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Avaya 7 manuel d'utilisation

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Le mot vient du latin "Instructio", à savoir organiser. Ainsi, le manuel d’utilisation Avaya 7 décrit les étapes de la procédure. Le but du manuel d’utilisation est d’instruire, de faciliter le démarrage, l'utilisation de l'équipement ou l'exécution des actions spécifiques. Le manuel d’utilisation est une collection d'informations sur l'objet/service, une indice.

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Tout d'abord, le manuel d’utilisation Avaya 7 devrait contenir:
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Habituellement, cela est dû au manque de temps et de certitude quant à la fonctionnalité spécifique de l'équipement acheté. Malheureusement, la connexion et le démarrage Avaya 7 ne suffisent pas. Le manuel d’utilisation contient un certain nombre de lignes directrices concernant les fonctionnalités spécifiques, la sécurité, les méthodes d'entretien (même les moyens qui doivent être utilisés), les défauts possibles Avaya 7 et les moyens de résoudre des problèmes communs lors de l'utilisation. Enfin, le manuel contient les coordonnées du service Avaya en l'absence de l'efficacité des solutions proposées. Actuellement, les manuels d’utilisation sous la forme d'animations intéressantes et de vidéos pédagogiques qui sont meilleurs que la brochure, sont très populaires. Ce type de manuel permet à l'utilisateur de voir toute la vidéo d'instruction sans sauter les spécifications et les descriptions techniques compliquées Avaya 7, comme c’est le cas pour la version papier.

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Tout d'abord, il contient la réponse sur la structure, les possibilités du dispositif Avaya 7, l'utilisation de divers accessoires et une gamme d'informations pour profiter pleinement de toutes les fonctionnalités et commodités.

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Table des matières du manuel d’utilisation

  • Page 1

    Avaya IP Agent Release 7.0 Installation and User Guide for Citrix Release 7.0 June 2007[...]

  • Page 2

    © 2000-2007 A vaya Inc. All Right s Reserved. Notice While reasonable ef forts were made to ensure that the infor mation in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Chan ges and corrections to the information in this document might be incorporated in fu ture releases. Docum[...]

  • Page 3

    Avaya IP Agent Installation and User Guide for Citr ix June 2007 3 Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 4

    Contents 4 Avaya IP Agent Installation and User Guide for Citrix June 2007 Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Peripherals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1 Server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 [...]

  • Page 5

    Contents Avaya IP Agent Installation and User Guide for Citr ix June 2007 5 Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Using alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 AutoAnswer interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 6

    Contents 6 Avaya IP Agent Installation and User Guide for Citrix June 2007 Dropping a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 T ransferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 7

    Contents Avaya IP Agent Installation and User Guide for Citr ix June 2007 7 Chapter 9: Screen pop s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Creating a Windows application s creen pop . . . . . . . . . . . . . . . . . . . . . . . 96 Steps for creating an application scre en pop . . . . . . . . . . . . . . . . . .[...]

  • Page 8

    Contents 8 Avaya IP Agent Installation and User Guide for Citrix June 2007 ACD Agent panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 24 Call Handling panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 25 Call History panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

  • Page 9

    IP Agent R7 Installation and User Guide June 2007 9 Preface This section contain s the following topics: ● Purpose on page 9 ● Audience on page 9 ● Reasons for reissue on page 9 ● Related document s on page 10 Purpose This document, A vaya IP Agent Installation and User Guide for Citr ix, includes information that you need to know in order [...]

  • Page 10

    Preface 10 IP Agent R7 Installation and User Guide June 2007 Related document s The following document s can help you configure your Avaya commu nication server for use with Avaya IP Agent R7: ● Administrator ’s Guide for A vaya MultiV antage Sof tware ● Administrator Guide for A vaya Communication Manager[...]

  • Page 11

    Avaya IP Agent Installation and User Guide for Citr ix June 2007 11 Chapter 1: Introduction This chapter provides introductory and bas ic info rmation about Avaya IP Agent. This chapter includes the following sections: ● What is Ava ya IP Agent for Citrix? on page 1 1 ● T elecommuter configuration on page 14 ● Compatible telephone types for A[...]

  • Page 12

    Chapter 1: Introduction 12 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 ● User-to-user information (UUI) screen pop enhanceme nt - Using ex ternal applications, unique identifiers can be added to incoming calls. If your A vaya communication server has the correct features and configuration, these identifiers ca n be passed to[...]

  • Page 13

    What is Avaya IP Agent for Citrix ? Avaya IP Agent Installation and User Guide for Citr ix June 2007 13 - Dynamic Data Exchang e (DDE) "Execute" or "Poke" commands Usability features ● Clipboard dialing - A vaya IP Agent can be used to dial any number copied to the clipboard or , in most personal computer applications, us ed t[...]

  • Page 14

    Chapter 1: Introduction 14 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 T elecommuter configuration Use the T elecommuter configuration in situations wh ere a personal computer can make a dial-up or network connection to an A vaya communi catio n server for the signaling (dat a) path and a voice path to a telephone sent through[...]

  • Page 15

    Compatible telephone types for Avaya IP Agent Avaya IP Agent Installation and User Guide for Citr ix June 2007 15 Supported telephone types Note: Note: When you change telephone typ es for a station, you must rest art Avaya IP Agent for the change to t ake effect. The following table provides t he te lephone types that are avai lable on the A vaya [...]

  • Page 16

    Chapter 1: Introduction 16 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Recommended telephone types While A vaya IP Agent supports all of the tel ephone types listed in the previous t able for the T elecommuter configurations, the following type s provide the most buttons and features, and an 80-character display: ● 606A1 ●[...]

  • Page 17

    Network compatibility Avaya IP Agent Installation and User Guide for Citr ix June 2007 17 The VPN solution provided by A vaya iClarity IP Audio only suppo rts VPNs that use one-to-one IP address substitution. VPNs that use many-to-one IP address substitution cannot be used with Ava ya IP Agent.[...]

  • Page 18

    Chapter 1: Introduction 18 Avaya IP Agent In stallation an d User Guide for Citrix June 2007[...]

  • Page 19

    Avaya IP Agent Installation and User Guide for Citr ix June 2007 19 Chapter 2: Configuring the A vaya communication server This section provides procedures and informat ion on how to configur e the following Av aya communication servers for use with A vaya IP Agent: ● Avaya communication servers wi th Communication Manager sof tware ● Avaya com[...]

