Using ACCCM Avaya Voice Portal/Experience Portal sample application

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1 Using ACCCM Avaya Voice Portal/Experience Portal sample application Release 7.0 SP1 Issue 1.1 May 2013

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4 Contents Chapter 1: Introduction... 3 ACCCM overview... 3 Key features... 3 ACCCM Interactive Voice Response overview... 4 Solution architecture... 4 Chapter 2: Managing IVR in ACCCM... 6 Creating IVR Points in ACCCM... 6 Creating IVR Point Groups in ACCCM... 7 Creating Dynamic Menus in ACCCM... 8 Creating Dynamic Prompts in ACCCM Using Marketing Prompts Using Regional Prompts Using District Prompts Managing Transfer Destinations in ACCCM Statistical Transfers Multi language supports Supporting multi-site personalization Deleting Transfer Modules Managing Schedules in ACCCM Deleting Schedules Managing General Exceptions or Holidays Mapping Between a DNIS to an Application Chapter 3: Installing Reusable Modules (.wars) Chapter 4: Importing Sample Application Chapter 5: Deploying projects as Avaya Dialog Designer or Orchestration Designer Modules Chapter 6: Using Reusable Modules in Sample Application Sample Application overview Using the Proxy100 module Using the Dynamic Message module Using the Proxy350 module (Dynamic Menu) Using the Proxy250 module (Transfer) Chapter 7: Testing the configuration from the Web API Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

5 Chapter 1: Introduction This chapter includes: ACCCM overview on page 3 Key features son page 3 ACCCM Interactive Voice Response overview on page 4 Solution architecture on page 4 ACCCM overview The Avaya Contact Center Control Manager (ACCCM) system is a centralized operational administration solution that provides a comprehensive solution for administrators to support day-today operations. ACCCM complements the entire Avaya Contact Center suite by combining and integrating key management and administration tasks of a wide range of contact center entities. With the ACCCM system, administrators can unify, streamline, and centralize the management of Avaya Aura Contact Center (AACC) operations. In addition, the administrator can track events and take necessary action to meet customer needs. The ACCCM system is for Avaya customers using different Avaya Contact Center Business Unit (CCBU) products and solutions. The ACCCM system integrates with a Unified Communication infrastructure based on Avaya Aura Communication Manager (CM) and Avaya Aura Session Manager. ACCCM integrates with and supports operational administration of Avaya Contact Center suite, including the following: Avaya Modular Messaging (MM) Avaya AUDIX Messaging Avaya Call Management System (CMS) Avaya IQ (IQ) Avaya Aura Call Center Elite Multichannel (EMC) Avaya Interaction Center (IC) Avaya Voice Portal (AVP) Avaya Aura Experience Portal (AAEP) Avaya Proactive Contact (PC) Avaya Proactive Outreach Manager (POM) Avaya Aura System Manager Avaya Aura Messaging Avaya Aura Session Manager Avaya Aura Application Enablement Services Avaya one-x Agent (one-x Agent) Avaya Aura Workforce Management Avaya Aura Contact Center (AACC) with Elite customers who are interested using a blended environment (Voice on Elite with Multimedia on AACC) Non-Avaya third-party Workforce Optimization (WFO) solution Key features 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 design and vector management. Role-based permissions and multi tenancy support. Full Microsoft Active Directory integration with single sign-on (SSO) functionality. 3 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

6 ACCCM Interactive Voice Response overview ACCCM Interactive Voice Response (IVR) Management exposes the administration capabilities of the IVR script to non technical users who do not have knowledge of the Avaya Dialog Designer/Orchestration Designer or IVR development. The ACCCM Web portal provides a simplistic Web interface for users to manage the following components: Menus Prompts Transfer destinations Schedules You can use a set of reusable Avaya Dialog Designer or Avaya Aura Orchestration Designer modules to replace the standard Web interface components commands with ACCCM-activated commands. With these features, you can change the behavior of the IVR application in real-time. The users need not write a single line of code, compile the code, or deploy the applications into the application server. Each section in the IVR script is called an IVR Point. The user can manage the IVR point in the ACCCM application. The following table explains the different types of IVR points in the ACCCM system: IVR point type Prefix Dynamic Prompt AYY.XX. For example: A10.1 Dynamic Menu DYY.XX. For example: D10.1 Transfer/Schedule decision Point BYY.XX. For example: B10.1 Use the prefix for each point to provide a logical structure in the IVR application. From the table, YY corresponds to module number and XX corresponds to point number. For example, if you have an IVR script that includes several menus and all the scripts in the same module, for instance Sales Module Number 10, then all dynamic menus will be D10.xx. In this case, xx represents a unique menu number, D10.1 has main menu, and D10.2 is sub-menu number 1. Similarly, you can use the Dynamic prompts and transfer points. Solution architecture The ACCCM IVR Connector includes the following components: Component Configuration database Data Memory Storage (DMS) Database Loader ACCCM Web Portal Description A database that stores the entire configuration of the ACCCM IVR Connector. A shared memory component that allows the IVR systems to communicate with the ACCCM application server and retrieve configuration data. A Windows service for loading information from the configuration database into the Data Memory Storage based on a predefined interval. A Web based interface for users to create, update, or delete IVR related information within ACCCM. 4 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

7 Each Avaya Voice Portal application that integrates to the ACCCM IVR connector communicates with the DMS component through a Web service. In an environment, you can install multiple DMS components to support High Availability and geographical distribution. The ACCCM configuration database is a central database that stores the entire system configuration. You can replicate the database between sites, if required. NOTE: Avaya does not supply the database replication service with the solution. You must contact Avaya Professional Services. The following illustration displays the solution architecture: The ACCCM IVR Web service includes several requests that are described in detail as part of this guide. The DB Loader service updates the shared memory component and you can configure the reload time the DbLoaderSchedule.xml that is located in the NAV360Proxy_Configurations folder. A single Data Memory Storage (DMS) component can support up to 400 concurrent AVP ports. The architecture of the solution allows you to distribute, as many DMS components that you require in the environment. The strength of the DMS architecture is that you can allow the IVR to work even if the DB loader does not have access to the configuration database. The DMS stores a copy of the configuration and it can work without the reload. 5 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

