Avaya Workspaces does not route outbound interactions to an agent

Last Updated : Aug 24, 2022 |

Cause

You did not run the campaign that you created for Avaya Experience Platform™ in Proactive Outreach.

Solution

Procedure

  1. Log in to Proactive Outreach.
  2. Click Campaigns > Campaign Manager.
  3. For the campaign to run, click the Run now icon.

Cause

You did not associate the agent with the Proactive Outreach queue in Application Center Administration.

Solution

Procedure

  1. Log in to Application Center Administration as an account administrator.
  2. In the navigation tree, click User Management > Users.
  3. On the Users page, for the user to update, click the Three Dots icon.
  4. In the dialog box, click Edit.
  5. In the Queues area, do the following:
    1. Click Add Queue.
    2. In the Queue Name list, select the Proactive Outreach queue.
    3. In the Proficiency field, type the agent's proficiency level.

      You can type a value from 1 to 16. The value of 1 represents the highest proficiency level.

  6. Click Save.
  7. Log in to Proactive Outreach.
  8. Click Campaigns > Campaign Manager.
  9. Click the campaign to update.
  10. In the Queue Assignment list, select the queue that you created for Proactive Outreach in Application Center Administration.
  11. Click Save.

Cause

An issue in Orchestration prevents Avaya Workspaces from routing the interaction to the agent.

Solution

Procedure

  1. Log in to Orchestration.
  2. On the Orchestration Manager interface, click the Instances tab.
  3. Click the instance corresponding to the agent.

    Orchestration opens a window with a graphical representation of the instance.

  4. Ensure that Orchestration does not display any issues related to the agent's workflow.

    For more information about configuring workflows and viewing instances, see Configuring Workflows for Avaya Experience Platform™.