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Proactive Contact

Remote Lab

The Proactive Contact remote lab configuration comprises:

  • Proactive Contact Release 5.1 in soft dialer mode (also known as CTI version).
  • Contact center infrastructure provided by:
    • Switch: Avaya Aura® Communication Manager
    • CTI: Avaya Aura® Application Enablement Services

Supported Capabilities

Event Service API Support

Members can test client applications that use the Event Service API to track the status of jobs, agents and calls, and to obtain real-time statistics. To perform Event Service API client testing:

  • The member submits a request to the Avaya DevConnect remote lab support team to start an outbound job in the remote lab, with two virtual agents logged into Proactive Contacts to automatically answer the outbound calls.
  • The member's client application connects to the remote lab and uses the Event Service API to monitor call, agent and job events, or to obtain real-time system, job, agent and phone line statistics.

Agent API Support

Members can test client applications that use the Agent API to perform tasks such as joining a job, releasing telephone lines, updating customer records and adjusting headset volumes.

Two agent logins and station extensions are configured in the remote lab. To perform Agent API client testing:

  • The member sets up one or two softphones in their lab and registers them with Communication Manager. DevConnect provides one-X® Communicator software to the member for this purpose.
  • The member submits a request to the Avaya DevConnect remote lab support team to start an outbound job in the remote lab.
  • The member's client application connects to the remote lab and uses the Agent API to to join the job, control calls and update customer records.

When using either API, a loop-backed PRI trunk is used to connect to an announcement destination that plays a continuous "hello" message, simulating called parties.

Important Note: Only those capabilities described above are supported, unless additional services are explicitly agreed with the Avaya DevConnect remote lab support team.

Accessing The Remote Lab

DevConnect Technology Partners and enhanced level Registered Members can request and purchase access to the Proactive Contact remote lab for three month periods, via the Procurement benefits option. Once a request is accepted, the member can access the remote lab at prearranged times during the three month period. Please note that the Proactive Contact remote lab is shared by multiple members and that access is coordinated by the Avaya DevConnect remote lab support team.

The Proactive Contact remote lab is accessed via a secure VPN connection that requires a VPN gateway or VPN client software in the member's lab.

Release News

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