Central Management
Following are the salient features of Central Management:
Provides secure and role-based access.
Provides centralized control of endpoints.
Allows creating global settings for all users.
Allows creating parent and child templates. The administrators can assign these templates to agent groups based on user roles and business area.
Provides integrated options to control agent from accessing various critical client settings.
Imports multiple agent profiles, with their customized settings from a setup.
Supports Active Directory authentication.
Provides options to store agent-created settings and applies the settings in the subsequent agent login.
Provides options to store and manage pre-defined location data, and links the desktop client to Communication Manager. Administrators can hot-desk the agents.
Provides options for administrators to select preferred profile for agents.
Profiles
Profile is a collection of pre-configured settings and preferences. Agents can select profiles to assign the pre-configured settings to handle calls. Administrators can design profiles for agent groups and deploy the profiles with the installation.
Importing settings
If Avaya IP Agent or Avaya IP Softphone clients exists on agents' computers, the agents can import the following settings:
Login credentials
Contacts
Work log
Importing contacts and groups
If a user has contacts or groups saved as a Comma Separated Value (CSV) file in the system, administrator can import the contact or groups to Central Management. The administrator uses the user roles and templates to specify in the CSV file, in addition to any existing roles and templates contacts or the group members.
Control on agent permissions
Administrators can set attributes to control agent permissions. Most user interface settings have a ReadOnly attribute. If ReadOnly is set to true, agents cannot change the settings for the corresponding field on the Avaya one-X Agent interface. The ReadOnly attribute works hierarchically, which means the attribute value set for a parent applies to all its child elements. This provides granularity to control agent permissions.
Feature comparison between Avaya one-X Agent and Avaya IP Agent
The following table shows the feature comparison between Avaya one-X Agent and Avaya IP Agent:
| Feature | Avaya one-X Agent | Avaya IP Agent | Remarks |
|---|---|---|---|
| New Avaya Work Item normalizing UI paradigm | Yes | No | A user may not have detailed knowledge of Communication Manager-specific ACD and telephone button operation, especially to Agent States. The system uses this UI paradigm across the Contact Center line of routing servers - Communication Manager, Interaction Center, and Proactive Contact. |
| Only context appropriate actions are available | Yes | No | Actions appropriate for the application are addressed. |
| Eliminates the legacy Windows Registry as the source of configuration parameters | Yes | No | The system uses the Windows registry to stores the configuration in the XML files in the user's Application Data folder. |
| Co-resides with other Avaya Soft Phones | Yes | No | Agents can install Avaya IP Agent or IP Softphone and Avaya one-X Agent on the same computer. Agents can also install Avaya one-X Agent and Avaya one-X Communicator (both without Video) on the same computer, but cannot use both the applications at the same time. |
| MSI Installation | No | Yes | Avaya IP Agent includes MSI compliant Silent Install and support for command line parameterization and execution. |
| Configuration Utility | Yes | Yes | Since configuration is stored as XML, agents need not have the export utility. |
| Launch Tool Bar | Yes | Yes, maximum of 20 on Fixed Windows Toolbar | Avaya one-X Agent has single click drop-down menu selection for an unlimited number of external application accesses. |
| Secure Desktop | Yes | Yes | |
| Infrastructure support for Location Data | Yes | No | |
| Encrypted Signaling Link | Yes | Yes | Communication Manager Release 2.x and higher. |
| Encrypted Voice in My Computer | Yes | No | Communication Manager Release 3.x and higher. |
| Communication Manager Enhanced Dial Plan | Yes | Yes | |
| Crash Dump Tool | No | Yes | |
| 60 Agent Greetings per Agent | Yes | Yes | No limit set for Agent Greetings in Avaya one-X Agent. |
| High Definition Audio | Yes | Yes | |
| Bluetooth Headsets | Yes | Yes | This support is available only for media. There is no support for Blue Button control. |
| Web Dialer Enhancements | Yes | Yes | Configurable highlight string. |
| Compatibility with Communication Manager No-Hold conference and transfer | Yes | Yes | User of Avaya one-X Agent need not have knowledge of Communication Manager button sequences. |
| Instant Messaging | Yes | Yes | Avaya IP Agent only integrates Avaya SES IM, without agent controls. |
| Screen Pops | Yes | Yes | Avaya one-X Agent does not support DDE screen pops. |
| Advanced Segmentation Client | Yes | Yes | This allows 32 characters of UUI information as a parameter to Fire URL Screen Pop. |
| Shared Control with CallMaster IV and V | No | Yes | |
| Automatic RTP Codec Negotiation | Yes | No | |
| Configurable Event and Error Logging | Yes | No | Avaya one-X Agent has four levels of logging. Avaya IP Agent is All-Off or All-on. |
| Improved LDAP protocol support for Public Directory Searches | Yes | No | Avaya IP agent supports Dial Plan. However, Avaya one-X Agent has more dial plans than IP Agent . |
| Connectivity | My Computer, Desk Phone, Other Phone | Road Warrior, Shared Control of Avaya Telephone through the Server, Telecommuter | Agents can add any number of tele-commute numbers.
 Note The connection modes are same with different names. |
| Callmaster VI Endpoint | No | Yes | |
| Shared Control through Avaya Proprietary Telephone | No | Yes | The shared control function is limited to older versions of the Avaya IP phones. |
| Virtualization Support | Yes | No | The Avaya one-X Agent application is supported on any host Operating System, whether the host is virtual or physical. The Desk Phone mode and Other Phone mode are supported universally. My Computer is supported only when the endpoint sound system/device is local to application execution hardware. |
| Avaya Video Telephony Services-H.323 | Yes | No | Communication Manager 4.x and higher required with separate video licenses and Web camera. |
| Alternate/Mini User Interface | No | Yes | |
| Phone Directory | Yes | Yes | The phone directory includes dialing from a directory. |
| Bridge Appearances support | No | Yes |