Page 1 Avaya IP Agent Release 7.0 Installation and User Guide for Citrix Release 7.0 June 2007...
Page 2 Avaya support agreement to establish the terms of the limited warranty. In addition, Avaya’s Avaya provides a telephone number for you to use to report problems or to ask standard warranty language, as well as information regarding support for this questions about your product.
Page 3: Table Of Contents
Chapter 1: Introduction ........What is Avaya IP Agent for Citrix? ......
Page 4 Steps ......... . . Exiting Avaya IP Agent ........
Page 5 Steps ......... . . Chapter 7: Avaya IP Agent basic operations ......
Page 6 Steps for using Abbreviated Dial ......Chapter 8: Using a Public Directory with Avaya IP Agent ....
Page 7 Call handling with the System Tray icon ..... . Avaya IP Agent option dialogs .......
Page 8 Agent features ........Avaya IP Agent features ....... .
Page 9: Preface
This document, Avaya IP Agent Installation and User Guide for Citrix, includes information that you need to know in order to install and use Avaya IP Agent for Citrix Release 7 (IP Agent R7). It also provides information on IP Agent for Citrix R7 features, basic operation, and administrative tasks.
Page 10: Related Documents
Preface Related documents The following documents can help you configure your Avaya communication server for use with Avaya IP Agent R7: Administrator’s Guide for Avaya MultiVantage Software ● Administrator Guide for Avaya Communication Manager ● IP Agent R7 Installation and User Guide...
Page 11: Chapter 1: Introduction
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.
Page 12 ● 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.
Page 13 - 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.
Page 14: Telecommuter Configuration
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.
Page 15: Supported Telephone Types
Compatible telephone types for Avaya IP Agent Supported telephone types Note: When you change telephone types for a station, you must restart Avaya IP Agent Note: for the change to take effect. The following table provides the telephone types that are available on the Avaya communication...
Page 16: Recommended Telephone Types
Expansion module available ● Recommended telephone types While Avaya IP Agent supports all of the telephone types listed in the previous table for the Telecommuter configurations, the following types provide the most buttons and features, and an 80-character display: 606A1 ●...
Page 17 Network compatibility The VPN solution provided by Avaya iClarity IP Audio only supports VPNs that use one-to-one IP address substitution. VPNs that use many-to-one IP address substitution cannot be used with Avaya IP Agent. Avaya IP Agent Installation and User Guide for Citrix...
Page 18 Chapter 1: Introduction Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 19: Chapter 2: Configuring The Avaya Communication Server
DEFINITY Enterprise Communication Server (ECS) R10 ● DEFINITY Business Communications Server (BCS) and Guestworks R10 ● Before agents can receive calls with Avaya IP Agent, the Avaya communication server must be configured to support extension assignments, IP connectivity, telephone types, and other settings. Important:...
Page 20: C-Lan Circuit Pack
PPP connectivity over analog facilities. Multiple C-LAN circuit packs can be added to a system to increase TCP/IP capacity. This circuit pack provides data signaling over TCP/IP for Avaya IP Agent. It is used for configurations where a data connection is made to the Avaya communication server. The voice path does not use this circuit pack.
Page 21: Documentation
● Before you begin Feature Access Codes cannot be entered unless the fac capability is assigned in the dial plan. To change settings on the Avaya communication server, you must have a user ID with the proper administrative permissions. Important:...
Page 22: Telecommuter Configurations
The Feature Access Codes shown in the graphic are only an example and do not Note: need to be configured as such on your Avaya communication server. You are free to determine your own Feature Access Codes. 5. Administer the Feature Access Codes for Login and Logout as well as any other FACs that you want available for your agents.
Page 23: Ensuring Compatibility
Telecommuter configurations Ensuring compatibility In this procedure, you set features on your Avaya communication server so that Avaya IP Agent can be used in your call center. Before you begin The settings for IP connections can be enabled only if your Avaya communication server supports use of Internet Protocol (IP) for calls.
Page 24: Configuring Station Settings
3. Ensure that the Maximum Concurrently Registered IP Stations field is set to a number greater than zero. This number represents the total number of IP stations that can be connected to the Avaya communication server at one time. IP stations can consist of Avaya IP Agent, Avaya IP Softphone, and IP telephone sets.
Page 25: Before You Begin
The Avaya communication server displays the change station form for the specified station. 3. In the Type field, enter the type of telephone that Avaya IP Agent will emulate. Avaya recommends using one of the following telephone types because of the number of...
Page 26 5. Enter a number in the Security Code field that will be used as a password during the extension login to the Avaya communication server. If a security code is not entered, this station cannot log in to the Avaya communication server.
Page 27 11. If the Auto Answer field is set to All or ACD on the station or agent form, you must enable the Enable support for auto-answer feature in the Avaya IP Agent Program Options and then reboot. You can find this option under Tools > Program Options in the Avaya IP Agent main window.
Page 28 Avaya IP Agent Drop feature. When this station is connected to the Avaya communication server, the assigned button functions are displayed in the Avaya IP Agent Phone Features window.
