Back-end Avaya Aura Experience Portal and SIP-enabled Avaya Aura Contact Center using Context Creation

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1 Back-end Avaya Aura Experience Portal and SIP-enabled Avaya Aura Contact Center using Context Creation Overview This document describes how to integrate Avaya Aura Contact Center and a back-end Avaya Aura Experience Portal system using the sample Context Creation VoiceXML application. In a SIP-enabled contact center solution, the information stored in some SIP INFO messages may be used to transfer callrelated information between SIP-enabled components. This call-related information enables the receiver to better understand and handle the call. If your call-related context information does not fit in a SIP User-to-User Information (UUI) header or in the larger P-Intrinsics header, you can use the sample Context Creation application described here to pass more context information from Avaya Aura Experience Portal to Avaya Aura Contact Center. The Context Creation sample application can inject multiple pieces of context information (Intrinsics and Call Attached Data) into Avaya Aura Contact Center, whereas the PlayAndCollect sample application can retrieve only a single piece of data, for example the collected digits. Avaya Aura Experience Portal Avaya Aura Experience Portal (AAEP) is an open standards-based self-service software platform. Selfservice solutions allow customers to automatically obtain assistance or information without the need for agent interaction. Calls from your customers can be automatically answered by a self-service system that prompts callers to describe the information they require and provides this information without the need for a contact center agent. You can also use a self-service system to collect information from your customers before they speak to contact center agents. The Avaya Aura Experience Portal system consists of an Experience Portal Manager (EPM) and one or more Media Processing Platform (MPP) servers. The Experience Portal solution network includes a Private Branch Exchange (PBX) server such as the Avaya Aura Unified Communications platform, an Automatic Speech Recognition (ASR) server, Text-to-Speech (TTS) servers, and Tomcat application servers. AACC and back-end AAEP integration using Context Creation Page 1 of 18

2 Avaya Aura Experience Portal Orchestration Designer Orchestration Designer is an Eclipse-based application development environment which supports the development of Voice XML and CCXML speech applications. Orchestration Designer generates Experience Portal compliant XML-based applications for deployment on software application servers such as Apache Tomcat Server. Voice XML (VXML) is a standard XML format for specifying interactive voice dialogs between a human and a computer. Voice XML is designed for creating audio dialogs that feature synthesized speech, digitized audio, recognition of spoken and DTMF key input, recording of spoken input, telephony, and mixed initiative conversations. For example, a typical Voice XML play and collect application plays voice prompts to customers asking them to enter digits using their phone. The application then collects the customer digits and returns the digits for processing to the contact center. Call Control XML (CCXML) is a standard markup language for controlling how phone calls are placed, answered, transferred, and conferenced. CCXML works with Voice XML to provide an XML-based solution for any telephony application. Voice XML and CCXML are two separate languages. CCXML can be integrated with a more traditional Interactive Voice Response (IVR) system and Voice XML dialog systems can be integrated with other call control systems. Avaya Aura Contact Center Avaya Aura Contact Center is a context-sensitive voice and multimedia-enabled customer contact solution that allows enterprises to automate and accelerate customer interactions. Contact Center uses SIP and open standards Web service interfaces to provide maximum flexibility. It helps organizations better anticipate customer needs and offers advanced functionality to quickly, efficiently, and cost effectively satisfy those needs. The result is a contact center that consistently delivers a unified, efficient, and highly personalized customer contact experience that builds brands and enhances loyalty. AACC and back-end AAEP integration using Context Creation Page 2 of 18

