CX Journey EA DemoGuide - experience.avaya.com

CX Journey Demo Guide Date Created March 20, 2020 New Demo – Now included in Oceana Solutions with Workspaces

demo Date Updated August 26, 2020 Remove IX from product names Date Updated January 10, 2021 Update demo and guide to bring demo back online Date Updated February 16, 2021 Update VDI Access to use Avaya SSO credentials and other

credential information

CX Journey Page 2 of 29

Table of Contents

Introduction ........................................................................................................................................................... 4

Things to Know ....................................................................................................................................................... 4

Requirements ......................................................................................................................................................... 4

Email ....................................................................................................................................................................... 5

Credentials ............................................................................................................................................................. 5

Login Agent ............................................................................................................................................................ 5

VMware Horizon Desktop for Agent ................................................................................................................................................................ 5

Avaya Workplace ............................................................................................................................................................................................. 6

Salesforce Login ............................................................................................................................................................................................... 6

Setup/Modify Suite CRM Profile ...................................................................................................................................................................... 7

Setup CX Journey for Alexa App ....................................................................................................................................................................... 9

Login into Workspaces – Agent ...................................................................................................................................................................... 10

VMware Horizon Desktop – Supervisor ............................................................................................................... 13

Login Avaya Workspaces - Supervisor ............................................................................................................................................................ 14

Login into Amazon Alexa App on iOS or Android ................................................................................................. 16

Login into Avaya Workplace on any iOS or Android device ................................................................................. 17

Running Demo ...................................................................................................................................................... 17

Intelligent Experiences using Amazon Alexa – Generic Channel .................................................................................................................... 17

Intelligent Experiences using WebChat .......................................................................................................................................................... 19

Intelligent Experiences using Amazon Alexa – Re questing a Callback ....................................................................................................... 24

Contact Center Dashboard ................................................................................................................................... 26

Logging Out of the Demo ..................................................................................................................................... 26

Avaya Workspaces ......................................................................................................................................................................................... 26


Avaya Workplace ........................................................................................................................................................................................... 26

Demo Components .............................................................................................................................................. 28


Introduction Avaya’s Customer Journey demo is focused on demonstrating the use of artificial intelligence with human interaction. This demo scenario in the financial sector is about a customer wanting to buy a new car and inquiries about today’s loan rate with their preferred bank.

Things to Know • Due to security concerns, all access and credentials will only be available on the Experience Avaya Website for the demo • VDI Desktops can be accessed via VMware Horizon client or Browser • There is no customer history for voice, WebRTC or Oceana Reference Client interactions • CRM Screen pop with SFDC currently only works as a 'pop-out' due to changes that SFDC has made to their site, use 'pop-out'

option • Reviewing and following the steps in the guide ensures a successful demo experience

Requirements • Internet Access • VMware Horizon Client installed (see VMware Horizon Install Client guide in the ‘Access’ section of this demo on the

Experience Avaya portal) – Note: multiple sessions of VMware Horizon Client can be launched from the same PC • Amazon Alexa App installed on iOS or Android device – Note: Alexa device not necessary • Avaya Workplace installed on iOS or Android Mobile device – Environment OCEANADEMO • Setup CX Journey page to use with Alexa app each time you use demo • CRM Contact created in Suite CRM Profile and scheduled location set in the “Demo Location” field • Schedule a demo resource: Scheduling is always required to use a demo at any time

Note: Credentials and links are found in the ‘Access’ section of this demo on the Experience Avaya portal


Email Refer to the ‘Access’ section of this demo on the Experience Avaya portal for Email and Keyword information

Credentials Refer to the ‘Access’ section of this demo on the Experience Avaya portal for Credentials information

Login Agent VMware Horizon Desktop for Agent Use VMware Horizon Client (latest release) or access via Browser – Refer to instructions below for your desired method via VMware Horizon Client via Browser 1. Launch VMware Horizon Client 2. Server: Refer to the ‘Access’ section of this demo on the

Experience Avaya portal for Server information – Note: Server address changed on 2/20/2021

3. Horizon Username and Password – enter your Avaya SSO credentials

4. Click Login

1. Launch Browser 2. URL: Refer to the ‘Access’ section of this demo on the Experience

Avaya portal for URL information – Note: Server address changed on 2/20/2021

a. Select VMware Horizon HTML Access


5. Double-click Oceana Agent virtual desktop

I. Horizon Username and Password – enter your Avaya

SSO credentials II. Click Login

3. Double-click Oceana Agent virtual desktop Avaya Workplace

1. ‘Avaya Workplace’ for “Back Office Expert” will auto launch and login

Salesforce Login 1. ‘Chrome’ will auto launch click on Login | Salesforce tab 2. Refresh of page required 3. Username and Password will be auto populated after the refresh 4. Click Log In 5. Search Salesforce contacts to Confirm and/or Modify your contact has been created or needs to be updated – if you do not have an

account, please proceed to ‘Add Salesforce contact’ below


a. Start entering text into the ‘Search…’ field b. Click on your contact c. Click on Edit, make any necessary changes and click Save (or Close if no changes)

6. Add Salesforce contact (Note: the below fields are required)

a. Click Create New… and select Contact from drop-down list b. First Name: first name c. Last Name: last name d. Account Name: Oceana Unlimited e. Phone: enter telephone number where demo will be called from (include country code) f. Mobile: enter cell number where demo will be call from (include country code) g. Email: enter email address that will be used in the demo h. Click Save

Setup/Modify Suite CRM Profile Follow the below steps to initially set up your Suite CRM profile After the one-time setup of your Suite CRM profile for this demo, you will be required to modify the ‘Demo Location’ each time you use the demo

1. Click LOG IN on ‘SuiteCRM’ tab in ‘Chrome’ (Note: The Username and Password are pre-populated for you) 2. Setup/Modify your Demo Avaya Suite CRM Profile (Note: Avaya Oceana Solution with Workspaces demo requires that you

modify your Suite CRM Profile to your scheduled location each time you use the demo)


a. Click Create Contact, if you do not already have a ‘Contact’ created

b. Enter the following information and click SAVE:

i. First Name ii. Last Name

iii. Office Phone Note: To confirm you enter the correct number, dial the Replay Number to hear back the number you are calling from – Refer to the ‘Access’ section of this demo on the Experience Avaya portal for Replay Number information

iv. Mobile Phone Note: To confirm you enter the correct number, dial the Replay Number to hear back the number you are calling from – Refer to the ‘Access’ section of this demo on the Experience Avaya portal for Replay Number information

v. Email Address

vi. Demo Location (enter your scheduled location – this location will need to change as you schedule different locations each time you use the demo) Tip: start typing only the City to search


Setup CX Journey for Alexa App IMPORTANT: This step is required to step up the CX Journey for Alexa app to recognize you during the Alexa interactions of the demo. You will be required to set this at the beginning of your demo session each time. Once set up for your demo session (during your scheduled time) it will be set for that entire demo session.

1. Click on the CXJourney tab in ‘Chrome’ 2. Using the drop-down, select your scheduled location 3. Enter your “First Name” 4. Enter your “Mobile No” in e.164 format – this number should be able to receive text messages 5. Click Submit – you will receive a “Your record was added successfully. Your User ID is xxxxxxx” where xxxxxxx is the last 7-digits

of your mobile number, Click OK


Login into Workspaces – Agent

1. Click on the Avaya Login tab in ‘Chrome’ 2. Refresh of page required

Note: Verify the Username matches for your scheduled location a. Select the a<location>@experience.avaya.com agent and replace <location> with your scheduled location and click

SIGN IN


b. Click ACTIVATE c. Click on Go Ready

d. Ensure that all 7 channels are “Ready” – the channel icons should be green

Note: If one or more channels are not “Ready” (green icons), select Finish Work under the ‘agent’ name and then Go Ready button

3. You will note that you received a warning in the lower left corner of workspaces when logging in. This warning is indicating that ‘Teamspace’ is not logged in. ‘Teamspace’ does not auto login.


a. To login Teamspace, click TeamSpace-withBackOffice icon and click OK to login b. Refer to ‘Avaya Oceana Solutions Teamspace’ demo guide for further information to demo

IMPORTANT - Update Customer ID for Customer Journey Content to work properly Done only the first time you use the Avaya Oceana Solution demo (If you have done this a previous release of Oceana, not required to do again, but can be confirmed by following the steps below) - The following steps are required to match your Customer ID with your CRM Profile created earlier to match your various interactions with your customer journey. 3. Send an email to the email address referred to in the ‘Access’ section of this demo on the Experience Avaya with the subject as your

scheduled location Agent – i.e. Seattle Agent – and Send 4. When the email appears on the Agent Workspaces, accept the interaction and click on Customer Journey icon, hover the ‘email’

icon and locate your ‘Customer ID’ number


5. Update your ‘Suite CRM’ with this ‘Customer ID’ and click SAVE (Note: you may already have the Customer ID populated and should match what you viewed in the Customer Journey above)

VMware Horizon Desktop – Supervisor Use VMware Horizon Client (latest release) or access via Browser – Refer to instructions below for your desired method via VMware Horizon Client via Browser 1. Launch VMware Horizon Client 2. Server: Refer to the ‘Access’ section of this demo on the

Experience Avaya portal for Server information – Note: Server address changed on 2/20/2021

3. Horizon Username and Password – enter your Avaya SSO credentials

4. Click Login

1. Launch Browser 2. URL: Refer to the ‘Access’ section of this demo on the Experience

Avaya portal for URL information – Note: Server address changed on 2/20/2021

a. Select VMware Horizon HTML Access


5. Double-click Oceana Supervisor/Customer virtual desktop

i. Horizon Username and Password – enter your Avaya

SSO credentials ii. Click Login

3. Double-click Oceana Supervisor/Customer virtual desktop Login Avaya Workspaces - Supervisor

1. Click on the Avaya Login (Avaya Workspaces) tab, page will be displayed for your scheduled location

Note: Verify the Username matches for your scheduled location a. Replace the <location> with your scheduled location, s<location>@experience.avaya.com agent and click SIGN IN


b. Click ACTIVATE c. Click on Go Ready

d. Ensure that all 6 channels are “Ready” – the channel icons should be green

Note: If one or more channels are not “Ready” (green icons), select Finish Work under the ‘agent’ name and then Go Ready button

e. Change the status of the ‘Supervisor’ to “Not Ready”, select Go Not Ready under the ‘Supervisor’ name and select any Not Ready code – the channel icons should be orange


8. You will note that you received a warning in the lower left corner of workspaces when logging in. This warning is indicating that ‘Teamspace’ is not logged in. ‘Teamspace’ does not auto login.

a. To login Teamspace, click TeamSpace-withBackOffice icon and click OK to login b. Refer to ‘Avaya Oceana Solutions Teamspace’ demo guide for further information to demo

Login into Amazon Alexa App on iOS or Android 1. Install Amazon Alexa App on iOS or Android – if not already installed 2. Sign-In

a. Email: Refer to the ‘Access’ section of this demo on the Experience Avaya portal for email address information to sign-in b. Password: Refer to the ‘Access’ section of this demo on the Experience Avaya portal for password information c. Tap SIGN-IN d. Tap I’m ExperienceAvayaAlexaDemo EA e. Tap LATER on “Give Amazon permissions”


f. Tap through brief tutorial

Login into Avaya Workplace on any iOS or Android device Note: You cannot use Avaya Workplace on the same mobile device that is using the Avaya Oceana Client, only IM is being used on Workplace client, so any other device with Avaya Workplace on it with internet access will work and cell service not required

1. Launch Avaya Workplace app 2. Enter your scheduled location with the Unified email address of the BackOffice UC User b<location>@experience.avaya.com and

select “Enviornment” OCEANADEMO 3. Login: b<location>@experience.avaya.com – where <location> is your scheduled location 4. Password: Refer to the ‘Access’ section of this demo on the Experience Avaya portal for password information 5. Click Continue for the following message “Avaya Workplace” Wants to Use “avayacloud.com” to Sign In. Note: AvayaCloud

“Spaces” Unified Login uses our Demo Microsoft Office 365 as the BackOffice. 6. Scroll down and choose the purple Microsoft Login Logo 7. Sign in: b<location>@experience.avaya.com – where <location> is your scheduled location 8. Password: Refer to the ‘Access’ section of this demo on the Experience Avaya portal for password information

Note: To reset Avaya Workplace to change users, sign out existing user, click Support under ‘Settings’, tap Reset Application

Running Demo Intelligent Experiences using Amazon Alexa – Generic Channel

Agent Customer 8. Agent should be in Ready state

9. In the Alexa app on your mobile device, say Alexa, open <location> Bank


10. Follow the prompts from Alexa and respond Yes for “For existing preferred Beyond Bank customers…You can also request a call back” – The Alexa Integration Use Case script can be followed from the CXJourney tab – Phrases must be spoken as written in the script i.e. “My pin is xxxx“

Agent (cont’d) Customer (cont’d)


4. Generic Channel interaction will be delivered to agent 5. Agent will notice in the screen pop that the customer has a

late payment that needs to be made before proceeding with a new loan request

6. Agent will ask if customer is ready to make a payment and fill out the “Send Request for Payment” form by entering Amount, Due Date, and Expiration Date then click CREATE

7. After the request is created, click SEND SMS

8. Customer will receive a text to view invoice and details

9. Agent can end interaction Intelligent Experiences using WebChat 1. Click on the Beyond Web link shown at the end of the script

2. Sign In as John<location> no spaces between John and location –

i.e. JohnAuburn – No password needed


3. Click on ASSISTANCE and select WEBCHAT

4. Agent accepts incoming interaction 5. Web Chat Script

Agent “Hello, you are connected to an Expert Agent. How can I help you?” Customer I have questions about the interest rate on my car loan Agent (selecting Suggested Content – selects) “As your Credit Specialist, I can assist you with your interest rate questions on your Loans or Credit Card.” Customer The rates have dropped for car loans, can I take advantage of the current interest rates? Suggestion: invok Expert to confirm that this customer’s loan rate can be adjusted…See instructions after Step 8 below and then continue to converse with the customer


Agent (selecting Suggested Content – selects) “Due to your credit Rating, we can reduce your interest rate by 2%” Customer That is great, what are the next steps?

6. Agent (selecting Suggested Content – selects) “To reduce your interest rate we will need to fill out a card service request – we can do that together.”

7. Agent can view previous chat interactions and transcripts by clicking on the Customer Journey icon

8. After chatting with or talking with the customer, the agent

determines a loan expert is required to get answers for the customer

Agent Expert 1. Agent clicks on Teamspace Widget icon in the Agent

Workspaces 2. Click on Start new conversation

3. Type in a ‘Subject’


4. ‘Search User(s)’ – search for your scheduled location – i.e. Atlanta

5. Select Online only 6. The ‘Search’ result will return your scheduled location ‘back

office’/’expert’ to interact with 7. Click on the ‘Search’ result and click √ OK button to start

conversation

8. Type a message to the ‘back office’/’expert’ and click Send

message icon

9. On the Avaya Workplace client, the ‘back office’/’expert’ can view that a message was sent from “Agent” with the ‘subject’ and part of the ‘message’

10. Double-click on the ‘message’ to read and reply



11. The ‘back office’/’expert’ and agent can converse back and forth and provide answers to the customer

Intelligent Experiences using Amazon Alexa – Re questing a Callback

Agent Customer 1. Agent should be in Ready state

2. In the Alexa app on your mobile device, say Alexa, open <location> Bank

3. Follow the prompts from Alexa and respond I would like a call back for “For existing preferred Beyond Bank customers…You can also request a call back” – it will look like the following below:


Agent (cont’d) Customer (cont’d) 4. Answer incoming call – Callback is made to customer 5. Answer call 6. To demonstrate access to back office or experts, follow steps

in previous demo scenario


Contact Center Dashboard 1. From the Supervisor Desktop, launch Chrome and click on the Avaya Contact Center Dashboard tab

Logging Out of the Demo IMPORTANT: To prevent issues with the next use of the demo you MUST FOLLOW LOGOFF INSTRUCTIONS after each time you demo Avaya Workspaces

1. Click Finish Work 2. Click Exit 3. Close the browser

Avaya Workplace 1. SIGN OUT Avaya Workplace and close Window

VMware Horizon Client

Window Users: Select Disconnect and Log Off under Options Mac Users: Click Log Off from Connection menu


Browser:

1. Click on the left slider to open menu, click on Open Menu and click on Log off

2. Click Close for “You have been disconnected.” Message 3. Click on left side slider to slide out menu, click on Open Menu icon and click Log out. Click OK when asked “Are you sure you

want to log off?


Demo Components Avaya Intelligent Xperiences ™ Avaya TeamworX Avaya Oceana Solutions Avaya Dashboard Avaya Workspaces – Teamspace Avaya Workplace Avaya Administration Avaya Workspaces Avaya Mobility Avaya AVA Avaya Aura® System Manager Avaya Aura® Session Manager Avaya Communication Manager


Avaya Aura® Application Enablement Services Avaya Session Border Controller for Enterprise Avaya Aura® Presence Services Avaya Analytics Dynamic Self Service Intelligent Assistant – Amazon Alexa Customer Relationship Manager Zang Voice and SMS Beyond Customer Experience Web & Mobile Avaya Breeze® Snapins

• Bot Connector • Engagement Designer • Avaya Mobile Communications • Co-Browse • Work Assignment • Context Store

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