Abstract
AVAYA Interaction Center is developed for communication between customer and the company. The Interaction Center provides business-class control of contact center communications across several channels like voice, email, web chat. Chat is a progressively popular communication channel due to growth in the era of Internet. Existing chat generator tool supports only IE browser. So, there is a need that the tool should be browser independent. The paper proposes the tool based on REST API. In the proposed system, the REST API of Chat media of CSPortal is captured through SOAPUI tool. The request–response of REST API is captured for different resources like /csportal/cometd/of CSPortal Chat Media. The result shows the proposed approach is more efficient than existing tool and chat is live for more than 2 min.
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Acknowledgements
The author would like to thank Mr. Harshad Apshankar for his guidance. The work presented in this paper is supported by AVAYA PVT LTD.
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Marale, P.S., Chandavale, A.A. (2018). Implementation of REST API Automation for Interaction Center. In: Bhalla, S., Bhateja, V., Chandavale, A., Hiwale, A., Satapathy, S. (eds) Intelligent Computing and Information and Communication. Advances in Intelligent Systems and Computing, vol 673. Springer, Singapore. https://doi.org/10.1007/978-981-10-7245-1_28
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DOI: https://doi.org/10.1007/978-981-10-7245-1_28
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