Page 29: Chapter 3: Installing Avaya Ip Agent
Call centers that use Windows Terminal Services, Citrix MetaFrame XP, or Citrix Presentation Server can implement Avaya IP Agent to provide agents with enhanced call features and a computer telephone interface to their extension. Avaya IP Agent can be used only in the Telecommuter mode in this environment.
Page 30: Avaya Communication Server
Agent to run properly. Hard disk space Avaya IP Agent requires a minimum of 30 MB per user installation. Avaya IP Agent can require more hard disk space, depending on the amount of data stored for the phone directory, call history, and screen pops.
Page 31: Ram
Networking The desktop workstation must have one network (non-dialup) connection and one telephone connection (DCP or analog). Peripherals The following peripheral is required for installation and use of Avaya IP Agent: Mouse or compatible pointing device ● Note: If you are using the minimum hardware requirements for Windows Terminal...
Page 32: Installing Avaya Ip Agent
Read the readme.txt file in the Avaya IP Agent software download package for any ● last-minute information. If you are upgrading Avaya IP Agent, ensure that you have obtained new licenses for this ● version on your DEFINITY, MultiVantage, or Communication Manager system. If you have not done so or are unsure if you have done so, contact your Avaya representative for assistance.
Page 33 Installing Avaya IP Agent 7. If you want to install Avaya IP Agent in a folder other than the default, click the Browse button in the Destination Folder dialog box and select a new location. 8. When you are satisfied with the folder in which Avaya IP Agent will be installed, select the Next button.
Page 34: Reinstalling Avaya Ip Agent
You can uninstall Avaya IP Agent using the Windows Add/Remove Programs feature. Read-only folders that are shared with other applications are not removed. If you have added any files or directories to the Avaya IP Agent installation directory, those files will not be removed.
Page 35: Steps For Uninstalling Avaya Ip Agent
3. In the Currently installed programs list box, highlight Avaya IP Agent. 4. Select the Change/Remove button. InstallShield displays a message box asking you to confirm that Avaya IP Agent should be removed. 5. Select the Yes button to start the uninstall process.
Page 36 Chapter 3: Installing Avaya IP Agent Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 37: Chapter 4: Avaya Ip Agent Enhanced Configuration Options
Avaya Inc. is not responsible or liable for any damages resulting from misplaced emergency calls made from an Avaya endpoint. Your use of this product indicates that you have read this advisory and agree to use an alternative telephone to dial all emergency calls from remote locations.
Page 38: Administering The Avaya Communication Server For Emergency Call Handling
See the documentation for your Avaya communication server for information on configuring the Emergency Call Handling feature. Administering Avaya IP Agent for Emergency Call Handling This section provides the procedure for configuring Avaya IP Agent to use the Emergency Call Handling Service. Before you begin...
Page 39 3. Select the Emergency tab. 4. Place a check mark in the Enable emergency call handling feature check box. 5. Select the location that will be sent through the Avaya communication server for calls placed to emergency services: Your extension number XXXXXXX - Select this option button if you want your ●...
Page 40: Configuring Alternate Gatekeeper On Avaya Communication Servers
When Avaya IP Agent registers with an Avaya communication server, a C-LAN circuit pack IP address is sent to the IP Endpoint. If registration is successful, the Avaya communication server sends back the IP addresses of all C-LAN circuit packs defined in the same network region.
Page 41: Load Balancing Documentation
Important: circuit packs are available when one pack loses connectivity. Without proper region assignments for your C-LAN circuit packs, Avaya IP Agent could attempt to connect to a C-LAN circuit pack that has not been properly configured or is not intended for use with Avaya IP Agent.
Page 42 Chapter 4: Avaya IP Agent enhanced configuration options Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 43: Chapter 5: Starting And Stopping Avaya Ip Agent
Chapter 5: Starting and Stopping Avaya IP Agent This chapter explains how to begin using Avaya IP Agent. It contains the following sections: Starting Avaya IP Agent on page 43 ● Initializing IP Endpoint configurations on page 44 ● Registering with the Avaya communication server on page 47 ●...
Page 44: Initializing Ip Endpoint Configurations
Chapter 5: Starting and Stopping Avaya IP Agent Initializing IP Endpoint configurations If you have performed a new installation of Avaya IP Agent for an IP Endpoint configuration, the Configuration Wizard is displayed when you first start Avaya IP Agent. The Configuration Wizard prompts you to enter the necessary configuration information for registering with an Avaya communication server.
Page 45 6. Select the Next button. Avaya IP Agent displays the next window of the Configuration Wizard. 7. In the Primary Server Address field, enter the domain name or IP address of the Avaya communication server C-LAN circuit pack that will be used for connections.
Page 46 If you select the I Disagree button, the Configuration Wizard will exit or, for Windows Terminal Services, return to a previous Configuration Wizard window. After you select I Agree, Avaya IP Agent displays the next window of the Configuration Wizard.
Page 47: Registering With The Avaya Communication Server
This section provides the procedure for registering with an Avaya communication server. This must be done so that you can use Avaya IP Agent for placing and answering calls in an IP Endpoint configuration. Before you begin...
