Avaya Ip Agent Features - Avaya IP Agent Installation And User Manual

Avaya Telephone-DCP configuration - Using this new configuration, agents can use
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Avaya IP Agent as a direct interface to their physical Avaya 2400-series or 6400-series
Digital Communication Protocol (DCP) telephone. While the Avaya Telephone-DCP
configuration is similar to the Telecommuter configuration, it cannot use a telephone
number that is different from the extension. However, with the Avaya Telephone-DCP
configuration, you need only one defined station on your Avaya communication server,
instead of the two required by the Telecommuter configuration. This feature is available
for those contact centers using Avaya Communication Manager 2.0 or later.
Media encryption - The Avaya iClarity IP Audio component of Avaya IP Agent now
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encrypts communication between itself and the Avaya communication server. This
provides a new level of security in communications conducted over your contact center
network.
User-to-user information (UUI) screen pop enhancement - Using external applications,
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unique identifiers can be added to incoming calls. If your Avaya communication server
has the correct features and configuration, these identifiers can be passed to Avaya IP
Agent and used in screen pops for agents.
Network-resident agent greetings - Agent greetings can now be stored on network
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drives.
Agent greetings in the Telecommuter configuration - With the Avaya Switcher II headset,
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which connects to both a DCP telephone and a PC, contact centers using the
Telecommuter configuration can now use agent greetings.

Avaya IP Agent features

The following lists provide the main features that are available in Avaya IP Agent:
Available configurations and supported communication servers
Support of Avaya DEFINITY R10, MultiVantage, and Communication Manager systems.
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Road Warrior configuration (Voice-over-IP) - Agents can connect to the Avaya
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communication server by using their personal computer and an IP network connection.
In this configuration, a telephone set is not necessary because all communication is
performed through the sound card of the personal computer.
Telecommuter configuration - Agents using an analog or Digital Communication
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Protocol (DCP) telephone can use the advanced call features provided by the Avaya
communication server. For example, an agent working from home can use Avaya IP
Agent and their home telephone to transfer calls, place calls on hold, change agent
work mode, and do other call center activities.
Avaya CallMaster VI configuration - Avaya IP Agent supports usage of Avaya
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CallMaster VI telephones. Sections of this document address configuration and usage
of Avaya CallMaster VI telephones.
What is Avaya IP Agent?
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