Avaya IP Agent User Manual

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Avaya IP Agent

Release 7.0 Installation and User Guide for Citrix

Release 7.0

June 2007

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Notice

While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases.

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages.

Warr ant y

Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site:

http://www.avaya.com/support

License

USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LI CE N SE TE RMS AVAI LAB LE ON THE AVAYA W EB SIT E

http://support.avaya.com/LicenseInfo/

YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.

License type(s) Concurrent User License (CU). End User may install and use the Software on

multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server.

Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.

Third-party components

Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site:

http://support.avaya.com/ThirdPartyLicense/

Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll

("GENERAL LICENSE TERMS"). IF

fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site:

http://www.avaya.com/support

Trademarks

Avaya, the Avaya logo, DEFINITY, MultiVantage, and COMPAS are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions.

All other trademarks are the property of their respective owners.

Downloading documents

For the most current versions of documentation, see the Avaya Support Web site:

http://www.avaya.com/support

COMPAS

This document is also available from the COMPAS database. The COMPAS ID for this document is 125772.

Avaya support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site:

http://www.avaya.com/support

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Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

What is Avaya IP Agent for Citrix? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Avaya IP Agent features for Citrix . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Telecommuter configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

What you need to know about the Telecommuter configuration . . . . . . . . . 14

Compatible telephone types for Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . 14

Supported telephone types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Recommended telephone types . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Network compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 2: Configuring the Avaya communication server . . . . . . . . . . . . . . . . . . 19

Required Avaya communication server circuit packs . . . . . . . . . . . . . . . . . . 19

C-LAN circuit pack. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

IP Media Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Validating Feature Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Steps for validating Feature Access Codes . . . . . . . . . . . . . . . . . . . . . . 21

Telecommuter configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Ensuring compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Steps for ensuring Telecommuter station settings . . . . . . . . . . . . . . . . 23

Configuring station settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Steps for configuring Telecommuter station settings. . . . . . . . . . . . . . . 25

Chapter 3: Installing Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Software download package contents . . . . . . . . . . . . . . . . . . . . . . . . . 29

Avaya communication server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Server hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Hard disk space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

RAM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

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Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Peripherals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Installing Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Steps for installing Avaya IP Agent for Windows Terminal Services . . . . . . . . 32

Reinstalling Avaya IP Agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Uninstalling Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Steps for uninstalling Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 4: Avaya IP Agent enhanced configuration options . . . . . . . . . . . . . . . . 37

Configuring the Emergency Call Handling Service . . . . . . . . . . . . . . . . . . . . 37

Administering the Avaya communication server for Emergency Call Handling . . 38

Administering Avaya IP Agent for Emergency Call Handling . . . . . . . . . . . . 38

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Configuring Alternate Gatekeeper on Avaya communication servers . . . . . . . . . 40

Alternate Gatekeeper configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Configuring server load balancing across gatekeepers . . . . . . . . . . . . . . . . . 40

Load Balancing configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Load Balancing documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Chapter 5: Starting and Stopping Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . 43

Starting Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Steps for starting Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Initializing IP Endpoint configurations . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Registering with the Avaya communication server . . . . . . . . . . . . . . . . . . . . 47

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Setting default registration information . . . . . . . . . . . . . . . . . . . . . . . . 48

Steps for registering with an Avaya communication server . . . . . . . . . . . . . 48

Logging in as an agent (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Steps for logging in (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Logging in as an agent (non-EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Steps for logging in (non-EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Logging out of Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Exiting Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

4 Avaya IP Agent Installation and User Guide for Citrix June 2007

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Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Using alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

AutoAnswer interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Mini interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Titlebar interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Selecting an alternate interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Accessing features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Returning to the main interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Removing alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Renaming alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Chapter 6: Using VuStats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Configuring an extension for VuStats through the Avaya communication server . . . 57

Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Viewing a single set of VuStats information in Avaya IP Agent . . . . . . . . . . . . . 58

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Adjusting intervals for monitoring VuStats . . . . . . . . . . . . . . . . . . . . . . . . 59

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Chapter 7: Avaya IP Agent basic operations . . . . . . . . . . . . . . . . . . . . . . . . . 61

Selecting an agent work mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Definitions of agent work modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Auto-In and Manual-In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

ACW (After-Call Work) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

AUX (Auxiliary Work) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Changing work modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Handling incoming calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Telecommuter (Auto-Answer). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Configuration settings for Telecommuter (Auto-Answer). . . . . . . . . . . . . 64

Steps for answering Telecommuter (Auto-Answer) calls . . . . . . . . . . . . . 64

Holding a call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Using Manual Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Using Auto Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Reconnecting to a call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Releasing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Steps for releasing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

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Dropping a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Transferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Basic call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Steps for a Basic Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Unsupervised call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Steps for an Unsupervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . 69

Enhanced call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Steps for an Enhanced Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Conferencing calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Basic Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Steps for using Basic Conference . . . . . . . . . . . . . . . . . . . . . . . . . 71

Enhanced Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Steps for using Enhanced Conference. . . . . . . . . . . . . . . . . . . . . . . 73

Handling outgoing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Recent Calls list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Steps for using the Recent Calls list . . . . . . . . . . . . . . . . . . . . . . . . 77

Using the Phone Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Phone Directory window usage . . . . . . . . . . . . . . . . . . . . . . . . . . 80

More information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Administering and using Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . 80

Steps for assigning a Speed Dial number . . . . . . . . . . . . . . . . . . . . . 81

Using a Speed Dial number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Abbreviated Dial button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Steps for using Abbreviated Dial . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Chapter 8: Using a Public Directory with Avaya IP Agent . . . . . . . . . . . . . . . . . . 85

Defining a Public Directory service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Steps for defining a Public Directory service . . . . . . . . . . . . . . . . . . . . . 85

Searching a Public Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Steps for searching a Public Directory. . . . . . . . . . . . . . . . . . . . . . . . . 87

Selecting the fields to display and the order . . . . . . . . . . . . . . . . . . . . . . . 90

Steps for displaying Public Directory fields . . . . . . . . . . . . . . . . . . . . . . 90

Identifying multiple telephone number fields . . . . . . . . . . . . . . . . . . . . . . . 91

Steps for identifying telephone number fields. . . . . . . . . . . . . . . . . . . . . 91

Deleting a Public Directory service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Steps for deleting a Public Directory service . . . . . . . . . . . . . . . . . . . . . 92

6 Avaya IP Agent Installation and User Guide for Citrix June 2007

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Chapter 9: Screen pops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Creating a Windows application screen pop . . . . . . . . . . . . . . . . . . . . . . . 96

Steps for creating an application screen pop . . . . . . . . . . . . . . . . . . . . . 96

Creating a DDE screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Steps for creating a DDE screen pop. . . . . . . . . . . . . . . . . . . . . . . . . . 101

Setting the active screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Steps for setting an active screen pop . . . . . . . . . . . . . . . . . . . . . . . . . 105

Modifying a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Steps for modifying a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Deleting a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Steps for deleting a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Chapter 10: Dialog Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Main window and menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

File menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Edit menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Call menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

View menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Agent menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Tools menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Audio menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Help menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Toolbars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Toolbar locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Phone buttons toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Dial Number toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Agent toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Phone features toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Feature button toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Headset toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Information panels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Agent Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Phone Display Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

System Tray icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Placing calls through the System Tray icon . . . . . . . . . . . . . . . . . . . . 121

Call handling with the System Tray icon . . . . . . . . . . . . . . . . . . . . . . 122

Avaya IP Agent option dialogs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

General Settings panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

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Contents

ACD Agent panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Call Handling panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Call History panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Call Information Display panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

User Interface Options panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

External Number Format panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Event Logging panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Voice Message Number panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Feature Access panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Call Server tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Audio tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Emergency tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Advanced tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Audio Port Range Administration . . . . . . . . . . . . . . . . . . . . . . . . . 138

Volume and Ringer Settings dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Appendix A: Shortcut keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Shortcut key functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Call features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Avaya IP Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Windows features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Appendix B: Language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Untranslated components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Supported languages for Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . 145

Appendix C: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Diagnostic log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Making and receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Alternative solution possibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

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Preface

This section contains the following topics:

● Purpose on page 9

● Audience on page 9

● Reasons for reissue on page 9

● Related documents on page 10

Purpose

This document, Avaya IP Agent Installation and User Guide for Citrix, includes information that you need to know in order to install and use Avaya IP Agent for Citrix Release 7 (IP Agent R7). It also provides information on IP Agent for Citrix R7 features, basic operation, and administrative tasks.

Audience

This guide is intended primarily for anyone who is installing or using IP Agent R7 and performing station administration on an Avaya MultiVantage system or Avaya Media Server using Avaya Communication Manager. It assumes that you are familiar with the following items:

● The personal computer on which Avaya IP Agent R7 will be installed and run

● Windows XP Professional

● Standard Windows conventions and terminology

● Contact center configurations and operations

Reasons for reissue

This is the first release of Avaya IP Agent Installation and User Guide for Citrix. This document was previously released as an integral part of the Avaya IP Agent Installation and User Guide.

IP Agent R7 Installation and User Guide June 2007 9

Page 10

Preface

Chapter 1: Introduction

This chapter provides introductory and basic information about Avaya IP Agent.

This chapter includes the following sections:

● What is Avaya IP Agent for Citrix? on page 11

● Telecommuter configuration on page 14

● Compatible telephone types for Avaya IP Agent on page 14

● Network compatibility on page 16

What is Avaya IP Agent for Citrix?

Avaya IP Agent is a software application with advanced telephony features for agents in a contact center. Agents can use it to work in the following methods

● On-site at the contact center

● Off-site using analog connections over a Public Switched Telephone Network (PSTN)

● Through Windows Terminal Services.

The advanced telephony features are controlled by Avaya IP Agent through its direct communication with an Avaya communication server.

Agents who are not located at the call center can connect to the Avaya communication server in the contact center and receive calls as if they were present at their contact center workstation. For example, if an agent cannot travel to the contact center because of transportation problems or weather conditions, the agent can still take calls by using Avaya IP Agent to connect to the Avaya communication server.

Avaya IP Agent features for Citrix

The following is a list of the features for Avaya IP Agent on Citrix:

● Windows Terminal Services compatibility - Those call centers that use Windows Terminal

Services can now use a special edition of Avaya IP Agent to facilitate usage of the Telecommuter configuration in that environment.

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Chapter 1: Introduction

● User-to-user information (UUI) screen pop enhancement - Using external applications,

unique identifiers can be added to incoming calls. If your Avaya communication server has the correct features and configuration, these identifiers can be passed to Avaya IP Agent and used in screen pops for agents.

Available configuration and supported communication servers

● Support of Avaya DEFINITY R10, MultiVantage, and Communication Manager systems.

● Telecommuter configuration - Agents using an analog or Digital Communication Protocol

(DCP) telephone can use the advanced call features provided by the Avaya communication server. For example, an agent working from home can use Avaya IP Agent and their home telephone to transfer calls, place calls on hold, change agent work mode, and do other call center activities.

Call and contact center features

● VuStats support - Avaya IP Agent can display multiple lines of VuStats information in the

VuStats dialog box. You can use VuStats information to assist in complete monitoring of the contact center.

● Emergency Call Handling Service (E911) - With this feature, agents using IP Endpoints

can use numbers that connect to emergency services, such as 911 in the United States. Only those emergency services in the Public Safety Answering Point area where the Avaya communication server is located can be reached. Agents or extensions in remote locations should not use this feature for emergencies.

● External Number Formatting - For international users, Avaya IP Agent allows you to define

how many digits are present in telephone numbers outside the contact center.

Contact management features

● Call history - Avaya IP Agent records a complete call history of incoming and outgoing

calls, even for those calls that were missed because where the caller does not leave a voice message.

● Telephone directory - Avaya IP Agent provides a customizable telephone directory that

lists physical addresses, multiple telephone numbers, speed-dial numbers, e-mail addresses, and notes for each contact.

● Search Public Directory - With this feature, agents have the ability to search through public

or company information using the Lightweight Directory Access Protocol (LDAP).

● Screen Pops - Screen Pops can be initiated when a call is received or placed. Avaya IP

Agent provides agents with the ability to display Web pages, start applications, or retrieve and display caller information from a database. Screen pops are created using the Screen Pops Wizard, which guides you through their creation. A screen pop can consist of any process or application that can be initiated through one of the commands in the following list:

Windows executable or registered file type activation

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What is Avaya IP Agent for Citrix?

Dynamic Data Exchange (DDE) "Execute" or "Poke" commands

Usability features

● Clipboard dialing - Avaya IP Agent can be used to dial any number copied to the clipboard

or, in most personal computer applications, used to dial a number that an agent highlights by right-clicking on the Avaya IP Agent icon in the System Tray.

● Enhanced Phone features - The Phone Features window includes adding, renaming, and

deleting of folders.

● Enhanced System Tray icon - The Avaya IP Agent icon in the System Tray contains

release, drop, hold, 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, an icon is displayed in the System Tray. When it has been configured, you can click on this icon to connect to your voice mail system.

● Alternate user interfaces - These interfaces can be used in place of the standard interface.

These alternate interfaces use much less space on your desktop, and then can eliminate the problem of the previous Avaya IP Agent interface being hidden behind other applications or requiring too much space on the desktop.

Security and management features

● Feature deactivation - Administrators can deactivate Avaya IP Agent features that should

not be configured or used by agents. The features that can be deactivated include Screen Pops, Screen Pop administration, Phone Directory, Public Search Directory, Call History, Phone Features configuration, Personal Phone Features, and Program Options selection.

● Alternate Gatekeeper - When an agent registers an IP Endpoint with an Avaya

communication server, a C-LAN circuit pack IP address is sent by the server to the IP Endpoint. If registration is successful, the Avaya communication server sends back the IP addresses of all the C-LAN circuit packs in the 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.

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Chapter 1: Introduction

Telecommuter configuration

Use the Telecommuter configuration in situations where a personal computer can make a dial-up or network connection to an Avaya communication server for the signaling (data) path and a voice path to a telephone sent through a Public Switched Telephone Network (PSTN) connection. The telephone can be an analog telephone, a cellular telephone, or an extension on a local or remote switch. This configuration 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 connection from the personal computer running

Avaya IP Agent to the Avaya communication server and a telephone capable of receiving calls from the Avaya communication server

● Personal computer hardware - Modem or Network Interface Card (NIC) for connection to

the Avaya communication server

● Telephone set - Any telephone capable of receiving calls from the Avaya communication

server

● Voice Quality - High

● Avaya communication server connections - One user connection for signaling connection

and one of the following:

For off-site use, one trunk connection

For on-site use, an additional user connection

Compatible telephone types for Avaya IP Agent

This section contains the following topics:

● Supported telephone types on page 15

● Recommended telephone types on page 16

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Supported telephone types

Note:

Note: When you change telephone types for a station, you must restart Avaya IP Agent

for the change to take effect.

The following table provides the telephone types that are available on the Avaya communication server and officially supported for use with Avaya IP Agent:

Compatible telephone types for Avaya IP Agent

Telephone model Communication

Callmaster (602A1) DCP

Callmaster II (603D1) DCP

Callmaster III (603E1) DCP

Callmaster IV (603F1)‘ DCP

Callmaster V (607A1) DCP

2402 DCP

2420 DCP

4606 IP

4610 IP

Additional features

platform

● 80-character (2x40) display

● 48-character display

● Supported with Avaya

Communication Manager 2.1 or later

● 203-character display

● Expansion module available

● 32-character display

● 168x80 pixel display

● Supported only on Avaya

Communication Manager 2.1 or later

4612 IP

4620 IP

4624 IP

4630 IP

6402D DCP

6408D / 6408D+ DCP

● 48-character display

● 168x132 pixel display

● Expansion module available

● 48-character display

● 320x240 pixel display

● 32-character (2x16) display

● 48-character display

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Chapter 1: Introduction

Telephone model Communication

6416D+ DCP

6424D+ DCP

8403B DCP

8405D / 8405D+ DCP

8410D DCP

8411D DCP

8434D DCP

Additional features

platform

● 48-character display

● Expansion module available

● 48-character display

● Expansion module available

● 48-character display

● For this telephone set, you

must disable the data port, which is true for all softphones

● 80-character (2x40) display

● Expansion module available

Recommended telephone types

While Avaya IP Agent supports all of the telephone types listed in the previous table for the Telecommuter configurations, 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.

Network compatibility

Avaya IP Agent provides support for several H.323-compatible firewalls and Virtual Private Networks (VPNs). For shim-based VPNs, you must use the Advanced tab in the Avaya 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.

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Network compatibility

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 cannot be used with Avaya IP Agent.

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Chapter 1: Introduction

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Chapter 2: Configuring the Avaya

communication server

This section provides procedures and information on how to configure the following Avaya communication servers for use with Avaya IP Agent:

● Avaya communication servers with Communication Manager software

● Avaya communication servers with MultiVantage Software

● DEFINITY Enterprise Communication Server (ECS) R10

● DEFINITY Business Communications Server (BCS) and Guestworks R10

Before agents can receive calls with Avaya IP Agent, the Avaya communication server must be configured to support extension assignments, IP connectivity, telephone types, and other settings.

Important:

Important: You should be familiar with administering your Avaya communication server

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 19

● Validating Feature Access Codes on page 21

● Telecommuter configurations on page 22

Note:

Note: The screens shown in this section are from an Avaya communication server with

the Expert Agent Selection (EAS) feature. If you do not have the EAS or some other features on your Avaya communication server, these interfaces may differ slightly from the screens shown. Because of this, each step in the procedure identifies when there is a distinction between an EAS and non-EAS system.

Required Avaya communication server circuit packs

This section provides information and documentation resources for the circuit packs required by your Avaya communication server to support Avaya IP Agent.

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Chapter 2: Configuring the Avaya communication server

The following two circuit packs are used for remote agent connections over TCP/IP with Avaya IP Agent:

● Control LAN Circuit Pack (C-LAN) (TN799B or later)

● IP Media Processor

This section contains the following topics:

● C-LAN circuit pack on page 20

● IP Media Processor on page 20

● Documentation on page 21

C-LAN circuit pack

C-LAN is a packet port circuit pack for Avaya communication servers that provides TCP/IP connectivity to adjuncts for applications. It has one 10BaseT 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 configurations where a data connection is made to the Avaya communication server. The voice path does not use this circuit pack.

Note:

Note: Avaya recommends that the TN799C V4 or later C-LAN circuit pack is used for its

increased ability to handle maximum capacities. Previous versions could encounter difficulties when the maximum number of active endpoints is reached.

