Choosing User Type

Avaya one-X Agent allows different types of users, namely, agents, non-agents, and supervisors to access the Communication Manager features. Based on the user type, the system grants a user access to a particular User Type, then that user will have access to all the features associated with that user type, unless they are further restricted through Communication Manager.

For example, a user authenticated as an Agent user type is provided access to all Avaya one-X Agent features, other than the Supervisor feature set (for example, Service Observing, Remote Agent Logout), unless they are further restricted through Communication Manager.

Each user type has a role-based access to the following features:

Feature	Agent	Non-Agent	Supervisor
ACD	Yes	No	Yes
Telephony	Yes	Yes	Yes
IM/Presence	Yes	Yes	Yes
TTY (works only in My Computer mode)	Yes	Yes	Yes
Desktop Sharing	Yes	Yes	Yes
Supervisor (Avaya one-X Agent integrated features)	No	No	Yes

Important

Avaya one-X Agent has removed the explicit reference to the Communication Manager license type from its configuration parameters. In this release, Avaya one-X Agent selects User type and the proper license when registering with Communication Manager. In addition Basic user type, if used in the Desk Phone mode, will select an AGENT_SC (the Elite entitlement) license, and allow IM and Presence.

Use the following steps to choose the user type from the Telephony tab. The application uses the local profile with Agent with Desk Phone mode, as default user type.

On the top bar, click System Options > System Settings.
In the Login Settings dialog box, click the Telephony tab.
In the Telephony tab, choose appropriate user type from the Use Type drop-down list.
If Avaya one-X Agent is configured with Communication Manager, you may not be able modify the User Type field, as the option may be disabled by administrator. In this case, the relevant controls will be grayed out.