Avaya IP Agent Installation And User Manual

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Avaya IP Agent Release 5.0 Installation and User Guide Issue 1.2 April 2005 ...

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© 2004 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corr...

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Issue 1.1 August 2004 3 About this information product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . ...

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Contents 4 Avaya IP Agent Installation and User Guide Upgrading CentreVu IP Agent V1.X to Avaya IP Agent R5. . . . . . . . . . . . . . . . 47 Upgrading CentreVu IP Agent V2 to Avaya IP Agent R5. . . . . . . . . . . . . ....

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Contents Issue 1.1 August 2004 5 Chapter 5: Using enhanced configuration options . . . . . . . . . . . . . . . . . . . 91 Configuring the Emergency Call Handling Service . . . . . . . . . . . . . . . . . . . . ...

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Contents 6 Avaya IP Agent Installation and User Guide Chapter 7: Avaya IP Agent basic operations . . . . . . . . . . . . . . . . . . . . . . 127 Selecting an agent work mode . . . . . . . . . . . . . . . . . ...

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Contents Issue 1.1 August 2004 7 Viewing a single set of VuStats information in Avaya IP Agent . . . . . . . . . . . . . . 163 Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....

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Contents 8 Avaya IP Agent Installation and User Guide User Interface Options panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220 External Number Format panel . . . . . . . . . . . . . . . ...

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Issue 1.1 August 2004 9 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 ...

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About this information product 10 Avaya IP Agent Installation and User Guide Related documentation The following documents can help you configure your Avaya communication server for use with Avaya IP Agent: ● DEFINITY Enterprise Communications Sys...

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Issue 1.1 August 2004 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? on page 12 ● Avaya IP Agent configurations on ...

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Introduction 12 Avaya IP Agent Installation and User Guide 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-si...

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What is Avaya IP Agent? Issue 1.1 August 2004 13 ● 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 Prot...

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Introduction 14 Avaya IP Agent Installation and User Guide ● IP Telephone configuration - Agents using an IP telephone can use Avaya IP Agent in the same manner as with the Telecommuter configuration. Features that are assigned to the extension c...

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What is Avaya IP Agent? Issue 1.1 August 2004 15 ● Search Public Directory - With this feature, agents have the ability to search through public or company information using the Lightweight Directory Access Protocol (LDAP). ● Screen Pops - Scree...

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Introduction 16 Avaya IP Agent Installation and User Guide ● Support for Virtual Private Networks (VPNs) - The Avaya iClarity IP Audio component supports substitution of SHIM-based IPSec client addresses for the local IP address within H.323 sign...

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Avaya IP Agent configurations Issue 1.1 August 2004 17 Avaya IP Agent configurations Avaya IP Agent supports the following configurations: ● Road Warrior configuration (Voice-over-IP) on page 17 ● Telecommuter configuration on page 18 ● IP Te l...

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Introduction 18 Avaya IP Agent Installation and User Guide ● Telephone - Not supported in this configuration ● Voice quality - Dependent on the performance of the personal computer hardware, the amount of bandwidth available in the network conne...

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Avaya IP Agent configurations Issue 1.1 August 2004 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 tele...

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Introduction 20 Avaya IP Agent Installation and User Guide ● Agent greetings - Stored on the Avaya CallMaster VI telephone set ● Avaya communication server connections - One user connection Avaya Telephone (IP and DCP) configuration The Avaya Tel...

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Compatible telephone types for Avaya IP Agent Issue 1.1 August 2004 21 Compatible telephone types for Avaya IP Agent This section contains the following topics: ● Supported telephone types on page 21 ● Recommended telephone types on page 24 Suppo...

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Introduction 22 Avaya IP Agent Installation and User Guide 4602 IP ● 40-character display ● To use this telephone, you must administer it on the Avaya communication server with the IP Telephone configuration. To register this telephone with ...

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Compatible telephone types for Avaya IP Agent Issue 1.1 August 2004 23 4630 IP ● 320x240 pixel display ● Use of this telephone with the Avaya Telephone-IP configuration requires Avaya Communication Manager 2.1 or later. 6402D DCP ● 32-chara...

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Introduction 24 Avaya IP Agent Installation and User Guide 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 pr...

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Network compatibility Issue 1.1 August 2004 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 iClarit...

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Introduction 26 Avaya IP Agent Installation and User Guide ...

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Issue 1.1 August 2004 27 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:...

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Installing Avaya IP Agent for PC-based configurations 28 Avaya IP Agent Installation and User Guide Prerequisites This section provides information on the necessary hardware and software for successful installation and usage of Avaya IP Agent. This ...

