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Manuals and User Guides for Avaya IP Agent. We have
4
Avaya IP Agent manuals available for free PDF download: Installation And User Manual, Application Notes
Avaya IP Agent Installation And User Manual (286 pages)
Brand:
Avaya
| Category:
Software
| Size: 2.55 MB
Table of Contents
Table of Contents
3
About this Information Product
9
Related Documentation
10
Chapter 1: Introduction
11
What Is Avaya IP Agent
12
New Features for Avaya IP Agent, Release 5
12
Avaya IP Agent Features
13
Avaya IP Agent Configurations
17
Road Warrior Configuration (Voice-Over-IP)
17
Telecommuter Configuration
18
IP Telephone Configuration
19
Callmaster VI Configuration (DCP Connection)
19
Avaya Telephone (IP and DCP) Configuration
20
Compatible Telephone Types for Avaya IP Agent
21
Supported Telephone Types
21
Recommended Telephone Types
24
Network Compatibility
25
Chapter 2: Installing Avaya IP Agent for PC-Based Configurations
27
Prerequisites
28
CD-ROM Contents
28
Avaya Communication Server
29
Personal Computer Hardware
30
Personal Computer Software
31
Voice-Over-IP Considerations
33
Troubleshooting Voice-Over-IP
34
System Descriptions for Voice-Over-IP
34
Interactive Installation
36
Distributed Installation Information
36
Web-Based Installation Information
36
Before You Begin
37
Installing Avaya IP Agent
37
Silent Installation
43
Before You Begin
43
Command-Line Parameters
44
Creating the Silent Installation Response File
44
Running a Silent Installation
45
Upgrades and Reinstallation
47
Upgrading Centrevu IP Agent V1.X to Avaya IP Agent R5
47
Upgrading Centrevu IP Agent V2 to Avaya IP Agent R5
48
Upgrading Avaya IP Agent V3,R4 to R5
48
Upgrading Centrevu Agent to Avaya IP Agent R5
49
Reinstalling Avaya IP Agent R5
49
Applying Product Updates
49
Uninstalling Avaya IP Agent
50
Introduction
50
Steps for Uninstalling Avaya IP Agent
50
Chapter 3: Installing Avaya IP Agent for Windows Terminal Services
53
Prerequisites
54
CD-ROM Contents
54
Avaya Communication Server
54
Server Hardware
55
Server Software
56
Installing Avaya IP Agent on Windows Terminal Services
57
Before You Begin
57
Steps for Installing Avaya IP Agent for Windows Terminal Services
57
Reinstalling Avaya IP Agent for Windows Terminal Services
60
Uninstalling Avaya IP Agent for Windows Terminal Services
61
Introduction
61
Steps
61
Chapter 4: Configuring the Avaya Communication Server
63
Required Avaya Communication Server Circuit Packs
64
C-LAN Circuit Pack
64
IP Media Processor
64
Documentation
65
Validating Feature Access Codes
66
Before You Begin
66
Steps for Validating Feature Access Codes
66
Road Warrior and Telecommuter Configurations
68
Ensuring Compatibility
68
Configuring Station Settings
70
Callmaster VI Configurations
75
Ensuring Compatibility
75
Configuring Station Settings
76
IP Telephone and Avaya Telephone-IP Configurations
79
Ensuring Compatibility
79
Configuring Station Settings
81
Avaya Telephone-DCP Configurations
85
Ensuring Compatibility
85
Configuring Station Settings
87
Chapter 5: Using Enhanced Configuration Options
91
Configuring the Emergency Call Handling Service
92
Administering the Avaya Communication Server for Emergency Call Handling
92
Administering Avaya IP Agent for Emergency Call Handling
93
Configuring Avaya IP Agent for VPN Configurations
95
Steps
95
Installing the Quality of Service Packet Scheduler
97
Before You Begin
97
Steps for Installing Qos for Windows 2000
97
Configuring Alternate Gatekeeper on Avaya Communication Servers
99
Alternate Gatekeeper Configuration
99
Configuring Server Load Balancing Across Gatekeepers
100
Load Balancing Configuration
100
Load Balancing Documentation
100
Chapter 6: Running Avaya IP Agent
101
Starting Avaya IP Agent
102
Steps for Starting Avaya IP Agent
102
Initializing IP Endpoint Configurations
103
Steps
103
Initializing Callmaster VI Configurations
112
Registering with the Avaya Communication Server
113
Before You Begin
113
Setting Default Registration Information
113
Steps for Registering with an Avaya Communication Server
