Avaya Engagement Designer Developer's Guide

Transcription

1 Avaya Engagement Designer Developer's Guide Release 3.2 Issue 3 March 2017

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5 Contents Chapter 1: Introduction New in this release Intended audience Related resources Documentation Avaya DevConnect Chapter 2: Overview Engagement Designer description Accessing Engagement Designer Chapter 3: User interfaces Engagement Designer interface description Administration Console description Instance Viewer description Chapter 4: Data Mapping Data mapper description Mapping task data Transforming data Data Mapper validation Mapping special cases Chapter 5: Pools and Lanes Pools and Lanes descriptions Adding a Pool and Lanes to a WFD Chapter 6: Create, edit, or delete a Workflow Definition Defining a Start event Scheduling a Start event Mapping Start event output variables Adding a task Repeating execution Task synchronicity Completing the Workflow Definition Deploying the Workflow Definition Editing a Workflow Definition Deleting a Workflow Definition Deleting a deployed Workflow Definition Deleting Workflow Instances Chapter 7: Debug a Workflow Definition Debugger description Debugging a Workflow Definition Chapter 8: Test a Workflow Definition March 2017 Avaya Engagement Designer Developer's Guide 5

6 Contents Creating a test instance of the Workflow Definition Verifying Workflow Definition status Verifying Workflow Instance status Chapter 9: Import or export a Workflow Definition Exporting a Workflow Definition as a file Exporting a Workflow Definition as an svar package Importing a Workflow Definition from an XML file Importing a Workflow Definition from an svar file Chapter 10: Archive Workflow Data Configuring archival attributes Archiving Workflow data Restoring archived data Chapter 11: Event Catalog Event Catalog description Creating an Event Catalog Event catalog field descriptions Event Mapper Mapping events Chapter 12: Connectors Connectors description Adding conditions to connectors Chapter 13: Events Events description Start event End event Terminate event Interrupt event Intermediate Timer Event Message Boundary Event Error Boundary Event Timeout Boundary Event Chapter 14: Gateways Gateways description Exclusive Gateway Inclusive Gateway Parallel Gateway Chapter 15: Variables node Variables node description Chapter 16: Properties node Properties node description Adding properties Viewing properties March 2017 Avaya Engagement Designer Developer's Guide 6

7 Contents Chapter 17: Tasks Integration tasks Receive Call Rest Service Create Process Abstract Task Cancel Task Read From DB Update DB User Task Sub-process Comment Publish Event Notification tasks Send Send Text Msg Log Message Alarm Telephony Communications tasks Allow Call Block Call Announce and Block Call Drop Call Fork Call Forward Call Suspend Call Make Call Set Call Policy Drop Participant Add Participant Set Called Party Set Calling Party Get Calling Party Get Called Party Set Call Context Get Call Context Get User Data Task Get User Data Media Communication tasks Play And Collect Play Announcement Recognize Speech Schedule Scopia March 2017 Avaya Engagement Designer Developer's Guide 7

8 Contents Record Participant Transformation tasks Assign Work Assignment tasks Work Assignment tasks overview Input mapping for Work Assignment tasks Output mapping for Work Assignment tasks Work Assignment Message Boundary Events Work Assignment sample Workflow Definitions Request Resource Update Request Resource Reject Resource Request Multiple Resources Request Group of Resources Cancel Request Service Metrics Query Resource Context Store task Context Store task overview Context Store Creating a Context Store Workflow Definition Output mapping with csobjectoutput Real-Time Speech Search tasks Real-time Speech Search tasks overview Start Speech Search Stop Speech Search Avaya Oceana Solution tasks Acknowledge Send Offer Send Queued Send Error Request AutoChat Create Journey Element Create Data Get Context And Schema Get Customer Id Get Services Update Context And Schema Configuring the Context Store cluster IP address ZangCloud Tasks ZangCloud Snap-in description Configuring ZangCloud Snap-in attributes Carrier Lookup March 2017 Avaya Engagement Designer Developer's Guide 8

9 Contents Mobile Lookup Billing Address Lookup Caller Lookup March 2017 Avaya Engagement Designer Developer's Guide 9

10 Chapter 1: Introduction New in this release With this release Avaya Engagement Designer provides the following new features: Support for Geographic Redundancy. For more information, see Avaya Engagement Designer Reference. A new Record Participant task is available from the Media Communications drawer of the palette. For additional information, see the Record Participant task description in the Communications task help, or the Avaya Engagement Designer Developer s Guide. Improvements to the Instance Viewer: The Instance Viewer shows the complete execution path of a WFI by highlighting connecting paths between tasks. When a user clicks a Create Process task in the Instance Viewer, the instance of that process opens in a separate tab. Users can export a workflow as an svar package. For additional information, see Exporting a Workflow Definition as an svar package on page 48. Users can create a sub-process by selecting a set of tasks within a workflow. This option is only available if: - Your selection does not contain a subprocess. A subprocess within a subprocess is not supported. - Your selection does not include Variables, Properties, or Start nodes. - When you have a connection selected, the nodes at both ends of the connection are selected as well. For additional information, see Avaya Engagement Designer Developer s Guide. The Send task supports new content types for the body. For additional information see the Send task description in the Communications task help, or the Avaya Engagement Designer Developer s Guide. An Error Boundary event can stand alone in a workflow without being attached to a node. It would be executed in case of an error. March 2017 Avaya Engagement Designer Developer's Guide 10

11 Intended audience Intended audience This document is intended for business process analysts and developers who use Engagement Designer to create Workflow Definitions that will be executed by Avaya Breeze. Experience with Business Process Model and Notation (BPMN) 2.0 is helpful but not required. Related resources Documentation See the following related documents at Title Description Audience Avaya Engagement Designer Reference Getting Started with Avaya Engagement Designer Avaya Engagement Designer Developer s Guide Creating Dynamic Tasks for Avaya Engagement Designer Quick Start to deploying the HelloWorld Snap-in Administering Avaya Breeze Maintaining and Troubleshooting Avaya Breeze Provides a functional description of Avaya Engagement Designer as well as administration, deployment, security and maintenance. Includes interoperability, performance, and design considerations. A guide through the core steps to create a Workflow Definition. Describes detailed steps and concepts to create and deploy different types of Workflow Definitions. Describes how to create user-defined tasks for Avaya Engagement Designer. Walks through the steps to install and administer the Hello World snap-in. Provides the procedures to administer and configure Avaya Breeze and snap-ins. Contains the list of alarms and errors related to Avaya Breeze and the procedures to troubleshoot and fix the problems. Sales engineers Developers System administrators Services and support personnel WFD developers WFD developers WFD developers Developers System administrators System Administrators Services and Support personnel System Administrators Services and Support personnel Table continues March 2017 Avaya Engagement Designer Developer's Guide 11

12 Introduction Title Description Audience Implementing and Administering Avaya Aura Media Server Provides the procedures to install, configure, use, and troubleshoot Avaya Aura Media Server. System administrators Services and support personnel Avaya DevConnect Avaya DevConnect provides additional resources for Engagement Designer developers. You can access documentation, videos, webinar recordings, tier 1 and tier 2 support as well as a developer forum. You can also download the Engagement Designer SDK from the DevConnect website. View the Engagement Designer DevConnect website at: DevConnect: Avaya Engagement Designer. March 2017 Avaya Engagement Designer Developer's Guide 12

13 Chapter 2: Overview Engagement Designer description Engagement Designer has the following components that run on Avaya Breeze : Workflow Engine (WFE) Workflow Definition (WFD) Workflow Instance (WFI) Workflow Engine The Workflow Engine is installed as a snap-in on Avaya Breeze. It subscribes to Avaya Breeze events and executes the Workflow Instances for deployed Workflow Definitions. Workflow Definition Workflow Definitions describe business processes used in your enterprise. Use Workflow Definitions to create complex, end-to-end communications-enabled business processes across mobile collaboration and contact center applications. Engagement Designer supports Business Process Model and Notation (BPMN) 2.0. Adhering to the BPMN specification, Engagement Designer supports three types of nodes in the WFD: Events Events are represented as circles in the WFD. They specify something that happens during the WFD (as opposed to an activity that is done, like a task). Gateways Gateways are represented as diamonds in the WFD. Gateways are used for decision-making to determine which execution paths are taken by a workflow instance. Activities Activities are represented as rounded rectangles in the WFD. They indicate a predefined action that is performed by the WFD when it executes this node. Activities include: - Integration Tasks - Notification Tasks (require Communication Tasks bundle) - Telephony Communications Tasks (require Communication Tasks bundle) - Media Communications Tasks (require Communication Tasks bundle) - Work Assignment Tasks (require Avaya Work Assignment Snap-in) - Context Store Task (requires Avaya Context Store Snap-in) - Real-Time Speech Search Tasks (require Avaya Real-Time Speech Snap-in) - Avaya Oceana Solution Tasks (require Avaya Oceana Solution) - ZangCloud Tasks (require ZangCloud Snap-in) - Transformation Tasks (require Communication Tasks bundle) March 2017 Avaya Engagement Designer Developer's Guide 13

14 Overview - Dynamic Tasks created independently by Engagement Designer task developers. The Variables node is a special un-connectable node in the WFD. It stores variables provided by the Start event for use in the WFD. Additionally, some tasks create data that can be stored by mapping it to the Variables node for use by subsequent tasks. The Properties node is also an un-connectable node in the WFD. Use it to define additional properties for the WFD that become snap-in attributes when the WFD is deployed. Engagement Designer supports BPMN Pools and Lanes for enhancing visual usability in a WFD. Add tasks to a Workflow Definition by selecting them from the palette on the left margin of the Engagement Designer interface. Drop them onto the canvas. All Workflow Definitions must have a Start event, End event, Variables node, and Properties node. Deploy Workflow Definitions directly from the Engagement Designer interface. Workflow Instance A Workflow Instance is created each time a Workflow Definition is invoked by a triggering event. Events that trigger a particular Workflow Definition are specified in the Start event. Accessing Engagement Designer Before you begin Engagement Designer must be deployed on Avaya Breeze. For deployment information, see Avaya Engagement Designer Reference. The computer used to access Engagement Designer must be able to resolve the Avaya Breeze FQDN to the IP address of the Avaya Breeze Security Module and the System Manager FQDN to the primary System Manager IP address. Do this through DNS or by modifying your local hosts file. Contact your system administrator for assistance. To create and save Workflow Definitions (WFDs) in Avaya Engagement Designer, users must have the following roles assigned: Workflow Designer Workflow Administrator Procedure Access Engagement Designer by one of the following methods. Enter the following address in your web browser : of the Avaya Breeze security module>/services/engagementdesigner/index.html. Enter your System Manager logon credentials. Note: The redirection URL should contain the FQDN of Avaya Breeze. If you are redirected to the System Manager logon URL, but the goto address URL query parameter contains the security module IP address rather than the FQDN of the Avaya Breeze server, you will receive a redirect loop error. Replace the IP address with the FQDN. March 2017 Avaya Engagement Designer Developer's Guide 14

15 Accessing Engagement Designer On System Manager navigate to Home > Elements > Avaya Breeze > Cluster Administration. In the row for the cluster where Engagement Designer is installed, click Select in the Service URL column. Select Designer Console URL. Note: If you receive a blank canvas without a palette, Engagement Designer did not install correctly. Install Engagement Designer again. March 2017 Avaya Engagement Designer Developer's Guide 15

16 Chapter 3: User interfaces Engagement Designer interface description There are five sections of the Engagement Designer interface: The toolbar The palette The canvas The zoom view The error pane The toolbar The toolbar displays along the top edge of the interface. Place your cursor over any tool in the toolbar to see a brief description of its purpose. The toolbar provides basic text formatting and display options. It also provides special Workflow Definition tools such as those to create, open, save, delete, preview, import, export, validate, deploy, and debug a Workflow Definition. You also turn BPMN pools and lanes on or off with a toolbar icon. The palette The palette displays along the left margin of the interface. It lists the tasks that can be dragged and dropped onto the canvas as part of a Workflow Definition. Tasks with common functions are divided into separate drawers that can be collapsed or expanded. The tasks that appear on your palette March 2017 Avaya Engagement Designer Developer's Guide 16

17 Administration Console description depend upon which task bundles have been deployed on Engagement Designer. For instructions for deploying additional task bundles on your system, see Avaya Engagement Designer Reference. The canvas The canvas is the section of the interface where the Workflow Definition displays as you build it. The canvas displays with a prepopulated Variables, Properties, and Start node. Drag tasks from the palette onto the canvas to create the Workflow Definition. When dragging tasks across the canvas, guidelines appear to aid in alignment. When you drag a node onto the canvas, it automatically snaps to the closest grid location. Use the Line Width, Line Type, and Round tools to change how connecting lines display on the canvas. The zoom view The zoom view shows all the canvas items in a small viewer in the lower- left corner of the interface, below the palette. It gives an overall perspective of the workflow. The error pane The error pane displays along the bottom edge of the interface only when you validate a Workflow Definition. It lists errors and warnings that result from the validation. Administration Console description Select from the four tabs on the Administration Console: Workflows Instances Event Catalog Bundles March 2017 Avaya Engagement Designer Developer's Guide 17

18 User interfaces Workflows The version number, description, and deployment status of each WFD, including the day the WFD was deployed. Select any workflow in the list, and select one of the following actions: Create Instance Creates an instance of the WFD. The instance appears in the Instances page, and can be viewed in the Instances Viewer. View Usage Shows the Service Profiles that are associated with the WFD. Undeploy Undeploys the WFD from System Manager. Properties Shows the properties associated with the workflow. Instances A list of all WFIs. If you set your global attributes in System Manager to delete completed instances, the list of WFIs includes only those instances that are still in progress. Select any Instance in the list, and select one of the following actions: Continue Causes an active WFI to continue to the next step. Terminate Terminates an active WFI. Delete Deletes any WFI. From this page you can also: Change the interval at which the Instances list refreshes by selecting a number of seconds from the Refresh menu. Select Purge All to delete all WFIs. Select Archival to archive the instances based on the schedule you configure. For additional information, see Archiving Workflow data on page 52. Select any WFI to view it in the instance viewer. Event Catalog A list of administered events. Select any event in the list, and select one of the following actions: View, Edit, or Delete. Also use this page to create new events. For additional information, see Event Catalog description on page 53. Bundles A list of task bundles deployed, or available to be deployed. Complete the following actions from this page: Select Upload to load a task bundle to Engagement Designer. Select Deploy to deploy the task bundle so that tasks are available on the Engagement Designer palette. Select Undeploy to remove tasks from the Engagement Designer palette. Select Download to download the task bundle to an alternate location. Select Delete to delete the task bundle from Engagement Designer. Select Export to SVAR to export the task bundle as an svar file. March 2017 Avaya Engagement Designer Developer's Guide 18

19 Administration Console description Related links Instance Viewer description on page 19 Instance Viewer description Use the Instance Viewer to track the execution path of a WFI. Click any instance in the list of instances on the Administration Console to open the Instance Viewer. The Instance Viewer shows the path the WFI took through the WFD nodes. Click any highlighted node for additional information. If the WFI has not completed, return to the Instances page, select the WFI, and click Continue. Return to the Instance Viewer to view the results. Nodes that have been completed are highlighted in green. Nodes that were visited but not completed are highlighted in orange. Nodes that have been cancelled are highlighted in purple. Nodes that have errors are highlighted in red. You can view an instance of a Create Process task by clicking the task in the Instance Viewer. If the task has executed, the process opens in a separate Instance Viewer tab. March 2017 Avaya Engagement Designer Developer's Guide 19

20 User interfaces Click an Intermediate Timer Event or Timeout Boundary Event to view the start time and expected end time. Related links Administration Console description on page 17 Creating a test instance of the Workflow Definition on page 46 March 2017 Avaya Engagement Designer Developer's Guide 20

21 Chapter 4: Data Mapping Data mapper description The data mapper manages the flow of data from the Start event through the different tasks of the Workflow Definition (WFD). The data arrives at the Start event from: An event administered in the Event Catalog An event created by the completion of another WFD A process created by a Create Process task A website or REST client Start events have an associated schema that describes the available data. Events from the Event Catalog arrive with a preset schema. For Events without a schema you can enter a schema in the Start event. For the data from the Start event to be available to tasks in the WFD, data must be passed from the Start event to the Variables node. The Variables node acts as a repository for the data that is passed from task to task through the WFD. Click Output Mapping on the Start properties window to map data from the Start event to the Variables node. The Start event output scheme is automatically mapped to the Variables node at the object level. You can change this mapping, or map specific values from the schema. Each time a task requires data from the Variables node, use Input Mapping on the task properties window to map data from the Variables node to the task. Likewise, a task may store data in the Variables node for use in subsequent tasks. Use Output Mapping on the task properties window to map this data to the Variables node. In this way, data from the start event is available throughout the WFD. And, data collected by tasks throughout the WFD is also available to other subsequent tasks in the WFD. When a Start event is triggered by a call or call intercepted event family, Engagement Designer automatically maps the UCID from the StartSchema for tasks that have the UCID in the task input schema. You can also modify the data that passes between the Variables node and other tasks in the WFD. Use the Data Transformation window to create an expression to change data for each data mapping connection. March 2017 Avaya Engagement Designer Developer's Guide 21

22 Data Mapping Note: If there are child-level mappings and object-level mappings, the object-level mapping takes precedence. Related links Transforming data on page 22 Mapping task data Procedure 1. Double-click the task to open the properties window. 2. Map data the task requires from the Variables node. a. Click Input Mapping. b. Place your cursor over an item in the variables list on the left side of the window until an arrow appears at the end of the item. c. Click on the arrow and drag it to align with its matching item in the task schema list on the right side of the window. d. When you have matched all the items you want to map to the task, click Save. 3. Map data the task saves to the Variables node. a. Click Output Mapping. b. Place your cursor over an item in the output schema list on the left side of the window until an arrow appears at the end of the item. c. Click on the arrow and drag it to align with its matching item in the variables list on the right side of the window. d. When you have matched all the items you want to map to the Variables node, click Save. Transforming data Procedure 1. On the task properties window, click Input Mapping or Output Mapping, depending upon which data you want to change. 2. Double-click the arrow that maps the task data to the variable to open the Expression Editor window. March 2017 Avaya Engagement Designer Developer's Guide 22

23 Data mapper description 3. Click the Functions tab to display the functions that can be used to transform the data. 4. Click any of the functions in the Functions list to add it to the Expression Box. Place your cursor over any function to read an explanation of its result. 5. Click to continue adding functions to build an expression that will manipulate the data. 6. Replace the parameters of the function with your values or variables. 7. Press Validate to test if the express you created is valid. 8. Click Save to save your changes and exit the Expression Editor window. 9. Click Save again to exit the Data Mapping window. March 2017 Avaya Engagement Designer Developer's Guide 23

24 Data Mapping Data Mapper validation The Data Mapper checks the validity of the mapping at the time the data mapping is done. It also checks existing data mapping in the WFD. It checks for the following conditions. Validation when mapping is created Variables of the same or different types can be mapped to each other. When different data types are mapped, a transformation expression is added implicitly to the mapping. For example, if a number is mapped to a string, the transformation expression is added. A data type with multiple objects can be mapped to: - Another multiple objects data type of the same data type. - To the same primitive data type variable. In this case, the first element of the multiple is assigned to the primitive it is mapped to. - Likewise, the same primitive data type can be mapped to a multiple. In this case, only the first element of the multiple is set. An output data variable can be mapped only once. If the already mapped output variable is used for mapping, an error displays. March 2017 Avaya Engagement Designer Developer's Guide 24

25 Data mapper description Source Variable Target Variable Mapping Implicit Conversion Function String String Yes n/a Additional Information String Number Yes parseint([string]) Returns numeric string value to integer. String Boolean No n/a String Object Yes JSON.parse([string] ) Converts string of JSON text into an object. String Multiple Strings Yes n/a Appends the String to target Multiple Strings. String Multiple of other type No Number String Yes [Number].toString() Returns a numeric string. Number Number Yes n/a Number Boolean Yes Boolean([Number]) Return false if passed number is zero and returns true if passed number is not zero. Number Object No n/a Number Multiple Numbers Yes n/a Append the source number to target Multiple Numbers. Number Multiple of other type No Boolean String Yes [Boolean].toString() Returns a string. "true" / "false" Boolean Number Yes Number([Boolean]) Return numeric value 1, if we pass true and return 0 if we pass false. Boolean Boolean Yes n/a Boolean Object No n/a Boolean Multiple Booleans Yes n/a Appends source Boolean variable to target Multiple Booleans n/a n/a Table continues March 2017 Avaya Engagement Designer Developer's Guide 25

26 Data Mapping Boolean Multiple of other type Object String Yes JSON.stringify([Obj ect]) Object Number No n/a Object Boolean No n/a No n/a Returns string of JSON text from an object. Object Object Yes n/a Mapping is valid for all cases, but values are transferred if same name of subvariables are present on both sides. Object Multiple Objects Yes n/a Appends source variable to target Multiple Objects. Object Multiple of other type No Multiple Strings String Yes n/a Passes the first element of the Multiple Strings into the target String. Multiple Strings other data type No n/a n/a You can assign an index to the source variable to pass a specific value to the target. Multiple Numbers Number Yes n/a Passes the first element of the Multiple Numbers into the target number. Multiple Numbers other data type No n/a You can assign an index to the source variable to pass a specific value to the target. Table continues March 2017 Avaya Engagement Designer Developer's Guide 26

27 Data mapper description Multiple Booleans Boolean Yes n/a Passes the first element of the Multiple Booleans into the target. Multiple Booleans other data type No n/a Multiple objects Object Yes n/a Multiple objects other data type No n/a Object to object mapping You can assign an index to the source variable to pass a specific value to the target. Passes the first element of the Multiple Objects into the target variable. You can assign an index to the source variable to pass a specific value to the target. Mapping between objects is valid only if the structure of the source object is the same as the structure of the target object. In the following example, the mapping is not valid. The two objects contain different attributes. Validation of existing mapping Source of target missing from existing mapping error message displays under the following conditions: If the schema used for mapping is deleted or modified. If the data properties of the schema used for mapping are updated. March 2017 Avaya Engagement Designer Developer's Guide 27

28 Data Mapping Mapping special cases Mapping between multiple object strings and multiple strings A result set may have multiple objects, each with a single string. This string variable can be mapped to a multiple of the same variable. In the following example, the string from multiple objects is mapped to the recipient multiple strings. This mapping passes all the addresses from the result set in the form multiple strings. For example, the following result set would result in the target variable: ["smith@mycompany.com","thomas@mycompany.com","jones@mycompany.com"] Uid firstname lastname Mobile 1 Rachel Smith smith@mycompany.com 2 Robert Thomas thomas@mycompa ny.com 3 John Jones jones@mycompany.com Mapping between multiple object strings and string A result set may have multiple objects, each with a single string. This string variable can be mapped to a single string variable. In the following example, the string from multiple objects is mapped to the recipient string. This mapping passes a single addresses from the result set to the string. For example, the previous result set would result in the target variable: ["smith@mycompany.com"] You can select a specific string from the result set by entering the index value in the Expression Editor. March 2017 Avaya Engagement Designer Developer's Guide 28

29 Data mapper description March 2017 Avaya Engagement Designer Developer's Guide 29

30 Chapter 5: Pools and Lanes Pools and Lanes descriptions Pools and Lanes are a BPMN construct intended to improve the visual usability of a Workflow Definition. They segment and clarify the different processes and participants of the WFD. See the BPMN 2.0 standard for an explanation of the best practices in using Pools and Lanes. The Pools and Lanes have no effect on the execution of the WFD. They are just a visual representation of the workflow. Pools and Lanes are initiated by clicking the Turn BPMN Pool and Lanes On/Off icon on the toolbar. This action adds a BPMN drawer to the palette, and adds a default Pool and Lane to the canvas. Use the Lane task to add Lanes to the default Pool. The following guidelines and constraints apply to the use of Pools and Lanes: There is only one pool per workflow. It can contain as many lanes as required. The single default pool cannot be deleted from the workflow. Lanes can be deleted. When a Lane is deleted, the nodes inside the lane are also deleted. If a Lane contains a Variables node or Start event, it cannot be deleted. Tasks and other nodes can be placed anywhere in any lane, or anywhere outside of the pool. Nodes cannot be placed outside of a lane, but inside of the pool. When a pool is re-sized, the lanes inside the pool automatically re-size. You can connect nodes across lanes or from inside the lane to outside of the pool and vice versa. Nodes can be copied and pasted across the lanes using the clipboard operations. Adding a Pool and Lanes to a WFD Procedure 1. Click the Turn BPMN Pool and Lanes On/Off icon on the toolbar. A BPMN drawer appears on the palette, and a default Pool and Lane appear on the canvas. 2. Optionally double-click the Default Pool and Default Lane, and add a name in the Label field. 3. Drag the Lane task onto the canvas, placing it inside the default pool. March 2017 Avaya Engagement Designer Developer's Guide 30

31 Adding a Pool and Lanes to a WFD You must place the Lane inside the Pool, not inside the existing Default Lane. 4. Continue adding the required number of Lanes to the Pool. The Pool can contain as many lanes as required. 5. Double-click added Lanes and type a name in the Label field. 6. Add tasks and other nodes from the palette to the appropriate Lanes. Tasks and other nodes can be placed anywhere in any lane, or anywhere outside of the pool. 7. Connect the tasks and construct the WFD as you normally would. You can connect nodes across lanes or from inside the lane to outside of the pool and vice versa. March 2017 Avaya Engagement Designer Developer's Guide 31

32 Chapter 6: Create, edit, or delete a Workflow Definition Defining a Start event The Start event determines when a Workflow Definition (WFD) is invoked. It specifies the data that the external event must provide to the WFD for the workflow to successfully execute. It also defines the schema, in JSON format, for the data received. A WFD can be triggered in different ways, for example by: an event administered in the Event Catalog A Create Process task in a WFI of another WFD a website or REST client A schedule administered on the Start properties window The Start event specifies which of these events invokes the WFD. Procedure 1. On the toolbar, click the New Workflow icon to clear the canvas. 2. A Start event is prepopulated on the canvas. 3. Double-click the Start event. 4. In the Label field, type the name of the event that invokes the WFD. 5. Select the triggering event or schedule. For a WFD triggered by an Event Catalog event, select the Event family, Event Type, and Event version. For a scheduled Start event, click the Schedule checkbox and select the frequency and recurrence. For WFDs triggered by a website, REST client, or Create Process task, leave these fields blank. 6. For a WFD triggered by a Event Catalog event, the JSON schema populates automatically for the selected event. Click the Show checkbox to view the schema. 7. For a Start event that does not have an Event Family and Event Type, or is not scheduled, in the Output Schema field, enter the JSON schema. March 2017 Avaya Engagement Designer Developer's Guide 32