3 SIP-enabled Avaya Aura Contact Center Avaya Aura Contact Center uses Session Initiation Protocol (SIP) architecture to provide maximum interoperability and flexibility. Avaya Aura Contact Center SIP-enabled architecture and Contact Intrinsic data make it easy to develop screen pop applications, reducing the time, effort, and cost required to launch new capabilities. Contact Center Manager Server (CCMS) contains a SIP Gateway Manager (SGM) component which is the call processor in a SIP-enabled contact center. The SIP Gateway Manager is a SIP element that can receive and process calls from SIP-enabled communication systems such as the Avaya Aura Communication Manager platform. In a SIP-enabled contact center each call or contact has associated Contact Intrinsic data. This Contact Intrinsic data may contain data relevant to that call, the calling customer, and other information retrieved by self-service or third party applications. Contact Intrinsic data enriches the context and information presented to agents with each customer contact. Context Creation information: Avaya Aura Contact Center supports the receipt of a SIP INFO message of contenttype application/x-aacc-info during a back-end IVR session (GIVE IVR). Avaya Aura Contact Center parses this type of message to create Contact Intrinsics and/or Call Attached Data. Because the data is contained in the SIP message body, it can carry much more data than a User to User Information (UUI) SIP header or a P-Intrinsics SIP header. A SIP message body may carry complex information. The SIP message body data is hex-encoded and XML-formatted (using the same encoding as P-Intrinsics). Example of a single intrinsic in VoiceXML code (Note: spaces are not supported): <cc><i>customer_session_id=12345</i></cc> Example of the single intrinsic when Hex-encoded: 3c63633e3c693e f4d45525f f4e5f49443d c2f693e3c2f63633e SIP-enabled systems can use SIP messages to transmit call-related information between SIP-enabled components. SIP information can provide additional data about a call that a Voice XML application can use to determine what processing needs to be done for that call. Or the Voice XML application can use customer interview data to modify the SIP message data, and then pass the customer call along with updated message data to the next application in the solution. Examples of message data include a customer account number obtained during a self-service session. Avaya Aura Contact Center - Contact Intrinsics data makes it easy to develop screen pops, reducing the time, effort and cost required to launch new capabilities. Avaya Media Server: Avaya Media Server is a software-based media processing platform. All media processing is performed in software on the host CPUs. Avaya Media Server uses standard SIP signaling and Real-time Transport Protocol (RTP) to transport audio, which enables it to work with a wide variety of clients and gateways. Avaya Aura Contact Center uses the media processing capabilities of Avaya Media Server to support conferencing, announcements and dialogs in SIP-enabled contact centers. Each Avaya Media Server in a contact center is configured in Contact Center Manager Administration as a Media Server and is assigned to handle conference, announcement or/and dialogs media services. AACC and back-end AAEP integration using Context Creation Page 3 of 18

4 Back-end Avaya Aura Experience Portal with Interactive Voice Response Avaya Aura Experience Portal provides back-end Interactive Voice Response (IVR) services like text-tospeech, digit collection, music, and speech recognition. A combined Avaya Aura Experience Portal and Avaya Aura Contact Center solution gives your customers exceptional service and improved efficiency. The following diagram shows a typical solution integration of an Avaya Aura Contact Center with a backend Avaya Aura Experience Portal system using the Context Creation sample application. In a typical back-end Avaya Aura Experience Portal integration, customer calls to the Avaya Aura Contact Center are routed to Experience Portal applications for automated processing. Avaya Aura Experience Portal (AAEP) applications play voice prompts asking the customer to select items from a menu, or to input account numbers. The sample Context Creation VoiceXML application collects the customer s response, generates context information based on the data in the config.properties files and then passes the hex-encoded context information back to the sample Dialog application. The sample Dialog application returns the call and context information to Avaya Aura Contact Center for agent assistance or further treatment. AACC and back-end AAEP integration using Context Creation Page 4 of 18

