Avaya one-X Agent is an integrated telephony softphone solution designed for agents in a Communication Manager Call Center environment. The Avaya one-X Agent application controls the advanced telephony features through its direct communication with the Communication Manager.
In addition to providing the basic telephony controls, Avaya one-X Agent supports the advanced Communication Manager agent functions, such as, agent state control, call wrapup control, screen pops, VuStats screen, agent greeting controls, and video features. Avaya one-X Agent has an intuitive graphical user interface (GUI) to provide a rich user experience for agents in contact centers. The application GUI occupies minimum space on the agent desktop, and provides the ability for agents to customize the application GUI to meet their individual needs.
Now that Avaya runs with XenApp, Agents can work remotely as if they were present at the contact center. Avaya One-X Agent runs with XenApp 5.0 (Windows Server 2008) and XenApp 6.0 (Windows Server 2008 R2).