Knowledge Transfer Avaya Aura® Experience Portal 7

Knowledge Transfer Avaya Aura® Experience Portal 7
Knowledge Transfer Avaya Aura® Experience Portal 7.1 and Avaya Aura® Orchestration Designer 7.1 April 2016

Logistics & Agenda by Samir Jain

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Avaya Aura® Experience Portal 7
Avaya Aura® Experience Portal 7.1 and Avaya Aura® Orchestration Designer Agenda Value Proposition - Samir Overall Technical Prerequisites - Samir Technical Prerequisites Hardware & Software Requirements Orchestration Designer Experience Portal Platform Installation / Upgrade - Samir Architecture – JP Redirector Application HTML5 Enhancements Experience Portal Enhancements - JP Application Development Experience - Wilson Redirector Configuration – Wilson (Presenter), JP (SME) web page and deployment Break (15 minutes)

AAEP 7.1 and AAOD 7.1 – Agenda – (cont.)
Engagement Designer Integration - Ross New PDC to call an Engagement Designer Workflow from an Orchestration Designer Application New Engagement Designer Snap-ins for the Dynamic Tasks to call an Orchestration Designer Application from a Workflow Experience Portal Mobile Web Example - JP Enhancements Orchestration Designer - Ross Processing Asynchronous REST Requests in Orchestration Designer Real Time Events Conversation Management PDC with Cross Channel Conversations in Orchestration Designer Experience Portal - JP Single Sign-on with System Manager – JP (Karen SME) Currency with 3rd party components – JP (OP & ED) Closing - Samir

Abbreviations and Trademarks
We may use the following abbreviations for Avaya product names in this presentation. Avaya Aura® Experience Portal = AAEP Avaya Aura® Orchestration Designer = AAOD Avaya Aura® Communication Manager = CM Avaya Aura® Session Manager = SM Avaya Aura® System Manager = SMGR Avaya Session Border Controller for Enterprise = SBCE Avaya Aura Messaging = AAM Avaya product names are trademarks or registered trademarks in the U.S. and other countries. All brand names and product names are trademarks or registered trademarks of their respective companies.

Value Proposition by Samir Jain

Smart Phone Adoption 5X Adoption! Telephone penetration rates that took 50 years took 10 years for Smartphones… 74.9% of mobile phones are smart phones in the US1 Up from 65.2% since previous December 2013 US is #13 Globally2 A smartphone is not a phone, but a computer with a phone application Comscore – Feb 9, Statista - 1 – Comscore – Feb 2015 2 – Statista

Global use of smartphones for customer service
The smartphone is slowly coming to the core of customer service engagement Use smartphone to… Download apps for customer service 46% Comment on social media - service 45% Phone call centres 70% Phone call centre & look at web on smartphone 50% Scan in-store to get best prices 44% Visual IVR options on smartphone – see department options & select by touching smartphone screen China Indonesia India UAE Singapore Q.22 88% 88% 86% 84% 78% Spain USA UK Belgium Germany 69% 60% 54% 47% 31% Source: BT/Avaya, 2015.Global data.

Changing Behaviors and Expectations Customers Want to Serve Themselves
And They Want to Self Serve via Smart Phones Customers Want to Self Serve 53% of online customers agree that self-service is good because it puts them in control2 71% of customers say they appreciate the ability to raise complaints or issues to a business via an app 1 67% of customers want visual IVR options on a smart phone 2 46% of customers want to download customer service apps on a smart phone 2 Sources: Research from Oracle The Autonomous Customer 2015, Commissioned by BT and Avaya, 2015

of customers want to switch from web chat to phone
But Customers also want access to live support In a seamless, integrated fashion 71% of customers would like apps that allow them to communicate with service staff while online (like web chat, video, phone or messaging) 62% of customers want to switch from web chat to phone 59% of customers would like video on phone calls so that they can see the agent when discussing complex issues 84% of US &79% of UK customers want an advisor available on phone / web-chat when internet shopping Sources: The Autonomous Customer 2015, Commissioned by BT and Avaya, 2015

Mobile Experience Today – Lack of Connection
Welcome Mobile application enables data capture and rich customer context: Authentication, Location, Photos, etc. Start Claim Dial ? This will exit the application and dial and lose all your context, would you like to continue? Enter Data Need Help? All of this is lost when transitioning to Contact Center Let’s look a little more closely at the solution for an insurance company. Customer self serves through claims application, as an example. However if the customer needs to contact a person for live assistance - the phone application is launched and the user loses ALL THEIR CONTEXT – and starts over again.

WHAT happens in your contact center today?
… app doesn’t offer option to transfer customer to agent? …customer has to start transaction again in another channel? …customer has to go through another round of identification and verification? This is a truly annoying experience that does not have to be that way. …transaction information from app not available to contact center agent? …customer has to repeat details already provided as agent unware of activities done in app?

What is Communication Enabling Mobile Applications?
Continuity of Context between the mobile user experience and the contact center Identity and authentication Location Intent Choice of appropriate channel of communication Voice Calls – real-time or callback Chat Web Calls Rich Interaction Photos Text Closed loop reporting The channel is not the issue The issue is the issue Gartner claims 87% of businesses will compete primarily on Customer Experience by 2017 How are you getting ready?

Business Value of Avaya Aura Experience Portal 7.1
Support outbound and inbound Mobile Web Experiences through HTML5/CSS Orchestrate interactions with context across voice, video and text Enable mobile communication into Avaya BreezeTM Provide wait treatment for Avaya BreezeTM enabled video sessions COMMUNICATION ENABLE MOBILE APPLICATIONS Introduce Experience Portal customers to Avaya BreezeTM Snap-ins without disrupting existing implementations Extend value of both Engagement Designer and Orchestration Designer applications Increase automation of business work flows leveraging Orchestration Designer LEVERAGE EXPERIENCE PORTAL INVESTMENT

