Directory service 1 In the Avaya IP Agent menu bar select Tools Search Public Directory Avaya IP Agent displays the Search Public Directory dialog box 2 To select the Public Directory service to use start by clicking the Directory Menu button Avaya IP Agent displays a menu listing all defined Public Directory services 3 From the resulting list select the Public Directory service...

Page 171: ...ined fields of the service will be available 5 Select the field through which you want to conduct your search The data field that you select appears as the label 6 In the field to the right of the label enter a string to search for within the selected data field and press the Enter key Avaya IP Agent sends the query to the Public Directory service receives the data and displays it in the Search Pu...

Page 172: ...hen You want Avaya IP Agent to dial the number listed for the selected entry Select Call Name If you have configured Avaya IP Agent to have multiple telephone numbers for each entry another pop up menu is displayed with this list of numbers From this second list select the number you want to call You want to compose an e mail to the address associated with the selected entry Select Send Email You ...

Page 173: ... bar select Tools Search Public Directory Avaya IP Agent displays the Search Public Directory window 2 From the menu bar of the Search Public Directory window select Edit Field Organizer Avaya IP Agent displays the Field Organizer window Note Note If the Field Organizer window does not contain any fields you might need to first run a query of the Public Directory service with the default settings ...

Page 174: ...is order list box The double arrow buttons and will move all fields from one list box to the other 5 To change the order of the fields in the Show fields in this order list box highlight the field to move by clicking on it 6 Use the up and down buttons at the bottom of the list box to move the position of the highlighted field 7 Repeat Steps 5 and 6 for the pertinent fields to set the desired orde...

Page 175: ...g telephone number fields To select multiple telephone numbers to be available for the Call feature perform the following steps 1 From the main window menu bar select Tools Search Public Directory Avaya IP Agent displays the Search Public Directory window 2 From the Search Public Directory window menu bar select Edit Select Phone Numbers Avaya IP Agent displays the Select Phone Numbers window 3 In...

Page 176: ...Using a Public Directory with Avaya IP Agent 176 Avaya IP Agent Installation and User Guide 5 Select the OK button ...

Page 177: ...c Directory window 2 To select the Public Directory service to delete click the Directory Menu button Avaya IP Agent displays a menu listing all defined Public Directory services 3 Select the Public Directory service from the Directory Menu The selected item from the menu is set as the active Public Directory service and the Directory Menu button displays its name 4 Once again click the Directory ...

Page 178: ...Using a Public Directory with Avaya IP Agent 178 Avaya IP Agent Installation and User Guide ...

Page 179: ...also capable of passing parameters as part of an HTML string when it is initialized Dynamic Data Exchange DDE This type of screen pop retrieves information you specify from a call and passes it to a DDE server or application The DDE server or application can then send information from its database or a file to an interface displayed on the personal computer This section includes the following topi...

Page 180: ...h an external application such as Avaya ASAI To pass UUI the Avaya communication server must have the Display UUI Information feature enabled Additionally the UUI feature does not support user defined languages This feature is only available for incoming calls and it requires that a uui info button is administered for the extension receiving the call ...

Page 181: ...incoming call or an outgoing call is made Steps for creating an application screen pop To create a Windows screen pop 1 From the menu bar of the Avaya IP Agent window select Tools Screen Pops Avaya IP Agent displays the Screen Pops window 2 Select File New Avaya IP Agent displays the Screen Pops wizard 3 Enter a name for this screen pop in the text box 4 Ensure that the Window Explorer option butt...

Page 182: ...wered The screen pop starts when an incoming call has been answered through the Avaya IP Agent interface or by picking up the handset in the Telecommuter or IP Telephone configuration Missed The screen pop starts when the call appearance from an incoming call disappears after not being answered This can be caused by the caller hanging up or if the call was routed to a voice mail system after a spe...

Page 183: ...clude CGI scripts java scripts or many other Web enabled tools A filename This can be any filename with an extension specified in the Windows Registry as having an associated application that is used to open it for example HTM DOC and TXT If a filename is specified that does not have a valid application association in the Registry Windows will display an error message This screen pop should be run...

Page 184: ...ved by Avaya IP Agent Important Important Important These parameters cannot be used for passing arguments to an executable program You may also specify these parameters manually within the URL address string 11 After entering the URL address or filename select the Next button 12 If you specified any parameters to be used in the Action window you are presented with the Format Call Information windo...

