ICWS Data Connection Requirements

Requirements

• The following license must be installed on the CIC Server:

  • I3_FEATURE_ICWS_SDK

• The ICWS URL must be provided.

  • E.g. https://<CIC Server>:8019

• A CIC User account and password must be provisioned for ICWS adaptors to connect to the CIC Server.

• The CIC User Account must have a combination of ‘View’,'Monitor','Search','Statistics' and ‘View History’ checkboxes checked for all User and Workgroup Queues under Access Control. See below:

Open

• The CIC User Account must also have the client access and the supervisor plugin licenses check. Along with Enable Licenses checked:

Open

• The ICWS adapter uses the following web service end points. PureConnect ICWS documentation can be accessed via the following URL: https://help.genesys.com/developer/cic/docs/icws/webhelp/conceptualcontent/welcome.htm

  • Connection (POST) - /icws/connection

  • WorkGroup (GET) - /icws/{sessionid}/configuration/workgroups

  • Users (GET) - /icws/{sessionid}/configuration/users

  • StatisticsQuery (POST) - /icws/{sessionid}/statistics/statistics-parameter-values/queries

  • StatisticsValues (PUT) - /icws/{sessionid}/messaging/subscriptions/statistics/statistic-values

  • StatisticsSubscription (DELETE) - /icws/{sessionid}/messaging/subscriptions/statistics/statistic-value

  • UserSubscriptions (PUT) - /icws/{sessionid}/messaging/subscriptions/status/user-statuses

  • UserSubscriptions (DELETE) - /icws/{sessionid}/messaging/subscriptions/status/user-statuses

  • QueueSubscriptions (PUT) - /icws/{sessionid}/messaging/subscriptions/queues/{subscriptionid}

  • QueueSubscriptions (DELETE) - /icws/{sessionid}/messaging/subscriptions/queues/{subscriptionid}

  • Messages (GET) - /icws/{sessionid}/messaging/messages