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Introduction to Interaction Dialer

Interaction Dialer is a set of client/server extensions that add automated calling, predictive dialing, and campaign management features to the Customer Interaction Center (CIC) platform.

Interaction Dialer is designed to provide an efficient automated dialing system. In response to industry needs, Dialer offers a manual calling feature that disables its automatic dialing capabilities. When manual calling is used, the system becomes a Manual Calling Server (MCS), since it can only make manual calls.

You choose how you want Interaction Dialer to work, either as an automatic dialing system or a manual-only calling system, by installing the appropriate license. For more information, see MCS Considerations and Licenses used by Dialer and Scripter.

Note: Installation procedures and documentation refer to Interaction Dialer server as Outbound Dialer Server or ODS. The actual way that the server will work, either as a fully automated dialing system or as a manual-only calling system, will not be determined until after you load the license. As such, the installation procedure is the same regardless of how the Dialer server will operate after the license is installed.

What to Read First

Read the Interaction Dialer Installation and Configuration Guide carefully before installing software. It explains how to convert CIC servers to Dialer servers, how to set up a Central Campaign Server, and how to install client software.

For information about new features in Interaction Dialer, see the PureConnect Release Notes at https://help.genesys.com/cic/mergedProjects/wh_rn/desktop/introduction.htm.

Version Considerations

Starting with the 2015 R1 version, Interaction Dialer and Customer Interaction Center (CIC) are on the same build and release schedule. Since Dialer runs on top of CIC, a few special considerations apply if you are migrating from a Dialer 4 release.

Dialer Server (ODS/MCS)

The Dialer server and the CIC server must be the same version. This means that the Dialer server component of Dialer 2018 R4 can only be installed on a CIC server running CIC 2018 R4. Therefore, before you install the Dialer 2018 R4 server, you must first update the CIC server to CIC 2018 R4. If you do not first update the CIC Server, Dialer will not install.

Central Campaign Server (CCS)

The CCS component of Dialer 2018 R4 is designed to be backward compatible with older ODS/MCS versions ONLY during the upgrade procedure. This means that you can install the Dialer 2018 R4 CCS on a server and it will be able to temporarily function with a previous version of the Dialer ODS/MCS during the upgrade procedure. Once you have the Dialer 2018 R4 CCS up and running, you should immediately upgrade the CIC server to CIC 2018 R4 and then the ODS component to Dialer 2018 R4.

Under no circumstances should you run differing versions of Dialer between the ODS and CCS in a production environment.

Workstation/Client/Off-Server Components

Existing versions of workstation, client, and off-server components related to Dialer are designed to be backward compatible with Dialer 2018 R4 ONLY during the upgrade procedure. This means that you can upgrade to Dialer 2018 R4 and expect that older versions of Dialer Plug-ins, Scripter .NET Client, and ICBM views will function normally during the upgrade procedure. You should then upgrade those systems to their 2018 R4 counterparts as soon as possible to ensure the best performance and to avoid any unnecessary problems.

Interaction Scripter

Interaction Scripter has several nuances of meaning. Interaction Scripter API is a set of JavaScript extensions that web developers use to create custom scripts for outbound campaigns. Agents view custom scripts in Interaction Scripter .NET Client. Interaction Dialer supports a second type of scripts, called base scripts. Base scripts are created in Interaction Administrator. Agents can view base scripts in Interaction Scripter .NET Client or Interaction Connect. When Interaction Connect is used, its user interface for scripts is called Scripter in Interaction Connect.

Scripter in Interaction Connect

To use Scripter in Interaction Connect, you must install 2017 R3 or later versions of Interaction Dialer, CIC, CIC Web Applications, and Session Manager. For more information about installing web applications, see CIC Web Applications Installation and Configuration Guide at https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/cic_web_applications_icg.pdf.

Interaction Dialer Releases

Instructions for updating existing Interaction Dialer 4.0 GA to SU 3 and Interaction Dialer 2015 R1 and later releases are provided on the Product Information site at https://my.inin.com/products/dialer-scripter/Pages/Latest-Release.aspx.

Interaction Dialer 2.4/3.0 to 2015 R1 and later migrations

Existing Interaction Dialer 2.4/3.0 systems must migrate to Interaction Dialer 2015 R1 or later as part of the CIC 2.4/3.0 to 2015 R1 or later migration process. For more information, see the following pages on the Product Information site:

License Prerequisites

Before installing or upgrading Interaction Dialer, you must update the license file of each CIC server that will be configured as a Dialer server. For more information, see Server License Prerequisites.

Starting with the 2015 R1 version, Interaction Dialer and CIC are now on the same release schedule and the versions must match. As such, Interaction Dialer ODS 2018 R4 can only be installed on a server running CIC 2018 R4.

Audience

Several people in an organization may share responsibility for different aspects of Dialer implementation and administration. The Interaction Dialer Installation and Configuration Guide is for Certified Technical Implementers who configure server hardware and install software components. For more information, see Administrative Roles.

Client/Server Device Prerequisites

Guidelines in installation procedures summarize hardware and software prerequisites that must be in place before you can install the Dialer component. Do not install Dialer components until the destination device is set up appropriately to meet Dialer's pre-installation requirements. In some cases, you must install software from another vendor. It is assumed that you can consult third-party documentation as needed.

Domain Credentials

You must know how to log in using the IC Administrator account. Dialer servers use the Notifier protocol to communicate with the Central Campaign Server. The security of IP connections is authenticated using the login ID that was in effect during installation of the Central Campaign Server. The user ID associated with the IC service on Dialer servers must match the ID associated with the Central Campaign Server. Otherwise authentication will fail and Interaction Dialer will not start.

For this reason, you must login as the IC Administrator before setting up the Central Campaign server or a Dialer server. The Dialer server and CCS software must be installed by the same domain user, and the Dialer Server and CCS must be on a domain.