Administering Avaya Control Manager for Avaya Agent for Desktop

Size: px
Start display at page:

Download "Administering Avaya Control Manager for Avaya Agent for Desktop"

Transcription

1 Administering Avaya Control Manager for Avaya Agent for Desktop Release Issue 1 October 2017

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. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: or such successor site as designated by Avaya. Please note that if you acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to you by said Avaya Channel Partner and not by Avaya. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. 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 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 Avaya s computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, pre-installed, or remotely accessed on hardware products, and any upgrades, updates, 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 type Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A Unit means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server or an Instance of the Software. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All content on this site, the documentation, Hosted Service, and the Product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software or Hosted Service may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). As required, information regarding distributed Linux OS source code (for those Products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at: or such 2 Administering Avaya Control Manager for Avaya Agent October 2017

3 successor site as designated by Avaya. You agree to the Third Party Terms for any such Third Party Components 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. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Trademarks Avaya, the Avaya logo, one-x are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All non-avaya trademarks are the property of their respective owners. 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 for Avaya Agent October

4 Contents Chapter 1: Introduction... 6 Purpose... 6 Intended audience... 6 Related resources... 6 Support... 6 Chapter 2: Avaya Control Manager Overview... 7 Key features... 7 Software requirements... 8 Architecture overview... 8 Architecture diagram... 8 Installing Avaya Agent for Desktop for ACM... 9 Chapter 4: Using the Avaya Control manager web interface Logging on to Avaya Control Manager for Avaya Agent for Desktop Logging out of Avaya Control Manager for Avaya Agent for Desktop Planning a client configuration in Avaya Control Manager for Avaya Agent for Desktop Chapter 5: Administering users Importing users into Avaya Control Manager for Avaya Agent for Desktop Adding users in Avaya Control Manager for Avaya Agent for Desktop Deleting users Searching users Activating or deactivating a user Editing user details Chapter 6: User groups in ACM for AAfD Group assignment logic Importing user groups into Avaya Control Manager for Avaya Agent for Desktop Creating user groups Editing user groups Searching groups Deleting groups Removing users from a group Chapter 8: Managing ACM for AAfD templates Creating templates Searching templates Editing templates Deleting templates Configuring the Telephony Login settings Administering Avaya Control Manager for Avaya Agent October 2017

5 Configuring the Agent Login settings Configuring the Work Handling settings Configuring the Screen Pop settings Configuring the Directory settings Configuring the Voice Mail Integration settings The Reason codes configuration Adding a new codes Configuring the Event Logging settings Configuring the dialing rules Configuring the call handling settings Configuring the User Interface settings Chapter 9: Distributing configuration settings to remote devices Distributing settings using Wyse Device Manager Distributing settings using HP Device Manager Appendix I: Activating HTTPS support for the Avaya Agent for Desktop application Administering Avaya Control Manager for Avaya Agent October

6 Chapter 1: Introduction Purpose This document describes how to install Avaya Agent for Desktop for ACM. The document also describes how to configure Avaya Control Manager for Avaya Agent for Desktop. Intended audience This document is intended for users who want to install and administer Avaya Control Manager for Avaya Agent for Desktop. Related resources The following table lists the documents related to Avaya Agent for Desktop. Download the documents from the Avaya Support website at Title Description Audience Deploying Avaya Agent for Desktop Using Avaya Agent for Desktop Provides information about deploying Avaya Agent for Desktop at customer site. Provides information about using Avaya Agent for Desktop features and capabilities. Implementation engineers and system administrators. Customers, services, and support personnel. Support Go to 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. 6 Administering Avaya Control Manager for Avaya Agent October 2017

7 Chapter 2: Avaya Control Manager 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 (AACC) 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 (CCBU) products and solutions. The Avaya Control Manager system integrates with a Unified Communication infrastructure based on Avaya Aura Communication Manager (CM) 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 (MM) Avaya AUDIX Messaging Avaya Call Management System (CMS) Avaya IQ (IQ) Avaya Aura Call Center Elite Multichannel (EMC) Avaya Interaction Center (IC) Avaya Voice Portal (AVP) Avaya Aura Experience Portal (AAEP) Avaya Proactive Contact (PC) Avaya Proactive Outreach Manager (POM) Avaya Aura System Manager Avaya Aura Messaging Avaya Aura Session Manager Avaya Aura Application Enablement Services Avaya one-x Agent (one-x Agent) Avaya Aura Workforce Management Avaya Aura Contact Center (AACC) with Elite customers who use a blended environment (Voice on Elite with Multimedia on AACC) Avaya Agent for Desktop Non-Avaya third-party Workforce Optimization (WFO) solution Key features 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. Administering Avaya Control Manager for Avaya Agent October

8 Software requirements The following are the software required for installing Avaya Agent for Desktop for Avaya Control Manager: Windows 2008 Server Avaya Control Manager or later Internet Explorer 8 or later Architecture overview The Avaya Control Manager for Avaya Agent for Desktop 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 Agent for Desktop clients. A web service that communicates with Avaya Agent for Desktop clients for authentication and retrieving and storing the client data. A web portal for administrators to manage the profiles of Avaya Agent for Desktop client and other administrative parameters. You can install the components on a single server or distribute the components across servers in your environment. Architecture diagram The following diagram shows the Avaya Control Manager for Avaya Agent for Desktop architecture: 8 Administering Avaya Control Manager for Avaya Agent October 2017

9 Installing Avaya Agent for Desktop for ACM Download and install the latest copy of the Avaya Agent for Desktop for ACM installer from the Avaya website. For more information on downloading and installing the Avaya Agent for Desktop for ACM, contact an Avaya support personnel or refer to the ACM deployment guide available on Administering Avaya Control Manager for Avaya Agent October

10 Chapter 4: Using the Avaya Control manager web interface Logging on to Avaya Control Manager for Avaya Agent for Desktop Prerequisites Get the user name and password for Avaya Control Manager for Avaya Agent for Desktop. Ensure that you have installed one of the following browsers on your system: o o Microsoft Internet Explorer 8 or later. Microsoft Internet Explorer 10 in the Compatibility mode. 1. Open the web browser and in the address bar, type the following: Where, you must replace <hostip> with the Fully Qualified Domain Name (FQDN) or the IP address of Avaya Control Manager for Avaya Agent for Desktop. 2. Log on to the Avaya Control Manager Web interface as an administrator. The default user name and password is itnv. Note: If you are not an administrative user in the system, ensure that the user name in the Avaya Control Manager for Avaya Agent for Desktop console exists in Active Directory. Maximum attempts on the Alternate Server List tab and Length of an internal extension on the Dialing rules tab on the Configuration settings of the Avaya Agent for Desktop application are necessary to login through ACM. Logging out of Avaya Control Manager for Avaya Agent for Desktop Prerequisites Before logging out of Avaya Control Manager for Avaya Agent for Desktop, ensure that you saved the changes made to the page. Click Logout on the top right corner of the page. 10 Administering Avaya Control Manager for Avaya Agent October 2017

11 Planning a client configuration in Avaya Control Manager for Avaya Agent for Desktop This section provides guidelines that you can follow to perform a client configuration using Avaya Control Manager for Avaya Agent for Desktop. Use the following instructions to optimize the 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. After determining the client requirements and the profiles that agents need to handle, create templates. Initially, you can only create the structure of the template and name the template, but later you can configure the template as the number of requirements arises. The templates serve as profiles for each agent handling calls for your specific profile. 3. Create agent groups. Create agent groups and assign AAfD users to the 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. You can assign multiple templates to an agent group. 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 Users > Import/Export Users page of Avaya Control Manager for Avaya Agent for Desktop, 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 for Avaya Agent for Desktop. 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 AAfD 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 for Avaya Agent for Desktop. 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. Administering Avaya Control Manager for Avaya Agent October

12 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. 12 Administering Avaya Control Manager for Avaya Agent October 2017

13 Chapter 5: Administering users Importing users into Avaya Control Manager for Avaya Agent for Desktop With Avaya Control Manager for Avaya Agent for Desktop, 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, go to the Users page and click the Import/Export Users icon. In the Import/Export Users page, click the "example" link and save the CSV file to the computer as a Unicode Text file. In the CSV file, add the user details. The Unicode Text file saves the data in the tab-delimited format. If you save the user details to a local computer as a CSV file, you can import users with the data to Avaya Control Manager for Avaya Agent for Desktop 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 exists in Avaya Control Manager for Avaya Agent for Desktop, 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 for Avaya Agent for Desktop 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 Password Authentication Type Role: Avaya Agent for Desktop Role: Avaya Agent for Desktop Supervisor Role: Web Administrator Description The Avaya Agent user name that the system stores in Avaya Control Manager for Avaya Agent for Desktop. The first name of the user. The last name of the user. The user password. Authentication ID: 0 for DB User, 1 for LDAP Root, and 2 for LDAP Credentials. User address. To assign a user to an Avaya Agent for Desktop role, enter Y or Yes in the Role: Avaya Agent column. If not, leave this field blank. To assign a supervisor to an Avaya Agent for Desktop role, enter Y or Yes in the Role: Avaya Agent Supervisor column. If not, leave this field blank. Note: Avaya Agent for Desktop does not support Role: Avaya Agent for Desktop Supervisor. To assign a supervisor to an Avaya Agent for Desktop administrator, enter Y or Yes in the Role: Avaya Agent for Desktop Administrator Administering Avaya Control Manager for Avaya Agent October

14 Column heading Template: <default> Group: <group name> Description column. If not, leave this field blank. 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 for Avaya Agent for Desktop. However, ensure that the template names match the names in Avaya Control Manager for Avaya Agent for Desktop. Replace <group name> with the exact name of the user group in Avaya Control Manager for Avaya Agent for Desktop. You can create multiple columns for the groups in Avaya Control Manager for Avaya Agent for Desktop to which you want to assign users. However, the group names must exactly match the names in Avaya Control Manager for Avaya Agent for Desktop. 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. Perform the following procedure to import users: 1. Log on to the Avaya Control Manager for Avaya Agent for Desktop web interface. 2. On the Users tab, click Import/Export Users ( ). 3. On the Import/Export Users page, click Browse to locate and select the Unicode Text file. 4. In the Choose File to Upload dialog box, click Open. 5. Click Import to import users listed in the Unicode Text file. The system imports the users in the user list. Adding users in Avaya Control Manager for Avaya Agent for Desktop Prerequisites Ensure that you define in Active Directory, all users that you add to or import from the CSV file into Avaya Control Manager for Avaya Agent for Desktop. 1. Log on to the Avaya Control Manager for Avaya Agent for Desktop web interface. The system displays the Manage Users page. 2. On the Users tab, click Add ( ). 3. On the Details tab, perform the following actions: a. In the User Name field, specify a user name. b. In the First Name field, enter the contact's first name. c. In the Last Name field, enter the contact's last name. 14 Administering Avaya Control Manager for Avaya Agent October 2017

15 d. In the Password field, specify a password. e. In the field, enter the address of the contact. Note: The User Name, First Name, Last Name, Password, and Authentication Type are mandatory fields. f. In the Authentication Type field, click the appropriate authentication method. Avaya Control Manager for Avaya Agent for Desktop supports the following authentication methods: Authentication Type DB User LDAP Root LDAP Credentials Description Use the DB User 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 for Avaya Agent for Desktop database. 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 Agent for Desktop client to support SSO. See Installing Avaya Agent for Desktop. Use the LDAP Credentials option for mixed authentication that uses the username and password and authenticates the users with the organizations LDAP source. g. (Optional) In the Domains field, select the appropriate domain name. h. To assign user roles, select any of the following options in the Contact Center roles area: Use role Avaya Agent Avaya Agent Supervisor Privileges Assign the Avaya Agent role to users using Avaya Agent for Desktop in a contact center. Users with Avaya Agent role have the following rights and restrictions: Users can use the privileges assigned through Avaya Control Manager for Avaya Agent for Desktop, but do not have permission to change the privileges. Users can change some of the settings on the Avaya Agent for Desktop user interface. Users with Avaya Agent for Desktop role do not have access to the Avaya Control Manager for Avaya Agent for Desktop web interface. Assign the Avaya Agent Supervisor role to users who manage and service agents through My Team group. Users with the Avaya Agent Supervisor role also have all privileges of the Avaya Agent role and access to the Avaya Control Manager for Avaya Agent for Desktop web interface. Note: You can select multiple user roles for the user. After selecting the Avaya Agent roles, the system displays the Assigned Template, Agent Permissions, and My Team tabs. If you select Supervisor role, the system displays the My Team tab. The system does not display the My Team tab for other roles. If you click Save without selecting any roles, the system saves the user details without any roles assigned to the user. Administering Avaya Control Manager for Avaya Agent October

16 i. To assign Web administrator roles, select the Web Administrator check box: Use role Web Administrator Privileges 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 for Avaya Agent for Desktop, the administrators do not have access to Avaya Agent for Desktop, because they are not the intended end users. 4. To assign user groups, perform the following steps: a. Click the Group Membership tab. b. In the Available Group field, click the appropriate group, and click Add ( ). The system assigns the user to the selected group. c. (Optional) Repeat step b to assign multiple user groups. If you have assigned an Avaya Agent Supervisor role to a user, the system displays the My Team tab. 5. Click the My Team tab to view the members of the user group assigned to the user. 6. The My Team tab has 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. 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. 7. If you assign the user to Avaya Agent role, then the system displays the following tabs: 8. To assign a template to a user, perform the following steps: a. Click the Assigned Template tab. b. In the Available Templates field, click the appropriate template. c. Click Add ( ). A user cannot log on to Avaya Agent for Desktop unless you assigned a template to the user. 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. 9. To customize the template for the selected user, select the template from the Selected template list and click Edit Template. The system displays the template editor screen. 10. Customize the assigned template for the selected user. 11. Click Save to add the user to Avaya Control Manager for Avaya Agent for Desktop. 16 Administering Avaya Control Manager for Avaya Agent October 2017

17 Deleting users Perform the following steps to delete a user from Avaya Control Manager for Avaya Agent for Desktop. 1. In Avaya Control Manager for Avaya Agent for Desktop, click the Users menu. 2. Click the Users tab. 3. In the users list, select the check box corresponding to the user that you want to delete. 4. Click Delete ( ). 5. Click OK. Searching users Avaya Control Manager for Avaya Agent for Desktop 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 for Avaya Agent for Desktop home page, click the Users tab. 2. In the Search field, enter the first name, last name, or the user name of the user that you want to search. Note: You can also search the users based on the roles. 3. To search users based on the assigned roles, enter the role name as mentioned in the following table. Role Avaya Agent Avaya Agent Supervisor Web Administrator Description To search users assigned with Avaya Agent role. To search users assigned with Avaya Agent supervisor role. To search users assigned with Avaya Agent Web administrator role. 4. Click Search ( ) 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 to search again, click Clear search results ( ). Activating or deactivating a user Administrators can prevent or grant access to users in Avaya Control Manager for Avaya Agent for Desktop. An administrator can deactivate or activate a user. All existing configurations remain attached to a deactivated user. On reactivation, the user can log in using the last saved configuration data. When a deactivated user attempts to log on to the Avaya Agent web interface, the system displays an Operation Failed message. Prerequisites Administering Avaya Control Manager for Avaya Agent October

18 Ensure that user details are present in Avaya Control Manager for Avaya Agent for Desktop. 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, click the Users tab. 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 Details tab. User groups assigned on the Group membership tab. User profile assigned on the Assigned Template tab. Prerequisites The user must be a Web Administrator and must have appropriate permission to edit user details. 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, click the Users tab. 2. In the user list, either select a user and click Edit ( ) or double-click the user name. 3. To edit the user name and address, click the Details tab. 4. To add or remove groups, perform the following: a. Click the Group membership tab, and click Add or Remove. b. To assign a group, select a group from the Available Group column, and click Add. 5. To add or remove templates, perform the following: a. Click the Assigned Template tab, and click Add or Remove. b. To assign a template, select a profile from the Available Templates column, and click Add. 6. To customize a user template for the selected user, click the Assigned Template tab. 7. Select the template from the Selected template column and click Edit Template. The system displays the template editor screen. 8. Click Save. The system applies the changes to the user setting and saves the user settings to Avaya Control Manager for Avaya Agent for Desktop. 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 18 Administering Avaya Control Manager for Avaya Agent October 2017

19 the group, and then remove the user role or the template for the corresponding user. Administering Avaya Control Manager for Avaya Agent October

20 Chapter 6: User groups in ACM for AAfD A user group in Avaya Control Manager for Avaya Agent for Desktop is a collection of users that either have the same role or handle 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 Agent for Desktop Contact List window. You can create, edit, delete, and filter groups using Avaya Control Manager for Avaya Agent for Desktop. 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 in detail 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. State before role assignment State after role 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. Importing user groups into Avaya Control Manager for Avaya Agent for Desktop You can import bulk group definitions into Avaya Control Manager for Avaya Agent for Desktop and then assign agents to the group definition. You can also assign agents to the existing groups. Use the import option when you must create large number of groups, assign various roles to each group, and assign groups to various templates in Avaya Control Manager for Avaya Agent for Desktop. You can create the required groups outside Avaya Control Manager for Avaya Agent for Desktop, and then import the groups into Avaya Control Manager for Avaya Agent for Desktop. The import option saves time from creating individual groups in Avaya Control Manager for Avaya Agent for Desktop 20 Administering Avaya Control Manager for Avaya Agent October 2017

21 and assigning them roles and templates. You must create the group names and assign appropriate roles and templates in the Unicode Text file. If you have an earlier CSV file with data, you must save the file as a Unicode Text file. The system adds the user roles and the templates to the CSV file in addition to any existing roles and templates that the group members already have. Tip: Avaya recommends that you determine the groups and then assign templates for each group before importing groups. By doing so, you can directly add template names in the CSV file and save your effort of assigning templates post import. You might edit or configure the templates later. Prerequisites To import groups, the group file must be available as a CSV file. If the group CSV file is nonexistent, perform the following steps to create a group list: 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, open the Import Groups page. 2. Click the example link, and export the file to your computer. 3. Open the groupsexample.csv file, and enter the following details: Column heading Description Group name Role: Avaya Agent Role: Avaya Agent Supervisor Role: Web Administrator Template: <template name> Enter the name of the group. Enter Y or Yes if the group has the Avaya Agent role. If the group has the Avaya Agent role, enter Y or Yes Enter Y or Yes if the group has the Avaya Agent Supervisor role. If you leave the field blank, the system does not grant access for Avaya Agent for Desktop. Enter Y or Yes if the group has the Web Administrator role. If you leave the field blank, the system does not grant access for Web Administrator. Ensure that the template name on the form matches the name that you assigned to the template when you added the template to the system. Multiple columns can correspond to the templates created in Avaya Control Manager for Avaya Agent for Desktop. However, ensure that the template names match the names in Avaya Control Manager for Avaya Agent for Desktop. Caution: When you add data to the file, do not delete or overwrite the header row of the CSV file. 4. Save the file with a different name. 5. While saving the file, ensure that you save the file as a CSV file with a.csv extension. Perform the following steps to import group data: 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, click Import Groups. 2. In the File field, enter the CSV file path, or find the CSV file by clicking Browse. 3. Click Import to import groups listed in the CSV file. Administering Avaya Control Manager for Avaya Agent October

