Avaya 7 Manuel D’Utilisation
Avaya IP Agent Installation and User Guide for Citrix
June 2007
11
Chapter 1: Introduction
This chapter provides introductory and basic information about Avaya IP Agent.
This chapter includes the following sections:
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What is Avaya IP Agent for Citrix?
Avaya IP Agent is a software application with advanced telephony features for agents in a
contact center. Agents can use it to work in the following methods
contact center. Agents can use it to work in the following methods
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On-site at the contact center
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Off-site using analog connections over a Public Switched Telephone Network (PSTN)
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Through Windows Terminal Services.
The advanced telephony features are controlled by Avaya IP Agent through its direct
communication with an Avaya communication server.
communication with an Avaya communication server.
Agents who are not located at the call center can connect to the Avaya communication server in
the contact center and receive calls as if they were present at their contact center workstation.
For example, if an agent cannot travel to the contact center because of transportation problems
or weather conditions, the agent can still take calls by using Avaya IP Agent to connect to the
Avaya communication server.
the contact center and receive calls as if they were present at their contact center workstation.
For example, if an agent cannot travel to the contact center because of transportation problems
or weather conditions, the agent can still take calls by using Avaya IP Agent to connect to the
Avaya communication server.
Avaya IP Agent features for Citrix
The following is a list of the features for Avaya IP Agent on Citrix:
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Windows Terminal Services compatibility - Those call centers that use Windows Terminal
Services can now use a special edition of Avaya IP Agent to facilitate usage of the
Telecommuter configuration in that environment.
Services can now use a special edition of Avaya IP Agent to facilitate usage of the
Telecommuter configuration in that environment.