Other features

Voice Mail

Avaya one-X Agent provides a Voice Mail support for registered extensions to access numbers, mailboxes, or voice mail applications. Agents can see a message waiting indication in the Avaya one-X Agent client for the registered extension. With Voice Mail, agents can call a number or execute a program. Agents or system administrators can integrate the voice mail system with a telephone system, third-party voice mail application, or web-based voice mail server.

Speed Dial

With the Speed Dial feature, agents can dial the frequently-dialed numbers. Agents can save the contact numbers of expert agents as shortcuts in the Speed Dial list.

Favorites

With the Favorites feature, agents can save contacts. Further, agents can use the Favorites list to gain quick access, especially when there is a large list of contacts in Contact List.

Dialpad

With the numeric dialpad, agents can send DTMF signals during an active call. Agents can also define a phone number and use it as a shortcut to make calls through the Dialpad window.

Button bar

With the button bar feature, agents can choose their favorite dialpad and embed favorite dialpad in the Avaya one-X Agent main user Interface.

Conference call

With the conference call feature, agents can add participants to existing calls. Avaya one-X Agent supports two types of conference calls:

Direct Conference: Agents use direct conference to add a participant to the conference call before speaking to the contact.
Consultative Conference: Agents use consultative conference to conference a call after announcing the conference call.

An agent can add a maximum of five participants to a conference call. Agents can also drag an active call and drop the call into another active call to initiate a conference.

Call transfer

With the call transfer feature, agents can transfer an active call to other endpoints. An agent can transfer a call using the transfer button and dialing the required extension. Avaya one-X Agent offers two types of call transfer:

Direct Transfer: Agent uses direct transfer to forward an active call to another agent or supervisor without informing about the transfer.
Consultative Transfer: Agent uses consultative transfer to forward an active call to another agent or supervisor after informing about the call.

Call hold

With the Call Hold feature, agents can put an active call on hold. An agent can answer other calls while the call is on hold. Depending on the system settings, an agent can either put an active call on manual hold or on auto hold. By default, Avaya one-X Agent puts an active call on hold when an agent initiates a new call or reactivates a call on hold.

Click-to-Dial

With the Click-to-Dial feature, agents can use mouse to dial a formatted telephone number that appear on Web pages. The Click-to-Dial feature operates on Web pages that appear in Microsoft Internet Explorer and Mozilla Firefox.

Agent status

Agents can set the status to Ready or Auxiliary modes. The Ready state indicates that an agent is available for ACD calls and the Auxiliary state indicates that an agent is not ready for ACD calls.

Agents can control the status and the availability for accepting ACD calls. For example, if an agent wants to leave the station for lunch or need additional time for the last concluded call, then an agent can change the status to unavailable for ACD calls.

Important

If Communication Manager is out of service and the agent is in the Pending Auxiliary state, then after ending the call, Avaya one-x Agent reconnects to the ESS network. The agent logs in to ACD with agent status as defined in the System Settings panel.

Video

Avaya one-X Agent supports video with H.323 telephony protocol in the My Computer and Desk Phone modes. Using video, agents can conduct a face-to-face video communication with a customer or an agent. An agent can also share media files. The video feature provides the following controls:

Desktop video controls: start, stop, mute or unmute, display properties and options, and relinquish camera control
Point-to-point video control
Bandwidth management and class of service control

Citrix Presentation Server

Citrix Presentation Server allows agents to connect to Avaya one-X Agent located on central servers. An agent can connect to Avaya one-X Agent remotely, from home, airport Internet kiosks, softphones, and other devices outside the corporate network. However, it is actually running on a Citrix Presentation Server hosted in the corporate environment. Citrix Presentation Server supports H.323 softphones for Avaya one-X Agent in the following environments:

Microsoft Windows Server 2003
Microsoft Windows Server 2008

Note

Avaya one-X Agent does not support the My Computer mode or video when in a Citrix environment.

Classic Citrix Presentation Server services are now packaged into Citrix XenAp.

Favorites toolbar

With favorites toolbar, agents can set the toolbar buttons on the Avaya one-X Agent main window. The favorite buttons provide quick access to options including release 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 a last called number. Agents can define the favorites buttons through the Dialpad window.

Phone display

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

Dynamic Hot-desking

Dynamic Hot-desking is a Central Management enabled feature. Agents can use any seat at any desk and make or receive calls. The system downloads the user settings at the agent's system and authenticates the agent's login credentials against Central Management. The agent need not know the specific extension or password required for this desk. Thus, for agents to hot-desk, an administrator must configure the agents settings on Central Management.

Contact Supervisor

Agents can contact supervisors directly, if an administrator has configured the agent with Central Management and supervisors are added to the My Supervisors group. The agent can also contact the Supervisor on the corresponding skill directly from the contact list, if an agent has the Supervisor Assist feature and the supervisor skill set is configured on Communication Manager.