• Contents

What's New in Interaction Connect

Genesys introduced the following changes and enhancements in Interaction Connect releases.

2021 R4

  • Secure Input

To access secure input and process the secure input. For more information, see Secure Input.

2021 R3

  • Consult button

To consult with other Agent during a call by dialing a specific number associated with a selected directory entry. For more information, see Consult.

2021 R1

To get the latest status of the directory use Refresh button in directories.

2020 R4

  • Agent Statistics

    You no longer need the Interaction Supervisor Plug-In: Workgroups license to monitor your statistics in the Agent Statistics view. You can see your current or previous shift or period interaction statistics for any workgroup to which you belong. For more information, see Display and Configure Agent Statistics.

Widget Updates

Some widget updates occur outside the CIC release cycle. These updates do not depend on the CIC version number.

  • WebChatService.setBotName (May 2020)

    This new widget extension provides an API to allow the customization of the bot name. For more information, see PureConnect Widget Extensions.

2020 R3

  • Two-way file transfers

    Interaction Connect users can send files to website visitors who use the Web Chat widget. A new Attach a file icon appears in the Current Interaction view. Administrators can also enable Interaction Connect users to receive files from these website visitors. When an administrator enables inbound file transfers, an icon for Accept file transfers appears in the Current Interaction view.

    Administrators can limit the types, number, and size of files a website visitor can send. An Interaction Connect user must invite the website visitor to send a file. For more information, see Configure Inbound File Transfer Settings, Accept and Send Files During a Chat, and Chats and the Current Interaction view.

  • Administrator Views button

    Administrators with the appropriate rights now have a quick access button for the administrator views. These include shortcuts for the Account Codes view, Social Media view, Widgets view, and the Inbound File Transfer Settings dialog box. For more information, see Administrator Views.

  • Client Templates

    Administrators can create and manage client templates in Interaction Connect. Interaction Connect client templates display selected views in pre-determined locations. CIC administrators use Interaction Administrator to apply these templates views to user, roles, and workgroups.  For more information, see Client Templates.

  • Response Management and File Uploads

    Interaction Connect users cannot include the following types of executable files (exe, .sh, and .js) when creating Personal Responses or using Response Management in an email interaction. For more information, see Create Personal Responses.

2020 R2

  • Accessibility Enhancements

    As part of a continuing program to provide accessibility enhancements based on WCAG 2.0 (Web Content Accessibility Guidelines), this release includes:

Favorite Status: You can now use the keyboard to select favorite statuses and have them appear as Fast Status buttons in the My Status section. For more information, see Set Status in Accessibility Mode.

View Navigation: You can navigate from view to view using the keyboard. Ctrl+Shift+.(period) moves to the next view. Ctrl+Shift+,(comma) moves to the previous view. For more information, see Keyboard Navigation.

My Interaction Keyboard Shortcuts: Keyboard shortcuts are now available for My Interactions commands like Pickup and Transfer. For more information, see My Interactions Shortcuts.

Keyboard creation of Conference Calls and Chats: Use the Command Palette and the keyboard to create conference calls and conference chats. For more information, see Create a Conference Call in Accessibility Mode and Create a Conference Chat in Accessibility Mode.

Improved keyboard navigation:

Tip: See Keyboard Navigation for more information about these and other navigation options.

    • When you work with Chat messages in the Current Interaction view, you can now tab to the Quote icon (reply). This icon is now highlighted on hover or select. JAWS reads out a "Do you want to reply to this message?" prompt.

    • Focus now switches automatically to the Current Interaction view when you pick up a Callback interaction. Until you pick up a Callback interaction, the focus is on the Pickup button.

    • You can tab to the various elements of an email message in the Current Interaction view when composing a reply and then tab to the Send button. JAWS will read out all elements of an email message except for the body of the message. When viewing a sent or received email message, you can tab to the subject and address fields.

    • Use Tab to navigate to all the fields and controls in the Advanced Dialing Options and Transfer dialog boxes. JAWS also reads out the contents of all fields.

    • In the Applications Settings dialog, use the Up and Down arrows to select a setting type in the left side panel. Press Spacebar or Enter to move to the right-side settings panel. Focus moves to the first element in the panel.

Streamlined Personal Prompts configuration: When you configure personal prompts, you no longer have to expand sections one at a time for each type of personal prompt. You can now just tab to the Record and Play options for each type of prompt. For more information, see Personal Prompts.

Note: This enhancement applies to all users.

Improved contrast in the user interface:

Note: To see these enhancements, you must enable Accessibility Mode.

    • Outlines with dashes provide better contrast for the currently selected column heads, table cells, and toolbar buttons.

    • A solid border indicates your cursor is hovering over a toolbar button. A focused or tabbed over toolbar button has an outline with dashes. A selected button has a solid line.

    • Black numbers on badges make them easier to read.

    • WhatsApp Direct Messages
  • WhatsApp Direct Messages

    Note: The 2020 R2 release Early Access Program introduced support for receiving and replying to inbound WhatsApp direct messages. WhatsApp support will be available in patches for the 2020 R2, 2020 R1, and 2019 R4 releases. Contact your sales representative for more information about the Early Access Program.

    WhatsApp is the most popular instant messaging app worldwide, with over 1.5 billion users from 180 countries. Interaction Connect now supports WhatsApp as a Direct Messaging Social Media channel. Social Media administrators can configure one or more WhatsApp channels in the Social Media view. A WhatsApp channel routes WhatsApp direct messages to a designated workgroup.

    With this integration with WhatsApp and its direct messaging capabilities, we continue to expand the messaging channels supported within PureConnect (Facebook and Twitter messaging are already supported) so that customers and agents can communicate using the channels they already prefer.

    To manage WhatsApp direct messages, agents require an ACD WhatsApp license. For more information about requirements for administrators and agents, see Managing Social Media. For more information about WhatsApp and Interaction Connect, see Configure Social Media, Configure WhatsApp Channels, and WhatsApp Direct Messages.

2020 R1

  • Accessibility Enhancements

    Interaction Connect includes accessibility enhancements based on WCAG 2.0 (Web Content Accessibility Guidelines). This includes screen reader support, keyboard navigation, and a new Command Palette for command shortcuts. For the visually impaired, there are improved contrast ratios for text and links and support for content resizing up to 200%.

  • E911 Emergency Calls

    Interaction Connect supports E911 (Enhanced 911) for emergency calls. E911 provides a caller's location information to 911 dispatchers. The E911 service provider, West Corporation, validates and provisions this emergency location information.

    Warning: West stores the user's or station's extension in a database and maps this extension to the physical address. If your PureConnect administrator does not enable the Enhanced 911 feature, changes to these extension numbers are not updated in the West database.

    PureConnect routes 911 calls to the nearest 911 service provider (West) who forwards the exact location to nearest PSAP (Public Safety Answering Point). The PSAP can then quickly dispatch emergency services to your exact location.

    Agents can dial 911 from any client including Interaction Desktop, PureConnect for Salesforce, or Interaction Connect. But agents can update their emergency details for managed and non-managed stations only from Interaction Connect or Interaction Administrator. Agents who logon through WebRTC or who use a remote number can update emergency information only through Interaction Connect.

    Note: If you log on without a station or use a remote station, the Enhanced 911 feature is not available. For more information, see Stationless Logon and Remote Station Types.

  • Web Chat Enhancements

    Use these new features when participating in a chat.

    • Insert an Emoji in a reply.

    • Quote an earlier message in a chat conversation when replying.

    • Use multimedia in your replies. Insert an https link to a video, an audio file, or an image. Interaction Connect embeds a video or audio file player or displays the image in your view of the chat.

      Note: The links are transmitted to chat participants. Visitors using the Interaction Web Tools chat or chat widget on your company website can click the link and open it in a separate browser tab.

      Example: An embedded video player appears in the Current Interaction view for supported formats like YouTube, Vimeo, and Imgur.

We have improved the chat interface in the Current Interaction view in other ways.

    • Chat messages and replies appear in chat bubbles.

    • Icons indicate if you are talking with a customer or another agent.

    • Message indicators appear on the My Interactions and Current Interactions tab alerting you to new or unread chat message needing a response.

    • The typing indicator is now text instead of an icon.

2019 R4

  • Genesys Cloud Bridge Replacement

    Beginning with CIC 2019 R4, the PureCloud for CIC integration was renamed to Genesys Cloud for PureConnect. The new Cloud Bridge subsystem is a replacement for the Bridge Server platform previously used for integration with Genesys Cloud. For more information, see the configuration details in the Interaction Administrator help and the Genesys Cloud for PureConnect Administrator's Guide in the PureConnect documentation library.

  • WhatsApp Direct Messages

    Interaction Connect now supports WhatsApp as a Direct Messaging Social Media channel. Social Media administrators can configure one or more WhatsApp channels in the Social Media view. A WhatsApp channel routes WhatsApp direct messages to a designated workgroup. For more information, see Configure Social Media and Configure WhatsApp Channels.

2019 R3

  • Journey Map

    Journey Mapping is a new Interaction Connect feature. Journey Mapping is a history of interactions between PureConnect client users and outside contacts. It tracks various types of interactions (phone, fax, email, web chat.) For more information, see Journey Map.

    Requirements: Customers who have Tracker licenses need not buy any new licenses to use this feature. For more information, see Journey Map Licensing and Rights.

  • PureCloud Directory view

    This is no longer supported as of 2019 R3.

  • Support for Arabic

    Arabic is now available as a language selection for Interaction Connect. You can change the language used in the interface when you log on to Interaction Connect. For more information, see Logging On.

2019 R2

  • Auto select interactions after disconnect

    When you enable this new alerting option Interaction Connect automatically selects the oldest interaction that is not disconnected when you disconnect your current interaction. See Alerting Options.

  • Genesys Altocloud

    Altocloud Chat interactions are now indicated by a standard Chat icon with an Altocloud badge.

  • Web Chat Widget Subject

    The information entered in the Subject field on new chats created by the Web Chat widget now appears in the Notes property on Chat interactions. For more information, see Web Chat in Widgets Plugins Configuration.

2019 R1

  • Altocloud

    Altocloud is a customer journey analytics platform that analyzes all kinds of visitor journey behavior and data. Your organization can use it to observe and analyze visitors on your digital properties, such as websites. Altocloud can predict what it will take for visitors to achieve a desirable business outcome, and then acts to offer the most appropriate and effective channel to assist them in completing their journey.

    The Altocloud view displays a visitor's journey on your company's website. It gives you a real-time visualization of their experience and enables you to assist them in achieving their goal, whether it is ordering a product, requesting a quote, or some other specific milestone.

  • New Genesys Widgets

    Interaction Connect supports the configuration of more Genesys Widget types for use in your company’s website. For more information, see Widgets Plugins Configuration.

    • Callback: Website visitors can request a call from one of your support agents. PureConnect routes this as a Callback request interaction to a designated queue.

    • Call Us: Website visitors can call selected phone number displayed on the Call Us widget.

    • Offers: Use the Offers widget to display a product or promotion along with an image or a video. You can select from Toaster or Overlay mode.

    • Sidebar: The Sidebar widget displays icons, titles, and command shortcuts for the widgets available on your website.

  • Third-Party Chatbot Support

    Requirements: For third-party Chatbot support, the IC Server must be running CIC 2019 R1 Patch 5 version or later. Alternatively, you can apply a gap ES to an IC Server running CIC 2019 R1 Patch 4. Chat Bot support also requires Interaction Connect version 2019 R1 Patch 5 or later.

    Support for Google DialogFlow, Amazon Lex, and IBM Watson is included in this release. Support for other third-party chatbots will follow. You configure any of these third-party chatbots in the Interaction Connect Widgets view. For more information, see Widgets Plugins Configuration.

    This release also provides the ability for widgets to use websockets when talking to chatbots. It also enables an optional server parameter, webhook, within the ICWS web chat API that eliminates polling the server.

  • Rebranding

    We updated the look and feel of the PureConnect browser-based applications to match Genesys User Experience guidelines. There were no changes in functionality. Interaction Connect is one of these rebranded applications.

2018 R5

  • Social Media Direct Messages

    Social Direct Message is a new interaction type that enables agents to respond to private messages sent to your corporate Facebook page or directed to your corporate Twitter account. Interaction Connect users can now receive and reply to these ACD-routed social media interactions in the familiar Current Interactions view. For more information, see Social Media.

    Administrators can configure different ACD workgroups for Social Media Conversations and Direct Messages. For more information, see Configure Facebook channels and Configure Twitter Channels.

    Agents can review and acknowledge scorecards or review recordings of their Direct Message interactions in the My Quality Results view. See Social Direct Message Scorecard.

    Special Notice: PureConnect does not support secure input in Social Media Conversations or Direct Messages. Do not include credit card numbers or other sensitive information in your replies and discourage your customers from doing so.

  • Social Media and Response Management

    You can use stored responses in both Social Media Conversations and Social Media Direct Messages. For more information, see Use Response Management in a Social Media Interaction.

2018 R4

  • Account Codes Configuration

    Administrators with the appropriate rights can configure account codes in the new Account Codes view. Account Code configuration was formerly available only in Interaction Administrator. For more information, see Configure Account Codes.

  • Alert Configuration

    Supervisors can configure their own alerts in Interaction Connect. Previously, supervisors could configure alerts only in Interaction Supervisor in ICBM. An alert appears when a statistic enters a user-defined threshold, is within bounds, or is no longer within a range of values. For example, you can base alerts for telephone calls on calls longer than a specific duration, average hold time greater than a specific value, and many other metrics.

    Requirements: To configure alerts, you need the Interaction Supervisor Plug-In: Workgroups license. To use this license, you must also enable supervisor features. You can view your active alerts in the Active Alerts view. To add views, you need the Customize Client Security right. For more information, see Manage Alerts.

    Warning: PureConnect does not support simultaneously logging into Interaction Connect and ICBM to manage alerts.

  • Genesys Widgets

    Widgets are streamlined and lightweight elements you can add to your company’s website to support activities like chatting with an agent. Interaction Connect supports the configuration of Genesys Widgets for use in your company’s website. These widgets are easy to configure and deploy by means of code snippets you include in your company’s website. For more information, see Widgets.

    Note: The initial release supported the Genesys Chat widget.

  • Interaction Process Automation

    Interaction Process Automation (IPA) is a communications-based process automation system that manages business processes by routing work items to qualified and available members of your organization in a defined and controlled manner.

    Requirements: Only agents with the appropriate licenses and rights can use Interaction Process Automation. For more information, see IPA User Licenses and IPA User Rights. Also, IPA is available to Interaction Connect users only by special arrangement. To unlock this feature, the CIC administrator must contact Graeme Provan, Global Director of Business Automation.

    If you have the appropriate license and user rights, you can:

    • pick up a work item and complete a necessary task

    • start a process that routes work items to other members of your organization

  • Social Media conversations

    Social Media Conversation is a new interaction type that enables agents to respond to Facebook posts and mentions on Twitter. Interaction Connect users can now receive and reply to these ACD-routed social media interactions in the familiar Current Interactions view. For more information, see Social Media.

    Administrators can enable and configure Social Media interactions in the Social Media view. For more information, see Configure Social Media.

    You can review and acknowledge scorecards or review recordings of your Social conversations in the My Quality Results view. See Social Conversation Scorecard.

    Note: In a future release, social media interactions will also include Facebook and Twitter private (direct) messages.

  • Stationless Logon

    Administrative, supervisor, Interaction Process Automation, Interaction Optimizer, Social Media, and other features are available without a station in Interaction Connect. Also agents can log on and handle interactions that do not require a station (like chats and emails) without consuming a Basic Station license. Interaction Connect hides or disables features that require a station when you log on without selecting a station. For more information, see Stationless Logon.

    When you log on without a station or Client Access license, but have a Supervisor license, the new Monitored Interactions view enables you to continue to monitor interactions that you are listening to or recording. For more information, see Monitored Interactions.

2018 R3

  • Interaction Scripter

    The Interaction Scripter integration with Interaction Connect now supports custom campaign scripts. For more information about custom scripts, see Interaction Scripter.

    Note: Custom scripts written to run in Interaction Scripter .NET Client must be modified to run in Interaction Connect. Developers can find information about the required modifications in the Interaction Scripter Developer's Guide in the PureConnect Documentation Library.

    You can delay receiving calls after logging on to campaigns. You can start receiving calls when you are ready by selecting the Start Receiving Calls button in the Campaigns sidebar. For more information, see Log on to Campaigns.

  • Interaction Optimizer Integration

    Interaction Optimizer enables you as an agent to view your schedule, submit time off requests, and trade shifts with other agents. Schedule reminders appear as both desktop alerts and as badges on the Activity Feed icon. You can set reminder times for each type of scheduled activity. These setting control how far in advance you are alerted to changes in your scheduled activity.

    Your CIC administrator determines whether you have access to these Interaction Optimizer features inside Interaction Connect.

2018 R2

  • Call Security

    CIC provides call security that prevents others from listening in on a call or even determining which internal parties are involved in a conversation. When the CIC administrator configures your station to request that all calls are secure or if you are involved in a call where one of the parties has requested a secure call, the CIC client monitors a call’s security level to determine if it is secure and remains secure. Call security icons appear in My Interactions. For more information, see Call Security.

