IP Agent

Overview and Details

IP Agent is a PC-based softphone application that can help improve agent productivity in the office and virtual office. IP Agent incorporates enterprise Instant Messaging, provides a screen pop of customer-contextual data, interoperates with Internet Explorer and Outlook to provide click-to-dial, and enhances DCP and IP telephones, (including Callmaster IV and V terminals) with its ability to operate in shared control mode.It provides the first step towards SIP and Presence in the call center. Agent productivity improvements are driven by the product's capability to integrate and interoperate with other applications and devices.


Product Details
Four separate client scenarios or requirements can be addressed. IP Agent:

  1. Allows a customer to extend their call center with a converged IP solution and take the first step toward SIP and Presence.
  2. Provides a PC-based agent softphone that allows agents to focus all their attention on the PC, rather than splitting their time between two devices to complete a transaction.
  3. Delivers a sophisticated, full-featured remote agent solution.
  4. Provides same user interface for remote and on-premise agents to help reduce training time.

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 or V terminals to use the advanced communication application features of IP Agent, such as instant messaging, screen pop, and VuStats Monitor.

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) based on standard Microsoft Windows conventions.

The IP Agent solution includes an intuitive interface to access existing corporate database information via Lightweight Directory Access Protocol (LDAP), 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.

Manufacturing Info

Avaya IP Agent is manufactured in Denver, Colorado