aaod 7 0 knowledge transfer

Avaya Orchestration Designer 7.0 - Knowledge Transfer

Product ManagementKris Chakravarthi

December 2013

Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.

Avaya Orchestration Designer

Background and Capabilities

One tool for design, simulation, maintenance of multi-channel inbound/outbound self service Leverages best practices from Dialog Designer

and SCE for Contact Center Supports Experience Portal, Voice Portal, Media

Processing Server, Interactive Response and Avaya Aura Contact Center Built on Eclipse open source framework for

easier integration with other 3rd party tools Provided at no cost with Experience Portal.

Orchestration Designer

Open standards based tool for design and maintenance of your apps and workflows

Why does it Matter?

Accelerates application time to market, reduces development costs, improves self service quality

Application Development and Service Creation


Orchestration Designer 7.0

Email and SMS Editors Text processing for Email/SMS

Text processing Language detection Email/SMS simulation New Pluggable Data Connectors

Email SMS REST Outbound Call AACC Documentation Generation

Pre built integrations for outbound, Email, SMS and language analysis elements


Orchestration Designer key value propositions

Enables common branding (splash screen, labeling, etc.) and a similar look and feel

Enables efficient and consistent workflow design for assisted and automated services

Allows businesses to maintain and exploit their existing infrastructure.

Provides a single tool to design and orchestrate the customer experience across multiple channels

Allows the reuse of existing web-based integrations, services, and assets

Reusable elements, faster time to market and ROI

Messaging Projects and Channels

OD Development Team

Neil Goldsmith


Messaging Projects

Messaging projects support non speech channels Email and SMS are first 2 channels supported. Each project supports one type of incoming channel.

Same project cannot handle an email and an SMS. Codebase is setup to facilitate addition of new channels to OD,

but will require collaboration with OD development team to implement.

Incoming channel is selected during project creation.

This selection dictates the structure of the project andcannot be changed.


Messaging Projects GUI

GUI Same look and feel as speech projects Flow palette will change to represent

items topical to that channel. Reuse of familiar speech palette items.

Announce node is used to send an email in an Email project.

Collect node is used to gather incoming SMS. Views and editors are reused from speech

applications with only slight modifications wherenecessary.

Same problems view, same simulation view, same property view, etc.


Messaging Projects Variables

Each Channel type will add its own set of variables to the projects.

SMS and Email will remove speech basedvariables and add a set of message basedvariables that contain data on the incoming message. Individual messagefields will differ between SMS and Email.

Future channels can control the variablesdefined for their project.


Messaging Projects

Project structure is similar to speech projects with changes to include those resources new to the messaging apps. Email adds an email directory for creation of

email resources. New icon in OD Navigator indicates message project

type.

Reuse of Speech oriented resources across messaging apps. Prompts are used to construct an Email or SMS. Grammars are used to parse the content of an Email or SMS, even

though their internal format will differ from a speech based grammar.

Even though resources are reused, differences do exist, therefore, resources and flows/flow items cannot be copied between projects of different types (even between different channels).


Messaging Projects - Runtime

The ColorGuess sample app is a good app to understand the basics of how to build a message app. This SMS based sample app is included with the OD Message sample apps.

The main flow looks very similar to how a speech apps main flow looks. First check the type of the incoming SMS to determine if it is a normal

message or a notification message. A notification message is typically a return receipt message or a message indicating an event has taken place.

The input node gathers user input. It looks verysimilar to how a speech app gathers input. In this case our grammar will parse the incomingSMS using our color grammar to look for a match. If no match is found, the app exits.


Messaging Projects - Runtime

If the input matches to one of our grammar entries, we then compare it to a random color we have generated from our list in the calcresult node.

Based on the comparison, we then send a response of correct or wrong back to sender.

Prompts are built just like a speech prompt.We can assemble using text and variablesto create a response. You can also send SMS responses built in the SMS editor, which we will discuss in the next section.

Email and SMS Editors and Simulation

OD Development Team

Shweta Behere


SMS Editor

An SMS message is created by adding an SMS file to your project.

The editor allows you to enter the body of your SMS message.


Insert Variables

You can embed simple or complex OD variables in the body of your message.

