Using Avaya Control Manager. Conversation Sphere

Transcription

1 Using Avaya Control Manager Conversation Sphere Release 7.1 Issue 1.1 February 2016

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. Warranty Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: ailid=c under the link Warranty & Product Lifecycle or such successor site as designated by Avaya. Please note that if You acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to You by said Avaya Channel Partner and not by Avaya. Hosted Service Hosted Service means a hosted service subscription that You acquire from either Avaya or an authorized Avaya Channel Partner (as applicable) and which is described further in Hosted SAS or other service description documentation regarding the applicable hosted service. If You purchase a Hosted Service subscription, the foregoing limited warranty may not apply but You may be entitled to support services in connection with the Hosted Service as described further in your service description documents for the applicable Hosted Service. Contact Avaya or Avaya Channel Partner (as applicable) for more information. Hosted Service 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. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, UNDER THE LINK AVAYA SOFTWARE LICENSE TERMS (Avaya Products) OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants You a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to You. Software means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, preinstalled on hardware products, and any upgrades, updates, patches, bug fixes, or modified versions thereto.

3 Designated Processor means a single stand-alone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. Instance means a single copy of the Software executing at a particular time: (i) on one physical machine; or (ii) on one deployed software virtual machine ( VM ) or similar deployment. License types Named User License (NU). You may: (i) install and use each copy or Instance of the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use each copy or Instance of the Software on a Server so long as only authorized Named Users access and use the Software. Named User, means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya s sole discretion, a Named User may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Heritage Nortel Software Heritage Nortel Software means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December The Heritage Nortel Software is the software contained within the list of Heritage Nortel Products located at under the link Heritage Nortel Products, or such successor site as designated by Avaya. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All content on this site, the documentation, Hosted Service, and the product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Virtualization The following applies if the product is deployed on a virtual machine. Each product has its own ordering code and license types. Note that each Instance of a product must be separately licensed and ordered. For example, if the end user customer or Avaya Channel Partner would like to install two Instances of the same type of products, then two products of that type must be ordered. Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software or Hosted Service may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). As required, information regarding distributed Linux OS source code (for those products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the products, Documentation or on Avaya s website at: or such successor site as designated by Avaya. The open source software license terms provided as Third Party Terms are consistent with the license rights granted in these Software License Terms, and may contain additional rights benefiting You, such as modification and distribution of the open source software. The Third Party Terms shall take precedence over these Software License Terms, solely with respect to the applicable Third Party Components, to the extent that these Software License Terms impose greater restrictions on You than the applicable Third Party Terms. The following applies if the H.264 (AVC) codec is distributed with the product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ("AVC VIDEO") AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Service Provider THE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS OR SERVICES. THE PRODUCT OR HOSTED SERVICE MAY USE THIRD PARTY COMPONENTS SUBJECT TO THIRD PARTY TERMS AND REQUIRE A SERVICE PROVIDER TO BE INDEPENDENTLY LICENSED DIRECTLY FROM THE THIRD PARTY SUPPLIER. AN AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS MUST BE AUTHORIZED IN WRITING BY AVAYA AND IF THOSE HOSTED PRODUCTS USE OR EMBED CERTAIN THIRD PARTY SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT SOFTWARE OR CODECS, THE AVAYA CHANNEL PARTNER IS REQUIRED TO INDEPENDENTLY OBTAIN ANY APPLICABLE LICENSE AGREEMENTS, AT THE AVAYA CHANNEL PARTNER S EXPENSE, DIRECTLY FROM THE APPLICABLE THIRD PARTY SUPPLIER. WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED THE G.729 CODEC, H.264 CODEC, OR H.265 CODEC, THE AVAYA CHANNEL PARTNER ACKNOWLEDGES AND AGREES THE AVAYA CHANNEL PARTNER IS RESPONSIBLE FOR ANY AND ALL RELATED FEES AND/OR ROYALTIES. THE G.729 CODEC IS LICENSED BY SIPRO LAB TELECOM INC. SEE THE H.264 (AVC) CODEC IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ("AVC VIDEO") AND/OR (II) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Compliance with Laws

4 Customer acknowledges and agrees that it is responsible for complying with any applicable laws and regulations, including, but not limited to laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the country or territory where the Avaya product is used. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: or such successor site as designated by Avaya. Security Vulnerabilities Information about Avaya s security support policies can be found in the Security Policies and Support section of Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow ( Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation, Hosted Service(s), and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: for product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support.

5 Contents Chapter 1: Introduction... 7 Purpose... 7 Intended audience... 7 Related resources... 7 Documentation... 7 Training... 8 Avaya Mentor videos... 9 Support... 9 Chapter 2: Overview Key features Conversation Sphere overview Accessing Conversation Sphere Chapter 3: User interface of Conversation Sphere Conversation Sphere Toolbar Avaya Aura Communication Manager Vector Step groups Vector Step Types Proactive Outreach Manager Step groups Experience Manager Step groups Chapter 4: Using Conversation Sphere for Avaya Aura Communication Manager Vectors Creating a new vector Managing the Conversation Sphere permissions Saving a Vector Importing existing vectors Example of imported vector from Avaya Aura Communication Manager Exporting Vectors to Microsoft Visio Chapter 5: Avaya Aura Communication Manager Vector Steps functionality Start Vector group Configuring the Input and Output group Configuring the End group Configuring the Goto Step group Configuring the Goto Vector group Configuring the Queue group Configuring the Routing group Chapter 6: Using Conversation Sphere for POM Strategy Creating a new contact strategy Using Avaya Control Manager Conversation Sphere 5

6 Chapter 7: Configuring the POM Strategy steps functionality Configuring Contact Strategy Configuring Notification Text Configuring Handler Configuring Restrictions Configuring Restrict Configuring Override Configuring Exception Configuring URL Configuring TextItem Configuring Call Configuring SMS Configuring Configuring Custom Configuring Address Configuring Ani Configuring Result Processor Configuring Result Configuring Application Configuring Condition Configuring Attachment Configuring Custom Application Configuring Retry Configuring Avaya Notify Configuring Avaya Agent Chapter 8: Experience Portal Steps Functionality Starting IVR Dynamic Menu (first one assigned to Start IVR) Dynamic Menu Dynamic Transfer Dynamic Prompt Chapter 9: Avaya Aura Communication Manager Vector Validation Single Vector Validation Performing Online Validation Performing Offline Validation Performing Bulk Validation Viewing Validation Results Enabling Visio Export Prerequisites Enabling Visio Export Visio Enabling Visio Export Visio 2010/ Index Using Avaya Control Manager Conversation Sphere 6

7 Chapter 1: Introduction Purpose This document describes how to use Avaya Control Manager Conversation Sphere. This document also describes the features and capabilities of Avaya Control Manager Conversation Sphere. Intended audience This document is intended for people who use Avaya Control Manager Conversation Sphere. Related resources Documentation The following table lists the related documents for Avaya Control Manager. Download the documents from the Avaya Support website at Title Installation and Configuration Installing Avaya Control Manager Configuring Avaya Control Manager Avaya Control Manager Quick Installation and Configuration Administration Administering Proactive Outreach Manager through Avaya Control Manager Description This document describes how to install Avaya Control Manager. This document also provides information about the software and hardware requirements and installation checklist. This document describes how to configure Avaya Control Manager. This document also provides information about enabling the connectors and configuring the components of Avaya Control Manager. This document describes how to install Avaya Control Manager using Express mode. This document also provides information about how to configure Avaya Aura Communication Manager and Avaya Call Management System with Avaya Control Manager. This document describes how to administer the functioning of Proactive Outreach Manager through Avaya Control Manager. Using Avaya Control Manager Conversation Sphere 7

8 Title Avaya Control Manager Port Matrix Administering Avaya Control Manager for Avaya one-x Agent Central Management Events and Alarms Avaya Control Manager Support for SNMP Messages Using Using Avaya Control Manager Using Avaya Control Manager Central License and Traffic Tracker Using Avaya Control Manager API Using Avaya Control Manager with Avaya Voice Portal/Experience Portal sample application Deployment Deploying Avaya Control Manager in an Avaya Customer Experience Virtualized Environment Upgrading Upgrading Avaya Control Manager Description This document describes the port usage for Avaya Control Manager. This document describes how to administer the functioning of Avaya Control Manager for Avaya one-x Agent Central Management. This document describes the SNMP notifications for Avaya Control Manager. This document also provides information about the specific events that occur in the environment. This document describes how to use Avaya Control Manager. This document also describes the features and capabilities of Avaya Control Manager. This document describes how to use Avaya Control Manager Central License and Traffic Tracker. This document also describes the features and capabilities of Avaya Control Manager Central License and Traffic Tracker. This document provides an overview of Avaya Control Manager API. This document also describes how to use Avaya Control Manager API for integrating the Avaya Control Manager provisioning server. This document describes how to use Avaya Control Manager with Avaya Voice Portal or Experience Portal. This document describes how to deploy Avaya Control Manager OVA on a virtualized environment. This document describes how to upgrade Avaya Control Manager from the earlier releases to the current release. The document includes upgrade checklist, upgrade procedures, and verification procedures for each supported upgrade path. Training Using Avaya Control Manager Conversation Sphere 8

9 The following courses are available on the Avaya Learning website at After logging into the website, enter the course code or the course title in the Search field and click Go to search for the course. Course code Virtual Trainings 8C00010E 8C00110E Traditional Trainings 4C00070V 4C00071V Online Test Course title Knowledge Access: ASPS - Avaya Control Manager Knowledge Access: Avaya Control Manager for Administrators Avaya Control Manager Implementation and Maintenance Avaya Control Manager for Administrators 5300 Avaya Control Manager Implementation and Maintenance Online Test Avaya Mentor videos Avaya Mentor videos are available to provide technical content on how to install, configure, and troubleshoot Avaya products. Videos are available on the Avaya support site, listed under the video document type, and on the Avaya-run channel on YouTube. To find videos on the Avaya support site, select the product name, and check the videos checkbox to see a list of available videos. Note: Videos are not available for all products. To find the Avaya Mentor videos on YouTube, go to and perform one of the following actions: Enter a key word or key words in the Search Channel to search for a specific product or topic. Scroll down Playlists, and click the name of a topic to see the available list of videos posted on the site. Support Visit the Avaya Support website at for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. Using Avaya Control Manager Conversation Sphere 9

