Avaya 7 - Manuals

Avaya IP Agent Installation and User Guide for Citrix June 2007 11 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 for Citrix? on page 11 ● Telecommuter configuration on page...

Chapter 1: Introduction 12 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● User-to-user information (UUI) screen pop enhancement - Using external applications, unique identifiers can be added to incoming calls. If your Avaya communication server has the correct features and configu...

What is Avaya IP Agent for Citrix? Avaya IP Agent Installation and User Guide for Citrix June 2007 13 - Dynamic Data Exchange (DDE) "Execute" or "Poke" commands Usability features ● Clipboard dialing - Avaya IP Agent can be used to dial any number copied to the clipboard or, in most ...

Chapter 1: Introduction 14 Avaya IP Agent Installation and User Guide for Citrix June 2007 Telecommuter configuration Use the Telecommuter configuration in situations where a personal computer can make a dial-up or network connection to an Avaya communication server for the signaling (data) path and...

Compatible telephone types for Avaya IP Agent Avaya IP Agent Installation and User Guide for Citrix June 2007 15 Supported telephone types Note: Note: When you change telephone types for a station, you must restart Avaya IP Agent for the change to take effect. The following table provides the teleph...

Chapter 1: Introduction 16 Avaya IP Agent Installation and User Guide for Citrix June 2007 Recommended telephone types While Avaya IP Agent supports all of the telephone types listed in the previous table for the Telecommuter configurations, the following types provide the most buttons and features,...

Avaya IP Agent Installation and User Guide for Citrix June 2007 19 Chapter 2: Configuring the Avaya communication server This section provides procedures and information on how to configure the following Avaya communication servers for use with Avaya IP Agent: ● Avaya communication servers with Comm...

Chapter 2: Configuring the Avaya communication server 20 Avaya IP Agent Installation and User Guide for Citrix June 2007 The following two circuit packs are used for remote agent connections over TCP/IP with Avaya IP Agent: ● Control LAN Circuit Pack (C-LAN) (TN799B or later) ● IP Media Processor Th...

Validating Feature Access Codes Avaya IP Agent Installation and User Guide for Citrix June 2007 21 Documentation For installation procedures and configuration information for the C-LAN and IP Media Processor circuit packs, see Administration for Network Connectivity for your Communication Manager, M...

Chapter 2: Configuring the Avaya communication server 22 Avaya IP Agent Installation and User Guide for Citrix June 2007 2. Enter display dialplan to access the dial plan form and then ensure that the fac option is assigned in the dial plan. If the fac option is not assigned in the dial plan, your d...

Telecommuter configurations Avaya IP Agent Installation and User Guide for Citrix June 2007 23 Ensuring compatibility In this procedure, you set features on your Avaya communication server so that Avaya IP Agent can be used in your call center. Before you begin The settings for IP connections can be...

Chapter 2: Configuring the Avaya communication server 24 Avaya IP Agent Installation and User Guide for Citrix June 2007 3. Ensure that the Maximum Concurrently Registered IP Stations field is set to a number greater than zero. This number represents the total number of IP stations that can be conne...

Telecommuter configurations Avaya IP Agent Installation and User Guide for Citrix June 2007 25 Before you begin Before configuring station settings on the Avaya communication server, you should have completed the procedures in Ensuring compatibility on page 23 to verify that your Avaya communication...

Avaya IP Agent Installation and User Guide for Citrix June 2007 29 Chapter 3: Installing Avaya IP Agent This section contains procedures and important information for installing and uninstalling Avaya IP Agent in a Microsoft Windows Terminal Services environment. Call centers that use Windows Termin...

Chapter 3: Installing Avaya IP Agent 30 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Documentation in PDF format - Adobe Acrobat® Reader 5.0 or later is required to view.PDF documents. ● A readme.txt file containing last minute information Avaya communication server The followin...

Prerequisites Avaya IP Agent Installation and User Guide for Citrix June 2007 31 RAM The following table provides the minimum memory requirements for the Windows Terminal Services edition of Avaya IP Agent: Networking The desktop workstation must have one network (non-dialup) connection and one tele...

