The Avaya Aura Contact Center Manager Server (CCMS) provides two sets of Web services Open Interfaces, the Open Networking SOA Web services and the Open Queue SOA Web services. The Open Queue Web service enables client applications to queue contacts in the Contact Center. The Open Networking Web service enables client applications to transfer calls between different nodes in a network.

The Contact Center Manager Server (CCMS) APIs include the RTD API, a Win32 C programming interface that supports the development of third-party status reporting applications; the RSM interface that uses IP multicast technology to provide basic call center status reporting capabilities to third-party applications; and the HDX API enables the exchange of data between CCMS and a client application.

The CCMA Open Interface incorporates SOAP- and REST-based Web service interfaces that enable client applications to access a sub-set of the Contact Center management capabilities provided by CCMA.

Starting in Release 7.0, Avaya Aura Contact Center supports two options for implementing Web Chat solutions: the existing Contact Center Multimedia Web Communications Web services (which continue to be supported), and the new Enterprise Web Chat (EWC) WebSocket and REST APIs. EWC supports the creation of secure, scalable and highly available next generation web chat solutions. Developers can create customized agent/supervisor desktop applications and customer facing user interfaces using EWC's Agent Desktop API and Web User Interface API, respectively.

The Avaya Aura Contact Center Multimedia (CCMM) provides two sets of Web services Open Interfaces, the Agent SOA Web services and the Outbound SOA Web services. The Agent Web service enables client applications to access and manage email contacts received into monitored mailboxes, while the Outbound Web service enables client applications to access and manage existing outbound campaigns.

The CCMM Web Communications Web services enable client applications to integrate with a Contact Center Multimedia system. Clients can: add new customers and customer contacts to the CCMM database; read and maintain existing customer details; read customers' contact histories and details of individual contacts; create and maintain Web chat sessions; schedule callbacks from agents to customers.

Note: The CCMM Web Communications Toolkit is a legacy interface and should not be used for new application development. For new development, use the Enterprise Web Chat interface.

The Communication Control Toolkit (CCT) provides SOAP- and ReST-based Web services Open Interfaces. The CCT SOAP-based Open Interfaces are Web services hosted on the CCT Server that allow third-party applications to access the underlying contact control functionality provided by Avaya Aura Contact Center, using any run-time server software that supports SOA web services. The CCT REST-based Open Interfaces are also hosted on the CCT Server and provide a subset of the capabilities enabled by CCT SOAP-based Web services.

The CCT .Net API supports the complete contact control feature set. The API is suitable for complex client- and CCT server-based solutions, and provides support for multimedia and SIP-enabled Contact Center installations.

When installed on a Contact Center Manager Administration client, Avaya Orchestration Designer can be used to create applications that define the steps a contact follows when it arrives at Avaya Aura Contact Center, as the front-end to an assisted experience management solution. These steps can include call treatments (such as music or ringback), call routing (such as skill-based routing), or interaction with the caller (entering account numbers).

The Meridian Link Services (MLS) protocol is supported by Avaya Aura Contact Center with CS 1000 only. MLS facilitates the functional integration of computer and PBX environments, and allows client applications developers to extend the functionality of contact centers. Use of MLS is granted only through license agreement and payment of an annual license fee.