Customizing Engagement Designer attributes for Elite IVR Self Service

Last Updated : Oct 13, 2020 |

About this task

This procedure describes how to customize the sample Elite IVR workflow and vectors to meet the requirements of your solution. This example describes how to collect 4 digits from the caller during front-end IVR, instead of the default value of 6 digits, using a second Self Service menu.

Elite IVR supports multiple Self Service menus. You must define these menus in the Extract Attributes task of the Engagement Designer Elite IVR workflow. For example in the US, you want your prompt to say “Press 1 for English, 2 for Spanish”, whereas in Brazil you want your prompt to say “Press 1 for Portuguese, 2 for Spanish, 3 for English”. Your schema name defines which menu structure within the XML to use. You must also define the schema names for each menu in the Work Assignment Attributes property of Engagement Designer. In this example procedure the ‘SelfService2’ menu collects 4 digits.

For more information about configuring Avaya Oceana® tasks in Engagement Designer, see Avaya Engagement Designer Developer’s Guide, available from the Avaya Support website at http://support.avaya.com.

Procedure

  1. Log on to the System Manager web console.
  2. Click Elements > Avaya Breeze® > Configuration > Attributes.
  3. On the Service Clusters tab, from the Cluster list select Avaya Oceana® Cluster 1.
  4. From the Service list, select EngagementDesigner.
  5. From the list of DEFAULT_GROUP attributes, navigate to Work Assignment Attributes.
  6. Edit the Work Assignment Attributes property as required for your solution. For example, define a second menu to collect 4 digits. You can then configure the workflow to use this menu. 
    <?xml version="1.0" encoding="UTF-8"?>
<recipe>
	<schema name="SelfService1" startposition="1">
		<segment type="customerid" digits="6"/>
		<segment type="category" digits="1">
Service
</segment>
		<segment type="category" digits="1">
Language
</segment>
		<category name="Service">
			<value name="SalesSupport" value="1"/>
			<value name="CorporateAccounts" value="2"/>
			<value name="TechnicalSupport" value="3"/>
		</category>
		<category name="Language">
			<value name="English" value="1"/>
			<value name="Spanish" value="2"/>
			<value name="French" value="3"/>
			<value name="Italian" value="4"/>
			<value name="German" value="5"/>
			<value name="Gaeilge" value="6"/>
			<value name="Irish" value="7"/>
		</category>
	</schema>
	<schema name="SelfService2" startposition="1">
		<segment type="customerid" digits="4"/>
		<segment type="category" digits="1">
Department
</segment>
		<segment type="category" digits="1">
Location
</segment>
		<category name="Department">
			<value name="Sales" value="1"/>
			<value name="Finance" value="2"/>
			<value name="Design" value="3"/>
		</category>
		<category name="Location">
			<value name="Inhouse" value="1"/>
			<value name="South" value="2"/>
			<value name="East" value="3"/>
			<value name="West" value="4"/>
		</category>
	</schema>
</recipe>
  7. Click Commit.

Next Steps

To support using a second menu for 4 digit collection, you must add a second Self Service VDN, vector, and then add the new VDN to Avaya Control Manager. Ensure that the second vector collects 4 digits in the “Interview” section. You must also add another set of corresponding variables to collect digits for the second menu, and ensure that these variables hold the correct number of digits. To create these configuration items, repeat the following procedures and edit the values as required to collect 4 digits: