Avaya IP Agent is a software application with advanced telephony features for agents in a contact center. Agents can use it to work in the following methods:
- On-site at the contact center
- On-site or off-site using Voice over Internet Protocol (VoIP)
- Off-site using analog connections over a Public Switched Telephone Network (PSTN).
The advanced telephony features are controlled by Avaya IP Agent through its direct communication with an Avaya communication server.