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Intelligent Customer Routing

Interfaces

DevConnect supports application development using the following Intelligent Customer Routing (ICR) interfaces:

ICR Core SDK

The ICR Core SDK provides a set of Java APIs that can be used to develop a custom module with best route destination selection logic that meets specific business requirements. For more information, see the Intelligent Customer Routing SDK Developer Guide, available for download under Releases - Downloads tab for the release of ICR you are using.

ICR Configuration Web services

The ICR Configuration interface comprises a set of WSDL-based Web services that enable client applications to retrieve, add, modify and delete ICR configurations. ICR configuration elements that are available include Skills, Destinations, Business Hours, Holidays, and Call Centers. The Web services also facilitate the development of tools for performing bulk operations, such as adding ICR skills and destinations. The Web services are deployed within the Axis2 web application provided by Experience Portal. For more information, see the Intelligent Customer Routing Web Services Reference Guide, available for download Releases - Downloads tab for the release of ICR you are using.

ICR Connector REST Web services

The ICR Connector is a Web application that provides a REST API to enable third-party applications to get routing information destination from the ICR Core. The REST Web services can be used to:

  • Get information about the best routing destination for a given skill
  • Pass the best destination to ICR Core for further processing.
  • Get all destinations for a given skill
  • Invoke the custom extension module developed using ICR SDK

For more information, see the Intelligent Customer Routing Developer Guide, available for download under Releases - Downloads tab for the release of ICR you are using.

Intelligent Customer Routing Pluggable Data Connector

The Intelligent Customer Routing Pluggable Data Connector (ICR PDC) enables enables the same capabilities as are supported by the ICR Connecor to be used in flows built using Avaya Aura® Orchestration Designer. For more information, see the Intelligent Customer Routing Developer Guide, available for download under Releases - Downloads tab for the release of ICR you are using.

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