5 Call flow example This call flow example shows how an Avaya Aura Experience Portal system interacts with Avaya Aura Contact Center to handle a typical automated back-end Interactive Voice Response (IVR) customer transaction. 1. Incoming customer calls to Communication Manager are routed by Session Manager to Avaya Aura Contact Center (AACC). Avaya Aura Contact Center answers the call and executes a script. 2. The Contact Center script issues a session-based GIVE IVR command for an external media server (XDIALOG), supplying the URI identifier of the Avaya Aura Experience Portal. 3. Avaya Aura Contact Center retains control of the call and sends a SIP INVITE message to Avaya Aura Experience Portal. Avaya Aura Contact Center specifies treatment parameters in the SIP INVITE message. 4. Avaya Aura Experience Portal passes the call to the sample CCXML dialog application on the Tomcat application server. 5. The CCXML dialog application accepts the call and retrieves IVR parameters from the SIP INVITE message. 6. The CCXML dialog application invokes the sample Context Creation Voice XML application with the parameters retrieved from Avaya Aura Contact Center. SIP header-based shared User-to- User Information (UUI) information is also extracted and passed to the Voice XML application. 7. The Context Creation Voice XML application streams Real-time Transport Protocol (RTP) streams into the associated Avaya Media Server conference, and prompts the customer to enter digits on their phone. 8. The Context Creation Voice XML application collects the digits entered by the customer. If the digits match the first account number (AccountA=123123) in the application s config.properties file, the application uses the Context Data for account A data from the configuration file and hex encodes it. If the entered digits match the second account (AccountB=456456) in the application s config.properties file, the application uses the Context Data for account B data from the configuration file and hex encodes it. The sample Context Creation application uses the account number details from the configuration files for illustration purposes. In a real solution, you can extract the context data from anywhere; be it an external database, a Customer Relationship Management (CRM) system, or from context gathered within the Orchestration Designer application. 9. The Context Creation Voice XML application then passes the encoded hex data back to the CCXML dialog application. 10. The CCXML dialog application returns the encoded hex data to Avaya Aura Contact Center in a SIP INFO message. The dialog application sets the type of the SIP message body to application/x-aacc-info. 11. The CCXML dialog application then drops out (BYE). 12. The Avaya Aura Contact Center SGM creates context information for the call by converting the hex encoded data in the SIP INFO message body into Contact Intrinsics. 13. The Avaya Aura Contact Center script logs the returned value. AACC and back-end AAEP integration using Context Creation Page 5 of 18

6 Sample application and code Avaya supplies sample AAEP Orchestration Designer projects with code and sample applications. Dialog.zip Sample Orchestration Designer project and Call Control XML sample code zip file. Dialog.war Sample Call Control XML Application Web application archive. ContextCreation.zip Sample Orchestration Designer project and Voice XML sample code zip file. ContextCreation.war Sample Voice XML Application Web application archive. The Context Creation sample code contains all the Voice XML code you need to collect call-related context information from AAEP. The following files are the most significant in the sample code zip file: Sample Orchestration Designer project files Dialog\.project Dialog\jsp\start.jsp ContextCreation\.project ContextCreation\jsp\start.jsp File purpose Orchestration Designer CC XML project file Main CC XML code file Orchestration Designer Voice XML project file Main Voice XML code file Avaya Aura Contact Center (AACC) can use a GIVE IVR command in an Orchestration Designer script to launch the sample Dialog application. The Dialog application then launches the Context Creation sample application to collect the digits entered by the customer. If the digits match the first account number (AccountA=123123) in the configuration file, the application hex encodes the Context Data for account A data from the configuration file. If the digits match the second account number (AccountB=456456) in the in the configuration file, the application hex encodes the Context Data for account B data from the configuration file. Extract from Context Creation config.properties file: <!-- Customer account A --> AccountA= <!-- Context Data for account A --> CustomDataA=<cc><i>AVP_SURNAME=Foley</i><i>AVP_CUSTOMERID=12345</i></cc> <!-- Customer account B --> AccountB= <!-- Context Data for account B --> CustomDataB=<cc><i>AVP_SURNAME=OCallaghan</i><i>AVP_CUSTOMERID=54321</i></cc> The sample Context Creation application uses the account number details from the configuration files for illustration purposes. In a real solution, you can extract the context data from anywhere; be it an external database, a Customer Relationship Management (CRM) system, or from context gathered within the Orchestration Designer application. The Context Creation application returns the hex-encoded context information to the sample Dialog application. The Dialog application sets the type of the SIP message to application/x-aacc-info and returns the encoded hex data to Avaya Aura Contact Center in a SIP INFO message. AACC takes the call-related context information stored in the SIP INFO message and uses it to generate call-related Contact Intrinsics and Call Attached Data (CAD). Contact Center then routes the call to an agent and performs a screen pop based on the Contact Intrinsic. AACC and back-end AAEP integration using Context Creation Page 6 of 18

