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

Transcription

1 Administering Avaya one-x Agent Central Management using Avaya Control Manager Release Issue 1 July 2017

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4 Contents Chapter 1: Introduction... 6 Purpose... 6 Architecture Overview... 6 Architecture diagram... 6 Deployment Options... 7 All-In-One Server Deployment... 8 Remote SQL Server Deployment... 8 Multiserver Deployment... 9 Chapter 2: Integrating the Avaya one-x Agent portal with Control Manager Adding an Avaya one-x Agent connector Integrating the Avaya one-x Agent portal with Control Manager Configuring Avaya one-x Agent manually field descriptions Managing Agents and Users From Avaya Control Manager Managing an Avaya one-x Agent user from Control Manager Managing Permissions from Avaya Control Manager Chapter 3: Using the Avaya one-x Agent Central Management administration portal Confirming the Control Manager Central Management for Avaya one-x Agent Configuration URL Logging on to the Avaya one-x Agent server Logging out of the Avaya one-x Agent server Planning a client configuration Chapter 4: Administering users Importing users Adding users Activating or deactivating a user Chapter 5: User groups Group Assignment Logic Creating a user group Editing user groups Searching a user group Deleting user groups Chapter 6: Managing location data Importing location data Chapter 7: Managing templates Creating templates Configuring the Telephony Login settings Configuring Alternate Server Addresses Configuring the Agent Login settings July 2017 Administering Avaya one-x Agent using Control Manager

5 Contents 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 settings Configuring the Voice Mail Integration settings Configuring the Codes settings Importing codes Adding a new code Configuring the Event Logging Settings Configuring the Outlook Contacts settings Configuring the Dialing Rules Settings Configuring the Touch Tone Shortcuts settings Configuring the Stroke Count Codes settings Configuring the IM settings Configuring the IM Responses Settings Configuring the TTY-General settings Configuring the TTY- Abbreviations Settings Configuring the Call Handling Settings Configuring the User Interface settings Chapter 8: Managing contacts Importing Multiple Contacts Adding a Contact List Adding Members To a Contact List Attaching a Contact List To a Template Detaching a Contact List From a Template Chapter 9: Authentication modes and LDAP integration Standard Authentication LDAP Root LDAP Credentials Mixed Authentication Appendix A: Resources Documentation Finding documents on the Avaya Support website Training Viewing Avaya Mentor videos Support Using the Avaya InSite Knowledge Base July 2017 Administering Avaya one-x Agent using Control Manager

6 Chapter 1: Introduction Purpose This document describes how to administer Avaya one-x Agent Central Management using Avaya Control Manager. Architecture Overview The Avaya one-x Agent Central Management feature is part of Control Manager and includes the following three components: Central Management Database A database that stores the configuration of Avaya one-x Agent clients. Configuration Service A Web service that communicates with Avaya one-x Agent clients for authentication and retrieving and storing client data. Administration Portal 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 deployments, see Deployment options. Related links Architecture diagram on page 6 Architecture diagram The following diagram shows the Avaya one-x Agent Central Management architecture. July 2017 Administering Avaya one-x Agent using Control Manager

7 Deployment Options The numbers in the diagram correspond to the numbered descriptions below: 1. The Avaya one-x Agent client sends an 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 Managerdatabase with the user credentials. Control Manager 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 Related links All-In-One Server Deployment on page 8 Remote SQL Server Deployment on page 8 July 2017 Administering Avaya one-x Agent using Control Manager

8 Introduction Multiserver Deployment on page 9 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 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. July 2017 Administering Avaya one-x Agent using Control Manager

9 Deployment Options 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, contact Avaya Professional Services. July 2017 Administering Avaya one-x Agent using Control Manager

10 Chapter 2: Integrating the Avaya one-x Agent portal with Control Manager The Control Manager system installs the Avaya one-x Agent Central Management portal by default with local authentication. The Avaya one-x Agent Central Management database locally manages all Central Management users and agents. You can integrate the Central Management portal with the main Control Manager portal. You can also manage all users and agents directly from Control Manager. With integration between the Central Management portal and the Control Manager Web administration portal, any users created using Control Manager or using Central Management are present on both systems. All agents created in Central Management are still active and can continue to work with the Avaya one-x Agent clients. Related links Adding an Avaya one-x Agent connector on page 10 Integrating the Avaya one-x Agent portal with Control Manager on page 11 Managing Agents and Users From Avaya Control Manager on page 14 Managing Permissions from Avaya Control Manager on page 15 Adding an Avaya one-x Agent connector Procedure 1. Navigate to Configuration > Services > Provisioning. 2. Double-click the default provisioning server. 3. Select the Connectors tab. 4. Set one-x Agent to Yes. 5. Click Save. July 2017 Administering Avaya one-x Agent using Control Manager

11 Integrating the Avaya one-x Agent portal with Control Manager Integrating the Avaya one-x Agent portal with Control Manager About this task This procedure enables you to integrate the Avaya one-x Agent portal with the main Control Manager portal to enable single sign-on (SSO) access. Setting up SSO access is optional. Before you begin If you are setting up SSO access, you must also configure SSO access on the main Control Manager portal. See the Configuring Avaya Control Manager document for more information about setting up SSO. Procedure 1. Navigate to the Control Manager Avaya one-x Agent Web folder where you are configuring SSO. For example, C:\Program Files (x86)\avaya\avaya Control Manager<Release Number>\Web\ACCCM ONEX WEB 2. Create a backup copy of the web.config file (web.config.backup ), in case you need to restore the old version. 3. Open the web.config file for editing. 4. Modify the authentication mode to Windows, as follows: <authentication mode = Windows /> <authorization> <deny users =? /> </authorization> Important: Ensure that this line of code is not marked as a comment. 5. Mark the following line of code as a comment by adding <!-- to the beginning of the line and --> to the end of the line: <!-- <authentication mode = Forms > <forms loginurl = ~/Account/ Login timeout = 2880 /></authentication> --> 6. Set the ACCCM_SSO key value to true, as follows: <add key= ACCCM_SSO value= true /> 7. Save the web.config file. 8. Log in to the Control Manager Web Portal as an administrator. 9. Navigate to Configuration > Customer Engagement > one-x Agent. July 2017 Administering Avaya one-x Agent using Control Manager

