Common issues with Engagement Designer

Last Updated : Apr 03, 2021 |

This section describes common problems which can occur with Engagement Designer, and how to troubleshoot these issues.

Verifying the Engagement Designer Workflow Engine installation

To verify the ED Workflow Engine installation, perform the following steps:

  1. Open Engagement Designer Designer console by entering the following URL in your web browser:

    https:/<Cluster FQDN>/services/EngagementDesigner/index.html

  2. View the palette on the left to verify that the Engagement Designer snap-in is deployed properly along with the corresponding tasks. Ensure that the palette shows core ED task drawers such as Events and Gateways, and also shows Oceana task drawers such as Oceana and WorkAssignment.

  3. Open the Engagement Designer Admin console by entering the following URL in your web browser:

    https:/<Cluster FQDN>/services/EngagementDesigner/admin.html

  4. Navigate to the Instances tab to check if the flows are kicked off.

    Note:

    Each time a Contact is created, a new flow is kicked off.

Other common issue related to Engagement Designer

The following table lists common problems that can occur with the Engagement Designer snap-in, and how to troubleshoot these issues:

Issue Description

Solution

Engagement Designer console cannot be accessed.

  1. Check the DNS settings.

  2. Check if the cluster is in Accepting state.

  3. SSH to the node where Engagement Designer is deployed.

  4. Run the following command:

    deploy_service -lv

  5. Check the log files to identify exceptions.

Instances on Engagement Designer Admin console are not displayed.

  1. On the System Manager web console, click Elements > Avaya Breeze® > Configuration > Attributes.

  2. On the Service Clusters tab, select Avaya Oceana® Cluster 1 and the EngagementDesigner service.

  3. Check if the Completed instances to be deleted or not attribute has a value of true.

  4. Check if ContactCenterService PU logs are available in the /var/log/Avaya/dcm/pu/ContactCenterService/ucm-affadapter-pu* folder on Avaya Oceana® Cluster 1, and if they include correct events.

  5. Ensure that the event ROUTE_CONTACT_<Channel> is triggered to the correct Engagement Designer URL. To verify, in the /var/log/Avaya/dcm/pu/ContactCenterService/ucm-affadapter-pu* log, ensure that logging similar to the following appears:

    ROUTE_CONTACT_Channel
...
Sent request to [http://<ED Cluster IP>:<Port>/services/EventingConnector/events?affinity=<IP>]

Properties do not open when Tasks are double-clicked in the Workflows.

Ensure that you are using the latest version of Chrome. Use Chrome 56 or later.

Engagement Designer workflow fails.

  1. Open the Engagement Designer Admin console.

  2. Click the Instances tab and open the failed instance.

  3. Double-click the failed task to check the Input and Output.

Note:

The workflow can fail but on the Instances tab of the ED Admin console, the flow shows as COMPLETED. If the flow failed, "Error Handled" is set to true. You can filter failed workflows using the ED Admin console by searching for "true" in the Advanced search box.