7 The following is a sample of the Avaya Aura Contact Center Orchestration Designer script. Contact Center sends a SIP INVITE message into the Avaya Aura Experience Portal system. Avaya Aura Experience Portal passes the SIP call to a Dialog CC XML application. The CC XML application then invokes the Context Creation Voice XML application. The Context Creation application uses the customer account number and the config.properties file to create sample information. The Context Creation hex encodes the created information and passes it back to the Dialog application. The Dialog application uses the hex-encoded information and generates a SIP INFO message of type application/x-aacc-info. The Dialog application then sends the SIP INFO message back to Contact Center. The Contact Center SGM creates context information for the call by converting the hex encoded data in the SIP INFO message into Contact Intrinsics. The Orchestration Designer script can then access and use the Contact Intrinsics for the call, and pass the intrinsics on to Avaya Aura Agent Desktop. Extract from the Avaya Aura Contact Center Orchestration Designer script using the sample applications: ASSIGN "sip: sip-xdialog@siptraffic.com" TO serviceuri ASSIGN "invite" TO method ASSIGN "ContextCreation" TO voicexml ASSIGN "VXML" TO apptype ASSIGN "contextcreation" TO treatmenttype GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS vxmlto, vxmlfrom, method, apptype, treatmenttype RETURNS im_str WHERE im_str EQUALS VALUE "FAILURE": LOG "CONTEXT CREATION FAILURE" VALUE "NODATA": LOG "CONTEXT CREATION NODATA" VALUE "SUCCESS": LOG "CONTEXT CREATION SUCCESS" END WHERE ASSIGN "Retrieved Customer surname is: " TO im_str ASSIGN CONTACT DATA "AVP_SURNAME" TO im << URI to launch Dialog app << AACC SIP INVITE to AAEP << Context Creation << GIVE IVR call AAEP << Check AAEP Dialog return << AAEP Dialog return OK << Retrieve Contact Intrinsic Note: The complete Contact Center Orchestration Designer script is listed in the configuration section. AACC and back-end AAEP integration using Context Creation Page 7 of 18

8 The following is an extract from the Dialog CC XML sample application code. The Avaya Aura Contact Center Orchestration Designer script sends a GIVR IVR (SIP INVITE) message into the Avaya Aura Experience Portal system. The SIP INVITE message has treatmenttype set to contextcreation. Avaya Aura Experience Portal passes the SIP call to a Dialog CC XML application. The Dialog CC XML and Context Creation VoiceXML applications process the call, and return hex-encoded call-related information. Because the treatmenttype is set to contextcreation, the Dialog application returns a SIP INFO message of type application/x-aacc-info to the Contact Center. The Contact Center SGM recognizes this SIP message type and converts the context information in the call into Contact Intrinsics. The Orchestration Designer script can then access and use the Contact Intrinsics for the call, and Contact Center can pass them on to Avaya Aura Agent Desktop. Extract from the Dialog CC XML sample application code: <!-- Construct a SIP INFO message to send the data to AACC --> <script> var hints = new Object(); hints.sip = new Object(); hints.sip.requestmethod = 'INFO'; hints.sip.body = new Array(1); hints.sip.body[0] = new Object(); if (treatmenttype == "contextcreation") { << If AACC requests context creation, hints.sip.body[0].type = 'application/x-aacc-info'; << AAEP returns a 'application/x-aacc-info' INFO message } else { hints.sip.body[0].type = 'application/vnd.nortelnetworks.digits'; } if (treatmenttype == "pinvalidation") { hints.sip.body[0].msg = 'p=pin-validation\r\ny=string\r\nd=result%3d'+ validationresult + '\r\n'; } else if (treatmenttype == "contextcreation") { hints.sip.body[0].msg = 'p=context-creation\r\ny=string\r\nd=context%3d'+ contexttocreate + '\r\n'; } else { hints.sip.body[0].msg = 'p=digit-collection\r\ny=digits\r\nd=digits%3d'+ collecteddigits + '\r\n'; } </script> The Dialog Call Control XML application sends the SIP INFO message, containing data collected from the customer, back to Avaya Aura Contact Center. This sample Dialog application can return multiple values from Avaya Aura Experience Portal, rather than the single value returned by the Avaya Aura Contact Center sample PlayAndCollect VoiceXML application. The Context Creation sample application supports more complex data. The call-related context information is returned in a SIP INFO message body. This holds and transfers much more information than a SIP header can. AACC and back-end AAEP integration using Context Creation Page 8 of 18

