Customizing the Transfer to Service list

Last Updated : Aug 10, 2018 |

About this task

When agents start working on work cards, Avaya Workspaces provides a Transfer to Service list. The list contains all the available services where the agents can transfer the interactions. By default, Avaya Workspaces retrieves the list from Avaya Oceana®.

Use this procedure to filter the Transfer to Service list so that agents get a reduced Transfer to Service list in their workspaces.

Procedure

  1. Log in to Avaya Workspaces as an administrator.
  2. On the Activate Agent screen, click Activate.
  3. On the Avaya Workspaces administrator interface, do the following:
    1. Click the Admin Settings button.
    2. Select the Override Transfer to Service Destination List check box.

      Avaya Workspaces overrides the Transfer to Service list. After that, the workspaces under the logged in administrator does not retrieve the list from Avaya Oceana®.

  4. Create a third-party widget.

    The third-party widget uses the Widget API to set the Transfer to Service list that you want to display in the Service drop-down on the work cards.

  5. Import the third-party widget in the Avaya Workspaces administrator interface.
  6. On the Avaya Workspaces administrator interface, do the following to add the third-party widget to the workspaces of agents:
    1. Click the Layout button.
    2. On the CUSTOMIZE LAYOUT tab, select the layout that you want to change.

      For example, Voice.

      Important:

      Ensure that you configure the widget on the visible pane of the channel, so that the widget is present and visible when the agent views the work card.

    3. On the CUSTOMIZE SIDEBAR tab, select a sidebar tab.
    4. On the CONFIGURATION tab, select a layout and then select the third-party widget.
    5. Click Save Changes.

    For more information, click the Overview button on the Avaya Workspaces administrator interface and read Widget Framework Developer Documentation.