Deploying the sample Voice workflow

Last Updated : May 11, 2020 |

About this task

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

You can use the same procedure to deploy the other sample workflows of Avaya Oceana®.

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, see Avaya Oceana® Release Notes.

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 Name field, type OceanaVoiceAssistedService.

      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.
  8. In the Deployment Details dialog box, click Deploy.
  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 OceanaVoiceAssistedService workflow is available in the list of deployed workflows.
  11. On the Workflows tab, select the Voice workflow and click Attributes.
  12. On the Workflow Attributes tab, do the following:
    1. In the CoverageDestination field, enter a value in the following format:

      <Number>@<Domain.com>

      The <Number> is the Coverage VDN that you created previously. For example, 8284105@domain.com.

      Enter a value in this field only if you use Coverage.

    2. In the ExpectedWaitTime field, set the time in seconds that EWT must exceed before the workflow sends a request to expand the agent pool to reduce the caller wait time.
    3. If you want to enable last agent routing for the voice channel, in the LastAgentEnabled field, enter the value True. Last agent routing is disabled by default.
    4. In the PoolExpansionWaitTime field, set the amount of time in seconds the caller hears wait treatment before the workflow sends a MatchUpdate to Work Assignment.
    5. In the PriorityExpansionWaitTime field, set the amount of time in seconds a priority caller hears wait treatment for before the workflow sends a MatchUpdate to Work Assignment to immediately connect the caller to an agent.
    6. 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.

    7. In the UseCoverage field, enter one of the following values:

      • If you do not use Coverage, enter the value False.

      • If you use Coverage, enter the value True.

    8. Click Close.