interaction client core concepts - classroom manual

8/18/2019 Interaction Client Core Concepts - Classroom Manual

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Interaction Client CoreConcepts

Classroom Manual

Interaction Center 4.0

4.0 093014

Interactive Intelligence, Inc.

7601 Interactive Way, Indianapolis, IN 46278

www.inin.com


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©2014, Interactive Intelligence, Inc.

www.inin.com1

Copyright and Trademark Information

Interactive Intelligence, Interactive Intelligence Customer Interaction Center,

Interaction Administrator, Interaction Attendant, Interaction Client, Interaction

Designer, Interaction Tracker, Interaction Recorder, ION, icNotify, Interaction

Mobile Office, Interaction Optimizer, and the “Spirograph” logo design are

registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Group,

Inc., Interaction Center Platform, Interaction Monitor, Customer Interaction Center,

EIC, Interaction Fax Viewer, Interaction Server, Interaction Voicemail Player,

Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction

Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing

products are ©1997-2014 Interactive Intelligence, Inc. All rights reserved.

Interaction Dialer and Interaction Scripter are registered trademarks of Interactive

Intelligence, Inc. The foregoing products are ©2000-2014 Interactive Intelligence,

Inc. All rights reserved.Messaging Interaction Center and MIC are trademarks of Interactive Intelligence,

Inc. The foregoing products are ©2001-2014 Interactive Intelligence, Inc. All rights

reserved.

e-FAQ and Interaction Director are registered trademarks of Interactive Intelligence,

Inc. e-FAQ Knowledge Manager, Interaction FAQ, and Interaction Marquee are

trademarks of Interactive Intelligence, Inc. The foregoing products are ©2002-2014

Interactive Intelligence, Inc. All rights reserved.

Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing


Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive

Intelligence, Inc. The foregoing products are ©2005-2014 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 ©2006-2014 Interactive Intelligence, Inc. All rights reserved.

Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing


Interaction Message Indicator, and Interaction Process Automation, are trademarks

of Interactive Intelligence, Inc. Deliberately Innovative, Interaction Feedback and

Interaction SIP Station are registered trademarks of Interactive Intelligence, Inc. The

foregoing products are ©2009-2014 Interactive Intelligence, Inc. All rights reserved.

Interaction Web Portal, Interaction Analyzer, and IPA are trademarks of InteractiveIntelligence, Inc. The foregoing products are ©2010-2014 Interactive Intelligence,

Inc. All rights reserved.

Spotability and Interaction Edge are trademarks of Interactive Intelligence, Inc.

©2011-2014. All rights reserved.


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Interaction SIP Bridge, Interaction Mobilizer, Interactive Intelligence Marketplace,

Interactive Intelligence Communications as a ServiceSM, CaaS Quick Spin™, and

Interactive Intelligence CaaSSM are trademarks of Interactive Intelligence, Inc.

©2012-2014. All rights reserved.The veryPDF product is ©2000-2014 veryPDF, Inc. All rights reserved.

This product includes software d under the Common Development and Distribution

(6/24/2009). We hereby agree to indemnify the Initial Developer and every

Contributor of the software d under the Common Development and Distribution (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.

DISCLAIMER

Interactive Intelligence (Interactive) has no responsibility under warranty,

indemnification or otherwise, for modification or customization of any Interactivesoftware 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

DISCLAIMER of REGULATORY COMPLIANCE OBLIGATIONS

Interactive is not responsible for providing, implementing, configuring, and/or

coding the [Software] in a manner that complies with any laws or regulatory

requirements that apply to Customer's business or industry, including, but not limited

to, FTC and FCC regulations. Customer agrees that Customer is responsible for

ensuring compliance with all applicable laws or regulations. Customer agrees to

indemnify and hold harmless Interactive and its resellers from any and all claims,

costs and expenses arising out of or related to such claims.

DISCLAIMER

Interactive may teach techniques (for example, handler customization) that could

result in infringement liability. It is up to the end user to verify that the applicationscreated by or on behalf of the end user do not violate the intellectual property rights

of third parties.

The company names referred to throughout this document, Preferred Partners Inc.

(PPI) and Interactive Innovative Investments, Inc. are fictitious. Names of people,

http://www.inin.com/http://www.inin.com/


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characters, and/or data mentioned herein are also fictitious and are in no way

intended to represent any real individual, company, or event, unless otherwise noted.

No part of this book may be reproduced or transmitted in any form or by any means

without the written permission of Interactive Intelligence, Inc.

Materials and processes provided in this class are based on the premise based

versions of Interaction Center. All features described in this class may not be

available or configurable to CaaS customers.

"IC" and "Interaction Center" are abbreviated terms indicating the core Customer

Interaction Center™ (CIC) product from Interactive Intelligence, and are used only

for internal Education Services purposes.


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Table of Contents


Chapter 1: Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1- 1

Module 1.1: Getting Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-3

Chapter 2: Interaction Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2- 1

Module 2.1: Logging on and Exiting Interaction Client . . . . . . . . . . . . . . . . . . . . . . .2-3

Module 2.2: Interaction Client Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-11

Module 2.3: Interaction Client Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-35

Module 2.4: Interaction Client Mini Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-39

Module 2.5: Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-41


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C H A P T E R 1Getting Started

Module 1.1: Getting Started

Objectives

At the end of this chapter you will be able to:

Discuss the course structure

Identify course materials

Identify the classroom setup


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Chapter 1—Getting Started

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Topics in this module:

Welcome to the Interaction Client Core Concepts course!

Education Services Mission

Course Outline

Introductions

Facilities

Resource Materials

Conventions

How To Take Notes In The PDFs

Benefits of Certification

Certification Courses

Exams

Additional Training Opportunities

Classroom Setup


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Welcome to the

Interaction Client

Core Concepts

course!

During this course, you will learn about the Interaction Client interface.

Course Objectives —

Upon completion of this course, you will be able to:

Describe the Interaction Client interface.