IP Media Processor

The IP Media Processor provides the transmission of voice data over an IP network. This enables support of applications that comply with H.323-v2 protocols. It also reduces per-port costs and improves quality through its dynamic jitter buffers. Additionally, it performs echo cancellation, silence suppression, Dual Tone Multi-Frequency (DTMF) detection, and conferencing.

This circuit pack provides Voice-over-Internet Protocol (VoIP) that is used where a VoIP connection is made to the Avaya communication server.

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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, MultiVantage, or DEFINITY system.

Validating Feature Access Codes

This section provides the procedure for administering the Feature Access Codes (FACs) on an Avaya communication server. Feature Access Codes are used by Avaya IP Agent to give agents the ability to perform the following actions:

● Change the current work mode

● Log in

● Log out

Validating Feature Access Codes

● Adjust the method with which an agent receives the next call (Auto-In, Manual-In)

● Request supervisor assistance

Before you begin

Feature Access Codes cannot be entered unless the fac capability is assigned in the dial plan.

To change settings on the Avaya communication server, you must have a user ID with the proper administrative permissions.

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 Administration Terminal (SAT) on the Avaya communication server.

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Chapter 2: Configuring the Avaya communication server

2. Enter display dialplan to access the dial plan form and then ensure that the fac

option is assigned in the dial plan.

If the fac option is not assigned in the dial plan, your dial plan does not currently support Feature Access Codes. For more information on configuring your dial plan for Feature Access Codes, see the documentation for your Avaya communication server.

3. Enter display feature-access-codes to view the feature-access-codes form.

4. Navigate to the call center portion of the feature-access-codes form.

Non-EAS Avaya communication servers will display only a subset of the access code fields shown in the following figure.

Note:

Note: The Feature Access Codes shown in the graphic are only an example and do not

need 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.

If Feature Access Codes are not assigned, see the documentation for your Avaya communication server to find instructions on adding Feature Access Codes.

Telecommuter configurations

If you will be using any telephone as your extension, this section provides the procedures and information for proper administration of your Avaya communication server.

This section contains the following topics:

● Ensuring compatibility on page 23

● Configuring station settings on page 24

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Ensuring compatibility

In this procedure, you set features on your Avaya communication server so that Avaya IP Agent can be used in your call center.

Before you begin

The settings for IP connections can be enabled only if your Avaya communication server supports use of Internet Protocol (IP) for calls.

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 with IP communications because of firewalls or for some other reason, you must assign the range through both the Avaya communication server and Avaya iClarity IP Audio. See Advanced tab information on configuring port ranges on both systems.

Telecommuter configurations

on page 138 for

Steps for ensuring Telecommuter station settings

To ensure that your Avaya communication server supports the Telecommuter configuration:

1. Log in to the Station Administration Terminal (SAT) on the Avaya communication server.

2. Enter display system-parameters customer-options.

The SAT displays Page 1 of the system-parameters customer-options form.

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Chapter 2: Configuring the Avaya communication server

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 is set to y.

6. Navigate to Page 9 of the customer-options form.

7. Ensure that the Limit field for the IP_Agent Product ID is set to the number of licenses

you purchased for Avaya IP Agent.

Configuring station settings

This section provides the procedure for configuring station settings to support the Telecommuter configuration.

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Before you begin

Before configuring station settings on the Avaya communication server, you should have completed the procedures in Ensuring compatibility

on page 23 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 station command on the Avaya communication server.

Steps for configuring Telecommuter station settings

To change station settings to support the Telecommuter configuration:

1. Log in to the Station Administration Terminal (SAT) on the Avaya communication server.

2. Enter change station 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 station.

Telecommuter configurations

3. In the Type field, enter the type of telephone that Avaya IP Agent will emulate.

Avaya recommends using one of the following telephone types because of the number of features available and the ability to display 80 characters for contact center or call information:

● 8434D

● 606A1

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Chapter 2: Configuring the Avaya communication server

Note:

Note: In Telecommuter mode, Avaya IP Agent can take over the administration and

functionality of a physical Digital Communication Protocol (DCP) telephone. The physical telephone must be one of those listed in Compatible telephone types for

Avaya IP Agent on page 14. 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 the station, enter y in the Expansion Module field.

4. Enter one of the following options in the Port field:

● X - This option specifies that station administration is done without hardware.

● port - This option is used when a remote agent takes direct control of a real extension

that has a DCP connection to the Avaya communication server. Enter the port number of the actual telephone assigned to this extension. When a remote agent logs in to this extension using Avaya IP Agent, the actual telephone that is locally connected to the Avaya communication server port is disabled and cannot be used.

5. Enter a number in the Security Code field that will be used as a password during the extension login to the Avaya communication server.

If a security code is not entered, this station cannot log in to the Avaya communication server.

6. Set the IP Softphone field to y.

7. Navigate to Page 2 of the change station form.

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.

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Telecommuter configurations

● 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 contact

center.

11. 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.

12. Navigate to Page 3 of the change station form.

13. On pages 3, 4, and 5 of the station administration forms, assign functions to each button that you want to appear in your Avaya IP Agent Phone Features window.

You must assign the necessary agent work mode buttons that are used in your contact center:

● auto-in - This function makes agents available for new calls immediately after they

finish with the current call.

● manual-in - This function makes the agent available to take a call and then places the

agent in the After Call Work (ACW) mode 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.

● release - Assignment of this feature is mandatory. This feature terminates the current

call and line appearance.

● callr-info - This function is required only with the Call Prompting feature so that agents

are allowed to display information collected from the originator of the call. The Call

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Chapter 2: Configuring the Avaya communication server

Prompting feature obtains information from a caller through a collect-digits vector step on the Avaya communication server.

Important:

Important: The 4600, 6400, and 607A1 telephone types do not have a physical Drop button;

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.

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Chapter 3: Installing Avaya IP Agent

This section contains procedures and important information for installing and uninstalling Avaya IP Agent in a Microsoft Windows Terminal Services environment.

Call centers that use Windows Terminal Services, Citrix MetaFrame XP, or Citrix Presentation Server 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 29

● Installing Avaya IP Agent on page 32

● Reinstalling Avaya IP Agent on page 34

● Uninstalling Avaya IP Agent on page 34

Prerequisites

This section provides information on the necessary hardware and software for successful installation and use of Avaya IP Agent.

This section contains the minimum or recommended requirements for the following:

● Software download package contents on page 29

● Avaya communication server on page 30

● Server hardware on page 30

● Server software on page 31

Software download package contents

The Avaya IP Agent software download package available from the Avaya Support Web site contains the following:

● Avaya IP Agent installation program

● Avaya IP Agent program files

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Chapter 3: Installing Avaya IP Agent

● 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 software

● Avaya communication servers with Avaya MultiVantage software

● DEFINITY Enterprise Communication Server (ECS) R10

● DEFINITY IP 600 R10

● DEFINITY ONE R10

● DEFINITY Business Communications System (BCS) R10

● DEFINITY Guestworks R10

For the Windows Terminal Services implementation of Avaya IP Agent, the Avaya communication server must have one or more of the following component:

● A Control LAN Circuit Pack (C-LAN) circuit pack (TN799B or later)

Server hardware

The following topics present minimum server hardware requirements for Avaya IP Agent:

Processor

The minimum requirements for Windows Terminal Services are sufficient for Avaya IP Agent to run properly.

Hard disk space

Avaya IP Agent requires a minimum of 30 MB per user installation. 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.

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RAM

Prerequisites

The following table provides the minimum memory requirements for the Windows Terminal Services edition of Avaya IP Agent:

Server operating system Memory

Windows 2000 Server Windows 2000 Advanced Server Windows 2003 Server - Standard Edition Windows 2003 Server - Enterprise Edition

Networking

The desktop workstation must have one network (non-dialup) connection and one telephone connection (DCP or analog).

Peripherals

The following peripheral is required for installation and use of Avaya IP Agent:

● Mouse or compatible pointing device

Note:

Note: If you are using the minimum hardware requirements for Windows Terminal

128 MB

Services, you may experience a degradation in performance when several users are simultaneously 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 Terminal Services is compatible with Citrix

MetaFrame XP Release 3.2 or later and Citrix Presentation Server 4.0 or later.

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Chapter 3: Installing Avaya IP Agent

Installing Avaya IP Agent

This section provides information and procedures for installing Avaya IP Agent for Windows Terminal Services.

Before you begin

Read and understand the following items before attempting to install Avaya IP Agent for Windows Terminal Services:

● After you install Avaya IP Agent to each server, you must initialize the configuration for

each user.

● Read the readme.txt file in the Avaya IP Agent software download package for any

last-minute information.

● If you are upgrading Avaya IP Agent, ensure that you have obtained new licenses for this

version on 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 Windows Terminal Services

To install Avaya IP Agent:

1. Use the Add/Remove program from the Control Panel to install Avaya IP Agent.

2. Run the Launcher.exe file in the Avaya IP Agent software download package.

The installation program displays the setup selection window.

3. Next to IP Agent Terminal Services Setup, select the Install button.

The installation program displays the Welcome window.

4. Select the Next button.

The installation program displays the Software License Agreement window.

5. Read the entire Software License Agreement carefully and select the Yes button if you understand and agree to the terms. Selecting No will cause the installation program to exit.

6. Select the Next button.

The installation program displays the Choose Destination Location window.

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Installing Avaya IP Agent

7. If you want to install Avaya IP Agent in a folder other than the default, click the Browse button in the Destination Folder dialog box and select a new location.