12 Integrating the Avaya one-x Agent portal with Control Manager 10. Double click the existing portal, or click Add to create a new portal. The system displays the following page: 11. On the Connection Details tab, enter appropriate values in the fields as described in Configuring Avaya one-x Agent manually field descriptions on page Click Save. 13. Assign the Avaya one-x Agent Central Management server to a location in Control Manager. Important: If you do not assign the Avaya one-x Agent configuration to a location, the system does not save the user to the Control Manager Avaya one-x Agent database. a. Navigate to Configuration > Locations. b. In the locations list, double-click the location to which you want to assign the Avaya one-x Agent system. c. Click the Systems tab. d. Click Add. The following page appears: July 2017 Administering Avaya one-x Agent using Control Manager

13 Integrating the Avaya one-x Agent portal with Control Manager e. In the System Type drop-down list, click select one-x. f. In the System Name drop-down list, click the Avaya one-x Agent system that you configured. g. (Optional) In the Sync Schedule drop-down list, click the required sync schedule. h. Click Save. 14. Repeat this procedure for each location that you want to assign to the Avaya one-x Agent integration. Configuring Avaya one-x Agent manually field descriptions Field name Alias Type Server IP Value Any given name. Choose one-x Agent from the drop-down list. The host name or IP address of the SQL server database that hosts the Control Manager one-x database. In case the system was installed as an all-in-one server, the value must be the Control Manager server host name. Port The SQL server port. The default port is UserName Password DB Server DB username DB password DB name The SQL server user name that Control Manager uses for this integration. The default value is ACMONEXUSER. The password you selected during the installation process for this user or the password you created for this user. The host name or IP address of the SQL server database that hosts the Control Manager ONE-X database. If the system is installed as an all-in-one server, the value must be the Control Manager server host name. The SQL database user name that Control Manager uses for this integration. The default value is ACMONEXUSER. The password you selected during the installation process for this user or the password you created for this user. The Web Service URL for the Avaya one-x Agent database server. For example: Name or IP Address/acccmonexcfg July 2017 Administering Avaya one-x Agent using Control Manager

14 Integrating the Avaya one-x Agent portal with Control Manager Managing Agents and Users From Avaya Control Manager About this task When you activate the Avaya Control Manager integration for Avaya one-x Agent, you can manage all Avaya one-x Agent and users from Avaya Control Manager. Managing an Avaya one-x Agent user from Control Manager Procedure 1. Navigate to Users on the Control Manager home page. 2. In the Organization tree, click a team. 3. In the right pane, double-click the user from the users list. The system displays the screen for the user. 4. In the Available applications section, select the one-x Agent check box and click Save. Administer any other options that become required by designating the user as an Avaya one- X Agent user. 5. Click the Permissions tab. 6. Select a role. You can select roles for agent, supervisor, or Web administrator. When you select a role, default permissions are automatically selected for the role type. 7. Click Save. July 2017 Administering Avaya one-x Agent using Control Manager

15 Managing Permissions from Avaya Control Manager 8. To assign the managed user to an Avaya one-x Agent template, click the one-x Template tab. 9. In the Available Templates list, select at least one template. This field list the templates that you created in the Templates portal in Control Manager. 10. Click the right arrow to add the desired template to the Selected template list. You can assign more that one template to an Avaya one-x Agent user. If the user has more than one template assigned to them, you can move the templates up and down in the order of templates, and the user can select different templates when they log on. 11. Click Save. Managing Permissions from Avaya Control Manager About this task By integrating the Avaya Control Manager one-x and the main Avaya Control Manager application, the system inherits all permissions from the role-based permission engine of Avaya Control Manager. Avaya Control Manager supports the following permissions: Permission name Description one-x Agent The system assigns this permission to agents who log in to the Avaya one-x Agent client application. one-x Agent Supervisor Web Administrator Add contact list member Add location data Delete contact list Delete group Edit contact list Edit group The system assigns this permission to supervisors who log in to the Avaya one- X Agent client application. The system assigns this permission with the Avaya one-x Agent permission Enables the user to log in to the Avaya Control Managerone-X web portal. Enables the administrative user to add contact list members in the Avaya Control Manager one-x portal. Enables the administrative user to add location data in the Avaya Control Manager one-x portal. Enables the administrative user to delete a contact list in the Avaya Control Manager one-x portal. Enables the administrative user to delete an agent group in the Avaya Control Manager one-x portal. Enables the administrative user to edit a contact list members in the Avaya Control Manager one-x portal Enables the administrative user to edit an agent group in the Avaya Control Manager one-x portal. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

16 Integrating the Avaya one-x Agent portal with Control Manager Permission name Import contact list member Add domain Add template Delete contact list member Delete location data Edit contact list member Edit location data Import location data Add domain group Add user Delete domain Delete template Edit domain Edit template Import users Description Enables the administrative user to use the import contact list member feature in the Avaya Control Manager one-x portal. Enables the administrative user to add a new domain in the Avaya Control Manager one-x portal. Enables the administrative user to add a template in the Avaya Control Manager one-x portal. Enables the administrative user to delete contact list members in the Avaya Control Manager one-x portal. Enables the administrative user to delete location data in the Avaya Control Manager one-x portal. Enables the administrative user to edit contact list members in the Avaya Control Manager one-x portal. Enables the administrative user to edit location data in the Avaya Control Manager one-x portal. Enables the administrative user to import location data in the Avaya Control Manager one-x portal. Enables the administrative user to add a domain group in the Avaya Control Manager one-x portal. Enables the administrative user to add a new user/agent in the Avaya Control Manager one-x portal. Enables the administrative user to delete a domain in the Avaya Control Manager one-x portal. Enables the administrative user to delete a template in the Avaya Control Manager one-x portal. Enables the administrative user to edit a domain in the Avaya Control Manager one-x portal. Enables the administrative user to edit a template in the Avaya Control Manager one-x portal. Enables the administrative user to import users/agents in the Avaya Control Manager one-x portal. July 2017 Administering Avaya one-x Agent using Control Manager