Identify key elements of the Interaction Client interface.

Use the features of the Interaction Client to manage interactions.

During this class, you will receive hands-on experience with the Interaction Client.


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Education Services

Mission

To provide learning opportunities that will facilitate creation of job skills that enable

interested individuals to create business value with the Interactive Intelligence family

of products.


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Course Outline Chapter 1, Getting Started

Chapter 2, Interaction Client


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Introductions Name

Company

Job responsibility

Interaction Center experience

Expectations for the course


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Facilities Class hours — Your instructor will advise you on the hours for your class.

Snacks and Lunches — Lunch is sixty minutes long. A variety of snacks will be

provided throughout the day.

Restrooms — Your instructor will direct you to the restrooms nearest your

classroom.

Smoking — All Interactive Intelligence facilities are non-smoking. Your instructor

will advise you on the smoking policy and regulations in your training location.

Illness — Please notify the instructor if you become ill and cannot attend class. You

may contact your Instructor by calling 1-800-267-1364 or email

[email protected]. If you are in a classroom outside of the US your instructor will

provide a number to access. In the event of a medical emergency, dial 911 from any

break area phone (not the classroom phones) and then notify the Instructor.

Cell Phones — Please configure cell phones for silent mode while in the classroom.

If a call is received during class time please be courteous to the other students and theinstructor and take the call outside of the classroom.

Internet Access — Classroom computers are capable of Internet access. In addition,

Internet accessible computers and phones with local access are available in the

Education Center.

Parking — Your instructor will advise you on the parking policy at your training

location.

Networking — This is the perfect opportunity to meet industry professionals with a

variety of skill sets. Go to lunch with classmates, trade business cards, e-mails, etc.

If you have any concerns or needs during class, or if there is anything we can do tomake your visit with us more comfortable during the week, please notify your

instructor or contact Education directly at [email protected].


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Resource Materials You will be provided a USB for all of your Resource Materials:

Classroom Manual — Contains the graphics and topics covered during the class.

Lab Manual — Contains the lab exercises for each topic.

Study Guide — Contains the review questions discussed during the class.

Reference Materials — This may include white-papers and lab resources.


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Conventions The following conventions are used throughout the classroom manual and lab

manual.

By the way We are committed to providing you with an excellent training experience, and thesurveys assist us by providing historical data and general feedback, so we encourage

you to complete one after attending each class. However, if you have concerns

regarding your classroom experience, that you would like to address during your visit

with us, please let your instructor know immediately or contact [email protected].

Symbol Description

By the way This symbol is used to introduce additional

information.

A bit of advice This symbol indicates tips to make your job

easier.

Be Careful This symbol is a warning statement used to

alert you to potential harm that might affect

data or equipment.

Bold text at the top of page in left margin Bold text that appears in the left margin at

the top of a new page indicates the start of a

new topic.

Bold Text in paragraph Any word or phrase that appears in bold type

within a paragraph or instruction step refers

to text that should be typed verbatim.


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How To Take Notes

In The PDFs

You have been provided an electronic (PDF) copy of the Resource Materials for this

course. You may take notes in the PDFs.

# Step Result

1. Use the + and - signs to adjust the

PDF to fit the page.

2. Open the sticky note and text

highlighting features.

Click, View > Comment >

Annotations

3. A tool box displays on the right side

of the PDF.

4. Click the Sticky Note or Highlight

icon.

Remember to save the PDF after you

enter comments.


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Benefits of

Certification

There are different benefits of Core Technology certification depending on whether

you are a Partner, a Direct Customer, or an Indirect Customer:

Partner

The right to contact Interactive Intelligence Support at no charge

The ability to download product licenses from the Interactive Intelligence

website

Direct Customer

The right to contact Interactive Intelligence Support at no charge

The ability to download product licenses from the Interactive Intelligence

website

Indirect Customer

The skills to configure and troubleshoot their own system. This can

drastically reduce service and support-related costs, and system down time.

Indirect customers are unable to open Support tickets on iSupport and cannot

download hot-fixes or licenses. Certified Partners and Direct Customers ONLY have

the ability to complete these tasks.


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Certification

Courses

Education Services offers certification for resellers, direct customers (those

customers who have not purchased their product through a reseller) and indirect

customers in Interactive Intelligence technology.

Certification in a technology area will indicate that the reseller or customer's

employee has successfully completed a comprehensive training program in that area

that should allow him or her to more effectively support the technology.

Current Certification Requirements — http://www.inin.com/education/Pages/

4.0_Certification_Requirements.aspx

Be careful Certification allows users to obtain access to Interactive Intelligence

support staff for the certified technology. Resellers or customers that

are not certified in their subject area will be required to supply a valid

credit card number for billing purposes when calling Interactive

Intelligence support.

Access to Support and License Management is based on your

company's contract with Interactive Intelligence. If you have questions

regarding the level of access you will receive upon completion of

courses, please email our Support staff at [email protected].


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Exams Students pursuing certification will be required to pass a two-part exam:

Written Component — This portion of the exam is delivered in an electronic format

and includes multiple choice, multiple response, hot-spot, drag and drop, and true/

false questions

Practical Component — This portion of the exam is a hands-on demonstration of

skill mastery. Students will be required to demonstrate a proficiency in areas outlined

in the course objectives.

By the way Students are required to pass both components of the exam to earn credit towards

certification.

Exam success is more likely if students follow these guidelines —

Attend class daily Complete all labs

Complete all review questions

Test material will cover only information discussed in this course and associated

course-ware.

More Information — For more information on the exam process, refer to the

Interactive Intelligence web-page at: http://www.inin.com/education/Pages/

Proctored-Testing.aspx


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Additional Training

Opportunities

Education Services provides classroom and web-based training to assist you with

gaining the skills and knowledge needed to effectively use and configure Interactive

Intelligence products. If you have any questions contact us at [email protected].

