Back-end Avaya Aura Experience Portal and SIP-enabled Avaya Contact Center Select using a Play and Collect sample application

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1 Back-end Avaya Aura Experience Portal and SIP-enabled Avaya Contact Center Select using a Play and Collect sample application Overview This document describes how to integrate a back-end Avaya Aura Experience Portal self-service system and Avaya Contact Center Select using a Play and Collect sample application. This document describes how to integrate the following components: Avaya Contact Center Select - Release Avaya Aura Experience Portal - Release In a SIP-enabled contact center solution, the SIP messages include a number of message headers. These SIP message headers can be used to transfer small amounts of call-related information between SIPenabled components. Avaya Contact Center Select supports data transfer using the following SIP header types: User-to-User Information (UUI) SIP header Avaya custom P-Intrinsics SIP Private Header These headers contain information that enables the receiver to understand and handle the message. Avaya Aura Experience Portal Avaya Aura Experience Portal (AAEP) is an open standards-based self-service software platform. Self service 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), which controls the Experience Portal system and Media Processing Platform (MPP) servers, which process all calls. The Experience Portal solution network includes a Private Branch Exchange (PBX) server such as the IP Office platform, an Automatic Speech Recognition (ASR) server, Text-to-Speech (TTS) speech servers, and Tomcat application servers. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 1 of 21

2 Avaya Aura Experience Portal Orchestration Designer Orchestration Designer is an Eclipse-based application development environment which supports the development of VoiceXML and CCXML speech applications. Orchestration Designer generates Experience Portal compliant XML-based applications for deployment on software application servers such as Apache Tomcat Server. VoiceXML (VXML) is a standard XML format for specifying interactive voice dialogs between a human and a computer. VoiceXML 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 VoiceXML 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 VoiceXML to provide an XML-based solution for any telephony application. VoiceXML and CCXML are two separate languages. CCXML can be integrated with a more traditional Interactive Voice Response (IVR) system and VoiceXML dialog systems can be integrated with other call control systems. Avaya Contact Center Select Avaya Contact Center Select 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. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 2 of 21

3 SIP-enabled Avaya Contact Center Select Avaya Contact Center Select uses Session Initiation Protocol (SIP) architecture to provide maximum interoperability and flexibility. SIP-enabled Avaya Contact Center Select simplifies solution architecture and CTI deployments. Avaya Contact Center Select 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. Avaya Contact Center Select contains a SIP Gateway Manager (SGM) component which is the call processor in a SIP-enabled contact center. The SIP Gateway Manager is a standalone SIP element that can receive and process calls from SIP-enabled communication systems such as IP Office Server Edition and Experience Portal Media Processing Platform (MPP) servers. 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. User-to-User Information (UUI): SIP-enabled systems can use SIP header User-to-User Information (UUI) to transmit small amounts of data between systems within SIP messages. SIP header UUI 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 UUI data, and then pass the customer call along with updated UUI information to the next application in the solution. This SIP header UUI data may be used to support Avaya Aura Application Sequencing. Examples of UUI data include a customer account number obtained during a self-service session. P-Intrinsics SIP Header: If your call-associated context information does not fit in the SIP UUI header, you can use P-Intrinsics header information to pass the context information between SIP-enabled applications. P-Intrinsics is an Avaya custom SIP Private Header (P-Header). Contact Intrinsics: SIP-enabled Avaya Contact Center Select uses SIP header User-to-User Information (UUI) or/and P-Intrinsics private header information to generate Contact Intrinsic data. Avaya Contact Center Select Contact Intrinsic 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 Contact Center Select 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. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 3 of 21

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 Contact Center Select solution gives your customers exceptional service and improved efficiency. The following diagram shows a typical solution integration of an Avaya Contact Center Select with a back-end Avaya Aura Experience Portal system using the SIP header Creation sample application. In a typical back-end Avaya Aura Experience Portal integration, customer calls to the Avaya Contact Center Select 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 customer responds by entering digits on their phone, or by speaking (AAEP supports optional Automatic Speech Recognition servers). The Avaya Aura Experience Portal applications then collect the customer s response and return it to Avaya Contact Center Select for further treatments or agent assistance. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 4 of 21

