Oceana 3.7 BootCamp
Introduction
Training
Oceana_Bootcamp_Aug_2020-Hergen_Oceana_Intro_1_day1
Oceana_Bootcamp_Aug_2020-Hergen_Oceana_Intro_2_day1
Oceana_Bootcamp_Aug_2020-Hergen_Oceana_Intro_3_day1
PPT
Module_1_Oceana_3.7.x_General_Introduction_ver1.1.pptx
Deployment
Overview and considerations
Deployment Consideration
- Solution Guide
- Deployment Guide
• Chapter-3
Customer Journey EDM
Breeze Cluster and Nodes
ED Tasks and Flows
Omnichannel DB Server
ACM
Oceana PSTN Voice
Configure ACM
Configure IVR Assisted Voice Routing
Deploy Email and Chat
verify Voice Email Chat
Troubleshooting
Training
Oceana_Bootcamp_Aug_2020-Raman_Deployment_1_day1.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_2_day2.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_3_day2.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_4_day2.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_5_day2.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_6_day3.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_7_day3.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_8_day3.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_9_day3.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_10_day4.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_11_day4.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_12_day4.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_13_day4.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_14_day5.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_15_day5.mp4
Oceana_Bootcamp_Aug_2020-Raman_Deployment_17_day5.mp4
User_Config
User Configuration Login
Training
Oceana_Bootcamp_Aug_2020-Hergen_User_Config_18_day6.mp4
Oceana_Bootcamp_Aug_2020-Hergen_User_Config_20_day6.mp4
Oceana_Bootcamp_Aug_2020-Hergen_User_Config_21_day6.mp4
Voice_Call
Training
Oceana_Bootcamp_Aug_2020-Hergen_Voice_22_day7.mp4
Oceana_Bootcamp_Aug_2020-Hergen_Voice_23_day7.mp4
Oceana_Bootcamp_Aug_2020-Hergen_Voice_24_day7.mp4
Oceana_Bootcamp_Aug_2020-Hergen_Voice_exercise_25_day8.mp4
Oceana_Bootcamp_Aug_2020-Hergen_Voice_exercise_26_day8.mp4
Email_Chat
Traning
Oceana_Bootcamp_Aug_2020-Hergen_Chat_exercise_30_day9.mp4
Oceana_Bootcamp_Aug_2020-Hergen_Email_27_day8.mp4
Oceana_Bootcamp_Aug_2020-Hergen_Email_exercise_28_day9.mp4
WebRTC
SMS_Social
XI_Workspace
Training
Oceana_Bootcamp_Aug_2020-Hergen_IX_WS_30_day10.mp4
Widget_FrameWork
Training
Oceana_Bootcamp_Aug_2020-Hergen_Troubleshooting_32_day10.mp4
TroubleShooting
Training
Oceana_Bootcamp_Aug_2020-Hergen_Troubleshooting_31_day10.mp4
Oceana_Bootcamp_Aug_2020-Hergen_Troubleshooting_32_day10.mp4
Engagement_Designer
Software
Key Functional Area
Avaya Aura Core infrastructure and applications
Oceana Breeze services
Platform
Snap-ins
Connectivity provider (Communication Manager)
Modelling contacts
Resources
Routing Contacts
User Desktop
Managing Customer details and Data
Oceana Databases storing
Oceana Customer’s details and Data
History and Journey to date
Mangement and Administration of the contact center components in Oceana
Oceana Users Contact Center Desktop application
Oceana Contact Center reporting
Real Time
Historical
Voice Routing Components
Avaya Breeze
Avaya Breeze
Avaya Aura System Manager
Avaya Aura System Manager
AVaya Aura Experience portal
AES
Session Manager
Call Center Elite
Communication Manager
Avaya Call Recording
Avaya Workforce Management
Avaya Aura Media Server
Avaya Aura Device Service
Avaya Aura Web Gateway
Core Breeze Services
UCA
CSC
Engagement Designer
Workflow
Workflow Tasks
Work Assignment
UCM
Context Store
UAC
Customer Management
Service Monitor
Optional Breeze Services
Chat Bot
Collaborative Browsing
POM
Zang
Web Text
Generic Channel
AMC (WebRTC)
Chat
Messaging
Social
SMS
ORC (Digital)
Breeze DB
Ocena Omnistore DB
Omnistore db supplied by Avaya
