Benutzeranleitung / Produktwartung 7 des Produzenten Avaya
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Avaya IP Agent Release 7.0 Installation and User Guide for Citrix Release 7.0 June 2007.
© 2000-2007 A vaya Inc. All Right s Reserved. Notice While reasonable ef forts were made to ensure that the infor mation in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Chan ges and corrections to the information in this document might be incorporated in fu ture releases.
Avaya IP Agent Installation and User Guide for Citr ix June 2007 3 Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 4 Avaya IP Agent Installation and User Guide for Citrix June 2007 Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Peripherals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Avaya IP Agent Installation and User Guide for Citr ix June 2007 5 Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Using alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 6 Avaya IP Agent Installation and User Guide for Citrix June 2007 Dropping a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 T ransferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Avaya IP Agent Installation and User Guide for Citr ix June 2007 7 Chapter 9: Screen pop s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Creating a Windows application s creen pop . . . . . . . . . . . . . . . .
Contents 8 Avaya IP Agent Installation and User Guide for Citrix June 2007 ACD Agent panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 24 Call Handling panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IP Agent R7 Installation and User Guide June 2007 9 Preface This section contain s the following topics: ● Purpose on page 9 ● Audience on page 9 ● Reasons for reissue on page 9 ● Related docu.
Preface 10 IP Agent R7 Installation and User Guide June 2007 Related document s The following document s can help you configure your Avaya commu nication server for use with Avaya IP Agent R7: ● Adm.
Avaya IP Agent Installation and User Guide for Citr ix June 2007 11 Chapter 1: Introduction This chapter provides introductory and bas ic info rmation about Avaya IP Agent.
Chapter 1: Introduction 12 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 ● User-to-user information (UUI) screen pop enhanceme nt - Using ex ternal applications, unique identifiers can be added to incoming calls.
What is Avaya IP Agent for Citrix ? Avaya IP Agent Installation and User Guide for Citr ix June 2007 13 - Dynamic Data Exchang e (DDE) "Execute" or "Poke" commands Usability featur.
Chapter 1: Introduction 14 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 T elecommuter configuration Use the T elecommuter configuration in situations wh ere a personal computer ca.
Compatible telephone types for Avaya IP Agent Avaya IP Agent Installation and User Guide for Citr ix June 2007 15 Supported telephone types Note: Note: When you change telephone typ es for a station, you must rest art Avaya IP Agent for the change to t ake effect.
Chapter 1: Introduction 16 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Recommended telephone types While A vaya IP Agent supports all of the tel ephone types listed in the previo.
Network compatibility Avaya IP Agent Installation and User Guide for Citr ix June 2007 17 The VPN solution provided by A vaya iClarity IP Audio only suppo rts VPNs that use one-to-one IP address substitution. VPNs that use many-to-one IP address substitution cannot be used with Ava ya IP Agent.
Chapter 1: Introduction 18 Avaya IP Agent In stallation an d User Guide for Citrix June 2007.
Avaya IP Agent Installation and User Guide for Citr ix June 2007 19 Chapter 2: Configuring the A vaya communication server This section provides procedures and informat ion on how to configur e the fo.
Chapter 2: Configuring the Avaya commun ication server 20 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 The following two circuit p acks are used for re mote agent connections over.
Validating Feature Acces s Codes Avaya IP Agent Installation and User Guide for Citr ix June 2007 21 Document ation For installat ion procedures and configuration information for the C-LAN and IP Media Processo r circuit p acks, see Administr ation for Network Connectivity for your Communication Manager , MultiV antage , or DEFINITY system.
Chapter 2: Configuring the Avaya commun ication server 22 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 2. Enter display dialplan to access the dial plan for m and then ensure that the fac option is assigned in the dia l plan.
Telecommuter configurations Avaya IP Agent Installation and User Guide for Citr ix June 2007 23 Ensuring comp atibility In this procedure, you set features on your A vay a communication server so that Avaya IP Agent can be used in your call center .
Chapter 2: Configuring the Avaya commun ication server 24 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 3. Ensure that the Maximum Concurrently Registered IP S t ations field is set to a number greater than zero.
Telecommuter configurations Avaya IP Agent Installation and User Guide for Citr ix June 2007 25 Before you begin Before configuring st ation settings on the A vaya communication server , you should ha.
Chapter 2: Configuring the Avaya commun ication server 26 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Note: Note: In T elecommuter mode, A vaya IP Agent can t ake over the administration and functionality of a physical Digital Comm unicatio n Protocol (DCP) telephone.
Telecommuter configurations Avaya IP Agent Installation and User Guide for Citr ix June 2007 27 ● permanent - Use this setting if the st ation has high call tra ffic or if it is set as an auto-answer st ation. 10. Ensure that the IP Emergency Calls field is set to the appropriate setting for your cont act center .
