The capabilities of remote workers are similar to standard on-premise workers.
Avaya Oceana® and Avaya Analytics™ remote workers can perform the following operations:
Remote Web Voice workers can receive incoming PSTN Voice calls using media in their Avaya Oceana®-supported browsers and process them through Avaya Workspaces.
It implies that the remote workers can initiate outgoing voice contacts to reachable destinations through Avaya Workspaces.
Remote Web Video workers can receive incoming Web Video calls using media in their Avaya Oceana®-supported browsers and process them through Avaya Workspaces.
It implies that the remote workers can initiate outgoing video contacts to reachable destinations through Avaya Workspaces.
Remote Multimedia workers can receive and respond to customer Email, Chat, SMS, Social Media, Generic, and Messaging contacts.
Avaya Oceana® and Avaya Analytics™ remote workers can have the following roles:
Role |
Description |
Supervisor Agent |
Can access all supported supervisor functions of Avaya Oceana® and Avaya Analytics™. |
Agent |
Can access all supported agent functions of Avaya Oceana® and Avaya Analytics™. |
Supervisor Reporting |
Can access all supported reporting-only user functions of Avaya Oceana® and Avaya Analytics™. |
Administrator |
Can access all access to all Avaya Workspaces administration functions, such as adding or changing the widget layouts. |
Remote Worker Agent |
Can access all supported agent functions of Avaya Oceana® for voice and video calls. |
