Customer Interaction Center Interaction Client Feature List

CIC turns every end-user workstation into an interaction processing terminal with a graphical console to manage various interactions, including a soft phone, from which dial, transfer, and conference are point-and-click operations.

Overview of features

  • Provides a common user interface to manage various interactions, whether the interaction is phone, web or e-mail based
  • Uses “notebook” style concept to customize access and features to the specific user whether they are an executive, administrative staff, or a contact center agent
  • Provides advanced information about interactions such as IVR, web, e-mail, and ACD events in the call window
  • Turns any ordinary telephone into a comprehensive interaction console on their desktop workstation or remote laptop
  • Provides extensive call control features for soft phone support
  • Includes customizable directory pages to ease contact
  • API’s make screen pops and customized applications easy to build
  • Keyboard shortcuts make various functions more efficient than using mouse control
  • Support for Microsoft Terminal Server and Citrix Metaframe XP environments

    overview features

Security

  • Secure Sockets Layer (SSL) protocol and public/private digitally signed certificate keys are used to ensure each client that connects to the CIC is properly recognized and authenticated (Certificates are new in IC 3.0)
  • A padlock icon will appear in either an open or closed position to indicate a secure or unsecured call based on how the System Administrator has configured the IC System to use SRTP to encrypt the call audio (New in IC 3.0)
  • When a call is downgraded from a secure to non-secure call the padlock icon will appear “unlocked” and a dialog box will pop to notify the SRTP enabled user the call is no longer secure (New in IC 3.0)

Phone Support

  • Analog Phones/Headsets (directly connected to station ports on the CIC Server or via FXO SIP gateways)
  • SIP-based phones (advanced phone features available on supported Polycom IP phones)
  • Remote users may be connected on any telephone number
  • Soft phone supporting QOS and SRTP (for use with USB or Bluetooth endpoints)

Making a Call

  • Use Phone Keypad (local client)
  • Use Keyboard
  • Letters translated to numbers
  • 9 optional for outside line
  • 1 optional for long distance
  • Use Mouse
  • Select Directory/Speed Dial entry
  • Select from recently called numbers
  • Call recent caller back
  • Cut and Paste from another application
  • Select entry from Call History page
  • Dial from Outlook Contacts
  • Right click dial from phone numbers displayed on web pages within Internet Explorer (New in IC 3.0)

Supported Media Types

  • The Interaction Client supports the following media types
    • Web Chat
    • Intercom Chat
    • E-mail
    • Voice mail
    • Callback Object
    • Generic Object

“My Interactions” Window

  • Displays all active calls for the user of the Interaction Client
  • User may toggle from an active call to a holding call for desktop call control
  • Displays state of call from start to finish
  • Duration of call in hours : minutes : seconds
  • Calling Number/Number Called
  • Customize column view
  • Display or hide button text
  • Name of Calling Party
    • Special Number/Name List from System Administrator
    • Area code where no name match
  • Queue name call is assigned
  • Current User/Station
  • Trunk Line Used
  • Right click on an active call gives call control options as well as a “call properties window”

Interaction Client Call Control Toolbar

  • Make Call
    • Option to make a call “on behalf of” an activated workgroup (New in IC 3.0)
  • Pickup
  • Disconnect
  • Hold
  • Listen
  • Record
  • Pause (pause recording)
  • Mute
  • Private (disable Listening)
  • Voicemail – Send the caller directly to voice mail
    • Join – Authorized users can automatically join a current interaction (automatically creates a conference including all parties)
    • Coach – Authorized users can join a conversation to provide assistance The agent can hear the “coach” side of the conversation but the external caller cannotv
    • Assistance – Agents can request assistance when processing a given interaction A notification will be sent to supervisors logged in
    • Transfer
    • Drag and Drop – drag and drop active call onto a user name in a directory page or active speed dial entry
    • Drag and Drop call onto an entry in the Workgroup and Profile directory to transfer to a queue or Attendant profile
    • Connect Two Active Calls (drag and drop an active call onto another active call to connect the two together)
    • Transfer Button: transfer by user name, workgroup name, or extension
    • Transfer Button: Consult or Blind Transfers
    • Transfer Button: Park interaction on a user queue
    • User may transfer caller directly to Voice Mail
    • Internal or External Call Transfer

Camp

  • Works on any “not available” status – not just when the user is on the phone
  • Select user in directory, right click for camp option
  • Notification Dialog pops when the selected user’s status becomes “available”

Conference Calls

  • Intuitive Interface – Conference calls are displayed in main queue list in a tree fashion
  • Drag and Drop call control – drag and drop active calls into the conference object to join calls into the conference
  • Members and call state visible
  • Full Control of Each Party – each party may be selected, put on hold, muted, etc.
  • Internal “Chat” dialog for type-written messages among internal parties on a conference call (New in IC 3.0)