Page 185: ...aller Number Prompted Digits VDN and UUI as test information Select the Continue button when all necessary test information has been entered in these fields Avaya IP Agent starts the screen pop 14 After you have confirmed that the test of the screen pop was successful close the screen pop and select the Next button on the Testing window Avaya IP Agent displays the Setup Completed window 15 Select ...

Page 186: ...an outgoing call is made Steps for creating a DDE screen pop To create a DDE screen pop 1 From the menu bar of the Avaya IP Agent window select Tools Screen Pops Avaya IP Agent displays the Screen Pops window 2 Select File New Avaya IP Agent displays the Screen Pops wizard 3 Select the Dynamic Data Exchange DDE option button 4 Select the Next button Avaya IP Agent displays the Screen Pops Trigger ...

Page 187: ...t interface or by picking up the handset in the Telecommuter or IP Telephone configuration Missed The screen pop starts when the call appearance from an incoming call disappears after not being answered This can be caused by the caller hanging up or if the call was routed to a voice mail system after a specific number of rings Released The screen pop start when the Release button is pressed on a C...

Page 188: ...ervice refer to the documentation supplied with that product 9 Select which option will be used for the DDE conversation from the following list Execute command A string expression that specifies a command recognized by the server application The string will only be changed to input caller information The syntax must match the syntax required by the DDE program For example if embedded quotes are n...

Page 189: ...number of characters presented for each parameter do the following steps a Enable the check box on the specific parameter screen b Use the Number of characters to include and Location fields to adjust the boundaries of the string c After you have specified the boundaries of the parameter string select the Next button If more than one parameter was specified in the Action window earlier the Format ...

Page 190: ...Screen pops 190 Avaya IP Agent Installation and User Guide 14 Select the Finish button Avaya IP Agent saves this screen pop and displays it in the Screen Pops window ...

Page 191: ... Agent displays the Screen Pops window 2 In the Name column place a check mark next to the screen pops to use for all subsequent telephone calls It is possible to set multiple screen pops as being active if those screen pops do not conflict in their selection criteria For example if two or more screen pops are set to activate during a Ringing call but are set for different VDNs all of these can be...

Page 192: ...y and double click it Avaya IP Agent opens the Screen Pops wizard and populates it with the data configured for this screen pop 3 For each dialog change the necessary configuration as needed and select the Next button to continue for each one See Creating a Windows application screen pop on page 181 or Creating a DDE screen pop on page 186 for specific information on each window of the Screen Pops...

Page 193: ... of a screen pop cannot be undone Steps for deleting a screen pop To delete a screen pop 1 From the Avaya IP Agent main window menu bar select Tools Screen Pops Avaya IP Agent displays the Screen Pops window 2 Highlight the screen pop to be deleted by clicking on it 3 From the menu bar select Edit Delete The selected screen pop is deleted 4 Close the Screen Pops window ...

Page 194: ...Screen pops 194 Avaya IP Agent Installation and User Guide ...

Page 195: ...d their basic functionality Only those interfaces not described through other sections of this document are described here This section contains the following topics Main window and menus on page 196 Avaya IP Agent option dialogs on page 212 Login Settings dialog box on page 228 Agent Greetings settings on page 235 Audio settings on page 239 ...

Page 196: ...his section defines all of the items available in the Avaya IP Agent menus Some menus and menu items are available only when they are valid for your current configuration For example the Call menu is not available in an IP Endpoint configuration when a call is not currently active Other menus menu items and buttons on the interface will be disabled when the associated functionality cannot be used ...

Page 197: ... of Avaya IP Agent to a file This file can then be re imported to this personal computer or to another personal computer with Avaya IP Agent Note Note When exporting and importing settings most name changes to features in the Phone Features or Personal Phone Features windows are made on a per extension basis To ensure that name changes are made for all extensions right click on the feature and sel...

Page 198: ... agent and the extension Edit menu The following items are available on the Edit menu Cut Removes any highlighted text in the Number field and places it on the Windows clipboard Copy Copies any highlighted text in the Number field and places it on the Windows clipboard Paste Retrieves the last item placed on the Windows clipboard and places it in the Number field Call menu The Call menu is availab...

Page 199: ...ce the call and select Transfer again Unsupervised Transfer Select Transfer enter the number to be called in the displayed dialog box and select the OK button to transfer the call You are not able to talk to the party receiving the transferred call with this type of transfer Enhanced Transfer Select Transfer enter the number to be called in the displayed dialog and select OK You can announce the c...