5 Call flow example 19 April 2016 Version 1.0 This call flow example shows how an Avaya Aura Experience Portal system interacts with Avaya Contact Center Select to handle a typical automated back-end Interactive Voice Response (IVR) customer transaction. 1. Incoming customer calls to the IP Office system are routed to Avaya Contact Center Select (ACCS). 2. Avaya Contact Center Select answers the call and executes a flow application, script, or/and optional primary scripts. A primary script is an application executed or referenced by the Master Script. Contact Center Manager Server records Master script and Primary script actions in statistical records. 3. 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. 4. Avaya Contact Center Select retains control of the call and sends a SIP INVITE message to Avaya Aura Experience Portal. Avaya Contact Center Select specifies treatment parameters in the SIP INVITE message. 5. Avaya Aura Experience Portal passes the call to a CCXML dialog application on the Tomcat application server. 6. The CCXML dialog application accepts the call and retrieves IVR parameters from the SIP INVITE message. 7. The CCXML dialog application invokes the Play and Collect Voice XML application (PlayAndCollect) with the parameters retrieved from Avaya Contact Center Select. SIP headerbased shared User-to-User Information (UUI) information is also extracted and passed to the Voice XML application. 8. The Play and Collect 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. 9. The Play and Collect Voice XML application collects the digits entered by the customer. 10. The Play and Collect Voice XML application then passes the customer s digits back to the CCXML dialog application. 11. The CCXML dialog application returns the collected digits to Avaya Aura Contact Center in a SIP INFO message. 12. The CCXML dialog application then drops out (BYE). 13. The Avaya Contact Center Select script retrieves the IVR collected digits. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 5 of 21

6 Sample application and code Avaya supplies the following two Experience Portal Orchestration Designer sample applications. Dialog.zip Dialog.war PlayAndCollect.zip PlayAndCollect.war Sample Orchestration Designer project and Call Control XML sample code zip file. Sample Call Control XML Application Web application archive. Sample Orchestration Designer project and Voice XML sample code zip file. Sample Voice XML Application Web application archive. The PlayAndCollect sample code contains all the Voice XML code, flows, English prompts & grammars you need to pass UUI information to Avaya Aura Experience Portal. The following files are the most significant in the sample code zip file: Sample Orchestration Designer project files Dialog\.project Dialog\jsp\start.jsp PlayAndCollect\.project PlayAndCollect\jsp\start.jsp File purpose Orchestration Designer CCXML project file Main CCXML code file Orchestration Designer Voice XML project file Main Voice XML code file If your call-associated context information does not fit in the SIP UUI header information, you can use P- Intrinsics information to pass the context information between SIP-enabled applications. P-Intrinsics information is contained in an Avaya custom SIP Private Header (P-Header). The sample code supports 5 key-value pairs; you can expand this up to a maximum of 10 key-value pairs. This sample application supports incoming P-Intrinsics header information. You can use a front-end Avaya Aura Experience Portal system to collect context information from a customer call and store it in the P-Intrinsics SIP header. Experience Portal sends the customer call, complete with P-Intrinsics header information, to Avaya Contact Center Select. Contact Center takes the context information stored in the P-Intrinsics SIP header and uses it to generate call-related Contact Intrinsic and Call Attached Data (CAD). Contact Center then routes the call to an agent and performs a screen pop based on the Contact Intrinsic. If the agent transfers the call back to Avaya Aura Experience Portal for back-end processing, the sample back-end XML application uses the existing context information to skip the initial context gathering procedures and proceed to different procedures. For more information, and to download the complete Avaya Contact Center Select and back-end Avaya Aura Experience Portal using SIP header information sample files, see Orchestration Designer Sample Applications on ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 6 of 21

7 The following is a sample of the Dialog Call Control XML code. Avaya Contact Center Select sends a SIP INVITE message into the Avaya Aura Experience Portal system. Avaya Aura Experience Portal passes the SIP call to a Dialog CCXML application. The CCXML application retrieves all available information including UUI data and P-Intrinsics information from the Contact Center call. The CCXML application then invokes a Play and Collect Voice XML application and passes in all the information collected up to that point: Dialog CCXML application code: <log expr="'input parameters received:\n\tvoicexmldialog: ' + voicexmldialog + ';\n\treturns: ' + returns + ';\n\tprompttoplay: ' + prompttoplay + ';\n\tnumberofdigits: ' + numberofdigits + ';\n\tvars: ' + vars + ';\n\ttermchar: ' + termchar + ';\n\tinterdigittimeout: ' + interdigittimeout + ';\n\tnotypeahead: ' + notypeahead + ';\n\tvxmlto: ' + vxmlto + ';\n\tvxmlfrom: ' + vxmlfrom + ';\n\tim: ' + im + ';\n\turltopush: ' + urltopush + ';\n\tuui: ' + sipuui + ';\n\tgslid: ' + gslid"/> <send targettype="'ccxml'" name="'start.dialog'" target="session.id" delay="'0s'"/> The sample Play and Collect Voice XML application, when called by the CCXML application, plays prompts to the customer and collects DTMF digits. Play and Collect Voice XML application: The Play and Collect Voice XML application then returns the collected digits data from the customer back to the Call Control XML application: The collected digits are returned in the collecteddigits variable. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 7 of 21

