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Avaya Aura® Contact Center

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Release 6.4

Avaya Aura Contact Center Release 6.4 (Service Pack 12) was made generally available in March 2014, including updated CCT .Net, CCT Open Interfaces and CCMS Programming SDKs. Feature Pack 1 (Service Pack 13) was issued in June 2014, including an updated CCT .Net SDK. Feature Pack 2 (Service Pack 14) was issued in December 2014, including an updated CCT .Net SDK and CCMA Open Interface SDK. Service Pack 16 was issued in May 2016. This is NOT the latest Contact Center release; the latest release is recommended for new development.

API and SDK enhancements

To download the following new and updated developer resources, select the Downloads tab followed by the appropriate interface tab:

CCT .Net SDK

The CCT .Net SDK was updated and reissued with Release 6.4, again with Feature Packs 1 and 2. The FP2 issue was updated in July 2015 to deliver performance improvements associated with the loading of a high number of activity codes. The Communication Control Toolkit (CCT) Lite and Graphical APIs have been removed from the CCT .Net SDK: see Product Support Notice PSN004060.

Other new CCT .Net features in Release 6.4 include:

  • New "Call Join" feature.
  • Transfer/Conference capability improvements.
  • New API method to access Activity/NotReadyReason/AfterCallWork codes.
  • Improved Supervisor/Agent control via API.
  • New API method call enabling force disconnect from other CCT sessions.
  • New and updated contact types, also catering for Proactive Outreach Manager.

New CCT .Net features in Release 6.4 Feature Pack 1 include:

  • New ParticipationReason property on TerminalConnection objects.
    The ParticipationReason property has been added to the ITerminalConnection interface. The property is used to determine if the terminal connection is participating in a call in a special role. Most of these special roles are related to supervisor functions within a Contact Center operation. In addition, a change has been introduced to the behavior of the ITerminalConnection object used to model a supervisor's call leg when "barged in" on an agent's Contact Center contact. In previous releases, the terminal connection would have been in the Bridged state; starting in this release, it will be in the Active state and the ParticipationReason property will determine that it is modeling a "barged in" call leg. Code changes are optional.
  • New method to lookup Contact Center Code names.
    A new method, GetContactCenterCodeName, has been defined to enable Communication Control Toolkit clients to lookup the display name associated with any currently defined Contact Center Code. Code changes are optional.

New CCT .Net features in Release 6.4 Feature Pack 2 include:

  • Support for use with the Avaya Contact Center Select product.
  • New methods (CanObserveFrom and CanBargeInFrom have been added to the IContactCapabilities interface to support the ability to observe or barge-in on non-skillset contacts. The new IsMonitored property indicates whether any supervisors are currently observing or barged-in on the contact.
  • A new Call Join feature.
  • Transfer/Conference user experience improvements.
  • Retrieval of valid Activity, Not Ready Reason and After Call Work codes from the server.
  • Expanded supervisor control of agents.
  • A new method to determine if there are any other active Communication Control Toolkit sessions that are connected using the same user credentials as the current application.
  • Several additional contact types have been defined.
  • Improved support for multi-session applications.
  • More detail provided for agent login failures.

CCT SOAP- and REST-based Open Interfaces SDKs

The CCT SOAP- and REST-based Open Interfaces SDKs were updated and reissued with the initial 6.4 release. The REST SDK now includes a fully functional reference client. Both SDKs support the After Call Work (ACW) functionality described in PSN004065u. The SOAP SDK was reissued with Feature Pack 1 to include documentation enhancements, namely a new chapter and tutorial on SOA-OI Session Termination handling.

Contact Center Manager Server (CCMS) Programming APIs SDKs

The CCMS Real-time Data, Real-time Statistics Multicast and Host Data Exchange SDKs have been updated and reissued to support the After Call Work (ACW) functionality described in PSN004065u. The Real-time Data SDK was reissued in August 2014 (Release 6.4, version 1.1) to include Unicode library updates.

Contact Center Multimedia (CCMM) Web Communications SDK

Separate PHP and JSP editions of the SDK are now available. The PHP edition of the SDK now runs against XAMPP 1.8.3-4. The SDKs were reissued in September and January 2015 to resolve issues supporting certain non-English language characters in custom fields and Web Chat.

Contact Center Management Administration(CCMA) Open Interface SDK

The SDK was updated and reissued with Release 6.4 Feature Pack 2 to add support for the following properties on the UserDetails object: DNBargeInEnabled and DNObserveEnabled.

New Email Open Interfaces Sample Application

The new 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. A sample Web service and developer guide are available for download under the Downloads - Open Interfaces tab.

New Features in Release 6.4

The following new features were introduced in Avaya Aura Contact Center Release 6.4. Full details can be found in Chapter 2 of the Fundamentals and Planning guide, available under the Downloads - Product Overview tab:

  • Advanced screen pops.
  • After Call Work Item codes.
  • Agent Desktop log file and workflow collection.
  • Agent Desktop VMware Horizon View VDI support.
  • Avaya Media Server Zoning.
  • Call Join support, enabling agents to conference together two previously unrelated voice calls.
  • Extended email backlog capacity to 100,000 contacts.
  • Force Agent Logout and Change Agent State.
  • Hardware Appliance.
  • Improved Activity Codes.
  • Microsoft Lync Server IM messages.
  • Multimedia archive and purge.
  • Open Virtual Appliance deployments.
  • Phonebook enhancements.
  • Proactive Outreach Manager (POM) Release 3.0 integration provides agents with a single desktop experience for inbound and outbound contacts.
  • Prompt Management.
  • Reporting Source of Call Disconnect for SIP-enabled contact centers.
  • Secure RTP in Contact Center.
  • Security framework changes.
  • Shortcuts in Agent Desktop.
  • Social Networking contact type.

The following versions of SDKs and other developer resources should be used with the Avaya Aura Contact Center Release 6.4:

Contact Center Manager Server (CCMS) Open Interfaces

Contact Center Manager Administration (CCMA) Open Interfaces

Contact Center Multimedia (CCMM) Open Interfaces

Communication Control Toolkit (CCT) Open Interfaces

Email Open Interfaces

SIP Call Recording Interface

Please note that as of October 2015, the SIP Call Recording Interface is no longer available.

The following versions of SDKs and other developer resources should be used with the Avaya Aura Contact Center Release 6.4:

Real-time Data (RTD) API

Real-time Statistics Multicast (RSM) Interface

Host Data Exchange (HDX) API

ODBC drivers are available from InterSystems Cache.

To be able to use third-party headsets with Agent Desktop deployed in embedded softphone mode, the Headset Interface DLL must be registered on the client machine. To register the DLL, extract and install the MSI file below onto the client machine.