Administering Avaya Control Manager for Avaya one-x Agent Central Management

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1 Administering Avaya Control Manager for Avaya one-x Agent Central Management Release 7.1 Issue 1.1 February 2016

2 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya may generally make available to users of its products and Hosted Services. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. 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BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants You a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a Administering Avaya Control Manager for one-x Central Management 2

3 license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to You. Software means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, pre-installed on hardware products, and any upgrades, updates, patches, bug fixes, or modified versions thereto. Designated Processor means a single stand-alone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. Instance means a single copy of the Software executing at a particular time: (i) on one physical machine; or (ii) on one deployed software virtual machine ( VM ) or similar deployment. License types Named User License (NU). 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AN AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS MUST BE AUTHORIZED IN WRITING BY AVAYA AND IF THOSE HOSTED PRODUCTS USE OR EMBED CERTAIN THIRD PARTY SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT SOFTWARE OR CODECS, THE AVAYA CHANNEL PARTNER IS REQUIRED TO INDEPENDENTLY OBTAIN ANY APPLICABLE LICENSE AGREEMENTS, AT THE AVAYA CHANNEL PARTNER S EXPENSE, DIRECTLY FROM THE APPLICABLE THIRD PARTY SUPPLIER. WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED THE G.729 CODEC, H.264 CODEC, OR H.265 CODEC, THE AVAYA CHANNEL PARTNER ACKNOWLEDGES AND AGREES THE AVAYA CHANNEL 3 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

4 PARTNER IS RESPONSIBLE FOR ANY AND ALL RELATED FEES AND/OR ROYALTIES. THE G.729 CODEC IS LICENSED BY SIPRO LAB TELECOM INC. SEE THE H.264 (AVC) CODEC IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ("AVC VIDEO") AND/OR (II) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Compliance with Laws Customer acknowledges and agrees that it is responsible for complying with any applicable laws and regulations, including, but not limited to laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the country or territory where the Avaya product is used. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: or such successor site as designated by Avaya. Security Vulnerabilities Information about Avaya s security support policies can be found in the Security Policies and Support section of Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow ( Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation, Hosted Service(s), and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: for product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 4

5 Contents Contents... 5 Chapter 1: Introduction... 8 Purpose... 8 Intended audience... 8 Reason for reissue... 8 Related resources... 8 Documentation...8 Training Avaya Mentor videos Support Chapter 2: Overview Key features Architecture overview Architecture diagram Deployment options All-in-one server deployment Remote SQL server deployment Multiserver deployment Chapter 3: Using the one-x Agent Central Management administration portal Avaya Control Manager one-x URL Logging on to Avaya Control Manager one-x Logging out of Avaya Control Manager one-x Planning a client configuration in Avaya Control Manager one-x Chapter 4: Administering users Importing users into Avaya Control Manager one-x Adding users in Avaya Control Manager one-x Deleting users Searching users Activating or deactivating a user Editing user details Chapter 5: User groups in Avaya Control Manager one-x Group assignment logic Creating a user group Editing user groups Administering Avaya Control Manager for one-x Central Management 5

6 Searching a group Deleting groups Removing users from a group Chapter 6: Managing the location data Importing the location data Editing the location data Deleting the location data Chapter 7: Managing Avaya Control Manager one-x templates Creating templates Searching a template Editing templates Deleting templates Configuring the Telephony Login settings Configuring Alternate Server Addresses Configuring the Agent Login settings Configuring the Login IM settings Viewing Phone Numbers Configuring the Work Handling settings Configuring the Audio Greetings settings Configuring the Screen Pop settings Configuring the Launch Application settings Configuring the Directory settings Configuring the Work Log settings Configuring the Desktop Integration Configuring the Voice Mail Integration settings Configuring the Codes settings Importing codes Adding a new codes Configuring the Event Logging settings Configuring the Outlook Contacts settings Configuring the Dialing Rules settings Configuring the touch tone shortcuts Configuring the stroke count codes Configuring the Video-Basic settings Configuring the Video Advanced settings Configuring the IM settings Configuring the IM Responses settings Configuring the TTY-General settings Configuring the TTY- Abbreviations settings Administering Avaya Control Manager 7.1 for one-x Agent Central Management 6

7 Configuring the Call Handling settings Configuring the User Interface settings Chapter 8: Managing contacts Importing multiple contacts Adding a contact list Adding members to contact list Editing contact list member details Deleting contact list members Attaching contact list to templates Searching a contact list Sorting a contact list Detaching a contact list from a template Chapter 9: Managing Domains Creating a domain Searching a domain Editing a domain Deleting a domain Chapter 10: Managing Domain Groups Creating a domain group Searching a domain group Editing a domain group Deleting a domain group Chapter 11: Authentication modes and LDAP integration Standard Authentication LDAP Root LDAP Credentials Mixed Authentication Chapter 12: Integrating the Avaya Control Manager one-x portal with Avaya Control Manager Integrating Avaya Control Manager one-x with Avaya Control Manager Managing agents and users from Avaya Control Manager Creating agents from Avaya Control Manager Creating users in Central Management from Avaya Control Manager Managing permissions from Avaya Control Manager Index Administering Avaya Control Manager 7.1 for one-x Agent Central Management

8 Chapter 1: Introduction Purpose This document describes how to administer the functioning of Avaya Control Manager for Avaya one-x Agent Central Management. Intended audience This document is intended for people who want to administer Avaya Control Manager for Avaya one-x Agent Central Management. Reason for reissue The following section was updated: Documentation Related resources Documentation The following table lists the related documents for Avaya Control Manager. Download the documents from the Avaya Support website at Title Installation and Configuration Installing Avaya Control Manager Configuring Avaya Control Manager Avaya Control Manager Quick Installation and Configuration Description This document describes how to install Avaya Control Manager. This document also provides information about the software and hardware requirements and installation checklist. This document describes how to configure Avaya Control Manager. This document also provides information about enabling the connectors and configuring the components of Avaya Control Manager. This document describes how to install Avaya Control Manager using Express mode. This document also provides information about how to configure Avaya Aura Administering Avaya Control Manager 7.1 for one-x Agent Central Management 8

9 Title Administration Administering Proactive Outreach Manager through Avaya Control Manager Avaya Control Manager Port Matrix Events and Alarms Avaya Control Manager Support for SNMP Messages Using Using Avaya Control Manager Using Avaya Control Manager Central License and Traffic Tracker Using Avaya Control Manager Conversation Sphere Using Avaya Control Manager API Using Avaya Control Manager with Avaya Voice Portal/Experience Portal sample application Upgrading Upgrading Avaya Control Manager Description Communication Manager and Avaya Call Management System with Avaya Control Manager. This document describes how to administer the functioning of Proactive Outreach Manager through Avaya Control Manager. This document describes the port usage for Avaya Control Manager. This document describes the SNMP notifications for Avaya Control Manager. This document also provides information about the specific events that occur in the environment. This document describes how to use Avaya Control Manager. This document also describes the features and capabilities of Avaya Control Manager. This document describes how to use Avaya Control Manager Central License and Traffic Tracker. This document also describes the features and capabilities of Avaya Control Manager Central License and Traffic Tracker. This document describes how to use Avaya Control Manager Conversation Sphere. This document also describes the features and capabilities of Avaya Control Manager Conversation Sphere. This document provides an overview of Avaya Control Manager API. This document also describes how to use Avaya Control Manager API for integrating the Avaya Control Manager provisioning server. This document describes how to use Avaya Control Manager with Avaya Voice Portal or Experience Portal. This document describes how to upgrade Avaya Control Manager from the earlier releases to the current release. The document includes upgrade checklist, upgrade procedures, and verification procedures for each supported upgrade path. 9 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

10 Training The following courses are available on the Avaya Learning website at After logging into the website, enter the course code or the course title in the Search field and click Go to search for the course. Course code Virtual Trainings 8C00010E 8C00110E Traditional Trainings 4C00070V 4C00071V Online Test Course title Knowledge Access: ASPS - Avaya Control Manager Knowledge Access: Avaya Control Manager for Administrators Avaya Control Manager Implementation and Maintenance Avaya Control Manager for Administrators 5300 Avaya Control Manager Implementation and Maintenance Online Test Avaya Mentor videos Avaya Mentor videos are available to provide technical content on how to install, configure, and troubleshoot Avaya products. Videos are available on the Avaya support site, listed under the video document type, and on the Avaya-run channel on YouTube. To find videos on the Avaya support site, select the product name, and check the videos checkbox to see a list of available videos. Note: Videos are not available for all products. To find the Avaya Mentor videos on YouTube, go to and perform one of the following actions: Enter a key word or key words in the Search Channel to search for a specific product or topic. Scroll down Playlists, and click the name of a topic to see the available list of videos posted on the site. Support Visit the Avaya Support website at for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 10

11 Chapter 2: Overview The Avaya Control Manager system is a centralized operational administration solution that provides a comprehensive solution for administrators to support day-to-day operations. Avaya Control Manager complements the Avaya Contact Center suite by integrating the management and administration tasks of various contact center entities. With the Avaya Control Manager system, administrators can unify, streamline, and centralize the management of Avaya Aura Contact Center operations. In addition, the administrator can track events and take necessary action to meet customer needs. The Avaya Control Manager system is for Avaya customers using different Avaya Contact Center Business Unit products and solutions. The Avaya Control Manager system integrates with a Unified Communication infrastructure based on Avaya Aura Communication Manager and Avaya Aura Session Manager. Avaya Control Manager integrates with and supports operational administration of Avaya Contact Center suite, including the following: Avaya Modular Messaging Avaya Call Management System Avaya IQ Avaya Aura Call Center Elite Multichannel Avaya Interaction Center Avaya Voice Portal Avaya Aura Experience Portal Avaya Proactive Contact Avaya Proactive Outreach Manager Avaya Aura System Manager Avaya Aura Messaging Avaya Aura Session Manager Avaya Aura Application Enablement Services Avaya one-x Agent Avaya Aura Workforce Management Avaya Aura Contact Center with Elite customers who use a blended environment (Voice on Elite with Multimedia on AACC) Non-Avaya third-party Workforce Optimization solution Key features 11 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

12 Centralized management and administration of all contact center applications. Personalized thin client application interface. Real-time monitoring and historical analysis of agents, skills, Vector Directory Numbers (VDNs), campaigns, and other business data. Visual call flow designer and vector management. Role-based permissions and multi tenancy support. Full Microsoft Active Directory integration with single sign-on (SSO) functionality. Architecture overview The Avaya one-x Agent Central Management feature is part of Avaya Control Manager and includes the following three components: Component Central Management Database Configuration Service Administration Portal Description A database that stores the configuration of Avaya one-x Agent clients. A Web service that communicates with Avaya one-x Agent clients for authentication and retrieving and storing client data. A Web portal for administrators to manage the profiles of Avaya one-x Agent client and other administrative parameters. You can install the components on a single server or distribute the components across servers in your environment. For more information on deployment options, see Deployment options. Architecture diagram The following diagram shows the Avaya one-x Agent Central Management architecture: Administering Avaya Control Manager 7.1 for one-x Agent Central Management 12

