Avaya Workspaces provides an option to transfer an interaction to a predefined service. Avaya Workspaces displays the services defined in Avaya Control Manager when an agent clicks Transfer to Service.
Procedure
Log on to the Control Manager interface as an administrator.
On the Avaya Control Manager webpage, click Configuration > Avaya Oceana™ > Route Points.
Click Add.
In the Type field, click a Route Point or Implicit User.
In the Sub Type field, click an option corresponding to transfer to service.
In the Name field, type the name of the route point.
Click Save.
Avaya Workspaces displays the route points with the sub type transfer in the Transfer Service options.
After creating a route point, you must create a transfer service from the Work Assignment page.
On the Avaya Control Manager webpage, click Avaya Oceana™ > Work Assignment.
Click the Services tab.
Click the Add icon.
In the Service Name field, type the name of the transfer service.
The service name must not have any space.
Select the Available for Transfer check box.
From the Available Attributes column, select the attributes to be included, and click the > icon.
If you select an attribute from the Available Attributes column, only the selected attribute associated with Attribute channel is available as a transfer route point.
In the Transfer Routepoints section, from the options for each channel, select the route point that must be used for transferring to service.
Only route points with sub type transfer to service are available in the list of route points for each channel in the Transfer Routepoint section.
Click Save.
You can configure up to 1000 transfer services in Avaya Control Manager.
