Configure Avaya Experience Portal

Last Updated : Oct 10, 2017 |

Avaya Experience Portal provides an Interactive Voice Response (IVR) front-end for voice calls in Avaya Oceana®.

To install and commission Experience Portal, see:

  • Implementing Avaya Experience Portal on a single server

  • Implementing Avaya Experience Portal on multiple servers

  • Deploying Avaya Experience Portal in an Avaya Customer Experience Virtualized Environment

  • Administering Avaya Experience Portal

Sample Self-Service Application (SSA)

Avaya provides a sample Voice Self-Service Application (SSA) as part of Avaya Oceana®. The sample SSA collects customer requirements before transferring the call to an Avaya Engagement Designer workflow to match the customer to a suitable agent. After you deploy this application, this application provides a basic IVR front-end to Avaya Oceana®.

You can also create custom voice applications in Orchestration Designer by importing the sample application source code and using it as a starting point. Orchestration Designer is an Eclipse plug-in used to create applications for Experience Portal. The sample application and source code are available on the Avaya DevConnect portal at http://www.avaya.com/devconnect. For information about Avaya DevConnect, see Avaya DevConnect Program Guide available on https://support.avaya.com.

SSA requires a Nuance Text-to-Speech server to play English language voice prompts to the calling customer. To match the customer to a suitably-skilled agent, SSA prompts the customer to specify the Service Type and Language. SSA interacts with Context Store to keep vital call-related data for the lifetime of the call.

Avaya Engagement Designer also uses this data to make the request to Work Assignment Snap-in for a suitable agent. You must deploy SSA on an Application Server, which can be installed on Experience Portal, or on a stand-alone server running the Linux operating system.