9 Overview of configuration steps This section gives a high level overview of the main configuration steps in an integrated Avaya Aura Contact Center (AACC), Avaya Aura Unified Communications platform and back-end Avaya Aura Experience Portal (AAEP) solution. The examples used in this overview are based on the following server details: Server IP Address Avaya Aura Experience Portal (AAEP) server Apache Tomcat application server Avaya Media Server : Using Contact Center Manager Administration (CCMA), add the Avaya Aura Experience Portal server as a Media Server. Avaya Aura Experience Portal supports TCP/TLS only, UDP is not supported on the Avaya Aura Experience Portal side. The above screen shows the Avaya Aura Experience Portal (AAEP1) server and the Avaya Media Server (AMS) added as media servers. Avaya Aura Contact Center uses the media processing capabilities of Avaya Media Server to support conferencing, announcements and dialogs in SIP-enabled contact centers. Each Avaya Media Server in a contact center is configured in Contact Center Manager Administration as a Media Server and assigned to handle conference, announcement or/and dialogs media services. For this type of back-end IVR solution Avaya Media Server supplies only media conferencing capabilities. AACC and back-end AAEP integration using Context Creation Page 9 of 18

10 2: Using Contact Center Manager Administration (CCMA), configure the Avaya Aura Experience Portal media server to handle XDIALOG media services and treatment routes. The above screen shows Avaya Aura Experience Portal (AAEP1) configured to handle external media services (XDIALOG). The Avaya Media Server is configured to handle media conferencing (CONF). Note the Treatment Address is configured with "sip: to match the service URI as used in the Contact Center Orchestration Designer GIVE IVR command. 3: Download the AAEP-AACC integration sample application (Context Creation) from the Avaya DevConnect Web site, Download Experience Portal Orchestration Designer from the Avaya support Web site. Install the software on a computer in your solution. Orchestration Designer supplies a number of sample applications. Avaya recommends that you review these applications. A. Download the Contact Center sample application from Avaya Devconnect and copy it to Experience Portal Orchestration Designer computer. B. Modify the files to make them writable. Select all of the files, right-click and select Properties. Uncheck Read-only, and click Apply. C. Using Orchestration Designer, import the Contact Center sample application. [File > Import > General, Existing Projects into Workspace.] D. Examine the sample code and if necessary edit the properties file. E. Export the code to a Web Application Archive (WAR) file: a. Select the Contact Center sample application project, right-click and select Export. AACC and back-end AAEP integration using Context Creation Page 10 of 18

11 b. Expand Avaya OD Development. c. Select Export Orchestration Designer Speech Project. d. Click Next. e. Select a Destination Directory, for example configure the destination as C:\AAOD7.0.1\Exported. f. Click Next. g. For Platform, select Experience Portal. h. For Servlet container, select Apache Tomcat February 2015 i. Click Next. j. In the Packaging section, select Include extra files and folders, and on the pop-up message box, check config.properties. Click OK. k. In the Tracing section, uncheck Reset tracing in the deployed application to the default (disabled) settings. l. Click Finish. F. Export runtime files for the project: a. Select the Contact Center sample application project, right-click and select Export. b. Expand Avaya OD Development. AACC and back-end AAEP integration using Context Creation Page 11 of 18

