Using Avaya Agent for Desktop

Release 2.0.0
Issue 1.1
October 2019
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 Contents

Chapter 1: Introduction............................................................................................................ 6
Purpose.................................................................................................................................. 6
Intended audience................................................................................................................... 6
Related resources................................................................................................................... 6
Viewing Avaya Mentor videos............................................................................................. 6
Support.................................................................................................................................. 7
Chapter 2: Getting started........................................................................................................ 8
Avaya Agent for Desktop overview............................................................................................ 8
New in this release................................................................................................................ 14
Section 508 Compliance support............................................................................................ 16
Prerequisites for using Avaya Agent for Desktop for standalone usage...................................... 16
Prerequisites for using Avaya Agent for Desktop for VDI usage................................................. 18
Prerequisites for using Avaya Agent for Desktop for remote agent usage................................... 19
Logging in to Avaya Agent for Desktop.................................................................................... 21
Agent states.......................................................................................................................... 22
Reason codes....................................................................................................................... 24
Familiarizing with the Avaya Agent user interface..................................................................... 24
Avaya Agent user interface.............................................................................................. 24
Avaya Agent for Desktop tray icon and action bar items...................................................... 29
Avaya Agent for Desktop user interface controls................................................................ 30
User interface modes....................................................................................................... 31
Avaya Agent for Desktop settings........................................................................................... 32
Setting the language for Avaya Agent for Desktop.............................................................. 32
Greetings configuration.................................................................................................... 32
Chapter 3: Using Avaya Agent.............................................................................................. 36
Managing the contact list....................................................................................................... 36
Viewing contacts............................................................................................................. 36
Adding a contact............................................................................................................. 37
Editing contacts............................................................................................................... 38
Removing a contact......................................................................................................... 38
Handling calls....................................................................................................................... 38
Making a call from the text input field................................................................................ 39
Making a call using Speed dial......................................................................................... 39
Making a call using the Contact List.................................................................................. 40
Using headset buttons for handling calls........................................................................... 40
Making a call using a click-to-dial feature........................................................................... 41
Making call transfers.............................................................................................................. 42
Transferring calls............................................................................................................. 42
Creating conferences............................................................................................................. 42

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 Contents

Creating a conference..................................................................................................... 43
Using the dial pad.................................................................................................................. 43
Using the feature buttons....................................................................................................... 44
Changing the agent state....................................................................................................... 44
Managing the call history....................................................................................................... 45
Viewing the call history.................................................................................................... 45
Making a call from the Call History window........................................................................ 46
Removing an entry from the call history............................................................................. 46
Message waiting indicator overview........................................................................................ 47
Using shared control mode between Avaya Agent for Desktop and Avaya one-X Agent.............. 47
Using Avaya Agent for Desktop in shared control mode with Avaya Agent for Desktop................ 48
Avaya Agent for Desktop supervisor feature overview.............................................................. 48
Using the supervisor feature............................................................................................. 50
Avaya Agent for Desktop Presence feature overview................................................................ 51
Viewing the Presence feature........................................................................................... 52
Glossary................................................................................................................................... 54

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Chapter 1: Introduction

Purpose
This document describes how to use product features and capabilities.

Intended audience
This document is intended for users who want to gain a high-level understanding of the product
features, functions, capacities, and limitations.

Related resources

Viewing Avaya Mentor videos

Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot
Avaya products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and on
the Avaya-run channel on YouTube.
Procedure
• To find videos on the Avaya Support website, go to https://support.avaya.com/ and do one of
the following:
- In Search, type Avaya Mentor Videos, click Clear All and select Video in the Content
Type.
- In Search, type the product name. On the Search Results page, click Clear All and select
Video in the Content Type.
The Video content type is displayed only when videos are available for that product.
In the right pane, the page displays a list of available videos.

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 Support

• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and do

one of the following:
- Enter a key word or key words in the Search Channel to search for a specific product or
topic.
- Scroll down Playlists, and click a topic name to see the list of videos available for the topic.
For example, Contact Centers.
Note:
Videos are not available for all products.

Support
Go to the Avaya Support website at https://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release notes,
downloads, and resolutions to issues. Use the online service request system to create a service
request. Chat with live agents to get answers to questions, or request an agent to connect you to a
support team if an issue requires additional expertise.

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Chapter 2: Getting started

Avaya Agent for Desktop overview

Avaya Agent for Desktop is a client application for contact centers. An agent can use Avaya Agent
for Desktop for handling incoming and outgoing calls, changing work states, and managing other
UI controls. However, only an administrator can manage the configurations and settings of the
application.
Avaya Agent for Desktop supports multiple platforms and is designed to function in the following
use cases:
• Virtual Desktop Infrastructure (VDI): Avaya Agent for Desktop provides a solution to deliver
real-time media with VDI support in Citrix and VMware Horizon environments on HP and Dell
based thin clients running on Windows based operating systems WES7 and WES8 and Linux
based operating systems Debian Linux and SUSE Linux primarily running on HP and Dell
Wyse respectively. An administrator can use Avaya Agent for Desktop for VDI to enable
desktop virtualization that encompasses the hardware and software systems required to
support the virtualized environment in a contact center.
• Standalone Contact Center Client: Avaya Agent for Desktop provides a full set of features
for a contact center agent and can be used as a primary client application on Windows 7,
Windows 10, WES-8, and Apple macOS 10.13 High Sierra and macOS 10.14 Mojave.
Avaya Agent for Desktop uses Avaya Aura® Communication Manager to store station
configuration settings and manage agent profiles locally. You can also choose to use Avaya
Control Manager for managing agent profiles.
Usage scenarios
The following diagrams depict the various methods of using the Avaya Agent for Desktop
application:

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 Avaya Agent for Desktop overview

Figure 1: VDI solution with H.323

Figure 2: VDI solution with SIP

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Getting started

Figure 3: Standalone solution for H.323

Figure 4: Standalone solution for SIP

Figure 5: Remote agent solution for both VPN and SBC

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 Avaya Agent for Desktop overview

Figure 6: Telecommuter mode with H.323

Figure 7: Telecommuter mode with SIP

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Getting started

Figure 8: Shared Control as Controller with H.323

Figure 9: Shared Control as Controller with SIP

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 Avaya Agent for Desktop overview

Figure 10: Headless Mode – H.323

Figure 11: Headless Mode – SIP

Avaya Agent for Desktop now also works with Avaya Workspaces for Elite. In this case, you need
to login only on station on the Avaya Agent for Desktop application, the call handling is handled

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Getting started

through Avaya Workspaces for Elite through agent configured on Avaya Control Manager (ACM).
The following diagram depicts how Avaya Agent for Desktop (shown as Avaya Endpoint) works
with Avaya Workspaces for Elite:

Figure 12: Avaya Agent for Desktop (Avaya endpoint) with Avaya Workspaces for Elite

For more details on configuring Avaya Agent for Desktop on Avaya Workspaces for Elite , see the
following sections of the Deploying Avaya Workspaces for Elite guide on the Avaya support portal:
• Topology
• Creating an Avaya Workspaces agent user to handle Elite Voice contacts
• Creating an Avaya Workspaces supervisor user
For more details on using Avaya Agent for Desktop on Avaya Workspaces for Elite , see the
Operations section of the Using Avaya Workspaces for Elite guide on the Avaya support portal.

