Workplace client - customer service mode 1

[biglebowski]

I've noticed in the 3.20 release notes for the (IX) Workplace client on Windows that it says:

Additional Avaya Contact Center Elite Agent features – Agent bar user interface with Agent states

I can't find any instructions on how to enable the Elite agent features in the Workplace client and the docs I can find say it is only for IoS clients.

Does anyone have a link for a guide or has enabled this with the Workplace client

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

 

[kyle555]

At first it was only iOS.

I just checked my settings. All you really need is agent_enabled to make the option appear in the settings and having a map to some aux work codes.

The UI on Android makes you not push the blinky yellow button to go available but makes you click the little down arrow to the right of it to change states. That'll confuse you

SET AGENT_ENABLED 1
SET AUX_REASON_CODES "1:Bathroom,2:Breakfast,3:Lunch,4inner,5:RONA,6:Training,7:Meeting,8:ROOF,9:ROIF

 

[biglebowski]

Fantastic, have added the options to the AADS dynamic configuration and I now get customer service mode in the accounts.

Many thanks for that.

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

 

[kyle555]

i love simple questions with simple answers!

 

[BIS]

Does anyone have a doc or a link on how to set up the clients with AADS?

 

[kyle555]

how far along are you? What are you stuck at?

https://www.tek-tips.com/viewthread.cfm?qid=1803251

https://www.tek-tips.com/viewthread.cfm?qid=1801145

 

[biglebowski]

I've got the workplace client working with the SBC and AADS so the user can login automatically using their domain account. Have also got the free "workplace agent" licences installed on the SMGR WebLM now

The client is working for telephony but I can't find any instructions to enable the agent/customer service functionality or how to link an agent ID to the extension/SIP profile?



Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

 

[kyle555]

I didn't think it was a licensed feature - I certainly didn't have any. Are you sure the license isn't for AAfD? That requires a license.

Otherwise, with just the 2 settings I have, autoconfigure brings up a customer service login. If "Customer Service" is enabled in the settings it'll make available something in accounts to punch in your agent/pw

I suppose if you had specific per user configs in AADS you could automagically push that.

 

[biglebowski]

The licences are free if you have One-X agent or AAfD licences alreday, there is a zero cost licence code you need to give Avaya and they will provide the equivalent number of Workplace Agent licences for free

I've set my extn up as J179CC as per the docs but the customer service button is greyed out and I can't click it across

Here's the options I have enabled within the AADS dynamic configuration for agent:

Here are the options I get if I log into the AADS URL we use for auto configuration:

## File Generation Notes
## Avaya Dynamic Configuration Service does not recognize User-Agent - Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/96.0.4664.110 Safari/537.36

SET SIP_CONTROLLER_LIST "<AADS URL>:5061;transport=TLS,<AADS URL>:5060;transport=TCP,<AADS URL>:5060;transport=UDP"
SET SIPPROXYSRVR <AADS URL>
SET SIPPORT 5061
SET SIPSECURE 1
SET SIPENABLED 1
SET SIPDOMAIN <our sip domain>
SET SIPUSERNAME 72047
SET SIPHA1 e9dc966d02c885923712cd5520103fcd
SET DIRTYPE ACTIVEDIRECTORY
SET AGENT_LOGIN_ID ""
SET AGENT_WORK_CODE ""
SET ACSSRVR <AADS URL>
SET DIRIMATTRIBUTE mail
SET AGENT_PASSWORD ""
SET ENABLE_BUTTON_MODULE 1
SET DIRSRVRPRT 5056
SET DIRSECURE 0
SET DIRTIMEOUT 20
SET COUNTRY UK
SET DIRENABLED 1
SET DIRSSO 1
SET RTP_PORT_RANGE 1280
SET DIRUSEIMDOMAIN 0
SET DIRMAXENTRIES 10
SET DIRTOPDN "xxxx"
SET ACSSSO 1
SET ENABLE_PRESENCE 1
SET DNSSRVR x.x.x.x
SET TRUSTCERTS ""
SET RTP_PORT_LOW 2048
SET ACSSECURE 1
SET DIR_CONTACT_RESOLUTION_ENABLED 1
SET AGENT_ENABLED 1
SET DIRSRVR <AADS URL>
SET EC500VOICEMAILNUMBER 77777
SET DIRSCOPE LDAP_SCOPE_SUBTREE
SET ACSPORT 443
SET AGENT_AVAILABILITY_AUTO 0
SET LICENSE_SERVER_URL