10 Chapter 2: Overview The Avaya Control Manager system is a centralized operational administration solution that provides a comprehensive solution to administrators to support day-to-day operations. Avaya Control Manager complements the entire Avaya Contact Center suite by combining and integrating key management and administration tasks of a wide range of contact center entities. Using the Avaya Control Manager system, administrators can unify, streamline, and centralize the management of Avaya Aura Contact Center operations. In addition, the administrator can track events and take necessary action to meet customer needs. The Avaya Control Manager system is for Avaya customers using different Avaya Contact Center Business Unit (CCBU) products and solutions. The Avaya Control Manager system integrates with a Unified Communication infrastructure based on Avaya Aura Communication Manager and Avaya Aura Session Manager. Avaya Control Manager integrates with and supports operational administration of Avaya Contact Center suite, including the following: Avaya Modular Messaging Avaya Call Management System Avaya IQ Avaya Aura Call Center Elite Multichannel Avaya Interaction Center Avaya Voice Portal Avaya Aura Experience Portal Avaya Proactive Contact Avaya Proactive Outreach Manager Avaya Aura System Manager Avaya Aura Messaging Avaya Aura Session Manager Avaya Aura Application Enablement Services Avaya one-x Agent Avaya Aura Workforce Management Avaya Aura Contact Center with Elite customers who use a blended environment (Voice on Elite with Multimedia on AACC) Non-Avaya third-party Workforce Optimization solution Key features Using Avaya Control Manager Conversation Sphere 10

11 Avaya Control Manager provides: Centralized management and administration of all contact center applications. Personalized thin client application interface. Real-time monitoring and historical analysis of agents, skills, Vector Directory Numbers (VDNs), campaigns, and other business data. Visual call flow designing and vector management. Role-based permissions and multi tenancy support. Full Microsoft Active Directory integration with single sign-on (SSO) functionality. Conversation Sphere overview Conversation Sphere is a web-based graphical tool with the Avaya Control Manager security engine. In Conversation Sphere, you can design Avaya Aura Communication Manager Vectors, Experience Portal flows, and Proactive Outreach Manager strategies. With Conversation Sphere, you can Design any vector through the Avaya Site Administration (ASA) tool with an easy- to-use drag-and-drop interface. Design Proactive Outreach Manager strategy through the Avaya Proactive Outreach Manager (POM) tool with an easy-to-use drag-and-drop interface. Using Avaya Control Manager Conversation Sphere 11

12 Design the Avaya Control Manager Experience Portal flows with the Avaya Control Manager AAEP/AVP connectors. Accessing Conversation Sphere You can access Conversation Sphere from the Avaya Control Manager administrative screen ( or through a Uniform Resource Locator (URL) with the Conversation Sphere user name and password for the Avaya Control Manager administration. Note: After you log in, if the entire UI screen does not appear in Microsoft Internet Explorer, press the F11 button. You might not see some tabs and options because of lesser screen resolution. Ensure the screen resolution is set to 1280x1024 pixels. Using Avaya Control Manager Conversation Sphere 12

13 Chapter 3: User interface of Conversation Sphere Conversation Sphere Avaya Control Manager Conversation Sphere works on the concept of conversations. A Conversation is an entity that includes multiple Avaya Aura Communication Manager vectors, Avaya POM strategies, and Experience Manager flows. The difference between a conversation and a standalone vector is that Avaya Control Manager manages conversation and provides a logical connection between multiple vectors, POM Strategies, and AAEP flows. The example of a conversation is as follows: Conversation includes an Experience Portal call flow and two Avaya Aura Communication Manager vectors. The system stores the conversation in Avaya Control Manager. However, in the Avaya environment, the system stores: The Avaya Aura Communication Manager Vectors in the Avaya Aura Communication Manager The AAEP flow in the Avaya Control Manager AAEP/AVP Connector database, affecting the AAEP/AVP application server. Using Avaya Control Manager Conversation Sphere 13

14 Toolbar The following table describes the functional buttons that appear on the toolbar and the action buttons: Section Button Name File New Conversation Open existing Conversation Delete Conversation Save Conversation Save as Delayed Save Print Preview Conversation Print Import/Export Import Conversation Export Conversation Import IVR Export to Visio Import POM Validate Vector Import Vector Using Avaya Control Manager Conversation Sphere 14

15 Section Button Name Clipboard Cut Copy Paste Delete Undo Redo Zoom Font Font size Font color Bold Italic Underline Align Illustration Line Width Round Insert Image Line type Avaya Vector Management AAEP/AVP Management POM Strategy Management Experience Manager Using Avaya Control Manager Conversation Sphere 15

16 Avaya Aura Communication Manager Vector Step groups Conversation Sphere offers various vector steps. These vector steps are classified as groups based on their characteristics. The vector groups are available on the left side of the screen: The following are the vector groups available: Group name Start Vector Input/output End Go to step Go to Vector Queue Routing Description of command line activity The starting step of the vector. Announcement. The End group includes all the steps that close a routing rule, namely, stop. The Go to Step group includes the steps that require a decision in a vector. This group creates a decision point. The Go to Vector group includes the steps that require a decision in a vector. This group creates a decision point. The Queue group includes all the steps that queue the calls in a vector. The Routing group includes the steps that perform the route-to and messaging commands. Using Avaya Control Manager Conversation Sphere 16

17 Vector Step Types The following are the step types available: Group Step type Icon Avaya Aura Communication Manager Vector step Start Vector Start Vector The starting step of the vector. Input/Output Announcement Time Announcement Silence Announcement XXXXXX. Wait X seconds before hearing XXXXX (announcement number) then. Wait X seconds before hearing silence. Ringback Music Wait X seconds before hearing ringback. Wait X seconds before hearing music. Reply Consider Collect Converse Reply best (disabled in version 2.1 of Avaya Control Manager). Consider skill/location pri X adjust by Y. Collect X digits after announcement XXXXXX for (variable). Converse on skill pri _ passing (parameter) and (parameter). Set Set (variable) = (variable/operator) ADD (variable/operator). End Stop Stop Busy Disconnect Return Busy Disconnect after announcement (number/none). Return Go to step Caller Info Go to step X if ani/digits/iidigits (=,<,> ) (number or variable). Time of Day Go to step X if time of the day is X to Y. Holiday Go to step X if holiday in table (number of holiday table). Using Avaya Control Manager Conversation Sphere 17

18 Group Step type Icon Avaya Aura Communication Manager Vector step Server Variable Media Gateway / Port- Network Go to step X if server (=,<>) - (main/ess/lsp). Go to step X if (variable) (=,<>,< ) (variable/number) Or Go to step X if (variable) (in/not in) (table number). Go to step X if server (=,<>) (Main/ESS/LSP) Agent Activity Go to step X if ( available agents / staffed agents) (=,<>,< ) (variable/number). Center Info Go to step X if ( count calls / expected wait / rolling asa) (to/in) (=,<>,< ) (variable/number). Queue Activity Unconditional Go-To Go to step X if ( rolling-asa/calls queued/ interflow qpos / oldest call waiting / wait improved) (=,<>,< ) (variable/number). Go to step X unconditionally. Queue Agent Activity Check skill X if ( available agents / staffed agents) (=,<>,< ) (variable/number). Unconditionally Queue the call to a skill unconditionally. Go to Vector Queue Activity Step Check X if ( rolling-asa/calls queued/ interflow qpos / oldest call waiting / wait improved) (=,<>,< ) (variable/number) Center Info Check skill X if ( count calls / expected wait / rolling asa) (to/in) (=,<>,< ) (variable/number). Caller Info Go to Vector X if ani/digits/iidigits (=,<,> ) (number or variable). Time of Day Go to Vector X if time of the day is X to Y. Holiday Server Go to Vector X if holiday in table (number of holiday table) Go to Vector X if server (=,<>) - (main/ess/lsp) Using Avaya Control Manager Conversation Sphere 18

19 Group Step type Icon Avaya Aura Communication Manager Vector step Variable Media Gateway / Port- Network Go to Vector X if (variable) (=,<>,< ) (variable/number) Or Go to Vector X if (variable) (in/not in) (table number) Go to Vector X if server (=,<>) (Main/ESS/LSP) Agent Activity Go to Vector X if ( available agents / staffed agents) (=,<>,< ) (variable/number) Center Info Go to Vector X if ( count calls / expected wait / rolling asa) (to/in) (=,<>,< ) (variable/number) Queue Activity Unconditional Go-To Go to Vector X if ( rolling-asa/calls queued/ interflow qpos / oldest call waiting / wait improved) (=,<>,< ) (variable/number) Go to Vector X unconditionally. Proactive Outreach Manager Step groups Conversation Sphere offers different POM Strategy steps. The system categorizes these strategy steps as groups based on the characteristics. The groups are available on the left side of the screen: Using Avaya Control Manager Conversation Sphere 19

20 The available groups are as follows: Group Name Contact Strategy Handler Call SMS POM Strategy Elements Contact Strategy Notification Text Handler Restrictions Restrict Override Exception URL TextItem Call SMS Custom Call Restrictions Address ANI ResultProcess Result Application Condition URL SMS Restrictions Address ANI ResultProcess Result Application Condition URL Using Avaya Control Manager Conversation Sphere 20

21 Group Name Mail Custom Application POM Strategy Elements SMS Restrictions Address ANI ResultProcess Result Application Condition URL Attachment Custom Custom Application Restrictions Address ResultProcess Application Condition URL Application Retry AvayaNotify Avaya Agent Custom Condition URL For more information about the POM Strategies and the functionality related to each item, see Avaya Proactive Outreach Manager documentation from Experience Manager Step groups Conversation Sphere offers different Experience Manager Call flow steps. The system classifies these steps as groups based on the characteristics. The groups are available on the left side of the screen: Using Avaya Control Manager Conversation Sphere 21

22 The available groups are as follows: Group Name Experience Portal AAEP Elements Start IVR Dynamic Menu Dynamic Prompt Dynamic Transfer Self Service Reuse Dynamic Menu Reuse Dynamic Transfer Reuse Dynamic Prompt The Experience Manager functionality within Conversation Sphere is a part of the Avaya Control Manager Experience Portal/Voice Portal Connector. You can visualize the AAEP/AVP Connector configuration in Avaya Control Manager. This functionality is also available in the IVR Portal that is accessible from the IVR tab of the main Avaya Control Manager screen. For more information, see Avaya Control Manager AAEP/AVP Connector documentation from Using Avaya Control Manager Conversation Sphere 22

23 Chapter 4: Using Conversation Sphere for Avaya Aura Communication Manager Vectors Creating a new vector Procedure 1. On the Avaya Control Manager Portals page, click Conversation Sphere. The system displays the Conversation Sphere application with options to start the conversation. 2. Select New Conversation and click Next. The system displays the following dialog box: 3. Click the Location field and select a location. 4. In the Name field, enter the conversation name. Using Avaya Control Manager Conversation Sphere 23

24 5. Click Save. The system displays the following page: 6. In the Avaya section, click Visual Vectoring. 7. From the Start Vector section at the left navigation pane, draft the Start Vector step icon to the right pane. 8. From other sections in the left navigation pane, drag the required icons to the right pane. 9. To edit the vector step, right-click the vector step and edit the vector step properties. Managing the Conversation Sphere permissions You can manage the Conversation Sphere permissions from the Avaya Control Manager Admin GUI. Procedure 1. Log on to the Avaya Control Manager Web interface as administrator. 2. On the Avaya Control Manager Portals page, click Roles Management Portal > Conversation Sphere. 3. Click the Visual Vector tab. The system displays the Visual Vector list with different roles. Each role includes different types of permissions. You can control each vector step by inserting, updating, or deleting permissions. For more information, see Using Avaya Control Manager. Saving a Vector Procedure 1. On the Avaya Control Manager Portals page, click Conversation Sphere. The system displays the Conversation Sphere application with options to start the conversation. Using Avaya Control Manager Conversation Sphere 24

