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Avaya Aura Contact Center Application Development and Integration Capabilities

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

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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

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Communication Control Toolkit SDK

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Communication Control Toolkit SDK


CCT is a Communications Control API implemented in .NET

Control of voice & multimedia contacts

control of terminals & agents


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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Communication Control Toolkit SDK


CCT SDK Allows applications to log in their configured agents

Toolkit represents the

client application connection to the remote CCT server

Session represents the client application view of resources managed by CCT server based on clients credentials
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Communication Control Toolkit SDK


Applications can query active calls and register for events

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


email address, SIP URL

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
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Call Cxn Addr


Bob@cc.avaya.com
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Communication Control Toolkit SDK


3rd developers can customize their agent desktops
Cxn TrmCxn Trm

Terminal - represents a physical connection endpoint (including software applications) Examples: telephone set,
SIP softphone, email client

Addr

Alice@mymail.com

1234@host.com

Call Cxn Addr

TerminalConnection represents the relationship between a Terminal and a Connection

TrmCxn

Trm

Bob@cc.avaya.com

5555@cc.avaya.com

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CCT .NET SDK Demonstration

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Thinking about SOA and Web Services

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

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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?

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Traditional Contact Center APIs


CTI Protocols
Real time APIs Historical Data APIs

Propriety Event Feeds

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

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Introducing Web Services and SOA

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SOA Open Interfaces


What is SOA?
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.

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Opening the door to integration

Contact Center integration no longer limited to Operating System, Device or Media Channel 17
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Avaya Aura Contact Center - Available Web Services

Web Communication Email Handling

Open Networking

AACC OQ
Campaign Management

Open Interfaces

Open Queue

CTI Desktop Integration User Provisioning


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Host Data Exchange

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Open Interfaces CCT


CCT Features available as web services
This provides a crossplatform, 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).
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Open Interfaces CCMM Agent


Ability to access the CCMM database to retrieve E-Mail
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

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Open Interfaces CCMM Outbound


Can query and modify existing campaigns.
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

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Open Interfaces CCMA


User provisioning through SOAP or REST web services.
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
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Open Interfaces Open Queue


Ability to queue custom contact-types.
Avaya Aura Contact Center supports the queuing of third-party contact-types.

These Contact types can be as diversified as


CRM Records Issue Tracking System Virtual World Postal Mail
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Open Interfaces Open Networking


Transfer call attached data without using CTI.
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
3rd Party System (e.g., IVR)
Avaya Aura Contact Center

Call and associated data transferred to Contact Center using web service call

Call and associated data presented to agent

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Web Communication Manager


Set of web services hosted by CCMM
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
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Open Interfaces Demonstrations

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Open IVR Integration Using AVP as an example

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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

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Where to find more information?

All Web Service SDKs are available to Dev Connect members. Sample applications are also available on the Dev Connect site.

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