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Chapter 7: Avaya IP Agent basic operations
64 Avaya IP Agent Installation and User Guide for Citrix June 2007
2. After the call is completed and the calling party disconnects from the call, or after the agent
selects Release for that call, the agent should hang up the telephone if no more calls are
ringing on the Avaya IP Agent screen.
3. If there is another incoming call indicated on the screen, the agent should not hang up the
telephone, but select the Answer button for the new call appearance on the Avaya IP
Agent screen. The agent is then connected to the new call. The previous call is placed on
hold.
Note:
Note: If an incoming call is displayed in the Avaya IP Agent main window before the
telephone rings, the agent must wait for the telephone set to ring before
answering.
Telecommuter (Auto-Answer)
Configuration settings for Telecommuter (Auto-Answer)
The following list provides the options to set for this configuration:
● Agent Administration for auto-answer is set to station, ACD, or all.
● Station Administration for auto-answer is set to ACD or all.
● Station Administration has the service link set to permanent.
● During the event of agent login, the telephone will ring to deliver the login confirmation
tone.
Steps for answering Telecommuter (Auto-Answer) calls
To answer a call for this configuration:
1. The agent should answer the telephone and do not return it to the on-hook state for the
remainder of the shift for that agent.
If the telephone is accidentally cut off or placed on-hook, the Avaya communication server
rings the telephone when it has a call to deliver. The agent must answer by picking up the
handset.
2. As with any auto-answer telephone, the Avaya communication server will provide a zip
tone (a beep) to signal that a new call has arrived.