25 2. Select New Conversation, and click Next. The system displays the following window: 3. Perform the following steps: a. Click the Location field and select a location. b. In the Name field, enter the conversation name. c. Click Save. 4. Drag and drop the vector step icon from the left pane in to the right side of the webpage. 5. In the File section, click Save Conversation after adding all required vector step icons. Using Avaya Control Manager Conversation Sphere 25

26 6. To save to the Avaya Environment for execution, select the Save to AVAYA option. Note: If you select the Save to Avaya option, the system provisions your conversation into the Avaya systems. Otherwise, the system saves the incomplete or inconsistent vectors/conversation to the Avaya Control Manager database. Importing existing vectors Avaya Control Manager supports vector import. The system does not import the existing Avaya Aura Communication Manager vectors to the Avaya Control Manager Conversation Sphere. Use the following steps to import a vector: Procedure 1. Start the Conversation Sphere application. 2. Click the Import Vector button. The system displays the following: 3. Perform the following steps: a. Click the Vector Location field and select a location. b. In the Vector Name field, enter the vector name to import. c. Click OK. The system starts importing the vector. This process can take up to two minutes depending on the structure of the vector and the size of the vector. Example of imported vector from Avaya Aura Communication Manager An example of an imported vector from Avaya Aura Communication Manager to Conversation Sphere is as follows:. Using Avaya Control Manager Conversation Sphere 26

27 Note: Before using the vector in a production environment, test the vector importing and saving process for vectors that have more than 30 steps for call processing. Use the following steps to test the vector importing and saving process: Procedure 1. Import a vector. 2. Click Save as and save the cloned vector to a new vector that is not used by the system. 3. Save the cloned vector to Avaya Aura Communication Manager. 4. Compare the call flow logic of the original vector and the new cloned vector. The visual structure of the original vector and the new vector might be different, but validate that the call flow logic remains the same. Exporting Vectors to Microsoft Visio You can export vector to Microsoft Visio documents. Before you begin Ensure that the Avaya Control Manager system has Microsoft Visio. Procedure 1. Open the Vector in the Conversation Sphere application. 2. Click the Export to Visio button. The system creates a Visio document and displays the following dialog box: Using Avaya Control Manager Conversation Sphere 27

28 Note: If you are using a pop-up blocker, disable the pop-up blocker. 3. Save the Visio file to the local directory or open the file. Using Avaya Control Manager Conversation Sphere 28

29 Chapter 5: Avaya Aura Communication Manager Vector Steps functionality Start Vector group The Start Vector group includes a single step, Start Vector. This step is a mandatory step that starts before every vector. Step type Icon Avaya Aura Communication Manager Vector step Start Vector Does not exist. This is a mandatory step before every vector. Configuring the Input and Output group The announcement type provides an option to configure the command line for announcement. With this option, a caller can listen to a recorded announcement. The following table lists the input and output group that you can configure: Step type Icon Avaya Aura Communication Manager Vector step Time Announcement Silence Ringback Music Wait X seconds before hearing XXXXX (announcement number) then. Wait X seconds before hearing silence. Wait X seconds before hearing ringback. Wait X seconds before hearing music. Reply Reply best (disabled in version 2.1 of Avaya Control Manager). Consider Consider skill/location pri X adjust by Y. Collect Converse Set Collect X digits after announcement XXXXXX for (variable). Converse on skill pri _ passing (parameter) and (parameter). Set (variable) = (variable/operator) ADD (variable/operator). Use the following steps to configure the Input and Output group announcement. Using Avaya Control Manager Conversation Sphere 29

30 Procedure 1. On the Conversation Sphere home page, click Announcement in the Input/output section. The system displays the following window: 2. In the Properties window, perform the following steps: a. In the Step Name field, enter the name of the step. b. In the Extension field, enter a valid announcement extension that is within the Avaya Aura Communication Manager Dial plan. The announcements extensions can be 3 to 7 digits long. The system enforces the 7- digit extension code if vectoring is active. When callers reach this step, the callers listen to the full announcement. After the announcement finishes, the user moves to the next vector step. c. In the Comment field, enter comments. 3. Click OK. For example, you can mention the length of the announcement. The system displays the Timed Announcement window with an option to configure the timed announcement: Using Avaya Control Manager Conversation Sphere 30

31 4. In the Properties window, perform the following steps: a. In the Step Name field, enter the name of the step. b. Click the Measure field and select secs as the unit of time. c. In the Time field, enter the length of the announcement in seconds. d. For example, enter 60 if you want the announcement to stop after one minute. e. In the Extension field, enter a valid announcement extension. f. Click the Treatment field and select Continue. 5. Click OK. When the caller reaches this step, the system plays the announcement which ends after the defined time (the announcement can stop even in the middle) and then the system performs the further defined action on the call. When you select this option, the system takes the caller to Step 9. The system displays the following dialog box with an option to configure the timed announcement for silence: Using Avaya Control Manager Conversation Sphere 31

32 6. In the Properties window section, perform the following steps: a. In the Step Name field, enter the name of the step. b. Click the Measure field and select secs as the unit of time. c. In the Time field, enter the length of the announcement in seconds. 7. Click OK. For example, enter 60 if you want the announcement to be silent after one minute. The caller listens to the silence tone for the duration as defined in the Time field. The system displays the following window with an option to configure the timed announcement for call back: 8. In the Properties window section, perform the following steps: a. In the Step Name field, enter the name of the step. b. In the Measure field, select secs as the unit of time. c. In the Time field, type the length of the ring back in seconds. For example, enter 60 if you want the system to call back the caller in one minute. 9. Click OK. The system displays the Music Step window with an option to configure the timed announcement for music. Using Avaya Control Manager Conversation Sphere 32

33 10. In the Properties window section, perform the following steps: a. In the Step Name field, enter the name of the step. b. Click the Measure field and select secs as the unit of time. c. In the Time field, type the length of the announcement in seconds. For example, type 60 if you want the system to play music for one minute. 11. Click OK. The system displays the following window with an option to configure the Reply option: 12. In the Properties window section, perform the following steps: a. In the Step Name field, enter the name of the step. b. In the Comment field, enter the comments for the reply. 13. Click OK. The system displays the following window with an option to configure the Consider option: Using Avaya Control Manager Conversation Sphere 33

34 The Consider command defines the resource such as, skill or location that is checked as part of a Best Service Routing (BSR) considers series and obtains the data that BSR uses to compare resources. After the consider series is executed, a queue-to best or check-best command can queue the call to the best resource that has been identified. For more information, see Programming Call Vectoring Features in Avaya Aura Call Center Elite guide from Perform the following steps: From the Measure dropdown list, if you choose: Skill Location Then: In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or direct Skill ID. If you select for Skill ID in the Skill drop-down list, click the skill ID as defined in Avaya Control Manager from the Skill Id drop-down list. In the Priority drop-down list, click the skill priority. In the Location drop-down list, click the location number. In the Adjustment field, type the skills that must answer certain types of incoming ACD calls. In Call Center Elite which includes both Single-Site Best Service Routing (BSR) and Multi-Site Best Service Routing BSR, you can program these preferences into your vectors by using the adjust-by portion of the consider command. For more information, see Programming Call Vectoring Features in Avaya Aura Call Center Elite guide. 15. Click OK. Using Avaya Control Manager Conversation Sphere 34

35 The system displays the Collect Step window with a configuration option to allow the user to enter up to 16 digits from a touch-tone phone. Also, the system allows vector to retrieve the Caller INformation FOrwarding (CINFO) digits from the AT&T network: 16. In the Properties window section, perform the following steps: a. In the Step Name field, enter the name of the step. b. Click the Source field and select appropriate source that is Digits, CED, or CDPD. Note: CED is the acronym for Call Entered Digits and CDPD is the acronym for Customer Date Provided Digits. c. In the Number Of Digits field, enter the quantity of digits the system stores. d. In the Announcement field, enter a valid message extension from the Avaya Aura Communication Manager dial plan. e. The system plays this announcement before the digits collection. f. In the For field, specify where you want the system to store the collected digits, that is, none or variable type. g. In the Comment field, enter the comments. 17. Click OK. The system displays the Converse Step window with an option to configure the Voice Response Integration (VRI) integration of Call Vectoring with the capabilities of voice response units (VRUs), particularly the Avaya Interactive Response (IR) or a newer Avaya Aura Experience Portal system. For more information, see Programming Call Vectoring Features in Avaya Aura Call Center Elite guide. Using Avaya Control Manager Conversation Sphere 35

36 18. In the Properties window section, perform the following steps: a. In the Step Name field, enter the name of the step. b. Click the Skill drop-down list, click either First, Second, Third skill (VDN skills) or the direct Skill ID. c. If you select Id in the Skill id drop-down list, click the skill ID as defined in Avaya Control Manager from the Skill ID drop-down list. d. Click the Priority field and select the skill priority. e. Click the Passing field and select the data you must pass as part of the converse-on step in vectoring. There are several types of data that can be passed: 19. Click OK. VDN (Vector Directory Number) ANI (Automatic Number Identification) QPOS (Queue Position) WAIT If you select the data, enter the data required in the data field manually. If you select a variable, enter which variable to pass. The system displays the Set Step window with an option to configure the set vector command as follows: a. Perform numeric and digit string operations. b. Assign values to a user-assignable vector variable or to the digits buffer during vector processing. Using Avaya Control Manager Conversation Sphere 36

37 20. In the Properties window section, perform the following steps: a. In the Step Name field, enter the name of the step. b. In the Digits/variable field, enter the set as digit or variable. c. In the Operand 1 field, enter the set as digits, none, or variable. d. In the Operator drop-down list, click an operation. e. In the Operand 2 field, enter the set as digits, none, or variable. f. In the Comment field, enter the comments. 21. Click OK. The system displays the following window with an option to configure the Comment step: 22. In the Properties window section, perform the following steps: a. In the Step Name field, enter the name of the step. b. In the Comment field, enter the comment. c. Click OK. Configuring the End group The End group includes all steps that close a routing rule, namely, stop. The End group provides options to configure the command line for ending an announcement. With this option, a caller can listen to the ending announcement. Using Avaya Control Manager Conversation Sphere 37

38 The End groups that you can configure are as follows: Step type Icon Avaya Aura Communication Manager Vector step Stop Stop Busy Disconnect Return Busy Disconnect after announcement (number/none) Return Use the following steps to configure the End group announcement: 1. On the Conversation Sphere home page, click End. The system displays the Stop Step window to configure the stop command to halt the processing of any subsequent vector steps: 2. In the Comments field, enter comments. 3. Click OK. The system displays the Busy Step dialog box to configure the Busy command, give the caller a busy signal and end the vector processing: 4. In the Comments field, enter comments. 5. Click OK. The system displays the Disconnect Step window to configure the Disconnect command to end treatment of a call, and to remove the call from Avaya Aura Communication Manager. The system provides the optional assignment of an announcement that plays immediately before the disconnect command. Using Avaya Control Manager Conversation Sphere 38

39 6. Perform the followings steps: a. In the Announcement field, type the announcement. b. In the Comment field, enter comments. c. Click OK. The system displays the Return Step window to configure the Return command. 7. In the Comment field, enter comments. 8. Click OK. Configuring the Goto Step group The Go to Step group includes steps that require a decision in the vector. This group creates a decision point. The Go To groups that you can configure are as follows: Step type Icon Avaya Aura Communication Manager Vector step Using Avaya Control Manager Conversation Sphere 39

40 Step type Icon Avaya Aura Communication Manager Vector step Caller Info Go to step X if ani/digits/iidigits (=,<,> ) (number or variable) Time of Day Holiday Server Variable Media Gateway / Port- Network Agent Activity Go to step X if time of the day is X to Y Go to step X if holiday in table (number of holiday table) Go to step X if server (=,<>) - (main/ess/lsp) Go to step X if (variable) (=,<>,< ) (variable/number) Or Go to step X if (variable) (in/not in) (table number) Go to step X if server (=,<>) (Main/ESS/LSP) Go to step X if ( available agents / staffed agents) (=,<>,< ) (variable/number) Center Info Go to step X if ( count calls / expected wait / rolling asa) (to/in) (=,<>,< ) (variable/number) Queue Activity Unconditional Go-To Go to step X if ( rolling-asa/calls queued/ interflow qpos / oldest call waiting / wait improved) (=,<>,< ) (variable/number) Go to step X unconditionally Use the following steps to configure the Go To group announcement: Procedure 1. On the Conversation Sphere home page, click Goto Step. The system displays the Caller Info window to configure the Caller Info command. The Caller Info command allows the user to make a decision in the vector based on the caller info details. This Caller Info step generates a junction in the vector with an IF decision: Using Avaya Control Manager Conversation Sphere 40

41 2. In the Caller Info Step window, perform the following steps: a. In the Measure drop-down list, click either ANI, Digits, Information Indicator (II), or Digits. b. In the Comparator drop-down list, click an action. c. In the Threshold field, enter the threshold. d. In the Comment field, enter comments. 3. Click OK. The system displays the Time Of Day Step window to configure the time of the day command. The Time of Day step allows the user to make a decision in the vector based on the time-of-day. This step generates a junction in the vector with an IF decision: 4. In the Properties of Time of Day Step window, perform the following steps: a. In the Start Day drop-down list, click the day of the week or All. b. In the Start Time drop-down list, click the start time. c. In the Finish Day drop-down list, click the day of the week or All. d. In the Finish Time drop-down list, click the end time. e. In the Comment field, enter comments. 5. Click OK. Using Avaya Control Manager Conversation Sphere 41

42 The system displays the Time Of Day Step window to configure the time of the day command. The Time of Day step allows the user to make a decision in the vector based on the time-of-day. This step generates a junction in the vector with an IF decision: 6. In the Comment field, enter comments. 7. Click OK. The system displays the Holiday Step window to configure the Holiday command. You can make a decision in the vector based contents in the Holiday Table based within Avaya Aura Communication Manager. This step generates a junction in the vector with an IF decision: 8. In the Properties of Holiday Step window, perform the following steps: a. In the Comparator drop-down list, click either In or Not In. b. In the Table drop-down list, click the CM Holiday Table Number. c. In the Comment field, enter comments. 9. Click OK. The system displays the Server Step window to configure the Server command. You can make a decision in the vector based on the type of Avaya server that is handling the call. This step generates a junction in the vector with an IF decision. Using Avaya Control Manager Conversation Sphere 42

43 10. In the Properties of Server Step window, perform the following: a. In the Comparator drop-down list, click either = or <>. b. In the Value drop-down list, click Main / ESS (Enterprise Survivable Server) / LSP (Local Survivable Server) c. In the Comment field, enter comments. 11. Click OK. The system displays the Variable Step window to configure the variable command. You can make a decision in the vector based on the type of Avaya server that is handling the call. This step generates a junction in the vector with an IF decision: 12. In the Properties of Variable Step window, perform the following steps: a. In the Variable field, select a variable within the Call Center Elite software residing on Avaya Aura Communication Manager. b. In the Comparator drop-down list, click a comparator. c. In the Threshold field, enter either a variable or a number. Using Avaya Control Manager Conversation Sphere 43

44 d. (Optional) If you select either In or Not In in the Comparator field, the Table field becomes active. Select a valid CM table instead of a threshold. e. In the Comment field, enter comments. 13. Click OK. The system displays the Media-Gateway/Port-Network Step window. You can make a decision within the vector based on the media gateway or port network that handles the call. This step generates a junction in the vector with an IF decision. 14. In the Properties of Media Gateway Step window, perform the following steps: a. In the Measure drop-down list, click either a port-network or a media-gateway. b. In the Value field, enter the number of a port-network or media-gateway. c. In the Comparator drop-down list, click a valid comparator. d. In the Comment field, enter comments. 15. Click OK. The system displays the Agent Activity Step window. You can make a decision in the vector based on the agent staffing activity. This step generates a junction in the vector with an IF decision. Using Avaya Control Manager Conversation Sphere 44

45 16. In the Properties of Agent Activity Step window, perform the following steps: a. In the Measure drop-down list, click either available agents or staffed agents. b. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. c. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. d. In the Comparator drop-down list, click a valid comparator. e. In the Threshold field, type the threshold. f. In the Comment field, enter comments. 17. Click OK. The system displays the Center Info Step window. You can make a decision in the vector based on the call center statistics. This step generates a junction in the vector with an IF decision: Using Avaya Control Manager Conversation Sphere 45

46 18. In the Properties of Center Info Step window, perform the following steps: a. In the Measure drop-down list, click one of the options. Measure value Counted calls Expected Wait Time (EWT) Rolling-VDN Required field VDN Skill VDN b. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. c. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. d. In the VDN drop-down list, click one of the following option: VDN Active Latest For Current VDN Previous VDN e. In the Extension field, type an extension. f. In the Compare drop-down list, click a valid comparator. g. In the Threshold field, type the threshold. h. In the Comment field, enter comments. 19. Click OK. The system displays the Queue Activity Step window. You can make a decision in the vector based queue statistics. This step generates a junction in the vector with an IF decision: Using Avaya Control Manager Conversation Sphere 46

47 20. In the Properties of Queue Activity Step window, perform the following steps: a. In the Measure drop-down list, click either Rolling-asa, Calls queued, Interflow-qpos, oldest call waiting, or Wait improved. b. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. c. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. d. In the Comparator drop-down list, click a valid comparator. e. In the Threshold field, enter the threshold. f. In the Comments field, enter comments. 21. Click OK. The system displays the Goto Unconditional Step window. This step moves the call to another vector step unconditionally: 22. In the Step Id drop-down list, click the step to which you must go. 23. Click OK. The system displays the Service Hours Step window. This step moves the call to another vector step based on information within the selected Service Hours Table: Using Avaya Control Manager Conversation Sphere 47

48 . 24. In the Properties of Service Hours Step window, do the following: a. In the Comparator drop-down list, click a valid comparator. b. In the Table drop-down list, click the appropriate service hours table. c. In the Comment field, enter comments. 25. Click OK. Configuring the Goto Vector group The Go to Vector group includes steps that require a decision in the vector; therefore creating a decision point. The Goto Vector group invokes a subroutine call. After the subroutine has processed, the return command returns the vector processing to the step following the Goto Vector command. The following are the GoTo Vector group that you can configure: Step type Icon Avaya Aura Communication Manager Vector step Caller Info Go to Vector X if ani/digits/iidigits (=,<,> ) (number or variable). Time of Day Go to Vector X if time of the day is X to Y. Holiday Server Variable Media Gateway / Port- Network Go to Vector X if holiday in table (number of holiday table). Go to Vector X if server (=,<>) - (main/ess/lsp). Go to Vector X if (variable) (=,<>,< ) (variable/number). Or Go to Vector X if (variable) (in/not in) (table number). Go to Vector X if server (=,<>) (Main/ESS/LSP). Using Avaya Control Manager Conversation Sphere 48

49 Step type Icon Avaya Aura Communication Manager Vector step Agent Activity Go to Vector X if ( available agents / staffed agents) (=,<>,< ) (variable/number). Center Info Go to Vector X if ( count calls / expected wait / rolling asa) (to/in) (=,<>,< ) (variable/number). Queue Activity Unconditional Go-To Go to Vector X if ( rolling-asa/calls queued/ interflow qpos / oldest call waiting / wait improved) (=,<>,< ) (variable/number). Go to Vector X unconditionally. Use the following steps to configure the Goto Vector group announcement: 1. On the Conversation Sphere home page, click Goto Vector. The system displays the Caller Info Step to configure the Caller Info command. You can make a decision in the vector based on the caller info details. This Caller Info step generates a junction in the vector with an IF decision: 2. In the Properties of Caller Info Step window, perform the following steps: a. In the Measure drop-down list, click either ANI, Digits, Information Indicator (II), or Digits. b. In the Comparator drop-down list, click an action. c. In the Threshold field, enter the threshold. d. In the Vector ID field, enter the vector number to which the call will route. e. In the Comment field, enter comments. 3. Click OK. The system displays the Time Of Day Step window to configure the time of the day command. The Time of Day step allows the user to make a decision in the vector based on the time-of-day. This step generates a junction in the vector with an IF decision: Using Avaya Control Manager Conversation Sphere 49

50 4. In the Properties of Time of Day Step window, perform the following steps: a. In the Vector ID field, type the vector number to which the call will route. b. In the Start Day drop-down list, click the day of the week or All. c. In the Start Time drop-down list, set the start time. d. In the Finish Day drop-down list, click the day of the week or All. e. In the Finish Time drop-down list, set the end time. f. In the Comments field, enter comments. 5. Click OK. The system displays the Time Of Day Step window to configure the time of the day command. You can make a decision in the vector based on the time-of-day. This step generates a junction in the vector with an IF decision. 6. In the Comment field, enter comments. 7. Click OK. Using Avaya Control Manager Conversation Sphere 50

51 The system displays the Holiday Step window to configure the Holiday command. You can make a decision in the vector based content in the Holiday Table within the Avaya Aura Communication Manager. This step generates a junction in the vector with an IF decision: 8. In the Properties of Holiday Step window, perform the following steps: a. In the Vector ID field, enter the vector number to which the call will route. b. In the Comparator drop-down list, click either In or Not In. c. In the Table drop-down list, click the CM Holiday Table Number. d. In the Comment field, enter comments. 9. Click OK. The system displays the Server Step window to configure the Server command. You can make a decision in the vector based on the type of Avaya server that is handling the call. This step generates a junction in the vector with an IF decision: 10. In the Properties of Server Step window, perform the following steps: a. In the Vector ID field, type the vector number to which the call will route. b. In the Comparator drop-down list, click either = or <>. c. In the Value drop-down list, click Main / ESS / LSP (Local Survivable Server) d. In the Comments field, enter comments. Using Avaya Control Manager Conversation Sphere 51

52 11. Click OK. The system displays the Variable Step window to configure the variable command. You can make a decision in the vector based on the type of Avaya server that is handling the call. This step generates a junction in the vector with an IF decision: 12. In the Properties of Variable Step window, perform the following steps: a. In the Vector ID field, type the vector number to which the call will route. b. In the Variable field, select a variable within the Call Center Elite software residing on Avaya Aura Communication Manager. c. In the Comparator drop-down list, click a comparator. d. In the Threshold field, type either a variable or a number. e. (Optional) If you select either In or Not In in the Comparator field, the Table field becomes active. Select a valid CM table instead of a threshold. f. In the Comment field, enter comments. 13. Click OK. The system displays the Media-Gateway/Port-Network Step window. You can make decision within the vector based on the media gateway or port network that handles the call. This step generates a junction in the vector with an IF decision: Using Avaya Control Manager Conversation Sphere 52

53 14. In the Properties of Media Gateway Step window, perform the following steps: a. In the Vector ID field, type the vector number to which the call will route. b. In the Measure drop-down list, click either a port-network or a media-gateway. c. In the Value field, enter the number of a port-network or media-gateway. d. In the Comparator drop-down list, click a valid comparator. e. In the Comment field, enter comments. 15. Click OK. The system displays the Agent Activity Step window. You can make a decision in the vector based on the agent staffing activity. This step generates a junction in the vector with an IF decision: 16. In the Properties of Agent Activity Step window, perform the following steps: a. In the Vector ID field, type the vector number to which the call will route. b. In the Measure drop-down list, click either available agents or staffed agents. c. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. Using Avaya Control Manager Conversation Sphere 53

54 d. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. e. In the Comparator drop-down list, click a valid comparator. f. In the Threshold field, enter the threshold. g. In the Comment field, enter comments. 17. Click OK. The system displays the Center Info Step window. You can make a decision in the vector based on the call center statistics. This step generates a junction in the vector with an IF decision: 18. In the Properties of Center Info Step window, perform the following steps: a. In the Vector ID field, enter the vector number to which the call will route. b. In the Measure drop-down list, click one of the options; Measure value Counted calls Expected Wait Time (EWT) Rolling-VDN Required field VDN Skill VDN c. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. d. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. e. In the VDN drop-down list, click one of the following options: Using Avaya Control Manager Conversation Sphere 54

55 VDN Active Latest For Current VDN Previous VDN f. In the Extension field, enter an extension g. In the Compare drop-down list, click a valid comparator. h. In the Threshold field, enter the threshold. i. In the Comment field, enter comments. 19. Click OK. The system displays the Queue Activity Step window. You can make a decision in the vector based queue statistics. This step generates a junction in the vector with an IF decision: 20. In the Properties of Queue Activity Step window, perform the following steps: a. In the Vector ID field, enter the vector number to which the call will route. b. In the Measure drop-down list, click either Rolling-asa, Calls queued, Interflow-qpos, oldest call waiting, or Wait improved. c. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. d. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. e. In the Comparator drop-down list, click a valid comparator. f. In the Threshold field, enter the threshold. g. In the Comment field, enter comments. 21. Click OK. The system displays the Goto Unconditional Step window. This step moves the call to another vector step unconditionally: Using Avaya Control Manager Conversation Sphere 55

56 22. In the Properties of Go To Vector Step window, perform the following steps: a. In the Vector ID field, enter the vector number to which the call will route. b. In the Step Id drop-down list, click the step. 23. Click OK. The system displays the Service Hours Step window. This step moves the call to another vector step based on the information within the selected Service Hours Table:. 24. In the Properties of Service Hours Step window, do the following: a. In the Vector ID field, enter the vector number. b. In the Comparator drop-down list, click a valid comparator. c. In the Table drop-down list, click the appropriate service hours table d. In the Comment field, enter comments. 25. Click OK. Using Avaya Control Manager Conversation Sphere 56

57 Configuring the Queue group The Queue group includes the steps that queue the calls in the vector. You can configure the following Queue groups: Step type Icon Avaya Aura Communication Manager Vector step Agent Activity Unconditionally Check skill X if ( available agents / staffed agents) (=,<>,< ) (variable/number). Queue the call to a skill unconditionally. Queue Activity Step Check X if ( rolling-asa/calls queued/ interflow qpos / oldest call waiting / wait improved) (=,<>,< ) (variable/number). Center Info Check skill X if ( count calls / expected wait / rolling asa) (to/in) (=,<>,< ) (variable/number). Use the following steps to configure the Queue group: Procedure 1. On the Conversation Sphere home page, click Queue. The system displays the Agent Activity Step window to configure the Agent Activity command. The Agent Activity checks the status of a skill/split for possible termination of the call to that skill or split. 2. In the Properties of Agent Activity Step window, perform the following steps: a. In the Measure drop-down list, click either available agents or staffed agents. b. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. Using Avaya Control Manager Conversation Sphere 57

58 c. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. d. In the Comparator drop-down list, click a valid comparator. e. In the Threshold field, enter the threshold. f. In the Comment field, enter comments. 3. Click OK. The system displays the Queue Unconditionally Step window. Using this step, you can insert the call to a queue unconditionally: 4. In the Properties Queue Unconditionally Step window, perform the following steps: a. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. b. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. c. In the Priority drop-down list, click the priority. d. In the Comment field, enter comments. 5. Click OK. The system displays the Queue Activity Step window to configure the time of the day command. The Queue Activity step checks the status of a skill or split for possible termination of the call to that skill or split: Using Avaya Control Manager Conversation Sphere 58

59 6. In the Properties of Queue Activity Step window, perform the following steps: a. In the Measure drop-down list, click either Rolling-asa, Calls queued, Interflow-qpos, oldest call waiting, or Wait improved. b. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. c. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. d. In the Priority drop-down list, click the priority. e. In the Comparator drop-down list, click a valid comparator. f. In the Threshold field, enter the threshold. g. In the Comment field, enter comments. 7. Click OK. The system displays the Center Info Step window. The Center Info step checks the status of a skill or split for possible termination of the call to that skill or split: 8. In the Properties of Center Info Step window, perform the following steps: a. In the Measure drop-down list, click either available agents or staffed agents. Using Avaya Control Manager Conversation Sphere 59

60 b. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. c. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. d. In the Priority drop-down list, click the priority. e. In the Threshold field, enter the threshold. f. In the Comment field, enter comments. 9. Click OK. The system displays the Goto Vector Step window. This step moves the call to another vector: 10. In the Properties of Go To Vector Step window, perform the following steps: a. In the Vector ID drop-down list, click a valid vector id number. b. In the Step drop-down list, click which step number (ranges from 1 to 99) in the vector that the call starts with. Note: Show vector button when editing a vector. This button allows you to go directly to a vector in the route-to vector command. c. In the Comment field, enter comments. 11. Click OK. Configuring the Routing group The Routing group includes the steps that perform the route-to and messaging commands. Procedure 1. On the Conversation Sphere home page, click Routing. The system displays the Route to Number Step window. This step routes the call directly to another number, namely, extension, VDN, skill/hunt group or any valid internal/ external number: Using Avaya Control Manager Conversation Sphere 60

61 2. In the Properties of Route to Number Step window, perform the following steps: a. In the Number field, enter the number to which the call will route. b. In the Coverage drop-down list, click the appropriate option. c. In the Condition drop-down list, click one of the following options: Condition Unconditionally Digits Interflow-qpos Result The call will route when it arrives to this step in the vector. If digits are selected, then you can apply a comparator and set a threshold. If you select Interflow-qpos (queue position), then you can apply a comparator and set a threshold. d. In the Comparator drop-down list, click a valid comparator. e. In the Threshold field, type the threshold. f. In the Comment field, enter comments. 3. Click OK. The system displays the Route to Digits Step window. This step routes the call directly to another number based on the digits collected during the call: 4. In the Properties of Route to Digits Step window, perform the following: a. In the Coverage drop-down list, click appropriate option. b. In the Comment field, enter comments. 5. Click OK. Using Avaya Control Manager Conversation Sphere 61

62 The system displays the Adjunct Route Step window. This step moves the call so that an adjunct route command within a vector controls the call: 6. In the Properties of Adjunct Route Step window, perform the following steps: a. In the Link Id field, enter the adjunct route link ID. b. In the Comment field, enter comments. 7. Click OK. The system displays the Messaging Skill Step window. Using the messaging split/skill command, the caller can leave a message for the specified extension or the active or latest VDN extension (default). The voice mailbox is supported by a Message Waiting Indication (MWI): 8. In the Properties of Messaging Skill Step window, perform the following steps: a. In the Skill drop-down list, click either First, Second, or Third skill (VDN skills) or the direct skill ID. b. (Optional) If you select Skill ID in the Skill drop-down list, the Skill Id drop-down list becomes active. Select the skill ID from the drop-down list as defined in Avaya Control Manager. c. In the Extension drop-down list, click one of the following options: Extension Required Using Avaya Control Manager Conversation Sphere 62

63 Number Variable Enter a valid number with the Avaya Aura Communication Manager dial plan. Enter a valid variable from the Avaya Call Center Elite software in this Avaya Aura Communication Manager. d. In the Comment field, enter comments. 9. Click OK. Using Avaya Control Manager Conversation Sphere 63

64 Chapter 6: Using Conversation Sphere for POM Strategy Creating a new contact strategy Procedure 1. On the Avaya Control Manager Portals page, click Conversation Sphere. The system displays the Conversation Sphere application with options to start the conversation. 2. Select New Conversation and click Next. The system displays the following window: 3. Perform the following steps: a. Click the Location drop-down list, click a location. b. In the Name field, enter the conversation name. c. Click Save. Using Avaya Control Manager Conversation Sphere 64

65 4. In the Avaya section, click POM. 5. From the Contact Strategy section in the left pane, drag the icon for the vector step to the right side of the screen. 6. To edit the Strategy step, right-click the step and select Properties. Using Avaya Control Manager Conversation Sphere 65

66 Chapter 7: Configuring the POM Strategy steps functionality Configuring Contact Strategy Contact Strategy is the starting point of POM Strategy. Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Contact Strategy section in the left pane, drag Contact Strategy. 4. Double-click the Contact Strategy step to edit the properties. 5. The system displays the following dialog box: 6. Enter values for the following fields: Field Step Name Strategy Description The name of the step same as the name in the Conversation Sphere interface. This is also the name of the strategy in POM. The number that the database generates. You cannot edit this number. 7. Click OK. Configuring Notification Text Use the following steps to configure Notification Text to a Contact Strategy step: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Contact Strategy section in the left pane, drag Notification Text. 4. Double-click Notification Text step to edit the properties. Using Avaya Control Manager Conversation Sphere 66

