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Interaction Center Client SDK APIs

Overview

The Avaya Interaction Center Client Software Development Kit (Client SDK) is a client-side toolkit that can used to:

  • Develop custom agent desktop applications that can access core Interaction Center functionality.
  • Upgrade existing custom agent desktop applications to access the core Interaction Center functionality.
  • Allow third-party agent frameworks or applications to work with Interaction Center.
  • Integrate custom applications or custom code on clients or on servers.

The Client SDK includes client components and the Client SDK Server that can be used for client-side or server-side integration, as required. The Client SDK client components include:

  • Client API: exposes Interaction Center agent functionality, plus advanced routing and work delivery capabilities, that can be used to develop custom agent desktop applications. The SDK includes .NET and Java libraries for custom application development.
  • Hierarchical Data Store (HDS) API: HDS is a client-side data repository or cache for event data received from the Client SDK Server. This cache reduces the number of calls that custom applications need to make to the server. The HDS API allows client applications to obtain diagnostic information from the Hierarchical Data Store. This diagnostic information provides a snapshot of data of all the objects in the Client API that are cached in the HDS. The data may be used to diagnose errors in custom applications.
  • SDK Client Framework: provides the infrastructure for the Client API classes, includings events, interface with communication layers, and error handling. The SDK client framework can also access data through the Hierarchical Data Store.
  • Custom Application: a sample custom application that can be hosted on a a client or server machine.

Client API

The Client API enbales the development of custom agent desktop applications that can:

  • Save valuable screen real estate. The agent desktop does not need to display an Avaya IC agent application.
  • Minimize functionality to only those features required for a specific implementation. The custom application does not have to include features that are not required for an agent in the contact center.
  • Provide a means to integrate Interaction Center features into existing or third party applications.

The Client API includes an application-level protocol that hides communication and session management and provides interfaces that are meaningful to custom applications. Avaya designed the Client API to support future Avaya IC enhancements.

  • Supported technologies
    • .NET and Java libraries for custom application development.
    • Works with NAT, firewalls, and proxy servers.
  • Security - The Client SDK supports the following security:
    • Secure Socket Layer (SSL) for synchronous communication
    • Advanced Encryption Standard (AES) for asynchronous communication
  • Supported integrations
    • The Client SDK supports server-side and client-side integrations with an Avaya IC core system.
  • Supported scalability - The Client SDK provides the following support for scalability:
    • Up to 500 agents per Client SDK server
    • Clustered deployment option for multiple Client SDK servers
  • Support for internationalization - The Client SDK provides internationalization support for custom applications in languages other than US English.

HDS API

The Client SDK includes the HDS API, which can provide a snapshot of the Hierarchical Data Store. You can use this snapshot information to debug issues and view the state of a sample client or custom application at any given point.

Viewing Diagnostic Information in the Sample Clients
You can use the Diagnostic Viewer to view the HDS diagnostic information in the sample clients. The user interface of the Diagnostic Viewer in the .NET sample client is not exactly the same as that of the Java sample client. However, both versions provide the same view of the folders and their contents.

Data elements in the Diagnostic Viewer
The Diagnostic Viewer displays the values returned by the DumpDiagnosticInfo method.

Changed elements in the Diagnostic Viewer
Changes to the structure of data elements in the Diagnostic Viewer and the relationships between the elements correlate:

  • Changes in the Hierarchical Data Store
  • Events that derive from the Client API

Using the HDS diagnostic information to identify problems
You can use the diagnostic API to obtain a snapshot of the HDS at any given point in time and display the snapshot information in a user interface or log file for debugging purposes.

The Diagnostic Viewer in the sample clients is an example of how to display and view HDS diagnostic information. For example, with the Diagnostic Viewer in the sample clients you can:

  • View the data in the Hierarchical Data Store.
  • Determine whether messages arrived and related events were fired as expected.

If one or more of these messages do not arrive in the Client SDK client, the Hierarchical Data Store is not updated. This problem usually indicates that there is an issue with the Client SDK client framework or the Hierarchical Data Store.

If the Hierarchical Data Store was updated but an event triggered by that update did not fire, this problem usually indicates one of the following issues:

  • The Hierarchical Data Store did not notify the Client SDK client framework of the change in data.
  • The Client SDK client framework did not implement the firing of the event.
  • A problem in the Client SDK client framework caused the event not to fire.

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