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Avaya Work Assignment Snap-in

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Release 3.0

Avaya Work Assignment Snap-in Release 3.0 was made generally available in November 2014; Feature Pack 3.0.1 was issued in April 2015. This is NOT the latest release of this Avaya Breeze® snap-in. The latest release is recommended for new development.

New In This Release

New in Feature Pack 3.0.1

  • New "Match Update" feature enables interaction manager clients, such as Avaya Engagement Designer and Avaya Aura® Experience Portal, to update work items that are waiting for a resource within Work Assignment.
  • New "Service Rank" feature enables the ranking of services in Queue to Multiple scenarios.
  • New "Partial Team" feature enables Request Multiple or Group requests to return a successful match where only some of the team members requested are available.
  • New Work Assignment component failover events.
  • Support for 60,000 BHCC and immediate administration updates to resource.
  • Two Reporting Endpoints can be configured in System Manager, with re-tries if reporting events are not being sent.
  • Licensing of Reporting subscriptions.
  • Avaya Engagement Designer enhancements.
  • New Open Admin REST API returns agent account information or category/attribute information.

For detailed information, see the Avaya Work Assignment 3.0.1 Release Notes, available under the Downloads -> Feature Pack 3.0.1 tab.

New in Release 3.0

This is the first release of the Avaya Work Assignment Snap-in. Key features include the ability to:

  • Identify the most suitable resources to assign to work items, using Attribute-based Matching. The requestor can accept the resources offered by Work Assignment and subsequently confirm that the work item is complete, or cancel the request.
  • Receive requests for single resources based on single or multiple attribute sets.
  • Receive requests for multiple or group resources based a specified attribute set.
  • Implement various resource selection strategies.
  • Generate metrics for specified attribute sets and services.
  • List qualified resources based on a specified attribute set.

In addition, client-side REST Web services can subscribe for notifications about status changes of requests and resources.

Compatibility and Interoperability

The following Avaya product releases are required to use the Avaya Work Assignment Snap-in Feature Pack 3.0.1:

  • Avaya Engagement Development Platform Release 3.0.3
  • Avaya Aura System Manager Release 6.3.12.
  • Avaya Engagement Designer Release 3.0.4

Release Information

Developer and Product Documentation

Postman Collections

Use the following collections of HTTP requests in the Postman REST client to exercise the full set of Work Assignment REST interfaces. See Exercise the Work Assignment Solution in Chapter 4 of the Developer Guide for details:

Sample Avaya Engagement Designer Workflow Definitions

The download includes the following sample Workflow Definitions, which can be imported to Avaya Engagement Designer to demonstrate use of the Work Assignment tasks:

  • Request Multiple Resources - No Resource Adapter Present.
  • Request Resource and Match Update - Resource Adapter Present.

See Create, Validate, Save, Deploy, Export and Import a WorkFlow in Chapter 5 of the Developer Guide for details:

Health Master Test Client

Health Master acts as a Connection Monitor and Synchronization Manager for Resource Providers. See Health Master in Chapter 8 of the Developer Guide for details:

Release Information

Developer and Product Documentation

Postman Collections

Use the following collections of HTTP requests in the Postman REST client to exercise the full set of Work Assignment REST interfaces. See Exercise the Work Assignment Solution in Chapter 4 of the Developer Guide for details:

Sample Applications

Web Chat Application

See Sample 2 - Chat Application in Chapter 6 of the Developer Guide for details:

Reporting Application

See Sample 3 - Build a Sample Reporting Application in Chapter 6 of the Developer Guide for details:

Sample Avaya Engagement Designer Workflow Definitions

The download includes the following sample Workflow Definitions, which can be imported to Avaya Engagement Designer to demonstrate use of the Work Assignment tasks:

  • Request Multiple Resources - No Resource Adapter Present.
  • Request Resource and Match Update - Resource Adapter Present.
  • Request Resource Sub-process Flow.
  • Query with Service Metrics in Flow.
  • Loan Approval Sample Application Flows: request group and request multiple.

See Sample Flows in Chapter 5, and Sample 1 - Loan Approval in Chapter 6, of the Developer Guide for details:

Health Master Test Client

Health Master acts as a Connection Monitor and Synchronization Manager for Resource Providers. See Health Master in Chapter 9 of the Developer Guide for details:

Troubleshooting Utilities

See Chapter 10 of the Developer Guide for details: