Unified Collaboration Administration (UCA)

Stores the configuration information entered in Avaya Control Manager, and makes this information available to the other multicenter applications as required. The configuration information used by Unified Collaboration Administration consists primarily of the resources, that is agents, and is managed by Avaya Oceana®.

Unified Collaboration Model (UCM)

Acts as a central point of normalized resource and work state in Avaya Oceana®. Work refers to interactions such as inbound voice calls and web chats.

Call Server Connector

Acts as an interface between Communication Manager and the Avaya Oceana® application tier. It maintains the state of Unified Collaboration Model for all agents and stations registered on Communication Manager.

Work Assignment

Acts as an enterprise wide Matching Engine for Avaya Oceana®. It matches the request with the most suitable resource available.

Context Store

Acts as a Memory Data Grid that can store contextual information provided by the customer’s Enterprise Applications. These applications route data and historical data to be shared between Experience Portal, Engagement Designer, Work Assignment, and the multimedia Snap-Ins such as chat and email. These components also display customer data to Agents and show historical Journey information.

Customer Management

Aggregates customer information from all available sources to provide a single interface where client components can manage and retrieve customer information. This interface reduces the number of integrations that clients require for managing customer information, abstracting clients from CRMs, Context Store, Omnichannel Database, Avaya Proactive Outreach Manager, and any other customer data sources added to Avaya Oceana®.

The managed customer information includes:

Engagement Designer

Acts as the business workflow execution engine of Avaya Oceana®. All interaction types, such as voice, email, and chat, start an Engagement Designer workflow.

Unified Agent Controller (UAC)

Acts as a server-side component that manages the connections to the individual agent desktops. It has access to agent configuration that is made available to the Unified Agent Controller component.

Avaya Mobile Communications

Integrates the Web Voice/Web Video capability provided by Avaya Aura® Web Gateway into Avaya Oceana®. Avaya Mobile Communications supports attribute-based routing of WebRTC calls made through customer mobile and web applications.

BotConnector

Acts as an interface for the automation of short messages from a chat provider by acting as a proxy to the API of Avaya Automated Chat server.

Omnichannel Provider

Provides the option to add additional media to an established interaction. It includes Email, Chat, SMS, Social Media, Messaging, Generic, and Outbound.

CoBrowse

Provides web collaboration between two users. Customers and agents can then jointly browse webpages and complete web forms.

Avaya CRMGateway

Provides a normalized access layer between Avaya Oceana® and Customer Relationship Management (CRM) systems of customers.

OceanaConfiguration

Distributes snap-in attributes to every snap-in across the remaining Avaya Oceana® clusters.