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Avaya Engagement Designer Webinars

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Replays, Slides and Q&As from January 2015 webinar

Below you will find replay recordings, slides and Q&As from the Avaya Engagement Designer webinar presented by Vishal Saxena, Director of Engineering Architecture at Avaya, on 21st January 2015. Discover how developers and business analysts alike can create solutions that manage customer communications and associated business processes - without having to write any code!

Slides and Recordings

Q&As

To what extent do the Telephony Operations, Call Events, and Timers match Avaya Call Center vectoring capabilities? Is there a table that compares?

We don’t have a table yet, however the Engagement Development Platform provides very rich call control operations and the majority of those are already exposed as tasks.

How does Engagement Designer hook to Avaya Aura® Communication Manager?

The only interface between Engagement Development Platform and Communication Manager in 3.0 is SIP. Engagement Development Platform functions as a call intercept (sequenced) application, or alternately can originate calls. Engagement Development Platform 3.1 will add CTI capabilities via AE Services as well.

In the demo, where did you define the "2000" number that you dialled to trigger the workflow?

In service profile(s) of the user 2000 on Avaya Aura® System Manager.

Which third party Text-to-speach and Automated-speech-recognition systems are supported?

We've tested with Nuance but theoretically other voice servers that support MRCP should work as well.

Where are the URLs defined?

On CE Element Manager in System Manager.

How does Engagement Designer work with integrations to other systems? Can someone create an integration and link it into this system for other common applications?

Engagement Designer supports integrations to other systems via REST APIs and Database tasks. External systems can also send events into Engagement Designer via REST.

Are you using Text-to-speech to speak the customer name?

Yes. Media tasks use Text-to-speech as an option.

Does the Database step reconnect to the database in the event the connection is disconnected?

Yes.

You said all Telephony Operations are available as tasks. Does this mean UUI is available and can be manipulated?

Yes users can manipulate the UUI. This is called the "Context ID" and is retrieved/set through the Get/Set Call Context tasks.

Does this have the capability to access WSDLs?

Yes, REST WSDLs are supported out of the box.

Where do we define called number for which we intercept the call? Is it in the Start event?

It is already defined in the start event. Both called number and calling party are available in start event payload. Further, each Workflow Definition is placed in a user's service profile. If the call is not to an end user but to the workflow itself, a "fake user" is provisioned to represent the workflow.

Does using Engagement Designer reduce the effort required by Telephony staff such as IVR developers or PBX Engineers?

Yes. Engagement Designer makes building custom workflows very easy and quick. With the Real-time Speech capabilities, users can build IVR applications. For a full blown IVR applications, wait for our preview of the upcoming release.

How do you play an external WAV file?

Upload the WAV file into Avaya Media Server and choose that file in the media tasks' properties. An HTTP URL to an external server can also be used to play media.

How does Web service integration to third party systems work?

Using the REST task, which is packaged out of the box.

Are there any features to mask the customer inputs?

In the current release, you can save the customer inputs encrypted in a database and use the datebase encryption / decryption to look up the exact values. If the use case is about collecting credit cards without an agent hearing, this can be done. An announcement would have to be played to the agent at the same time as the prompt and collect operation is happening towards the customer side. Once all digits are collected, the announcement to the agent can be stopped.

What types of data integration nodes are available out of the box? Obviously database lookup, anything else? Web services, CRM, etc?

Database lookup, REST service, Send emails and text messages, Send alarms etc. are some data integrations available out of the box.

Is it possible to debug and modify a running workflow with a call in transit?

The demo actually covers this. For example, when Play & Collect is first executed in the demo, it waits for the user to punch in the account number. During that wait time, we were actually looking at the instance view and the flow had stopped at that task with orange highlight. Clicking on that task will show the data that arrived into that task.

Is it expected that external integration to Engagement Designer will be via Web services?

Web services is one of the ways to integrate.

Is this a replacement for Avaya Aura® Orchestration Designer?

No it is not. It is really an augmentation to Orchestration Designer.

Which events are available? For example, could we intercept a call and forward it to a destination when one of the parties disconnects?

Please review our event catalog for a full list of call events. This catalog is dynamic so you can add your custom events.

Does Engagement Designer work with Avaya Aura® Experience Portal?

Work is in progress to integrate Engagement Designer with Experience Portal.

Is there any conversion utility or export/import between legacy Avaya (vectors/ProVision, Orchestration Designer) and Engagement Designer?

Because tasks exist to access UCID, UUI and Collected Digits, a certain amount of interop can be achieved simply through the SIP signaling. A full blown export/import is not supported at the moment. Please reach out to Daron Johnson (djohnson@avaya.com) for specific requests.

How do you connect to the customer's database?

Through JDBC. You define these connections in the System manager Element Manager for the WFE snap-in and these connections are available through the Database task type.

How does Engagement Designer relate to the Interaction Center Workflow Designer?

Engagement Designer augments the Interaction Center Workflow Designer.

Is there an Orchestration Designer plug-in that would allow access to modules built here?

Work in progress for Release 3.1, which is targeted to be made generally available in August 2015.

On the versioning of workflows, is the intent that changes made to customer flows can be deployed easily and backed out with minimal effort? Does this apply changes and removed them from Experience Portal/PBX/Session Manger systems?

That is correct. While version 1 is running in production, business analysts can enhance version 1 to create a version 2. This new version can be deployed when ready while version 1 is still in production. Service Profiles can be modified to pick up the new version for the new calls, while in-flight calls using version 1 are still active. Once version 1 drains out, it can be decommissioned while the development of next version (version 3) is in progress.

Is the Collaboration Bus essentially an integration bus?

Yes, it enables communication among the snap-ins deployed on Engagement Development Platform.

Does this Engagement Designer replace CCXML & VXML?

No, Engagement Designer augments the CCXML & VXML support with BPMN.

Can we create reusable workflows as we have reusable modules in Orchestration Designer?

Once a workflow is modeled and saved, it can be deployed on any Engagement Platform system. They are very re-usable. There may be changes required if the workflow uses platform specific properties. e.g. If the workflow is modeled to pull a media from one Avaya Media Server integrated with the platform and the other platform has a different Avaya Media Server and different set of media files, it may require changes to adjust to such things, but in general re-usability is the primary benefit of the workflows.

Is it possible to use a Text-to-speech engine instead of pre-recorded prompts? ?

Yes. In fact the demo covered that. The second announcement that was played in the demo was using a combination of Text-to-speech and some part of the text replaced by values pulled from database (customer name in our case).

What about speech recognition applications, is it possible to model these types of solutions??

Yes. There is a snap-in for this called Real-time Speech and it can recognize phrases in speech and decisions can be made based on those in the workflows.

How can this solution help an IP Office shop?

IP Office shops can provide custom solutions to their users.

Does Engagement Designer interoperate with medical device telephony APIs?

Please reach out to Daron Johnson (djohnson@avaya.com) for specific APIs.

Featured Resources

Avaya Engagement Designer