Chapter 2: Configuring the Avaya commun ication server 28 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Prompting feature obt ains information from a caller through a collect-digit s vector step on the A vaya communication server .
Avaya IP Agent Installation and User Guide for Citr ix June 2007 29 Chapter 3: Inst alling A vaya IP Agent This section cont ains procedures and importan t in formation for inst alling and uninstallin g Avaya IP Agent in a Microsof t Windows T erminal Services environment.
Chapter 3: Installing Avaya IP Agent 30 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 ● Documentation in PDF format - Adob e Acrobat® Reader 5.
Prerequisites Avaya IP Agent Installation and User Guide for Citr ix June 2007 31 RAM The following tab le provides the minimum memory requirement s for the Windows T erminal Services edition of A vaya IP Agent: Networking The desktop workst ation must have one network (non-dialup) connection and one telephone connection (DCP or analog).
Chapter 3: Installing Avaya IP Agent 32 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Inst alling A vaya IP Agent This section provides information and proce dur es for installing A vaya IP Agent for Windows T erminal Services.
Installing Avaya IP Agent Avaya IP Agent Installation and User Guide for Citr ix June 2007 33 7. If you want to inst all Avaya IP Agent in a fold er other than the default, click the Browse button in the Destination Folder dia log box and select a new location.
Chapter 3: Installing Avaya IP Agent 34 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 16. Select the Next button. The installat ion program displays the St art Copying Files window . This window displays the options that you se lected.
Uninstalling Avaya IP Agent Avaya IP Agent Installation and User Guide for Citr ix June 2007 35 The uninstall progra m removes: ● All installed A vaya IP Agent files, including all languag e version.
Chapter 3: Installing Avaya IP Agent 36 Avaya IP Agent In stallation an d User Guide for Citrix June 2007.
Avaya IP Agent Installation and User Guide for Citr ix June 2007 37 Chapter 4: A vaya IP Agent enhanced configuration options This section provides information and p rocedures for configuring advanced features in a contact center that uses A vaya IP Agent.
Chapter 4: Avaya IP Agent enhan ced configuration opt ions 38 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Administering the A vaya communication server for Emergency Call Handling See the document ation for your A vaya communication server for in formation on configuring the Emergency Call Handling feature.
Configuring the Emerge ncy Call Handling Service Avaya IP Agent Installation and User Guide for Citr ix June 2007 39 3. Select the Emergency t ab. 4. Place a check mark in the Enable e mergency call handling feature check box.
Chapter 4: Avaya IP Agent enhan ced configuration opt ions 40 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Configuring Alternate Gatekeeper on A vaya communication servers Use the Alternate Gatekeep er feature when an IP Endpoin t registers with an Avaya communication server .
Configuring server load balancing across gatekee pers Avaya IP Agent Installation and User Guide for Citr ix June 2007 41 ! Import ant: Important: It is important that you use the network region feature to control which C-LAN circuit packs are available when one p ack loses connectivity .
Chapter 4: Avaya IP Agent enhan ced configuration opt ions 42 Avaya IP Agent In stallation an d User Guide for Citrix June 2007.
Avaya IP Agent Installation and User Guide for Citr ix June 2007 43 Chapter 5: S t arting and S topping A vaya IP Agent This chapter explains how to begin using Avaya IP Agent.
Chapter 5: Starting and Sto pping Avaya IP Agent 44 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Initializing IP End point configurations If you have performed a new installation of Avaya IP Agent for an IP En dpoint configuration, the Configuration Wizard is disp layed when you first start A vaya IP Agent.
Initializing IP Endpoint con figurations Avaya IP Agent Installation and User Guide for Citr ix June 2007 45 ● Remember p assword for next login ses sion - Place a check mark in this check box if you do not want to enter your p assword each time you register with the Avaya communication server .
Chapter 5: Starting and Sto pping Avaya IP Agent 46 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 12. Read the text of this warning complet ely and select the I Agree button if you understand and agree to the conditio ns stated in this message.
Registering with the Avaya communication se rver Avaya IP Agent Installation and User Guide for Citr ix June 2007 47 ● T elephone number - Select this op tion button if you want a telephone numb er other than your extension sent to emerg ency services.
Chapter 5: Starting and Sto pping Avaya IP Agent 48 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Setting default registration information The Settings button on the Login window can be used to configure more adva nced features that are used with A vaya IP Agent and the A vaya communication server .
Logging in as an agent (EAS) Avaya IP Agent Installation and User Guide for Citr ix June 2007 49 Logging in as an agent (EAS) After registe ring with the Avaya communicatio n se rver , you can, as an extension, receive calls through A vaya IP Agent. However , to receive calls from a skill, you need to log in as an agent of that skill.
Chapter 5: Starting and Sto pping Avaya IP Agent 50 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Logging in as an agent (non-EAS) After registe ring with the Avaya communicatio n se rver , you can, as an extension, receive calls through Av aya IP Agent.