Page 48: Setting Default Registration Information
Steps for registering with an Avaya communication server To register with the Avaya communication server: 1. When you start Avaya IP Agent, the Login window is displayed. If this window is not displayed, select File > Station Login from the Avaya IP Agent main window.
Page 49: Logging In As An Agent (Eas)
After registering with the Avaya communication server, you can, as an extension, receive calls through Avaya IP Agent. However, to receive calls from a skill, you need to log in as an agent of that skill. This section provides the procedure for logging in to Avaya IP Agent as an agent. This procedure is for logging in to Avaya communication servers that use the Expert Agent Selection (EAS) feature.
Page 50: Logging In As An Agent (Non-Eas)
Agent Selection (EAS) feature. Before you begin In order for an agent to be able to log in to a split, Avaya IP Agent must be configured to support a non-EAS Avaya communication server. To change the Avaya IP Agent configuration: 1.
Page 51: Logging Out Of Avaya Ip Agent
If the Avaya communication server has been configured to require logout reason codes, Avaya IP Agent displays a prompt in the status bar for entry of the reason code. 2. Enter your logout reason code through the keyboard or the Dial Pad.
Page 52: Exiting Avaya Ip Agent
To exit Avaya IP Agent and log out of the Avaya communication server: 1. After you have logged out as an agent, select File > Exit from the main window. The Avaya IP Agent main window closes and your extension is logged out of the Avaya communication server.
Page 53: Autoanswer Interface
This interface uses the least amount of space, and is intended for agents using the Auto-In and Auto-answer features. Call-handling buttons, such as Transfer, Hold, and Release are present. Buttons for agent work modes and Avaya IP Agent features are not available in this interface.
Page 54: Avaya Ip Agent Installation And User Guide For Citrix June
Avaya IP Agent displays the selected interface. Accessing features To access Avaya IP Agent features that are not represented by a button, click the Program Menu button on the far right side of the interface. A menu containing login and logout options, work modes, online help items, and features is displayed.
Page 55: Renaming Alternate User Interfaces
Because the names of these menu items are derived from actual filenames, Note: these items will appear in English for international versions of Avaya IP Agent. To cause these menu items to appear in a specific language other than English, you must use a language-specific version of Windows and then rename the files as needed.
Page 56 Chapter 5: Starting and Stopping Avaya IP Agent Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 57: Chapter 6: Using Vustats
The VuStats window of Avaya IP Agent displays any VuStats buttons that have been assigned to the extension by the communication server administrator. Using Avaya IP Agent, you will be able to specify how long the program monitors each transmission of VuStats information before it moves to the next one.
Page 58: Viewing A Single Set Of Vustats Information In Avaya Ip Agent
Phone Display panel of the Avaya IP Agent main window. Before you begin To view VuStats information in the main window of Avaya IP Agent, you must ensure that the Phone Display panel is visible. Select the View menu from the main menu and verify that a check mark next to the Phone Display menu item is present.
Page 59: Adjusting Intervals For Monitoring Vustats
Adjusting intervals for monitoring VuStats 2. Select the VuStats information to view by double-clicking the associated entry in the Phone Features window. Avaya IP Agent displays the selected VuStats information in the Phone Display toolbar of the main window. Adjusting intervals for monitoring VuStats...
Page 60: Steps
To change the periods of time used in the VuStats Monitor window: 1. Start the VuStats Monitor. 2. Click the Refresh Rate button on the toolbar of the VuStats Monitor window. Avaya IP Agent displays a menu with the following time intervals: 10 seconds ●...
Page 61: Chapter 7: Avaya Ip Agent Basic Operations
Chapter 7: Avaya IP Agent basic operations This chapter contains information on the basic operations of Avaya IP Agent. This chapter includes the following topics: Selecting an agent work mode on page 61 ● Handling incoming calls on page 63 ●...
Page 62: Acw (After-Call Work)
● Selecting the associated work mode button on the agent toolbar - See Agent toolbar ● page 119. Selecting the work mode from the Avaya IP Agent System Tray icon - See System Tray ● icon on page 121. Selecting the work mode from the Agent menu in the main window - See Agent menu ●...
Page 63: Handling Incoming Calls
Avaya suggests that each contact center evaluate its configuration and instruct agents on the best way to answer calls with Avaya IP Agent. There are too many possible Avaya IP Agent configurations to list them in this document. The following are some suggested procedures on answering calls for different configurations.
Page 64: Telecommuter (Auto-Answer)
Agent screen. The agent is then connected to the new call. The previous call is placed on hold. Note: If an incoming call is displayed in the Avaya IP Agent main window before the Note: telephone rings, the agent must wait for the telephone set to ring before answering.
Page 65: Holding A Call
To reconnect to a call that is currently on hold, select the Reconnect button on the appropriate CIP. Alternatively, you may re-select the Hold button in the main window. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 66: Releasing A Call
2. If you have a call on hold, you must first reconnect to it before you can release the call. In the example below, you would have to reconnect to extension 1048 before you could release it. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 67: Dropping A Call
