Configuring routing to Engagement Designer

Last Updated : Oct 13, 2020 |

About this task

In a typical Avaya Oceana®, Avaya Oceana® Cluster 1 has three Avaya Breeze® platform nodes that host the Engagement Designer SVAR. To ensure Session Manager can route Web Voice contacts to an active Engagement Designer workflow, you first must configure an Engagement Designer load balancer, and then configure a SIP Entity and Entity Link for this load balancer.

Procedure

  1. On the System Manager web console, click Elements > Session Manager > Network Configuration > Local Host Name Resolution.
  2. On the Local Host Name Resolution page, click New.
  3. On the New Local Host Name Entries page, perform the following steps:
    1. In the Host Name (FQDN) field, enter a valid FQDN for the Engagement Designer load balancer.

      The host name can be mapped to more than one IP addresses and each of these mappings is a separate entry.

      Important:

      For all Local Host Name Resolution Entries for Avaya Breeze® platform nodes, the host name must be the same.

    2. In the IP Address field, enter the security IP address of an Avaya Breeze® platform node which is running Engagement Designer.
    3. In the Port field, enter the port number 5090 for TCP or 5091 for TLS.
    4. In the Priority field, enter the priority number for the Avaya Breeze® platform node.

      If there are multiple IP address entries for a host, Session Manager uses the IP addresses in the order of the priority.

    5. In the Weight field, enter the weight number for the Avaya Breeze® platform node.

      If there are multiple IP address entries for a host and some entries have the same priority, Session Manager chooses a host according to the specified weights for each priority level.

    6. In the Transport field, enter the type of transport protocol.
    7. Repeat steps a to f to create Local Host Name Resolution Entries for the remaining Avaya Breeze® platform nodes that host Engagement Designer.
    8. Click Commit.
  4. On the System Manager web console, click Elements > Routing.
  5. In the navigation pane, click SIP Entities.
  6. On the SIP Entities page, click New.
  7. On the SIP Entity Details page, perform the following steps:
    1. In the Name field, enter a name for the Engagement Designer load balancer SIP Entity.
    2. In the FQDN or IP Address field, enter an FQDN.

      This FQDN must be the same as the FQDN that you entered while creating the Local Host Name Resolution entry for Engagement Designer load balancer.

    3. In the Type field, select Other.
    4. In the SIP Timer B/F (in seconds) field, enter the time for which Session Manager waits before receiving a response from SIP Entity.

      The range is 1-32. The default value is 4 seconds.

    5. Click Commit.
  8. In the navigation pane, click Entity Links.
  9. On the Entity Links page, click New.
  10. On the Entity Links page, perform the following steps:
    1. In the Name field, enter an appropriate name.
    2. In the SIP Entity 1 field, select the Session Manager entity.
    3. In the Protocol field, select a communication protocol.

      If you select TCP, the port number changes to 5060. If you select TLS, the port number changes to 5061.

      For SIP Entity 1, set a port number other than 5060 or 5061. The port number selected must be the same port number that was used when configuring the Engagement Designer load balancer FQDN in Session Manager > Network Configuration > Local Host Name Resolution.

    4. In the SIP Entity 2 field, select the load balancer entity.

      For SIP Entity 2, keep the default port number.

    5. Click Commit.
  11. On the SIP Entities page, perform the following steps:
    1. Select the Session Manager SIP entity to which you created a link and click Edit.
    2. In the Listen Port section, click Add.
    3. In the Listen Ports field, enter a new port number such as 5090 or 5091.
    4. In the Protocol field, select the protocol that you used for SIP Entity 1.
    5. In the Default Domain field, select the root domain used for call routing.
    6. Click Commit.
  12. In the navigation pane, click Routing Policies.
  13. On the Routing Policies page, click New.
  14. On the Routing Policy Details page, perform the following steps:
    1. In the Name field, enter a name for Routing Policy.
    2. In the SIP Entity as Destination section, click Select.
    3. Select the Engagement Designer load balancer SIP Entity hosting the Web Voice workflow and click Select.
    4. Click Commit.
  15. In the navigation pane, click Dial Patterns.
  16. On the Dial Patterns page, click New.

    System Manager displays the Dial Pattern Details page.

  17. In the Pattern field, enter a pattern that Web Voice users dial to access Engagement Designer workflows.
    Important:

    At the end of this Avaya WebRTC Connect Routing pattern, you must include a wildcard x to allow multiple numbers to access Engagement Designer. For example, enter 87400x to allow numbers 874000 to 874009 to access Engagement Designer.

  18. In the Min field, enter the minimum number of digits to match in the Dial Pattern.
  19. In the Max field, enter the maximum number of digits to match in the Dial Pattern.
  20. In the Originating Locations and Routing Policies section, click Add.
  21. On the Originating Location page, perform the following steps:
    1. In the Originating Location section, select the appropriate location.
    2. In the Routing Policies section, select the routing policy to route to the Engagement Designer load balancer SIP Entity hosting the Web Voice workflow.
    3. Click Select.
  22. Click Commit.