New in this release

• Enhanced user interface: The user interface of Avaya Agent for Desktop is extensively
enhanced in 2.0 release, such as login window, main application screen interface, calling
controls and active call screen, and configuration settings window. There is also a new
search filter provided on the configuration settings screen to search and update settings
based on your requirements. The top bar is also converted into widgets and added in the
bottom of the application. You can view, detach, re-attach, and close these widgets from the
main window.
• Extended Hostname Validation: Avaya Agent for Desktop now supports extended
hostname validation in order to support SM 8.0.
• Manage Workspace: The Avaya Agent for Desktop. UI view can be changed now using
various Workspace options such as Basic, Extended, and Shared Control. You can also
modify and save the current application view as new custom workspace. You can also

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 New in this release

manage these custom workspace and modify or delete them from your profile window. You
can also lock the application window position using the Lock Windows Position option in the
Workspace menu options.
• Other enhancements in Avaya Agent for Desktop 2.0:
- The Configuration window option is renamed as Settings.
- The call appearances are displayed in Gray color if Avaya Agent for Desktop is in offline
mode.
- The login dialog box is closed automatically if all services are signed in.
- You can double-click a reason code in the configuration settings window and change the
description of the reason code.
- The Log Level feature now allows only three options – Error, Info, and Debug.
- The login dialog box is hidden automatically when all services are logged in. You can click
the Show Login Dialog in the tray icon or action bar items to view the login dialog screen
again.
- If a user selects login mode as Desk phone or Other phone, the Audio menu on Avaya
Agent for Desktop Settings window is disabled.
- Avaya Agent for Desktop now supports SRTP in Other Phone mode. If both endpoints
(telecommuter device - IP phone or PSTN gateway and called user) have SRTP capability,
Avaya Agent for Desktop negotiates SRTP and the audio stream is encrypted between
them. Otherwise Avaya Agent for Desktop will negotiate RTP for the session.
- The FQDN addresses can be added now in the Host file as a list of IP addresses and
domain names combination. This resolves the old process of adding FQDN address in the
configuration parameter VDIASipControllerList and IP address in the SipControllerList
parameter on each launch or configuration changes of Avaya Agent for Desktop. This
works for both for SIP and H.323 protocols.
- Desk phone license type: Avaya Agent for Desktop now allows you to select Desk phone
as a new license type while configuring the EULA settings for the Avaya Agent for Desktop
application after the installation is complete. When the Desk phone license type is
selected, WebLM address field and check button are disabled. When you login into the
Avaya Agent for Desktop application using the Desk phone login mode, the application
registers station without acquiring the license and connection with the station and
headphone is established. In addition to Desk phone license type, if you select Advanced
license type and use Desk phone login mode, then application will not acquire the license
as well.
- Avaya Agent for Desktop graphical user interface is now largely compliant with the relevant
Section 508 standards. You must refer to the available documentation for Avaya Agent for
Desktop for more details.

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Getting started

Section 508 Compliance support

Avaya Agent for Desktop graphical user interface is now largely compliant with the relevant
Section 508 standards. We have tested most of these features using JAWS for Windows 10 64-bit
(JAWS 2019.1907.42 Offline 64-bit August 2019)
For users who are blind and are using screen reader software, the most accurate compliance
score is "Supports when Combined with Compatible Assistive Technology". Avaya Agent for
Desktop is based upon a QT framework. Support for QT-based applications by assistive
technologies is improving, but is currently incomplete. Accessibility support in QT consists of a
generic interface, implemented for a technology on each platform: MSAA on Windows, Mac OS X
accessibility on the Mac, and Unix/X11 AT-SPI on Linux. QT's accessibility interface closely follows
the MSAA (Microsoft Active Accessibility) standard, which most clients support. Other
technologies used by QT provide similar functionality.
For low vision users, the most accurate compliance score is "Supports with Exceptions". Avaya
Agent for Desktop uses a custom scheme of colors and fonts that cannot be changed by the user.
This fixed set of colors and fonts may be problematic for some low vision users. The use of screen
magnification software is supported, and most of these products have features that allow the user
to override the colors of the application and enlarge the fonts. For keyboard-only usage, Avaya
Agent for Desktop offers enhanced keyboard commands using Key Strokes configuration settings
to control the application. The blind users can also access all controls of Avaya Agent for Desktop
using the "Tab' key. Users must refer to the available documentation for Avaya Agent for Desktop
2.0 for more details.
Note:
SSB BART Group did not audit Avaya Agent for Desktop with respect to the requirements in §
1194.21, § 1194.22, § 1194.23 and § 1194.24. The § 1194.21, § 1194.22, § 1194.23 and §
1194.24 audit of Avaya Agent for Desktop was performed by Avaya and the results are
reported in a separate VPAT.

Prerequisites for using Avaya Agent for Desktop for

standalone usage
For H.323 protocol
The following table displays the to do list of configurations for using the Avaya Agent application
with H.323.
No. Task Description

1 Avaya Aura® Avaya Aura® Communication Manager 6.3 or 7.0 Mandatory

Communication Manager server URL for CC elite is configured.
6.3 or 7.0
Table continues…

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 Prerequisites for using Avaya Agent for Desktop for standalone usage

No. Task Description

2 Avaya Control Manager Valid Avaya one-X® Agent profile is configured Optional
7.1 or later on Avaya Control Manager for H.323.
3 WebLM 6.3.16 and 7.0.0.1 Valid license URL for Avaya WebLM server is Mandatory
configured.
4 LDAP credentials If you are using LDAP, you must configure LDAP Optional
server and port details.

For SIP protocol

The following table displays the to do list of configurations for using the Avaya Agent application
with SIP.
No. Task Description

1 Avaya Aura® Avaya Aura® Communication Manager 6.3 or 7.0 Mandatory

Communication Manager server URL for CC elite is configured.
6.3 or 7.0
2 (Optional) Avaya Control Valid Avaya one-X® Agent profile is configured Optional
Manager 7.1 or later on Avaya Control Manager for SIP.
3 Avaya Aura System Valid Avaya Aura System Manager 6.3 or 7.0 Mandatory
Manager 6.3 or 7.0 server URL is configured in Avaya Agent for
Desktop.
4 Avaya Aura Session Valid Avaya Aura Session Manager 6.3 or 7.0 Mandatory
Manager 6.3 or 7.0 server URL is configured in Avaya Agent for
Desktop.
5 WebLM 6.3.16 and 7.0.0.1 Valid license URL for Avaya WebLM server is Mandatory
configured.
6 (Optional) LDAP If you are using LDAP, you must configure LDAP Optional
credentials server and port details.
7 Presence Services 7.0 or Presence Services in Avaya Agent for Desktop Optional
later works in a SIP mode only.

Note:
You must be sure that Avaya Agent for
Desktop is using TLS connection. To
activate this feature, your administrator must
enable the Presence option in your Avaya
Agent for Desktop configuration settings and
configure SIP endpoint for Presence
Services

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Getting started

Prerequisites for using Avaya Agent for Desktop for VDI

usage
For H.323 protocol
The following table displays the to do list of configurations for using the Avaya Agent application
with H.323.
No. Task Description

1 Avaya Aura® Avaya Aura® Communication Manager 6.3 or 7.0 Mandatory

Communication Manager server URL for CC elite is configured.
6.3 or 7.0
2 Avaya Control Manager Valid Avaya one-X® Agent profile is configured Optional
7.1 or later on Avaya Control Manager for H.323.
3 WebLM 6.3.16 and 7.0.0.1 Valid license URL for Avaya WebLM server is Mandatory
configured.
4 LDAP credentials If you are using LDAP, you must configure LDAP Optional
server and port details.
5 Share control mode Use the Hide interface option to make and Optional
receive calls using the Avaya one-X® Agent
interface, while being logged in to Avaya Agent
for Desktop with the same extension.

For SIP protocol

The following table displays the to do list of configurations for using the Avaya Agent application
with SIP.
No. Task Description

1 Avaya Aura® Avaya Aura® Communication Manager 6.3 or 7.0 Mandatory

Communication Manager server URL for CC elite is configured.
6.3 or 7.0
2 (Optional) Avaya Control Valid Avaya one-X® Agent profile is configured Optional
Manager 7.1 or later on Avaya Control Manager for SIP.
3 Avaya Aura System Valid Avaya Aura System Manager 6.3 or 7.0 Mandatory
Manager 6.3 or 7.0 server URL is configured in Avaya Agent for
Desktop.
4 Avaya Aura Session Valid Avaya Aura Session Manager 6.3 or 7.0 Mandatory
Manager 6.3 or 7.0 server URL is configured in Avaya Agent for
Desktop.
5 WebLM 6.3.16 and 7.0.0.1 Valid license URL for Avaya WebLM server is Mandatory
configured.
Table continues…

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 Prerequisites for using Avaya Agent for Desktop for remote agent usage

No. Task Description

6 (Optional) LDAP If you are using LDAP, you must configure LDAP Optional
credentials server and port details.
7 Share control mode Use the Hide interface option to make and Optional
receive calls using the Avaya one-X® Agent
interface, while being logged in to Avaya Agent
for Desktop with the same extension.
8 VMware VMware integration is required for Avaya Agent Mandatory
for Desktop for VDI use case.
9 Presence Services 7.0 or Presence Services in Avaya Agent for Desktop Optional
later works in a SIP mode only.

