Adding test contact center objects

Last Updated : Apr 21, 2022 |

About this task

After adding a test announcement, add contact center objects for testing call functionality. You must add at least one skill, three agents, three endpoints, a vector, and a VDN.

Before you begin

Add a voicemail server and a coverage path for redirecting calls. For more information about adding voicemail servers and coverage paths, see the contact center and network configuration sections in Administering Avaya Contact Center – Extended Capacity.

Procedure

  1. On the Configuration Server web portal, go to Administration > Contact Center > Skills.
  2. At the top-right corner of the Skills screen, click the Add icon.

    The Configuration Server displays the skill configuration fields.

  3. On the General, Advanced, and RONA parameters subtabs, configure the required settings.

    For more information about adding skills, see the skill configuration section in Administering Avaya Contact Center – Extended Capacity.

  4. At the top-right corner of the Add Skill screen, click Commit.

    The Configuration Server saves the skill configuration and redirects you to the Skills screen.

  5. On the navigation menu, go to Contact Center > Agents.
  6. At the top-right corner of the Agents screen, click the Add icon.

    The Configuration Server displays the agent configuration fields.

  7. Configure the required settings at the top of the Add Agent screen and on the General Options and Agent Skills subtabs.

    For more information about adding agents, see the agent configuration section in Administering Avaya Contact Center – Extended Capacity.

  8. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the agent configuration and redirects you to the Agents screen.

  9. Repeat steps 6 to 8 to add two more agents.

    One of the agents is a supervisor, as you need to test call transfer to a supervisor.

  10. On the navigation menu, go to Endpoints > Manage Endpoints.
  11. At the top-right corner of the Endpoints page, click the Add icon.

    The Configuration Server displays the endpoint configuration fields.

  12. Configure the required settings at the top of the Add Endpoint screen and on the General Options, Button Assignment and Profile Settings subtabs.

    For more information about adding endpoints, see the endpoint configuration section in Administering Avaya Contact Center – Extended Capacity.

  13. At the top-right corner of the page, click Commit.

    Configuration Server saves the endpoint configuration and redirects you to the Endpoints page.

  14. Repeat steps 11 to 13 to add two more endpoints.
  15. On the navigation menu, go to Contact Center > Vectors.
  16. At the top-right corner of the Vectors screen, click the Add icon.

    The Configuration Server displays the vector configuration fields.

  17. On the Add Vector screen, configure the required settings and add vector steps.

    For more information about adding vectors and an example of vector configuration, see the vector configuration section in Administering Avaya Contact Center – Extended Capacity.

  18. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the vector configuration and redirects you to the Vectors screen.

  19. On the navigation menu, go to Contact Center > Vector Directory Numbers (VDNs).
  20. At the top-right corner of the Vector Directory Numbers screen, click the Add icon.

    The Configuration Server displays the VDN configuration fields.

  21. Configure the required settings at the top of the Add Vector Directory Number (VDN) screen and on the Basic Information and Variables Information subtabs.

    For more information about adding VDNs, see the VDN configuration section in Administering Avaya Contact Center – Extended Capacity.

  22. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the VDN configuration and redirects you to the Vector Directory Numbers screen.