8 Chapter 2: Managing IVR in ACCCM This chapter includes: Creating IVR Points in ACCCM on page 6 Creating IVR Point Groups in ACCCM on page 7 Creating Dynamic Menus in ACCCM on page 8 Creating Dynamic Prompts in ACCCM on page 11 Managing Transfer Destinations in ACCCM on page 18 Managing Schedules in ACCCM on page 24 Creating IVR Points in ACCCM 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to IVR Points > IVR Points. 3. On the IVR Points tab, click Add IVR Point. The system displays the following page: 4. In the IVR Point ID field, type the IVR point ID. NOTE: The point ID is a unique value to enter the ACCCM IVR implementation. 5. In the IVR Point Description field, type a description for Point ID. 6. From the IVR Point Sub Type drop-down list, select the appropriate IVR sub type. Based on the IVR Point ID you type in the IVR Point ID field, the system displays the correspond values in the IVT Point Sub Type field. For example, if the value is D200.1 in the IVR Point ID field, then the system displays the Dynamic Menu in the IVT Point Sub Type field as follows: 6 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

9 If you have opted for Dynamic Menu from the IVT Point Sub Type field, the system displays the following fields: Perform the following steps: a. In the First number of 50 Prompts range drop-down list, type the range number for the corresponding Point ID. b. The application generates a range of 50 prompts. You can use these prompts for each dynamic message point. c. Leave the Module Number field blank. NOTE: You must create Dynamic Menus in ACCCM after creating an IVR point from type of Dynamic Menu. See Creating Dynamic Menus in ACCCM on page Click Save to add the record. Once you complete the configuration of a new IVR point, you can use the IVR point in the Avaya Dialog Designer or Orchestration Designer script for ACCCM dynamic capabilities. Creating IVR Point Groups in ACCCM If you are running a multi-tenant environment, or if you want to deploy security in the IVR management application, you must organize the different IVR points into groups. By organizing the IVR points into groups, you can assign users with permissions to view specific parts of the IVR script by assigning them permissions to IVR points. For example, the sales department can manage only the sales related IVR points, while the service department can manage only the service related IVR points. Perform the following steps to create an IVR Point group: 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to IVR Points > IVR Point Groups. 7 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

10 3. On the IVR Point Groups tab, click Add IVR Point Group. The system displays the following page. 4. In the IVR Point Group Name field, type the IVR group. 5. From the Avaialbe IVR Points pane, select the relevent IVR points and click > to add the IVR points. The system displays the selected IVT points in the Chosen IVR Points pane. 6. Click Save to add the record. Creating Dynamic Menus in ACCCM You must create Dynamic Menus in ACCCM after creating an IVR point from the type of Dynamic Menu. Perform the following steps to create dynamic menus in ACCCM: 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to Dyn. Menus > Dynamic Menu. 8 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

11 3. Double-click the relevant Dynamic Menu from the list to edit the menu. Note: The system creates the dynamic menus automatically when you create an IVR Point from the type of Dynamic Menu. See step 6 in Creating IVR Points in ACCCM on page 6. The system displays the following page: NOTE: The system generates the Dynamic Menu Number and IVT Point fields automatically. 4. In the Dynamic Menu page, perform the following steps: a. From the General Prompt Number field, type the valid number of the prompt or phrase that the system must play in the beginning of the menu. For example Thank you for calling Avaya. The number must exist in the system. b. From the Campaign drop-down list, select the appropriate campaign name for reporting purposes. If you do not want to use the campaign feature, select the default campaign. To create Campaigns, go to the main menu, navigate to the Dynamic Menu section, and select the Campaigns tab. c. Select the Enable All option if you want the menu to be active. The system displays the Enable All option if you have activated the Menu in the IVR script. If you do not select the Enable All option, the system does not allow the caller to listen to the menu when the call reaches the IVR point. Instead, the system moves the call to the next step in the IVR script. 9 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

12 For each menu selection from 1 through 9, there is a section on the screen that allows you to configure the menu selection option for the system to play for the customer. You can dynamically add or remove menu selection options from ACCCM. 5. In the Menu Option 1 field, perform the following steps: a. In the Prompt Number field, type the prompt number that the system must play for the Menu selection. For example: For support press 1. b. From the Function Type drop-down list, select the type of action that the system must take if the customer selected this Menu option. The available values are: Option Prompt Dynamic Menu Transfer IVR Point Description Use the Prompt option if you want the system to play a prompt. Use the Dynamic Menu option if you want the system to move the menu to another dynamic menu. Use the Transfer option if you want the system to transfer the call that is moves the call to a transfer point, not directly to the destination. The call is transferred from the transfer point. Use the IVR Point option if you want the system to move the call to another IVR point in the IVR script. c. From the Function Value drop-down list, select a destination. The Function Value field parameters are based on the value you selected in the Function Type field. For example, if you have selected a function type of prompt, then the value will be the prompt number that the system plays for the customer. If you have selected a function type as Dynamic Menu, then you can select the dynamic menu from a drop-down list that the system plays for the customer. d. In the Function Message field, type a text description of the prompt that is played for this menu selection option. e. Select the Enable option, if you want the system to play the menu selection for the customer. f. From the Schedule drop-down list, select a schedule to schedule the IVR activity. The ACCCM system allows you to schedule the IVR activity. You can assign a schedule to the menu selection, and control from the schedule when the 10 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

