Avaya IP Agent, IP Agent 5.0 Installation And User Manual

Avaya IP Agent

Release 5.0
Installation and User Guide

Issue 1.2

April 2005

© 2004 Avaya Inc.
All Rights Reserved.

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 may 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 and does not necessarily endorse the products, services, or
information described or offered within them. We cannot guarantee that
these links will work all of 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 following Web site:

http://www.avaya.com/support

Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system
by an unauthorized party (for example, anyone who is not a corporate
employee, agent, subcontractor, or person working on your company's
behalf). Be aware that there may be a risk of toll fraud associated with
your system and that, if toll 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 [phone] for the United States and
Canada. For additional support telephone numbers, see the Avaya Web
site:

http://www.avaya.com/support

Providing telecommunications security

Telecommunications security (of voice, data, and video communications)
is the prevention of any type of intrusion to (that is, either unauthorized or
malicious access to or use of) your company's telecommunications
equipment by some party.

Your company's "telecommunications equipment" includes both this
Avaya product and any other voice/data/video equipment that could be
accessed via this Avaya product (that is, "networked equipment").

An "outside party" is anyone who is not a corporate employee, agent,
subcontractor, or person working on your company's behalf. Whereas, a
"malicious party" is anyone (including someone who may be otherwise
authorized) who accesses your telecommunications equipment with
either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexed
and/or circuit-based) or asynchronous (character-, message-, or
packet-based) equipment or interfaces for reasons of:

• Use (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or
toll-facility access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration,
regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated
with your system and/or its networked equipment. Also realize that, if
such an intrusion should occur, it could result in a variety of losses to your
company (including, but not limited to, human and data privacy,
intellectual property, material assets, financial resources, labor costs, and
legal costs).

Your responsibility for your company's telecommunications
security

The final responsibility for securing both this system and its networked
equipment rests with you, an Avaya customer's system administrator,
your telecommunications peers, and your managers. Base the fulfillment
of your responsibility on acquired knowledge and resources from a
variety of sources, including, but not limited to:

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and
your peers should carefully program and configure:

• Your Avaya-provided telecommunications systems and their
interfaces

• Your Avaya-provided software applications, as well as their
underlying hardware/software platforms and interfaces

• Any other equipment networked to your Avaya products.

Trademarks

Avaya is a trademark of Avaya Inc.
All non-Avaya trademarks are the property of their respective owners.

COMPAS

This document is also available from the COMPAS database. The
COMPAS ID for this document is <replace with #>.

Avaya support

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

http://www.avaya.com/support

Avaya IP Agent

Release 5

Installation and User Guide

Contents

About this information product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

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

What is Avaya IP Agent? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

New features for Avaya IP Agent, Release 5 . . . . . . . . . . . . . . . . . . . . . . 12

Avaya IP Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Avaya IP Agent configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Road Warrior configuration (Voice-over-IP) . . . . . . . . . . . . . . . . . . . . . . . 17

Telecommuter configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

IP Telephone configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

CallMaster VI configuration (DCP connection) . . . . . . . . . . . . . . . . . . . . . 19

Avaya Telephone (IP and DCP) configuration . . . . . . . . . . . . . . . . . . . . . 20

Compatible telephone types for Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . 21

Supported telephone types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Recommended telephone types . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Network compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 2: Installing Avaya IP Agent for PC-based configurations . . . . . . . . . . 27

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

CD-ROM contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Avaya communication server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Personal computer hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Personal computer software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Voice-over-IP considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Troubleshooting Voice-over-IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

System descriptions for Voice-over-IP . . . . . . . . . . . . . . . . . . . . . . . . . 34

Interactive installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Distributed installation information . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Web-based installation information . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Installing Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Silent installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Command-line parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Creating the silent installation response file . . . . . . . . . . . . . . . . . . . . . . . 44

Running a silent installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Upgrades and reinstallation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Issue 1.1 August 2004 3

Contents

Upgrading CentreVu IP Agent V1.X to Avaya IP Agent R5. . . . . . . . . . . . . . . . 47

