CIC System Configuration

CIC system resources control specific features and functionality provided in the Interaction Center for the entire configuration, regardless of how many servers or users are installed. System-level configuration includes:

• Interaction Processor (IP) variables and startup handlers

• Phone number identification and pattern matches. All dial plan configuration and phone number classifications are controlled in the Phone Numbers container.

• Report , Report Log , and Accumulator activity for gathering and producing call activity reports

• System-wide parameters that can be referenced by all CIC handlers on each server

• Status messages that can be defined on the server and set on each workstation running a CIC client.

• Action definitions

• Log Retrieval

• Administrative, fax, and voice email account names

• Interaction Process Automation

• Interaction Feedback

• Fax server, Interaction Fax Viewer default attributes and fax groups that are named groups of fax devices used for specific applications.

• Database and data source configuration

• Predefined Web chat messages and URLs for agents taking Web chat sessions

• Voice recognition

• Media Servers

• SIP Proxies

• MRCP Servers

• Session Manager

• SMS

Related topics:

Exporting configuration data

Telephony_server_configuration.htm

User and Workgroup Configuration