Job Aid for Avaya Experience Portal and Avaya Breeze Integration Issue 1 May 2016
Introduction This Job Aid explains the Avaya Aura® Experience Portal and Avaya Engagement Development Platform integration with a sample application. For demonstration purpose, the SMSTwoWayConfirmEventsOnly event is used for creating a sample application. This document is intended for people who want to understand the integration of Experience Portal, Avaya Engagement Development Platform, and related products work together in a verified reference configuration to meet customer needs.
Use case The following use case demonstrates the use of Orchestration Designer for handling the SMS conversation with a customer to confirm a delivery: 1. Use the Launch SMS Service Avaya Engagement Designer task to start an Orchestration Designer SMS application which sends the SMS to a customer in the following format: Dear Mr. Johnson, your wine will be delivered shortly after 4 PM today to your home address. Will you be there to accept the delivery? 2. If the customer’s reply is: • Affirmative: a. The Orchestration Designer SMS application sends a return completion event that the delivery. b. On receipt of the event, the workflow takes appropriate actions. c. The Orchestration Designer SMS application sends the confirmation SMS in the following format:
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2016, Avaya, Inc. All Rights Reserved.
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Your 4-PM delivery today is confirmed. • Negative: a. The Orchestration Designer SMS application sends a request for an alternative delivery day and time. The application sends the SMS to the customer in the following format: Please tell me the next day of the week and time of day (on the ½ hour) you will be available at your home address for your wine delivery. b. The customer replies: Tuesday at 4. c. The Orchestration Designer application responds to the SMS in the following format: I assume that is 4 PM. Is that correct? d. If the customer’s reply is affirmative, the Orchestration Designer SMS application sends a completion event that the delivery is rescheduled. e. On receipt of the event, the workflow takes appropriate actions. f. The Orchestration Designer SMS application sends the confirmation message in the following format: Your delivery has been rescheduled to .
Requirements To create the sample application, you must have the following setup deployed and configured in your environment: • Avaya Engagement Development Platform 3.1.1 with Avaya Context Store Snap-in and Context Store Tasks 3.1 • Avaya Aura® System Manager 7.0 • Orchestration Designer 7.1 • Experience Portal 7.1 and Avaya Engagement Designer tasks available on the Orchestration Designer ISO image
Prerequisite checklist You must complete the following prerequisite tasks before creating the sample application:
May 2016
Job Aid for Avaya Experience Portal and Avaya Breeze Integration
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Task
Description
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Configure Experience Portal.
To configure Experience Portal, you must specify:
Link/References
See the section “Associating Avaya Engagement Designer with an Experience • The SIP Entity address of the Portal system”” in Avaya Engagement Designer in Administering Avaya Aura® the Platform Host Address field. Experience Portal You must enter multiple IP addresses separated by a | character. • Specify the cluster IP address of Context Store in the Context Store Address field.
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Install the Experience Portal tasks.
• To load the Experience Portal task, use ExperiencePortal-7.1.xxxx .svar. • Once the system loads the svar, select the newly loaded item.
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Configure the Experience Portal location in Avaya Aura® System Manager.
For LaunchEmail and LaunchSMS example applications, you must configure the location of the Experience Portal platform on Avaya Engagement Designer. When configuring the Email application, the address must match the From field in the LaunchEmail task in Avaya Engagement Designer.
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Configure the Context Store location.
For work flows that use Context Store, you must configure the location of Context Store. All work flows in the sample applications use the Primary Cluster for Context Store.
See the section “Installing the snap-in ”in Quick Start to Deploying Avaya Engagement Development Platform Snap-ins.
See the section “Configuring snap-in attributes at the cluster level” in Quick Start to Deploying Avaya Engagement Development Platform Snap-ins.
See the section “Configuring snap-in attributes at the cluster level” in Quick Start to Deploying Avaya Engagement Development Platform Snap-ins.
Creating an event to notify the workflow About this task The Orchestration Designer SMS application notifies the workflow it is complete by sending an event to the Avaya Engagement Development Platform. You must ensure that Orchestration Designer must have the instance ID of the workflow to send the completion event which implies that when the Orchestration Designer SMS application is started the instance ID is passed to
May 2016
Job Aid for Avaya Experience Portal and Avaya Breeze Integration
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Orchestration Designer in the application parameters. When the platform receives the event, the system delivers the event to the workflow matching instance. To define the event, see the section “Creating an event to start the workflow” in Avaya Aura® Orchestration Designer Developer’s Guide. Note: Use multiple different event types to start different workflow applications. When creating your own event, Orchestration Designer assumes the names param1 through param8. You can change these names to more meaningful values, but ensure that you fix the maximum number of parameters at 8.
Setting up the Client keystore About this task To send an event to Avaya Engagement Development Platform, you must have appropriate certificates in place. Note: Even if you did not enable the client certificate challenge, you will still need the key store setup. You can gain access to Context Store without the key store and certificate challenge. To set up the Client keystore, see the section “Setting up the Client keystore” in Avaya Aura® Orchestration Designer Developer’s Guide.
Importing the workflow into Avaya Engagement Designer Before you begin Ensure that the workflow file is present in the system folder. To import the workflow, see the section, “Importing workflow into Avaya Engagement Designer” in Avaya Aura® Orchestration Designer Developer’s Guide.
Updating the workflow for your environment Before you begin Ensure that the From field is the number configured on Experience Portal for the Orchestration Designer SMS application and the To field is the phone number of the customer.
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Job Aid for Avaya Experience Portal and Avaya Breeze Integration
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Procedure Double-click the Open the ConfirmWineDelivery task to open the task and change the To and From SMS locations to match your environment.
Configuring Orchestration Designer applications on Experience Portal About this task You must configure the following applications to complete the setup: • Speech application • SMS application • Email application
Procedure 1. For Speech application, when you configure the DNIS number for Orchestration Designer application, ensure that you use URI and not Number as this is SIP-based. Ensure that the Orchestration Designer application is using the Shared UUI mode. 2. For SMS application, when you configure the SMS application, ensure that the number in the From field matches in the LaunchSMS task in Avaya Engagement Designer. There are no special instructions for configuring SMS that a workflow launches. 3. For Email application, when configure the Email application, ensure that the address in the From field matches in address in the LaunchEmail task in Avaya Engagement Designer. There are no special instructions for configuring Email applications that a workflow launches.
Running the use case About this task The following procedure demonstrates how to run the use case for Wino Trucking schedules wine deliveries.
Procedure 1. Log in to the Avaya Engagement Designer Admin console as administrator. 2. In Admin Console, select the deployed workflow. 3. Click Create Instance. 4. Click OK. The system displays a window with the schema on the start task to allow us to initialize variables and system begins the workflow and contacts Experience Portal to start the configured SMS application.
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Job Aid for Avaya Experience Portal and Avaya Breeze Integration
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The ConfirmWineDelivery task passes the input data to the Orchestration Designer application through the application parameters. • For Orchestration Designer application to store the passed in values, the names of values passed must match the name of variables in the Orchestration Designer application. • The instance ID of the workflow must be one of the application parameters so that Orchestration Designer can send a completion event. • When the Orchestration Designer application completes, the system sends an event back to the workflow with the result in the event. 5. Double-click to verify the results on the instance in Admin Console. 6. Double-click the LogResult task to view the task input. In this case, we see that the customer is available to receive the wine delivery.
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Job Aid for Avaya Experience Portal and Avaya Breeze Integration
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