Avaya Engagement Designer Webinars

Latest Release: 3.8.1 (April 2021)

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!

Highlights

Q&As

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.
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 service profile(s) of the user 2000 on Avaya Aura System Manager.
We've tested with Nuance but theoretically other voice servers that support MRCP should work as well.
On CE Element Manager in System Manager.
Engagement Designer supports integrations to other systems via REST APIs and Database tasks. External systems can also send events into Engagement Designer via REST.
Yes. Media tasks use Text-to-speech as an option.
Yes users can manipulate the UUI. This is called the "Context ID" and is retrieved/set through the Get/Set Call Context tasks.
Yes, REST WSDLs are supported out of the box.
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.
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.
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.
Using the REST task, which is packaged out of the box.
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.
Database lookup, REST service, Send emails and text messages, Send alarms etc. are some data integrations available out of the box.
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.
No it is not. It is really an augmentation to Orchestration Designer.
Please review our event catalog for a full list of call events. This catalog is dynamic so you can add your custom events.
Work is in progress to integrate Engagement Designer with Experience Portal.
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.
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.
Engagement Designer augments the Avaya Interaction Center Workflow Designer.
Work in progress for Release 3.1, which is targeted to be made generally available in August 2015.
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.
Yes, it enables communication among the snap-ins deployed on Engagement Development Platform.
No, Engagement Designer augments the CCXML & VXML support with BPMN.
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.
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).
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.
IP Office shops can provide custom solutions to their users.
Please reach out to Daron Johnson (djohnson@avaya.com) for specific APIs.