Deploying the sample Chat workflow

Last Updated : Sep 14, 2020 |

About this task

Avaya provides a sample workflow for the Chat channel. With this procedure, you can deploy the sample Chat workflow and configure the workflow attributes.

Before you begin

  • Download the latest version of the sample workflow from PLDS.

  • 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 Designer Console of Engagement Designer:

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

  2. Click Import.
  3. In the Import Workflow dialog box, click Choose File.
  4. Browse to the folder containing the sample workflow, select the workflow, and click Import.
  5. Click Save Workflow.
  6. In the Save Workflow dialog box, do the following:
    1. In the Workflow field, type OceanaChatAssistedService.

      You can provide any name for the workflow.

    2. Select the folder where you want to save the workflow.
    3. Click Save.
  7. Click Deploy Workflow.
  8. In the Deployment Details dialog box, click OK.
  9. In your web browser, enter the following URL to open the Admin Console of Engagement Designer:

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

  10. On the Workflows tab, verify that the OceanaChatAssistedService workflow is available in the list of deployed workflows.

    The OceanaChatAssistedService workflow includes the Bot support.

  11. On the Workflows tab, select the check box for the OceanaChatAssistedService workflow and click Attributes.
  12. In the Workflow Attributes dialog box, do the following:
    1. In the BotEnabled field, keep the default value True.

      The True value specifies that the workflow always attempts to get the Bot. If your solution does not have a BotConnector or you want to skip the Bot, you must manually set this value to False.

    2. In the LastAgentEnabled field, enter the value True to enable the last agent routing for the Chat channel.

      By default, the last agent routing is disabled.

    3. In the MaintenanceMode, keep the default value False.

      If the site is down for maintenance, you must set this attribute to True.

    4. In the PoolExpansionTime field, set the amount of time in seconds the caller receives wait treatment before the workflow sends a MatchUpdate to Work Assignment.
    5. Click Close.