8. When you are satisfied with the folder in which Avaya IP Agent will be installed, select the Next button.

The installation program displays the Setup Type window.

9. In the Setup Type window, 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 Components window where you specify the software language components to install. Proceed to the next step.

10. Indicate the language components to install by selecting the check box next to the option.

When selecting the language components to install, ensure that the Space Required does not exceed the Space Available that is indicated at the bottom of the window.

11. Select the Next button.

The installation program displays the Select Program Folder window.

12. Use the Select Program Folder window to specify the folder name that will appear in the Start menu through one of the following methods:

● You can accept the default Avaya IP Agent folder name that appears in the Program

Folders field.

● You can enter a different folder name in the Program Folders field.

● You can select an existing folder in the Existing Folders field in which to install the

Avaya IP Agent Start menu shortcuts.

13. Select the Next button.

The installation program displays the Shortcut and Startup Features window.

14. Select the associated check boxes for the shortcuts you want to be created.

Note:

Note: If you select a shortcut location but do not select any language, the install

program displays a warning indicating that you need to select at least one or more languages.

15. If you selected one of the check boxes on the upper portion of this dialog box, you must highlight the languages in the Select the languages you would like to have added field for shortcuts to be created in those languages.

Note:

Note: The option Automatically start the following version of Avaya IP Agent when

Windows is started is not available for Windows Terminal Services.

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Chapter 3: Installing Avaya IP Agent

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 Information File window is displayed.

17. Select the check box provided in the View the Release Information File window to view the latest information for Avaya IP Agent that could not be included in this document.

18. Select the Next button.

If you selected to view the Release Information, the installation program displays the readme.txt file. Otherwise, proceed to Step 20.

19. When you have read the readme.txt file, close the application displaying it.

The installation program displays the final installation window.

20. Select the Finish button.

The installation program closes.

Reinstalling Avaya IP Agent

If you reinstall Avaya IP Agent for Windows Terminal Services, the process is exactly as described in Installing Avaya IP Agent preserved.

on page 32. Personalized configurations and data are

Uninstalling Avaya IP Agent

This section explains how to uninstall Avaya IP Agent. The uninstall program removes all files and directories that were created during the installation of Avaya IP Agent.

Introduction

You can uninstall Avaya IP Agent using the 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.

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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 by Avaya IP Agent

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 programs list box, highlight Avaya IP Agent.

4. Select the Change/Remove button.

InstallShield displays a message box asking you to confirm that Avaya IP Agent should be removed.

Uninstalling Avaya IP Agent

5. Select the Yes button to start the uninstall process.

InstallShield displays a message box asking if you want to preserve user data.

6. Select one of the following buttons regarding preservation of user data:

● Yes - Selecting this option saves all user data and settings so that a reinstallation of

Avaya IP Agent retains the same configuration.

● No - Selecting this 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.

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Chapter 4: Avaya IP Agent enhanced

configuration options

This section provides information and procedures for configuring advanced features in a contact center that uses Avaya IP Agent.

This section contains the following topics:

● Configuring the Emergency Call Handling Service on page 37

● Configuring Alternate Gatekeeper on Avaya communication servers on page 40

● Configuring server load balancing across gatekeepers on page 40

Configuring the Emergency Call Handling Service

The Emergency Call Handling Service (E911) allows IP Endpoints to use numbers that connect to emergency services, such as 911 in the United States. When used, this feature reaches only the emergency service in the Public Safety Answering Point area where the Avaya communication server is located.

WARNING:

WARNING: Because IP Endpoints do not dial to and connect with local emergency services

when dialing from remote locations, agents or extensions in remote locations

should not use this feature for emergencies.

Avaya Inc. is not responsible or liable for any damages resulting from misplaced emergency calls 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 38

● Administering Avaya IP Agent for Emergency Call Handling on page 38

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Chapter 4: Avaya IP Agent enhanced configuration options

Administering the Avaya communication server for Emergency Call Handling

See the documentation for your Avaya communication server for information on configuring the Emergency Call Handling feature.

Administering Avaya IP Agent for Emergency Call Handling

This section provides the procedure for configuring Avaya IP Agent to use the Emergency Call Handling Service.

Before you begin

The Avaya communication server to which you are connecting must have each extension properly configured 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.

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3. Select the Emergency tab.

Configuring the Emergency Call Handling Service

4. Place a check mark in the Enable emergency call handling feature check box.

5. Select the location that will be sent through the Avaya communication server for calls placed to emergency services:

● 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.

● Telephone number - Select this option button if you want 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 the OK button.

7. In the Login dialog box, select the Login button.

Any calls to emergency services will show the selected telephone number.

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Chapter 4: Avaya IP Agent enhanced configuration options

Configuring Alternate Gatekeeper on Avaya communication servers

Use the Alternate Gatekeeper feature when an IP Endpoint registers with an Avaya communication server. When Avaya IP Agent registers with an Avaya communication server, a C-LAN circuit pack IP address 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.

Alternate Gatekeeper configuration

For information on defining Alternate Gatekeeper addresses, refer to your Avaya communication server documentation.

Configuring server load balancing across gatekeepers

Load balancing for an Avaya communication server refers to the ability of distributing IP Endpoint traffic across all C-LAN circuit packs that are defined within the same network region.

Load Balancing configuration

Load balancing is achieved by defining all of the IP addresses of the C-LAN circuit packs to be part of a network region on an Avaya communication server. After this has been completed, IP Endpoints registering with the Avaya communication server will be automatically assigned to the different C-LAN circuit packs in sequential order. This helps distribute IP Endpoints evenly amongst the C-LAN circuit packs.

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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 has not been properly configured or is not intended for use with Avaya IP Agent.

For more information on defining C-LAN circuit packs within a network region, refer to the documentation for your Avaya communication server.

Load Balancing documentation

Configuring server load balancing across gatekeepers

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Chapter 5: Starting and Stopping Avaya IP

Agent

This chapter explains how to begin using Avaya IP Agent. It contains the following sections:

● Starting Avaya IP Agent on page 43

● Initializing IP Endpoint configurations on page 44

● Registering with the Avaya communication server on page 47

● Logging in as an agent (EAS) on page 49

● Logging in as an agent (non-EAS) on page 50

● Logging out of Avaya IP Agent on page 51

● Exiting Avaya IP Agent on page 52

● Using alternate user interfaces on page 52

Starting Avaya IP Agent

This section provides the procedure for starting the Avaya IP Agent application.

Steps for starting Avaya IP Agent

To start Avaya IP Agent:

1. Select the Start button from the Windows task bar.

2. 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. For IP Endpoint configurations, go to Initializing IP Endpoint configurations

on page 44.

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Chapter 5: Starting and Stopping Avaya IP Agent

Initializing IP Endpoint configurations

If you have performed a new installation of Avaya IP Agent for an IP Endpoint configuration, the

Configuration Wizard is displayed when you first start Avaya IP Agent. The Configuration Wizard prompts you to enter the necessary configuration information for registering with an

Avaya communication server.

Steps

To configure your 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 Log into Avaya call server option.

4. Select the Next button.

Avaya IP Agent displays the next window of the Configuration Wizard.

5. Enter the necessary information in the following fields:

● Extension - The extension number of the station that will be used with Avaya IP

Agent.

● Password - The numeric password associated with the specified extension.

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Initializing IP Endpoint configurations

● Remember password for next login session - Place a check mark in this check box

if you do not want to enter your password each time you register with the Avaya communication server. If you are concerned with the possibility of unauthorized persons assuming this identity, leave this check box blank.

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 will be used for connections.

8. In the Alternative Server Addresses field, you have the option of defining other C-LAN circuit pack addresses that will be used should the primary address fail. This field is optional.

Tip:

Tip: The alternative server addresses should reside in the same network region as the

primary server address. For more information on defining network regions, see the documentation for your Avaya communication server.

9. Select the Next button.

Avaya IP Agent displays the next window of the Configuration Wizard.

10. Select the pre-defined Dialing Location from the drop-down list. This selection will control

certain telephony properties such as area code, outside line access, and so forth.

11. Select the Next button.

Avaya IP Agent displays a warning message regarding the Emergency Call Handling feature.

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Chapter 5: Starting and Stopping Avaya IP Agent

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 Configuration Wizard will exit or, for Windows Terminal Services, return to a previous Configuration Wizard window.

After you select I Agree, Avaya IP Agent displays the next window of the Configuration Wizard.

13. If you want to enable this feature, place a check mark in the Enable Emergency Call Handling feature check box.

14. If you enabled the Emergency Call Handling feature, select the location that will be sent through the Avaya communication server for calls placed to emergency services:

WARNING:

WARNING: Because IP Endpoints do not dial to and connect with local emergency services

when dialing from remote locations, agents or extensions in remote locations should not use this feature for emergencies.

● 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 can range from one to five digits. For MultiVantage and Communication Manager systems, extension numbers can range from one to seven digits.

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Registering with the Avaya communication server

● Telephone number - Select this option button if you want a telephone number other

than your extension sent to emergency services. Specify the telephone number to send in the provided field.

This selection must be compatible with the station definition on the Avaya communication server in the IP Emergency Calls field. Failure to use the same setting as the Avaya communication server will result in login failure for this extension.

15. Select the Next button.

Avaya IP Agent displays the next window of the Configuration Wizard.

16. Specify the telephone or extension number that will be used to make and receive calls with Avaya IP Agent.

17. Select the Next button.

Avaya IP Agent displays the next window of the Configuration Wizard.