Note:
You must be sure that Avaya Agent for
Desktop is using TLS connection. To
activate this feature, your administrator must
enable the Presence option in your Avaya
Agent for Desktop configuration settings and
configure SIP endpoint for Presence
Services

Prerequisites for using Avaya Agent for Desktop for

remote agent usage
For H.323 protocol
The following table displays the to do list of configurations for using the Avaya Agent application
with H.323.
No. Task Description

1 Avaya Aura® Avaya Aura® Communication Manager 6.3 or 7.0 Mandatory

Communication Manager server URL for CC elite is configured.
6.3 or 7.0
2 Avaya Control Manager Valid Avaya one-X® Agent profile is configured Optional
7.1 or later on Avaya Control Manager for H.323.
3 WebLM 6.3.16 and 7.0.0.1 Valid license URL for Avaya WebLM server is Mandatory
configured.
4 LDAP credentials If you are using LDAP, you must configure LDAP Optional
server and port details.
Table continues…

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Getting started

No. Task Description

5 Citrix Presentation Server An agent can connect to Avaya Agent for Optional
Desktop remotely, from home, airport Internet
kiosks, softphones, and other devices outside the
corporate network. However, an agent can use
Citrix Presentation Server setup only in SIP
based connection.

For SIP protocol

The following table displays the to do list of configurations for using the Avaya Agent application
with SIP.
No. Task Description

1 Avaya Aura® Avaya Aura® Communication Manager 6.3 or 7.0 Mandatory

Communication Manager server URL for CC elite is configured.
6.3 or 7.0
2 Avaya Aura System Valid Avaya Aura System Manager 6.3 or 7.0 Mandatory
Manager 6.3 or 7.0 server URL is configured in Avaya Agent for
Desktop.
3 Avaya Aura Session Valid Avaya Aura Session Manager 6.3 or 7.0 Mandatory
Manager 6.3 or 7.0 server URL is configured in Avaya Agent for
Desktop.
4 WebLM 6.3.16 and 7.0.0.1 Valid license URL for Avaya WebLM server is Mandatory
configured.
5 (Optional) LDAP If you are using LDAP, you must configure LDAP Optional
credentials server and port details.
6 Avaya Session Border An agent can connect to Avaya Agent for Optional
Controller for Enterprise Desktop remotely, from home, airport Internet
(SBC) kiosks, softphones, and other devices outside the
corporate network. However, an agent can use
SBC setup only in SIP based connection.
7 Presence Services 7.0 or Presence Services in Avaya Agent for Desktop Optional
later works in a SIP mode only.

Note:
You must be sure that Avaya Agent for
Desktop is using TLS connection. To
activate this feature, your administrator must
enable the Presence option in your Avaya
Agent for Desktop configuration settings and
configure SIP endpoint for Presence
Services

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 Logging in to Avaya Agent for Desktop

Logging in to Avaya Agent for Desktop

About this task
The way you log in to Avaya Agent for Desktop depends on the system configuration.
• You can log in using your agent extension and password, but you may also need to provide
the extension and password for the station that you are logging in to. Contact your system
administrator or your supervisor, to request the credentials that you must use.
• If you have configured to use local configuration and the registration is made through
Communication Manager, you must enter the credentials to register the station and the
agent. The Avaya Control Manager login options are hidden in this case
• If the registration is made through ACM, then you will have following options:
- If you use Basic ACM Login, then you must provide credentials in the Avaya Control
Manager section, such as ACM Account and Password, along with the Station and
Agent sections.
- If you use Single Sign-On ACM Login, then you do not have to provide credentials in the
Avaya Control Manager section. But you have to provide credentials in the Station and
Agent sections.
- If you use ACM Unified Login, then you must provide credentials in the Avaya Control
Manager section, such as ACM Account and Password, along with the Station and
Agent sections.
• If the Automatically Sign In configuration setting is enabled for any sections such as Avaya
Control Manager, Station, or Agent , the system automatically logs in the user for the
respective option.
• If the Save Password configuration setting is enabled for any sections such as Avaya
Control Manager, Station, or Agent , the system automatically saves the password for the
respective option.
Procedure
1. Start Avaya Agent for Desktop.
2. Do any one of the following actions:
• If you are configured to use Avaya Control Manager profiles, such as Basic ACM Login
and ACM Unified Login, then type the ACM Account and Password credentials along
with the Station and Agent section credentials.
• If you are configured to use local configuration or Single Sign-On ACM Login options,
then type the Station and Agent credentials.
Note:
If Use Local Configuration is selected for ACM Login Type in the Settings window,
then Avaya Control Manager login section is not displayed on the Login window.

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Getting started

Note:
The Avaya Agent for Desktop administrators can change the profile settings using
Settings > Avaya Agent Settings window > Server menu.
3. To change audio device, in the station sections select any of the following options:.
• My Computer: Use this option to use Agent for Desktop with general capabilities on
your computer.
• Desk Phone: Use this mode when you are at the office. In this mode you can log into
the server and control your Avaya desk phone from Avaya Agent for Desktop. You can
make and handle calls from Avaya Agent for Desktop user interface and your Avaya
desk phone. You can use your Avaya telephone to speak and listen.
• Other Phone: Use this mode when you are telecommuting, that is when you are
working from home or other off-site location. You can use this mode to get features of
your telephone system from a location other than your office. You can place and handle
calls through the Avaya Agent for Desktop user interface, and you can use a separate
telephone line at your remote location to speak and listen. You need to define the Other
Phone Number once you select this option.
4. To automatically login into the given sections, select the Automatic Sign In check box in
the respective sections.
5. To save ACM, Station, or Agent passwords, select the Save password check box in the
respective sections.
6. To sign in each options separately, click Sign In in the respective sections. To sign-in all
options together, click Sign In All.
Note:
If the Automatic Sign In check box for a section is selected, you do not have to click
on the Sign-In button for that section manually.
If the login process is successful, the system displays a singed in text in green next to the
respective login sections.

Agent states
The agent status icons are on the left corner of the top bar with the corresponding agent status.
You can change the agent status either from the top bar or by right-clicking on the Avaya Agent for
Desktop tray icon. The top bar displays the name of the agent or the extension number with the
corresponding system status.
The following table describes the agent status icons that appear on the top bar:

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 Agent states

Icon Agent state Description

Server Unreachable Offline This state is visible when there is a network
connection issue. Once the connection issue is
resolved, the agent is automatically logged in again.
Offline This state is visible if the agent is not logged in or
have logged out. of the Avaya Agent for Desktop
system. To register the user or to login to the
system, click the Show Login Dialog option and
provide the credentials in the required fields.
Ready (not on a call) The system displays this state when the agent logs
in to the Avaya Agent for Desktop application. The
Ready state indicates that the agent is ready to
receive calls from Communication Manager. In
addition, Communication Manager delivers ACD
calls depending on the configuration on
Communication Manager for Multiple Call Handling
(MCH).Communication Manager delivers an ACD
call if the ACD call is in progress when you set MCH
to Yes in Communication Manager.
Ready (on a call) The system displays this icon when the agent state
is ready, but currently on an active call.
ACW The system displays this icon when either the agent
or Communication Manager changes the status to
After Call Work (ACW).
Blinking icon between ACW Pending The system displays this icon when the agent
after call work icon and attempts to change the status to ACW from the
on-a-call icon Agent State drop-down arrow during the call. The
system creates a pending ACW and changes the
agent states to ACW only after the agent completes
the call.
Aux The system displays this icon when the agent
changes the status to Aux from the Agent State
drop-down arrow. The Aux message indicates that
the agent is not ready for ACD calls. Agents can
make or receive calls on the station while in the Aux
state.
Blinking icon between Aux Pending The system displays this icon when the agent
aux icon and on-a-call attempts to change the status to Aux from the
icon Agent State drop-down arrow during a call. The
system creates a pending Auxiliary and changes
the agent states to Aux only after the agent
completes the call.

