Avaya IP Agent 5.0 Manuals

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Avaya IP Agent 5.0 Installation And User Manual

Avaya IP Agent 5.0 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
Chapter 2: Installing Avaya IP Agent for PC-Based Configurations

27
Chapter 3: Installing Avaya IP Agent for Windows Terminal Services

53
Chapter 4: Configuring the Avaya Communication Server

63
Chapter 5: Using Enhanced Configuration Options

91
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
- 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
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
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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