18. If you do not need to go back and readjust your audio settings, select the Finish button to complete the Configuration Wizard.

Registering with the Avaya communication server

Before you can use Avaya IP Agent, you must register Avaya IP Agent with the Avaya communication server and register your extension through the Login window. Once you are registered with the Avaya communication server, you can make yourself available for ACD calls by performing an agent login.

This section provides the procedure for registering with an Avaya communication server. This must be done so that you can use Avaya IP Agent for 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.

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Setting default registration information

The Settings button on the Login window can be used to configure more advanced features that are used with Avaya IP Agent and the Avaya communication server. For more information on these settings, see Login Settings dialog box

on page 133.

Steps for registering with an Avaya communication server

To register with the Avaya communication server:

1. When you start Avaya IP Agent, the Login window is displayed. If this window is not displayed, select File > Station Login from the Avaya IP Agent main window.

Avaya IP Agent displays the Login window for your IP Endpoint configuration.

2. In the Extension field, enter your extension, which has been administered for Avaya IP Agent on the Avaya communication server.

3. In the Password field, enter the numeric password for the specified extension.

4. In the Call Server Address field, enter the IP Address or name of the Avaya communication server.

5. Ensure that the correct information is specified in the appropriate field:

● Telephone At - This is the telephone or extension number that will receive incoming

calls. This number cannot be the same as the number entered in the Extension field. The Avaya communication server administrator will have created a new extension to support voice communication.

● Dialing Location - Select the entry that contains the appropriate telephony properties

for your current location.

6. 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.

7. If you want to automatically register with the Avaya communication server when Avaya IP Agent is started at a later time, enable the Automatically log in if possible when application restarts check box. You must have successfully registered with the Avaya communication server at least once in the past to use this option.

8. Select the Login button. When you successfully register with the Avaya communication server, the controls in the Avaya IP Agent main window are enabled.

9. Avaya IP Agent displays the Verify Telephone Number dialog box upon successful registration with the Avaya communication server. When you first start using Avaya IP Agent, it is important that you make some test calls to verify that you have set up your connection properly.

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Logging in as an agent (EAS)

After registering with the Avaya communication server, you can, as an extension, receive calls through Avaya IP Agent. However, to receive calls from a skill, you need to log in as an agent of that skill. This section provides the procedure for logging in to Avaya IP Agent as an agent. This procedure is for logging in to Avaya communication servers that use the Expert Agent Selection (EAS) feature.

Steps for logging in (EAS)

To log in to Avaya IP Agent as a member of an ACD skill:

1. In the Avaya IP Agent window, select the Login button.

Avaya IP Agent displays the Agent Login dialog box.

Logging in as an agent (EAS)

2. In the Agent Login dialog box, enter your agent number and password in the appropriate fields.

3. Select the Login button.

The extension specified in the Login window will ring.

Note:

Note: If you do not answer your telephone immediately or if you entered the wrong

number for the voice connection, Avaya IP Agent displays an error message. Acknowledge the error message by selecting the OK button and then repeat the login procedure.

4. Answer the telephone.

You will hear a confirmation tone, the buttons on the agent toolbar are enabled, and you will be automatically put in the AUX-work mode.

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 61.

You are now ready to begin receiving and making calls.

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Chapter 5: Starting and Stopping Avaya IP Agent

Logging in as an agent (non-EAS)

After registering with the Avaya communication server, you can, as an extension, receive calls through Avaya IP Agent. However, to receive calls from a split, you need to log in as an agent of that split. This section provides the procedure for logging in to splits through Avaya IP Agent. This procedure is for logging in to Avaya communication servers that do not have the Expert Agent Selection (EAS) feature.

Before you begin

In order for an agent to be able to log in to a split, Avaya IP Agent must be configured to support a non-EAS Avaya communication server. To change the Avaya IP Agent configuration:

1. 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 telephone key pad.

5. Select the OK button.

6. Close Avaya IP Agent by selecting File > Exit from the main window.

7. Restart Avaya IP Agent.

Steps for logging in (non-EAS)

To log in to Avaya IP Agent as a member of an ACD split:

1. In the Avaya IP Agent window, locate the Agent toolbar. This toolbar lists the splits assigned to this station.

If this toolbar is not visible, select View > Toolbars > Agent.

2. On the Agent toolbar, select the split you want to log into.

Avaya IP Agent displays a menu with a Login option.

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Logging out of Avaya IP Agent

3. Select the Login option.

Avaya IP Agent displays the Agent Login dialog box.

4. If your extension requires a password, enter the password for this split.

If you are logging in to a split that consists of 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 to, repeat this procedure.

An agent can log in to a total of four splits.

Logging out of Avaya IP Agent

This section provides the procedure for logging out of Avaya IP Agent as an agent.

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.

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Chapter 5: Starting and Stopping Avaya IP Agent

Exiting Avaya IP Agent

This section provides 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.

Using alternate user interfaces

This section provides information and procedures for the alternate user interfaces that are available in Avaya IP Agent.

In many contact center environments, agents use many different applications simultaneously. This can lead to overlapped application windows on the Windows desktop. This can cause difficulties in accessing or using the necessary application windows quickly and efficiently. To help overcome this problem, Avaya IP Agent provides three alternate user interfaces that use much less space on the Windows desktop than the default main window. The following figure compares interface size:

Default main window Alternate user interface example

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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 combinations for Avaya IP Agent do not function while you use an alternate user interface.

AutoAnswer interface

This interface uses the least amount of space, and is intended for agents using the Auto-In and Auto-answer features. Call-handling buttons, such as Transfer, Hold, and Release are

present. Buttons for agent work modes and Avaya IP Agent features are not available in this interface.

Using alternate user interfaces

Mini interface

This interface is slightly wider than the AutoAnswer interface and is intended for the contact center agent who determines the necessary work mode, such as AUX (Auxiliary Work) and ACW (After-Call Work). In addition to the call-handling buttons, this interface also contains buttons for any agent work modes assigned to this extension.

Titlebar interface

When an agent is on 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.

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Steps

To select an alternate user interface.

1. From the Avaya IP Agent main window, select View > Alternate Interfaces.

2. From the branching menu, select the interface that you want to use:

● AutoAnswer

● Mini Interface

● Titlebar

Avaya IP Agent displays the selected interface.

Accessing features

To access Avaya IP Agent features that are not represented by a button, click the Program Menu button on the far right side of the interface. A menu containing login and logout options,

work modes, online help items, and features is displayed.

Returning to the main interface

To return to the Avaya IP Agent main window from an alternate user interface, click the Maximize button 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.

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Note:

Note: Avaya IP Agent cannot recreate these files once they have been deleted.

Renaming alternate user interfaces

If you want to change the name of an alternate user interface, rename the necessary file in the following directory:

<install-directory>\Avaya\Avaya IP Agent\Skins

Note:

Note: Because the names 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.

Using alternate user interfaces

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Chapter 6: Using VuStats

The VuStats feature is used to pass contact center information from the Avaya communication server to a display on a station or extension. Supervisors and agents use this feature to monitor contact center activity and statistics.

The VuStats window of Avaya IP Agent displays 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 57

● Viewing a single set of VuStats information in Avaya IP Agent on page 58

● Adjusting intervals for monitoring VuStats on page 59

Configuring an extension for VuStats through the Avaya communication server

For an Avaya IP Agent extension to display VuStats information, the following configurations on the Avaya communication server must be done:

● The extension must be assigned as a telephone type that has a display. Avaya

recommends the 8434D or 606A1 telephone types for the Telecommuter configuration.

● The extension 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 Avaya communication server, see the "VuStats" section of Avaya Call Center ACD Guide.

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Definitions and reference material for the VuStats fields on the forms of the Avaya communication server can be found in the Administrator's Guide for your Avaya communication server.

Viewing a single set of VuStats information in Avaya IP Agent

This section provides the procedure for displaying a single set of VuStats information in the

Phone Display panel of the Avaya IP Agent main window.

Before you begin

To view VuStats information in the main window of Avaya IP Agent, you must ensure that the Phone Display panel is visible. Select the View menu from the main menu and verify that a check mark next to the Phone 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 57 for more information.

Steps

To display VuStats in the Avaya IP Agent main window:

1. From the Avaya IP Agent main window menu bar, select Tools > Phone Features.

Avaya IP Agent displays the Phone Features window.

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Adjusting intervals for monitoring VuStats

2. Select the VuStats information to view by double-clicking the associated entry in the Phone Features window.

Avaya IP Agent displays the selected VuStats information in the Phone Display toolbar of the main window.

Adjusting intervals for monitoring VuStats

When VuStats are being displayed through the VuStats Monitor, you can configure the following time-related items:

● Refresh Rate - The period of time that passes before focus is changed from the last line of

display in the list to the first line.

● Display Interval - The period of time that passes before the VuStats Monitor changes

focus from one VuStats line of display to the next one in the list.

Before you begin

You should ensure that you set the VuStats Monitor time intervals so that each line of display 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.

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Steps

To change the periods of time used in the VuStats Monitor window:

1. Start the VuStats Monitor.

2. Click the Refresh Rate button on the toolbar of the VuStats Monitor window.

Avaya IP Agent displays a menu with the following time intervals:

● 10 seconds

● 20 seconds

● 30 seconds

● 60 seconds

● 120 seconds

3. Select the interval that should pass before focus is changed from the last line of display to the first line.

4. Click the Display Interval button on the toolbar of the VuStats Monitor window.

Avaya IP Agent displays a menu with the following time intervals:

● 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 intervals specified.

