The Agent Desktop APIs support the creation of custom desktop applications that enable agents to interact with Avaya Proactive Outreach Manager (POM) for agent-based campaigns. The agent can submit commands to POM via the desktop to, for example, hold, unhold, transfer and conference calls, create callbacks, get contact details, etc.; POM returns responses to the commands and can also send call notifications, agent state change notifications, etc. to the desktop.
Commands are submitted by invoking the methods of the
POMAgent class from the desktop. Responses and notifications are handled by implementing the
POMAgentHandlerInterface methods in the desktop.
The Agent Desktop interface is available either in the form of .NET APIs provided as Dynamic Link Libraries (DLLs) or via JAVA APIs. The APIs can be used to create agent desktop applications that are either:
- Thick clients, with a one-to-one connection to the POM server, or
- Thin clients, with a one-to-many connection from the POM server to the desktop through a proxy component, for browser-based deployments.