1. Avaya Aura® Orchestration Designer 6.0 Knowledge Transfer Overview
2010 Avaya Inc. All rights reserved.

2. Avaya Aura® Orchestration Designer 6
What is It?
Single design tool for Aura® Contact Center suite experience management applications
Why does it Matter?
Accelerates service design and deployment reducing time to market, lowering cost, and improving your response to what customers want
How does it Work?
One tool for design, simulation, maintenance of agent scripts and inbound/outbound self service
Supports Aura® Experience Portal, Aura® Contact Center, and all other Avaya Automated Care platforms (MPS, VP, IR)
Leverages best practices from both Dialog Designer and Service Creation Environment
Ships at no cost with AACC and AAEP or download from Avaya DevConnect(soon!)
Built on Eclipse open source framework for integration with 3rd party developer tools
Proactive Contact software gives contact centers the capabilities they need to preview, initiate, and track outbound communications. It maximizes agent productivity by providing:
Predictive dialing – the system dials ahead of agent, it screens out answering machines and busy signals, and only passes live voices, with customer data, to agents when available.
Preview dialing – the agent has the ability to review customer data on screen before the call is placed – this feature gives agents a lot more control.
Agent blending and Virtual Agent capabilities, which consists of allowing you to better utilize agent “downtime” during times of low inbound contact volume to perform outcalls as well as predictive dialing/self service integration that allows customers to proactively help themselves
Agent Scripts, which help decrease agent training time and provide consistency of messaging, so it help increase the quality of customer service
One important thing to note is that Avaya Proactive Contact is the evolution of both the Mosaix Predictive Dialer and the Avaya Predictive Dialer and with that Proactive Contact 5.0 is the 15th generation of this Avaya product range.
Run standalone or manage campaigns and service in real-time alongside inbound traffic
Industry leading voice detection maximizes live connects with up to 98.9% accuracy
98.9% call detection accuracyEnhanced Call Progress Analysis for delivers highest percentage of productive live contacts to agents
Predictive Dialing Calling Algorithms minimize time agents spend between each productive contact thus maximizing their productivity
Multiple blending options capture non-productive Agent Ready Time and uses it for productive outbound campaigns
Predictive/preview dialing and agent blending options optimize agent productivity
Deploy with AACC or AACCE, AVP, and IQ for an end to end Experience Management solution 2
2010 Avaya Inc. All rights reserved.

3. Avaya Aura® Orchestration Designer
Eclipse
Avaya Aura® Orchestration Designer
AACC Scripting
AAEP Self Service
Contact
Router
Contact Flow
Call Flow
Prompt
Variables
Synchronization
Connectors
Grammar
Navigator
Outline
Problems
Simulation

4. Overview – Automated Service
Dynamic generation of both Speech and DTMF VoiceXML and Video applications.
Embedded VoiceXML and CCXML browser speeds prototyping and design and debugging
Common VoiceXML/CCXML Browser across platforms reduces deployment risk and delivers more consistent user experiences
Global language support provided at no additional cost
Generates lightweight, highly distributable VoiceXML
Enterprise-scale distributed development across IP networks
Expanded hosted support allows for enterprise control of hosted applications
Built on open standards and Eclipse framework
Interoperability with WebSphere, Rational, ClearCase, etc.
Exposes all custom tools supported within Eclipse framework
VoiceXML 2.1, CCXML 1.0, SRGS/SSML, SOAP/XML/WSDL, J2EE, SMIL

5. Overview – Assisted Service
Support for existing Contact Centre scripts:
Import existing AACC scripts.
AACC integration
All applications created in the Contact Centre view are stored in the CCMS database, no extra backup/restore requirements.
Full OAM integration - avoids manual entry of OAM data.
Offline capabilities
Applications can be designed without requiring connection to network.
Synchronized data since that last snap shot was taken.
Best programming practise
Enforced automatically (i.e. wait 2 automatically added after a Queue to skillset command etc.. )
Ease of Use
Speeds up the learning curve for developing contact center scripts.

6. Overview – Assisted Service
Custom Block/Editor:
Advanced scripts writers can still write script syntax as before
Canned Scripts, Default Data and Default Prompts:
Provide a starting point for green field sites.
Document Generation:
Generate a document in HTML, PDF or RTF format that can be used for customer signoff.