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operations

This chapter contains information on the basic operations of Avaya IP Agent.

This chapter includes the following topics:

● Selecting an agent work mode on page 61

● Handling incoming calls on page 63

● Transferring a call on page 67

● Conferencing calls on page 70

● Handling outgoing calls on page 75

Selecting an agent work mode

During the course of placing calls, receiving calls, and performing work associated with those calls, work modes are used to indicate the availability of the agent or the work being performed.

Definitions of agent work modes

Auto-In and Manual-In

The Auto-In and Manual-In buttons are used to place an agent in the AVAIL (Available) work mode so that the agent can receive calls.

If an agent is in Auto-In mode and completes a call, the agent is automatically available to receive another call, or can be placed in After-Call Work (ACW) mode for an administered length of time. When the timed ACW interval expires, the agent is automatically returned to available status. If the agent tries to change agent modes while active on a call, the change is not made until the agent disconnects from the call.

If 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.

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ACW (After-Call Work)

Agents use this work mode to indicate that tasks related to the previous call are being performed. This button is not usually used in conjunction with the Auto-In feature because agents with the Auto-In feature are made available for a new call when the current call is completed.

This work mode can be selected while the agent is on an active call. The change will not occur until the current call is finished and released. This work mode may not function correctly if the agent uses it while in Auto-In mode.

AUX (Auxiliary Work)

Agents use this work mode to indicate that they cannot receive calls. Usually, this indicates that the agent is not in the proximity of the telephone because of meals, approved periods of inactivity, meetings, training, and so forth.

It is possible for multiple Auxiliary Work modes to be assigned to an extension as each can possess a different reason code to indicate the various situations that an agent cannot receive calls.

This work mode can be selected while the agent is on an active call. The change will not occur until the current call is finished and released.

Changing work modes

The agent work modes can be changed through the following methods:

● Using shortcut keys - See Shortcut keys on page 141.

● Selecting the associated work mode button on the agent toolbar - See Agent toolbar on

page 119.

● Selecting the work mode from the Avaya IP Agent System Tray icon - See System Tray

icon on page 121.

● Selecting the work mode from the Agent menu in the main window - See Agent menu on

page 114.

Note:

Note: When a work mode is active, the timer, which is displayed in the Call Information

Panel, displays the total time that the agent has been in the selected work mode. To disable this timer, see How to remove the call timer

on page 154.

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Handling incoming calls

This section describes those functions that you will be using every day when you receive an incoming call at your station, including answering a call and holding a call.

This section includes the following topics:

● Answering a call on page 63

● Holding a call on page 65

● Releasing a call on page 66

● Dropping a call on page 67

Answering a call

Answering a call depends on how the Avaya communication server and the network are administered. Each contact center environment is different, which can affect the way agents answer calls. Avaya suggests that each contact center evaluate its configuration and instruct agents on the best way to answer calls with Avaya IP Agent. There are too many possible Avaya IP Agent configurations to list them in this document. The following are some suggested procedures on answering calls for different configurations.

Handling incoming calls

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 Administration has service link set to as-needed.

● Each time a call is received, the analog or DCP telephone that provides the voice path will

ring. The personal computer will also emit a ringing sound if you have configured Avaya IP Agent to do so.

● Your Central Office (CO) must have the Answer Supervision feature. Contact your

telecommunication provider for more information.

Steps for answering Telecommuter 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.

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2. After the call is completed and the calling party disconnects from the call, or after the agent selects Release for that call, the agent should hang up the telephone if no more calls are ringing on the Avaya IP Agent screen.

3. If there is another incoming call indicated on the screen, the agent should not hang up the telephone, but select the Answer button for the new call appearance on the Avaya IP Agent screen. The agent is then connected to the new call. The previous call is placed on hold.

Note:

Note: If an incoming call is displayed in the Avaya IP Agent main window before the

telephone rings, the agent must wait for the telephone set to ring before answering.

Telecommuter (Auto-Answer)

Configuration 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.

Steps for answering Telecommuter (Auto-Answer) calls

To answer a call for this configuration:

1. The agent should answer the telephone and do not return it to the on-hook state for the remainder of the shift for that agent.

If the telephone is accidentally cut off or placed on-hook, the Avaya communication server rings the telephone when it has a call to deliver. The agent must answer by picking up the handset.

2. As with any auto-answer telephone, the Avaya communication server will provide a zip tone (a beep) to signal that a new call has arrived.

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Holding a call

You can put a call on hold by using either the Auto Hold or Manual Hold feature.

When a call is on hold, the text on the button for the associated Call Information Panel (CIP) changes to Reconnect.

Hold button

Holding a call

Reconnect

button

Using Manual Hold

To perform a Manual Hold, select the Hold button on the Phone Button toolbar. 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 call that is currently on hold, select the Reconnect button on the appropriate CIP. Alternatively, you may re-select the Hold button in the main window.

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Releasing a call

There are different methods for releasing a call. These methods will work only if the Release feature has been administered for your station.

Steps for releasing a call

To release a call:

1. Do one of the following actions:

● While on an active call, select the Release button that is located on the Call

Information Panel (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.

● Hang up the handset.

● Select the Release item in the Phone Features window.

2. If you have a call on hold, you must first reconnect to it before you can release the call.

In the example below, you would have to reconnect to extension 1048 before you could release it.

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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.

Transferring a call

This section describes the following methods of transferring calls:

● Basic call transfer on page 67

● Unsupervised call transfer on page 68

● Enhanced call transfer on page 69

Dropping a call

Before you begin

Read and understood the following items before using the procedures described in this topic:

● The Transfer button on the Phone Buttons toolbar can be configured for Basic,

Unsupervised, or Enhanced transfer. Use the Call Handling screen in the Program Options dialog 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 cannot transfer or conference between active call appearances.

Basic call transfer

Use the Basic Transfer feature to send an active call to another extension or telephone number. With this type of transfer, you enter the number to receive the transfer through the keyboard and then announce the call to the receiving party.

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Steps for a Basic Transfer

To transfer a call using Basic Transfer:

1. While you are on an active call, select Call > Transfer > Basic Transfer from the menu bar.

The current call is automatically put on hold, a new Call Information Panel (CIP) is displayed, and a dial tone is heard.

2. Using the keyboard or Dial Pad, enter the number of the party to receive the transferred call.

3. When the receiving party answers, you can privately talk to the party and then select Basic Transfer again to complete the transfer.

Both CIPs are no longer displayed in the main window, indicating that the transfer 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 Release button associated with the receiving party. This action terminates

the call to the receiving party.

● Return to the call on hold by selecting the Reconnect button on the associated CIP.

Unsupervised call transfer

Use the Unsupervised Transfer feature to transfer an active call to another extension or telephone number by entering the number of the receiving party into a dialog box. Announcement of the call to the receiving party is not available in this mode.

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Steps for an Unsupervised Transfer

To transfer a call using Unsupervised Transfer:

1. While you are on an active call, select Call > Transfer > Unsupervised Transfer.

Avaya IP Agent displays the Unsupervised Transfer dialog box.

2. In the available field, enter the number to receive the current call.

3. Select OK to transfer the call.

Unlike the basic transfer, you do not have to select Transfer a second time to complete the transfer.

The Call Information Panel (CIP) will disappear from the main window which indicates that the transfer was successful.

Transferring a call

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 call and then decide whether to transfer the call.

Steps for an Enhanced Transfer

To transfer a call using enhanced transfer:

1. While you are active on a call, select Call > Transfer > Enhanced Transfer.

Avaya IP Agent displays the Enhanced Transfer dialog box.

2. In the available field, enter the number of the receiving party.

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3. Select the OK button.

The caller is automatically put on hold, a new Call Information Panel (CIP) is displayed, a dial tone is heard, and Avaya IP Agent displays a confirmation dialog box.

If you need to enter digits, such as answering prompts, use the number pad on the right side of this dialog box. If you are on hold or are delayed for some reason, you 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

The number dialed is not answered or is busy

Conferencing calls

This section provides information and procedures for conferencing multiple calls together so that all parties can communicate simultaneously.

This section contains the following topics:

● Basic Conference on page 71

● Enhanced Conference on page 73

Note:

Note: If all of your call appearances are currently in use, you can conference only with

existing call appearances, not new telephone numbers.

confirmation dialog. Both CIPs are no longer displayed in the main

window, indicating that the transfer was successful.

Select the Cancel button in the confirmation dialog and select the Reconnect button on the appropriate CIP to return to the held call.

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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 > Conference > Basic Conference.

Conferencing calls

The current call is automatically placed on hold, a new Call Information Panel (CIP) is displayed, and a dial tone is heard.

2. Use the keyboard or Dial Pad to enter the number of the party you want to add to the conference call.

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3. When the second party answers, you can privately talk to the second party and then select Basic Conference again to initiate the conference call.

You may initiate the conference when the number is entered, during the ringing state, or after the second party answers.

One CIP is displayed in the main window, which displays CONFERENCE 2. indicating that a conference 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.

1. If there is no answer, the line is busy, or you decide the conference is not needed:

● Select the Release button associated with the party that was going to be added to the

conference.

● Return to the held call by selecting the Reconnect button on the associated CIP.

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Enhanced Conference

Use the Enhanced Conference feature to connect multiple calls together by entering the extensions or telephone numbers through a dialog box and then adding them to an active call.