Record Calls

  • Record On/Off by hitting the “record” button for any selected call
  • Pause Recording
  • Make Call Private so that others may not record the call
  • Stored as a .wav file
  • Sent to the user via e-mail as standard
  • With the addition of Interaction Recorder, the system can be configured to import the call recording and recording detail into the Interaction Recorder database for storage
  • Initiate multiple recordings on separate interactions from the same Interaction Client interface
  • Multiple users can record an interaction simultaneously
  • Record actions create an optional Record Object in the Interaction Client

Listen

  • Listen in on interactions without notifying the listened party if configured to do so
  • Notify Listened party when listening in if configured to do so
  • Multiple users can listen in on the same interaction simultaneously
  • Listen actions create an optional Listen Object in the Interaction Client

Configurable Call Control Buttons

  • Determine which buttons should be displayed and which should not
  • Display or hide button text
  • Create custom buttons that perform specific actions, such as starting an application

Account Codes

  • Use account codes to organize telephone calls by customer, issue or project
  • Assign different account codes if processing calls for more than one company
  • Assign account codes to incoming and outgoing calls
  • Assign different account codes to different workgroups and users
  • Assign account codes from any telephone on CIC by dialing the account code after entering the number to be dialed
  • Manage account codes via Interaction Administrator. Changes made to account codes in Interaction Administrator can be used immediately.
  • Account codes are stored in the CIC reporting logs

Wrap-up Codes

  • Use wrap-up codes to indicate the nature of an interaction. For example “billing question”.
  • Forced display of wrap-up code entry box at end of interactions
  • Managed via Interaction Administrator
  • Workgroup specific wrap-up codes

Authorization Code Support

  • Users’ ID and password can be entered on any phone to authorize long distance calls and other user rights
  • Authorization codes may be disabled on specific phones
  • Calls made using authorization codes appear on the user’s detail and summary reports

Voice Mail

  • Screen Based on calling party number/name
  • Send to voice mail without answering by clicking the voicemail button
  • Listen in on caller leaving voice mail
  • Pick up a call out of voice mail by hitting the “pickup” button
  • Voice Mail Sent to e-mail in-box
  • Record voicemail greeting from Interaction Client configuration page or via TUI
    • Record Available Forward and Available Follow Me greetings from Interaction Client configuration page
  • Interaction Client message waiting indicator (MWI)
  • Voicemail Viewer Page
    • View voicemails counts
    • See listing of voicemails and who they are from
    • Select a voicemail to listen to on the PC if multi-media PC with audio capability

Available, Follow Me

  • Set up Interaction Client to search for a user at different telephone numbers
  • After locating the user, Interaction Client can transfer the call to that location
  • CIC will consecutively call telephone numbers configured in the Interaction Client
  • Set the number of seconds to ring a telephone number before CIC calls the next number on the list or transfers the call to voice mail
  • Option to require a valid user password before connecting the call

Call Park

  • User Alert choices for parked calls:
    • Display a message
    • Play a sound only when the call arrives in My Interactions list
    • Play a sound at user-determined intervals until user takes the call
    • Timeout on Parked Calls reverts to alternate extension
    • Send parked calls back to an operator
  • Parking orbits allow a user to move to any station and pick up the call

Intercom Chat

  • Interaction Client users can initiate chats with other Interaction Client users via any directory page
  • Utilizes the same chat response interface that is used with remote chat parties
  • Check the status of a user prior to requesting a chat with them

Directories

  • Company Directory
    • Filtered search by name
    • Automatically updated as new entries are added
    • Support for filtering directories to support multiple departments or larger organizations
    • Support for filtered transferred views so that departments only see their views
    • Multiple Numbers (home, mobile, etc.)
    • Send E-mail from Directory – send email option opens e-mail form
    • Right Click Menu of call options
    • Right Click Menu to change user’s status (must have permission)
  • Workgroup Directory with User Status
    • Set Agent Queue Activation in workgroups when authorized by system administrator
  • Outlook Contacts (Public/Private)
  • Other Directories
    • Public and Personal
    • Single Button-Press Dialing
    • Unlimited Entries
    • Different Icons (home, mobile, etc.)
    • Send E-mail from Speed Dial
  • Any ODBC Contact Data Source

Presence Management – Status Board

  • Configurable List of Status Settings
  • Set Status from multiple interfaces
    • Using Interaction Client
    • Using Phone Prompts
    • Using Interaction Mobile Office –speech enabled phone prompts
    • Specify “Until” Date/Time
    • Specify status “Notes”

    status notes

  • Callers hear detailed status message when user is unavailable
    • User’s Name
    • Status
    • Until Date/Time
  • View
    • Status for a Specific User
    • Status for all users in Workgroup
    • Status for all users in Company Directory
    • Time in status
    • Filter by status in a Directory view