Instructor Led Courses — These courses offer flexible training options:

Technical Courses - Our technical instructor-led courses provide hands-on

instruction on all of the following Interactive Intelligence products and

associated technologies.

Operational Courses - Our operational instructor-led courses and workshops

provide you with the knowledge and guidance to help you leverage the

Interaction Center products to best fit your business objectives.

For course descriptions, class schedules, class registration, and contact information

visit our website at: http://www.inin.com/education/Pages/Instructor-Courses.aspx.

eLearning — Education provides a variety of self-paced eLearning opportunities:

Online Passports - A curriculum of complete self-paced eLearning courses,

webinars, and on-demand learning offered exclusively online.

eLibraries - Online personal reference libraries of “how-to” training videos.

Self-Paced Courses - Individual courses that are designed to allow the learner

to proceed at his or her own pace.

For descriptions, demonstrations, and additional information visit our website at:

http://www.inin.com/education/Pages/Online-Learning.aspx

Roles-Based Training — Education Services provides training aligned to contactcenter roles. To determine what training is best for you visit our website at:

https://university.inin.com/content/RolesBasedTraining/


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Classroom Setup

Your workspace has been set up to emulate an Interaction Center installation. Each

workspace has the following components:

A Client Workstation

A Workstation Phone

A Lobby Phone

An External Phone


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C H A P T E R 2Interaction Client

Module 2.1 Logging on and Exiting Interaction Client

Module 2.2 Interaction Client Interface

Module 2.3 Interaction Client Configuration

Module 2.4 Interaction Client Mini Mode

Module 2.5 Unified Messaging

Objectives

At the end of this chapter you will be able to:

Describe the Interaction Client interface components

Describe how interactions are managed

Describe how to set up a conference call

Explain how your status affects incoming interactions

Describe ways to change your status

Describe how Directory views manage interactions

Describe Interaction Client configuration options

Describe Mini Mode

Define unified messaging


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Chapter 2—Interaction Client

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Module 2.1: Logging on and Exiting Interaction Client


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Interaction Client

Logging on to the Interaction Client

Using Profiles to Logon

Minimizing and Exiting Interaction Client


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Interaction Client The Interaction Client is the user interface for managing interactions. It is used to

manage your communications including phone calls, chats, emails, conference calls,

and directories.

The following is a partial list of actions performed with the Interaction Client.

Answer an incoming call

Call a number inside or outside your office

Forward calls to remote phone numbers

Transfer a call to another person

Transfer a call to your voice mail

Start a conference call

Change the sound of your telephone

Conduct a chat session

Record a personal prompt

Receive ACD distributed emails

View Client help files


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Logging on to the

Interaction Client

There are two options for logging on to the Interaction Client .NET Edition.

Click the Interaction Client .NET Edition icon on the Windows Desktop orTaskbar.

You are automatically logged on and Interaction Client .NET Edition

displays.

It uses the default profile (Default.i3client) or default settings.

The default settings use Windows logon Authentication, the default server,

and the computer name as the workstation.

From the Start menu, click through the program menus to the Interaction Client

.NET Edition. In the Startup Configuration Editor, complete the fields on the

Connection tab and click Connect.

Access Interaction Client .NET Edition from the Start menu to change thedefault profile, save another profile, or use another profile to log on.

By the way The shortcut icon on the desktop is meant to open automatically. If the user opens

Interaction Client from the Start menu, they will see the Startup Configuration Editor.


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Using Profiles to

Logon

Interaction Client automatically creates a default profile the first time a user logs on.

Defaults are created for future logons.

You can also create alternate profiles for different users who share workstationsor remote users who use different workstations to logon.

Remote Numbers and Remote Workstations — The difference between Remote

Number and Remote Workstation is that the remote workstation requires a remote

station configuration in Interaction Administrator. Remote workstations require the

remote user to always connect to the IC server using the same remote phone number.

Some call centers prefer to use Remote Workstations to ensure that remote agents are

working from the designated location and with the option of granting flexibility when

needed.

Configure a Profile — When you first start the Interaction Client, you are presented

with a logon dialog box. To configure a profile, complete the fields on the

Connection tab.

Logon Dialog Box Field Description

Use Windows Authentication Select this box if you want the Interaction Client

(IC) to use the Windows logon information.

User ID This is the IC User name assigned to the agent in

Interaction Administrator.

Password This is the User’s IC system password.

Save Password Select this box, to save your password.


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Server Type the name of the server running Interaction

Client that you will log on to.

Station Type Select the type of station you are using to run the

Interaction Client.

- assumes that you are at the

workstation that is configured as the Default User

for your User.

Workstation - select this option if you move from

one workstation to another and are required to tell

the system which one you are currently working at.

Remote Workstation – select this option to log on

remotely to a station with a specified phone number

designated to that station in InteractionAdministrator. For example: you have been given

company hardware to work from home.

Remote Number - select this option if you are

working from an ad-hoc remote location using a

single phone number for all calls to your extension.

Workstation If you selected Workstation or Remote Workstation

as the station type, enter the name of the

workstation here. If you select Remote Number,

then this field is unavailable.

Remote Number For remote access, enter the phone number where

IC should send calls.

Persistent For remote access, select this option to keep a

persistent remote connection.

For example, the first time a remote agent receives a

call, a connection between the remote phone and the

IC Client is made. If the persistent option is

selected, the Interaction Client remains connected

after the first call. The agent can then keep their

handset off hook and use the Interaction Client

interface to pick up, disconnect, and manage future

calls.


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By the way For security reasons, you can log on to only one Interaction Client station at a time.

The system drops the original station connection when you log on to a different

station. You can run multiple instances of Interaction Client on the same machine

using different user logons and the same station but it is not recommended. You can

create a profile and add the profile (or a shortcut to it) to the Windows Startup folder

so Interaction Client starts automatically when you start your computer.

Default.i3client The first time you start Interaction Client, a default

settings file is created called Default.i3client. This

default settings file can be loaded to allow you to

bypass the Startup Configuration Editor each time

you log on. You can have multiple settings files.

If you want to save your remote settings to a

different file, click Save As. When you are ready to

use a different profile, click Open.

Save As After completing the fields on the Connection tab,

click Save As. In the Save As dialog box, type a

profile name in the file name box. Use the format

filename.i3client for the file name. You can save

the profile to your desktop and double-click theicon to log on.


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Minimizing and

Exiting Interaction

Client

To Minimize Interaction Client —

Click the X in the upper right corner of the window.

When the Interaction Client is minimized, the agent is still logged on and

interactions continue to route to the user.

There are Two ways to Exit the Interaction Client —

From the Interaction Client window, select File, and then Exit.

Right-click the Interaction Client icon in your system tray, and select Exit.

A bit of advice Be sure to select Exit to log out.

For More Information — Refer to Interaction Client Help, and search under:

Starting and Exiting


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Module 2.2: Interaction Client Interface


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The Interaction Client Interface

Window Components

Interaction Client Help

Outgoing Calls

My Interactions

Queues

Interaction ID

Call State

Call History

Call Control Toolbar

Transferring Calls

Conference Calls

Primarily Management Buttons

My Status

Workgroup Activation

Directory Views

Directory Control Toolbar

Server Information

Docking Views


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The Interaction

Client Interface

The Interaction Client interface has multiple components. Interaction Client appears

slightly different and shows different columns and tabs based on the configurations

and permissions assigned in Interaction Administrator. Interaction Client can be

modified and customized through permissions and handler customizations.

We are viewing the out-of-the-box configuration.


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Window

Components

Interaction Client Title Bar —

At the top of the window is the Title Bar displaying the name of the application

(Interaction Client) and the version you are running (.NET Edition).

Interaction Menu Bar —

The Menu Bar has drop-down options that provide more functions.

File

Edit

View

Options

Tracker

Help


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Interaction Client

Help

The Interaction Client Help is an HTML-based file system with links to common

Interaction Client features. The Help files provide step-by-step instructions to

perform specific tasks and a "Tips and Tricks" section to help you efficiently perform

common tasks.

Accessing Help files — — To access Help files in all Interaction Center

Applications:

Press F1

In the Menu Bar, click Help, select either Help Contents, Help Index, or Tips

and Tricks

Select Start > All Programs > Interactive Intelligence > Online Documentation

Problem Reporter — The Problem Reporter accessible through the Help menu of

Interaction Client allows users to report Interaction Client issues from the

application. The feature allows users to:

Specify the subject and description for a problem

Include log files and a screenshot

The System Administrator can specify the location of the upload and an email

address where problem reports are sent. The email inbox designated to receive the

notifications from Problem Reporter is configured in Interaction Administrator

through the Problem Reporter container.


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Outgoing Calls Outgoing calls are placed through Interaction Client or from your telephone keypad.

Calls placed through the telephone keypad and Interaction Client use the same

processing. Telephone numbers are typed into the Interaction Client interface to

make an outgoing call.

Number Field — The Number field allows you to type a phone number and make a

phone call directly from Interaction Client(IC). You can type a combination of digits

and letters and IC will automatically change letters to digits. To see a list of

previously dialed numbers, select the drop-down arrow on right of the Number field.

Dialing Numbers with Commas, Slashes, and Letters — Special characters can

be included when dialing a phone number to reach an extension or to let Interaction

Center translate letters into digits. The special characters include:

Commas (,) - A comma causes a 2-second delay.

Slashes (/) - Numbers typed after the slash are dialed only after a connection is

made.

@ Symbol is reserved for SIP.

Letters(HELP) - Letters will be translated into the corresponding numbers from

a telephone keypad (Q is a seven, and Z is a nine).

If you typed the number 555-1212 / 101, 2222 the number is processed as

follows:

The digits 5551212 are dialed.

After a connection is made, the digits 101 are dialed.

After 2 seconds, the digits 2222 are dialed. (Dashes and spaces areignored.)

By the way If you typed the number 1800-MyMusic1. IC translates the letters to the

corresponding digits on the telephone keypad and dials the number 180069687421.

Calling an Internal Extension — You can dial an internal extension (an intercom

call) by using the telephone keypad, typing the number in the Interaction Client, or

through the Company Directory tab.

Make Call Button — The Make Call button sends the phone number entered in the

Number field to be processed to make the call. To call on behalf of a workgroup, use

the arrow on the Make Call button.


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My Interactions Below the Number field, is the My Interactions list.

The My Interactions tab is your own user queue.

It shows your incoming and outgoing calls, Internet chats, and email messages. It contains useful information about each interaction such as the number dialed,

the state of each interaction (where each is in the system), and the Call ID.

You can use the scroll bar at the bottom of the My Interactions list to see all of

the information fields.

Interaction Notifications — When you have a new incoming event (incoming call,

chat, and so on) there are four ways that the Interaction Client can notify you:

Your telephone rings

Interaction Client is configured to ring your telephone to alert you of an

incoming phone call. Your computer speakers play a sound

Interaction Client is configured to play a .wav file to alert you of an

incoming interaction.

Interaction Client appears

The Interaction Client application is configured to receive attention, and it

appears on top of any applications in which you are working.

The Interaction Client can also be configured to "pop," but not be moved to

the desktop foreground.

A Call Information window appears

The Interaction Client is configured to have the Call Information windowappear.

The Object window does not automatically close when the call disconnects

and agents could have multiple Object windows open.

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Queues A queue is a collection of interactions related to a user or station. Queues are created

and managed in Interaction Administrator. A new queue is automatically created

every time a user, station, or workgroup is added in Interaction Administrator.

By the way It is important to understand that there are user queues and workgroup queues. Every

user has a queue that displays interactions routed to them. There are also workgroup

queues that contain interactions that may be routed to them because they are a

member of that workgroup.

Queue Description —

Queues contain a collection of waiting interactions. The term queue is also used to

describe a collection of calls, or other interactions such as chat sessions, waiting to be

processed. Each queue has a unique identifier.

