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Deploying Avaya Oceana®
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Support for CustomerJourneyService attributes
Last Updated : Oct 31, 2022 |
Prolog information
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Keywords:
When an agent accepts an interaction within in Avaya Workspaces, the Customer Journey widget is populated using the Customer Journey Service APIs. You must configure CustomerJourneyService attribute to connect to the External Data Mart for the optimized database schema provided for customer journey data with Avaya Oceana® Release 3.8.
License Features
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Name
|
Description
|
|---|---|
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FEAT_CS_EXPIRATION
|
Context Store expiration feature.
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VALUE_CS_AEP_CONNECTOR
|
Context Store AEP connector.
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VALUE_CS_API
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Context Store API.
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VALUE_CS_GEO_REDUNDANT_1
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Context Store Geo Redundancy.
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VALUE_CS_SERVER
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Context Store server.
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VALUE_CS_USERS
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Context Store users.
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Startup Configuration
|
Name
|
Description
|
|---|---|
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Context Store Cluster Address
|
The cluster that hosts Context Store services.
To set this attribute, select Avaya Oceana® Cluster 1.
|
|
OmniChannelProvider Cluster Address
|
The name of the Omnichannel Provider Breeze cluster. IP address or a Fully Qualified Domain Name is retrieved using this name.
|
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Omnichannel Provider Data Services Cluster
|
The cluster containing the Omnichannel Provider Data Services service.
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Supplier
|
Name
|
Description
|
|---|---|
|
Supplier Id
|
The supplier Id that Avaya provides.
The default value is 10000000.
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Run-time Service Configuration
|
Name
|
Description
|
|---|---|
|
Enable Secure Communications
|
The attribute that enables or disables the secure communications with the other services or snap-ins.
To make all inter-component calls over HTTPS, select true.
Salesforce.com accepts and authorizes application connections through HTTPS. Therefore, you must configure Avaya Oceana® for HTTPS and start Avaya Workspaces through HTTPS. If you do not use HTTPS, agents cannot log in to Salesforce.com.Avaya Workspaces to automatically retrieves and view Customer details from Salesforce.com on Voice interactions.
Important:
Ensure that you configure the certificates correctly.
|
|
Authorization Required to contact the Customer Journey Service
|
The attribute that enables or disables user authentication for contacting CustomerJourneyService.
|
|
Oceana Authorization cluster IP
|
The FQDN or IP address of the cluster that hosts AuthorizationService.
|
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OmniChannelProvider services public address
|
Externally available address of the OCP cluster. Must be an IP address or an FQDN.
|
|
Context Store services public address
|
Externally available address of the Context Store cluster. Must be an IP address or an FQDN.
|
External Data Mart Configuration
|
Name
|
Description
|
|---|---|
|
Secure Connections to EDM
|
Specifies if communications between the Context Store and the EDM must use a secure connection.
The default value is true.
Note:
For unsecured connections from Avaya Oceana® to EDM, you must set the value to false. Unsecured EDM connections are for laboratory use only. They are not intended for Avaya Oceana® instances that confirm to security policies.
|
|
EDM: Database type
|
The type of the EDM database.
For Avaya Oceana®, select Microsoft SQL Server.
|
|
EDM: TLS version
|
The TLS version for the connection to the EDM database.
|
|
EDM: Database host
|
The host name of the EDM database.
|
|
EDM: Database port
|
The port number of the EDM database.
|
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EDM: Database name
|
The name of the EDM database.
|
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EDM: Database username
|
The user name of the EDM database.
|
|
EDM: Database password
|
The password of the EDM database.
|
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EDM: Maximum Database Query Results
|
The maximum number of results that ContextStoreQuery REST APIs. The valid range is 50-5000.
|
Customer Journey Admin Configuration
|
Name
|
Description
|
|---|---|
|
AutoFilter Customer Journey By:
|
The attribute that enables auto filter by current Account ID in the Customer Journey Widget.
To set this attribute, select Account Id.
|
|
Agent Note Enabled:
|
The attribute that enables updating Agent Note in the Customer Journey Widget.
To set this attribute, select true.
|
|
Hide Transcripts Button:
|
The attribute enables to Customer Journey transcripts. It affects all agents.
To set this attribute, select true.
|
|
Manual assignment of Account ID for work requests
|
The attribute that allows the agent to assign Account Id for the current interaction in the CustomerJourney widget.
|
|
Display button more data
|
The More data button is not displayed by default from the 3.8.0.0 release. This attribute allows to show the More data button in the CustomerJourney widget.
To set this attribute, select true.
|
|
Hide transcripts button
|
The attribute that allows to restrict access to Customer Journey transcripts. It affects all agents.
To set this attribute, select true.
|