  • Page 20

    Chapter 2: Configuring the Avaya commun ication server 20 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 The following two circuit p acks are used for re mote agent connections over TCP/IP with Avaya IP Agent: ● Control LAN Circuit Pack (C-LAN) (TN799B or later) ● IP Media Processor This section contain s the following topics[...]

  • Page 21

    Validating Feature Acces s Codes Avaya IP Agent Installation and User Guide for Citr ix June 2007 21 Document ation For installat ion procedures and configuration information for the C-LAN and IP Media Processo r circuit p acks, see Administr ation for Network Connectivity for your Communication Manager , MultiV antage , or DEFINITY system. V alida[...]

  • Page 22

    Chapter 2: Configuring the Avaya commun ication server 22 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 2. Enter display dialplan to access the dial plan for m and then ensure that the fac option is assigned in the dia l plan. If the fac option is not assigned in the dial plan, your dial plan does not curre ntly support Feature [...]

  • Page 23

    Telecommuter configurations Avaya IP Agent Installation and User Guide for Citr ix June 2007 23 Ensuring comp atibility In this procedure, you set features on your A vay a 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 A vaya communication se[...]

  • Page 24

    Chapter 2: Configuring the Avaya commun ication server 24 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 3. Ensure that the Maximum Concurrently Registered IP S t ations field is set to a number greater than zero. This number r epresents the tot al number of IP st ations that can be connected to the Av aya communication server at[...]

  • Page 25

    Telecommuter configurations Avaya IP Agent Installation and User Guide for Citr ix June 2007 25 Before you begin Before configuring st ation settings on the A vaya communication server , you should have completed the procedures in Ensuring comp atibility on p age 23 to verify that your A vaya communication server supports A vaya IP Agent and Featur[...]

  • Page 26

    Chapter 2: Configuring the Avaya commun ication server 26 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Note: Note: In T elecommuter mode, A vaya IP Agent can t ake over the administration and functionality of a physical Digital Comm unicatio n Protocol (DCP) telephone. The physical telephone must be one of those listed in Comp [...]

  • Page 27

    Telecommuter configurations Avaya IP Agent Installation and User Guide for Citr ix June 2007 27 ● permanent - Use this setting if the st ation has high call tra ffic or if it is set as an auto-answer st ation. 10. Ensure that the IP Emergency Calls field is set to the appropriate setting for your cont act center . 1 1. If the Auto Answer field is[...]

  • Page 28

    Chapter 2: Configuring the Avaya commun ication server 28 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Prompting feature obt ains information from a caller through a collect-digit s vector step on the A vaya communication server . ! Import ant: Important: The 4600, 6400, and 607A1 telephone types do not have a physical Drop but[...]

  • Page 29

    Avaya IP Agent Installation and User Guide for Citr ix June 2007 29 Chapter 3: Inst alling A vaya IP Agent This section cont ains procedures and importan t in formation for inst alling and uninstallin g Avaya IP Agent in a Microsof t Windows T erminal Services environment. Call centers that use Windows T erminal Services , Citrix MetaFrame XP , or [...]

  • Page 30

    Chapter 3: Installing Avaya IP Agent 30 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 ● Documentation in PDF format - Adob e Acrobat® Reader 5.0 or later is required to view .PDF documents. ● A readme.txt file cont aining last minute information A vaya communication server The following A vaya communication servers can be u[...]

  • Page 31

    Prerequisites Avaya IP Agent Installation and User Guide for Citr ix June 2007 31 RAM The following tab le provides the minimum memory requirement s for the Windows T erminal Services edition of A vaya IP Agent: Networking The desktop workst ation must have one network (non-dialup) connection and one telephone connection (DCP or analog). Peripheral[...]

  • Page 32

    Chapter 3: Installing Avaya IP Agent 32 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Inst alling A vaya IP Agent This section provides information and proce dur es for installing A vaya IP Agent for Windows T erminal Services. Before you begin Read and understan d the following items before attempting to inst all Avaya I P Agen[...]

  • Page 33

    Installing Avaya IP Agent Avaya IP Agent Installation and User Guide for Citr ix June 2007 33 7. If you want to inst all Avaya IP Agent in a fold er other than the default, click the Browse button in the Destination Folder dia log box and select a new location. 8. When you are satisfied with the folder in whic h A vaya IP Agent will be installed, s[...]

  • Page 34

    Chapter 3: Installing Avaya IP Agent 34 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 16. Select the Next button. The installat ion program displays the St art Copying Files window . This window displays the options that you se lected. If you need to make any changes to the selections you made, select the Back button until you r[...]

  • Page 35

    Uninstalling Avaya IP Agent Avaya IP Agent Installation and User Guide for Citr ix June 2007 35 The uninstall progra m removes: ● All installed A vaya IP Agent files, including all languag e versions ● Folders created by the A vaya IP Agent installation ● Log files created by A vaya IP Agent S tep s for uninst alling A vaya IP Agent T o unins[...]

  • Page 36

    Chapter 3: Installing Avaya IP Agent 36 Avaya IP Agent In stallation an d User Guide for Citrix June 2007[...]

  • Page 37

    Avaya IP Agent Installation and User Guide for Citr ix June 2007 37 Chapter 4: A vaya IP Agent enhanced configuration options This section provides information and p rocedures for configuring advanced features in a contact center that uses A vaya IP Agent. This section contain s the following topics: ● Configuring the Emergency Call Handlin g Ser[...]

  • Page 38

    Chapter 4: Avaya IP Agent enhan ced configuration opt ions 38 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Administering the A vaya communication server for Emergency Call Handling See the document ation for your A vaya communication server for in formation on configuring the Emergency Call Handling feature. Administering A vay[...]

  • Page 39

    Configuring the Emerge ncy Call Handling Service Avaya IP Agent Installation and User Guide for Citr ix June 2007 39 3. Select the Emergency t ab. 4. Place a check mark in the Enable e mergency call handling feature check box. 5. Select the location that will be sent th rough th e Avaya communication server for calls placed to emergency services: ?[...]

  • Page 40

    Chapter 4: Avaya IP Agent enhan ced configuration opt ions 40 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Configuring Alternate Gatekeeper on A vaya communication servers Use the Alternate Gatekeep er feature when an IP Endpoin t registers with an Avaya communication server . When Avaya IP Agent regi sters with an Avaya commun[...]

  • Page 41

    Configuring server load balancing across gatekee pers Avaya IP Agent Installation and User Guide for Citr ix June 2007 41 ! Import ant: Important: It is important that you use the network region feature to control which C-LAN circuit packs are available when one p ack loses connectivity . Without proper region assignment s for your C-LAN circuit pa[...]

