You can orchestrate a self-service flow for a call received in Avaya Experience Platform™ Public Cloud using drag and drop visual tools such as Orchestration and Workstream Automation. These tools enable administrators to quickly create new customer experiences that are smooth and coherent.
Avaya Experience Platform™ Public Cloud in Front is an alternative deployment of the standard Avaya Experience Platform™ Public Cloud. Avaya Experience Platform™ Public Cloud in Front within Avaya Experience Platform™ (On-Prem + Connect) provides a cloud-based self-service to complement the cloud-based feature set delivered with agents.
When an agent is required, calls can be transferred back to Avaya Experience Platform™ On-Prem with the data collected during the self-service interaction. This data is used to make routing decisions and screenpops in Avaya Experience Platform™ On-Prem.
The received call is delivered to Avaya Experience Platform™ On-Prem and is transferred through the SIP trunk leveraging the BYOC-H connection to Avaya Experience Platform™ Public Cloud. After the self-service interaction, calls can be ended directly on Avaya Experience Platform™ Public Cloud. If an agent is required after the self-service interaction, the Redirect to External task is leveraged to transfer the call back through the SIP trunk to the Avaya Experience Platform™ On-Prem solution.
To transfer data between Avaya Experience Platform™ Public Cloud and Avaya Experience Platform™ On-Prem, data must be added through the Redirect to External task. You can add data variables through the context data section.
When transferring data to an Avaya Aura® solution, the data must be converted to the User to User Information (UUI) field. When converting the data to UUI, the data is limited in size to 128 bytes. If additional data is required, the customer journey service within Orchestration can be leveraged as a secondary data store.
The engagement ID is the unique identifier generated by Avaya Experience Platform™ Public Cloud to track each engagement. The engagement ID is transferred back to Avaya Experience Platform™ On-Prem by the Redirect to External task. You can add additional data that you want to transfer in the Context Data section.
Note:
As Avaya Experience Platform™ (On-Prem + Connect) is a hybrid cloud offer, you require active Avaya Session Border Controller for Enterprise (Avaya SBCE), Avaya Aura®, and Avaya Experience Platform™ On-Prem maintenance contracts for Avaya to provide effective support. If an active maintenance contract is unavailable, end-to-end day 2 troubleshooting across Avaya Experience Platform™ (On-Prem + Connect), Avaya SBCE, Avaya Aura®, and Avaya Experience Platform™ On-Prem is impossible. Troubleshooting support restricted to Avaya Experience Platform™ (On-Prem + Connect) might not help address your issue. For end-to-end troubleshooting, renew your lapsed Avaya SBCE, Avaya Aura®, and Avaya Experience Platform™ On-Prem maintenance contracts.