13 1. The Avaya one-x Agent client sends an HTTP or HTTPS request to the centralized admin Web service layer. You can distribute the Web services across the 1-N servers. 2. Each Web service request reaches the Avaya Control Manager database with the user credentials. 3. The Database layer retrieves the entire configuration of the required agent. 4. Avaya one-x Agent receives the configuration data as an XML file that the application layer generates. Deployment options You can deploy Avaya one-x Agent Central Management in several architectures. This section provides the topics for the available deployment options. All-in-one server deployment With all-in-one server deployment, you can deploy all Avaya one-x Agent components on a single server. A single server can also deploy all Avaya Control Manager components. 13 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

14 Remote SQL server deployment With the remote SQL server deployment, you can deploy the Avaya Control Manager one-x Configuration Service and Web Administration on a single server. You can also deploy all Avaya Control Manager components using the remote SQL server. A remote SQL Server stores the Avaya one-x Agent database. Multiserver deployment With the multiserver deployment, you can deploy multiple Avaya Control Manager one-x Configuration Services. A central database server hosts the Avaya Control Manager one-x database. You can also install multiple servers that host the Web administration interface. Use the multiserver deployment option for High Availability (HA), which is required for the Avaya one-x Agent features. For information on High Availability deployment, please contact Avaya Professional Services. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 14

15 15 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

16 Chapter 3: Using the one-x Agent Central Management administration portal Avaya Control Manager one-x URL The Avaya one-x Agent client stores the path to the Avaya Control Manager one-x URL in a registry key on the Avaya one-x Agent client server. The system stores the registry key in: HKEY_LOCAL_MACHINE > SOFTWARE > Avaya > Avaya one-x Agent > Settings. The key name is CentralManagementUri. The value that appears is: of the Avaya Control Manager one-x server/acccmonex/ If you configured the Avaya Control Manager system to work with Avaya one-x Agent in SSO mode, the URL is: of the Avaya Control Manager one-x server/acccmonexcfgsso/ Logging on to Avaya Control Manager one-x Prerequisites Get the user name and password for Avaya Control Manager one-x. Ensure that you install one of the following browsers: Microsoft Internet Explorer 9 or Internet Explorer 10 in Compatibility mode Administering Avaya Control Manager 7.1 for one-x Agent Central Management 16

17 1. In a browser type: in the address bar. Where <host> is the Fully Qualified Domain Name (FQDN) or the IP address of Avaya Control Manager one-x server. 2. If you are upgrading to Avaya one-x Agent 2.5 while using Avaya one-x Agent 2.0, you must change the port to Log on to the Avaya one-x Agent Central Management Web interface as an administrator. 4. Enter the user name and password in the User name and Password fields. The default user name and password is itnv. Tip: If you log on to Avaya Control Manager one-x for the first time after installing the application or if you do not have user credentials assigned, log in as onexagentcm with password oxacm01 or sroot with password sroot01. After logging on to the Avaya Control Manager one-x Web console, you can create users with the Web Administrator role for subsequent logins. Note: If you are not an administrative user in the system, ensure that the user name in the Avaya Control Manager one-x console exists in Active Directory. Click Login. The system logs you into the Avaya Control Manager one-x Web application as a user. Logging out of Avaya Control Manager one-x Prerequisites Before logging out of Avaya Control Manager one-x, ensure that you save the changes made to the page. 1. Click Logout on the top right corner of the page. Planning a client configuration in Avaya Control Manager one-x This section provides guidelines that you can follow to perform a client configuration using Avaya Control Manager one-x. Use the follow instructions to optimize your efforts in configuring a client setup: 1. Plan the setup. Collect information about the number of profiles that agents might handle. Identify common and distinguishing requirements for each profile and accordingly plan for creating templates. Before the setup, determine the number of templates required. 2. Create the templates. 17 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

18 After determining the client requirements and the profiles that agents need to handle, create templates in the Manage Templates section of Avaya Control Manager one-x. Initially, you can only create the structure of the template and name the required template. You can later configure the template in detail, as the number of requirements arises. The templates that you create serve as profiles for each agent handling calls for your specific profile. 3. Create agent groups. Create agent groups and assign Avaya one-x Agent users to groups. When you assign templates to agents or groups of agents, each template creates a profile for each agent with the same name as the template. You can also assign templates to agents or a group. 4. Assign templates to agent groups. Assign the corresponding template to each agent group. The groups inherit the user configurations and other settings of the template and share a common configuration for the assigned profile. 5. Define your users. Define your users by individually creating user details from the Manage Users screen. You can also create user lists using a comma separated values (CSV) file. Use the example CSV file, from the Import Users page of Avaya Control Manager one-x, to create a user list with respective user roles and templates to which you must assign the users. By creating the user list, you can save the configuration efforts of each user on Avaya Control Manager one-x. You must ensure that you assign role and templates correctly in the CSV file. A typographical error can prevent the user assignment to a correct role or template. Users cannot log on to Avaya one-x Agent if you do not assign users to a template. Therefore, you must assign all users a high-level template or the default template. 6. Import the CSV file of users. To use the CSV file of users, you must import the CSV file into Avaya Control Manager one-x. The system assigns the users to the corresponding roles and templates that you created before importing. 7. Assign users to the appropriate groups. Assign users to the appropriate groups based on the profile. 8. Assign supervisors to groups. The system assigns the supervisor roles to users when the system completes importing the roles from the CSV file. However, you must assign supervisors to a user group that the supervisors manage at this stage. The system adds the user group to the supervisors contact list automatically. 9. Create contact lists and assign to a template. Create contact lists of clients for whom you created the templates. Assign each contact list to the corresponding template. Thus, the agent groups assigned to the templates inherit the contact list. 10. Configure templates. Assign features and permissions to the template according to the contact center setup and the client profiles for which you created the template. 11. Set up any hot-desking locations. Set up any hot seating locations using the Manage Location Data page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 18

19 Chapter 4: Administering users Importing users into Avaya Control Manager one-x With Avaya Control Manager one-x, you can perform a bulk user import, with respective user credentials, roles, templates, and groups. To perform a bulk import, the user data must be available in a tab-delimited file. Note: For a sample tab-delimited file, see the example link on the Import Users page. Click the example link, save the CSV file to your computer as a Unicode Text file, and add the user details to the file. The Unicode Text file saves the data in the tab-delimited format. If you saved the user details to a local computer as a CSV file, you can import users with the data to Avaya Control Manager one-x by saving and importing the CSV file as a Unicode Text file. Note: When the system imports a user from the Unicode Text file that already exist in Avaya Control Manager one-x, the system adds the roles, templates, and groups. The import of existing users does not replace, delete, or duplicate the users from the list of users in the Manage Users section of Avaya Control Manager one-x console. Tip: Create groups and templates that you plan to assign to the users before importing users. You can then directly add template names in the tab-delimited file and configure or change the templates later. Prerequisites To import users, you must first save the user credentials in a Unicode Text file. The order of column headings in the tab-delimited file must be as follows: Column heading User name First Name Last Name Role: one-x Agent Role: one-x Agent Supervisor Role: Web Administrator Description The Avaya one-x Agent user name that the system stores in Avaya Control Manager one-x. User's first name. User's last name. User s address. To assign a user to an Avaya one-x Agent role, enter Y or Yes in the Role: one-x Agent column. If not, leave this field blank. To assign a supervisor to an Avaya one-x Agent role, enter Y or Yes in the Role: Avaya one-x Agent Supervisor column. If not, leave this field blank. To assign a supervisor to an Avaya one-x Agent administrator, enter Y or Yes in the Role: Avaya one-x Agent Administrator column. If not, leave this field blank. 19 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

20 Column heading Template: <default> Group: <group name> Description As indicated, substitute <default> with the template name that you want to assign to the user. Enter Y or Yes in this column against the user name to assign the template. Multiple columns can correspond to the templates in Avaya Control Manager one-x. However, ensure that the template names match the names in Avaya Control Manager one-x. Replace <group name> with the exact name of the user group in Avaya Control Manager one-x. You can create multiple columns for the groups in Avaya Control Manager one-x to which you want to assign users. However, the group names must exactly match the names in Avaya Control Manager one-x. Enter Y or Yes in the group columns against the user name to assign the user to the group. Caution: When you add data to a file, do not delete or overwrite the header row of the Unicode Text file. To use the import option, the format of the Unicode text file must be same as the specification mentioned in the table. Then, perform the following tasks: 1. Log into the Avaya Control Manager one-x portal. Then system displays the following page. 2. From the Avaya Control Manager one-x Central Management navigation menu, click Import Users. The system displays the following page: Administering Avaya Control Manager 7.1 for one-x Agent Central Management 20

21 3. On the Import/Export Users page, click Browse next to the File field to locate the Unicode text file. 4. After you select a file in the Choose File to Upload dialog box, click Open. 5. Click Import to import users listed in the Unicode text file. Adding users in Avaya Control Manager one-x Prerequisites Ensure that in Active Directory, you defined all users that you add to or import from the CSV file into Avaya Control Manager one-x. 1. On the Avaya Control Manager one-x home page, click the Users tab. The system displays the Manage Users page. 2. Click the Add button. The system displays the following page: 21 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

22 3. On the Details page, enter appropriate values in the fields as mentioned in the following table: Field Username First Name Last Name Password Authentication Type Description The user name of the user. The first name of the user. The last name of the user. The password for the user to access the application. The address of the user. The authentication type for the user. Avaya Control Manager one-x supports the following authentication types: DB User Standard: Use the DB User Standard option if you set the authentication type as database user name and set the password authentication with the information stored in the Avaya Control Manager Avaya one-x Agent database. LDAP Root: Use the LDAP Root option if you set the authentication as SSO with the user domain credentials. For LDAP root authentication, you must configure the Avaya one-x Agent client to support SSO. For more information, see Installing and configuring Avaya one-x Agent guide. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 22

