Interaction Recorder Policy Editor Help

Interaction Recorder Policy Editor Help
Printable Help
Interactive Intelligence Customer Interaction Center® (CIC)
2017 R2
January 27, 2017
Abstract
This document is a printable version of the Interaction Recorder Policy Editor Help.
Interaction Recorder Policy Editor Help
Printable Help
Table of Contents
Interaction Recorder Policy Editor ........................................................................................................................................................................... 1
Introduction .................................................................................................................................................................................................................. 1
About Interaction Recorder Policy Editor ........................................................................................................................................................ 1
About the Policy Editor User Interface .............................................................................................................................................................. 1
Initiation Policy ............................................................................................................................................................................................................ 2
About Initiation Policy ......................................................................................................................................................................................... 2
Creating an Initiation Policy .............................................................................................................................................................................. 2
Updating a Policy .................................................................................................................................................................................................. 9
Initiation Criteria Descriptions ...................................................................................................................................................................... 12
Retention Policy ....................................................................................................................................................................................................... 19
About Retention Policy .................................................................................................................................................................................... 19
Creating a Retention Policy ............................................................................................................................................................................ 19
Default Storage Location Policy ................................................................................................................................................................... 25
Updating a Policy ............................................................................................................................................................................................... 26
Retention Criteria Descriptions..................................................................................................................................................................... 28
Security Policy........................................................................................................................................................................................................... 36
About Security Policy ........................................................................................................................................................................................ 36
Creating a Security Policy ............................................................................................................................................................................... 36
Updating a Policy ............................................................................................................................................................................................... 42
Security Criteria Descriptions ........................................................................................................................................................................ 45
Copyright and Trademark Information .......................................................................................................................................................... 50
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Interaction Recorder Policy Editor
Introduction
Interaction Recorder Policy Editor is a single, simple user interface for creating Polices that manage recordings. Policy
settings for recordings include:
•
What are the interactions to be recorded?
•
Where recordings are stored and archived, and how long they are retained?
•
Who can access, play, score, export, and archive recordings?
For more information, see About Interaction Recorder Policy Editor.
About Interaction Recorder Policy Editor
Policy Editor is a single, simple, user interface for creating Interaction Recorder policies that manage recordings. Policy
settings for recordings include: What are the interactions to be recorded; Where recordings are stored and archived,
and how long they are retained; and Who can access, play, score, export, and archive recordings.
Use Policy Editor to create:
•
Initiation policies for determining What interactions are recorded
•
Retention policies for deciding Where recordings are stored and archived, and how long they are retained
•
Security policies for managing Who can access, play, score, export, and archive recordings
For more information on creating policies, see:
•
Creating an Initiation Policy
•
Creating a Retention Policy
•
Creating a Security Policy
For more information on using Policy Editor, see About the Policy Editor User Interface.
About the Policy Editor User Interface
Interaction Recorder Policy Editor provides a simple, straightforward, user interface to configure and update
Interaction Recorder Policies. The interface includes menus, pages, toolbars, and panes for that make it easy for you
to navigate when creating Policies.
To learn more about the Policy Editor user interface features, pause the mouse pointer over the menu bar, toolbar, or
panes on the graphic below, and click to display more information.
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Interaction Recorder Policy Editor Help Printable Help
Related Topics
About Interaction Recorder Policy Editor
Initiation Policy
About Initiation Policy
An Initiation Policy tells Interaction Recorder What interactions to record. Initiation policies are created in the
Interaction Recorder Policy Editor on the Initiation page. To learn more about Initiation polices, see Creating an
Initiation Policy.
Creating an Initiation Policy
Create an Initiation Policy to tell Interaction Recorder What interactions to record. Initiation policies are created in
Interaction Administrator under Interaction Recorder on the Policy Editor Configuration dialog, on the Initiation
page. Here's how to create an Initiation Policy.
Start Policy Editor
1.
2
From Interaction Administrator under Interaction Recorder, click Policy Editor.
Interaction Recorder Policy Editor
2.
In the Policy Editor pane, double-click Configuration.
3.
The Interaction Recorder Policy Editor dialog is displayed.
4.
Click the Initiation tab to display the page.
Create a New Initiation Policy
To create a new Initiation Policy, on the Initiation page toolbar, click New Policy
.
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Interaction Recorder Policy Editor Help Printable Help
The Edit Initiation Policy dialog is displayed, beginning with Step 1.
Step 1: Applies to the following entities
Use this page of the Edit Initiation Policy dialog to apply the policy to entities. You can assign any of the following
entities: Agent, Workgroup, Role, Station, or Line.
Applying Policies to Entities
You can apply this policy to all entities or you can select specific entities to apply the policy to.
Apply policy to all entities
To apply this policy to all entities:
1.
In the Name field, type a descriptive name for the policy.
2.
In the Step 1: Applies to the following entities box, the Filter legend lists the entity types and their icons.
To apply this policy to all entities, select the Applies to all entities check box.
In the Policy description pane, the entity description, This policy applies to everyone is displayed.
Apply policy to specific entities
To apply this policy to specific entities:
4
1.
In the Name field, type a descriptive name for the policy.
2.
Be sure the Applies to all entities check box is clear.
3.
In the Step 1: Applies to the following entities box, the Filter legend lists the entity types and their icons:
Agent, Workgroup, Role, Station, and Line. To reduce the number of entities returned in the search results,
clear the check boxes for the entities you do not want to include in the search. For example, if you know the
entity you are searching is a Role, clear the other check boxes.
4.
To apply this policy to specific entities, click in the Search for entities field.
Interaction Recorder Policy Editor
5.
In the Search for entities field, begin typing an entity name, for example the name of an Agent,
Workgroup, Role, Station, or Line. Entity names that match are displayed in a pop-up window. Note that
the entity type icon is displayed next to the entity name.
6.
In the pop-up window, click the entity to apply this policy to. The entity is displayed in the entity list box.
In the Policy description pane, the entity is added below the This policy applies to the following entities
descriptor.
7.
Continue adding entities using the Search for entities field.
Removing Entities from a Policy
To remove an entity from this policy, from the entity list box, select an entity and click Remove. The entity is removed
from the list box and also removed from the policy descriptor This policy applies to the following entities in the
Policy description pane.
Completing applying entities
The Policy description pane is updated as Initiation Policy settings are added and updated.
When the Policy description for applying Initiation Policies to entities is complete, click Next. The Edit Initiation
Policy dialog, Step 2: Restrict to these events is displayed.
Step 2: Restrict to these events
Use this page of the Edit Initiation Policy dialog to select the type of interactions to be recorded. Interactions for the
following events are recorded by default: Inbound call connected, Outbound call connected, Intercom call connected,
Inbound chat connected, Intercom chat connected, and Inbound e-mail. Use Step 2 to restrict the recording of the
interactions for these events.
Recording Any Interaction
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Interaction Recorder Policy Editor Help Printable Help
To record any interaction, be sure (Any interaction) is displayed in the Policy description pane, below the If the
following events occur. For Any interaction to be recorded, all check boxes for the events in Step 2 must be clear.
Restricting Recording to Specific Events
You can restrict recording to certain interactions by selecting specific events in the Step 2: Restrict to these events
box. To restrict the recording to specific events:
1.
In the Step 2: Restrict to these events box, select the events check boxes for the type of interaction you
want to record. For example, if you select Inbound call connected, all inbound call interactions will be
recorded. You can select one or more events for the types of interactions you want to record.
In the Policy description pane, the interactions to record are added below the If the following events
occur descriptor.
2.
Continue selecting events for which you want to record interactions.
Completing Interactions to be Recorded
When you have completed configuring the settings for interactions to be recorded, verify that the interactions you
want to record are listed in the Policy description pane under the If the following events occur descriptor.
Depending on your selections, the following events are displayed:
•
Inbound call
•
Outbound call
•
Intercom call
•
Inbound chat
•
Intercom chat
•
Inbound email
After you have verified your selections, click Next. The Edit Initiation Policy dialog, Step 3: Select criteria is
displayed.
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Interaction Recorder Policy Editor
Step 3: Select criteria
Use this page of the Edit Initiation Policy dialog to select criteria to restrict which interactions are recorded. The
criteria that can be selected to restrict the recording of interactions are:
•
<attribute> contains the value <value>
•
the listed <attributes> are not set
•
interactions between <start time> and <end time>
•
matches the following <day(s) of the week>
•
max number of recordings are less than <number> per <period>
•
randomly select <percent> of interactions per <period> per <user/system>, limiting to <max> interactions
•
interactions in the selected hours
•
call origin matches the following <regionalization location(s)>
Use this step to select criteria to restrict the recording of interactions.
Note You are not required to select criteria in Step 3. If no restrictions for recording interactions are required, do
not select any check boxes.
Selecting Criteria for Restricting Recordings
To select criteria that restricts the recording of interactions:
1.
In the Step 3: Select criteria box, select the check box for the criteria to use to determine when an
interaction is recorded.
