Avaya Interaction Center 6.0, User Manual, Page: 63 / 220

Using the Unified Agent Directory
Issue 1.0 June 2002 63
To look up agent information with the Find option:
1 Click the Directory button on the Avaya Agent to display the Unified Agent Directory (UAD).
2 Click View > Find.
The Specify Search Criteria dialog box is displayed.
Note: If you do not see a Find item in the UAD View menu, or if the Find item is not
enabled, your contact center does not use this feature.
3 From the Site menu, select the location that you want to include in the search.
Tip: You can use any of the three tabs (Agents, Skills, or General) in the Specify
Search Criteria dialog box to select the criteria that will be used to search for the
person you are looking for. The tabs are cumulative, that is, the search will only find
agents that meet the criteria you select in all the tabs when you click the Find Now
button.
Note: Go the appropriate step below about the tabs you want to use. Skip the steps
about tabs you do not want to use.
4
Agents tab – Select all the criteria that you want to include in the Agents tab, as follows:
a In the Media Type section, select the media that agents you are looking for are enabled to
handle.
b In the Agent Type section, select External or Supervisor if you want to find only external
agents or supervisors. Select Device only if you want to find or non-human resource like an
IVR queue.
Search Results
Number will appear
here. Change to a
name for new tab.