Intelligent Customer Routing

Latest Release: 8.0 (July 2021)

Release 7.0

Intelligent Customer Routing (ICR) 7.0 Feature Pack 1 (Release 7.0.1) was made generally available in March 2015. This is NOT the latest ICR release - the latest release is recommended for new development.

Important The following end of sale and end of support dates have been announced:
  • End of sale: October 30, 2021
  • End of support: October 30, 2022
Additional information about the end of sale and end of support dates can be found here. For all new development, Avaya recommends that developers use the latest release of Avaya Intelligent Customer Routing.

Features in the new release

Feature Pack Release 7.0.1

Intelligent Customer Routing 7.0 Feature Pack 1 includes the following new and enhanced features:

  • ICR Core SDK.
  • ICR Configuration Web services.
  • ICR Connector for third party or custom applications.
  • Additional fields and methods supported in the ICR Pluggable Data Connector (PDC).
  • ICR Call Control Application (CCA) provides a termination reason to the wait treatment application.
  • The script generates a SHA-2 certificate on a standalone ICR Server.

For more detailed information about what's new in the Feature Pack, see the Intelligent Customer Routing Release Notes, Release 7.0.1, available for download under the Downloads > Release & Overview Information tab.

Release history

Generally Available

End of Support Oct. 2022 (view notice)

Release Notes

Product Documenation

Software Development Kit

Developer Documentation

Web Services WSDL

Developer Documentation


Developer Documentation