AVAYA IP Agent

Prepared by

Cheryl Giacobbe

Maritz Global Technology Services

February 2002

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Description

A software application that provides advanced telephony features for agents in a contact center, off-site using Voice over Internet Protocol (VoIP) or off-site using analog connections over a Public Switched Telephone System (PSTN).

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Configurations

Analog line for voice connectionVoice over IP

Use data connection for voice Must have a PC with speakers/microphone or be able to plug headset into keyboardMust have IP Media Processor Board

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RAS Connection

Eth

erne

t

RemoteAccessServer

Definity G3V8.2+

Local Exchange CarrierAnalog Trunk

Analog phone line

Agent is controlling phone withIP Agent software via the RAS connection

Voice is carrier over analog line

PHYSICAL LAYOUT

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Supported Phone Types

Callmasters II, III, IV, V and VI4606, 4612,46246408D & 6408D+6416D+

6424D+8405D+8410D8411D8434D

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PC Hardware Requirements

ProcessorPentium II processor200 MHz

Hard Disk Space30 MB

RamWindows 2000 – 128MBWindows 98, NT 4.0, ME – 64 MBWindows 95 – Unsupported

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PBX System Requirements

Version 8.2 Software or LaterCustomer Options

Maximum Concurrently Registered IP Stations > 0IP Stations – YesMultimedia Call Handling (Basic) - YesMultimedia Call Handling (Enhanced) - YesLogged-In IP Softphone Agents > 0Maximum IP Registrations By Product ID > 0

Clan Board TN799B or later

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FeaturesAgent call center features supportCall answering from system trayAuto-answer supportBasic phone features: hold, transfer, conferenceCall direction status (e.g. incoming, outgoing)Call timer and hold timeEnhanced transfer and conferenceMessage waiting lamp and missed calls indicationMultiple call appearancesPersonal phone feature listPhone directory and phone directory dialingAdministration of program optionsProgram setting - Import/ExportSecond line displaySpeed dialingStation buttons support