Interaction Desktop (Framework)

Interaction Desktop (framework)

Printable Help

Interactive Intelligence Customer Interaction Center®(CIC)

2016 R2

Last updated January 11, 2016

Abstract

This document is a printable version of the Interaction Desktop framework online help. It explains the Interaction Desktopinterface. Online help is available within Interaction Desktop by selecting Getting Started or CIC Client from the Help menu.

Table of Contents

Table of Contents

Interaction Desktop

Get started with Interaction Desktop

Feedback, support, and other information

Interactive Intelligence home page

Interactive Intelligence technical support website

Interactive Community

Feedback

What’s new in Interaction Desktop

2015 R1

2015 R2

2015 R3

2016 R1

Log on, log off, or exit

Log on

One Station at a Time

Log on to a secure system

Log on automatically

Select a profile and log on

Select a language

Logon profiles

Logon connection settings

Logon options

Logon dialog box

Single sign-on

Command-line parameters

Example shortcut

Remote logon

Answer the first call to a remote location

Call from a remote location

Remote station types

Dynamic remote client connections (remote number)

Configured remote stations (remote workstation)

SIP stations are not remote

Remote station licenses

Interaction Desktop and remote locations

Keep a persistent connection to the IC server

Log off

Exit

Change station

Change password

Password Policies

Interface basics

Interaction Desktop interface

Menus

Quick Keys

Modules

Module licensing

View modules and licensing

Toolbars

Show or hide a toolbar

Navigation pane

Dock the Navigation pane

Minimize the Navigation pane

Hide the Navigation pane

Automatically hide the Navigation pane

Workspaces

Custom workspaces

Built-in workspaces

Create a custom workspace

Delete a custom workspace

Display a workspace in full screen mode

End full screen mode

Start a workspace slide show

Workspace tabs

Change tab order in the Workspaces pane

Views

Add a view to a workspace

Add or remove view columns

Close a view

Rename a view

Customize views

Arrange views

Docking architecture

Arrange views in a workspace

Display a view in a floating window

Create groups of views

Resize a view

Index

Resize a view

Interaction Desktop

Get started with Interaction Desktop

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. 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.

Interaction Desktop provides a user interface for easy access to the features of application modules such as the CIC client. For help with a specific area within a Workspace, click anywhere in the Workspace and press F1. For help with CIC client, from the Help menu, select Interaction Client.

Related Topics

Interaction Desktop interface

Log on

Modules

Menus

Navigation pane

Toolbars

Views

Workspaces

CIC 2016 R2, January 11,2016

Feedback, support, and other information

Options on the Interaction Desktop Help menu enable you to learn more about Interactive Intelligence products and promote or share ideas about Interactive Intelligence software. You can also access technical support or submit feedback about bugs and enhancement requests.

Note: You must have Internet access to visit the Interactive Intelligence website or submit feedback.

Interactive Intelligence home page

To visit the Interactive Intelligence home page, do one of the following:

Go to
Click Help Interactive Intelligence Home.

Interactive Intelligence technical support website

To access the Interactive Intelligence technical support website, do one of the following:

Note: Log on to this site before accessing technical support.

Go to
Click Help Interactive Intelligence Support.
Click Help About Interaction Desktop, then in the About - Interaction Desktop dialog box, click the Support link.

Interactive Community

Interactive Community is a free and public service provided by Interactive Intelligence to promote an online community devoted to the sharing of ideas and information regarding Interactive Intelligence software. To visit the Interactive Intelligence Interactive Community, do one of the following:

Go to
Click Help Interactive Intelligence Community.
Click Help About Interaction Desktop, then in the About - Interaction Desktop dialog box,click the Community link.

Feedback

To submit product feedback and report bugs, request enhancements, or submit other product-related information to Interactive Intelligence, do one of the following:

Go to
Click Help Interactive Intelligence Feedback.
Click Help About Interaction Desktop, then in the About - Interaction Desktop dialog box,click the Feedback link.

To submit documentation feedback, do one of the following:

If you have a comment or question about a specific help topic, click the Send Feedback link at the upper right of that topic. An email message window opens. The "To" address is . The "Subject" line is includes information that helps us identify the help topic where you clicked the link. Enter your comments or questions in the body of the email message and then send us the message.
Send an email message to .

What’s new in Interaction Desktop

Note: 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 Desktop 4.0 Service Updates introduced the following changes and enhancements:

2015 R1

A limited beta release of Interaction Desktop.

2015 R2

Interaction Desktop continued to be available only in beta release.

Email Editor

You have improved controls for formatting and spell-checking email messages. You can also copy and paste addresses from the email reply address fields to a third-party CRM system, if you need to look up customer records by email address.

Response Management

The My Responses Editor has improved controls for creating and formatting your stored responses. The new controls enable you to insert tables and spell check your response text. You can now sort stored responses by Date Added or Name in the My Responses window.

You can use the Inherited font in a stored response. When you use a stored response created with the Inherited font, it adopts the font and font characteristics (size, color, and so on) of the text immediately preceding it in your email message. However, when you insert a response that has a selected font and other font characteristics, then the stored response appears as originally formatted.

2015 R3

Interaction Desktop GA release.

Icons

The toolbar and view icons have a new, more modern appearance.

Quick Keys

Personal keyboard shortcuts are available to all Interaction Desktop users, not just Operator Console users.

Text Messages

Support for text messages is now available in Interaction Desktop.