67 5. The system displays the following dialog box: 6. Enter values for the following fields: Field Step Name Name ID Default Language Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. A unique ID, either a numeric value or a string. The Avaya Notify or Avaya Agent applications use this ID. Select the default language for this notification text from the dropdown list. The drop-down lists the languages used for the text items under the notification text node. The notification is sent in default language either when the contact does not have any preferred language, or when there is no matching Text Item for the contact's preferred language. 7. Click OK. Configuring Handler Use the following steps to connect Handler to a Contact Strategy step: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Contact Strategy section in the left pane, drag Handler. 4. Double-click Handler to edit the properties. The system displays the following dialog box: Using Avaya Control Manager Conversation Sphere 67

68 5. Enter values for the following fields: Field Step Name Name State 6. Click OK. Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. State can have any name except Done and Wait. When the system starts the campaign job, all the records are in initial state. Once the processing is over, the records move to the Done state. When the record reaches the Done state, the records move out of the Campaign. You must name one of the Handlers as initial. You cannot add a handler for Wait and Done state. If a contact record is in the Wait state, the record remains in that state till call disposition moves the record to the Next state. Configuring Restrictions Use the following steps to connect Restrictions to Calls, SMS, or steps: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Contact Strategy section in the left pane, drag Restrictions. 4. Double-click Restrictions to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Using Avaya Control Manager Conversation Sphere 68

69 Field Step Name Name Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. 6. Click OK. Configuring Restrict Use the following steps to connect to the Restrict steps. Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Contact Strategy section in the left pane, drag Restrict. 4. Double-click Restrict to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Field Step Name Name Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. Using Avaya Control Manager Conversation Sphere 69

70 Field Type Description Type property decides whether to apply the restrictions permanently or temporarily. If the restrictions are permanent, then the contact gets the disposition as Restricted_Other. You can move the Restricted_Other out of the job if the system does not handle the Restricted_Other in some result node. If the restrictions are temporary, then the contact remains in the same state. When the condition for the restriction changes to false, POM tries to make the contact. Attribute Type AttributeType defines if the attribute is a system attribute or a contact attribute. Attribute Value Min Value Max Value 6. Click OK. The Attribute drop-down gets the value based on the value in the AttributeType property. If AttributeType is system, then Attribute property gets four values:day, date, time, and DNC. If AttributeType is contact, then all the contact attributes are listed in the Attribute dropdown list. The Value property defines the actual value that evaluates the condition. If the value of the attribute is greater than the value in the Min Value property, then POM restricts such contacts. If the value of the attribute is less than the value in the Max Value property, then POM restricts such contacts. Configuring Override You can connect Override to the Restriction steps. Use the following steps to configure Restrict: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Contact Strategy section in the left pane, drag Override. 4. Double-click Override to edit the properties. The system displays the following dialog box: Using Avaya Control Manager Conversation Sphere 70

71 5. Enter values for the following fields: Field Step Name Name Global ID Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. Global ID is a mandatory property. You can set the global restriction to override in the Override node using Global ID property. Also, you must set the condition to select the contacts you want to override in the Exception node. The system does not provide an option to override the restriction for the contacts. You can set such a condition, that all contacts meet in the Exception node. 6. Click OK. Configuring Exception You can connect Exception to override steps. Use the following steps to configure the Exception. Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Contact Strategy section in the left pane, drag Exception. 4. Double-click Exception to edit the properties. The system displays the following dialog box: Using Avaya Control Manager Conversation Sphere 71

72 5. Enter values for the following fields: Field Step Name Name Attribute Type Attribute Value Min Value Max Value Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. The Attribute Type field defines if the attribute is system or contact. The Attribute drop-down gets the value based on the value in the Attribute Type property. If the Attribute Type is system, then the Attribute property gets four values, namely, day, date, time, and DNC. If the Attribute Type is contact, then all the contact attributes are listed in the Attribute drop-down. The Value property defines the value that evaluates the condition. If the value for the attribute is greater than the value in the Min Value property, then the system exempts the contacts from restriction. If the value for the attribute is less than the value in the Max Value property, then the system exempts all contacts from restriction. 6. Click OK. Configuring URL You can connect the URL to Application step. Use the following steps to configure the URL: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Contact Strategy section in the left pane, drag URL. 4. Double-click URL to edit the properties. Using Avaya Control Manager Conversation Sphere 72

73 The system displays the following dialog box. 5. Enter values for the following fields: Field Step Name Name URL Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. You can provide the application URL in the URL property. To add contact attribute as part of the URL, click Edit URL. The drop-down list has the contact attributes prepopulated. Select any contact attribute and click Insert to insert at the cursor location in the URL field. For example, to add a first name in the URL, mention: <domain name>/hello.jsp?first_name= <firstname>&last_name=<lastname>, and select the $first_name from the Contact Attribute drop-down list. 6. Click OK. Configuring TextItem You can connect TextItem to the Notification Text step. Use the following steps to configure the TextItem: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Contact Strategy section in the left pane, drag TextItem. 4. Double-click TextItem to edit the properties. The system displays the following dialog box: Using Avaya Control Manager Conversation Sphere 73

74 5. Enter values for the following fields: Field Step Name Name Language Subject Text Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. This property defines the language for that text. You can select the language from the drop-down list. The system sends a notification in the default language. This property is only valid for action. Use this property to define the subject of the message. If you leave this value blank, then the subject of the message will be displayed as blank. The maximum length for the subject field is 2048 characters. Use this property to define the text. An editor opens when you click the Edit Text button. You can enter text either in Rich Text format, or in HTML format. You can also enter the contact attributes in the notification text. The HTML editor is a basic editor which you can use to change font size, color, add hyperlinks, and bullets. To use full HTML support, clear the Enable HTML format check box, and paste the text in the HTML editor. 6. Click OK. Configuring Call You can connect the Call to the Handler step. Use the following steps to configure the Call: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Handler section in the left pane, drag Call. 4. Double-click Call to edit the properties. The system displays the following dialog box: Using Avaya Control Manager Conversation Sphere 74

75 5. Enter values for the following fields: Field Step Name Name From Address Timeout Min Contact Time Max Contact Time Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. Use the address of the sender to define custom sender address that the system displays to the called party. You can define a generic sender address in the Sender's Address field. The system uses the addresswhich for all calls in the task. If you want to customize the address based on some contact attribute then you can add an Sender address node. For example, set the Sender's Address as Avaya, but if you want a specific sender address for some of the contacts, then use the Sender address node. Timeout (in seconds) defines the time to wait for the contact to pickup the call before changing the call disposition to Ring No Answer. Minimum Contact Time sets the time before which the system does not allow the calls. For example, from 00:00:00 to Min Contact Time, you cannot make any calls. You can make the calls from Min Contact Time to either Max Contact Time, if set, or till 23:59:59. Max Contact Time sets the time upto which the system allows the calls. So from Max Contact Time to 23:59:59, you cannot calls are allowed make any calls. You can make calls, either from 00:00:00 or Min Contact Time, if set, till Max Contact Time. For example, if you are running a campaign and you do not want to make calls after 8pm, you can set the Max Contact Time to 20:00:00. Using Avaya Control Manager Conversation Sphere 75

76 Field On Media Server Failure Driver Enhanced CCA Description On Media Server Failure has two values: retry or no_retry. The default is retry. When set to retry and POM detects Voice Server failure, the system retries to reach to the contact till the server starts responding again. If you set the value to no_retry, then the system marks the call attempt result as Media_Server_Failure. You can handle this disposition in the Result node. If you do not handle the disposition, the system moves the contact to the done state and removes it from the running job. Use Driver to specify a CCXML application for making outbound calls. DriverApp defines the CCXML application that you can use for the outbound calls. This field lists the applications defined as POM:Driver in the EP/VP application configuration. The selected application must include all the resources, including TTS, and ASR. The applications require these resources that are invoked from this strategy. When Enhanced CCA is ON, POM tries to further classify a call after it receives a Call Answer or Call Connect disposition. If POM does not receive the start of a greeting message from the remote end within 2 seconds (configurable through campaign wizard) of Call Answer or Call Connect, the application assigned for live voice or Answer Human starts. If POM receives an indication of start of greeting message, it waits for upto 2 seconds for final call analysis result before starting the application. If there is no result within these 2 seconds, the application assigned for live voice or Answer Human starts. If the result is received after the application starts, POM appropriately changes the application and updates the result. If Enhanced CCA is OFF, POM does not try to classify a call after Call Connect or Call Answer and starts the applications as soon as it receives a connect, and updates the disposition as Call Answered. 6. Click OK. Configuring SMS You can connect SMS to the Handler step. Use the following steps to configure SMS. Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Handler section in the left pane, drag Sms. 4. Double-click Sms to edit the properties. The system displays the following dialog box: Using Avaya Control Manager Conversation Sphere 76

77 5. Enter values for the following fields: Field Step Name Name From address Min Contact Time Max Contact Time On Media Server Failure Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. Use Sender's Address to define custom sender's address displayed to the called party. You can define a generic sender's address in the Sender's Address field which is used for all calls for the task. If you need to customize the sender s adress based on some contact attribute, then you can add an Sender's address node. For example, set the Sender's Address as Avaya but if you want a specific sender's address for some of the contacts, then use Sender's address node. Min Contact Time sets the time before which the system does not allow the calls. So from 00:00:00 to Min Contact Time, you cannot make any calls. You can make the calls from Min Contact Time to either Max Contact Time, if set, or till 23:59:59. Max Contact Time sets the time upto which the system allows the calls. So from Max Contact Time to 23:59:59, you cannot make any calls. You can make calls, either from 00:00:00 or Min Contact Time, if set, till Max Contact Time. For example, if you are running a campaign and you do not want to make calls after 8pm, you can set the Max Contact Time to 20:00:00. On Media Server Failure has two values: retry or no_retry. The default is retry. When set to retry and POM detects Voice Server failure, the system retries that contact till the server starts responding again. If you set the value to no_retry, then the system marks the call attempt result as Media_Server_Failure, and you can handle this disposition in the Result node. If you do not handle the disposition, the system moves the contact to the done state and removes it from the running job. 6. Click OK. Using Avaya Control Manager Conversation Sphere 77

78 Configuring You can connect to the Handler step. Use the following steps to configure . Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Handler section in the left pane, drag Mail. 4. Double-click Mail to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Field Step Name Name From address Min Contact Time Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. Use sender's address to define customized sender's address that the system displays to the called party. You can define a generic sender's address in the Sender's Address field which is used for all calls for the task. If you need to customize the sender s address based on some contact attribute, then you can add an sender's address node. For example, set the Sender's Address as Avaya but if you want a specific sender's address for some of the contacts, then use Sender's address node. Minimum ContactTime sets the time before which the system does not allow the calls. For example, from 00:00:00 to Minimum Contact Time, you cannot make any calls. You can make the calls from Minimum Contact Time to either Maximum Contact Time, if set, or till 23:59:59. Using Avaya Control Manager Conversation Sphere 78

