Administering Avaya Oceana Workspaces

Transcription

1 Administering Avaya Oceana Workspaces Release 3.2 Issue 2 March 2017

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5 Contents Chapter 1: Introduction... 7 Purpose... 7 Change history... 7 Chapter 2: Avaya Oceana Workspaces overview... 8 Checklist for administering Avaya Oceana Workspaces... 9 Chapter 3: Avaya Control Manager configuration Avaya Oceana Workspaces configuration through Avaya Control Manager Logging in to Avaya Control Manager Functional buttons of the Avaya Control Manager Initial configuration for Avaya Oceana Adding Communication Manager to Avaya Control Manager Adding Communication Manager to Location Creating a Communication Manager user for Avaya Control Manager Configuring a Communication Manager hunt group Configuring Vector Directory Numbers Relationship between users, accounts, and providers Categories, Attributes, and Attributes Sets Adding connectors to provisioning server Creating a server for Unified Collaboration Administration Adding the UCA server to a location Assigning a location to the UCA proxy server Creating variables by using Avaya Control Manager Adding provider, skills, VDNs, and extensions to UCAServer User management Adding Site, Department, and Team to Avaya Control Manager Adding a new user Adding attributes to a user Importing agents Searching users Cloning an agent Configuration for Avaya Oceana Workspaces Configuring CRM integration Configuring work codes or user codes Configuring disposition codes Configuring screenpops Configuring transfer to service Chapter 4: Optimization and scalability Capacity Chapter 5: Resources March 2017 Administering Avaya Oceana Workspaces 5

6 Contents Documentation Finding documents on the Avaya Support website Training Support March 2017 Administering Avaya Oceana Workspaces 6

7 Chapter 1: Introduction Purpose This document contains information about performing Avaya Oceana Workspaces administration tasks. This document is intended for people who perform Avaya Oceana Workspaces system administration tasks such as managing users. Change history Issue Date Summary of changes 1.0 Oct 2016 Initial release 2.0 March 2017 Updated for Release Changes include updates related to disposition codes, screen-pops, supervisor settings, transfer to service, and social media. March 2017 Administering Avaya Oceana Workspaces 7

8 Chapter 2: Avaya Oceana Workspaces overview Avaya Oceana Workspaces is a browser-based application with which Contact Center agents can handle inbound customer interactions through channels such as voice, , SMS, and web chat. Agents can also make outbound voice calls. The intuitive user interface provides features for switching between multiple, simultaneous interactions through different channels. Avaya Oceana Workspaces enables seamless collaboration with customers, other users, and partners within and outside the enterprise organization. The application also provides relevant information to agents securely and reliably. Every interaction is displayed as an interaction card. From interaction cards, agents can: Receive the interaction: Accept interactions with a single click. Hold or resume the interaction: Put active voice interaction on hold when another interaction with higher priority needs to be attended to. Consult another agent: Call another agent to seek advice about an interaction.. Transfer the interaction to another agent: Send the interaction to another agent s interaction area. Add another agent to the interaction: Create a conference with another agent when you determine that the other agent can contribute to resolving the customer interaction. Record work codes for reporting: Select from the configured work codes to report the type of work done during the interaction. Avaya Oceana Workspaces provides features such as: Customer journey: The system displays a graphical representation of the customer s interactions. Every point in the customer journey is visualized by an interaction with a channel such as voice or webchat. Co-Browse: With the Co-Browsing feature, two users can browse the same webpages simultaneously. Agents can also assist customers with requests such as filling an application form. Screenpops: Agents are presented with external webpages that can assist them in completing their tasks. For example, external websites with information such as current currency exchange rates. To enhance accessibility, Avaya Oceana Workspaces provides the following features: Ability to access most content and controls by using the keyboard. Alternative text and labels to assist users with screen-readers. March 2017 Administering Avaya Oceana Workspaces 8