2016 R1

Select a Language

If your Customer Interaction Center (CIC) administrator has installed the appropriate language pack on the IC server, you can select a language other than English for the Interaction Desktop interface and help.

Related Topics

Email Editor

Quick Keys

Select a language

Working with Response Management

Working with Text Messages

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 ©1997-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Directoris a registered trademark of Interactive Intelligence, Inc. e-FAQ Knowledge Manager and Interaction Marquee are trademarks of Interactive Intelligence, Inc.The foregoing products are ©2002-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Gatewayis a registered trademark of Interactive Intelligence, Inc.Interaction Media Server is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2006-2015 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 ©2009-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Analyzeris a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal, and IPA are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2010-2015 Interactive Intelligence, Inc. 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 ©2012-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Speech Recognitionand 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 ©2013-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Collectoris a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2013-2015 Interactive Intelligence, Inc. All rights reserved.

Interactive Intelligence Bridge Serverand Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2014-2015 Interactive Intelligence, 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

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

Log on, log off, or exit

This section provides information on how to log on, log out, or exit Interaction Desktop. It also contains information about changing your password.

Change station
Change your password
Log on
Log off
Exit
Remote logon

Log on

There a several ways you can log on to Interaction Desktop. To log on automatically or use profiles to log on, your Customer Interaction Center (CIC) administrator must allow the use of cached credentials. Some CIC administrators prevent automatic logon for security reasons.

One Station at a Time

Requirements: You need the StationLogon Access Controlright to a specific station to be able to log on to it.

You can log on to only one station at a time, for security reasons.

If you try to log on to two different stations, CIC drops the original station connection. For example, if you try to run Interaction Desktop at the same time you are running Interaction Connect on a different station, the original connection drops.
If two different users try to log on to the same station from two different computers, the first user connects, the second doesn't.

Related Topics

Command-line parameters

Log on automatically

Log on to a secure system

Logon connection settings

Logon dialog box

Logon options

Select a language

Select a profile and log on

Single sign-on

Log on to a secure system

Do one of the following:
From the Windows Start menu, select Interactive IntelligenceInteraction Desktop.
Double-click the Interaction Desktop icon on the Windows desktop or taskbar.

Result: The Interaction Desktop log on dialog appears.

In the Interaction Desktop Logon dialog box, make any necessary adjustments to your logon settings.
Click Log On.

Result: In a secure system, a User Agreement dialog box similar to this one appears.

Related Topics

Logon dialog box

Logon connection settings

Single sign-on

Log on automatically

An automatic logon uses the default profile (Default.ininprofile) or default settings. The default settings use Windows authentication, the default server, and the computer name as the workstation name.

Note: You cannot log on automatically on a secure system.

Click the Interaction Desktop icon on the Windows desktop or taskbar.

Result: This action logs you on automatically and displays Interaction Desktop.

Related Topics

Log on to a secure system

Logon connection settings

Select a profile and log on

From the Start menu, select Interactive IntelligenceInteraction Desktop.

Result: The Interaction Desktop log on dialog appears.

Tip: Point to the Profile icon (folder). The tooltip displays the name of the currently loaded profile.

Do one of the following:
To change your current logon settings or to create an alternate startup configuration, proceed to the next step.
To use or change an existing set of logon settings, click the drop-down arrow next to the Profile (folder) icon. Select Load Profile. Find the appropriate profile and click Open.
To use the settings, click Log On.
To change the settings, proceed to the next step.

In the Connection tab, adjust your logon settings.
Optionally, on the Options tab, select another language for the CIC client interface and help.

If you changed any settings, click the drop-down arrow next to the Profile (folder) icon. Select Save Profile As.

Result: The Save As dialog box appears.

If you changed any settings, do one of the following:
If you selected an alternate profile in step 2, verify that the appropriate name appears in the File name drop-down list box and click Save.
To change your default settings, in the File name drop-down list box, select Default.ininprofile and click Save.
To create a set of logon settings, in the File name drop-down list box, enter a new file name in this format: filename.ininprofile Click Save.

Click Log On.

Related Topics

Logon connection settings

Logon options

Logon dialog box

Logon profiles

Select a language

Note: This setting is independent of the Microsoft Windows Regional and Language Options setting. It is available only when a Language Pack has been installed on the IC server.

To select a language:

In the Logon dialog box, do one of the following:
To change your current log on settings or to create an alternate startup configuration, proceed to the next step.

Tip: Point to the Profile icon (folder). The tooltip displays the name of the currently loaded profile.

To change an existing set of log on settings, click the drop-down arrow next to the Profile (folder) icon. Select Load Profile. Find the appropriate profile and click Open.

In the Options tab, from the Language drop-down list, select the appropriate language for the Interaction Desktop interface and help.

Note: This setting is independent of the Microsoft Windows Regional and Language Options setting. It is available only if your CIC administrator installed one or more Language Packs on the IC server.

Click the drop-down arrow next to the Profile (folder) icon. Select Save Profile As.
In the Save As dialog box, do one of the following:
If you selected an alternate profile in step 1, verify that the appropriate name appears in the File name drop-down list box and click Save.
To change your default settings, in the File name drop-down list box, select Default.ininprofile and click Save.
To create a set of log on settings, in the File name drop-down list box, enter a new file name in this format: filename.ininprofile Click Save.

To test your configuration changes by logging on to Interaction Desktop, in the Logon dialog box, click Log On.

Related Topics