Deploying the sample Elite IVR SelfService workflow

Last Updated : May 11, 2020 |

About this task

This procedure describes how to deploy the sample workflow that provides callers with front-end IVR using Call Center Elite. The sample Elite IVR Self Service workflow uses the data Call Center Elite and the SelfService vector collects from the caller, before using this data to route the call. The sample workflow uses the sample media files previously uploaded to Avaya Aura® Media Server.

If call routing fails, the sample configuration ensures that the call defaults to the Fallback VDN.

Before you begin

  • Download the latest version of the sample workflow from the Avaya DevConnect portal at http://www.avaya.com/devconnect. For information about downloading Avaya Oceana® resources from Avaya DevConnect, refer to the Avaya Oceana® Release Notes.

  • Deploy and configure the OceanaVoiceAssistedService workflow.

  • 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 OceanaVoiceSelfService.

      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 OceanaVoiceSelfService and OceanaVoiceAssistedService workflows are available in the list of deployed workflows.
  11. On the Workflows tab, select the SelfService workflow and click Attributes.
  12. In the Workflow Attributes dialog box, in the AssistedServiceDestination field, enter the value in the following format:

    <Number>@<Domain.com>

    The <Number> is the Ingress VDN that you created previously. For example, 8284100@domain.com.

  13. In the Locale field, replace the default value en_us with the required value.
  14. In the DataCenter field, replace the default value DataCenter1 with the value that is applicable for your data center.
  15. In the MenuSchema field, replace the default value SelfService1 with the required value. This name must match the name of the Menu Schema defined in Engagement Designer.
  16. In the Priority field, replace the default value 5 with the required value.
  17. In the PriorityCustomer field, replace the default value 456789 with the required value. The sample application uses this number to allow callers to generate a priority 1 contact.

    You can use a comma-separated list of values to add multiple priority customers.

  18. In the Strategy field, replace the default value Most Idle with the required value.
  19. In the UseCustomerManagement field, do the following:

    • For a Voice and Multimedia deployment of Avaya Oceana®, keep the default value True.

    • For a Voice-only deployment of Avaya Oceana®, replace the default value True with the value False.

      When you set the value to False, Customer Journey only displays the current interaction and does not display previous interactions.

  20. To create a routing rule for the OceanaVoiceSelfService workflow, click the Routing tab.
  21. Click Create.
  22. In the Select event field, select ROUTE_CONTACT_VOICE.
  23. In the Select workflows field, select the OceanaVoiceSelfService workflow.
    Note:

    Ensure that you click the workflow ending with the term Latest. For example, OceanaVoiceSelfService:Latest.

  24. In the Enter Rule Name field, type a name for the rule.

    For example, type Elite SelfService.

  25. Click Add Rule.
  26. In the Select schema attribute field, select RouteContact.WorkflowType:string.
  27. In the Select function field, click is equal to.
  28. In the Enter value field, type SelfService.
  29. Click Save.

    Engagement Designer displays the newly created rule in the list of rules.

    When you create a routing rule for the OceanaVoiceSelfService workflow, Engagement Designer automatically creates the default rule to ensure that the new OceanaVoiceSelfService workflow does not affect the normal OceanaVoiceAssistedService workflow. Avaya recommends that you rename the default rule as AssistedService.

    Note:

    Engagement Designer creates the default rule only at the first instance of adding a rule for an event. Ensure that you set the default rule to not equal to.