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Getting started

Reason codes
Using Avaya Agent for Desktop, you can change the agent availability status and specify the
appropriate reason code. Avaya Agent for Desktop supports the following three types of reason
codes:
• Auxiliary Reason Codes
• Logout Reason Codes
• Call Work Codes
The reason code represents the reason for not being at the workstation, call work related actions
during an active call, or for not accepting the ACD call. The system displays a lock icon next to the
reason codes received from ACM.

Familiarizing with the Avaya Agent user interface

Avaya Agent user interface

Avaya Agent for Desktop occupies minimum space on the computer desktop. The desktop
application provides a common look-and-feel and a Graphic User Interface (GUI) to match the
work that an agent performs. With the main window, you can gain access to all the features of
Avaya Agent for Desktop.
The following figure shows the components of the main window:

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 Familiarizing with the Avaya Agent user interface

Top bar items:

The top bar of Avaya Agent for Desktop contains application controls, such as main menu options,
agent state, agent and station details.

Icon Name Description

Agent state Displays the agent state with
reason code name and the state
timer.
The state timer indicates the total
time that you spend in the current
state.
Station: Agent extension numbers Displays the station number and
agent extension that you use for
logging in to Avaya Agent for
Desktop.
Application name The name of the application.
This field displays Avaya Agent
for Desktop at all times.
Maximize Expands the Avaya Agent for
Desktop window to the top of the
computer desktop.
Table continues…

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Getting started

Icon Name Description

Close Hides the Avaya Agent for
Desktop user interface.
To display the Avaya Agent for
Desktop user interface, you can:
• double-click the Avaya Agent
for Desktop system tray icon.
• right-click the Avaya Agent for
Desktop system tray icon and
click Hide Interface.

Action bar items:

The action bar contains the controls to handle the calls and to make call transfers and
conferences. The action bar also displays the active calls. The maximum number of active calls
that Avaya Agent for Desktop can display is 3.

Icon Name Description

Call text box The text box where you can type
the destination number to make a
new call, a transfer or a
conference call.
You can call a contact in the list
by clicking the scroll icon located
next to the call text box and
selecting the contact in the list.
Table continues…

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 Familiarizing with the Avaya Agent user interface

Icon Name Description

Active call cell As you make and receive calls,
the action bar displays a cell for
every active call.
The cell contains the following
items:
• Call control button: Use for
dropping the call or for creating
a transfer or a conference.
• Contact name or call type: If the
cell displays a conference call,
the system displays
Conference and the number
of participants.
• Call timer: Displays the total
time spent on the call. When
you hold the call, the timer
displays the total hold time.
• Drop button
• Hold button
• Initiate Service Observing
• Enable DTMF button: This is a
new button added to send
DTMF from a keyboard. When
a user clicks this button, the text
label containing telephone
number hides and a new DTMF
input field appears. The user
can start typing DTMF digits in
the field without any additional
mouse clicks. You can type only
digits (0–9), pound sign (#), and
asterick (*) in this field. When
this field is enabled, the DialPad
window is also enabled as an
alternate input option.
• After input is complete, the user
can close the line field by
pressing the Enter or the
Escape key or just by clicking
the DTMF button again. The
line edit field will hide and the
telephone number label is
shown again.
Table continues…

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Getting started

Icon Name Description

Answer button The icon that the system displays
in the call cell when a call arrives.
Hold button The icon that the system displays
for putting a call on hold.
Resume button The icon that the system displays
for resuming a held call.
Drop button The icon that the system displays
for dropping a call or a
conference.

Bottom bar widgets:

The bottom bar widgets contains the following controls:

Icon Name Description

Contacts Displays or hides the contact list.

History Displays or hides the work log

history.
Feature Buttons Displays the list of feature buttons
configured
DialPad Displays the dial pad.

Stats Console Displays the Stats Console

information window.
Quality Details Displays the network quality
indicator for the current call. The
call quality level is defined based
on the value of the parameters
such as, packet loss, jitter buffer,
and other given parameters. The
quality level is scaled from 1 to 5,
and defined as 1–Poor, 2–
Average, 3–Medium, 4–Good, 5–
Excellent.
Browser Displays the URL in the internal
browser.
Volume control Adjusts the volume of the audio
output device.
Click the button next to the
volume slider to mute or unmute
the audio output device.
Mute microphone (audio) Mutes or unmutes the
microphone.

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 Familiarizing with the Avaya Agent user interface

Avaya Agent for Desktop tray icon and action bar items
This section describes the Avaya Agent for Desktop features that you can gain access to by using
the system tray icon or agent state main menu in the top bar.

Name Description
Agent states The list of agent states options available are:
• Ready: Move the agent to ready state. In this
state, the agent is ready to take calls or already
on an active call.
• Auxiliary: Move the agent to not ready state. In
this state, the agent is not ready to take calls. You
can choose a reason code if it is available for this
state.
• Agent Log Out: Log out the agent. You can
choose a reason code if it is available for this
state.
Show Login Dialog This option is now always visible whether the agent/
station is logged in or not on the Avaya Agent for
Desktop application. To register the agent/station or
to login to the system, click this option and provide
the agent user name and password.
Station Logout Log out of the station.
Collapsed Mode View theAvaya Agent for Desktop user interface in a
compact view.
Always on Top See the Avaya Agent for Desktop user interface on
top of other windows.
Hide Interface Hide the Avaya Agent for Desktop user interface.
This feature is useful during shared control mode
with Avaya one-X® Agent or Avaya Agent for
Desktop.
Reset Window Position Realign the Avaya Agent for Desktopwindow to the
default position.
Table continues…

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Getting started

Name Description
Workspace View application UI based on various available
workspace options, such as:
• Load Workspace: Basic, Extended, and Shared
Control. Select a customized workspace if it is
already defined.
• Save Workspace: Save the current workspace UI
as a new custom workspace or replace an
existing custom workspace.
• Manage Workspace: Rename or remove the
current list of custom workspace.
• Lock Windows Position: Lock the current
workspace UI position on the screen.
Logs Click Logs > Save As to save the call logs in a .zip
format on your desktop.

Note:
This option is disabled for agents. Only
administrators can save or retrieve logs now in
Avaya Agent for Desktop.
Settings Open the Avaya Agent for Desktop settings window.
About Display version information about the Avaya Agent
for Desktop application.
Quit Close the Avaya Agent for Desktop application.

Related links
Avaya Agent user interface on page 24

Avaya Agent for Desktop user interface controls

This sections describes the controls you can use to configure the functions of the Avaya Agent for
Desktop user interface.

Expanding the Avaya Agent for Desktop user interface

To expand the Avaya Agent for Desktop user interface, click the Maximize button in the top bar.

Hiding the Avaya Agent for Desktop user interface

To hide the Avaya Agent for Desktop user interface, right-click the Avaya Agent for Desktop tray
icon and select Hide Interface.

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 Familiarizing with the Avaya Agent user interface

Placing the Avaya Agent for Desktop user interface on top of all the other windows
To place the Avaya Agent for Desktop user interface on top of all the other windows on the screen,
right-click the Avaya Agent for Desktop tray icon and select Always on Top.

Volume settings
To control the volume of Avaya Agent for Desktop, use the Volume slider in the bottom bar. To
mute the volume, click the Mute button next to the Volume slider.
Related links
Avaya Agent user interface on page 24

User interface modes

The following table describes the various modes of Avaya Agent user interface. For VDI, the
agents mostly use Headless and Collapsed modes. For the Standalone CC client, the agents use
Full UI mode.