Use insert variable menu item on toolbar

ORUse insert variable context menu

Uses _{var}_ notation for variables

Same for sms and email editors

OR


Email Editor

An email message is created by adding an email file to your project.

The editor allows you to enter the body of your email message.

Your email can be plain text or HTML format.

You can also add attachments to your email.


Email Attachments

Use attach file menu item on toolbar

ORUse Attach File button in the Message Details section of email editor

Can be local or external

OR


Email Preview

You can preview how your email will look.Use preview email menu item on toolbar

ORUse preview email context menu

Preview shows up in the email preview view which is a tabbed view in the message/speech perspective.

Runtime email preview:Automatically shows up during email application simulation

OR


SMS Simulation

Simulation of an SMS app will show the incoming and outgoing SMS messages.

When you start an SMS app simulation, you must provide the incoming SMS message to your app in the text box Enter SMS Message. This is similar to simulating a call in a speech app.


Email Simulation

Simulation of an Email app will show the incoming and outgoing Email as well as a preview of how the formatted email will look.

You can preset the incoming user email in your simulation profile under the message tab, where you can simulate typical email parameters.


Messages tab

Provides details on outgoing messages

Same for sms and email simulation

Notification PDC

OD Development Team

Neil Goldsmith


Notification PDC General

The Notification PDC allows you to send an Email or SMS from a Speech or Message app (but not Call Control aka CCXML). The PDC is added via the Pluggable Connectors tab in project

properties. An option to create a CAV is available

in a checkbox. This variable indicateshow many characters are stored in the CDR on the platform and will overridethe default.

Addition of this PDC will add an email and sms dir to your project so you can store the respective resources.


Notification PDC GUI

GUI 2 new entries will be added to the data palette. Email and SMS resources can be created in your

project just as you would a typical Message Project. Adding an Email or SMS to your flow is easy. Drop in

the sendEmail or SMS palette item, bind your Email or SMS to that node, define its properties and handle the error condition.


Notification PDC Email

Send Email properties: Email indicates source of the email To Variable that indicates where to send. From Origination of email Cc and Bcc copy and Blind Copy Subject Subject of email Reply To email address used to reply. Display Name Displayed in the From field

instead of From address Return ID Variable to hold return ID of email Delivery Notification Will trigger a notification

and instantiate a defined appwhen event occurs.

Priority Priority of email.


Notification PDC SMS

Send SMS properties: SMS indicates source of the SMS To Variable that indicates where to send. From Origination of SMS Return ID Variable to hold return ID of SMS Request Receipt A return receipt will trigger

an app to execute when SMS is sent. Priority Priority of SMS. Validity Period Max time to wait to send SMS. User Reference Data Additional data added to the SMS.


Messaging Projects GUI

Notification PDC talks directly to the platform web service, bypassing the textbrowser. Allows for more options during send. You might choose to use the Notification PDC in an SMS project to

send an SMS in order to use more options than you get with the browser. Request a receipt when SMS is sent. Set a priority Set a time validity on max age to send SMS. Send user custom reference data. If you choose to be notified on a receipt request, you can configure

an app on EPM that will execute when receipt is sent.

AACC Treatments PDC

OD Development Team

Neil Goldsmith


AACC Treatments General

AACC Treatments PDC (aka Give IVR) is a PDC that supports integration with AACC via SIP and SIP messaging.

The purpose is to provide an initial self service segment to the call to perform such things as secure data gathering, customer validation or play a prompt before routing to an agent. AACC answers an incoming call from session manager The call will be directed by an AACC primary script to deliver the call to

Experience Portal. The script issues a Give IVR command to a Media Server that routes the

call to Experience Portal. Experience Portal is configured to initiate a CCXML page that will then

run the OD VXML application. The OD VXML application will execute a specific operation as requested

by the AACC script. If required, the OD application will return data back to AACC with the

call, which is then routed to an agent.


AACC Treatments Types

AACC can request the OD application to perform one of four functions: Play Only Simply play a dialog to the caller. Does not return

data. Digit Collection Collect a string of digits and return that string

with the call. Pin Validation Validate a callers ID and return boolean

true/false if validation succeeded (not supported in AACC 6.3). Context Creation Return a series of name/value pairs along

with optional cad data (a string of custom data).

