Interaction Administrator - Genesys Resource Center

Interaction Administrator - Genesys Resource Center
Interaction Administrator
Printable Help
Interactive Intelligence Customer Interaction Center® (CIC)
2016 R2
Last updated January 18, 2016
Abstract
This document describes how to use Interaction Administrator to configure the CIC environment.
Copyright and Trademark Information
Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction
Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the
“Spirograph” logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction
Server, ION, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks
of Interactive Intelligence, Inc. The foregoing products are ©1997-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ©2000-2016 Interactive
Intelligence, Inc. All rights reserved.
Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2001-2016 Interactive Intelligence,
Inc. All rights reserved.
Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-FAQ Knowledge Manager and Interaction Marquee are trademarks of
Interactive Intelligence, Inc. The foregoing products are ©2002-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2004-2016 Interactive Intelligence, Inc. All rights
reserved.
Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2005-2016 Interactive
Intelligence, Inc. All rights reserved.
Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of Interactive Intelligence, Inc. The
foregoing products are ©2006-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2007-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Interactive
Intelligence, Inc. The foregoing products are ©2009-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal and IPA are trademarks of Interactive Intelligence, Inc.
The foregoing products are ©2010-2016 Interactive Intelligence, Inc. All rights reserved.
Spotability is a trademark of Interactive Intelligence, Inc. ©2011-2016. All rights reserved.
Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of
Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service ℠and Interactive Intelligence CaaS ℠are trademarks or service marks of
Interactive Intelligence, Inc. The foregoing products are ©2012-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and
Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2013-2016 Interactive Intelligence, Inc. All rights
reserved.
Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The
foregoing products are ©2013-2016 Interactive Intelligence, Inc. All rights reserved.
Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2014-2016
Interactive Intelligence, Inc. All rights reserved.
The veryPDF product is ©2000-2016 veryPDF, Inc. All rights reserved.
This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial
Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred
by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at
http://wpflocalization.codeplex.com.
A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and
technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No
warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the
Licensee or any third party resulting from use of the Databases.
Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies.
DISCLAIMER
INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR
MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH
CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Table of Contents
Interaction Administrator ............................................................................................................................................................................................ 1
Interaction Administrator Help ................................................................................................................................................................................. 1
About Setup Assistant .................................................................................................................................................................................................. 3
New features in Interaction Administrator........................................................................................................................................................... 4
Overview of Interaction Administrator .................................................................................................................................................................. 5
License Management .................................................................................................................................................................................................... 6
Navigation Controls ....................................................................................................................................................................................................... 7
Telephony Server Configuration............................................................................................................................................................................... 7
User and Workgroup Configuration ....................................................................................................................................................................... 8
CIC System Configuration ........................................................................................................................................................................................... 9
Starting IC server modules.......................................................................................................................................................................................... 9
Minimum Hardware and Software Requirements.......................................................................................................................................... 10
Assign administrator access rights ....................................................................................................................................................................... 10
Overview of the master administrator rights ................................................................................................................................................... 11
Overview of access control rights ......................................................................................................................................................................... 12
Overview of administrator access rights ............................................................................................................................................................ 12
Interaction Administrator Help .............................................................................................................................................................................. 12
Containers list ................................................................................................................................................................................................................ 15
Menu Commands ........................................................................................................................................................................................................ 21
Selection Commands ................................................................................................................................................................................................. 22
Toolbar Commands .................................................................................................................................................................................................... 22
Right-Click Menu Commands ................................................................................................................................................................................ 23
About Interaction Administrator ........................................................................................................................................................................... 25
Auto Save feature ........................................................................................................................................................................................................ 26
System security for CIC.............................................................................................................................................................................................. 26
Toll Fraud Prevention ................................................................................................................................................................................................. 29
Client Admin Components Login Details .......................................................................................................................................................... 30
Users overview .............................................................................................................................................................................................................. 31
Add users with the Add Users Assistant ............................................................................................................................................................ 31
Preview User Results................................................................................................................................................................................................... 32
Add users with the User Worksheet .................................................................................................................................................................... 32
Add a user ....................................................................................................................................................................................................................... 33
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SIP lines concepts ........................................................................................................................................................................................................ 34
Configure a SIP line ..................................................................................................................................................................................................... 35
Configure Fax Bus-devices ....................................................................................................................................................................................... 36
Overview of workgroups........................................................................................................................................................................................... 37
Add a workgroup ......................................................................................................................................................................................................... 37
How Do I Set Up Account Codes? ........................................................................................................................................................................ 38
Add a role........................................................................................................................................................................................................................ 38
Overview of private lines .......................................................................................................................................................................................... 39
Overview of station groups ..................................................................................................................................................................................... 39
Add a station group.................................................................................................................................................................................................... 40
Enable secure input..................................................................................................................................................................................................... 40
How Do I Set Up Forced Authorization Codes ? ............................................................................................................................................ 41
Tell Me About Forced Authorization Codes ..................................................................................................................................................... 41
Set Up Forced Authorization Codes .................................................................................................................................................................... 41
Overview of regional dial plans ............................................................................................................................................................................. 43
Configure a regional dial plan in Interaction Administrator ...................................................................................................................... 44
Add a dial plan in IC Setup Assistant................................................................................................................................................................... 45
Set Up Message Waiting Indicators ..................................................................................................................................................................... 45
How Do I Set Up ACD Queues? ............................................................................................................................................................................. 46
Tell Me About ACD Queues .................................................................................................................................................................................... 46
Set Up ACD Queues .................................................................................................................................................................................................... 47
Set Up Email Routing on ACD Queues ............................................................................................................................................................... 48
How Do I Set Up a Custom Status to Play a .WAV File? .............................................................................................................................. 50
Tell Me About Custom Statuses as .WAV Files................................................................................................................................................ 51
How Do I Set Up CIC Features in Interaction Attendant? ........................................................................................................................... 51
Tell Me About the Default Auto-attendant Menu ......................................................................................................................................... 51
Perform Customization Tasks for the Auto-attendant Menu ................................................................................................................... 53
Use the Standard Audio Controls to Re-record Prompts (Optional) ..................................................................................................... 54
Converting Voice Recordings ................................................................................................................................................................................. 55
Enable Voicemail Password Prompts .................................................................................................................................................................. 55
Tell Me the Difference Between DID Fax and DID Non-fax Users .......................................................................................................... 61
How Do I Set Up CIC Phone Features for Polycom Phones?..................................................................................................................... 61
Tell Me About CIC Phone Features Configuration for Polycom Phones .............................................................................................. 61
Set Up Call Park ............................................................................................................................................................................................................ 62
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Set Up Group Call Pickup ......................................................................................................................................................................................... 62
Set Up Shared Line Appearances .......................................................................................................................................................................... 63
Set Up Zone Paging .................................................................................................................................................................................................... 63
Activating configuration changes for users, workgroups, roles, and the default user ................................................................... 64
Add a peer site .............................................................................................................................................................................................................. 64
Add a status message ................................................................................................................................................................................................ 65
Change Management Note ..................................................................................................................................................................................... 66
Creating new report definitions ............................................................................................................................................................................. 66
Configuring Interaction Recorder Remote Content Services .................................................................................................................... 67
Exporting Configuration Data................................................................................................................................................................................. 68
Add fax support ............................................................................................................................................................................................................ 68
Setting Default Conference Options.................................................................................................................................................................... 69
Interaction Conference Email Templates ........................................................................................................................................................... 70
Preparing to Use Web Interactions ...................................................................................................................................................................... 71
Print Interaction Administrator Data ................................................................................................................................................................... 73
Printing Interaction Administrator Documentation ...................................................................................................................................... 73
Set Up a New Registration Group ........................................................................................................................................................................ 74
Starting IC server modules....................................................................................................................................................................................... 74
Overview of command line options ..................................................................................................................................................................... 75
Updating Configuration Values ............................................................................................................................................................................. 75
Using LogSnipper ........................................................................................................................................................................................................ 75
Queue Activation ......................................................................................................................................................................................................... 76
Add skills to an ACD agent ...................................................................................................................................................................................... 76
Adding Skills to an ACD Workgroup ................................................................................................................................................................... 77
Overriding Inherited Skills for an ACD Agent .................................................................................................................................................. 78
Add or remove access to client queues ............................................................................................................................................................. 78
Assigning Limited CIC Administration Rights to Users ................................................................................................................................ 78
Configure CIC for Microsoft Lync Integration.................................................................................................................................................. 79
Configuring a Line and Line Group for Microsoft Lync Integration ....................................................................................................... 79
Configuring a Dial Plan Entry for Microsoft Lync Integration ................................................................................................................... 81
Configuring Stations for Microsoft Lync Integration .................................................................................................................................... 81
Configuring Users for Microsoft Lync Integration ......................................................................................................................................... 82
Configuring CIC to Microsoft Lync Status Mappings ................................................................................................................................... 83
Granting Administrator Access to Microsoft Lync Integration Features .............................................................................................. 83
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Collective concepts ..................................................................................................................................................................................................... 84
Home site concepts .................................................................................................................................................................................................... 85
Peer site concepts........................................................................................................................................................................................................ 85
Configure trusted access for a peer site ............................................................................................................................................................ 86
Add a peer site .............................................................................................................................................................................................................. 86
User extensions that span peer sites ................................................................................................................................................................... 87
Assistants ......................................................................................................................................................................................................................... 88
Add Stations with the Add Stations Assistant ................................................................................................................................................. 88
Import SIP Stations from a CSV List ..................................................................................................................................................................... 88
Review Imported SIP Stations................................................................................................................................................................................. 89
Access control ............................................................................................................................................................................................................... 89
Saving SIP Station Data ............................................................................................................................................................................................. 90
Station Licenses ............................................................................................................................................................................................................ 90
Complete the Add Stations Assistant .................................................................................................................................................................. 91
Search Options.............................................................................................................................................................................................................. 91
Discover users from a mail server ......................................................................................................................................................................... 92
Discover users from Windows ................................................................................................................................................................................ 92
Import users from a CSV list ................................................................................................................................................................................... 93
Mail Search Results ..................................................................................................................................................................................................... 95
Set extensions for CIC user accounts .................................................................................................................................................................. 95
Set Passwords for CIC User Accounts ................................................................................................................................................................. 95
Preview Search Results .............................................................................................................................................................................................. 96
Preview Import Results .............................................................................................................................................................................................. 96
Completing the Add User Assistant ..................................................................................................................................................................... 96
User Worksheet ............................................................................................................................................................................................................ 96
Add Location Assistant .............................................................................................................................................................................................. 98
Location Assistant Overview ................................................................................................................................................................................... 98
Assign Stations.............................................................................................................................................................................................................. 99
Add Gateway.................................................................................................................................................................................................................. 99
Call Routing .................................................................................................................................................................................................................. 100
Select Media Server .................................................................................................................................................................................................. 100
Managed IP Phone Assistant ................................................................................................................................................................................ 101
Add Managed IP Phones ........................................................................................................................................................................................ 102
Create Managed IP Phones From a CSV File.................................................................................................................................................. 103
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Saving Managed IP Phones ................................................................................................................................................................................... 105
Access control ............................................................................................................................................................................................................. 105
Stations Appearance Licenses .............................................................................................................................................................................. 105
License Allocation Results ...................................................................................................................................................................................... 107
Complete the Managed IP Phone Assistant ................................................................................................................................................... 107
Select Manufacturer.................................................................................................................................................................................................. 107
Select Default Model ................................................................................................................................................................................................ 107
New Phone Naming.................................................................................................................................................................................................. 108
Phone Configuration File Directory .................................................................................................................................................................... 109
Select the Items to Migrate ................................................................................................................................................................................... 110
Build Migration Items............................................................................................................................................................................................... 110
Current State of Migration Items ........................................................................................................................................................................ 110
Backup Directory Services ...................................................................................................................................................................................... 111
Migration Results ....................................................................................................................................................................................................... 111
Complete the Managed IP Phone Assistant ................................................................................................................................................... 111
Overview of IC server configuration .................................................................................................................................................................. 112
Overview of IC server configuration .................................................................................................................................................................. 113
Review the IP configuration of your IC server ............................................................................................................................................... 113
Select the handlers for your IC server ............................................................................................................................................................... 114
Select the monitor handlers for your IC server ............................................................................................................................................. 114
Select the accumulators for your IC server ..................................................................................................................................................... 115
Configure CPU load detection for your IC server......................................................................................................................................... 116
Configure audio compression for your IC sever ........................................................................................................................................... 116
Configure recording beep tones for your IC server .................................................................................................................................... 117
Overview of Telephony parameters ................................................................................................................................................................... 117
Configure general telephony parameters for your IC server .................................................................................................................. 118
Configure SIP telephony parameters for your IC server............................................................................................................................ 118
Configure report log purging for your IC server .......................................................................................................................................... 119
Configure reports for your IC server .................................................................................................................................................................. 119
History ............................................................................................................................................................................................................................ 120
SIP line options ........................................................................................................................................................................................................... 121
SIP line identity (out) options ............................................................................................................................................................................... 124
SIP line audio options .............................................................................................................................................................................................. 130
SIP line transport options ....................................................................................................................................................................................... 131
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Interaction Administrator Printable Help
SIP line session options ........................................................................................................................................................................................... 137
SIP line authentication options ............................................................................................................................................................................ 139
SIP line proxy options .............................................................................................................................................................................................. 139
SIP line registrar options......................................................................................................................................................................................... 140
SIP line headers options.......................................................................................................................................................................................... 141
SIP line access options............................................................................................................................................................................................. 144
SIP line region options ............................................................................................................................................................................................ 144
SIP line recorder options ........................................................................................................................................................................................ 145
SIP line TLS security options.................................................................................................................................................................................. 146
Create a private line assignment ......................................................................................................................................................................... 148
Call putback options ................................................................................................................................................................................................. 148
Overview of line groups .......................................................................................................................................................................................... 149
Line group name ........................................................................................................................................................................................................ 150
Configure a line group ............................................................................................................................................................................................ 150
Overview of dial groups .......................................................................................................................................................................................... 151
Add and remove lines from a line group......................................................................................................................................................... 151
Line selection order .................................................................................................................................................................................................. 152
Create a private line assignment ......................................................................................................................................................................... 152
Overview of station templates ............................................................................................................................................................................ 153
Information for a station template ..................................................................................................................................................................... 153
Remote station configuration template settings ......................................................................................................................................... 153
Stand-alone fax template settings...................................................................................................................................................................... 154
Workstation template settings ............................................................................................................................................................................. 155
Station licensing settings ........................................................................................................................................................................................ 156
Licenses for stand-alone fax and stand-alone phone stations ............................................................................................................... 158
Members........................................................................................................................................................................................................................ 158
Station options settings .......................................................................................................................................................................................... 159
SIP Station Configuration ....................................................................................................................................................................................... 160
SIP station addresses settings .............................................................................................................................................................................. 160
SIP station phone settings ..................................................................................................................................................................................... 162
SIP station general..................................................................................................................................................................................................... 162
SIP station appearances settings......................................................................................................................................................................... 163
SIP station region settings ..................................................................................................................................................................................... 164
Configure remote station options ...................................................................................................................................................................... 164
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Configure how extensions are automatically assigned ............................................................................................................................. 165
Custom attributes ...................................................................................................................................................................................................... 165
Add a station ............................................................................................................................................................................................................... 166
Station name................................................................................................................................................................................................................ 167
Station types ................................................................................................................................................................................................................ 167
Station configuration ............................................................................................................................................................................................... 168
Remote Station Configuration ............................................................................................................................................................................. 169
Multi-Server Site......................................................................................................................................................................................................... 170
Station licensing settings ........................................................................................................................................................................................ 171
Licenses for stand-alone fax and stand-alone phone stations ............................................................................................................... 173
Station access control settings............................................................................................................................................................................. 173
Station options settings .......................................................................................................................................................................................... 174
Station call forwarding options............................................................................................................................................................................ 175
Station emergency information settings ......................................................................................................................................................... 176
Managed IP phones .................................................................................................................................................................................................. 176
Add a managed IP phone or template ............................................................................................................................................................. 177
General settings: Interaction SIP stations or templates ............................................................................................................................. 178
Options: Interaction SIP stations or templates .............................................................................................................................................. 181
Information: Polycom phones or templates ................................................................................................................................................... 183
Registration Group Configuration ...................................................................................................................................................................... 184
Add Registration ........................................................................................................................................................................................................ 185
Registration Group Options .................................................................................................................................................................................. 187
Default IP Phone Configuration ........................................................................................................................................................................... 187
Ring Set Configuration ............................................................................................................................................................................................ 188
Change multiple IP phones ................................................................................................................................................................................... 189
New SIP Bridge Name.............................................................................................................................................................................................. 190
SIP Bridges Configuration: General .................................................................................................................................................................... 190
Audio Sources Introduction .................................................................................................................................................................................. 190
Audio Source Entry Name ...................................................................................................................................................................................... 192
Audio Source Configuration.................................................................................................................................................................................. 192
Server Parameter Configuration .......................................................................................................................................................................... 192
Packaged Server Parameters................................................................................................................................................................................. 193
Optional General Server Parameters ................................................................................................................................................................. 210
Dialer Server Parameter .......................................................................................................................................................................................... 230
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e-FAQ Server Parameters ....................................................................................................................................................................................... 230
Text To Speech Server Parameters ..................................................................................................................................................................... 231
Structured Parameters ............................................................................................................................................................................................. 231
Add a Structured Parameter ................................................................................................................................................................................. 232
Packaged Structured Parameters ........................................................................................................................................................................ 232
Regionalization ........................................................................................................................................................................................................... 232
Create Location ........................................................................................................................................................................................................... 233
Location Name ............................................................................................................................................................................................................ 233
Select Location Communications ........................................................................................................................................................................ 234
Select Codecs .............................................................................................................................................................................................................. 235
Save the Location....................................................................................................................................................................................................... 235
Location ......................................................................................................................................................................................................................... 236
Location ......................................................................................................................................................................................................................... 237
Location Configuration ............................................................................................................................................................................................ 238
Communication .......................................................................................................................................................................................................... 240
Users ................................................................................................................................................................................................................................ 241
Endpoints ...................................................................................................................................................................................................................... 242
Server endpoints ........................................................................................................................................................................................................ 243
Custom attributes ...................................................................................................................................................................................................... 244
History ............................................................................................................................................................................................................................ 245
Default Regionalization Options ......................................................................................................................................................................... 246
Selection Rules ............................................................................................................................................................................................................ 246
Licenses Allocation .................................................................................................................................................................................................... 248
License Configuration .............................................................................................................................................................................................. 249
People ............................................................................................................................................................................................................................. 253
Default User - ACD Options .................................................................................................................................................................................. 253
Overview of options.................................................................................................................................................................................................. 254
Overview of security for people........................................................................................................................................................................... 254
Assign administrator access rights ..................................................................................................................................................................... 255
Assign access control rights .................................................................................................................................................................................. 256
Assign security rights ............................................................................................................................................................................................... 262
Overview of roles ....................................................................................................................................................................................................... 274
Role name ..................................................................................................................................................................................................................... 275
Configuration............................................................................................................................................................................................................... 275
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Table of Contents
CIC Client Configuration ......................................................................................................................................................................................... 276
Overview of security for people........................................................................................................................................................................... 276
Assign administrator access rights ..................................................................................................................................................................... 276
Assign access control rights .................................................................................................................................................................................. 278
Assign security rights ............................................................................................................................................................................................... 284
Password Policies ....................................................................................................................................................................................................... 296
User name ..................................................................................................................................................................................................................... 296
User Configuration .................................................................................................................................................................................................... 297
Licensing ........................................................................................................................................................................................................................ 300
Personal Info ................................................................................................................................................................................................................ 302
User Workgroups ....................................................................................................................................................................................................... 302
Roles ................................................................................................................................................................................................................................ 303
Password Policies ....................................................................................................................................................................................................... 303
Overview of security for people........................................................................................................................................................................... 304
Assign administrator access rights ..................................................................................................................................................................... 305
Assign access control rights .................................................................................................................................................................................. 306
Assign security rights ............................................................................................................................................................................................... 312
ACD configuration ..................................................................................................................................................................................................... 324
Utilization ...................................................................................................................................................................................................................... 325
Skills ................................................................................................................................................................................................................................. 326
ACD Options ................................................................................................................................................................................................................ 327
Options2 ........................................................................................................................................................................................................................ 328
ACD Statistics .............................................................................................................................................................................................................. 328
MWI ................................................................................................................................................................................................................................. 329
CIC Client Configuration ......................................................................................................................................................................................... 329
Phonetic spellings ...................................................................................................................................................................................................... 330
Overview of options.................................................................................................................................................................................................. 331
History ............................................................................................................................................................................................................................ 331
Workgroup name....................................................................................................................................................................................................... 332
Workgroup Configuration ...................................................................................................................................................................................... 332
Files .................................................................................................................................................................................................................................. 335
Audio Configuration ................................................................................................................................................................................................. 336
Workgroup Members............................................................................................................................................................................................... 337
Roles/Supervisors ...................................................................................................................................................................................................... 338
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Workgroup ACD ......................................................................................................................................................................................................... 338
Utilization ...................................................................................................................................................................................................................... 339
Workgroup ACD Skills ............................................................................................................................................................................................. 340
ACD Statistics .............................................................................................................................................................................................................. 341
Routing ........................................................................................................................................................................................................................... 342
Adding an ACD Email Routing Mailbox ........................................................................................................................................................... 342
ACD Actions ................................................................................................................................................................................................................. 343
Workgroup ACD Options ....................................................................................................................................................................................... 344
Phonetic spellings ...................................................................................................................................................................................................... 345
Secure Input Forms: Workgroups ....................................................................................................................................................................... 345
Overview of options.................................................................................................................................................................................................. 346
Overview of security for people........................................................................................................................................................................... 346
Assign administrator access rights ..................................................................................................................................................................... 347
Assign access control rights .................................................................................................................................................................................. 348
Assign security rights ............................................................................................................................................................................................... 354
Director: Workgroup Configuration ................................................................................................................................................................... 366
Director: Configuration Options .......................................................................................................................................................................... 366
Overflow Options ....................................................................................................................................................................................................... 367
Skill Options ................................................................................................................................................................................................................. 369
Error Handling Options ........................................................................................................................................................................................... 370
Password Policies ....................................................................................................................................................................................................... 370
Password Policy Configuration ............................................................................................................................................................................ 371
Policy Name ................................................................................................................................................................................................................. 372
Creating Policies ......................................................................................................................................................................................................... 372
About schedules ......................................................................................................................................................................................................... 375
Schedule Configuration........................................................................................................................................................................................... 376
To set dates and times for menus ...................................................................................................................................................................... 377
To link a menu to a schedule ................................................................................................................................................................................ 378
One Time ....................................................................................................................................................................................................................... 379
Overview of secure input forms........................................................................................................................................................................... 379
Configure general information ............................................................................................................................................................................ 380
CIC Client Buttons ...................................................................................................................................................................................................... 380
CIC Client Button Name .......................................................................................................................................................................................... 380
CIC Client Button Configuration .......................................................................................................................................................................... 381
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Client Configuration Introduction....................................................................................................................................................................... 382
Entry name .................................................................................................................................................................................................................... 383
Client configuration template options.............................................................................................................................................................. 383
Alerting ........................................................................................................................................................................................................................... 384
Voicemail/Fax Paging ............................................................................................................................................................................................... 385
My Interaction Ring Sounds .................................................................................................................................................................................. 386
Calls ................................................................................................................................................................................................................................. 387
Follow Me...................................................................................................................................................................................................................... 388
Call Coverage............................................................................................................................................................................................................... 389
Personal Prompts ....................................................................................................................................................................................................... 390
IP Phone ......................................................................................................................................................................................................................... 391
Emails .............................................................................................................................................................................................................................. 392
Monitored Appearances ......................................................................................................................................................................................... 392
Queues Pages .............................................................................................................................................................................................................. 393
Directories Pages ....................................................................................................................................................................................................... 394
General ........................................................................................................................................................................................................................... 394
Plugins ............................................................................................................................................................................................................................ 395
e-FAQ .............................................................................................................................................................................................................................. 395
Tracker ............................................................................................................................................................................................................................ 396
History ............................................................................................................................................................................................................................ 397
Rank client configuration templates and designate the default template ........................................................................................ 397
Queue Columns .......................................................................................................................................................................................................... 397
Applying account codes in the Dial Plan ......................................................................................................................................................... 398
Response Management .......................................................................................................................................................................................... 399
Add a Response Management Library.............................................................................................................................................................. 400
Add a Response Management Message ......................................................................................................................................................... 401
Add a Response Management File..................................................................................................................................................................... 403
Overview of client templates ................................................................................................................................................................................ 404
Access control groups ............................................................................................................................................................................................. 405
Access group configuration .................................................................................................................................................................................. 406
Access control groups: members ........................................................................................................................................................................ 407
Access control groups: members field descriptions ................................................................................................................................... 409
Access control groups: advanced ....................................................................................................................................................................... 410
Access control groups: advanced field descriptions ................................................................................................................................... 411
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CIC System Configuration ...................................................................................................................................................................................... 412
System Configuration Pages ................................................................................................................................................................................. 412
Connection Security .................................................................................................................................................................................................. 413
Certificate Management ......................................................................................................................................................................................... 414
Prompt Server ............................................................................................................................................................................................................. 414
Prompt Server File Extensions .............................................................................................................................................................................. 416
Prompt Server - Add File Extension ................................................................................................................................................................... 417
Prompt Server - Virtual Directories .................................................................................................................................................................... 417
Prompt Server - Add Virtual Directory.............................................................................................................................................................. 418
Text to Speech............................................................................................................................................................................................................. 418
Display Name Format .............................................................................................................................................................................................. 419
Languages ..................................................................................................................................................................................................................... 420
Mailboxes ...................................................................................................................................................................................................................... 421
Host Server ................................................................................................................................................................................................................... 421
Trace Logs ..................................................................................................................................................................................................................... 422
Site Information .......................................................................................................................................................................................................... 423
ACD Options ................................................................................................................................................................................................................ 423
Interaction Client ........................................................................................................................................................................................................ 423
Administrative Alerts ................................................................................................................................................................................................ 424
Review the IP configuration of your IC server ............................................................................................................................................... 424
Handler Name ............................................................................................................................................................................................................. 425
Handler Configuration ............................................................................................................................................................................................. 425
Initialization Function ............................................................................................................................................................................................... 426
Initialization Function Name ................................................................................................................................................................................. 426
Initialization Function Configuration ................................................................................................................................................................. 426
Introduction to Table Editor .................................................................................................................................................................................. 426
Configure DID/DNIS ................................................................................................................................................................................................. 427
Routing entry configuration .................................................................................................................................................................................. 428
Configure input conversion objects ................................................................................................................................................................... 430
Configure an old dial plan ..................................................................................................................................................................................... 433
Simulate a call ............................................................................................................................................................................................................. 433
Overview of the Phone Numbers container ................................................................................................................................................... 434
Manage named lists of phone numbers .......................................................................................................................................................... 435
Manage phone number classifications ............................................................................................................................................................. 435
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Simulate a call ............................................................................................................................................................................................................. 436
Configure private lines............................................................................................................................................................................................. 437
Accumulator ................................................................................................................................................................................................................. 438
Accumulator configuration .................................................................................................................................................................................... 438
Available Reports ....................................................................................................................................................................................................... 439
Multi-Language Support ........................................................................................................................................................................................ 440
System Parameter Configuration ........................................................................................................................................................................ 441
Server Parameter Configuration .......................................................................................................................................................................... 441
Packaged System Parameters............................................................................................................................................................................... 442
Add a status message .............................................................................................................................................................................................. 443
Status message name .............................................................................................................................................................................................. 444
Status Message Configuration ............................................................................................................................................................................. 444
Multi-Language Support ........................................................................................................................................................................................ 447
Actions ............................................................................................................................................................................................................................ 447
Action Names .............................................................................................................................................................................................................. 448
Action Configuration ................................................................................................................................................................................................ 448
Custom Screen Pop Configuration ..................................................................................................................................................................... 449
Web Browser Screen Pop ....................................................................................................................................................................................... 449
URL ................................................................................................................................................................................................................................... 449
Command Entries ...................................................................................................................................................................................................... 450
Log Retrieval Assistant............................................................................................................................................................................................. 450
LRA Company Configuration ................................................................................................................................................................................ 451
LRA Email Configuration ......................................................................................................................................................................................... 452
LRA Firewall Configuration .................................................................................................................................................................................... 452
LRA FTP Configuration............................................................................................................................................................................................. 453
Overview of Mail ........................................................................................................................................................................................................ 453
Providers ........................................................................................................................................................................................................................ 453
Configure a Notes provider ................................................................................................................................................................................... 454
Configure Interaction Message Store ............................................................................................................................................................... 455
Configure a GroupWise provider ........................................................................................................................................................................ 456
Configure an LDAP provider ................................................................................................................................................................................. 457
Configure an SMTP provider................................................................................................................................................................................. 458
Configure an IMAP provider ................................................................................................................................................................................. 459
Directories ..................................................................................................................................................................................................................... 459
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Interaction Administrator Printable Help
Transports ..................................................................................................................................................................................................................... 460
Prefixes and Voicemail............................................................................................................................................................................................. 460
ACD Options ................................................................................................................................................................................................................ 461
Monitored Mailboxes ............................................................................................................................................................................................... 462
Attendant Mailboxes ................................................................................................................................................................................................ 463
Interaction Process Automation .......................................................................................................................................................................... 464
Security Specifications ............................................................................................................................................................................................. 464
Interaction Feedback Settings .............................................................................................................................................................................. 466
Fax Configuration ...................................................................................................................................................................................................... 467
Appearance .................................................................................................................................................................................................................. 467
Send/Receive Options ............................................................................................................................................................................................. 468
Fax Server ...................................................................................................................................................................................................................... 469
Advanced....................................................................................................................................................................................................................... 470
Fax Groups .................................................................................................................................................................................................................... 472
Fax Group Names ...................................................................................................................................................................................................... 472
Fax Group Configuration ........................................................................................................................................................................................ 472
Overview of CIC Data Sources and Contact Lists ......................................................................................................................................... 472
CIC Data Source Name ............................................................................................................................................................................................ 473
CIC Data Source Configuration ............................................................................................................................................................................ 474
ODBC Data Source Configuration....................................................................................................................................................................... 474
JDBC Data Source Configuration ........................................................................................................................................................................ 475
JDBC-ODBC Data Source Configuration .......................................................................................................................................................... 476
LDAP Data Source Configuration ........................................................................................................................................................................ 477
MAPI Data Source Configuration ........................................................................................................................................................................ 478
White Pages Data Source Configuration ......................................................................................................................................................... 479
Reverse White Pages Lookup Sequence .......................................................................................................................................................... 480
Contact Data Manager ............................................................................................................................................................................................ 481
Contact Data Manager Configuration............................................................................................................................................................... 481
Contact Data Manager Icons ................................................................................................................................................................................ 482
Contact List Sources Configuration .................................................................................................................................................................... 483
Contact List Sources - Options............................................................................................................................................................................. 484
Contact List Source Name ...................................................................................................................................................................................... 484
CIC LDAP Contacts .................................................................................................................................................................................................... 485
LDAP contact list attributes ................................................................................................................................................................................... 487
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Table of Contents
Preparing to Use Web Interactions .................................................................................................................................................................... 488
Web Services Configuration .................................................................................................................................................................................. 489
Web Services Parameters ....................................................................................................................................................................................... 489
Overview of automatic speech recognition .................................................................................................................................................... 493
Recognition Configuration - General ................................................................................................................................................................ 493
Recognition Configuration - Grammar Cache ............................................................................................................................................... 494
Properties ...................................................................................................................................................................................................................... 495
Preloaded Grammars ............................................................................................................................................................................................... 499
Recognition Configuration - ASR Engines ...................................................................................................................................................... 500
General ........................................................................................................................................................................................................................... 500
Properties ...................................................................................................................................................................................................................... 500
Preloaded Grammars ............................................................................................................................................................................................... 504
General ........................................................................................................................................................................................................................... 504
Properties ...................................................................................................................................................................................................................... 505
Preloaded Grammars ............................................................................................................................................................................................... 509
Loquendo Configuration ........................................................................................................................................................................................ 509
Media Servers .............................................................................................................................................................................................................. 510
Media Server Configuration Properties ............................................................................................................................................................ 510
Media Server General Configuration ................................................................................................................................................................. 511
Servers ............................................................................................................................................................................................................................ 511
Media Server Properties.......................................................................................................................................................................................... 511
Media Server Web Configuration ....................................................................................................................................................................... 513
SIP Proxies..................................................................................................................................................................................................................... 514
SIP Proxy Configuration - General ...................................................................................................................................................................... 515
SIP Proxy Configuration - Web Configuration .............................................................................................................................................. 515
MRCP Servers Configuration................................................................................................................................................................................. 516
MRCP Servers Configuration................................................................................................................................................................................. 517
External Audio Sources ............................................................................................................................................................................................ 518
Supported Resources ............................................................................................................................................................................................... 519
Server Properties ........................................................................................................................................................................................................ 519
Voices.............................................................................................................................................................................................................................. 520
Custom attributes ...................................................................................................................................................................................................... 520
History ............................................................................................................................................................................................................................ 521
Session Manager Configuration .......................................................................................................................................................................... 521
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Interaction Administrator Printable Help
SMS .................................................................................................................................................................................................................................. 522
SMS Inbound Routing ............................................................................................................................................................................................. 523
SMS Inbound Route Configuration .................................................................................................................................................................... 524
SMS Broker ................................................................................................................................................................................................................... 525
SMS Broker: Configuration .................................................................................................................................................................................... 525
SMS Broker Proxy ...................................................................................................................................................................................................... 527
SMS Broker: Message Originated ....................................................................................................................................................................... 527
SMS Broker: Message Terminated ...................................................................................................................................................................... 528
SMS Status Report..................................................................................................................................................................................................... 529
Problem Reporter ...................................................................................................................................................................................................... 530
About Interaction Tracker ...................................................................................................................................................................................... 530
Configuring Interaction Tracker........................................................................................................................................................................... 530
Naming........................................................................................................................................................................................................................... 531
Server .............................................................................................................................................................................................................................. 532
Database ........................................................................................................................................................................................................................ 532
Multi-language Support ......................................................................................................................................................................................... 533
Data Purging ................................................................................................................................................................................................................ 533
Import and Reassignment ...................................................................................................................................................................................... 534
Image and URL............................................................................................................................................................................................................ 535
Items Tracked .............................................................................................................................................................................................................. 535
External Utilities .......................................................................................................................................................................................................... 536
Timesheet Reporting ................................................................................................................................................................................................ 536
Defining Interaction Tracker Types .................................................................................................................................................................... 537
Individual Types .......................................................................................................................................................................................................... 537
Organization Types ................................................................................................................................................................................................... 538
iAddress Types ............................................................................................................................................................................................................ 538
iAddress Sub-types ................................................................................................................................................................................................... 538
Tracker Attribute Types ........................................................................................................................................................................................... 538
Tracker Address Types ............................................................................................................................................................................................. 539
Titles ................................................................................................................................................................................................................................ 539
Security ........................................................................................................................................................................................................................... 540
Interaction Recorder ................................................................................................................................................................................................. 541
Interaction Recorder Configuration ................................................................................................................................................................... 541
Recording Processing .............................................................................................................................................................................................. 541
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Table of Contents
Email ................................................................................................................................................................................................................................ 542
Recording Generation .............................................................................................................................................................................................. 542
Key Generation ........................................................................................................................................................................................................... 543
Policy Editor ................................................................................................................................................................................................................. 544
Interaction Screen Recorder .................................................................................................................................................................................. 544
Screen Recording ....................................................................................................................................................................................................... 545
Remote Content Server ........................................................................................................................................................................................... 546
Interaction Optimizer ............................................................................................................................................................................................... 547
Interaction Optimizer Configuration ................................................................................................................................................................. 548
Interaction Optimizer Database Configuration ............................................................................................................................................. 549
Agents............................................................................................................................................................................................................................. 549
Daily Agent Availability Constraints ................................................................................................................................................................... 551
Agent Activity Configuration ................................................................................................................................................................................ 552
Interaction Optimizer ............................................................................................................................................................................................... 554
Interaction Conference Configuration .............................................................................................................................................................. 554
Conference Room Configuration ........................................................................................................................................................................ 556
Interaction Conference Email Templates ......................................................................................................................................................... 557
Setting Default Conference Options.................................................................................................................................................................. 558
Overview of Interaction Analyzer ........................................................................................................................................................................ 560
Manage keyword sets .............................................................................................................................................................................................. 560
Add a keyword set ..................................................................................................................................................................................................... 561
Search for a keyword set ........................................................................................................................................................................................ 562
Modify a keyword set............................................................................................................................................................................................... 563
Manage keywords ..................................................................................................................................................................................................... 564
Set the score for a keyword................................................................................................................................................................................... 564
Set the confidence threshold for a keyword .................................................................................................................................................. 565
Modify advanced keyword definition settings .............................................................................................................................................. 566
Manage custom attributes ..................................................................................................................................................................................... 568
Add keyword set notes............................................................................................................................................................................................ 568
Salesforce CTI Configuration ................................................................................................................................................................................ 569
Create a New Configuration Item ....................................................................................................................................................................... 570
Salesforce: General .................................................................................................................................................................................................... 570
Salesforce: Default User Options......................................................................................................................................................................... 571
Salesforce: Call Attribute Mapping..................................................................................................................................................................... 572
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Interaction Administrator Printable Help
Salesforce: Advanced ............................................................................................................................................................................................... 573
ACD term ....................................................................................................................................................................................................................... 574
DND ................................................................................................................................................................................................................................. 574
CIC Port Number ........................................................................................................................................................................................................ 574
CIC Registry Entries ................................................................................................................................................................................................... 574
Immediate Mode ....................................................................................................................................................................................................... 575
Initialization Function ............................................................................................................................................................................................... 575
Wink Mode ................................................................................................................................................................................................................... 575
Salesforce CTI Configuration ................................................................................................................................................................................ 576
Solving problems ....................................................................................................................................................................................................... 576
Introduction to Table Editor .................................................................................................................................................................................. 577
Importing Data from a Spreadsheet or Database ........................................................................................................................................ 578
Importing Data from Another Table .................................................................................................................................................................. 578
Keyboard Shortcuts................................................................................................................................................................................................... 578
Save table data ........................................................................................................................................................................................................... 579
Show table properties .............................................................................................................................................................................................. 579
Add a Column ............................................................................................................................................................................................................. 579
Add a Row..................................................................................................................................................................................................................... 579
Undo edits .................................................................................................................................................................................................................... 579
Redo edits ..................................................................................................................................................................................................................... 580
Create a unique index .............................................................................................................................................................................................. 580
Create a multi-value index ..................................................................................................................................................................................... 580
Remove the index ...................................................................................................................................................................................................... 580
Delete the current column(s) ................................................................................................................................................................................ 580
Delete the current row(s) ........................................................................................................................................................................................ 580
Index ................................................................................................................................................................................................................................ 581
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Interaction Administrator
Interaction Administrator Help
This help contains information about the Interaction Administration application. The application interface consists of a
tree view window (the left hand pane) with container names and icons, and a list view window (the right hand pane)
displaying columns of pertinent configuration data for the container selected in the tree view.
Note: Anytime you open Interaction Administrator, the top-level container is expanded and displays all sibling
containers under it.
•
A note about client applications: Customer Interaction Center (CIC) supports several interaction management
client applications. This documentation uses the term "CIC client" to refer to these applications, which include
Interaction Connect, Interaction Desktop, and Interaction Client Web Edition.
Interface commands
Click on one of the following links for more information on available commands from the Interaction Administrator
interface:
•
Menu Commands
•
Toolbar Commands
•
Right-Click Menu Commands
•
Selection Commands
Create new entries
To create new configuration entries, select a container in the tree view. Configuration objects in that container (if any
are defined) appear in the list view.
In the list view pane:
1.
Press the Insert key to create a new entry, or
Right-click and select the New Insert command, or
On the Edit menu select the New Entry Insert command
2.
Type the name of the configuration entry, and then click OK.
Some containers have an associated Configuration object displayed in the list view window (such as Default User
Configuration and System Configuration). Double-click the configuration object to modify its properties.
Note: The list view does not redraw the list every time you insert, delete, or modify an entry. The list view is
refreshed only when you use the Refresh (F5) command, sort the columns, or when you select a new branch in the
tree view. Deletes will leave the following item selected. Inserts are added to the bottom of the list.
Modify existing entries
To modify existing configuration entries, do one of the following:
•
Double-click on a configuration object in the list view window, or
•
Select an entry in the list view and right-click to select the Properties menu, or
•
On the Edit menu, click Properties.
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Interaction Administrator Printable Help
You can display a pop-up menu for some configuration entries. In list view, select the entry, and then right-click the
entry. Use the menu options to modify key configuration data, and then click OK to save the changes.
Editing lists of configuration entries
Property pages in most configuration entries include two buttons to facilitate making individual changes to each entry
quickly.
The
buttons allow you to display the previous (above) or the next (below) entry’s configuration in the list view
window, automatically saving changes as you do.
The
check box gives you the option to display a dialog box asking you to confirm you want to save
any changes. Click here for an explanation of why you may see the "Do you want to save changes?" in the Auto Save
dialog box when you didn’t change anything.
Notes: Most configuration property changes are recognized by CIC immediately after they are saved. The only
exceptions are server parameters and entry fields that include UNC or explicit drive/directory names. These changes
are recognized only after restarting CIC.
All property page fields that require a file name for input include a Browse button to help you locate and enter the
correct path and file name.
Using the Apply button
Use the Apply button to save any changes you may have made in a property page without closing the property page,
like the OK button. When you create a new object in Interaction Administrator, the Apply button is not available until
after you click the OK button and open it the second time. The Apply button is available all the time, but it knows if
you have already saved something; it will not write the same saved data again.
Site name
The site name is specified during the IC server installation procedure and cannot be changed from within Interaction
Administrator. The server name is automatically detected during IC server installation and this name is inserted in
Interaction Administrator.
Caution: If you need to change the site, configuration (Production), or server name settings after you install the IC
server, use the Setup Assistant. For more information, see the Setup Assistant help.
If an Interactive Intelligence Support representative gives you specific instructions to edit these settings in the registry,
use only DSEdit to make the recommended changes. If you incorrectly change these settings, you could adversely
affect the performance of CIC or prevent it from functioning properly.
License information.
The Interaction Administrator screen displays how many days you have to renew your license before expiration in the
lower left-hand corner.
A message is shown requesting the system administrator re-register the license file with Interactive Intelligence prior
to the license anniversary date. If license renewal is due within a specific time period, a message is displayed similar to
"Your license is due for its annual re-registration in XX days. Please visit http://license.inin.com to re-register your
license."
Other licensing messages are displayed as well. For example, in a non-Switchover environment, you may see "The new
license file was successfully published to this server.", or "The new license file failed to apply to this server. Contact
Support for further assistance."
Related Topics
2
Interaction Administrator
Overview of how to add users
Auto Save feature
Exporting configuration data
Updating configuration values
01/18/2016
CIC 2016 R2
Feedback
About Setup Assistant
During installation, the installer uses IC Setup Assistant to configure any or all of the following features for Interaction
Administrator:
•
CIC administrator and network information
•
CIC license
•
Dial plan
•
Database
•
CIC optional components, such as Switchover, Multi-Site RTM, and TFTP server
•
Site Information (Interaction Tracker — add-on license)
•
Server Group Certificate and Private Key (Switchover)
•
Interaction Recorder (add-on license)
•
Speech Recognition engine (add-on license)
•
Mail provider
•
Log Retrieval Assistant
•
SIP Lines and Default Registration
•
Stations
•
Users
•
Workgroups
•
Roles
•
Default hours of operation
•
Group call processing
•
DCOM security
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Interaction Administrator Printable Help
After the installation is complete, you can re-run IC Setup Assistant to complete the tasks that you cannot complete in
Interaction Administrator or anywhere else in CIC.
When you re-run the IC Setup Assistant, a different Welcome page appears. From this page, you can make the
following changes by re-running IC Setup Assistant:
•
Identity
•
Optional components
•
Dial plan
•
Rename DS
•
Database
•
DCOM
•
Certificates
You must make additions or changes to the following configurations in Interaction Administrator:
•
Site information
•
SIP lines and default registration group
•
Interaction Recorder
•
Speech recognition
•
Mail provider
•
Log retrieval assistant
•
Stations
•
Users
•
Workgroups
•
Roles
Additions or changes to the following configurations must be made in Interaction Attendant:
•
Default hours of operation
•
Group call processing
Feedback
New features in Interaction Administrator
The CIC product suite has a new distribution model with new naming, faster release cycles, and higher quality. CIC 4.0
SU 6 was the last release using the older model. CIC 2015 R1 is first of the new releases. CIC 2015 R1 or later can be
applied to any CIC 4.0 SU.
Interaction Administrator for Interaction Center (IC) version 4.0 contains the following new features to assist you in
customizing and configuring Interaction Center. The new features include:
Access Control Groups: Access Control Groups (ACGs) provide a flexible way of defining administrative access rights.
AudioCodes phones: CIC now supports AudioCodes phones.
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Interaction Administrator
Concurrent Licensing: This new license option allows licenses to be assigned to more users than there are licenses
available.
Crystal Reports: The Report Management container is now used to configure Crystal Reports 2013.
Enhanced Interaction Administrator Change Notification Log: CIC supports enhanced change audit logging for
selected Interaction Administrator containers.
Gmail OAuth support: CIC now supports OAuth 2.0 for Gmail authentication.
Interaction Analyzer: Interaction Analyzer's real-time word and phrase spotting allows for fully-integrated speech
analytics with supervisors and agents being informed in real time of interaction scores and spotted keywords and
phrases.
Interaction Update: You can now configure the local Interaction Update provider URI in the System Configuration
container.
Remote Content Server: Interaction Recorder Remote Content Server provides multiple efficiencies in recording
telephone conversations and screen activity in the Interaction Center environment. The Remote Content Server can
take over the certain tasks from the IC server improving bandwidth.
Security: The new security configuration and management dialog boxes have changed significantly, allowing
simplified management of these security settings. With the addition of a search function and the ability to get better
insight into the security inheritance model, administration and ongoing system maintenance has become much
easier. The new security settings also allow more granular control over existing features.
Server parameters for IC Business Manager views allow you to restrict the number of records that may appear in the
IC Business Manager statistics views.
Session Manager Regionalization: An off-server session manager can be assigned to a specific region/location and all
the client applications (the CIC clients and Interaction Center Business Manager) running in that location use the local
off-server session manager.
Single sign-on: When single sign-on is enabled, a user can log in once and then access multiple CIC applications
without being prompted to log in again.
Advanced syslog tracing options are available for Polycom phones.
Wrap-up Categories: Wrap-up codes can be associated with categories.
Overview of Interaction Administrator
Feedback
Overview of Interaction Administrator
Important: Interaction Administrator is available in several different editions: Interaction Administrator, Interaction
Web Edition, and Interaction Administrator Server Manager Administrator Edition. In this help system, "Interaction
Administrator" denotes the specific edition that you are using. The full product name appears at the top of each
help topic. The full product name may also be used in a help topic when necessary to distinguish between
Interaction Administrator editions.
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Interaction Administrator Printable Help
Interaction Administrator allows the system administrator to configure virtually every aspect of the Interaction Center
(CIC) - from the telephony hardware and inbound/outbound phone lines on the server, to the appearance and
security levels of each user’s CIC client.
Other configurable features include:
•
Fax resources and fax groups
•
Dial plan configuration and dialing privileges for the server
•
Telephone lines and line groups, including an SMDI interface
•
Customizations for T1, ISDN, and other digital line interfaces
•
Stations, such as PCs, telephones, internal and external fax resources
•
Users, Roles, and Workgroups, including ACD agent and skill configuration
•
Account codes for designated types of calls and account billing
•
A collective for easy communications across multiple CIC sites
•
Administration , security, and user privileges
•
IC report logs and reports for tracking phone system activity
•
CIC handlers, parameters, and other system initialization functionality
•
Status messages
•
DDE actions for invoking third party applications with each call
•
Data manager configuration for speed dial lists and directories
•
Response Management for creating Agent documents
•
Web interaction messages and URLs for the CIC Web server interface
In Interaction Administrator, functionality is organized in containers. For more information about the , see Containers
list.
Related topics
Containers list
Feedback
License Management
Use the License Management dialog box to view and load licenses.
Note: Only users with the master administrator right can access the License Management dialog box.
For complete instructions on updating your licenses, go to the License Management system at the Interactive
Intelligence license Web site at http://license.inin.com. You can also find information on licensing in the IC Licensing
Overview in the CIC Documentation Library.
To access the License Management dialog box, do one of the following:
•
6
On the button bar, click
Interaction Administrator
•
On the File menu, click License Management.
To load licenses of *.I3Lic or *.I3Lic.xml file types, click Load License.
To view the features included with the loaded licenses, click the Features tab.
To view your machine host ID, click View Host ID.
Related topics
Host ID
Feedback
Navigation Controls
The following navigation controls are always available in Interaction Administrator:
Lists support quick-key selection. That means you can select an entry inside any list and then press the letter or
number key that begins the entry you want to select. The cursor jumps to the first entry in the list that begins with
that character. If there are multiple entries that begin with the same character, you can continue to press the same
character key to select the next entry that begins with that character.
•
In the list view (right pane), once an entry is highlighted, you can press Enter to open the page for that entry.
•
When a configuration dialog box is open to a particular page, and there are multiple entries in that
configuration container, you can click on the >> button at the bottom of the page to view that page in the
next entry down the list. If the Confirm Auto-save check box is selected, you can make changes to each page,
click the >> (or << to go up) button, and the changes are saved automatically.
•
Interaction Administrator automatically remembers which container was selected from one session to the
next. In addition, it remembers which property page you were on each time you open a page.
•
Context sensitive menus are available in the list view (right pane) when you right-click, or when you see the
Context menu available on the menu bar. The available menus depend on which container is selected.
Feedback
Telephony Server Configuration
An IC server contains telephony hardware resources (for example, analog and/or digital voice boards, fax boards,
station boards, etc.) that connect incoming telephone lines with your company’s PCs, telephones, fax machines, etc.
Each IC server has a specific number of configurable resources that are defined in Interaction Administrator containers
found under the container named after the IC server (for example, I3Server). These include:
•
Report logs and accumulators activated for this server
•
Telephone lines that are defined to use a particular phone number, telephony board, port/channel, and other
attributes
•
Line groups that are named groups of telephone lines used for specific applications
•
Stations (for example, PCs, telephones, fax devices and stand-alone fax machines ) that have extensions and
are associated with specific boards, ports/channels, and so on
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Interaction Administrator Printable Help
Each IC server also supports server parameters that are similar to macros that contain data (such as drive and path
information) unique to that server and that can be used by the IC Interaction Processor as it operates.
Related topics
Add Stations Assistant
Add User Assistant
CIC System Configuration
Configure a SIP Line
Line Group Configuration
Station Group Configuration
User and Workgroup Configuration
Feedback
User and Workgroup Configuration
Each CIC user has at least one unique attribute (such as an extension number) along with many other attributes that
define the user’s CIC client interface, status messages, telephone privileges, security controls, workgroup
memberships, and so on. Each user inherits default values for some of these attributes from the Default User
configuration container, which is the logical place to start user configuration. The CIC installation program creates a
minimal set of Default User attributes that can be modified.
Each CIC user must have a network user account (for a Windows server) and have a Microsoft Exchange mail account
to receive voicemail and faxes. Configuring CIC users is easier if the network and Exchange accounts are already
established, but it is not required. Each user can be a member of zero or more CIC workgroups, which are logical
groups of users that can (optionally) have a common telephone extension and serve as a queue for ACD calls as well
as other attributes. Workgroups also inherit some default attributes from the Default User configuration container.
Wherever a user logs in to the CIC network, the Interaction Processor (IP) identifies that user by his or her unique
extension number and routes calls to the extension number of his or her current workstation. IP then routes calls and
tracks user interactions based on that user’s activity.
Related topics
Delete User
CIC System Configuration
Telephony Server Configuration
Overview of how to add users
Feedback
8
Interaction Administrator
CIC System Configuration
CIC system resources control specific features and functionality provided in the Interaction Center for the entire
configuration, regardless of how many servers or users are installed. System-level configuration includes:
•
Interaction Processor (IP) variables and startup handlers
•
Phone number identification and pattern matches. All dial plan configuration and phone number
classifications are controlled in the Phone Numbers container.
•
Report , Report Log , and Accumulator activity for gathering and producing call activity reports
•
System-wide parameters that can be referenced by all CIC handlers on each server
•
Status messages that can be defined on the server and set on each workstation running a CIC client.
•
Action definitions
•
Log Retrieval
•
Administrative, fax, and voice email account names
•
Interaction Process Automation
•
Interaction Feedback
•
Fax server, Interaction Fax Viewer default attributes and fax groups that are named groups of fax devices
used for specific applications.
•
Database and data source configuration
•
Predefined Web chat messages and URLs for agents taking Web chat sessions
•
Voice recognition
•
Media Servers
•
SIP Proxies
•
MRCP Servers
•
Session Manager
•
SMS
Feedback
Starting IC server modules
The IC server installation procedure sets up the IC Console service, which starts all the IC server modules automatically
as Windows services when the server is rebooted. If the server is restarted for any reason, all CIC services are
automatically started. In addition, if any individual module is ever terminated (for example, someone kills a process in
Task Manager), it will automatically be restarted when IC Console is running as a service.
In general, we recommend that any future IC server restarts include a complete power cycle of the server to ensure
that the telephony hardware and/or software is completely reset.
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Interaction Administrator Printable Help
Warning: Do NOT manually edit the registry entries in the IC ProcessTree and do NOT use these optional EicService
command line arguments without explicit instructions from qualified Interactive Intelligence representatives. Doing so
could cause your system to stop functioning or not start as designed.
Feedback
Minimum Hardware and Software Requirements
The system requirements for the current release are available on the Product Information site.
Administrator Access Controls
Feedback
Assign administrator access rights
Administrator access allows a user to modify configuration options in Interaction Administrator containers. You can
assign administrator access to any role, workgroup, user, or the default user.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign administrator access rights
1.
In the Security page, click Administrator Access.
The Administrator Access dialog box appears.
By default (<All>) categories are displayed. You can select a specific category of access rights or you can
locate rights by using the Search box.
2.
Select the rights to assign. You can assign specific access rights within a group (or container), or assign *[All]
access rights in a group.
3.
Click Close.
The Administrator Access page appears.
4.
Click Apply.
Your configuration changes are saved.
To allow an administrator to assign (edit) all of the actions in the Actions container
1.
From the Category list, select System.
2.
Under Actions, select the *[All] check box.
3.
Click Close.
Related topics
10
Interaction Administrator
Analyzer category
Attendant category
Collective category
Conference category
Dialer category
Integrations category
Optimizer category
People category
Recorder category
Resource category
Server category
Survey category
System category
Feedback
Overview of the master administrator rights
Users with master administrator rights have permission to add, remove or change all security rights. Anyone having
master administrator rights can view and change everything in Interaction Administrator, and assign or remove all
levels of rights for any other CIC account, including others with master administrator rights. All security pages
(especially Administrator Access and Access Control) for the Default User, User, Workgroup, and Role containers are
visible to master administrators. This is not the case for other accounts without master administrator rights.
Master administrators can grant individual users a range of access rights, which enable them to manage other CIC
configuration resources. These rights can be very minimal, such as a user allowed to run Interaction Administrator to
change only their own user and station configuration, or perhaps the user and station configurations for the members
of a workgroup. In contrast, a master administrator can grant another user rights to create, modify, or delete any
other CIC configuration resource in Interaction Administrator, including giving other users a subset of their own
administration rights. Master administrators also control the appearance of the Access Control and Administrator
Access pages for select users (other users do not have the option to control these pages).
Authorized Master Administrator network accounts
When IC is first installed, only the designated CIC Administrator account and the account used to run the IC server
Setup program have master administrator rights in Interaction Administrator. The CIC Administrator account is
specified during the IC server installation. When you are logged in to the network as either the CIC Administrator or
with the account used to run the IC Server Setup program (typically, the network system administrator account), you
have Master Administrator rights when you start Interaction Administrator. All other users who start Interaction
Administrator will not see the configuration containers in the left window pane unless they are given rights to view
and or modify specific configuration entries
Related topics
Assign the master administrator rights
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Interaction Administrator Printable Help
Overview of security for people
Feedback
Overview of access control rights
Access control rights determine which items each user, workgroup, or role can view and which items they can modify
in CIC. "Modify" means to perform CIC client functions such as pick up calls, listen in on calls, place calls on hold,
change (valid) status, and so on. You can assign access control rights to roles, workgroups, the default user and users.
You cannot remove access control rights that a user, workgroup, or role has inherited. You must remove rights at the
level where they are set. See Configuration property inheritance for more information.
Related topics
Overview of security for people
Assign access control rights
Configuration property inheritance
Feedback
Overview of administrator access rights
Administrator access options allow access to a subset of rights that are available with the Master Administrator
right. These rights control what objects are shown and what objects can be edited in Interaction Administrator. You
can set access at the default user, role, user, or workgroup level.
Related topics
Overview of security for people
Admin Access Categories
Assign administrator access rights
Interaction Administrator Interface
Interaction Administrator Help
This help contains information about the Interaction Administration application. The application interface consists of a
tree view window (the left hand pane) with container names and icons, and a list view window (the right hand pane)
displaying columns of pertinent configuration data for the container selected in the tree view.
Note: Anytime you open Interaction Administrator, the top-level container is expanded and displays all sibling
containers under it.
•
A note about client applications: Customer Interaction Center (CIC) supports several interaction management
client applications. This documentation uses the term "CIC client" to refer to these applications, which include
Interaction Connect, Interaction Desktop, and Interaction Client Web Edition.
Interface commands
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Interaction Administrator
Click on one of the following links for more information on available commands from the Interaction Administrator
interface:
•
Menu Commands
•
Toolbar Commands
•
Right-Click Menu Commands
•
Selection Commands
Create new entries
To create new configuration entries, select a container in the tree view. Configuration objects in that container (if any
are defined) appear in the list view.
In the list view pane:
1.
Press the Insert key to create a new entry, or
Right-click and select the New Insert command, or
On the Edit menu select the New Entry Insert command
2.
Type the name of the configuration entry, and then click OK.
Some containers have an associated Configuration object displayed in the list view window (such as Default User
Configuration and System Configuration). Double-click the configuration object to modify its properties.
Note: The list view does not redraw the list every time you insert, delete, or modify an entry. The list view is
refreshed only when you use the Refresh (F5) command, sort the columns, or when you select a new branch in the
tree view. Deletes will leave the following item selected. Inserts are added to the bottom of the list.
Modify existing entries
To modify existing configuration entries, do one of the following:
•
Double-click on a configuration object in the list view window, or
•
Select an entry in the list view and right-click to select the Properties menu, or
•
On the Edit menu, click Properties.
You can display a pop-up menu for some configuration entries. In list view, select the entry, and then right-click the
entry. Use the menu options to modify key configuration data, and then click OK to save the changes.
Editing lists of configuration entries
Property pages in most configuration entries include two buttons to facilitate making individual changes to each entry
quickly.
The
buttons allow you to display the previous (above) or the next (below) entry’s configuration in the list view
window, automatically saving changes as you do.
The
check box gives you the option to display a dialog box asking you to confirm you want to save
any changes. Click here for an explanation of why you may see the "Do you want to save changes?" in the Auto Save
dialog box when you didn’t change anything.
Notes: Most configuration property changes are recognized by CIC immediately after they are saved. The only
exceptions are server parameters and entry fields that include UNC or explicit drive/directory names. These changes
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Interaction Administrator Printable Help
are recognized only after restarting CIC.
All property page fields that require a file name for input include a Browse button to help you locate and enter the
correct path and file name.
Using the Apply button
Use the Apply button to save any changes you may have made in a property page without closing the property page,
like the OK button. When you create a new object in Interaction Administrator, the Apply button is not available until
after you click the OK button and open it the second time. The Apply button is available all the time, but it knows if
you have already saved something; it will not write the same saved data again.
Site name
The site name is specified during the IC server installation procedure and cannot be changed from within Interaction
Administrator. The server name is automatically detected during IC server installation and this name is inserted in
Interaction Administrator.
Caution: If you need to change the site, configuration (Production), or server name settings after you install the IC
server, use the Setup Assistant. For more information, see the Setup Assistant help.
If an Interactive Intelligence Support representative gives you specific instructions to edit these settings in the registry,
use only DSEdit to make the recommended changes. If you incorrectly change these settings, you could adversely
affect the performance of CIC or prevent it from functioning properly.
License information.
The Interaction Administrator screen displays how many days you have to renew your license before expiration in the
lower left-hand corner.
A message is shown requesting the system administrator re-register the license file with Interactive Intelligence prior
to the license anniversary date. If license renewal is due within a specific time period, a message is displayed similar to
"Your license is due for its annual re-registration in XX days. Please visit http://license.inin.com to re-register your
license."
Other licensing messages are displayed as well. For example, in a non-Switchover environment, you may see "The new
license file was successfully published to this server.", or "The new license file failed to apply to this server. Contact
Support for further assistance."
Related Topics
Overview of how to add users
Auto Save feature
Exporting configuration data
Updating configuration values
01/18/2016
CIC 2016 R2
Feedback
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Interaction Administrator
Containers list
The following table describes the containers and subcontainers in Interaction Administrator.
If a listed container does not appear in your copy of Interaction Administrator, it may mean that you have not
installed the release of CIC or functionality that requires that container, or it may mean that you do not have rights to
the container.
Configuration Container
Description
Collective
If you have installed Interaction Multi-Site, this is the
container in which you can configure several Multi-Site
behaviors.
Collective: Home Site
Configures the site identifier and password for this IC
server.
Collective:Peer Sites
Identifies other IC servers in the collective and allows
you to check connectivity and synchronize with those
sites.
Server (your IC server Name)
Configures the handlers, report logs, accumulators,
and several other settings to run on this server.
Note: When Interaction Administrator is connected to
a backup server in a switchover pair, and you are
connected to the backup server, the name of the
server appears with the label "(Backup)."
Server:Lines
Configures digital lines for the server.
Server:Line Groups
Defines line groups and dial groups based on
configured lines.
Server:Stations
Configures workstations, fax stations, stand-alone
phones, or any other kind of station information
including extension, board number, port number, etc.
Server:Stations: Templates
Configures the default behavior of stations by the type
of station, such as standalone phone or workstation.
Server:Stations:Groups
Creates station groups so that you may transfer a
caller to a specific group of stations.
Server:Stations:Default Station
Configures default station settings globally, including
SIP stations settings.
Server:Managed IP Phones
Configures and manages IP phones.
Server:Managed IP Phones:Templates
Configures the default behavior when importing or
creating new individual managed IP phones.
Server:Managed IP Phones:Ring Tones
Configures ring tone behavior for managed IP phones.
Server:Managed IP Phones:Default IP Phone
Configures the default IP phone provisioning line.
Server:Managed IP Phones:Registration Groups
Configures the settings used when provisioning
managed IP phones.
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Interaction Administrator Printable Help
Server: SIP Bridges
Configures connectivity paths (SIP bridges) between
remote users and the IC server.
Server: Audio Sources
Configures sources that continuously transmit audio
and can be listened to simultaneously by multiple calls.
Server:Server Parameters
Defines parameters used by handlers and IC
subsystems for this server.
Server:Structured Parameters
Defines typed, grouped parameters that are used by
handlers and IC subsystems for this server.
Regionalization
Defines region-specific configuration options, such as
locations.
Regionalization: Locations
Defines locations and endpoints (lines, stations, and
servers) that share a common dial plan and sets the
codec mappings for the endpoints.
Regionalization: Default Regionalization
Sets the default server location and conference
settings.
Regionalization: Selection Rules
Configures rules that are used for prioritizing server
use, per location.
Licenses Allocation
Displays licenses and their allocations based on users
and stations.
People
Contains subcontainers where you configure users,
workgroups, roles, and related functionality.
People:Default User
Controls user options, basic security and access control
for all users, workgroup members, and roles. All users,
workgroup members, and roles inherit these
properties.
People:Roles
Defines roles, which are reusable sets of basic security
settings and access control settings. You use roles to
easily configure standardized security and access
control levels for users and workgroups.
People:Users
Controls workgroups, options, basic security, ACD
features, access control, etc., for each user.
People:Workgroups
Controls members, options, basic security, ACD
features, and access control for workgroups.
People:Password Policies
Configures security policies for use with CIC passwords
and apply these policies per role or user.
People:Password Policies:Policies
Defines new policies.
People:Schedules
Creates and configures schedules used to schedule
menus in Interaction Attendant.
People:Secure Input Forms
Defines forms that Agents use to collect confidential
customer information.
People: Wrap-up
People: Wrap-up Categories
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Defines categories and codes that indicate the nature
of interactions for reporting purposes.
Defines groupings of wrap-up codes for reporting and
other purposes.
Interaction Administrator
People:Wrap-up:Wrap-up Codes
Defines wrap-up codes that Agents associate with
interactions to indicate the nature of the interaction.
People:Client Buttons
Configures buttons to appear in the CIC clients that
open an application or invoke a custom handler.
People:Client Configuration
Defines templates that specify the CIC client
configuration and apply these templates to users.
People:Client Configuration:Templates
Defines new templates.
People: Queue Columns
Configures which fields can be displayed in Interaction
Client's My Interactions page.
People:Account Codes Configuration
Enables the account code feature for tracking
incoming and outgoing calls.
People:Account Codes Configuration:Account Codes
Creates and configures account codes optionally used
for incoming and outgoing calls.
People:Client Templates
Defines templates that determine how the CIC clients
should look and behave. The templates can be
assigned to multiple agents to simplify the installation
and configuration of their stations.
People:Response Management
Creates a library of predefined responses that agents
can use in chat sessions, email messages, and
callbacks.
People:Response Management:Import Documents
Imports previously exported response management
documents into the library of responses.
People:Skills
Defines ACD skills to assign to users or workgroups.
People:Access Control Groups
Provides a flexible way to group CIC objects in order to
assign administrative access rights to users and
workgroups.
System Configuration
Controls default mailbox accounts, languages, and
host server configuration.
System Configuration:Interaction Processor
Configures handlers in Interaction Processor.
System Configuration:Interaction Processor:Handlers
Lists handlers active on the server.
System Configuration:Interaction
Processor:Initialization Functions
Lists initialization functions used by CIC handlers (do
not modify these functions).
System Configuration:Interaction Processor:Tables
Enables you to create in-memory tabular databases for
fast lookups on static data by handlers
System Configuration:Phone Numbers
Defines dial plans, dialing classifications, and phone
number processing.
System Configuration:Report Logs
Defines report logs that capture all call data. Several
standard logs are bundled with CIC.
System Configuration:Accumulators
Defines accumulators used to hold numbers of system
events for tracking and monitoring system
performance.
System Configuration:System Parameters
Defines parameters that are used by handlers and IC
subsystems on all servers across the system.
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Interaction Administrator Printable Help
System Configuration:Office Communications
Server/Microsoft Lync
Defines the format for the line URI, which is used to
create each user's line URI in Active Directory.
System Configuration:Office Communications
Server/Microsoft Lync:Status Messages
Defines the Interaction Center status mapping for each
Office Communications Server/Microsoft Lync
presence state.
System Configuration:Office Communications
Server/Microsoft Lync:Active Directories
Defines the domain for each Active Directory and tests
the connection to the Active Directory.
System Configuration:Status Messages
Defines status messages and their attributes that
appear in the CIC clients in the Status box (e.g., At
Lunch, Available, etc.).
System Configuration:Actions
Defines DDE actions and commands that can be
invoked when a call connects or disconnects.
System Configuration:Log Retrieval Assistant
Configures how logs are retrieved through Log
Retrieval Assistant.
System Configuration:Mail
Defines multiple mail storage sources.
System Configuration: Single Sign-On
Enables users to securely log in to CIC applications
through third-party authentication providers.
System Configuration: Single Sign-On: Secure Token
Server
Configures the Secure Token Server, which grants
authenticated users access to specific CIC applications.
System Configuration: Single Sign-On: Identity
Providers
Configures the Identity Providers, which authenticate
login requests from users.
System Configuration: Interaction Process
Automation
Activates and deactivates published Interaction
Process Automation processes.
System Configuration: Interaction Process
Automation:Security Specifications
Controls access to process-level variables in an
Interaction Process Automation process.
System Configuration: Interaction Feedback
Configures settings for survey recordings.
System Configuration:Fax
Controls the fax appearance, cover page, and other
options.
System Configuration:Fax Configuration:Fax Groups
Defines fax groups when multiple fax resources are
available to be dedicated to specific purposes (e.g.,
inbound, outbound, etc.)
System Configuration:IC Data Sources
Defines external data sources CIC uses for report logs,
contact databases, etc.
System Configuration:Contact Data Manager
Controls general resources used by the Contact List
Sources.
System Configuration:Contact Data Manager:Contact
List Sources
Specifies CIC data sources to use for creating contact
lists that integrate with CIC clients.
System Configuration:Web Services
(Available with Web add-on license, IC Web Services
installed.) No configuration dialog exists for Web
Services. You can, however, configure five parameters
using the Parameters folder in the Web Services
container.
System Configuration:Web Services:Web Services
Parameters
(Available with Web add-on license, IC Web Services
installed.) Lets you configure parameters including the
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Interaction Administrator
join and leave messages for Chats, the IC server name
displayed for the agent's side of Chats (you might put
your company's name here), the Web Services port
number, and the time that visitor's URLs will remain in
the Web Sessions tab after they have left the website.
System Configuration:Recognition
Configures the behavior of all speech recognition
servers.
System Configuration:Recognition:Loquendo
Configures the behavior of all Loquendo speech
recognition servers.
System Configuration:Recognition:Loquendo:Servers
Configure the behavior of each individual Loquendo
speech recognition server.
System Configuration:Recognition:Interaction Speech
Recognition
Configures the behavior of all Interaction Speech
Recognition servers.
System Configuration:Recognition:MRCP
Configures the behavior of all MRCP speech
recognition servers.
System Configuration:Recognition:MRCP:Servers
Configures the behavior of each individual MRCP
speech recognition server.
System Configuration:Recognition:Nuance
Recognizer
Configures the behavior of all Nuance speech
recognition servers.
System Configuration:Recognition:Nuance
Recognizer:Servers
Configures the behavior of each individual Nuance
speech recognition server.
System Configuration:Media Servers
Configures stand-alone media servers to record and
monitor calls on media server devices, as well as play
on-hold music to callers connected with a media
server device.
System Configuration:Media Servers:Servers
Sets the location and other server-specific details for
each media server.
System Configuration:SIP Proxies
Configures the settings for each SIP proxy.
System Configuration:MRCP Servers
Configures options for all MRCP servers including the
protocol and network adapter
System Configuration:MRCP Servers:Servers
Configures the SIP address, location, priority, and
capabilities of each MRCP server.
System Configuration:Session Managers
Configures the settings for all Session Manager
servers.
System Configuration:Session Managers:Servers
Configures the settings for each Session Manager
server. These settings include the FQDN, the
acceptable connections, and the server location.
System Configuration:SMS
Configures behavior of Short Message Service
messages.
System Configuration:SMS:Brokers
Defines connection with a broker.
System Configuration:Problem Reporter
Enables an authorized user to report a problem with a
CIC client to the user's support representative.
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Interaction Administrator Printable Help
System Configuration: Problem Reporter
Enables an authorized user to report a problem with a
CIC client to the user's support representative.
System Configuration: Layouts
Identifies station locations on floor plan images.
Interaction Tracker
Configures Interaction Tracker behavior that displays
views of interaction history.
Interaction Tracker:Individual Types
Defines individual types such as Marketing Director.
Interaction Tracker:Organization Types
Defines organization types such as Marketing.
Interaction Tracker:iAddress Types
Defines iAddress types such as Home or Mobile.
Interaction Tracker:iAddress Subtypes
Defines iAddress sub-types to extend iAddress type
such as Home 1 and Home 2.
Interaction Tracker:Tracker Attribute Types
Defines attribute types for individuals, locations and
organizations to extend these types.
Interaction Tracker:Tracker Address Types
Defines address types such as billing or shipping.
Interaction Tracker:Titles
Defines titles such as Mr. or Mrs.
Interaction Tracker:Read-only Data Sources
Designates read-only data sources, so that Data
Manager does not modify them.
Interaction Recorder
Configures what interactions are recorded and how
interactions are recorded.
Interaction Recorder:Policy Editor
Creates policies that manage recordings.
Interaction Recorder:Screen Recording
Configures Interaction Screen Recorder.
Interaction Recorder:Remote Content Server
Interaction Optimizer
Configures Activity Types, Day Classifications, and
Scheduling Units to prepare Forecasts and Schedules
for Real-time Adherence.
Interaction Analyzer
Defines the keywords that Interaction Analyzer uses to
monitor conversations between agents and customers.
Interaction Analyzer:Keyword Sets
Organizes keywords into logical groups.
Integrations
Configures the CIC integrations to third-party
applications.
Integrations:Salesforce CTI Configuration
Configures the CIC integration to Salesforce Desktop.
Report Management
Configures custom reports that are run in Interaction
Reporter in IC Business Manager.
Report Management:Report Configuration
Manages report metadata.
Report Management:Report Configuration Export
Exports report configuration metadata to an XML
format file.
Report Management:Report Configuration Import
Imports report configuration metadata from an XML
format file.
Report Management:Report System Settings
Configures the first day of a customer's work week and
sets the report timeout value.
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Interaction Administrator
Feedback
Menu Commands
The menu bar includes commands on each of the File, Edit, View, Context, and Help menus. The following
information describes the most important menu bar commands. Available commands vary according to the selected
container.
File
The File menu includes the Export, License Management, and Exit commands.
Export dumps the existing CIC configuration data into a .csv file, which can then be opened with Excel.
License Management To update CIC licenses, click this command to display the License Management dialog.
The Exit command closes Interaction Administrator.
Edit
The Edit menu includes the Copy (Ctrl+C) and Paste (Ctrl+V) commands to copy and paste (with a new name)
configuration entries. Copy and Paste work for all entries except Skills and Report Logs.
The menu also includes the following standard New Entry (Insert), Delete Entry (Delete), and Properties (Enter)
commands:
Command
Description
New Entry (Insert)
Requires that you select a configuration container in the tree view.
Newly inserted items are added to the bottom of the list.
Delete Entry (Delete)
Requires that you select one or more configuration entries in the list view.
A Delete leaves the previous item in the list selected.
Properties (Enter)
Requires that you select only one configuration entry in the list view.
View
The View menu includes the following commands:
Filter Bar (F3)
Jump to/from filter Bar (Shift+F3)
Clear Filter Bar (Alt+F3)
Expand Tree
Select this command to expand the tree and to show all branches.
Initial Tree
Select this command to revert the initial tree view that is displayed when you start Interaction Administrator. The
initial tree view displays the top-level (Production) as expanded and displays all sibling containers under Production.
Collapse Whole Tree
This command collapses the entire tree showing only Site.
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Interaction Administrator Printable Help
Refresh (F5)
This command causes Interaction Administrator to read the directory services data and to refresh the entries in the list
view. The list view does not redraw the list after every time you insert, delete, or modify an entry. The list view is
refreshed only when you use the Refresh (F5) command, sort the columns, or when you select a new branch in the
tree view.
Toolbar
This command controls (toggles) the appearance of the toolbar icons near the top of the Interaction Administrator
window.
Status Bar
This command controls (toggles) the appearance of the status bar at the bottom of the window.
The Status Bar and Toolbar commands control (toggle) the appearance of the status bar at the bottom of the
Interaction Administrator window, and the toolbar icons near the top of the window.
Context
The Context menu displays different commands, depending on whether Lines , Stations, or Users entries are
displayed in the list view.
Help
Use the Help menu to display Help topics for Interaction Administrator and information for your CIC release.
Feedback
Selection Commands
In the list view window, as well as most list boxes in the configuration pages, you can select one or more entries in the
list using the standard Windows control keys. This allows you to delete multiple entries, or perform some context
sensitive actions on a group of entries. Use the standard Windows GUI commands to select multiple rows (for
example, hold the Shift or Ctrl key while selecting rows with the mouse.)
Feedback
Toolbar Commands
Interaction Administrator includes an optional toolbar, which you can control from the View menu’s Toolbar
command. The toolbar provides the following icon commands:
New Entry (Insert)
Properties (Enter)
Delete Entry (Delete)
Copy
Paste
Refresh
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Interaction Administrator
Filter
License Management
Feedback
Right-Click Menu Commands
In the list view window, right-click displays a context sensitive menu to perform basic editing operations. This menu is
populated with three static entries - New (Insert), Delete (Delete) and Properties (Enter). These commands are also
available on the Edit menu and the Toolbar icons. A few types of configuration data support additional right-click
menu commands in the list view. These include:
Lines
Line objects have three additional entries in the context sensitive menu. These commands work on multiple entries.
Command
Description
New
Create a new SIP line.
Delete
Remove the selected line or lines.
Set Active
Can be On or Off to activate or deactivate the selected lines. The line
can not be deactivated if there are any active calls on the line. Some
changes to SIP lines require deactivation and reactivation in order
for changes to take affect.
Stations
Station objects have one additional entry in the context sensitive menu. This action can be performed on multiple
entries.
Command
Description
Set Active
Can be Yes or No to activate or deactivate the selected stations.
Set to Template
Sets the station to a specific station template values.
Set Preferred Language
Select the preferred language for the prompts for the selected
station(s). The default setting is <System Default>.
Auto Extensions
Changes the extensions of the selected station(s).
Rename Station
Renames the selected station.
Change Station Type
Changes the station type of a selected station (workstation, standalone phone, or stand-alone Fax).
Station Assistant
Opens the Station Assistant.
Change Station Columns to View
Opens a dialog box to select the columns to view.
Managed IP Phone Properties
Opens the properties of a managed IP phone.
Users
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Interaction Administrator Printable Help
Users’ entries have one additional item in the context sensitive menu. This action can be performed for multiple
entries.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes made through
these menu items are tracked in that log. For more information, see About the Enhanced Interaction Administrator
Change Log.
Command
Description
Set Status
Select a status from the sub-menu (for example, At Lunch.) for the
selected user(s).
Note: In Interaction Administrator, you can change an agent's
current status to another status only if the current status is
persistent.
Set Password...
Set passwords for Exchange or LotusNotes user(s) and set password
options.
Set Auto-Answer ACD Calls
Select Yes or No to change the auto-answer ACD calls setting. This
also can be set (checked or unchecked) on the ACD tab under
Options.
Set Auto-Answer non-ACD Calls
Select Yes or No to change the auto-answer non-ACD calls setting.
Set Unified Messaging Destination
Select the server destination for messages when using SIP diversion.
Note: For more information on configuring CIC to use UM, see
Unified Messaging Integration with Interaction Center in the
Technical Reference Documents section in the CIC Documentation
Library on the IC server.
Set Preferred Language
Set Time Zone...
Select the preferred language for the prompts for the selected
user(s). The default setting is <System Default>.
Sets the Time Zone... for the selected users.
Set Location
Sets the location of the selected users.
Set User's NT Domain Name
Click this option and type the name of the domain used to connect
there user to the IC server, (i.e., i3 domain) and click OK.
Reset Failed Login Count
Click this option to reset the count to 0, so that the user is no longer
locked out of the system.
Managed IP Phones
The following commands may be performed from the right-click menu in the managed IP phones list:
Command
Description
Change Multiple IP Phones ....
Change options on multiple IP phones.
Reload Now
Reloads the selected managed IP phone(s) now.
Reload at a Scheduled Time
Reloads the selected managed IP phone(s) at a scheduled time .
Cancel Scheduled Reload
Cancels a scheduled reload of managed IP phone(s) and reverts
phone to it's previous status.
Reload All (Reload Required) Now
Reloads the managed IP phone(s) now that require a reload.
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Interaction Administrator
Unprovision
Unprovisions the managed IP phone(s) so that the phone can not be
used.
For example, you might want to unprovision a managed IP phone if
an employee leaves the company, and a new employee is going to
use the phone. Unprovision it and it will be waiting to be
provisioned for the next person.
Notes: Clearing the MAC or computer name will also cause the
phone to become unprovisioned.
Set Active
Can be Yes or No to activate or deactivate the selected stations.
Set Preferred Language
Sets the language for all prompts for this managed IP phone. Can be
set to <System Default> or any other languages that have been
installed.
Set Custom Attributes
Define Custom Attributes for the selected IP phones.
Set Time Zone...
Sets the Time Zone... for the selected IP phones. This option is
reserved for a future release.
Set Location
Sets the location of the managed IP phone.
Set to Template
Sets the managed IP phone options to a specific station template's
values .
Managed IP Phone Assistant
Opens the Managed IP Phone Assistant .
Media Servers
The following command may be performed from the right-click menu in the Media Servers list:
Command
Description
Set Location
Sets the location of the media server.
SIP Proxies
The following command may be performed from the right-click menu in the SIP Proxies list:
Command
Description
Set Location
Sets the location of the media server.
MRCP Servers
The following command may be performed from the right-click menu in the MRCP Servers list:
Command
Description
Set Location
Sets the location of the media server.
Feedback
About Interaction Administrator
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Interaction Administrator Printable Help
