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Avaya 지원 사이트
Avaya 학습
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Español (México)
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Français (Canada)
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Português (Brasil)
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中文（简体）
中文（繁體）
日本語
한국어
Administering Avaya Experience Platform™ Public Cloud
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Notices
Introduction
Purpose
Change history
Avaya Experience Platform™ administration overview
Application Center Administration overview
Application Center Administration initial configuration
Logging in to Application Center Administration for the first time
Logging in to Application Center Administration
Selecting your preferred language
Avaya Experience Platform Public Cloud basic configuration for voice
Creating queues
Creating categories and attributes
Configuring voice routing
Creating a profile
Creating a new user
Launching Verint Workforce Engagement
Avaya Experience Platform Public Cloud basic configuration for messaging
Creating queues
Creating categories and attributes
Configuring messaging routing
Creating a profile
Creating a new user
Avaya Experience Platform Public Cloud basic configuration for chat
Adding an element
Creating a chat application
Creating queues
Creating categories and attributes
Configuring chat routing
Creating a profile
Creating a new user
Avaya Experience Platform Public Cloud basic configuration for email
Adding a mailbox
Creating queues
Creating categories and attributes
Configuring email routing
Creating a profile
Creating a new user
Accounts
Editing an account
Defining account hierarchy
Adding an account administrator
Assigning an administrator to an account
Adding a location
Adding a department
Adding a team
Channels
Priority
Chat
Creating a chat application
Creating a chat integration
Configuring chat routing
Routing Configuration Settings / Chat page field descriptions
Email
Email configuration overview
Adding a mailbox
IMAP setting description
POP3 setting description
Adding a Microsoft mailbox account
Enabling a mailbox
Editing a mailbox
Converting an added mailbox to a Microsoft 365 mailbox
Configuring email routing
Routing Configuration Settings page field descriptions
Messaging
Messaging applications
Configuring messaging routing
Routing Configuration Settings page field descriptions
Creating a new custom messaging integration
Voice
Configuring voice routing
Routing Configuration Settings page field descriptions
Adding a phone number to an account
Adding a non-E.164 number to an account
Editing a phone number
Setting a number as the caller ID
Releasing a phone number
Exporting phone numbers
Proof of documents required to buy numbers in various countries
Voice channel trunks
Viewing trunks for voice
Setting a caller ID for a trunk
Adding a routing rule for a trunk
Adding agent locations
Business rules
Rule execution
Adding context data rules
New Context Rule page field descriptions
Editing context data rules
Deleting context data rules
Adding keyword groups
Editing keyword groups
Deleting keyword groups
Adding keyword rules
New Keyword Rule page field descriptions
Editing keyword rules
Deleting keyword rules
Elements
Adding an element
Editing an element
Adding a chat connector element
Adding a custom messaging provider
Adding a SAML Server element
User groups
Creating a group
Editing a user group
Deleting a user group
Groups for agents to view Real-Time reports
User management
Roles
Password policy and requirements
Resetting a password for a user
Managing profiles
Creating a profile
Editing a profile
Profile edit use cases
Profiles page field descriptions
Managing resource partitions
Managing users
Creating a new user
Users page field descriptions
Editing a user
Deleting a user
Assigning queues to an existing user
Assigning attributes to an existing user
Assigning a user to another profile
New User page field descriptions
Emergency calling
Adding an emergency location for the account
Assigning an emergency location to a user
Unassigning an emergency location from a user
Editing an emergency location of the account
Deleting an emergency location of the account
Adding an emergency location for a user
Editing a user's emergency location
Deleting a user's emergency location
Emergency location field descriptions
Specifying an email address for sending emergency notifications
Managing multiple users
Downloading the bulk user template
Adding multiple users
Editing multiple users
Deleting multiple users
Exporting multiple users
Viewing the status of bulk operations
Downloading the exported users file
Social media accounts
Facebook management
Creating a Facebook social media account
Enabling or disabling a Facebook account
Configuring a Facebook account's routing settings
Deleting a Facebook account
WhatsApp management
Creating a WhatsApp social media account
Enabling or disabling a WhatsApp account
Configuring a WhatsApp account's routing settings
Deleting a WhatsApp account
Instagram management
Creating an Instagram social media account
Enabling or disabling an Instagram account
Configuring an Instagram account's routing settings
Deleting an Instagram account
Configure Routing Settings page field descriptions
Omni SDK
Creating an Omni SDK integration
Routing Configuration Settings page field descriptions
Configuring custom push notifications
Templates
Digital templates
Creating email templates
Configuring automatic responses
Creating email disclaimers
Creating email signatures
Creating quick text templates
Creating URL templates
Editing URL templates
Creating file templates
