Page 1 Avaya IP Agent Release 5.0 Installation and User Guide Issue 1.2 April 2005...
Page 2 Your Avaya-provided software applications, as well as their Link disclaimer underlying hardware/software platforms and interfaces Avaya Inc. is not responsible for the contents or reliability of any linked • Any other equipment networked to your Avaya products. Web sites and does not necessarily endorse the products, services, or Trademarks information described or offered within them.
Page 3: Table Of Contents
........Network compatibility Chapter 2: Installing Avaya IP Agent for PC-based configurations ..
Page 4 ....Upgrading CentreVu IP Agent V1.X to Avaya IP Agent R5 ....
Page 5 Configuring the Emergency Call Handling Service ..Administering the Avaya communication server for Emergency Call Handling ....Administering Avaya IP Agent for Emergency Call Handling .
Page 6 ..Configuring an extension for VuStats through the Avaya communication server ........
Page 7 ....Viewing a single set of VuStats information in Avaya IP Agent ........
Page 8 ........8 Avaya IP Agent Installation and User Guide...
Page 9: About This Information Product
About this information product This document, Avaya IP Agent Installation and User Guide, includes information that you need to know in order to install and use Avaya IP Agent. It also provides information on Avaya IP Agent features, basic operation, and administrative tasks.
Page 10: Related Documentation
About this information product Related documentation The following documents can help you configure your Avaya communication server for use with Avaya IP Agent: DEFINITY Enterprise Communications System Administrator’s Guide ● Administrator’s Guide for Avaya MultiVantage Software ● Administrator’s Guide for Avaya Communication Manager ●...
Page 11: Chapter 1: Introduction
Chapter 1: Introduction This chapter provides introductory and basic information about Avaya IP Agent. This chapter includes the following sections: What is Avaya IP Agent? on page 12 ● Avaya IP Agent configurations on page 17 ● Compatible telephone types for Avaya IP Agent on page 21 ●...
Page 12: What Is Avaya Ip Agent
Windows Terminal Services compatibility - Those contact centers that use Windows ● Terminal Services can now use a special version of Avaya IP Agent to facilitate usage of the Telecommuter configuration in that environment. Avaya Telephone-IP configuration - Using this new configuration, agents can use Avaya ●...
Page 13: Avaya Ip Agent Features
Avaya Telephone-DCP configuration - Using this new configuration, agents can use ● 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.
Page 14 Avaya Telephone-IP configuration - Agents using an IP telephone in the contact center ● can use Avaya IP Agent to shared control of the IP telephone and its feature. In this configuration, Avaya IP Agent logs in to the communication server, not the telephone as in the IP Telephone configuration.
Page 15 ● public or company information using the Lightweight Directory Access Protocol (LDAP). Screen Pops - Screen Pops can be initiated when a call is received or placed. Avaya IP ● Agent provides agents with the ability to display Web pages, start applications, or retrieve and display caller information from a database.
Page 16 Avaya communication servers can be distributed across multiple C-LAN circuit packs within a network region. This increases performance and reliability for all IP Endpoints. Application updates - This feature can be used to search for updates to Avaya IP Agent. ●...
Page 17: Avaya Ip Agent Configurations
Avaya IP Agent and the Avaya communication server has two channels, one for signaling (data) and one for voice. Avaya IP Agent controls the data flow while the iClarity IP Audio (an H.323 V2-compliant audio application) handles voice communications.
Page 18: Telecommuter Configuration
This configuration provides toll-quality audio and full telephony functionality through Avaya IP Agent. Agents make and receive calls through the Avaya IP Agent interface, and the voice path is sent to the specified telephone. What you need to know about the Telecommuter configuration...
Page 19: Ip Telephone Configuration
The IP Telephone configuration is similar to that of the Telecommuter configuration. Through IP Agent, agents can control an IP telephone, use the features of the telephone through the IP Agent interface, and take advantage of the regular IP Agent features.
Page 20: Avaya Telephone (Ip And Dcp) Configuration
● Avaya Telephone (IP and DCP) configuration The Avaya Telephone configuration allows you to use Avaya IP Agent as a direct interface to your extension. Unlike the Telecommuter configuration, you cannot use analog telephones or alternate extension numbers in this configuration. Also, there is no need to define a second extension on the Avaya communication server in this configuration.
Page 21: Compatible Telephone Types For Avaya Ip Agent
24 ● Supported telephone types Note: When you change telephone types for a station, you must restart Avaya IP Note: Agent for the change to take effect. The following table provides the telephone types that are available on the Avaya...
Page 22 ● Avaya Telephone-IP configuration requires Avaya Communication Manager 2.1 or later. 4624 48-character display ● Use of this telephone with the ● Avaya Telephone-IP configuration requires Avaya Communication Manager 2.1 or later. 22 Avaya IP Agent Installation and User Guide...
Page 23 Compatible telephone types for Avaya IP Agent Telephone model Communication Additional features platform 4630 320x240 pixel display ● Use of this telephone with the ● Avaya Telephone-IP configuration requires Avaya Communication Manager 2.1 or later. 6402D 32-character (2x16) display ●...
Page 24: Recommended Telephone Types
Introduction Recommended telephone types While Avaya IP Agent supports all of the telephone types listed in the previous table for the Road Warrior and Telecommuter configurations, the following types provide the most buttons and features, and an 80-character display: 606A1 ●...
Page 25: Network Compatibility
Avaya IP Agent provides support for several H.323-compatible firewalls and Virtual Private Networks (VPNs). For shim-based VPNs, you must use the Advanced tab in the Avaya iClarity IP Audio dialog boxes used for login to set an IPSec IP address, that is assigned by the VPN gateway and that is visible to the application on the personal computer.
Page 26 Introduction 26 Avaya IP Agent Installation and User Guide...
Page 27: Chapter 2: Installing Avaya Ip Agent For Pc-Based Configurations
Chapter 2: Installing Avaya IP Agent for PC-based configurations This section contains procedures and important information for installing and uninstalling Avaya IP Agent on a PC. This section includes the following topics: Prerequisites on page 28 ● Voice-over-IP considerations on page 33 ●...
Page 28: Prerequisites
● Personal computer software on page 31 ● CD-ROM contents The Avaya IP Agent CD-ROM contains the following items: Avaya IP Agent installation program ● Avaya IP Agent program files ● Documentation in PDF format - Adobe Acrobat® Reader 5.0 or later is required to ●...
Page 29: Avaya Communication Server
Prerequisites Avaya communication server The following table shows the Avaya communication servers that can be used with Avaya IP Agent: IP Endpoint CallMaster VI Avaya communication servers with Avaya communication servers with ● ● Avaya Communication Manager Avaya Communication Manager...
Page 30: Personal Computer Hardware
33 for more information regarding hardware resources. Hard disk space Avaya IP Agent requires a minimum of 30 MB. Avaya IP Agent can require more hard disk space, depending on the amount of data stored for the phone directory, call history, agent greetings, and screen pops.
Page 31: Personal Computer Software
Prerequisites For a list of the sound cards and headsets supported by Avaya IP Agent, use the Search feature on the Avaya support Web site at http://support.avaya.com Important: Important: Only the Road Warrior (VoIP) configuration supports the use of a Important: microphone through the personal computer.
Page 32 - Windows 2000 Professional with Service Pack 2 - Windows XP Professional with Service Pack 1 Important: Important: The integrated firewall of Windows XP must be disabled for Avaya iClarity IP Important: Audio to function. Microsoft Internet Explorer 5.5 or later ●...
Page 33: Voice-Over-Ip Considerations
If you experience problems with Avaya IP Agent Voice-over-IP telephony, you should ensure that network and personal computer resources are adequate for the tasks being performed.
Page 34: Troubleshooting Voice-Over-Ip
These include speech processing. If you are experiencing problems with Voice-over-IP communications with Avaya IP Agent, Avaya recommends using a system with higher specifications for the following items. Processor speed ●...
Page 35 General e-mail ● Low demand - A low-demand system is a personal computer that rarely uses any applications apart from Avaya IP Agent. The following list presents some examples of activities and applications that are used in a low-demand system: Text e-mail ●...
Page 36: Interactive Installation
● Distributed installation information If you want to install Avaya IP Agent on personal computers that are not equipped with a CD-ROM drive, you can copy the contents of the CD-ROM to a network location using another personal computer. Running the install program from the network does not alter the installation procedure.
Page 37: Before You Begin
Interactive installation Before you begin Before you attempt to install Avaya IP Agent, ensure that you do the following tasks: Close all applications. ● Insert the Avaya IP Agent CD-ROM in the CD-ROM drive. ● Read the readme.txt file in the root directory of the Avaya IP Agent CD-ROM.
Page 38 5. Select one of the following options: Important: Important: If you are reinstalling Avaya IP Agent, the Endpoint previously configured on Important: the personal computer is selected by default. IP Endpoint - Use this option for LAN and dial-up connections.
Page 39 The installation program displays the Choose Destination Location window. 10. If you want to install Avaya IP Agent in a folder other than the default, click the Browse button in the Destination Folder dialog box and select a new location.