9 Checklist for administering Avaya Oceana Workspaces Note: Use a screen magnifier tool, such as Magnifier, to zoom in and out of Avaya Oceana Workspaces screens. Do not use the browser s built-in controls. Related links Checklist for administering Avaya Oceana Workspaces on page 9 Checklist for administering Avaya Oceana Workspaces Avaya Oceana Workspaces is configured by using the following components: Avaya Breeze : Provides a platform on which snap-in components in the Avaya Oceana Solution are deployed. Avaya Aura Communication Manager: Used to configure the hunt groups, VDNs, and stations for voice calls. Avaya Aura Call Center Elite: Provides voice capabilities for Avaya Oceana Solution. Avaya Oceana Solution leverages Elite features such as RONA and Calendaring. Application Enablement Services: Provides the Device, Media, and Call Control interface with which the Call Server Adapter (CSC) snap-in communicates with Avaya Aura Communication Manager. Avaya Control Manager: A central management portal for administration of Agents, Users, Work Assignment Attributes, Hunt groups, Skills, VDNs, and Tenants. Avaya Co-Browsing Snap-in: Provides web collaboration between two users to enable a customer and agent to jointly browse webpages and complete web forms. Avaya Context Store Snap-in: A Memory Data Grid that can store contextual information provided by the customer s Enterprise Applications. These applications route data and historical data to be shared between Avaya Aura Experience Portal, Avaya Engagement Designer, Work Assignment, EPS, and the multimedia Snap-Ins such as chat and . They also display customer data to Agents and show historical Journey information. No. Task Reference 1 Configure Avaya Aura Communication Manager and Avaya Aura Call Center Elite. 2 Configure Application Enablement Services. 3 Configure the Avaya Oceana Multimedia server. See Deploying Avaya Oceana Solution. See Deploying Avaya Oceana Solution. Table continues March 2017 Administering Avaya Oceana Workspaces 9

10 Avaya Oceana Workspaces overview No. Task Reference 4 Configure users, work codes, and screenpops in Avaya Control Manager. See the Avaya Control Manager configuration chapter. Related links Avaya Oceana Workspaces overview on page 8 March 2017 Administering Avaya Oceana Workspaces 10

11 Chapter 3: Avaya Control Manager configuration Avaya Oceana Workspaces configuration through Avaya Control Manager Avaya Control Manager is used for configuring the following parameters for Avaya Oceana Workspaces: Users Reason codes Screenpops URLs and phrases for the Suggested Content widget For other configuration steps such as associating a Avaya Aura Communication Manager user to Avaya Control Manager, adding a hunt group, site, location, team, and department to Avaya Control Manager, see Configuring Avaya Control Manager and Using Avaya Control Manager. Before you configure users in Avaya Control Manager, follow the instructions in the Deploying Avaya Oceana Solution guide to configure Communication Manager, Call Center Elite and Application Enablement Services, set up routing, and Avaya Breeze clusters. Logging in to Avaya Control Manager Before you begin Ensure that Avaya Control Manager is deployed. For more information, see Deploying Avaya Oceana Solution. 1. In the address bar of the web browser, type Here, acccm_hostname is the host name of the Avaya Control Manager server. 2. In the Username field, type your user name. 3. In the Password field, type your password. 4. Click Login. March 2017 Administering Avaya Oceana Workspaces 11

12 Avaya Control Manager configuration The system logs you in to the Avaya Control Manager server. Functional buttons of the Avaya Control Manager Icon Name Description Add Edit Delete Search Save Close Import CM Properties Clone With the Add button, you can add a new item. With the Edit button, you can modify the selected item. With the Delete button, you can remove the selected item With the Search button, you can filter an agent according to the entered value. With the Save button, you can save the new changes. With the Close button, you can close the current screen and return to the previous screen. With the Import button, you can import users or agents from an excel file to the Avaya Control Manager system. With the CM Properties button, you can view or update the CM properties of an object. With the Clone button, you can create a duplicate user or an agent. Initial configuration for Avaya Oceana Adding Communication Manager to Avaya Control Manager Before you begin You must create a Communication Manager user for Avaya Control Manager. March 2017 Administering Avaya Oceana Workspaces 12

