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Avaya Aura® Contact Center

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Release 7.0

Avaya Aura® Contact Center Release 7.0 was made generally available in December 2015; Feature Pack 1 (Release 7.0.1.0) was issued in December 2016; Feature Pack 2 (Release 7.0.2.0) was issued in November 2017. Avaya Aura Contact Center Release 7.0 Feature Pack 3 (Release 7.0.3.0) was issued in August 2018. This is the latest release of Avaya Aura Contact Center and is recommended for new development.

Important Note: The Avaya Aura Contact Center (CC) SDKs must not be installed on CC servers, as they may cause the servers' configurations to become irretrievably corrupted.

What's New in Release 7.0 Feature Pack 3

APIs and SDKs

The following APIs, and associated SDKs, have been added or enhanced in Avaya Aura Contact Center 7.0.2:

  • CCMS Programming APIs: The RTD, RSM and HDX SDKs have been updated and reissued.

Product Features

Avaya Aura Contact Center Release 7.0.3 includes the following new and enhanced features. Detailed information about what's new in the release can be found in Chapter 2 of the Overview and Specification guide, available for download under the Downloads - Product Overview tab:

  • Ability to store email attachments in the database
  • Addition of Contact Center database encryption using Security Manager
  • Ability to act on privacy requests from contact center customers
  • Addition of GET, POST, PUT, or DELETE request methods in Contact Center REST API
  • Security Manager support for chained certificates
  • Ability to apply a restriction flag to a customer using Agent Desktop
  • Support for Avaya Aura® Unified Communications Release 6.x discontinued
  • Supports backwards compatibility with the previous Feature Pack or Service Pack version of Agent Desktop

What's New in Release 7.0 Feature Pack 2

APIs and SDKs

The following APIs, and associated SDKs, have been added or enhanced in Avaya Aura Contact Center 7.0.2:

  • Contact Control Service Java SDK has been reissued. A new Profile has been added for server applications that require control of multiple Contact Center Users within a ClientI instance. No changes were made to the existing interfaces. The JDK version for compilation of the Contact Control Service SDK API and Reference Client has been up-issued to line up with the Java version installed on the Contact Center server in the 7.0.2.0 release.
  • CCT Open Interfaces SOAP SDK has been reissued. There have been no changes to the CCT Open Interfaces web services in this release. The third-party libraries used have been updated, most importantly Apache CXF. This release of the SDK contains a newly built version of the Reference Client using the updated libraries.
  • Enterprise Web Chat (EWC) SDK has been updated and reissued.

Product Features

Avaya Aura Contact Center Release 7.0.2 includes the following new and enhanced features. Detailed information about what's new in the release can be found in Chapter 2 of the Overview and Specification guide, available for download under the Downloads - Product Overview tab:

  • Agent Desktop integrated login
  • Addition of agent skillset assignment guardrails
  • Supports integration with Proactive Outreach Manager 3.0.5 and 3.1
  • Increased CCMM customer contact ratio to 1:1000
  • Ability to create and use an offline security store
  • Supports using remote desktop services to host and publish Agent Desktop
  • Default security configuration removed, enabling the use of the Ignition Wizard during installation VMware 6.5 support
  • Interoperability with Avaya Snap-ins: Call Park and Page, Real-time Speech, Smart Caller ID Inbound and Outbound, and WebRTC

What's New in Release 7.0 Feature Pack 1

APIs and SDKs

The following APIs, and associated SDKs, have been added or enhanced in Avaya Aura Contact Center 7.0.1:

  • New Contact Control Service Java and JavaScript SDKs: The SDKs provide APIs that support agent and supervisor inbound contact control, plus outbound voice call control for solutions that integrate with Avaya Proactive Outreach Manager. The 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. Starting with this release, 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. Avaya cannot guaranteed to enhance or continue to support the CCT Open Interfaces in future releases of AACC. Developers are advised to upgrade their solutions to use the Contact Control Service SDKs as soon as possible. Get more detailed information about the APIs, and download the SDKs, under the Downloads - Contact Control Service SDKs tab.
  • CCT .Net SDK has been reissued. There are no changes to functionally or the DLLs, and therefore no requirement to recomplile existing clients built against the 7.0 release of the SDK.
  • Enterprise Web Chat (EWC) SDK: has been updated and reissued to add support for EWC on Avaya Agent Desktop.
  • CCMS Programming APIs: The RTD, RSM and HDX SDKs have been updated and reissued.

