Avaya Learning Companion Guide

Transcription

1 Avaya Learning Companion Guide for the Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting (5C00080E) Version 0.1 March 23, 2014 Page 1

2 Table of Contents Welcome... 3 The Learning Opportunities... 3 Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting Description... 3 Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting... 4 System Requirements... 7 About this Guide... 8 Introduction... 8 Rooms and Objects... 8 Virtual Campus Location While on the Learning Floor Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting Theory Floor Room 1: Introduction to Orchestration Designer Scripting Room 2: Orchestration Designer Views Room 3: Application Creation Overview Room 4: Variables, Intrinsics, and Expressions Room 5: Commands and Blocks Room 6: Advanced Scripting Features Conclusion Meet Your Instructor Quiz Tool Opinion Survey Page 2

3 Welcome to the Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting The Learning Opportunities On this learning floor, you have the opportunity to explore the content supporting the ACSS Avaya Aura Contact Center Administration (test 3300) Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting Description Synopsis The Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting gives learners the opportunity to explore this tool for creating customized script and flow applications how to access it, what are the components, how do the parts come together to create the call center scenario the customer requires. Using demonstrations, virtual lab exercises, and the theory objects in rooms 1 to 6, learners will come away with the knowledge required to create and maintain Avaya Aura Contact Center scripts and flows. Page 3

4 Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting The Avaya Aura Experience Contact Center Knowledge Access (test 3300) presents knowledge specifically targeted for Avaya Associates, Customers, and Partners who have administration and scripting responsibilities for this product. This learning activity consists of the following segments: Self-directed content (9 hours) contains lectures and demonstrations that provide the core knowledge needed to implement, administer, and support creating Scripts and Flows. Topics include the following: Scripting Overview Orchestration Designer Installation Introduction to Orchestration Designer Contact Center View Local View Synchronization View Problems View Application Planning Flow Editor Introduction Script Editor Introduction Common Tasks and Preferences Tools and On-line Help Application Management Data Integration Variables Configuration Variable Types Introduction to Intrinsics Introduction to Conditional Commands Configuring Blocks Queue Blocks and Commands Call Treatments General Commands Managing Emergencies Monitoring Contacts IVR for SIP Unscheduled Closures Introduction to Host Data Exchange Configuring Host Data Exchange Page 4

5 Database Integration Wizard Practice Lab Workshops (2 days) consists of exercises that take place in the virtual labs with instructor (mentor) support. The hands-on exercises provide the skills needed to create scripts and flows within the Avaya Aura Contact Center. The Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting is part of the ACSS Avaya Aura Contact Center Support credential (ACSS-3300). Learning Objectives Upon completion of Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting, you should be able to: Describe the foundations of Orchestration Designer, such as the Master Script, the Contact Router, and the function and categories of applications. Demonstrate the steps required to complete an installation of Orchestration Designer for Contact Center Manager Server Scripting. Define the function of the Orchestration Designer and identify its different modes of operation. Summarize the features and operation of the Orchestration Designer Contact Center View. Identify the functions and features of the Orchestration Designer Local View. Explain the purpose of the Synchronization View, and demonstrate how it works. Describe how the Problem View assists in validating scripts and flows. Identify the benefits of Application planning, including creating a flow chart to better support the call flow visualization. Describe and explain the components of an application flow, for example, the Toolbar and Palette Bar, the function of the Blocks, and the operation of the Flow Editor. Describe the creation of a Script application in Script Editor. Recognize common Orchestration Designer tasks and preferences. Identify how Orchestration Designer Tools such as the Documentation Generation Wizard, the ability to print out an application flow, and the Screen Cams feature enhance the Orchestration Designer experience. Describe the benefit of the Application Manager Data Integration into the Orchestration Designer, and demonstrate how to use it to create applications. Explain the properties, purpose, and configuration of Application Variables. Recognize the three different categories of variable and identify under what circumstances each can be utilized. Discuss how Intrinsics and Expressions work together to provide real-time routing to contacts working their way through scripts and flows. Page 5

6 Define the unique properties of the conditional expressions and discuss how to apply them in both Script and Flow applications. Define the properties of the blocks used to create a flow application. Identify the function and parameters of the Queue Command and Block. Explain the different categories of call treatment, and demonstrate how to use them in an application flow or script. Determine how and when to use General Commands in script or flow applications. Discuss how to use intrinsics, global variables, wild call variables, and dummy skillsets to provide special treatments for contacts in the event of unforeseen contact center closures. Identify how to monitor queued contacts in order to verify their status in relation to the status of the call center. Discuss the functions and benefits of using the IVR feature in a SIP environment. Explain and configure the Event Handler and use applications to manage contact center emergencies. Describe the rules for using HDX. Explain how the Host Data Exchange integration provides enhanced capabilities to the Call Center functions. Discuss the benefits of using the Database Integration Wizard in the HDX environment. Learner Materials There are no additional materials. Page 6

7 System Requirements In order to use AvayaLive Engage, the AvayaLive Engage client must be installed on your local PC. Before booking any knowledge access, please verify through this link that your IT security will allow downloading and installing the client and there are no bandwidth issues within the demo AvayaLive Engage environment. The PC requirements documentation can be downloaded at aining_medium.pdf Page 7

8 About this Guide Introduction This guide will help you prepare for a visit to the Avaya Aura Contact Center Orchestration Designer Scripting theory floor by providing direction and helpful navigation information. It also briefly describes the learning opportunities (learning objects and interactive experiences) available. Rooms and Objects In addition to successfully completing the ACSS exam, the purpose of the Avaya Aura Contact Center Orchestration Designer Scripting theory floor is to provide learners the theoretical knowledge required to advance through the Learning Objects and onto the Practice Lab Workshop. Each room contains learning objects specific to the room topic or title. The map below illustrates the floor layout, including room names and locations, the PODs, and meeting rooms. Use it to locate and teleport to topics of interest and content that meets your unique requirements so you can successfully move through the other sessions. (See the section While on the Learning Floor for more information on teleporting from the lobby to specific rooms.) Room Number Room 01 Room 02 Room 03 Room 04 Room 05 Room 06 Topic Area Introduction to Orchestration Designer Scripting Orchestration Designer Views Application Creation Overview Variables, Intrinsics and Expressions Commands and Blocks Advanced Scripting Features Page 8

9 Rooms and Objects PODs A POD on the learning floor This learning floor features one POD. It is useful for informal learner gatherings and conversations. In addition to a sitting area, POD1 displays posters that explain how to obtain and use the e-book files. E-Books Coming Soon! Each learning object is available in e-book format for viewing on iphone/ipad and Android devices. Locate and download the files from the e-book stand found near the entrance in each learning room. Avaya Learning recommends downloading the ReadMe document (ReadMe.doc) for tips on viewing the learning objects. To download the files, do the following: 1. Click on the stand to reveal the file list 2. Select a file by clicking it 3. Follow the on-screen directions provided by the browser for downloading and saving the file Page 9

10 Virtual Campus Location Aerial view of the Avaya Learning Virtual Campus The Knowledge Access: Avaya Aura Contact Center is located in the CC Core Implementation and Support building. Page 10

11 Virtual Campus Location To access the Avaya Aura Contact Center Orchestration Designer Scripting floor: 1. Log onto the Avaya-Learning website: 2. Select My Learning 3. Select Knowledge Access: Avaya Aura Contact Center Orchestration Designer Scripting Page 11

12 Virtual Campus Location Your avatar arrives at the entry point to the floor. A map of the floor is on the wall. A link to download this Companion Guide is close by. If the avatar turns to the left, a teleporter to the ground floor is available. The avatar arrives on the learning floor and sees the layout of the floor displayed on the wall map. The avatar approaches the Teleporter to the ground floor. Note the mini-map highlighted in red at the bottom right corner of the screen. This indicates the current location of the learner (blue arrow) and the presence of any other learners on the floor (green dot). Page 12

13 While on the Learning Floor View the Floor Map to locate the room you wish to enter. For a first-time visitor, Avaya Learning recommends beginning with Room 01, Introduction to Orchestration Designer Scripting. Use the teleport function to reach a room quickly. Here is how to do it: 1. Move closer to the floor map 2. Hover your mouse over the name of the room you wish to visit until you see the word TELEPORT 3. Click in the box containing the room name The mouse is hovering over the name of a room to visit. Page 13

14 While on the Learning Floor Move clockwise around the room. To start a learning object, walk up to the monitor and click within the monitor s borders. The learning object will open in a separate window if your browser settings allow pop-ups. The learner will click within the monitor to view the Scripting Overview learning object in a new window. Some rooms include additional printed material that can be downloaded. Simply click in the document box to open the file link. More specific information about the documents are included in the room descriptions. A download box is located in each room. Page 14

15 While on the Learning Floor To return to the lobby, hover the mouse over the teleporter panel by the room entrance until TELEPORT appears. Next, click the button below the floor map image. The avatar is preparing to teleport back to the lobby. TIP: Take notes while you go through the learning objects, and highlight any questions you might have. Page 15

16 Avaya Aura Contact Center Orchestration Designer Scripting theory floor Room 1: Introduction to Orchestration Designer Scripting This room provides an overview of Orchestration Designer. The learner is introduced to the components of OD, how to install it, and then how to access it and configure it. Please view the following self-directed learning objects: - Scripting Overview - Orchestration Designer Install - Introduction to Orchestration Designer Page 16

17 The information in this room will enable you to: Describe the foundations of Orchestration Designer, such as the Master Script, the Contact Router, and the function and categories of applications. Demonstrate the steps required to complete an installation of Orchestration Designer for Contact Center Manager Server Scripting. Define the function of the Orchestration Designer and identify its different modes of operation. Please continue to room 2. Page 17

18 Room 2: Orchestration Designer Views Room 2 provides a look at different Orchestration Designer Views available to the administrator and/or script writer. Each view has a unique function within the Orchestration Designer and provides different tools to support the script or flow writing process Please view the following self-directed learning objects: - Contact Center View - Local View - Synchronization View - Problems View Page 18

19 The information in this room will enable you to: Summarize the features and operation of the Orchestration Designer Contact Center View. Identify the functions and features of the Orchestration Designer Local View. Explain the purpose of the Synchronization View, and demonstrate how it works. Describe how the Problem View assists in validating scripts and flows. Please continue to room 3. Page 19

20 Room 3: Application Creation Overview The creation of a script or a flow requires planning and resources. In room 3, the learner acquires the knowledge required to plan and create scripts. They will learn to use flowcharts to assist in organizing the flow of a contact, and will better understand the benefits of the different help tools provided within the Orchestration Designer. By establishing default settings and preferences, creating and administering scripts becomes less cumbersome, and this room introduces how to set up common tasks and preferences. The learner will also discover the two editors, the Script Editor and the Flow Editor. Please view the following self-directed learning objects: - Application Planning - Flow Editor Introduction - Script Editor Introduction - Common Tasks and Preferences - Tools and On-line Help Page 20

21 The information in this room will enable you to: Identify the benefits of Application planning, including creating a flow chart to better support the call flow visualization. Describe and explain the components of an application flow, for example, the Toolbar and Palette Bar, the function of the Blocks, and the operation of the Flow Editor. Describe the creation of a Script application in Script Editor. Recognize common Orchestration Designer tasks and preferences. Identify how Orchestration Designer Tools such as the Documentation Generation Wizard, the ability to print out an application flow, and the Screen Cams feature enhance the Orchestration Designer experience. Please continue to room 4. Page 21

22 Room 4: Variables, Intrinsics, and Expression Room 4 introduces the concept of Variables, Intrinsics, and Expressions, and explains how they enhance the functionality of the script or the flow. Variables act as placeholders to make a script or flow easier to read, Intrinsics use Time, Call, Skillset and Traffic details to support real-time script and flow routing decisions, and expressions use Logic Statements to measure the real-time data gathered based on the intrinsic. The learner discovers how to make these features work together within the script or flow. Please view the following self-directed learning objects: - Application Manager Data Introduction - Variables Configuration - Variable Types - Introduction to Intrinsics - Introduction to Conditional Expressions. Page 22

23 The information in this room will enable you to: Describe the benefit of the Application Manager Data Integration into the Orchestration Designer, and understand how to use it to create applications. Explain the properties, purpose, and configuration of Application Variables. Recognize the three different categories of variable and identify under what circumstances each can be utilized. Discuss how Intrinsics and Expressions work together to provide real-time routing to contacts working their way through scripts and flows. Define the unique properties of the conditional expressions and discuss how to apply them in both Script and Flow applications. Troubleshoot Contact Center Manager Server faults. Troubleshoot Contact Center Manager Administration faults. Troubleshoot Contact Center Multimedia and Avaya Aura Agent Desktop faults. Troubleshoot Communication Control Toolkit faults. Use the Communication Control Toolkit Reference Client as a troubleshooting tool for voice and multimedia contacts. Please continue to room 5. Page 23

24 Room 5: Commands and Blocks The learning objects in room 5 continue to provide tools for creating scripts and flows within Orchestration Designer. The primary component of a script application is the command, and the primary component of the flow application is the block. In this room the learner becomes familiar with how to create scripts and flows using these tools. Please view the following self-directed learning objects: - Configuring Blocks - Queue Commands and Blocks - Call Treatments - General Commands - Managing Emergencies - Monitoring Contacts - Unscheduled Closures and Failed Conditions Page 24

25 The information in this room will enable you to: Define the properties of the blocks used to create a flow application. Identify the function and parameters of the Queue Command and Block. Explain the different categories of call treatment, and discuss how to use them in an application flow or script. Determine how and when to use General Commands in script or flow applications. Discuss how to use intrinsics, global variables, wild call variables, and dummy skillsets to provide special treatments for contacts in the event of unforeseen contact center closures. Identify how to monitor queued contacts in order to verify their status in relation to the status of the call center. Discuss the functions and benefits of using the IVR feature in a SIP environment. Explain and configure the Event Handler and use applications to manage contact center emergencies. Please continue to room 6. Page 25

26 Room 6: Advanced Scripting Features Room 6 introduces the learner to how to work with the Give IVR command and the IVR block, providing play only, and play and collect capability within the scripts and flows. Also covered in this room is how to incorporate Host Data Exchange functions within a script. Host Data Exchange supports the sending to and receiving information from a database host, allowing routing decisions based on output from the database server. Please view the following self-directed learning objects: - IVR for SIP - Introduction to Host Data Exchange - Configuring Host Data Exchange - Database Integration Wizard Page 26

27 The information in this room will enable you to: Describe the rules for using HDX. Explain how the Host Data Exchange integration provides enhanced capabilities to the Call Center functions. Discuss the benefits of using the Database Integration Wizard in the HDX environment. Page 27

28 Conclusion Meet Your Instructor At various times an instructor will be online in the Shared Instructor Office. Follow the dashed line from the Meet your instructor poster next to the floor map: Follow the dashed lines. The dashed lines lead to the Shared Instructor Office Teleporter. The teleporter transports the learner to the Shared Instructor Office. Notice the Instructor schedule located to the left of the teleporter providing the hours of instructor availability. Page 28

29 The Shared Instructor Office teleporter and Instructor hours. Page 29

30 Quiz Tool The quiz tool requires a separate log in credential. Obtaining the quiz log in credential is a multipart process: 1. Navigate to 2. Click Create new account 3. Provide the requested information 4. Click Create account 5. You will receive a confirmation . Follow the instructions in the to complete the account creation process Page 30

31 Opinion Survey After you have completed this floor, and participated in the Ask the Mentor and Practice Lab Workshop, please take a few minutes to answer some questions on your ALE experience. The answers are confidential. Your input will help us to improve the virtual environment. Locate the Opinion Survey poster in the Ask the Mentor classroom area. Clicking the poster will open the link to the survey. Thank you! Page 31