Administering Communication Manager for Avaya one
Contents
1. Ensure that the station has been created using the add station command on Communication Manager 1 Log in to the Communication Manager administration interface You can choose to log in to the Station Administration Terminal SAT on Communication Manager 2 Inthe text input field enter change station XXXXX where XXXXxX is the station id corresponds to the agent extension number to be used with Avaya one X Agent The system navigates to specific station administration form based on the provided station ID 3 Navigate to page 1 of the change station form and perform the following steps a In the Type field enter the type of telephone that Avaya one X Agent will emulate In the Another Phone mode Avaya one X Agent can take over the administration and functionality of a physical Digital Communication Protocol DCP telephone The physical telephone must be one of those listed in Computer and other hardware requirements in nstalling and configuring Avaya one X Agent For DCP the physical telephone is unusable while Avaya one X Agent is registered with its extension The telephone will become usable again when Avaya one X Agent disconnects the session from Communication Manager b In the Port field enter one of the following options 12 Administering Communication Manager for Avaya one X Agent November 2009 Configuring the station settings for the My Computer and Another Phone modes e Enter the IP address of the s2. the Desk Ph fi ti 48 C LAN circuit pack cecee cece cece eeeeeeeeeeeneneetereaeees T or NETES ONE CONTJUTAUON ies issiria issii IP Media Processor circuit Pack cccccceeeeeees 7 F V FAC neniani aa aa A A 9 validating Another Phone settings 2 0 0eeeeeeeeeeeees 44 I My Computer settings ceeeestereeeeeereeees 11 the Desk Phone settings cseeeseeeeeeeeeees 17 introduction ee 5 feature access codes cccccceeeseeeceeeeeeeeeeeeeaaeeees 9 Administering Communication Manager for Avaya one X Agent November 2009 27 Index 28 Administering Communication Manager for Avaya one X Agent November 2009
3. with Service Pack 1 Voice and video Administering Communication Manager for Avaya one X Agent November 2009 5 Introduction a Important You must be familiar with administering your Communication Manager before attempting any of the procedures If you are unfamiliar with the fields or settings refer to your Communication Manager documentation 6 Administering Communication Manager for Avaya one X Agent November 2009 Chapter 2 Required Communication Manager circuit packs Communication Manager requires circuit packs to support the My Computer and Office Phone configurations with Avaya one X Agent These circuit packs allow remote agents to connect to Communication Manager with Avaya one X Agent through TCP IP C LAN circuit pack C LAN is a packet port circuit pack for Communication Manager that provides TCP IP connectivity to various accessories for applications It has one 10BaseT or 100BaseT Ethernet connection and up to 16 DSO physical interfaces for PPP connections Two integrated modems provide remote PPP connectivity over analog facilities You can add multiple C LAN circuit packs to a system to increase TCP IP capacity The C LAN circuit pack provides data signaling over TCP IP for Avaya one X Agent The C LAN circuit pack is used for the My Computer Office Phone and Another Phone configurations where a data connection is made to a Communication Manager The voice path does not use this circuit pack E Note Avay
4. AVAYA Administering Communication Manager for Avaya one X Agent Release 2 0 November 2009 2009 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 corrections to the information in this document might be incorporated in future releases Documentation disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Customer and or End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by the Customer or End User Link disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation and Avaya does not necessarily endorse the products services or information described or offered within them We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages Warranty Avaya Inc provides a limited warranty on this product Refer to your sa
5. OUs sssssscscsetcrsrccccesssssacannecereseeesssssacatenedoceeteneeessvaees 18 Chapter 6 Configuring the video SettingS cccceeeeeeenennneneeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeenes 21 Chapter 7 Enabling the Auto Answer support for a Station ccceessseeeeeeeeeeeeeeeeeeeeees 23 Chapter 8 Configuring reason COCES ccccccceeeessseeeeeeeeeeeeeeeeeeeeceeeeeeeseeeeeeeeeseeesaneeeeeeeeeees 25 ener ne er er nr ENE E ee E EE 27 Administering Communication Manager for Avaya one X Agent November 2009 3 Contents 4 Administering Communication Manager for Avaya one X Agent November 2009 Chapter 1 Introduction Avaya one X Agent Release 2 0 is an integrated telephony softphone solution that provides seamless connectivity to at home agents remote agents outsourced agents contact center agents and agents interacting with clients having vocal and hearing impairment This is the second release of Avaya one X Agent and has number of enhancements in addition to the features available in the Release 1 0 Agent collaboration supervisory support and central administration capabilities are the main enhancements of Avaya one X Agent Release 2 0 These enhancements are supported by Presence Services System Manager and Communication Manager Avaya one X Agent Release 2 0 also relies on the Call Center features of Communication Manager In addition to the features present in release 1 0 Avaya one X Agent now supports new fea
