What is needed to move Avaya Oceana Agent from on-premises to remote?


Doc ID:    FAQ116934
Version:    3.0
Status:    Published
Published date:    13 Mar 2020
Updated:    15 Mar 2020
Author:   
rblom
 

Answer

 Avaya Oceana allows Agents to handle the following Channels using only a supported Chrome Browser:

  • Email
  • Chat / Co-browse
  • SMS
  • Social Media
  • Video / WebRTC
* To work remote all these Agent need is a PC with a supported Chrome Browser and a VPN connection to connect to their Company Network.  Should be nothing additional needed from Avaya side to implement this change.
 
 
Avaya Oceana also allows Agents to handle the following Channels using a Chrome Browser and an Avaya Aura Endpoint (hardphone / softphone):
  • Voice
* To work remote all these Agent need is a Hardphone / Softphone connected to Avaya Aura along with a supported Chrome Browser and a VPN connection to connect to their Company Network.  Avaya Aura Communication Manager needs to be licensed to accept Avaya one-X or Avaya Aura for Desktop softphone.
 
 
For Avaya Oceana Voice Channel agents to work remote they require:
  
  1. An Avaya hardphone / Softphone connected to their Company Avaya Aura phone system.  The simplest way to achieve this would typically be to use an H.323 / SIP Softphone like Avaya one-X Agent or Avaya Aura for Desktop (Software Download links below).  However could also be an Avaya Hardophone with VPN capabilities. (Example for 96xx phones)
  2. A Personal Computer with a supported Chrome Browser to launch Avaya Workspaces.
  3. Customer / Company provided VPN connection to connect to their Company Network.
  4. Customer provided Firewall needs to allow for Workspaces traffic (HTTP / HTTPS) as well as H.323 / SIP endpoint traffic (TBC.).
  5. Customer Network must be able to support additional VoIP bandwidth (QoS for voice traffic ect.).
  6. Oceana/Aura company subnets need to be opened within the company’s network to allow connectivity from remote users on the ports specified by the Avaya port matrix document.
  7. Avaya Aura Communication Manager needs to be licensed to accept Avaya one-X Agent or Avaya Aura for Desktop softphone.
    1. Additional Avaya Aura stack requirements may include:
    2. Avaya Aura Media Server(s)
    3. Communication Manager station programming changes to enable softphone functionality
    4. Consideration whether Agents calls are currently being recorded, may need to investigate changes will not impact recording capability (AWFOS or Verint)
    5. Customer IT / Agent needs to download, Install & Configure Software for Avaya one-X Agent or Avaya Aura for Desktop (Software Download links below)
    6. Documentation material for Agent Training to use the new Avaya Software

  

 


SOFTWARE Download (Avaya Aura Communication Manager):


Avaya Agent for Desktop 2.0.0

https://support.avaya.com/downloads/downloads-landing.action?product_id=P1598&product_name=avaya-agent-for-desktop&release_number=2.0.x&contentType=Solutions

Avaya one-X Agent 2.5

https://support.avaya.com/downloads/downloads-landing.action?product_id=P1598&product_name=avaya-agent-for-desktop&release_number=2.0.x&contentType=Solutions

 

 

 


POSSIBLE LICENSING REQUIREMENTS (Avaya Aura Communication Manager):

 

 

 


STATION Programming Changes for Voice Channel Agents (Avaya Aura Communication Manager):

 


 


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