Avaya Experience Platform™ Public Cloud can work with on-premise applications or an external Interactive Voice Response (IVR). For example, interoperation with an on-premise application is possible in the following cases:

You can use P-intrinsics SIP headers to exchange context information with the external components.

A SIP message contains multiple message headers. These headers contain information that helps the receiver process the message properly. In Avaya Experience Platform™ Public Cloud, you can use P-intrinsics SIP headers to send small amounts of interaction‐related information between the on-premise and cloud components. A P-intrinsics SIP header is a set of up to 10 key-value pairs with the maximum payload size of 1 kilobyte. A P-intrinsics SIP header can provide additional data about an interaction that other components can use to process the interaction. For example, P-intrinsics SIP headers can contain customer-specific information or other information retrieved by self‐service or third-party applications.

When Avaya Experience Platform™ Public Cloud receives an interaction from an on-premise application, the contact center transforms a P-intrinsics header into custom key-value pairs and adds them to a Start event as engagement parameters.

An Expert user can customize the engagement parameters in the Start Task. The customized engagement parameters are available in the workflow as cache variables. For example, with a REST API, you can send the customized engagement parameters to an external endpoint for further processing.