13 Initial configuration for Avaya Oceana 1. On the Avaya Control Manager Portals page, click Configuration Portal > Team Engagement > Communication Manager. 2. In the CM Edit page, fill the mandatory fields with appropriate information. For more information about all fields on this page, see Configuring Avaya Control Manager. 3. In the CM Username field, enter the privileged administrator username. 4. In the CM password field, enter the privileged administrator password. 5. In the Terminal Type, click ossi3. 6. Click the Save icon. Related links Adding Communication Manager to Avaya Control Manager field descriptions on page 13 Adding Communication Manager to Avaya Control Manager field descriptions Name CM Alias Name CM IP Address CMS ACD Description The alias name of Avaya Aura Communication Manager. The IP address of the management port. The CMS ACD of Avaya Aura Communication Manager. If you do not know the value, type the value as 1. CM Username The user name that Avaya Control Manager used for the Avaya Aura Communication Manager integration. CM Password The password that Avaya Control Manager uses for the Avaya Aura Communication Manager integration. CM Type The Avaya Aura Communication Manager type, namely, s8300, s8400, s8500, s8700, and s8800. CM Version Terminal Type Is PIN required? The version of Avaya Aura Communication Manager. The connection type used between the provisioning server and the Communication Manager. The options are: W2KTT OSSI OSSI3 The option to enable or disable PIN code feature. When using the AESbased integration, you must disable the PIN code feature. CM PIN The PIN codes of the user that Avaya Control Manager use for Avaya Aura Communication Manager integration. CM Port The port number that is used for the Communication Manager integration. The default port should be 5022 (for SSH integration) Table continues March 2017 Administering Avaya Oceana Workspaces 13

14 Avaya Control Manager configuration Name Time Of Day tables number Description The number of predefined time of day tables that exists in the Communication Manager. The value should be 32 for Communication Manager 5.x and above. Related links Adding Communication Manager to Avaya Control Manager on page 12 Adding Communication Manager to Location 1. In the Avaya Control Manager Portals page, click Configuration Portal > Locations. 2. In the Location List page, select a location and click the Edit icon. 3. In the Location Edit page, click the System tab. 4. Click Plus (+) icon. 5. In the System Type field, click CM. The system displays a system name in the System Name field. 6. Do not change the Sync Schedule field. 7. Click Save icon. The system displays the following message: Warning! Please note, changing server location can cause a situation in which existing data will be unreachable. 8. Click Confirm. Creating a Communication Manager user for Avaya Control Manager About this task This procedure describes how to configure Communication Manager to accept Avaya Control Manager as a privileged administrator. 1. Log on to Communication Manager System Management Interface. 2. Click Administration > Server (Maintenance). The system displays the Server Administration page. 3. In the navigation pane, under the Security, click Administrator Accounts. March 2017 Administering Avaya Oceana Workspaces 14

15 Initial configuration for Avaya Oceana 4. In the Administrator Accounts page, click Privileged Administrator. 5. Click Save. The system displays the Administrator Accounts -- Add Login: Privileged Administrator page. 6. In the Login name field, type an administrator login name. Note: Acceptable values are characters from the set a-z, A-Z, 0-9 and underscore ( _ ). The login name can be up to 31 characters in length. You cannot use an existing or a protected login name. If you use an existing or a protected login name, the system displays an error message. 7. In the Additional groups (profile) field, click the access profile you want to use. The system automatically populates the values in the Linux shell and the Home directory fields. 8. In the Select type of authentication field, click Password. 9. In the Enter password or key field, type a password. 10. In the Re-enter password or key field, type the same password again. 11. To change the password after the first login, in the Force password/key change on next login field, click Yes. 12. Click Submit. Configuring a Communication Manager hunt group About this task All Work Assignment agents must be in a single pool, so they must be in the same hunt group or skill. Note: If you configured the Communication Manager hunt group by using the Communication Manager System Access Terminal (SAT) interface, you can skip this configuration in Avaya Control Manager. 1. Log on to the Avaya Control Manager interface as an administrator. 2. Click the Avaya Control Manager tile. 3. Click the AVAYA tab. 4. Click the Hunt Group tab. 5. Click the Add icon. 6. In the Location field, type the location to which the hunt group is assigned. March 2017 Administering Avaya Oceana Workspaces 15

