Interaction Connect Help
Interaction Connect Help
Important: Customer Interaction Center (CIC) supports two interaction management client applications. This documentation uses the term "CIC client" to refer to either Interaction Connect or Interaction Desktop. CIC client also refers to the PureConnect Integration to Oracle Service Cloud. The full product name appears at the top of each help topic. The full product name may also be used in a help topic when necessary to distinguish between CIC clients.
Welcome to CIC client, a powerful interaction management application for desktop or laptop PCs. The CIC client offers more functionality than your telephone. Use it to manage your electronic communications, including phone calls, voice mail, conference calls, ACD routed email messages, and web chats.
For more information about some of the most frequently used CIC client features, see:
- Set Your Status
- Answer an Incoming Interaction
- Place a call to a number inside or outside your organization
- Forward calls to remote telephone numbers
- Transfer a call to another person
- Transfer a call to your voice mail
- Make conference calls
- Change the sound of your incoming interactions
Note: The CIC client lets you log on to only one station at a time for security reasons. If you log on to a different station, the system drops the original station connection. You receive a message at the original station stating "Your connection has been dropped due to a subsequent logon to a different station". You can run multiple instances of CIC client on the same machine using different user credentials and the same station.
In the Application bar, click the Help icon.
Note: A printable version of the CIC client help is available on the Genesys website at https://help.genesys.com/cic/desktop/printable_documentation.htm
Using the Search Feature
You can search for specific terms in the help. A search text box is available on each page of the help. Just type whatever single word or phrase you want to search and press Enter. A list of topics containing that word or phrase appears. When searching for a phrase, use quotation marks to enclose the phrase. For example, use “directory toolbar” to return only topics that contain that exact phrase.
All the words you enter in the search box are used in the query.
The search is always case-insensitive. A search for [dtmf] is the same as a search for [DTMF].
Generally, punctuation is ignored, including @#$%^&()=+\ and other special characters.
You can learn more about Genesys products, promote and share ideas about PureConnect software, access technical support, and submit feedback about bugs and enhancement requests.
Note: You must have internet access to visit the Genesys website or submit feedback.
To visit the Genesys home page, go to http://www.genesys.com.
To access the Genesys My Support portal, go to https://genesyspartner.force.com/customercare/GenesysCommunityLogin.
Note: You must log on to this site before you can access technical support. Designated users under a Service Contract can log on to this site. Contact your PureConnect administrator to see if you can become a designated contact or if the administrator will report your issue.
To visit the PureConnect Community Forum, go to http://community.inin.com.
Note: The PureConnect Community Forum is a free and public service provided by Genesys to promote an online community devoted to the sharing of ideas and information regarding PureConnect software.
Use our social media/crowdsourcing site to submit ideas for enhancing Genesys products. Vote on which ideas submitted by others best describe the enhancements you want. Go to https://pureconnect.ideas.aha.io/portal_session/new.
To submit documentation feedback, do one of the following:
If you have a comment or question about a specific help topic, click the Send Feedback link at the top right of that topic.
Send an email message to PureConnectDoc@genesys.com.
CIC 2021 R1, revised 07/11/2022