Configuring the sample Transfer to Service workflow for Chat

Last Updated : May 11, 2020 |

Before you begin

In the Windows hosts file, add an entry containing the cluster IP address and FQDN of Avaya Oceana® Cluster 1. The FQDN in the entry must be different from the FQDNs of Avaya Oceana® Cluster 1 nodes.

Procedure

  1. In your web browser, enter the following URL to open the Admin Console of Engagement Designer:

    https://<AvayaOceanaCluster1_FQDN>/services/EngagementDesigner/admin.html

  2. On the Workflows tab, verify that the OceanaChatTransfer workflow is available in the list of deployed workflows.
  3. Click the Routing tab.
  4. Click Create.
  5. In the Select event field, click ROUTE_CONTACT_TRANSFER.
  6. In the Select workflows field, select the OceanaChatTransfer workflow.
    Note:

    Ensure that you click the workflow ending with the term Latest. For example, OceanaChatTransfer:Latest.

  7. In the Enter rule name field, type ChatTransfer.
  8. Click Add Rule.
  9. In the Select schema attribute field, click RouteContactTransfer.ChannelType:string.
  10. In the Select function field, click is equal to.
  11. In the Enter value field, type Chat.
  12. Click Save.

    The system displays the newly created rule in the list of rules.