In Avaya Oceana®, Omnichannel supports authentication and authorization for all the internal APIs that are used by various applications within the solution to access the conversation data. Only authenticated clients can access all previous Chat, SMS, Social, Messaging, and Email transcripts, including attachments.

To have authorized access to Oceana transcripts, you must configure the Authorization Service address and Tokenless access fields in System Manager. Avaya Workspaces users can use these tokens to access Oceana transcripts.