Creating an Avaya Workspaces for Call Center Elite agent user

Last Updated : Apr 07, 2025 |
Prolog information
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Keywords:
Use this procedure to add an Avaya Workspaces agent user to Avaya Control Manager. This user can log on to Avaya Workspaces as an agent and access the agent features available in Avaya Workspaces.
Important:
When you use Avaya Control Manager (ACM) for an Avaya Workspaces agent to add or remove a skill, the agent must log out from Avaya Workspaces and log back in for the application to reflect the changes.
Before you begin
Ensure that the Avaya Workspaces for Call Center Elite clusters are in a running and accepting state.
  1. Log on to the Avaya Control Manager interface with administrator credentials.
  2. On the Avaya Control Manager webpage, click Users.
  3. On the Users tab, click a team, and click Add.
    ADDITIONAL INFORMATION:
    Control Manager displays the User Details page.
  4. In the First Name field, type the first name for the agent.
  5. In the Surname field, type the surname for the agent.
  6. In the Profile field, select Agent.
  7. In the LDAP Username field, enter the LDAP user name of the user.
  8. In the Username field, enter the user name.
  9. In the Password field, enter the password.
  10. In the AVAYA login field, enter the agent log-in ID at Avaya softphone.
  11. In the Team field, enter the name of the team that the user is assigned to.
  12. In the Template field, enter the required template.
  13. In the SIP URI field, enter the SIP URI of the user.
    ADDITIONAL INFORMATION:
    This must be a valid email address.
  14. In the Communication Profile Password field, enter the communication profile password.
  15. In the Extension field, enter the extension used by the client software to automatically log the user into the system.
  16. In the Available Applications area, select Workspaces for ELite and SIP.
    STEP RESULT:
    On selecting Workspaces for ELite application, LDAP domain field appears.
  17. In the LDAP domain field, enter the domain name.
  18. Click Save.
    STEP RESULT:
    When the user is saved, the SIP Properties button is enabled.
  19. Click SIP Properties.
  20. On the SIP Properties page, in the Communication Profile tab, enter the required SIP properties .
  21. Enter the Communication Address.
  22. In the Session Manager Profile tab, enter the required information.
  23. In the CM Endpoint Profile tab, do the following:
    1. In the Template field, select the custom template created. See Creating a System Manager custom template in Avaya Control Manager.
    1. In the Extension field, specify the extension entered in the user page.
    2. In the Profile Type field, select Endpoint.
  24. Click Save.