Logging out of Avaya IP Agent Avaya IP Agent Installation and User Guide for Citr ix June 2007 51 3. Select the Login option. Avaya IP Agent displays the Agent Login dialog bo x. 4. If your extension requires a password, enter the p assword for this split.
Chapter 5: Starting and Sto pping Avaya IP Agent 52 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Exiting A vaya IP Agent This section provides the procedure for exiting the Avaya IP Agent application. St e ps T o exit Avaya IP Agent and log out of the A vaya communication server: 1.
Using alternate us er interfaces Avaya IP Agent Installation and User Guide for Citr ix June 2007 53 Note: Note: The procedures in this document are written for the default ma in window . Y ou will not be able to exactly follow these pr ocedures when you are using an alternate user interface.
Chapter 5: Starting and Sto pping Avaya IP Agent 54 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 S tep s T o select an alternate user interface. 1. From the A vaya IP Agent main window , select Vie w > Alternate Interfaces . 2.
Using alternate us er interfaces Avaya IP Agent Installation and User Guide for Citr ix June 2007 55 Note: Note: Av aya IP Agent cannot recreate th ese files once they have been deleted.
Chapter 5: Starting and Sto pping Avaya IP Agent 56 Avaya IP Agent In stallation an d User Guide for Citrix June 2007.
Avaya IP Agent Installation and User Guide for Citr ix June 2007 57 Chapter 6: Using V uS t at s The V uS tats fe ature is used to pass cont act center information from the A vaya communication server to a display on a st ation or extension. Su pervisors and age nts use this feature to monitor contact center acti vity and stati stics.
Chapter 6: Using VuStats 58 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Definitions and reference material for the V uS tat s fields on the forms of the A vaya communication server can be found in the Administrator's Guide for your A vaya communication server .
Adjusting intervals fo r monitoring VuStats Avaya IP Agent Installation and User Guide for Citr ix June 2007 59 2. Select the V uS tats informatio n to view by double-clicking the associated entry in the Phone Features window . Avaya IP Agent displays the selecte d V uS tats information in the Phone Displa y toolbar of the main window .
Chapter 6: Using VuStats 60 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 St e ps T o change the periods of time used in the V uSt at s Monitor window: 1. S tart the V uS ta ts Mo nitor . 2. Click the Refresh Rate button on the toolbar of the V uSt at s Monitor window .
Avaya IP Agent Installation and User Guide for Citr ix June 2007 61 Chapter 7: A vaya IP Agent basic operations This chapter contains information on t he basic operations of A vaya IP Agent.
Chapter 7: Avaya IP Agent basic operat ions 62 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 ACW (Af ter-Call Work) Agents use this work mode to indicate that ta sks related to the previous call are being performed.
Handling incoming calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 63 Handling incoming calls This section describes those functions t hat you will be using every day when you receive an incoming call at your station , including answering a call and holding a call.
Chapter 7: Avaya IP Agent basic operat ions 64 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 2. After the call is completed and the calling p arty disconnects from th e call, or after the agent selects Release for that call, t he agent should hang up the telephone if no more calls are ringing on the A vaya IP Agent screen.
Holding a call Avaya IP Agent Installation and User Guide for Citr ix June 2007 65 Holding a call Y ou can put a call on hold by using either the Auto Hold or Manual Hold feature. When a call is on hold, the text on the button for the associated Call Information Pa nel (CIP) changes to Reconnect .
Chapter 7: Avaya IP Agent basic operat ions 66 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Releasing a call There are dif ferent methods for releasing a ca ll. These methods will work only if the Release feature has been administered for your st ation.
Dropping a call Avaya IP Agent Installation and User Guide for Citr ix June 2007 67 Dropping a call Use the Drop feature when you want to disconnect from a normal call or drop the last p arty added to a conference call. T o drop a call, select the Drop button located on the Phone Button toolbar .
Chapter 7: Avaya IP Agent basic operat ions 68 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 S tep s for a Basic T ransfer T o transfer a call using Basic T ransfer: 1. While you are on an active call, select Call > T ransfer > Basic T ransfer from the menu bar .
Transferring a call Avaya IP Agent Installation and User Guide for Citr ix June 2007 69 S tep s for an Unsupervised T ransfer T o transfer a call using Unsupervised T ransfer: 1. While you are on an active call, select Call > T ransfer > Unsupervised T ransfer .
Chapter 7: Avaya IP Agent basic operat ions 70 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 3. Select the OK button. The caller is automatically put o n hold, a new Call Information Pa nel (CIP) is displayed, a dial tone is heard, and A vaya IP Agent displays a confirmation dialog box.
Conferencing c alls Avaya IP Agent Installation and User Guide for Citr ix June 2007 71 Basic Conference Use the Basic Conference feature to connect multiple calls together so that all p arties can communicate simultaneously .
