Guide for Integrators
Softdial Contact Center™ (SCC) delivers an end-to-end solution for multimedia contact centers. The architecture of SCC is modular and is built on the philosophy that core services must deliver their functionality via a published API, and line-of-business services use this API to deliver functionality.
This enables partners to either take a whole platform offering and customise for their customers’ needs, or have their own line-of-business applications seamlessly integrate with SCC.
For an introduction to the various presentations of the APIs, see The APIs.
For an in-depth look at the various outbound dialing methods available, see Campaigns and Dialing Methods.
New concepts in V10.7
SCC 10.7 introduces full platform support for multimedia and multisession ACD, bringing a set of new concepts and constructs that integrators needs to be aware of:
- Multimedia - All media can have the same set of operations performed on them. If one considers a voice session, a chat session, or even a session where an agent is handling an incoming email, all of these media sessions can be enqueued and dequeued to agents, and agents can perform first party ‘call’ control type activities such as transfer, conference, end session.
Where this document talks about call control, it implies session control for packet media sessions.
- Multisession ACD - ASD® (Automatic Session Distributor)
The core component in SCC is Softdial CallGem™. CallGem delivers the ASD model and provides real-time APIs for line-of-business applications to deliver configuration, data integration, agent desktop, voice and packet media.
The CallGem API reflects the real world of media management for an ASD and is completely asynchronous. The real-world constraints are:
- Any interaction with the ASD is a request, not a command. It may succeed or fail.
- The ASD is the authoritative source of state for contact center resources.
- Events from the ASD relating to a resource may be unsolicited, and multiple. They should be processed by client in order to manage state change.
See also Terminology in V10.7