7. Avaya Aura® Experience Portal and Orchestration Designer
Single Application Development Environment
Single development tool for AACC and AAEP in addition to all Avaya self-service platforms (MPS, VP, IR)
Common Framework: Eclipse
Common Branding: Splash screen, labeling, etc.
Similar Look & Feel: Same icons where applicable
Same UI framework (long-term)
Shared Views
Perspectives
Speech for IVR self-service.
Call Control for CCXML development.
Contact Center for AACC scripts.
2010 Avaya Inc. All rights reserved.

8. Avaya Aura® Experience Portal and Orchestration Designer
Single Application Development Environment (con’t)
Installation
AACC scripting features only
Self-Service development features only
Combined AACC scripting and Self Service development features.
Business Value
Efficient and consistent workflow design for assisted and automated services
Addresses potential organizational needs for separating design for assisted and automated services
2010 Avaya Inc. All rights reserved.

9. Avaya Aura® Experience Portal and Orchestration Designer
Additional MPS Support
AAOD 6.0 enhances support for MPS from the initial introduction with Dialog Designer 5.1
MMF Support
Graphical Shortcuts for handoff to/from MPS Developer applications
Business Value
Lowers costs for migration from MPS Developer to AAOD through re-use of MMF announcements
Removes requirement to add additional software or hardware
Proficient design of self service applications in mixed MPS Developer / AAOD application environment
2010 Avaya Inc. All rights reserved.

10. Avaya Aura® Experience Portal and Orchestration Designer
Application Simulator MRCP Support
Allows the use of 3rd party speech engines (ASR/TTS) for application development testing in the chosen language and voice.
Enhancement over the use of the standard Microsoft speech packaged with Dialog Designer today
Business Value
Increased quality and less application re-work particularly in more complex environments
Faster time-to-market
Allows for global development community to simulate applications that use 3rd party speech directly from within the development environment.
2010 Avaya Inc. All rights reserved.

11. New Features & Enhancements
2010 Avaya Inc. All rights reserved.

12. MMF Files in Phraseset Usage Select "MMF" radio button.
"Filename" indicates the name of the MMF file. "Use Phrase Name" indicates that the name of the phrase defines the MMF element.
Ex: numdemo is the MMF filename and NUMBER DEMO GREETING is the element in that file.
2010 Avaya Inc. All rights reserved.

13. MMF Files in Phraseset Usage
Using the MPS wav2mmf tool, you can convert the DD std phrases in .wav format to your own MMF file.
If you check "Use Audio File Name", then OD will use the audio file name (minus the .wav ext) instead of phrase name to reference the element in the MMF file.
Ex: LocalBundles is the MMF file and 0030 is the element in that file.
2010 Avaya Inc. All rights reserved.

14. MMF Files in Prompt Usage
Addition of the MMF phrase into a prompt is added just like any OD phrase.
Choose a phrase node from the palette (or use a variable) and indicate the phraseset and phrase name.
2010 Avaya Inc. All rights reserved.

15. MMF Files at Runtime
Upon project export, you must target the MPS platform.
When OD runtime encounters an MMF based phrase, it will generate the correct VXML based on that phrase definition:
<audio src=builtin:numdemo/NUMBER DEMO GREETING"/>
2010 Avaya Inc. All rights reserved.

16. MMF Files in Simulation
Usage
OD cannot convert MMF to wav format which is required for simulation.
You can convert the MMF to wav using MPS Developer tools and target the new wave file in the Simulation Audio tab, or choose your own simulation audio by recording or choosing an alternate file.
2010 Avaya Inc. All rights reserved.

17. AES Connector
The CTI Connector has changed names to the AES Connector.
This change does not require manual changes to your application.
A new file aesconnector.war (.ear) is now required for deployment.
2010 Avaya Inc. All rights reserved.

18. AES Connector
The new AES Connector and older CTI Connector can be deployed on the same appserver, however it is not recommended as this will use up additional resources and reduce efficiency of the appserver and the AES.
This setup is possible if running both 5.x DD applications and 6.0 OD applications in the same 6.0 OD runtime environment.
If you are running just 5.x DD applications in a 6.0 OD runtime environment, you may deploy the older CTI Connector that is matched to your 5.x DD applications and choose not to deploy the AES Connector.
AES Connector has upgraded to JTAPI 6.1 driver.
2010 Avaya Inc. All rights reserved.