In the Policy description pane, the criteria is added below the and the interaction meets the following
restrictions descriptor.
2.
In the Policy description pane, configure the criteria by clicking the variable. When you click a variable, a
pop-up window is displayed to enter a value for the variable.
Note When configuring a variable, to view a table with descriptions for the Criteria values, press F1 to
display the Help.
3.
Continue selecting criteria check boxes and configuring them in the Policy description pane.
Completing Criteria Selection
When you have completed configuring the recording criteria settings, verify that the criteria you want for recording
interactions are listed in the Policy description pane under the and the interaction meets the following
restrictions descriptor. Also be sure that the value for each criterion is configured.
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Interaction Recorder Policy Editor Help Printable Help
After you have verified your selections, click Next. The Edit Initiation Policy dialog, Step 4: Select actions is
displayed.
Step 4: Select Actions
Use this page of the Edit Initiation Policy dialog to apply Actions to interactions. Actions define how a Policy
executes. If an action is not defined for an initiation Policy, a warning message is displayed when you are creating the
Policy. If no actions are defined for a Policy, an ERROR message is displayed in the Policy Editor status bar.
The actions that can be selected to apply to interactions are:
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•
record agent side only
•
record the remote side only
•
record the interaction
•
record the screen with <seconds> lag time
•
record the chat transcript
•
send emails to <email list>
•
listen for keywords spoken by agent: <keywords>
•
listen for keywords spoken by customer: <keywords>
•
assign questionnaire to <questionnaire list>
•
set attribute on the recording
•
store interaction attribute to the recording
•
set tags to <tags>
•
encrypt the recording
•
stop processing more policies
Interaction Recorder Policy Editor
Selecting Actions for Interactions
Select actions to apply to interactions in the Step 4: Select actions box.
To select actions to apply to interactions:
1.
In the Step 4: Select actions box, select the check box for the action to apply to an interaction.
In the Policy description pane, the action is added below the perform the following actions descriptor.
2.
If a selected action requires configuring, a variable is displayed in the Policy description pane. To configure
the value, click the variable and a pop-up window is displayed.
Note When configuring a variable, to view a table with descriptions for the Criteria values, press F1 to
display the Help.
3.
Continue selecting action check boxes and configuring them in the Policy description pane.
Completing Action Selection
When you have completed configuring the action settings, verify that the actions you want for interactions are listed
in the Policy description pane under the perform the following actions descriptor. Also be sure that the value for
each criterion is configured.
After you have verified your selections, click Finished. The New Policy name is displayed in italics and selected in the
Policy pane, and the complete description is displayed in the Policy description pane.
Initiation Policy Overview
Click Overview to analyze the currently active Initiation policies to be sure your Initiation policies are recording and
evaluating the policy entities: Users, Stations, Roles, Workgroups, and Lines. Running Overview also ensures all the
users specified in your Initiation policies are licensed for Interaction Recorder access. And the Overview process warns
you if your Initiation policies contain Abandon Recording or Stop Processing actions. When running this process,
the Initiation Policy Overview dialog displays status information in Overview Progress, and presents the analysis
results in the Licensing Overview and the Recorded Overview tabs. For more information on Overview analysis, see
Initiation Policy Overview.
Saving a Policy
When you have completed creating a new Initiation Policy, and there are no errors, click Apply to save the Policy.
When you click Apply, the Policies are saved and the italics are removed from the name in the Policy list.
Next, see Updating a Policy for more information on configuring Policies.
Related Topics
Actions
Initiation Criteria Descriptions
Updating a Policy
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Interaction Recorder Policy Editor Help Printable Help
Use the Change Policy menu to make updates to a Policy or quickly add Actions to a Policy. To display the Change
Policy dialog, in the Policy Pane select a Policy and on the Policy Editor toolbar, click Change Policy.
The commands on the Change Policy menu allow you to:
•
Edit a Policy
•
Rename a Policy
•
Deactivate a Policy
•
Show Policy errors
•
Add an Action to a Policy
The Actions on the Change Policy menu allow you to add the following Actions to a Policy, based on the Policy Type
you are configuring:
•
Record
•
Encrypt
•
Abandon
•
E-mail
•
Questionnaire
•
Tags
•
Location
•
Retention
•
Delete
•
Score
•
Play
•
Retrieve
•
Stop Processing Policies
Edit a Policy
To edit a Policy:
1.
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Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
Interaction Recorder Policy Editor
2.
On the Change Policy menu click Edit Policy. The Edit Policy dialog is displayed.
3.
Use the Edit Policy dialog to make your changes.
You can also double-click a Policy in the Policy pane to display the Edit Policy dialog.
Rename a Policy
To rename a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Rename Policy. The Rename Policy dialog is displayed.
3.
In the name field, type your new name, and click OK.
Deactivate/Activate a Policy
To Deactivate a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Deactivate Policy. In the Policy pane, the check box for the Policy is
cleared.
You can also deactivate a Policy by clicking the selected check box in the Policy pane. The check is cleared and the
Policy is deactivated.
To Activate a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Activate Policy. In the Policy pane, the check box for the Policy is selected.
You can also activate a Policy by selecting the Policy check box in the Policy pane.
Show Errors
When there are errors in a Policy, to display the errors:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Show Errors. A window is displayed listing the Type of error and an
explanation of the error.
You can also display the errors for a Policy by right-clicking the Policy and on the shortcut menu click Show Errors.
Adding Actions to a Policy
To quickly add Actions to an existing Policy:
1.
Select the Policy in the Policy pane and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu, select an Action to apply to the Policy.
When you have completed updating a Policy, and there are no errors, click Apply to save the Policy. When you click
Apply, the Policies are saved and the italics are removed from the name in the Policy list. When updating Security
Policies, the changes take effect immediately when the Security Policy is applied.
Related Help
For additional information on updating policies, including using the toolbar buttons, see the Help for:
Interaction Recorder Policy Editor Initiation page
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Interaction Recorder Policy Editor Help Printable Help
Interaction Recorder Policy Editor Retention page
Interaction Recorder Policy Editor Security page
Initiation Criteria Descriptions
When selecting criteria and configuring variables for Initiation policies, refer to the following tables for descriptions of
criteria and variable values.
Initiation Policy Step 3 Criteria Descriptions
The following table describes the details for configuring variables when setting criteria values in the Policy
description pane. Variables are configured in a pop-up window when you click the variable below the and the
interaction meets the following restrictions descriptor. The following criteria appear in the Policy description pane
when the criterion is selected.
Criteria for Step 3: Select criteria
Criterion
Description
Attribute
Configure the attribute
variable to select which
interactions are recorded.
In the Edit Attribute popup window, use the dropdown list to select a
custom attribute to
configure for this
criterion.
Value
In the Edit Value pop-up
window, enter a value for
the attribute selected for
this criterion.
<attribute> contains the value
<value>
To add additional attributes and values for this criterion, click
[Add]. To remove an attribute and value for this criterion, click
[Remove].
Configure the Attribs
variable to select which
interactions are recorded
when a custom attribute is
not set. In the Attributes
Editor pop-up window,
use the Enter an attribute
drop-down list to select a
custom attribute, and then
click Add. The attribute is
added to the attribute list.
To remove an attribute
from the list, select the
attribute in the list and
click Remove.
the following attributes are not set
<Attribs>
Attribs
interactions between 12:00 AM and
12:00 AM
Configure the time variables to set the start and stop times for
the recording of interactions.
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Interaction Recorder Policy Editor
matches 0 days(s) in the week
12:00 AM
In the Time Editor pop-up
window, in the Time box,
use the up and down
arrows to set the hours
and minutes to start
recording.
12:00 AM
In the Time Editor pop-up
window, in the Time box,
use the up and down
arrows to set the hours
and minutes to stop
recording.
Configure the days variable to select which days of the week
interactions are recorded. In the Select days of week pop-up
window, select the check boxes next to the days of the week to
record interactions.
Use this criterion to restrict the number of interactions recorded
during a period of time by system or agent.
count
In the Edit Count pop-up
window, type a number for
the maximum number of
interactions to be recorded
for this policy.
Hour
In the Select Period popup window, in the Select
the period box, choose
the time period to record
interactions for the count
specified in this criterion.
The available time periods
are: Hour, Day, Week,
Month, or Year.
system
Use the system toggle
variable to switch between
recording interactions by
system or agent.
max number of recordings is less than
<count> per Hour per system
Use this criterion to randomly select a number of interactions to
record during a period of time by system or agent.
randomly select 100% of interactions
per hour per system, limiting to 1
interactons
100%
In the Edit Percent popup window, type a number
for the percent of random
interactions to be recorded
for this policy.
hour
In the Select Period popup window, in the Select
the period box, choose
the time period to record
interactions for the
percent specified in this
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Interaction Recorder Policy Editor Help Printable Help
criterion. The available
time periods are: Hour,
Day, Week, Month, or
Year.
system
Use the system toggle
variable to switch between
recording interactions by
system or agent.