8 The Play and Collect Voice XML application returns the data collected from the customer back to the Call Control XML application. Example of Call Control XML code retrieving the collected digits (collecteddigits) from the Voice XML application: <!-- Save return values and log --> <assign name="collecteddigits" expr="event$.values.collecteddigits" /> <log expr="' collecteddigits : ' + collecteddigits"/> <!-- If this is a Play and Collect, then need to respond with the collected digits --> <if cond="returns!= 'true'"> <log expr="'play only - exit now'" /> <disconnect connectionid="in_connectionid"/> <else/> <log expr="'play and Collect - send collected digits'" /> <if cond="collecteddigits == undefined"> <log expr="'no digits collected.'" /> <assign name="collecteddigits" expr="'-1'" /> </if> The Call Control XML application then uses the collected digits (collecteddigits) to construct a SIP INFO message: <!-- Construct a SIP INFO message to send the collected digits --> <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(); hints.sip.body[0].type = 'application/vnd.nortelnetworks.digits'; hints.sip.body[0].msg = 'p=digit-collection\r\ny=digits\r\nd=digits%3d'+ collecteddigits + '\r\n'; </script> The Call Control XML application sends the SIP INFO message, containing data collected from the customer, back to Avaya Contact Center Select: <send name="''" target="in_connectionid" targettype="'sipendpoint'" hints="hints"/> ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 8 of 21

9 Overview of configuration steps This section gives a high level overview of the main configuration steps in an integrated Avaya Aura Experience Portal (AAEP) and Avaya Contact Center Select (ACCS) solution. The examples used in this overview are based on the following server details: Server IP Address Avaya Aura Experience Portal (AAEP) server Media Processing Platform (MPP) Tomcat application server Avaya Contact Center Select (ACCS) Note that in this example the Media Processing Platform and the Tomcat application server are coresident with Avaya Aura Experience Portal. 1: Using ACCS Contact Center Manager Administration (CCMA), add the Avaya Aura Experience Portal MPP server as a Media Server. AAEP supports TCP/TLS. AAEP does not support UDP. The above screen shows the Avaya Aura Experience Portal MPP server (mpp96) server and the Avaya Media Server (AMS) added as media servers. Avaya Contact Center Select uses the media processing capabilities of Avaya Media Server in SIP-enabled contact centers. For this type of back-end IVR solution Avaya Media Server supplies only media conferencing capabilities. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 9 of 21

10 2: Using Contact Center Manager Administration (CCMA), configure the Avaya Aura Experience Portal MPP server to handle XDIALOG media services and treatment routes. The above screen shows AAEP MPP (mpp96) 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 ACCS-AAEP back-end integration sample applications 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 VoiceXML code to a Web Application Archive (WAR) file: ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 10 of 21

11 a. Select the Contact Center sample application project, right-click and select Export. 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 6.0. i. Click Next. j. In the Tracing section, uncheck Reset tracing in the deployed application to the default (disabled) settings. k. 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. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 11 of 21

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. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 12 of 21

13 k. On the Select Resources window, select all of the resources. Click OK. l. Click Next. 19 April 2016 Version 1.0 m. Click Finish. 4: Add a Tomcat application server to your solution. The Tomcat application server hosts XML applications to integrate Avaya Contact Center Select (ACCS) and Avaya Aura Experience Portal (AAEP). Copy the Dialog.war file to the Tomcat webapps directory. Copy the PlayAndCollect.war file to the Tomcat webapps directory. Restart Tomcat to automatically expand the two Web application archive (WAR) files. The Dialog Call Control and PlayAndCollect VoiceXML applications are now installed on the Tomcat application server and can be accessed and used by Avaya Aura Experience Portal. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 13 of 21

14 5: On the Avaya Aura Experience Portal (AAEP), under System Configuration, add the Dialog and PlayAndCollect applications. The above screen shows the VoiceXML PlayAndCollect application and the CCXML Dialog application, both available on the Tomcat Application Server ( ). Note that in this example the Tomcat Application Server is co-resident with AAEP. 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. Refer to the Avaya Aura Experience Portal on-line help for more information about configuring and launching VoiceXML and CCXML applications. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 14 of 21