If all of your call appearances are currently in use, you can transfer a call only to an ● existing call appearance, not to a new telephone number. If you enable the Abort Transfer or Abort Conference feature on your Avaya ● communication server, Avaya IP Agent cannot transfer or conference between active call appearances.
Page 68: Steps For A Basic Transfer
Use the Unsupervised Transfer feature to transfer an active call to another extension or telephone number by entering the number of the receiving party into a dialog box. Announcement of the call to the receiving party is not available in this mode. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 69: Steps For An Unsupervised Transfer
To transfer a call using Unsupervised Transfer: 1. While you are on an active call, select Call > Transfer > Unsupervised Transfer. Avaya IP Agent displays the Unsupervised Transfer dialog box. 2. In the available field, enter the number to receive the current call.
Page 70: Conferencing Calls
The caller is automatically put on hold, a new Call Information Panel (CIP) is displayed, a dial tone is heard, and Avaya IP Agent displays a confirmation dialog box. If you need to enter digits, such as answering prompts, use the number pad on the right side of this dialog box.
Page 71: Basic Conference
2. Use the keyboard or Dial Pad to enter the number of the party you want to add to the conference call. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 72 Select the Release button associated with the party that was going to be added to the ● conference. Return to the held call by selecting the Reconnect button on the associated CIP. ● Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 73: Enhanced Conference
To add a party to a current call, perform the following steps: 1. While you are on an active call, select Call > Conference > Enhanced Conference. Avaya IP Agent displays the Enhanced Conference dialog box. One call appearance More than one call appearance...
Page 74 The current call is automatically placed on hold, a new CIP is displayed, a dial tone is heard, and Avaya IP Agent displays a confirmation dialog box. If you need to enter digits, such as answering prompts, use the number pad on the right side of this dialog box.
Page 75: Handling Outgoing Calls
Dialing Properties set that does not use an external line number for when the user is at home or traveling. The format of telephone numbers in the Phone Directory ensures that all of these configurations will work without having to change the format. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 76: Recent Calls List
Abbreviated Dial buttons or numbers dialed on active calls (pin numbers) are not included in the list. Letters that are dialed, for example, 1800GOAVAYA, are displayed in the recent calls list ● as letters, not as the associated numbers. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 77: Steps For Using The Recent Calls List
To make a call using the Recent Calls list: 1. Select the down arrow next to the Call History button. Avaya IP Agent displays a list of previously dialed and received numbers. 2. Select the number you want Avaya IP Agent to dial.
Page 78: Menu Bar
Directory with Avaya IP Agent on page Close - Selecting this item closes the Phone Directory window. ● Edit Name, Number, Email, Category - Edit the displayed information for the selected contact. ● Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 79: Toolbar
Delete - Select this button to delete the highlighted entry. ● New entry - Select this button to display the Properties dialog and enter the information ● for a new contact. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 80: Phone Directory Window Usage
Speed Dial list or by pressing function keys (F2-F8) on the keyboard. Entries in the Phone Directory can be assigned as Speed Dial numbers. A maximum of 25 telephone numbers can be assigned to the Speed Dial list. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 81: Steps For Assigning A Speed Dial Number
Steps for assigning a Speed Dial number To assign a telephone number in the Phone Directory to the Speed Dial list: 1. In the Avaya IP Agent main window, select Tools > Phone Directory. Avaya IP Agent displays the Phone Directory dialog box.
Page 82: Using A Speed Dial Number
7. In the Properties window, select the OK button to close it. Using a Speed Dial number To select a Speed Dial number: 1. Select the down arrow next to the Phone Directory button in the Avaya IP Agent main window. Avaya IP Agent displays the Speed Dial Numbers list.
Page 83: Steps For Using Abbreviated Dial
The button label for an Abbreviated Dial is a number, whereas the button label for an autodial button is the word autodial plus the number. This difference is shown in the following table: Abbreviated Dial Autodial 51008 autodial 51008 Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 84 Chapter 7: Avaya IP Agent basic operations Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 85: Chapter 8: Using A Public Directory With Avaya Ip Agent
● Defining a Public Directory service So that you can search for information on a Public Directory (LDAP) server by using Avaya IP Agent, a definition of the service must first be created and configured. Steps for defining a Public Directory service To define and configure a Public Directory service for Avaya IP Agent: 1.
Page 86 ● 5. After entering all necessary information, select the OK button. Avaya IP Agent adds this Public Directory to the list of available services and closes the Directory Properties dialog box. Avaya IP Agent Installation and User Guide for Citrix...
Page 87: Searching A Public Directory
