AACC Application Development and Integration Capabilities

Avaya Aura Contact CenterApplication Development and Integration CapabilitiesSeamus Hayes

© 2010 Avaya Inc. All rights reserved. 2

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

© 2010 Avaya Inc. All rights reserved.

Introduction

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Avaya Aura Contact Center provides a number of different API’s to support 3rd party integration: CTI – Communications Control Toolkit Real Time API’s Agent / Supervisor Administration ODBC connections for Historical Data Numerous web services to enhance and expand

multimedia contact handling 3rd party contact integration

© 2010 Avaya Inc. All rights reserved. 44© 2010 Avaya Inc. All rights reserved. 4© 2010 Avaya Inc. All rights reserved.

Communication Control Toolkit SDK



Control of voice & multimedia contacts

control of terminals & agents

CCT is a Communications Control API implemented in .NET

Each API has working reference client with source code provided in SDK

Three levels of API abstraction: full, lite and graphical

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Session – represents the client application view of resources managed by CCT server based on client’s credentials

CCT SDK Allows applications to log in their configured agents Toolkit – represents the

client application connection to the remote CCT server

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Applications can query active calls and register for events

Address – represents a logical communication end-point– Examples: telephone number,

email address, SIP URL

Connection – represents an association between a Contact and an Address

Contact – models a communication session– Examples: telephone call, instant

message session, video call

Call

Cxn

Addr

Cxn

Addr

[email protected]

[email protected]

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3rd developers can customize their agent desktops

Terminal - represents a physical connection endpoint (including software applications)– Examples: telephone set,

SIP softphone, email client

TerminalConnection – represents the relationship between a Terminal and a Connection

Call

TrmCxnCxn

Addr

Trm

TrmCxnCxn

Addr

Trm

[email protected] [email protected]

[email protected] [email protected]

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CCT .NET SDK Demonstration


Thinking about SOA and Web Services


How do you get the best value from your Contact Center?


Getting the most out of your Contact Center

Integration of core the Contact Center to key business systems:– Call Recording and Quality Monitoring Solutions

– Work Force Management Systems

– Historical Data Archives

– Wall boards

– CRM / ERP Systems

– Agent Desktop Clients

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How were these integrations achieved up to now?


Traditional Contact Center API’s

CTI Protocols

Real time API’s

Historical Data API’s

Propriety Event Feeds

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NOTE: All of the existing legacy API’s will continue to be supported with Avaya Aura Contact Center


Introducing Web Services and SOA


SOA Open Interfaces

SOA is an architectural style whose goal is to achieve loose coupling among interacting software agents

SOA services have self-describing interfaces in platform-independent XML documents. Web Services Description Language (WSDL) is the standard used to describe the services.

What is SOA?


Opening the door to integration

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Contact Center integration no longer limited to Operating System, Device or Media Channel


Avaya Aura Contact Center- Available Web Services

AACC

Open Interfaces

Web Communication

User Provisioning

Host Data Exchange

Email Handling

“CTI” Desktop Integration

Campaign Management

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Open Queue

OQ

Open Networking


Open Interfaces CCT

This provides a cross-platform, technology independent, lightweight SDK for integrating desktop and Enterprise applications with the Contact Center.

Asynchronous events to be pushed to clients Supports using a Web Service Notification Standard (WS-Notification).

CCT Features available as web services


Open Interfaces CCMM Agent

Avaya Aura Contact Center delivers web services to assist in the processing of Email Contacts received into monitored mailboxes.

Applications will be able to– Read Email Contacts

– Reply to and Forward email contacts

Ability to access the CCMM database to retrieve E-Mail


Open Interfaces CCMM Outbound

Avaya Aura Contact Center provides an open interface for integrating 3rd Party applications with Outbound Campaigns.

This includes the ability to– to add contacts to an existing

campaign

– close contacts already created as part of a campaign

Can query and modify existing campaigns.


Open Interfaces CCMA

Avaya Aura Contact Center supports User provisioning via a web-service interface – e.g. supporting Enterprise workflow which automatically pushes user data into all enterprise applications.

This includes the ability to

– add agents/supervisors

– query agents/supervisors

– Add/Query skillsets

–Manage agent to skillset assignments

User provisioning through SOAP or REST web services.


Open Interfaces Open Queue

Avaya Aura Contact Center supports the queuing of third-party contact-types.

Ability to queue custom contact-types.

These Contact types can be as diversified as CRM Records Issue Tracking System Virtual World Postal Mail


Open Interfaces Open Networking

Avaya Aura Contact Center exposes a Universal Networking feature allowing 3rd party applications to transfer calls and data into CC without using traditional CTI methods

Transfer call attached data without using CTI.

Avaya Aura Contact Center

3rd Party System (e.g., IVR)

Call and associated data transferred to

Contact Center using web service call

Call and associated data presented to

agent


Web Communication Manager

Can be used for web-site or application integration

Contains a set of sample web pages written in JSP

Sample pages use the web services

WCM features:– Submit Text Chat– Request Immediate Telephone Callback– Request Scheduled Telephone Callback– Submit HTML form via email

Set of web services hosted by CCMM


Open Interfaces Demonstrations


Open IVR IntegrationUsing AVP as an example


AACC 6.1 interop with AVP(SIP Interface)

AVP connects to AACC 6.1 via SIP trunks.

AVP can do sip refers to an AACC6.1 acquired landing pad CDN

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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Setting up the Voice Portal

SIP route configured at VPMS, – include MBT SES endpoint.

Landing pad application deployed and enabled on AVP.– Use Dialog Designer

AVP speech server resources configured and enabled– Configure CS1000 SIP Proxy and SIP Domain

– Configure Max no of Channels

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Setting up the AVP

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Setting up the AVP

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Dialog Designer Example

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Setting up the AACC

Enable Open Networking Feature– CCMS Server Configuration utility– License Tab– Select Open Queue Universal Networking

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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Setting up the AACC

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Setting up the AACC

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Setting up the AACC

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Open Interface Universal Networking

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

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Obtaining more information on the Open Interfaces available from AACC


Where to find more information?

All Web Service SDK’s are available to Dev Connect members.

Sample applications are also available on the Dev Connect site.

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Documents

AACC Application Development and Integration Capabilities