Page 40 ● Folders field. Enter a different folder name in the Program Folders field. ● Select an existing folder in the Existing Folders field in which to install the Avaya IP ● Agent Start menu shortcuts. 16. Select the Next button.
Page 41 Avaya IP Agent R5. Create a new area with a new configuration file. 17. If you want to use the software update feature to search for patches and updates for Avaya IP Agent on your internal network, place a check mark in the Enable software update using HTTP check box.
Page 42 Installing Avaya IP Agent for PC-based configurations 25. Select the check box provided in the View the Release Information File window to view the latest information for Avaya IP Agent that was not available to be included in this document.
Page 43: Silent Installation
The silent installation feature allows you to record a script, called a response file, that contains the options you select in a normal installation. After the response file has been created, it can be used with the installation program to set up Avaya IP Agent on PCs without any user interaction.
Page 44: Command-Line Parameters
Creating the silent installation response file To record a response file for silent installation: 1. Insert the Avaya IP Agent CD-ROM in the CD-ROM drive. The Avaya IP Agent installation program starts. 44 Avaya IP Agent Installation and User Guide...
Page 45: Running A Silent Installation
5. Using the Command Prompt window, navigate to the location where you copied the Avaya IP Agent \Setup folder. Use the drive letter (x:) and change directory (cd) commands to change to that location. If you are unfamiliar with command-line usage, see the Windows online help that is located on your Start menu and search for Command Reference.
Page 46 If you need to specify a response file other than setup.iss, add the /f1 parameter with the location and filename of the response file. Avaya IP Agent is installed without any notification on the target PC. By default, a log file is created where Setup.exe is located. If you need to specify a different location for the log file, use the /f2 directory\filename parameters in conjunction with the /s parameter.
Page 47: Upgrades And Reinstallation
Upgrading CentreVu IP Agent V1.X to Avaya IP Agent R5 This section provides information on upgrading CentreVu IP AgentV1.X to Avaya IP Agent The installation procedure for upgrading to Avaya IP Agent is the same as listed in Interactive installation on page 36 except for the following: You cannot change the installation directory for Avaya IP Agent.
Page 48: Upgrading Centrevu Ip Agent V2 To Avaya Ip Agent R5
The installation procedure for upgrading to Avaya IP Agent is the same as listed in Interactive installation on page 36 except for the following: All data and settings used in Avaya IP Agent V3 and R4 are migrated to Avaya IP Agent ● 48 Avaya IP Agent Installation and User Guide...
Page 49: Upgrading Centrevu Agent To Avaya Ip Agent R5
● CentreVu Agent must be uninstalled before Avaya IP Agent can be installed. This ● uninstall will be initiated during the installation of Avaya IP Agent and will be carried out upon receiving your confirmation. Reinstalling Avaya IP Agent R5 This section provides information for reinstalling or upgrading to a later release of Avaya IP Agent R5.
Page 50: Uninstalling Avaya Ip Agent
You can uninstall Avaya IP Agent using the Windows Add/Remove Programs feature. Read-only folders that are shared with other applications are not removed. If you have added any files or directories to the Avaya IP Agent installation directory, those files will not be removed.
Page 51 Uninstalling Avaya IP Agent No - Selecting this option removes all Avaya IP Agent user data from the personal ● computer. When the uninstall process is complete, a window containing a successful message is displayed. 7. Select the Finish button to complete the uninstall process.
Page 52 Installing Avaya IP Agent for PC-based configurations 52 Avaya IP Agent Installation and User Guide...
Page 53: Chapter 3: Installing Avaya Ip Agent For Windows Terminal Services
Contact centers that use Windows Terminal Services or Citrix MetaFrame XP can implement Avaya IP Agent to provide agents with enhanced call features and a computer telephone interface to their extension. Avaya IP Agent can be used only in the Telecommuter mode in this environment.
Page 54: Prerequisites
Installing Avaya IP Agent for Windows Terminal Services Prerequisites This section provides information on the necessary hardware and software for successful installation and use of Avaya IP Agent. This section contains the minimum or recommended requirements for the following: CD-ROM contents on page 54 ●...
Page 55: Server Hardware
Agent to run properly. Hard disk space Avaya IP Agent requires a minimum of 30 MB per user installation. Avaya IP Agent can require more hard disk space, depending on the amount of data stored for the phone directory, call history, and screen pops.
Page 56: Server Software
- Windows 2003 Server - Enterprise Edition Microsoft Internet Explorer 5.5 or later ● Note: Avaya IP Agent for Windows Terminal Services is also compatible with Note: Citrix® MetaFrame XP Release 3.2. 56 Avaya IP Agent Installation and User Guide...
Page 57: Installing Avaya Ip Agent On Windows Terminal Services
After you install Avaya IP Agent to each server, you must initialize the configuration for ● each user. Read the readme.txt file in the root directory of the Avaya IP Agent CD-ROM for any ● last-minute information. If you are upgrading Avaya IP Agent, ensure that you have obtained new licenses for ●...
Page 58 The installation program displays the Choose Destination Location window. 7. If you want to install Avaya IP Agent in a folder other than the default, click the Browse button in the Destination Folder dialog box and select a new location.
Page 59 Release Information File window is displayed. 17. Select the check box provided in the View the Release Information File window to view the latest information for Avaya IP Agent that could not be included in this document. 18. Select the Next button.
Page 60: Reinstalling Avaya Ip Agent For Windows Terminal Services
Installing Avaya IP Agent for Windows Terminal Services Reinstalling Avaya IP Agent for Windows Terminal Services If you reinstall Avaya IP Agent for Windows Terminal Services, the process is exactly as described in Installing Avaya IP Agent on Windows Terminal Services on page 57.
Page 61: Uninstalling Avaya Ip Agent For Windows Terminal Services
You can uninstall Avaya IP Agent using the Windows Add/Remove Programs feature. Read-only folders that are shared with other applications are not removed. If you have added any files or directories to the Avaya IP Agent installation directory, those files will not be removed.
Page 62 Installing Avaya IP Agent for Windows Terminal Services 62 Avaya IP Agent Installation and User Guide...
Page 63: Chapter 4: Configuring The Avaya Communication Server
DEFINITY Enterprise Communication Server (ECS) R10 ● DEFINITY Business Communications Server (BCS) and Guestworks R10 ● Before agents can receive calls with Avaya IP Agent, the Avaya communication server must be configured to support extension assignments, IP connectivity, telephone types, and other settings. Important:...
Page 64: Required Avaya Communication Server Circuit Packs
PPP connectivity over analog facilities. Multiple C-LAN circuit packs can be added to a system to increase TCP/IP capacity. This circuit pack provides data signaling over TCP/IP for Avaya IP Agent. It is used for the Telecommuter, IP Telephone, Avaya Telephone, and Road Warrior configurations where a data connection is made to the Avaya communication server.
Page 65: Documentation
Dual Tone Multi-Frequency (DTMF) detection, and conferencing. This circuit pack provides Voice-over-Internet Protocol (VoIP) for Avaya IP Agent. It is used for the Road Warrior, IP Telephone, and Avaya Telephone-IP configurations where a VoIP connection is made to the Avaya communication server.
Page 66: Validating Feature Access Codes
Validating Feature Access Codes This section provides the procedure for administering the Feature Access Codes (FACs) on an Avaya communication server. Feature Access Codes are used by Avaya IP Agent to give agents the ability to perform the following actions: Change the current work mode ●...
Page 67 Validating Feature Access Codes 4. Navigate to the call center portion of the feature-access-codes form. Non-EAS Avaya communication servers will display only a subset of the access code fields shown in the following figure. Note: The Feature Access Codes shown in the graphic are only an example and Note: do not need to be configured as such on your Avaya communication server.
Page 68: Road Warrior And Telecommuter Configurations
Configuring the Avaya communication server Road Warrior and Telecommuter configurations If you will be using Avaya IP Agent for Voice-over-IP through the PC (Road Warrior configuration) or using any telephone as your extension (Telecommuter configuration), this section provides the procedures and information for proper administration of your Avaya communication server.
Page 69 This number represents the total number of IP stations that can be connected to the Avaya communication server at one time. IP stations can consist of Avaya IP Agent, Avaya IP Softphone, and IP telephone sets.
Page 70: Configuring Station Settings
68 to verify that your Avaya communication server supports Avaya IP Agent and Feature Access Codes. To change settings on the Avaya communication server, you must have a user ID with the proper administrative permissions. If the station has not yet been created, you must create it using the add station command on the Avaya communication server.
Page 71 The Avaya communication server displays the change station form for the specified station. 3. In the Type field, enter the type of telephone that Avaya IP Agent will emulate. Avaya recommends using one of the following telephone types because of the number...
Page 72 5. Enter a number in the Security Code field that will be used as a password during the extension login to the Avaya communication server. If a security code is not entered, this station cannot log in to the Avaya communication server.
