Configuring Avaya Oceana® system properties using Control Manager

Last Updated : Aug 04, 2022 |
Prolog information
Metadata
Keywords:
  1. Log on to Control Manager.
  2. Navigate to ConfigurationAvaya Oceana™Server Details.
  3. Double-click the administered Avaya Oceana® server, or select the administered Avaya Oceana® server and click Edit.
  4. Click the System Properties tab.
  5. Expand Context Store.
  6. In the Oceana Core Data Service Collected Digits Key field, type CustomerId or CollectedDigits.
  7. Expand Omni Channel.
  8. In the Omni Channel Database Server field, enter the name of the Omnichannel Database server as administered in the HTTPS certificate installed on the Omnichannel Database server. The name not only must match the name on the certificate, but the certificate must also be trusted to avoid any certificate errors.
  9. In the Omni Channel Database Server Port Number field, enter 443.
  10. Select the Https check box to have a secure communication between Avaya Control Manager and your Omnichannel server.
    ADDITIONAL INFORMATION:
    Important:
    Verify that you are able to communicate with the Omnichannel Database server through the web and without any certificate errors.
  11. Expand RONA.
  12. In the RONA Timer(Seconds) field, enter the RONA time for non-voice channels in seconds.
    ADDITIONAL INFORMATION:
    Enter a value in the range of 26 to 100 seconds.
  13. Expand After Contact Work.
  14. Select the Enable After Contact Work check box.
  15. Select the Allow agent to extend ACW check box so that the agents in the After Contact Work state can extend the time they are in After Contact Work.
    ADDITIONAL INFORMATION:
    If you select this check box, interactions in After Contact Work have an Extend button on the work card. Agents can click the Extend button to extend the After Contact Work time.
  16. Enter the After Contact Work Timer value in seconds for each channel.
    ADDITIONAL INFORMATION:
    Ensure that you enter a value in the range of 0 to 9999 seconds. These fields become disabled or read-only if you uncheck the Enable After Contact Work check box.
    Note:
    Avaya Oceana® supports After Contact Work Timer per channel settings in version 3.8.1. Avaya Oceana® version 3.8 supports only one global After Contact Work Timer setting.
    • After Contact Work Timer for Voice (Seconds)
    • After Contact Work Timer for Email (Seconds)
    • After Contact Work Timer for Chat (Seconds)
    • After Contact Work Timer for Messaging (Seconds)
    • After Contact Work Timer for Short Messaging Service (Seconds)
    • After Contact Work Timer for Social (Seconds)
    • After Contact Work Timer for WebVoice (Seconds)
    • After Contact Work Timer for Video (Seconds)
    • After Contact Work Timer for Generic (Seconds)
    ADDITIONAL INFORMATION:
    Note:
    POM or outbound channel uses Avaya Control Manager setting of Voice channel.
  17. Expand Workspaces.
  18. In the General area, administer the following options:
    1. In the Avaya Oceana Workspaces Welcome Page URL field, enter the URL of an optional web page that is to be presented to agents within the Avaya Workspaces welcome widget.
      ADDITIONAL INFORMATION:
      This widget is displayed out-of-the-box when the agent logs in or can be added as part of another layout.
      The Welcome page does not support the X-Frame-Options: deny HTML tag.
    2. Enter a value in the Workspaces time-out in seconds field.
      ADDITIONAL INFORMATION:
      Use this field to configure the time-out value for an idle agent. Time-out count starts when the browser on agent's screen is disconnected. After the time-out, the status of an agent is set to Not Ready with a system code as configured in Default Not Ready code when browser disconnects parameter. Work is not routed to an agent when in Not Ready state.
      The maximum value of time-out is 300 seconds. Until Release 3.5, the value was specified in minutes. You must re-enter this value if you are upgrading from Avaya Oceana® Release 3.5 or earlier to a later Avaya Oceana® Release.
    3. Select the Enable mandatory disposition code for contacts check box to mandate the disposition codes. The agents must set a disposition code to close an interaction.
    4. Select the Outgoing Email address is blank by default checkbox to display a blank select a value drop-down in the Workspaces.
  19. In the Global Screenpop Behaviours area, do the following:
    1. Select the Launch external Screen-pops on Agent Accept check box to open external screen pops in new browser windows when an agent answers an interaction.
    2. Select the Display internal Screen-pops Widget first on Agent Accept check box to display the screenpop widget instead of the contact type widget when an agent accepts an interaction.
      ADDITIONAL INFORMATION:
      Important:
      Before enabling this feature, you must configure the Screen-pop widget and verify that the widget is working correctly in Avaya Workspaces. Do not make the Screen Pop tab the default tab until you verify that the screen pops are working correctly.
  20. In the Supervisor area, do the following:
    1. Select the Notify Agent Being Observed by Supervisor check box to notify an agent that the supervisor is monitoring the agent.
    2. Select the Supervisor Can Modify Agent State check box so that all supervisors can modify the state of an agent when the agent is inactive.
    3. In the Supervisor Custom Link URL field, enter a custom URL that you can view in Avaya Workspaces.
  21. In the Widget Library area, do the following:
    1. Select the Enable An External Widget Library check box to enable the external widget library to include additional widgets in Avaya Workspaces.
    2. In the Workspaces Library URL field, enter the URL of an external widget library that you want to load in Avaya Workspaces.
    ADDITIONAL INFORMATION:
    Note:
    This is a mandatory field. Do not leave it blank.
  22. In the Avaya Workforce Engagement Select (AWES) area, select the Avaya Workforce Engagement Select Enabled check box to indicate that Avaya Workforce Engagement Select is available as part of the Avaya Oceana® deployment.
  23. Expand Thresholds.
  24. In the Short Not Ready field, enter the appropriate value in seconds.
    ADDITIONAL INFORMATION:
    Enter a value of zero (0) to 999999999 seconds. This value is used to identify the number of times agents went into the Not Ready state and remained in that state for a duration less than the value configured in this field.
    Important:
    This is a mandatory field. Therefore, you must not leave this field blank.
  25. Expand System Default Codes.
  26. In the Default Not Ready code when browser disconnects drop-down list, select a reason code from the available reason codes.
    ADDITIONAL INFORMATION:
    Important:
    Before using this option, ensure that you have created the not ready reason code in ConfigurationAvaya OceanaReason Codes as the User Codes field. The drop-down contains a list of all user codes created in the UCA.
  27. Expand Transfer to User.
  28. Select the Enable Transfer to User check box.
    ADDITIONAL INFORMATION:
    Avaya Control Manager administrators can enable or disable the Transfer to User feature. Based on this configuration, agents or supervisors can view the Transfer to User option in Avaya Workspaces.
  29. Expand Disposition Codes.
    ADDITIONAL INFORMATION:
    The following are the channels under Disposition Codes. Using Control Manager, you can make disposition codes mandatory for each of the channels below. If you do not have any disposition code configured for a channel, you cannot make it mandatory.
    • Voice
    • Email
    • Social
    • Generic
    • Messaging
    • Short Message Service
    • Chat
    • Outbound
    • Video
  30. Click Save.