1.

Ensure that each of the mandatory prerequisites is in place.

Before deploying Preview Dialing for Avaya Experience Platform™, you must have a number of items in place.

For more information, see Mandatory prerequisites.

2.

Print this checklist to ensure that you complete each task in sequence.

Mark each task as complete as you progress through the sequence.

3.

Log in to Application Center Administration as an account administrator.

Application Center displays several tiles. To configure this integration, use the following tiles:

• The Administration tile provides access to Application Center Administration.

• The Proactive Outreach - Preview Dialing tile provides access to Proactive Outreach.

For more information, see Logging in to Application Center Administration.

4.

Enable Proactive Outreach for an account.

To provide access to Preview Dialing to Avaya Workspaces agents and supervisors, enable the Proactive Outreach functionality in Application Center.

For more information, see Enabling Proactive Outreach for an account.

5.

In Application Center Administration, add a layout for Proactive Outreach and add widgets to it.

You must add a layout for Proactive Outreach and add the following widgets to it:

• Outbound Agent Connector

• Outbound Customer Details

• Outbound Tools

• Outbound Agent Script / Screen Pop

With these widgets, your agents can use Avaya Workspaces to make outbound interactions and perform various actions while handling interactions.

For more information, see Layout for Proactive Outreach.

6.

In Application Center Administration, add a UX profile for Proactive Outreach.

You must add a UX profile to assign the Proactive Outreach layout to it.

For more information, see Adding a UX profile for Proactive Outreach.

7.

In Application Center Administration, create a queue for Proactive Outreach.

You can route Proactive Outreach interactions to agents within this queue using a context data rule. Create as many queues as you require.

For more information, see Creating a queue for Proactive Outreach.

8.

In Application Center Administration, create the System.Outbound attribute for Proactive Outreach.

To enable an agent to handle Proactive Outreach interactions, you must assign the System.Outbound attribute both to the agent and context data rule that you add for Proactive Outreach.

For more information, see Creating the System.Outbound attribute for Proactive Outreach.

9.

In Application Center Administration, add a context data rule for Proactive Outreach.

The context data rule routes Proactive Outreach interactions to agents using the System.Outbound attribute and queue that you created for Proactive Outreach. Add as many context data rules as you require.

For more information, see Adding a context data rule for Proactive Outreach.

10.

In Application Center Administration, configure the voice channel for Proactive Outreach.

You must assign the context data rule that you added for Proactive Outreach to the phone number generated for Proactive Outreach.

For more information, see Configuring the voice channel for Proactive Outreach.

11.

In Application Center Administration, create a user profile for Proactive Outreach.

When creating a user profile, you must assign the System.Outbound attribute, queue, and Proactive Outreach UX profile to it. All users with this user profile can access the Proactive Outreach layout in Avaya Workspaces.

For more information, see Creating a user profile for Proactive Outreach.

12.

In Application Center Administration, assign the existing users to the Proactive Outreach user profile or create new users.

You must do one of the following:

• Assign the existing users to the Proactive Outreach user profile.

• Create new users and assign them to the Proactive Outreach user profile.

When you assign a user to the Proactive Outreach user profile, the Proactive Outreach layout becomes available to the user.

For more information about assigning the existing users to the created user profile, see Assigning users to the Proactive Outreach user profile.

For more information about creating new users, see Creating users for Proactive Outreach.

13.

In Application Center, log in to Proactive Outreach.

To log in to Proactive Outreach, click the Proactive Outreach - Preview Dialing tile in Application Center.

For more information, see Logging in to Proactive Outreach.

14.

In Proactive Outreach, set the queue that you created in Row 4 as outbound.

You must set a queue as outbound in Proactive Outreach to use it in a campaign.

For more information, see Marking a queue as outbound in Proactive Outreach.

15.

In Proactive Outreach, create a new campaign. You must associate it with the queue that you created in Row 4.

Proactive Outreach uses the selected queue to determine the suitable agents, with the relevant queue, to process the contacts from the campaign.

For more information, see Assigning the queue to a Proactive Outreach campaign.

16.

In Proactive Outreach, run the campaign to verify the functionality.

Performing a full end-to-end test identifies any issues prior to deployment to the production environment.

For more information, see Running a campaign.

17.

Log in to Avaya Workspaces as an agent and as a supervisor to verify the functionality.

You can use this procedure to ensure that your agents can handle Proactive Outreach interactions.

For more information, see Verifying the Preview Dialing functionality in Avaya Workspaces.