1 (edit max)
In the Edit Max pop-up
window, type a number for
the total number of
expected interactions for
the time period set for this
criterion.
Use this criterion to configure the exact hours to record
interactions in a day.
matches 0 hour(s) in a day
In the Select hours pop-up window, select the specific hours in a
day to record interactions.
call origin matches regionalization
locations: <locations>
Configure the locations variable to select which locations
are recorded. In the Locations dialog, in the Available
Locations box, select the locations, and click Add. The
locations are displayed in the Selected Locations box.
(no restrictions)
This is the default setting for Step 3. If no restrictions for
recording interactions are required, and you have not selected
any check boxes, no restrictions is displayed under the
descriptor for this step.
Initiation Policy Step 4 Action Descriptions
The following table describes the details for configuring variables when setting action values in the Policy
description pane. Variables are configured in a pop-up window when you click the variable below the perform the
following actions descriptor. The following criteria appear in the Policy description pane when the action is selected.
Actions for Step 4: Select actions
Action
Description
record agent side only
When this action is selected, only the agent's side of the interaction is
recorded.
record remote side only
When this action is selected, only the remote side of the interaction is
recorded.
record the interaction
This action records both sides of the interaction.
record the agent's screen with When this action is selected, the agent's screen is recorded.
the Default lag time
The default lag time is set in Interaction Recorder Screen Recording in
Interaction Administrator. Use this action to set a lag time by recording.
To set a lag time, click Default. On the Edit Lag Time dialog, clear the
Use Default check box. Enter a Lag time value in the Lag time is field.
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Interaction Recorder Policy Editor
record the chat transcript
This action records the chat
encrypt the recording
When this action is selected the recording is encrypted.
If a call is being recorded using Proactive Recording with no encryption,
the call cannot be encrypted using an Initiation Policy. When an Initiation
Policy tries to encrypt a Proactive Recording, a warning is registered in
the system event log. See the following note for details.
Note
When Use Proactive Recording is selected in Interaction
Administrator Line Configuration, the Encrypt Recordings setting
overrides the Interaction Recorder Policy Editor Initiation Policy
action, Encrypt the Recording.
For example, if an Interaction Recorder Initiation Policy is not
configured to Encrypt the Recording and the Interaction
Administrator Line Configuration is set to Use Proactive
Recording and Encrypt Recordings is selected, the line
configuration setting overrides the Interaction Recorder Initiation
Policy setting and the recording is encrypted.
Conversely, if an Interaction Recorder Initiation Policy is
configured to Encrypt the Recording and the Interaction
Administrator Line Configuration is set to Use Proactive
Recording but Encrypt Recordings is not selected, the line
configuration setting overrides the Interaction Recorder Initiation
Policy setting and the recording is not encrypted.
A conflicting record call request logs a Configuration Error
warning message in the Application log.
send emails to <email list>
This action sends a notification to an e-mail list that an interaction was
recorded.
On the Edit EMail List pop-up window, click To or CC to create an e-mail
distribution list for this action. Click Reply to specify an e-mail address to
reply to.
Note If the Initiation Policy is set to send an e-mail, but no recording is
made for the interaction, an e-mail is sent with a recording ID of "No
Recording Produced."
listen for keywords spoken by During a call, this action listens for keywords that are spoken by an agent.
agent: <none>
Configure this action to specify which keyword sets to use for the policy.
When you click the variable none, the Agent Analyzer Keyword Sets
dialog is displayed. From the list of Available Keyword Sets, add
keyword sets to the Selected Keyword Sets list for this action. The Agent
Analyzer Keyword Sets for this action are only selecting keyword sets for
the Agent.
Information about cumulative Keyword sets, keyword sets that include
both Agent and Customer keywords, are displayed in the bottom pane of
the dialog. This information includes: Language, Agent Keywords,
Customer Keywords, Total Keyword Count, and Exceeds Keyword Count
Limit. The Total keyword counts for a policy is limited to 50 keywords.
The total keyword count for a Language is the combination of the
keyword counts from all of the Keyword Sets selected in this Agent
action plus the keyword counts from the Customer action, if included in
the policy.
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Interaction Recorder Policy Editor Help Printable Help
For information on creating Keyword Sets, see the Interaction Analyzer
Technical Reference in the Documentation Library.
Important Notes
16
•
Initiation policies that include Analyzer Keyword Sets are
combined when a call is received. For example, if Policy A has a
keyword set Polite Phrases for the Agent and Policy B has a
keyword set Rude Phrases for the Agent and both polices apply
to a call, Agents on that call will be spotted with the keyword
sets Polite Phrases and Rude Phrases. If the combination of
Keyword Sets from multiple Initiation policies causes the
keyword count to exceed the configured maximum keywords
per language, an error is logged and no keyword spotting
occurs. The default Analyzer Maximum Keyword Count server
parameter default value is 50. The value for this server
parameter can be changed in Interaction Administrator.
•
If a keyword count configuration on a call exceeds the maximum
allowed, an error is logged in one or two places: an error is
logged in the recorder server trace logs for every call whose
configuration exceeds the maximum keyword count, and a
Windows Event Log error is logged once an hour. For example,
if during the course of 8 hours there were 100 calls per hour
that had configurations that exceeded the maximum keyword
count, then at the end of those 8 hours there would be 800
errors in the recorder server trace logs and 8 errors logged in
the Windows Event Log.
•
When a policy turns keyword spotting on for a call, it remains
on for the duration of the recording, even if a call is transferred.
Policies can be configured to turn off keyword spotting by using
the default keyword set selection <none>. If the Policy action
value is set to <none> for either the Agent or the Customer
and no other policy that applies to the call contains Keyword
Sets for the Agent or Customer, then the <none> selection
forces keyword spotting off, and no keywords are added to the
combined Initiation Policies. To turn keyword spotting off when
a call is transferred to a specific agent, station, role, or
workgroup, set the Policy action to <none>.
•
Intercom call keyword spotting behaves differently than
keyword spotting for inbound and outbound calls. Intercom
calls consist of two internal users: the user initiating the call and
the user receiving the call. IC does not support applying both
users’ keyword spotting policies for intercom calls. For intercom
calls, IC applies the receiving user’s keyword spotting policies.
As a result, only the keyword sets that were configured by the
receiving user’s policy actions listen for keywords spoken by
agent and listen for keywords spoken by customer are used
to listen for keywords spoken during intercom calls. When the
receiving user’s keyword spotting actions are applied, the
receiving user is spotted for agent keywords, and the initiating
user is spotted for customer keywords.
•
For details on identifying recordings for evaluation based on
Spotted Keywords and Phrases, see "Appendix F: Identify
Interaction Recorder Policy Editor
Recordings by Spotted Keywords and Phrases for Evaluation" in
the Interaction Recorder Technical Reference in the CIC
Documentation Library.
listen for keywords spoken by
During a call, this action listens for keywords that are spoken by a
customer: <none>
customer. Configure this action to specify which keyword sets to use for
the policy.
When you click the variable none, the Agent Analyzer Keyword Sets dialog
is displayed. From the list of Available Keyword Sets, add keyword sets to
the Selected Keyword Sets list for this action. The Customer Analyzer
Keyword Sets for this action are only selecting keyword sets for the
Customer.
Information about cumulative Keyword sets, keyword sets that include
both Agent and Customer keywords, are displayed in the bottom pane of
the dialog. This information includes: Language, Agent Keywords,
Customer Keywords, Total Keyword Count, and Exceeds Keyword Count
Limit. The Total keyword counts for a policy is limited to 50 keywords. The
total keyword count for a Language is the combination of the keyword
counts from all of the Keyword Sets selected in this Customer action plus
the keyword counts from the Agent action, if included in the policy.
For information on creating Keyword Sets, see the Interaction Analyzer
Technical Reference in the CIC Documentation Library.
Important Notes
•
Initiation policies that include Analyzer Keyword Sets are
combined when a call is received. For example, if Policy A has a
keyword set Polite Phrases for the Agent and Policy B has a
keyword set Rude Phrases for the Agent and both polices apply
to a call, Agents on that call will be spotted with the keyword
sets Polite Phrases and Rude Phrases. If the combination of
Keyword Sets from multiple Initiation policies causes the
keyword count to exceed the configured maximum keywords
per language, an error is logged and no keyword spotting
occurs. The default Analyzer Maximum Keyword Count server
parameter default value is 50. The value for this server
parameter can be changed in Interaction Administrator.
•
If a keyword count configuration on a call exceeds the maximum
allowed, an error is logged in one or two places: an error is
logged in the recorder server trace logs for every call whose
configuration exceeds the maximum keyword count, and a
Windows Event Log error is logged once an hour. For example,
if during the course of 8 hours there were 100 calls per hour
that had configurations that exceeded the maximum keyword
count, then at the end of those 8 hours there would be 800
errors in the recorder server trace logs and 8 errors logged in
the Windows Event Log.
•
When a policy turns keyword spotting on for a call, it remains
on for the duration of the recording, even if a call is transferred.
