Configuring Work Assignment attributes for Self-Service Application

Last Updated : Oct 18, 2018 |

About this task

Self-Service Application (SSA) has some pre-defined attributes that can be modified, added, or removed. The configured attributes are presented to the customer for attribute selection.

Before you begin

Ensure that you add the Work Assignment attributes in Avaya Control Manager.

Note:

The config.properties file of the Self-Service Application lists the attributes for Experience Portal.

Procedure

  1. Log in to the server as sroot.
  2. Edit the attributes.xml file by typing vi /opt/AppServer/tomcat/webapps/WorkAssignmentSelfService/config/attributes.xml.
  3. To add a new attribute, type the following in the attributes.xml file: 
    <value>
<alias>Attribute Alias</alias>
<key>Attribute Value</key>
</value>
    Note:

    Do not add any spaces in Attribute Value and ensure that this value exactly matches the Work Assignment attribute that you configure in Avaya Control Manager. The order of the attributes determines how they are presented to the customer.

    Attribute Alias specifies the name that TTS server uses to display the prompt to the customer, and Attribute Value specifies the value which is forwarded to Work Assignment as a match request for a suitable agent.