  • Page 42

    Chapter 4: Avaya IP Agent enhan ced configuration opt ions 42 Avaya IP Agent In stallation an d User Guide for Citrix June 2007[...]

  • Page 43

    Avaya IP Agent Installation and User Guide for Citr ix June 2007 43 Chapter 5: S t arting and S topping A vaya IP Agent This chapter explains how to begin using Avaya IP Agent. It c ont ains the following sections: ● S tarting Avaya IP Agen t on page 43 ● Initializing IP Endpoint configurations on p age 44 ● Registering with the A vaya commun[...]

  • Page 44

    Chapter 5: Starting and Sto pping Avaya IP Agent 44 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Initializing IP End point configurations If you have performed a new installation of Avaya IP Agent for an IP En dpoint configuration, the Configuration Wizard is disp layed when you first start A vaya IP Agent. The Configuration Wi[...]

  • Page 45

    Initializing IP Endpoint con figurations Avaya IP Agent Installation and User Guide for Citr ix June 2007 45 ● Remember p assword for next login ses sion - Place a check mark in this check box if you do not want to enter your p assword each time you register with the Avaya communication server . If you are concerned with the possibility of unauth[...]

  • Page 46

    Chapter 5: Starting and Sto pping Avaya IP Agent 46 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 12. Read the text of this warning complet ely and select the I Agree button if you understand and agree to the conditio ns stated in this message. If you select the I Disagree button, the Configuration W izard will e xit or , for Wi[...]

  • Page 47

    Registering with the Avaya communication se rver Avaya IP Agent Installation and User Guide for Citr ix June 2007 47 ● T elephone number - Select this op tion button if you want a telephone numb er other than your extension sent to emerg ency services. S pecify the tele phone number to send in the provided field. This selection must be comp atibl[...]

  • Page 48

    Chapter 5: Starting and Sto pping Avaya IP Agent 48 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Setting default registration information The Settings button on the Login window can be used to configure more adva nced features that are used with A vaya IP Agent and the A vaya communication server . For more info rmation on thes[...]

  • Page 49

    Logging in as an agent (EAS) Avaya IP Agent Installation and User Guide for Citr ix June 2007 49 Logging in as an agent (EAS) After registe ring with the Avaya communicatio n se rver , you can, as an extension, receive calls through A vaya IP Agent. However , to receive calls from a skill, you need to log in as an agent of that skill. This section [...]

  • Page 50

    Chapter 5: Starting and Sto pping Avaya IP Agent 50 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Logging in as an agent (non-EAS) After registe ring with the Avaya communicatio n se rver , you can, as an extension, receive calls through Av aya IP Agent. However , to receive calls from a split, you need to log in as an agent of [...]

  • Page 51

    Logging out of Avaya IP Agent Avaya IP Agent Installation and User Guide for Citr ix June 2007 51 3. Select the Login option. Avaya IP Agent displays the Agent Login dialog bo x. 4. If your extension requires a password, enter the p assword for this split. If you are loggin g in to a split that co nsists of only one or two digits, you may be requir[...]

  • Page 52

    Chapter 5: Starting and Sto pping Avaya IP Agent 52 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Exiting A vaya IP Agent This section provides the procedure for exiting the Avaya IP Agent application. St e ps T o exit Avaya IP Agent and log out of the A vaya communication server: 1. After you have logged out as an agent, select[...]

  • Page 53

    Using alternate us er interfaces Avaya IP Agent Installation and User Guide for Citr ix June 2007 53 Note: Note: The procedures in this document are written for the default ma in window . Y ou will not be able to exactly follow these pr ocedures when you are using an alternate user interface. However , the Program Menu button on the right side of t[...]

  • Page 54

    Chapter 5: Starting and Sto pping Avaya IP Agent 54 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 S tep s T o select an alternate user interface. 1. From the A vaya IP Agent main window , select Vie w > Alternate Interfaces . 2. From the branching menu, select the interface tha t you want to use: ● AutoAnswer ● Mini Inter[...]

  • Page 55

    Using alternate us er interfaces Avaya IP Agent Installation and User Guide for Citr ix June 2007 55 Note: Note: Av aya IP Agent cannot recreate th ese files once they have been deleted. Renaming alternate user interfaces If you want to change the name of an alternate us er interface, rename the necessa ry file in the following directory: <insta[...]

  • Page 56

    Chapter 5: Starting and Sto pping Avaya IP Agent 56 Avaya IP Agent In stallation an d User Guide for Citrix June 2007[...]

  • Page 57

    Avaya IP Agent Installation and User Guide for Citr ix June 2007 57 Chapter 6: Using V uS t at s The V uS tats fe ature is used to pass cont act center information from the A vaya communication server to a display on a st ation or extension. Su pervisors and age nts use this feature to monitor contact center acti vity and stati stics. The Vu Sta ts[...]

  • Page 58

    Chapter 6: Using VuStats 58 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Definitions and reference material for the V uS tat s fields on the forms of the A vaya communication server can be found in the Administrator's Guide for your A vaya communication server . V iewing a single set of V uSt at s information in A vaya IP [...]

  • Page 59

    Adjusting intervals fo r monitoring VuStats Avaya IP Agent Installation and User Guide for Citr ix June 2007 59 2. Select the V uS tats informatio n to view by double-clicking the associated entry in the Phone Features window . Avaya IP Agent displays the selecte d V uS tats information in the Phone Displa y toolbar of the main window . Adjusting i[...]

  • Page 60

    Chapter 6: Using VuStats 60 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 St e ps T o change the periods of time used in the V uSt at s Monitor window: 1. S tart the V uS ta ts Mo nitor . 2. Click the Refresh Rate button on the toolbar of the V uSt at s Monitor window . Avaya IP Agent displays a menu wi th the following time int[...]

  • Page 61

    Avaya IP Agent Installation and User Guide for Citr ix June 2007 61 Chapter 7: A vaya IP Agent basic operations This chapter contains information on t he basic operations of A vaya IP Agent. This chapter includes the following topics: ● Selecting an agent work mode on page 61 ● Handling incoming calls on p age 63 ● T ransferring a call on p a[...]

  • Page 62

    Chapter 7: Avaya IP Agent basic operat ions 62 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 ACW (Af ter-Call Work) Agents use this work mode to indicate that ta sks related to the previous call are being performed. This button is not usua lly used in conjunction with the Auto-In feature because agents with the Auto-In feature a[...]

  • Page 63

    Handling incoming calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 63 Handling incoming calls This section describes those functions t hat 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 top ics: ● Answering a c[...]

