Avaya Control Manager is an operational administration solution that administrators can use to control key administrative elements across Avaya Oceana®. Control Manager operates in Avaya-based contact center and Avaya Aura® unified communications environments.
With Control Manager, technical and non-technical administrators can manage several day-to-day operations from a single web-based user interface, such as agents, users, extensions, voice mails, and skills administration. Administrators become more productive as agent provisioning and skill assignments take a fraction of the time required earlier, maximizing preparedness for customer interactions.
Control Manager is a user-friendly centralized administration tool for users to administer day-to-day administration tasks across their complete Avaya-based environment. Control Manager is offered as an entitlement when bundled with Avaya Oceana®.
Control Manager facilitates as a single point of administration for Avaya Oceana® elements such as reporting, multimedia, and multichannel. Administration is performed through a centralized administration portal integrated with Control Manager.
Control Manager can work with Avaya Aura® Call Center Elite. When you deploy Control Manager at an existing Call Center Elite customer site, it can extract the existing configuration information from Call Center Elite. Using Control Manager, an administrator can use Avaya Oceana® to target an existing Call Center Elite agent.
In Avaya Workspaces, Avaya Oceana® includes a connector to Control Manager to provide centralized management capabilities. This capability is included in the Avaya Oceana® base license. Administrators can use Control Manager as a consolidated place for all Avaya Oceana® related contact center administration functionality, such as user administration of agents and supervisors, Work Assignment attributes, hunt groups, skills, VDNs, tenants. Administrators can continue to manage other Avaya solution elements supported by Control Manager.
Unified Collaboration Administration stores the configuration information entered in Control Manager and makes this information available to the other multicenter applications as required.
