Support for Application Enablement Services 3PCC applications

Last Updated : Oct 13, 2023 |
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To support Application Enablement Services applications with Avaya Experience Platform™ (On-Prem + Connect), third-party call control (3PCC) must support telephony actions that the agent can perform from Avaya Workspaces. For example, the agent invokes such telephony actions using a CTI desktop application distinct from the agent's Avaya Workspaces application or any other CTI-enabled application used by the Avaya Experience Platform™ On-Prem customer.
Avaya Workspaces supports the following telephony actions invoked through CTI or by Avaya Aura® Communication Manager towards the SIP extension that the agent is logged into:
  • Make a call
  • Answer a call
  • Hold or resume a call
  • Drop a call
  • Single-step transfer
Avaya Workspaces does not support the following telephony actions invoked through CTI or by Avaya Aura® Communication Manager towards the SIP extension that the agent is logged into:
  • Consult call
  • Consult transfer
  • Consult conference
  • Single-step no hold conference