12 c. Select Export Runtime Support files. d. Click Next. e. For Application Server, select Apache Tomcat 6.0. f. Check Export Orchestration Designer runtime configuration application. g. Select a Destination Directory, for example configure the destination as C:\AAOD7.0.1\Exported. h. Click Next. i. In the Pluggable Connector Common Libraries section, check Web services (Axis 1.4). j. In the Pluggable Connector Common Libraries section, check the Contact Center sample application library. k. Click Finish. G. This creates two files in C:\AAOD7.0.1\Exported: a. Copy runtimeconfig.war to the application server directory (/opt/appserver/tomcat/webapps) alongside the Contact Center WAR file. b. Copy runtimesupporttomcat6.zip to the Tomcat lib directory, /opt/appserver/tomcat/lib. H. Export the CCXML Dialog application to a Web Application Archive (WAR) file: a. Select the Dialog sample application project, right-click and select Export. b. Expand Avaya OD Development. c. Select Export Orchestration Designer Call Control Project. d. Click Next. e. Select a Destination Directory, for example configure the destination as C:\AAOD7.0.1\Exported. f. Click Next. g. For Platform, select Experience Portal. h. For Servlet container, select Apache Tomcat 6.0. i. Click Next. j. Click Include extra file and folders. AACC and back-end AAEP integration using Context Creation Page 12 of 18

13 k. On the Select Resources window, select all of the resources. Click OK. l. Click Next. m. Click Finish. 4: Add a Tomcat application server to your solution. Obtain the AACC-AAEP back-end integration sample applications from the Avaya DevConnect Web site, Copy the Dialog.war file to the Tomcat webapps directory. Copy the ContextCreation.war file to the Tomcat webapps directory. Restart Tomcat to automatically expand the two Web application archive (WAR) files. The Dialog Call Control and Context Creation Voice XML applications are now installed on the Tomcat application server and can be accessed and used by Avaya Aura Experience Portal. AACC and back-end AAEP integration using Context Creation Page 13 of 18

14 5: On Avaya Aura Experience Portal, under System Configuration, add the Dialog and Context Creation applications. The above screen shows the Voice XML Context Creation application and the CC XML Dialog application, both available on the Tomcat Application Server ( ). 6: Configure the Dialog Application as an Inbound application. Avaya Aura Experience Portal supports the mapping of a Universal Resource Indicator (URI) to a specific application. The inbound URI then determines which application to launch. Configure the Dialog Application to be launched by the URI sip-xdialog. This Contact Center provided URI is configured in CCMA Media Services and Routes. Configure this application to support shared UUI for Operation Mode select Shared UUI. Configure Text-to-Speech (TTS) for this application. AACC and back-end AAEP integration using Context Creation Page 14 of 18

15 7: Configure the Context Creation application as an Inbound application. In this example the Context Creation application is configured to be launched by the number Configure this application to support shared UII for Operation Mode select Shared UUI. Configure Text-to-Speech (TTS) for this application. AACC and back-end AAEP integration using Context Creation Page 15 of 18

