Deploying the sample Messaging workflow

Last Updated : Sep 28, 2020 |

About this task

Avaya provides a sample workflow for the Messaging channel. With this procedure, you can deploy the sample Messaging workflow and configure the workflow attributes. This workflow is also applicable for WhatsApp messaging.

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 OceanaMessagingAssistedService.

      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 OceanaMessagingAssistedService workflow is available in the list of deployed workflows.

    If the workflow is not available in the list, you must redeploy the workflow.

  11. On the Workflows tab, select the check box for the OceanaMessagingAssistedService 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 Messaging channel.

      By default, the last agent routing is disabled.

    3. In the OngoingThreadTime field, set the time in seconds.

      For the Messaging High Availability (HA) in Avaya Oceana®, you must enable this attribute with a reasonable value, such as several minutes, hours, or a day. You must also ensure that you enter the value only after converting it to seconds. This attribute is used in the Omnichannel Provider logic to identify whether a saved contact enters an interaction with Auto Bot, when contact is restored after cluster reboot. The default value of this attribute is 86400 secs.

    4. Click Close.