Contents

Stationless Logon

Administrative, supervisor, IPA, Optimizer, Social Media, and other features are available without a station in Interaction Connect. Interaction Connect hides or disables features that require a station when you log on without selecting a station.

When you log on with a station, you must have both a Basic Station License and a Client Access License (assigned to a user or a station).If you logon without a station, Interaction Connect hides or disables features that require a Client Access License if you do not have a Client Access License.

Tip: To log on without a station, select Another Station and then choose No Station as your Station Type. You can switch back to using a station when necessary for managing ACD-routed interactions that require a station (call or callback) or using other agent-oriented features. Or you can log on after selecting a station, but later release the station by switching to No Station. For more information, see Changing Station.

Available features

Here is what you can expect to see and do in Interaction Connect, based on how you log on and if a Client Access License is available.

Typical role	Agent	Limited Agent	Administrator or Supervisor
Log on with a Station?	Yes	No	No
Client Access License available?	Yes (License checked automatically at station logon.)	Yes	No
Make a phone call control	Enabled	Visible but disabled	Hidden
Send email	Enabled	Enabled	Hidden
Directory views	View available Make-call hyperlinks enabled Double-click dialing enabled Conference Call action available if you have security right.	View available Make-call hyperlinks disabled Double-click dialing disabled Conference Call action disabled.	View available if you have Supervisor license. Make-call hyperlinks disabled Double-click dialing disabled Conference Call action disabled.
Speed Dial views	Views available Make-call functionality enabled Drag and drop conferencing enabled.	Views available Make-call functionality disabled Drag and drop conferencing disabled.	Views hidden
Wrap-up codes	Enabled	Enabled	Disabled
My Interactions	View available All actions available according to Security Rights Monitored Appearances available in My Interactions	View available Calls and Callback interactions do not alert. Pickup and Conference actions disabled. Other actions available according to Security Rights	View hidden No interactions alert No supported media types
Monitored Interactions	View hidden	View hidden	View available only if you have Interaction Supervisor Plug-in: Workgroup license All non-monitored interactions hidden. Actions disabled by capabilities Pick-up Conference Coach Join
Queue views	View available All actions available according to Security Rights	View available Actions disabled by capabilities Pick-up Conference Coach Join	View availability governed by Supervisor license. Actions disabled by capabilities Pick-up Conference Coach Join
Call History	View available Make Call links enabled	View available Make Call links disabled	View hidden.
Workgroup Statistics and Workgroup Overview	Views available Functionality governed by Supervisor license	Views available Functionality governed by Supervisor license	Views availability governed by Supervisor license Functionality governed by Supervisor license
Scripter	Views availability governed by two licenses: Scripter license Dialer license	View hidden	View hidden
Voicemail	View available Station playback enabled	View available Station playback disabled	View hidden.
Message Waiting Indicator	Available	Available	Hidden
Add-Ins	Available Make Call API works	Available Make Call API not available New API to retrieve current station information	Available Make Call API not available New API to retrieve current station information
Personal Prompts	Configuration page visible	Configuration page visible, but disabled	Configuration page hidden
Agent views not requiring a station
Current Interaction	View available	View available	Requires Supervisor license
Response Management	View available	View available	View hidden
Fax	View available	View available	View hidden
Supervisor and Administrator views not requiring a station
Agent Statistics view	Requires Interaction Supervisor Plug-In Workgroups license. See also Display and Configure Agent Statistics.	Requires Interaction Supervisor Plug-In Workgroups license. See also Display and Configure Agent Statistics.	Requires Interaction Supervisor Plug-In Workgroups license. See also Display and Configure Agent Statistics.
Interaction Optimizer views	Requires Interaction Optimizer Client Access license. See Agent Optimizer Features and Requirements.	Requires Interaction Optimizer Client Access license. See Agent Optimizer Features and Requirements.	Requires Interaction Optimizer Client Access license. See Agent Optimizer Features and Requirements.
Genesys Cloud Integration view	View available if the Genesys Cloud Integration is installed on IC Server.	View hidden	View hidden
Co-browse view	CIC administrator must acquire Genesys Cloud Engage 3 license and configure the web-based phone feature.	CIC administrator must acquire Genesys Cloud Engage 3 license and configure the web-based phone feature.	CIC administrator must acquire Genesys Cloud Engage 3 license and configure the web-based phone feature.
Interaction Process Automation views	Requires IPA Access license. See IPA User Licenses.	Requires IPA Access license. See IPA User Licenses.	Requires IPA Access license. See IPA User Licenses.
Administrator views	Requires appropriate Administrator rights for the view. For the Account Codes view, see Requirements for Configuring Account Codes.	Requires appropriate Administrator rights for the view. For the Account Codes view, see Requirements for Configuring Account Codes.	Requires appropriate Administrator rights for the view. For the Account Codes view, see Requirements for Configuring Account Codes.
Widget Configuration	Requires appropriate Administrator Access rights. See Widgets.	Requires appropriate Administrator Access rights. See Widgets.	Requires appropriate Administrator Access rights. See Widgets.