Configure Voice Self Service for Avaya Oceana overview

Last Updated : Aug 25, 2022 |

In Avaya Oceana®, you can use any of the following options for Voice Self Service:

  • Avaya Experience Portal

  • Avaya Aura® Call Center Elite

Important:

You must configure certain attributes in Avaya Control Manager before using the sample self-service applications and workflows. Ensure that you create the Language, Service and Location categories and associated attributes to validate the sample Self-Service Application or sample workflows. For more information about adding categories and attributes, see Adding Attribute Categories to Avaya Control Manager and Adding Attributes to Avaya Control Manager.

Capturing custom data from Avaya Oceana® voice calls

Avaya Context Store Snap-in provides a centralized solution to store contextual information about PSTN voice callers and their contacts. Avaya Context Store Snap-in can store context entries which consist of several data elements. The following are the key data elements:

  • ContextID: A text field that contains a unique identification for the context. You can specify the contextID while adding the context entry in Context Store. If you do not specify a contextID while creating a context, Context Store generates a unique id.

  • Data: The data field in a context entry is an abstract map with multiple key-value pairs. Keys in the data field must be unique. Multiple identical keys in the same request results in the values being overwritten with the last key.

For more information about other Avaya Context Store Snap-in data elements, see Avaya Context Store Snap-in Reference

Avaya Context Store Snap-in maps the front-end customer’s data model into the Context Store data model. You must consider the type of data and the size of data that you want to store in Context Store. There are several methods to add or update data in Context Store.

If your solution includes Avaya Experience Portal (AAEP), Avaya Oceana® provides a Pluggable Data Connector (PDC) to integrate with AAEP. AAEP uses call flows created in Orchestration Designer (OD) to handle incoming PSTN calls and capture customer data. When you install the Avaya Oceana® PDC in OD, a Context Store Connector node is available in OD. You can use the Context Store Connector node to integrate Avaya Context Store Snap-in into your call flows. You can also configure the Context Store Connector node to perform actions such as creating, getting, updating, or deleting context information using the contextID.

Context Store data expires after the predefined Lease Time parameter expires. The Lease Time parameter is configurable, and Context Store preserves a context entry until the lease time expires. Any Avaya Context Store Snap-in client can renew this lease time, or time-to-live at any time. The default value for lease time is 7200 seconds, you can configure the lease time to be any value between 1 second and 86400 seconds. Clients can also define the lease time while creating a context and specify different lease time values for different scenarios.

Context entries are also persisted to the External Data Mart. After a context has expired from Context Store, it can still be retrieved from the EDM. This is an automatic process. If you attempt to get a context which has expired in the Context Store space, it gets retrieved from the EDM.

The following rules apply to adding, updating, and deleting Avaya Context Store Snap-in data in an Avaya Oceana® deployment:

  • Context Store stores the default standard schema detail (caller attributes and Work Assignment related data) against a unique contextID.

  • You can pass custom data into Context Store using the Data element. For example, a customer’s ticket number, location, or interest. Using a customized version of the default Avaya Oceana® AAEP application, you can capture callers custom data and insert it to an existing Work Request ID (in Avaya Oceana®, the Context ID and the Work Request ID are set to the same value) using the Data field of that existing Work Request. This is on the assumption that there is an existing Work Request ID and it is available to the AAEP application if deployed. The Work Request ID can be generated by Context Store in an Avaya Oceana® and AAEP deployment. If you use Elite IVR, the UCID value is used. AAEP is not required if you use Elite IVR.

  • Avaya Oceana® supports data privacy. To adhere to data privacy laws, custom data is not stored in the EDM database by default. If there is a requirement to store custom data, an administrator can change the default setting.

  • Avaya recommends a maximum value of 600 Bytes for the custom data field size. If you want to use a larger data field size, please contact Avaya Support.

For other Avaya Context Store Snap-in deployments where there is a requirement to add custom data, see Avaya Context Store Snap-in Developer Guide and Avaya Context Store Snap-in Reference, available on the Avaya Support website at https://support.avaya.com.