17 Chapter 3: Using the Avaya one-x Agent Central Management administration portal Related links Confirming the Control Manager Central Management for Avaya one-x Agent Configuration URL on page 17 Logging on to the Avaya one-x Agent server on page 18 Logging out of the Avaya one-x Agent server on page 18 Planning a client configuration on page 18 Confirming the Control Manager Central Management for Avaya one-x Agent Configuration URL The Avaya one-x Agent client stores the path to the Control Manager one-x URL in a registry key on the Avaya one-x Agent client server. The system stores the registry key in the following location on a Windows 32-bit system: HKEY_LOCAL_MACHINE > SOFTWARE > Avaya > Avaya one-x Agent > Settings. The system stores the registry key in the following location on a Windows 64-bit system: HKEY_LOCAL_MACHINE > SOFTWARE > Wow6432Node > Avaya > Avaya one-x Agent > Settings. The key name is CentralManagementUri. Confirm that the URI shows the following: name>/acccmonexcfg/ July 2017 Administering Avaya one-x Agent using Control Manager

18 Using the Avaya one-x Agent Central Management administration portal where <server name> is the IP address or FQDN of the Control Manager Central Management for Avaya one-x Agent system. Logging on to the Avaya one-x Agent server Procedure 1. Log on to the Control Manager system. 2. From the Control Manager home page, click Avaya one-x Agent. Logging out of the Avaya one-x Agent server Before you begin Save any changes you have made in the Avaya one-x Agent administration portal. Procedure Click Logout on the top right corner of the page. Planning a client configuration About this task This section provides guidelines that you can follow to perform a client configuration using Control Manager. Procedure 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 templates. After determining the client requirements and the profiles that agents need to handle, you can 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. July 2017 Administering Avaya one-x Agent using Control Manager

19 Planning a client configuration 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. 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 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. 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 file into Avaya Control Manager one-x. The system assigns the users to the corresponding roles and templates that you create before importing. 7. 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. Note: If the one-x Agent Central Management template already has a contact list, you cannot create your own stand-alone contacts through Avaya one-x Agent Central Management. In this case, you can use the softphone and add the stand-alone contacts through the work log. 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. July 2017 Administering Avaya one-x Agent using Control Manager

20 Using the Avaya one-x Agent Central Management administration portal 11. Set up any hot-desking locations using the Manage Location Data page. July 2017 Administering Avaya one-x Agent using Control Manager

21 Chapter 4: Administering users Related links Importing users on page 21 Adding users on page 24 Activating or deactivating a user on page 31 Importing users You can perform a bulk user import that contains 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/Export Users page. Click the Export button, 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 Control Manager Avaya one-x Agent Central Management 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 Control Manager, the system adds the roles, templates, and groups. The importing of existing users does not replace, delete, or duplicate the users from the list of users in the Manage Users section of Control Manager Avaya one-x Agent Central Management. 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. Before you begin 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: July 2017 Administering Avaya one-x Agent using Control Manager

22 Administering users Column heading User name First Name Last Name Password Authentication Type Role: one-x Agent Role: one-x Agent Supervisor Role: Web Administrator Template ID Domain ID Domain Group ID Description The Avaya one-x Agentuser name that the system stores in Control Manager Avaya one-x Agent Central Management. User's first name. User's last name. The plain text password for the user. Once imported, the password is encrypted. Enter the type of authentication being used for the user. 0 = database user 1 = LDAP root 2 = LDAP credentials 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. As indicated, substitute <default> with the template ID that you want to assign to the user. You can assign multiple templates to a user. Enter Y or Yes in this column against the user name to assign the template. Multiple columns can correspond to the templates in Control Manager Avaya one-x Agent Central Management. Specifies the domains available to be assigned to the users. The Domain ID must be an exact match to the ID in Central Management. Domain IDs that do not match an existing domain will be ignored. Specifies the domain groups available to be assigned to the users. The Domain Group ID must be an exact match to the ID in Central Management. Domain Group IDs that do not match an existing domain will be ignored. Caution: When you add data to a file, do not delete or overwrite the header row of the Unicode Text file. About this task 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: Procedure 1. Log on to Control Manager. 2. On the home page, select Avaya one-x Agent. The system displays the Manage Users page. July 2017 Administering Avaya one-x Agent using Control Manager

23 Importing users 3. Click Import/Export Users. See the following screen for the location of the Import/Export Users button. The system displays the following page: 4. On the Import/Export Users page, click Browse to locate the Unicode text file. 5. Select a file in the Choose File to Upload dialog box and click Open. 6. Click Import to import users listed in the Unicode text file. July 2017 Administering Avaya one-x Agent using Control Manager

24 Administering users Adding users Before you begin In Active Directory, define all users that you add to or import from the CSV file into Control Manager one-x. Procedure 1. On the 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: July 2017 Administering Avaya one-x Agent using Control Manager

25 Adding users 3. On the Details page, enter appropriate values in the fields, as described 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 surname of the user. The password for the user to access the application. The address of the user. The authentication type for the user. Control Manager one-x supports the following authentication types: DB User Standard: Use this option if you set the authentication type as database user name and set the password authentication with the information stored in the Control Manager Avaya one-x Agent database. LDAP Root: Use this 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. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

26 Administering users Field Domains Contact Center Roles one-x Agent one-x Agent Supervisor Web Administrator Roles Web Administrator Description For more information, see the Installing and Configuring Avaya one-x Agent guide. LDAP Credentials: Use this 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 on page 104 and LDAP Credentials Mixed Authentication on page 109. 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 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 Control Manager one-x. Users with one-x Agent role do not have access to the 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 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 Control Manager one-x, the administrators do not have access to Avaya one-x Agent, because they are not the intended end users. July 2017 Administering Avaya one-x Agent using Control Manager

27 Adding users 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. July 2017 Administering Avaya one-x Agent using Control Manager

28 Administering users 8. In the Available Templates list, select the templates you want to assign to the user and move them to the Selected Templates list. When you assign the template to the user, the template becomes the user s profile. Important: You must assign at least one template to an Avaya one-x Agent user or the user will not be saved and the user will not be able to log on to the Avaya one-x Agent client. Use the left and right arrows to move templates between lists. Use the up and down arrows to change the order of the selected templates. The order of the templates defines the user s default template and the order they are presented to the user when they log on to the Avaya one-x Agent client. If you assign multiple templates to a user, the system generates multiple profiles for the user. When the user logs on to the client, the first template is the active template, but a user can select any of the templates assigned to them here. If the user selects a different template as their primary template, that selection is then reflected in the Control Manager list of assigned templates. 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. Click the right arrow button to add the selected templates to the Selected template list. 10. Click the Agent Permissions tab. The system displays the following page. July 2017 Administering Avaya one-x Agent using Control Manager

29 Adding users 11. 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 allows the 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. Allow Change To Contact List An option that determines whether to allow a user to make changes to the contact list. By default, this check box is cleared, which indicates that the user cannot add, modify, or delete the contact list. Note: The user can only modify or delete the personal contact list, but cannot make any changes to the global or corporate contact list. Keep Server Template Changes For the Avaya one-x users who changed their template during their logged on period, this option determines whether to prevent overriding the template changes with the client side values in the user profile. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

30 Administering users Field Description By default, this check box is selected, which indicates that the system prevents overriding the template changes. 12. In the General Settings section, select the appropriate options, as described in the following table: Field Delete Agent Setting From Desktop On Exit Time Between Client Configuration Save Minutes 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 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. 13. If you have selected the one-x Agent Supervisor role, click the My Team tab. The system displays the following page. 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. You can also click the First, Prev, Next, and Last links to navigate the list of team members if the list is long. Note: 14. Click Save. When you assign a template to a user, the system generates a profile for the user with the same name as the assigned template. July 2017 Administering Avaya one-x Agent using Control Manager

31 Activating or deactivating a user 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. All configurations remain attached to the user. On activation, agents can log in using the most recently saved configuration data. Before you begin Ensure that user details are present in Avaya Control Manager one-x. Procedure 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. July 2017 Administering Avaya one-x Agent using Control Manager

32 Chapter 5: User groups A user group 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, an 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 the Control Manager Central Management feature for Avaya one-x Agent. You can also use a CSV file to perform bulk import of group definitions with assigned templates and users. Related links Group Assignment Logic on page 32 Creating a user group on page 33 Editing user groups on page 36 Searching a user group on page 36 Deleting user groups on page 37 Group Assignment Logic When you assign a user to a group, the user inherits the configuration from the group. This section explains the logic behind the group assignment process. The following 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. July 2017 Administering Avaya one-x Agent using Control Manager

33 Creating a user group Creating a user group Procedure 1. Navigate to Users > User Groups. The system displays the Manage Groups screen. 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. July 2017 Administering Avaya one-x Agent using Control Manager

34 User groups c. If you select a supervisor, the system displays the group members in the My Team list of the supervisor. 4. Click the Roles tab The system displays the Roles screen: 5. Select the roles you want for this group. 6. Click the Templates tab. The system displays the following screen: 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. July 2017 Administering Avaya one-x Agent using Control Manager

35 Creating a user group c. If you select more than one template, use the up and down arrows to order the templates by priority. 7. Click the Members tab. The system displays the following screen: 8. Click Add. The system displays the Available Members screen: 9. Select the members you want to add to this 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 July 2017 Administering Avaya one-x Agent using Control Manager

36 User groups 10. Click Insert after you have selected all of the members you want to add. 11. Click Save. The system displays the group you just created. 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 Procedure 1. Navigate to Users > User Groups. The system displays the Manage Groups screen. 2. In the list of groups, select a group and click Edit. 3. On each tab, enter appropriate values in the fields. 4. Click Save. Searching a user group Procedure 1. Navigate to Users > User Groups. July 2017 Administering Avaya one-x Agent using Control Manager

37 Deleting user groups The system displays the Manage Groups screen. 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 user groups Procedure 1. Navigate to Users > User Groups. The system displays the Manage Groups screen. July 2017 Administering Avaya one-x Agent using Control Manager

38 User groups 2. In the groups list, select a check box corresponding to the user group that you want to delete. 3. Click Delete. 4. Click OK when asked to confirm the deletion. July 2017 Administering Avaya one-x Agent using Control Manager

39 Chapter 6: Managing 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 getting the full configuration. After you log out of the system, the central server stores all user data. Note: You can also edit and delete the location data using those functions of the user interface. Related links Importing location data on page 39 Importing location data Before you begin 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 save the file for future use. The locationexample.csv file contains the following columns: Column Host Name Description The host name is the name of computer that agents use. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

40 Managing location data Column Extension Password Call Server Address Description The extension number of the endpoint for the host. For example, enter 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. Procedure 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab 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. The system imports the location data to the database. You can check the new location data on the Manage Location Data page. If the system does not import the data correctly or if the system displays an error message, you must verify the CSV file. July 2017 Administering Avaya one-x Agent using Control Manager

41 Chapter 7: Managing 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 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 and 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 logon. Related links Creating templates on page 42 Configuring the Telephony Login settings on page 44 Configuring Alternate Server Addresses on page 46 Configuring the Agent Login settings on page 49 Configuring the Login - IM settings on page 50 Viewing Phone Numbers on page 52 Configuring the Work Handling settings on page 54 Configuring the Audio Greetings settings on page 56 Configuring the Screen Pop settings on page 58 Configuring the Launch Application settings on page 60 July 2017 Administering Avaya one-x Agent using Control Manager

42 Managing templates Configuring the Directory settings on page 63 Configuring the Work Log settings on page 65 Configuring the Desktop Integration settings on page 67 Configuring the Voice Mail Integration settings on page 68 Configuring the Codes settings on page 69 Configuring the Event Logging Settings on page 76 Configuring the Outlook Contacts settings on page 77 Configuring the Dialing Rules Settings on page 78 Configuring the Touch Tone Shortcuts settings on page 82 Configuring the Stroke Count Codes settings on page 83 Configuring the IM settings on page 85 Configuring the IM Responses Settings on page 86 Configuring the TTY-General settings on page 88 Configuring the TTY- Abbreviations Settings on page 90 Configuring the Call Handling Settings on page 91 Configuring the User Interface settings on page 93 Creating templates About this task Avaya Control Manager one-x provides you the ability to create and use templates. Use this procedure to create a new template. Note: You can also search, edit, and delete templates using those functions on the user interface. Procedure 1. On the Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. July 2017 Administering Avaya one-x Agent using Control Manager