Chapter 7: Avaya IP Agent basic operat ions 72 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 3. When the second p arty answers, you can privately talk to the second p arty and then select Basic Conference again to initia te the conference call.
Conferencing c alls Avaya IP Agent Installation and User Guide for Citr ix June 2007 73 Enhanced Conference Use the Enhanced Conference fe ature to connect multiple calls together by entering th e extensions or telephone numbers through a d ialog box and then adding them to an active call.
Chapter 7: Avaya IP Agent basic operat ions 74 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 3. Select the OK button. The current call is automa tically placed on hold, a new CIP is displayed, a d ial tone is heard, and A vaya IP Agent displays a confirmation dialog box.
Handling outgoing calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 75 Example: If you added three p arties to the call, the CIP displays CONFERENCE 3 . Any person on the conference call can hang up at a ny time. 1. T o disconnect the last person added to the conference call, select the Drop button.
Chapter 7: Avaya IP Agent basic operat ions 76 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 This section includes the following top ics: ● Recent Calls list on page 76 ● Using.
Handling outgoing calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 77 S tep s for using the Recent Calls list T o 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 nu mbers.
Chapter 7: Avaya IP Agent basic operat ions 78 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Menu bar The following is a list of menus and men u items available for the Phone Directory window: File ● New - This item displays the Propertie s dialog and allows entry of a new cont act.
Handling outgoing calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 79 ● Delete - Delete the selected cont act. ● Properties - View all informati on for the se lected co ntact. ● Categories - Add, delete, or modify the categories defined in the Phone Directory .
Chapter 7: Avaya IP Agent basic operat ions 80 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 ● Categories - Select this b utton to display a list of all categories defined in the Phone Directory and to filter the existing cont acts.
Handling outgoing calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 81 S tep s for assigning a Speed Dial number T o assign a telephone number in the Phone Directory to the S peed Dial list: 1. In the A vaya IP Agent main window , select T ools > Phone Directory .
Chapter 7: Avaya IP Agent basic operat ions 82 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Note: Note: If you want to assign this new entry to anot her function key , highligh t it and use the up and down arrow icons in the dialog b ox to move the entry to a new location in the list.
Handling outgoing calls Avaya IP Agent Installation and User Guide for Citr ix June 2007 83 S tep s for using Abbreviated Dial T o make a call using an Abbreviated Dial button : 1. Select T ools > Phone Features . Avaya IP Agent displays the Phone Features window .
Chapter 7: Avaya IP Agent basic operat ions 84 Avaya IP Agent In stallation an d User Guide for Citrix June 2007.
Avaya IP Agent Installation and User Guide for Citr ix June 2007 85 Chapter 8: Using a Public Directory with A vaya IP Agent This section provides information and proce dures for the Search Public Directory feature of Avaya IP Agent.
Chapter 8: Using a Public Directory with Avay a IP Agent 86 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 2. From the menu bar of the Search Pu blic Directory window , select File > Add Public Directory . Avaya IP Agent displays the Direct ory Properties window .
Searching a Publ ic Directory Avaya IP Agent Installation and User Guide for Citr ix June 2007 87 Searching a Public Directory After a Public Directory service has been define d, a search against that dat abase can now be performed. If a Public Directory service has not be en defined, see Defining a Public Directory service on page 85.
Chapter 8: Using a Public Directory with Avay a IP Agent 88 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 4. Click the Name field to view a list of available fields defined in this Public Directory service.
Searching a Publ ic Directory Avaya IP Agent Installation and User Guide for Citr ix June 2007 89 Tip : Tip: Y ou can use an asterisk as a wild card for a string. For example, entering the string, j*n , returns all names beg inning with a J and ending with an N with one or more characters in between.
Chapter 8: Using a Public Directory with Avay a IP Agent 90 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 Selecting the fields to display and the order Avaya IP Agent allows you to select which fields from the Public Directo ry service will be displayed in the Search Public Directory window .
Identifying multiple te lephone number f ields Avaya IP Agent Installation and User Guide for Citr ix June 2007 91 4. After the necessary fields have been hig hlighted, select the right arrow button ( > ) to move the selected fields to the Sh ow fields in this order list box.
Chapter 8: Using a Public Directory with Avay a IP Agent 92 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 2. From the Search Public Di rectory window menu bar , select Edit > Select Phone Numbers. .. . Avaya IP Agent displays the Select Phone Numbers window .
Deleting a Public Directory service Avaya IP Agent Installation and User Guide for Citr ix June 2007 93 3. Select the Public Directory service from the Directory Menu . The selected item from the menu is set as the active Public Directory service and the Directory Menu button displays it s name.
Chapter 8: Using a Public Directory with Avay a IP Agent 94 Avaya IP Agent In stallation an d User Guide for Citrix June 2007.
