Avaya Aura® Call Center Elite supports using Avaya Workspaces client as the CTI controller application. Avaya Workspaces provides a multimedia call center experience.
A system administrator might configure the phone as a UC phone or a CC phone. An agent can use these phones as CTI controlled phones with Avaya Workspaces only if the system administrator has configured CTI control for these phones.
However, if the agent is using a CC phone, the agent can log in to only one device at a time by using the agent ID. This is because registrations are exclusive in Call Center Elite.
Hence, ensure that you deny MDA for CS1K_IPCC phones by setting Max. Simultaneous Devices to 1.
The agent can use the phone to perform UC or CC operations depending on the following:
If the agent is using a UC phone along with Avaya Workspaces, then the agent can use the phone to perform only UC operations irrespective of the following:
Connection to Avaya Workspaces is proper or lost.
The agent is logged in or logged out of Avaya Workspaces as the Call Center Elite agent.
If the agent is using a call center-capable (CC) phone along with Avaya Workspaces, and:
If connection to Avaya Workspaces is proper and if the agent is logged in to Avaya Workspaces as Call Center Elite agent, then the agent can use the phone to perform UC operations. Although, the phone might display some call center features, such as the q-calls key to view the call queue, Avaya recommends using Avaya Workspaces to perform the call-related and call center-related operations.
If connection to Avaya Workspaces is lost or if the agent is logged out of Avaya Workspaces as a Call Center Elite agent, then the agent can log in to the phone as a Call Center Elite agent. The call center features that are configured for the phone are now available on the phone. The agent can now use the phone to perform the call center operations.
Note:
If the phone is CTI controlled by Avaya Workspaces, then irrespective of whether the phone is a UC or CC phone, Avaya recommends that you use Avaya Workspaces to perform the call-related and call center-related operations. This is because Device Adapter does not support shared control between Avaya Workspaces and the phone.
Avaya recommends that you use a phone that is configured as a CC phone with Avaya Workspaces CTI controller for Call Center Elite. In an event when connection to Avaya Workspaces is lost, you can use the phone to perform call center-specific operations.
For example, if connection to Avaya Workspaces is lost, and if the phone is configured as a CC phone, the agent can log in to the phone as a Call Center Elite agent. The phone takes over the control from Avaya Workspaces and operates as a CC phone. Call center-specific features now become available on the phone. The agent can then use the phone to perform call center-specific operations.
