Customer Administration Tasks
During ongoing use of the system, your Uptivity administrator may need to configure new channels or reconfigure existing channels. At those times, this integration requires changes to the Voice Boards page and to the CTI monitors in the Web Portal.
For more information on voice board and related tasks, search online help for voice boards.
Channel Configuration Settings for Voice Boards
This section provides a reference to channel settings that must be configured for the Avaya DMS-MLS integration. You should refer to this section whenever you add new channels to your Uptivity system.
Any other voice board changes should only be done under direct supervision from Uptivity Support. Done incorrectly, voice board modifications can have serious negative impact to your system. In addition, altering the hardware configuration of your system may void your warranty.
The following settings apply when configuring channels for Avaya DMS-MLS integrations:
|
Setting |
Definition |
Value |
|---|---|---|
| Assign | Used in deployments where physical devices and channels have a one-to-one correspondence, or to allocate specific channels to specific types of recording. For details, search online help for channel assignment. | Concurrent Licensing: Anything Per-Seat Licensing: Dedicated Record |
| Assign Value | If Assign is set to Anything, leave this field blank. If Assign is set to a Dedicated Record option, enter the value for the corresponding device. | |
| Name | Enter an optional name for the channel that can be used in channel scripting. |
You must restart the CTI Core service after any changes to voice boards, channels, or both.
CTI Monitors
In this integration, Uptivity requires a list of devices to monitor (CTI monitors). Any phone or device that should be monitored must be configured in this list.
With Avaya DMS-MLS, Uptivity monitors the ACD/DN for login/logoff events, the Position ID for ACD (incoming) calls, and the PBX Extension for direct and outbound calls. For related information, see Generate a DN Database List.
When you add or reconfigure a channel, you must configure a CTI monitor for each of these values. The Avaya system differentiates the agent logged into the phone from the phone itself.
For more information on CTI monitor tasks, search online help for cti monitor.
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