Page 200: ...lbars Dial Number Enabling this item displays the Dial Number toolbar which provides a field for entering digits It also contains the buttons used to access the Call History feature the Phone Directory feature the Dial Pad and the Search Public Directory feature Toolbars Audio Control Enabling this item displays the Audio Control toolbar Using this toolbar the user can enable or disable audio tran...

Page 201: ...w The Status Bar displays different types of information such as current activity notification of voice messages the state of Avaya IP Agent and tooltips Alternate Interfaces This menu item lists all alternate user interfaces that have been installed with Avaya IP Agent The alternate user interfaces use much less desktop space than the default interface See Using alternate user interfaces on page ...

Page 202: ...Selecting this item displays the Personal Phone Features window which is used to create a smaller list of phone features that are used often or for ease of access Call History Selecting this item displays the Call History window which displays a log of all calls received by this extension This log includes name number date time duration and call notes Phone Directory Selecting this item displays t...

Page 203: ...able for CallMaster VI configurations The following items are available on the Audio menu Volume and Ringer Settings Selecting this item displays the Volume and Ringer Settings dialog box Through this dialog box you can adjust the volume for your speakers microphone and ringer You can also mute all devices and control other options Audio Options Selecting this item displays the Audio Options dialo...

Page 204: ...n server to the Avaya CallMaster VI unit Help menu The following items are available on the Help menu Contents Selecting this item displays the table of contents for Avaya IP Agent online help About Avaya IP Agent Selecting this item displays the About dialog box which provides product information for Avaya IP Agent Toolbars This section provides descriptions and additional information on the tool...

Page 205: ...ons Each toolbar can be moved to any location in the main window To move a toolbar 1 Move the mouse pointer on the far left side of the toolbar until the mouse pointer changes its appearance to the resizing icon 2 Click and hold the left mouse button 3 Drag the toolbar to the necessary location The toolbar will change positions as you move it over different areas of the main window 4 When the tool...

Page 206: ... displayed with all entries in the Phone Directory that match the string of characters For example entering Sm in the field and pressing the Enter key could display a pop up menu with the following entries in the Phone Directory This field will search for entries only in the Phone Directory It cannot be used to search a public directory LDAP This toolbar also contains the following features that y...

Page 207: ...s station See Configuring the Avaya communication server on page 63 for more information on which buttons are necessary Phone features toolbar The Phone features toolbar can display one or more folders from the Phone Features window When you click a button in this toolbar Avaya IP Agent displays a list of the items contained within the associated folder To display items on this toolbar open the Ph...

Page 208: ...t on and off hook Note Note If this station has been set as a 606A1 phone type on the Avaya communication server this button may not function properly in the Telecommuter configuration CallMaster toolbar Note Note This toolbar is only available for CallMaster VI configurations The CallMaster toolbar contains the following controls Microphone Select this button to mute the microphone on the CallMas...

Page 209: ...ng available options for this call such as hold transfer and conference The timer in this panel displays the amount of time that has elapsed for a call and the work done in a subsequent non active work mode such as ACW When an agent enters Auto In or Manual In mode the timer is reset to 0 Note Note To disable the call timer see How to remove the call timer on page 265 Agent Information Panel Avaya...

Page 210: ...enu will not be displayed Placing calls through the System Tray icon You can use two methods to place a call using the Avaya IP Agent System Tray icon Highlight dialing Highlight a telephone number in any application Then when you right click the System Tray icon selecting the item at the top of the menu will automatically dial the highlighted number Note Note The Windows Terminal Services version...

Page 211: ... of the resulting pop up menu will display the telephone number that you copied to the clipboard Both of these methods allow for calling telephone numbers with letters such as 1 800 GO AVAYA Call handling with the System Tray icon The Avaya IP Agent System Tray icon can also be used to access common telephone functionality such as placing a call on Hold To use the capability you must be on a call ...

Page 212: ...els of the Program Options dialog box General Settings panel on page 213 ACD Agent panel on page 215 Call Handling panel on page 216 Call History panel on page 217 Call Information Display panel on page 218 Database Options panel on page 219 User Interface Options panel on page 220 External Number Format panel on page 221 Event Logging panel on page 222 Greetings Options panel on page 223 Voice Me...

Page 213: ... an Avaya CallMaster VI unit This code which is found on the Avaya communication server allows the Avaya CallMaster VI unit to translate information sent from the Avaya communication server and relay that information to Avaya IP Agent Enable automatic login This feature is only available for Road Warrior Telecommuter IP Telephone and Avaya Telephone configurations When this check box is enabled Av...