Steps for searching a Public Directory To search a Public Directory service: 1. In the Avaya IP Agent menu bar, select Tools > Search Public Directory. Avaya IP Agent displays the Search Public Directory dialog box. 2. To select the Public Directory service to use, start by clicking the Directory Menu button.
Page 88 6. In the field to the right of the label, enter a string to search for within the selected data field and press the Enter key. Avaya IP Agent sends the query to the Public Directory service, receives the data, and displays it in the Search Public Directory window.
Page 89 This could include entries such as John, but also entries such as Joseph Brown. 7. Right-click on an entry in the set of resulting data. Avaya IP Agent displays a pop-up menu for the entry. 8. Select an action from the following table: If...
Page 90: Selecting The Fields To Display And The Order
Chapter 8: Using a Public Directory with Avaya IP Agent Selecting the fields to display and the order Avaya IP Agent allows you to select which fields from the Public Directory service will be displayed in the Search Public Directory window.
Page 91: Identifying Multiple Telephone Number Fields
Identifying multiple telephone number fields Avaya IP Agent allows you to select multiple fields to be considered as telephone numbers. For example, the Public Directory service could have several numbers assigned to an individual, such as pager, fax, voice mail, mobile telephone, home telephone, and so forth.
Page 92: Deleting A Public Directory Service
5. Select the OK button. Deleting a Public Directory service This section provides the procedure for deleting a Public Directory service from Avaya IP Agent. Steps for deleting a Public Directory service To delete a Public Directory service, perform the following steps: 1.
Page 93 Avaya IP Agent displays Directory Menu. 5. From the Directory Menu, select Remove. Avaya IP Agent deletes the active Public Directory service from Avaya IP Agent and sets the first remaining service as active. Avaya IP Agent Installation and User Guide for Citrix...
Page 94 Chapter 8: Using a Public Directory with Avaya IP Agent Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 95: Chapter 9: Screen Pops
Deleting a screen pop on page 107 ● Before you begin Read and understand the following items before administering screen pops through Avaya IP Agent: Many DDE services have distinct features. For this reason, the complete syntax for a DDE ●...
Page 96: Creating A Windows Application Screen Pop
Steps for creating an application screen pop To create a Windows screen pop: 1. From the menu bar of the Avaya IP Agent window, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. Select File > New.
Page 97 Creating a Windows application screen pop 5. Select the Next button. Avaya IP Agent displays the Screen Pops - Trigger window. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 98 Place a check mark in the Pop the screen only when the VDN is check box. b. In the associated field, enter the VDN name (up to 15 characters) that will cause this screen pop to run. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 99 Creating a Windows application screen pop 8. Select the Next button. Avaya IP Agent displays the Screen Pop - Action window. 9. In the field provided, enter one of the following items: A Uniform Resource Locator (URL) address - This refers to a Web page. This could ●...
Page 100 Chapter 9: Screen pops Start Time (%s) - Passes the time when the telephone call was received by Avaya IP ● Agent Date (%d) - Passes the current date when the telephone call is received by Avaya IP ● Agent You may also specify these parameters manually within the URL address string.
Page 101: Creating A Dde Screen Pop
Steps for creating a DDE screen pop To create a DDE screen pop: 1. From the menu bar of the Avaya IP Agent window, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. Select File > New.
Page 102 Place a check mark in the Pop the screen only when the VDN is check box. b. In the associated field, enter the VDN name (up to 15 characters) that will cause this screen pop to run. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 103 10. Enter the appropriate information in the fields for the selected option. Use the arrow button to the right of the Execute command or Data fields to specify information for Avaya IP Agent to retrieve from the telephone call and pass to the DDE conversation.
Page 104 UUI (%u) - Passes User-to-User-Information that was collected by the Avaya ● communication server from a centralized application. Start Time (%s) - Passes the time when the telephone call was received by Avaya IP ● Agent Date (%d) - Passes the current date when the telephone call is received by Avaya IP ●...
Page 105: Setting The Active Screen Pop
Setting the active screen pop 14. Select the Finish button. Avaya IP Agent saves this screen pop and displays it in the Screen Pops window. Setting the active screen pop This section provides the procedure for specifying which screen pop will be set as the one used for incoming or outgoing calls.
Page 106: Modifying A Screen Pop
101 for specific information on each window of the Screen Pops wizard. 4. When you reach the Setup Completed window, select the Finish button. Avaya IP Agent saves the changes made to the screen pop and closes the Screen Pops wizard.
Page 107: Deleting A Screen Pop
Steps for deleting a screen pop To delete a screen pop: 1. From the Avaya IP Agent main window menu bar, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. Highlight the screen pop to be deleted by clicking on it.
Page 108 Chapter 9: Screen pops Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 109: Chapter 10: Dialog Reference
The Avaya IP Agent main window provides full-function, multi-line telephony support on your Windows session. This window is also used to access all the features found in Avaya IP Agent. This section defines all of the items available in the Avaya IP Agent menus. Some menus and menu items are available only when they are valid for your current configuration.
