Managing Instant Messaging and Presence

This chapter describes Instant Messaging (IM) and Presence features and how to use these features on Avaya one-X Agent

Avaya one-X Agent supports IM and Presence features if IM and Presence Services are deployed and integrated within your network. If you or your administrator has configured the IM setting, you will be able to add an IM contact to the list, view the contact's Presence status, and initiate IM messages with the contact list. You cannot add an IM contact at the desktop, if the administrator prohibits you from doing an IM with contact that are not defined in Central Management.

IM provides the ability to communicate with agents in real-time using the Avaya one-X Agent client. The Presence feature displays agents' presence status. You can view agent state, voice channel state, and IM state.

Avaya one-X Agent 2.5 is interoperable with the following IM tools, namely, Avaya one-X^® Communicator and Microsoft Office Communicator.

IM and Presence features

The IM and Presence features provide the following options to agents:

Configure IM credentials before and after logging on to the application
Subscribe to Agent state, Voice channel state, and IM channel state of other agents
Click the contact list and view IM agents in the contact list
Add IM work item to an active call from another agent present in the contact list
Type the IM user ID in the Text input field to initiate an IM communication (this is otherwise called as IM consult)
Add a Microsoft Office Communicator contact using SIP handle and communicate with the contact
Add an Avaya one-X^® Communicator contact using an XMPP handle and communicate with the contact
The standard features supported are Emoticons, http(s) links, and indicates if the other agent is composing a message.

Note

Avaya one-X Agent 2.5 supports Presence Services 6.1.

Other options

All IM interactions with multiple recipient appear in the same super window, where you can expand or contract each IM session as needed. While replying to multiple IM responses, agents must first select the recipient from the IM window to whom the message needs to go.
The IM feature also supports standard features such as Emoticons, http(s) links, and indicates if the other agent is composing a message.

Note

The IM and Presence features are optional and agents can only use these features if they choose to log into Presence Services.