Upgrading CentreVu IP Agent V2 to Avaya IP Agent R5. . . . . . . . . . . . . . . . . 48

Upgrading Avaya IP Agent V3,R4 to R5 . . . . . . . . . . . . . . . . . . . . . . . . 48

Upgrading CentreVu Agent to Avaya IP Agent R5. . . . . . . . . . . . . . . . . . . . 49

Reinstalling Avaya IP Agent R5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Applying product updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Uninstalling Avaya IP Agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Steps for uninstalling Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . 50

Chapter 3: Installing Avaya IP Agent for Windows Terminal Services . . . . . . . . 53

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

CD-ROM contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Avaya communication server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Server hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Installing Avaya IP Agent on Windows Terminal Services . . . . . . . . . . . . . . . . . 57

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Steps for installing Avaya IP Agent for Windows Terminal Services . . . . . . . . . . . 57

Reinstalling Avaya IP Agent for Windows Terminal Services . . . . . . . . . . . . . . . 60

Uninstalling Avaya IP Agent for Windows Terminal Services . . . . . . . . . . . . . . . 61

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Chapter 4: Configuring the Avaya communication server . . . . . . . . . . . . . . . 63

Required Avaya communication server circuit packs . . . . . . . . . . . . . . . . . . . 64

C-LAN circuit pack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

IP Media Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Validating Feature Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Steps for validating Feature Access Codes . . . . . . . . . . . . . . . . . . . . . . . 66

Road Warrior and Telecommuter configurations . . . . . . . . . . . . . . . . . . . . . 68

Ensuring compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Configuring station settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

CallMaster VI configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Ensuring compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Configuring station settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

IP Telephone and Avaya Telephone-IP configurations . . . . . . . . . . . . . . . . . . 79

Ensuring compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Configuring station settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Avaya Telephone-DCP configurations . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Ensuring compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Configuring station settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

4 Avaya IP Agent Installation and User Guide

Chapter 5: Using enhanced configuration options . . . . . . . . . . . . . . . . . . . 91

Configuring the Emergency Call Handling Service . . . . . . . . . . . . . . . . . . . . 92

Administering the Avaya communication server for Emergency Call Handling . . . . . . 92

Administering Avaya IP Agent for Emergency Call Handling . . . . . . . . . . . . . . 93

Configuring Avaya IP Agent for VPN configurations . . . . . . . . . . . . . . . . . . . 95

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Installing the Quality of Service Packet Scheduler . . . . . . . . . . . . . . . . . . . . 97

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Steps for installing QoS for Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . 97

Configuring Alternate Gatekeeper on Avaya communication servers . . . . . . . . . . . 99

Alternate Gatekeeper configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Configuring server load balancing across gatekeepers . . . . . . . . . . . . . . . . . 100

Load Balancing configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Load Balancing documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Chapter 6: Running Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Starting Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Steps for starting Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Initializing IP Endpoint configurations . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Initializing CallMaster VI configurations . . . . . . . . . . . . . . . . . . . . . . . . . 112

Registering with the Avaya communication server . . . . . . . . . . . . . . . . . . . . 113

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Setting default registration information . . . . . . . . . . . . . . . . . . . . . . . . . 113

Steps for registering with an Avaya communication server . . . . . . . . . . . . . . . . 113

Registering while using a VPN . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Logging in as an agent (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Steps for logging in (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Logging in as an agent (non-EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Steps for logging in (non-EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Logging out of Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Exiting Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Using alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

AutoAnswer interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Mini interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Titlebar interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Selecting an alternate interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Accessing features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Returning to the main interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Removing alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Renaming alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Contents

Issue 1.1 August 2004 5

Contents

Chapter 7: Avaya IP Agent basic operations . . . . . . . . . . . . . . . . . . . . . . 127

Selecting an agent work mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Definitions of agent work modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Changing work modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Handling incoming calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Telecommuter (Auto-Answer) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Road Warrior and CallMaster VI . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Road Warrior and CallMaster VI (Auto-Answer). . . . . . . . . . . . . . . . . . . . . 132