Policies can be configured to turn off keyword spotting by using
the default keyword set selection <none>. If the Policy action
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Interaction Recorder Policy Editor Help Printable Help
value is set to <none> for either the Agent or the Customer
and no other policy that applies to the call contains Keyword
Sets for the Agent or Customer, then the <none> selection
forces keyword spotting off, and no keywords are added to the
combined Initiation Policies. To turn keyword spotting off when
a call is transferred to a specific agent, station, role, or
workgroup, set the Policy action to <none>.
assign questionnaire to
<questionnaire list>
•
Intercom call keyword spotting behaves differently than
keyword spotting for inbound and outbound calls. Intercom
calls consist of two internal users: the user initiating the call and
the user receiving the call. IC does not support applying both
users’ keyword spotting policies for intercom calls. For intercom
calls, IC applies the receiving user’s keyword spotting policies.
As a result, only the keyword sets that were configured by the
receiving user’s policy actions listen for keywords spoken by
agent and listen for keywords spoken by customer are used
to listen for keywords spoken during intercom calls. When the
receiving user’s keyword spotting actions are applied, the
receiving user is spotted for agent keywords, and the initiating
user is spotted for customer keywords.
•
For details on identifying recordings for evaluation based on
Spotted Keywords and Phrases, see "Appendix F: Identify
Recordings by Spotted Keywords and Phrases for Evaluation" in
the Interaction Recorder Technical Reference in the CIC
Documentation
Library.
This action assigns an active questionnaire to the questionnaire list
associated with a recording. In the Assign Questionnaire dialog, select
the questionnaire from the questionnaire list.
To select this questionnaire for calibration, select the Mark for
calibration check box.
To require the scored user's signature for the completed questionnaire,
select the Require agent signoff check box.
Next, to assign the questionnaire to a scoring user, in the Select scoring
user box, in the Search for entities field, begin typing the name of an
entity: Agent, Workgroup, or Role. Entity names that match are displayed
in a pop-up window. Note that the entity type icon is displayed next to
the entity name. A Filter legend lists the entity types and their icons. To
reduce the number of entities returned in the search results, clear the
check boxes for the entities you do not want to include in the search. In
the pop-up window, click the entity to apply this questionnaire to. The
entity is displayed in the entity list box. Continue adding entities using
the Search for entities field. These entities will be selected by roundrobin. To remove an entity from the list, select an entity and click
Remove.
set attribute <attribute> on
the recording to <value>
18
Configure this action to set a custom attribute for a recording.
attribute
In the Edit
Attribute
pop-up
window, type
or select a
Interaction Recorder Policy Editor
name for the
custom
attribute.
value
In the Edit
Value pop-up
window, enter
a value for
the attribute
selected for
this action.
store interaction attribute
Configure this action to assign a custom attribute to the recording. In the
<attribute> to the recording Edit Attribute pop-up window, type or select a name for the custom
attribute to be stored with the recording.
set tags to <Tags>
Use this action to create tags for an interaction recording. In the Tags
Editor pop-up window, type or select a tag name and click Add. All the
tags created in the Tags Editor list are displayed in the Policy description
pane.
abandon recording
Select the abandon recording action to specify that certain users,
workgroups, or roles should not be recorded. If an interaction matches
multiple policies, and one of the policies has the abandon recording
action, the interaction will not be recorded.
stop processing more policies Add this action to a Policy to stop processing policies that follow it. The
order of a policy is set in the Policy pane, using the up and down arrows.
Related Topics
Creating an Initiation Policy
Retention Policy
About Retention Policy
A Retention Policy tells Interaction Recorder Where recordings are stored and archived and how long they are
retained. Retention policies are created in the Interaction Recorder Policy Editor on the Retention page. To learn
more about Retention polices, see Creating a Retention Policy.
Creating a Retention Policy
Create Retention Policies to configure where recordings are stored, when they should be archived, and how long they
are retained. After Retention Policies evaluate a recording, in order for the recording to be re-evaluated by the
Retention Policies, be sure to create a Retention Policy with the re-evaluation action. This action allows the recording
to be re-evaluated by Retention Policies. Retention policies are created in Interaction Administrator under Interaction
Recorder on the Policy Editor Configuration dialog, on the Retention page. Here's how to create a Retention Policy.
Start Policy Editor
1.
From Interaction Administrator under Interaction Recorder, click Policy Editor.
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Interaction Recorder Policy Editor Help Printable Help
20
2.
In the Policy Editor pane, double-click Configuration.
3.
The Interaction Recorder Policy Editor dialog is displayed.
Interaction Recorder Policy Editor
4.
Click the Retention tab to display the page.
The Retention page is displayed, showing the Default Storage Location Policy.
Create a New Retention Policy
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Interaction Recorder Policy Editor Help Printable Help
To create a new Retention Policy, on the Retention page toolbar, click New Policy
The Edit Retention Policy dialog is displayed, beginning with Step 1.
.
Step 1: Select criteria
Use this page of the Edit Retention Policy dialog to select retention criteria for a recorded interaction. The criteria
that can be selected to retain a recorded interaction are:
22
•
<attribute> contains the value <value>
•
the listed <attributes> are not set
•
recordings between <start date> and <end date>
•
recording length is <more/less> than <duration>
•
agent matches the following <agents>
•
media location matches the following <media locations>
•
matches the following <workgroup>
•
media type is <Type>
•
Tracker participant is <participant>
Interaction Recorder Policy Editor
•
tag matches the following <tags>
•
the listed <tags> are not set
•
matches the following <wrapup code>
•
recordings that are <more/less> than <period> old
•
recording is <older/newer> than <duration> <period> old
•
recording has been archived: <true/false>
•
is a snippet recording: <true/false>
Note If no criteria are selected, the policy applies to all recordings.
Selecting Criteria for Retaining Recordings
Select the retention criteria for recordings in the Step 1: Select criteria box.
To select retention criteria for interaction recordings:
1.
In the Name field, type a descriptive name for the policy.
2.
In the Step 1: Select criteria box, select the check box for the criteria to use for retention settings for
recorded interactions.
In the Policy description pane, the criteria is added below the if the interaction meets the following
criteria descriptor.
3.
In the Policy description pane, configure the criteria by clicking the variable. When you click a variable, a
pop-up window is displayed to enter a value for the variable.
Note When configuring a variable, to view a table with descriptions for the Criteria values, press F1 to
display the Help.
4.
Continue selecting criteria check boxes and configuring them in the Policy description pane.
Completing Criteria Selection
When you have completed configuring the retention criteria settings, verify that the criteria you want for retaining
recording interactions are listed in the Policy description pane under the if the interaction meets the following
criteria descriptor. Also be sure that the value for each criterion is configured.
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Interaction Recorder Policy Editor Help Printable Help
After you have verified your selections, click Next. The Edit Retention Policy dialog, Step 2: Select actions is
displayed.
Step 2: Select actions
Use this page of the Edit Retention Policy dialog to apply retention Actions to recordings. Actions define how a
Policy executes. If an action is not defined for a retention Policy, a warning message is displayed when you are
creating the Policy. If no actions are defined for a Policy, an ERROR message is displayed in the Policy Editor status
bar.
The retention actions that can be selected to apply to recordings are:
•
assign questionnaire to <questionnaire list>
•
clear the attribute on the recording
•
set attribute on the recording
•
remove tags
•
set tags to <tags>
•
store media at <media location>
•
re-evaluate retention policies in <time period>
•
purge the recording or media only
•
archive recordings to <location> for <volume_prefix> with chunks of <size>
•
stop processing more policies
Selecting Actions for Recordings
Select retention actions to apply to recordings in the Step 2: Select actions box.
To select actions to apply to recordings:
24
Interaction Recorder Policy Editor
1.
In the Step 2: Select actions box, select the check box for the retention action to apply to a recording.
In the Policy description pane, the action is added below the perform the following actions descriptor.
2.
If a selected action requires configuring, a variable is displayed in the Policy description pane. To configure
the value, click the variable and a pop-up window is displayed.
Note When configuring a variable, to view a table with descriptions for the Criteria values, press F1 to
display the Help.
3.
Continue selecting action check boxes and configuring them in the Policy description pane.
Completing Action Selection
When you have completed configuring the action settings, verify that the retention actions you want for recordings
are listed in the Policy description pane under the perform the following actions descriptor. Also be sure that the
value for each criterion is configured.
After you have verified your selections, click Finished. The New Policy name is displayed and selected in the Policy
pane, and the complete description is displayed in the Policy description pane.
Saving a Policy
When you have completed creating a new Retention Policy, and there are no errors, click Apply to save the Policy.
When you click Apply, the Policies are saved and the italics are removed from the name in the Policy list.
Next, see Updating a Policy for more information on configuring Policies.
Related Topics
Actions
Retention Criteria Descriptions
Default Storage Location Policy
If you used IC Setup Assistant to configure the Default Storage Location, the directory you specified is configured in a
Default Storage Location Retention policy. This Retention policy was created automatically, and is displayed on the
Retention page.