Call Details

  • Call details are available in the “My Interactions” window and on a workgroup, station or user queue page
  • Displays status of call from start to finish
  • Duration of call in hour : minutes : seconds
  • Calling party name/number called
  • Name of Calling Party
    • Special Number/Name List from Interaction Tracker
    • City/State where no name matches
  • Current User/Station
  • Trunk Line Used
  • Queue Name
  • Record/Listen Indicator
  • Wrap-up Code
  • Call ID – system tracking ID

Queue Pages

  • Queue Types
    • User Queues
    • Station Queues
    • Workgroup Queues
    • ACD Queues
    • Orbit Queues
    • Line Queues
    • System Queue
  • Monitor Multiple Queue pages
  • Call control on Queue page
  • View call detail on Queue page

Workgroup Queue Statistics Viewer

  • Allows agents to view summary statistics about queues for which they are a member
    workgroup queue statistics viewer
  • Queue summary statistics include:
    • Workgroup Name
    • Active or not active?
    • Longest interaction waiting
    • Number of agents logged in
    • Number of agents available
    • Number of agents on ACD interaction
    • Number of agents on after call work
  • Agent performance view – Compare agent performance against their peers for current shift\period
    • Average Talk Time
    • Longest Talk Time
    • Interactions Received
    • Interactions Answered
    • Interactions Completed
  • If given access, the agent may activate/inactivate from queues

Interaction Properties Window

  • An interaction properties window may be opened for any active interaction. Thewindow provides the following features:
    • Call Log – every event that is logged to the call may be read in the call log section (such as IVR options selected, time call entered the queue, etc.)
    • Add notes that Travel with Call
    • Call control toolbar

Fax Viewer List

  • View, delete, save or remove copies of all faxes delivered to a user by the Interaction Center server

Telephone Interface Dial Pad

  • The dial pad enables a user to send DTMF tones to a connected call. This is particularly useful for sending touchtone sounds when using a SIP soft phone.

Client Configuration Options (if access is granted to user)

  • The Administrator can assign client templates in Interaction Administrator and control whether a user can alter these settings
  • Alerting
    • General
      • Ring telephone
      • Ring computer
      • Ring when on the phone
      • Pop client
      • Auto select interactions after disconnect
      • Timeout for incoming calls
    • Parked call
      • Display desktop alert
      • Play audio alert
    • Voicemail/Fax Alerts
      • E-mail
      • Call telephone number
      • Pager number
      • Set Alert reason – i.e. new voicemail, new fax
      • Set Alert time of day
    • My Interaction Ring Sounds
      • Allows ring sounds to be set for each different interaction types (Calls, Faxes, Voicemails)
    • Desktop Alerts
      • Displays a desktop dialog box (toast) for alerting interactions and camped calls. The desktop alert dialog box pops up in the bottom right corner of the Windows desktop. The dialog box fades automatically depending on the type of alert.
  • Calls
    • General
      • Timeout
      • Use advanced dialing options (account code, dial on behalf of workgroup)
      • Analyze outgoing external calls
      • Show alert dialog when call is no longer secure (New in IC 3.0)
      • Enable call waiting
      • Mute calls when transferring
      • Open new window for incoming calls
      • Connect oldest held call when phone is picked up
      • Set operator target number
    • Follow Me
      • Specify phone number(s)
      • Timeout
      • Use Pin (Y/N)
      • Screen calls – prompts caller to record name then plays it to user before call is connected and offers the option to connect or send to voice mail
    • Call Coverage
      • Allows user to configure which interactions will be forwarded to another user. Typical use may be for an assistant to take calls
      • Coverage options
        • Forward (all, internal, external or unknown calls)
        • “Do Not Disturb” forward (all, internal, external or unknown calls)
        • “On the Phone” forward (all, internal, external or unknown calls)
        • Do not Answer forward (all, internal, external or unknown calls)
      • Coverage Number
        • Specify what number to send calls to
        • Specify action if caller leaves a voicemail
    • Personal Prompts
      • Allows a user to record different prompts and to configure when Out Of Office and Agent Greeting prompts are active
      • Activate out of office message
      • Activate voicemail greeting
      • Record “out of office” greeting
      • Record “No answer” greeting
      • Record “follow me” greeting
      • Record name
      • Record agent greeting
      • Record Available, Forward Message
    • Monitored Appearances
      • Set up monitored appearances to observe the activity of several users at the same time
      • Add/Remove monitored queues
      • Settings for monitored queues monitored
        • Ring telephone
        • Ring computer
        • Ring when on the phone
        • Pop client
        • Display desktop alert
        • Specify ring sound
    • Pages
      • Manage client page layout
      • Add/Remove pages from client view
    • General
      • Show status icon in system tray
      • Confirm drag and drop operations
      • Confirm single click dialing
      • Sort account codes by account number
    • Plug-ins
      • Manage Interaction Client plug in applications (i.e. Optimizer schedule)
    • Auto Status Changer
      • Automatically change status when computer locks or screen saver starts
      • Specify what status is set to
      • Specify exempt auto change statuses
      • Specify what status should be when computer is unlocked or screen saver is turned off

