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Avaya Aura® Call Center Elite Multichannel


DevConnect supports application development using the following Avaya Aura® Call Center Elite Multichannel (EMC) interfaces:

EMC Desktop API

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 Aura Call Center Elite Multichannel - Software Development Kit guide, which is available for download under Releases, then select the Downloads -> EMC Desktop API tabs.


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 handling
    • 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 the Downloads -> EMC Desktop API tabs.

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 Aura Call Center Elite Multichannel guide, also available for download from the DevConnect portal.

CSPortal WebAPI

The CSPortal WebAPI is a JavaScript SDK API that is used to build and customize Web-based collaboration clients for Call Center Elite and other Avaya contact center platforms. In particular, the API can be used to build clients that support proactive chat in multiple tabs, and that embed the chat window within a Web page. Chat clients can run in multiple browsers on multiple platforms, including Windows, MacOS, Android and iOS. A sample chat client implementation is provided with the Call Center Elite Multichannel product.

For detailed information about the API see the CSPortal WebAPI Developer's Guide, which is available for download under Releases -> Downloads -> CSPortal WebAPI for the release of Call Center Elite Multichannel you are using.

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