22 The system imports the groups into Avaya Control Manager for Avaya Agent for Desktop. Creating user groups 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, click the Users Groups tab. 2. Click Add ( ). The system displays the Manage Groups page with the Group Details, Roles, Templates, and Members tabs. Note: The Templates tab is visible for the Avaya Agent and Avaya Agent Supervisor roles only. 3. On the Group Details tab, perform the following actions: a. In the Group Name field, enter the name of the group. b. (Optional) In the Group Supervisor field, select a supervisor. If you assign a supervisor, the system displays the group members in the My Team list of the supervisor. 4. To add members to the group, click the Members tab and perform the following steps: a. Click Add. The system displays the Available Members page. b. In the list, select the check box corresponding to the users that you want to add to 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 Insert and Close. d. Click Save. The Group Detail tab displays the number of active members added to the group. 5. To assign roles to all members of the group, click the Roles tab, and select the appropriate user roles. You can assign multiple roles to the group, namely, Avaya Agent and Avaya Agent Supervisor roles. The system adds these roles in addition to any other roles already assigned to the members. 6. To assign a template for Avaya Agent or Avaya Agent Supervisor roles, click the Templates tab. 7. If you select the Avaya Agent or Avaya Agent Supervisor role, the system adds the Templates tab. Note: The system does not displays the Templates tab if you are creating a group with the Web Administrator role. 8. Perform the following steps: a. From the Available Templates list, select an appropriate template, and click Add. The system assigns the template to the group and displays the template in the row. b. To view the template settings, select the template from the Selected Templates list, and click Edit. The system displays a new window with the template settings. 22 Administering Avaya Control Manager for Avaya Agent October 2017

23 9. To view the newly added members of the group, click the Members tab. 10. To add or remove group members, click Add or Delete. 11. To save the group with the specified name and assigned details, 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 for Avaya Agent for Desktop home page, click the Users Groups tab. The system displays the Manage Groups page. 2. In the list of groups, click the row of the group and click Edit ( ) or double-click the group. The system displays the Group Details tab with the details of the selected group. 3. Make the appropriate changes in the Group Name or the Group Supervisor fields. 4. To change roles of the selected group, click the Roles tab, and select the appropriate option. You can select one of the following Contact Center or Web Administrator roles: Avaya Agent Avaya Agent Supervisor Web Administrator You can apply the selected roles to all members of a group. You can apply the roles in addition to any existing roles already assigned. 5. To add or remove a template, click the Templates tab, and perform the following steps: a. To add a template, select the appropriate template from the Available Templates list and, click Add. b. To remove a template, click the corresponding delete button on the Templates tab, and click Remove. c. To view the template settings, select the template from the Selected Templates list, and click Edit. The system displays the read-only view of template settings in the new window. 6. To add or remove group members, click the Members tab and perform the following steps: You can add or remove multiple users at a time. a. Click Add to add any new members in the groups. The system displays the user list in a new window. b. Select the users that you want to add to the group, and click Insert. c. Click Delete to delete any members from the group. Administering Avaya Control Manager for Avaya Agent October

24 The system removes the members from the list and refreshes the list. d. Click Close. 7. Click Save. Searching groups 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, click the Users Groups tab. 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 Search ( ) 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 to search again, click Clear search results ( ). Deleting groups Perform the following steps to remove a group from Avaya Control Manager for Avaya Agent for Desktop: 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, click the Users Groups tab. The system displays the Manage Groups page. 2. In the groups list, select the check box corresponding to the user group that you want to delete. 3. Click Delete ( ). 4. Click OK on the confirmation message dialog box. The system deletes the selected group. Note: The system does not remove users or the roles assigned to users after deleting the group. Removing users from a group Perform the following steps to remove users from a group: 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, click the Users Groups tab. The system displays the Mange Groups page. 24 Administering Avaya Control Manager for Avaya Agent October 2017

25 2. In the list of groups, select a group, and click Edit 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 Delete. 6. Click OK. 7. Click Save. Administering Avaya Control Manager for Avaya Agent October

26 Chapter 8: Managing ACM for AAfD templates A template is a collection of user settings. By using templates, you can 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 of a user. You can restrict 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. 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 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 Agent for Desktop client and applies the new profile in the next successful log on. Creating templates Perform the following steps to create a new template: 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, click Settings > Templates. The system displays the Manage Templates page. Note: If you log on to the Avaya Control Manager for Avaya Agent for Desktop Central Management Web interface for the first time, the system displays only the default template. 2. Click Add ( ). The system displays the Login - Telephony page. 26 Administering Avaya Control Manager for Avaya Agent October 2017

27 3. In the Name field, enter a unique template name. 4. In the Welcome Message field, edit and enter a welcome message. Note: The system displays the welcome message on the Welcome Avaya Agent client window. 5. In the left pane, you can click the tabs for various options and fill appropriate values in the fields. 6. Click Save. 7. Click OK. The system adds the new template file. Searching templates 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, click the Settings > Templates. The system displays the Manage Templates page containing a list of templates. 2. In the Search field, enter the text by which you want to search the template names. 3. Click Search. The system displays the templates matching the search key on the page. 4. To clear the search results, click Clear search results. Editing templates 1. On the Avaya Control Manager for Avaya Agent for Desktop home page, click Settings > Templates. The system displays the Manage Templates page. 2. Double-click the template you want to edit or click Edit ( ). 3. Enter appropriate values in the fields. Administering Avaya Control Manager for Avaya Agent October

Avaya Aura Call Center Elite Multichannel Documentation Roadmap

Avaya Aura Call Center Elite Multichannel Documentation Roadmap Multichannel Documentation Roadmap Release 6.4 Issue 2 April 2015 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is

