IP Agent

Description:

Avaya IP Agent integrates a flexible IP softphone client with a SIP/SIMPLE-based Instant Messaging (IM) client. It incorporates a contact list of other IP Agent and IP Softphone users and makes both phone and IM presence visible to other users. It is simple to toggle between the softphone and IM applications. The IM and presence capabilities require registering with the Avaya Converged Communications Server, which is available separately.

IP Agent Shared Control licenses enable users who already have conventional phones or Callmaster IV and V terminals to use the advanced communication application features of IP Agent, such as instant messaging, screen pop, and VuStats Monitor. Avaya IP Agent accommodates all the Avaya call center agent features and capabilities for agents working remotely or in an office location. Agents have access to the full range of Avaya agent capabilities using an intuitive graphical user interface (GUI) using standard Microsoft Windows conventions.

The IP Agent solution includes an intuitive interface to access existing corporate database information via LDAP (Lightweight Directory Access Protocol), and an integrated contact history feature that allows agents a detailed view of the calls and IMs made and received. In addition, contact center managers can administer screen pops based on commonly used triggers, such as dialed number identification service (DNIS), automatic number identification (ANI) and prompted digits. Avaya IP Agent will support seven configuration options including a dual-line mode for separate voice and data, combining over one VoIP path, and sharing control with an existing phone.

IP Agent is the solution to several challenging business needs. Use it to:

• Gain access to subject matter experts and associates regardless of geography via Instant Messaging
• Run a 24/7, follow-the-sun, operation by extending the call center to remote branches and virtual offices
• Increase staff while maintaining fixed location sizes
• Achieve consistent customer service during seasonal peaks.
• Retain a diverse dedicated workforce in today’s competitive skilled agent marketplace.
• Provide for disaster recovery
• Eliminate desktop administration by using Microsoft® Terminal Services or Citrix® Presentation Server®.
• Enable teleworkers to meet clean air objectives and requirements.

Avaya is creating and executing one of the best suites of Contact Center solutions in the industry. The IP Agent application will interact with and access these solution features and capabilities and bring them wherever an enterprise chooses to put its workforce - at home or in the office.

Features:
Instant Messaging
IP Agent R6 integrates Instant Messaging with telephony contact handling. The user’s IM and phone presence can be made visible (or hidden) to other presence-enabled IP Agent and IP Softphone users (unless the IM-only mode is used). The Contact list also integrates phone and IM contacts showing their status (Available, Away, Busy, On the Phone, or Offline). The Contact History includes a log of IM transcripts and indicates whether the session was inbound or outbound in origin.

Facilitates first call resolution by enabling agents to find expert help within or beyond the contact center.
Instant Messaging requires registration with the Avaya Converged Communications Server (CCS) and does not support either the Callmaster VI endpoint configuration or the Terminal Services / Citrix configuration.

Screen Pops
Screen pops provide a way of displaying information related to a telephone call on a terminal screen before, as, or right after the call arrives. The information, usually a customer record, is popped by a customer application in response to a trigger from IP Agent. The trigger (e.g. prompted digits, calling party number) to the customer record will be sent to the application using dynamic data exchange (DDE). A wizard greatly simplifies screen pop set-up.

Screen Pops shorten talk time and improve agent productivity. Customer satisfaction is increased as the caller does not have to wait for the agent to do a database lookup.

Screen Pops with Advanced Segmentation
Advanced Segmentation (AS) Screen Pop provides a new capability to the voice call center market by presenting agents with appropriate caller information collected from internal and external data sources without the need for a traditional desktop CTI component.

Facilitates first call resolution by providing customer-contextual data to assist with each call.

Avoids the complexity and expense of a conventional CTI desktop.

Customizable Interface
IP Agent has an easy to use and easy to learn user interface. It uses standard Microsoft Windows conventions. The toolbars can be toggled on and off or they can be arranged in any order. Most of the windows can be resized. A simple user interface is used to transfer or conference calls. Agents can use the shortcut icon to make and receive calls from any application.

Provides productivity enhancements that complement rather than compete for precious desktop real estate.

Contact Directory and Public Directory Search
The IP Agent Contacts window provides the user interface for creating, editing and deleting contact and group information. In addition, Instant Message tracking, blocking, and other related contact and presence management features are provided. Agents can dial a call or start an IM from the Contact Directory.

Improves agent productivity by enabling rapid retrieval of contact information.

Alternate User Interfaces
IP Agent provides three alternate user interfaces that can be used in place of the standard interface. These alternate interfaces use much less space on your desktop, and then can eliminate the problem of the Avaya IP Agent interface being hidden behind other applications or requiring too much space on the desktop.

Provides productivity enhancements that complement rather than compete for precious desktop real estate.

Speed Dialing
The IP Agent interface supports speed dialing. Agents dial stored numbers by selecting them from the list. Additionally, telephone numbers can be mapped to keyboard function keys. When the key is pressed, the related number is dialed automatically. Again, the focus remains on the interface, and the agent’s attention is not divided between the PC and telephone.

Improves agent productivity.

Integrated Contact History
Avaya IP Agent records a complete call history of incoming and outgoing calls, even calls that are missed when the caller does not leave a voice message. When Instant Messaging is deployed, the Contact History includes a log of the IM transcripts. A notes entry can be added to each contact. Entries can be redialed or messaged, and added to the Contact Directory.

Improves both agent productivity and first call resolution. Agents can quickly find recent phone contact numbers and notes as well as instant messaging transcripts containing relevant information.

Agent Greetings and Agent Greeting Selection
Avaya IP Agent supports agent greetings. The agent can record, play, stop or erase greetings through an easy to use menu. Up to 15 different greetings can be recorded, each with a length of approximately 30 seconds. An option allows for the agent greetings to be stored on a network drive rather than on the local agent PC, which is ideal for call centers who utilize "hot seating" arrangements.

Improves agent satisfaction by eliminating repetitive work.

VuStats Monitor
Agents and administrators can check the VuStats Monitor window for information on Contact Center operations, such as the number of calls waiting for a particular skill. The information is updated periodically, based on user-selectable refresh rates.

Improves agent productivity by providing call center status that agents can use to guide their talk and wrap-up times.

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