6. User Information UUI that you specify for this call set the option as uui info The Computer Telephony Integration CTI application usually sets the application The uui info is used for screen pops You can find information on all available button functions in the Communication Manager documentation 20 Administering Communication Manager for Avaya one X Agent November 2009 Chapter 6 Configuring the video settings Prerequisites e Complete the steps in Checking the compatibility for My Computer and Another Phone modes on page 11 to verify that your Communication Manager supports Avaya one X Agent and FACs Ensure that you have a valid user ID with the proper administrative permissions to change settings on Communication Manager e Ensure that the station has been created using the add station command on Communication Manager 1 Log in to the Communication Manager administration interface You can choose to log in to the Station Administration Terminal SAT on Communication Manager 2 Inthe text input field enter change station XXXXX where XXXXxX is the station id corresponds to the agent extension number to be used with Avaya one X Agent The system displays the change station form for the specified station 3 In the IP Video Softphone field set the option to y 4 In the text input field enter change ip codec set 1 5 Navigate to page 2 of the change ip codec set 1 form and set the Allow Direct IP Mul
7. a recommends that you use the TN799C V4 TN799DP or later C LAN circuit pack for its increased ability to handle maximum capacities Previous versions may encounter difficulties when the C LAN circuit pack reaches the maximum number of active endpoints IP Media Processor circuit pack The IP Media Processor circuit pack provides the transmission of voice data over an IP network This enables support of applications that comply with the H 323 v2 protocols The IP Media Processor also reduces per port costs and improves quality through its dynamic jitter buffers Additionally it performs echo cancellation silence suppression Dual Tone Multi Frequency DTMF detection and conferencing The IP Media Processor circuit pack provides Voice over Internet Protocol VolP for Avaya one X Agent You can use the IP Media Processor circuit pack for the My Computer Office Phone and Another Phone configurations where a VolP connection is made to the Communication Manager Administering Communication Manager for Avaya one X Agent November 2009 7 Required Communication Manager circuit packs g3 Note For installation procedures and configuration information for the C LAN and IP Media Processor circuit packs see Administration for Network Connectivity for Communication Manager 8 Administering Communication Manager for Avaya one X Agent November 2009 Chapter 3 Validating Feature Access Codes Avaya one X Agent uses Feature Access Codes FAC
8. after call The assignment of this feature is mandatory e To put the agent in the Auxiliary Work AUX mode with a different reason codes set the option as aux work The assignment of this feature is mandatory You can configure your Communication Manager to prompt for reason codes when an agent enters the AUX state To terminate the current call and line appearance set the option as release The assignment of this feature is mandatory Use the release feature if you have enabled the Auto Answer option on the station e To display information collected from the originator of the call set the option as Caller info This function is required only with the Call Prompting feature The Call Prompting feature obtains information from a caller through a collect digits vector step on Communication Manager e To view statistics for the skill configured on the vu display button set the option as vu display e To view the User to User Information UUI that you specify for this call set the option as uui info The uui info is used for screen pops The Computer Telephony Integration CTI usually sets the application e To make agent enter work codes for a call set the option as work code e To disable statistics from displaying set the option as normal If the normal button is not configured Avaya one X Agent does not show vu stats e To enable supervisor assistance set the option as assist e To release a call without put
9. d to one of the following options e Choose the settings to as needed if the station has low call traffic or a toll is charged for calls e Choose the setting to permanent if the station has high call traffic or if it is set as an auto answer station ap Important When you set the Service Link Mode for a station to Permanent CM 4 0 it requires that you set Direct IP IP Audio Connections to n if this is done you cannot use Video in RoadWarrior mode c Ensure that you set the Emergency Location Ext field to the appropriate setting for your contact center 6 Navigate to page 3 and 4 of the station administration forms assign functions to each button that you want the system to display in your Avaya one X Agent Phone Features window When the system connects this station to Communication Manager the assigned button functions appear in the Avaya one X Agent Phone Features window You Administering Communication Manager for Avaya one X Agent November 2009 19 Configuring the Desk Phone settings can find information on all available button functions in the documentation for your Communication Manager 7 Navigate to page 5 of the station administration form you must assign the necessary agent work mode buttons that are used in your contact center e To make the agent available for new calls immediately after they finish with the current call set the option as auto in Set the auto in function to put the agent in the ready