Editing file templates
Editing WhatsApp templates
New Email Template page field descriptions
New Auto Response page field descriptions
New Signature Template page field descriptions
New Quick Text Template page field descriptions
New URL Template page field descriptions
New File Template page field descriptions
Customer journey
Configuring Agent Notes
Configuring the timeline view and journey details
Contact center resources
Queues
Creating queues
Editing queues
Attributes
Creating categories and attributes
Editing attributes
Deleting categories
Assigning queues to an existing user
Assigning attributes to an existing user
Unassigning user attributes
Callback experience per queue
Creating a callback experience
Editing a callback experience
Deleting a callback experience
Callback page field descriptions
Assigning queues to a callback experience
Identifiers
Creating identifiers
Editing identifiers
Deleting identifiers
Agent browser disconnect timers
Configuring After Contact Work mode defaults
Configuring RONA timers
Editing the default timers to change agent states
Reason codes
Creating reason codes
Editing reason codes
Deleting reason codes
Timetables
Creating a timetable
Editing a timetable
Deleting a timetable
Timetables page field descriptions
Thresholds for Service Level Agreements (SLAs)
Creating thresholds
Editing thresholds
New Queue Threshold page field descriptions
Workspaces
Avaya Workspaces widget framework
Layout Manager
Adding a layout
Configuring a layout
Cloning a layout
Updating the layout settings
Resetting a layout
Exporting a layout
Deleting a layout
Configuring the My Agents widget
Screenpops
Configuring the screenpop application
Adding a screenpop
Configuring the screenpop priority
Editing a screenpop
Deleting a screenpop
UX profiles
Adding a UX profile
UX profile field descriptions
Editing a UX profile
Deleting a UX profile
UX profile scan
Scanning a UX profile
Checklist for assigning a layout to a user profile
Avaya Experience Platform Public Cloud VDI solution for Citrix
Limitations of using Citrix VDI
Network latency in a Citrix VDI environment
Checklist for enabling VDI support for agents
Enabling the VDI feature for an agent
Registering Google Chrome and Microsoft Edge (Chromium) with the Citrix redirection service
Widget Manager overview
Importing a widget
Importing a widget library
Overriding a widget URL
Viewing widget metadata
Replacing a custom widget
Deleting a widget
Customer journey interaction history
Configuring the customer journey interaction history widget
Audit Trail
Searching for events
Viewing an event
Feature configuration
Agent Assist administration overview
Agent Assist configuration checklist
Supported languages for Agent Assist
Configuring a layout for Agent Assist
Assigning the profile with the Agent Assist widget to users
Adding a new provider
Adding a new profile for Agent Assist
Assigning a queue to an Agent Assist profile
Voice interactions with transcription configuration
Configuring voice interactions with transcription
Customer journey
Configuring the timeline view and journey details
Avaya Voice Recording
Playing a voice recording
Deleting a voice recording
Troubleshooting Avaya Voice Recording issues
The Recording column is not displayed in Interaction Search history
The Recording column displays "-" instead of the Play icon
Recording Not Available error message
Call recording remains active even if you disable the feature
Administering Avaya Experience Platform (On-Prem + Connect)
Avaya Experience Platform (On-Prem + Connect) solution overview
Ordering Avaya Experience Platform (On-Prem + Connect)
Checklist for configuring Avaya Experience Platform (On-Prem + Connect)
Configuring the Avaya System Manager element
Adding a user on System Manager with required roles to enable synchronization
Configuring the Avaya Hybrid Cloud Gateway element
Configuring the Avaya Aura Device Services element
Avaya Aura Device Services configuration
Configuring the Avaya Communication Manager element
Adding a user on Communication Manager with required roles to enable synchronization
Single sign-on configuration
SSO configuration with Okta Active Directory
Creating a SSO SAML application on Okta Active Directory
Assigning users to the Okta application and downloading the IdP metadata
Configuring the SAML element with the Okta Active Directory federation metadata file
Creating users for Okta Active Directory
SSO configuration with on-premise Active Directory
Configuring SAML element and downloading the metadata XML file
Importing the SAML element metadata on ADFS
Configuring X-Frame-Options
Creating users for on-premise Active Directory
Integrating Microsoft Azure Active Directory with Avaya Experience Platform Public Cloud
Configuring a profile
Configuring the system range and user voice plan
Configuring the reason codes and call work codes
Reason code management
Location profiles
Location profiles overview
Configuring location profiles
Viewing a location profile
Editing a location profile
Deleting a location profile
User management
Configuring users
User management by synchronization
Synchronization overview
Guidance on configuring users on System Manager for synchronization
Synchronization with Enterprise Survivable Server
Checklist for synchronizing Avaya Experience Platform On-Prem (formerly Avaya Aura Call Center Elite) entities
Synchronizing the Avaya Experience Platform On-Prem (formerly Avaya Aura Call Center Elite) entities
Exporting synchronized users and uploading the users after modification
Synchronization scenarios between Avaya Experience Platform On-Prem and Application Center Administration