43 Creating templates 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 a welcome message. July 2017 Administering Avaya one-x Agent using Control Manager

44 Managing templates 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. Configuring the Telephony Login settings About this task Perform the following steps after selecting the template to configure the Telephony Login settings. Procedure 1. On the 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 Telephony. The system displays the Login Telephony page. July 2017 Administering Avaya one-x Agent using Control Manager

45 Configuring the Telephony Login settings 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) check box. 6. Enter appropriate values in the fields, as described in the following table: Field Enable Automatic Connection To Communication Manager Extension Password Signaling Protocol Transport SIP Domain Description Select 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. The signaling protocol. For example, SIP or H.323. The transport protocol. The SIP domain. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

46 Managing templates Field 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 Description Select to remember the specified password at the time of next log in. Select to enable the support for Communication Manager auto answer. Select to enable a warning when another user is logged into the extension. The IP address of the Communication Manager server for H.323 or the Session Manager server for SIP. The port number to access the Communication Manager server. The required license type. The method by which the agent connects to the phone. 7. Click Save. 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 the list to the endpoint during a successful Registration, Admission and Status (RAS) process. The Alternate Server feature, on the other hand, initially sets up a successful RAS session. Before you begin Retrieve all alternate server addresses. Procedure 1. On the Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. July 2017 Administering Avaya one-x Agent using Control Manager

47 Configuring Alternate Server Addresses 3. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 4. Click the Templates tab. The system displays the Manage Templates page. 5. In the templates list, double-click a template to edit. 6. In the System section in the left pane, click Alternate Server List. The system displays the Alternate Server List page. July 2017 Administering Avaya one-x Agent using Control Manager

48 Managing templates 7. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) check box. 8. Click the Add button. Note: The system s fields are activated, enabling you to enter values. 9. Select the Read only check box to mark the IP Address field as read-only in the Avaya one- X Agent user interface. 10. In the IP Address field, enter the IP Address or FQDN of the alternate server. 11. 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. 12. 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. 13. Click the Insert button to add the specified server to the server list. 14. To add multiple servers, repeat the above steps. 15. Use the Up and Down buttons to arrange the sequential order of the servers the system must try. 16. Click Save. July 2017 Administering Avaya one-x Agent using Control Manager

49 Configuring the Agent Login settings Configuring the Agent Login settings About this task Perform the following steps after selecting the template you want to configure. Procedure 1. On the 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. July 2017 Administering Avaya one-x Agent using Control Manager

50 Managing templates 5. Enter appropriate values in the fields on the page, as described in the following table: Field Automatically Sign Into The ACD Server Enable ACD Login Agent Password Remember Password For Next Login Description Select to enable automatic sign in to the ACD server. Select to enable the ACD login. The agent extension number. The agent password. Select to remember the specified password at the time of next 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 About this task Perform the following steps after selecting the template to configure. July 2017 Administering Avaya one-x Agent using Control Manager

51 Configuring the Login - IM settings Procedure 1. On the 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 - IM. The system displays the Login - IM page. July 2017 Administering Avaya one-x Agent using Control Manager

52 Managing templates 5. Enter appropriate values in the displayed fields, as described in the following table: Field Enable IM Login Automatically Connect To IM Server User ID Password Domain Remember Password For Next Login IM Server Address 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. Select to save the password for subsequent login attempts. 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. 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 to be available for use. Before you begin The agent must add additional phone numbers to view the numbers on the page. Procedure 1. On the Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. July 2017 Administering Avaya one-x Agent using Control Manager

53 Viewing Phone Numbers 3. In the templates list, double-click a template to edit. 4. In the Agent 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 a phone number as Other Phone. 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. July 2017 Administering Avaya one-x Agent using Control Manager

54 Managing templates Note: As an administrator, you can add phone numbers by editing a user profile on the Manage Users page. 6. Click Save. Configuring the Work Handling settings About this task These settings control how the agents receive calls on the Avaya one-x Agent client. Procedure 1. On the 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 Handling. The system displays the Work Handling page. July 2017 Administering Avaya one-x Agent using Control Manager

55 Configuring the Work Handling settings 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 described in the following table: Field Work Completion Of ACD Calls Transition To Ready State Work Items Description Define how the ACD calls must be completed. Define the agent transition state after the agent releases the call. The With Aux Reason Code option is available only if the Transition To Ready State field is set to Manual-Ready. Select the appropriate option to accept incoming work items. When an agent sets the option to Auto-Accept, the system accepts calls automatically. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

56 Managing templates Field Communication Manager Ready Mode Description 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. 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 when receiving calls from specific numbers, VDNs, or Prompted Digits. Before you begin Agents must add a greeting to the system. About this task Perform the following steps after selecting the template to configure. Procedure 1. On the 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. July 2017 Administering Avaya one-x Agent using Control Manager

57 Configuring the Audio Greetings settings 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 described in the following table: Field Name Description Auto Play Match ANI 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. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

58 Managing templates Field Match VDN digits Match Criteria Match Prompted Digits Match Criteria Description If you set the Match Criteria to the 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 where the digits can be located. Specify the prompted digits. Specify the location in the prompted digits where the digits can be located. 8. Click the Insert button. 9. Click Save. Configuring the Screen Pop settings About this task 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, such as 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. Procedure 1. On the Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. July 2017 Administering Avaya one-x Agent using Control Manager

59 Configuring the Screen Pop settings 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. 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 described in the following table: Field Screen Pop Name Address Or URL Of Program 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 Web application as a screen pop, type a Table continues July 2017 Administering Avaya one-x Agent using Control Manager

60 Managing templates Field Command Line Parameters Trigger On One Of Inbound Call Is Outbound Call Is Trigger Only When The Vdn is Description valid Web address, for example, type tel. 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), 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 An option to set the screen pop trigger for the outbound call. You can select from one of the following options: Connected Released 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. July 2017 Administering Avaya one-x Agent using Control Manager

61 Configuring the Launch Application settings 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. Procedure 1. On the 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 Launch Applications. The system displays the Launch Applications page. July 2017 Administering Avaya one-x Agent using Control Manager

