slug: avaya provider: Avaya generated_by: planning/capability-mapping/scripts/classify_capabilities.py model: claude-opus-5 frame: - Software & Technology min_confidence: 0.7 capability_model: source: https://github.com/vincentmakes/turbo-ea-capabilities license: CC-BY-4.0 attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities, CC BY 4.0 notice: NOTICE edge_count: 14 edges: - tag: Subscriptions spec_file: avaya-subscriptions-api-openapi.yml capability_id: BC-4270.80 capability_id_l1: BC-4270 capability_name: Webhook & Event Subscription Management confidence: 0.85 evidence: POST /accounts/{accountId}/subscriptions createDigitalWebhookSubscription "Create Subscription"; schemas SubscriptionEventType, EngagementCreatedEvent, EventData reason: Despite the commercial-sounding tag, the operations manage outbound webhook/event-notification subscriptions (create, renew, delete, event types), which is exactly BC-4270.80 Webhook & Event Subscription Management. No billing or commercial subscription semantics present. - tag: Queue spec_file: avaya-queue-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.8 evidence: '"Queue''s are used to identify a pool of contact center agents for which Customer engagements can be matched and routed"' reason: Explicit contact-centre queue administration for agent pools and engagement routing — core contact-centre operations management. - tag: Agents spec_file: avaya-agents-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.75 evidence: POST /AgentStatusHistory Get agent status history; PUT /UpdateAgentStatus Update agent status reason: Operations read and update contact-centre agent states and activity within an outbound campaign platform — this is contact-centre operations (agent state/workforce monitoring), not HR or sales-agent management. - tag: Engagements spec_file: avaya-engagements-api-openapi.yml capability_id: BC-430.10 capability_id_l1: BC-430 capability_name: Customer Inquiry Management confidence: 0.75 evidence: '''This API facilitates session-based communication. Only "Chat" channel is supported now.''; sendDigitalMessage ''Send Message''; joinDigitalEngagement ''Join Engagement''' reason: Creation, joining, messaging and disconnection of digital chat engagements between customers and agents is inbound customer contact handling. - tag: Queues spec_file: avaya-queues-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.75 evidence: '"The Queue Management API allows for the programmatic creation, retrieval, updating, and deletion of queues"; schemas "EnableWrapUp", "AgentAssistEnabled", "PostCallModalVoiceCallbackEnabled"' reason: Queue configuration including wrap-up, agent assist and post-call handling — contact-centre operational setup. - tag: User Password Policy spec_file: avaya-user-password-policy-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.74 evidence: GET /accounts/{accountId}/password-policy getPasswordPolicy ... PUT updatePasswordPolicy Update Password Policy reason: Reads and updates the account's credential policy (PasswordPolicy schema). Credential rules for user accounts sit squarely in identity & access management; could alternatively be read as security governance, hence moderate confidence. - tag: User spec_file: avaya-user-api-openapi.yml capability_id: BC-620.20 capability_id_l1: BC-620 capability_name: Identity & Access Management confidence: 0.72 evidence: 'POST /accounts/{accountId}/users createUser Create User ... schemas: Role, UserFeatures, UserResourcePartition' reason: Full CRUD plus search over platform user accounts, roles and resource partitions — administrative user provisioning and access scoping, i.e. identity & access management for the CCaaS tenant rather than any customer-facing business process. - tag: Agent Location spec_file: avaya-agent-location-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: 'POST /accounts/{accountId}/agent-locations Create Agent Location; schemas: AgentLocationOutboundRoutingRule, AgentLocationUser' reason: Administration of contact-centre voice agent locations and their outbound routing rules — configuration supporting contact-centre telephony operations rather than any other candidate. - tag: Dimensions spec_file: avaya-dimensions-api-openapi.yml capability_id: BC-610.50 capability_id_l1: BC-610 capability_name: Analytics & BI Management confidence: 0.7 evidence: '''Listing the Dimension names for an Account... Listing the Report names for an Account. - Retrieving the content of a specific Report.''' reason: Exposes historical analytics dimensions and reports — reporting and BI delivery over contact-centre data. - tag: Skills spec_file: avaya-skills-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: '"Outbound API allows you to manage outbound call campaigns, records, agents, skills, and Do Not Call lists"; "Add or edit a user in a skill"' reason: Skill definitions with agent (user) and campaign-initiative assignment are the skills-based routing/agent-allocation configuration of a contact centre, which falls under contact centre operations management. Not HR skills management — the entities are call-campaign routing constructs. - tag: Timetable spec_file: avaya-timetable-api-openapi.yml capability_id: BC-430.30 capability_id_l1: BC-430 capability_name: Contact Centre Operations Management confidence: 0.7 evidence: '"Timetable is a configuration of working hours for a specific Contact Center account ... as well as holidays, which are non-working days"' reason: Configuration of contact-centre hours of operation and holiday schedules is an operational-running concern of the contact centre, covered by BC-430.30 Contact Centre Operations Management. - tag: Transcript spec_file: avaya-transcript-api-openapi.yml capability_id: BC-430 capability_id_l1: BC-430 capability_name: Customer Service Management confidence: 0.7 evidence: '"API to save transcript of a dialog that captures messages exchanged between different participants"; schemas Sentiment, Intent, Participant' reason: Persisting transcripts of customer engagements/dialogs (with sentiment and intent metadata) is part of customer service interaction handling and record-keeping. L1 only, since it spans inquiry handling, contact-centre operations and feedback analysis. - tag: Transcription spec_file: avaya-transcription-api-openapi.yml capability_id: BC-430 capability_id_l1: BC-430 capability_name: Customer Service Management confidence: 0.7 evidence: '"These APIs allow you to programmatically manage conversation transcripts and create interactions in Avaya Infinity"; "Retrieve email transcript"' reason: Managing conversation transcripts attached to contact-centre interactions is customer service interaction record management. L1 only because the surface does not pin a single sub-capability. - tag: Transcripts spec_file: avaya-transcripts-api-openapi.yml capability_id: BC-430 capability_id_l1: BC-430 capability_name: Customer Service Management confidence: 0.7 evidence: '"enables you to send and retrieve transcript messages associated with interactions or workflow sessions in the Avaya Infinity contact center platform"' reason: Transcript messages tied to contact-centre interactions are customer service interaction records. Mapped at L1 given the sub-capability is not clearly determined.