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Interaction Recorder Policy Editor Help Printable Help
To change the default storage for compressed and processed recordings, edit the value for store media at in the
Policy description pane.
Note We highly recommend that the stored recordings media location be a valid UNC path. This is necessary
because there might be multiple IC Servers and Interaction Recorder servers requesting recording files from one
another. To set the <media location> variable to a valid UNC path, on the Select Folder pop-up window, type a
UNC path.
Related Topics
Creating a Retention Policy
Updating a Policy
Use the Change Policy menu to make updates to a Policy or quickly add Actions to a Policy. To display the Change
Policy dialog, in the Policy Pane select a Policy and on the Policy Editor toolbar, click Change Policy.
The commands on the Change Policy menu allow you to:
26
•
Edit a Policy
•
Rename a Policy
•
Deactivate a Policy
Interaction Recorder Policy Editor
•
Show Policy errors
•
Add an Action to a Policy
The Actions on the Change Policy menu allow you to add the following Actions to a Policy, based on the Policy Type
you are configuring:
•
Record
•
Encrypt
•
Abandon
•
E-mail
•
Questionnaire
•
Tags
•
Location
•
Retention
•
Delete
•
Score
•
Play
•
Retrieve
•
Stop Processing Policies
Edit a Policy
To edit a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Edit Policy. The Edit Policy dialog is displayed.
3.
Use the Edit Policy dialog to make your changes.
You can also double-click a Policy in the Policy pane to display the Edit Policy dialog.
Rename a Policy
To rename a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Rename Policy. The Rename Policy dialog is displayed.
3.
In the name field, type your new name, and click OK.
Deactivate/Activate a Policy
To Deactivate a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Deactivate Policy. In the Policy pane, the check box for the Policy is
cleared.
You can also deactivate a Policy by clicking the selected check box in the Policy pane. The check is cleared and the
Policy is deactivated.
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Interaction Recorder Policy Editor Help Printable Help
To Activate a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Activate Policy. In the Policy pane, the check box for the Policy is selected.
You can also activate a Policy by selecting the Policy check box in the Policy pane.
Show Errors
When there are errors in a Policy, to display the errors:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Show Errors. A window is displayed listing the Type of error and an
explanation of the error.
You can also display the errors for a Policy by right-clicking the Policy and on the shortcut menu click Show Errors.
Adding Actions to a Policy
To quickly add Actions to an existing Policy:
1.
Select the Policy in the Policy pane and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu, select an Action to apply to the Policy.
When you have completed updating a Policy, and there are no errors, click Apply to save the Policy. When you click
Apply, the Policies are saved and the italics are removed from the name in the Policy list. When updating Security
Policies, the changes take effect immediately when the Security Policy is applied.
Related Help
For additional information on updating policies, including using the toolbar buttons, see the Help for:
Interaction Recorder Policy Editor Initiation page
Interaction Recorder Policy Editor Retention page
Interaction Recorder Policy Editor Security page
Retention Criteria Descriptions
When selecting criteria and configuring variables for Retention policies, refer to the following tables for descriptions
of criteria and variable values.
Retention Policy Step 1 Criteria Descriptions
The following table describes the details for configuring variables when setting retention criteria values in the Policy
description pane. Variables are configured in a pop-up window when you click the variable below the if the
interaction meets the following criteria descriptor. The following criteria appear in the Policy description pane
when the criterion is selected.
Criteria for Step 1: Select Criteria
Criterion
<attribute> contains the value,
<value>
28
Description
Attribute
Configure the attribute
variable to select which
recordings apply to this
Interaction Recorder Policy Editor
retention policy. In the Edit
Attribute pop-up window,
use the drop-down list to
select a custom attribute
to configure for this
criterion.
Value
In the Edit Value pop-up
window, enter a value for
the attribute selected for
this criterion.
To add additional attributes and values for this criterion, click
[Add]. To remove an attribute and value for this criterion, click
[Remove].
the following attributes are not set
<Attribs>
Attribs
Configure the Attribs
variable to select which
recordings apply to this
policy when a custom
attribute is not set. In the
Attributes Editor pop-up
window, use the Enter an
attribute drop-down list
to select a custom
attribute, and then click
Add. The attribute is
added to the attribute list.
To remove an attribute
from the list, select the
attribute in the list and
click Remove.
Configure the variables for this criterion to select which
recordings, within a date range, apply to this retention policy.
recordings between <start date>
and <end date>
start date
In the Date Editor pop-up
window, select a start date
from the drop-down
calendar.
end date
In the Date Editor pop-up
window, select an end date
from the drop-down
calendar.
Configure this variable to apply this retention policy to recordings
with a specific length.
recording length is less than 0
seconds
In the Compare Recording Length pop-up window, configure
the first part of this setting. In the Recording length is dropdown list, select either less than or greater than.
To configure the next setting for this criterion, in the seconds
box, type the number of seconds or use the up and down arrows
to select a number.
agent matches one of the following
[Modify]
Configure this variable to select which agents to apply this
retention policy to. In the Select Agents pop-up window, begin
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Interaction Recorder Policy Editor Help Printable Help
typing an agent name in the Search for agents box. Agent
names that match are displayed in a pop-up window. When you
select an agent in the pop-up, it is added to the agent list.
Configure this variable to apply this retention policy to recordings
media location matches the following that are located in a specific folder. In the Select Folder pop-up
<media locations>
window, select a folder from the drop-down list. You can also
browse for a folder using the ellipsis button.
matches following <workgroup>
media type is <media type>
Configure the <workgroup> variable to select which workgroups
to apply this retention policy to. In the Select Workgroups popup window, begin typing a workgroup name in the Search for
workgroups box. Workgroup names that match are displayed in
a pop-up window. When you select a workgroup in the pop-up, it
is added to the workgroup list.
Configure this variable to apply this retention policy to recordings
with specific media types. In the Select Media type pop-up
window, select the media type. Multiple media types can be
selected. The available media types are: Call, Chat, EMail, and
Screen.
Configure this variable to select which Tracker participants to
apply this retention policy to. In the Select Remote Parties popup window. A Filter legend lists the remote party types and their
icons. To reduce the number of entities returned in the search
results, clear the check boxes for the entities you do not want to
matches one of the following Tracker
include in the search.
participants [Modify]
Begin typing a name in the Search for remote parties box.
Names that match are displayed in a pop-up window. Note that
the remote party type icon is displayed next to the remote party
name. When you select a remote party in the pop-up, it is added
to the remote parties list.
tag matches the following <Tags>
Configure the <Tags> variable to select Tags, which are
associated with recordings that you want to apply this retention
policy to. In the Tags Editor pop-up window, in the Enter a tag
box, type or select a tag name, and click Add to include the name
in the Tags Editor list. All the tags created in the Tags Editor list
are displayed in the Policy description pane.
Configure this variable to apply this retention policy to recordings
that do not have these tags associated with them. In the Tags
Editor pop-up window, in the Enter a tag box, type or select a
the following tags are not set <Tags>
tag name, and click Add to include the name in the Tags Editor
list. All the tags created in the Tags Editor list are displayed in the
Policy description pane.
wrapup code is <wrapup codes>
recordings that are older than today
30
Configure the variable for this criterion to select which wrap-up
codes apply to this retention policy.
In the Select Wrapup Codes pop-up window, select the wrap-up
codes to apply to this retention policy.
Configure the variable for this criterion to select which recordings,
within a date range, apply to this retention policy.
To configure the first field in the Select Date Range pop-up
window, in the drop-down list, select either older than or within.
Interaction Recorder Policy Editor
To configure the second field in the Select Date Range pop-up
window, in the drop-down list, select the period of time. The
available options are: today, this week, this month, this quarter,
this year.
recording is older than 0 day old
Configure the variables for this criterion to select which
recordings are within or older than the specified period of time. In
the Compare Recording Age first drop-down list, select older
than or within. In the next box, type a number for the period of
time. In the last drop-down list, select the period of time. The
options are: Hour, Day, Week, Month, or Year.
recording has been archived: false
Configure the variable for this criterion to select which recordings
have or have not been archived. Click the variable and toggle to
true or false.
is a snippet recording: false
Configure the variable for this criterion to apply this retention
policy for snippet recordings.
To apply the policy to snippet recordings, click the variable and
toggle to true.
Retention Policy Step 2 Action Descriptions
The following table describes the details for configuring variables when setting retention action values in the Policy
description pane. Variables are configured in a pop-up window when you click the variable below the perform the
following actions descriptor. The following criteria appear in the Policy description pane when the action is selected.
Actions for Step 2: Select actions
Action
Description
assign questionnaire to <questionnaire list> This action assigns an active questionnaire to the
questionnaire list associated with a recording. In the
Assign Questionnaire dialog, select the questionnaire
from the questionnaire list.
To select this questionnaire for calibration, select the
Mark for calibration check box.
To require the scored user's signature for the completed
questionnaire, select the Require agent signoff check
box.
