Interaction Client Web Edition s1

Interaction Client Web Edition

Printable Help

Interactive Intelligence Customer Interaction Center® (CIC)

2016 R1

Last updated November 11, 2015

Abstract

This document is a printable version of the Interaction Client Web Edition online help. It explains how to start and exit, configure and use this CIC client. Online help is available within Interaction Client Web Edition by selecting Show Help from the Help menu.

Table of Contents

Table of Contents

Interaction Client Web Edition 1

Interaction Client® Web Edition Help 1

Need Help? 1

Using the Search Feature 1

Feedback and Access Support 2

Features 2

Access Control Rights 3

Account Codes 3

Attendant Profiles 3

Directory Status 4

General Directories 4

Interaction 4

Phone Number 4

Response Management 5

Station Queues 5

Stations 5

Status Messages 6

User Queues 6

Users 6

Workgroup Queues 6

Workgroups 7

Security Rights 7

Client Rights 7

Interaction Command Rights 8

My Interaction Rights 8

User Rights 9

What’s New in CIC client 4.0 9

Documentation Library 11

What’s New in CIC client 4.0 Service Updates 11

4.0 SU 1 11

4.0 SU 2 11

4.0 SU 3 12

4.0 SU 4 13

4.0 SU 5 13

4.0 SU 6 14

What's New in CIC client 2015 Releases 14

2015 R2 14

Starting and Exiting 15

Auto Reconnect 15

Change Your Password 15

Password Policies 16

Changing Station 16

Exiting 17

Language Setting 17

Logging On 17

Logging On Remotely 20

Logging Off 21

Remote Station Types 21

Dynamic Remote Client Connections (Remote Number) 21

Configured Remote Stations (Remote Workstation) 21

SIP Stations are not Remote 22

Remote Station Licenses 22

Running the CIC client from a Remote Location 22

Answer and Make Calls 22

Answer Calls 22

Make Calls 23

Keep a Persistent Connection to the IC Server 23

Status Bar 24

Using Views and Dialog Boxes 24

Call History 25

Displaying the Call History Dialog Box 26

Using Call History to Make Calls 26

Call History Retention 26

Camp Desktop Alert 26

Using the Dial Pad 26

Directory Properties Dialog Box 27

Interaction 28

Interaction Properties Dialog Box 28

Access from My Interactions 28

Access from Call History 29

My Interactions 29

Interaction Notification 30

Phone Number Controls 31

Set Status Dialog Box 32

Shortcut Keys 32

Supervisor Client Memos 32

Notification Area 32

Transfer Dialog Box 33

Using the Transfer dialog box 33

Status Information for Transfer recipient 34

Using the Toolbars 35

Using the Queue Control Toolbar 35

Queue Control Toolbar Buttons 35

Assistance Button 36

Disconnect Button 36

Hold Button 37

Listen Button 37

Mute Button 38

Pause Button 38

Pickup Button 39

Private Button 39

Properties Button on the Queue Control Toolbar 40

Record Button 40

Secure Pause Button 41

Transfer Button 41

Voicemail Button 42

Using the Directory Toolbar 42

Directory Toolbar Buttons 43

Camp Button 43

Change User’s Status Button 43

Dial Button 44

Send Email Message Button 44

Park on Queue Button 45

Properties Button on the Directory Toolbar 45

Send to Voicemail Button 45

Transfer Button 46

Configuration Options 46

Alerting Options 46

Firefox Ring Sounds 47

General Alerting Options 47

Voice Mail / Fax Paging 47

Call Options 47

Calls Configuration 47

Calls Options 48

Set Up Follow-me Routing 48

Call Coverage Options 50

About Personal Prompts 51

Miscellaneous Configuration Options 51

Email Configuration 51

Customizing the Interface 53

Add or Remove View Columns 53

Add or Close Views 54

Customize Columns 54

Move Views 55

Working with Account and Wrap-Up Codes 55

Advanced Dialing Options 56

Configuration Requirements 56

Using the Advanced Dialing Options Dialog Box 56

Assign Codes to an Incoming Interaction 57

Assign Codes to an Outgoing Interaction 58

Numerically Sort Account Codes 59

Understanding Account Codes 60

Account Code Restrictions 60

Understanding Wrap-Up Codes 60

Assigning a Wrap-Up Code 61

Wrap Up Code Prompt 61

Working with Callback Requests 62

Callback Interaction 62

Callback Window 63

Respond to a Callback Request 63

Manage Callback Requests 64

Add Notes to an Interaction 64

Assign Codes to an Interaction 64

Use Response Management for an Incoming Interaction 65

Working with Calls 66

Call Security 66

Call Security Icons and Alerts 66

Making Calls 67

Making Calls 68

Call an Operator 68

Call Back a Disconnected Call 68