  • Page 64

    Chapter 7: Avaya IP Agent basic operat ions 64 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 2. After the call is completed and the calling p arty disconnects from th e call, or after the agent selects Release for that call, t he agent should hang up the telephone if no more calls are ringing on the A vaya IP Agent screen. 3. If[...]

  • Page 65

    Holding a call Avaya IP Agent Installation and User Guide for Citr ix June 2007 65 Holding a call Y ou 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 Pa nel (CIP) changes to Reconnect . Using Manual Hold T o perform a Manual Hold, select[...]

  • Page 66

    Chapter 7: Avaya IP Agent basic operat ions 66 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Releasing a call There are dif ferent methods for releasing a ca ll. These methods will work only if the Release feature has been administered for your st ation. S tep s for releasing a call T o release a call: 1. Do one of the following[...]

  • Page 67

    Dropping a call Avaya IP Agent Installation and User Guide for Citr ix June 2007 67 Dropping a call Use the Drop feature when you want to disconnect from a normal call or drop the last p arty added to a conference call. T o drop a call, select the Drop button located on the Phone Button toolbar . Y ou are then disconnected from the call and hear a [...]

  • Page 68

    Chapter 7: Avaya IP Agent basic operat ions 68 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 S tep s for a Basic T ransfer T o transfer a call using Basic T ransfer: 1. While you are on an active call, select Call > T ransfer > Basic T ransfer from the menu bar . The current call is automa tically put on hold, a new Call I[...]

  • Page 69

    Transferring a call Avaya IP Agent Installation and User Guide for Citr ix June 2007 69 S tep s for an Unsupervised T ransfer T o transfer a call using Unsupervised T ransfer: 1. While you are on an active call, select Call > T ransfer > Unsupervised T ransfer . Avaya IP Agent displays the Unsupervised T ransfer dialo g box. 2. In the availab[...]

  • Page 70

    Chapter 7: Avaya IP Agent basic operat ions 70 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 3. Select the OK button. The caller is automatically put o n hold, a new Call Information Pa nel (CIP) is displayed, a dial tone is heard, and A vaya IP Agent displays a confirmation dialog box. If you need to enter digit s, such as answ[...]

  • Page 71

    Conferencing c alls Avaya IP Agent Installation and User Guide for Citr ix June 2007 71 Basic Conference Use the Basic Conference feature to connect multiple calls together so that all p arties can communicate simultaneously . With this method, you use the numbers on the keyboard or the Dial Pad to enter the telephone numbe rs to conference togethe[...]

  • Page 72

    Chapter 7: Avaya IP Agent basic operat ions 72 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 3. When the second p arty answers, you can privately talk to the second p arty and then select Basic Conference again to initia te the conference call. Y ou may initiate the conference when the number is entered, during the ringing stat [...]

  • Page 73

    Conferencing c alls Avaya IP Agent Installation and User Guide for Citr ix June 2007 73 Enhanced Conference Use the Enhanced Conference fe ature to connect multiple calls together by entering th e extensions or telephone numbers through a d ialog box and then adding them to an active call. S tep s for using Enhanced Conference T o add a party t o a[...]

  • Page 74

    Chapter 7: Avaya IP Agent basic operat ions 74 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 3. Select the OK button. The current call is automa tically placed on hold, a new CIP is displayed, a d ial tone is heard, and A vaya IP Agent displays a confirmation dialog box. If you need to enter digit s, such as answering prompt s, [...]

  • Page 75

    Handling outgoing calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 75 Example: If you added three p arties to the call, the CIP displays CONFERENCE 3 . Any person on the conference call can hang up at a ny time. 1. T o disconnect the last person added to the conference call, select the Drop button. 2. When the conference call [...]

  • Page 76

    Chapter 7: Avaya IP Agent basic operat ions 76 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 This section includes the following top ics: ● Recent Calls list on page 76 ● Using the Phone Directory on p age 77 ● Administering and using S peed Dial on page 80 ● Abbreviated Dial button on p age 82 Recent Calls list Y ou can[...]

  • Page 77

    Handling outgoing calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 77 S tep s for using the Recent Calls list T o 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 nu mbers. 2. Select the number you want A vaya IP [...]

  • Page 78

    Chapter 7: Avaya IP Agent basic operat ions 78 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Menu bar The following is a list of menus and men u items available for the Phone Directory window: File ● New - This item displays the Propertie s dialog and allows entry of a new cont act. ● Import - T ext File (Comma Se parated V [...]

  • Page 79

    Handling outgoing calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 79 ● Delete - Delete the selected cont act. ● Properties - View all informati on for the se lected co ntact. ● Categories - Add, delete, or modify the categories defined in the Phone Directory . ● Field Organizer - Organize the fields displa yed in the [...]

  • Page 80

    Chapter 7: Avaya IP Agent basic operat ions 80 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 ● Categories - Select this b utton to display a list of all categories defined in the Phone Directory and to filter the existing cont acts. Sele cting one of the categories in this list results in on ly those contact s assigned to that[...]

  • Page 81

    Handling outgoing calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 81 S tep s for assigning a Speed Dial number T o assign a telephone number in the Phone Directory to the S peed Dial list: 1. In the A vaya IP Agent main window , select T ools > Phone Directory . Avaya IP Agent displays the Phone Directory d ialog box. 2. 3[...]

  • Page 82

    Chapter 7: Avaya IP Agent basic operat ions 82 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Note: Note: If you want to assign this new entry to anot her function key , highligh t it and use the up and down arrow icons in the dialog b ox to move the entry to a new location in the list. 6. When you are satisfied with the function[...]

  • Page 83

    Handling outgoing calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 83 S tep s for using Abbreviated Dial T o make a call using an Abbreviated Dial button : 1. Select T ools > Phone Features . Avaya IP Agent displays the Phone Features window . 2. In the Phone Features dialog box, select the Abbreviated Dial button asso ciat[...]

  • Page 84

    Chapter 7: Avaya IP Agent basic operat ions 84 Avaya IP Agent In stallation an d User Guide for Citrix June 2007[...]

  • Page 85

    Avaya IP Agent Installation and User Guide for Citr ix June 2007 85 Chapter 8: Using a Public Directory with A vaya IP Agent This section provides information and proce dures for the Search Public Directory feature of Avaya IP Agent. This feature provides access to corporate or p ublic directo ry services which enable you to query those services by[...]

  • Page 86

    Chapter 8: Using a Public Directory with Avay a IP Agent 86 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 2. From the menu bar of the Search Pu blic Directory window , select File > Add Public Directory . Avaya IP Agent displays the Direct ory Properties window . 3. In the following fields, enter the necessary info rmation: ?[...]

  • Page 87

    Searching a Publ ic Directory Avaya IP Agent Installation and User Guide for Citr ix June 2007 87 Searching a Public Directory After a Public Directory service has been define d, a search against that dat abase can now be performed. If a Public Directory service has not be en defined, see Defining a Public Directory service on page 85. S tep s for [...]

  • Page 88

    Chapter 8: Using a Public Directory with Avay a IP Agent 88 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 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 previo usly to t he Public Directory service, you must first run a query with th e de[...]

  • Page 89

    Searching a Publ ic Directory Avaya IP Agent Installation and User Guide for Citr ix June 2007 89 Tip : Tip: Y ou can use an asterisk as a wild card for a string. For example, entering the string, j*n , returns all names beg inning with a J and ending with an N with one or more characters in between. This could include entries such as J oh n , but [...]

  • Page 90

    Chapter 8: Using a Public Directory with Avay a IP Agent 90 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Selecting the fields to display and the order Avaya IP Agent allows you to select which fields from the Public Directo ry service will be displayed in the Search Public Directory window . S tep s for displaying Public Direct[...]

  • Page 91

    Identifying multiple te lephone number f ields Avaya IP Agent Installation and User Guide for Citr ix June 2007 91 4. After the necessary fields have been hig hlighted, select the right arrow button ( > ) to move the selected fields to the Sh ow fields in this order list box. The left arrow button ( < ) will remove the hig hlighted field from[...]

  • Page 92

    Chapter 8: Using a Public Directory with Avay a IP Agent 92 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 2. From the Search Public Di rectory window menu bar , select Edit > Select Phone Numbers. .. . Avaya IP Agent displays the Select Phone Numbers window . 3. In the A vailable Fields list box, highlight th e field you want[...]

  • Page 93

    Deleting a Public Directory service Avaya IP Agent Installation and User Guide for Citr ix June 2007 93 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 it s name. 4. Once again, click the Directory Men u button. Avay[...]

  • Page 94

    Chapter 8: Using a Public Directory with Avay a IP Agent 94 Avaya IP Agent In stallation an d User Guide for Citrix June 2007[...]

  • Page 95

    Avaya IP Agent Installation and User Guide for Citr ix June 2007 95 Chapter 9: Screen pop s Screen pops are used to start a n application or in terface 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: ● S tarting an application so that th e agent can ent[...]

  • Page 96

    Chapter 9: Screen pops 96 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 ● User-to-User Information (UUI) is a uniq ue identifier that is added to an incoming call through an external application, such as A vaya ASAI. T o pass UUI, t he Avaya communication server must have the Display UUI Information featu re enabled. Additiona[...]

  • Page 97

    Creating a Windows application screen pop Avaya IP Agent Installation and User Guide for Citr ix June 2007 97 5. Select the Next button. Avaya IP Agent displays the Screen Pop s - T rigger wind ow .[...]

  • Page 98

    Chapter 9: Screen pops 98 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 6. Select the appropriate call condition from the following table: 7. If you want the screen pop to st art when an incoming call appears on a specific VDN: a. Place a check mark in the Pop the s creen only when the VDN is check box. b. In the associated fiel[...]

  • Page 99

    Creating a Windows application screen pop Avaya IP Agent Installation and User Guide for Citr ix June 2007 99 8. Select the Next button. Avaya IP Agent displays the Screen Pop - Actio n window . 9. In the field provided, enter one of the following items: ● A Uniform Resource Locator (URL) address - This refers to a W eb page. T his could also inc[...]

  • Page 100

    Chapter 9: Screen pops 100 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● St art T ime (%s) - Passes the time when the telephone call was received by A vaya IP Agent ● Date (%d) - Passes the current date when the telephone call is received by Av aya IP Agent Y ou may also specify these parameters manually within the URL addre[...]

  • Page 101

    Creating a DDE screen pop Avaya IP Agent Installation and User Guide for Cit rix June 2007 101 Creating a DDE screen pop This section provides the procedure for st arting a DDE screen pop when A vaya IP Agent receives an incoming call or when an outgoin g call is made. S tep s for creating a DDE screen pop T o create a DDE screen pop: 1. From the m[...]

  • Page 102

    Chapter 9: Screen pops 102 Avaya IP Agent Installation and User Guide for Citrix June 2007 5. Select the appropriate call condition from the following table: 6. If you want the screen pop to st art when an incoming calls appears on a specific VDN: a. Place a check mark in the Pop the s creen only when the VDN is check box. b. In the associated fiel[...]

  • Page 103

    Creating a DDE screen pop Avaya IP Agent Installation and User Guide for Cit rix June 2007 103 7. Select the Next button. Avaya IP Agent displays the Action wind ow . 8. In the Action window , enter the necessary DDE information for the following fields: ● Service - A string expression that identifie s an application or DDE server that can partic[...]

  • Page 104

    Chapter 9: Screen pops 104 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Caller Name (%n) - Passes the name of the other p arty on the call, if available ● Caller Number (%m) - Passes the telephone number of the other party on the call, if available ● Prompted Digit s (%p) - Passes the digit s the caller selected wh ile be[...]

  • Page 105

    Setting the active scr een pop Avaya IP Agent Installation and User Guide for Cit rix June 2007 105 14. Select the Finish button. Avaya IP Agent saves this screen pop and displays it in the Screen Pop s window . Setting the active screen pop This section provides the procedure for specifyi ng which screen po p will be set as the one used for incomi[...]

  • Page 106

    Chapter 9: Screen pops 106 Avaya IP Agent Installation and User Guide for Citrix June 2007 Modifying a screen pop This section provides the procedure for modify ing a screen pop that has already been created . S tep s for modifying a screen pop T o modify a screen pop: 1. From the Avaya IP Agen t main window menu bar , select T ools > Screen Pop[...]

  • Page 107

    Deleting a screen pop Avaya IP Agent Installation and User Guide for Cit rix June 2007 107 Deleting a screen pop This section provides the procedure for de leting a screen pop from A vaya IP Agent. Note: Note: Deletion of a screen pop canno t be undone. S tep s for deleting a screen pop T o delete a screen pop: 1. From the Avaya IP Agen t main wind[...]

  • Page 108

    Chapter 9: Screen pops 108 Avaya IP Agent Installation and User Guide for Citrix June 2007[...]

  • Page 109

    Avaya IP Agent Installation and User Guide for Cit rix June 2007 109 Chapter 10: Dialog Reference This section provides descriptions of the graphical interfaces used in Avaya IP Agent and their basic functionality . Only those in terfaces not described through other sections of this document are described here. This section contain s the following [...]

  • Page 110

    Chapter 10: Dialog Reference 110 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Edit menu on page 1 1 1 ● Call menu on page 1 12 ● Vie w m e nu on page 1 13 ● Agent menu on p age 1 14 ● T ools menu on pag e 1 15 ● Audio menu on page 1 16 ● Help menu on page 1 17 File menu The following items are availab le on the Fi[...]

  • Page 111

    Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 111 Note: Note: When exporting and imp orting settings, most name changes to feature s in the Phone Features or Personal Phone Features windows are made on a pe r extension basis. T o ensure that name changes are made for all extensions, right-click on the featur[...]

  • Page 112

    Chapter 10: Dialog Reference 112 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Paste - Retrieves the last item placed on the Windows clipboard from any Wind ows application such as Notep ad or Wor d and places it in the Number field. Call menu The Call menu is available only when a call is made or re ceived. The following item[...]

  • Page 113

    Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 113 ● Conference - Adds other pa rties to a call. There are two different types of conferen ces available. The following types of call conferenci ng are available with Avaya IP Agent: - Basic Conference - Select Conference which displays another call appearance[...]

  • Page 114

    Chapter 10: Dialog Reference 114 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● T oolbars > Dial Number - Enablin g this item displays the Dial Number toolbar , which provides a field for entering digits. It also cont ains the buttons used to access the Call History feature, the Phone Directory feature, the Dial Pad , and th[...]

  • Page 115

    Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 115 ● Agent Logout - This item enables you t o log out so that calls are not routed to this extension. ● Auto-In Mode - This is an Automatic Call Distribution (ACD) work mode. Agent s in the Auto-In mode are available to receive n ew calls upon completion of [...]

  • Page 116

    Chapter 10: Dialog Reference 116 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Search Public Directory - Selecting this item displa ys the Search Public Directory window , which allows you to search Lightweight Directory Access Protocol (LDAP) servers by any field defined in the public directory . See Using a Public Directory [...]

  • Page 117

    Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 117 Help menu The following items are availab le on the Help menu: ● Content s - Selecting this item displays the t able of content s for Avaya IP Agent online help. ● About A vaya IP Agent - Selecting this item displ ays the About dialog box which provides p[...]

  • Page 118

    Chapter 10: Dialog Reference 118 Avaya IP Agent Installation and User Guide for Citrix June 2007 T o move a toolbar: 1. Move the mouse pointer on the far-left side of the toolba r until the mouse pointer changes its appearance to the resizing icon. 2. Click and hold the lef t mouse button. 3. Drag the toolbar to the necessary location. The toolbar [...]

  • Page 119

    Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 119 ● S peed-dial drop-down list ● Call History window ● Recent call drop-down list ● Search Public Directory window Agent toolbar The Agent toolbar provides buttons for agent login and logout, as we ll as agent work modes for Avaya communication servers [...]

  • Page 120

    Chapter 10: Dialog Reference 120 Avaya IP Agent Installation and User Guide for Citrix June 2007 Headset toolbar The Headset toolbar contains a bu tton used to toggle the headset or handset on and of f hook. Note: Note: If this st ation has been set as a 606A1 phone type on the A vaya communica tion server , this button may not function properly in[...]

  • Page 121

    Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 121 Agent Information Pan el Avaya IP Agent displays the Agent Information Panel when agent status information is availa ble and no calls are currently active. If yo u are logged in as an agent, the st atus information also includes the current agent work mode. P[...]

  • Page 122

    Chapter 10: Dialog Reference 122 Avaya IP Agent Installation and User Guide for Citrix June 2007 Call handling with th e System T ray icon The Ava ya IP Agent System T ray icon can also be used to access common telephone functionality , such as placing a call on Hold. T o use the capability , you must be on a call when you right-click the System T [...]

  • Page 123

    Avaya IP Agent o ption dialogs Avaya IP Agent Installation and User Guide for Cit rix June 2007 123 ● Call Handling panel on p age 125 ● Call History panel on p age 126 ● Call Information Display panel on p age 127 ● User Interfac e Options panel on pa ge 128 ● External Number Forma t panel on page 129 ● Event Logging p anel on page 13 [...]

  • Page 124

    Chapter 10: Dialog Reference 124 Avaya IP Agent Installation and User Guide for Citrix June 2007 ACD Agent p anel The ACD Agent pa nel contains the following items: ● Configure program for EAS agent support - When this check box is enabled, A vaya IP Agent supports the Expert Agent Selecti on (EAS) feature for A vaya communication servers. Otherw[...]

  • Page 125

    Avaya IP Agent o ption dialogs Avaya IP Agent Installation and User Guide for Cit rix June 2007 125 Call Handling p anel The Call Handling p anel contains the following items: ● Call T ransfer - Use Basic T ransfer - Selecting this option set s the default transfer mode to the basic method. ● Call T ransfer - Use Unsupervised T ransfer - Select[...]

  • Page 126

    Chapter 10: Dialog Reference 126 Avaya IP Agent Installation and User Guide for Citrix June 2007 Call History p anel The Call History pane l contains the following items: ● Log incoming calls - When this check box is enabled, Avaya IP Agent makes a record of all calls received at this statio n in the Call History log. ● Log outgoing calls - Whe[...]

  • Page 127

    Avaya IP Agent o ption dialogs Avaya IP Agent Installation and User Guide for Cit rix June 2007 127 Call Information Display p anel The Call Information Display p anel cont ains the following items: ● Display call information on the title bar during a ca ll - When this check box is enabled, Avaya IP Agent displays information about t he active ca[...]

  • Page 128

    Chapter 10: Dialog Reference 128 Avaya IP Agent Installation and User Guide for Citrix June 2007 User Interface Options p anel The User Interface Options p anel contains the followin g items: ● Always display the main window on top - When this check box is enabled, A vaya IP Agent always appears in the foreground of your Windows desktop, in front[...]

  • Page 129

    Avaya IP Agent o ption dialogs Avaya IP Agent Installation and User Guide for Cit rix June 2007 129 External Number Format p anel Note: Note: The first three controls in th is panel are automatically disa bled if you have set your dialing properties for the United S t ates. The controls are o nly available for those countries out side of the United[...]