16 Avaya Control Manager configuration For more information about hunt groups, refer to the Avaya Aura Communication Manager documentation. 7. In the Group Number field, type the hunt group number. This value will be used for the hunt group as the provider value in the System Manager Source Details section of the Work Assignment agent configuration. 8. In the Group Name field, type the hunt group name. 9. In the Extension field, type the hunt group extension number. 10. Click the Add Extension option. 11. In the Number field, type the extension number. 12. Click Add Extension. 13. Click the Add Range option. 14. In the Start from extension and End at extension fields, type the range of the extensions. 15. Click Add Range. 16. Click Add Extension from Location List. The system displays a list of all the extensions that are assigned to the hunt group location. 17. Select the option next to the extension and click Add. 18. Click Save. Configuring Vector Directory Numbers About this task A Vector Directory Number (VDN) is an extension that directs an incoming call to a specific vector. The VDN is a virtual extension number that is not assigned to an equipment location. You must create a VDN for: Ingress vector to Adjunct Route Routing Vector RONA Vector 1. Log on to the Avaya Control Manager interface as an administrator. 2. Click the Avaya Control Manager tile. 3. Click the AVAYA tab. 4. Click the VDN tab. 5. Click the Add icon. 6. In the Location field, click the location. March 2017 Administering Avaya Oceana Workspaces 16

17 Initial configuration for Avaya Oceana 7. In the VDN field, type the VDN number. 8. In the VDN Name (English) field, type the name used to support languages other than English. The VDN name can be different from the name used in Avaya Aura Communication Manager. The name used in Communication Manager is displayed in ANAV. The system displays the VDN Name (local lang) field if the application is supported in a local language other than English. 9. In the Vector Name field, type the vector name that is built in the VDN. 10. In the Description field, type a description for the VDN. 11. In the VDN Template field, click a template. The VDN default settings are populated based on the selected template. 12. Click Save. 13. Repeat these steps for every VDN. Relationship between users, accounts, and providers User A user is at the highest level and represents a real human or an object. A user involved in the work assignment application is referred to as a Work Assignment Resource. Account A user or resource can have one or more accounts. An account is an address that can be accessed. For example: an account, a phone account, a web chat account. Provider A source also known as a provider is the system that hosts the accounts. For example, Avaya Aura Communication Manager, an external provider, or a web chat host. Assignment Management The assignment of attributes and property values to Users. Property Management The configuration of property definitions, including their category list and their default values, for example: Multiplicity Count, Proficiency, Service Exclusion. Channel attributes are a special type of attribute By default, Work Assignment is shipped with the default category channel and a number of Default Channel attributes such as , Voice, Chat. Channel is a special type of attribute that is automatically assigned to the user when accounts are created for that user. The Channel category cannot be edited. Channels can be included in attribute sets for property management. March 2017 Administering Avaya Oceana Workspaces 17

18 Avaya Control Manager configuration Categories, Attributes, and Attributes Sets Categories Categories are ways of grouping attributes. For example: the French and Spanish attributes are in the Language category. Categories are used in Property Management to configure how property values are derived for attribute sets that don t have explicit property values defined. Attributes Attributes are the main basis for selecting from available resources to be assigned work, or to select waiting work to be assigned to newly available resources. When selecting a resource to be assigned to incoming work, the resource must have the desired attributes specified in the work request. When selecting a waiting work request for a newly available resource, the work request must have attributes that match those of the resource. Attribute Sets Attribute Sets are simply collections of attributes. Attribute Sets can be configured for a property value, so that each property can have different values depending on which attributes are used. As an example, for the Proficiency property, a resource may have high proficiency in the attribute set English, Sales, Tablets, low proficiency for attribute set English, Service, Laptops, and low proficiency for attribute set Spanish. Adding connectors to provisioning server 1. Log on to the Avaya Control Manager interface as an administrator. 2. Click the Configuration Portal tile. 3. Click the Services tile. 4. Click the Provisioning tile. 5. Select a Provisioning Service, and click Edit. 6. Click the Locations tab. 7. Add the Communication Manager location to the Selected Locations list. 8. Click the Save icon. 9. Click the Connectors tab. 10. Enable the required connectors. 11. Click Save. March 2017 Administering Avaya Oceana Workspaces 18

