nn44400-510_03.04_orchestration_designer_30_july_2012 (1)

Avaya Aura ConfigurationOrchestration Designer ApplicationDevelopment

Release 6.2NN44400-510

03.0430 July 2012

2012 Avaya Inc.

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2 Avaya Aura ConfigurationOrchestration Designer Application Development 30 July 2012Comments? [email protected]

Contents

Chapter 1: New in this release........................................................................................... 13Features.................................................................................................................................................... 13

Preference changes......................................................................................................................... 13Fixing application errors................................................................................................................... 13

Other changes........................................................................................................................................... 14Rebranded application..................................................................................................................... 14

Chapter 2: Introduction...................................................................................................... 15Related resources..................................................................................................................................... 16

Support............................................................................................................................................. 16Avaya Mentor videos........................................................................................................................ 16

Chapter 3: Getting Started in Avaya Aura Contact Center............................................ 19Initial configuration tasks........................................................................................................................... 19Configuring contact center resources....................................................................................................... 21Downloading the most recent Orchestration Designer............................................................................. 21Opening Orchestration Designer.............................................................................................................. 22Using a default application........................................................................................................................ 25Configuring contact routes........................................................................................................................ 29Adding prompts......................................................................................................................................... 30

Chapter 4: Application upgrade......................................................................................... 33Prerequisites to application upgrade......................................................................................................... 33Application upgrade procedures............................................................................................................... 34Reviewing existing applications and variables in Orchestration Designer................................................ 35

Chapter 5: Application planning........................................................................................ 37General application writing process.......................................................................................................... 37Determine the types of contacts................................................................................................................ 38Match contact types with agent skillsets................................................................................................... 38Define the application objective................................................................................................................ 39Identify available resources....................................................................................................................... 39Identify and create variables..................................................................................................................... 40Compose the application.......................................................................................................................... 40Correct validation errors............................................................................................................................ 40Synchronize the applications in Orchestration Designer.......................................................................... 40Activate the application............................................................................................................................. 41

Chapter 6: Application creation......................................................................................... 43Prerequisites to application creation......................................................................................................... 43Application creation procedures................................................................................................................ 43

Chapter 7: Application editing........................................................................................... 47Prerequisites to application editing........................................................................................................... 47Application editing procedures.................................................................................................................. 48

Chapter 8: Application demonstration.............................................................................. 51Prerequisites for application demonstration.............................................................................................. 51Opening and configuring your Orchestration Designer............................................................................. 52Creating a variable in Orchestration Designer.......................................................................................... 55Creating a logic block for closed days...................................................................................................... 58

Avaya Aura ConfigurationOrchestration Designer Application Development 30 July 2012 3

Connecting the start node to the first block............................................................................................... 59Creating a transition.................................................................................................................................. 60Creating the if closed conditional expression for holidays........................................................................ 61Creating recorded announcements........................................................................................................... 64Connecting the transition to the holiday message.................................................................................... 66Creating a disconnect block...................................................................................................................... 66Creating block to identify closed hours..................................................................................................... 68Creating the If closed conditional expression for the hours...................................................................... 70Completing the closed hours branch of the flow application..................................................................... 71Creating a logic block for out-of-service skillset........................................................................................ 72Creating a queue to skillset block............................................................................................................. 74Creating a treatment block to play music.................................................................................................. 76Creating a logic block to check if the call is queued................................................................................. 77Rechecking skillset service....................................................................................................................... 79Playing a technical message for disconnecting contact............................................................................ 80Copying a block......................................................................................................................................... 81Playing a hold message............................................................................................................................ 82Creating a wait block................................................................................................................................. 84Exiting calls from the flow application....................................................................................................... 85Synchronizing the views............................................................................................................................ 86Activating the application.......................................................................................................................... 90

Chapter 9: Integrated reporting......................................................................................... 91How integrated reporting works................................................................................................................ 91Types of IVR and contact center integration............................................................................................. 91Front-End IVR processing......................................................................................................................... 92Front-End Contact Center Processing...................................................................................................... 94

Chapter 10: Orchestration Designer interface................................................................. 95Modes of operation................................................................................................................................... 95Session management............................................................................................................................... 97Views......................................................................................................................................................... 98Menus....................................................................................................................................................... 101Toolbar items............................................................................................................................................. 106

