Avaya Oceana overview

Last Updated : Aug 15, 2022 |

Avaya Oceana® is the next-generation customer engagement solution. Enterprises can use Avaya Oceana® to seamlessly handle Generic, Voice, Web and Mobile Chat, Web Voice, Web Video, Email, Simple Messaging, Social Media, WebRTC, Video, POM contacts, and Messaging channels using a single intelligent attribute-based call routing through a unified Agent Desktop. Avaya Oceana® is built on the Avaya Breeze® platform using modular snap-ins that can be independently scaled, managed, and extended.

You can merge existing resources into routing strategies of Avaya Oceana® to significantly improve customer service and sales outcomes.

With these routing strategies, you can:

  • Obtain customer information from Customer Relationship Management (CRM) of the enterprises and other third-party systems.

  • Combine the information with the current journey context of the customer.

  • Apply business goals-oriented strategies to match the customer to the best available resource.

The routing strategies also integrate with the back-office systems of enterprises to route work items such as claims and contracts.

Avaya Oceana® provides:

  • Functionality to map the customer journey across various self-service and assisted service channels by storing the related data crumbs in the in-memory data grid. Resources and routing workflows use these data crumbs.

  • An easy-to-use HTML5-based Desktop for agents and supervisors.

  • Reporting and analytics designed to provide new and powerful insights for blended agent contact centers.

Avaya Oceana® consists of the following:

  • Access tier: Provides media-specific providers such as Chat Provider, Email Provider, SMS Provider, Social Media Provider, Messaging Provider, Generic Provider, Avaya Aura® Communication Manager for Voice, and Avaya Mobile Communication Snap-in for Web Voice and Web Video.

  • Normalizing tier: Provides a central normalizing tier within Avaya Oceana® that abstracts the media-specific characteristics of the inbound interactions.

  • Application tier: Provides applications such as agent and supervisor desktops and Avaya Engagement Designer. Business analysts use these applications to author the logic that handles the inbound interactions, such as routing and reporting. They also use the applications for other higher-level functions in a future-proofed contact center product.

  • Components tier: Provides Avaya Breeze® platform and a set of core components deployed on the Avaya Breeze® platform.

Avaya Aura® and Avaya Breeze® platform application tiers run on the Linux operating system, while Avaya Control Manager and Avaya Omnichannel run on the Microsoft Windows server operating system.

Avaya Oceana® provides the following:

  • Load Balancers: Each Avaya Breeze® platform cluster in an Avaya Oceana® includes a load balancer. Therefore, Avaya Oceana® does not require external load balancers for the Avaya Oceana® features and functions. In Avaya Oceana® with a disaster recovery feature, only one site is active at a time. Do not use a load balancer between the two disaster recovery sites for Avaya Workspaces agents. In a disaster recovery deployment, the Avaya Session Border Controller for Enterprise diverts traffic between sites A and B. Avaya Session Border Controller for Enterprise is also mandatory for media for WebRTC Connect. Agents can connect directly to the active site. Any requirements for including Avaya Oceana® web traffic with an external load balancer require Avaya Professional Services consulting, outside baseline Avaya Oceana® deployment, or support activities.

  • Reverse Proxies: Avaya Oceana® supports a properly specified and configured reverse proxy for use with Avaya Workspaces agents. For more information, see Avaya Oceana® Port Matrix document.

    For information about configuring Avaya Workspaces Widgets when using a reverse proxy, see Avaya Workspaces Widget Framework documentation.

    Avaya recommends using a reverse proxy with the Avaya Oceana WebChat Reference Frontend. For more information, see the Avaya Oceana Reference Frontend documentation.

  • Firewall: Avaya recommends using properly specified and configured firewall and firewall policies. For more information about supported firewall types and firewall policies, see the Avaya Oceana® Port Matrix document.