What are in the ICWS (Interaction Center Web Services) code snippets?
How to:
- connect to PureConnect On-Premise / PureConnect Cloud via Internet environment (switchover supported)
- generate a .csv document with IC users / workgroups / roles / skills / wrap-up codes / wrap-up categories
- generate a .csv document with users to licenses / workgroups to users / users to workgroups / users to roles
- subscribe to Custom Notification / send a Custom Notification / receive a Custom Notification
- get a specific IC user status / update a specific IC user status / retrieving a list of all IC users statuses
- get a set of attributes from an interaction / update the set of attributes on an interaction
- get a workgroup activations for a single user / set workgroup activations for a single user
- get the details for a phone number
- start / stop / pause / resume all screen recordings for the specified user
- hold / mute / pause / record / send to voicemail / send DTMF digits to an interaction / plays a wave file to the call / pickup / disconnect specified interaction
- send an email
Useful Scripts:
- generate a .csv file with IC user data (following data is provided: ic username, display name, workgroups, roles, license active, client access, media level, list of additional licenses, auto answer acd interactions, auto answer non-acd interactions, nt domain username, current ic status, department, title, email address, extension, password policies, skills with utilization & proficiency, date ic account created)
- pass and retrive data between Python application and PureConnect server
- ICWS SDK license (I3_FEATURE_ICWS_SDK) for your PureConnect environment
- Install Python 3.5+ version with any Python IDE (I prefer PyCharm)
- Based on your PureConnect environment, you will need to add
ic_server,ic_username,ic_password,friendlyname(for Cloud),ic_application_nameparameters to icws_cloud_authentication.py or icws_premise_authentication.py file
- Download & install Python 3.5+
- Within your Python terminal install "requests" module -
pip install requests- more info about the module - https://pypi.org/project/requests - Use one of the following ICWS connection methods based on your PureConnect enviromnet:
Feel free to reach out to me with any questions, I do love a good coding challenge ✌️
This project/work is my own and is in no way associated/attributed to any current or former employer. See license file regarding permissions, limitations, and conditions. I do advise testing any of the provided scripts in a DEV or non-PROD environment first before running it in a PROD environment. For some large output-file base scripts it is better to run them outside of the peak hours.