Page 214: ...guration file Note Note This feature does not support Universal Naming Convention UNC or local directory paths For example servername resource filename or file c temp filename are not supported Note Note This feature is not supported with Avaya IP Agent on Windows Terminal Services The Version entry is mandatory This entry specifies the version of the available update Avaya IP Agent compares the c...

Page 215: ... Avaya IP Agent could send the following string to a Web page for entry into a database such as an ASP Web page The Address entry is used to prefix the string of fields and data If you require assistance in creating a Web page for this feature you can contact the Avaya Professional Services Organization for information and pricing regarding available services ACD Agent panel The ACD Agent panel co...

Page 216: ...IP Agent attempts to automatically log the agent in to the Avaya communication server after successful extension registration Call Handling panel The Call Handling panel contains the following items Call Transfer Use Basic Transfer Selecting this option sets the default transfer mode to the basic method Call Transfer Use Unsupervised Transfer Selecting this option sets the default transfer mode to...

Page 217: ...ls When this check box is enabled Avaya IP Agent makes a record of all calls received at this station in the Call History log Log outgoing calls When this check box is enabled Avaya IP Agent makes a record of all calls made from this station in the Call History log Months to keep calls in log Use this field to specify the number of months for which records are stored in the Call History log Number...

Page 218: ...om the Phone Directory if the telephone number for the active call is found If the telephone number for the active call is not found the call information from the Avaya communication server is displayed Display call information using Japanese font When this check box is enabled Avaya IP Agent displays all information in Japanese This feature is available only if the Japanese version of Avaya IP Ag...

Page 219: ...w location before changing this setting Default If you have previously changed the location of the database you can select this button to change the location back to the default location that was set during installation Change Select this button to specify a different location for the Avaya IP Agent database Agent mdb Enable program database backup If you want to Avaya IP Agent to automatically sa...

Page 220: ...dialpad When this check box is enabled the Dial Pad displays the letters that correspond to the numbers on the number pad of a telephone Display the Shortcut icon in the system tray When this check box is enabled the Avaya IP Agent icon is displayed in the System Tray on the Windows task bar Incoming Calls Display the main window for incoming calls When this check box is enabled and a call is rece...

Page 221: ...umber Format panel contains the following items Maximum number of digits in city code Specify the number of digits that are dialed for telephone numbers that use a code to identify a city Minimum number of digits in phone number including city code Specify the fewest number of digits that can be used to dial an external call This number should also include the code used to identify a city Maximum ...

Page 222: ...is recorded Avaya support personnel use this information to determine the cause of any problems with Avaya IP Agent View Log Select this button to display the Avaya IP Agent log file Monitor Select this button to display the Events Monitor window This window displays all Avaya IP Agent events that are recorded with the logging feature This window displays information only if the Enable logging for...

Page 223: ...a Switcher II and CallMaster VI configurations Default Select this button to change to the location that was set during installation Change Select this button to open a browse window where you can select the directory where Avaya IP Agent uses and stores agent greetings You can store agent greetings on the local PC or in a network location Note Note If you have recorded agent greetings in another ...

Page 224: ...g items Do nothing Avaya IP Agent does not initiate any action when you click the icon Dial this number Select this option and provide a telephone number or extension to dial in the associated field When you click the icon Avaya IP Agent dials the number in this field Use Application Select this option and provide the path and filename of an executable program file for Avaya IP Agent to run when y...

Page 225: ...ily used in the process of recording agent greetings On Select this button to activate the CallMaster headset Volume Use this slider control to adjust the volume of the audio output heard through the headset Ring Pattern Use this field to select one of the eight distinctive audio signals that notify you when a call is waiting to be answered Volume Use this slider control to adjust the volume of th...

Page 226: ...ess panel contains the following items Feature List Each of the Avaya IP Agent areas listed in this box can be protected from modifications To select a feature area click on the feature in this list Disable Access When this check box is enabled users are restricted from accessing the specified feature panel This option is not available for the Program Options feature When access to a feature is di...

Page 227: ... Event Logging panel is always available even if you have restricted access to all features In this manner agents can activate logging without administrator intervention You should need to record event logs only if they are requested by Avaya technical support personnel ...