13 system plays the menu selection. For more information, refer to the schedule section in this guide. 6. Repeat the sub-steps from a through f in step 5 of this procedure for each menu selection from 1 through Click Save to update the menu. If you configured the following menu (only selections 1-2) then, when a call enters the menu, the system plays the Prompt Number: The customer listens to the Prompt Number: 1000 and selects Option Number 1. If the customer selects this option, then the customer can listen to Prompt Number: Then the customer listens to Prompt Number 1001 and can select Option Number 2. If the customer selects this option, the customer can listen to Prompt Number: Creating Dynamic Prompts in ACCCM You must create Dynamic Prompts in ACCCM after you create an IVR Point from the type of Dynamic Prompt. For each IVR Point that you have created as point from the type of Dynamic Prompt, ACCCM creates a range of prompts that you can use at this point. See Creating IVR Points in ACCCM on page 6. You create Dynamic Prompts to create logic in the Dynamic Prompt structure. For example, service department uses the prompts ranging from 7000 to 7020 and sales departments use the prompts ranging from Following are the types of Dynamic Prompts in ACCCM: Marketing: Use the marketing types of messages for any commercial message that you want to play to the customers. For procedure, see Using Marketing Prompts on page 12. Service Regional: With the ACCCM system, you can use the service related prompts based on the customers region. To do that, you must implement a process in the IVR application that allows you to identify the customer, and decide to which region the customer belongs. The region must be sent to the ACCCM system to personalize the messages that the customer can hear. For procedure, see Using Regional Prompts on page 13. Service District: With the ACCCM system, you can use the service related prompts based on the customers district. To do that, you must implement a 11 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

14 process in the IVR application that allows you to identify the customer, and decide to which District the customer belongs. The district must be sent to the ACCCM system to personalize the messages that the customer can hear. See Using District Prompts on page 16. Using Marketing Prompts With Marketing Prompts, you can play commercial message to customers. Perform the following steps if you do not intend to use any personalized greetings based on region or district and use only the marketing dynamic prompts. 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to Dyn. Prompts > Prompts. 3. Double-click the relevant Dynamic Prompt from the list to edit the prompt. Note: The system creates the dynamic prompt automatically when you create an IVR Point from the type of Dynamic Prompt. See Step 6 in Creating IVR Points in ACCCM on page 6. The system displays the following page: 4. In the Dyn. Prompts Menu page, perform the following steps: a. In the Prompt Number field, type the prompt number that the system plays for this Dynamic Prompt. The prompt must be part of the URL_Voice. b. In the Prompt Description field, describe the prompt. c. From the IVR Point drop-down list, select the IVR point that is assigned to this prompt. By default, the system assigns the prompt to the IVR point you created as a 12 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

15 point from the type of Dynamic Prompt. d. From the Prompt Type drop-down list, select Marketing as the Prompt type. e. In the Prompt Contents field, type the content of the prompt. f. Select the Enable Prompt option if you want the system to activate the prompt. g. From the Prompt Schedule drop-down list, select a schedule for the system to prompt. You can assign all dynamic prompts to a schedule that activates or deactivates the prompt. For information on the scheduling capabilities, see Managing Schedules in ACCCM on page 24. You can activate unlimited number of prompts to be played in the same IVR Point. For example: In this scenario, you can see that you have three prompts (700,701, 702). All the three prompts are activated in the same IVR point: A When a call enters the IVR point, the customer listens to all three prompts. The prompt order is based on the prompt number. Using Regional Prompts With Regional Prompts, you can personalize prompts based on the customer region. You can also customize the Regional Prompt feature and use the feature as a personalization parameter. For example: customer type. The ACCCM proxy layer sends the list of prompts that a customer can listen in each IVR point. For more information, see Using the Proxy100 module on page 43. Perform the following steps to create Regions or any other parameter that you can use as the personalization parameter in the IVR script: 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to Dyn. Prompts > Regions. 13 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

16 3. In the Regions page, click Add. The system displays the following page: 4. In the Add Regions page, perform the following steps: a. In the Region Index field, type a unique number that identifies the region. The region index is the ID, the IVR application must send to the ACCCM proxy to receive a list of Dynamic Prompts that are played to the customer. b. From the Belongs To District drop-down list, select of a region that belongs to the district. If you do not want to use the district feature, you can assign the Region to any District from the list. c. In the Region Name field, type the name for the region. d. Click Save to add a region. 5. Return to the ACCCM IVR Management menu, navigate to Dyn. Prompts and select the Prompts Region tab. 6. In the Prompts Regions page, click Add. The system displays the following page: 14 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

17 7. In the Add Regions page, perform the following steps: a. Leave the Prompt Region Index field blank. The system displays the Prompt Region Index field in Read Only format and is a system-generated value. b. From the IVR Point drop-down list, select the IVR point from where you want to play the regional prompt from the list of IVR points. c. In the Prompt Region drop-down list, select the region which is assigned to the prompt. d. In the Prompt Region Default field, type a valid prompt number that the system plays for this region. e. Select the Prompt Region Enabled option, if you want the customers to listen to the default prompt. If you disable the option, the system does not play the prompt. f. From the Prompt Region Alternative A drop-down list, select a second prompt that the system can play after the default one, or in case the default one is disabled, the system plays the alternative A first. g. Select the Prompt Region Alternative A option, if you want to the customers to listen to the Alternative A option. If you disable the option, the system does not play the Alternate A option. h. From the Prompt Region Alternative B drop-down list, select a second prompt that the system can play after the default one, or in case the default one is disabled, the system plays the alternative B first. i. Select the Prompt Region Alternative B option, if you want to the customers to listen to the Alternative B option. If you disable the option, the system does not play the Alternate B option. j. From the Prompt Region Alternative C drop-down list, select a second prompt that the system can play after the default one, or in case the default one is disabled, the system plays the alternative C first. k. Select the Prompt Region Alternative C option, if you want the customers to listen to the Alternative C option. If you disable the option, the system does not play the Alternate C option. l. Click Save to add a regional prompts. Note: The regional prompts that are assigned as the default prompt from alternative A through C must also be activated from the Prompt tab. If you do not activate the prompts from the Prompt tab, then the system does not play the prompts you assigned to the region. 15 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

