AVAYA IP Agent

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

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PHYSICAL LAYOUT
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Supported Phone Types

• Callmasters II, III, IV, V and VI
• 4606, 4612,4624
• 6408D 6408D
• 6416D

• 6424D
• 8405D
• 8410D
• 8411D
• 8434D

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PC Hardware Requirements

• Processor
• Pentium II processor
• 200 MHz
• Hard Disk Space
• 30 MB
• Ram
• Windows 2000 128MB
• Windows 98, NT 4.0, ME 64 MB
• Windows 95 Unsupported

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PBX System Requirements

• Version 8.2 Software or Later
• Customer Options
• Maximum Concurrently Registered IP Stations 0
• IP Stations Yes
• Multimedia Call Handling (Basic) - Yes
• Multimedia Call Handling (Enhanced) - Yes
• Logged-In IP Softphone Agents 0
• Maximum IP Registrations By Product ID 0
• Clan Board TN799B or later

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Features

• Agent call center features support
• Call answering from system tray
• Auto-answer support
• Basic phone features hold, transfer, conference
• Call direction status (e.g. incoming, outgoing)
• Call timer and hold time
• Enhanced transfer and conference
• Message waiting lamp and missed calls indication
• Multiple call appearances
• Personal phone feature list
• Phone directory and phone directory dialing
• Administration of program options
• Program setting - Import/Export
• Second line display
• Speed dialing
• Station buttons support