23 Field Domains Contact Center Roles one-x Agent one-x Agent Supervisor Web Administrator Roles Web Administrator Description LDAP Credentials: Use the LDAP Credentials option for mixed authentication that uses the username and password and authenticates the users with the organizations LDAP source. The domain in which the user will exist. For more information, see LDAP Root LDAP Credentials Mixed Authentication. The contact center roles for the user. You can select multiple user roles for the user. Assign the one-x Agent role to users using Avaya one-x Agent in a contact center. Users with the one-x Agent role have the following rights and restrictions: Users can use the privileges assigned through Avaya Control Manager one-x, but do not have permission to change the privileges. Users can change their settings on the Avaya one-x Agent user interface if you have marked the fields as modifiable from Avaya Control Manager one-x. Users with one-x Agent role do not have access to the Avaya Control Manager one-x Web interface. When you select this role, the system displays the Assigned Template and Agent Permissions tabs. Assign the one-x Agent Supervisor role to users who manage and service observe agents through My Team group. Users with the one-x Agent Supervisor role also have all privileges of the Avaya one-x Agent role and access to the Avaya Control Manager one-x Web interface. When you select this role, the system displays the My Team tab in addition to the Assigned Template and Agent Permissions tabs. Selecting this role also selects the one-x Agent role. The Web Administrator role for the user. Assign the Web Administrator role to users who perform the tasks on the Web Administrator interface. Web Administrators are also responsible for troubleshooting any technical issue. Although Web Administrators have all the privileges of Avaya Control Manager one-x, the administrators do not have access to Avaya one-x Agent, because they are not the intended end users. 23 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

24 Note: If you save the user without selecting any role, the system saves the user without assigning any role to the user. 4. Click the Group Membership tab to assign a group to the user. The system displays the following page: 5. In the Available Group list, select a single group or multiple groups to which you want to add the user. 6. Click the right arrow button to add the selected groups to the Selected Groups list. 7. If you selected the one-x Agent role, click the Assigned Template tab. The system displays the following page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 24

25 8. In the Available Templates list, select required templates. 9. When you assign the template to the corresponding user, the system generates a profile for the corresponding user with the same name as the template that was assigned. 10. A user cannot log on to Avaya one-x Agent unless you assigned a template to the user. On assigning multiple templates to the users, the system generates multiple profiles for corresponding user with the same names as the respective template that you assigned. The Preferred profile remains unchanged. In other words, the first template that the system assigns to the profile is marked as the Preferred profile. Note: For a hot-desking user, the system replaces the location data in the assigned template (login extension and login password) with the new location data of the user. 11. Click the right arrow button to add the selected templates to the Selected template list. 12. Click the Agent Permissions tab. The system displays the following page. 25 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

26 13. In the Agent Permissions section, select appropriate options as described in the following table: Field Use Instant Messaging (IM) IM Contacts Not in Their Contact List Can Use Soft TTY Allow Desktop Sharing Description An option that allows the user to use the instant messaging application to communicate with other users. An option that will allow the user to user to send instant messages to contacts outside the contact list of the user. Avaya one-x Agent (SIP) release does not support this feature. An option that decides whether to allow the user to share the desktop or not. A user can share the desktop with the other user through the IM session or internal telephone calls within the contact list and Presence Services. After selecting this option, you can click the drop-down list and select the percentage of the desktop area that you want to share. 14. In the General Settings section, select appropriate options as described in the following table: Field Delete Agent Setting From Desktop On Exit Description Use this option to delete the current profile of the Avaya one-x Agent on the local computer and to upload the changes to Avaya Control Manager one-x when an agent logs out. If the agent cannot log on to Avaya Control Manager one-x, the Delete agent settings from desktop on Exit option allows the agent to log on using the last used profile. The system saves the previous settings to the local cache and then uses the same to Administering Avaya Control Manager 7.1 for one-x Agent Central Management 26

27 Field Time Between Client Configuration Save Minutes Description authenticate the agent and log on to Avaya one-x Agent. The system displays a message to the agent to select the Use emergency configuration option to log on to Avaya one-x Agent. Use this option to specify the interval between saving the user profile data modifications to Avaya Control Manager one-x while logged in. 15. If you have selected the one-x Agent Supervisor role, click the My Team tab. The system displays the following page. 16. On the My Team page, you can view the members of the user group assigned to the user. The My Team page displays the details of group member, groups, , and user name. You can sort the Group member, , and Username columns in ascending and descending order and the system aligns the corresponding details accordingly. 17. You can also click the First, Prev, Next, and Last links to navigate the list of team members if the list is long. Note: When you assign a template to a user, the system generates a profile for the user with the same name as the assigned template. 18. Click Save to add the user to Avaya Control Manager one-x. Deleting users Perform the following steps to delete a user from Avaya Control Manager one-x. 1. On the Avaya Control Manager one-x home page, click the Users tab. The system displays the Manage Users page. 27 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

28 2. In the users list, select the check box corresponding to the user that you want to delete. 3. Click the Delete button. 4. Click OK on the confirmation message dialog box to confirm the delete. Searching users Avaya Control Manager one-x provides a quick search option to find users from the Central Management user list. You can search users by names, roles, templates, or active state. 1. On the Avaya Control Manager one-x home page, click the Users tab. The system displays the Manage Users page. 2. In the search field, enter the first name, last name, or the user name of the user that you want to search. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 28

29 3. You can also search the users based on the roles. To search users based on the assigned roles, enter the role name as mentioned in the following table: Role one-x Agent one-x Agent Supervisor Web Administrator Description To search users assigned with the one-x Agent role. To search users assigned with the one-x Agent Supervisor role. To search users assigned with the one-x Agent Web administrator role. 4. Click the Search button to search the user according to the specified text. The system displays the users that match the text that you specify. 5. To clear the search result and search again, click the Clear button. Activating or deactivating a user Administrators can prevent or grant access to an Avaya Control Manager one-x navigation and Avaya one-x Agent for users by adjusting the Activation or Deactivation fields. When administrators deactivate a user, the system displays an Operation Failed message when the user attempts to log on to Avaya one-x Agent. But all configurations remain attached to the user. On activation, agents can log in using the last saved configuration data. Prerequisites Ensure that user details are present in Avaya Control Manager one-x. 29 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

30 1. On the Avaya Control Manager one-x home page, click the Users tab. The system displays the Manage Users page. 2. Perform one of the following steps: To activate a user, select the check box corresponding to the user name in the Active column. To deactivate a user, clear the check box corresponding to the user name in the Active column. Editing user details The Web administrator can edit the following user details: All details on the User Detail tab. User groups assigned on the Group membership tab. Templates assigned on the Assigned Template tab. User permissions assigned on the Agent permissions tab. Prerequisites The user must be a Web Administrator and must have appropriate permissions. 1. On the Avaya Control Manager one-x home page, click the Users tab. The system displays the Manage Users page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 30

31 2. In the list of users, either select a user and click the Edit button or double-click the user name. 3. On the Details page, enter the appropriate values in the fields. 4. Click the Group Membership tab and select required groups for the user. 5. Click the Assigned Template tab and select an appropriate template for the user. 6. Click the Agent Permissions tab and select appropriate options in the Agent Permissions section and General Settings section. 7. Click Save. The system applies the changes to the user setting and saves the user settings to Avaya Control Manager one-x. Note: If the user is a member of a group, you cannot remove the roles and templates assigned to the user through the group. To remove roles and templates, you must first remove the user from the group, and then remove the user role or the template for the corresponding user. 31 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

32 Chapter 5: User groups in Avaya Control Manager one-x A user group in Avaya Control Manager one-x is a collection of users having either the same role or handling the same business area. You can create a group and assign one or more supervisors, roles, and templates to the group. The system applies the group assignments to each member of the group. Therefore, administrator can define the CM properties. The system adds the supervisors, who are assigned to the group, to the contact list of each member of the group. The system adds the supervisors in My Supervisors under a new My Supervisors entry on the Avaya one-x Agent Contact List window. You can create, edit, delete, and filter groups using Avaya Control Manager one-x. You can also use a CSV file to perform bulk import of group definitions with assigned templates and users. Group assignment logic When you assign a user to a group, the user inherits the configuration from the group. The following section explains the logic behind the group assignment process. The table describes what happens when you assign a role to a user. The first two columns represent the user state before the assignment to the group and the two last columns represent the user state after the assignment. Existing profile Existing role Updated profile Updated role None None Group profile Group role Yes None Original profile Group role Yes Yes Original profile Group role None Yes Group profile Group role When you remove a user from a group, the user keeps the assigned profile and assigned role. Creating a user group 1. On the Avaya Control Manager one-x Central Management navigation menu, click User Groups. The system displays the Manage Groups page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 32

33 2. Click Add. The system displays the Group Detail page. Note: The system displays the Templates tab only when you select one-x Agent or one-x Agent Supervisor role. 3. On the Group Details page: a. In the Group Name field, enter the name of the group. b. (Optional) Click the Group Supervisor field and select the supervisor of the group. c. Note: If you select a supervisor, the system displays the group members in the My Team list of the supervisor. 4. Click the Roles tab. a. In the Contact Center Roles and Web Administrator Roles areas, select the required role for the group. You can select one of the following Contact Center or Web Administrator roles: one-x Agent one-x Agent Supervisor Web Administrator 5. Click the Templates tab. a. In the Available Templates field, select the template that you want to use for the user group. b. Click the right arrow button to add the selected template to the Selected Templates field. For more information about templates, see Central Management templates on page Click the Members tab. a. Click the Add button. The system displays the Available Members page. 33 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

34 b. In the list, select the check box corresponding to the user that you want to add in a group. Tip: You can use the Search option to search for a particular user based on Name, Role, and Member or Non-group member parameters. c. Click the Insert button. 7. Click Save. Editing user groups You can change the following group details: Group name and supervisor User roles assigned to the group The number of group members Perform the following steps to make the necessary changes in the group details: 1. On the Avaya Control Manager one-x Central Management navigation menu, click User Groups. The system displays the Manage Groups page. 2. In the list of groups, select a group and click the Edit button or double-click the group. 3. On different tabs, enter appropriate values in the fields. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 34

35 4. Click Save. Searching a group 1. On the Avaya Control Manager one-x Central Management navigation menu, click User Groups. The system displays the Manage Groups page. 2. In the search field, enter the group name or user role of the group that you want to search. 3. Click the Search button to search the user group according to the specified text. The system displays the groups that match the text that you specify. 4. To clear the search result and search again, click the Clear button. Deleting groups The Avaya Control Manager wizard does not remove the system databases during the Avaya Control Manager removal process. You must remove the database manually. Note: Deleting a group does not delete users or roles from the Avaya Control Manager one-x server. The system does not remove the roles assigned to users after deleting the group. 35 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

36 1. On the Avaya Control Manager one-x Central Management navigation menu, click User Groups. The system displays the Manage Groups page. 2. In the groups list, select a check box corresponding to the user group that you want to delete. 3. Click the Delete button. 4. Click OK on the confirmation dialog box. The system deletes the selected group. Removing users from a group The Avaya Control Manager wizard does not remove the Avaya Control Manager databases during the removal process of the Avaya Control Manager system. You must remove the Avaya Control Manager databases manually. Perform the following steps to remove the Avaya Control Manager database manually: 1. On the Avaya Control Manager one-x Central Management navigation menu, click User Groups. The system displays the Manage Groups page. 2. In the list of groups, select a group and click the Edit button or double-click the group. 3. Click the Members tab. 4. In the members list, select the check box corresponding to the member that you want to remove. 5. Click the Delete button. 6. Click OK on the confirmation dialog box. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 36