10. for Avaya one X Agent e For the IP Telephone configuration verify the number of licenses for the IP_AGENT Product ID is set to the number of licenses you purchased for Avaya one X Agent Configuring the station settings for the Desk Phone mode Prerequisites e Before configuring the station settings on your Communication Manager you must complete the procedures in Checking the compatibility for the Desk Phone mode on page 17 to verify that your Communication Manager supports Avaya one X Agent and FACs Ensure that you have a valid user ID with the proper administrative permissions to change settings on Communication Manager e Ensure that the station has been created using the add station command on Communication Manager Ensure that the firmware version of the telephone is 1 7 or later if you are using an Avaya IP telephone with Avaya one X Agent 1 If you are using the IP Telephone you must enable the CTI control feature on the IP telephone before using it in conjunction with Avaya one X Agent To enable the CTI control feature a Press the Mute button b Press 28 4 The telephone displays the state of the CTI control feature CTI manual indicates that the feature is enabled c Depending on the feature state perform the appropriate action Ifthe telephone displays CTI manua1 save your changes by following the prompts on the telephone display If the telephone displays CTI of press 1 to e
11. les agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available through the Avaya Support Web site http www avaya com support Licenses USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http Awww avaya com support Licenselnfo GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF PURCHASE WITHIN TEN 10 DAYS OF DELIVERY FOR A REFUND OR CREDIT Avaya grants End User a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone Products or pre installed on Hardware Hardware means the standard hardware Products originally sold by Avaya and ultimately utilized by End U
12. llowing procedure to configure reason codes on Communication Manager for use in Avaya one X Agent 1 Log in to the Communication Manager administration interface You can choose to log in to the Station Administration Terminal SAT on the Communication Manager 2 In the text input field enter change reason code names The system displays the change reason codes for auxiliary and logout in the form 3 Enter the codes that you want to use with Avaya one X Agent as appropriate Administering Communication Manager for Avaya one X Agent November 2009 25 Configuring reason codes 26 Administering Communication Manager for Avaya one X Agent November 2009 Index A L administering legal noti Another Phone settings sccscssscscesssssssesesesseeeeen 11 egal NOUCES aiiin a E 2 Desk Phone settings cccccccssssseeeeeeeeeseeees T aMi My Computer settings eeeeeeeeeeeeeeeeeeeeeeneeenseeeens 41 N notices leg l sisissacjeietiore tes hese E A E AREER 2 Cc a Se ee ee _ O configuring reason COCES cece ceccccccccccccecceueueeecuccetuneusteeeneunenens 25 OV SERVI GW inna e T E A 5 video Settings 20 ccesesesescesecescsescscesesesesseseeneeseeeees 21 Communication Manager ceeeeeeeteee 5 configuring station settings auto answer SUpport cece eeeeeeeeeeeeeeeeeteeeeeeeees 23 R for Another Phone configuration E 12 requirement for My Computer configuration 0 ceeeeeeee 42 ae for
13. nable the CTI control and then save your changes by following the prompts on the telephone display 18 Administering Communication Manager for Avaya one X Agent November 2009 Configuring the station settings for the Desk Phone mode You may skip this feature if you are administering the Avaya Telephone IP configuration 2 Log in to the Communication Manager administration interface You can choose to log in to the Station Administration Terminal SAT on the Communication Manager 3 Inthe text input field enter change station XXXXX where XXXXxX is the station id corresponds to the agent extension number to be used with Avaya one X Agent The Communication Manager displays the change station form for the specified station 4 Navigate to page 1 of the station administration form and perform the following steps a Inthe Type field enter the type of telephone that Avaya one X Agent will control The station type must match that of the IP telephone b Ensure that the Port field is set to IP c In the Security Code field enter a number that Communication Manager will use as a password for an agent during the extension login If you do not enter the security code an agent using this station cannot log in to Communication Manager d Set the IP Softphone field to y 5 Navigate to Page 2 of the station administration form and perform the following steps a Set the Multimedia Mode field to enhanced b Set the Service Link Mode fiel
