What Is Avaya Ip Agent; New Features For Avaya Ip Agent, Release 5 - Avaya IP Agent Installation And User Manual

Introduction

What is Avaya IP Agent?

Avaya IP Agent is a software application with advanced telephony features for agents in a
contact center. Agents can use it to work in the following methods
On-site at the contact center
●
On-site or off-site using Voice over Internet Protocol (VoIP)
●
Off-site using analog connections over a Public Switched Telephone Network (PSTN)
●
Through Windows Terminal Services.
●
The advanced telephony features are controlled by Avaya IP Agent through its direct
communication with an Avaya communication server.
Agents who are not located at the contact center can connect to the Avaya communication
server in the contact center and receive calls as if they were present at their contact center
workstation. For example, if an agent cannot travel to the contact center because of
transportation problems or weather conditions, the agent can still take calls by using Avaya
IP Agent to connect to the Avaya communication server.
This section contains the following topics:

New features for Avaya IP Agent, Release 5

●
Avaya IP Agent features
●
New features for Avaya IP Agent, Release 5
The following is a list of the new features for Avaya IP Agent:
Silent installation - You can now create an installation script that allows you to install
●
subsequent installations of Avaya IP Agent without user interaction. If you use a network
management system, such as Microsoft SMS® or Hewlett-Packard OpenView®, you
can combine the silent installation with the functionality of these products to distribute
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
●
IP Agent as a direct interface to their physical 4600-series IP telephones. While the
Avaya Telephone-IP configuration is similar to the Telecommuter configuration, it cannot
use a telephone number that is different from the extension. You need only one defined
station on the Avaya communication server, instead of the two required by the
Telecommuter configuration. This feature is available for those contact centers using
Avaya Communication Manager 2.1 or later.
12 Avaya IP Agent Installation and User Guide
on page 12
on page 13