Click the About Interaction Administrator button to display information about the CIC release. In addition, you can
display details about Customer Interaction Center's environment and the environment of your computer.
Feedback
Auto Save feature
Most of the time, using the (next) and (previous) browse buttons to view configuration data in a list (for example,
the list of CIC users) displays the next or previous dialog immediately, unless you made changes to the settings.
However, in a certain situation, IC may display the Auto Save dialog box and ask, "Do you want to save changes?"
even if you did not make any changes. This can occur if a new release of CIC is installed and new attributes are
supported in the registry.
For example, if a new field is added to the Line object in a new release of CIC, the next time a line entry is opened
and the button is clicked, the Auto Save dialog box appears and asks "Do you want to save changes?" even
though nothing was changed on the dialog.
This happens because Interaction Administrator looks at all fields currently in Directory Services (that is, the registry).
When Interaction Administrator decides whether or not to save the configuration data for that page, it checks all
fields that can be written against what is currently in the registry. Since a new field was added to Interaction
Administrator in the patch release, it detects a difference and assumes the user changed something. As a result, the
Auto Save dialog asks, "Do you want to save changes?" If you select "Yes," Interaction Administrator will not display
the dialog for that property page again, unless you make a change.
Security in IC
Feedback
System security for CIC
CIC is a Windows Server-based communication system that takes advantage of NT Advanced Server (NTAS) security
features built into the operating system. CIC also uses encrypted passwords, implicit and explicit login procedures,
and it provides other mechanisms to prevent the abuse of CIC accounts and toll fraud practices. Toll fraud is a
common abuse of phone system privileges where employees and external thieves use corporate resources for long
distance phone charges. To control telephone access, CIC allows you to define patterns or groups of phone numbers
for any number of dialing destinations (for example, Local Calls, Emergency Calls, In State, International, etc.), called
"classifications." It also allows you to assign zero or more of these classifications to all users, individual users, all
members of a workgroup, or any station (for example, stand-alone telephone) defined in CIC an organization or
organizational group . This approach gives CIC administrators complete control over which users and stations are
allowed to dial certain numbers.
Using Interaction Administrator, CIC administrators can control which parts of the CIC clients appear on each agent’s
computer, and which telephone features each agent may use. A CIC Master Administrator can also give limited CIC
administration controls to trusted users who have access to Interaction Administrator.
The following sections provide an overview of several security considerations. For more information about CIC
security considerations that may affect your environment, see the Interaction Center Security Features Technical
Reference in the Documentation Library.
Basic Precautions
To minimize opportunities for toll fraud or sabotage to the IC server, follow these basic precautions in any CIC
installation.
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Interaction Administrator
•
CIC client users should log out each day or evening before going home. To be safe, CIC users should lock
their desktops or completely log out of the operating system to prevent unauthorized users from starting
the CIC clients and gaining dialing privileges. As long as a CIC client user’s workstation is logged in to the IC
server, that workstation’s telephone can be used to make any kind of call that user has privileges to make,
even if the user’s computer is password protected.
•
Configure each CIC user account with that user’s NT domain account (see the User Configuration page in
Interaction Administrator) to enable NTAS account/password security. See the CIC Account Authentication
section below for details on how this works.
•
Unless it is absolutely necessary, do not modify the IC DialPlan handler to require all users to dial a single
digit (for example, 9) to dial an external number. This scheme is prone to the bogus "test your line" phone
scam where a caller falsely representing the phone company asks an unsuspecting operator to press the keys
9, 0, and # and then hang up in order to conduct a line test. Doing so gives the caller access to that line. CIC
can intelligently select the appropriate lines (that is, dial groups) for external calls; CIC does not require a
prefix digit to "get an outside line."
•
Control access to the corporate toll free line, and follow the precautions described in the Toll Fraud
Prevention topic to prevent remote callers from abusing CIC’s powerful remote access capabilities.
•
To enhance security and simplify the process updating CIC, ensure that each CIC user account name
identically matches the user's corresponding NT domain account name. This name convention is not a
requirement, but it will enable you to take advantage of improved security features.
Fraud, authentication, and passwords
Toll Fraud
See the Toll Fraud Prevention topic for a detailed discussion on preventing toll fraud by employees who may choose
to abuse CIC’s powerful remote access features.
CIC Account Authentication
Each CIC user account generally corresponds to a network domain account established on a Windows server. This
network account usually has an email account on a mail server (for example, Microsoft Exchange Server) on the
network. CIC user accounts can exist apart from a network account, but those CIC users will not have access to CIC’s
unified messaging features, and they must explicitly log in to CIC with a CIC password each time they connect to the
IC server. The most efficient, and recommended, way for CIC users to connect to CIC is via an implicit login using a
valid network account. CIC performs implicit or explicit account validation the first time a CIC user starts a client
application (for example, the CIC client, voice mail form, Interaction Fax Viewer, and so on.) The implicit login process
uses NTAS to verify the CIC user has a valid NT domain account, and is thereby automatically authenticated to the IC
server.
Login Authentication Cache
During the initial account authentication process, that account’s login information is cached on the local client
workstation, if the login was successful. CIC applications started after that they do not require manual validation
because they use the cached login information by default. For example, if you successfully start Interaction Client Fax
Viewer and then later choose to start Interaction Fax Viewer or use the MAPI voicemail form, those CIC client
applications will not need to be authenticated by the IC server because the user’s login information is cached on the
client workstation.
You can manually start some CIC applications with /User= and /Password= command line arguments, which override
the cached login names. When an CIC user logs out of the operating system, or restarts the computer, the login
account cache is destroyed. Just logging out of CIC does not destroy the user cache. If a user encounters a problem
logging in to IC, you can manually clear the client workstation’s login cache by closing the process named I3aca.exe
on that workstation.
Implicit Login
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Interaction Administrator Printable Help
Implicit login allows properly configured CIC users to be authenticated on the IC server via the user’s NT domain
account. When someone logs in to a network domain, that person is authenticated on the network via NTAS. IC Client
applications can take the domain/account name used to log in to a workstation and compare it with a list of
domain/account names entered in the CIC user’s configuration in Interaction Administrator. If a match is found, the IC
Client application is automatically authenticated. This works only if the Domain User field is properly completed in
Interaction Administrator for the users starting CIC applications. If it does not find an exact match between the client’s
domain/user name and the user configuration data on the IC server, the login is denied and the client application can
prompt the user to manually log in. Click here for more details.
Implicit login requires that each CIC user’s Configuration page has the NT Domain User field correctly filled in with the
text:
DOMAIN/UserName
The DOMAIN portion is the name of the network domain the IC server is on, and the CIC user accounts have access to
(for example, I3Domain). The UserName portion is the network user’s account name (for example, KevinK). If the NT
Domain User field is not filled in (for example, I3domain/Kevink), users must log in to CIC manually.
Explicit Login
CIC client applications can manually log in to the IC server in two ways.
•
Some CIC client applications can use /User and /Pass command line arguments
•
If implicit login fails, CIC client applications present the Login dialog
Some applications, like snteraction Fax Viewer and Fax Monitor cannot be started with user name and password
arguments. However, the CIC clients, Interaction Administrator, Interaction Designer, and several other CIC client
applications can be started from a command prompt with command line arguments that specify the CIC user name
and password. For example:
C:> clienta /user=sonyam /password=123 /notifier=I3server
If CIC finds a CIC user named "sonyam" with an IC password of "123" defined on the IC server, the login is successful
and the login data is cached on client workstation for subsequent connections. However, if the user name or
password is not authenticated (for example, the wrong password is entered), CIC displays a login dialog to prompt
the user, as shown below:
In the Login dialog box, enter a valid CIC user and server configuration data:
•
IC Username A valid CIC account name (such as, milanv)
•
Password The CIC password for this account (such as, 1234)
•
Server The name or IP address of the IC server (such as, I3Server)
Password Encryption
While passwords entered on a command line are visible, and therefore vulnerable, at that point, passwords are
concealed on the Login dialog box. In both cases, passwords are immediately encrypted before they are passed
across the network; they are not passed as clear text. Passwords are stored in an encrypted format in the registry on
the IC server and are therefore not readable by editing the registry. If a CIC user forgets his or her unique password,
the CIC administrator must enter a new password for that user in the User Configuration page in Interaction
Administrator.
Related topics
Overview of security for people
Client Admin Components Login Details
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Interaction Administrator
Toll Fraud Prevention
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Toll Fraud Prevention
Toll fraud is the theft of long distance service. A common type of toll fraud involves employees who use company
phones in an unauthorized manner to make personal long distance calls. Because CIC is capable of performing many
different telephone operations, CIC administrators should know that under certain conditions employees could use
CIC features to commit toll fraud.
This topic addresses ways that CIC features could be used to commit toll fraud, and ways that CIC could be
configured to prevent such abuses. This does not cover possible toll fraud activities that only a system administrator
could commit (for example publishing rogue handlers), or toll fraud activities that could be performed on an ordinary
telephone system (for example using stolen phone access codes).
Note: All the toll fraud activities described in this topic occur in the context of an employee calling into the
company’s phone system on a corporate toll-free number.
Reply to a voice mail from a long distance caller
Description
An employee calls into the IC’s auto attendant system via a corporate toll-free number. The employee listens to a
personal voice mail message from a long distance caller. Upon playing the message, the IC auto attendant system
allows the employee to reply back to the message, which the employee chooses to do. CIC dials the long distance
number, the call connects, and it is charged to the company bill.
Prevention
You can prevent this type of toll fraud by blocking the employee from initiating all long distance calls, including the
ability to reply to long distance calls. In Interaction Administrator you can set Basic Security rights so that the
employee does not have the option to initiate Long Distance, International, or 900 Service calls. These rights can be
set for an individual user, a workgroup, or the entire company. For more information, see the Configuration Property
Inheritance and User Rights.
Set the forward number to a long distance number
Description
An employee sets the user status to Available, Forward. However, the forward number the employee enters is the
long distance number of a friend that the employee wants to call. Later, the employee calls his/her own extension via
a corporate toll-free number. CIC automatically forwards the call to the friend’s long distance phone, the call
connects, and it is charged to the company bill. For more information, see the help for the CIC clients.
Prevention
Again, the key to preventing this type of toll fraud is to block the employee from initiating long distance calls, which
includes forwarding a call to a long distance number. Interaction Administrator allows you to set Basic Security rights
so that the employee does not have the option to initiate Long Distance, International, or 900 Service calls. These
rights can be set for an individual user, a workgroup, or the entire company. For more information, see the
Configuration Property Inheritance and User Rights help.
Set the forward number to a local number and call from long distance
Description
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Interaction Administrator Printable Help
An employee sets the user status to Available, Forward. However, the forward number the employee enters is a
friend’s local phone number. Then, from a long distance number (for example while on vacation in another state) the
employee calls his/her own extension using a corporate toll-free number. CIC automatically forwards the call to the
friend’s local number and the call connects. For more information, see the Forward Calls help topic in Interaction
Client.
This scenario is similar to the previous one. However, instead of CIC forwarding a call from a local number to a long
distance number, now CIC is forwarding a call from a long distance number to a local number. In either case, the
result is the same—the employee has used a company phone line to make an unauthorized long distance call.
Prevention
Preventing this type of toll fraud activity requires you to block the employee from setting the forward number to a
local external number. There are several ways to do this:
•
Block the employee’s ability to configure the Interaction Client
One simple way to prevent this type of toll fraud is to block the employee from making any configuration
changes to the Interaction Client, including the ability to set a forward number. In the Interaction
Administrator you can set the Basic Security rights so that the employee does not have the rights to view
and modify the Configuration Page on Interaction Client. You can set these rights for an individual user, a
workgroup, or the entire company. For more information, see the Configuration Property Inheritance and
User Rights help topics.
•
Remove the "Available, Forward" status
Another simple way to prevent this type of toll fraud is to completely remove the Available, Forward status.
In Interaction Administrator’s Status Messages container, you can delete this status. This solution is more
extreme because removing a status can be performed only on a global level. In other words, if you remove
this status for one employee, it will also be removed for the entire company. For more information, see the
User Configuration help topic.
•
Configure CIC so that it forwards calls only to internal numbers
A final way to prevent this type of toll fraud is to configure CIC so that all employees—both those in and out
of the office—must set their forward numbers to internal extensions. Again, this prevents the forward
number feature from being abused, while still allowing it to be used for work related purposes. To configure
CIC so that it requires all employees to set their forward numbers to internal extensions, insert a lookup step
in the SystemIVRRemoteEmployee handler. The lookup step should check to see if the forward number is a
valid extension. If it is valid, the handler would allow the employee to set personal attributes; if it is not valid,
the handler could play an "Invalid Number" message and permit the employee to reenter the forward
number. For more information on this handler, see the SystemIVRRemoteEmployee help topic in Interaction
Designer.
Related topics
System security for CIC
Feedback
Client Admin Components Login Details
The first time a CIC client application is started (without explicitly passing a CIC user name and password) after
logging in to the network domain, the application calls the EICAuth COM object on the IC server. The EICAuth
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Interaction Administrator
program attempts to authenticate the network domain user who started the application. At this point, the Notifier
compares the NT Domain User field values (see the User Configuration property page in Interaction Administrator)
stored on the IC server with the domain/account name in use on the client workstation. If it finds an exact match, the
CIC client connection succeeds and the login authentication information for that user is cached on the client
workstation for subsequent logins (during the remainder of the current Windows session). If the Notifier does not find
an exact match between the client’s domain/user name and the user configuration data on the IC server, the login is
denied and the client application can prompt the user to manually log in.
Related topics
System security for CIC
System Administration Procedures
How Do I Set Up Users?
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Users overview
In CIC, a user is someone who has a valid domain user name and an associated mailbox user profile on the network
mail server (for example, Exchange Server or Notes server). Each user must have a name that is registered as a valid
network account and email user account before the user can receive calls on the CIC system.
In the CIC system users have their own extensions separate from physical station devices. Users may have their own
call routing preference separate from phone devices, as well. This allows users to log in to the system from any station
or remote location.
Note: The above information does not apply to Interaction Message Store users. Interaction Message Store uses
mailboxes that are kept on the IC server, so network mailboxes are not required.
Related topics
About inheritance of configuration properties
Add users overview
Configure a user
Set Up Users with the Add User Assistant
Feedback
Add users with the Add Users Assistant
The Add Users Assistant wizard guides you through the creation of multiple CIC user accounts. You can import users
from the following sources:
•
Mail server distribution lists
•
Windows
•
A CSV user list
You can use the Add Users Assistant to assign the extensions and passwords to the CIC user accounts that you
import from mail servers or from Windows. Alternatively, you can assign the extensions and passwords in the User
Worksheet, which is launched when you complete the Add Users Assistant.
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Interaction Administrator Printable Help
Notes:
In order to use the Add Users Assistant, you must have sufficient rights to create new users, roles, and workgroups.
Specifically, you must have either the Master Administrator right, or you must have all of the security rights to add,
edit, and delete users, workgroups, and roles.
If you enabled the Enhanced Interaction Administrator Change log, then the addition of users is tracked in that log.
For more information, see About the Enhanced Interaction Administrator Change Log.
To add users with the Add Users Assistant
1.
Under People, click the Users Container.
2.
Right-click in the right pane.
3.
Select User Assistant and Worksheet...
4.
On the first page, select Search for new users.
5.
Complete the pages in the wizard.
6.
Click the help button on each page for instructions on how to complete the fields.
Feedback
Preview User Results
Preview search results if you chose to search for users on a mail server or search for Windows users. If you chose to
import users from a CSV list, then preview the import results.
Click Finish to view all new users in the User Worksheet.
Feedback
Add users with the User Worksheet
You can bypass the Add Users Assistant and add users directly in the User Worksheet.
Notes:
In order to use the User Worksheet, you must have sufficient rights to create new users, roles, and workgroups.
Specifically, you must have either the Master Administrator right, or you must have all of the security rights to add,
edit, and delete users, workgroups, and roles.
If you enabled the Enhanced Interaction Administrator Change log, then the addition of users is tracked in that log.
For more information, see About the Enhanced Interaction Administrator Change Log.
To add users with the User Worksheet
1.
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Under People, click the Users Container.
Interaction Administrator
2.
Right-click in the right pane.
3.
Select User Assistant and Worksheet...
4.
On the first page, select Skip the search and add or modify user entries within the worksheet.
5.
Add the users and attributes directly in the worksheet.
6.
To save your changes, from the File menu, click Save and Close.
Note: At any time you can click the
button to run the Add Users Assistant.
Related topics
User Worksheet
Feedback
Add a user
Note: If you enabled the Enhanced Interaction Administrator Change log, then the addition of the user is tracked in
that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To add a user in the User Configuration dialog box
1.
In the People container, click the Users subcontainer.
2.
Right-click the Users subcontainer and then click New.
3.
In the Entry Name box, type the user name and click OK.
Notes:
Do not use these characters: \ / : * < > |
If you copy an existing user and paste to create a new user, any workgroups the original user is a member of
are not copied to the new user. The problems with users inheriting rights and memberships are too
complicated and require the administrator to deliberately assign workgroup membership to users created
this way.
You can choose Interaction Message Store (formerly Voicemail Only or FBMC) to store and track user voice
mails and faxes. If you chose Interaction Message Store as your voice mail option, it was installed and
configured during Interaction Center installation.
Do not exceed 64 characters.
4.
In the User Configuration dialog box, complete the tabs. See the links under Related topics for complete
information.
5.
Click OK.
Related topics
User Name
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Interaction Administrator Printable Help
Configuration
Licensing
Personal Info
Workgroups
Roles
Password Policies
ACD (automatic call distribution)
MWI (message waiting indicator)
Client configuration
Phonetic Spellings
Options
Security
Custom Attributes
History
How Do I Set Up Lines
Feedback
SIP lines concepts
You use Interaction Administrator to configure your SIP interface. CIC enables SIP by default; you do not need to set
any server parameters in order to use the SIP-related features. However, you must configure each SIP line you want to
use with CIC.
You can associate a SIP line with one, many, or all stations that are connected to the IC server. For example, you can
associate a SIP line with a workstation, fax machine, stand-alone phone, and so on. A single SIP line can handle
multiple calls.
Note: You configure stations in the Stations container.
CIC uses SIP lines and their associated stations for inbound and outbound calls. SIP lines allow the IC server to
communicate with the SIP boards.
Note: IC Setup Assistant automatically creates three permanent SIP station lines for different transport protocols: <
Stations-TCP>, <Stations-UDP>, and < Stations-TLS>. These lines are used for station-to-station calls. You cannot
delete them.
Many of the configuration options for a SIP station that is associated with a SIP line are similar to the configuration
options for SIP lines. The settings for a SIP station configuration always override the settings for the same
configuration options for the SIP line configuration.
In general, when you set or change the configuration of a SIP line, your settings take effect immediately. No restart is
required.
Note: If you change the transport protocol for a line, you must deactivate the line and then reactivate it in order for
the change to take effect.
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Interaction Administrator
Related topics
Overview of creating SIP lines
Configure a SIP line
Stations
Line groups
Line group configuration
Add and remove lines from a line group
Feedback
Configure a SIP line
To configure a SIP line
1.
In the <IC_Server> container, double-click the Lines container.
2.
In the list view window, double-click a line.
3.
In the list of options, click Identity (Out).
4.
Specify the Outbound Identity of the line.
5.
In the list of options, click Access.
6.
Verify that the access type does not conflict with other SIP lines in the same port.
7.
As necessary, click the other options in the list and the other tabs in the Line Configuration dialog box to
specify additional configuration details. For more information on these options, use the links under Related
topics.
8.
Click OK.
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Interaction Administrator Printable Help
Related topics
SIP line options
SIP line identity (In) options
SIP line identity (Out) options
SIP line audio options
SIP line transport options
SIP line session options
SIP line authentication options
SIP line proxy options
SIP line registrar options
SIP line headers options
SIP line access options
SIP line region options
SIP line recorder options
SIP Line TLS Security options (only if the line's transport protocol is TLS)
Call putback options
Custom attributes
History
Lines concepts
How Do I Set Up Stations
Set up Stations with the Add Stations Assistant
Feedback
Configure Fax Bus-devices
Configure the settings for the fax bus devices you selected.
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•
Fax Names Preview - The Add Stations Assistant by default names the fax stations according to the Name
Prefix (FaxDevice_), then adds the board number followed by the port number. For example,
FaxDevice_105_5 is the fax device on board number 105 and port number 5.
•
Name Prefix - You can enter a name to use as a prefix for the fax device board number and port number. By
default the prefix is FaxDevice.
•
Active - Select this check box to activate the fax device. This enables the fax device to place and receive
calls. Clear the check box to deactivate the fax device, preventing calls from coming in to or going out from
the fax device station.
Interaction Administrator
How Do I Set Up Workgroups
Feedback
Overview of workgroups
Workgroups are logical groups of users (for example, departments) that can function as a group in the CIC system.
Workgroups can have extensions and queues that enable all members of a Workgroup to receive calls notifying the
Workgroup. In addition, Workgroups can receive regular calls and ACD calls to specific Workgroups and agents. You
may also create Workgroups to serve as distribution lists (to the members) for voice mail, email, and faxes from within
CIC.
Related topics
About inheritance of configuration properties
Add a workgroup
Feedback
Add a workgroup
Note: If you enabled the Enhanced Interaction Administrator Change log, then the addition of the workgroup is
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To add a workgroup
1.
In the People container, click the Workgroups subcontainer.
2.
Right-click and then select New.
3.
In the Entry Name box, type the workgroup name and click OK.
Note: Do not exceed 64 characters.
4.
In the Workgroup Configuration dialog box, complete the tabs. See the links under Related topics for
complete information.
Related topics
Configuration
Files
Members
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Interaction Administrator Printable Help
Roles/Supervisors
Wrap-up Codes
ACD (automatic call distribution)
Phonetic Spellings
Secure Input Forms
Options
Security
Custom Attributes
History
Overview of workgroups
How Do I Set Up Account Codes?
Feedback
How Do I Set Up Account Codes?
This section contains the following information about creating and configuring account codes in Interaction
Administrator:
•
Overview of Account Codes
•
Add an account code
How Do I Set Up Roles?
Feedback
Add a role
To add a role
38
1.
In the People container, click the Users subcontainer.
2.
In the list view, right-click and then click New.
3.
In the Entry Name box, type the role name and click OK. For more information, see Role name.
Interaction Administrator
4.
In the Role Configuration dialog box, complete the tabs. See the links under Related topics for
complete information.
5.
Click OK.
Related topics
Role name
Configuration
Client Configuration
Security
Password Policies
Custom Attributes
History
How Do I Set Up Private Line Assignment?
Feedback
Overview of private lines
Private lines allows you to assign trunk lines or trunk line groups to a specific user's extension or a phone number
classification. This ensures that a trunk line will always be available to place a call. You can use this feature to handle
911 emergency calls, or ensure that a specific user always has an available line.
Related topics
Configure private lines
Create a private line assignment
Overview of line groups
How Do I Set Up Station Groups?
Feedback
Overview of station groups
Create station groups to transfer a caller to a specific group of stations. In a station group, a user does not have to be
logged on to a CIC client in order for the station to ring. For example, you might want to set up a station group for
certain phones to ring after normal business hours (night transfer).
Related topics
Add a station group
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Interaction Administrator Printable Help
Feedback
Add a station group
To add a station group
1.
In the <IC_Server> container, click the Stations container.
2.
Click the Groups subcontainer.
3.
In the list view window, right-click and then click New.
The Entry Name dialog box appears.
4.
Type the group name and then click OK.
The Station Group Configuration dialog box appears.
5.
Complete the configuration. See the links under Related topics for more information.
Related topics
Configure a station group
Feedback
Enable secure input
You must enable the Secure Input feature in order for agents to use your secure input forms. You can enable secure
input in the when you add or edit a secure input form. If you need to create multiple secure input forms, you can wait
to enable secure input until all of the forms are available.
Note: Secure input is available in Interaction Desktop.
To enable secure input
1.
In the People container, click the Secure Input Forms subcontainer.
2.
Do one of the following:
•
Add a new secure input form. For more information, see Add a secure input form.
•
In the list view, right-click an existing secure input form and then click Properties.
3.
At the top of the Secure Input Form Configuration dialog box, locate the text that indicates that the Secure
Input feature is disabled. Click the click here to enable Secure Input link.
4.
Click OK.
Note: You can also enable secure input in the Telephony Parameters tab of the Server Configuration container.
Related topics
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Interaction Administrator
Add a secure input form
Configure general telephony parameters for your IC server
How Do I Set Up Forced Authorization Codes?
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How Do I Set Up Forced Authorization Codes ?
This section contains the following information about creating and configuring forced authorization codes in
Interaction Administrator:
•
Overview of Forced Authorization Codes
•
Set Up Forced Authorization Codes
Feedback
Tell Me About Forced Authorization Codes
Forced Authorization Codes require users to enter an extension and password if they are trying make a call you have
classified in a server parameter. For example, if you are in an associate's office and want to make a long distance call,
you have to enter your extension and password to make that call.
The server parameter, "TollCallClassification" contains the Long Distance, International, and Unknown values by
default.
Note: Forced Authorization Codes apply to calls made at a station. These codes cannot be entered through any
client applications, such as the CIC clients or Interaction Fax.
I'm ready to set up forced authorization codes.
Feedback
Set Up Forced Authorization Codes
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Interaction Administrator Printable Help
To set up forced authorization codes you must enter phone number classifications in a server parameter, and then
turn on forced authorization codes by user or by station. You can also turn on this feature by default user in the
default user configuration.
Click the Server Parameters Container in Interaction Administrator. Double-click the TollCallClassification server
parameter and complete this task.
Server Parameters container
•
Enter the phone number classification value or values you wish to require forced authorization codes. You
must enter these values exactly as they appear in the phone number classification page in the Phone
Numbers container.
To turn on this feature by user follow this step:
To turn this feature on by user, click the Users Container in Interaction Administrator, and right-click the user you wish
to modify. Click on the User Rights 2 on the Security tab and complete this task.
Security tab of the User Configuration dialog box
•
Check Require Forced Authorization Codes check box to turn on this feature.
Note: You can set up forced authorization codes by default user, by clicking the Default User container in
Interaction Administrator, right-click Configuration and select Properties. Complete the same task as above.
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Interaction Administrator
To turn on this feature by station follow this step:
To turn this feature on by station, click the Stations Container in Interaction Administrator, and right-click the station
you wish to modify. Click on the Station Options tab and complete this task.
Station Rights tab of the Station Configuration dialog box
•
Check Require Forced Authorization Code check box to turn on this feature.
Once you have completed these tasks, selected users or stations require forced authorization codes to call specific
phone number classifications.
How Do I Set Up A Dial Plan?
Feedback
Overview of regional dial plans
A regional dial plan is a set of rules that determines how a dialed phone number is handled. Ideally, every phone
number that a user dials through IC should match an entry in the dial plan. However, if a dialed number does not
match a pattern in the dial plan, CIC dials the number as it was entered.
For more information on how to represent phone numbers in IC, see IC Regionalization and Dial Plan and Dial Plan
Phone Numbers in the CIC Documentation Library.
Related topics
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Interaction Administrator Printable Help
Overview of how to add a dial plan
Configure a regional dial plan in Interaction Administrator
Managed named lists of phone numbers
Manage phone number classifications
Simulate a call
Advanced dial plan options
Feedback
Configure a regional dial plan in Interaction Administrator
To configure a regional dial plan in Interaction Administrator
1.
In the System Configuration container, click the Phone Numbers subcontainer.
2.
In the list view, double-click Configuration.
3.
In the Phone Number Configuration dialog box, on the Regional Dial Plan tab, click Dial Plan.
4.
On the Regional Dial Plan dialog box, do one of the following:
•
To add a dial plan pattern, click Add. When you add a dial plan pattern, you can also configure dial
groups. For more information, see Configure a dial group entry.
•
To edit a dial plan pattern, select it and then click Edit. When you edit a dial plan pattern, you can
also configure dial groups. For more information, see Configure a dial group entry
•
To copy a dial plan pattern, select it and then click Copy. When you copy a dial plan pattern, you
can also configure dial groups. For more information, see Configure a dial group entry
•
To delete a dial plan pattern, select it and then click Remove.
5.
Configure the lists of phone numbers for the dial plan. For more information, see Configure named lists of
phone numbers.
6.
Configure the classifications for the dial plan. For more information, see Manage phone number
classifications.
7.
Test the dial plan. For more information, see Simulate a call.
8.
Click OK.
Related topics
Configure the pattern of a regional dial plan
Configure a dial group entry
Import a dial plan
Export a dial plan
Manage named lists of phone numbers
Manage phone number classifications
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Interaction Administrator
Simulate a call
Feedback
Add a dial plan in IC Setup Assistant
You can use IC Setup Assistant to create a North American dial plan or to import and localize a dial plan file.
To add a dial plan in IC Setup Assistant
1.
Start IC Setup Assistant and select Dial Plan.
2.
Do one of the following:
•
Select Import a Dial Plan File.
Select this option to import an existing dial plan file. For example, a reseller may have created specific
complete dial plans for customers in different regions of the country, county, or city. Setup Assistant uses
macro substitutions to enable localizers to set up a dial plan for their locale from the imported dial plan file.
This option is recommended for countries using numbering plans other than the North American Numbering
Plan.
Specify the path to the dial plan file. By default, IC Setup Assistant looks in the \server\IC\Manifest directory.
If the dial plan file is not located in this directory, browse to the appropriate directory.
Note: IC 2.4 uses a new regional dial plan, enhanced for SIP, with an .i3dplan extension. If you wish to import
an older dial plan with an i3pnum extension, you may do so. However, you will not gain the benefits of the
new regional dial plan. For information about the new dial plan, see IC Regionalization and Dial Plan in the
CIC Documentation Library.
•
Select I don't have a dial plan; help me create one.
Select this option if you want IC Setup Assistant create a dial plan for you. This option is recommended for
countries using the North American Numbering Plan. You only need to define a few elements —local area
codes and exchanges — and IC Setup Assistant will do the rest to create a North American dial plan.
3.
After the new installation is completed, you can modify your dial plan in the Phone Numbers container in
Interaction Administrator to:
•
Change the default dialing privileges (classifications) set by Setup Assistant.
•
Add extensions, area codes, or change the number of digits dialed.
Related topics
Configure a regional dial plan in Interaction Administrator
How Do I Set Up Message Waiting Indicators?
Feedback
Set Up Message Waiting Indicators
To set up Message Waiting Indicators, you must configure MWI behavior at the Station Space, Station, and User levels
in Interaction Administrator.
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Interaction Administrator Printable Help
To set up Message Waiting Indicators
To set up Message Waiting Indicators at the default station level, click the Stations container in Interaction
Administrator, and select the Default Station. Right-click Configuration and click the Options tab and complete the
following tasks:
•
Select the Message Light check box.
•
Select the Message Light Persistent check box.
Note: If Message Light Persistent is checked, the message light stays on while any unread voicemail exists. When it
is not checked, the message light turns off after the first unread voicemail is read.
To set up Message Waiting Indicators at the Station level, click the Stations container, right-click the station you want
to modify, and select Properties. In the Stations Configuration dialog box complete the following tasks:
•
Click the Configuration tab and from the Phone Type drop down list, select Analog Caller ID or Analog
(ADSI). This task is not necessary on a SIP Station.
•
Click the Station Options tab and select the Station has MWI message light check box.
To set up Message Waiting Indicators at the User level, click the People container, then select the Users container.
Right-click the user you want to modify, and select Properties. In the User Configuration dialog box, click the MWI
tab and complete the following tasks:
•
Select the MWI Enabled check box.
•
Select Send to Default or Logged Workstation, Send to SMDI, or Send to Following Address.
Note: If you select Send to Following Address, you must enter the directory number. If you select Send to SMDI,
you must enter Port and Phone Number. See the Interaction Administrator online help for more information.
How Do I Set Up ACD Queues?
Feedback
How Do I Set Up ACD Queues?
This section contains the following information about configuring ACD queues in Interaction Administrator:
•
Overview of ACD Queues
•
Set Up ACD Queues
Feedback
Tell Me About ACD Queues
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Interaction Administrator
Automatic Communication Distribution (ACD) is a system that intelligently routes interactions based on agent
availability, caller input, agent skill levels, volume of interactions, time of day, agent groups, trunk line, costs, priority,
or other variables. ACD quickly finds the best match between agent and interaction by calculating agents’ scores and
interaction scores. Several subroutines provided with the CIC clients offer ACD functionality.
An ACD queue is a workgroup queue that is set up to deliver ACD calls. ACD calls are routed to the appropriate
Workgroup based on caller input. All members of that Workgroup (call agents) are expected to have a core set of
skills required to handle any call on that queue. Further ACD processing directs the call to the most appropriate agent
who is a member of that Workgroup based on each agent's User ACD configuration.
Tip: For more information on ACD processing, see the white paper ACD Processing: CIC's Automatic Communication
Distribution and the ACD Processing Technical Reference in the CIC Documentation Library on the IC server.
I'm ready to set up an ACD Queue.
Feedback
Set Up ACD Queues
To set up an ACD queue, you must enable an ACD queue for a new or existing workgroup.
Note: For information on setting up a new workgroup, see Add a workgroup.
1.
To enable an ACD queue, select the Workgroups Container in Interaction Administrator, select a workgroup,
then right-click and select Properties.
2.
Click the Configuration tab.
3.
In the Extension box, type a unique extension number associated with this workgroup. This is the extension
number that receives calls for the ACD queue. All calls made to this extension appear in the workgroup ACD
queue.
4.
In Mailbox User, if you are using unified messaging (such as Microsoft Exchange, IBM Notes, or IMAP 4
email client), select an email account to receive voicemail, faxes, and email sent to this Workgroup.
5.
Select Workgroup has Queue and select ACD as the queue type.
6.
Click the Members tab and select the members of the workgroup.
Note: You must assign at least one member.
7.
Click the Roles/Supervisors tab and assign a role or a supervisor.
Note: This enables a designated user to assist other members of the workgroup.
8.
Click the Access Control tab.
9.
In Category, select View Workgroup Queue.
10.
From the Currently Available list, select the name of the current workgroup and click Add ->. The name of
the current workgroup appears in the Currently Selected list.
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Interaction Administrator Printable Help
Tip: The name of a new workgroup does not appear in the Currently Available list until you have saved it by
clicking OK.
Note: This step enables all members of the workgroup to view the ACD queue. See Displaying an ACD
queue.
11. Click Apply or OK.
Displaying an ACD Queue
For information on displaying ACD queues in the CIC clients, see the help system for the CIC client you are using.
Note: If you are a member of one or more ACD workgroups, interactions assigned to you from those workgroups
appear in My Interactions. The ACD workgroup from which those interactions came is displayed in the Queue
column.
Feedback
Set Up Email Routing on ACD Queues
An ACD queue can be set up to deliver email addressed to a workgroup mailbox.
To configure email routing on an ACD queue, select the Workgroups Container in Interaction Administrator, select a
workgroup, then right-click and select Properties. Click the ACD tab and perform the following tasks:
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Interaction Administrator
ACD tab of the Workgroup Configuration dialog box
•
Select the ACD E-Mail Routing Active check box. This check box activates email routing. When activated,
the program handles email arriving for the workgroup using the same rules as those for calls or faxes.
•
Click Add.
•
In the ACD E-Mail Routing Mailbox dialog box, select ... (browse button) next to the Mailbox field.
ACD E-Mail Routing Mailbox dialog box
In the Mailbox Selection dialog box, perform the following tasks:
Mailbox Selection dialog box
Tip: For additional information on the process of selecting a mailbox, see Mailbox Selection.
•
Select Search for a mailbox based on the following available directories.
•
Select Name in the Search by section.
•
Enter part of a mailbox user's name in the text box. This must be a uniquely named email account reserved
for email addressed to this workgroup.
•
Click Search.
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Interaction Administrator Printable Help
•
In the Search by name results section, select a name. When searching for a mailbox to select for ACD email
routing, distribution lists and public folders are not listed in the search.
•
Click OK.
Note: The following tasks are optional. You should not configure a Queue Folder unless your site specifically
requires Queue Folder functionality.
In order to determine when new messages have been received, the Inbound Folder is polled at intervals defined by
the Polling Interval setting on the Mail Configuration page. If a Queue Folder is defined, which is not required,
new messages are moved into it prior to routing. By defining a Queue Folder, the number of messages in the
Inbound Folder are reduced, and can in some circumstances increase the performance of the polling for new
messages. There are however some drawbacks when defining a Queue Folder. For example, an inbound message
with a read receipt request, may generate an auto-response with Exchange that the message was deleted without
being read, which is not accurate.
Therefore, defining a Queue Folder should only be done in situations where there is a compelling reason for doing
so, and only if the drawbacks are understood. Please contact Support for more information.
In the ACD E-Mail Routing Mailbox dialog box, perform the following tasks:
ACD E-Mail Routing Mailbox dialog box
•
Select an Inbound Folder. This is the receiving folder in the associated mailbox.
•
Select a Queue Folder. This is the receiving folder for queued email.
•
Click OK to activate ACD email routing.
In the Workgroup Configuration dialog box, click OK.
How Do I Set Up a Custom Status to Play a .WAV File?
Feedback
How Do I Set Up a Custom Status to Play a .WAV File?
This section contains the following information about creating and configuring a custom status to play a .WAV file in
Interaction Administrator:
50
Interaction Administrator
•
Overview of Custom Statuses
Feedback
Tell Me About Custom Statuses as .WAV Files
Administrators can define custom statuses using the Status Messages container in Interaction Administrator. Custom
statuses are automatically supported by Mobile Office. By default, Mobile Office uses text-to-speech to play custom
statuses. To improve the user experience, customers can play custom wave files instead of text-to-speech.
I'm ready to set up a custom status to play a .WAV file.
How Do I Set Up IC Features in Interaction Attendant?
Feedback
How Do I Set Up CIC Features in Interaction Attendant?
The CIC system administrator can customize the following CIC default menu, but it is not required. CIC is fullyfunctional without customization.
If you choose to customize the default menu that ships with CIC, this section contains information you'll need to make
modifications in Interaction Attendant:
•
Overview of the Default Auto-attendant Menu
•
Perform Customization on the Default Auto-attendant Menu
•
Re-record Prompts
•
Enable Voicemail Password Prompts
Feedback
Tell Me About the Default Auto-attendant Menu
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Interaction Administrator Printable Help
This topic describes the default auto-attendant menu that is installed with CIC.
This is the default auto-attendant menu installed with CIC.
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Digit(s) Pressed
Resulting Action
No Digit Pressed
Disconnect (no activity)
0
Operator User Queue
1
Dial an Extension
1,0
Extensions beginning with 0
1,1
Extensions beginning with 1
1,2
Extensions beginning with 2
1,3
Extensions beginning with 3
1,4
Extensions beginning with 4
1,5
Extensions beginning with 5
1,6
Extensions beginning with 6
1,7
Extensions beginning with 7
Interaction Administrator
1,8
Extensions beginning with 8
1,9
Extensions beginning with 9
1,*
Return to the Main Menu
2
Dial by Name
9
Extended Menu
9, 0
Multi-site
9, 1
Play Station Information
9, 4
Queue Monitoring
9, 5
Pickup Call
9, 8
Agent Login/ Logout
9, 9
Unified Messaging
9, *
Return Main Menu
*
Repeat Main Menu
Note: See the Pre-Install Survey/Setup Assistant information that helps you customize your Auto-Attendant.
I'm ready to customize the Auto-attendant menu.
Feedback
Perform Customization Tasks for the Auto-attendant Menu
When Attendant is installed on an CIC system, a default auto-attendant menu is created if one does not already exist.
The default menu is not created if CIC was updated from a previous release, and Attendant menus are already in
place.
Note: See the Pre-Install Survey/Setup Assistant information that helps you customize your Auto-Attendant.
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Interaction Administrator Printable Help
•
The first-time installation process creates a CompanyOperator workgroup and an Operator user queue.
Incoming calls are routed to the Operator queue first, and then roll to the CompanyOperator workgroup. If
persons in your company assist the primary operator, you should add their names to the CompanyOperator
workgroup.
Note: The Operator user queue does not need to be customized, but when you set up a user to monitor the
"Operator" queue, make sure you change the "Operator" user's status in Interaction Administrator from "Do Not
Disturb" to "Available".
You can optionally re-record voice prompts used in the default menu. Use the Audio Controls in Interaction Attendant
to import, select, play, and record .wav files.
For more information, see the Interaction Attendant help.
Feedback
Use the Standard Audio Controls to Re-record Prompts (Optional)
To re-record a prompt, open Interaction Attendant then open the Default Profile Form and complete these tasks:
•
Click Record to start the new audio prompt.
•
Create a new name for the prompt.
•
Pickup your telephone handset and record the new prompt.
•
Save the new prompt recording.
•
Hang up your telephone handset.
Note: Pre-recorded prompts are provided with CIC for transfers to common department names, such
as “Marketing”, “Sales”, “Technical Support”, “Administration”, “Customer Service”, “Development", "Education",
"Engineering", "Finance”, and “Human Resources”. These prompts (filenames are listed below) can be used with
Setup Assistant to create the initial Attendant profile. You can also use text-to-speech for department names that
are not provided in the pre-recorded prompts.
•
•
•
•
•
•
•
•
•
•
PromptWorkgroup_Marketing.wav
PromptWorkgroup_Sales.wav
PromptWorkgroup_TechnicalSupport.wav
PromptWorkgroup_Administration.wav
PromptWorkgroup_CustomerService.wav
PromptWorkgroup_Development.wav
PromptWorkgroup_Education.wav
PromptWorkgroup_Engineering.wav
PromptWorkgroup_Finance.wav
PromptWorkgroup_HumanResources.wav
See the Interaction Attendant Help for detailed information on each field in the Standard Audio Control.
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Interaction Administrator
For information on how to convert voice recordings, see the Converting Voice Recordings topic.
Feedback
Converting Voice Recordings
For CPU efficiency and best audio quality of prompts and music played over telephone handsets, we recommend you
convert your audio source files. For example, convert .wav format to 8 bit mono 8kHz mu-law (or A-law outside of
North America) format before you add the audio file to a prompt tool or Interaction Attendant application. Some
audio formats can be converted automatically by the CIC system and telephony boards, but the dynamic conversion
process may cause some loss of audio quality and require more CPU overhead.
To convert your audio source files:
1.
Regardless of the starting format, convert it to Linear 16-bit (at the same sample rate as the starting format).
2.
If the sample rate is anything other than 8 kHz, re-sample it to 8 kHz.
3.
Finally, convert it from 16-bit Linear at 8 kHz to mu-Law (or A-law if you prefer).
If you are doing this manually with a sound editor, steps 1 and 3 are usually done automatically by the sound editor.
For example, if you have an MP3 recording at 44.1 kHz sample rate, open it in the sound editor (which effectively
converts it to 16-bit linear), re-sample the audio to 8 kHz using the sound editor, and then in the Save As… dialog
convert it to mu-Law. If you using a command line utility, you might have to do all three steps individually.
The area that this most likely affects the quality of the output is the re-sampling.
Feedback
Enable Voicemail Password Prompts
The default Interaction Attendant menu does not prompt users for voice mail passwords. You can set up the system
to prompt for passwords. There is one drawback: the audio prompt cannot be interrupted and users must wait until
the prompt finishes before entering their security code.
To play an audio prompt for password:
In Interaction Attendant, complete the following tasks:
1.
Select the Default Schedule node. Insert a new menu node by selecting the Insert menu, then selecting New
Operation, then Play a Menu. A new menu node appears.
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Interaction Administrator Printable Help
Interaction Attendant Prompted Remote Access node.
2.
Rename the new menu node to Prompted Remote Access.
3.
In the Audio File section of the Prompted Remote Access node, in the Name field, select the pre-recorded
.wav file that prompts a user to enter an extension and password.
Note: This file is not supplied with Interaction Center. See the Interaction Attendant help for recording a
prompt.
56
4.
Right-click on the Prompted Remote Access node. From the Insert menu, select New Operation, then
Remote Access. A Remote Access node is inserted below the Prompted Remote Access node.
5.
Rename this new Remote Access node to Unified Messaging 2.
6.
In the Unified Messaging 2 node, select the Default Action check box.
Interaction Administrator
Interaction Attendant Unified Messaging 2 node Default Action check box
7.
In the Prompted Remote Access node, set Number of times to repeat this prompt and Number of
seconds to wait before repeating to 0.
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Interaction Administrator Printable Help
Interaction Attendant Prompted Remote Access node Repetition options.
58
8.
Select the Extended Menu node, right-click and select Insert > New Operation > Transfer to a Different
Menu. Menu Transfer 1 is inserted in the Extended Menu.
9.
Select the original Unified Messaging node and set Digit to <None>.
Interaction Administrator
Interaction Attendant original Unified Messaging node Digit setting
10. Select the Menu Transfer 1 node and set Digit to Nine. Set Transfer the call to this menu to Prompted
Remote Access.
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Interaction Administrator Printable Help
Interaction Attendant Menu Transfer 1 node Digit setting
11. From the File menu, select Publish.
12. In the Attendant dialog box, select Yes.
A status bar appears at the bottom of the Interaction Window until the publishing process finishes. A published
Attendant profile completes the process of enabling voicemail password prompts.
Feedback
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Interaction Administrator
Tell Me the Difference Between DID Fax and DID Non-fax Users
If you configure a user as fax-capable in Interaction Administrator, (there is a check box on the Options tab in the
User configuration in Interaction Administrator called "Fax Capability" ), then callers to that DID (Direct Inward Dial)
agent hear a menu while CIC listens for a fax. CIC then places the call on the queue.
If you do not configure a user as fax-capable, the call goes directly to that user queue to alert (or voicemail if the user
is not available) and the menu is skipped.
Fax-capable users do not lose any of the DID features, they only gain the additional menu option and the ability to
listen for fax tone.
If you want to force ringback instead of playing the menu to the caller, turn on the Interaction
Administrator server parameter, DID Ringback Only. When this server parameter is turned on,
it will enable a ringback for an agent with DID, and it will disable the menu that plays.
How Do I Set Up IC Phone Features for Polycom Phones?
Feedback
How Do I Set Up CIC Phone Features for Polycom Phones?
This section contains information about configuring Customer Interaction Center (CIC) phone features for Polycom
Phones.
•
Overview of IC Phone Features Configuration for Polycom Phones
•
Set Up Call Park
•
Set Up Group Call Pickup
•
Set Up Shared Line Appearances
•
Set Up Zone Paging
Feedback
Tell Me About CIC Phone Features Configuration for Polycom Phones
The phone features in Interaction Center include:
•
Call Park
•
Group Call Pickup
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Interaction Administrator Printable Help
•
Shared Line Appearances
•
Zone Paging
Configuration
Configuration of CIC phone features for Polycom phones require changes to the Polycom configuration files. In
addition to changes to Polycom configuration files, some of the CIC phone features require certain configuration
settings in Interaction Administrator.
I'm ready to set up Call Park.
I'm ready to set up Group Call Pickup.
I'm ready to set up Shared Line Appearances.
I'm ready to set up Zone Paging.
Feedback
Set Up Call Park
Call park enables a user to place the current call on hold in a specific orbit. An orbit can hold one call and is identified
by a number assigned by the user who puts a call “in orbit.” Any user can then pick up that call from another station.
While on a connected call, a user can press the call park soft key and enter an orbit number. If that orbit is vacant, the
system holds the call and removes it from the user’s queue. To pick up the call, a user presses the call park soft key
and enters the orbit number.
Using other IVR digit sequences, users can also play a list of all the calls in orbit or hear details about a selected call in
a specific orbit.
Configuration
No Interaction Administrator configuration settings are required for call park. For information on
the settings required in the Polycom phone configuration files, see Configuration of IC Phone
Features for Polycom Phones Technical Reference in the CIC Documentation Library.
Feedback
Set Up Group Call Pickup
When group call pickup is enabled, a user can answer an alerting call on any phone in their station group. The user
does not need to know the extension number of the ringing phone, but can simply press the Pickup and Group soft
keys.
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Interaction Administrator
Note: A phone can belong to more than one station group. In the event of calls ringing on multiple station groups
when a user does a group call pickup on a station belonging to those groups, the oldest call out of all those groups
is picked up.
Configuration
You configure Group Call Pickup in both the Polycom phone configuration files and in
Interaction Administrator (see Station Group Configuration). For more information on how to
configure Group Call Pickup, see Configuration of IC Phone Features for Polycom Phones
Technical Reference in the CIC Documentation Library.
Feedback
Set Up Shared Line Appearances
Shared Line Appearances (SLAs) enable users to manage calls for other users. They can answer and make calls as if
they were using a CIC station belonging to another user or using a group extension.
An SLA is associated with a line key on the Polycom phone. Users can have both shared and private lines associated
with different line keys on the same phone.
Configuration
You configure SLAs in both the Polycom phone configuration files and in Interaction
Administrator (see Station Appearances). For more information on how to configure SLAs, see
Configuration of IC Phone Features for Polycom Phones Technical Reference in the CIC
Documentation Library.
Feedback
Set Up Zone Paging
Zone paging enables a user to make a live, one-way broadcast to a small, selected group of phones.
A user dials a short sequence of numbers (*901 + zone number) to initiate a zone page. After hearing a beep, the user
speaks into the handset to begin the page. The zone page recipients hear it through their phones’ speakers and do
not have to pick up a handset.
Warning: Zone paging must initialize the phones so they go "off hook" to accept the page. The more phones there
are in a zone, the greater the delay before the page is broadcast. Zone paging is not intended for live paging to an
entire organization. It is intended for paging to a small geographical zone in the office or to a small group.
Note: Zone paging is supported only on Polycom® Soundpoint® IP600, Soundpoint® IP500/IP501, and
Soundpoint® IP300/IP301 phones.
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Interaction Administrator Printable Help
Configuration
You configure Zone Paging in both the Polycom phone configuration files and in Interaction
Administrator. For more information on how to configure zone paging, see Configuration of IC
Phone Features for Polycom Phones Technical Reference in the CIC Documentation Library.
Miscellaneous Administration Procedures
Feedback
Activating configuration changes for users, workgroups, roles, and the default
user
Configuration changes made in the configuration pages for users, workgroups, roles, and the default user dynamically
update the affected CIC clients while they are actively running.
The following table summarizes how users are affected.
Changes made to:
Update Interaction Client in this way:
Individual User
The user's active CIC client is immediately updated.
Workgroups
Users who are members of that workgroup with active CIC clients are
immediately updated.
Roles
Users who have been assigned the role with active CIC clients are
immediately updated.
Default User
All users with active CIC clients are immediately updated.
Related topics
Updating configuration values
Feedback
Add a peer site
To add a peer site to a collective
1.
In the Collective container, double-click the Peer Sites container.
2.
In the list view window, right-click and then click New.
The Entry Name dialog box appears.
3.
Type the name of the peer site.
Note: The name of the peer site must match an existing site name.
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4.
Click OK.
The Peer Site Configuration dialog box appears.
5.
Configure the peer site. For more information, see Configure a peer site.
Interaction Administrator
Related topics
Configure a peer site
Configure trusted access for a peer site
Peer site concepts
Collective concepts
Feedback
Add a status message
To add a status message to the My Status list in Interaction Client
1.
In the System Configuration container, double-click the Status Messages subcontainer.
2.
Click New.
3.
Type the name of the new status message entry, and then click OK.
The Status Message Configuration dialog box appears.
4.
In the Status Message box, type the message text you want to appear in the CIC clients on the My Status
list.
5.
In the Status Icon box, type the full path and file name with an .ICO extension. This is the icon that will
appear next to the status message.
6.
In the Status Group list, select a name that most closely describes or categorizes the status message.
7.
Depending on your configuration, additional fields may appear that allow you to map the CIC status
messages to the status messages in other systems. Select the appropriate options from these fields.
8.
Select all of the status attribute boxes that apply to the new status message. The status attribute boxes
define the behavior of CIC clients when the status is activated. For more information about the status
attributes, see Configuration.
Note: While you can select any combination of attributes, choose them carefully. Some combinations do not
make sense.
9.
Click OK.
The new status message immediately appears in the Status Messages container in Interaction Administrator
and in My Status in the CIC clients.
To have CIC play the status message as a DND (not available) prompt when a CIC client has that status set, record a
prompt with this message and then modify the CustomIVRSetUserStatus handler in Interaction Designer by adding
the new prompt. See Queue Announcements for more information.
Related topics
Overview of status messages
Multi-Language Support
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Interaction Administrator Printable Help
Queue Announcements
Feedback
Change Management Note
Ultimately change control is a function of risk management. The processes your organization uses in mitigating risk
is entirely dependent upon the level of risk your organization is willing to accept when executing any procedures
related to a production-level change. With that in mind, any change control procedure recommended by this or any
other organization, is merely done so by suggestion, as these recommendations should be balanced against your
organizations existing risk assessments and business continuity requirements. The level of control you implement
surrounding changes made in your environment should be constructed jointly and severally, with your minimum
business requirements, well documented and distributed, and regularly reviewed and revised when dictated by
business needs.
Feedback
Creating new report definitions
To create a new report definition for CIC call data:
Create the report template in Crystal Reports first.
1.
Select the Reports container in Interaction Administrator.
2.
Press Insert (or select the Edit and New Entry menus) to begin a new report definition.
3.
In the Entry Name dialog box, enter a descriptive name for this report. This name will be sorted in with the
existing reports under the Report Name column.
4.
On the Report Configuration property page, enter a description of the report and the report file name.
5.
On the Report Tables/Parameters property page, click Add under the Table Data field.
6.
Select the IC Log table type to specify an CIC report log.
7.
Enter or select values for the Table Definition property page and click OK.
8.
On the Report Tables/Parameters property page, click Add under the Parameter Data field.
9.
Enter or select values for the Parameter Definition property page and click OK.
10. Click OK to complete the report definition.
For more information see CIC Reporting Technical Reference, located in the CIC Documentation Library on the IC
server.
Feedback
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Interaction Administrator
Configuring Interaction Recorder Remote Content Services
You configure Interaction Recorder Remote Content Service through Interaction Administrator.
Do the following steps to configure Interaction Recorder Remote Content Service:
1.
Open Interaction Administrator and log in as an administrative user.
2.
In the navigation pane on the left side, expand the Interaction Recorder container.
3.
In the Interaction Recorder container, select the Remote Content Server sub-container.
4.
In the details pane on the right side, double-click the entry for the Interaction Recorder Remote Content
Service server that you want to configure. The Remote Content Server Configuration dialog box for the
selected server is displayed:
The Remote Content Server Configuration dialog box contains the following fields:
Compressed Recordings Directory
Specify a local directory or shared network resource where Interaction Recorder Remote Content Service will
store recordings.
Note: The network resource or local directory that you specify must already exist and be shared for
Interaction Recorder Remote Content Service to use it. This resource or directory takes priority over the
Processed Recordings Directory setting of Interaction Recorder.
Temporary Work Directory
Specify a local directory where recordings can be temporarily stored for processing before Interaction
Recorder Remote Content Service moves the recording to the final location.
Note: You must specify a directory in the Temporary Work Directory field. If you leave this field blank,
Interaction Recorder Remote Content Service cannot process recordings.
Active Locations
Specify the region where you want Interaction Recorder Remote Content Service to reside. You can create
regions through the Regionalization container.
Note: For Interaction Recorder Remote Content Service to function properly, it must reside in the same
region as the media server from which it processes recordings.
5.
If you want to view or adjust the configuration for another defined Interaction Recorder Remote Content
Service server, use the << and >> buttons in the lower left corner.
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Interaction Administrator Printable Help
6.
If you want Interaction Administrator to automatically save your configuration settings as you cycle through
Remote Content Service servers, place a check mark in the Confirm auto-save check box.
7.
When you finish configuring one or more Interaction Recorder Remote Content Service servers, select the
OK button to save the configuration.
Related Topics
Remote Content Server
Feedback
Exporting Configuration Data
You should use Interaction Migrator to when exporting configuration data. Interaction Migrator is a versatile, releaseindependent utility that exports and imports CIC configuration data and custom handlers. Its uses include: 1)
migrating CIC configuration data from one server to another as part of an update installation, and 2) recovery and
version control.
For information on how to install and use Interaction Migrator, please see Interaction Migrator in the Technical
Reference Documents section of the CIC Documentation Library. For more information on updating see Upgrade
Guide in the Installation and Configuration section of the CIC Documentation Library.
Feedback
Add fax support
To configure fax resources in an IC server, add a new station and then select the appropriate type of fax station.
Interaction Desktop Client and Interaction Client Web edition support faxes.
To add a fax station
1.
From the Interaction Administrator, under Production, select the Stations icon.
2.
Press the Insert key and then click OK. The Station wizard appears.
3.
Follow the Station wizard prompts and enter the appropriate fax configuration data. See the help on each
dialog box for details.
The Interaction Fax Viewer client application displays and sends faxes using the default properties in the Fax
Configuration dialog boxes. Interaction Fax Viewer users can override these default values for the fax header, cover
page address information, and all send options.
Related topics
Fax Appearance
Feedback
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Interaction Administrator
Setting Default Conference Options
Use Interaction Conference configuration to set default options for conferences. You can also either allow conference
organizers to change the options or prevent them from doing so by using the Lock check box.
To set default conference options:
1.
Double-click the Configuration entry in the Interaction Conference container. The Interaction Conference
Configuration dialog box appears.
2.
Click the Default Conference Options tab.
3.
Select the desired options:
Lock - Select the Lock check box to prevent conference organizers from changing the setting beside the
Lock check box. These options will appear in the selected state by grayed out so the conference organizer
cannot change them in the Interaction Conference Web Administrator interface.
Host Required to Start - Select this check box to delay starting a conference until a host attendee has
joined.
Enforce End - Select this check box to automatically terminate a conference call at the specified ending
time. . If the ending is enforced, Interaction Conference automatically plays a warning message two minutes
before the end of the conference.
Allow Mute - Select one of the options to determine the default audio behavior for guests joining the
conference and the level of control hosts have on muting.
Start Muted – Select this option to mute all guests by default. Conference guests enter the conference
muted, but the conference host may unmute individual participants. Use this option if you plan to have
more than 20 unmuted participants in the conference. The host can selectively unmute up to 20
participants to speak.
Manual – Select this option to give the host manual control over muting individual guests in the
conference. In this case, guests join the conference unmuted. If there are more than 20 participants,
only the first 20 to join the conference are audible. The 21st participant who is a guest (and other
guests after) will hear a prompt that they are joining the conference muted. If the conference host unmutes a host or guest, and there are 20 audible participants, Interaction Conference automatically
mutes an audible guest who has been unmuted the longest to stay within the 20-audible-caller limit.
Note: This limit on 20 unmuted callers is temporary and is expected to be removed in a subsequent
update.
No – Select this option to prevent hosts from muting any guests in the conference.
Record - Select one of the options to determine the default call recording behavior for conferences.
Yes, send to all – Select this option to have CIC record the conferences and send the recording to all
of the hosts and guests listed on the conference.
Yes, send to hosts – Select this option to have CIC record the conference and send the recording to
all of the hosts listed on the conference.
No – Select this option to not record conferences by default.
Announce Entry - Select one of the options to determine the default announcement behavior when a guest
or host joins a conference. By default, CIC plays a tone as each person joins a conference.
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Interaction Administrator Printable Help
None – Select this option if you do not want any audio alert or notification when someone joins a
conference.
Tone – (Default) Select this option if you want CIC to play a tone when someone joins a conference.
Name – Select this option if you want guests and hosts to be prompted to say their name before
joining the conference. Interaction Conference will then play that name for the rest of the conference
participants to hear as they join.
Announce Exit - Select one of the options to determine the default behavior when a guest or host exits a
conference. By default, CIC plays a tone as each person exits a conference.
None – Select this option if you do not want any audio alert or notification when someone exits a
conference.
Tone – (Default) Select this option if you want CIC to play a tone when someone exits a conference.
Name – Select this option if you want to hear the name of the guests and hosts as they exit the
conference.
Announce Number of Attendees - Select one of the options to determine the default behavior if Interaction
Conference announces (by playing a prompt) the number of attendees in the conference.
None – (Default) Select this option if you do not want CIC to play an announcement of the number of
attendees on a call.
To Hosts – Select this option if you want CIC to announce the number of attendees only to the hosts
on the call.
To All – Select this option if you want CIC to announce the number of attendees to all guests and
hosts on the call
4.
Click OK to save the changes.
Related topics
Interaction Conference Configuration
Interaction Conference
Feedback
Interaction Conference Email Templates
Interaction Conference allows the administrator to define email templates for meeting invitations and cancellations.
Features include:
•
The ability to create separate templates for invitations, updates, and cancellations.
•
The ability to create separate templates (of all three types) for use by hosts and guests.
To create an email template:
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Interaction Administrator
1.
Double-click the Configuration entry in the Interaction Conference container. The Interaction Conference
Configuration dialog box appears.
2.
Click the Email Templates tab.
3.
Click Add. The New Template dialog box is displayed.
4.
Design the template:
5.
a.
In the Name text box, type a name for the template.
b.
In the Subject text box, type a default subject for the e-mail message (e.g., "Meeting invitation").
c.
In the Body text box, type the default text of the e-mail message, inserting macros (4) as needed:
•
Additional numbers: Phone numbers, other than the main conference number, on which
attendees can call into the conference.
•
Date: The date of the conference.
•
Host: The host of the conference.
•
Invitee: The name of the invitee (the recipient of the email message).
•
Invitees: The names of the invitees (the recipients of the email message).
•
Notes: Any explanatory notes about the conference.
•
Phone: The main (or only) phone number that attendees should use to call into the conference.
•
PIN: The PIN number attendees should use to gain access to the conference.
•
Room: The room identifier for the conference.
•
Time: The time at which the conference will be held.
•
Title: The title of the conference.
d.
Click OK. Interaction Administrator creates the new template and lists it on the Email Templates
tab of the Interaction Conference Configuration dialog box.
In the Selected Templates area, use the list boxes to assign the template to a message type.
Related Topics
Conference Room Configuration
Setting Default Conference Options
Feedback
Preparing to Use Web Interactions
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Interaction Administrator Printable Help
If your site uses CIC's Web Services to process web interactions, you can create any number of boilerplate text
messages, standard URLs and text files for agents to easily send to web visitors. In addition, you can optionally have
each agent's picture appear on the dialogs that visitors see.
How it Works
You must have CIC's web services installed and configured on your web server (see Interaction Web Tools Technical
Reference in the CIC Documentation Library on the IC server).
•
When a visitor requests an interactive Chat session or an Instant Question, an agent is alerted by the CIC
client and can "pick up" the interaction request.
•
For a chat, a dialog pops up on the agent's workstation enabling the agent to begin an interactive typing
session with the customer. The Responses tab of the agent's Chat dialog can contain the names of preset
standard text messages, URLs to which the agent can push the visitor's browser, and text file names. The
agent can drag any combination of these responses into the Response field.
•
For an Instant Question, the agent's Responses tab can contain the same mix of items. However, if the
agent drags a URL into the Response field the program sends only the URL address as text and does not
push the visitor's browser.
For more information on how to use the Chat dialog interface, see the help for the CIC client.
Creating Text Messages and URLs
•
Use the Interaction messages sub-container in Interaction Administrator to create preset text that an agent
can send to a visitor during an interactive session.
•
Use the Interaction URLs sub-container in Interaction Administrator to create a list of standard URLs from
which agents can select during an interactive session. The URLs can point to HTML documents on your
website or other websites.
•
In a Chat session, dragging a URL to the Send field and clicking Send pushes the visitor's browser to that
URL. Alternatively, the agent can drag the URL directly into the Conversation pane and immediately push the
Web visitor's browser to that address.
•
In an Instant Question, dragging the URL to the Response pane and clicking Send, sends the URL in the
message as text.
•
Use the Interaction files sub-container in the Interaction Administrator to create a list of text file names from
which agents can select during an interactive session.
You control which Chat text messages and URLs appear on the Chat dialog for each agent by using the Access
Control page on the Default User, Users, Roles, and Workgroups configuration pages.
For example, you can create a group of text messages that address specific technical support issues and another
group of text messages that answer typical marketing information requests. You can then make the technical support
documents available to all agents in the Tech Support workgroup and all the marketing documents available only to
agents in the Marketing workgroup.
Adding the Agent's Picture to the Chat Dialog
You can optionally display each agent's picture to the customer on the Chat dialog. On each Users Configuration
page, specify a complete reference to a GIF image file in the Image field.
For more information, see CIC client help.
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Feedback
Print Interaction Administrator Data
The print data feature allows you to print, display or export specific Interaction Administrator data to a CSV file. You
can select the fields and the field order to include in the output.
Topics:
The Topics: drop-down list allows you to select which topic to print, display or export. Currently only two topics are
available Users Phone Directory and Stations Phone Directory.
Fields:
The Fields: list displays the fields you can select to print, display or export. The field order represents the column
order.
Print, Display or Export Data
To print, display or export data follow these steps:
1.
Select the topic from the drop-down list.
2.
Select (check) the fields to include in the output. The fields available depend on the topic selected. Use the
Up and Down buttons to move the currently selected field if you wish to reorder the fields in the output.
The checked field closest to the top of the list will be the first column of the output list, the second field will
be the second column, etc. The sort order is based on the column order.
3.
Once the topic is selected, the fields are selected and ordered, then chose one of the following options:
•
Print - Print sends the output to the printer.
•
Save As - Save As sends the output list to a file using the standard CSV file format.
•
Display - Display opens the application associated with the CSV file format in Windows and displays the
output.
•
Print by App - Print by App prints the output using the application associated with the CSV file format in
Windows.
Note: To use the Display or Print by App options, you must have an application associated with CSV file format.
Interaction Administrator preserves the most recently selected topic, fields and field order between sessions.
Feedback
Printing Interaction Administrator Documentation
You can print all or part of the Interaction Administrator help from the Contents tab.
The IC printable documentation available on the Product Information site, provides print versions in .pdf format of the
CIC help systems. The source files for the quick reference guides are also available in .doc, .vsd, or .pub formats for
partners who want to make their own customized versions of these documents.
Print Individual Topic Sections
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Interaction Administrator Printable Help
To print individual sections of the online help system, start with the Help Contents tab on the Help Topics dialog,
then:
1.
Select a book title you wish to print. All of the topics under that book will be printed.
2.
Click the Print button at the bottom of the Help Topics.
Feedback
Set Up a New Registration Group
To set up a new registration group, click the Registration in the Managed IP Phones container in Interaction
Administrator, then right-click in the right pane:
1.
Select New on the menu, and enter a unique and meaningful registration group Name.
2.
Select the Type of registration from the drop-down menu. The options are "Regular" and "External".
3.
Click OK and complete these tasks:
•
Click Add to define the new registration settings in the Configuration page.
•
Select the appropriate values in the Options page.
4.
Click OK to save the new registration group configuration.
Related Topics
Add Registration
Registration Group Configuration
Registration Group Options
Managed IP Phone Appearance Configuration
SIP Station Configuration
Managed IP Phone Configuration - General
Feedback
Starting IC server modules
The IC server installation procedure sets up the IC Console service, which starts all the IC server modules automatically
as Windows services when the server is rebooted. If the server is restarted for any reason, all CIC services are
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automatically started. In addition, if any individual module is ever terminated (for example, someone kills a process in
Task Manager), it will automatically be restarted when IC Console is running as a service.
In general, we recommend that any future IC server restarts include a complete power cycle of the server to ensure
that the telephony hardware and/or software is completely reset.
Warning: Do NOT manually edit the registry entries in the IC ProcessTree and do NOT use these optional EicService
command line arguments without explicit instructions from qualified Interactive Intelligence representatives. Doing so
could cause your system to stop functioning or not start as designed.
Feedback
Overview of command line options
When necessary, you can also start Interaction Administrator from a command line. When you do that, you can use
optional command line arguments to do the following things:
•
Specify another IC server on the network.
•
Run Interaction Administrator as a master administrator.
•
Specify the default language (locale) for Interaction Administrator.
Related topics
Specify an alternate IC server
Start Interaction Administrator as a master administrator
Specify the default language (locale)
Feedback
Updating Configuration Values
Most configuration values entered in Interaction Administrator property sheets can be modified at any time, including
when the system is in use. When you modify a value in Interaction Administrator (such as add a new line, change a
station number, and so on), Interaction Administrator generates a notification event to Notifier which in turn notifies
the appropriate modules that need to recognize the change. These changes are dynamic in nature and are effective
almost immediately. If you change a line or station attribute and that line or station is involved in a call when you save
the change, the change will become effective as soon as that call leaves the station or disconnects.
Note: Path names, such as ResourcePath or ReportPath under System Parameters are NOT dynamic. Changes to
path names are effective only after CIC has been restarted.
When you modify and re-publish active handlers with Interaction Designer, the handlers are automatically detected
and used for all new interactions requiring those handlers. Interactions already using that handler will finish with the
original handler.
Feedback
Using LogSnipper
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Each IC subsystem keeps a log of its actions in the \server\IC\Logs\[date] directory, where date represents the log
date. For example, the TsServerU subsystem's activities on December 10, 2015 are logged in \server\IC\Logs\2015-1210\TsServer.ininlog. Each subsystem logs a basic level of detail that can be increased with the Trace Configuration
utility. If tracing is set to a verbose mode or if many actions are logged, the log files can grow to be very large and
difficult to open with standard text file editors (such as Notepad).
LogSnipper is an application that extracts a portion of an IC subsystem trace log and saves it to a file. It is useful
when you troubleshoot a specific time period within a large trace log.
Note: If support asks you to extract a portion of a trace log, you will need to use LogSnipper.
For complete up-to-date information, see Using LogSnipper located in the Technical Reference Documents section in
the CIC Documentation Library on the IC server.
ACD Related Procedures
Feedback
Queue Activation
CIC administrators, supervisors, and users with the appropriate administrative access controls can optionally activate
and deactivate agents on a per queue basis without regard to the agent’s Interaction Center status or state. For
example, this feature enables authorized agents monitoring multiple queues to deactivate themselves from inactive or
lower priority queues in order to monitor busy or high priority queues without changing their status or logging out of
the inactive queue. It also enables supervisors and administrators to activate or deactivate other agents (via
Interaction Supervisor and Interaction Administrator) in queues without regard to that agent’s status or logged in
state. This only works on ACD and Custom workgroup queues.
The activation and deactivation event criteria includes:
•
When an agent activates or deactivates himself or herself via the Workgroup Activation dialog in the CIC
clients. This requires that the agent’s user account be given “Activate Self” Access Control in Interaction
Administrator.
•
When a supervisor activates or deactivates an agent via Interaction Supervisor. This requires that the
supervisor’s user account be given “Activate Others” Access Control in Interaction Administrator.
•
When a user is added or removed from an ACD or Custom workgroup in Interaction Administrator. By
default, users are added to workgroups in an Activated state.
•
When an ACD or Custom workgroup is created or deleted in Interaction Administrator. By default,
workgroups are created with users in an Activated state.
All ACD agent user accounts that are members of ACD or Custom workgroup queues and which are updated from a
pre-IC 2.3 system are flagged as Activated when they are imported into the current release.
Note: Agent workgroup activation can be configured with handlers. See the Workgroup Agent Activate and
Workgroup Agent Deactivate toolsteps in the Interaction Designer online help in the CIC Documentation Library
on the IC server.
Feedback
Add skills to an ACD agent
You can add skills to an agent in two places:
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Interaction Administrator
•
In the Skills Configuration dialog box that appears when you add a skill
•
In the ACD Configuration dialog box for each user or workgroup
To assign skills to an agent in the Skills Configuration dialog box, see Creating skills and assigning them to owners
To add skills to an ACD agent in the ACD Configuration dialog:
Skill names must be defined in the Skills container in Interaction Administrator before they can be assigned to a user
(for example, an ACD agent).
1.
Double-click a user name from the list of CIC users in Interaction Administrator.
2.
Select the ACD configuration property page.
3.
Below the Skills box, click Add.
The Add Skill list appears.
4.
Select a skill name and click OK. The selected skill name appears in the Skills box.
5.
In the Proficiency box, type a number between 1 and 100.
6.
In the Desire to Use box, type a number between 0 and 100.
7.
Click OK.
For more information, see the ACD Processing white paper found in the CIC Documentation Library on the IC server.
Related topics
Overview of skills
Feedback
Adding Skills to an ACD Workgroup
This procedure assumes one or more workgroups have been defined in Interaction Administrator. Skill names must be
defined in the Skills container in Interaction Administrator before they can be assigned to a workgroup (for example,
an ACD queue monitored by ACD agents who belong to that workgroup).
To add skills to an ACD workgroup
1.
In Workgroup Names list, double-click a workgroup name.
2.
Click the ACD configuration tab.
3.
Below the Skills box, click Add.
The Add Skill list appears.
4.
Select a skill name and then click OK.
The selected skill name appears in the Skills box.
5.
In the Proficiency box, type a number between 1 and 100.
6.
In the Desire to Use box, type a number between 0 and 100.
7.
In the Weight box, type a positive or negative decimal number (for example, -1.5, 0.0, 1.5, and so on.)
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8.
Click OK.
Related topics
Overview of skills
Feedback
Overriding Inherited Skills for an ACD Agent
To override the default Proficiency and Desire to use levels an agent inherited from a Workgroup ACD skill
assignment:
1.
Double-click a user (such as, agent) name from the list of IC Users in Interaction Administrator.
2.
Select the ACD configuration property page.
3.
Below the Skills field, click the Add button to display the Add Skill drop-down list.
4.
Select a skill name that matches one of the Inherited Skills (on the left side of the page) and click OK. The
selected skill name appears in the Skills field.
5.
Type a number between 1 and 100 in the Proficiency field and between 0 and 100 for the Desire to use entry
field. These numbers override the default Proficiency and Desire to Use levels under the Inherited Skills on
the left side of the screen.
6.
Click OK to save the skill assignment.
Security Related Procedures
Feedback
Add or remove access to client queues
To add or remove view access or modify access for specific queues that appear in the CIC clients
1.
On the Access Control property page, select the view or modify queue category for the notebook page that
you wish to control.
The Available list contains all the client queues that do not yet appear on the notebook pages. The
Currently Selected list contains the queues that the user can see or modify in the CIC clients.
Note: You cannot remove the inherited properties that appear in the Inherited list.
2.
3.
Do one of the following:
•
To add a client queue, select it in the Available list and then click Add.
•
To remove a client queue, select it in the Currently Selected list and then click Remove.
Repeat these steps for each client queue that you want to control.
Feedback
Assigning Limited CIC Administration Rights to Users
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CIC master administrators can give other CIC users rights to view, add, and modify some or all CIC configuration
containers in Interaction Administrator. Only master administrators can grant these rights. To do this:
1.
Start Interaction Administrator with a valid CIC master administrator account.
2.
Select a specific User, or a Workgroup and open its dialog box. Likewise, you can select the Default User
Configuration, but only if you really intend to give all CIC users some administrative rights.
3.
On the Admin Access page, select the Category drop-down list and choose an Interaction Administrator
category on which to give the current user administrative rights.
4.
Determine if the current user (or group) should have access to the Admin Access page and the Access
Control page on the selected user (such as, workgroup, user, or default user) accounts.
Later, when the CIC users who have been given these rights log in and run Interaction Administrator, they will see only
those containers, property pages, and configuration entries they have been given permission to access.
Configuring IC for Microsoft Lync Integration
Feedback
Configure CIC for Microsoft Lync Integration
An integration is available between Interaction Center and Microsoft Lync. This integration allows an organization's
CIC and Microsoft Lync users to take advantage of the features available in both applications.
Interaction Center Integration to Microsoft Microsoft Lync Server Administrator’s Guide describe more about the
integration and the required configuration tasks.
This topic lists the Microsoft Lync configuration required in Interaction Administrator. Refer to the individual topics for
more information.
•
Configure lines and line groups
•
Configure the dial plan
•
Configure stations
•
Configure users
•
Microsoft Lync: Configuring CIC to Microsoft Lync Status Mappings
•
Microsoft Lync: Granting Administrator Access to Microsoft Lync Integration Features
Feedback
Configuring a Line and Line Group for Microsoft Lync Integration
You will need to designate one SIP line and line group to use solely for Micrsoft Lync calls to the mediation server.
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For instructions on creating a line, see Line Configuration. For instructions on creating a line group, see Line Group
Configuration.
Configure Line Settings for Microsoft Lync
Specify the following settings for the line in SIP Line Configuration:
•
Select "Microsoft Lync" from the Line Usage list.
•
Enter the fully-qualified domain name of the IC server in the Domain Name box.
•
Enter the phone number that represents the IC server under Outbound Identity, in the Address box.
•
Enter the DNS SRV name of the IC server switchover pair in the Name box.
Specify the following settings for the line in SIP Line Configuration - Call Putback:
•
Select the Enable processing of received SIP REFER messages check box.
Specify the following on the Proxy page of the SIP Line Configuration tab:
•
Enter the IP address and port number of the Lync Mediation Server.
Specify the following on the Access page of the SIP Line Configuration tab:
•
Grant access for the IP address of the mediation server, and deny all other access.
Specify the following on the Transport page of the SIP Line Configuration tab:
•
Enter the Receive port (5066 for TCP).
Configure Line Group Settings for Microsoft Lync
Specify the following setting for the line group in Configuration:
•
Select the Use as Dial Group check box.
Specify the following setting for the line group in Members:
•
Add the To Lync line to the Currently Selected Lines list.
Related Topics
SIP Line Configuration
SIP Line Transport
SIP Line Proxy
SIP Line Access
Call Putback
Lync: Configuring a Dial Plan Entry
Lync: Configuring Stations
Lync: Configuring Users
Lync: Configuring CIC to Lync Status Mappings
Lync: Granting Administrator Access to Lync Integration Features
Feedback
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Configuring a Dial Plan Entry for Microsoft Lync Integration
Your dial plan needs to contain an entry to specify that Microsoft Lync calls go through the mediation server.
To add a dial plan entry, see Dial Plan Configuration.
Use one of these options to configure the dial plan.
•
The preferred option is to add phone numbers for all Microsoft Lync-only users to the dial plan.
•
The alternate option is to give all Microsoft Lync-only phone numbers a prefix, such as "Microsoft Lync", so
you can easily create a pattern that encompasses that group of users and numbers.
Add the line group (To Microsoft Lync) to the dial plan entry.
Related Topics
Microsoft Lync: Configuring a Line and Line Group
Microsoft Lync: Configuring Stations
Microsoft Lync: Configuring Users
Microsoft Lync: Configuring CIC to Microsoft Lync Status Mappings
Microsoft Lync: Granting Administrator Access to Microsoft Lync Integration Features
Overview of Regional Dial Plans
Feedback
Configuring Stations for Microsoft Lync Integration
You'll need to perform these tasks to configure stations for Microsoft Lync:
•
Configure the global SIP station settings that the individual SIP stations will inherit.
•
Configure all Microsoft Lync endpoints that are CIC stations so that they send any outbound calls to the IC
server. You can do this using a static route (.*).
Configure the Global SIP Station
Interaction Administrator propagates the global SIP station configuration to the individual station configurations that
use the <Use Global SIP Station Setting> option. Therefore, changes to the global SIP station affect those individual
stations.
Specify the following on the Global SIP Station tab:
•
Select the SIP line in the Contact Line on the Address page.
•
Select "Microsoft Microsoft Lync" from the Manufacturer list on the Phone page.
Configure Station Settings
Follow these steps in the Station Configuration tab for each user to configure individual station settings on the IC
server:
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•
Click Edit next to the Identification Address on the Addresses page, and specify the user’s line URI.
•
Click Edit next to the Address in Connection Settings, select the Use an alternate format option, and then
specify an address that matches the user’s line URI in Microsoft Lync.
Related Topics
Microsoft Lync: Configuring a Line and Line Group
Microsoft Lync: Configuring a Dial Plan Entry
Microsoft Lync: Configuring Users
Microsoft Lync: Configuring CIC to Lync Status Mappings
Microsoft Lync: Granting Administrator Access to Lync Integration Features
Station Configuration
Feedback
Configuring Users for Microsoft Lync Integration
Microsoft Lync Server sets the user attributes in Active Directory and Interaction Center reads the attributes to obtain
Microsoft Lync configuration information for each user.
Requirements
Prior to being enabled for the integration, a user must:
•
Be associated with an NT domain account in their Interaction Administrator user configuration. If there is no
domain association, an error dialog will appear.
•
Have an extension specified in their Interaction Administrator user configuration.
•
Be enabled for Microsoft Lync Server.
Configure User Settings
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1.
In the User Configuration dialog box, find the Microsoft Lync Settings section.
2.
To complete the User Address field, do one of the following:
•
Type the user’s SIP address.
•
Click Lookup Settings to auto-fill the box with the user’s NT domain information in Active Directory.
1.
In the Line URI box, specify the station’s contact address.
2.
In the User Type list, select one of the following options:
•
Enterprise Voice (default) - Select this option for a user to set Microsoft Lync (instead of a CIC station) as an
endpoint.
•
IM Only - Select this option for a user that is capable of sending and receiving only instant messages.
•
Remote Call Control (RCC) - Select this option for a user to receive calls on a CIC station using the
Microsoft Lync client.
1.
Select the Enable Presence Synchronization check box.
Interaction Administrator
2.
Click Save.
Feedback
Configuring CIC to Microsoft Lync Status Mappings
You can set options on the CIC status configuration, to specify the Microsoft Lync status associated.
To configure Interaction center --> Microsoft Lync status mappings:
1.
Expand the System Configuration container in Interaction Administrator.
2.
Within the System Configuration container, click the Status Messages container.
3.
In the list of CIC status names, double-click the message name you want to edit.
The Status Message Configuration dialog appears.
Note: If the Status is User Selectable check box is not selected, you will not be able to map an Microsoft
Lync presence state to that CIC status.
4.
In the configuration dialog for each CIC status message, you should specify the Microsoft Lync equivalent or
specify that there is no mapping. In addition, you should specify whether this mapping is also the same for
Microsoft Lync to CIC. For more information, see Status Message Configuration.
5.
Click OK to save the changes.
Feedback
Granting Administrator Access to Microsoft Lync Integration Features
Microsoft Lync Integration is reserved for a future release.
On the Admin Access page of the User Configuration dialog, you can grant administrator access to these Microsoft
Lync integration features:
Grant this right to
the user...
If...
Microsoft Lync
Active Directories
The user needs to access the
Active Directory container.
Microsoft Lync
Configuration
The user needs to access the
Microsoft Lync container.
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Interaction Administrator Printable Help
Microsoft Lync
Status Messages
The user needs to access the
Microsoft Lync Status
Messages container.
Collective
Feedback
Collective concepts
A collective is a group of IC servers that communicate with each other and that share resources. In a collective, IC
servers act as home sites and peer sites.
The home site for a user depends on the user's configuration. By default, a user's home site is the site that the user is
logged on to. However, you can configure a "permanent" home site for a user, if necessary.
The collective for a user looks different on each of the CIC sites that the user logs on to. For example, suppose that IC
servers in Indianapolis, Indiana, Deerfield Beach, Florida, and Aix, France all communicate with one another. For
example, if a user logs on in Indianapolis, then Indianapolis is the user's home site and Deerfield Beach and Aix are
peer sites.
A user in a collective can log on to any of the collective’s sites. For example, a user in Indianapolis can see whether or
not another user in Deerfield is on the phone. If a user visits Indianapolis, someone dialing that user’s extension from
any of the other sites is automatically connected to the phone that person is currently logged on to in Indianapolis.
When new users are added in any of these cities, the users automatically appear in the company directory, which is
viewable from all of the other cities.
A user can be shared between the collective site and workgroups that span the collective. User data is replicated
between collective sites, but not all users are replicated. Only users that are members of spanning workgroups are
replicated.
All calls or workgroup-related activity for the user are routed to the last CIC site the user logged on to.
For more information, see the Multi-Site Technical Reference document in the CIC Documentation Library on your IC
server.
Overview of the process to set up a collective
To set up a collective, in the Collective container, use the Home Site subcontainer to configure the home site. Then
use the Peer Sites container to add one or more peer sites.
Related topics
Home site concepts
Configure a home site
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Interaction Administrator
Peer site concepts
Add a peer site
Configure a peer site
Configure trusted access for a peer site
User extensions that span peer sites
Feedback
Home site concepts
Use the Home Site Configuration tab to define the specific characteristics of an IC server that is participating in a
collective as a home site.
If you have multiple IC servers at different sites that need to send the output of their report logs to a single database
server via a LAN, WAN, or some other remote connection, configure a unique site identifier for each site in the Home
Site container. All CIC report logs include a SiteID column to identify the site for each row of data in the logs.
For example, suppose a company has three call center offices. Each site uses CIC. The headquarters office has a
central SQL Server machine that hosts all of the call center report logs. To uniquely identify each call center in the
report log data, assign a unique site identifier to each site. Also, configure the data source for each IC server to point
to the central database server that hosts the CIC SQL Server database.
To ensure that all report log data is captured correctly, implement and test this part of the site configuration before
you start the IC server.
Note: For a multi-site reporting system, configure the CIC data source for each of the IC servers on the network to
point to the same SQL server. Then populate the ServerReportLogDataDestination IC server parameter with the
following value:
PMQ:<The name of the IA data source that points to the SQL server>
Related topics
Configure a home site
Collective concepts
Feedback
Peer site concepts
You can add one or more Peer Sites to a collective. Each site can have its own configuration.
Related topics
Add a peer site
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Interaction Administrator Printable Help
Configure a peer site
Configure trusted access for a peer site
Collective concepts
Feedback
Configure trusted access for a peer site
For more information on trusted access, see Trusted access concepts.
To configure trusted access for a peer site
1.
In the Collective container, double-click the Peer Sites container.
2.
In the list view window, right-click the name of the peer site that you want to configure.
The Peer Site Configuration dialog box appears.
3.
Click the Trusted Access tab.
4.
To allow users who have the Publish right for handlers to update production handlers or publish new
handlers on the IC server while they are logged on to this peer site, select the Publish Handlers check box.
5.
To allow users who have the Manage right for handlers to add handlers to or remove handlers from the IC
server while they are logged on to this peer site, select the Manage Handlers check box.
6.
To allow users who are master administrators to perform their master administrator responsibilities from this
peer site, select the Master Administrator check box.
7.
Click OK.
Related topics
Trusted access concepts
Peer site concepts
Configure a peer site
Collective concepts
Feedback
Add a peer site
To add a peer site to a collective
86
1.
In the Collective container, double-click the Peer Sites container.
2.
In the list view window, right-click and then click New.
The Entry Name dialog box appears.
3.
Type the name of the peer site.
Interaction Administrator
Note: The name of the peer site must match an existing site name.
4.
Click OK.
The Peer Site Configuration dialog box appears.
5.
Configure the peer site. For more information, see Configure a peer site.
Related topics
Configure a peer site
Configure trusted access for a peer site
Peer site concepts
Collective concepts
Feedback
User extensions that span peer sites
It is always important to plan for growth when you create user extensions in Interaction Administrator. Consider both
the growth of your current site and the growth of other sites or other CIC systems.
Note: Avoid duplicate user extensions.
When multiple CIC sites form a collective, CIC replicates user information throughout the collective. A user who spans
sites (a “spanner”) on an IC server that is part of a collective cannot have the same user extension as another spanner
on another IC server in the collective.
For example, suppose User A on Server 1 is part of a workgroup that spans sites. User A has an extension of 8001.
User B on Server 2 is part of a workgroup that spans sites. User B also has an extension of 8001. When their user data
is replicated throughout the collective, they will have a problem getting calls and other services.
Use careful planning if you change user extensions. The extensions must be unique if a user is added to a workgroup
that spans sites. Here are some suggested approaches:
•
Change the user extension altogether. For example, if User A on Server 1 had an extension of 8001, change
the extension to 8801.
•
Add a digit to the beginning of the user’s extension. For example, if User A on Server 1 has an extension of
8001, then change the extension to 18001. This extension means "Server 1, User A extension 8001." Likewise,
if User B on Server 2 has an extension of 8001, then change it to 28001. This extension means Server 2, User
B extension 8001.
Related topics
Collective concepts
Configure a peer site
Assistants
Feedback
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Interaction Administrator Printable Help
Assistants
This section contains help about the Assistants available in Interaction Administrator:
Add Stations Assistant
Add User Assistant
Add Location Assistant
Managed IP Phone Assistant
Add Stations Assistant
Feedback
Add Stations with the Add Stations Assistant
To simplify the process of creating SIP stations, the Add Stations Assistant walks you through the necessary station
configuration steps.
To add a station with the Add Stations Assistant
1.
Under <IC Server> container, click the Stations Container.
2.
Right-click in the right pane.
3.
Select Station Assistant
4.
Complete the pages in the wizard.
5.
Click the help button on each page for instructions on how to complete the fields.
Related topics
Import SIP stations from a CSV list
Review created stations
Set access control
Save SIP station data
Feedback
Import SIP Stations from a CSV List
Use this page to select the CSV file that contains SIP stations and any additional information such as name, type,
extension or address.
Note: The CSV file must be in UTF-8 format. For more information, see CSV files with non-English column headings
Click Browse to the location of the CSV file.
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Interaction Administrator
Note: If you plan to implement managed IP phones, please note that managed IP phones/stations are imported
from the Managed IP Phones Assistant in Interaction Administrator, following the CIC installation. Use Add Stations
Assistant to create non-managed SIP stations only.
Click Example to view a sample CSV file.
A Microsoft Excel document (CSV SIP Station List.xls) and a sample CSV file (CSV SIP Station List.csv) are available on
the CIC products disc in Additional Files...CSV Lists.
The SIP stations CSV file is formatted in two sections; a header section, and a data section. The header is the first row
in the file and contains the names of all columns to import. Open a copy of CSV SIP Station List.xls in Excel, and enter
the information in the appropriate columns for the SIP stations you wish to create. The following columns are
supported:
Name (Required): This is the station name.
Type: The type must be workstation, phone, or fax.
Extension: Enter a unique extension number for the SIP station.
Identification Address: Enter the SIP identification address.
Connection Address: Enter the connection address of the SIP station. If specified, this column will create a static SIP
station. If left blank the station will be dynamic.
Manufacturer: Enter Generic, Interactive Intelligence, Cisco, or Polycom.
Model: Enter the specific type of phone model made by the phone manufacturer.
•
If Interactive Intelligence is the manufacturer, use “Interaction Client”.
•
If Cisco is the manufacturer, use 7905, 7912, 7940, or 7960.
•
If Polycom is the manufacturer, use SoundPoint IP 300, SoundPoint IP 500, or SoundPoint IP 600.
MAC Address: Enter the MAC address of the SIP station.
Machine Name: Maps a machine to this station for licensing.
When your additions are complete, save the document as a .CSV file type and download it to a secure location on the
IC server. You can open the new .CSV file in any text editor.
For more information, including station attribute descriptions and instructions for importing the CSV SIP Station list in
Add Stations Assistant, see Importing CSV Lists in IC Documentation Library.
Feedback
Review Imported SIP Stations
Use this page to review the stations that you imported from a CSV file.
If this information is not correct, click Back to make changes. Otherwise click Next.
Feedback
Access control
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Interaction Administrator Printable Help
This page may appear when you run the Add Stations Assistant or the Managed IP Phones Assistant.
Note for the Add Stations Assistant: If you created a dial plan in IC Setup Assistant, select the dial plan
classifications for the new stations. If you did not create a dial plan in IC Setup Assistant, no Available classifications
appear. After you create the dial plan in Interaction Administrator after installation, run the Add Stations Assistant in
Interaction Administrator and specify the outbound dialing privileges for your stations.
Use the Access control page to select the dial plan classifications for new stations. These classifications determine the
outbound dialing privileges for the new stations.
Select one or more classification names from the list of Available classifications and add them to the Currently
Selected list to give the selected dialing privileges to this station.
If someone attempts to place a call from a station and the dialed phone number is not supported in one of the phone
number classifications for the station, CIC plays a prompt that says that the station does not have sufficient dialing
privileges to place the call.
Feedback
Saving SIP Station Data
If you have reviewed your SIP station data and are ready to commit the new station creation, click on the Commit
Changes button. After clicking Commit Changes, there is a progress indicator displayed while saving the SIP stations
and station configurations that you have created. Depending on how many stations you created, this may take several
moments.
Feedback
Station Licenses
Use this page to assign licenses to the stations you are creating. This page applies to workstations or remote stations.
Basic Station License
This license represents an audio path between CIC and a station. This license is not required, but without it the audio
for station does not play. A non-audio station may be used or for non-audio interactions.
Remote stations must be assigned a Basic Station license. If a user logs into a remote station, it also needs a Client
Access license. (In previous versions, this was a Business User license.) If a TUI login is performed against dynamic
remote stations, no Client Access license is acquired.
Client Access License
To allow the station to run a CIC client, assign this license to the station.
Note: If the user has this license, the user can run any of the CIC clients.
ACD Access License
Select this check box if this workstation is an ACD station. Then select one of the following ACD licenses for the
station:
•
Media 1 - This license allows 1 interaction type at a given time.
•
Media 2 - This license allows 2 interaction types at a given time.
•
Media 3 Plus - This license allows 3 or more interaction types at a given time.
Note: A station can receive ACD interactions only if it has the ACD Access License.
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Interaction Administrator
Interaction Process Automation License
Select the Interaction Process Automation check box if this user is an Interaction Process Automation user. Then
select one of the following Interaction Process Automation licenses for the user:
•
Direct Routed Work Items (I3_ACCESS_IPA_USER) license: Enables the user to launch any process to which
the user has rights. It also enables the user to receive work items that are directly routed to the user.
•
Group Routed Work Items (I3_ACCESS_IPA_USER_ACD) license: Enables the user to receive work items that
are either routed to the user directly or as a member of a workgroup (similar to an ACD queue).
•
Process Monitor (I3_ACCESS_IPA_MONITOR) license: Enables the user to view process status and details in
the Process Monitor or to use Process Reporting in IC Business Manager Applications.
•
Process Designer (I3_ACCESS_IPA_DESIGNER) license: Enables the user to use the Process Designer to create
and modify Interaction Process Automation processes.
Note: Each license in this list enables the user to use the Interaction Process Automation features included in all
the previous licenses in the list. That is, the Group Routed Work Items license includes the Direct Routed Work
Items license. The Process Monitor license includes both of the Routed Work Items licenses. The Process Designer
license includes all the other licenses.
For more information about designing processes, refer to the Interaction Process Automation Technical Reference
and the Process Designer Help.
License List
Select any additional licenses to assign to this station.
Note: For specific license information on each type of license, see IC Licensing Overview Technical Reference in the
CIC Documentation Library.
Feedback
Complete the Add Stations Assistant
You have successfully completed the Add Stations Assistant. Click Finish to save your changes or newly created
stations. Select I want to add additional stations then click Next to run the Add Stations Assistant again.
Add User Assistant
Search Options
Feedback
Search Options
Use this page to determine how you want to locate existing users. The options are:
•
Discover users from a mail server
Use this option to search for mail users.
•
Discover Windows users
Use this option to select users from Windows
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Interaction Administrator Printable Help
•
Import users from a CSV user list
Use this option to import users from a comma-separated value user list.
Feedback
Discover users from a mail server
Use this page to select how users will be imported for the mail provider's directory. The Add User Assistant searches
all enabled mail providers with directory lookup enabled. The options are:
•
Search for all users
Add User Assistant will import each user in the address list you pick. The members of the address list and
their attributes (email address, address, etc.) serve as the source of information to be replicated into CIC user
entries in IC Directory Services. Click Next to search for all users.
If no address lists are defined but you wish to use one, exit the Add User Assistant, define an address list on
the email server, and start the Add User Assistant again.
You can make changes to these users in the User Worksheet after the Add User Assistant completes.
Note: If the Address List is very large (e.g., several thousand accounts), you will notice a significant delay
(and potential failure) during installation.
•
Search only for users in a distribution list
To further reduce a subset of users, use this option to select a distribution list within the address list. Click
Find to get distribution lists.
A distribution list is typically much smaller than the address list; set up for the convenience of users when
messages are frequently sent to the same group of individuals, for example, a department.
If no distribution lists are defined but you wish to use a subset list, quit the Add User Assistant, define a
distribution list on the email server, and restart the Add User Assistant again.
You can make changes to these users in the User Worksheet after the Add User Assistant completes.
Feedback
Discover users from Windows
Use this page to query for existing Windows users in your current domain. If not in a domain, these will be the users
local to the machine. Click Find to begin the search.
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Interaction Administrator
The results are displayed showing Windows Users, Display Name and Comments. You may select one user or use
the CTRL key to select multiple users to import. Click Select All to select all users for import. Click Back if this is not
the correct list of users.
Search Results from Windows
Use this page to review the results of your Windows user search.
The results are displayed showing Windows Users, Display Name and Comments. You may select one user or use
the CTRL key to select multiple users to import. Click Select All to select all users for import. Click Back if this is not
the correct list of users.
Configure Selected Users for Microsoft Lync Integration
Select this option to set up users with Microsoft Lync integration in the windows user import.
Feedback
Import users from a CSV list
Click Browse... to select the CSV User List that contains your CIC users and their attributes. If you receive the User CSV
Import Errors dialog box, you should correct the errors shown in the CSV list and run the import again. You may
continue without resolving any errors by selecting the I want to continue on with these warning-only errors. Click
Next to continue.
In most cases you should have your CSV User List completed before you run the Add User Assistant.
Note: The CSV file must be in UTF-8 format. For more information, see CSV files with non-English column headings
Example
Click Example to view a sample CSV file.
A Microsoft Excel document (CSV User List.xls) and a sample CSV file (CSV User List.csv) are available on the CIC
products disc in Additional Files...CSV Lists.
The User CSV file is formatted in two sections; a header section, and a data section. The header is the first row in the
file and contains the names of all columns to import. Open a copy of CSV User List.xls in Excel, and enter the
information in the appropriate columns for the users you wish to create. The following columns are supported:
User Name (Required): Type a unique user name. That name must be registered as a valid network account and email user account before the user can receive calls on the CIC system.
First Name: Type the user's first name.
Last Name: Type the user's last name.
Display Name: Type the name to display on voicemails and faxes from this user. This information is also used for the
Voice-Mail Only messaging account (if Interaction Message Store (Voice Mail Only) was chosen for this IC server.)
Extension: Type the user’s extension.
DID: Type the user’s Direct Inward Dialing number. This is the number a caller would dial to call this user directly to
bypass the autoattendant. Some users may not have a DID.
Password: If you type a user password here, it will be used. If you do not type a user password here, the assistant will
automatically generate one that meets the default password policy requirements. You will have an opportunity at the
end of the import to view those passwords, and to copy them to a document for distribution. Caution: Keep these
passwords confidential by keeping track of the password report presented at the completion.
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Network ID: Type the unique identifier for the user's computer workstation. Also include the name of the domain. For
example: AcmeDomain\RogerDPC.
Mailbox: Type the e-mail address known by the mail provider, with an “SMTP:” prefix, for example:
SMTP:ictwin@twin.local
If the mail provider is Interaction Message Store (Voicemail only), no mailbox is needed. Instead, type “FBMC” in this
column. The assistant will automatically assign a Voice Mail address.
Roles: Type the role that users should be assigned. It must be one of the following roles:
•
Administrator
•
Agent
•
Billable-Time User
•
Business User
•
Mobile Office
•
Operator
•
Supervisor
These roles each have certain associated dialing privileges, such as Long Distance calling and Emergency dialing. See
“Default Roles” for more information. IC Setup Assistant automatically assigns the Operator Role to the default
Company Operator.
Note: You can add additional roles. IC Setup Assistant will create the role in Directory Services, but no permissions
will be assigned to that role. After installation, you can assign the permissions in the Interaction Administrator Roles
container.
Workgroups: Type the names of the workgroups the user should belong to. After installation, you can further define
the workgroups in the Interaction Administrator Workgroups container. IC Setup Assistant creates a default Company
Operator workgroup. All users are automatically assigned to the Company Operator workgroup. You can modify this
for each user later in Interaction Administrator.
Station Name: Type the user’s station name. This should be a computer of the user running a CIC client. The assistant
uses this information to assign the correct CIC station account (whose name must be identical.)
Microsoft Lync: Set to Yes to set up users for Microsoft Lync integration.
Example CSV:
Client1,Billy,Smith,Billy
Smith,1002,7151002,1234,twinadmin,SMTP:ictwin@twin.local,Agent,MegaSales|MegaMarketing,Guest01,No
When your additions are complete, save the document as a .CSV file type and download it to a secure location on the
IC server. You can open the new .CSV file in any text editor.
For more information, including user attribute descriptions and instructions for importing the CSV User list in Add
Users Assistant, see Importing CSV Lists in IC in the CIC Documentation Library.
Search Results from a CSV List
Use this page to review the results of your user import. The results are displayed showing User ID, Display Name,
Extension, Password and Network ID.
Click Next to import all users in the list.
Feedback
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Interaction Administrator
Mail Search Results
Use this page to review the results of your mail search. The results are displayed showing User Name, Display Name,
First Name and Last Name. Depending on whether you discovered users from an address or distribution list, the
Directory searched, and the Distribution list are displayed, along with the Number found of users.
Configure Users for Microsoft Lync Integration
Select this check box to allow for setting up the imported users with Microsoft Lync integration. By default, this option
is not selected (enabled).
If this is the correct list of users click Next, otherwise click Back to select a new list.
Feedback
Set extensions for CIC user accounts
Use this page to tell the Add User Assistant how station extensions should be assigned.
I want to skip the automatic assignment of user extensions.
If you select this option, any imported extensions are used.
Automatically assign each user's extension, starting with the specified value
Select this option if you want IC Setup Assistant to automatically generate an extension for each user. You will be able
to view the user information once your changes are committed. Enter the Starting Extension. The extensions are
incremented by 1.
You might choose this option if you are importing users from an email server, or if you have not entered user
extensions in the CSV User List.
Note: If the Enable Regional Dialing option is selected in Regionalization - Location, and a newly created user
extension creates an extension conflict, a message is displayed listing duplicate extensions. For later reference when
resolving conflicts, click Copy to Clipboard to copy the listing, and then paste the content to a program that
supports CSV (like Microsoft Excel).
Feedback
Set Passwords for CIC User Accounts
Use this page to tell the Add User Assistant how to create user passwords. Users will use this password to start the CIC
clients and also to access the voice mail messaging menu over the telephone. CIC users can change their passwords
over the telephone by accessing their personal options through the voice mail retrieval menu.
For more information about passwords, see the Security Precautions Technical Reference in the CIC Documentation
Library on the IC server.
I want to skip the automatic assignment of user passwords
If you select this option, any imported passwords are used. Click Next.
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Assign a single password for each new user account
Select this option to use the same password for every account. You should recommend that users change their
password later by dialing into their voicemail retrieval. Enter the Password and click Next. The password you enter
here must meet the default password policy requirements. If not, the Add Users Assistant displays an error message.
Notes: It is not advisable to use a simple value such as "1234" for the password for security reasons. It is
recommended to use the Set Password feature in Interaction Administrator after completing the current tasks.
If you have master administrator rights, you can use the a command line executable to report on password usage
within a CIC organization. Run the PWCheckU executable from a command prompt in the IC server path using a user
log in switch, for example, "C:\ pwchecku -login adminuser 07158609." For more information about this utility, see
the Product Information site.
Feedback
Preview Search Results
Use this page to preview search results of any users found from a mail server search or a Windows users search. If you
chose to set extensions or set passwords you can view this information as well. Click Next to continue.
Feedback
Preview Import Results
Use this page to preview import results of any users imported from a CSV list. If you chose to set extensions or set
passwords you can view this information as well. Click Next to continue.
Feedback
Completing the Add User Assistant
You have successfully completed the Add User Assistant. Click Finish to review the information in the User
Worksheet before applying the changes. Click Back to return to the previous screen.
Feedback
User Worksheet
Use this page to add users, modify user attributes or delete users. Make changes directly in the worksheet, or select
the user attribute then use the shortcut icons below. When you are finished save your changes by selecting Save and
Close from the File menu, Ctrl+S, or click .
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The User Worksheet automatically opens after you complete the Add Users Assistant. Alternatively, you can skip the
Add Users Assistant and use the User Worksheet to quickly add new users. In the User Worksheet, you can add users
and specify only the attributes that are most frequently used.
Starts the Add User Assistant if you want to run it again.
Opens the Mailbox Selection dialog box for the selected user.
Opens the Set Extensions dialog box to assign extensions (if you skipped this process before), or reassign
extensions if you want to make changes. You can set extensions for one, all, or only selected users.
Opens the Set Passwords dialog box to assign passwords (if you skipped this process before), or reassign
passwords if you want to make changes. You can set passwords for one, all, or only selected users.
Use the Tools menu to select Manage Roles or Manage Workgroups.
The following user attributes can be modified:
User Name
Click on this field to add or modify the user name. This is the name that appears before the @ in an email address. Do
not use these characters: \ / : * < > |
First Name
Click on this field to add or modify the user's first name.
Last Name
Click on this field to add or modify the user's last name.
Display Name
Click on this field to add or modify the user's display name. This is the name that displayed to users in the CIC clients.
Extension
Click on this field to add or modify the user's extension.
Note: If the Enable Regional Dialing option is selected in Regionalization - Location, and a newly created user
extension creates an extension conflict, an error message is displayed. The conflict must be resolved before saving
the worksheet information.
DID
Click on this field to add or modify the user's DID number.
Password
Click on this field to add or modify the user's password.
Network ID
Click on this field to add or modify the user's network ID.
Mailbox
Use the button to open the Mailbox Selection dialog box. Review mailbox attributes or make changes to the
mailbox attributes for this user.
Roles
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Use the
button to open the Roles selection box. To add roles to this user, select the role and click
appears in the Selected list. To remove a role from this user select the role and click
Available list. Multiple roles can be assigned to a user.
. The role
. The role appears in the
Workgroups
Use the
button to open the Workgroups selection box. To add workgroups to this user, select the workgroup and
click
. The workgroup appears in the Selected list. To remove a workgroup from this user select the workgroup
and click
. The workgroup appears in the Available list. Multiple workgroups can be assigned to a user.
Warning: The system creates a workgroup called "_SystemRoutingHub_" for the routing of calls. This workgroup
exists for internal reasons only.
User Workstation
Use the
button to open the list of defined user workstations. Add or modify the workstation assigned to this user.
Station Name
Use the
button to open the list of defined stations. Add or modify the station assigned to this user.
Location
Use the
button to open the list of defined locations. Add or modify the location assigned to this user.
Add Location Assistant
Feedback
Add Location Assistant
The Location Assistant steps you through the location configuration tasks in a linear fashion, so there is no need to
manually open each related container or sub-container to complete the new location configuration.
Related topics
•
Overview
•
Assign Stations
•
Add Gateway
•
Call Routing
•
Select Media Server
Feedback
Location Assistant Overview
This page lists each location configuration task and provides a summary of each task. The check box next to each task
indicates if the task needs to be completed ( gray checkmark), has been completed ( green checkmark), is optional
(no checkmark), or cannot be completed without other prerequisite configuration ( red "X"). You can also choose a
task listed on the left to further configure or examine this location's behavior.
Click Next to go to Assign Stations.
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Related Topics:
Assign Stations
Add Gateway
Call Routing
Select Media Server
Regionalization
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Assign Stations
Use this page to assign stations to this location. What the Assign Stations page displays depends on whether or not
the perquisite station line group see SIP Station Transport) configuration exists.
Station Support Exists
If station support exists, a summary of what stations are assigned to this location is displayed. Click Add or remove
stations… to modify the station members that are in the station line group assigned to this location.
No Station Support Exists
If no station support exists, you are prompted to create a station line group in the first task, Add Station Support.
After adding station support, you can return to this task by selecting Assign Stations on the left, or clicking
Back. Once station support exists, you can click Add or remove stations… to modify the station members that are
in the station line group assigned to this location.
Click Next to go to Add Gateway.
Related Topics:
Location Assistant Overview
Add Gateway
Call Routing
Select Media Server
Regionalization
Feedback
Add Gateway
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Interaction Administrator Printable Help
This page allows you to use line objects to create a SIP gateway associated with this location. Click Add or remove
gateway lines… to open the Assign Endpoints dialog box. From this dialog box, you can click Add Lines to add
lines as endpoints or to change the line endpoint memberships for this location. You can also click Create a new
line... to create a new SIP line.
Once you add lines to the location, click Next to go to Call Routing and make sure that the dial plan is configured
properly.
Related topics
Location assistant overview
Assign stations
Call routing
Select media server
Regionalization
Feedback
Call Routing
This page displays a table of this location's gateway usage within the dial plan. The table displays each line, its dial
group, and indicates whether it's used in the dial plan. This task helps the user set up dial plan entries to help route
calls for the gateways associated with a location. If no gateways have been added, you're prompted to return to the
Add Gateway task.
Click Update the dial plan for these gateways… to open the first page of the Dial Plan Call Routing Wizard, Select a
Gateway Line and it's Dial Group. The wizard allows you to configure dial groups and specific dial plan entries.
Click Review the current dial plan… to open the Regional Dial Plan page in the Phone Numbers sub-container listed
under the System Configuration container. The Regional Dial Plan page displays the associated attributes of the dial
plan.
After updating the dial plan for the gateways, or reviewing the current dial plan, click Next to go to Select Media
Server.
Related Topics:
Location Assistant Overview
Assign Stations
Add Gateway
Select Media Server
Regionalization
Feedback
Select Media Server
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Use this page to associate a media server with this location.
Add or remove media servers...
Click this link to add or remove a media server associated with this location. Select Add or Remove from the Assign
Endpoints page.
Click OK to save the media server changes. Click Close to save all the changes made to this location and to close the
Location Assistant.
Related Topics:
Location Assistant Overview
Assign Stations
Add Gateway
Call Routing
Select Media Server
Regionalization
Managed IP Phone Assistant
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Managed IP Phone Assistant
The Managed IP Phone Assistant allows you to create new managed IP phones and the associated SIP stations by
importing.
The advantage of managed IP phones and SIP stations is ease of configuration. All configuration is done in Interaction
Administrator. The IC ProvisionServer subsystem take cares of “serving” the phone its configuration and
manufacturer-specific firmware through a registration group. Using Interaction Administrator to manage IP phones
also eliminates the need going forward to maintain SIP phone configuration (.cfg) files.
Importing CSV Lists
Use the .CSV import option if you want to create multiple new managed IP phones and the associated SIP stations.
For example, you have purchased 50 Interaction SIP Station or Polycom phones, and you want to create new
managed IP phones and the associated SIP stations for all 50 of the phones at the same time, each having different
names and extensions.
Prerequisites for import:
•
Create one or more managed IP phone templates based on managed IP phone type, manufacturer, model,
location, language, audio protocol, station appearance, etc.
•
Create one or more CSV Managed IP Phone Lists.
Migrating: You can use the migrate option if you already have SIP stations in Interaction Administrator and you want
to migrate these station appearances into managed IP phones. For example, you are updating CIC and you have 100
existing Polycom SIP stations already configured in Interaction Administrator. You want to migrate all 100 stations to
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Interaction Administrator Printable Help
managed IP phones at the same time.
You must know the location and format of the SIP configuration (.cfg) files when importing. Also, see the SIP Phone
Information Update server parameter for help during the migration process.
Notes: The Managed IP Phone Assistant after business hours because the procedure requires significant server
resources.
After running the Managed IP Phone Assistant, the managed IP phones must be provisioned. For more information,
see IC Managed IP Phones Administrator’s Guide and Importing CSV Lists in IC in the CIC Documentation Library.
Add Managed IP Phones
Feedback
Add Managed IP Phones
To create new managed IP phones, import new SIP stations from a CSV file or migrate existing SIP stations based on
the manufacturer.
To add managed IP phones
1.
Do one of the following:
•
•
2.
o
Select the .csv file
o
Review .csv file import results
o
Correct errors if detected and reload the .csv file
o
Commit changes
Select the Create Managed IP Phones By Migrating Existing Stations to Phones on a Per
Manufacture Basis option. Then do the following:
Click Next.
Related topics
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Select the Create Managed IP Phones From a CSV File option. Then do the following:
o
Select the manufacturer
o
Specify the format strings for the phone names
o
Enter the directory location that contains the IP phone configuration (*.cfg) files
o
Select items to migrate
o
Build migration items
o
Review current state of migration items
o
Correct errors or make changes to name, model, or type
o
Back up directory services
o
Convert migration items into phones
o
Display migration results
Interaction Administrator
Create managed IP phones From a CSV File
Create managed IP phones by migrating existing stations to phones on a per manufacture basis
Create Managed IP Phones From a CSV File
Feedback
Create Managed IP Phones From a CSV File
Create managed IP phones based on:
•
Template containing name, template, proxy group, extension, identification address, label, and address
information for the appropriate IP phones in your CIC system, and/or...
•
Type, Manufacturer, and Model containing name, type, model, manufacturer, proxy group, extension,
identification address, label, and address information for the appropriate IP phones in your CIC system.
Note: The CSV file must be in UTF-8 format. For more information, see CSV files with non-English column headings
1.
Click Browse to select the CSV file that contains the managed IP phones that you want to create and their
additional information.
To see sample data, click Example. Two sample Managed IP Phones CSV lists corresponding to the two types of
CSV lists are available to download from the Product Information site:
•
CSV Managed IP Phone List-Template.csv and CSV Managed IP Phone List-Template.xlsx
•
CSV Managed IP Phone List-TMM.csv and CSV Managed IP Phone List-TMM.xlsx
The managed IP phones CSV files are formatted in two sections; a header section, and a data section. The header
is the first row in the file and contains the names of all columns to import. The two sample lists are described
below.
CSV Managed IP phone-Template list supports the following columns:
Name (Required): This is the IP phone name.
Template (Required): Type the managed IP phone template for this IP phone. The template name must be
identical to one of the templates you have created.
Proxy Group: Type the Registration (Proxy) Group to be used with the managed IP phone template for this IP
phone. If this value is left blank, Managed IP Phone Assistant will fill in the Registration Group defined in the
template.
Extension: Type the primary appearance extension number for this IP phone.
Identification Address: If you know the IP address for this IP phone ahead of time, type the SIP connection
address in the form of sip:xxx@[IPaddress]:[portnumber], e.g., sip:320@172.17.238.68:5060.
If you do not know the IP address, leave this value blank. It will be filled in when the phone registers with the IC
server following provisioning.
Label: (Polycom only) Type the label that will be used for the primary appearance of this IP phone and the
associated SIP station. Typical values for “label” are the station extension or the user’s extension (in the case
where one user will almost always be using the station).
When this value is left blank, Managed IP Phone Assistant will fill in the Name attribute (IP phone name).
Address: If you know the address for this IP phone ahead of time, type:
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Interaction Administrator Printable Help
•
For Polycom phones: The MAC address of the IP phone.
•
For SIP Soft Phones: The full computer name for the IP phone. To make sure you get the full computer
name, navigate to My Computer….Properties….Computer Name and note the Full Computer Name. For
example: PattyJ.acme.com.
•
For Interaction SIP Station phones: The MAC address of the IP phone. Interaction SIP Station MAC
addresses always start with 00.26.fd.
If you do not know the address ahead of time, you will need to manually provision the Polycom phone or SIP Soft
Phone using the provisioning IVR. (Interaction SIP Station phones cannot be manually provisioned.)
CSV Managed IP Phone - TMM list supports the following columns:
Name (Required): Type the name of the IP phone.
Type (Required): Type the type of IP phone – Workstation or Stand-alone Phone. For Interaction SIP Station
phones: Type Workstation. (Stand-alone Phone is not supported).
Manufacturer (Required): Type the IP phone manufacturer. Currently, the supported manufacturers are Polycom
and ININ (Interactive Intelligence).
Model (Required): Type the phone model based on the manufacturer. If the manufacturer is Polycom: Type the
Polycom phone model. If the manufacturer is ININ: If the manufacturer is ININ, type Soft Phone or Interaction SIP
Station.
Proxy Group: Type the Registration (Proxy) Group to be used with the managed IP phone template for this IP
phone. If this value is left blank, Managed IP Phone Assistant will fill in the Registration Group defined in the
template.
Extension: Type the primary appearance extension number for this IP phone.
Identification Address: If you know the IP address for this IP phone ahead of time, type the SIP connection
address in the form of sip:xxx@[IPaddress]:[portnumber], e.g., sip:320@172.17.238.68:5060. If you do not know
the IP address, leave this value blank. It will be filled in when the phone registers with the IC server following
provisioning.
Label (Polycom only): Type the label that will be used for the primary appearance of this IP phone and the
associated SIP station. Typical values for “label” are the station extension or the user’s extension (in the case
where one user will almost always be using the station). When this value is left blank, Managed IP Phone
Assistant will fill in the Name attribute (IP phone name).
Address: If you know the address for this IP phone ahead of time, type:
•
For Polycom phones: The MAC address of the IP phone.
•
For SIP Soft Phones: The full computer name for the IP phone. To make sure you get the full computer
name, navigate to My Computer….Properties….Computer Name and note the Full Computer Name. For
example: PattyJ.acme.com.
•
For Interaction SIP Station phones: The MAC address of the IP phone. Interaction SIP Station MAC
addresses always start with 00.26.fd.
If you do not know the address ahead of time, you will need to manually provision the Polycom phone or SIP Soft
Phone using the provisioning IVR. (Interaction SIP Station phones cannot be manually provisioned.)
2.
Click Yes to continue to Saving Managed IP Phones. If the assistant encounters errors while parsing the CSV file
a message is displayed. Click Errors to view the status of the errors and a description:
•
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Warning error - Managed IP Phone Assistant cannot verify one or more values. You can continue with the
import, but some of those values will not be imported.
Interaction Administrator
•
Severe error - Managed IP Phone Assistant detects no columns or the file could not be opened. You cannot
continue with the import.
Feedback
Saving Managed IP Phones
If you are ready to save the import results, click on Commit Changes. Click Back to make changes.
It may take several hours to import all the IP phones, depending on the number of IP phones and station appearances
being created for each phone. On average, expect the import to take 1 to 2 seconds per IP phone with a single station
appearance.
If you imported a CSV list based on type, manufacturer, and model (CSV Managed IP Phone TMM List), clicking
Commit Changes takes you to the following pages:
•
Access Control
•
Station Appearance Licenses
•
License Allocation Results
If you imported a CSV list based on template (CSV Managed IP Phone Template List), clicking Commit Changes
takes you to the License Allocation Results page.
Feedback
Access control
This page may appear when you run the Add Stations Assistant or the Managed IP Phones Assistant.
Note for the Add Stations Assistant: If you created a dial plan in IC Setup Assistant, select the dial plan
classifications for the new stations. If you did not create a dial plan in IC Setup Assistant, no Available classifications
appear. After you create the dial plan in Interaction Administrator after installation, run the Add Stations Assistant in
Interaction Administrator and specify the outbound dialing privileges for your stations.
Use the Access control page to select the dial plan classifications for new stations. These classifications determine the
outbound dialing privileges for the new stations.
Select one or more classification names from the list of Available classifications and add them to the Currently
Selected list to give the selected dialing privileges to this station.
If someone attempts to place a call from a station and the dialed phone number is not supported in one of the phone
number classifications for the station, CIC plays a prompt that says that the station does not have sufficient dialing
privileges to place the call.
Feedback
Stations Appearance Licenses
Use this page to assign licenses to the station appearance.
Basic Station License
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Interaction Administrator Printable Help
This license represents an audio path between CIC and a station. This license is not required, but without it the audio
for station will not play. A non-audio station may be used or for non-audio interactions.
Remote Stations must be assigned a Basic Station license. If a user logs into a remote station it will also need to
acquire a Client Access license, which delivers the previously defined price list functionality of a “Business User”. If a
TUI login is performed against dynamic remote stations, no Client Access license is acquired.
Client Access License
Assigning this license to the station allows the client functionality of the CIC clients. Without this license assignment,
the CIC clients will not run on this station.
ACD Access License
Select this check box if this workstation is an ACD station, then select the type of ACD license. These are the available
types of ACD licenses:
•
Media 1 - This license allows 1 interaction type at a given time.
•
Media 2 - This license allows 2 interaction types at a given time.
•
Media 3 Plus - This license allows 3 or more interaction types at a given time.
Note: Failure to have a ACD Access License assigned to the station will prevent that station from being ACD active.
Interaction Process Automation License
Select the Interaction Process Automation check box if this user is an Interaction Process Automation user, and then
select the type of license to assign to that user.
These are the available types of Interaction Process Automation licenses:
•
Direct Routed Work Items (I3_ACCESS_IPA_USER) license: Enables you to launch any process to which you
have rights. It also enables you to receive Work Items that are directly routed to you.
•
Group Routed Work Items (I3_ACCESS_IPA_USER_ACD) license: Enables you to receive Work Items that are
either routed to you directly or as a member of a workgroup (similar to an ACD queue).
•
Process Monitor (I3_ACCESS_IPA_MONITOR) license: Enables you to view process status and details in the
Process Monitor or to use Process Reporting in IC Business Manager Applications.
•
Process Designer (I3_ACCESS_IPA_DESIGNER) license: Enables you to use the Process Designer to create and
modify Interaction Process Automation processes.
Note: Each license in this list enables you to use the Interaction Process Automation features included in all the
previous licenses in the list. That is, the Group Routed Work Items license includes the Direct Routed Work Items
license. The Process Monitor license includes both of the Routed Work Items licenses. The Process Designer license
includes all the other licenses.
For more information about designing processes, refer to the Interaction Process Automation Technical Reference
and the Process Designer online help.
License List
This list displays additional licenses that are available. Select the licenses you wish to assign to this station.
Note: For specific license information on each type of license, see IC Licensing Overview Technical Reference in the
CIC Documentation Library.
Click Next.
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Interaction Administrator
Feedback
License Allocation Results
Use this page to view license allocation results. License errors can occur if the total license count is exceeded. If this
occurs, or if different licenses need to be specified, use the license allocation page to make changes.
Click on Review to display any licensing errors.
Feedback
Complete the Managed IP Phone Assistant
The Managed IP Phone Assistant process is now complete. Click Finish to exit the assistant.
In the Managed IP Phone container, notice the new managed IP phones listed in the right-hand pane:
•
The new managed IP phones will have a Status of "Not registered". Their status will become “Up-to-date” on
the phones’ next SIP registration.
•
If you did not supply the Address attribute for one or more managed IP phones in your CSV Managed IP
Phone list, they will have a status of “Not provisioned”. Their status will become “Up-to-date” once you
provision them using the Polycom phone or SIP Soft Phone provisioning IVR.
In the Stations container, notice the SIP station appearances associated with the new IP phones:
The SIP stations associated with managed IP phones are of the type Managed Workstation or Managed
Stand-alone Phone.
Tip: To make sure the list of managed IP phones is up-to-date at any time, click F5 to refresh the screen.
Information on migration
Created Managed IP Phones by Migrating
Feedback
Select Manufacturer
If you select Create Managed IP Phones By Migrating Existing Stations to Phones on a Per Manufacture Basis,
you will need to choose the manufacturer of the stations you wish to migrate.
Select Polycom and click Next to go to the Select Default Model page.
Feedback
Select Default Model
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Interaction Administrator Printable Help
Use this page to select the default phone model that should be used if the model cannot be derived from the stations
on the phones being migrated.
For example, SIP stations associated with a Polycom configuration file may not have a manufacturer or model set in
Interaction Administrator. By selecting a default model, the Managed IP Phone Assistant knows what settings to use
for the migration.
The Polycom models available are:
•
IP300
•
IP301
•
IP320
•
IP330
•
IP4000
•
IP430
•
IP450
•
IP500
•
IP501
•
IP550
•
IP560
•
IP600
•
IP6000
•
IP601
•
IP650
•
IP670
•
IP7000
Select the default model on the pull-down menu, and click Next to go to the New Phone Naming page.
Feedback
New Phone Naming
Use this page to specify a format string that specifies the name for the assistant to use for the migration item. The
assistant also creates an associated SIP station with the same name. There are two different substitution strings that
can also be used with a name format to create phone names.
Phone Name Format
This is the name of the first private station display name that is added to the migration item. Use a format string to
define the phone’s name when created. Use one or more substitution strings with a format string, so that every phone
created will have meaningful and unique name.
There are two different substitution strings:
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Interaction Administrator
•
$FirstPrivateStation$ - This is the name of the first private station display name as defined in the
reg.x.displayName attribute found in the SIP phone's .cfg file.) that is added to the migration item. (For more
information on .cfg file attributes, click here.)
•
$MAC$ - This is the MAC address of the phone being migrated.
By default, the assistant uses the $FirstPrivateStation$ substitution string. A substitution string can be used separately,
in combination with the other substitution string, in combination with a format string, or a format string can be used
alone. For example:
•
$FirstPrivateStation$
•
$MAC$
•
$FirstPrivateStation$-$MAC$-SecondFloor
•
SecondFloorPhone – Using just text, the assistant appends the text with _1, _2, and so on after naming the
first IP phone and associated SIP station.
If a single format string of ManagedPhone is used without a substitution string, then all new phone names created
would be named "ManagedPhone_1", "ManagedPhone_2", etc. If the substitution string $MAC$ is used together with
the format string of ManagedPhone, such as ManagedPhone - $MAC$, then the MAC address for each phone would
be substituted in the new name, i.e., "ManagedPhone - 0004f2008100".
Note: The substitution strings are case-sensitive manner. For example, if Phone - $mac$ is specified, $mac$ will not
resolve to the MAC address. The string must be entered as Phone -$MAC$ for proper MAC address resolution.
Sample Phone Name
The sample phone name field shows how the phone name format field will resolve.
Click Show Available Substitution Strings to view the substitution strings.
Click Next to go to the Phone Configuration File Directory page.
Feedback
Phone Configuration File Directory
Enter the directory or click Browse to select the directory where the existing IP phone configuration (.cfg) files are
located. The Managed IP Phone Assistant searches this directory for .cfg files and displays a list of files found in the
next page, Select the Items to Migrate. The assistant uses the settings in the selected .cfg files to create managed IP
phone objects.
Note: For the assistant to recognize a phone configuration file, the file must:
• Be in the XXXXXXXXXXXX.cfg format, where XXXXXXXXXXXX is a 12 character alpha-numeric MAC address
• Contain an APPLICATION XML element at the root that has a CONFIG_FILES XML attribute that specifies the other
phone configuration files
Each .cfg file that meets this criteria will be displayed as a selectable item to migrate. The assistant must have read
access to the phone configuration directory specified. See Frequently Asked Questions for more information on .cfg
files and the Managed IP Phone Assistant.
About the Managed IP Phone Assistant's Migration of Polycom Configuration Files
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Interaction Administrator Printable Help
The assistant reviews the data in the .cfg files, and bases the migration items that it will build on the settings that are
known in Interaction Administrator. The assistant displays migration item details, including any errors, in migration
information. For the best and most error-free migration process, it is recommended to use the IP Phone Configurator
utility to generate the SIP stations and SIP phone configuration files. (See IP Phone Configurator in the Technical
Reference Documents section in the CIC Documentation Library on the IC server.)
Not all settings, such as custom settings in Polycom configuration files (and where the configuration files have been
set up manually instead of using the IP Phone Configurator), may be recognized by the assistant. Settings that are not
recognized may not be written to the new managed IP phone's configuration file when provisioning.
Note: If there is a needed setting that is not recognized by the assistant, it is possible to use "custom override
attributes." For more information, see the IC Managed IP Phones Administrator’s Guide in the CIC Documentation
Library.
Feedback
Select the Items to Migrate
Use this page to select the items to migrate by moving the items from the Available list to the Selected list. The
items displayed in the Available list are the Polycom configuration files that the assistant found in the directory
specified in the previous page, Phone Configuration File Directory.
Select the items to migrate, and click Next to go to the Build Migration Items page. At least one item must be
selected to continue.
Feedback
Build Migration Items
This page shows that the migration process is going to begin building migration items, and it lists the number of
migration items that will be included in the process.
Click Next to begin the process of building migration items, and to go to the next page, Current State of Migration
Items.
Feedback
Current State of Migration Items
Use this page to view summary information of the migration items that have built. The page displays items with
errors, items with warnings, and items with no errors or warnings.
•
Items with errors: The assistant can not create a managed IP phone from these items.
•
Items with warnings: These items are candidates for migration at the current state, and the assistant may be
able to create a managed IP phone from these items.
•
Items with no errors or warnings: These items are good candidates for migration at the current state, and the
assistant will most likely be able to create a managed IP phone from these items.
Note: Please review the migration item details. The assistant may have detected warnings while building the
migration items, but some warnings may not impact whether an item is a candidate for migration and creation of a
managed IP phone. For example:
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Interaction Administrator
A Polycom configuration file selected for migration has two registrations specified in it. The assistant matches the
first registration to a SIP station in Interaction Administrator, but does not match the second registration to a SIP
station or shared appearance. In this migration item's current state, the assistant can still create a managed IP phone
from it, because it does recognize the one station (first registration) which would be the private station, and
therefore there are not any true errors.
It is strongly recommended to review migration item details by clicking Show Item Details to display the migration
information. Item details show what happened during the building of the migration items, and shows why an item
may have a warning or an error.
After reviewing the item details, click OK to go to the next page, Backup Directory Services.
Note: After clicking OK, the assistant displays a prompt that it will not create managed IP phones from migration
items with errors. Clicking Continue will go to the next step in the migration process: Backup Directory Services.
Feedback
Backup Directory Services
It is strongly recommended to perform a Directory Services backup. This is the final step in the migration process
before the Managed IP Phone Assistant begins creating the managed IP phones based on the migration items.
Click Backup Directory Services to perform the backup. The Directory Services backup may take several minutes.
There is a timeout set at 40 minutes. If the timeout is reached, the assistant displays "The Interaction Center server
was unable to perform a backup of Directory Services." Either click Try Again to attempt another backup, or click
Continue without making a backup.
Note: It is strongly recommended to make a backup of directory services. In the event that a restoration of directory
services is necessary, click here for instructions.
When the backup is complete, the dialog will show the location of the backup file. Please note the location.
Click Next to begin the migration and go to the next page, Migration Results. The migration process begins, and the
assistant creates IP phones from the migration items. This process may take several minutes.
For detailed information in the migration process, click here.
Feedback
Migration Results
This page shows the number of IP phones that have been created in the migration process, and shows the number of
IP phones that have not been created.
Click Show Detailed Migration Results to view each step that was taken during the migration.
Feedback
Complete the Managed IP Phone Assistant
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The Managed IP Phone Assistant process is now complete. Click Finish to exit the assistant.
In the Managed IP Phone container, notice the new managed IP phones listed in the right-hand pane:
•
The new managed IP phones will have a Status of "Not registered". Their status will become “Up-to-date” on
the phones’ next SIP registration.
•
If you did not supply the Address attribute for one or more managed IP phones in your CSV Managed IP
Phone list, they will have a status of “Not provisioned”. Their status will become “Up-to-date” once you
provision them using the Polycom phone or SIP Soft Phone provisioning IVR.
In the Stations container, notice the SIP station appearances associated with the new IP phones:
The SIP stations associated with managed IP phones are of the type Managed Workstation or Managed
Stand-alone Phone.
Tip: To make sure the list of managed IP phones is up-to-date at any time, click F5 to refresh the screen.
Information on migration
IC Server
Feedback
Overview of IC server configuration
Each IC server requires a specific configuration to support the hardware and software resources that are associated
with it.
You configure your server in the server configuration container, which displays the name of your IC server.
Related topics
Configure your IC server
SIP lines concepts
Configure line groups
Configure stations
Configure managed IP phones
Configure registration groups
Configure SIP bridges
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Configure audio sources
Configure server parameters
Configure structured parameters
Server Configuration
Feedback
Overview of IC server configuration
Each IC server requires a specific configuration to support the hardware and software resources that are associated
with it.
You configure your server in the server configuration container, which displays the name of your IC server.
Related topics
Configure your IC server
SIP lines concepts
Configure line groups
Configure stations
Configure managed IP phones
Configure registration groups
Configure SIP bridges
Configure audio sources
Configure server parameters
Configure structured parameters
Feedback
Review the IP configuration of your IC server
To review the IP configuration of your IC server
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Interaction Administrator Printable Help
1.
In the <IC Server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears. The boxes on the IP Configuration tab are automatically
completed for you. For more information, see IP configuration options.
WARNING: Do not modify the boxes on this tab unless you know what changes need to be made, or you
have been instructed to modify the settings by an Interactive Intelligence Support representative.
If you get an event log message stating that some handlers did not run immediately because the thread pool
limit was reached, contact Interactive Intelligence Support. A Support representative will advise you if it is
necessary to increase the number of available threads.
Related topics
IP configuration options
Overview of IC server configuration
Configure your IC server
Feedback
Select the handlers for your IC server
To select the handlers for your IC server
1.
In the <IC Server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears.
2.
Click the Handlers tab. The handlers that are listed in the Active Handlers list run on your IC server.
3.
Do one of the following:
4.
•
To activate handlers, select them in the Inactive Handlers list and then click Add.
•
To deactivate handlers, select them in the Active Handlers list and then click Remove.
Click OK.
Note: When an Interaction Designer user modifies and re-publishes an active handler, Interaction Processor
automatically detects the new version of the handler. It uses the new handler for all new interactions that require it.
Any interaction that is uses the older version of the handler finishes its processing with the old version of the
handler.
Related topics
Overview of handlers
Configure your IC server
Feedback
Select the monitor handlers for your IC server
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Interaction Administrator
To select the monitor handlers for your IC server
1.
In the <IC Server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears.
2.
Click the Monitor Handlers tab. The monitor handlers that are listed in the Active Monitor Handlers list
run on your IC server.
3.
Do one of the following:
4.
•
To activate monitor handlers, select them in the Inactive Handlers list and then click Add.
•
To deactivate monitor handlers, select them in the Active Monitor Handlers list and then click
Remove.
Click OK.
Note: When an Interaction Designer user modifies and re-publishes an active monitor handler, Interaction Processor
automatically detects the new version of the monitor handler. It uses the new monitor handler for all new
interactions that require it. Any interaction that is uses the older version of the monitor handler finishes its
processing with the old version of the monitor handler.
Related topics
Overview of monitor handlers
Configure your IC server
Feedback
Select the accumulators for your IC server
To select the accumulators for your IC server
1.
In the <IC Server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears.
2.
Click the Accumulators tab. The accumulators that are listed in the Currently Selected Accumulators list
run on your IC server.
3.
Do one of the following:
4.
•
To activate accumulators, select them in the Available Accumulators list and then click Add.
•
To deactivate accumulators, select them in the Currently Selected Accumulators list and then click
Remove.
Click OK.
Related topics
Overview of accumulators
Configure your IC server
Feedback
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Interaction Administrator Printable Help
Configure CPU load detection for your IC server
To configure the CPU load detection for your IC server
1.
In the <IC Server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears.
2.
Click the CPU Load Detection tab.
3.
In the High Watermark field, select the number of milliseconds that indicates high load conditions. The
default value is 200.
4.
In the Low Watermark field, select the number of milliseconds that indicates normal (or low) load
conditions. The default value is 200.
5.
In the Sample Period(s), select the period of time over which the CIC system determines the average time of
a test ping. The default value is 5 seconds.
6.
Click OK.
Related topics
Overview of CPU load detection
Configure your IC server
Feedback
Configure audio compression for your IC sever
To configure audio compression for your IC server
1.
In the <IC server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears.
2.
Click the Audio Compression tab.
3.
In the Total Number of Compression Threads field, enter the number of compression threads for audio
compression. By default the system uses 3 compression threads.
4.
In the Local Compression Thread Priority field, select Below Normal, Normal, or Above Normal. This
value represents the thread priority of compression threads running on the IC server.
5.
Click OK.
Related topics
Overview of audio compression
Configure your IC server
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Interaction Administrator
Feedback
Configure recording beep tones for your IC server
To configure recording beep tones for your IC server
1.
In the <IC Server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears.
2.
Click the Recording Beep Tones tab.
3.
Do one of the following:
•
To add a recording beep tone, click Add.
The Add Recording Beep Tone dialog box appears.
•
To edit a recording beep tone, select the tone and then click Edit.
The Edit Recording Beep Tone dialog box appears.
•
To delete a recording beep tone, select the tone and then click Remove.
4.
Complete the options on the dialog box. For more information, see Recording beep tone options.
5.
Click OK.
Related topics
Recording beep tone options
Overview of recording beep tones
Configure your IC server
Telephony Parameters
Feedback
Overview of Telephony parameters
You can configure the resources that connect incoming telephone lines with your company’s computers, telephones,
fax machines, and so on.
Related topics
Configure general telephony parameters for your IC server
General telephony parameters
Configure SIP telephony parameters for your IC server
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Interaction Administrator Printable Help
SIP telephony parameters
Configure your IC server
Feedback
Configure general telephony parameters for your IC server
To configure general telephone parameters for your IC server
1.
In the <IC Server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears.
2.
Click the Telephony Parameters tab.
3.
In the list, select General.
The general telephony parameter options appear in the right side of the tab.
4.
Select the check boxes for the parameters that you want to enable. For information, see General telephony
parameters.
5.
As necessary, specify any additional values.
6.
Click OK.
Related topics
General telephony parameters
Overview of telephony parameters
Configure your IC server
Feedback
Configure SIP telephony parameters for your IC server
To configure SIP telephone parameters for your IC server
1.
In the <IC Server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears.
2.
Click the Telephony Parameters tab.
3.
In the list, select SIP.
The SIP telephony parameter options appear in the right side of the tab.
4.
Specify the values for the parameters that you want to enable. For more information, see SIP telephony
parameters.
5.
Click OK.
Related topics
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Interaction Administrator
SIP telephony parameters
Overview of telephony parameters
Configure your IC server
Feedback
Configure report log purging for your IC server
Note: Data in the Enhanced Interaction Administrator change log is purged based automatically on the setting of
this field. For more information, see About the Enhanced Interaction Administrator change log.
To configure report log purging
1.
In the <IC Server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears.
2.
Click the Report Log Purging tab.
3.
Use the Reference Time fields to select the hour, minute, and second when you want expired logs to be
purged.
4.
Use the Run Every fields to select the days, hours, and minutes between each purge.
5.
Click OK.
The Purge will occur at list displays the dates and times when the purge will occur.
Related topics
Overview of report log purging
Configure your IC server
About the Enhanced Interaction Administrator Change Notification Log
Feedback
Configure reports for your IC server
To configure reports for your IC server
1.
In the <IC Server> container, in the list view window, double-click Configuration.
The Server Configuration dialog box appears.
2.
Click the Report Configuration tab.
3.
To activate DNIS reporting data in the Queue Period Statistics data, select the Generate DNIS reporting
data check box. When this feature is activated, the report group for calls is DNIS-{Dnis} and all calls are put
into a statistics group called DNIS. You can generate the DNIS reports that are included with CIC.
4.
To activate reporting by media type, select the Generate media type reporting data... check box.
5.
The Display report version in reports check box is not currently used.
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Interaction Administrator Printable Help
6.
To change the interval during which CIC collects report data, in the Queue/IVR reporting interval (min)
field, use the up and down arrow keys to set the number of minutes to collect data in a reporting interval.
The default value is 30 minutes.
Note: The minimum allowable interval is 15 minutes. If you specify an smaller interval, then CIC
automatically uses 15 minutes.
7.
To change the report log interval period for the line and line group data, in the Line reporting interval
(min) field, use the up and down arrow keys to set the length in minutes of the report log interval. The
default value is 30 minutes.
8.
Click OK.
Related topics
Overview of report configuration
Configure your IC server
Feedback
History
This page provides a way to manually document configuration changes and when they occurred. Changes made in
Interaction Administrator are also automatically logged in the Interaction Administrator Change Notification Log (Log
ID 7). Later, authorized users can run reports against this log to summarize all configuration changes.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes to the History
page in the User Configuration dialog box and the Workgroup Configuration dialog box dialog box are tracked in
that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Last Modified
This date is automatically updated each time you click the OK button, presumably after you make changes to the
configuration. To avoid updating this date, exit the page by clicking the Cancel button.
Note: If you click Cancel, none of the changes made to this page will be preserved.
In addition, the history is updated when changes are made to the record elsewhere in Interaction Administrator. For
example, when a user change his or her password, the Last Modified date is updated.
Note: Changes to the licenses for a user or a station do not update the Last Modified date.
Date Created
This date is automatically set when the user creates the initial configuration for this page. If the page was initially
created during setup, the date could be blank.
Notes
Type notes about configuration settings and changes. If you change the configuration page and click OK, the Last
Modified date is updated.
You must manually enter the date beside each entry in the Notes field to identify the date of each note.
To create a new line in the Notes field, press Enter.
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Interaction Administrator
Line Configuration
Feedback
SIP line options
The following table describes the general options that you can use to configure a SIP line. For information on how to
access these options, see Configure a SIP line.
Changes to all of the options on this dialog box take effect immediately.
Option
Description
Default
Activates or deactivates the line in the CIC system.
You can not deactivate a line if any calls are on the line.
Active
If you change line configuration parameters or to
perform other line maintenance, you may have to
deactivate a line and then reactivate it in order for the
changes to take effect. For example, if you change the
SIP line transport protocol.
Active
Note: Interactive Intelligence counts only active lines
to determine whether you are in compliance with your
license agreement.
Designates the usage of the line.
Line Usage
The options are:
•
•
•
General Purpose
General
Purpose
Microsoft Lync
Station Connections
Specifies the domain name that is used to formulate
SIP-URLs for CIC users and phone numbers. This
domain name is automatically appended to all
REGISTER requests that are sent by the Interaction
Center.
Varies
depending
Domain Name This value is used in the "From" header in outbound SIP
on your
calls.
configuration
Note: You can set additional identity settings by click
Identity (In) and Identity (Out) in the options list.
Maximum
Number of
Calls
Designates the maximum limit number of calls that the
SIP line processes. When the number of calls is reached,
this line processes no more calls.
No limit
The options are Combined or Inbound/Outbound:
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Interaction Administrator Printable Help
•
Combined means that the maximum number
is the sum of both inbound calls and outbound
calls.
•
Inbound/Outbound means that the values
specified for each type of call count towards
the maximum number of calls.
The No Limit check box indicates whether there is a
maximum limit. If No Limit is not selected, then you
must set a maximum number of calls.
Indicates the fax protocol to use.
The options are:
Fax Protocol
•
•
•
T30 only
T38 only
T38 then T30: If you select this option, CIC
tries the T38 fax protocol first. If the recipient
endpoint does not support this protocol, then
CIC tries the T30 fax protocol.
T38 only
Indicates whether fax tones are detected when the
Allow Deferred Answer check box is selected.
To determine whether to play the fax detection prompt
or not, the system evaluates this check box:
Enable Fax
Detection
•
•
If this check box is selected, then the system
overrides the user's setting.
Selected
If this option is not selected, then the system
uses the user's setting.
If you select a Fax Protocol, then this check box is also
automatically selected. If the Fax Protocol check box is
set to None, then this check box is not available.
Designates the maximum limit number of faxes that the
SIP line processes. When the number of faxes is
reached, this line processes no more faxes.
The options are Combined or Inbound/Outbound:
Maximum
Number of
Faxes
•
•
Combined means that the maximum number
is the sum of both inbound faxes and
outbound faxes.
Inbound/Outbound means that the values
specified for each type of fax count towards
the maximum number of faxes .
The No Limit check box indicates whether there is a
maximum limit. If No Limit is not selected, then you
must set a maximum number of faxes.
122
No limit
Interaction Administrator
Designates whether CIC automatically disconnects a call
that is in voice mail after a certain number of seconds of
silence.
Auto
Disconnect
when Silence
Detected in
Voice Mail
This option is important if your CO (public exchange
switch) does not send a disconnect signal (a forward
disconnect notice) when a caller disconnects a call.
Selected;
The default
silence time
If this check box is selected, when a call is left in voice is 10,000
milliseconds
mail, CIC waits for the number of seconds of silence
that you specify in the Silence Time (ms) box, and then (10 seconds).
it automatically disconnects the call.
If the CO does not send a disconnect signal, and if this
check box is not selected, then the voice mail will
continue to record silence.
Indicates the call analysis type for this SIP line.
The options are:

Media Server: The Media server listens to the
RTP stream and performs call analysis. Use this
option with a third-party gateway.

Interaction Gateway (Gen2 only; not
recommended for new deployments): The
CIC server defers to the Interaction Gateway,
which listens to the TDM (ISDN) lines and
returns the results via SIP messages. Do not
use this option with Interaction Gateway.
Call Analysis
Type

Media Server
Media Server to Interaction Gateway:
Interaction Gateway and Media Server are
both used; the Media Server performs call
analysis. This is the preferred setting to use
with Interaction Gateway and Interaction
Gateway Gen2. Do not use this option with any
third-party gateway.
Indicates whether to delay answering an incoming call
until an agent is reached or an IVR system is entered.
This gives callers time to disconnect the call without
being charged by their telecommunications provider.
Allow Deferred
Answer
Note: Deferred answer is not used with ACD calls. If a
call is placed to the DID of an ACD workgroup,
interactions are immediately answered before alerting
occurs.
Not selected
Indicates whether to use early media (when the remote
Playback Early party sends SDP before the call is answered in a 183
response) instead of ringback on an inbound call.
Media to
Not selected
Inbound Calls
This option does not apply to ACD calls on this line.
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Interaction Administrator Printable Help
Note: This option works only if either of the following
conditions exist:
*The IC server receives an INVITE with SDP.
*The IC server receives an INVITE with no SDP but
with 100rel in the Supported: header.
Additionally, this option requires both of the following
conditions:
*IC must get an SDP from the remote.
*The IC server must have the INVITE and a
PRACK to get an SDP before answering. (PRACK
requires 100rel).
Enable SIP
This option indicates whether the system tells the SIP
Prack/Update
line to enable PRACK in the outbound and inbound
for Early Media
registration.
Support
Max Probation
Time (s)
Not selected
This is the maximum time in seconds for probation on a
failed line.
600 seconds
To improve query times, the query for line selection
ignores lines that are on probation.
Related topics
Configure a SIP line
SIP lines concepts
SIP line Identity (In) options
SIP line identity (Out) options
Transport protocol
Microsoft Lync
Media Server Fax
Fax configuration
SIP line proxy options
SIP line registrar options
Feedback
SIP line identity (out) options
124
Interaction Administrator
The following table describes the options that you can use to configure outbound identity options for a SIP line. For
information on how to access these options, see Configure a SIP line.
Changes to all of the options on this dialog box take effect immediately.
Option
Description
Default
Note: This option is applicable only to TLS lines.
Use 'sips:' scheme
Converts the SIP address in the "From" header to use SIPS instead of SIP.
SIPS is a secure transmission that uses the URI format. For example:
<sips:+13178723000@ICServer:5061>.
Not selected
If you do not select this option, CIC converts all SIPS to SIP.
Called Address:
Keep 'tel:' scheme
when using a proxy
Note: This option is available only if one or more proxy addresses are
configured. It is available for all three line protocols.
Determines whether CIC uses the telephone format (tel:NNNNNNNNNN)
for the remote address. If you do not select this option, CIC converts the
phone and phone number to the SIP format (SIP:NNNNNNN@ipaddress).
Not selected
Determines whether CIC dials an extension if one is passed. If this option is
selected, then CIC dials it after "/."
Called Address:
Send Extension
The options are:
•
•
•
None: CIC does not include the extension in the SIP message.
Post Connect
Use 'ext='
Post Connect: After the call connects, CIC sends the extension as
DTMF tones.
Sets the first calling address. After you set the value here, you can select it
for the Calling Address options below.
Calling Address:
Line Value 1
If you select Microsoft Lync in the Line Usage field on the SIP Line page,
then you cannot use an anonymous address for Line Value 1.
Not specified
For more information, see SIP Line Options and Configure a line value.
Sets the second calling address. After you set the value here, you can select
it for the Calling Address options below.
Calling Address:
Line Value 2
If you select Microsoft Lync in the Line Usage field on the SIP Line page,
then you cannot use an anonymous address for Line Value 2.
Not specified
For more information, see SIP Line Options and Configure a line value.
Sets how an outbound call on this line is indicated to the network.
Calling Address:
Diversion Method
The Use 'Diversion' Header setting causes the line to use a header with
diversion information, such as the origination address or the most recent
address.
Use 'Diversion'
Header
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Interaction Administrator Printable Help
Sets the value that appears as the local address in an outbound SIP
interaction that is not diverted or redirected.
Calling Address
(Normal Calls):
From Header
Address
The options are:



Use line value 1: displays the value in the Line Value 1 field.
Use passed
value if present
Use line value 2: displays the value in the Line Value 2 field.
Use passed value if present: displays the CIC user's outbound
ANI. For example, "Name if present"
<sip:+13178723000@ICServer.ININ.com>.
Sets the value that appears as the local name in an outbound SIP
interaction that is not diverted or redirected.
The options are:
Calling Address
(Normal Calls):
From Header Name



Use line value 1: displays the value in the Line Value 1 field.

None: displays only the address value.
Use line value 2: displays the value in the Line Value 2 field.
Use passed value if present: displays the name value that the
handlers pass. If the handlers do not pass a value, and if the CIC
user's outbound ANI is configured, then CIC uses the CIC user's
display name. For example, "CIC User's Display Name"
<sip:+13178723000@ICServer.ININ.com>.
Use passed
value if present
Sets the value that appears as the authenticated local address in the
outbound SIP interaction that is not diverted or redirected.
The options are:
Calling Address
(Normal Calls):
'P-Asserted-Identity'
Header Address



Use line value 1: displays the value in the Line Value 1 field.

None: displays neither the address nor the name.
Use line value 2: displays the value in the Line Value 2 field.
None
Use passed value if present: displays the address value that the
handlers pass. If the handlers do not pass a value, then CIC
displays the CIC user's outbound ANI. For example, "Name if
present" <sip:+13178723000@ICServer.ININ.com>.
Sets the value that appears as the authenticated local name in the
outbound SIP interaction that is not diverted or redirected.
The options are:
Calling Address
(Normal Calls):
'P-Asserted-Identity'
Header Name
126



Use line value 1: displays the value in the Line Value 1 field.
Use line value 2: displays the value in the Line Value 2 field.
Use passed value if present: displays the name value that the
handlers pass. If the handlers do not pass a value, and if the CIC
user's outbound ANI is configured, then CIC displays the CIC
user's display name. For example, "CIC User's Display Name"
<sip:+13178723000@ICServer.ININ.com>.
None
Interaction Administrator

None: displays neither the address nor the name.
Note: This option is not available if 'P-Asserted-Identity' Header
Address is set to None.
Sets the value that appears as the destination address in the diversion
header for the outbound SIP interaction.
The options are:
Calling Address
(Normal Calls):
Diverted Header
Address



Use line value 1: displays the value in the Line Value 1 field.

None: displays neither the address nor the name.
Use line value 2: displays the value in the Line Value 2 field.
None
Use passed value if present: displays the address value that the
handlers pass. If the handlers do not pass a value then CIC uses
the CIC user's outbound ANI. For example, "Name if Present"
<tel:+13178723000>.
Sets the value that appears as the destination name in the diversion header
for an outbound SIP interaction.
The options are:
Calling Address
(Normal Calls):
Diverted Header
Name



Use line value 1: displays the value in the Line Value 1 field.

None: displays neither the address nor the name.
Use line value 2: displays the value in the Line Value 2 field.
Use passed value if present: displays the name value that the
handlers pass. If the handlers do not pass a value, and if the CIC
user's outbound ANI is configured, then CIC displays the CIC
user's display name. For example, "CIC User's Display Name"
<tel:+13178723000>.
None
Note: This setting is not available if Diversion Header Address is set to
None.
Sets the value that appears as the local address in an outbound SIP
interaction that is redirected. This is typically a follow-me or forwarded
interaction.
The options are:
Calling Address
(Diverted Calls):
'From' Header
Address



Use line value 1: displays the value in the Line Value 1 field.

Use diverted value: displays the CIC user 2 outbound ANI. For
example, "User 2 Name if Present"
<sip:+13178723000@ICServer.ININ.com>.
Use line value 2: displays the value in the Line Value 2 field.
Use passed
Use passed value if present: displays the CIC calling user 1
value if present
outbound ANI. For example, "User 1 Name if Present"
<sip:+13178723000@ICServer.ININ.com>. For external to followme interactions and forwarded interactions, CIC displays the From
address of the external device.
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Interaction Administrator Printable Help
Sets the value that appears as the local name in an outbound SIP
interaction that is redirected. This is typically a follow-me or forwarded
interaction.
The options are:
Calling Address
(Diverted Calls):
'From' Header Name



Use line value 1: displays the value in the Line Value 1 field.

Use diverted value: displays the CIC user 2 display name if the
user's outbound ANI is configured. For example, "CIC User 2
display name" <sip:+13178723000@ICServer.ININ.com>.

None: displays the address only.
Use line value 2: displays the value in the Line Value 2 field.
Use passed value if present: displays the CIC calling user 1
Use passed
display name, if the user's outbound ANI is configured. For
value if present
example, "CIC User 1 display name"
<sip:+13178723000@ICServer.ININ.com>. For external to followme interactions and forwarded interactions, CIC displays the From
name of the external device.
Sets the value that appears as the authenticated local address in an
outbound SIP interaction that is redirected. This is typically a follow-me
interaction or a forwarded interaction.
The options are:
Calling Address
(Diverted Calls):
'P-Asserted-Identity'
Address



Use line value 1: displays the value in the Line Value 1 field.

Use diverted value: displays the CIC user 2 outbound ANI. For
example, "User 2 Name if present"
<sip:+13178723000@ICServer.ININ.com>.

None: displays neither the address nor the name.
Use line value 2: displays the value in the Line Value 2 field.
Use passed value if present: displays the CIC calling user 1
outbound ANI. For example, "User 1 Name if Present"
<sip:+13178723000@ICServer.ININ.com>. For external to followme interactions or forwarded interactions, CIC displays the
authenticated From address of the external device.
None
Sets the value that appears as the authenticated local name in an outbound
SIP interaction that is redirected. This is typically a follow-me interaction or
a forwarded interaction.
The options are:
Calling Address
(Diverted Calls):
'P-Asserted-Identity'
Name
128



Use line value 1: displays the value in the Line Value 1 field.
Use line value 2: displays the value in the Line Value 2 field.
Use passed value if present: displays the name value that the
handlers pass. If the handlers do not pass a value, then CIC
displays the user's outbound ANI, if it is configured. For example,
"CIC user's Outbound ANI"
<sip:+13178723000@ICServer.ININ.com>. For external to followme interactions or forward interactions, CIC displays the
authenticated From name of the external device.
None
Interaction Administrator

Use diverted value: displays the CIC user 1 display name if the
user's outbound ANI is configured. For example, "CIC User 1
display name" <sip:+13178723000@ICServer.ININ.com>.

None: displays the address only.
Note: This option is unavailable if 'P-Asserted-Identity' Address is set to
None.
Sets the value that appears as the destination address in the diversion
header for an outbound SIP interaction that is redirected. This is typically a
follow-me interaction or forwarded interaction.
The options are:
Calling Address
(Diverted Calls):
Diverted Header
Address



Use line value 1: displays the value in the Line Value 1 field.
Use line value 2: displays the value in the Line Value 2 field.
Use passed value if present: displays the address value that the
handlers pass. If the handlers do not pass a value then CIC
displays the CIC user 1 outbound ANI, if it is configured. For
example, "CIC User 1 Outbound ANI"
<sip:+13178723000@ICServer.ININ.com>.

Use diverted value: displays the CIC user 1 outbound ANI, if it is
configured. For example, "CIC User 1 Outbound ANI"
<tel:+13178723000>.

None: displays neither the address nor the name.
Use diverted
value
Sets the value that appears as the destination name in the diversion header
for an outbound SIP interaction that is redirected. This is typically a followme or forwarded interaction.
The options are:
Calling Address
(Diverted Calls):
Diverted Header
Name



Use line value 1: displays the value in the Line Value 1 field.

Use diverted value: displays the CIC user 1 display name if the
user's outbound ANI is configured. For example, "CIC User 1
display name" <sip:+13178723000@ICServer.ININ.com>.

None: displays neither the address nor the name.
Use line value 2: displays the value in the Line Value 2 field.
Select "Use passed value if present: displays the name value that
the handlers pass. If the handlers do not pass a value then CIC
Use diverted
displays the CIC user 1 display name, if the user's outbound ANI is value
configured. For example, "CIC User 1 display name"
<sip:+13178723000@ICServer.ININ.com>.
Note: This setting is unavailable if Diversion Header Address is set to
None.
Related topics
SIP line identity (out) concepts
Configure a SIP line
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Interaction Administrator Printable Help
Configure a line value
Microsoft Lync line configuration
User outbound ANI configuration
Lines concepts
Feedback
SIP line audio options
The following table describes the options that you can use to configure audio options for a SIP line. For information
on how to access these options, see Configure a SIP line.
Changes to all of the options on this dialog box take effect immediately.
Option
Description
Default
For information on the available options, see the following resources on the
Product Information site:
Audio Path
•
•
•
SIP Application Note
Dynamic
Telephony Applications Note
Interaction Media Server document
Sets the Dual Tone Multi-Frequency (DTMF) type for the station.
DTMF Type
The options are:
•
•
•
Do not use RFC2833 inband only
RFC2833 if supported, otherwise inband (default)
RFC2833 if
supported,
otherwise
inband
RFC2833 only.
Sets the value that is used for the DTMF Real-time Transport Protocol (RTP)
payload value.
DTMF Payload
The acceptable values are 96-127.
101
The vendor-specific values are:100, 102-105. Vendor-specific values should
not be used for AudioCodes stations.
Determines whether packets are sent for silence.
Voice Activation
Detection (VAD)
When Voice Activation Detection is selected, no packets are sent for
silence. This option saves bandwidth on your network. However, like
compression, there is some loss of voice quality.
18 (24, 011000)
CS53
Not selected
Determines whether echo cancellation is used.
Echo Cancellation
Echo cancellation removes echoes from voice communication to improve
the sound quality.
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Interaction Administrator
This option indicates whether CIC delivers all of the available Codecs to the
recipient endpoint when a user makes an outbound call. The recipient
Allow Multiple
Codecs in Outbound endpoint can then select which Codec it recognizes.
Not Selected
SDP Offer
You set up Codecs in the Locations container.
Related topics
Configure a SIP line
Lines concepts
Feedback
SIP line transport options
The following table describes the options that you can use to configure transport options for a SIP line. For
information on how to access these options, see Configure a SIP line.
Changes to most of the options on this dialog box take effect immediately.
Note: The protocol and port settings on this page are static. You must restart the IC server in order for changes to
these settings to take effect.
Option
Description
Default
Sets the transport protocol. Your selection
depends on the protocols that are supported
by your SIP-enabled devices (gateway,
phones, and so on).
The options are:
•
TCP (Transmission Control
Protocol). The TCP station line is
available if needed. Most new IP
phones support TCP.
•
TLS (Transport Layer Security or
SSL). This option requires the
Advanced Security feature license. UDP
After you select it, the TLS Security
configuration option appears.
•
UDP (User Datagram Protocol).
Nearly all IP phones support UDP.
Transport
Protocol
Note: If you change the transport protocol,
you must deactivate and reactivate the line
in order for the change to take effect. The
line cannot be deactivated if any calls are
active on it.
When a line is deactivated, no calls can be
taken. Therefore, after you deactivate the
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line, reactivate it and then verify that it can
take calls.
The other available options on this dialog
box depend on the transport protocol that
you select.
Indicates whether the audio stream is
unencrypted or encrypted.
The options are:
Audio
Protocol
•
RTP (Real Time Protocol): The audio
stream is unencrypted.
•
SRTP (Secure RTP): The audio
stream is encrypted.
This option is available only if you RTP (unencrypted)
select the TLS transport protocol.
Select SRTP only if the endpoint(s)
on this line support SRTP.
If you select SRTP, the Security
option is also available. Calls
between devices that transmit and
receive SIP TLS messages and SRTP
audio are completely secure.
The Security setting determines, in part,
whether the security lock icon appears in the
CIC clients when a user places or receives an
insecure call on this SIP line.
The Security option is available only when
you select the SRTP audio protocol.
Security
In an CIC system environment, some devices
may be configured to use SRTP while others
do not. When two devices that use SRTP
connect directly, both Interaction Clients
display the lock icon to indicate that the call
Depends on your selection for the transport protocol
is secure from "end to end." The display of
this lock icon is automatic and is not
configurable.
If one device uses SRTP and another device
does not, then at least one segment of a call
between these devices is insecure. The audio
between these devices needs to be
transcrypted (converted) between SRTP and
RTP via an intermediate device such as the
Interaction Media Server.
If a SIP line handles insecure calls, you can
configure the display of an open-lock icon to
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Interaction Administrator
inform CIC client users that the call is not
secure.
The options are:
•
Minimal: hides the display of the
open-lock icon on non-secure calls.
If you select this option, completely
secure calls always show the lock
icon and all other calls show no lock
icon. If a secure call creates a
conference that includes a nonsecure call, the lock icon disappears
to indicate that the call is no longer
secure.
•
End-to-Edge: displays the openlock icon when a call, or at least one
segment of a call in the CIC system
domain is or becomes non-secure.
End-to-edge means from one end
of the call in the CIC system up to
the edge of the CIC system (a
gateway connected to the PSTN). It
does not indicate security
conditions on the PSTN or service
provider outside of the IC domain.
If you select this option, secure calls
always show the lock icon and all
other calls that are non-secure
show the open-lock icon. If a
secure call creates a conference
that includes a non-secure call, all
parties in the conference see the
lock icon turn into an open-lock
icon. Conversely, if a non-secure
conference call becomes secure
from all of the end points to the
edge of the CIC system, the openlock icons change to lock icons.
Determines the local server IP address. The
name of the adapter appears below the list.
Adapter
Name
This setting was formerly Address to Use.
For more information, see the latest version
of SIP Application Note on the Product
Information site.
The actual name of your network adapter.
This value is typically Local Area Connection because that is
the default network adapter name that Windows uses.
CIC displays the list of IP addresses assigned
Usable
for the chosen adaptor.
Not specified.
Addresses
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This option is available only if the
EnableIPv6 server parameter is set to 1
(true).
Sets the family of addresses to which CIC
listens. CIC listens to all IP address assigned
to each family.
Address
Family
This option is available only if the
EnableIPv6 server parameter is set to 1
(true).
The default setting uses the order returned from a DNS
query. If there are multiple IP addresses, CIC uses the first
IP address in that range.
The options are:
•
•
•
IPv4
IPv6
Telephony Default (IPv4 and
IPv6). The host name resolves to
both IPv4 and IPv6.
Specifies the media address family to which
CIC should listen.
This option is available only if the
EnableIPv6 server parameter is set to 1
(true).
The options are
Media
Address
Family
•
•
•
IPv4
IPv6
Telephony Default (IPv4 and
IPv6). The host name resolves to
both IPv4 and IPv6. This option is
typically used when CIC offers
media, but it also helps to
determine an answer when CIC
receives identical media types and
transport protocols for IPv4 and
IPv6 information in the session
description protocol (SDP).
UDP, TCP, and TLS: This option sets the
port number for which the CIC SIP engine
services requests.
Receive
Port
The valid values are 1024 to 65535.
The default is 5060.
TLS runs on top of TCP. There is a conflict if
TCP is set on the same port or the same
protocol.
For TLS, this is set to 5061.
A new SIP line cannot have the same port
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Interaction Administrator
and the same protocol as an existing SIP
line. However, a new line may use the same
port of an existing line if it uses a different
protocol.
See also Microsoft Lync line configuration
settings.
For more information, see Interaction Center
Security Concepts in the CIC Documentation
Library.
Connect
Timer
TCP and TLS only: Sets the timer value in
milliseconds for TCP connections on the SIP
Line.
2000
The valid values are 500 to 20000
(milliseconds).
UDP only: Sets the timer value in
milliseconds that represents the initial
T1 Timer
incremental delay between packet
(ms)
retransmission.
500
The valid values are 500 to T2 (milliseconds).
UDP only: Sets the timer value in
milliseconds that represents the maximum
incremental delay between packet
T2 Timer retransmissions.
(ms)
1000
The valid values are any values greater than
or equal to 1000 (milliseconds).
Maximum UDP only: Sets the maximum number of
packet retry attempts for requests.
Packet
Retry
4
Valid values are from 0 to 10.
UDP only: Sets the maximum number of
Maximum
packet retry attempts for INVITE and ACK
Invite
requests.
Retry
3
Valid values are from 0 to 6.
Reinvite
Delay
(ms)
UDP only: Sets the reinvite delay in
milliseconds.
For more information, see the latest version
of SIP Application Note on the Product
Information site.
50
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Interaction Administrator Printable Help
Defines the list of valid SIP reason codes. If
this line is part of a line group, and an
outbound call that is made on this line
returns a valid SIP reason code, then CIC
retries the call on the next line in the line
group.
Retryable
Reason
Separate reason codes or ranges of reason
Codes
codes with commas. For example:
480, 500-599
"500-599"
Or...
"401, 480, 490-495, 500-599"
Note: "480" is not available on lines that
are enabled for Microsoft Lync.
Defines a list of SIP cause codes. Cause
codes take precedence over SIP response
codes for retry attempts. If dial attempts are
exhausted, the disconnect is treated as the
most recent cause code if a cause code was
Retryable present on any of the dial attempts. All dial
The default value is 1Cause
attempts are traced at the note level when
5,25,27,28,31,34,38,41,42,44,46,62,63,79,91,96,97,99,100,103
Codes
multiple retries are not treated as a 'no
available lines' error.
Separate cause codes with commas. For
example: "503, 507, 550"
Sets the Differentiated Services Code Point
(DSCP) value of Quality of Service (QoS) in
transmitted SIP packets.
The values are shown in both hex (00..3F)
SIP DSCP
and related decimal (0..63) formats. Some
Value
values are also identified by the binary
format, CS6.
18 (24, 011000) CS3
The range of valid values is 00 (0, 000000)
through 3F (63, 111111).
Inbound
Progress
Timer
(ms)
Sets the number of milliseconds to wait
before sending the 180 RINGING message. If
the call is answered before this time expires,
the 180 RINGING message is not sent.
5000
Acceptable values are 1000 through 60,000
milliseconds
No
Inbound
136
Determines whether the 180 RINGING
message is never sent on this SIP line.
Not selected
Interaction Administrator
Progress
Timer
SIP
Answer
Delay
(ms)
Sets the number of milliseconds of delay to
insert before a call is answered. This setting
is useful when there is some audio loss
during call setup. The acceptable values are
from 0 through 8,000 milliseconds. If the
value is greater than or equal to 1000
milliseconds, an 180 Ringing SIP signal is
sent before delay is inserted. Regardless of
the value, the delay is always inserted after
200 OK is sent back.
500 milliseconds
Related topics
Configure a SIP line
Interactive Intelligence Customer Support
Microsoft Lync line configuration
SIP line transport concepts
SIP lines concepts
Feedback
SIP line session options
The following table describes the options that you can use to configure session options for a SIP line. For information
on how to access these options, see Configure a SIP line.
Changes to all options on this dialog box take effect immediately.
Option
Use SIP Session
Timer
Description
Determines whether a recurring OPTIONS message is sent to the remote
device. If the remote device does not respond to the OPTIONS message,
the call is disconnected.
Default
Not selected
This option is not available if this SIP line is configured for use with
Microsoft Lync.
The recurrence interval of the OPTIONS message that is sent when the Use
SIP Session Timer check box is selected.
SIP Session Timeout
60 seconds
This option is not available if this SIP line is configured for use with
Microsoft Lync.
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Disconnect on
Broken RTP
Determines if a VoIP call remains active if the audio is disrupted. Audio is
considered disrupted if no RTP, RTCP, and no comfort noise packet is
received from the remote device.
Not selected
For information on this option, see the latest version of SIP Application Note
on the Product Information site.
Media Timing
The options are:
•
•
Media reINVITE
Timing
Normal
Normal
Delayed
Specifies if the media attempts to add media streams to the session
immediately or if the timing is delayed when it receives a reINVITE.
The options are:
•
•
Normal
Normal
Delayed
Terminates the call analysis procedure when a SIP connection indication
from the network is received.
For example, Interaction Center makes its PSTN call via SIP calls through a
SIP/ISDN gateway. In this example, the SIP/ISDN gateway sends only a SIP
connect message back to Interaction Center after the remote party answers
the call. If call analysis is used, you would want to select Terminate
Analysis On Connect, so that call analysis terminates when the SIP connect
message is received.
Terminate Analysis
on Connect
For example, Interaction Center makes its PSTN call via SIP calls through a
SIP/Analog gateway. In this example, the SIP/Analog gateway always sends
a SIP connect message back to Interaction Center prematurely, before the
remote party answers the call. If call analysis is used, you would want to
deselect Terminate Analysis On Connect, so that call analysis continues
Not selected
after the SIP connect message is received.
If the connection is to a station, the Terminate Analysis On Connect
configured in the station is used.
Notes: Beginning in IC 4.0 SU3, CIC terminates call analysis when it
connects to remote stations. This decreases the time it takes to connect
the caller to the agent at the remote station. If you want to restore the
previous functionality of using call analysis when connecting to remote
stations, create the Remote Station Call Analysis Answer Supervision
Interaction Center server parameter, and set it to False.
You should always enable the Terminate Analysis on Connect option for
a standalone fax station. Otherwise outbound faxing could fail.
Disable Media Server
Passthru
Determines whether the media server rewrites the SSRC header.
138
Not selected
Interaction Administrator
ASR Enabled
Determines whether ASR (Automatic Speech Recognition) resources are
allocated for this SIP line.
Selected
Related topics
Configure a SIP line
Interactive Intelligence Support site
Microsoft Lync
Optional general server parameters
Media server general configuration
Lines concepts
Feedback
SIP line authentication options
The following table describes the options that you can use to configure authentication options for a SIP line. For
information on how to access these options, see Configure a SIP line.
Changes to all options on this dialog box take effect immediately.
Option
Description
Default
Authentication
Determines whether authentication is enabled for this SIP line.
Not selected
Specifies the User Name that is used in the authentication process.
User Name
Not specified
If you enable authentication for the SIP line, you must specify a user name.
Password
Specifies the Password that is used in the authentication process.
Not specified
Confirm Password
Confirms the Password that is used in the authentication process.
Not specified
Related topics
SIP line authentication concepts
Configure a SIP line
Lines concepts
Feedback
SIP line proxy options
The following table describes the options that you can use to configure proxy options for a SIP line. For more
information, see SIP line proxy concepts and Configure proxy addresses.
Changes to most of the options on this dialog box take effect immediately.
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Note: If you change the port number of a proxy address, then you must restart the IC server in order for the change
to take effect.
Option
Prioritized list of
Proxy addresses
Description
Displays the a prioritized list of outbound proxy addresses that are available
to CIC. All messages are sent to the first proxy address in this list. The
remaining proxy addresses are used only if the first proxy address is not
operational. "Not operational" means that CIC did not receive any response
from the proxy and the request timed out.
For each IP address, specify the port number at which the proxy services
requests.
Valid port numbers are 1024 to 65535.
DNS SRV
Dynamically requests a list of proxy servers from a DNS server.
Default
The default
proxy port
number for a
line that uses
TLS is 5061.
The default
proxy port
number for all
other protocols
(TCP and UDP) is
5060.
Not selected
Related topics
Configure proxy addresses
SIP line proxy concepts
Configure a SIP line
Line group configuration
Configuring a line and a line group for Microsoft Lync integration
Lines concepts
Feedback
SIP line registrar options
The following table describes the options that you can use to configure registrar options for a SIP line. For
information on how to access these options, see Configure a SIP line.
Changes to all of the options on this dialog box take effect immediately.
Option
Description
Default
This is a list of External Phone Numbers that are not configured in CIC but
that need to be directed to the IC server when they are encountered.
External List of
Therefore, CIC (via TS) must register these external phone numbers with the
Telephone Numbers
Not specified
registrar. Typically, these are numbers that are provisioned on the PSTN
interface but that are not provisioned in the CIC system, such as a 1-800
number.
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Interaction Administrator
This is a list of registrars in order of priority that are available for contact
registration by CIC. If a registrar is configured, then all CIC contacts are sent
to it in a SIP REGISTER message by TS. The SIP engine attempts to register
the given telephone numbers to every host in the registrar list.
Prioritized List of
Registrar addresses
Each entry in the list must be either an IP address in the IPv4 dottednotation or a fully qualified domain name.
For each IP address there should be a port. The port number identifies the
port at which the registrar will be servicing requests.
Valid port values are from 1024 to 65535.
The default for a
line that uses
TLS is 5061.
The default for
all other
protocols (TCP
and UDP) is
5060.
For each IP address, you must also specify the registration time in seconds.
The value for the registration time must be an integer between 0 and
360000 (100 hours) inclusive.
Related topics
Configure a SIP line
SIP line registrar concepts
Lines concepts
Feedback
SIP line headers options
The following table describes the options that you can use to configure header options for a SIP line. For information
on how to access these options, see Configure a SIP line.
Changes to all of the options on this dialog box take effect immediately.
Option
Description
Default
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Specifies the headers that are collected from
the initial inbound INVITE message and
transferred to the outbound INVITE message to
the partner or connection call.
Define the header for use by both the inbound
line and the outbound line.
Valid entries in the list must contain a string of
the following characters:
Transferred
Headers













lowercase "a" through "z"
uppercase "A" through "Z"
digits "0" through "9"
Not specified
"-"
"."
"!"
"%"
"*"
"_"
"+"
"`"
"'"
"~"
Specifies the headers that are collected on
inbound SIP messages. These headers are
converted into CIC attributes for use by the IC
subsystems.
Each entry in the list must contain a string of
the following characters:
Call Attribute
Headers
User-to-User
Settings
142













