Installing and Configuring Avaya one-X®

Agent

Release 2.0
November 2009
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2 Installing and Configuring Avaya one-X® Agent November 2009

 Contents

Chapter 1: Introduction............................................................................................................5
Installation overview..........................................................................................................................................5
Architecture overview........................................................................................................................................6

Chapter 2: Requirements..........................................................................................................7
Enterprise requirements....................................................................................................................................7
Software requirements......................................................................................................................................7
Feature dependencies on configuration..................................................................................................8
Computer and other hardware requirements....................................................................................................8
Video requirements........................................................................................................................................10
Network connection requirements..................................................................................................................11
License requirements......................................................................................................................................12

Chapter 3: Avaya one-X Agent installation checklist..........................................................13

Chapter 4: Installing Avaya one-X Agent..............................................................................17
Installing Avaya one-X Agent manually..........................................................................................................17
Upgrading Avaya one-X Agent to Release 2.0......................................................................................19
Installing Avaya one-X Agent silently..............................................................................................................20
Customizing the install............................................................................................................................22
Installing the Polycom video software............................................................................................................22
Administration and configuration of Avaya one-X Agent using XML..............................................................22

Chapter 5: Getting started......................................................................................................27

Logging on to Avaya one-X Agent..................................................................................................................27

Chapter 6: Setting up the initial configuration....................................................................31

Configuring phones for different locations......................................................................................................31
Setting up the My Computer configuration............................................................................................31
Setting up the Desk Phone configuration..............................................................................................33
Setting up the Other Phone configuration..............................................................................................34
Configuring the agent settings........................................................................................................................35
Configuring IM settings..................................................................................................................................36
Setting up the dialing rules..............................................................................................................................37
Configuring the Work Handling options..........................................................................................................38
Configuring the incoming call appearance......................................................................................................39
Configuring incoming instant message appearance......................................................................................40
Configuring incoming TTY appearance..........................................................................................................41
Setting the audio options................................................................................................................................42
Defining an agent profile................................................................................................................................43
Integrating the voice mail system....................................................................................................................44
Activating a recorded greeting........................................................................................................................45
Defining a reason code..................................................................................................................................45
Defining reason codes for work..............................................................................................................46
Defining reason codes for logging out....................................................................................................47
Defining reason codes for auxiliary........................................................................................................48
Viewing the phone display on the main window..............................................................................................49
Setting the toolbar buttons on the main window............................................................................................49

Installing and Configuring Avaya one-X® Agent November 2009 3

Contents

Chapter 7: Repairing Avaya one-X Agent..............................................................................51

Chapter 8: Removing the Avaya one-X Agent application..................................................53
Removing Avaya one-X Agent in manual mode..............................................................................................53

Chapter 9: Removing existing software................................................................................55

Index.........................................................................................................................................57

4 Installing and Configuring Avaya one-X® Agent November 2009

Chapter 1: Introduction

Avaya one-X Agent Release 2.0 is an integrated telephony softphone solution that provides
seamless connectivity to at-home agents, remote agents, outsourced agents, contact center
agents, and agents interacting with clients having vocal and hearing impairment. This is the
second release of Avaya one-X Agent and has number of enhancements in addition to the
features available in the Release 1.0.
Agent collaboration, supervisory support, and central administration capabilities are the main
enhancements of Avaya one-X Agent Release 2.0. These enhancements are supported by
Presence Services, System Manager, and Communication Manager. Avaya one-X Agent
Release 2.0 also relies on the Call Center features of Communication Manager.
In addition to the features present in release 1.0, Avaya one-X Agent now supports new
features such as instant messaging, hot-desking, supervisor monitoring, central management,
TTY interaction, desktop sharing, and single sign on. The availability of new features depends
on the type of Avaya one-X Agent license used for deployment.
All the enhancements are achieved maintaining the same user interface to help users adapt
quickly to the new features presented in this release.

Installation overview
Avaya one-X Agent installation is available in network environments that support H.323
telephony protocols. Your enterprise can use any of the following installation methods to install
Avaya one-X Agent:
• Customer installation: The customer installation (Avaya standard installation) allows
you to download and run the installation setting manually through a wizard.
• Silent installation: The silent installation (Command Line Installation) allows you to run
the standard install settings through a command line interface without the need of a
graphical user interface. Your enterprise's system administrator tests and installs the
Avaya one-X Agent installer software.
• Push installation: The push installation (Configurable-Silent Installation) allows you to
customize the Avaya one-X Agent configuration file to meet the company's needs and
push the customized configuration files in the installation file. Enterprise's system
administrator customizes and pushes the file into the agent's desktop computer.
.

Installing and Configuring Avaya one-X® Agent November 2009 5

Introduction

Architecture overview
Avaya one-X Agent uses the following system architecture, software integrations, and software
components to provide a multi-channel contact center solution.

1 Communication Manager
2 H.323
3 Avaya IP/DCP telephone (Far Endpoint)
4 Desktop running Avaya one-X Agent
5 Video Camera (Optional)
6 Real Time Processing (RTP) to Far Endpoint

6 Installing and Configuring Avaya one-X® Agent November 2009

Chapter 2: Requirements

Enterprise requirements
Communication Manager
To use Avaya one-X Agent for H.323 voice or video call, you must have an extension that is
properly administered for Avaya one-X Agent on a media server running one of the following
version of Communication Manager:
• Communication Manager Release 2.x and higher (voice only)
• Communication Manager Release 4.x and higher (voice and video)
Avaya Video Telephony Solution
If you want to use the video feature, you must have any one of the following software packages:
• Avaya Video Telephony Solution 3.0
• Avaya Video Telephony Solution 4.0

Software requirements
Operating System
Desktop computers or laptops must have one of the following 32–bit or 64–bit operating
systems:
• Microsoft Windows 7
• Microsoft Windows XP Professional with Service Pack 2 or Service Pack 3
• Microsoft Windows Vista-Ready
• Microsoft Windows Vista Service with Service Pack 1 for Business, Enterprise, or
Home Premium
• Microsoft Windows 2003 Server - Terminal Services
• Microsoft Windows 2008 Server (also known as Longhorn) - Terminal Services
Software download package
You must have the following software package:
• Avaya one-X Agent installation program
• Polycom video installer (required only if you are using video)

Installing and Configuring Avaya one-X® Agent November 2009 7

Requirements

You can download the software from the Avaya Web site:
http://www.avaya.com/support
Required Microsoft products
Avaya one-X Agent requires the following Microsoft products:
• Microsoft Internet Explorer 7.0 or later
• Microsoft .NET Framework 3.5 Service Pack 1
• Microsoft Redistributable Primary Interop Assemblies (PIA), required only when
integrating with Microsoft Office 2003 or 2007
• Windows Media Player R10 or higher, required if you are using the H.323 protocol
You can download the software from the Microsoft Web site:
http://www.microsoft.com

Feature dependencies on configuration

The following table shows the availability of Avaya one-X Agent features supported by 32 bit, 64
bit and Server OS recommended for Avaya one-X Agent.

Feature Name 32 bit operating 64 bit operating Server operating

system system system
ACD Available Available Available
Telephony Available Available Available
Video Available Not Available Not Available
IM/Presence Available Available Available
TTY Available Available Not Available
Desktop Sharing Available Available Available
Supervisor Available Available Available
My Computer mode Available Available Not Available

Computer and other hardware requirements

Important:
Ensure that the hardware components are properly configured and functioning as intended
in your personal computer. Any improperly configured devices in your personal computer
can potentially cause problems with the normal functionality of Avaya one-X Agent. The

8 Installing and Configuring Avaya one-X® Agent November 2009

 Computer and other hardware requirements

hardware components may include sound card, disc drive, hard disk drive, mouse, and video
card.
Hardware specifications for users not using media types
Users using extensive Desk Phone or Other Phone connection modes need to have the
following minimum client hardware. Systems with these specifications do not leverage any
other media type, such as VoIP, Video, Desktop Sharing, or IM.

Processor 733 MHz Pentium 3 processor or equivalent

RAM 256 MB

Hard disk space Minimum 3 GB and more if records and configuration are stored locally.