Docking Views

  • docking viewsFlexible docking architecture that allows users to drag pages from zone to zone
  • Provides flexibility for user to create a view for how they work

Personal Rules

  • Automatically manage your interactions via configured rules
  • Create a new rule with the wizard based on an event – the event supported in this release is “When an incoming call is received”
  • Set up a new rule based on a template
  • Select the order in which the rules are processed
  • Set up new, edit, copy and delete personal rules
  • Make a call rule active or not
  • View the entire rule
  • Define when rule applies
    • Time Call is Received; After, Before, Between dates, Between time of day, On a particular day
    • Logged in remotely, status is DND, forward, available status, in a particular named status
    • The call has an attribute, is on a particular queue,
    • The caller has the phone number (callerID), has an attribute, particular name, or is from a particular classification of phone number (long distance)
  • Actions: Alert me even if I am in a DND status, play text to the caller, put toast on my desktop with a custom message, place the call on hold, disconnect the caller, mark the call as private, play a wav file, change my status to, send the call to voicemail, send an e-mail with a customized message, speak a customized Text-to-Speech message to the caller
  • Apply Exceptions: Handle the same condition as the incoming call yet process it as an exception Rule Wizard

Call History Page

  • View recent history of all calls placed/received. Columns include disposition, name, number, start, end time, duration.call history

User Help

  • Access a variety of Interaction Client help information
  • Customer feedback form and button to give Interactive Intelligence feedback on client features

Status Bar

  • Displays current connection state
  • Displays name of user’s currently active station
  • Voicemail indicator – opens voicemail viewer page
  • Notification Icon – indicates notifications exist
  • Notification List – presents text notifications in stock ticker-like format
  • Message Viewer – view full text of each notification message without waiting for message to scroll

Response Management (New in IC 3.0)

  • response managementA library of pre-defined responses, such as text, URLs, and files to streamline repetitive responses and boost productivity
  • Drag a response from a list and drop it in a chat or attach it to an e-mail reply
  • Organized into custom categories and displayed in a tree view
  • Libraries can be defined as system-wide or personal

Ease of Deployment

  • Interaction Client is part of the User Apps install. This install is a msi install that can be pushed out via e-mail, web page, group policy or other msi deployment tool. (New in IC 3.0)
    • Interactive Update can be configured to automatically download and install new software updates. Interactive update does not require the Interaction Client to be running in order to download new updates. (New in IC 3.0)
    • Session Manager – server-side architecture for client connectivity. Session Manager is installed on the CIC server or on an alternate server. It manages the client connections, sends updates to the .NET client, and uses intelligent caching of information.

Interaction Client Extension Library API (IceLib) (New in IC 3.0)

  • Programming API that allows developers to create customer applications that leverage the Interaction Center
  • Designed for modern .Net languages such as C# or VB .Net
  • Manages connections with the CIC server, specifies authentication and station settings, watches for connection statechange events, and performs actions relative to the connected Session user
  • Ships with full-featured sample applications in several languages

Windows Call Control Toolbar (New in IC 3.0)

  • Allows user to manage telephone calls while working in applications other than Interaction Client
  • Ideal for users that desire a minimal interface

Interaction Client Mobile Edition (New in IC 3.0)

  • The Interaction Client Mobile Edition (ICME), is a version of the Interaction Client that is designed to run on mobile devices. IC 3.0 release of ICME will run on Microsoft Windows Mobile 5 or 6 in either the Smartphone or Pocket PC Phone form factor.
    • Call Control Features:
      • Pickup, Hold, Disconne
      • Send to voice mail
      • Record and pause recording
      • Mark as private
      • Transfer
      • Conference
    • Directory Access:
      • Company Directory tab 09.16.08 (New in Disconnect, Mute)
      • IC Private and private contacts tabs
      • Other directory tabs available as configured in Interaction Administrator
      • Outlook contact card integration. For example, dial business, home, mobile.
      • Send email option
      • Send SMS
      • Search capabilities with paged results
      • Mapping feature (Google Maps Mobile) from contact address information.
    • Presence:
      • Same presence list as desktop Interaction Client
      • Set status notes and until date and time.
      • Logged In and On the phone indicators
      • Additional Client Pages:
      • Call History
      • Voicemail
    • Connectivity:
      • Ability to switch active call from desktop phone to mobile phone seamlessly.
      • Pure Cellular – cellular network for both voice and data paths.
      • Mixed WiFi Mode network for data connection and cellular network for voice path.
      • Dual Connection HSDPA cellular network for data connection and user provided phone line (i.e. home phone) for voice path.
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