Adding services to Avaya Control Manager

Last Updated : Mar 11, 2022 |
Use this procedure to add services to Avaya Control Manager.
Before you begin
Ensure that Avaya Oceana® Cluster 1 is in the running and accepting state.
  1. On the Avaya Control Manager webpage, click Avaya Oceana™Work Assignment.
  2. Click the Services tab.
  3. On the Services tab, click Add.
  4. To add a service, do the following:
    1. In the Service Name field, enter the name of the service.
    2. Select the Available for Transfer check box.
      STEP RESULT:
      The system automatically selects the Agent Display check box.
      Note:
      You must always check the Agent Display check box regardless of this service being a normal routed service or a transfer service.
    3. In the After Contact Work Timer (Seconds) *, enter a value (in seconds).
      ADDITIONAL INFORMATION:
      Important:
      You can set After Contact Work Timer (Seconds) * at a channel or at a service basis. If this field is set to 0 and a call comes in on that service, no ACW occurs. If there value is > 0, then this value is used for ACW and it overrides the channel ACW setting. If a call comes in, that does not match a service attributes then the ACW time at a channel level is used.
    4. Move the required attributes from the Available Attributes list to the Included Attributes list.
    5. Click Save.
      ADDITIONAL INFORMATION:
      When creating service name tags, it is recommended that you use high-level business appropriate designations and do not create a display name for every combination of attributes that can possibly be routed.
      • Recommendation 1: Omit the channel from the Displayname of the service. For example, instead of creating:
        Displayname
        Attributes
        ChatSales
        Department.Sales, Channel.Chat
        EmailSales
        Department.Sales, Channel.Email
        SMSSales
        Department.Sales, Channel.SMS
        Create:
        Displayname
        Attributes
        Sales
        Department.Sales, Channel.Chat
      • Recommendation 2: Omit system or functional attributes from the Displayname of the service. For example, instead of creating:
        Displayname
        Attributes
        NoviceSupportGroup
        Department.Support, AgentExpertise.Novice, Channel.Chat
        RegularSupportGroup
        Department.Support, AgentExpertise.Regular, Channel.Email
        ExpertSupportGroup
        Department.Support, AgentExpertise.Expert, Channel.Chat
        Create:
        Displayname
        Attributes
        Support
        Department.Support, Channel.Chat