37 Chapter 6: Managing the location data With location data, you can assign agents to hot-desk. That is, agents can log on to the Avaya one- X Agent client from any desk or location and retrieve their profiles with customized settings and user data. Using Avaya Control Manager one-x, you can predefine the location data for desktops that you use for hot-desking. For each desktop, you can specify a Host Name, Extension, Password, and Call Server address. The system authenticates an agent at user login from a desktop identified as a hot-desk. Then, the Avaya one-x Agent client updates the Extension and Password fields on the Login window with the telephone settings for the new desk. The agent can begin work immediately after assuming full configuration. After you log out from the system, the central server stores all user data. Importing the location data Prerequisites Before importing location data, you must create a CSV file. The example CSV file is available in the Import Location Data page. You must save the sample excel file to the local directory as a.csv file, open the locationexample.csv file, and assign the location data, as appropriate. Note: Rename the locationexample.csv file to prevent instances of similar files in the system. You can use the file for future use. The locationexample.csv file contains the following columns: Colum Host Name Extension Password Call Server Address Description The host name is the name of computer that agents use. The extension number of the endpoint for the host. For example, type the extension as The extension password. For example, you must type the password as password while importing the location data and set the password in the editing location data. Otherwise, the system prompts an agent for password on login. The IP address or FQDN of Call Server, for example, pbx.example.com. Important: Do not remove the row that contains the column headings. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 37 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

38 The system displays the Manage Location Data page: 2. Click the Import button. 3. On the Import/Export Location Data page: a. Click the Browse button next to the File field. b. Select a file and click Open. c. Click Import. 4. The system imports the location data to the database. You can check the new location data on the Manage Location Data page. 5. If the system does not import the data correctly or if the system displays an error message, then you must verify the CSV file. Editing the location data Prerequisites The location list must be present on Avaya Control Manager one-x. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. The system displays the Manage Location Data page: Administering Avaya Control Manager 7.1 for one-x Agent Central Management 38

39 2. In the Search field, enter the host name or extension number to search the required location. The system displays the following page: 3. In the locations list, either select a location and click Edit or double-click the location to make the required changes. 4. Make the required changes and click Save. Deleting the location data 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. The system displays the Manage Location Data page with a list of configured locations. 3. In the Search field, enter the host name or extension number to search the required location. The system displays the following page: 4. Select the check box corresponding to the location that you want to delete. The system displays the following page: 5. Click Delete. 6. In the confirmation dialog box, click OK to confirm the deletion. 39 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

40 Chapter 7: Managing Avaya Control Manager one-x templates A template is a collection of user settings. Using templates, you save time and effort in user configuration. As an administrator, you can create a template and assign the template to a user or a user group. When you assign a template to a user, the system generates a user profile with the same name as the template. The system applies the saved template settings to the generated profile for a user. You can restrict the users from changing all or specific profile settings. You can create the templates based on the business requirement and expertise. However, if an agent changes the fields in the profile generated by a template, these changes permanently override the original profile settings generated from the original template assignment. For example, if you create a template containing a value that is not optimal for an agent, the agent can edit that value on the desktop. The system changes the modified value back to Central Management in the respective profile of an agent. The agent can then edit fields that are not set as read-only but can take advantage of all the other settings that you configured. The system displays the read-only fields with a check box. If you do not see a check box adjacent to the fields, the Avaya one-x Agent client user can edit these fields. In some configurations, only the All on this page option is available, which sets the fields for the corresponding page as read-only. Administrators must mark the read-only fields to avoid inconvenience to users who might use the various features of the Avaya one-x Agent client daily. You can edit the template that you have assigned to users. The system saves the templates immediately and applies the changes to the templates in the subsequent logon. The system applies the changed settings with other settings to the profile when the user logs on to the application. Similarly, the system updates any change made to the profile through the Avaya one-x Agent client and applies the new profile in the next successful log on. Creating templates Avaya Control Manager one-x provides you the ability to create and use templates. Perform the following steps to create a new template. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 40

41 Note: If you have logged on to the Avaya Control Manager one-x Web interface for the first time, the system only displays the default template. 3. Click the Add button. The system displays the following page: 4. In the Name field, enter a unique template name. 5. In the Welcome Message field, enter another welcome message. Note: The system displays the welcome message on the Welcome Avaya one-x Agent client window. 6. In the left pane, you can click the buttons for various options and fill appropriate values in the fields. 7. Click Save. 8. Click OK on the message dialog box. The system adds the new template file. 41 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

42 Searching a template 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. Note: If you have logged on to the Avaya Control Manager one-x Web interface for the first time, the system displays only the default template. 3. In the Search field, enter the text by which you want to search a template. 4. Click the Search button. The system displays the templates that match with the text that you specify in the Search field. 5. To find the filtered templates, click the Previous Result or Next Result link. 6. To clear the search result and search again, click the Clear button. Editing templates Perform the following steps to edit an existing template. Important: Before you make configuration changes to one-x templates, you must ensure that all Avaya one-x agents are logged out. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 42

43 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, either select a template and click Edit or double-click the template you want to edit. 4. Enter appropriate values in the fields. 5. Click Save. Deleting templates 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, select the check box corresponding to the template that you want to delete. 4. Click Delete 5. In the confirmation dialog box, click OK to confirm. 43 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

44 Configuring the Telephony Login settings Perform the following steps after selecting the template to configure the Telephony Login settings. The system displays the Manage Templates page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. The system displays the Login Telephony page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 44

45 4. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) check box. 5. Enter appropriate values in the fields as mentioned in the following table: Field Enable Automatic Connection To Communication Manager Extension Password Description The check box to enable to enable the automatic login. The extension number of the agent for Avaya Aura Session Manager to identify the phone number each time the agent logs in to the system. The password of the agent for the extension number. Signaling Protocol The signaling protocol. For example, SIP or H323. Transport SIP Domain Remember Password For Next Login CM Auto Answer Support Required Warn if Another User Logged into Extension Server Address Port License Type Place And Receive Calls Using 6. Click Save. The transport protocol. The SIP domain. The check box to remember the specified password at the time of next log in. The check box to enable the support for CM auto answer. The check box to enabling warning when another user is logged into the extension. The IP address of the Communication Manager server. The port number to access the Communication Manager server. The required license type. The method by which the agent connects to the phone. Configuring Alternate Server Addresses With the Alternate Server Address feature, you can specify alternate registration servers, if the main registration server defined on the telephony login screen is unavailable. Note: The Alternate Server Address feature is independent of the Alternate Gatekeeper function available in the Communication Manager server. Communication Manager computes the Alternate Gatekeeper List at each registration and then provides to the endpoint during a successful Registration, Admission and Status (RAS) process. The Alternate Server feature, on the other hand, is to set up a successful RAS session to begin with. 45 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

46 Prerequisites Get all alternate server addresses. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Alternate Server List. The system displays the Alternate Server List page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) check box. 6. Click Add. Note: The system enables the fields to enter a value. 7. Select the Read only check box to mark the IP Address field as read-only in the Avaya one-x Agent user interface. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 46

47 8. In the IP Address field, enter the IP Address or FQDN of the alternate server. 9. In the Port field, enter the port number to access the specified alternate server address. The system displays the IP addresses and port numbers in the Alternate Servers fields. 10. In the Maximum Attempts for each server field, specify the number of attempts the system must make to connect to each server before switching to the next defined server. 11. Click the Insert button to add the specified server to the server list. 12. To add multiple servers, perform the above Steps again. 13. Use the Up and Down buttons to arrange the order of the servers the system must try in a sequence. 14. Click Save. Configuring the Agent Login settings Perform the following steps after selecting the template to configure. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Login - Agent. The system displays the Login Agent page. 47 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

48 5. Enter appropriate values in the fields as mentioned in the following table: Field Automatically Sign Into The ACD Server Enable ACD Login Agent Password Description An option to automatically sign in to the ACD server. A check box to enable the ACD login. The agent extension number. The password for the agent to log in. 6. To mark all fields as read-only for Avaya one-x Agent client users, select the Select read only values option. 7. Click Save. Configuring the Login IM settings Perform the following steps after selecting the template to configure. The system displays the Manage Templates page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 48

49 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Login - IM. The system displays the Login - IM page. 5. Enter appropriate values in the fields as mentioned in the following table: Field Enable IM Login Automatically Connect To IM Server User ID Password Domain Remember Password For Next Login Description An option to enable logging to the instance messenger. Connect to the IM server with the previous successful registration. The IM ID of the agent. Agent password. Domain name of the IM server. Save the credentials for subsequent login attempts. 49 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

50 Field IM Server Address Description The IP address of the server on which the instant messenger is installed and configured. 6. Click Save. Viewing Phone Numbers Perform the following steps after selecting the template to configure. The system displays the Manage Templates page. You can only view or specify the phone numbers that the agent has set to use as Other Phone for receiving calls. Phone numbers relate to a specific user, and you can set phone numbers only in a User profile. To add a phone number, go to Manage Users, select a user, add or select a profile, and then edit the user profile to add the Other Phone configuration that the user can use. Prerequisites The agent must add additional phone numbers to view the numbers on the page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Phone Numbers. The system displays the Phone numbers page with the list of phone numbers if an agent has added the phone number as Other Phone. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 50

51 5. In the Phone List field, select a phone number. The system displays the phone name and phone number in the Phone name and Phone number fields, respectively. 6. As an administrator, you can add phone numbers by editing a user profile on the Manage Users page. 7. Click Save. Configuring the Work Handling settings These settings control how the agents must receive calls on the Avaya one-x Agent client. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 51 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

52 4. In the System section in the left pane, click Work Handling. The system displays the Work Handling page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Select read Only (For Client) option. 6. To set the required work handling behavior, select appropriate options in the fields as mentioned in the following table: Field Transition To Ready State Work Items Communication Manager Ready Mode Description Define the agent transition state after the agent releases the call. The With Aux Reason Code option is only available for the Manual-Ready option. Select the appropriate option to accept incoming work items. When an agent sets the option to Auto-Accept, the system accepts calls automatically. Select Auto-In for Communication Manager to perform the work handling. If the agent selects Auto-In, the system disables the Work Handling panel settings. Do not use this function for the normal operation of Avaya one- X Agent. 7. Click Save. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 52