Monitor display 800 x 600, 256 colors

Avaya Switcher II For Agent Greetings in the Another Phone (Dual Connect) and Desk
Phone (Shared Control) modes

Hardware specifications for users having media usage

Users having media usage and requiring My Computer connection mode (VoIP) with Video,
Desktop Sharing, and IM must have the following client hardware recommendations:

Processor 1.5 GHz Pentium 4 processor or equivalent

RAM 1 GB

Hard disk space Minimum 3 GB and more if records and configuration are stored locally.
Larger the disk space, better is the media performance especially in
VoIP.
Monitor display 800 x 600, 256 colors

Universal Serial Bus USB 2.0

Video codecs H.261, H.263, or H.264 up to VGA resolution (required only if you are
using video)
Web camera List of supported web cameras and products required for use the video
features is available in Video requirements on page 10.
Avaya Switcher II For Agent Greetings in the Another Phone (Dual Connect) and Desk
Phone (Shared Control) modes

Headset or headphones (For My Computer mode)

Avaya recommends the following USB headsets for use with Avaya one-X Agent. The list is in
no particular order.
• Avaya AVD100 Mono PC Headset
• Avaya AVD300 Stereo PC Headset
• Avaya AVD400 Folding Stereo PC Headset

Installing and Configuring Avaya one-X® Agent November 2009 9

Requirements

• Avaya AVD500 Multimedia Stereo PC Headset

• Clarisys i750 USB Internet Phone
You can also use the following analog headsets:
• Avaya AVA50 Mono PC Headset
• Avaya AVA60 Stereo PC Headset
• Avaya AVA80 Folding Stereo PC Headset
• Avaya AVA90 Multimedia Stereo PC Headset
IP Telephones (for Desk Phone mode)
Avaya one-X Agent supports the Avaya series phone. The following are the telephone types
that are available on Communication Manager and officially supported for use with Avaya one-
X Agent:
• Avaya 24xx series
• Avaya 46xx series
• Avaya 64xx series
• Avaya 96xx series (except 9610)
• Clarisys i750 USB Internet Phone

Note:
You can use the 16xx series phones with Avaya one-X Agent as long as they have been
provisioned as 46xx series phones on Communication Manager.
Sound card (For My Computer mode)
The computer must have a full-duplex sound card. Avaya recommends the following sound
cards for use with Avaya one-X Agent. The list is in no particular order.
• Creative Labs - Live
• Creative Labs - Audigy
• Creative Labs - Audigy 2
You can download the latest drivers for these sound cards from the Creative Labs Customer
Support Web site.

Note:
Using splitters with any of these sound devices may result in poor audio quality.

Video requirements
Avaya Video Telephony Solution provides a point-to-point communication capability for agents
in a contact center. Avaya Video Telephony Solution uses a single IP network for voice and
video applications, therefore, provides the ability to use the video feature in the office, home,
or on the road.

10 Installing and Configuring Avaya one-X® Agent November 2009

 Network connection requirements

Avaya Video Telephony Solution is an optional Avaya one-X Agent feature and requires the
Communication Manager Remote Feature Activation (RFA) license. For information about this
license requirement, see License requirements on page 12.

Note:
Avaya one-X Agent supports video with H.323 in the My Computer and Desk Phone modes.
For more information about the video features, see the Avaya Video Telephony Solution
deployment guide, which is available on the Avaya Web site at:
http://www.avaya.com/support
Communication Manager
Avaya Video Telephony Solution features differ depending on the Communication Manager
release because video is part of Communication Manager. Communication Manager 3.x or
later is the minimum requirement for video support.
Web camera
You can use any of the following USB cameras with Avaya one-X Agent:
• Camera Logitech QuickCam® Communicate MP(S5500)
• Logitech QuickCam® Ultra Vision
• Logitech QuickCam® Pro 9000
• Microsoft VX-3000
• Microsoft VX-6000
• Creative® WebCam Live!® Motion
You can find additional information about the video products from the following resources:
• For the most current list of supported Web cameras, go to the Avaya Web site:
http:// www.avaya.com/support
• For information about the supported Web cameras, go to the manufacturer's Web site.
• Ensure that your personal computer meets the system requirements for your Web
camera.

Network connection requirements

You can use a Local Access Network (LAN), Digital Subscriber Line (DSL), or broadband
connection to set up the network. The following list provides the network requirements for each
configuration type:

My Computer configuration A single network connection between a personal computer

and a Communication Manager.

Desk Phone configuration A network connection and a telephone connection DCP or

PSTN telephones.

Installing and Configuring Avaya one-X® Agent November 2009 11

Requirements

IP Telephone and Avaya A network connection for a personal computer and a

Telephone-IP configurations network connection for the IP telephone.

Avaya Telephone-DCP A network connection and a DCP telephone connection.

configurations

Tip:
Avaya provides in-depth and informative documents that define and describe all aspects of
networking and how those aspects can affect the VoIP communication. You can retrieve
these documents from the Avaya Web site at:
http:// www.avaya.com/support

License requirements
Avaya controls the use of Avaya one-X Agent and the optional Avaya Video Telephony Solution
through licenses. You must purchase licenses for these products in order to use them.
Avaya one-X Agent license requirement
Before installing Avaya one-X Agent, ensure that the system administrator has registered
Communication Manager with the Avaya one-X Agent registration limit in the Communication
Manager Remote Feature Activation (RFA) license. Avaya one-X Agent registration limit is
automatically included in all Communication Manager R4.0.4 RFA licenses generated after
January 8, 2008 and is automatically included in all Communication Manager R5.x RFA
licenses.
Avaya Video Telephony Solution license requirements
Avaya Video Telephony Solution is an optional Avaya one-X Agent feature that is controlled in
the Communication Manager RFA license. You only need this license if you are using the Avaya
one-X Agent video feature. Avaya one-X Agent supports video only in the H.323 mode. Each
Avaya one-X Agent station administered on Communication Manager requires one RTU
License for the Maximum Video Capable Avaya one-X Agent Endpoints feature. These
licenses are included in all Communication Manager RFA licenses.

12 Installing and Configuring Avaya one-X® Agent November 2009

Chapter 3: Avaya one-X Agent installation
checklist

As Avaya one-X Agent interacts with many different products and services, you need to plan
for a successful installation. Use this checklist to plan your activities. This check list makes
sure that all requirements are in place for an error-free installation.

# Task Description

1 Determine how your enterprise The deployment option may

will deploy Avaya one-X Agent. include telephony protocol,
feature set, usage mode, and
Communication Manager.
Avaya one-X Agent supports
video with H.323 in the My
Computer and Desk Phone
modes. For details, see
Enterprise requirements on
page 7.

2 Ensure that all product licenses Avaya controls the use of Avaya
are in place. one-X Agent and the optional
Avaya Video Telephony Solution
through licenses. You must
purchase licenses for these
products in order to use them.
For license information, see
License requirements on page
12.

3 Download the software package The Avaya one-X Agent

from the Avaya support site. software download package is
available on the Avaya Support
Web site at http://
www.avaya.com/support.
For software requirements, see
Software requirements on page
7.

4 Ensure that the end user and For the installation option,
enterprise environments can consider the following:
support Avaya one-X Agent.
• Is the required
hardware in place? For
hardware requirement,
see Computer and

Installing and Configuring Avaya one-X® Agent November 2009 13

Avaya one-X Agent installation checklist

# Task Description

other hardware
requirements on page
8.
• Have all related Avaya
software products been
installed and
administered correctly?
For Avaya software
requirements, see
Software requirements
on page 7.
• Have all related third-
party software products
been installed and
administered correctly?
For third-party software
requirements, see
Software requirements
on page 7.
• Have you verified that
your infrastructure is
ready for video
telephony? For more
information, see the
Avaya Video Telephony
Solution deployment
guide, available on the
Avaya Web site at
http://www.avaya.com/
support.

4 Administer Avaya one-X Agent Ensure that your system

feature on Communication administrator has configured
Manager. Communication Manager to
support extension assignments,
IP connectivity, telephone types,
video, and other settings. For
details, see Administering
Communication Manager for
Avaya one-X Agent.

5 Determine how you will You can:

distribute the Avaya one-X Agent
• Use a tool such as the
software to your employees.
Microsoft Software
Management Server

14 Installing and Configuring Avaya one-X® Agent November 2009

 # Task Description

(SMS) for silent

installations.
• Use a customer
installation process that
requires end users to
manually install the
Avaya one-X Agent and
other related software.

6 Begin the installation process. Avaya one-X Agent installation

is available for personal
computer and Windows Server
environments. For steps, see
Installing Avaya one-X Agent on
page 17.

7 Start Avaya one-X Agent. You must register your

telephone extension with the
Communication Manager
system to configure your system
preferences.

8 Complete the initial After completing the installation,

administration. you must configure your system
and agent preferences. The
basic administration settings are
available in Setting up the initial
configuration on page 31.

Installing and Configuring Avaya one-X® Agent November 2009 15

Avaya one-X Agent installation checklist

16 Installing and Configuring Avaya one-X® Agent November 2009

Chapter 4: Installing Avaya one-X Agent

You or your system administrator can install Avaya one-X Agent manually or silently in a
network environment that supports the H.323 protocol.
The manual installation allows you to run the installation setting through an installation wizard.
Your enterprise's end users will manually download and install all required software onto their
personal computers.
The silent installation allows you to run the standard install settings through a command line
interface (CLI). Your enterprise's system administrator tests and installs the Avaya one-X Agent
installer software. In addition, you can customize the Avaya one-X Agent configuration file to
meet the company's needs and push the customized configuration files in the installation file
through the CLI installation.