A user queue is the user's network logon name.

An ACD queue is the workgroup queue name.

All of the queue identifiers are defined and configured in Interaction

Administrator.

Workgroup Queue Interactions — You must have the queue tab showing in your

Interaction Client for the workgroup you are monitoring.

Access to the queue is set up in the Security settings in Interaction

Administrator.

When you pick up an interaction from another queue, a dialog box appears

warning that you do not own the interaction. The warning asks you if you really

want to perform the pickup action.


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Interaction ID The Interaction ID is the unique numeric identifier associated with an interaction,

conference, or chat.

Every interaction is provided a unique Interaction ID.

The Interaction ID log is useful for troubleshooting.


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Call State The call State identifies what is happening to the call in real time.

Call Statue Definitions —

Troubleshooting Information — The Interaction ID and Call State columns provide

valuable troubleshooting information and should not be removed.

Call States

Initializing (seen for both outbound and

inbound calls): Interaction Center is

formatting the telephone number and

looking for a line on which to place the

outbound call.

Disconnected (seen for both outbound and

inbound calls): The call is no longer active.

Offering (seen for inbound calls): The call

has been placed in a queue, but the call is not

alerting. Interaction Center is determining if

the called party is available to take the call.

Manual Dialing (seen for outbound calls):

A telephone handset has been picked up and

a dial tone is being generated.

Interaction Attendant Dialing (seen for

outbound calls): Interaction Center is dialing

the remote telephone number.

Station Audio: An audio clip is being

played to one or more Interaction Client

users.

Proceeding (seen for outbound calls): The

call is proceeding through the outside

telephone network. ‘Proceeding’ is used if

an Interaction Client user has enabled Call

Analysis.

Alerting: (seen for inbound calls): An

Interaction Client user is being notified that

he or she has an incoming call.

Connected (seen for both outbound and

inbound calls): Both parties are connected

and are able to speak with each other. If CallAnalysis has not been enabled in Interaction

Client, ‘Connected’ means the same as

‘Proceeding’.

Voice Mail: The caller is leaving a voice

mail message.

Held (seen for both outbound and inbound

calls): The call is on hold.


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Call History The Call History tab displays a listing of your incoming and outgoing calls. The

History tab makes placing return calls easy when an agent forgets a customer name or

phone number.

By the way The amount of call history data stored per user depends on the version of Client

Services running on the server and how IC administrator is configured.

Call History Retention — History is tracked for interactions that appeared in My

Interactions. This includes inbound calls, outbound, calls, transferred calls, and calls

used to retrieve voice mail messages.

Call history items are added to a user's Call History view when the call leaves

the user's queue. When a call disconnects, it stays in the queue for a couple of minutes

before it automatically disappears.

To make the removal happen more quickly, right-click on the disconnected

interaction and select Remove from Queue on menu. The interaction is

added to your Call History.

By default, call history information is retained for three (3) days or 300 calls,

whichever comes first, per user.

ClientServices on the IC server maintains the Call history.

Displaying and Removing the Call History View — The Call History tab is

displayed by default in Interaction Client.

You can choose not to display the Call History tab.

If you choose to display it, you control where it appears in Interaction Client

interface.


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Call Control Toolbar Below the My Interactions list, is a row of interaction control buttons. User rights in

Interaction Administrator determine which buttons are visible.

These buttons allow you to manage the interaction selected in the My Interactions

list. You can Pickup the interaction, put it on Hold, Disconnect, and so on.

Common Buttons — The following common buttons are typically visible to Agents.

By the way In some cases, limited visibility is wanted. For example: the Voicemail button is

debatable because it allows an Agent to send an interaction directly to voicemail.

Some call centers may not want an Agent to be able to send calls to voicemail. Pickup

Click the Pickup button to answer an interaction or take an interaction off

hold. When you click Pickup, the icon for that call changes to the

Connected icon.

Hold

To place the selected call on hold, click Hold.

To take the call off hold, click Hold again, click Pickup, or double-click the

interaction in your My Interactions queue.

Mute

To disable the mouthpiece on your telephone so that the other party or

parties cannot hear what you are saying, click Mute

Transfer

Click Transfer to open the Transfer dialog box, where you can choose a

transfer recipient and the type of transfer operation you want to perform.

Voicemail

To transfer a call to voicemail, click this button.

Disconnect

To disconnect the current interaction, click Disconnect.

By the way User rights in Interaction Administrator determine the visible buttons in the

production environment.


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Pickup an Interaction — When a call or chat arrives on your queue, it displays in

the My Interactions list, with a state of "Alerting."

One Call at a Time

If you are not connected to another call, when you pick up your telephone

handset the call automatically connects, and you can begin speaking.

More than one Call

If you are currently connected to another call, you can place your current

call on hold and pick up the new call.

Placing a Call on Hold — Calls can be placed on hold in Interaction Client by

clicking the Hold button.

A maximum hold time can be configured in Interaction Administrator.

By default, interactions on hold for longer than 15 minutes are disconnected.

The IC administrator can change the amount of time an interaction can remain

on hold and the behavior that occurs once the hold time is exceeded. For

example, your administrator may choose to transfer interactions on hold longer

than twenty minutes to another queue.

Using the Assistance button —

When an agent takes a queued interaction and presses the Assistance button, a

chat notification goes out to the designated agent.

The designated agent can pick up the chat and use Coach to assist the agent

handling the interaction.


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Transferring Calls There are several ways to transfer calls in the Interaction Client.

Transfer a call to a Directory Entry

To transfer a call to an individual in a Directory view, select the interaction,select the individual in the directory and click Transfer in the Directory

Control toolbar.

Drag and Drop a Call on a Name in the Directory

To transfer a call to an individual in a directory view, click and drag the call

on top of the name in the directory. A dialog box will display asking if you

would like to transfer the call to that person. When you select Yes, the call

will transfer and leave your My Interactions window.

