Administering Avaya Ava for Tenant user

Transcription

1 Administering Avaya Ava for Tenant user Release 7.1 Issue 1 October 2018

2 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya may generally make available to users of its products and Hosted Services. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original Published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. HostedService THE FOLLOWING APPLIES IF YOU PURCHASE A HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE, UNDER THE LINK Avaya Terms of Use for Hosted Services OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE. YOUR USE OF THE HOSTED SERVICE SHALL BE LIMITED BY THE NUMBER AND TYPE OF LICENSES PURCHASED UNDER YOUR CONTRACT FOR THE HOSTED SERVICE, PROVIDED, HOWEVER, THAT FOR CERTAIN HOSTED SERVICES IF APPLICABLE, YOU MAY HAVE THE OPPORTUNITY TO USE FLEX LICENSES, WHICH WILL BE INVOICED ACCORDING TO ACTUAL USAGE ABOVE THE CONTRACT LICENSE LEVEL. CONTACT AVAYA OR AVAYA S CHANNEL PARTNER FOR MORE INFORMATION ABOUT THE LICENSES FOR THE APPLICABLE HOSTED SERVICE, THE AVAILABILITY OF ANY FLEX LICENSES (IF APPLICABLE), PRICING AND BILLING INFORMATION, AND OTHER IMPORTANT INFORMATION REGARDING THE HOSTED SERVICE. Support Tools: AVAYA SUPPORT TOOLS MEAN THOSE SUPPORT TOOLS PROVIDED TO PARTNERS OR CUSTOMERS IN CONNECTION WITH MAINTENANCE SUPPORT OF AVAYA EQUYIPMENT (E.G., SAL, SLA MON, AVAYA DIAGNOISTIC SERVER, ETC.) AVAYA SUPPORT TOOLS ARE INTENDED TO BE USED FOR LAWFUL DIAGNOSTIC AND NETWORK INTEGRITY PURPOSES ONLY. The customer is responsible for understanding and complying with applicable legal requirements with regard to its network. The Tools may contain diagnostic capabilities that allow Avaya, authorized Avaya partners, and authorized customer administrators to capture packets, run diagnostics, capture key strokes and information from endpoints including contact lists, and remotely control and monitor end-user devices. The customer is responsible for enabling these Administering Avaya Ava for Tenant user 2

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5 Table of Contents Chapter 1: Introduction... 9 Purpose Signing in and signing out from Avaya Ava administrative tool for tenant user Avaya Ava tenant user home page Changing the logged in user account details Changing the logged in user account password Viewing the logged in user sessions details Chapter 2: Automation Experience overview Automation experience use case Automation experience administration Adding a new automation experience account Viewing an automation experience account details Editing an automation experience account details Chapter 3: Avaya Bot Automation Experience configuration Intent configuration Uploading and downloading an intent regex configuration file Configuring advanced properties for Intent Configuration Adding languages for User Says and Responses for an Intent Configuration Adding a new custom intent Editing a custom intent Deleting a custom intent Intent Action Mapping Configuring the intent action mapping for an automation experience account Directed Dialog configuration Directed dialog frames overview Uploading a new Directed Dialog frames file Creating a new Directed dialog Viewing a Directed Dialog frame file Deleting a Directed Dialog frame file Deleting a Directed Dialog frame file Custom Entities Definition configuration Custom entities definition overview Uploading a new Custom Entities file Downloading a Custom Entities definition file Adding a new custom entity Editing the details of a custom entity Deleting a custom entity Sentiment configuration Uploading a new sentiments file Administering Avaya Ava for Tenant user

6 Downloading a new sentiments file Chapter 4: Channel configuration Facebook Channel Creating a new Facebook channel Facebook - New Channel field descriptions Auto Responder tab field descriptions Editing Facebook channel details Viewing Facebook channel details Enable or Disable Facebook channel details Deleting Facebook channel details KakaoTalk Channel Creating a new KakaoTalk channel KakaoTalk - New Channel field descriptions Editing KakaoTalk channel details Viewing KakaoTalk channel details Enable or Disable KakaoTalk channel details Deleting KakaoTalk channel details Kik Channel Creating a new Kik channel Kik - New Channel field descriptions Editing Kik channel details Viewing Kik channel details Enable or Disable Kik channel details Deleting Kik channel details LINE Channel Creating a new LINE channel LINE - New Channel field descriptions Editing LINE channel details Viewing LINE channel details Enable or Disable LINE channel details Deleting LINE channel details Twitter Channel Creating a new Twitter channel Twitter - New Channel field descriptions Editing Twitter channel details Viewing Twitter channel details Enable or Disable Twitter channel details Deleting LINE channel details Visitor Channel Creating a new Visitor channel Visitor - New Channel field descriptions Editing Visitor channel details Viewing Visitor channel details Deleting Visitor channel details WeChat Channel Administering Avaya Ava for Tenant user 6

7 Creating a new WeChat channel WeChat - New Channel field descriptions Editing WeChat channel details Viewing WeChat channel details Enable or Disable WeChat channel details Deleting WeChat channel details Chapter 5: Working with Interaction Reports Viewing the interaction reports Types of interactions Chapter 6: Working with User Audit Reports Viewing the audits Audit page field descriptions Appendix - I Adding a page to Webhook in Facebook Creating a Twitter developer app Creating a LINE account Creating a WeChat account Creating a Kik account Adding Webhook Configuration details for KakaoTalk account Appendix - II Integration with Avaya Oceana Overview Deploying Avaya Ava on Avaya Oceana Avaya Breeze configuration AmaToContextStore installation AmaToContextStore snap-in configuration Chatbot / Botconnector configuration Certificate Sample Certificate Errors Security group changes Updating the OceanaChatAssistedService Workflow AWS User Integration with Avaya Aura Contact Center (AACC) and Avaya Contact Center Select (ACCS) Prerequisites Compatibility Limitations as of v Multimedia file storage support AACC connector(s) Installing and deploying AACC Pulling the Docker images Administering Avaya Ava for Tenant user

8 Common CC integration components Resources Related resources Viewing Avaya Ava videos Administering Avaya Ava for Tenant user 8

9 Chapter 1: Introduction Avaya Ava is a cloud AI solution for automating and managing digital interactions with customers via social and messaging platforms, leveraging chat-bot and Natural Language Processing (NLP). Organizations can use Avaya Ava to engage customers using social media, chat and messaging channels to provide immediate self-service as well as deliver the customer to agent-based customer care with full context of the upfront automated experience, or sometimes referred to as an auto-chat-attendant. Avaya Ava augments Avaya Oceana capabilities, as well as Avaya Aura Contact Center (AACC) and Avaya Aura Contact Center Select (ACCS), by adding self-service text automation and also allowing live agents to perform text-based conversations through social media and messaging channels as well as mobile app- and web-chat (see Figure 1. below). Avaya Ava is the right complement to the Avaya Contact Center platforms, adding digital channels connectivity, allowing omni-channel communications using a single contact center solution. Same self-service text automation rules can be seamlessly applied through all textbased digital channels. Avaya Ava consists of three different logical components: Avaya Ava Cloud Connect: Manages the connection and gateway to every Social Media and Messaging platform. The Avaya Ava graphical user interface provides the ability to configure and manage the connections to each platform. Avaya Ava Bot: Handles language and intent detection, as well as automation through directed dialog Bots. There are different levels of bot s complexity that can be accomplished, as described in sections below. Avaya Ava Contact Center Connect: This logical module handles the connection to the different supported contact center platforms, so that conversations can be escalated to contact center agents when required. Once the conversation is escalated to the agent Avaya Ava continue working as gateway between Social media/messaging platforms and live agents. The Ava Bot component of Avaya Ava provides automated text bots experience with Natural Language Processing (NLP) capability, even before customer interactions are handed off to live agents. Automation and agent-based interactions can be combined in order to achieve the most effective balance of customer engagement experience. Automated text bot capabilities can be applied to social media as well as external applications, such as: web-chat, mobile app-chat (via Smart Phone Apps), SMS and mobile messaging such as Facebook Messenger, Twitter Direct Messages, Kik, LINE, WeChat and KakaoTalk. Text automation can be accomplished by using simple key text (directed dialogs bots), as well as using phrase statistical analysis with artificial intelligence (AI), Deep Learning Neural Network text automation. 9 Administering Avaya Ava for Tenant user