Installing Avaya one-X Agent manually

Prerequisites

• If you plan to install Avaya one-X Agent with video and if Avaya IP Softphone with
video or one-X Communicator with video is installed on your computer, you must
uninstall the Polycom video installed with either of the products and install the Polycom
video with the installer supplied with Avaya one-X Agent. Refer to .Removing existing
software on page 55 for more information.
• Ensure that Microsoft .Net Framework 3.5 SP1 has been installed on the personal
computer.
• If you plan to use Click-to-Dial using Firefox, then ensure that Firefox is installed before
installing Avaya one-X Agent.

1. Using a Windows Explorer to navigate to the directory containing the Avaya one-
X Agent software.
2. Double-click the OneXAgentWIXSetup.msi file. This starts the installation wizard
and displays the welcome page.
3. In the welcome page, click Next. This displays the User Information page.
4. Enter your name and organization name in Full Name and Organization fields
respectively. Avaya one-X Agent uses this information to provide user feedback.
5. On the User Information page, click Next. This displays the Destination Folder page.

Installing and Configuring Avaya one-X® Agent November 2009 17

Installing Avaya one-X Agent

6. Enter the location where you want to install Avaya one-X Agent in the Destination
Folder page.
7. Click Next on the Destination Folder page. This displays the Central Management
Information page.
8. If Central Management is installed for Avaya one-X Agent:
a. Select Enable Central storage of profile information check box.
b. Enter the Central Management server IP address and port number in Central
Management Host and Central Management Port fields respectively.
This step is optional and you can still install Avaya one-X Agent without selecting
Enable Central storage of profile information check box.
9. In the Central Management Information page, click Next. This displays the one-X
Agent Options page.
The check-boxes displayed on one-X Agent Options page are described in the
following table. None of the options are selected by default.

Options Description

Use windows credentials to Select this option if you are using

login to Central Management/ Single sign-on, which requires
Presence servers additional LDAP configuration, to
be able to log on to Central
Management and/or Presence
Services using the windows
credentials.

Enable Tutorials Select this option to install help

with tutorials.
Leave this check box cleared to
install help without tutorials.
In either case, help is presented in
HTML and PDF formats.

Enable Click to Dial in Internet Select this option to enable Click-

Explorer to-Dial support in Internet Explorer.

Enable Click to Dial in Mozilla Select this option to enable Click-

Firefox to-Dial support in Firefox. This
option is displayed only if Firefox is
installed on your computer.

10. Select the appropriate options in one-X Agent Options page and click Next. This
displays the Video Information page.
11. To enable the video in Avaya one-X Agent , select the Enable Video check box in
the Video Information page. The Enable Video appears enabled only if correct
version of Polycom Video is installed and detected on your computer.
12. To proceed with Avaya one-X Agent installation, click Install. This will begin the
Avaya one-X Agent installation and the wizard displays a progress bar. After the

18 Installing and Configuring Avaya one-X® Agent November 2009

 Installing Avaya one-X Agent manually

installation is complete, the Completed the Avaya one-X Agent Setup Wizard page
is displayed.
13. To start Avaya one-X Agent immediately after you exit the wizard, select Launch
one-X Agent when setup exists on the Completed the Avaya one-X Agent Setup
Wizard page.
14. Click Finish on the Completed the Avaya one-X Agent Setup Wizard page. This
completes the Avaya one-X Agent manual installation.

Upgrading Avaya one-X Agent to Release 2.0

The Avaya one-X Agent installer automatically upgrades any of the following versions already
installed on your system to Release 2.0:
• Avaya one-X Agent Release 1.0
• Avaya one-X Agent Release 1.0, SP1
However, do not try to upgrade between build versions of the Release 2.0, as Avaya one-X
Agent installer does not support that and displays errors while logging in.

Migrating profiles after an upgrade

If the installer performs an upgrade during the installation, Avaya one-X Agent 2.0 displays a
message stating Would you like to migrate your configuration? when you log
on to Avaya one-X Agent for the first time.
Click Yes on the message window to migrate all your profiles from the earlier release (1.0 or
1.0, SP1) to the newly installed Avaya one-X Agent Release 2.0. All your profiles are migrated
to the appropriate location for Release 2.0.
There are certain exceptions when the migration of profiles does not take place:
Exceptions
The automatic migration does not happen if Release 1.0 was installed with Enable
sharing of one-X Agent configuration with other users on this machine option
enabled and if there are any shared profiles stored on your system.
To overcome this constraint, copy the Profiles directory from the following source to
destination location:
Source: C:\Documents and Settings\<your username>\Application Data
\Avaya\one-X Agent\1.0\
Destination: C:\Documents and Settings\<your username>\Application
Data\Avaya\one-X Agent\2.0\
Central Management is a new feature of Avaya one-X Agent 2.0. If you have enabled
Enable Central storage of profile information during your installation, profiles need
to be created in Central Management and then made available to you after you log on to

Installing and Configuring Avaya one-X® Agent November 2009 19

Installing Avaya one-X Agent

Avaya one-X Agent. Therefore you cannot use the profiles created in the Release 1.0 or
1.0, SP.

Installing Avaya one-X Agent silently

You can install Avaya one-X Agent through an automated package distribution tool that makes
use of the Microsoft Windows Installer service. The Avaya one-X Agent installer packages
contain the MSI Installer. To pass custom (user-defined) properties to the MSI installer, you
must extract the MSI installer image from the Avaya base package installers.
The silent installer runs the Avaya one-X Agent installation with the following features:
• H.323 protocol
• Avaya Video Telephony Solution
• Microsoft Internet Explorer
• Mozilla Firefox
• Polycom video
All options available in GUI install can be configured in the silent install. The msiexec utility
of the Windows installer can be used to install Avaya one-X Agent with the default options or
with specific options, as described in the following procedures.

1. Open the command prompt and navigate to the folder where you have copied the
Avaya one-X Agent installer.
2. To install Avaya one-X Agent with default options, run the following command from
the command prompt:

msiexec /i OneXAgentWISetup.msi /qn

3. To install Avaya one-X Agent with specific options, you must provide appropriate
property values for each option that you install through the command line. The
properties are described in the following table.

Property Description

INSTALLLOCATION Requires full path to the directory

where you want to install Avaya
one-X Agent.

USERNAME Sets the agent user name.

COMPANY NAME Sets the name of your company.

INSTALLTUTORIALS Installs help with or without

tutorials.

20 Installing and Configuring Avaya one-X® Agent November 2009

 Installing Avaya one-X Agent silently

Property Description
Set its value as 1 to install help with
tutorials.

ENABLECLICKTODIALIE Enables Click-to-Dial feature in

Internet Explorer.
Set its value as 1 to enable the
feature in Internet Explorer.

ENABLECLICKTODIALFF Enables Click-to-Dial feature in

Firefox.
Set its value as 1 to enable the
feature in Firefox.

ENABLEVIDEO Enables video in Avaya one-X

Agent.
Set its value as 1 to enable video.

LAUNCHAPPONEXIT Starts Avaya one-X Agent

immediately after installation.
Set its value as 1 to start Avaya
one-X Agent immediately after
installation.

USESINGLESIGNON Enables single sign-on (SSO) for

Avaya one-X Agent.
Set its value as 1 to allow users to
perform a single sign on.

ENABLECENTRALSTORAGE Enables central storage of agent

profiles and configuration. Agents
can make changes to their profiles
and configurations through the
Avaya one-X Agent UI. Set its
value as 1 to enable the central
storage of the configuration.

CENTRALMANAGEMENTURI Sets the storage path of the central

location where agent profiles and
configuration will be stored.
Set its value as https://
<host>/oneXAgentCM/
client/, where <host> is the IP
address of the Central
Management server.

Run the following command to install Avaya one-X Agent with specific options:

Installing and Configuring Avaya one-X® Agent November 2009 21

Installing Avaya one-X Agent

msiexec /i OneXAgentWISetup.msi /qn <property>=<property

value>

Note:
If you plan to install Avaya one-X Agent using a push mechanism, there are
several options to push the Polycom and Avaya one-X Agent MSI files to the
agent's computer. Once the file is copied to the agent's computer, you can use a
custom script to install the software on other agent computers. Please involve
your technical experts in this as Avaya does not support such an installation.

Customizing the install

Since Avaya provides an MSI file to install Avaya one-X Agent, it is easy to customize the
installation. There are several free tools that you can use to customize MSI. One of the free
tools available from Microsoft is Orca. Orca is freely distributed with the Windows SDK.

Installing the Polycom video software

Video is an optional feature for Avaya one-X Agent. If you intend to make and receive video
calls with Avaya one-X Agent, you must install the web camera and its driver on your personal
computer and install the Polycom video software. The video software is available with the
Avaya one-X Agent installation package. For information on video requirements, see Video
requirements.

1. Install your Web camera and its driver.

For detailed procedure to install the Polycom Video software, refer to the installation
guide provided with your Web camera.
2. Navigate to the directory containing the Polycom Video installer.
3. Double-click Polycom Video Setup.
4. Follow the on-screen instructions on the installation wizard to complete the setup.