https://<AADS

URL>:443/WebLM/LicenseServer
SET SIPSSO 1
SET AGENT_SKILLS ""
SET ACSENABLED 1
SET ENABLE_3PCC_ENVIRONMENT 0
SET LOCKED_PREFERENCES "SIP_CONTROLLER_LIST,SIPPROXYSRVR,SIPPORT,SIPSECURE,SIPENABLED,SIPDOMAIN,SIPUSERNAME,SIPHA1,DIRTYPE,AGENT_LOGIN_ID,AGENT_WORK_CODE,ACSSRVR,DIRIMATTRIBUTE,AGENT_PASSWORD,ENABLE_BUTTON_MODULE,DIRSRVRPRT,DIRSECURE,DIRTIMEOUT,COUNTRY,DIRENABLED,DIRSSO,RTP_PORT_RANGE,DIRUSEIMDOMAIN,DIRMAXENTRIES,DIRTOPDN,ACSSSO,ENABLE_PRESENCE,DNSSRVR,TRUSTCERTS,RTP_PORT_LOW,ACSSECURE,DIR_CONTACT_RESOLUTION_ENABLED,AGENT_ENABLED,DIRSRVR,EC500VOICEMAILNUMBER,DIRSCOPE,ACSPORT,AGENT_AVAILABILITY_AUTO,LICENSE_SERVER_URL,SIPSSO,AGENT_SKILLS,ACSENABLED,ENABLE_3PCC_ENVIRONMENT"
SET OBSCURE_PREFERENCES

 

[kyle555]

I'd think System Manager would be the WebLM. AADS doesn't have one.

Though, I have been using it without a specific license. Maybe CM handles it in the background for me like a one-x agent, I dunno

That, and aux work codes - if you're forcing them as 1 or 2 digit in your setup, you need the equivalent in AADS.

 

[dialtonebone]

Our customers are primarily using standalone WebLMs for the Remote Worker solution due to the internet facing nature of it. I have not seen anything from Avaya suggesting how to log these things down yet.

 

[biglebowski]

WebLM is on SMGR, I just did a find/replace in notepad to hide and mention of our domain

I'm not even close to aux codes yet as I can't even get the agent log in button on the softphone.

Is there a guide for workplace agent as avaya do seem to be fairly rubbish at documentation?

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

 

[kyle555]

I had no specific licenses for it and I was setting up a test hunt group for workspaces for elite, so i had that working already.

Make a 9600SIP/J login from the SBC then you know you're just working with the client.

 

[biglebowski]

can't do that, this SBC is dedicated to remote workers and the outside interface is in a DMZ, plus I'm WFH as we aren't allowed into the office.

My workplace client is able to make/receive calls ok via the remote worker SBC.

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

 

[kyle555]

what version of workplace? windows/android?

 

[biglebowski]

Windows 3.23

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

 

[biglebowski]

Does anybody know anything about "workplace agent mode"?

No matter what I try I can't get this bloody stupid software to work!!!

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

 

[kyle555]

Button Module and agent functionality configuration on
Windows platform
This chapter describes information to configure Button Module on Windows platform.
You must configure the ENABLE_BUTTON_MODULE parameter with value 1 to enable Button Module. You can
then view the Unified Communications feature buttons depending on your configuration.
To view the Contact Center feature buttons on Button Module with Avaya Workplace Client on Windows, you
must perform the following tasks:
• For all SIP extensions, on page 1 of the Station screen, set Type to J169CC or J179CC.
• For all SIP extensions, configure the Agent Login, Auto In, Manual In, After Call Work, Not Ready that is AUX,
Change Skill, and Call Work Code buttons.
• Add the add-rem-sk button for the user extension so that the user can add or remove any available skills when
needed.
• Enable the Add/Remove Agent Skills field on the Class of Restriction page that is assigned to the station with
agent ID.
• Configure the hunt groups and agent skills, and assign users to each hunt group or skill. Avaya Workplace Client
then routes calls to users depending on the skill set.
• Configure the Allow Agent to Activate Call Forward field on the Class of Restriction page so that the user can
activate call forwarding when needed.
• Configure the agent specific parameters in the settings file.

 

[biglebowski]

I've done all of that (and read pretty much everything on it)

In the screenshot you can see I have the button module enabled, I've already said I've set the endpoint to J179CC and have all the agent functions set in AADS and changed the COR etc

I've created a new agent id, Vector, VDN and skill for workplace testing as well

Agent id---64555
Hunt/Skill---74555---555
Vector---5555
VDN---70555
AgentID---64555

Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.

 

[biglebowski]

One thing I have noticed whilst running traces is that the AADS and PPM relay doesn't work at the same time

I have reverse proxy relays setup for PPM, AADS and WebLM

PPM---outside B1 port 443---inside A1 port 443 to session manager + PPM mapping profile
AADS---outside B1 port 443---inside A1 port 443 to AADS
WebLM---outside B1 port 52233---inside A1 port 52233 to SMGR

PPM mapping profile

sip server profile = SM8
server type = session manager TLS 5061
SBC device = outside (sig int) TLS 5061



Biglebowskis Razor - with all things being equal if you still can't find the answer have a shave and go down the pub.