113
Registering While Using a VPN
115
Logging in as an Agent (EAS)
117
Steps for Logging in (EAS)
117
Logging in as an Agent (Non-EAS)
119
Before You Begin
119
Steps for Logging in (Non-EAS)
119
Logging out of Avaya IP Agent
121
Steps
121
Exiting Avaya IP Agent
122
Steps
122
Using Alternate User Interfaces
123
Autoanswer Interface
123
Mini Interface
124
Titlebar Interface
124
Selecting an Alternate Interface
124
Accessing Features
125
Returning to the Main Interface
125
Removing Alternate User Interfaces
125
Renaming Alternate User Interfaces
125
Chapter 7: Avaya IP Agent Basic Operations
127
Selecting an Agent Work Mode
128
Definitions of Agent Work Modes
128
Changing Work Modes
129
Handling Incoming Calls
130
Answering a Call
130
Telecommuter (Auto-Answer)
131
Road Warrior and Callmaster VI
132
Road Warrior and Callmaster VI (Auto-Answer)
132
IP Telephone and Avaya Telephone
133
Holding a Call
134
Using Manual Hold
134
Using Auto Hold
134
Reconnecting to a Call on Hold
134
Releasing a Call
135
Steps for Releasing a Call
135
Dropping a Call
136
Transferring a Call
137
Before You Begin
137
Basic Call Transfer
137
Unsupervised Call Transfer
138
Enhanced Call Transfer
139
Conferencing Calls
141
Basic Conference
141
Enhanced Conference
143
Handling Outgoing Calls
146
Recent Calls List
146
Using the Phone Directory
147
Menu Bar
148
Administering and Using Speed Dial
151
Abbreviated Dial Button
153
Chapter 8: Agent Greetings
155
Creating Agent Greetings
157
Steps for Creating an Agent Greeting
157
Setting the Active Agent Greeting
158
Steps for Setting an Active Agent Greeting
158
Setting Activation Criteria for Agent Greetings
159
Steps for Setting Agent Greeting Activation Criteria
159
Deleting Agent Greetings
160
Steps for Deleting an Agent Greeting
160
Chapter 9: Using Vustats
161
Configuring an Extension for Vustats through the Avaya Communication Server
162
Configuration
162
Viewing a Single Set of Vustats Information in Avaya IP Agent
163
Before You Begin
163
Steps
163
Adjusting Intervals for Monitoring Vustats
164
Before You Begin
164
Steps
164
Chapter 10:Using A Public Directory with Avaya IP Agent
167
Defining a Public Directory Service
168
Steps for Defining a Public Directory Service
168
Searching a Public Directory
170
Steps for Searching a Public Directory
170
Selecting the Fields to Display and the Order
173
Steps for Displaying Public Directory Fields
173
Identifying Multiple Telephone Number Fields
175
Steps for Identifying Telephone Number Fields
175
Deleting a Public Directory Service
177
Steps for Deleting a Public Directory Service
177
Chapter 11: Screen Pops
179
Creating a Windows Application Screen Pop
181
Steps for Creating an Application Screen Pop
181
Creating a DDE Screen Pop
186
Steps for Creating a DDE Screen Pop
186
Setting the Active Screen Pop
191
Steps for Setting an Active Screen Pop
191
Modifying a Screen Pop
192
Steps for Modifying a Screen Pop
192
Deleting a Screen Pop
193
Steps for Deleting a Screen Pop
193
Chapter 12:Dialog Reference
195
Main Window and Menus
196
Menu Bar
196
File Menu
197
Edit Menu
198
View Menu
200
Tools Menu
202
Audio Menu
203
Toolbars
204
Information Panels
209
System Tray Icon
210
Avaya IP Agent Option Dialogs
212
General Settings Panel
213
ACD Agent Panel
215
Call Handling Panel
216
Call History Panel
217
Call Information Display Panel
218
Database Options Panel
219
User Interface Options Panel
220
External Number Format Panel
221
Event Logging Panel
222
Greetings Options Panel
223
Voice Message Number Panel
224
Phone Settings Panel
225
Feature Access Panel
226
Login Settings Dialog Box
228
Login Tab
229
Call Server Tab
230
Audio Tab
231
Emergency Tab
232
Advanced Tab
233
Agent Greetings Settings
235
Greeting Description Settings
235
ANI Settings
236
VDN Settings
237
Prompted Digits Settings
238
Audio Settings
239
Audio Options Dialog Box
239
Audio Monitor Dialog Box
241
Volume and Ringer Settings Dialog Box
242
Audio Tuning Wizard
243
Appendix A: Shortcut Keys
245
Shortcut Key Functions
246
