Configuring users

Last Updated : Jun 26, 2024 |

About this task

You can configure agents who can log in to Avaya Workspaces to handle customer interactions.

Before you begin

  • Ensure that you configure the following:

    • An account with the Hybrid Voice feature enabled.

      Optionally, to use the advanced hybrid voice features, configure the account with the Advanced Hybrid Voice feature enabled.

    • A user profile with the agent role and Hybrid Voice feature enabled.

      Optionally, to use the advanced hybrid voice features, configure the user profile with the agent role and Advanced Hybrid Voice feature enabled.

    • The Communication Manager and the Avaya Hybrid Cloud Gateway elements are added to the account.

    • A system range and user voice plan for the Communication Manager element.

  • Ensure to log in to Application Center Administration as an account administrator.

Procedure

  1. In the navigation tree, click User Management > Users.
  2. Click Create User.
  3. From the Account list, select an account for which you want to create a user.
  4. In the First Name field, type the first name.
  5. In the Last Name field, type the last name.
  6. In the Display Name field, type the display name.
  7. In the Email Address field, type your Active Directory email address.

    The email address of Hybrid Voice user with Avaya Aura® Device Services enabled must match with one of the users available in Active Directory (AD) or LDAP configured on Avaya Aura® Device Services. Guest users cannot perform search operations with Avaya Aura® Device Services.

  8. In the Properties section, type a unique name in the Login ID field.

    If you add an active directory user, add the same username or login ID in this field and select the correct domain.

  9. In the Password field, type a password.

    For information about the password policy, see Password policy and requirements.

  10. In the Confirm Password field, re-type the password.

    If you create SAML users, the password fields are optional.

  11. From the Profile list, select the profile with the Hybrid Voice feature or Advanced Hybrid Voice feature enabled.
    Note:

    The location profile configured as part of the profile maps to the user to enable incoming calls to route through the configured location.

  12. In the User Features section, type the agent login ID in the Agent Login Id field.

    The agent login ID is the Avaya Experience Platform™ On-Prem agent ID created on Communication Manager with at least one skill.

  13. In the Extension Number field, type the extension number for the agent.

    The extension number is the SIP station number created on Communication Manager from System Manager. On System Manager, navigate to User Profile Settings > CM Endpoint Profile > Extension.

  14. In the Agent Password field, type the agent password.

    The agent password is the Avaya Experience Platform™ On-Prem agent ID numeric PIN required to log in as an agent on a station.

  15. In the Communication Profile Password field, type the communication profile password.

    The communication profile password is the SIP station login numeric password.

  16. In the Communication Addresses section, type the SIP handle of the user in the Address field.

    The SIP handle is in the sip-user-name@sip-domain format.

  17. From the Type list, select either Avaya E164 or Avaya SIP as the Communication Profile Address type.
  18. Optional To add multiple communication addresses, click Add Address.
  19. Optional To assign a specific communication address as the default address, click the Three Dots icon in the address row and click Set as default.
  20. Optional To assign Advanced Hybrid Voice, enable the Advanced Hybrid Voice switch.
    Important:

    Enabling the Advanced Hybrid Voice switch automatically enables the Hybrid Voice switch and you cannot disable the Hybrid Voice switch. If you do not want to use the advanced hybrid voice features, you must disable the Advanced Hybrid Voice switch and enable the Hybrid Voice switch.

  21. Click Save.
    Important:

    • You must not update or delete an active user logged into Avaya Workspaces from Application Center Administration. You must log the user out from Avaya Workspaces and then update or delete the user.

    • Ensure that the Extension Number and Agent ID are a part of the voice plan configured. See Configuring the system range and user voice plan.

    • You can view the user list you created on the Users page. If the user is not created correctly, you can view an Exclamation mark against the username. You can click the exclamation mark to view the error.

Related information
Password policy and requirements