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Contact Center Multimedia Open Interfaces

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Overview

Avaya Aura® Contact Center Multimedia (CCMM) provides two sets of Web services, known as Open Interfaces: the CCMM Agent SOA Web services and the CCMM Outbound SOA Web services. Avaya Aura Contact Center Select provides the CCMM Outbound SOA Web services only. This topic describes the CCMM Open Interfaces and their capabilities.

Agent Web Services

The Agent Open Interface is a SOA-modeled API hosted on CCMM. The Web services allow third-party applications to access e-mail contacts received into monitored mailboxes and route them to third-party desktops, from where they can be accessed by agents. To be able to use the Agent Web services, each agent must be assigned to an e-mail skillset. In addition, each agent consumes a multimedia license.

The Web services provide methods that allow client applications to:

  • Log agents into CCMM
  • Log agents out of CCMM
  • Read e-mails, based on an ID which is available via Contact Center Toolkit
  • Reply to or forward e-mails to open contacts, with or without attachments
  • Originate new e-mails, and associated e-mail contacts, with or without attachments
  • Get a list of closed e-mail contact Reason Codes
  • Get a list of agent skillsets
  • Close an open e-mail contact
  • Get a list of all agents
  • Get a list of all logged in agents
  • Transfer a contact to an agent or skillset
The methods used by the client to access this functionality are provided by the following Agent Web services:
  • AgentContactWS
  • AgentEmailWS
  • AgentUtilityWS
  • AgentTransferWS

Outbound Web Services

The Outbound Open Interface is a SOA-modeled API hosted on CCMM. The Web services provide methods that allow third-party applications to:

  • Log in to, and subsequently log out of, CCMM
  • Get a list of active campaigns
  • Get a list of contacts for a specified campaign
  • Get a contact based on their telephone number and campaign ID
  • Get the status of a contact
  • Add contacts to a selected campaign
  • Close contacts previously added to a campaign
The methods used by the client to access this functionality are provided by the following Outbound Web services:
  • OutboundCampaignWS
  • OutboundContactWS
  • OutboundUtilityWS