The Export Contacts to OpenQ sample applications uses SOA Open Interfaces to communicate with Contact Center Manager Server (CCMS). The OpenQ Open Interface is a web service running on a CCMS server that allows SOAP-over-HTTP based communication between third-party applications and NES Contact Center.
The application is a Microsoft Office Excel 2007 COM add-in which is graphically presented as a "Contact Center" ribbon with standard ribbon controls. The add-in allows the export data from an Excel worksheet to Contact Center. Once exported each element of the data (corresponding to an Excel row) forms an OpenQ type contact and is routed to a skillset supporting OpenQ contacts. Each cell in a row, except the cell providing a unique ID for a contact, is treated by the add-in as an element of intrinsic data to attach to a contact and then, eventually, to be processed by an agent.