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Avaya Contact Center Select

Latest Release: 7.1.2 (September 2021)

Interfaces

DevConnect supports application development using the Avaya Contact Center Select interfaces below.

Contact Center Manager Server (CCMS) Open Interfaces

Avaya Contact Center Select supports the CCMS Open Queue Web service interface. The Open Queue Open Interface is an SOA-modeled API that enables client applications to queue contacts in the Contact Center.

Contact Center Manager Administration (CCMA) Open Interfaces

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.

Contact Control Service Java and JavaScript SDK APIs

The Contact Control Service Java SDK incorporates a Java API, reference client, javadoc and developer guide; the JavaScript SDK incorporates the JavaScript API, API reference documentation and reference client. The SDKs support agent and supervisor inbound contact control, plus outbound voice call control for solutions that integrate with Avaya Proactive Outreach Manager. The SDKs are available for download under the Downloads - Contact Control Service SDKs tab for the latest release of Contact Center Select.

Contact Center Multimedia Web Communications Web Services

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; and 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.

Contact Center Multimedia Outbound Open Interface

The CCMM Outbound Web service enables client applications to access and manage existing outbound campaigns.

Contact Center Manager Server Programming APIs

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.

Enterprise Web Chat APIs

Starting in Release 7.1, Avaya Contact Center Select 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.

Email Open Interfaces

The Email Open Interfaces enable the development of custom Web services that can be called from the Contact Center Select Email Manager whenever an email is processed. The custom Web services can perform tasks such as manipulating the emails and modifying the rule routing options. The Email Open Interfaces package in the Email Manager dynamically creates a Web service client based on the WSDL of your Web service. A sample Web service and developer guide are available for download under the Downloads - Open Interfaces tab for the latest release of Contact Center Select.

CCT .Net API

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.

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