14. one setting IP Telephone or Avaya Telephone IP for use of Avaya one X Agent in your contact center E Note If any settings of your Communication Manager do not conform to the steps in this procedure you must contact Avaya to purchase the appropriate options or configuration for your Communication Manager before you use Avaya one X Agent 1 Log in to the Communication Manager administration interface You can choose to log in to the Station Administration terminal on Communication Manager 2 In the text input field enter display system parameters customer options The system displays Page 1 of the system parameters customer options form 3 Navigate to page 2 of the customer options form and 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 you connect to Communication Manager at one time IP stations can consist of Avaya one X Agent Avaya IP Softphone and IP telephone sets 4 Navigate to Page 4 of the customer options form and ensure that the IP Stations field is set to y 5 Navigate to Page 10 of the customer options form and check for the following Administering Communication Manager for Avaya one X Agent November 2009 17 Configuring the Desk Phone settings e For the Avaya Telephone IP configuration ensure that the Limit field for the AgentSC Product ID is set to the number of licenses you purchased
15. propriate setting for your contact center 5 Navigate to page 3 and 4 of the station administration forms assign functions to each button that you want the system to appear in your Avaya one X Agent Phone Features window When the system connects this station to Communication Manager the assigned button functions appear in the Avaya one X Agent Phone Features window You can find information on all available button functions in the Communication Manager documentation 6 Navigate to page 5 of the station administration form you must assign the necessary agent work mode buttons that are used in your contact center To make the agent available for new calls immediately after they finish with the current call set the option as auto in Administering Communication Manager for Avaya one X Agent November 2009 13 Configuring the My Computer and Another Phone settings Set the auto in function to put the agent in the ready state automatically after the agent completes a call Do not use this button if the manual in button has been administered for the station To make the agent available to take a call and then put the agent in the After Call Work ACW mode when the call has been completed set the option as manual in Set the manual in function to put the agent in the after call state after finishing the call You may not use this button if the auto in button is administered e To put the agent in the ACW mode set the option as
16. rface You can choose to log in to the Station Administration Terminal SAT on Communication Manager 2 In the text input field enter display system parameters customer options 3 Navigate to page 2 of the customer options form and 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 you can connect to the Communication Manager at a time Each IP stations can consist of Avaya one X Agent Avaya IP Softphone and IP telephone sets Administering Communication Manager for Avaya one X Agent November 2009 11 Configuring the My Computer and Another Phone settings 4 Navigate to Page 4 of the customer options form and ensure that the IP Stations field is set to y 5 Navigate to Page 10 of the customer options form and ensure that the Limit field for the IP_Agent Product ID is set to the number of licenses you purchased for Avaya one X Agent R2 0 Configuring the station settings for the My Computer and Another Phone modes Prerequisites e Before configuring the station settings on your Communication Manager you must complete the procedures in Checking the compatibility for My Computer and Another Phone modes on page 11 to verify that your Communication Manager supports Avaya one X Agent and FACs Ensure that you have a valid user ID with the proper administrative permissions to change settings on Communication Manager
17. s to give agents the ability to change the current work mode log in log out adjust the method with which an agent receives the next call and request supervisor assistance Prerequisites e Ensure that you have assigned the fac capability in the dial plan as you cannot enter FACs without the fac capability Ensure that you have a valid user ID with the proper administrative permissions to change settings on the corresponding Communication Manager 1 Log in to the Communication Manager administration interface You can choose to log in to the Station Administration Terminal SAT on Communication Manager 2 Inthe text input field enter display dialplan analysis 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 dial plan does not currently support FACs For more information on configuring your dial plan for FACs refer to the documentation for your Communication Manager 3 In the text input field enter display feature access codes to view the Feature Access Codes FAC form 4 Navigate to the call center portion of the Feature Access Codes FAC form The Communication Manager system displays only a subset of the access code fields 5 Administer the FACs for Login and Logout or any other FACs that you want for your agents e Login for agents e Logout for agents e Service Observing Listen Only for supervi
18. ser License type Concurrent User License CU End User may install and use the Software on multiple Designated Processors or one or more Servers so long as only the licensed number of Units are accessing and using the Software at any given time A Unit means the unit on which Avaya at its sole discretion bases the pricing of its licenses and can be without limitation an agent port or user an e mail or voice mail account in the name of a person or corporate function e g webmaster or helpdesk or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software Units may be linked to a specific identified Server 2 Administering Communication Manager for Avaya one X Agent Copyright Except where expressly stated otherwise the Product is protected by copyright and other laws respecting proprietary rights Unauthorized reproduction transfer and or use can be a criminal as well as a civil offense under the applicable law Third party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http Awww ava
