What s new in Avaya IC 7.0

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1 Avaya IC 7.0 contains a new web-based agent interface and several system-wide enhancements. This document contains the following topics: Avaya IC new features Avaya IC enhancements Avaya OA Enhancements Platform updates Documentation updates and readmes Avaya IC discontinued features Avaya IC new features Avaya IC 7.0 includes a new agent interface called the Avaya Agent Web Client that runs from a web server instead of being installed on an agent s machine. It allows agents to handle work items for all channels from one work list. The interface is customizable using Cascading Style Sheets (CSS), JavaScript, and XML tags. For complete details about this new client, see the Avaya Agent Web Client online help and Avaya Agent Web Client Customization. Note: Note: Both Avaya Agent Web Client and the Avaya Agent application can be used with Avaya IC 7.0. Avaya Agent Web Client provides: A streamlined interface that takes up less room on the agent s desktop Improved ease of use and agent efficiency through consistent work delivery, handling, and completion across all communication channels Common status icons and work controls across all communication channels Intelligent indicators displayed through the user interface to inform agents when time-based actions are required 1.0 February

2 Intelligent window management Single access point to Web self service Mouseless operation for navigation and Windows oriented hot key support The following screenshot shows an example of the Avaya Agent Web Client: Features available only in the Avaya Agent Web Client The Avaya Agent Web Client includes the following features that are not available in Avaya Agent: Selective wrap up - Agents may request wrap up while they still have the active portion of a work item open. After contact work - Agents can now work on completing customer contacts without having to use the Wrap Up dialog. Address Book - The Avaya Agent Web Client includes an integrated address book that includes: Quick Find of historical and most frequent entries Personal lists of favorite queues and agents Address Book Quick Find from the main window that can be accessed without opening the Address Book Resource enhancements - Avaya Agent Web Client includes a Find capability within the agent resources that allows the agent to search across all resource names. Customizability - Using the customization features available with the Avaya Agent Web Client, you can: Add application shortcuts to the standard Avaya Agent Web Client menus Create new skins to change the client s look and feel 2 What s New in Avaya IC 7.0

3 Avaya IC new features enhancements - The integrated component uses an extended handling work model. General enhancements - The Avaya Agent Web Client includes: Expanded agent preferences A customizable Details Tab-set that replaces the EDU Viewer A customizable Customer Contacts tab that combines the Contact History Browser and the Active Contact Viewer Simplified failure and recovery from IC system problems Avaya Agent features not supported in the Avaya Agent Web Client The new Avaya Agent Web Client supports all of the features available in Avaya Agent except: Outbound Contact Management Outbound List Processing Shared web page browsing Collaborative form filling Voice Chat Prompter Siebel integration Supervisor functionality 1.0 February

4 Avaya IC enhancements The following enhancements have been made to Avaya IC in 7.0: Customer HTML chat client - The new Customer HTML chat client provides an end-user chat client that runs in the client s web browser and does not require a downloaded Java applet. It supports all of the functions of the current client except for collaboration/form filling and VOIP. The benefits of this feature are: Previously, end-users were required to accept a downloaded applet before beginning their chat session. With the discontinuation of the Microsoft-provided Java Virtual Machine (JVM), customers had to download the Sun-provided Java Plugin (approximately 15MB) before they could chat for the first time. Now customers can begin chatting immediately. Can be configured to work with industry standard HTTPS/SSL security. The HTML-based chat client is much more customizable than the previous Java applet, and you can create an accompanying help file that can be linked to the client. For details, see IC Administration Volume 2: Agents, Customers, & Queues and Avaya Agent User Guide. Siebel Avaya Agent now integrates with Siebel 7.7. The upgrade path for this feature is seamless, because the feature is 100% backward compatible with the previous release of Avaya IC for Siebel Integration. (This integration is not available with the Avaya Agent Web Client.) For details, see Avaya IC for Siebel 7 Integration. Ericsson connector - Avaya IC now supports the Ericsson switch, except for Outbound Contact Management support and Siebel integration. A new Telephony server and Telephony Queue Statistics server has been added to Avaya IC. For details, see IC Telephony Connectors Programmer Guide. Aspect support - Avaya IC now provides CTI support for DTMF generation and Reason Codes on Logout/Busy on the Aspect switch. Russian language support - The localization release of Avaya IC 7.0 will support the Russian language in all areas except Business Advocate, Outbound Contact Management, spell checking, Content Analyzer, QKnowledge, and Siebel integration. Chat Transfer/Conference - In the existing Avaya Agent interface, you can now transfer or conference a chat with a virtual queue as well as another agent. 4 What s New in Avaya IC 7.0

5 Avaya OA Enhancements Avaya OA Enhancements Avaya OA 7.0 includes a new Tabular Reports Wizard. This Wizard is a four-step wizard for creating, editing and saving real-time tabular report definitions. It combines a report-rendering engine with real-time refresh capability. For details, see the Avaya OA documentation. Platform updates Avaya IC 7.0 now supports: Intel s NetMerge 6.0 Ericsson MD110 with NetMerge 6.0 Symposium 5.0 with NetMerge 6.0 Siebel 7.7 (Siebel-first only) Avaya Communication Manager 1.1, 1.2, 1.3, 2.x, and 3.x The following platforms are no longer supported: Windows NT 4.0 for Avaya Agent. Intel s CT Connect 4.0 For details on all supported platforms, see IC Installation Planning and Prerequisites. Documentation updates and readmes The new Avaya Agent Web Client is documented in the client s online help and Avaya Agent Web Client Customization. The following Avaya IC documents have been updated for 7.0: Avaya Agent User Guide Avaya IC for Siebel 7 Integration Avaya IC for Siebel 7 User Guide IC Administration Volume 1: Servers & Domains IC Administration Volume 2: Agents, Customers, & Queues 1.0 February

6 IC Business Advocate Configuration and Administration IC Database Designer User Guide IC Installation and Configuration IC Installation Planning and Prerequisites IC Scripts Language Reference IC Scripts VBA Scripting Reference IC Telephony Connectors Programmer Guide IC Client and Server Programmer Design Guide Core Services Programmer Guide VOX Server Programmer Guide External Function Library for Edify IVR External Function Library for Avaya IVR IC/OA Software Upgrade and Data Migration Readmes There are separate readmes for Avaya IC, Business Advocate, Siebel, and the new Avaya Agent Web Client located on the CD-ROM for each respective product. Avaya IC discontinued features In Avaya IC 7.0, Avaya discontinued support for the Business Applications. If your installation uses CallCenterQ, HRQ, or CustomerQ, you can continue to run those applications in a stand-alone environment while you set up a separate 7.0 environment for Avaya Agent and the new Avaya Agent Web Client. For migration details, see IC/OA Software Upgrade and Data Migration. In addition, Avaya IC 7.0 no longer supports VTel. 6 What s New in Avaya IC 7.0