Chapter 11: Contact Center and Local view operations.................................................. 107Prerequisites for Contact Center or Local view operations....................................................................... 108Showing or hiding the Contact Center view.............................................................................................. 108Showing or hiding the Local view.............................................................................................................. 108Creating a Contact Center Manager Server node.................................................................................... 109Creating a new application........................................................................................................................ 110Configuring the contact router................................................................................................................... 113Copying data from Contact Center view to the Local view....................................................................... 114Opening an existing application................................................................................................................ 115Changing the properties of an application................................................................................................ 116Creating a Contact Center Manager Administration node........................................................................ 116Viewing Contact Center Manager Administration properties.................................................................... 117Deleting a Contact Center Manager Administration node......................................................................... 117Viewing Contact Center Manager Server properties................................................................................. 118Deleting a Contact Center Manager Server node..................................................................................... 118

4 Avaya Aura ConfigurationOrchestration Designer Application Development 30 July 2012

Importing an application............................................................................................................................ 119Exporting an application............................................................................................................................ 119Activating an application........................................................................................................................... 120Deactivating an application....................................................................................................................... 121Renaming an application.......................................................................................................................... 121Saving an application................................................................................................................................ 122Closing an application............................................................................................................................... 123Deleting an application.............................................................................................................................. 123Converting the script application to a flow application.............................................................................. 124Checking applications for errors................................................................................................................ 125Generating application documentation..................................................................................................... 126Printing an application............................................................................................................................... 127

Chapter 12: Problems view operations............................................................................. 129Prerequisites for Problems view operations.............................................................................................. 129Displaying the Problems view................................................................................................................... 129Resolving errors in the application............................................................................................................ 130

Chapter 13: Synchronization view operations................................................................. 131Prerequisites for working in the Synchronization view.............................................................................. 132Displaying the Synchronization view......................................................................................................... 132Synchronizing objects from the Local view............................................................................................... 132Adding an application to the Contact Center view.................................................................................... 134Updating an application in the Contact Center view................................................................................. 135Removing an application from the Contact Center view........................................................................... 135Adding an application, application manager data, or variable to the Local view....................................... 136Updating an application, application manager data, or variable in the Local view.................................... 137Removing an application, application manager data, or variable from the Local view............................. 138Updating a conflicted application.............................................................................................................. 138Updating all non conflicted applications in the Contact Center view......................................................... 139Updating all non conflicted applications, application manager data, or variables in the Local view......... 140Updating all non conflicted objects to both the Local and Contact Center views...................................... 140Updating an application in the Contact Center view with an invalid local application............................... 141Printing a Synchronization View report..................................................................................................... 142

Chapter 14: Flow Editor operations.................................................................................. 143Prerequisites............................................................................................................................................. 144Adding blocks to the flow.......................................................................................................................... 144Adding blocks using accelerator keys....................................................................................................... 146Configuring general details for blocks....................................................................................................... 147Renaming blocks and nodes..................................................................................................................... 151Defining block processing......................................................................................................................... 152Creating a default transition...................................................................................................................... 156Defining conditional transitions................................................................................................................. 156Defining switched transitions..................................................................................................................... 159Copying and pasting blocks...................................................................................................................... 160Deleting blocks, nodes or transitions........................................................................................................ 161Deleting a transition.................................................................................................................................. 162Deleting multiple objects........................................................................................................................... 162Disconnecting blocks................................................................................................................................ 163


Arranging blocks in the flow diagram........................................................................................................ 163Inserting a new page................................................................................................................................. 164Deleting pages.......................................................................................................................................... 164Renaming a page...................................................................................................................................... 165Adding a note to a block........................................................................................................................... 165Using Zoom to Fit...................................................................................................................................... 166Zooming in................................................................................................................................................ 166Zooming out.............................................................................................................................................. 167Resetting the size of the diagram............................................................................................................. 167Moving the flow application....................................................................................................................... 168Viewing the block summary...................................................................................................................... 169Selecting application management data in block configuration................................................................ 169

Chapter 15: Block creation................................................................................................. 171Prerequisites for block creation................................................................................................................. 171Creating a logic block................................................................................................................................ 172Creating a queue to skillset block............................................................................................................. 174Creating a queue to network skillset block................................................................................................ 179Creating a queue to agent block............................................................................................................... 181Creating a queue to networked ACD block............................................................................................... 183Creating an input block............................................................................................................................. 185Creating a block to play a RAN................................................................................................................. 190Creating a block to play a RAN in an AML-based contact center............................................................. 192Creating a block to play prompts............................................................................................................... 194Creating a host data send info block......................................................................................................... 197Creating a host block to request information............................................................................................ 199Creating a custom block............................................................................................................................ 203Creating a reference block........................................................................................................................ 204Creating a block to play music.................................................................................................................. 206Creating a ringback treatment................................................................................................................... 207Creating a silent treatment........................................................................................................................ 209Creating a wait block................................................................................................................................. 211Creating an IVR block............................................................................................................................... 212Creating an IVR block to play prompts in the SIP configuration............................................................... 214Creating an IVR block to play prompts and collect digits in the SIP configuration.................................... 216Creating an IVR block to send instant messages in the SIP configuration............................................... 219Creating an IVR block for free form SIP configuration.............................................................................. 221Creating a menu block.............................................................................................................................. 223Creating a disconnect block...................................................................................................................... 229Creating a busy block................................................................................................................................ 230Creating an overflow block........................................................................................................................ 232Creating a route contact block.................................................................................................................. 233Using an anchor node............................................................................................................................... 235Using an anonymous node....................................................................................................................... 236Configuring a source shortcut node.......................................................................................................... 237Configuring a destination shortcut node................................................................................................... 238Creating an exit node................................................................................................................................ 238

Chapter 16: Script Editor operations................................................................................ 239


Prerequisites to script editor operations.................................................................................................... 239Adding commands to script applications................................................................................................... 239Displaying or hiding line numbers............................................................................................................. 240Going to a particular line number.............................................................................................................. 240Undoing or redoing the last change.......................................................................................................... 241

Chapter 17: Condition and Assignment builder operations........................................... 243Prerequisites for condition and assignment builder operations................................................................ 243Creating conditional and assignment expressions.................................................................................... 243Adding assignments and expressions...................................................................................................... 245Deleting an expression.............................................................................................................................. 250

Chapter 18: Application manager data and variable configuration............................... 251Prerequisites to variable configuration...................................................................................................... 254Creating application manager data........................................................................................................... 254Renaming application manager data........................................................................................................ 256Viewing application manager data properties........................................................................................... 256Deleting application manager data........................................................................................................... 257Adding a variable to Orchestration Designer............................................................................................ 257Changing the properties of a variable....................................................................................................... 259Removing a value from a set.................................................................................................................... 260Deleting a variable.................................................................................................................................... 261Starting the Script Variables tool in Contact Center Manager Administration........................................... 261Creating variables with one value............................................................................................................. 262Creating application variables with multiple values................................................................................... 264Checking variables for referencing applications....................................................................................... 266Changing a variable property.................................................................................................................... 267Copying variable properties...................................................................................................................... 268Deleting a variable from Contact Center Manager Server........................................................................ 269Refreshing Orchestration Designer........................................................................................................... 269Printing the variables to a file.................................................................................................................... 270Printing a variable to a printer................................................................................................................... 271

Chapter 19: Threshold configuration................................................................................ 273Prerequisites to threshold configuration.................................................................................................... 273Creating new threshold class.................................................................................................................... 273Selecting a threshold class for an application........................................................................................... 275

Chapter 20: Web Service Integration................................................................................ 277Activating the SOA Web service............................................................................................................... 277Importing Web services to the Database Integration Wizard.................................................................... 277Configuring variables in Orchestration Designer...................................................................................... 282Creating required blocks to handle data................................................................................................... 282Calling the Web service and collecting return values................................................................................ 284

Chapter 21: User preferences............................................................................................ 287Prerequisites for user preferences............................................................................................................ 287Configuring network connection preferences............................................................................................ 287Configuring automatic saving.................................................................................................................... 288Configuring application preferences......................................................................................................... 289Resetting the Contact Center perspective................................................................................................ 291Refreshing data......................................................................................................................................... 292


Chapter 22: Getting help.................................................................................................... 293Viewing online Help in Orchestration Designer......................................................................................... 293Viewing context-sensitive Help in Orchestration Designer........................................................................ 293

Chapter 23: Scripting tips.................................................................................................. 295Guidelines for providing feedback............................................................................................................. 295Using variables to minimize script maintenance....................................................................................... 297

Chapter 24: General programming commands reference............................................... 299ASSIGN TO............................................................................................................................................... 299EXECUTE................................................................................................................................................. 299EXECUTE SCRIPT................................................................................................................................... 300IF-THEN-END IF....................................................................................................................................... 300IF-THEN-ELSE-END IF............................................................................................................................. 300QUIT.......................................................................................................................................................... 301SECTION.................................................................................................................................................. 301WAIT......................................................................................................................................................... 302

Chapter 25: Basic contact processing commands reference......................................... 305APPEND................................................................................................................................................... 305CHANGE PRIORITY IN AGENT............................................................................................................... 305CHANGE PRIORITY IN SKILLSET.......................................................................................................... 306CONTAINS................................................................................................................................................ 307CONVERT................................................................................................................................................. 308DISCONNECT.......................................................................................................................................... 308GIVE BUSY............................................................................................................................................... 309GIVE MUSIC............................................................................................................................................. 309GIVE OVERFLOW.................................................................................................................................... 310GIVE RAN................................................................................................................................................. 311GIVE RINGBACK...................................................................................................................................... 311GIVE SILENCE......................................................................................................................................... 312MATCHES................................................................................................................................................. 312QUEUE TO AGENT.................................................................................................................................. 313QUEUE TO SKILLSET.............................................................................................................................. 314REMOVE FROM AGENT.......................................................................................................................... 315REMOVE FROM SKILLSET..................................................................................................................... 316ROUTE CALL............................................................................................................................................ 316

Chapter 26: Advanced script command reference.......................................................... 319EVENT HANDLER.................................................................................................................................... 319LOG........................................................................................................................................................... 320READVAR and SAVEVAR......................................................................................................................... 321WHERE-EQUALS..................................................................................................................................... 322

Chapter 27: Network commands....................................................................................... 325Using network skillsets.............................................................................................................................. 325CHANGE PRIORITY IN NETWORK SKILLSET....................................................................................... 328QUEUE TO NETWORK SKILLSET.......................................................................................................... 329REMOVE FROM NETWORK SKILLSET.................................................................................................. 330CHANGE PRIORITY IN NACD................................................................................................................. 331QUEUE TO NACD.................................................................................................................................... 333REMOVE FROM NACD............................................................................................................................ 334


Chapter 28: Voice processing for Avaya Communication Server 1000......................... 337Choosing the most efficient commands.................................................................................................... 337GIVE IVR................................................................................................................................................... 340COLLECT DIGITS..................................................................................................................................... 342OPEN VOICE SESSION and END VOICE SESSION.............................................................................. 343PLAY PROMPT......................................................................................................................................... 346GIVE CONTROLLED BROADCAST ANNOUNCEMENT......................................................................... 348

Chapter 29: Host Data Exchange commands................................................................... 353SEND INFO............................................................................................................................................... 354SEND REQUEST...................................................................................................................................... 356GET RESPONSE...................................................................................................................................... 357

Chapter 30: Contact processing for SIP........................................................................... 359Configuration guidelines and general scripting considerations................................................................. 359GIVE_IVR.................................................................................................................................................. 362Instant message commands..................................................................................................................... 368ROUTE CALL URI.................................................................................................................................... 370

Chapter 31: Intrinsics overview......................................................................................... 371Types of intrinsics...................................................................................................................................... 371Return value.............................................................................................................................................. 371Intrinsic usage........................................................................................................................................... 372

Chapter 32: Call intrinsics.................................................................................................. 375AGE OF CALL........................................................................................................................................... 375CALL DATA............................................................................................................................................... 375CALL FORWARD...................................................................................................................................... 377CALL FORWARD BUSY........................................................................................................................... 378CALL FORWARD DO NOT DISTURB...................................................................................................... 378CALL FORWARD NO ANSWER............................................................................................................... 379CDN.......................................................................................................................................................... 379CLID.......................................................................................................................................................... 379CONFERENCED...................................................................................................................................... 381CONSULTED............................................................................................................................................ 381DIALED DN............................................................................................................................................... 382DIRECT CALL........................................................................................................................................... 382DNIS.......................................................................................................................................................... 383INTERNATIONAL CALL............................................................................................................................ 383LOC........................................................................................................................................................... 384NETWORK CALL...................................................................................................................................... 385NPA........................................................................................................................................................... 385NXX........................................................................................................................................................... 386NPANXX.................................................................................................................................................... 386ON HOLD.................................................................................................................................................. 386QUEUED................................................................................................................................................... 387ROUTE NUMBER..................................................................................................................................... 388TRANSFERRED....................................................................................................................................... 388

Chapter 33: Multimedia intrinsics...................................................................................... 391%AGENT%AGENT................................................................................................................................... 391%DATE%DATE......................................................................................................................................... 392


%INTEGER%WAITTIME.......................................................................................................................... 393%PRIORITY%PRIORITY.......................................................................................................................... 393%SKILLSET%SKILLSET.......................................................................................................................... 394%TIME%TIME........................................................................................................................................... 395CONTACTSUBTYPE................................................................................................................................ 396CUSTOMERID.......................................................................................................................................... 397CUSTOMFIELD1...................................................................................................................................... 397FROMADDRESS...................................................................................................................................... 398NEXTYEAR............................................................................................................................................... 399QUEUETYPE............................................................................................................................................ 400TOADDRESS............................................................................................................................................ 402

Chapter 34: Skillset intrinsics............................................................................................ 403ANSWERED COUNT................................................................................................................................ 403AVERAGE SPEED ANSWER................................................................................................................... 404EXPECTED WAIT TIME........................................................................................................................... 405IDLE AGENT............................................................................................................................................. 407IDLE AGENT COUNT............................................................................................................................... 407LOGGED AGENT COUNT........................................................................................................................ 408LOGGED OUT AGENT............................................................................................................................. 409LONGEST IDLE AGENT........................................................................................................................... 410MOST LOGGED AGENTS........................................................................................................................ 411OLDEST.................................................................................................................................................... 413OUT OF SERVICE.................................................................................................................................... 414POSITION IN QUEUE............................................................................................................................... 415PRIORITY IN QUEUE............................................................................................................................... 416PRIORITY IN NETWORK QUEUE........................................................................................................... 418QUEUED COUNT..................................................................................................................................... 419

Chapter 35: Time intrinsics................................................................................................ 421DAY OF WEEK......................................................................................................................................... 421DATE......................................................................................................................................................... 421DAY OF MONTH....................................................................................................................................... 422MONTH OF YEAR.................................................................................................................................... 423TIME OF DAY........................................................................................................................................... 423

Chapter 36: Traffic intrinsics.............................................................................................. 425CALL RATE............................................................................................................................................... 425CONTACT RATE....................................................................................................................................... 425TOTAL ACTIVE CALLS............................................................................................................................ 426TOTAL ACTIVE CONTACTS.................................................................................................................... 426

Chapter 37: Open queue intrinsics.................................................................................... 429AGE OF CONTACT.................................................................................................................................. 429CONTACT DATA....................................................................................................................................... 429Contact Type............................................................................................................................................. 431ROUTE POINT.......................................................................................................................................... 431URI............................................................................................................................................................ 433

Chapter 38: SIP intrinsics................................................................................................... 435Contact Type............................................................................................................................................. 435CmfContactID............................................................................................................................................ 435


Provider..................................................................................................................................................... 435ProviderContactID..................................................................................................................................... 436SIP_CALL_ID............................................................................................................................................ 436SIP_INITIAL_TEXT................................................................................................................................... 436SIP_REQUEST_URI................................................................................................................................. 436SIP_FROM_ADDRESS............................................................................................................................ 436SIP_TO_ADDRESS.................................................................................................................................. 437SIP_LOCATION........................................................................................................................................ 437SIP_PREFERRED_LANGUAGE.............................................................................................................. 437SIP_SUBJECT.......................................................................................................................................... 438SIP_USER_AGENT.................................................................................................................................. 438SIP_CALL_TYPE...................................................................................................................................... 438SIP_MAIN_CONTACT_ID......................................................................................................................... 438Skillset....................................................................................................................................................... 439SIP_RETURNED_TEXT_n or SIP_RETURNED_DIGITS_n.................................................................... 439

Chapter 39: P-Intrinsics SIP Header.................................................................................. 441Typical solution using PIntrinsics............................................................................................................. 441P-Intrinsics format..................................................................................................................................... 442Sample Voice XML applications using PIntrinsics................................................................................... 443

Chapter 40: Troubleshooting applications....................................................................... 445Application execution problems................................................................................................................ 445Voice processing problems....................................................................................................................... 446Networking problems................................................................................................................................ 449Phantom voice contacts............................................................................................................................ 450Validation errors........................................................................................................................................ 451

Appendix A: Reserved Keywords...................................................................................... 461Reserved keywords................................................................................................................................... 461Reserved keywords for Avaya Communication Server 1000 PBX............................................................ 466

Appendix B: Icons Rebranded in Orchestration Designer Release 6.2......................... 467View and Editor icons changes................................................................................................................. 467General icons changes............................................................................................................................. 467Flow Operation icons changes.................................................................................................................. 468Flow Node icons changes......................................................................................................................... 468

Appendix C: Commands and intrinsics............................................................................ 471CommandsGeneral................................................................................................................................. 471CommandsCall Procedures.................................................................................................................... 472CommandsAdvanced.............................................................................................................................. 473CommandsNetworking............................................................................................................................ 474CommandsVoice Processing.................................................................................................................. 475CommandsHDX...................................................................................................................................... 476IntrinsicsSkillset....................................................................................................................................... 476IntrinsicsTime.......................................................................................................................................... 477IntrinsicsTraffic........................................................................................................................................ 478IntrinsicsCall............................................................................................................................................ 479IntrinsicsMultimedia................................................................................................................................. 481IntrinsicsSIP............................................................................................................................................ 481

Index..................................................................................................................................... 485


Chapter 1: New in this release

The following sections detail what is new in Avaya Aura Contact Center Configuration OrchestrationDesigner Application Development (NN44400-510).

Features on page 13 Other changes on page 14

FeaturesSee the following sections for information about feature changes:

Preference changes on page 13 Fixing application errors on page 13

Preference changesThe Preference settings in Orchestration Designer integrate with other Avaya products. Youcan locate the preferred settings in Contact Center, Contact Center Manager AdministrationConnection, or Default Options.

The following procedures in this document describe the changes to the preferences:

Displaying or hiding line numbers on page 240

Configuring network connection preferences on page 287

Configuring automatic saving on page 288

Configuring application preferences on page 289

Fixing application errorsOrchestration Designer contains a different method to edit problems in the applications. In theProblems view, right-click the problem and choose to go to the block, or open the editor for theblock from the Problems view.

For information about fixing errors, see Checking applications for errors on page 125 and Resolving errors in the application on page 130.


Other changesSee the following section for information about other changes: Rebranded application on page 14

Rebranded applicationThe Service Creation Environment has been renamed Orchestration Designer. There are iconchanges, and updates to fields and labels throughout the application.

A list of the changed icons appears in the appendix of this document. See Icons Rebrandedin Orchestration Designer Release 6.2 on page 467.

New in this release


Chapter 2: Introduction

Use Orchestration Designer to create applications. Applications contain instructions that determine thesequence of steps that a contact follows after the contact arrives at Avaya Aura Contact Center. Thesesteps can include call treatments (such as music or ringback), call routing (such as skill-based routing),or interaction with the caller (entering account numbers).

Applications perform two major functions: they define the path a contact follows, and they providetreatments to a contact as the contact moves through Contact Center. You can also use the applicationsto track and record information about each step in the progress of a contact, and use this information toanalyze how your contact center functions to improve service.

To create effective applications, you must understand the objectives of the contact center. Generally, acontact center has three major objectives:

Maximize contact center efficiencyagents process contacts that they are best prepared to deal withbased on the requirements (information, media) of the contact.

Maximize user satisfactionroute contacts to a qualified agent initially to improve the wait time, orprovide activities for caller to further route their contact.

Analyze your contact center performance, and decide on how to improve servicestore contact datain a database to report contact center functionality.

Specific applications run when certain types of contacts enter Contact Center. These applications mustrecognize the contact requirements and route the contacts to an agent who can deal effectively with theserequirements. As an application designer, you must write the applications to ensure that contacts arerouted to the qualified agents as quickly as possible. A contact is not always answered immediately byan agent. However, you can provide treatments to the voice contacts while they wait in a queue. Thesetreatments can tell callers the estimated amount of time before their call is answered, or play music tocallers while they wait in queue.

When a contact enters Contact Center, the contact starts running the master application. Typically, themaster application routes contacts and provides treatments based on the incoming contact information.The master application directs the contact to primary applications based on this information. For example,if a Calling Line Identification (CLID) number for a voice contact is determined to be on the list of importantcallers, the voice contact can queue to an agent or skillset reserved for contacts requiring preferentialtreatment. Additionally, you can use time of day, day of week, or contact center activity to determine howthe contact is handled.

A primary application is directly called from the Master Script. A secondary application is an applicationthat is called from a primary application. The system can peg only primary applications in reporting. Noreporting is completed for secondary applications.

Orchestration Designer is a graphical tool that you use to create applications. If you are familiar withprevious releases of Avaya NES Contact Center, the applications can also be viewed as script files.


This guide is divided into the following sections:

The first section provides the processes for working with applications in your contact center. You canupgrade from a previous release of the contact center software, create a new application, or makechanges to an existing application.

The second section contains general procedures for working with Orchestration Designer, includingconfiguring the optional preferences and changing the appearance of your environment.

The third section of this document contains programming reference for the commands that you canuse when creating script applications.

The appendices contain general information, including a quick reference to commands for theindividual platforms and reserved keywords.

Prerequisites Install Orchestration Designer on your Contact Center Manager Administration server

or your client desktop.

Configure the Contact Center Manager Server in Contact Center ManagerAdministration. For more information, see the Contact Center Manager Administrationonline Help.

Related resources

SupportVisit the Avaya Support website at http://support.avaya.com for the most up-to-datedocumentation, product notices, and knowledge articles. On the Avaya Support website at http://support.avaya.com, search for notices, release notes, downloads, user guides, andresolutions to issues. Use the Web service request system to create a service request. Chatwith live agents to help answer questions. If an issue requires additional expertise, agents canquickly connect you to a support team.

Avaya Mentor videosAvaya Mentor is an Avaya-run channel on YouTube that includes technical content on how toinstall, configure, and troubleshoot Avaya products.

Introduction


Visit http://www.youtube.com/AvayaMentor and do one of the following:

Enter a key word or key words in the Search channel to search for a specific productor topic.

Click the name of a playlist to scroll through the posted videos.

Related resources


Introduction


Chapter 3: Getting Started in Avaya AuraContact Center

Use this chapter to configure the resources required in your Contact Center. By following the proceduresin this chapter, you can quickly route contacts to your agents.

You can add, configure, and delete resources using one of the following methods:

upload and download bulk data using the Configuration Tool spreadsheets

add or remove resources individually using the Web-based user interface

For information about uploading and downloading bulk data, see Avaya Aura Contact Center ManagerAdministration Client Administration (NN44400-611). This chapter describes adding resourcesindividually.

Initial configuration tasksAbout this taskThe following task flow shows you the sequence of procedures you perform to configure theresources for the Contact Center system to route contacts.


Figure 1: Contact center initial configuration tasks

Getting Started in Avaya Aura Contact Center


Configuring contact center resourcesBefore you begin

Install your contact center. Configure your contact center resources in Contact Center Manager Administration

(CCMA). For more information see Avaya Aura Contact Center Manager Administration Client Administration (NN44400-611).

About this taskConfigure the contact center resources that are required for your applications. Contact CenterResources include CDNs, media servers, skillsets, agents, and Dialed Number IdentificationServices (DNISs). The following procedure describes the minimal resources that are requiredfor Orchestration Designer.

Procedure

1. Log on to CCMA.

2. Verify the Server Information.

3. Configure and acquire a SIP CDN (Route Point).

4. Add a media server.

5. Add a skillset.

6. Add an agent.

Downloading the most recent Orchestration DesignerBefore you begin

Download the most recent version of Orchestration Designer.exe file to your ContactCenter Manager Administration server.

Ensure that you reset your IceAdmin password on the Contact Center ManagerAdministration server. See Avaya Aura Contact Center Commissioning(NN44400-312).

About this taskDownload the most recent Orchestration Designer to your Contact Center ManagerAdministration client to ensure that you are working with the most recent version of thesoftware.

Configuring contact center resources


If you attempt to open a version of Orchestration Designer that is not installed on the client, aprompt appears asking you to download the correct version of the software.

Procedure

1. Open the Contact Center Manager Administration browser.

2. Log on to the Contact Center Manager Administration application as a user withscripting access.

3. Click Scripting.

4. Choose Orchestration Designer > Launch Orchestration Designer.

5. If prompted to download Orchestration Designer, click OK.

6. In the File Download - Security Warning message dialog box, click Run.

7. In the Installation Welcome window, click Next.

8. In the Customer Information window, type a User Name and Organization Namein the appropriate boxes.

9. Under Install this application for, select the option for your installation.

10. Click Next.

11. In the Destination Folder window, select the installation folder for OrchestrationDesigner.

12. Click Next.

13. In the Ready to Install the Program window, click Install.

14. After the installation is complete, click Finish.

Procedure job aidAlternatively, you can save the .exe file on your client machine, and use the steps from theprocedure (Step 7 to Step 14) to install Orchestration Designer on your client.

Opening Orchestration DesignerAbout this taskOpen Orchestration Designer to configure the routing in your contact center environment.

Procedure

1. Open the Contact Center Manager Administration browser.



2. Log on to the Contact Center Manager Administration application as a user withscripting access.

3. Click Scripting.

4. Click Orchestration Designer > Launch Orchestration Designer.

Procedure job aidThe following figure shows Orchestration Designer for Contact Center. Each part of the windowcontains a label that describes what appears in the panel.

Figure 2: Orchestration Designer for Contact Center

1 Contact Center view: The Contact Center view of Orchestration Designer shows allapplications, application variables, and application management data currentlyconfigured in your Contact Center.

2 Application editor view: The Application editor is the main tool to create or modify thedefault applications. It provides the canvas on which to place the blocks.

3 Synchronization view: The Synchronization view shows the difference between theobjects in the Local view and the Contact Center view for the Contact Center ManagerServer.

Opening Orchestration Designer


Figure 3: Orchestration Designer tabs

1 View tabs: The tabs located across the top of the Application editor represent mainpages and block editors for the flow applications on which you work.

2 Palette bar: The icons represent blocks that you can use to build your Contact Centerapplications. The blocks you see depend on the switch you use in your ContactCenter.

3 Local view: The Local view provides a user work space on a desktop to work withcopies of the variables and applications.

4 Application Manager Data folder contains a list of all the agents, skillsets, CDNs, andDNISs.Applications folder contains a list of all the applications in the system. Applicationsare used to control how contacts are routed through the Contact Center and thetreatment each contact receives.Applications Variables contains a list of all the variables in the system. Variables areused to change the nature of a flow at run time without changing the application.

You can also start Orchestration Designer from the Start menu. Click Start > All Programs >Avaya > Contact Center > Orchestration Designer.

If you start Orchestration Designer using the Start menu, you can create and work withapplications and variable data in a local version of Orchestration Designer without affectingthe working contact center.

The local version of Orchestration Designer allows you to perform the following tasks: Access all information without restrictions by access classes. Perform updates without affecting your Contact Center applications. Create applications using Orchestration Designer before the rest of the Contact Center

software is installed.

By default, the Local and Problems views appear in your Orchestration Designer window. Thetop right corner is reserved for the script or flow application editor.

If you start Orchestration Designer from the Contact Center Manager Administrationapplication, there are no partition restrictions. You log on to Contact Center ManagerAdministration as administrator and work with blocks and variables in Orchestration Designeras administrator.



Only one instance of Orchestration Designer can run at a time.

For more information about the menu options, see Orchestration Designer interface onpage 95.

View name DescriptionContact Centerview

The Contact Center view shows all of the applications, variables, andapplication management data that are currently inactive or active in yourContact Center.You can make minor changes to applications in the Contact Center view.However, Avaya recommends that you work on a copy of the applicationin the Local view to make significant changes.For more information about the Contact Center view, see Contact Centerand Local view operations on page 107.

Local view The Local view shows all of the applications, variables, applicationmanagement data, and intrinsics saved on the local machine. You neednot be connected to a Contact Center Manager Administration or to thenetwork to work with this data. You can upload applications to theContact Center view after you finish your modifications.For more information about the Local view, see Contact Center and Localview operations on page 107.

Synchronizationview

The Synchronization view shows the differences between all objectsstored on the Contact Center Manager Server (Contact Center view) andthe objects stored on the Local client (Local view) after you use theSynchronization command.For more information about the Synchronization view, see Synchronization view operations on page 131.

Problems view The Problems view shows the errors in the current application. You canuse the problems view to determine where the problem is, and determinethe reason for the problem.For more information about the Problems view, see Problems viewoperations on page 129.

Using a default applicationBefore you begin

Start Orchestration Designer. Ensure that the High Priority Skillset and Low Priority Skillset skillsets are in service.

About this taskUse one of the four default applications to instantly access contact routing in your contactcenter:

Using a default application


An application for routing any contact is called the Contact Router. No configuration isrequired to use this default application.

A Simple Greeting application. This application requires minimal configuration to ensureit routes contacts correctly.

An application for routing Multimedia contacts. You cannot customize the Multimediadefault application.

An application for routing contacts in a network of contact center servers.

Use this procedure if you want to modify the SimpleGreeting application for your contact center.Detailed information about the application is provided after the procedure.

Procedure

1. In the Contact Center pane, select your Contact Center Manager Server name.

2. Expand Applications.

3. Select the SimpleGreeting application.

4. Configure the default skillset as the skillset to which you want to send the incomingcalls in your contact center.

Important:You must change the skillset for the High Priority Queue block and the LowPriority Queue block. The skillsets you choose must be in service.



Procedure job aid

Figure 4: Contact Router application configuration

Figure 5: Multimedia application

Using a default application


Figure 6: Simple Greeting application

The following table lists the blocks used in the Simple Greeting application.

Block DefaultHolidaysAnnouncement

Thank you for contacting our Customer Support. The ContactCenter is closed due to unforeseen circumstances. Please leavea message and we will get back to you as soon as possible.

OutOfHours Thank you for contacting our Customer Support. The ContactCenter is currently closed. It opens daily between 8 a.m. and 6p.m. Please leave a message and we will get back to you as soonas possible.

Holidays Thank you for contacting our Customer Support. The ContactCenter is currently closed on January first for public holidays. TheContact Center will re-open on January second at 8 a.m. Pleaseleave a message and we will get back to you as soon aspossible.

OutOfService Thank you for contacting our Customer Support. All our agents arebusy at present. Please leave a message and we will get back toyou as soon as possible.

Q Hi Priority Skillset Default skillset.

Q Low Priority Skillset Default skillset.

FirstRan All of our agents are currently busy, please hold and you will berouted to the next available agent.

SecondRan Your call is valuable to us. Please continue to hold.

Greeting Welcome to Customer Support.



Figure 7: Network application

Configuring contact routesBefore you begin

Create an application in Orchestration Designer. Create an agent in your contact center. Create at least one CDN (Route Point) in your Contact Center.

About this taskConfigure the contact routes for incoming contacts. Contact routes are assigned based onCDNs (route points), DNISs, or CLID number of a contact. For each CDN (route point) or CLIDnumber, you can designate a flow application that controls contact handling.

Procedure

1. Expand Applications.

2. Double-click Master_Script.

Configuring contact routes


3. In the Contact Router editor, configure the general settings for your contactcenter.

4. If opening Master Script the first time, browse to a location on your computer.

5. Click OK.

nn44400-510_03.04_orchestration_designer_30_july_2012 (1)

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