From Newsgroup: rec.sport.rowing

<div>Avaya one-X Agent is an integrated telephony softphone solution for agents in contact centers. It providesseamless connectivity to at-home agents, remote agents, out-sourced agents, contact center agents, andagents interacting with clients with speech and hearing impairments. Avaya one-X Agent is compatible withCall Center Elite, Avaya Control Manager, and Avaya Aura Communication Manager. It also offersinteroperability with other IM and presence clients, namely, Avaya one-X Communicator and Microsoft OfficeCommunicator 2007. In addition, Avaya one-X Agent supports Avaya Aura Presence Services with Avaya AuraSystem Manager.</div><div></div><div></div><div></div><div></div><div></div><div>avaya one-x agent 2.5 8 download</div><div></div><div>Download Zip: https://t.co/pKUACJMHK4 </div><div></div><div></div><div>Registered just means that One-X Agent has registered/connected to the station ID. You can technically make calls this way. However, you are missing a step where you log an agent ID into the station ID.</div><div></div><div></div><div>I have a feeling you are asking about the Avaya integration: for that, I had an Avaya team and we purchased the Avaya one-x agent. This agent would pull the information the user entered at the start of the call and would pop up the CTI screen. No login required as we are on SSO. I supplied the URL build that I needed for ServiceNow CTI form and they put this into the one-x agent client that runs on the user's work station.</div><div></div><div></div><div>If the user entered their credentials, it found the user record and related information for the lists. If if the user entered in incorrect information then by default, a new incident form would open so the agent at the desk can start asking for user information.</div><div></div><div></div><div>Your Knowledge sharing reg CTI Integration is very helpful but I need some clarification here, As you said Avaya One X client will pass the inbound caller info to ServiceNow but my query here is, do we have Avaya One X client will be installed in agent local machine or in the Client network? because the service-desk agents are used to login into the ServiceNow using VDI.</div><div></div><div></div><div></div><div></div><div></div><div></div><div>Avaya One-X Agent Contact Center software allows USC call center/contact center agents to answer call center lines from any Windows computer when working remotely with added Automatic Call Distribution (ACD) functionality.</div><div></div><div></div><div>Test the agent. Tune any of the other config settings to make sure the agent can login and take calls. Make sure that you can switch between work modes. If not, you should check the reason codes in the config.</div><div></div><div></div><div>Unzip the file you created to the %Appdata% / Avaya / one-X Agent / 2.5 folder. Then start the Agent again and change the station and agent login information. You should be done! Savvy administrators could script this process to do the silent install and copy files to the computer in background.</div><div></div><div></div><div>2 Contents Chapter 1: Call handling...5 Answering calls...5 Making calls...5 Holding and reconnecting...6 Muting and unmuting your workstation...6 Transferring calls...6 Conferencing callers...7 Initiating video calls...8 Playing an agent greeting manually...8 Ending a call...8 Sending instant messages...9 Ending an IM interaction...9 Answering a TTY call...9 Ending a TTY call...10 Chapter 2: Common tasks and help...11 Registering with Communication Manager...11 Logging in as an agent...11 Logging out as an agent...12 Connecting to Presence Services...12 Disconnecting Presence Services...13 Changing the agent state...13 Changing the answer settings...13 Completing the work in follow-up work mode...14 Accessing your voice mails...14 Getting help...14 Chapter 3: Supervisor features...17 Observing agent service...17 Sending a quick alert...17 Barging into a call...18 Performing an ad hoc transfer...18 Chapter 4: Reference tables...19 Media icon descriptions...19 Shortcut keys for Avaya one-x Agent...21 Index...27 Avaya one-x Agent Quick Reference March 12,</div><div></div><div></div><div>3 Chapter 1: Call handling This reference guide addresses the most common procedures for taking calls. Your contact center may be configured to use different procedures. Answering calls 1. To answer a call: If Auto-Answer is in effect, wait for the confirmation tone. If Auto-Answer or Auto Accept option are not in effect, click Call Answer icon in the voice interaction to answer/accept the call manually. 2. If an agent greeting is in use, wait for it to finish playing. 