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Configuring Workflows for Avaya Experience Platform Public Cloud
Orchestration tasks and properties
You can use different combinations of tasks in the workflow to customize the routing experience in the contact center.
Role-based access
Access to Orchestration tasks or sections in some tasks depends on your user role. Analysts cannot add or edit Administrators tasks or sections. For Analysts, Administrator tasks or sections in the existing workflow are greyed out and marked with a lock sign. However, Analysts can view the settings of these tasks or sections.
In the following table, the tasks are divided into two groups depending on their availability to different user roles:
|
Analyst and Administrator
|
Administrator only
|
|---|---|
|
Start Task
|
Assignment
|
|
Business Hours
|
Azure Functions
|
|
Start Automation
|
Conditions
|
|
Add Virtual Agent
|
Journey Retrieve
|
|
Connect Agent
|
Journey Store
|
|
Give Treatment
|
REST API
|
|
Business Strategy
|
—
|
|
Agent Connected
|
—
|
|
Consult
|
—
|
|
Redirect To External
|
—
|
|
Disconnect
|
—
|
|
Error Handler
|
—
|
|
End
|
—
|
Task version indicators
Avaya provides a visual indication in Designer for the task versions in the workflow. The following table describes the visual version indicators supported in Orchestration workflows:
|
Visual indicator
|
Task type
|
Description
|
|---|---|---|
 |
Out-of-date task
|
One or two versions older than the latest released version. Orchestration supports out-of-date tasks. You can deploy a workflow with an out-of-date task.
|
 |
Obsolete task
|
Three or more versions older than the latest released version. Orchestration does not support obsolete tasks. You cannot deploy a workflow with an obsolete task.
|
If a deployed workflow has out-of-date or obsolete tasks, it continues to work as designed. Obsolete and out-of-date tasks do not have the latest improvements and additional features available in the latest task versions. When you update a workflow, replace obsolete tasks with the tasks from the palette to deploy the workflow. The palette in Designer contains the latest versions of tasks.
Orchestration shows the version of the task in the workflow in the Properties pane.
Workflow status
In Orchestration Manager, you can check the status of your workflows. The workflow status can be the following:
-
Latest: All the tasks in the workflow are of the latest version.
-
Out-of-Date: At least one of the tasks in the workflow is out-of-date.
-
Obsolete: At least one of the tasks in the workflow is obsolete.
-
Read-Only: A default workflow. Default workflows contain the latest versions of the tasks.