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  • Avaya one-X Agent 2.5 Documentation Library
    • Avaya one-X Agent 2.5 Overview
      • Avaya one-X Agent overview
        • New features in Avaya one-X Agent 2.5
        • Supported languages for Avaya one-X Agent 2.5
      • Avaya one-X Agent features
        • Usage modes
        • Call and Contact Center features
        • Contact Management features
          • Supervisor desktop
        • Other features
        • Configuration features
        • Avaya one-X Agent configurations and corresponding features
        • Security and management features
          • Additional security information
      • Licensing
      • Documentation and Training
        • Product documentation
        • Training
    • Installing and Administering Avaya one-X Agent 2.5
      • Avaya one-X Agent overview
        • Installation overview
        • Architecture overview
      • Requirements
        • Enterprise requirements
        • Software requirements
          • Feature dependencies on configuration
        • Computer and other hardware requirements
        • Video requirements
        • Network connection requirements
        • License requirements
      • Avaya one-X Agent installation checklist
      • Installing Avaya one-X Agent
        • Installing Avaya one-X Agent (GUI installation)
        • Installing Avaya one-X Agent (silent installation)
          • Customizing the install
        • Upgrading Avaya one-X Agent to Release 2.5
        • Installing the Polycom video software
        • Administration and configuration of Avaya one-X Agent using XML
      • Getting started
        • Logging on to Avaya one-X Agent
        • Handling Adobe Flash Player security error
      • Setting up the initial configuration
        • Configuring phones for different locations
          • Setting up the My Computer configuration
          • Setting up the Desk Phone configuration
          • Setting up the Other Phone configuration
        • Configuring the agent settings
        • Configuring IM settings
        • Choosing User Type
        • Setting up the dialing rules
        • Defining Alternate Server addresses
        • Configuring the Work Handling options
        • Configuring the incoming call appearance
        • Configuring incoming Instant Message appearance
        • Configuring incoming TTY appearance
        • Setting the audio options
        • Defining an agent profile
        • Integrating the voice mail system
        • Activating a recorded greeting
        • Defining a reason code
          • Defining reason codes for work
          • Defining reason codes for logging out
          • Defining reason codes for auxiliary
        • Viewing the phone display on the main window
        • Setting the toolbar buttons on the main window
      • Repairing Avaya one-X Agent
      • Removing the Avaya one-X Agent application
        • Removing Avaya one-X Agent in manual mode
      • Removing existing software
    • Using Avaya one-X® Agent 2.5
      • Avaya one-X Agent overview
        • Supported languages for Avaya one-X Agent 2.5
      • Familiarizing with the Avaya one-X Agent UI
        • Avaya one-X Agent main window
        • Top bar
          • Message-waiting indicator
          • Agent status and system messages
          • Common controls
          • System Options
          • UI controls
        • Work List window
          • Work item controls and functionalities
          • Work Item controls
          • View Work Item Information
          • Media appearance states
          • Media controls
        • Action bar
          • New Work menu
          • Work Options menu
          • Secondary windows
      • Getting started
        • Logging on to Avaya one-X Agent
        • Handling Adobe Flash Player security error
      • Setting up the initial configuration
        • Configuring phones for different locations
          • Setting up the My Computer configuration
          • Setting up the Desk Phone configuration
          • Setting up the Other Phone configuration
        • Configuring the agent settings
        • Configuring IM settings
        • Choosing User Type
        • Setting up the dialing rules
        • Defining Alternate Server addresses
        • Configuring the Work Handling options
        • Configuring the incoming call appearance
        • Configuring incoming Instant Message appearance
        • Configuring incoming TTY appearance
        • Setting the audio options
        • Defining an agent profile
        • Integrating the voice mail system
        • Activating a recorded greeting
        • Defining a reason code
          • Defining reason codes for work
          • Defining reason codes for logging out
          • Defining reason codes for auxiliary
        • Viewing the phone display on the main window
        • Setting the toolbar buttons on the main window
      • Handling phone calls
        • Answering a call
          • Answering a call manually
          • Answering a call automatically
        • Making a call
          • Making a call from the Text Input field
          • Making a call from the Contact List window
          • Making a call from the Work Log window
          • Making a call using the Speed Dial list
          • Consulting a contact in the list
          • Making a call from the Dialpad window
          • Calling Supervisors from Contact List
        • Putting a call on hold
          • Putting a call on hold manually
          • Putting a call on hold automatically
        • Making a conference call
          • Making a direct conference call
          • Making a consultative conference call
        • Transferring a call
          • Making a direct transfer
          • Making a consultative transfer
        • Alternating between live calls
        • Muting and unmuting your workstation
        • Ending a call
      • Managing Instant Messaging and Presence
        • IM window
        • Viewing presence status
        • Sending IM from the Text input field
        • Sending IM to contacts from Contact List
        • Sending IM from the Work Log window
        • Consulting by Instant Messaging
        • Ending an IM interaction
      • Handling TTY calls
        • TTY window
        • Answering a TTY call
        • Using abbreviations in TTY calls
        • Ending a TTY call
      • Performing common tasks
        • Changing the answer settings
        • Changing the agent work status
        • Playing recorded greetings manually
        • Viewing the Work Item details
        • Assigning a work code
        • Completing the work
        • Monitoring the audio quality and VoIP traffic
        • Accessing your voice mails
        • Launching an external application
        • Viewing the VuStats Monitor window
        • Using the Click-to-Dial feature
        • Signing out as an agent
        • Closing the Avaya one-X Agent application