Administration and configuration of Avaya one-X Agent

using XML
Administrators can use this information to configure Avaya one-X Agent for large number of
agents and in contact centers handling a variety of portfolios. This information helps to minimize

22 Installing and Configuring Avaya one-X® Agent November 2009

 Administration and configuration of Avaya one-X Agent using XML

the efforts of creating profiles individually and also optimizes the installation and configuration
for Avaya one-X Agent administrators.
Profile setting
A profile is a collection of pre-configured settings and preferences. Agents use profiles to load
the pre-configured settings, such as Home, Office, Sales, Support, and so on. A profile contains
configuration files that are stored locally inside a subdirectory of the main configuration.
Typically, the configuration files are located at: \Program Files\Avaya\Avaya one-X
Agent\<profile name>.
In the path, <profile name> represents the actual name given to the agent profile and same
appears as the directory name. If no profile exists, Avaya one-X Agent creates a default profile.
Preparing agent configuration
The configuration files are XML files saved inside the profile subdirectory at the location
described under Profile setting. Avaya provides XSD files that administrators can use to
configure Avaya one-X Agent. The following table shows the UI screen settings, their related
XML configuration files and the corresponding XSD.

System Settings Configuration XML Corresponding Remarks

(UI settings) XSD

System Settings controls

Login Settings.XML Settings.XSD

Phone Numbers Settings.XML Settings.XSD

Work Handling Settings.XML Settings.XSD

Greeting triggers AudioGreetins.XML Phone.XSD

VuStats Stored internally Phone.XSD

Screen Pop ScreenPops.XML ScreenPop.XSD

Launch Settings.XML Settings.XSD

Application

Directory Settings.XML Settings.XSD

ContactLog Settings.XML Settings.XSD Controls the

settings for
Contact Log.
ContactLog.
XML
contains the
data.

Voice Mail Settings.XML Settings.XSD

Integration

WorkReasonCodes.
Reason Codes XML ReasonCode.XSD

Installing and Configuring Avaya one-X® Agent November 2009 23

Installing Avaya one-X Agent

System Settings Configuration XML Corresponding Remarks

(UI settings) XSD

AuxReasonCodes.X
ML

LogoutReasonCode
s.XML

Event Logging Log4net.XML No XSD Apache

log4net
configuratio
n.

Outlook Settings.XML Settings.XSD

Contacts

Dialing Rules Settings.XML Settings.XSD

Touch Tone TouchToneShortcuts. Phone.XSD

Shortcuts xml

Profiles Profiles.XML Profiles.XSD Profiles.XML

stores the
selected
profile.

Agent Preferences settings

Audio Stored Internally Phone.XSD

Video Settings.XML Settings.XSD Some of the

settings are
stored
internally

Call Handling Settings.XML Settings.XSD

Agent Greetings AudioGreetings.XML Phone.XSD

Instant Settings.XML Settings.XSD

Messaging

Dialpad window
settings

Selected Feature SelectedPhoneFeatu Phone.XSD

Buttons res.xml

User Interface Preferences.XML Preferences.XSD

The aforementioned XSD files can be downloaded from http://support.avaya.com.

Controlling agent permissions
Administrators can set attributes to control agent permissions. Most UI settings have a
ReadOnly attribute. If ReadOnly is set to true, agents cannot change the settings for the

24 Installing and Configuring Avaya one-X® Agent November 2009

 Administration and configuration of Avaya one-X Agent using XML

corresponding field on the UI. ReadOnly attribute works hierarchically, which means the
attribute value set for parent applies to all its children elements. This provides granularity to
control agent permissions.
For example, as an administrator if you want to protect individual applications from Launch
Application, you can set ReadOnly attribute as true. This would still allow agents to add a new
launch applications. On the contrary, to prevent agents from adding any applications, set the
ReadOnly attribute to true for parent of all Launch Applications. This prevents agents from
adding Launch Application configuration.
Publishing the configuration to agent's computer
After creating the default XML files , administrator can modify the MSI package to include the
configuration files. Files should be added to the Application folder of the MSI. The Application
folder goes into the Installation folder when Avaya one-X Agent is installed (for example, C:
\Program Files\Avaya\OneXAgent). At this stage the MSI contains the default
Settings.XML.
When an agent logs into a profile and if any configuration file is missing in that profile, system
copies the required file from the Install directory to the profile. If the required file is not found
in the Install directory, the system creates a default empty configuration file as required.
Since Station login/Agent login and passwords in Settings.XML are unique for every agent,
their values must be cleared. If Avaya one-X Agent is installed on a system with IP Agent is
installed, Avaya one-X Agent can import Login Contacts/Contact Log settings. Dialing Rules
cannot be imported. This import happens after the settings files are copied from the Install
directory. The imported files replace the existing configuration files. Alternatively, these
configuration files are pulled into agent’s computer using Windows Roaming Profiles. Avaya
recommends using Windows Roaming profiles to deliver the configuration. This is a better
approach, if you plan to publish User Name/Passwords in Settings.XML. Contact Avaya
Support for encryption of passwords.

Installing and Configuring Avaya one-X® Agent November 2009 25

Installing Avaya one-X Agent

26 Installing and Configuring Avaya one-X® Agent November 2009

Chapter 5: Getting started

This section describes how to log on to Avaya one-X Agent Release 2.0. The procedure to log
on depends on the configuration of Avaya one-X Agent deployed in your network and the type
of authentication supported. The two types of authentication are described below.
Basic authentication
In basic authentication, your user credentials get authenticated against the servers, namely
Communication Manager, Central Management, and Presence Services, deployed in your
network. In case of an authentication failure on Central Management or Presence Services,
Avaya one-X Agent logs you on with the basic telephony features.
Single sign-on
In this type of authentication, you can log on to your enterprise network and Avaya one-X Agent
with the same user credentials. You do not need to provide separate user credentials to log on
to Avaya one-X Agent.
In this section, you will learn how to launch the Avaya one-X Agent application on your personal
computer, log in as an extension, and register as an agent.

Important:
To enable Single Sign-on, Central Management and Presence Services must be configured
for Avaya one-X Agent.

Logging on to Avaya one-X Agent

You must register your station with Communication Manager to configure your system
preferences, make and receive direct calls or to sign in as an agent. The system logs you in
automatically if you have enabled automatic registration in the System Settings panel.
If you have Avaya IP Agent or Avaya IP Soft phone already installed, your login credentials,
contact lists, and contact logs can be imported when you log in to Avaya one-X Agent for the
first time. Avaya one-X Agent shows an Import Settings from IP Agent/IP Softphone dialog box
when you log in for the first time. You can choose Import Login Settings, Import Call History,
and Import Contacts on the dialog box. Avaya one-X Agent detects the database file and
shows the path in the Database File field. Whatever you choose to import is displayed in the
relevant windows on Avaya one-X Agent. However, make sure you have logged out of Avaya IP
Agent or Avaya IP Soft phone while importing the relevant details.
Use the following steps to log on to Avaya one-X Agent. Before logging on to the application,
obtain the following user credentials from your system administrator:
• User authentication ID and password
• Extension and password

Installing and Configuring Avaya one-X® Agent November 2009 27

Getting started

• Agent Login ID and password

• IM user name and password

Note:
• If Presence Services are not installed, IM user name and password are not required.
• For installations without Central Management, all the above credentials except User
authentication ID and password are required.

1. Launch Avaya one-X Agent on your personal computer. This displays the User
Authentication window if you are not using Single sign on.
2. Enter your ID and password on the User Authentication window. This step is not
required if you are using Single sign on or if Central Management is not installed
as a part of server installations and you will directly see the Welcome window after
you launch Avaya one-X Agent.
The Welcome window may display a welcome message or an important instruction
configured through Central Management, provided Central Management is installed
as a server component.
You can complete the initial configuration using the Welcome window menu, when
you launch Avaya one-X Agent on your personal computer for the first time. The
initial task may include configuring your agent settings, defining your user profile,
or setting the dialing rules. To configure the basic settings, see Setting up the initial
configuration on page 31.
3. On the Welcome window, click OK. This displays the Login window.
• If you have enabled automatic registration settings in the System Settings
Login panel, the system logs you on to Avaya one-X Agent automatically.
• If you have not enabled automatic registration settings in the System
Settings Login panel, you need to enter your user credentials for each of
the subsequent login windows.
• If you have multiple user profiles, the system prompts you to choose an
appropriate profile from the Profile window. You must choose a profile to
proceed.
4. On the Login window:
a. In the Extension field, enter the telephone extension number.
b. In the Password field, enter the password.
c. Click Log in. This shows the Agent Sign In to ACD window.
5. To make and receive ACD calls, you must log on to the ACD server using the agent
extension. On the Agent Sign In to ACD window:

28 Installing and Configuring Avaya one-X® Agent November 2009

 Logging on to Avaya one-X Agent

a. Enter the agent login ID in Agent field.

b. Enter the password in the Password field.
c. Click Log in. This shows the Connect to IM Server window. Connect to IM
Server window is not displayed if Presence is not a part of your deployment. In
such case you are directly logged on to Avaya one-X Agent after this step.
6. On the Connect to IM Server window:
a. Enter your IM user name in User Name field.
b. Enter the password in the Password field.
c. Enter the IM server domain name in the Domain field.
d. Click Log in. This launches the application and logs you on to Avaya one-X
Agent.

