Configuring the station settings for My Computer and Other Phone modes

Prerequisites

Complete the procedures in Ensuring compatibility to verify if Communication Manager supports Avaya one-X Agent and FACs.
Ensure a valid user ID with administrative permissions to change settings on Communication Manager.
Create the station using the add station command on Communication Manager.

Log on to Communication Manager to gain access to the Communication Manager administration interface.
Alternatively, you can use Station Administration Terminal (SAT) to gain access to the Communication Manager administration interface.
On the administration screen, in the text input field, enter change station XXXXX, where XXXXX corresponds to the agent extension number that you want to use with Avaya one-X Agent.
The system navigates to the specific station administration form based on the agent's station ID.
Navigate to page 1 of the change station form, and perform the following steps:
1. In the Type field, enter the type of telephone that Avaya one-X Agent emulates.
  In the Other Phone mode, Avaya one-X Agent can take over the administration and functionality of a physical Digital Communication Protocol (DCP) telephone. You must list the physical telephone in the “Computer and other hardware” requirements section Installing and Configuring Avaya one-X Agent. For DCP telephone, you cannot use the physical telephone while Avaya one-X Agent is registered with its extension. You can use the telephone again when Avaya one-X Agent disconnects from Communication Manager.
2. In the Port field, enter one of the following options:
  - For IP telephone types (for example, 46xx, 96xx), if you have entered the station in the Type field, then the system assigns the value to the Port field automatically. However, for digital phone extension numbers (for example, 6402, 607A1), enter the IP address of the station to specify that station administration is performed without a hardware support.
  - Enter the port number of the actual telephone assigned to this extension. When a remote agent logs on to this extension using Avaya one-X Agent, the system disables the actual telephone you connected to Communication Manager. You cannot use this port as Communication Manager uses this port when a remote agent takes direct control of an actual extension that has a DCP connection to Communication Manager.
3. In the Security Code field, enter a password. Both the system and an agent use this password to log on as an extension.
  If you do not enter the security code, an agent using this station cannot log on to Communication Manager.
4. Set the IP Softphone field to y.
5. Ensure that you have entered correct values in the COR and COS fields.
Navigate to page 2 of the station administration form, and perform the following steps:
1. In the Multimedia Mode field, enter enhanced.
2. In the Service Link Mode field, select one of the following options:
  If the station has low call traffic or the system charges a toll for calls, choose the as needed.
  
  If the station has a high call traffic or the station is set as an auto-answer station, choose the permanent setting.
  
  Important
  In Communication Manager 4.0 or later, when you set the Service Link Mode for a station to Permanent, you must set Direct IP-IP Audio Connections to N. However, you cannot use Video in the My Computer mode.
3. Ensure that you have set the Emergency Location Ext field to the appropriate setting for your contact center.
Navigate to page 4 of the station administration form. Assign functions to each button that you want the system to display in the Avaya one-X Agent Phone Features window. Ensure that the call-appr feature button is added in the Button ASSIGNMENTS section on page 4.
When the system connects this station to Communication Manager, the assigned button functions appear in the Avaya one-X Agent Phone Features window. For information on all available button functions, see Administering Avaya Aura Communication Manager.

Navigate to page 5 of the station administration form. Assign the necessary agent work mode buttons that an agent uses in the contact center.

Option	Description
auto-in	To make an agent available for new calls immediately after the agent finishes the current call. Set the auto-in function to put the agent in the Ready state automatically after the agent completes a call. Do not use this button if you administered the manual-in button for the station.
manual-in	To allow an agent to accept a call and then put the agent in the After Call Work (ACW) mode after finishing the call. Set the manual-in function to put the agent in the after call state after finishing the call. Do not use this button, if you administered the auto-in button.
after-call	To put an agent in the ACW mode. The after-call feature is a mandatory. You must assign this feature to agents.
aux-work	To put an agent in the Auxiliary Work (AUX) mode with different reason codes. The aux-work feature is a mandatory feature. You must assign this feature to agents. You can configure Communication Manager to prompt for reason codes when an agent enters the AUX state.
release	To terminate the current call and line appearance. The release feature is a mandatory feature. You must assign this feature to agents. Use the release feature if you enabled the Auto-Answer option on the station.
callr-info	To display information collected from the originator of the call. You can use the caller-info feature only with the Call Prompting feature. The Call Prompting feature obtains information from a caller through a collect-digits vector step on Communication Manager.
vu-display	To view statistics for the agent skill configured on the vu-display button.
uui-info	To view User-to-User Information (UUI) that you specify for this call. Computer Telephony Integration (CTI) usually sets the application to use screen pops that use UUI information.
work-code	To allow an agent to enter work codes for a call.
normal	To disable statistics from appearing in the Avaya one-X Agent client. If you do not administer the normal button, the Avaya one-X Agent client does not display the vu-stats feature.
assist	To enable supervisor assistance.
drop	To enable dropping a participant from a conference. Note If the drop button does not exist, Avaya one-X Agent cannot drop a participant from a call.
serv-obsrv	To enable supervisor service observing. This option is only applicable for supervisors.

The 4600, 6400, and 607A1 telephone types do not include a Drop button. Therefore, you must assign a drop function for each station to ensure that the Avaya one-X Agent Drop feature works correctly.

Note

The mandatory feature buttons are manual-in, auto-in, after-call, and aux-work. Without these buttons, an agent cannot log in.

For information on all available button functions, see Administering Avaya Aura Communication Manager.