62 Managing templates 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 s fields are activated, enabling you to enter values. 7. Enter appropriate values in the fields, as described in the table: Field Application Name File, Folder, Or URL To Launch Description Parameters To Pass Default Directory 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. The parameters to launch the third-party 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. July 2017 Administering Avaya one-x Agent using Control Manager

63 Configuring the Directory settings 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. Procedure 1. On the 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. July 2017 Administering Avaya one-x Agent using Control Manager

64 Managing templates 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 described in the table: Field Name Server Address Username Password Search Root Description The name of the directory. Enter the network domain or IP address of the Public Directory server. Enter a valid user name if the Public Directory server requires authorization. Enter 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. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

65 Configuring the Work Log settings Field Port Timeout Description Enter the port number for secure connection. To use a secured port, specify any value other than 389. Specify the search time out in seconds. Max Entries Specify the maximum entry to return, for example, Blind Option 8. Click the Insert button. 9. Click Save. Select the appropriate option. Configuring the Work Log settings About this task You can configure the system to save the work record types on the IM transcripts for IM interactions in Work Log. Procedure 1. On the 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. July 2017 Administering Avaya one-x Agent using Control Manager

66 Managing templates Note: After the Avaya one-x Agent log file reaches a certain size, the system creates another log file to store the log information. The system creates a new log file every 24 hours. 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 relevant options, as described in the following table: Field Log Incoming Calls Log Outgoing Calls Log Incoming IMs Save Transcripts Log Outgoing IMs Save Transcripts Log Incoming TTYs Description Select to create a log of incoming calls, saved on the agent s desktop. Select to create a log of outgoing calls, saved on the agent s desktop. Select to create a log of incoming IMs, saved on the agent s desktop. Select to save transcripts of incoming IMs. Select to create a log of outgoing IMs, saved on the agent s desktop. Select to save the transcripts of outgoing IMs. Select to create a log of incoming TTYs, saved on the agent s desktop. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

67 Configuring the Desktop Integration settings Field Save Transcripts Days To Keep Contact Records In History Description Select to save the transcripts of incoming TTYs. Specify the number of days the system must store the work log records. 7. Click the Insert button. 8. Click Save. Configuring the Desktop Integration settings Procedure 1. On the 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. July 2017 Administering Avaya one-x Agent using Control Manager

68 Managing templates 5. Select the relevant options, as described 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. Configuring the Voice Mail Integration settings About this task You can integrate voice mail support with a template. The voice mail system is available to 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. Voice Mail Integration is available only for those extensions that have a Communication Manager Message Waiting Lamp translated. You can associate the voice mail messages with a telephone, an application, or a Web browser. Procedure 1. On the 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. July 2017 Administering Avaya one-x Agent using Control Manager

69 Configuring the Codes settings 4. In the System section in the left pane, click Voice Mail Integration. The system displays the Voice Mail Integration 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 relevant options, as described 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 The following are the categories of codes that agents can send to Communication Manager with their work. July 2017 Administering Avaya one-x Agent using Control Manager

70 Managing templates Code Auxiliary Logout Supervisor Work Description Agents select from the set of codes to specify the reason the agent is in an auxiliary 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. 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 sent to Communication Manager, which are 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. 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. Note: In Control Manager Central Management, 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 a template assigned to them specifically or to any group to which the users belong can access these codes. July 2017 Administering Avaya one-x Agent using Control Manager

71 Configuring the Codes settings Note: Codes administered in Control Manager are displayed as read-only in Avaya one-x Agent. This is noted by the defaulted check mark in the Read Only (For client) option shown on the screen in the procedure. Central administrators can only add and edit code content through the CSV file import mechanisms. Procedure 1. On the Control Manager 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. July 2017 Administering Avaya one-x Agent using Control Manager

72 Managing templates 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. July 2017 Administering Avaya one-x Agent using Control Manager

73 Configuring the Codes settings 7. Click the Browse button and select the Unicode text file you want to import. 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 code Procedure 1. On the Avaya Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. July 2017 Administering Avaya one-x Agent using Control Manager

74 Managing templates 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. July 2017 Administering Avaya one-x Agent using Control Manager

75 Configuring the Codes settings 5. Click the Category field and select the category for the code that you want to create. 6. Click the Add button. 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. July 2017 Administering Avaya one-x Agent using Control Manager

76 Managing templates Configuring the Event Logging Settings Configure event logging to record event logs of various levels for the 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. Before you begin Ensure that you know various logging levels and the remote host address where the system must save the logs. Procedure 1. On the 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 Event Logging. The system displays the Event Logging page. July 2017 Administering Avaya one-x Agent using Control Manager

77 Configuring the Outlook Contacts settings 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 logging format. 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 in a template assigned to an agent or a group of agents or directly edit a user profile. Before you begin Get the required credentials and location addresses. Procedure 1. On the 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. July 2017 Administering Avaya one-x Agent using Control Manager

78 Managing templates 4. In the Agent section in the left pane, click Outlook Contacts. The system displays the Outlook Contacts page. 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 a contact expires. 9. Click Save. Configuring the Dialing Rules Settings Dialing rules depend on the country and location of your Communication Manager. These rules help the system to distinguish extensions from trunk calls, based on the length of the dialing string. These rules ensure that the system uses the right Automatic Route Selection (ARS) code, modifying 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, such as 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 an authorization code in a user profile. 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 making a call. About this task Perform the following steps to configure dialing rules for the selected template: July 2017 Administering Avaya one-x Agent using Control Manager

79 Configuring the Dialing Rules Settings Procedure 1. On the 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 Dialing Rules. The system displays the Dialing Rules page. July 2017 Administering Avaya one-x Agent using Control Manager

80 Managing templates 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 described in the following table: Field Number To Dial To Access Outside Line Your Country Code Your Area/City 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. The code of the area or city from which you are accessing Communication Manager. For example, agents accessing Communication Manager from North America type 1. 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. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

81 Configuring the Dialing Rules Settings Field 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 Time Period of Pause (Comma) in dialing (in seconds) Display Confirmation Window Before Dialing A Number Description 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 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 three-digit, 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 from a region which supports variable national phone numbers, specify the length of the valid telephone numbers in 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 a local phone call with the area code or city code. 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. 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. July 2017 Administering Avaya one-x Agent using Control Manager