Next, to assign the questionnaire to a scoring user, in the
Select scoring user box, in the Search for entities field,
begin typing the name of an entity: Agent, Workgroup, or
Role. Entity names that match are displayed in a pop-up
window. Note that the entity type icon is displayed next
to the entity name. A Filter legend lists the entity types
and their icons. To reduce the number of entities
returned in the search results, clear the check boxes for
the entities you do not want to include in the search. In
the pop-up window, click the entity to apply this
questionnaire to. The entity is displayed in the entity list
box. Continue adding entities using the Search for
entities field. These entities will be selected by round-
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Interaction Recorder Policy Editor Help Printable Help
robin. To remove an entity from the list, select an entity
and click Remove.
Note When assigning a Role, the maximum number of
Roles that can be configured for a Retention policy is 300.
clear attribute <attribute> on the recording Configure this action to remove a custom attribute from
recordings. In the Edit Attribute type or select a name of
the custom attribute to be removed from recordings. To
add an additional criterion to clear an attribute from a
recording, click [Add]. To remove the criteria list, click
[Remove].
set attribute <attribute> on the recording to Configure this action to set a custom attribute for a
<value>
recording.
attribute
In the Edit
Attribute
pop-up
window,
type or
select a
name for
the
custom
attribute.
value
In the Edit
Value
pop-up
window,
enter a
value for
the
attribute
selected
for this
action.
remove the following tags <tags>
Use this action to remove tags from an interaction
recording. In the Tags Editor pop-up window, type or
select a name for the tag to be removed, and click Add.
The name of the tag to be removed from recordings is
added to the list. This is a list of tags that will be removed
from recordings for this policy.
set tags to <Tags>
Use this action to create tags for an interaction recording.
In the Tags Editor pop-up window, type or select a tag
name and click Add. All the tags created in the Tags
Editor list are displayed in the Policy description pane.
store media at <media location>
Configure this variable to store a recording in a specific
folder, or to select an Amazon S3 location to store your
recording. In order to view a screen recording in
the playback window, the action Store Media at
executes before the action Archive Recording to
when both actions are in the same Retention
Policy.
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Interaction Recorder Policy Editor
Note All Amazon S3 communication uses HTTPS
protocol.
Select a Folder
To select a specific folder to store the recording, click the
media location variable, and in the Select Folder popup window select a folder from the drop-down list. You
can also browse for a folder using the ellipsis button.
Notes
- We highly recommend that the stored recordings media
location be a valid UNC path. This is necessary because
there might be multiple IC Servers and Interaction
Recorder servers requesting recording files from one
another. To set the <media location> variable to a valid
UNC path, on the Select Folder pop-up window, type a
UNC path.
- If a Retention policy includes both the "store media at"
action and the "purge the media only" action, the "store
media at" action is not executed.
Amazon S3 location
To store a recording using Amazon Simple Storage
Service (Amazon S3), select the check box Amazon S3
location.
Next, select a Bucket from the drop-down list and in the
Subfolder field type a name for the subfolder where the
recordings will be stored.
Note
Amazon S3 location Buckets are configured in Interaction
Administrator and are available in the Bucket list. For more
information about configuring Buckets, see "Cloud Services
Configuration" in the Interaction Recorder and Interaction
Quality Manager Technical Reference.
You can also configure a new Amazon S3 Bucket in Policy Editor
from the Bucket drop-down list. To do this, select <Configure>
and on the Bucket Configuration dialog, add the Amazon
account information for the new Bucket. In the Region Endpoint
list, select the region where recordings are stored or accessed.
This information helps reduce data latency when you access or
store recordings with the Amazon S3 service. Note that Amazon
is still adding regions for Amazon S3 version 4. If the region you
need is not available in this list, please contact your Interactive
Intelligence support representative. We will work to add that
region to this list.
Click Test to validate the proper access level for the specified
account credentials.
For information on Amazon Simple Storage Service, see
Amazon Web Services at http://aws.amazon.com/s3.
re-evaluate retention policies in Never
After Retention Policies evaluate a recording, in order for
the recording to be re-evaluated by the Retention
Policies, be sure to create a Retention Policy with the re-
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Interaction Recorder Policy Editor Help Printable Help
evaluation action. This action allows the recording to be
re-evaluated by Retention Policies.
Configure this variable to set the re-evaluation time
period for a recording. In the Edit Re-evaluation Period
pop-up window, select the time period from the dropdown list. The available re-evaluation time periods are:
Never or Duration.
When you select Duration, values are displayed. You can
set the re-evaluation duration by Minutes, Hours, Days,
Weeks, Months, Quarters, or Years.
Note When a recording matches multiple Retention
Policies, the policy with the shortest re-evaluation time
interval is used to re-evaluate the recording. For example
if a recording matches three retention policies, one with a
3-day re-evaluation interval, another with a 30-day reevaluation interval, and another policy matches with a 1year re-evaluation interval, the recording will be reevaluated in 3 days.
purge the recording and media
Configure this variable to purge a recording and media
for a recording, or to only purge the media for a
recording. Media refers to the actual audio or video
recording, and recording and media refers to the audio or
video recording and the database records. If you purge
the media only, the database records remain for
reporting purposes.
To purge the audio or video and the database records,
click the variable and toggle to recording and media.
To purge only the audio or video recording, click the
variable and toggle to media only.
archive recording to <media location> for
<volume prefix> with chunks of 0 MB
Configure these variables to archive recordings to a
specific volume folder, or to select an Amazon S3 location
to archive a recording. In order to view a screen recording
in the playback window, the action Store Media at
executes before the action Archive Recording to when
both actions are in the same Retention Policy.
Note For information on automatically archiving
recordings using Interaction Recorder Policy Editor, see
"Appendix D: Archive Recordings" in the Interaction
Recorder Technical Reference in your CIC Documentation
Library.
Select a Folder
To select a specific folder to archive a recording, click the
media location variable and in the Archive storage
location pop-up window, specify a valid non-local shared
UNC path.
Click the volume prefix variable, and in the Archive
volume prefix pop-up window, specify a prefix string for
the archive volume name.
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Interaction Recorder Policy Editor
Click the 0 MB variable, and in the Edit Storage size
pop-up window, type the maximum storage size for each
archive volume folder. Click the MB box to toggle
between MB and GB.
Note When entering the storage size for an archive
volume folder in an Archive action, the Edit Storage size
dialog shows a red error rectangle around the storage
size field and the OK button is not available, if the field is
empty or 0 is specified. The Edit Storage Size dialog
shows a yellow warning rectangle around the storage size
field when the storage size is determined to be risky and
outside of the normal storage range. A tooltip is
displayed explaining the error or warning.
Amazon S3 location
To archive a recording using amazon Simple Storage
Service (Amazon S3), click the media location variable,
and in the Archive storage location pop-up window
select the check box Amazon S3 location.
Note All Amazon S3 communication uses HTTPS
protocol.
Next, select a Bucket from the drop-down list and in the
Subfolder field type a name for the subfolder where the
recordings will be archived.
Click the volume prefix variable, and in the Archive
volume prefix pop-up window, specify a prefix string for
the archive volume name.
Click the 0 MB variable, and in the Edit Storage size
pop-up window, type the maximum storage size for each
archive volume folder. Click the MB box to toggle
between MB and GB.
Note
Amazon S3 location Buckets are configured in Interaction
Administrator and are available in the Bucket list. You can also
configure a new Amazon S3 Bucket in Policy Editor from the
Bucket drop-down list. To do this, select <Configure> and on
the Bucket Configuration dialog, add the Amazon account
information for the new Bucket. In the Region Endpoint list,
select the region where recordings are stored or accessed. This
information helps reduce data latency when you access or store
recordings with the Amazon S3 service. Note that Amazon is still
adding regions for Amazon S3 version 4. If the region you need
is not available in this list, please contact your Interactive
Intelligence support representative. We will work to add that
region to this list.
Click Test to validate the proper access level for the specified
account credentials.
For information on Amazon Simple Storage Service, see
Amazon Web Services at http://aws.amazon.com/s3.
stop processing more policies
Add this action to a Policy to stop processing policies
that follow it. The order of a policy is set in the Policy
pane, using the up and down arrows.
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Interaction Recorder Policy Editor Help Printable Help
Related Topics
Creating a Retention Policy
Security Policy
About Security Policy
A Security Policy tells Interaction Recorder Who can access, play, score, export, and archive recordings. Security
policies are created in the Interaction Recorder Policy Editor on the Security page. To learn more about Security
polices, see Creating a Security Policy.
Creating a Security Policy
Create a Security Policy to specify which actions specific users are allowed to perform on selected recordings. Security
policies apply to Agents and Roles. Security policies are created in Interaction Administrator under Interaction
Recorder on the Policy Editor Configuration dialog, on the Security page. Here's how to create a Security Policy.
Start Policy Editor
36
1.
From Interaction Administrator under Interaction Recorder, click Policy Editor.
2.
In the Policy Editor pane, double-click Configuration.
Interaction Recorder Policy Editor
3.
The Interaction Recorder Policy Editor dialog is displayed.