33 Defining a Start event 8. Select True or False for the Service profile needed depending upon whether your WFD will be automatically invoked for a user who has been assigned to a specific Avaya Breeze Service Profile. You will select the Service Profile for the WFD when you deploy the WFD. 9. Click OK. If you receive a JSON schema error, review the JSON schema validation criteria. Related links Scheduling a Start event on page 33 Scheduling a Start event Procedure 1. Double-click the Start event. 2. Click the Schedule checkbox to select it. The Schedule window launches. When you elect to schedule execution, all other properties in the window are disabled. 3. Select the frequency for the execution of the WFD in the Recurrence Pattern window. 4. Select the date and time for the WFD to execute. 5. For WFD s that will execute more than once, enter the frequency, start and end parameters. Related links Defining a Start event on page 32 March 2017 Avaya Engagement Designer Developer's Guide 33

34 Create, edit, or delete a Workflow Definition Mapping Start event output variables The Variables node stores information that is required for the different tasks that are part of a Workflow Definition (WFD). Tasks can either use data from the Variables node or pass information to the Variables node for use in subsequent tasks. Input mapping for a task inputs the values from the Variables node to the task. Output mapping for a task outputs the values from the task to the Variables node. The output of the Start event is mapped to the automatically created variable startschema by default. To change this default mapping, complete the following procedure. Procedure 1. On the canvas, double-click the Start event then click Output Mapping. 2. Place your cursor over an item in the output schema list until an arrow appears at the end of the item. 3. Click the arrow and drag it to align with its matching item in the Variables node list. 4. When you have matched all the items you want to map to the Variables node, click Save. 5. Click OK. Adding a task Procedure 1. On the palette, click a task to add to the Workflow Definition (WFD). Drag the task to its correct location on the canvas. 2. Double-click the task. 3. To replace the default value for the label that appears beneath the task, in the Label field type a unique name for the task. The Label field can contain only alphanumeric characters. 4. Enter values for the task properties as required for different tasks. 5. Optionally, click Repeated execution and enter the values to repeat execution of the task. 6. Map data the task requires from the Variables node. For example: a. Click Input Mapping. b. Click the + sign on the StartSchema list to display its variables. c. Place your cursor over an item in the StartSchema list until an arrow appears at the end of the item. d. Click the arrow and drag it to align with its matching item in the task schema list. e. When you have matched all the items you want to map to the task, click Save. March 2017 Avaya Engagement Designer Developer's Guide 34

35 Adding a task 7. Map data the task saves to the Variables node. For example: a. Click Output Mapping. b. Click the + sign on the StartSchema list to display its variables. c. Place your cursor over an item in the task output schema list until an arrow appears at the end of the item. d. Click the arrow and drag it to align with its matching item in the StartSchema list. e. When you have matched all the items you want to map to the Variables node, click Save. 8. Make changes to the data that passes between the task and the Variables node. a. Click Input Mapping or Output Mapping, depending upon which data you want to change. b. Double-click the arrow that connects the task data to the variable. c. Use the functions in the Functions list to build an expression that will manipulate the data. Place your cursor over any function to read an explanation of its result. d. Press Validate to test if the express you created is valid. e. Click Save to save your changes and exit the Data Transformation window. f. Click Save again to exit the Data Mapping window. 9. Click OK. 10. Connect the Start event or preceding task to this task by placing your cursor on the task. Click the arrow in the task, and drag it to this task. Next steps If this task follows a gateway, if needed, assign data conditions to the connectors that point to this task. Related links Repeating execution on page 35 Task synchronicity on page 37 Transforming data on page 22 Adding conditions to connectors on page 57 Data mapper description on page 21 Repeating execution The Repeated execution selection on a task properties window causes the task to repeat. The number of times the task repeats is based on the array you choose to loop. Use the Repeated Execution function to create a virtual loop, thereby avoiding the need to create multiple nodes and March 2017 Avaya Engagement Designer Developer's Guide 35

36 Create, edit, or delete a Workflow Definition conditions to create an actual loop in a WFD. When Repeated Execution is active for a task, the task is flagged with a loop symbol on the canvas. Procedure 1. On the task properties window, click Repeated execution. 2. Click the Loop execution box. 3. Select the Array to loop from the drop-down list. 4. Click OK. Example Loop Execution for a Send task using an array with 100 elements, each of which is an address. The Send task will repeat 100 times using one address from the array each time. March 2017 Avaya Engagement Designer Developer's Guide 36

37 Completing the Workflow Definition Task synchronicity Tasks can be either synchronous or asynchronous. Synchronous tasks A synchronous task executes at one time, without pause. Do not attach a Boundary Event to a synchronous task. Because the synchronous task never pauses, the Boundary Event would have no effect. Asynchronous tasks An asynchronous task pauses before it completes. Part of its functionality is executed by another component in the system, other than the WFD. For example, the Receive task is asynchronous. It causes the WFI to wait for another event. While an asynchronous task is paused, it can respond to instructions from a Boundary Event. You can place only four Boundary Events on each asynchronous task. Completing the Workflow Definition Procedure 1. On the palette, click the End event or Terminate event and drag it to its correct location on the canvas. Use the Terminate event in a workflow with multiple End events when you want the other paths in the Workflow Definition to stop as soon as the Workflow Instance reaches the Terminate event. 2. Double-click the End event. 3. In the Label field, type the name of the event. 4. If the results of this WFD can be used as a Start Event for another workflow, enter the Event family, Event type, Event version, and Input schema required for the triggered WFD in the properties window. 5. Click OK. 6. Connect the final task to the End event by placing your cursor on the task. Click the arrow in the task, and drag it to the End event. 7. In the toolbar, click the Save Workflow icon. 8. Select the folder where you want to save your WFD, or click Create New Folder and enter a folder name to create a new folder for your WFD. 9. In the Workflow field, type a name for the WFD, and click Save. 10. Validate the WFD by clicking the Validate Workflow icon in the toolbar. March 2017 Avaya Engagement Designer Developer's Guide 37

38 Create, edit, or delete a Workflow Definition 11. Correct for Errors and Warnings displayed below the canvas. Save the WFD again after changes. Next steps Debug the WFD before you deploy it. Related links Debugger description on page 41 Deploying the Workflow Definition Procedure 1. Open the Workflow Definition (WFD) in the canvas by clicking the Open Workflow icon on the toolbar. Select the WFD name, and click Open. 2. Click the Deploy Workflow icon on the toolbar. 3. Optionally, change the File Name and Version for the WFD. Default values are provided for both fields. A File Name and Version are required. 4. Optionally, type a description of the WFD. Description is not a required field. 5. Optionally, select a Service Profile for the WFD. This is the Service Profile assigned to the users for whom you want the WFD invoked. The Service Profile must already be administered in System Manager. For additional Service Profile information, see Administering Avaya Breeze. 6. If you added properties to the Properties node for the WFD, optionally change the value associated with the property name. 7. Optionally, select a User Pattern for the WFD. 8. Click OK. Engagement Designer creates a.svar snap-in file, which automatically loads and installs on every Avaya Breeze node in the cluster where the Workflow Engine (WFE) snap-in is installed. The snap-in is automatically added to the selected Service Profile as the Preferred version. An acknowledgement window displays the status of the deployment. Editing a Workflow Definition Workflow Definitions (WFD) are stored on System Manager. Procedure 1. Open the Workflow Definition (WFD) in the canvas by clicking the Open Workflow icon on the toolbar. Select the WFD name, and click Open. March 2017 Avaya Engagement Designer Developer's Guide 38

39 Deleting a Workflow Definition 2. Make changes to the Workflow Definition. 3. Save the Workflow. To save the Workflow Definition with the same name, click the Save Workflow icon. To save the Workflow Definition with a different name, click the Save As icon. Type a Workflow name and click Save. Deleting a Workflow Definition Use this procedure to delete a draft Workflow Definition (WFD) that has been saved. The procedure does not delete WFDs that have been deployed. Procedure 1. Click the Delete Workflow icon on the toolbar. 2. From the displayed list, select the WFD to delete. 3. Click Delete to delete the selected WFD. 4. Click Yes to confirm the deletion. Deleting a deployed Workflow Definition About this task Use this procedure to delete a Workflow Definition (WFD) that has been deployed to System Manager. The procedure uninstalls the WFD from System Manager, removes associated subscriptions, and deletes the WFD from the Engagement Designer database. Procedure 1. Click Admin Console on the toolbar to access the Engagement Designer administration console. 2. On the Workflows tab, click the checkbox of the WFD that you want to remove from System Manager. 3. Click Undeploy. 4. Click OK to undeploy the selected workflow. March 2017 Avaya Engagement Designer Developer's Guide 39

40 Create, edit, or delete a Workflow Definition Deleting Workflow Instances About this task Use this procedure to delete a Workflow Instance (WFI) or to purge all WFIs. Procedure 1. Click Admin Console on the toolbar to access the Engagement Designer administration console. 2. To delete one or multiple WFIs, on the Instances tab, click the checkbox of the WFIs that you want to delete. 3. Click Delete. 4. Click OK to confirm the deletion. 5. To purge all WFIs, on the Instances tab, click Purge All. 6. Click OK to confirm the purge. March 2017 Avaya Engagement Designer Developer's Guide 40

41 Chapter 7: Debug a Workflow Definition Debugger description Overview Use the debugger to run and verify operation of a Workflow Definition without deploying it. Specify the payload, and step through each task or other node as the WFD executes. Inspect the variables and payload for each task as it runs and modify these variables while debugging. When the debugger stops execution of a node, it shows the state of the node based on the following color scheme: Green executed node Orange active node Purple canceled node Red failed node Debugging a call-intercept WFD If you are debugging a WFD with a call intercept event family specified in the Start event, the debugger uses a WebRTC call for the debug session. The system: Deploys the WFD. Creates the debug Service Profile. Assigns the WFD to the Service Profile. Creates the implicit user profile for calling and called address so that the inbound call will be able to create the debug instance of the WFD. Makes a WebRTC call using the calling and called addresses from Engagement Designer. Displays a dial pad when the call is connected. The dial pad can be used for debugging Play and Collect tasks that expect DTMF tones. It also allows you to drop the call if required. To debug call-intercept WFDs, you must configure the following Engagement Designer attributes on System Manager. On System Manager go to Elements > Avaya Breeze > Configuration > Attributes, select the Service Clusters or Service Globals tab, and from the Service pull-down menu, select Engagement Designer. Debugger Service Profile Service Profile name used for debugging the WFD. WebRTC Debugger called address Called address for making the inbound WebRTC call. WebRTC Debugger caller address Caller address for making the inbound WebRTC call. WebRTC Server URL Location of the WebRTC server. March 2017 Avaya Engagement Designer Developer's Guide 41

42 Debug a Workflow Definition When you debug a call-intercept WFD, Engagement Designer deploys a WFD with the name webrtc_debugger_workflow<cluster Name>. This WFD is for WebRTC debugging and should not be undeployed. Debugger toolbar Use the debugger toolbar to manage execution of the debugging process. Place your cursor over any icon in the toolbar to see its function. The toolbar provides the following functions from left to right: Stop debugging Continue debugging Resumes debugging from the node where debugging stopped and continues to execute nodes until it reaches a node where a breakpoint is set. Step over Executes the current node where debugging stopped and then stops at the next node. Add breakpoint Add a breakpoint to a node to stop execution at that node. A red circle indicates notes that have breakpoints attached. Remove breakpoint Refresh Debugging a Workflow Definition About this task Complete this task to verify operation of a WFD before deploying it. Before you begin To debug a call-intercept WFD, you must install and configure the WebRTC Snap-in. For more information, see Avaya WebRTC Snap-in Reference. Procedure 1. On the toolbar, click the Start debugging icon. If an output schema is specified in the Start event, a window displays for the required input data for the WFD. March 2017 Avaya Engagement Designer Developer's Guide 42

43 Debugging a Workflow Definition 2. In the input data window, enter the information required for the WFD to execute, and click Start debugging. The debugger steps through each node on the WFD. The designer is in read-only mode while the debugger runs. You will not be able to modify the workflow. The Debugger Console displays on the right side of the canvas. When the debugger stops execution at a node, a color code indicates the state of the node. The Debugger Console displays information about the highlighted node. March 2017 Avaya Engagement Designer Developer's Guide 43

44 Debug a Workflow Definition 3. Optionally change variable values for the node. a. Click Expand next to the variables you want to change. b. Type the new information for each variable. c. Click Collapse to close the variables list. You cannot edit the system variables. 4. Optionally add a breakpoint to a node by highlighting the node and clicking the Add Breakpoint icon on the debugger toolbar. A breakpoint causes WFD execution to pause at the node during debugging. 5. Continue debugging the WFD. Click the Continue icon in the debugging toolbar to resume debugging and continue to execute nodes until the debugger reaches a node where a breakpoint is set March 2017 Avaya Engagement Designer Developer's Guide 44

45 Debugging a Workflow Definition Click the Step over icon in the debugging toolbar to resume debugging and continue to the next node. 6. Click on a completed task to view its output data in the Debugger Console. 7. When you have finished debugging the WFD, click the Stop icon in the debugging toolbar. March 2017 Avaya Engagement Designer Developer's Guide 45

46 Chapter 8: Test a Workflow Definition Creating a test instance of the Workflow Definition Before you begin The WFD you are testing must be deployed to Avaya Breeze. Procedure 1. Click Admin Console on the toolbar to access the Engagement Designer administration console. 2. On the Workflows tab, click the box in front of the WFD. 3. Click Create Instance. 4. Enter values for all the fields in the Create Instance popup box. You may need to scroll to see all the values in the box. 5. Click OK. 6. Click the Instances tab at the top of the page. You can change the interval rate at which the Instances tab refreshes the list of WFIs by selecting a number of seconds from the Refresh menu. The default refresh interval is 30 seconds. If your WFD executed successfully, Completed displays in the State column. 7. Click the instance to view additional information. Nodes that have errors are highlighted in red. 8. Click any highlighted node for details about what caused the error. Related links Instance Viewer description on page 19 Verifying Workflow Definition status This procedure checks the status of the Workflow Definitions (WFD) using the Engagement Designer administration interface. You can also check the deployment status of a WFD on the March 2017 Avaya Engagement Designer Developer's Guide 46

47 Verifying Workflow Instance status Avaya Breeze Service Management page. For more information, see Administering Avaya Breeze. Procedure 1. Click Admin Console on the toolbar to access the Engagement Designer administration console. 2. Click the Workflows tab. The web page shows the version number, description and deployment status of each WFD, including the date the WFD was deployed. Verifying Workflow Instance status This procedure checks the status of a single Workflow Instance (WFI) of the Workflow Definition. Procedure 1. Click Admin Console on the toolbar to access the Engagement Designer administration console. 2. Click the Instances tab. You can change the interval rate at which the Instances tab refreshes the list of WFIs by selecting a number of seconds from the Refresh menu. 3. To view the WFI status in the Graphical Instance Viewer, click an instance. If you set your global attributes in System Manager to delete completed instances, the list of WFIs includes only those instances that are still in progress. The web page shows a graphical representation of the status of the WFI. Nodes that have been completed are highlighted in green. Nodes that were visited but not completed are highlighted in orange. Nodes that have been cancelled are highlighted in purple. Nodes that have errors are highlighted in red. 4. Click on a highlighted node to view additional information. March 2017 Avaya Engagement Designer Developer's Guide 47

48 Chapter 9: Import or export a Workflow Definition Exporting a Workflow Definition as a file Procedure 1. Open the Workflow Definition (WFD) in the canvas by clicking the Open Workflow icon on the toolbar. Select the WFD name, and click Open. 2. Click the Export Workflow to File icon on the toolbar. The WFD saves with the extension type of.xml to your computer. With Chrome or Firefox, the file is saved in the download folder with the name <workflow name>.xml. With Internet Explorer, you can choose any name to save the workflow. Exporting a Workflow Definition as an svar package Procedure 1. Open the Workflow Definition (WFD) in the canvas by clicking the Open Workflow icon on the toolbar. Select the WFD name, and click Open. 2. Click the Export Workflow as Package icon on the toolbar. 3. Enter a File Name, Version, and Description for the package. 4. Click OK. Engagement Designer saves the WFD with the extension type of.svar to your computer. Importing a Workflow Definition from an XML file Procedure 1. On the toolbar, click the New Workflow icon to clear the canvas. 2. On the toolbar, click Import Workflow From File. March 2017 Avaya Engagement Designer Developer's Guide 48

49 Importing a Workflow Definition from an svar file 3. For Internet Explorer complete the following steps: a. In Notepad open the.xml file that was exported and that contains the Workflow Definition (WFD) code. b. Copy the XML code from the file and paste it into the Popup Window. c. Click Import. The WFD displays on the canvas. 4. For other browsers complete the following steps: a. Click Choose File and select the xml file to import. b. Click Import. The WFD displays on the canvas. 5. In the toolbar, click the Save Workflow icon. 6. In the Workflow field, type a name for the WFD, and click Save. Importing a Workflow Definition from an svar file Procedure 1. Before you can access the Workflow Definition XML code within the svar file, you must unzip the contents of the svar. Open the svar file in WinZip or another program that can unzip the file. There are several files within the svar. 2. Select the zip file inside the svar and unzip that. 3. For Internet Explorer complete the following steps: a. Open the.xml file that is contained in the zip file in Notepad. b. On the Engagement Designer toolbar, click the New Workflow icon to clear the canvas. c. On the toolbar, click Import Workflow from File. d. Copy the XML code from the xml file in the svar and paste it into the Popup Window. e. Click Import. The WFD displays on the canvas. 4. For other browsers complete the following steps: a. On the toolbar, click Import Workflow from File. b. Click Choose File and select the xml file to import. c. Click Import. The WFD displays on the canvas. March 2017 Avaya Engagement Designer Developer's Guide 49

50 Import or export a Workflow Definition 5. In the toolbar, click the Save Workflow icon. 6. In the Workflow field, type a name for the WFD, and click Save. March 2017 Avaya Engagement Designer Developer's Guide 50

51 Chapter 10: Archive Workflow Data Configuring archival attributes About this task Use this procedure to configure fields in System Manager that determine the location and duration of the archive. Procedure 1. On System Manager navigate to Elements > Avaya Breeze > Configuration > Attributes. 2. Select the Engagement Designer attributes globally or for a cluster. Complete one of the following action. Select the Service Globals tab. From the Service drop-down menu, select Engagement Designer. Select the Service Clusters tab. From the Cluster drop-down select the cluster where Engagement Designer in installed. From the Service drop-down menu, select Engagement Designer. 3. For Archival before deletion, set to true if you want instances to be archived before deletion. If set to false, they will not be archived before deletion, 4. For Directory path on the server where the workflow instances will be archived, verify or enter a path for the archive to be saved. The folder must have hadb permission. For example, if you create a folder csvarchive, assign permission as: chown hadb:susers csvarchive/. 5. For Number of days the data user want to retain, enter the number of days to retain the WFDs. 6. For Number of days the user want to retain active instances, enter the number of days to retain the WFDs. 7. For Number of days the user want to retain archival run summary, enter the number of days to retain the WFDs. 8. For Number of days the user want to retain error instances, enter the number of days to retain the WFDs. 9. Click Commit to save your changes. March 2017 Avaya Engagement Designer Developer's Guide 51

52 Archive Workflow Data Archiving Workflow data About this task This procedure creates an archive of workflows that are active, have completed or have failed. The Cron expression runs the scheduler after the set interval to check if the archive has been updated based on the properties defined in the Engagement Designer attributes. If the archive has been updated, no action is taken. However, if the archive has not been updated, the archive is checked again after one interval and an update is scheduled if required. Before you begin Verify or revise the archive attributes set on System Manager. Procedure 1. Click Admin Console on the toolbar to access the Engagement Designer administration console. 2. On the Instances tab, click Archival. 3. In the Archival scheduling field, type the Cron expression that describes the schedule for archiving. For example, enter 0 0/15 * 1/1 *? * to set the archive for every fifteen minutes. This is a global setting. It is not necessary to set the schedule separately for each node in the cluster as long as all the nodes share the same workflow-related databases. 4. Click Save Cron. Restoring archived data About this task Use this procedure to restore archived data to the database. Procedure 1. Logon to Avaya Breeze. 2. Execute the command sh/home/wsuser/restoreedarchive.sh. 3. When prompted for the archival directory, type the directory where the archival files reside. When the script completes, the archived data is restored to the database and the instances display on the administration console. March 2017 Avaya Engagement Designer Developer's Guide 52

53 Chapter 11: Event Catalog Event Catalog description The Event Catalog provides a central repository for known events in Avaya Breeze. Some event definitions are predefined data in the catalog. Predefined events in the catalog can not be revised. However, you can add new events to the catalog using the Engagement Designer administration interface. The event mechanism works based on a producer-consumer model between the snap-ins. An event represents a state change between the producer and consumer. A producer snap-in and a consumer snap-in may agree to an event definition and pass events conforming to that definition between themselves. However, the event catalog acts as the master repository for all events that will be available between the Avaya Breeze platform and Engagement Designer. An event definition in the catalog must include a schema definition with which the event payload will be exchanged between the producer and consumer. Events are grouped by families. Examples of event families are: Call - events that are related to calls processed by Avaya Breeze. System - events of interest to snap-ins that the system generates. For example, an event will notify the Workflow Engine that a Workflow Definition has been installed on Avaya Breeze. Eventing - events of importance to consumers from the Eventing Framework. Currently there is a single event that notifies a consumer when one of its subscriptions is about to expired. A family is made up of one or more events. For example, the Call family contains the following five events: CALL_OFFERED_FROM_CALLING_PARTY OFFERING_CALL_TO_CALLED_PARTY CALL_ALERTING CALL_ANSWERED CALL_ENDED Avaya Breeze notifies the WFE when the event happens. The Events Catalog lists events that initiate activity in a Workflow Instance (WFI). For example, a CALL_ALERTING event could be used to initiate an instance of a Workflow Definition (WFD). Likewise, a CALL_ANSWERED event could be used with a Message Boundary Event to let a WFI continue processing when a call is answered. March 2017 Avaya Engagement Designer Developer's Guide 53

54 Event Catalog Creating an Event Catalog Procedure 1. Click Admin Console on the toolbar to access the Engagement Designer administration console. 2. Click the Event Catalog tab. 3. Click Create. 4. Enter the details of the event catalog. Click JSON Schema Editor if necessary to create the JSON schema for the Event Catalog. 5. Click OK to create the new Event Catalog. Event catalog field descriptions Name Family Family Display Name Event Type Event Type Display Name Version Schema Name Schema Description The family to which the event belongs. The name of the Event Catalog family as it is displayed in the Avaya Engagement Designer. The type of the event. The name of the Event Catalog type as it is displayed in the Avaya Engagement Designer. The version of the event. The name of the event schema. You can use the same schema for multiple event types. The schema. Event Mapper Use the Event Mapper to attached rules to events that launch Workflow Definitions. The rules allow you to vary which WFDs launch based on information passed to the WFDs from the initiating event schema. For example, for an event type of CALL_INTERCEPT_FROM_CALLING_PARTY, you could establish rules where calls from different area codes, or calls made at different times of day, trigger different workflows. A rule can apply to one or multiple WFDs. Here is another example. Assume the ROUTE_CONTACT event contains the three variables Channel, WorkflowName, and Routepoint. And assume the workflows A, B, C, and D subscribe to the ROUTE_CONTACT event in the Start event. You can create rules that specify: If Channel = then launch WFD A March 2017 Avaya Engagement Designer Developer's Guide 54

55 Mapping events If Routepoint = 5555 then launch WFD B If Routepoint = 555 and Workflowname = John then launch WFD C If Channel = and Workflowname = John then launch WFD D If no rules are defined for an event, the event launches any WFD that has the event in their Start event. If at least one rule is defined for an event and there is no match to the rule, no WFDs are triggered. Mapping events Before you begin For Call-intercept events to work with the rule mapper, Engagement Designer must be in the Service Profile of the user. Procedure 1. Click Admin Console on the toolbar to access the Engagement Designer administration console. 2. Click the Event Catalog tab. 3. Select the event for which you are creating a rule, and click Edit. 4. In the Rules row, click Rules Editor. 5. Click Create. 6. Select from the Variables, Operators, and Functions to construct the rule in the Expression window. Place your cursor over any function to read its description. 7. Click in the Workflows window to display a list of WFD to which the rule can apply. 8. Select one or multiple WFDs to be triggered when this rule is met. 9. Click Save. An error message appears if the rule is not valid. 10. Click OK when finished. March 2017 Avaya Engagement Designer Developer's Guide 55

56 Chapter 12: Connectors Connectors description Connectors connect the tasks, events and gateways that are part of the Workflow Definition (WFD). Arrows at the end of the connectors indicate the direction of the flow through the WFD. You can assign data conditions to a connector that goes from an Exclusive Gateway or Inclusive Gateway to a task. These conditions determine when or if a WFI can follow the path marked by the connector. Connector properties Connectors have different properties depending upon where they are linked from: An exclusive or inclusive gateway - Label A name for the connector that appears above the connector on the canvas. - Sequence number Indicates the order in which to consider the conditions assigned to the connector. For example, a Sequence number of 1 would indicate this is the preferred path from the gateway. If a Sequence Number is not entered, the connector conditions will be considered in the order in which the connectors were drawn. - Display condition The expression that describes the conditions you want met if the WFI is to use this path. A parallel gateway - Label A name for the connector that appears above the connector on the canvas. - Sequence number Indicates the order in which to consider the conditions assigned to the connector. For example, a Sequence number of 1 would indicate this is the preferred path from the gateway. If a Sequence Number is not entered, the connector conditions will be considered in the order in which the connectors were drawn. Any other task type - Label A name for the connector that appears above the connector on the canvas. Changing the appearance of a connector Use the following tools on the toolbar to alter the appearance of the connectors. Tool Line Width Line Type Function Allows you to select a pre-defined or custom width in pixels for the connector lines. Toggles between a dashed or unbroken line for the connector. Table continues March 2017 Avaya Engagement Designer Developer's Guide 56