Page 73 13. On pages 3, 4, and 5 of the station administration forms, assign functions to each button that you want to appear in your Avaya IP Agent Phone Features window. You must assign the necessary agent work mode buttons that are used in your contact...
Page 74 Avaya IP Agent Drop feature. When this station is connected to the Avaya communication server, the assigned button functions are displayed in the Avaya IP Agent Phone Features window. You can find information on all available button functions in the documentation for your Avaya communication server.
Page 75: Callmaster Vi Configurations
CallMaster VI configurations CallMaster VI configurations If you use Avaya CallMaster VI telephones for your contact center agents, this section provides the procedures for configuring your Avaya communication server for compatibility with Avaya IP Agent. This section contains the following topics:...
Page 76: Configuring Station Settings
2. Enter display system-parameters customer-options. The SAT displays Page 1 of the system-parameters customer-options form. 3. If you are using Avaya CallMaster VI telephone sets with the 606A1 telephone type, you must ensure that the PC Application Software Translation Exchange (PASTE) feature is enabled.
Page 77 The Avaya communication server displays the change station form for the specified extension. 3. In the Type: field, enter 606A1. 4. In the Port: field, enter the number of the port providing the connection for the Avaya CallMaster VI telephone. 5. Navigate to Page 3 of the change station form.
Page 78 7. After you create a station and assign or modify buttons, you must perform a download for the Avaya CallMaster VI. Go to the personal computer connected to the Avaya CallMaster VI station and select Settings > Phone Configuration from the Avaya IP Agent menu bar.
Page 79: Ip Telephone And Avaya Telephone-Ip Configurations
IP Telephone and Avaya Telephone-IP configurations This section provides the procedures for configuring your Avaya communication server to function properly with Avaya IP Agent if you use Avaya IP telephones in your contact center. This section contains the following topics:...
Page 80 This number represents the total number of IP stations that can be connected to the Avaya communication server at one time. IP stations can consist of Avaya IP Agent, Avaya IP Softphone, and IP telephone sets.
Page 81: Configuring Station Settings
79 to verify that your Avaya communication server supports Avaya IP Agent and Feature Access Codes. To change settings on the Avaya communication server, you must have a user ID with the proper administrative permissions. If the station has not yet been created, you must create it using the add station command on the Avaya communication server.
Page 82 The Avaya communication server displays the change station form for the specified station. 3. In the Type field, enter the type of telephone that Avaya IP Agent will control. The station type must match that of the IP telephone. 4. Ensure that the Port field is set to IP.
Page 83 5. Enter a number in the Security Code field that will be used as a password during the extension login to the Avaya communication server. If a security code is not entered, this station cannot log in to the Avaya communication server.
Page 84 12. On pages 3, 4, and 5 of the station administration forms, assign functions to each button that you want to appear in your Avaya IP Agent Phone Features window. You must assign the necessary agent work mode buttons that are used in your contact...
Page 85: Avaya Telephone-Dcp Configurations
233 for information on configuring port ranges on both systems. The DCP telephone must be connected for Avaya IP Agent to register with the Avaya communication server. If the telephone is disconnected, registration through Avaya IP Agent will be denied. Conversely, if the DCP telephone is disconnected after registration has been made, Avaya IP Agent will be disconnected by the Avaya communication server.
Page 86 This number represents the total number of IP stations that can be connected to the Avaya communication server at one time. IP stations can consist of Avaya IP Agent, Avaya IP Softphone, and IP telephone sets.
Page 87: Configuring Station Settings
85 to verify that your Avaya communication server supports Avaya IP Agent and Feature Access Codes. To change settings on the Avaya communication server, you must have a user ID with the proper administrative permissions. If the station has not yet been created, you must create it using the add station command on the Avaya communication server.
Page 88 The Avaya communication server displays the change station form for the specified station. 3. In the Type field, enter the type of telephone that will be used with Avaya IP Agent. If this station possesses an expansion module, set the Expansion Module field to y.
Page 89 12. On pages 3, 4, and 5 of the station administration forms, assign functions to each button that you want to appear in your Avaya IP Agent Phone Features window. You must assign the necessary agent work mode buttons that are used in your contact center: Issue 1.1 August 2004...
Page 90 Avaya IP Agent Drop feature. When this station is connected to the Avaya communication server, the assigned button functions are displayed in the Avaya IP Agent Phone Features window. You can find information on all available button functions in the documentation for your Avaya communication server.
Page 91: Chapter 5: Using Enhanced Configuration Options
Chapter 5: Using enhanced configuration options This section provides information and procedures for configuring advanced features in a contact center that uses Avaya IP Agent. This section contains the following topics: Configuring the Emergency Call Handling Service on page 92 ●...
Page 92: Configuring The Emergency Call Handling Service
For Avaya Telephone-DCP and CallMaster VI configurations, this feature is Note: not configured through Avaya IP Agent. If an emergency call is dialed on a telephone while this configuration is in use, the emergency call is treated normally by the Avaya communication server.
Page 93: Administering Avaya Ip Agent For Emergency Call Handling
Configuring the Emergency Call Handling Service Administering Avaya IP Agent for Emergency Call Handling This section provides the procedure for configuring Avaya IP Agent to use the Emergency Call Handling Service. Before you begin The Avaya communication server to which you are connecting must have each extension properly configured for the Emergency Call Handling Service before this feature can be used through Avaya IP Agent.
Page 94 6. Select the OK button. 7. In the Login dialog box, select the Login button. Any calls to emergency services will show the selected telephone number. 94 Avaya IP Agent Installation and User Guide...
Page 95: Configuring Avaya Ip Agent For Vpn Configurations
If you are using a VPN, you may need to specify a local IP address for proper network communication. Set this address through the Login Settings dialog box. Note: Use of a VPN is not supported with Avaya IP Agent for Windows Terminal Note: Services.
Page 96 5. In the IP address field, enter the local IP address to be used by the VPN client. 6. Select the OK button. All subsequent login attempts to the Avaya communication server will cause this dialog box to be displayed.
Page 97: Installing The Quality Of Service Packet Scheduler
Avaya communication server must overlap the range of firewall ports specified in Avaya IP Agent by 100 ports. If these ranges do not overlap by 100 ports, QoS is not used by Avaya iClarity IP Audio and transmissions are done within the range of firewall ports.
Page 98 Windows displays the Select Network Service dialog box. 8. Select QoS Packet Scheduler. 9. Select the OK button. 10. Select the Close button in the Local Area Connection Properties dialog box. 11. Close the Network and Dial-up Connections window. 98 Avaya IP Agent Installation and User Guide...
Page 99: Configuring Alternate Gatekeeper On Avaya Communication Servers
Avaya communication server sends back the IP addresses of all C-LAN circuit packs defined in the same network region. Avaya IP Agent can use these addresses as alternatives if call signaling on the original C-LAN circuit pack fails.
Page 100: Configuring Server Load Balancing Across Gatekeepers
Load balancing is achieved by defining all of the IP addresses of the C-LAN circuit packs to be part of a network region on an Avaya communication server. After this has been completed, IP Endpoints registering with the Avaya communication server will be automatically assigned to the different C-LAN circuit packs in sequential order.
Page 101: Chapter 6: Running Avaya Ip Agent
Chapter 6: Running Avaya IP Agent This chapter explains how to begin using Avaya IP Agent. It contains the following sections: Starting Avaya IP Agent on page 102 ● Initializing IP Endpoint configurations on page 103 ● Initializing CallMaster VI configurations on page 112 ●...
Page 102: Starting Avaya Ip Agent
The Avaya IP Agent window is displayed. Although Avaya IP Agent is now running, your extension is not yet registered with the Avaya communication server. 4. If this is the first time that Avaya IP Agent is run, you must follow the procedure for your type of configuration:...
Page 103: Initializing Ip Endpoint Configurations
Initializing IP Endpoint configurations Initializing IP Endpoint configurations If you have performed a new installation of Avaya IP Agent for an IP Endpoint configuration, the Configuration Wizard is displayed when you first start Avaya IP Agent. The Configuration Wizard prompts you to enter the necessary configuration information for registering with an Avaya communication server and for Voice-over-IP audio performance.
Page 104 Remember password for next login session - Place a check mark in this check ● box if you do not want to enter your password each time you register with the Avaya communication server. If you are concerned with the possibility of unauthorized persons assuming this identity, leave this check box blank.
Page 105 If you select the I Disagree button, the Configuration Wizard will exit or, for Windows Terminal Services, return to a previous Configuration Wizard window. After you select I Agree, Avaya IP Agent displays the next window of the Configuration Wizard.
