Aura Call Center Agents WebService

[avc871238673786]

Hi, i was able to find an Web Service to get Avaya Aura System Management Users, but couldn't find anything related to Call Center Agents management (get, create, delete). Is there anything that could help me to call it from external applications?



I tried to look at the DevConnect documentations, but couldn't find anything related to it.

[flynn1]

What Avaya product are you talking about here - Elite (on Communication Manager), AACC or something else?

[avc871238673786]

Hi, it is Avaya Aura System Manager:



On "Elements > Call Center > Agents" screen:

[avc859587618170]

If you are looking for a way to add/remove/change an agentid, for example. I believe you have to use the Avaya Aes System Management Service api. https://www.avaya.com/en/partners/devconnect/sdks/, not the session manager api. Without digging too deep into it, I only know of three Session Manager api's. The User Management service, which I think you're referencing above.. where you can add a person to the session manager. The Routing Web Service api, which you can use to change things like routing policies, dial patterns etc. I think there is a 3rd where you can change things related to the Session Manager itself.. which I've never used. The System Management Service allows you to interact with objects in Communication Manager..

Hope this helps!!

Dave

[jtb1]

Dave the third SMGR Web Service is the Element Managment Web Service - used for monitoring things like SIP station registrations. It does not provide the services that are being requested herein.

I would tend to agree that it is the AEServices System Management Web Service that should be looked at. I do not believe that SMGR User Management Web Services provides access to Agent related objects on SMGR (I dont know that - I have asked an associate who has more knowledge of that API to comment into this thread).
Regards, John

[le103]

SMGR does not support add/update/remove CM agent via API although it has UI in the web. Please use AES API to get it.

Thanks
Vu Le

[avc859587618170]

Or OSSI if you're one of the cool kids..

Dave

[mjherman]

As Vu mentioned, there's a Application Enablement Services (AES) interface called System Management Service (SMS. It is free API that provides access to a limited set of administrative functions on Communication Manager. Using SMS, you would be able to display, add, remove, change agent data.

[avc871238673786]

Thank you everyone, i was able to find some content on SMS SDK. I think the API is only available via SOAP, right? No Restful


But the fact that the API exists will be very helpful to me. Now i just need to understand how to use it.

Thanks again.

[avc871238673786]

Or OSSI if you're one of the cool kids..

Dave

I really don't know how it works. Is it possible to integrate OSSI like an API? Using Node JS, for example...

[avc859587618170]

OSSI is pretty tough to integrate.. It's Avaya's proprietary "api" under the covers that their applications use to do things in communication manager. It's what ASA, Provision and Session Manager uses to do things, and it's what the System Management Service api is built on top of. It's pretty much undocumented. Your best bet is to play around with the SMS Sdk... it feels a bit clunky, but it does work.

Dave

[avc871238673786]

OSSI is pretty tough to integrate.. It's Avaya's proprietary "api" under the covers that their applications use to do things in communication manager. It's what ASA, Provision and Session Manager uses to do things, and it's what the System Management Service api is built on top of. It's pretty much undocumented. Your best bet is to play around with the SMS Sdk... it feels a bit clunky, but it does work.

Dave

So i'm gonna take a look at SMS API. At the first look i'm kinda confused, it looks like it uses SOAP, not the modern REST model. I'm a JS Dev too, so it is a bit tough task to use this SDK, but i think it is only an adaptation case.

[avc859587618170]

So i'm gonna take a look at SMS API. At the first look i'm kinda confused, it looks like it uses SOAP, not the modern REST model. I'm a JS Dev too, so it is a bit tough task to use this SDK, but i think it is only an adaptation case.

Yea, I can't believe it's still SOAP.. Hopefully revamping to REST is on their roadmap.. I think this WTI api is a giant step in the right direction.

Dave

[avc871238673786]

I could finally manage to do it. If it helps somebody in the future, i've written a Node JS that performs changes using SMS API:

https://github.com/Robertwyllyam/Node-AvayaCMAPI

Thanks for the help and the patience.

[avc859587618170]

Very nice!! Good job!!

Dave