Steps for using Enhanced Conference

To add a party to a current call, perform the following steps:

1. While you are on an active call, select Call > Conference > Enhanced Conference.

Avaya IP Agent displays the Enhanced Conference dialog box.

One call appearance More than one call appearance

Conferencing calls

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 telephone number of the party you want to add to the active call.

Note:

Note: If you have only one call appearance, the field in which you provide a telephone

number is not labeled.

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3. Select the OK button.

The current call is automatically placed on hold, a new CIP is displayed, a dial tone is heard, and Avaya IP Agent displays a confirmation dialog box.

4. When you decide to add the call to the conference, select the OK button. If there 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.

If... Then...

The number dialed is answered

You can privately talk to the new party and then select the OK button in the confirmation dialog to add the party to the call.

One CIP is displayed in your main window, which displays CONFERENCE 2, indicating that a conference is active.

The number dialed is not answered or is busy

Select the Cancel button in the confirmation dialog and then select the Reconnect button to return to the original call.

6. 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.

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Handling outgoing calls

Example:

If you added three parties to the call, the CIP displays CONFERENCE 3.

Any person on the conference call can hang up at any time.

1. To disconnect the last person added to the conference call, select the Drop button.

2. When the conference call is over, select the Release button.

The CIP is removed from the main window.

Handling outgoing calls

There are several ways you can make the handling of outgoing calls more efficient. You can use a Recent Calls list, a Speed Dial number, or an Abbreviated Dial button.

Note:

Note: In the Phone Directory, you may notice that all telephone numbers are prefixed

with a "+1" (in the United States). All external telephone numbers are displayed in the Phone Directory in canonical format, as seen in the following example:

+1 (800) 555-1234

This format is universally constant and allows this number to be dialed from anywhere in the world. This number is dialed only if deemed necessary through the Dialing Properties of your personal computer.

For example, a user with a laptop may have two 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 configurations will work without having to change the format.

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This section includes the following topics:

● Recent Calls list on page 76

● Using the Phone Directory on page 77

● Administering and using Speed Dial on page 80

● Abbreviated Dial button on page 82

Recent Calls list

You can quickly dial or re-dial recent incoming or outgoing calls by using the Recent Calls list. Telephone numbers are not duplicated in the list, so if the last ten calls are to the same number, the number is displayed only once in the list. Only those calls with valid telephone numbers are added to the list.

Before you begin

Before using the Recent Calls list, read and understand the following items:

● You or your system administrator can control the number of recent call numbers displayed

by setting that number in the Program Options dialog box.

● The list can show a maximum of the last 25 unique numbers recorded in the Call History

log. Abbreviated Dial buttons or numbers dialed on active calls (pin numbers) are not included in the list.

● Letters that are dialed, for example, 1800GOAVAYA, are displayed in the recent calls list

as letters, not as the associated numbers.

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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.

Handling outgoing calls

2. Select the number you want Avaya IP Agent to dial.

A call appearance is created and the selected telephone number is dialed.

Using the Phone Directory

The Phone Directory feature stores contact information that you provide. Through this interface, you can dial telephone numbers and send e-mail messages to those contacts that you have defined.

The Phone Directory stores the types of information shown in the following list:

● Name

● Address

● Email

● Category

● Telephone numbers

● Notes

● Pronunciation (Japanese version only)

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Menu bar

The following is a list of menus and menu items available for the Phone Directory 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 are displayed:

● Name

● Address

● Email

● Business

● Business Fax

● Home

● Home Fax

● Mobile

● Assistant

● Car

● Company

● Pager

● Pronunciation (Japanese version only)

Each item must be enclosed within quotation marks.

● Search Public Directory - This item opens the Search Public Directory window, which

can be used to search for contact information through an Lightweight Directory Access Protocol (LDAP) service. Entries can be added to the Phone Directory from the Search

Public Directory window. For more information on this feature, see Using a Public

Directory with Avaya IP Agent on page 85.

● Close - Selecting this item closes the Phone Directory window.

Edit

● Name, Number, Email, Category - Edit the displayed information for the selected contact.

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View

Use this menu to determine how the entries appear in the Phone Directory window. These items are similar to those used in Windows Explorer: Large Icons, Small Icons, List, and

Details (default).

Action

Toolbar

Handling outgoing calls

● 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.

● Call: (name) - Select this menu item to initiate a telephone call to the highlighted contact.

● Send Email - Select this menu item to initiate an e-mail message to the highlighted

contact.

The toolbar of the Phone Directory window contains the following controls:

● Name - This field allows the dynamic filtering of the entries in the Phone Directory on any

field. Select the name button to display the list of fields available for the Phone Directory. After you select the field on which to filter, enter letters or digits in the corresponding field. Each character entered in this field causes only those entries matching the filter to remain visible. For example, entering the letter S causes all entries that do not begin with that letter to be hidden. For numeric fields, any numbers entered in this field are used to filter the entries. The filtering for numeric fields is not sequential. Any entries that contain the string of numbers entered will remain visible. Additionally, any punctuation existing in the entry is ignored. For example, entering the numbers 123 would match against the following entries:

(555) 555-1234

(800) 123-5555

1 (230) 555-5555

512-3555

● Dial Number - Select this button to dial the telephone number of the highlighted entry.

● Send Email - Select this button to open an e-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.

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● Categories - Select this button to display a list of all categories defined in the Phone

Directory and to filter the existing contacts. Selecting one of the categories in this list

results in only those contacts assigned to that category remaining visible.

Phone Directory window usage

Within the Phone Directory window, you can perform the following actions on a selected contact:

● With the mouse, right-click on an entry to display a pop-up menu containing the following

items:

Call (contact) - Initiates a call to the selected contact.

Send Email - Initiates an e-mail to the selected contact.

Delete - Removes the selected contact from the Phone Directory.

Properties - Displays a dialog box listing all information for the selected contact. This dialog box also allows editing of that information.

● Press the Enter key or double-click the mouse to initiate a call to a contact.

● Press Alt + Enter to display all information for the selected contact.

● Press the Delete key to remove the selected contact from the Phone Directory.

You can also sort the entries in the Phone Directory by clicking the title of any column. The sorting is done based on the column selected and alternates between ascending to descending order with subsequent clicks.

More information

The following topics provide additional information on the use of the Phone Directory window:

● Administering and using Speed Dial on page 80

● Searching a Public Directory on page 87

Administering and using Speed Dial

Use the Speed Dial feature to dial frequently-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.

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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 IP Agent main window, select Tools > Phone Directory.

Avaya IP Agent displays the Phone Directory dialog box.

If... Then...

You are creating a new entry Select File > New... from the menu bar.

You are editing an entry Highlight the entry and select Edit >

Properties from the menu bar. Avaya IP Agent displays the Properties

dialog box.

3. Enter or edit the appropriate information in the Properties dialog box.

4. Place a check mark in the Speed Dial check box next to the telephone number that you want to use as a Speed Dial number.

Handling outgoing calls

Avaya IP Agent displays the Speed Dial Function Keys dialog box.

5. If you want to have the telephone number for this Phone Directory 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.

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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 function key that this number has been assigned to, press the OK button.

7. In the Properties window, select the OK button to close it.

Using a Speed Dial number

To select a Speed Dial number:

1. Select the down arrow next to the Phone Directory button in the Avaya IP Agent main window.

Avaya IP Agent displays the Speed Dial Numbers list.

2. Select the party that you want to call.

A call appearance is created and the telephone number is dialed.

Note:

Note: If you have assigned a Phone 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 extension number, a trunk, or feature code.

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Steps for using Abbreviated Dial

To make a call using an Abbreviated Dial button:

1. Select Tools > Phone Features.

Avaya IP Agent displays the Phone Features window.

2. In the Phone Features dialog box, select the Abbreviated Dial button 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

Handling outgoing calls

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Chapter 8: Using a Public Directory with

Avaya IP Agent

This section provides information and procedures for the Search Public Directory feature of Avaya IP Agent.

This feature provides access to corporate or public directory services which enable you to query those services by any defined field.

The Search Public Directory feature is also called Search LDAP (Lightweight Directory Access Protocol).

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 85

● Searching a Public Directory on page 87

● Selecting the fields to display and the order on page 90

● Identifying multiple telephone number fields on page 91

● Deleting a Public Directory service on page 92

Defining a Public Directory service

So that you can search for information on a Public Directory (LDAP) server by using Avaya IP Agent, a definition of the service must first be created and configured.

Steps for defining a Public Directory service

To define and configure a Public Directory service for Avaya IP Agent:

1. From the Avaya IP Agent menu bar, select Tools > Search Public Directory.

Avaya IP Agent displays the Search Public Directory window.

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2. From the menu bar of the Search Public Directory window, select File > Add Public 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 server, enter a valid user

name in this field.

● Password - Enter the password for the user name specified in the previous field.

● Search Root - Enter an LDAP format string representing the type of information being

sought. For example, ou=people, o=mycompany.com specifies that information under the organization unit of “people” within the organization of “mycompany.com” is used for the search. Refer to the documentation for your LDAP system and company database configuration for more information on Base DN or Search Root strings.

If you are unsure of the settings for your Public 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 dialog box.

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Searching a Public Directory

After a Public Directory service has been defined, a search against that database can now be performed. If a Public Directory service has not been defined, see Defining a Public Directory

service on page 85.

Steps for searching a Public Directory

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.

Searching a Public Directory

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 that you will use.