10 Purpose Figure 1: Avaya Ava overview This document describes how to configure the Avaya Ava administration tool for tenant user. This document is intended for users who want to configure intent settings, NLP settings, directed dialog settings, and social media channel configuration for a tenant account. Signing in and signing out from Avaya Ava administrative tool for tenant user Ensure that you have account name to log in as a tenant administrator. Ensure that you have received an with a link to generate a password for your account name. 2. If the Sign in dialog box is not displayed, at the top-right of the page, click the Account drop-down list, and click Sign in. The system displays the Sign in dialog box. 3. In the Username field, type the username of the slate administrator. 4. In the Password field, type the password of the slate administrator. Note You can also save the login credentials if you select the Remember me check box. Administering Avaya Ava for Tenant user 10

11 In case you forget your password, you can retrieve the password using the Did you forget your password? link. The new password is generated through the registered address of the given username. 5. Click Sign in. The system logs in the user and displays the Avaya Ava. 6. To sign out of the admin tool, click the Account drop-down list, and click Logout. The system logs out the currently signed in user. Avaya Ava tenant user home page The following screenshot depicts the home page of the Avaya Ava tenant admin tool. Figure 2: Avaya Ava tenant user home page Changing the logged in user account details Log in to the application as a tenant administrator. 2. At the top-right of the page, click the logged-in [username] drop-down list, and click Settings. The system displays the password dialog box. 3. Type the password of the logged in user and click Sign in to proceed. The system displays the User setting for [username] page. 4. Update the details in the following fields: a. First Name b. Last Name 11 Administering Avaya Ava for Tenant user

12 c. d. Language 5. Click Save. The system updates the details of the currently signed in user. Changing the logged in user account password Log in to the application as a tenant administrator. 2. At the top-right of the page, click the logged-in [username] drop-down list, and click Password. The system displays the Password for [username] page. 3. In the Current password field, type the password of the currently logged in user. 4. In the New password field, define the new password for the logged in user. 5. In the New password confirmation field, define the new password again for the logged in user. 6. Click Save. The system updates the password of the currently signed in user. Viewing the logged in user sessions details Log in to the application as a tenant administrator. 2. At the top-right of the page, click the logged-in [username] drop-down list, and click Sessions. The system displays the Active sessions for [username] page. 3. To remove a session details, click Invalidate next to a listed session. The system removes the session entry from the list of sessions. Administering Avaya Ava for Tenant user 12

13 Chapter 2: Automation Experience overview Automation experience use case Using Avaya Ava administrative tool, you can add and configure automation experience account for a tenant user. The following use case example is a set of screen shots showing the customer interactions for CJet Airlines automation experience account through different messaging platforms. Figure 3: Sample interactions / Customer view Automation experience administration To create an automation experience account, you need to configure Avaya Ava administrative tool for tenant user. The Avaya Ava administrative tool provides the following functionality: Ability to configure and manage social and messaging channel connections. Create and manage multi-language Automated Experiences, including management of: o Intents 13 Administering Avaya Ava for Tenant user

14 o o o Directed Dialogs Entities Sentiment (English only) Access to Audit Logs (user s activity) Dashboards for real-time and historical interactions which includes: o o o o Interaction Summary Interaction counts and percentage by visitor, agent, and automation. Interaction Volume Interaction volume charts by source, channel, and language. Classification Summary and frequency of classified interactions. Daily Interaction Trend Interaction trending chart by days, weeks. and months during which contact center and queues related info is accessible through Oceana administration. Adding a new automation experience account Log in to the application as a tenant administrator. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. Click Create a new Automation Experience ( ) on top-right of the page. The system displays the Create Automation Experience dialog box. 4. In the Display Name field, type the name of the automation experience account. 5. In the Experience Key field, define a key for the new automation experience account. 6. From the Bot Type drop-down list, select the required option from the given bots list: Important: You cannot change the Bot Type once you save the automation experience account. a. Avaya Bot: Use this option to configure an Avaya Bot automation experience. You will need to configure the Intent, Intent action mapping, Directed Dialog Frames and Custom Entities to complete the configuration of the Avaya Bot. Note: Administering Avaya Ava for Tenant user 14

15 The Sentiment Configuration is not used by the Avaya bot. It is used for reporting sentiment on the dashboard and to provide reports to the contact center during dialog. b. IBM Watson Bot: Use this option to configure Ava to connect to an existing IBM Watson Assistant automation experience. When you select this option, you need to do the following: a. When prompted, you need to provide the Username and Password of your IBM Watson Assistant account to access the workspaces configured for the given account. The system displays the list of available workspaces for the logged in IBM Watson Assistant account. b. Select any one workspace from the list of workspaces for a Watson bot account. c. Click Save. Note: 7. Click Save ( ). The IBM Watson Assistant automation experience must exist on the IBM platform before attempting to configure Ava to use it. You can select and enable only one workspace for a Watson bot account. To activate multiple workspaces, you need add multiple automation experience account for IBM Watson Assistant bot. Before using Intent mapping for IBM Watson Assistant, you need to go to IBM bot cloud system and create a workspace. You also need to create intents, entities, dialogs, and content catalogs IBM Watson Assistant with Avaya Ava 7.1 supports only English. The system saves the new automation experience in the Automation Experience list. Viewing an automation experience account details Log in to the application as a tenant administrator. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Actions list, click View ( ) next to the account whose details you want to view. The system displays the Automation Experience details page for the selected account. 15 Administering Avaya Ava for Tenant user

16 4. Click Back ( ) to go back to the Automation Experience home page. Editing an automation experience account details Log in to the application as a tenant administrator. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. From the list, click Edit ( ) next to the account whose details you want to modify. The system displays the Edit Automation Experience dialog box. 4. Modify the account details as required. For more information, see Adding a new automation experience account. 5. Click Save ( ). The system updates the selected automation experience account details. Administering Avaya Ava for Tenant user 16

17 Chapter 3: Avaya Bot Automation Experience configuration Important This section is for Avaya bot only and not for IBM Watson Assistant bot. This type of tasks for IBM Watson Assistant are performed on the IBM platform and not in the Avaya Ava system. Intent configuration An intent configuration file contains the regular expressions of intents. These expressions are used to provide trainings to the intent engine. The final output of the intent engine is an intent classification. Each intent classification is a topic that can be automated. Each intent requires a directed dialog to complete the visitor s requested task. Uploading and downloading an intent regex configuration file Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Intent Configuration ( ) next to the account for which you want to update the intent configuration details. The system displays the Intent Configuration page. 17 Administering Avaya Ava for Tenant user

18 Figure 4: Intent configuration page 4. To upload a configuration file, do the following: a. In the Upload new intent configuration definition file section, click Choose File. b. Navigate to the required regex config.json file location and select the required file. c. Once the file is selected, click Upload. The system uploads the selected config.json regex file on the Tenant s Web server. Administering Avaya Ava for Tenant user 18

19 5. To download a configuration file, in the Download intent configuration definition file section, click Download. The system downloads the regex config.json file on the local system s default download folder. Configuring advanced properties for Intent Configuration Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Intent Configuration ( ) next to the account for which you want to update the intent configuration details. The system displays the Intent Configuration page. Figure 5: Intent configuration page 19 Administering Avaya Ava for Tenant user

20 4. Click the Configure advanced properties for Intent Configuration button. The system displays the Advanced Configuration definition window 5. In the Maximum number of turns while in Automation field, provide the required value. Note: The default value is In the Check model interval field, provide the required time in seconds. Note: The default value is 60 seconds. 7. Click Save. The system updates the advanced properties of the desired Intent Configuration. Adding languages for User Says and Responses for an Intent Configuration Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Intent Configuration ( ) next to the account for which you want to update the intent configuration details. The system displays the Intent Configuration page. Administering Avaya Ava for Tenant user 20

21 Figure 6: Intent configuration page 4. Click in the Add languages used for User Says and Responses field to view the available languages. 5. Select the required languages. Note: You can select multiple languages for User Says and Responses. After you are done adding the languages, press the Esc key to go back to the Intent configuration page. Adding a new custom intent Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). 21 Administering Avaya Ava for Tenant user