Chapter 3: Installing Avaya IP Agent 32 Avaya IP Agent Installation and User Guide for Citrix June 2007 Installing Avaya IP Agent This section provides information and procedures for installing Avaya IP Agent for Windows Terminal Services. Before you begin Read and understand the following items bef...

Chapter 3: Installing Avaya IP Agent 34 Avaya IP Agent Installation and User Guide for Citrix June 2007 16. Select the Next button. The installation program displays the Start Copying Files window. This window displays the options that you selected. If you need to make any changes to the selections ...

Uninstalling Avaya IP Agent Avaya IP Agent Installation and User Guide for Citrix June 2007 35 The uninstall program removes: ● All installed Avaya IP Agent files, including all language versions ● Folders created by the Avaya IP Agent installation ● Log files created by Avaya IP Agent Steps for uni...

Avaya IP Agent Installation and User Guide for Citrix June 2007 37 Chapter 4: Avaya IP Agent 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: ● C...

Chapter 4: Avaya IP Agent enhanced configuration options 38 Avaya IP Agent Installation and User Guide for Citrix June 2007 Administering the Avaya communication server for Emergency Call Handling See the documentation for your Avaya communication server for information on configuring the Emergency ...

Chapter 4: Avaya IP Agent enhanced configuration options 40 Avaya IP Agent Installation and User Guide for Citrix June 2007 Configuring Alternate Gatekeeper on Avaya communication servers Use the Alternate Gatekeeper feature when an IP Endpoint registers with an Avaya communication server. When Avay...

Configuring server load balancing across gatekeepers Avaya IP Agent Installation and User Guide for Citrix June 2007 41 ! Important: Important: It is important that you use the network region feature to control which C-LAN circuit packs are available when one pack loses connectivity. Without proper ...

Avaya IP Agent Installation and User Guide for Citrix June 2007 43 Chapter 5: Starting and Stopping Avaya IP Agent This chapter explains how to begin using Avaya IP Agent. It contains the following sections: ● Starting Avaya IP Agent on page 43 ● Initializing IP Endpoint configurations on page 44 ● ...

Chapter 5: Starting and Stopping Avaya IP Agent 44 Avaya IP Agent Installation and User Guide for Citrix June 2007 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...

Registering with the Avaya communication server Avaya IP Agent Installation and User Guide for Citrix June 2007 47 ● Telephone number - Select this option button if you want a telephone number other than your extension sent to emergency services. Specify the telephone number to send in the provided ...

Chapter 5: Starting and Stopping Avaya IP Agent 48 Avaya IP Agent Installation and User Guide for Citrix June 2007 Setting default registration information The Settings button on the Login window can be used to configure more advanced features that are used with Avaya IP Agent and the Avaya communic...

Logging out of Avaya IP Agent Avaya IP Agent Installation and User Guide for Citrix June 2007 51 3. Select the Login option. Avaya IP Agent displays the Agent Login dialog box. 4. If your extension requires a password, enter the password for this split. If you are logging in to a split that consists...

Chapter 5: Starting and Stopping Avaya IP Agent 52 Avaya IP Agent Installation and User Guide for Citrix June 2007 Exiting Avaya IP Agent This section provides the procedure for exiting the Avaya IP Agent application. Steps To exit Avaya IP Agent and log out of the Avaya communication server: 1. Aft...

Using alternate user interfaces Avaya IP Agent Installation and User Guide for Citrix June 2007 53 Note: Note: The procedures in this document are written for the default main window. You will not be able to exactly follow these procedures when you are using an alternate user interface. However, the...

Chapter 5: Starting and Stopping Avaya IP Agent 54 Avaya IP Agent Installation and User Guide for Citrix June 2007 Steps To select an alternate user interface. 1. From the Avaya IP Agent main window, select View > Alternate Interfaces . 2. From the branching menu, select the interface that you wa...

