What is Enterprise Application Gateway Protocol?

The Enterprise Application Gateway protocol (GED-145) provides a mechanism for Contact Center Enterprise (CCE) to invoke and communiate with an external application from within the call routing script by using a simple request/response mechanism. Application Gateway requests are managed from within the CCE routing script. It allows data to be passed to and from the application. The call router, under control of the script editor, can make routing decisions based on the results obtained from the application.

This could include:

• Controlling where and how the call is routed
• Passing arbitrary data to the site receiving the call (via translation routing)

The Enterprise Application Gateway interface is a TCP/IP socket based protocol. There is no SDK for this interface and therefore a developer is required to write directly to the socket layer.

What are the benefits?

The benefits of using the Enterprise Applicaiton Gateway protocol are:

• Control where and how the call is routed
• Pass arbitrary data to the site receiving the call (via translation routing) when it is not possible through CTI
• Retrieve additional call (caller) context data to determine further call processing
• Execute transactions on a back-end system, for example during a script controlled IVR self-service application

Technical Overview

Enterprise Application Gateway Call Flow

Below is a diagram that illustrates the basic Enterprise Application Gateway Contact Sharing call flow.