Avaya 96X1 Series Using Instructions
  1. Manuals
  2. Brands
  3. Avaya Manuals
  4. IP Phone
  5. 96x1 Series
  6. Using instructions
Avaya 96X1 Series Using Instructions

Avaya 96X1 Series Using Instructions

Sip agent deskphones with avaya aura call center elite
Hide thumbs Also See for 96X1 Series:
Table of Contents

Advertisement

Quick Links

Download this manual
Using Avaya 96X1 SIP Agent Deskphones
®
with Avaya Aura

Call Center Elite

Release 8.1
Issue 1
June 2019

Advertisement

Table of Contents
loading
Need help?

Need help?

Do you have a question about the 96X1 Series and is the answer not in the manual?

Questions and answers

Subscribe to Our Youtube Channel

Related Manuals for Avaya 96X1 Series

Summary of Contents for Avaya 96X1 Series

  • Page 1: Call Center Elite

    Using Avaya 96X1 SIP Agent Deskphones ® with Avaya Aura Call Center Elite Release 8.1 Issue 1 June 2019...
  • Page 2 Software at any given time. A “Unit” means the unit on which further in your service description documents for the applicable Avaya, at its sole discretion, bases the pricing of its licenses and can Hosted Service. Contact Avaya or Avaya Channel Partner (as be, without limitation, an agent, port or user, an e-mail or voice mail applicable) for more information.
  • Page 3 MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE HTTP:// written consent of Avaya can be a criminal, as well as a civil offense WWW.MPEGLA.COM. under the applicable law. Compliance with Laws...
  • Page 4 Portal, Communication Manager, Application Enablement Services, Modular Messaging, and Conferencing are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All non-Avaya trademarks are the property of their respective owners. ® Linux is the registered trademark of Linus Torvalds in the U.S.

  • Page 5: Table Of Contents

    .......... 19 Synchronizing Communication Manager and System Manager data ...................... 19 Adding users and stations Chapter 4: Avaya 96X1 SIP agent deskphones..............21 ............ 21 Differences between 96X1 SIP and 96X1 H.323 deskphones ................22 96X1 SIP agent deskphone feature support ................

  • Page 6: Chapter 1: Introduction

    Call Center Elite to work with 96X1 SIP agent deskphones. ® This document is intended for people who want to learn how to use Avaya Aura Call Center Elite with 96X1 SIP agent deskphones, including implementation engineers and system administrators.

  • Page 7: Chapter 2: Implementation Checklist

    Use the following checklist to ensure that you have set up all components for use with the 96X1 SIP agent deskphones. Task Description Install System Manager For information about installing System ® Manager, see Deploying Avaya Aura System Manager on System Platform. Install Session Manager For information about installing Session ® Manager, see Deploying Avaya Aura Session Manager.
  • Page 8 Task Description Configure Communication Manager For information about configuring as an Evolution Server Communication Manager as an Evolution ® Server, see Administering Avaya Aura Communication Manager. Administer Communication For information about the SAT Manager administration commands, see ® Administering Avaya Aura Communication Manager Server Options.
  • Page 9 Description Administer the 96X1 SIP agent For information about system failover and deskphones for survivability survivability, see Administering Avaya Deskphone SIP for 9601/9608/9611G/ 9621G/9641G. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

  • Page 10: Chapter 3: Administering Communication Manager

    4. Add a SIP signaling group for each Session Manager Security Module. For message interchange between Communication Manager and the SIP server, select y in the Peer Detection Enabled field on the Signaling Group screen. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

  • Page 11: Communication Manager Templates

    • Communication Manager Survivable Remote - Simplex Communication Manager Survivable Remote - Embedded Survivable Remote Note: You must install System Platform on Avaya servers before installing the solution template. For the simplex and duplex templates, use the following servers: ™ ™...
  • Page 12 To prevent data loss and reporting errors, Communication Manager does not send station signaling-related messages to CMS or Avaya IQ. Furthermore, if CMS or Avaya IQ measure OPS SIP trunk groups, Communication Manager logs a SIP OPTIM TG Meas Error denial event 5073.
  • Page 13 - For dedicated SIP trunk groups for deskphone signaling with Session Manager, administer the Measured field on the Trunk Group screen as none. This administration prevents CMS or Avaya IQ reporting issues, including loss of reporting. • Use the phone number as the primary handle when you administer Session Manager. Do not use alphabets.

  • Page 14: Configuring Ip Node Names And Addresses

    4. In the Intra-region IP-IP Direct Audio field, select y. 5. Administer the Real-time Transport Control Protocol (RTCP) monitor server parameters. 6. Press Enter to save the changes. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

  • Page 15: Administering The Feature-Related System-Parameters Screen

    The following are the primary screens for administering the Call Center Elite features: • System-Parameters Customer-Options • Feature-Related System Parameters ® For information about administering all Call Center Elite features, see Administering Avaya Aura Call Center Elite. Administering the Signaling Group screen Procedure 1.

  • Page 16: Administering The Trunk Group Screen

    The following procedure and settings refer to the trunk groups that are used only for SIP signaling to the SIP agent deskphones. For more information, see Administration tips on page 11. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

  • Page 17: Administering Call Routing

    SIP agent deskphone displays do not function correctly. Administering call routing Procedure 1. On the Locations screen, assign a proxy selection route pattern for locations that use Session Manager. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

  • Page 18: Administering The Numbering-Private Format Screen

    7. Administer the SIP feature options on page 6 of the Station screen. If you use an Application Enablement Services (AES)-based application to control the agent deskphone, administer the Type of 3PCC Enabled field as Avaya. AES-based applications do not work if you do not administer this field.

