Important Avaya strongly recommends that administrators do not attempt to edit or add XML configuration files in the default startup files in the Program folder or in user Application Data. However, administrators who are familiar with XML, XML editing and, XSD definitions can edit these files.
Avaya further recommends Central Management administrators to initialize, deploy, and manage configurations for multiple users. Central Management requires no special XML transform. It provides life-cycle management of user configurations, support for hot-desking, and the security of Active Directory user authentication.
Administrators can use this information to configure Avaya one-X Agent for large number of agents and in contact centers handling a variety of portfolios. This information helps to minimize the efforts of creating profiles individually and also optimizes the installation and configuration for Avaya one-X Agent administrators.
Profile setting
A profile is a collection of pre-configured settings and preferences. Agents use profiles to load the pre-configured settings, such as Home, Office, Sales, Support, and so on. A profile contains configuration files that are stored locally inside a subdirectory of the main configuration. Typically, the configuration files are located at: \Program Files\Avaya\Avaya one-X Agent\<profile name>.
The Program Files settings can only be loaded into the user's current profile, or into default in the users Application Data if the user is starting Avaya one-X Agent for the first time.
In the path, <profile name> represents the actual name given to the agent profile and same appears as the directory name. If no profile exists, Avaya one-X Agent creates a default profile.
Preparing agent configuration
The system saves the configuration files as XML files inside the profile subdirectory at the location described under Profile setting. Avaya provides XSD files that define completely the formats of all of the configuration files. You can find these XSD files at the software download site, packaged in a separate download package.
The following table shows the UI screen settings, their related XML configuration files, and the corresponding XSD.
| System Settings (UI settings) | Configuration XML | Corresponding XSD | Remarks |
|---|---|---|---|
| System Settings controls | |||
| Login | Settings.XML | Settings.XSD | |
| Phone Numbers | Settings.XML | Settings.XSD | |
| Work Handling | Settings.XML | Settings.XSD | |
| Greeting triggers | AudioGreetins.XML | Phone.XSD | |
| VuStats | Stored internally | Phone.XSD | |
| Screen Pop | ScreenPops.XML | ScreenPop.XSD | |
| Launch Application | Settings.XML | Settings.XSD | |
| Directory | Settings.XML | Settings.XSD | |
| ContactLog | Settings.XML | Settings.XSD | Controls the settings for Contact Log.
ContactLog.XML contains the data. |
| Voice Mail Integration | Settings.XML | Settings.XSD | |
| Reason Codes | WorkReasonCodes.XML | ReasonCode.XSD | |
| AuxReasonCodes.XML | |||
| LogoutReasonCodes.XML | |||
| Event Logging | Log4net.XML | No XSD | Apache log4net configuration. |
| Outlook Contacts | Settings.XML | Settings.XSD | |
| Dialing Rules | Settings.XML | Settings.XSD | |
| Touch Tone Shortcuts | TouchToneShortcuts.xml | Phone.XSD | |
| Profiles | Profiles.XML | Profiles.XSD | Profiles.XML stores the selected profile. |
| Agent Preferences settings | |||
| Audio | Stored Internally | Phone.XSD | |
| Video | Settings.XML | Settings.XSD | Some of the settings are stored internally |
| Call Handling | Settings.XML | Settings.XSD | |
| Agent Greetings | AudioGreetings.XML | Phone.XSD | |
| Instant Messaging | Settings.XML | Settings.XSD | |
| Dialpad window settings | |||
| Selected Feature Buttons | SelectedPhoneFeatures.xml | Phone.XSD | |
| User Interface | Preferences.XML | Preferences.XSD | |
Controlling agent permissions
Administrators can set attributes to control agent permissions. Most UI settings have a Read-only attribute. If Read-only is set to true, agents cannot change the settings for the corresponding field on the UI. ReadOnly attribute works hierarchically, which means the attribute value set for parent applies to all its children elements. This provides granularity to control agent permissions.
For example, as an administrator, if you want to protect individual applications from Launch Application, you can set ReadOnly attribute as true. This allows agents to add a new launch applications. On the contrary, to prevent agents from adding any applications, set the ReadOnly attribute to true for parent of all Launch Applications. This prevents agents from adding Launch Application configuration.
Publishing the configuration to agent's computer
Administrator can modify the package to include the configuration files after creating the default XML files. The administrator must add the files to the application folder. The application folder resides into the Installation folder when Avaya one-X Agent is installed (for example, C:\Program Files\Avaya\OneXAgent). At this stage, the folder contains the default Settings.XML.
When an agent logs into a profile and if any configuration file is missing in that profile, the system copies the required file from the Install directory to the profile. If the required file is not found in the Install directory, the system creates a default empty configuration file.
Important Avaya does recommend the full-function of the Central Management application for managing user configurations consistently and continually.