AVAYA IP Agent Prepared by Cheryl Giacobbe Maritz Global Technology Services February 2002

2 Description A software application that provides advanced telephony features for agents in a contact center, off-site using Voice over Internet Protocol (VoIP) or off-site using analog connections over a Public Switched Telephone System (PSTN).

3 Configurations Analog line for voice connection Voice over IP Use data connection for voice Must have a PC with speakers/microphone or be able to plug headset into keyboard Must have IP Media Processor Board

4 PHYSICAL LAYOUT

5 Supported Phone Types Callmasters II, III, IV, V and VI 4606, 4612, D & 6408D+ 6416D+ 6424D+ 8405D+ 8410D 8411D 8434D

6 PC Hardware Requirements Processor Pentium II processor 200 MHz Hard Disk Space 30 MB Ram Windows 2000 – 128MB Windows 98, NT 4.0, ME – 64 MB Windows 95 – Unsupported

7 PBX System Requirements Version 8.2 Software or Later Customer Options Maximum Concurrently Registered IP Stations > 0 IP Stations – Yes Multimedia Call Handling (Basic) - Yes Multimedia Call Handling (Enhanced) - Yes Logged-In IP Softphone Agents > 0 Maximum IP Registrations By Product ID > 0 Clan Board TN799B or later

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14 Features Agent call center features support Call answering from system tray Auto-answer support Basic phone features: hold, transfer, conference Call direction status (e.g. incoming, outgoing) Call timer and hold time Enhanced transfer and conference Message waiting lamp and missed calls indication Multiple call appearances Personal phone feature list Phone directory and phone directory dialing Administration of program options Program setting - Import/Export Second line display Speed dialing Station buttons support