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Interaction Dialer Manager Help

Interaction Dialer is a client/server extension that adds automated dialing, manual calling, and campaign management features to CIC servers. Since Interaction Dialer is a CIC application, it utilizes CIC's architecture, feature set, and event processing engine. Campaigns can scale to hundreds of agents at one site or thousands across multiple locations. Campaigns can run simultaneously across multiple CIC sites but are administered centrally.

  • Interaction Dialer conducts campaigns by contacting a list of people according to a prescribed list of rules.

  • Interaction Dialer places outbound telephone calls for campaigns, plays audio files to answering machines, sends faxes to fax machines, and routes calls answered by a live person to an Interaction Attendant profile or directly to Dialer agents.

  • Interaction Dialer's Manual Calling feature provides you with the ability set up a Dialer server to manually call customers when the situation warrants non-automated calls.

As you use this Help system to learn about Interaction Dialer, keep in mind that this product can be configured to operate in two different ways: 1) as an automated dialing system and 2) as a manual-only calling system. For more information, see the Automatic Dialing vs. Manual Calling topic.

Help System Organization

This help system is divided into sections as follows:

Section

Description

Dialer in Interaction Administrator

This section describes the features in the main Interaction Dialer user interface, which is found in the Dialer container in Interaction Administrator. You'll use the information in this section to learn how to create, configure and manage campaigns, scripts and contact lists as well as take advantage of a whole host of configuration features built into the software. In addition, you'll find information of configuring other Dialer related settings that exist in Interaction Administrator.

Dialer in IC Business Manager

This section describes the features that Interaction Dialer adds to IC Business Manager's Interaction Supervisor component. You'll use the information in this section to learn how to monitor every aspect of an active campaign.

In addition to the Interaction Supervisor component, IC Business Manager hosts Interaction Dialer Administrator, which provides an identical set of configuration controls as found in Interaction Administrator's Dialer container.

Dialer Administration Concepts

The section explains what an administrator must know to manage Interaction Dialer effectively. Topics are sequenced to introduce concepts while building familiarity with the system.

Revisions

 

Summary of changes made to this document. 

Documentation Conventions

In this document, product titles are shortened for readability. Full titles are always used for clarity when it is necessary to distinguish between similar sounding items.

Full Title

Abbreviations used in this document

Customer Interaction Center

"CIC"

Interaction Dialer

"Dialer"

Outbound Dialer Server

"ODS", "Outbound Dialer", "Dialer Server"

Manual Calling Server

"MCS", "Manual Calling feature", "Dialer Server"

Central Campaign Server

"CCS", "Campaign Server"

Advanced Campaign Management

"ACM"

Interaction Dialer Manager

"IDM", "Dialer Manager"

Interaction Scripter API

"Scripter", "Scripter API"

Interaction Scripter .NET Client

"Scripter Client", "Client", "Interaction Scripter Client", "Interaction Scripter"

Scripter in Interaction Connect

"Interaction Scripter Client","Interaction Scripter"

Copyright symbols (©), trademarks (TM), registered trademarks (®), and other signs and indicators are omitted from titles in this documentation. These indicators are declared for Genesys  products  in the Copyright and Trademark Information topic.

Accessing Help

To Open Interaction Dialer Help press F1 in Interaction Dialer Manager to open a reference topic describing the current view. Reference topics are linked to background information, feature overviews, and procedures where applicable. You can also press help buttons () in the user interface.

Since IDM plugs into application frameworks, pressing F1 in the host framework may open a different help topic than expected. This can occur when the context of a display screen cannot be determined, when a common user interface element (such as a logon dialog for example) has focus. For best results, click help buttons where applicable.

Documentation Updates

Document Revision History summarizes changes made to this document. For overall release information, see PureConnect Release Notes in the PureConnect Documentation Library.

Last revision: August 14,2019