Note:
The respective details appear as you log on to Avaya one-X Agent.
If you have logged into Avaya IP Soft Phone, a warning message is displayed.
You need to log out to be able to import contact logs into Avaya one-X Agent.

Installing and Configuring Avaya one-X® Agent November 2009 29

Getting started

30 Installing and Configuring Avaya one-X® Agent November 2009

Chapter 6: Setting up the initial
configuration

If you are an agent working from multiple locations and not an Avaya Central Management
provisioned user (from the contact center, from your home, or from a different location), you
must change your settings each time you change locations. This section describes how to
configure various settings after logging in to Avaya one-X Agent.

Important:
You may not have permission to change, add, delete, or configure some of the features in
the application as these features may be have been restricted at the enterprise level. These
restricted features are visible, but grayed out.

Configuring phones for different locations

You can perform day-to-day tasks from the contact center, at home, or while traveling by
registering Avaya one-X Agent with Communication Manager.
You can select an appropriate configuration that optimizes the voice endpoints and network
connectivity requirements of your current location. You need not change the configuration, as
long as you do not access the contact center from any other location. However, if you work
from multiple locations (from the contact center, from your home, or from a different location),
you must configure Communication Manager IP on Avaya one-X Agent to connect to the
correct Communication Manager each time that you change locations.
Avaya one-X Agent offers several options to register with the Communication Manager.
Depending on your location, telephone set, and network, you can place and receive calls using:
• My Computer
• Desk Phone
• Another Phone
This section lists the minimum requirements and provides steps to set up each configuration. If
you are not sure about the configuration type, contact your system administrator.

Setting up the My Computer configuration

The My Computer configuration uses an IP connection to connect to Communication Manager
for data path and VoIP for voice path. The configuration does not use an analog or an IP
telephone, which, obviously, is valuable when a physical telephone is not available. You can

Installing and Configuring Avaya one-X® Agent November 2009 31

Setting up the initial configuration

make or receive voice calls through Avaya one-X Agent using a headset connected to your
personal computer.
The My Computer setting provides the best IP audio quality that is possible with your
connection speed, personal computer performance, and network setup.

Prerequisites

• Network connection from a personal computer running the Avaya one-X Agent
application to Communication Manager.
• Network interface card for connectivity to Communication Manager and a sound card
(full-duplex recommended).
• An USB-compliant headset connected to the personal computer (recommended), or
a personal computer microphone and speakers, or a headset with a microphone
connected to the mini connectors.
• Telephone extension number, password, and Communication Manager address.

Use the My Computer configuration when you are traveling and need to access
Communication Manager through the Internet. You can configure the My Computer setting for
VoIP either through the Login window or through the System Settings dialog box.

1. On the top bar, click System Options > System Settings .

2. In the System Settings dialog box, Login panel is displayed by default with the
Telephony tab.
3. In the Telephony tab:
a. Select the Enable automatic connection to CM option if you want the system
to connect to Communication Manager automatically using the last successful
registration.
b. In the Extension field, specify the telephone extension number if you want
Communication Manager to identify your telephone extension number each
time you log in to the system.
c. In the Password field, specify the password for the associated telephone
extension number.
d. Select Save password during sign in if you want the system to save the
password when you are signing in with the associated extension number.
e. If the extension has been administered on Communication Manager to support
Auto Answer, select the CM Auto Answer Support Required option.
f. In the Server Address field, enter the IP address of Communication Manager.
g. Select the appropriate License Type.

32 Installing and Configuring Avaya one-X® Agent November 2009

 Configuring phones for different locations

The Basic license supports only Desk Phone as the device to place and
receive calls. Therefore, to set Place and receive calls using field as My
Computer, make sure that your License Type selection is not set to Basic.
h. In the Place and receive calls using drop-down field, select My Computer.
4. Click OK.
The system applies the new changes in the next login.

Setting up the Desk Phone configuration

The Desk Phone configuration uses an Avaya IP/DCP telephone for voice path and an Avaya
one-X Agent to share control of the same administered station using the same button layout
and features. You access audio components from your office phone and visual components
from your personal computer.

Prerequisites

• Network connection from a personal computer running the Avaya one-X Agent
application to Communication Manager.
• Avaya DCP or IP telephones capable of receiving calls from Communication Manager.
• Network interface card for connectivity to Communication Manager.
• Desk phone extension number, password, and Communication Manager server
address.

Use the Desk Phone configuration when you are at the contact center and want to share the
control between the office telephone and your personal computer. While registering as a Desk
Phone with Communication Manager, you must register the desk phone number as the
extension number. You can configure the Desk Phone setting either through the Login window
or through the System Settings dialog box.

1. On the top bar, click System Options > System Settings .

2. In the System Setting dialog box, click Login.
3. In the Telephony tab:
a. Select the Enable automatic connection to Communication Manager option
if you want the system to connect to Communication Manager automatically
using the last successful registration.
b. In the Extension field, specify the desktop extension number if you want
Communication Manager to identify your telephone extension number each
time you log in to the system.
c. In the Password field, specify the password for the associated desktop
extension number.

Installing and Configuring Avaya one-X® Agent November 2009 33

Setting up the initial configuration

d. Select Save password during sign in if you want the system to save the
password when you are signing in with the associated extension number.
e. If the extension has been administered on Communication Manager, select the
CM Auto Answer Support Required option.
f. Select the appropriate License Type. If you select Basic, the Place and
receive calls using field is set to Desk Phone and is disabled.
The Basic license supports only Desk Phone as the device to place and
receive calls. If you select Basic as the License type, the Place and receive
calls using field is set to Desk Phone by default and is disabled.
g. In the Place and receive calls using drop-down field, choose Desk Phone.
4. Click OK.
The system applies the new changes in the next login.

Setting up the Other Phone configuration

The Another Phone configuration registers with Communication Manager as an off-site agent
through a telephone and an IP connection. The telephone can be a PSTN telephone, a cellular
telephone, or an extension on a local or remote switch. The Another Phone configuration uses
an IP connection to connect to a Communication Manager and a PSTN connection to make
or receive calls.

Prerequisites

• Network connection from a desktop computer running Avaya one-X Agent to

Communication Manager.
• Any telephone capable of receiving calls from Communication Manager.
• Communication Manager connection, one user connection for signaling connection
and the other for off-site use, one trunk connection, or for on-site use, an additional
user connection.
• Telephone extension number, password, and the Communication Manager server
address.
• Telephone numbers to be configured as Other Phone must be added on the Phone
Numbers panel. Refer Adding a new phone number for information on adding phone
numbers.

Use the Another Phone configuration when you are telecommuting and want to use Avaya
one-X Agent from a remote location with a PSTN telephone connected to a Communication
Manager directly. You can configure the Other Phone setting either through the Login window or
through the System Settings dialog box.

34 Installing and Configuring Avaya one-X® Agent November 2009

 Configuring the agent settings

1. On the top bar, click System Options > System Settings .

2. In the System Settings dialog box, click Login.
3. In the Telephony tab:
a. Select the Enable automatic connection to Communication Manager option
if you want the system to connect to Communication Manager automatically
using the last successful registration.
b. In the Extension field, specify the telephone extension number if you want
Communication Manager to identify your telephone extension number each
time you log in to the system.
c. In the Password field, specify the password for the associated telephone
extension number.
d. Select Save password during sign in if you want the system to save the
password when you are signing in with the associated extension number.
e. If the extension has been administered on Communication Manager, select the
CM Auto Answer Support Required option.
f. In the Server Address field, enter the IP address of Communication Manager.
g. Select the appropriate License Type.
The Basic license supports only Desk Phone as the device to place and
receive calls. Therefore, to set Place and receive calls using field as Other
Phone, make sure that your License Type selection is not set to Basic.
h. In the Place and receive calls using drop-down field, select Other Phone.
i. In the Telephone At field, enter the telephone number you want to use for voice
calls.
If you are using a telephone number repeatedly, such as a home telephone
number, you must add another number.
4. click OK to save the settings.
The system applies the new changes in the next login.

Configuring the agent settings

Prerequisites

Obtain the agent extension number and password from your system administrator.

1. On the top bar, click System Options > System Settings .

2. In the Login Settings dialog box, click the Agent tab.

Installing and Configuring Avaya one-X® Agent November 2009 35

Setting up the initial configuration

3. In the Agent tab:

a. Select the Automatically sign into the ACD server to register the agent
extension with the ACD server automatically with the previous successful
registration through Communication Manager.
b. In the Agent field, specify the agent extension number if you want the ACD
service to identify your agent extension number each time you log in to the
system.
c. In the Password field, specify the password for the agent extension number.
d. Select Save password during sign in if you want the system to save the
password when you are signing in as an agent with the associated agent
extension number.
e. In the Default Agent state upon ACD connection drop-down field, choose
the appropriate option.
4. Click OK.