  • Page 130

    Chapter 10: Dialog Reference 130 Avaya IP Agent Installation and User Guide for Citrix June 2007 Event Logging p anel The Event Logging p anel contains the following ite ms: ● Enable logging for IP Agent - When this check box is enabled, a ll associated program activity is recorded. A vaya support personnel use this information to det ermine the [...]

  • Page 131

    Avaya IP Agent o ption dialogs Avaya IP Agent Installation and User Guide for Cit rix June 2007 131 V oice Message Number p anel The options on this dialog determine wh at acti on is taken when you click the voice message icon in the System T ray . Note: Note: This icon is displayed on ly when vo ice messages exist for an extension. The V oice Mess[...]

  • Page 132

    Chapter 10: Dialog Reference 132 Avaya IP Agent Installation and User Guide for Citrix June 2007 Feature Access p anel ! Import ant: Important: In order for the Disable Modification feature to function properly , an administrative p assword must be set through the Set Password button. If a password is not set, the Disable Modifica tion check box ca[...]

  • Page 133

    Login Settings dialog box Avaya IP Agent Installation and User Guide for Cit rix June 2007 133 Note: Note: The Event Logging panel is always available , even if you have restricted access to all features. In this manner , agent s can activate logging without administrator intervention. Y ou should need to record event logs only if they are reque st[...]

  • Page 134

    Chapter 10: Dialog Reference 134 Avaya IP Agent Installation and User Guide for Citrix June 2007 Login t ab The Login t ab of the Login Settings dialog box cont ains the following controls: ● Extension - The extension number used in conju nction with Avaya IP Agent. ● Password - The numeric p assword associated with the specified extension numb[...]

  • Page 135

    Login Settings dialog box Avaya IP Agent Installation and User Guide for Cit rix June 2007 135 Call Server t ab The Server t ab of the Login Settings dialog box cont ains the following controls: ● Primary Server Address - This field contain s the domain name or IP address of the Avaya communication server that this extension will connect to. ● [...]

  • Page 136

    Chapter 10: Dialog Reference 136 Avaya IP Agent Installation and User Guide for Citrix June 2007 Audio t ab The Audio tab of the Login Settings dialog box cont ains the following controls: ● Road W arrior (V oice ov er IP) - This field is not supported for the Windows T erminal Services edition of A vaya IP Agent. ● Bandwid th Setting - This fi[...]

  • Page 137

    Login Settings dialog box Avaya IP Agent Installation and User Guide for Cit rix June 2007 137 Emergency t ab The Emergency ta b of the Login Settings dialog box cont ains the following controls: ● Enable Emergency Call Handling feature - W hen this check box is enabled, A vaya IP Agent notifies the Av aya communication server that this end point[...]

  • Page 138

    Chapter 10: Dialog Reference 138 Avaya IP Agent Installation and User Guide for Citrix June 2007 Advanced t ab The Advanced ta b of the Login Settings dialog box cont ains the following controls: ● Choose from the following port range to commu nicate with the server - When this check box is enabled, A vaya iClarity IP Audio wi ll use the port ran[...]

  • Page 139

    Login Settings dialog box Avaya IP Agent Installation and User Guide for Cit rix June 2007 139 Prior to administering the audio po rt range values, you must set the IP network re gion with which the endpoint will be a ssociated. See the documentation for your A vaya communica tion server for information on network regions. It is important that t he[...]

  • Page 140

    Chapter 10: Dialog Reference 140 Avaya IP Agent Installation and User Guide for Citrix June 2007 V olume and Ringer Settings dialog box The V olume and Rin ger Settings dialog box contains the following app licable items: Ringer ● Vo l u m e - Use this slider to adjust the volume of the sound that is played throug h your speakers or headset that [...]

  • Page 141

    Avaya IP Agent Installation and User Guide for Cit rix June 2007 141 Appendix A: Shortcut keys This section contain s quick referenc e information for shortcut keys. Shortcut keys refer to key combinations that you can use to invoke a particular command. For example, to place a call on hold, you can press Ctrl + H . Some of the most commonly used s[...]

  • Page 142

    Appendix A: Shortcut keys 142 Avaya IP Agent Installation and User Guide for Citrix June 2007 Agent features A vaya IP Agent features T o... Press... Log in Ctrl + Ins Log out Ctrl + Del Change to After Call W ork (ACW) mode Ctrl + W Change to Auxiliary W ork (AUX) mode Ctrl + A Change Available m ode assignment to a utomatic (Auto-In) Ctrl + I Cha[...]

  • Page 143

    Shortcut key functions Avaya IP Agent Installation and User Guide for Cit rix June 2007 143 Windows features Exit A vaya IP Agent or close the current active window Alt + F4 View the Properties o f the selected item in the Search Public Directory , Screen Pop s , or Phone Directory windows. Alt + Enter T o... Press... T o... Press... Alternate betw[...]

  • Page 144

    Appendix A: Shortcut keys 144 Avaya IP Agent Installation and User Guide for Citrix June 2007[...]

  • Page 145

    Avaya IP Agent Installation and User Guide for Cit rix June 2007 145 Appendix B: Language support This section contain s quick reference information for supported languag es. Untranslated component s The following A vaya IP Agent compone nts are provided o nly in English: ● Installation ● Event log ● Avaya IP Agent internal files ● Shortcut[...]

  • Page 146

    Appendix B: Language support 146 Avaya IP Agent Installation and User Guide for Citrix June 2007 The English version of A vaya IP Agent can be installed o n supported operating systems using the languages specified above. Ot her language ve rsions of A vaya IP Agent can be inst alled only on supported operating systems using that language. For exam[...]

  • Page 147

    Avaya IP Agent Installation and User Guide for Cit rix June 2007 147 Appendix C: T roubleshooting This section contain s information used for troubleshooting pro blems with Avaya IP Agent. It is divided into the following topic areas so that it is easy for you to locate the information that yo u need: ● Diagnostic log files on p age 147 ● Login[...]

  • Page 148

    Appendix C: Troubleshootin g 148 Avaya IP Agent Installation and User Guide for Citrix June 2007 Login This section lists those problems associate d with registering with the A vaya communication server and logging in as an agent. Problem What to do Cannot register with the A vaya communication server . Check for a valid configuration: ● Avaya IP[...]

  • Page 149

    Login Avaya IP Agent Installation and User Guide for Cit rix June 2007 149 The agent does not seem to be logged in because all of the ic ons are still disabled. V erify the following configuration items: ● On the A vaya communication server , verify that the st ation has the following work mode features assigned to buttons. If these buttons are n[...]