19. ICC/AES Connectors and Load Balancers
Load Balancers have been tricky to use with the AES and ICC Connectors.
To work, it required LB to pass through client IP in request headers.
As an option, you may choose to invoke these connectors using localhost
You must indicate the port
LB's will no longer require client IP pass through.
2010 Avaya Inc. All rights reserved.

20. ICC/AES Connectors and Load Balancers
The manual port entry will be added to the web descriptor and can be changed manually in the web.xml without requiring a rebuild or reexport.
2010 Avaya Inc. All rights reserved.

21. Add Security and Privacy
Secure Fetch
Is a "form" node property
When set to true next node is fetched "https"
Allows finer grain control over when https is used
Subdialog data value encryption
Variables marked "private" in the variable's properties are encrypted in the VXML.
Example:
No logging of pages with private data
VXML pages that use/reference a private variable are not logged.
<form id="untitledFTPModuleParamsModule1">
<var name="untitledFTPModuleParamsModule1___untitledOutput1"/>
<subdialog name="untitledFTPModuleParamsModule1" src="/FTPModuleParamsModule/Start?___DDSESSIONID=7DC2D8EF537BFE38F6FD5F2B9D438A93%3A%2FFTPModuleParamsMain&sagecall=english&sagecfhport=48551&sagecfhhost=A " method="get">
<param name="inputValue" value="___AvayaEncrypted_HbX7b7hW4czj1D5aZUv9LQ=="/>
<filled>
<assign name="untitledFTPModuleParamsModule1___untitledOutput1" expr="untitledFTPModuleParamsModule1.untitledOutput1"/>
</filled>
</subdialog>

22. Pluggable Connector Category Project Update Grouped by category
<configuration
displayName="Advanced Math"
icon="icons/math.gif"
category="Examples"
connectorId="com.avaya.sce.pdc.pe.advancedmath">
<item
destination="PROJECT_WEBINF"
versionClass=
"com.avaya.sce.pdc.pe.advancedmath.Version"
versionMethod="getVersion"
updateClasspath="true"
resourceName="data/pdcadvmath.jar">
</item>
<projectUpgrade
connectorVersion="2"
class="com.avaya.sce.pdc.pe.advancedmath.ui.ProjectUpgrade">
</projectUpgrade>
</configuration>
Category
Grouped by category
Default category is 'Other'
Project Update
Allows you to perform updates to meta files your PDC created
See the AdvancedMath sample PDC for an example

23. Module Local Call Subdialog versus Local Call Subdialog Local Call
local call allows passing complex variables
local call allows passing collections
no context switch on Voice Browser
no extra fetch to pull parameters to application server
Subdialog
Must use when calling non-OD modules (OSDMS, NDM et. al.)
Local Call
Must use when calling a OD module that takes a complex variable as an input parameter

24. HTTP Request/Reply Flow
Main
Module
Sub dialog
Local call
Fetch: untitledFTPSubdialogModuleOne1
Fetch: untitledFTPSubdialogModuleOne1
Reply: VXML
Reply: redirect -> FTPSubdialogModuleOne/Start
Fetch: FTPSubdialogModuleOne/Start
Fetch: FTPSubdialogModuleOne/Start -> forward -> SayHello
Reply: VXML
Reply VXML
Fetch:FTPSubdialogModuleOne/SayHello
Reply VXML

25. New Variable Properties
Prompt
Prompt name can be a variable
Grammar
Grammar name can be a variable.
If you use the variable you the runtime will not fill in slots on recognition just the standard fields (interpretation, utterance …)
N-Best
N-Best value can be a variable.
if < 0 or invalid, default is 1.

26. runtimeconfig changes
Module Versioning
By Configuration
Use Application Configuration to add the application.
Select module map to configure alternate entry points or "Module Start"
Changes take affect on the next call.
Can be used on existing applications with out changing the applications

27. runtimeconfig changes
Module Versioning
By Code
Takes precedence over the runtimeconfig value
Override updateWebAppEntryPoint
public String updateWebAppEntryPoint(SCESession mySession, String appName, String moduleName, String oldEntryPoint);
Default implementation of updateWebAppEntryPoint returns null, this results in the default value being used.
If neither is used (code or configuration) it works as today.