Page 228: ...ox is accessed by pressing the Settings button on the Login window that is used to register with an Avaya communication server This section contains the following topics Login tab on page 229 Call Server tab on page 230 Audio tab on page 231 Emergency tab on page 232 Advanced tab on page 233 Note Note If you are using the IP Telephone configuration only the Login tab will be displayed For Avaya Te...

Page 229: ...ibility of unauthorized persons assuming this identity leave this check box blank Automatically login if possible when application restarts When this check box is enabled logging in to the Avaya communication server is attempted automatically when Avaya IP Agent is started Dialing Location Specify the dialing configuration that Windows should use when making telephone calls For example an agent us...

Page 230: ...with it Avaya IP Agent attempts to use the other Avaya communication servers in this field Number of alternate servers This area displays the number of communication servers that are available in the Alternate Server Addresses field Add This button allows manual addition of an Avaya communication server to the list of alternate Avaya communication servers Remove Select this button to remove the cu...

Page 231: ...th Setting Select the rate at which data is transmitted and received in the Road Warrior configuration Telecommuter Select this option to specify that the data channel is routed through the personal computer using Internet Protocol and that voice communications are conducted through a telephone This is the only option available for the Windows Terminal Services version of Avaya IP Agent Telephone ...

Page 232: ...this endpoint should transmit the specified telephone or extension number to emergency services Your extension number Select this option if you want your extension number to be transmitted to emergency services personnel when an emergency call is made Telephone number Select this option if you want a specific telephone number to be transmitted to emergency services personnel when an emergency call...

Page 233: ...n must be provided before registering with the Avaya communication server Note Note The IP address cannot be 0 0 0 0 Choose from the following port range to communicate with the server When this check box is enabled Avaya iClarity IP Audio will use the port range that you specify in the associated fields This feature is used to restrict the Avaya iClarity IP Audio to a limited range of ports with ...

Page 234: ...ation for your Avaya communication server for information on network regions It is important that the intersection of the audio port ranges set for Avaya iClarity IP Audio and for the Avaya communication server overlap by at least 100 ports In the event that the overlap is less than 100 the range reported by the Avaya communication server is ignored For example if the port range is set to 51000 51...

Page 235: ...Description settings The Greeting Description dialog box contains the following controls Greeting Enter the title of this Agent Greeting Description Enter text in this field to provide more information for this agent greeting such as purpose or usage Auto play only for Agent ID If this option is selected this agent greeting is played for incoming calls only if the currently logged in agent ID matc...

Page 236: ...artial Matching When this check box is enabled this agent greeting is played if the digits in the Auto play only for this ANI field appear anywhere within the ANI string Look for the digits from the If you enable the Partial Matching check box you must also select the location in the ANI string where the digits are to be found For example if you select the Left option the digits specified in the A...

Page 237: ...al Matching option you must also select the location in the VDN string where the digits are to appear For example if you select the Right option the digits specified in the Auto play only for this VDN field must match the final digits in the VDN number for this agent greeting to be played Starting at This field is displayed only if you set the Look for the digits from the field to Middle Use this ...

Page 238: ...rtial Matching option you must also select the location in the prompted digits string where the digits can be found For example if you select the Middle option the digits specified in the Auto play only for these prompted digits field must be present in the string at the position specified in the Starting at field for this agent greeting to play Starting at This field is displayed only if the Look...

Page 239: ...log box on page 241 Volume and Ringer Settings dialog box on page 242 Audio Tuning Wizard on page 243 Audio Options dialog box The Audio Options dialog box contains the following items Headset or Handset Select this option button if you are using a headphone or a handset to speak to and hear the other party on a call This option button is disabled if the Audio Tuning Wizard identifies a half duple...

Page 240: ...r high speed connections G 711 A law CCITT A law Use this codec for high speed connections G 729a Use this codec for mid speed connections G 723 Use this codec for low speed connections Jitter Buffer Displays the size of the jitter buffer which stores packets to ensure a consistent delivery of voice to your speakers or headset so that the voice stream you hear does not contain gaps The larger the ...

Page 241: ...o you that the call is still active Restore button Select this button to use the values for the settings that were present when this dialog box was opened Reset button Select this button to set all values to the default product values Note Note You cannot restore or reset settings while you are logged in to the server Audio Monitor dialog box The Audio Monitor dialog box displays the current stati...

Page 242: ...headset or PC speakers Record Volume Use this slider to adjust the volume of all sound transmitted through a microphone to your personal computer Mute Enable this check box to eliminate sound being sent to your personal computer through the microphone Ringer Volume Use this slider to adjust the volume of the sound that is played through your speakers or headset that occurs when you receive an inco...