  • Page 150

    Appendix C: Troubleshootin g 150 Avaya IP Agent Installation and User Guide for Citrix June 2007 Making and receiving calls This section lists problems that are associat e d with placing outgoing calls and receiving incoming ACD calls through A vaya IP Agent. Problem What to do Agents can not place calls. ● Ensure that the agent is logged in. ●[...]

  • Page 151

    Making a nd receivi ng calls Avaya IP Agent Installation and User Guide for Cit rix June 2007 151 Picking up the handset does not automatically answer the incoming call displayed in the A vaya IP Agent win dow . ● Ensure that the Service Link Mode: for the st ation is set to as-needed . ● Ensure that the Enable support fo r auto-answer option i[...]

  • Page 152

    Appendix C: Troubleshootin g 152 Avaya IP Agent Installation and User Guide for Citrix June 2007 Other This section lists general pro blems that one might encounter with A vaya IP Agent. Problem What to do Collected digit information is not displayed. ● Y ou must have a callr-info button assigned for non-Callmaster telephones so that collected di[...]

  • Page 153

    Other Avaya IP Agent Installation and User Guide for Cit rix June 2007 153 Avaya IP Agent is reacting slowly . The Event Logging feature of Avaya IP Agent can inhibit product performance. If you are not working with A vaya support personnel to solve a problem with Avaya IP Agent, this feature should be disabled. The settings for one A vaya IP Agent[...]

  • Page 154

    Appendix C: Troubleshootin g 154 Avaya IP Agent Installation and User Guide for Citrix June 2007 Alternative solution possibilities If the information in this section did not solve y our problem, it is possible that areas other than Avaya IP Agent are at fault. Y ou can inve stigate the following areas for solutions: ● Firewall configurations ●[...]

  • Page 155

    Avaya IP Agent Installation and User Guide for Cit rix June 2007 155 Glossary Abbreviated Dial Feature Allows the agent to store telephone numbers, that the agent select s, for quicker and easier dialing by selecting a single button. Each number can be a comple te or partial teleph one number , an extension number , or a trunk or feature code. ACD [...]

  • Page 156

    Assist 156 Avaya IP Agent Installation and User Guide for Citrix June 2007 Assist Allows an agent to request a ssistance (whether on an active ACD call or not) from the split or skill supervisor by pres sing the Assist bu tton or by putting the call on hold and dialing the Assist feature access code, f ollowed by the split group number . The agent [...]

  • Page 157

    DDE Avaya IP Agent Installation and User Guide for Cit rix June 2007 157 Basic Conference A mode of joining multiple p arties to the same call. Up to five parties can b e added, for a tot al of six on a call. The agent se lects Conference, dials the number through the keybo ard, talks to the p arty , and selects Con ference again. See also Enhanced[...]

  • Page 158

    DEFINITY ECS 158 Avaya IP Agent Installation and User Guide for Citrix June 2007 DEFINITY ECS DEFINITY Enterprise Communications Server (ECS). The DEFINITY ECS is a telecommunications system that routes voice and data information b etween various endpo ints, such as teleph ones, te rminals, and computers. It provides highly robust networking ca pab[...]

  • Page 159

    Installation folder Avaya IP Agent Installation and User Guide for Cit rix June 2007 159 Enhanced Conference A feature that allows you to add up to six telephone numbers to a call. See also Basic Conference. Enhanced T ransfer A transfer option that sends the present ca ll to another phone number or extension. See also Basic T ransfer and Unsupervi[...]

  • Page 160

    Internet Protocol address (IP add ress) 160 Avaya IP Agent Installation and User Guide for Citrix June 2007 Internet Protocol address (IP address) A unique, 32-bit (4-byte) number that identifies a compute r on a TCP/IP network and is used in t he transmission and delivery of dat a packet s. An IP address is represented in four , 8-bit (1 byte) val[...]

  • Page 161

    Station Log in Avaya IP Agent Installation and User Guide for Cit rix June 2007 161 On-Hook The voice path to your telephone is inactive. Phone display A 40-character display that is located in the st atus bar of the A vaya IP Agent main window . This display area receiv es information from the Avaya communication server so that you can see call an[...]

  • Page 162

    Switch 162 Avaya IP Agent Installation and User Guide for Citrix June 2007 Switch A private call-handling system pro viding voice-only or voice and data communications services, inclu ding access to public and private ne tworks, for a group of terminals within a premises. See also Communicat ion server . System T ray The area of the Windows ta sk b[...]

  • Page 163

    Zip Tone Avaya IP Agent Installation and User Guide for Cit rix June 2007 163 V oice-over-Internet Protocol (V oIP) A technology where speech is converted to a digit al signal and transmitted through Internet Protocol p ackets over the Interne t or an intranet. Vu S ta ts An Avaya communication server feature th at displays contact center activity [...]

  • Page 164

    Zip Tone 164 Avaya IP Agent Installation and User Guide for Citrix June 2007[...]

  • Page 165

    Avaya IP Agent Installation and User Guide for Cit rix June 2007 165 Index Index A abbreviated dialing . . . . . . . . . . . . . . . . . 82 ACD Agent settings . . . . . . . . . . . . . . . . 124 ACW work mode . . . . . . . . . . . . . . . . . . 61 agent login (EAS) . . . . . . . . . . . . . . . . . . . 49 login (non-EAS) . . . . . . . . . . . . . .[...]

  • Page 166

    166 Avaya IP Agent Installation and User Guide for Citrix June 2007 Index Avaya communication server, overview . . . . . 19 Feature Access Codes . . . . . . . . . . . . . 21 Road Warrior and Telecommuter . . . . . . . . 24 CPU requirements . . . . . . . . . . . . . . . . . 30 D Dial Number toolba r . . . . . . . . . . . . . . . . 11 8 Dialog Refere[...]

  • Page 167

    Avaya IP Agent Installation and User Guide for Cit rix June 2007 167 Index Phone Directory . . . . . . . . . . . . . . . . 80 Public Directory . . . . . . . . . . . . . . . . . 87 recent calls list . . . . . . . . . . . . . . . . . 76 speed dial list . . . . . . . . . . . . . . . . . . 80 P Phone Buttons tool bar . . . . . . . . . . . . . . . 11 8 [...]

  • Page 168

    168 Avaya IP Agent Installation and User Guide for Citrix June 2007 Index login . . . . . . . . . . . . . . . . . . . . . . 148 other . . . . . . . . . . . . . . . . . . . . . . 152 registering with server . . . . . . . . . . . . . . 148 U Unsupervised Transfer . . . . . . . . . . . . . . . 68 User Interface Options . . . . . . . . . . . . . . . 12[...]