57 Adding conditions to connectors Tool Round Function Toggles between round or square corners for the connector. Adding conditions to connectors Assign conditions only to connectors from Exclusive and Inclusive Gateways. By assigning conditions to connectors, you can limit the circumstances under which a Workflow Instance (WFI) will follow a given path in the Workflow Definition (WFD). Used in combination with Exclusive and Inclusive Gateways, the connector conditions determine which paths the WFI must or can take. Do not apply conditions to connectors from Parallel Gateways since all paths are taken unconditionally. Procedure 1. Select the connector, double-click it, and select Properties. 2. Type a Label for the connector. The label appears over the connector on the canvas. 3. Add a sequence number indicating the order in which the path should be attempted. 4. Click Condition. 5. In the Editor Window, build the expression that describes the conditions you want met if the WFI is to use this path. For example, the expression StartSchema[ callingparty ][ handle ]== "29090" would allow a WFI to take this path only if the calling party extension was Click Validate to test if the expression is valid. 7. When the expression tests as valid, click Save. 8. Click OK to close the Connection properties window. March 2017 Avaya Engagement Designer Developer's Guide 57

58 Chapter 13: Events Events description An Event is an occurrence defined in the Workflow Definition (WFD) that happens during a business process. Events affect the flow of the process. There are seven types of Events available with Engagement Designer: Start End Terminate Interrupt Intermediate Timer Event Message Boundary Event Error Boundary Event Timeout Boundary Event Start event The Start event indicates the beginning of the Workflow Definition (WFD). A WFD must have a Start event. The Start event is triggered by one of the following: An event administered in the Event Catalog. An event created by the completion of another WFD. Designate the Event Family, Event type and Event version administered in the End event of the triggering WFD. A process created by a Create Process task in a different WFD. A website or REST client. A schedule administered on the Start properties window. Access the Start properties window by double-clicking the Start event. For Event Catalog events, the Start event receives data from the triggering event based on the JSON schema administered for that event in the Event Catalog. March 2017 Avaya Engagement Designer Developer's Guide 58

59 End event Determine the data that is passed from the Start event to the Variables node by completing the Output Mapping from the Start properties window. Start event properties In the following list, Event family, Event type, and Event version are mandatory fields when the WFD goes into production. These fields pick up the event definition from the Event Catalog. However, when the WFD is under development, you can define your own event schema by entering the schema in the Output schema field. Then test the event flow mechanism using REST calls. Schedule Click to enable the use of a schedule to execute the WFD. Schedule options The date, time, and frequency for executing the WFD. Event family The event family as specified in the Event Catalog. Event type The event type as specified in the Event Catalog. Event version The event version as specified in the Event Catalog. Output schema The schema used to transmit data from the event to the Variables node. Service Profile Needed Set to True to have this WFD kick off only for a user who has a Service Profile with this WFD assigned to them on System Manager. Match Workflow Check this box to invoke the WFD only if the event has metadata workflowname=<name of the workflow>. End event An End event indicates the end of a workflow or a path in a workflow. In a WFD with multiple paths with different end points, when an End event is reached, it will not terminate the Workflow Instance. Paths leading to other End events continue. If the results of this WFD will be used as a Start event for another workflow, enter the Event family, Event type, Event version, and Input schema required for the triggered WFD. You can also use the Input Mapping function to map variables from data collected by the WFD. End event properties Event family The event family as specified in the Event Catalog. Event type The event type as specified in the Event Catalog. Event version The event version as specified in the Event Catalog. Input schema The schema used to transmit data to another Start event for a triggered WFD. Terminate event A Terminate event indicates the end of a workflow or a path in a workflow. In a WFD with multiple paths with different end points, when a Terminate event is reached, it ends the Workflow Instance. Paths leading to other End events stop. March 2017 Avaya Engagement Designer Developer's Guide 59

60 Events If the results of this WFD will be used as a Start event for another workflow, enter the Event family, Event type, Event version, and Input schema required for the triggered WFD. You can also use the Input Mapping function to map variables from data collected by the WFD. Terminate event properties Event family The event family as specified in the Event Catalog. Event type The event type as specified in the Event Catalog. Event version The event version as specified in the Event Catalog. Input schema The schema used to transmit data to another Start event for a triggered WFD. Interrupt event A call event may change the desired behavior of a Workflow Instance (WFI) at multiple tasks in the WFI execution. For example, a dropped call at any step in a WFI might require that an alarm be generated. Use the Interrupt event, to create special handling for these global call events whenever they occur. To use the Interrupt event, create a separate flow on the canvas in addition to the Workflow Definition (WFD). When the administered event is received, the WFI behaves as described below. You can add as many Interrupt event branches as needed in a workflow, however, only one Interrupt event branch is executed at run time. WFI behavior with an Interrupt event 1. The WFD is triggered, the Start event detects the Interrupt event and subscribes to the global event selected in the Interrupt properties window. The subscription ID of the instance object is saved. Normal execution of the WFD continues. 2. At the start of every WFD task, Engagement Designer checks for the global event. 3. When the global event is detected during the execution of a task (synchronous or asynchronous), the global event data is stored. 4. The next task of the WFI is not executed. The WFI continues execution with the Interrupt event flow. 5. The main branch of the WFD is cancelled. Interrupt event properties Event family The event family as specified in the Event Catalog. For example, Call, Call Intercepted, Speech Search. Event type The event type belonging to a particular family. For example, for Call event, type can be Call Altering, Call Answered, Call Ended etc. Event version The event version as specified in the Event Catalog. March 2017 Avaya Engagement Designer Developer's Guide 60

61 Intermediate Timer Event Criterion The matching criterion for the event to proceed. Its selection is based on the Event Family and Event Type selected. This selection indicates if the event is meant for the call, user, workflow instance, or for the workflow instance and task together. Possible values are: - Call Subscribe to an event based on the call id specified by input mapping. If the event comes with the specified call id, it will be received by this Interrupt event. - CorrelationKey Subscribe to an event based on a unique correlation key. - Instance The Interrupt event receives the event based on the Workflow Instance (WFI) id. To use this Criterion, you must set the Workflow Instance (WFI) id as the correlation id on the event. - Instance + Task The Interrupt event receives the event based on the Workflow Instance (WFI) id and the task name. To use this Criterion, you must set the string <wfi_id> +<task_name> as the correlation id on the event. - User Subscribe to an event based on the user id specified by input mapping. If the event comes with the specified user id, it will be received by this Interrupt event. Correlation Key The custom correlation key name. This is required when the "CorrelationKey" is selected in Criterion. It is the responsibility of the event producer to ensure the name of the correlation key is unique. Output schema The schema used to transmit data from the delaying event to the Variables node. This value gets filled automatically on the basis of Event family, Event type, and Event version. Click the Show checkbox to view the output schema. Intermediate Timer Event An Intermediate Timer Event pauses a Workflow Instance for an administered amount of time. Intermediate Timer Event properties Duration (m.secs) The length of the delay in milliseconds. Message Boundary Event A Message Boundary Event causes a Workflow Instance (WFI) to wait for some specific event to occur before proceeding further. The particular workflow path with the Message Boundary Event cannot continue until the external event takes place. When the event does happen, the workflow resumes. If the Message Boundary Event is waiting for an event in the Events Catalog, Avaya Breeze listens in the background for the delaying event to occur. It then notifies the Workflow Engine when it has occurred. However, the Message Boundary Event can also be waiting for events generated by other entities external to the WFD. Attach a Message Boundary Event to the boundary of a task by dragging and dropping the event directly on the task. In placing a Message Boundary Event be certain that you are attaching it to a path that will yield the results you desire. March 2017 Avaya Engagement Designer Developer's Guide 61

62 Events The Message Boundary Event can send data received as a result of the delaying event to the Variables node for use by subsequent tasks. Determine the data that is passed by completing the Output Mapping from the Message Boundary Event Properties window. The task that a Message Boundary Event is attached to can be stopped when the waited-for event occurs, or the WFI can wait until the task completes. On the Message Boundary Event Properties window in the interrupting field, select if the task is stopped when the event occurs. Message Boundary Event properties In the following list, Event family, Event type, and Event version are mandatory fields when the WFD goes into production. These fields pick up the event definition from the Event Catalog. However, when the WFD is under development, you can define your own event schema by entering the schema in the Output schema field. Then test the event flow mechanism using REST calls. Event family The event family as specified in the Event Catalog. Event type The event type as specified in the Event Catalog. Event version The event version as specified in the Event Catalog. Criterion Possible selections are based on the Event Family and Event Type selected. Indicates if the Message Boundary Event is meant for that task alone, for that user, for the workflow instance, or for the workflow instance and task together. - Call Subscribe to an event based on the call id specified by input mapping. If the event comes with the specified call id, this Message Boundary Event is triggered. - CorrelationKey Subscribe to an event based on a unique correlation key. - Instance The Message Boundary Event is triggered by the Workflow Instance (WFI) id. To use this Criterion, you must set the Workflow Instance (WFI) id as the correlation id on the event. - Instance+Task - A Workflow Definition can have more than one task with Message Boundary Events that have the same event type. Use the Instance + Task criterion to specify that the Message Boundary Event is triggered by a combination of the Workflow Instance (WFI) id and the name of the task the Message Boundary Event is attached to. You must set the Workflow Instance (WFI) id and task name as the correlation id on the event. - User - Subscribe to an event based on the user id specified by input mapping. If the event comes with the specified user id, this Message Boundary Event is triggered. Correlation Key The custom correlation key name. This is required when the "CorrelationKey" is selected in Criterion. It is the responsibility of the event producer to ensure the name of the correlation key is unique. Interrupting Select true if you want the task to be interrupted when the waited-for event occurs. Select false if you do not want to interrupt the task but want it to complete. For example, to interrupt the playing of an announcement when the waited-for event occurs, select true. Multiple Use in cases where there can be more than one event (like a speech-search-match) that triggers the Message Boundary Event. Select true to allow multiple events to trigger the Message Boundary Event. Select false if only one event can be sent to the Message Boundary Event. Additional events will log an error that the event is already completed. Output schema The schema used to transmit data from the delaying event to the Variables node. Click the Show checkbox to view the output schema. March 2017 Avaya Engagement Designer Developer's Guide 62

63 Error Boundary Event Error Boundary Event When an error occurs the Error Boundary Event triggers the attached event. Attach an Error Boundary Event to the boundary of a task by dragging and dropping the event directly on the task. This error can be any business exception or system error. When any error occurs on a task, the engine checks for an associated Error Boundary Event. If it finds one, the engine directs the flow to the Error Boundary Event and proceeds to the outgoing flow from the Error Boundary Event. You can also add an Error Boundary Event in a workflow without attaching it to a node. It would be executed in case of an error. Timeout Boundary Event A Timeout Boundary Event puts a limit on how much time a task has to complete. It specifies an alternate path for the Workflow Instance (WFI) if the task does not complete in the allotted time. Attach a Timeout Boundary Event to the boundary of a task by dragging and dropping the event directly on the task. Timeout Boundary Event properties Duration (m.secs) The amount of time, in milliseconds, allotted for the task to complete. Interrupting Select yes if you want the WFI to take the alternate path and the original path to terminate when the duration limit is reached. If the event is not interrupting, when the time limit is reached, the WFI takes the alternate path, but when the task completes, the WFI also follows the original path. Select no if you do not want to interrupt the task but want it to complete. March 2017 Avaya Engagement Designer Developer's Guide 63

64 Chapter 14: Gateways Gateways description Gateways determine the path a Workflow Instance (WFI) takes through the process described by the WFD. It splits the flow of the WFD into alternative paths when more than one path is possible. There are three types of Gateway available with Engagement Designer: Exclusive Gateway Inclusive Gateway Parallel Gateway For additional information about gateways and their uses, see the Business Process Model and Notation, Release 2.0 specification. Exclusive Gateway Description Use the Exclusive Gateway to create multiple paths where only one of the paths is taken by a Workflow Instance (WFI). The WFI selects the first path it finds that matches the data conditions and discards other options. The path selected is determined by conditions you set on the connectors from the gateway to the task. The sequence in which the workflow attempts the different paths in set by the Sequence number field on the Connection properties window. Include a default path without conditions as an option branching from the gateway. The Exclusive Gateway outgoing connectors are validated to verify that no more than one connector has no conditions set. There can be only one default path with no conditions. If there are more, a validation error occurs, and the workflow cannot be deployed. If there is no default path, then the workflow execution will stop at the gateway if none of the conditions defined on connectors are met. When tasks are joined by an Exclusive Gateway, when a task completes, the WFI continues and does not wait for the other joined tasks to complete. Example In this example, assume the Make Call and Send Text Msg tasks have conditions defined on the connectors connecting them from the Notify Mode Exclusive Gateway, but that the Send task s connector does not have a condition. The WFI checks the conditions on the connector with the lowest sequence number first, in this case the Make Call task to determine if it will pass through that task. If it does not meet the conditions, it checks the conditions on the connector with the next March 2017 Avaya Engagement Designer Developer's Guide 64

65 Inclusive Gateway highest sequence number, in this case the Send Text Msg task. If the WFI does meet the conditions of either of these tasks, it defaults to Send . Inclusive Gateway Description Use the Inclusive Gateway to create multiple paths where any of the paths can be taken by a Workflow Instance (WFI). The WFI selects all paths that match the data conditions and discards any that do not. Set conditions on the connectors from the gateway to the task. The sequence in which the workflow attempts the different paths in set by the Sequence number field on the Connection properties window. When tasks are joined by an Inclusive Gateway, when a task completes, the WFI waits for the other joined tasks to complete before continuing. Example In this example, the WFI could send an and make a call if conditions matched for those tasks. But it would not send a text message if that task did not meet the conditions. March 2017 Avaya Engagement Designer Developer's Guide 65

66 Gateways Parallel Gateway Description Use the Parallel Gateway to create multiple paths that run simultaneously. The Workflow Instance (WFI) follows all paths out of a Parallel Gateway. There are no conditions assigned to any of the paths. The sequence in which the workflow attempts the different paths in set by the Sequence number field on the Connection properties window. If all paths are joined after execution by a Parallel Gateway, then the tasks in all paths must complete before the WFI continues. Example In this example, the WFI sends both an and a text message. When both have been sent the process continues. March 2017 Avaya Engagement Designer Developer's Guide 66

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68 Chapter 15: Variables node Variables node description The Variables node stores data that is used by other tasks in the Workflow Definition (WFD). A Variables node is required for each WFD. Data is passed to the Variables node by events external to the WFD and events and tasks that are a part of the WFD. The event that triggers an instance of the WFD provides data to the Start event. Using the Output Mapping function of the Start properties window, you must map data from the triggering event to the Variables node. Any other WFD event or task that generates data or collects data from an external event can also use output mapping to store data in the Variables node. This data is then available for subsequent steps. Retrieve data from the Variables node using the Input Mapping function on the properties window of events or tasks that require information from the Variables node. The Variables node requires a JSON schema appropriate to the information required for the execution of the WFD. This JSON schema in prepopulated based on the selected Start event properties. You can define additional variables in the Variables Properties window for the Variables node. These variables become available for mapping. March 2017 Avaya Engagement Designer Developer's Guide 68

69 Chapter 16: Properties node Properties node description Use the Properties node to define additional properties for a WFD. A property is a matched set of a name and value. The defined properties become snap-in attributes when the WFD is deployed to Avaya Breeze. Define as many properties as needed for the WFD. The properties appear as read-only variables in the Input Data Mapping and Output Data Mapping windows for mapping in the WFD. The properties display in a single Properties object in the Properties list. The properties also appear in the Deployment Details window when you deploy the WFD. You can alter the value assigned to a property by: Editing the Value in the Properties node Editing the value on the snap-in attributes page in System Manager Editing the value in the Deployment Details window March 2017 Avaya Engagement Designer Developer's Guide 69

70 Properties node Adding properties Procedure 1. Double-click the Properties node on the canvas. 2. In the Properties window, click Add new property. 3. Type a Name and Value for each property you add. 4. When you have added all the properties, click OK. Viewing properties About this task Use this task to view the properties of a Workflow Definition (WFD) on the administration console. March 2017 Avaya Engagement Designer Developer's Guide 70

71 Viewing properties Note: You can also view the properties of any WFD instances by clicking the Properties node when viewing the instance details on the administration console. Procedure 1. Click Admin Console on the toolbar to access the Engagement Designer administration console. 2. On the Workflows tab, click the checkbox of the WFD whose properties you want to view. 3. Click Properties. A new window displays the configured properties for the WFD. March 2017 Avaya Engagement Designer Developer's Guide 71

72 Chapter 17: Tasks Integration tasks Receive Task description The Receive task causes the Workflow Instance (WFI) to wait for a specific event to occur before proceeding. The particular workflow path with the Receive task cannot continue until the external event takes place. When the event is received, the WFI can resume the execution to the next tasks. The data can be received in the form of an event. In this case, enter the Event family, Event type, and Event version on the properties window. This is an asynchronous task. Task properties In the following list, Event family, Event type, and Event version are mandatory fields when the WFD goes into production. These fields pick up the event definition from the Event Catalog. However, when the WFD is under development, you can define your own event schema by entering the schema in the Output schema field. Then test the event flow mechanism using REST calls. For additional information, see Getting Started with the Avaya Engagement Designer Snap-in. Event family The event family as specified in the Event Catalog. For example, Call, Call Intercepted, Speech Search. Event type The event type belonging to a particular family. For example, for Call event, type can be Call Altering, Call Answered, Call Ended etc. Event version The event version as specified in the Event Catalog. Criterion The matching criterion for the event to proceed. Its selection is based on the Event Family and Event Type selected. This selection indicates if the event is meant for the call, user, workflow instance, or for the workflow instance and task together. Possible values are: - Call Subscribe to an event based on the call id specified by input mapping. If the event comes with the specified call id, it will be received by this task. - CorrelationKey Subscribe to an event based on a unique correlation key. - Instance The task receives the event based on the Workflow Instance (WFI) id. To use this Criterion, you must set the Workflow Instance (WFI) id as the correlation id on the event. - Instance + Task A Workflow Definition can have more than one Receive task with the same event type. Use the Instance + Task criterion to specify that the event must be March 2017 Avaya Engagement Designer Developer's Guide 72

73 Integration tasks received by the specific Receive task that matches the combination of the Workflow Instance (WFI) id and the name of the Receive task. You must set the Workflow Instance (WFI) id and task name as the correlation id on the event. - User Subscribe to an event based on the user id specified by input mapping. If the event comes with the specified user id, it will be received by this task. Correlation Key The custom correlation key name. This is required when the "CorrelationKey" is selected in Criterion. It is the responsibility of the event producer to ensure the name of the correlation key is unique. Output schema The schema used to transmit data from the delaying event to the Variables node. This value gets filled automatically on the basis of Event family, Event type, and Event version. Click the Show checkbox to view the output schema. Input mapping The value from input mapping becomes important if the criterion selected through property dialog is Call or User. When a Workflow Instance (WFI) comes to a Receive task, a subscription is created for the corresponding event with a unique subscription id. If the criterion is call/user, it is part of the id. After receiving the event, the Receive task will execute only if the call/user id in the event subscription matches the one in mapping. user The user ID mapped to criterion selected is user. call The call ID mapped to criterion selected is call. correlation The custom correlation key name. Output mapping The output values depend on the Event family, Event type, and Event version. selected for the input properties Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Use any of the Boundary Events with this task. Use Case The workflow gets kicked off by a CALL_ANSWERED event selected in the Start Event. The Receive task and the Message Boundary Event are tied to CALL_ALTERING and CALL_ENDED events respectively. If the CALL_ALTERING event comes first, the workflow takes the path from Forward Call task to the finish End Event. However if the CALL_ENDED event comes before CALL_ALTERED, the workflow goes directly to finish End Event from the Message Boundary Event. March 2017 Avaya Engagement Designer Developer's Guide 73

74 Tasks Call Rest Service Task description The Call Rest Service task calls an external REST service website to collect or update information. This is a synchronous task. Task properties Rest URI (mandatory) The URI of the web service that is being invoked. The path variable or the request parameter is in the curly brackets {}. Its name should contain only alphanumeric characters. For example, param1={requestparam1}&param2={requestparam2} (There is no variable/parameter in the URL. There could be some in the payload.) For a REST resource URI, for example, CUSTOMER/1, or replace the exact customer number 1, 2, or 3 with a run-time parameter. Then, fill in the Rest URI value with Request method (mandatory) How the request is sent. Select the HTTP Request method from the drop-down menu. TLS version (mandatory if the REST resource URI uses HTTPS) Select the TLS version from the drop-down menu. HTTP authentication (mandatory) If HTTP authentication is required. Select the HTTP Authentication type from the drop-down menu. User Name Required if HTTP authentication is used, optional if not. Password Required if HTTP authentication is used, optional if not. March 2017 Avaya Engagement Designer Developer's Guide 74

75 Integration tasks Customized Headers (optional) Customized Headers in the HTTP Request. The customized headers can be added in this box, separated by commas. For example, x-transactionid,xsession-id,x-stylecode. The parameter name of the header value will be automatically created in the name of the header and added into the Input Schema when the Retrieve button is clicked. You can see them in the input mapping. Content type (mandatory) The format of the data being sent in the HTTP request. It should be empty if there is no data (payload) in the request. Payload (mandatory) The data being sent to the website. The parameter in payloads is in the curly bracket {}. Its name should contain only alphanumeric characters. For example, {" ":"{payloadparam1}", "user":"{payloadparam2}"} Input schema (mandatory) Click Retrieve to generate the input schema of the Call Rest task based on the input in the Rest URI, Customized Headers and Payload fields. The schema is based on the input from these fields and is not based on anything retrieved remotely. Click the Show checkbox to view the generated input schema. The input schema allows you to do input mapping. Return schema (mandatory) The schema of the JSON payload returned by the external REST service. It should be empty if the Content Type in the HTTP response is not application/ json. Populate the Return schema for the JSON payload in the response you are expecting from the external REST service so that you can map each property in the JSON payload separately and pass them individually to the next task. For example, {title:jsonpayloadschema,type:object,properties:{authenticated: {type:string},user:{type:string}}}. Output schema (mandatory) Click Retrieve to generate the output schema of this Call Rest task. Click the Show checkbox to view the generated output schema. The output schema allows you to do output mapping. Error handling Errors can be handled by using Error Boundary Events. Prerequisites The REST service is external to Engagement Designer. This task interacts with any REST service to get the data. The REST service must be available. The Call Rest Service task uses the HTTP proxy configured on Avaya Breeze. The HTTP Proxy is configured during deployment of Avaya Breeze and is enabled or disabled on Avaya Breeze. For additional information, see Deploying Avaya Breeze. Related Boundary Events Timeout and Error boundary events are used with the Call Rest Service task. Use Case Use the Call Rest Service task to retrieve a customer's address by ID through a web service (REST) and return the address to the workflow. March 2017 Avaya Engagement Designer Developer's Guide 75

76 Tasks Create Process Task description The Create Process task calls another Workflow Definition (WFD) from this one. The called WFD is invoked by name. The called WFD may pass some output back, which would be output of this task type. Create Process is an asynchronous task. Task properties Process name (mandatory) The name of the WFD you are invoking. To appear in the list, a process must already be deployed. Version (mandatory) The version of the WFD you are invoking. Input schema What you are sending to the Start Event of the invoked WFD. (Mandatory if the chosen process requires it.) Click the Show checkbox to view the input schema. Output schema What you are expecting back from the End Event of the invoked WFD. If there are multiple End Events, the last executed one's output is returned. (Mandatory if the chosen process requires it.) Click the Show checkbox to view the output schema. Error handling Not applicable. Prerequisites The process and version selected must be created, validated and ready to deploy. Use Case The Process task provides a way to use modularity in WFD design. For example, you might have an existing WFD that takes a Social Security number as input, runs a credit check and returns a FICO score. Use the Process task to call that process into another WFD. March 2017 Avaya Engagement Designer Developer's Guide 76

77 Integration tasks Abstract Task Task description The Abstract Task does not perform any work. It is used by a Workflow Definition (WFD) designer to document the process. For example, use it to indicate when a process has reached a milestone. Cancel Task Task description The Cancel Task stops execution of a specified task in a WFD. After a conditional gateway, use it to cancel activity on one branch of the WFD and not on another branch. Cancel Task is a synchronous task. Task properties Node name (mandatory) The name of the task to be cancelled. Error handling Cancel Task does not generate any errors. Prerequisites Not applicable. Use Case In this example, a Cancel Task is used to stop a Create Process task from executing depending on the payload received from the task. The Message Boundary Event attached to the Create Process task is waiting for the WORK_QUEUED event. This event contains metrics that a WFD designer might want to use to determine if the Create Process task should execute. The Exclusive Gateway routes the WFI based March 2017 Avaya Engagement Designer Developer's Guide 77

