Ensure that Avaya Oceana® Cluster 1 is in the running and accepting state.
Procedure
On the Avaya Control Manager webpage, click Users.
Select the Users tab.
Click Add.
Enter appropriate value in each of the following fields:
In the First Name (English) field, enter the first name of the user in English.
In the Surname (English) field, enter the surname of the user in English.
In the Available applications section, select the Avaya Oceana check box.
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.
In the Username field, enter a user name.
In this release, the user name is the internal handle.
In the Password field, enter a password.
This password is used to log on to Avaya Control Manager.
In the Confirm Password field, re-enter the password.
In the Extension field, enter the station associated with this agent.
This is used when logging on to Avaya Workspaces.
Note:
You must enter a value in this field only if the agent has to handle Voice contacts.
In the AVAYA Login field, enter the Elite agent login ID.
When creating an agent, if the Profile field is set to Agent and the AVAYA Login field is populated, then this agent is added to Elite. However, if the AVAYA Login field is not populated, then this agent is not added to Elite. Therefore, the agent cannot handle Avaya Oceana® Voice contacts. This type of agent can handle only Multimedia contacts.
Select Team as required.
Select Template as required.
Click Save.
Scroll to the right and select the Avaya Oceana tab.
Select the Voice 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.
Optional Select the Prompt agent for extension number at login check box to enable Hot Desking.
If you enable Hot Desking, agents can change their extension number.
