Creating a user to handle Messaging contacts

Last Updated : Sep 22, 2020 |

About this task

Use this procedure to create a user to handle Messaging contacts from customers.

Before you begin

Ensure that Avaya Oceana® Cluster 1 is in the running and accepting state.

Procedure

  1. On the Avaya Control Manager webpage, click Users.
  2. Select the Users tab.
  3. Select the location for your Avaya Oceana®.
  4. Perform one of the following steps:

    • Click Add.

    • Select an existing user and click Edit.

  5. Enter the appropriate value in each of the following fields:
    1. In the First Name (English) field, enter the first name of the user in English.
    2. In the Surname (English) field, enter the last name of the user in English.
    3. In the Available applications section, select the Avaya Oceana check box.
    4. In the LDAP Username field, enter the LDAP user name of the user.

      The LDAP user name must be in the username@domain.com format. The LDAP user name is used for logging on to Avaya Workspaces.

    5. In the Username field, enter a user name.

      In this release, the user name is the internal handle.

    6. In the Password field, enter a password.

      This password is used for logging on to Avaya Control Manager.

    7. In the Confirm Password field, re-enter the password.
    8. In the Extension field, enter the station associated with this agent.

      This station is used when logging on to Avaya Workspaces.

    9. In the AVAYA Login field, enter the Elite agent login ID only if the agent also supports Voice contacts. Otherwise, leave this field blank.
    10. Click Save.
  6. Scroll right and select the Avaya Oceana tab.
  7. Select the Messaging check box.
    Important:

    The agent must log out and log in again to change the channel while the agent is live.

  8. From the Multiplicity drop-down list, select the maximum of concurrent Messaging contacts.

    The ability of an agent to handle multiple concurrent multimedia contacts is called Multiplicity.

  9. Select the Attributes tab.
  10. Move the attributes from the Available Attributes list to the Agent Attributes list.
  11. Click Save.