4.
Click the Security tab to display the page.
The Security page is displayed, showing the Administrators Security Policy. The Administrators security
policy is provided, giving all Security permissions to users who are assigned the Administrator Role.
Create a New Security Policy
To create a new Security Policy, on the Security page toolbar, click New Policy
.
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Interaction Recorder Policy Editor Help Printable Help
The Edit Security Policy dialog is displayed, beginning with Step 1.
Step 1: Applies to the following entities
Use this page of the Edit Security Policy dialog to apply the policy to entities. You can assign the following entities:
•
Agent
•
Role
Applying Policies to Entities
You can apply this policy to all available entities or you can select specific entities to apply the policy to.
Apply policy to all entities
To apply this policy to all entities:
1.
In the Name field, type a descriptive name for the policy.
2.
In the Step 1: Applies to the following entities box, the Filter legend lists the entity types and their icons.
To apply this policy to all entities, select the Applies to all entities check box.
In the Policy description pane, the entity description, This policy applies to everyone is displayed.
Apply policy to specific entities
To apply this policy to specific entities:
38
1.
In the Name field, type a descriptive name for the policy.
2.
Be sure the Applies to all entities check box is clear.
3.
In the Step 1: Applies to the following entities box, the Filter legend lists the entity types and their icons,
Agent and Role. To reduce the number of entities returned in the search results, clear the check boxes for
the entities you do not want to include in the search. For example, if you know the entity you are searching is
a Role, clear the Agent check box.
Interaction Recorder Policy Editor
4.
To apply this policy to specific entities, click in the Search for entities field.
5.
In the Search for entities field, begin typing an entity name, for example the name of an Agent or Role.
Entity names that match are displayed in a pop-up window. Note that the entity type icon is displayed next
to the entity name.
6.
In the pop-up window, click the entity to apply this policy to. The entity is displayed in the entity list box.
In the Policy description pane, the entity is added below the This policy applies to the following entities
descriptor.
7.
Continue adding entities using the Search for entities field.
Removing Entities from a Policy
To remove an entity from this policy, from the entity list box, select an entity and click Remove. The entity is removed
from the list box and also removed from the policy descriptor This policy applies to the following entities in the
Policy description pane.
Completing applying entities
The Policy description pane is updated as Security Policy settings are added and updated.
When the Policy description for applying Security Policies to entities is complete, click Next. The Edit Security
Policy dialog, Step 2: Select criteria is displayed.
Step 2: Select criteria
Use this page of the Edit Security Policy dialog to select criteria for applying this security policy to specific
recordings.
The criteria that can be selected to apply this policy to recordings are:
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Interaction Recorder Policy Editor Help Printable Help
•
<attribute> contains the value <value>
•
the listed <attributes> are not set
•
recordings between <start date> and <end date>
•
agent matches the following <agents>
•
media location matches the following <media locations>
•
matches the following <workgroup>
•
media type is <Type>
•
Tracker participant is <participant>
•
tag matches the following <tags>
•
the listed <tags> are not set
•
matches the following <wrapup code>
•
recordings that are <more/less> than <period> old
•
recording is <older/newer> than <duration> <period> old
•
this is the agent's recording
•
is a snippet recording: <true/false>
Note If no criteria are selected, the policy applies to all recordings.
Selecting Criteria for Recordings
Select the criteria for recordings, for this security policy, in the Step 2: Select criteria box.
To select criteria for interaction recordings:
1.
In the Step 2: Select criteria box, select the check box for the criteria to use for applying security settings to
recorded interactions.
In the Policy description pane, the criteria is added below the if the interaction meets the following
criteria descriptor.
2.
In the Policy description pane, configure the criteria by clicking the variable. When you click a variable, a
pop-up window is displayed to enter a value for the variable.
Note When configuring a variable, to view a table with descriptions for the Criteria values, press F1 to
display the Help.
3.
Continue selecting criteria check boxes and configuring them in the Policy description pane.
Completing Criteria Selection
When you have completed configuring the criteria settings, verify that the criteria you want for applying security
settings to recorded interactions are listed in the Policy description pane under the if the interaction meets the
following criteria descriptor. Also be sure that the value for each criterion is configured.
40
Interaction Recorder Policy Editor
After you have verified your selections, click Next. The Edit Security Policy dialog, Step 3: Select actions is
displayed.
Step 3: Select actions
Use this page of the Edit Security Policy dialog to select Actions for user security permissions for this policy. Actions
define how a Policy executes. If an action is not defined for a security Policy, a warning message is displayed when
you are creating the Policy. If no actions are defined for a Policy, an ERROR message is displayed in the Policy Editor
status bar.
Available actions for this Security Policy are:
•
add bookmarks
•
delete recording
•
email recording
•
export/archive the recording
•
modify attributes
•
modify the tags
•
play the recording
•
retrieve the recording
•
score the recording
•
view attributes
•
view the audit trail of the recording
•
view participant contact information
•
view scorecards
•
view tags
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Interaction Recorder Policy Editor Help Printable Help
•
view scorecard signature comments
•
delete scorecards
•
assign questionnaires
•
stop processing more policies
Selecting Actions for a Security Policy
Select actions for security permissions to apply to recordings in the Step 2: Select actions box.
To select actions to apply to recordings:
1.
In the Step 3: Select actions box, select the check box for the actions for the security permissions to apply
to a recording.
In the Policy description pane, the action is added below the one has the following permissions
descriptor.
2.
If a selected action requires configuring, a variable is displayed in the Policy description pane. To configure
the value, click the variable and a pop-up window is displayed.
Note When configuring a variable, to view a table with descriptions for the Criteria values, press F1 to
display the Help.
3.
Continue selecting action check boxes and configuring them in the Policy description pane.
Completing Action Selection
When you have completed configuring the action settings, verify that the actions for security permissions you want
for recordings are listed in the Policy description pane under the one has the following permissions descriptor.
Also be sure that the value for each criterion is configured.
After you have verified your selections, click Finished. The New Policy name is displayed and selected in the Policy
pane, and the complete description is displayed in the Policy description pane.
Saving a Policy
When you have completed creating a new Security Policy, and there are no errors, click Apply to save the Policy.
When you click Apply, the Policies are saved and the italics are removed from the name in the Policy list. The changes
take effect immediately when the Security Policy is applied.
Next, see Updating a Policy for more information on configuring Policies.
Related Topics
Actions
Security Criteria Descriptions
Updating a Policy
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Interaction Recorder Policy Editor
Use the Change Policy menu to make updates to a Policy or quickly add Actions to a Policy. To display the Change
Policy dialog, in the Policy Pane select a Policy and on the Policy Editor toolbar, click Change Policy.
The commands on the Change Policy menu allow you to:
•
Edit a Policy
•
Rename a Policy
•
Deactivate a Policy
•
Show Policy errors
•
Add an Action to a Policy
The Actions on the Change Policy menu allow you to add the following Actions to a Policy, based on the Policy Type
you are configuring:
•
Record
•
Encrypt
•
Abandon
•
E-mail
•
Questionnaire
•
Tags
•
Location
•
Retention
•
Delete
•
Score
•
Play
•
Retrieve
•
Stop Processing Policies
Edit a Policy
To edit a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
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Interaction Recorder Policy Editor Help Printable Help
2.
On the Change Policy menu click Edit Policy. The Edit Policy dialog is displayed.
3.
Use the Edit Policy dialog to make your changes.
You can also double-click a Policy in the Policy pane to display the Edit Policy dialog.
Rename a Policy
To rename a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Rename Policy. The Rename Policy dialog is displayed.
3.
In the name field, type your new name, and click OK.
Deactivate/Activate a Policy
To Deactivate a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Deactivate Policy. In the Policy pane, the check box for the Policy is
cleared.
You can also deactivate a Policy by clicking the selected check box in the Policy pane. The check is cleared and the
Policy is deactivated.
To Activate a Policy:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Activate Policy. In the Policy pane, the check box for the Policy is selected.
You can also activate a Policy by selecting the Policy check box in the Policy pane.
Show Errors
When there are errors in a Policy, to display the errors:
1.
Select the Policy in the Policy pane, and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu click Show Errors. A window is displayed listing the Type of error and an
explanation of the error.
You can also display the errors for a Policy by right-clicking the Policy and on the shortcut menu click Show Errors.
Adding Actions to a Policy
To quickly add Actions to an existing Policy:
1.
Select the Policy in the Policy pane and click Change Policy. The Change Policy menu is displayed.
2.
On the Change Policy menu, select an Action to apply to the Policy.
When you have completed updating a Policy, and there are no errors, click Apply to save the Policy. When you click
Apply, the Policies are saved and the italics are removed from the name in the Policy list. When updating Security
Policies, the changes take effect immediately when the Security Policy is applied.
Related Help
For additional information on updating policies, including using the toolbar buttons, see the Help for:
Interaction Recorder Policy Editor Initiation page
44
Interaction Recorder Policy Editor
Interaction Recorder Policy Editor Retention page
Interaction Recorder Policy Editor Security page
Security Criteria Descriptions
When selecting criteria and configuring variables for Security policies, refer to the following tables for descriptions of
criteria and variable values.
