Deploying the sample Transfer to Service workflow for Voice

Last Updated : May 11, 2020 |

About this task

Avaya provides a sample Transfer to Service workflow for the Voice channel. With this procedure, you can deploy the sample Transfer to Service workflow and configure the workflow attributes.

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.

  • 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 OceanaVoiceTransfer.

      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 OceanaVoiceTransfer workflow is available in the list of deployed workflows.
  11. On the Workflows tab, select the Transfer workflow and click Attributes.
  12. On the Workflow Attributes tab, do the following:
    1. In the TreatmentDestination field, enter a value in the following format:

      <Number>@<Domain.com>

      The <Number> is the Treatment VDN that you created previously. For example, 8284104@domain.com.

    2. Click Close.
  13. Click the Routing tab.
  14. Click Create.
  15. In the Select event field, click ROUTE_CONTACT_TRANSFER.
  16. In the Select workflows field, select the OceanaVoiceTransfer workflow.
    Note:

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

  17. In the Enter rule name field, type VoiceTransfer.
  18. Click Add Rule.
  19. In the Select schema attribute field, click RouteContactTransfer.ChannelType:string.
  20. In the Select function field, click is equal to.
  21. In the Enter value field, type Voice.
  22. Click Save.

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