lowercase "a" through "z"
uppercase "A" through "Z"
digits "0" through "9"
"-"
"."
"!"
"%"
"*"
"_"
"+"
"`"
"'"
"~"
Determines the exchange of user-to-user
information (UUI) data when a SIP session is
initiated.
Not specified
Interaction Administrator
Selects the type of UUI header information.
The options are:
Header
•
X-UserToUser: This parameter format
is the Audiocodes proprietary header.
It does not use the protocol
discriminator (PD). The length limit of
the data is 129 bytes (129*2 hex
digits).
•
User-to-User: This is the general
parameter that includes the PD in the
format User-to-User:
XXhexdata;encoding=hex, where the
XX is the PD. The length limit is 129
bytes including the PD (129*2 hex
digits).
•
User-to-User PD Attribute: This is the
parameter that some gateways use
where the PD is specified separately in
the format User-to-User:
hexdata;pd=XX;encoding=hex.
X-UserToUser
Describes the user protocol message being
transferred.
Protocol
Discriminator
You can specify any integers, lowercase letters
from a-f, and uppercase letters from A-F.
00
If the X-UserToUser header is used, this option
is not applicable.
Selects the encoding format for the header.
Attribute Format
The options are:
•
•
•
Hex
Hex
Ascii
Extended Ascii
Related topics
Configure a SIP line
Optional general server parameters
SIP line headers concepts
Lines concepts
Feedback
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Interaction Administrator Printable Help
SIP line access options
The following table describes the options that you can use to configure access options for a SIP line. For more
information, see Configure a SIP line and Configure exceptions to the default SIP line access level.
Changes to all of the options on this dialog box take effect immediately.
Option
All computers will
be:
Granted Access
Description
Default
Indicates the default access level for all computers.
Granted
Access
Lists the computers that are exceptions to the default access level.
Not specified
Denied Access
Exceptions
Related topics
Configure a SIP line
Configure exceptions to the default SIP line access level
Lines concepts
Feedback
SIP line region options
The following table describes the options that you can use to configure region options for a SIP line. For information
on how to access these options, see Configure a SIP line.
Changes to all of the options on this dialog box take effect immediately.
Option
Description
Default
Sets a location for this SIP line.
Location
Note: The locations that appear in the
Location list are defined in the
Regionalization container.
Related topics
Configure a SIP line
SIP line region concepts
Regionalization
Lines concepts
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Interaction Administrator
Feedback
SIP line recorder options
The following table describes the options that you can use to configure Interaction Recorder options for a SIP line. For
information on how to access these options, see Configure a SIP line.
Changes to all of the options on this dialog box take effect immediately.
Option
Description
Default
Determines whether IC starts recording as soon
as audio starts on a call and continues that
recording until the call disconnects.
Use Proactive
Recording
Note: Not all proactive recordings are stored.
CIC retains proactive recordings only when all
of the following occur:
* The recording is run through Recorder
Policies.
* Tracker data is stored.
Not selected
Determines whether the recordings are
encrypted.
This option is available only if the Use
Proactive Recording option is selected.
Note: This setting overrides the Encrypt the
Recording setting in an initiation policy.
Encrypt
Recordings
For example, if Encrypt the Recordings
setting is not selected in an initiation policy,
and both the Use Proactive Recording and
Encrypt Recordings settings are selected
here, then the recording is encrypted.
Not selected
If Encrypt the Recording setting is selected
in an initiation policy, and the Use Proactive
Recording setting is selected, but the Encrypt
Recordings setting is not selected here, then
the recording is not encrypted.
In the event of a conflicting record call
request, a Configuration Error warning
message is logged in the Application log.
Include Hold
Music
Determines whether the recordings include
hold music.
Not selected
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This option is available only if the Use
Proactive Recording option is selected.
Determines whether the recordings include IVR
and ACD Wait audio.
Note: This check box is available only if you
have the appropriate license.
Include Early
Audio (IVR and
ACD Wait)
This option is available only if the Use
Proactive Recording option is selected.
Not selected
Note: The default compression format for a
new SIP line with Proactive Recording selected
is "µ-law." The compression format can be
changed for this SIP line by configuring
Interaction Recorder's recording processing.
Related topics
Configure a SIP line
Configure Interaction Recorder's recording processing
Lines concepts
Feedback
SIP line TLS security options
The following table describes the options that you can use to configure TLS security options for a SIP line. The
behavior of TLS communication depends on the capabilities of the devices that use this SIP line.
For information on how to access these options, see Configure a SIP line.
Note: The TLS Security options are available only if you select TLS as the transport protocol on the Transport
dialog box.
Changes to all of the options on this dialog box take effect immediately.
Option
TLS Options
146
Description
Default
Interaction Administrator
Determines whether the IC server requests a
certificate from the SIP device and
authenticates it.
Note: This option works if the devices that
use the SIP line support the capability to
perform a mutual authentication.
Require mutual
authentication
The SIP device then requests a certificate from
the IC server, validates it, and establishes a
secure TLS connection. This one-way
authentication of the server is sufficient to
ensure the SIP device is connecting to the
proper IC server.
Not selected
By default, a SIP device using TLS to connect to
the IC server must contain the CIC line
certificate authority (CA) certificate in order to
authenticate the IC server when it connects.
Displays the list of authority certificates that are
selected for this SIP line. You can select
additional authority certificates if you plan to
use an external third-party certificate authority
to sign line certificates.
For more information, see Select certificate
authorities for a SIP line.
Certificates
<Default Line Authority Certificate>
Click Configure certificates and port
mappings… to open the SIP/TLS
Configuration dialog box.
Note: For more information, see Interaction
Center Security Concepts in the Technical
Reference Documents section of the CIC
Documentation Library.
Related topics
Configure a SIP line
Modify TLS cipher suites
Select certificate authorities for a SIP line
SIP line transport options
Configure a SIP line
SIP lines concepts
Feedback
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Interaction Administrator Printable Help
Create a private line assignment
To create a private line assignment
1.
In the Line Groups container, add a line group to be used for a private line. On the Configuration tab,
select the Use as Dial Group and Use for Private Line Assignment options.
2.
In the Phone Number Configuration dialog box, on the Private Lines tab, use the Private Line
Assignment field to associate a private line with a user or classification.
3.
In the Phone Number Configuration dialog box, on the Regional Dial Plan tab, associate a dial plan object
name with a dial group.
Related topics
Overview of private line assignment
Overview of line groups
Configure private lines
Feedback
Call putback options
The following table describes the options that you can use to configure call putback options for a SIP line. For
information on how to access these options, see Configure a SIP line.
Changes to all of the options on this dialog box take effect immediately.
Option
Description
Default
Determines whether CIC can do the following items without tying up two
CIC lines (one for the original call and one for the call to the destination):
Enable sending SIP
REFER messages
Enable sending SIP
REFER messages to
Lines in other Lines
Groups
1.
Receive a call from the PSTN or a PBX.
2.
Perform some processing on the call.
3.
Transfer the call to a non-CIC destination (a PBX station or a
remote number).
Not selected
Determines whether IC can send SIP REFER messages to lines in other line
groups.
Not selected
This option is available only if Enable sending SIP REFER messages is
selected.
Determines whether CIC allows the party sending the REFER to be notified
of the outcome of the received request.
Enable Processing of
Received SIP REFER
Not selected
This option is typically set on lines going to internal gateways or IC servers.
Messages
Notes: Because this option can be used to enable other applications
including call transfer, it can create additional calls and carrier charges.
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If this line is a Microsoft Lync line, this option must be selected.
Related topics
Configure a line and line group for Microsoft Lync integration
SIP lines concepts
Configure a SIP line
Line Groups
Feedback
Overview of line groups
The Line Groups container allows you to create line groups and specify membership.
Purpose
A line group identifies a group of one or more lines that are reserved for specific uses, such as long distance calls,
local calls, and so on. A line group can also reserve a group of lines for calls for an individual user or a workgroup. The
DialPlanEx handler determines if an outgoing call uses the next available line (default behavior), or a specific line
group.
Call selection sequence
CIC's Telephony Services subsystem attempts to minimize line conflicts between inbound and outbound calls.
Specifically when the DialPlanEx handler sends Telephony Services a line group to use for an outbound call,
Telephony Services sorts the lines in the line group in alphabetical order. When a call is placed, Telephony Services
selects the next line in the line group.
Eligible lines
Any SIP line can be part of a line group. You can include individual lines in multiple line groups.
Reporting considerations
Note: To ensure accuracy in reporting, do not generate reports on line groups that contain the same lines.
Related topics
Line Group Configuration
Line Group Members
Feedback
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Line group name
Type a name that represents a group of lines (for example, Sales, Fax, and so on). You can use any combination of
letters, numbers, and special characters.
Related topics
Add a line group
Feedback
Configure a line group
To configure a line group
1.
In the <IC server> container, click the Line Groups subcontainer.
2.
In the list view, right-click the line group you want to configure and then click Properties.
3.
In the Description box, type a descriptive name or sentence that describes the purpose of the line group.
For example, "Line Group 1 Long Distance" or "This line group is reserved for long distance calls" could be
used for a description of a group of lines reserved for long distance calls.
4.
To cause CIC to generate trunk group usage statistics for reporting on the lines in this group, select the Use
for Reporting check box. To keep the statistics clean and the line group reports useful, you must not select
this check box on more than one line group that contains the same lines. If you do, Interaction Administrator
warns you about the need to have unique lines in each line group that is used for reporting. You may chose
to ignore the warning, but the statistics generated for the line group reports will not be reliable. When this
check box is clear, CIC does not generate line group usage statistics for the lines in this line group.
5.
To use this line group as a dial group when you configure dial plans, select the Use as Dial Group check box.
Dial plans allow you to automate how certain kinds of calls are routed. For more information, see Overview of
regional dial plans and Overview of old dial plans. The lines you include in a dial group should have a
direction of outbound rather than inbound or both.
6.
To use the dial group for a private line assignment, select the Use for Private Line Assignment check box.
This option is available only when you first select the Use as Dial Group check box. For more information,
see Overview of private line assignment.
7.
Under Hunt Selection Method, select how CIC selects the line to ring. After you configure the line group,
you use the Members tab to add lines to it.
•
Choose Descending Sequential to ring lines one at a time, beginning from bottom of the list on the
Members tab.
Choose Ascending Sequential to ring lines one at a time, beginning from the top of the list on the
Members tab. If no a call is not answered, the prompt "No one is available to take your call at this time" is
played, and the call is routed back to the IVR System. Lines are distinguished by their name.
Choose Round-robin to have CIC remember the last user who was sent a call. Round Robin works in a loop,
repeating the process down through the list, and then the process starts over with the next call.
•
•
For example, a line group has three lines (Line1 - Line3), all available for calls and are listed Line1, Line2, Line3,
in that order. If Line1 was alerted, then Line2 was alerted, even though both are now available, the next
alerting call will go to Line3. Round-robin knows which line has been alerted and goes to the next available
line in the list.
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8.
Click OK.
Related topics
Add a line group
Add and remove lines from a line group
Overview of dial groups
Overview of regional dial plans
Overview of old dial plans
Microsoft Lync line group configuration
Feedback
Overview of dial groups
A dial group is a group of lines or channels that CIC uses for outbound calls. You define dial groups in the Line
Groups container.
Note: The lines included in a dial group should have a direction of outbound or both rather than inbound to avoid
line contention when dialing.
You can use dial groups in your regional dial plan to direct certain kinds of outbound calls (for example, classifications
of calls) to specific lines. As an example, international calls may be directed to one dial group and local outbound calls
may be directed to another dial group.
Related topics
Add a line group
Configure a dial group entry
Feedback
Add and remove lines from a line group
Line groups define a group of one or more lines that can be reserved for specific uses, such as long distance and local
calls. A line group can also reserve a group of lines for calls for an individual user or a workgroup. You can include
individual lines in more than one line group, but be careful to not use line groups (containing the same lines) for
reporting.
Notes: If you combine two or more different types of lines (for example, analog lines and digital channels) in a
single line group, be sure to specify the appropriate prefix numbers for the lines.
To add lines to a line group
1.
In Interaction Administrator, under the server name, select the Line Groups container.
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Interaction Administrator Printable Help
2.
Double-click one of the line group names in the Line Group column. The Line Group Configuration
window appears.
3.
Select a line name in the Available Lines box, and then click Add.
4.
Click OK.
To remove lines from a line group
1.
In the Currently Selected Lines box, select a line name and then click Remove.
2.
Click OK.
Related topics
Add a line group
Configure a SIP line
Configure a dial group entry
Microsoft Lync line group configuration
Feedback
Line selection order
CIC's Telephony Services subsystem attempts to minimize line conflicts between inbound and outbound calls.
Specifically when the DialPlanEx handler sends Telephony Services a line group to use for an outbound call,
Telephony Services sorts the lines in the line group in alphabetical order. When a call is placed, Telephony Services
selects the next line in the line group.
Feedback
Create a private line assignment
To create a private line assignment
1.
In the Line Groups container, add a line group to be used for a private line. On the Configuration tab,
select the Use as Dial Group and Use for Private Line Assignment options.
2.
In the Phone Number Configuration dialog box, on the Private Lines tab, use the Private Line
Assignment field to associate a private line with a user or classification.
3.
In the Phone Number Configuration dialog box, on the Regional Dial Plan tab, associate a dial plan object
name with a dial group.
Related topics
Overview of private line assignment
Overview of line groups
Configure private lines
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Stations
Station Templates
Feedback
Overview of station templates
Station templates allow you to configure the behavior of stations by the type of station, such as standalone phone or
workstation.
This feature allows you to create stations of type easily because default behavior is already defined.
By default, Interaction Administrator provides standard template types. These types are Stand-alone Fax Machine,
Remote Station, Stand-alone Phone, SIP, and Workstation, SIP. These templates cannot be deleted.
Depending on the type of template you select, configuration options vary. For example, you cannot change the
grayed-out options on default templates, but you can change other (not grayed-out) options.
Click on the station template type below for specific configuration information:
•
Remote Station
•
Stand-alone Fax Machine, SIP
•
Workstation, SIP
Feedback
Information for a station template
Use this tab to enter the station template description.
Permanent
This check box designates if this template is static or permanent for a station based on the template. If this check box
is selected therefore permanent, then the description cannot be changed at the individual station level.
Description
Enter a meaningful description of the station template.
Related topics
Overview of station templates
Feedback
Remote station configuration template settings
To configure a remote station template, complete the information on the Remote Station Configuration page. For
more information on the other pages in this dialog box, click the links under Related topics.
Ring Always
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Select this check box if you want the station telephone to always ring when the user receives a call, even if the CIC
client is not running or if the Ring Telephone check box is not selected.
Clear this check box to allow the state of the Ring Always check box to determine if a user's default workstation
telephone rings when a new interaction arrives for a user.
Use Global Remote Station Settings
Select this check box to use the Station Connections are Persistent and Connection Call Warm Down Time
settings as defined in the Default Station configuration for Remote Stations.
•
Station Connections are Persistent
Select this check box to maintain a persistent voice connection to the IC server. The audio path will not
disconnect until the station initiates the disconnect.
Clear this check box to indicate when CIC determines that the audio path to the station is no longer needed,
and CIC will initiate the disconnection.
•
Connection Timeout (min)
If a station connection is persistent, you can configure the timeout in minutes. If you leave a remote station
connected, it will stay connected until it is manually disconnected, which could result in additional billing. By
setting this parameter to a value in minutes greater than 0, the connection will timeout at the set number of
minutes. By default, this setting is 0, meaning it is disabled and the connection will not time out.
This option can be configured here, or in the remote station configuration.
•
Connection Call Warm Down Time
This value represents the number of seconds a connection call should remain connected after the regular call
is disconnected. Once this timeout expired, the connection call will be disconnected. The default value for
this option is 5 seconds.
Note: This option is not used for persistent connection calls.
Related topics
Overview of station templates
Information
Licensing
Access control
Station Options
Custom Attributes
History
Feedback
Stand-alone fax template settings
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To configure a stand-alone fax template, complete the information on the Stand-alone Fax Configuration page. For
more information on the configuration options, click the links under Related topics.
Related topics
Overview of station templates
Addresses
Audio
Transport
Session
Authentication
Phone
General
Region
Information
Licensing
Access control
Station Options
Custom Attributes
History
Feedback
Workstation template settings
To configure a stand-alone workstation template, complete the information on the Configuration page. For more
information on the configuration options, click the links under Related topics.
Related topics
Overview of station templates
Addresses
Audio
Transport
Session
Authentication
Phone
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General
Region
Information
Licensing
Access control
Station Options
Custom Attributes
History
Station Template Licensing
Feedback
Station licensing settings
Use this page to assign licenses to the station or station template. This page applies to Workstations or Remote
Stations.
Note: If you enabled the Enhanced Interaction Administrator Change log, then changes to station licenses are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Licensed Machine Name
You can associate a station with a specific machine. Typically the Licensed Machine Name is the station name, but
you can select the check box to override this setting. Click ... to select the machine name.
The machine name cannot be a duplicate of an already Licensed Machine Name. This is a required field used for
licensing only, and it cannot be blank.
When you log in to ICBM, use the machine name that is associated with the station. You will not be logged off the
client to which you are currently logged on.
If a module requires station audio, the module will check to see if there is a logged in station that supports audio. If
there is not a station that supports audio, the audio functionality will be disabled.
Basic Station License
This license represents an audio path between CIC and a station. This license is not required, but without it the audio
for station will not play, and there will be no dial tone. A non-audio station may be used or for non-audio interactions.
Remote Stations must be assigned a Basic Station license.
Client Access License
Assigning this license to the station allows the client functionality of the CIC clients. Without this license assignment,
no CIC client will not run on this station.
ACD Access License
Select this check box if this workstation is an ACD station, then select the type of ACD license. These are the available
types of ACD licenses:
•
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Media 1 - This license allows 1 interaction type at a given time.
Interaction Administrator
•
Media 2 - This license allows 2 interaction types at a given time.
•
Media 3 Plus - This license allows 3 or more interaction types at a given time.
If Media 1 or Media 2 type of ACD licenses is selected, you can click Interaction Types and select the type of
interaction from the list to apply to the license. Interaction Types is grayed-out and not available if Media 3 Plus is
selected.
Notes: Failure to have a ACD Access License assigned to the station will prevent that station from being ACD active.
If the station (Station A) is assigned a Basic Station license and two different users (User A and User B) each have all
other necessary rights (i.e., Client Access) assigned to them, then both users can simultaneously login to that station,
(User A and User B can both be logged into Station A at the same time). If the second user to login does not have
the necessary licenses assigned, then the second user login will fail.
Interaction Process Automation License
Select the Interaction Process Automation check box if this station is an Interaction Process Automation station, and
then select the type of license to assign to that station.
These are the available types of Interaction Process Automation licenses:
•
Direct Routed Work Items (I3_ACCESS_IPA_USER) license: Enables you to launch any process to which you
have rights. It also enables you to receive Work Items that are directly routed to you.
•
Group Routed Work Items (I3_ACCESS_IPA_USER_ACD) license: Enables you to receive Work Items that are
either routed to you directly or as a member of a workgroup (similar to an ACD queue).
Note: The Group Routed Work Items license includes the Direct Routed Work Items license.
For more information about designing processes, refer to the Interaction Process Automation Technical Reference
and the Process Designer online help.
License List
This list displays additional licenses that are available. Select the licenses you wish to assign to this station.
Enable Licenses
Select this check box to set the license settings to Active. If unchecked, the licenses settings on this page are ignored
by the system. This is a way to turn off licensing for a station, but keep the license settings.
Click OK to save your changes. These license assignments are immediately reflected in the license counts in the
Licenses Allocation container list.
Note: For specific license information on each type of license, see IC Licensing Overview Technical Reference in the
CIC Documentation Library.
Related topics
Overview of the default station
About Remote Stations
Licensing
Other Station Licenses
Feedback
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Licenses for stand-alone fax and stand-alone phone stations
Note: If you enabled the Enhanced Interaction Administrator Change log, then changes to station licenses are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Use this page to assign licenses to the station or station template. This page applies to Stand-alone Fax and Standalone Phone station types.
Basic Station License
This license represents an audio path between CIC and a station. This license is not required, but without it the audio
for station will not play. A non-audio station may be used or for non-audio interactions.
A Standalone Fax and Standalone Phone should always be assigned a Basic Station License. A Bus Device Fax station
does not use a Basic Station License.
Note: If the station (Station A) is assigned a Basic Station license and two different users (User A and User B) each
have all other necessary rights (i.e., Client Access) assigned to them, then both users can simultaneously login to that
station, (User A and User B can both be logged into Station A at the same time). If the second user to login does
not have the necessary licenses assigned, then the second user login will fail.
Recorder Access License
Assign this license to enable the ability to record on this station.
Enable Licenses
Select this check box to set the license settings to Active. If unchecked, the licenses settings on this page are ignored
by the system. This is a way to turn off licensing for a station, but keep the license settings.
Click OK to save your changes. These license assignments are immediately reflected in the license counts in the
Licenses Allocation container list.
Note: For specific license information on each type of license, see the IC Licensing Overview CIC Documentation
Library.
Related topics
Overview of the default station
Station Groups
Feedback
Members
Use this page to add stations to a station group.
Available Stations
In the Available Stations box, select the stations to include in the station group, and click Add.
Note: Stations can be stand-alone phone stations, workstations, or stand-alone fax stations.
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Station groups can contain station devices only. If a user is logged into a station group phone, a call to the station
group will also appear in My Interactions in the user’s CIC client, in the same way as regular calls. Users should always
see a call to a station that they are logged into.
Currently Selected Stations
This box displays the stations you have included in the Station Group. To remove a station, select is and click Remove.
Note: If you have selected sequential ring, stations ring in the order listed in this box.
For more information on adding SIP stations to a station group for Zone Paging, see Configuration of IC Phone
Features for Polycom Phones document in the CIC Documentation Library.
Default Station
Feedback
Station options settings
Use this page to set station options.
Timeout for Incoming Interactions
This setting determines the number of seconds an incoming interaction rings at the CIC client station before the
interaction quits alerting and proceeds to the next step in the handler (for example, goes to voicemail or changes an
ACD agent’s status to ACD-Agent not answering and offers the interaction to another agent). The default value is 15
seconds; entering 0 (zero) also means 15 seconds. The minimum value is 7 seconds, which allows at least one full ring
cycle. For North America, the standard ring duration for one ring is six seconds, which includes two seconds of ring
and four seconds of pause time.
Use IC Follow Me (applies only to Exchange - Unified Messaging users)
Select this option to rely on the IC server instead of the UM platform to perform this function.
Require Forced Authorization Code
Select Require Forced Authorization Code to require users to enter an extension and a password for certain phone
classifications assigned to this station. The phone classifications have been previously set up by the server parameter
"Toll Call Classifications." This setting does not apply to UM station types.
Station has MWI message light (this option is not available on a managed workstation)
Select Station has MWI message light so the system will turn on the message light (on Caller ID and ADSI
telephones) whenever a caller leaves a voice message. When the message is picked up, the light is automatically
turned off.
Note: To fully enable the MWI feature, you must activate MWI at the default station level, the station level, and the
user level.
Outbound ANI
Enter the ANI/Caller ID for the system to send when making an outbound call from this station.
Notes: If a user is logged into the station and makes a call, the user's configuration for the Outbound ANI overrides
this setting.
This Outbound ANI option does not override a call placed with a specific Calling Party Number and Calling Party
Name. Call Forwarding and Follow-me numbers placed as outbound calls use the Forwarded Parties ANI and Name
where allowed.
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Related topics
Overview of the default station
Activate MWI for the default station
Activate MWI for a user
User's configuration for the Outbound ANI
Global SIP Station
Feedback
SIP Station Configuration
Use this page to define what default values for SIP Stations. If in a given station you select Use Global SIP..., then this
station will inherit the values defined at the Global SIP Station level.
Select the line group to be used by SIP stations. The options in the list box on the left include Addresses, Audio,
Transport, Session, Authentication, and Compression. Depending on what you choose in the list box, the options
displayed in the dialog box are different.
Click on the following options for specific configuration information:
•
Addresses
•
Audio
•
Transport
•
Session
•
Authentication
•
Phone
•
General
•
Appearance
•
Region
Notes: The values you set for these options are used as defaults by each station. You can change the defaults for
each station on the Workstation Configuration dialog box.
All SIP stations are considered "local", therefore do not have remote options.
For more information, see the latest version of SIP Application Note on the Product Information site.
Feedback
SIP station addresses settings
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Use this page to configure your SIP station addresses. Depending on whether you are configuring a default Global SIP
Station, or a stand-alone fax or phone as a station, some of these options are not available. See also Microsoft Lync
station configuration settings.
Station Extension (Station configuration only)
Type a unique extension number for this SIP workstation phone. During the installation of the CIC clients, the Station
Extension is created based on the user's input. You can enter any extension number you like (as long as it does not
conflict with existing numbers), but it is helpful to preserve a visible relationship between a user's logical extension
and his or her default workstation extension.
Note: If the Enable Regional Dialing option is selected in Regionalization - Location, and a change to a station
extension creates an extension conflict, a message is displayed listing duplicate extensions. For later reference when
resolving conflicts, click Copy to Clipboard to copy the listing, and then paste the content to a program that
supports CSV (like Microsoft Excel).
Connection Type (Station configuration only)
This option is grayed-out and is set to SIP because you have previously selected to create a SIP workstation. Click
Back to select a different type of workstation if this is not correct.
Active (Station configuration only)
Select this check box to activate the station. This enables the station to place and receive calls. Clear the check box to
deactivate the station, preventing calls from coming in to or going out from the station.
Auto Conference (Station, if stand-alone phone, configuration only)
If this check box is selected, and if a call is already connected or held at the station, a conference is created between
the new incoming call and the existing call(s). An announcement of the new call is played to the existing call(s) before
the conference is established.
PIN (Station, if stand-alone phone, configuration only)
If you enabled auto conference you must enter the Personal Identification Number.
Identification Address (Station configuration only)
Click Edit to choose a predefined format or use an alternate format for the identification address for this SIP station.
Connection Settings
Select Obtain Settings Automatically or Use the Following Settings.
Obtain Settings Automatically (Station configuration only)
This setting allows the station’s Address and Contact Line information to be dynamically updated where the contact
address and the new contact line are set automatically when an IP phone registers (SIP INVITE message or REGISTER
message). This option is very useful if SIP stations use DHCP and can change IP addresses frequently.
Use the Following Settings (Station configuration only)
This setting is static where you have to manually specify the contact address and contact line.
Address: Enter the User Portion, Host, and Port manually.
Contact Line: (Global SIP Station and Station configuration)
Select an existing SIP line from the pull-down menu to use that line's settings for registration information. In a new
CIC installation, the contact line for the Global SIP Station is <Stations-UDP>.
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Note: If you are configuring a new station and you select "Use Global SIP Station" for the contact line on static (Use
the Following Settings) SIP stations, you still need to set a contact line on the default Global SIP Station. Setup
Assistant populates the contact line on the Global SIP Station with the default <Stations-UDP> setting.
Other (Station configuration only)
To enter other connection address Click Edit to choose a predefined format or use an alternate format.
Feedback
SIP station phone settings
Use this page to configure your SIP station manufacturer and model. See also Microsoft Lync station configuration
settings.
Use Global SIP Station Phone Information Settings (Station Configuration Only)
Select this check box to inherit the values defined at the Global SIP Station level.
Manufacturer
Select the manufacturer of the phone for this SIP station. Possible values are Polycom (default for Global SIP Station),
Cisco, Generic, Aastra, Microsoft Lync or free-text entry.
Model
Enter the SIP phone model.
For more information on configuring SIP stations for Zone Paging, see Configuration of IC Phone Features for Polycom
Phones Technical Reference in the CIC Documentation Library.
Feedback
SIP station general
Use this page to configure general SIP station options. This page is not available when setting options for a Global SIP
Station.
Call Waiting
Select this check box to enable the call waiting tone.
Ring Always (Workstation configuration only)
This check box controls whether or not the telephone associated with a workstation rings when incoming calls alert
on that station. The Ring Always check box always overrides the CIC client setting. If the station configuration in
Interaction Administrator has Ring Always selected, on the Client Configuration page, the "Ring telephone for calls"
option is selected and grayed out by default and the user can not override it.
Select this check box if you want the station telephone to always ring when the user receives a call, even if the CIC
client is not running or if the Ring Telephone check box is not selected. Clear this check box to allow the state of the
Ring telephone for calls check box to determine if a user's default workstation telephone rings when a new interaction
arrives for a user.
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Synchronize Phone DND Button to IC Status
Select this check box to allow the CIC client user on this station, to synchronized status between CIC client and the
user's desktop Polycom IP phone DND button.
MAC Address
Enter the MAC address for this SIP station in the format as XX-XX-XX-XX-XX-XX.
Feedback
SIP station appearances settings
This page is not available when setting options for a Global SIP Station.
CIC's shared appearances feature allows SIP stations to use boss-assistant (primary-secondary) settings and group
extensions settings to define relationships between the stations. By configuring stations to use a shared appearance,
users have the following abilities:
•
All members of a shared appearance group are alerted when a call alerts for the primary number.
•
All members of a shared appearance group can determine that the primary number is in use.
•
Users of secondary appearances can answer calls as if they are using the primary number.
•
Users of secondary appearances can place calls as if they are using the primary number.
Notes: This feature applies to Polycom phone models IP301, IP430, IP501, IP550, IP601, IP650 only. Similar
functionality is available via the features of the CIC clients.
For more information on configuring SIP Station shared appearances, see Managed IP Phone Configuration General.
Also see Configuration of IC Phone Features for Polycom Phones Technical Reference in the CIC Documentation
Library.
Use this page to add appearances to SIP stations. A station can have one or more shared appearance entries, where
each shared appearance has:
•
The name of the other station on which the Primary Station is appearing
•
A Number of Call Appearances setting (similar to the existing SIP station, but is a separate setting for the
shared line appearance itself)
•
An Identification Address setting (similar to the existing SIP station, but it is a separate setting for the
shared line appearance itself)
•
A Connection Address setting (similar to the existing SIP station, but it is a separate setting for the shared
line appearance itself)
Note: You can create a maximum of 20 appearances per station.
The page contains two lists, Appearance For: and Appearance On:. The Appearance For list contains the stations
that will appear on the current station being edited. The Appearance On list contains the stations on which the
current station will appear.
Select the list in which you wish to add an entry and click Add.
Buttons
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Use the Up and Down buttons to arrange the order of the entries in the Appearances For list. This order specifies the
way shared line appearance buttons appear in Interaction Client.
Click Modify to edit settings for an existing entry or click Delete to remove an entry.
Feedback
SIP station region settings
A region defines areas where SIP stations and lines are physically interconnected and within this region a specific dial
plan may be required based on the central office or switching fabric it may be connected to.
CIC uses locations to define the bandwidth requirements and endpoints (stations and lines) for a region.
Use this page to set a location for this SIP station. This page is not available when setting options for a Global SIP
Station.
Location
Choose the Location from the pull-down menu for this SIP station.
The location represents an area where devices are considered to be in the same physical place. This location defines a
set of endpoints that can share a common dial plan. The stations and lines that are members of a Location are utilized
by the dial plan entries that are applicable to a locale they are operating in. The location also defines the codec
communications and the ability to communicate between devices and locations.
Note: Location options available from the pull-down menu are defined in the Regionalization container.
Feedback
Configure remote station options
IC supports remote agents who run CIC clients outside of the network domain of the IC server. Most commonly, these
agents have a PC at home with two phone lines (or ISDN, etc.), and access to the IC server via the Internet. These
agents can connect CIC clients to the IC server and have incoming company calls routed to them at home. This
Remote Station Configuration page allows you to specify a line group to carry calls routed to remote agents.
Note: You must create the line group in the Line Group container before you can assign it to carry calls to remote
stations.
Line Group
Select the (predefined) line group from the drop-down list. When the program routes an incoming call to a remote
agent connected to CIC, that call is forwarded to the remote agent using a line in the specified line group. This setting
affects agents logged into remote stations and agents logged into remote numbers.
Disable Automatic Connect on no-ringback / no-answer
Select this check box to prevent false connections with long PBX delays.
Station Connections are Persistent
Select this check box to maintain a persistent voice connection to the IC server. The audio path will not disconnect
until the station initiates the disconnection.
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Interaction Administrator
Clear this check box to indicate when CIC determines that the audio path to the station is no longer needed, and CIC
will initiate the disconnection.
Connection Timeout (min)
If a station connection is persistent, you can configure the timeout in minutes. If you leave a remote station
connected, it will stay connected until it is manually disconnected, which could result in additional billing. By setting
this parameter to a value in minutes greater than 0, the connection will timeout at the set number of minutes. By
default, this setting is 0, meaning it is disabled and the connection will not time out.
This option can be configured here, or in the default remote station configuration.
Connection Call Warm Down Time
This value represents the number of seconds a connection call should remain connected after the regular call is
disconnected. Once this timeout is expired, the connection call will be disconnected. The default value for this option
is 5 seconds.
Note: This option is not used for persistent connection calls.
Feedback
Configure how extensions are automatically assigned
Use this page to set the default values for the Automatic Extensions feature.
Each CIC station requires a unique extension. And extension is recommend to be 3 to 6 digits. A station extension
cannot start with the digit '0'.
Starting Extension
Enter the starting extension number. The default setting is 100.
Overwrite existing extensions
Select this check box to change already existing extensions with the new extension numbers. By default, this option is
not enabled.
Next Station Extension
The next station extension is always the starting extension.
Feedback
Custom attributes
The Custom Attributes page allows you to add customized attributes so that you can reference your own variables
and settings through the IceLib interface.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes to the Custom
attributes page in the User Configuration dialog box and the Workgroup Configuration dialog box dialog box are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
The page contains a list for the attributes and displays a Name and a Value column, and has the following buttons:
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Interaction Administrator Printable Help
Add
Click Add and select an existing custom attribute from the pull-down list, enter a new custom attribute. If creating a
new attribute, use a unique name, otherwise the existing attribute will be overwritten.
Edit
Click Edit to change the value of an existing custom attribute.
Delete
Click Delete to delete an existing custom attribute.
Manage Attributes
Click Manage Attributes to open a dialog box that displays a list of custom attributes. Click Add or Delete to
manage the appearance of the custom attributes in the pull-down list.
The custom attributes are saved in the path of the root container. This Path is displayed at the bottom of the dialog
box.
Note: For more information on the Interaction Center Extension Library (IceLib), see The System APIs section in the
CIC Documentation Library on the IC server.
Feedback
Add a station
To add a station
1.
In the <IC_Server> container, double-click the Stations container.
2.
In the list view window, right-click and then click New.
The Entry Name dialog box appears.
3.
Do one of the following:
•
In the box, type the station name.
•
Click
4.
Select the station type and then click Next.
5.
Complete the configuration options. Depending on the type of station you are creating the configuration
options vary.
to browse for the station.
Note: If you are using a station template, some values may already be completed for you.
Related topics
Station types
Configure a station
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Feedback
Station name
Type the name of a station connected to the network with the IC server. A station can be one of the following kinds of
devices:
•
Workstation (a PC on the network, such as SUPPORT1PC)
•
A phone not directly connected to the CIC (such as a remote employee working at home)
•
Fax machine (a stand-alone fax machine, such as HPOfficeJet1)
Browse
Click Browse to select a station from the network. The Browse location defaults to the last open domain.
Hint: Type a descriptive station name to more easily identify the kind of station, its location, the user, or another key
attribute that uniquely identifies the station (such as Conference_Room_Phone, Mktg_Fax_Machine, and so on).
Related topics
Add a station
Feedback
Station types
You can create several types of stations:
Station Type
Description
Workstation
A PC (with a phone) on the network in the same domain as the IC
server.
Stand-Alone Phone
A telephone that is NOT associated with a PC, but that has an
extension number on the Interaction Center server.
Stand-Alone Fax
An independent fax machine with its own phone line (for example,
HP OfficeJet).
Remote Station
Unified Messaging
A station assigned to a user or agent who runs a CIC client outside
of the network domain of the IC server.
This station type defines the station as a Third Party Unified
Messaging provider. This station type is only available when a SIP or
a Third Party Unified Messaging license is present.
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Interaction Administrator Printable Help
Once a station entry is complete, the only way to change that station's name is to create a new entry with the new
name and configuration attributes and then delete the original station.
Note: All stations have dialing Access Controls that determine what kinds (for example, classifications) of phone
numbers each station is permitted to dial. This provides a level of dialing security to prevent toll fraud.
Feedback
Station configuration
Use this page to enter a physical extension for the station and complete the configuration options that are specific to
the type of station that you are creating.
Station Extension
Type a unique extension number for this workstation's analog (or PC) phone. During the installation of the CIC clients,
the Station Extension is created based on the user's input. You can enter any extension number you like (as long as it
does not conflict with existing numbers), but it is helpful to preserve a visible relationship between a user's logical
extension and his or her default workstation extension.
The extension can be dialed directly to ring the analog phone at this workstation, regardless of who is logged in to
the network at this workstation. The analog phone at this extension also rings if:
A call is sent to a user's queue on his or her default workstation, that user does not have a DND status, and the Ring
Always check box is selected. It doesn't matter if a CIC client is running or not when the Ring Always check box is
selected.
Note: If the Enable Regional Dialing option is selected in Regionalization - Location, and a change to a user
extension creates an extension conflict, a message appears with the duplicate extensions. To streamline the process
of resolving the duplicate extensions, click Copy to Clipboard. Then paste the content to a program that supports
CSV (like Microsoft Excel).
Active
Select this check box to activate the station. This enables the station to place and receive calls. Clear the check box to
deactivate the station, preventing calls from coming in to or going out from
the station.
Preferred Language
Select the preferred language for the prompts for this station. The default setting is <System Default>.
Auto Conference
If this check box is selected, and if a call is already connected or held at the station, a conference is created between
the new incoming call and the existing call(s). An announcement of the new call is played to the existing call(s) before
the conference is established.
PIN
If you enabled Auto Conference you must enter the Personal Identification Number.
Related topics
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Overview of the default station
Addresses
Audio
Transport
Session
Authentication
Phone
General
Appearances
Region
Licensing
Licenses for standalone fax and phone stations
Access control
Options
Call forwarding
Emergency information
Feedback
Remote Station Configuration
Use this page to configure the remote station.
Active
Select this check box to activate the station. This enables the station to place and receive calls. Clear the check box to
deactivate the station, preventing calls from coming in to or going out from the station.
Connection
Enter the phone number or SIP address for this connection.
Ring Always
This check box controls whether or not the telephone associated with a workstation rings when incoming calls alert
on that station. The Ring Always check box always overrides the setting in the CIC client. If the station configuration
in Interaction Administrator has Ring Always selected, on the Client Configuration page, the "Ring telephone for calls"
option is selected and grayed out by default and the user can not override it.
Select this check box if you want the station telephone to always ring when the user receives a call, even if the CIC
client is not running or if the Ring Telephone check box is not selected. Clear this check box to allow the state of the
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Interaction Administrator Printable Help
Ring telephone for calls check box to determine if a user's default workstation telephone rings when a new interaction
arrives for a user.
Notes: Selecting Ring Always prevents the agent/user from controlling the telephone ringing - this setting always
overrides the CIC client option.
This option must be selected to properly enabled a default workstation for a user.
Use Global Remote Station Settings
Select this check box to use the Station Connections are Persistent, Connection Timeout, and Connection Call
Warm Down Time settings as defined in the Default Station Configuration for Remote Stations.
Station Connections are Persistent
Select this check box to maintain a persistent voice connection to the IC server. The audio path will not disconnect
until the station initiates the disconnection.
Clear this check box to indicate when CIC determines that the audio path to the station is no longer needed, and CIC
will initiate the disconnection.
Connection Timeout (min)
If a station connection is persistent, you can configure the timeout in minutes. If you leave a remote station
connected, it will stay connected until it is manually disconnected, which could result in additional billing. By setting
this parameter to a value in minutes greater than 0, the connection will timeout at the set number of minutes. By
default, this setting is 0, meaning it is disabled.
This option can be configured here, or in the remote station configuration.
Connection Call Warm Down Time
This value represents the number of seconds a connection call should remain connected after the regular call is
disconnected. Once this timeout is expired, the connection call will be disconnected. The default value for this option
is 5 seconds.
Note: This option is not used for persistent connection calls.
Related topics
Overview of the default station
Feedback
Multi-Server Site
The Multi-Server Site page appears if the following conditions apply:
•
This station is a workstation, a stand-alone phone or a stand-alone fax
•
Your release of CIC includes the Multi-Server Administration license
Use this page to select the multi-server site settings.
Home Site
Select the Home Site using the
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button which allows the selection of site IDs as defined by the peer sites.
Interaction Administrator
Current Site
This is the Current Site for this station, and is read-only.
Muti-Server Home Site Allocation option
Also available from the right-click menu in the stations container, is the Multi-Server Home Site Allocation option.
Select this option to open the Site Allocation dialog box and apply random site IDs or specific site IDs to stations. The
site ID(s) can be applied to all selected stations, all stations, or all stations without an existing site ID.
Note: Site IDs can be applied to Workstation, Stand-alone Phone, or Stand-alone Fax station types only.
Related topics
Overview of the default station
Station Licensing
Feedback
Station licensing settings
Use this page to assign licenses to the station or station template. This page applies to Workstations or Remote
Stations.
Note: If you enabled the Enhanced Interaction Administrator Change log, then changes to station licenses are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Licensed Machine Name
You can associate a station with a specific machine. Typically the Licensed Machine Name is the station name, but
you can select the check box to override this setting. Click ... to select the machine name.
The machine name cannot be a duplicate of an already Licensed Machine Name. This is a required field used for
licensing only, and it cannot be blank.
When you log in to ICBM, use the machine name that is associated with the station. You will not be logged off the
client to which you are currently logged on.
If a module requires station audio, the module will check to see if there is a logged in station that supports audio. If
there is not a station that supports audio, the audio functionality will be disabled.
Basic Station License
This license represents an audio path between CIC and a station. This license is not required, but without it the audio
for station will not play, and there will be no dial tone. A non-audio station may be used or for non-audio interactions.
Remote Stations must be assigned a Basic Station license.
Client Access License
Assigning this license to the station allows the client functionality of the CIC clients. Without this license assignment,
no CIC client will not run on this station.
ACD Access License
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Interaction Administrator Printable Help
Select this check box if this workstation is an ACD station, then select the type of ACD license. These are the available
types of ACD licenses:
•
Media 1 - This license allows 1 interaction type at a given time.
•
Media 2 - This license allows 2 interaction types at a given time.
•
Media 3 Plus - This license allows 3 or more interaction types at a given time.
If Media 1 or Media 2 type of ACD licenses is selected, you can click Interaction Types and select the type of
interaction from the list to apply to the license. Interaction Types is grayed-out and not available if Media 3 Plus is
selected.
Notes: Failure to have a ACD Access License assigned to the station will prevent that station from being ACD active.
If the station (Station A) is assigned a Basic Station license and two different users (User A and User B) each have all
other necessary rights (i.e., Client Access) assigned to them, then both users can simultaneously login to that station,
(User A and User B can both be logged into Station A at the same time). If the second user to login does not have
the necessary licenses assigned, then the second user login will fail.
Interaction Process Automation License
Select the Interaction Process Automation check box if this station is an Interaction Process Automation station, and
then select the type of license to assign to that station.
These are the available types of Interaction Process Automation licenses:
•
Direct Routed Work Items (I3_ACCESS_IPA_USER) license: Enables you to launch any process to which you
have rights. It also enables you to receive Work Items that are directly routed to you.
•
Group Routed Work Items (I3_ACCESS_IPA_USER_ACD) license: Enables you to receive Work Items that are
either routed to you directly or as a member of a workgroup (similar to an ACD queue).
Note: The Group Routed Work Items license includes the Direct Routed Work Items license.
For more information about designing processes, refer to the Interaction Process Automation Technical Reference
and the Process Designer online help.
License List
This list displays additional licenses that are available. Select the licenses you wish to assign to this station.
Enable Licenses
Select this check box to set the license settings to Active. If unchecked, the licenses settings on this page are ignored
by the system. This is a way to turn off licensing for a station, but keep the license settings.
Click OK to save your changes. These license assignments are immediately reflected in the license counts in the
Licenses Allocation container list.
Note: For specific license information on each type of license, see IC Licensing Overview Technical Reference in the
CIC Documentation Library.
Related topics
Overview of the default station
About Remote Stations
Licensing
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Interaction Administrator
Other Station Licenses
Feedback
Licenses for stand-alone fax and stand-alone phone stations
Note: If you enabled the Enhanced Interaction Administrator Change log, then changes to station licenses are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Use this page to assign licenses to the station or station template. This page applies to Stand-alone Fax and Standalone Phone station types.
Basic Station License
This license represents an audio path between CIC and a station. This license is not required, but without it the audio
for station will not play. A non-audio station may be used or for non-audio interactions.
A Standalone Fax and Standalone Phone should always be assigned a Basic Station License. A Bus Device Fax station
does not use a Basic Station License.
Note: If the station (Station A) is assigned a Basic Station license and two different users (User A and User B) each
have all other necessary rights (i.e., Client Access) assigned to them, then both users can simultaneously login to that
station, (User A and User B can both be logged into Station A at the same time). If the second user to login does
not have the necessary licenses assigned, then the second user login will fail.
Recorder Access License
Assign this license to enable the ability to record on this station.
Enable Licenses
Select this check box to set the license settings to Active. If unchecked, the licenses settings on this page are ignored
by the system. This is a way to turn off licensing for a station, but keep the license settings.
Click OK to save your changes. These license assignments are immediately reflected in the license counts in the
Licenses Allocation container list.
Note: For specific license information on each type of license, see the IC Licensing Overview CIC Documentation
Library.
Related topics
Overview of the default station
Feedback
Station access control settings
Station Access Control enables you to specify the outbound dialing privileges for a station, if any.
Select one or more classification names from the list of Available classifications and add them to the Currently
Selected list to give the selected dialing privileges to this station. If someone attempts to place a call from this station
and the dialed phone number is not supported in one of the phone number classifications for this station, CIC plays a
prompt saying that the station does not have sufficient dialing privileges to place the call.
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To give this station all dialing privileges, automatically including new classifications added in the future, select the
[All*] entry, and then click Add.
To prevent a CIC station (such as a stand-alone phone) from having any dialing privileges, leave the Currently
Selected list of classifications blank. If someone attempts to place a call from a disabled station, CIC plays a prompt
saying that the station does not have sufficient dialing privileges to place the call.
Phone number classifications are defined in the Classifications page and used in the Dial Plan page in the Phone
Numbers container.
Related topics
Overview of the default station
Feedback
Station options settings
Use this page to set station options.
Timeout for Incoming Interactions
This setting determines the number of seconds an incoming interaction rings at the CIC client station before the
interaction quits alerting and proceeds to the next step in the handler (for example, goes to voicemail or changes an
ACD agent’s status to ACD-Agent not answering and offers the interaction to another agent). The default value is 15
seconds; entering 0 (zero) also means 15 seconds. The minimum value is 7 seconds, which allows at least one full ring
cycle. For North America, the standard ring duration for one ring is six seconds, which includes two seconds of ring
and four seconds of pause time.
Use IC Follow Me (applies only to Exchange - Unified Messaging users)
Select this option to rely on the IC server instead of the UM platform to perform this function.
Require Forced Authorization Code
Select Require Forced Authorization Code to require users to enter an extension and a password for certain phone
classifications assigned to this station. The phone classifications have been previously set up by the server parameter
"Toll Call Classifications." This setting does not apply to UM station types.
Station has MWI message light (this option is not available on a managed workstation)
Select Station has MWI message light so the system will turn on the message light (on Caller ID and ADSI
telephones) whenever a caller leaves a voice message. When the message is picked up, the light is automatically
turned off.
Note: To fully enable the MWI feature, you must activate MWI at the default station level, the station level, and the
user level.
Outbound ANI
Enter the ANI/Caller ID for the system to send when making an outbound call from this station.
Notes: If a user is logged into the station and makes a call, the user's configuration for the Outbound ANI overrides
this setting.
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This Outbound ANI option does not override a call placed with a specific Calling Party Number and Calling Party
Name. Call Forwarding and Follow-me numbers placed as outbound calls use the Forwarded Parties ANI and Name
where allowed.
Related topics
Overview of the default station
Activate MWI for the default station
Activate MWI for a user
User's configuration for the Outbound ANI
Feedback
Station call forwarding options
You can configure this station to forward calls if it is busy or there is no answer.
Forward calls to this extension
Type the extension to forward calls to in the box.
When this station has an active call, forward these calls:
Select this box to forward calls when the station is in use. To select which calls to forward when the line is busy, click
the drop-down arrow and:
Select
To
Internal
Forward all internal calls.
External
Forward all external calls.
Unknown
Forward all calls that cannot be determined if they
are internal or external.
All
Forward internal and external calls.
When calls go unanswered, forward these calls:
Select this box to forward calls that are not answered. To select which calls to forward when the phone rings and
there is no answer, click the drop-down arrow and:
Select
To
Internal
Forward all internal calls.
External
Forward all external calls.
Unknown
Forward all calls that cannot be determined if they
are internal or external.
All
Forward internal and external calls.
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Note: You can also configure Client templates to enable additional Call Forwarding and Follow Me features. For
more information on client templates, see Call Coverage and Follow Me.
Related topics
Overview of the default station
Call Coverage
Follow Me
Feedback
Station emergency information settings
Use this page to set station location options that are used in the event of an emergency.
Description
Enter the description of the location of this station. This description is displayed in station group directories in the CIC
clients. For example, a description might be "Conference Room 1."
Emergency Access
Use this section to enter emergency access information for this station for emergency support.
Calling Party Number
Enter the outbound ANI (10 digit numeric) to use for emergency calls from this station. The Automatic Location
Identification (ALI) record field is CPN and in "emergency" terminology it is Emergency Location Identification
Number (ELIN).
Location
Enter the location information (60 digit alpha-numeric) for emergency personnel dispatched (i.e., Building 1, floor 3,
north wing, office #26, next to elevator). The ALI record field is LOC.
Customer Name
Enter the name (32 character alpha-numeric ) to provide for this station (i.e., John Smith). The ALI record field is NAM.
Related topics
Overview of the default station
Emergency classification
Managed IP Phones
Feedback
Managed IP phones
CIC systems using SIP can reduce initial IP phone configuration time and ongoing maintenance with managed IP
phones. A provisioning subsystem manages the configuration of all IP phones in Interaction Administrator.
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Interaction Administrator
Related topics
Managed IP phone template concepts
Add a managed IP phone or template
Configure managed IP phones or templates
Registration Group Configuration
Ring Sets
Default IP Phone
Templates
Feedback
Add a managed IP phone or template
To add a managed IP phone or template
1.
In the <IC_Server> container, do one of the following:
•
To add a managed IP phone, double-click the Managed IP Phones container.
•
To add a managed IP phone template, double-click the Templates container.
2.
In the list view window, right-click and then click New.
3.
In the Name box, type a unique name. To create a managed IP phone template that is based on an existing
workstation, click Browse.
4.
If you are adding a managed IP phone and want to use a template, from the Template list, select the
template. For more information on templates, see Managed IP phone template concepts.
5.
In the Type list, select the appropriate type for the phone.
6.
In the Manufacturer list, select the manufacturer.
7.
In the Model list, select the model of the phone.
8.
The Access Control Group field appears if one or more access control groups have been added in the
Access Control Groups subcontainer, which is found in the People container.
9.
To associate this IP managed phone with an access control group, click ... and then select the access control
group.
10. Click OK.
The Managed IP Phone Configuration dialog box appears.
11. Use the tabs in this dialog box to configure the managed IP phone or managed IP template. For complete
information on the configuration settings, use the links under Related topics.
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Related topics
Overview of configuration settings for managed IP phones and templates
Managed IP phone template concepts
Select access control group
Right-Click Menu Commands
Feedback
General settings: Interaction SIP stations or templates
The following table describes the general settings for Interaction SIP stations or templates. For information on how to
access these settings, see Configure managed IP phones or templates.
Setting
Description
Default
The name of this IP phone must be unique.
Name
Specified when the phone is added
Click Browse to locate an existing station.
Active
Inactive phones do not receive calls.
Active
The MAC address must be in the format
xx:xx:xx:xx:xx:xx.
MAC Address
Interaction SIP station MAC addresses start with
00:26:fd.
Note: Changing the MAC address will reload a
previously registered managed IP phone.
The correct full computer name is listed on the SIP
soft phone user's computer. Navigate to My
Computer --> Properties --> Computer Name and
note the Full Computer Name. For example:
PattyJ.acme.com
or...
Full Computer Name PattyJ
This option is available for SIP soft phones only.
Notes: Changing the Full Computer Name will
reload a previously registered managed IP phone.
When you add a SIP Soft Phone, CIC automatically
trims extra whitespace from the beginning and the
end of the Full Computer Name.
Registration Group
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The default options are:
Default Registration Group
Interaction Administrator
•
•
Default Registration Group
Default Secure Registration Group
You can create other registration groups in the
Registration Groups container.
All station appearances are in this same location.
Time zone information is read from the location and
used to set the phone time, DST settings, and so on.
Location
Preferred Language
Note: If the Enable Regional Dialing option is
selected, and a change to this location creates an
extension conflict of a managed IP phone, a
message is displayed listing duplicate extensions.
For later reference when resolving conflicts, click
Copy to Clipboard to copy the listing, and then
paste the content to a program that supports CSV
(like Microsoft Excel).
Default Location
This option is available only if multiple languages are
installed.
Select the language for all prompts for this managed
IP phone. The available options depend on the
installed languages.
System Default
The audio stream on this IP phone can be
unencrypted using RTP (Real Time Protocol) or
encrypted using Secure RTP (SRTP).
Audio Protocol
•
To use SRTP, you must choose TLS as the
Transport Protocol
•
Choose SRTP only if the endpoint(s) on this
line support SRTP.
•
If you select SRTP, it enables the Security
option (below). Calls between devices
transmitting and receiving SIP TLS
messages and SRTP audio are completely
secure.
RTP
Note: Interaction SIP Station phone models IP300,
IP301, IP500, IP501, IP600, and IP601 do not
support this audio protocol option, therefore this
field is not displayed for these models.
Determines whether the time zone of the associated
location is used to set the date/time.
Use Location Time
Zone
Note: You can also configure the time zone on the
DHCP server. If you configure the time zone both
on the DHCP server and in Interaction
Selected
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Interaction Administrator Printable Help
Administrator, then the time zone on the DHCP
server is used.
Firmware Version
The available firmware options are listed.
The time zones listed are the same as Windows time
zones.
The managed IP phone will use this time zone to set
the daylight saving time information.
Time Zone
Note: You can also configure the time zone on the
DHCP server. If you configure the time zone both
on the DHCP server and in Interaction
Administrator, then the time zone on the DHCP
server is used.
(UTC-05:00) Eastern Time (US &
Canada)
The SIP Soft Phone does not support this time zone
option.
There are three types of station appearances (or an
existing station may be selected). Not all types of
appearances apply to all phones:
•
Station Appearance - This is a regular
station appearance. For example,
ManagedIPPhone105 has a regular station
appearance by default labeled
ManagedIPPhone105 on this station. (The
label can be edited.) Interaction SIP Station
uses only one station appearance.
•
Shared Station Appearance - This is an
appearance that is assigned to another SIP
station. If the key that is associated with this
appearance is pressed, an incoming call can
be picked up from the other SIP station.
Station Appearances
Note: This option does not apply to
Interaction SIP Station or a managed IP
phone using a SIP bridge.
•
External Registration - The IP phone
obtains its registration outside the IC server
or the managed proxy system. For example,
one station appearance for the IP phone
connects to the IC server, and another
appearance connects to an outside SIP
server.
Note: This option does not apply to a
managed IP phone using a SIP bridge.
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Not specified
Interaction Administrator
After you add, edit, or remove station appearances,
you must reload the phone.
Related topics
Configure managed IP phones or templates
Support Site special notices
Add Registration
Registration Group
SIP Bridge
SIP Bridges Configuration
Location
Enable Regional Dialing option
Managed IP phone appearance configuration
Feedback
Options: Interaction SIP stations or templates
The following tables describe the options for Interaction SIP stations or templates. For information on how to access
these settings, see Configure managed IP phones or templates.
General
Option
Description
Default
Ring Always
When this setting is enabled, the phone will always
ring when the user receives a call, even if a CIC client Not selected
is not running.
Inband Call Waiting
Tone
When this setting is enabled, the phone will emit a
tone on an incoming call when another call is active
SIP Receive Port
This is the port that the IP phone uses to send and
receive SIP signaling packets using the TCP and UDP 5060
transport protocols.
Not selected
This is the port that the IP phone uses to send and
SIP TLS Receive Port receive SIP signaling packets using the TLS transport 5061
protocol.
Media Port Start
Range
Use this setting for Polycom and Interaction SIP
Station phones that need to use a different port
range than the default ports for audio traffic. Set this
Depends on the device manufacturer
to a valid port number that begins the new range of
ports to use for audio. Reasons to use this include
phones that are behind a firewall, or that use port
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forwarding, or that have another reason to specify a
different port range.
If Interaction SIP Stations use both RTP and RTCP for
the audio stream, a new port number specified in the
Media Port Start Range (e.g., 6400) will apply to
RTP audio, and RTCP audio will automatically use
one port number higher (e.g., 6401). The default port
number of 4000/4001 on Interaction SIP Stations
works well for most situations.
This is the network speed over the Ethernet for the IP
phone through the LAN port.
Acceptable values are:
•
•
•
•
•
LAN Port Mode
1 Gbps Full-duplex
10 Mbps Full-duplex
Automatic
10 Mbps Half-duplex
100 Mbps Full-duplex
100 Mbps Half-duplex
This is the network speed over the Ethernet for the IP
phone through the PC port.
Acceptable values are:
•
•
•
•
•
PC Port Mode
1 Gbps Full-duplex
Automatic
10 Mbps Full-duplex
10 Mbps Half-duplex
100 Mbps Full-duplex
100 Mbps Half-duplex
Interface
Option
Description
Default
Ring Volume (0-9)
This value sets the ring volume heard in the agent’s
headset. When the phone configuration is reloaded
or the device is rebooted (e.g., the network cable is
unplugged and reconnected), the phone resets ring
volume to this default value.
5
Emergency Information
Option
Description
Description
The description of the location of this IP phone. This
description is displayed in station group directories
Not specified
in the CIC clients. For example, a description might
be "Conference Room 1".
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Location
The location information (60 digit alpha-numeric)
that is provided to dispatched emergency personnel
Not specified
(for example, Building 1, floor 3, north wing, office
#26, next to elevator). The ALI record field is LOC.
Calling Party
Number
The outbound ANI (10 digit numeric) to use for
emergency calls from this IP phone. The Automatic
Location Identification (ALI) record field is CPN and Not specified
in "emergency" terminology it is Emergency Location
Identification Number (ELIN).
Customer Name
The name (32 character alpha-numeric ) to provide
for this IP phone (i.e., John Smith). The ALI record
field is NAM.
Not specified
Related topics
Configure managed IP phones or templates
Feedback
Information: Polycom phones or templates
The following table describes the information that is shown for Polycom phones or templates. This information is
automatically updated when the IP phone, or an IP phone that uses the template, is registered.
For information on how to access these settings, see Configure managed IP phones or templates.
Detail
Description
Phone
This is the manufacturer and model of the IP phone
device.
Type
This is the type of station (workstation or standalone phone.
IP Address
This is the IP address of the device. N/A indicates
the device is not registered.
Contact Line
This is the SIP line used when the phone registered
with the IC server. This line will be used to send SIP
signaling to the phone.
Last Reload
This is the date and time when the phone requested
configuration update or the phone was reloaded
after a configuration change.
Status
This is the status of the phone from the IC server
perspective (i.e., Not registered, Up-to-date,
Reloading, Reload required.
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Max. Line Keys
This is the maximum number of line keys associated
with this device.
Max. Appearances
This is the maximum number of shared line
appearances for this device.
Notes
These are any comments CIC administrators add
about this device or the associated template.
Related topics
Configure managed IP phones or templates
Registration Groups
Feedback
Registration Group Configuration
You must specify a registration group for every managed IP phone. The registration group controls how and where
the phone is registered with CIC. It determines which phone is associated with which user, and it controls the user's
contact information.
When you add a registration group, you designate it as either regular or external. See Add Registration for more
information.
Each registration group is comprised of a list of registration entries:
•
To add an entry to a regular registration group, you can select an existing line, you can specify an entry
manually, you can designate a proxy, or you can designate a DNS server. You can specify only one line in a
regular registration group.
•
To add an entry to an external registration group, you can specify an entry manually, or you can designate a
DNS server.
The entries in a registration group are ordered. When CIC attempts to place a call to the registration group, it tries to
connect to the first entry in the list. If it connects to that entry, then it attempts to connect to the next entry in the list,
and so on. You can change the order of entries in a registration group by using the up and down arrow keys.
Notes:
A registration group can have multiple entries. The first entry in the list is the only device that has full SIP
functionality. Therefore, if you add a line registration, you must add it as the first entry. Or, if you add a DNS SRV
registration, you must add it as the first entry. You cannot add both a line registration and a DNS SRV registration to
the same registration group.
A single Polycom phone can have up to 3 devices in a registration group. Polycom registers all entries in the
registration group, even if the phone is not actively sending outbound calls to the server.
A registration group can have a maximum of 4 registration entries.
Default Registration Groups
By default, in a new CIC installation, CIC creates two permanent default registration groups:
•
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<Default Registration Group>: line type of <Stations-UDP> See SIP Line Transport for more information.
Interaction Administrator
•
<Default Secure Registration Group>: secure line type of <Stations-TLS> The certificate is set to the
domain certificate. See SIP Line TLS Security and SIP Line Transport for more information.
Interaction SIP Station does not currently support TLS, so you can choose to use the permanent <Default
Registration Group>, or create a custom registration group in the Registration Groups in the Managed IP Phones
container.
Note: See IC Managed IP Phones Administrator’s Guide in the Technical Reference Documents section of the CIC
Documentation Library on the IC server.
Registration Types
Line - Select an existing line from the pull-down list for the registration. This is currently the only type of registration
allowed for Interaction SIP Station.
Manual - Manually enter the address, port, and protocol for the registration.
DNS SRV - Enter the domain name and protocol for the registration.
Note: If you change a line that is used in a registration group, all managed IP phones using it will immediately need
to be reloaded. Any phones not reloaded will stop functioning when the line is changed.
Field Definitions
Name
This is the name of the registration group. The default registration groups are read-only and can not be renamed.
Registrations
This section displays the registration types and registration details.
Click Add to add a new registration entry to the registration group.
Feedback
Add Registration
Use this page to select the type of registration and enter the settings. The options that are available depend on the
registration group type.
If the registration group is "External," then you must define the registration settings manually or obtain them from
DNS SRV. You cannot obtain the registration settings automatically from a line or from a proxy.
If Polycom phones connect to both a primary IC server and to another SIP server, then you can create an external
group and add an external station appearance to the phones.
Switchover Systems
If you are configuring a Switchover pair on an IP phone network for managed Polycom phones, select Obtain
registration settings automatically using DNS SRV on this page to obtain registration settings from the DNS SRV
records created when you configured the network for Polycom phones.
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For more information, see IC Provisioning of Managed IP Phones in the Technical Reference Documents section of
the CIC Documentation Library.
Obtain registration settings automatically from this line
This option does not currently apply to an external registration group.
Use this option for Interaction SIP stations.
From the list, select the line from which settings are to be read. By default, the line setting is <Stations-UDP>. The
settings used from the line are the network adapter, transport, protocol, and port. In this case, switchover is handled
by the provisioning server.
CIC allows only one line registration per registration group. If there were multiple line registrations per registration
group, phones could register to the same server twice.
Note: CIC creates two default line type registration groups.
Use the following registration settings
This option does not currently apply to Interaction SIP stations.
Address: Enter an IP address or host name. and the protocol (default: UDP) address. IP addresses are pass-through
strings to support IPv6.
Port: Enter the port to be used. The default is 5060.
Transport Protocol: Select the type of transport protocol. The options are UDP, TCP, and TLS. The default is UDP.
Obtain registration settings automatically from this proxy
This option does not currently apply to Interaction SIP stations, nor does it apply to an external registration group.
SIP Proxy: The SIP proxy that is trusted and available appears here.
Alternate Address: Type the alternate SIP proxy address in the format where the proxy is appended to the address,
like "1|Proxy|proxy1|TCP|10.10.10.10." If you leave this field blank, the value is location-based.
Transport Protocol: Select the type of transport protocol for the proxy. The options are UDP, TCP, and TLS. The
default is UDP.
Obtain registration settings automatically using DNS SRV
CIC allows only one DNS SRV registration per registration group, otherwise phones could register to the same server
twice.
Domain: Type the DNS domain name.
Transport Protocol: Select the type of transport protocol. The options are UDP, TCP, and TLS. The default is UDP.
Note: Shared appearances do not attempt to register with managed SIP proxies. If a registration group has multiple
entries, one of which is a managed SIP proxy, shared appearances using that registration group will attempt to
register with all other entries, but not with a managed SIP proxy. Other (non-shared) appearances register as usual.
Related topics
SIP proxies
SIP line proxy
SIP proxy configuration - general
Endpoints
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Registration groups
Managed IP Phone configuration - general
Feedback
Registration Group Options
Use this page to select the DNS cache option and a custom certificate authority for managed IP phones.
Use Polycom Static DNS Cache
Select this check box to use cache file's preloaded resource information which is obtain when the DNS service is
started.
Certificate Authority
Select the certificate from the pull-down list to use for managed IP phones for this registration group.
Note: You must first import the certificate authority in Certificate Authorities. This option is available only if the
registration transport protocol is TLS, which requires the Advanced Security Feature license.
Feedback
Default IP Phone Configuration
Use the this page to select the menu line. This page does not apply to Interaction SIP Station.
Note: Interaction SIP Station devices do not currently support auto-provisioning. In addition, the Use digest
authentication option must be disabled to use Interaction SIP Stations on the server.
Auto-Provisioning
This line is used to provide the provisioning IVR you hear when you plug in an unprovisioned IP phone. The protocol
and security settings of this line are used on the IP phone.
For example, if you have the advanced security feature license, then you can use a TLS line with SRTP enabled. Using a
TLS line makes sure the DTMF can not be captured while entering your setup password.
Menu Line
Select the menu line for the default IP phone. The options are:
•
Stations - TCP
•
Stations - TLS
•
Stations - UDP (default)
•
An existing SIP line
Line Label
Type the name (or string) to display for the line on IP phones. This is a free-form field and the default value is "Setup".
Configuration Requests
Use this section to set the request options for the default IP phone configuration.
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Use Digest Authentication
Select this check box to enable digest authentication. Digest authentication is a protocol used with web browsers for
authenticating users browsing the Internet, and also a general protocol used for authentication, and by using SASL,
provides increased protection. If this option is enabled, enter the User Name and Password, and Confirm Password
to use as the authentication credentials. By default, this option is not enabled.
Use HTTPS Always
Select this check box to always have HTTP requests redirected to the HTTPS Port. Selecting this option requires
mutual authentication. By default, this option is not enabled.
Note: To install client certificates through configuration and provide mutual authentication, select the Use HTTPS
Always check box and set the Provision HTTPS Mutual Authentication server parameter to "Yes. Also, the client
certificates must be signed by the Default Lines Certificate Authority. For more information, See IC Managed IP
Phones Administrator’s Guide document in the Technical Reference Documents section of the CIC
Documentation Library on the IC server.
Support Insecure Legacy Phones
Select this check box to support legacy phones that do not support HTTPS protocol, which means FTP/HTTP protocol
is required. By default, this option is not enabled.
Note: If Support Insecure Legacy Phones and Use HTTPS Always options are both selected, then the HTTP
protocol channel is available only for legacy phones. All other requests are redirected to HTTPS. Therefore, later
model Polycom phones used as managed IP phones, should use HTTP directly.
Feedback
Ring Set Configuration
A ring set contains details of the type of ring that occurs on incoming internal (user to user), external (through the
main IVR or workgroup) and direct inward dial (DID) calls on a Polycom phone. By default, there is ring set <DefaultPolycom> already configured for Polycom phones. The ring sets are assigned to stations/station appearances.
Use this page to configure additional ring sets or change the behavior of the default ring set.
Name
Type a descriptive name of the ring set. The category, ring type and details are displayed below the ring set name.
Highlight the category to display the options for each setting. Select one option per internal, external, or DID setting.
The options include settings for Cadence, Wave File, Wave URL, and Visual:
Cadence - Select one of the built-in ring types (based on the IP phone manufacturer):
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•
LowTrill
•
LowDoubleTrill
•
MediumTrill
•
MediumDoubleTrill
•
HighTrill
•
HighDoubleTrill
Interaction Administrator
•
HighestTrill
•
HighestDoubleTrill
•
Beeble
•
Triplet
Wave File - Select a wave file to play for a call. The wave file location must be in \\ic}\resources\....
Wave URL - Select a valid URL for a wave file to play for a call.
Visual - Select this option to change the behavior of an incoming call, such that when a call is alerting and the user
picks up the handset, the IP phone assumes that a new call is being placed. This protects against accidentally being
connected to an alerting call.
Related Topic:
Managed IP Phone Appearances Configuration
Feedback
Change multiple IP phones
Change Multiple IP Phones allows you to edit multiple IP phones at one time. To access this feature, select two or
more IP phones in the Managed IP Phones container, right-click and select the Change Multiple IP Phones … from
the context menu.
You can change settings in the General, Option Values, and Advanced Options tabs.
Note: The Advanced Options tab appears only if one of the selected IP phones has advanced settings.
To change a setting, click on the pull-down menu and select the desired option. If you do not change a value, a
grayed-out “Leave unchanged” message is displayed. Optionally, you can right-click on a row and select "Reset" to
removed any changes already made. After clicking OK, any changes made are saved and applied to all selected (or
highlighted) IP phones. A progress dialog box appears while CIC updates the phones.
You can cancel the application of the new values, but IP phones that have already been modified do not revert to the
initial settings. If any errors occur during the process, they are listed on the Errors tab on the progress dialog box.
SIP Bridges
Feedback
SIP Bridges
A SIP bridge provides connectivity between an IP phone located at a user's home (remotely) and the IC server (office).
It allows remote users to use IP phones with a VPN connection, without requiring separate hardware. It serves as a
relay for all RTP, SIP, HTTP, and DHCP Options communications to and from the IP phone.
This section includes:
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New SIP Bridge Name
SIP Bridges Configuration: General
Feedback
New SIP Bridge Name
Type a meaningful and unique name that represents this new SIP bridge. This name is displayed in various dialog
boxes in CIC.
Feedback
SIP Bridges Configuration: General
Use this page to configure a SIP bridge by associating a registration group to it.
Before you configure SIP bridges and associated managed IP phones:
•
Determine a unique name for each bridge.
•
Get the MAC addresses of IP phones you are going to configure as managed IP phones used a SIP bridge.
Registration Group
the options are <Default Registration Group> (default) and <Default Secure Registration Group>.
SIP Bridge Details
The information displayed here shows details of this SIP bridge.
Note: Managed IP phones using a SIP bridge do not support shared appearances and external registrations.
Audio Sources
Feedback
Audio Sources Introduction
Audio Sources is a feature that provides “named” audio sources that continuously transmit audio and can be listened
to simultaneously by multiple calls. A common use of Audio Sources is for hold music, either for system-wide calls
on-hold or in-queue waiting for an agent, but there is no restriction on the use of this feature.
CIC currently supports voice resources that continuously play an audio file.
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Audio Source benefits
Audio Sources can reduce system CPU load by reducing the number of simultaneous play operations. By default,
each call requires its own distinct play operation using a portion of the host CPU. For example, if 100 callers are in a n
ACD queue with On-Hold Music configured as AgentWait.wav, 100 voice resources will be playing AgentWait.wav
each using a share of host CPU. By contrast, if you create an Audio Source named AgentWaitMusic to play
AgentWait.wav, and configure the workgroup’s On-Hold Music as AgentWaitMusic, a single play operation will
provide music for all 100 calls using only the CPU required for a single play.
System-wide on-hold music
To implement system wide on-hold music using an Audio Source:
1.
Create a name for an audio source in the Audio Source Entry Name dialog box.
2.
Configure the WAV file audio source in the Audio Source Configuration dialog box.
3.
In Interaction Designer, enter the “Audio:AudioSourceName” in the "Eic_OnHoldAudioFile" call attribute in
the OnHoldAudioRandomizerMonitor handler. This handler randomizes on-hold music for calls in an actual
“held state,” as opposed to calls connected to the IVR as the system plays WAV files or streaming audio (onhold music for ACD workgroup or custom IVR implementations). The call attribute value can also be set in a
custom handler.
ACD workgroup on-hold music
To implement ACD workgroup on-hold music using an Audio Source:
1.
Create a name for an audio source in the Audio Source Entry Name dialog box.
2.
Configure the WAV file audio source in the Audio Source Configuration dialog box.
3.
Navigate to the Workgroups container.
4.
Right-click on the workgroup you want to hear the audio source and select Properties.
5.
In the Files tab, type “Audio:AudioSourceName” in the On-Hold Music field.
6.
Repeat steps 4 and 5 for other workgroups.
Custom implementations
Use the “Audio:AudioSourceName” call attribute name in a Play Audio File tool step to create custom handlers for
other Audio Source implementations.
There is also an optional timeout setting in seconds, that can be used with the "Audio:AudioSourceName"
parameter, For example:
audio:audiosourcename:#seconds
The "#seconds" is a timeout value that TS uses to play the audio source for that number of seconds, and then stops
playing the audio.
Note: This optional timeout setting is not normally used. See the Interaction Designer online help for more
information.
Feedback
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Audio Source Entry Name
Type a name to represent an audio source.
Feedback
Audio Source Configuration
Use this page to configure the audio source.
Audio source for a WAV file
If you plan to create a WAV file, a safe format to use (which is also optimal in many configurations) is 8 kHz mono
mu-law PCM. Store it in the \\IC\Resources directory. The default WAV files are also located in the \\IC\Resources
directory.
If you have not already done so, create an audio source in the Audio Source Entry Name dialog box.
1.
In the Audio Source tab in the Audio Sources Configuration dialog, select WAV File.
2.
Set Filename to the address of the WAV file in the \\IC\Resources directory or use the Browse button to
locate the locate WAV file in that directory.
3.
Implement the audio source using the “Audio:AudioSourceName” call attribute in one of the following ways:
•
For system-wide on-hold music, in the OnHoldAudioRandomizerMonitor handler.
•
For ACD workgroup on-hold music , in the Workgroup Configuration…Files dialog.
•
To create a custom handler, in the Play Audio File tool step.
Server Parameters
Feedback
Server Parameter Configuration
Type a value for the parameter.
Parameters are like macro names that can be included as a variable in a handler step, a path to a report, and so on.
When the handler runs or the report is generated, the parameter is expanded and its value is used in the process.
Note: Parameters can have a server-level scope which is known as a server parameter, a system-wide (for example,
enterprise) scope which is known as a system parameter. Their names and configuration are otherwise identical.
Server parameters are available only on a particular IC server and system parameters are available on all IC servers
on a network.
For example, server parameter values could include a valid directory path, a DLL file name, a database name, and so
on. A system parameter might contain a corporate phone number or some other enterprise-wide value referenced
by handlers on multiple servers.
Certain chat parameters are used for Web Services.
Using Parameters
If you use multiple references to the content of a particular directory whose location may change, or if you use
multiple references to some other value that may change, you should probably define a server or system parameter.
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Using a parameter in such cases allows you to change the value in one location (where the parameter is defined)
instead of looking for and changing all locations of the value.
For example, suppose a few handlers and a configuration attribute need to reference the directory containing report
files. Create a server parameter named ReportsPath whose value is, for example, D:\EIC\Reports\. Then, wherever you
need to refer to the contents of that directory, specify the name ${ReportsPath} instead of the physical directory
name. Such references work in Interaction Administrator fields.
Note: Parameters containing directory paths (for example, ServerReportLogOutputPath) are not updated, nor are
they recognized immediately, when you change a path. To update these values, you must restart CIC.
Feedback
Packaged Server Parameters
CIC includes several pre-configured server parameters that are used in the default handlers and by various modules
on the IC server. In addition, there are several optional server parameters that modify the default behavior of the
email tools and the IC and Exchange interface.
Note: Parameters containing directory paths (for example, ServerReportLogOutputPath) are not updated, nor are
they recognized immediately, when you change a path. To update these values, you must restart IC.
Packaged
Server
Parameters
Description
M
o
d
u
l
e
AdminServe
rMonitorPat
h
This server parameter monitors paths and
replaces trailing backslash with the
following value:
I
n
t
e
r
a
c
t
i
o
n
A
t
t
e
n
d
a
n
t
${SERVER}\Parameters\Attendant Audio
Path\Value;${SERVER}\Parameters\Handle
r
Path\Value;${SERVER}\Parameters\Attend
ant Fax
path\Value;${SERVER}\Parameters\Custo
mMirrorDir\Value;${SERVER}\Parameters\
Resource
Path\Value;${SERVER}\Parameters\Rx
Document
Path\Value;${SERVER}\Parameters\Server
Path\value;${SERVER}\Parameters\Temp
Path\value;${SERVER}\Parameters\Work
Path\value;${SERVER}\Parameters\IconPat
h\Value
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Allow
Voicemail
Operator
Escape
Use this parameter to enable or disable
the (silent) option to escape to the
operator by pressing '0' during voicemail.
Acceptable values are Y, Yes, T, True or 1
to enable the parameter. Any other value
is treated as false which disables the
option.
S
y
s
t
e
m
Attendant
Audio Path
This is the default path where Interaction
Attendant's stores its audio files on the
server. This is usually
\\IC\Resources\InteractionAttendantWave
s, which is shared as the AttendantWaves
directory.
I
n
t
e
r
a
c
t
i
o
n
A
t
t
e
n
d
a
n
t
This value is set during installation, and
you should not change this value.
Attendant
Fax Path
This is the path where Interaction
Attendant's fax files are stored on the
server. This is usually
\\IC\Resources\InteractionAttendantFaxes
, which is shared as the AttendantFaxes
directory.
This value is set during installation, and
you should not change this value.
Collective
Support
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When this server parameter has a value
of 1, it tells CIC that Multi-Site is installed.
When it has a value of 0, Multi-Site is not
installed.
I
n
t
e
r
a
c
t
i
o
n
A
t
t
e
n
d
a
n
t
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u
l
t
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S
i
t
e
CreateICNot
ifierIdentityP
rovider
To reset the IC Notifier Identity
Provider entries to their default
settings, set this server parameter
to “1.”
The first time the IC Secure Token
Server (STS) starts up, it creates
and sets the IC Notifier Identity
Provider Directory Services settings.
The IC STS also creates the
CreateICNotifierIdentityProvider
server parameter and sets it to “1”
(true).
The IC STS automatically resets the
value of this server parameter to
“0” each time it resets the IC
Notifier Identify Provider Directory
Services settings to their default
values to prevent it from recreating
the entries.
CustomMirr
orDir
Specifies one or more directories on the
active server to be mirrored on the
backup server, in addition to the default
mirrored directories. Any time a file is
added, removed, or modified in one of
these directories, the change is mirrored
in the corresponding directory on the
backup server. Each directory in the list is
separated from the next by a semicolon
(;).
S
w
i
t
c
h
o
v
e
r
If you want the directory mirrored
recursively (including directory additions
and deletions), place a + in front of the
directory name.
For example:
+D:\server\ic\ImportantDir
Please refer to the Automated Switchover
technical reference for information on
mirrored directories.
Default Hold
Music File
The default value used by TS
is "SystemDefaultMusicOnHold.wav?playl
ocation=mediaserver".
Note: Handlers may override the hold
music for any call by setting the
Eic_OnHoldAudioFile call attribute.
T
e
l
e
p
h
o
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IC adds the ?playlocation=mediaserver by
default. CIC uses this default setting when
the check boxes are selected on the
Media Server General Configuration
page. Also see Audio Configuration.
DID
Voicemail
Workgroup
Use this server parameter to set
workgroups members having DID
numbers so that when a call is placed to
the DID number, callers hear the name
prompt, and then are sent to voicemail.
Type the name of the workgroup to set
this behavior.
Director
Support
You use Setup Assistant to configure a
server as a Director Support server. To
change disable monitored server support,
you can set this parameter to 0 and then
restart the IC server.
DirectoryGra
mmarFileCal
l
Use this parameter to set the resource
directory for Call grammar files. For
example,
D:\I3\IC\Resources\CallDirectory.
DirectoryGra
mmarFileCo
mpany
Use this parameter to set the resource
directory for Company grammar files. For
example,
D:\I3\IC\Resources\CompanyDirectory.
DirectoryGra
mmarFileFor
ward
Use this parameter to set the resource
directory for Forward grammar files. For
example,
D:\I3\IC\Resources\DirectoryForward.
DirectoryGra
mmarFileMe
ssage
Use this parameter to set the resource
directory for Message grammar files. For
example,
D:\I3\IC\Resources\MessageDirectory.
DirectoryGra
mmarFileM
O
Use this parameter to set the resource
directory for Mobile Office grammar files.
For example,
D:\I3\IC\Resources\MODirectory.
e-FAQ
Support
Set this parameter to 1 or True to enable
the e-FAQ controls in the Interaction
dialog. By default, this parameter is set to
0.
EnableDyna
micStatusIco
nUpdates
This parameter protects network
bandwidth by limiting when CIC clients
display a new status icon after you
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change it.
By default, all CIC clients will display the
new status icon after they log out and log
back in. Set this parameter to Yes to
enabled all logged-in CIC clients to
dynamically receive the new status icon.
EnableSuper
visoryRecor
dAndMonit
or
Allows an administrator to turn on the
hidden supervisory recording.
If the server parameter is set to Yes on
the server, the CIC clients will suppress
the indication of Workgroup Queue
Supervisor Monitoring or Recording.
When this parameter is added or
modified, all CIC clients need to be
restarted for the change to become
effective.
By default, this parameter is set to No.
Note: If you change the setting of this
server parameter, Session Manager must
be restarted to recognize the change. The
change will not affect any interactions
that are currently in-progress until an
update occurs for them.
For more information, see Who can see
and listen to recordings
External
Priority
Voicemail
Set this parameter to Yes for an external
caller to set the priority of the voicemail.
By default, this parameter is set to No.
Generate
CBO
Statistics
This parameter applies to IC
subsystems that use an Oracle
Database only. Setting this parameter
will have no effect on IC subsystems
that use a SQL Server Database.
Set this parameter to a value in the
format 'HH:MM' with the time that the
statistics collection should run. Removing
the parameter or clearing the value will
disable the job from running. On a large
database this can be a time consuming
process, and should be scheduled in offtime if possible.
Handler
Path
Specifies the active handler storage
directory on the IC server.
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Held Call
Timeout
(This server
parameter
is now a
setting in
IC server
Telephony
Parameters
- General
configurati
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Obsolete as server parameter. Specifies
the number of seconds a call can remain
on hold before TsServer signals an event.
The minimum setting is 2 seconds and
the default setting is 900 seconds (15
min). By default CIC uses this event to
automatically disconnect the held call
after 15 minutes.
By default CIC uses this event to present
the caller with an IVR (or use "menu" vs
IVR) allowing the caller to stay on hold,
go to voice mail or re-alert the user. If no
option is selected, the call will
automatically be disconnected after the
timeout limit is reached.
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Also, the call must be placed on hold by
the user, not by the system (for example,
ACD-Wait Agent is not a valid on hold
state in this instance) .
I3Tables
Path
Specifies the path for the location of
table data used by IC handlers. You
cannot save table data without this
parameter. The default location on the IC
server is: \\ic\Common\I3Tables
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IconPath
This value is set and used during IC server
installation to determine where in the
Start Menu to create the shortcuts to CIC
help files and applications.
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Do not change this value.
Ignore Dial
String
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Set this parameter to True for CIC to
ignore the "+" beginning a dial string. By
default this parameter is set to False.
Interaction Administrator
Leading Plus
Sign
Ignore Dial
String
Leading
Slash
Set this parameter to False for CIC to
acknowledge the "\" beginning a dial
string. By default this parameter is set to
True.
InitialMirror
Dir
Specifies one or more directories on the
active server to be mirrored on the
backup server when the IC server starts,
in addition to the default mirrored
directories. Each directory in the list is
separated from the next by a semicolon
(;).
If you want the directory mirrored
recursively (including directory additions
and deletions), place a + in front of the
directory name.
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For example:
+D:\server\ic\ImportantDir
Please refer to the Automated Switchover
technical reference for information on
mirrored directories.
Interaction
Limit (Chats)
This is the maximum number of chat
interactions that are allowed in the CIC
system at any given time. The default is
4000.
This server parameter is dynamic,
meaning that any change to it takes
effect immediately.
If there are chat interactions in the queue
when you set a new limit, and your new
maximum number is less than the
previous maximum number, then the chat
interactions that are currently in the
queue will remain there. However, no
new chat interactions will be added to the
queue until the number of chat
interactions in the queue falls below the
new limit.
Interaction
Limit
(Emails)
This is the maximum number of email
interactions that are allowed in the CIC
system at any given time. The default is
10000.
This server parameter is dynamic,
meaning that any change to it takes
effect immediately.
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If there are email interactions in the
queue when you set a new limit, and your
new maximum number is less than the
previous maximum number, then the
email interactions that are currently in the
queue will remain there. However, no
new email interactions will be added to
the queue until the number of email
interactions in the queue falls below the
new limit.
Internal Call
Classificatio
ns
The default name of the phone number
classification for calls within the CIC
system (for example, station-to-station
calls) is Intercom. That classification could
also be named Internal and work
identically. CIC handlers look for the
name(s) in this server parameter to
determine the name of the classification
to use for dialing internal calls. If you
change (for example, translate) the name
of the Intercom classification, you must
add that name to this server parameter.
This parameter is a comma delimited list
of Classifications that are designated for
internal calls. The default value of this
parameter is Intercom,Internal and
is setup during the server install.
Customers can add any classification,
which has been previously setup in the
Phone Number > Classifications
configuration, to this list. (Our default dial
plan is configured with Intercom as the
internal call classification.) Any
Classification that appears in this list will
be treated as an internal call by the
handlers that process manual and CIC
Client dialing.
Keep
Internal
Regional
Calls On
Server
Set this server parameter to Enable, E,
Disable, D, Same Region Only, or S to
limit calls that can be completed as
intercom calls rather than "out and back
in" (tromboning) through the PSTN.
Last Known
Good
Backup
D:\I3\IC\Backup\RegistryBackup_18-82011-825171
Mirror
Exceptions
Specifies the extensions of any files that
you do not want to mirror. Separate
multiple extensions with a semicolon, for
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example: txt;gif;myext.
Mobile
Office DID
This parameter adds capability to direct
dial into Mobile Office based on a
configured DID. When the user calls the
DID, the ANI is recognized as a number
associated with a user and is prompted
for the voicemail password for Mobile
Office. By default this parameter is <Not
Set>.
PlayUserPro
mpts
When this parameter is set to false,
internal calls and transferred calls will not
announce the name and extension that is
being called.
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PlayUserPrompts = True
Prompts will be heard for all calls.
PlayUserPrompts = False
User prompts will not be heard on
internal calls and calls transferred
internally. You should just hear the phone
ring.
The default value for this server
parameter is false.
Mobile
Office ANI
Pattern
Patterns are defined in the "Mobile Office
ANI Pattern" server parameter. Patterns
use "X" for digits along with any other
characters as literals, so the pattern "+1
(XXX) XXX - XXXX" would format
3178723000 as "+1 (317) 872 - 3000".
Because the ANI may not be stored in the
user's settings in the same format in
which it is received, the tool will try to use
the following patterns (in order) for the
search:
Any pattern specified using the "Mobile
Office ANI Pattern" server parameter is
used first, followed by:
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(XXX)XXX-XXXX
(XXX) XXX-XXXX
1-XXX-XXX-XXXX
1-(XXX)-XXX-XXXX
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For this server parameter, the format