Page 106 Avaya Inc. is not responsible or liable for any damages resulting from misplaced emergency calls made from an Avaya endpoint. Your use of this product indicates that you have read this advisory and agree to use an alternative telephone to dial all emergency calls from remote locations.
Page 107 If you select the Road Warrior (Voice over IP) option, you will also need to specify the throughput available in the Bandwidth Setting field. Select the Help button for specific information about the different bandwidth settings. If you are using Avaya IP Agent for Windows Terminal Services, you can only select the Telecommuter option. Important:...
Page 108 Road Warrior (VoIP) Telecommuter Telecommuter / Road Warrior with multiple sound devices 19. In the Select a playback device field, select the appropriate device that Avaya IP Agent should use for audio output. 108 Avaya IP Agent Installation and User Guide...
Page 109 22. If you want to use agent greetings in the Telecommuter configuration, place a check mark in the Play greetings via Avaya Switcher II check box. Please note that this feature is not available in the Windows Terminal Services version of Avaya IP Agent.
Page 110 27. After setting the volume level, select the Next button. 28. If you selected the Avaya Switcher II feature, Avaya IP Agent displays a window for setting the microphone playback volume of this unit. If you did not enable this feature, proceed to the next step.
Page 111 30. If you are administering a Road Warrior configuration, set the microphone recording level. If you want Avaya iClarity IP Audio to automatically adjust the recording levels, select the top option. If you want to use a steady and consistent level of volume for recording, select the bottom option.
Page 112: Initializing Callmaster Vi Configurations
Running Avaya IP Agent Initializing CallMaster VI configurations If you have completed a new installation of Avaya IP Agent for a CallMaster VI configuration, the Select Communication Port window is displayed when you first start Avaya IP Agent. In the drop-down list box, select the communications (COM) port that is used to connect the PC to the Avaya CallMaster VI telephone.
Page 113: Registering With The Avaya Communication Server
Logging in as an agent (EAS) page 117. This section provides the procedure for registering with an Avaya communication server. This must be done so that you can use Avaya IP Agent for placing and answering calls in an IP Endpoint configuration. Before you begin...
Page 114 ● properties for your current location. 7. If you do not want to enter your password each time you register with the Avaya communication server, place a check mark in the Remember password for next login session check box. If you are concerned with the possibility of unauthorized persons registering as this extension, leave this check box blank.
Page 115: Registering While Using A Vpn
Registering while using a VPN If the VPN feature of Avaya IP Agent has been enabled through the Login Settings dialog box, the VPN Configuration In Effect dialog box is displayed during all subsequent login attempts to the Avaya communication server:...
Page 116 Running Avaya IP Agent When you have selected the appropriate option, press the OK button to continue the login process. 116 Avaya IP Agent Installation and User Guide...
Page 117: Logging In As An Agent (Eas)
After registering with the Avaya communication server, you can, as an extension, receive calls through Avaya IP Agent. However, to receive calls from a skill, you need to log in as an agent of that skill. This section provides the procedure for logging in to Avaya IP Agent as an agent.
Page 118 5. To leave the AUX-work mode, select either the Auto-In or Manual-In button. For more information about Auto-In and Manual-In work modes, see Selecting an agent work mode on page 128. You are now ready to begin receiving and making calls. 118 Avaya IP Agent Installation and User Guide...
Page 119: Logging In As An Agent (Non-Eas)
Expert Agent Selection (EAS) feature. Before you begin In order for an agent to be able to log in to a split, Avaya IP Agent must be configured to support a non-EAS Avaya communication server. To change the Avaya IP Agent configuration: 1.
Page 120 If you are logging in to a split that consists of only one or two digits, you may be required to place one or more zeros in front of the split number. This is dependent on the configuration of your Avaya communication server. See the documentation for your Avaya communication server.
Page 121: Logging Out Of Avaya Ip Agent
If the Avaya communication server has been configured to require logout reason codes, Avaya IP Agent displays a prompt in the status bar for entry of the reason code. 2. Enter your logout reason code through the keyboard or the Dial Pad.
Page 122: Exiting Avaya Ip Agent
To exit Avaya IP Agent and log out of the Avaya communication server: 1. After you have logged out as an agent, select File > Exit from the main window. The Avaya IP Agent main window closes and your extension is logged out of the Avaya communication server.
Page 123: Using Alternate User Interfaces
This interface uses the least amount of space, and is intended for agents using the Auto-In and Auto-answer features. Call-handling buttons, such as Transfer, Hold, and Release are present. Buttons for agent work modes and Avaya IP Agent features are not available in this interface.
Page 124: Mini Interface
When an agent is on a call, this interface is the largest of the alternate interfaces. It includes call-handling buttons, agent work modes buttons, and buttons used to access other Avaya IP Agent features, such as the Phone Directory and Call History window. Selecting an alternate interface This section provides the steps for selecting one of the three alternate user interfaces available with Avaya IP Agent.
Page 125: Accessing Features
Using alternate user interfaces Accessing features To access Avaya IP Agent features that are not represented by a button, click the Program Menu button on the far right side of the interface. A menu containing login and logout options, work modes, online help items, and features is displayed.
Page 126 Because the names of these menu items are derived from actual filenames, Note: these items will appear in English for international versions of Avaya IP Agent. To cause these menu items to appear in a specific language other than English, you must use a language-specific version of Windows and then rename the files as needed.
Page 127: Chapter 7: Avaya Ip Agent Basic Operations
Chapter 7: Avaya IP Agent basic operations This chapter contains information on the basic operations of Avaya IP Agent. This chapter includes the following topics: Selecting an agent work mode on page 128 ● Handling incoming calls on page 130 ●...
Page 128: Selecting An Agent Work Mode
Agents use this work mode to indicate that they cannot receive calls. Usually, this indicates that the agent is not in the proximity of the telephone because of meals, approved periods of inactivity, meetings, training, and so forth. 128 Avaya IP Agent Installation and User Guide...
Page 129: Changing Work Modes
● Selecting the associated work mode button on the agent toolbar - See Agent toolbar ● page 206. Selecting the work mode from the Avaya IP Agent System Tray icon - See System Tray ● icon on page 210. Selecting the work mode from the Agent menu in the main window - See Agent ●...
Page 130: Handling Incoming Calls
Avaya suggests that each contact center evaluate its configuration and instruct agents on the best way to answer calls with Avaya IP Agent. There are too many possible Avaya IP Agent configurations to list them in this document. The following are some suggested procedures on answering calls for different configurations.
Page 131: Telecommuter (Auto-Answer)
3. If there is another incoming call indicated on the screen, the agent should not hang up the telephone, but select the Answer button for the new call appearance on the Avaya IP Agent screen. The agent is then connected to the new call. The previous call is placed on hold.
Page 132: Road Warrior And Callmaster Vi
To answer a call for this configuration: 1. A caller places a call to the contact center and is routed to a specific extension. Avaya IP Agent displays a call appearance in a Call Information Panel (CIP) in the main window.
Page 133: Ip Telephone And Avaya Telephone
3. If there is another incoming call indicated on the screen, the agent should not hang up the telephone, but select the Answer button for the new call appearance on the Avaya IP Agent screen. The agent is then connected to the new call. The previous call is placed on hold.
Page 134: Holding A Call
Reconnecting to a call on hold To reconnect to a call that is currently on hold, select the Reconnect button on the appropriate CIP. Alternatively, you may re-select the Hold button in the main window. 134 Avaya IP Agent Installation and User Guide...
Page 135: Releasing A Call
Select the Release button that is located on the Phone Button toolbar. ● If you are using an Avaya CallMaster VI, press the Release button on the ● telephone. If you are using Telecommuter or IP Telephone configuration, you may hang up the ●...
Page 136: Dropping A Call
Use the Drop feature when you want to disconnect from a normal call or drop the last party added to a conference call. To drop a call, select the Drop button located on the Phone Button toolbar. You are then disconnected from the call and hear a dial tone. 136 Avaya IP Agent Installation and User Guide...
Page 137: Transferring A Call
If all of your call appearances are currently in use, you can transfer a call only to an ● existing call appearance, not to a new telephone number. If you enable the Abort Transfer or Abort Conference feature on your Avaya ● communication server, Avaya IP Agent cannot transfer or conference between active call appearances.
Page 138: Unsupervised Call Transfer
Use the Unsupervised Transfer feature to transfer an active call to another extension or telephone number by entering the number of the receiving party into a dialog box. Announcement of the call to the receiving party is not available in this mode. 138 Avaya IP Agent Installation and User Guide...
Page 139: Enhanced Call Transfer
To transfer a call using Unsupervised Transfer: 1. While you are on an active call, select Call > Transfer > Unsupervised Transfer. Avaya IP Agent displays the Unsupervised Transfer dialog box. 2. In the available field, enter the number to receive the current call.