3. Speak into the headset, microphone, or handset. Making calls 1. To dial from text entry field: a. On the action bar, click Work Options list menu > New Call b. In the Text Input field, enter the contact phone number, valid telephone number, agent number or extension number. c. Click Initiate Call next to Text Input field to initiate a new call. 2. To call a number from the contact list: a. On the action bar, click Contact List icon b. Scroll to the contact you want to call and click Click to Call phone icon to initiate a new call. 3. To make a call from Contact Log: Avaya one-x Agent Quick Reference March 12,</div><div></div><div></div><div>4 Call handling a. On the action bar, click Work Log b. Scroll to the contact log record you want to call and click Click to Call phone icon to initiate a new call. Holding and reconnecting Select the appropriate choice depending on what you want to perform: To place a call on hold, click Hold Call icon. Note that if auto-hold is in effect, the system puts current calls on hold automatically when you answer another call. To return to a call on hold, click Unhold Call icon. Muting and unmuting your workstation On an active call or during conference, perform one of the following actions: To mute a call, on the top bar, click Mute Phone icon. To disengage mute, on the top bar, click Unmute Phone icon. Transferring calls 1. During an active call, perform one of the following options: Click Call Transfer > Supervisor to transfer the call to the supervisor. Click Call Transfer > Speed Dial > to transfer the call to a contact in the Speed Dial list. 6 Avaya one-x Agent Quick Reference March 12, 2011</div><div></div><div></div><div>5 Conferencing callers Click Call Transfer > Contacts and select a contact from the contact list window to transfer the call to a contact in the list. Click Call Transfer > Enter value > enter phone number in the text entry field to transfer the call to an agent. If Direct Transfer is in effect, the system transfers the call to the selected contact directly. The transfer ends. 2. If Consultive Transfer is in effect, wait for the third party to answer the call and announce the call transfer. 3. If the third party agrees to accept the impending call, click Call Answer. The system transfers the call to the selected contact. Conferencing callers 1. During an active call, perform one of the following options: Click Conference icon > Supervisor to conference the call with the supervisor. Click Conference icon > Speed Dial > to conference the call with a contact listed in the SpeedDial list. Click Conference icon > Contact List and select a contact from the Contact List window to add the contact to the conference. Click Conference icon > Text entry field and enter the telephone or an extension number in the Text Input field to conference the call. If two or more calls are in progress, drag and drop one call into the other to conference the callers. If Direct Conference is in effect, the system adds the contact to the conference directly. If Consultive Conference is in effect, wait for the third party to answer the call and announce the conference. The system puts the first party's call on hold, and dials and creates a new call in the work item. If the third party agrees, agent must click Call Forward icon. 2. To end the conference call, perform any of the following steps: To drop the last added participant from the conference call, click Drop Participant for the associated participant. To close the conference call, click End Conference icon in the work item. Avaya one-x Agent Quick Reference March 12,</div><div></div><div></div><div>6 Call handling Initiating video calls 1. During an active call, click Video Call icon to start a video call. The system automatically converts the a call I into a video call if the station is a video enabled station. 2. Use any of the following options during the video call: Click Mute Video icon to block your video broadcast. Click Unmute Video icon to unblock your video broadcast. Click Acquire remote camera icon to acquire the remote camera. Click Call End icon to release the remote camera. Playing an agent greeting manually 1. When system recognizes an incoming call, click Call Answer icon. 2. On the top bar, click Agent Greetings icon and select the agent greetings recording for the incoming call. The system starts the agent greeting first and then transfers the voice control to you. You can click Bypass Agent Greetings icon if you want to bypass or stop the greeting playback. Ending a call To end a call, perform one of the following actions: Click Call End icon in the voice interaction. Hang up the handset, if used. Note: For calls on hold, you must reconnect to the call before you can end it. 8 Avaya one-x Agent Quick Reference March 12, 2011</div><div></div><div></div><div>7 Sending instant messages Sending instant messages 1. To send instant messages using Text Input field: a. Click Work Options list next to the text entry field and click New IM Icon. b. Type the recipient's IM user ID and domain in the following manner in the Text Input field: c. Press Enter or click the Initiate IM icon. 2. To send instant messages to a contact from your contact list, click Initiate IM icon corresponding to the contact name in the Contact List window. 3. To send instant messages to a contact from your work log, expand the work log entry and click Initiate IM icon corresponding to the work log entry in the Work Log window. 4. To start IM interaction on a voice call, click Add IM to workitem icon of the relevant work item on the Work List window. 5. Type your messages in the IM window and click Send or press Enter. Ending an IM interaction Click the End IM icon of the corresponding IM interaction either on the IM window or on the Work List window. Answering a TTY call 1. On the incoming call work item, click the corresponding Start TTY icon. Avaya one-x Agent Quick Reference March 12,</div><div></div><div> df19127ead</div>
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