Professional Documents
Culture Documents
Seamus Hayes
Agenda
Introduction CCT Explained, (including demonstration) Thinking about SOA and Web Services Overview of Open Interfaces Demonstrations Where to find more info What APS can offer
Introduction
Avaya Aura Contact Center provides a number of different APIs to support 3rd party integration: CTI Communications Control Toolkit Real Time APIs Agent / Supervisor Administration ODBC connections for Historical Data Numerous web services to enhance and expand multimedia contact handling 3rd party contact integration
Session represents the client application view of resources managed by CCT server based on clients credentials
2010 Avaya Inc. All rights reserved.
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Cxn Addr
Alice@mymail.com
Connection represents an association between a Contact and an Address Contact models a communication session Examples: telephone call, instant
message session, video call
2010 Avaya Inc. All rights reserved.
Terminal - represents a physical connection endpoint (including software applications) Examples: telephone set,
SIP softphone, email client
Addr
Alice@mymail.com
1234@host.com
TrmCxn
Trm
Bob@cc.avaya.com
5555@cc.avaya.com
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How do you get the best value from your Contact Center?
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NOTE: All of the existing legacy APIs will continue to be supported with Avaya Aura Contact Center
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Contact Center integration no longer limited to Operating System, Device or Media Channel 17
2010 Avaya Inc. All rights reserved.
Open Networking
AACC OQ
Campaign Management
Open Interfaces
Open Queue
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Asynchronous events to be pushed to clients Supports using a Web Service Notification Standard (WS-Notification).
2010 Avaya Inc. All rights reserved.
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Call and associated data transferred to Contact Center using web service call
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WCM features:
Submit Text Chat Request Immediate Telephone Callback Request Scheduled Telephone Callback Submit HTML form via email
2010 Avaya Inc. All rights reserved.
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Support Versions Voice Portal: VP 5.0, VP5.1 Dialog Designer: DD 5.0, DD5.1
AACC 6.1 support front end VP integration.
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Open Queue must also be enabled Support Call Attached Data Configure Open Queue on both CCT and CCMS Create CDN Landing Pads CCMA Configuration
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The web service will enable a Third Party application to perform the transfer of a call between different nodes in a network with all data associated with the call being preserved
SDK Information http:// <CCMS
hostName>:9080/SOAOI/services/OpenNetworking?wsdl
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AVP landing pad application configuration The Landing pad DD application is deployed on the associated application server. Various application system configuration parameters can be configured in the file config.properties file. DestinationCDN is the final DN resource to which the call ends up e.g. CDN, ACD queue URL contains the IP address of the landing pad CCMS Call attached data is configurable using the CAD and key value variables in landing pad application. XFER determines the call transfer type e.g. blind, bridge or consult
2010 Avaya Inc. All rights reserved.
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All Web Service SDKs are available to Dev Connect members. Sample applications are also available on the Dev Connect site.
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