Starting in Avaya Aura Contact Center Release 7.0 and Avaya Contact Center Select (CCS) Release 7.1, two options for implementing Web Chat solutions are supported: the pre-existing Contact Center Multimedia Web Communications Web services (which continue to be supported); and the Enterprise Web Chat (EWC) WebSocket and REST APIs.
EWC supports the creation of secure, scalable and highly available web chat solutions. Developers can create customized agent/supervisor desktop applications and customer facing user interfaces using EWC's Agent Desktop API and Web User Interface API, respectively. The APIs support a rich set of agent, supervisor and customer features, including in-chat behaviors, wait treatments, transcript management, supervisor observe, supervisor barge-in, etc.
EWC uses an embedded XMPP server to host web chat conversations within AACC and CCS. Customer and agent controllers are used to request chat sessions and pass messages into the appropriate chat rooms. Transcripts are kept of each web chat and persisted in the AACC or CCS database. Comfort and on hold messages can be displayed to the customer when the agent is slow to react to new chats. In addition, supervisors are granted the ability to observe agents' web chat conversations and barge in if desired. These actions are guided by intrinsic data, such as number of messages sent, time since last message, number of unanswered messages etc. EWC contacts can be monitored via AACC or CCS real-time and historical reporting.
For detailed information about the capabilities and use of the Agent desktop and Web User Interface APIs, see the programming guide included in the EWC SDK.
The EWC SDK is available for download under Releases - Downloads tab.
The SDK comprises:
- Enterprise Web Chat programming documentation.
- Reference Custom Agent Desktop, including source code and a binary version that you can run to test your own custom solution.
- Reference Web User Interface, including source code.
- Custom Filter Messages sample application, which demonstrates how to filter sensitive customer information.