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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 configuration, these identifiers can be passed to Avaya IP Agent
and used in screen pops for agents.
Available configuration and supported communication servers
● Support of Avaya DEFINITY R10, MultiVantage, and Communication Manager systems.
● Telecommuter configuration - Agents using an analog or Digital Communication Protocol
(DCP) telephone can use the advanced call features provided by the Avaya
communication server. For example, an agent working from home can use Avaya IP Agent
and their home telephone to transfer calls, place calls on hold, change agent work mode,
and do other call center activities.
Call and contact center features
● VuStats support - Avaya IP Agent can display multiple lines of VuStats information in the
VuStats dialog box. You can use VuStats information to assist in complete monitoring of
the contact center.
● Emergency Call Handling Service (E911) - With this feature, agents using IP Endpoints
can use numbers that connect to emergency services, such as 911 in the United States.
Only those emergency services in the Public Safety Answering Point area where the
Avaya communication server is located can be reached. Agents or extensions in remote
locations should not use this feature for emergencies.
● External Number Formatting - For international users, Avaya IP Agent allows you to define
how many digits are present in telephone numbers outside the contact center.
Contact management features
● Call history - Avaya IP Agent records a complete call history of incoming and outgoing
calls, even for those calls that were missed because where the caller does not leave a
voice message.
● Telephone directory - Avaya IP Agent provides a customizable telephone directory that
lists physical addresses, multiple telephone numbers, speed-dial numbers, e-mail
addresses, and notes for each contact.
● 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 - Screen Pops can be initiated when a call is received or placed. Avaya IP
Agent provides agents with the ability to display Web pages, start applications, or retrieve
and display caller information from a database. Screen pops are created using the Screen
Pops Wizard, which guides you through their creation. A screen pop can consist of any
process or application that can be initiated through one of the commands in the following
list:
-
Windows executable or registered file type activation