Avaya Aura CM7 Elite CTI ? 1

[fatboypee]

Hi,

I've been away from Avaya a long time and need a bit of a steer on what CTI SDK I need to get moving for Avaya Aura CM7 Elite ?

Specifically I'm hoping for Agent Call events (primary) and also Queues where possible and ultimately, any pointers on IVR Callouts / API would REALLY be appreciated.

I've a DEVCONNECT login so getting the relevant SDK should be OK, just unclear what I need.

Meant to mention I need an SDK in .NET, can find AES for JTAPI...

Many Thanks

FBP.

 

[kyle555]

Well, you program against APIs in AES, AAEP, AACC and other peripheral applications.

AES does device media and call control and telephony services APIs - so that's where a Verint would use those APIs to develop a call recording application to use TSAPI to monitor the state of an agent and find out their call is worth recording, and then use DMCC to initiate the recording.

AAEP/AACC are call canter platforms where you'd load up Avaya's plugin (Orchestration Designer) into Eclipse and build flows that compile into java apps or ccxml/vxml to load onto those platforms.

Otherwise, just thru the terminal you've got your basic vectors - which program your elite call center, but if you're trying to get the screenpop stuff and integration stuff going, then those AES/AAEP platforms are generally required

 

[fatboypee]

Thanks for coming back so quick !

All I really need is Agent Events including call payload. I used to use CCT in the old world using .Net.. Can't seem to locate anything comparable, but ideally I need some component I can listen for AGENT & QUEUE events for all and be able to do stuff..

Thanks again for the reply.

FBP.

 

[kyle555]

Yeah, so it sounds like you need AES and TSAPI licenses to monitor the agent and queue stuff.

Here's a reference config for some other CTI product that does screenpops the way I'm talking about.

https://www.devconnectprogram.com/fileMedia/download/edd26666-ae98-4f15-9a2a-a156d0807160

*And, the DMCC and TSAPI SDKs are available for a variety of platforms for you to fiddle with. You'd really need to dig in to those sample applications and play with the SDK a bit with a AES server on your CM to kick the tires and get a handle on what you're trying to do.

 

[fatboypee]

Thanks for your kind help. I'll give this a run. Just found out the IVR is called Experience Portal, but little or no info on SDKs for that one..

Thank you again.

FBP.

 

[kyle555]

Yeah, EP needs the orchestration designer plugin atop eclipse.

But, you probably don't want to be an IVR developer...