78 Tasks on the information received from the Message Boundary Event. It will either route the WFI to the Cancel Task to stop execution of the Create Process task. Or, it will allow the Create Process task to execute. Read From DB Task description The Read from DB task reads from the database table. It executes user-defined queries and returns a set of records. You can select from databases that are supported by Engagement Designer. Requires knowledge of SQL to write SQL statements. Read from DB is a synchronous task. Note: The validation query, for example "select 1", is used to ensure that the DB connection in the connection pool is not stale. It requires that the DB table must have at least one row. Refer to Avaya Engagement Designer Reference for instructions on how to create JDBC Providers and Data Sources and configure them to use in database tasks. This process requires a restart of the WebSphere application. Task properties DB Serve profile name (mandatory) Select from the list of JDBC Sources available on the Avaya Breeze cluster. SQL query (mandatory) User-defined query. Input schema (mandatory) Click Retrieve to populate this field. It uses the SQL query field to generate the input schema. Click the Show checkbox to view the generated input schema. The input schema allows you to do Input Mapping. If there is no variable in the SQL query, the properties field of the generated input schema is empty: {"title":"readdbtaskinputschema","properties": {},"type":"object"}. For an SQL statement containing variables (question marks), an input schema is created (by clicking Retrieve), based on the type of the columns that the variables represent. For example, if the SQL query is : select from test.users where telephone =? and name =?, the generated schema would be: {"title":"readdbtaskinputschema","properties":{"inputparam2": {"type":"string"},"inputparam1":{"type":"string"}},"type":"object"}, where inputparam1 represents the first question mark, and inputparam2 represents the second question mark. It is important for the user to map the correct parameter to the correct values during input mapping. Even if the inputparam numbers do not show in incremental numbering, use the numbers of inputparam to map with the question marks. Output schema (mandatory) Click Retrieve to populate this field. It is the schema of what you are expecting back from the database. It uses the SQL query field to generate the output schema. Click the Show checkbox to view the generated output schema. The output schema allows you to do Output Mapping. Because the result of a select statement can return multiple values, the output schema is a JSON array. For example, if the SQL statement is: select from test.users where telephone =? and name =?, the generated March 2017 Avaya Engagement Designer Developer's Guide 78

79 Integration tasks schema would be: {"title":"readdbtaskoutputschema","properties": {"resultset":{"items":{"properties":{" ": {"type":"string"}},"type":"object"},"minitems":"1","uniqueitems":"true ","type":"array"}},"type":"object"}. Error handling Errors can be handled by using Error Boundary Events. Prerequisites The database must be configured through System Manager. For additional information, see Avaya Engagement Designer Reference. Related Boundary Events The Timeout and Error Boundary Events can be used with this task. Use Case From every incoming call to a specific number, get the calling number and retrieve the corresponding user s information (name, address, last purchased item, etc.) from a database. Send the information to a pre-defined address. Update DB Task description The Update DB task updates, inserts or deletes information from a database. You can select from databases that are supported by Engagement Designer. Requires knowledge of SQL to write SQL statements. Update DB is a synchronous task. Note: The validation query, for example "select 1", is used to ensure that the DB connection in the connection pool is not stale. It requires that the DB table must have at least one row. March 2017 Avaya Engagement Designer Developer's Guide 79

80 Tasks Refer to Avaya Engagement Designer Reference for instructions on how to create JDBC Providers and Data Sources and configure them to use in database tasks. This process requires a restart of the WebSphere application. Task properties DB Server profile name (mandatory) Select from the list of JDBC Sources available on the Avaya Breeze cluster. SQL query (mandatory) User-defined query. Operations supported are DELETE, INSERT, UPDATE, and CREATE. Input schema (mandatory) Click Retrieve to populate this field. It uses the SQL query field to generate the input schema. Click the Show checkbox to view the generated input schema. The input schema allows you to do Input Mapping. If there is no variable in the SQL statement, the properties field of the generated input schema is empty: {"title":"updatedbinputschema","properties": {},"type":"object"}. For an SQL statement containing variables (question marks), an input schema is created (by clicking Retrieve), based on the type of the columns that the variables represent. For example, if the SQL statement is: INSERT INTO test.users ( ,telephone,name,id,userid) VALUES ('eliaidam@aidam.com',?,?, 70,'ekaidam'), the generated schema would be: {"title":"updatedbinputschema","properties":{"inputparam2": {"type":"string"},"inputparam1":{"type":"string"}},"type : object }, where inputparam 1 represents the first question mark, and inputparam2 represents the second question mark. It is important for the user to map the correct parameter to the correct values during input mapping. Even if the inputparam numbers do not show in incremental numbering, use the numbers of the inputparam to map with the question marks. Error handling Errors can be handled by using Error Boundary Events. Prerequisites The database must be configured through System Manager. For additional information, see Avaya Engagement Designer Reference. Related Boundary Events The Timeout and Error Boundary Events can be used with this task. Use Case When a call is answered, save the caller s name and telephone number into a database. March 2017 Avaya Engagement Designer Developer's Guide 80

81 Integration tasks User Task Task description The User Task assigns a WFD activity to a person. When a User Task is reached during the WFI execution, it sends an or text message to a list of assignees, the people who will work on the assigned item. If assignees are within the organization, they can be selected based on their common role, or the work can be assigned to an individual user. If the assignees are external to the organization, they can be mapped in the input mapping. The or text message includes two links: one to the assigned activity and one to the User Task Portal. The User Task Portal lists all tasks assigned to or accepted by the user. After the assignee completes the work activity, they must update the state of the User Task and fill the output data, if any. After the User Task completes, its result and output data pass to the next node in the WFD. The workflow continues. The Workflow Administrator also can complete a User Task or assign it to a different assignee. The Workflow Administrator can access the task through the User Task Portal, enter the output data, and update the state of the task in place of the assignee. User Task is an asynchronous task. Task properties Requires Credentials If this is checked, the User Task is assigned to a role or user within the organization. If it is not checked, the assignees must be mapped in input mapping. Assignee Role Lists all the roles present in the System Manager roles store. When the WFD is executed, the task selects all people assigned this role in the System Manager user store. Assignee Role is given priority if both role and user are selected. If Required Credentials is checked and neither Assignee Role or User are selected, the System Administrator role is selected by default. User If Assignee Role is empty, assign the task to a single user by providing an address in this field. March 2017 Avaya Engagement Designer Developer's Guide 81

82 Tasks Set Due Date as Days (optional) Check this box to specify that the Due Date will be a number of days from the task start rather than a specific date. Due Date Select the date and time the task is due, or type the number of days the task is due to be completed after the task starts. Reminder Select how often a reminder should be sent. Choose from Daily, Weekly and Monthly. Form Input Fields (optional) Select the variable that has all the input information (fields) to display on the User Task activity page sent in the link in the or text message. They are read-only fields for display on the User Task Portal. It is possible that there is no need to show any input information in some scenarios. Form Output Fields (optional) Select the variable that includes all the output information (fields) that the assignee must fill in on the User Task page on the portal. It is possible that the assignee does not need to fill in any data except just clicking the Approve/Reject button in some scenarios. Input schema Click the Show checkbox to view the input schema. Output schema Click the Show checkbox to view the output schema. Custom Image URL A URL containing the image/logo to be used on the activity page. The image can be used to customize the look of the page. Public URL The URL to display to the user. notification If checked, is sent to all assignees. SMS notification If checked, SMS is sent to all assignees. Input Mapping Assignee Role - If Requires Credentials is checked, a valid role can be mapped to this. User If role is not provided and Requires Credentials is checked, user can be mapped to this. User Phone User phone number can be provided if Requires Credentials is selected and user is selected not role. Assignees Multiple assignee objects can be mapped to this if Requires Credentials is not checked. smsbody Custom SMS content can be mapped to this. smssender SMS sender information can be provided. subject Custom subject can be provided. body Custom content can be provided. sender This is mandatory is notification has been selected. cc/ bcc : Multiple s can be mapped to these properties. If input form fields is provided, the object and its fields are also available in the input mapping. Mapping of assignee if Requires Credentials is not checked: March 2017 Avaya Engagement Designer Developer's Guide 82

83 Integration tasks Output Mapping approved This is true or false based on the output sent by the user after completing the assigned activity. If output form fields is provided, the object and its fields that contain the feedback are also available in the output mapping. Related Boundary Events Use any of the Boundary Events with this task. Use Case Use the User Task to insert into the flow of a WFD an action that requires human intervention. For example, a step in the process automated by the WFD might require sign off by an executive, review of a document, or approval by a loan agent. The WFD waits for the assignee to complete and report on the activity before it continues to the next task. Sub-process Task description The Sub-process task creates an independent subprocess within the flow of the WFD. You cannot save the subprocess as a separate WFD. Click the + sign on the task to open the subprocess window. March 2017 Avaya Engagement Designer Developer's Guide 83

84 Tasks Sub-process tasks have their own Start and End events. You can place any task from the palette into the subprocess. WFD tasks outside the subprocess link to the subprocess, but cannot be linked to tasks within the subprocess. Task properties None. Prerequisites Not applicable. Related Boundary Events Attach boundary events to the subprocess as you would with other tasks. Comment Task description The Comment task places a block of plain text on the canvas. Use it to annotate the WFD. The Comment task has no effect on the execution of the WFD. Task properties Comment The text to appear on the canvas at the location where the task is placed. March 2017 Avaya Engagement Designer Developer's Guide 84

85 Integration tasks Publish Event Task description The Publish Event task publishes an event for a given Event Family, Type and Version. Publish Event is a synchronous task. Task properties Event family The event family as specified in the Event Catalog. Event type The event type belonging to a particular family. Event version The event version as specified in the Event Catalog. Criterion - Call - CorrelationKey - Instance - Instance+task - User Input schema The payload as specified in the Event Catalog. Click the Show checkbox to view the input schema. Input mapping Input mapping contains the event schema read from the Event Catalog for the specified Event Family, Type, and Version. Output mapping None Status Success if the task succeeds. Failed if the tasks fails to execute. Error handling Not applicable. Prerequisites Not applicable. Use Case Use the Publish Event task to publish an event that can be consumed by a Receive task that is waiting for an event. The key value pair in the event payload should be considered as the criteria/filter for the subscription to match on the consumer. Setting criteria: On the Receive task, select CorrelationKey for the Criterion. March 2017 Avaya Engagement Designer Developer's Guide 85

86 Tasks The Correlation Key property:value should match the key:value pair used as the criteria in the Publish Event task. Notification tasks Send Task description The Send task sends to a list of IDS. This is an asynchronous task. Task properties Sender (mandatory) address of the sender. To List of 'to' recipients. Separate multiple recipients with commas when entered in the Properties window. Cc List of cc recipients. Separate multiple recipients with commas when entered in the Properties window. Bcc List of bcc recipients. Separate multiple recipients with commas when entered in the Properties window. subject (mandatory) Subject of the . body (mandatory) Message of the . Select the content type for body Select the content type from the drop-down menu. The default is TEXT_PLAIN. You must enter a value for at least one of the following: To, Cc, or Bcc. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema sender (mandatory) address of the sender. recipient List of 'to' recipients. (A JSON array if given over mapping.) cc List of cc recipients. (A JSON array if given over mapping.) bcc List of bcc recipients. (A JSON array if given over mapping.) subject (mandatory) Subject of the . body (mandatory) Message of the . contenttype The type of content in the TEXT_HTML, TEXT_PLAIN, TEXT_RTF, TEXT_VCARD, TEXT_XML. March 2017 Avaya Engagement Designer Developer's Guide 86

87 Notification tasks You must enter a value for: To, Cc, or Bcc. Output schema Status: - _OK - The Request was successfully delivered to the server. - _TEST - The connector received the Request, but the connector is in test mode. - _QUEUED - The Request was successfully queued to the connector. - _PARTIAL_SUCCESS - The Request was partially successfully delivered by the server. - _BAD_REQUEST - The Request was poorly formed. - _EXPIRED - The Request expired. - _CONNECTOR_ERROR - The connector experienced an internal error. - _FAILED - The request failed. Prerequisites The Avaya Breeze connector snap-in must be configured. Related Boundary Events Not applicable. Use Case Use the Send task in a customer service or call center to send an to a customer after a call. Send Text Msg Task description The Send Text Msg task sends a text message to a list of telephone numbers. This is an asynchronous task. Task Properties Sender s phone number (mandatory) The phone number of the message sender. Recipient s phone number (mandatory) List of phone numbers of message recipients. Separate multiple numbers with commas when entered in the Properties window. A valid phone number is the full number including the country code. SMS body (mandatory) The text message. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. Input schema smssender (mandatory) The phone number of the message sender. March 2017 Avaya Engagement Designer Developer's Guide 87

88 Tasks smsrecipient (mandatory) List of phone numbers of message recipients. (A JSON array if given over mapping.) A valid phone number is the full number including the country code. smsbody (mandatory) The text message. Output schema Status: - SMS_OK - The message was successfully delivered to all recipients. This could also mean that the SMS request was successfully delivered by the SMS provider to a network gateway. - SMS_TEST - The SMS connector received the SmsRequest, but the connector is in test mode. - SMS_QUEUED - The SMSRequest was successfully queued to the SMS connector. - SMS_PARTIAL_SUCCESS - The message was successfully delivered to some of the recipients. - SMS_BAD_REQUEST - The SmsRequest was poorly formed. - SMS_EXPIRED - The SMSRequest expired. - SMS_CONNECTOR_ERROR - The connector that services SMS requests has encountered some kind of internal error. - SMS_FAILED - The request was sent to the provider, but the provider was unable to send the message to any recipient. Prerequisites The Avaya Breeze SMS connector snap-in must be installed and configured. Related Boundary Events Not applicable. Use Case Use the Send Text Message task in a customer service or call center to send an SMS text message to a customer after a call. Log Message Task descriptions The Log Message task logs the specified message with the selected log level to the snap-in log ( EngagementDesigner.log). This is a synchronous task. Task properties Level (mandatory) Log level for logging the message. Select from: FATAL, ERROR, WARN, INFO, FINE, FINER, FINEST. Message (mandatory) The message or statement to be logged. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. March 2017 Avaya Engagement Designer Developer's Guide 88

89 Notification tasks All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema level (mandatory) Log level for logging the message. Log levels are: FATAL, ERROR, WARN, INFO, FINE, FINER, FINEST. message (mandatory) The message or statement to be logged. Output schema Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use Case In a Call Center, use the Log Message task to log a message saying Agent Connect to Customer when an agent has answered the call. Alarm Task description The Alarm task raises or clears alarms on System Manager. To view alarms, on the System Manager home page, navigate to Services > Events > Alarms. This is a synchronous task. Task properties Severity (mandatory) Severity level of the alarm. Severity levels are: critical, major, minor, warning. Alarm type Raise or clear the alarm. Default is raise. Message Text or message to be displayed as part of the alarm. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema severity (mandatory) Severity level of the alarm. Severity levels are: critical, major, minor, warning. alarmtype Raise or clear the alarm. Default is raise. March 2017 Avaya Engagement Designer Developer's Guide 89

90 Tasks message Text or message to be displayed as part of the alarm. wfdname (mandatory) Name of the Workflow Definition (WFD), mapped from the system variable. wfdversion (mandatory) Version of the Workflow Definition (WFD), mapped from the system variable. Output schema Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites The serviceability agent on System Manager must be configured for alarms to be raised. Related Boundary Events Not applicable. Use Case If a task like Forward Call fails on attempting to forward a call to a call center agent, the Alarm task can raise an alarm to notify the administrator or others who can take corrective action. Administer the severity of the alarm based on the severity of the possible emergency. Telephony Communications tasks Allow Call Task definition The Allow Call task lets an incoming call proceed. It resumes a call when a Suspend Call task has been used to suspend the call. This is a synchronous task. Task properties None. Input schema All mandatory fields should be mapped using the Input Mapping window for validation to succeed. ucid (Universal Call Identifier) (mandatory) Call ID of the call to be allowed or resumed. Map the ucid from the Call event as shown below or from a task returning ucid in the output. March 2017 Avaya Engagement Designer Developer's Guide 90

91 Telephony Communications tasks Output schema Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use Case When a call is suspended using the Suspend task in a flow, use the Allow Call task to resume the call. Block Call Task definition The Block Call task blocks a call before it is answered. The caller receives a busy signal. This is a synchronous task. March 2017 Avaya Engagement Designer Developer's Guide 91

92 Tasks Task properties None. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call to be blocked. Map the ucid from the Call event as shown below or from a task returning ucid in the output. All mandatory fields should be mapped using the Input Mapping window for validation to succeed. Output schema ucid Call ID of the call. Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use Case Use the Block Call task to create a black list of callers whose calls you want to block. March 2017 Avaya Engagement Designer Developer's Guide 92

93 Telephony Communications tasks Announce and Block Call Task definition The Announce and Block Call task plays an announcement to the caller and then drops the call. Announce and Block Call is an asynchronous task. It resumes when the announcement completes. Task properties In the following list of properties, the media source is mandatory. The Media URI/Text source takes precedence over values selected for the Media name space, Media group name and Media file. Values specified by input mapping take precedence over corresponding values entered in the Properties window. Media URI/Text/cstoreURI (mandatory) The source that identifies the list of audio resources or the text-to-speech (TTS) string to be played on the call. Locale Prompt language supported by Avaya Aura Media Server (MS). All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call where the announcement is to be played. Map the ucid from the Call event or from a task returning ucid in the output. mediauri (mandatory) Audio resource to be played to the caller. locale Prompt language supported by Avaya Aura Media Server (MS). Output schema Status: - COMPLETE - Play completed because all media generation has completed. - FAILED - Play operation failed before it could complete. - INTERRUPTED - Play completed because the media was interrupted by a digit press. - STOPPED - The play operation was stopped explicitly by the client service. Error handling Not applicable. Prerequisites Avaya Aura Media Server (MS) must be configured. The Nuance server and Real-Time Speech snap-in must be installed and configured for Textto-Speech (TTS) functionality. Related Boundary Events Attach a Message Boundary Event or Timeout Boundary Event to the task with Interrupting set to true to cancel/stop the task before it completes. March 2017 Avaya Engagement Designer Developer's Guide 93

94 Tasks Use Case The Announce and Block Call task can be used to play an announcement to a customer calling customer service when no agent is available for service. The call drops after the announcement. Drop Call Task definition The Drop Call task drops an ongoing call. Drop Call is a synchronous task. Task properties None. Input schema ucid (Universal Call Identifier) (mandatory): Call ID of the call to be dropped. Map the ucid from the Call event or from a task returning ucid in the output. All mandatory fields should be mapped using the Input Mapping window for validation to succeed. Output schema ucid Call ID of the call dropped. Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use Case If you have a policy to not allow calls to last longer than a specified amount of time, you can use the Drop Call task to drop a call when it exceeds the time limit. Fork Call Task definition The Fork Call task alerts or rings a call at two endpoints. The task is used on intercept. For example, if there is a call from A to B, and the call is intercepted with a Fork Call to the Participant number C. Both B and C will ring. The call can be answered from either of the ringing endpoints. The call is established only with the endpoint that answered the call. The endpoint that did not answer is no longer part of the call. March 2017 Avaya Engagement Designer Developer's Guide 94

95 Telephony Communications tasks Fork Call is a synchronous task. Task properties Participant number (mandatory) Number/address of the endpoint to be alerted. Check with your administrator for the format to use for the number/address. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call to be forked. Map the ucid from the Call event or from a task returning ucid in the output. participant_number (mandatory) Number/address of the endpoint to be alerted. Output schema ucid Call ID of the call that was forked. Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use Case When a call comes to your office number, you may want to ring your mobile number as well so that you can take the calls even when you are away from your desk. Use the Fork Call task to ring your mobile number when a call comes to your office desk phone. Forward Call Task definition The Forward Call task redirects or forwards a call to another number. Forward Call is a synchronous task. Task properties Forward to (mandatory) Number/address to which the call will be redirected. Check with your administrator for the format to use for the number/address. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. March 2017 Avaya Engagement Designer Developer's Guide 95

96 Tasks All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call to be forwarded. Map the ucid from the Call event or from a task returning ucid in the output. redirect_number (mandatory) Number/address to which the call will be redirected. Output schema ucid Call ID of the call that was forwarded. Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use Case When you are leaving the office, you may want to forward all the calls coming to your office phone to your cell phone. Use the Forward Call task to forward calls coming to your office number to your mobile number. Suspend Call Task definition The Suspend Call task suspends call proceeding. It allows time for other activities to occur before the call continues. Suspend Call is a synchronous task. Task properties None. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call to be suspended. Map the ucid from the Call event or from a task returning ucid in the output. All mandatory fields should be mapped using the Input Mapping window for validation to succeed. Output schema ucid Call ID of the call that was suspended. Status Success if the task succeeds. Failed if the task fails to execute. March 2017 Avaya Engagement Designer Developer's Guide 96

97 Telephony Communications tasks Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use Case Your Workflow Definition (WFD) might have time-intensive tasks, like the Read From DB task, that could hold up the call for more than 2-3 seconds. In this case, use the Suspend Call task to suspend the call and allow enough time for the Read From DB or other task to complete. The Allow Call task can be used in the flow to resume the suspended call. Make Call Task definition The Make Call task creates a call. The call can be a single or two-party call. Make Call is an asynchronous task. Task properties Calling party (mandatory) Calling party number in the format handle@domain. If a domain is not provided, the Default SIP Domain must be administered for the Avaya Breeze cluster attributes. Called party (mandatory) Called party number in the format handle@domain. Caller ID (mandatory) Caller s display name. Context ID Any string to specify the context of the call. Two party call Specifies the call is a two-party call if checked. Check with your administrator for the format to use for the number. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema callingparty (mandatory) Calling party number in the format handle@domain. calledparty (mandatory) Called party number in the format handle@domain. identity (mandatory) Caller s display name contextid Any string to specify the context of the call. twopartycall Specifies the call is a two-party call if this flag is set to true. March 2017 Avaya Engagement Designer Developer's Guide 97

98 Tasks Output schema ucid Universal call ID of the call. Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites Avaya Aura Media Server (MS) must be configured. Related Boundary Events Use the Timeout Boundary Event with this task. Use Case Use the Make Call task to place a call between two parties. You could have a click-to-call link on a website. When the customer clicks on it, use this task to call an agent as the first party and the customer as the second party. If you want to play an announcement or emergency notification use this task to make the call. Set Call Policy Task definition The Set Call Policy task sets the termination policy for the call and the media policy. The call termination policy defines whether a call remains active or drops when the call is left with a single participant after a participant has dropped from the call. The media policy defines the conditions when an Avaya Aura Media Server is included in a call. Set Call Policy is a synchronous task. Task properties Policy The call termination policy to be set for a call. - DROP_CALL_IF_ONE_PARTICIPANT_REMAINS The call drops when a single participant remains. - DROP_CALL_WHEN_NO_PARTICIPANT_REMAINS The call remains active when a participant drops and only one remains. Media Policy - MEDIA_SERVER_INCLUDED Add an Avaya Aura Media Server resource to the call for the duration of the call. - MEDIA_SERVER_NEEDED_ONLY_FOR_MEDIA_OPERATION Add an Avaya Aura Media Server resource to the call only when needed for a media operation. You must enter a value for either Policy or Media Policy. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. March 2017 Avaya Engagement Designer Developer's Guide 98

99 Telephony Communications tasks Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call. Map the ucid from the Call event or from a task returning ucid in the output. policy The call termination policy to be set for a call. The policy is either DROP_CALL_IF_ONE_PARTICIPANT_REMAINS or DROP_CALL_WHEN_NO_PARTICIPANT_REMAINS. mediapolicy The media policy to be set for a call. The policy is either MEDIA_SERVER_INCLUDED or MEDIA_SERVER_NEEDED_ONLY_FOR_MEDIA_OPERATION. You must enter a value for either Policy or Media Policy. Output schema ucid Universal Call Identifier. Status Success if the task succeeds. Failed if the task fails to execute. policy The policy set for a call. mediapolicy The media policy set for a call. Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use case Set the termination policy to DROP_CALL_WHEN_NO_PARTICIPANT_REMAINS to drop a call when there is no participant in the call. Set it to DROP_CALL_IF_ONE_PARTICIPANT_REMAINS to drop a call when there is one participant in a call. Set the media policy to MEDIA_SERVER_INCLUDED to always have the Avaya Aura Media Server on a call. Set it to MEDIA_SERVER_NEEDED_ONLY_FOR_MEDIA_OPERATION to have the Avaya Aura Media Server only when there is any media related operations. If the call termination policy is set to DROP_CALL_IF_ONE_PARTICIPANT_REMAINS and the call is a 2 party call, then the call will drop after dropping a participant. The call remains active if the call termination policy is set to DROP_CALL_WHEN_NO_PARTICIPANT_REMAINS. If the media policy is set to MEDIA_SERVER_NEEDED_ONLY_FOR_MEDIA_OPERATION, and a Play Announcement task is invoked, the Avaya Aura Media Server is included in the call during the execution of Play Announcement. The Avaya Aura Media Server is included always in the call when the media policy is set to MEDIA_SERVER_INCLUDED. March 2017 Avaya Engagement Designer Developer's Guide 99

100 Tasks Drop Participant Task definition The Drop Participant task drops a participant from an active call. If the call termination policy is set to DROP_CALL_IF_ONE_PARTICIPANT_REMAINS, the call is dropped after the participant is dropped, otherwise the call remains active. Drop Participant is an asynchronous task. It waits to receive a PARTICIPANT_DROPPED event. It should be used in call intercept cases. Task properties Phone number (mandatory) Phone number of the participant to be dropped from the call. The phone number can be just the participant s handle, or in the form handle@domain. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call. Map the ucid from the Call event or from a task returning ucid in the output. phonenumber (mandatory) Phone number of the participant to be dropped from the call. The phone number can be just the participant s handle, or in the form handle@domain. Output schema ucid Universal Call Identifier. Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use case Use the Drop Participant task to drop a participant from an active call. Use the Drop Participant task with Add Participant tasks to replace an existing party with a new party from the call. In this case, set the call termination policy to DROP_CALL_WHEN_NO_PARTICIPANT_REMAINS. Otherwise, the call will be dropped after dropping a participant. If the call termination policy is DROP_CALL_IF_ONE_PARTICIPANT_REMAINS, the Drop Participant task is equivalent to the Drop Call task. March 2017 Avaya Engagement Designer Developer's Guide 100

101 Telephony Communications tasks Add Participant Task definition The Add Participant task adds another participant to the call. If the call is ringing, Add Participant has the effect of adding another participant so that multiple participants are ringing. If the call has dropped to a single participant (if allowed by the Call Termination Policy), Add Participant can be used to add another participant. If the call already has two connected (established, talking) participants, Add Participant is not allowed. Add Participant is a synchronous task. It should be used in call intercept cases. Task properties Phone number (mandatory) Phone number of the participant to be added to the call. The phone number can be just the participant s handle, or in the form handle@domain. Display name Participant s display name. Use only alphanumeric characters in the display name. Special characters are not supported. If a special character is used, the displayed name truncates at the location of the special character. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Adding alerting participants is generally an action that would be desired on the behalf of the called party. While some use cases could be envisioned for performing such actions in the calling phase of the call, this is not currently supported. An addparticipant() operation will fail if executed from a Calling Party service while the call is alerting. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call. Map the ucid from the Call event or from a task returning ucid in the output. phonenumber (mandatory) Phone number of the participant to be added to the call. The phone number can be just the participant s handle, or in the form handle@domain. displayname Participant s display name. Use only alphanumeric characters in the display name. Special characters are not supported. If a special character is used, the displayed name truncates at the location of the special character. Output schema ucid Universal Call Identifier. Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. March 2017 Avaya Engagement Designer Developer's Guide 101

