Avaya Ip Agent - Avaya Application Solutions Deployment Manual

Avaya Digital Telephone
The Avaya Digital Telephone mode is similar to the Avaya IP Telephone mode in that it enables
users to log into and control their Avaya Digital (or IP) Telephones from the Avaya IP Softphone.
Unlike the Avaya IP Telephone mode, the Softphone logs into the server, rather than directly
into the telephone. Users can speak and listen through their telephone, but unlike the
Telecommuter configuration, users can make and handle calls from both the Avaya IP
Softphone interface and the Digital Telephone. The Avaya Digital Telephone configuration is
supported on the Avaya 2400 and 6400 series digital telephones and the Avaya 4600 series IP
telephones.
Instant Messaging Only
In Instant Messaging Only mode, the Softphone only logs into the CCS server, but not the CM
server. In this mode, the Softphone is capable of acting as an instant messaging and presence
client, but cannot make or receive telephone calls.

Avaya IP Agent

Avaya IP Agent is a Windows-based Softphone application that is specifically designed to
accommodate contact center agents who work remotely or in an office location. It runs on
Windows 98, Windows 2000, Windows XP, or Windows NT® 4.0 PCs, enabling agents to work
from their PC, anywhere, through remote connectivity to their corporate network. Agents have
access to the full range of Avaya agent capabilities using a graphical user interface with
standard drag-and-drop conventions.
Screen pops are based on dialed number identification service (DNIS), automated number
identification (ANI), and prompted digits.
The integrated call history feature provides agents with a detailed view of calls made and
received.
"Road Warrior" and "Telecommuter" modes
Avaya IP Agent
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