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FAQ: Avaya Aura Orchestration Designer

This document contains Frequently Asked Questions about Avaya Aura Orchestration Designer. Orchestration Designer combines next generation releases of what were previously known as Orchestration Designer and the Service Creation Environment (SCE) for Avaya Aura Contact Center. The page is divided into sections that are grouped by topic. Individual questions are listed within each section. Click on a question to reveal its answer.

Is it recommended to set the Build Automatically option?

Yes. It will ensure that when Orchestration Designer files are edited and saved, the changes will automatically be generated in the Java code and automatically built by Eclipse.

While running an application in simulation mode an Error 404: bad fetch is thrown?

In general, it implies that the application does not contain the document that the browser is trying to fetch (There might be other reasons). In the case of SAGE/Orchestration Designer applications, it usually indicates that the servlet could not be found. A bad fetch error is thrown often because the executable servlet files are not part of the web application (i.e. generated servlets have not been compiled).Ensure that the project is built before attempting to execute the call-flow. It is recommended to set the "Build Automatically" option.

How can Tomcat be used locally as the application server for either Avaya Interactive Response or Avaya Voice Portal?

See the questions above about the settings in the web.xml file for deploying to IR or Voice Portal, however rather than modifying the web.xml file via the export wizard pages, use the project properties to edit the settings.

Select Project/Properties/Avaya Orchestration Designer and select the Web Descriptor tab. Set the runtime-ASR and runtime-Platform correctly (see above). Select the Grammars tab and select the correct ASR value for the target platform.
Check that the license server has been configured as well: Window/Preferences/Orchestration Designer and set the host/IP address and the port of the WebLM server.

Finally on the IR/VP, configure the application URL to be http://< ipaddr>:< port>/< appname>/Start, where "ipaddr" is the IP address of the Orchestration Designer development machine, "port" is the Tomcat port (usually 8080), and "appname" is the name of the application.

NOTE: before you can go back and use the personal voice browser to simulate the application, you must set the grammar compatibility value back to SRGS when running the application in simulation mode.

What does the resource is out of sync error mean? How can I fix it?

Eclipse maintains a snapshot of all resources (files) in the workspace, so if the file is modified on the file system outside of Eclipse, then Eclipse will not be aware of the file state. When Eclipse attempts to access the resource, it detects that the file on the file system is modified from the version it has a snapshot of, so to prevent possible overwriting data, it fails with a "resource is out of sync" error. To correct this, select the resource (or project), and right click on it and select the Refresh menu item. This will get the Eclipse workspace in sync with the resource on the file system.

I put a breakpoint in my Java class and when the breakpoint is hit, the editor says Source not found and I cannot see what I'm stepping through. What is wrong?

This error occurs if the project is not on the source path for Tomcat. Tomcat is the JVM running the application. To fix this, open the Window -> Preferences -> Tomcat -> Source Path and make sure that the current project is enabled.

How to invoke a TAS application from Orchestration Designer?

This operation is supported only on an Avaya Interactive Response platform. TAS is not supported on Voice Portal. To invoke a TAS application from Orchestration Designer, use the VXML Object tag. Define an object tag and configure the object input/output parameters using the Object item on a call-flow node (Form). For additional information on invoking TAS scripts on Avaya Interactive Response using the VXML Object tag, refer to Avaya Interactive Response/TAS documentation. Click on the Orchestration Designer Help and follow the -> as shown below. (Help -> Application development -> Advanced application development -> Using VoiceXML -> Creating a VoiceXML application -> Using the VoiceXML <object> element interface).

Note: Simulation of the object tags and TAS scripts in Desktop mode (using AVB) is not supported.

How to upgrade Orchestration Designer software?

This can be done as follows:

  1. Click on window -> preferences -> Orchestration Designer -> Proxy settings. Configure internet proxies if it is being used
  2. Click on Help -> Software updates -> Find and install.
  3. Select 'search for updates of currently installed features'. Click on Finish to download and install the latest version.

    If automatic update feature cannot be used to update to the latest version, then following steps can be followed to update manually:
    1. Using any web browser, go to http://devconnect.avaya.com .
    2. Create a username (by providing a valid email address) and password.
    3. Log in with the created username and password.
    4. Once logged in, click on 'Avaya Product Information/Documentation/SDKs' in the left hand pane.
    5. Under 'Premium Devconnect content', click on sorted by 'Avaya platform'.
    6. Under 'Avaya self services', click on 'Avaya Orchestration Designer'.
    7. Download the individual upgrade patches under 'Avaya Orchestration Designer software'. Version 3.0.16 is a major upgrade. If Version 3.0.2 of Orchestration Designer software is installed, then uninstall that version, install 3.0.16 and then proceed with installing the patches.