102 Tasks Use case Use the Add Participant task to alert multiple destinations to a call. When one of the alerting parties answers, the other parties will be out of the call. Use the Add Participant task with the Drop Participant task to replace an existing party with a new party from the call. In this case, set the call termination policy to DROP_CALL_WHEN_NO_PARTICIPANT_REMAINS. Otherwise, the call will be dropped after dropping a participant. Invoke the Add Participant task in the Single Leg Active call to bring a new party into the call. Use the Receive task to listen to the event ADD_PARTICIPANT_FAILED to trace if the operation fails to add a participant. Set Called Party Task definition The Set Called Party task sets the called party s display name/identity to be presented to other parties in the call. Set Called Party is a synchronous task. Task properties Display name (mandatory) Called party s display name to be presented to other parties in the call. Use only alphanumeric characters in the display name. Special characters are not supported. If a special character is used, the displayed name truncates at the location of the special character. Phone number The called party s phone number to be presented to other parties in the call. The phone number can be just the caller s handle, or in the form handle@domain. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call. Map the ucid from the Call event or from a task returning ucid in the output. displayname (mandatory) Called party s display name to be presented to other parties in call. Use only alphanumeric characters in the display name. Special characters are not supported. If a special character is used, the displayed name truncates at the location of the special character. phonenumber The called party s phone number to be presented to other parties in the call. The phone number can be just the caller s handle, or in the form handle@domain. Output schema ucid Universal Call Identifier. Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. March 2017 Avaya Engagement Designer Developer's Guide 102

103 Telephony Communications tasks Prerequisites Not applicable. Related Boundary Events Not applicable. Use case Use the Set Called Party task to set the calling party s identity to be displayed to other parties in the call when the call is forwarded to another SIP endpoint. Use the attribute presenteddisplayname of the Get Called Party task to fetch the value of the display name in the WFDs. Use the attributes presentedhandle or presenteddomain of the Get Called Party task to fetch the handle or domain part of phone number respectively in the WFDs. Set Calling Party Task definition The Set Calling Party task sets the caller s display name/identity or phone number to be presented to other parties in the call. Set Calling Party is a synchronous task. Task properties Display name (mandatory) Caller s display name to be presented to other parties in the call. Use only alphanumeric characters in the display name. Special characters are not supported. If a special character is used, the displayed name truncates at the location of the special character. Phone number The caller s phone number to be presented to other parties in the call. The phone number can be just the caller s handle, or in the form handle@domain. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call. Map the ucid from the Call event or from a task returning ucid in the output. displayname (mandatory) Caller s display name to be presented to other parties in call. Use only alphanumeric characters in the display name. Special characters are not supported. If a special character is used, the displayed name truncates at the location of the special character. phonenumber The caller s phone number to be presented to other parties in the call. The phone number can be just the caller s handle, or in the form handle@domain. Output schema ucid Universal Call Identifier. Status Success if the task succeeds. Failed if the task fails to execute. March 2017 Avaya Engagement Designer Developer's Guide 103

104 Tasks Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use case Use the Set Calling Party task to set the caller s identity to be displayed to other parties in the call when the call is forwarded to another SIP endpoint. Use the attribute presenteddisplayname of the Get Calling Party task to fetch the value of the display name in the WFDs. Use the attributes presentedhandle or presenteddomain of the Get Calling Party task to fetch the handle or domain part of phone number respectively in the WFDs. Get Calling Party Task definition The Get Calling Party task collects calling party information for the designated call ID. Get Calling Party is a synchronous task. Task properties None. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call. Map the ucid from the Call event or from a task returning ucid in the output. All mandatory fields should be mapped using the Input Mapping window for validation to succeed. Output schema ucid Universal Call Identifier Address An address string in the format handle@domain displayname Display name of the participant as provided by the network or endpoint. domain Domain part of the party's address as provided by the network or endpoint. handle Handle part of the party's address as provided by the network or endpoint. presenteddisplayname Display name to be presented to other parties in the call, as previously set by the client service. presenteddomain Domain part of this party's address to be presented to other parties in the call, as previously set by the client service. presentedhandle Handle part of this party's address to be presented to other parties in the call, as previously set by the client service. March 2017 Avaya Engagement Designer Developer's Guide 104

105 Telephony Communications tasks type The protocol type used by the participant. (SIP/SIPS) Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use Case In a customer service or call center workflow, use the Get Calling Party task to log information about a customer who is calling. For example, a call center would want to keep a history of the customers that called in. Get Called Party Task definition The Get Called Party task collects called party information for the designated call ID. Get Called Party is a synchronous task. Task properties None. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call. Map the ucid from the Call event or from a task returning ucid in the output. All mandatory fields should be mapped using the Input Mapping window for validation to succeed. Output schema ucid Universal Call Identifier. Address An address string in the format handle@domain. displayname Display name of the participant as provided by the network or endpoint. domain Domain part of the party's address as provided by the network or endpoint. handle Handle part of the party's address as provided by the network or endpoint. presenteddisplayname Display name to be presented to other parties in the call, as previously set by the client service. presenteddomain Domain part of this party's address to be presented to other parties in the call, as previously set by the client service. presentedhandle Handle part of this party's address to be presented to other parties in the call, as previously set by the client service. type The protocol type used by the participant. (SIP/SIPS) March 2017 Avaya Engagement Designer Developer's Guide 105

106 Tasks Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use Case In a customer service or call center workflow, use the Get Called Party task to log information about a customer who is being called. For example, a call center would want to keep a history of the customers that called in. Set Call Context Task definition The Set Call Context task sets the context (any string) or adds collected digits to a call. Set Call Context is a synchronous task. Task properties Context ID Any string to specify the context of the call. Collected digits Collected digits to be added to the call. Call Attributes Stores an attribute for later retrieval. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Either Context Id or Collected Digits should be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call where the information will be added. Map the ucid from the Call event or from a task returning ucid in the output. contextid Any string to specify the context of the call. collecteddigits Collected digits to be added to the call. callattributes Stores an attribute for later retrieval. Output schema ucid Call ID of the call. Status Success if the task succeeds. Failed if the task fails to execute. March 2017 Avaya Engagement Designer Developer's Guide 106

107 Telephony Communications tasks Error handling Not applicable. Prerequisites Not applicable. Related Boundary Events Not applicable. Use Case When a customer calls a call center and selects options from an Interactive Voice Response (IVR) system, the options selected can be added to the call using the Collected Digits parameter. The call then can be routed to an agent based on those digits. Any other information like customer id of the caller can be added to the call as Context. The agent can then retrieve the customer id to see the history of the caller. Get Call Context Task definition The Get Call Context task retrieves the context (string) or collected digits from a call. Get Call Context is a synchronous task. Task properties None. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call where the information will be retrieved. Map the ucid from the Call event or from a task returning ucid in the output. callattribute Retrieve an attribute that was previously stored with the Set Call Context task. All mandatory fields should be mapped using the Input Mapping window for validation to succeed. Output schema ucid Call ID of the call. contextid String set on the call to specify the context of the call. collecteddigits Collected digits set on the call. callattribute Retrieve an attribute that was previously stored with the Set Call Context task. Status Success if the task succeeds. Failed if the task fails to execute. Error handling Not applicable. Prerequisites Not applicable. March 2017 Avaya Engagement Designer Developer's Guide 107

108 Tasks Related Boundary Events Not applicable. Use Case When a customer calls a call center and selects options from an Interactive Voice Response (IVR) system, the options selected and any other information, like the customer ID of the caller, are set to the call. Use the Get Call Context task to retrieve the Collected Digits to route the call to the right agent. The agent can then retrieve the customer id set as Context using this task to see the history of the caller. Get User Data Task Get User Data Task description The Get User Data task retrieves user information, such as different profiles and communication addresses configured on System Manager, for the designated user. This is a synchronous task. Task properties Login name The login name of the user as defined in System Manager. Phone number The SIP handle of a user who is configured in System Manager. You must enter a value for either the Login name or Phone number. If you enter information in both fields, the Login name takes precedence over the Phone number. For validation to succeed, either Login name or Phone number should be mapped using the Input Mapping window or entered in the Properties window. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. Input schema loginname The login name of the user as defined in System Manager. phonenumber The SIP handle of a user who is configured in System Manager. If you map both fields, the Login name takes precedence over the Phone number. Output schema enterprise_id The enterprise id of the user (same as the login name). communication_address getuserdata will fetch the results only for users that have the communication address. - AVAYA_E164 : List of Avaya E164 addresses configured for the user. - AVAYA_SIP : List of Avaya SIP addresses configured for the user. March 2017 Avaya Engagement Designer Developer's Guide 108

109 Media Communication tasks - AVAYA_XMPP : List of Avaya XMPP addresses configured for the user. - GOOGLE_TALK : List of Google Talk addresses configured for the user. - IBM_SAMETIME : List of IBM Sametime addresses configured for the user. - LOTUS_NOTES : List of Lotus Notes addresses configured for the user. - MICROSOFT_EXCHANGE : List of Microsoft Exchange addresses configured for the user. - MICROSOFT_OCS_SIP : List of Microsoft OCS SIP addresses configured for the user. - OTHER_ List of other addresses configured for the user. - OTHER_SIP : List of other SIP addresses configured for the user. - WORK_ASSIGNMENT: List of work assignment addresses configured for the user. - MOBILE: List of mobile numbers configured for the user. - OTHER_XMPP : List of other XMPP addresses configured for the user. tennant_id Tenant ID of the user. (A tenant identifies a business unit and allows for multiple business units to share an implementation but still have data segmented within that implementation.) Use Case Use the Get User Data task to fetch the address of the user to send an . Media Communication tasks Play And Collect Task definition The Play And Collect task plays an announcement and collects dual tone multi-frequency (DTMF) digits pressed by the calling or called party. Play and Collect is an asynchronous task. It resumes when the announcement times out, is terminated, or is interrupted by digits being pressed. Task properties In the following list of properties, the media source is mandatory. The Media URI/Text source takes precedence over values selected for the Media name space, Media group name and Media file. Values specified by input mapping take precedence over corresponding values entered in the Properties window. Media URI/Text/cstoreURI (mandatory) The source that identifies the list of audio resources or the text-to-speech (TTS) string to be played on the call. Legal value for source: a list of cstore:// or file:// or URI for audio resources or TTS text strings to be synthesized into speech. Locale Prompt language supported by Avaya Aura Media Server (MS). March 2017 Avaya Engagement Designer Developer's Guide 109

110 Tasks Number of digits The number of digits that must be collected. Valid entry: number greater than or equal to 1. Termination key The termination key that stops a digit collection operation. A possible value could be a digit '0-9', '*' or '#' symbol. The user may enter the termination key at will to terminate the announcement. The default value is the # symbol. The user is never prompted to press the termination key. However, the user can may choose to terminate the process by pressing the termination key. The moment Avaya Aura Media Server (MS) detects the last digit of the required number of digits entered by the user, the task collects and returns the output. Pressing the termination key is not required. Handle The number/address for whom the announcement will be played and digits collected from. Collect digits from The recipient of the announcement, the called or calling party. Valid entries: calling and called. Interrupt announcement (optional) Determines whether the audio announcement is interrupted when a digit is pressed. True (default) interrupts the announcement. False does not. Timeout (optional) Number of seconds to wait to receive the first digit. Default is 60 seconds. If a digit is not received in the specified time, the WFD continues to the next task. If both Handle and Collect digits from are provided, then Handle takes precedence. If none, then calling party is used. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call where the announcement is played. Map the ucid from the Call event or from a task returning ucid in the output. mediauri (mandatory) The source that identifies the list of audio resources or the text-tospeech (TTS) string to be played on the call. Legal value for source: a list of cstore:// or file:// or URI for audio resources or TTS text strings to be synthesized into speech. numberofdigits The number of digits that must be collected before an event is generated. Valid entry: number greater than or equal to 1. terminationkey The termination key that stops a digit collection operation. A possible value could be a digit '0-9', '*' or '#' symbol. The user may enter the termination key at will to terminate the announcement. The default value is the # symbol. Handle The number/address for whom the announcement will be played and digits collected from. participant The recipient of the announcement, the called or calling party. Valid entries: calling, called. Interruptibility (optional) Determines whether the audio announcement is interrupted when a digit is pressed. True (default), interrupts the announcement. False does not. timeout (optional) Number of seconds to wait to receive the first digit. Default is 60 seconds. If both Handle and Collect digits from are mapped, then Handle takes precedence. If none, then calling party is used. March 2017 Avaya Engagement Designer Developer's Guide 110

111 Media Communication tasks Output schema ucid Universal call ID of the call. digits Digits collect by the task. status: - FAILED - If the digit collection failed before any completion criteria was met. - NUMBER_OF_DIGITS - If the collection ended and the number of digits is met. - STOPPED - The digit collection operation was stopped explicitly by the client service. - TERMINATION_KEY - If the collection ended and the termination key was met. - TIMEOUT - If the collection completes and there was no DTMF entered. Look for the following messages in the status when a task is not success, correlate the output, and add logic appropriately: - shortreason:'after_answer - shortreason:' MEDIA_SERVER_FAILURE Error handling Not applicable. Prerequisites Avaya Aura Media Server (MS) must be configured. See the following related documents on the Avaya support site: - Implementing and Administering Avaya Aura Media Server - Deploying and Updating Avaya Aura Media Server Appliance - The Avaya Aura Media Server (MS) field descriptions in Administering Avaya Breeze. Any MRCP server, like the Nuance server, and the Real-Time Speech snap-in must be installed and configured for Text-to-Speech (TTS) functionality. See the following related documents on the Avaya support site: - The MRCP configuration section of Implementing and Administering Avaya Aura Media Server - Avaya Real-Time Speech Snap-in Reference Related Boundary Events Attach a Message Boundary Event or Timeout Boundary Event to the task with Interrupting set to true to cancel/stop the task before it completes. Use case Use the Play and Collect task to play an announcement to a caller prompting them to enter DTMF digits. Use the digits to route the call to the appropriate path in the workflow. The following is the priority for the Play and Collect task: 1. If the handle is specified, the Play and Collect task uses the handle. March 2017 Avaya Engagement Designer Developer's Guide 111

112 Tasks 2. If the handle is null, but the participant is given, the Play and Collect task uses the participant. 3. If both the handle and participant are null, the single active participant is used. If there is more than one active participant, the Play and Collect task uses the calling party. Play Announcement Task definition The Play Announcement task plays an announcement during a call. Play Announcement is an asynchronous task. Task Properties In the following list of properties, the media source is mandatory. The Media URI/Text source takes precedence over values selected for the Media name space, Media group name and Media file. Values specified by input mapping take precedence over corresponding values entered in the Properties window. Media URI/Text/cstoreURI (mandatory) The source that identifies the list of audio resources or the text-to-speech (TTS) string to be played on the call. Legal value for source: a list of cstore:// or file:// or URI for audio resources or TTS text strings to be synthesized into speech. Handle The number/address for whom the announcement will be played. Play announcement to - Callid Play the announcement to the callid. All parties connected to the call hear the announcement. - Called Play the announcement to the called party only. - Calling Play the announcement to the calling party only. Locale Prompt language supported by Avaya Aura Media Server (MS). Interrupt announcement (optional) Determines whether the audio announcement is interrupted when a digit is pressed. True (default) interrupts the announcement. False does not. Announce forever (Optional) Sets the media to play forever without being interrupted by a timer expiration. The duration and Iterate count parameters are not used when this flag is set to true. Default is false. If both Handle and Play announcement to have a value, Handle takes precedence. If none, then callid is used. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema ucid (Universal Call Identifier) (mandatory) Call ID of the call where the announcement is played. Map the ucid from the Call event or from a task returning ucid in the output. March 2017 Avaya Engagement Designer Developer's Guide 112

113 Media Communication tasks mediauri (mandatory) The source that identifies the list of audio resources or the text-tospeech (TTS) string to be played on the call. Legal value for source: a list of cstore:// or file:// or URI for audio resources or TTS text strings to be synthesized into speech. Handle The number/address for whom the announcement will be played. participant The recipient of the announcement the called or calling party. Valid entries: callid, calling, called. Interruptibility (optional) Determines whether the audio announcement is interrupted when a digit is pressed. True (default), interrupts the announcement. False does not. announcementforever (Optional) Sets the media to play forever without being interrupted by a timer expiration. The duration and Iterate count parameters are not used when this flag is set to true. Default is false. locale Prompt language supported by Avaya Aura Media Server (MS). If both Handle and Play announcement to are mapped, Handle takes precedence. If none, then callid is used. Output schema ucid Call ID of the call. status: - COMPLETE - Play completed because all media generation completed. - FAILED - Play operation failed before it could complete. - INTERRUPTED - Play completed because the media was interrupted by a digit press. - STOPPED - The play operation was stopped explicitly by the client service. Look for the following messages in the status when a task is not success, correlate the output, and add logic appropriately: - shortreason:'after_answer - shortreason:' MEDIA_SERVER_FAILURE Error handling Not applicable. Prerequisites Avaya Aura Media Server (MS) must be configured. See the following related documents on the Avaya support site: - Implementing and Administering Avaya Aura Media Server - Deploying and Updating Avaya Aura Media Server Appliance - The Avaya Aura Media Server (MS) field descriptions in Administering Avaya Breeze. Any MRCP server, like the Nuance server, and the Real-Time Speech snap-in must be installed and configured for Text-to-Speech (TTS) functionality. See the following related documents on the Avaya support site: - The MRCP configuration section of Implementing and Administering Avaya Aura Media Server March 2017 Avaya Engagement Designer Developer's Guide 113

114 Tasks - Avaya Real-Time Speech Snap-in Reference Related Boundary Events Attach a Message Boundary Event or Timeout Boundary Event to the task with Interrupting set to true to cancel/stop the task before it completes. Use case A customer may want to speak to a contact center agent who is not available. Use the Play Announcement task to play music to the caller until the agent becomes available. Alternately, use the Play Announcement task to play welcome music to a caller before the call connects to an agent. The following is the priority for the Play Announcement task: 1. If the handle is specified, the Play Announcement task uses the handle. 2. If the handle is null, but the participant is given, calling or called, the Play Announcement task uses the participant. 3. If both the handle and participant are null, the Play Announcement task uses the callid so that all participants on the call hear the announcement, Recognize Speech Task definition The Recognize Speech task plays an announcement during a call and lets the user either press a number or speak pre-defined phrases to make a selection in a simple menu-based application. Recognize Speech is an asynchronous task. Task properties Description Text that describes what the user wants this appearance of the task to accomplish in this WFD. Speech recognition options A dynamic combination of words and numbers the task recognizes. Click expand to add a combination to the list. Each combination contains the following properties: - DTMF Tone: A value between 0 to 9 that the caller or called party can press on the dial pad to select a choice. - Speech Key: A user-defined key that the task passes to the workflow to identify which choice the caller or called party made. - Phrases: The words, separated by commas, that the task recognizes as indicating this choice. The task detects the choice when the caller or called party utters any of these phrases. Input schema ucid Universal Call Identifier (mandatory). The Call ID of the call where the speech is being recognized. Output schema choice The choice selected by the caller or called party. March 2017 Avaya Engagement Designer Developer's Guide 114

115 Media Communication tasks Prerequisites Avaya Aura Media Server (MS) must be configured. See the following related documents on the Avaya support site: - Implementing and Administering Avaya Aura Media Server - Deploying and Updating Avaya Aura Media Server Appliance - The Avaya Aura Media Server (MS) field descriptions in Administering Avaya Breeze. Any MRCP server, like the Nuance server, and the Real-Time Speech snap-in must be installed and configured for Text-to-Speech (TTS) functionality. See the following related documents on the Avaya support site: Use Case - The MRCP configuration section of Implementing and Administering Avaya Aura Media Server - Avaya Real-Time Speech Snap-in Reference Use the Recognize Speech task in a call flow to let a customer press a number or say a phrase to make a selection in response to an announcement in a simple menu-based application. For example, for a bank call center, the following DTMF tone and Phrase combinations could be used to route a call to the correct department. DTMF Key Key Identifier Phrases 1 Checking Check, checking, checks 2 Savings Savings, save, saving 3 Service Representative, service, customer service, agent Schedule Scopia Task description The Schedule Scopia task schedules a Scopia conference with the specified parameters and outputs the URL for the conference. The URL can then be sent to conference participants by or SMS. Schedule Scopia is a synchronous task. Task properties Subject (mandatory) Subject of the conference. From Start Calendar time for the conference. Select the date and time from the calendar that appears when you place your cursor in the field. To End Calendar time for the conference. Select the date and time from the calendar that appears when you place your cursor in the field. Participant count Participant resources to be reserved. More participants can join if resources are available. Any number greater than 0, preferable greater than 3. Default is 2. March 2017 Avaya Engagement Designer Developer's Guide 115

116 Tasks Moderator Pin Pin for moderator to use to join the conference. Any number greater than 0, preferably 5 digits long with no repeating digits. Participant Pin Pin for the participants to use to join the conference. Any number greater than 0, preferably 5 digits long with no repeating digits. If a start and end time are not entered, by default the conference will start at the time the WFD is deployed, and it will last for one hour. A Scopia meeting cannot exceed 30 days if a start and end time are entered. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema subject (mandatory) Subject of the conference. duration - days Duration of the conference in number of days. - hours Duration of the conference in hours. - minutes Duration of the conference in minutes. participantcount Participant resources to be reserved. More participants can join if resources are available. Any number greater than 0, preferable greater than 3. Default is 2. moderatorpin Pin for moderator to use to join the conference. Any number greater than 0, preferably 5 digits long with no repeating digits. participantpin Pin for the participants to use to join the conference. Any number greater than 0, preferably 5 digits long with no repeating digits. starttime - year The year the conference starts (for example, 2016) - month The month the conference starts (for example, 11) - date The day of the month the conference starts (for example, 17) - hour The hour the conference starts (for example, 15) - minute The minute the conference starts (for example, 45) The examples above describe a conference scheduled to start at 3:45 p.m., November 17, If a start and end time are not entered, by default the conference will start at the time the WFD is deployed, and it will last for one hour. Output schema ScopiaUrl Url of the Scopia conference that is created by the task. Error handling Not Applicable. March 2017 Avaya Engagement Designer Developer's Guide 116

117 Media Communication tasks Prerequisites The Scopia connector snap-in must be installed and configured with the Scopia server details. Related Boundary Events Not Applicable. Use Case Use the Schedule Scopia task to set up a video conference with a team. You can use this task to schedule the conference at a specified time and send the scopia URL via to team members. Record Participant Task description The Record Participant task enables/starts recording for one participant in the call. It supports recording only one participant in one call. The Record Participant task does not work at the call alerting stage. For example, it cannot be place immediately after Allow Call, Forward Call, or other call alerting task. Record Participant is a synchronous task. However, it functions as an asynchronous task if the Wait until the recording is complete checkbox is selected. Task properties File URI (mandatory) The URI of the recorded WAV file (.wav). This is the location where the recording will be written after the recording is completed. The URI scheme must be one of the following cstore:// or file://. Do not specify the file name in the File URI as it will be automatically generated by the task and appended to the File URI. Examples of each URI scheme: - Content Store: cstore://?ns=announcements&cg=greetings This URI scheme is based on the Avaya Aura Media Server content-id (It will be generated by the task and inserted before the question mark), namespace (announcements) and content group (greetings) parameters. This requires an administrator who logged into the Avaya Aura Media Server management web page to add the namespace and content group prior to a record operation - Http URI: - Https URI: The Public Key Infrastructure (PKI) trusted certificate of the HTTP server must be installed on the media server. - File URI: file:// The recording file is local to the media server. The recorded file is not replicated to other media servers in either a load-balanced or clustered environment. Therefore, play back of the recording can fail in load-balanced or clustered environments. See Avaya Aura Media Server documentation for details about content store administration, or for details about supported wav file formats (for example 16 bit mono sampled at 8kHz) and PKI rusted certificate. March 2017 Avaya Engagement Designer Developer's Guide 117

118 Tasks Recorded Party (mandatory) The participant (Call Party) that will be recorded. Select Calling, Called or Answering from the drop-down menu. The Answering party is available only after the call is answered. Maximum Duration The maximum recording duration in milliseconds. The default is ms if this value is not configured. Termination Key The key available on the dial pad that the user can press to stop the recording. Valid keys are 0 to 9, * and #. Recording File Name Pattern The recording file name pattern. There are three options: RecordedParty_CallId, CallPartyNumber_CallId and CallPartyNumber_Timestamp. For example, Calling_ , 2300_ and 2100_ The Time Stamp is in the format of yyyymmddhhmmss. The default RecordedParty_CallId is used if none is selected. Retrieval URL The URL from which the recorded WAV file can be retrieved. By default, the Retrieval URL property is the same as File URI if not specified otherwise. When you configure it, do not specify the recording file name in the URL. The task will append the file name to the URL and generate the output for Output Mapping. For example: Wait until the recording is complete Select if you want to proceed to the next task only after the recording is completed. In some scenarios, the recording file does not need to be processed by this workflow in real time, so the Record Participant task does not have to wait until the actual recording is completely finished. Error handling Errors can be handled by using Error Boundary Events. Use Case Answer Machine The workflow is kicked off by a CALL_INTERCEPT_TO_CALLED_PARTY event selected in the Start Event. The Record Participant task is configured to record the Calling party and the Wait until the recording is completed checkbox is selected. After the recording ends, the Send task sends the retrieval URL of the recording WAV file to the called person by . Record Called Party and wait until the recording is completed The workflow is kicked off by a CALL_INTERCEPT_TO_CALLED_PARTY event selected in the Start Event. The Record Participant task is configured to record the Called party and the Wait until the recording is completed checkbox is selected. A Message Boundary Event is attached to the Record Participant task to catch the CALL_ENDED event. After the call is answered, the Record Participant is executed to enable and start recording. When the recording completes, the Send task sends the retrieval URL of the recording WAV file to a person by . Enable Recording Called Party The workflow is kicked off by a CALL_INTERCEPT_TO_CALLED_PARTY event selected in the Start Event. The Record Participant task is configured to record the Called party. March 2017 Avaya Engagement Designer Developer's Guide 118

