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 [...]

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:

[...]

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 [...]

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, [...]

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 [...]

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 [...]

Starting an IPA Process from a Handler

This week I’m Down Under in Melbourne, Australia, teaching an IPA Design and Implementation course.  Since I have servers at my disposal and a little time during labs, I decided to experiment a little with initiating a Process from a handler in conjunction with an inbound ACD call, so that a Work Item alerts on the agent’s queue just after he/she picks up the call.  The results are not perfect, but do show great promise and usefulness – I know other folks are creating fairly complicated solutions along the same lines.

I chose to place my functionality into the CustomACDPostAlert [...]

Multiple Page Work Items in IPA 3.0 SU12

With the release of IC 3.0 SU12 we now have a feature which many Interaction Process Automation (IPA) sites have been requesting for quite a while – the ability to add multiple pages to a Work Item.

The procedure for creating a new Work Item has not changed a lot, with the main addition to the dialog being a Name field for the particular page.  The main functionality change, in my mind, is the ability to specify actions which will run when the Work Item starts, when it transitions between pages, and when a page completes with a button press.  [...]

So What Can I Do With An Interaction Client Add-In?

Before we dig too deep into Add-Ins for the Interaction Client, it would be useful to cover the functionality that Add-Ins expose. Leave a comment and let me know which of these you’d like me to explore first in a future post. Each topic is followed by a list of relevant classes or interfaces, to help if you want to explore on your own.

Tracing (ITraceContext) Write messages out to the InteractionClient log file for post-mortem debugging. Desktop Alerts, or “toast windows” (INotificationService) Display a custom message in an alert window Making Calls (ICallService) Create a new outbound call interaction [...]

CIC Web Services?

Recently I’ve been playing around with creating my own web services to consume in a relatively new product of ours called Interaction Process Automation.    Our group has  also been exploring the use of web services in our newly developed web administration for 4.0 and we’ve created a few for some newly developed mobile applications.  So recently I’ve had web services on the brain and it seemed like a good topic for my first post on the Tech Lounge.

I’ve had many questions in the past about our plans to expose API’s to Customer Interaction Center in the form of Web Services. [...]