Adding custom attributes

Last Updated : Mar 20, 2017 |

About this task

Avaya Oceana® provides attribute-based work and resource matching capabilities. Attributes are the main basis for selecting from available resources to be assigned work, or to select waiting work to be assigned to newly available resources. When selecting a resource to be assigned to incoming work, the resource must have the desired attributes specified in the work request. When selecting a waiting work request for a newly available resource, the work request must have attributes that match those of the resource.

Add your custom attribute to ensure that Work Assignment assigns appropriate resources to your chat requests during the testing.

Before you begin

Ensure that you download the latest software for the sample Chat client from the Avaya DevConnect portal at http://www.avaya.com/devconnect.

For information about Avaya DevConnect, see Avaya DevConnect Program Guide available on https://support.avaya.com.

Procedure

  1. Open the home.html page in any browser that supports WebSockets.
  2. On the upper-right area of the page, click Show configuration panel.
  3. On the Configuration dialog box, perform the following steps to add an attribute to the chat request:
    1. Click the Click here to configure attributes option.
    2. In the text box before the Add button, type the attribute that you want to add.

      For example, Services.Testing.

    3. Click Add.

      The system adds the attribute in the list in the Click here to configure attributes section.

  4. On the Configuration panel, perform the following steps to remove an attribute from the chat request:
    1. In the Click here to configure attributes section, identify the attribute that you want to remove.
    2. Click Remove.
  5. Click Save Configuration.
  6. If the channelAttribute does not match the server, perform the following steps to edit the HTML pages:
    1. Open the home.html page.
    2. Search for a select element with ID contactType.
    3. For each option under the select, change the value to include a capital letter at the start.

      For example, change "chat" to "Chat".

    Note:

    By default, the attributes include Location.Inhouse. If this is not required, remove it before testing. Any changes to the attributes that are made using the Configuration panel are preserved only for the browser that you are currently using. For example, if you change the attributes in Firefox, they are not applicable for Chrome. To permanently change this for deployment, edit the attributes array in the webChatLogon.js file.