Transfer a Call to a workgroup

To transfer a call to a workgroup, select the interaction and click Transfer

to open the Transfer dialog box. In the Options drop down, ensure that

Workgroups is checked. In the Transfer to field, enter the name of the

Workgroup. When the Workgroup appears, click Transfer, Voice mail or

Consult.

Transfer a Call After Consulting the Recipient (Consult Transfer)

If you want to talk to someone before you transfer a call to them, you can

do a Consult transfer. This feature allows you to talk with the colleague

before transferring the call. This gives the sending agent an opportunity to

provide background information regarding the call to the receiving agent.

To perform a Consult transfer, select the interaction and click the Transfer

button. A transfer dialog appears. In the Transfer to field, enter the name or

number of the consultant.


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A dialog box displays indicating that you are connected to the consultant.

You can choose to speak to the caller again or speak to both caller and

consultant at the same time, thus creating a conference.

After you have consulted with both parties, click Transfer Now.

Transfer a call without consulting with the Recipient (Blind Transfer).

There are two ways to make a blind transfer, both methods transfer the call

immediately. One method is to click the Transfer button to open the

Transfer dialog box, then click Transfer Now. A second method is to drag

and drop the call on another Interaction Client user.

Transfer a Call to Another Person's voice mail.

Select the intended recipient in the Directory and click the Transfer buttonand then the Voice Mail button. You can only transfer calls to an extension

which has an associated mailbox and can receive voice mail.

Transfer a Call to Your voice mail.

To transfer an incoming call to your voice mail, select the interaction and

click the Voice Mail button.


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Conference Calls In some instances, you will want to include more than one person on a phone call.

The conferencing feature in Interaction Client allows multiple people to be on the

same call. Conference calls are set up in the My Interactions area of Interaction

Client.

To Create a Conference Call — A conference call is created by dragging one call

on top of another and releasing. When a conference is created, the conference shows

up in the queue lists in a tree fashion.

The initial call is the root item, next to it is an arrow that can be clicked to

expand or collapse the conference display.

To expand the tree and view all of the callers in the conference, click the arrow

in the queue column.

You can conference both internal and external calls. When you conference internal

calls, call controls are available to all internal people on the conference call.

In version 4.0, a call can be disconnected by hanging up the physical telephone or

using the Disconnect button in Interaction Client. You will drop off the call but the

conference will continue without you in either case.

By the way In SU5, you can add a call to a conference call when the number is dialing.

Conferencing from a Directory — You can add any Directory contact to an existing

call to create a conference call. Additional contacts can be added to the conference

call as needed. Conference participants can be internal, for example other Interaction

Client Users listed in the Company Director, or they can be external, for example

personal contacts listed in your Outlook Private Contacts


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Primarily

Management

Buttons

The following buttons are used primarily by management.

Join -

The Join button allows you to join any interaction in a queue that you have permission to monitor.

Both the agent and the customer are able to hear you.

Coach

The Coach button allows a supervisor to join an interaction, and speak only

to the agent.

The caller will not know that the supervisor is on the line. Only the agent

will hear the supervisor, the caller will not.

Listen

To listen to an interaction, click Listen.

You can listen to a caller leaving a message in your voicemail, or to aconversation between two parties.

This button is unavailable if the interaction is not in a state in which the

action is performed.

The parties being listened to are not aware that someone is listening to the

interaction.

Record

To record the currently selected interaction, click Record.

The recording is saved as a .wav file.

Clicking Record the first time, starts the recording.

Clicking Record the second time, ends the recording. If the call is in a state where the action cannot be performed, or the user

does not have rights to record, the button is unavailable

By the way Interactive Intelligence, Inc. disclaims any responsibility for user or licensee to

comply with federal or state law restrictions regarding Record or Listen capabilities

of IC software. The licensee warrants and represents that the user or licensee will use

the product in compliance with any federal or state law.

Pause

The Pause button is used to pause and continue a recording session.

Private

To prevent other Interaction Client users from recording or listening to

your conversation, click the Private button. Dependent on the Interaction

Client configuration, the Interaction Center Administrator may receive a

notification that the user is conducting a secure conversation.


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My Status The status selected in Interaction Client determines how the system handles the call.

The My Status field is used to set your status. Your status determines if you are able

to receive interactions. Your status is a user status that follows you wherever you go.

It is not dependent on your station.

For example, if your status is set to the Do Not Disturb status and someone calls your

station extension, the station will not ring. The Interaction Center answers the call,

your status is read to the caller, and the call goes to voice mail.

Common Statuses — Available

If you are "Available," you will receive all calls sent to your extension and

calls from any ACD queue of which you are a member.

Available Follow-Me

If someone calls you when you are away from your office, you can set up

Interaction Client to search for you at different telephone numbers. After

locating you, Interaction Client will transfer the call to that location.

Follow-Me allows you to screen calls and set a password that must be

entered to answer the call. This is useful for users working from home, so

children do not answer incoming business calls. Available Forward

If you are going to be away from your desk but accessible at another

telephone number, you can forward your calls.

You can forward calls to an internal extension, a local number, a long-

distance number, or a cell phone.

All calls to your local extension are forwarded to the phone number

indicated in Interaction Client.

If no forwarding number is set, the call is routed to the main menu.


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Available, No ACD

If you select Available, No ACD as your status, you will receive all calls

routed directly to you through your personal User extension.

You will not receive ACD calls routed to you because of membership in a

queue.

Do Not Disturb

Statuses that have a Do Not Disturb flag will make calls go directly to

voice mail without ringing your phone.

No Answer

This status is configurable. It determines the number of seconds an

incoming interaction rings the Client station before the interaction stops

alerting and proceeds to the next step in the handler.

Hearing and Viewing your Status — Callers hear your status, such as "Bob Jones is

in a meeting." Interaction Client users can view your status.

Changing your Status — Your status can be changed through the My Status drop

down or by right clicking the Interaction Client icon in the system tray.