Does Orchestration Designer 3.1 support password encryption?

Yes. Select "Password" option in Window -> Preferences -> Orchestration Designer.

  1. Select Windows -> Preferences
  2. Select Orchestration Designer -> password

After a Orchestration Designer upgrade, if an existing project is imported from earlier version to a new one, the following compilation error is observed in several java files:
The method evaluateActions(Collection, SCESession) is undefined.
How to resolve this issue?

This issue can be resolved by re-generating the project.

  1. Right click on the Project in the Project Explorer Window.
  2. Select "Generate" from the drop-down list to generate the application.


Even after regenerating the project the error occurs, it means that they are orphaned Java classes (i.e. the node was probably removed from the flow) and are not being managed or generated by the call flow. Such orphaned files which are no longer need can be removed from the project.

Is there any strategy defined for version control of Orchestration Designer speech projects?

No, currently there is no defined strategy for version control of Orchestration Designer speech projects.

The following can be referred as a guideline for version control:

The files under the WEB/INF/classes can be omitted; files under data/log and data/temp can be skipped. It is recommended to check in everything else present in the project folder.

If the user wishes to have a finer control over the resources then the general recommendations are as follows:

  1. Check in the Orchestration Designer metadata/project files (i.e. .flow, .prompt, .phrase, etc.)
  2. Check in project resources (typically in the data directory). Certain subdirectories from the data, particularly temp and log can be omitted.
A note about Java classes: The user can skip checking in many of the Orchestration Designer generated Java classes because their content usually will not change. But if custom code has been integrated in the Orchestration Designer generated classes then the user needs to check in those classes also.

Avaya recommends isolating custom code in stand-alone classes which are kept in a separate Java package other than the Orchestration Designer generated packages. This makes it easy to distinguish user-defined vs. generated code. The user will still need to add a little bit of code in the generated code to integrate with the custom code, but it will minimize the amount of code that the user needs to write in the Orchestration Designer generated classes.

Is there any recommended tool for automating testing of Orchestration Designer applications in Voice Portal environment?

At this point Avaya does not recommend any tools for automating testing on Orchestration Designer applications. There might be some tools that can help doing this but currently Avaya has not evaluated any.

Is it possible to use control sequence in Nuance Text-to-Speech with Orchestration Designer or only Speech Synthesis Markup Language (SSML)?

Only Speech Synthesis Markup Language (SSML) can be used to control sequence.

Is it possible to send a statement by fax using the Interactive Voice Response? Can this be done using Orchestration Designer?

Voice Portal does not support sending fax but Interactive Response does. To do this, from Orchestration Designer use an object tag to reference an IVR Designer based Transaction Assembly Script (TAS) application. This TAS application can use the FAX external functions palette to send a fax.

Is there a way to change the package structure of Orchestration Designer generated java classes?

How to track and submit Application data in a Orchestration Designer (DD) application?

In DD, use a Report node to report/log application data values at runtime. This data is logged in the report.log file. For additional details about Report node, see Orchestration Designer Developers Guide available at Eclipse Help -> Help Contents -> Nodes and Palette Options -> Detailed Palette Option Descriptions -> Report Node.

Can Avaya Orchestration Designer (DD) application report data to Call Management System (CMS)?

There is no way to get DD application report data to CMS. All the report data and call data is stored on the Voice Portal Management System (VPMS).

How to determine whether a node is being referenced by a symbolic node in a Orchestration Designer (DD) application?

In DD 3.x, if a node is referenced by a symbolic node, a blue dot appears in the upper right corner of that node. If the node does not have the blue dot icon, it is not referenced by any symbolic node.

Is Orchestration Designer (DD) supported on Linux platform?

No. DD uses the personal Avaya Voice Browser (AVB), which currently works only on the Microsoft platform.

How to view the Voice XML (VXML) generated by the Orchestration Designer (DD)?