      • Managing the Contact List window
        • Viewing individual contacts
        • Creating a new contact
        • Contact Details dialog box field descriptions
        • Adding a contact from the Work Log window
        • Importing a contact
          • Importing a contact from a directory
          • Importing a contact from Outlook Contacts
        • Modifying contact details
        • Finding a contact
        • Tagging a contact as favorite
        • Adding a contact to the Speed Dial list
        • Removing contacts from the Contact List window
      • Managing the Work Log window
        • Viewing the Work Log window
        • Viewing additional log details
        • Viewing interaction transcripts
        • Removing the work log records
        • Clearing the work log history
        • Finding a work log record
        • Searching a work log using the Advanced Search window
      • Managing Launch Application
        • Adding a launch item
        • Rearranging the launch item
        • Removing a launch item
      • Managing the VuStats Monitor window
        • Configuring an extension for VuStat
      • Managing the Dial Pad window
        • Viewing the Dialpad window
        • Dialpad window button descriptions
        • Creating the Touch Tone shortcuts
        • Customizing the favorite buttons
        • Favorite Buttons dialog Box field descriptions
      • Managing video calls
        • Initiating a video call
        • Answering a video call
        • Acquiring or releasing the remote camera
        • Changing the video view settings
        • Sharing a media file
        • Muting or unmuting the video
        • Closing the video window
        • Previewing the video window
        • Adjusting the video quality
        • Configuring the video broadcast settings
        • Optimizing the video performance
      • Managing greetings
        • Recording an agent greeting
        • Activating a recorded greeting
        • Setting Greeting Triggers activation criteria
        • Modifying a greeting
        • Deleting a greeting
        • Avaya Switcher II headset support for Desk Phone and Other Phone
      • Managing Screen Pops
        • Creating a Screen Pop
        • Activating a screen pop
        • Modifying a screen pop
        • Deleting a screen pop
      • Managing Public Directory and Outlook Contacts
        • Defining a Public Directory service
        • Configuring Outlook Contacts
        • Outlook Contacts panel field descriptions
        • Deleting a public directory service
        • Organizing the Advanced Search fields
      • Managing phone numbers
        • Adding a new phone number
        • Modifying the phone number
        • Deleting a phone number
      • Sharing the desktop
        • Starting desktop sharing
        • Ending desktop sharing
      • Supervisor desktop
        • Observing agent service
        • Sending a quick alert
        • Coaching an agent
        • Barging into an agent call
        • Performing an ad hoc transfer
        • Logging out an agent from Supervisor Desktop
        • Viewing the agent work log and transcripts
      • Agent preferences and controls
        • Audio panel field descriptions
          • Audio Basic tab field descriptions
          • Audio Advanced tab field descriptions
        • Video panel field descriptions
          • Video Basic field descriptions
          • Video Advanced tab field descriptions
        • Instant Messaging field descriptions
          • General tab field descriptions
          • Alerts tab field descriptions
          • Responses tab field descriptions
        • TTY panel field descriptions
          • TTY General tab field descriptions
          • Abbreviations tab field descriptions
        • Call Handling panel field descriptions
        • Record Greetings panel field descriptions
        • User Interface panel field descriptions
      • System administration and controls
        • Login panel field descriptions
          • Telephony Login panel field descriptions
          • Agent Login panel field descriptions
          • IM login field descriptions
        • Alternate Server List panel field descriptions
        • Phone Numbers panel field descriptions
        • Work Handling panel field descriptions
        • Greetings Triggers panel field descriptions
        • VuStats panel field descriptions
        • Screen Pop panel field descriptions
        • Launch Applications panel field descriptions
        • Directory panel field descriptions
        • Work Log panel field descriptions
        • Desktop Integration panel field descriptions
        • Voice Mail Integration panel field descriptions
        • Reason Codes panel field descriptions
        • Event Logging panel field descriptions
        • Outlook Contacts panel field descriptions
        • Dialing Rules field descriptions
        • Touch Tone Shortcuts panel field descriptions
        • Profiles panel field descriptions
        • Audio Monitor dialog box field descriptions
        • Call Confirmation dialog box field descriptions
    • Administering Communication Manager for Avaya one-X Agent 2.0
      • Avaya one-X Agent overview
        • Communication Manager overview
      • Communication Manager circuit packs
        • C-LAN circuit pack
        • IP Media Processor circuit pack
      • Validating Feature Access Codes
      • Configuring the My Computer and Other Phone settings
        • Checking compatibility for My Computer and Other Phone modes
        • Configuring the station settings for My Computer and Other Phone modes
      • Configuring the Desk Phone settings
        • Checking compatibility for the Desk Phone mode
        • Configuring the Desk Phone settings
      • Configuring the video settings
      • Enabling the Auto Answer support for a station
      • Configuring reason codes
      • Administering Time-to-Service (TTS)
      • Configuring TDD/TTY
    • Maintaining and Troubleshooting Avaya one-X Agent 2.5
      • Introduction
        • Event logs
        • Logging levels
        • Configuration files
      • Troubleshooting overview
        • Initial configuration and administration issues
        • Login and network connection issues
        • Call-related issues
        • IM-related issues
        • Video-related issues
        • TTY-related issues
        • Audio-related issues
        • Voicemail-related issues
        • Contact List related issues
        • Directory-related issues
        • User interface related issues
        • Online help issues
        • Other issues
        • DSCP tagging in the My Computer mode in product co-residency
  • Print guides
    • Avaya One-X Agent 2.5 Overview
    • Installing and Configuring Avaya One-X Agent 2.5
    • Using Avaya one-X Agent 2.5
    • Administering Communication Manager for Avaya one-X Agent 2.5
    • Maintaining and Troubleshooting Avaya One-X Agent 2.5
    • Avaya One-X Agent 2.5 Quick Reference Guide