should be a pipe | delimited list of
patterns. In the pattern, X is the next
available digit of the ANI, and any other
character is a literal. For example, if the
ANI is 3178723000, and the pattern is
ABC-XXX-123-XXX-XXXX, then the value
used for the search would be ABC-317123-872-3000.
NewVMPolli
ngInterval
This parameter determines the interval in
time in seconds that the IP Server queries
the Mail server for unread voicemails for
users. The default value is 240 seconds.
OutofBandR
eportDataTr
ansfer
This parameter enables Interaction
Reporter reports that run on the CIC
clients to retrieve data from the database
using a secure communication layer.
Play Queue
Announcem
ents
Set this parameter to External for user
and extension prompts to be played only
to external callers. Set this parameter to
No for no prompts to be played.
Reco Call
Type
This parameter should only be used by
the direction of an Interactive Intelligence
Support representative.
Recording
Path
A packaged Server Parameter, preconfigured, which specifies the directory
on the IC server used to store
uncompressed manually recorded calls.
The path is specified during the IC server
installation. Interaction Recorder uses its
own setting to specify the Default
Storage Location.
If you used IC Setup Assistant during, IC
Sever installation, to configure the
Interaction Recorder Compressed Files
Location, the directory you specified is
used to create the Default Storage
Location Retention Policy.
The Default Storage Location Retention
Policy for compressed and processed
recordings can be modified using
Interaction Recorder Policy Editor. For
more information, see Interaction
Recorder and Interaction Quality Manager
Technical Reference in the CIC
Documentation Library.
RecordServe
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Enter the name of the recording server.
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ReportCom
ponentsInst
alled
Used by various CIC systems to
determine which type of reporting is
installed. Do not change this value.
Reporting is considered active when
REPORTS is found in the string of this
parameter. All references to the Report
tab in the CIC clients are disabled when
reporting is considered inactive (when
REPORTS is not found in the string of this
parameter).
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ReportFilePa
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Specifies the path to the report templates
used to generate reports from CIC clients.
The default value is
\\${ServerName}\IC_Reports.
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ResetCalledI
DOnExternal
Transfer
If the call is in the IVR and the call is
blindtransfered to a nonNative(EXTERNAL) IC Directory
Number/Queue then CIC will reassign the
Cisco TAPI Call Attribute “CalledID” to the
value it’s redirecting it to. This works well
when CIC is acting as a front end to
another PBX.
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Example:
1.) Call come into Main IVR (CalledID =
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2.) CIC performs a blind transfer to
another PBX at 3010.
3.) When the PBX gets the call. (CalledID
= 3010)
ResetCalledI
DOnTransfer
ToUser
This reassigns the Cisco TAPI Call
Attribute “CalledID” value to the destine
Directory Number any time a call is sent
to a user through the alert tool step.
Example:
1.) Call come into Main IVR (CalledID =
3000)
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2.) IC Blindtransfers the call to User
logged into Station 7001. (CalledID =
7001)
3.) User then Blindtransfers to User
logged into Station 7075. (CalledID =
7001)
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Resource
Path
Specifies the directory on the IC server
used to store CIC resources such as IVR
prompts, fax cover pages, etc. The path is
specified during the IC server installation.
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Rx
Document
Path
Response management document path
on the server. Defaults to
C:\server\IC\I3RxDocs where C: is
the install drive.
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Paths to create on the server:
${Rx Document Path}
${Rx Document Path}\users
For example, if Rx Document Path =
C:\server\IC\server\i3rxdoc,
the following directories must be created:
C:\server\IC\server\i3rxdoc
C:\server\IC\server\i3rxdoc\us
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Server Path
Specifies the home directory of the CIC
system software. The path is specified
during the IC server installation.
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ServerRepor
tLogAutoN
Auto logging refers to the ability of
statserver to receive its own statistics sent
out in a notification and then log the
statistics to the database. Turn off auto
logging if you want handlers to catch this
information and log it to the database.
This parameter is for advanced
administrator use only.
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ServerRepor
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This parameter replaces the
ServerReportLogMSMQPath parameter. It
now includes support for CSV, RTM, and
other transport types.
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SNMPTrapE
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This parameter tells the I3 SNMP Trap
Monitor what SNMP traps it needs to
monitor. The values are All, I3, ININ,
Microsoft (default), and None. The Trap
Monitor can then forward these traps to
Handlers.
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Station
Event
Window
Time
Station Event Window Time is the
number of consecutive milliseconds used
to detect the maximum number of
station events (set in "Station Event
Window Limit"). Default value is 60000
ms (60 seconds), with a minimum window
of 10000 ms (10 seconds). By default, if
20 events occur within 60 seconds, CIC
disables the station device that generated
the events.
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SupressAdsi
CallDetailLo
gging
ADSI calls are not normally seen on the
queues, and cannot be logged. This
suppresses them if they should some
how end up on the queues.
After you install this optional parameter,
you may use it to control whether to log
ADSI calls.
Set the parameter to T, TRUE, Y, YES, or 1
to suppress logging ADSI calls.
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Set the parameter to F, FALSE, N, No, or 0
(Zero) to log ADSI calls.
The default setting for this feature is Yes.
You should not change this value.
SwitchAddre
ss
If the Switchover system uses a
Dataprobe device with an Ethernet
control card, this parameter specifies the
IP address.
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SwitchComP
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If the Switchover system uses a
Dataprobe device with a serial port
control card, this parameter specifies the
COM port.
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Note: This server parameter is installed
by default, but is not relevant for MIC.
SwitchMAC
Address
This parameter specifies the MAC address
of the Ethernet control card in the
Dataprobe device.
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Switchover
UDP Initial
Ping Delay
Specifies the time in seconds that
Switchover on the backup server will wait
before starting to listen for datagrams
from the active server. Acceptable values
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SwitchoverS
erver A
are between 1 and 3600 seconds. The
default value is 5 seconds.
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The name of the Switchover server
designated as the initial active server. This
server will come up as active first and will
remain so until the first Switchover
event. If the Switchover system uses a
Dataprobe device to switch lines, this is
the server connected to the “A” row.
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Note: This server parameter is installed
by default, but is not relevant for MIC.
SwitchoverS
erver B
The name of the Switchover server
designated as the initial backup server.
This server will come up as backup first
and will remain so until the first
Switchover event. If the Switchover
system uses a Dataprobe device to switch
lines, this is the server connected to the
“B” row.
Note: This server parameter is installed
by default, but is not relevant for MIC.
SwitchType
The type of switch control used between
the two Switchover servers.
If the Switchover system does NOT use a
Dataprobe device to switch lines, set the
value to None. (SIP/AudioCodes, and
Cisco TAPI systems do not use a
Dataprobe device.)
If the Switchover system uses a
Dataprobe device, set one of the
following values, depending on the type
of control card: SerialCP8, SerialK16,
EthernetEPAL, EthernetK16. Please refer
to the Automated Switchover technical
reference for information on the different
types of control cards.
Temp Path
Specifies the temporary file storage
location on the IC server.
Toll Call
Classificatio
ns
This server parameter is used for setting
Forced Authorization Codes. It is created
during installation with these values:
Long Distance;International;Unknown.
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Additional phone classifications can be
added as values, or the default values can
be deleted.
Tip: See How Do I Set Up Forced
Authorization Codes?
Unified
Messaging
Use
Enhanced
Regional
Dial Plan
This server parameter is set to 1 during
the IC server installation if one of the
unified messaging options was selected
(such as Microsoft Exchange or IBM
Notes). In this case, Interaction
Administrator can configure all mailboxes
for user, workgroup, etc. If neither unified
messaging option was selected during
installation, this server parameter is set to
zero. In this case, Interaction
Administrator will not attempt to connect
to the Exchange or Domino server, and
the Mailboxes dialogs will not work for
users, workgroups, and so on.
Contact an Interactive Intelligence
support representative for information on
this server parameter.
Use ICMS
for AdHoc
Conferences
Set this server parameter to Yes for
Interaction Conference Media Server to
host internal conferences instead of a
Media Server. By default, the parameter is
set to No.
Use
Outbound
Base Call
For
Connection
This parameter should only be used by
the direction of an Interactive
Intelligence support representative.
Use
Network
Echo
The Interaction Client's Listen feature
allows authorized users to listen to agent
calls. Normally, the listener can hear both
the agent and the external caller via
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Voicemail
Maximum
Duration
telephone sidetone. In some cases, the
listener may be able to hear the agent
but not the external party. If this happens,
change the value of Use Network Echo to
1, which dynamically tells CIC to use the
echo from the network to listen to the
remote party.
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the value to the Record Audio toolstep to
override the default values.
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The default length of voicemail
recordings in the shipping handlers 300
seconds (5 minutes), and the default
length of the voicemail recordings by the
Record Audio toolstep is 600 seconds (10
minutes). You may want to set an
arbitrary value, other than these default
settings, for this duration.
For more information on the Record
Audio toolstep, see the Interaction
Designer online help.
Web Event
Image Path
/i3webimages/
Work Path
Specifies the location of a working
directory used by the fax and voicemail
subsystems to store intermediate copies
of faxes and voicemail.
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Related topics
Automated Switchover System Server Parameters
Dialer Server Parameter
e-FAQ Server Parameters
Optional Server Parameters
Packaged System Parameters
Text To Speech Server Parameters
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Feedback
Optional General Server Parameters
The following general server parameters are optional.
To set these server parameters, add the parameters in the Server Parameters container. Then set the values as
necessary.
Optional Server Parameter
Description
Module
ACDAgentLockTimeout
This parameter determines how long the agent will
ACD
be locked out if the "Select Item" or "Release Agent Lock"
toolsteps are not called for the agent.
Without this parameter the ACD agent lockout time is 10 seconds.
ACDAvailableOnNon-ACD
Use this parameter so that agents are available for ACD
interactions when on non-ACD interactions. To be unavailable, the
agents must set their status to a non-ACD status. Set the
parameter value to any value, such as Yes, 1, true,etc., to enable it.
ACD
Without this parameter, or if there is no value entered for the
parameter, then agents are not available for ACD when on nonACD interactions.
ACDConsiderSingleTypeForEW
TAvailable
Use this parameter for ACD Queue Statistics to compare the agent
%available to the %utilization for an interaction type. Possible
values are:
•
•
•
•
•
•
•
•
ACD
call
chat
callback
web collaboration
instant question
sms message
email
generic
Note: Enter only one interaction type.
This parameter is useful if you want to route a particular
interaction type to an agent, even if the agent was unavailable due
to being on other interaction types or being on a non-acd
interaction. Setting this parameter forces a single type of
interaction to agents when otherwise the agent would be
unavailable take the interaction.
ACDDisableOnHold
ProcessingForCalls
210
A non-blank value turns off "on hold" processing for calls. This
removes the call from consideration on an Agent's utilization
"score."
System
Interaction Administrator
ACDDoNotDelete
ObjectsUntil
Deallocation
Currently, ACD skills are lost when calls are transferred. This server
parameter forces the ACD server to wait until the call is
deallocated from the system before deleting it. The value to set
this parameter is 1.
ACDDoNotDeleteObjectsUntilDeallocation=1
System
ACDInteractionLockTimeout
This server parameter determines how long the
ACD
interaction will be locked if the "Select agent" or "Release
interaction lock" toolstep is not called for the interaction.
Without this parameter the ACD interaction lockout time is 10
seconds.
ACD Recorded Workgroups
This is an optional parameter that was added for EIC so that
automatic recording could be enabled without modifying
handlers. This parameter will work with CIC too. The parameter
value is a semicolon separated list of workgroup names (not the
fully qualified queue id, only the queue name). For example, if the
following workgroups existed Marketing, Support and Sales then a
parameter value of "Marketing;Sales" would turn on automatic
recording on for those two workgroups. The Support workgroup
recording would remain off. Automatic recording is off by default
for workgroups configured as "ACD" by the Call Management
Type on the workgroup’s Configuration tab in IA. This does not
apply to workgroups configured as "Custom."
Additional Redaction
Expression
This parameter allows you to either append text to the default
filter expression or to completely replace the default filter
expression.
System
To append text to the default filter expression:
Add the Redact Using Default Expression server parameter and
set its value to Yes.
Add the Additional Redaction Expression server parameter and
specify the text to append.
To replace the default filter expression:
If you added a Redact Using Default Expression parameter, set
its value to No.
Add the Additional Redaction Expression and specify the new
default filter expression.
Allow Full Custom Headers
Use this server parameter to allow the use of custom SIP headers
(headers in addition to standard SIP headers). If you do not set
this parameter to "Yes", you can only use headers that begin with
"x-". By default this parameter is not present, so you must create it
and set it to "Yes" to enable it.
AllowScripterToBypassStatusC
heck
To allow Scripter to be exempt from status change access checks,
add this parameter and set it to yes.
If you do not add this server parameter, then errors can appear in
Scripter logs when the following situation arises:
The agent's status in the User container indicates that the "status
is user selectable."
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The user's has the View access control rights for the All and Do
Not Disturb status messages.
The agent goes on break but leaves his or her status set to
"Available."
Scripter cannot set the agent's status to "Do Not Disturb."
Allow Voicemail Save As
Use this server parameter to conditionally show or hide the Save
As menu option for voicemail messages in the CIC clients. By
default, the menu option is available (visible). Set the value to
"False" to hide the menu option.
Interacti
on
Client
Allow SNMP Process Restarts
If you use SNMP monitoring/management tools to monitor IC
server processes and you want the ability to stop/restart processes
via SNMP, create this server parameter and set the value to 1
(enabled). By default, this parameter is disabled (is not listed in the
server parameter container).
SNMP
Attendant System Profile
Attendant System Profile designates which Interaction Attendant
profile calls are routed to when
Interacti
on
Attenda
nt
Users press the star (*) key after going off hook.
See the Interaction Attendant online help for more information.
AutoAddUsernameCategory
This server parameter adds a category to each user upon startup.
The possible values are:
ACD
■ 0: Feature is turned off.
■ 1: Feature is turned on adding a suffix of "-auto" to the CIC user
name.
■ <any other value>: Feature is turned on adding a suffix of
<value> to the CIC user name.
For example, if set to "1", user JeffS would result in a category of
JeffS-auto. If set to "-Director", user JeffS would result in a
category of JeffS-Director.
Blank or <null> values are not supported. This parameter must be
present at ACD startup to take effect. The changes are not
dynamically updated in ACD Server, so adding this parameter or
changing the value of the parameter, requires a restart of the ACD
Server.
BridgeHostTrustedSites
Use this parameter to provide BridgeHost with a list of trusted IP
addresses, so that the Web server can be located almost
anywhere, including outside of the firewall, as long as it can
communicate with the IC server. By default Session Manager only
trusts connections from clients on the same subnet. If there are
more than 20 connections in a 3 second span from clients on a
different subnet, Session Manager will reject these connections.
Enter values in the following pipe-delimited format:
<IPAddress>|<IPAddress>|....
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Session
Manage
r
Interaction Administrator
Call Analysis Language
CIC can provide language specific call analysis based on the
language specified with this parameter. If this parameter and the
value is not specified here, call analysis uses CIC's default
language.
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Services
Enter the language value such as "en-US". The value of the
parameter must match an existing language folder name located
in the [drive]:[install folder]\IC\Resources\i3ca directory on the IC
server. For example, language folder "bg-BG" or "de-DE".
For more information on Call Analysis, see the following topics:
Media Servers
Call Forward Analysis Mode
This server parameter affects the
"SystemIVRFollowMeSequential.ihd" handler.
Handler
s-CIC
The possible parameters values are:
•DEFAULT (default settings)
•CA_DISABLE (disable Call Analysis)
•VM_DISABLE (disable VM Analysis)
•FULL_DISABLE (set both to false)
If you set this parameter to "FULL_DISABLE," then CIC stops all
forms of call analysis on calls that are sent to agents who have
selected either the Follow-me status or the Forward status.
Instead, CIC connects these calls immediately.
Call History Max Size
Use this parameter to set the number of calls per user to save in
the Call History page of the CIC clients. The default value is 300.
Call History Max Time
Use this parameter to set the time in hours to save the call
information saved in the Call History page in the CIC clients. The
default value is 72, meaning the call history lists 3 days of
information unless the maximum number of calls is reached (See
Call History Max Size).
Callback Interaction Recovery
Enabled
Create this parameter and assign a non-zero value to enable
switchover support for callback interactions. This server parameter
is available in IC 4.0 SU3 and later releases.
Switcho
ver
Chat Interaction Recovery
Enabled
Create this parameter and assign a non-zero value to enable
switchover support for chat interactions. This server parameter is
available in IC 4.0 SU3 and later releases.
Switcho
ver
ClientDirectoryPageSize
Use this parameter to specify the number of directory records to
display on a single page, when a paged interface is being used.
The default value is 25.
Confirm Station Connection
Enabling this sever parameter sends an
eCallEvent_StationConnectionConfirmation event that
can be intercepted and handled by the ConfirmStationConnection
initiator, and StationConnectionConfirmation tool step. This allows
the User to intercept a remote client connection call and change
the behavior via a handler.
CIC
clients
CIC
clients
CIC
clients
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Services
Valid values are: true, yes, false, and no.
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Interaction Administrator Printable Help
ConnectionCache.ODBC.Timeo
ut
This server parameter provides a way to explicitly set the timeout
for connection pools used by the IP Server. You can use this
parameter to fine tune the performance of your database
connections. Enter the time in seconds.
IP
Server
Continue to Monitor Calls
After Transfer
This server parameter provides the option for an Interaction
Supervisor user to continue monitoring of a call if the call is
transferred away from the monitored agent. By default,
monitoring ends when the call is transferred away from the agent.
To enable this option, set the parameter to Y, Yes, T, True or 1. For
more information about continuous monitoring, see "Monitor
Agent, Station, Workgroup, or Line Queues" in the Interaction
Supervisor Help.
Interacti
on
Supervis
or
Defines how many characters can be used in searching a party by
last name.
Handler
s-CIC
CustomOnHookNotification
DialByNameExten
sionLength
Companies with large directories can extend the default search
character 3, to 4 or 5 digits, narrowing the search results.
DID Ringback Only
If you do not like the current voice prompt that plays with DID,
you can change it to a simple ringback. To make the change,
create this server parameter with one of the following values: Y,
Yes, T, True, or 1. The value is not case sensitive. To use a custom
.wav, set the value to "c", and define the ringback you want to
hear on 'DID_CustomRingback.wav' located in the Resources
folder.
Note If you use this server parameter some Fax systems might
fail, because they wait for a cadence break or other indication of
answer before sending a fax tone.
DirectoriestoCacheOnSMStart
up
Lists the directories that Session Manager will cache on startup. By
default all directories except the Company Directory are cached
upon the first request.
Session
Manage
r
Disable Related Interactions
In case of system degradation due to rapid multiple related
interactions queries, an emergency shutoff mechanism was put
into place. In order to shut off all automatic related interactions
queries, add this related interactions emergency shut off server
parameter, and set the value to True.
Interacti
on
Tracker
As long as this server parameter exists with the specified value, no
related interactions queries will take place from any clients. This
will NOT disable the interaction history or interaction search
features.
Note: The related interactions feature is only available in SQL
Server installations. The CIC client performs a check during the
Tracker plug-in initialization to see which type of database the IC
server is connected to (not available with Interaction Client Web
Edition). If an Oracle database is detected, the related interactions
feature will be unavailable. Interaction search and interaction
history are available for Oracle as well as SQL Server installations.
DiscardFailedFax
214
Note: This server parameter is not used when Media Server Fax is
enabled. See Media Server Fax Configuration - Fax Server.
Fax
Interaction Administrator
Use this server parameter to disable delivery of partial faxes on fax
failure. If this parameter is set to 1 failed faxes are discarded. The
value is 0 by default, and partial faxes are delivered on a fax
failure.
Don't Allow Users To Delete
Recordings
Enter this parameter to turn off the ability for users to delete
recordings. There is no value to set; the presence of this parameter
turns off the ability to delete recordings.
EmailEditor
This parameter determines which editor agents use to format their
emails in email interactions. The editor appears as a toolbar of
formatting options.
•
•
To use the Telerik editor, set this parameter to 1.
Recorde
r
Interacti
on
Client
To use the MSHTML editor, set this parameter to 2.
For more information on how agents use the editor, see the
Interaction Desktop Help in the CIC Documentation Library.
Notes:
This parameter affects all users of Interaction Desktop. An agent
cannot select one editor or the other.
In Interaction Desktop, the MSHTML editor is available for only
the Email Editor window. It is not available for the Email Preview
view and Editor view. For more information, see the Interaction
Desktop Help.
If you do not specify a value, then the Telerik editor is used.
Important: If you configure the CIC clients to use the MSHTML
toolbar, the Email Editor and Email Preview are unavailable. If
users had the Email Editor or Email Preview view open before this
change the views will be closed. In order to get these views back
you would have to switch the configuration back to Telerik
mode. Once this is done the user can re-add these views or you
can push out a template with these views.
Email Admin User
When listening to voicemail messages remotely or through the
TUI, the system does a lookup to match the number to a Display
Name in the system, then reads "Voicemail from (DisplayName)" If
a user is not found, then the system reads the phone number that
the
System
call is from. If the call is from an external number, then the
ICAdmin account delivers the voicemail to the user.
Use this parameter to show the external number (remote number)
instead of ICAdmin.
.Set the value to a CIC user name or the display name for that
user.
Email Stream
This parameter allows a voicemail opened from Exchange via the
IC server TUI handlers, to stream the audio rather than copy the
entire contents of the message. This parameter is helpful in WAN
environments where an IC server might be in one location and the
Exchange Server at another remote location. Set the value to Yes
to turn on this parameter.
TS
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Interaction Administrator Printable Help
Enable CaaS Speech Billing
For CaaS customers only.
CaaS
This parameter determines whether the IC billing system provides
usage-based billing data for
Speech (ASR/TTS). If this parameter is set to True, then the IC
billing system sends the billing data to the CaaS Billing system.
The default value is false.
Enable Media Server Call
Analysis
When this setting is enabled (set to "1" or "true"), and the "Use
Media Servers for advanced operations" check box is selected, call
analysis is turned on. when turned on, "Media Server" option to
appears in the Call Analysis Type drop-down list on the SIP Line
Configuration page. If you delete this server parameter, the
"Media Server" option will disappear and the Interaction Media
Server will no longer be used for call analysis.
ErrorOutIfT38ReinviteIsNotSup
ported
Create this parameter and set to "true", to help prevent 'stuck'
calls if REINVITE to T38 occurs due to TS error. For more
information, contact your authorized Interactive Intelligence support
representative.
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Services
External Pick Access Codes
(Value = a list of any strings, separated by a semicolon, that will be
used as a pin numbers. Non-digit strings are converted to their
key pad equivalent so it can be compared to the digits entered by
the caller) - If this attribute is set, then external callers must enter
this pin number to pickup a call on the server from their outside
call. External callers can pickup held, parked or alerting calls from
an external call. This feature would be used in a scenario where a
user can use a cell phone to pickup a call on the server. Like if you
were in a meeting and Sarah came and said she parked a call on
your queue. You dial into the server on your cell phone and pickup
the call.
System
Fax Header "From" String
Set this parameter to the appropriate replacement for the English
string, "From" in the fax header.
Fax
Server
Fax Header "To" String
Set this parameter to the appropriate replacement for the English
string, "To" in the fax header.
Fax
Server
Force Message Button
Password Only
Set this parameter to Y, Yes, T, True or 1 for users to be prompted
to enter only the password portion of their voicemail access code
when using the message button on the station. Users must be
either logged into the station or have the station set as the default
workstation for the user.
System
Global Remote Message Limit
This parameter limits the number of messages enumerated in the
mail folder by the Open Folder Mail Tool. If a value is given, it
overrides other email settings and is the maximum number of
emails listed. If the value is set to zero, it will return all messages.
System
NOTE: Beginning in 2.3, the message limit is set globally in the
Mail container. We will continue support of the server parameter
for backward compatibility issues, but you should start using the
Mail setting in the Mail container instead. The Mail setting takes
precedence over the server parameter.
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Media
Server
Interaction Administrator
HDSI Switchover
This server parameter informs TsServer that the HDSI SIB is in use
in a switchover environment.
TS
Server
The value can be set to: true, yes, no, or false.
The default value is false.
Honor User Language
Set this parameter to Yes or True to recognize the users default
language when using DID/DNIS routing from Interaction
Administrator.
Handler
s
For example, an IC server may have users in multiple countries. A
UK user's voicemail message should be presented in UK English,
while a German user's voicemail mesage should be presented in
German.
Based on this server parameter, IC sets the language of the call
based on the user's default language. If this server parameter is
not enabled, the default behavior does not change.
ICRenderServerHost
After you run the IC Render Server setup, create a server
parameter with the name ICRenderServerHost and type the
name of the computer running the IC Render Server.
Fax
Server
Immediate Socket Operations
This is an optional general system parameter for TLS and TCP
transport lines. If packet delays occur in new TCP or TLS
connections during times of high call volume, set this parameter
to true to improve the speed of TLS and TCP connections and
disconnections. The default value is false.
Include Fax With Notification
Set this parameter to Yes, for all users that are setup for fax
notifications to receive a copy of the fax file as an attachment to
the fax notification email. The default value is No.
Fax
Server
Interaction Conference
Support
This server parameter is created by the Interaction Conference
install, and should not be modified. The presence of this
parameter signifies that the Interaction Conference module is
licensed and installed.
Interacti
on
Confere
nce
INTERNAL_USER_PIC_URL
This parameter enables the Company Directory shortcut menu in
the CIC clients to display an employee photo for each user. Set the
value to http://intranet.yourcompany.com/users/{0}.png, where
you replace the example value with actual valid URI pointing to
images. The string formatting placeholder "{0}" substitutes the
currently selected user's ID into the URL string.
System
INTERNAL_USER_LOCATION_P
IC_URL
This parameter enables the "Office Location" feature available in
Interaction Client's context menu (right-click) in the Company
Directory. When selecting Office Location, the user's office locatio
picture is displayed. Set the value to
http://intranet.yourcompany.com/offices/{0}.png, where you
replace the example value with actual valid URI pointing to
images. The string formatting placeholder "{0}" substitutes the
currently selected user's ID into the URL string.
System
IR Search Unique Tracker Joins
This optional server parameter controls the number of recordings
returned when an Interaction Recorder search is run that includes
the search attributes Date/Time range and User Name.
Interacti
on
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Interaction Administrator Printable Help
When this server parameter is set to 1, in addition to returning
recordings for the specified User Name, recordings are also
returned for participants whose last name matches the specified
User Name.
Recorde
r
IR_View_Others_Scorecards
Non-admin users only see Questionnaire scorecards that they
have scored. To allow users to see all scorecards for a recording,
set this parameter to True or Yes. Questionnaire Directory Admin
Access and other security rights still apply. For non-admin users, in
order to finish a scorecard that has already been scored by
another user, the user must first save the scorecard to take
ownership and then the user can finish the scorecard.
Interacti
on
Recorde
r
ISDN Inband
Dial Enabled
Add this parameter and set the value to True to enable the
feature that allows a PIN or long distance access code to be dialed
inband.
IWPCallMonitoringOperationTi
meouts
Add this parameter to specify timeout values in milliseconds. To
specify a single timeout value for all operations, type the value in
milliseconds. For example, 10000. To specify timeout values for
each of the different types of call operations, use a pipe |
delimited list of values, in the following sequence:
eSTART_MONITORING|eSTOP_MONITORING|eDISCONNECT|ePICK
UP|ePLAY_AUDIO|eCALL_PHONE_NUMBER
IWP
Note: If you do not set this parameter, then the default timeout
value is 5 seconds for all call operations.
IwpLdapSyncFrequency
Add this parameter to control how frequently IC syncs with LDAP.
You must restart the WebPortal subsystem in order for the
parameter to take effect.
IWP
The default is 5 seconds.
Notes:
In earlier CIC releases, the LDAP sync frequency defaulted to 5
minutes. If you changed this value in a previous version, CIC will
continue to use the sync value you set.
All new servers added to the IWP's IC server configuration are
automatically created with a 5 second sync value.
IVRReportingTransactionBatch
Count
Add this parameter to designate the batch count for IVR tracing
transactions.
TS
Server
Prior to 2015 R3, all IVR tracing transactions were sent out one at
a time. This lead to unnecessary overhead and reduced
throughput. When this parameter is enabled, IVR tracing
transactions are sent in batches; each batch has the number of
transactions defined by this server parameter.
To disable transaction batching, set this parameter to zero (0).
The default value is 100.
IVRReportingTransactionDelay
Milliseconds
218
Add this parameter to designate the delay in milliseconds that will
occur after an IVR tracing transaction. This results in a throttling of
IVR
Interaction Administrator
transactions when the number of transactions overwhelms the
database.
To prevent this delay from being used, set this parameter to zero
(0).
The default value is 5000.
IVRReportingTransactionDelay
ThresholdSeconds
Add this parameter to designate the threshold in seconds of the
length of time it takes to execute a single IVR tracing transaction.
IVR
If the transactions exceed this threshold three consecutive times,
then the delay designated in the
IVReportingTransactionDelayMilliseconds parameter will be
engaged.
If subsequent transactions are under this threshold five
consecutive times, then the delay configured in the
IVRReportingTransactionDelayMilliseconds parameter will be
disengaged.
To disable the automatic throttling mechanism, set this parameter
to zero (0). The configured delay will then occur every time.
The default value is 10.
Leave Dynamic Calls
Connected on Shutdown
Add this parameter and set it to True to keep dynamic calls
connected in the case of a shutdown. The default value is True.
Note: For development and test machines, set this parameter to
False.
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Services
MaxDirectoryStatusWatches
Add this parameter and set the value to a number to specify the
maximum size of a directory in the CIC clients before the interface
changes to a paged interface.
Client
Services
Mail Interaction Recovery
Enabled
Create this parameter and assign a non-zero value to enable
switchover support for email interactions. This server parameter is
available in IC 4.0 SU3 and later releases.
Switcho
ver
MaximumHttpSessions
Add this parameter to specify the maximum number of HTTP
sessions that Session Manager will allow. When the maximum
threshold is reached, any subsequent attempts will be denied until
the session count drops under the limit.
Session
Manage
r
Note: This limit is per Session Manager and not the IC server as
whole. To turn the parameter off, set it to -1.
The default value is 1000.
Mail Maximum Interactions
Add this parameter to specify the maximum number of email
interactions that can exist in the system at any one time. This is
not a typical situation, but for example you might specify "1000".
Mail
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Interaction Administrator Printable Help
Max T.38 Datagram Size
This parameter allows you to configure the max datagram size of
T.38 packets for fax sessions.
Teleph
ony
If the server parameter is undefined or set to -1, the media server
determines the datagram size.
You can specify any positive value up to the maximum supported
by the media server. This value will be used for all fax sessions. The
recommended value is 150.
Maximum Ringing Calls per
Second
Add this parameter to limit the number of station calls that CIC
places every second.
Clients
Note: If you are using workgroups that are configured as Group
Rings, set this parameter to improve system stability.
By default, there is no limit.
Non-silence Timeout
When using Media Server, set this parameter to specify in
milliseconds before a series of plays are resumed if no silence is
detected. If this parameter doesn't exist or is set to 0, there is no
timeout before plays resume. The value of this parameter should
be greater than the value of the Answering Machine Silence Time
parameter, otherwise, the timeout occurs before silence is
detected.
Media
Server
OnPhoneDoes
NotChangeTime
InStatus
Set this server parameter to prevent users' "Time in Status" from
changing when they make a call (and you do not want their status
to change).
Client
Services
To enable, set the value to true.
To return to the previous behavior, set the value to false.
Outlook Data Source
This server parameter is used by handlers for Data Manager
queries of Outlook Private Contacts in Interaction Mobile Office.
The name of the parameter is the same name as the actual data
source as configured in CIC Data Source Configuration.
Interacti
on
Mobile
Office
Parameter value: <the data source name for outlook private
contacts>
PAS_HandlerResponseTimeout
Use this parameter to specify the number of seconds IPA should
wait before displaying an error for the Run Handler action if it
does not execute successfully. If the parameter is not set, the
default wait time is 30 seconds. If the server parameter's value is 0,
then the wait time is unlimited.
IPA
Note: Only processes migrated from Interaction Process
Automation 3.0 use this parameter. Beginning in Interaction
Process Automation 4.0, you can configure timeout values for
each action individually.
PAS Maximum Monitored
Flows
220
This server parameter determines the maximum number of
monitored process flows in the process monitor workspace in IC
Server Manager. You can use it to reduce the number of process
monitors if they return too much data. Set this parameter to any
value to override the default maximum value of 5000. The
minimum allowable value is 100.
IPA
Interaction Administrator
Play Queue Announcements
This server parameter applies to non-DID calls (values are not case
sensitive):
•
Neither (N) - Neither internal or external calls will hear
queue announcements
•
Internal (I) - only internal (intercom) calls will hear queue
announcements
•
External (E) - only external calls hear queue
announcements (this is the default behavior if parameter
is not set or set with an invalid value)
•
Both (B) - both internal and external calls hear queue
announcements
Clients
Note DID calls: Queue announcements are different than the DID
prompt used to listen for fax. Anytime a DID number is called
(only accessible from an external, inbound call), queue
announcements are skipped. See Queue Announcements for more
information.
Prevent Multiple Proactive
Recordings
Set this server parameter to True to prevent multiple recordings
from being created for each redial.
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Services
ProblemReporterPath
Use this server parameter to specify the local path to
store Problem Reporter log files. The default path is
<ICservername>\I3\IC\ProblemReporter\<CIC client user
name>. This server parameter is used by Problem
Reporter.
Client
Services
Provision Auto-Provisioning
Enabled
Set this parameter to No to disable the auto-provisioning feature.
This returns temporary configuration that displays a Setup label. It
allows the phone to be associated to a managed IP phone during
deployment, instead of the need for the MAC Address to be
entered into Interaction Administrator before deployment. A
restart of the provisioning server is required to make this setting
effective.
Provisio
ning
Provision FTP Enabled
This parameter allows you to enable FTP on the provisioning
server. Set the parameter to "Yes" to enable FTP. If the value is
anything other than "Yes"(case in-sensitive), FTP is disabled. If the
server parameter is not present, the default behavior is FTP
enabled.
Provisio
ning
Note: The provision server must be restarted after
adding/modifying the parameter for the changes to take effect.
Provision HTTPS Mutual
Authentication
Set this parameter to Yes and enable Use HTTPS Always to
support mutual authentication, where the server authenticates the
IP phone, and the IP phone authenticates the server. Also, the
client certificates must be signed by the Default Lines Certificate
Authority A restart of the provision server is required for this
setting to take affect. For more information, See IC Managed IP
Phones Administrator’s Guide document CIC Documentation
Library.
Provisio
ning
Provision ISS Manual VLAN ID
Enabled
For more information, see Managed IP Phone Advanced Options.
Manag
ed IP
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Interaction Administrator Printable Help
QPSReportingTransactionBatc
hCount
Add this parameter to control the batching of the queue period
stat database operations that are performed by Stat Server at
every interval.
PHone
s
Stat S
erver
To reduce the StatServer CPU usage, reduce the batch count. Be
aware, however, that in large environments large PMQ files could
become backed up on the hard drive.
To increase the StatServer CPU usage, increase the batch count.
This also increases the speed of PMQ file processing and reduces
PMQ file backups if they become a problem with the default value.
The default value is 100.
Redact Using Default
Expression
This parameter allows you to filter most credit card numbers and
social security numbers in chat messages and email messages.
These numbers are replaced with masked numbers so that agents
cannot see the sensitive information.
Chats
By default, masked numbers appear as “###############”.
See also the Additional Redaction Expression and Redaction
Replacement Text server parameters.
Redaction Replacement Text
This parameter allows you to specify the how masked numbers
appear.
Chats
Optionally use this server parameter with the Redact Using
Default Expression server parameter or the Additional
Redaction Expression server parameter.
Reject T38 If Multiple Media In
INVITE
Some SIP carriers offer SIP INVITE messages with multiple media
lines for multiple messages types, such as RTP (voice) and T.38
(fax). When this server parameter is set to Yes (default),
Interaction Center rejects the T.38 portion of these INVITE
messages while acknowledging and processing the RTP portion.
SIP
Note:
This server parameter does not affect SIP REINVITE messages that
change the message type from RTP to T.38.
Remote Station Call Analysis
Answer Supervision Interaction
Center
Call analysis should terminate as soon as a call connects for
remote stations. This is the behavior by default beginning in IC 4.0
SU3. To revert to the previous behavior, set this parameter to
False.
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Services
ResetCalledIDOnExternalTransf
er
This server parameter is a feature for customers that want to use
Cisco Unity for voice mail instead of using CIC for voice mail.
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Services
(Cisco
TAPI)
When this parameter is set to 1 or Yes (enabled), if a call is in the
IVR and it is blind transferred to a non-native (EXTERNAL) CIC
Directory Number/Queue, then CIC reassigns the Cisco TAPI Call
Attribute “CalledID” to the value it’s redirecting it to. This works
well when CIC is acting as a front end to another PBX.
Example:
1.) Call come into Main IVR (CalledID = 3000)
222
Interaction Administrator
2.) IC Blindtransfers to another PBX at 3010.
3.) When the PBX gets the call. (CalledID = 3010)
ResetCalledIDOnTransferToUs
er
This server parameter is a feature for customers that want to use
Cisco Unity for voice mail instead of using CIC for voice mail.
When this parameter is set to 1 or Yes (enabled), the system
reassigns the Cisco TAPI Call Attribute
“CalledID” value to the destination Directory Number any time a
call is sent to a user through the alert tool step.
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Services
(Cisco
TAPI)
Example:
1.) Call come into Main IVR (CalledID = 3000)
2.) CIC Blindtransfers the call to User logged into Station 7001.
(CalledID = 7001)
3.) User then Blindtransfers to User logged into Station 7075.
(CalledID = 7001)
Rx Tree Init Collapsed
This server parameter gives users the option (on the Configuration
tab in CIC client) to have Response Management nodes open or
closed when accessing Response Management.
Set the value to 1 for the nodes to be collapsed initially.
Respons
e
Manage
ment
SAPI DSCP Value
If the Interactive Intelligence QoS driver is not installed, Interaction
Center can still be configured to play SAPI TTS through VoIP calls.
Enter "0x0" to represent the Differentiated Services Code Point
(DSCP) value that is inserted in RTP packets of VoIP interactions.
The DSCP value can be set to any value between 0x00 and 0x3f, if
there is a specific need to do so.
SIP
Screen Record Delta Frame
Count
This optional server parameter controls the number of delta
frames between a key frame in a Screen Recording. Increasing this
value effectively decreases the size of screen recordings. [Value Integer 10...300] For more information, see Interaction Recorder
and Interaction Quality Manager Technical Reference in the CIC
Documentation Library.
Interacti
on
Recorde
r
Seize Deactivated Lines
This parameter applies to analog lines.
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Services
When present and set to a value of "true" or "yes", this server
parameter causes TS to set analog lines that are not configured as
active in Interaction Administrator to the off-hook state. This
causes inbound calls on those lines to receive a busy signal.
Note Values are not case sensitive.
Send FBMC Call Recordings To
Notification Address
Set this server parameter to Y, Yes, T, True or 1 to have FBMC
users' call recordings sent to their voice mail and fax notification
email address as configured in CIC client options. By default, this
server parameter is set to False, or disabled.
System
Send MWI to PBX
Set this parameter to Yes to send MWI to non-CIC stations. The
default value is No.
MWI
Send Status Forward
Notification
Set this parameter to Internal, External, All or None to determine
which type of a user's incoming calls result in an email notification
if the user is in a forwarding status.
System
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Interaction Administrator Printable Help
Server A Address
Specifies the alternate IP address of SwitchoverServer A in a dual
NIC configuration.
Switcho
ver
Server B Address
Specifies the alternate IP address of SwitchoverServer B in a dual
NIC configuration.
Switcho
ver
Show Legacy Res Mgt
Legacy response management containers (Interaction Messages,
Interaction URLs, Interaction Files) are not displayed unless they
contain legacy information.
System
Use this parameter to display the legacy containers (whether they
contain information or not).
Set the value to "1" to display the legacy containers. If this
parameter is not added, or the value is set to "0" or "No", then the
legacy response management containers will not be displayed
unless they contain legacy information.
Single-Sided Monitor
This parameter allows you to listen to both sides of a monitored
call. The default 0 allows you to hear both sides.
If the server parameter is set to 1, monitoring will only hear one
side of the call. You might want to do this if you are short on
conference resources, but in general, this should not be used.
Note The benefit of setting the parameter to 1 is you save
conference resources. In some situations, you might hear both
sides of the monitored call.
Telepho
ny
Services
SIP Phone Information Update
Enter this parameter and set the value to "1", "yes", or "true" for TS
to dynamically update the Manufacturer and Model information,
and MAC address for Polycom phones based on the User-Agent
string from the registration process. This server parameter is
helpful when migrating IP phones and associated SIP stations.
Telepho
ny
Services
Split E-1 Support
A value of 1 tells TS to turn on Split E-1 support. You can then
choose the type of support in the T-1 Line Configuration dialog
when creating a new line.
Telepho
ny
Services
Your choices will include:
<Not Split>
E&M
FXS Loopstart
Split T-1 Support
A value of 1 tells TS to turn on Split T-1 support. You can then
choose the type of support in the T-1 Line Configuration dialog
when creating a new line.
Telepho
ny
Services
Your choices will include:
<Not Split>
E&M
FXS Loopstart
StatServer_AlwaysTrackACWFo
rLastACDInteraction
224
After an interaction is disconnected for an agent, the agent can
manually change his or her status to ACW (After Call Work). By
default, the Stat Server does not add the time that the agent
spends in the ACW status to the time that the agent spent in the
last interaction. To track the ACW time, add this server parameter
and set it to true.
Clients
Interaction Administrator
StatServer_SendQPSNotificatio
n
You can create the StatServer_SendQPSNotification parameter
when you want to use a Notifier callback with the Queue Period
Initiator handler to generate a notification that contains QPS data.
Note: If there is a large amount of user or workgroup data, the
notification can become very large and take several seconds to
send. In some cases, the Notifier service terminates. For this
reason, the server parameter is not enabled by default.
Notifier
Station Pickup User Validation
(Value = Yes) - If this attribute is set, users must enter there
extension and password to pickup calls on a queue other than
their own. Users only have access to the queues configured for the
user as Modify Queue rights. This parameter requires that the user
identify themself if they are dialing from a phone that they are not
logged into.
System
Stop Recording T38
Use this parameter to automatically stop the proactive recording
of a call if the call switches to a T.38 fax call.
Telepho
ny
IC server automatically enables the proactive recordings of calls. In
order for the IC server to release MSTap on time when the call is
switched to a T.38 fax call, you must enable this parameter. During
a race condition, if this parameter is not enabled, inbound and
outbound faxes may fail.
By default, this parameter is disabled.
Stutter Tone
If you create this server parameter and give it any non-null value,
you will hear a stutter-tone if your inbox contains unheard
voicemails.
System
If you want to change the tone, it can be edited in
System_StationOffHook.
SupervisorViewSuspendDelay
Use this parameter to tell Supervisor how long (in seconds) a view
must be invisible before its queue watches are suspended. This
parameter is queried at startup. If the parameter value is changed
on the IC server, Supervisor must be restarted to apply the
change.
Interacti
on
Supervis
or
SupervisorMaxActiveInvisibleVi
ews
Use this parameter to tell Supervisor how many invisible views
may exist with active queue watches. This parameter is queried at
startup. If the parameter value is changed on the IC server,
Supervisor must be restarted to apply the change.
Interacti
on
Supervis
or
SuppressForwardingAnnounce
ment
Currently, for "available, forward" calls, the prompt "your party is
available at a remote location" (followed by hold music) is played.
If you do not want this prompt played, you can suppress it and
just play ringback while the call is being forwarded and connected.
Clients
To suppress the prompt, add this server parameter with a value of
either Y, yes, T, True, or 1 (this value is not case sensitive).
Switchover NetTest A
For use with Switchover in WAN environments. Applies to “Pure
SIP” or TAPI configurations only.
Switchover NetTest A specifies the name or IP address of a
machine on the same network segment as SwitchoverServer B. It is
used by the Switchover process on SwitchoverServer A when
SwitchoverServer A is the backup server.
Switcho
ver
Whenever a failure condition is detected, Switchover on the
backup server will attempt to ping (ICMP echo) this IP endpoint
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Interaction Administrator Printable Help
found on the same network segment as the active server. If
Switchover cannot ping this endpoint, it will assume the active
server is still operable and not switch because there a WAN failure.
Important: Since Switchover no longer has a network connection
(and thus cannot replicate changes), it will log an error to the
event log and shut down processing. The backup server will need
to be restarted for Switchover monitoring and replication to
resume.
Recommendation: The value for Switchover NetTest A should be
the closest “pingable” (ICMP echo) IP address to SwitchoverServer
B from SwitchoverServer A.
Switchover NetTest B
For use with Switchover in WAN environments. Applies to “Pure
SIP” or TAPI configurations only.
Specifies the name or IP address of a machine on the same
network segment as SwitchoverServer A. It is used by the
Switchover process on SwitchoverServer B when SwitchoverServer
B is the backup server.
Switcho
ver
Recommendation: The value for Switchover NetTest B should be
the closest “pingable” (ICMP echo) IP address to SwitchoverServer
A from SwitchoverServer B.
Switchover NetTest Timeout
For use with Switchover in WAN environments. Applies to “Pure
SIP” or TAPI configurations only.
Used with Switchover NetTest A and Switchover NetTest B, this
parameter specifies the amount of time (in seconds) that
Switchover should wait for the ICMP echo to return. By default,
this value is 1 second.
Switcho
ver
Switchover Monitoring
For use in Interaction Director Switchover systems. Allows
Interaction Processor to be monitored in Interaction Director
configurations, instead of Telephony Services. The default value is
"TsServer". Create and set the parameter to "IP".
Switchover IP Retry Delay
For use in Interaction Director Switchover systems. When
monitoring IP, this server parameter has the same effect as
Switchover TS Failure Retry Delay.
Switcho
ver
Switchover IP Timeout
For use in Interaction Director Switchover systems. When
monitoring IP, this server parameter has the same effect as
Switchover TS Timeout.
Switcho
ver
Switchover UDP Monitor
Allows UDP (hearbeat) monitoring to be disabled. Create and set
this server parameter to 'No' or '0' to do so. If a failure occurs, file
replication is in an unknown state. The backup server will need to
be restarted for Switchover monitoring and replication to resume.
Switcho
ver
Switchover UDP Maximum
Ping Delay
Specifies the number of failures (failure count increases each
second a datagram is received) that Switchover on the
Switcho
ver
Switcho
ver
backup server will tolerate before initiating a Switchover.
Acceptable values are between 1 and 3600 seconds. The default
value is 5 seconds.
Switchover TS Timeout
226
Specifies the number of seconds that Switchover will wait for a
Telephony Services (TS) ping response from the active server
Switcho
ver
Interaction Administrator
before signallng a TS failure. The value should be between 5 and
60 seconds. The default is 10 seconds.
Switchover TS Failure Retry
Delay
Specifies the number of seconds Switchover will wait after the
active server fails to respond to a Telephony Services (TS) ping
before retrying a TS ping. A second failure will cause the system to
switch. The value must be greater than 0 seconds. The default is 1
second.
SwitchMACAddress
Specifies the MAC address of the Ethernet control card in the
Dataprobe device.
Switchover Ping on Aux
Connection
Set this parameter to Yes or 1 to move the TS ping from the main
data connection to the auxiliary connection.
Switcho
ver
Switcho
ver
Switcho
ver
Note: To enable QoS on the ping on the auxilary connection (not
the main connection), you must enable both the Switchover Ping
on Aux Connection and the Switchover Use QoS For Ping
parameters. QoS will not be used on ping if only Switchover Use
Qos For Ping parameter is enabled.
Switchover Use Qos For Ping
This parameter allows customized use of QoS for the TS ping on
the auxiliary connection. This sets the priority of ping (echo
request and echo reply) packets. Set this parameter to Yes or 1 to
enable it.
Switcho
ver
Further customization can be made using Switchover QoS DSCP,
Switchover QoS Token Rate, and Switchover QoS Value 8021,
each described below.
Note: To enable QoS on the ping on the auxilary connection (not
the main connection), you must enable both the Switchover Ping
on Aux Connection and the Switchover Use QoS For Ping
parameters. QoS will not be used on ping if only Switchover Use
Qos For Ping parameter is enabled.
Switchover QoS DSCP
When Switchover Use Qos For Ping is enabled,
set this parameter to set the value in the QoS byte. Differentiated
Services Code Point (DSCP), is the six most significant bits of a
packet. You can use DSCP to prioritize QoS traffic on switchover.
Switcho
ver
Note: To enable QoS on the ping on the auxilary connection, you
must enable both the Switchover Ping on Aux Connection and
the Switchover Use QoS For Ping parameters. QoS will not be
used on ping if only Switchover Use Qos For Ping parameter is
enabled.
Switchover QoS Token Rate
When Switchover Use Qos For Ping is enabled, set this
parameter to define the QoS traffic rate of packets on switchover.
Switcho
ver
Note: To enable QoS on the ping on the auxilary connection, you
must enable both the Switchover Ping on Aux Connection and
the Switchover Use QoS For Ping parameters. QoS will not be
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Interaction Administrator Printable Help
used on ping if only Switchover Use Qos For Ping parameter is
enabled.
Switchover QoS Value 8021
When Switchover Use Qos For Ping is enabled, set this
parameter to define the interface trunking value (priority levels in
both RTP and RTCP packets) for the QoS traffic.
Switcho
ver
Note: To enable QoS on the ping on the auxilary connection,
you must enable both the Switchover Ping on Aux Connection
and the Switchover Use QoS For Ping parameters. QoS will
not be used on ping if only Switchover Use Qos For Ping
parameter is enabled.
Tone Location
Use this server parameter to set the global signaling tones for dial
tone, busy signal and ringback tones played by handlers. Entering
a value does not change the signaling of the hardware. This
changes audio that callers and users will hear during calls so the
tones are more similar to the types used in a particular locale.
User and station settings can be changed by configuring a Custom
Attribute on the desired user or station.
Possible values:
Belgium
France
Germany
Israel
Italy
Japan
Norway
Singapore
SouthKorea
Sweden
Switzerland
Taiwan
TheNetherlands
UnitedKingdom
UnitedStates
Notes: Internal alerts are controlled by the global setting only.
User and station settings have no affect over internal alerting since
the context of the tone is tied to the remote caller. Therefore,
internal alerting is controlled by the server parameter setting only.
Ringback for outbound calls to delayed answer devices does not
follow this setting. To configure this type of ringback, set
‘Ringback File’ in Telephony Parameters. This type of ringback
typically happens for outbound calls on a SIP line that is
configured to use Delayed Media.
TreatEndpointIdleAsFullIdle
228
By default, CIC disconnects a call when both endpoints are in the
idle state (no RTP packets) - see Broken RTP on Disconnect
Time. If you want CIC to disconnect calls where only one
endpoint has entered the idle state, create this parameter and
set to "On", "True", or "Yes" to enable it. Also see Media Server
System
Interaction Administrator
Technical Reference in the CIC Documentation Library on the IC
server.
TS Remove From Workgroup
Conference Logic Active
This server parameter was added to make conferences conform to
the same rules for callers and workgroups as for transfers. The
default is set to TRUE.
Telepho
ny
Services
If you set the value to FALSE, the function will be restored to the
behavior prior to this server parameter—where a workgroup call
transferred from a three-party conference to a two-party
conference is not seen as a transfer, and the call stays on the
workgroup (even when it has been transferred externally and is no
longer in the system).
Use Enhanced Regional Dial
Plan
UUI Headers Copied in REFER
UUI information is sent via a BlindTransfer or a ConsultTransfer to
the transfer target. Prior to CIC 2016 R1, CIC duplicated the UUI
information in the transferee's REFER request. However, that
behavior has been removed from CIC 2016 R1.
SIP
Engine
if you want to duplicate the UUI information in the transferee's
REFER request, add this parameter and set it to true.
Note: The standard technique of forwarding UUI information to
the new transfer target is always included in the Refer-To address
URI.
The default value is false.
Waiting Call
Indication
Call waiting is enabled out-of-the-box. The default for this
parameter, if it is not set, is On.
Handler
s
Use the Waiting Call Indication parameter to globally disable call
waiting for all alert types. Set this parameter to disable call waiting
with one of the following values: off, false, F, No, N, or O.
Workgroup Alert Users On
Calls
Set this parameter to T (true) to alert users on calls for direct to
queue processing for non-ACD workgroup alerts. The default
value is F (false).
ACD
Workgroup Distribution List
Behavior
Set this parameter to True, Yes, or 1 to make a workgroup
(without a queue) behave as a distribution list of members.
System
When this server parameter is enabled, voicemail messages left for
a workgroup are sent as email messages to the workgroup
members. The workgroup can not have an email address
associated with it, in order for this feature to work correctly. See
“Set Up Voice Mail Distribution in Attendant” in Interaction
Attendant online help for more information.
Related topics
Packaged Server Parameters
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Interaction Administrator Printable Help
Automated Switchover System Server Parameters
Dialer Server Parameters
E-FAQ Server Parameters
Server parameters for IC Business Manager Views
Text To Speech Server Parameters
Feedback
Dialer Server Parameter
The optional server parameter for the Dialer check box is:
Dialer Server
Parameter
Description
Module
Dialer Support
Set the value of this server parameter to 1 to enable the
"Dialer" check box in Interaction Administrators User
configuration. This server parameter, along with the
appropriate feature license is required for expose Interaction
Dialer in Interaction Administrator.
Interaction Dialer
Feedback
e-FAQ Server Parameters
The optional server parameters available for e-FAQ support are:
e-FAQ Server
Parameter
Description
Module
e-FAQ Support
This server parameter enables the e-FAQ Interaction
Administrator plug-in to register e-FAQ servers for use with
the CIC clients. A value of 1 means e-FAQ is installed, and a
value of 0 means e-FAQ is not installed.
e-FAQ
Hide e-FAQ
This server parameter removes the e-FAQ tab from the CIC
clients.
e-FAQ
If the e-FAQ Support server parameter is 1 and Hide e-FAQ
server parameter is 0, the e-FAQ tab will be displayed as well
as the options menu.
If the e-FAQ Support server parameter is 0 and Hide e-FAQ
server parameter is 0, the e-FAQ tab will show a
"commercial" for e-FAQ and the e-FAQ Options menu item
will be gray and not available.
If the Hide e-FAQ server parameter is 1, neither the e-FAQ
tab nor the e-FAQ Options menu item will be displayed
regardless of the value for e-FAQ Support.
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Interaction Administrator
Feedback
Text To Speech Server Parameters
The optional server parameters for the CIC's Telephony tools for text-to-speech (TTS) conversion can change the
default behavior of the TTS tools and the way CIC interfaces with the TTS engine on the IC server. If the server
parameter is not set (that is, it does not appear in the Server Parameters container in Interaction Administrator), the
default values are in effect for each condition.
The most common optional TTS server parameters are listed in the following table. Other server parameters can be
set as needed, under the direction of qualified Interactive Intelligence technical support staff.
TTS Server
Parameters
Description
Module
TTS Audio File
Directory
Specifies the path to a .wav file created with the Record
String tool if the path was not specified in the tool step. (For
more information, see the Record String tool in Interaction
Designer's online help.)
TTS
TTS Speech Pitch
An integer that specifies the number of hertz used to
determine the voice pitch of the TTS engine reading a user's
email or other text.
TTS
TTS Speech Rate
An integer that specifies the rate (words per minute) at which
the TTS engine reads a user's email or other text.
TTS
Structured Parameters
Feedback
Structured Parameters
The Structured Parameter container allows you to add typed parameters grouped together (like server parameters).
Single strings, multi-strings and passwords are supported. The passwords are stored in an encrypted fashion. These
parameters are accessible by the handlers through a tool step.
For example, you may want to use the LDAP tools to access an LDAP directory. In the structured parameter container
you can store the LDAP server name, the login account and the required password. Use the Get Structured
Parameters and Put Structured Parameters tools under System in Interaction Designer to access the parameters.
Related topics
Add a Structured Parameter
Packaged Structured Parameters
Feedback
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Interaction Administrator Printable Help
Add a Structured Parameter
To add a parameter click Add and enter the Name, Type, and Value.
Name
Type the name of the parameter.
Type
Select the type of parameter from the list. Options are String, Multi-string and Secrets.
Value
Enter the value of the parameter.
To edit a parameter entry, select it and then click Edit.
To delete a parameter entry, select it and then click Delete.
Feedback
Packaged Structured Parameters
CIC includes a pre-configured structured parameter that is accessible through the Get Structured Parameters and
Put Structured Parameters tools under System in Interaction Designer.
The pre-configured structured parameters are:
Packaged Server
Parameter
Description
Additional Client
About Statement
Use this parameter to create an additional statement to be
displayed in the CIC client interface in the "About" box.
Create name-value pairs associated with your required
language (i.e., en-US = "Hello", es = "Hola", or fr-FR = "Bon
Jour"), or use a default (i.e., Default = "Hello").
Module
CIC clients
Related Topics:
Structured Parameters
Add a Structured Parameter
Regionalization
Feedback
Regionalization
CIC's Regionalization allows the use of high-bandwidth Codecs across LANs and low-bandwidth Codecs across WANs
to increase call quality and reduce traffic across LAN/WAN links.
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Interaction Administrator
The Regionalization container provides a view of location configuration. This view can be used to modify existing
locations, but cannot be used to add or delete locations (which must be performed in the Locations sub-container.
The information displayed in each cell is based on your CIC licenses.
A region defines areas where SIP stations and lines (or servers) are physically interconnected, and within this region a
specific dial plan may be required based on the central office or switching fabric it may be connected to. To use this
functionality, you must define and add the following information:
•
Define a Location
•
Add stations, lines, or servers as Endpoints to a Location
Or...
•
Define the Codec Communications between Locations
•
Define a single-table Dial Plan with input patterns for specific regions and assign to a Location(s)
Note: For more on Regionalization, see IC Regionalization and Dial Plan in the CIC Documentation Library.
Create Location
Feedback
Create Location
Create a location to allow incoming calls to be routed to stations and perform dial plan operations on remote
gateways for emergency calls and/or toll bypass.
To create a new location perform the following steps:
•
Name the Location
•
Select Location Communications
•
Select Codecs
•
Save the Location and Launch the Location Assistant (Optional)
Related topics
Regionalization
Feedback
Location Name
Use this page to name the new location and enter a description.
Location Name
Enter a name for the location, i.e., "HQ".
Description
Enter a description for the location, i.e., "Indianapolis Headquarters".
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Interaction Administrator Printable Help
Time Zone
Select time zone for this location from the pull-down menu. The time zones listed are the same as Windows time
zones. The managed IP phones in this location use the time zone to set the daylight saving time information.
SNTP Server
Managed IP phones in this location use this server to request the time. Select Use IC server to use the IC server as the
SNTP server or select Other and enter the SNTP server IP address.
Enable Regional Dialing
Select this check box to allow dialing of short extensions within the same location. When selected, the Significant
Digits setting is enabled. By default, this option is not enabled.
Example:
•
Station A in Location "Indianapolis" has an extension of 1500
•
Station B in Location "Indianapolis" has an extension of 1600
If the Enable Regional Dialing check box is selected in the Location "Indianapolis" the Significant Digits are set to "3",
Station A can reach Station B by dialing 600, and Station B can reach Station A by dialing 500.
This feature is not limited to stations. All objects that can be assigned an extension, including users (through the
default workstation for the user) and IP phones, as well as stations, are included in the scope of this feature.
Significant Digits
When the Enable Regional Dialing option is selected, the Significant Digits option can be set. By default, the value is 4
digits. A value of 0 means that no number of (or zero) digits are significant, therefore regional dialing is not truly
enabled. Set the value to 3 to make the last three digits of an extension significant, set the value to 2 to make the last
two digits significant, etc. See the example above.
Note: If changing the significant digit setting on a location creates an extension conflict, i.e., using the example
above and setting the significant digits to "2", a conflict would exist between Station A (00) and Station B (00). If the
system detects a conflict, a message is displayed listing duplicate extensions. For later reference to help with conflict
resolution, click Copy to Clipboard to copy the listing, and then paste the content to a program that supports CSV
(comma-separated value) format (like Microsoft Excel).
Related topics
Select Location Communications
Select Codecs
Save the Location
Location Assistant
Feedback
Select Location Communications
Use this page to indicate which locations are allowed to communicate with devices in each other location. The
location you are creating is listed as "This Location" at the top of the list, and the <Default Location> and other
configured locations are listed below it. Select a location(s) by clicking the check box next to the location.
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Interaction Administrator
Click Next to go to Select Codecs for Each Location Mapping
Related topics
Regionalization
Location Name
Select Codecs
Save the Location
Location Assistant
Feedback
Select Codecs
Use this page to specify the Codecs used to communicate within that location and from that location to each of the
other previously selected locations. The first location listed is the new location you are creating. The default Codecs
for each location is displayed. Click Modify Codecs... to change the default Codec selection for a location.
Click Next to go to Save the Location.
Related topics
Regionalization
Location Name
Select Location Communications
Save the Location
Location Assistant
Feedback
Save the Location
This page allows you to review the new location and the location communications. Click Finish to save the location.
You can optionally select the Launch the Location Assistant after the new location is saved check box to step
through the Location Assistant. The assistant steps you through the location configuration tasks in a linear fashion, so
there is no need to manually open each related container or sub-container to complete the new location
configuration.
Related topics
Regionalization
Location Name
Select Location Communications
Select Codecs
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Location Assistant
Location Settings
Feedback
Location
A location represents an area where things are considered to be in the same physical place. This location defines a set
of endpoints (lines, stations, and servers) that share a common dial plan, and it defines Codec communications for the
endpoints. A Codec mapping defines the list of Codecs for two locations to communicate with each other sharing a
common set of bandwidth requirements. The stations and lines that are members of a Location define the dial plan
entries that are applicable to a locale they are operating in.
Use the Location container to configure the following:
•
Location Name
•
Configuration
•
Selection Rules
•
Communications
•
Endpoints
•
Custom Attributes
•
History
How CIC prioritizes multiple locations
In IA, you can select locations for the following items:
•
Users
•
Stations
•
Lines
When a user initiates or transfers a call, CIC determines which servers to use in the following ways:
•
When a user makes an outbound call while logged in to a workstation, CIC uses the servers in the station's
region.
•
When a users makes an outbound call while logged in to a remote station or remote number, CIC uses the
servers in the user's region.
•
If a user transfers an inbound call to an external number with the forward, follow me, or TUI transfer feature,
CIC uses stations in the region of the line on which the inbound call arrived.
Related topics
SIP Line Region
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Interaction Administrator
SIP Station Region
Regional Dial Plan
Home Site Configuration
Location Assistant
Peer Site Configuration
User Configuration
Managed IP Phone Configuration - General
Feedback
Location
A location represents an area where things are considered to be in the same physical place. This location defines a set
of endpoints (lines, stations, and servers) that share a common dial plan, and it defines Codec communications for the
endpoints. A Codec mapping defines the list of Codecs for two locations to communicate with each other sharing a
common set of bandwidth requirements. The stations and lines that are members of a Location define the dial plan
entries that are applicable to a locale they are operating in.
Use the Location container to configure the following:
•
Location Name
•
Configuration
•
Selection Rules
•
Communications
•
Endpoints
•
Custom Attributes
•
History
How CIC prioritizes multiple locations
In IA, you can select locations for the following items:
•
Users
•
Stations
•
Lines
When a user initiates or transfers a call, CIC determines which servers to use in the following ways:
•
When a user makes an outbound call while logged in to a workstation, CIC uses the servers in the station's
region.
•
When a users makes an outbound call while logged in to a remote station or remote number, CIC uses the
servers in the user's region.
•
If a user transfers an inbound call to an external number with the forward, follow me, or TUI transfer feature,
CIC uses stations in the region of the line on which the inbound call arrived.
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Interaction Administrator Printable Help
Related topics
SIP Line Region
SIP Station Region
Regional Dial Plan
Home Site Configuration
Location Assistant
Peer Site Configuration
User Configuration
Managed IP Phone Configuration - General
Feedback
Location Configuration
Use this page to add a description for this location. If this is the Default Location which CIC automatically creates,
these fields are read-only and cannot be edited.
Description
Enter the description for this location.
Time zone
Select the tome zone for this location.
SNTP Server
Managed IP phones in this location use this server to request the time. Select Use IC server to use the IC server as the
SNTP server or select Other and enter the SNTP server IP address.
This IC server is in this location (Default Location)
Use this check box to indicate if this IC server is in this specific location. This is applicable when the server acts as an
endpoint. By default this check box is selected (enabled).
This Location accepts hub conferences
The default value should be selected for locations containing an IC server and false/unchecked otherwise.
By default, CIC enables hub conferences for locations containing an IC server, and defines latency values of 10. For
locations outside current location, hub conferences are not enabled by default, although if you enable it, the latency
defaults to 100. These default actions ensure functionality of the distributed conferencing feature through the
Interaction Center network.
Note: Interactive Intelligence recommends that you use these default settings for the distributed conferencing
feature. Extensive modification of hub connector locations and latency values could result in unforeseen or
unintended consequences, such as usage of expensive network connections and the inability of Interaction Media
Server to connect regional conference calls. Other variables, such as allowed codecs, can increase the possibility of
not being able to connect regional conference calls. For more information on the Distributed Conferencing feature,
see the Interaction Conference Media Server Technical Reference document in the IC Documentation Library on the IC
server.
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Interaction Administrator
The Switchover Server A (server name) is in this location
Select this check box if you have a switchover environment, and Switchover Server A is located in this geographic
location. By default, this check box is not selected. The location of a switchover server allows you to change codecs
associated with the server.
The Switchover Server B (server name) is in this location
Select this check box if you have a switchover environment, and Switchover Server B is located in this geographic
location. By default, this check box is not selected. The location of a switchover server allows you to change codecs
associated with the server.
Enable keyword spotting in this location
Select this check box to use Interaction Analyzer's Keyword Spotting for this location. For more information about
keyword spotting, see Interaction Analyzer Technical Reference in the CIC Documentation Library.
Enable Regional Dialing
Select this check box to allow dialing of short extensions within the same location. When selected, the Significant
Digits setting is enabled. By default, this option is not enabled.
Example:
•
Station A in Location "Indianapolis" has an extension of 1500
•
Station B in Location "Indianapolis" has an extension of 1600
If the Enable Regional Dialing check box is selected in the Location "Indianapolis," and the Significant Digits are set to
"3," Station A can reach Station B by dialing 600, and Station B can reach Station A by dialing 500.
This feature is not limited to stations. All objects that can be assigned an extension, including users (through the
default workstation for the user) and IP phones, as well as stations, are included in the scope of this feature.
Significant Extension Digits
When the Enable Regional Dialing option is selected, you can set the Significant Digits option. By default, the value
is 4 digits. A value of 0 means that no number of digits are significant, therefore regional dialing is not truly enabled.
Set the value to 3 to make the last three digits of an extension significant, set the value to 2 to make the last two
digits significant, etc. See the example above.
Note: If changing the significant digit setting on a location creates an extension conflict, i.e., using the example
above and setting the significant digits to "2," a conflict would exist between Station A (00) and Station B (00). If the
system detects a conflict, a message is displayed listing duplicate extensions. For later reference, click Copy to
Clipboard to copy the listing, and then paste the content to a program that supports CSV (like Microsoft Excel).
Related topics
Communication
Endpoints
SIP line region options
SIP Station Region
Regional Dial Plan
Home Site Concepts
Location Assistant
Configure a Peer Site
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Feedback
Communication
Use this page to define a set of Codec communications for the endpoints (lines, stations, and servers).
Communication between devices require a mapping between locations.
Click Modify to display the list of prioritized Codecs. Select the Codecs to map to the endpoints. By default, no
Codecs are selected. You must select one Codec for the mapping to be valid. The Up and Down buttons set the
preferred order of Codecs to use.
Click Set Parameters to modify the Frame Size (in milliseconds) and the Frames per Packet of a Codec. This option
is available only for G.711 Codecs.
Us the up and down arrows to set the Inter-conference latency in milliseconds. You assign latency values to
connections between locations. By specifying the latency values, you create a method of indicating which connections
CIC should prefer when it joins regional conference calls through hub servers.
By default, the latency value for communications within a location is 10. The default latency value for
communications to other locations is 100. Acceptable latency values range from -1 to 3000. You can adjust the
latency values to specify which location Interaction Center should first attempt to use in establishing connections
between regional servers and hub servers.
As an example, if the cost of bandwidth usage to one location is much more expensive than another location, you
could give a higher latency value to the first location. Interaction Center would try to join conference calls through a
hub server in the second location. Only if no hub servers in the second location had enough resources to facilitate
the conference calls would Interaction Center then try to use a hub server in the first location.
You can use any criteria you prefer to determine the latency values that you will assign to connections between
locations. The criteria could include bandwidth costs, bandwidth limits, network quality, and so on.
Notes
Latency: For distributed conference calls in the Interaction Center environment, latency does not implicitly refer to
the delay in the relaying of transmissions on a network. Instead, latency is a value that an administrator specifies to
indicate which locations Interaction Center should first use to find a hub server for joining regional conference calls
together.
Multiple Codecs: To enable the use of multiple codecs, contact your Interactive Intelligence Support representative.
No Codecs Defined: If two devices each have a Codec defined, but there are no Codecs defined in the
communications between them, then they are not allowed to communicate directly to each other. This can be used
to intentionally block traffic between some Codecs.
G.726: G.726 is only available with AudioCodes.
Packet and Frame size: Summary on packet size and frequency from the www.erlang.com website: "The frequency
at which the voice packets are transmitted have a significant bearing on the bandwidth required. The selection of
the packet duration (and therefore the packet frequency) is a compromise between bandwidth and quality. Lower
durations require more bandwidth. However, if the duration is increased, the delay of the system increases, and it
becomes more susceptible to packet loss; 20ms is a typical figure." So, the more of the voice you put in a single
packet (i.e., 60ms versus 20ms), the more of the voice you lose if that packet is lost.
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MOS: The quality of transmitted speech is a subjective response of the listener. A common benchmark used to
determine the quality of sound produced by specific Codecs is the mean opinion score (MOS). With MOS, a wide
range of listeners judge the quality of a voice sample (corresponding to a particular Codec) on a scale of 1 (bad) to 5
(excellent). The scores are averaged to provide the MOS for that sample.
Tip: For the most current list of Codecs, see the latest version of SIP Application Note on the Product Information site.
Related Topics:
Location Configuration
Endpoints
SIP Line Region
SIP Station Region
Regional Dial Plan
Home Site Configuration
Location Assistant
Peer Site Configuration
Feedback
Users
Use this page to select users that belong in this physical location. Click Add to open the Select Users page, and use
this page to identify the users in this location. Click Delete to remove a user from this location.
Related Topics
Location
Communications
Endpoints
SIP Line Region
SIP Station Region
Regional Dial Plan
Home Site Configuration
Location Assistant
Peer Site Configuration
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Feedback
Endpoints
Use this page to configure endpoints for the location. An endpoint is one end of a SIP connection. An endpoint can
be a line, a station, or a server.
Line and Station Endpoints
When you select a line as an endpoint, and a proxy is configured on this line, then the proxy is in this region. When
you select a line as an endpoint and a proxy is not configured on this line, then any SIP device that uses this line also
uses this region. Typically, this is any device (station or line proxy) that is not configured already in CIC.
Notes: A line or station can only belong to one location.
Server Endpoints
The purpose of server endpoints is to define the Codec communications between the server and other endpoints (i.e.,
lines or stations) recognized by CIC. The following objects are valid server endpoints:
•
Lines
•
Managed IP phones
•
Media servers
•
MRCP servers
•
Recognition servers (ASR servers)
•
Session manager servers
•
SIP proxies
•
Unmanaged stations
Example
An example of a server and a station as endpoints is if a call is made from a station into an IVR menu. In this case, the
station is one endpoint, and the server playing the IVR menu is the other endpoint.
Adding Endpoints
To add endpoints:
1.
In the Endpoint type list, select the type of endpoint you want to add.
2.
In the Available endpoints list, select the endpoints you want for this location and click the arrow to move
them to the Selected endpoints list.
3.
Click OK.
Note: Interaction Administrator prevents you from adding unmanaged stations and managed IP phones with
duplicate extensions.
Removing Endpoints
Note: You cannot remove endpoints from the default location.
To remove endpoints:
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Interaction Administrator
1.
In the Endpoint type list, select the type of endpoint you want to remove.
2.
In the Selected endpoints list, select the endpoints you want to remove from this location and click the
arrow to move them to the Available endpoints list.
3.
Click OK.
Related topics
Location Configuration
Communications
SIP Line Region
SIP Station Region
Regional Dial Plan
Home Site Configuration
Location Assistant
Peer Site Configuration
Feedback
Server endpoints
Use this page to add servers as endpoints to this location. The purpose of server endpoints is to define the Codec
communications between the server and other endpoints (i.e., lines or stations) recognized by CIC. The following
servers are valid server endpoints:
•
Home site
•
Peer sites in a Multi-server Administration environment
•
Media servers
•
Speech Recognition servers
•
SIP Proxies
•
Session Manager servers
List of Media Servers
This list displays media servers that have been added as endpoints for this location.
Add Media Server
Cick the Add Media Server... button to display a list of media servers (all logged in media servers will appear in the
list) and their current location. By default, media servers are assigned to the <Default Location>. Select a media
server and click OK.
Remove
Select a server from the list and click Remove to delete it as an endpoint.
List of SIP Proxies
This list displays SIP proxies that have been added as endpoints for this location.
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Add SIP Proxy
Click the Add SIP Proxy... button to display a list of SIP proxies associated with this location. Select a SIP proxy and
click OK.
Remove
Select a proxy server from the list and click Remove to delete it as an endpoint.
List of Session Managers
This list displays session manager servers that have been added as endpoints for this location.
Add Session Manager Server
Cick the Add... button to display a list of session manager servers (all logged in session manager servers will appear in
the list) and their current location. By default, session manager servers are assigned to the location of it's FQDN, not
the <Default Location>. Select a session manager server and click OK.
Remove
Select a server from the list and click Remove to delete it as an endpoint.
Related topics
Location Configuration
Communications
Lines and Stations Endpoints
SIP Line Region
SIP Station Region
Regional Dial Plan
Home Site Configuration
Location Assistant
Peer Site Configuration
Media Server Configuration
SIP Proxies
Add Registration
Managed IP Phone Appearance Configuration
Session Manager
Feedback
Custom attributes
The Custom Attributes page allows you to add customized attributes so that you can reference your own variables
and settings through the IceLib interface.
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Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes to the Custom
attributes page in the User Configuration dialog box and the Workgroup Configuration dialog box dialog box are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
The page contains a list for the attributes and displays a Name and a Value column, and has the following buttons:
Add
Click Add and select an existing custom attribute from the pull-down list, enter a new custom attribute. If creating a
new attribute, use a unique name, otherwise the existing attribute will be overwritten.
Edit
Click Edit to change the value of an existing custom attribute.
Delete
Click Delete to delete an existing custom attribute.
Manage Attributes
Click Manage Attributes to open a dialog box that displays a list of custom attributes. Click Add or Delete to
manage the appearance of the custom attributes in the pull-down list.
The custom attributes are saved in the path of the root container. This Path is displayed at the bottom of the dialog
box.
Note: For more information on the Interaction Center Extension Library (IceLib), see The System APIs section in the
CIC Documentation Library on the IC server.
Feedback
History
This page provides a way to manually document configuration changes and when they occurred. Changes made in
Interaction Administrator are also automatically logged in the Interaction Administrator Change Notification Log (Log
ID 7). Later, authorized users can run reports against this log to summarize all configuration changes.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes to the History
page in the User Configuration dialog box and the Workgroup Configuration dialog box dialog box are tracked in
that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Last Modified
This date is automatically updated each time you click the OK button, presumably after you make changes to the
configuration. To avoid updating this date, exit the page by clicking the Cancel button.
Note: If you click Cancel, none of the changes made to this page will be preserved.
In addition, the history is updated when changes are made to the record elsewhere in Interaction Administrator. For
example, when a user change his or her password, the Last Modified date is updated.
Note: Changes to the licenses for a user or a station do not update the Last Modified date.
Date Created
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This date is automatically set when the user creates the initial configuration for this page. If the page was initially
created during setup, the date could be blank.
Notes
Type notes about configuration settings and changes. If you change the configuration page and click OK, the Last
Modified date is updated.
You must manually enter the date beside each entry in the Notes field to identify the date of each note.
To create a new line in the Notes field, press Enter.
Feedback
Default Regionalization Options
CIC's Regionalization allows the use of high-bandwidth Codecs across LANs and low-bandwidth Codecs across WANs
to increase call quality and reduce traffic across LAN/WAN links. This is the default configuration for regionalization.
Options
Select the IC server location from the pull-down menu. This location represents an area where things are considered
to be in the same physical place. This is the IC server's default location that defines the location configuration.
See the Regionalization topic for detailed configuration information. Also, see IC Regionalization and Dial Plan in the
Technical Reference Documents section of the CIC Documentation Library on the IC server.
Related Topics
Regionalization
Location Configuration
Location
Feedback
Selection Rules
CIC uses selection rules for other servers such as media and session manager servers. Use this page to create
prioritized lists of locations to select media servers and session manager servers. By default, CIC has a default
<Default Media Server Selection Rule> configuration, and a default <Default Session Manager Selection Rule>
configuration.
About media servers and selection rules
CIC uses Interaction Media Server to process audio communications for an interaction between two or more
endpoints, such as a telephone call. To select a media server, CIC uses Selection Rules.
This feature enables you to create prioritized lists of locations in Selection Rules configuration. You can select media
server to service an interaction. (You can also select a session manager server to service an interaction.)
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Within a location, CIC selects a media server, if more than one exists, based on the following criteria:
•
Available CPU resources
•
Number of resources in use
When an interaction that requires audio processing starts, CIC searches, in order, each location in a selection rules
configuration. If a location does not have a media server or all media servers in that location are busy, CIC searches
the next location in the Selection Rules configuration. This process continues until CIC finds an available media
server.
Notes: By default, CIC has only one location: <Default Location>. When you create a device in CIC, it is assigned to
the <Default Location> location. To use the selection rules effectively, define additional locations and assign
devices, such as stations, SIP lines, and media servers, to those locations.
When you configure RCS server selection rules, you cannot make an RCS server a member of a location. Instead, you
configure each RCS server to service one, multiple, or no locations. For more information, see the Interaction
Recorder Remote Content Service Installation and Configuration Guide in the CIC Documentation Library on the IC
server.
For more information, see Interaction Media Server Technical Reference in the CIC Documentation Library on the IC
server.
About session manager servers and selection rules
Selection rules allow connections for users and stations associated with a particular location, to use certain session
manager servers.
A location also uses selection rules to define which session manager locations should be used first, similar to the way
media server selection rules are processed: When CIC needs a session manager for processing, CIC searches, in order,
each session manager location in a selection rules configuration. If a location does not have a session manager server
or all session manager servers in that location are busy, CIC searches the next location in the selection rules
configuration. This process continues until CIC finds an available session manager server.
About Interaction Recorder Remote Content Service and selection rules
For more information, see the Interaction Recorder Remote Content Service Installation and Configuration Guide in the
CIC Documentation Library on the IC server.
Default Selection Rules
CIC provides the following default selection rules:
•
<Default ASR Selection Rule>
•
<Default Media Server Selection Rule>
•
<Default MRCP Selection Rule>
•
<Default Session Manager Selection Rule>
Prioritized Location list
Add: Click this button to add a static or variable location to the Prioritized Location list box.
Remove: Click this button to remove the highlighted location from the Prioritized Location list box.
Move up: Click this button to move the highlighted location to higher position in the Prioritized Location list box.
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Move down: Click this button to move the highlighted location to a lower position in the Prioritized Location list
box.
Group selected: Click this button to group the highlighted locations together for distributed call audio processing.
Tip: To select multiple locations, press and hold the Ctrl key while clicking each location in the box.
Ungroup selected: Select this button to remove the highlighted location from an existing call audio processing
group.
Excluded Location list
Do not use any other Locations: Select this option to restrict Interaction Center from selecting any other location
than those specified in the Prioritized Location list box.
Use any Location, except the following: Select this option to allow Interaction Center to select any available
location after it cannot locate an available media or session manager server in the Prioritized Location list
box. Interaction Center will exclude any server location specified in the Excluded Location list box.
Add: Click this button to add a location to the Excluded Location list box.
Remove: Click this button to remove the highlighted location from the Excluded Location list box.
Restore: Click this button to reset this configuration to the default settings.
License Allocation
Feedback
Licenses Allocation
The Licenses Allocation container displays a list of all licenses known by IC’s License Manager. These numbers
coincide with the numbers in License Management. For each license the following information is shown:
•
Name – This is the license name, such as "ACD Media 2".
•
Assignable Allowed - This is the number of licenses purchased or the license 'threshold'.
•
Assignable Configured - This is the number of licenses that are configured or in use by users or stations.
•
Concurrent Allowed - This is the number of purchased licenses that users can use dynamically, or as needed,
through a network connection. For example, a user can acquire a license to access an application, and
release the license when logging out of the application. CIC maintains a list of users and licenses available
and in use, similar to a library loaning limited resources to members.
•
Concurrent Configured - - This is the number of concurrent licenses that are assigned.
•
Concurrent in Use - - This is the number of concurrent licenses that are currently in use.
•
Notes – This column shows text if the count exceeds the number of licenses.
Notes: This is a display list only. You cannot add to, delete from, or copy or paste into this list. For specific license
information on each type of license, see the IC Licensing Technical Reference in the CIC Documentation Library.
The Interaction Administrator screen displays how many days you have to renew your license before expiration in
the lower left-hand corner. If license renewal is due within a specific time period, a message is displayed similar to
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Interaction Administrator
"Your license is due for its annual re-registration in XX days. Please visit http://license.inin.com to re-register your
license."
Right-click the license you want to configure and select Properties. This launches the License Configuration page.
Related topics
License Management
License Configuration
Feedback
License Configuration
The License Configuration dialog box allows you to add and remove users, workgroups, and stations allocated to a
license as needed, while keeping within the license threshold. This dialog box is especially useful when allocating an
Access license because of the overview it provides of users, workgroups, and stations at the same time. Access to this
information can save time when determining availability of licenses for new staff or departmental changes, and in
setting up newly purchased licenses that must be configured. Large numbers of items such as the CIC clients, or ACD
and media level, can be granted the license to a user, workgroup, or station quickly.
The License Configuration dialog box has two tabs; Assignable and Concurrent.
Note: If you enabled the Enhanced Interaction Administrator Change log, then changes to user licenses and station
licenses are tracked in that log. For more information, see About the Enhanced Interaction Administrator Change
Log.
Assignable
The Assignable tab provides a way to allocate licenses to users, workgroups and stations, with the exception of a
Basic Station license. The Basic Station license can only be allocated to stations.
There are two counters shown at the bottom of each page. These counters are the Number of licenses and the Total
Configured (which is the number of licenses assigned and enabled) :
•
Number of licenses - This is the total number of licenses available.
•
Total Configured - This is a count of the total number of users, workgroups and stations that are granted
and have the enabled the current license based on the contents of this page. If this number exceeds the
License Threshold, warning text is displayed at the bottom of the page.
To allocate a license to a user or workgroup (making this user or workgroup a licensed user or
workgroup):
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1.
Click the Add button to the right of the user or workgroup list to display the Select Items dialog box.
2.
Add users or workgroups to be assigned the license:
•
Double-click the user or workgroup, or
•
Select the user or workgroup and click Add. To add a group of users or workgroups, highlight each, then
click Add.
3.
Optionally search for Name Only or display More Columns.
4.
Click OK to return to the License Configuration dialog box.
To allocate this license to a station (making this station a licensed station):
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1.
Click the Add button to the right of the station list to display the Select Items dialog box.
2.
Add stations to be assigned the license:
•
Double-click the station, or
•
Select the station and click Add. To add a group of stations, highlight each station, then click Add.
3.
Optionally search for Name Only or display More Columns.
4.
Click OK to return to the License Configuration dialog box.
To de-allocate this license to a user, workgroup, or station (making this user, workgroup, or station
not licensed):
1.
Highlight the user, workgroup or station and click the Delete button to the right. To de-allocate a group of
user, workgroups, or stations, highlight each, then click Delete.
2.
Click OK to save the changes.
Concurrent
The Concurrent tab provides a way to allocate licenses to users only and is based on the number of simultaneous
users accessing a feature or function. This license method allows users to acquire available licenses during logon
instead of based on configuration. With the concurrent license method, the license is not allocated until the user logs
in to the application. CIC maintains a list of users, and licenses available and in use.
There are two counters shown at the bottom of each page. These counters are the Number of licenses and the Total
Configured:
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•
Number of licenses - This is the total number of licenses available.
•
Total Configured - This is a count of the total number of users and stations that are granted the current
license based on the contents of this page. If this number exceeds the License Threshold, warning text is
displayed at the bottom of the page.
To allocate a concurrent license to a user:
1.
Click the Add button to the right of the user list to display the Select Items dialog box.
2.
Add users to be assigned the license:
•
Double-click the user, or
•
Select the user and click Add. To add a group of users, highlight each, then click Add.
3.
Optionally search for Name Only or display More Columns.
4.
Click OK to return to the License Configuration dialog box.
Note: Clicking OK on the License Configuration dialog box updates the total license values for the users or stations
by updating the station and user configuration directly. The list for this license in the Licenses Allocation container is
updated to reflect the user and station allocations. Also, the Total Configured count changes based on the
selections on each page.
Related Topics
Licensing
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Station Licenses
Other Station Licenses
License Allocation
People
Feedback
People
You use the People container to configure the following options for your CIC users:
•
Default User
•
Roles
•
Users
•
Workgroups
•
Password Policies
•
Schedules
•
Secure Input Forms
•
Wrap-up Codes
•
Wrap-up Categories
•
Client Buttons
•
Client Configuration
•
Queue Columns
•
Account Codes
•
Client Templates
•
Response Management
•
Skills
•
Access Control Groups
Related topics
About inheritance of configuration properties
Default User
Feedback
Default User - ACD Options
Use this page to configure default ACD Options for users.
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Whisper Tone Level
Move the slider bar to adjust the 'whisper' tone the agent hears when there is an ACD call to the workgroup.
Adjusting the slider bar to the right results in a whisper tone at a higher volume level.
Apply to All Users
Click this button to apply the whisper tone level to all new and existing users.
Feedback
Overview of options
You can configure options for the default user, for a specific user, or for a workgroup.
The user configuration properties defined in these three containers are related to each other because all users inherit
one or more properties from the Default User Configuration page. See Configuration Property Inheritance for an
explanation of how these properties are related in each container.
For more information about the options that are available, click the links under Related topics.
Related topics
Options for the default user
Options for a user
Options for a workgroup
Configure a user
Security
Feedback
Overview of security for people
You can configure security for the default user, for roles, for a user, or for a workgroup.
Because users inherit one or more properties from the default user, roles and workgroup, the Security page is
available from each of these containers. See Configuration Property Inheritance for an explanation of how these
properties are related in each container.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
For more information on the types of security available for people, see the links under Related topics.
Related topics
Overview of the master administrator rights
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Overview of administrator access rights
Overview of access control rights
Overview of security rights
Configuration property inheritance
Feedback
Assign administrator access rights
Administrator access allows a user to modify configuration options in Interaction Administrator containers. You can
assign administrator access to any role, workgroup, user, or the default user.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign administrator access rights
1.
In the Security page, click Administrator Access.
The Administrator Access dialog box appears.
By default (<All>) categories are displayed. You can select a specific category of access rights or you can
locate rights by using the Search box.
2.
Select the rights to assign. You can assign specific access rights within a group (or container), or assign *[All]
access rights in a group.
3.
Click Close.
The Administrator Access page appears.
4.
Click Apply.
Your configuration changes are saved.
To allow an administrator to assign (edit) all of the actions in the Actions container
1.
From the Category list, select System.
2.
Under Actions, select the *[All] check box.
3.
Click Close.
Related topics
Analyzer category
Attendant category
Collective category
Conference category
Dialer category
Integrations category
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Optimizer category
People category
Recorder category
Resource category
Server category
Survey category
System category
Feedback
Assign access control rights
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign access control rights
1.
In the Security page, click Access Control.
The Access Control dialog box appears. The categories of rights that appear depend on the CIC products
that you have installed. You can locate rights by selecting a category or by using the Search box.
2.
Select the rights to assign. You can assign specific rights within a group, or assign *[All] rights in a group. The
following tables show the available access control groups, the rights, and the associated descriptions, by
category.
Application Category
Group
Name
Description
View
Determines which Interaction Feedback surveys and survey
results the user can view.
Feedback Surveys
Modify
Recorder Questionnaires
Determines which Interaction Feedback survey definitions
can be modified.
Note: Select this right for the user if the user needs to be
able to enable the survey.
View
Determines which questionnaire directories are available
from the drop-down list in the Interaction Recorder
Questionnaire container. If available from the list, a
recording can be scored with that questionnaire.
Modify
Determines which questionnaire can be modified.
Attendant Profiles Category
Group
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Name
Description
Interaction Administrator
Email Profiles
Inbound Profiles
Operator Profiles
Outbound Profiles
View
Determines which Interaction Attendant email profiles can
be viewed.
Search
Determines which Interaction Attendant email profiles are
available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant email profiles can
be modified. Users who can modify a profile can acquire a
lock and edit or publish it.
View
Determines which Interaction Attendant inbound profiles
can be viewed.
Search
Determines which Interaction Attendant inbound profiles are
available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant inbound profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
View
Determines which Interaction Attendant operator profiles
can be viewed.
Search
Determines which Interaction Attendant operator profiles are
available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant operator profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
View
Determines which Interaction Attendant outbound profiles
can be viewed.
Search
Determines which Interaction Attendant outbound profiles
are available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant outbound profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
Interaction Conference Category
Group
Name
Description
Determines if a conference room is available for creating conferences.
Conference Rooms
Restrict
A conference room is a set of telephone phone numbers or stations that
are designated as a conference room in Interaction Conference. If you
assign the Restricted right to a conference room, then users cannot make