IP Telephone and Avaya Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Holding a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Using Manual Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Using Auto Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Reconnecting to a call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Releasing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Steps for releasing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Dropping a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Transferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Basic call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Unsupervised call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Enhanced call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Conferencing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Basic Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Enhanced Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Handling outgoing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Recent Calls list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Using the Phone Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Administering and using Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Abbreviated Dial button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Chapter 8: Agent Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Creating agent greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Steps for creating an agent greeting . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Setting the active agent greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Steps for setting an active agent greeting. . . . . . . . . . . . . . . . . . . . . . . . 158

Setting activation criteria for agent greetings . . . . . . . . . . . . . . . . . . . . . . 159

Steps for setting agent greeting activation criteria . . . . . . . . . . . . . . . . . . . . 159

Deleting agent greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Steps for deleting an agent greeting . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Chapter 9: Using VuStats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Configuring an extension for VuStats through the Avaya communication server . . . . . . 162

Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

6 Avaya IP Agent Installation and User Guide

Viewing a single set of VuStats information in Avaya IP Agent . . . . . . . . . . . . . . 163

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Adjusting intervals for monitoring VuStats . . . . . . . . . . . . . . . . . . . . . . . . 164

Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Chapter 10: Using a Public Directory with Avaya IP Agent . . . . . . . . . . . . . . 167

Defining a Public Directory service . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Steps for defining a Public Directory service . . . . . . . . . . . . . . . . . . . . . . 168

Searching a Public Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Steps for searching a Public Directory . . . . . . . . . . . . . . . . . . . . . . . . . 170

Selecting the fields to display and the order . . . . . . . . . . . . . . . . . . . . . . . 173

Steps for displaying Public Directory fields . . . . . . . . . . . . . . . . . . . . . . . 173

Identifying multiple telephone number fields . . . . . . . . . . . . . . . . . . . . . . . 175

Steps for identifying telephone number fields . . . . . . . . . . . . . . . . . . . . . . 175

Deleting a Public Directory service . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Steps for deleting a Public Directory service . . . . . . . . . . . . . . . . . . . . . . 177

Contents

Chapter 11: Screen pops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Creating a Windows application screen pop . . . . . . . . . . . . . . . . . . . . . . . 181

Steps for creating an application screen pop . . . . . . . . . . . . . . . . . . . . . . 181

Creating a DDE screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Steps for creating a DDE screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Setting the active screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Steps for setting an active screen pop . . . . . . . . . . . . . . . . . . . . . . . . . 191

Modifying a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Steps for modifying a screen pop. . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Deleting a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Steps for deleting a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Chapter 12: Dialog Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Main window and menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Toolbars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Information panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

System Tray icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

Avaya IP Agent option dialogs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

General Settings panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

ACD Agent panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Call Handling panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Call History panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

Call Information Display panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Database Options panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Issue 1.1 August 2004 7

Contents

Login Settings dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

Agent Greetings settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

Audio settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

User Interface Options panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

External Number Format panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Event Logging panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

Greetings Options panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Voice Message Number panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

Phone Settings panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Feature Access panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Login tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

Call Server tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Audio tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Emergency tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Advanced tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Greeting Description settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

ANI settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

VDN settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

Prompted Digits settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

Audio Options dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

Audio Monitor dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Volume and Ringer Settings dialog box . . . . . . . . . . . . . . . . . . . . . . . . 242

Audio Tuning Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

Appendix A: Shortcut keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Shortcut key functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Call features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Avaya IP Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Windows features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Appendix B: Language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249

Untranslated components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

Supported languages for Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . 251

Appendix C: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

Voice-over-IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Making and receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263

Alternative solution possibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281

8 Avaya IP Agent Installation and User Guide

About this information product

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

Reason for reissue

This is the first issue of this document for Avaya IP Agent R5.0.