Avaya IP Agent Installation and User Guide for Citr ix June 2007 95 Chapter 9: Screen pop s Screen pops are used to start a n application or in terface when an incoming call is received by Avaya IP Agent or when an outgoing call is placed.
Chapter 9: Screen pops 96 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 ● User-to-User Information (UUI) is a uniq ue identifier that is added to an incoming call through an external application, such as A vaya ASAI. T o pass UUI, t he Avaya communication server must have the Display UUI Information featu re enabled.
Creating a Windows application screen pop Avaya IP Agent Installation and User Guide for Citr ix June 2007 97 5. Select the Next button. Avaya IP Agent displays the Screen Pop s - T rigger wind ow .
Chapter 9: Screen pops 98 Avaya IP Agent In stallation an d User Guide for Citrix June 2007 6. Select the appropriate call condition from the following table: 7. If you want the screen pop to st art when an incoming call appears on a specific VDN: a. Place a check mark in the Pop the s creen only when the VDN is check box.
Creating a Windows application screen pop Avaya IP Agent Installation and User Guide for Citr ix June 2007 99 8. Select the Next button. Avaya IP Agent displays the Screen Pop - Actio n window . 9. In the field provided, enter one of the following items: ● A Uniform Resource Locator (URL) address - This refers to a W eb page.
Chapter 9: Screen pops 100 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● St art T ime (%s) - Passes the time when the telephone call was received by A vaya IP Agent ● Date (%d).
Creating a DDE screen pop Avaya IP Agent Installation and User Guide for Cit rix June 2007 101 Creating a DDE screen pop This section provides the procedure for st arting a DDE screen pop when A vaya IP Agent receives an incoming call or when an outgoin g call is made.
Chapter 9: Screen pops 102 Avaya IP Agent Installation and User Guide for Citrix June 2007 5. Select the appropriate call condition from the following table: 6. If you want the screen pop to st art when an incoming calls appears on a specific VDN: a. Place a check mark in the Pop the s creen only when the VDN is check box.
Creating a DDE screen pop Avaya IP Agent Installation and User Guide for Cit rix June 2007 103 7. Select the Next button. Avaya IP Agent displays the Action wind ow .
Chapter 9: Screen pops 104 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Caller Name (%n) - Passes the name of the other p arty on the call, if available ● Caller Number (%m) -.
Setting the active scr een pop Avaya IP Agent Installation and User Guide for Cit rix June 2007 105 14. Select the Finish button. Avaya IP Agent saves this screen pop and displays it in the Screen Pop s window .
Chapter 9: Screen pops 106 Avaya IP Agent Installation and User Guide for Citrix June 2007 Modifying a screen pop This section provides the procedure for modify ing a screen pop that has already been created . S tep s for modifying a screen pop T o modify a screen pop: 1.
Deleting a screen pop Avaya IP Agent Installation and User Guide for Cit rix June 2007 107 Deleting a screen pop This section provides the procedure for de leting a screen pop from A vaya IP Agent. Note: Note: Deletion of a screen pop canno t be undone.
Chapter 9: Screen pops 108 Avaya IP Agent Installation and User Guide for Citrix June 2007.
Avaya IP Agent Installation and User Guide for Cit rix June 2007 109 Chapter 10: Dialog Reference This section provides descriptions of the graphical interfaces used in Avaya IP Agent and their basic functionality . Only those in terfaces not described through other sections of this document are described here.
Chapter 10: Dialog Reference 110 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Edit menu on page 1 1 1 ● Call menu on page 1 12 ● Vie w m e nu on page 1 13 ● Agent menu on .
Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 111 Note: Note: When exporting and imp orting settings, most name changes to feature s in the Phone Features or Personal Phone Features windows are made on a pe r extension basis.
Chapter 10: Dialog Reference 112 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Paste - Retrieves the last item placed on the Windows clipboard from any Wind ows application such as Notep ad or Wor d and places it in the Number field.
Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 113 ● Conference - Adds other pa rties to a call. There are two different types of conferen ces available.
Chapter 10: Dialog Reference 114 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● T oolbars > Dial Number - Enablin g this item displays the Dial Number toolbar , which provides a field for entering digits.
Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 115 ● Agent Logout - This item enables you t o log out so that calls are not routed to this extension. ● Auto-In Mode - This is an Automatic Call Distribution (ACD) work mode.
Chapter 10: Dialog Reference 116 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Search Public Directory - Selecting this item displa ys the Search Public Directory window , which allows you to search Lightweight Directory Access Protocol (LDAP) servers by any field defined in the public directory .
Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 117 Help menu The following items are availab le on the Help menu: ● Content s - Selecting this item displays the t able of content s for Avaya IP Agent online help.