22 The system displays the Automation Experience page. 3. In the Configuration list, click Intent Configuration ( ) next to the account for which you want to update the intent configuration details. The system displays the Intent Configuration page. 4. Click Define a new custom intent. Figure 7: Intent configuration page The system displays the intent configuration definition screen. 5. In the Intent name field, define the name of the new intent. 6. In the User says field, add the required regular expression to gather initial user intent information. Note: You can add multiple User says expressions by clicking the Add ( ) icon. 7. In the Response field, type the reply for the initial intent gathered from the User says field/s. Administering Avaya Ava for Tenant user 22

23 8. From the What is the Engine State after this prompt? field, select any of the following options: a. Directed Dialogs: Select this option if you want to direct the user to a directed dialogs automation process. b. Intent Engine: Select this option if you want to direct the user to the Intent engine automation process for mapping. c. Stop Automation: Select this option if you want to direct the user to an agent and stop the automation process. 9. If you want to direct the user for further automation experience process, you must add a follow-up intent else jump to step 10. For adding a follow up intent, do the following: a. Click Define a new custom follow-up intent. The system displays the Follow-Up Intent Configuration definition window. b. In the Follow-Up Intent State field, define the name of the follow up intent. Use start for the first follow-up intent state. c. In the Follow-Up Intent New State field, define the name of the next follow up event you want to define to continue automation process. If you do not want to continue the automation process, type end. d. Add the user says, response and engine state details as defined in steps 6, 7 and 8. e. Click Save 10. Click Save. The system adds the new custom intent in the list of intents. Editing a custom intent Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Intent Configuration ( ) next to the account for which you want to update the intent configuration details. The system displays the Intent Configuration page. 4. From the list of intents, click Edit next to the intent whose details you want to modify. The system displays the Intent Configuration definition edit window. 5. Modify the details as required. For more information, see Adding a new custom intent. 23 Administering Avaya Ava for Tenant user

24 6. Click Save. Deleting a custom intent Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Intent Configuration ( ) next to the account for which you want to update the intent configuration details. The system displays the Intent Configuration page. 4. From the list of intents, click Delete next to the intent whose details you want to delete. The system displays the confirmation window. 5. Click Delete to confirm deletion. The system deletes the custom intent configuration. Administering Avaya Ava for Tenant user 24

25 Intent Action Mapping Using Intent Action Mapping feature, you can define the follow up engine state for specific type of intent or phrases. Configuring the intent action mapping for an automation experience account Log in to the application as a tenant user with administrator rights. Ensure that you have already added intents for your account. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Intent action mapping ( ) next to the account for which you want to configure the intent mapping. The system displays the Intent Configuration page. Figure 8: Intent action mapping 25 Administering Avaya Ava for Tenant user

26 4. From the Action drop-down list, click any of the following options for the intent for which you want to change the intent mapping configuration: a. Auto: Use this option if you want to map automation experience as the follow up action for the selected intent. b. Agent: Use this option if you want to map agents as the follow up action for the selected intent. c. Ignore: Use this option if you do not want to define any action for the selected intent and archive the messages/phrases. Note Escalate and Agent intents are system generated and must mapped to Agent. 5. Click Save ( ). Directed Dialog configuration Directed dialog frames overview A directed dialog frames join a user intent and a back-end service together. These user intents are those classified in the Intent Engine. A back-end service provides some accessible web resource that acts on the visitor s data input. Uploading a new Directed Dialog frames file Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Directed Dialog Frames. The system displays the Directed Dialog Frames page. Figure 9: Directed Dialog Frames page 4. In the Upload frame definition file section, click Choose File. 5. Navigate to the required frame definition.txt file location and select the required file. Administering Avaya Ava for Tenant user 26

27 6. Once the file is selected, click Upload. The system uploads the selected.json frame definition file on the Tenant s Web server. Creating a new Directed dialog Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Directed Dialog Frames. The system displays the Directed Dialog Frames page. 4. Click Create Directed Dialog ( ). The system displays the Create a new directed dialog section. Figure 10: Create a new Directed Dialog 5. In the Directed dialog name field, select the required custom intent configuration for which you want to define the directed dialog. 6. To define directed dialogs for the custom intent, click Create new directed dialog prompts ( ). The system displays the Create new directed dialog prompts section. 27 Administering Avaya Ava for Tenant user

28 Figure 11: Create new directed dialog prompts 7. In the Language field, select the language for the directed dialog. 8. In the Prompt field, type the required text you want to display for the initial conversation for the selected custom intent. Note: You can add directed dialog prompts for multiple languages for each directed dialog. 9. Click Save on the Create new directed dialog prompts section. 10. Click Save on the Create a new Directed Dialog section. The system adds the new directed dialog in the list of Directed Dialog Frames on the left side of the window. Note: To provide information for the response send by the user for the initial directed dialog, you must create a task to acquire information from the CRM. Figure 12: Directed Dialog Frames Create Task 11. To create a task, hover over the new directed dialog in the Directed Dialog Frame list and click Create Task ( ). Administering Avaya Ava for Tenant user 28

29 The system displays the Create a new task for directed dialog <custom_intent_file_name> Figure 13: Create a new task for directed dialog 12. In the Task name field, provide the name for the next task for directed dialog. 13. In the Action URL field, provide the required query to fetch information from the backend CRM in the following format: Click Create a new task slot. The system displays the Create a new task slot section. 15. Provide details in the following fields: a. Field name: Define the field name for the next action slot. b. Slot type: Select the required custom entity to gather respective intent information. c. Language: These are the predefined fields. The field shows all the languages configured for the selected directed dialog. d. Prompt: Define the prompt for each language displayed on the screen. 16. Click Save in the Create a new task slot section. 17. Click Save in the Create a new task for directed dialog section. The system adds the sub-task under the given directed dialog frame for follow up tasks for the configured intent. Viewing a Directed Dialog frame file Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 29 Administering Avaya Ava for Tenant user

30 3. In the Configuration list, click Directed Dialog Frames. The system displays the Directed Dialog Frames page. 4. Hover over the required frame file whose details you want to view and click View ( ). The system displays the details of the selected directed dialog frame. Deleting a Directed Dialog frame file Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Directed Dialog Frames. The system displays the Directed Dialog Frames page. 4. Hover over the required frame file whose details you want to edit and click Edit ( ). The system displays the details of the selected directed dialog frame. 5. Modify and save the details as required. For more information, see Creating a new Directed dialog. Deleting a Directed Dialog frame file Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Directed Dialog Frames. The system displays the Directed Dialog Frames page. 4. Hover over the required frame file whose details you want to delete and click Delete ( ). The system displays the confirmation dialog box. Administering Avaya Ava for Tenant user 30

31 5. Click Delete to confirm deletion. The system deletes the selected frame file. Custom Entities Definition configuration Custom entities definition overview The custom entities are created to define the segments for which you want to define intents and directed dialogs. The custom entities are referred to extract required information from the user or from the back-end CRM. Uploading a new Custom Entities file Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Custom Entities Definition ( ). The system displays the Custom Entities definition page. 31 Administering Avaya Ava for Tenant user

32 Figure 14: Custom Entities definition page 4. In the Upload new custom entities definition file section, click Choose File. 5. Navigate to the required custom entities.json file location and select the required file. 6. Once the file is selected, click Upload. The system uploads the selected.json custom entities definition file on the Tenant s Web server. Downloading a Custom Entities definition file Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. Administering Avaya Ava for Tenant user 32

33 3. In the Configuration list, click Custom Entities Definition ( ). The system displays the Custom Entities definition page. 4. In the Download custom entities definition file section, click Download. The system downloads the.json custom entities definition file in the local system s default download folder. Adding a new custom entity Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Custom Entities Definition ( ). The system displays the Custom Entities definition page. 4. Click Define a new custom entity. The system displays a row for new entry for a custom entity. 5. Provide details in the following fields: a. Entity name: Define the name of the entity. The name must be relevant for the type of information you want to gather. For example: Flight_number, etc. b. Entity type: Define the segment or domain for the custom entity. For example: Flight details, Bank details, etc. c. Synonyms: Define the synonyms regular expression for the entity name to support queries matching for the defined entity name. For example: Entity name: Airport_Code, Synonyms: AUS, GBR, IND, etc. 6. Click Add. The system adds the selected custom entity in the list of entities. Note: This list of entities is used in a directed dialog task frame. Editing the details of a custom entity Log in to the application as a tenant user with administrator rights. 33 Administering Avaya Ava for Tenant user