Page 140 The caller is automatically put on hold, a new Call Information Panel (CIP) is displayed, a dial tone is heard, and Avaya IP Agent displays a confirmation dialog box. If you need to enter digits, such as answering prompts, use the number pad on the right side of this dialog box.
Page 141: Conferencing Calls
Conferencing calls Conferencing calls This section provides information and procedures for conferencing multiple calls together so that all parties can communicate simultaneously. This section contains the following topics: Basic Conference on page 141 ● Enhanced Conference on page 143 ● Note: If all of your call appearances are currently in use, you can conference only Note:...
Page 142 Select the Release button associated with the party that was going to be added to ● the conference. Return to the held call by selecting the Reconnect button on the associated CIP. ● 142 Avaya IP Agent Installation and User Guide...
Page 143: Enhanced Conference
To add a party to a current call, perform the following steps: 1. While you are on an active call, select Call > Conference > Enhanced Conference. Avaya IP Agent displays the Enhanced Conference dialog box. One call appearance More than one call appearance...
Page 144 The current call is automatically placed on hold, a new CIP is displayed, a dial tone is heard, and Avaya IP Agent displays a confirmation dialog box. If you need to enter digits, such as answering prompts, use the number pad on the right side of this dialog box.
Page 145 Conferencing calls Example: If you added three parties to the call, the CIP displays CONFERENCE 3. Any person on the conference call can hang up at any time. 7. To disconnect the last person added to the conference call, select the Drop button. 8.
Page 146: Handling Outgoing Calls
Telephone numbers are not duplicated in the list, so if the last ten calls are to the same number, the number is displayed only once in the list. Only those calls with valid telephone numbers are added to the list. 146 Avaya IP Agent Installation and User Guide...
Page 147: Using The Phone Directory
To make a call using the Recent Calls list: 1. Select the down arrow next to the Call History button. Avaya IP Agent displays a list of previously dialed and received numbers. 2. Select the number you want Avaya IP Agent to dial.
Page 148: Menu Bar
Export - This item exports the Phone Directory to a comma-separated value file ● (.CSV) Note: The entries for the comma-separated values are listed below in the order Note: that they are displayed: Name ● Address ● Email ● Business ● Business Fax ● 148 Avaya IP Agent Installation and User Guide...
Page 149 Access Protocol (LDAP) service. Entries can be added to the Phone Directory from the Search Public Directory window. For more information on this feature, see Using a Public Directory with Avaya IP Agent on page 167. Close - Selecting this item closes the Phone Directory window.
Page 150 This dialog box also allows editing of that information. Press the Enter key or double-click the mouse to initiate a call to a contact. ● Press Alt + Enter to display all information for the selected contact. ● 150 Avaya IP Agent Installation and User Guide...
Page 151: Administering And Using Speed Dial
Steps for assigning a Speed Dial number To assign a telephone number in the Phone Directory to the Speed Dial list: 1. In the Avaya IP Agent main window, select Tools > Phone Directory. Avaya IP Agent displays the Phone Directory dialog box.
Page 152 4. Place a check mark in the Speed Dial check box next to the telephone number that you want to use as a Speed Dial number. Avaya IP Agent displays the Speed Dial Function Keys dialog box. 5. If you want to have the telephone number for this Phone Directory entry available when a function key, such as F2, F3, ..., F8, is pressed, select the Assign this...
Page 153: Abbreviated Dial Button
Handling outgoing calls Using a Speed Dial number To select a Speed Dial number: 1. Select the down arrow next to the Phone Directory button in the Avaya IP Agent main window. Avaya IP Agent displays the Speed Dial Numbers list.
Page 154 The button label for an Abbreviated Dial is a number, whereas the button label for an autodial button is the word autodial plus the number. This difference is shown in the following table: Abbreviated Dial Autodial 51008 autodial 51008 154 Avaya IP Agent Installation and User Guide...
Page 155: Chapter 8: Agent Greetings
● endpoints using the Road Warrior configuration. The Telecommuter configuration can support agent greetings if you use an Avaya Switcher II headset. The IP Telephone and Avaya Telephone configurations do not support agent greetings. Agent greetings are stored in different locations, depending on your current Avaya IP ●...
Page 156 Agent Greetings If you are using the Avaya Switcher II headset, you must run the Audio Tuning Wizard ● and enable the Play greetings via Avaya Switcher II check box. You must then close and restart Avaya IP Agent for Agent Greetings to appear in the Tools menu.
Page 157: Creating Agent Greetings
1. Change to an inactive agent mode, such as Auxiliary Work or After Call Work, to prevent interruptions from incoming calls when you are recording your greeting. 2. From the Avaya IP Agent main window menu bar, select Tools > Agent Greetings. Avaya IP Agent displays the Agent Greetings window.
Page 158: Setting The Active Agent Greeting
Alternate method If you have the Agent Greetings toolbar displayed in the Avaya IP Agent main window, you can use the mouse to click the agent greetings button and, from the resulting menu, select a different agent greeting.
Page 159: Setting Activation Criteria For Agent Greetings
Steps for setting agent greeting activation criteria To set the activation criteria for an Agent Greeting: 1. From the Avaya IP Agent main window menu bar, select Tools > Agent Greetings. Avaya IP Agent displays the Agent Greetings window. 2. Highlight the agent greeting to modify by clicking on the name.
Page 160: Deleting Agent Greetings
Steps for deleting an agent greeting To delete an existing agent greeting: 1. From the Avaya IP Agent main window menu bar, select Tools > Agent Greetings. Avaya IP Agent displays the Agent Greetings window. 2. Highlight an agent greeting in the list by clicking on the name.
Page 161: Chapter 9: Using Vustats
The VuStats window of Avaya IP Agent displays any VuStats buttons that have been assigned to the extension by the communication server administrator. Using Avaya IP Agent, you will be able to specify how long the program monitors each transmission of VuStats information before it moves to the next one.
Page 162: Configuring An Extension For Vustats Through The Avaya Communication Server
For an Avaya IP Agent extension to display VuStats information, the following configurations on the Avaya communication server must be done: The extension must be assigned as a telephone type that has a display. Avaya ● recommends the 8434D or 606A1 telephone types for Road Warrior and Telecommuter configurations.
Page 163: Viewing A Single Set Of Vustats Information In Avaya Ip Agent
Phone Display panel of the Avaya IP Agent main window. Before you begin To view VuStats information in the main window of Avaya IP Agent, you must ensure that the Phone Display panel is visible. Select the View menu from the main menu and verify that a check mark next to the Phone Display menu item is present.
Page 164: Adjusting Intervals For Monitoring Vustats
To change the periods of time used in the VuStats Monitor window: 1. Start the VuStats Monitor. 2. Click the Refresh Rate button on the toolbar of the VuStats Monitor window. Avaya IP Agent displays a menu with the following time intervals: 10 seconds ●...
Page 165 Adjusting intervals for monitoring VuStats 4. Click the Display Interval button on the toolbar of the VuStats Monitor window. Avaya IP Agent displays a menu with the following time intervals: 5 seconds ● 10 seconds ● 5. Select the interval that should pass before focus is changed from one line of display to the next line.
Page 166 Using VuStats 166 Avaya IP Agent Installation and User Guide...
Page 167: Chapter 10:Using A Public Directory With Avaya Ip Agent
Important: Avaya IP Agent does not support the enhancements available in LDAP v3. If Important: you use an LDAP v3 Public Directory service, you must use Avaya IP Agent as an LDAP v2 client. This section includes the following topics:...
Page 168: Defining A Public Directory Service
Using a Public Directory with Avaya IP Agent Defining a Public Directory service So that you can search for information on a Public Directory (LDAP) server by using Avaya IP Agent, a definition of the service must first be created and configured.
Page 169 Maximum number of entries returned per search: 200 ● 5. After entering all necessary information, select the OK button. Avaya IP Agent adds this Public Directory to the list of available services and closes the Directory Properties dialog box. Issue 1.1 August 2004...
Page 170: Searching A Public Directory
Steps for searching a Public Directory To search a Public Directory service: 1. In the Avaya IP Agent menu bar, select Tools > Search Public Directory. Avaya IP Agent displays the Search Public Directory dialog box. 2. To select the Public Directory service to use, start by clicking the Directory Menu button.
Page 171 6. In the field to the right of the label, enter a string to search for within the selected data field and press the Enter key. Avaya IP Agent sends the query to the Public Directory service, receives the data, and displays it in the Search Public Directory window.
Page 172 This could include entries such as John, but also entries such as Joseph Brown. 7. Right-click on an entry in the set of resulting data. Avaya IP Agent displays a pop-up menu for the entry. 8. Select an action from the following table: If...
Page 173: Selecting The Fields To Display And The Order
Selecting the fields to display and the order Selecting the fields to display and the order Avaya IP Agent allows you to select which fields from the Public Directory service will be displayed in the Search Public Directory window. Steps for displaying Public Directory fields...