Call Features
246
Agent Features
246
Avaya IP Agent Features
247
Windows Features
247
Appendix B: Language Support
249
Untranslated Components
250
Supported Languages for Avaya IP Agent
251
Appendix C: Troubleshooting
253
Login
254
Voice-Over-IP
257
Making and Receiving Calls
261
Other
263
Alternative Solution Possibilities
267
Index
281
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Avaya IP Agent Installation And User Manual (168 pages)
for Citrix
Brand:
Avaya
| Category:
Software
| Size: 1.98 MB
Table of Contents
Table of Contents
3
Preface
9
Purpose
9
Audience
9
Reasons for Reissue
9
Related Documents
10
Chapter 1: Introduction
11
What Is Avaya IP Agent for Citrix
11
Avaya IP Agent Features for Citrix
11
Telecommuter Configuration
14
What You Need to Know about the Telecommuter Configuration
14
Compatible Telephone Types for Avaya IP Agent
14
Supported Telephone Types
15
Recommended Telephone Types
16
Network Compatibility
16
Chapter 2: Configuring the Avaya Communication Server
19
Required Avaya Communication Server Circuit Packs
19
C-LAN Circuit Pack
20
IP Media Processor
20
Documentation
21
Validating Feature Access Codes
21
Before You Begin
21
Steps for Validating Feature Access Codes
21
Telecommuter Configurations
22
Ensuring Compatibility
23
Before You Begin
23
Steps for Ensuring Telecommuter Station Settings
23
Configuring Station Settings
24
Before You Begin
25
Steps for Configuring Telecommuter Station Settings
25
Chapter 3: Installing Avaya IP Agent
29
Prerequisites
29
Software Download Package Contents
29
Avaya Communication Server
30
Server Hardware
30
Processor
30
Hard Disk Space
30
Ram
31
Networking
31
Peripherals
31
Server Software
31
Installing Avaya IP Agent
32
Before You Begin
32
Steps for Installing Avaya IP Agent for Windows Terminal Services
32
Reinstalling Avaya IP Agent
34
Uninstalling Avaya IP Agent
34
Introduction
34
Steps for Uninstalling Avaya IP Agent
35
Chapter 4: Avaya IP Agent Enhanced Configuration Options
37
Configuring the Emergency Call Handling Service
37
Administering the Avaya Communication Server for Emergency Call Handling
38
Administering Avaya IP Agent for Emergency Call Handling
38
Before You Begin
38
Steps
38
Configuring Alternate Gatekeeper on Avaya Communication Servers
40
Alternate Gatekeeper Configuration
40
Configuring Server Load Balancing Across Gatekeepers
40
Load Balancing Configuration
40
Load Balancing Documentation
41
Chapter 5: Starting and Stopping Avaya IP Agent
43
Starting Avaya IP Agent
43
Steps for Starting Avaya IP Agent
43
Initializing IP Endpoint Configurations
44
Steps
44
Registering with the Avaya Communication Server
47
Before You Begin
47
Setting Default Registration Information
48
Steps for Registering with an Avaya Communication Server
48
Logging in as an Agent (EAS)
49
Steps for Logging in (EAS)
49
Logging in as an Agent (Non-EAS)
50
Before You Begin
50
Steps for Logging in (Non-EAS)
50
Logging out of Avaya IP Agent
51
Steps
51
Exiting Avaya IP Agent
52
Steps
52
Using Alternate User Interfaces
52
Autoanswer Interface
53
Mini Interface
53
Titlebar Interface
53
Selecting an Alternate Interface
53
Avaya IP Agent Installation and User Guide for Citrix June
54
Steps
54
Accessing Features
54
Returning to the Main Interface
54
Removing Alternate User Interfaces
54
Renaming Alternate User Interfaces
55
Chapter 6: Using Vustats
57
Configuring an Extension for Vustats through the Avaya Communication Server
57
Configuration
57
Viewing a Single Set of Vustats Information in Avaya IP Agent
58
Before You Begin
58
Steps
58
Adjusting Intervals for Monitoring Vustats
59
Before You Begin
59
Steps
60
Chapter 7: Avaya IP Agent Basic Operations
61
Selecting an Agent Work Mode
61
Definitions of Agent Work Modes
61
Auto-In and Manual-In
61
ACW (After-Call Work)
62
AUX (Auxiliary Work)
62
Changing Work Modes
62
Handling Incoming Calls
63
Answering a Call
63
Telecommuter (Auto-Answer)
64
Configuration Settings for Telecommuter (Auto-Answer)
64
Steps for Answering Telecommuter (Auto-Answer) Calls
64
Holding a Call
65