119 Transformation tasks For an incoming call, the Record Participant is executed to enable recording and the Allow Call task allows the call to go through. The workflow would be completed before the call is answered and ended. The recording file will be available after the recording is ended. Transformation tasks Assign Task description The Assign task adds a designated string and number to the workflow. Can be used to set global variables for a flow. There are no inputs to the task. Task properties Assign String The string to add to the WFI. Assign Int The number to add to the WFI. Work Assignment tasks Work Assignment tasks overview Work Assignment tasks require that you have installed the Avaya Work Assignment Snap-in on Avaya Breeze. If the snap-in is not installed, the task will appear grayed out on the canvas. You will still be able to configure the task, but an attempt to deploy the Workflow Definition will result in an error. For more information about Work Assignment see Avaya Work Assignment Snap-in Reference. Input mapping for Work Assignment tasks Input mapping values WorkId is the unique identifier of the Work Assignment resource request. WorkRequestID can be used to associate multiple resource requests in a single flow (each with their own unique Work ID) with a single customer session (e.g. a phone call). If multiple requests for resources are not used in the flow, then Work ID and Work Request ID should have the same value. March 2017 Avaya Engagement Designer Developer's Guide 119

120 Tasks MatchType is used for selecting the level of resource matching required for this task: Full All resources must be available for a match or the task returns immediately as unfulfilled. This is the default value. Partial The request for resources is filled even if only some of the resources are available. The request will succeed if at least one resource is available. If MatchType is set in both the Properties window and by input mapping, the value in the task Properties takes precedence. Note: MatchType is required only for Request Multiple and Request Group. Strategy tells Work Assignment which Resource Selection Strategy to use when selecting resources. It must correspond to a known value defined in Work Assignment. These values are listed in the Strategy field in the task properties. ServiceMap is a list of Services that the Work Assignment Engine uses to locate the best resource(s). It is a JSON object that is typically created by an external application that characterizes the incoming work, and will be used by the Work Assignment Engine to find the best available resource that matches these services. Service Map example The following is a Service Map example: Consider the following when assigning a rank: If resources are available in more than one ranked service, the resources from the highest ranked service are used. March 2017 Avaya Engagement Designer Developer's Guide 120

121 Work Assignment tasks Multiple resources must be available for a rank to be applied. If there is only one resource or no resources are available, then the normal Strategy applies. If rank is assigned for some services but not for others, the services without a rank default to the lowest rank. If a ranked service is not available, Strategy is used to select among the unranked services. The minproficiency and maxproficiency fields are optional. These fields are used to request a preferred proficiency range for resource matches. Input mapping example Child-level mapping You can skip top-level mapping and instead map only child objects from the Service Map. Validation checks for either a top-level mapping, or at least one child-level mapping. If either is present, validation succeeds. However, validation is also checked at run time. So, even if input mapping validation succeeds, you can potentially still get a run-time error back from Work Assignment if invalid data is provided to the workflow at run-time. The following is an example of child-level mapping: March 2017 Avaya Engagement Designer Developer's Guide 121

122 Tasks Output mapping for Work Assignment tasks Output mapping values The following values can be mapped. For synchronous tasks (everything except Request Resource and Update Request Resource), view the values by clicking Output Mapping on the task. For the asynchronous task, Request Resource, click Output Mapping on the WORK_OFFER, WORK_QUEUED or WORK_ERROR Message Boundary Events. WorkId If a Work Correlator has been used, or if no WorkId has been supplied as input, WorkID holds the updated Work Id. ActionType An enumerated value representing the status of the Work. It can be used for error checking and verification in a subsequent conditional expression. Allowed values: WORK_QUEUED, WORK_OFFER, WORK_ERROR, WORK_UNFULFILLED, RESOURCE_WORK_OFFER. ResourceList An array containing the routable address of one or more resources, depending on the task. The Resource List can be stored in the Variables node and used as input to another task, such as Send , Send Text Msg, or Schedule Scopia. March 2017 Avaya Engagement Designer Developer's Guide 122

123 Work Assignment tasks ServiceResponseMap A map of objects containing data sent back from Work Assignment. For a WORK_QUEUED Message Boundary Event, the data contains a metrics object with information about the staffed resource count, the expected wait time etc. For a WORK_OFFER Message Boundary Event, the data contains a resourcelist object with information about the channel, the native resource id (for example, the agent id), etc. Only the service or services that had matching resources are populated. Output mapping example Work Assignment Message Boundary Events A Work Assignment Message Boundary Event can be placed on any task for which an asynchronous response is expected. Important: Select Instance+Task in the Criterion field on the Message Boundary Event Properties window. Use a meaningful Message Boundary Event name in the Label field. For example, enter QUEUEDReceived for the Work Assignment WORK_QUEUED Event type. See the Avaya Engagement Designer Developer s Guide for additional information about using Message Boundary Events. WORK_ERROR Message Boundary Event Place the WORK_ERROR Message Boundary Event on a Create Process task in the main flow. If Work Assignment encounters any internal error, it attempts to notify the workflow via an ERROR March 2017 Avaya Engagement Designer Developer's Guide 123

124 Tasks event. This event terminates the sub-process, and suitable cleanup or defaulting action can be taken. Important: Select Instance+Task in the Criterion field, and use a meaningful task name, for example, ERRORReceived. March 2017 Avaya Engagement Designer Developer's Guide 124

125 Work Assignment tasks WORK_OFFER Message Boundary Event Place the WORK_OFFER Message Boundary Event on a Create Process task in the main flow. When a resource becomes available, Work Assignment sends a WORK_OFFER event to the workflow. This event cancels any wait treatment by terminating the sub-process. The resource contained in the OFFER can be used in follow-on tasks in the main process. For example, it can be used as input to an Forward Call or Send task. Important: Select Instance+Task in the Criterion field, and use a meaningful task name, for example, OFFERReceived. Output mapping For Voice Elite flows, click the Output Mapping button to map the NativeResourceId (the Communication Manager agent id) and the SourceAddress (the Communication Manager VDN) as shown. For everything else ( , SMS etc.), map the ResourceList value (the address for example). March 2017 Avaya Engagement Designer Developer's Guide 125

126 Tasks WORK_QUEUED Message Boundary Event Place the WORK_QUEUED Message Boundary Event on a Request Resource task in the sub flow. If no matching resource is available, Work Assignment sends a WORK_QUEUED event to the workflow. This event is an indicator that everything is healthy (Work Assignment, the network, etc.). It is an indicator that the workflow should begin wait treatment, for example, for Voice, use a Play Announcement task to play music. Important: Select Instance+Task in the Criterion field, and use a meaningful task name, for example, QUEUEDReceived. March 2017 Avaya Engagement Designer Developer's Guide 126

127 Work Assignment tasks Work Assignment sample Workflow Definitions In a Call Center environment Work Assignment requires two Workflow Definitions (WFDs) the primary flow and the subflow. The following are typical of WFDs used with Work Assignment. March 2017 Avaya Engagement Designer Developer's Guide 127

128 Tasks Flow Subflow The following subflow demonstrates: The use of the Update Resource Request task after the Request Resource task fails to provide resources after a specified time. For example, the failure could happen because all resources are busy, or there are no resources logged in. The use of the Error Boundary Event to pass information to the Log Message task for display. March 2017 Avaya Engagement Designer Developer's Guide 128

129 Work Assignment tasks Request Resource Task definition The Request Resource task requests that Work Assignment finds the best possible single resource based on one or multiple sets of attributes and properties identified in the task. Request Resource can also be used to request a Specified Resource (required or preferred) by providing a Resource Map in the request. The Resource Map is provided through the input mapping. Request Resource is an asynchronous task. It will wait or queue the request and unblock only when it receives a response from Work Assignment as determined by an attached Message Boundary Event. The WFD can proceed with wait treatment and updates while waiting for a resource to become available. March 2017 Avaya Engagement Designer Developer's Guide 129

130 Tasks For more information about Request Resource, see Avaya Work Assignment Snap-in Reference. Task properties WA Cluster (required) The IP/FQDN address of the Work Assignment cluster. Addresses must be configured on the Service Globals tab of the Avaya Breeze Attributes Configuration page. For additional information, see Avaya Work Assignment Snap-in Reference. Strategy (required) Sets the Work Assignment strategy used when searching for matches. Strategy must be populated either in the task properties or in the input mapping. It cannot be empty when the task executes. If populated in both the task and the input mapping, the task value takes precedence. If the value is supplied via input mapping, it must match exactly the available values in the task. For example, Most Idle or Least Occupied. Select from the following values: - Least Occupied This value uses resource occupancy as its key metric. Occupancy is calculated and updated at regular intervals and the resource with the lowest occupancy is selected. - Most Idle Work Assignment checks when matching resources were last assigned work, and selects the resource that has been not processing any work for the longest period of time. Remove Attributes (optional) Removes the specified attributes from the set of attributes provided as input parameters to the task. For example, you could remove the Region to expand the possible matches. This field takes either a single attribute, for example, Region.South, or a comma-separated list, for example, Media.WebRTC, Product.Jeans. If the specified attribute(s) does not already exist, this field has no effect. After removing attributes, the service map must have at least one attribute. Remove Attributes cannot be used to empty a service map of all its attributes. Add Attributes (optional) Adds the specified attributes to the set of attributes provided as input parameters to the task. For example, you could add the Expertise of the desired resource. This field takes either a single attribute, for example, Region.South, or a commaseparated list, for example, Media.WebRTC, Product.Jeans. The specified attribute(s) should already be defined in Work Assignment, otherwise this field results in resources not being matched. If the attributes are not already defined in Work Assignment, Work Assignment sends a WORK_ERROR response. Work Correlator (optional) Allows the use of multiple Request tasks within the same workflow. The correlator is appended to the base work ID to distinguish between each request. The value must be an integer between 0 and Specified Resource Mapping Specified Resource is implemented in Engagement Designer by providing a Resource Map as well as a Service Map in the input schema for the Request Resource task. The distinction between Required Resource, Preferred Resource, and Service Match depends on the contents of the Resource Map and Service Map for a particular request: Only Resource Map is used (empty Service Map) Request is for a Required Resource (only the resource in the Resource Map can satisfy the request) Both Resource Map and Service Map are used Request is for a Preferred Resource (the resource in the Resource Map is preferred, but if not available then match against the service) Only Service Map is used (empty Resource map) Request is a regular Service Match March 2017 Avaya Engagement Designer Developer's Guide 130

131 Work Assignment tasks In a typical flow, both the Resource Map and Service Map are mapped to input from the event that instantiates the flow, and the actual behavior depends on which of the ResourceMap/ServiceMap fields are populated in the incoming event. Related Boundary Events Use the Request Resource task in conjunction with a Message Boundary Event, Error Boundary Event, or Timeout Boundary Event. Use Case Use the Request Resource task to find an agent in a contact center. Update Request Resource Task definition The Update Request Resource task modifies a resource request that is already waiting for a resource. The request must be queued for the update to be processed. Three types of changes can be made to the existing request: Change the priority of a service already requested. Add or remove a requested service from the previous request. Change the attributes of a service. Updates can be made only to requests for a single resource. Updates to multiple or group resource requests are not supported. Update Request Resource is an asynchronous task. Task properties WA Cluster (required) The IP/FQDN address of the Work Assignment cluster. Addresses must be configured on the Service Globals tab of the Avaya Breeze Attributes Configuration page. For additional information, see Avaya Work Assignment Snap-in Reference. Remove Attributes (optional) Removes the specified attributes from the set of attributes provided as input parameters to the task. For example, you could remove the Region to expand the possible matches. This field takes either a single attribute, for example, Region.South, or a comma-separated list, for example, Media.WebRTC, Product.Jeans. If the specified attribute(s) does not already exist, this field has no effect. Add Attributes (optional) Adds the specified attributes to the set of attributes provided as input parameters to the task. For example, you could add the Expertise of the desired resource. This field takes either a single attribute, for example, Region.South, or a commaseparated list, for example, Media.WebRTC, Product.Jeans. The specified attribute(s) should already be defined in Work Assignment, otherwise this field results in resources not being matched. Work Correlator (optional) Allows the use of multiple tasks within the same workflow. The correlator is appended to the base work ID to distinguish between each request. The value must be an integer between 0 and March 2017 Avaya Engagement Designer Developer's Guide 131

132 Tasks Input mapping When updating a work-item, the client must provide a key for the service to be updated. If the service for a given key (or index) has changed, the service is updated. Updating a service is in effect de-queuing from the previous service and en-queuing to the new service. If the service for a given key (or index) is removed, it is considered a request to remove this service from the work item. Related Boundary Events Use the Update Request Resource task in conjunction with a Message Boundary Event, Error Boundary Event, or Timeout Boundary Event. Use case In a Contact Center, use the Update Request Resource task to widen the pool of resources being searched if the preferred experts do not become available when needed. For example, the initial Request Resource task could request an agent with an expertise in a particular geographical area. If an agent with that expertise did not become available, use the Update Request Resource task to broaden the geographical area. Reject Resource Task definition The Reject Resource task notifies Work Assignment that a resource is rejected, for example because the provided resource was not valid, or did not accept the work. Additionally, it can then request a new resource based on one or multiple sets of attributes and properties identified in the task. A Reject Resource request that includes a service map generates a new request, but a Reject Resource request which has an empty service map cancels the work request. Reject Resource pertains only to requests for a single resource. Multiple and group resource requests are not supported. Reject Resource is an asynchronous task. Task properties WA Cluster (required) The IP/FQDN address of the Work Assignment cluster. Addresses must be configured on the Service Globals tab of the Avaya Breeze Attributes Configuration page. For additional information, see Avaya Work Assignment Snap-in Reference. Reason The reason the resource was rejected. Remove Attributes (optional) Removes the specified attributes from the set of attributes provided as input parameters to the task. For example, you could remove the Region to expand the possible matches. This field takes either a single attribute, for example, Region.South, or a comma-separated list, for example, Media.WebRTC, Product.Jeans. If the specified attribute(s) does not already exist, this field has no effect. Add Attributes (optional) Adds the specified attributes to the set of attributes provided as input parameters to the task. For example, you could add the Expertise of the desired resource. This field takes either a single attribute, for example, Region.South, or a commaseparated list, for example, Media.WebRTC, Product.Jeans. The specified attribute(s) March 2017 Avaya Engagement Designer Developer's Guide 132

133 Work Assignment tasks should already be defined in Work Assignment, otherwise this field results in resources not being matched. Work Correlator (optional) The correlator is appended to the base work ID to distinguish between each resource request. The value must be an integer between 0 and Related Boundary Events Use the Reject Resource task in conjunction with a Message Boundary Event, Error Boundary Event, or Timeout Boundary Event. Use Case Use the Reject Resource task if the resource does not accept the work or the resource is not valid for some other reason. Request Multiple Resources Task description The Request Multiple Resources task requests that Work Assignment finds multiple resources based on a single set of attributes and properties identified in the task. Request Multiple Resources is a synchronous task. Task properties WA Cluster (required) The IP/FQDN address of the Work Assignment cluster. Addresses must be configured on the Service Globals tab of the Avaya Breeze Attributes Configuration page. For additional information, see Avaya Work Assignment Snap-in Reference. Strategy (required) Sets the Work Assignment strategy used by this task when searching for matches. Strategy must be populated either in the task properties or in the input mapping. It cannot be empty when the task executes. If populated in both the task and the input mapping, the task value takes precedence. If the value is supplied via input mapping, it must match exactly the available values in the task. For example, Most Idle or Least Occupied. Select from the following values: - Least Occupied This value uses resource occupancy as its key metric. Occupancy is calculated and updated at regular intervals and the resource with the lowest occupancy is selected. - Most Idle Work Assignment checks when matching resources were last assigned work, and selects the resource that has been not processing any work for the longest period of time. Match Type (optional) Select the level of resource matching required for this task: - Full All resources must be available for a match or the task returns immediately as unfulfilled. This is the default value. - Partial The request for resources is filled even if only some of the resources are available. The request will succeed if at least one resource is available. If the Match Type is set in both the Properties window and by input mapping, the value in the task Properties takes precedence. March 2017 Avaya Engagement Designer Developer's Guide 133

134 Tasks Remove Attributes (optional) Removes the specified attributes from the set of attributes provided as input parameters to the task. For example, you could remove the Region to expand the possible matches. This field takes either a single attribute, for example, Region.South, or a comma-separated list, for example, Media.WebRTC, Product.Jeans. If the specified attribute(s) does not already exist, this field has no effect. Add Attributes (optional) Adds the specified attributes to the set of attributes provided as input parameters to the task. For example, you could add the Expertise of the desired resource. This field takes either a single attribute, for example, Region.South, or a commaseparated list, for example, Media.WebRTC, Product.Jeans. The specified attribute(s) should already be defined in Work Assignment, otherwise this field results in resources not being matched. Work Correlator (optional) Allows the use of multiple Request tasks within the same workflow. The correlator is appended to the base work ID to distinguish between each request. The value must be an integer between 0 and Use Case Use the Request Multiple Resources task to find several users in the same department for a Scopia conference. Request Group of Resources Task description The Request Group of Resources task requests that Work Assignment finds multiple resources based on multiple sets of attributes and properties identified in the task. Request Group of Resources is a synchronous task. Task properties WA Cluster (required) The IP/FQDN address of the Work Assignment cluster. Addresses must be configured on the Service Globals tab of the Avaya Breeze Attributes Configuration page. For additional information, see Avaya Work Assignment Snap-in Reference. Strategy (required) Sets the Work Assignment strategy used by this task when searching for matches. Strategy must be populated either in the task properties or in the input mapping. It cannot be empty when the task executes. If populated in both the task and the input mapping, the task value takes precedence. If the value is supplied via input mapping, it must match exactly the available values in the task. For example, Most Idle or Least Occupied. Select from the following values: - Least Occupied This value uses resource occupancy as its key metric. Occupancy is calculated and updated at regular intervals and the resource with the lowest occupancy is selected. - Most Idle Work Assignment checks when matching resources were last assigned work, and selects the resource that has been not processing any work for the longest period of time. March 2017 Avaya Engagement Designer Developer's Guide 134

135 Work Assignment tasks Match Type (optional) Select the level of resource matching required for this task: - Full All resources must be available for a match or the task returns immediately as unfulfilled. This is the default value. - Partial The request for resources is filled even if only some of the resources are available. The request will succeed if at least one resource is available. If the Match Type is set in both the Properties window and by input mapping, the value in the task Properties takes precedence. Remove Attributes (optional) Removes the specified attributes from the set of attributes provided as input parameters to the task. For example, you could remove the Region to expand the possible matches. This field takes either a single attribute, for example, Region.South, or a comma-separated list, for example, Media.WebRTC, Product.Jeans. If the specified attribute(s) does not already exist, this field has no effect. Add Attributes (optional) Adds the specified attributes to the set of attributes provided as input parameters to the task. For example, you could add the Expertise of the desired resource. This field takes either a single attribute, for example, Region.South, or a commaseparated list, for example, Media.WebRTC, Product.Jeans. The specified attribute(s) should already be defined in Work Assignment, otherwise this field results in resources not being matched. Work Correlator (optional) Allows the use of multiple Request tasks within the same workflow. The correlator is appended to the base work ID to distinguish between each request. The value must be an integer between 0 and Use Case Use the Request Group of Resources task to assemble a team of people with different skill sets. Cancel Request Task description The Cancel Request task sends a request to cancel an in-progress resource request. It can be used in conjunction with all of the Request tasks. Task properties WA Cluster (required) The IP/FQDN address of the Work Assignment cluster. Addresses must be configured on the Service Globals tab of the Avaya Breeze Attributes Configuration page. For additional information, see Avaya Work Assignment Snap-in Reference. Reason The reason the request was canceled. March 2017 Avaya Engagement Designer Developer's Guide 135

136 Tasks Service Metrics Task definition The Service Metrics task retrieves metrics associated with an attribute set per Service or per Service per priority. This task can be used to find the Expected Wait Time for a particular set of attributes, or to check the number of Resources Ready for that set. Task properties WA Cluster (required) The IP/FQDN address of the Work Assignment cluster. Addresses must be configured on the Service Globals tab of the Avaya Breeze Attributes Configuration page. For additional information, see Avaya Work Assignment Snap-in Reference. Remove Attributes (optional) Removes the specified attributes from the set of attributes provided as input parameters to the task. For example, you could remove the Region to expand the possible matches. This field takes either a single attribute, for example, Region.South, or a comma-separated list, for example, Media.WebRTC, Product.Jeans. If the specified attribute(s) does not already exist, this field has no effect. Add Attributes (optional) Adds the specified attributes to the set of attributes provided as input parameters to the task. For example, you could add the Expertise of the desired resource. This field takes either a single attribute, for example, Region.South, or a commaseparated list, for example, Media.WebRTC, Product.Jeans. The specified attribute(s) should already be defined in Work Assignment, otherwise this field results in resources not being matched. Query Resource Task description The Query Resource task sends a query for one or more resources based on the particular set of attributes identified in the task. All resources are considered, whether available or not. The selected resources are not reserved or offered. The task just returns a list of resources that match the requested attributes. Although all resources are considered, only 50 resources can be returned by a query. Therefore only 50 resources are returned and ordered, based on the ordering selected. Task properties WA Cluster (required) The IP/FQDN address of the Work Assignment cluster. Addresses must be configured on the Service Globals tab of the Avaya Breeze Attributes Configuration page. For additional information, see Avaya Work Assignment Snap-in Reference. Ordering (required) Specifies the ordering rule applied to matched resources. Ordering must be populated either in the task properties or in the input mapping. It cannot be empty when the task executes. If populated in both the task and the input mapping, the task value takes March 2017 Avaya Engagement Designer Developer's Guide 136

137 Context Store task precedence. If the value is supplied via the input mapping, it must match exactly the available values in the task. Values: - Proficiency The most proficient resource or resources found for the given attribute set, the one with the highest proficiency rating. - Occupancy The least occupied resource or resources for the given attributes set. - Availability The resource or resources that are currently available for the given attribute set. Remove Attributes (optional) Removes the specified attributes from the set of attributes provided as input parameters to the task. For example, you could remove the Region to expand the possible matches. This field takes either a single attribute, for example, Region.South, or a comma-separated list, for example, Media.WebRTC, Product.Jeans. If the specified attribute(s) does not already exist, this field has no effect. Add Attributes (optional) Adds the specified attributes to the set of attributes provided as input parameters to the task. For example, you could add the Expertise of the desired resource. This field takes either a single attribute, for example, Region.South, or a commaseparated list, for example, Media.WebRTC, Product.Jeans. The specified attribute(s) should already be defined in Work Assignment, otherwise this field results in resources not being matched. Use Case Use the Query Resources task to compile a list of subject experts for an upcoming business trip. Context Store task Context Store task overview The Context Store task is an interface to the Context Store itself. This task requires that you have installed the Avaya Context Store Snap-in on Avaya Breeze. If the snap-in is not installed, the task will appear grayed out on the canvas. You will still be able to configure the task, but an attempt to deploy the Workflow Definition will result in an error. For more information about Context Store, see Avaya Context Store Snap-in Reference and Avaya Context Store Snap-in Developer Guide. Context Store Task description The Context Store task adds, updates, retrieves or deletes data from Context Store. It enables all the operations that the Context Store exposes to be run from within a Workflow Definition. Each context must have a unique contextid that is supplied when the context is created, or that is assigned by the system. The data is stored in key/value pairs. March 2017 Avaya Engagement Designer Developer's Guide 137

138 Tasks Sample context: {"contextid":"xxyyzz","persisttoedm":"true","persistto":"cs_provision","groupid":"demo","tenantid":"demo","data": {"key1_name":"value1_data","key2_name":"value2_data","key3_name":"value3_data"}} For sample data input and output for all CS Task operations, see Avaya Context Store Snap-in Developer Guide. Task properties Operation The Context Store Operation to perform on the data. - Add Context Adds a new context to the Context Store. - Add Context without contextid Adds a new context with an auto generated ID to the Context Store. - Get Context Retrieves a previously stored Context from the Context Store using the contextid associated with the Context. - Get Context with aliasid Retrieves a previously stored Context from the Context Store using the aliasid associated with the Context. - Get Context Ids for groupid Retrieves the Context IDs of all Contexts belonging to a group from the Context Store. - Get Context Audit Data Retrieves the audit data of a Context from the Context Store using the contextid associated with the Context. - Get Context Audit Data by Alias Retrieves the audit data of a Context from the Context Store using the aliasid associated with the Context. - Get Key Retrieves the data associated with a key from the Context Store using the contextid associated with the Context. - Get Key by aliasid Retrieves the data associated with a key from the Context Store using the aliasid associated with the Context. - Update Context Updates a Context in the Context Store using the contextid associated with the Context. - Update Context by aliasid Updates a Context in the Context Store using the aliasid associated with the Context. - Update Key Updates the value of a key associated with a Context in Context Store using the contextid associated with the Context. - Update Key by aliasid Updates the value of a key associated with a Context in Context Store using the aliasid associated with the Context. - Update Alias Ids by contextid Updates the Aliases associated with a Context in Context Store using the contextid associated with the Context. - Update Alias Ids by aliasid Updates the Aliases associated with a Context in Context Store using the aliasid associated with the Context. - Delete Context Deletes a Context in Context Store using the contextid associated with the Context. - Delete Context by aliasid Deletes a Context in Context Store using the aliasid associated with the Context. March 2017 Avaya Engagement Designer Developer's Guide 138