79 Field Max Contact Time Description Maximum Contact Time sets the time upto which the system allows the calls. From Max Contact Time to 23:59:59, you cannot make any calls. You can make calls, either from 00:00:00 or Min Contact Time, if set, till Max Contact Time. For example, if you are running a campaign and you do not want to make calls after 8 P.M, you can set the Max Contact Time to 20:00:00. On Media Server Failure On Media Server Failure has two values: retry or no_retry. The default is retry. When set to retry and POM detects Voice Server failure, the system retries that contact till the server starts responding again. If you set the value to no_retry, then the system marks the call attempt result as Media_Server_Failure, and you can handle this disposition in the Result node. If you do not handle the disposition, the system moves the contact to the done state and removes it from the running job. 6. Click OK. Configuring Custom You can connect Custom to the Handler step. Use the following steps to configure Custom: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Handler section in the left pane, drag Custom. 4. Double-click Custom to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Field Step Name Description The name of the step same as the name in the Conversation Sphere interface. Using Avaya Control Manager Conversation Sphere 79

80 Field Name Min Contact Time Max Contact Time Description The text same as the text for this step in POM. Minimum Contact Time sets the time before which the system does not allow the calls. Therefore, from 00:00:00 to Min Contact Time, you cannot make any calls. You can make the calls from Min Contact Time to either Max Contact Time, if set, or till 23:59:59. Maximum Contact Time sets the time upto which the system allows the calls. Therefore, from Max Contact Time to 23:59:59, you cannot make any calls. You can make calls, either from 00:00:00 or Min Contact Time, if set, till Max Contact Time. For example, if you are running a campaign and you do not want to make calls after 8 P.M, you can set the Max Contact Time to 20:00: Click OK. Configuring Address You can connect Address to the Call, SMS, and steps. Use the following steps to configure Address: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Call section in the left pane, drag Address. 4. Double-click Address to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Field Step Name Name Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. Using Avaya Control Manager Conversation Sphere 80

81 Field Min Contact Time Max Contact Time Weekdays only Contact Attribute Description Minimum Contact Time defines the earliest time when the system must contact using this address. Therefore, from 00:00 to Min Contact Time, the system does not use address. The system uses this address from Min Contact Time to either Max Contact Time, if set, or till 23:59. Max Contact Time defines the time till when the system can contact using this address. Therefore, from Max Contact Time to 23:59, the system does not use this address. The system uses the address either from 00:00 or Min Contact Time, if set, till Max Contact Time. For example, if you are running a campaign and you do not want the contact to be contacted after 8 P.M, you can set the Max Contact Time to 20:00:00. The Weekdays Only property is of the Boolean type. If set to true,the system uses this address only on weekdays. If false, the system uses this address on all days. This property uses the weekend days set in the global configuration. Contact Attribute is a mandatory property. The system lists all predefined and custom attributes of telephone and type in the drop-down list. Select the phone number attribute which you use to call or send SMS or select the address where you want to send Click OK. Configuring Ani You can connect Ani to the Call, SMS, and steps. Use the following steps to configure ANI. Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Call section in the left pane, drag Ani. 4. Double-click Ani to edit the properties. The system displays the following window: Using Avaya Control Manager Conversation Sphere 81

82 5. Enter values for the following fields: Field Step Name Name Attribute Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. You can set the condition using the Attribute property for a particular contact attribute. The system prepopulates all contact attributes in the drop-down list. Values in the Attribute drop-down follow the multitenancy rules. For more information on multi-tenancy, see Organizational Level Access section in the Administering Avaya Aura Experience Portal or Administering Voice Portal guide. 6. Click OK. Configuring Result Processor You can connect Result Processor to Call, SMS, and steps. Use the following steps to configure Result Processor. Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Call section in the left pane, drag Result Processor. 4. Double-click Result Processor to edit the properties. 5. The system displays the following dialog box: 6. Enter values for the following fields: Field Step Name Name Next State Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. By default, The Next State drop- down lists three values: initial, wait, and done. 7. Click OK. Using Avaya Control Manager Conversation Sphere 82

83 Configuring Result You can connect Result to the Result Processor step. Use the following steps to configure Result: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Call section in the left pane, drag Result. 4. Double-click Result to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Field Step Name Name Value Description The name of the step same as the name appears in the Conversation Sphere interface. The text same as the text for this step in POM. The Value drop-down lists all available completion codes.. Select the result that you want to take action. Based on the received result, you can decide whether to: Keep the contact in the campaign. Move the contact to done state and move the contact out of the job. Next State By default, the Next State drop-down list displays three values: initial, wait, and done. As you add new handlers in the campaign strategy, those states are available in the Next State drop-down list. 6. Click OK. Using Avaya Control Manager Conversation Sphere 83

84 Configuring Application You can connect Application to the Result steps. Use the following steps to configure Application: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Call section in the left pane, drag Application. 4. Double-click Application to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Field Step Name Name Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. 6. Click OK. Configuring Condition You can connect Condition to the Sender Address step. Use the following steps to configure Condition: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Call section in the left pane, drag Condition. 4. Double-click Condition to edit the properties. The system displays the following dialog box: Using Avaya Control Manager Conversation Sphere 84

85 5. Enter values for the following fields: Field Step Name Name Value Address Description The name of the step. The name must be same as the name in the Conversation Sphere interface. The text that is same as the text for this step in POM. The value of the condition. Use Address property to set the address that the system sends, if the condition matches. 6. Click OK. Configuring Attachment You can connect Attachment to an step. Use the following steps to configure Attachment: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Mail section in the left pane, drag Attachment. 4. Double-click Attachment to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Using Avaya Control Manager Conversation Sphere 85

86 Field Step Name Name Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. 6. Click OK. Configuring Custom Application You can connect Custom Application to an Application step. Use the following steps to configure Custom Application: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Custom section in the left pane, drag CustomApplication. 4. Double-click CustomApplication to edit the properties. 5. The system displays the following dialog box: 6. Enter values for the following fields: Field Step Name Name Custom Class Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. Use to specify the custom class POM can use for a custom implementation. It must be the fully qualified Java class name and this class must be available on all POM servers in the system. 7. Click OK. Using Avaya Control Manager Conversation Sphere 86

87 Configuring Retry You can connect Retry to a Result step. Use the following steps to configure Retry: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Application section in the left pane, drag Retry. 4. Double-click Retry to edit the properties. 5. The system displays the following dialog box: 6. Enter values for the following fields: Field Description Step Name The name of the step same as the name in the Conversation Sphere interface. Name Count Interval Fail State The text same as the text for this step in POM Use to set the number of retries. Use to set the time to wait for those many seconds before doing another try. For example, if you specify the Count as 3, and Interval as 10, 20, 30, then POM attempts the first retry after 10 seconds, second retry after 20 seconds and third retry after 30 seconds. If you specify the Count as 3, and Interval as 20, then POM attempts each retry after 20 seconds. Use to move the contact to Fail State, if all retries fail. 7. Click OK. Using Avaya Control Manager Conversation Sphere 87

88 Configuring Avaya Notify You can connect Avaya Notify to an Application step. Use the following steps to configure Avaya Retry. Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Application section in the left pane, drag AvayaNotify. 4. Double-click AvayaNotify to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Field Step Name Name Text ID Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. The system prepopulates Notification Text IDs in the Text ID property dropdown list. You can use the notification text corresponding to the selected Text ID with the Avaya Notify application. 6. Click OK. Configuring Avaya Agent You can connect Avaya Agent to an Application step. Use the following steps to configure Avaya Agent. Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click POM. 3. From the Application section in the left pane, drag AvayaAgent. 4. Double-click AvayaAgent to edit the properties. The system displays the following dialog box: Using Avaya Control Manager Conversation Sphere 88

89 5. Enter values for the following fields: Field Step Name Name VDN Text ID Description The name of the step same as the name in the Conversation Sphere interface. The text same as the text for this step in POM. You can provide a destination number, and the system transfers all calls after playing the notification text. The system does not verify whether the agents are available to take call; it transfers the call to the agent. Text ID works in the same way as for Avaya Notify application. 6. Click OK. Using Avaya Control Manager Conversation Sphere 89

90 Chapter 8: Experience Portal Steps Functionality Starting IVR The Start IVR is the first step in an IVR flow. You must have at least one Start IVR step in a conversation that includes IVR. Procedure 1. On the Avaya Control Manager Portals page, click Conversation Sphere. The system displays the Conversation Sphere application with options to start the conversation. 2. Select New Conversation and click Next. The system displays the following window: 3. Perform the following steps: a. Click the Location drop-down list, click a location. b. In the Name field, enter the conversation name. c. Click Save. 4. In the Avaya section, click Experience Portal. 5. From the Experience Portal section in the left pane, drag Start IVR and drop it to the relevant place on the screen. 6. To edit the parameters, double-click Start IVR. 7. The system displays the following window: Using Avaya Control Manager Conversation Sphere 90

91 8. Enter values for the following fields: Field Step Name IVR Number New IVR Select IVR Description The name of the step same as the name in the Conversation Sphere interface. The IVR number that the database generates. You cannot edit this number. Yes To create a new IVR Flow. No To load an IVR Flow from the Avaya Control Manager AAEP connector. This option is available only if New IVR = NO. Dynamic Menu (first one assigned to Start IVR) You can connect Dynamic Menu to the Start IVR. Use the following steps to configure Dynamic Menu. Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click Experience Portal. 3. From the Experience Portal section in the left pane, drag the Dynamic Menu. 4. Double-click Dynamic Menu to edit the properties. The system displays the following dialog box: Using Avaya Control Manager Conversation Sphere 91

92 5. Enter values for the following fields: Field Step Name New Dynamic Menu? Select Dynamic Menu IVR Point Dynamic Menu Number General Prompt Number Campaign Description The name of the step same as the name in the Conversation Sphere interface. Yes Create a new dynamic menu No Load a menu The list of dynamic menus. The IVR point assigned to the menu. The number of the dynamic menu that you select. The number of the prompt that the system plays in the menu, before the system plays the menu selection. The campaign assigned to the menu. This field is optional. Enabled All Enable all menu selection options (0-9). 6. Click OK. Dynamic Menu You can connect the Dynamic Menu. Use the following steps to configure Dynamic Menu. Procedure 1. Drag Dynamic Menu and drop it to the relevant place on the screen. 2. To edit the parameters, double-click Dynamic Menu. The system displays the following window: Using Avaya Control Manager Conversation Sphere 92

93 3. Enter values for the following fields: Field Step Name Selection Number Selection Prompt Selection Message Selection Enable Selection Schedule New Dynamic Menu? IVR Point General Prompt Number Campaign Description The name of the step same as the name in the Conversation Sphere interface. The menu selection that routes the customer to this menu. The prompt that the system plays before this menu selection. Free text description for the messaged played. Enable or disable the selection. The schedule that the system assigns to the selection option. Yes Create a new dynamic menu. No Load a menu. The IVR point assigned to the Menu. The number of the Prompt that are played in the menu, before the menu selection is played. The campaign assigned to the menu. This field is optional. Enabled All Enable all menu selection options (0-9). 4. Click OK. Dynamic Transfer You can connect Dynamic Transfer to the Dynamic Menu step. Use the following steps to configure Dynamic Transfer: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click Experience Portal. Using Avaya Control Manager Conversation Sphere 93