Page 174 Using a Public Directory with Avaya IP Agent 4. After the necessary fields have been highlighted, select the right arrow button (>) to move the selected fields to the Show fields in this order list box. The left arrow button (<) will remove the highlighted field from the Show fields in this order list box.
Page 175: Identifying Multiple Telephone Number Fields
When multiple telephone numbers are identified in Avaya IP Agent, the Call feature of the Search Public Directory window will ask you to select which of these numbers you want to call.
Page 176 Using a Public Directory with Avaya IP Agent 5. Select the OK button. 176 Avaya IP Agent Installation and User Guide...
Page 177: Deleting A Public Directory Service
4. Once again, click the Directory Menu button. Avaya IP Agent displays Directory Menu. 5. From the Directory Menu, select Remove. Avaya IP Agent deletes the active Public Directory service from Avaya IP Agent and sets the first remaining service as active. Issue 1.1 August 2004...
Page 178 Using a Public Directory with Avaya IP Agent 178 Avaya IP Agent Installation and User Guide...
Page 179: Chapter 11: Screen Pops
Chapter 11: Screen pops Screen pops are used to start an application or interface when an incoming call is received by Avaya IP Agent or when an outgoing call is placed. Screen pops are most useful for the following actions: Starting an application so that the agent can enter customer or critical information ●...
Page 180 User-to-User Information (UUI) is a unique identifier that is added to an incoming call ● through an external application, such as Avaya ASAI. To pass UUI, the Avaya communication server must have the Display UUI Information feature enabled. Additionally, the UUI feature does not support user-defined languages. This feature is only available for incoming calls, and it requires that a uui-info button is administered for the extension receiving the call.
Page 181: Creating A Windows Application Screen Pop
Steps for creating an application screen pop To create a Windows screen pop: 1. From the menu bar of the Avaya IP Agent window, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. Select File > New.
Page 182 Screen pops 5. Select the Next button. Avaya IP Agent displays the Screen Pops - Trigger window. 6. Select the appropriate call condition from the following table: If... Then... This screen pop should be run for Select one of the following options to...
Page 183 8. Select the Next button. Avaya IP Agent displays the Screen Pop - Action window. 9. In the field provided, enter one of the following: A Uniform Resource Locator (URL) address - This refers to a Web page. This could ●...
Page 184 UUI (%u) - Passes User-to-User-Information that was collected by the Avaya ● communication server from a centralized application. Start Time (%s) - Passes the time when the telephone call was received by Avaya ● IP Agent Date (%d) - Passes the current date when the telephone call is received by Avaya ●...
Page 185 Next button on the Testing window. Avaya IP Agent displays the Setup Completed window. 15. Select the Finish button. Avaya IP Agent saves this screen pop and displays it in the Screen Pops window. Issue 1.1 August 2004...
Page 186: Creating A Dde Screen Pop
Steps for creating a DDE screen pop To create a DDE screen pop: 1. From the menu bar of the Avaya IP Agent window, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. Select File > New.
Page 187 Select one of the following options to incoming calls indicate when it should start: Ringing - The screen pop starts ● when Avaya IP Agent receives an incoming call. Answered - The screen pop starts ● when an incoming call has been...
Page 188 Execute command or Data fields to specify information for Avaya IP Agent to retrieve from the telephone call and pass to the DDE conversation. The information that may be available for retrieval from a call are:...
Page 189 UUI (%u) - Passes User-to-User-Information that was collected by the Avaya ● communication server from a centralized application. Start Time (%s) - Passes the time when the telephone call was received by Avaya ● IP Agent Date (%d) - Passes the current date when the telephone call is received by Avaya ●...
Page 190 Screen pops 14. Select the Finish button. Avaya IP Agent saves this screen pop and displays it in the Screen Pops window. 190 Avaya IP Agent Installation and User Guide...
Page 191: Setting The Active Screen Pop
Steps for setting an active screen pop To set the active screen pop: 1. From the Avaya IP Agent main window menu bar, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. In the Name column, place a check mark next to the screen pops to use for all subsequent telephone calls.
Page 192: Modifying A Screen Pop
Steps for modifying a screen pop To modify a screen pop: 1. From the Avaya IP Agent main window menu bar, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. Choose the screen pop that you want to modify and double-click it.
Page 193: Deleting A Screen Pop
Steps for deleting a screen pop To delete a screen pop: 1. From the Avaya IP Agent main window menu bar, select Tools > Screen Pops. Avaya IP Agent displays the Screen Pops window. 2. Highlight the screen pop to be deleted by clicking on it.
Page 194 Screen pops 194 Avaya IP Agent Installation and User Guide...
Page 195: Chapter 12:Dialog Reference
Chapter 12:Dialog Reference This section provides descriptions of the graphical interfaces used in Avaya IP Agent and their basic functionality. Only those interfaces not described through other sections of this document are described here. This section contains the following topics:...
Page 196: Main Window And Menus
This window is also used to access all the features found in Avaya IP Agent. This section defines all of the items available in the Avaya IP Agent menus. Some menus and menu items are available only when they are valid for your current configuration. For example, the Call menu is not available in an IP Endpoint configuration when a call is not currently active.
Page 197: File Menu
Export Settings - Selecting this menu item saves the settings from this installation of ● Avaya IP Agent to a file. This file can then be re-imported to this personal computer or to another personal computer with Avaya IP Agent.
Page 198: Edit Menu
- Call Center features - Telephone button labels - Audio settings - Speed-dial settings Exit - Selecting this menu item closes Avaya IP Agent after making the necessary ● logouts for the agent and the extension. Edit menu The following items are available on the Edit menu: Cut - Removes any highlighted text in the Number field and places it on the Windows ●...
Page 199 6400-series telephones must have a Drop button administered on the Avaya Important: communication server in order for the Drop feature in the Avaya IP Agent window or menus to function properly. Hold - Places a call on hold until you can return to it. While the call is on hold, you can ●...
Page 200: View Menu
Phone Features window. When you select a folder on this toolbar, a list is displayed with all of the available features that are currently assigned to that folder. 200 Avaya IP Agent Installation and User Guide...
Page 201 Status Bar - Enabling this item displays the Status Bar at the bottom of the Avaya IP ● Agent main window. The Status Bar displays different types of information, such as current activity, notification of voice messages, the state of Avaya IP Agent, and tooltips.
Page 202: Tools Menu
Screen Pops - Selecting this item displays the Screen Pops window, which lists all the ● screen pops that are defined on this personal computer. See Screen pops on page 179 for more information. 202 Avaya IP Agent Installation and User Guide...
Page 203: Audio Menu
Agents, with the proper access permissions, can manage the greetings from this window. This item is available only for the Road Warrior (VoIP) and Avaya CallMaster VI configurations. See Agent Greetings on page 155 for more information.
Page 204: Toolbars
Avaya CallMaster VI unit. Help menu The following items are available on the Help menu: Contents - Selecting this item displays the table of contents for Avaya IP Agent online ● help. About Avaya IP Agent - Selecting this item displays the About dialog box which ●...
Page 205 Main window and menus and tools. Toolbars can be added or removed from the main window by selecting each one in the View menu on page 200. This section contains the following topics: Toolbar locations on page 205 ● Phone buttons toolbar on page 205 ●...
Page 206 Search Public Directory window ● Agent toolbar The Agent toolbar provides buttons for agent login and logout, as well as agent work modes for Avaya communication servers with Expert Agent Selection (EAS). 206 Avaya IP Agent Installation and User Guide...
Page 207 Phone features toolbar The Phone features toolbar can display one or more folders from the Phone Features window. When you click a button in this toolbar, Avaya IP Agent displays a list of the items contained within the associated folder.
Page 208 The Headset toolbar contains a button used to toggle the headset or handset on and off hook. Note: If this station has been set as a 606A1 phone type on the Avaya Note: communication server, this button may not function properly in the Telecommuter configuration.
Page 209: Information Panels
This section contains descriptions and information on the areas of the main window that display information to the user. There are three different types of panels in Avaya IP Agent, which are described in the following topics: Call Information Panel on page 209 ●...
Page 210: System Tray Icon
If you are not logged in as an agent, the work mode entries in this menu will not be displayed. Placing calls through the System Tray icon You can use two methods to place a call using the Avaya IP Agent System Tray icon: Highlight dialing - Highlight a telephone number in any application. Then, when you ●...
Page 211 Copy, that number is saved to the Windows clipboard. Then, if you right-click the Avaya IP Agent System Tray icon, the top item of the resulting pop-up menu will display the telephone number that you copied to the clipboard.
Page 212: Avaya Ip Agent Option Dialogs
Dialog Reference Avaya IP Agent option dialogs Use the Program Options dialog box to configure the many feature areas of Avaya IP Agent. Select Tools > Program Options... to display this dialog box. This section contains descriptions for the following panels of the Program Options dialog...