34 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Custom Entities Definition ( ). The system displays the Custom Entities definition page. 4. In the List of entities section, click Edit next to the entity whose details you want to modify. 5. Click Save. Deleting a custom entity Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click Custom Entities Definition ( ). The system displays the Custom Entities definition page. 4. In the List of entities section, click Delete next to the entity you want to delete. The system displays the confirmation dialog box. 5. Click Delete. 6. Click Save. Sentiment configuration Sentiment configuration are the strings of words that are used as input and produces structured representations as their output. Depending on the nature of the tasks in hand, these outputs are generated. A sentiment configuration file is used as input to the database as sentiments. The system generates the outputs in terms of structured SQL queries which can be directly submitted to the database for automatic replies. Uploading a new sentiments file Log in to the application as a tenant user with administrator rights. Administering Avaya Ava for Tenant user 34

35 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click, click Sentiment Configuration ( ). The system displays the Sentiment Configuration page. Figure 15: Sentiment Configuration page 4. In the Upload new Sentiment Configuration file section, click Choose File. 5. Navigate to the required sentiments.json file location and select the required file. 6. From the Role drop-down list, select the role as agent or visitor. 7. From the Language drop-down list, select the language of the sentiments file. 8. Click Upload. The system uploads the selected.json sentiments file on the Tenant s Web server. Downloading a new sentiments file 35 Administering Avaya Ava for Tenant user

36 Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Automation Experience ( ). The system displays the Automation Experience page. 3. In the Configuration list, click, click Sentiment Configuration ( ). The system displays the Sentiment Configuration page. Figure 16: Sentiment Configuration page 4. In the Upload new Sentiment Configuration file section, click Choose File. 5. Navigate to the required sentiments.json file location and select the required file. 6. From the Role drop-down list, select the role as agent or visitor. 7. From the Language drop-down list, select the language of the sentiments file. 8. Click Download. The system downloads the selected.json sentiments file in the local system s default download folder. Administering Avaya Ava for Tenant user 36

37 Chapter 4: Channel configuration A channel in Avaya Ava administrative tool indicates a specific route or path from a social media site to the Avaya Ava administrative tool. As the social media sites contain various types of information, the channel is used to search specific information on the social media site and accordingly route the searched result to the Avaya Ava administrative tool. You can create different channels for a single social media site, such as Facebook to search different types of information and route the searched results to Avaya Ava administrative tool for further processing. For example, in Social Media Manager, you can define channels, such as twflight from Twitter source to route information related to flights, fbmoneybnk from the Moneybank Facebook source page to route posts and comments that user enters. Facebook Channel Creating a new Facebook channel Log in to the application as a tenant user with administrator rights. Ensure that you have added a page to Webhooks in Facebook. Ensure that Facebook gateway is up and running. For more details, see Appendix - I. In the navigation pane, click Channels > Facebook. The system displays the Facebook Channels page. 2. Click Create New Channel. The system displays the Create Channel dialog box for Facebook login page. Figure 17: Facebook administrator login page 37 Administering Avaya Ava for Tenant user

38 3. Provide the Facebook page administrator credentials for which you want to configure the AMA Facebook channel. 4. Click Sign in with Facebook. The system displays the confirmation page. 5. Click Continue to add the new Facebook channel details. 6. Provide details in the required fields. To know more about the Create Channel fields, see Facebook - New Channel field descriptions. 7. Click Save. Next steps The system saves the channel in the list of Facebook Channels Restart the Facebook gateway Facebook - New Channel field descriptions Name Category Name Page Id Fetch Location Description A field to define the category of the new tenant page on Facebook. A field to define the name of the tenant on Facebook. A field to define the ID of the page from which you want to extract information. A field to activate the extraction of the location details of the visitor. If this field is activated, you need to provide the time in Update After Mins field in minutes. Fb Page Admin Id Name User Access Token Page Access Token A field to define the administrator id of the tenant s Facebook page. A field to define the administrator name of the tenant s Facebook page. The Facebook system generated access token for the tenant s Facebook page admin user. The Facebook system generated access token for the tenant s page. Auto Responder Administering Avaya Ava for Tenant user 38

39 Name Description For details, see Auto Responder tab field descriptions Auto Responder tab field descriptions Important: The fields on the Auto Responder tab are common for all social media channels. Name Auto Responder Private Responder Link Response Photo Response Text Response Video Response Control Response Sparse Mode Description A field to activate the auto responder option for a chat window. If this check box is selected, it activates the Private Responder section. Note: An Auto Responder is a convenient way to quickly test the interplay between a configured social media channel and Ava. Typically, the user will want to turn off an Auto Responder after the test so that the Ava dialog engine can generate more targeted, languagespecific responses. A field to activate the auto responds option for a private chat window. If this check box is selected, it activates the Private Responder fields. A field to define the default text response for a link shared by the visitor. A field to define the default text response for a photo shared by the visitor. A field to define the default text response for a text message sent by the visitor. A field to define the default text response for a video shared by the visitor. A field to define the default text response as soon as a new visitor joins a chat conversation. For example: Welcome to CJet airlines! A field to activate auto refresh for the given response type after regular interval (in seconds). 39 Administering Avaya Ava for Tenant user

40 Name Text Response Link Response Photo Response Video Response Description A field to define time for auto refresh of text response. A field to define time for auto refresh of link response. A field to define time for auto refresh of image response. A field to define time for auto refresh of video response. Editing Facebook channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Facebook. The system displays the Facebook Channels page. 3. Click Edit next to the required Channel Name. The system displays the dialog box to Regenerate token or Continue. 4. Do one of the following: a. If you want to regenerate token, click Regenerate Token. The system regenerates token and displays the Edit Channel dialog box with other details to update. b. If you do not want to regenerate token, click Continue. The system displays the Edit Channel dialog box with details to update. 5. Update the details in the required fields. To know more, see Facebook - New Channel field descriptions 6. Click Save. The system updates the channel details in the list of Facebook Channels. Administering Avaya Ava for Tenant user 40

41 Viewing Facebook channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Facebook. The system displays the Facebook Channels page. 3. Click View next to the required Channel Name. The system displays the Facebook Channel details page. 4. Click Back to go back the Facebook Channels page. Enable or Disable Facebook channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Facebook. The system displays the Facebook Channels page. 3. Do the following: a. To enable the channel, select the Enable ( ) check box next to the required Channel Name. b. To disable the channel, clear the Disable ( ) check box next to the required Channel Name. The system updates the status of the channel accordingly. Deleting Facebook channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Facebook. The system displays the Facebook Channels page. 3. Click Delete next to the required Channel Name. The system displays the confirmation dialog box. 4. Click Delete. 41 Administering Avaya Ava for Tenant user

42 KakaoTalk Channel Creating a new KakaoTalk channel Log in to the application as a tenant user with administrator rights. Ensure that you have added a page to Webhooks in KakaoTalk. Ensure that you have generated a Kakao PlusFriend and sender key and partner key. Ensure that KakaoTalk gateway is up and running. For more details, see Appendix - I. In the navigation pane, click Channels > KakaoTalk. The system displays the KakaoTalk Channels page. 2. Click Create New Channel. The system displays the Create Channel dialog box. 3. Provide details in the required fields. To know more about the Create Channel fields, see KakaoTalk - New Channel field descriptions. 4. Click Save. Next steps The system saves the channel in the list of KakaoTalk Channels. Restart the KakaoTalk gateway KakaoTalk - New Channel field descriptions Name Category Name Channel Id Sender Key Partner Key Description A field to define the category of the new tenant page on KakaoTalk. A field to define the name of the tenant on KakaoTalk. A field to define the ID of the page from which you want to extract information. This is a key generated on the KakaoTalk developer page. This key is unique for each KakaoTalk account. This is a key generated on the KakaoTalk developer page. This is unique for all KakaoTalk partners. Administering Avaya Ava for Tenant user 42

43 Name Enable automated responses on private messages Automation Experience for Private Messaging Description A field to activate automation experience for private messages on KakaoTalk. A field to select from the available automation experience accounts for Avaya and Watson bots. If you select a Watson bot account, you need to provide the login credentials for the selected account. Auto Responder For details, see Auto Responder tab field descriptions Editing KakaoTalk channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > KakaoTalk. The system displays the KakaoTalk Channels page. 3. Click Edit next to the required Channel Name. The system displays the Edit Channel dialog box with details to update. 4. Update the details in the required fields. To know more, see KakaoTalk - New Channel field descriptions. 5. Click Save. The system updates the channel details in the list of KakaoTalk Channels. 43 Administering Avaya Ava for Tenant user

44 Viewing KakaoTalk channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > KakaoTalk. The system displays the KakaoTalk Channels page. 3. Click View next to the required Channel Name. The system displays the KakaoTalk Channel details page. 4. Click Back to go back the KakaoTalk Channels page. Enable or Disable KakaoTalk channel details Log in to the application as a tenant user with administrator rights. 8. In the navigation pane, click Channels > KakaoTalk. The system displays the KakaoTalk Channels page. 9. Do the following: a. To enable the channel, select the Enable ( ) check box next to the required Channel Name. b. To disable the channel, clear the Disable ( ) check box next to the required Channel Name. The system updates the status of the channel accordingly. Deleting KakaoTalk channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > KakaoTalk. The system displays the KakaoTalk Channels page. 3. Click Delete next to the required Channel Name. The system displays the confirmation dialog box. 4. Click Delete. Administering Avaya Ava for Tenant user 44

45 Kik Channel Creating a new Kik channel Log in to the application as a tenant user with administrator rights. Ensure that you have created a Kik developer account. Ensure that you have created a Kik bot. Ensure that Kik gateway is up and running. For more details, see Appendix - I. In the navigation pane, click Channels > Kik. The system displays the Kik Channels page. 2. Click Create New Channel. The system displays the Create Channel dialog box. 3. Provide details in the required fields. To know more about the Create Channel fields, see Kik - New Channel field descriptions. 4. Click Save. Next steps The system saves the channel in the list of Kik Channels Restart the Kik gateway Kik - New Channel field descriptions Name Category Name Bot name API Key Enable automated responses on private messages Description A field to define the category of the new tenant page on Kik. A field to define the name of the tenant on Kik. Define the bot name to be used on the Kik developer account. This API key is automatically/manually generated on the Kik developer account. A field to activate automation experience for private messages on Kik. 45 Administering Avaya Ava for Tenant user

46 Name Automation Experience for Private Messaging Description A field to select from the available automation experience accounts for Avaya and Watson bots. If you select a Watson bot account, you need to provide the login credentials for the selected account. Auto Responder For details, see Auto Responder tab field descriptions Editing Kik channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Kik. The system displays the Kik Channels page. 3. Click Edit next to the required Channel Name. The system displays the Edit Channel dialog box with details to update. 4. Update the details in the required fields. To know more, see Kik - New Channel field descriptions. 5. Click Save. The system updates the channel details in the list of Kik Channels. Administering Avaya Ava for Tenant user 46

47 Viewing Kik channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Kik. The system displays the Kik Channels page. 3. Click View next to the required Channel Name. The system displays the Kik Channel details page. 4. Click Back to go back the Kik Channels page. Enable or Disable Kik channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Kik. The system displays the Kik Channels page. 3. Do the following: a. To enable the channel, select the Enable ( ) check box next to the required Channel Name. b. To disable the channel, clear the Disable ( ) check box next to the required Channel Name. The system updates the status of the channel accordingly. Deleting Kik channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Kik. The system displays the Kik Channels page. 3. Click Delete next to the required Channel Name. The system displays the confirmation dialog box. 4. Click Delete. 47 Administering Avaya Ava for Tenant user

48 LINE Channel Creating a new LINE channel Log in to the application as a tenant user with administrator rights. Ensure that you have added a LINE developer account. Ensure that LINE gateway is up and running. For more details, see Appendix - I. In the navigation pane, click Channels > LINE. The system displays the LINE Channels page. 2. Click Create a new Channel. The system displays the Create Channel dialog box. 3. Provide details in the required fields. To know more about the Create Channel fields, see LINE - New Channel field descriptions. 4. Click Save. Next steps The system saves the channel in the list of LINE Channels Restart the LINE gateway LINE - New Channel field descriptions Name Category Name Channel Id Access Token Channel Secret Enable automated responses on Description A field to define the category of the new tenant page on LINE. A field to define the name of the tenant on LINE. A field to define the ID of the page from which you want to extract information. The LINE system generated access token for the tenant s page. The LINE system generated access token password for the tenant s LINE page. A field to activate automation experience for private Administering Avaya Ava for Tenant user 48

49 Name private messages Automation Experience for Private Messaging Description messages on LINE. A field to select from the available automation experience accounts for Avaya and Watson bots. If you select a Watson bot account, you need to provide the login credentials for the selected account. Auto Responder For details, see Auto Responder tab field descriptions Editing LINE channel details Log in to the application as a tenant user with administrator rights. Ensure you have created a LINE channel. 2. In the navigation pane, click Channels > LINE. The system displays the LINE Channels page. 3. Click Edit next to the required Channel Name. The system displays the Edit Channel dialog box with details to update. 4. Update the details in the required fields. To know more, see LINE - New Channel field descriptions. 10. Click Save. The system updates the channel details in the list of LINE Channels. Viewing LINE channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > LINE. The system displays the LINE Channels page. 3. Click View next to the required Channel Name. 49 Administering Avaya Ava for Tenant user

50 The system displays the LINE Channel details page. 11. Click Back to go back the LINE Channels page. Enable or Disable LINE channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > LINE. The system displays the LINE Channels page. 3. Do the following: a. To enable the channel, select the Enable ( ) check box next to the required Channel Name. b. To disable the channel, clear the Disable ( ) check box next to the required Channel Name. The system updates the status of the channel accordingly. Deleting LINE channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > LINE. The system displays the LINE Channels page. 3. Click Delete next to the required Channel Name. The system displays the confirmation dialog box. 4. Click Delete. Twitter Channel Creating a new Twitter channel Log in to the application as a tenant user with administrator rights. Ensure that you have created a Twitter app using your Twitter account. To know more about creating a Twitter app, see Creating a Twitter developer app. Ensure that Twitter gateway is up and running. For more details, see Appendix - I. Administering Avaya Ava for Tenant user 50

51 2. In the navigation pane, click Channels > Twitter. The system displays the Twitter Channels page. 3. Click Create a new Channel. The system displays the Create Channel dialog box. 4. Provide details in the required fields. To know more, see Twitter - New Channel field descriptions. 5. Click Save. The system saves the channel in the list of Twitter Channels. Twitter - New Channel field descriptions Name Category Name Twitter Handle Track Query Consumer Key Consumer Secret Access Token Access Token Secret Enable automated responses on private messages Automation Experience for Private Messaging Description A field to define the category of the new tenant page on Twitter. A field to define the name of the tenant on Twitter. A field to define the Twitter handle of the configured Twitter developer account. A field to define the hash tags and mentions for the defined Twitter handle. A field to add the Twitter system generated consumer secret key for the tenant s Twitter page admin user. A field to add the Twitter system generated consumer secret password for the tenant s Twitter page admin user. The Twitter system generated access token for the tenant s page. The Twitter system generated access token password for the tenant s Twitter page. A field to activate automation experience for private messages on LINE. A field to select from the available automation experience accounts for Avaya and Watson bots. If you select a Watson bot account, you need to provide the login 51 Administering Avaya Ava for Tenant user

52 Name Automation Experience for Public Messaging Description credentials for the selected account. A field to select from the available automation experience accounts for Avaya and Watson bots for public messaging. If you select a Watson bot account, you need to provide the login credentials for the selected account. Auto Responder For details, see Auto Responder tab field descriptions Editing Twitter channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Twitter. The system displays the Twitter Channels page. 3. Click Edit next to a required Channel Name. The system displays the Edit Channel dialog box. 4. Update the details in the required fields. To know more, see Twitter - New Channel field descriptions. 5. Click Save. The system updates the channel details in the list of Twitter Channels. Viewing Twitter channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Twitter. The system displays the Twitter Channels page. 3. Click View next to a required Channel Name. The system displays the Twitter Channel page. Administering Avaya Ava for Tenant user 52