Page 243: ...e that detects the hardware and software settings for your personal computer It will also have you test the levels for your microphone and speakers for optimum performance See Initializing IP Endpoint configurations on page 103 for information and descriptions for the Audio Tuning Wizard interface ...

Page 244: ...Dialog Reference 244 Avaya IP Agent Installation and User Guide ...

Page 245: ...ut keys refer to key combinations that you can use to invoke a particular command For example to place a call on hold you can press Ctrl H Some of the most commonly used shortcut keys are shown in this section In order for shortcut keys to work as documented the Avaya IP Agent window must have focus as the current application ...

Page 246: ...IP Agent features on page 247 Windows features on page 247 Call features Agent features To Press Place a call on hold Ctrl H Transfer a call Ctrl T to dial the number and then again to transfer the call Conference another party Ctrl F to dial the number and then again to conference the call To Press Log in Ctrl Ins Log out Ctrl Del Change to After Call Work ACW mode Ctrl W Change to Auxiliary Work...

Page 247: ...he event logging feature is enabled To Press To Press Display the Call menu for an incoming call Alt C Display the Call History window Alt H Display the Phone Directory window Alt D Display the Search Public Directory window Alt S Display online help F1 Exit Avaya IP Agent or close the current active window Alt F4 View the Properties of the selected item in the Search Public Directory Screen Pops ...

Page 248: ...Shortcut keys 248 Avaya IP Agent Installation and User Guide Copy the selected text to the clipboard Ctrl C Paste clipboard contents to the selected area Ctrl V To Press ...

Page 249: ...Issue 1 1 August 2004 249 Appendix B Language support This section contains quick reference information for supported languages ...

Page 250: ...P Agent Installation and User Guide Untranslated components The following Avaya IP Agent components are provided only in English Installation Event log Avaya IP Agent internal files Shortcut keys readme txt file Uninstall program ...

Page 251: ...Brazilian Spanish Japanese Korean Chinese Simplified 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 Ge...

Page 252: ...Language support 252 Avaya IP Agent Installation and User Guide ...

Page 253: ...ubleshooting problems with Avaya IP Agent It is divided into the following topic areas so that it is easy for you to locate the information that you need Login on page 254 Voice over IP on page 257 Making and receiving calls on page 261 Other on page 263 Alternative solution possibilities on page 267 ...

Page 254: ...onal computer is operating normally Ensure that the integrated firewall feature of Windows XP is disabled If this feature is enabled iClarity IP Audio cannot function properly Agents cannot log in to EAS Ensure that the following administration items have been addressed Feature Access Codes are administered If you are using a Road Warrior VoIP configuration ensure that an IP Media Processor has be...

Page 255: ...completed The agent does not seem to be logged in because all of the icons are still disabled Verify the following configuration items On the Avaya communication server verify that the station has the following work mode features assigned to buttons If these buttons are not assigned to the station Avaya IP Agent cannot enable the work modes on Agent toolbar Auto in or Manual in After Call Work ACW...

Page 256: ...problems or failures in service On the Avaya communication server ensure that the Auto In field for the agent is set to station and not aux Also ensure that the Enable automatic login option in the Program Options dialog for Avaya IP Agent is activated If you are using Avaya CallMaster VI stations or emulation a PASTE code is required on the Avaya communication server Problem What to do ...

Page 257: ...de in a noisy environment Ensure that the microphone or headset is not muted Transmit and Receive lights on the status bar are red The selected bandwidth setting cannot be supported To change bandwidth settings log out of the ACD and the Avaya communication server select Settings from the Login window and select a lower bandwidth setting on the Audio tab There is excessive bandwidth usage when an ...

Page 258: ...tion for the Service Link Mode field instead of permanent Ensure that your personal computer has enough system resources to handle VoIP communications in addition to the applications being used See Voice over IP considerations on page 33 If you are experiencing problems while using Internet Explorer disable the Play Sounds feature of Internet Explorer The voice quality of the other party is poor w...

Page 259: ...e done within the range of firewall ports Ensure that your personal computer has enough system resources to handle VoIP communications in addition to the applications being used See Voice over IP considerations on page 33 If you are experiencing problems while using Internet Explorer disable the Play Sounds feature of Internet Explorer There is echo and poor voice quality while using Voice over IP...