Page 110: File Menu
Export Settings - Selecting this menu item saves the settings from this installation of ● Avaya IP Agent to a file. This file can then be re-imported to this Server user session or to another Server user session with Avaya IP Agent.
Page 111: Edit Menu
- Call Center features - Telephone button labels - Audio settings - Speed-dial settings Exit - Selecting this menu item closes Avaya IP Agent after making the necessary logouts ● for the agent and the extension. Edit menu The following items are available on the Edit menu: Cut - Removes any highlighted text in the Number field and places it on the Windows ●...
Page 112: Call Menu
6400-series telephones must have a Drop button administered on the Avaya Important: communication server in order for the Drop feature in the Avaya IP Agent window or menus to function properly. Hold - Places a call on hold until you can return to it. While the call is on hold, you can ●...
Page 113: View Menu
● available. The following types of call conferencing are available with Avaya IP Agent: - Basic Conference - Select Conference which displays another call appearance. Dial the number of the party to add to the conference through the keyboard or the Dial Pad, announce the conference to the new party, and select Conference again to add the new party.
Page 114: Agent Menu
Status Bar - Enabling this item displays the Status Bar at the bottom of the Avaya IP Agent ● main window. The Status Bar displays different types of information, such as current activity, notification of voice messages, the state of Avaya IP Agent, and tooltips.
Page 115: Tools Menu
Phone Directory - Selecting this item displays the Phone Directory window, which is ● used to store names, addresses, phone numbers, and other information. See Using the Phone Directory on page 77 for more information. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 116: Audio Menu
Settings dialog box. Through this dialog box, you can adjust the volume for your ringer or mute it. For more information, see Volume and Ringer Settings dialog box on page 140. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 117: Help Menu
Main window and menus Help menu The following items are available on the Help menu: Contents - Selecting this item displays the table of contents for Avaya IP Agent online ● help. About Avaya IP Agent - Selecting this item displays the About dialog box which provides ●...
Page 118: Phone Buttons Toolbar
This field will search for entries only in the Phone Directory. It cannot be used to search a public directory (LDAP). This toolbar also contains the following features that you can access with a single click: Dial Pad window ● Phone Directory window ● Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 119: Agent Toolbar
Phone features toolbar The Phone features toolbar can display one or more folders from the Phone Features window. When you click a button in this toolbar, Avaya IP Agent displays a list of the items contained within the associated folder.
Page 120: Headset Toolbar
This section contains descriptions and information on the areas of the main window that display information to the user. There are three different types of panels in Avaya IP Agent, which are described in the following topics: Call Information Panel on page 120 ●...
Page 121: Agent Information Panel
14 for compatible telephone types. System Tray icon The Avaya IP Agent System Tray icon is an easy way to access commonly used features and to change your agent work mode. To display the System Tray icon menu, right-click the icon.
Page 122: Call Handling With The System Tray Icon
To use the capability, you must be on a call when you right-click the System Tray icon. Avaya IP Agent option dialogs Use the Program Options dialog box to configure the many feature areas of Avaya IP Agent. Select Tools > Program Options... to display this dialog box.
Page 123: General Settings Panel
General Settings panel The General Settings panel contains the following items: Enable automatic login - When this check box is enabled, Avaya IP Agent attempts to ● register with the Avaya communication server when started. It will use the information that was last used for a successful registration with the Avaya communication server.
Page 124: Acd Agent Panel
Prompt for agent ID and password during agent login - When this check box is ● enabled, Avaya IP Agent displays a dialog box when an agent requests a login to the Avaya communication server. The dialog box prompts the agent for agent ID and password.
Page 125: Call Handling Panel
Call Conferencing - Use Enhanced Conference - Enabling this check box sets the ● default conferencing mode to the enhanced method. Otherwise, Avaya IP Agent uses the basic conferencing mode. Note: The default transfer mode in this panel is changed if you select a different transfer Note: mode from the main window.
Page 126: Call History Panel
Call History panel The Call History panel 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 station in the Call History log.
Page 127: Call Information Display Panel
Enter the size of the font to be used to display call information on Call Information ● Panel - Use this field to select the point size of the font that Avaya IP Agent uses to display call information in the Call Information Panel on the main window.
Page 128: User Interface Options Panel
User Interface Options panel The User Interface Options panel contains the following items: Always display the main window on top - When this check box is enabled, Avaya IP ● Agent always appears in the foreground of your Windows desktop, in front of all other application windows.
Page 129: External Number Format Panel