Using Manual Hold
65
Using Auto Hold
65
Reconnecting to a Call on Hold
65
Releasing a Call
66
Steps for Releasing a Call
66
Dropping a Call
67
Transferring a Call
67
Before You Begin
67
Basic Call Transfer
67
Steps for a Basic Transfer
68
Unsupervised Call Transfer
68
Steps for an Unsupervised Transfer
69
Enhanced Call Transfer
69
Steps for an Enhanced Transfer
69
Conferencing Calls
70
Basic Conference
71
Steps for Using Basic Conference
71
Enhanced Conference
73
Steps for Using Enhanced Conference
73
Handling Outgoing Calls
75
Recent Calls List
76
Before You Begin
76
Steps for Using the Recent Calls List
77
Using the Phone Directory
77
Menu Bar
78
Toolbar
79
Phone Directory Window Usage
80
More Information
80
Administering and Using Speed Dial
80
Steps for Assigning a Speed Dial Number
81
Using a Speed Dial Number
82
Abbreviated Dial Button
82
Steps for Using Abbreviated Dial
83
Chapter 8: Using a Public Directory with Avaya IP Agent
85
Defining a Public Directory Service
85
Steps for Defining a Public Directory Service
85
Searching a Public Directory
87
Steps for Searching a Public Directory
87
Selecting the Fields to Display and the Order
90
Steps for Displaying Public Directory Fields
90
Identifying Multiple Telephone Number Fields
91
Steps for Identifying Telephone Number Fields
91
Deleting a Public Directory Service
92
Steps for Deleting a Public Directory Service
92
Avaya IP Agent Installation and User Guide for Citrix June
92
Chapter 9: Screen Pops
95
Creating a Windows Application Screen Pop
96
Steps for Creating an Application Screen Pop
96
Creating a DDE Screen Pop
101
Steps for Creating a DDE Screen Pop
101
Setting the Active Screen Pop
105
Steps for Setting an Active Screen Pop
105
Modifying a Screen Pop
106
Steps for Modifying a Screen Pop
106
Deleting a Screen Pop
107
Steps for Deleting a Screen Pop
107
Chapter 10: Dialog Reference
109
Main Window and Menus
109
Menu Bar
109
File Menu
110
Edit Menu
111
Call Menu
112
View Menu
113
Agent Menu
114
Tools Menu
115
Audio Menu
116
Help Menu
117
Toolbars
117
Toolbar Locations
117
Phone Buttons Toolbar
118
Dial Number Toolbar
118
Agent Toolbar
119
Phone Features Toolbar
119
Feature Button Toolbar
119
Headset Toolbar
120
Information Panels
120
Call Information Panel
120
Agent Information Panel
121
Phone Display Panel
121
System Tray Icon
121
Placing Calls through the System Tray Icon
121
Call Handling with the System Tray Icon
122
Avaya IP Agent Option Dialogs
122
General Settings Panel
123
ACD Agent Panel
124
Call Handling Panel
125
Call History Panel
126
Call Information Display Panel
127
User Interface Options Panel
128
External Number Format Panel
129
Event Logging Panel
130
Voice Message Number Panel
131
Feature Access Panel
132
Login Settings Dialog Box
133
Login Tab
134
Call Server Tab
135
Audio Tab
136
Emergency Tab
137
Advanced Tab
138
Audio Port Range Administration
138
Volume and Ringer Settings Dialog Box
140
Appendix A: Shortcut Keys
141
Shortcut Key Functions
141
Call Features
141
Agent Features
142
Avaya IP Agent Features
142
Windows Features
143
Appendix B: Language Support
145
Untranslated Components
145
Supported Languages for Avaya IP Agent
145
Appendix C: Troubleshooting
147
Diagnostic Log Files
147
Login
148
Making and Receiving Calls
150
Other
152
Alternative Solution Possibilities
154
Glossary
155
Index
165
Avaya IP Agent Application Notes (16 pages)
Plantronics Blackwire C620 Headsets with Avaya IP Softphone, Avaya IP Agent and Avaya one-X Communicator - Issue 1.1
Brand:
Avaya
| Category:
Software
| Size: 0.86 MB
Table of Contents
Reference Configuration
3
Equipment and Software Validated
4
Verification Steps
14
Additional References
15
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Avaya IP Agent Application Notes (16 pages)
for Plantronics Blackwire C420 Headsets
Brand:
Avaya
| Category:
Software
| Size: 0.85 MB
Table of Contents
Reference Configuration
3
Equipment and Software Validated
4
Verification Steps
14
Additional References
15
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