Using alternate user interfaces Avaya IP Agent Installation and User Guide for Citrix June 2007 55 Note: Note: Avaya IP Agent cannot recreate these files once they have been deleted. Renaming alternate user interfaces If you want to change the name of an alternate user interface, rename the necessar...

Avaya IP Agent Installation and User Guide for Citrix June 2007 57 Chapter 6: Using VuStats The VuStats feature is used to pass contact center information from the Avaya communication server to a display on a station or extension. Supervisors and agents use this feature to monitor contact center act...

Adjusting intervals for monitoring VuStats Avaya IP Agent Installation and User Guide for Citrix June 2007 59 2. Select the VuStats information to view by double-clicking the associated entry in the Phone Features window. Avaya IP Agent displays the selected VuStats information in the Phone Display ...

Avaya IP Agent Installation and User Guide for Citrix June 2007 61 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 61 ● Handling incoming calls o...

Chapter 7: Avaya IP Agent basic operations 62 Avaya IP Agent Installation and User Guide for Citrix June 2007 ACW (After-Call Work) Agents use this work mode to indicate that tasks related to the previous call are being performed. This button is not usually used in conjunction with the Auto-In featu...

Handling incoming calls Avaya IP Agent Installation and User Guide for Citrix June 2007 63 Handling incoming calls This section describes those functions that you will be using every day when you receive an incoming call at your station, including answering a call and holding a call. This section in...

Holding a call Avaya IP Agent Installation and User Guide for Citrix June 2007 65 Holding a call You 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 Panel (CIP) changes to Reconnect . Usin...

Chapter 7: Avaya IP Agent basic operations 66 Avaya IP Agent Installation and User Guide for Citrix June 2007 Releasing a call There are different methods for releasing a call. These methods will work only if the Release feature has been administered for your station. Steps for releasing a call To r...

Dropping a call Avaya IP Agent Installation and User Guide for Citrix June 2007 67 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 ar...

Chapter 7: Avaya IP Agent basic operations 68 Avaya IP Agent Installation and User Guide for Citrix June 2007 Steps for a Basic Transfer To transfer a call using Basic Transfer: 1. While you are on an active call, select Call > Transfer > Basic Transfer from the menu bar. The current call is a...

Transferring a call Avaya IP Agent Installation and User Guide for Citrix June 2007 69 Steps for an Unsupervised 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 Unsupervise...

Chapter 7: Avaya IP Agent basic operations 70 Avaya IP Agent Installation and User Guide for Citrix June 2007 3. Select the OK button. 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...

Conferencing calls Avaya IP Agent Installation and User Guide for Citrix June 2007 71 Basic Conference Use the Basic Conference feature to connect multiple calls together so that all parties can communicate simultaneously. With this method, you use the numbers on the keyboard or the Dial Pad to ente...

Conferencing calls Avaya IP Agent Installation and User Guide for Citrix June 2007 73 Enhanced Conference Use the Enhanced Conference feature to connect multiple calls together by entering the extensions or telephone numbers through a dialog box and then adding them to an active call. Steps for usin...

Handling outgoing calls Avaya IP Agent Installation and User Guide for Citrix June 2007 75 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. 1. To disconnect the last person added to the conference call, select...

Chapter 7: Avaya IP Agent basic operations 76 Avaya IP Agent Installation and User Guide for Citrix June 2007 This section includes the following topics: ● Recent Calls list on page 76 ● Using the Phone Directory on page 77 ● Administering and using Speed Dial on page 80 ● Abbreviated Dial button on...

Handling outgoing calls Avaya IP Agent Installation and User Guide for Citrix June 2007 77 Steps for using the Recent Calls list 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 numb...

Chapter 7: Avaya IP Agent basic operations 78 Avaya IP Agent Installation and User Guide for Citrix June 2007 Menu bar The following is a list of menus and menu items available for the Phone Directory window: File ● New - This item displays the Properties dialog and allows entry of a new contact. ● ...