19 Initial configuration for Avaya Oceana Creating a server for Unified Collaboration Administration About this task Unified Collaboration Administration (UCA) is an Avaya Breeze service that stores static administration data for the Avaya Oceana Solution. Avaya Control Manager uses the UCA ReST API to add agent, attribute, provider and resource information to the Avaya Breeze components in an Avaya Oceana Solution. Configure the UCA URL connection information for Avaya Control Manager. 1. Log on to the Avaya Control Manager interface as an administrator. 2. Click the Configuration Portal tile. 3. Click the Avaya Oceana tile. 4. Click the Server Details tab. 5. Click the + icon. 6. In the Alias field, type UCAServer. 7. In the API URL field, type the URL of the UCA ReST interface. For example, type UCAStoreService/uca. 8. In the Username field, type the username. 9. In the Password field, type the password. 10. Click Save. Adding the UCA server to a location 1. Log on to the Avaya Control Manager interface as an administrator. 2. Click the Configuration Portal tile. 3. Click the Locations tile. 4. Select the location to which you want to assign the UCA server, and click Edit. Select the same location that you will associate with Communication Manager. 5. Click the Systems tab. 6. Click Add. 7. In the System Type field, click Avaya Oceana. 8. In the System Name field, click the name of the UCA server that you added. March 2017 Administering Avaya Oceana Workspaces 19

20 Avaya Control Manager configuration 9. Click Save. The system displays a warning message to indicate that changing the server location can make existing data unreachable. 10. Click Confirm. Assigning a location to the UCA proxy server 1. Log on to the Avaya Control Manager interface as an administrator. 2. Click the Configuration Portal tile. 3. Click the Services tile. 4. Click the UCA Proxy tile. 5. Verify that the UCA proxy is administered with the correct host name or IP address. The default port is Double-click the UCA proxy entry. 7. Click the Location tab. 8. Move the location that you want to use to the Selected Locations pane. 9. Click Save. Creating variables by using Avaya Control Manager About this task Communication Manager vectors use variables to improve efficiency. Different types of variables are available to meet different types of call processing needs. Depending on the variable type, variables can use either call-specific data or fixed values that are identical for all calls. In either case, an administered variable can be reused in many vectors. The Avaya Oceana Solution has three initial vectors: Ingress Vector: To initiate the adjunct route. Routing Vector: To collect the digits containing the agent ID set by the Adjunct Route application. RONA Vector: To handle voice Redirect On No Answer (RONA) scenarios. These vectors are used by the corresponding Vector Directory Numbers (VDNs). The Avaya Oceana Solution vectors require two variables: The Routing Vector requires a variable used to collect agent id. March 2017 Administering Avaya Oceana Workspaces 20

21 Initial configuration for Avaya Oceana The Avaya Oceana Solution vectors require a persistent variable. This variable is used to differentiate between the type of call ingress-elite anchored or adjunct route path, or web voice or Avaya Breeze anchored path. 1. Log on to the Avaya Control Manager interface as an administrator. 2. Click the Avaya Control Manager tile. 3. Click the AVAYA tab. 4. Click the Variable tab. 5. Select the row for variable A, and click the Edit icon. 6. In the Description field, type Adjunct Route Digits. 7. In the Type field, click Local. 8. Click Save. 9. Select the row for variable B, and click the Edit icon. 10. In the Description field, type Adjunct Route Flag. 11. In the Type field, click Persistent. 12. Click Save. Adding provider, skills, VDNs, and extensions to UCAServer 1. Log on to the Avaya Control Manager interface as an administrator. 2. Click the Configuration Portal tile. 3. Click the Avaya Oceana tile. 4. Click the Server Details tab. 5. Double-click the UCAServer server. 6. Click the Providers tab. 7. Click the Add icon. Steps 8 to 11 describe how to add a provider for voice. Similarly, you can add providers for Chat, , SMS, POM, and Social by specifying the provider IP address or URL in the Address field. 8. In the Type field, click AOC_Provider_Voice. 9. In the Name field, type the same name as the providerid value while creating the CSC attributes in the Communication Manager list. This name must match the Communication Manager name configured for providerid in the CSC Communication Manager list for CSC attributes. March 2017 Administering Avaya Oceana Workspaces 21

