Avaya
IP Agent is a PC-based softphone application
for improving agent productivity in the
office and in the virtual office, and provides
the first step towards SIP and Presence
in the call center. Agent productivity improvements
are driven by Avaya IP Agent’s ability
to integrate and interoperate with other
applications and devices. It incorporates
enterprise Instant Messaging, provides a
screen pop of customer-contextual data,
interoperates with Internet Explorer and
Outlook to provide click-to-dial, and enhances
DCP and IP telephones, (including Callmaster
IV and V terminals) by its ability to operate
in shared control mode.
Avaya IP Agent can address
four separate client scenarios or requirements:
- Allows a customer to
extend their call center with a converged
IP solution and take the first step toward
SIP and Presence.
- Provides a PC-based agent
softphone that allows agents to focus
all their attention on the PC, rather
than splitting their
time between two devices to complete a
transaction.
- Delivers a sophisticated,
full-featured remote agent solution.
- Provides same user interface
for remote and on-premise
agents to help reduce training time.
Avaya IP Agent integrates
a flexible IP softphone client with a SIP/SIMPLE-based
Instant Messaging (IM) client. It incorporates
a contact list of other Avaya IP Agent and
IP Softphone users and makes both phone
and IM presence visible to other users.
It is simple to toggle between the softphone
and IM applications. The IM and presence
capabilities require registering with the
Avaya Converged Communications Server, which
is available separately.
Avaya IP Agent Shared Control
licenses enable users who already have conventional
phones or Callmaster IV or V terminals to
use the advanced communication application
features of IP Agent, such as instant messaging,
screen pop, and VuStats Monitor.
Avaya IP Agent accommodates
all the Avaya Call Center agent features
and capabilities for agents working remotely
or in an office location. Agents have access
to the full range of Avaya agent capabilities
using an intuitive graphical user interface
(GUI) based on standard Microsoft Windows
conventions.
The Avaya IP Agent solution
includes an intuitive interface to access
existing corporate database information
via Lightweight Directory Access Protocol
(LDAP), and an integrated contact history
feature that allows agents a detailed view
of the calls and IMs made and received.
In addition, contact center managers can
administer screen pops based on commonly
used triggers, such as dialed number identification
service (DNIS), automatic number identification
(ANI), and prompted digits.
Avaya IP Agent will support
seven configuration options including a
dual-line mode for separate voice and data,
combining over one VoIP path, and sharing
control with an existing phone. |
