Downloading ICC

Customers

This section will explain what is needed to download ICC for both cloud an on-premise customers.

Cloud

Cloud customers who have purchased ICC will have ICC set up for them automatically on their cloud sites.

On-Prem

  1. Go to the software downloads record on Appian Community.
  2. Navigate to your version of Appian.
  3. In the section labeled ICC Downloads, download the ICC Components and ICC Application zip files.
  4. On your Appian server, navigate to the <APPIAN_HOME/_admin/plugins> directory.
    • Unzip the ICC Components file, and place all contents in this directory.

These components 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.

  1. Unzip the ICC Application 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 (optional)
    • ICC_Schema_Creation.sql - SQL script for creating the tables needed for the ICC App (optimized for MySQL)

Partners

This section will explain what is needed for partners to download ICC for both cloud an on-premise environments.

Cloud

As explained in the getting started overview, partners who have cloud environments must submit a support ticket to request deployment of the Twilio and Genesys components on their cloud sites. These components must be deployed to allow live communications with Twilio and Genesys.

In addition to the deployment of the components, you must download and unzip the ICC Application from the software downloads record on Appian Community for your Appian version.

On-Prem

  1. Go to the software downloads record on Appian Community.
  2. Navigate to your version of Appian.
  3. In the section labeled ICC Downloads, download the ICC Components and ICC Application zip files.
  4. On your Appian server, navigate to the <APPIAN_HOME/_admin/plugins> directory.
    • Unzip the ICC Components file, and place all contents in this directory.

These components 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.

  1. Unzip the ICC Application 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 (optional)
    • ICC_Schema_Creation.sql - SQL script for creating the tables needed for the ICC App (optimized for MySQL)
FEEDBACK