You can also predefine a custom treatment. Requires custom configuration on both AACC and OD side.


AACC Treatments PDC

The PDC is added to your OD application by selectingAACC Treatments.

You can add customtreatments and also see what default treatments areavailable. Default treatments cannot

be modified.

No palette items in your data node are needed to add to your flow. Your app is enabled to handle AACC treatment messages when you enable the PDC.


AACC Treatments Variables

Once the PDC is added to your application, 2 new variables will be created. aacc_data: contains data passed in the SIP

header (some optional) as defined by the AACC script. The CCXML page will extract the incoming data and pass it to the application to be assigned in these fields. The application should set the returnvalue field for any data passed back to AACC. The CCXML page will assign the sip fields for formatting.

aacc_context: Used only for the context creation treatment. This variable contains one default field: cad. The other fields are created by the app writer. These new fields should be assigned a value and are passed back to AACC as name/value pairs.


AACC Treatments CCXML

A CCXML page called ccxml.jsp will be added to your application. This is the page you should invoke when configuring your application on the

VPMS applications page. You do not need to modify the CCXML content. The CCXMLs job is to extract the incoming data from the SIP header and

make it available to the application and then invoke the application. It will also extract the return data set by the application, format the SIP message and send the call along with the data back to AACC.


AACC Treatments AACC CC Manager

Configuration on AACC Contact Center Manager requires you to define a media server that points to at least one MPP on EPM. You can enter multiple MPPs and calls will cycle through them.

You next define a route for the XDialog service. The treatment address should begin with sip:__sip-xdialog

You will then define the target media server for this service name. This should be the MPP reference(s) you created earlier.


AACC Treatments Scripting

AACCs flavor of Orchestration Designer can be found on the Scripting page of the AACC Contact Center Manager. Install and launch that version and create a new application/script. Script should be similar to example on the right. voicexml defines the OD VXML application you

want to run. The CCXML page will invoke this voicexml for you. Dont make the mistake of putting the CCXML page here.

treatementtype defines what treatment the application is expected to perform. One OD application can handle many treatment types by simply checking the value in this field.

Variable fields for the predefined aacc_data variable can be defined and given a value here. You can also define custom variables, but the application will have to capture their value by name.

Once your script is defined, open the Master_Script application and you can map your application/script to your target CDN.


AACC Treatments VPMS configuration

Configuration on the VPMS for Experience Portal Applications page For the URI, you should target the ccxml.jsp page that is added

to your application. The application launch entry should indicate __sip-xdialog

as the launch type. This is a specific target for incoming SIP calls that contain that treatment address and was defined in AACC Contact Center Manager Media Services and Routes.


AACC Treatments Simulation

Simulation of the PDC requires a few manual changes to setup.

In your simulation profile under the Call Control Protocol Parameters, you can define the data that is normally passed by AACC. At a minimum, you need: treatmenttype what treatment to

perform. voicexml What VXML app to invoke. returns whether app returns data. Because the simulator will not let you

invoke the ccxml.jsp page contained in the speech application, you must create a separate callcontrol project and copy the ccxml.jsp to that.

OD 7 General Enhancements

OD Development Team

Wilson Yu


Overview

Generate Project DocumentationSupport Multi-lingual VXML NodesTransfer Calls to AACC with Customer DataConvert Project Variables to Configurable VariablesPackage Multiple Projects for Websphere DeploymentMisc. Enhancements


Project Documentation Generation

Right-click on the project to show the context menu, and select Orchestration Designer->Generate Documentation option.

By default, the project is selected in the pop-up dialog and the directory is \data under the project, where files are to be generated.

You can choose a different project and/or browse to a different directory on your machine if desired.

Click OK to kick off the generation.


Once the process is done, the web browser pops up in the editor area displaying the main html page of the documentation.

A bunch of files (html, css, pdf, jpg) have been generated in the chosen directory to support the content and look and feel.

The left pane of the html page provides the menu to navigate to the different categories of information. The right side displays the information corresponding to each menu link. At the far right top corner, the Print icon links to the PDF of the page.

In the samples above, the screen on the left gives you the overview of the project. The screen on the right displays of the bitmaps of all the flows in the project.


Call Transfer to AACC (SIP) Currently customers need to follow the 2 sample apps - XferToCDMwUUI and

XferToLandingPad, which involve writing custom code, adding operations to transcode and adding the right SIP headers. We want to make it easier.

Six new palette item stack in the Template section. These are based on the existing VXML transfer items. They are pre-configured with certain settings so that only minimal work is necessary for developers to transfer calls to AACC with UUI and custom data.

The first 3 items are used for SIP based AACC. The last 3 items are for AML based AACC, which involves the landingpad web service for data transfer.

Palette Flow Editor


For blind transfer, 1 external properties are automatically added. The value is set to P-Intrinsics=. Users are expected to expand it by adding customer data string but keeping the prefix. If you are using a variable/field, you would be need have the variable value to contain the exact prefix too.

For bridged and consultation transfers, 2 external properties are automatically added and partially configured for passing custom data using SIP headers. The first property sets up the header name P-Intrinsics. The other is to be filled in for the value.


Passing custom data using the P-Intrinsicsheader.

Up to 5 key/value pairs. Using for optional call attached data. Concatenated string with no CRT character

and no space between tags

key1=value1

key2=value2

key3=value3

key4=value4

key5=value5

CAD

The transfer item is pre-configured with Transfer to AACC property set to true, which enables other properties below it.

Developers to fill in either AAI Data or AAI Variable/Field to transfer UUI information. If UCID variable is specified, the value will be appended to the UUI string. PD,00;C8, or 04 will prepended to the UUI string for Shared UUI or Service Provider mode respectively.

The UUI string will be automatically transcoded to Hex Ascii at the time of transfer.


Call Transfer to AACC (AML) The call transfer to AML based AACC requires enabling

the AACC Landingpad Web Service (Axis 1.4) PDC. It sets up the required library for talking to the Landingpadweb service for reserving a Landingpad before the call transfer.

Need to configure the AACCLandingpadClient.propertiesfile in the projects WEB-INF/lib directory.

The destination number will be assigned automatically at runtime. There is no need to modify the default . In fact, the landingpad number returned from the web service will be assigned here.

Fill in the AAI Data or AAI Variable/Field properties for the UUI value.

Shared UUI = PD,00;C8, or Service Provider = 04 .

You can assign variable that contains UCID in the UCID Variable/Field.

You will end up with a string in this format:

;FA,

The string will be transcoded and assigned to the aaiproperty in the generated VXML transfer tag.


Multi-lingual VXML Nodes x Designed to streamline the multilingual call flow.

You no longer need the Set Language operation in a data node in between the VXML nodes (such as Announce, Prompt/Collect and Menu) to switch between different languages.

You can have one node play text prompts in different languages. For example, you want a menu node to play a prompt in different languages to solicit user inputs.

You only need to set up one node (P/C or Menu) to recognize user inputs in different languages (provided you have a grammar for different languages).

Simply, set the new language property in the Prompt or Grammar item. It provides you the list of languages that the projects supports to choose from.

Leaving the property blank would default to the start language or the language changed by the Set Language operation.


Proj. Variables to Conf. Variables We need to support a criteria that there are already a bunch of regular variables in a

project, and these variables are already tied to the call flow logic like the data node operations. One needs to easily convert these variables to configurable variables so that some rules/logic can be configured at runtime to enhance the flexibility of the project.

Simply, you can do that in 2 steps.

Enable the AVP/AEP Configurable Application Variables PDC.

Open/re-open the variables editor, select the project variables that you need to convert, and select the Change Type to Configurable Variable in the right-click menu.

You are done. All the operations that reference the variables are not affected.


Websphere Deployment Previously, you would have to export each project/module and deploy them individually. We

aim to alleviate the pain of deploying and maintain a project with multiple modules on Websphere Application Server.

This new feature allows export of the main project to include all the modules in one .ear file. Administrator can just deploy this one .ear file on the IBM console, and the application including the dependent modules would run seamlessly.

