Downloading ICC

ICC Components

ICC has communications components for Twilio and Genesys. These components are used to integrate Appian interfaces with communication interactions. The following sub-sections provide instructions on how to obtain the communications components.

Cloud

Cloud customers who have purchased the Intelligent Contact Center Platform will have the Twilio and Genesys components installed automatically.

On-Premise

Go to the software downloads record on Appian Community to download the appropriate component add-on based on your communications provider.

Go to your particular release to download the appropriate component.

  • The Twilio Component add-on is available on release 18.2+.
  • The Genesys Component add-on is available on release 19.1+.

Once you've downloaded the add-on, simply unzip the contents in your <APPIAN_HOME> directory. This should be performed on every server where Appian is installed.

These add-ons can be hot deployed. No restart of Appian is required. It may take up to a minute before the add-on is recognized and can be used.

For customers that have purchased ICC and will be using Twilio Services, several downloads are required to continue with the enablement of contact center features. These downloads are available on the software downloads record on Appian Community for your particular release (18.2+). Please note that there are two different versions of the ICC Application. The following sections explain the differences between the versions and the intended use.

ICC Application

The ICC Application is a baseline that is intended to be used as the start of development for any ICC implementation. This application contains the core elements of ICC that are needed as part of live interactions. This does not contain any use case, allowing for designers to plug in their own into the Agent Dashboard.

Cloud

Cloud customers who have purchased the Intelligent Contact Center Platform will have the ICC Application installed automatically.

On-Premise

Go to the software downloads record on Appian Community for your particular release (18.2+) and download the ICC Application zip package. Unzip the package to access the following files which will be used in later setup steps:

  • Intelligent_Contact_Center_Application.zip - Application package to import into Appian
  • Intelligent_Contact_Center_Application.properties - Import customization file for configuring the application package
  • ICC_Dialogflow.zip - Google Dialogflow agent import file for configuring virtual agent and agent assist features
  • ICC_Schema_Creation.sql - SQL script for creating the tables needed for the ICC App (optimized for MySQL)

ICC Sample Application

The ICC Sample Application is an example of how ICC could be built. This includes a credit card use case and a fuller set of Dialogflow integrations to demonstrate the full capabilities of ICC. This is useful to be used in sandbox environments as a reference for designers. Obtaining the ICC Sample Application is the same for cloud and on premise customers.

Go to the software downloads record on Appian Community for your particular release (18.2+) and download the ICC Sample Application zip package. Unzip the package to access the following files which will be used in later setup steps:

  • Intelligent_Contact_Center_Application_Sample.zip - Application package to import into Appian
  • Intelligent_Contact_Center_Application_Sample.properties - Import customization file for configuring the application package
  • ICC_Dialogflow_Sample.zip - Google Dialogflow agent import file for configuring virtual agent and agent assist features
  • ICC_Schema_Creation_Sample.sql - SQL script for creating the tables needed for the ICC Sample App (optimized for MySQL)
  • ICC_Sample_Data.zip - SQL script for populating tables with sample data (optimized for MySQL). This is put in a zip package for smaller file size import into MySQL web console.
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