53 4. Click Back to go back the Twitter Channels page. Enable or Disable Twitter channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Twitter. The system displays the LINE Channels page. 3. Do the following: a. To enable the channel, select the Enable ( ) check box next to the required Channel Name. b. To disable the channel, clear the Disable ( ) check box next to the required Channel Name. The system updates the status of the channel accordingly. Deleting LINE channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Twitter. The system displays the LINE Channels page. 3. Click Delete next to the required Channel Name. The system displays the confirmation dialog box. 4. Click Delete. Visitor Channel Creating a new Visitor channel Log in to the application as a tenant user with administrator rights. Ensure that you have added a Visitor developer account. Ensure that Infinite Visitor service is up and running. For more details, see Appendix - I. 53 Administering Avaya Ava for Tenant user

54 In the navigation pane, click Channels > Visitor. The system displays the Visitor Channels page. 2. Click Create New Channel. The system displays the Create Channel dialog box. 3. Provide details in the required fields. To know more about the Create Channel fields, see Visitor - New Channel field descriptions. 4. Click Save. Next steps The system saves the channel in the list of Visitor Channels Restart the Visitor gateway Visitor - New Channel field descriptions Name Name Enable automated responses on private messages Automation Experience for Private Messaging Description A field to define the name of the tenant on Visitor. A field to activate automation experience for private messages on Visitor. A field to select from the available automation experience accounts for Avaya and Watson bots. If you select a Watson bot account, you need to provide the login credentials for the selected account. Editing Visitor channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Visitor. The system displays the Visitor Channels page. 3. Click Edit next to the required Channel Name. The system displays the Edit Channel dialog box with details to update. 4. Update the details in the required fields. To know more, see Visitor - New Channel field descriptions. Administering Avaya Ava for Tenant user 54

55 12. Click Save. The system updates the channel details in the list of Visitor Channels. Viewing Visitor channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Visitor. The system displays the Visitor Channels page. 3. Click View next to the required Channel Name. The system displays the Visitor Channel details page. 4. Click Back to go back the Visitor Channels page. Deleting Visitor channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > Visitor. The system displays the Visitor Channels page. 3. Click Delete next to the required Channel Name. The system displays the confirmation dialog box. 4. Click Delete. WeChat Channel Creating a new WeChat channel Log in to the application as a tenant user with administrator rights. Ensure that you have added a WeChat developer account. Ensure that WeChat gateway or token generator is up and running. For more details, see Appendix - I. 55 Administering Avaya Ava for Tenant user

56 In the navigation pane, click Channels > WeChat. The system displays the WeChat Channels page. 2. Click Create New Channel. The system displays the Create Channel dialog box. 3. Provide details in the required fields. To know more, see WeChat - New Channel field descriptions. 4. Click Save. Next steps The system saves the channel in the list of WeChat Channels Restart the WeChat gateway WeChat - New Channel field descriptions Name Category Name E Token App Id App Secret Enable automated responses on private messages Automation Experience for Private Messaging Description A field to define the category of the new tenant page on WeChat. A field to define the name of the tenant on WeChat. A filed to add E Token generated while creating a WeChat developer page. A filed to add App Id generated while creating a WeChat developer page. A filed to add password for the App generated while creating a WeChat developer page. A field to activate automation experience for private messages on Visitor. A field to select from the available automation experience accounts for Avaya and Watson bots. If you select a Watson bot account, you need to provide the login credentials for the selected account. Auto Responder For details, see Auto Responder tab field descriptions Administering Avaya Ava for Tenant user 56

57 Editing WeChat channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > WeChat. The system displays the WeChat Channels page. 3. Click Edit next to the required Channel Name. The system displays the Edit Channel dialog box with details to update. 4. Update the details in the required fields. To know more, see WeChat - New Channel field descriptions 5. Click Save. The system updates the channel details in the list of WeChat Channels. Viewing WeChat channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > WeChat. The system displays the WeChat Channels page. 3. Click View next to the required Channel Name. The system displays the WeChat Channel details page. 4. Click Back to go back the WeChat Channels page. Enable or Disable WeChat channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > WeChat. The system displays the WeChat Channels page. 3. Do the following: 57 Administering Avaya Ava for Tenant user

58 a. To enable the channel, select the Enable ( ) check box next to the required Channel Name. b. To disable the channel, clear the Disable ( ) check box next to the required Channel Name. The system updates the status of the channel accordingly. Deleting WeChat channel details Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Channels > WeChat. The system displays the WeChat Channels page. 3. Click Delete next to the required Channel Name. The system displays the confirmation dialog box. 4. Click Delete. Administering Avaya Ava for Tenant user 58

59 Chapter 5: Working with Interaction Reports Using the Avaya Ava administrative tool, you can generate interaction reports. Interaction reports are a graphical representation of the volumes of interactions between sources such as visitors, agents, or automated system interactions. The reports also provide information about interactions through different channels, volume of daily interactions, and the language of interactions during a period. Viewing the interaction reports Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Dashboard ( ). The system displays the Dashboard page. 3. Select one of the following check boxes: Last 30 Days: To generate a report for the last 30 days. Previous Month: To generate a report for the previous month. Custom Date Range: To generate a report for a specific period. Click the from and to dates. 4. Click Run. The system displays the interaction report of the logged in tenant based on the selected period. Types of interactions Name Interaction Volume by Source Description Graphical representation of the volumes of interactions between sources such as visitors, agents, or automated system interactions. Note: If you click the Source bars on the Interaction Volume by Source graph, the system displays the result of the 59 Administering Avaya Ava for Tenant user

60 Interaction Volume by Channel Interaction Volume by Language Classified Interactions Interaction Volume, All Classifications Daily Interaction Volume Daily Interaction Volume Table selected Source on the Interaction Volume by Channel graph. Graphical representation of interactions through a particular channel. For example, Twitter or Facebook. Graphical representation of interactions in a particular language such as Italian, English, French, and other unsupported languages. Hover the mouse over the graphs and you can see the banter and opt-out numbers. Note: Classified interactions: These are the visitor messages for which an Intent is identified (classified). An intent here is the actual purpose of the message. Banter messages: These messages are the part of the conversation, but do not add any value to the conversation. For example: got it, ah, ok, etc. The opt-out messages: These messages are send when a user wants the interaction to be transferred to an agent. Hover the mouse over the graphs and you can see the banter and opt-out numbers. Note: Classified interactions: These are the visitor messages for which an Intent is identified (classified). An intent here is the actual purpose of the message. Banter messages: These messages are the part of the conversation, but do not add any value to the conversation. For example: got it, ah, ok, etc. The opt-out messages: These messages are send when a user wants the interaction to be transferred to an agent. Graphical representation of daily interactions between sources such as visitors, agents, or automated system interactions. You can also view this report for specific dates by selecting and dragging the dates on the bar graphs located in the Daily Interaction Volume graph. Interactions performed on specific dates in a tabular format. Administering Avaya Ava for Tenant user 60

61 Chapter 6: Working with User Audit Reports Using the Avaya Ava administrative tool, you can view user audit reports. You can also filter these reports by date. You can use these reports to monitor user access and troubleshoot access issues. Viewing the audits About this task You can filter the audit reports based on the column names, such as Date, User, State, and Extra Data. Log in to the application as a tenant user with administrator rights. 2. In the navigation pane, click Audits ( ). The system displays the Audits page. 3. Choose the from and to dates. The system displays the audit reports for the selected date ranges. Audit page field descriptions Name from to Date User State Extra data Description Selects the start date for an audit report. Selects the end date for an audit report. Displays the login date and time of a user during the selected period. Displays the list of users logged in during the selected period. Displays the authentication status of user attempts during the selected period. Displays the IP address of the logged in users during the selected 61 Administering Avaya Ava for Tenant user

62 Name Description period. Page Navigation Displays the total number of pages of the audit report. You can use the arrow buttons to navigate between the pages. Administering Avaya Ava for Tenant user 62

63 Appendix - I Adding a page to Webhook in Facebook About this task Important: The procedure in this section is for reference only and is subject to change. You must follow the procedure given on the Facebook developer s page to perform actual steps. Ensure that you have a Facebook account. Ensure that you have a Facebook page in your account. Ensure that you have a Facebook app in your account. Ensure that you have administrator access to the Facebook app in your account. Ensure that you have added Messenger as a Product in your app and setup Webhook. 1. Log in to your Facebook account using proper credentials. 2. Navigate to 3. In the left panel, navigate to [FB App name] Messenger > Settings. 4. Scroll-down to the Webhooks section. 5. Click the Select a page drop-down list and select the required page. Creating a Twitter developer app About this task Important: The procedure in this section is for reference only and is subject to change. You must follow the procedure given on the Facebook developer s page to perform actual steps. Ensure that you have an active Twitter account with complete profile details, such as phone number, etc. 1. Log in on Twitter with your credentials. 2. Navigate to the Twitter developer page using the URL: 63 Administering Avaya Ava for Tenant user