To view the VXML text in the Eclipse console:

  • On the top-level menu, click on Window -> Preferences -> Orchestration Designer -> Avaya Voice Browser.
  • Select the Enable display of generated VXML check box.
The VXML text will be displayed in the Eclipse console window during simulation and will also be written to the file <project>/data/log/trace.log.

Note: In DD 4.0, the Avaya Voice Browser (AVB) has been renamed as Avaya Application Simulator.

How to check whether the SA8874 feature is enabled on the Avaya Communication Manager (CM)?

To check this feature, type the command 'display system-parameters special-applications' in the CM SAT terminal. The SA8874 feature is enabled through licensing. Contact your Avaya representative to obtain an Avaya Communication Manager license with the SA8874 feature enabled.

How can I pass variables from a Orchestration Designer (DD) CCXML application to a DD speech application and retrieve the same in the DD speech application?

This can be done by passing parameter names in the namelist attribute and parameter values in the parameters attribute of the < dialogprepar -> element in the CCXML document, as shown below.

To retrieve the parameters in a DD application, add a Capture Expression to the Root Document as shown in the screenshot below.

For more details regarding passing parameters between CCXML and the speech application, please refer to the "Auto Attendant" sample code available on the DevConnect portal (http://www.avaya.com/devconnect).

How can I pass variables from a Orchestration Designer (DD) speech application to a DD CCXML application and retrieve the same in the DD CCXML application?

The variables can be passed from a DD speech application to a DD CCXML application using the Output parameter item. This item can be accessed in the Return node of a DD speech application. As shown in the screenshot below, the variables dialogResult and outputData are passed to the CCXML application.

Each of these variables can be retrieved in a CCXML application using event$.values.< variablenam -> in the < dialog.exi -> element of the CCXML document. For example, the variable dialogResult can be accessed using event$.values.dialogResult in the < dialog.exi -> element of CCXML document.

For more details regarding passing parameters between speech and CCXML application, please refer to the "Auto Attendant" sample code available on the DevConnect portal (http://www.avaya.com/devconnect).

How can I display the palette in a Orchestration Designer application?

To view Orchestration Designer palette, click on Window -> Show View -> Palette.

Can an Object type parameter be transferred from one Orchestration Designer (DD) application module to another?

DD modules are Voice XML (VXML) sub-dialogs and according to the VXML specification, only strings can be passed to a sub-dialog. However, if a session is shared between the module and the main application, developers can use the SCESession.setProperty method to pass objects between a module and an application.

To accomplish this, create a data node just before the flow enters the module and set the object as outlined in the example code snippet shown below:

public void requestBegin(SCESession mySession)

{
mySession.setProperty("MyKey", new String("My Object"));
super.requestBegin(mySession);
}

The developer can then create another data node in the module and retrieve the object.

Does Avaya Dialog designer support Remote Method invocation (RMI)?

Orchestration Designer (DD) does not support RMI. However, a developer can have a Java servlet in the application call flow and manually write the desired RMI code there, as shown in the screenshot below.

How are nodes in a Orchestration Designer call flow classified?

Orchestration Designer nodes can be classified as:

  • VXML nodes
  • Backend nodes
VXML nodes are responsible for producing VXML code. Examples of VXML nodes are Prompt and Collect, Announcement, Transfer items, Record, Form, and Menu.

Backend nodes execute on the application server and forward the request to the next node in the call flow. Examples of backend nodes are Data, Tracking, Subflow Invoke, Subflow Begin and Subflow Return.

At runtime, VXML interpreted by an Interactive Response or Voice Portal platform is generated from a VXML node in an application deployed on a web server. However, the Backend nodes are invisible to the platform; these nodes execute and forward request to the next node until a VXML node is encountered in the call flow.

Why is temp.folder created under a Orchestration Designer project directory?

Orchestration Designer creates a temp.folder file when it exports a project and deletes the file when the export process is complete. However, if either an error occurs during the export process or Orchestration Designer wizard shuts down in the middle of an export operation, the temp.folder file will be visible under the project folder.

Does Orchestration Designer support tone masking?

No, tone masking is not supported in Orchestration Designer since VXML does not provide support for playing a tone while DTMF keys are being pressed.

How to increase the maximum record time for a record node in Orchestration Designer?

Click the Record node. The maximum record time can be specified in the Max Length property field in the properties window as demonstrated in the screenshot below.

How to define events in a Orchestration Designer call flow?

The "Event Type" editor on the Orchestration Designer palette is used to define events in Orchestration Designer. Double click on the "Event editor" icon to open it, as shown in the screenshot below.

