Avaya Engagement Designer

Latest Release: 3.8.1 (April 2021)


Avaya Engagement Designer provides a graphical user interface that makes it easy to "draw" custom snap-in service applications and business process workflows. Although a basic knowledge of JSON and JSON schema is necessary for manipulating variables and interacting with REST clients, Engagement Designer is primarily intended for use by Business Analysts and other non-developers.

In addition, developers can create their own dynamic tasks for inclusion in workflows.

Engagement Designer User Interface

The Engagement Designer user interface includes a palette of available events, tasks, decision gates (known as "gateways") and data that are dragged onto a canvas and linked to construct a Workflow Definition.


An Event is something that occurs at the beginning, during or at the end of a workflow. Engagement Designer supports the following Event types:

  • Start Event: the event that triggers a workflow instance. The trigger event could be generated by, for example, an incoming voice call, a REST client or another workflow.
  • End and Terminating End Events: the event generated at the end of a workflow path or a complete workflow instance.
  • Intermediate Timer Event: pauses a workflow for a specified period of time.
  • Message Boundary Event: pauses a workflow until a specified external event occurs.
  • Error Boundary Event: causes a specified path to be followed when a task errors.
  • Time Boundary Event: causes a specified path to be followed when a task timeouts before completion.
Events on Collaboration Designer palette


Tasks represent individual actions that are performed as part of a workflow. The following types of task are supported:

  • Integration tasks: used to access external resources from with the workflow. For example, to invoke a REST Web service, interact with an external database, or trigger another workflow.
  • Notification tasks: used to send emails and SMS messages, or to log messages and send alarms.
  • Telephony Communication tasks: used to make two-party calls, manipulate intercepted calls and get call information. Intercepted calls can be allowed to continue, be blocked, be blocked with an announcement, dropped, forked, forwarded or suspended.
  • Media Communication tasks: used to make one-party calls, play announcements, collect DTMF digits and schedule Scopia conferences.
  • Snap-in tasks: additional tasks may be available depending on which other snap-ins are deployed and licensed on the Avaya Breeze Platform.
Tasks on Collaboration Designer palette


Gateways defines decision points in a workflow whether different paths may be taken depending on whether specified conditions have been met. Engagement Designer supports exclusive, inclusive an parallel gateways.

Gateways on Collaboration Designer palette

Data and Variables

The Variables task stores all data that is used by the other tasks in a workflow. Data that is output from an event or task is mapped into the Variables task. Data that is required as input to a task is mapped from the Variables task. In addition, data can be transformed during mapping to ensure that it is in the format required by each task.

For detailed information about events, tasks, gateways and data, and how to use them to create and deploy Workflow Definitions, see the Avaya Engagement Designer Developer's Guide available under Releases -> Downloads for the latest release of Engagement Designer, or the on-line Help available in Engagement Designer itself.

Dynamic Tasks

Dynamic tasks enable developers to create custom tasks to meet specific business workflow requirements. Dynamic tasks can be added to a new or existing drawer on the Engagement Designer palette, at any time. The underlying technology for dynamic tasks is OSGi. The Dynamic Tasks SDK includes Java libraries and a sample application. Download the SDK and the Creating Dynamic Tasks for Avaya Engagement Designer guide for the latest release of Engagement Designer.