Product Features

Avaya Aura Contact Center Release 7.0.1 includes the following new and enhanced features. Detailed information about what's new in the release can be found in Chapter 2 of the Overview and Specification guide, available for download under the Downloads - Product Overview tab:

  • Ability to run Avaya one-X® Communicator concurrently with Avaya Agent Desktop.
  • Agent Desktop integration with Enterprise Web Chat.
  • Implements Transport Layer Security version 1.2 by default
  • Supports integration with Proactive Outreach Manager 3.0.4, inlcuding in in HA and NCC solutions.
  • Instant Messaging feature supports Microsoft Skype for Business 2015
  • Supervisors can change prompts with new Announcement Recorder
  • VMware 6.0 support.
  • SIP-enabled Contact Centers extend the Supervisor Observe feature to include Whisper Coaching.

What's New in Release 7.0

APIs and SDKs

The following APIs, and associated SDKs, have been added or enhanced in Avaya Aura Contact Center 7.0:

  • Enterprise Web Chat (EWC): 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); 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. For more information, see the Enterprise Web Chat Interfaces Overview page and the programming guide included in the EWC SDK download.
  • CCMS Open Networking and Open Queue: The SDKs have been reissued with updated documentation. The SDKs were reissued again in June 2016, with additional documentation updates.
  • CCT Open Interfaces: The SOA and REST versions of the SDK have been reissued with updated documentation.
  • CCT .Net: The SDK has been updated to .Net 4.5, AACC SIP is no longer supported with CS 1000 SIP, and the API has been enhanced to enable applications can check when they were last connected and to provide an internal ID for the IContact, IConnection and ITerminalConnection objects.
  • CCMA Open Interfaces: The SDK has been reissued with updated documentation. The SDK was reissued again in June 2016, with additional documentation updates.
  • CCMM Agent Web service: The Agent Web Services API now includes methods for sending message body in HTML or text format.
  • CCMM Outbound Web service: The SDK has been reissued with updated documentation.
  • CCMM Web Communications Web services: The JSP and PHP versions of the SDK have been updated to take advantage of Release 7.0 security enhancements.

Product Features

Avaya Aura Contact Center Release 7.0 includes the following new and enhanced features. Detailed information about what's new in the release can be found in Chapter 2 of the Overview and Specification guide, available for download under the Downloads - Product Overview tab:

  • The Agent Desktop interoperates with the Avaya Co-Browsing Snap-in.
  • Avaya Aura Contact Center can be configured to automatically insert a leading digit before dialing numbers using the Agent Desktop Phonebook.
  • The new Ignition Wizard utility can be run after installation of Avaya Aura Contact Center to configure the initial networking, locale, administration and licensing solution details.
  • Avaya Aura Contact Center can be integrated with the Avaya Callback Assist.
  • The new Agent Browser application enables agents to log on to Contact Center and perform basic tasks.
  • Contact Center Manager Administration (CCMA) stores information in a Caché database.
  • Microsoft SQL Server Reporting Services (SSRS) replaces Crystal Reports as the historical reporting presentation engine.

Release Information

Product Overview Information

The following versions of SDKs and other developer resources should be used with the Avaya Aura Contact Center Release 7.0.x:

The following versions of SDKs and other developer resources should be used with the Avaya Aura Contact Center Release 7.0.x:

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

The following versions of SDKs and other developer resources should be used with the Avaya Aura Contact Center Release 7.0.x:

Real-time Data (RTD) API

Real-time Statistics Multicast (RSM) Interface

Host Data Exchange (HDX) API

Windows and UNIX 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.