19. sors e Service Observing Listen Talk for supervisors e Remote Agent Logout for supervisors If you do not find the FACs refer to the documentation for your Communication Manager to find instructions on adding FACs Administering Communication Manager for Avaya one X Agent November 2009 9 Validating Feature Access Codes 10 Administering Communication Manager for Avaya one X Agent November 2009 Chapter 4 Configuring the My Computer and Another Phone settings You must administer the My Computer and Another Phone settings on Communication Manager to use Avaya one X Agent A Danger Because IP Endpoints do not dial to and connect with local emergency services when dialing from remote locations agents or extensions in remote locations must not use this feature for emergencies Avaya Inc is not responsible or liable for any damages resulting from misplaced emergency calls made from an Avaya endpoint Your use of this product indicates that you have read this advisory and agree to use an alternative telephone to dial all emergency calls from remote locations Checking the compatibility for My Computer and Another Phone modes ae Important If any settings of your Communication Manager do not conform to the steps in this procedure you must contact Avaya to purchase the appropriate options or configuration for your Communication Manager before you use Avaya one X Agent 1 Log in to the Communication Manager administration inte
20. state automatically after the agent completes a call Do not use this button if the manual in button is administered for the station To make an agent available to take a call and then puts the agent in the After Call Work ACW mode when the call has been completed set the option as manual in Set the manual in function to put the agent in the after call state after finishing the call Do not use this button if the auto in button is administered e To put the agent in the ACW mode set the option as after call The assignment of this feature is mandatory e To put the agent in the Auxiliary Work AUX mode with a different reason codes set the option as aux work The assignment of this feature is mandatory You can configure your Communication Manager to prompt for reason codes when an agent enters the AUX state To terminate the current call and line appearance set the option as release The assignment of this feature is mandatory Use the release feature if you have enabled the Auto Answer option on the station e To display information collected from the originator of the call set the option as Callr info This function is required only with the Call Prompting feature The Call Prompting feature obtains information from a caller through a collect digits vector step on Communication Manager e To view statistics for the skill configured on the vu display button set the option as vu display e To view the User to
21. t The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support November 2009 Contents Chapter 1 MroduUCHOI sipna siaa EERST n Ea AEE ATAARE 5 Overview of Communication Manage i icssieccca cin seencca sim ssencaarimssercaadawisencmadussseencaasuissaenaaadinnandaadduibeasaasdarsienns 5 Chapter 2 Required Communication Manager Circuit PackS ccceeeeeeeeeeeeeeeeeeeeeeeees 7 CELAN GEO Pena i his iaa oea aaa aa a eb asalgbarieanlaanniceateee manta ehts A IP Media Processor CIRCUIT PON race caa csi scncraghsececaeaaviuecnantaassevavcungavaisescdenecesindzasnevaweaucuaevecwace Ae Er AAi Aaea 7 Chapter 3 Validating Feature Access Codes cccccccsseseseeeeeeeeeeeeeeeeseneeesseseeeeeeeseeeeneeeeeeees 9 Chapter 4 Configuring the My Computer and Another Phone settingS s0 11 Checking the compatibility for My Computer and Another Phone mode cceeeeeeeeeeeeeteetttttttaeeeeeeeeees 11 Configuring the station settings for the My Computer and Another Phone modes 2 ccccccceeeeeeeeeeeeeees 12 Chapter 5 Configuring the Desk Phone SettingS seeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeees 17 Checking ihe compatibility tor the Desk Phone MOOG x csscsuscasase xaxnonccsaadeaienannantacadacs san boneiadatadasatmeisdaniemasions 17 Configuring the station settings for the Desk Phone M
22. tation to specify that station administration is done without hardware e Enter the port number of the actual telephone assigned to this extension When a remote agent logs in to this extension using Avaya one X Agent the actual telephone that is locally connected to the Communication Manager port is disabled and cannot be used Communication Manager uses this option when a remote agent takes direct control of a real extension that has a DCP connection to Communication Manager c In the Security Code field enter a number that the system will use as a password that an agent uses while logging in as an extension If you do not enter the security code an agent using this station cannot log in to Communication Manager d Set the IP Softphone field to y 4 Navigate to Page 2 of the station administration form and perform the following steps a Set the Multimedia Mode field to enhanced b Set the Service Link Mode field to one of the following options e Choose the settings to as needed if the station has low call traffic or a toll is charged for calls e Choose the setting to permanent if the station has high call traffic or if it is set as an auto answer station 2p Important When you set the Service Link Mode for a station to Permanent CM 4 0 it requires that you set Direct IP IP Audio Connections to n if this is done you cannot use Video in RoadWarrior mode c Ensure that you set the Emergency Location Ext field to the ap