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Prerequisites Issue 1.1 August 2004 29 Avaya communication server The following table shows the Avaya communication servers that can be used with Avaya IP Agent: Note: Note: The Avaya Telephone configuration can be used only with Avaya Communicatio...

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Installing Avaya IP Agent for PC-based configurations 30 Avaya IP Agent Installation and User Guide Personal computer hardware The following topics present the minimum personal computer hardware requirements for Avaya IP Agent: Processor An x86-base...

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Prerequisites Issue 1.1 August 2004 31 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: Important: Only the Road Warrio...

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Installing Avaya IP Agent for PC-based configurations 32 Avaya IP Agent Installation and User Guide - Windows 2000 Professional with Service Pack 2 - Windows XP Professional with Service Pack 1 ! Important: ! Important: Important: The integrated fire...

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Voice-over-IP considerations Issue 1.1 August 2004 33 Voice-over-IP considerations Voice communication through Internet Protocol requires consistent, non-restrictive network bandwidth as well as the personal computer hardware sufficient to support n...

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Installing Avaya IP Agent for PC-based configurations 34 Avaya IP Agent Installation and User Guide The following information describes personal computer considerations that are related to Voice-over-IP communications. Avaya recommends that you vali...

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Voice-over-IP considerations Issue 1.1 August 2004 35 The following list presents some examples of activities and applications that are used in a high-demand system: ● Multiple, CPU-intensive applications running simultaneously ● Database querie...

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Installing Avaya IP Agent for PC-based configurations 36 Avaya IP Agent Installation and User Guide Interactive installation This section provides the procedure for installing Avaya IP Agent and using the Configuration Wizard to enter Avaya communic...

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Interactive installation Issue 1.1 August 2004 37 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 th...

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Installing Avaya IP Agent for PC-based configurations 38 Avaya IP Agent Installation and User Guide 4. Read the entire Software License Agreement carefully and select the Yes button if you understand and agree to the terms. Selecting No causes the i...

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Interactive installation Issue 1.1 August 2004 39 7. If you selected IP Endpoint in the previous step, Avaya IP Agent displays the IP Endpoint Options window. If you are performing an Avaya CallMaster VI installation, skip to Step 8. Place a check ...

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Installing Avaya IP Agent for PC-based configurations 40 Avaya IP Agent Installation and User Guide ● Custom - This option installs the basic options in English as well as in any language you choose. Selecting this option and then the Next button ...

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Interactive installation Issue 1.1 August 2004 41 Note: Note: If you are upgrading from R4, do not use the same configuration file address for Avaya IP Agent R5. Create a new area with a new configuration file. 17. If you want to use the software up...

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Installing Avaya IP Agent for PC-based configurations 42 Avaya IP Agent Installation and User Guide 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 avai...

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Silent installation Issue 1.1 August 2004 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 ...

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Installing Avaya IP Agent for PC-based configurations 44 Avaya IP Agent Installation and User Guide Command-line parameters The following table displays the silent installation feature parameters that allow you to record a response file and to chang...

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Silent installation Issue 1.1 August 2004 45 2. Close the initial setup selection window. 3. Copy the \Setup folder and its contents to your PC or to a network directory. 4. Open a command prompt. This can be done through one of the following methods...

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Installing Avaya IP Agent for PC-based configurations 46 Avaya IP Agent Installation and User Guide 3. After you have navigated into the \Setup folder, enter the following command and press the Enter key: Setup.exe /s If you need to specify a respon...

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Upgrades and reinstallation Issue 1.1 August 2004 47 Upgrades and reinstallation This section provides information for installing Avaya IP Agent over a previous version of Avaya IP Agent, such as V1, V1.1, V2, V3, R4, or CentreVu Agent. This section...

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Installing Avaya IP Agent for PC-based configurations 48 Avaya IP Agent Installation and User Guide recreated the screen pops on one personal computer, you can export this information using the File > Export option from the menu bar and then impo...

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Upgrades and reinstallation Issue 1.1 August 2004 49 ● If you select to not store information for multiple users during installation and multiple users were used previously, Avaya IP Agent will only migrate the application data for the user perfo...

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Installing Avaya IP Agent for PC-based configurations 50 Avaya IP Agent Installation and User Guide Uninstalling Avaya IP Agent This section explains how to uninstall Avaya IP Agent. The uninstall program removes all files and directories that were ...

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Uninstalling Avaya IP Agent Issue 1.1 August 2004 51 ● 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. S...

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Installing Avaya IP Agent for PC-based configurations 52 Avaya IP Agent Installation and User Guide ...

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Issue 1.1 August 2004 53 Chapter 3: Installing Avaya IP Agent for Windows Terminal Services This section contains procedures and important information for installing and uninstalling Avaya IP Agent in a Microsoft Windows Terminal Services environme...