Click to Dial a Directory Contact 69

Dial a Long-Distance Number 70

Dial a Number Inside the Organization 70

Dial a Number Outside the Organization 71

Dial a Recently Dialed Number 71

Dial on Behalf of a Workgroup 72

Disconnect a Call 73

Entering Telephone Numbers 73

Make a Call Using the Dial Button 73

Make a Call Using the Number Field 74

Place a Call on Hold 75

Understanding an Interaction’s State 76

Picking Up Calls 77

Answer an Incoming Interaction 78

Caller Name 78

Pick Up a Call from Voice Mail 79

Place a Call on Hold 79

Transferring Calls 80

Park a Call on Another Person’s Extension 80

Call Parking Tips 80

Transfer a Call After Consulting the Recipient 81

Transfer a Call to a Directory Entry 83

Transfer a Call to a Workgroup 83

Using the Workgroups and Profiles Directory to Transfer a Call 84

Transfer a Call to an Attendant Profile 84

Transferring a Call to an Interaction Attendant Profile 85

Using the Workgroups and Profiles Directory to Transfer a Call 85

Transfer a Call to Another Person’s Voice Mail 86

Transfer a Call to Your Voice Mail 87

Transfer a Call Using a Transfer Button 87

Transfer a Call Using the Queue Control Toolbar 87

Transfer a Call Using the Directory Toolbar 88

Transfer a Call Without Consulting the Recipient 89

Forwarding Calls 90

Call Coverage Options 90

Forward Calls to Your Remote Telephone Number 90

Understanding Follow-me Routing 91

How Follow-me Routing Works 92

Set Up Follow-me Routing 92

Start Follow-me Routing 94

Making Conference Calls 94

Conferencing Features 95

Drag and Drop a Call on Another Call 95

Using Other Call Features 96

Camp on an Internal Extension 96

Camping on Multiple Extensions 97

Stopping Camping 97

Determine if Someone is Listening to or Recording Your Interactions 98

Listen Icon 98

Record Icon 98

Settings affecting Record and Listen indicators 99

Behavior 99

Listen to a Call 100

Record a Call 100

Report a Problem 101

Request Assistance from Your Supervisor 102

Workgroup Supervisors 103

Requesting Assistance 103

Assistance Process 104

Secure Pause a Recording 107

View and Edit Interaction Properties 107

Log 107

Notes 108

Working with Chat Sessions 111

Chat Interactions 111

Chat Window 112

Manage a Chat Session 113

Chat Window Toolbar 113

Add Notes to an Interaction 114

Assign Codes to an Interaction 115

Conference Two or More Chat Sessions 116

Copy and Paste Text During a Chat 116

Disconnect a Chat Session 117

Initiate a Chat Session 117

Mark a Chat Session as Private 117

Pick Up a Chat Request 118

Place a Chat Session on Hold 118

Record a Chat Session 119

Recording a Chat Session 119

Pausing a Chat Session Recording 120

Request Assistance from Your Supervisor 121

Workgroup Supervisors 121

Requesting Assistance 121

Send a Chat Session Request to Voicemail 123

Transfer a Chat Session 123

Transfer a File During a Web Chat 124

Use Response Management During a Chat Session 124

Working with Directories 125

Search a Directory 127

Search Fields Context Menu 128

Sort a Directory 128

Insert and Delete Directory Entries 129

View and Edit Directory Entries 129

Working with Other Directories 130

Working with the Company Directory 131

Working with Email Messages 131

Email Interactions 132

Email Window for Incoming Messages 133

Email Window for Outgoing Messages 134

Manage Email Messages 137

Add Notes to an Interaction 137

Assign Codes to an Interaction 137

Forward an Email Message 138

Park an Email Message on Another Person’s Queue 140

Pick Up or Reopen an Email Message 140

Reply to an Email Message 141

Reply to an HTML Email Message 143

Format Text 143

Create a Hyperlink 143

Insert an Image 145

Send an Email Message 146

Start an Email Interaction 146

Transfer an Email Message 148

Use Response Management in an Email Message 149

Use Response Management for an Incoming Interaction 149

Working with Faxes 150

Download a Fax 151

Open a Fax From Your Inbox 152

Send a Fax 152

Fax Viewer 153

Use the Fax Viewer 153

Fax Formats 153

Fax Viewer Features 153

View a Fax 155

Working with Generic Objects 156

Understanding Generic Object Routing 156

Working with Screen Pops 156

Site-Specific Screen Pops 156

Working with Response Management 156

Response Organization 157

Using Response Management 157

Create Personal Responses 158

Personal Messages 158

Personal Files 159

