Hello,

we successfuly write standalone agent application which handles Voice and Email (CCT + CCMM Agent Web services) Contacts.

Now we want to handle chat contacts as well.

We did not find any documentation regarding this.
Is there any API which allows that?

Thanks for help

Regards
Michal

Hello,
The CCMM Web Communications SDK is used to program Chat interaction on the customer side.
The Agent side of a Chat conversation is only supported when AAAD (Avaya Aura Agent Desktop) is used by the agent.
So, you can use the CCMM Web communication SDK to customize the web page format and functionality available to the end user (customer), but the AACC agent must use AAAD.
John

Hello,

In CCMM Web Comm SDK (WebCommunicationsSDK_ReferenceImplementation_6_2.zip) You can find web services that support programming Agent side of Chat:
It is called:
http://CCMM_SERVER/ccmmwebservices/CIWebCommsWs.asmx


Thare is even example how to exchange chat messages:


send_message.php
Sent
POST /ccmmwebservices/CIWebCommsWs.asmx HTTP/1.1
Host: 47.166.106.96
Content-Type: text/xml; charset=utf-8
Content-Length: length
SOAPAction: "http://webservices.ci.ccmm.applications.nortel.com/WriteChatMessage"

<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
<soap:Body>
<WriteChatMessage xmlns="http://webservices.ci.ccmm.applications.nortel.com">
<contactID>long</contactID>
<message>string</message>
<hiddenMessage>string</hiddenMessage>
<chatMessageType>Chat_Message_from_Customer or Chat_Message_from_Agent or Page_Pushed_by_Customer or Page_Pushed_by_Agent or Form_Shared_by_Customer or Form_Shared_by_Agent or CallMe_Request_from_Customer or Page_Previewed_by_Customer or Page_Previewed_by_Agent or Session_Disconnected_by_Customer or Session_Disconnected_by_Agent or Private_Chat_Message_between_Agents or Comfort_Message</chatMessageType>
<sessionKey>string</sessionKey>
</WriteChatMessage>
</soap:Body>
</soap:Envelope>

Response
HTTP/1.1 200 OK
Content-Type: text/xml; charset=utf-8
Content-Length: length

<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
<soap:Body>
<WriteChatMessageResponse xmlns="http://webservices.ci.ccmm.applications.nortel.com">
<WriteChatMessageResult>long</WriteChatMessageResult>
</WriteChatMessageResponse>
</soap:Body>
</soap:Envelope>



So based on this I assume that it is possible to handle chat contacts in custom Agent app.

Regards
Michal

Hello,
Avaya will only support AAAD for an agent to handle WebChat.
AAAD also implements additional proprietary web services which also interact with AACC.
John