Overview

Using XPath to retrieve webservice data

This is going to be a short post as we wrap up our discussion from our last post. Let’s visit our response message and see how we can tackle the XPath issue where the prefix has not been assigned to our namespace in the response message.

One of the ways we can make this work is by defining a prefix of our choosing in our name space definition.

The step that is responsible for that is the ‘XML Set Document Property’ which allows you to define your namespaces.

The format used for defining the namespaces is as follows: xmlns:<prefix>=”<namespace-uri>”.The list […]

Anish Sharma

Anish Sharma

I joined Interactive Intelligence in July, 2011. Prior to that, I worked with an Elite partner for 11 years. Over the years, I worked with various products from Interactive Intelligence, including support, implementation and development. A self-confessed geek, I enjoy taking things apart and figuring how it works. One of my passions is photography and I have a personal photo blog.

A Quick Primer on SOAP XML and XPath

Wow…how time flies J .We have already hit half the year without even realizing it. One of the most frequent questions I get is about SOAP so I figured I will touch a bit on XML and XPath since anyone working with web services has to deal with them at some stage. A SOAP message which is basically XML can be summed up in the following image:

The envelope element encapsulates all the other elements to form our SOAP message. Let’s walk through a sample SOAP response message and see what we can make of it:

[…]

Anish Sharma

Anish Sharma

I joined Interactive Intelligence in July, 2011. Prior to that, I worked with an Elite partner for 11 years. Over the years, I worked with various products from Interactive Intelligence, including support, implementation and development. A self-confessed geek, I enjoy taking things apart and figuring how it works. One of my passions is photography and I have a personal photo blog.

Interaction Attendant Remote Data Query

One of the common questions I usually get asked is how to determine what value goes in where in the Remote Data Query node. Instead of getting into the technical details of the web service or the wsdl, I’ll share a quick technique which will aid you with what you need to know. My tool of choice is usually SOAP UI which is probably bit too heavy for most users so feel free to use any light weight alternative which can give you similar results.

If you would like to use SOAP UI, then you can get it here. Grab the […]

Anish Sharma

Anish Sharma

I joined Interactive Intelligence in July, 2011. Prior to that, I worked with an Elite partner for 11 years. Over the years, I worked with various products from Interactive Intelligence, including support, implementation and development. A self-confessed geek, I enjoy taking things apart and figuring how it works. One of my passions is photography and I have a personal photo blog.

A Time to Reflect

We have finally reached the end of another year and as usual, for me, it’s a time to reflect on how the year went and look forward to the New Year. 2011 saw us release a number of service updates:

3 Service Updates for CIC 3.0 1 Service Update for Dialer 2.4 2 Service Updates for Interaction Gateway 2 Service Updates for Dialer 3.0 2 Service Updates for SIP Proxy

We also saw the release of CIC 4.0 which was a fairly major undertaking. On all fronts, 4.0 showcases our ability to innovate and 2012 is the year where most […]

Anish Sharma

Anish Sharma

I joined Interactive Intelligence in July, 2011. Prior to that, I worked with an Elite partner for 11 years. Over the years, I worked with various products from Interactive Intelligence, including support, implementation and development. A self-confessed geek, I enjoy taking things apart and figuring how it works. One of my passions is photography and I have a personal photo blog.

Using Gmail for Unified Messaging

The last few weeks have been very busy so apologies for not posting. As of IC 3.0 SU11 (SU10 w/ SU10-ES_IC-79127) we added support for oAuth, which is the underlying technology that lets us integrate to Gmail. OAuth lets us access user data without us knowing what the user password is. There are basically two parts to it:

Enable oAuth if it hasn’t been already enabled (Advanced Tools>Authentication>Manage OAuth Domain Key) in the Gmail setup console.

We need to enable ‘consumer key’ and ‘two-legged oAuth control’. Enable SMTP and IMAP providers in Interaction Administrator.

Once we have Gmail configured, […]

Anish Sharma

Anish Sharma

I joined Interactive Intelligence in July, 2011. Prior to that, I worked with an Elite partner for 11 years. Over the years, I worked with various products from Interactive Intelligence, including support, implementation and development. A self-confessed geek, I enjoy taking things apart and figuring how it works. One of my passions is photography and I have a personal photo blog.

Top 10 Interaction Attendant Enhancements

Interaction Attendant hasn’t had much attention thrown at it for a while. But the tide is changing and there some really nice enhancements added to it lately. Let look at the top 10 features you probably were not aware of:

Read-Only Mode (SU12)

Previously if you needed to review your Attendant configuration, there was a good chance that you would be stealing the lock from another user if they had Attendant open as well. As of SU12, you can now load the attendant tree in read only mode without having any issues with stealing locks. Attendant can be launched using […]

Anish Sharma

Anish Sharma

I joined Interactive Intelligence in July, 2011. Prior to that, I worked with an Elite partner for 11 years. Over the years, I worked with various products from Interactive Intelligence, including support, implementation and development. A self-confessed geek, I enjoy taking things apart and figuring how it works. One of my passions is photography and I have a personal photo blog.

Routing incoming faxes to a network printer

These days..it is getting harder to get a standalone fax machine. If you like getting hard copies of your faxes and don’t have a fax machine anymore, there a solution which is pretty straight forward and doesn’t involved getting your hands dirty with handlers. Open your fax station in Interaction Administrator and add the following custom attributes:

The attribute PRINTER points to the UNC path of the printer we are going to print our fax to. ICAdmin account must have rights to use this printer otherwise it will fail. PRINTSTYLE can be used to set how the page will […]

Anish Sharma

Anish Sharma

I joined Interactive Intelligence in July, 2011. Prior to that, I worked with an Elite partner for 11 years. Over the years, I worked with various products from Interactive Intelligence, including support, implementation and development. A self-confessed geek, I enjoy taking things apart and figuring how it works. One of my passions is photography and I have a personal photo blog.

Exposing Web Services in CIC Part 2

Following up from our last post, we will start off by creating a WSDL file for our service. WSDL files describe our web service by defining what operations are permitted and what our input and output data should look like. In our case, we will create a web service that will receive a queue name and return some stats such as estimated wait time, available agents and how many calls are waiting in the queue. We can then consume this web service in any other applications that require this data.

Let give our webservice a name ‘GetQueueStats’ and proceed to […]

Anish Sharma

Anish Sharma

I joined Interactive Intelligence in July, 2011. Prior to that, I worked with an Elite partner for 11 years. Over the years, I worked with various products from Interactive Intelligence, including support, implementation and development. A self-confessed geek, I enjoy taking things apart and figuring how it works. One of my passions is photography and I have a personal photo blog.

Exposing Web Services in CIC

Soap Listener is one of those products which is not talked about a lot but is one of the easiest ways to bring up a web service which talks to CIC. It runs as an ISAPI filter in IIS, filtering requests as they come in giving us ability to enhance the functionality of IIS. My environment uses Windows 2008 64bit running IIS 7 and it requires some additional tasks so we will talk a bit about installation in this post. In a series of posts, we will bring up a web service and get it to do something useful.

To […]

Anish Sharma

Anish Sharma

I joined Interactive Intelligence in July, 2011. Prior to that, I worked with an Elite partner for 11 years. Over the years, I worked with various products from Interactive Intelligence, including support, implementation and development. A self-confessed geek, I enjoy taking things apart and figuring how it works. One of my passions is photography and I have a personal photo blog.