1

Configure your Digital Connection account and note the application ID, provider key, and security key.

See Administering Avaya OneCloud™ CCaaS.

2

Deploy Avaya Oceana® and note the FQDN of the Avaya Oceana® Omnichannel Provider (OCP) cluster.

See Configuring the Avaya Analytics™ deployment spreadsheet for Messaging in Deploying Avaya Analytics for Avaya Oceana.

3

Create a new Avaya Oceana® user, required for securing file transfers.

See Deploying Avaya Oceana®.

4 a

Deploy Avaya Analytics™ and Asynchronous Connector using the application ID, provider key, and security key provided from the Digital Connection account and the Avaya Oceana® OCP cluster FQDN.

Specify the Avaya Oceana® user created for the file transfers.

See Post-installation configuration for Messaging in Deploying Avaya Analytics for Avaya Oceana.

4 b

Ensure the post-installation steps are performed. Install Avaya Aura® System Manager CA certificate CSP. You may also require to install your corporate proxy certificate if one exists in your organization, for example, Zscaler.

You may also require to install the Amazon Root CA; that is, the Digital Connection cloud service deployed in AWS. Usually, servers have trusted Amazon CA. In the unlikely event that it is not already trusted, deploy and install this certificate.

5

After the deployment completes successfully, you must ensure the Digital Connection Cloud provider can access the Digital Connection component and Asynchronous Messaging Connector on CSP. Ensure your external load balancer is publicly accessible and is configured to point to the FQDN of the newly installed Asynchronous product. The mapping setup depends on your hardware infrastructure.

For example:

If you are using a reverse proxy, you may have to specify a port depending on the setup.

https://your.external.loadbalancer.fqdn/async/messaging/v1/health-check HTTP GET
https://csp.cluster.fqdn/async/messaging/v1/health-check HTTP GET

{alive:true}

6

Register the webhook created by the Asynchronous Connector deployment in your Digital Connection account. Provide the FQDN for inbound traffic into the CSP cluster to your Digital Connection account administrator. You must complete this step before messages are routed.

7

Optional: After your Digital Connection account administrator successfully registers webhook, you are provided with a secret for your webhook. This is an API Key sent with each REST request from the Digital Connection provider.

If your organization uses a network edge security device, you can configure validation of the secret by checking the following value from the REST header:

X-API-Key: secret

8

Identify the integrations you must support in your environment, such as iOS, Android, or Web SDKs for custom messaging-enabled applications, WhatsApp, Facebook Messenger, and Twitter DM Social Messaging applications.

Your Digital Connection account administration must configure this after providing them with the account details for each channel and any security credentials for the chosen channels.

9

Ensure the Engagement Designer Messaging workflow in Avaya Oceana® is deployed, target agents are assigned the Messaging channel, and the assigned attributes match the attributes specified in the Excel workbook.

See Deploying Avaya Oceana®.

10

If you are using Android, iOS or Web SDK integrations, download the latest sample clients and SDK from DevConnect Avaya_In-app-Messaging_SDKs_Oceana_R.zip. Follow the Readme guide to setup the sample clients, ensuring they are configured correctly for your Digital Connection account.

11

If you are using WhatsApp, Facebook Messenger, or Twitter DM, you can send messages directly to the business number or profile if these are configured integrations in your Digital Connection account (Step 8).

12

Route the inbound messaging interactions to your logged-in agents.