For some statuses, you can set a return date and time that will be played to your

callers. You can also set a status note indicating information for your colleagues.


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Workgroup

Activation

Interaction Administrator can be configured to allow users to activate and deactivate

themselves from workgroups.

The following permissions must be provided in Interaction Administrator.

“Activate Self" must be selected in Security for the user account, role, or

workgroup.

The user must be a member of the workgroup, and the workgroup must be of

type ACD.

There are two ways to change your workgroup status.

Click the Workgroup Activation icon at the end-of-Status section, then select or

clear the workgroup name in the Workgroup Activation dialog box.

From the Options menu, select Workgroup Activation which displays theWorkgroup Activation dialog box.


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Directory Views Below My Status, are Directory views.

The Directory views could include:

A Company Directory page listing all Interaction Center users at the company.

A Workgroup Directory view listing all people within a workgroup and their

statuses.

Speed Dial views for quickly accessing commonly used phone numbers, or

Public or Private Contact views.

Custom Directory Columns — Directory columns can be customized to include

additional information such as status, home phone number, logged on and forward

number. Customizing directory columns assists agents to efficiently access needed

information to handle interactions.

To customize Directory columns, right-click on the column headings and select

Status Columns from the menu.

To re-order Directory columns, click a column heading and drag it to the

wanted location, and releasing the column heading.

Using the Company Directory — The Company Directory contains the phone

number or extension for every user on the Interaction Center system and other

information.

There are several ways to view information in the company directory.

Sort by clicking any column heading.

Type a name or other search criteria in the Search field above each column.

By the way Users can be hidden from the Company Directory by checking a box in the User

Configuration in Interaction Client.


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Using the Company Directory to make an Internal Call — The Company

Directory can be used to make internal calls.

Call the default number associated with the name by double-clicking the name.

Single-click any of the phone number hyperlinks for a directory entry.

Type the number in the number field and click Make Call.

Select the name and click the Dial button in the Directory Control toolbar.


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Directory Control

Toolbar

The buttons on the Directory Control toolbar allow you to perform call functions with

your colleagues.

You can dial a number directly, camp on their line, transfer a call, and view their

properties that list phone numbers and other information. You can also start a chat

with another colleague on the same server.


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Server Information At the bottom of the Interaction Client window is a field that displays the name of the

server you are currently logged on to.

You can change the type of connection to the server, by clicking the active

workstation. A dialog box displays prompting you to change the Workstation or the

Workstation connection type.


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Docking Views The Interaction Client allows you to tailor the Interaction Client by moving views to

different zones around the screen.

Moving the tabs around allows agents and other users to arrange their Interaction

Client in a way that makes it easy for them to use. When you select a page to move, a

"directional overlay" appears allowing you to select where you want to dock the

view. The overlay that appears provides the following choices:

Create a new top dock zone

Create a new left dock zone

Create a new right dock zone

Create a new bottom dock zone

By the way The My Interactions page is not movable.

For More Information — Refer to Interaction Client Help, and search under:

Working with calls

Making calls

Transferring calls

Making conference calls


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Configuration dialog box

Displaying the Actual Icon in the System Tray


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Configuration dialog

box

Interaction Client organizes configuration options in a single dialog box. The

Configuration dialog box contains multiple settings for the current configuration.

Alerting —

Voicemail/Fax Paging - controls the methods used to alert you when you

receive a fax or voice mail.

My Interaction Ring Sounds - designates the .wav files played for various types

of interactions.

Desktop Alerts - allows you to set the length of time you want the desktop

dialog box (also referred to as "toast") to display for alerting interactions and

camped calls.

Calls —

Follow Me - allows Interaction Client to search for you at different telephone

numbers. After locating you, Interaction Client transfers the call to that

location. Interaction Client consecutively calls the telephone numbers in a

follow-me routing list.

Call Coverage - if your status is "Available, Forward," call coverage allows you

to forward your calls to another user to answer.

Personal Prompts - designates the messages that are played to people who call

you. The specific prompt played depends on your status

IP Phone —

Configures synchronization between the Do Not Disturb (DND) setting on your

phone and your Interaction Client User status.


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Monitored Appearances —

Allows the ability to control the activity of several user queues at the same

time.

Views —

Configures which directory and queue pages appear in your Interaction Client

interface.

General —

Allows you to set options for how interactions and notifications display and

respond in the Interaction Client.

Auto Status Changer —

Use the Automatic Status Changer to change your Interaction Client status

when your screen saver turns on or off or when your workstation is locked or

unlocked.

When the screen saver turns off or the workstation is unlocked, the

Automatic Status Changer resets your status and displays a desktop alert.

Automatic Status Changer is not available in Client Configuration

templates and is configurable by all users.

Key Points

Do NOT use the Automatic Status Changer if you have set up the Power

Options Properties in the Control Panel to turn off the monitor after a set

amount of time.

When the monitor's power is turned off, the Automatic Status Changer

thinks the screen saver has turned off, then it changes your status back toeither what it was before the screen saver started or to a pre-defined status

specified in the Automatic Status Changer.

Settings a user's status requires a valid connection with the IC server. If

your connection to the server drops, the Automatic Status Changer does

not change your status when the screen saver turns on or off.

In the rare case that you run the Interaction Client .Net Edition and

Interaction Client Outlook Edition at the same time, do not enable the

Automatic Status Changer plug-in in both. This is not a supported

configuration.

Enable it in only one Interaction Client.


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Displaying the

Actual Icon in the

System Tray

Some users like to configure Interaction Client to display the actual icon in the

system tray.

If you want the system tray to reflect your true status (such as On Vacation), you can

configure Interaction Client to "display the actual icon".

From the menu, select Option> Configuration > General

Select the check box next to Show actual status icon in system tray

For More Information — Refer to Interaction Client Help and search under:

Configuring Interaction Client


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Interaction Client

Mini Mode

Interaction Client Mini Mode provides a compact view of your current interactions.

