Use this procedure to add services to Avaya Control Manager.
Before you begin
Ensure that Avaya Oceana® Cluster 1 is in the running and accepting state.
Procedure
On the Avaya Control Manager webpage, click Avaya Oceana™ > Work Assignment.
Click the Services tab.
On the Services tab, click Add.
To add a service, do the following:
In the Service Name field, enter the name of the service.
Select the Available for Transfer check box.
The system automatically selects the Agent Display check box.
Note:
You must always check the Agent Display check box regardless of this service being a normal routed service or a transfer service.
In the After Contact Work Timer (Seconds) *, enter a value (in seconds).
Important:
You can set After Contact Work Timer (Seconds) * at a channel or at a service basis. If this field is set to 0 and a call comes in on that service, no ACW occurs. If there value is > 0, then this value is used for ACW and it overrides the channel ACW setting. If a call comes in, that does not match a service attributes then the ACW time at a channel level is used.
Move the required attributes from the Available Attributes list to the Included Attributes list.
Click Save.
When creating service name tags, it is recommended that you use high-level business appropriate designations and do not create a display name for every combination of attributes that can possibly be routed.
Recommendation 1: Omit the channel from the Displayname of the service. For example, instead of creating:
Displayname
Attributes
ChatSales
Department.Sales, Channel.Chat
EmailSales
Department.Sales, Channel.Email
SMSSales
Department.Sales, Channel.SMS
Create:
Displayname
Attributes
Sales
Department.Sales, Channel.Chat
Recommendation 2: Omit system or functional attributes from the Displayname of the service. For example, instead of creating:
