Adding Provider, Skills, VDN, and Extensions to Avaya Oceana

Last Updated : Jun 27, 2022 |

About this task

Use the following procedure to configure the required voice resources for Avaya Oceana®.

You can select and use 1 Routing VDN for voice. You can select multiple VDNs for other VDN types. To provide different wait treatments to different callers, Avaya recommends using a single Ingress VDN and multiple Treatment VDNs and vectors. You can configure the voice workflow to differentiate between callers based on data, such as the caller number, routing attributes, or any other available data.

Before you begin

  • Ensure that Avaya Oceana® Cluster 1 is in the running and accepting state.

  • Ensure that you use Dial Plan when using a shared Communication Manager with Avaya Oceana® or Avaya Workspaces for Call Center Elite.

Procedure

  1. Log on to Control Manager.
  2. Navigate to Configuration > Avaya Oceana™ > Server Details.
  3. Do one of the following:

    • Double-click the administered Avaya Oceana® server and click Edit.

    • Select the administered Avaya Oceana® server and click Edit.

  4. Select the Providers tab.
  5. To add the Voice Communication Manager, do the following:
    1. Click Add.
    2. From the Type drop-down list, select CM.
    3. In the Name field, type the same name as the providerId value that you entered when creating the CSC attributes in the Communication Manager list.
    4. In the Address field, type the address in the following format:

      <Oceana Routing VDN>@<domain name>.com

      For example, type: 8284000@domain.com

      <Oceana Routing VDN> is the VDN that you configured in Communication Manager.

      Important:

      This VDN extension number must match the Routing VDN you configure in Step 12 and Step 13.

    5. Optional In the Voice mail Access field, type the number to access the voice mail system through Avaya Workspaces.
    6. Optional In the External Access Code field, type the number to make an external voice call.

      Avaya Workspaces prefixes this number when an agent makes an external call.

    7. Select or clear the Video Enabled check box to enable or disable the provider to support video with voice.

      When you select this check box, you can assign both voice and video channels to the agents who have accounts for this provider.

    8. Click Save.
      Important:

      To make the new provider available to Avaya Workspaces agents, restart the clusters.

  6. Select the Skill tab.
  7. Move the single required Hunt Group from the Available Skill list to the Selected Skill list.
    Note:

    When you use Avaya Control Manager (ACM) for an Avaya Workspaces agent to add or remove a skill, the agent must log out from Avaya Workspaces and log back in for the application to reflect the changes.

  8. Click Save.
  9. Select the VDN tab.
  10. From the Avaya Oceana VDN Type drop-down list, select Ingress.
  11. Move the required Ingress VDNs from the CM VDNs list to the Selected list.
  12. In the Avaya Oceana VDN Type field, select Routing.
  13. Move the single required Routing VDN from the CM VDNs list to the Selected list.
  14. In the Avaya Oceana VDN Type field, select Treatment.
  15. Move the required Treatment VDNs from the CM VDNs list to the Selected list.
  16. In the Avaya Oceana VDN Type field, select RONA.
  17. Move the required RONA VDNs from the CM VDNs list to the Selected list.
  18. In the Avaya Oceana VDN Type field, select Transfer.
  19. Move the required Transfer to Service VDNs from the CM VDNs list to the Selected list.
  20. In the Avaya Oceana VDN Type field, select Coverage.
  21. Move the required Coverage VDNs from the CM VDNs list to the Selected list.
  22. In the Avaya Oceana VDN Type field, select Fallback.
  23. Move the required Fallback VDNs from the CM VDNs list to the Selected list.
  24. In the Avaya Oceana VDN Type field, select Survey.
  25. Move the required Survey VDNs from the CM VDNs list to the Selected list.
  26. Click Save.
  27. Select the Extensions tab.
  28. To add DMCC extensions, select the Recorder Extension.
  29. Move the required extensions from the Available Extensions list to the Selected Extensions list.
  30. Click Save.