- CCMA Open Interfaces
- CCMM Open Interfaces
- CCMM Web Communications
- CCMS Open Interfaces
- CCMS Programming APIs
- CCT .NET APIs
- CCT Open Interfaces
- Enterprise Web Chat
- Meridian Link Services
Sample Applications & Tutorials
- Add Contact to Outbound Campaign
- Agent Provisioning Web Services
- Back-end Avaya Aura Experience Portal and SIP-enabled AACC Solution
- Back-end Avaya Aura Experience Portal using Context Creation
- CCMA Web Services Client
- Customizing the Multimedia Web Chat Reference Implementation
- Export Contacts to OpenQ
- Front-end Avaya Aura Experience Portal and AACC Web Service Open Interfaces Solution
- Front-end Avaya Aura Experience Portal and SIP-enabled AACC Solution
- Soft Phone Attached Data
- Training Course
- Sample Applications & Tutorials
- Development Tools & Configurations
- Compliance Testing
DevConnect supports application development using the following Avaya Aura Contact Center interfaces:
Contact Center Manager Server (CCMS) Open Interfaces
Open Queue Web service
The Open Queue Web service enables client applications to queue contacts in the Contact Center.
Open Networking Web service
The Open Networking Web service enables client applications to transfer calls between different nodes in a network.
Contact Center Manager Administration (CCMA) Open Interfaces
CCMA Open Interface Web service
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.
Contact Center Multimedia (CCMM) Open Interfaces
Agent Web service
The CCMM Agent Web service enables client applications to access and manage e-mail contacts received into monitored mailboxes.
Outbound Web service
The CCMM Outbound Web service enables client applications to access and manage existing outbound campaigns.
Communication Control Toolkit (CCT) Open Interfaces
CCT SOAP-based Web services
The CCT Web services provide a SOA-modelled API, with two levels of abstraction: Full and Lite. The Full abstraction provides similar capabilities to the CCT .Net SDK API, described below. The Lite abstraction supports a smaller feature set for simple client- and CCT server-based solutions.
CCT REST-based Web services
The CCT REST Web services complement the SOAP-based CCT Web services, providing a subset of their functionality.
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.
Contact Center Manager Server Programming APIs
Real-time Data (RTD) API
The RTD API is a Win32 C programming interface that supports the development of third-party status reporting applications, such as readerboard displays and agent desktop applications. The API enables client applications to obtain real-time statistics from CCMS.
Real-time Statistics Multicast (RSM) Interface
The RSM interface uses IP multicast technology to provide basic call center status reporting capabilities to third-party applications. Unlike the RTD API, the RSM API supports clients on non-Windows platforms.
Host Data Exchange (HDX) API
The HDX API enables the exchange of data between CCMS and a client application, thereby allowing the application to implement contact center services.
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 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.
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 Aura Orchestration Designer: Agent Assisted Experience Workflows and Scripts
When installed on a Contact Center Manager Administration client, Avaya Aura 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). For more information, the Orchestration Designer software download and developer documentation, see:
Avaya Aura Orchestration Designer
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.
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.