Creating Routing Service groups

Last Updated : Mar 11, 2021 |

About this task

With Control Manager you can create named groups of routing services. A routing service group can contain any of the routing services that exist in Avaya Oceana®. Manage routing service groups through the existing group management portal.

Control Manager fetches the routing services from Avaya Oceana® and uses these services to create routing groups inside the group management portal. If a call is routed by a routing service that is not in a routing service group that is assigned to a reporting supervisor, the call data is not visible to the reporting supervisor. If Avaya Oceana® expands the search pool by removing an attribute from the requested service to route a call, and if this routing service is not in a routing service group then this call data is not visible to the reporting supervisor.

Use this procedure to create a routing service group in Avaya Control Manager and map it to an Avaya Oceana® supervisor or administrator user and Avaya Analytics™ supervisor or administrator user.

Before you begin

  • Configure Work Assignment services in Avaya Control Manager.

  • Configure agents with the same attributes as the Work Assignment service in Avaya Control Manager.

  • Assign the Work Assignment services to a routing service group.

  • Assign privileges to the routing service group to the reporting supervisor.

Procedure

  1. On the Avaya Control Manager webpage, click Groups.

    Avaya Control Manager displays the Group Management page with the list of available locations.

  2. In the navigation pane, select a location and then click the Add ACM Group icon.
  3. In the Entity Type field on the Group Details page, select Routing Service.
  4. In the Name field, enter a name for the routing group.
  5. In the Description field, enter a description for the routing group.
  6. In the Systems field, select the Oceana check box.
  7. Click Save.
  8. Click the Entity Assignment tab.
    Note:

    Routing services under the Entity Assignment tab can be any named service.

  9. In the Available section, do one of the following:

    • To move one item, select the item and click the arrow icon to move the selected item to the Selected section.

    • To move multiple items, press the Ctrl key to select and click the arrow icon to move the multiple items to the Selected section.

  10. Click Save.