23. timedia field to y 6 Inthe textinputfield enter change system parameters customer options 7 Navigate to page 2 of the change system parameters customer options form and set the Maximum Video Capable IP Softphones field to the number required Administering Communication Manager for Avaya one X Agent November 2009 21 Configuring the video settings 22 Administering Communication Manager for Avaya one X Agent November 2009 Chapter 7 Enabling the Auto Answer support for a station 1 Log in to the Communication Manager administration interface You can choose to log in to the Station Administration Terminal SAT on the Communication Manager 2 Inthe text input field enter change station XXXXX where XXXXX is the station id corresponds to the agent extension number to be used with Avaya one X Agent The system displays the change station form for the specified station 3 Navigate to Page 2 of the change station form 4 In the Auto Answer field set to A11 or ACD on the station form An agent logging with the corresponding station id must enable the CM Auto Answer Support Required option on the login window at the time of logging in to the Avaya one X Agent application Administering Communication Manager for Avaya one X Agent November 2009 23 Enabling the Auto Answer support for a station 24 Administering Communication Manager for Avaya one X Agent November 2009 Chapter 8 Configuring reason codes Use the fo
24. ting the phone on hook set the option as release This is required especially when using the Communication Manager Auto answer facility 14 Administering Communication Manager for Avaya one X Agent November 2009 Configuring the station settings for the My Computer and Another Phone modes To enable dropping a participant from a conference set the option a drop Note that if the drop button does not exist Avaya one X Agent will not be able to drop a participant from a call e To enable supervisor service observing set the option as serv obsrv This is only applicable to supervisors The 4600 6400 and 607A1 telephone types do not have a physical Drop button therefore you must assign a drop function for each station to ensure proper operation of the Avaya one X Agent Drop feature Note The only mandatory feature buttons are manual in auto in and aux work Without these buttons agent login will not be permitted Administering Communication Manager for Avaya one X Agent November 2009 15 Configuring the My Computer and Another Phone settings 16 Administering Communication Manager for Avaya one X Agent November 2009 Chapter 5 Configuring the Desk Phone settings You must administer the Desk Phone settings on Communication Manager to use Avaya one X Agent in a contact center Checking the compatibility for the Desk Phone mode Use the following steps to ensure that your Communication Manager supports the Desk Ph
25. tures such as instant messaging hot desking supervisor monitoring central management TTY interaction desktop sharing and single sign on The availability of new features depends on the type of Avaya one X Agent license used for deployment All the enhancements are achieved maintaining the same user interface to help users adapt quickly to the new features presented in this release Overview of Communication Manager Communication Manager organizes and routes voice data image and video transmissions Communication Manager in the contact center environment provides advanced agent functions including agent state control call wrap up control screen pops VuStats screen agent greeting controls and video features It provides user and system management functionality intelligent call routing application integration and extensibility and enterprise communications networking Before agents can receive calls with Avaya one X Agent you must configure Communication Manager to support extension assignments Internet Protocol IP connectivity telephone types and other settings This guide provides procedures and information on how to configure the following versions of Communication Manager for use with Avaya one X Agent e Communication Manager Release 2 0 Voice e Communication Manager Release 3 0 with Service Pack 1 Voice e Communication Manager Release 4 0 with Service Pack 1 Voice and video e Communication Manager Release 5 1
26. ya com support ThirdPartyLicense Preventing toll fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or is not working on your company s behalf Be aware that there can be a risk of toll fraud associated with your system and that if toll fraud occurs it can result in substantial additional charges for your telecommunications services Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada For additional support telephone numbers see the Avaya Support Web site http www avaya com support Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to securityalerts avaya com Trademarks Avaya the Avaya logo one X are either registered trademarks or trademarks of Avaya Inc in the United States of America and or other jurisdictions All non Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya Inc provides a telephone number for you to use to report problems or to ask questions about your produc
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