Intended audience

This guide is intended for anyone who is installing or using Avaya IP Agent software and
performing station administration on an Avaya DEFINITY R10 server, 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 will be installed and run

● Windows 2000 Professional, Windows XP Professional, or Windows Terminal Services

on Windows 2000 Server or Windows 2003 Server (standard or Advanced edition)

● Standard Windows conventions and terminology

● Contact center configurations and operations

Conventions used

The following conventions are used in this document:

Convention Description

Boldface text Names of windows, dialog boxes, and

keyboard keys; for example, the Name field
is in the Properties dialog box.

Key + Key Key combinations for which you must press

and hold down one key and then press
another key at the same time; for example,
Ctrl+F4 means that you press the Ctrl key
and the F4 key at the same time.

Italic text Indicates references to other documents

and for emphasis.

Issue 1.1 August 2004 9

About this information product

Related documentation

The following documents can help you configure your Avaya communication server for use
with Avaya IP Agent:

● DEFINITY Enterprise Communications System Administrator’s Guide

● Administrator’s Guide for Avaya MultiVantage Software

● Administrator’s Guide for Avaya Communication Manager

Ordering documentation

To order documents by telephone, contact Globalware Solutions through the following
telephone numbers:

● Voice, within the United States: 1-800-457-1235

● Voice, international: 207 866 6701

● Fax, within the United States: 1-800-457-1764

● Fax, international: 207 626 7269

To order documents by mail, write to:

Globalware Solutions
200 Ward Hill Avenue
Haverhill, MA 01835
USA
Attention: Avaya Account Management

10 Avaya IP Agent Installation and User Guide

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? on page 12

● Avaya IP Agent configurations on page 17

● Compatible telephone types for Avaya IP Agent on page 21

● Network compatibility on page 25

Issue 1.1 August 2004 11

Introduction

What is Avaya IP Agent?

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

● On-site or off-site using Voice over Internet Protocol (VoIP)

● 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 contact 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.

This section contains the following topics:

● New features for Avaya IP Agent, Release 5 on page 12

● Avaya IP Agent features on page 13

New features for Avaya IP Agent, Release 5

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

● Silent installation - You can now create an installation script that allows you to install

subsequent installations of Avaya IP Agent without user interaction. If you use a network
management system, such as Microsoft SMS® or Hewlett-Packard OpenView®, you
can combine the silent installation with the functionality of these products to distribute
Avaya IP Agent.

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

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

● Avaya Telephone-IP configuration - Using this new configuration, agents can use Avaya

IP Agent as a direct interface to their physical 4600-series IP telephones. While the
Avaya Telephone-IP configuration is similar to the Telecommuter configuration, it cannot
use a telephone number that is different from the extension. You need only one defined
station on the Avaya communication server, instead of the two required by the
Telecommuter configuration. This feature is available for those contact centers using
Avaya Communication Manager 2.1 or later.

12 Avaya IP Agent Installation and User Guide

What is Avaya IP Agent?

● Avaya Telephone-DCP configuration - Using this new configuration, agents can use

Avaya IP Agent as a direct interface to their physical Avaya 2400-series or 6400-series
Digital Communication Protocol (DCP) telephone. While the Avaya Telephone-DCP
configuration is similar to the Telecommuter configuration, it cannot use a telephone
number that is different from the extension. However, with the Avaya Telephone-DCP
configuration, you need only one defined station on your Avaya communication server,
instead of the two required by the Telecommuter configuration. This feature is available
for those contact centers using Avaya Communication Manager 2.0 or later.

● Media encryption - The Avaya iClarity IP Audio component of Avaya IP Agent now

encrypts communication between itself and the Avaya communication server. This
provides a new level of security in communications conducted over your contact center
network.

● 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.

● Network-resident agent greetings - Agent greetings can now be stored on network

drives.

● Agent greetings in the Telecommuter configuration - With the Avaya Switcher II headset,

which connects to both a DCP telephone and a PC, contact centers using the
Telecommuter configuration can now use agent greetings.

