The Dialer service was added to support usage of Interaction Dialer via the ICWS API. This service includes the ability to perform various Dialer-related operations:

• Logging in to and out of Dialer Campaigns
• Mark agents as ready for calls
• Request breaks from taking Dialer Interactions
• Disposition Dialer Interactions

For more information about getting started with the ICWS Dialer API, see Interaction Dialer.

The Lines representation was enhanced to include over 100 new properties.

The response representation to GET /icws/connection/server-info now includes the language-specific user agreement text as the authentication.userAgreementText property. Additionally, the GET /icws/connection/server-info request now supports an optional displayLanguage query string that determines the response representation's language of the authentication.userAgreementText and authentication.IdentityProviders.displayName properties.

The error.request.connection.noLicense error can now be returned from the 400 HTTP status code response of PUT /icws/{sessionId}/connection/station when the user is either not able to obtain an appropriate I3_CLIENT_ACCESS license, or the specified station is already in use by a different user.

The response representation to PUT /icws/{sessionId}/messaging/subscriptions/directories/{subscriptionId} now includes a boolean activated property that can be used to determine if the contact is activated within the specified workgroup.

The Interactions service has been extended to support callback interactions:

• The POST /icws/{sessionId}/interactions method has new createCallbackParameters and createCallbackResponseParameters representations that can be used to create callback interactions.
• The /icws/{sessionId}/messaging/subscriptions/interactions/{interactionId}/callback resource can be used to manage subscriptions for callback interactions.
• The /icws/{sessionId}/interactions/{interactionId}/callback/disposition resource can be used to set the disposition of a callback interaction.

The Interactions service has also been extended to support call interaction subscriptions via the /icws/{sessionId}/messaging/subscriptions/interactions/{interactionId} resource.

The Interactions service has also been extended to provide a way to pause recordings for secure input via the /icws/{sessionId}/interactions/{interactionId}/secure-pause resource.

The System service has been added to support communicating with custom handlers by:

• The POST /icws/{sessionId}/system/handler-notification resource can be used for sending notifications to initiate custom handlers.
• The PUT /icws/{sessionId}/messaging/subscriptions/system/handler-sent-notifications resource can be used for subscribing to notifications sent by custom handlers.

This release of the Interaction Center supports the following ICWS feature versions. See Versioning for more information about ICWS versioning, including how documentation of an API includes its required feature version and how to query the Interaction Center at run time to determine what feature versions it supports.