Avaya Experience Platform Public Cloud orchestration with Avaya Experience Platform (On-Prem + Connect)
Configuration for testing an end to end call
Creating self-service flows
Checklist to configure the Avaya Experience Platform Public Cloud In Front feature
Transferring data from P-Intrinsics to User to User Information
Configuring Communication Manager User to User Information treatment policy
Import the Avaya Experience Platform Public Cloud custom In Front widget for Avaya Experience Platform On-Prem to Avaya Workspaces
Adding a custom Avaya Experience Platform Public Cloud In Front widget for Avaya Experience Platform On-Prem to Avaya Workspaces
Building a screenpop URL using User to User Information
Creating engagement design workflow with context data
Viewing customer details in Avaya Workspaces
Release media anchor from MPC after the call redirects to on-premise
Store voice virtual agent transcripts and retrieve from customer journey
Queue configuration between Avaya Experience Platform Public Cloud and Avaya Experience Platform On-Prem
Google Dialogflow setup
Creating a virtual agent in Avaya Experience Platform Public Cloud for Dialogflow
Creating engagement design workflow with conditional branches
Viewing customer details in Avaya Workspaces
Omni SDK with Avaya Experience Platform (On-Prem + Connect)
Creating an Omni SDK integration with Avaya Experience Platform (On-Prem + Connect)
Adding a number to the voice route point
Creating a workflow to redirect incoming WebRTC calls to the BYOC-Hybrid trunk
Configuring routing settings
Agent assist administration overview
Agent assist configuration checklist for Avaya Experience Platform (On-Prem + Connect)
Configuring the languages
Category and attribute variations for language configuration
Adding a new profile for Agent Assist
Assigning an Agent Assist profile to a skill
Voice interactions with transcription configuration
Configuring voice interactions with transcription
Realtime Transcript widget .json file contents
Consult call overview
Supervisor observe with Avaya Experience Platform (On-Prem + Connect)
Customer journey with Avaya Experience Platform (On-Prem + Connect)
Configuring Agent Notes
Screenpops with Avaya Experience Platform (On-Prem + Connect)
Configuring the screenpop application for Avaya Experience Platform (On-Prem + Connect)
Adding a screenpop for Avaya Experience Platform (On-Prem + Connect)
Values displayed in screenpop for the intrinsic parameters
Avaya Experience Platform Public Cloud VDI solution for Citrix
Citrix VDI configuration
Registering Google Chrome and Microsoft Edge (Chromium) with the Citrix redirection service
Network latency in a Citrix VDI environment
Setting up Avaya Aura System Manager to receive Avaya Hybrid Cloud Gateway alarms
Creating an SNMPv3 user profile
Creating an SNMP target profile
Setting up a serviceability agent
Adding Avaya Hybrid Cloud Gateway hostname in Avaya Aura System Manager
Checking for Avaya Hybrid Cloud Gateway hostname in Avaya Aura System Manager
Avaya Hybrid Cloud Gateway alarms list
Maintenance tasks
Maintaining passwords
Migrating agents between Avaya Hybrid Cloud Gateway clusters
Deleting unused extensions
Redirect on Optim Failure
Operations a UserMgmt.sh administrator can perform
Importing the Avaya Experience Platform Public Cloud certificate on the Avaya Hybrid Cloud Gateway user interface
User can view agent and extension information in Avaya Workspaces after deleting extension profile from System Manager
Resources
Resources for Avaya Experience Platform™ Public Cloud
Documentation
Related documents and videos
Avaya Documentation Center navigation
Resource Center
Accessing online help
Welcome guides
Training
Support
Using the Avaya InSite Knowledge Base
Resources for Avaya Experience Platform™ (On-Prem + Connect)
Documentation
Related documents
Avaya Documentation Center navigation
Training
Support
Using the Avaya InSite Knowledge Base
Single sign-on protocol
Single Sign-On
Integrating Microsoft Azure Active Directory with Avaya Experience Platform Public Cloud
Call control settings on Plantronics and Jabra headsets
Prerequisites for using headset call controls
Avaya Workspaces displays an error when agents use the Headset Plantronics Hub widget
Glossary
After Contact Work
Agent ID
Agent state
Alerting
Allowlist
Avaya Aura X for Avaya Cloud Office (ACO)
Avaya Spaces
Avaya Workspaces
Barge in
Calculated metric
Carousel
Chat with corporate contacts
Coach
Connectors
Consult complete as conference
Consult complete as transfer
Consultation call
Contact center
Contact Center as a Service
Conversation
Corporate Contacts widget
Cross-Origin Resource Sharing
Custom group
Custom metric
Customer identifier
Customer Relationship Management
Digital interaction
Digital Library
Disposition code
Events
Facebook account
Group chat
Inbound
Incoming connection
Integration
Interaction
Interaction details
Internal extension call
Interval
Layout
Mapping
Chat and messaging widget
Metric formula
Microsoft Teams
Microsoft Teams channel
Outbound
Outgoing connection
P-Intrinsics
Pop-out
Postback
Producer
Profiles
Provider for corporate contacts
Redirection on No Answer
Representational State Transfer API
Report type
Restricted account
Retrieve credentials
Roll-up
Routing rules
SAML
SAML Identity Provider
Self service
SLA
Softphone
Station ID
Supervisor dashboard
Threshold
Threshold class
Task output
UX Profiles
Voice interaction
Wait treatment
WhatsApp business account
WhatsApp template
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Administering Avaya Experience Platform™ Public Cloud
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Nov 14, 2023
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