Click and drag the "Event Type" icon and release it over the workspace. Open the "Properties" window and type in an event name as shown in the screenshot below.

Is it possible to perform database operations (using a database item) in a Orchestration Designer call flow after a 'disconnect' node?

Yes. The 'disconnect' node disconnects the caller from the system, effectively ending the call at that point, but maintains the application flow allowing the application to perform database operations. For example, a Orchestration Designer data node can be added after a disconnect node. This data node can contain a 'database' item which can commit transaction results to a database after the call has been disconnected.

How to obtain Orchestration Designer run time files?

Orchestration Designer runtime files are bundled in runtimesupport.zip, which can be obtained using any one of the following two methods:

  1. On the Export Wizard, when deploying an application, a checkbox is available to be selected to create the runtime support libraries. Selecting this checkbox will create the runtimesupport.zip file specific to the servlet container (Tomcat, WebSphere, BEA WebLogic etc.) in the output directory. For example, if Tomcat is selected then runtimesupport.zip needs to be unzipped to the <tomcat>/common directory. This step puts the required .JAR files in the lib directory and the log4j.properties file in the classes directory.

  2. Alternatively, this file can be obtained from <eclipse>/plugins/com.avaya.sce.core_<version>/runtimesupport.zip

Where can I locate documentation describing Orchestration Designer API?

The Orchestration Designer API document can be found at Eclipse Help -> Orchestration Designer Developer Guide -> Programmer Reference -> API Reference.
Click on the API Reference link in the left hand pane as shown below.

How can I change the DTMF terminating character (denoted by the hash (#) symbol in Orchestration Designer applications)?

The hash symbol is the default terminating character for DTMF input. When this key is pressed, the system ends DTMF input recognition and returns the appropriate result. To change this character for any node, double-click on the node and drag the Property item from the Palette on the existing node. A list of properties would be displayed under the Properties tab. The terminating character can be changed from the DTMF section as per the requirements as shown in the screenshot on the following page. Valid values for this property are the numbers 0 through 9, the star (*) key, and the pound (#) key.

How to specify init (initializing) parameters in the web.xml file for a Orchestration Designer application servlet?

To modify the web.xml file via Orchestration Designer, right-click the Speech Application project and select Properties (not shown); Browse to Orchestration Designer -> Web Descriptor -> Servlets. Select the desired servlet and click on the Add button under the Parameters section to add init parameters for the servlet as shown in the screenshot below.

What is the difference between Avaya Interactive Voice Response (IVR) Designer and Avaya Orchestration Designer?

IVR Designer is the legacy Avaya tool for building Transaction Assembly Script (TAS) scripts that can be deployed on the Interactive Response (IR) platform. Orchestration Designer is an Avaya tool for designing VXML and CCXML applications that can be deployed on both IR and Voice Portal.

Note: TAS based applications are not supported on the Voice Portal Platform. Interactive Response platform does not support CCXML applications.

How to create a Recording Script Report for a Orchestration Designer application?

In the Orchestration Designer Navigator view, select an appropriate project for a recording script report. From the top level menu bar, select Project -> Reports -> Recording Script. For more information on Recording Script Report, refer to Orchestration Designer Help.

Does disabling tracing affect Orchestration Designer application execution?

Orchestration Designer Application execution remains unaffected when tracing is disabled. When tracing is disabled, the application must not contain any Java code that invokes methods for tracing. For example, mySession.getTraceOutput().writeln(...)

How to add custom .jar files for a Orchestration Designer application?

In a Orchestration Designer application, the necessary custom .jar files should be added to the build path of the project. To add these files, right-click on a Orchestration Designer project in the Navigator view and select Properties. In the Properties dialog, click on the Java Build Path and select the Libraries tab and add the required .jar files.

Where is the Orchestration Designer sample applications located on the product CD?

The Orchestration Designer sample applications are located in the directory /Sample Applications/files/DD_<version>_SampleApplications on the Orchestration Designer product CD.

Can Orchestration Designer Release x.x applications be deployed on Experience Portal Release x.x?

Please consult the Product Compatibility Matrix, available on the Avaya Support web site.

How can the inline generation of an Approot node in a Orchestration Designer 5.0 application be disabled?