  • Page 19: Administering The Off-Pbx-Telephone Station-Mapping Screen

    For each SIP user that you define in Session Manager, you must add a corresponding station in Communication Manager. After administering a user, perform the following steps to automatically generate a corresponding SIP station. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...
  • Page 20 3. On the Element Cut Through screen, enter the add station command. Note: If you administer stations directly on Communication Manager, you must administer a user communication profile for each extension. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

  • Page 21: Chapter 4: Avaya 96X1 Sip Agent Deskphones

    9608, 9611G, 9621G, and 9641G are part of the multiline 9600 Series IP Deskphones. The deskphones are signaling protocol independent with two telephony applications, Avaya Deskphone H.323 and Avaya Deskphone SIP, that support H.323 and SIP respectively. 9621G and 9641G are touch-based deskphones with a color display. 9611G and 9608 are button- based deskphones.

  • Page 22: 96X1 Sip Agent Deskphone Feature Support

    Avaya 96X1 SIP agent deskphones 96X1 H.323 96X1 SIP H.323 deskphones use HTTP to store backup files. SIP deskphones use Personal Profile Manager (PPM) to store backup files. Settings file and system parameters The settings file is the same for the both types of In SIP deskphones, parameters such as deskphones, but some system parameters vary.

  • Page 23: Agent Login, Logout, And Work Mode Changes

    The 96X1 SIP agent deskphones support the following basic call center features. For more information about features and operations, see Using Avaya Deskphone SIP for 9608/9611G for Call Center Agents and Using Avaya Deskphone SIP for 9621G /9641G for Call Center Agents.

  • Page 24: Communication Manager Invoked Changes

    Avaya 96X1 SIP agent deskphones Agent work mode change The auto-in and manual-in feature buttons are available for agents to change the work mode. You can administer auto-in so that Communication Manager delivers calls to agents automatically. In the manual-in work mode, the agent must receive calls manually.

  • Page 25: Personal Profile Manager

    Note: PPM does not override the values that you set using the CRAFT menu on the phone. You must manually clear the values. Related links Avaya 96X1 SIP agent deskphones on page 21 Scalability of 96X1 SIP agent deskphones ™...
  • Page 26 Avaya 96X1 SIP agent deskphones Related links Avaya 96X1 SIP agent deskphones on page 21 June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

  • Page 27: Chapter 5: Troubleshooting

    96X1 SIP agent deskphone troubleshooting For information about troubleshooting the 96X1 SIP agent deskphones, see Installing and Maintaining Avaya 9601/9608/9608G/9611G/9621G/9641G/9641GS IP Deskphones SIP. Communication Manager troubleshooting Use the following list trace commands to capture information on a specific station or trunk: •...
  • Page 28 Cannot toggle between Service Observing Listen Only and Listen coach mode Talk modes while Coaching is activated. 5078 SO-Coach-not Cannot activate Coaching until call connects to an agent. reached agnt Table continues… June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

  • Page 29: Session Manager Troubleshooting

    Session Manager troubleshooting Use SIP message tracing to troubleshoot Session Manager instances. The SIP Trace Viewer displays SIP message trace logs based on the configured filters. ® For information about SIP tracing, see Maintaining and Troubleshooting Avaya Aura Session Manager. Troubleshooting scenarios...
  • Page 30 • SIP station C is administered with three primary call appearances and two bridged appearances for SIP station A. Administer the Bridged Calls field for all phones to none. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

  • Page 31: Chapter 6: Resources

    Administer Communication Implementation engineers Manager Manager. and system administrators ® Avaya Aura Communication Manager Denial Resolve basic problems and All users Events maintain the system. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

  • Page 32: Finding Documents On The Avaya Support Website

    Implementing End-to-End SIP Configure SIP endpoints. Implementation engineers and system administrators Finding documents on the Avaya Support website Procedure 1. Go to https://support.avaya.com. 2. At the top of the screen, type your username and password and click Login. 3. Click Support by Product > Documents.

  • Page 33: Training

    Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya products. About this task Videos are available on the Avaya Support website, listed under the video document type, and on the Avaya-run channel on YouTube. Procedure •...

  • Page 34: Support

    Resources - In Search, type the product name. On the Search Results page, select Video in the Content Type column on the left. • To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and do one of the following: - Enter a key word or key words in the Search Channel to search for a specific product or topic.

  • Page 35: Glossary

    A processor that does tasks for another processor and is optional in the configuration of the other processor. See also application on page 35. Application Enablement Services (AES) is an Avaya product that provides a platform for the development of CTI-based applications for Communication Manager. appearance A software process that is associated with an extension and whose purpose is to supervise a call.
  • Page 36 A network used exclusively for the telecommunications needs of a particular customer. public network A network that can be openly accessed by all customers for local and long-distance calling. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...
  • Page 37 The manner in which trunks are selected to form wideband channels. work mode A function that an agent performs during the work shift. ACD work modes include AUX work, auto-in, manual-in, and ACW. June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...
  • Page 38 INVITE ................NOTIFY ................ PUBLISH ..............SUBSCRIBE ..............25 dedicated SIP trunk groups ..........11 multiple call handling (MCH) ..........27 denial events ................27 NOTIFY message ..............June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...
  • Page 39 .................. SIP phone buttons after-call ................22 agnt-login ..............22 agnt-logout ..............22 work mode buttons .............. aut-msg-wt ..............22 work mode changes ............23, auto-in ................22 aux-work ............... June 2019 Using 96X1 SIP agent deskphones with Call Center Elite Comments on this document? infodev@avaya.com...

This manual is also suitable for:

Aura 96x1

Table of Contents