Value Proposition Avaya Aura® Experience Portal 7.1 and Orchestration Designer 7.1 Overview Avaya Aura® Experience Portal self-service platform is the foundational element of the Automated Experience product portfolio and used with Avaya Aura® Orchestration Designer as a service creation environment for implementing speech and multichannel applications and delivering an end-to-end customer experience. Avaya Aura® Experience Portal 7.1 will continue to build on the open web service based interface, provide security/privacy and support for bi directional text based channels (along with Orchestration Designer 7.1) and drive investment protection by enabling migration on existing supported hardware and software configurations. . What’s New since 7.0.1? Two way Integration between Avaya BreezeTM, Context Store and Engagement Designer (ED) snap-ins and Orchestration Designer/Experience Portal allowing Orchestration Designer applications to call ED Workflows and vice versa for more comprehensive multichannel exchanges between Customer and Customer Care: Launch OD applications for any channel from ED work flows with context Launch or return to an ED work flow from an OD application with context

Value Proposition – cont.
Avaya Aura® Experience Portal 7.1 and Orchestration Designer 7.1 What’s New since 7.0.1? – cont. Experience Portal 7.1 enables the Mobile Web as a managed channel. Currently, many if not all customer care channels allow for voice communications and the capabilities brought on by the web and Smartphones (i.e. , SMS, Chat, Video). What is missing, however, is the ability to integrate this into the existing processes for Contact Centers’ customer engagement. This is where Experience Portal 7.1 will deliver this core integration point. Functionality will include: HTML5/CSS/JQuery Environment for Mobile Web Interactions including text, images, forms, and Jquery/Javascript widgets Access to HTML5 Browser extended data elements such as geolocation, images, access to and launch of external applications Ability to send associated meta data to OD framework for association with Context Store Elements Ability to explicitly push Web Pages and Session data from Orchestration Designer (and by proxy from Web Services accessing OD) Explicitly, we will NOT be in the Mobile Applications business, we will be supporting Customer Interactions for Customer Care and support a value proposition that allows the line of business, marketing, customer care and IT to mutually benefit from this solution.

Overall Technical Prerequisites by Samir Jain

Orchestration Designer 7.1

Experience Portal Install/Upgrades
OVA based systems can be upgraded through traditional software media – (supported since 7.0.2) Supported upgrades: From 6.0.x or greater OS requirements: RHEL 6.7 or later update for new installs RHEL 6.4 or later update for upgrades Hardware: Supported Server Upgrades: HP DL360 G7 and HP DL360p G8. EP 7.1 supports CSR3 – HP DL360 G9 IBM x3550 no longer supported Upgrades of OVA based systems using ISO/media is new. Note that if upgrading the OS, reinstallation of VMWare tools is also required TBD: What’s the OS requirement for upgraded systems?

VMWare & OVA OVA Hardware Requirements/Footprint:
4 socket, 1 core each 120 GB storage OVA Hardware Reservation: 9500 MHz total 4 GB RAM Supported VMWare Versions: 5.5 and 6.0 All are same as in 7.0.2, except for the supported VMWare versions (last bullet). Previously was 5.1 and 5.5

Platform Installation / Upgrade by Samir Jain

There are no changes to the installation or upgrade procedures for Orchestration Designer See the documentation below for instructions on upgrading or installing Orchestration Designer. Experience Portal 7.1 There are no changes to the installation or upgrade procedures for Experience Portal See documentation below for instructions on upgrading or installing Experience Portal. Implementing Avaya Aura® Experience Portal on a single server Implementing Avaya Aura® Experience Portal on multiple servers Upgrading to Avaya Aura Experience Portal 7.0.1 Deploying Avaya Aura® Experience Portal in an Avaya Customer Experience Virtualized Environment

Experience Portal – Orchestration Designer Architecture by Jai Pugalia

AAEP Overall Architecture
Redirector App server and HTML App server are new in AAEP 7.1

Mobile Architecture - 1 DMZ Orchestration Designer HTML Applications
HTTP Reverse Proxy Application Server Orchestration Designer HTML Applications Orchestration Designer HTML Applications Orchestration Designer HTML Applications Firewall Firewall Redirector EPM EPM EPM / Aux EPMs

Mobile Architecture - 2 DMZ HTTP
(8) HTML exchange External App IP (8) HTML exchange Internal App IP HTTP Reverse Proxy Application Server (7) Redirect to External HTML App IP Address With Params from EPM Orchestration Designer HTML Applications Firewall Firewall Redirector Redirector Receives App Name from Mobile browser Calls EPM with data Sends Redirect (302) to the Mobile browser (1) External Redirector IP Address Params * (2) Internal Redirector IP Address Params * (6) External HTML App IP Address DD Session ID Tomcat Session ID Data Store Key *** (3) LaunchHTML Web Service Call ** Reverse Proxy Load Balancer for Redirector Maps external IP addresses to Internal IP addresses (4) Internal HTML App IP Address EPM * Note: Params are: <AppName> – Name of HTML app to launch c<ConversationId> – The key into the context store u<ucid> – Contains the UCID (5) DD Session ID Tomcat Session ID Data Store Key *** EPM Fields WS requests from Redirector Launches HTML Applications Return application specific parameters to Redirector Save CDR/SDR/ADR Reporting Data from OD Runtime in reporting DB ** Note: Web service called containing data from Parameters passed into the Redirector *** Note: Data Store could be either the Context Store or the Conversation Store

EDP Integration Architecture

EDP Integration Flow

Multi-Channel Conversations/Context

HTML5 Enhancements by Jai Pugalia & Wilson Yu

Experience Portal HTML Enhancements by Jai Pugalia

HTML Application Configuration - 1
New application type HTML Two stage add process

HTML Application Configuration - 2
New application type HTML (cont.) Two stage add process (cont.)

HTML Licensing Works with license version 7.0
New license type – HTML Units Required for HTML5 capability Each unit allows for one HTML launch System wide enforcement Enforced on daily basis System Monitor shows daily usage

HTML Monitoring System Monitor Shows status of HTML

HTML Resource Usage Threshold
EPM Settings HTML Resource Usage Threshold Triggers an alarm once the threshold is reached Note: A major alarm is triggered when the resource usage has exceeded.