53 Configuring the Audio Greetings settings Agents can record prerecorded audio greetings as standard responses for specific clients or skills according to the template. An agent can configure greeting triggers to play a specific audio greeting on receiving calls from specific numbers, VDNs, or Prompted Digits. Prerequisites Agents must add a greeting to the system. Perform the following steps after selecting the template to configure. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Audio Greetings. The system displays the Audio Greetings page. 53 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

54 5. Click the Add button. 6. To mark all fields as read-only for Avaya one-x Agent client users, select the Select read only values option. 7. Enter appropriate values in the fields as mentioned in the following table: Field Name Description Auto Play Match ANI Digits Match Criteria Match VDN digits Match Criteria Match Prompted Digits Match Criteria Description Enter the name of the audio greetings. Describe the audio greetings. Choose an appropriate setting. Specify the ANI digits. Specify the location in the ANI digits to find the digits. If you set the Match Criteria to From Right option, the digits in the Match ANI Digits field must match the last digit in the ANI number for the system to play an agent greeting. Specify the VDN digits. Specify the location in the VDN digits to find the digits. Specify the prompted digits. Specify the location in the prompted digits to find the digits. 8. Click the Insert button. 9. Click Save. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 54

55 Configuring the Screen Pop settings Screen Pops are applications, Web pages, or information that the system displays to agents when a call arrives. Screen Pops can appear to an agent at a specified stage of the call, for example, while ringing, when answered, when missed, or when released. You can also set Screen Pops to appear for outbound calls. The system triggers Screen Pops for incoming and outgoing calls for specific numbers and VDNs. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Screen Pop. The system displays the Screen Pop page. 55 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

56 5. To enable a screen pop for the current template, select Enable Selected Screen Pop For This profile. 6. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For Client) option. 7. Enter appropriate values in the fields as mentioned in the following table: Field Screen Pop Name Address Or URL Of Program Command Line Parameters Description The name of the screen pop. The IP address or the URL of the screen pop program. To open a remote application containing reference to a Web application as a screen pop, type a valid Web address, for example, type To use a windows application as a screen pop, specify a valid directory path of a windows application, for example, type C:\Program Files\Adobe\Acrobat 7.1\Acrobat\Acrobat.exe. The parameter value for the screen pop program. Each call can contain a called name (%n), number (%m), Administering Avaya Control Manager 7.1 for one-x Agent Central Management 56

57 Field Trigger On One Of Inbound Call Is Description prompted digits (%p), VDN (%v), UUI (%u), Start time (%s), or Date (%d). For example, if you want the screen pop to start for a call originating from a VDN number, type An option to set the screen pop trigger for the inbound call. You can select from one of the following options: Ringing Answered Missed Released Outbound Call Is An option to set the screen pop trigger for the outbound call. You can select from one of the following options: Connected Released Trigger Only When The Vdn is An option that you can select for the screen pop to start when an incoming call appears on a specific VDN. You must enter a valid VDN in the field. Caution: In Communication Manager, create VDNs that are not more than 15 characters long so that a VDN can match with multiple VDNs. 8. Click the Insert button. 9. Click Save. Configuring the Launch Application settings You can set the applications that an agent can open from the Launch Application icon on the Avaya one-x Agent client interface. These applications can be important for accounts or skills for which the template is created. Important: While specifying the application path, ensure that you have stored the applications at the specified location across all Avaya one-x Agent client systems. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 57 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

58 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Launch Applications. The system displays the Launch Applications page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For Client) option. 6. Click the Add button. The system enables the fields to enter the data. 7. Enter appropriate values in the fields as mentioned in the table: Field Application Name File, Folder, Or URL To Launch Description Description The name of the application. The file and folder path of the application or the URL of the application. The description of the application. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 58

59 Field Parameters To Pass Default Directory Description The parameters that you want to pass to launch the thirdparty application from the client interface. The default directory path to assign a default directory to start a launch item from the client interface. 8. Click the Insert button. 9. Click Save. Configuring the Directory settings Use Public Directory to gain access to a corporate or public directory services. The directory functions as a Lightweight Directory Access Protocol client (LDAPv2 or LDAPv3). You must create and configure the service with Avaya one-x Agent to import or search a contact in the public directory (LDAP). Perform the following steps after selecting the template to configure. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Directory. The system displays the Directory page. 59 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

60 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) option. 6. Click the Add button. The system enables the fields to enter the data. 7. Enter appropriate values in the fields as mentioned in the table: Field Name Server Address Username Password Search Root Port Description The name of the directory. Type the network domain or IP address of the Public Directory server. Type a valid user name if the Public Directory server requires authorization. Type the password. Specify an LDAP format string representing the information type. For example, ou=people, o=mycompany.com indicates that the system used information under the organization unit of people within the organization of mycompany.com for the search. For information about Base DN or Search Root strings, see the documentation for the LDAP system and company database configuration. Type the port number for secure connection. To use secured port, you must specify any value other than 389. Timeout Specify the search time out in seconds, for example, type 30. Max Entries Specify the maximum entry to return, for example, type Administering Avaya Control Manager 7.1 for one-x Agent Central Management 60

61 Field Blind Option Description Select an appropriate option. 8. Click the Insert button. 9. Click Save. Configuring the Work Log settings You can configure the system to save the work record types on the IM transcripts for IM interactions in Work Log. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Work Log. The system displays the Work Log page. 61 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

62 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For Client) option. 6. Select the options as mentioned in the following table: Field Log Incoming Calls Log Outgoing Calls Log Incoming IMs Save Transcripts Log Outgoing IMs Save Transcripts Log Incoming TTYs Save Transcripts Log Outgoing TTYs Save Transcripts Days To Keep Contact Records In History Description Select work logs that the system must save on the desktop of the agent. Select work logs that the system must save on the desktop of the agent. Select work logs that the system must save on the desktop of the agent. Select work logs that the system must save on the desktop of the agent. Select work logs that the system must save on the desktop of the agent. Select to save the transcripts. Select work logs that the system must save on the desktop of the agent. Select to save the transcripts. Select work logs that the system must save on the desktop of the agent. Select to save the transcripts. Specify the number of days the system must store the work log records. 7. Click the Insert button. 8. Click Save. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 62

63 Configuring the Desktop Integration 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Desktop Integration. The system displays the Desktop Integration page. 5. Select the options as mentioned in the following table: Field Enable Dialing Number from Internet Explorer Enabling Dialing Number from FireFox Description Select this option for agents to dial a phone number that the system displays on the Microsoft Internet Explorer web browser. Select this option for agents to dial a phone number that the system displays on the Firefox web browser. 6. Click Save. 63 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

64 Configuring the Voice Mail Integration settings You can integrate the voice mail support with a template. The voice mail system is available to the users who are assigned to the template and have the ability to send and receive voice mails. The service is available only if an extension, to which a user is registered, has a Message Waiting Light defined. Prerequisites Voice Mail Integration is only available for those extensions that have a Communication Manager Message Waiting Lamp translated. Perform the following steps after selecting the template to configure. The system displays the Template Detail page. You can associate the voice mail messages with a telephone, an application, or a Web browser. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Voice Mail Integration. The system displays the Voice Mail Integration page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 64

65 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For Client) option. 6. Select the options as mentioned in the following table: Field Enable Message Access Dial This Number Start This Application Open Web Page Description Select this option and click one of the Dial This Number, Start This Application, or Open Web Page options. Select Dial This Number and specify the voice mail number in the field to integrate the voice mail service with a phone. Select Start This Application to integrate the voice mail service through a third-party voice mail application. Select Open Web Page and specify a valid address in the field to integrate the voice mail service with a third-party web server. 7. Click Save. Configuring the Codes settings Following are the categories of codes that agents can send to Communication Manager with their work. Code Auxiliary Description Agents select from the set of codes to specify the reason entered the Auxiliary Agent state. For example, agents might be away to attend team meetings, trainings, for lunch, or other miscellaneous activities. You must ensure that you create codes for all practical reasons for which agents need to stay in auxiliary status. 65 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

66 Code Logout Supervisor Work Description Agents select from the Agent Logout Codes set of codes to provide reasons for logging out of Communication Manager CD. The user can stay connected, but not logged on to the ACD as an agent. For example, an agent might log out for end of shift, change of desks, medical emergency. While creating the Logout codes, you must anticipate the reasons for which agents can use a logout codes and create the logout codes accordingly. Supervisors select codes from the Supervisor category to assign reasons at the supervisor level. You must anticipate supervisor activities while creating these codes and reasons. Agents select the Call Work Codes to add to ACD tasks. The codes describe the call so that that an enterprise can track the calls. Examples of digit strings to Communication Manager, similar to all other types of codes: bad audio, unhappy customer, repeated calls from the customer for the same problem, or an agent needs assistance to resolve a customer problem. Note: For traditional code entry, these codes must be numeric. The Avaya one-x Agent client associates the names to these numeric codes to assist the agent in selecting the appropriate codes. The system sends only the numeric code assigned to each text string to Communication Manager and the reporting systems. In Avaya Control Manager one-x, you can import codes from a CSV file by downloading the CSV format from the reason code example link on the Codes page. You can store the file locally and create codes and assign reasons under the relevant categories. You can export the codes in the CSV format, edit the file, if required, and then import the CSV file again to update the codes. Read the CSV file column descriptions on the Codes page and create codes accordingly. Importing codes You can import codes into a template from a formatted CSV file. An administrator can use this sample CSV file. These codes are available to users who have profiles generated from the template. That is, users with template assigned to them specifically or to any group to which the users belong. Central administrators can only add and edit code content through the CSV file import mechanisms. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 66

67 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Codes. The system displays the Codes page. 5. Click the Category field and select the category for the code that you want to create. 6. Click the Import button. The system displays the Import Codes page. 7. Click the Browse button and select the Unicode Text file you want to import. 67 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

68 8. After selecting the Unicode Text file, the system displays the path of the Unicode Text file in the File field. 9. Click Import. 10. Click Save. Adding a new codes 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Codes. The system displays the Codes page. 5. Click the Category field and select the category for the code that you want to create. 6. Click the Add button. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 68

69 7. In the Code field, enter the code. 8. In the Name field, enter the name of the code. 9. Click the Insert button. 10. Click Save. Configuring the Event Logging settings Configure event logging to record event logs of various levels for Avaya one-x Agent application. Note: The event logging error and information relate to the Avaya one-x Agent application. The logs are useful only for maintenance engineers. Prerequisites Ensure that you know various logging levels and the remote host address where the system must save the logs. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Event Logging. The system displays the Event Logging page. 69 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