Chapter 10: Dialog Reference 118 Avaya IP Agent Installation and User Guide for Citrix June 2007 T o move a toolbar: 1. Move the mouse pointer on the far-left side of the toolba r until the mouse pointer changes its appearance to the resizing icon. 2.
Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 119 ● S peed-dial drop-down list ● Call History window ● Recent call drop-down list ● Search Public Direc.
Chapter 10: Dialog Reference 120 Avaya IP Agent Installation and User Guide for Citrix June 2007 Headset toolbar The Headset toolbar contains a bu tton used to toggle the headset or handset on and of f hook.
Main window and menus Avaya IP Agent Installation and User Guide for Cit rix June 2007 121 Agent Information Pan el Avaya IP Agent displays the Agent Information Panel when agent status information is availa ble and no calls are currently active. If yo u are logged in as an agent, the st atus information also includes the current agent work mode.
Chapter 10: Dialog Reference 122 Avaya IP Agent Installation and User Guide for Citrix June 2007 Call handling with th e System T ray icon The Ava ya IP Agent System T ray icon can also be used to access common telephone functionality , such as placing a call on Hold.
Avaya IP Agent o ption dialogs Avaya IP Agent Installation and User Guide for Cit rix June 2007 123 ● Call Handling panel on p age 125 ● Call History panel on p age 126 ● Call Information Displa.
Chapter 10: Dialog Reference 124 Avaya IP Agent Installation and User Guide for Citrix June 2007 ACD Agent p anel The ACD Agent pa nel contains the following items: ● Configure program for EAS agent support - When this check box is enabled, A vaya IP Agent supports the Expert Agent Selecti on (EAS) feature for A vaya communication servers.
Avaya IP Agent o ption dialogs Avaya IP Agent Installation and User Guide for Cit rix June 2007 125 Call Handling p anel The Call Handling p anel contains the following items: ● Call T ransfer - Use Basic T ransfer - Selecting this option set s the default transfer mode to the basic method.
Chapter 10: Dialog Reference 126 Avaya IP Agent Installation and User Guide for Citrix June 2007 Call History p anel The Call History pane l 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 statio n in the Call History log.
Avaya IP Agent o ption dialogs Avaya IP Agent Installation and User Guide for Cit rix June 2007 127 Call Information Display p anel The Call Information Display p anel cont ains the following items: .
Chapter 10: Dialog Reference 128 Avaya IP Agent Installation and User Guide for Citrix June 2007 User Interface Options p anel The User Interface Options p anel contains the followin g items: ● Alwa.
Avaya IP Agent o ption dialogs Avaya IP Agent Installation and User Guide for Cit rix June 2007 129 External Number Format p anel Note: Note: The first three controls in th is panel are automatically disa bled if you have set your dialing properties for the United S t ates.
Chapter 10: Dialog Reference 130 Avaya IP Agent Installation and User Guide for Citrix June 2007 Event Logging p anel The Event Logging p anel contains the following ite ms: ● Enable logging for IP Agent - When this check box is enabled, a ll associated program activity is recorded.
Avaya IP Agent o ption dialogs Avaya IP Agent Installation and User Guide for Cit rix June 2007 131 V oice Message Number p anel The options on this dialog determine wh at acti on is taken when you click the voice message icon in the System T ray . Note: Note: This icon is displayed on ly when vo ice messages exist for an extension.
Chapter 10: Dialog Reference 132 Avaya IP Agent Installation and User Guide for Citrix June 2007 Feature Access p anel ! Import ant: Important: In order for the Disable Modification feature to function properly , an administrative p assword must be set through the Set Password button.
Login Settings dialog box Avaya IP Agent Installation and User Guide for Cit rix June 2007 133 Note: Note: The Event Logging panel is always available , even if you have restricted access to all features. In this manner , agent s can activate logging without administrator intervention.
Chapter 10: Dialog Reference 134 Avaya IP Agent Installation and User Guide for Citrix June 2007 Login t ab The Login t ab of the Login Settings dialog box cont ains the following controls: ● Extension - The extension number used in conju nction with Avaya IP Agent.
Login Settings dialog box Avaya IP Agent Installation and User Guide for Cit rix June 2007 135 Call Server t ab The Server t ab of the Login Settings dialog box cont ains the following controls: ● Primary Server Address - This field contain s the domain name or IP address of the Avaya communication server that this extension will connect to.
Chapter 10: Dialog Reference 136 Avaya IP Agent Installation and User Guide for Citrix June 2007 Audio t ab The Audio tab of the Login Settings dialog box cont ains the following controls: ● Road W arrior (V oice ov er IP) - This field is not supported for the Windows T erminal Services edition of A vaya IP Agent.
Login Settings dialog box Avaya IP Agent Installation and User Guide for Cit rix June 2007 137 Emergency t ab The Emergency ta b of the Login Settings dialog box cont ains the following controls: ● .
