4.0 SU 6

This release of the Interaction Center supports the initial release of the ICWS API.

This topic contains the following sections:

Release Highlights

IC Web Services (ICWS for short) is a new public RESTful web service API that is initially released with 4.0 SU 6 of the Interaction Center. It is based on RESTful web service principles and the standard web technologies of HTTP and JSON. ICWS also includes an SDK, with API documentation, an example application, and libraries of language-specific representation data object helpers.

See Concepts for more information on some fundamental concepts which are common to many different areas of the ICWS API. See Getting Started for help getting started with various aspects of ICWS.

The 'JavaScript Direct Usage' example application demonstrates using the ICWS API directly, using only HTML and JavaScript. No wrapper classes are used for requests/responses/messages and no 3rd party framework is used (e.g. jQuery or an application level framework). See Example Applications for more information about the example application.

This release includes support for connecting to Interaction Center. See Connecting for more information on getting started with the Connection service. There is support for subscribing to "messages" from the Interaction Center. In the 4.0 SU 6 release this is based on polling for new messages at regular intervals, but a push mechanism is planned for an upcoming release. See Event Subscriptions and Messaging for more information about messaging and using the Messaging service.

The Status service allows retrieval and subscription of the configured status messages, retrieval and subscription of users' statuses, and retrieval of previously used status information for a user. The Activations service allows for retrieval and subscription to workgroup activations. The Session service allows for subscription to log on / logout events for other users / stations.

The Configuration services provide access to Interaction Center configuration data. See Configuration for more information on getting started with configuration.

The Queues and Interactions services include basic queue support and call control (pickup, hold, transfer, disconnect, etc). See Interactions and Queues for more information on getting started with queues and interactions.

The Statistics and Alerts services include support for retrieving the statistic catalog, subscribing for statistic value changes, subscribing for statistic parameter value changes, subscribing for alert catalog changes, and subscribing for alert notifications. See Statistics and Alerts for more information on getting started with statistics and alerts.

See Language-specific Libraries for more information about the helper libraries for various programming languages, which assist in using the ICWS API.

The Licenses service includes support for acquiring and releasing assigned licenses and for subscribing for license assignment changes.

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.


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 4.0 SU 6
activations1 (New)
configuration1 (New)
connection1 (New)
interactions1 (New)
licenses1 (New)
messaging1 (New)
queues1 (New)
session1 (New)
statistics1 (New)
status1 (New)