Back-end Avaya Aura Experience Portal and SIP-enabled Avaya … · 2019-06-16 · Avaya Aura...

19 April 2016 Version 1.0

ACCS, IP Office, and Back-end AAEP Play and Collect integration Page 1 of 21

Back-end Avaya Aura

® Experience Portal and

SIP-enabled Avaya Contact Center Select using a Play and Collect sample application

Overview

This document describes how to integrate a back-end Avaya Aura Experience Portal self-service system and Avaya Contact Center Select using a Play and Collect sample application. This document describes how to integrate the following components:

Avaya Contact Center Select - Release 7.0.0

Avaya Aura Experience Portal - Release 7.0.1

In a SIP-enabled contact center solution, the SIP messages include a number of message headers. These SIP message headers can be used to transfer small amounts of call-related information between SIP-enabled components. Avaya Contact Center Select supports data transfer using the following SIP header types:

User-to-User Information (UUI) SIP header

Avaya custom P-Intrinsics SIP Private Header

These headers contain information that enables the receiver to understand and handle the message.

Avaya Aura® Experience Portal

Avaya Aura Experience Portal (AAEP) is an open standards-based self-service software platform. Self service solutions allow customers to automatically obtain assistance or information without the need for agent interaction. Calls from your customers can be automatically answered by a self-service system that prompts callers to describe the information they require and provides this information without the need for a contact center agent. You can also use a self-service system to collect information from your customers before they speak to contact center agents.

The Avaya Aura Experience Portal system consists of an Experience Portal Manager (EPM), which controls the Experience Portal system and Media Processing Platform (MPP) servers, which process all calls. The Experience Portal solution network includes a Private Branch Exchange (PBX) server such as the IP Office platform, an Automatic Speech Recognition (ASR) server, Text-to-Speech (TTS) speech servers, and Tomcat application servers.



Avaya Aura® Experience Portal Orchestration Designer

Orchestration Designer is an Eclipse-based application development environment which supports the development of VoiceXML and CCXML speech applications. Orchestration Designer generates Experience Portal compliant XML-based applications for deployment on software application servers such as Apache Tomcat Server.

VoiceXML (VXML) is a standard XML format for specifying interactive voice dialogs between a human and a computer. VoiceXML is designed for creating audio dialogs that feature synthesized speech, digitized audio, recognition of spoken and DTMF key input, recording of spoken input, telephony, and mixed initiative conversations. For example, a typical VoiceXML play and collect application plays voice prompts to customers asking them to enter digits using their phone. The application then collects the customer digits and returns the digits for processing to the contact center.

Call Control XML (CCXML) is a standard markup language for controlling how phone calls are placed, answered, transferred, and conferenced. CCXML works with VoiceXML to provide an XML-based solution for any telephony application. VoiceXML and CCXML are two separate languages. CCXML can be integrated with a more traditional Interactive Voice Response (IVR) system and VoiceXML dialog systems can be integrated with other call control systems.

Avaya Contact Center Select

Avaya Contact Center Select is a context-sensitive voice and multimedia-enabled customer contact solution that allows enterprises to automate and accelerate customer interactions.

Contact Center uses SIP and open standards Web service interfaces to provide maximum flexibility. It helps organizations better anticipate customer needs and offers advanced functionality to quickly, efficiently, and cost effectively satisfy those needs. The result is a contact center that consistently delivers a unified, efficient, and highly personalized customer contact experience that builds brands and enhances loyalty.



SIP-enabled Avaya Contact Center Select

Avaya Contact Center Select uses Session Initiation Protocol (SIP) architecture to provide maximum interoperability and flexibility. SIP-enabled Avaya Contact Center Select simplifies solution architecture and CTI deployments. Avaya Contact Center Select SIP-enabled architecture and Contact Intrinsic data make it easy to develop screen pop applications, reducing the time, effort, and cost required to launch new capabilities.

Avaya Contact Center Select contains a SIP Gateway Manager (SGM) component which is the call processor in a SIP-enabled contact center. The SIP Gateway Manager is a standalone SIP element that can receive and process calls from SIP-enabled communication systems such as IP Office Server Edition and Experience Portal Media Processing Platform (MPP) servers.

In a SIP-enabled contact center each call or contact has associated Contact Intrinsic data. This Contact Intrinsic data may contain data relevant to that call, the calling customer, and other information retrieved by self-service or third party applications. Contact Intrinsic data enriches the context and information presented to agents with each customer contact. User-to-User Information (UUI): SIP-enabled systems can use SIP header User-to-User Information (UUI) to transmit small amounts of data between systems within SIP messages. SIP header UUI information can provide additional data about a call that a Voice XML application can use to determine what processing needs to be done for that call. Or the Voice XML application can use customer interview data to modify the UUI data, and then pass the customer call along with updated UUI information to the next application in the solution. This SIP header UUI data may be used to support Avaya Aura® Application Sequencing. Examples of UUI data include a customer account number obtained during a self-service session. P-Intrinsics SIP Header: If your call-associated context information does not fit in the SIP UUI header, you can use P-Intrinsics header information to pass the context information between SIP-enabled applications. P-Intrinsics is an Avaya custom SIP Private Header (P-Header).

Contact Intrinsics: SIP-enabled Avaya Contact Center Select uses SIP header User-to-User Information (UUI) or/and P-Intrinsics private header information to generate Contact Intrinsic data. Avaya Contact Center Select Contact Intrinsic data makes it easy to develop screen pops, reducing the time, effort and cost required to launch new capabilities. Avaya Media Server: Avaya Media Server is a software-based media processing platform. All media processing is performed in software on the host CPUs. Avaya Media Server uses standard SIP signaling and Real-time Transport Protocol (RTP) to transport audio, which enables it to work with a wide variety of clients and gateways. Avaya Contact Center Select uses the media processing capabilities of Avaya Media Server to support conferencing, announcements and dialogs in SIP-enabled contact centers. Each Avaya Media Server in a contact center is configured in Contact Center Manager Administration as a Media Server and is assigned to handle conference, announcement or/and dialogs media services.



Back-end Avaya Aura® Experience Portal with Interactive Voice Response

Avaya Aura Experience Portal provides back-end Interactive Voice Response (IVR) services like text-to-speech, digit collection, music, and speech recognition. A combined Avaya Aura Experience Portal and Avaya Contact Center Select solution gives your customers exceptional service and improved efficiency.

The following diagram shows a typical solution integration of an Avaya Contact Center Select with a back-end Avaya Aura Experience Portal system using the SIP header Creation sample application.

In a typical back-end Avaya Aura Experience Portal integration, customer calls to the Avaya Contact Center Select are routed to Experience Portal applications for automated processing. Avaya Aura Experience Portal (AAEP) applications play voice prompts asking the customer to select items from a menu, or to input account numbers. The customer responds by entering digits on their phone, or by speaking (AAEP supports optional Automatic Speech Recognition servers). The Avaya Aura Experience Portal applications then collect the customer’s response and return it to Avaya Contact Center Select for further treatments or agent assistance.



Call flow example

This call flow example shows how an Avaya Aura Experience Portal system interacts with Avaya Contact Center Select to handle a typical automated back-end Interactive Voice Response (IVR) customer transaction.

1. Incoming customer calls to the IP Office system are routed to Avaya Contact Center Select (ACCS).

2. Avaya Contact Center Select answers the call and executes a flow application, script, or/and optional primary scripts. A primary script is an application executed or referenced by the Master Script. Contact Center Manager Server records Master script and Primary script actions in statistical records.

3. The Contact Center script issues a session-based GIVE IVR command for an external media server (XDIALOG), supplying the URI identifier of the Avaya Aura Experience Portal.

4. Avaya Contact Center Select retains control of the call and sends a SIP INVITE message to Avaya Aura Experience Portal. Avaya Contact Center Select specifies treatment parameters in the SIP INVITE message.

5. Avaya Aura Experience Portal passes the call to a CCXML dialog application on the Tomcat application server.

6. The CCXML dialog application accepts the call and retrieves IVR parameters from the SIP INVITE message.

7. The CCXML dialog application invokes the Play and Collect Voice XML application (PlayAndCollect) with the parameters retrieved from Avaya Contact Center Select. SIP header-based shared User-to-User Information (UUI) information is also extracted and passed to the Voice XML application.

8. The Play and Collect Voice XML application streams Real-time Transport Protocol (RTP) streams into the associated Avaya Media Server conference, and prompts the customer to enter digits on their phone.

9. The Play and Collect Voice XML application collects the digits entered by the customer.

10. The Play and Collect Voice XML application then passes the customer’s digits back to the CCXML dialog application.

11. The CCXML dialog application returns the collected digits to Avaya Aura Contact Center in a SIP INFO message.

12. The CCXML dialog application then drops out (BYE).

13. The Avaya Contact Center Select script retrieves the IVR collected digits.



Sample application and code

Avaya supplies the following two Experience Portal Orchestration Designer sample applications.

Dialog.zip Sample Orchestration Designer project and Call Control XML sample code zip file. Dialog.war Sample Call Control XML Application Web application archive. PlayAndCollect.zip Sample Orchestration Designer project and Voice XML sample code zip file. PlayAndCollect.war Sample Voice XML Application Web application archive.

The PlayAndCollect sample code contains all the Voice XML code, flows, English prompts & grammars you need to pass UUI information to Avaya Aura Experience Portal. The following files are the most significant in the sample code zip file:

Sample Orchestration Designer project files File purpose

Dialog\.project Orchestration Designer CCXML project file

Dialog\jsp\start.jsp Main CCXML code file

PlayAndCollect\.project Orchestration Designer Voice XML project file

PlayAndCollect\jsp\start.jsp Main Voice XML code file

If your call-associated context information does not fit in the SIP UUI header information, you can use P-Intrinsics information to pass the context information between SIP-enabled applications. P-Intrinsics information is contained in an Avaya custom SIP Private Header (P-Header). The sample code supports 5 key-value pairs; you can expand this up to a maximum of 10 key-value pairs. This sample application supports incoming P-Intrinsics header information. You can use a front-end Avaya Aura Experience Portal system to collect context information from a customer call and store it in the P-Intrinsics SIP header. Experience Portal sends the customer call, complete with P-Intrinsics header information, to Avaya Contact Center Select. Contact Center takes the context information stored in the P-Intrinsics SIP header and uses it to generate call-related Contact Intrinsic and Call Attached Data (CAD). Contact Center then routes the call to an agent and performs a screen pop based on the Contact Intrinsic. If the agent transfers the call back to Avaya Aura Experience Portal for back-end processing, the sample back-end XML application uses the existing context information to skip the initial context gathering procedures and proceed to different procedures. For more information, and to download the complete Avaya Contact Center Select and back-end Avaya Aura Experience Portal using SIP header information sample files, see Orchestration Designer Sample Applications on http://www.devconnectprogram.com.

http://www.devconnectprogram.com/



The following is a sample of the Dialog Call Control XML code. Avaya Contact Center Select sends a SIP INVITE message into the Avaya Aura Experience Portal system. Avaya Aura Experience Portal passes the SIP call to a Dialog CCXML application. The CCXML application retrieves all available information including UUI data and P-Intrinsics information from the Contact Center call. The CCXML application then invokes a “Play and Collect” Voice XML application and passes in all the information collected up to that point: Dialog CCXML application code: <log expr="'Input parameters received:\n\tvoicexmldialog: ' + voicexmldialog + ';\n\treturns: ' + returns + ';\n\tprompttoplay: ' + prompttoplay + ';\n\tnumberofdigits: ' + numberofdigits + ';\n\tvars: ' + vars + ';\n\ttermchar: ' + termchar + ';\n\tinterdigittimeout: ' + interdigittimeout + ';\n\tnotypeahead: ' + notypeahead + ';\n\tvxmlto: ' + vxmlto + ';\n\tvxmlfrom: ' + vxmlfrom + ';\n\tim: ' + im + ';\n\turltopush: ' + urltopush + ';\n\tuui: ' + sipuui + ';\n\tgslid: ' + gslid"/> <send targettype="'ccxml'" name="'start.dialog'" target="session.id" delay="'0s'"/>

The sample Play and Collect Voice XML application, when called by the CCXML application, plays prompts to the customer and collects DTMF digits. Play and Collect Voice XML application:

The Play and Collect Voice XML application then returns the collected digits data from the customer back to the Call Control XML application:

The collected digits are returned in the collecteddigits variable.



The Play and Collect Voice XML application returns the data collected from the customer back to the Call Control XML application. Example of Call Control XML code retrieving the collected digits (collecteddigits) from the Voice XML application:  <assign name="collecteddigits" expr="event$.values.collecteddigits" /> <log expr="' collecteddigits : ' + collecteddigits"/>  <if cond="returns != 'true'"> <log expr="'Play only - exit now'" /> <disconnect connectionid="in_connectionid"/> <else/> <log expr="'Play and Collect - send collected digits'" /> <if cond="collecteddigits == undefined"> <log expr="'No digits collected.'" /> <assign name="collecteddigits" expr="'-1'" /> </if>

The Call Control XML application then uses the collected digits (collecteddigits) to construct a SIP INFO message:

 <script> var hints = new Object(); hints.sip = new Object(); hints.sip.requestmethod = 'INFO'; hints.sip.body = new Array(1); hints.sip.body[0] = new Object(); hints.sip.body[0].type = 'application/vnd.nortelnetworks.digits';

hints.sip.body[0].msg = 'p=Digit-Collection\r\ny=Digits\r\nd=Digits%3D'+ collecteddigits + '\r\n'; </script>

The Call Control XML application sends the SIP INFO message, containing data collected from the customer, back to Avaya Contact Center Select: <send name="''" target="in_connectionid" targettype="'SIPEndpoint'" hints="hints"/>



Overview of configuration steps

This section gives a high level overview of the main configuration steps in an integrated Avaya Aura Experience Portal (AAEP) and Avaya Contact Center Select (ACCS) solution. The examples used in this overview are based on the following server details:

Server IP Address

Avaya Aura Experience Portal (AAEP) server 10.134.48.96

Media Processing Platform (MPP) 10.134.48.96

Tomcat application server 10.134.48.96

Avaya Contact Center Select (ACCS) 10.134.48.226

Note that in this example the Media Processing Platform and the Tomcat application server are co-resident with Avaya Aura Experience Portal.

1: Using ACCS Contact Center Manager Administration (CCMA), add the Avaya Aura Experience Portal MPP server as a Media Server. AAEP supports TCP/TLS. AAEP does not support UDP.

The above screen shows the Avaya Aura Experience Portal MPP server (mpp96) server and the Avaya Media Server (AMS) added as media servers. Avaya Contact Center Select uses the media processing capabilities of Avaya Media Server in SIP-enabled contact centers. For this type of back-end IVR solution Avaya Media Server supplies only media conferencing capabilities.



2: Using Contact Center Manager Administration (CCMA), configure the Avaya Aura Experience Portal MPP server to handle XDIALOG media services and treatment routes.

The above screen shows AAEP MPP (mpp96) configured to handle external media services (XDIALOG). The Avaya Media Server is configured to handle media conferencing (CONF). Note the Treatment Address is configured with "sip:[email protected]" to match the service URI as used in the Contact Center Orchestration Designer GIVE IVR command.

3: Download the ACCS-AAEP back-end integration sample applications from the Avaya DevConnect Web site, http://www.devconnectprogram.com.

Download Experience Portal Orchestration Designer from the Avaya support Web site. Install

the software on a computer in your solution. Orchestration Designer supplies a number of sample applications. Avaya recommends that you review these applications.

A. Download the Contact Center sample application from Avaya Devconnect and copy it to

Experience Portal Orchestration Designer computer. B. Modify the files to make them writable. Select all of the files, right-click and select Properties.

Uncheck Read-only, and click Apply. C. Using Orchestration Designer, import the Contact Center sample application. [File > Import >

General, Existing Projects into Workspace.] D. Examine the sample code and if necessary edit the properties file. E. Export the VoiceXML code to a Web Application Archive (WAR) file:




a. Select the Contact Center sample application project, right-click and select Export. b. Expand Avaya OD Development. c. Select Export Orchestration Designer Speech Project. d. Click Next. e. Select a Destination Directory, for example configure the destination as

C:\AAOD7.0.1\Exported. f. Click Next. g. For Platform, select Experience Portal. h. For Servlet container, select Apache Tomcat 6.0.

i. Click Next. j. In the Tracing section, uncheck Reset tracing in the deployed application to the default

(disabled) settings. k. Click Finish.

F. Export runtime files for the project: a. Select the Contact Center sample application project, right-click and select Export. b. Expand Avaya OD Development.



c. Select Export Runtime Support files.

d. Click Next. e. For Application Server, select Apache Tomcat 6.0. f. Check Export Orchestration Designer runtime configuration application. g. Select a Destination Directory, for example configure the destination as

C:\AAOD7.0.1\Exported. h. Click Next. i. In the Pluggable Connector Common Libraries section, check Web services (Axis 1.4). j. In the Pluggable Connector Common Libraries section, check the Contact Center sample

application library. k. Click Finish.

G. This creates two files in C:\AAOD7.0.1\Exported: a. Copy runtimeconfig.war to the application server directory

(/opt/AppServer/tomcat/webapps) alongside the Contact Center WAR file. b. Copy runtimeSupportTomcat6.zip to the Tomcat lib directory,

/opt/AppServer/tomcat/lib. H. Export the CCXML Dialog application to a Web Application Archive (WAR) file:

a. Select the Dialog sample application project, right-click and select Export. b. Expand Avaya OD Development. c. Select Export Orchestration Designer Call Control Project. d. Click Next. e. Select a Destination Directory, for example configure the destination as

C:\AAOD7.0.1\Exported. f. Click Next. g. For Platform, select Experience Portal. h. For Servlet container, select Apache Tomcat 6.0. i. Click Next. j. Click Include extra file and folders.



k. On the Select Resources window, select all of the resources. Click OK. l. Click Next.

m. Click Finish.

4: Add a Tomcat application server to your solution. The Tomcat application server hosts XML

applications to integrate Avaya Contact Center Select (ACCS) and Avaya Aura Experience Portal (AAEP).

Copy the Dialog.war file to the Tomcat webapps directory. Copy the PlayAndCollect.war file to the Tomcat webapps directory. Restart Tomcat to automatically expand the two Web application archive (WAR) files.

The Dialog Call Control and PlayAndCollect VoiceXML applications are now installed on the Tomcat application server and can be accessed and used by Avaya Aura Experience Portal.



5: On the Avaya Aura Experience Portal (AAEP), under System Configuration, add the Dialog and PlayAndCollect applications.

The above screen shows the VoiceXML PlayAndCollect application and the CCXML Dialog application, both available on the Tomcat Application Server (10.134.48.96). Note that in this example the Tomcat Application Server is co-resident with AAEP.

6: Configure the Dialog application as an Inbound application.

Avaya Aura Experience Portal supports the mapping of a Universal Resource Indicator (URI) to a specific application. The inbound URI then determines which application to launch. Refer to the Avaya Aura Experience Portal on-line help for more information about configuring and launching VoiceXML and CCXML applications.



Configure the Dialog application to be launched by the URI “__sip-xdialog”. This Contact Center provided URI is configured in CCMA—Media Services and Routes.

Configure Text-to-Speech (TTS) for this application.



7: Configure the PlayAndCollect application as an Inbound application.

In this example the PlayAndCollect application is configured to be launched by the number “2960960”. Configure Text-to-Speech (TTS) for this application.

8: Write and configure a Contact Center Orchestration Designer script that uses the CCXML application. The Contact Center script sends sip:[email protected] to the Avaya Aura Experience Portal (AAEP). Avaya Aura Experience Portal uses “__sip-xdialog” to launch the Call Control XML application. The CCXML application invokes the PlayAndCollect application to collect customer data and returns the data. The CCXML application returns the collected digits to Contact Center in a SIP INFO message.

sip:__sip-xdialog@sipccgal



Example of a Contact Center Orchestration Designer GIVE IVR script:

Give ringback

wait 2

ASSIGN CONTACT DATA "SIP_FROM_ADDRESS" TO c_sip_from_add_cv

ASSIGN CONTACT DATA "SIP_TO_ADDRESS" TO c_sip_to_add_cv

ASSIGN c_sip_from_add_cv TO vxmlto

ASSIGN c_sip_to_add_cv TO vxmlfrom

ASSIGN "sip:[email protected]" TO serviceuri

ASSIGN "invite" TO method

ASSIGN "PlayAndCollect2014Feb28_0953" TO voicexml

ASSIGN "VXML" TO apptype

ASSIGN "digitcollection" TO treatmenttype

GIVE IVR

SERVICE URI serviceuri

WITH VXML TREATMENT voicexml

PARAMETERS vxmlto, vxmlfrom, method, apptype, treatmenttype

RETURNS c_sip_digits_str_cv

ASSIGN "Digits Returned: " TO im_str

APPEND c_sip_digits_str_cv to im_str

LOG im_str

section looping

IF c_sip_digits_str_cv = "12" THEN

QUEUE TO SKILLSET voice_skill1_cv

WAIT 2

ELSE

QUEUE TO SKILLSET voice_skill1_cv

WAIT 2

END IF

wait 5

execute looping

The Contact Center script places the result of the PlayAndCollect IVR session in the RETURNS value im_str. If the process was successful, Contact Canter generates Contact Intrinsics and/or CAD from the context information received from Avaya Aura Experience Portal, and that data can be retrieved and checked using the ASSIGN CONTACT DATA script command. Use this sample Contact Center Orchestration Designer script as a starting point when deploying your solution. Save the script as PlayAndCollect.



9: Test the integration by dialing an IP Office number that matches the ACCS CDN (For example, 2142260). Dialing 2142260 starts the ACCS Orchestration Designer (OD) Play and Collect script (PlayAndCollect).

The Orchestration Designer GIVE IVR script command launches the AAEP CCXML application:



The AAEP CCXML Dialog application launches the VoiceXML PlayAndCollect application. The PlayAndCollect application plays “Please enter your account number”, collects the digits you enter on the phone keypad, and plays the entered digits back to you before returning the call to the Orchestration Designer script.

The ACCS Orchestration Designer script then sends the customer call along, along with the collected data, to available ACCS agents. Example of viewing Contact Intrinsics using CCT Reference Client:

In this example, the customer entered “123456” as the account number at the VoiceXML prompt. Use the VoiceXML and CCXML sample applications to experiment and learn more about the ACCS and AAEP integration. Edit the XML code to meet your solution requirements. Use ACCS Contact Intrinsics to increase customer satisfaction and improve agent efficiency.



Conclusion

A combined Avaya Contact Center Select and Avaya Aura Experience Portal solution gives customers exceptional service and improved efficiency. Back-end Avaya Aura Experience Portal automation reduces contact center operating costs and improves Customer Satisfaction (CSAT).

Avaya Aura Experience Portal uses Call Control XML and VoiceXML applications to integrate with Avaya Contact Center Select. This gives enterprises complete flexibility and control of the solution integration. The Avaya Aura Experience Portal and Avaya Contact Center Select solution is highly flexible and efficient. Avaya supplies sample VoiceXML applications for the rapid integration of a back-end Avaya Aura Experience Portal system with Avaya Contact Center Select.

Avaya Contact Center Select with front-end Avaya Aura Experience Portal—at a glance

Avaya Contact Center Select Release 7.0.0

Microsoft Windows Server 2012 Release 2, 64-bit, Standard or Datacenter Editions

Avaya Aura Experience Portal Release 7.0.1

Red Hat Enterprise Linux 6.4, 64-bit

Avaya Aura Experience Portal Orchestration Designer

Release 7.0.1

Apache Tomcat application server

Version 6.0.41 on Red Hat Enterprise Linux 6.5, 64-bit

IP Office Server Edition Release 9.1

P-Intrinsics SIP header encoded Contact Intrinsics

Maximum of 10 key-value pairs: - key = 25 characters maximum - value = 80 characters maximum

Only ASCII key-value pairs are supported.

User-to-User Information (UUI) SIP header encoded data

Maximum of 96 bytes of encoded SIP User-to-User Information (UUI) data.

If you need to transfer more information than is currently supported by these SIP header methods, refer to the Avaya Contact Center Select “Context Creation" sample application for Avaya Aura Experience Portal.



Reference

For more information about Avaya Contact Center Select, see Avaya Contact Center Select Solution Description on http://support.avaya.com. For more information about Avaya Aura Experience Portal, see Planning for Avaya Aura® Experience Portal on the Avaya support Web site, http://support.avaya.com. For more information about Avaya Aura Experience Portal Orchestration Designer, see the Avaya DevConnect Web site, http://www.devconnectprogram.com.

© 2016 Avaya Inc. All Rights Reserved.

Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries.

All trademarks identified by ®, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc.

All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein.

http://support.avaya.com/

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