The Going Further section explains some more advanced usage scenarios, with details and examples of how to get started with them. This includes topics such as getting/setting configuration values for the Interaction Center server, working with Interactions and Queues, monitoring statistics and alerts, and details about the available information in the statistics catalog.
This topic contains the following sub-topics:
Discusses concepts and provides examples of getting and setting configuration information for the Interaction Center server. This includes retrieving settings for Users, Roles, Workgroups, and so on and support for administrative integrations to configure those objects.
Discusses concepts and provides examples of managing directories for the Interaction Center server. This includes managing subscriptions for directory metadata, directories, as well as performing directory lookups via the directory lookup entries API.
Details how to work with Interactions and Queues. This includes initiating and monitoring Calls, Chats, Emails, etc. and Queues of those interactions.
ICWS provides access to real-time statistics for the Interaction Center server. It also provides support for creating and monitoring for alerts on those statistics.
The Statistics namespace does not include an API element for each available statistic.
Instead, it is "metadata based", where the catalog of available statistics can be retrieved from the IC server through the
ICWS statistics API.
The statistics catalog contains the display name, description, type, units, required statistic parameters (if any), etc. for each available statistic.
Contains supplemental information useful in understanding the Interaction Dialer-specific resource methods, responses, and event messages.
Contains supplemental information useful in understanding the IPA-specific resource methods, responses and event messages.
This topic discusses concepts and provides examples of communicating with handlers published on the Interaction Center server.