Security Policy Step 2 Criteria Descriptions
The following table describes the details for configuring variables when setting criteria values in the Policy
description pane. Variables are configured in a pop-up window when you click the variable below the if the
interaction meets the following criteria descriptor. The following criteria appear in the Policy description pane
when the criterion is selected.
Criteria for Step 2: Select Criteria
Criterion
Description
Attribute
Configure the attribute
variable to select which
recordings apply to this
security policy. In the Edit
Attribute pop-up window,
use the drop-down list to
select a custom attribute
to configure for this
criterion.
Value
In the Edit Value pop-up
window, enter a value for
the attribute selected for
this criterion.
<attribute> contains the value,
<value>
To add additional attributes and values for this criterion, click
[Add]. To remove an attribute and value for this criterion, click
[Remove].
the following attributes are not set
<Attribs>
Attribs
Configure the Attribs
variable to select which
recordings apply to this
policy when a custom
attribute is not set. In the
Attributes Editor pop-up
window, use the Enter an
attribute drop-down list
to select a custom
attribute, and then click
Add. The attribute is
added to the attribute list.
To remove an attribute
from the list, select the
attribute in the list and
click Remove.
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Interaction Recorder Policy Editor Help Printable Help
Configure the variables for this criterion to select which
recordings, within a date range, apply to this security policy.
recordings between <start date>
and <end date>
start date
In the Date Editor pop-up
window, select a start date
from the drop-down
calendar.
end date
In the Date Editor pop-up
window, select an end date
from the drop-down
calendar.
Configure this variable to select which agents' recordings to apply
this security policy to.
agent matches one of the following
[Modify]
In the Select Entities pop-up window, begin typing an agent
name in the Search for agents box. Agent names that match are
displayed in a pop-up window. When you select an agent in the
pop-up, it is added to the agent list.
Configure this variable to apply this security policy to recordings
media location matches the following that are located in a specific folder. In the Select Folder pop-up
<media locations>
window, select a folder from the drop-down list. You can also
browse for a folder using the ellipsis button.
matches following <workgroup>
Configure the <workgroup> variable to select which
workgroups' recordings to apply this security policy to. In the
Select Entities pop-up window, begin typing a workgroup name
in the Search for workgroups box. Workgroup names that
match are displayed in a pop-up window. When you select a
workgroup in the pop-up, it is added to the workgroup list.
media type is call
Configure this variable to apply this security policy to recordings
with specific media types. In the Select Media type pop-up
window, select the media type. Multiple media types can be
selected. The available media types are: Call, Chat, EMail, and
Screen.
Configure this variable to select which Tracker participants'
recordings to apply this security policy to. In the Select Entities
pop-up window. A Filter legend lists the remote party types and
their icons. To reduce the number of entities returned in the
search results, clear the check boxes for the entities you do not
matches one of the following Tracker
want to include in the search.
participants [Modify]
Begin typing a name in the Search for remote parties box.
Names that match are displayed in a pop-up window. Note that
the remote party type icon is displayed next to the remote party
name. When you select a remote party in the pop-up, it is added
to the remote parties list.
tag matches the following <Tags>
46
Tags
Configure the <Tags>
variable to select Tags,
which are associated with
recordings, that you want
to apply this security policy
to. In the Tags Editor popup window, in the Enter a
Interaction Recorder Policy Editor
tag box, type or select a
tag name, and click Add to
include the name in the
Tags Editor list. All the tags
created in the Tags Editor
list are displayed in the
Policy description pane.
the following tags are not set <Tags> Tags
Configure this variable to
apply this security policy to
recordings that do not
have these tags associated
with them. In the Tags
Editor pop-up window, in
the Enter a tag box, type
or select a tag name, and
click Add to include the
name in the Tags Editor
list. All the tags created in
the Tags Editor list are
displayed in the Policy
description pane.
Configure the variable for this criterion to select which recordings,
within a date range, apply to this security policy.
older than
To configure the first part
of this setting, in the
Select Date Range popup window, in the dropdown list, select either
older than or within.
today
To configure the second
part of this setting, in the
drop-down list select
period of time. The
available options are:
today, this week, this
month, this quarter, this
year.
recordings that are older than today
wrapup code is <wrapup codes>
Recording is older than 0 day old
this is the agent's recording
Configure the variable for this criterion to select which wrap-up
codes apply to this security policy.
In the Select Wrapup Codes pop-up window, select the wrap-up
codes to apply to this security policy.
Configure the variables for this criterion to select which
recordings are within or older than the specified period of time. In
the Compare Recording Age first drop-down list, select older
than or within. In the next box, type a number for the period of
time. In the last drop-down list, select the period of time. The
options are: Hour, Day, Week, Month, or Year.
Select this check box if you want to control which actions an
agent can perform on his or her own recordings.
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Interaction Recorder Policy Editor Help Printable Help
is a snippet recording: false
Configure the variable for this criterion to apply this security
policy for snippet recordings.
To apply the policy to snippet recordings, click the variable and
toggle to true.
Security Policy Step 3 Action Descriptions
The following table describes the details for configuring variables when setting action values in the Policy
description pane. Variables are configured in a pop-up window when you click the variable below the one has the
following permissions descriptor. The following criteria appear in the Policy description pane when the action is
selected.
Actions for Step 3: Select actions
Action
can add bookmarks for the recording
Description
Configure this action to allow specific users to add bookmarks to
a recording.
Use the can toggle variable to allow or deny users permission to
add bookmarks to a recording by selecting can or can NOT.
Configure this action to allow specific users to delete recordings.
can delete recordings
Use the can toggle variable to allow or deny users permission to
delete recordings by selecting can or can NOT.
Configure this action to allow specific users to e-mail recordings.
can email recordings
can export/archive recording
can modify attributes
can modify tags
Use the can toggle variable to allow or deny users permission to
e-mail recordings by selecting can or can NOT.
Configure this action to allow specific users to export a
recording.
Use the can toggle variable to allow or deny users permission to
export or archive a recording by selecting can or can NOT.
Configure this action to allow specific users to modify attributes
of a recording.
Use the can toggle variable to allow or deny users permission to
modify attributes of a recording by selecting can or can NOT.
Configure this action to allow specific users to modify tags of a
recording.
Use the can toggle variable to allow or deny users permission to
modify tags of a recording by selecting can or can NOT.
Configure this action to allow specific users to play a recording.
can play recording
can retrieve recordings
can score recordings
48
Use the can toggle variable to allow or deny users permission to
play a recording by selecting can or can NOT.
Configure this action to allow specific users to retrieve
recordings.
Use the can toggle variable to allow or deny users permission to
retrieve recordings by selecting can or can NOT.
Configure this action to allow specific users to score recordings.
Interaction Recorder Policy Editor
Use the can toggle variable to allow or deny users permission to
score recordings by selecting can or can NOT.
can view attributes
can view the audit trail of the
recording
can view participant contact
information
can view scorecards
can view tags
can view scorecard signature
comments
Configure this action to allow specific users to view attributes of a
recording.
Use the can toggle variable to allow or deny users permission to
view attributes of a recording by selecting can or can NOT.
Configure this action to allow specific users to view the audit trail
of a recording.
Use the can toggle variable to allow or deny users permission to
view the audit trail of a recording by selecting can or can NOT.
Configure this action to allow specific users to view participant
contact information for a recording.
Use the can toggle variable to allow or deny users permission to
view participant contact information for a recording by selecting
can or can NOT.
Configure this action to allow specific users to view scorecards for
a recording.
Use the can toggle variable to allow or deny users permission to
view scorecards for a recording by selecting can or can NOT.
Configure this action to allow specific users to view tags of a
recording.
Use the can toggle variable to allow or deny users permission to
view tags of a recording by selecting can or can NOT.
Configure this action to allow specific users to view scorecard
signature comments.
Use the can toggle variable to allow or deny users permission to
view scorecard signature comments by selecting can or can NOT.
Configure this action to allow specific users to delete scorecards.
can delete scorecards
can assign questionnaires
Use the can toggle variable to allow or deny users permission to
delete scorecards by selecting can or can NOT.
Configure this action to allow specific users to assign
questionnaires.
Use the can toggle variable to allow or deny users permission to
assign questionnaires by selecting can or can NOT.
Add this action to a Policy to stop processing policies that follow
it. The order of a policy is set in the Policy pane, using the up and
down arrows.
stop processing more policies
A Security Policy with the stop processing more policies action
only takes effect when both the User entities and Recording
Criteria match the recording being evaluated. If either the User
entity or the recording criteria in the Security policy with the Stop
processing more policies action does not match the recording
being evaluated, the evaluation of the current recording does not
stop, and policy evaluation continues through the remainder of
the policies, until stopped.
Related Topics
49
Interaction Recorder Policy Editor Help Printable Help
Creating a Security Policy
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