18 Once you activate the prompts from the main Prompt management section, you can disable or activate the prompts from the Prompts Region tab of the application. To test the configuration, you must perform the steps described above and then go to Chapter 7: Testing the configuration from the Web API on page 47 and use the region index as one of the parameters you use in the proxy 100 request. Using District Prompts With District Prompts feature, you can personalize prompts based on the customer district. You can also customize the District Prompts feature and use the feature as a personalization parameter. For example: customer type. The ACCCM Proxy layer sends the list of prompts that a customer can list in every IVR point. For more information, see Using the Proxy100 module on page 43. Perform the following steps to create District Prompts or any other parameter that you can use as the personalization parameter in the IVR script: 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to Dyn. Prompts > Districts. 3. In the Districts page, click Add. The system displays the following page: 16 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

19 4. In the Add Regions page, perform the following steps: a. In the District Index field, type a three-letter unique identifier that identifies the district. The District index is the ID the IVR application sends to the ACCCM proxy to receive the list of Dynamic prompts that are played to the customer. b. In the District Name field, type a name for the district. c. Click Save to add a region. 5. Return to the ACCCM IVR Management menu, navigate to the Dyn. Prompts, and select the Prompts District tab. 6. In the Prompts District page, click Add. The system displays the following page: 7. In the Add Regions page, perform the following steps: a. Leave the Prompt District Index field blank. The system displays the Prompt District Index field in Read Only format and is a system-generated value. b. From the IVR Point drop-down list, select the IVR point from where you want to play the district prompt from the list of IVR points. c. In the Prompt District drop-down list, select the district which is assigned to the prompt. d. In the Prompt District Default field, type a valid prompt number that the system plays for this district. e. Select the Prompt District Enabled option, if you want the customers to listen to the default prompt. If you disable the option, the system does not play the prompt. f. From the Prompt District Alternative A drop-down list, select a second prompt that the system can play after the default one, or in case the default one is disabled, the system plays the alternative A first. g. Select the Prompt District Alternative A option, if you want the customers to listen to the Alternative A option. If you disable the option, the system will 17 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

20 not play the Alternate A option. h. From the Prompt District Alternative B drop-down list, select a second prompt that the system can play after the default one, or in case the default one is disabled the system plays the alternative B first. i. Select the Prompt District Alternative B option, if you want the customers to listen to the Alternative B option. If you disable the option, the system does not play the Alternate B option. j. From the Prompt District Alternative C drop-down list, select a second prompt that the system can play after the default one, or in case the default one is disabled the system plays the alternative C first. k. Select the Prompt District Alternative C option, if you want the customers to listen to the Alternative C option. If you disable the option, the system does not play the Alternate C option. l. Click Save to add a regional prompt. Note: For the district prompts you have just assigned as the default prompt, you must enable alternative A-C from the Prompt tab. If you do not activate the prompts from the prompt tab, the system does not play the assigned prompts. Once you activate the prompts from the main Prompt Management section, you can disable or activate the prompts from the Prompts Region tab of the application. To test your configuration, perform the steps described above and then go to Chapter 7: Testing the configuration from the Web API on page 47 and use the region index as one of the parameters you use in the proxy 100 request. Managing Transfer Destinations in ACCCM With the ACCCM system you can manage Transfer Destinations dynamically from the ACCCM web interface. Use the Transfer Management feature to change the destination where the call is transferred from IVR to an internal or external destination. For example, transferring calls to VDN 4000 instead of VDN Each Transfer Module in ACCCM is a configuration that represents a call transfer logic. To create a transfer point that uses the Dynamic Transfer capabilities of ACCCM, you must create a Transfer Module. 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 18 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

21 2. On the ACCCM IVR Management menu, click the Transfer tab. 3. In the Transfer page, click Add. The system displays the following page: 4. In the add Transfer page, perform the following steps: a. In the Transfer Number field, type a unique number to transfer module. b. From the Transfer Site drop-down list, select an appropriate site. ACCCM transfer module can use a site-based logic for call routing. If you have a multi-site environment, refer to Supporting multi-site personalization on page 22. c. In the Transfer Description field, type the description of transfer module. d. In the Transfer Hebrew DN Main field, type the DN number where the site will be transferred for default language. If you are deploying a multi-language IVR solution, refer to Multi language supports on page 21. e. From the Transfer Statistics Main drop-down list, select a value from 0 to 9. The value corresponds to the number of calls that must be transferred to the destination. The ACCCM system includes a feature that can transfer calls from every Transfer Module based on statistics that you can configure as part of the transfer module. For more information, refer to Statistical Transfers on page 21. f. From the Schedule Main drop-down list, select the schedule of the transfer point. For more information, refer to Managing Schedules in ACCCM on page Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

22 g. In the Transfer Lang2 DN field, type the DN for the second language, for example, LNG2. h. In the Transfer Lang3 DN field, type the DN for the third language, for example, LNG3. i. In the Transfer Lang4 DN field, type the DN for the fourth language, for example, LNG4. j. In the Transfer English DN2 field, type the second transfer destination that can be used if statistical based transfers are implemented. k. From the Transfer Statistics 2 drop-down list, select the number of calls that must be transferred to the destination. The value must be a number between 0-9 (the counter is 10 calls). l. From the Schedule 2 drop-down list, select the schedule of the transfer point. For more information, refer to Managing Schedules in ACCCM on page 24. m. In the Transfer English DN3 field, type the third transfer destination that can be used if statistical based transfers are implemented. n. From the Transfer Statistics 3 drop-down list, select the number of calls that must be transferred to the destination. The value must be a number between 0-9 (the counter is 10 calls). o. From the Schedule 3 drop-down list, select the schedule of the transfer point. For more information, refer to Managing Schedules in ACCCM on page 24. p. In the Statistical Counter field, type the number of calls that are counted as part of statistical transfer. 5. Click Save to add the Transfer Destination. 6. On the ACCCM IVR Management menu, navigate to IVR Points and select the IVR Points tab. 7. On the IVR Points tab, click Add IVR Point. The system displays the following page: 8. Create a new IVR point from type Transfer. The value must be yy.xxx. 20 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