Interface Mode Features

Full UI mode • Full agent
(Always on Top) control
• Telephony
• Features and
media control

Headless mode • System tray icon

(Hide interface)
• Control from a
Computer
Telephony
Integration (CTI)
application
• Media control
through headset
Collapsed mode • Control from a
CTI application
• Media control
exposed for
agents without
headset media
control

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Getting started

Avaya Agent for Desktop settings

Using Avaya Agent for Desktop, agents can configure their own greeting messages. Agents can
also select the display language of the Avaya Agent for Desktop interface.
Note:
The other configuration settings must be made by a system administrator.
Related links
Setting the language for Avaya Agent for Desktop on page 32
Greetings configuration on page 32

Setting the language for Avaya Agent for Desktop

Before you begin
In the system tray, right-click the Avaya Agent for Desktop icon and select Settings. The system
displays the Avaya Agent for Desktop Settings window.
About this task
The Avaya Agent for Desktop user interface is designed for being used in multiple languages.
This procedure describes how to change the language of the Avaya Agent for Desktop user
interface.
Procedure
1. In the Avaya Agent for Desktop Settings window > Settings tab, select the Advanced
menu.
2. In the Language field, select any one of the available languages.
3. Click Save.
Related links
Avaya Agent for Desktop settings on page 32

Greetings configuration
Greetings are messages that the system plays before you can talk to the caller.
To gain access to the greetings settings menu, right-click the Avaya Agent for Desktop tray icon
and select Settings. The system then displays the Avaya Agent for Desktop Settings window.
Click the Greetings tab to view or define new greetings.
Related links
Avaya Agent for Desktop settings on page 32
Adding a greeting message on page 33

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 Avaya Agent for Desktop settings

Removing a greeting message on page 34

Changing the order of a greeting message on page 34
Greetings tab field descriptions on page 34

Adding a greeting message

Before you begin
In the system tray, right-click the Avaya Agent for Desktop icon and select Settings. The system
displays the Avaya Agent for Desktop Settings window.
About this task
You can configure the system to play a greeting message to the client when incoming calls are
connected.
Procedure
1. In the Avaya Agent for Desktop Settings window, select the Greetings tab.
2. Click the Add icon in the left pane.
3. In the Rule Name field, type the name of the greeting message.
4. In he VDN Name Pattern field and type the name of the VDN associated to the greeting
message.
Note:
When a call with an agent starts, the VDN name you define is displayed on the top bar.
Also, the VDN name field can display only 16 characters (15 visible and 1 for string
termination). Thus, if the VDN name is too long, then you must add a ‘*’ to abbreviate.
The key point is that Avaya Agent will match the VDN name to play a greeting. For
example, Queue to Virtual Agents must be added as Queue to*.
5. In the Auto Play only if field, click any one of the following options:
• Do not auto play
• When agent is in Ready Mode
• When agent is logged in
• For all incoming calls
6. (Optional) Click the File Name field, to modify the file name details.
7. (Optional) In the File Path field, click to select the required audio file.
8. In the Recording field, click Record to record a new audio message. Click Stop to stop
recording.
Note:
The Duration field displays the duration of the recorded audio file and cannot be
modified.
9. (Optional) Click the Play icon to listen to the recording.

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Getting started

10. To remove an audio file from the Greetings List , select an entry from the list and click the
Delete icon.
11. Click Yes to confirm deletion.
12. Click Save to save the greeting message settings.
Related links
Greetings configuration on page 32

Removing a greeting message

Before you begin
In the system tray, right-click the Avaya Agent for Desktop icon and select Settings. The system
displays the Avaya Agent for Desktop Settings window.
Procedure
1. In the Avaya Agent for Desktop Settings window, click the Greetings tab.
2. Select the greeting in the left pane.
3. Click the delete icon.
4. Click Yes to confirm the deletion.
5. Click Save.
Related links
Greetings configuration on page 32

Changing the order of a greeting message

Before you begin
In the system tray, right-click the Avaya Agent for Desktop icon and select Settings. The system
displays the Avaya Agent for Desktop Settings window.
Procedure
1. In the Avaya Agent for Desktop Settings window, click the Greetings tab.
2. Select the greeting in the left pane.
3. Click the up or down icon in the left pane to change the order of the greeting.
4. Click Save.
Related links
Greetings configuration on page 32

Greetings tab field descriptions

In addition to recording an audio file, Avaya Agent for Desktop now provides option to upload
multiple audio files for a greeting message. You can chose to activate a desired audio file from the
list of audio files uploaded for a greeting message. You can also configure settings to auto-play

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 Avaya Agent for Desktop settings

the audio files based on the Avaya Agent for Desktop status. You can use the following
descriptions from the Greetings tab to manage greetings.

Field Description
Rule Name The field to define the name of the new audio
greeting rule.
VDN Name Pattern The field to define the name of the new audio
greeting rule in a regular expression format. For
example – Special symbol *. VDN "Avaya*_VDN"
will be triggered for "AvayaWeather_VDN",
"Avaya123_VDN" and other VDN Names satisfy this
rule. Special symbol ?. VDN "Avaya?VDN" will be
trigerred for "Avaya1VDN", "Avaya2VDN" and
similar.
Auto Play only if The field to auto play the active audio file of a
greeting message based on the status of the Avaya
Agent for Desktop application. The following are the
available options:
• Do not auto play: The greeting message is not
triggered and rule is disabled.
• For all incoming calls: The greeting message is
played for all incoming calls. The VDN expression
is ignored.
• When agent is logged in: The greeting message
is played when agent is logged in irrespective of
the agent state. The VDN expression is ignored.
• When agent is in Ready Mode: The greeting
message is played only when agent is in Ready
state. Greeting message is played for all incoming
calls if VDN is empty. If VDN is not empty,
greetings which satisfy the VDN rule is played.
File name The field to display and modify the file name of the
active audio file.
File Path The field to select an audio file.
Duration This field displays the duration of the recorded
audio greeting.
Recording The field to record and play an audio file.

Related links
Greetings configuration on page 32

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Chapter 3: Using Avaya Agent

Managing the contact list

Use the Contact widget icon for viewing, adding, removing and editing contacts. You can also use
the contacts list to make calls, conferences, or call transfers.
The Contact List window displays the contacts details in a table and has the following filtering
capabilities:
• Sorting the contacts in ascending or descending order, based on the contact details
• Mark a particular number of a contact as Favorite or Speed Dial
• View all contacts or view only those contacts marked as Favorites or as Speed Dial
• Searching for a contact by name or by phone number
Related links
Viewing contacts on page 36
Adding a contact on page 37
Editing contacts on page 38
Removing a contact on page 38
Avaya Agent user interface on page 24

Viewing contacts
Procedure
1. In the bottom bar widgets, click the Contacts icon.
The system displays the Contacts widget window.
Note:
You can also view the LDAP contacts in the Contact window.
2. To sort the contacts in ascending or descending order, click the table header that
corresponds to the contact detail to use for sorting.
For example, to sort the contacts by the name, in ascending order, click the Name header
once. To sort the contacts in descending order, click the Name header a second time.

