Creating a user to handle SMS contacts

Last Updated : Nov 16, 2021 |

About this task

Use this procedure to create an agent to handle SMS 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 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 surname 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. This user name is used to log 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 to log 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 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 to the right and select the Avaya Oceana tab.
  7. Select the SMS check box.
    Important:

    To change the channel of an agent while the agent is live, the agent must be logged out and logged in again.

  8. From the Multiplicity drop-down list, select the maximum of concurrent SMS 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.
    Important:

    You must move the same attributes that you configured in the Omnichannel Administration Utility for the SMS to be routed to your agent.

  11. Click Save.