Handling outgoing calls Avaya IP Agent Installation and User Guide for Citrix June 2007 79 ● Delete - Delete the selected contact. ● Properties - View all information for the selected contact. ● Categories - Add, delete, or modify the categories defined in the Phone Directory . ● Field Organizer - O...

Chapter 7: Avaya IP Agent basic operations 80 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Categories - Select this button to display a list of all categories defined in the Phone Directory and to filter the existing contacts. Selecting one of the categories in this list results...

Handling outgoing calls Avaya IP Agent Installation and User Guide for Citrix June 2007 81 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 disp...

Chapter 7: Avaya IP Agent basic operations 82 Avaya IP Agent Installation and User Guide for Citrix June 2007 Note: Note: If you want to assign this new entry to another function key, highlight it and use the up and down arrow icons in the dialog box to move the entry to a new location in the list. ...

Handling outgoing calls Avaya IP Agent Installation and User Guide for Citrix June 2007 83 Steps for using Abbreviated Dial To make a call using an Abbreviated Dial button: 1. Select Tools > Phone Features . Avaya IP Agent displays the Phone Features window. 2. In the Phone Features dialog box, s...

Avaya IP Agent Installation and User Guide for Citrix June 2007 85 Chapter 8: Using a Public Directory with Avaya IP Agent This section provides information and procedures for the Search Public Directory feature of Avaya IP Agent. This feature provides access to corporate or public directory service...

Searching a Public Directory Avaya IP Agent Installation and User Guide for Citrix June 2007 87 Searching a Public Directory After a Public Directory service has been defined, a search against that database can now be performed. If a Public Directory service has not been defined, see Defining a Publ...

Chapter 8: Using a Public Directory with Avaya IP Agent 90 Avaya IP Agent Installation and 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 Directory service will be displayed in the Search Public Directory...

Identifying multiple telephone number fields Avaya IP Agent Installation and User Guide for Citrix June 2007 91 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 ( &...

Chapter 8: Using a Public Directory with Avaya IP Agent 92 Avaya IP Agent Installation and User Guide for Citrix June 2007 2. From the Search Public Directory window menu bar, select Edit > Select Phone Numbers... . Avaya IP Agent displays the Select Phone Numbers window. 3. In the Available Fiel...

Avaya IP Agent Installation and User Guide for Citrix June 2007 95 Chapter 9: 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: ● Startin...

Chapter 9: Screen pops 96 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● 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 U...

Creating a DDE screen pop Avaya IP Agent Installation and User Guide for Citrix June 2007 101 Creating a DDE screen pop This section provides the procedure for starting a DDE screen pop when Avaya IP Agent receives an incoming call or when an outgoing call is made. Steps for creating a DDE screen po...

Setting the active screen pop Avaya IP Agent Installation and User Guide for Citrix June 2007 105 14. Select the Finish button. Avaya IP Agent saves this screen pop and displays it in the Screen Pops window. Setting the active screen pop This section provides the procedure for specifying which scree...

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 modifying a screen pop that has already been created. Steps for modifying a screen pop To modify a screen pop: 1. From the Avaya IP Agent main win...

Deleting a screen pop Avaya IP Agent Installation and User Guide for Citrix June 2007 107 Deleting a screen pop This section provides the procedure for deleting a screen pop from Avaya IP Agent. Note: Note: Deletion of a screen pop cannot be undone. Steps for deleting a screen pop To delete a screen...

Avaya IP Agent Installation and User Guide for Citrix 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 interfaces not described through other sections of this document are descri...

Chapter 10: Dialog Reference 110 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Edit menu on page 111 ● Call menu on page 112 ● View menu on page 113 ● Agent menu on page 114 ● Tools menu on page 115 ● Audio menu on page 116 ● Help menu on page 117 File menu The following items ar...

Main window and menus Avaya IP Agent Installation and User Guide for Citrix June 2007 111 Note: Note: When exporting and importing settings, most name changes to features in the Phone Features or Personal Phone Features windows are made on a per extension basis. To ensure that name changes are made ...