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 Managing the contact list

3. To select the type of contacts to display, select one of the following menu options at the
bottom left of the screen:
• All Contacts: To display all the contacts in the contact list
• Favorites: To display the contacts marked as favorites
• Speed Dial: To display the contacts marked for speed dial
4. To add a new contact, click the Add icon at the bottom left of the screen and provide the
required details, and then click Save.
5. To search for a contact, type the name or the phone number in the Search field at the
bottom left of the screen.
6. You can also click the three dot icon in the last column next to a contact to edit or delete a
contact.
7. You can also click the phone number link in the Mobile Phone or Work Phone column to
initiate a call with a contact. Additionally, you can also right-click on the number link to
initiate a call, transfer a call, or add the number to a conference call.
Related links
Managing the contact list on page 36
Avaya Agent user interface on page 24

Adding a contact
Procedure
1. In the top bar, click the Contacts button.
The system displays the Contact List window.
2. In the Contact List window, click the + button.
The system displays the Contact Information dialog box.
3. Provide the required contact information:
• First name: the first name of the contact
• Last name: the last name of the contact
• Phone 1: the primary extension of the contact
• Phone 2: the secondary extension of the contact
4. Click Save.
Related links
Managing the contact list on page 36
Avaya Agent user interface on page 24

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Using Avaya Agent

Editing contacts
Procedure
1. In the bottom bar widgets, click the Contacts icon.
The system displays the Contacts widget window.
2. In the Contact window, perform one of the following actions:
• Right-click the contact and select Edit Contact.
• Double-click the contact.
3. Edit the contact information.
4. Click Save.
Related links
Managing the contact list on page 36
Avaya Agent user interface on page 24

Removing a contact
Procedure
1. In the bottom bar widget, click the Contacts icon.
The system displays the Contacts widget window.
2. Right-click the contact and click Delete Contact.
3. Click Yes to confirm deletion.
Example
Related links
Managing the contact list on page 36
Avaya Agent user interface on page 24

Handling calls
About this task
Avaya Agent for Desktop works as a soft phone that you can use to handle calls in the same
manner as a desk phone.
This section contains the procedures to handle calls using Avaya Agent for Desktop for different
settings. This section includes information about:
• Answering a call

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 Handling calls

• Putting a call on hold

• Ending a call
• Making a call
Every active call has a cell in the action bar of the Avaya Agent for Desktop user interface. The
cell contains the buttons to control the call.
Procedure
1. To answer an incoming call, click the Answer button in the ringing call cell.
2. To put an active call on hold, click the Hold button in the active call cell.
The Hold button changes to Resume when the call is on hold. Click the Resume button to
resume the call.
3. To end a call, click the Drop button in the active call cell.
Related links
Making a call from the text input field on page 39
Making a call using Speed dial on page 39
Making a call using the Contact List on page 40
Using headset buttons for handling calls on page 40
Making a call using a click-to-dial feature on page 41
Avaya Agent user interface on page 24

Making a call from the text input field

About this task
Avaya Agent for Desktop provides you with the possibility of making calls in different ways.
To make a call using the text input field located on the action bar, perform the following actions:
Procedure
1. Type the destination number in the Phone Number field.
2. Press Enter.
You can also click the Initiate Call icon located on the bottom of the text input field after
you type the destination number.
Related links
Handling calls on page 38
Avaya Agent user interface on page 24

Making a call using Speed dial

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Using Avaya Agent

About this task

Avaya Agent for Desktop provides you with the possibility of making calls in different ways.
To make a call using he Speed Dial feature, perform the following actions:
Procedure
1. On the action bar, click the Initiate Call button bottom of the text input field.
2. Move the cursor to the contact in the Speed Dial list.
3. Click Call.
Related links
Handling calls on page 38
Avaya Agent user interface on page 24

Making a call using the Contact List

About this task
Avaya Agent for Desktop provides you with the possibility of making calls in different ways.
To make a call using the Contact List, perform the following actions:
Procedure
1. In the bottom bar widget, click the Contacts icon.
The system displays the Contacts widget window.
2. Click the number next to the desired contact in the list to initiate the call.
Related links
Handling calls on page 38
Avaya Agent user interface on page 24

Using headset buttons for handling calls

Answer a call
An agent can answer an incoming call in two ways:
• Press call button on main window
• Press physical call button on the headset. This feature will work if the headset button is
configured for answering an incoming call.
When the agent presses the call button on headset, call is answered and the agent state is
changes to active state.

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 Handling calls

Hold/unhold a call
An agent can hold/unhold calls in two ways:
• Press hold/unhold button on main window
• Press physical call button on the headset. This feature will work if the headset button is
configured for holding/unholding calls.
When an agent presses the call button on headset, the call will hold if it is active or unhold if it was
on hold.

Note:
Some Jabra devices have an additional hold button. This button works in the same way and
does not need additional configuration.
Drop a call
An agent can drop an active call in two ways:
• Press call button on main window
• Press physical call button on the headset. This feature will work if the headset button is
configured for dropping an active call.
When the agent presses the physical call button on the headset, call will be dropped.
Mute/unmute a call
An agent can mute/unmute an active call in two ways:
• Press call button on main window
• Press physical call button on the headset. This feature will work if the headset button is
configured for muting/unmuting an active call.
When the agent presses the physical mute/unmute button on the headset or presses the mute/
unmute button on the main window, Avaya Agent for Desktop audio input is stopped/retrieved and
the microphone icon on the main window and the headset is changed to mute/unmute icon
respectively.
Related links
Handling calls on page 38

Making a call using a click-to-dial feature

Before you begin
Ensure that the click-to-dial extension is already installed for your browser.
Procedure
1. Navigate to the web page which contains the customer contact number.
2. Click the number you want to contact on the web page.
If the number you have clicked meets the dialing rules set by the administrator, the click-to-
dial call will be initiated using the Avaya Agent for Desktop application.

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Using Avaya Agent

Related links
Handling calls on page 38

Making call transfers

Avaya Agent for Desktop provides you with the possibility of making call transfers when you have
an active call, as follows:
• Direct transfer: to transfer an active call to a contact in the contact center without announcing
the transfer
• Consultative transfer: to speak to the contact before transferring the call
Related links
Transferring calls on page 42
Avaya Agent user interface on page 24

Transferring calls
Procedure
1. In an active call, click the Initiate Transfer icon.
The system displays the Transfer Destination field.
2. Click the drop-down list next to the Phone number field and select the contact from the
list.
3. Click Confirm Transfer.
The system transfers the call to the selected contact.
Related links
Making call transfers on page 42
Avaya Agent user interface on page 24

Creating conferences
Avaya Agent for Desktop provides you with the possibility of creating conferences when you have
an active call, as follows:
• Direct conference: to add the participants to the conference call without speaking to the
participants
• Consultative conference: to speak to the participants before adding the participants to the
conference call

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 Using the dial pad

Related links
Creating a conference on page 43
Avaya Agent user interface on page 24

Creating a conference
About this task
Avaya Agent for Desktop provides you with the possibility of creating conferences .
To create a conference, perform the following actions when you have an active call:
Procedure
1. In an active call, click the Initiate Conference icon.
2. Select a contact from the Phone Number drop-down list.
3. Click Confirm Conference.
The system adds the number you selected at Step 2 to the conference.
Related links
Creating conferences on page 42
Avaya Agent user interface on page 24

Using the dial pad

About this task
The dial pad is an alternative to using the keyboard for entering phone numbers in the text input
field.
Procedure
1. In the bottom bar widget, click the Dial Pad icon.
2. Click the dial pad buttons to form the number in the text input box.
3. (Optional) Click Redial to dial the last called number.
4. Click Dial.
Next steps
To close the Dial Pad window, click the dot icon located on left of the Dial Pad widget window and
click Close Widget.
Related links
Avaya Agent user interface on page 24

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Using the feature buttons

About this task
The feature button allows you to change the agent state, change the ready mode, release a call.,
initiate a service observe call, and other actions.
Procedure
In the bottom bar widget, click the Feature Buttons icon and click to use any of the following
features:
• Manual In: to accept ACD calls when you release a live call
• Auto In: to change the agent state to Ready after you release the call
• AfterCall: to change the agent state to ACW
• AuxWork: to change the agent state to Aux
• Service Observe: to initiate a supervisor service call.
• Release: to release an active call
• last-numb: to dial the last called number
• normal: to place the station display into normal call identification mode.
Next steps
To close the Dial Pad window, click the dot icon located on left of the Dial Pad widget window and
click Close Widget.

Changing the agent state

Before you begin
When you log in to Avaya Agent for Desktop, the system changes the agent state from Offline to
the default Auxiliary state. You must then change the agent state to Ready mode to start
receiving ACD calls.
About this task
Following are the steps for changing an agent state from Ready mode to the other available
states:
Procedure
1. In the top bar, click the Agent State drop-down arrow.
2. In the menu, click one of the following options and select the applicable reason code:
• After Call Work: To change the agent state for an after call work.
• Auxiliary: To change the agent state for an Aux-Work.

