Avaya IP Agent Quick Reference Guide

Call handling
This reference card addresses the most common procedures for taking calls. Your contact center may be configured to use different procedures.

Answering calls* Making calls* Releasing and dropping calls Accessing Avaya IP Agent features
1. To answer a call: Dial the number using one of the following Release—The current call is disconnected
methods: and you do not hear dial tone. • Transfer
• If Auto-Answer is in effect, wait for
the confirmation tone. Senderized dialing—Allows you to edit the To release a call, perform one of the following • Conference
• If Auto-Answer is not in effect, number before it is sent. actions:
select the Answer button to 1. Perform one of the following actions: • Select the Release button. • Drop
connect the call. • Enter the number in the Number • Hang up the handset, if used. • Hold
2. If an agent greeting is in use, wait for it field. Note: For calls on hold, you must reconnect
to finish playing. • Select the number from your Speed to the call before you can release it. • Dial Number
3. Speak into the headset, microphone, or Dial list, Call History, Phone Drop—The current call is disconnected and
handset. Directory, or Search Public you hear a dial tone. • Phone Directory
4. If you are using Manual-In Mode, select Directory window. To drop a call, click the Drop button.
Agent > Manual-In Mode when you • Speed Dialing (arrow)
2. Press the Enter key or click the Dial
complete the call to become available for Number button. • Call History
more calls.
Cut-through dialing—Transmits digits Conferencing callers
immediately, no editing. • Recent Call List (arrow)
1. Obtain a dial tone by pressing the Enter 1. Select Call > Conference from the
Transferring calls key (with the main window active) or by menu bar or click the Conference • Search Public Directory
clicking the Dial Number button. button.
1. Select Call > Transfer from the menu • Screen Pops – Tools menu
2. Enter the number using the PC keyboard 2. Select Basic Conference or Enhanced
bar.
or the Avaya IP Agent DialPad. Conference.
2. Select Basic Transfer, Unsupervised • VuStats – Tools menu
3. Enter the number of the party to add.
Transfer, or Enhanced Transfer.
You may also click the Transfer button 4. For Enhanced conferencing, select OK
to use the currently configured transfer in the Enhanced Conference-Number
Keyboard shortcuts
mode. dialog box.
5. Add the party to the call by selecting the Agent login: Ctrl + Insert
3. Enter the number to which you want to
transfer the call. If you are using following step for the selected Agent logout: Ctrl + Delete
Unsupervised or Enhanced transfer, conference type: ACW state: Ctrl + W
select the OK button after entering the Holding and reconnecting • Basic – Select Call > Conference AUX state: Ctrl + A
number. > Basic Conference again. Auto-In state: Ctrl + I
To place a call on hold, click the Hold button.
4. Complete the transfer by performing the • Enhanced – Select OK in the Manual-In state: Ctrl + M
following step for the selected transfer: Note: Current calls are automatically placed Enhanced Conference-Add Party
on hold when you answer another call. Hold: Ctrl + H
• Basic – Select Call >Transfer > dialog box.
To return to a call on hold, select the Transfer: Ctrl + T
Basic Transfer again. 6. Repeat these steps until you have added
Reconnect button for that call. all the parties to the call. Conference: Ctrl + F
• Unsupervised – The transfer is
completed without further Call History: Alt + H
interaction. Phone Directory: Alt + D
• Enhanced – After the called party Public Directory Alt + S
answers, select the OK button in Cut selection: Ctrl + X
the Enhanced Transfer dialog box. Copy selection: Ctrl + C
Paste selection: Ctrl + V
Alternate between programs: Alt + Tab
Request assistance: Ctrl + S
Exit Avaya IP Agent: Alt + F4

* To make or receive calls as an agent, you must register through Avaya IP Agent with the Avaya communication server and log in to the appropriate splits or skills (see reverse).
July 2004 – Issue 1.0
Avaya IP Agent Quick Reference Guide
Basic usage and help

Registering with the Avaya communication server Administering agent greetings*

Note: Station registration is not required for CallMaster VI configurations. 1. Select Tools > Agent Greetings.
1. Select File > Station Login to display the Login dialog box. 2. Highlight an agent greeting in the list.
2. Enter or change the settings for your extension, password, configuration, server 3. Administer the greeting by using the following actions:
address, telephone extension, IP telephone address, bandwidth, and dialing location • Enable – Place a check mark next to the greeting.
as needed. If you need to change any of the default settings, select the Settings
button. • Delete – Click the Delete button.
3. Select the Login button.
Note: To use the auto-login feature, select the Automatically login if possible when • Record – Use the buttons on the dialog to record, play, and stop greetings.
application restarts check box.
• Setup – Click the Properties button to change the settings.
Greetings tips:
Logging in to IP Agent – EAS** Logging in to IP Agent – non-EAS** • You can select and play greetings directly from the Agent Greetings toolbar in the main
(Ctrl + Insert) (Ctrl + Insert) window.
1. Click the Login button on the Agent 1. Select View > Toolbars > Agent from • Use an inactive agent mode to record greetings and prevent being interrupted by calls.
toolbar or select Agent > Agent Login the menu bar to display the Agent • If you have mulitple active greetings, verify that the settings do not conflict or multiple
from the menu bar. toolbar. greetings may play simultaneously.
2. Enter your agent number and password 2. On the Agent toolbar, select a split for
in the Agent Login dialog box. which you want to log in as a member.
3. Select the Login button. (If you have a 3. Select the Login option to display the
voice phone, it rings.) Agent Login dialog box. Getting help (F1) Changing agent state
4. Answer the voice phone immediately. 4. Enter the split password, if required. • Move the cursor over the icons and other Manual-In
Note: If you do not answer the voice Note: If the split has only one or two interface elements to display tool tips. • Ctrl + M
phone or if you used a wrong number, digits, you may need to enter one or • Press F1 or select Help > Contents to • Manual-In button (Agent toolbar)
log in again. more leading zeros. display the Avaya IP Agent online help.
5. Begin answering or making calls. 5. Select the Login button on the Agent • Agent > Manual-In mode(menu bar)
• See Avaya IP Agent Installation and User
Login dialog box. Guide for procedures and detailed Auto-In
6. Select the split from the Agent toolbar information. • Ctrl + I
Logging out of IP Agent again. Then, select the appropriate work
• Auto-In button (Agent toolbar)
(Ctrl + Delete) state from the resulting menu. • Click the Assist button to request
assistance from your supervisor. • Agent > Auto-In mode (menu bar)
7. Repeat steps 2-6 for each split.
1. Click the Logout button on the Agent (Maximum: 4 splits) (This feature requires administration on After Call Work (ACW)
toolbar or select Agent > Agent Logout the Avaya communication server.)
from the menu bar. • Ctrl + W
2. Enter a reason code, if required. • After Call button (Agent toolbar)
• Agent > After Call Work (menu bar)
Auxiliary Work (AUX)
• Ctrl + A
• Aux Work button (Agent toolbar)
• Agent > Auxiliary Work Mode
(menu bar)

* Agent greetings are not available in the IP Telephone or Avaya Telephone configurations. To use greetings in the Telecommuter configuration, you must use the Avaya Switcher II headset.
** EAS or non-EAS login is based on the Configure program for EAS agent support check box in Program Options.
July 2004 – Issue 1.0