Define Secure Input Forms in Interaction Administrator

Step two for configuring Secure Input is to define Secure Input forms in Interaction Administrator. CIC displays these forms to the agent when the agent starts a secure session. The agent enters non-confidential information that the customer provided, and then starts the secure session. In the secure session, the customer uses the IVR system to enter confidential information.

Note: Secure Input forms let the agent enter non-secure data (such as customer name and product purchased) in preparation for the secure session.

For a complete list of the configuration steps, see Secure Input Configuration.

To define Secure Input forms in Interaction Administrator

1. Open Interaction Administrator.

2. In the navigation pane, click the Secure Input Forms object under the People container.

3. In the right pane, right-click and then click New from the resulting shortcut menu.

   

   The New Secure Input Form dialog box appears.

   

4. In the Name box, enter a name for this Secure Input Form.

5. In the Form type list box, click one of the following items:

   • Simple - Accepts text input from the agent

   • Custom - Accepts input of various types with attributes that you specify in an add-on.

   Note: Custom forms require you to write an add-on for the CIC client through which you want to use Secure Input. For more information about custom forms, see Appendix: Custom Secure Input forms.

6. Click OK. The Secure Input Form Configuration dialog box appears.

   

7. On the General tab, provide information for the following:

   • Dialog title Type the text to display to the agent as the title of the Secure Input form.

   • Description - Type the text that describes the form, such as purpose or occasion for usage. CIC clients display this description when the agent selects the Secure Input form.

• IVR Handler - Click the handler to use to start the secure session when the agent invokes it. The IVR Handler list box displays only those published handlers that start with a Secure Input initiator.

8. To add fields to the Secure Input form, click Add. The Add Form Field dialog box appears.

   

9. In the Add Form Field dialog box, provide the specified information for the following:

   • Field ID - Type an identifier that CIC uses for the secure data field. CIC uses the Field ID to identify data items that it sends to the validation service.

   • Display name - Type a label to display for the Field ID control of the Secure Input form.

10. Click OK. Interaction Administrator adds the field to the new Secure Input form.

11. Continue adding fields as necessary.

12. To edit the configuration, appearance, and order of the fields for this Secure Input form, click Edit, Remove, Move Up, and Move Down.
    
    

13. To define custom attributes for CIC to use with the Secure Input form, use the Custom Attributes tab.

14. To provide any notes for this Secure Input form, use the History tab.

15. Click OK. Interaction Administrator saves the new Secure Input form and makes it available for interactions.