More information

Using Manage Alarm Tool

Using Manage Alarm Tool Using Manage Alarm Tool Release 1.0 Issue 1 April 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and

More information

IP Office 9.0 IP Office Server Edition Reference Configuration

IP Office 9.0 IP Office Server Edition Reference Configuration IP Office 9.0 IP Office Server Edition Reference Configuration Release 9.0.3 15-604135 May 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

Avaya Aura Call Center Elite Documentation Roadmap

Avaya Aura Call Center Elite Documentation Roadmap Avaya Aura Call Center Elite Documentation Roadmap May 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete

More information

User Guide for Avaya Equinox Add-in for IBM Lotus Notes

User Guide for Avaya Equinox Add-in for IBM Lotus Notes User Guide for Avaya Equinox Add-in for IBM Lotus Notes Release 9.0 Issue 1 January 2017 2014-2017, Avaya, Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

Avaya Aura Contact Center Documentation Roadmap

Avaya Aura Contact Center Documentation Roadmap Documentation Roadmap Release 6.3 NN44400-113 Issue 04.02 May 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is

More information

Avaya Aura Call Center Elite Documentation Roadmap

Avaya Aura Call Center Elite Documentation Roadmap Avaya Aura Call Center Elite Documentation Roadmap Release 7.1 Issue 1 May 2017 2014-2017, Avaya, Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

Implementing Avaya Flare Experience for Windows

Implementing Avaya Flare Experience for Windows Implementing Avaya Flare Experience for Windows 18-604043 Issue 1 July 2012 2012 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

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

Administering Avaya one-x Agent Central Management using Avaya Control Manager Administering Avaya one-x Agent Central Management using Avaya Control Manager Release 8.0.2 Issue 1 July 2017 2017, Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure

More information

Avaya Call Management System Documentation Roadmap

Avaya Call Management System Documentation Roadmap Documentation Roadmap Release 18 Issue 1 October 2015 2015, Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and

More information

Avaya Aura Contact Center Documentation Roadmap

Avaya Aura Contact Center Documentation Roadmap Avaya Aura Contact Center Documentation Roadmap Release 6.4 4400-113 Issue 05.02 December 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

Upgrading Intelligent Customer Routing

Upgrading Intelligent Customer Routing Upgrading Intelligent Customer Routing Release 7.0 Issue 1 December 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

Release Notes for Avaya Aura Appliance Virtualization Platform Release

Release Notes for Avaya Aura Appliance Virtualization Platform Release Release Notes for Avaya Aura Appliance Virtualization Platform Release 7.0.0.0 Release Notes Issue 1.0, August 24, 2015 2015 Avaya Inc. All rights reserved. Notice While reasonable efforts have been made

More information

Avaya Agent for Desktop Release Notes

Avaya Agent for Desktop Release Notes Avaya Agent for Desktop Release Notes Release 1.4.3 Issue 1.0 October 2016 2015-2016 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this

More information

Using Avaya VDI Agent

Using Avaya VDI Agent Using Avaya VDI Agent Release 1 Issue 1 April 2014 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate

More information

Avaya one-x Communicator Centralized Administration Tool

Avaya one-x Communicator Centralized Administration Tool Avaya one-x Communicator Centralized Administration Tool August 2010 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

Using ACCCM Avaya Voice Portal/Experience Portal sample application

Using ACCCM Avaya Voice Portal/Experience Portal sample application Using ACCCM Avaya Voice Portal/Experience Portal sample application Release 7.0 SP1 Issue 1.1 May 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that

More information

Avaya Client Applications Configurator User Guide

Avaya Client Applications Configurator User Guide Avaya Client Applications Configurator User Guide Release 6.3 02-604198 Issue 02.01 February 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the

More information

Avaya Aura 6.2 Feature Pack 3

Avaya Aura 6.2 Feature Pack 3 Avaya Aura 6.2 Feature Pack 3 WebLM 6.3.4 on VMware Release Notes Release 6.3.4 Issue: 1.2 October 2013 Copyright 2013 Avaya Inc. All rights reserved. Use pursuant to the terms of your signed agreement

More information

Administering Avaya Flare Communicator for ipad Devices and Windows

Administering Avaya Flare Communicator for ipad Devices and Windows Administering Avaya Flare Communicator for ipad Devices and Windows 01.AF June 2012 2012 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in

More information

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

Administering Avaya Control Manager for Avaya one-x Agent Central Management Administering Avaya Control Manager for Avaya one-x Agent Central Management Release 7.1 Issue 1.1 February 2016 2015-2016 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made

More information

Avaya Call Redirection Manager Snap-in Reference

Avaya Call Redirection Manager Snap-in Reference Avaya Call Redirection Manager Snap-in Reference Release 1.1 March 2016 2016 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

Avaya Software Keycode Installation Guide

Avaya Software Keycode Installation Guide Avaya Software Keycode Installation Guide 2010 Avaya Inc. P0607323 04 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document

More information

Avaya Aura Messaging Web Access Feature Description

Avaya Aura Messaging Web Access Feature Description Avaya Aura Messaging Web Access Feature Description Release 6.3.1 Issue 2 July 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in

More information

Using Avaya Aura Messaging Web Access

Using Avaya Aura Messaging Web Access Using Avaya Aura Messaging Web Access Release 6.3.1 Issue 4 July 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

IP Office. IP Office Mailbox Mode User Guide Issue 11b - (15 May 2010)

IP Office. IP Office Mailbox Mode User Guide Issue 11b - (15 May 2010) Mailbox Mode User Guide 15-601131 Issue 11b - (15 May 2010) 2010 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and

More information

Administering Avaya Flare Experience for Windows

Administering Avaya Flare Experience for Windows Administering Avaya Flare Experience for Windows Release 1.1 18-604156 Issue 4 September 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

IP Office 6.1 Embedded Voic Mailbox User Guide

IP Office 6.1 Embedded Voic Mailbox User Guide Embedded Voicemail Mailbox User Guide 15-604067 Issue 08a - (18 August 2010) 2010 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document

More information

Avaya Callback Assist Considerations for Avaya Call Management System

Avaya Callback Assist Considerations for Avaya Call Management System Avaya Callback Assist Considerations for Avaya Call Management System Release 4.6.2.0 December 2017 2015-2017 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that