23 9. From the Transfer drop-down list, select the transfer module you created in the previous steps. 10. Click Save. To test the configuration, you can perform the steps described above, go to Chapter 7: Testing the configuration from the Web API on page 47 and use the region index as one of the parameters you use in the proxy 250 request. Statistical Transfers Each ACCCM Transfer Module supports transferring calls based on statistics to up to three different destinations. For example, you can configure ACCCM to transfer 3 out of 10 calls to VDN 4000, 5 out of 10 calls to VDN 4001, and 2 out of 10 calls to VDN The following screen is an example of the configuration required for this scenario: For each transfer destination, a configuration called Transfer Statistics X, represents the number of calls that must be transferred to this destination. The system displays the Statistics Counter field at the bottom part of the screen controls with the number of calls. To test the configuration, you can perform the steps described above and then go to Chapter 7: Testing the configuration from the Web API on page 47. Use the region index as one of the parameters you use in the proxy 250 request. Multi language supports With ACCCM Transfer Modules, you can transfer calls based on the customer s language. The customer language is a parameter that must be sent by the IVR application to the ACCCM Proxy request Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

24 By default, ACCCM Transfer Module supports up to four languages. The following table lists the language parameters that you can use in the script: Language Prefix English ENG Custom language 2 LNG2 Custom language 3 LNG3 Custom language 4 LNG4 When the IVR Application calls the proxy 250 request, it must pass the language prefix. Based on the language prefix, the system returns the transfer value for the relevent prefix. Supporting multi-site personalization The ACCCM Transfer module supports multi-site environments. If you have a multi-site environment with a centralized IVR application, you can transfer calls to different destinations when they arrive to specific sites. For example, Company A has deployed a multi site Contact Center with an IVR application. There are two sites, namely, New York and Chicago. Both sites have IVR servers (MPP) and there is a local connectivity to the PSTN. The Contact Center business logic of Company A want to route the calls that arrive to the IVR system in New York through VDN 4000 and all calls that arrive to the IVR system in Chicago through VDN Instead of making changes in the IVR script, you can use the same transfer module that you have in place in the IVR script and transfer calls to different destinations based on the site. A site is a parameter that you can use in many different ways. One way is described in the above example. You can also decide that a site is a parameter, which is related to a specific customer and by doing so you can create personalized transfers in your IVR system. 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to General > Sites. 3. In the Sites page, click Add. 22 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

25 4. In the Add sites page, perform the following steps: a. In the Site ID field, type a unique number that represents the site. b. In the Site Name field, type the site name. Every transfer module created in ACCCM is assigned to a site: To use a multi site routing decision, you must create two transfer modules with the same transfer number. The difference between the two transfer modules will be the transfer site and the content of the transfer destinations: Deleting Transfer Modules 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to Transfer > Unbound. 3. In the Unbound page, select a schedule from the list and click Delete. NOTE: You cannot delete thetransfer Modules that are currently assigned to IVR points. The system displays all thetransfer Modules that are assigned to the IVR points in the 23 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

26 Bound tab and all the transfer modules that are not assigned in the Unbound tab. Managing Schedules in ACCCM The ACCCM IVR management provides the ability to schedule events within the AVP call flow. You can schedule the following modules: Module Transfer Modules Dynamic Prompts Dynamic Menus Description You can assign each Transfer Module to a schedule that controls the working hours of a Transfer Module. If a schedule is open, the system transfers all calls to the Transfer Destination based on the rules defined in the Transfer Module. If a schedule is closed, the system does not transfer a call. Instead, it plays a message to the customer and includes the standard working hours that are returned by the ACCCM Proxy. You can assign each Dynamic Prompt to a schedule when the system plays the prompt. If a schedule is open, the system plays a prompt to the customer. If a schedule is closed, then the customer does not hear the prompt. The system moves the prompt to the next step in the IVR script. You can assign each Dynamic Menu to a schedule irrespective of whether the menu status is active or inactive. You can assign each Menu Selection within a menu to a schedule. For example, you can configure a menu that dynamically plays or hides the Menu Selection number 3 based on the schedule. You can assign a single ACCCM Schedule to multiple objects. For example, you can assign a Holiday Schedule to Transfer Destinations and Dynamic Menus. Perform the following steps to manage schedules: 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to the Schedule > Schedule Headers. 24 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

27 3. In the Schedule Headers page, click Add. The system displays the following page: 4. In the Add Schedule Headers page, perform the following steps: a. In the Schedule Index field, type a unique number that represents a schedule. b. In the Schedule Description field, type the description of the schedule. c. Ensure that in the Schedule Locked Result drop-down list, the value is set to 1. This is for future use. d. Select the Apply General Exceptions check box, to select all General Exceptions configured in the system are applied on this schedule. e. Select the Show Holidays option, to display all General Exceptions. 5. In the Schedule Default pane, click Edit. 6. In the Schedule Default pane, select the days and time for default hours. The days and hours that appear in this pane, controls when the schedule is open. 7. In the Schedule Exception pane, click Edit. 25 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