Avaya IP Agent features

The following lists provide the main features that are available in Avaya IP Agent:

Available configurations and supported communication servers

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

● Road Warrior configuration (Voice-over-IP) - Agents can connect to the Avaya

communication server by using their personal computer and an IP network connection.
In this configuration, a telephone set is not necessary because all communication is
performed through the sound card of the personal computer.

● 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.

● Avaya CallMaster VI configuration - Avaya IP Agent supports usage of Avaya

CallMaster VI telephones. Sections of this document address configuration and usage
of Avaya CallMaster VI telephones.

Issue 1.1 August 2004 13

Introduction

● IP Telephone configuration - Agents using an IP telephone can use Avaya IP Agent in

the same manner as with the Telecommuter configuration. Features that are assigned to
the extension can be used through the Avaya IP Agent user interface. In this
configuration, Avaya IP Agent logs in to the telephone itself.

● Avaya Telephone-DCP configuration - Agents using a Digital Communication Protocol

(DCP) telephone in the contact center can use Avaya IP Agent to share control of the
telephone and its features. This configuration, unlike the Telecommuter configuration,
does not require the creation of a second station on the Avaya communication server.
This configuration is supported with Avaya Communication Manager 2.1 or later.

● Avaya Telephone-IP configuration - Agents using an IP telephone in the contact center

can use Avaya IP Agent to shared control of the IP telephone and its feature. In this
configuration, Avaya IP Agent logs in to the communication server, not the telephone as
in the IP Telephone configuration.

Call and contact center features

● 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.

● Agent greetings - Agents can record and configure multiple agent greetings based on

such variables as login status, agent work mode, agent ID, prompted digits, Automatic
Number Identification (ANI), or Vector Directory Number (VDN).

● Support for dynamic Quality of Service (QoS) - If the QoS parameters have not been

configured on the PC for an IP Endpoint configuration, Avaya IP Agent downloads the
QoS parameters configured on the Avaya communication server and configures the IP
Endpoint. To use QoS on Windows 2000, you must install the QoS Packet Scheduler
from the Windows 2000 installation. QoS is automatically installed by Avaya IP Agent on
Windows XP.

● 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.

14 Avaya IP Agent Installation and User Guide

What is Avaya IP Agent?

● 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

- 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,
Program Options, and Agent Greeting selection.

● Configurable database location - You can change the location where the Avaya IP Agent

database is stored. This database contains the telephone directory and the call history
information.

Issue 1.1 August 2004 15

Introduction

● Support for Virtual Private Networks (VPNs) - The Avaya iClarity IP Audio component

supports substitution of SHIM-based IPSec client addresses for the local IP address
within H.323 signalling messages.

● 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.

● Application updates - This feature can be used to search for updates to Avaya IP Agent.

During each start of Avaya IP Agent, the Uniform Resource Locator (URL) address
specified is searched. If an update is found, it is installed. This feature saves time and
effort for administrators because they do not need to visit each installation or create
remote administration scripts through third-party applications.

16 Avaya IP Agent Installation and User Guide

Avaya IP Agent configurations

Avaya IP Agent supports the following configurations:

● Road Warrior configuration (Voice-over-IP) on page 17

● Telecommuter configuration on page 18

● IP Te lephone configuration on page 19

● CallMaster VI configuration (DCP connection) on page 19

● Avaya Telephone (IP and DCP) configuration on page 20

Road Warrior configuration (Voice-over-IP)

Use the Road Warrior configuration in situations where an agent at a personal computer
can make a dial-up or network connection to an Avaya communication server. This
configuration does not use a telephone, which, obviously, is valuable when a telephone is
not available. All of the features of the Avaya communication server are available to the
agent through this type of connection. The single network connection between the
personal computer running Avaya IP Agent and the Avaya communication server has two
channels, one for signaling (data) and one for voice. Avaya IP Agent controls the data flow
while the iClarity IP Audio (an H.323 V2-compliant audio application) handles voice
communications. This type of configuration provides the best IP audio quality that is
possible with your connection speeds, personal computer performance, and network
setup. Agents make and receive calls through the Avaya IP Agent interface using a
headset connected to the personal computer.

