Switching between Voice and Digital interactions using Avaya Workspaces

Last Updated : Oct 25, 2024 |

About this task

Avaya Workspaces supports multiple interactions with Avaya Experience Platform™ (On-Prem + Connect). With this feature, you can seamlessly handle hybrid voice, chat, email, and messaging interactions using the same interface. For example, if you have hybrid voice and email capabilities, you can simultaneously handle a voice and an email interaction.

You must Go Ready on voice to receive the station calls. If you Go Not Ready on voice, you can receive the station calls except ACD / DAC Calls.

Before you begin

Log in to Avaya Workspaces.

Procedure

  1. On the interaction area, click Start Work.

    You can log in to Hybrid Voice and Digital.

  2. At the top toolbar, click your name.
  3. To change both the Hybrid Voice and Digital states to Ready, go to All Channels and click Go Ready.

    In the left pane, the voice channel indicator shows that the voice channel is ready. Also, the digital channel indicator , , and show that the digital channels are ready.

  4. To change both the Hybrid Voice and Digital states to Not Ready, go to All Channels and click Go Not Ready. Also, from the list of common Not Ready reason codes, select a reason code to Go Not Ready on both the channels. For example, Coffee, Lunch, and Training.

    In the left pane, the voice channel indicator shows that the voice channel is not ready. Also, the digital channel indicator , , and show that the digital channels are not ready.

  5. To change the Hybrid Voice state to Ready, click Go Ready.

    In the left pane, the voice channel indicator shows that the voice channel is ready.

  6. To change the Hybrid Voice state to Not Ready, click Go Not Ready and select the Work on Digital Not Ready reason code.

    In the left pane, the voice channel indicator shows that the voice channel is not ready.

  7. To change the Digital state to Ready, click Go Ready.

    In the left pane, the digital channel indicator shows that the digital channel is ready.

  8. To change the Digital state to Not Ready, click Go Not Ready and select the Work on Voice Not Ready reason code.

    In the left pane, the digital channel indicator shows that the digital channel is not ready.