Setting Your Channel Loads - Avaya Interaction Center User Manual

Setting Your Channel Loads

For each type of contact that you handle, you have a channel load, which is the number of contacts
in that media channel that you are enabled to handle at one time. You may be able to adjust your
channel loads, but they can never be higher than channel ceilings that your administrator set for
you. (The channel ceiling is the absolute maximum number that you can ever handle at one time.)
For example, if your administrator has set up your account so that the channel ceiling for chat
contacts is three, you may be able to set your chat channel load to three, two, one, or even zero.
But with a ceiling of three, you can never handle four chat contacts.
To be able to adjust your channel loads, your user account must be set up for permission to work in
manual mode. If you can select the Manual Mode check box in the Channel Load dialog box, that
means that you have permission to adjust your channel load.
To set your channel loads:
1 Right-click a media channel button in the Avaya Agent Status Control bar.
2 Click Options from the pop-up menu.
The Channel load dialog box is displayed.
3 Select the Manual Mode check box if it is not already selected.
Note: If you cannot select the Manual Mode check box, you cannot adjust your
channel load. Contact your administrator for further assistance.
Setting Your Availability
Issue 1.0 June 2002 49