More information

Release Notes for Operation Support System Release

Release Notes for Operation Support System Release Release Notes for Operation Support System Release 1.2.0.1 Release Notes Issue 1.2.0.1, 12/10/2016 2016 Notice While reasonable efforts have been made to ensure that the information in this document is

More information

Avaya Aura Contact Center Performance Management

Avaya Aura Contact Center Performance Management Avaya Aura Contact Center Performance Management Release 6.3 NN44400-710 Issue 04.02 May 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

Intelligent Customer Routing. Release Notes

Intelligent Customer Routing. Release Notes Intelligent Customer Routing Release Notes Release 7.0.1 March 2015 2015 Avaya Inc. All Rights Reserved Notice While reasonable efforts have been made to ensure that the information in this document is

More information

IP Office. TAPI Link Installation Issue 12a - (14 January 2013)

IP Office. TAPI Link Installation Issue 12a - (14 January 2013) TAPI Link Installation 15-601034 Issue 12a - (14 January 2013) 2013 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete

More information

IP Office Intuity Mailbox Mode User Guide

IP Office Intuity Mailbox Mode User Guide Intuity Mailbox Mode User Guide 15-601130 EN-S Issue 12b - (03 October 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document

More information

IP Office Release 7.0 IP Office Essential Edition - Quick Version Embedded Voic User Guide

IP Office Release 7.0 IP Office Essential Edition - Quick Version Embedded Voic User Guide IP Office Essential Edition - Quick Version Embedded Voicemail User Guide 15-604067 Issue 09a - (21 February 2011) 2011 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure

More information

Using Avaya Control Manager Central License and Traffic Tracker

Using Avaya Control Manager Central License and Traffic Tracker Using Avaya Control Manager Central License and Traffic Tracker Release 7.1.2 Issue 2 January 2018 2015-2018 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that

More information

Avaya Agile Communication Environment Communicator Add-in User Guide

Avaya Agile Communication Environment Communicator Add-in User Guide Avaya Agile Communication Environment Communicator Add-in User Guide Release 3.0 April 2012 2012 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

Avaya Aura System Platform Overview

Avaya Aura System Platform Overview Avaya Aura System Platform Overview Release 6.0 June 2010 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete

More information

IP Office Release 9.0

IP Office Release 9.0 Embedded Voicemail User Guide (IP Office Mode) 15-604067 Issue 13a - (13 February 2014) 2014 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in

More information

Using the Contact Center Agent Browser application

Using the Contact Center Agent Browser application Using the Contact Center Agent Browser application Release 7.0.3 Issue 01.04 July 2018 2015-2018, Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

WLAN Release Notes. Release Notes for Avaya Wireless Orchestration System (WOS-E) Version Avaya Inc - External Distribution

WLAN Release Notes. Release Notes for Avaya Wireless Orchestration System (WOS-E) Version Avaya Inc - External Distribution WLAN 9100 Release Notes Release Notes for Avaya Wireless Orchestration System (WOS-E) Version 8.0.4-7401 Avaya Inc - External Distribution 1. Introduction Avaya WOS-E version 8.0.4-7401 is a feature release

More information

Administering Intelligent Customer Routing

Administering Intelligent Customer Routing Administering Intelligent Customer Routing Release 7.0 Issue 1 December 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

IP Office. Embedded Voic User Guide (IP Office Mode) Issue 12a (26 February 2013)

IP Office. Embedded Voic User Guide (IP Office Mode) Issue 12a (26 February 2013) Embedded Voicemail User Guide (IP Office Mode) 15-604067 Issue 12a (26 February 2013) 2013 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this

More information

Administering Avaya Flare Experience for ipad Devices and Windows

Administering Avaya Flare Experience for ipad Devices and Windows Administering Avaya Flare Experience for ipad Devices and Windows 01.AF December 2012 2012 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

Avaya Agent for Desktop Release Notes

Avaya Agent for Desktop Release Notes Avaya Agent for Desktop Release Notes Release 1.4.2 Issue 1.0 August 2016 2015-2016 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this

More information

IP Office Platform. Using Voic Pro in Intuity Mode Issue 10a - (16 January 2015)

IP Office Platform. Using Voic Pro in Intuity Mode Issue 10a - (16 January 2015) Using Voicemail Pro in Intuity Mode 15-601066 Issue 10a - (16 January 2015) 2015 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

User Guide for Scopia Video Gateway for Microsoft Lync and Skype for Business

User Guide for Scopia Video Gateway for Microsoft Lync and Skype for Business User Guide for Scopia Video Gateway for Microsoft Lync and Skype for Business Release 9.1 December 2017 2014-2017, Avaya Inc. All Rights Reserved. 2014-2017, Avaya Inc. All Rights Reserved. Notice While

More information

Using Avaya VDI Communicator

Using Avaya VDI Communicator Using Avaya VDI Communicator Release 2.0 October 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and

More information

IP Office Basic Edition

IP Office Basic Edition Norstar Mode - Embedded Voicemail User Guide (IP Office Mode) 15-604067 Issue 12f - (19 August 2013) 2013 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

WLAN Release Notes. Release Notes for Avaya Wireless Orchestration System (WOS) Version Avaya Inc - External Distribution

WLAN Release Notes. Release Notes for Avaya Wireless Orchestration System (WOS) Version Avaya Inc - External Distribution WLAN 9100 Release Notes Release Notes for Avaya Wireless Orchestration System (WOS) Version 8.1.4-8076 Avaya Inc - External Distribution 1. Introduction WOS Enterprise 8.1.4-8076 is a feature release that

More information

Avaya Agile Communication Environment Web Browser and Office Add-ins Application Fundamentals

Avaya Agile Communication Environment Web Browser and Office Add-ins Application Fundamentals Avaya Agile Communication Environment Web Browser and Office Add-ins Application Fundamentals Release 2.3.2 NN10850-031, 05.02 March 2011 2011 Avaya Inc. All Rights Reserved. Notice While reasonable efforts

More information

Avaya Message Networking 6.3 GA Release Notes

Avaya Message Networking 6.3 GA Release Notes Avaya Message Networking 6.3 GA Release Notes July 07, 2014 Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing,

More information

Avaya CallPilot Mini Message Networking User Guide

Avaya CallPilot Mini Message Networking User Guide Part No. P0989498 02.1 Avaya CallPilot Mini Message Networking User Guide 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document