Configuring IM settings
Prerequisites
Obtain your IM user name and password, domain name, and IM server IP address from your
supervisor or system administrator before you configure IM settings.

1. On the top bar, click System Options > System settings .

2. On System Settings dialog box, click Login > IM tab.
3. On IM tab, select Enable IM Login check box to enable instant messaging. Once
you have selected this check box, you need to provide the user credentials required
to log on to Avaya Presence Services.
4. Select Enable automatic connection to IM server check box to if you want to
automatically connect to IM server with the last successful registration. This step is
optional.
5. Enter the IM user ID, password, and domain name in User Name, Password, and
Domain fields respectively.
6. Select Save password during sign in check box if you want to save the credentials
for subsequent log in.
7. Enter the IM server IP address in Server Address field.
8. Click OK.

36 Installing and Configuring Avaya one-X® Agent November 2009

 Setting up the dialing rules

Setting up the dialing rules

The dialing rules depend on the country and location of your Communication Manager. The
dialing rules help the system to distinguish extensions from trunk calls, based on the length of
the dialing string. It ensures that the system uses the right Automatic Route Selection (ARS)
code, and if needed, modifies the digits in keeping with Communication Manager and the PSTN
requirements.
Use dialing rules when you want the system to dial the correct digit sequence to register the
settings with your Communication Manager.

Tip:
For traveling agents visiting a different location and needing to register with a different
Communication Manager, Avaya recommends defining a user profile with appropriate
dialing rules for that location and using a login with the corresponding profile so that the
dialing rules for the system do not change.

Note:
You must change the dialing rules each time you register the telephone settings with a
different Communication Manager.
Use the following steps if you are a travelling agent using Avaya one-X Agent from a different
location, and want to register the settings with a different Communication Manager.

1. On the top bar, click System Options > System Settings .

2. In the System Settings dialog box, click Dialing Rules.
3. In the Dialing Rules panel:
a. In the Number to dial to access outside line field, specify the number required
to dial to access your outside line.
You may have to dial '0' or '9' (or another number) to get an external line.
b. In the Your Country Code field, specify the country code of your
Communication Manager. For example, type 1 if you are accessing your
Communication Manager from the United States.

Note:
In the context of the Communication Manager, the country code is called as
the ARS access code.

c. In the Your Area/City Code field, type the area or city code of your
Communication Manager. For example, type 415 if you are accessing the
Communication Manager located at San Francisco.
d. In the Number to dial for long distance calls field, type the long distance
prefix number of your Communication Manager.

Installing and Configuring Avaya one-X® Agent November 2009 37

Setting up the initial configuration

e. In the Number to dial for international calls field, type the international prefix.
f. In the Length for internal extension calls field, type the length of the internal
extension calls. For example, if your internal extensions consist of five digits,
enter 5. If you specify the multiple extension lengths, Avaya one-X Agent
performs the exact matches.
When you assign the length of the internal extension number, Avaya one-X
Agent treats the dialed number consisting of the selected number of digits as
an internal extension.
Your Communication Manager may have multiple length extension numbers,
for example, if your company supports internal three-digit, five-digit, and seven-
digit extensions, type 3,5,7. You must use a comma to separate the values.
g. In the Length of national phone numbers including City/Area code field,
type the length of the number for internal extension calls. This number should
also include the code used to identify a city or an area.
h. Select Include area/city code when making a local call, if area code should
be prefixed with a number when making a local call. For example, if you dial a
telephone number, the system prefixes the area code number defined in the
Your Area/City Code field and dials the telephone number.
i. Select Display confirmation window before dialing a number, for
confirmation before dialing.
4. Click OK to save the settings.

Configuring the Work Handling options

Prerequisites
To be able to specify Aux Codes during the Transition to Ready state interval, Aux. Codes
must be defined prior to following this procedure.

Use the Work Handling options to configure the incoming work items, to use Communication
Manager settings to change the agent status (if administered), to define the agent's transition
state after releasing the call, and to set the work completion options.

1. On the top bar, click System Options > System Settings .

2. In the System Settings dialog box, click Work Handling. This displays the Work
Handling panel with Basic and Advanced tabs.
3. On the Basic tab:

38 Installing and Configuring Avaya one-X® Agent November 2009

 Configuring the incoming call appearance

a. In the Work Completion for ACD calls section, define the work completion
mode, as appropriate.
b. In the Transitions to Ready State section, define the agent's transition state
after releasing the call.
The With Aux Code option gets enabled if you select the Manual-Ready
option.
4. On the Advanced tab tab:
a. In the Work Items section, select the appropriate option to accept incoming
work items.
Auto-Accept automatically accepts calls; however, this is not related to CM
Auto Answer Support Required option on the Login window but provides the
same functionality on the client side.
b. In the Communication Manager Ready mode section, select Auto In if you
want Communication Manager to do the work handling, so that all work items
get auto-completed. Selecting Auto In disables most Work Handling panel
settings. If Manual In is selected, agent controls the work handling.
5. Click OK to save the settings.

Configuring the incoming call appearance

Use the following steps to set the incoming call notifications to display the main window, or to
flash the icon on the task bar when the system recognizes an incoming call.

1. On the top bar, click System Options > Agent Preferences .

2. In the Agent Preferences dialog box, click Call Handling.
3. In the Call Handling panel, use any of the following options:
• Select Consultive Transfer to consult the caller before transferring the
call.
• Select Consultive Conference to consult the second caller before adding
the first caller to the conference.
• Select Auto-Hold to automatically put the call on hold before transferring
or conferencing the call.

Installing and Configuring Avaya one-X® Agent November 2009 39

Setting up the initial configuration

• Select Bring main window to front if you want the system to bring the
main window to the foreground and activate the window for a ringing call.
• Select Flash icon if you want to view the call flashing in the task bar when
the system recognizes a ringing call.
4. Click OK to save the settings.

Configuring incoming instant message appearance

Use these settings to define how you want to be notified about an incoming instant message.
You can also specify messages to be sent automatically as greetings when you begin IM
interaction or as responses when receive to an instant message. The messages set using the
this procedure are available through the Add Response button on the IM window.

1. On the top bar, click System Options > Agent Preferences . This opens the Agent
Preferences dialog box.
2. On the Agent Preferences dialog box, select Instant Messaging. This displays the
Instant Messaging panel with General, Alerts, and Responses tabs.
3. On the General tab, enter your automated IM greetings in the Greeting field.
4. On the Alerts tab, select the following options:
a. Select the Display main window check box if you want the system to display
main Avaya one-X Agent window on the foreground for an incoming message.
b. Select the Display IM window check box if you want the system to display the
incoming message directly in an IM window.
c. Select the Flash icon check box if you want the system to flash the one-X Agent
icon to flash on the task bar for an incoming message.
5. On the Responses tab, set your automated IM response using the following steps.
You can record multiple responses and use them anytime during your IM interaction.
a. Click the + (plus) button to add a response.
b. Select the response and add the text for you automated IM response.
c. Repeat steps a and b to add more IM responses.
d. To user the IM responses, click the Add response button on the IM window
and select the IM response and press Enter.
6. Click OK on the Instant Messaging panel to save your settings.

40 Installing and Configuring Avaya one-X® Agent November 2009

 Configuring incoming TTY appearance

Configuring incoming TTY appearance

Use this procedure to define how an incoming TTY call must be displayed. You can also set
an automated response to the incoming TTY message and specify numbers for which the TTY
message window should be displayed.

1. On the top bar, click System Options > Agent Preferences . This opens the Agent
Preferences dialog box.
2. On the Agent Preferences dialog box, select TTY. This displays the TTY panel with
General and Abbreviations tabs.
3. On the General tab panel, perform the following steps:
a. Enter your agent greeting in the Greeting text box.
b. To display TTY window on every incoming voice call, select Show TTY window
on every voice call check box.
c. To display TTY window for specific incoming voice calls, select Show TTY
window when a call comes from check box and then specify the TTY
numbers.
d. Perform this step if you have selected the Show TTY window when a call
comes from check box. Click the + (plus) button. This adds a blank text item.
e. Select the blank text item and type the number for which you want the TTY
whindow to be displayed.
f. To display the TTY window for every voice work item on the work list window,
select Always show TTY button in Voice interaction.
4. On the Abbreviations tab, perform the following steps:
a. To view the preset TTY abbreviations, select any abbreviation in the list. The
abbreviation details are displayed in the Meaning, Literal Meaning, and
Description fields.
b. To add a new abbreviation, click the + button. This adds an untitled abbreviation
to the list.
c. Select the untitled abbreviation and enter the abbreviation.
d. Enter a short explanation in the Meaning field.
e. Enter the expansion in the Literal Meaning field.
f. Use the Description field to add additional description or information on the
abbreviation.
The abbreviations are displayed in rectangular boxes on the TTY window. To view
the abbreviation details, you must click the abbreviation box on the TTY window.
The details are displayed in a popup box on the TTY window. The recipient can also

Installing and Configuring Avaya one-X® Agent November 2009 41

Setting up the initial configuration

view the same details if the same abbreviation and details are configured through
the recipient's Avaya one-X Agent.
5. Click OK to save the settings.