HTML Maintenance Reports
All relevant pages support HTML Examples: Audit Log Viewer

HTML Historical Reports
All relevant reports support HTML Examples: Contact / Session Summary Contact / Session Detail

HTML Management Interface Web Service
All relevant management web services methods support HTML getApplicationNames getApplicationInfo setApplicationInfo addApplicationInfo deleteApplicationInfo getAppConfigurableVars setAppConfigurableVars

HTML5 Application Development Experience by Wilson Yu

OD Web Perspective

Create a new Web channel project
Click on the icon in the tool bar on top. Fill the project name in the wizard dialog. Click Finish Custom templates for JSP generation Javscript and CSS files Language folder containing localized resources Runtime JSP files Static html files Support simulation

Complete the new project
Find the Return item in the palette, drag it into the flow editor and connect the 2 nodes. Change the Name of the Return if you prefer. Select the AppRoot node. Set the Title Message property to “Welcome to your first app”, Message Style to “font-weight:bold”, Show Web Content to “Yes” Save the flow. Note: By default, Show Web Content is set to No, in which case AppRoot is not used as the first page of the app but the next node is.

Run the app from Simulator
Select the project and click on the Run Application button in Application Simulator view. The simulator will start up Tomcat, and launch the first page of the app in the default web browser. The default browser can be changed in Preferences- >Avaya Aura->Application Simulation by providing the executable’ s path and name. This app has 2 pages. The Start and Exit. In the Navigtor, you can find 2 jsp files – Start.jsp, Exit.jsp - in the jsp folder under the project root. These 2 files directly emit HTML to the web browser at runtime. The JSP files in the jsp folder are generated for runtime purpose.

Add a Collect node Drag and drop the Collect item from the palette onto the flow. Change the name. Connect all the nodes. Double-click on the new Collect node to open its editor. By default, it has one Text Input. The list of inputs can be modified by removing and adding new items from the palette. Use the Properties view to configure each Input item. OD creates a system variable using the Name. Before configuring the Label ID of an Input item, a Textset resource file needs to be created.

Text set resource A Textset file is a special OD resource that holds a list of language specific text strings. Under each language supported by the project, you can have multiple Textset files for organization purpose. Create a new Textset file by select Textset file from the project’s context menu New. Manage the list of text strings by adding, deleting, and editing in the Textset Editor. Screenshot shows wiring the name text label ID to the flow input.

Run the app Check the Problems view and make sure it is clear of errors. Run the app from Simulator. The label Name for the text input matches the text item in the Textset file. When user hits Next, the web page submits the input to the app server, and the app server in turn stores the value in the OD system variable created for the Input.

Confirm User Input Add an Announce node to the flow to show what the user has entered previously and ask for confirmation. Similar with the Collect node used earlier, the Announce node is a template node based on the Form node. The difference is the Announce node comes with a prompt element by default and a different node icon to depict its purpose. Create a prompt file by right-clicking on the prompt element. OD will prompt you for the prompt file name, create the file and open the prompt editor. The palette in the prompt editor offers 3 useful items for creating the UI to show information. Confirm.prompt Web Element – supports displaying different types of information automcatically. HTML Text – display the HTML text including tags. Text Variable - display text value from variables as is.

Confirm User Input (cont.)
Add a Choice Input to allow user to choose Yes or No. Add a Data node to process the user choice. Add logic to the data node so that when the user choose No, route him/her back to GetInfo. Otherwise, Exit. Here is what the ConfirmInfo page looks like when running the app: ProcessConfirm

Form node palette Can be used in Form, Collect and Announce nodes for collecting user input. Can have multiple instances and used in combination to form a web page to collect different types of data. Each input type generates HTML5 on the web browser. Its appearance and responsiveness depends on the web browser type and the CSS + Javascript framework. Jquery Mobile is used by default. Text Input supports various text-based data types – number, date, range and etc. Choice Input provides multiple choices in form of radio buttons or dropdown. Location Input detects, shows and submits user’s location. Voice, Picture and Video Input each activates device’s camera and microphone, and submit file to app server.

Menu node Menus are used for branching in the flow. A menu node contains multiple links. Users click on a link to lead to a branch of the flow. This example shows 2 links added to the menu node by using the Web Choice items from the Menu palette. Configure each Web Choice item using text from Textset. The menu variable’s value field will store the name of choice that the user clicks on at runtime.

Prompt editor and palette
Prompts are used in the Form, Collect, Announce and Return nodes for showing messages and variable content to users on the web browser. Prompts are language dependent. When you create a prompt, the file will be replicated for each language in the project. Messages and variable values can be formatted and styled using the HTML tags. Web Elements automatically style the variable data according to the type you configure. For example, if the variable contain geographic coordinates from the user input, you would set the type property of the Web Element to Map, the map graphic would show up. Therefore, this element is most appropriately used to match an Input item. You can use the combination of HTML Text and Text Variable items to create a HTML coded string. The example on this screen shows how you loop through a variable collection to create a table with 2 columns – Name and Phone. The resulted table displays contact information from a complex variable named contacts. Each phone number also shows as a clickable link to launch a call.

Web page example with prompt set up in previous page
Web Element type=map HTML Text and Text Variable

Data node - Set Web Error item
Use the Set Web Error item in the Data node to set a user error and show it on the web page which follows the Data node in the flow execution. The configuration showing above can be found in the StockAndWeatherWeb sample app. It shows the logic in the ExecuteWeatherQuery Data node that if the city entered is invalid, user will be routed back to the GetCity Collect node, and the error message is showing. When Set Web Error is first dragged and drop into the editor, its default responsibility is to clear the error. By configuring the properties, you set the error message and it will show up in the next Form node.

Approot – On Session Timeout event handler
The event handler helps to execute logic for cleanup and reporting purposes. It is triggered when session timeout occurs on the app server. It is an app server supported event. The timeout value is administered using the app server’s admin tool. The administrator decides the value based on the business need. Consider how much time user needs to stay on a web page. Only Data nodes get executed in the path pointed by the event handler. Once the Data nodes have been executed, the OD session officially ends. Tomcat/conf/web.xml: <session-config> <session-timeout>30</session-timeout> </session-config>

Jquery Mobile Theme You can customize the look and feel using the free online tool - Using this tool, it is easy to change the font and color in different areas of application web pages. Create a theme with different swatches, download your creation and install it onto the app.

Steps to install a theme
Unzip the theme package into a directory. Right-click on the project in Eclipse and load up the Properties. Go to Orchestration Designer->JS/CSS/Theme tab as shown above. Click on the Add File button to add the two css files from the theme directory which has been expanded from theme package. Fill in the Theme Name. It should match the name of the <themename>.css file. Select the swatch which you want to use from the theme. Click OK. If you find images missing in the buttons when you run the app, copy the images directory from the theme package into the project’s css directory. The files copied into the css folder and links generated automatically on the JSP files.

Customize All Pages A scenario may require you to have some custom code added to all the web pages. For example, a header or footer is needed. OD can generated custom templates to allow such customization. Simply follow the steps: Open the Properties dialog of the project. Check “Use custom templates…” in the JS/CSS/Theme tab. Click OK. OD generates a set of template files based on existing sample ones.

Customize All Pages (cont.)
Edit the Form_template.jsp with the following code to customize all the Form, Collect and Announce nodes with a footer. ……. <footer> <hr/> <p class="footer" style="text-align: center; font-size:12px">© 2015 Autosurance, Inc. · <a href="#" data-toggle="modal" data-target="#aboutModal">Privacy</a> · <a href="#" data-toggle="modal" data-target="#aboutModal">Terms of Use</a></p> </footer> </div> </body> </html> Re-generate the project and run it. Add the same code to Approot_template.jsp if it’s used for welcome page. Add the same code to Return_template.jsp and Menu_template.jsp for the Menu nodes.

Customize a single node
Customize a single node. You would right-click on the target node and select “Customize…” from the context menu. This action will cause OD to create a template with the node’s name and open the file for editing. In the JSP editor, insert the message (in red as an example). Once you are done editing, save and re-generate the project. A new JSP file is created in the jsp folder. <$ if (titleMsg != null && !titleMsg.equals("")){ $> <p><$=titleMsg$></p> <br> <$}$> <p>This is a special message</p>

Multilanguage Support
Add new language code xx-xx to Preferences. Add the new language code to the project in Properties. OD creates a new folder for the language with the name you choose. The folder is populated with the existing Prompt and Textset files. The text in each of the files has to be localized. Based on the web browser’s language settings, the flow will use the files of the language to display.

Sample Applications StockAndWeatherWeb - This application is the HTML5 version of the well-known StockAndWeatherAudio speech app. It presents users a menu with options to check stock quote or weather. Users enter a stock symbol or city name in the textbox. The stock quote or weather information will be returned to the users’ web page. This app demonstrates working with Menu, Collect and Announce nodes. It uses the web service connector to retrieve information and demonstrates error handling. PromptItemsForWeb - This app demonstrates various uses of the prompt palette items to display a list of items from database or data file. It first initializes a variable collection from a data file (it could have been database also). It then displays couple of attributes of each item in the list all on one page. For each item, it provides a URL to launch a page to display more content (such as picture or video) that would take up more space. DataCollectionWeb - This application demotrates the use of various palette items offered by the OD environment in developing UI rich HTML5 pages for collecting user information. SaveContextToCSWeb - This app shows how to create and update context information in the context store using the Workflow Integration data connector.

Deployment and Redirector
To deploy the HTML5 application on an app server, you would go through the Export wizard the same way as other channel app types. We support Tomcat 7/8, Wesphere 8.5.5, Weblogic 12c and JBOSS 7. HTML5 applications have to be configured as managed applications on Experience Portal Manager (EPM). A component based on our concept of the Redirector has to be configured to help launch the application from EPM. We provide a sample of the Redirctor as reference on how it should be implemented. This is a simple wizard to retrieve the sample Redirector war file Launch wizard to export the app to a deployable war or ear file.

Debugging Tips Every modern web browser such Chrome, Firefox and IE comes with a useful developer’s tool that allows you to see the HTML, CSS and Javascript that are driving a UI component showing on the browser. It is the tool that you would use instantly when the UI is stuck. When that happens, mostly likely you have a Javascript error or invalid HTML. If you see a raw Java exception showing on the web page, you might have run into an uncaught exception on the app server side. Check the OD trace.log file or the console and look at the exception stack trace to see where exactly the error is originated. You can try out things by directly editing the JSP files in the jsp folder of the project but be aware that these files are auto-generated. Whenever you modify/save the flow or use the Generate Project menu option, your changes will be gone. Make sure you use the templates in the custom folder to save the permanent change. Useful sites:

Redirector Application by Wilson Yu

Introduction: The HTML5 Redirector Sample Application is an application that redirects the initial requests from a remote device to an OD HTML application. It is deployed on a customer server that can be accessed from the public network. The following is a sample architecture setup:

NOTE: The Redirector will deploy successfully on Tomcat 6 and above.
Deployment: The Web Archive file (WAR file) can be dropped into Tomcat’s webapp directory. Once exploded, there will be configuration and log files located in the Redirector’s WEB-INF directory. Tomcat may or may not need be restarted, but once deployment is done, the standard URL to access the Redirector and start an application is of the form: For example: Additional query parameters may be added to the URL and will be sent to the application for use there. NOTE: The Redirector will deploy successfully on Tomcat 6 and above.

Setup: Adding EPMs and credentials is done by accessing the setup utility located in the WEB-INF directory. Launching either the setup.bat (Windows) or setup.sh (Unix) scripts will start the utility and display the current configuration: WEB-INF]# ./setup.sh 0-Timeout (ms): 5000 1-Log Enabled: false 2-Max Log Size (MB): 10 Configured Servers: None. (A)dd a server, (D)elete a server, (S)et a parameter, or (Q)uit setup> Figure 1 Initial configuration

Initially the configuration will have no servers configured as displayed in figure 1. Use the (A)dd command by entering “A” at the setup prompt to add a new server: setup> a Enter address (hostname or IP): Enter priority ( ): 0 Enter username: redirector Enter password: New certificates: Subject: CN=scaaep134,O=Avaya,OU=EPM Issuer: CN=scaaep134,O=Avaya,OU=EPM Serial Number: 8d492e702d6aad12 Signature Algorithm: SHA256withRSA Valid from Mon Sep 07 22:33:50 PDT 2015 until Thu Sep 04 22:33:50 PDT 2025 Certificate fingerprints MD5: 31a1 8b3a b54b b1 c33d 2f5b 63f3 SHA: 0e4c 923a 41df 0bc0 6a e2d 36ce Accept the new certificate(s) and add this server configuration? [Y/n]: 0-Timeout (ms): 5000 1-Log Enabled: false 2-Max Log Size (MB): 10 Configured Servers: Id Address Pri Username redirector (A)dd a server, (D)elete a server, (S)et a parameter, or (Q)uit setup> Figure 2 Configuration after adding a new server

Sequential prompts for the server address, priority, username and password will appear.
The address can be either a hostname or IP address, optionally followed by a port number separated by a colon. The priority establishes the order in which the configured servers will be processed. Lower values for priority will be processed first and servers with equal priorities will be randomly ordered on each request (i.e. servers with equal priorities will be assigned an approximately equal number of requests). The displayed list of servers is sorted based on ascending order of priority. The username and password should match the values configured on the EPM for a user with the Web Services feature. Once filled out, a test connection will be made to the EPM server with the supplied address and credentials. Additionally, checks are made to see if the necessary certificates are already in the trust store. If any new certificates are found when connecting to the server, the certificates are shown along with a prompt to confirm acceptance of the new certificates. If the test connection fails, a prompt to force acceptance of the configuration will be displayed. If the connection is successful and there are no new certificates, the configuration is automatically accepted and the setup prompt is again displayed. A server configuration can be deleted using the (D)elete command from the setup prompt and entering the corresponding Id number when prompted. Similarly, the value for one of the global parameters can be adjusted by using the (S)et command from the setup prompt, entering the parameter number, and entering the new value when prompted.

Configuring HTML Redirector
New page HTML Redirectors in EPM web application Accessible from Multi-Media Configuration -> HTML menu item Configure HTML redirector per zone HTML redirector communicates with EPMs for launching HTML applications using the Application Interface web service. Note: If a reverse proxy is used, then you need to configure the reverse proxy details here.

Run-time: URL Generator PDC:
Once running, the Redirector will log activity to the log.txt file located in the WEB-INF directory, rolling the log when the configured Max Log Size is hit. Initially, only errors (non-302 responses and exceptions) will be stored in the log, unless the Log Enabled flag is changed to true (i.e. the default value is false). Otherwise, all HTTP response codes sent back for each request are logged, including 302 responses with the associated redirection URL. URL Generator PDC: Orchestration Designer applications can use the Redirector to launch HTML applications by enabling the Generate URL to HTML Application PDC in the project’s properties. Further documentation will be provided on the feature, but a sample scenario would be a developer wants to send an to a customer and include a URL to launch an app. Within the app’s Data node, a Generate URL item would then be added and can be used for this purpose.

HTML application URL Generator
Generates a URL to an OD HTML application configured on EP Application Name is the name of the configured application not the project name If a conversation has been started the conversation id is added to the query string Uses the configured HTML Redirector address in the URL Also appends the session:ucid to the query string.

Orchestration Designer Application Integration with Engagement Designer Workflows by Ross Yakulis

Definitions OD – Orchestration Designer EP (AAEP) – Experience Portal
ED – Engagement Designer Workflow – Engagement Designer Application (output of ED) Dynamic Task – ED Extensions for new functionality. EDP – Engagement Designer Platform (Breeze)

Engagement Designer High Level flow
Multi level flows Business Analyst Engagement Designer High Level flow Step3 Start Step1 Step2 End Step4 OD Speech OD SMS IT Developer

Solution Overview EDP (Breeze) AAEP EPM MPP App Server Service Bus
Speech Context Store Work Assignment WebRTC Workflow EPM EP Dynamic Tasks MPP Scalability Security Virtualization Management/ Serviceability Inter-Service Messaging Workflow EDP (Breeze) Service Bus App Server Scalability Agent & Consumer

EDP/ED First. EDP/ED EP/OD OD SMS/Email Application Workflow
2-way SMS/ Conversation Workflow EP Dynamic Tasks (Web Service Call) OD SMS/ Application Completion Event Context Store Workflow Place Call with UUI OD Speech Application Context Store

EDP/ED First – Telephony
Call comes into EDP and ED answers the call, and brings OD into the call for IVR processing -or- ED workflow creates a new 2 party call to the customer and EP/OD for IVR processing UC2_ExistingCallODAdded UC3_NewCallToOD There are 2 options for passing context with the option 1 being recommended option

EDP/ED Option 1 Use Context Store
Context is passed to OD in the context store and the context id is passed in the UUI (call context). OD retrieves data from the context store and updates and/or adds new data. The context id in the UUI is automatically stored into the OD variable avayaContextId. When the workflow detects the call leg to OD is dropped the workflow knows OD is finished and results are in the context store.

EDP/ED Option 2 do not use Context Store
Context is passed only in the UUI (96 byte limit). Must contain an instance id of the workflow. OD retrieves data from the variable avayaContextId The OD application is responsible for interpreting the format of the data and how the values are delimited OD has to send and event back to the workflow with any return data. The workflow instance id denotes the destination of the event. When the workflow receives the return event it can retrieve data from the event and proceed.

EDP/ED First – SMS/Email
ED workflow uses EP Dynamic Tasks to provide EP/OD 2-way SMS/ for customer interaction. UC4_SMSTwoWayConfirm UC4_SMSTwoWayConfirmEventsOnly UC5_ TwoWayConfirm There are 2 options for passing context with the option 1 being recommended option

EDP/ED Option 1 Use Context Store
Context is passed in the context store and the context id is passed as a request parameter. Context must contain the instance id of the workflow OD retrieves data from the context store and updates and/or adds new data. The context id is passed as a request parameter and automatically stored into the variable avayaContextId. OD has to send an event to the workflow telling the workflow the interaction is complete. The workflow instance id denotes the event’s destination. Return data is in the context store.

EDP/ED Option 2 use request parameters
Context can be passed in request parameters only The OD application would define variables that match the request parameter names. Request parameters are stored into OD variables automatically Request parameters must contain an instance id of the workflow OD has to send an event to the workflow telling the workflow the interaction is complete. The workflow instance id denotes the event’s destination. Return data is in the event sent to the workflow.

EP/OD First –Start workflow
Call comes into EP and OD answers the call collects data and decides to start a workflow to continue the transaction UC1A_ODLaunchWFEvent UC1B_ODLaunchWFContextStore Context can be passed 2 ways All context is in the event sent to EDP/ED/Workflow, OD supports 8 string parameters that can be named as appropriate Context is in the context store and the context id is passed in a single event parameter.

EP/OD First. EP/OD EDP/ED OD Application Workflow EP/OD EDP/ED
Start Workflow Event Workflow Context Store EP/OD EDP/ED OD Application Transfer Call with UUI Workflow Context Store

EP/OD First –Transfer Call
Call comes into EP and OD answers the call collects data and transfers the call to EDP/ED No use case supplied. Context is passed in the context store and the context id is passed in the shared UUI. - or - Context is passed in the shared UUI (96 byte limit).

Workflow PDC To support the various integrations a new pluggable data connector Workflow (PDC) is added to OD. Operations for context store access An operation to start a workflow An operation to send an event to a workflow Automatically adds the avayaContextId to the application At runtime, automatically stores the context id from either UUI or request parameter into the avayaContextId variable.

Workflow PDC UI Enable The Workflow PDC
Palette Items for the Workflow PDC

EP Tasks To support the various integrations two tasks have been added to the Engagement Designer Palette under Experience Portal menu group. Launch SMS Service: Task to start an OD SMS application Launch Service: Task to start an OD application

EP Tasks UI Experience Portal Tasks on the Engagement Designer Palette
Experience Portal Task Properties “From” is the number/address configured on EP. “To” is the users number or

Configuration on Experience Portal
Experience Portal Configuration, need to tell OD applications where the Context Store and EDP are located. Platform Host Address is the EDP SIP Entity Address Context Store Address is the Context Store cluster IP address

Configuration on Engagement Development Platform
Need to tell the EP tasks where the EP is located Need to configure the EP location and a user/password with Web Service Privileges

Configuration on Engagement Development Platform (continued)
Need to tell the ED tasks where the Context Store is located, this sets the Primary Cluster address. Select your cluster then select EngagementDesigner.

Experience Portal Mobile Web Example by Jai Pugalia

Mobile Experience Example
Call into the contact center; You will receive a message that the wait time is long You will be offered an SMS to continue the conversation on your smartphone browser Once the claim is filed via HTML, the application sends an SMS notification and and starts an EDP workflow to the process the claim. The EDP workflow processes the claim and notifies the client via SMS. Sign in to file a claim Welcome Start Claim Need Help Enter additional information Communication enabling the mobile device allows connection to assisted service with the context of the interaction

Mobile Web Call Flow Example

Incoming Voice Call sends SMS
EDP - Context Store 1d DMZ Application Server Orchestration Designer Voice Application HTTP Reverse Proxy Firewall Firewall 1c 2a Servers MPP EPM 2c SMSC Start 1 – Customer calls into the Autosurance’s Contact Center to file an insurance claim. 1a Incoming call from the mobile phone. 1b Call is accepted by AAEP 1c Based on ANI, AAEP launches an OD voice application. 1d OD voice application save context information in context store. 2 – Customer opts to submit the claim through their smart phone. 2a OD voice application invokes the Send SMS web service on EP. 2b EP sends an SMS to the SMSC with the OD web application name. 2c SMSC delivers the SMS to the mobile phone. 2b 1a 1b PSTN SBC/Gateway Channels: Voice SMS HTML Multiple Components: Customer Experience Portal Avaya Avaya Aura® Session Manager

Orchestration Designer HTML Applications
Launch HTML App DMZ Application Server Orchestration Designer HTML Applications 3g HTTP Reverse Proxy Firewall Firewall 3f 3a Redirector 3b 3d 3c 3e Servers EPM SMSC 3 – Customer clicks on the link to interact with the mobile application 3a User clicks on the link in the SMS 3b HTTP request passes through the firewall and the HTTP reverse proxy sends the request to the Redirector. 3c Redirector invokes the Launch HTML web service on the EP and passes the OD web application name. 3d EP loads the parameters for OD and launches the OD web application to initialize it with the required EP parameters. 3e EP returns the OD session id and the application server session id to the redirector. 3f Redirector builds the Start URL for the OD web application, attaches the session ids as request parameters and sends back a browser redirect response to the mobile browser. 3g Mobile browser gets the redirect response. PSTN SBC/Gateway Channels: Voice SMS HTML Multiple Components: Customer Experience Portal Avaya

HTML App Runs, Sends Email/SMS, Launch WF
EDP - Context Store DMZ Application Server 4b 4c Orchestration Designer HTML Applications 4a HTTP Reverse Proxy Firewall Firewall 7a 6c 6b 5a 6a Servers 5c 7d EPM SMSC 7b 4 – Customer interacts with the OD Web Application 4a Mobile browser redirects the HTTP request to the mobile web application. 4b HTTP request passes through the firewall and the HTTP reverse proxy sends the request to the OD web application. (Internal) OD web application sends an SMS through EP (Step 5). (Internal OD web application sends an through EP with the claim details (Step 6). 4c OD web application updates the context information in the context store and stores the information for the EDP workflow. (Internal) OD sends an event to launch an EDP work flow to complete processing of the claim (Step 7). 5 – Customer receives an SMS confirming that the claim has been submitted for processing. 5a OD web application invokes the Send SMS web service on EP. 5b EP sends an SMS to the SMSC. 5c SMSC delivers the SMS to the mobile phone. 6 – Customer receives an with the claim details. 6a OD web application invokes the Send web service on EP. 6b EP sends an to the server. 6c The server sends out which is received by the mobile phone. 7 – Customer receives an SMS from the EDP workflow that the claim processing is complete. 7a OD sends an event to launch the EDP work flow. 7b EDP work flow uses the EP SMS dynamic task to send an SMS. 7c EP sends an SMS to the SMSC. 7d SMSC delivers the SMS to the mobile phone. 5b 7c EDP - Work Flow PSTN SBC/Gateway (EP Dynamic Tasks) Channels: Voice SMS HTML Multiple Components: Customer Experience Portal Avaya

HTML Terminates & Updates Reporting Info
DMZ Application Server Orchestration Designer HTML Applications HTTP Reverse Proxy Firewall Firewall Batched in groups of up to 500 with a 1 minute timeout for uploading to EPM as is done for app logs Sends SDR/CDR Servers EPM SMSC When terminating OD application sends the report data to EP through the report web service. PSTN SBC/Gateway Channels: Voice SMS HTML Multiple Components: Customer Experience Portal Avaya

Orchestration Designer Enhancements by Ross Yakulis

Processing Asynchronous REST Requests in Orchestration Designer

Orchestration Designer
Web service call Create a REST web service operation in OD. The operation must pass the web service session:sessionid the MPP IP address, get from request. getRemoteAddr(). Need to write Java to get the value and store into an OD variable. a handler URL for the reply Getting the reply Need to add a catch for externalmessage.<vxmlevent> vxmlevent is the name the web service reply handler sends to the CCXML basic HTTP IO Proccessor When the event is caught, use goto and a capture expression to get the result data. The expression is application.lastmessage$.content

Web Service Web Service Axis Limitations
Must return 200 Okay Must return some data, even if it is dummy data ({"result":“okay"}) After completing the request the results are posted to the handler URL with the CCXML session id and the MPP IP address.

Web Service Reply Handler
Use the IP address and session id to send an event to CCXML. vxmlevent is the name of the event to be sent to the VXML application and message is the data Note to invoke the CCXML HTTP IO Processor you have to have mutual authentication setup between the application server and the Experience Portal system Send avaya.vxml.event with parameters vxmlevent and message as well as session id.

Experience Portal Default CCXML has a transition for the event avaya.vxml.event Input vxmlevent, name of the event to send to vxml Input message, the payload or reply from the web service. This transition sends an event to the vxml application Note, the data for the external event to VXML is limited to a single string currently. So the data may need to be parsed once the application receives it. Could also send the data as a string delimited by | which OD would treat as a collection.

Static Runtime Model OD Speech Asynchronous REST Web Service
Request + Callback URL and CCXML Session Id OD data Node WS Handler Reply + CCXML Session Id Start Dialog HTTP Post to the basic httpioprocessor (avaya.vxml.event) with vxmlevent set to asyncwsreply Voice Browser CCXML Browser Event to VXML (externalmessage.asyncwsreply)

Real Time Events

RealTime Events PluggableConnectorLifeCycleAdapter class has extended
reportBreadCrumb reportAlarm Existing methods: applicationStarted, initialVariablesPosted, applicationReturned, sentApplicationExit, Allows a developer to create a custom PDC to send events in real time to a destination Example available by request on the devconnect forum Example uses JMS to send events to a queue and a web page that displays the data

Conversation Management PDC with Cross Channel Conversations in Orchestration Designer

Conversations Conversations
Conversations allow you to store context information between application sessions. This context is stored in a repository on Experience Portal. Alternately, the Context Store can be used as the repository as configured on EP. Context consists of name/value pairs stored in application variables. A unique ID is used to identify a conversation. The application does not see this value. Conversation data may be shared between apps of different types Speech, HTML5, SMS,

Conversation Management PDC
Conversation Management PDC in project properties

Conversation Editor File in your project used to map your conversation variables. Open to edit in the conversation editor. Conversation Editor to map application variables to be saved to the conversation store.

Conversations in Action
The application will be passed a conversation ID from the EP platform when the application starts up. The conversation PDC will automatically search and load all conversation data from the repository if an existing conversation is found. When exiting an application, all conversation variables will be written to the repository. A conversation has a lease in seconds ranging from 60 seconds to 30 days. Every time the conversation is accessed, the lease is reset. Once the lease expires, the conversation is removed from the store. The lease timeout can be adjusted by modifying the CAV value avayaConversationLease. Default lease is 24 hours.

Data Node The Start Conversation palette item in the data node creates the conversation. The End Conversation palette item in the data node will destroy the existing conversation from the repository. AddConversationAlias allows you to supply a variable whose value provides a mapping for conversations between different application types. Explained further on the next slide.

Cross Channel Conversation
Applications of different types (speech, , SMS, HTML5) can use conversations. However, the PDC cannot always use the internal conversation ID when changing between application types. By adding an alias, applications can find the conversation. The alias should be set to the variable that represents the “from” address of the initial application that is invoking the new application. Take for example an HTML5 application that launches an SMS application. The HTML5 application will set the alias as the “from” variable that is used when launching the SMS. When the SMS application executes, it will refer to the “from” field populated by the platform to find the conversation. The from value should match what was set by the HTML5 app.

Cross Channel Conversation Example
A Speech app gathers make, color and model of car from the active caller which is stored in the conversation repository upon exit. It then creates an alias using the from address. The app then sends an SMS using that fromSMS value in the from field of the SMS. The SMS app will execute and will gather the conversation data automatically based on the alias. The SMS app will echo back your decision in a return SMS to the original caller. Note: Both apps must map the same variables by name in the Conversation Editor.

EP Conversations Configuration
Local EPM Conversations are stored in the database on the Local EPM Server. Only supports conversations for SMS applications. Primary EPM Conversations are stored in the database of the Primary EPM server. Supports conversations for all channels. Conversations are not available if Primary EPM goes down. Context Store Conversations are stored in the context store of the EDP. Supports conversations for all channels. Use this option for high availability of conversations. (Specify the Cluster IP address of the Context Store on the EDP.) Requires OD 7.1 or later. OD SMS applications will continue to use Local EPM even if this option is chosen.

Experience Portal Enhancements by Jai Pugalia

WebLM License Server Ships with WebLM 7.0
WebLM 7.0 mandates EULA acceptance for all licenses. All existing licenses on the co-residing WebLM server must be re- installed using WebLM web interface after upgrading. Note: WebLM will no longer load licenses which were manually copied to the Licenses folder.

Administrative Enhancements - 1
Certificates Tab Root Certificate Disable Signing to allow customers to use their own signed certificates for mutual authentication with SIP proxy servers and application servers. Note: Need to run the ImportServerCertificate.sh script with --external option on each server to install the signed certificates.

Locked user accounts Configurable user locked out message Indefinite lock out (-1) until manually unlocked.

Confirm CAV File Removal Configurable Application Variable page When you click the Remove link, confirmation dialog is displayed

Certificate Enhancements
Server Certificates Generated certificates have Extended Key Usage with attributes serverAuth clientAuth Imported certificates must have Extended Key Usage with attributes External Certificates Script for installing signed third party certificates for performing mutual authentication with external servers like SIP proxy Servers and application servers. ImportServerCertificate.sh script must be run with the --external option on each server (EPM & MPP) Note: Before installing these certificates, you must go to the EPM Root Certificate web page and disable signing ability of the root certificate.

Reporting Enhancements - 1
Contact Summary – Trending By option Compare different categories of information over a period of time.

Reporting Enhancements - 2
Application Summary Call Flow – View SVG Output Scalable Vector Graphics rendering of the call flow graph by browser for desirable quality and sharpness.

Single Sign-On with System Manager by Jai Pugalia

Single Sign On Requirements
System Manager server and Primary EPM server require a fully qualified domain name (FQDN) that can be resolved in the DNS server. The domain name of the Primary EPM server must match the domain of the System Manager server. Date and time for System Manager server and Primary EPM server must be synchronized. Maximum session timeout of the System Manager and the Primary EPM must match.

Single Sign On Enable Pre-requisites
Import System Manager certificate and add it to the Trusted Certificate on the Primary EPM. - Use URL of the form FQDN> Follow the instructions documented in the README.txt located under Support/SMGR folder of the ISO image to copy Experience Portal files to the System Manager system. This is a one time step. Note: The README.txt is also available under $AVAYA_HOME/Support/SMGR folder of the Primary EPM.

Single Sign On with System Manager
New web page called System Manager Settings. Navigation Link Display: Display name that shows up on the System Manger web page. It is a link and click on this link on System Manager will take the user to the EPM home page. User Name: A System Manager user who has System Administrator role and is authorized to register Resource Type and Resource Instance with System Manager.

System Manager User Role Mapping - 1
Assign one or more Experience Portal built-in system roles. Login to the System Manager system as a System Administrator and select “Groups & Roles”. Select “Roles” and expand “System Administrator” role. Experience Portal system built-in roles in the System Manager: Experience Portal Administration Experience Portal User Manager Experience Portal Auditor Experience Portal Maintenance Experience Portal Privacy Manager Experience Portal Reporting

POM Managed Application built-in roles in the System Manager: Experience Portal POM Administration Experience Portal POM Campaign Manager Note: Single Sign-On for POM requires POM or later ICR Managed Application built-in roles in the System Manager: Experience Portal ICR Administration Experience Portal ICR Reporting Note: Single Sign-On for ICR requires ICR or later

Add Experience Portal permissions to a System Manager role. When adding permission mapping to a customer role in the System Manager, the System Manager Administrator user needs to do the following: Select “Experience Portal” in the “Element or Resource Type” drop-down list. In the “Element or Resource instance” drop-down list, the EPM “Navigation Link Display” configured in the System Manager Settings page should appear in the list. Click on the Next button takes the user to the Permission Mapping page which shows all the available Experience Portal permissions that can be selected. Note: “EP Navigation Link” permission is selected by default. Without this permission, the System Manager user will not be able to click on the “Experience Portal System” link under the “Elements” tab on the System Manager home page.

System Manager User Role Mapping
Note: Multiple EPMs can enable Single Sign-On with the same System Manager. The Element or Resource Instance contains the value of the Navigation Link Display configured on the EPM System Manager Setting web page. If “All” is selected in the “Element or Resource Instance” drop-down list in the permission mapping, the permissions assigned will be applied to all the EPMs.

Permission Mapping for Experience Portal permissions

System Manager User Role Details

Single Sign-On from the System Manager:
Start a Browser and login to the System Manager with a valid System Manager user with assigned Experience Portal permissions. After successful login to the System Manager, click on the “Experience Portal System” link under the “Elements” tab and click the triangle icon to expand the left menu and click on the EPM link. The user will be brought to the EPM web page without entering credentials. The permissions assigned will determine which web pages may be accessed by the user. Note: When performing Single Sign-On, the System Manager Full FQDN name is required to use. The following shows a sample screen shot of the System Manager Dashboard page. The “Experience Portal System” link is under the “Elements” tab.

Experience Portal Manager System Home Page

After clicking the EPM link, the System Manager user is signed in using single sign-on to the EPM without entering any credentials. The following sample screen, which shows the EPM “Users” page, shows the System Manager user login as type “SMGR” and its assigned permissions which should match the permissions assigned in System Manager.

Single Sign On System Manager Limitations
Cannot delete EP/POM/ICR Resource Type, EP/POM/ICR System Roles in System Manager No Locale Support No Organization Support System Manager does not allow the Administrators created in “Tenant Management” to access the “Experience Portal System” from the System Manager dashboard. Therefore, in this Experience Portal release there will be no organization support for System Manager Single Sign-On. An organization System Manager Administrator is not allowed to Single Sign-On to the EPM. There will be no EPM organization roles / features mappings in System Manager. No Notification Mechanism between System Manger and Primary EPM for web session timeouts. System Manager does not send out notifications to the EPM when a System Manager session expires/terminates/logout. The System Manager does not have ability to receive notifications when the EPM session expires. Session will be invalidated when the next request is made. Cannot DELETE EP Resource Type, EP System Roles in System Manager: The Experience Portal Resource Type, ICR Resource Type, POM Resource Type, Experience Portal system roles, POM system roles, and ICR system roles cannot be deleted in System Manager after creation from the EPM for this release. No Locale Support: This includes but not limited to Experience Portal Resource Type, ICR Resource Type, POM Resource Type, Experience Portal system roles, POM system roles, and ICR system roles, features, and navigation links created in the SMGR.

Currency Updates with 3rd Party Components by Jai Pugalia

OD 7.1 common runtime supports applications developed and exported from OD 7.0, which means both OD7.1 and OD 7.0 apps can co-exist on the same app server running OD 7.1. Both OD 6.0 and 7.0 applications can be upgraded directly to OD 7.1 in the OD 7.1 Eclipse environment HTML5 applications require Chrome 40+ or Firefox 35+ for simulation and testing on desktop. OD 7.1 supports the following applications servers: Tomcat7 and Tomcat8 WebLogic 12c Websphere 8.5.5 JBoss7 and Jboss EAP OD 7.1 design environment requires Eclipse 4.2, 4.3 or 4.4. Either J2SE 1.7 or 1.8 are supported

Experience Portal 7.1 Java 1.7.0_97
Tomcat (Main EP/MMS) and (AppServer) Postgres Red Hat Security Updates This is in keeping with using the latest minor updates available for the same major versions that are employed for the EP 7.x releases. RH security updates are bundled into both AVL and EP prereq installation

Knowledge Transfer Avaya Aura® Experience Portal 7

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