If you have the appropriate Security right, you can switch between the full Interaction

Client view and one of two smaller views.

Access to Mini Mode is set up in Interaction Administrator.

You can use Interaction Client Mini Mode in either the micro view or the mini

view.

The shortcut method to access Mini Mode is to press F11 on the keyboard.

Micro View — The micro view displays your current interaction and an icon

indicating its state. Micro view is the default view for Mini Mode.

Mini View — The mini view is used to manage any non-work item interaction in your

My Interactions queue.

Use this view to change your status and set status details.

Other controls in this view enable you to make calls, check the number of your

unheard voice mail messages, and switch to the complete Interaction Client

view.

For More Information — Refer to Interaction Client Help Contents tab under:

Using Interaction Client Mini Mode


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Module 2.5: Unified Messaging


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What is Unified Messaging

Voice Mail

Sending and Receiving Faxes

Remote Message Access

Accessing the Interaction Mail System


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What is Unified

Messaging

Unified Messaging means that all communications are centrally located in your email

Inbox. All communications, whether they are in real-time (calls and Internet chats) or

handled later (voicemail, email, and faxes) are handled through the Interaction

Center.


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Voice Mail The Interaction Center voice mail functionality allows you to do many things.

When a voicemail is delivered to your Inbox, it appears as a .wav attachment.

You can open the .wav attachment and listen to the voicemail throughWindows Media Player or other audio player.

Voice mail can be listened to in your Client.

You can add a voicemail page and listen to your voicemail directly in your

Interaction Client.

The voicemail page keeps a list of your voicemail messages and allows you

to download the messages via a voicemail player.

The voicemail player allows you to control the location and the speed in

which voicemail messages are played.

A call can be sent to your Voice Mail.

Incoming calls can be "manually" sent to your Interaction Client, byclicking the Voicemail button.

You can send a Caller with whom you are connected into your voicemail

by clicking the Voicemail button on your Interaction Client.

You can listen to someone leaving a voicemail message.

Use your handset and click the Listen button to hear the Caller leaving a

voicemail message.

You will hear the message, and the caller is not aware that you are

listening.

You can pickup a call from your voicemail.

If a call transfers to your voicemail, and you want to speak with the person,you can click the Pickup button to connect to the caller while they are still

on the line.

An alternative method is to double-click the object still appearing in the

list.


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Sending and

Receiving Faxes

You can receive faxes in your Inbox. The faxes show up as an email message with a

special fax attachment.

Fax Viewer

When Interaction Client is installed, a set of fax tools is also installed,

including an Interaction Fax Viewer.

From the Fax Viewer, you can print your fax to a printer, or send the fax to

someone else.

Sending Faxes

If Interaction Client is installed with fax support, you are able to fax any

document from any application from which you can print.

The Interaction Fax appears in your list of valid printers.

When you print to the Interaction Fax driver, it automatically opens the

Interaction Fax Viewer application where you enter the fax information

such as phone number and recipient.

Interaction Fax users can select fax recipients from a public Outlook Contacts

directory.

To enable this feature, a contact folder must be created and referenced in

Interaction Administrator.


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Remote Message

Access

Interaction Mail functionality allows you to use the Telephone User Interface (TUI),

to access your voice mail, faxes, and email when you are away from your office.

Voice Mail

You can listen to voice mail over the phone, just as you would at the

desktop.

You can reply, delete and forward.

Faxes

You can forward faxes that are in your Inbox to a fax machine. For

example, if you want to read faxes while away from the office, use a

"forwarding" number and have the faxes sent to a different location.

In order to have IC "read" faxes to you over the phone, you must have the

OCR add-on installed.


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Accessing the

Interaction Mail

System

To access the Interaction Mail system

Call into your office

Dial 99 - these are the standard access digits to access the Interaction Mailsystem

Dial your User extension

Dial your voice mail password (this is NOT your network password)

Dial # - this tells the Interaction Center system that you have finished dialing

numbers

By the way The combination of your extension and voice mail password specified in Interaction

Administrator, tells the Interaction Center system who you are, and that you are a

valid Interaction Center user. If either one of these numbers are incorrect, you will be

presented with your main office greeting. For security reasons, the Interaction Centersystem does NOT prompt you for your extension or password. Nor does the system

verbally identify that you have entered an invalid extension or password. This area of

the system can be changed to fit your needs via Interaction Attendant and Handlers.

For More Information — Refer to Interaction Client Help Contents tab under:

Working with voice mail

Working with Email messages

Working with Faxes


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Lab(s):

Lab 1: Logging Off and Exiting Interaction Client

Lab 2: Change Your Status

Lab 3: Placing Calls

Lab 4: Transferring Calls

Lab 5: Create a Conference Call

Lab 6: Configure Interaction Client

Lab 7: Using Mini Mode

Lab 8: Check Voice Mail

SummaryIn this chapter we discussed:

Interaction Client

Logging on to the Interaction Client

Using Profiles to Logon

Minimizing and Exiting Interaction Client

The Interaction Client Interface

Window Components

Interaction Client Help

Outgoing Calls

My Interactions

Queues

Interaction ID

Call State

Call History

Call Control Toolbar

Transferring Calls

Conference Calls

Primarily Management Buttons

My Status

Workgroup Activation

Directory Views

Directory Control Toolbar

Server Information

Docking Views

Configuration dialog box

Displaying the Actual Icon in the System Tray

Interaction Client Mini Mode

http://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdfhttp://../LabManual/InteractionClientCoreConcepts_LabManual.pdf


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What is Unified Messaging

Voice Mail

Sending and Receiving Faxes

Remote Message Access

Accessing the Interaction Mail System

Chapter Review

1 How does the Interaction Client system "know" who you are?

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

2 What is the difference between minimizing and exiting Interaction Client?

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

3 Describe the effects of dialing the following numbers:

555-1200/101

555-1200/101,2255

_______

interaction client core concepts - classroom manual

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