Setting the audio options

Use the following steps to set the auto options to adjust the audio volume for playback,
recording, and incoming calls. You can also set the system to play ring tone through the
personal computer speaker and select a ringtone for an incoming call.

1. On the top bar, click System Options > Agent Preferences .

2. In the Agent Preferences dialog box, click Audio.
This displays the Audio panel with Basic and Advanced tabs. The Basic tab is
active by default.
3. On the Basic tab, perform the following steps in the Volume section to set the basic
audio settings. The steps are optional and you can skip to the required step.
a. Adjust the Playback slider to set the volume for all sound output through your
computer speakers or headphones.
b. Adjust the Record slider to set the recording volume of all sound transmitted
through a microphone to your personal computer.
c. Select the Mute check box adjacent to the Record slider to eliminate any sound
being sent to your personal computer through the microphone.
These settings will not affect the headset volume if the headset is attached to
a telephone rather than the personal computer.
d. Adjust the Ringing slider to set the volume of the sound played through your
speakers or headset when you receive an incoming call.
e. Select the Mute check box adjacent to Ringing slider to eliminate any sound
that indicates an incoming call.
f. Select Play ringing through the internal PC speakers to play the sound
associated with an incoming call through the speakers of your personal
computer and your headset simultaneously.
If your personal computer does not have an internal speaker, this option has no
effect.
g. Select Use Custom ringtone to play the a custom ringtone (a Wave file)
through the speaker or headset when you receive an incoming call. The wave
file is played from the specified location.

42 Installing and Configuring Avaya one-X® Agent November 2009

 Defining an agent profile

When you select Use Custom ringtone, a Browse field and Test Ringtone
button are displayed below . Use the browse field to locate the wave file and
click Test Ringtone to test the wave file.
Refer the Audio Basic tab field descriptions for more information.
4. On the Advanced tab, perform the following steps in the Audio Devices section to
set the advanced audio settings:
a. Select the audio play back hardware on your local system from the Playback
Device list.
b. Select the audio recording hardware on your local system from the Record
Device list.
c. To be able to test the background noise, click Background Noise Test.
This opens a Background Noise Test window. Click the Test button on that to
test the background noise.
Refer the Audio Advanced tab field descriptions for more information.
5. Click OK to save the audio settings.

Defining an agent profile

Defining an agent profile from Avaya one-X Agent client interface is only possible for
deployments without Central Management. With the given procedure, you can create a local
agent profile.
A profile is a collection of pre-configured settings and preferences. Using profiles, agents can
switch configurations (For example, agents can create profiles for different settings such as
home, Office, Sales, Support and use them as needed) reusing the same Avaya one-X Agent
installation. For example, you can create an agent profile for the My Computer configuration
and use the profile with the appropriate VoIP network. You can also create another agent profile
from the Desk Phone configuration and use it as appropriate.

1. Make necessary changes using the System Settings and Agent Preferences
options.
2. On the top bar, click System Options > System Settings .
3. In the System Settings dialog box, click Profiles.
4. In the Profiles panel:
a. Click Add.
The system displays the Create Profile dialog box.
b. In the Profile Name field, enter the name for the profile and click OK.

Installing and Configuring Avaya one-X® Agent November 2009 43

Setting up the initial configuration

The new profile appears in the Profile list.

5. Click OK.
The system creates a new profile and stores it locally in your personal computer.
When you restart the application, the application resets the last used profile as the
default profile, however allows you to choose the required profile from the list. This is
provided you have created multiple profiles. If you have a solitary profile, you do not
get to choose a profile at the launch of the application. You must select the
appropriate profile to at the launch of Avaya one-X Agent on your personal
computer.
You can change the settings in the configuration parameters for the new profile in
the next login.

Integrating the voice mail system

Avaya one-X Agent provides voice mail support for registered extensions in a voice mail
system. You can integrate the voice mail system with a telephone system, a third party voice
mail application, or a web-based voice mail server, and retrieve your voice mail from one of
the voice mail services.

Important:
The voice mail service is available only for those extensions registered with a voice mail
system. If voice mail settings are not available on your extension, contact the system
administrator.

1. On the top bar, click System Options > System Settings .

2. In the left pane of the System Settings dialog box, click Voice mail Integration.
3. In the Voice Mail Integration panel, click Enable Message Access.
4. To integrate voice mail service, perform one of the following actions as appropriate:
• To integrate voice mail services with a telephone, select Dial this number
and specify the voice mail number in the field.
• To integrate voice mail services through a third-party voice mail application,
select Start this application and click Browse to navigate a windows
executable file.
• To integrate voice mail with a third-party web server, select Open on web
and type a valid web address in the field.
5. Click OK.

44 Installing and Configuring Avaya one-X® Agent November 2009

 Activating a recorded greeting

Activating a recorded greeting

You must activate the Record Greetings option for the system to play the greeting. You can
have more than one active greeting at the same time.
For example, you can set multiple greetings to be active if each greeting has a unique Vector
Directory Number (VDN) as the activation criterion. This is also true for Agent Greetings that
play for specific Automatic Number Identification (ANI) telephone numbers or Prompted Digits.
If two recorded greetings meet the same criteria that make them eligible for a single call, Avaya
one-X Agent chooses the first one on the search list.

Prerequisites
You must have at least one greeting recorded to be able to activate a recorded greeting.

1. On the top bar, click System Options > System Settings .

2. In the System Settings dialog box, select Greetings Triggers.
The system displays the Greetings Triggers panel.
3. In the Greetings Triggers list, select a greeting.
4. Click OK.
You can manually play the selected greeting on the incoming call.

Defining a reason code

Reason code is a way to associate a particular number to a label for an agent's reason for not
being at the workstation or for not accepting an ACD call. These reason codes, if defined in
Communication Manager, appear on the message window when an agent changes the work
status to auxiliary or logs out from the ACD service. By default, the system creates a default
reason code each for auxiliary, logout and work reason code types. You can change the default
reason codes, but cannot delete them.

Important:
The system administrator must define a common set of reason codes and manage it
centrally. The administrator can distribute these reason code files to all agents by pushing
the configuration to agent's system. Moreover, if your deployment is using Central
Management, the administrator must upload a CSV file and universally assign common
reason codes across the account or skill.

Installing and Configuring Avaya one-X® Agent November 2009 45

Setting up the initial configuration

Defining reason codes for work

Work codes are codes that you assign to a work item in the Work List window. You must define
the work code to use them in the Work List window.

1. On the top bar, click System Options > System Settings .

2. In the left pane of the System Settings dialog box, click Reason Codes. This opens
the Reason Codes panel on the right.
3. From the Select menu to edit list, select Work Reason Codes. A default and
untitled reason code item is displayed under a root node in the container below
Select menu to edit list.
You can add a singular work reason code or create a group and add a set of work
reason codes in that group. Reason codes having similar or related characteristics
are organized together in one group. Make sure that the labels given to the group
are easy to understand the group activity.
4. To add a group, perform the following steps:
a. Click the Add Reason Group button at the bottom of the Reason Codes panel.
This adds an untitled group node in the container below Select menu to edit
list.
b. Select the untitled node and type the group name. The group node gets labeled
with the name you type.
c. Follow step 5 to add reason codes to the group.
5. To add a solitary reason code, perform the following steps:
a. Select the node under which you want to add a reason code. This node may
be the root node or a group node.
b. Click the Add Reason Code button. This adds an untitled reason code item
under the selected node.
c. Select the untitled reason code item and rename it. The reason code name
replaces the default name of the reason code item.
d. Repeat step 5 to add as many singular reason codes you want to.
6. Click OK to save your settings.
Work codes created using the above procedure are displayed when you click the
Work Code icon on an active call on the Work List window. You can choose the
appropriate code to assign during the active call. If you have not created any work
code, the Work Code icon remains disabled during an active call.

46 Installing and Configuring Avaya one-X® Agent November 2009

 Defining a reason code

Note:
If Central Management is used, reason codes can be defined only from Central
Management. You will not be able to edit from Avaya one-X Agent application.

Defining reason codes for logging out

The log out reason code describes the reason for logging out from the ACD service. You can
use the log out reason code only if you have defined reason codes in the System Settings
dialog box.

1. On the top bar, click System Options > System Settings .

2. In the left pane of the System Settings dialog box, click Reason Codes. This opens
the Reason Codes panel on the right.
3. From the Select menu to edit list, select Log Out Reason Codes. A default and
untitled reason code item is displayed under a root node in the container below
Select menu to edit list.
You can add a singular log out reason code or create a group and add a set of log
out reason codes in that group. Reason codes having similar or related
characteristics are organized together in one group. Make sure that the labels given
to the group are easy to understand the group activity.
4. To add a group, perform the following steps:
a. Click the Add Reason Group button at the bottom of the Reason Codes panel.
This adds an untitled group node in the container below Select menu to edit
list.
b. Select the untitled node and type the group name. The group node gets labeled
with the name you type.
c. Follow step 5 to add reason codes to the group.
5. To add a solitary reason code, perform the following steps:
a. Select the node under which you want to add a reason code. This node may
be the root node or a group node.
b. Click the Add Reason Code button. This adds an untitled reason code item
under the selected node.
c. Select the untitled reason code item and rename it. The reason code name
replaces the default name of the reason code item.
d. Repeat step 5 to add as many singular reason codes you want to.
6. Click OK to save your settings.

