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Administering Avaya Experience Platform™ Public Cloud

Table of Contents

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  • Notices
  • Introduction
    • Purpose
    • Change history
  • Avaya Experience Platform™ administration overview
    • Application Center 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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Last Updated : Dec 08, 2023 |
Avaya Experience Platform™
Avaya Experience Platform™ Public Cloud
Administering
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A unique identification code for an Avaya Workspaces agent.

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