Store Transcript data for Digital chanel
Rules for routing digital Channels
Attributes for Digital channels for UCA
External Data Mart
Oceana Core Services
UCA
Avaya Control Manager
- MSSQL DB
• Control Manager supplied by Avaya
• MSQL DB S/W and Licenses Supplied by Customer Control Manager integrate to Oceana via UCA
Unified Collaboration Model (UCM)
Resource
Users
User Stations
VDN’s
Virtual Digital terminals
- Chat
- SMS
Work (interactions)
inbound voice calls
web chats
Emails
Digital / social media channels
Features
exposes API’s that allow other oceana components (CSC, UAC,WA) to obtain state notifications about all the oceana agents and work in the system
Supports Publisher/Subscriber interface for reporting events
Events are delivered over REST and also to the reliable eventing framework (REF) which is used by analytics
mandatory service for all oceana deployments
Unified Collaboration Administration (UCA)
UCA Consumes the configuration information entered into the Avaya Control Manager UI ( stores it in Breeze PostGres DB), and makes this available to the other Oceana Services that need this information
UCM
UAC
WA
CSC
REF
ORC
UCA Consists of
Agents
Attribute
Accounts
Screenpops
Services
Provider
ORC (Digital)
SMS
Social Media
Co-Browse
ChatBot
Chat
AMC (WebRTC)
WebRTC
CSC (Voice)
PSTN Voice
Generic
Generic
Call Server Connector (CSC)
TSAPI based applicaiton that connects directly to AES and acts as the interface between CM and the Oceana Applicaiton
Functions
Maintains state in the UCM
- Agents voice resources (Stations)
- CM VDN’s used by Oceana
The applicaiton at the end of Adjunct Route used to send information about the customer voice call from CM to Oceana
Creates and manage normalized (generic) interaciton objects in UCM when inbound and outbound voice interactions arrive at/from oceana
Mandatory component for voice deployment
Engagement Designer (ED)
All work types (voice,email,chat etc) result in an ED workflow being started in order to direct the work to a suitable resource
ED exposes task-based user interface for authoring workflows and is the single workflow tool
Default ED flows for routing , transfering to service and other tasks
Flows can be modified by customers , partners and system integrators
mandatory service
Work Assignment (WA)
matching engine
matches work(contact) to resources (Agent)
matching rules
- MIA
- LOA
- Greatest need
- Proficiency
- Match Update
- Specific Resource
may choose the most highly skilled , least occumied, sales agent
Tracks the state of agents via its connection to UCM and Oceana Providers
Mandatory for all oceana Deployents
Context Store (CS)
store of contextual information about contacts (Work)
Interaction Context can be taken from either an IVR or Communicaiton manager vector for PSTN voice or WebRTC Voice and Video
Chat during the initial browsing session that my precede the end user clicking the live chat now button
CS also provides the mechanism to integrate to the mandatory external data mart db which stores data used to build up the customer journey
Mandatory snap-in for all oceana deployment
WorkSpaces(WS)
HTML5 Desktop
OmniStore Database
OCPDS
Degital Chanel Configuration Data
- Attributes
- Email Parsing Rules
- Chat reponses
- SMS and Social responses
OminiChannel Resource Conector (ORC)
Avaya WFO Integration to Analytics for real time
Analytics Real Time Interface
Uses Kafka technology to deliver real time event information to WFM
Offers a number of mesure streams, each of which require an explicit subscription by WFM to enable the flow of event to WFM
Currently WFM only subscribes for a single measure stream- AGENTMEASURES
Large number of measures avaliable in stream for Adherence only uses followings
- agentId
- agentState
- nrReasonCode
- nrReasonCodeName
- lastStateChangeTimestamp