Page 260: ...ogged off of the Avaya communication server If the Service Link Mode for this station is set to as needed the audio link will become inactive 10 seconds after the release of a call The Audio Tuning Wizard does not run when you attempt to start it The Audio Tuning Wizard cannot be run while the audio transmit and receive channels are active If you are on an active call wait until the call has been ...

Page 261: ...ntry in which the Avaya communication server resides Ensure that calling cards are not being used In Telecommuter mode picking up the handset does not automatically answer the incoming call displayed in the Avaya IP Agent window Ensure that the Service Link Mode for the station is set to as needed Ensure that the Enable support for auto answer option is disabled This option is found in the Program...

Page 262: ...d validating the activity of the executable files for Avaya IP Agent and any log files To resolve this problem configure the virus scanning application to not scan the directory where Avaya IP Agent was installed By default this location is as follows C Program Files Avaya Avaya IP Agent Alternatively you can configure your virus scan program to scan instances only where program files are written ...

Page 263: ...aying any data This problem can occur if you are emulating a phone type that is normally configured to display 40 characters of information and it is currently in use because of VuStats Q call or if it is already busy with information from another incoming call You can either change the phone type emulation to one that displays 80 characters of information or disable VuStats so that the call infor...

Page 264: ...ou are renaming items from the Phone Features or Personal Phone Features windows you must use the Rename All Extensions option Otherwise the name change only occurs for the specific extension number The button feature assignments were changed for this extension but the assignments either are not displayed in Avaya IP Agent or they fail to work Do the first item in the following list If the first i...

Page 265: ... once again disable the ability to record agent greetings For Telecommuter without Avaya Switcher II IP Telephone and Avaya Telephone configurations agent greetings are not supported The folders in the Phone Features window are not in the appropriate language This problem occurs when multiple languages are installed for Avaya IP Agent When first opened the Phone Features window displays the names ...

Page 266: ...esolve this problem uninstall and reinstall Avaya IP Agent Any data stored in the database previous to this action is lost When Play greetings using Avaya Switcher II is enabled in the Audio Tuning Wizard the Agent Greetings item does not appear in the Tools menu After you have enabled this feature you must restart Avaya IP Agent for the Agent Greetings menu item to be displayed Problem What to do...

Page 267: ...igate the following areas for solutions Firewall configurations Network configurations and available bandwidth Speed and available resources of the personal computer being used with Avaya IP Agent Problems with the Central Office your telephone service provider Network failures WAN LAN Problems occurring in the other party s telephone system VPN software problems timeouts configuration Avaya commu...

Page 268: ...Troubleshooting 268 Avaya IP Agent Installation and User Guide ...

Page 269: ... After Call Work ACW An ACD agent work mode in which agents are performing tasks related to a previously completed call In this mode the agents are unavailable to receive ACD calls Agent A person who receives calls that are delivered from a split or skill Agent greetings Recorded messages played by Avaya IP Agent when a call is received by an agent This feature is used to eliminate the need for an...

Page 270: ...ate User Interface Avaya IP Agent interfaces that use much less space on the Desktop than the main window Assist Allows an agent to request assistance whether on an active ACD call or not from the split or skill supervisor by pressing the Assist button or by putting the call on hold and dialing the Assist feature access code followed by the split group number The agent must be logged into the spli...

Page 271: ... and distribute communications throughout a contact center Avaya IP Softphone Avaya IP Softphone is an Avaya product that enables you to log in to an Avaya communication server as an extension Avaya IP Softphone does not support agent login and cannot co reside with Avaya IP Agent Avaya Switcher II A type of headset unit that provides connections to a telephone and to the soundcard of a PC This he...

Page 272: ...ature that routes incoming calls based on information entered by the calling party such as an account number The caller is prompted to select options from those listed in an announcement See Prompted digits for related information CallMaster VI A special telephone produced by Avaya This telephone connects to a personal computer through a serial cable This telephone and telephone type 606A1 are ful...

Page 273: ...change Delimited text file A file containing fields records and values that are separated by commas tabs semicolons or other characters Dial Pad An Avaya IP Agent dialog box that displays the 12 characters available on a telephone Dial Number button A button on the Dial Number toolbar that an agent uses to go off hook and initiate a dial tone or to dial the digits previously entered in the Number ...