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Installing Avaya IP Agent for Windows Terminal Services 54 Avaya IP Agent Installation and User Guide Prerequisites This section provides information on the necessary hardware and software for successful installation and use of Avaya IP Agent. This ...

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Prerequisites Issue 1.1 August 2004 55 For the Windows Terminal Services implementation of Avaya IP Agent, the Avaya communication server must have one or more of the following component: ● A Control LAN Circuit Pack (C-LAN) circuit pack (TN799B o...

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Installing Avaya IP Agent for Windows Terminal Services 56 Avaya IP Agent Installation and User Guide Note: Note: If you are using the minimum hardware requirements for Windows Terminal Services, you may experience a degradation in performance when ...

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Installing Avaya IP Agent on Windows Terminal Services Issue 1.1 August 2004 57 Installing Avaya IP Agent on Windows Terminal Services This section provides information and procedures for installing Avaya IP Agent for Windows Terminal Services. Bef...

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Installing Avaya IP Agent for Windows Terminal Services 58 Avaya IP Agent Installation and User Guide 4. Read the entire Software License Agreement carefully and select the Yes button if you understand and agree to the terms. Selecting No will cause...

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Installing Avaya IP Agent on Windows Terminal Services Issue 1.1 August 2004 59 13. Select the Next button. The installation program displays the Shortcut and Startup Features window. 14. Select the associated check boxes for the shortcuts you want t...

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Installing Avaya IP Agent for Windows Terminal Services 60 Avaya IP Agent Installation and User Guide Reinstalling Avaya IP Agent for Windows Terminal Services If you reinstall Avaya IP Agent for Windows Terminal Services, the process is exactly as ...

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Uninstalling Avaya IP Agent for Windows Terminal Services Issue 1.1 August 2004 61 Uninstalling Avaya IP Agent for Windows Terminal Services This section explains how to uninstall Avaya IP Agent. The uninstall program removes all files and director...

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Installing Avaya IP Agent for Windows Terminal Services 62 Avaya IP Agent Installation and User Guide ...

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Issue 1.1 August 2004 63 Chapter 4: 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 serve...

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Configuring the Avaya communication server 64 Avaya IP Agent Installation and User Guide Required Avaya communication server circuit packs This section provides information and documentation resources for the circuit packs required by your Avaya com...

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Required Avaya communication server circuit packs Issue 1.1 August 2004 65 performs echo cancellation, silence suppression, Dual Tone Multi-Frequency (DTMF) detection, and conferencing. This circuit pack provides Voice-over-Internet Protocol (VoIP)...

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Configuring the Avaya communication server 66 Avaya IP Agent Installation and User Guide Validating Feature Access Codes This section provides the procedure for administering the Feature Access Codes (FACs) on an Avaya communication server. Feature ...

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Validating Feature Access Codes Issue 1.1 August 2004 67 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....

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Configuring the Avaya communication server 68 Avaya IP Agent Installation and User Guide 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 tele...

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Road Warrior and Telecommuter configurations Issue 1.1 August 2004 69 2. Enter display system-parameters customer-options. The SAT displays Page 1 of the system-parameters customer-options form. 3. Ensure that the Maximum Concurrently Registered IP S...

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Configuring the Avaya communication server 70 Avaya IP Agent Installation and User Guide 6. Navigate to Page 9 of the customer-options form. 7. Ensure that the Limit field for the IP_Agent Rel. 5 Product ID is set to the number of licenses you purch...

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Road Warrior and Telecommuter configurations Issue 1.1 August 2004 71 2. Enter change station XXXXX where XXXXX is the number of the station to be used with Avaya IP Agent. The Avaya communication server displays the change station form for the spec...

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Configuring the Avaya communication server 72 Avaya IP Agent Installation and User Guide locally connected to the Avaya communication server port is disabled and cannot be used. 5. Enter a number in the Security Code field that will be used as a pas...

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Road Warrior and Telecommuter configurations Issue 1.1 August 2004 73 12. Navigate to Page 3 of the change station form. 13. On pages 3, 4, and 5 of the station administration forms, assign functions to each button that you want to appear in your Av...

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Configuring the Avaya communication server 74 Avaya IP Agent Installation and User Guide ! Important: ! Important: Important: The 4600, 6400, and 607A1 telephone types do not have a physical Drop button; therefore, you must assign a drop function fo...

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CallMaster VI configurations Issue 1.1 August 2004 75 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 com...

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Configuring the Avaya communication server 76 Avaya IP Agent Installation and User Guide 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...

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CallMaster VI configurations Issue 1.1 August 2004 77 Before you begin Before configuring station settings on the Avaya communication server, you should have completed the procedure in Ensuring compatibility on page 75 to verify that your Avaya com...

