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Avaya Oceana® Solution Description

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Legal
Introduction
- Purpose
- New in this release
Overview
Architecture
- Architecture
- Avaya Oceana components
  - Avaya Control Manager overview
  - Avaya Breeze platform overview
  - Avaya Oceana Clusters overview
  - Avaya Aura components
  - Voice Self Service overview
  - Outbound overview
  - Web Voice and Web Video overview
  - Avaya Engagement Designer for workflow design support
  - Work Assignment overview
  - Work Assignment features
    - Attribute-based Matching
    - Service Metrics
    - Single resource requests
    - Request resources
    - Selection strategies
      - Resource Selection Strategy
      - Work Selection Strategy
      - Property based strategy enhancement
        
        Proficiency
        
        Multiplicity
        
        Service Excluded
    - Query Resources
    - Cancel request
    - Reject
    - Proficiency Range
    - Aux Gaming Prevention
- Avaya Workspaces for Avaya Oceana architecture
- Avaya Workspaces for Avaya Oceana components
- Avaya Analytics for Avaya Oceana architecture
- Avaya Analytics for Avaya Oceana components
Interoperability
- Components
- Accessing the Compatibility Matrix
Features
Capacity specifications
- Omnichannel database customer contact ratio
Avaya Oceana® Specifications
Security
Licensing requirements
Resources

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Avaya Oceana® Solution Description

Second Chance Interactive Voice Response

Second Chance IVR flow

Second Chance IVR flow

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Last Updated : Dec 06, 2020 |

Avaya Oceana® Solution

Solution Description

The following diagram depicts the Second Chance IVR flow:

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