15 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 Text-to-Speech (TTS) for this application. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 15 of 21

16 7: Configure the PlayAndCollect application as an Inbound application. In this example the PlayAndCollect application is configured to be launched by the number Configure Text-to-Speech (TTS) for this application. 8: Write and configure a Contact Center Orchestration Designer script that uses the CCXML application. The Contact Center script sends sip: sip-xdialog@sipccgal.com to the Avaya Aura Experience Portal (AAEP). Avaya Aura Experience Portal uses sip-xdialog to launch the Call Control XML application. The CCXML application invokes the PlayAndCollect application to collect customer data and returns the data. The CCXML application returns the collected digits to Contact Center in a SIP INFO message. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 16 of 21

17 Example of a Contact Center Orchestration Designer GIVE IVR script: Give ringback wait 2 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 ASSIGN "sip: sip-xdialog@sipccgal.com" TO serviceuri ASSIGN "invite" TO method ASSIGN "PlayAndCollect2014Feb28_0953" TO voicexml ASSIGN "VXML" TO apptype ASSIGN "digitcollection" TO treatmenttype GIVE IVR SERVICE URI serviceuri WITH VXML TREATMENT voicexml PARAMETERS vxmlto, vxmlfrom, method, apptype, treatmenttype RETURNS c_sip_digits_str_cv ASSIGN "Digits Returned: " TO im_str APPEND c_sip_digits_str_cv to im_str LOG im_str section looping IF c_sip_digits_str_cv = "12" THEN QUEUE TO SKILLSET voice_skill1_cv WAIT 2 ELSE QUEUE TO SKILLSET voice_skill1_cv WAIT 2 END IF wait 5 execute looping The Contact Center script places the result of the PlayAndCollect IVR session in the RETURNS value im_str. If the process was successful, Contact Canter generates 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 sample Contact Center Orchestration Designer script as a starting point when deploying your solution. Save the script as PlayAndCollect. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 17 of 21

18 9: Test the integration by dialing an IP Office number that matches the ACCS CDN (For example, ). Dialing starts the ACCS Orchestration Designer (OD) Play and Collect script (PlayAndCollect). The Orchestration Designer GIVE IVR script command launches the AAEP CCXML application: ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 18 of 21

19 The AAEP CCXML Dialog application launches the VoiceXML PlayAndCollect application. The PlayAndCollect application plays Please enter your account number, collects the digits you enter on the phone keypad, and plays the entered digits back to you before returning the call to the Orchestration Designer script. The ACCS Orchestration Designer script then sends the customer call along, along with the collected data, to available ACCS agents. Example of viewing Contact Intrinsics using CCT Reference Client: In this example, the customer entered as the account number at the VoiceXML prompt. Use the VoiceXML and CCXML sample applications to experiment and learn more about the ACCS and AAEP integration. Edit the XML code to meet your solution requirements. Use ACCS Contact Intrinsics to increase customer satisfaction and improve agent efficiency. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 19 of 21

20 Conclusion A combined Avaya Contact Center Select 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 VoiceXML applications to integrate with Avaya Contact Center Select. This gives enterprises complete flexibility and control of the solution integration. The Avaya Aura Experience Portal and Avaya Contact Center Select solution is highly flexible and efficient. Avaya supplies sample VoiceXML applications for the rapid integration of a back-end Avaya Aura Experience Portal system with Avaya Contact Center Select. Avaya Contact Center Select with front-end Avaya Aura Experience Portal at a glance Avaya Contact Center Select Release Microsoft Windows Server 2012 Release 2, 64-bit, Standard or Datacenter Editions Avaya Aura Experience Portal Release Avaya Aura Experience Portal Orchestration Designer Apache Tomcat application server Red Hat Enterprise Linux 6.4, 64-bit Release IP Office Server Edition Release 9.1 P-Intrinsics SIP header encoded Contact Intrinsics Version on Red Hat Enterprise Linux 6.5, 64-bit Maximum of 10 key-value pairs: - key = 25 characters maximum - value = 80 characters maximum Only ASCII key-value pairs are supported. User-to-User Information (UUI) SIP header encoded data Maximum of 96 bytes of encoded SIP User-to-User Information (UUI) data. If you need to transfer more information than is currently supported by these SIP header methods, refer to the Avaya Contact Center Select Context Creation" sample application for Avaya Aura Experience Portal. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 20 of 21

21 Reference For more information about Avaya Contact Center Select, see Avaya Contact Center Select Solution Description 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. ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 21 of 21