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 Managing the call history

• Log Out: To change the status to the logout mode.

Managing the call history

Avaya Agent for Desktop keeps a history of the calls you make and receive.
The call history window displays the following information:
• Type: Displays whether the call was incoming, outgoing, or cancelled by the caller.
• Name: Displays the name of the contact.
• Number: Displays the phone number of the contact.
• Time & Date: Displays the date and time of the call.
• Duration: Displays the duration of the call.
• Work Codes: Displays the reason selected for taking any call work related action during an
active ACD call.
You can sort the entries in the Calls History window by the following criteria:
• Call information: type, name, phone, date-time, duration
• The time when the call occurred: the current day, the previous day, the current week, the
current month
• Searching for a contact by name or by phone number
Related links
Viewing the call history on page 45
Making a call from the Call History window on page 46
Removing an entry from the call history on page 46
Avaya Agent user interface on page 24

Viewing the call history

Procedure
1. In the bottom bar widget, click the History icon.
The system displays the History widget window.
2. To sort the call history entries in ascending or descending order, click the table header that
corresponds to the sorting criterion.
For example, to sort the entries in the Calls History table by the name of the contacts, click
the Name header. Click the table header once to sort the entries in ascending order. Click
the table header twice to sort the entries in descending order.

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Using Avaya Agent

3. To display the call history entries from a relative time period, in the bottom right of the
window, click the Today field and select one of the following options:
• Today: to list the call history for the current day
• Yesterday: to list the call history for the previous day
• This Week: to list the call history for the current week
• This Month: to list the call history for the current month
• All: to list all the entries in the call history
4. To search for an entry, type the name or the phone number of the contact in the Search
field at the bottom left of the window.
Related links
Managing the call history on page 45
Avaya Agent user interface on page 24

Making a call from the Call History window

Procedure
1. In the bottom bar widget, click the History icon.
2. In the History window widget, click the phone number of the desired contact.
The application initiates a call with the clicked contact number.
Related links
Managing the call history on page 45
Avaya Agent user interface on page 24

Removing an entry from the call history

Procedure
1. In the bottom bar widget, click the History icon.
2. In the History widget window, select the entries to delete.
3. Perform one of the following actions:
• Right-click the entry and select Delete.
• In the right corner of the History widget window, click the dot icon and select Delete.
4. Click Yes to confirm deletion.
Related links
Managing the call history on page 45
Avaya Agent user interface on page 24

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 Message waiting indicator overview

Message waiting indicator overview

The Avaya Agent for Desktop system displays the Message Waiting Indicator (MWI) as a button in
the top bar of the main window. The When you click the MWI button, the system dials the voice
mailbox number configured for the host agent. Avaya Agent for Desktopsupports group MWI
feature as well, where the aut-msg-wt light turns on when the group mailbox receives a message.
Also, when a new voice mail arrives, the message waiting indicator turns red. Using MWI, you can
perform the following actions:
• Set up the voice mailbox.
• Listen to a voice mail.
• Send a voice mail.
• Delete a voice mail.
To perform these actions, you must click the message waiting indicator button and follow the IVR
instructions.
Note:
When you request to listen to the voice mails, the Avaya Agent for Desktop system plays the
latest mail first.

Using shared control mode between Avaya Agent for

Desktop and Avaya one-X Agent
This section describes the procedure to enable shared control mode while using Avaya Agent for
Desktop and Avaya one-X® Agent.
About this task
Shared control mode is a feature for using Avaya Agent for Desktop as a desk phone for Avaya
one-X® Agent. With shared control mode, you can make and receive calls using the Avaya one-X®
Agent interface, while being logged in to Avaya Agent for Desktop with the same extension.
Note:
Shared control mode requires a specific system configuration. Contact the system
administrator for support. To test the shared control with Avaya Agent for Desktop, Avaya one-
X® Agent must be on the separate machine.
The following procedure describes the steps you must take to enable shared control mode in
Avaya one-X® Agent and to hide the user interface of Avaya Agent for Desktop.
Procedure
1. Log in to Avaya Agent for Desktop.
2. Start Avaya one-X® Agent and click System Options > System Settings.

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Using Avaya Agent

3. Navigate to the Login panel and select the Telephony tab.

4. In the Extension and Password fields, set the extension and the password used to log in
to Avaya Agent for Desktop.
5. In the Place and receive calls using field, select Desk Phone.
6. Click OK.
7. Right-click the Avaya Agent for Desktop tray icon and click Hide Interface.
The Avaya Agent for Desktop user interface now becomes invisible and you can handle
calls using only the Avaya one-X® Agent user interface.

Using Avaya Agent for Desktop in shared control mode

with Avaya Agent for Desktop
About this task
Shared control mode is a feature for using Avaya Agent for Desktop as a desk phone for another
instance of Avaya Agent for Desktopas well. With shared control mode, you can make and receive
calls using the Avaya Agent for Desktop interface, while being logged in to another Avaya Agent
for Desktop instance with the same extension.
Procedure
1. Log in to Avaya Agent for Desktop in My Computer mode.
2. Start another instance of Avaya Agent for Desktop and navigate to Login panel.
3. In the Extension and Password fields, set the extension and the password used to log in
to Avaya Agent for Desktop.
4. Navigate to Login panel and select mode as Desk Phone.
5. Click Login.
6. Right-click the Avaya Agent for Desktop which is in My Computer mode on the tray icon
and click Hide Interface.
The Avaya Agent for Desktop user interface now becomes invisible and you can handle
calls using only the another instance of Avaya Agent for Desktopinterface which is in Desk
Phone mode.

Avaya Agent for Desktop supervisor feature overview

Avaya Agent for Desktop allows a supervisor to observe an agent's performance on any particular
call, silently and unobserved. Avaya Agent for Desktop leverages only Communication Manager
native capabilities for supervisor feature but in a user-friendly UI workflow. Here, a supervisor can

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 Avaya Agent for Desktop supervisor feature overview

listen-in or barge-in to the agent-customer interaction using this function. If the administrator has
enabled this service, the observing icon appears as a work item on the supervisor's Avaya Agent
for Desktop user interface. Additionally, Avaya Agent for Desktop Coaching feature now allows
agents to listen to a supervisor and restrict customers from hearing the same conversation. The
supervisor can activate this feature using the following options:
1. Contact numbers in the following sections:
a. Call history
b. Contact list
c. Main screen input box
2. Right-click on the target agent row and select anyone of the following options:
• For H.323
Note:
In this case, the functionality can be started by Station or Agent.
a. Observe: listen-only: Supervisor could only hear the talk between the agent and the
customer.
b. Observe: listen/talk: Supervisor could also talk and the agent and the customer will
hear the supervisor.
• For SIP
Note:
In this case, the functionality can be started by Agent only.
a. Observe: listen-only: Supervisor could only hear the talk between the agent and the
customer.
b. Observe: listen/talk: Supervisor could also talk and the agent and the customer will
hear the supervisor.
c. Observe: Coaching: Only agent could hear the supervisor but the customer is
restricted to hear the conversation.
Note:
In second case, only the Coaching button is allowed. Initially when coaching is activated, the
session is started as listen-only and supervisor is muted. The supervisor could change the
mode to listen-talk in a call appearance list after clicking on the corresponding button.
Avaya Agent Service Observing user Experience
1. You need to configure your extention with sip-sobsrv feature on System Manager.
2. You need to configure COR (class of restriction) which you would like to observe.
3. Login into the extention and make sure you have sip-sobsrv feature in "feature buttons"
pad.
4. Also an agent should be logged in and be in AUX mode. You get notification if you try to
use coaching feature in Ready mode.
5. You can also start Service Observing from Call Appearance