Inline generation of an Approot node in a Orchestration Designer application can be disabled by setting the vxmlrootinline property to disabled in the ddrt.properties file. The ddrt.properties file is located in the data directory of the application. (Locate the application folder (under the workspace directory) and look for /data/ddrt.properties file).

Note: By default, the value of the vxmlrootinline property is set to 'enabled'.

On starting Tomcat 6.0, the following error is encountered:
D:\apache-tomcat-6.0.18\lib\ddconfig.xml (The system cannot find the file specified).
How can this error be resolved?

Note: In order to resolve this error, follow any one of the two procedures given below:

  1. Start Tomcat and from within a web browser, access Orchestration Designer Admin Console by providing the URL http://localhost:8080/runtimeconfig. The Login page is displayed. Enter the valid credentials on this page. The default credentials are 'ddadmin' for both the username and the password fields. This step will create the ddconfig.xml file in the D:\apache-tomcat-6.0.18\lib\ location (D:\apache-tomcat-6.0.18\lib\ddconfig.xml).
  2. Alternatively, restarting Eclipse will resolve this error.

Note:

  1. This error occurs when Orchestration Designer run time configuration files (runtimeconfig.war) are present in TOMCAT_HOME\webapps directory of tomcat.
  2. On restarting Eclipse, the ddconfig.xml file is created by the Orchestration Designer plug-in. This file is located in the D:\apache-tomcat-6.0.18\lib directory.

How is a Configurable Application Variable defined in a Orchestration Designer application?

A Configurable Application Variable is defined by activating the Configurable Application Variables Pluggable Connector. Activate the Pluggable Connector as follows:

Right-click the project in the Navigator view and select Properties; on the Properties page, go to the Pluggable Connectors tab and check the checkbox for Voice Portal Configurable Application Variables.

On activating the Pluggable Connector, drag and drop the Configurable Variable into the editor area to create a Configurable Variable and use the Properties view (not shown) to complete the definition of the Configurable Variable.

Note: Configurable Application Variables are read-only.

How to retrieve the parameters set in the request URL when the application is launched using the Voice Portal Application Interface Web Service?

To retrieve the parameters set in the request URL of the Orchestration Designer application, create the variables in the Orchestration Designer application with the variable names matching with each of the parameter name in the request URL. Orchestration Designer runtime framework will automatically populate the variables with the matching parameter values.

For example if the URL is http://AppServer:8080/App?var1=x&var2=y, parameters 'var1' and 'var2' can be retrieved by creating the variables with names 'var1' and 'var2' in the application.

How to set the maximum number of rings for an outbound call in a CCXML application?

There is no direct way to set the maximum number of rings for an outbound call in a CCXML application. However, while placing the outbound call using <createcall> CCXML element, the 'timeout' attribute can be manipulated to get the desired number of rings before a ring no answer is received.

<createcall dest="1234" connectionid="connid" timeout="18000" />

The timeout value of 18000 indicates that, if not answered the phone will ring for 18 seconds.

Note: For an outbound call, the switch (Communication Manager) or Voice Portal does not have control over the number of rings at the remote station.

Can standalone VXML applications be simulated using Orchestration Designer Voice Browser?

Standalone VXML applications cannot be simulated using Orchestration Designer Voice Browser. However Orchestration Designer speech application can be created to wrap the standalone VXML application and simulate using Orchestration Designer Voice Browser.

To wrap the standalone VXML application in the Orchestration Designer speech application, follow the steps given below

  1. Import the standalone VXML application as a Orchestration Designer reusable module:
    • Open the Eclipse IDE.
    • From the File menu in Eclipse, select Import..., then select Avaya Speech Developmen -> Import Orchestration Designer Reusable Module.
    • Click the Next button and select 'Manually define module definition' on the Specify Import Details page
    • Click the Next button and specify details about the module on the "Set information about this module" page. The URL field on this page should point to the starting page of the standalone VXML application. For more details about the fields on the Set information about this module page, refer to the topic "Using the Reusable Module Import Wizard" in Avaya Orchestration Designer Developers Guide available at http://www.avaya.com/devconnect.


  2. Click the Finish button. This will deploy the standalone VXML application as a reusable module which will be available on the Orchestration Designer call flow editor palette as a module.
  3. Create a new Orchestration Designer speech project and add the module in a call flow.

Is it possible to run third party VXML code on the Avaya Media Server?

Avaya does not license or support any custom VXML code running on Avaya Media Server.