Use the Export Wizard as before to export the main project. Select IBM Webphere as the Servlet Container. The new last page of the wizard Configure Deployment Package would automatically have the projects (including the main and modules) populated. These are the projects that go into the .ear package. You can manipulate the package by adding or removing projects (except for the main).

The resulted .ear package would contain all the files necessary for a successful deployment.


Simulator supports ASR and TTS on different servers via MRCP

Separate tabs for ASR and TTS MRCP server settings for simulation


Misc. UI Features

Double Click to open items in their respective editor. Works for prompt, grammar, phrase, web service and database operation items.

Highlighting operations that use the selected local variable for easy debugging.

Support copy and paste multiple prompt items, and support copying text from one TTS item to another in the same project or across project. Support using Alt+C, Alt+P and Alt+I for copy, paste and insert items in the prompt editor.

New operations to encode and decode strings between ASCII and Hex. It is often used for transcoding UUI between Enterprise Portal and other interaction centers like AACC.

Open editor


WebLM

If you run the Orchestration Designer applications on MPS, then you must install a separate WebLM license server and configure the license information of Orchestration Designer

Use the WebLM.war file that is available on the Orchestration Designer 7.0 installation DVD to install the WebLM license server software

WebLM licensing installation instructions and the release notes are also available on the Orchestration Designer 7.0 installation DVD

REST Web Services ConnectorOD Development Team

Samaresh Kowshik


Introduction to REST

REST = REpresentational State Transfer It is an architecture style for developing web services

Example: The World Wide WebUnlike the SOAP standard, which is used for ODs

Axis/Axis2 web services, REST is not a protocol. It is a collection of loose constraints that the designer of a web service should adhere to, leaving the implementation of those constraints for the developer to decide.

A web service that adheres to all the principles defined by REST is considered RESTful.


Introduction to REST

Clients interact with a REST web service via a Uniform Resource Locator (URL) and request methods defined in the Hypertext Transfer Protocol (HTTP) standard. URL:

https://www.google.com/search?q=avaya&aq=f&oq=avaya&sourceid=chrome&ie=UTF-8

HTTP Vocabulary: GET, POST, PUT, DELETE, HEAD, TRACE, OPTIONS, CONNECT, PATCH

REST does not require a web service conform to any specific return format, though the most common ones are XML and JSON.


Why REST?

Pros Uses existing protocols

and standards (dont reinvent the wheel)

Less overhead than SOAP

Faster than SOAP Simpler to implement

and consume

Cons Clients user must be

more involved in interactions with the web service compared to SOAP


REST in OD 7.0 New WSOP

The familiar File->New menu has the new Web Service Operation File (REST) entry.

Selection of the entry brings up a simple wizard that asks for the WSOPs file name.


REST in OD 7.0 Usage in Flow


REST in OD 7.0 Enable Connector


REST in OD 7.0 WSOP Editor


REST in OD 7.0 WS Information

User can select one of four HTTP Methods to send or receive data: GET: requests a resource from the

server POST: requests a resource be

changed PUT: requests a new resource be

added DELETE: requests a resources be

deleted

Timeout is set to 45 seconds by default

REST URL shows a preview of the final URL that will be used for the request

Server/Endpoint URL is where the user may enter the URL to use for the request

URL Format builds the REST URL using the Input Parameters (next slide) as either parts of a query string or a path Query: ?q=avaya&sourceid=chrome Path: /usa/product/avaya-aura-

orchestration-designer


REST in OD 7.0 Input Parameters

Variable and Field for storing return value REST Parameter used to build

query string in URL

URL Parameter Type overrides URL Format selected in general WS Information. Options are WSOP Defined, Path, Query.


REST in OD 7.0 Output Parameters

Return Parameter takes Xpathexpression or (ALL) to store entire return into the variable

Variable and Field for storing return value

Edit Output opens Output Editor that shows XML representation of return from web service


REST in OD 7.0 Output Parameters (Advanced Options) Output Format is set to Server

Default by default and sets the return object to be what the server returns. Other options are XML, JSON, and String.