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Using Avaya Agent

Related links
Using the supervisor feature on page 50

Using the supervisor feature

About this task
SO session:
This appears when observed agent/station/VDN has an active call:
• SO session is marked with a binocular icon on the left side of the call panel.
• The Change mode button is present (listen-only/listen-talk). Default is listen-only.
• For coaching, separate button is present.
• This session is ended when you click the Drop button or the observed call is dropped on
another side.
SO pending session
This is UI session which show the user that service observing feature is activated but waiting for
session on agent/station/VDN side. You can drop SO pending session to deactivate SO feature.
SO pending session disappears when SO session is established. But it returns back when SO
session is ended, as Avaya Agent for Desktop is still subscribed for SO and waiting for the next
call session. To deactivate SO, you need to drop the SO pending session.
Separate button on call appearance:
If coaching is available, then a separate button will appear on call appearance. The supervisor
should activate the coaching mode by pressing on this button.
Call appearance with active coaching mode:
The Listen-only/Listen-talk buttons are not available in a coaching mode. To deactivate coaching
mode, the supervisor must press on the corresponding button. After coaching mode deactivation,
the next SO mode will be the previous one (that is one before Coaching mode).
The supervisor feature can be activated in the following three ways.
Procedure
1. In the main window, type an Agent/Station/VDN Id and click Observe.
Note:
If you already have initiated SO session, you cannot initiate a new one and Observe
button will not be available. Also, the user cannot initiate a new call while having SO
session.
2. Open the contact list and chose the target of observing. Then, click the call menu and click
Observe.
3. Activate the sip-sobsrv feature button. You need to point the feature to two attributes here;
SoEntity for the agent id/station/VDN for which you want to observe the call; and SoMode
where you need to select the type as listen-only.

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 Avaya Agent for Desktop Presence feature overview

Related links
Avaya Agent for Desktop supervisor feature overview on page 48

Avaya Agent for Desktop Presence feature overview

About Presence feature
Avaya Agent for Desktop now supports Avaya Presence feature. Using Presence feature, an
agent can publish their presence details, such as availability, on-phone state, notes, and also
observe presence of another agent. Avaya Agent for Desktop enhances the standard Avaya
Presence states by correlating them to the standard agent states, such as AUX, ACW, Ready,
etc., with the additional presence note. Presence works in a shared control mode only if Avaya
Agent for Desktop is used on both side (Controlled and controlling). This feature works only if you
are using SIP protocol.
Note:
Presence is unavailable if you connect Avaya Agent for Desktop using H.323.
The presence feature displays both agent’s presence and presence of contacts in the agent’s
contact list.
About Self Presence
• Whenever user logs in on a station, Presence shows offline state.
• Whenever user logs in on agent extension, Avaya Agent for Desktop Presence shows away
state.
• Whenever an agent changes its state, Avaya Agent for Desktop Presence changes according
to agent state.
• Whenever an agent changes state to Do not disturb, the Presence shows Do not disturb.
From Agent point of view, Do not disturb is an Aux agent state with specific reason code.
• Whenever an agent logs out or application is closed, Presence shows offline state.
Table 1:

Main window Agent State Presence Presence Note

icon tooltip
Ready Available -

Ready (on a Call) On a phone On a call

Ready (on a Call) On a phone ACD call

Aux Away A reason code

description
Table continues…

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Using Avaya Agent

After Call Work Busy After Call work

Do not disturb Do not Do not disturb

disturb
Offline Offline -

About Contact list Presence

• An agent can view the Presence of agents for whom Presence is configured and active. Both
the agents must be in the same domain as observer.
• Key value is work phone. Avaya Agent for Desktop uses work number as base of
subscription address.
• A column in the Contact list represents a Contact list Presence with tool tip. A tool tip is a
presence note.
• If a contact is added during an active agent work session, Presence initially shows offline. But
after sometime, the status is updated.
Table 2:

Contact Contact Agent state Contact Contact Presence tool tip

icon Presence
Ready Available -

Ready (on a call) On a phone On a call

Ready (on a call) On a phone ACD call

Aux Away Aux : with aux description

After Call Work Busy After Call Work

Aux Do not disturb Do not disturb

Offline Offline

Unknown Unknown

Related links
Viewing the Presence feature on page 52

Viewing the Presence feature

About this task
The following procedure provides a sample Presence feature view

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 Avaya Agent for Desktop Presence feature overview

Before you begin

Ensure that you are using Avaya Agent for Desktop in either a shared control mode with Avaya
Agent for Desktop on both side (Controlled and controlling) or My Computer mode.
Note:
You must be sure that Avaya Agent for Desktop is using TLS connection. To activate this
feature, your administrator must enable the Presence option in your Avaya Agent for Desktop
settings and configure SIP endpoint for Presence Services
Procedure
In the bottom bar widgets, click the Contacts icon.
The system displays the Contacts widget window. If the Presence option is active, you will see the
presence status of the contacts on the Contacts window.
Related links
Avaya Agent for Desktop Presence feature overview on page 51

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Glossary

After Call Work An agent state consisting of work related to the preceding Automatic Call
Distribution (ACD) call.

Automatic Call A programmable device at the contact center. Automatic Call Distribution
Distribution (ACD) handles and routes voice communications to queues and available
agents. ACD also provides management information that can be used to
determine the operational efficiency of the contact center.

Aux The Aux or Auxiliary message indicates that the agent is not ready for
ACD calls. However, agents can make or receive calls on the station
while in the Aux state.

Aux-Work In Avaya Agent and Avaya Agent Web Client, the agent status in which
the agent is logged in but unavailable to receive a new contact.

Avaya Agent Avaya Agent for Desktopis a client application for a contact center agent,
whichAvaya Agent for Desktop supports multiple OS platforms and use
cases, such as VDI and standalone deployments.

Log Out To log out of the Avaya Agent for Desktop station and change the agent
state to offline mode.

VDI Avaya Virtual Desktop Infrastructure (VDI) is a product developed for

enabling desktop virtualization, encompassing the hardware and software
systems required to support the virtualized environment. Avaya Virtual
Desktop Infrastructure is designed to function with:
• The VDI Virtual Machine: A virtualized server for accessing the call
handling features remotely.
• The VDI Thin Client: A hardware device that has minimal system
requirements and is used for hosting the VDI Client software.

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Index
A L
add log in .................................................................................... 21
greeting message ......................................................... 33
agent states ......................................................................... 22
Avaya Agent
M
tray icon and top bar main menu items ........................ 29 make call ..............................................................................44
Avaya Agent settings ........................................................... 32 using contact list ........................................................... 40
Avaya support website support ..............................................7 using speed dial ............................................................39
using text input ............................................................. 39
C managing voice mailbox ...................................................... 47

call history ............................................................................45

delete entry ...................................................................46
N
make call from history ...................................................46 new features ........................................................................ 14
view call history ............................................................ 45
changing agent state ........................................................... 44
Click-to-dial .......................................................................... 41 O
conference ..................................................................... 42–44
one-X Agent,
configure
shared control mode .....................................................47
greetings tab field ......................................................... 34
overview .................................................................................8
language .......................................................................32
contacts ............................................................................... 36
add contact ................................................................... 37 P
edit contact ................................................................... 38
remove contact ............................................................. 38 place user interface on top .................................................. 30
view .............................................................................. 36 Prerequisites
remote agent use case ................................................. 19
standalone use case .....................................................16
D VDI use case ................................................................ 18
Presence ..............................................................................52
dial pad ................................................................................ 43
presence overview ...............................................................51

E R
expand user interface .......................................................... 30
reason codes ....................................................................... 24
remove greeting message ................................................... 34
G
greeting message ................................................................ 33 S
greeting message order .......................................................34
Section 508 Compliance ......................................................16
greetings .............................................................................. 32
supervisor feature overview .................................................48
super visor feature usage .................................................... 50
H support ...................................................................................7

handling calls
answer call ....................................................................38 T
end call ......................................................................... 38
transfer call .................................................................... 42, 44
mute call ....................................................................... 38
put call on hold ............................................................. 38
headset buttons ................................................................... 40 U
hide user interface ............................................................... 30
user interface ....................................................................... 24

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Index

user interface (continued)

modes ...........................................................................31
user interface controls ......................................................... 30

V
videos .................................................................................... 6
volume control ..................................................................... 31

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