If avaya agent desktop aad is used on a client desktop then individual websites for. Installing and commissioning communication control toolkit software and avaya aura agent desktop 5. To enable agents to work from home on a pc softphone you will need a embedded softphone license that will enable the aaad avaya aura agent desktop, as well as a vpn to securely connect that user. Jun 25, 2015 agent efficiency unified agent desktop. Avaya changed names from definity to multivantage to avaya communications manager acm to avaya aura communications manager. The new ignition wizard utility can be run after installation of avaya aura contact center to configure the initial networking, locale, administration and licensing solution details. Avaya aura agent desktop texas tech university system.
You will also use avaya aura agent desktop to accept and respond to email and outbound contacts. Avaya aura contact center installation, administration. Displaying the agent desktop with no cct resources. Aug 25, 2009 avaya also offers what it calls its onex suite the client side of aura, if you will. Configuring aacc for basic call, including od overview. A software only application that runs on commercial offtheshelf servers, avaya. Avaya onex agent gives contact center agents the desktop software they need to be more productive, whether theyre working in a headquarters location, in a branch office or home office. Click status dropdown and go ready status light will go green and ready aaad is now logged in. Developers can use this technology to integrate their contact centerbased solutions. Aura call center elite includes the avaya onex agent interface which supports voice and video and displays contextual customer data to agents at the point of interaction, while also giving the ability to connect with appropriate internal experts through instant messaging and online presence tools.
Change the game with a consolidated desktop view of customer information and streamlined. Scale to 3000 concurrent web chat sessions on single aacc 7. Avaya aura contact center troubleshooting release 6. Configuring aacc for basic call, including installation od overview line lab 10. The agent desktop is the agents window into avaya interaction center. Aacc delivers the multimedia collaboration session capabilities required for a contextrich, assisted care experience. Nexorce enterprise software is the software engine for unified contact center reporting. By combining the iq data with other data such as crm, wfm, etc. Heritage nortel software, avaya grants customer a license to use. Heritage nortel software, avaya grants customer a license to use heritage nortel software provided hereunder solely to the extent of.
Even the best agent is stifled by ineffective workplace tools. Avaya aura contact center aacc 6 4 installation step by. It allows agents to handle contacts across channels. May 28, 2015 the agent desktop is the agents window into avaya interaction center. Media manager forwarded to avaya aura contact center aacc. Press login status light will be yellow for not ready status when ready to take contact center calls. It was initially added to our database on 05052012. Deploying and configuring avaya agent for desktop release 1. Avaya aura contact center server administration release 7. Apr 04, 2015 in this tutorial you will see the prereq and the installation process of aacc 6. On the agent desktop top bar, from the status list, select login. Customer guide to avaya aura contact center aacc integrations. Avaya aura contact centre aacc avaya aura contact centre is a robust and scalable solution for your business.
Turn every interaction with a customer into a brandbuilding success. You will get an overview of avaya aura web communication software development kit, the reference implementation, and its capabilities. Calabrio expands acd integrations with avaya aura contact. I am trying to find information on avaya aura agent desktop, i would like to know if i can install this software per my license and where can i download. Agent desktop client software installation procedures. Change the game with a consolidated desktop view of customer information and streamlined management of digital channels and devices. It aims to try and give a single experience whether on the desk phone, mobile phone or web. Avaya aura contact center installation and commissioning. Installing and commissioning communication control toolkit software and avaya aura agent desktop. The avaya aura contact center aacc is an allinone omnichannel contact center. The avaya aura agent desktop interface is a simple plugin deployed using. Contact center enterprise solution compatibility matrix. Avaya aura contact center installation, administration, and scripting essentials about the course this course combines 15 days of training into 10 days, providing you with the essentials of avaya aura contact center release 6. Nexorce is able to capture avaya split skill, agent and.