Create Response Macros 160

Constant 161

Attribute 161

Response 161

My Responses Editor 162

My Responses Window 164

Responses Sidebar 166

Organize Personal Responses 167

Working with Response Folders 167

Search for a Response 167

Full-Text Search 167

Search Language 168

Boolean Operators 168

Exact Phrase 168

Grouping 168

Fields 168

Use a Response Shortcut 169

Working with Speed Dial 169

Dial a Number Using Speed Dial 169

Working with Speed Dial Views 170

Close a Speed Dial View 170

Create a Speed Dial View 171

Delete a Speed Dial View 174

Display a Speed Dial View 176

Rename a Speed Dial View 177

Working with Speed Dial Entries 179

Add a Directory Contact to a Speed Dial View 179

Change a Speed Dial Entry’s Default Number 180

Delete a Speed Dial Entry 180

Speed Dial Features 181

Working with Status Settings 181

Setting Status 181

My Status 182

Possible Status Values 182

Set Another User’s Status 184

Set DND Status with Your Phone 184

Set Status Details 184

Set Your Status 185

Status Notes 186

Status Summary 186

View Another User’s Status 187

Working with Voicemail 187

Working with Voice Mail 187

Overview of Interaction Voicemail Player 188

Installing Interaction Voicemail Player 188

Configuring Interaction Voicemail Player 188

Using Interaction Voicemail Player 188

Interaction Voicemail Player and .wav files 189

Interaction Voicemail Player Controls 189

Listen to Someone Leave a Voice Mail Message 190

Open a Voice Mail Message From Your Inbox 191

Tips 191

Pick Up a Call from Voice Mail 192

Transfer a Call to Another Person’s Voice Mail 192

Transfer a Call to Your Voice Mail 193

Voicemail Viewer 193

Use the Telephone Dial Pad to Control Playback 194

Use the Voicemail Viewer 194

Voicemail Viewer Features 194

Working with Workgroups 196

Change Your Workgroup Activation Status 196

Display the Workgroup and Profiles View 197

Display the Workgroup Statistics View 197

Transfer a Call to a Workgroup 198

Using the Workgroups and Profiles Directory to Transfer a Call 199

View Members of a Workgroup 199

Workgroup Statistics View 199

Workgroup Statistics 199

Shift\Period Statistics 201

Displaying the Workgroup Statistics View 201

Interaction Client Systems and Subsystems 201

Managed IP Phone 201

About Session Manager 202

Switchover 202

General Information 202

Index 205

What’s New in CIC client 4.0 Service Updates

Interaction Client Web Edition

Interaction Client® Web Edition Help

Important: 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. CIC client also refers to the Interactive Intelligence Oracle Service Cloud Integration. 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 CIC clients.

For more information about some most frequently used CIC client features, see:

· Set Your Status

· Answer an Incoming Interaction

· Place a call to a number inside or outside your organization

· Forward calls to remote telephone numbers

· Transfer a call

· Transfer a call to your voice mail

· Make conference calls

Note: The CIC client lets you log on to only one station at a time for security reasons. If you log on to a different station, the system drops the original station connection. You receive a message at the original station stating "Your connection has been dropped due to a subsequent logon to a different station". You can run multiple instances of CIC client on the same machine using different user credentials and the same station.

Need Help?

Select Show Help from the Help menu. A separate browser window displays the help topics along with Contents, Index, Search and other navigation controls.

Note: A printable version of the CIC client help is available on the Interactive Intelligence website at https://my.inin.com/products/cic/Pages/PrintableDocumentation.aspx.

Using the Search Feature

You can search for specific terms in both the HTML and the Web Help versions of the help. There is a basic search and an advanced search available from the Search tab.

A basic search is simple: just type whatever single word or phrase you want to search, press [enter] or click the List Topics button (HTML version only), and a list of topics containing that word or phrase is displayed. When searching for a phrase, use quotation marks to enclose the phrase. For example, use “directory toolbar” to return only topics that contain that exact phrase.

Some basic facts