The EMC Desktop application programming interface facilitates the development of custom desktop applications that can be used by contact center agents to receive and respond to customer voice calls, emails, instant messages, text messages and Web chat sessions. The API supports the same set of capabilities as the native EMC Desktop. The API methods are exposed via Microsoft dynamic-link libraries (DLLs). For details information about the API, see the Avaya Elite Multichannel - Software Development Kit guide, which is available for download under Releases, then select EMC Desktop API under the Downloads tab.

EMC SDK

The EMC SDK comprises the following resources to help developers create custom desktop applications using the EMC Desktop API:

• EMC Developer installer. EMC Developer is primarily a collection of .Net assemblies (DLLs). EMC Developer comprises the following components:
  • XML Client
  • Multimedia common libraries
  • Plug-in common libraries
  • Error logging
• EMC Desktop installer, which installs additionally required DLLs and the Media Proxy Service.
• Sample applications, demonstrating:
  • Agent login
  • Voice call handlings
  • Email handling
  • SMS handling
  • Web chat handling
• Developer and API documentation.

To access EMC SDK resources on the DevConnect portal, go to Releases and select EMC Desktop API under the Downloads tab.

To develop applications using EMC Developer APIs, the EMC Desktop and EMC Developer must be installed on a client machine with a Microsoft development environment, such as Visual Basic or Visual C#. For detailed installation instructions and requirements, see the chapter on Installing developer components in the Installing Avaya Elite Multichannel guide, also available for download from the DevConnect portal.