Avaya Oceana® Solution Description

Supported Agent Forward, Transfer, and Conference scenarios for digital contacts

Last Updated : Dec 11, 2024 |

Avaya Oceana® digital agents can use Avaya Workspaces to perform the following forward, transfer, and conference actions:

Email


Action	Destination
Email	Service	Avaya Oceana® user	Internal non-Avaya Oceana®	External non-Avaya Oceana®
Forward	No	No	Yes	Yes
Transfer	Yes	Yes	No	No

Chat


Action	Destination
Chat	Service	Avaya Oceana® user	Internal non-Avaya Oceana®	External non-Avaya Oceana®
Transfer	Yes	Yes	No	No

SMS


Action	Destination
SMS	Service	Avaya Oceana® user	Internal non-Avaya Oceana®	External non-Avaya Oceana®
Transfer	Yes	Yes	No	No

Social


Action	Destination
Social	Service	Avaya Oceana® user	Internal non-Avaya Oceana®	External non-Avaya Oceana®
Transfer	Yes	Yes	No	No

Generic


Action	Destination
Generic	Service	Avaya Oceana® user	Internal non-Avaya Oceana®	External non-Avaya Oceana®
Transfer	Yes	Yes	No	No

Web Voice


Action	Destination
Web Voice	Service	Avaya Oceana® user	Internal non-Avaya Oceana®	External non-Avaya Oceana®
Transfer	Yes	No	No	No
Consult Transfer	No	No *	No	No
Conference	No	No *	No	No
* You can do it using basic CTI transfer, but without Transfer to User reason codes and reporting. Web Voice supports Blind Transfer to Service and does not support Blind Transfer to Extension.

Messaging


Action	Destination
Messaging	Service	Avaya Oceana® user	Internal non-Avaya Oceana®	External non-Avaya Oceana®
Transfer	Yes	Yes	No	No

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