Avaya Aura Contact Center

Latest Release: 7.1.1 (October 2020)

Interfaces

DevConnect supports application development using the following Avaya Aura Contact Center interfaces:

Contact Center Manager Server (CCMS) Open Interfaces

The Avaya Aura Contact Center Manager Server (CCMS) provides two sets of Web services Open Interfaces, the Open Networking SOA Web services and the Open Queue SOA Web services. The Open Queue Web service enables client applications to queue contacts in the Contact Center. The Open Networking Web service enables client applications to transfer calls between different nodes in a network.

Contact Center Manager Server Programming APIs

The Contact Center Manager Server (CCMS) APIs include the RTD API, a Win32 C programming interface that supports the development of third-party status reporting applications; the RSM interface that uses IP multicast technology to provide basic call center status reporting capabilities to third-party applications; and the HDX API enables the exchange of data between CCMS and a client application.

Contact Center Manager Administration (CCMA) Open Interfaces

The CCMA Open Interface incorporates SOAP- and REST-based Web service interfaces that enable client applications to access a sub-set of the Contact Center management capabilities provided by CCMA.

Enterprise Web Chat APIs

Starting in Release 7.0, Avaya Aura Contact Center supports two options for implementing Web Chat solutions: the existing Contact Center Multimedia Web Communications Web services (which continue to be supported - see below); and the new Enterprise Web Chat (EWC) WebSocket and REST APIs. EWC supports the creation of secure, scalable and highly available next generation 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.

Contact Center Multimedia (CCMM) Open Interfaces

The Avaya Aura Contact Center Multimedia (CCMM) provides two sets of Web services Open Interfaces, the Agent SOA Web services and the Outbound SOA Web services. The Agent Web service enables client applications to access and manage email contacts received into monitored mailboxes, while the Outbound Web service enables client applications to access and manage existing outbound campaigns.

Contact Control Service Java and JavaScript SDK APIs

The Contact Control Service Java SDK incorporates a Java API, reference client, javadoc and developer guide; the JavaScript SDK incorporates the JavaScript API, API reference documentation and reference client. The SDKs support agent and supervisor contact control capabilities similar to those provided by the CCT Open Interfaces, plus outbound voice call control for solutions that integrate with Avaya Proactive Outreach Manager. Starting with 7.0.1, the Contact Control Service SDKs should be used in preference to the CCT Open Interfaces, except for solutions that include features, such as call recording, that are not yet supported by the SDKs. It is recommended that developers upgrade their solutions to use the Contact Control Service SDKs as soon as possible. The SDKs are available for download under the Downloads - Contact Control Service SDKs tab for the latest release of Avaya Aura Contact Center.

Contact Center Multimedia Web Communications Web Services

The CCMM Web Communications Web services enable client applications to integrate with a Contact Center Multimedia system. Clients can: add new customers and customer contacts to the CCMM database; read and maintain existing customer details; read customers' contact histories and details of individual contacts; create and maintain Web chat sessions; schedule callbacks from agents to customers.

Communication Control Toolkit (CCT) Open Interfaces

The Communication Control Toolkit (CCT) provides SOAP- and ReST-based Web services Open Interfaces. The CCT SOAP-based Open Interfaces are Web services hosted on the CCT Server that allow third-party applications to access the underlying contact control functionality provided by Avaya Aura Contact Center, using any run-time server software that supports SOA web services. The CCT REST-based Open Interfaces are also hosted on the CCT Server and provide a subset of the capabilities enabled by CCT SOAP-based Web services.

CCT .Net API

The CCT .Net API supports the complete contact control feature set. The API is suitable for complex client- and CCT server-based solutions, and provides support for multimedia and SIP-enabled Contact Center installations.

Avaya Orchestration Designer: Agent Assisted Experience Workflows and Scripts

When installed on a Contact Center Manager Administration client, Avaya Orchestration Designer can be used to create applications that define the steps a contact follows when it arrives at Avaya Aura Contact Center, as the front-end to an assisted experience management solution. These steps can include call treatments (such as music or ringback), call routing (such as skill-based routing), or interaction with the caller (entering account numbers).

Email Open Interfaces

The Email Open Interfaces enable the development of custom Web services that can be called from the Avaya Aura Contact Center Email Manager whenever an email is processed. The custom Web services can perform tasks such as manipulating the emails and modifying the rule routing options. The Email Open Interfaces package in the Email Manager dynamically creates a Web service client based on the WSDL of your Web service. A sample Web service and developer guide are available for download under the Downloads - Open Interfaces tab for the latest release of Avaya Aura Contact Center.

Meridian Link Services

The Meridian Link Services (MLS) protocol is supported by Avaya Aura Contact Center with CS 1000 only. MLS facilitates the functional integration of computer and PBX environments, and allows client applications developers to extend the functionality of contact centers. Use of MLS is granted only through license agreement and payment of an annual license fee.

Historical Reporting Database Interface

The Historical Reporting Database Interface may be used to query data from the Avaya Aura Contact Center Historical Reporting Database. To run custom reports or SQL queries from client computers, you must first install an InterSystems Caché database driver on the client computer. This InterSystems Caché driver is available directly from InterSystems via its database driver downloads. For additional details refer to the Avaya Aura Contact Center Performance Management document available for download on the Avaya Support website.

Headset Interface API

The Headset Interface API supports the development of headset applications that integrate with the Contact Center Release 6.3 or later Agent Desktop deployed in embedded softphone mode. Headset applications enable operations such as make call, answer call and hold call to be performed using controls on third-party headsets. Headset applications can control any type of headset, including Bluetooth and USB.