16 8: The Contact Center script sends sip: to the Avaya Aura Experience Portal (AAEP). Avaya Aura Experience Portal uses sip-xdialog to launch the Call Control XML application. The CC XML application invokes the Context Creation application to collect customer data and returns the data. The CC XML application returns the collected digits to AACC in a SIP INFO message. Example of Contact Center Orchestration Designer GIVE IVR script: /* AEP Context Creation */ ASSIGN CONTACT DATA "SIP_FROM_ADDRESS" TO c_sip_from_add_cv ASSIGN CONTACT DATA "SIP_TO_ADDRESS" TO c_sip_ to_add_cv ASSIGN c_sip_from_add_cv TO vxmlto ASSIGN c_sip_ to_add_cv TO vxmlfrom GIVE RINGBACK WAIT 2 ASSIGN "Retrieved UUI data is: " TO im_str ASSIGN CONTACT DATA "SIP_UUI_1" TO im APPEND im to im_str ASSIGN "sip: sip-xdialog@siptraffic.com" TO serviceuri ASSIGN "invite" TO method ASSIGN "ContextCreation" TO voicexml ASSIGN "VXML" TO apptype ASSIGN "contextcreation" TO treatmenttype GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS vxmlto, vxmlfrom, method, apptype, treatmenttype RETURNS im_str WHERE im_str EQUALS VALUE "FAILURE": LOG "CONTEXT CREATION FAILURE" VALUE "NODATA": LOG "CONTEXT CREATION NODATA" VALUE "SUCCESS": LOG "CONTEXT CREATION SUCCESS" END WHERE The Contact Center script places the result of the Context Creation IVR session in the RETURNS value im_str. If the process was successful, the Contact Center will have generated Contact Intrinsics and/or CAD from the context information received from Avaya Aura Experience Portal, and that data can be retrieved and checked using the ASSIGN CONTACT DATA script command. Use this Orchestration Designer script as a sample starting point when deploying your solution. AACC and back-end AAEP integration using Context Creation Page 16 of 18

17 Conclusion A combined Avaya Aura Contact Center and Avaya Aura Experience Portal solution gives customers exceptional service and improved efficiency. Back-end Avaya Aura Experience Portal automation reduces contact center operating costs and improves Customer Satisfaction (CSAT). Avaya Aura Experience Portal uses Call Control XML and Voice XML applications to integrate with Avaya Aura Contact Center. This gives enterprises complete flexibility and control of the solution integration. The Avaya Aura Experience Portal and Avaya Aura Contact Center solution is highly flexible and efficient. Avaya supplies sample Voice XML applications for the rapid integration of a back-end Avaya Aura Experience Portal system with an Avaya Aura Contact Center. Avaya Aura Contact Center sends a GIVE IVR SIP INVITE message (with treatment type set as Context Creation) to Avaya Aura Experience Portal sample applications. The sample applications return a SIP INFO message (of body type 'application/x-aacc-info') containing hex-encoded context information to Avaya Aura Contact Center. Avaya Aura Contact Center parses the hex-encode information to create Contact Intrinsics. This method supports the transfer of more data than is supported by the SIP User-to- User Information (UUI) header or P-Intrinsics header methods. Avaya Aura Contact Center with back-end Avaya Aura Experience Portal at a glance Avaya Aura Contact Center Release Avaya Aura Experience Portal Release Avaya Aura Experience Portal Orchestration Designer Apache Tomcat application server Avaya Aura Communication Manager Avaya Aura Session Manager Avaya Aura Application Enablement Services server SIP INFO message Contact Intrinsics Microsoft Windows Server 2008 Release 2, 64 bit Standard or Enterprise Editions Red Hat Enterprise Linux 6.4, 64-bit Release Version , Red Hat Enterprise Linux 6.5, 64-bit Release with SP8, 6.2, 6.3 FP4 Release 6.1, 6.2, 6.3 FP4 Release 6.1, 6.2, 6.3 FP4 8K bytes total maximum. Maximum of 10 key value pairs (only ASCII key value pairs are supported): key = 25 characters maximum value = 80 characters maximum And 4729 characters of Call Attached Data (CAD) within the CC application. AACC and back-end AAEP integration using Context Creation Page 17 of 18

18 Reference For more information about Avaya Aura Contact Center, see Avaya Aura Contact Center Fundamentals and Planning ( ) on For more information about Avaya Aura Experience Portal, see Planning for Avaya Aura Experience Portal on the Avaya support Web site, For more information about Avaya Aura Experience Portal Orchestration Designer, see the Avaya DevConnect Web site, Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein. AACC and back-end AAEP integration using Context Creation Page 18 of 18

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