In Avaya Oceana®, you must associate the multimedia contacts for all channels with a Route Point. Route Points differentiate whether contacts are under contact center control or are personal agent interactions. Route Points provide differentiation in reporting and customer business logic. You can create Route Points using Avaya Control Manager.

In Avaya Oceana®, you must configure Route Points in all multimedia rules, including system rules, before EmailService starts. After upgrading the solution, you must also restore the existing rules that you configured with Route Points before the upgrade.

The following table lists the channels that require Route Point configuration: