The administrator can configure the Multireplies to Email feature in Avaya Control Manager and enable the Allow Multireply parameter in Omnichannel Administration Utility. Agents with such configurations can close the contact card after one response or continue to send multiple replies, defer, forward, or transfer the email interaction.
Procedure
Log on to the Avaya Control Manager interface as an administrator.
On the Avaya Control Manager webpage, click Avaya Oceana™ > Omnichannel.
Click Email Handling Settings.
Select the Enable Multiple Replies To Email check box.