139 Context Store task - Delete aliasid Deletes the aliasid of a Context in Context Store. - Delete key Deletes the key in a Context in Context Store using the contextid associated with the Context. - Delete key by aliasid Deletes the key in a Context in Context Store using the aliasid associated with the Context. Host IP The Host IP address of the Context Store cluster. Lease time The amount of time in seconds the data is stored in Context Store before it is deleted. The clock starts when the data is saved and the data is then deleted when the time expires. If you leave the field blank, the default lease time on the server is used. Must be whole numbers. Key name (Optional) The name of the key belonging to a context. If a value is entered here, it overrides the keyinput value in the input mapping. The Key Name applies only to key operations: Get Key, Update Key and Delete Key. It is ignored for other operations. Context data keys can be defined using any of the following ASCII characters. It can not contain spaces. - Uppercase and lowercase English letters (a z, A Z) (ASCII: 65 90, ) - Digits 0 to 9 (ASCII: 48 57) - Characters * - _ ~ (ASCII: 42, 45, 95, 126). Provided that they are not the first or last character. - Character. (dot, period, full stop) (ASCII: 46) Provided that it is not the first or last character, and that it does not appear two or more times consecutively. Output schema The Context Store task outputs a csobjectoutput Output parameter that contains an object that is described by the output schema entered on the properties window. In this way, a context retrieved from the Context Store can be passed in object format to another task. The output schema entered must contain the three output properties: csstatusoutput, csmessageoutput and csdataoutput. Click Set output schema to populate a default schema with these values. If you are entering a custom output schema, it must also contain the value: csobjectoutput. Input and output parameters Nodes pass data to the Context Store task by way of seven input parameters: csidinput, cdroutingidinput, csaliasidinput, cstouchpointinput, cskeyinput, csdatainput, and csgroupidinput. csidinput will only ever contain a contextid or groupid. cdroutingidinput will only ever contain the routing Id for the context. csaliasidinput will only ever contain the alias Ids for a context. cstouchpointinput will only ever contain a string to define a touchpoint. cskeyinput will only ever contain a key name. csdatainput can contain slightly different data depending on the operation required. csgroupidinput will contain an input field for users to add or modify a groupid after a context is created. March 2017 Avaya Engagement Designer Developer's Guide 139

140 Tasks Note: With csgroupidinput, you can add or modify a groupid after a context is created. However, previous entries in a context s audit trail data are not updated. Not every operation requires that all seven input values contain data. Required input mapping for each operation Operation csidinput cdrouting IdInput csaliasidi nput cstouchp ointinput cskeyinp ut csdatainpu t Add Context No Optional Optional No No Yes No Add Context without contextid No Optional Optional Optional No Yes No Get Context Yes Optional No Optional No No No Get Context Ids for groupid Get Context by aliasid Get Context Audit Data Get Context Audit Data by aliasid Yes Optional No Optional No No No No Optional Yes Optional No No No Yes Optional No No No No No No Optional Yes No No No No Get Key Yes Optional No Optional Yes No No Get Key by aliasid No Optional Yes Optional Yes No No Update Context Yes Optional No Optional No Yes Yes Update Context by aliasid No Optional Yes Optional No Yes Yes Update Key Yes Optional No Optional Yes Yes No Update Key by aliasid Update Alias Ids by contextid Update Alias Ids by aliasid No Optional Yes Optional Yes Yes No Yes Optional No Optional No Yes No No Optional Yes Optional No Yes No Delete Context Yes Optional No No No No No Delete Context by aliasid No Optional Yes No No No No Delete Key Yes Optional No Optional Yes No No Delete Key by aliasid No Optional Yes Optional Yes No No Delete aliasid No Optional Yes Optional No No No Output parameters returned for each operation csgroupidi nput March 2017 Avaya Engagement Designer Developer's Guide 140

141 Context Store task Operation csstatusoutput csmessageoutput csdataoutput csobjectoutput Add Context Yes No No Add Context without contextid Yes No Yes Get Context Yes No Yes Yes Get Context by aliasid Yes No Yes Yes Get Context Ids for groupid Yes No Yes Get Context Audit Data Yes No Yes Get Context Audit Data by aliasid Yes No Yes Get Key Yes No Yes Yes Get Key by aliasid Yes No Yes Yes Update Context Yes No No Update Context by aliasid Yes No No Update Key Yes No No Update Key by aliasid Yes No No Update Alias Ids by contextid Update Alias Ids by aliasid Yes No No Yes No No Delete Context Yes No No Delete Context by aliasid Yes No No Delete Key Yes No No Delete Key by aliasid Yes No No Creating a Context Store Workflow Definition The following procedure describes the steps to create a sample Context Store Workflow Definition (WFD). This example creates a WFD that saves a context with a context ID to the context store. For example, during a call the caller could enter data or select certain options that this WFD saves. The saved information forms part of a context about this particular caller. This context could be used by a Work Assignment task in matching the caller to an agent. To download an example workflow, MinimumWorkflow.xml, go to Avaya Context Store DevConnect Procedure 1. Link a Start event, Context Store task, and End event on the canvas. March 2017 Avaya Engagement Designer Developer's Guide 141

142 Tasks 2. Configure the Variables a. Double-click the Variables node. b. Click Add new variable. c. In the Name field, enter myvar. d. In the Variable field, enter the following JSON schema: {title: ContextStoreSchema,type: object, properties: {csidinput: {type: string}, csroutingidinput: {type: string}, csaliasidinput: {type: string}, cstouchpointinput: {type: string}, cskeyinput: {type: string}, csdatainput: {type: string},csstatusoutput: {type: string},csmessageoutput: {type: string},csdataoutput: {type: string}}} 3. Configure the Start event. a. Double-click the Start event. b. Click Show by the Output Schema field. c. In the Output Schema field, enter the following JSON schema: {title: ContextStoreInputSchema,type: object, properties: { csidinput: {type: string}, csroutingidinput: {type: string}, csaliasidinput: {type: string}, cstouchpointinput: {type: string}, cskeyinput: {type: string}, csdatainput: {type: string} } } d. In the Start properties window, click Output Mapping. e. Map the Context Store Schema properties to the properties in the Variable. 4. Configure the Context Store task. a. Double-click the Context Store task. b. In the Context Store properties window select the required operation. March 2017 Avaya Engagement Designer Developer's Guide 142

143 Context Store task c. Enter the IP address of the Context Store in the Host Ip field and enter the Lease time. d. Click Set output schema to enter the default Context Store schema, or click Show by the Output Schema field to enter a custom schema. e. Click Input Mapping. f. Map the Variables to the Context Store Start Input Schema. g. Click Output Mapping. h. Map the Context Store Output Schema to the Variables properties. 5. Configure the End event and save the WFD. Related links Defining a Start event on page 32 Mapping Start event output variables on page 34 Adding a task on page 34 Completing the Workflow Definition on page 37 Output mapping with csobjectoutput The following describes how to create a WFD with the csobjectoutput Output parameter populated. The property contains an object that is populated with data retrieved from the Context Store in the format supplied by the user on the properties window of the Context Store task. The object contains data only when a get operation is run. If the data returned from the Context Store is not valid JSON, the object is not populated. Output schema The csobjectoutput Output parameter contains an object that is described by the output schema you enter. In this way a context retrieved from the Context Store can be passed in object format to another task. The existing output parameter csdataoutput is not effected by this change and will work as before. March 2017 Avaya Engagement Designer Developer's Guide 143

144 Tasks For more information about output schema and example workflow, see Avaya Context Store Snapin Developer Guide. Default Output Schema The original output schema must be input even when the csobjectoutput is not required. If you want to have only the three original output properties populated, clear the Output schema field of all text and press Set output schema. This action will populate the Output schema field with the schema below. When you press Set output schema the three original output properties display on the left side of the dialog: csstatusoutput, csmessageoutput and csdataoutput. { title: ContextStoreOutputSchema, type: object, properties: { csstatusoutput: { type: string }, csmessageoutput: { type: string }, csdataoutput: { type: string } } } User-specified Output Schema The output schema you enter must contain the three original output properties, csstatusoutput, csmessageoutput and csdataoutput, as well as the csobjectoutput if you are going to enter a custom output schema. {title: ContextStoreSchema,type: object, properties: { csidinput: {type: string}, csroutingidinput: {type: string}, csaliasidinput: {type: string}, cstouchpointinput: {type: string}, cskeyinput: {type: string}, csdatainput: {type: string}, csstatusoutput: {type: string}, csmessageoutput: {type: string}, csdataoutput: {type: string}, csobjectoutput: {<schema of the data been retrieved from Context Store>} } } Incomplete data If the data returned from the Context Store is missing some keys as specified in the output schema, the csobjectoutput will be populated as much as possible. In the following examples, the context has only one sub key "1" whereas the output schema entered has "1" to "6". In this case the csobjectoutput property output will have a servicemap key that has one sub key "1". Context store in Context Store: {"servicemap":{"1":{"attributes": ["Media.WebRTC", "Product.Jeans"],"priority":"1","resourceCount":"1" } }} Output from the Context Store task with the following output schema: {"csobjectoutput":{"servicemap":{"1":{"resourcecount":"1","priority":"1","attributes": ["Media.WebRTC","Product.Jeans"]}}},"csStatusOutput":"OK","csDataOutput":"{\"serviceMap\": {\"1\":{\"attributes\":[\"Media.WebRTC\",\"Product.Jeans\"],\"priority\":\"1\", \"resourcecount\":\"1\"}}}","csmessageoutput":""} If the data returned from the Context Store has additional keys not specified in the output schema, these keys are ignored and not available in the csobjectoutput property that is linked to the next task in the flow. Example A context is already stored in the Context Store with the following format: {"workflowversion":"123456","alias":"null","imessage": {"csidinput":"","csroutingidinput":"","csaliasidinput":"","cstouchpointinput":"","cskeyinp March 2017 Avaya Engagement Designer Developer's Guide 144

145 Context Store task ut":"","csdatainput":"{"contextid":"watest","groupid":"xyz","tenantid":"xyz","data": {"servicemap":{"1":{"attributes": ["Media.WebRTC", "Product.Jeans"],"priority":"1","resourceCount":"1" } }}}"},"iprocess":"waoutputformat","c ustomer":"customer"} Set the data variable to the following, along with any other properties needed for the flow. {title: ContextStoreSchema,type: object, properties: {csidinput: {type: string}, csroutingidinput: {type: string}, csaliasidinput: {type: string}, cstouchpointinput: {type: string}, cskeyinput: {type: string },csdatainput: {type: string},csstatusoutput: {type: string},csmessageoutput: {type: string},csdataoutput: {type: string}, csobjectoutput: { type:object,properties:{servicemap:{type:object,properties:{"1": {type:object,properties:{attributes:{type:array,items:{type:string}},priority: {type:number},resourcecount:{type:number}}},"2":{type:object,properties:{attributes: {type:array,items:{type:string}},priority:{type:number},resourcecount:{type:number}}},"3": {type:object,properties:{attributes:{type:array,items:{type:string}},priority: {type:number},resourcecount:{type:number}}},"4":{type:object,properties:{attributes: {type:array,items:{type:string}},priority:{type:number},resourcecount:{type:number}}},"5": {type:object,properties:{attributes:{type:array,items:{type:string}},priority: {type:number},resourcecount:{type:number}}},"6":{type:object,properties:{attributes: {type:array,items:{type:string}},priority:{type:number},resourcecount: {type:number}}}}}}} }} The Start output schema can be set as before, the csobjectoutput property is not required to be set. In the Context Store task properties, in the Output schema field, the same schema can be used as above, even though the three input properties are not needed for the output schema. Click Set output schema to apply the schema and click Output Mapping to confirm that the schema displays correctly. Link the csobjectoutput on the left side to the csobjectoutput property on the right side as shown below. {title: ContextStoreSchema,type: object, properties: {csidinput: {type: string}, csroutingidinput: {type: string}, csaliasidinput: {type: string}, cstouchpointinput: {type: string}, cskeyinput: {type: string },csdatainput: {type: string},csstatusoutput: {type: string},csmessageoutput: {type: string},csdataoutput: {type: string}, csobjectoutput: { type:object,properties:{servicemap:{type:object,properties:{"1": {type:object,properties:{attributes:{type:array,items:{type:string}},priority: {type:number},resourcecount:{type:number}}},"2":{type:object,properties:{attributes: {type:array,items:{type:string}},priority:{type:number},resourcecount:{type:number}}},"3": {type:object,properties:{attributes:{type:array,items:{type:string}},priority: {type:number},resourcecount:{type:number}}},"4":{type:object,properties:{attributes: {type:array,items:{type:string}},priority:{type:number},resourcecount:{type:number}}},"5": {type:object,properties:{attributes:{type:array,items:{type:string}},priority: {type:number},resourcecount:{type:number}}},"6":{type:object,properties:{attributes: {type:array,items:{type:string}},priority:{type:number},resourcecount: {type:number}}}}}}} }} Output mapping dialog of the Context Store task after the user has entered a custom output schema. March 2017 Avaya Engagement Designer Developer's Guide 145

146 Tasks In the task that requires the object stored in the csobjectoutput property, link the object in the input schema dialog. The following example shows the input mapping for the Work Assignment Request Multiple Resources task. March 2017 Avaya Engagement Designer Developer's Guide 146

147 Real-Time Speech Search tasks Real-Time Speech Search tasks Real-time Speech Search tasks overview Use Real-time Speech Search tasks to search the contents of conversations for key words or phrases. These tasks require that you have installed the Avaya Real-Time Speech Snap-in on Avaya Breeze. If the snap-in is not installed, the task will appear grayed out on the canvas. You will still be able to configure the task, but an attempt to deploy the Workflow Definition will result in an error. For more information about real-time speech searching, including the creation of speech search queries, see Avaya Real-Time Speech Snap-in Reference and the Avaya Real-Time Speech Snapin SDK. Use case As a fun and trivial example, you can use these tasks to find references to football team names and trigger the playback of corresponding audio emoticons into the call when these are encountered. March 2017 Avaya Engagement Designer Developer's Guide 147

148 Tasks Real-time Speech Search events In addition to using the Real-time Speech Search task types to control speech searching, it is also possible to capture SPEECH_SEARCH_MATCH events within a workflow and take appropriate action based on the content of the match events. This is achieved using either the Receive task or a Message Boundary Event (MBE), as you would for catching other events from within a workflow. Unlike many other types of events though, it is possible to receive zero to many SPEECH_SEARCH_MATCH events during the course of any given call. The following Message Boundary Event properties, when used together, allow you to handle multiple SPEECH_SEARCH_MATCH events as they arrive: Multiple Instructs the Event Framework to keep the event subscription alive indefinitely, rather than tearing it down as soon as the first event matching the specified criteria is encountered. Interrupting Controls whether or not the task onto which the Message Boundary Event is attached should be interrupted when an event matching the specified criteria is received. In effect, separate threads of execution are created to handle incoming events when this property is set to false, allowing the main thread to continue in parallel. If your speech search use case requires that you catch more than just the first match event generated by the speech search engine, use the Message Boundary Event and set the Multiple property to true and the Interrupting property to false. If you need to catch only a single match event, you can use either the Receive task or the Message Boundary Event, depending on which best suits your needs. To catch multiple match events, it is also necessary for the task onto which you attach your Message Boundary Event to remain active indefinitely. There are two ways to achieve this: 1. If you do not need to perform any other specific activities (aside from handling match events) after starting the speech search, attach the Message Boundary Event to a Receive task immediately following the Start Speech Search task and configure it to catch either a Call:CALL_ENDED or SpeechSearch:SPEECH_SEARCH_STOPPED event. Either event will guarantee that no further match events may be received. (An exception is for the SPEECH_SEARCH_STOPPED event if you launched a speech search operation on both call parties but have only stopped searching on one party. In such cases, match events may still be generated for the other party and you would not catch these due to exiting the Receive task). 2. If you need to perform other activities after starting the speech search, either: a. Place all subsequent logic to be executed while listening for match events into a separate workflow. Invoke it using a Subprocess task to which you can then attach the Message Boundary Event, or b. Use a Parallel Gateway to create two paths of execution the first containing the Message Boundary Event and Receive task described in item 1 above, and the second containing your additional logic to be executed in parallel. Speech search queries are defined as a tree of arbitrarily defined concepts and specific phrase utterances, where the phrases are always found at the leaf nodes of the tree. Concepts may contain both phrases and other lower-level concepts and have an operator that defines which children must match for the concept itself to be considered matched. Possible operators are All, Any and At Least. Speech search match events can describe an individual phrase match, or a higher-level concept match. Details of the phrases and concepts are contained within the conceptmatches array element March 2017 Avaya Engagement Designer Developer's Guide 148

149 Real-Time Speech Search tasks of the event schema. In the case of an individual phrase match, the array will contain just one element representing the phrase matched, along with temporal and confidence level information regarding that match. In the case of concept matches, the array will contain all of the contributing phrases and lower level concepts as well as the concept itself, all with associated temporal and confidence level details. How you use the data within the conceptmatches array is entirely dependent upon your use case. Snap-in deployment considerations It is not mandatory for the Engagement Designer and Real-Time Speech snap-ins to be deployed on the same Avaya Breeze cluster to employ speech searching from within a workflow. In the Speech Search tasks you can indicate, via a property on the tasks, the location of the Avaya Breeze cluster (via FQDN or IP address) where the Real-Time Speech snap-in is deployed. These properties can be left blank and will default to the same cluster on which the workflow itself is executing. When using non-empty values in these parameters, the Avaya Breeze clusters hosting the Engagement Designer and Real-Time Speech snap-ins must both be managed by the same System Manager instance. Furthermore, you must ensure that the Avaya Breeze cluster identified by the FQDN or IP address is serving a suitable SSL certificate for that address to allow the Start Speech Search to be able to successfully invoke the Real-Time Speech snap-in Start Search REST API over a HTTPS connection. Note: When invoking a Real Time Speech Search task on a separate Avaya Breeze cluster, it is not possible to catch related SPEECH_SEARCH_MATCH events from within the workflow, since the Avaya Breeze event framework does not deliver events across clusters. In such instances, it is assumed that some other snap-in or application will be expecting the match events and taking appropriate actions. Application Sequencing and Service Profiles considerations If your Engagement Designer and Real-Time Speech snap-ins are installed on different Avaya Breeze clusters, ensure that both clusters are included in the Application Sequence on Session Manager that you are using to trigger your speech search enabled workflows. The Avaya Breeze cluster hosting Real-Time Speech must be sequenced after the cluster hosting Engagement Designer to ensure that the Real-Time Speech snap-in is aware the call is answered and ready to be searched upon prior to the workflow actually issuing the speech search start request. This is on account of multiple sequenced Avaya Breeze instances becoming aware of call answering in the reverse order from which they are sequenced. While it is necessary to include the Real-Time Speech snap-in on a Service Profile for it to be triggered for a given call, the same is not strictly true for workflows created in Engagement Designer. For example, if your workflow Start Event is set to trigger off CALL_ANSWERED events, the workflow is launched for all answered calls whether Real-Time Speech is included in a Service Profile or not. March 2017 Avaya Engagement Designer Developer's Guide 149

150 Tasks Start Speech Search Task description The Start Speech Search task invokes the real-time speech search engine to search the contents of conversations in real-time for key phrases spoken by one or both parties on a call. The specific phrases and concepts to search for must be pre-defined as speech search queries using the Real-Time Speech Snap-in (for example, by using the Query Management pages of the Real-time Speech Snap-in SDK sample application, or via a custom application that uses the Query Management REST API). Tag values (for example insurance claim or tech support ) can be attached to speech search queries when created. It is this mechanism that is used by the Start Speech Search task to locate queries to be invoked. Speech search queries also have a language/ locale value assigned to them, so the combination of language and tags defined on the Start Speech Search task properties or inputs together identify the specific queries to use. The Start Speech Search task completes immediately when the speech search start request has been processed by the Real-Time Speech Snap-in. To catch match events subsequently generated by the search engine, do not attach a Message Boundary Event to this task but rather attach it to a subsequent task. Only a single speech search can be in operation for a given party on the call at any point in time. If you attempt to start multiple searches in parallel for the same party, all requests beyond the first will fail. The SpeechSearchId outputs from this task need to be saved to variables only if you subsequently intend to use the Stop Speech Search Task, which is not mandatory. Otherwise, you can safely ignore these output values and leave them unmapped. Task properties Language The language of the search queries used for the search. Call party type Designates which side of the conversation to search (calling, called, mixed or both). The Call party type property governs which party or parties of the call are searched upon: - Calling indicates only the calling party is searched - Called indicates only the called party is searched - Mixed indicates the combined audio of both parties is to be searched using a single search engine instance. This option has the advantage of allowing you to locate phrases uttered by either party without engaging multiple search engine instances, thereby saving on costly media server resources, but has the disadvantage of not being able to indicate which party made any given utterance. The match results are also likely to be somewhat poorer, given the somewhat degraded quality of mixed audio content fed into the speech search engine. - Both indicates two searches should be launched one for each party. This option has the advantage of identifying which party uttered any given phrase and will yield the highest quality search results, but is more costly in terms of media server resources on account of engaging to separate search engine instances for the purpose. Tags The query tags that identify the set of pre-defined search queries to submit to the speech search engine. Query tags are attached to queries when they are created via the Real- Time Speech Snap-in. Separate tags with commas. March 2017 Avaya Engagement Designer Developer's Guide 150

151 Real-Time Speech Search tasks The combination of Language and Tags values you enter should match at least one speech search query defined in the Avaya Real-Time Speech Snap-in query database. Avaya Breeze Cluster IP/FQDN (optional) The location of the Avaya Breeze cluster where the Avaya Real-Time Speech Snap-in is installed. If left blank, this value defaults to the cluster where the workflow is executing. Inputs ucid identifier of the call on which to invoke speech search. languageid (optional.) Language of search queries to use in speech search. Overrides Language property value if both are supplied. tags (optional.) Array of query tags that identify the set of pre-defined search queries to submit to the speech search engine. Overrides Tags property value if both are supplied. Outputs callingspeechsearchid Id value of in-progress speech search operation for calling party. Only returned if Call Party Type is either Calling or Both. calledspeechsearchid Id value of in-progress speech search operation for called party. Only returned if Call Party Type is either Called or Both. mixedspeechsearchid Id value of in-progress search operation for mixed audio content of both parties. Only returned if Call Party Type is Mixed. Stop Speech Search Task description The Stop Speech Search task stops an in-progress real-time speech search session. A speech search stops automatically when a call ends. Consequently, this task is necessary only to stop the search before a call ends. For example, if you are searching for a very specific phrase or concept match and do not require further match results when this match is received, you could use the Stop Speech Search task to free up what are expensive speech search engine resources in advance of the call ending. If you are running a speech search on both parties on the call, you must use this task twice to stop searching both parties. Stop Speech Search is a synchronous task. Task properties Avaya Breeze Cluster IP/FQDN (optional) The location of the Avaya Breeze cluster where the Avaya Real-Time Speech Snap-in is installed. If left blank, this value defaults to the cluster where the workflow is executing. Inputs ucid identifier of the call on which to stop an active speech search. speechsearchid identifier of the active speech search operation to stop. This can be the speech search ID for either the calling or called parties. Both values are returned in the outputs of the Start Speech Search task (as applicable to the Call Party Type setting on that task). March 2017 Avaya Engagement Designer Developer's Guide 151

152 Tasks Outputs The Stop Speech Search task produces no outputs. Avaya Oceana Solution tasks Acknowledge Task definition The Acknowledge task acknowledges receipt of a routing event from Avaya Oceana Solution. If an acknowledgement is not received by Avaya Oceana Solution within 30 seconds of sending the routing event, the contact is cancelled and the provider notified. Acknowledge is a synchronous task. Task properties Status Code 0 indicates that the routing event has been received and the flow is proceeding to process it. Any positive non-zero value indicates an error condition, which will cause the contact to be cancelled and the provider to be notified. Status Message Additional information indicating the status of the flow. Input mapping Values for the input mapping are available from the schema of the initial routing event for the relevant channel (for example ROUTE_CONTACT_VOICE for voice calls) and can be mapped directly from the start schema. Error handling If the task completes successfully, the flow will take the default path. Any internal problem or failure in communicating with Avaya Oceana Solution will result in an error. If an error occurs in the task, the Engagement Designer engine checks for an associated Error Boundary Event. If it finds one, the engine directs the flow to the Error Boundary Event and proceeds to the outgoing path from the Error Boundary Event. An Error Boundary Event can be associated with the task by dragging and dropping the event directly on to the task. March 2017 Avaya Engagement Designer Developer's Guide 152

153 Avaya Oceana Solution tasks Prerequisites Avaya Oceana Solution must be installed and configured. Related Boundary Events Error Boundary Event (see Error handling above). Use case Acknowledging that a routing event has been received from Avaya Oceana Solution and is being processed. Send Offer Task definition The Send Offer task sends to Avaya Oceana Solution the routing details of the agent that has been offered by Work Assignment. The task allows Avaya Oceana Solution to pass routing details back to the provider to route the contact to the agent. Send Offer is a synchronous task. Task properties None. Input schema The Send Offer task shares an input mapping schema with the Send Queued and Send Error tasks but adds the following parameters: SourceAddress NativeResourceId ResourceAddress. Values for these three parameters are available in a WORK_OFFER response from Work Assignment. The remaining values for the input mapping are available from the schema of the initial routing event for the relevant channel (for example ROUTE_CONTACT_VOICE for voice calls) and can be mapped directly from the start schema. March 2017 Avaya Engagement Designer Developer's Guide 153

154 Tasks Error handling If the task completes successfully, the flow will take the default path. Any internal problem or failure in communicating with Avaya Oceana Solution will result in an error. If an error occurs in the task, the Engagement Designer engine checks for an associated Error Boundary Event. If it finds one, the engine directs the flow to the Error Boundary Event and proceeds to the outgoing path from the Error Boundary Event. An Error Boundary Event can be associated with the task by dragging and dropping the event directly on to the task. Prerequisites Avaya Oceana Solution must be installed and configured. Related Boundary Events Error Boundary Event (see Error handling above). Use case Send details of a resource offered by Work Assignment back to Avaya Oceana Solution so that the contact can be routed to the resource. Send Queued Task definition The Send Queued task informs Avaya Oceana Solution that a queued response has been received from Work Assignment. The provider can then take action on the queued response, for example, playing music for voice calls. Send Queued is a synchronous task. March 2017 Avaya Engagement Designer Developer's Guide 154