Avaya IP Agent configurations

What you need to know about Road Warrior configuration

The following is a list of the Road Warrior configuration requirements and capabilities:

● Connection - One dial-up or network connection from the personal computer running

Avaya IP Agent to the Avaya communication server

● Personal computer hardware

- Sound card (full-duplex recommended)

- Modem or network interface card for connectivity to the Avaya communication
server

- Universal Serial Bus (USB) headset (recommended)

Note:

Note: For detailed information on supported hardware, see the listings for IP

Softphone at h

ttp://support.avaya.com.

Issue 1.1 August 2004 17

Introduction

● Telephone - Not supported in this configuration

● Voice quality - Dependent on the performance of the personal computer hardware, the

amount of bandwidth available in the network connection, and network stability

● Agent greetings - Stored on the personal computer

● Avaya communication server connections - One user connection

Note:

Note: Voice-over-IP does not necessarily provide toll-quality audio.

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

● Agent Greetings - Supported only through the use of the Avaya Switcher II headset

● 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

18 Avaya IP Agent Installation and User Guide

Avaya IP Agent configurations

IP Telephone configuration

The IP Telephone configuration is similar to that of the Telecommuter configuration.
Through IP Agent, agents can control an IP telephone, use the features of the telephone
through the IP Agent interface, and take advantage of the regular IP Agent features.

What you need to know about the IP Telephone configuration

The following is a list of the IP Telephone configuration requirements and capabilities:

● Connection - IP network connection for the IP telephone and a TCP/IP network

connection for the personal computer

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

Avaya communication server

● Telephone set - Any Avaya IP telephone that supports the Computer Telephony

Integration (CTI) feature and is supported by your Avaya communication server

● Voice Quality - Dependent on the IP telephone, available network bandwidth, and

network stability

● Agent Greetings - Not supported in this configuration

● Avaya communication server connections - One user connection

CallMaster VI configuration (DCP connection)

The Avaya CallMaster VI is a small telephone with eight buttons, two headset jacks, and
DCP (Digital Communications Protocol) connectivity. This telephone is connected to a
personal computer through a serial (RS-232) connection. This configuration is for use only
inside the contact center in conjunction with CallMaster telephones. Connectivity for this
configuration is provided through a DCP connection to the Avaya communication server
and does not require a TCP/IP network connection.

What you need to know about the CallMaster VI configuration

The following list provides Avaya CallMaster VI configuration requirements and
capabilities:

● Connection - DCP connection for the Avaya CallMaster VI telephone set and a serial

(RS-232) connection between the Avaya CallMaster VI and the personal computer

● Personal computer hardware - Serial (RS-232) port

● Telephone - Avaya CallMaster VI

● Voice quality - High

Issue 1.1 August 2004 19

Introduction

● Agent greetings - Stored on the Avaya CallMaster VI telephone set

● Avaya communication server connections - One user connection

Avaya Telephone (IP and DCP) configuration

The Avaya Telephone configuration allows you to use Avaya IP Agent as a direct interface
to your extension. Unlike the Telecommuter configuration, you cannot use analog
telephones or alternate extension numbers in this configuration. Also, there is no need to
define a second extension on the Avaya communication server in this configuration.
Another advantage of this configuration is that if the PC is not operational, the extension
still functions normally without Avaya IP Agent. This configuration is useful for those
environments where an agent is the only person assigned to an extension and never has
the need to work from an off-site location.

What you need to know about the Avaya Telephone configuration

The following is a list of the Avaya Telephone configuration requirements and capabilities:

● Connection - One network connection from the personal computer running Avaya IP

Agent to the Avaya Communication Manager system 2.0 (DCP), 2.1 (IP), or later and a
DCP or IP telephone that is connected to the Avaya Communication Manager system

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

Avaya communication server

● Telephone set - An Avaya 2400-series (DCP), 4600-series (IP), or 6400-series (DCP)

telephone

● Voice Quality - High

● Agent greetings - Not supported in this configuration

● Avaya communication server connections - One user connection

20 Avaya IP Agent Installation and User Guide

Compatible telephone types for Avaya IP Agent

Compatible telephone types for Avaya IP Agent

This section contains the following topics:

● Supported telephone types on page 21

● Recommended telephone types on page 24

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 IP Agent:

Telephone model Communication

CallMaster (602A1) DCP

CallMaster II (603D1) DCP

CallMaster III (603E1) DCP

CallMaster IV (603F1)‘ DCP

CallMaster V (607A1) DCP

CallMaster VI (606A1) DCP

2402 DCP

2420 DCP

Additional features

platform

● 80-character (2x40) display

● 80-character (2x40) display

● 80-character (2x40) display

● 80-character (2x40) display

● 48-character display

● 80-character (2x40) display

● Expansion module available

● 48-character display

● Compatible with Avaya

Telephone-DCP configuration

● Supported with Avaya

Communication Manager 2.1 or
later

● 203-character display

● Expansion module available

● Compatible with the Avaya

Telephone-DCP configuration

Issue 1.1 August 2004 21

Introduction

Telephone model Communication

Additional features

platform

4602 IP ● 40-character display

● To use this telephone, you must

administer it on the Avaya
communication server with the
IP Telephone configuration. To
register this telephone with
Avaya Communication Manager

2.1 or later, select the Control

of Avaya Telephone (via the
server) configuration option.

This telephone is not supported
for Avaya Communication
Manager 2.0 or earlier.

● This telephone cannot be used

in the IP Telephone
configuration.

4606 IP

● 32-character display

● Use of this telephone with the

Avaya Telephone-IP
configuration requires Avaya
Communication Manager 2.1 or
later.

4610 IP

4612 IP

4620 IP

4624 IP

● 168x80 pixel display

● Supported only on Avaya

Communication Manager 2.1 or
later

● 48-character display

● Use of this telephone with the

Avaya Telephone-IP
configuration requires Avaya
Communication Manager 2.1 or
later.

● 168x132 pixel display

● Expansion module available

● Use of this telephone with the

Avaya Telephone-IP
configuration requires Avaya
Communication Manager 2.1 or
later.

● 48-character display

● Use of this telephone with the

Avaya Telephone-IP
configuration requires Avaya
Communication Manager 2.1 or
later.

22 Avaya IP Agent Installation and User Guide

Compatible telephone types for Avaya IP Agent

Telephone model Communication

Additional features

platform

4630 IP ● 320x240 pixel display

● Use of this telephone with the

Avaya Telephone-IP
configuration requires Avaya
Communication Manager 2.1 or
later.

6402D DCP

6408D / 6408D+ DCP

● 32-character (2x16) display

● 48-character display

● Compatible with Avaya

Telephone-DCP configuration

6416D+ DCP

● 48-character display

● Expansion module available

● Compatible with Avaya

Telephone-DCP configuration

6424D+ DCP

● 48-character display

● Expansion module available

● Compatible with Avaya

Telephone-DCP configuration

8405D / 8405D+ DCP

8410D DCP

8411D DCP

8434D DCP

● 48-character display

● This telephone cannot be used

with the Avaya Telephone-DCP
configuration.

● 48-character display

● This telephone cannot be used

with the Avaya Telephone-DCP
configuration.

● 48-character display

● For this telephone set, you must

disable the data port, which is
true for all softphones

● This telephone cannot be used

with the Avaya Telephone-DCP
configuration.

● 80-character (2x40) display

● Expansion module available

● This telephone cannot be used

with the Avaya Telephone-DCP
configuration.

Issue 1.1 August 2004 23

Introduction

Recommended telephone types

While Avaya IP Agent supports all of the telephone types listed in the previous table for the
Road Warrior and 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.

Note:

Note: For the IP Telephone and Avaya Telephone configurations, these telephone

types are only valid for use if these exact stations are in use at the location
of the agent.