Page 213: General Settings Panel
It will use the information that was last used for a successful registration with the Avaya communication server. Enable support for auto-answer - When this check box is enabled, Avaya IP Agent ● automatically connects an incoming call without requiring the agent to pick up the handset or select the Answer or headset buttons on the main window.
Page 214 Avaya IP Agent compares the current version of the application against the version listed in the configuration file. If the version in the configuration file is later than the version of Avaya IP Agent being used on the PC, Avaya IP Agent reads the location specified in the PathToUpdate entry.
Page 215: Acd Agent Panel
- The Address entry is optional. This entry is used by Avaya IP Agent to send information to a Web page following an upgrade. This information can then be viewed by an administrator to determine which personal computers have applied the latest Avaya IP Agent update.
Page 216: Call Handling Panel
Prompt for agent ID and password during agent login - When this check box is ● enabled, Avaya IP Agent displays a dialog box when an agent requests a login to the Avaya communication server. The dialog box prompts the agent for agent ID and password.
Page 217: Call History Panel
Call History panel The Call History panel contains the following items: Log incoming calls - When this check box is enabled, Avaya IP Agent makes a record ● of all calls received at this station in the Call History log.
Page 218: Call Information Display Panel
Enter the size of the font to be used to display call information on Call Information ● Panel - Use this field to select the point size of the font that Avaya IP Agent uses to display call information in the Call Information Panel on the main window.
Page 219: Database Options Panel
The Database Options panel contains the following items: Directory: - This field displays the current location of the database (Agent.mdb) that ● Avaya IP Agent uses to store the entries for the Call History log and the Phone Directory. Note:...
Page 220: User Interface Options Panel
User Interface Options panel The User Interface Options panel contains the following items: Always display the main window on top - When this check box is enabled, Avaya IP ● Agent always appears in the foreground of your Windows desktop, in front of all other application windows.
Page 221: External Number Format Panel
Dial plans of more than five digits are available only through MultiVantage or Communication Manager systems. When this check box is enabled, Avaya IP Agent treats a dialed number consisting of seven digits as an internal extension.
Page 222: Event Logging Panel
Dialog Reference Event Logging panel The Event Logging panel contains the following items: Enable logging for IP Agent - When this check box is enabled, all associated program ● activity is recorded. Avaya support personnel use this information to determine the cause of any problems with Avaya IP Agent.
Page 223: Greetings Options Panel
Avaya IP Agent option dialogs Greetings Options panel The Greetings Options panel contains the following items: Location field - This field displays the path where Avaya IP Agent stores agent greetings ● for the Road Warrior, Telecommuter (with Avaya Switcher II), and CallMaster VI configurations.
Page 224: Voice Message Number Panel
Dial this number - Select this option and provide a telephone number or extension to ● dial in the associated field. When you click the icon, Avaya IP Agent dials the number in this field. Use Application - Select this option and provide the path and filename of an executable ●...
Page 225: Phone Settings Panel
Phone Settings panel Note: The Phone Settings panel is only visible for CallMaster VI configurations. Note: The Phone Settings panel contains the following items: Headset Off - Select this button to deactivate the CallMaster headset. When the headset is ● deactivated, you cannot use it for calls.
Page 226: Feature Access Panel
Avaya IP Agent for these restrictions to take effect. The Feature Access panel contains the following items: Feature List - Each of the Avaya IP Agent areas listed in this box can be protected from ●...
Page 227 The Event Logging panel is always available, even if you have restricted Note: access to all features. In this manner, agents can activate logging without administrator intervention. You should need to record event logs only if they are requested by Avaya technical support personnel. Issue 1.1 August 2004...
Page 228: Login Settings Dialog Box
Use the Login Settings dialog box to specify the necessary data for Road Warrior, Telecommuter, IP Telephone, and Avaya Telephone configurations. This dialog box is accessed by pressing the Settings button on the Login window that is used to register with an Avaya communication server.
Page 229: Login Tab
Login Settings dialog box Login tab The Login tab of the Login Settings dialog box contains the following controls: Extension - The extension number used in conjunction with Avaya IP Agent. ● Password - The numeric password associated with the specified extension number.
Page 230: Call Server Tab
Alternate Server Addresses list. Removing an Avaya communication server from the list in this manner affects only the current Avaya IP Agent session. If you log off from the Avaya communication server or shut down Avaya IP Agent and then reconnect, this list of alternate server addresses is again refreshed from the list kept on the Avaya communication server.
Page 231: Audio Tab
Internet Protocol and that voice communications are conducted through a telephone. This is the only option available for the Windows Terminal Services version of Avaya IP Agent. Telephone at - Enter or select the telephone number through which voice ●...
Page 232: Emergency Tab
Emergency tab The Emergency tab of the Login Settings dialog box contains the following controls: Enable Emergency Call Handling feature - When this check box is enabled, Avaya IP ● Agent notifies the Avaya communication server that this endpoint supports this feature and that emergency calls placed from this endpoint should transmit the specified telephone or extension number to emergency services.
Page 233: Advanced Tab
Choose from the following port range to communicate with the server - When this ● check box is enabled, Avaya iClarity IP Audio will use the port range that you specify in the associated fields. This feature is used to restrict the Avaya iClarity IP Audio to a limited range of ports with which to communicate through a network firewall.
Page 234 It is important that the intersection of the audio port ranges set for Avaya iClarity IP Audio and for the Avaya communication server overlap by at least 100 ports. In the event that the overlap is less than 100, the range reported by the Avaya communication server is ignored.
Page 235: Agent Greetings Settings
Agent Greetings settings Agent Greetings settings The Agent Greetings dialog boxes are used to configure a single agent greeting. Through these settings, you configure the criteria that will cause this agent greeting to be played. This section contains the following topics: Greeting Description settings on page 235 ●...
Page 236: Ani Settings
Auto-play only for this ANI field. The field at the bottom of this dialog box displays the current settings and how those settings are applied in the comparison of an ANI string. 236 Avaya IP Agent Installation and User Guide...
Page 237: Vdn Settings
VDN settings The VDN dialog box contains the following controls: Auto-play only for this VDN - When this check box is enabled, this agent greeting is ● played if the VDN on which the call is received matches the numeric string in the associated field to the right of this check box.
Page 238: Prompted Digits Settings
The field at the bottom of this dialog displays the current settings and how those settings are applied in the comparison of the string of prompted digits. 238 Avaya IP Agent Installation and User Guide...
Page 239: Audio Settings
Audio settings Audio settings This section provides descriptions of the Audio Options and Audio Tuning Wizard dialog boxes. Both of these dialog boxes are available for Road Warrior (VoIP) configurations. The Telecommuter configuration uses only the Audio Tuning Wizard dialog box. This section contains the following topics: Audio Options dialog box on page 239...
Page 240 This option button is disabled if the Audio Tuning Wizard identified a full-duplex sound card in your personal computer. If you are using Avaya IP Agent in the Road Warrior (VoIP) configuration, it is highly recommended that you use a full-duplex sound card for maximum audio quality.
Page 241: Audio Monitor Dialog Box
1 and 100. You should use the lowest possible value that eliminates the quality problems. Increase the value by 1 until the problem no longer occurs. Always use this value - Enable this check box if you do not want Avaya iClarity IP ●...
Page 242: Volume And Ringer Settings Dialog Box
If your personal computer does not have an internal speaker, this option will have no effect. 242 Avaya IP Agent Installation and User Guide...
Page 243: Audio Tuning Wizard
Audio settings Audio Tuning Wizard The Audio Tuning Wizard is a feature that detects the hardware and software settings for your personal computer. It will also have you test the levels for your microphone and speakers for optimum performance. See Initializing IP Endpoint configurations page 103 for information and descriptions for the Audio Tuning Wizard interface.
Page 244 Dialog Reference 244 Avaya IP Agent Installation and User Guide...
Page 245: Appendix A: Shortcut Keys
For example, to place a call on hold, you can press Ctrl + H. Some of the most commonly used shortcut keys are shown in this section. In order for shortcut keys to work as documented, the Avaya IP Agent window must have focus as the current application. Issue 1.1 August 2004...
Page 246: Shortcut Key Functions
Shortcut keys Shortcut key functions This section contains the shortcut keys that can be used when the Avaya IP Agent is the currently selected window on your desktop. These shortcut keys are divided into the following categories: Call features on page 246 ●...
Page 247: Avaya Ip Agent Features