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 Windows application such as Notepad or Word and places it in the Number field. Call menu The Call menu is available only when a ...

Main window and menus Avaya IP Agent Installation and User Guide for Citrix June 2007 113 ● Conference - Adds other parties to a call. There are two different types of conferences available. The following types of call conferencing are available with Avaya IP Agent: - Basic Conference - Select Confe...

Chapter 10: Dialog Reference 114 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Toolbars > Dial Number - Enabling this item displays the Dial Number toolbar , which provides a field for entering digits. It also contains the buttons used to access the Call History feature, the P...

Main window and menus Avaya IP Agent Installation and User Guide for Citrix June 2007 115 ● Agent Logout - This item enables you to log out so that calls are not routed to this extension. ● Auto-In Mode - This is an Automatic Call Distribution (ACD) work mode. Agents in the Auto-In mode are availabl...

Chapter 10: Dialog Reference 116 Avaya IP Agent Installation and User Guide for Citrix June 2007 ● Search Public Directory - Selecting this item displays the Search Public Directory window, which allows you to search Lightweight Directory Access Protocol (LDAP) servers by any field defined in the pu...

Main window and menus Avaya IP Agent Installation and User Guide for Citrix June 2007 117 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 display...

Chapter 10: Dialog Reference 118 Avaya IP Agent Installation and User Guide for Citrix June 2007 To move a toolbar: 1. Move the mouse pointer on the far-left side of the toolbar until the mouse pointer changes its appearance to the resizing icon. 2. Click and hold the left mouse button. 3. Drag the ...

Main window and menus Avaya IP Agent Installation and User Guide for Citrix June 2007 119 ● Speed-dial drop-down list ● Call History window ● Recent call drop-down list ● Search Public Directory window Agent toolbar The Agent toolbar provides buttons for agent login and logout, as well as agent work...

Chapter 10: Dialog Reference 120 Avaya IP Agent Installation and User Guide for Citrix June 2007 Headset toolbar The Headset toolbar contains a button used to toggle the headset or handset on and off hook. Note: Note: If this station has been set as a 606A1 phone type on the Avaya communication serv...

Main window and menus Avaya IP Agent Installation and User Guide for Citrix June 2007 121 Agent Information Panel Avaya IP Agent displays the Agent Information Panel when agent status information is available and no calls are currently active. If you are logged in as an agent, the status information...

Chapter 10: Dialog Reference 122 Avaya IP Agent Installation and User Guide for Citrix June 2007 Call handling with the System Tray icon The Avaya IP Agent System Tray icon can also be used to access common telephone functionality, such as placing a call on Hold. To use the capability, you must be o...

Chapter 10: Dialog Reference 124 Avaya IP Agent Installation and User Guide for Citrix June 2007 ACD Agent panel The ACD Agent panel contains the following items: ● Configure program for EAS agent support - When this check box is enabled, Avaya IP Agent supports the Expert Agent Selection (EAS) feat...

Avaya IP Agent option dialogs Avaya IP Agent Installation and User Guide for Citrix June 2007 125 Call Handling panel The Call Handling panel contains the following items: ● Call Transfer - Use Basic Transfer - Selecting this option sets the default transfer mode to the basic method. ● Call Transfer...

Chapter 10: Dialog Reference 126 Avaya IP Agent Installation and User Guide for Citrix June 2007 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 C...

Avaya IP Agent option dialogs Avaya IP Agent Installation and User Guide for Citrix June 2007 127 Call Information Display panel The Call Information Display panel contains the following items: ● Display call information on the title bar during a call - When this check box is enabled, Avaya IP Agent...

Chapter 10: Dialog Reference 128 Avaya IP Agent Installation and User Guide for Citrix June 2007 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 ...

Avaya IP Agent option dialogs Avaya IP Agent Installation and User Guide for Citrix June 2007 129 External Number Format panel Note: Note: The first three controls in this panel are automatically disabled if you have set your dialing properties for the United States. The controls are only available ...