82 Managing templates 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 an authorization code, select On local calls. To make national long distance calls using an authorization code, select On national long distance calls. To make international calls using an 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 settings About this task Touch tone shortcuts are available to the agents on the Dialpad window. Perform the following steps to configure how these shortcuts must appear on the Avaya one-x Agent client. Procedure 1. On the 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 Touch Tone Shortcuts. The system displays the Touch Tone Shortcuts page. July 2017 Administering Avaya one-x Agent using Control Manager

83 Configuring the Stroke Count Codes settings 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 s fields are activated, enabling you to enter the relevant 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 settings About this task Perform the following steps to configure how the stroke count codes must appear on the Avaya one- X Agent client. Procedure 1. On the Control Manager one-x Central Management navigation menu, click the Settings tab. 2. Click the Templates tab. The system displays the Manage Templates page. July 2017 Administering Avaya one-x Agent using Control Manager

84 Managing templates 3. In the templates list, double-click a template to edit. 4. In the Agent 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 s fields are activated, enabling you to enter 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. July 2017 Administering Avaya one-x Agent using Control Manager

85 Configuring the IM settings Configuring the IM settings You can configure an IM message that the system sends as a greeting message when an agent begins an IM session. In addition, this section also explains configuring how you want the system to alert an agent for an incoming IM request. Before you begin Presence Services must be a part of the server installation for contact center. Procedure 1. On the 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. July 2017 Administering Avaya one-x Agent using Control Manager

86 Managing templates 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 from the following fields: Options Display The Main Window Display IM Window Flash Icon Greeting Show IM Status As "Away" After Description Displays the Avaya one-x Agent main application window with an incoming IM request on the Avaya one-x Agent client. 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. 7. Click Save. Configuring the IM Responses Settings You define text as a commonly used response to be used by agents. 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. Before you begin Install Presence Services to use Instant Messaging and related settings. July 2017 Administering Avaya one-x Agent using Control Manager

87 Configuring the IM Responses Settings Procedure 1. On the 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 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 the Add button. The system s field is activated, enabling you to add a value. 7. In the Response field, enter the IM response. July 2017 Administering Avaya one-x Agent using Control Manager

88 Managing templates 8. Click the Insert button. 9. Click Save. Configuring the TTY-General settings Procedure 1. On the 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 General. The system displays the TTY General page. July 2017 Administering Avaya one-x Agent using Control Manager

89 Configuring the TTY-General settings 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) option. 6. 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, enter Good Morning-GA in the Greeting field. 7. Select Always Show TTY Button In Voice Interaction to display the TTY button for every call on the agent desktop. 8. Select Show TTY Window On Every Voice Call to open the TTY window for every incoming call to an agent. 9. Select Show TTY Window When A Call Comes For A Number Listed Below to display the TTY only for calls originating from the numbers specified in the panel. 10. Click the Add button to add the phone number. The system enables entering a value in the Phone Number field. 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. July 2017 Administering Avaya one-x Agent using Control Manager

90 Managing templates 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. Procedure 1. On the 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. July 2017 Administering Avaya one-x Agent using Control Manager

91 Configuring the Call Handling Settings 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 to add a new abbreviation. The system enables the fields to add the value. 7. In the Short Key field, enter the abbreviation. You can add multiple abbreviations, if required. 8. In the Meaning field, enter the meaning of the abbreviation. 9. In the Literal Meaning field, enter the expansion of the abbreviation. 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. 10. In the Description field, enter more information, if needed. 11. Click the Insert button. 12. 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. July 2017 Administering Avaya one-x Agent using Control Manager

92 Managing templates Procedure 1. On the 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 Call Handling page. July 2017 Administering Avaya one-x Agent using Control Manager

93 Configuring the User Interface settings 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 for call handling. The options are described on the UI page. In the Short Key field, enter the abbreviation. 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. Procedure 1. On the 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 User Interface. The system displays the User Interface page. July 2017 Administering Avaya one-x Agent using Control Manager

94 Managing templates 5. To mark all fields as read-only for Avaya one-x Agent client users, select the Read Only (For client) 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. July 2017 Administering Avaya one-x Agent using Control Manager

95 Chapter 8: Managing contacts With Contact Lists, you can add a group of related contacts to multiple agent or supervisor contact lists. 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. A contact list stores the name, telephone numbers, and addresses of each contact. You can also tag a contact to the favorite list or add it 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 on the Manage Templates page. You can point the mouse to 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. Note: You can also edit, delete, search, and sort on contact lists using those functions of the user interface. Related links Importing Multiple Contacts on page 95 Adding a Contact List on page 98 Adding Members To a Contact List on page 99 Attaching a Contact List To a Template on page 100 Detaching a Contact List From a Template on page 101 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 contacts and their 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. July 2017 Administering Avaya one-x Agent using Control Manager

96 Managing contacts 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 it into 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. Before you begin 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. 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 Favorite Speed Dial Work 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. Type Y or Yes to set the contact as a system-wide favorite. Type N or No to indicate that the contact is not a favorite. Type Y or Yes if you want the contact to be on the system-wide speeddial. Type N or No if you do not want the contact to be on the system-wide speed-dial. The Work column displays two values. 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 speed-dial. Type N or No if you do not want the contact work number to be on speeddial. Table continues July 2017 Administering Avaya one-x Agent using Control Manager

97 Importing Multiple Contacts Column names Home Mobile IM Company Address City Zip Code Country Column values 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: Y or Yes if you want the contact home number to be on a speed-dial. 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: Y or Yes if you want the contact mobile number to be on a speed-dial. 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. 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. July 2017 Administering Avaya one-x Agent using Control Manager

98 Managing contacts Procedure 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 Procedure 1. On the 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. 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. July 2017 Administering Avaya one-x Agent using Control Manager