Installing and Configuring Avaya one-X® Agent November 2009 47

Setting up the initial configuration

The system displays the newly created log out reason code in the Log Out list of
the Change Agent State drop-down list.

Defining reason codes for auxiliary

The auxiliary reason code describes the reason for changing your state to the AUX mode. You
can use the auxiliary reason code only if you have defined the reason codes in the System
Settings window.
Use the following steps to define the auxiliary reason codes and to associate them with the
numeric reason codes supported in Communication Manager.

1. On the top bar, click System Options > System Settings .

2. In the left pane of the System Settings dialog box, click Reason Codes. This opens
the Reason Codes panel on the right.
3. From the Select menu to edit list, select Aux Reason Codes. A default and untitled
reason code item is displayed under a root node in the container below Select
menu to edit list.
You can add a singular auxiliary reason code or create a group and add a set of
auxiliary reason codes in that group. Reason codes having similar or related
characteristics are organized together in one group. Make sure that the labels given
to the group are easy to understand the group activity.
4. To add a group, perform the following steps:
a. Click the Add Reason Group button at the bottom of the Reason Codes panel.
This adds an untitled group node in the container below Select menu to edit
list.
b. Select the untitled node and type the group name. The group node gets labeled
with the name you type.
c. Follow step 5 to add reason codes to the group.
5. To add a solitary reason code, perform the following steps:
a. Select the node under which you want to add a reason code. This node may
be the root node or a group node.
b. Click the Add Reason Code button. This adds an untitled reason code item
under the selected node.
c. Select the untitled reason code item and rename it. The reason code name
replaces the default name of the reason code item.
d. Repeat step 5 to add as many singular reason codes you want to.
6. Click OK to save your settings.

48 Installing and Configuring Avaya one-X® Agent November 2009

 Viewing the phone display on the main window

The system displays the newly created auxiliary reason code in the Auxiliary list
of the Change Agent State drop-down list.

Viewing the phone display on the main window

Avaya one-X Agent allows you to view a 40-character display at the bottom of the Work List
window from Communication Manager. You can view both call-related and non-call-related
information including call-prompting digits, VuStats data, and the local date and time display
from the ACD server.

Note:
Only those telephone types that are capable of displaying 80 characters are compatible with
this feature.

1. On the top bar, click System Options > Agent Preferences > User Interface .
2. In the User Interface panel enable the Show Phone Display option.
3. Click OK.

Setting the toolbar buttons on the main window

Avaya one-X Agent allows you to set the toolbar buttons on the main window. These buttons
provide quick-access to options including releasing a call, changing the answer settings to
manual or auto, changing the agent status to ready or auxiliary, making a call to the supervisor
directly, assigning a work code to the work item, and dialing the last called number.

1. On the top bar, click System Options > Agent Preferences > User Interface .
2. In the User Interface panel:
a. Enable the Display Button Toolbar option.
b. Click Select Favorite Buttons.
c. In the Favorite Buttons dialog box, select the appropriate buttons.
You can select up to eight buttons from the list.
3. Click OK.

Installing and Configuring Avaya one-X® Agent November 2009 49

Setting up the initial configuration

50 Installing and Configuring Avaya one-X® Agent November 2009

Chapter 7: Repairing Avaya one-X Agent

If Avaya one-X Agent is not functioning properly, you can use the Repair function to reinstall
it. If you repair an Avaya one-X Agent application, you must also repair any service release
that has been installed.

Note:
If you are experiencing difficulties at the time of installing Avaya one-X Agent, capture the
event and error logs and send them to your system administrator. For detailed information
on logs and debugging, see Maintaining and Troubleshooting Avaya one-X Agent .

1. In Windows Control Panel, select Add or Remove Programs.

2. In the list of currently installed programs, locate the Avaya one-X Agent application
you want to repair.
3. Click the Click here for support information link to display the Support Info dialog
box.
4. Click Repair.
The system reinstalls the program.

Tip:
Alternatively, you can run the installation again. The installer prompts you with
Repair and Remove options. You can select Repair to repair the installation.

Installing and Configuring Avaya one-X® Agent November 2009 51

Repairing Avaya one-X Agent

52 Installing and Configuring Avaya one-X® Agent November 2009

Chapter 8: Removing the Avaya one-X
Agent application

You can remove Avaya one-X Agent using both manual and silent modes.

Note:
You cannot remove the read-only folders that are shared with other applications, or remove
any files or directories that you have added to the Avaya one-X Agent installation directory.

Removing Avaya one-X Agent in manual mode

1. Close Avaya one-X Agent if it is currently running.

2. In the Windows Control Panel, select Add or Remove Programs.
3. Select Avaya One-X Agent and choose Change, Remove, or Uninstall
(Windows Vista).
During the removal process, the Microsoft installer may display a message to shut
down an application that is running. You can shut down the specified application,
or ignore the message and continue with the removal.

Tip:
Alternatively, you can run the installation again. The installer prompts you with
Repair and Remove options. You can select Remove to uninstall the application.

Installing and Configuring Avaya one-X® Agent November 2009 53

Removing the Avaya one-X Agent application

54 Installing and Configuring Avaya one-X® Agent November 2009

Chapter 9: Removing existing software

If you are using the Avaya softphones with video, and if you plan to use Avaya one-X Agent
with video, then you must remove the following Avaya software from your personal computer
before installing Avaya one-X Agent:
• Avaya IP Softphone
• Polycom Via Video

Note:
If you are not using the Avaya softphones with video on your personal computer, you can
skip this section.
Prerequisites
Before removing the Avaya IP Softphone software, record the following information. You will
need this information when you install Avaya one-X Agent:
• Your IP Softphone call server address
• Your IP Softphone login
• The password for your extension

1. In Windows Control Panel, select Add or Remove Programs.

2. Follow the standard process for removing programs from Windows.

Installing and Configuring Avaya one-X® Agent November 2009 55

Removing existing software

56 Installing and Configuring Avaya one-X® Agent November 2009

 Index

A initial configuration ......................................................31

installation overview .....................................................5
administration using XML ...........................................23 installing
agent greetings polycom video ......................................................22
activating ..............................................................45 installing Avaya one-X Agent
steps ....................................................................45 silent mode ...........................................................20
enabling ...............................................................45 installing manually ......................................................17
agent profile ................................................................43 introduction ...................................................................5
agent settings .............................................................35
another phone settings ...............................................34
architecture overview ...................................................6
L
launching one-X Agent ...............................................27
C legal notices .................................................................2
logging from a Desk Phone ........................................33
call handling ..........................................................39, 42
logging from a personal computer ..............................32
checklist ......................................................................13
configuration using XML .............................................23
configuring M
incoming TTY appearance ...................................41
configuring IM settings ...............................................36 manual installation ......................................................17
configuring incoming message appearance ...............40 message appearance settings ...................................40
configuring the agent settings ....................................35 migrate profiles ...........................................................19
customizing the installation ........................................22 migration failed ...........................................................19
my computer setting ...................................................32
D
defining agent profile ..................................................43 N
defining incoming call appearance .......................39, 42
network connection .....................................................11
defining reason code
notices, legal ................................................................2
auxiliary reason code ...........................................48
log out reason code .............................................47
defining TTY display ...................................................41 O
defining work codes
work code .............................................................46 one-X Agent registration .......................................33, 34
defining work handling options ...................................38 overview .......................................................................5
desk phone login ........................................................33
dialing rules ................................................................37 P
display button toolbar .................................................49
phone display .............................................................49
F phone settings ............................................................31

features based on configuration ...................................8

R
G reason codes ..............................................................46
getting started .............................................................27 registering with Communication Manager ............32, 33
registration ..................................................................31
I removing .....................................................................53
in interactive mode ...............................................53
IM settings ..................................................................36 removing existing software .........................................55

Installing and Configuring Avaya one-X® Agent November 2009 57

Index

repairing .....................................................................51 toolbar buttons ............................................................49

requirements
AVTS ......................................................................7
communication manager .......................................7 U
enterprise ...............................................................7 upgrade version ..........................................................19
hardware ................................................................8 upgrading Avaya one-X Agent ...................................19
license ..................................................................12
software .................................................................7
video ....................................................................10 V
voice mail
S integrating ............................................................44
setting up the dialing rules ..........................................37
standard installation ...................................................17 W
starting one-X agent application .................................27
wizard-based installation ............................................17
work handling .............................................................38
T
telephony setting ........................................................31 X
toolbar
configuring ...........................................................49 XML administration .....................................................23
settings .................................................................49 XML configuration ......................................................23

58 Installing and Configuring Avaya one-X® Agent November 2009