The 2018 R5 release of the Interaction Center supports the changes to the ICWS
API described below.
This topic contains the following sections:
A new Data Dictionary service was added that permits a client to retrieve information on tables and views that contain data that can reported on.
A new Data Extractor service was added that permits a client to request data to be extracted from the IC Database and view existing configured extractions.
A new POST /icws/{sessionId}/dialer/mark-call-for-finishing resource was added that permits a call to be tagged for a finishing agent.
A new POST /icws/{sessionId}/dialer/request-contact-data resource was added that returns all of the contact data from the contact list for a call.
A new POST /icws/{sessionId}/dialer/reset-campaign resource was added to reset a campaign.
A new POST /icws/{sessionId}/dialer/recycle-campaign resource was added to recycle a campaign.
A new POST /icws/{sessionId}/dialer/allocate-agents resource was added to allocate agents.
A new Quality Management service that provides access to agent quality information such as questionnaires, scorecards, and surveys.
A new Unified Messaging service was added. The Unified Messaging
service can currently be used for the following:
Message Waiting Indicator (WMI)
via PUT /icws/{sessionId}/messaging/subscriptions/unified-messaging/messages-waiting-indicator and DELETE /icws/{sessionId}/messaging/subscriptions/unified-messaging/messages-waiting-indicator, as well as request a refresh of the MWI
count via PUT /icws/{sessionId}/unified-messaging/messages-waiting-indicator/count-refresh.A new Voice Prompts service was added to support the following actions to manipulate and manage personal voice prompts:
commit
before the prompt is permanently saved.commit
before the prompt is permanently saved.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.
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.