Heritage nortel software, avaya grants customer a license to use heritage nortel software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the. In this course, you will learn how to access contact center manager administration, and configure threshold classes, call presentation classes, skillsets, call center agents, and call center supervisors. Avaya agent for desktop is a contact center agent client application. This support is facilitated by installing this aaadheadsetsupport. Adding and configuring contact center manager administration. Each agent can be configured to handle up to six interactions simultaneously. As an administrator, you can manage avaya agent for desktop configurations and settings. In the course, you will perform preinstallation tasks and install a voice and multimedia contact server for a sipenabled avaya aura unified communications platform. I have checked my plds site and do not see it listed anywhere not even as something i can download but are not licensed for, every search i do brings up a broken link on avayas plds site. The new ignition wizard utility can be run after installation of avaya aura contact center to configure the initial networking, locale, administration and. The market is demanding to ensure virtual desktops. The avaya aura contact center software is delivered to customers as a release pack bundle. Avaya aura contact center is a standardsbased, software only solution that enables agents and knowledge workers to efficiently and effectively collaborate with. Avaya aura contact center multimedia implementation.
Minneapolis, mn calabrio, a leading provider of contact center workforce optimization wfo and analytics software, today announced continued expansion of its awardwinning calabrio one workforce optimization suite in the avaya marketplace by directly integrating its software with the avaya aura contact center aacc, including the. In an avaya aura sip configuration, it is recommended to use call intrinsics to store any cti attached data. If you are moving from an avaya aura contact center 6. Avaya aura contact center aacc is a contact center technology which allows users to manage their customers experiences by providing multimedia routing, workforce optimization, and outbound selfservice. Rich agent, avaya agent web clientbrowser, and sdk clientcustom client. Avaya aura agent desktop runs on the following operating systems. This technology allows the user to respond to customer contacts through a variety of media including email, instant messaging, text messages, etc. Avaya aura contact center with avaya aura contact center, companies present an alwaysopenforbusiness persona and manage customer experience across a variety of media types, such that customers perceive a uniformly high quality of service.
Dashboards, wallboards and desktop reporting with nexorce use the avaya rt socket to capture data from the avaya iq reporting and stores the collected data in the nexorce database. Using agent desktop for avaya aura contact center avaya support. Avaya aura agent desktop has not been rated by our. In an avaya aura sip configuration, it is recommended to use call intrinsics to.
Using agent desktop for avaya aura contact center release 7. At telephone at dropdown list select the phone or highlight and type in the extension where you are 6. Select other phone from the place and receive calls using dropdown list. To enable agents to work from home on a pc softphone you will need a embedded softphone license that will enable the aaad avaya aura agent desktop. Problem is when two of the agents go not ready and select an activity code it shows they are not ready with the activity code on the aaad but, aacc real time reporting shows the in contact status column as not ready which is correct but the nr reason column is blank. Nexorce is able to capture avaya split skill, agent and information from the avaya iq analytics. Avaya aura agent desktop aaad is a singleinterface client application used to interact with customers. Avaya onex agent is a desktop software application built specifically to meet the needs of contact center agents, helping them be more productive, whether theyre working in a headquarters location, a branch office or home office. Avaya aura agent desktop allows agents to simultaneously handle multiple contacts of various media types. Avaya aura contact center addresses the needs of all stakeholders including the lineofbusiness manager, contact center manager, is it manager and agents. As an agent, you can use avaya agent for desktop for handling incoming and outgoing calls, changing work states, and managing other ui controls. Adding and configuring contact center manager administration 4.
Avaya aura contact center is a standardsbased, software only solution that enables agents and knowledge workers to efficiently and effectively collaborate with customers and partners across multiple media types. Avaya onex agent is a desktop software application built specifically to meet the needs of contact center agents. Part number product description msrp percent discount %. Why am i not able to launch avaya aura agent desktop 6. Avaya aura contact center can be configured to automatically insert a leading digit before dialing numbers using the agent desktop phonebook. Agent desktop displays the contact details and the call timer appears on. Avaya agent for desktop is the avaya solution specifically designed to address these challenges. Avaya aura agent desktop is a shareware software in the category security developed by avaya.
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