Configuring deferred email settings

Last Updated : Nov 30, 2022 |

Procedure

  1. Log on to the Avaya Control Manager interface as an administrator.
  2. On the Avaya Control Manager webpage, click Avaya Oceana™ > Omnichannel.
  3. Click Email Handling Settings.
  4. Select the Enable Defer Contact check box.
  5. Select the Enable Defer Custom Time check box, to display the custom defer date and time option on the agent or supervisor workspace.
  6. In the Max Defer Time (hh:mm) field, type the maximum time for which the agent or supervisor can defer an email.
  7. In the Max Deferred Contacts field, type the maximum number of contacts that an agent or supervisor can defer.
    Note:

    Based on the configuration, the agents can defer a maximum of 20 email contacts.

  8. In the Defer Time Intervals field, configure each time interval that an agent or a supervisor can use to defer a contact in the text boxes.

    The intervals must:

    • Not be null.

    • Be in multiples of 5.

    • Be in sorted order.

  9. Click Save.