Dial plans of more than five digits are available only through MultiVantage or Communication Manager systems. When this check box is enabled, Avaya IP Agent treats a dialed number consisting of seven digits as an internal extension. Avaya IP Agent Installation and User Guide for Citrix...
Page 130: Event Logging Panel
Event Logging panel The Event Logging panel contains the following items: Enable logging for IP Agent - When this check box is enabled, all associated program ● activity is recorded. Avaya support personnel use this information to determine the cause of any problems with Avaya IP Agent.
Page 131: Voice Message Number Panel
Dial this number - Select this option and provide a telephone number or extension to dial ● in the associated field. When you click the icon, Avaya IP Agent dials the number in this field. Use Application - Select this option and provide the path and filename of an executable ●...
Page 132: Feature Access Panel
Avaya IP Agent for these restrictions to take effect. The Feature Access panel contains the following items: Feature List - Each of the Avaya IP Agent areas listed in this box can be protected from ● modifications. To select a feature area, click on the feature in this list.
Page 133: Login Settings Dialog Box
Use the Login Settings dialog box to specify the necessary data for the Telecommuter configuration. This dialog box is accessed by pressing the Settings button on the Login window that is used to register with an Avaya communication server. This section contains the following topics:...
Page 134: Login Tab
Remember password for next login session - When this check box is enabled, the ● Login window retains the password used to register this extension number with the Avaya communication server. If you are concerned about the possibility of unauthorized persons assuming this identity, leave this check box blank.
Page 135: Call Server Tab
Alternate Server Addresses list. Removing an Avaya communication server from the list in this manner affects only the current Avaya IP Agent session. If you log off from the Avaya communication server or shut down Avaya IP Agent and then reconnect, this list of alternate server addresses is again refreshed from the list kept on the Avaya communication server.
Page 136: Audio Tab
This is the only option available for the Windows Terminal Services edition of Avaya IP Agent. Telephone at - Enter or select the telephone number through which voice communications ● are to be conducted. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 137: Emergency Tab
Emergency tab The Emergency tab of the Login Settings dialog box contains the following controls: Enable Emergency Call Handling feature - When this check box is enabled, Avaya IP ● Agent notifies the Avaya communication server that this endpoint supports this feature and that emergency calls placed from this endpoint should transmit the specified telephone or extension number to emergency services.
Page 138: Advanced Tab
Choose from the following port range to communicate with the server - When this ● check box is enabled, Avaya iClarity IP Audio will use the port range that you specify in the associated fields. This feature is used to restrict the Avaya iClarity IP Audio to a limited range of ports with which to communicate through a network firewall.
Page 139 It is important that the intersection of the audio port ranges set for Avaya iClarity IP Audio and for the Avaya communication server overlap by at least 100 ports. In the event that the overlap is less than 100, the range reported by the Avaya communication server is ignored.
Page 140: Volume And Ringer Settings Dialog Box
Mute - Enable this check box to eliminate any sound that indicates an incoming call. ● Note: The unavailable fields you see displayed on this window are not supported for the Note: Windows Terminal Services edition of Avaya IP Agent. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 141: Appendix A: Shortcut Keys
Avaya IP Agent window must have focus as the current application. Shortcut key functions This section contains the shortcut keys that can be used when the Avaya IP Agent is the currently selected window on your desktop. These shortcut keys are divided into the following...
Page 142: Agent Features
Alt + C Display the Call History window Alt + H Display the Phone Directory window Alt + D Display the Search Public Directory window Alt + S Display online help Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 143: Windows Features
Shortcut key functions To... Press... Exit Avaya IP Agent or close the current active window Alt + F4 View the Properties of the selected item in the Search Alt + Enter Public Directory, Screen Pops, or Phone Directory windows. Windows features To...
Page 144 Appendix A: Shortcut keys Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 145: Appendix B: Language Support
Appendix B: Language support This section contains quick reference information for supported languages. Untranslated components The following Avaya IP Agent components are provided only in English: Installation ● Event log ● Avaya IP Agent internal files ● Shortcut keys ●...
Page 146 Appendix B: Language support The English version of Avaya IP Agent can be installed on supported operating systems using the languages specified above. Other language versions of Avaya IP Agent can be installed only on supported operating systems using that language. For example, the German version of Avaya IP Agent can be installed only on supported operating systems using German.
Page 147: Appendix C: Troubleshooting
● Diagnostic log files In the event an unhandled exception occurs in IP Agent, two log files will be generated in the <application data>\Log Files folder. If IP Agent is installed into the default directory, the log files will be found in: C:\Documents and Settings\<user>\Application Data\Avaya\Avaya IP Agent\Log Files...
Page 148: Login