64 3. Click Create New App. The system displays the Create an application page. 4. Provide details in the following fields: Figure 18: Create new Twitter app a. Name: Type the name of the application. b. Description: Type a description of the application. c. Website: Provide the URL of the home page of your product application. d. Callback URL is an optional field and can be left blank. e. Read the developer agreement rules and select the check box to accept the developer agreement. 5. Click Create your Twitter application. The system creates an application and displays the Details tab. 6. Click the Settings tab. 7. Provide the details in the following fields: Administering Avaya Ava for Tenant user 64

65 a. In the Application Icon area, click Choose File to select the application icon file. b. Provide the URLs for Privacy Policy and Terms of Service. c. Click Update Settings. The system updates the application s settings. 8. Click the Keys and Access Tokens tab. a. Click Create my access token. 9. Click Change App Permissions. a. Select Read, Write and Access direct messages. b. Click Update Settings. 10. Click the Keys and Access Tokens tab. 11. Click Create my access token. The system creates an access token for the application. 12. Note down the details in the following fields as you will need them for creating a Twitter Channel in Avaya Ava administrative tool: a. Consumer Key (API Key) b. Consumer Secret (API Secret) c. Access Token d. Access Token Secret Creating a LINE account About this task You need a LINE account with verified address and phone number to create a LINE channel in Avaya Ava. Important: The procedure in this section is for reference only and is subject to change. You must follow the procedure given on the LINE developer s page to perform actual steps. To register for a new LINE account, you must download the LINE app on your mobile device. 1. Navigate to LINE application using with your credentials. 2. Click Create a LINE@ Account. 3. Click Create a Standard Account. 4. Log in with your LINE account credentials. 65 Administering Avaya Ava for Tenant user

66 5. Add details in the given fields with valid information and confirm the creation of the account. 6. Select to log in with Manager. The system displays the Manager page. 7. In the left menu pane, click Settings > Messaging API Settings. 8. From the Select Provider drop-down list, click Avaya. 9. Click Enable API and click confirm. 10. Click LINE Developers to open the developers page. 11. On the developer s page, copy and save the Channel ID and Channel Secret to use them while creating a LINE channel Avaya Ava administrative tool. 12. Now, edit the Use webhooks field so that it is enabled. 13. In the Webhook field, type the URL in the following format: IP address or domain name>:6997/linereceiver<channel name>, where <channel name> is the name of the LINE channel you created. 14. Disable the Auto-reply messages and Greeting messages fields. 15. On the same page, click Issue in the Channel Access Token field. 16. Copy and save the new generated Channel Access Token. Note: The channel access token is used while creating LINE channel in Avaya Ava. Also, this is permanent, until you click the Issue option again. 17. Use the QR code to add this bot's contact, using the LINE app in your phone. Creating a WeChat account About this task Important: The procedure in this section is for reference only and is subject to change. You must follow the procedure given on the WeChat developer s page to perform actual steps. You need to install WeChat app in your mobile phone and register your personal account. You can download WeChat App from Google Play Store for Android or Apple App Store for ios. Administering Avaya Ava for Tenant user 66

67 1. Apply official testing account using the following URL: 2. Click the green button as shown in the following screenshot. Figure 19: Official testing account 3. Then scan the QR code with WeChat App from your mobile phone. Figure 20: QR code scan 4. Click confirm login button on your mobile phone, The system displays the following page with URL and Token fields. 67 Administering Avaya Ava for Tenant user

68 Figure 21: URL and token fields 5. Login to Ava administrative tool and navigate to WeChat Channel with the appid and appsecret info. Figure 22: WeChat channel configuration 6. Now Configure WeChat Gateway URL and Token on the WeChat page. Use the following WeChat Gateway URL format: 7. Click Submit. If you successfully submit the details, the WeChat Gateway will reply with correct response. 8. Scan the QR code to subscribe testing account as shown in the following screenshot: Administering Avaya Ava for Tenant user 68

69 9. Send the test message in WeChat App. Creating a Kik account About this task Important: The procedure in this section is for reference only and is subject to change. You must follow the procedure given on the Kik developer s page to perform actual steps. You need a KIK Account with verified address and phone number. 1. Log in into Kik app with valid credentials. 2. Navigate to 3. Scan the code which is present on the screen using your mobile phone. 4. Confirm the code using the mobile App with the given code. Once the confirmation is completed you will be prompted to provide the bot name. 5. Provide the bot name as defined in Avaya Ava. The system displays the confirmation box for the bot username. 6. Provide response as yes. The system displays a request to login as dashboard. Response as 'yes ' 7. Provide response as yes. The system logs in into the dashboard on the screen where you scan the Kik on the desktop. 8. Click on the configuration on the UI once its login in into Kik account. Store the account name, bot name, API key details as it will be required to create a Kik channel on Avaya Ava administrative tool. 69 Administering Avaya Ava for Tenant user

70 Adding Webhook Configuration details for KakaoTalk account About this task Important: The procedure in this section is for reference only and is subject to change. You must follow the procedure given on the KakaoTalk developer s page to perform actual steps. 1. Create a KakaoTalk account. 2. Use Google Chrome browser to navigate to 3. Click to translate the page. 4. Log in in to the page using the valid account credentials 5. Click +Create New Friends. The new friend you will add will be the administrator for all KakaoTalk Avaya Ava channels you are going to configure for this account. 6. Confirm your mobile phone number. You will need your mobile KakaoTalk client to confirm the phone number. 7. Accept the usage agreement by clicking on the three different check boxes even if they are difficult to see in your translated browser page. 8. In the left pane, click Smart Chat. 9. In Smart Chat, you need to set up one or more Kakao AMA channels (=bots) and their Webhooks. 10. Click on the yellow button under the right smart phone visualization. 11. Enter the Webhook configuration. 12. Before you can save the Webhook, you must validate your phone number. If you have a US or Canadian phone number, scroll-down in the country list to Canada/US. 13. Save the Webhook configuration. 14. Once configured, click again Smart Chat in the left pane and click the yellow button under the right phone image. This will turn on the connection between KakaoTalk and the KakaoGateway for your Avaya Ava KakaoTalk channel. 15. For each configured Avaya Ava KakaoTalk channel, a "sender_key" needs to be created. This sender_key is equivalent to access tokens in other platforms. To do so: a. Set up an "outbound" profile under of the configured Plus Friend using b. Login with valid credentials. You will need a business certificate file, a JPG image, issued to Avaya in South Korea. c. Click Outbound profile UUID and enter kakao.av-messagingautomation.com into the Outbound profile receiving domain. d. For each EC2 instance that may interact with the KakaoTalk server, register the public IP address in the ACL list using Administering Avaya Ava for Tenant user 70

71 e. Wait until the status of the registration request turns to normal. This may take a day or two. Note: The upcoming KakaoGateway (not the KakaoGatewayWebHook) will have a senderkey property for each channel configuration. This is where you will enter the sender_keys for your Avaya Ava channels. The sender_keys will be used in KakaoGateway responses to incoming visitor messages. The partnerkey will be same for all Avaya Ava Kakao channels (ce994d67754fe39611beb76ba2057ebdccf7f283). 71 Administering Avaya Ava for Tenant user

72 Appendix - II Integration with Avaya Oceana Overview This section describes the integration of Avaya Ava for text automation with Avaya Oceana web chat using the existing Chatbot snap-in. The following diagram shows a high-level architecture diagram of Avaya Ava integration with Avaya Oceana. Figure 23: Ava with Avaya Oceana Avaya Ava is built on Amazon Web Services (AWS) and it contains three logical components: Cloud Connect: A gateway to social media networks, messaging, chat, and other cloud based sources. Bot: AI/Machine Learning text interaction automation engine, including multi-lingual Natural Language Processing (NLP), language detection, sentiment analysis, and entity extraction Contact Center Connect: Connection to Avaya Breeze and Avaya Oceana solution in addition to Avaya Aura Contact Center, Avaya Contact Center Select, and CC Elite in future releases. Administering Avaya Ava for Tenant user 72

