Web Interaction Tools

Alert Interaction

This Web Interaction tool notifies a station queue of a web interaction (chat, callback, etc.) that needs to be picked up. This tool alerts any station the interaction's recipient is logged into. If the interaction's recipient is a workgroup, user, or line queue, any recipient monitoring that queue from a CIC client is alerted.

Alert Interaction times out if the interaction is not answered within a specific time period.

Alert Interaction changes the state of an interaction to Alerting. Only interactions in a state of Offering, On Hold, or Voice Mail can be acted upon by the Alert Interaction tool.

This tool also cancels any pending operations when transferring an ACD call to a user's queue.

Chat Goto URL

This tool sends a URL to participants of a web chat.

Chat Send File

This tool sends text to a file.

Conference Interaction

This tool creates a conference of two interactions, or adds an interaction to an existing conference

Consult Transfer

This tool transfers/merges the source interaction into the target interaction.

Create Interaction

This tool creates an interaction of specified type destined for the specified address (with the attributes provided),

Disconnect Interaction

This tool disconnects any web interaction.

Hold Interaction

This tool places a connected web interaction on hold.

Mute Interaction

This tool mutes an interaction.

Park Interaction

Parks a web interaction (chats or callbacks) on a user queue you specify. The Park Interaction tool allows the handler to park an interaction again after the original park operation has timed out. This tool allows handlers to differentiate between parked interactions timing out and held interactions timing out. For example, when a parked chat timeout occurs, the timeout triggers the Held Call Timer initiator (just as it is for held calls). If an agent parks the call, the ParkedFlag output parameter in the Initiator is set to true. The handler could then give the caller the option to park the call again.

Pickup Interaction

This tool picks up a web interaction (chat or callback) that is on hold. It cannot pick up interactions that are not in a state of On Hold. This step does not pick up an interaction that a CIC client user has already picked up.

Receive Text

This tool receives text from a remote web interaction participant.

Receive Text Async

This tool receives text asynchronously from a remote web interaction participant. The Complete Asynch Receive Text from an Interaction initiator processes the text.

Record

Starts and stops recording of a web interaction, just as if a CIC client user had pressed the Record button. If this tool stops recording, the recording object is disconnected and the standard OnDisconnect handlers fire to process the recording and send it to the appropriate party.

Send Text

This tool sends text to a remote web interaction participant.

Send To Voicemail

This tool sends a chat or other web interaction into voice mail.

Note:
CIC does not support this feature for CIC client users with an Interaction Message Store (FBMC) mailbox.

Snooze Interaction

If one or more attempts to reach the callback requestor are not successful, an agent can decide to retry the callback request later. This puts the callback request into a Snoozed state. When the Snooze period ends, WebProcessor fires the Interaction Snooze Timed Out initiator which triggers a handler that starts ACD processing of this interaction.

Transfer Interaction

This tool transfers a web interaction from one queue to another. Valid queue types include User and Workgroup queues.