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System APIs Help

This section of the library describes CIC application programming interfaces (APIs). For more comprehensive resources for Developers, and for additional API documentation, see the Interactive Intelligence Developer Portal at

Virtually every office or call center has unique telephony requirements that call for customized processing of transactions and customer interactions. The Interaction Center supports tools and API's that allow customers to create dynamic applications tailored to their unique business needs. IC server functionality can be extended using the robust visual tools included with CIC (Interaction Designer, Interaction Attendant, etc.), or by using traditional programming languages. A growing number of APIs allow third-party applications to interact with the clients, Interaction Designer, Interaction Dialer, and the internet.

To get started, read the Third-Party Integration Technical Reference. It is for developers and technical managers who want to understand how the Interaction Center can be extended programmatically. It introduces application programming interfaces that customers can use to create applications tailored to their unique business needs.

IceLib: The Interaction Center Extension Library (IceLib for short) is a programming API that leverages the Interaction Center to solve business problems. IceLib is for developers who use modern .Net languages, such as C# or VB.Net. IceLib interfaces with SessionManager, the IC subsystem that brokers connections between client applications and a given IC Server. Custom IceLib applications fully leverage SessionManager, just like internally developed IC applications.  For example, Interaction Desktop, some clients, Interaction Fax, and Interaction Voicemail all use IceLib and take advantage of its SessionManager capability. IceLib is feature-license based, not per-seat or per-session. Client sessions require client licenses, of course.

Generally speaking, IceLib provides the means to work with interactions, firectories, people, Interaction Tracker, and Unified Messaging. It manages connections with the IC server, specifies authentication and station settings, watches for connection state-change events, and performs actions relative to the connected session user. For more information see Introduction to IceLib API.

Interaction Desktop  DDE API Developer's Guide: This developer's guide explains how to automatically launch (pop) an application program when a call arrives on a specific queue, using CIC cooperatively with Dynamic Data Exchange (DDE). DDE is an inter-process communication protocol that allows applications to exchange data and commands.  

Interaction Attributes Technical Reference - This technical reference is for handler authors and programmers who need a reference to interaction attributes used in the Interaction Center.

IC and SOAP API Developer's Guide: This developer's guide introduces XML/SOAP concepts and explains how SOAP facilitates robust data interactions between IC and remote web services. SOAP stands for Simple Object Access Protocol. SOAP is an XML-based protocol specification that defines how information can be exchanged between computers. SOAP supplies the conventions used to invoke methods on remote servers, services, components and objects.

The introduction is written for a general audience who may not be familiar with XML or SOAP technology. Later sections of this document guide technical implementers through the process of preplanning, installing and configuring the SOAP ISAPI Listener Task and SOAP Notifier COM components. Instructions for using the SOAP Tracer utility are also provided.

SOAP Notifier COM API Developer's Guide: This developer's guide is licensed separately from CIC. SOAP Notifier COM is a set of software components that allow custom applications to invoke handlers. SOAP Notifier COM objects issue SOAP notifications from automation compatible applications and add support for Microsoft SOAP Toolkit. Microsoft's SOAP Toolkit makes it possible for programmers to invoke a web service as if they were invoking a method of an object. The developer should be familiar with XML, SOAP, WSDL, Microsoft SOAP Toolkit, and with a programming language that supports Microsoft's Component Object Model (COM). As a prerequisite, developers are encouraged to acquire an understanding of SOAP functionality in CIC, by reading IC and SOAP API Developer's Guide. To use this API, you must purchase a license.

Designer COM API Reference - This document is for experienced COM programmers who wish to develop custom applications that integrate with Interaction Designer. Interaction Designer is a visual programming environment for the CIC platform that creates sophisticated server applications. Interaction Designer is powerful—all of the Interaction Center's default event-processing behaviors were created without writing code using Interaction Designer. The Interaction Designer COM API makes it possible to manipulate objects in Interaction Designer by writing procedural code, using a traditional programming language such as C++ or Visual Basic 6. This gateway into Interaction Designer provides access to tools, handlers, steps, messages, subroutines, initiators, exit paths, and to properties of Designer itself. It allows new objects such as handlers to be created on the fly. This API is compatible with all Windows programming languages that support COM. It is assumed that developers are familiar with handler development and with a programming language that supports Microsoft's Component Object Model (COM).

Interaction Designer Tool API - This tool is a free, unsupported API for developers who want to add their own DLL-based tools to Interaction Designer, CIC's graphical programming tool. For more information, see the readme.txt in the zip file.

Interaction Center Web Services (ICWS) SDK: The ICWS SDK is a REST API for web, mobile, and desktop clients. It includes ICWS API documentation, sample applications, and language-specific libraries. It is available in CIC 4.0 SU 6, CIC 2015 R1, and later for both Windows and non-Windows platforms. It requires an I3_FEATURE_ICWS_SDK license on the IC server.

  • Use ICWS for web applications, mobile applications, and applications (such as Java applications) that do not use .NET.

  • For .NET applications, use the Interaction Center Extension Library (IceLib).