28 In the above configuration, the standard working hours in each week day and the exception occurs on 3/9/2011 and closes the schedule between 8 A.M to 5 P.M. 8. In the Schedule Exception pane, select the days and time when the schedule is closed. The exception is specific to dates or hours that you can decide on, when the schedule is closed. For example, use the exceptions to configure a holiday. 9. Click Save to add the Schedule Header. Deleting Schedules 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to Schedule > Unbound. 3. In the Unbound page, select a schedule from the list and click Delete. NOTE: You cannot delete schedules that are currently assigned to IVR points. All schedules that are assigned to IVR points appear in the Bound tab, while all schedules that are not assigned appear in the Unbound tab. 26 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

29 Managing General Exceptions or Holidays With the ACCCM system, you can pre-configure all the holidays, and general exception dates and time in advance, and use the exceptions in the schedules. 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to the Schedule > Holiday. 3. In the Holiday page, click Add. 4. In the Add Holiday page, perform the following steps: a. In the Holiday Index field, type a unique number that represents a holidayor general exception. b. From the From Date drop-down list, select the start date and time. c. From the To Date drop-down list, select the end date and time. d. From the Schedule Exit Number drop-down list, select a number. The default value is 1. e. In the Description field, type the holiday description or general exception. 5. Click Save to add a general exception or a holiday. 6. To apply the General Exception or holidays to a Schedule, perform the following steps: a. Go to the ACCCM IVR Management menu, navigate to the Schedule and click the Schedule Header tab. 27 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

30 b. In the Schedule Headers page, select a schedule. 7. Click Save. c. Select the Apply General Exceptions check box to activate General Exception for the selected schedule. Mapping Between a DNIS to an Application With the ACCCM system, you can manage the mapping between the DNIS of the caller and a specific IVR point. Depending on the two parameters that are mapped to each other, the ACCCM system analyzes a caller, and moves the caller to a specific point in the IVR script: Parameter DNIS Customer Type Description The number the customer calls. The ACCCM system allows you to manage customer types. Based on the type of the customer and the customer mapping to a DNIS, you can decide how you want the system to handle the call. For example, if you have one main number that all customers are using , the number leads to the main IVR application. However, to identify a VIP caller and move the caller to a different application in the IVR script, you must create two customer types. 1. Log on to the ACCCM IVR Management Web interface as administrator. The system displays the ACCCM IVR Management main page. 2. On the ACCCM IVR Management menu, navigate to the DNIS > Billing Customer Type. 28 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

31 3. In the Billing Customer Type page, click Add to create a new customer type. 4. In the Billing Cust. Type page, perform the following steps: a. In the Billing Customer Type field, type the name of the customer type and click Save. b. Repeat this step for the second customer type. c. Click Save. 5. Go to the ACCCM IVR Management menu, navigate to the DNIS and click the Main Script tab. 6. In the Main Script page, perform the following steps: a. In the Main Script field, type the name of the application. b. From the Application Type drop-down list, select Main Rout. c. Click Save. 7. Go to the ACCCM IVR Management menu, navigate to the DNIS and click the APP DID tab. 8. In the APP DID page, click Add. 29 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

32 9. In the APP DID page, perform the following steps: a. In the Id field, type a DNIS number. b. From the Main Script drop-down list, select Private. c. In the Description field, type the description of the application DID. d. Click Save. 10. Go to the ACCCM IVR Management menu, navigate to the DNIS and click the Billing Links tab. 11. In the Billing Links page, locate the search field, and search for the customer type you created in the previous step and edit the record. 12. Map the customer type and the IVR point that you want the customer to reach when the customer calls. 13. Repeat the step for the second customer type. To test the configuration, you can perform the steps described above and then go to go to Chapter 7: Testing the configuration from the Web API on page 47 and use the region index as one of the parameters you use in the proxy 100 request. 30 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

33 Chapter 3: Installing Reusable Modules (.wars) 1. Start the Java Eclipse SDK application. The system displays the main window. 2. Select File > Import extend Avaya Speech Development. The system displays the import screen: 3. Select Import Dialog Designer or Orchestration Designer Reusable Module, and click Next. The system displays the Dialog Designer or Orchestration Designer Reusable Module screen. 4. In the Import VoiceXML subdialog from the Web Archive (WAR) file section, select one of the.war files, for example, Proxy100.war and click Next. 5. Click Finish. 6. Repeat Step 2 to Step 5 for all reusable modules from the folder C:\nav360 sample\war files. 31 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

34 Chapter 4: Importing Sample Application 1. Start the Java Eclipse SDK application. The system displays the Speech Eclipse SDK application. 2. Select File > Import. The system displays the Import screen. 3. Select General > Existing Projects into Workspace, and click Next. 4. From the Select root directory, select the Sample Application folder. 5. Select the Copy projects into workspace option. 6. Click Finish. 7. In the Speech Nav36_Sample application, expand Nav36_Sample, and double-click the main flow. 32 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

35 The following table defines the reusable modules and its usage: Module name Proxy100 Proxy 200 Proxy 250 Proxy 350 Description The Proxy100 module retrieves the parameters of every single Dynamic Menu and Dynamic Prompt definition that is used in the application. The system retrieves the information based on the following parameters: DNIS SITE LANGUAGE CUSTOMER TYPE If you do not want to use these parameters, use the default values that are shipped with the application. The Proxy 100 module uses Dynamic Transfer. You can set the system to transfer the calls that arrive to this module to a destination based on the parameters that the system retrieves from the ACCCM system. The Proxy 250 module allows dynamic scheduling. With the Proxy 250 module, you can make decisions of close or open of specific part of the flow. With the Proxy 350 module, you can configure the system to play a dynamic menu. You can control the Dynamic menu from the ACCCM system. Dynamic Usage Use the Proxy100 module if you are using dynamic prompts or menus. Use the Proxy 100 module only for call transfer. Use the Proxy 250 module to deploy a scheduled decision in the flow like opening or closing part of the contact center. With the Proxy 250 module, you can play the working hours in the system. Use the Proxy 350 module if you want the system to dynamically control the structure of the IVR menu. 33 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