28. runtimeconfig changes (continued)
Temp Directories
Use Application Configuration to add the application.
Select Application Information to specify an alternate temp directory (log files, recordings).
avaya.dd.tempdir takes priority over the runtime configuration
avaya.dd.tempdir sets the temp dir for ALL applications on an app server
runtimeconfig Application Configuration sets the temp directory for an individual application
Having the temp directory not in <TOMCAT_HOME>/webapp allows an application to be re-deployed with out stopping Tomcat

29. New Call Flow Features Compound conditions Call flow editor
Prompt editor
New functions enabling date-time based routing
Local Variables
Collection looping within the data node
Interoperability with MPS Developer applications
Better integration support with 3rd-party VXML applications/modules.
New database connector enhancements
2010 Avaya Inc. All rights reserved.

30. Compound Conditions – Data Node
Palette
Palette offers items AND, OR, NOT and Expression in a stack.
Simple condition is still supported the same way at the If item level.
If the Operator property is set to "blank" (default), the compound condition nested in the If item is being evaluated. Setting the expression is the exact same way as setting up the If item before.
At each level, the parent boolean operator linearly joins the children expressions or child compound conditions. Example: If (age >= 21 and age <= 35 and (not (smoke or sick)) )
Example an If statement nesting another If.
if (smoker or sick)
if (female)

31. Compound Conditions – Prompt Editor
Exact same usage as in the
data node.
The Properties view for setting up the expression or If for a single condition.

32. Date-time Function 1 Typical date format characters:
The palette supports 3 date time functions, which are designed to help manipulate date and time in 3 different types of representation – DD Variable, Java Date object and String.
Convert Date String – converts a string of given format to a Java Date object. This function requires the input of the date time format/pattern. The special characters used for the format are the same as documented in the Java SimpDateFormat doc.
By entering a date string in the From Constant String, OD helps you to validate the conversion using the sample date and the format to avoid any surprise at runtime.
Typical date format characters:
Year – yyyy (4 digit)
Month – MM (2 digit)
Day – dd (2 digit)
Hour – hh or H (1-12 or 0-23)
Minute – mm
Second - ss

33. Date-time Function 2
Set DD Datetime – this function takes the Java Date object, breaks it into parts and assigns each part to the fields of the DD Date/Time variable(s). DD Date and Time variables are pre-defined types.
The DD Date variable is complex variable that contains at least the year, month and dayofmonth fields. All the supported fields are shown in the system Date variable. You can make a copy of the system Date variable to start a new one.
The DD Time variable is a complex variable that contains at least the hour, minute and second fields. All the supported fields are shown in the system time variable. You can make copy of the system Time variable to start a new one.
In the following example, the MyDate DD Date variable has the year, month and dayofmonth fields. The function will extract the values from the date object in the tempDateObj variable and assign each of them to its corresponding field in the MyDate variable.
Date time variables

34. Date-time Function 3
Convert DD Datetime – converts the date value parts in the DD Date/Time variable(s) to the Java Date object. You have the option to have either the date or time variable or both as source values. This function may be useful if you already have the date/time broken apart, and you need to do comparison with other date/time. It's much easier comparing using the Java Date object due to the numeric value with millisecond precision it represents.

35. Date-time Based Routing (Flow)
With the date time functions and the compound conditions support, you have the arsenals to build call flow branches based on date time of any format and from any source.
The example call flow shows that we are getting the date and time from the caller, and we process the date time input by the CheckDatetime data node to decide if it is a good time for a business visit.
This call flow snippet comes from one of the bundled sample apps called VisitingSchedule.