Use Java Object is enabled by default. Deselecting it changes Output Format values to XML String and JSON String

Custom Content Type allows adding unusual or custom MIME/Internet Media types. Primarily used for JSON returns.

Clear Output Cache used for Output Editor.

Restore Defaults resets all Advanced Options


REST in OD 7.0 Output Parameters (Output Editor)


REST in OD 7.0 Authorization/Headers

Authorization allows setting the user name and password as well as security info

Headers allow sending or receiving of data in the HTTP header

Handoff to AACC

OD Development Team

Ross Yakulis


Handoff To AACC

Send message channel input to an AACC for agent processing.

Allows application to decide what information to pass to the agent.

When agent replies, the reply will be sent back to the client on the same channel as the input was received.

The interface from OD to AACC is email. See: Application Notes for Configuring Avaya Aura Contact

Center R6.2 to WEBTEXT.com SMS V2.0 Issue 1.0

This is the same interface that the Social Media Manager uses


Handoff To AACC

Enable the Connector

Enter the to address (the address AACC is listening on)

Enter the from address


Handoff To AACC

Simple Flow that just sends all input to AACC

Normally you would only send to an agent if the application could not handle the input in self service


Handoff To AACC

Wizard to crate new AACC handoff message

Only supply name


Handoff To AACC

Select variables for Subject and Sub-Heading of message to AACC

Then add parameters

Parameters are variables that you want to be part of the message

Reply To Customer are the default values when the agent replies


Handoff To AACC

Add an operation to the data node and select the saved AACC message


Handoff To AACC

Create a message to send to EPM. This example uses email

The To: is configured on EPM email connection for incoming mail

Could also use SMS


Handoff To AACC

Agent Desktop When the

message in previous slide arrives at the EPM the application is launched and passed the input message.

The application then executes the send to AACC operation

And an email is send to AACC


Handoff To AACC

Here the email arrives at the agent desktop.

On the left you can see the To, From and Message Subject.

On the right you can see the message body with the subheading and parameters

Click Here to Reply to Customer


Handoff To AACC

Reply To, From, Subject and Body are automatically populated.

The Agent enters their reply and clicks the send icon at the bottom of the page. Agent Reply here


Handoff To AACC

Confirmation that reply message was sent to the client.

The OD runtime will send the reply on the same channel as the original input was received Input ->To AACC -> Reply Email -> Email -> Email SMS -> Email -> SMS


Handoff To AACC

Reply Received by customer

Simplified UUI

OD Development Team

Ross Yakulis


Simplified UUI

New operation PrepareAAISupports both Shared mode and Service Provider modeService Provider mode only allows application dataShared mode allows for UCID or application data or

both.

Previously you had to hex encode the data then assemble into a final string. Now it is one operation.


Simplified UUI

Shared mode examples of the output PD,04;C8,;FA, PD,00;FA, PD,04;C8,Servicer Provider mode examples of the output

04

Miscellaneous

OD Development Team

Ross Yakulis


Show Caught Exceptions

New option in ddrt.propertiesShowcaughtexceptions (enabled | disabled )When an exception is caught by the application a stack

trace is still printed to the trace.log.

Useful when debugging


Enable Trace for Experience Portal

Allows you to toggle tracing options from the EPM Applications configuration page.

Overrides the settings in the ddrt.properties

Language Detection

OD Development Team

Ross Yakulis


Language Detection

New Connector that detects language in text.

Connector has a single operation that takes an input text variable, result variable and a hint. The hint is the language hint with the default being en.

The result is the ISO-639-1 language code


Language Detection

The longer the text the better the accuracy. Text containing mixed language will return the language code for the most

dominant language in the text

The "hint" function works such that the "hinted" language will be returned unless the top scoring language is (a) different and (b) exceeds the score of the "hinted" language by ~2%.

If text is in an unsupported language, the recognizer will return one of the known languages.