22 Avaya Control Manager configuration 10. In the Address field, type the Work Assignment routing VDN. For example, 11. Click the Save icon. 12. Click the System Properties tab. 13. In the Context Store, Omni Channel, and RONA sections, provide appropriate values. 14. Click After Contact Work. 15. To enable after contact work, select the Enable After Contact Work check box. 16. To permit agents to extend after contact work, select the Allow agent to extend ACW check box. 17. In the After Contact Work Timer field, type the after contact work time. After an agent completes an interaction, Avaya Oceana Workspaces displays the after contact work card for the duration set in the After Contact Work Timer field. You can specify a value from 5 to 999 seconds in this field. 18. Click Workspaces. 19. Provide appropriate values in the General and Co-Browse sections. 20. In the Global Screenpop Behaviours section, do the following: a. If a separate screen-pops must be displayed when agents accept an interaction, select the Launch external Screen-pops on Agent Accept check box. b. If an internal screen-pop widget must be displayed when agents accept an interaction, select the Display internal Screen-pops Widget first on Agent Accept check box. 21. In the Supervisor section, do the following: a. If Avaya Oceana Workspaces must notify the agent when the supervisor observes an interaction, select Notify Agent Being Observed by Supervisor. b. If Avaya Oceana Workspaces must permit supervisors to change the status of the agents in their team, select Supervisors Can Modify Agent State c. In the Supervisor Reporting Dashboard URL field, type the reporting dashboard URL. 22. Provide appropriate values in the Workspace Widget Library section. 23. To enable Avaya Workforce Optimization Select integration, select Avaya Workforce Optimization Select Enabled. 24. Click the Save icon. 25. Click the Skill tab. 26. Click the required hunt group skill and click the icon. The system moves the skill to the Selected Skill section. 27. Click the VDN tab. 28. In the Avaya Oceana VDN Type field, click Ingress. March 2017 Administering Avaya Oceana Workspaces 22

23 User management 29. Click the ingress VDN and click the icon. 30. Click the Save icon. 31. In the Avaya Oceana VDN Type field, click Routing. 32. Click the routing VDN and click the icon. 33. Click the Save icon. 34. In the Avaya Oceana VDN Type field, click RONA. 35. Click a RONA VDN and click the icon. 36. Click the Save icon. 37. Click the Extensions tab. 38. Click the required stations or extensions and click the icon. 39. Click the Save icon. User management Adding Site, Department, and Team to Avaya Control Manager About this task Add the organizational tree site, departments, and team information. The organizational tree manages users, sites, departments, and teams in an organizational chart. The following are the organizational hierarchy level: Site Department Team 1. In the Avaya Control Manager Portals page, click the Avaya Control Manager tile. 2. Click Organization tree > >. 3. In the Site Name field, type a site name. 4. (Optional) In the Site Description field, type a description for the site that you want to add. 5. In the Site Location field, click a location that you want to use. 6. Click the Save icon and click the Close (X) icon. 7. Do the steps again to create departments and teams. For more information, see Configuring Avaya Control Manager. March 2017 Administering Avaya Oceana Workspaces 23

24 Avaya Control Manager configuration Adding a new user 1. Log on to the Avaya Control Manager interface with administrator credentials. 2. On the Avaya Control Manager webpage, click Avaya Control Manager tile. The system displays the Users tab by default. 3. On the Users tab, click a team, and click Add. The system displays the User Details page. 4. Enter appropriate information in the required fields. For information about all fields on the Avaya Control Manager web page, see Using Avaya Control Manager. 5. To export the user to an external system using Avaya Control Manager, click Export to external system(s). 6. In the Available Applications pane, assign the user to the Avaya Oceana application or more applications. 7. In the LDAP Username field, type the username used in Authentication server. You must specify the LDAP Username in the address format. For example, type user1@avaya.com. 8. In the Username field, type a user name. 9. In the Password field, type a password for a user. 10. In the AVAYA Login field, type the Elite agent login ID. If the Profile is Agent and AVAYA Login is populated, this agent is added to Elite. If the AVAYA Login field does not have a value, the agent is not added to Elite, and therefore cannot handle Avaya Oceana voice contacts. Use this option only for contacts that do not handle voice contacts. 11. In the Extension field, type the station associated with the agent. 12. Click Save. 13. Select the Permissions tab. 14. Select whether the user is an agent or supervisor. 15. Click Save. 16. Click the Avaya Oceana tab. 17. In the Account (Provider Names) column, select the providers that the users will support. The providers available are Voice, , SMS, Chat, SMS, CoBrowse, Team Builder, Social, and Outbound. March 2017 Administering Avaya Oceana Workspaces 24