The selected item from the menu is set as the active Public Directory service and the Directory Menu button displays its name.

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4. Click the Name field to view a list of available fields defined in this Public Directory service.

Note:

Note: If you have not connected previously to the Public Directory service, you must

first run a query with the default settings. After this first query, all defined 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 Public Directory window.

For example, after setting the data type to Name, enter Smith in the field and press the Enter key.

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Searching a Public Directory

Tip:

Tip: You can use an asterisk as a wildcard for a string. For example, entering the

string, j*n, returns all names beginning with a J and ending with an N with one or more characters in between. This could include entries such as John, but also entries such as Joseph Brown.

7. Right-click on an entry in the set of resulting data.

Avaya IP Agent displays a pop-up menu for the entry.

8. Select an action from the following table:

If... Then...

You want Avaya IP Agent to dial the number listed for the selected entry

You want to compose an e-mail to the address associated with the selected entry

You want to view all available data 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.

Select Send Email.

Select Properties. Avaya IP Agent displays the Properties

dialog box.

You want to add this entry to your Avaya IP Agent Phone Directory

Select Add to Directory. Avaya IP Agent adds the name, telephone

number, and e-mail address for this selection in the Phone Directory.

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Selecting the fields to display and the order

Avaya IP Agent allows you to select which fields from the Public Directory service will be displayed in the Search Public Directory window.

Steps for displaying Public Directory fields

To configure which Public Directory fields will be displayed in the Search Public Directory window after a query and in which order they will be displayed:

1. From the main window menu 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 so that the list of available fields can be retrieved.

3. In the Available Fields list box, highlight the field you want to add to the Search Public Directory window.

You can highlight multiple fields in this list box by holding down the Ctrl key and clicking the cursor on each field name.

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Identifying multiple telephone number fields

4. After the necessary fields have been highlighted, select the right arrow button (>) to move the selected fields to the Show fields in this order list box.

The left arrow button (<) will remove the highlighted field from the Show fields in this 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 order.

8. Select the OK button.

Note:

Note: The selected fields and the associated order will not be displayed until you run a

new query.

Identifying multiple telephone number fields

Avaya IP Agent allows you to select multiple fields to be considered as telephone numbers. For example, the Public Directory service could have several numbers assigned to an individual, such as pager, fax, voice mail, mobile telephone, home telephone, and so forth.

When multiple telephone numbers are identified in Avaya IP Agent, the Call feature of the Search Public Directory window will ask you to select which of these numbers you want to call.

Steps for identifying 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.

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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 the Available Fields list box, highlight the field you want to add as another telephone number for the contact.

You can highlight multiple fields in this list box by holding down the Ctrl key and clicking the cursor on each field name.

4. After the necessary fields have been highlighted, select the right arrow button (>) to move the selected fields to the Phone Number Fields list box.

5. Select the OK button.

Deleting a Public Directory service

This section provides the procedure for deleting a Public Directory service from Avaya IP Agent.

Steps for deleting a Public Directory service

To delete a Public Directory service, 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. 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.

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Deleting a Public Directory service

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 Menu button.

Avaya IP Agent displays Directory Menu.

5. From the Directory Menu, select Remove.

Avaya IP Agent deletes the active Public Directory service from Avaya IP Agent and sets the first remaining service as active.

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Chapter 9: Screen pops

Screen pops are used to start an application or interface when an incoming call is received by Avaya IP Agent or when an outgoing call is placed.

Screen pops are most useful for the following actions:

● Starting an application so that the agent can enter customer or critical information

regarding the call.

● Viewing data based on information transmitted with the call, such as customer information,

the area from which they are calling, or the selections a customer made while being processed through a vector.

There are two types of screen pops:

● Windows application - This type of screen pop starts a Windows application, such as an

HTML browser, a database interface, a trouble ticket program, or a custom application. This type of screen pop is 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 topics:

● Creating a Windows application screen pop on page 96

● Creating a DDE screen pop on page 101

● Setting the active screen pop on page 105

● Modifying a screen pop on page 106

● Deleting a screen pop on page 107

Before you begin

Read and understand the following items before administering screen pops through Avaya IP Agent:

● Many DDE services have distinct features. For this reason, the complete syntax for a DDE

query cannot be specified in this document. For information regarding your DDE service and how to query information from it, refer to the documentation supplied with that product.

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● User-to-User Information (UUI) is a unique identifier that is added to an incoming call

through 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.

Creating a Windows application screen pop

This section provides the procedure for starting a Windows application when Avaya IP Agent receives an 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 button is selected.

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Creating a Windows application screen pop

5. Select the Next button.

Avaya IP Agent displays the Screen Pops - Trigger window.

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Chapter 9: Screen pops

6. Select the appropriate call condition from the following table:

If... Then...

This screen pop should be run for incoming calls

Select one of the following options to indicate when it should start:

● Ringing - The screen pop starts

when Avaya IP Agent receives an incoming call.

● Answered - 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 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 starts

when the Release button is pressed on a Call Information Panel (CIP) or when the agent hangs up the telephone in the Telecommuter configuration.

This screen pop should be run for outgoing calls

Select one of the following options to indicate when it should start:

● Connected - The screen pop starts

when the party being called answers the telephone.

● Released - The Screen Pop starts

when the Release button is pressed on a CIP or when the agents hangs up the telephone in the Telecommuter configuration.

7. If you want the screen pop to start when an incoming call appears on a specific VDN:

a. Place a check mark in the Pop the screen only when the VDN is check box.

b. In the associated field, enter the VDN name (up to 15 characters) that will cause this

screen pop to run.

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8. Select the Next button.

Avaya IP Agent displays the Screen Pop - Action window.

9. In the field provided, enter one of the following items:

● A Uniform Resource Locator (URL) address - This refers to a Web page. This could

also include 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.

Note:

Note: If you enter a program name in the action field, be certain to enclose the program

name in quotation marks. Failure to include the quotes may cause the screen pop to fail. For example:

"C:\Program Files\Avaya\Avaya IP Agent\ipagent.exe"

10. Calls contain information that can also be included in this field as parameters of a URL address string. To include call information parameters with a URL string, select the arrow to the right of the field to display the Insert Call Data menu.

The information that may be available for retrieval from a call are:

● Caller Name (%n) - Passes the name of the other party on the call, if available

● Caller Number (%m) - Passes the telephone number of the other party on the call, if

available

● Prompted Digits (%p) - Passes the digits the caller selected while being processed

through a vector, if available.

● VDN (%v) - Passes the VDN name through which the call was connected

● UUI (%u) - Passes User-to-User-Information that was collected by the Avaya

communication server from a centralized application.

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● Start Time (%s) - Passes the time when the telephone call was received by Avaya IP

Agent

● Date (%d) - Passes the current date when the telephone call is received by Avaya IP

Agent

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 window for each parameter. In this window, you can specify the number of characters or digits used for that parameter in the screen pop.

If you want to limit the 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 dialog box earlier, the Format Call Information for the next parameter is presented. Select the Next button when you have finished configuring each parameter.

If there are no more parameters to configure, Avaya IP Agent displays the Tes ting dialog box.

13. Select the Test button to verify that the configuration of this screen pop works as intended.

If you are using parameters in your screen pop, you will be presented with another dialog box that allows you to enter Caller Name, Caller 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 the Finish button.

Avaya IP Agent saves this screen pop and displays it in the Screen Pops window.

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Avaya IP Agent User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Avaya IP Agent

Release 7.0

Preface

Purpose

Audience

Reasons for reissue

Related documents

Chapter 1: Introduction

What is Avaya IP Agent for Citrix?

Avaya IP Agent features for Citrix

Telecommuter configuration

What you need to know about the Telecommuter configuration

Compatible telephone types for Avaya IP Agent

Supported telephone types

Recommended telephone types

Network compatibility

Required Avaya communication server circuit packs

C-LAN circuit pack

IP Media Processor

Documentation

Validating Feature Access Codes

Before you begin

Steps for validating Feature Access Codes

Telecommuter configurations

Ensuring compatibility

Before you begin

Steps for ensuring Telecommuter station settings

Configuring station settings

Before you begin

Steps for configuring Telecommuter station settings

Chapter 3: Installing Avaya IP Agent

Prerequisites

Software download package contents

Avaya communication server

Server hardware

Processor

Hard disk space

Networking

Peripherals

Server software

Installing Avaya IP Agent

Before you begin

Steps for installing Avaya IP Agent for Windows Terminal Services

Reinstalling Avaya IP Agent

Uninstalling Avaya IP Agent

Introduction

Steps for uninstalling Avaya IP Agent

Configuring the Emergency Call Handling Service

Administering the Avaya communication server for Emergency Call Handling

Administering Avaya IP Agent for Emergency Call Handling

Before you begin

Steps

Configuring Alternate Gatekeeper on Avaya communication servers

Alternate Gatekeeper configuration

Configuring server load balancing across gatekeepers

Load Balancing configuration

Load Balancing documentation

Starting Avaya IP Agent

Steps for starting Avaya IP Agent

Initializing IP Endpoint configurations

Steps

Registering with the Avaya communication server

Before you begin

Setting default registration information

Steps for registering with an Avaya communication server

Logging in as an agent (EAS)

Steps for logging in (EAS)

Logging in as an agent (non-EAS)

Before you begin

Steps for logging in (non-EAS)

Logging out of Avaya IP Agent

Steps

Exiting Avaya IP Agent

Steps

Using alternate user interfaces

AutoAnswer interface