70 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) option. 6. Click the Logging Level field and select the required logging level. 7. Click the Appender field and select the format of the logging. 8. In the Remote host for central logging field, enter the host name or IP address for central logging of event logs. You can use the Remote host for central logging field only if you have set the Remote syslog logging. If the Remote host for central logging field is blank, the system stores the error or event logs on the agent's computer. 9. Click Save. Configuring the Outlook Contacts settings You can import Outlook Contacts into the agent Avaya one-x Agent Contact List. You can configure the Outlook Contacts to a template assigned to an agent or a group of agents or directly edit a user profile. Prerequisites Get the required credentials and location addresses. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Outlook Contacts. The system displays the Outlook Contacts page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 70

71 5. In the Exchange Server Address field, enter the Microsoft Outlook exchange server address. 6. In the User Name and Password fields, enter the user name and password of the exchange server. 7. In the Domain field, enter the exchange server domain name. 8. In the Timeout field, enter the time-out in seconds. The system sets the time interval after which a search for contact expires. 9. Click Save. Configuring the Dialing Rules settings The dialing rules depend on the country and location of your Communication Manager. The dialing rules help the system to distinguish extensions from trunk calls, based on the length of the dialing string. The dialing rules ensure that the system uses the right Automatic Route Selection (ARS) code, modifies the digits according to the Communication Manager and the PSTN requirements. Avaya one-x Agent 2.5 supports authorization and usage of carrier code, which is mandatory in some countries. Dialing Rules is an optional feature used to prevent access to expensive telephony resources, often international calling, by unauthorized users. You or an Avaya one-x Agent user can enter an authorization code in a user profile, and the types of telephone calls that require the authorization. The Avaya one-x Agent client automatically appends the authorization code as required so the user does not have to enter the authorization code when the user makes a call. Perform the following steps to configure the dialing rules for the selected template: 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 71 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

72 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Dialing Rules. The system displays the Dialing Rules page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) option. 6. Enter the values in the fields as mentioned in the following table: Field Number To Dial To Access Outside Line Your Country Code Description The number to gain access to an outside line. In North America, the number is set to 9. In Europe, the number is set to 0. For example, type 9 to access the outside line for agents located in North America. The code of the country from which you are accessing Communication Manager. For example, type 212 for agents accessing Communication Manager from New York. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 72

73 Field Your Area/City Code Number To Dial For Long Distance Calls Number To Dial For International Calls Length Of Internal Extension Numbers Length Of National Phone Numbers (Including Area/City Code) Include Area/City Code When Making A Local Call Add Long Distance Prefix On Local Calls Description The code of the area or city from which you are accessing Communication Manager. For example, type 1, for agents accessing Communication Manager from in North America. In regions that support multiple local calling area codes, enter the area codes as a comma-separated list. For example, type 305,720 to make local calls to both these area codes. The long distance prefix number of Communication Manager. For example, type 1 for agents in North America. The prefix that your country requires for international calls. For example, type 011 for agents in North America. The length of the internal extension calls. If you specify the multiple extension lengths, the Avaya one-x Agent client on the agent's desktop performs the exact matches. When you assign the length of the internal extension number, the Avaya one-x Agent client treats the dialed number consisting of the selected number of digits as an internal extension. Communication Manager can have multiple length extension numbers. For example, if your company supports internal threedigit, five-digit, and seven-digit extensions, type 3, 5, and 7. You must use a comma to separate the values. The length of the national long distance number. The number must also include the code used to identify a city or an area. For example, type 10, for agents in North America. If agents are accessing Communication Manager, where the region supports variable national phone numbers, specify the length of the valid telephone numbers as a comma separated list. For example, if the region supports telephone numbers with both 10-digit and 11-digit numbers, type the values as 10, 11. An option to prefix the area code with a number when an agent makes a local call. For example, if an agent dials a telephone number, the system prefixes the area code number defined in the Local Calling Code field and dials the telephone number. An option that you want the system to prefix the area code before an agent makes a local call. For example, if an agent dials a local telephone number, the system prefixes a long distance code number defined in the Number To Dial For Long Distance Calls field, and dials the local telephone number. 73 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

74 Field Time Period of Pause (Comma) in dialing (in seconds) Display Confirmation Window Before Dialing A Number Description The period for each comma character in the dialing field before dialing the next digit. By default, the system sets the value to 2 seconds. You can specify any value between 1 to 10 seconds. An option to enable the system to confirm before the agent dials a number. 7. To define authorization and carrier codes, perform the following steps: a. Select the Enable authorization code option to enable an authorization code. b. In the Authorization code field, type an authorization code for the corresponding profile. The system administers the Authorization codes in Communication Manager. c. If you want an agent to make an external call using authorization and carrier code, select one or all the following options, as appropriate: To make local calls using authorization code, select On local calls. To make national long distance calls using authorization code, select On national long distance calls. To make international calls using authorization code, select On international long distance calls. 8. To make all fields read-only for the user, select the All on this page option. 9. Click Save. Configuring the touch tone shortcuts The touch tone shortcuts are available to the agents on the Dialpad window. Perform the following steps to configure how the touchtone shortcuts must appear on the Avaya one-x Agent client. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 74

75 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Touch Tone Shortcuts. The system displays the Touch Tone Shortcuts page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) option. 6. Click the Add button. The system enables the fields on the page to enter the values. 7. In the Name field, enter the name of the shortcut. 8. In the Number field, enter the telephone number. 9. Click the Insert button. 10. Click Save. Configuring the stroke count codes Perform the following steps to configure how the stroke count codes must appear on the Avaya one-x Agent client. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 75 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

76 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the System section in the left pane, click Stroke Count Codes. The system displays the Stroke Count Codes page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) option. 6. Click the Add button. The system enables the fields on the page to enter the values. 7. In the Name field, enter the name of the stroke count code. 8. In the Number field, enter the code number. 9. Click the Insert button. 10. Click Save. Configuring the Video-Basic settings You can configure the basic video permissions, such as, whether or not agents can use the video calls. Also, you can set the default behavior of the video window for agents making or receiving a call. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 76

77 Prerequisites The agent must have a Web camera. The agent must enable the Video support during the client installation. Perform the following steps after selecting the template to configure. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the Agent section in the left pane, click Video Basic. The system displays the Video Basic page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) option. 6. Select the appropriate options based on the descriptions in the following table: 77 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

78 Options Enable Video Calls Broadcast Video Automatically Automatically Close Video Window Open Video Window Automatically, On Login Allow Playing Video File Description Enables the video call feature on the Avaya one-x Agent client. The Enable video calls option is available for users of the profile or template where video is administered. Starts the video broadcast immediately after the agent accepts the call on the Avaya one-x Agent client. Closes the video window immediately after the agent ends the video call on the Avaya one-x Agent client. Opens the video window in the preview mode automatically when the agent logs on to the Avaya one-x Agent client. With this option, an agent can share a video file on the video file session on the Avaya one-x Agent client. 7. Click Save. Configuring the Video Advanced settings The configuration set for the video template is available to all agents assigned a video template. Perform the following steps after selecting the template to configure. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the Agent section in the left pane, click Video Advanced. The system displays the Video Advanced page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 78

79 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Select read only values option. 6. Select appropriate options as described in the following table: Fields Video Quality Image Sharpness Motion Smoothness Video System Performance Balanced Video Optimized Application Optimized Audio Buffer Size 7. Click Save. Description Select the appropriate option. Select the appropriate option. Select the appropriate option. Select the appropriate option. Select the appropriate option. Select the appropriate option. Configuring the IM settings You can configure an IM message that the systems sends as a greeting message when an agent begins an IM session. In addition, this section also explains how you want the system to alert an agent for an incoming IM request. 79 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

80 Prerequisites Presence Services must be a part of the server installation for contact center. Perform the following steps after selecting the template to configure. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the Agent section in the left pane, click IM Settings. The system displays the IM Settings page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Select read only values option. 6. Select the appropriate options from the following fields: Administering Avaya Control Manager 7.1 for one-x Agent Central Management 80

81 Options Description Display The Main Window Displays the Avaya one-x Agent main application window with an incoming IM request on the Avaya one-x Agent client. Display IM Window Flash Icon Greeting Show IM Status As "Away" After 7. Click Save. Displays the IM window with the incoming message on the Avaya one-x Agent client. Flashes the Avaya one-x Agent icon on the task bar for an incoming IM request on the Avaya one-x Agent client. Configures an automated greeting response for the template. When an IM session starts, the system sends the preconfigured message to the other participant on IM window. Sets the agent's IM status to Away in the absence of action on the desktop. The system takes the value from the time interval specified in the Show IM status as "Away" after field. Configuring the IM Responses settings The system uses the text that you define as a commonly used response that the agents can use. You can customize the responses for specific skills or clients for which the template is created. Conversely, you can also view the responses that agents have set if you allow agents to modify the field. Prerequisites Install Presence Services to use Instant Messaging and related settings. Perform the following steps after selecting the template to configure. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 81 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

82 3. In the templates list, double-click a template to edit. 4. In the Agent section in the left pane, click IM Responses. The system displays the IM Responses page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) option. 6. Click Add. The system enables the fields to add the values. 7. In the Response field, enter the IM response. 8. Click the Insert button. 9. Click Save. Configuring the TTY-General settings Perform the following steps after selecting the template to configure. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 82

83 The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the Agent section in the left pane, click TTY General. The system displays the TTY-General page. 5. In the Greeting field, enter the greeting message and suffix with the abbreviation GA. For example, to greet a TTY caller with a Good Morning message, type Good Morning-GA in the Greeting field. 6. Select the Always Show TTY Button In Voice Interaction option to display the TTY button for every call on the agent desktop. 7. Select the Show TTY Window On Every Voice Call option to open the TTY window for every incoming call to an agent. 8. Select the Show TTY Window When A Call Comes For A Number Listed Below option to display the TTY only for calls originating from the specified numbers in the panel. Then, perform the following steps: 9. To mark all fields as read-only for Avaya one-x Agent client users, select the Select read only values option. 83 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

84 10. Click Add to add the phone number. The system enables the Phone Number field to enter a value. 11. In the Phone number field, enter the phone number. 12. Click the Insert button. The system adds the number to the TTY list. 13. Click Save. Configuring the TTY- Abbreviations settings Central Management provides predefined abbreviations that the North American region uses during a typical TTY interaction. Since the abbreviations are standard for TTY interactions, you cannot modify the standard abbreviations. Perform the following steps after selecting the template to configure. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the Agent section in the left pane, click TTY Abbreviations. The system displays the TTY-Abbreviations page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 84

