2018 R4

The 2018 R4 release of the Interaction Center supports the changes to the ICWS API described below.

This topic contains the following sections:

Configuration

A new viewAnalyticsDashboards access right was added that controls who can view analytics dashboards.

A new analyticsConfiguration administrative right was added that controls who can configure analytics dashboards.

A new acdSocialMedia property was added to the licenseProperties property for Users.

Two new socialConversation and socialDirectMessage values were added to the mediaType property of the utilizations property for Users and Workgroups. They were also added to the licenseProperties property of Users.

Four new socialConversationServiceLevelDistribution, socialConversationServiceLevelTarget, socialDirectMessageServiceLevelDistribution, and socialDirectMessageServiceLevelTarget properties were added to Default Workgroups.

Connection

Two new socialConversation and directMessage values were added to supportedMediaTypes property of the PUT /icws/{sessionId}/connection/station.

Dialer

A new campaignType property was added to the availableCampaignsMessage response of the POST /icws/{sessionId}/dialer/log-in method.

Supported Feature Versions

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.

Note

Only the features listed below are supported by this release of the Interaction Center. Any other feature required by later versions of ICWS is not supported. Similarly, for the listed features, this release of the Interaction Center only supports the listed version of that feature, not any higher version.

CIC 2018 R4
FeatureVersionPreviously Released Version
activations11
configuration14 (Updated)13
connection13 (Updated)12
dialer6 (Updated)5
directories99
interactions18 (Updated)17
ipa11
licenses22
messaging33
phone-numbers33
queues22
recordings3 (Updated)2
security22
session11
statistics5 (Updated)4
status22
system22
wfm44