Overview

Meridian Link Services (MLS) is a proprietary protocol that enables third-party application developers to extend the functionality of applications, particularly in call center environments.

MLS is exported as part of Avaya Aura Contact Center and Avaya NES Contact Center, and is used by host applications to access the functionality of the Contact Center Manager Server (CCMS) and Communication Server 1000 or Meridian 1 PBX switch.

Use of MLS is granted only through license agreement and payment of an annual license fee. To obtain MLS licenses, member companies are required to complete a questionnaire, providing information that allows DevConnect to evaluate the company as a potential licensee. If approved, DevConnect will provide the member with a license agreement, fee terms and procurement instructions.

Members interested in developing or porting solutuions to MLS should complete the PDF questionnaire below using the Adobe Acrobat Typewriter Tool, and attach it to a Membership & Program Support ticket.

Go to the Support page for answers to MLS licensing proces questions.

Meridian Link Services Capabilities

The following Meridian Link Services allow applications to access almost all the messages supported by the AM Base Meridian Link:

• Inbound call management gives the application access to the following messages: FlowControl, InvalidMessageReceived, all the Association Service messages, and all the Basic Call Management messages except MakeCall.
• Outbound call management gives the application access to the following messages: FlowControl, InvalidMessageReceived, all the Association Service messages, and all the Basic Call Management messages except CallOffered.
• Host-enhanced routing gives the application access to the following messages: RouteRequest, RouteCall, GiveRingback, GiveSilence, and GiveMusic. These messages let a hostbased application influence the call treatment of an incoming call.
• Host-enhanced voice processing gives the application access to the following messages: OpenVoiceFile, CloseVoiceFile, LogOnMailbox, LogOffMailbox, PlayVoice, CollectDigits, and their respective responses, EndPlay, and EndCollectDigits. These messages let applications access voice services from Meridian Mail.
• Multi-DN call recording needs to be enabled in CCMS License Manager with the license identifier LM_MLSM_DN_REG. This service identifies the host application as a Call Recorder and allows it to register for devices even if they are not associated on the switch. The number of non-associated devices which can be registered is determined by a separate CCMS license. After a host application registers this service with MLSM, MLSM sends all existing asynchronous or unsolicited messages to the host application. The host application can send a request for only the following types of request messages: Registration, Release, MachineStatus, StartRecord, StopRecord and UpdateLampStatus.