Chapter 10: Dialog Reference 138 Avaya IP Agent Installation and User Guide for Citrix June 2007 Advanced t ab The Advanced ta b of the Login Settings dialog box cont ains the following controls: ● .
Login Settings dialog box Avaya IP Agent Installation and User Guide for Cit rix June 2007 139 Prior to administering the audio po rt range values, you must set the IP network re gion with which the endpoint will be a ssociated. See the documentation for your A vaya communica tion server for information on network regions.
Chapter 10: Dialog Reference 140 Avaya IP Agent Installation and User Guide for Citrix June 2007 V olume and Ringer Settings dialog box The V olume and Rin ger Settings dialog box contains the followi.
Avaya IP Agent Installation and User Guide for Cit rix June 2007 141 Appendix A: Shortcut keys This section contain s quick referenc e information for shortcut keys. Shortcut keys refer to key combinations that you can use to invoke a particular command.
Appendix A: Shortcut keys 142 Avaya IP Agent Installation and User Guide for Citrix June 2007 Agent features A vaya IP Agent features T o... Press... Log in Ctrl + Ins Log out Ctrl + Del Change to Aft.
Shortcut key functions Avaya IP Agent Installation and User Guide for Cit rix June 2007 143 Windows features Exit A vaya IP Agent or close the current active window Alt + F4 View the Properties o f the selected item in the Search Public Directory , Screen Pop s , or Phone Directory windows.
Appendix A: Shortcut keys 144 Avaya IP Agent Installation and User Guide for Citrix June 2007.
Avaya IP Agent Installation and User Guide for Cit rix June 2007 145 Appendix B: Language support This section contain s quick reference information for supported languag es.
Appendix B: Language support 146 Avaya IP Agent Installation and User Guide for Citrix June 2007 The English version of A vaya IP Agent can be installed o n supported operating systems using the languages specified above. Ot her language ve rsions of A vaya IP Agent can be inst alled only on supported operating systems using that language.
Avaya IP Agent Installation and User Guide for Cit rix June 2007 147 Appendix C: T roubleshooting This section contain s information used for troubleshooting pro blems with Avaya IP Agent.
Appendix C: Troubleshootin g 148 Avaya IP Agent Installation and User Guide for Citrix June 2007 Login This section lists those problems associate d with registering with the A vaya communication server and logging in as an agent. Problem What to do Cannot register with the A vaya communication server .
Login Avaya IP Agent Installation and User Guide for Cit rix June 2007 149 The agent does not seem to be logged in because all of the ic ons are still disabled. V erify the following configuration items: ● On the A vaya communication server , verify that the st ation has the following work mode features assigned to buttons.
Appendix C: Troubleshootin g 150 Avaya IP Agent Installation and User Guide for Citrix June 2007 Making and receiving calls This section lists problems that are associat e d with placing outgoing calls and receiving incoming ACD calls through A vaya IP Agent.
Making a nd receivi ng calls Avaya IP Agent Installation and User Guide for Cit rix June 2007 151 Picking up the handset does not automatically answer the incoming call displayed in the A vaya IP Agent win dow . ● Ensure that the Service Link Mode: for the st ation is set to as-needed .
Appendix C: Troubleshootin g 152 Avaya IP Agent Installation and User Guide for Citrix June 2007 Other This section lists general pro blems that one might encounter with A vaya IP Agent. Problem What to do Collected digit information is not displayed.
Other Avaya IP Agent Installation and User Guide for Cit rix June 2007 153 Avaya IP Agent is reacting slowly . The Event Logging feature of Avaya IP Agent can inhibit product performance. If you are not working with A vaya support personnel to solve a problem with Avaya IP Agent, this feature should be disabled.
Appendix C: Troubleshootin g 154 Avaya IP Agent Installation and User Guide for Citrix June 2007 Alternative solution possibilities If the information in this section did not solve y our problem, it is possible that areas other than Avaya IP Agent are at fault.
Avaya IP Agent Installation and User Guide for Cit rix June 2007 155 Glossary Abbreviated Dial Feature Allows the agent to store telephone numbers, that the agent select s, for quicker and easier dialing by selecting a single button. Each number can be a comple te or partial teleph one number , an extension number , or a trunk or feature code.
Assist 156 Avaya IP Agent Installation and User Guide for Citrix June 2007 Assist Allows an agent to request a ssistance (whether on an active ACD call or not) from the split or skill supervisor by pres sing the Assist bu tton or by putting the call on hold and dialing the Assist feature access code, f ollowed by the split group number .
DDE Avaya IP Agent Installation and User Guide for Cit rix June 2007 157 Basic Conference A mode of joining multiple p arties to the same call. Up to five parties can b e added, for a tot al of six on a call. The agent se lects Conference, dials the number through the keybo ard, talks to the p arty , and selects Con ference again.