36 Module name Dynamic Message Description 8. Double-click Proxy100_start. Menu allows the user to configure the different menu selection options that are activated in the menu. Prompt: for every menu selection Action: Transfer to a different IVR point, transfer to a destination, or move to another dynamic menu Activate or deactivate Dynamic Menu: each menu selection. For example, a user can decide that only menu selections 1-3 are available and then also activate selection 5. With the Dynamic Message module, you can configure the system to play the messages dynamically. The prompt number or name is shipped from the Proxy100 module. If a user arrives to a specific point that is configured with a dynamic message, the system plays the message if it appears in the response of Proxy100 for this specific customer call. Usage Use Dynamic Message module if you want the system to play messages in the IVR in a dynamically. For example: Use holiday announcements as dynamic messages. You can configure all holidays in ACCCM and then the system plays the holiday announcements in the date and time defined in the ACCCCM system. 34 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

37 Chapter 5: Deploying projects as Avaya Dialog Designer or Orchestration Designer Modules Perform the following steps to deploy a Avaya Dialog Designer or Orchestration Designer Speech Project as a reusable module: 1. Open the Export wizard by performing one of the following actions: From the File menu, select Export. Right-click anywhere in the Navigator view, then select Export. Avaya Dialog Designer/Orchestration Designer displays the Export wizard Select page. 2. From the Select an export destination list, select Export Dialog Designer/Orchestration Designer Speech Project, and then click Next. Avaya Dialog Designer/Orchestration Designer displays the Export Dialog Designer/Orchestration Designer Project page. 3. From the Available Projects list, select the project you want to export as a reusable module, and then click Next. Avaya Dialog Designer/Orchestration Designer displays the Configure Web applications descriptors window. 4. Configure the following settings: 5. Make the changes to this page, and click Next. Avaya Dialog Designer/Orchestration Designer displays the Specify Deployment Parameters window: 35 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

38 6. To make the module reusable, select the check box labeled Deploy projects to the Dialog Designer reusable modules directory. 7. Click Next, and then Finish. Avaya Dialog Designer/Orchestration Designer displays the following window: 8. Copy Proxy100.war, Proxy250.war, Proxy350.war, DynamicMessage.war, Nav36_sample.war to the webapps folder on the Tomcat server. For example, on the Tomcat Server select Server>\d$\Program Files\Apache Software Foundation\Tomcat 5.5\webapps\Proxy100\WEB-INF folder to edit the Web Services URL in the web.xml file. 36 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

39 For example: 9. Save the file. 37 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

40 Chapter 6: Using Reusable Modules in Sample Application This chapter includes: Sample Application overview on page 38 Using the Proxy100 module on page 43 Using the Dynamic Message module on page 44 Using the Proxy350 module (Dynamic Menu) on page 45 Using the Proxy250 module (Transfer)on page 45 Sample Application overview The Sample Application provided with the ACCCM Avaya Voice Portal connector includes the following scenario: 1. A call arrives to Avaya Voice Portal and is answered by the Sample Application. 2. The Sample Application calls the Proxy 100 request with the following initial parameters: DNIS Default value SITE LANGUAGE Default value YA CUSTOMER TYPE Default value is 0 URL_Voice Default value is Current language The URL that points to the phrase set. In this phrase set, you must have a recording number 9999.wav that is a generic error message you play in case the ACCCM AVP connector is not working correctly. NOTE: One of the key elements used to create speech applications with Avaya Dialog Designer or Orchestration Designer is the phrase. Phrases are used to build prompts, which in turn are used to guide the caller through the call flow. Phrase sets are used to group phrases. Generally, all related to a particular speech application. Phrases are used to build prompts, which in turn are used to guide the caller through the call flow. The advantage of grouping phrases apart from better organization is that with Phrase sets, the file resource efficiencies are improved which translates into quicker build times. With a phrase, there are four files per phrase (one.phrase file, one.java file, one.java class file, and one.wav file for every phrase). Therefore when there are 1000 phrases in a project, there are 4000 files that must be managed and built. With a phrase set, there can be 1000 phrases in a phrase set; therefore in this example there are only 1003 files to manage (.phrase set file, one.java file, one Java.class file, and 1000 audio files). Phrase sets also support referencing audio files stored on an external server. For more information about phrase sets, refer to the Avaya Dialog Designer or Orchestration Designer Developer guide. You must configure DNIS in the ACCCM IVR Connector, even if you use a hardcoded DNIS number for the application. It must appear in the ACCCM IVR connector. The DNIS number is configured in the DNIS tab of the ACCCM IVR connector. 38 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

41 The request is sent to the ACCCM Proxy connector, which you must install as part of the installation of the Avaya Voice Portal connector in ACCCM. 3. The ACCCM proxy sends back a response to the Avaya Voice Portal application that includes the following: Return code 1:invalid value was passed to the proxy, 2=web service timeout, 9= customer disconnect the call during the time the system waited for a response, 0 =Success response Dynamic menu node (DynMenuNames) Marketing message node (Marketingmsg) Emergency message node (Emergregional) As per the return code from the proxy request, the application plays: Error announcement: played with return code 1 Timeout announcement: played with return code 2 If the return code is zero, the application continues with the next step which is set_a The system enters the IVR point A100.1, which is represented in the ACCCM IVR connector as a Dynamic Message point. If the Proxy100 request is returned in the Marketingmsg node, the following value: A then phrase number 700 will be played in this point. If after A100.1 the message appears with a different phrase number, then the system plays at this point. If the Marketingmsg node, the A point does not exist, then no message will be played at this point, and the application moves to the next step. The prompt number and the customer assignment to the IVR point come from the ACCCM IVR Connector. It must be configured from the Avaya Voice Portal administration Web interface of ACCCM. The following figure displays an example of the IVR point definition within the ACCCM application: The following figure displays the dynamic message assigment to the IVR point defined in screenshot A: 39 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

