Overview

The Avaya Aura® Contact Center Manager Server (CCMS) provides two sets of Web services, know as Open Interfaces. These are the Open Networking SOA Web services and the Open Queue SOA Web services. This topic describes the CCMS Open Interfaces and their capabilities.

Open Networking Web Services

The Open Networking Open Interface is a SOA-modeled API that allows external applications to transfer calls between different nodes in a network.

This licensed Web service is hosted on the CCMS server and is an optional feature of a Contact Center installation. The Open Interface requires that UNE be enabled on the CCMS. The service can be optionally configured for secure access using SSL.

Customers authenticate themselves with the Web service using a default user and a configurable password. Once authenticated applications have the ability to:

• Reserve a landing pad and associate data with the call to be transferred.
• Cancel a landing pad on completion of contact transfer.

The Open Networking SDK provides detailed documentation, tutorials and reference clients to assist you develop communication enable applications using the Open Networking Open Interface. The SDK is available for download from the DevConnect Web portal - follow the link to the latest Avaya Aura Contact Center Release Contents topic under Related DevConnect Resources below.

Open Queue SOA Web Services

The Open Queue Open Interface is a SOA-modeled API that allows external applications to queue third-party contact types into the Contact Center to be routed to skilled, idle agents.

This licensed service is hosted on the CCMS server and is an optional feature of a Contact Center installation. The Open Interface can be optionally configured for secure access using SSL.

Customers authenticate themselves with the Web service using a default user and a configurable password. Once authenticated, applications have the ability to:

• Create an Open Queue contact with intrinsic data.
• Query Open Queue contacts created.
• Drop Open Queue contacts created.
• Listen for the status of a Contact Center Multimedia provider.

The Open Queue SDK, provides detailed documentation, tutorials and reference clients to help you develop communication enable applications using the Open Queue Open Interface. The SDK is available for download in releases section.