new conferences that use the conference room. Users can still call into the
conference room if they have a PIN.
By default, every user who has access to Interaction Conference can use
every conference room that is defined in CIC.
Interaction Dialer Category
Group
Name
Description
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View
Determines which campaigns can be viewed in Interaction
Dialer Manager.
Modify
Determines which campaigns can be managed in Interaction
Dialer Manager.
Campaigns
Interaction Optimizer Category
Group
Name
Description
View
Determines which agent groups in Interaction Center
Business Manager (ICBM) can be viewed.
Modify
Determines which agent groups in ICBM can be modified.
Create
Determines if user can create agent groups in ICBM.
Delete
Determines if user can delete agent groups in ICBM.
View
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be viewed.
Modify
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be modified.
Create
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be created.
Delete
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be deleted.
Interaction Optimizer
Master Administrator
Has Right
Allows access to all Interaction Optimizer-related activities in
IC Business Manager.
Intraday Monitoring
View
Allows access to view Intraday Monitoring configuration in
ICBM.
View
Allows access to view RTA configuration in ICBM.
Modify
Allows access to modify RTA configuration in ICBM.
View
Allows access to the Schedule Preferences configuration in
ICBM.
View
Allows access to view schedules in ICBM. This includes
weekly schedules and schedule bids.
Modify
Allows access to modify schedules in ICBM. This includes
weekly schedules and schedule bids.
Create
Allows access to create schedules in ICBM. This includes
weekly schedules and schedule bids.
Delete
Allows access to delete schedules in ICBM. This includes
weekly schedules and schedule bids.
View
Allows access to view scheduling units.
Modify
Allows access to modify scheduling units. See Security Rights
for rights to create or delete scheduling units.
View
Allows access to view shift rotations.
Agent Groups
Forecasts
Real-time Adherence (RTA)
Schedule Preferences
Schedules
Scheduling Unit
Configuration
Shift Rotations
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Interaction Administrator
Shifts
Time off requests
Modify
Allows access to modify shift rotations.
Create
Allows access to create shift rotations.
Delete
Allows access to delete shift rotations.
View
Allows access to view shifts in ICBM.
Modify
Allows access to modify shifts in ICBM.
Create
Allows access to create shifts in ICBM.
Delete
Allows access to delete shifts in ICBM.
View
Allows access to view time-off requests.
Modify
Allows access to modify time-off requests.
Delete
Allows access to delete time-off requests.
Create
Allows access to create time-off requests.
Interaction Process Automation Category
Group
Name
Description
View
Determines what processes in Process Monitor and the CIC
clients can be searched for and viewed.
Manage
Determines which processed can be searched, canceled, and
retried in Process Monitor.
Processes
Determines which processes can be launched from the CIC
clients.
Launch
Note: A process must be published before it can be
launched.
People Category
Group
Name
Description
Account Codes
View
Determines which account codes the user can view in the
CIC client dialog boxes. To assign account codes to incoming
and outgoing calls the Account Code Verification security
right must be assigned in addition to this access control
right.
Client Buttons
View
Determines which custom buttons can be used on the
Queue Control toolbar in the CIC clients.
Directory Status Columns
View
Determines which status columns the user can add to a
directory view. These status columns include: Activated,
Forward Number, Logged In, Notes, On Phone, Status, Status
Summary, Time in Status, and Until.
Queue Columns
View
Determines which queue columns the user can view in user,
station, orbit, or workgroup queues. For more information,
see Who can see and listen to recordings.
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Interaction Administrator Printable Help
Skills
Substitute
Determines which interaction attributes the user can use in a
response macro. For more information, see the help for the
CIC clients.
View
Determines which skills the user to can use design processes
that transfer interactions to workgroups. For more
information, see the Interaction Process Automation help.
View
Determines how the user can work with workgroups in the
CIC clients.
Workgroups
Statistics
CIC clients: View workgroups in the Workgroup Statistics
view.
Interaction Supervisor: View and select workgroup statistics.
Queues Category(see note)
Group
Line Queues
Station Queues
User Queues
Name
Description
Modify
Allows pickup, transfer, and disconnect of call interactions on
a line queue.(see note)
Monitor
Allows coach, join, listen, and record of call interactions on a
line queue.(see note)
View
Determines which line queues can be viewed.
Modify
Allows disconnect, hold, mute, Pickup, or transfer of call
interactions on a station queue. (see note)
Monitor
Allows coach, join, listen, or record of call interactions on a
station queue.(see note)
View
Determines which station queues can be viewed.
Search
Determines which station queues can be transfer targets in
the Transfer dialog box.
Modify
Allows disconnect, hold, mute, pickup, or transfer of
interactions on a user queue.(see note)
Monitor
Allows coach, join, listen, or record of interactions in a user
queue.(see note)
View
Determines which user queues can be viewed. See also
Configure the visibility of user data in reports
Statistics
Determines which user queues' statistics can be viewed.
Modify
Allows disconnect, hold, mute, pickup, or transfer of
interactions on a workgroup queue.(see note)
Monitor
Allows coach, join, listen, or record of interactions on a
workgroup queue.(see note)
Workgroup Queues
Determines which workgroup queues can be viewed.
View
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Note: The View Workgroup Queue rights filter which
workgroups are exposed to a user when the user is using the
Telephone User Interface (TUI) to send or forward voice mail
and email messages.
Interaction Administrator
Determines which workgroup queues can be transfer targets
in the Transfer dialog box.
Search
Note: The Advanced Access Details button is enabled when you select a line, station, user, or workgroup
queue. Click this button to select or de-select a subset of queue rights or individual rights.
For example, for a person, you can select the ability to preview interactions.
Server Category
Group
Station Groups
Name
Description
View
Determines which station groups can be viewed.
Search
Determines which station groups can be transfer targets in
the Transfer dialog box.
Station Logon Category
Group
Name
Description
Stations
Login
Determines which stations can be logged in.
System Category
Group
Name
Description
General Directories
View
Determines which general directories can viewed.
IC Data Sources
View
Determines which data sources the user can configure and
reference in database actions in Interaction Process
Automation.
Interaction Reporter
Reports
View
Determines which Interaction Reporter reports can be
generated.
Layouts
View
Determines which layouts the user can view.
Misc Items
View
Allows a user to log in on behalf of another user.
View
Determines which phone number classifications can be
accessed, such as blocked or long distance.
Follow-me
Determines which phone number classifications can be used
as follow-me numbers.
Forward
Determines which phone number classifications can be used
as forwarding numbers.
TUI
Determines which phone number classifications can be used
as forward numbers available through the menu when
logged into voice mail. This access right prevents toll-fraud
through the TUI.
Positions
View
Determines which floor plan images (positions) the user can
use in Interaction Supervisor iPAD Edition.
Plugins
View
Determines which plug-ins can be added.
Phone Number Classifications
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Interaction Administrator Printable Help
Response Management
View
Allows access to chat features.
Status Messages
View
Determines which statuses can be selected from the My
Status list or from the Set Status list when changing
another user's status.
e-FAQ's
View
Determines which eFAQs and eFAQ controls agents can see.
User Category
Group
Users
Name
Description
View History
Determines whose interactions can appear in the Interaction
Tracker Related Items view in the CIC clients.
Change Status
Determines which users' status can be changed..
3.
Click Close to return to the Security page
4.
Click Apply to save changes to the configuration.
Example
If an administrator user needs access control rights to view all general directories, do the following:
1.
From the Category list, select System.
2.
Under the General Directories access control, select the *[All] check box in the View column.
3.
Click Close.
To assign the same rights to the default user, role, or workgroup, follow the same procedure.
Caution: It is strongly recommend not to select the *[All] check box for the default user, since it would give every user
access control to these categories minimizing phone system security. This could also significantly impact system
performance on sites with large numbers of users (that is, more than 1,000 users). It is further recommend to limit the
number of users who have access control to *[All] user and station queues, as those items generate the most traffic in
large implementations.
Related topics
Administrator access
Assign scurity rights
Feedback
Assign security rights
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign security rights
1.
262
In the Security page, click Security Rights to display the Security Rights dialog box.
There are two categories of security rights; Application and User. The categories are further divided into
groups of related rights. By default, <All> categories is selected to display security rights in both categories.
You can optionally locate rights by typing information in Search.
Interaction Administrator
2.
Select the rights to assign. The following tables show the available security rights groups, the rights, and the
associated descriptions, by category:
1.
Application Category
Group
Alerting Rights
Name
Description
Email Alerts
This security right allows the user to add email
alerts that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Handler Alerts
This security right allows the user to add handlers
that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Memo Alerts
This security right allows the user to add memo
alerts that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Allow the User to Create Email Profiles
Allows users to create profiles used to process email
interactions. This security right gives users the modify
access right to email profiles they create.
Allow the User to Create Inbound Profiles
Allows users to create profiles used to process incoming
interactions. This security right gives users the modify
access right to inbound profiles they create.
Allow the User to Create Operator Profiles
Allows users to create profiles used to process incoming
interactions to the operator. This security right gives
users the modify access right to operator profiles they
create.
Allow the User to Create Outbound Profiles
Allows users to create profiles used to process transferred
interactions. This security right gives users the modify
access right to outbound profiles they create.
Create and Modify All Conferences
Allows users to create conferences and to modify all
conferences regardless of creator.
Create and Modify Conferences
Allows users to create conferences, but to modify only
those conferences they created.
Publish
Allows the user to publish from the Interaction
Process Automation designer in the IC Server
Manager application.
Logon Campaign
Allows the Interaction Scripter user, at login time,
to select campaigns to participate in. Agents who
not have this right are logged into all campaigns
automatically. See the Interaction Scripter Client
User Guide.
Manually Transition to a Campaign Group
When using the Advanced Campaign Management
feature and monitoring a campaign in the Dialer
Campaign Sequence Details view in IC Business
Attendant
Interaction
Conference Policy
Interaction
Process
Automation
Interaction
Dialer
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Interaction Administrator Printable Help
Manager, this right allows a user to be able to
manually transition from the currently active
campaign group to any campaign group in the
sequence.
Without this right, users can only monitor
campaign transitions.
View and modify two specific settings on the General tab
of the Global Configuration Settings dialog box in
Interaction Dialer Manager. The settings are:
Modify Configuration General
•
Delay in seconds before auto-dispositioning a
disconnect interaction
•
Pause a campaign when the database query
failure rate exceeds
Modify specific preview call settings on the General tab
of the Global Configuration Settings dialog box in
Interaction Dialer Manager. The settings are:
Modify Preview Call Behavior
•
If a Preview call fails to connect, play this
file to the agent
•
If a Preview call encounters a busy signal,
play this file to the agent
This right allows the user to perform the
Predefined Actions from the Data Query section of
a Contact List.
The actions are:
•
•
•
•
•
•
Run Contact List Predefined Actions
Bulk Edit
Delete
Make Callable
Make Uncallable
Reset Attempts
Schedule Calls
The View/Modify Contact List Data Query right is
required to use the Run Contact List Predefined
Actions right.
View Configuration General
View Preview Call Behavior
264
View, but not modify, two specific settings on the
General tab of the Global Configuration
Settings dialog box in Interaction Dialer
Manager. The settings are:
•
Delay in seconds before auto-dispositioning
a disconnect interaction
•
Pause a campaign when the database query
failure rate exceeds
View specific preview call settings on the General
tab of the Global Configuration Settings dialog
box in Interaction Dialer Manager. The settings
are:
•
If a Preview call fails to connect, play
this file to the agent
•
If a Preview call encounters a busy
signal, play this file to the agent
Interaction Administrator
Interaction Dialer Campaigns
View/Modify Contact List Data Query
Determines whether or not the Data Query tab of
a Contact List object is visible or not. The Data
Query tab queries the contact list to display a list
of results in a data grid. Query results can be
saved as filters. Users may also apply actions to
records displayed in the grid, and commit
changes back to the database.
Create/Modify Dialer Campaign Group
When using the Advanced Campaign Management
feature, this right allows a user to be able to
create new and modify existing campaign groups
on the Campaign Sequence tab in the Campaigns
view.
Without this right, users can only view existing
campaign groups.
Modify Campaign Group Sequence
When using the Advanced Campaign Management
feature, this right allows a user to be able to
create new and modify existing campaign
sequences on the Campaign Sequence tab in the
Campaigns view.
Without this right, users can only view existing
campaign sequences.
View/Modify Agentless Calling Type
Determines whether users can select Agentless
dialing mode when setting the Calling mode for a
Campaign.
View/Modify Automatic Zone Mapping
Grants right to select the "Automatically map time
zones and all child options" option for a Campaign
object. Without this right, these options are
unavailable.
View/Modify Line Settings
Enables settings in the Dialer Line Information
group box for a Campaign. Options in this frame
configure Dialer to adhere strictly to CIC's Dial
Plan, or to use one specific line group for
campaign calls.
View/Modify Maximum Lines
Determines whether the Maximum Lines per
Campaign setting on the Basic Configuration tab
of a Campaign is enabled or not.
View/Modify Status
Enables the Campaign Execution Panel for a
campaign entry. Users who have this right can
control the running state of a campaign, whether
it runs in accordance with a schedule, or in a
manually operated state. Users can also recycle
the contact list, recycle the campaign, and test to
ensure that campaign settings are valid. When
not granted, these controls are unavailable.
Modify Change Auditing
Grants right to modify Configuration Change
Auditing settings under Global Dialer Settings.
When enabled, auditing tracks configuration
changes made.
Interaction Dialer - Modify HTTP Server
Global Dialer
Settings
Modify Outbound Dialer Servers
Grants right to modify HTTP Server settings under
Global Dialer Settings. These settings are used to
stream data in and out of a contact list table.
Grants right to modify settings on the Outbound
Dialer Servers tab under Global Dialer Settings.
The user can designate an ODS server to send
notifications and e-mails when errors or outages
occur, and can set threshold values for individual
ODS servers, including Maximum Calls and
Maximum Call Rate.
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Interaction Administrator Printable Help
Modify Phone Number Types
Grants right to modify Phone Number Types
under Global Dialer Settings. Types are userdefined strings that can be associated with
contact columns to identify a type of telephone
number. Examples of phone number types might
be "Work", "Home", or "Cell".
View Change Auditing
Grants right to view Configuration Change
Auditing settings under Global Dialer Settings.
These settings are disabled if the user does not
have this right. The Configuration Change
Auditing feature tracks configuration changes
made using Dialer Manager, or an API such as
IceLib.Configuration.Dialer.
View HTTP Server
Grants right to view HTTP Server settings under
Global Dialer Settings. These settings are used to
stream data in and out of a contact list table.
Options on the HTTP Server tab are disabled
when this right is not granted.
View Outbound Dialer Servers
Grants right to view the Outbound Dialer Servers
tab under Global Dialer Settings. The user can see
which ODS server has been selected to send
notifications and e-mails when errors or outages
occur. When this right is not granted, options on
the tab are disabled
View Phone Number Types
Grants right to view the Phone Number Types tab
under Global Dialer Settings. Types are userdefined strings that can be associated with
contact columns to identify a type of telephone
number. Examples of phone number types might
be "Work", "Home", or "Cell". When this right is
not granted, options on the tab are disabled.
View/Modify Data Connections
Grants right to view and modify Database
Connections in Dialer Manager. When this right is
not granted, Database Connection options are
disabled.
View/Modify DNC Sources
Grants right to view and modify the DNC Sources
view in Dialer Manger. A DNC Source provides a
list of telephone numbers that should not be
dialed. When this right is not granted, DNC
options are disabled
View/Modify Time Zone Map Data
Grants right to view and modify the Timezone
Map Data view in Dialer Manger. A time zone map
is a file that associates the initial digits of a phone
number (area code and exchange in North
America, for example) with a time zone. When
this right is not granted, options on the view are
disabled.
Interaction Dialer Lock Policy Sets
Policy/Rule Sets
266
Determines whether or not a user can check the
"Locked" check box option for a Dialer policy
object, preventing it from being modified,
removed, or unlocked by anyone who does not
have Master Administrator rights.
Once a policy is locked, users who are not Master
Administrators can view the policy, but they cannot
remove or edit it until a Master Administrator
removes the lock. Locked policies can be assigned
Interaction Administrator
to a campaign, but they cannot be removed from a
campaign without Master Administrator rights.
View/Modify Custom
Handler Actions
Interaction
Optimizer
Grants right to run the
Dialer_RuleActionEvent handler by setting
up a Rule Action or Policy Behavior. A user
who does not have this right cannot modify
settings that configure a Run Handler rule
action.
View/Modify Event Log
Grants right to configure Rule Set Actions or
Policy Set Behaviors that write an event log
entry.
Agent can bid on schedules
Allows users to bid on preferred schedules in
Interaction Desktop.
Agent can see rank
Allows agents to view their ranking of potential
schedules in order of most to least-desired. Agents
can view the details about how the bid was ranked
in the Bid Information section in Interaction
Desktop. When enabled, agents can see the initial
part of their rank string, such as “Your rank is 22
for this bid.”
Agent can see relative rank
Allows agents to view their ranking of potential
schedules compared to other agents' rankings.
Agents can view the details about how their bids
were ranked compared to other agents' bids in the
Bid Information section in Interaction Desktop.
When enabled, agents can see the second part of
their rank string, such as “Your rank is 22 out of 45
for this bid.” vs. "Your rank is 22 for this bid.”
Agent can specify schedule preferences
Allows users to set schedule preferences in
Interaction Desktop.
Agent can submit time off
Allows users to submit requests for time off.
Can create activity codes
Allows users to add activity codes.
Can create day classifications
Allows users to add day classifications.
Can create scheduling units
Allows users to create scheduling units.
Can delete activity codes
Allows users to delete activity codes.
Can delete day classifications
Allows users to delete day classifications.
Can delete scheduling units
Allows users to delete scheduling units.
Can create scheduling units
Allows users to create scheduling units.
Can modify activity codes
Allows users to edit activity codes.
Can modify activity type mapping
Allows users to edit activity type mappings.
Can modify day classifications
Allows users to edit day classifications.
Can view activity codes
Allows users to view activity codes.
Can view activity type mapping
Allows users to view activity type mappings.
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Interaction
Reporter
Can view day classifications
Allows users to view day classifications.
Interaction Report Administrator
Allows users to configure all features and
functions in Interaction Reporter.
Create/Delete Questionnaire Directories
Create, modify, or delete Interaction Quality
Manager Questionnaires directories and
Questionnaire rankings.
Interaction Recorder Policy Editor
Access the Interaction Recorder Policy Editor and
configure and update Interaction Recorder
Policies. The Interaction Recorder policies
determine which interactions are recorded, and
where the recordings are stored and archived.
The Interaction Recorder policies also determine
how long recordings are retained, and who can
access, modify, and take actions for recordings
within the system.
Recorder Policy
Master Key Password Administrator
Create, change, or deactivate the Master Key
Password that is used to protect the Master Key
File and securely encrypt master key data. This
security right requires the Master Key Password
license
(I3_FEATURE_RECORDER_MASTER_KEY_PASSWORD
) to be included in the IC server license. The Master
Key Password function is available on the
Interaction Recorder Key Generation page.
Important Note: Interactive Intelligence
Support cannot recover encrypted recordings if a
Master Key Password is lost.
Override Finished Scorecards
Make additional answer and scoring changes for
Interaction Quality Manager Questionnaire
Scorecards that have already been finished in the
system.
Note: Overriding a finished scorecard can affect
reports.
Tracker Policy
268
Add Individuals
Allows users to add individuals in Interaction Tracker.
Add Organizations
Allows users to add organizations in Interaction Tracker.
Delete Individuals
Allows users to delete individuals in Interaction Tracker.
Delete Organization
Allows users to delete organizations in Interaction
Tracker.
Have Private Contacts
Allows users to designate an Interaction Tracker contact
as private and prevent other users from viewing or using
information for this contact.
Modify Individuals
Allows users to change or update individuals in
Interaction Tracker.
Modify Interactions
Allows users to change or update interactions in
Interaction Tracker.
Modify Organizations
Allows users to change or update organizations in
Interaction Tracker.
Interaction Administrator
Related Interactions Page
Allows users to view the page that shows related
interactions in Interaction Tracker.
Interaction Tracker Administrator
Gives users the rights to access all pages in Interaction
Tracker.
View Other People's Private Interactions
Allows users to view other users' private interactions in
the Related Items view and to have these interactions
included in search results in the Find Interaction dialog
box. Users can indicate that an interaction is "Private" to
prevent other users from recording or listening to it.
2.
User Category
Group
Alerting Rights
Client Rights (in CIC
clients)
Name
Description
Email Alerts
Allows users to add alerts to email type actions in
Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Handler Alerts
Allows users to add alerts to handler type actions
in Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Memo Alerts
Allows users to add alerts to memo type actions in
Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Account Code Verification
Allows users to assign account codes to incoming
and outgoing interactions. See also the View
Account Codes access control right.
Can Create Speed Dials
Allows users to create speed dial views.
Conference Calls
Allows users to create conference calls. See also
the Conference Rooms access control right.
Customize Client
Allows users to customize configuration settings in
the CIC clients. It also allows users to add view,
however, the ability to display certain views may
require additional access control rights.
Manage Client Templates
Allows users to create and edit configuration
templates in Interaction Client .NET Edition and
Interaction Desktop.
Mini-Mode
Allows users to run the Mini-Mode add-on to
Interaction Client .NET Edition and Interaction
Desktop. Mini-mode provides a compact view and
basic control of your interactions.
Monitor Columns
Allows users to add the Lstns column and Recs
column to a queue view. The Lstns column shows
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Interaction Administrator Printable Help
a speaker icon when someone is listening to the
conversation. The Recs column shows a red dot
icon to indicate that the conversation is being
recorded. For more information, see Who can see
and listen to recordings.
Determines whether or not users are alerted when
a new call arrives in the queue when already on a
call. This only occurs on calls into lines that are
marked "Allow Deferred Answer."
Multiple Calls
If users do not have this right, or are already on a
call and do not have call coverage set to forward
calls when busy, then they are not alerted to the
new call and it rolls to voicemail.
This setting does not actually prevent multiple
calls from being on a queue at the same time. It
merely controls whether users are alerted or not.
This setting applies only to My Interactions, not to
calls to a logged-in station or default workstation.
Orbit Queue
This security right allows a user to park a call on an
orbit queue. An orbit queue is a numbered queue
that holds a call until another user picks it up.
Allows users the option of keeping remote
telephone connected until you log off.
Persistent Connections
Allows users to select Allow Persistent Connection
when using a dynamic remote client connection
with the Interaction Client. NET Edition and the
Interaction Client Web Edition.
Personal Rules
Allows users to set up Personal Rules or create a
Quick Call rule. These rules automatically perform
specific actions when triggered by certain
interactions
Problem Reporter
Allows users to use the Report a Problem option
from the File menu in Interaction Client .NET
Edition, Interaction Desktop, and Interaction Client
Web Edition. This option allows users to send an
email message containing problem information to
a specified email recipient.
Receive Voice mail
If users have this right, callers are sent to voice
mail when in a DND status (Gone Home, Out of
the Office, or some other "not available" status) or
when not answering phone.
If users don't have this right, callers are returned
to the Interaction Attendant main menu.
Response Management
270
Allows users to use Response Management to
incorporate a stored response such as a standard
greeting or their company's support website
address in e-mail messages, chats, callback
requests, or text message.
Interaction Administrator
Status Notes
Allows users to create a Status Note when they set
Status details for themselves or other users. Status
Notes provide additional details about status, for
example, the date an agent expects to return after
vacation.
Allows users to enter a new Remote Number when
User-defined Telephone Number on logging in to the Interaction Client .NET Edition,
Remote Login
Interaction Desktop, and Interaction Client Web
Edition.
Workgroup Queue Statistics
This security right allows a user to use the
Workgroup Statistics view in the CIC clients.
Allows users to display the
Workgroups/Profiles Workgroup and Profiles view. This
Tab
view lists workgroups and Attendant
Profiles by name.
Handler Rights
Interaction
Command Rights (Restricts which
commands are
visible in the CIC
clients) Note: These
rights control the
Debug
Allows users to debug handlers published to the
IC server. This applies only to users who have the
Interaction Designer program and who are
authorized to update production handlers or
create new handlers on the IC server. If this check
box is not selected, users who attempt to debug
handlers from Interaction Designer will see an
appropriate error message.
Manage
Allows users to add or remove handlers published
to the IC server. A handler’s status can be
managed by someone running the Interaction
Designer program on a workstation and using the
Manage Handlers command on the Tools menu. If
this option is not selected, users who attempt to
manage handlers from Interaction Designer will
see an appropriate error message.
Publish
Allows users to publish new or updated handlers
on the IC server. This applies only to users who
have the Interaction Designer program and who
are authorized to update production handlers or
create new handlers on the IC telephony server. If
this check box is not selected, users who attempt
to publish handlers from Interaction Designer will
see an appropriate error message.
Assistance
Displays the Assistance button.
Coach
Displays the Coach button.
Disconnect
Displays the Disconnect button.
Hold
Displays the Hold button.
Join
Displays the Join button.
Listen
Displays the Listen button.
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Interaction Administrator Printable Help
buttons in the CIC
clients.
My Interaction
Rights
272
Mute
Displays the Mute button.
Park
Displays the Park button.
Pause
Displays the Pause button.
Pickup
Displays the Pickup button.
Private
Displays the Private button.
Record
Displays the Record button.
Secure Input
Displays the Secure Input button.
Secure Recording Pause
Displays the Secure Record button.
Transfer
Displays the Transfer button.
Voicemail
Displays the Voicemail button.
Coach Interactions
Allows users to coach interactions by adding
themselves to other agents' interactions.
Disconnect Interactions
Allows users to disconnect interactions using the
CIC clients instead of hanging up the telephone.
Initiate Secure Input Interactions
Allows users to initiate Secure Input to collect
confidential information from a customer.
Join Interactions
Allows users to join interactions, thus creating a
conference call.
Listen in on Interactions
Allows users to listen to calls. Both sides of a call
can be heard.
Mute Interactions
Allows users to disable the microphone on the
telephone so that the other party or parties cannot
hear what is being said during a call. It also
enables users to reactivate the microphone.
Park Interactions
Allows users to park calls on orbit. Note: Can only
park calls appearing in My Interactions.
Pause Interactions
Allows users to use the Pause button to control a
recording session. The button can be clicked to
pause the recording session. It can be clicked
again to resume the recording session.
Pickup Interactions
Allows users to pick up interactions.
Private Interactions
Allows users to prevent other CIC client users from
recording or listening to their conversation.
Put Interactions on Hold
Allows users to place selected interactions on hold.
Record Interactions
Allows users to record interactions. The recordings
are stored in files.
Request Assistance from Supervisors
Allows users to request assistance from
supervisors.
Secure Recording Pause Interactions
Allows users to Secure Pause a Recording to avoid
recording sensitive information, such as Social
Interaction Administrator
Security numbers or credit card numbers, when
recording interactions.
Remote Access
Rights
Transfer Interactions
Allows users to transfer interactions.
Transfer Interactions to Voicemail
Allows users to transfer calls to voicemail.
Email Access via TUI
Allow users to participate in e-mail interactions
through the Telephone User Interface (TUI).
Fax Access via TUI
Allows users to participate in fax interactions
through the Telephone User Interface (TUI).
Mobile Office User
Allows users access to the Mobile Office feature.
Outlook TUI User (Requires Mobile
Office User)
Allows users access to Microsoft Outlook through
the Telephone User Interface (TUI).
Voicemail Access via TUI
Allows users to participate in voicemail
interactions through the Telephone User Interface
(TUI).
Alert Programming
This right controls whether or not users can add,
edit and remove alerts. When this right is
assigned, context menus over statistic-based
values in Supervisor provide the ability to add, edit
and remove alerts. Without this right, users can
only view alerts.
Directory Administrator
Allows users to edit public directories that were
created by other users.
Follow Me
Allows users to call-forward multiple numbers,
long distance numbers, and international numbers.
Intercom Chat
Allows users to have intercom chats between other
users on the same IC server.
IP Phone Provisioning Administrator
Allows users to provision IP phones in the
Managed IP Phones container.
Remote Control
Allows users to remotely run applications and
utilities that are Notifier clients, for example, IC
System Manager and Switchover Control Panel.
Require Forced Authorization Code
Requires users logged into station phones to enter
a code that authorizes toll number calls.
TIFF Faxes
Allows users to use TIFF (Tag Image File Format)
for faxes.
Trace Configuration
Allows users to configure tracing using IC System
Manager or IC Trace utility.
Video
Reserved for future use.
View Interaction Details
Allows users to use Interaction Details view in the
Interaction Tracker category. This view allows
Interaction Supervisor users to search for
interactions and examine the details.
User Rights
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Interaction Administrator Printable Help
3.
Click Close to return to the Security page
4.
Click Apply to save changes to the configuration.
Example
If a user needs security rights to join interactions creating conference calls, do the following:
1.
Select "User" from the Category drop-down list.
2.
Under the "Interaction Command" security rights, select the check box in the Has Right column for Join to
display/enable the Join button in Interaction Client .NET Edition, Interaction Desktop, and Interaction Client
Web Edition.
3.
Under "My Interactions" security rights, select the check box in the Has Right column for Join Interactions.
4.
Click Close.
To assign the same rights to the default user, role, or workgroup, follow the same procedure.
Related topics
Administrator Access
Access Control
Overview of security
Configuration property inheritance
Roles
Feedback
Overview of roles
A role is a way to define a special group of people that require specific CIC client rights or Interaction Administrator
access. Users and members of workgroups can be assigned to a role.
Users and members of a workgroup that is assigned to a role inherit the user rights and administrative access controls
that are configured for the role. Users and workgroups can be assigned multiple roles.
Default roles
The following roles are created during installation:
274
•
Administrator
•
Agent
•
Billable-Time User
•
Business User
•
Mobile Office
•
Operator
•
Supervisor
Interaction Administrator
These roles have default rights, access, and dialing privileges. You can change the permissions for these roles in the
Roles subcontainer.
Note: There are no values set for the default user created during setup. If a role is not defined for a user, the default
Business User role is added to the user's configuration. Administrator Role is added to the administrator's user
configuration.
Related topics
About inheritance of configuration properties
Client Configuration Introduction
Roles
Roles configuration
Feedback
Role name
Type a name that represents a set of attributes and permissions that you want to assign to specified users or
members of a workgroup.
An example of a role name might be Agent or Sales.
You may assign a role to default users, users, and members of workgroups during configuration.
Feedback
Configuration
Use this tab to assign users and workgroups to the role you are creating.
1.
To add a user to this role, in the Users list, click Add User.
2.
To delete a user from this role, select the user and click Delete. You can select multiple users at a time.
3.
To add a workgroup to this role, in the Workgroup list, click Add Workgroup.
4.
To delete a workgroup from this role, select the workgroup and click Delete. You can select multiple
workgroups at a time.
Note: Workgroup membership is not inherited by a user assigned to a role. Adding a workgroup to a role, and then
assigning the role to a user, does not mean the user automatically is assigned to the workgroup.
Related topics
Overview of roles
Feedback
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Interaction Administrator Printable Help
CIC Client Configuration
Use this tab to select the template for the role.
From the Client Configuration list, select the template to assign.
1.
Note: You can also configure templates at the user level. For more information, see Configure a CIC client for
a user.
Related topics
Overview of roles
Configure a CIC client for a user
Security
Feedback
Overview of security for people
You can configure security for the default user, for roles, for a user, or for a workgroup.
Because users inherit one or more properties from the default user, roles and workgroup, the Security page is
available from each of these containers. See Configuration Property Inheritance for an explanation of how these
properties are related in each container.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
For more information on the types of security available for people, see the links under Related topics.
Related topics
Overview of the master administrator rights
Overview of administrator access rights
Overview of access control rights
Overview of security rights
Configuration property inheritance
Feedback
Assign administrator access rights
Administrator access allows a user to modify configuration options in Interaction Administrator containers. You can
assign administrator access to any role, workgroup, user, or the default user.
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Interaction Administrator
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign administrator access rights
1.
In the Security page, click Administrator Access.
The Administrator Access dialog box appears.
By default (<All>) categories are displayed. You can select a specific category of access rights or you can
locate rights by using the Search box.
2.
Select the rights to assign. You can assign specific access rights within a group (or container), or assign *[All]
access rights in a group.
3.
Click Close.
The Administrator Access page appears.
4.
Click Apply.
Your configuration changes are saved.
To allow an administrator to assign (edit) all of the actions in the Actions container
1.
From the Category list, select System.
2.
Under Actions, select the *[All] check box.
3.
Click Close.
Related topics
Analyzer category
Attendant category
Collective category
Conference category
Dialer category
Integrations category
Optimizer category
People category
Recorder category
Resource category
Server category
Survey category
System category
Feedback
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Interaction Administrator Printable Help
Assign access control rights
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign access control rights
1.
In the Security page, click Access Control.
The Access Control dialog box appears. The categories of rights that appear depend on the CIC products
that you have installed. You can locate rights by selecting a category or by using the Search box.
2.
Select the rights to assign. You can assign specific rights within a group, or assign *[All] rights in a group. The
following tables show the available access control groups, the rights, and the associated descriptions, by
category.
Application Category
Group
Name
Description
View
Determines which Interaction Feedback surveys and survey
results the user can view.
Feedback Surveys
Modify
Recorder Questionnaires
Determines which Interaction Feedback survey definitions
can be modified.
Note: Select this right for the user if the user needs to be
able to enable the survey.
View
Determines which questionnaire directories are available
from the drop-down list in the Interaction Recorder
Questionnaire container. If available from the list, a
recording can be scored with that questionnaire.
Modify
Determines which questionnaire can be modified.
Attendant Profiles Category
Group
Email Profiles
Name
Description
View
Determines which Interaction Attendant email profiles can
be viewed.
Search
Determines which Interaction Attendant email profiles are
available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant email profiles can
be modified. Users who can modify a profile can acquire a
lock and edit or publish it.
View
Determines which Interaction Attendant inbound profiles
can be viewed.
Search
Determines which Interaction Attendant inbound profiles are
available in the Transfer to dialog box.
Inbound Profiles
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Interaction Administrator
Operator Profiles
Outbound Profiles
Modify
Determines which Interaction Attendant inbound profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
View
Determines which Interaction Attendant operator profiles
can be viewed.
Search
Determines which Interaction Attendant operator profiles are
available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant operator profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
View
Determines which Interaction Attendant outbound profiles
can be viewed.
Search
Determines which Interaction Attendant outbound profiles
are available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant outbound profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
Interaction Conference Category
Group
Name
Description
Determines if a conference room is available for creating conferences.
Conference Rooms
Restrict
A conference room is a set of telephone phone numbers or stations that
are designated as a conference room in Interaction Conference. If you
assign the Restricted right to a conference room, then users cannot make
new conferences that use the conference room. Users can still call into the
conference room if they have a PIN.
By default, every user who has access to Interaction Conference can use
every conference room that is defined in CIC.
Interaction Dialer Category
Group
Name
Description
View
Determines which campaigns can be viewed in Interaction
Dialer Manager.
Modify
Determines which campaigns can be managed in Interaction
Dialer Manager.
Campaigns
Interaction Optimizer Category
Group
Agent Groups
Name
Description
View
Determines which agent groups in Interaction Center
Business Manager (ICBM) can be viewed.
Modify
Determines which agent groups in ICBM can be modified.
Create
Determines if user can create agent groups in ICBM.
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Interaction Administrator Printable Help
Delete
Determines if user can delete agent groups in ICBM.
View
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be viewed.
Modify
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be modified.
Create
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be created.
Delete
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be deleted.
Interaction Optimizer
Master Administrator
Has Right
Allows access to all Interaction Optimizer-related activities in
IC Business Manager.
Intraday Monitoring
View
Allows access to view Intraday Monitoring configuration in
ICBM.
View
Allows access to view RTA configuration in ICBM.
Modify
Allows access to modify RTA configuration in ICBM.
View
Allows access to the Schedule Preferences configuration in
ICBM.
View
Allows access to view schedules in ICBM. This includes
weekly schedules and schedule bids.
Modify
Allows access to modify schedules in ICBM. This includes
weekly schedules and schedule bids.
Create
Allows access to create schedules in ICBM. This includes
weekly schedules and schedule bids.
Delete
Allows access to delete schedules in ICBM. This includes
weekly schedules and schedule bids.
View
Allows access to view scheduling units.
Modify
Allows access to modify scheduling units. See Security Rights
for rights to create or delete scheduling units.
View
Allows access to view shift rotations.
Modify
Allows access to modify shift rotations.
Create
Allows access to create shift rotations.
Delete
Allows access to delete shift rotations.
View
Allows access to view shifts in ICBM.
Modify
Allows access to modify shifts in ICBM.
Create
Allows access to create shifts in ICBM.
Delete
Allows access to delete shifts in ICBM.
View
Allows access to view time-off requests.
Modify
Allows access to modify time-off requests.
Forecasts
Real-time Adherence (RTA)
Schedule Preferences
Schedules
Scheduling Unit
Configuration
Shift Rotations
Shifts
Time off requests
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Interaction Administrator
Delete
Allows access to delete time-off requests.
Create
Allows access to create time-off requests.
Interaction Process Automation Category
Group
Name
Description
View
Determines what processes in Process Monitor and the CIC
clients can be searched for and viewed.
Manage
Determines which processed can be searched, canceled, and
retried in Process Monitor.
Processes
Determines which processes can be launched from the CIC
clients.
Launch
Note: A process must be published before it can be
launched.
People Category
Group
Name
Description
Account Codes
View
Determines which account codes the user can view in the
CIC client dialog boxes. To assign account codes to incoming
and outgoing calls the Account Code Verification security
right must be assigned in addition to this access control
right.
Client Buttons
View
Determines which custom buttons can be used on the
Queue Control toolbar in the CIC clients.
View
Determines which status columns the user can add to a
directory view. These status columns include: Activated,
Forward Number, Logged In, Notes, On Phone, Status, Status
Summary, Time in Status, and Until.
View
Determines which queue columns the user can view in user,
station, orbit, or workgroup queues. For more information,
see Who can see and listen to recordings.
Substitute
Determines which interaction attributes the user can use in a
response macro. For more information, see the help for the
CIC clients.
View
Determines which skills the user to can use design processes
that transfer interactions to workgroups. For more
information, see the Interaction Process Automation help.
View
Determines how the user can work with workgroups in the
CIC clients.
Directory Status Columns
Queue Columns
Skills
Workgroups
Statistics
CIC clients: View workgroups in the Workgroup Statistics
view.
Interaction Supervisor: View and select workgroup statistics.
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Interaction Administrator Printable Help
Queues Category(see note)
Group
Line Queues
Station Queues
User Queues
Name
Description
Modify
Allows pickup, transfer, and disconnect of call interactions on
a line queue.(see note)
Monitor
Allows coach, join, listen, and record of call interactions on a
line queue.(see note)
View
Determines which line queues can be viewed.
Modify
Allows disconnect, hold, mute, Pickup, or transfer of call
interactions on a station queue. (see note)
Monitor
Allows coach, join, listen, or record of call interactions on a
station queue.(see note)
View
Determines which station queues can be viewed.
Search
Determines which station queues can be transfer targets in
the Transfer dialog box.
Modify
Allows disconnect, hold, mute, pickup, or transfer of
interactions on a user queue.(see note)
Monitor
Allows coach, join, listen, or record of interactions in a user
queue.(see note)
View
Determines which user queues can be viewed. See also
Configure the visibility of user data in reports
Statistics
Determines which user queues' statistics can be viewed.
Modify
Allows disconnect, hold, mute, pickup, or transfer of
interactions on a workgroup queue.(see note)
Monitor
Allows coach, join, listen, or record of interactions on a
workgroup queue.(see note)
Determines which workgroup queues can be viewed.
Workgroup Queues
View
Search
Note: The View Workgroup Queue rights filter which
workgroups are exposed to a user when the user is using the
Telephone User Interface (TUI) to send or forward voice mail
and email messages.
Determines which workgroup queues can be transfer targets
in the Transfer dialog box.
Note: The Advanced Access Details button is enabled when you select a line, station, user, or workgroup
queue. Click this button to select or de-select a subset of queue rights or individual rights.
For example, for a person, you can select the ability to preview interactions.
Server Category
282
Group
Name
Description
Station Groups
View
Determines which station groups can be viewed.
Interaction Administrator
Determines which station groups can be transfer targets in
the Transfer dialog box.
Search
Station Logon Category
Group
Name
Description
Stations
Login
Determines which stations can be logged in.
System Category
Group
Name
Description
General Directories
View
Determines which general directories can viewed.
IC Data Sources
View
Determines which data sources the user can configure and
reference in database actions in Interaction Process
Automation.
Interaction Reporter
Reports
View
Determines which Interaction Reporter reports can be
generated.
Layouts
View
Determines which layouts the user can view.
Misc Items
View
Allows a user to log in on behalf of another user.
View
Determines which phone number classifications can be
accessed, such as blocked or long distance.
Follow-me
Determines which phone number classifications can be used
as follow-me numbers.
Forward
Determines which phone number classifications can be used
as forwarding numbers.
TUI
Determines which phone number classifications can be used
as forward numbers available through the menu when
logged into voice mail. This access right prevents toll-fraud
through the TUI.
Positions
View
Determines which floor plan images (positions) the user can
use in Interaction Supervisor iPAD Edition.
Plugins
View
Determines which plug-ins can be added.
Response Management
View
Allows access to chat features.
Status Messages
View
Determines which statuses can be selected from the My
Status list or from the Set Status list when changing
another user's status.
e-FAQ's
View
Determines which eFAQs and eFAQ controls agents can see.
Phone Number Classifications
User Category
Group
Name
Description
Users
View History
Determines whose interactions can appear in the Interaction
Tracker Related Items view in the CIC clients.
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Interaction Administrator Printable Help
Change Status
Determines which users' status can be changed..
3.
Click Close to return to the Security page
4.
Click Apply to save changes to the configuration.
Example
If an administrator user needs access control rights to view all general directories, do the following:
1.
From the Category list, select System.
2.
Under the General Directories access control, select the *[All] check box in the View column.
3.
Click Close.
To assign the same rights to the default user, role, or workgroup, follow the same procedure.
Caution: It is strongly recommend not to select the *[All] check box for the default user, since it would give every user
access control to these categories minimizing phone system security. This could also significantly impact system
performance on sites with large numbers of users (that is, more than 1,000 users). It is further recommend to limit the
number of users who have access control to *[All] user and station queues, as those items generate the most traffic in
large implementations.
Related topics
Administrator access
Assign scurity rights
Feedback
Assign security rights
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign security rights
1.
In the Security page, click Security Rights to display the Security Rights dialog box.
There are two categories of security rights; Application and User. The categories are further divided into
groups of related rights. By default, <All> categories is selected to display security rights in both categories.
You can optionally locate rights by typing information in Search.
2.
Select the rights to assign. The following tables show the available security rights groups, the rights, and the
associated descriptions, by category:
1.
Application Category
Group
Alerting Rights
284
Name
Description
Email Alerts
This security right allows the user to add email
alerts that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Interaction Administrator
Handler Alerts
This security right allows the user to add handlers
that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Memo Alerts
This security right allows the user to add memo
alerts that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Allow the User to Create Email Profiles
Allows users to create profiles used to process email
interactions. This security right gives users the modify
access right to email profiles they create.
Allow the User to Create Inbound Profiles
Allows users to create profiles used to process incoming
interactions. This security right gives users the modify
access right to inbound profiles they create.
Allow the User to Create Operator Profiles
Allows users to create profiles used to process incoming
interactions to the operator. This security right gives
users the modify access right to operator profiles they
create.
Allow the User to Create Outbound Profiles
Allows users to create profiles used to process transferred
interactions. This security right gives users the modify
access right to outbound profiles they create.
Create and Modify All Conferences
Allows users to create conferences and to modify all
conferences regardless of creator.
Create and Modify Conferences
Allows users to create conferences, but to modify only
those conferences they created.
Publish
Allows the user to publish from the Interaction
Process Automation designer in the IC Server
Manager application.
Logon Campaign
Allows the Interaction Scripter user, at login time,
to select campaigns to participate in. Agents who
not have this right are logged into all campaigns
automatically. See the Interaction Scripter Client
User Guide.
Attendant
Interaction
Conference Policy
Interaction
Process
Automation
Interaction
Dialer
Manually Transition to a Campaign Group
When using the Advanced Campaign Management
feature and monitoring a campaign in the Dialer
Campaign Sequence Details view in IC Business
Manager, this right allows a user to be able to
manually transition from the currently active
campaign group to any campaign group in the
sequence.
Without this right, users can only monitor
campaign transitions.
Modify Configuration General
View and modify two specific settings on the General tab
of the Global Configuration Settings dialog box in
Interaction Dialer Manager. The settings are:
•
Delay in seconds before auto-dispositioning a
disconnect interaction
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Interaction Administrator Printable Help
•
Pause a campaign when the database query
failure rate exceeds
Modify specific preview call settings on the General tab
of the Global Configuration Settings dialog box in
Interaction Dialer Manager. The settings are:
Modify Preview Call Behavior
•
If a Preview call fails to connect, play this
file to the agent
•
If a Preview call encounters a busy signal,
play this file to the agent
This right allows the user to perform the
Predefined Actions from the Data Query section of
a Contact List.
The actions are:
•
•
•
•
•
•
Run Contact List Predefined Actions
Bulk Edit
Delete
Make Callable
Make Uncallable
Reset Attempts
Schedule Calls
The View/Modify Contact List Data Query right is
required to use the Run Contact List Predefined
Actions right.
View Configuration General
View Preview Call Behavior
View/Modify Contact List Data Query
Interaction Dialer Campaigns
Create/Modify Dialer Campaign Group
286
View, but not modify, two specific settings on the
General tab of the Global Configuration
Settings dialog box in Interaction Dialer
Manager. The settings are:
•
Delay in seconds before auto-dispositioning
a disconnect interaction
•
Pause a campaign when the database query
failure rate exceeds
View specific preview call settings on the General
tab of the Global Configuration Settings dialog
box in Interaction Dialer Manager. The settings
are:
•
If a Preview call fails to connect, play
this file to the agent
•
If a Preview call encounters a busy
signal, play this file to the agent
Determines whether or not the Data Query tab of
a Contact List object is visible or not. The Data
Query tab queries the contact list to display a list
of results in a data grid. Query results can be
saved as filters. Users may also apply actions to
records displayed in the grid, and commit
changes back to the database.
When using the Advanced Campaign Management
feature, this right allows a user to be able to
create new and modify existing campaign groups
on the Campaign Sequence tab in the Campaigns
view.
Without this right, users can only view existing
campaign groups.
Interaction Administrator
Modify Campaign Group Sequence
When using the Advanced Campaign Management
feature, this right allows a user to be able to
create new and modify existing campaign
sequences on the Campaign Sequence tab in the
Campaigns view.
Without this right, users can only view existing
campaign sequences.
View/Modify Agentless Calling Type
Determines whether users can select Agentless
dialing mode when setting the Calling mode for a
Campaign.
View/Modify Automatic Zone Mapping
Grants right to select the "Automatically map time
zones and all child options" option for a Campaign
object. Without this right, these options are
unavailable.
View/Modify Line Settings
Enables settings in the Dialer Line Information
group box for a Campaign. Options in this frame
configure Dialer to adhere strictly to CIC's Dial
Plan, or to use one specific line group for
campaign calls.
View/Modify Maximum Lines
Determines whether the Maximum Lines per
Campaign setting on the Basic Configuration tab
of a Campaign is enabled or not.
View/Modify Status
Enables the Campaign Execution Panel for a
campaign entry. Users who have this right can
control the running state of a campaign, whether
it runs in accordance with a schedule, or in a
manually operated state. Users can also recycle
the contact list, recycle the campaign, and test to
ensure that campaign settings are valid. When
not granted, these controls are unavailable.
Modify Change Auditing
Grants right to modify Configuration Change
Auditing settings under Global Dialer Settings.
When enabled, auditing tracks configuration
changes made.
Modify HTTP Server
Grants right to modify HTTP Server settings under
Global Dialer Settings. These settings are used to
stream data in and out of a contact list table.
Modify Outbound Dialer Servers
Grants right to modify settings on the Outbound
Dialer Servers tab under Global Dialer Settings.
The user can designate an ODS server to send
notifications and e-mails when errors or outages
occur, and can set threshold values for individual
ODS servers, including Maximum Calls and
Maximum Call Rate.
Modify Phone Number Types
Grants right to modify Phone Number Types
under Global Dialer Settings. Types are userdefined strings that can be associated with
contact columns to identify a type of telephone
number. Examples of phone number types might
be "Work", "Home", or "Cell".
View Change Auditing
Grants right to view Configuration Change
Auditing settings under Global Dialer Settings.
These settings are disabled if the user does not
have this right. The Configuration Change
Auditing feature tracks configuration changes
made using Dialer Manager, or an API such as
IceLib.Configuration.Dialer.
Interaction Dialer Global Dialer
Settings
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Interaction Administrator Printable Help
View HTTP Server
Grants right to view HTTP Server settings under
Global Dialer Settings. These settings are used to
stream data in and out of a contact list table.
Options on the HTTP Server tab are disabled
when this right is not granted.
View Outbound Dialer Servers
Grants right to view the Outbound Dialer Servers
tab under Global Dialer Settings. The user can see
which ODS server has been selected to send
notifications and e-mails when errors or outages
occur. When this right is not granted, options on
the tab are disabled
View Phone Number Types
Grants right to view the Phone Number Types tab
under Global Dialer Settings. Types are userdefined strings that can be associated with
contact columns to identify a type of telephone
number. Examples of phone number types might
be "Work", "Home", or "Cell". When this right is
not granted, options on the tab are disabled.
View/Modify Data Connections
Grants right to view and modify Database
Connections in Dialer Manager. When this right is
not granted, Database Connection options are
disabled.
View/Modify DNC Sources
Grants right to view and modify the DNC Sources
view in Dialer Manger. A DNC Source provides a
list of telephone numbers that should not be
dialed. When this right is not granted, DNC
options are disabled
View/Modify Time Zone Map Data
Grants right to view and modify the Timezone
Map Data view in Dialer Manger. A time zone map
is a file that associates the initial digits of a phone
number (area code and exchange in North
America, for example) with a time zone. When
this right is not granted, options on the view are
disabled.
Determines whether or not a user can check the
"Locked" check box option for a Dialer policy
object, preventing it from being modified,
removed, or unlocked by anyone who does not
have Master Administrator rights.
Lock Policy Sets
Interaction Dialer Policy/Rule Sets
View/Modify Custom
Handler Actions
View/Modify Event Log
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Once a policy is locked, users who are not Master
Administrators can view the policy, but they cannot
remove or edit it until a Master Administrator
removes the lock. Locked policies can be assigned
to a campaign, but they cannot be removed from a
campaign without Master Administrator rights.
Grants right to run the
Dialer_RuleActionEvent handler by setting
up a Rule Action or Policy Behavior. A user
who does not have this right cannot modify
settings that configure a Run Handler rule
action.
Grants right to configure Rule Set Actions or
Policy Set Behaviors that write an event log
entry.
Interaction Administrator
Interaction
Optimizer
Interaction
Reporter
Agent can bid on schedules
Allows users to bid on preferred schedules in
Interaction Desktop.
Agent can see rank
Allows agents to view their ranking of potential
schedules in order of most to least-desired. Agents
can view the details about how the bid was ranked
in the Bid Information section in Interaction
Desktop. When enabled, agents can see the initial
part of their rank string, such as “Your rank is 22
for this bid.”
Agent can see relative rank
Allows agents to view their ranking of potential
schedules compared to other agents' rankings.
Agents can view the details about how their bids
were ranked compared to other agents' bids in the
Bid Information section in Interaction Desktop.
When enabled, agents can see the second part of
their rank string, such as “Your rank is 22 out of 45
for this bid.” vs. "Your rank is 22 for this bid.”
Agent can specify schedule preferences
Allows users to set schedule preferences in
Interaction Desktop.
Agent can submit time off
Allows users to submit requests for time off.
Can create activity codes
Allows users to add activity codes.
Can create day classifications
Allows users to add day classifications.
Can create scheduling units
Allows users to create scheduling units.
Can delete activity codes
Allows users to delete activity codes.
Can delete day classifications
Allows users to delete day classifications.
Can delete scheduling units
Allows users to delete scheduling units.
Can create scheduling units
Allows users to create scheduling units.
Can modify activity codes
Allows users to edit activity codes.
Can modify activity type mapping
Allows users to edit activity type mappings.
Can modify day classifications
Allows users to edit day classifications.
Can view activity codes
Allows users to view activity codes.
Can view activity type mapping
Allows users to view activity type mappings.
Can view day classifications
Allows users to view day classifications.
Interaction Report Administrator
Allows users to configure all features and
functions in Interaction Reporter.
Create/Delete Questionnaire Directories
Create, modify, or delete Interaction Quality
Manager Questionnaires directories and
Questionnaire rankings.
Interaction Recorder Policy Editor
Access the Interaction Recorder Policy Editor and
configure and update Interaction Recorder
Policies. The Interaction Recorder policies
determine which interactions are recorded, and
where the recordings are stored and archived.
Recorder Policy
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The Interaction Recorder policies also determine
how long recordings are retained, and who can
access, modify, and take actions for recordings
within the system.
Master Key Password Administrator
Create, change, or deactivate the Master Key
Password that is used to protect the Master Key
File and securely encrypt master key data. This
security right requires the Master Key Password
license
(I3_FEATURE_RECORDER_MASTER_KEY_PASSWORD
) to be included in the IC server license. The Master
Key Password function is available on the
Interaction Recorder Key Generation page.
Important Note: Interactive Intelligence
Support cannot recover encrypted recordings if a
Master Key Password is lost.
Override Finished Scorecards
Make additional answer and scoring changes for
Interaction Quality Manager Questionnaire
Scorecards that have already been finished in the
system.
Note: Overriding a finished scorecard can affect
reports.
Tracker Policy
2.
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Add Individuals
Allows users to add individuals in Interaction Tracker.
Add Organizations
Allows users to add organizations in Interaction Tracker.
Delete Individuals
Allows users to delete individuals in Interaction Tracker.
Delete Organization
Allows users to delete organizations in Interaction
Tracker.
Have Private Contacts
Allows users to designate an Interaction Tracker contact
as private and prevent other users from viewing or using
information for this contact.
Modify Individuals
Allows users to change or update individuals in
Interaction Tracker.
Modify Interactions
Allows users to change or update interactions in
Interaction Tracker.
Modify Organizations
Allows users to change or update organizations in
Interaction Tracker.
Related Interactions Page
Allows users to view the page that shows related
interactions in Interaction Tracker.
Interaction Tracker Administrator
Gives users the rights to access all pages in Interaction
Tracker.
View Other People's Private Interactions
Allows users to view other users' private interactions in
the Related Items view and to have these interactions
included in search results in the Find Interaction dialog
box. Users can indicate that an interaction is "Private" to
prevent other users from recording or listening to it.
Interaction Administrator
User Category
Group
Alerting Rights
Name
Description
Email Alerts
Allows users to add alerts to email type actions in
Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Handler Alerts
Allows users to add alerts to handler type actions
in Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Memo Alerts
Allows users to add alerts to memo type actions in
Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Account Code Verification
Allows users to assign account codes to incoming
and outgoing interactions. See also the View
Account Codes access control right.
Can Create Speed Dials
Allows users to create speed dial views.
Conference Calls
Allows users to create conference calls. See also
the Conference Rooms access control right.
Customize Client
Allows users to customize configuration settings in
the CIC clients. It also allows users to add view,
however, the ability to display certain views may
require additional access control rights.
Manage Client Templates
Allows users to create and edit configuration
templates in Interaction Client .NET Edition and
Interaction Desktop.
Client Rights (in CIC
clients)
Mini-Mode
Monitor Columns
Multiple Calls
Allows users to run the Mini-Mode add-on to
Interaction Client .NET Edition and Interaction
Desktop. Mini-mode provides a compact view and
basic control of your interactions.
Allows users to add the Lstns column and Recs
column to a queue view. The Lstns column shows
a speaker icon when someone is listening to the
conversation. The Recs column shows a red dot
icon to indicate that the conversation is being
recorded. For more information, see Who can see
and listen to recordings.
Determines whether or not users are alerted when
a new call arrives in the queue when already on a
call. This only occurs on calls into lines that are
marked "Allow Deferred Answer."
If users do not have this right, or are already on a
call and do not have call coverage set to forward
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calls when busy, then they are not alerted to the
new call and it rolls to voicemail.
This setting does not actually prevent multiple
calls from being on a queue at the same time. It
merely controls whether users are alerted or not.
This setting applies only to My Interactions, not to
calls to a logged-in station or default workstation.
Orbit Queue
This security right allows a user to park a call on an
orbit queue. An orbit queue is a numbered queue
that holds a call until another user picks it up.
Allows users the option of keeping remote
telephone connected until you log off.
Persistent Connections
Allows users to select Allow Persistent Connection
when using a dynamic remote client connection
with the Interaction Client. NET Edition and the
Interaction Client Web Edition.
Personal Rules
Allows users to set up Personal Rules or create a
Quick Call rule. These rules automatically perform
specific actions when triggered by certain
interactions
Problem Reporter
Allows users to use the Report a Problem option
from the File menu in Interaction Client .NET
Edition, Interaction Desktop, and Interaction Client
Web Edition. This option allows users to send an
email message containing problem information to
a specified email recipient.
Receive Voice mail
If users have this right, callers are sent to voice
mail when in a DND status (Gone Home, Out of
the Office, or some other "not available" status) or
when not answering phone.
If users don't have this right, callers are returned
to the Interaction Attendant main menu.
Response Management
Allows users to use Response Management to
incorporate a stored response such as a standard
greeting or their company's support website
address in e-mail messages, chats, callback
requests, or text message.
Status Notes
Allows users to create a Status Note when they set
Status details for themselves or other users. Status
Notes provide additional details about status, for
example, the date an agent expects to return after
vacation.
Allows users to enter a new Remote Number when
User-defined Telephone Number on logging in to the Interaction Client .NET Edition,
Remote Login
Interaction Desktop, and Interaction Client Web
Edition.
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Interaction Administrator
Workgroup Queue Statistics
This security right allows a user to use the
Workgroup Statistics view in the CIC clients.
Allows users to display the
Workgroups/Profiles Workgroup and Profiles view. This
Tab
view lists workgroups and Attendant
Profiles by name.
Handler Rights
Interaction
Command Rights (Restricts which
commands are
visible in the CIC
clients) Note: These
rights control the
buttons in the CIC
clients.
Debug
Allows users to debug handlers published to the
IC server. This applies only to users who have the
Interaction Designer program and who are
authorized to update production handlers or
create new handlers on the IC server. If this check
box is not selected, users who attempt to debug
handlers from Interaction Designer will see an
appropriate error message.
Manage
Allows users to add or remove handlers published
to the IC server. A handler’s status can be
managed by someone running the Interaction
Designer program on a workstation and using the
Manage Handlers command on the Tools menu. If
this option is not selected, users who attempt to
manage handlers from Interaction Designer will
see an appropriate error message.
Publish
Allows users to publish new or updated handlers
on the IC server. This applies only to users who
have the Interaction Designer program and who
are authorized to update production handlers or
create new handlers on the IC telephony server. If
this check box is not selected, users who attempt
to publish handlers from Interaction Designer will
see an appropriate error message.
Assistance
Displays the Assistance button.
Coach
Displays the Coach button.
Disconnect
Displays the Disconnect button.
Hold
Displays the Hold button.
Join
Displays the Join button.
Listen
Displays the Listen button.
Mute
Displays the Mute button.
Park
Displays the Park button.
Pause
Displays the Pause button.
Pickup
Displays the Pickup button.
Private
Displays the Private button.
Record
Displays the Record button.
Secure Input
Displays the Secure Input button.
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My Interaction
Rights
Secure Recording Pause
Displays the Secure Record button.
Transfer
Displays the Transfer button.
Voicemail
Displays the Voicemail button.
Coach Interactions
Allows users to coach interactions by adding
themselves to other agents' interactions.
Disconnect Interactions
Allows users to disconnect interactions using the
CIC clients instead of hanging up the telephone.
Initiate Secure Input Interactions
Allows users to initiate Secure Input to collect
confidential information from a customer.
Join Interactions
Allows users to join interactions, thus creating a
conference call.
Listen in on Interactions
Allows users to listen to calls. Both sides of a call
can be heard.
Mute Interactions
Allows users to disable the microphone on the
telephone so that the other party or parties cannot
hear what is being said during a call. It also
enables users to reactivate the microphone.
Park Interactions
Allows users to park calls on orbit. Note: Can only
park calls appearing in My Interactions.
Pause Interactions
Allows users to use the Pause button to control a
recording session. The button can be clicked to
pause the recording session. It can be clicked
again to resume the recording session.
Pickup Interactions
Allows users to pick up interactions.
Private Interactions
Allows users to prevent other CIC client users from
recording or listening to their conversation.
Put Interactions on Hold
Allows users to place selected interactions on hold.
Record Interactions
Allows users to record interactions. The recordings
are stored in files.
Request Assistance from Supervisors
Allows users to request assistance from
supervisors.
Allows users to Secure Pause a Recording to avoid
recording sensitive information, such as Social
Secure Recording Pause Interactions
Security numbers or credit card numbers, when
recording interactions.
Remote Access
Rights
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Transfer Interactions
Allows users to transfer interactions.
Transfer Interactions to Voicemail
Allows users to transfer calls to voicemail.
Email Access via TUI
Allow users to participate in e-mail interactions
through the Telephone User Interface (TUI).
Fax Access via TUI
Allows users to participate in fax interactions
through the Telephone User Interface (TUI).
Interaction Administrator
Mobile Office User
Allows users access to the Mobile Office feature.
Outlook TUI User (Requires Mobile
Office User)
Allows users access to Microsoft Outlook through
the Telephone User Interface (TUI).
Voicemail Access via TUI
Allows users to participate in voicemail
interactions through the Telephone User Interface
(TUI).
Alert Programming
This right controls whether or not users can add,
edit and remove alerts. When this right is
assigned, context menus over statistic-based
values in Supervisor provide the ability to add, edit
and remove alerts. Without this right, users can
only view alerts.
Directory Administrator
Allows users to edit public directories that were
created by other users.
Follow Me
Allows users to call-forward multiple numbers,
long distance numbers, and international numbers.
Intercom Chat
Allows users to have intercom chats between other
users on the same IC server.
IP Phone Provisioning Administrator
Allows users to provision IP phones in the
Managed IP Phones container.
Remote Control
Allows users to remotely run applications and
utilities that are Notifier clients, for example, IC
System Manager and Switchover Control Panel.
Require Forced Authorization Code
Requires users logged into station phones to enter
a code that authorizes toll number calls.
TIFF Faxes
Allows users to use TIFF (Tag Image File Format)
for faxes.
Trace Configuration
Allows users to configure tracing using IC System
Manager or IC Trace utility.
Video
Reserved for future use.
View Interaction Details
Allows users to use Interaction Details view in the
Interaction Tracker category. This view allows
Interaction Supervisor users to search for
interactions and examine the details.
User Rights
3.
Click Close to return to the Security page
4.
Click Apply to save changes to the configuration.
Example
If a user needs security rights to join interactions creating conference calls, do the following:
1.
Select "User" from the Category drop-down list.
2.
Under the "Interaction Command" security rights, select the check box in the Has Right column for Join to
display/enable the Join button in Interaction Client .NET Edition, Interaction Desktop, and Interaction Client
Web Edition.
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3.
Under "My Interactions" security rights, select the check box in the Has Right column for Join Interactions.
4.
Click Close.
To assign the same rights to the default user, role, or workgroup, follow the same procedure.
Related topics
Administrator Access
Access Control
Overview of security
Configuration property inheritance
Feedback
Password Policies
These password policy options can be set at the user or role level. The default password policy has pre-selected
settings and other rights. You can change these values in the Password Policy container. The settings displayed
depend on whether you are configuring password policies for user or role.
For more information about password policies, see the Security Precautions Technical Reference in the CIC
Documentation Library on the IC server.
For Users
Inherited
A password policy is a set of rights. When a password policy is added to a role, the user assigned that role,
automatically takes on those rights. The inherited password policies are displayed in this list.
Owned
To assign a password policy to a user, in the Owned list click Add.
To delete a policy that is assigned in the Owned list, select the password policy and click Delete. You can select
multiple policies to delete.
For Roles
A password policy is a set of rights. When a password policy is added to a role, users assigned that role take on those
rights.
The Available Password Policies list shows the policies available to assign to the role. Select an available policy and
click the Add button to assign the policy to this role. It appears in the Currently Selected Password Policies list.
To remove a policy from a role, click the Remove button. You can select multiple policies to add or remove.
Users
Feedback
User name
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Interaction Administrator
Interaction Administrator displays a list of valid domain user names associated with each mailbox user profile on the
network mail server (for example, Exchange Server or Notes server). Default CIC user names are identical to each
network account that has an email user profile.
To specify a user name, you can type a name in the box, or to retrieve a list of existing users for a domain, click the
.
You can type a user name not found in the list of email users, but that name must be registered as a valid network
account and email user account before the user can receive calls on the CIC system. This name must contain only
valid (alpha-numerical) characters.
Notes:
Do not use these characters: \ / : * < > |
If you copy an existing user and paste to create a new user, any workgroups the original user is a member of are not
copied to the new user. The problems with users inheriting rights and memberships are too complicated and require
the administrator to deliberately assign workgroup membership to users created this way.
You can choose Interaction Message Store (formerly Voicemail Only or FBMC) to store and track user voice mails
and faxes. If you chose Interaction Message Store as your voice mail option, it was installed and configured during
Interaction Center installation.
Do not exceed 64 characters.
Related topics
Add a user
Feedback
User Configuration
To define a CIC user account or change an existing user account, type or select the appropriate values in this page for
the user.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Extension
Type a unique (logical) extension number associated with this user. When this user logs on to the network at any CIC
client workstation, the CIC system detects that user’s presence (by his or her extension) and routes calls to the
workstation where the user logged on. If the user is logged on to more than one workstation at the same time, all
connected workstations ring when a call is received for that user, regardless of the workstation’s extension number.
Notes: Be sure the user extension numbers do not begin with a number that conflicts with a workgroup extension
or other valid queue extension. Extension numbers can be from two to six digits but should avoid the following
numbers (in North America): 1800, 1900, 1411, 1911.
If the Enable Regional Dialing option is selected in Regionalization - Location, and a change to a user extension
creates an extension conflict, a message is displayed listing duplicate extensions. For later reference when resolving
conflicts, click Copy to Clipboard to copy the listing, and then paste the content to a program that supports CSV
(like Microsoft Excel).
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Mailbox User
If you are using unified messaging (such as Microsoft Exchange or IMAP email client), select an email account to
receive voicemail, faxes, and email sent to this user. If a user does not have an email account, he or she will not
receive voice mail. The
button displays the Mailboxes page that lets you unambiguously specify the mailbox for
this user. If this user does not have or require an email account, leave the field blank.
Notes: If you chose Interaction Message Store to store and track user voice mails and faxes, you cannot change the
Mailbox User address on this page. When Interaction Message Store is enabled, the name displayed is from
information on the Mailbox Info tabbed page. To change Mailbox User information for Interaction Message Store,
click the Mailbox Info tab.
User names and addresses must contain only valid (alpha-numerical) characters.
Password
Type a password of any length or any characters (upper and lower case are significant); it is initially displayed as one
or more "*" characters. The next time you open the User configuration, the Password and Confirm Password fields will
display 16 ‘*’ characters, regardless of the length of the password you entered, as an added security measure. Blank
passwords are not allowed. A message appears if you do not enter a password, or if you enter a password that does
not satisfy the requirements of the password policy. The default password policy requires that passwords have a
minimum of 16 characters.
Keep in mind that remote callers may have to enter this password from a phone key pad. This password is required
for some CIC operations, such as remote voicemail retrieval, remote CIC client connections, and Forced Authorization
Codes. It is not required for local CIC client use.
Note: If you have master administrator rights, you can use the a command line executable to report on password
usage within a CIC organization. Run the PWCheckU executable from a command prompt in the IC server path using
a user log in switch, for example, "C:\ pwchecku -login adminuser 07158609." For more information about this utility,
see the Product Information site.
For more information about passwords, see the Security Precautions Technical Reference in the CIC Documentation
Library.
Confirm Password
Retype the password exactly as you did in the Password box.
Preferred Language
Select the preferred language for the prompts for this user. The default setting is <System Default>.
Default Workstation
From the Default Workstation list, select the name of the workstation primarily associated with the user’s account.
This field will auto-complete the listing. For example, type in the letter "a" to display a listing of all stations that
contain the letter "a".
For example, if USER1 is the workstation name associated with User 1's account, then USER1, or its analog phone,
rings on incoming calls even if User One is not logged on to the network unless:
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•
User 1 has selected a status other than Available
(for example, Do Not Disturb.
•
Someone other than User 1 is logged on to the workstation. Example, if User 1's default station is Station 1,
do not route calls addressed to User 1 to Station 1, as long as another user is logged on to that station
(whether Station 1 is the name of the PC or the name specified in the IC command line, it doesn't matter).
Otherwise, it causes a security breach.
Interaction Administrator
In either case, incoming calls for User 1 go directly to User 1's voice mail.
Notes: Do not configure as a user's default workstation any workstation intended for regular use by more than one
person.
You cannot select a remote station name as the default workstation. Remote users must log on to IC to receive calls.
The workstation needs to have the Ring Always setting enabled to properly set the default workstation for the user.
IC Privacy Name
This field is used for creating an alias for agent names in chat and other displays.
NT Domain User
Type the domain qualified user log on name for this CIC user (for example, CorpDomain\SonyaM). Click the Browse
button to browse domains and users, and to validate. CIC uses this field to automatically authenticate that the CIC
user has a valid account in the network domain. With the appropriate value in this field, the CIC user logged in to the
domain with this name can start any CIC application and CIC automatically authenticates this user as a form of
security. This prevents non-IC users from starting a CIC application (such as a CIC client) and running it on the
network.
If this field is blank, IC attempts to validate a CIC user from a cached list of valid CIC accounts created the first time
each user logs on to IC. If IC cannot reconcile a CIC user account with a known Windows user account, the log on will
fail, or an application may present an IC logon dialog to give the user an opportunity to enter valid IC and account
names and passwords.
Outbound ANI
Enter the ANI/Caller ID for the system to send when this user makes an outbound call.
Notes: This option overrides the Outbound ANI setting in Station Options.
This Outbound ANI option does not override a call placed with a specific Calling Party Number and Calling Party
Name. Call Forwarding and Follow-me numbers placed as outbound calls use the Forwarded Parties ANI and Name
where allowed.
Exclude From Directory
Select this check box to exclude the user from the company directory listing.
Location
Select the physical location for this user. By default, <Default Location> is used.
Time Zone
Select the time zone for this user.
Use Location Time Zone
To automatically set the user's time zone based on the user's location, select this check box.
Microsoft Lync Settings
These settings are used for the CIC and Microsoft Lync integration. For more information, see Microsoft Lync:
Configuring Users.
Note: The user must be associated with an NT domain account and must have an extension to be successfully set up
for Microsoft Lync integration. A Microsoft Lync license must also be available to use this feature.
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Home Site
Select the Home Site using the
button which allows the selection of site IDs as defined by the peer sites.
Current Site
This is the Current Site for this user, and is read-only.
Tip: To create a GIF image photo for this user to appear in a Chat Window during an IC Web Chat session, see the
"Agent Pictures and Corporate Logo" section of Using CIC's Web Feature's in the CIC Documentation Library.
Related topics
Users overview
Configure a user
Enable Regional Dialing
Forced Authorization Codes
Microsoft Lync: Configuring Users
Peer site concepts
Status Messages
Feedback
Licensing
Use this page to assign licenses to the user.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
License Allocation Method
Click the type of license allocation to use for this user. By default, Assignable method is used.
The Assignable method provides a way to allocate licenses to users, workgroups and stations, with the exception of a
Basic Station license. The Basic Station license can only be allocated to stations.
The Concurrent method provides a way to allocate licenses to users only and is based on the number of
simultaneous users accessing a feature or function. This license method allows users to acquire available licenses
during logon instead of based on configuration. With the concurrent license method, the license is not allocated until
the user logs in to the application. CIC maintains a list of users, and licenses available and in use.
Client Access License
To allow the user to use the CIC clients, assign this license. Without this license assignment, the user cannot run the
CIC clients.
ACD Access License
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Select this check box if this user is an ACD user, then select the type of ACD license. These are the available types of
ACD licenses:
•
Media 1: This license allows 1 interaction type at a given time.
•
Media 2: This license allows 2 interaction types at a given time.
•
Media 3 Plus: This license allows 3 or more interaction types at a given time.
If Media 1 or Media 2 type of ACD licenses is selected, you can click Interaction Types and select the type of
interaction from the list to apply to the license. Interaction Types is grayed-out and not available if Media 3 Plus is
selected.
Notes: Failure to have a ACD Access License assigned to the user will prevent that user from being ACD active.
If the station (Station A) is assigned a Basic Station license and two different users (User A and User B) each have all
other necessary rights (i.e., Client Access) assigned to them, then both users can simultaneously login to that station,
(User A and User B can both be logged into Station A at the same time). If the second user to login does not have
the necessary licenses assigned, then the second user login will fail.
IPA License
Select the IPA License check box if this user is an Interaction Process Automation user, and then select the type of
license to assign to that user.
These are the available types of Interaction Process Automation licenses:
•
Direct Routed Work Items (I3_ACCESS_IPA_USER) license: Enables you to launch any process to which you
have rights. It also enables you to receive Work Items that are directly routed to you.
•
Group Routed Work Items (I3_ACCESS_IPA_USER_ACD) license: Enables you to receive Work Items that are
either routed to you directly or as a member of a workgroup (similar to an ACD queue).
•
Process Monitor (I3_ACCESS_IPA_MONITOR) license: Enables you to view process status and details in the
Process Monitor or to use Process Reporting in IC Business Manager Applications.
•
Process Designer (I3_ACCESS_IPA_DESIGNER) license: Enables you to use the Process Designer to create and
modify Interaction Process Automation processes.
Note: Each license in this list enables you to use the Interaction Process Automation features included in all the
previous licenses in the list. That is, the Group Routed Work Items license includes the Direct Routed Work Items
license. The Process Monitor license includes both of the Routed Work Items licenses. The Process Designer license
includes all the other licenses.
For more information about designing processes, refer to the Interaction Process Automation Technical Reference
and the Process Designer online help.
Enable Licenses
Select this check box to set the license settings to Active. If unchecked, the licenses settings on this page are ignored
by the system. This is a way to turn off licensing for a user, but keep the license settings.
Additional Licenses
This list displays additional licenses that are available. Select the licenses you wish to assign to this user.
Click OK to save your changes. These license assignments are immediately reflected in the license counts in the
Licenses Allocation container list.
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Related topics
Configure a user
Feedback
Personal Info
The Personal Info page displays the user's mailbox information.
If the user's mailbox was selected from a directory service (Exchange for example), then the personal information
displayed here is populated by that directory service, and is read-only. If the user's mailbox was selected without
using a directory service (No Mailbox, Interaction Message Store, or IMAP), then the personal information can be
entered manually for display in the Company Directory.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To complete the personal information for a user
1.
Click the buttons at the top of the Personal Info tab to access all of the pages of personal information fields.
Related topics
Configure a user
Feedback
User Workgroups
If one or more workgroups are defined in the Workgroups container of Interaction Administrator, they appear in the
user’s Available Workgroups list. If this user is a member of any workgroup, that workgroup name appears in the
Currently Selected Workgroups list.
Moving users in and out of workgroups on this page accomplishes the same result as adding and removing users
from workgroups in the Workgroups container. In the same way, if a workgroup has a queue, use one of these pages
to add or remove users from the workgroup queue.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Available Workgroups
Workgroups in this list are defined in the Workgroups container. To add the user to one of the Available
Workgroups, which is indicated by the workgroup name appearing in the Currently Selected Workgroups list, do
one of the following:
•
Double-click the workgroup name, or
•
Select a workgroup name and click Add.
Currently Selected Workgroups
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Interaction Administrator
Workgroups in this list are defined in the Workgroups container. To remove a user from one of the Currently
Selected Workgroups, which is indicated by the workgroup name appearing in the Available Workgroups list, do
one of the following:
•
Double-click the workgroup name, or
•
Select the workgroup and click Remove.
Related topics
Users overview
Configure a user
Workgroups overview
Feedback
Roles
You can assign multiple roles to a user or multiple users to a role.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Inherited
A role is a set of permissions. When a role is added to a workgroup, the workgroup takes on those permissions. If a
user is a member of that workgroup, the user automatically inherits the roles assigned to the workgroup. The
inherited roles are displayed in this list.
Owned
To assign a role to this user, in the Owned list click Add. Again, you must already have defined one or more roles to
add a role in this list.
To delete a role that is assigned in the Owned list, select the role and click Delete. You can select multiple roles to
delete.
Note: The only inherited permission that an individual may override is Account Code Required.
Related topics
Configure a user
Users overview
Roles configuration
Feedback
Password Policies
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Interaction Administrator Printable Help
These password policy options can be set at the user or role level. The default password policy has pre-selected
settings and other rights. You can change these values in the Password Policy container. The settings displayed
depend on whether you are configuring password policies for user or role.
For more information about password policies, see the Security Precautions Technical Reference in the CIC
Documentation Library on the IC server.
For Users
Inherited
A password policy is a set of rights. When a password policy is added to a role, the user assigned that role,
automatically takes on those rights. The inherited password policies are displayed in this list.
Owned
To assign a password policy to a user, in the Owned list click Add.
To delete a policy that is assigned in the Owned list, select the password policy and click Delete. You can select
multiple policies to delete.
For Roles
A password policy is a set of rights. When a password policy is added to a role, users assigned that role take on those
rights.
The Available Password Policies list shows the policies available to assign to the role. Select an available policy and
click the Add button to assign the policy to this role. It appears in the Currently Selected Password Policies list.
To remove a policy from a role, click the Remove button. You can select multiple policies to add or remove.
Security
Feedback
Overview of security for people
You can configure security for the default user, for roles, for a user, or for a workgroup.
Because users inherit one or more properties from the default user, roles and workgroup, the Security page is
available from each of these containers. See Configuration Property Inheritance for an explanation of how these
properties are related in each container.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
For more information on the types of security available for people, see the links under Related topics.
Related topics
Overview of the master administrator rights
Overview of administrator access rights
Overview of access control rights
Overview of security rights
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Interaction Administrator
Configuration property inheritance
Feedback
Assign administrator access rights
Administrator access allows a user to modify configuration options in Interaction Administrator containers. You can
assign administrator access to any role, workgroup, user, or the default user.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign administrator access rights
1.
In the Security page, click Administrator Access.
The Administrator Access dialog box appears.
By default (<All>) categories are displayed. You can select a specific category of access rights or you can
locate rights by using the Search box.
2.
Select the rights to assign. You can assign specific access rights within a group (or container), or assign *[All]
access rights in a group.
3.
Click Close.
The Administrator Access page appears.
4.
Click Apply.
Your configuration changes are saved.
To allow an administrator to assign (edit) all of the actions in the Actions container
1.
From the Category list, select System.
2.
Under Actions, select the *[All] check box.
3.
Click Close.
Related topics
Analyzer category
Attendant category
Collective category
Conference category
Dialer category
Integrations category
Optimizer category
People category
Recorder category
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Resource category
Server category
Survey category
System category
Feedback
Assign access control rights
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign access control rights
1.
In the Security page, click Access Control.
The Access Control dialog box appears. The categories of rights that appear depend on the CIC products
that you have installed. You can locate rights by selecting a category or by using the Search box.
2.
Select the rights to assign. You can assign specific rights within a group, or assign *[All] rights in a group. The
following tables show the available access control groups, the rights, and the associated descriptions, by
category.
Application Category
Group
Name
Description
View
Determines which Interaction Feedback surveys and survey
results the user can view.
Feedback Surveys
Modify
Recorder Questionnaires
Determines which Interaction Feedback survey definitions
can be modified.
Note: Select this right for the user if the user needs to be
able to enable the survey.
View
Determines which questionnaire directories are available
from the drop-down list in the Interaction Recorder
Questionnaire container. If available from the list, a
recording can be scored with that questionnaire.
Modify
Determines which questionnaire can be modified.
Attendant Profiles Category
Group
Name
Description
View
Determines which Interaction Attendant email profiles can
be viewed.
Search
Determines which Interaction Attendant email profiles are
available in the Transfer to dialog box.
Email Profiles
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Inbound Profiles
Operator Profiles
Outbound Profiles
Modify
Determines which Interaction Attendant email profiles can
be modified. Users who can modify a profile can acquire a
lock and edit or publish it.
View
Determines which Interaction Attendant inbound profiles
can be viewed.
Search
Determines which Interaction Attendant inbound profiles are
available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant inbound profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
View
Determines which Interaction Attendant operator profiles
can be viewed.
Search
Determines which Interaction Attendant operator profiles are
available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant operator profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
View
Determines which Interaction Attendant outbound profiles
can be viewed.
Search
Determines which Interaction Attendant outbound profiles
are available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant outbound profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
Interaction Conference Category
Group
Name
Description
Determines if a conference room is available for creating conferences.
Conference Rooms
Restrict
A conference room is a set of telephone phone numbers or stations that
are designated as a conference room in Interaction Conference. If you
assign the Restricted right to a conference room, then users cannot make
new conferences that use the conference room. Users can still call into the
conference room if they have a PIN.
By default, every user who has access to Interaction Conference can use
every conference room that is defined in CIC.
Interaction Dialer Category
Group
Name
Description
View
Determines which campaigns can be viewed in Interaction
Dialer Manager.
Modify
Determines which campaigns can be managed in Interaction
Dialer Manager.
Campaigns
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Interaction Optimizer Category
Group
Name
Description
View
Determines which agent groups in Interaction Center
Business Manager (ICBM) can be viewed.
Modify
Determines which agent groups in ICBM can be modified.
Create
Determines if user can create agent groups in ICBM.
Delete
Determines if user can delete agent groups in ICBM.
View
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be viewed.
Modify
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be modified.
Create
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be created.
Delete
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be deleted.
Interaction Optimizer
Master Administrator
Has Right
Allows access to all Interaction Optimizer-related activities in
IC Business Manager.
Intraday Monitoring
View
Allows access to view Intraday Monitoring configuration in
ICBM.
View
Allows access to view RTA configuration in ICBM.
Modify
Allows access to modify RTA configuration in ICBM.
View
Allows access to the Schedule Preferences configuration in
ICBM.
View
Allows access to view schedules in ICBM. This includes
weekly schedules and schedule bids.
Modify
Allows access to modify schedules in ICBM. This includes
weekly schedules and schedule bids.
Create
Allows access to create schedules in ICBM. This includes
weekly schedules and schedule bids.
Delete
Allows access to delete schedules in ICBM. This includes
weekly schedules and schedule bids.
View
Allows access to view scheduling units.
Modify
Allows access to modify scheduling units. See Security Rights
for rights to create or delete scheduling units.
View
Allows access to view shift rotations.
Modify
Allows access to modify shift rotations.
Create
Allows access to create shift rotations.
Delete
Allows access to delete shift rotations.
Agent Groups
Forecasts
Real-time Adherence (RTA)
Schedule Preferences
Schedules
Scheduling Unit
Configuration
Shift Rotations
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Shifts
Time off requests
View
Allows access to view shifts in ICBM.
Modify
Allows access to modify shifts in ICBM.
Create
Allows access to create shifts in ICBM.
Delete
Allows access to delete shifts in ICBM.
View
Allows access to view time-off requests.
Modify
Allows access to modify time-off requests.
Delete
Allows access to delete time-off requests.
Create
Allows access to create time-off requests.
Interaction Process Automation Category
Group
Name
Description
View
Determines what processes in Process Monitor and the CIC
clients can be searched for and viewed.
Manage
Determines which processed can be searched, canceled, and
retried in Process Monitor.
Processes
Determines which processes can be launched from the CIC
clients.
Launch
Note: A process must be published before it can be
launched.
People Category
Group
Name
Description
Account Codes
View
Determines which account codes the user can view in the
CIC client dialog boxes. To assign account codes to incoming
and outgoing calls the Account Code Verification security
right must be assigned in addition to this access control
right.
Client Buttons
View
Determines which custom buttons can be used on the
Queue Control toolbar in the CIC clients.
View
Determines which status columns the user can add to a
directory view. These status columns include: Activated,
Forward Number, Logged In, Notes, On Phone, Status, Status
Summary, Time in Status, and Until.
View
Determines which queue columns the user can view in user,
station, orbit, or workgroup queues. For more information,
see Who can see and listen to recordings.
Substitute
Determines which interaction attributes the user can use in a
response macro. For more information, see the help for the
CIC clients.
Directory Status Columns
Queue Columns
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Interaction Administrator Printable Help
Skills
View
Determines which skills the user to can use design processes
that transfer interactions to workgroups. For more
information, see the Interaction Process Automation help.
View
Determines how the user can work with workgroups in the
CIC clients.
Workgroups
Statistics
CIC clients: View workgroups in the Workgroup Statistics
view.
Interaction Supervisor: View and select workgroup statistics.
Queues Category(see note)
Group
Line Queues
Station Queues
User Queues
Name
Description
Modify
Allows pickup, transfer, and disconnect of call interactions on
a line queue.(see note)
Monitor
Allows coach, join, listen, and record of call interactions on a
line queue.(see note)
View
Determines which line queues can be viewed.
Modify
Allows disconnect, hold, mute, Pickup, or transfer of call
interactions on a station queue. (see note)
Monitor
Allows coach, join, listen, or record of call interactions on a
station queue.(see note)
View
Determines which station queues can be viewed.
Search
Determines which station queues can be transfer targets in
the Transfer dialog box.
Modify
Allows disconnect, hold, mute, pickup, or transfer of
interactions on a user queue.(see note)
Monitor
Allows coach, join, listen, or record of interactions in a user
queue.(see note)
View
Determines which user queues can be viewed. See also
Configure the visibility of user data in reports
Statistics
Determines which user queues' statistics can be viewed.
Modify
Allows disconnect, hold, mute, pickup, or transfer of
interactions on a workgroup queue.(see note)
Monitor
Allows coach, join, listen, or record of interactions on a
workgroup queue.(see note)
Determines which workgroup queues can be viewed.
Workgroup Queues
View
Search
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Note: The View Workgroup Queue rights filter which
workgroups are exposed to a user when the user is using the
Telephone User Interface (TUI) to send or forward voice mail
and email messages.
Determines which workgroup queues can be transfer targets
in the Transfer dialog box.
Interaction Administrator
Note: The Advanced Access Details button is enabled when you select a line, station, user, or workgroup
queue. Click this button to select or de-select a subset of queue rights or individual rights.
For example, for a person, you can select the ability to preview interactions.
Server Category
Group
Station Groups
Name
Description
View
Determines which station groups can be viewed.
Search
Determines which station groups can be transfer targets in
the Transfer dialog box.
Station Logon Category
Group
Name
Description
Stations
Login
Determines which stations can be logged in.
System Category
Group
Name
Description
General Directories
View
Determines which general directories can viewed.
IC Data Sources
View
Determines which data sources the user can configure and
reference in database actions in Interaction Process
Automation.
Interaction Reporter
Reports
View
Determines which Interaction Reporter reports can be
generated.
Layouts
View
Determines which layouts the user can view.
Misc Items
View
Allows a user to log in on behalf of another user.
View
Determines which phone number classifications can be
accessed, such as blocked or long distance.
Follow-me
Determines which phone number classifications can be used
as follow-me numbers.
Forward
Determines which phone number classifications can be used
as forwarding numbers.
TUI
Determines which phone number classifications can be used
as forward numbers available through the menu when
logged into voice mail. This access right prevents toll-fraud
through the TUI.
Positions
View
Determines which floor plan images (positions) the user can
use in Interaction Supervisor iPAD Edition.
Plugins
View
Determines which plug-ins can be added.
Response Management
View
Allows access to chat features.
Phone Number Classifications
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Status Messages
View
Determines which statuses can be selected from the My
Status list or from the Set Status list when changing
another user's status.
e-FAQ's
View
Determines which eFAQs and eFAQ controls agents can see.
User Category
Group
Users
Name
Description
View History
Determines whose interactions can appear in the Interaction
Tracker Related Items view in the CIC clients.
Change Status
Determines which users' status can be changed..
3.
Click Close to return to the Security page
4.
Click Apply to save changes to the configuration.
Example
If an administrator user needs access control rights to view all general directories, do the following:
1.
From the Category list, select System.
2.
Under the General Directories access control, select the *[All] check box in the View column.
3.
Click Close.
To assign the same rights to the default user, role, or workgroup, follow the same procedure.
Caution: It is strongly recommend not to select the *[All] check box for the default user, since it would give every user
access control to these categories minimizing phone system security. This could also significantly impact system
performance on sites with large numbers of users (that is, more than 1,000 users). It is further recommend to limit the
number of users who have access control to *[All] user and station queues, as those items generate the most traffic in
large implementations.
Related topics
Administrator access
