Avaya Experience Platform Public Cloud basic configuration for chat

上次更新时间 : Jan 11, 2024 |

Avaya Experience Platform™ Public Cloud is pre-configured with data based on your order. You can use the pre-configured data to quickly configure and test basic contact center functionality. Account administrators can use the steps described in this section to commission Avaya Experience Platform™ Public Cloud and test initial chat interactions.

Avaya Experience Platform™ Public Cloud routes test chats to agents who are logged in to Avaya Workspaces. Avaya Workspaces agents receive test chats as interactions.

Chat configuration

If the configuration to route test chats from a reference front-end chat interface already exists, you can use Application Center Administration to complete the configuration. Account administrators can route test interactions to agents logged in to Avaya Workspaces. To quickly test the handling of Avaya Experience Platform™ Public Cloud interactions, you must ensure the following configurations are already in place:

  • Reference chat interface: An operational reference interface to route chats to Avaya Experience Platform™ Public Cloud. To build and register a chat connector, use Avaya Experience Platform™ Public Cloud Digital APIs.

  • Create a digital chat connector and chat application.

  • Create queues and attributes for routing.

  • Configure routing for the chat channel to route an interaction to a test agent.

  • Create a profile that enables the chat channel. The profile is added to your account after you create it.

  • Create a test agent that can handle chat interactions. Ensure that you assign the attributes created to the test agent. The agent inherits any attributes set for the profile you assign to them.

  • Log in to Avaya Workspaces as the test agent. To send a test chat, use the reference interface. The test chat routes to the test agent based on the assigned attributes.

  • Use Avaya Workspaces to accept the test interaction.

Chat SDK

Avaya provides a chat software development kit (SDK) that customers can integrate with their website without the need for extensive coding. The chat SDK consists of well-defined APIs. The chat SDK is a JavaScript library that provides a collection of methods, objects, and events using which customers can build or integrate a chat client for their websites.