Modifying the sample Voice workflow

Last Updated : May 11, 2020 |

About this task

Engagement Designer provides the IF This Then That (IFTTT) task in a workflow to modify the behavior of the workflow based on the variables defined in rule sets.

When you deploy the OceanaVoiceAssistedService workflow, Engagement Designer creates the empty Oceana Treatment rule set. This rule set is available on the Rules tab in the Admin Console of Engagement Designer.

If you have a single Treatment VDN, you set the TreatmentDestination field on the Workflow Attributes tab to the Treatment VDN, and the workflow routes the call to the Treatment VDN.

If you have multiple Treatment VDNs, you must add rules to administer which Treatment is applied for a caller, without having to redeploy the workflow. You can route calls to specific Treatment VDN’s based on call attributes.

Use this example procedure to modify the OceanaVoiceAssistedService workflow, and add a rule that routes customer calls based on attributes.

Before you begin

Deploy the sample Voice workflow.

Procedure

  1. In your web browser, enter the following URL to open the Admin Console of Engagement Designer:

    https://<AvayaOceanaCluster1_FQDN>/services/EngagementDesigner/admin.html

  2. Select the Rules tab.
  3. On the Rules tab, select the check box for the Oceana Treatment rule set and click Edit.

    Engagement Designer displays the Edit Rules Editor dialog box.

  4. Click Add Rule.
  5. In the Set Rule Name field, type a name for the rule and click the save icon.
  6. Click the Advance check box.
  7. Click Condition.
  8. In the Expression field, type the attribute based condition for this rule and click Save. You can also use the Expression builder to configure your condition.

    For example, type WAInput["ServiceMap"].jsonPath("$.1.attributes.Language[0]") == "English". This rule routes calls to a specific VDN based on the language attribute.

  9. Under Then, click Add More.
  10. In the Select Variable field, select the variable for the Treatment VDN. For example, the Treatment variable in the sample Voice workflow is FlowData.TreatmentDestination.
  11. In the Enter value field, enter the Treatment VDN number in the format <number>@<domain.com>. The <number> is the Treatment VDN that you created previously. For example, type 8284104@domain.com.
  12. Click Save.
  13. Repeat Step 4 to Step 12 to add further rules for all of your Treatment VDNs. You can add multiple rules for each VDN.
  14. Click Done.