The Avaya Aura Contact Center Manager Administrator (CCMA) Open Interface incorporates SOAP- and REST-based Web service interfaces that can be used by third-party applications to access certain Contact Center management capabilities provided by CCMA.

CCMA itself incorporates a graphical management interface for performing various aspects of Contact Center management. The latest release of the CCMA Web service provides methods which allow third-party applications to access the following CCMA capabilities:

• Add agents
• Add supervisors
• View, create, update and delete agents, supervisors and supervisor agents
• Assign skillsets to agents
• Remove skillsets from agents
• Assign contact types to agents
• View, create, update and delete skillsets
• Get a list of all agents
• Get a list of all supervisors
• Get agent details, including assigned skillsets
• Get supervisor details, including assigned agents
• Get a list of all skillsets
• Get a list of agents assigned to a specific skillset
• Get a list of the configured servers
• Get a list of the Call Presentation Classes
• Get a list of the Multiplicity Presentation Classes
• Get a list of the Activity Codes
• Get a list of the Contact Types
• Get a list of the Agent Threshold Classes
• Get a list of all the Skillset Threshold Classes
• Get a list of the configured Communication Manager servers

The CCMA Web service is hosted on the CCMA server and is part of the standard CCMA installation. The Web service can optionally be configured for secure access using SSL. If SSL is required, a certificate needs to be created and installed on the CCMA server.