Configuring Channel Exclusivity and Interruptibility

Last Updated : Apr 12, 2021 |

Procedure

  1. Log on to the Avaya Control Manager interface.
  2. On the Avaya Control Manager webpage, click Resource Manager.
  3. Click Templates
  4. Click Oceana Templates.
  5. Click Oceana User Templates.
  6. On the Oceana User Templates screen, click the plus sign (+) to add a template and configure the following fields:

    • Template Name: Enter a name for the template.

    • Location Name: Enter the location name.

    • Channel Exclusivity: Select the check box to enable Channel Exclusivity.

    • Channel Interruptibility: Configure the interruptibility rules.

    • Channel Reserved Status: Select the channel on which you want the agent to be reserved.

    You can edit or delete a template using this page.

  7. To assign the template to a user:
    1. On to the Avaya Control Manager interface, click Users.
    2. On the Users tab, click a team, and select the user.
    3. Select the check box next to the user.
    4. In the right navigation pane, click Edit User.
    5. Click the Avaya Oceana tab.
    6. In the User Templates field, select the template created earlier.
    7. Click Save.