25 User management If you select inbound channels such as , SMS, Chat, and Voice, you cannot select the Outbound provider. If you select voice in the Account (Provider Names) column, ensure that you specify an extension in step In the Multiplicity column, type the number of contacts the user is permitted to handle at a time. For example, some users are proficient enough to handle one contact and 2 chat sessions at one time. For that agent, put 1 in the row and 2 in the Chat row. 19. In the Supervisor field, select the supervisor to which the user is assigned. 20. Select the Prompt agent for extension number at login field to display the default extension for the user while logging in, and permit changing the extension. This option is useful if Hot Desking is enabled for the user. If this option is not selected, the user is logged in with the default extension. 21. Click Save. 22. Select the Attributes tab. 23. Move the attributes to be assigned to the user from the left pane to the right pane. 24. Click Save. Adding attributes to a user 1. Log on to the Avaya Control Manager interface as an administrator. 2. Click the Avaya Control Manager tile. 3. From the Users tab, select a user. 4. Click the Attributes tab. 5. Select the required attributes, and click >. 6. Click the Save icon. Importing agents 1. Log on to the Avaya Control Manager interface as an administrator. 2. On the Avaya Control Manager webpage, click the Avaya Control Manager tile. The system displays the Users tab by default. 3. Click >. March 2017 Administering Avaya Oceana Workspaces 25

26 Avaya Control Manager configuration 4. Click Browse to navigate to the directory where the excel file is located. 5. Select the excel file that you want to import and click Open. 6. Click Upload. 7. In the File to Import field, click the excel file that you want to import. 8. To get a sample copy of the Excel file, click the Get Sample button. 9. In the Select Import Destinations section, select any one of the following options: Choice Option DB CM CMS Dictionary only PDS AIC Externals QM IQ CM and DB CMS and DB CM and CMS All Choice Description Added only to the Avaya Control Manager database. Added only to the Communication Manager, and not to Avaya Control Manager. Added to the CMS only. Added to the Proactive Dialer System. Added to the Avaya Interaction Center. Added to the configured external system. Added to the Quality Monitoring system. Added to the IQ system. Added both to Avaya Aura Communication Manager and to Avaya Control Manager. Added both to the CMS and to Avaya Control Manager. Added both to Avaya Aura Communication Manager and to CMS. Added to all systems. 10. Click Import. The import process is asynchronous. The system does not send any notification when the process completes. You can continue working in the system during the import process. For more information, check the importer log files place at: Avaya Control Manager 7.1.2\Services\ACCCM Importer\Logs. For information about the bulk import function, see Configuring Avaya Control Manager. Searching users About this task You can search users from the Avaya Control Manager users list by names, login name, or extensions. But you cannot search for teams, departments, or sites. 1. On the Avaya Control Manager webpage, click the Avaya Control Manager tile. March 2017 Administering Avaya Oceana Workspaces 26

27 Configuration for Avaya Oceana Workspaces The system displays the Users tab. 2. In the search field, type a search keyword, and click button. You can find any user with the following criteria: Full Name User Name Avaya Login Extension Cloning an agent About this task With the clone option, you can create an agent that copies most of the properties of the original agent. 1. On the Avaya Control Manager webpage, click the Avaya Control Manager tile. The system displays the Users tab. 2. On the Users tab, double-click the agent from which you want to create a clone. 3. Select the agent and click the Clone user button. Depending on the profile selected, the system copies different properties. Note: You must provide values for the properties that the system does not copy. Configuration for Avaya Oceana Workspaces Configuring CRM integration About this task Avaya Oceana Workspaces can integrate with Customer Relationship Management (CRM) systems. For Avaya Oceana Workspaces 3.2, the system can integrate with SalesForce. Refer to the following SalesForce documentation to help you administer this integration: March 2017 Administering Avaya Oceana Workspaces 27