Configuring the Avaya Workspaces for Call Center Elite server

Last Updated : Oct 27, 2023 |
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Use the following procedure to configure the Avaya Workspaces for Call Center Elite URL connection information for Avaya Control Manager. This procedure also synchronizes the Elite VDN and Skill details to the Avaya Workspaces for Call Center Elite server. These details are then available to Avaya Workspaces when a contact is presented to an agent.
  1. Log on to the Avaya Control Manager interface with administrator credentials.
  2. On the Avaya Control Manager webpage, click ConfigurationCustomer EngagementWorkspaces for Elite.
  3. Select the Avaya Workspaces for Call Center Elite server and click Edit.
  4. Select the Communication Manager tab.
  5. To add the Communication Manager used in your Avaya Workspaces for Call Center Elite solution, perform the following steps:
    1. Click Add Provider.
    2. In the Name field, type the same name as the providerId value that you entered when creating the CSC attributes in the Communication Manager list.
  6. Click on the Save Provider icon.
    STEP RESULT:
    The data is synchronized to the Avaya Workspaces for Call Center Elite server.
  7. Select the provider.
  8. In the Voice mail Access field, type the number to access the voice mail system. Agents can dial this number using the voice mail icon in Avaya Workspaces.
  9. In the External Access Code field, type the number to make an external voice call. Avaya Workspaces prefixes this number when an agent makes an external call.
  10. Click on the Save Provider icon.
  11. Select the System Properties tab.
  12. Expand the Workspaces section.
  13. Under General, in the Avaya Workspaces Welcome Page URL field, type the URL for an optional web page that presents to Avaya Workspaces agents when they log in.
  14. Under Global Screenpop Behaviours, perform the following steps:
    1. Select the Launch external Screen-pops on Agent Accept check box to open external screenpops in new browser windows when an interaction is answered.
    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.
  15. Under Supervisor, perform the following steps:
    1. Select the Supervisor Can Modify Agent State check box to permit all supervisors to modify the state of the agent when the agent is not active on a contact.
    2. In the Supervisor Default URL field, type the URL of the web page that presents to supervisors.
  16. Under Widget Library , perform the following steps:
    1. Select the Enable An External Widget Library check to enable the external widget library to include additional widgets in Avaya Workspaces.
    2. In the Workspaces Library URL field, type the URL of the external widget library that you want to load in Avaya Workspaces.
  17. Under Avaya Workforce Engagement Select (AWES), select the Avaya Work Force Engagement Select Enabled check box to indicate that Avaya Workforce Engagement Select is available as part of the deployment.
  18. Click Save.