36. Date-time Based Routing (Details)
Here is some logic inside the CheckDatetime data node showing that we first convert the date strings for the holidays into Java date objects. The dates could have come from some data sources instead of being hard-coded. We also convert the input date. Then we do the comparison to see if the input date is any of the holidays.
The following logic converts the input date and time into a Java date object and set the date parts in the DD Date variable.
DD Date and Time variables

37. Local Variables
The purpose of local variables is to avoid cluttering the project variables with ones that are only used (for calculation) within one data node. It also enhance usability by not having users to jump around when a variable is needed for temporary use.
The Local Variables node is there by default when creating a new data node. You would need to manually add it to data nodes of the projects from earlier versions of DD.
The Local Variables node is the parent under which all the local variables are defined. The defined local variables show up in the same list as the project variables for the operations to use. The only difference is the local variables have "(L)" appended to their names. They provide the same support as the project variables within a data node.
This example shows that we need to use quite a few operations to do some string parsing such as remove a sub-string from a string. This therefore involves using a number of variables, which would have been otherwise defined in the project variable editor.
Palette

38. Collection Looping
Before, following the logic that populates the variable collection from a database call, you have to create a loop to go out of the data node and come back to itself using the If condition and Next item. This was inefficient as the servlet is making servlet forward calls to itself. Also, you may run into a constraint on a large number of iterations.
Now, you can just use the Loop Collection item to create a loop on the variable collection. The following example shows that the loop is created on the getScores variable. The While node takes a variable as the only property you need to set. Inside the While node, you can add whatever operations you need to execute for each item in the collection of the variable.
Palette

39. Interoperability with MPS
Use the MPS Developer Application template item in the call flow palette.
The node created is based on the VXML Object element. It sets up the minimum required parameters and values for making a call to a MPS Developer application. You can also add the optional input and output parameters.
Besides the DD documentation, you should also refer to the Nortel VXML Browser User Guide-> Chapter 5 (interoperability)->Invoke MPS Developer from VXML.
Palette
Call flow

40. 3rd-party VXML Module 1 Manually define module screen
Choose to use GET or POST method for the subdialog call.
Check this to specify how you want to send the input parameters.
Check this if you expect muti-part data coming back from the subdialog call in output parameters.

41. 3rd-party VXML Module 2
public String getWebAppEntryPoint(com.avaya.sce.runtimecommon.SCESession mySession) {
String entryPoint = mySession.getParameter("module.TestDialog.entrypoint");
if (entryPoint != null)
return checkEntryPoint(entryPoint, mySession);
return(checkEntryPoint(" mySession)); }

42. Database Connector Enhancements
Defining a dbop for a a stored procedure that has 2 output parameters each of which is of Array type that returns an array. You would need to specify the array type name that matches the one created in the database.
Added support for the bytea data type which used to store blob in PostgreSQL. The field will show up as BINARY in the dbop wizard and editor.
Map to Variables

43. MRCP Simulation Support
Media Resource Control Protocol (MRCP) is a network communication protocol used by speech servers to provide various speech services
Based on a request-response model between the MRCP client and server
MRCP is a proposed standard network protocol for control of Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) Servers in distributed environments
It has two versions:
MRCPv1 uses RTSP
MRCPv2 uses RTSP and SIP

44. Need for MRCP support in the simulator
Allows the developer to utilize platform supported third party speech servers (Nuance, Loquendo)
Close simulation to the caller experience in the production environment
Provides support for testing advanced text-to-speech functions, like SSML, and more accurate speech recognition testing like multi-lingual applications.
Shortens test cycle and makes it easier to detect errors
Voice Portal/Experience Portal supports it

45. Simulator MRCP feature highlights
First licensed feature of the OD design environment
Not a separate download/install, but a valid license is needed to use the feature
Supports commonly used third party speech servers like Nuance and Loquendo
Provides ability to switch between Microsoft's TTS and ASR servers and other 3rd party speech servers
MRCP settings can be accessed via Window- >Preferences->Avaya Aura->Application Simulation- >Orchestration Designer Simulation
Based on the open source UniMRCP client component
Currently, only supports MRCPv1

46. MRCP Settings (disabled by default)

47. Adding MRCP License

48. License Accepted

49. MRCP Settings

50. Simulation using MRCP

51. MRCP Logs
MRCP logs are present in $ECLIPSE_HOME/plugins/com.avaya.sceavb_xxx/AVB/log folder
TTS - unimrcpclient-tts-0.log
ASR - unimrcpclient-asr-0.log
SPEAK 1 MRCP/ Content-Type: application/synthesis+ssml Speech-Language: en-us Voice-Age: Content-Length: 155
<?xml version="1.0" encoding="UTF-8"?><speak version="1.0" xml:lang="en-us" xmlns=" to the Math Quiz!</speak>

52. 2010 Avaya Inc. All rights reserved.