2020 R1

The 2020 R1 release of the Interaction Center supports the changes to the ICWS API described below.

This topic contains the following sections:

Release Highlights

The Social Media API was marked for release.

Alerts

A new /icws/{sessionId}/alerts/alert-catalog/alert-sets resource was added to support managing alert sets.

Configuration

A new launchUrl type was added to the list of possible values for the action property for the /icws/{sessionId}/configuration/client-buttons

Connection

Two new properties, managedIPPhone and emergencyResponderLocationID, were added to the /icws/{sessionId}/connection/station and the /icws/{sessionId}/messaging/subscriptions/connection/station resources.

Dialer

A new POST /icws/{sessionId}/dialer/perform-call-list-query method was added.

Quality Management

A new mediaTypes property was added to the POST /icws/{sessionId}/agent-quality/search request. This property will filter results by the specified values.

A new mediaType property was added to the 200 HTTP status code response of the GET /icws/{sessionId}/agent-quality/search/{searchId} method.

Recordings Management

A new GET /icws/{sessionId}/recordings/{recordingId}/media-details method was added to request media details about a recording.

A new POST /icws/{sessionId}/recordings/{recordingId}/retention-expiration method was added to set the expiration date for a recording.

Social Media

A new Social Media service was added. The Social Media service permits a user to configure Social Media settings.

Web Chat

A new webhook property was added to the POST /icws/web-chat/start method to specify a webhook endpoint for event notifications.

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 2020 R1
FeatureVersionPreviously Released Version
activations11
client-buttons33
configuration16 (Updated)15
connection15 (Updated)14
data-dictionary22
data-extractor22
dialer9 (Updated)8
directories1111
interactions19 (Updated)18
ipa11
journey-map3 (New)N/A
licenses22
messaging33
phone-numbers33
quality-management4 (Updated)3
queues22
recordings6 (Updated)5
response-management44
security22
session11
social-media5 (New)N/A
statistics7 (Updated)6
status22
system22
unified-messaging22
voice-prompts22
web-callback22
web-chat5 (Updated)4
wfm44
widgets22