Avaya Aura® Contact Center with Avaya Workspaces as the CTI controller

Last Updated : Oct 09, 2020 |
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Note:
  • You can use only a UC endpoint (CS1K_IP and Device Adapter digital phone) as a CTI controlled endpoint in Avaya Aura® Contact Center.
  • Avaya Aura® Contact Center can acquire and CTI control a UC phone only if the UC phone is registered to Session Manager.

Supported operations on Avaya Workspaces

If you are logged in to Avaya Workspaces as an Avaya Aura® Contact Center agent, you can perform the following operations by using Avaya Workspaces:
  • Agent login and logout.
  • Change work mode to Auto-In or Manual-In.
  • Receive, answer, modify (for example, transfer and conference), and end ACD calls, DAC calls, and calls to the station extension.
  • Place outgoing calls either by using the agent ID or the station extension.
  • The supervisor can perform Supervisor Assist and other supervisory functions by using Avaya Workspaces.

Supported operations on the UC phone irrespective of whether connection to Avaya Workspaces is proper or lost

Depending on the display capabilities of the UC phone, you can use the UC phone to:
  • View the progress of the call center calls:
    • View the received call center calls on the call appearance buttons (flashing lamp and icon), in addition to the caller identity information.
    • View the call center calls that were answered on the call appearance buttons (lit lamp and icon), in addition to the caller identity information.
    • View call modification operations, such as transfer and conference, and other related information for the call center calls.
    • View whether the station is idle after you release the call center call.
  • Receive, modify, and place station extension calls.

Limitations

  • If connection to Avaya Workspaces is lost, you cannot perform any call center-related operations. Because the phone is a UC phone, you can use the phone to perform only UC operations. Call center operations are not supported on this phone.
  • The agent operation depends on the provisioning at Communication Manager. If Communication Manager does not allow an operation, the operation is blocked.
  • Call center functions that cannot be carried out by Avaya Workspaces are not supported.
  • If your phone is CTI controlled by Avaya Workspaces, Avaya recommends that you use Avaya Workspaces even to perform call-related UC operations. This is because Device Adapter does not support shared control between Avaya Workspaces and the phone.
  • If you are using a media-only (UC) phone for multi-device access (MDA), the CTI controller controls only the most recently registered media-only (UC) phone.