Chapter 10: Dialog Reference 130 Avaya IP Agent Installation and User Guide for Citrix June 2007 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 person...

Avaya IP Agent option dialogs Avaya IP Agent Installation and User Guide for Citrix June 2007 131 Voice Message Number panel The options on this dialog determine what action is taken when you click the voice message icon in the System Tray. Note: Note: This icon is displayed only when voice messages...

Chapter 10: Dialog Reference 132 Avaya IP Agent Installation and User Guide for Citrix June 2007 Feature Access panel ! Important: Important: In order for the Disable Modification feature to function properly, an administrative password must be set through the Set Password button. If a password is n...

Login Settings dialog box Avaya IP Agent Installation and User Guide for Citrix June 2007 135 Call Server tab The Server tab of the Login Settings dialog box contains the following controls: ● Primary Server Address - This field contains the domain name or IP address of the Avaya communication serve...

Chapter 10: Dialog Reference 136 Avaya IP Agent Installation and User Guide for Citrix June 2007 Audio tab The Audio tab of the Login Settings dialog box contains the following controls: ● Road Warrior (Voice over IP) - This field is not supported for the Windows Terminal Services edition of Avaya I...

Login Settings dialog box Avaya IP Agent Installation and User Guide for Citrix June 2007 137 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...

Chapter 10: Dialog Reference 138 Avaya IP Agent Installation and User Guide for Citrix June 2007 Advanced tab The Advanced tab of the Login Settings dialog box contains the following controls: ● Choose from the following port range to communicate with the server - When this check box is enabled, Ava...

Chapter 10: Dialog Reference 140 Avaya IP Agent Installation and User Guide for Citrix June 2007 Volume and Ringer Settings dialog box The Volume and Ringer Settings dialog box contains the following applicable items: Ringer ● Volume - Use this slider to adjust the volume of the sound that is played...

Avaya IP Agent Installation and User Guide for Citrix June 2007 141 Appendix A: Shortcut keys This section contains quick reference information for shortcut keys. Shortcut keys refer to key combinations that you can use to invoke a particular command. For example, to place a call on hold, you can pr...

Appendix A: Shortcut keys 142 Avaya IP Agent Installation and User Guide for Citrix June 2007 Agent features Avaya IP Agent features To... Press... Log in Ctrl + Ins Log out Ctrl + Del Change to After Call Work (ACW) mode Ctrl + W Change to Auxiliary Work (AUX) mode Ctrl + A Change Available mode as...

Shortcut key functions Avaya IP Agent Installation and User Guide for Citrix June 2007 143 Windows features Exit Avaya IP Agent or close the current active window Alt + F4 View the Properties of the selected item in the Search Public Directory , Screen Pops , or Phone Directory windows. Alt + Enter ...

Avaya IP Agent Installation and User Guide for Citrix June 2007 145 Appendix B: Language support This section contains quick reference information for supported languages. Untranslated components The following Avaya IP Agent components are provided only in English: ● Installation ● Event log ● Avaya...

Avaya IP Agent Installation and User Guide for Citrix June 2007 147 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: ● ...

Appendix C: Troubleshooting 150 Avaya IP Agent Installation and User Guide for Citrix June 2007 Making and receiving calls This section lists problems that are associated with placing outgoing calls and receiving incoming ACD calls through Avaya IP Agent. Problem What to do Agents cannot place calls...

Appendix C: Troubleshooting 152 Avaya IP Agent Installation and User Guide for Citrix June 2007 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 no...

Appendix C: Troubleshooting 154 Avaya IP Agent Installation and User Guide for Citrix June 2007 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 ...

Avaya IP Agent Installation and User Guide for Citrix June 2007 165 Index Index A abbreviated dialing . . . . . . . . . . . . . . . . . 82 ACD Agent settings . . . . . . . . . . . . . . . . 124 ACW work mode . . . . . . . . . . . . . . . . . . 61 agent login (EAS) . . . . . . . . . . . . . . . . . ....