85 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Select read only values option. 6. Click Add to add a new abbreviation. The system enables the fields to add the value. 7. In the Short Key field, enter the abbreviation. 8. In the Meaning field, enter the meaning of the abbreviation. 9. In the Literal Meaning field, enter the expansion of the abbreviation. 10. Literal Meaning can be a literal text to derive the abbreviation. For example, the abbreviation for Be Right Back can be BRB and Go Ahead can be GA. 11. In the Description field, enter more information, if any. You can repeat step 3 to add multiple abbreviations. 12. Click the Insert button. 13. Click Save. Configuring the Call Handling settings You can configure certain call handling settings for agents. These include, transferring calls, adding participants to a conference, or putting a call on hold when switching between two or more calls. You can also control the incoming call settings. Perform the following steps after selecting the template to configure. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. 85 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

86 3. In the templates list, double-click a template to edit. 4. In the Agent section in the left pane, click Call Handling. The system displays the Call Handling page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Select read only values option. 6. Select appropriate options for call handling. 7. Click Save. Configuring the User Interface settings You can set options to change features of the user interface for an agent. Perform the following steps after you select the template to configure User Interface settings. The system displays the Template Detail page. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 86

87 2. Click the Templates tab. The system displays the Manage Templates page. 3. In the templates list, double-click a template to edit. 4. In the Agent section in the left pane, click User Interface. The system displays the User Interface page. 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Select read only values option. 6. Select appropriate options for the user interface. 7. In the Number of entries per screen field, enter the number of work log entries that the Work Log window must display on the agent desktop. 8. Click Save. 87 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

88 Chapter 8: Managing contacts With Contact lists, you can add a group of related contacts to multiple agent or supervisors contact list. You can create any number of contact lists in Central Management. You can create contact lists based on the business type, account, or any other category. Contact list stores the name, telephone numbers, and addresses of each contact. You can also tag a contact to the favorite list or add to the speed dial list. When you assign a contact to a template, the contact lists appear in the Contact List column corresponding to the template name in the Manage Templates page. You can point the mouse in the Contact List column in the template name to view all the contact lists to the template in the tool tip text. Similarly, all the users assigned to the same template can view the contacts in the Contact List window of their respective Avaya one-x Agent application. You can import multiple contacts into the same contact lists in Central Management. You can also import various other contact details with the contact names, which appear on the Avaya one-x Agent client Contact List window. With the bulk import feature, you save the effort and time required for adding contacts to the contact list. Importing multiple contacts You can import multiple contacts into a contact list in Central Management. Importing multiple contacts saves the time and effort required to add individual contact with the contact details to the contact list. The system displays the new contact in the Contact List window of the Avaya one-x Agent client user interface. To import multiple contacts, the contacts and the respective contact details must be in a Unicode Text file in the specified sequence. You can download a sample CSV file from the example link on the Import Contacts page of Avaya one-x Agent Central Management and save the file as a Unicode Text file. If you have an earlier CSV file with data, you can save the file as a Unicode Text file and import in Central Management. Tip: You can create templates that you plan to assign to the contacts before importing contacts. By doing so, you can add template names in the Unicode Text file and save your time and effort of assigning templates after import. You can configure or edit templates later. Prerequisites The contact lists to which you are adding contacts must exist in Central Management. To import contacts, you must save the names of the contacts and other related details in a tabdelimited file. If the contacts CSV file does not exist, perform the following steps: 1. Open the Import Contact page from the Central Management navigation menu. 2. Click the example link, and export the file to your computer. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 88

89 3. Open the contactexample.csv file, and enter the details in the following order of column headings: Column names List Name First Name Last Name Column values Enter the name of the contact list in Central Management to which you want to add the contact. You must specify the exact contact list name in the List Name column. If the contact list name does not match the name in Central Management, the system does not add the contact to the contact list. Enter the first name of the contact. Enter the last name of the contact. Favorite Type Y or Yes to set the contact as a system wide favorite. Type N or No to not set the contact as a favorite. Speed Dial Type Y or Yes if you want the contact as system wide speed-dial. Type N or No if you do not want the contact as a speed-dial. Work Home Mobile Enter data in the two columns of Work. The first column specifies the work number and the second specifies if the work number must appear on speed-dial. In the first column, type the work phone number. In the second column, do one of the following: Type Y or Yes if you want the contact work number to be on a speeddial. Type N or No if you do not want the contact work number to be on a speed-dial. The Home column displays two values. The first column specifies the home phone number and the second specifies if the home number must appear on speed-dial. In the first column type the home phone number. In the second column, do one of the following: Type Y or Yes if you want the contact home number to be on a speeddial. Type N or No if you do not want the contact home number to be on a speed-dial. The Mobile column displays two values. The first column specifies the mobile number and the second specifies if the mobile number must appear on speed-dial of the agent's desktop. In the first column type the mobile number. In the second column, do one of the following: Type Y or Yes if you want the contact mobile number to be on a speeddial. Type N or No if you do not want the contact mobile number to be on a speed-dial. Enter the address of the contact. 89 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

90 Column names IM Company Address City Zip Code Country Column values The IM column displays two values. The first column specifies the IM login name. In the second column, perform one of the following: Type Y or Yes if you want the contact IM login name to be on a speeddial. Type N or No if you do not want the contact IM login name to be on a speed-dial. Enter the company name of the contact. The Address heading has two columns. Enter the address for the contact in the Address 1 and Address 2 columns. Enter the city name of the contact. Enter the zip code of the contact. Enter the country name of the contact. 4. You must fill the First Name and Last Name for each contact. Central Management ignores any other blank columns in the contact details. 5. Save the file with a different name. Note: While saving the file, ensure that you save the file with a.csv extension. Caution: Do not delete or overwrite the header row of the tab-delimited file when you add data to the file. 6. Perform the following steps to import multiple contacts saved in the Unicode Text file. Ensure that the data and structure of the Unicode Text file complies with the guidelines. 1. Click Import Contacts from the Central Management navigation menu. 2. In the File field, enter the Unicode Text file path or find the tab-delimited file by clicking Browse. 3. Click Import to import users listed in the Unicode Text file. The system imports the contacts to Avaya Control Manager one-x. Adding a contact list 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Contact List tab. The system displays the Manage Contact List page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 90

91 3. Click the Add button. The system displays the Contact List Details page with the following tabs: Contact List Details Members Templates 4. In the Contact List Name field, enter the name of the contact list. 5. Click the Members tab. 6. Add the required members in the contact list. 7. Click the Templates tab. 8. Select the template required for the contact list. For more information, see Creating templates. 9. Click Save. The system displays the new contact list in the Contact list name column. Adding members to contact list 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Contact List tab. The system displays the Manage Contact List page. 91 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

92 3. In the contacts list, either select a contact list and click Edit or double-click the contact list to which you want to add the members. 4. Click the Members tab. The system displays the member list. 5. Click the Add button. The system displays the Contact Details page. 6. Select the Favorites option to save the contact to favorites list of an agent. 7. Select the Speed Dial option and select the appropriate voice number option to save the contact to the speed dial list of an agent. 8. In the Contact Details window, enter the appropriate contact details. Note: The fields marked with red color asterisk are mandatory. 9. Click Insert. The system displays the newly added member in the members list. 10. Repeat the above steps to add multiple members. 11. Click the Templates tab, and perform the following steps: a. In the Available Templates field, select a template for the contact list. b. Click the right-arrow button to add the selected templates to the Selected Templates field. 12. Click Save. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 92

93 Editing contact list member details 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Contact List tab. The system displays the Manage Contact List page. 3. In the contact list, either select a contact list and click the Edit button or double-click the contact list. 4. Click the Members tab. 5. In the members list, select a member and click the Edit button or double-click the member for which you want to change the details. The system displays the corresponding member details on the Manage Contact List page. 6. Enter appropriate values in the required fields. 7. Click the Insert button. 8. Click Save. Deleting contact list members 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Contact List tab. The system displays the Manage Contact List page. 93 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

94 3. In the contact list, either select a contact list and click the Edit button or double-click the contact list. 4. Click the Members tab. 5. Select the check box for the member that you want to delete. 6. Click the Delete button. 7. Click OK on the confirmation dialog box. Attaching contact list to templates Prerequisites You must create templates before you create contact lists. By doing so, you can assign contact lists to the templates. 1. On the Avaya Control Manager one-x Central Management navigation menu, click Manage Contact Lists. The system displays the Manage Contact Lists page. 2. Click the contact list name to which you want to add members. The system displays the Contact List Details page at the bottom with the following tabs: Contact list details tab Members tab Templates tab 3. Click the Templates tab. 4. Select a template from the Template name drop-down list, and click Add. 5. The contact list applies to the selected template. 6. In the Template tab: a. With the Template settings link, you can view the template settings to which you attached the contact list. The system displays the template settings in a separate popup window. However, you cannot edit the template in the pop-up window. b. The Manage Templates link opens the Manage Templates page. You can check the template hierarchy and the templates that inherit the contact list, in addition to the template that you have attached. 7. The system displays the attached contact list in the Contact lists column corresponding to the template name in the Manage Templates page. 8. If the contact list names exceed the column width, you can adjust the Contact lists column to view the contact list names in the tool tip. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 94

95 Searching a contact list You can find the contact list based on the contact list name. You can sort by name or date modified in the ascending and descending order. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Contact List tab. The system displays the Manage Contact List page. 3. In the Search field, enter the contact list name that you want to search in the list. 4. Click the Search button. The system displays the contact lists that match with the specified text. 5. To clear the search result and search again, click the Clear search result button. Sorting a contact list You can sort the contact list by name or modified date in the ascending and descending order. 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 95 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

96 2. Click the Contact List tab. 3. The system displays the Manage Contact List page. 4. To sort the list, perform one of the following steps: a. To sort by contact list name, click the Contact List Name in the column header. The list toggles between an alphabetic ascending and descending order. b. To sort by date, click the Last modified in the column header. The list toggles between a date-wise ascending and descending order. Detaching a contact list from a template You can detach a contact list from all parent templates and user groups that are associated with the template. 1. On the Avaya Control Manager one-x Central Management navigation menu, click Manage Contact Lists. The system displays the Manage Contact Lists page. 2. Click the contact list name to which you want to add members. The system displays the Contact List Details page at the bottom with the following tabs: Contact list details tab Members tab Templates tab 3. Click the Templates tab. 4. Click the Delete button to detach the corresponding template. 5. The system detaches the template from the contact list. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 96

97 Chapter 9: Managing Domains Creating a domain 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Domains tab. The system displays the Manage Templates page. 3. Click the Add button. The system displays the following page: 4. In the Domain Name field, enter a name of the domain. 5. In the LDAP Server field, enter the IP address of the LDAP server. 6. In the LDAP Port field, enter the port number to access the specified LDAP server. 7. In the LDAP Search Root field, enter the IP address of the root LDAP server. 8. In the Username field, enter the user name to access the specified LDAP servers. 9. In the Password field, enter the password for the specified user name. 10. Click Save. 11. Click OK on the message dialog box. The system adds the new domain in the list. 97 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

