Avaya 7 Manuel D’Utilisation

This section describes those functions that you will be using every day when you receive an 
incoming call at your station, including answering a call and holding a call.

This section includes the following topics:

●

●

●

●

Answering a call depends on how the Avaya communication server and the network are 
administered. Each contact center environment is different, which can affect the way agents 
answer calls. Avaya suggests that each contact center evaluate its configuration and instruct 
agents on the best way to answer calls with Avaya IP Agent. There are too many possible 
Avaya IP Agent configurations to list them in this document. The following are some suggested 
procedures on answering calls for different configurations.

The following list provides the options to set for this configuration:

●

Agent Administration for auto-answer is set to station or none. 

●

Station Administration for auto-answer is set to none. 

●

Station Administration has service link set to as-needed. 

●

Each time a call is received, the analog or DCP telephone that provides the voice path will 
ring. The personal computer will also emit a ringing sound if you have configured Avaya IP 
Agent to do so.

●

Your Central Office (CO) must have the Answer Supervision feature. Contact your 
telecommunication provider for more information.

To answer a call for this configuration:

1. The agent should wait for the telephone to ring and then answer it. Answering of the 

telephone will automatically be detected through Avaya IP Agent.