More information

Avaya Aura Contact Center Documentation Roadmap

Avaya Aura Contact Center Documentation Roadmap Documentation Roadmap Release 6.2 NN44400-113 03.02 30 July 2012 2012 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete

More information

Using Avaya Flare Communicator for ipad Devices

Using Avaya Flare Communicator for ipad Devices Using Avaya Flare Communicator for ipad Devices Release 8.1 Issue 0.1 June 2012 2012 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this

More information

Using Avaya Communicator for Microsoft Lync 2013 on IP Office Platform

Using Avaya Communicator for Microsoft Lync 2013 on IP Office Platform Using Avaya Communicator for Microsoft Lync 2013 on IP Office Platform Release 9.1 02-604413 Issue 2 May 2015 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure

More information

Avaya Aura 6.2 Feature Pack 2

Avaya Aura 6.2 Feature Pack 2 Avaya Aura 6.2 Feature Pack 2 WebLM 6.3.2 on VMware Release Notes Release 6.3.2 Issue: 1.0 May 2013 1 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information

More information

Avaya Aura Contact Center Performance Management

Avaya Aura Contact Center Performance Management Avaya Aura Contact Center Performance Management Release 6.4 44400-710 Issue 05.05 May 2015 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

Engagement Call Control Release Notes

Engagement Call Control Release Notes Engagement Call Control Release Notes Release 3.3 Issue 1 July 2017 2017, Avaya, Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

Avaya Message Networking 6.3 Service Pack1 Patch1 Release Notes

Avaya Message Networking 6.3 Service Pack1 Patch1 Release Notes Avaya Message Networking 6.3 Service Pack1 Patch1 Release Notes Sep20, 2018 Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the

More information

Avaya CallPilot 5.0 Library Listing

Avaya CallPilot 5.0 Library Listing Avaya CallPilot 5.0 Library Listing 5.0 NN44200-117, 01.04 December 2010 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

Avaya Aura Session Manager Release 6.1 Service Pack 1 Release Notes

Avaya Aura Session Manager Release 6.1 Service Pack 1 Release Notes Avaya Aura Session Manager Release 6.1 Service Pack 1 Release Notes Release 6.1 Service Pack 1 February 2011 Issue 1 2011 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made

More information

Using the Avaya IP Office Contact Center Salesforce Plug-In

Using the Avaya IP Office Contact Center Salesforce Plug-In Using the Avaya IP Office Contact Center Salesforce Plug-In Release 10.1.2 Issue 1 April 2018 2015-2018, Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the

More information

Using Avaya Aura Messaging

Using Avaya Aura Messaging Using Avaya Aura Messaging Release 6.2 Issue 3 October 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete

More information

Using Avaya Control Manager Central License and Traffic Tracker

Using Avaya Control Manager Central License and Traffic Tracker Using Avaya Control Manager Central License and Traffic Tracker Release 7.1 Issue 1.1 February 2015 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the

More information

Avaya IQ Standard Reports

Avaya IQ Standard Reports Avaya IQ Standard Reports Release 5.2 April 2015 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate

More information

Avaya VDI Communicator Overview and Planning

Avaya VDI Communicator Overview and Planning Avaya VDI Communicator Overview and Planning Release 2.0 October 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

Using Avaya one-x Agent

Using Avaya one-x Agent Using Avaya one-x Agent Release 2.5.4 (H.323) Issue 1 December 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is

More information

Avaya Aura WebLM 7.0 on VMware Release Notes

Avaya Aura WebLM 7.0 on VMware Release Notes Avaya Aura WebLM 7.0 on VMware Release Notes Issue: 2 May 2017 Copyright 2015-2017 Avaya Inc. All rights reserved. Use pursuant to the terms of your signed agreement or Avaya policy 1 Notice While reasonable

More information

Administering Avaya Aura Collaboration Environment

Administering Avaya Aura Collaboration Environment Administering Avaya Aura Collaboration Environment Release 3.0 August 2014 2014 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

Avaya one-x Mobile Client for BlackBerry - Avaya one-x Client

Avaya one-x Mobile Client for BlackBerry - Avaya one-x Client Avaya one-x Mobile Client for BlackBerry - Avaya one-x Client Enablement Services and Extension to Cellular (EC500) converged client Release 6.1.2 SP1 Release Notes Issue 1.0 23 August 2012 2012 Avaya

More information

Avaya CallPilot Mini/150 Desktop Messaging Quick Reference Guide

Avaya CallPilot Mini/150 Desktop Messaging Quick Reference Guide Part No. P0990116 03.1 Avaya CallPilot Mini/150 Desktop Messaging Quick Reference Guide 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information

More information

Administering Proactive Outreach Manager through Avaya Control Manager

Administering Proactive Outreach Manager through Avaya Control Manager Administering Proactive Outreach Manager through Avaya Control Manager Release 7.1 Issue 1.1 February 2016 2014-2016 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure

More information

IP Office Platform. Avaya IP Office Platform Embedded Voic User Guide (Intuity Mode) Issue 15b - (22 January 2015)

IP Office Platform. Avaya IP Office Platform Embedded Voic User Guide (Intuity Mode) Issue 15b - (22 January 2015) Avaya Embedded Voicemail User Guide (Intuity Mode) 15-604067 Issue 15b - (22 January 2015) 2015 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

Avaya 3100 Mobile Communicator - Web UI User Guide. Avaya 3100 Mobile Communicator Release 3.1

Avaya 3100 Mobile Communicator - Web UI User Guide. Avaya 3100 Mobile Communicator Release 3.1 Avaya 3100 Mobile Communicator - Web UI User Guide Avaya 3100 Mobile Communicator Release 3.1 Document Status: Standard Document Number: NN42030-110 Document Version: 04.04 Date: July 2010 2009 2010 Avaya

More information

Using Avaya one-x Agent

Using Avaya one-x Agent Using Avaya one-x Agent Release 2.5.10 (H.323) Issue 1 March 2017 2012-2017, Avaya, Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

Avaya Branch Gateways 6.3 (build ) Release Notes

Avaya Branch Gateways 6.3 (build ) Release Notes Avaya Branch Gateways 6.3 (build 33.13.0) Release Notes Issue 1 May 6, 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document

