Avaya Workspaces for Avaya Oceana® users can use
Avaya Workplace Client as an endpoint for handling
Oceana® routed, and non-
Oceana® routed voice contacts.
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Oceana® routed voice contact - Customer voice call routed to Avaya Workspaces for Avaya Oceana® user, using Engagement Designer workflows, and reported and monitored by Avaya Analytics™.
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Non-Oceana® routed voice contact - Direct voice call initiated by Avaya Workspaces for Avaya Oceana® user to other destinations, or a direct external call to Avaya Workspaces for Avaya Oceana® user.
Important:
Currently, use of Avaya Workplace Client as a video endpoint for Oceana routed video calls is not supported.
Avaya Workspaces for Avaya Oceana® users, use Avaya Workspaces to access the contact center functionalities, such as Login, Activate, Logout, and to control all voice contacts at their desktop. Interoperability between Avaya Workspaces for Avaya Oceana® and Avaya Workplace Client involves validating Computer Telephony Integration (CTI) control of the Avaya Workplace Client from the browser-based Avaya Workspaces.
The following table lists the supported voice operations for Avaya Oceana® and Avaya Analytics™ users using Avaya Workplace Client as their voice endpoint:
Voice functionality for Oceana® routed and Non-Oceana® routed voice contacts
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Condition for Avaya Oceana® users using Avaya Workspaces
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Oceana® routed voice contacts
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Non-Oceana® routed voice contacts
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Receives a new work card for an incoming voice contact.
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Supported
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Supported
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Answers the voice calls by clicking the accept icon on the work card.
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Supported
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Supported
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Places the active voice call on-hold by clicking the hold icon.
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Supported
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Supported
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Ends the calls by clicking the call release icon.
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Supported
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Supported
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Blind transfers the active calls to other destinations by clicking the transfer icon.
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Supported
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Supported
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Consult transfers the active calls to other destinations by clicking the consult transfer icon.
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Supported
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Supported
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Initiates voice calls to other destinations by using Avaya Workspaces CTI controls.
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N/A
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Supported
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