Language Detection

Language Code ReturnedArmenian hyHebrew heArabic arThaana dvDevanagari (Hindi) hiBengali bnGurmukhi paGujarati guOriya orTamil taTelugu teKannada knMalayalam mlSinhala siThai thLao loTibetan boBurmese&Myanmar myGeorgian kaEthiopic amTagalog tlKhmer kmMongolian mnSundanese su

Languagesrecognizedbycharacterset:


Language Detection

Danish daGerman deEnglish enSpanish esFinnish fiFrench frCroatian hrIndonesian idIcelandic isItalian itJapanese jaKorean koDutch nlNorwegian noPolish plPortugeuse ptRussian ruSerbian srSwedish svTurkish trChinese (Simplified) zh-cnChinese (Traditional) zh-tw

Languagesrecognizedbycharacterngrammodels:

Launch Outbound Call PDC

OD Development Team

Jianing Han


Launch Outbound Call PDC Overview

Launch Outbound Call PDC allows user to launch outbound call from either speech application or message application.

Launch Outbound Call PDC is abstracted so that the user does not have to create WSOP or write Java code

Two Items in Launch Outbound Call PDC: LaunchVXMLCall and LaunchCCXMLCall


Launch Outbound PDC GUI

Launch Outbound Call PDC is enabled via the Pluggable Connectors tab in the Orchestration Designer page of the project properties.


Launch Outbound PDC GUI (Cont.)

Experience Portal needs to be chosen via Runtime the Runtime Platform in the General tab in Orchestration Designer in project properties.

NOTE: Launch Outbound call PDC is NOT supported in desktop mode. This means that you cannot run it from application simulator.

Two new entries are added to data Palette: LaunchVXMLCallLaunchCCXMLCall Adding LaunchVXMLCall/LaunchCCXMLCall to your flow:

Drag and drop from the palette in your data node Define the properties Check result variable


LaunchVXMLCall

LaunchVXMLCall properties: Result Return value from AAEP Web Service. success or error

string.

applicatioName -- The name of the VoiceXML application which can be run after the outbound call is connected.

Note: The application name must match the one that you add to AAEP

through EPM.

toURI -- The destination that the VoiceXML application must call. applicationURL -- The URL of the VoiceXML application fromURI -- The origination of the call ConnectTimeoutSecs -- The maximum time, in seconds, that the

system must wait for the outbound call to be connected

Parameters The name and value pairs for the VoiceXML application UUI -- The user-to-user (UUI) information for the outbound VoiceXML

call.

Zone: The zone ID which the VoiceXML application is on.


LaunchCCXMLCall LaunchCCXMLCall properties:

Result Return value from AAEP Web Service. success or error string.

applicationName -- The name of the CCXML application which can be run after the outbound call is connected.

Note: The application name must match the one that you add to AAEP

through EPM.

applicationURL -- The URL of theCCXML application toURI -- The destination that the CCXML application must call. LaunchTimeout -- The maximum time to wait for CCXML app. to start Parameters The name and value pairs for the CCXML application UUI -- The user-to-user (UUI) information for the outbound CCXML

call.

Zone: The zone ID which the CCXML application is on.


Misc.

Required LaunchVXMLCall properties: applicationName toURI fromURI Required LaunchCCXMLCall properties:

applicationName

NOTE:

1. The application configured on AAEP must be enabled for Launch Outbound Call to be successful.

2. Launch Outbound Call PDC is only available on OD7.0.

VXML Send and Receive

OD Development Team

Ross Yakulis


Sending Events between CCXML and VXML Overview

With this release, application developers can pass events between CCXML and VXML.

CCXML can send to a dialog


Sending Events between CCXML and VXML Overview

VXML can receive events synchronously Use the receive tag to receive a synchronous event -> In the synchronous mode, events can arrive and be queued or be thrown away if the application is not listening. The

externalevents.queue property controls this behavior. If true events are queues for synchronous retrieval. If false events are discarded if the application is not listening.

No example application for synchronous events.

Only on the Platform The desktop browser does not support the send and receive in VXML No GUI representation for send and receive. Need to use VXML servlet and add minimal code Example:

The SendToVXML (CCXML) and ReceiveFromCCXML (VXML) example application pair demonstrate the asynchronous behavior.

See http://www.w3.org/TR/voicexml30/#ExternalCommunicationModule for additional details.


SendToVXML - ReceiveFromCCXML

CCXML VXML

aaod 7 0 knowledge transfer

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