DEFINITY ECS 158 Avaya IP Agent Installation and User Guide for Citrix June 2007 DEFINITY ECS DEFINITY Enterprise Communications Server (ECS). The DEFINITY ECS is a telecommunications system that routes voice and data information b etween various endpo ints, such as teleph ones, te rminals, and computers.
Installation folder Avaya IP Agent Installation and User Guide for Cit rix June 2007 159 Enhanced Conference A feature that allows you to add up to six telephone numbers to a call. See also Basic Conference. Enhanced T ransfer A transfer option that sends the present ca ll to another phone number or extension.
Internet Protocol address (IP add ress) 160 Avaya IP Agent Installation and User Guide for Citrix June 2007 Internet Protocol address (IP address) A unique, 32-bit (4-byte) number that identifies a compute r on a TCP/IP network and is used in t he transmission and delivery of dat a packet s.
Station Log in Avaya IP Agent Installation and User Guide for Cit rix June 2007 161 On-Hook The voice path to your telephone is inactive. Phone display A 40-character display that is located in the st atus bar of the A vaya IP Agent main window .
Switch 162 Avaya IP Agent Installation and User Guide for Citrix June 2007 Switch A private call-handling system pro viding voice-only or voice and data communications services, inclu ding access to public and private ne tworks, for a group of terminals within a premises.
Zip Tone Avaya IP Agent Installation and User Guide for Cit rix June 2007 163 V oice-over-Internet Protocol (V oIP) A technology where speech is converted to a digit al signal and transmitted through Internet Protocol p ackets over the Interne t or an intranet.
Zip Tone 164 Avaya IP Agent Installation and User Guide for Citrix June 2007.
Avaya IP Agent Installation and User Guide for Cit rix June 2007 165 Index Index A abbreviated dialing . . . . . . . . . . . . . . . . . 82 ACD Agent settings . . . . . . . . . . . . . . . . 124 ACW work mode . . . . . . . . . . . . . . . . . . 61 agent login (EAS) .
166 Avaya IP Agent Installation and User Guide for Citrix June 2007 Index Avaya communication server, overview . . . . . 19 Feature Access Codes . . . . . . . . . . . . . 21 Road Warrior and Telecommuter . . . . . . . . 24 CPU requirements . . . . . .
Avaya IP Agent Installation and User Guide for Cit rix June 2007 167 Index Phone Directory . . . . . . . . . . . . . . . . 80 Public Directory . . . . . . . . . . . . . . . . . 87 recent calls list . . . . . . . . . . . . . . . . . 76 speed dial list .
168 Avaya IP Agent Installation and User Guide for Citrix June 2007 Index login . . . . . . . . . . . . . . . . . . . . . . 148 other . . . . . . . . . . . . . . . . . . . . . . 152 registering with server . . . . . . . . . . . . . . 148 U Unsupervised Transfer .
Ein wichtiger Punkt beim Kauf des Geräts Avaya 7 (oder sogar vor seinem Kauf) ist das durchlesen seiner Bedienungsanleitung. Dies sollten wir wegen ein paar einfacher Gründe machen:
Wenn Sie Avaya 7 noch nicht gekauft haben, ist jetzt ein guter Moment, um sich mit den grundliegenden Daten des Produkts bekannt zu machen. Schauen Sie zuerst die ersten Seiten der Anleitung durch, die Sie oben finden. Dort finden Sie die wichtigsten technischen Daten für Avaya 7 - auf diese Weise prüfen Sie, ob das Gerät Ihren Wünschen entspricht. Wenn Sie tiefer in die Benutzeranleitung von Avaya 7 reinschauen, lernen Sie alle zugänglichen Produktfunktionen kennen, sowie erhalten Informationen über die Nutzung. Die Informationen, die Sie über Avaya 7 erhalten, werden Ihnen bestimmt bei der Kaufentscheidung helfen.
Wenn Sie aber schon Avaya 7 besitzen, und noch keine Gelegenheit dazu hatten, die Bedienungsanleitung zu lesen, sollten Sie es aufgrund der oben beschriebenen Gründe machen. Sie erfahren dann, ob Sie die zugänglichen Funktionen richtig genutzt haben, aber auch, ob Sie keine Fehler begangen haben, die den Nutzungszeitraum von Avaya 7 verkürzen könnten.
Jedoch ist die eine der wichtigsten Rollen, die eine Bedienungsanleitung für den Nutzer spielt, die Hilfe bei der Lösung von Problemen mit Avaya 7. Sie finden dort fast immer Troubleshooting, also die am häufigsten auftauchenden Störungen und Mängel bei Avaya 7 gemeinsam mit Hinweisen bezüglich der Arten ihrer Lösung. Sogar wenn es Ihnen nicht gelingen sollte das Problem alleine zu bewältigen, die Anleitung zeigt Ihnen die weitere Vorgehensweise – den Kontakt zur Kundenberatung oder dem naheliegenden Service.