24 Avaya IP Agent Installation and User Guide

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.

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.

Network compatibility

Issue 1.1 August 2004 25

Introduction

26 Avaya IP Agent Installation and User Guide

Chapter 2: Installing Avaya IP Agent for

PC-based configurations

This section contains procedures and important information for installing and uninstalling
Avaya IP Agent on a PC.

This section includes the following topics:

● Prerequisites on page 28

● Voice-over-IP considerations on page 33

● Interactive installation on page 36

● Silent installation on page 43

● Upgrades and reinstallation on page 47

● Uninstalling Avaya IP Agent on page 50

Issue 1.1 August 2004 27

Installing Avaya IP Agent for PC-based configurations

Prerequisites

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

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

● CD-ROM contents on page 28

● Avaya communication server on page 29

● Personal computer hardware on page 30

● Personal computer software on page 31

CD-ROM contents

The Avaya IP Agent CD-ROM contains the following items:

● Avaya IP Agent installation program

● Avaya IP Agent program files

● Documentation in PDF format - Adobe Acrobat® Reader 5.0 or later is required to

view.PDF documents.

● A readme.txt file containing last minute information

28 Avaya IP Agent Installation and User Guide

Avaya communication server

The following table shows the Avaya communication servers that can be used with Avaya
IP Agent:

IP Endpoint CallMaster VI

Prerequisites

● Avaya communication servers with

Avaya Communication Manager
software

● Avaya communication servers with

Avaya MultiVantage software

● DEFINITY Enterprise Communication

● Avaya communication servers with

Avaya Communication Manager
software

● Avaya communication servers with

Avaya MultiVantage software

● DEFINITY ECS R6

System (ECS) R10

● DEFINITY IP 600 R10

● DEFINITY ONE R10

● DEFINITY Business Communications

System (BCS) R10(Road Warrior and
Telecommuter configurations only)

● DEFINITY Guestworks R10 (Road

Warrior and Telecommuter
configurations only)

Note:

Note: The Avaya Telephone configuration can be used only with Avaya

Communication Manager 2.1 or later.

Depending on the endpoint configuration being used, Avaya IP Agent requires the
following additional components on the Avaya communication server:

● Telecommuter and Avaya Telephone-DCP - A Control LAN Circuit Pack (C-LAN) circuit

pack (TN799B or later)

● Road Warrior (VoIP), IP Telephone, and Avaya Telephone-IP - A Control LAN Circuit

Pack (C-LAN) circuit pack (TN799B or later) and an IP Media Processor (TN2302AP)
circuit pack

● Avaya CallMaster VI - No extra components required

Issue 1.1 August 2004 29

Installing Avaya IP Agent for PC-based configurations

Personal computer hardware

The following topics present the minimum personal computer hardware requirements for
Avaya IP Agent:

Processor

An x86-based processor rated at 300 MHz or faster is required. For Road Warrior (VoIP)
configurations, a minimum of a 400 MHz processor is required. See Voice-over-IP

considerations on page 33 for more information regarding hardware resources.

Hard disk space

Avaya IP Agent requires a minimum of 30 MB. Avaya IP Agent can require more hard disk
space, depending on the amount of data stored for the phone directory, call history, agent
greetings, and screen pops.

RAM

Audio

The following table shows the memory requirements for the Avaya IP Agent configurations
and the supported operating systems:

Configuration Windows 2000 Windows XP

Road Warrior (VoIP)
Telecommuter
IP Telephone
Avaya Telephone-IP
Avaya Telephone-DCP

CallMaster VI 64 MB 64 MB

Road Warrior (VoIP) configurations require a sound card and one of the following hardware
configurations:

● Headset with integrated microphone

● PC speakers and microphone

For maximum voice quality, Avaya recommends that you use a sound card that supports
full-duplex operation. Use of a headset or Universal Serial Bus (USB) headset provides
higher voice quality than that of simply using speakers and a microphone connected to
your personal computer.

128 MB 256 MB

30 Avaya IP Agent Installation and User Guide