Adding a new user

Last Updated : Nov 08, 2022 |

Procedure

  1. Log in to the Avaya Control Manager web interface as an administrator.
  2. Click Users.
  3. On the Users tab, click a team, and click Add.
  4. On the User Details page, select the Avaya Oceana check box.
  5. Type the details in the required fields.

    For information about the fields on the Avaya Control Manager web page, see Using Avaya Control Manager.

  6. To export the user to an external system using Avaya Control Manager, click Export to external system(s).
  7. In the Available Applications tab, assign the user to the Avaya Oceana application or another available applications.
  8. In the LDAP Username field, type the user name used in the Authentication server.

    You must specify the LDAP user name in the email address format.

    For example, user1@avaya.com

  9. In the Username field, type a user name.
  10. In the Password field, type a password for a user.
  11. Optional In the AVAYA Login field, type the agent login ID.

    Use this field only for contacts that do not handle voice contacts.

  12. In the Extension field, type the station associated with the agent.
  13. Click Save.
  14. Click the Permissions tab.
  15. Select the agent or the supervisor check box.
  16. Click Save.
  17. Click the Avaya Oceana tab.
  18. In the Account (Provider Name) column, select the providers that the user must support:

    • Voice

    • Video

    • Email

    • SMS

    • Chat

    • Messaging

    • Co-Browse

    • Social

    • Outbound

    • Generic

    Before selecting Voice, ensure that you have specified an extension in Step 12.

    If you select Voice, Email, SMS, Chat, Social, Generic, or Messaging, you cannot select Outbound.

  19. In the Multiplicity column, select a multiplicity value from 1 to 10, that is, the number of contacts that Avaya Control Manager allows the user to handle at a time.

    For example, some users are can handle one email contact and two chat sessions at one time. For those users, type 1 for Email and 2 for Chat.

    You can configure the user's multiplicity value per channel in the following fields:

    • EMail (OCP Email)

    • Chat (OCP Chat)

    • Messaging (OCP Messaging)

    • SMS (OCP ShortMessageService)

    • Social (OCP Social)

    • Outbound (POM)

    • AOC_GenericChannel (GenericChannel)

      Note:

      The overall value of multiplicity for all channels must not exceed value of Max Agent Channel Multiplicity parameter.

  20. To configure the user as a reserve agent, select the Reserve Threshold from the User Templates field.
  21. In the Supervisor field, select the supervisor to which you want to assign the user.
  22. To enable Channel Exclusivity, select the Channel Exclusivity from the User Templates field.

    When you enable Channel Exclusivity, agents can only work on one channel at a time.

  23. Select the Prompt agent for extension number at login field to display the default extension for the user while logging in and to allow changing the extension.

    This option is useful if you enable Hot Desking for the user. If you do not select this option, the user can log in with the default extension.

  24. Click Save.
  25. Click the Attributes tab.
  26. Move the attributes that you want to assign to the user to the right pane.
  27. Click Save.