98 Searching a domain 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Domains tab. The system displays the Manage Domains page. 3. In the Search field, enter the text by which you want to search a domain. 4. Click the Search button. The system displays the templates that match with the text that you specify in the Search field. 5. To clear the search result and search again, click the Clear search results button. Editing a domain 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Domains tab. The system displays the Manage Domains page. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 98

99 3. In the domains list, either select a domain and click Edit or double-click the domain that you want to edit. 4. Enter appropriate values in the fields. 5. Click Save. Deleting a domain 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Domains tab. The system displays the Manage Domains page. 3. In the domains list, select the check box corresponding to the domain that you want to delete. 4. Click Delete. 5. In the confirmation dialog box, click OK to confirm. 99 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

100 Chapter 10: Managing Domain Groups Creating a domain group 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Domain Groups tab. The system displays the Manage Domain Groups page. 3. Click the Add button. The system displays the following page: 4. In the Group Name field, enter a name of the domain group. 5. In the Available Domains field, select the domains that you want to add in the domain group. 6. Click the right arrow button. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 100

101 The selected domains are added in the Selected Domains list. 7. Click Save. 8. Click OK on the message dialog box. Searching a domain group 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Domain Groups tab. The system displays the Manage Domain Groups page. 3. In the Search field, enter the text by which you want to search a domain group. 4. Click the Search button. The system displays the domain groups that match with the text that you specify in the Search field. 5. To clear the search result and search again, click the Clear button. Editing a domain group 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Domain Groups tab. The system displays the Manage Domain Groups page. 101 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

102 3. In the domain groups list, either select a domain group and click Edit or double-click the domain group that you want to edit. 4. Enter appropriate values in the fields. 5. Click Save. Deleting a domain group 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Domain Groups tab. The system displays the Manage Domain Groups page. 3. In the domain groups list, select the check box corresponding to the domain group that you want to delete. 4. Click Delete 5. In the confirmation dialog box, click OK to confirm. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 102

103 Chapter 11: Authentication modes and LDAP integration Standard Authentication With the Avaya Control Manager installation wizard, you can select the required authentication method as part of the installation process. The Client Authentication Mode fields include a Basic value that represents a standard authentication. The system performs the authentication using the Avaya one-x Agent user name and password. The system stores information in the Avaya Control Manager database. To support this type of integration, the Avaya Control Manager installer configures the system as follows: 1. Configure the Avaya Control Manager one-x Central Management website configuration service called AVAYA CONTROL MANAGERONEXCFG to support anonymous access. The following figure shows the configuration of the configuration service website. This configuration is available in the installer. 103 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

104 The Avaya Control Manager one-x configuration services website files on the Web server including a configuration file called web.config. The installer updates the web.config configuration file. The web.config file includes a parameter called LoginType. The LogType parameter represents the type of authentication that the configuration service uses. 2. Set the parameter to the value of Basic: <add key="logintype" value="basic"/> <!--Basic / NTLM--> 3. You must configure the Avaya one-x Agent user record that in the Avaya Control Manager one-x application to use the DB Only authentication mode. 4. You must configure the Avaya one-x Agent client to use the standard authentication. You can check authentication by accessing the registry key on the server and locating the following registry key: UseSingleSignon = 0 Administering Avaya Control Manager 7.1 for one-x Agent Central Management 104

105 LDAP Root To support the LDAP Root SSO integration, the Avaya Control Manager installer configures the system as follows: 1. Avaya Control Manager installer configures the website of the Avaya Control Manager one-x Central Management configuration service (called ACCCMONEXCFGSSO) to support only Windows Authentication. 2. The Avaya Control Manager one-x configuration services website files on the Web server including a configuration file called web.config that the installer updates. 3. The web.config file includes a parameter called LoginType that represents the authentication that the configuration service uses. 4. Set the parameter to the value of NTLM : <add key="logintype" value="ntlm"/> <!--Basic / NTLM--> 5. Configure the domain in the Avaya Control Manager one-x Central Management. To configure the domain, perform the following steps: a. Log in to Avaya Control Manager website as an administrator and select Settings > Domain b. Click the Add button. 105 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

106 The system displays the following page: c. In the Domain Name field, type the name of the domain, for example, ITNV. d. In the LDAP Server field, type the name of the LDAP server, for example, itnvqa01.itnvqadomain.itnv.com. e. In the LDAP Port field, type the port number that the LDAP source uses. The port number is either 389 or 636 (secure LDAP). f. In the Search Root field, type the LDAP structure, where the Avaya Control Manager configuration service searches for the user, for example, OU=OneX,DC=itnvqadomain,DC=itnv,DC=com. g. In the Username field, type the domain user that the system uses for the integration of the Avaya Control Manager configuration service and your domain. This user must have full read access rights on the LDAP tree. h. In the Password field, type the user s password domain user that the system uses for the integration of the Avaya Control Manager configuration service and your domain. This user must have full read access rights on the LDAP tree. i. Click Save. 6. Configure the Avaya one-x Agent user record that the system creates in the central management application to use the LDAP Root authentication mode. Map the record to the domain you created in the previous step. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 106

107 7. Configure the Avaya one-x Agent client to use SSO. You can check the configuration by accessing the registry key on the machine and locating the following registry key: UseSingleSignon = 1 8. You also must ensure that the Avaya Control Manager server is a member of the domain that the system uses for the SSO process. If the server is not part of the domain, then the system cannot process the authentication. 9. To authenticate the user with a group of LDAP sources, create a domain group. Perform the following steps to create a domain group: a. Create a domain group by navigating to the Settings > Domain Group tab. b. Log in to Avaya Control Manager website as an administrator and select Settings > Domain Group. c. Click the add domain button. The system displays the following page: 107 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

108 d. Enter the group name. To assign the relevant domains to the group, select WHAT and click Add. e. Assign the Avaya one-x Agent user to the domain. LDAP Credentials Mixed Authentication To support the LDAP Credentials in Mixed Authentication integration, the Avaya Control Manager installer configures the system as follows: 1. Avaya Control Manager installer configures the website of the Avaya Control Manager one-x Central Management configuration service called ACCCMONEXCFG to support only Anonymous Authentication. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 108

109 2. The Avaya Control Manager one-x configuration services website files that the system installs on the Web server including a configuration file called web.config that the installer updates. 3. The web.config file includes a parameter called LoginType that represents the authentication that the configuration service uses. 4. Set the parameter to the value of Basic : <add key="logintype" value="basic"/> <!--Basic / NTLM--> 5. Configure the Avaya one-x Agent user record in the Central Management application to use the LDAP Credentials authentication mode. 6. You must configure the Avaya one-x Agent client to use the standard authentication. You can check authentication by accessing the registry key on the server and locating the following registry key: UseSingleSignon = Administering Avaya Control Manager 7.1 for one-x Agent Central Management

110 7. Ensure that the Avaya Control Manager Server is a member of the Domain that the system uses for the Single Sign On process. If the server cannot be a part of the Domain, the system cannot process the authentication. 8. To authenticate the user with a group of LDAP sources, you must create a domain group. Perform the following steps to create domain group: a. Create a domain group by navigating to the Settings > Domain Group tab. b. Log in to Avaya Control Manager website as an administrator and select Settings > Domain Group c. Click the add domain button. The system displays the following page: d. Enter the group name and assign the relevant domains to the group by selecting them and clicking Add. e. Assign the Avaya one-x Agent user to the domain. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 110

111 111 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

112 Chapter 12: Integrating the Avaya Control Manager one-x portal with Avaya Control Manager The Avaya Control Manager system installs the Avaya Control Manager one-x portal as default with local authentication. Avaya Control Manager one-x database locally manages all Avaya Control Manager one-x users and agents. With Avaya Control Manager 7.1, you can integrate Avaya Control Manager one-x to the main Avaya Control Manager portal. You can also manage all users and agents directly from the Avaya Control Manager. If this option is enabled, you cannot login into the Avaya Control Manager one-x Web administration portal with the default Avaya Control Manager one-x users or any user that was created locally on Avaya Control Manager one-x. All agents created in Avaya Control Manager one-x are still active and can continue to work with the Avaya one-x Agent clients. Integrating Avaya Control Manager one-x with Avaya Control Manager Perform the following steps to configure the integration: 1. Navigate to the Avaya Control Manager one-x Web folder. 2. Open the web.config file in Notepad. 3. In the web.config file, set the ACM_SSO key to true. 4. <add key="acm_sso" value="true" /> 5. Save the web.config file. 6. Log in to the Avaya Control Manager Web Portal as an administrator. 7. On the Avaya Control Manager Portals page, click Configuration Portal > Contact Center (CC) > one-x. a. If you are using Avaya Control Manager 7.1, the Avaya Control Manager Installation wizard system displays the following screen. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 112

113 b. If you are upgrading from an earlier version, you must configure the integration of Avaya Control Manager one-x with Avaya Control Manager in this tab manually and configure the following parameters: Field Alias Server IP Port Username Password Database server Database name Database Username Database Password Description An alternate name. The IP address or the host name of the server that hosts the ACMONEXDB database. The port number that the database server uses. The default SQL port number is The database user name of the ACMONX user. The Avaya Control Manager installation wizard creates the default user as ACMONEXUSER. The password of the database user. The IP address or the host name of the server that hosts the ACMONEXDB database. The name of the database. The default value is ACMonexdb. The database user name of the ACMONX user. The Avaya Control Manager installation wizard creates the default user as ACMONEXUSER. The password of the database user. c. Save the configuration. d. To assign the one-x integration to a location, perform the following steps: 8. From the Avaya Control Manager Portals page, click Configuration Portal > Location tab. 9. In the Available one-x list, select the location assigned to the one-x system. 10. Click the right arrow to add the selected location to the Chosen one-x list. 113 Administering Avaya Control Manager 7.1 for one-x Agent Central Management

114 11. Repeat these steps for each location that you want to assign to the one-x integration. Managing agents and users from Avaya Control Manager When you activate the Avaya Control Manager integration for Avaya one-x Agent, you can manage all Avaya one-x Agents and users from Avaya Control Manager. Creating agents from Avaya Control Manager 1. On the Avaya Control Manager Portals page, click ACM Application. 2. On the Avaya Control Manager home page, click the Users tab. 3. Create a new agent, or edit an agent record in Avaya Control Manager. 4. In the Available applications section, select the one-x Agent option. 5. Enter a user name and password for the agent. 6. Select the one-x Agent authentication type. 7. If you are using SSO or LDAP based authentication in one-x Agent, select the Domain the agent uses. 8. Click Save. 9. To assign the Agent to a Avaya one-x Agent template, perform the following steps: a. Click the one-x Agent Profile tab. b. Select the template for the agent. c. Click Save. Administering Avaya Control Manager 7.1 for one-x Agent Central Management 114

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