Appendix C: Troubleshooting Login This section lists those problems associated with registering with the Avaya communication server and logging in as an agent. Problem What to do Cannot register with the Avaya Check for a valid configuration: communication server. Avaya IP Agent has limited support for ●...
Page 149 Auto-In field for the agent is set to station and not aux. Also, ensure that the Enable automatic login option in the Program Options dialog for Avaya IP Agent is activated. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 150: Making And Receiving Calls
Dialing rules must conform to the dialing rules of the country in which the Avaya communication server resides. Ensure that calling cards are not being ● used. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 151 Avaya IP Agent when a call is received. Ensure that there is enough network ● bandwidth for Avaya IP Agent to receive the data channel information in a timely manner. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 152: Other
Appendix C: Troubleshooting Other This section lists general problems that one might encounter with Avaya IP Agent. Problem What to do Collected digit information is not displayed. You must have a callr-info button ● assigned for non-Callmaster telephones so that collected digit information is displayed.
Page 153 After Call Work Work mode consistently, use the Manual-In mode. When the call was finished, the work work mode instead of the Auto-In work mode changed back to Auto-In. mode. Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 154: Alternative Solution Possibilities
Alternative solution possibilities If the information in this section did not solve your problem, it is possible that areas other than Avaya IP Agent are at fault. You can investigate the following areas for solutions: Firewall configurations ●...
Page 155: Glossary
Avaya communication server, Avaya IP Agent attempts to reconnect with another IP address within the same network region. Alternate User Avaya IP Agent interfaces that use much less space on the Desktop than the Interface main window. Avaya IP Agent Installation and User Guide for Citrix...
Page 156 Avaya IP Softphone Avaya IP Softphone is an Avaya product that enables you to log in to an Avaya communication server as an extension. Avaya IP Softphone does not support agent login and cannot co-reside with Avaya IP Agent.
Page 157 See Call Information Panel (CIP). Circuit pack Expansion modules that can be used to expand a DEFINITY, MultiVantage, or Communication Manager server. For Avaya IP Agent, the required circuit packs are related to IP communications. Comma-separated Fields and records in a text file that are delimited by commas. This is a simple values form of a database.
Page 158 A file containing fields, records, and values that are separated by commas, tabs, semicolons, or other characters. Dial Pad An Avaya IP Agent dialog box that displays the 12 characters available on a telephone. Dial Number button A button on the Dial Number toolbar that an agent uses to go off-hook and initiate a dial tone or to dial the digits previously entered in the Number text box.
Page 159 Avaya communication server. Feature button A button that can be assigned to any one of a number of Avaya communication server features. Feature buttons are assigned to an extension during station administration on the Avaya communication system.
Page 160 The process of identifying a user with a computer, device, or server so that the user can use resources or features. In regards to Avaya IP Agent, an agent must log in to the Avaya communication server to receive ACD calls.
Page 161 The voice path to your telephone is inactive. Phone display A 40-character display that is located in the status bar of the Avaya IP Agent main window. This display area receives information from the Avaya communication server so that you can see call and non-call related information, such as call prompted digits and VuStats.
Page 162 Avaya IP Agent supports telephony-enabled applications, such as Microsoft Dialing Scheduler. This support provides the ability for telephony-enabled Windows applications to originate a call and have the call reflected in the Avaya IP Agent application. Telecommuter An Avaya IP Agent configuration where voice communications are performed through a telephone and data communications are sent through the network to a personal computer.
Page 163 VuStats An Avaya communication server feature that displays contact center activity and information on the display of a telephone set. For Avaya IP Agent, this information can be viewed in the status bar of the main window and the VuStats Monitor window.
Page 164 Zip Tone Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 165: Index
....Abbreviated Dial configure ....Agent state Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 166 ....Avaya IP Agent outgoing calls ....abbreviated dialing iClarity Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 167 Windows Terminal Services, software alternate causes ..... Road Warrior (VoIP) calls Avaya IP Agent Installation and User Guide for Citrix June 2007...
Page 168 ......... . selecting Avaya IP Agent Installation and User Guide for Citrix June 2007...

This manual is also suitable for:

Ip agent 7.0

Avaya IP Agent Installation And User Manual

Chapter 1: Introduction

Chapter 2: Configuring the Avaya Communication Server

Chapter 3: Installing Avaya IP Agent

Chapter 4: Avaya IP Agent Enhanced Configuration Options

Chapter 5: Starting and Stopping Avaya IP Agent

Chapter 6: Using Vustats

Chapter 7: Avaya IP Agent Basic Operations

Chapter 8: Using a Public Directory with Avaya IP Agent

Chapter 9: Screen Pops

Chapter 10: Dialog Reference

Appendix A: Shortcut Keys

Appendix B: Language Support

Appendix C: Troubleshooting

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