More information

Avaya Aura Documentation Catalog

Avaya Aura Documentation Catalog Avaya Aura Documentation Catalog Release 8.0 Issue 1 July 2018 2018, Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete

More information

Avaya Aura Contact Center Administration Client Administration

Avaya Aura Contact Center Administration Client Administration Avaya Aura Contact Center Administration Client Administration Release 6.3 NN44400-611 Issue 04.02 May 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure

More information

Avaya IP Key Expansion Module (KEM) User Guide. Avaya Business Communications Manager Release 2.0

Avaya IP Key Expansion Module (KEM) User Guide. Avaya Business Communications Manager Release 2.0 Avaya IP Key Expansion Module (KEM) User Guide Avaya Business Communications Manager Release 2.0 Document Status: Standard Document Number: NN40050-103 Document Version: 04.02 Date: October 2010 2010 Avaya

More information

Avaya Aura Presence Services Overview and Specification

Avaya Aura Presence Services Overview and Specification Avaya Aura Presence Services Overview and Specification Release 7.0 Issue 1 August 2015 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

BCM50 Rls 6.0. Router IP Routing. Task Based Guide

BCM50 Rls 6.0. Router IP Routing. Task Based Guide BCM50 Rls 6.0 Router IP Routing Task Based Guide Copyright 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete

More information

Avaya IQ Report Designer

Avaya IQ Report Designer Avaya IQ Report Designer Release 5.0 April 2010 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate

More information

Using Avaya Communicator for Microsoft Lync 2010 on IP Office Platform

Using Avaya Communicator for Microsoft Lync 2010 on IP Office Platform Using Avaya Communicator for Microsoft Lync 2010 on IP Office Platform Release 10 August 2016 2016, Avaya, Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information

More information

IP Office Phone Guide Issue 04a - (Friday, April 20, 2018)

IP Office Phone Guide Issue 04a - (Friday, April 20, 2018) 1403 Phone Guide 15-601013 Issue 04a - (Friday, April 20, 2018) 2018 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete

More information

Release Notes for Avaya Aura Communication Manager Messaging R VMware vappliance Software with SP5 (for CMM )

Release Notes for Avaya Aura Communication Manager Messaging R VMware vappliance Software with SP5 (for CMM ) Release Notes for Avaya Aura Communication Manager Messaging R6.3.100 VMware vappliance Software with SP5 (for CMM 6.03.0.141.0) Release Notes Issue 1, 10-August-2015 2011-2015 Avaya Inc. All rights reserved.

More information

Release Notes for Avaya Engagement Designer Release 3.1 Service Pack 2 ( ) Release Notes Issue 1, 2/18/2016

Release Notes for Avaya Engagement Designer Release 3.1 Service Pack 2 ( ) Release Notes Issue 1, 2/18/2016 Release Notes for Avaya Engagement Designer Release 3.1 Service Pack 2 (3.1.0.2 ) Release Notes Issue 1, 2/18/2016 Notice While reasonable efforts have been made to ensure that the information in this

More information

Telset Administration

Telset Administration BCM Rls 6.0 Telset Administration Task Based Guide Copyright 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete

More information

System-wide Call Appearance (SWCA) Features Card. Avaya Business Communications Manager Release 6.0

System-wide Call Appearance (SWCA) Features Card. Avaya Business Communications Manager Release 6.0 System-wide Call Appearance (SWCA) Features Card Avaya Business Communications Manager Release 6.0 Document Status: Standard Document Number: NN40010-101 Document Version: 04.02 Date: October 2010 2010

More information

Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager

Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager Using Avaya Desktop Wallboard for Supervisor and Contact Center Manager Release 7.0 Issue 1 July 2018 2016-2018 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure

More information

Release Notes for Avaya Proactive Contact 5.0 Agent. Release Notes for Avaya Proactive Contact 5.0 Agent

Release Notes for Avaya Proactive Contact 5.0 Agent. Release Notes for Avaya Proactive Contact 5.0 Agent Release Notes for Avaya Proactive Contact 5.0 Agent Copyright@2011 Notice: While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing,

More information

Product Release Notes for Avaya Proactive Contact Supervisor

Product Release Notes for Avaya Proactive Contact Supervisor Product Release Notes for Avaya Proactive Contact 4.1.2 Supervisor Page 1 Notice: While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time

More information

Avaya IQ High Availability and Survivability

Avaya IQ High Availability and Survivability Avaya IQ High Availability and Survivability Release 5.2 April 2015 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is

More information

Avaya Agile Communication Environment Mobility Application for BlackBerry

Avaya Agile Communication Environment Mobility Application for BlackBerry Avaya Agile Communication Environment Mobility Application for BlackBerry Release 2.3.2 NN10850-028, 04.02 March 2011 2011 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made

More information

Avaya Converged Office 2007 User Guide Microsoft Office Communications Server 2007

Avaya Converged Office 2007 User Guide Microsoft Office Communications Server 2007 Avaya Converged Office 2007 User Guide Microsoft Office Communications Server 2007 Avaya Communication Server 1000 Release 7.5 Document Status: Standard Document Version: 04.01 Document Number: NN43001-123

More information

IP Office Platform 9.1

IP Office Platform 9.1 Installing IP Office Video Softphone - Issue 05c - (03 December 2014) 2014 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete

More information

Intelligent Customer Routing. Developer Guide

Intelligent Customer Routing. Developer Guide Intelligent Customer Routing Developer Guide Release 7.0.1 March 2015 2015 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

Administering Avaya one-x Agent

Administering Avaya one-x Agent Administering Avaya one-x Agent Release 2.5.4 (H.323) Issue 1 December 2013 2013 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document

More information

Quick Install for Avaya Aura Device Services

Quick Install for Avaya Aura Device Services Quick Install for Avaya Aura Device Services Release 1.0 Issue 2 March 2017 2016-2017 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this

More information

Avaya Meridian Integrated RAN Release 2.0 Telephone Set-Based Administration User Guide. Avaya Communication Server 1000 Release 7.

Avaya Meridian Integrated RAN Release 2.0 Telephone Set-Based Administration User Guide. Avaya Communication Server 1000 Release 7. Avaya Meridian Integrated RAN Release 2.0 Telephone Set-Based Administration User Guide Avaya Communication Server 1000 Release 7.5 Document Status: Standard Document Number: P0888275 Document Version:

More information