UNIFIED DESKTOP

AVAYA CTI ADAPTER

IAGENT FROM UNIVOX

iAgent from Univox seamlessly integrates computer

telephony with your contact center infrastructure
improving call handling, response times and agent
performance. iAgent offers a full set of call and agent
control functions for inbound and outbound call activities. Advance features such as auto answer, wrap
up and not ready time-outs enable contact centers to
operate efficiently during busy periods.

iAgent Unified Desktop Avaya CTI Adapter

iAgent Comes with adaptors for different Automatic Call Distributors and PBX,
including Avaya, Cisco & Genesys. The Avaya iAgent CTI Connector seeming-less
integrates the iAgent Unified Desktop with Avaya Aura AES, seamlessly serving
the Avaya Aura functionality up to the agent.
Typically iAgent integrates the following three main functions to achieve a fully
unified agent desktop:
The CTI Toolbar includes the Computer Telephony Integration (CTI) functions
that are related to the call handling functions of the agents, such as answer,
drop, hold, transfer, etc.
Applications is the medium where integration between the front and back
ends of your databases and systems occurs, empowering agents to perform
the most relevant functions for the customer.
Performance bar integrates the automatic call distributors reporting engine,
providing real-time reports to the agents on contact center performance.

The iAgent Avaya CTI Adaptor tightly integrates iAgent Unified Desktop with all
three different functions within the Avaya Aura Contact Center using the Avaya AES
Services, providing a seamless integration on all fronts.
The CTI Toolbar is integrated with Avaya Aura AES Services
The Applications are integrated with CTI call information, such as caller ID,
customer ID, language and IVR exit point to provide a pop-up screen identifying
the customer in detail before the agent answers the call
The performance bar interfaces with the Avaya Aura AES real-time reporting
engine to give the agents real-time reports from the contact center

About iAgent
iAgent Unified Desktop from Univox

iAgent uses Avayas Aura AE Services Java Telephony Application Programming Interface
(JTAPI) software development kit to access the AE Services TSAPI service. Connectivity is
achieved through the standard Java enterprise interface. iAgents Avaya adapter has been
tested with latest version of Avaya AE services 6.1

iAgent CTI Adapter Design

seamlessly integrates computer

telephony with your contact
center infrastructure improving
call handling, response times
and agent performance. iAgent
offers a full set of call and agent
control functions for inbound and
outbound call activities. Advance
features such as auto answer,
wrap up and not ready time-outs
enable contact centers to operate
efficiently during busy periods.

Unified iAgent desktop accesses the full complement of third-party call control
capabilities provided by Avaya Communication Manager through JTAPI. JTAPI is
a switch-specific implementation of Suns JTAPI 1.4 Specification (JSR 43). JTAPI
for Avaya Communication Manager provides a Java-based, client-side interface to
the TSAPI. Telephony Services API (TSAPI) service is resident on the AE Services
server. The TSAPI service provides a high-level abstraction of the proprietary,
low level Adjunct Switch Application Interface (ASAI) displayed by the Avaya
Communication Manager.
The following call control capabilities are handled by iAgent through JTAPI SDK for
Communication Manager:
1. The ability to make, screen, answer, log, transfer, hold, retrieve, divert and
end calls.
2. Provide details of a device, including information about calls on the device
and the parties on those calls.
3. Perform logical services such as Agent login/logout.