Before beginning the Avaya Oceana® upgrade process, you must ensure that all Avaya Oceana® agents are logged out and that no new contacts arrive into Avaya Oceana®. However, you must allow agents time to gracefully close out any queuing or in process contact. You can use Avaya Workspaces to verify this.
Procedure
Log on to Avaya Workspaces as a supervisor.
Use real-time displays to ensure all new and existing contacts are complete.
Use the My Team widget to ensure that all agents are logged out.
