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Avaya Aura® Contact Center

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Overview (Continued)

The following Avaya Aura Contact Center components provide application programming interfaces that developers can use to integrate their contact center-based solutions. For inoformation about the APIs associated with each component, go to Interfaces.

Contact Center Manager Server (CCMS):
CCMS is the core contact center component that provides the intelligent routing capability for voice and multimedia contacts to route contacts to the most appropriated agent. A rich scripting language supports multifaceted call routing and treatment decisions based on combinations of real-time conditions.

Contact Center Manager Administration (CCMA):
CCMA is a browser-based, thin client that allows users to access management and administration tools on CCMS. CCMA uses Internet Explorer to connect to the contact center management tools, reports and real-time displays.

Contact Center Multimedia (CCMM):
CCMM is a Microsoft Windows 2000 client/server multimedia contact center application that blends underlying e-mail, Web and telephony communications capabilities provided by CCMS. CCMM is a modular, software-only solution that can be implemented in stages. The modules are E-mail Manager with Click-to-Call, Multimedia Manager and Web Communications Manager.

Communication Control Toolkit (CCT):
CCT provides interfaces that facilitate the development of third-party applications that leverage underlying contact control features provided by Avaya Aura Contact Center. CCT comprises:

  • CCT server: provides CTI middleware, and hosts the CCT Open Interfaces (SOA Web services).
  • CCT .Net SDK: provides a.Net-based API and developer tools.
  • Open Interfaces CCT SDK.
  • Open Interfaces CCT REST SDK.

Release News

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Important Notes

Product Support Notice
Important Note: The Communication Control Toolkit (CCT) Lite and Graphical APIs have been removed from the CCT .NET SDK in release 6.4 and higher. For full details, see: Product Support Notice PSN004060

White Paper

Comparison of CCT .Net API and CCT Open Interfaces
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