42 After the dynamic message, the call arrives to set_d100.1, which is a dynamic menu point. A Dynamic Menu point provides the ability to play a Dynamic Menu. The menu configuration comes from the ACCCM IVR application and is passed to the call in the Proxy100 replay in the DynMenuNames node. The following figure displays the configuration of the D100.1 point in the ACCCM IVR application: The following figure displays the D100.1 dynamic menu configuration in ACCCM. Based on the configuration above, the DynMenuNames node in the proxy100 response must return the following value: D , when the values that is coming after the - are the menu selections options that are open. The application calls the Proxy350 reusable module with the following input parameters: 40 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

43 When the wsivr_point value that you must pass is D100.1, which is the IVR point the call arrived to where you want to play the menu. The values that are passed automatically in the DynMenuOptions node are inherited from the Proxy100 response. You must ensure that all phrases you want to play in this Dynamic Menu are defined in the URL_Voice. Based on the response from the ACCCM Proxy, the D100.1 point plays the Dynamic Menu defined in ACCCM and waits for the customer response. According to the customer response, the Proxy350 reusable module returns to the sample application for the following parameters: Parameter Return code Actionnum Value 0 = Ok 9 = Disconnect 1= Play message 2= Transfer to the destination 4= Go to another dynamic menu 5= Go to module Based on the actionnum provided, the relevent parameter is passed. For example, If the actionnum=1, which is play message, the parameter value is the phrase number. If the actionnum=2, which is transfer, the parameter value is the transfer moduel number. If the actionnum=4, which is go to another dynamic menu, the parameter value is the dynamic menu point (exmple:d200.x) If the actionum=5, which is go to module, the parameter value is the module name (for example R10, must be part of your project). Sample Application includes only the transfer example, so the next step for the call is set_b100.3, which is a transfer point. A transfer point in the ACCCM IVR application is a point that transfers calls to a detination. 41 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

44 The point must be configured in the ACCCM IVR Connector and, the transfer destination must be configured under the transfer section: The following figure displays the configuration of the IVR point and its assigment to an Transfer destination: The application calls the proxy250 transfer that uses the proxy250 reusable module with the following parameters: The following parameters are returned from the ACCCM Proxy250: Returncode 0=ok, 9=disconnect VDN Transfer destination Statusivrpoint Open, closed, and error. 42 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

45 This is based on the schedule. The call is then transferred to the destination and the application exits. Ensure that you transfered the call to a valid number in the switch. Using the Proxy100 module 1. At the beginning of the program, call routine Proxy 100 to receive all initial parameters. 2. Double-click Proxy100_start. The system displays the following window: 3. Select Input Module. 43 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

46 4. From the Properties tab, for the property Variable, select created variable, or type the name of the application in the property Constant. You require the following input parameters for Proxy100: wsrequestingsite (for example YA ) wsdnis ( ) wslanguage (ENG) wscustomertype(0) URL_Voice, Phrases folder on the Tomcat server with phrases for application. Using the Dynamic Message module 1. Double-click PlayDynamicMessageA100_1. The system displays the following window: You require the following input parameters for Dynamic Message: 44 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

47 IVRPOINT(A100.1 ) DynMessString (Output parameter from module Proxy100 > MarketingMsg) Parameter DynEmergString (Output parameter from module Proxy100 > EmergDistrict ) URL_Voice, Phrases folder on the Tomcat server with phrases for application. Using the Proxy350 module (Dynamic Menu) 1. Double-click Proxy350_D100_2. The system displays the following window: You require the following input parameters for Proxy350: wsrequestingsite ( for example YA ) wsdnis ( ) wslanguage (HEB ) wscustomertype( 0 ) wsivr_point (D100.1) DynMenuOptions (Output parameter from module Proxy100 DynMenuNames) URL_Voice, Phrases folder on the Tomcat server with phrases for application. Using the Proxy250 module (Transfer) 45 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

48 1. Double-click Proxy250_transfer. The system displays the following window: You require the following input parameters for Proxy250: wsrequestingsite ( for example YA ) wsdnis ( ) wslanguage (HEB ) wscustomertype( 0 ) wsivr_point (B100.1) Ann_WeekDay_1 () URL_Voice, Phrases folder on the Tomcat server with phrases for application. 46 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

49 Chapter 7: Testing the configuration from the Web API This chapter describes the procedure to test the configuration from the Web Application Programming Interface (API). 1. Open the Internet Explorer browser and navigate to the ACCCM Web API. The URL must be remoteapi.asmx. 2. Click GetParameters. 3. In the GetParameters screen, enter the following details as shown in the screen: 47 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

50 4. Click Invoke. The system returns the following response: 48 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

51 The above response suggests that Proxy100 request is working correctly and the sample application can use the Dynamic Menu at point D100.1 and Dynamic Prompt at point A Go back to the main API screen. 6. In the GetParameters screen, enter the following details as shown in the screen: 49 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

52 7. Click Invoke. The above response suggests that the Proxy350 request is working as expected and the sample applciation can play in a Dynamic Menu at point D100.1 and the Menu Selection options that are activated are 1 and 2. The main menu greeting is phrase 800, for selection 1 the phrase is 802, and for selection 2 the phrase is 804. If the customer selects 1, then the application plays the prompt 9999, if the customer selects 2, then the application goes to transfer module using point B Go back to the main API screen. 50 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

53 9. In the GetParameters screen, enter the following details as shown in the screen: 10. Click Invoke. 51 Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

54 The system transfers the customer to number Using ACCCM Avaya Voice Portal/ Experience Portal sample application May 2013

IP Office 6.1 Embedded Voic Mailbox User Guide

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