Page 274: ... An agent uses this feature to disconnect from a call and place another call or to disconnect the last person added to a conference call Dynamic Data Exchange DDE A form of communication between Windows applications that allows the exchange of data information and commands EAS See Expert Agent Selection EAS Emergency Call Handling ECH An Avaya communication server feature that determines the locat...

Page 275: ...ring levels of security and access Graphical User Interface GUI An environment where icons dialog boxes windows buttons fields and other controls are presented through the use of program functions supplied by the operating system You can interact with the interface with a pointing device such as a mouse and usually the keyboard GUI See Graphical User Interface GUI H 323 A specification that define...

Page 276: ...cted and assembled for the purpose of playing through an audio device Because IP packets vary in receipt time the jitter buffer assists in making audio quality consistent to the listener LAN See Local Area Network LAN LDAP See Lightweight Directory Access Protocol LDAP Lightweight Directory Access Protocol LDAP A network protocol used over TCP IP networks for querying and retrieving information fr...

Page 277: ...ftware Translation Exchange PASTE A feature of an Avaya communication server where data for a call is passed to a CallMaster VI telephone set which can then send the data through a serial connection to a program on the personal computer that can interpret the data Phone display A 40 character display that is located in the status bar of the Avaya IP Agent main window This display area receives inf...

Page 278: ...ere calls are conducted through a personal computer with a sound card and a network connection by using Voice over IP VoIP No telephone set is required for this configuration Screen Pop The automatic display of information on the screen of the personal computer from other sources such as databases or Web pages Screen Pops are activated by triggering criteria Silent install A method of installing s...

Page 279: ...d in the Avaya IP Agent application Telecommuter An Avaya IP Agent configuration where voice communications are performed through a telephone and data communications are sent through the network to a personal computer In this configuration calls to an extension can be routed to any telephone number Telephone type Avaya produces many different models of telephone sets with differing capabilities Ea...

Page 280: ...VPN A group of computers or network devices that can communicate privately and securely over a public IP network through the use of encryption and special protocols VOA See VDN of Origin Announcement VOA Voice over Internet Protocol VoIP A technology where speech is converted to a digital signal and transmitted through Internet Protocol packets over the Internet or an intranet VuStats An Avaya com...

Page 281: ...erver ports 234 settings iClarity 231 audio settings general 239 auto answer feature 130 Auto In 128 AUX work mode 128 Avaya communication server alternate gatekeepers 99 circuit packs required 64 configuring for Avaya Telephone DCP 85 configuring for Avaya Telephone IP 79 configuring for CallMaster VI 75 configuring for IP Telephone 79 configuring for Telecommuter and Road Warrior 68 configuring ...

Page 282: ...atibility CallMaster VI 75 Telecommuter and Road Warrior 68 conference Basic mode 141 Enhanced mode 143 configuration enhanced options 91 Configuration Wizard 103 configure Avaya communication server overview 63 Avaya Telephone DCP 87 CallMaster VI 76 Feature Access Codes 66 IP Telephone 81 Road Warrior and Telecommuter 70 CPU requirements 30 55 D Database Options 219 Dial Number toolbar 206 Dialo...

Page 283: ...er buffer 239 L Lightweight Directory Access Protocol LDAP see Public Directory 167 load balancing on Avaya communication server 100 login configuration 228 EAS 117 non EAS 119 settings 229 troubleshooting 254 Login button 117 Login Settings 228 logout 121 of agent mode 121 M main window Agent Information Panel 209 alternate interface 123 Call Information Panel 209 closing 122 descriptions 196 inf...

Page 284: ... 30 hardware 30 networking 31 55 PC based software 31 peripherals 31 55 processor 30 55 RAM memory 30 55 Voice over IP considerations 33 Windows Terminal Services hardware 55 Windows Terminal Services software 56 ringer status 208 volume 208 Road Warrior VoIP Audio Tuning Wizard 243 configuring stations 70 definition 17 performance 33 required server circuit packs 64 S Screen Pops activating 191 c...

Page 285: ...leshooting 253 alternate causes 267 calls 261 login 254 other 263 registering with server 254 Voice over IP VoIP 257 U uninstalling Avaya IP Agent 50 Unsupervised Transfer 138 update automatic 214 upgrading CentreVu Agent to Avaya IP Agent R5 49 V1 to R5 47 V2 to R5 48 V3 R4 to R5 48 User Interface Options 220 user interfaces alternate 123 V VDN settings Agent Greetings 237 View menu item 200 Voic...

Page 286: ...286 Avaya IP Agent Installation and User Guide ...

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