Assign scurity rights
Feedback
Assign security rights
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign security rights
1.
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In the Security page, click Security Rights to display the Security Rights dialog box.
There are two categories of security rights; Application and User. The categories are further divided into
groups of related rights. By default, <All> categories is selected to display security rights in both categories.
You can optionally locate rights by typing information in Search.
Interaction Administrator
2.
Select the rights to assign. The following tables show the available security rights groups, the rights, and the
associated descriptions, by category:
1.
Application Category
Group
Alerting Rights
Name
Description
Email Alerts
This security right allows the user to add email
alerts that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Handler Alerts
This security right allows the user to add handlers
that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Memo Alerts
This security right allows the user to add memo
alerts that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Allow the User to Create Email Profiles
Allows users to create profiles used to process email
interactions. This security right gives users the modify
access right to email profiles they create.
Allow the User to Create Inbound Profiles
Allows users to create profiles used to process incoming
interactions. This security right gives users the modify
access right to inbound profiles they create.
Allow the User to Create Operator Profiles
Allows users to create profiles used to process incoming
interactions to the operator. This security right gives
users the modify access right to operator profiles they
create.
Allow the User to Create Outbound Profiles
Allows users to create profiles used to process transferred
interactions. This security right gives users the modify
access right to outbound profiles they create.
Create and Modify All Conferences
Allows users to create conferences and to modify all
conferences regardless of creator.
Create and Modify Conferences
Allows users to create conferences, but to modify only
those conferences they created.
Publish
Allows the user to publish from the Interaction
Process Automation designer in the IC Server
Manager application.
Logon Campaign
Allows the Interaction Scripter user, at login time,
to select campaigns to participate in. Agents who
not have this right are logged into all campaigns
automatically. See the Interaction Scripter Client
User Guide.
Manually Transition to a Campaign Group
When using the Advanced Campaign Management
feature and monitoring a campaign in the Dialer
Campaign Sequence Details view in IC Business
Attendant
Interaction
Conference Policy
Interaction
Process
Automation
Interaction
Dialer
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Interaction Administrator Printable Help
Manager, this right allows a user to be able to
manually transition from the currently active
campaign group to any campaign group in the
sequence.
Without this right, users can only monitor
campaign transitions.
View and modify two specific settings on the General tab
of the Global Configuration Settings dialog box in
Interaction Dialer Manager. The settings are:
Modify Configuration General
•
Delay in seconds before auto-dispositioning a
disconnect interaction
•
Pause a campaign when the database query
failure rate exceeds
Modify specific preview call settings on the General tab
of the Global Configuration Settings dialog box in
Interaction Dialer Manager. The settings are:
Modify Preview Call Behavior
•
If a Preview call fails to connect, play this
file to the agent
•
If a Preview call encounters a busy signal,
play this file to the agent
This right allows the user to perform the
Predefined Actions from the Data Query section of
a Contact List.
The actions are:
•
•
•
•
•
•
Run Contact List Predefined Actions
Bulk Edit
Delete
Make Callable
Make Uncallable
Reset Attempts
Schedule Calls
The View/Modify Contact List Data Query right is
required to use the Run Contact List Predefined
Actions right.
View Configuration General
View Preview Call Behavior
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View, but not modify, two specific settings on the
General tab of the Global Configuration
Settings dialog box in Interaction Dialer
Manager. The settings are:
•
Delay in seconds before auto-dispositioning
a disconnect interaction
•
Pause a campaign when the database query
failure rate exceeds
View specific preview call settings on the General
tab of the Global Configuration Settings dialog
box in Interaction Dialer Manager. The settings
are:
•
If a Preview call fails to connect, play
this file to the agent
•
If a Preview call encounters a busy
signal, play this file to the agent
Interaction Administrator
Interaction Dialer Campaigns
View/Modify Contact List Data Query
Determines whether or not the Data Query tab of
a Contact List object is visible or not. The Data
Query tab queries the contact list to display a list
of results in a data grid. Query results can be
saved as filters. Users may also apply actions to
records displayed in the grid, and commit
changes back to the database.
Create/Modify Dialer Campaign Group
When using the Advanced Campaign Management
feature, this right allows a user to be able to
create new and modify existing campaign groups
on the Campaign Sequence tab in the Campaigns
view.
Without this right, users can only view existing
campaign groups.
Modify Campaign Group Sequence
When using the Advanced Campaign Management
feature, this right allows a user to be able to
create new and modify existing campaign
sequences on the Campaign Sequence tab in the
Campaigns view.
Without this right, users can only view existing
campaign sequences.
View/Modify Agentless Calling Type
Determines whether users can select Agentless
dialing mode when setting the Calling mode for a
Campaign.
View/Modify Automatic Zone Mapping
Grants right to select the "Automatically map time
zones and all child options" option for a Campaign
object. Without this right, these options are
unavailable.
View/Modify Line Settings
Enables settings in the Dialer Line Information
group box for a Campaign. Options in this frame
configure Dialer to adhere strictly to CIC's Dial
Plan, or to use one specific line group for
campaign calls.
View/Modify Maximum Lines
Determines whether the Maximum Lines per
Campaign setting on the Basic Configuration tab
of a Campaign is enabled or not.
View/Modify Status
Enables the Campaign Execution Panel for a
campaign entry. Users who have this right can
control the running state of a campaign, whether
it runs in accordance with a schedule, or in a
manually operated state. Users can also recycle
the contact list, recycle the campaign, and test to
ensure that campaign settings are valid. When
not granted, these controls are unavailable.
Modify Change Auditing
Grants right to modify Configuration Change
Auditing settings under Global Dialer Settings.
When enabled, auditing tracks configuration
changes made.
Interaction Dialer - Modify HTTP Server
Global Dialer
Settings
Modify Outbound Dialer Servers
Grants right to modify HTTP Server settings under
Global Dialer Settings. These settings are used to
stream data in and out of a contact list table.
Grants right to modify settings on the Outbound
Dialer Servers tab under Global Dialer Settings.
The user can designate an ODS server to send
notifications and e-mails when errors or outages
occur, and can set threshold values for individual
ODS servers, including Maximum Calls and
Maximum Call Rate.
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Interaction Administrator Printable Help
Modify Phone Number Types
Grants right to modify Phone Number Types
under Global Dialer Settings. Types are userdefined strings that can be associated with
contact columns to identify a type of telephone
number. Examples of phone number types might
be "Work", "Home", or "Cell".
View Change Auditing
Grants right to view Configuration Change
Auditing settings under Global Dialer Settings.
These settings are disabled if the user does not
have this right. The Configuration Change
Auditing feature tracks configuration changes
made using Dialer Manager, or an API such as
IceLib.Configuration.Dialer.
View HTTP Server
Grants right to view HTTP Server settings under
Global Dialer Settings. These settings are used to
stream data in and out of a contact list table.
Options on the HTTP Server tab are disabled
when this right is not granted.
View Outbound Dialer Servers
Grants right to view the Outbound Dialer Servers
tab under Global Dialer Settings. The user can see
which ODS server has been selected to send
notifications and e-mails when errors or outages
occur. When this right is not granted, options on
the tab are disabled
View Phone Number Types
Grants right to view the Phone Number Types tab
under Global Dialer Settings. Types are userdefined strings that can be associated with
contact columns to identify a type of telephone
number. Examples of phone number types might
be "Work", "Home", or "Cell". When this right is
not granted, options on the tab are disabled.
View/Modify Data Connections
Grants right to view and modify Database
Connections in Dialer Manager. When this right is
not granted, Database Connection options are
disabled.
View/Modify DNC Sources
Grants right to view and modify the DNC Sources
view in Dialer Manger. A DNC Source provides a
list of telephone numbers that should not be
dialed. When this right is not granted, DNC
options are disabled
View/Modify Time Zone Map Data
Grants right to view and modify the Timezone
Map Data view in Dialer Manger. A time zone map
is a file that associates the initial digits of a phone
number (area code and exchange in North
America, for example) with a time zone. When
this right is not granted, options on the view are
disabled.
Interaction Dialer Lock Policy Sets
Policy/Rule Sets
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Determines whether or not a user can check the
"Locked" check box option for a Dialer policy
object, preventing it from being modified,
removed, or unlocked by anyone who does not
have Master Administrator rights.
Once a policy is locked, users who are not Master
Administrators can view the policy, but they cannot
remove or edit it until a Master Administrator
removes the lock. Locked policies can be assigned
Interaction Administrator
to a campaign, but they cannot be removed from a
campaign without Master Administrator rights.
View/Modify Custom
Handler Actions
Interaction
Optimizer
Grants right to run the
Dialer_RuleActionEvent handler by setting
up a Rule Action or Policy Behavior. A user
who does not have this right cannot modify
settings that configure a Run Handler rule
action.
View/Modify Event Log
Grants right to configure Rule Set Actions or
Policy Set Behaviors that write an event log
entry.
Agent can bid on schedules
Allows users to bid on preferred schedules in
Interaction Desktop.
Agent can see rank
Allows agents to view their ranking of potential
schedules in order of most to least-desired. Agents
can view the details about how the bid was ranked
in the Bid Information section in Interaction
Desktop. When enabled, agents can see the initial
part of their rank string, such as “Your rank is 22
for this bid.”
Agent can see relative rank
Allows agents to view their ranking of potential
schedules compared to other agents' rankings.
Agents can view the details about how their bids
were ranked compared to other agents' bids in the
Bid Information section in Interaction Desktop.
When enabled, agents can see the second part of
their rank string, such as “Your rank is 22 out of 45
for this bid.” vs. "Your rank is 22 for this bid.”
Agent can specify schedule preferences
Allows users to set schedule preferences in
Interaction Desktop.
Agent can submit time off
Allows users to submit requests for time off.
Can create activity codes
Allows users to add activity codes.
Can create day classifications
Allows users to add day classifications.
Can create scheduling units
Allows users to create scheduling units.
Can delete activity codes
Allows users to delete activity codes.
Can delete day classifications
Allows users to delete day classifications.
Can delete scheduling units
Allows users to delete scheduling units.
Can create scheduling units
Allows users to create scheduling units.
Can modify activity codes
Allows users to edit activity codes.
Can modify activity type mapping
Allows users to edit activity type mappings.
Can modify day classifications
Allows users to edit day classifications.
Can view activity codes
Allows users to view activity codes.
Can view activity type mapping
Allows users to view activity type mappings.
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Interaction
Reporter
Can view day classifications
Allows users to view day classifications.
Interaction Report Administrator
Allows users to configure all features and
functions in Interaction Reporter.
Create/Delete Questionnaire Directories
Create, modify, or delete Interaction Quality
Manager Questionnaires directories and
Questionnaire rankings.
Interaction Recorder Policy Editor
Access the Interaction Recorder Policy Editor and
configure and update Interaction Recorder
Policies. The Interaction Recorder policies
determine which interactions are recorded, and
where the recordings are stored and archived.
The Interaction Recorder policies also determine
how long recordings are retained, and who can
access, modify, and take actions for recordings
within the system.
Recorder Policy
Master Key Password Administrator
Create, change, or deactivate the Master Key
Password that is used to protect the Master Key
File and securely encrypt master key data. This
security right requires the Master Key Password
license
(I3_FEATURE_RECORDER_MASTER_KEY_PASSWORD
) to be included in the IC server license. The Master
Key Password function is available on the
Interaction Recorder Key Generation page.
Important Note: Interactive Intelligence
Support cannot recover encrypted recordings if a
Master Key Password is lost.
Override Finished Scorecards
Make additional answer and scoring changes for
Interaction Quality Manager Questionnaire
Scorecards that have already been finished in the
system.
Note: Overriding a finished scorecard can affect
reports.
Tracker Policy
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Add Individuals
Allows users to add individuals in Interaction Tracker.
Add Organizations
Allows users to add organizations in Interaction Tracker.
Delete Individuals
Allows users to delete individuals in Interaction Tracker.
Delete Organization
Allows users to delete organizations in Interaction
Tracker.
Have Private Contacts
Allows users to designate an Interaction Tracker contact
as private and prevent other users from viewing or using
information for this contact.
Modify Individuals
Allows users to change or update individuals in
Interaction Tracker.
Modify Interactions
Allows users to change or update interactions in
Interaction Tracker.
Modify Organizations
Allows users to change or update organizations in
Interaction Tracker.
Interaction Administrator
Related Interactions Page
Allows users to view the page that shows related
interactions in Interaction Tracker.
Interaction Tracker Administrator
Gives users the rights to access all pages in Interaction
Tracker.
View Other People's Private Interactions
Allows users to view other users' private interactions in
the Related Items view and to have these interactions
included in search results in the Find Interaction dialog
box. Users can indicate that an interaction is "Private" to
prevent other users from recording or listening to it.
2.
User Category
Group
Alerting Rights
Client Rights (in CIC
clients)
Name
Description
Email Alerts
Allows users to add alerts to email type actions in
Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Handler Alerts
Allows users to add alerts to handler type actions
in Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Memo Alerts
Allows users to add alerts to memo type actions in
Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Account Code Verification
Allows users to assign account codes to incoming
and outgoing interactions. See also the View
Account Codes access control right.
Can Create Speed Dials
Allows users to create speed dial views.
Conference Calls
Allows users to create conference calls. See also
the Conference Rooms access control right.
Customize Client
Allows users to customize configuration settings in
the CIC clients. It also allows users to add view,
however, the ability to display certain views may
require additional access control rights.
Manage Client Templates
Allows users to create and edit configuration
templates in Interaction Client .NET Edition and
Interaction Desktop.
Mini-Mode
Allows users to run the Mini-Mode add-on to
Interaction Client .NET Edition and Interaction
Desktop. Mini-mode provides a compact view and
basic control of your interactions.
Monitor Columns
Allows users to add the Lstns column and Recs
column to a queue view. The Lstns column shows
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a speaker icon when someone is listening to the
conversation. The Recs column shows a red dot
icon to indicate that the conversation is being
recorded. For more information, see Who can see
and listen to recordings.
Determines whether or not users are alerted when
a new call arrives in the queue when already on a
call. This only occurs on calls into lines that are
marked "Allow Deferred Answer."
Multiple Calls
If users do not have this right, or are already on a
call and do not have call coverage set to forward
calls when busy, then they are not alerted to the
new call and it rolls to voicemail.
This setting does not actually prevent multiple
calls from being on a queue at the same time. It
merely controls whether users are alerted or not.
This setting applies only to My Interactions, not to
calls to a logged-in station or default workstation.
Orbit Queue
This security right allows a user to park a call on an
orbit queue. An orbit queue is a numbered queue
that holds a call until another user picks it up.
Allows users the option of keeping remote
telephone connected until you log off.
Persistent Connections
Allows users to select Allow Persistent Connection
when using a dynamic remote client connection
with the Interaction Client. NET Edition and the
Interaction Client Web Edition.
Personal Rules
Allows users to set up Personal Rules or create a
Quick Call rule. These rules automatically perform
specific actions when triggered by certain
interactions
Problem Reporter
Allows users to use the Report a Problem option
from the File menu in Interaction Client .NET
Edition, Interaction Desktop, and Interaction Client
Web Edition. This option allows users to send an
email message containing problem information to
a specified email recipient.
Receive Voice mail
If users have this right, callers are sent to voice
mail when in a DND status (Gone Home, Out of
the Office, or some other "not available" status) or
when not answering phone.
If users don't have this right, callers are returned
to the Interaction Attendant main menu.
Response Management
320
Allows users to use Response Management to
incorporate a stored response such as a standard
greeting or their company's support website
address in e-mail messages, chats, callback
requests, or text message.
Interaction Administrator
Status Notes
Allows users to create a Status Note when they set
Status details for themselves or other users. Status
Notes provide additional details about status, for
example, the date an agent expects to return after
vacation.
Allows users to enter a new Remote Number when
User-defined Telephone Number on logging in to the Interaction Client .NET Edition,
Remote Login
Interaction Desktop, and Interaction Client Web
Edition.
Workgroup Queue Statistics
This security right allows a user to use the
Workgroup Statistics view in the CIC clients.
Allows users to display the
Workgroups/Profiles Workgroup and Profiles view. This
Tab
view lists workgroups and Attendant
Profiles by name.
Handler Rights
Interaction
Command Rights (Restricts which
commands are
visible in the CIC
clients) Note: These
rights control the
Debug
Allows users to debug handlers published to the
IC server. This applies only to users who have the
Interaction Designer program and who are
authorized to update production handlers or
create new handlers on the IC server. If this check
box is not selected, users who attempt to debug
handlers from Interaction Designer will see an
appropriate error message.
Manage
Allows users to add or remove handlers published
to the IC server. A handler’s status can be
managed by someone running the Interaction
Designer program on a workstation and using the
Manage Handlers command on the Tools menu. If
this option is not selected, users who attempt to
manage handlers from Interaction Designer will
see an appropriate error message.
Publish
Allows users to publish new or updated handlers
on the IC server. This applies only to users who
have the Interaction Designer program and who
are authorized to update production handlers or
create new handlers on the IC telephony server. If
this check box is not selected, users who attempt
to publish handlers from Interaction Designer will
see an appropriate error message.
Assistance
Displays the Assistance button.
Coach
Displays the Coach button.
Disconnect
Displays the Disconnect button.
Hold
Displays the Hold button.
Join
Displays the Join button.
Listen
Displays the Listen button.
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buttons in the CIC
clients.
My Interaction
Rights
322
Mute
Displays the Mute button.
Park
Displays the Park button.
Pause
Displays the Pause button.
Pickup
Displays the Pickup button.
Private
Displays the Private button.
Record
Displays the Record button.
Secure Input
Displays the Secure Input button.
Secure Recording Pause
Displays the Secure Record button.
Transfer
Displays the Transfer button.
Voicemail
Displays the Voicemail button.
Coach Interactions
Allows users to coach interactions by adding
themselves to other agents' interactions.
Disconnect Interactions
Allows users to disconnect interactions using the
CIC clients instead of hanging up the telephone.
Initiate Secure Input Interactions
Allows users to initiate Secure Input to collect
confidential information from a customer.
Join Interactions
Allows users to join interactions, thus creating a
conference call.
Listen in on Interactions
Allows users to listen to calls. Both sides of a call
can be heard.
Mute Interactions
Allows users to disable the microphone on the
telephone so that the other party or parties cannot
hear what is being said during a call. It also
enables users to reactivate the microphone.
Park Interactions
Allows users to park calls on orbit. Note: Can only
park calls appearing in My Interactions.
Pause Interactions
Allows users to use the Pause button to control a
recording session. The button can be clicked to
pause the recording session. It can be clicked
again to resume the recording session.
Pickup Interactions
Allows users to pick up interactions.
Private Interactions
Allows users to prevent other CIC client users from
recording or listening to their conversation.
Put Interactions on Hold
Allows users to place selected interactions on hold.
Record Interactions
Allows users to record interactions. The recordings
are stored in files.
Request Assistance from Supervisors
Allows users to request assistance from
supervisors.
Secure Recording Pause Interactions
Allows users to Secure Pause a Recording to avoid
recording sensitive information, such as Social
Interaction Administrator
Security numbers or credit card numbers, when
recording interactions.
Remote Access
Rights
Transfer Interactions
Allows users to transfer interactions.
Transfer Interactions to Voicemail
Allows users to transfer calls to voicemail.
Email Access via TUI
Allow users to participate in e-mail interactions
through the Telephone User Interface (TUI).
Fax Access via TUI
Allows users to participate in fax interactions
through the Telephone User Interface (TUI).
Mobile Office User
Allows users access to the Mobile Office feature.
Outlook TUI User (Requires Mobile
Office User)
Allows users access to Microsoft Outlook through
the Telephone User Interface (TUI).
Voicemail Access via TUI
Allows users to participate in voicemail
interactions through the Telephone User Interface
(TUI).
Alert Programming
This right controls whether or not users can add,
edit and remove alerts. When this right is
assigned, context menus over statistic-based
values in Supervisor provide the ability to add, edit
and remove alerts. Without this right, users can
only view alerts.
Directory Administrator
Allows users to edit public directories that were
created by other users.
Follow Me
Allows users to call-forward multiple numbers,
long distance numbers, and international numbers.
Intercom Chat
Allows users to have intercom chats between other
users on the same IC server.
IP Phone Provisioning Administrator
Allows users to provision IP phones in the
Managed IP Phones container.
Remote Control
Allows users to remotely run applications and
utilities that are Notifier clients, for example, IC
System Manager and Switchover Control Panel.
Require Forced Authorization Code
Requires users logged into station phones to enter
a code that authorizes toll number calls.
TIFF Faxes
Allows users to use TIFF (Tag Image File Format)
for faxes.
Trace Configuration
Allows users to configure tracing using IC System
Manager or IC Trace utility.
Video
Reserved for future use.
View Interaction Details
Allows users to use Interaction Details view in the
Interaction Tracker category. This view allows
Interaction Supervisor users to search for
interactions and examine the details.
User Rights
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3.
Click Close to return to the Security page
4.
Click Apply to save changes to the configuration.
Example
If a user needs security rights to join interactions creating conference calls, do the following:
1.
Select "User" from the Category drop-down list.
2.
Under the "Interaction Command" security rights, select the check box in the Has Right column for Join to
display/enable the Join button in Interaction Client .NET Edition, Interaction Desktop, and Interaction Client
Web Edition.
3.
Under "My Interactions" security rights, select the check box in the Has Right column for Join Interactions.
4.
Click Close.
To assign the same rights to the default user, role, or workgroup, follow the same procedure.
Related topics
Administrator Access
Access Control
Overview of security
Configuration property inheritance
ACD
Feedback
ACD configuration
For ACD applications that use skills based call routing, you must configure each ACD agent with skills and attributes.
Each skill associated with an agent is described in terms of that user's proficiency in that skill and his or her desire to
use that skill. Agents can inherit skills defined from each Workgroup of which they are members. If an agent inherits
skills assigned in the Workgroup ACD configuration page, you can override the proficiency and desire to use levels
of the inherited skills on this User ACD configuration page.
In addition to skills, each agent has attributes that are used to help calculate the score of an agent when CIC is
evaluating how to match a call with an agent or an agent with a call. The first attribute is the Cost of an agent and the
other three attributes are customizable (and not used unless values are entered for each). Cost is a value that reflects
an agent's expense to the company; the higher the cost value, the more it costs the company to use that agent. For
example, a senior technical support agent has a higher cost (a larger number) than a junior technical support agent.
Handlers that define skills-based routing evaluate these skills and attributes, and their various weights, to route calls
to the appropriate agent. Weights are assigned in the handler tool steps (for example, ACDProcessCall).
Tip: For complete information on ACD processing and how these settings are used in CIC, see the ACD Processing
Technical Reference in the CIC Documentation Library.
The options in the list box on the left include Utilization, Skills, Options, Options2, and Statistics. Depending which
ACD category you choose, the options displayed in the page are different.
Click on the following options for specific configuration information:
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•
Utilization
•
Skills
•
Options
•
Options2
•
Statistics
Related topics
Workgroup ACD
Feedback
Utilization
You can set these utilization options at the workgroup or user level (user settings override workgroup settings).
Agents can handle multiple phone calls, email messages, callbacks, chats, and other interactions simultaneously and
in any combination. Using the ACD Utilization settings, you can configure how much of an agent's attention would be
required for each of the interaction types as a percentage.
For example, if, as an administrator, you set the Chat category for an agent to 25%, it would mean that the agent
could handle up to four chat events simultaneously. Indicating 100% for an event type would mean that the agent
could handle only one such event at a time.
The percentages might vary from agent to agent based on their experience. Agents are available to the extent that
the sum of the percentage utilization of all their current interactions is less than 100.
For example, if an agent is configured so that phone calls are set to 100 percent, chats to 25 percent, and email
messages to 10 percent, then the agent could, at any given time, process one phone call, or four chats, or two chats
and five email messages, or one chat and seven email messages, and so forth.
Note: Once an interaction enters a conference or enters an ACD queue as the consult portion of a consult transfer,
utilization is no longer recognized. If an interaction is transferred to an ACD Queue, utilization is only recognized if
the transfer is a blind transfer.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Interaction Type
The Interaction Type list displays the interaction types assigned to this workgroup or user, including Call, Callback,
Chat, Email, Generic Object, or Work Item.
% Utilization
The % Utilization list shows the percentage of an agent's attention required for each interaction type.
When you add an Interaction Type, the percent utilization you assign to that interaction appears in this list. By default,
the % Utilization is 100%.
Tip: Set the percent utilization for Calls to 51% or more when either or both of the following conditions apply:
- You have selected Auto answer for the agent.
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- You have selected Exempt held interactions for the agent.
Under the above conditions and at less than 51% utilization, if an agent is on a call and another call comes in, the CIC
client puts the first call on hold automatically and connects the incoming call.
Since calls on hold (held interactions) are exempt and do not count against the agent’s percent utilization, the CIC
client will continue putting active calls on hold automatically and connecting new calls to that agent.
Setting 51% or more utilization ensures that an agent handles only one call at a time. Setting it at 50% allows the CIC
client to assign two calls simultaneously to the agent, one active and one on hold (achievable by some agents).
Note: Calls at 50% or less utilization with a maximum assigned of 1 will only allow 1 call.
Max. Assign.
The Max. Assign. list displays the maximum number of interactions allowed for this interaction type. By default, the
value of Max. Assign is "1" for Call interaction type. The default value of Max. Assign for all other interaction types is
"0".
Edit
Select an interaction type and click Edit to see the Edit dialog where you can change the percent utilization for a Call,
Chat, Email, or other interaction type.
Feedback
Skills
You can assign skills to each agent in addition to any Inherited Skills from the workgroup he or she belongs to. The
agent's total skill set is the union of Inherited Skills plus the agent skills in this list. You can also override the agent's
inherited skill's Proficiency and Desire to use levels.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Proficiency
Type a value of 1 - 100 to indicate the minimum proficiency of skill level that an agent must have in order to receive
an ACD call that requires this skill. 100 represents the highest skill level required. You define the skill attributes, which
include proficiency level, for an agent on the ACD configuration page. The default value is 1. By default, the weight
for proficiency is equal to 1, so this value is included in the ACD skills calculation.
Desire to Use
Type a value from 1 - 100 to indicate the minimum desire to use level agents must have in order to receive an ACD call that requires
this skill. 100 is the highest possible desire; the higher the number, the more often the user wants to use the skill. Remember, desire
to use is different than knowledge or ability. An agent can have a high level of proficiency (ability), but very little desire to use that
ability. The default value is 0.
Notes: A user inherits the desire setting for a skill from any workgroup(s) to which the user belongs. However, you
can override this with a user-level proficiency setting.
By default, the weight for Desire to Use equals 0, so the value that you specify is evaluated only as a qualifier instead
of as the specified Desire to Use range for the ACD interaction. The Desire to Use setting is considered for ACD skill
calculations when ACD customization points (such as CustomACDInitiateProcessing) are used. The weight for Desire
to Use must be set to a value greater than 0 in order for it to be considered in ACD skills calculations. For more
information on skills-based routing using the ACD Specify Interaction Skill Tool, see the ACD Processing Technical
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Reference in the CIC Documentation Library on the IC server or the white paper, ACD Processing: CIC's Automatic
Communication Distribution in the documentation directory on the IC server.
Related topics
Utilization
Options
Options2
Statistics
Feedback
ACD Options
Use this page to set ACD options for the user.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Auto-Answer ACD Interactions
Select this check box if you want CIC to automatically connect ACD interactions to an agent's phone. When a
interaction alerts on a user's queue, you can use the Alert tool in Interaction Designer to play a tone, a wave file, or
both to inform the agent about the incoming interaction. These are called "whisper tones." This is useful if you are
using auto-answer but want to warn an agent that another interaction is about to connect to his or her queue. If this
box is selected, an agent must be at his or her station to be automatically connected to a interaction.
Clear this check box if you want to alert an agent and not automatically connect the interaction. When the agent's CIC
client rings, he or she must manually click the Pickup button or pick up the handset to answer the interaction.
Note: In other CIC applications, the "whisper tones" feature is referred to as "Coach."
Cost
Type a positive number from 1 to 100 to define the cost attribute for this agent. The higher the cost number, the
more expensive this agent appears to the ACD processing. If you want to consider employee cost when distributing
ACD calls, assign a cost to each ACD agent according to their relative expense in the company or group. Then make
analogous changes in the ACDProcessCall tool to increase the weight for Cost. The default value is 0.
Agent Greeting
Select the Enable check box to activate the agent’s greeting ("smile") prompt played for callers at the beginning of
every ACD call to this agent. To select a prompt (.wav) file, click the Browse button, navigate to the directory
containing the recording, and select a .wav file (for example, \\ICServer\IC\Resources\AgentGreeting_MarkM.wav). See
Queue Announcements for more information.
Tip: For more information on ACD processing, see the white paper ACD Processing: CIC's Automatic Communication
Distribution and the ACD Processing Technical Reference in the CIC Documentation Library.
Feedback
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Options2
Use this page to set additional ACD options for the user.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Attribute1
Any unique agent attribute that can be used to qualify an agent to receive a call. Leave this field blank if the ACD
handlers do not use it. Otherwise enter any whole number.
Attribute2
Any unique agent attribute that can be used to qualify an agent to receive a call. Leave this field blank if the ACD
handlers do not use it. Otherwise enter any whole number.
Attribute3
Any unique agent attribute that can be used to qualify an agent to receive a call. Leave this field blank if the ACD
handlers do not use it. Otherwise enter any whole number.
Whisper Tone Level
Move the slider bar to adjust the 'whisper' tone the agent hears when there is an ACD call to the workgroup.
Adjusting the slider bar to the right results in a whisper tone at a higher volume level.
Feedback
ACD Statistics
You can set ACD statistic shift start options for a user or for a workgroup.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Call Statistics
The Call Statistics fields appear only in the workgroup configuration since these fields affect only call statistics for
Workgroup (that is, ACD) queues that belong to an ACD Workgroup.
Statistics Period
The is the number of minutes used to define the "current period" and the "previous period" statistics on the Queues
page in Interaction Supervisor. The statistics period includes every X number of minutes from midnight to the current
time, where X is the number in the field. The default time is 30 minutes, which means the "current period" and
"previous period" changes on every half-hour boundary.
Estimated Call Time Interval
The ACD Statistics (Call or Queue) tools in a handler that provides callers with estimated wait time feedback, uses this
number of minutes in its wait time calculation. This is a rolling interval, which means the interval is the number of
minutes prior to each use of the estimated wait time function as it is invoked on the IC server. The ACD Statistics tools
calculate the estimated wait time for a caller in a queue by taking the average time all callers waited in the queue
during the current interval (for example, the previous 30 minutes from the time the ACD Statistics tool in a handler
was invoked). The default setting for the interval is 30 minutes.
Statistic Shift Starts
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This list of times determines the beginning time and duration of each shift for this user or the members of the current
workgroup. These times are used to define (relative to the current time) the "current shift" and the "previous shift" on
the Queues page in Interaction Supervisor. The default statistic shift is a 24 hour shift starting at midnight (0:00),
meaning the statistics are relative to one day (or 24 hours).
Use the Add and Delete buttons to add or remove shift times. To change a shift time, first delete it and then add a
new time to replace it.
Feedback
MWI
Use this page to configure the behavior of Message Waiting Indicator (MWI) for a user.
Each PBX phone user must have a CIC user account to receive voice mail.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Enable MWI
Select the check box to indicate this user has an MWI-enabled phone and wishes to use the feature. Clear the check
box to disable the MWI feature for this user.
If you enable this feature you must select one of the following options:
•
Send to Default or Logged Workstation: (default) Select this option to send the indicator to the station the
user is logged into. If the user is not logged in, it sends the indicator to the user's default workstation.
•
Send to Following Address: If you select this option, you must also enter the Address or directory number.
Note: To fully enable the MWI feature, you must activate MWI for the default station, for the station that user uses,
and for the user.
Related topics
Activate MWI for the default station
Activate MWI for a station
Configure a user
Feedback
CIC Client Configuration
To configure a CIC client for a user
1.
In the People container, click the Users subcontainer.
2.
Double-click the user.
The User Configuration dialog box appears.
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3.
Click the Client Configuration page.
4.
Do one of the following:
•
To use a template to configure the client, in the Client Configuration list, select the template to use. Then
click OK.
•
To configure a client that is unique to this user, next to Edit user's own, click Configure. For more
information on how to complete the configuration, click the links under Related topics.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Related topics
Configure a user
Client Configuration Template
Feedback
Phonetic spellings
You can set phonetic spelling options for users workgroups. Use this page to define alternate (phonetic) spellings of
the user name or workgroup name for Text To Speech (TTS) and Automatic Speech Recognition (ASR).
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Text To Speech
Type the phonetic spelling of the user's or the workgroup's name.
The TTS spelling should be a single-valued attribute. Spell the name like it sounds. For example if you have a user
name spelled "Rose," but it is pronounced "Rosy," then enter "Rosy."
Automatic Speech Recognition
Enter the user's or workgroup's phonetic spelling of the name. You can specify multiple spelling entries for ASR. The
ASR spelling attribute should be a multi-valued attribute.
The ASR phonetic spelling values are used by the Reco Create Company Directory Grammar. You can specify any
valid grammar token, including nicknames or different spellings of a user’s name.
For example, assume a user is called “John Smith.” This is the first name and last name known to the CIC system, and
this spelling entry is used by default for the company directory grammar. To add spelling entries to increase the
grammar coverage, add the following alternate spelling entries:
•
Johnny Smith
•
John Robert Smith
•
John R Smith
Note: Be careful not to add too many alternate spelling entries. If the grammar coverage becomes too broad, or if
the company directory contains too many similar names, the recognition quality degrades.
You can also include phonetic spelling entries for a specific language. To do this, at the end of the phonetic spelling
entry, type !language identifier.
For example, the following spelling entry indicates that it is for the English language.
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Johnny Smith !en-us
Note: You can use only one language identifier for each spelling entry. The language identifier must be the last
characters of the spelling entry. Any languages that you specify must be installed on all ASR servers, or the company
directory grammar will not compile.
Related topics
Configure a user
Feedback
Overview of options
You can configure options for the default user, for a specific user, or for a workgroup.
The user configuration properties defined in these three containers are related to each other because all users inherit
one or more properties from the Default User Configuration page. See Configuration Property Inheritance for an
explanation of how these properties are related in each container.
For more information about the options that are available, click the links under Related topics.
Related topics
Options for the default user
Options for a user
Options for a workgroup
Configure a user
Feedback
History
This page provides a way to manually document configuration changes and when they occurred. Changes made in
Interaction Administrator are also automatically logged in the Interaction Administrator Change Notification Log (Log
ID 7). Later, authorized users can run reports against this log to summarize all configuration changes.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes to the History
page in the User Configuration dialog box and the Workgroup Configuration dialog box dialog box are tracked in
that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Last Modified
This date is automatically updated each time you click the OK button, presumably after you make changes to the
configuration. To avoid updating this date, exit the page by clicking the Cancel button.
Note: If you click Cancel, none of the changes made to this page will be preserved.
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In addition, the history is updated when changes are made to the record elsewhere in Interaction Administrator. For
example, when a user change his or her password, the Last Modified date is updated.
Note: Changes to the licenses for a user or a station do not update the Last Modified date.
Date Created
This date is automatically set when the user creates the initial configuration for this page. If the page was initially
created during setup, the date could be blank.
Notes
Type notes about configuration settings and changes. If you change the configuration page and click OK, the Last
Modified date is updated.
You must manually enter the date beside each entry in the Notes field to identify the date of each note.
To create a new line in the Notes field, press Enter.
Workgroups
Feedback
Workgroup name
Type a name that describes the purpose and/or nature of the group. For example, if a workgroup queue is solely for
ACD calls, use "ACD" as part of the workgroup name, e.g., "ACD - DB Support".
A workgroup name should be no more than 50 characters long (25 characters with a double-byte character set). It
must start with an alphabetic character and contain no colon (:) or backslash (\). It may contain spaces.
Note: Profile names in Interaction Attendant should not contain the name of a workgroup to prevent routing errors.
See the Custom Inbound Call Profile Node help in the Interaction Attendant help for more information.
Do not exceed 64 characters.
Related topics
Add a workgroup
Feedback
Workgroup Configuration
If this is a functional workgroup that can take calls (for example, an ACD queue), type an extension number and fill in
the appropriate fields and check boxes. Logical workgroups may exist for organizational and administrative purposes,
and do not require an extension or other configuration.
Workgroups can serve as distribution lists within CIC for voice mail, email, and faxes. When creating a workgroup to
serve as a distribution list, do not assign an extension or define a mailbox user (other fields are ignored).
Extension
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Type a unique extension number associated with this workgroup. The extension number can be used as an option for
callers to dial in response to an auto-attendant prompt (controlled in SystemIVRCustomizations). If the workgroup
does not take calls (that is, it does not have a queue), no extension is necessary.
To create a workgroup that serves as a distribution list, leave this field blank. Also, if no extension is entered, faxes are
delivered to the default user mailbox instead of the workgroup mailbox.
Notes: See Fax Options in Interaction Attendant help for more information about delivering faxes to the default
mailbox, a user's mailbox or a workgroup mailbox.
If the Enable Regional Dialing option is selected in Regionalization - Location, and a change to a station group
extension creates an extension conflict, a message is displayed listing duplicate extensions. For later reference when
resolving conflicts, click Copy to Clipboard to copy the listing, and then paste the content to a program that
supports CSV (like Microsoft Excel).
Mailbox User
If you are using unified messaging (such as Microsoft Exchange or IMAP 4 email client), select an email account to
receive voicemail, faxes, and email sent to this workgroup. The
button displays the Mailboxes page that lets you
specify the mailbox for this user. If this workgroup does not have or require a mail account, leave the field blank.
To create a workgroup that serves as a distribution list, leave this field blank. The program uses the mailboxes of the
individual Workgroup members to create a semicolon-separated distribution list. Users who do not have a mailbox
configured won’t get the message, despite their workgroup membership. Workgroup Distribution List Behavior can be
set to define the behavior of a distribution list.
Note: If you use Interaction Message Store to store and track user voicemail messages and faxes, when you click
the Mailbox Selection page is displayed. Select Interaction Message Store, then choose the user you want to
receive the voicemail messages for this workgroup. User names and addresses must contain only valid (alphanumerical) characters.
,
Preferred Language
Select the preferred language for the prompts that are played to customers who call the workgroup. For example, this
is the language of the voice mail prompts. The default setting is <System Default>.
Workgroup has Queue
When an incoming call is for members of a workgroup that has a queue, you can use this option to specify how the
system should alert members to the new call. When this option is selected, all email interactions for the workgroup
are routed the same as call interactions.
Option categories
Description
Custom
This is the default setting. The alert behavior is set in the
CustomIVRWorkgroupQueue subroutine.
For more information about CustomIVRWorkgroupQueue, see the
Interaction Designer Help.
Group
Simultaneously alerts the members of a Workgroup that a call is
available in the queue for that Workgroup.
Selecting Group Ring disables the Agent Utilization, ACD Skills, and
ACD Actions functions (the items on those tabs will not be available).
The length of the Group Ring is determined by the Workgroup
Offering Call Timeout setting.
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Note: There can be a maximum of 20 members (stations or users) in
a workgroup that uses group ring.
Sequential
Alerts individual members of a Workgroup that a new call is available
in the queue for that Workgroup.
Members are alerted to the call in the order specified in Workgroup
Configuration properties>Members page >under Currently
Selected Users. For more information on alerting users in
Workgroup queues, see Maintain Order in Workgroup Members
Help.
Selecting Sequential disables the Agent Utilization, ACD Skills, and
ACD Actions functions (the items on those tabs will not be
available).The length of the Sequential Ring is determined by the
Workgroup Offering Call Timeout setting.
Round Robin
Similar to linear hunt groups, CIC's Round Robin remembers the last
user who was sent a call. Round Robin works in a loop, repeating the
process down the through list, and then the process starts over with
the next call.
For example, a workgroup has three users (User1 - User3), all
available for workgroup calls and are listed User1, User2, User3, in
that order . If User1 received the last call but is available, the next
alerting call will go to User2 if available. If User2 is not available, the
call will go to User3. The next alerting call after that will go back to
User1 if that user is available.
If you select the Maintain Order option (in Workgroup Configuration
properties --> Members --> Currently Selected Users), members are
alerted to the call in the order specified in the list. For more
information on alerting users in Workgroup queues, see Maintain
Order in Workgroup Members Help.
Selecting Round Robin disables the Agent Utilization, ACD Skills, and
ACD Actions functions (the items on those tabs will not be available).
ACD
Sets a call for Automatic Communication Distribution (ACD)
processing. Automatic recording of interactions is off by default for
Workgroups configured as ACD.
Clear this check box if this is a logical Workgroup that does not receive calls but is designed for organizational or
administrative purposes. Clearing this check box will also disable the Agent Utilization, ACD Skills, and ACD Actions
functions (the items on those tabs will not be available).
Active
Select this check box to activate the Workgroup queue to receive calls and to activate the Workgroup members to
inherit skills and other attributes assigned to the Workgroup. Clear this check box to deactivate the Workgroup queue
so it does not receive calls. This also prevents Workgroup members from inheriting the skills and other attributes
assigned to this Workgroup. This does not control the presence of Workgroup queues in the CIC clients. See Queue
Activation for more information.
Record All Calls, Emails, Chats, and Instant Questions in this Workgroup
Select this check box for the CIC system to record all these interactions for this workgroup.
Notes: The workgroup administrator receives a voice mail of all recorded interactions. Each recording includes the
secure audio recording of whatever the user said in the IVR. The DTMF tones are replaced with static values, but the
caller's words can be heard.
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Do not select this check box if you use Interaction Recorder.
Important: CIC saves a copy of each recording on the Media Server. CIC does not delete these recordings. To
ensure that your Media Server does not run out of space, use a content management system, such as Recorder or a
third-party utility, to delete the recordings or to archive them to a long-term storage location.
Workgroup Spans Sites
When this option is selected, user information about the members of this workgroup is displayed at all sites
monitoring the workgroup. The information about the workgroup's members is propagated to all sites.
Recording Beep Tones
Recording beep tones are tones played to parties during a recorded conversation. See Recording Beep Tones.
Select the Use this tone when recording check box to enable recording beep tones for this workgroup. Use the
default beep tone or select another already configured beep tone from the drop-down menu.
You have the option to play the tone to only external parties and not the internal parties, otherwise the tone is played
to both (default) internal and external parties.
You can the beep tones included in the recordings by selecting Save beep tones in recordings, but by default the
tones are not recorded.
Related topics
Configure Service Levels
Workgroup Distribution List Behavior
Files
Feedback
Files
Select the voice mail and on hold messages, and the on hold music you want to assign to this workgroup.
Voicemail Message
Use this setting to specify the path to a (.wav) file to be played as the voice mail message for the workgroup (ACD or
non-ACD).
On Hold Music
CIC plays the named wave (.wav) file each time a call is put on Hold. By default CIC plays the random wave file (
SystemDefaultAudioOnHold.wav) file in the \Resources directory. You can also click Configure to specify a random
wave from Media Server, use a set wave file (optionally from Media Server), or use an audio source.
CIC's On Hold Music selection criteria:
CIC installs eight system audio (.wav) files and stores them on the IC server in the \\IC\Resources directory:
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The .wav file selected to play for external incoming and intercom calls 'held' (not to be confused with the 'ACD wait'
state), is determined by the modulus value matching the .wav file name. The handler containing the mod(x,x)
function processes the values based on seconds of the current time, returns the modulus, and selects
SystemAudioOnHold[modulusvalue].wav.
For example, Mod(35,8) returns a modulus of "3". Based on this value, the system selects and plays
SystemAudioOnHold3.wav. If the modulus was "6", the system would select and play SystemAudioOnHold6.wav.
Customers can record their own wave files and replace the files above as long as these two conditions are met:
•
The files must be in CCITT mu-law format.
•
The file names must be exactly as above.
Caution: If you replace any of the .wav files (including the SystemAudio[x].wav or Ringback[x].wav files) in the
Resources directory with your own customized files, then these files will be overwritten when updating. If you have
replaced any of these files in the Resources directory, back up your customized files before updating, then restore the
files after the update is complete. This applies to the files on IC servers and on Media Servers.
On Hold Message
You can specify a recorded message in a sound file to play when a caller is placed on hold. CIC plays the message as
long as the call remains on hold in the workgroup queue until the call is routed to an agent for the first time.
Feedback
Audio Configuration
Use this page to select the on hold audio or in-queue audio (as configured in Media Server) to play to the caller.
Note: The optimal format for .wav files depends on your system configuration. A safe format to use (which is also
optimal in many configurations) is 8 kHz mono mu-law PCM.
Use Random Wave File
Select this option to play random wave files from the Resources folder on the IC server for in-queue audio for this
workgroup.
Use Wave File
Type a parameter or the drive, path, and .WAV file name found on the IC server. For example,
C:\I3\IC\server\sounds\support.wav, where C: is the local drive of the IC server. Use this to specify a unique wave
file to play in-queue audio for this workgroup.
Use Audio Source
If you are implementing the Audio Sources feature to identify a single audio stream to be played to calls waiting in
the workgroup queue, select an audio source from the drop-down menu. See Audio Sources for complete audio
source configuration instructions.
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Select Only play this audio source for ___ seconds, and enter the number of seconds to limit the length of the audio
playing time.
For more information on Media Server, see Interaction Media Server in the Technical Reference Documents section
of the CIC Documentation Library on the IC server.
Feedback
Workgroup Members
Select the users you wish to belong to this workgroup. You can optionally specify a fixed linear hunt order for alerting
Workgroup members when the workgroup has a queue, and it is not an ACD queue.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Available Users
Names in the Available Users list are registered on the server but are not members of this workgroup. To add one of
these users to this workgroup, which is indicated by the user’s name appearing in the Currently Selected Users list,
do one of the following:
•
Double-click a user’s name, or
•
Select a user's name and click Add.
Currently Selected Users
Names in the Currently Selected Users list are members of the current workgroup. To remove a user from this
workgroup, which is indicated by the user’s name appearing in the Available Users list, do one of the following:
•
Double-click the user’s name, or
•
Select the user’s name and click Remove.
Maintain Order
Select this check box to preserve the order of the Currently Selected Users list. Handlers can optionally use this
Currently Selected Users list as an ordered (linear) hunt group for alerting users in workgroup queues (not ACD
queues). The Alert Workgroup tool includes a check box that allows you to alert all users in a workgroup at the same
time, or in a sequential order. If the Alert Workgroup tool specifies a sequential order, and the Maintain Order check
box is selected, workgroup members will be alerted in the order specified in the Currently Selected Users list,
starting at the top.
To arrange the order of user selection
1.
Click the Maintain Order check box at the bottom of the Currently Selected Users list to create a fixed
order of user selection.
2.
Click on the name of the user to be first in order to receive calls in this workgroup queue.
3.
Click the Up button until that user’s name is at the top of the list.
4.
Select the name of the user to be second in order to receive calls in this workgroup queue.
5.
Click the Up button until that user’s name is second from the top of the list.
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6.
Select each user’s name and click the Up or Down button to determine the order in which each user is
selected to receive calls that alert on this workgroup queue.
7.
Click OK to save this order and exit.
For additional information, see Alert Workgroup tool in Interaction Designer Help.
Feedback
Roles/Supervisors
Use this page to assign roles and supervisors to this workgroup. Assigning a role to a workgroup gives the role's
permissions to the workgroup members. Assigning a supervisor to a workgroup, associates that supervisor with the
supervisor alerts for this workgroup.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Roles
To assign a role to this workgroup, in the Roles box click Add. You must already have defined one or more roles in
the Roles container.
To delete a role, select the role and click Delete. You can select and delete multiple roles.
Supervisors
If agents need to alert a supervisor, they can type a message and broadcast it to all CIC clients.
To assign a user as a supervisor for this workgroup, in the Supervisor box click Add. This feature affects the CIC
clients.
Related topics
About roles
ACD
Feedback
Workgroup ACD
Use this tab to configure ACD settings for the workgroup. Depending what you select in the list on the left, select the
related options on the right. The available areas are:
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•
Utilization
•
Skills
•
Statistics
•
Routing
•
Actions
•
Wrap-up Codes
•
Options
Interaction Administrator
Feedback
Utilization
You can set these utilization options at the workgroup or user level (user settings override workgroup settings).
Agents can handle multiple phone calls, email messages, callbacks, chats, and other interactions simultaneously and
in any combination. Using the ACD Utilization settings, you can configure how much of an agent's attention would be
required for each of the interaction types as a percentage.
For example, if, as an administrator, you set the Chat category for an agent to 25%, it would mean that the agent
could handle up to four chat events simultaneously. Indicating 100% for an event type would mean that the agent
could handle only one such event at a time.
The percentages might vary from agent to agent based on their experience. Agents are available to the extent that
the sum of the percentage utilization of all their current interactions is less than 100.
For example, if an agent is configured so that phone calls are set to 100 percent, chats to 25 percent, and email
messages to 10 percent, then the agent could, at any given time, process one phone call, or four chats, or two chats
and five email messages, or one chat and seven email messages, and so forth.
Note: Once an interaction enters a conference or enters an ACD queue as the consult portion of a consult transfer,
utilization is no longer recognized. If an interaction is transferred to an ACD Queue, utilization is only recognized if
the transfer is a blind transfer.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Interaction Type
The Interaction Type list displays the interaction types assigned to this workgroup or user, including Call, Callback,
Chat, Email, Generic Object, or Work Item.
% Utilization
The % Utilization list shows the percentage of an agent's attention required for each interaction type.
When you add an Interaction Type, the percent utilization you assign to that interaction appears in this list. By default,
the % Utilization is 100%.
Tip: Set the percent utilization for Calls to 51% or more when either or both of the following conditions apply:
- You have selected Auto answer for the agent.
- You have selected Exempt held interactions for the agent.
Under the above conditions and at less than 51% utilization, if an agent is on a call and another call comes in, the CIC
client puts the first call on hold automatically and connects the incoming call.
Since calls on hold (held interactions) are exempt and do not count against the agent’s percent utilization, the CIC
client will continue putting active calls on hold automatically and connecting new calls to that agent.
Setting 51% or more utilization ensures that an agent handles only one call at a time. Setting it at 50% allows the CIC
client to assign two calls simultaneously to the agent, one active and one on hold (achievable by some agents).
Note: Calls at 50% or less utilization with a maximum assigned of 1 will only allow 1 call.
Max. Assign.
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The Max. Assign. list displays the maximum number of interactions allowed for this interaction type. By default, the
value of Max. Assign is "1" for Call interaction type. The default value of Max. Assign for all other interaction types is
"0".
Edit
Select an interaction type and click Edit to see the Edit dialog where you can change the percent utilization for a Call,
Chat, Email, or other interaction type.
Feedback
Workgroup ACD Skills
Workgroup queues can be used to deliver regular calls and ACD calls. Regular calls can appear on a workgroup queue
and be answered by any workgroup member monitoring that queue. ACD calls are routed to the appropriate
workgroup based on caller input. All members of that workgroup (call agents) are expected to have a core set of skills
required to handle any call on that queue. Further ACD processing directs the call to the most appropriate agent who
is a member of that workgroup based on each agent's User ACD configuration. This page defines the minimal skill set
required by all members of this workgroup who handle ACD calls.
If this workgroup does not have a queue or does not handle skills-based ACD calls, no skills are required.
Skills
This field contains skill names required for members of this workgroup who handle skills-based ACD calls.
To enter a skill for this workgroup:
1.
Click Add to add a skill requirement.
2.
Select a skill name from the list and click OK.
Skill names are created in the Skills section in the People container.
Proficiency
Type a value of 1 - 100 to indicate the minimum proficiency of skill level that an agent must have in order to receive
an ACD call that requires this skill. 100 represents the highest skill level required. You define the skill attributes, which
include proficiency level, for an agent on the ACD configuration page. The default value is 1. By default, the weight
for proficiency is equal to 1, so this value is included in the ACD skills calculation.
Desire to Use
Type a value from 0 - 100 to indicate the minimum desire to use level agents must have in order to receive an ACD call that requires
this skill. 100 is the highest possible desire; the higher the number, the more often the user wants to use the skill. Remember, desire
to use is different than knowledge or ability. An agent can have a high level of proficiency (ability), but very little desire to use that
ability. The default value is 0.
Notes: A user inherits the desire setting for a skill from any workgroup(s) to which the user belongs. However, you
can override this with a user-level proficiency setting.
By default, the weight for Desire to Use equals 0, so the value that you specify is evaluated only as a qualifier instead
of as the specified Desire to Use range for the ACD interaction. The Desire to Use setting is considered for ACD skill
calculations when ACD customization points (such as CustomACDInitiateProcessing) are used. The weight for Desire
to Use must be set to a value greater than 0 in order for it to be considered in ACD skills calculations. For more
information on skills-based routing using the ACD Specify Interaction Skill Tool, see the ACD Processing Technical
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Reference or the white paper, ACD Processing: CIC's Automatic Communication Distribution in the Documentation
Library.
Related topics
Skills
Utilization
Statistics
Routing
Actions
Wrap-up
Options
Feedback
ACD Statistics
You can set ACD statistic shift start options for a user or for a workgroup.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Call Statistics
The Call Statistics fields appear only in the workgroup configuration since these fields affect only call statistics for
Workgroup (that is, ACD) queues that belong to an ACD Workgroup.
Statistics Period
The is the number of minutes used to define the "current period" and the "previous period" statistics on the Queues
page in Interaction Supervisor. The statistics period includes every X number of minutes from midnight to the current
time, where X is the number in the field. The default time is 30 minutes, which means the "current period" and
"previous period" changes on every half-hour boundary.
Estimated Call Time Interval
The ACD Statistics (Call or Queue) tools in a handler that provides callers with estimated wait time feedback, uses this
number of minutes in its wait time calculation. This is a rolling interval, which means the interval is the number of
minutes prior to each use of the estimated wait time function as it is invoked on the IC server. The ACD Statistics tools
calculate the estimated wait time for a caller in a queue by taking the average time all callers waited in the queue
during the current interval (for example, the previous 30 minutes from the time the ACD Statistics tool in a handler
was invoked). The default setting for the interval is 30 minutes.
Statistic Shift Starts
This list of times determines the beginning time and duration of each shift for this user or the members of the current
workgroup. These times are used to define (relative to the current time) the "current shift" and the "previous shift" on
the Queues page in Interaction Supervisor. The default statistic shift is a 24 hour shift starting at midnight (0:00),
meaning the statistics are relative to one day (or 24 hours).
Use the Add and Delete buttons to add or remove shift times. To change a shift time, first delete it and then add a
new time to replace it.
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Routing
Feedback
Routing
You can set routing options at the user or workgroup level. Multiple mailboxes can now be monitored by a single
workgroup or user. For each mailbox folder that feeds a queue, Interaction Administrator stores the email address.
Because of address lookup, each entry in the list has mailbox, email address, inbound folder, and queued folder. The
mailbox and email address uses the same method that is used for associating a user with a workgroup.
Tip: See Set Up Email Routing on ACD Queues.
Notes: When searching for a mailbox to select for ACD email routing, distribution lists and public folders are not
listed in the search.
You cannot create an SMTP-monitored mailbox through a workgroup's ACD. If SMTP and IMAP are active, however,
you can configure an SMTP/IMAP mailbox through a workgroup's ACD.
ACD Email Routing Active
Use this check box to activate email routing. When activated, CIC uses the same rules for email arriving for the
workgroup as it does for calls and faxes.
Mailboxes:
Click Add to open the ACD Email Routing Mailbox dialog box.
Save replies to Sent Items folder
Specify a mailbox folder for sent emails to be saved (such as the Sent Items folder for the monitored mailbox
associated with each workgroup). This feature is supported for Exchange (MAPI or EWS) integrations only.
Feedback
Adding an ACD Email Routing Mailbox
Use this page to add an ACD email routing mailbox.
Mailbox
Click the browse button to open the Mailbox Selection dialog box.
Use this mailbox to send outgoing emails
Select this check box to use this mailbox when an agent sends an email message through the CIC clients to a
workgroup queue. This outbound email interaction is tracked similar to the way in which an inbound email interaction
is tracked in CIC.
Use this mailbox to receive emails
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Select this check box to receive workgroup queue emails in this mailbox.
Inbound Folder
Select the folder for routed email from the list. This is the receiving folder in the associated mailbox. CIC polls the
inbox every few seconds to see if a new email has entered.
Allow to Receive Encrypted Email
Select this option to support the use of the S/MIME type in email. Selecting this check box enables support of email
encryption, but other configuration, such as installing certificates, is necessary. For more information see Interaction
Center Security Concepts in the Technical Reference Documents section in the CIC Documentation Library.
Related topics
Mailbox selection
Attendant mailboxes
Email certificates configuration
Feedback
ACD Actions
These ACD actions options can be can be set at the user or workgroup level. ACD calls directed to an agent's station
can initiate DDE, custom screen pop, or web browser screen pop actions when the call rings on an agent's station, is
disconnected, or transferred from the agent’s station. For example, when an ACD call alerts the agent's station, a
database application can start. When the call is disconnected or transferred, either of those actions can initiate
another database application specifically used for completing records or follow up on the call. The Actions property
page specifies which actions are used with ACD calls to this workgroup or user. Each workgroup or user may use
different actions or no actions at all.
Alerting Action
Select a custom screen pop, web browser screen pop, or DDE action to start on an agent's workstation each time a
call enters an alerting state (for example, the station rings) in this workgroup queue. Actions in this list are defined in
the Actions container.
Disconnected Action
Select a DDE action to start on an agent's workstation each time a call moves from the Connected state to a
Disconnected state (that is, the call terminates) in this workgroup queue. Actions in this list are defined in the Actions
container.
No-answer Status
Select a status message from the list to display in an agent's My Status box when an agent is alerted by an ACD
interaction and does not answer it. The selected status message should have the "Status is Do Not Disturb" attribute
set on the Status Message Configuration page.
Note: The default setting is ACD - Agent Not Answering unless another status has been specified by the workgroup.
If a user is a member of multiple workgroups, and just one of those workgroups is configured to change members'
status to 'agent not answering' when there is no answer, then the no-answer behavior applies to this user for all
workgroup memberships.
Revert to Available After
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Set this time interval (in seconds) to automatically return an agent's status to what the status was prior to going to
Agent Not Answering. If the status has been changed in the meantime, the agent's status will not be reset. The default
value is 0 which does not automatically revert the status.
Transfer Action
Select a DDE action to start on an agent's workstation each time a call is not answered or is transferred by the agent
in this workgroup queue. Actions in this list are defined in the Actions container.
If an agent does not pick up an alerting ACD call, the call times out and the agent's status is automatically changed to
ACDAgentNotAnswering. The Alerting Action may need to be terminated, or some other action performed if the
agent does not pick up the call. When the agent's status is ACDAgentNotAnswering, the agent is not assigned any
more calls until he or she changes the status to Available.
If an agent transfers a call using a CIC client, the same Transfer Action may optionally be invoked if the Execute
Transfer Action on the User Transfer check box is selected.
Execute Transfer Action on User Transfer
Select this check box to automatically invoke the Transfer Action DDE command when an agent manually transfers a
call from his or her station. Leave the check box blank to perform no DDE action when an agent manually transfers a
call. If a Transfer Action is defined and this check box is blank, the Transfer Action is invoked only when an ACD call is
not picked up at an agent's workstation and then transfers to another agent.
Incoming Transfer Action
Select a DDE action to start on an agent’s workstation when that agent receives an ACD call transferred from another
agent. This allows an agent who starts an ACD call to transfer that call to another agent and allows the second agent
to see the appropriate DDE action when the call alerts.
This action is valid only when the transfer is from one user to another user (not from a user to a workgroup, line,
station, or other type of queue).
On Call Status
Select a status message from the list to assign to an agent (and display in an agent’s My Status box) while the agent is
on an ACD call. After the call disconnects, the agent’s status changes to Follow up (or the Wrap Up Status setting) for
the designated period before returning to the agent's status before the call (for example, Available).
Feedback
Workgroup ACD Options
Select The Use Availability Time in Skills Calculation check box to change the calculation of how skills are
configured. By default this check box is selected so skills are calculated on a formula that uses Availability Time, in
addition to Desire to Use and Proficiency. Interaction Attendant uses skill settings in the skills-based routing.
Feedback
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Interaction Administrator
Phonetic spellings
You can set phonetic spelling options for users workgroups. Use this page to define alternate (phonetic) spellings of
the user name or workgroup name for Text To Speech (TTS) and Automatic Speech Recognition (ASR).
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Text To Speech
Type the phonetic spelling of the user's or the workgroup's name.
The TTS spelling should be a single-valued attribute. Spell the name like it sounds. For example if you have a user
name spelled "Rose," but it is pronounced "Rosy," then enter "Rosy."
Automatic Speech Recognition
Enter the user's or workgroup's phonetic spelling of the name. You can specify multiple spelling entries for ASR. The
ASR spelling attribute should be a multi-valued attribute.
The ASR phonetic spelling values are used by the Reco Create Company Directory Grammar. You can specify any
valid grammar token, including nicknames or different spellings of a user’s name.
For example, assume a user is called “John Smith.” This is the first name and last name known to the CIC system, and
this spelling entry is used by default for the company directory grammar. To add spelling entries to increase the
grammar coverage, add the following alternate spelling entries:
•
Johnny Smith
•
John Robert Smith
•
John R Smith
Note: Be careful not to add too many alternate spelling entries. If the grammar coverage becomes too broad, or if
the company directory contains too many similar names, the recognition quality degrades.
You can also include phonetic spelling entries for a specific language. To do this, at the end of the phonetic spelling
entry, type !language identifier.
For example, the following spelling entry indicates that it is for the English language.
Johnny Smith !en-us
Note: You can use only one language identifier for each spelling entry. The language identifier must be the last
characters of the spelling entry. Any languages that you specify must be installed on all ASR servers, or the company
directory grammar will not compile.
Related topics
Configure a user
Feedback
Secure Input Forms: Workgroups
Use this page to make the secure input forms available to a workgroup and give workgroup members access to the
form.
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Interaction Administrator Printable Help
Click the form in the Available Forms list, and click Add (or just double-click the form) to add it to the Currently
Selected Forms list.
Note: If the dialog box does not include the Secure Input Forms tab, verify that you have enabled secure input and
defined at least one secure input form. Those two steps add the tab to the dialog box.
Feedback
Overview of options
You can configure options for the default user, for a specific user, or for a workgroup.
The user configuration properties defined in these three containers are related to each other because all users inherit
one or more properties from the Default User Configuration page. See Configuration Property Inheritance for an
explanation of how these properties are related in each container.
For more information about the options that are available, click the links under Related topics.
Related topics
Options for the default user
Options for a user
Options for a workgroup
Configure a user
Security
Feedback
Overview of security for people
You can configure security for the default user, for roles, for a user, or for a workgroup.
Because users inherit one or more properties from the default user, roles and workgroup, the Security page is
available from each of these containers. See Configuration Property Inheritance for an explanation of how these
properties are related in each container.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
For more information on the types of security available for people, see the links under Related topics.
Related topics
Overview of the master administrator rights
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Interaction Administrator
Overview of administrator access rights
Overview of access control rights
Overview of security rights
Configuration property inheritance
Feedback
Assign administrator access rights
Administrator access allows a user to modify configuration options in Interaction Administrator containers. You can
assign administrator access to any role, workgroup, user, or the default user.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign administrator access rights
1.
In the Security page, click Administrator Access.
The Administrator Access dialog box appears.
By default (<All>) categories are displayed. You can select a specific category of access rights or you can
locate rights by using the Search box.
2.
Select the rights to assign. You can assign specific access rights within a group (or container), or assign *[All]
access rights in a group.
3.
Click Close.
The Administrator Access page appears.
4.
Click Apply.
Your configuration changes are saved.
To allow an administrator to assign (edit) all of the actions in the Actions container
1.
From the Category list, select System.
2.
Under Actions, select the *[All] check box.
3.
Click Close.
Related topics
Analyzer category
Attendant category
Collective category
Conference category
Dialer category
Integrations category
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Interaction Administrator Printable Help
Optimizer category
People category
Recorder category
Resource category
Server category
Survey category
System category
Feedback
Assign access control rights
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign access control rights
1.
In the Security page, click Access Control.
The Access Control dialog box appears. The categories of rights that appear depend on the CIC products
that you have installed. You can locate rights by selecting a category or by using the Search box.
2.
Select the rights to assign. You can assign specific rights within a group, or assign *[All] rights in a group. The
following tables show the available access control groups, the rights, and the associated descriptions, by
category.
Application Category
Group
Name
Description
View
Determines which Interaction Feedback surveys and survey
results the user can view.
Feedback Surveys
Modify
Recorder Questionnaires
Determines which Interaction Feedback survey definitions
can be modified.
Note: Select this right for the user if the user needs to be
able to enable the survey.
View
Determines which questionnaire directories are available
from the drop-down list in the Interaction Recorder
Questionnaire container. If available from the list, a
recording can be scored with that questionnaire.
Modify
Determines which questionnaire can be modified.
Attendant Profiles Category
Group
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Name
Description
Interaction Administrator
Email Profiles
Inbound Profiles
Operator Profiles
Outbound Profiles
View
Determines which Interaction Attendant email profiles can
be viewed.
Search
Determines which Interaction Attendant email profiles are
available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant email profiles can
be modified. Users who can modify a profile can acquire a
lock and edit or publish it.
View
Determines which Interaction Attendant inbound profiles
can be viewed.
Search
Determines which Interaction Attendant inbound profiles are
available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant inbound profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
View
Determines which Interaction Attendant operator profiles
can be viewed.
Search
Determines which Interaction Attendant operator profiles are
available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant operator profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
View
Determines which Interaction Attendant outbound profiles
can be viewed.
Search
Determines which Interaction Attendant outbound profiles
are available in the Transfer to dialog box.
Modify
Determines which Interaction Attendant outbound profiles
can be modified. Users who can modify a profile can acquire
a lock and edit or publish it.
Interaction Conference Category
Group
Name
Description
Determines if a conference room is available for creating conferences.
Conference Rooms
Restrict
A conference room is a set of telephone phone numbers or stations that
are designated as a conference room in Interaction Conference. If you
assign the Restricted right to a conference room, then users cannot make
new conferences that use the conference room. Users can still call into the
conference room if they have a PIN.
By default, every user who has access to Interaction Conference can use
every conference room that is defined in CIC.
Interaction Dialer Category
Group
Name
Description
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Interaction Administrator Printable Help
View
Determines which campaigns can be viewed in Interaction
Dialer Manager.
Modify
Determines which campaigns can be managed in Interaction
Dialer Manager.
Campaigns
Interaction Optimizer Category
Group
Name
Description
View
Determines which agent groups in Interaction Center
Business Manager (ICBM) can be viewed.
Modify
Determines which agent groups in ICBM can be modified.
Create
Determines if user can create agent groups in ICBM.
Delete
Determines if user can delete agent groups in ICBM.
View
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be viewed.
Modify
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be modified.
Create
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be created.
Delete
Determines which forecasts in Interaction Center Business
Manager (ICBM) can be deleted.
Interaction Optimizer
Master Administrator
Has Right
Allows access to all Interaction Optimizer-related activities in
IC Business Manager.
Intraday Monitoring
View
Allows access to view Intraday Monitoring configuration in
ICBM.
View
Allows access to view RTA configuration in ICBM.
Modify
Allows access to modify RTA configuration in ICBM.
View
Allows access to the Schedule Preferences configuration in
ICBM.
View
Allows access to view schedules in ICBM. This includes
weekly schedules and schedule bids.
Modify
Allows access to modify schedules in ICBM. This includes
weekly schedules and schedule bids.
Create
Allows access to create schedules in ICBM. This includes
weekly schedules and schedule bids.
Delete
Allows access to delete schedules in ICBM. This includes
weekly schedules and schedule bids.
View
Allows access to view scheduling units.
Modify
Allows access to modify scheduling units. See Security Rights
for rights to create or delete scheduling units.
View
Allows access to view shift rotations.
Agent Groups
Forecasts
Real-time Adherence (RTA)
Schedule Preferences
Schedules
Scheduling Unit
Configuration
Shift Rotations
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Interaction Administrator
Shifts
Time off requests
Modify
Allows access to modify shift rotations.
Create
Allows access to create shift rotations.
Delete
Allows access to delete shift rotations.
View
Allows access to view shifts in ICBM.
Modify
Allows access to modify shifts in ICBM.
Create
Allows access to create shifts in ICBM.
Delete
Allows access to delete shifts in ICBM.
View
Allows access to view time-off requests.
Modify
Allows access to modify time-off requests.
Delete
Allows access to delete time-off requests.
Create
Allows access to create time-off requests.
Interaction Process Automation Category
Group
Name
Description
View
Determines what processes in Process Monitor and the CIC
clients can be searched for and viewed.
Manage
Determines which processed can be searched, canceled, and
retried in Process Monitor.
Processes
Determines which processes can be launched from the CIC
clients.
Launch
Note: A process must be published before it can be
launched.
People Category
Group
Name
Description
Account Codes
View
Determines which account codes the user can view in the
CIC client dialog boxes. To assign account codes to incoming
and outgoing calls the Account Code Verification security
right must be assigned in addition to this access control
right.
Client Buttons
View
Determines which custom buttons can be used on the
Queue Control toolbar in the CIC clients.
Directory Status Columns
View
Determines which status columns the user can add to a
directory view. These status columns include: Activated,
Forward Number, Logged In, Notes, On Phone, Status, Status
Summary, Time in Status, and Until.
Queue Columns
View
Determines which queue columns the user can view in user,
station, orbit, or workgroup queues. For more information,
see Who can see and listen to recordings.
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Interaction Administrator Printable Help
Skills
Substitute
Determines which interaction attributes the user can use in a
response macro. For more information, see the help for the
CIC clients.
View
Determines which skills the user to can use design processes
that transfer interactions to workgroups. For more
information, see the Interaction Process Automation help.
View
Determines how the user can work with workgroups in the
CIC clients.
Workgroups
Statistics
CIC clients: View workgroups in the Workgroup Statistics
view.
Interaction Supervisor: View and select workgroup statistics.
Queues Category(see note)
Group
Line Queues
Station Queues
User Queues
Name
Description
Modify
Allows pickup, transfer, and disconnect of call interactions on
a line queue.(see note)
Monitor
Allows coach, join, listen, and record of call interactions on a
line queue.(see note)
View
Determines which line queues can be viewed.
Modify
Allows disconnect, hold, mute, Pickup, or transfer of call
interactions on a station queue. (see note)
Monitor
Allows coach, join, listen, or record of call interactions on a
station queue.(see note)
View
Determines which station queues can be viewed.
Search
Determines which station queues can be transfer targets in
the Transfer dialog box.
Modify
Allows disconnect, hold, mute, pickup, or transfer of
interactions on a user queue.(see note)
Monitor
Allows coach, join, listen, or record of interactions in a user
queue.(see note)
View
Determines which user queues can be viewed. See also
Configure the visibility of user data in reports
Statistics
Determines which user queues' statistics can be viewed.
Modify
Allows disconnect, hold, mute, pickup, or transfer of
interactions on a workgroup queue.(see note)
Monitor
Allows coach, join, listen, or record of interactions on a
workgroup queue.(see note)
Workgroup Queues
Determines which workgroup queues can be viewed.
View
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Note: The View Workgroup Queue rights filter which
workgroups are exposed to a user when the user is using the
Telephone User Interface (TUI) to send or forward voice mail
and email messages.
Interaction Administrator
Determines which workgroup queues can be transfer targets
in the Transfer dialog box.
Search
Note: The Advanced Access Details button is enabled when you select a line, station, user, or workgroup
queue. Click this button to select or de-select a subset of queue rights or individual rights.
For example, for a person, you can select the ability to preview interactions.
Server Category
Group
Station Groups
Name
Description
View
Determines which station groups can be viewed.
Search
Determines which station groups can be transfer targets in
the Transfer dialog box.
Station Logon Category
Group
Name
Description
Stations
Login
Determines which stations can be logged in.
System Category
Group
Name
Description
General Directories
View
Determines which general directories can viewed.
IC Data Sources
View
Determines which data sources the user can configure and
reference in database actions in Interaction Process
Automation.
Interaction Reporter
Reports
View
Determines which Interaction Reporter reports can be
generated.
Layouts
View
Determines which layouts the user can view.
Misc Items
View
Allows a user to log in on behalf of another user.
View
Determines which phone number classifications can be
accessed, such as blocked or long distance.
Follow-me
Determines which phone number classifications can be used
as follow-me numbers.
Forward
Determines which phone number classifications can be used
as forwarding numbers.
TUI
Determines which phone number classifications can be used
as forward numbers available through the menu when
logged into voice mail. This access right prevents toll-fraud
through the TUI.
Positions
View
Determines which floor plan images (positions) the user can
use in Interaction Supervisor iPAD Edition.
Plugins
View
Determines which plug-ins can be added.
Phone Number Classifications
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Response Management
View
Allows access to chat features.
Status Messages
View
Determines which statuses can be selected from the My
Status list or from the Set Status list when changing
another user's status.
e-FAQ's
View
Determines which eFAQs and eFAQ controls agents can see.
User Category
Group
Users
Name
Description
View History
Determines whose interactions can appear in the Interaction
Tracker Related Items view in the CIC clients.
Change Status
Determines which users' status can be changed..
3.
Click Close to return to the Security page
4.
Click Apply to save changes to the configuration.
Example
If an administrator user needs access control rights to view all general directories, do the following:
1.
From the Category list, select System.
2.
Under the General Directories access control, select the *[All] check box in the View column.
3.
Click Close.
To assign the same rights to the default user, role, or workgroup, follow the same procedure.
Caution: It is strongly recommend not to select the *[All] check box for the default user, since it would give every user
access control to these categories minimizing phone system security. This could also significantly impact system
performance on sites with large numbers of users (that is, more than 1,000 users). It is further recommend to limit the
number of users who have access control to *[All] user and station queues, as those items generate the most traffic in
large implementations.
Related topics
Administrator access
Assign scurity rights
Feedback
Assign security rights
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
To assign security rights
1.
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In the Security page, click Security Rights to display the Security Rights dialog box.
There are two categories of security rights; Application and User. The categories are further divided into
groups of related rights. By default, <All> categories is selected to display security rights in both categories.
You can optionally locate rights by typing information in Search.
Interaction Administrator
2.
Select the rights to assign. The following tables show the available security rights groups, the rights, and the
associated descriptions, by category:
1.
Application Category
Group
Alerting Rights
Name
Description
Email Alerts
This security right allows the user to add email
alerts that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Handler Alerts
This security right allows the user to add handlers
that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Memo Alerts
This security right allows the user to add memo
alerts that are automatically triggered when an
Interaction Supervisor statistic is within a given
range.
Allow the User to Create Email Profiles
Allows users to create profiles used to process email
interactions. This security right gives users the modify
access right to email profiles they create.
Allow the User to Create Inbound Profiles
Allows users to create profiles used to process incoming
interactions. This security right gives users the modify
access right to inbound profiles they create.
Allow the User to Create Operator Profiles
Allows users to create profiles used to process incoming
interactions to the operator. This security right gives
users the modify access right to operator profiles they
create.
Allow the User to Create Outbound Profiles
Allows users to create profiles used to process transferred
interactions. This security right gives users the modify
access right to outbound profiles they create.
Create and Modify All Conferences
Allows users to create conferences and to modify all
conferences regardless of creator.
Create and Modify Conferences
Allows users to create conferences, but to modify only
those conferences they created.
Publish
Allows the user to publish from the Interaction
Process Automation designer in the IC Server
Manager application.
Logon Campaign
Allows the Interaction Scripter user, at login time,
to select campaigns to participate in. Agents who
not have this right are logged into all campaigns
automatically. See the Interaction Scripter Client
User Guide.
Manually Transition to a Campaign Group
When using the Advanced Campaign Management
feature and monitoring a campaign in the Dialer
Campaign Sequence Details view in IC Business
Attendant
Interaction
Conference Policy
Interaction
Process
Automation
Interaction
Dialer
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Interaction Administrator Printable Help
Manager, this right allows a user to be able to
manually transition from the currently active
campaign group to any campaign group in the
sequence.
Without this right, users can only monitor
campaign transitions.
View and modify two specific settings on the General tab
of the Global Configuration Settings dialog box in
Interaction Dialer Manager. The settings are:
Modify Configuration General
•
Delay in seconds before auto-dispositioning a
disconnect interaction
•
Pause a campaign when the database query
failure rate exceeds
Modify specific preview call settings on the General tab
of the Global Configuration Settings dialog box in
Interaction Dialer Manager. The settings are:
Modify Preview Call Behavior
•
If a Preview call fails to connect, play this
file to the agent
•
If a Preview call encounters a busy signal,
play this file to the agent
This right allows the user to perform the
Predefined Actions from the Data Query section of
a Contact List.
The actions are:
•
•
•
•
•
•
Run Contact List Predefined Actions
Bulk Edit
Delete
Make Callable
Make Uncallable
Reset Attempts
Schedule Calls
The View/Modify Contact List Data Query right is
required to use the Run Contact List Predefined
Actions right.
View Configuration General
View Preview Call Behavior
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View, but not modify, two specific settings on the
General tab of the Global Configuration
Settings dialog box in Interaction Dialer
Manager. The settings are:
•
Delay in seconds before auto-dispositioning
a disconnect interaction
•
Pause a campaign when the database query
failure rate exceeds
View specific preview call settings on the General
tab of the Global Configuration Settings dialog
box in Interaction Dialer Manager. The settings
are:
•
If a Preview call fails to connect, play
this file to the agent
•
If a Preview call encounters a busy
signal, play this file to the agent
Interaction Administrator
Interaction Dialer Campaigns
View/Modify Contact List Data Query
Determines whether or not the Data Query tab of
a Contact List object is visible or not. The Data
Query tab queries the contact list to display a list
of results in a data grid. Query results can be
saved as filters. Users may also apply actions to
records displayed in the grid, and commit
changes back to the database.
Create/Modify Dialer Campaign Group
When using the Advanced Campaign Management
feature, this right allows a user to be able to
create new and modify existing campaign groups
on the Campaign Sequence tab in the Campaigns
view.
Without this right, users can only view existing
campaign groups.
Modify Campaign Group Sequence
When using the Advanced Campaign Management
feature, this right allows a user to be able to
create new and modify existing campaign
sequences on the Campaign Sequence tab in the
Campaigns view.
Without this right, users can only view existing
campaign sequences.
View/Modify Agentless Calling Type
Determines whether users can select Agentless
dialing mode when setting the Calling mode for a
Campaign.
View/Modify Automatic Zone Mapping
Grants right to select the "Automatically map time
zones and all child options" option for a Campaign
object. Without this right, these options are
unavailable.
View/Modify Line Settings
Enables settings in the Dialer Line Information
group box for a Campaign. Options in this frame
configure Dialer to adhere strictly to CIC's Dial
Plan, or to use one specific line group for
campaign calls.
View/Modify Maximum Lines
Determines whether the Maximum Lines per
Campaign setting on the Basic Configuration tab
of a Campaign is enabled or not.
View/Modify Status
Enables the Campaign Execution Panel for a
campaign entry. Users who have this right can
control the running state of a campaign, whether
it runs in accordance with a schedule, or in a
manually operated state. Users can also recycle
the contact list, recycle the campaign, and test to
ensure that campaign settings are valid. When
not granted, these controls are unavailable.
Modify Change Auditing
Grants right to modify Configuration Change
Auditing settings under Global Dialer Settings.
When enabled, auditing tracks configuration
changes made.
Interaction Dialer - Modify HTTP Server
Global Dialer
Settings
Modify Outbound Dialer Servers
Grants right to modify HTTP Server settings under
Global Dialer Settings. These settings are used to
stream data in and out of a contact list table.
Grants right to modify settings on the Outbound
Dialer Servers tab under Global Dialer Settings.
The user can designate an ODS server to send
notifications and e-mails when errors or outages
occur, and can set threshold values for individual
ODS servers, including Maximum Calls and
Maximum Call Rate.
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Modify Phone Number Types
Grants right to modify Phone Number Types
under Global Dialer Settings. Types are userdefined strings that can be associated with
contact columns to identify a type of telephone
number. Examples of phone number types might
be "Work", "Home", or "Cell".
View Change Auditing
Grants right to view Configuration Change
Auditing settings under Global Dialer Settings.
These settings are disabled if the user does not
have this right. The Configuration Change
Auditing feature tracks configuration changes
made using Dialer Manager, or an API such as
IceLib.Configuration.Dialer.
View HTTP Server
Grants right to view HTTP Server settings under
Global Dialer Settings. These settings are used to
stream data in and out of a contact list table.
Options on the HTTP Server tab are disabled
when this right is not granted.
View Outbound Dialer Servers
Grants right to view the Outbound Dialer Servers
tab under Global Dialer Settings. The user can see
which ODS server has been selected to send
notifications and e-mails when errors or outages
occur. When this right is not granted, options on
the tab are disabled
View Phone Number Types
Grants right to view the Phone Number Types tab
under Global Dialer Settings. Types are userdefined strings that can be associated with
contact columns to identify a type of telephone
number. Examples of phone number types might
be "Work", "Home", or "Cell". When this right is
not granted, options on the tab are disabled.
View/Modify Data Connections
Grants right to view and modify Database
Connections in Dialer Manager. When this right is
not granted, Database Connection options are
disabled.
View/Modify DNC Sources
Grants right to view and modify the DNC Sources
view in Dialer Manger. A DNC Source provides a
list of telephone numbers that should not be
dialed. When this right is not granted, DNC
options are disabled
View/Modify Time Zone Map Data
Grants right to view and modify the Timezone
Map Data view in Dialer Manger. A time zone map
is a file that associates the initial digits of a phone
number (area code and exchange in North
America, for example) with a time zone. When
this right is not granted, options on the view are
disabled.
Interaction Dialer Lock Policy Sets
Policy/Rule Sets
358
Determines whether or not a user can check the
"Locked" check box option for a Dialer policy
object, preventing it from being modified,
removed, or unlocked by anyone who does not
have Master Administrator rights.
Once a policy is locked, users who are not Master
Administrators can view the policy, but they cannot
remove or edit it until a Master Administrator
removes the lock. Locked policies can be assigned
Interaction Administrator
to a campaign, but they cannot be removed from a
campaign without Master Administrator rights.
View/Modify Custom
Handler Actions
Interaction
Optimizer
Grants right to run the
Dialer_RuleActionEvent handler by setting
up a Rule Action or Policy Behavior. A user
who does not have this right cannot modify
settings that configure a Run Handler rule
action.
View/Modify Event Log
Grants right to configure Rule Set Actions or
Policy Set Behaviors that write an event log
entry.
Agent can bid on schedules
Allows users to bid on preferred schedules in
Interaction Desktop.
Agent can see rank
Allows agents to view their ranking of potential
schedules in order of most to least-desired. Agents
can view the details about how the bid was ranked
in the Bid Information section in Interaction
Desktop. When enabled, agents can see the initial
part of their rank string, such as “Your rank is 22
for this bid.”
Agent can see relative rank
Allows agents to view their ranking of potential
schedules compared to other agents' rankings.
Agents can view the details about how their bids
were ranked compared to other agents' bids in the
Bid Information section in Interaction Desktop.
When enabled, agents can see the second part of
their rank string, such as “Your rank is 22 out of 45
for this bid.” vs. "Your rank is 22 for this bid.”
Agent can specify schedule preferences
Allows users to set schedule preferences in
Interaction Desktop.
Agent can submit time off
Allows users to submit requests for time off.
Can create activity codes
Allows users to add activity codes.
Can create day classifications
Allows users to add day classifications.
Can create scheduling units
Allows users to create scheduling units.
Can delete activity codes
Allows users to delete activity codes.
Can delete day classifications
Allows users to delete day classifications.
Can delete scheduling units
Allows users to delete scheduling units.
Can create scheduling units
Allows users to create scheduling units.
Can modify activity codes
Allows users to edit activity codes.
Can modify activity type mapping
Allows users to edit activity type mappings.
Can modify day classifications
Allows users to edit day classifications.
Can view activity codes
Allows users to view activity codes.
Can view activity type mapping
Allows users to view activity type mappings.
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Interaction Administrator Printable Help
Interaction
Reporter
Can view day classifications
Allows users to view day classifications.
Interaction Report Administrator
Allows users to configure all features and
functions in Interaction Reporter.
Create/Delete Questionnaire Directories
Create, modify, or delete Interaction Quality
Manager Questionnaires directories and
Questionnaire rankings.
Interaction Recorder Policy Editor
Access the Interaction Recorder Policy Editor and
configure and update Interaction Recorder
Policies. The Interaction Recorder policies
determine which interactions are recorded, and
where the recordings are stored and archived.
The Interaction Recorder policies also determine
how long recordings are retained, and who can
access, modify, and take actions for recordings
within the system.
Recorder Policy
Master Key Password Administrator
Create, change, or deactivate the Master Key
Password that is used to protect the Master Key
File and securely encrypt master key data. This
security right requires the Master Key Password
license
(I3_FEATURE_RECORDER_MASTER_KEY_PASSWORD
) to be included in the IC server license. The Master
Key Password function is available on the
Interaction Recorder Key Generation page.
Important Note: Interactive Intelligence
Support cannot recover encrypted recordings if a
Master Key Password is lost.
Override Finished Scorecards
Make additional answer and scoring changes for
Interaction Quality Manager Questionnaire
Scorecards that have already been finished in the
system.
Note: Overriding a finished scorecard can affect
reports.
Tracker Policy
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Add Individuals
Allows users to add individuals in Interaction Tracker.
Add Organizations
Allows users to add organizations in Interaction Tracker.
Delete Individuals
Allows users to delete individuals in Interaction Tracker.
Delete Organization
Allows users to delete organizations in Interaction
Tracker.
Have Private Contacts
Allows users to designate an Interaction Tracker contact
as private and prevent other users from viewing or using
information for this contact.
Modify Individuals
Allows users to change or update individuals in
Interaction Tracker.
Modify Interactions
Allows users to change or update interactions in
Interaction Tracker.
Modify Organizations
Allows users to change or update organizations in
Interaction Tracker.
Interaction Administrator
Related Interactions Page
Allows users to view the page that shows related
interactions in Interaction Tracker.
Interaction Tracker Administrator
Gives users the rights to access all pages in Interaction
Tracker.
View Other People's Private Interactions
Allows users to view other users' private interactions in
the Related Items view and to have these interactions
included in search results in the Find Interaction dialog
box. Users can indicate that an interaction is "Private" to
prevent other users from recording or listening to it.
2.
User Category
Group
Alerting Rights
Client Rights (in CIC
clients)
Name
Description
Email Alerts
Allows users to add alerts to email type actions in
Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Handler Alerts
Allows users to add alerts to handler type actions
in Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Memo Alerts
Allows users to add alerts to memo type actions in
Interaction Supervisor. Users must also have the
Alert Programming user right to add any type of
alert.
Account Code Verification
Allows users to assign account codes to incoming
and outgoing interactions. See also the View
Account Codes access control right.
Can Create Speed Dials
Allows users to create speed dial views.
Conference Calls
Allows users to create conference calls. See also
the Conference Rooms access control right.
Customize Client
Allows users to customize configuration settings in
the CIC clients. It also allows users to add view,
however, the ability to display certain views may
require additional access control rights.
Manage Client Templates
Allows users to create and edit configuration
templates in Interaction Client .NET Edition and
Interaction Desktop.
Mini-Mode
Allows users to run the Mini-Mode add-on to
Interaction Client .NET Edition and Interaction
Desktop. Mini-mode provides a compact view and
basic control of your interactions.
Monitor Columns
Allows users to add the Lstns column and Recs
column to a queue view. The Lstns column shows
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Interaction Administrator Printable Help
a speaker icon when someone is listening to the
conversation. The Recs column shows a red dot
icon to indicate that the conversation is being
recorded. For more information, see Who can see
and listen to recordings.
Determines whether or not users are alerted when
a new call arrives in the queue when already on a
call. This only occurs on calls into lines that are
marked "Allow Deferred Answer."
Multiple Calls
If users do not have this right, or are already on a
call and do not have call coverage set to forward
calls when busy, then they are not alerted to the
new call and it rolls to voicemail.
This setting does not actually prevent multiple
calls from being on a queue at the same time. It
merely controls whether users are alerted or not.
This setting applies only to My Interactions, not to
calls to a logged-in station or default workstation.
Orbit Queue
This security right allows a user to park a call on an
orbit queue. An orbit queue is a numbered queue
that holds a call until another user picks it up.
Allows users the option of keeping remote
telephone connected until you log off.
Persistent Connections
Allows users to select Allow Persistent Connection
when using a dynamic remote client connection
with the Interaction Client. NET Edition and the
Interaction Client Web Edition.
Personal Rules
Allows users to set up Personal Rules or create a
Quick Call rule. These rules automatically perform
specific actions when triggered by certain
interactions
Problem Reporter
Allows users to use the Report a Problem option