99 Adding Members To a Contact List 7. Click the Templates tab. 8. Select the template required for the contact list. For details on templates, see Creating templates on page Click Save. The system displays the new contact list in the Contact list name column of the Manage Contact List page. Adding Members To a Contact List Procedure 1. On the 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. Click the Edit button for the relevant contact list, or double-click the contact list. 4. Click the Members tab. The system displays the member list. 5. Click the Add button. The system displays the Contact Details page. July 2017 Administering Avaya one-x Agent using Control Manager

100 Managing contacts 6. In the Contact Details window: Select the Favorite option to save the contact to the favorites list of an agent. Select the Speed Dial option and select the appropriate voice number option to save the contact to the speed dial list of an agent. Enter the contact details in the fields on the page. Fields marked with a red asterisk are mandatory. 7. Click Insert. The system displays the newly added member in the members list. 8. Repeat the above steps to add multiple members. 9. 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. 10. Click Save. Attaching a Contact List To a Template Before you begin To assign a contact list to a template, you must create a template before creating a contact list. July 2017 Administering Avaya one-x Agent using Control Manager

101 Detaching a Contact List From a Template Procedure 1. On the 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. Click the Templates tab. 4. Select a template from the Template name drop-down list, and click the Add button. The contact list is applied to the selected template. 5. In the Template tab: a. Select the Template settings link to view the template settings to which you attached the contact list. The system displays the template settings in a separate popup window. You cannot edit the template in the pop-up window. b. Select The Manage Templates link to open 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. 6. The system displays the attached contact list in the Contact lists column corresponding to the template name on the Manage Templates page. 7. 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. Detaching a Contact List From a Template About this task You can detach a contact list from all parent templates and user groups that are associated with the template. Procedure 1. On the Avaya Control Manager one-x Central Management navigation menu, click Manage Contact Lists. The system displays the Manage Contact Lists page. July 2017 Administering Avaya one-x Agent using Control Manager

102 Managing contacts 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 Members Templates 3. Click the Templates tab. 4. Click the Delete button. The system detaches the template from the contact list. July 2017 Administering Avaya one-x Agent using Control Manager

103 Chapter 9: Authentication modes and LDAP integration Related links Standard Authentication on page 103 LDAP Root on page 104 LDAP Credentials Mixed Authentication on page 109 Standard Authentication About this task When you install the Control Manager software, authentication is installed automatically. Procedure 1. Configure the Control Manager one-x Central Management website configuration service called ACCCMONEXCFG to support anonymous access. The Control Manager one-x configuration services website files on the web server and includes a configuration file named web.config. The installer updates the web.config configuration file. The file is located at: InstallPath\Web\ACCCM ONEX CFG The web.config file includes a parameter named LoginType. This parameter represents the type of authentication that the configuration service uses. 2. Make a backup copy of the web.config file, for example, web.config.backup, in case you need to restore the old version. 3. Open the web.config file for editing. 4. Set the parameter value to Basic, as follows: <add key="logintype" value="basic"/> <!--Basic / NTLM--> 5. Save the web.config file. 6. Configure the user record in the Control Manager one-x application to use DB Only authentication mode. July 2017 Administering Avaya one-x Agent using Control Manager

104 Authentication modes and LDAP integration 7. Configure the Control Manager client to use standard authentication. You can check authentication by accessing the registry key on the server and locating the following registry key: UseSingleSignon = 0 LDAP Root Before you begin Ensure that Control Manager installer has configured the website of the Control Manager one-x Central Management configuration service (called ACCCMONEXCFGSSO) to support only Windows Authentication, as described in Standard Authentication on page 103. July 2017 Administering Avaya one-x Agent using Control Manager

105 LDAP Root The Control Manager one-x saves a configuration file called web.config on the web server. The installer updates this file. The web.config file includes a parameter called LoginType that represents the authentication that the configuration service uses. Procedure 1. Create a backup copy of the web.config file (web.config.backup), in case you need to restore the old version. 2. Open the web.config file for editing. 3. Configure the LoginType parameter value to NTLM, as follows: <add key="logintype" value="ntlm"/> <!--Basic / NTLM--> 4. Save the web.config file. 5. Configure the domain in the Control Manager one-x Central Management, as follows: a. Log in to Control Manager website as an administrator and select Settings > Domains. The system displays the Domains tab page: b. Click the Add button. The system displays the Manage Domains page: July 2017 Administering Avaya one-x Agent using Control Manager

106 Authentication modes and LDAP integration c. In the Domain Name field, enter the name of the domain, for example, ITNV. d. In the LDAP Server field, enter the IP address or FQDN of the LDAP server. For secure LDAP, use the FQDN of the LDAP server. e. In the LDAP Port field, enter the port number that the LDAP source uses. The port number is either 389 for regular LDAP or 636 for secure LDAP. f. In the LDAP Search Root field, enter the LDAP structure where the Control Manager configuration service searches for the user, for example, OU=OneX, DC=itnvqadomain, DC=itnv, DC=com. g. In the Username field, enter the domain user that the system uses for integration of the Control Manager configuration service and your domain. This user must have full read access rights on the LDAP tree. h. In the Password field, enter the password of the domain user that the system uses for integration of the 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, as displayed in the following image:. July 2017 Administering Avaya one-x Agent using Control Manager

107 LDAP Root 7. Configure the Control Manager 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. Ensure that the 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, as follows: a. Log in to Control Manager website as an administrator and select Settings > Domain Groups. The system displays the Domain Groups tab page: July 2017 Administering Avaya one-x Agent using Control Manager

108 Authentication modes and LDAP integration b. Click the Add button. The system displays the Manage Domain Groups page: c. In the Group Name field, enter the name of the group you want to search for. the relevant domains to the group, select WHAT and click the Add button. d. Select the relevant group in the Available Groups window and click the Add button to move it to the Selected Groups window. e. Assign the Control Manager user to the domain, as displayed in the following image: July 2017 Administering Avaya one-x Agent using Control Manager

109 LDAP Credentials Mixed Authentication LDAP Credentials Mixed Authentication About this task To support the LDAP Credentials in Mixed Authentication integration, the Control Manager installer configures the system using this procedure. Before you begin Ensure that Control Manager installer has configured the website of the Control Manager one-x Central Management configuration service (called ACCCMONEXCFG) to support only Anonymous authentication, as described in Standard Authentication on page 103. July 2017 Administering Avaya one-x Agent using Control Manager