You can restrict the number of contacts that an agent can work at the same time. Admin can set this parameter ranging from 1 to 20.
Procedure
Log on to Avaya Control Manager.
Navigate to Users > Avaya Oceana.
In the Concurrent Active contacts field, type any value from 1 to 20.
Note:
The default value is 12.
Click Save.
Note:
Oceana cannot guarantee that agent will work over all configured channels if the total number of multiplicity across all channels is much more than the value of Concurrent Active contacts.
