Avaya Experience Platform™ Public Cloud is pre-configured with data based on your order. You can use this to quickly configure and test basic contact center functionality. Account administrators can use the steps described in this section to commission Avaya Experience Platform™ Public Cloud and test initial email interactions.

Avaya Experience Platform™ Public Cloud routes test emails to agents who are logged in to Avaya Workspaces. Avaya Workspaces agents receive test emails as interactions.

Email configuration

If the configuration to route test emails from a configured mailbox already exists, you can use Application Center Administration to complete the email provider and account configuration. Account administrators can route test interactions to agents logged in to Avaya Workspaces. To quickly test the handling of Avaya Experience Platform™ Public Cloud interactions, you must ensure the following configuration is in place:

• Provider mailbox configured: An operational existing mailbox to route emails to Avaya Experience Platform™ Public Cloud.

  Avaya Experience Platform™ Public Cloud supports IMAP, POP3, and SMTP protocols.

• Configure email mailboxes for incoming emails.

  You must configure an SMTP email mailbox to send outgoing test emails using a test Avaya Workspaces agent.

• Create queues and attributes for routing.

• Configure routing for the email channel to route an interaction to a test agent.

• Create a profile that enables the email channel. The profile is added to your account after you create it.

• Create a test agent that can handle email interactions. Ensure that you assign the attributes created to this agent. The agent inherits any attributes set for the profile you assign to them.

• Log in to Avaya Workspaces as the test agent. Send a test email to the provider mailbox. The test email routes to the test agent based on the assigned attributes.

• Use Avaya Workspaces to accept the test interaction.