Hi, we have developed an application to call monitor real-time events on skills and agents. Do the DMCC APIs work with Avaya Aura Call Center Elite Multichannel also? Are there any differences or incompatibilities?

For example, for each agent/skill we do:

1. Get the Device ID. dev.GetDeviceId
2. Start a monitor on the phone. monExt.Device.getPhone.StartMonitor
3. Start a monitor on the phone’s media. monExt.Device.getPhone.getMedia.StartMonitor
4. Start a monitor on the call controller. serviceProvider.getThirdPartyCallController.StartMonitor
5. On the call controller, get the ACD Split. serviceProvider.getThirdPartyCallController.GetAcdSplit
6. Get the Physical Device. serviceProvider.GetPhysicalDeviceName
7. On the call controller, get the Agent Login. serviceProvider.getThirdPartyCallController.GetAgentLogin
8. On the call controller, get the Agent State. serviceProvider.getThirdPartyCallController.GetAgentState
9. For “station” devices, get a device snapshot on the call controller. serviceProvider.getThirdPartyCallController.SnapshotDevice


Thanks
-steve

yes, but... you will not get all the data associated with non-voice contacts that you might like to see (you will get what Communication Manager has). Non voice contacts are handled as 'phantom' calls in Communication Manager, and these calls are lacking in certain content. While the norm is to direct voice to VSN 1001, chat to VDN 1002, and email to VDN 1003 etc, there is nothing else that for example associates a specific chat to a specific phantom call.

I can't respond to an open ended question such differences and incompatibilities beyond stating that since the non-voice contacts are phantom calls the content of the messaging isn't the same as a end user calling into the contact center.