73 The following diagram provides an overview of Avaya Ava Bot for text automation solution. Figure 24: Avaya Ava Bot for text automation On the top left corner of the above diagram is the Avaya Ava service illustrated. Avaya Ava is using Amazon Simple Queue Service (SQS) for the integration and message exchange between Avaya Ava and Oceana. The Avaya Ava solution artifacts hosted on AWS support multiple customers (tenants) on the same platform. For that reason, the Avaya Ava element provides a dedicated tenant name per customer installation. The AWS SQS access is managed by the Avaya Ava administration and only grants access to the AWS queue that relates to the customer (tenant) created. A new snap-in AmaToContextStore is installed in Oceana which is presented on the right part of the above diagram. AmaToContextStore snap-in will need to be installed on the same cluster as where the Chatbot or Botconnector snap-in is hosted. In our case this is the Cluster 2 (UAC) cluster. The existing Chatbot or Botconnector is used to link in the AMA-ChatBot-Adpater.jar from the Web Server. The AMA-ChatBot-Adapter then establishes a communication link towards the Avaya Ava components hosted in the cloud via AWS SQS. 73 Administering Avaya Ava for Tenant user

74 Deploying Avaya Ava on Avaya Oceana About this task This section describes how to implement and configure AMAChatbot on Avaya Oceana. The following pre-requisites must be completed before starting with the Avaya Oceana installation and configuration process. Below table provides a list of tasks with RACI which must be completed for integrating Avaya Ava bot into Avaya Oceana chat. Tasks Description RACI 1 Discover customer requirements and identify if default use case can be used or if a custom use case is required. 2 Requesting Avaya Ava service for text automation Customer Account team AEA C RA I I - RA I C 3 Creating a tenant and user - - CI RA 4 Building custom use case if needed - R CI A 5 Providing the tenant details: - Tenant name - AWS Key - AWS Secret key - AWS Region - Account - Zone - Conversation handler class name EP&T - - I RA 1. Download the following software from PLDS Note: o o Avaya Messaging Automation Chatbot Adaptor - ama-chatbot-adaptor jar-with-dependencies.jar Avaya Messaging Automation Context Store - AmaToContextStore svar For Oceana 3.3, download: Administering Avaya Ava for Tenant user 74

75 - ama-chatbot-adaptor AmaToContextStore For Oceana 3.4, download: - ama-chatbot-adaptor AmaToContextStore Install ama-chatbot-adaptor using the following procedure: Note: The ama-chatbot-adaptor.jar file is a plugin file which is going to be read by the Chatbot or Botconnector snap-in on UAC. This file will need to be hosted on the webserver. a. Create a new directory 'AMAChatbot' on the customer s web server. Figure 25: AMAChatbot folder b. Copy the ama-chatbot-adaptor-x.x.x-jar-with-dependencies.jar to the newly created AMAChatbot folder on the customer s web server. The folder is located at Amazon S3webapps-avayadev-eu-central-1/common/AMAChatbot 75 Administering Avaya Ava for Tenant user

76 Avaya Breeze configuration The AMAChatbot is using the existing Chatbot / Botconnector snap-in which is installed on the UAC cluster. The configuration of Chatbot / Botconnector snap-in attributes are later updated with new settings as explained in the next sections. With these new settings the Chatbot / Botconnector snap-in can setup the communication towards the AWS SQS service for Avaya Ava. AmaToContextStore installation The AmaToContextStore is a new snap-in and must be installed on the same cluster that is hosting the Chatbot / Botconnector snap-in which is the UAC Cluster. 1. Load AmaToContextStore to SMGR. Figure 26: Loading AmaToContextStore to SMGR 2. Deploy the AmaToContextStore snap-in in the same Cluster as the Chabot snap-in. 3. Check the status of the installation Figure 27: Confirmation box Figure 28: Service status Administering Avaya Ava for Tenant user 76

77 AmaToContextStore snap-in configuration 1. Navigate to Avaya Breeze > Configuration > Attributes. 2. Select Service Clusters. 3. In the Cluster drop-down list, select UAC. 4. In the service drop-down list, select AmaToContextStore. 5. Change the settings for the following attributes with the details provided to you: c. AWS Access Key d. AWS Region e. AWS Secret Key f. AWS Tenant g. CS Host - FQDN of the Context Store cluster 6. Click Commit. Figure 29: Service Cluster Chatbot / Botconnector configuration Note: You must not remove the existing configuration as the plug-in ama-chatbot-adaptor.jar will override these values. 1. Navigate to Avaya Breeze > Configuration > Attributes. 77 Administering Avaya Ava for Tenant user

78 2. Select Service Clusters. 3. In the Cluster drop-down list, select UAC. 4. In the service drop-down list, select chatbot. 16. In the Plug-in Location(s) field, type the URL of the webserver where the ama-chatbotadaptor jar-with-dependencies.jar is located as shown in the following URL: sdk32_secured_interface-snapshot-jar-with-dependencies.jar Figure 30: Chatbot Service Cluster 17. In the Conversation handler class name field, type com.avaya.ept.ama.chatbot.amachathandler 18. In the Conversation handler initialization data field, type the information required for the Chatbot to establish the communication to the AWS SQS for this specific tenant as shown in the following text format: awskey=<aws Key provided by EP&T>,awsSecret=<AWS Secret Key provided by EP&T>, awsregion=<aws Region provided by EP&T>,contextStoreAddress=<FQDN of ContextStore Cluster>,tenant=<tenant provided by EP&T>,account=<account is provided by EP&T>,zone=<zone is provided by EP&T> 19. Restart Chatbot / Botconnector snap-in. Certificate Install the Amazon trust certificate on the breeze nodes where the snap-in is installed. The certificate can be downloaded using the following link: Administering Avaya Ava for Tenant user 78

79 Sample Certificate Errors :01:52,472 [AmaQuartzScheduler_Worker-1] AmaToContextStore ERROR - AmaToContextStore Error occurred while getting the messages from AWS after retrieving SQS URL com.amazonaws.amazonclientexception: Unable to execute HTTP request: com.ibm.jsse2.util.h: PKIX path building failed: java.security.cert.certpathbuilderexception: PKIXCertPathBuilderImpl could not build a valid CertPath.; internal cause is: java.security.cert.certpathvalidatorexception: The certificate issued by OU=Starfield Class 2 Certification Authority, O="Starfield Technologies, Inc.", C=US is not trusted; internal cause is: java.security.cert.certpathvalidatorexception: Certificate chaining error Security group changes As the chatbot snap-in must load the ama-chatbot-adaptor jar-with-dependencies.jar from the web server, the security group of the webserver must be updated so that the UAC servers have access to the web server using HTTPS over port 443. The Security Group 102 for the customer web server must be updated as shown in the following screenshot: Figure 31: Security Group Changes 79 Administering Avaya Ava for Tenant user

80 Note: The System Manager CA root certificate is already installed on both UAC servers so it is not needed to introduce a new certificate. Updating the OceanaChatAssistedService Workflow The timer settings on the Request Auto Chat task in the OceanaChatAssistedService workflow must be updated. If OceanaChatAssistedService workflow is not updated, the conversation with Avaya Ava will either timeout (default is 30 seconds) or you exceed the number of maximum interactions allowed. The chat conversation in this case is automatically transferred to an agent. 1. Launch the Engagement Designer Console. 2. Open the ED flow that is being used to handle the existing requests. 1. Open Workflow. 2. Choose Oceana_3.3 directory. 3. Select the 'OceanaChatAssistedService_3_3' workflow. 4. Double-click Request Auto Chat and change the Max Interactions and Max. Chat Time value to a desired number. 5. Save and redeploy the flow (It will be deployed with an incremented version) and wait for the confirmation message. 6. Launch the Engagement Designer Admin console. 7. Navigate to the Workflows tab and verify that both the previous and newly deployed flow is present. 8. Un-deploy the previous workflow. Administering Avaya Ava for Tenant user 80

81 Figure 32: Chat Workflow Oceana Note: In case you use the transfer workflow with Chatbot, you will need to update the same attributes as described above for the normal chat workflow. AWS User The AWS Access Key and the AWS Security Key is provided by the Avaya Ava team for Ava integration with Avaya Oceana TM. The Avaya Ava team currently does not allow a customer to provide their personal AWS account number and create their own AWS user for AWS Access Key and AWS Security key credentials. 81 Administering Avaya Ava for Tenant user