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Configuring the Avaya communication server 78 Avaya IP Agent Installation and User Guide Note: Note: You can configure your Avaya communication server to prompt for reason codes when an agent enters the aux-work state. ● release - Assignment of th...

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IP Telephone and Avaya Telephone-IP configurations Issue 1.1 August 2004 79 IP Telephone and Avaya Telephone-IP configurations This section provides the procedures for configuring your Avaya communication server to function properly with Avaya IP A...

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Configuring the Avaya communication server 80 Avaya IP Agent Installation and User Guide 2. Enter display system-parameters customer-options. The SAT displays Page 1 of the system-parameters customer-options form. 3. Ensure that the Maximum Concurren...

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IP Telephone and Avaya Telephone-IP configurations Issue 1.1 August 2004 81 6. Navigate to Page 9 of the customer-options form. 7. For the Avaya Telephone-IP configuration, ensure that the Limit field for the IP_AGENTSC Rel. 5 Product ID is set to t...

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Configuring the Avaya communication server 82 Avaya IP Agent Installation and User Guide For the IP Telephone configuration, the Computer Telephony Integration (CTI) control feature must be enabled on the IP telephone before it can be used in conjun...

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IP Telephone and Avaya Telephone-IP configurations Issue 1.1 August 2004 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,...

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Configuring the Avaya communication server 84 Avaya IP Agent Installation and User Guide 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 wind...

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Avaya Telephone-DCP configurations Issue 1.1 August 2004 85 Avaya Telephone-DCP configurations The Avaya Telephone-DCP configuration allows agents to use Avaya IP Agent as a direct interface with a Digital Communication Protocol (DCP) telephone. Thi...

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Configuring the Avaya communication server 86 Avaya IP Agent Installation and User Guide Steps for ensuring Avaya Telephone-DCP compatibility To ensure that your Avaya communication server supports the Avaya Telephone-DCP configuration: 1. Log in to...

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Avaya Telephone-DCP configurations Issue 1.1 August 2004 87 5. Ensure that the IP Stations field is set to y. 6. Navigate to Page 9 of the customer-options form. 7. Ensure that the Limit field for the IP_AGENTSC Rel. 5 Product ID is set to the number...

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Configuring the Avaya communication server 88 Avaya IP Agent Installation and User Guide 2. Enter change station XXXXX where XXXXX is the number of the station to be used with Avaya IP Agent. The Avaya communication server displays the change statio...

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Avaya Telephone-DCP configurations Issue 1.1 August 2004 89 7. Navigate to Page 2 of the change station form. 8. Set the Multimedia Mode field to enhanced. 9. Set the Service Link Mode field to one of the following options: ● as-needed - Use this ...

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Configuring the Avaya communication server 90 Avaya IP Agent Installation and User Guide ● auto-in - This function makes agents available for new calls immediately after they finish with the current call. ● manual-in - This function makes the ag...

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Issue 1.1 August 2004 91 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: �...

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Using enhanced configuration options 92 Avaya IP Agent Installation and User Guide Configuring the Emergency Call Handling Service The Emergency Call Handling Service (E911) allows IP Endpoints to use numbers that connect to emergency services, such...

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Configuring the Emergency Call Handling Service Issue 1.1 August 2004 93 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 y...

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Using enhanced configuration options 94 Avaya IP Agent Installation and User Guide ● Your extension number XXXXXXX - Select this option button if you want your extension number to be sent to emergency personnel. This selection is best used for th...

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Configuring Avaya IP Agent for VPN configurations Issue 1.1 August 2004 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 throug...

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Using enhanced configuration options 96 Avaya IP Agent Installation and User Guide 4. Place a check mark in the Use the following IP address (as displayed by the VPN client) check box. Avaya IP Agent enables the associated IP address field. 5. In th...

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Installing the Quality of Service Packet Scheduler Issue 1.1 August 2004 97 Installing the Quality of Service Packet Scheduler Quality of Service (QoS) can help improve voice transmission on your network and personal computer when using Voice-over-I...

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Using enhanced configuration options 98 Avaya IP Agent Installation and User Guide 6. Select Service. 7. Select the Add button. Windows displays the Select Network Service dialog box. 8. Select QoS Packet Scheduler. 9. Select the OK button. 10. Sele...

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Configuring Alternate Gatekeeper on Avaya communication servers Issue 1.1 August 2004 99 Configuring Alternate Gatekeeper on Avaya communication servers Use the Alternate Gatekeeper feature when an IP Endpoint registers with an Avaya communication ...

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Using enhanced configuration options 100 Avaya IP Agent Installation and User Guide Configuring server load balancing across gatekeepers Load balancing for an Avaya communication server refers to the ability of distributing IP Endpoint traffic acr...