94 3. From the Experience Portal section in the left pane, drag the Dynamic Transfer. 4. Double-click Dynamic Transfer to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Field Step Name Transfer Site New Transfer Description The name of the step same as the name in the Conversation Sphere interface. Avaya Control Manager transfer module can use Site based logic for call routing. You can select the site from the drop-down list. Yes Create a new dynamic transfer. No Load a transfer. Using Avaya Control Manager Conversation Sphere 94

95 Field Select Transfer Transfer Number IVR Point Transfer Description Transfer English DN Transfer Statistic Main Schedule Main Transfer lang 2 DN Transfer lang 3 DN Transfer lang 4 DN Transfer English DN 2 Transfer English DN 2 statistics Transfer English DN 2 Schedule Transfer English DN 3 Transfer English DN 3 statistics Transfer English DN 3 Schedule Statistic Counter Description List the configured dynamic transfers. The transfer number. The IVR point. A free text description of the transfer module. The DN number that the system transfers to the default language. Avaya Control Manager can transfer calls from each Transfer module based on the statistics that you configure as part of the transfer module. The number of calls that the system must transfer to this destination. The value must be a number between 0-9 (the counter is 10 calls). The schedule of the transfer point. The transfer DN for a second language (for example: LNG2). The transfer DN for a third language (for example: LNG3). The transfer DN for a fourth language (for example: LNG4). A second transfer destination that can be used in case you implement statistical based transfers. The number of calls that the system must transfer to this destination. The value must be a number between 0-9.The counter is 10 calls. The schedule of the transfer point. For more information, see the Schedule section in this guide. A third transfer destination that can be used in case you implement statistical based transfers. The number of calls that the system must transfer to this destination. The value must be a number between 0-9. The counter is 10 calls. The schedule of the transfer point. The total number of calls that the system counts as part of the statistical transfer. 6. Click OK. Using Avaya Control Manager Conversation Sphere 95

96 Dynamic Prompt You can connect Dynamic Prompt to the Dynamic Prompt menu. Use the following steps to configure Dynamic Prompt: Procedure 1. Open a Vector in the Conversation Sphere application. 2. In the AVAYA section, click Experience Portal. 3. From the Experience Portal section in the left pane, drag the Dynamic Prompt. 4. Double-click Dynamic Prompt to edit the properties. The system displays the following dialog box: 5. Enter values for the following fields: Field Step Name New Prompt? Select Prompt Prompt Number Prompt Description Description The name of the step same as the name in the Conversation Sphere interface. Yes Create a new dynamic prompt. No Load a prompt. List the configured dynamic prompts. The prompt number that is played for this Dynamic Prompt. The prompt must be a part of your URL_Voice. A free text description of your prompt. Using Avaya Control Manager Conversation Sphere 96

97 Field IVR Point Prompt type Prompts contents Enable prompt Prompt schedule Description The IVR point that the system assigns to this prompt. By default, the prompt is assigned to the IVR point that you created as a point from type Dynamic Prompt. Marketing/Service Regional/Service District. Free text description. Enable or disable the playing of the prompt. Every dynamic prompt that the systen can assign to a schedule that enables or disables the prompt. 6. Click OK. Using Avaya Control Manager Conversation Sphere 97

98 Chapter 9: Avaya Aura Communication Manager Vector Validation Avaya Control Manager includes vector validation capabilities. Avaya Control Manager Vector Auditing Service that you install with Conversation Sphere application performs the vector validation. Avaya Control Manager Vector Auditing service that runs on the Avaya Control Manager server provides all the validation capabilities. Before running the vector validation process, ensure the service is running. Single Vector Validation There are several options to validate the vector such as, Online Validation, Offline Validation, Bulk Validation, and Validation Result. Use the following steps to initiate the Validate Vector process: Procedure 1. Start the Conversation Sphere application. 2. Open an existing vector. 3. Select the Start Vector step that you want to validate. 4. In the Import/Export section, click the Validate Vector button. The system displays the following dialog box. Using Avaya Control Manager Conversation Sphere 98

99 5. Select Validate in CM to validate the vector with the data that you have in Avaya Aura Communication Manager. The system checks every vector step in Avaya Aura Communication Manager. The system also validates the other entities that are part of the vector, namely, announcement, variable, skill on Avaya Aura Communication Manager. This validation is slower, but provides the real-time result since it does not depend on the synchronizer process. 6. Select Validate in the DB to validate the vector with the data that you have in the Avaya Control Manager databases. The system checks each vector step in the Avaya Control Manager database. The system also checks for other entities such as, announcement, variable, and skill that are part of the vector with the corresponding objects in Avaya Control Manager. This validation type is faster, but depends on the synchronizer activity. For example, if you delete a Skill directly in Avaya Aura Communication Manager through ASA and the system performs a database validation before the synchronizer synced the data from Avaya Aura Communication Manager to the Avaya Control Manager database, you might get less accurate results in your validation process. 7. Select one of the following options: Field Description Online Validation Use this option to validate the vector online. When you select this option, the system displays the results in the next window after completing the validation process. For more information, see Performing Online Validation. Offline Validation Bulk Validation Validation results Use this option to perform the validation in an offline mode. With this option, you can gain access to the results from the validation results option in this window. For more information, see Performing Offline Validation. Use this option to validate more than one vector at a time. The bulk validation option is available only in the offline mode. For more information, see Performing Bulk Validation. Use this option to validate the results. You can view the history of all validations that you performed including any offline validations that you requested. For more information, see Viewing Validation Results. 8. For more information, see sub-sections in this chapter. Performing Online Validation Use the following steps to validate the vector online. Procedure 1. Perform Step 1 to 5 from Single Vector Validation on page Select Online Validation. The system begins the validation process, and displays the following dialog box. Using Avaya Control Manager Conversation Sphere 99

100 If issues related to the vector exist, then the system displays the issues as listed in the following table: Field Vector Number Vector name Step Step type Avaya type Current value Issue Description The number of the vector that the system validates. The name of the vector that the system validates. The step number that has a validation issue. The type of step. The specific part of the step that has a validation issue. The value that did not pass the validation. A description of the validation issue. 3. Perform one of the following steps: Click Back to return to the previous window. Click Export to export the validation results to a CSV file. Click Close to exit the validation window. Performing Offline Validation Use the following steps if you want the system to perform the validation in an offline mode. Procedure 1. Perform Step 1 to Step 5 from Single Vector Validation on page Select Offline Validation. The system displays the following window. Using Avaya Control Manager Conversation Sphere 100

101 The Avaya Control Manager system sends the validation request to the validation queue, and then processes the request offline. You can then view the validation result window. Performing Bulk Validation With Bulk Validation, you can validate several vectors in a single operation. The bulk validation option is available only in the offline mode. Use the following steps to validate more than one vector simultaneously: Procedure 1. Perform Step 1 through Step 5 from Single Vector Validation on page Select Bulk Validation. The system displays the following window. The system displays a list of all the vectors on the window. You can search the vectors based on name or location. 3. To view a vector for validation, select the corresponding option next to each vector name, and then click Validate. Using Avaya Control Manager Conversation Sphere 101

102 The system displays the results of the validation on the window. Note: The system performs all bulk validations off offline. Viewing Validation Results The Validation Result window displays all validations that the system performs within the Conversation Sphere, both online and offline. With Validation Results, you can view the history of all the validations that you performed including any offline validations that you requested. Use the following steps if you want the system to validate the results. Procedure 1. Perform Step 1 to Step 5 from Single Vector Validation on page Select Validation Results. The system displays the following window. Field Task id Vector number Vector name Task date Description The internal Task id of every validation request. The validated vector number. The vector name. The date of the scheduled task. 3. To review the task, select the corresponding option next to each task ID name and click View. The system displays the results of the selected task on the window. Using Avaya Control Manager Conversation Sphere 102

103 Enabling Visio Export Prerequisites 1. On Avaya Control Manager Server, verify that the following folders are present. C:\Windows\SysWOW64\config\systemprofile\Desktop C:\Windows\System32\config\systemprofile\Desktop Note: For a server with 32-bit OS, ignore the steps related to the SysWOW64 folder. 2. For the following folders, provide permissions to IIS_IUSRS: C:\Windows\SysWOW64\config\systemprofile C:\Windows\System32\config\systemprofile 3. Create a temporary folder for storing temporary Visio files. For example, c:\acmtest. 4. For the temporary folder, provide permissions to IIS_IUSRS. 5. Go to the C:\Program Files (x86)\avaya\avaya Control Manager 7.1.1\Web\ACCCM Conversation\ACCCMConversationSphere folder. 6. Open the web.config file using a text editor such as Notepad and add a new entry under AppSettings for key VisioPath. For example, <add key="visiopath" value="c:acmtest\"/>. Using Avaya Control Manager Conversation Sphere 103

104 Enabling Visio Export Visio 2007 Procedure 1. Open Server Manager. The system displays the Server Manager window. 2. Navigate to Groups and double-click the Administrators group. The system opens the following window. 3. Click Add. The system displays the following window: Using Avaya Control Manager Conversation Sphere 104

105 4. Add the NETWORK SERVICE user to the administrator group and click OK. 5. Click OK again and close the administrator group. 6. Open the Windows Service administration window and start the Remote Procedure Call (RPC) Locator service. 7. Open the Component Services administration group. 8. In the Component Services window, right-click My Computer and click Properties. The system displays the following window: Using Avaya Control Manager Conversation Sphere 105

106 9. Click the COM Security tab and then click Edit Limits in the Launch and Activation Permissions section. The system displays the following window: 10. Add everyone to the permission with all the options enabled. 11. Click OK twice and close the window. 12. Reset Internet Information Service. Using Avaya Control Manager Conversation Sphere 106

107 Enabling Visio Export Visio 2010/2012 Procedure 1. When you open Office or Visio for the first time, cancel the run of the following: C:\Program Files (x86)\common Files\microsoft shared\office14\office Setup Controller\Setup.exe 2. For Component Service, provide permissions to IIS_IUSRS. a. In the line of command prompt (CMD), type DCOMCNFG. b. Right-click Console Root > Component Service > Computers > My Computer and click Properties. c. Click the COM Security tab. d. In the Launch and Activation Permissions section, click Edit Default. e. Add a user, for example, IIS_IUSRS or a service. f. For the added user or service, select the check box in the Allow column for the following permissions: Local Launch Local Activation 3. For the following folders, provide permissions to IIS_IUSRS: For 64-bit: C:\Windows\SysWOW64\config\systemprofile For 32-bit: C:\Windows\System32\config\systemprofile 4. Go to the C:\Program Files (x86)\avaya\avaya Control Manager 7.1.1\Web\ACCCM Conversation\ACCCMConversationSphere folder. 5. Open the web.config file using a text editor such as Notepad. Using Avaya Control Manager Conversation Sphere 107