and its complete Web Services were designed with open architecture to enable the exchange of data and commands throughout the enterprise regardless of different hardware platforms and operating systems. Communications are sent in terms all sides understand for any developmental framework capable of manipulating, transmitting and receiving text files. This allows all client applications (such as a CRM platform, workforce management, payroll software, etc.) to work together without human intervention.

Each Web Services module addresses a different set of needs and capabilities.

The Integration Service Module (EISM) provides basic recording functionality and information, including:

• the ability to start and stop recording based on other applications, such as when an agent clicks a "Customer Cancel" button
• the ability to assign additional data to calls, such as a policy number
• the ability to automatically login/logout of , such as when an agent logs into or out of a CRM application
• the ability to change a user's password, such as when a network password is changed
• the ability to retrieve information on users, user types, alerts, recording plans, etc. and communicate that information to other applications

The Management Service Module (EMSM) provides structural functionality and information, including:

• the ability to create and modify recording plans, such as when a VDN is added
• the ability to create and modify users and user types, such as when a user is created in payroll software
• the ability to create and modify evaluation components (categories, subcategories, etc.), such as importing CRM categories into
• the ability to send and receive messages in My ECHO, such as sending a "Change your password" alert to all users if a system flag is set off
• the ability to retrieve information on ports, training modules, user permissions, etc., and communicate that information to other applications

The Architecture Service Module (EASM) provides detailed data analysis, reporting and integration functionality and information, including:

• the ability to create and modify evaluations, such as when a new QA level is created in workforce management
• the ability to create, modify and assign training modules, such as an automated process for annual security training
• the ability to perform agent transaction and evaluation reporting, such as retrieving evaluation score percentages for automatic bonus generation
• the ability to initialize, test and disable ports, such as automatic testing when an error is received from the switch
• the ability to retrieve CDR information, such as requiring QA to be performed on every call where the customer was placed on hold for more than 30 seconds
• the ability to develop complete CTI applications, such as triggering a screen pop when a call comes in from a certain VDN, then starting recording when the agent clicks the "Customer Saved" button, then tagging the call to a certain supervisor for review because the agent has been on that campaign less than two weeks

Using with Web Services permits vertical and extended interconnection between call recording, CRM, workforce management applications and all other aspects of business processes.

For more information on 's Web Services, click here.

Download Avaya Data Sheet
Download Cisco Data Sheet
(downloading datasheets requires login)