from the File menu in Interaction Client .NET
Edition, Interaction Desktop, and Interaction Client
Web Edition. This option allows users to send an
email message containing problem information to
a specified email recipient.
Receive Voice mail
If users have this right, callers are sent to voice
mail when in a DND status (Gone Home, Out of
the Office, or some other "not available" status) or
when not answering phone.
If users don't have this right, callers are returned
to the Interaction Attendant main menu.
Response Management
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Allows users to use Response Management to
incorporate a stored response such as a standard
greeting or their company's support website
address in e-mail messages, chats, callback
requests, or text message.
Interaction Administrator
Status Notes
Allows users to create a Status Note when they set
Status details for themselves or other users. Status
Notes provide additional details about status, for
example, the date an agent expects to return after
vacation.
Allows users to enter a new Remote Number when
User-defined Telephone Number on logging in to the Interaction Client .NET Edition,
Remote Login
Interaction Desktop, and Interaction Client Web
Edition.
Workgroup Queue Statistics
This security right allows a user to use the
Workgroup Statistics view in the CIC clients.
Allows users to display the
Workgroups/Profiles Workgroup and Profiles view. This
Tab
view lists workgroups and Attendant
Profiles by name.
Handler Rights
Interaction
Command Rights (Restricts which
commands are
visible in the CIC
clients) Note: These
rights control the
Debug
Allows users to debug handlers published to the
IC server. This applies only to users who have the
Interaction Designer program and who are
authorized to update production handlers or
create new handlers on the IC server. If this check
box is not selected, users who attempt to debug
handlers from Interaction Designer will see an
appropriate error message.
Manage
Allows users to add or remove handlers published
to the IC server. A handler’s status can be
managed by someone running the Interaction
Designer program on a workstation and using the
Manage Handlers command on the Tools menu. If
this option is not selected, users who attempt to
manage handlers from Interaction Designer will
see an appropriate error message.
Publish
Allows users to publish new or updated handlers
on the IC server. This applies only to users who
have the Interaction Designer program and who
are authorized to update production handlers or
create new handlers on the IC telephony server. If
this check box is not selected, users who attempt
to publish handlers from Interaction Designer will
see an appropriate error message.
Assistance
Displays the Assistance button.
Coach
Displays the Coach button.
Disconnect
Displays the Disconnect button.
Hold
Displays the Hold button.
Join
Displays the Join button.
Listen
Displays the Listen button.
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buttons in the CIC
clients.
My Interaction
Rights
364
Mute
Displays the Mute button.
Park
Displays the Park button.
Pause
Displays the Pause button.
Pickup
Displays the Pickup button.
Private
Displays the Private button.
Record
Displays the Record button.
Secure Input
Displays the Secure Input button.
Secure Recording Pause
Displays the Secure Record button.
Transfer
Displays the Transfer button.
Voicemail
Displays the Voicemail button.
Coach Interactions
Allows users to coach interactions by adding
themselves to other agents' interactions.
Disconnect Interactions
Allows users to disconnect interactions using the
CIC clients instead of hanging up the telephone.
Initiate Secure Input Interactions
Allows users to initiate Secure Input to collect
confidential information from a customer.
Join Interactions
Allows users to join interactions, thus creating a
conference call.
Listen in on Interactions
Allows users to listen to calls. Both sides of a call
can be heard.
Mute Interactions
Allows users to disable the microphone on the
telephone so that the other party or parties cannot
hear what is being said during a call. It also
enables users to reactivate the microphone.
Park Interactions
Allows users to park calls on orbit. Note: Can only
park calls appearing in My Interactions.
Pause Interactions
Allows users to use the Pause button to control a
recording session. The button can be clicked to
pause the recording session. It can be clicked
again to resume the recording session.
Pickup Interactions
Allows users to pick up interactions.
Private Interactions
Allows users to prevent other CIC client users from
recording or listening to their conversation.
Put Interactions on Hold
Allows users to place selected interactions on hold.
Record Interactions
Allows users to record interactions. The recordings
are stored in files.
Request Assistance from Supervisors
Allows users to request assistance from
supervisors.
Secure Recording Pause Interactions
Allows users to Secure Pause a Recording to avoid
recording sensitive information, such as Social
Interaction Administrator
Security numbers or credit card numbers, when
recording interactions.
Remote Access
Rights
Transfer Interactions
Allows users to transfer interactions.
Transfer Interactions to Voicemail
Allows users to transfer calls to voicemail.
Email Access via TUI
Allow users to participate in e-mail interactions
through the Telephone User Interface (TUI).
Fax Access via TUI
Allows users to participate in fax interactions
through the Telephone User Interface (TUI).
Mobile Office User
Allows users access to the Mobile Office feature.
Outlook TUI User (Requires Mobile
Office User)
Allows users access to Microsoft Outlook through
the Telephone User Interface (TUI).
Voicemail Access via TUI
Allows users to participate in voicemail
interactions through the Telephone User Interface
(TUI).
Alert Programming
This right controls whether or not users can add,
edit and remove alerts. When this right is
assigned, context menus over statistic-based
values in Supervisor provide the ability to add, edit
and remove alerts. Without this right, users can
only view alerts.
Directory Administrator
Allows users to edit public directories that were
created by other users.
Follow Me
Allows users to call-forward multiple numbers,
long distance numbers, and international numbers.
Intercom Chat
Allows users to have intercom chats between other
users on the same IC server.
IP Phone Provisioning Administrator
Allows users to provision IP phones in the
Managed IP Phones container.
Remote Control
Allows users to remotely run applications and
utilities that are Notifier clients, for example, IC
System Manager and Switchover Control Panel.
Require Forced Authorization Code
Requires users logged into station phones to enter
a code that authorizes toll number calls.
TIFF Faxes
Allows users to use TIFF (Tag Image File Format)
for faxes.
Trace Configuration
Allows users to configure tracing using IC System
Manager or IC Trace utility.
Video
Reserved for future use.
View Interaction Details
Allows users to use Interaction Details view in the
Interaction Tracker category. This view allows
Interaction Supervisor users to search for
interactions and examine the details.
User Rights
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3.
Click Close to return to the Security page
4.
Click Apply to save changes to the configuration.
Example
If a user needs security rights to join interactions creating conference calls, do the following:
1.
Select "User" from the Category drop-down list.
2.
Under the "Interaction Command" security rights, select the check box in the Has Right column for Join to
display/enable the Join button in Interaction Client .NET Edition, Interaction Desktop, and Interaction Client
Web Edition.
3.
Under "My Interactions" security rights, select the check box in the Has Right column for Join Interactions.
4.
Click Close.
To assign the same rights to the default user, role, or workgroup, follow the same procedure.
Related topics
Administrator Access
Access Control
Overview of security
Configuration property inheritance
Director
Feedback
Director: Workgroup Configuration
Use this page to manage settings that apply exclusively to Interaction Director post-call routing.
Note: The Director tab and the associated overflow, skills, and error handling options in Workgroup Configuration
appear only if Interaction Director is installed and a valid license exists.
The following topics explain Interaction Director options for configuration, skill, overflow, and error handling options
in detail.
Related Topics
•
Configuration
•
Overflow Options
•
Skill Options
•
Error Handling Options
Feedback
Director: Configuration Options
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Interaction Administrator
Use this page to set Director configuration options.
Note: The Director tab and the associated overflow, skills, and error handling options in Workgroup Configuration
appear only if Interaction Director is installed and a valid license exists.
Configuration
When the Configuration button is clicked, the following settings related to Enterprise Groups and interactions
appear:
Enable Director Processing on this workgroup
This per-workgroup check box enables Director processing for that workgroup. When this box is checked, all calls
entering that workgroup will be processed via Director, instead of local ACD.
Enterprise Group
Use this text edit control to specify the Enterprise Group for the workgroup to query. The workgroup does not have to
be a member of the Enterprise Group on the Director server.
Enterprise Group browse button
Opens the Browse Enterprise Group dialog box, so that you can select from a list, instead of typing a name manually.
Priority
Per workgroup, specifies an interaction priority which all interactions in this queue will initially inherit. Values can
range from 1 to 100. The default priority is 50; higher numbers indicate higher priority.
In Queue Timeout
Specifies the number of seconds that Director will wait for an Agent to pick up the call before performing in-queue
timeout actions (running a handler). Director notifies CIC when this time limit passes. CIC can take any action (via a
customized handler) such as playing a prompt, transferring the call, and so on.
Related topics
Interaction Director: Workgroup Configuration
Overflow Options
Skill Options
Error Handling Options
Feedback
Overflow Options
Use this page to set the overflow options for Interaction Director.
Note: The Director tab and the associated overflow, skills, and error handling options in Workgroup Configuration
appear only if Interaction Director is installed and a valid license exists.
Overflow
When the Overflow button is clicked, a summary of workgroup overflow options appears, listing conditions that will
be evaluated when an interaction enters the system via this Queue. These post-call routing rules (conditions) are
evaluated in top-down order. A transfer is invoked for the first condition that fails. Overflow rules can be edited or
reordered (prioritized) from the summary page.
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Note: Overflow conditions specify when an interaction should not be queued, for example, when too many
interactions are waiting, when wait time is too high, when an interaction can be serviced immediately, and when
there is no viable destination within an enterprise group.
These conditions within the Director system result in some action other than queuing the interaction. The conditions
on this tab are evaluated for a newly arrived interaction before it is accepted (i.e. enqueued) by Director. There are five
separate conditions: Calls Waiting, Average Wait Time, Longest Wait Time, Immediate Assignment, and No Viable
Destination. The first three conditions can be evaluated at any rollup level (Queue, Enterprise Group, Server, System)
yielding a great deal of flexibility. For each condition a transfer target can be specified. It indicates where the
interaction should go when that condition is triggered. The conditions can be ordered.
Condition
This column lists conditions that will be evaluated when an interaction enters the system via this Queue.
Summary
Displays a logical summary of the configured condition, or "Not Used" if the condition is not enabled.
Edit
This button opens the condition for editing using a dialog box specific to the type of condition:
Overview on Number of Calls Waiting
This dialog sets an overflow condition based on number of calls waiting. When this condition is enabled, you can
transfer the call to a specific queue or extension when the number of calls waiting in the Queue, Enterprise Group,
Server, or system exceeds a configurable limit.
Overview on Average Wait Time
This dialog sets an overflow condition based on average wait time. When this condition is enabled, you can transfer
the call to a specific queue or extension when the average wait time for the Queue, Enterprise Group, Server, or
system exceeds a configurable number of seconds.
Overview on Longest Wait Time
This dialog sets an overflow condition based on longest wait time. When this condition is enabled, you can transfer
the call to a specific queue or extension when the longest wait time for the Queue, Enterprise Group, Server, or
system exceeds a configurable number of seconds.
Overview on no Immediate Assignment Possible
This dialog sets overflow processing that occurs if Director cannot assign the call immediately to a monitored
server. When this condition is enabled, you can transfer the call to a specific queue or extension.
Overview on no Viable Destination
This dialog sets overflow processing that occurs if there are no viable destinations within an Enterprise Group. "No
Viable Destinations" is different from "No Immediate Assignment Possible" in that the latter implies that while there
are candidate destinations, all agents might be busy or do not meet the criteria, while the former says there are no
candidate destinations at all. This could happen for a variety of reasons, but an example would be that perhaps the
Enterprise Group has no members configured, or more likely, all of the member queues are down due to connection
loss. In this case, you would not want to make the interaction wait whereas if it is simply a matter of no agents being
available you would. When this condition is enabled, you can transfer the call to a specific queue or extension.
Up/Down
Changes the evaluation order of conditions. Topmost conditions are evaluated first.
Related topics
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Interaction Administrator
Configuration
Skill Options
Error Handling Options
Feedback
Skill Options
Use this page to set Director workgroup skills.
Note: The Director tab and the associated overflow, skills, and error handling options in Workgroup Configuration
appear only if Interaction Director is installed and a valid license exists.
Skills
When the Skills button is clicked, the tab summarizes workgroup skills associated with the Enterprise Group. Skills are
evaluated to influence the routing of calls to queues in an Enterprise Group. All interactions that enter the system via
this workgroup will initially require the listed skills. The following columns are displayed:
Skill Name
The name of a skill assigned at the workgroup or queue level. Director scores required Skills against the skills of
logged in Agents when it determines an interaction's target destination.
Proficiency
This column lists for each skill, proficiency values from minimum to maximum, whether or not the bias is positive or
negative, and the value of Importance, a weight assigned to this particular skill proficiency.
Desire to Use
This column lists desire to use values from minimum to maximum, whether or not the bias is positive or negative, and
the value of Importance, a weight assigned to this particular desire.
Add
Click Add to open the Enterprise Group Skill Specification dialog box, so that you can define the attributes of a new
required skill.
Edit
Click Edit to open the selected skill for editing using the Enterprise Group Skill Specification dialog box.
Delete
Click Delete to remove the selected skill. You are not asked to confirm this operation.
Related topics
Configuration
Overflow Options
Error Handling Options
Feedback
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Error Handling Options
Use this page to set Director error handling options.
Note: The Director tab and the associated overflow, skills, and error handling options in Workgroup Configuration
appear only if Interaction Director is installed and a valid license exists.
Errors
When the Errors button is selected, the tab displays options that set flow of control when connectivity between
Director and an IC server is lost while calls are waiting. When the IC server detects that Director is not reachable, it
acts in accordance with the options specified here. The possible actions are wait forever, wait a while and then
transfer the call somewhere, or wait a while and let local ACD handle it in place. The following options appear:
Enable Error Handling
This option enables configuration of error processing.
Leave in queue, letting local ACD handle the interaction
This option tells the IC server not to pass the call to Director or post-call routing. The call will remain in the queue
until it is dispatched by local ACD. In short, CIC will transfer the interaction to local ACD in the event of an error.
Transfer to the following target
This option sends the call to the specified workgroup, user name, extension, or external telephone number, or any
other transfer type supported by the Extended Blind Transfer (XBT) tool.
Target is passed to a handler. If a Workgroup or User name was specified, the handler passes it to the Extended Blind
Transfer tool. If the specified target was not a workgroup, the handler checks to see if it is a user name. If the target
was not a workgroup or user name, the entry is passed through dial plan to XBT. If the transfer succeeds, no
additional processing occurs. If the transfer fails, the call is transferred to the System queue, where the caller will hear
Main Menu prompts again.
Wait time before taking any action
The number of seconds to wait before performing the error recovery action, or 0 to disable delay. In releases before
Director 2.3.1, Director would immediately take whatever recovery action was specified when an error occurred. The
delay itself was not configurable. In Director 2.3.1 and later, you can configure a time threshold. If the situation
rectifies itself within the time allotted, routing resumes where it left off. This can result in less churn in the waiting
interaction if a short network glitch occurs.
Related topics
Configuration
Overflow Options
Skill Options
Password Policies
Feedback
Password Policies
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Interaction Administrator
Security policies can be configured for use with CIC passwords and apply these policies per role or user. These policy
configurations are very similar to password security policies of Windows. You can define password policies, control
password types, and set password change rules, and so on.
You can disguise passwords by setting a parameter. In this case, asterisks (*) appear instead of the actual password.
You can set the following password attributes:
•
Minimum Number of Unique Passwords Before One Can be Reused
•
Minimum Age of Password Before User Can Change It (days)
•
Maximum password age (days)
•
Password Age Warning Period (days before password expires)
•
Minimum password length
•
Minimum number of unique DTMF digits
•
Allow or not allow sequential digits
•
Maximum number of failed logins
•
Lockout duration (minutes)
•
Failed Login Count Reser Time (minutes)
•
User Must Change Password At Next Login
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are
tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Related topics
Configure a user
Feedback
Password Policy Configuration
Use the Policies Configuration page to define new policies. To configure the password policies options, double-click
Configuration on the right-hand side of the screen. The Password Policies Configuration page appears with the
following options:
Combining Policies
Because several password policies can be assigned to a user, through direct assignment or because he or she is
assigned to a role which has a policy assigned to it, multiple policies get combined. You must then decide how you
want the different policies to be interpreted. This is done through a check box which allows you to choose the most
restrictive or least restrictive policy when checking new passwords and when the user has more than one policy. For
example:
•
Policy A: Password Maximum Age = 10, Minimum Length = 4, Assigned to User A
•
Policy B: Password Maximum Age = 20, Minimum Length = 6, Assigned to Role B
•
User A is assigned to Role B
Both Policy A and Policy B apply to User A. The values will be combined based on the choice on the Combining
Policies page.
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If Most Restrictive is chosen, when a new password is checked for User A, the Maximum Age will be 10 days and
the Minimum Length will be 6. If Least Restrictive is chosen, Maximum Age will be 20 and Minimum Length will
be 4.
The example was for just two policies, but any number of policies might apply to a user, and they would all be
combined in this way.
1.
Click the appropriate check box for the restriction level you want when combining policies for a given user:
•
Most restrictive
•
Least restrictive
2.
Click Apply.
History
This page provides a way to manually document configuration changes and when they occurred. Changes made in
Interaction Administrator are also automatically logged in the Interaction Administrator Change Notification Log (Log
ID 7). Later, authorized users can run reports against this log to summarize all configuration changes.
Last Modified
This date is automatically updated each time the user clicks the OK button, presumably after making changes to the
configuration. To avoid updating this date, exit the page by clicking the Cancel button.
Date Created
This date is automatically set when the user creates the initial configuration for this page. If the configuration was
initially created by the IC Setup program, the date could be blank.
Notes
Type notes about configuration settings and changes. If you change the configuration page and click OK, the Last
Modified date is updated.
You must manually enter the date beside each entry in the Notes field to identify the date of each note. To create a
new line in the Notes field, press Ctrl+Enter.
Feedback
Policy Name
Type a unique policy name that will represent a set of attributes and permissions that you want to assign to specified
users or a role.
Feedback
Creating Policies
Use this page to create new password policies. Complete the following steps to create new policies or configure the
default policy:
1.
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From Interaction Administrator, select Policies.
Interaction Administrator
2.
Double-click the Default Policy or right-click on the right-hand side of the screen or choose New to create
a new password policy.
3.
Configure the options for the password policy on the following tabs:
Password Policy
1.
Enter a description for the password policy in the Description field.
2.
Click the check box next to User must change password next login if you want the system to prompt the
user to change his or her password during the next login.
3.
Click Apply.
Password
The password tab includes the following options:
•
Minimum Number of Unique Passwords Before One Can Be Reused:
Determines the minimum number of unique passwords a user must reach before reusing a password. The
default setting is 24.
•
Minimum Age of Password Before User Can Change It (days):
Determines the period of time (in days) that a password must be used before the user can change it. You
can set a value between 1 and 999 days, or you can allow changes immediately by setting the number of
days to 0. The default setting is 2.
If the Maximum Password Age (days) is more than 0, the Minimum Password Age must be less than or
equal to the Maximum Password Age.
Configure the minimum password age to be more than 0 if you want the Password History policy to be
effective. Without a Minimum Password Age, users can cycle through passwords repeatedly until they get
to an old favorite. Note that if the Password History is set to 0, the user does not have to choose a new
password. For this reason, Password History is set to 1 by default.
•
Maximum Password Age (days):
Determines the period of time that a password can be used before the system requires the user to change
it. You can set passwords to expire after a number of days between 1 and 999, or you can specify that
passwords never expire by setting the number of days to 0. The default is 180.
•
Password Age Warning Period (days before password expires):
Determines the period of time that reminders will be generated about soon-to-expire passwords. These
reminders will be provided in both the CIC clients and through the TUI. This value is ignored if the Maximum
Password Age is zero. If this value is greater than or equal to the Maximum Password Age, nagging will
occur frequently. You can set this value to zero to suppress warnings. The default is set to 14.
•
Minimum Password Length:
Determines the least number of characters that a password may contain. You can set a value of between 1
and 24 characters, or you can set the number of characters to 0 to specify that no password is set for the
user, effectively disabling the user account. The default value is 8.
Note: The Minimum number of unique DTMF digits must be less than the Minimum password length. If
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the value of the Minimum number of unique DTMF digits is greater than the value of the Minimum
password length, you will receive a warning message.
•
Minimum Number of Unique DTMF Digits:
Determines the minimum number of unique DTMF digits required to be in the password. You can set a
value between 1 and 12 digits. The default is 4. While CIC passwords can be composed of digits,
punctuation and upper and lower case letters, they are mapped to the 12 standard DTMF digits (0-9, * and
#) when entered through the telephone keypad.
Note: The Minimum number of unique DTMF digits must be less than the Minimum password length. If
the value of the Minimum number of unique DTMF digits is greater than the value of the Minimum
password length, you will receive a warning message.
•
Allow All Sequential Digits
This check box allows you to allow or disallow sequential digits in users’ passwords. If unchecked, passwords
which consist of a sequence (ascending or descending) of consecutive DTMF digits, will not be allowed. This
prohibits passwords like “1234” or “9876”, but will allow passwords like “1245”. While CIC passwords can be
composed of digits, punctuation and upper and lower case letters, they are also mapped to the twelve
standard DTMF digits (0-9, * and #) when entered through a telephone keypad. This mapped string is used
when enforcing the All Sequential Digits Allowed policy. The default is set to No, or unchecked.
Account Lockout
The Account Lockout tab includes the following options:
•
Maximum Number of Failed Login Attempts Before Account is Locked Out:
Determines the maximum number of failed login attempts that will be permitted. If this limit is exceeded, an
“Account Locked Out” error will be reported until the failed login attempt counter gets reset by an
administrator or until the Account Lockout Duration has expired. The default setting is 5.
•
Lockout Duration (minutes):
Determines the number of minutes a locked-out account remains locked out before automatically becoming
unlocked. The available range is 1 to 99,999 minutes. You can specify that the account will be locked out
until an administrator explicitly unlocks it by setting the value to 0. If a Maximum Number of Failed Login
Attempts is defined, the Account Lockout Duration must be greater than or equal to the Account
Lockout Reset Time. The default setting is 30.
•
Failed Login Count Reset Time (minutes):
Failed Login Count Reset Time defines the minutes since the last failed attempt, that the count gets reset to
the Lockout Duration. If the Lockout Duration is not 0, then after whatever time the duration is set to has
elapsed since the account was locked out, the account gets "unlocked" and the valid password will work. The
default setting is 30.
There are a certain number of failed attempts before the account is locked out as defined by Maximum
number of failed login attempts before account is locked out. Once you have made that many attempts
with incorrect passwords, the account is locked out, and no password will work.
Assuming the account has not been locked out, i.e., the user has not made more than the Maximum
Number of Failed Login Attempts, once the Failed Login Count Reset Time has elapsed since the last
attempt with an incorrect password, the count gets reset to 0.
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Example: If Failed Login Count Reset Time is 1440 minutes (24 hours) and the Maximum Number of
Failed Login Attempts is 3, the user can try to login with a incorrect password three times before the
account is locked out. If he tries three times, then waits 24 hours (the Failed Login Count Reset Time), the
count goes down to 0 and he gets three more attempts with incorrect passwords before the account gets
locked out. The Failed Login Count Reset Time is counted from the last login attempt with a incorrect
password. If the Failed Login Count Reset Time is 0, the count never gets reset automatically. In this
example, even if the user waits a day or a week, the fourth time the he tries to login with a incorrect
password, the account gets locked out.
Using this same example, if the Account Lockout Duration is 1440 minutes (24 hours), once the user tries
to login with a incorrect password more than three times, the account gets locked out and he cannot login
even with the correct password. After 24 hours from the last login with an incorrect password that triggered
the lockout, the account gets unlocked and the user can login with the correct password. He now has 3
chances with incorrect passwords until the account gets locked again. If Account Lockout Duration is 0,
the account remains locked until an administrator unlocks it from the User container in Interaction
Administrator, by right-clicking on the user and choosing Reset Failed Login Count. In this case the count
is set to 0 as if the time had elapsed. The administrator may reset this count anytime.
Users/Roles
From the Users/Roles tab you can apply policies to users and/or roles. From this page, you can add and delete users,
as well as add and delete roles.
History
This page provides a way to manually document configuration changes and when they occurred. Changes made in
Interaction Administrator are also automatically logged in the Interaction Administrator Change Notification Log (Log
ID 7). Later, authorized users can run reports against this log to summarize all configuration changes.
Last Modified
This date is automatically updated each time the user clicks the OK button, presumably after making changes to the
configuration property sheet. To avoid updating this date, exit the page by clicking the Cancel button.
Note: If you click Cancel, none of the changes made to this configuration will be preserved.
Date Created
This date is automatically set when the user creates the initial configuration for this policy. If the policy was initially
created by IC Setup Assistant, the date could be blank.
Notes: Type notes about configuration settings and changes. If you change the configuration settimgs and click OK,
the Last Modified date is updated.
You must manually enter the date beside each entry in the Notes field to identify the date of each note.
To create a new line in the Notes field, press Ctrl+Enter.
Schedules
Feedback
About schedules
The Schedules container lets you set dates and times to activate telephone-based menus. Telephone-based menus (or
simply menus) are the set of choices that callers select by pressing buttons on a telephone keypad. In CIC, menus that
are configured to run on certain days and at certain times are known as scheduled menus.
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For example, you can schedule a menu to run on a holiday, every Tuesday, after hours, or during lunch. However
before you schedule a menu, you must create the menu using the Scheduled Menus feature of Interaction Attendant.
For more information, see the Help for Interaction Attendant.
The Schedules container is located under the Peoples container.
you modify and delete schedules in the right pane of the container.
Note: You cannot delete a schedule that is used Interaction Attendant.
Related topics
Schedule configuration
One time
Link a menu to a schedule
Set dates and times for menus
Feedback
Schedule Configuration
Use this page to set dates and times to activate telephone-based menus. Telephone-based menus (or simply menus)
are the set of choices callers select by pressing buttons on a telephone keypad. In CIC, menus that are configured to
run on certain days and at certain times are known as scheduled menus.
You might schedule a menu to run on a holiday, every Tuesday, after hours, or during lunch. However before you
schedule a menu, you must have created the menu using the Scheduled Menus feature of Interaction Attendant. For
more information on Scheduled Menus, see the Interaction Attendant help.
Description
Type information that identifies the menu or type of scheduled event. The description displays in the Interaction
Administrator list view window when the Schedule container is selected.
Keywords
Type a unique name that categorizes the schedule. For example, if the schedule is one of many schedules for the
Support department, you might want to specify "support" as the keyword. Then, all schedules with the keyword
"support" are associated. The Get Schedules tool uses these keywords for retrieving a list of schedule-specific menus.
For more information on the Get Schedules tool, see the Interaction Designer help.
Use a comma to separate more than one keyword.
Schedule is Active
Select this check box to activate the schedule. When the schedule is active, it is available as a candidate for evaluation
by the system. Clear the check box to deactivate the schedule.
Periodicity
Click one of the following tabs to apply the type of schedule (or periodicity). The periodicity tab that is displayed
when opening or closing the schedule configuration page, is the type of schedule that is active for the schedule entry.
You can also see the type of schedule each entry is by looking at the Periodicity column:
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•
One Time
Sets a menu to run for the specified time period, which plays the menu as often as needed.
Note: The One Time schedule should not be confused with the Unplanned schedule type in available in
Interaction Attendant. An unplanned schedule allows you to specify an indefinite end time, staying active
until it is turned off. See Unplanned Schedules in the Interaction Attendant help for more information.
•
Daily
Sets a menu to run every day at a specific time for a specified length of time
•
Weekly
Sets a menu to run every week on certain days or every week in a sequence of days
•
Monthly
Sets a menu to run on relative and specific days of the month
•
Yearly
Sets a menu to run on specific and relative days during the year
The type of schedule determines the order in which CIC selects the schedule to play. The order of priority is as follows:
•
Unplanned: Highest priority (See the note above under One Time.)
•
One Time
•
Yearly
•
Monthly
•
Weekly
•
Daily: Lowest priority
If there is more than one schedule that matches in priority, then the start and end times are compared. The schedule
containing the closest comparable times is the higher priority.
Related Topics
Schedules
Linking a menu to a schedule
One Time
Feedback
To set dates and times for menus
You can schedule a menu to play at any time, day, week, month, or year. However, before you set the time and date
that activates the menu, you must have created the menu using the Schedule feature of Interaction Attendant.
After you have created the menu in Interaction Attendant, follow these steps:
1.
In Interaction Administrator, under People, select Schedules., and right-click and select New. Or click the
Insert key.
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2.
Type a name for the schedule, and then click OK.
The Schedule Configuration window appears.
3.
In the Description box, type information that best describes the scheduled event. The description appears in
the Interaction Administrator list view window when the Schedule container is selected.
4.
In the Keywords box, type a unique name that will be used to categorize the schedule. If you have more
than one keyword, use commas to separate them. The Get Schedules tool uses the keyword to retrieve a list
of schedule-specific menus. For information on the Get Schedules tool, see the Interaction Designer online
Help.
5.
Select the button that describes the frequency of event you want to schedule – One Time, Daily, Weekly,
Monthly, and Yearly.
6.
Fill in the appropriate fields, and then click OK.
The schedule is added to the Interaction Administrator list view window. From this window, you can modify
or delete the schedule.
Related topics
Schedules
Schedule Configuration
One Time
Linking a menu to a schedule
Feedback
To link a menu to a schedule
Once a menu is created using Interaction Attendant, and a schedule configured using the Schedules container in
Interaction Administrator, you will need to establish a link between the menu and the schedule. Follow these steps:
1.
Start Interaction Attendant.
From the Start menu, point to Programs , and then Interactive Intelligence. Click Interaction Attendant.
The Interaction Attendant window appears.
2.
On the File menu, click Connect to Server.
The Logon to Server dialog appears.
3.
Type the name of the server, your user ID, and password.
4.
Click OK.
5.
In the tree structure, select the name of an existing profile or schedule form.
6.
On the Insert menu, click New Schedule.
7.
Click the System tab.
8.
In the System Schedule list, use the down arrow to find the schedule you want to link to.
9.
Click Show Schedule to view the schedule in read-only mode.
Feedback
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One Time
You can set a menu to run for the specified time period (required), which plays the menu as often as needed.
Note: The One Time schedule should not be confused with the Unplanned schedule type in available in Interaction
Attendant. An unplanned schedule allows you to specify an indefinite end time, staying active until it is turned off.
See Unplanned Schedules in the Interaction Attendant help for more information.
Occurs
Sets the menu to run one time during a 24-hour period as follows:
•
One time, but not all day.
Use the Start boxes to select the date and time you want the menu to become active. Use the End boxes to
select the same date but make sure the ending time is within 24 hours of the start time.
•
One time, all day.
Use the Start boxes to select the date and time you want the menu to become active, and then select the All
Day option.
Secure Input Forms
Feedback
Overview of secure input forms
You can define secure input forms to allow your customers to enter confidential customer information without
divulging that information to agents. During a call, if an agent needs to capture confidential information, the agent
can start a secure session. The customer can then use the IVR system to enter confidential information. After the
customer has completed the IVR and entered all of the necessary confidential information, the agent can re-engage
with the customer to conclude the call.
You manage secure input forms in the Secure Input Forms sub-container, which is found under the People
container.
Before you can use any other secure input features, you must enable the Secure Input feature. You must also do the
following things:
•
Assign a secure input form to a workgroup.
•
Assign the Secure Input and Initiate Secure Input Interactions security rights to users.
For more information on how to enable the Secure Input feature, see Enable secure input. For more information about
the Secure Input feature, see the Secure Input Technical Reference document in the Technical Reference Documents
section in the CIC Documentation Library.
Related topics
Add a secure input form
Enable secure input
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Feedback
Configure general information
Use this tab to configure general information about secure input forms.
Note: You must enable the secure input forms feature before any secure input forms are available for agents to use.
Secure input is available in Interaction Desktop. For more information, see Enable secure input.
To configure general information
1.
In the Dialog title box, type a title for the secure input form. Agents will see this text in the title bar of the
dialog box that contains the secure input form.
2.
In the Description box, type a description for the secure input dialog box. The CIC clients display the
description when an agent selects the secure input form.
3.
From the IVR Handler list, select a handler to start the secure session. The list includes only published
handlers that begin with the Secure Input initiator.
4.
To add a form field, next to the Input fields list, click Add. For more information, see Add form field.
5.
To edit a form field, select it in the Input fields list and then click Edit.
6.
To remove a form field, select it in the Input fields list and then click Remove.
7.
To change the position of a form field, select it in the Input fields list and then use the Move up and Move
down buttons as necessary.
Related topics
Enable secure input
Define a form field
Overview of secure input forms
Client Buttons
Feedback
CIC Client Buttons
You can configure the buttons that appear in the CIC clients which open an application or invoke a custom handler.
Feedback
CIC Client Button Name
Type a descriptive label to use as a client button. This label is associated with the new button in the CIC clients.
Feedback
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CIC Client Button Configuration
Use this page to configure the behavior and appearance of a button in the CIC clients. You can configure a custom
button to be specific per interaction type, and optionally display it on the appropriate interaction dialog box(es). The
custom button can be shown on the queue toolbar and/or on any one of the interaction dialog boxes (email, chat,
call, etc...). Additionally, a button can be configured to apply to an "interaction type" which causes a queue-based
custom button to be enabled only when one of the correct interaction types is selected in the queue view.
Tip: Show me how to create a TUI Access button.
Active
Select this check box to enable this customer button in the CIC clients.
Description
Enter a description of this CIC client button. This description is used as a tool tip text when CIC client users mouseover the button.
Icon
You may select an icon to display on the button. Click Change Icon to open a file browser to search for a *.ico file.
Availability Section
Use the options in this section to define where the custom button is located and when it is enabled.
Enabled
Select when the button is enabled from the pull-down menu. "Interaction Selected" or "Active Interaction Selected"
options only affect the queue toolbar. This is because an interaction form represents only one interaction, which is
assumed to be the selected interaction, and forms cannot be shown for inactive interactions. An active interaction is
any interaction that is not in the disconnected state. The default option is "Always".
Location
Select where the button should appear from the pull-down menu. The options are Queue (queue toolbar), Interaction
Form, or Both.
Interaction Types
Select the check box for each interaction type that the button should be enabled. Select "All" if the button should be
enabled for every interaction (depending on the option chosen for the Enabled setting). If only certain interaction
types are selected, the button is available only on those interaction type forms (if the Location is set to "Interaction
Form" or "Both"), and it is enabled only when an interaction of the selected types is in the queue (depending on the
Enabled and Location settings).
Deactivate After Use
Select this check box is you wish the button to disable or be grayed out after the first-time use per session.
Action Section
Use the options in this section to define what action happens when the custom button is clicked.
Handler Notification
Select this option to send a notification to launch a custom handler. This option passes to the handler the interaction
ID of the selected interaction (if any), the ID of the user that pressed the button, and the station from where the
request was made. The handler should then perform whatever action is required as customized.
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Launch Application
If Launch Application is selected, the blind path to the executable application (*.exe) must be defined. Enter the path
relative to the local CIC Client workstation (e.g., C:\Program Files\Interactive Intelligence\application.exe), or enter a
UNC path (e.g., \\hydra\icapplications\application.exe).
Note: When launching an application, the following command line parameters are used:
•
Button ID
•
Interaction ID
•
Username
•
Station
Code Example:
Process customApp = new Process();
customApp.StartInfo.FileName = _CustomButton.LocalApplication;
// Use quotes in command string to allow for names with spaces
customApp.StartInfo.Arguments =
String.Format("\"/BUTTON={0}\" \"/OBJECT={1}\" \"/USER={2}\" \"/STATION={3}\"",
ShellEscape(_CustomButton.Id),
interactionId,
ShellEscape(userName),
ShellEscape(stationName));
User Notification
Select this check box to display a toast to the user indicating that the custom button was clicked.
Related Topics
Client Button Entry Name
Client Buttons
Client Configuration
Feedback
Client Configuration Introduction
You can define templates that specify the Interaction Client configuration and apply these templates to users. Client
configuration that you can set in a template includes how the agent is alerted, and what type of call behavior settings
are available to the user, and how the client pages are displayed for the user. After you define templates, you can
change the client configuration templates ranking order.
Note: Client configuration templates are managed by an administrator in Interaction Administrator, and are not the
same as client templates that can be managed by both an administrator and an Interaction Client user.
Configure who can modify values in a template
Each page in a client configuration template contains a Allow user to modify any of these values check box. If you
select this check box, both the users who are assigned the template and the master administrator can change the
settings on that page for the template.
Related Topics
Client Configuration Name
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Client Configuration Template
Access Control Groups
Feedback
Entry name
Type a descriptive name for the client configuration template.
Related topics
Add a client configuration template
Overview of client configuration templates
Client Configuration Template
Feedback
Client configuration template options
Click the links under Related topics for information about a specific set of configuration options.
Related topics
•
Alerting
•
Voicemail/Fax Paging
•
My Interaction Ring Sounds
•
Calls
•
Follow Me
•
Call Coverage
•
Personal Prompts
•
Emails
•
IP Phone
•
Monitored Appearances
•
Queues Pages
•
Directories Pages
•
General
•
Plugins
•
e-FAQ
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•
Interaction Tracker
•
History
Alerting
Feedback
Alerting
This dialog box displays the alerting configuration options in the General section and the Parked Call section.
General Alerting
Ring Telephone for Calls
Select this option to make the telephone ring when a call comes to a CIC client. If Ring Always setting for the station
is enabled, then the Ring Always setting overrides this setting. If the station is a remote station, then the Ring
Always setting overrides this setting.
Ring Computer
Selecting this option causes incoming interactions to ring through the computer's speakers. This feature does not
work if the computer does not have a sound card installed. Ring When On Phone - When selected, incoming
interactions ring on the computer when an agent is already on the phone.
Pop Client
If this option is selected, an incoming interaction causes the CIC client to appear on top of any other applications that
are running, but does become the active window. This feature avoids interrupting work in another application.
Pop for Work Items
If this option is selected and a work item (collection of routed forms) is received, the CIC client appears on top of any
other applications that are running, but does not become the active window. A work item appears in the 'My Work
Items' tab in the CIC client, along with descriptive information.
Auto Select Interactions After Disconnect
CIC allows multiple interactions in the My Interactions queue. However, actions (such as mute, record, and transfer)
can only be performed on the currently selected, or highlighted, interaction.
If there are multiple active interactions in the My Interactions queue, choosing this option causes the CIC client to
automatically search and select the most recent or next interaction that is not disconnected.
Otherwise, the CIC client automatically selects the interaction that was most recently connected.
By default, if there are no active interactions in the My Interactions queue, when an alerting interaction appears, it is
automatically selected.
Timeout for Incoming Calls (in seconds)
Typically, 6 seconds covers one ring and a pause, so 18 seconds should allow three full ring cycles. The default is 30
seconds. Negative numbers are not valid. The Timeout for ACD calls is controlled separately by the Workgroup
configuration.
Parked Call Alerting
These options include:
Display Desktop Alert for New Parked Calls
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Select this option to display a "pop up" window when calls are on hold (parked) while the agent is on a phone call.
This window is displayed on top of all other applications, and pops-up only on new calls parked on the agent's queue.
Play Audio Alert for New Parked Calls
Select this option to play an audio alert when calls are on hold (parked) while the agent is on a phone call, and select
one option below:
•
Once (default): Plays audio alert for parked calls one time only.
•
At regular intervals: Plays audio alerts for parked calls at specified intervals.
Minutes between alerts: Specify the minutes between alerts.
Allow User to Modify Any of These Values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Feedback
Voicemail/Fax Paging
Use this section to configure the following properties.
Alerting Method
Select the way the agent is alerted when a voicemail or fax arrives.
Do Not Send Me Alerts
Select this option when you don't want agents to receive alerts when a voicemail or fax is delivered to their Inbox or
phone.
Email Address
Select this option to send an alert notification to an email address when a voicemail or fax is delivered to an Inbox or
phone. Enter the full email address (for example: joe.user@inin.com).
Telephone Number
Select this option to send an alert notification to a designated telephone number when a voicemail or fax is delivered
to an Inbox or phone. Enter the telephone number using the area code for long distance calls.
Pager Number
Select this option to send a pager notification when a voicemail is delivered to an Inbox or phone. Enter the pager
number and ID if applicable. Enter the ID if applicable.
Alerting Reason
Define the criteria for alert notifications by using these options:
I receive a voice mail
Use this option to receive alerts when voicemail messages are delivered to an Inbox or phone.
•
Any voice mail: Receive alerts for all voicemails.
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•
Only urgent voice mails: Receive alerts for voicemails marked as urgent.
I receive a new fax
Use this option to receive alerts when faxes are delivered to an Inbox or phone.
Alerting Time
Use the following options to restrict when alerts are received.
Any time of day
Receive alerts any time of day.
Only between
Receive alerts only between these times:
•
Start: Specify the start time for receiving alerts.
•
End: Specify the end time for receiving alerts.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Add a client configuration template
Client configuration template options
Feedback
My Interaction Ring Sounds
Use this section to configure the following properties. Custom ring sounds are supported in Interaction Desktop.
Calls
Select the location of the .wav file to play when calls ring in the CIC clients.
Chats
Select the location of the .wav file to play when chats arrive in the CIC clients.
Emails
Select the location of the .wav file to play when emails arrive in the CIC clients.
All Other Interactions
Select the location of the .wav file to play when all other interactions arrive in the CIC clients.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
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Related topics
Add a client configuration template
Client configuration template options
Calls
Feedback
Calls
Use this section to configure the following properties for calls.
Timeout for external calls (in seconds)
Enter the number of seconds outgoing calls will ring before they are disconnected. This timeout setting will be
ignored unless Analyze Outgoing External Calls is selected, and the dialing is from the CIC clients. If outgoing call is
manually dialed (using handset), the outgoing call will ignore this setting and will continue ringing until answered. The
default value is 45 seconds.
Used advanced dialing options (account code, workgroup)
Select this option to display the Advanced Dialing Options dialog box when calls are made. This dialog box enables
assignment of an account code to the call and association of the call with a workgroup.
Analyze outgoing external calls
Select this option to allow the CIC clients to monitor outgoing external interactions. When this option is selected,
Telephony Services (TS) monitors whether the outgoing interaction connects to a person or an answering machine. An
interaction is listed in the Dialing state after dialing a number from the CIC client Number field or directly on the
phone handset. After the remote party picks up the interaction, the state changes to Connected. If an interaction does
not connect, then TS will try to diagnose why the attempt to connect failed and display the reason (for example, a
connect may fail if the other party fails to answer or if the line is busy).
Enable call waiting
Select this option to turn on the call waiting feature so agents are notified when another call is coming in while they
are on the phone.
Mute calls when transferring
Select this option to mute a transferred call so that the caller cannot hear what the agent is saying. (However, the
transfer recipient can hear the agent.) Once the call is transferred or the Transfer dialog box is closed, the call is no
longer muted.
Connect to Oldest Held Call When I Pick up the Phone (as long as there are no alerting calls)
Select this option for the CIC clients to automatically connect to interactions on hold. When the receiver is picked up
and there is one or more interactions on hold, the CIC clients will automatically connect to the call holding the longest
in the queue. This option is not available in Cisco TAPI environments.
Show alert dialog when the security of a call falls below the requested security level
Select this option to display an alert to the user if a once secure call is determined to no longer be secure.
Play DTMF sounds when using the dial pad with external stations
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When you are using an external station (e.g., a Polycom phone, Interaction SIP station, or a remote station), select this
option to play the DTMF tones through the user's PC speakers when pressing the corresponding digits on the CIC
clients dial pad. By default, this option is not enabled.
Operator Target Number
Enter the telephone number or extension to which to send callers that choose zero to exit out of voice mail.
Open new window for incoming calls
Select this check box to open a new window for incoming calls, otherwise any incoming call will be opened in the
existing window.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Add a client configuration template
Client configuration template options
Feedback
Follow Me
Use this section to configure the following properties for the Follow Me feature.
Note: You can also configure call forwarding for stations. For more information see Station call forwarding options.
Phone Number
Enter the telephone number for the CIC clients to call if the agent is not available.
Time Out
Enter the number of seconds for the CIC clients to ring a follow-me routing number before moving to the next
number in the list or transferring the call to voicemail. If no number is entered in this field, the CIC client defaults to
15 seconds.
Use Pin
Select this option to force call recipients to enter the CIC password to accept the call.
Screen calls
Select his option for the CIC clients to require callers to record their name. When a CIC client contacts the agent, the
callers name will be played before the agent accepts the call.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
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Related topics
Station call forwarding options
Add a client configuration template
Client configuration template options
Feedback
Call Coverage
Call coverage allows an agent to forward calls to voice mail, another number, or another agent when the agent
changes his or her status to a DND status. When CIC forwards a call to another agent, the original extension
information appears with the call so that the agent can see where the call was originally intended to go.
Note: You can also configure call forwarding for stations. For more information see Station call forwarding options.
Coverage Options
The Call Coverage section contains the following items:
Forward
Select this option to send all calls, internal calls, external calls, or unknown calls to a Call Coverage number.
If I'm "Do Not Disturb," Forward
Select this option to send all calls, internal calls, external calls, or unknown calls to a Call Coverage number, when
status is Do Not Disturb (DND), including not being logged into the CIC clients. This behavior depends on the
configuration of DND statuses.
If I'm on the Phone, Forward
Select this option to send all calls, internal calls, external calls, or unknown calls to a Call Coverage number, when an
agent is on the phone.
If I Don't Answer, Forward
Select this option to send all calls, internal calls, external calls, or unknown calls to a Call Coverage number, when an
agent does not answer.
Coverage Number
The Call Number section contains the following items:
Send My Calls To:
Enter the phone number that interactions are sent to when one of the Coverage Options above in the Coverage
Options section is selected. This number must be an internal number or a CIC extension.
If a Caller Leaves Voicemail, Send it to:
Click this drop-down menu to choose to send voice mail messages to the internal telephone number or CIC extension
set, or to voice mail. The internal number or extension must have a mailbox assigned. If no mailbox is assigned to this
number, then the system will not allow the changes.
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For example, when the My Mailbox option is selected, any message left by a caller is sent to that agent's voice mail. If
the other option (the number you entered in Send my calls to) is selected, then this gives ownership of the call (or
any voice mail) to that coverage number.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Station call forwarding options
Add a client configuration template
Client configuration template options
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Personal Prompts
Use this section to configure the following properties.
Activate out of office message
Check this option to activate the Out of Office message. Agents should record their Out of Office message before
they use this option for the first time.
Activate agent greeting
Select this check box to activate the Agent Greeting message. Agents should record their Agent Greeting Message
before they use this option for the first time.
Record Out of Office Message
Use this button to record a message played to callers when the agent's status is set to one of the unavailable statuses
(i.e. any status other than Available or Available, Forward or Available, No ACD). Also select the Activate out of
office message option.
Record No Answer Message
Use this button to record a message played to callers when agents do not answer their calls.
Record Follow Me Message
Use this button to record a message to play to callers if agent status is set to Available, Follow Me.
When status is set to Available, Follow Me, the Follow Me message plays to callers while the CIC client consecutively
calls the agent at a series of numbers that have been set up to find the agent and eventually connects the agent to
the caller.
Record Name
Use this button to record agent name. This recording is played anytime someone calls the agent .
Record Agent Greeting
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Use this button to record a message to play to callers before the agent answers an ACD call. This greeting, also known
as a "smile", is intended for use by call center agents who are members of a workgroup and are receiving ACD calls.
This feature is best used with the Auto Answer Calls (user/agent attribute set in Interaction Administrator). When
used with Auto Answer Calls enabled, your Agent Greeting plays to the caller as the agent is being alerted. The
length of the Agent Greeting is limited to 10 seconds, and therefore, is considered an introduction or "smile".
Note: Once recorded, the Agent Greeting will be played to all ACD callers alerting on the agent's queue. To disable
this greeting, click Disable.
Record Available, Forward message
Use this button to record a message to play to callers when agent status is set to "Available, Forward."
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Add a client configuration template
Client configuration template options
Feedback
IP Phone
Use this page to set the default behavior of the Do Not Disturb (DND) button on an IP phone in the CIC clients.
Note: This feature applies to users that are logged into a managed IP phone that supports DND button status
synchronization.
When I turn the DND button on, set my status to:
Select a status that is configured as a DND status from the pull-down menu that you want your status to appear as
when you enable the DND button on your IP phone. Do Not Disturb is the default DND status.
When I turn the DND button off, set my status to:
Select My Last Available Status (default) to display your status as the last status you had that is configured as an
available status, or choose The Following Status and select a status that is configured as an available status from the
drop-down menu.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Add a client configuration template
Client configuration template options
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Feedback
Emails
Use this section to configure email behavior options in the CIC clients.
Spelling
Select the Always check spelling before sending email option to automatically check ACD-routed email messages
after clicking send. Once the spell check is complete, the message is sent.
HTML Email
Select this option to automatically download and display any images included in ACD-routed email messages.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Add a client configuration template
Client configuration template options
Feedback
Monitored Appearances
The options in this page allow you to set up monitored appearances to observe the activity of several personnel at
the same time. This feature is particularly helpful if a person has a number of personnel for whom he or she manages
calls.
For example, receptionists or secretaries can use monitored appearances to continuously observe a manager’s queue,
control interactions, and perform tasks on his or her behalf, such as picking up or transferring calls and creating
conferences.
Add
Click this button to add a user to monitor, then set the following options for the appearance:
Settings
Use this section to set up alerting options for a monitored appearance.
Label
To change the way the name appears in the Monitored Appearances page, in the Label box, type a new name. To list
this monitored user on the My Interactions tab, select the Active check box.
To remove the user from the list, click to remove the checkmark from the Active check box.
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Ring telephone for calls
Select this option to make the phone ring when a monitored user receives a phone call at his or her extension.
Ring Computer
Select this option to receive an audible alert through the computer’s speakers when the monitored user receives a
telephone call at his or her extension.
Note: If the Ring when on phone option is selected, incoming calls for the monitored user ring on the computer
when he or she is already on the phone.
Pop Client
Select this option to make the CIC client .appear on top of any other applications that are running when the
monitored user receives an incoming interaction.
Display Desktop Alerts
Select this option to display a desktop alert (toast) when a monitored user receives a telephone call.
Call Ring Sound
Use this option to select the sound used by the computer when Ring Computer is selected and the monitored user
receives a phone call.
Tip: Click the button next to the Call Ring Sound box to test the sound.
Click Remove to remove a monitored appearance. To change the order of monitored appearances, select the name
of a monitored appearance and click Move Up or Move Down as needed.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Add a client configuration template
Client configuration template options
Feedback
Queues Pages
Use this page to configure which queue pages appear in the CIC client interface, including station and user queues.
Allow User to Modify Any of These Values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
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Interaction Administrator Printable Help
Add a client configuration template
Client configuration template options
Feedback
Directories Pages
Use this page to configure which directory and workgroup views appear in the CIC clients.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Add a client configuration template
Client configuration template options
Feedback
General
Use this page to show the actual status icon in the system tray, choose whether or not to open a dialog box each time
an interaction is dragged from the My Interactions queue to another call in the My Interactions queue, sort account
codes by account number, and pop Interaction Tracker for unresolved contacts.
Hide disconnected interactions
Select this check box to remove interactions from the My Interactions page immediately after you disconnect them.
Show actual status icon in system tray
Select this check box to replace the icon of the CIC client with an icon associated with agent status.
Confirm drag and drop operations
Select this check box to confirm drag and drop operations such as dragging and dropping calls on another call to
create a conference call.
Confirm single click dialing
Select this check box to display a confirmation dialog box anytime you initiate a call by single-clicking on a number in
your Call History, or Company directory. This gives you the opportunity to click Yes or No before the call is dialed.
Sort Account Codes by account number
Select this check box to sort account codes by account number within the CIC client.
Automatically play voice mail interactions
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Interaction Administrator
Select this check box to automatically play .wav files that are attached to an email message when that message is
opened.
Minimize to the notification area instead of the task bar
Select this check box to remove the icon for Interaction Desktop from the Windows taskbar when the user closes the
CIC Client workspace.
Note: This setting has no effect if the user has already pinned the Interaction Client application to the Windows
taskbar. If the application is pinned, the task bar icon remains when the user closes Interaction Client.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Add a client configuration template
Client configuration template options
Feedback
Plugins
Use this page to select the check box associated with the plugin that you want to be visible to the user.
Note: When you enable a plugin, some necessary files are downloaded from the IC server to the CIC clients.
Subsequently, plugin availability is determined by comparing information on the IC server with corresponding
information in the CIC clients. Therefore, if a user runs disconnected, or the server connection fails, or if the user
changes to another IC server, previously enabled plugins may not be available or only the plugins that were loaded
when the user last closed CIC client may be available.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Add a client configuration template
Client configuration template options
Feedback
e-FAQ
Use this page to configure how e-FAQ search results appear in this client configuration template.
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Search Results
Selecting All is the least restrictive search configuration where all results found based on the search terms will be
returned. Strict is the most restrictive search configuration where the search results will only contain the most closely
matched entries, similar to keyword matches. Note that relevant entries that contain misspelled words or less
common terms may not be included in the search results for Strict searches.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Related topics
Add a client configuration template
Client configuration template options
Feedback
Tracker
Use this page to configure Interaction Tracker related interactions and interaction history behavior in Interaction
Desktop.
Show Interactions from the Previous:
Use this option to set the previous timeframe for interactions to appear in the Interaction Client .NET Edition and the
Interaction Desktop Client. The default setting for this option is Week. The other options are Month and 3 Months.
The interactions tracked are associated with how Interaction Tracker is configured in Interaction Administrator.
Maximum Number of Interactions to Show
Use this option to set the maximum number of interactions to show based on the Show Interactions from the
Previous: setting above. The default maximum number of interactions to display is 10. The other options are 50 and
100.
Allow user to modify any of these values
Select this check box to allow users assigned to this template and the master administrator to change any of these
settings.
Note: The Related Interactions feature is available only for installations that have the Tracker feature license and
that use SQL Server for the Tracker database.
Related topics
Add a client configuration template
Client configuration template options
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Feedback
History
This page allows you to enter information about and changes made to this client configuration template.
Related topics
Add a client configuration template
Client configuration template options
Feedback
Rank client configuration templates and designate the default template
The first template in the list is selected when a user inherits multiple templates. When a user does not inherit a
template, then the default template is used.
To rank client configuration templates and designate the default template
1.
In the People container, click the Client Configuration subcontainer.
2.
In the list view, right-click Configuration and then click Properties.
3.
In the Templates list, select a template. Use the Move Up and Move Down buttons to position it in the list.
4.
To designate a template as the default template, click Set as Default.
5.
Click OK.
Related topics
Overview of client configuration templates
Add a client configuration template
Queue Columns
Feedback
Queue Columns
The Queue Columns container allows you to configure which fields can be displayed in the My Interactions page in
the CIC clients. The columns displayed can be set in Interaction Client by right-clicking the column header.
Some of the default columns are:
•
Queue
•
Name
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•
Interaction ID
•
Associated Process
•
Number
•
Duration
•
State
•
User
•
Station
•
Line
•
Recs
•
Lstns
•
Wrapup Code
•
Account Code
•
ACD Wait Reason
•
Details
•
Security
•
Subject
•
Time in Status
For each column, you can also select the interaction attribute and the corresponding attribute type. If you select an
interaction attribute that pertains to time, such as Eic_ConnectTime, you can either Timestamp or Duration as the
attribute type.
To define new columns
1.
Right-click and select New.
2.
Type a unique and meaningful name for the new column, typically a name that reflects the associated
attribute.
3.
Select an attribute from the drop-down list. For the column to populate the information, you must assign an
attribute. For information about specific attributes and their meanings, see Interaction Attributes Technical
Reference in the Technical Reference Help in the CIC Documentation Library on the IC server.
4.
Click OK.
5.
After you add a new column, assign the queue column viewing right to the user. The Queue Columns access
control rights in the People category determine which columns are available to the user. Once the user has
the appropriate right, the new column is available for display in the CIC clients.
Account Codes
Feedback
Applying account codes in the Dial Plan
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Interaction Administrator
For account codes to work correctly, you must apply the Account Code Verification feature to a dial plan object.
Follow these steps:
1.
From Interaction Administrator tree view, under System Configuration, select
Phone Numbers.
2.
From list view, double-click Configuration. The Phone Number Configuration window appears.
3.
Click the Regional Dial Plan tab.
4.
Click Dial Plan..., and select a dial plan entry and click Edit. Optionally click Add to add a new dial plan
entry.
5.
In the Regional Dial Plan - Edit Pattern page, select Account Code Verification, and then click OK.
Repeat steps 4 and 5 to apply account code verification to any other dial plan entry.
6.
Click OK.
After you apply Account Code Verification to a dial plan entry, you can track that call type by using a verified account
code that the user provides for the outbound call. For example, you might use this feature to track call types for
billing purposes.
Note: You should not apply Account Code Verification to the 911 and Intercom Dial Plan entries.
Response Management
Feedback
Response Management
Response Management is a library of pre-defined responses, such as messages, URLs, and files. The CIC administrator
creates and organizes pre-defined responses, and makes them available by granting access control rights to CIC client
users. The user can use a stored response during a chat session, in a reply to an ACD-routed email message, or when
responding to a callback request. These responses are available to users under administrator-defined folders in the
Response Management window in Interaction Desktop and Interaction Client Web Edition.
Response Organization
The organization of responses has three levels:
Library - A library (also called a server document) is the top-level collection of related response items. A library
contains individual response items (such as a standard greeting or statement of your typical business hours) which
can be organized into categories.
Category - A category is a folder in a response library. Categories are a way to organize individual response items in a
library. Categories are optional.
Item - An item is a single response. There are two types of response items:
•
Messages: Message items are stored text messages which can contain greetings, closings, and standard
responses to common questions. A text message can also contain a working URL hyperlink.
•
Files: File items are computer files that you can attach to an email message or send to external chat
participants.
How recipients receive responses
When an agent inserts a response file into an email, it appears as an attachment.
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When an agent inserts a response file into a chat, it appears as a file that the recipients can download.
To view response management items:
1.
Click the Response Management sub-container under the People container.
2.
Click the item you want to view in the master view to display the details of the selected schedule in the
details view.
Related Topics
Add a New Response Management Library
Add a Response Management Message
Add a Response Management File
Import a Response Management document
Feedback
Add a Response Management Library
You can add a response management library that contains response categories and items. The item settings are
configured in detail tabs. In the details view, you can click the section expanders to display or hide the sections'
contents.
You must create a response management library before creating a category or an item.
To create a library:
1.
Right-click in the master view area and select New:
...Or click the New button in the master view toolbar:
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The New Item appears in the details view:
2.
Type the Name representing the library.
3.
Type a Description for the new library. This information appears in Interaction Client.
4.
Save the library.
To add a category to a library:
1.
In the master details view in a library, click the add a response category button.
2.
Type a Name representing the category. This information appears in Interaction Client.
3.
Save the category.
To add items to the library or category, see Add a response management message or Add a response management
file.
Related topics
Response Management
Feedback
Add a Response Management Message
Use a message item to save standard text responses that CIC client users often refer to when interacting with
customers. You can add a response management message item to a library or category.
The item settings are configured in detail tabs. In the details view, you can click the section expanders to display or
hide the sections' contents.
To create a message response item:
1.
In the Response Management library or category details view, click the
to add a response item.
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2.
In the Type section, select Message.
3.
In the composition area, do one of the following:
•
Import an existing HTML file by clicking the Import HTML toolbar button. In the HTML Editor dialog
box, locate an HTML file and click Open.
Tip: By default, the HTML Editor lists only files with an HTML extension. Use the file type drop-down
list to include files with an HTM extension. You can also import plain text files (TXT extension).
4.
5.
Optionally, do any of the following in the editor:
•
Format the text: Use any of the text formatting tools.
•
Add a hyperlink: Create a clickable link: Select some text in your message and click the Create
Hyperlink tool, then supply a ScreenTip and a URL address.
•
Add an image: Select a place in your message and click the Add Image tool. Use any of the drag
handles to resize the image.
•
Add a Response Macro: Response macros automatically insert a constant like today's date, an
interaction attribute such as the customer's name, or another response item into your response at the
time you use it. See the help for the CIC clients for more details.
In the Name text box, type a name for this stored message.
Note: Response Management provides a full-text search tool that uses the information in Name, Shortcut,
and Labels along with the response item's content to find a response.
Tip: Name identifies the response item, but does not have to be unique. If you do not provide a name, it
defaults to the first few characters of the message.
6.
In the Shortcut text box, type a short name, abbreviation or code for this response.
Tip: Use this Shortcut to insert a response item where needed by typing the shortcut and then pressing
Ctrl+Space. The shortcut does not have to be unique. For example, you could use the shortcut "Hi" for all the
variations of your standard greeting.
7.
In the Labels text box, type a space-separated list of words that identify or classify this response item.
8.
Click Save.
Note: To save a new item, all required information must be entered. Details tabs containing incomplete or
erroneous information, are shown with an error message:
Tip: You can edit or delete multiple files or messages by selecting consecutive items with the Shift key and click, or
multiple items with the Control key and click.
Related topics
Section expanders
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Response Management
Add a Response Management Library
Add a Response Management File
Feedback
Add a Response Management File
Use a file item as a pointer to a file on the network that you frequently share with customers. You can add a response
management file item to a library or category.
The item settings are configured in detail tabs. In the details view, you can click the section expanders to display or
hide the sections' contents.
To create a file response item:
1.
In the Response Management library or category details view, click the
2.
In the Type section, select File.
3.
Do one of the following:
4.
to add a response item.
•
Click Browse. In the Open dialog box, locate and select the appropriate file and then click Open.
•
Use Windows Explorer to locate and select the appropriate file and then drag and drop the file in
the Drop file here area.
In the Name text box, type a name for this file.
Note: Response Management provides a full-text search tool that uses the information in Name, Shortcut,
and Labels, and the response item's content to find a response.
Tip: Name identifies the response item, but does not have to be unique. If you do not provide a name, it
defaults to the first few characters of the file's directory path.
5.
In the Shortcut text box, type a short name, abbreviation or code for this response.
Tip: Use this Shortcut to insert a response item where needed by typing the shortcut and then pressing
Ctrl+Space. The shortcut does not have to be unique. For example, you could use the shortcut "TS" for all your
files containing troubleshooting tips.
6.
In the Labels text box, type a space-separated list of words that identify or classify this response item.
7.
Click Save.
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Note: To save a new item, all required information must be entered. Details tabs containing incomplete or
erroneous information, are shown with an error message:
Tip: You can edit or delete multiple files or messages by selecting consecutive items with the Shift key and click, or
multiple items with the Control key and click.
Related topics
Section expanders
Response Management
Add a Response Management Library
Add a Response Management Message
Feedback
Overview of client templates
To simplify the configuration of Interaction Desktop clients, CIC provides the Client Templates feature. An authorized
CIC client user creates client templates on the IC server. Then, an administrator assigns the client templates to roles,
workgroups, or users by publishing them in the Client Templates container.
Notes:
A user needs the Manage Client Templates security right to create or edit templates for other CIC client users. An
administrator needs the Client Templates administrator access right to use Interaction Administrator to assign
these templates to selected CIC client users.
The Client Templates feature is designed to enable the one-time application of a template to a bulk set of users,
roles, or workgroups. It is not designed to facilitate incremental, ongoing changes to selective users, roles, or
workgroups.
If you change a template, you must republish the template in order for the changes to take effect on the CIC clients.
Related topics
Publish a client template
Assign security rights
Access Control Groups
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Interaction Administrator
Access control groups
Access control groups (ACGs) provide a flexible way of defining administrative access rights. For example, an ACG can
allow an administrator access to manage and modify users and workgroups within a certain part of the organization,
without having access to other parts of the organization.
An ACG is similar to Active Directory structure, where the structure is a hierarchical arrangement of information about
objects. The ACG allows access rights to be assigned against the hierarchy to define which objects or items (see item
list below) a user can access. You can define multiple ACGs containing subsets of objects from the "root" ACG. A user
can have access to one ACG or multiple ACGs.
CIC includes a default ACG "Root," which is the parent of the hierarchy.
To create levels in the hierarchy, first create ACGs from the root. Then create a second level of ACGs from, and so on.
The maximum levels in a hierarchy is five (5). For example:
An ACG can have only a single parent, and an item can only be a member of a one ACG.
ACGs can contain the following items:
•
Account codes
•
Analyzer keyword sets
•
Client configuration templates
•
IP phones
•
IP phone proxy groups
•
IP phone ring sets
•
IP phone templates
•
IP tables
•
Locations
•
Password policies
•
Roles
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•
Schedules
•
Skills
•
Stations
•
Station groups
•
Station templates
•
Users
•
Workgroups
•
Wrap-up categories
•
Wrap-up codes
Related topics
Access group configuration
Access control groups: members
Access control groups: members field descriptions
Access control groups: advanced
Access control groups: advanced field descriptions
Feedback
Access group configuration
The Access Control Groups (ACGs) page displays the ACGs hierarchy in the master view. It displays details of the
currently selected ACG in the details view. In the master view, you can add, edit, and delete ACGs. You cannot delete
the default root.
To add a new ACG
1.
Right-click in the master view area and select Add Access Control Group:
...Or click the New button in the master view toolbar:
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The New Item appears in the details view:
2.
Complete the ACG configuration in the two details tabs. The links below open the topics containing
procedures for completing each details tabs configuration:
•
Members: You can view membership only. Items must be added to ACGs through the specific item
configuration.
•
Advanced: Complete the optional custom attributes and history information.
Note: To save a new ACG, all required information must be entered. Incomplete or invalid information is shown with
a message:
Related topics
Access control groups: members
Access control groups: members field descriptions
Access control groups: advanced
Access control groups: advanced field descriptions
Feedback
Access control groups: members
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The Members details tab contains the name of the ACG and the items that belong to the group. Click the name of
the details tab for field descriptions.
To complete the ACG's general information
1.
Click the Members details tab to display the details view.
2.
Type the ACG Name. The name must be unique.
3.
Save the new ACG.
If necessary, the new ACG or changes made to an existing ACG name can be reverted.
Note: The Name and Type area in the details view is empty.
Items must be added to the ACG through the specific item's configuration. The following image illustrates how an
item appears after it is added to the ACG.
Related topics
Access group configuration
Access control groups: members field descriptions
Access control groups: advanced
Access control groups: advanced field descriptions
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Feedback
Access control groups: members field descriptions
This topic contains the descriptions for each field in the Members details view under the View Access Control
Groups page.
Members
When an item (member) is added to an ACG, the users assigned to the ACG's, take on those rights. The details view
here shows the name of the item (Administration) and associated item type (Workgroup):
•
To search for a specific item in the list, type a digit or digits and select the filter type to apply:
•
To search by item type, click
•
All items belonging to an ACG are displayed in this view only list. Items cannot be added to or deleted from
this view. Items must be added or deleted from ACGs from the item configuration. For example, a user must
, and select the item type from the list:
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be added to an ACG through the Access Control Group field in user configuration:
Related topics
Access group configuration
Access control groups: members
Access control groups: advanced
Access control groups: advanced field descriptions
Feedback
Access control groups: advanced
The Advanced details tab contains the custom attributes and history of the ACG. Click the name of the details tab for
field descriptions.
To complete the ACG's advanced information
1.
Click the Advanced details tab.
The details view appears.
2.
Click the Custom Attributes section expander to display (or hide) the custom attributes section's contents,
and complete the following information:
•
To create a custom attribute, click
the new attribute.
and type an attribute name. You must also enter a value for
3.
Click the History section expander to display (or hide) the history section's contents, and complete the
following information:
4.
•
View the Created and Modified dates for this ACG.
•
Type or view information in the Notes field for the ACG.
Save the ACG.
Note: If necessary, the new ACG or changes made to an existing ACG can be reverted.
Related topics
Access group configuration
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Access control groups: members
Access control groups: members field descriptions
Access control groups: advanced field descriptions
Feedback
Access control groups: advanced field descriptions
This topic contains the descriptions for each field in the Advanced details view under the View Access Control
Groups master view.
Custom Attributes
Use customized attributes to reference other variables and settings through the IceLib interface. When adding a new
attribute, use a unique name, otherwise an existing attribute with the same name will be overwritten. Click Edit to
change the value of an existing custom attribute, or Delete to delete an existing custom attribute.
History
History provides a way to manually document configuration changes and when they occurred. Changes made in
Interaction Administrator are also automatically logged in the Interaction Administrator Change Notification Log (Log
ID 7). Later, authorized users can run reports against this log to summarize all configuration changes.
Created
This date is automatically set when the user creates the initial configuration for this ACG. If the ACG was initially
created during setup, the date could be blank.
Modified
This date is automatically updated each time the user clicks the OK button, presumably after making changes to the
ACG configuration. To avoid updating this date, exit the details view by clicking
Note: If you click
preserved.
.
, none of the changes made to this ACG since the changes were last saved are
Notes
Type notes about configuration settings and changes. If you change the configuration and click Save, the Last
Modified date is updated.
You must manually enter the date beside each entry in the Notes field to identify the date of each note.
Related topics
Access group configuration
Access control groups: members
Access control groups: members field descriptions
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Access control groups: advanced
System Configuration
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CIC System Configuration
CIC system resources control specific features and functionality provided in the Interaction Center for the entire
configuration, regardless of how many servers or users are installed. System-level configuration includes:
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Interaction Processor (IP) variables and startup handlers
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Phone number identification and pattern matches. All dial plan configuration and phone number
classifications are controlled in the Phone Numbers container.
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Report , Report Log , and Accumulator activity for gathering and producing call activity reports
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System-wide parameters that can be referenced by all CIC handlers on each server
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Status messages that can be defined on the server and set on each workstation running a CIC client.
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Action definitions
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Log Retrieval
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Administrative, fax, and voice email account names
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Interaction Process Automation
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Interaction Feedback
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Fax server, Interaction Fax Viewer default attributes and fax groups that are named groups of fax devices
used for specific applications.
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Database and data source configuration
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Predefined Web chat messages and URLs for agents taking Web chat sessions
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Voice recognition
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Media Servers
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SIP Proxies
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MRCP Servers
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Session Manager
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SMS
System Configuration Pages
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System Configuration Pages
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Interaction Administrator
The system configuration pages include:
Connection Security
Certificate Management
Prompt Server
Text to Speech
Display Name Format
Languages/Time Zones
Mailboxes
Host Server
Trace Logs
Site Information
ACD Options
Interaction Client
Feedback
Connection Security
Use this page to define connection security settings.
Move the slider to select a level of security for connections between subsystems and the server.
High
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Data is only transmitted through server connections using Secure Sockets Layer (SSL)
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All applications use SSL
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Subsystem connections use SSL and certificates
Medium
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Data is encrypted before being transmitted through regular server connections or server connections using
Secure Sockets Layer (SSL)
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You have the ability to configure which applications use SSL
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Subsystem connections use SSL and certificates
Low
•
Data is transmitted in cleartext through regular server connections or server connections using Secure
Sockets Layer (SSL)
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You have the ability to configure which applications use SSL
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Subsystem connections use SSL and certificates
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Interaction Administrator Printable Help
Configure application connection security...
Configure subsystem certificates...
Configure login authentication...
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Certificate Management
Use this page to configure which certificates are used on the IC server.
Subsystem Certificates Configuration
Subsystem certificates are used to allow or deny subsystems from connecting to the server.
Click Modify to manage subsystem certificates.
Email Certificates Configuration
Email certificates are used to securely send and receive email messages and make secure connections to email (IMAP,
SMTP, and S\MIME) providers.
Click Modify to manage email certificates.
SIP\TLS Line Certificates Configuration
SIP\TLS line certificates are used to authenticate SIP/TLS connections to and from the server.
Click Modify to manage line certificates.
Prompt Server
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Prompt Server
The Prompt Server subsystem is installed on the IC server, but it is not used by default. You must first assess the
capacity and consider the implications of moving most audio play and input operations to the Interaction Media
Server before enabling prompt server with the Use Media Servers for prompt play and input operations check box
on the Media Server Configuration page.
The default values on the Prompt Server Configuration page are reasonable settings for initial use. Depending on the
load on your media server and the types of prompts being accessed, you may need to adjust these settings.
Web Server Options
Prompt Server uses an HTTP server hosted on the IC server to serve audio files to HTTP clients (e.g., Interaction Media
Server, MRCP server). The following parameters specify how the HTTP clients connect to this HTTP Prompt Server.
Address to use: This drop-down menu shows the available friendly names of network adaptors associated with the
HTTP or HTTP port. If a network adapter is renamed and no longer exists, there is a warning icon displayed next to
that adaptor. CIC supports IPv4 and IPv6 addressing schemes.
HTTP Port: This specifies a local port on the IC server that Prompt Server uses for servicing HTTP requests. The
default value is 8098 and must not be set to conflict with any other port number on the IC server. If set to 0, Prompt
Server will not have an HTTP listener and therefore be disabled. If the media server is in a different location and there
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is a firewall between the media server and the IC server, you must configure the firewall to open the port used by
Prompt Server.
Note: If you change the HTTP Port setting, you must immediately restart the Prompt Server subsystem, using IC
System Manager, to activate the new HTTP port. Until you restart Prompt Server, HTTP client connections will fail.
Use HTTPS: This optional check box specifies whether resources (e.g. audio files) are served only through a secure
TLS connection. It is off by default. If selected, HTTP requests will be redirected to the specified HTTPS Port. Using this
option requires that the Interaction Media Server certificate is trusted by the IC server.
HTTPS Port: This specifies a local port on the IC server that Prompt Server uses for servicing (secure) HTTPS requests.
The default value is 8099 and must not be set to conflict with any other port number on the IC server. If set to 0,
Prompt Server will not have an HTTP listener and therefore be disabled. If the media server is in a different location
and there is a firewall between the media server and the IC server, you must configure the firewall to open the port
used by Prompt Server.
Note: If you change the HTTPS Port setting, you must immediately restart the Prompt Server subsystem, using IC
System Manager, to activate the new HTTPS port. Until you restart Prompt Server, HTTPS client connections will fail.
Mutual Authentication Required: This specifies whether mutual authentication of certificates is required between
the IC server and the Interaction Media Server. The check box is clear (off) by default. If selected, remote subsystem
certificates will automatically be exchanged between the Interaction Media Server and IC server.
Note: If any changes are made to the HTTP Port, HTTPS Port or Use HTTPS settings, the prompt server must be
restarted immediately.
Cache Options
In order to efficiently process prompt requests, Prompt Server manages a local cache of audio file properties on the IC
server. Most of these cache options are good default values and don't need to be changed in the normal case of
Interaction Media Server processing audio plays. Some options are only for special cases when another application
may access a prompt not tagged with release information by Prompt Server.
Note that the Interaction Media Server keeps its own local cache of prompts as well, but that cache is not affected by
these options.
Maximum age of files without a version (sec)
This specifies the maximum age, in seconds, of cached files that have not been tagged with a release identifier. The
default value is 600 seconds (10 minutes).
In the typical case of Prompt Server serving files to and receiving requests from Interaction Media Server, all audio
files are tagged with release information, which is used to determine if a file has changed. In some cases, an MRCP
server may use SSML documents that reference audio files not tagged by Prompt Server. In this case, Prompt Server
sets the max-age HTTP header directive to the specified value when these files are requested.
Cached prompt idle time (sec)
This specifies the number of seconds to wait before removing a cached prompt that has not been used or requested.
Once a prompt is played, the idle time counter is reset for that prompt. As long as the prompt is being used within
the idle time limit, it will remain in the cache. If a prompt has not been used or requested in that idle time period, it
will be removed from the cache on the next cache cleanup event. The default value is 600 seconds (10 minutes).
Cache cleanup interval (sec)
This specifies the number of seconds between cache cleanup events. Files that have been identified as having
exceeded the cached prompt idle time will be cleaned out of the cache at this interval. The default setting is 300
seconds (5 minutes).
Cached prompt refresh interval (sec)
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This specifies the interval Prompt Server uses to determine whether or not to scan the cache for updated file
attributes when a file is requested. It is used to help prevent excessive refreshing of cached file attributes. The default
value is 10 seconds. That means, for example, once Prompt Server reads a file's attributes and that data is cached, if
there is another request for that file within the interval (10 sec), Prompt Server does not read the file attributes again –
it assumes the file is current. If a request for that file occurs after the interval, Prompt Server reads the file attributes
again to determine if it has changed.
Click Configure File Extensions... to enter or edit prompt server file extensions.
Click Configure Virtual Directories... to enter or edit prompt server virtual directories.
For more information, see Interaction Media Server Technical Reference, which is in the Technical Reference
Documents section in the CIC Documentation Library.
Related Topics
Media Servers
Prompt Server File Extensions
Prompt Server - Add File Extension
Prompt Server - Virtual Directories
Prompt Server - Add Virtual Directory
Feedback
Prompt Server File Extensions
Interaction Media Server plays .wav .snd and .au prompt files. These file extensions are configured by default in the
Prompt Server File Extensions dialog box. In the typical case, you do not need to add or change the default file
extensions. The ininmodel file extension (with application/xml Content Type) is required for call analysis to work on
the Interaction Media Server.
In the more rare case where an IC server sends audio to an MRCP server that supports additional audio formats, you
may need to add that file extension and content type here.
Click Add to add a prompt server file extension, or highlight an existing file extension and click Delete to remove it.
Related Topics
Media Servers
Prompt Server
Prompt Server - Add File Extension
Prompt Server - Virtual Directories
Prompt Server - Add Virtual Directory
Feedback
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Interaction Administrator
Prompt Server - Add File Extension
Use this page to enter the prompt server file extension information.
File Extension
Enter a unique prompt server file extension, such as "wav". Extensions are case-insensitive.
Content Type
Enter the prompt server file content type in the format of "xxxx/xxx", such as "audio/x-wav". An error is displayed if
not entered in the proper format. This information is contained in the HTTP or HTTPS header for the associated file
extension.
Related Topics
Media Servers
Prompt Server
Prompt Server File Extensions
Prompt Server - Virtual Directories
Prompt Server - Add Virtual Directory
Feedback
Prompt Server - Virtual Directories
Prompt Server provides access to audio files residing in the file system on the IC server. In order to limit access to the
IC server file system and provide a degree of security, Prompt Server creates virtual directories for Interaction Media
Server to access the files. A media server or other third party server can only access audio files residing in (or in a
subdirectory under) one of the virtual directories defined on the Prompt Server configuration page.
By default, Prompt Server creates virtual directories for the common audio resource folders on an IC server, including
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Recording Directory (x:\server\IC\Recordings)
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Resource Directory (x:\server\IC\Resources)
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Work Directory (x:\server\IC\Work)
By default , handlers use prompts under one of these directories, but you can choose to omit any of these or create
additional virtual directories that map to a specific location on the IC server.
The Use resource directory option is required for call analysis to work on the Interaction Media Server.
Click Add to add a virtual directory, or highlight an existing directory and click Delete to remove it.
Note: For security reasons, only prompt files that are located in one of the virtual directories (or the subdirectories)
are mapped to URIs.
Related Topics
Media Servers
Prompt Server
Prompt Server File Extensions
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Interaction Administrator Printable Help
Prompt Server - Add File Extension
Prompt Server - Add Virtual Directory
Feedback
Prompt Server - Add Virtual Directory
Use this page to add a registered virtual directory and the corresponding root paths.
Virtual Directory Name
Enter a unique virtual directory name for the prompt server. The name is case-sensitive.
Root Server Path
Enter the file path prefix which this virtual directory references on the local system. Click ... to browse the server
directory. If Interaction Administrator is not running on the server, then the browse button is not available.
The root server path is matched against files to be mapped to URIs. CIC uses the virtual directory with the longest
matching local root path to compose the URI.
Related Topics
Media Servers
Prompt Server
Prompt Server File Extensions
Prompt Server - Add File Extension
Prompt Server - Virtual Directories
Feedback
Text to Speech
Default Text to Speech (TTS) voice configuration is performed in the Windows Control Panel Speech Applet.
Use the Text to Speech tab of the System Configuration dialog box to perform the following advanced TTS
configuration:
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Set the maximum number of sessions to be allowed at one time
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Add multiple languages and voices
Interaction Administrator
For more information, see Text-to-Speech Engines for the IC Platform Technical Reference in the CIC Documentation
Library.
Default TTS Provider
When CIC receives a TTS request, it must select which TTS technology to use to complete the request. The Default
TTS Provider field indicates which TTS technology to use when a TTS request does not indicate a specific TTS
technology. The options are:
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SAPI: This is a Windows-only API.
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MRCP: This is a standardized TTS protocol. Many third-party TTS vendors support only MRCP.
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Media Server: This is CIC's proprietary Text-to-Speech engine. This option is available only if you have
installed a license for it.
Concurrent Session Limit
Enter the maximum number of concurrent sessions to attempt. This limit is either a license-enforced limit or a loadenforced limit. TTS will not attempt to create more sessions than what is defined here. Additional requests will fail and
an event log entry will be logged.
Concurrent Session Warning Level
Enter the maximum concurrent sessions. When this threshhold is exceeded an event log entry will be created. Use this
warning level to see when you are getting close to exceeding your license limit so you can plan ahead.
Number of Sessions Currently in Use
This is the number of TTS sessions currently in use in the CIC system.
Volume Control (0 - 100)
Use the up and down arrow keys to set the volume level for the voice resource. The default value for this field is 100
decibels.
Voices
You can choose to write custom applications for multiple languages and voices by creating a voice name parameter
for each voice and then making the necessary handler modifications using these voice name parameters.
Click Add to add voice resources. Enter the voice name and the registry path. Select the Language from the pulldown list.
For example, you may define "Mary" as the
name, "HKEY_LOCAL_MACHINE\Software\Microsoft\Speech\Voices\Tokens\MSMary" as the path, and "English
(United States) as the language. Once defined, you can then just pass "Mary" to the TTS defined tool.
There is no limit to the number of voices to add. By default , the system refreshes every 5 seconds.
Click Edit to change existing voice resources or Delete to remove them.
Notes: Only configured voices on the IC server are listed.
Each language can only be associated with one voice.
Voice configuration settings in this dialog will override the voice configuration settings in the Windows Control
Panel Speech applet.
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Display Name Format
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Interaction Administrator Printable Help
Use this page to configure the way names are displayed in the system. Select one of three options:
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FirstName MiddleNameOrInitial Last Name
For example, Sonya M Mullins
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LastName, FirstName, MiddleNameOrInitial
For example, Mullins, Sonya, M
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LastNameFirstName
For example, MullinsSonya
Set Asian Names to "LastNameFirstName"
Use this option to set LastNameFirstName as the default format if an Oriental name is detected.
Example
This section displays an example based on the format chosen above.
Feedback
Languages
For sites that support multiple languages (such as English, French, Spanish, etc.), the handlers that play prompts can
select which language (and time zones will be available in a future release) to use when playing these prompts. Use
this page to define the languages available at a site and to specify the default language. Use the prompt editor to
record prompts in different languages.
Include User's Time Zone in Announcements (available in a future release)
Select this check box to include the user's time zone information in announcements. For example, you may want to
include "..10:00 AM savings daylight time...". . By default, this option is not enabled.
Languages
Click the Add button to define a new language for this site.
To remove a language from this site, select a language name and click the Delete button.
Note: Languages available depend on the language installed by the add-on language pack install. For nonsupported language prompts, you can create a language prompt set as prompt handlers, and add the language to
IC using the option in this dialog box.
Default Language
The languages defined in the Languages box appear in this list box. Select the default language used in all system
prompts. In addition, the GetLanguage handler uses this Default Language value if the "'Language"' attribute is not
set on a call.
Notes: If you install a non-English language pack and require call analysis for that language, you must set the Call
Analysis Language server parameter on the Interaction Center server. For more information, see “Specify Interaction
Media Server call analysis language model” in Interaction Media Server Technical Reference in the CIC
Documentation Library.
For more information about the GetLanguage handler and the Play Prompt tool, see Reference (Tools and more) >
Tools > Telephony in the Interaction Designer Help.
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Mailboxes
Select the default email account (or distribution list) for each of the following roles in CIC message distribution.
Handlers can send email to these designated accounts by specifying the Directory Services (DS) attributes for each
recipient. See the Mailboxe