155 Avaya Oceana Solution tasks Task properties None. Input schema The Send Queued task shares an input mapping schema with the Send Offer and Send Error tasks. The values for the input mapping are available from the schema of the initial routing event for the relevant channel (for example ROUTE_CONTACT_VOICE for voice calls) and can be mapped directly from the start schema. Error handling If the task completes successfully, the flow will take the default path. Any internal problem or failure in communicating with Avaya Oceana Solution will result in an error. If an error occurs in the task, the Engagement Designer engine checks for an associated Error Boundary Event. If it finds one, the engine directs the flow to the Error Boundary Event and proceeds to the outgoing path from the Error Boundary Event. An Error Boundary Event can be associated with the task by dragging and dropping the event directly on to the task. Prerequisites Avaya Oceana Solution must be installed and configured. Related Boundary Events Error Boundary Event (see Error handling above). Use case Inform Avaya Oceana Solution that a Queued response has been received from Work Assignment so that the provider can take the necessary action (for example, play wait treatment for voice calls). Send Error Task definition The Send Error task informs Avaya Oceana Solution that an error has been encountered in the workflow. Send Error is a synchronous task. Task properties None. Input schema The Send Error task shares an input mapping schema with the Send Offer and Send Queued tasks. The values for the input mapping are available from the schema of the initial routing event for the relevant channel (for example ROUTE_CONTACT_VOICE for voice calls) and can be mapped directly from the start schema. Error handling If the task completes successfully, the flow will take the default path. Any internal problem or failure in communicating with Avaya Oceana Solution will result in an error. If an error occurs in the task, the Engagement Designer engine checks for an associated Error Boundary Event. If it finds one, the March 2017 Avaya Engagement Designer Developer's Guide 155

156 Tasks engine directs the flow to the Error Boundary Event and proceeds to the outgoing path from the Error Boundary Event. An Error Boundary Event can be associated with the task by dragging and dropping the event directly on to the task. Prerequisites Avaya Oceana Solution must be installed and configured. Related Boundary Events Error Boundary Event (see Error handling above). Use case Inform Avaya Oceana Solution that an error has been encountered in the workflow so that the provider can take the necessary action (for example, route the contact to a default destination). Request AutoChat Task description The Request AutoChat task is used to integrate the Avaya Chatbot Snap-in in Avaya Oceana Solution. The task requests the Chatbot Snap-in for the automated chat request for either a specified time or specified number of chat interactions based on the properties identified in the task. Request AutoChat is a synchronous task. Task properties ChatBot Cluster IP The IP/FQDN address of the Chatbot Snap-in cluster. Addresses must be configured on the Service Clusters tab of the Avaya Breeze Attributes Configuration page for Engagement Designer. You can enter a comma-separated string of Chatbot Snap-in cluster IP addresses. You can select from the drop-down in the task to set the value. Site Id The Site ID to be used when starting the Chatbot Snap-in session. Site ID must be configured on the Service Clusters tab of the Avaya Breeze Attributes Configuration page for Engagement Designer. You can enter a comma-separated string of Chatbot Snap-in Site ID(s) in the format Site Id:Friendly Name. You can select from the drop-down in the task to set the value Max. Interactions The maximum number of Chatbot Snap-in interactions before the chat is automatically escalated to a real agent. Ensure that you provide a numerical value. Each message exchanged between the customer and the agent is considered as an interaction. Max. Chat Time (Secs) The maximum amount of time, in seconds, before the chat is automatically escalated to a real agent. Input schema The remaining values for input mapping are available from the schema of the initial routing event for the relevant channel (for example ROUTE_CONTACT_CHAT for chat sessions) and can be mapped directly from the start schema Error handling If the task completes successfully, the flow will take the default path. Any internal problem or failure in communicating with Avaya Oceana Solution results in an error. If an error occurs in the task, the Engagement Designer engine checks for an associated Error Boundary Event. If it finds one, the March 2017 Avaya Engagement Designer Developer's Guide 156

157 Avaya Oceana Solution tasks engine directs the flow to the Error Boundary Event and proceeds to the outgoing path from the Error Boundary Event. An Error Boundary Event can be associated with the task by dragging and dropping the event directly on to the task. Prerequisites Avaya Oceana Solution, Avaya Chatbot Snap-in, and the Automated Chat Server must be installed and configured to use this task in a workflow. Related Boundary Events Error Boundary Event (see Error handling above). Flows should subscribe to the CONTACT_AUTOMATION_COMPLETE event to be notified when the ChatBot session has finished. Use Case In a Contact Center system, use the Request Auto Chat task in your workflow to integrate Avaya Automated Chat. The task can be used to send the incoming chat messages from the customer to the Chatbot Snap-in to generate Automated Response without any intervention from the live agent. Based on the properties set in the Task, the Chatbot Snap-in responds to the incoming requests and escalates to the live agent. Create Journey Element Task description Customer Journey interactions are logged in Context Store Audit Trails, which are persisted to the Context Store External Datamart (EDM). The Create Journey Element task adds an entry to the Context Store Audit Trail. These Audit Trails can be retrieved later as source data for the Customer Journey visualization. This task is designed specifically for operating on Oceana schema data and not for use with the regular context data. Create Customer Journey Element is a synchronous task. Task properties CS Cluster (required) The IP address of the Context Store cluster. Addresses must be configured in the Engagement Designer attributes. context Id (required) Each Context must have a unique case-sensitive immutable identifier called the contextid. The contextid is either supplied by the user when the Context is created or can be generated by Context Store on create if the contextid is not supplied. journey Element (required) The Journey Element provided is written in the Context Store Audit trail. The Audit Trail shows a history of when, and by which Journey Element, the Context was created, modified or retrieved. Journey Element is an alpha/numeric ID. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. March 2017 Avaya Engagement Designer Developer's Guide 157

158 Tasks Input schema Output schema Error handling If the task completes successfully, the flow takes the default path. Any internal problem or failure in communicating with Avaya Oceana Solution results in an error. The output of the task will display the status of the request and the associated error message. Prerequisites Avaya Oceana Solution must be installed and configured to use this task in a workflow. And External Datamart (EDM) must be configured to store the Audit Trail information if it is required after the Context has expired. Use Case In a Contact Center system, use the Create Journey Element task in your workflow to add a Customer Journey Element to an Avaya Context Store Context. Related links Configuring the Context Store cluster IP address on page 168 Create Data Task description The Create Data task creates a Context in Context Store and adds Avaya Oceana Solution schema data. This task is designed specifically for operating on Oceana schema data and not for use with the regular context data. Create Data is a synchronous task. March 2017 Avaya Engagement Designer Developer's Guide 158

159 Avaya Oceana Solution tasks Task properties CS Cluster (required) The IP address of the Context Store cluster. Addresses must be configured in the Engagement Designer attributes. lease Specifies the maximum time (in seconds) that data is to be stored in the data cache. The lease parameter is common to POST and PUT and specifies the duration the client wishes the Context to exist in Context Store. persist To EDM Context Store supports the ability to persist add and update operations to an external data base. If the EDM feature is configured and enabled at a cluster level, you can specify that a Context will be persisted to the External Database. A Context can only be marked for persistence when it is created so the value can only be specified on a create, i.e. POST, operation. All updates on this marked Context are persisted. Valid inputs are true or false. If no input is specified, the default value is false. context Id Each Context must have a unique case-sensitive immutable identifier called the contextid. The contextid is either supplied by the user when the Context is created or can be generated by Context Store on create if the contextid is not supplied. customerid A client has the option to associate several Contexts together using the customerid. If a customer id is specified in this input and in the schema input, the customer id input will take preference and will be stored in the context. data (required) The Context information to add. The input for this field should be in JSON string format. Example data JSON string: {"key1_name": "value1_data","key2_name": "value2_data","key3_name": "value3_data"} schema The Oceana schema information to add to the Context. The input for this field should be in JSON string format. Example schema JSON string: {"ResourceMap": { "1": { "NativeResourceId": " ", "SourceName": "CM3431" }, "2": { "NativeResourceId": " ", "SourceName": "CM3432" }, "3": { "Native ResourceId": " ", "SourceName": "CM3433" }, "4": { "NativeResourceId": " ", "SourceName": "CM3434" }, "5": { "NativeResourceId": " ", "SourceName": "CM3435" }, "6": { "NativeResourceId": " ", "SourceName": "CM3436" } }, "ServiceMap": { "1": { "attributes": { "Service": [ "Sales1" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "1", "rank": "null", "minproficiency": "", "maxproficiency": "null" }, "2": { "attributes": { "Service": [ "Sales2" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "2", "rank": "null", "minproficiency": "", "maxproficiency": "null" }, "3": { "attributes": { "Service": [ "Sales3" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "3", "rank": "null", "minproficiency": "", "maxproficiency": "null" }, "4": { "attributes": { "Service": [ "Sales4" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "4", "rank": "null", "minproficiency": "", "maxproficiency": "null" }, "5": { "attributes": { "Service": [ "Sales5" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "5", "rank": "null", "minproficiency": "", "maxproficiency": "null" }, "6": { "attributes": { "Service": [ "Sales6" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "6", "rank": "null", "minproficiency": "", "maxproficiency": "null" } }, "TransferServiceMap": { "1": { "attributes": { "Service": [ "Sales1" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 1, "rank": "1", "resourcecount": "1", "minproficiency": "1", "maxproficiency": "5" }, "2": { "attributes": { "Service": [ "Sales2" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 2, "rank": "2", "resourcecount": "null", "minproficiency": "1", "maxproficiency": "5" }, "3": { "attributes": { "Service": [ "Sales3" ], "Channel": [ "Voice" ], "Language": March 2017 Avaya Engagement Designer Developer's Guide 159

160 Tasks [ "English" ] }, "priority": 3, "rank": "3", "resourcecount": "null", "minproficiency": "1", "maxproficiency": "5" }, "4": { "attributes": { "Service": [ "Sales4" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 4, "rank": "4", "resourcecount": "null", "minproficiency": "1", "maxproficiency": "5" }, "5": { "attributes": { "Service": [ "Sales5" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 5, "rank": "5", "resourcecount": "null", "minproficiency": "1", "maxproficiency": "5" }, "6": { "attributes": { "Service": [ "Sales6" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 6, "rank": "6", "resourcecount": "null", "minproficiency": "1", "maxproficiency": "6" } }, "AgentId":" ", "MatchingService":"CS", "CollectedDigits":"123456", "CustomerId":"DemoGroup", "Locale":"IRE", "DataCenter":"Dublin", "Strategy":"FIFO", "TranscriptRef":"testRef"} journeyelement The Journey Element provided is written in the Context Store Audit trail. The Audit Trail shows a history of when, and by which Journey Element, the Context was created, modified or retrieved. Journey Element is an alpha/numeric ID. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema Output schema Error handling If the task completes successfully, the flow takes the default path. Any internal problem or failure in communicating with Avaya Oceana Solution results in an error. The output of the task will display the status of the request and the associated error message. Prerequisites Avaya Oceana Solution must be installed and configured to use this task in a workflow. March 2017 Avaya Engagement Designer Developer's Guide 160

161 Avaya Oceana Solution tasks Use Case In a Contact Center system, use the Create Data task to add a Context with Schema data to the Avaya Context Store. Related links Configuring the Context Store cluster IP address on page 168 Get Context And Schema Task description Get Context And Schema task returns all Avaya Oceana Solution Schema data and all Context data. This task is designed specifically for operating on Oceana schema data and not for use with the regular context data. Get Context And Schema is a synchronous task. Task properties CS Cluster (required) The IP address of the Context Store cluster. Addresses must be configured in the Engagement Designer attributes. Data Output The format that the retrieved Context data will take, the output of the task. For example: Data:{ type: object, properties: { key1_name: { type: string }, key2_name: { type: string }, key3_name: { type: string }, key4_name: { type: string } } } contextid (required) Each Context must have a unique case-sensitive immutable identifier called the contextid. The contextid is either supplied by the user when the Context is created or can be generated by Context Store on create if the contextid is not supplied. journeyelement The Journey Element provided is written in the Context Store Audit trail. The Audit Trail shows a history of when, and by which Journey Element, the Context was created, modified or retrieved. Journey Element is an alpha/numeric ID. Input schema Output schema The Resource Map, Service Map and Transfer Service Map objects are repeated six times. March 2017 Avaya Engagement Designer Developer's Guide 161

162 Tasks Note: This Data object is an example of Data output, which is determined by the Data Output specified by the user. March 2017 Avaya Engagement Designer Developer's Guide 162

163 Avaya Oceana Solution tasks Error handling If the task completes successfully, the flow takes the default path. Any internal problem or failure in communicating with Avaya Oceana Solution results in an error. The output of the task will display the status of the request and the associated error message. Prerequisites Avaya Oceana Solution must be installed and configured to use this task in a workflow. Use Case In a Contact Center system, use the Get Context And Schema task to retrieve the Context and Oceana schema data. Related links Configuring the Context Store cluster IP address on page 168 Get Customer Id Task description The Get Customer Id task retrieves the unique customer ID from the Customer Table in the Multimedia Database. The channel the contact has been received from is passed as a parameter (for example, phone number, address). Get Customer Id is a synchronous task. Task properties CS Cluster (required) The IP address of the Context Store cluster. Addresses must be configured in the Engagement Designer attributes. Search for Id of a customer using an address. phone Search for Id of a customer using a phone number. social Search for Id of a customer using a social media handle. crmid Search for Id of a customer using a crmid. Input schema March 2017 Avaya Engagement Designer Developer's Guide 163

164 Tasks Output schema Error handling If the task completes successfully, the flow takes the default path. Any internal problem or failure in communicating with Avaya Oceana Solution results in an error. The output of the task will display the status of the request and the associated error message. Prerequisites Avaya Oceana Solution must be installed and configured to use this task in a workflow. Use Case In a Contact Center system, use the Get Customer Id task to retrieve the Customer Id. Related links Configuring the Context Store cluster IP address on page 168 Get Services Task description The Get Services task returns the Service-Map, the Transfer-Service Map, or the PreferredResourceMap JSON required for Work Assignment requests. This task is designed specifically for operating on Oceana schema data and not for use with the regular context data. Get Services is a synchronous task. Task properties CS Cluster (required) The IP address of the Context Store cluster. Addresses must be configured in the Engagement Designer attributes. Select Output Type (required) The type of output that will be returned. Select an option from the drop-down menu. Context Id (required) Each Context must have a unique case-sensitive immutable identifier called the contextid. The contextid is either supplied by the user when the Context is created or can be generated by Context Store on create if the contextid is not supplied. Journey Element The Journey Element provided is written in the Context Store Audit trail. The Audit Trail shows a history of when, and by which Journey Element, the Context was created, modified or retrieved. Journey Element is an alpha/numeric ID. March 2017 Avaya Engagement Designer Developer's Guide 164

165 Avaya Oceana Solution tasks Input schema Output schema The Resource Map, Service Map and Transfer Service Map objects are repeated six times. March 2017 Avaya Engagement Designer Developer's Guide 165

166 Tasks Error handling If the task completes successfully, the flow takes the default path. Any internal problem or failure in communicating with Avaya Oceana Solution results in an error. The output of the task will display the status of the request and the associated error message. Prerequisites Avaya Oceana Solution must be installed and configured to use this task in a workflow. Use Case In a Contact Center system, use the Get Services task to retrieve the ServiceMap, TransferServiceMap or PreferredResourceMap (a combination of the ServiceMap and the ResourceMap). Related links Configuring the Context Store cluster IP address on page 168 Update Context And Schema Task description The Update Context And Schema task updates a Context in Context Store and adds Avaya Oceana Solution schema data. This task is designed specifically for operating on Oceana schema data and not for use with the regular context data. Update Context And Schema is a synchronous task. Task properties CS Cluster (required) The IP address of the Context Store cluster. Addresses must be configured in the Engagement Designer attributes. contextid (required) Each Context must have a unique case-sensitive immutable identifier called the contextid. The contextid is either supplied by the user when the Context is created or can be generated by Context Store on create if the contextid is not supplied. customerid A client has the option to associate several Contexts together using the customerid. data The Context information to add. The input for this field should be in JSON string format. Example data JSON string: {"key1_name": "value1_data","key2_name": "value2_data","key3_name": "value3_data"} lease Specifies the maximum time (in seconds) that data is to be stored in the data cache. The lease parameter is common to POST and PUT and specifies the duration the client wishes the Context to exist in Context Store. schema The Oceana schema information to add to the Context. The input for this field should be in JSON string format. Example schema JSON string: {"ResourceMap": { "1": { "NativeResourceId": " ", "SourceName": "CM3431" }, "2": { "NativeResourceId": " ", "SourceName": "CM3432" }, "3": { "Native March 2017 Avaya Engagement Designer Developer's Guide 166

167 Avaya Oceana Solution tasks ResourceId": " ", "SourceName": "CM3433" }, "4": { "NativeResourceId": " ", "SourceName": "CM3434" }, "5": { "NativeResourceId": " ", "SourceName": "CM3435" }, "6": { "NativeResourceId": " ", "SourceName": "CM3436" } }, "ServiceMap": { "1": { "attributes": { "Service": [ "Sales1" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "1", "rank": "null", "minproficiency": "", "maxproficiency": "null" }, "2": { "attributes": { "Service": [ "Sales2" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "2", "rank": "null", "minproficiency": "", "maxproficiency": "null" }, "3": { "attributes": { "Service": [ "Sales3" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "3", "rank": "null", "minproficiency": "", "maxproficiency": "null" }, "4": { "attributes": { "Service": [ "Sales4" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "4", "rank": "null", "minproficiency": "", "maxproficiency": "null" }, "5": { "attributes": { "Service": [ "Sales5" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "5", "rank": "null", "minproficiency": "", "maxproficiency": "null" }, "6": { "attributes": { "Service": [ "Sales6" ], "Channel": [ "Voice" ], "Language": [ "English", "French" ] }, "priority": "6", "rank": "null", "minproficiency": "", "maxproficiency": "null" } }, "TransferServiceMap": { "1": { "attributes": { "Service": [ "Sales1" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 1, "rank": "1", "resourcecount": "1", "minproficiency": "1", "maxproficiency": "5" }, "2": { "attributes": { "Service": [ "Sales2" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 2, "rank": "2", "resourcecount": "null", "minproficiency": "1", "maxproficiency": "5" }, "3": { "attributes": { "Service": [ "Sales3" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 3, "rank": "3", "resourcecount": "null", "minproficiency": "1", "maxproficiency": "5" }, "4": { "attributes": { "Service": [ "Sales4" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 4, "rank": "4", "resourcecount": "null", "minproficiency": "1", "maxproficiency": "5" }, "5": { "attributes": { "Service": [ "Sales5" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 5, "rank": "5", "resourcecount": "null", "minproficiency": "1", "maxproficiency": "5" }, "6": { "attributes": { "Service": [ "Sales6" ], "Channel": [ "Voice" ], "Language": [ "English" ] }, "priority": 6, "rank": "6", "resourcecount": "null", "minproficiency": "1", "maxproficiency": "6" } }, "AgentId":" ", "MatchingService":"CS", "CollectedDigits":"123456", "CustomerId":"DemoGroup", "Locale":"IRE", "DataCenter":"Dublin", "Strategy":"FIFO", "TranscriptRef":"testRef"} journeyelement The Journey Element provided is written in the Context Store Audit trail. The Audit Trail shows a history of when, and by which Journey Element, the Context was created, modified or retrieved. Journey Element is an alpha/numeric ID. Input schema March 2017 Avaya Engagement Designer Developer's Guide 167

168 Tasks Output schema Error handling If the task completes successfully, the flow takes the default path. Any internal problem or failure in communicating with Avaya Oceana Solution results in an error. The output of the task will display the status of the request and the associated error message. Prerequisites Avaya Oceana Solution must be installed and configured to use this task in a workflow. Use Case In a Contact Center system, use the Update Context And Schema task to add Oceana schema to a pre-existing Context, update Context data, or update Oceana Schema data. Related links Configuring the Context Store cluster IP address on page 168 Configuring the Context Store cluster IP address About this task Some tasks require the Context Store cluster IP address as an input. Use this procedure to configure the Context Store cluster IP address on System Manager. Procedure 1. On System Manager in Elements click Avaya Breeze > Configuration > Attributes. 2. Select the Service Clusters tab. 3. From the Cluster menu, select the cluster where Engagement Designer is installed. 4. From the Service menu, select EngagementDesigner. 5. In Context Store Cluster Ip(s) enter the Context Store cluster IP addresses separated by commas. If Primary Cluster is selected, the first IP address in the Service Clusters IP list is used. 6. Click Commit to save your changes. March 2017 Avaya Engagement Designer Developer's Guide 168

169 ZangCloud Tasks ZangCloud Tasks ZangCloud Snap-in description Use the ZangCloud Snap-in to request information from Zang carrier services based on your customer s phone number. Add Avaya Engagement Designer Zang tasks to your workflow to request: Billing address Name Carrier name and ID Whether the phone is mobile or a landline Configuring ZangCloud Snap-in attributes Before you begin Before configuring attributes, you must install the ZangCloud Snap-in. For snap-in deployment information, see Administering Avaya Breeze. The Zang certificate must be installed on the same node as the ZangCloud Snap-in. The certificate can be obtained from Zang support. Procedure 1. On System Manager, in Elements, click Avaya Breeze > Configuration > Attributes. 2. Select the Service Globals tab. 3. From the Service drop-down menu, select the ZangCloud snap-in. 4. Enter or modify attributes. a. Click Override Default by the attribute you want to change. b. Enter the new value in the Effective Value field. You can restore the default by clearing the Override Default box. Enter attributes for: Account SID The Zang account SID Authentication Token The Zang Auth Token Zang API URL The Zang Cloud URL 5. To save your changes, click Commit. Next steps After you have deployed the ZangCloud Snap-in and configured its attributes, you must deploy the ZangCloud tasks on the Engagement Designer Admin Console. For additional information, see Avaya Engagement Designer Reference. March 2017 Avaya Engagement Designer Developer's Guide 169

170 Tasks Carrier Lookup Task description The Carrier Lookup task provides the carrier name and carrier ID of the input phone number. The number must be for a Country Code supported by Zang. This is a synchronous task. Task properties Phone number (mandatory) The format for the input phone number is <Country Code> +<Area Code>+<Phone Number>. For example, The number must be for a Country Code supported by Zang. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema phonenumber Input number to be looked up for carrier name and ID. Output schema network The carrier name for the input phone number. carrier_id The carrier ID corresponding to the network. March 2017 Avaya Engagement Designer Developer's Guide 170

171 ZangCloud Tasks Error handling Errors can be handled by using Error Boundary Events. Prerequisites The ZangCloud Snap-in must be installed. The Zang account SID, authentication token and ZangUrl must be configured in the ZangCloud Snap-in attributes. For additional information, see Avaya Engagement Designer Developer s Guide. Related Boundary Events Error boundary events are used with the Carrier Lookup task. Use Case Retrieve the network provider for an intercepted number and customize the greeting announcement. Mobile Lookup Task description The Mobile Lookup task reports whether an input phone number is mobile or is a landline. The number must be for a Country Code supported by Zang. This is a synchronous task. March 2017 Avaya Engagement Designer Developer's Guide 171

172 Tasks Task properties Phone number (mandatory) The format for the input phone number is <Country Code> +<Area Code>+<Phone Number>. For example, The number must be for a Country Code supported by Zang. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema phonenumber Input number to be looked up for mobile or landline. Output schema country_code The country code for the input phone number. mobile Whether the input phone number is mobile or not. March 2017 Avaya Engagement Designer Developer's Guide 172

173 ZangCloud Tasks Error handling Errors can be handled by using Error Boundary Events. Prerequisites The ZangCloud Snap-in must be installed. The Zang account SID, authentication token and ZangUrl must be configured in the ZangCloud Snap-in attributes. For additional information, see Avaya Engagement Designer Developer s Guide. Related Boundary Events Error boundary events are used with the Mobile Lookup task. Use Case Provide different offers to customers based on whether they are mobile users or landline users. Billing Address Lookup Task description The Billing Address Lookup task provides the billing address registered with an input phone number. The number must be for a Country Code supported by Zang. This is a synchronous task. March 2017 Avaya Engagement Designer Developer's Guide 173

174 Tasks Task properties Phone number (mandatory) The format for the input phone number is <Country Code> +<Area Code>+<Phone Number>. For example, The number must be for a Country Code supported by Zang. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema phonenumber Input number to be looked up for billing address information. Output schema city The city of the input phone number. state The state of the input phone number. zip_code The zip code for the input phone number. country_code The country code for the input phone number. March 2017 Avaya Engagement Designer Developer's Guide 174

175 ZangCloud Tasks Error handling Errors can be handled by using Error Boundary Events. Prerequisites The ZangCloud Snap-in must be installed. The Zang account SID, authentication token and ZangUrl must be configured in the ZangCloud Snap-in attributes. For additional information, see Avaya Engagement Designer Developer s Guide. Related Boundary Events Error boundary events are used with the Billing Address Lookup task. Use Case Provide local offers based on the caller s billing address. Caller Lookup Task description The Caller Lookup task provides the caller name for the input phone number. The number must be for a Country Code supported by Zang. March 2017 Avaya Engagement Designer Developer's Guide 175

176 Tasks This is a synchronous task. Task properties Phone number (mandatory) The format for the input phone number is <Country Code> +<Area Code>+<Phone Number>. For example, The number must be for a Country Code supported by Zang. If a value for a parameter is provided by both input mapping and the Properties window, input mapping takes precedence. All mandatory fields should either be mapped using the Input Mapping window or entered in the Properties window for validation to succeed. Input schema phonenumber Input number to be looked up for caller name. Output schema name The caller name for the input phone number. March 2017 Avaya Engagement Designer Developer's Guide 176

177 ZangCloud Tasks Error handling Errors can be handled by using Error Boundary Events. Prerequisites The ZangCloud Snap-in must be installed. The Zang account SID, authentication token and ZangUrl must be configured in the ZangCloud Snap-in attributes. For additional information, see Avaya Engagement Designer Developer s Guide. Related Boundary Events Error boundary events are used with the Caller Lookup task. Use Case Retrieve the caller name for an intercepted number and customize the greeting announcement. March 2017 Avaya Engagement Designer Developer's Guide 177