Alt + D Display the Search Public Directory window Alt + S Display online help Exit Avaya IP Agent or close the current active window Alt + F4 View the Properties of the selected item in the Search Alt + Enter Public Directory, Screen Pops, or Phone Directory windows.
Page 248 Shortcut keys To... Press... Copy the selected text to the clipboard Ctrl + C Paste clipboard contents to the selected area Ctrl + V 248 Avaya IP Agent Installation and User Guide...
Page 249: Appendix B: Language Support
Appendix B: Language support This section contains quick reference information for supported languages. Issue 1.1 August 2004...
Page 250: Untranslated Components
Language support Untranslated components The following Avaya IP Agent components are provided only in English: Installation ● Event log ● Avaya IP Agent internal files ● Shortcut keys ● readme.txt file ● Uninstall program ● 250 Avaya IP Agent Installation and User Guide...
Page 251: Supported Languages For Avaya Ip Agent
Chinese (Simplified) ● The English version of Avaya IP Agent can be installed on supported operating systems using the languages specified above. Other language versions of Avaya IP Agent can be installed only on supported operating systems using that language. For example, the German version of Avaya IP Agent can be installed only on supported operating systems using German.
Page 252 Language support 252 Avaya IP Agent Installation and User Guide...
Page 253: Appendix C: Troubleshooting
Appendix C: Troubleshooting This section contains information used for troubleshooting problems with Avaya IP Agent. It is divided into the following topic areas so that it is easy for you to locate the information that you need: Login on page 254 ●...
Page 254: Login
Troubleshooting Login This section lists those problems associated with registering with the Avaya communication server and logging in as an agent. Problem What to do Cannot register with the Avaya Check for a valid configuration: communication server. Avaya IP Agent has limited support for ●...
Page 255 Enable support for auto-answer in the Program Options for Avaya IP Agent. After changing this setting in Avaya IP Agent, you must restart Avaya IP Agent for the change to take effect. Issue 1.1 August 2004...
Page 256 Program Options dialog for Avaya IP Agent is activated. If you are using Avaya CallMaster VI ● stations or emulation, a PASTE code is required on the Avaya communication server. 256 Avaya IP Agent Installation and User Guide...
Page 257: Voice-Over-Ip
The selected bandwidth setting cannot be bar are red. supported. To change bandwidth settings, log out of the ACD and the Avaya communication server, select Settings from the Login window, and select a lower bandwidth setting on the Audio tab.
Page 258 Agent hears his or her own voice (Road Lower the Transmit Gain in the Audio Warrior). Options dialog box. Caller hears his or her own voice (Road Lower the Receive Gain in the Audio Warrior). Options dialog box. 258 Avaya IP Agent Installation and User Guide...
Page 259 QoS set up on the Avaya communication server must overlap the range of firewall ports specified in Avaya IP Agent by 100 ports. If these ranges do not overlap by 100 ports, QoS is not used by iClarity IP Audio, and transmissions are done within the range of firewall ports.
Page 260 If you are on an active call, wait until the call has been completed, log out of Avaya IP Agent, and log out of the Avaya communication server. You must then re-register your extension with the...
Page 261: Making And Receiving Calls
Ensure that the Enable support for ● Agent window. auto-answer option is disabled. This option is found in the Program Options in Avaya IP Agent. If this option is enabled, disable it and then reboot your personal computer. The auto-answer feature must be ●...
Page 262 This will decrease the necessity of your virus program to scan the log files that are modified in Avaya IP Agent when a call is received. Ensure that there is enough network ●...
Page 263: Other
Other Other This section lists general problems that one might encounter with Avaya IP Agent. Problem What to do Collected digit information is not displayed. You must have a callr-info button ● assigned for non-CallMaster telephones so that collected digit information is displayed.
Page 264 Avaya IP Agent or they fail to work. appropriate for your configuration. Select Tools > Phone Features from ●...
Page 265 You can log off and restart Avaya IP Agent to record agent greetings, but the first call instance that occurs will once again disable the ability to record agent greetings.
Page 266 Troubleshooting Problem What to do Fatal errors are occurring when the Call This could be a sign that the Avaya IP History window is opened. Agent database is corrupt. To resolve this problem, uninstall and reinstall Avaya IP Agent. Any data stored in the database previous to this action is lost.
Page 267: Alternative Solution Possibilities
Alternative solution possibilities Alternative solution possibilities If the information in this section did not solve your problem, it is possible that areas other than Avaya IP Agent are at fault. You can investigate the following areas for solutions: Firewall configurations ●...
Page 268 Troubleshooting 268 Avaya IP Agent Installation and User Guide...
Page 269 A person who receives calls that are delivered from a split or skill. Agent greetings Recorded messages played by Avaya IP Agent when a call is received by an agent. This feature is used to eliminate the need for an agent to repeat the same statement for every call.
Page 270 If communication fails with an IP address on the Avaya communication server, Avaya IP Agent attempts to reconnect with another IP address within the same network region. Alternate User Avaya IP Agent interfaces that use much less space on the Desktop than the Interface main window. Assist...
Page 271 Avaya IP Softphone Avaya IP Softphone is an Avaya product that enables you to log in to an Avaya communication server as an extension. Avaya IP Softphone does not support agent login and cannot co-reside with Avaya IP Agent.
Page 272 (CIP). Circuit pack Expansion modules that can be used to expand a DEFINITY, MultiVantage, or Communication Manager server. For Avaya IP Agent, the required circuit packs are related to IP communications. Comma-separated Fields and records in a text file that are delimited by commas. This is a values simple form of a database.
Page 273 A file containing fields, records, and values that are separated by commas, tabs, semicolons, or other characters. Dial Pad An Avaya IP Agent dialog box that displays the 12 characters available on a telephone. Dial Number button A button on the Dial Number toolbar that an agent uses to go off-hook and initiate a dial tone or to dial the digits previously entered in the Number text box.
Page 274 Unsupervised Transfer. Expert Agent An optional Avaya communication server feature that builds on the power of Selection (EAS) the Call Vectoring and ACD features to send a particular call to an agent who has at least one of the skills that the caller requires.
Page 275 Avaya communication server administration to invoke features. For example, *81 may invoke Service Observing Listen Only. FACs require an available call appearance with dial tone before the FAC can be sent to the Avaya communication server. Assigned FACs may not be available to all users on an Avaya communication server based on class of restrictions and whether the feature has been enabled in the Avaya communication server.
Page 276 The process of identifying a user with a computer, device, or server so that the user can use resources or features. In regards to Avaya IP Agent, an agent must log in to the Avaya communication server to receive ACD calls.
Page 277 Phone display A 40-character display that is located in the status bar of the Avaya IP Agent main window. This display area receives information from the Avaya communication server so that you can see call and non-call related information, such as call prompted digits and VuStats.
Page 278 RTUs can be used by a single extension so that data and voice signaling are supported. Road Warrior An Avaya IP Agent configuration where calls are conducted through a personal computer with a sound card and a network connection by using Voice-over-IP (VoIP). No telephone set is required for this configuration.
Page 279 Station Login The process of registering as an extension of an Avaya communication server. With Avaya IP Agent, a station login must be completed before an agent login can occur. Switch A private call-handling system providing voice-only or voice and data communications services, including access to public and private networks, for a group of terminals within a premises.
Page 280 VuStats An Avaya communication server feature that displays contact center activity and information on the display of a telephone set. For Avaya IP Agent, this information can be viewed in the status bar of the main window and the VuStats Monitor window.
Page 281: Index
..configuring for Avaya Telephone-DCP ....non-EAS ..
Page 282 ....Basic mode ....load balancing 282 Avaya IP Agent Installation and User Guide...
Page 283 ..... silent upgrading CentreVu Agent to Avaya IP Agent R5 ... .
Page 284 ....30, processor ....starting Avaya IP Agent 284 Avaya IP Agent Installation and User Guide...
Page 285 ..CentreVu Agent to Avaya IP Agent R5 ....V1 to R5 ....
Page 286 286 Avaya IP Agent Installation and User Guide...

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Ip agent 5.0

Avaya IP Agent Installation And User Manual

Chapter 1: Introduction

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

Chapter 3: Installing Avaya IP Agent for Windows Terminal Services

Chapter 4: Configuring the Avaya Communication Server

Chapter 5: Using Enhanced Configuration Options

Chapter 6: Running Avaya IP Agent

Chapter 7: Avaya IP Agent Basic Operations

Chapter 8: Agent Greetings

Chapter 9: Using Vustats

Chapter 10:Using A Public Directory with Avaya IP Agent

Chapter 11: Screen Pops

Chapter 12:Dialog Reference

Appendix A: Shortcut Keys

Appendix B: Language Support

Appendix C: Troubleshooting

Quick Links

Troubleshooting

Need help?

Questions and answers

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Summary of Contents for Avaya IP Agent