Avaya SIP Agent

[trilogy8]

I want to test converting our call center agents from h.323 to SIP. I see the option in SMGR to choose agent, but I'm not getting the results I want. Is there a specific set of steps to create this type of user?

 

[avayaguy23]

It isn’t a simple set instructions without knowing your design. Phone types, using aads/SBC, agent for desktop, etc?

 

[wpetilli]

Ideally would like to use SIP flashed J169/179 and have them register to SM instead of CM. Def would be looking to agent for desktop instead of one-x comm.

 

[biglebowski]

We've been advised to go with Workplace + customer service mode as AAfD is no longer a dev priority and will likely be dropped in a future 10.x release.

 

[trilogy8]

I've heard that about AAFD, but for now we just want to test flashing a SIP phone to use as an agent and we're not finding any good docs on it.

 

[gwebster]

Taking J179 as an example, convert it from H323 to SIP, change programming from 9611 to J179CC.

This assumes that you already have your system configured to support SIP stations. If this is going to be your first SIP station, then that is a whole other world of knowledge needed.

 

[avayaguy23]

I think you are going about it in the wrong way. The first question is can you get a sip phone connected and make basic calls (inbound, outbound, extension to extension)? If you can then you need to figure out what buttons/features you use. SIP phones have limited functionality compared to the traditional h323 phones. The features are dependent on the sip phone model/firmware along with the version of CM.

 

[trilogy8]

@GWebster -- will try that. We already have some regular SIP deployed users. What I'm confused about is where you see in the CM endpoint profile the choice for Agent. Not sure if that was needed.

 

[gwebster]

It has to be programmed as a “CC” model (J169CC, J179CC,…). That enables the extra SIP-AST signaling associated with contact center features.

You will definitely want to give your users the Contact Center J100 user guide. The UI will be different compared to what they are used to with H.323.

 

[ZeroZeroOne]

As gwebster said, the station type must be a J169CC or J179CC (or older 96xxSIPCC set) for the Agent functions to work. Non Call Center phones will not allow you to program the Agent Login, AUX Works, or other buttons.

As for the Agent, there is no "SIP" agent type - just the normal Agent.

If you want to assign the Agent to to the User, you can create a secondary SIP profile under the User but that isn't required.

 

[dialtonebone]

Like AvayaGuy23 said, if you don't already have working SIP telephones AND working AST connectivity then you need to get that out of the way.
Keep in mind that Avaya is no longer adding net new features to H323, only to SIP.