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Uniphore Customer Portal

U-Self Serve - Avaya Integration Architecture
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  1. Receives In bound call to network (PSTN Call terminated at Gateway. VOIP from Gateway to AAEP Server).

  2. Gateway establishes call session with the Avaya Aura Experience Portal (AEP).

  3. U-Self Serve VOSK Client (Deployed in U-Self Serve server) uses VXML scripting to stream voice to UNIMRCP Server for Speech to Text.

    1. U-Self Serve UNIMRCP Server performs Speech to Text to get text value for the “User Input".

  4. “User Input” text is sent to the U-Self Serve UNIMRCP client for routing.

  5. U-Self Serve UNIMRCP client sends “User Input Text” to U-Self Serve IVR connector.

  6. User utterance text is sent to U-Self Serve NLU to generate response.

  7. When U-Self Serve generates the text response, it is sent to U-Self Serve UNIMRCP Client.

  8. U-Self Serve UNIMRCP Client sends response text to UNIMRCP server for Text to Speech conversion.

    1. VXML script performs Text to Speech in Nuance.

  9. Speech output is streamed to U-Self Serve UNIMRCP Client.

  10. Speech Response output is sent to end customer.

  11. Call transferred to Live Agent with a specific skill group.

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