  • Custom Buttons

    Your CIC administrator can create custom buttons for the Queue Control toolbar which appears on the My Interactions view and other queue management views. A custom button can invoke a handler or an add-in. A custom button can be available for use at all times or only when an interaction is selected, or only when a specific type of interaction (such as a chat) is selected, or only when an active (not disconnected) interaction is selected.

  • Workgroup Activation Management

    A user who has an Interaction Supervisor Plug-In: Workgroups license and who has enabled supervisor features can manage other users' workgroup activation status from various places in Interaction Connect. New User Activations and Workgroup Activations buttons can appear on the Company Directory or workgroup directory toolbars. You can also manage user Activations from the Agent Statistics view. You can also manage the activation status for members of a workgroup from the Workgroup Statistics view and the Workgroup Overview.

    You use a new activation toggle control to manage activation status. You can also use this new control to manage your own workgroup activation status in the Workgroup Activation dropdown list.

2018 R1

  • Personal Prompts

    You can now record personal prompts in Interaction Connect. Personal prompts are messages you record which are played to people who call you. See Personal Prompts Options.

2017 R4

  • Web-Based phone

    You can test the microphone and speakers you select for use with the Web-Based phone. Your microphone and speakers selections are saved for the next time you log on to Interaction Connect and select the Web-Based Phone as your workstation.

  • Monitored Appearances

    You can set up Monitored Appearances to observe and manage interactions for selected users.  You can configure ring and alert settings for these monitored appearances. Access Control rights determine which queues you can view and what actions you can perform on the interactions in these queues.  See Working with Monitored Appearances and Configure Monitored Appearances.

  • Workgroup, User, and Station queue views

    If you have the appropriate Access Control rights, you can add views to display and manage interactions for selected workgroups, users, and stations. See Introduction to Queues.

    You can filter these views by interaction type, state, or assigned user. Supervisors can also set additional queue filter parameters that control the maximum number of interactions shown and the order in which they appear. See Filter a Queue View.

  • Interaction Scripter integration

    The Interaction Scripter integration enables you to process outbound calls placed by Interaction Dialer. The new Interaction Scripter view contains information pertaining to the call, the customer, and the campaign, based on behavior defined in a script. This information appears in a form that you complete. All information that you collect or modify during the call is routed back to database tables. The features available in the Interaction Scripter view are very similar to those in Interaction Scripter .NET Client (sometimes called the Dialer client.)

2017 R3

  • Create and edit directory entries

    You now have the ability to create, edit and delete directory entries.

    Note: When you have the appropriate rights, as in the IC Private Contacts directory, you can insert and delete directory entries. You need the Directory Administrator Security right to edit public directories belonging to other users. You cannot edit Company Directory entries. Some additional conditions apply when you want to add, edit or delete contacts in a private directory. For more information, see Working with Directories.

  • Create Speed Dial views

    You can now create Speed Dial views from inside Interaction Connect. You can share these views with other CIC users or keep them private. For views you make Public, you also determine if other users can add, change or delete entries or even rename the Speed Dial view.

    Note: CIC does not support LDAP data sources for General Directories or Speed Dial directories in the current Interaction Connect release.

  • Camp

    Camp is a function that can watch another user’s status and alert you when that status changes. When another CIC client user in your organization is currently unable to take your call, you can camp on that person’s extension until that person becomes available.

  • Faxes

    A new Fax view is available. It enables you to view PNG or PDF format faxes in your browser. You can sort and select the faxes appearing in this view. You can also download the fax file.

    Note: You can download and view I3F format faxes in Interaction Fax. Or you can download TIF format faxes and view them in the default Windows application for TIF files.

  • Text Messages

    ACD-routed SMS text messages can appear in Interaction Connect as chats. You interact with these text messages exactly as you would any other chat.

  • Voicemail

    A new Voicemail view is available. It enables you to view and play voicemail messages. You can sort and select the messages appearing in this view. You can also download the voicemail message file. The Voicemail view automatically refreshes when you receive a new voicemail message. A new Voicemail Message Waiting Indicator (MWI) appears when you have unheard voice mail messages.

2017 R2

  • Advanced Dialing Options

    The Advanced Dialing Options dialog box now has a Call History drop-down list that enables you to select a recently-dialed number.

  • Web-Based Phone

    The Web-Based Phone feature enables Interaction Connect user to use a web browser on a PC as a SIP telephone using WebRTC as the communication protocol. The Web-Based Phone eliminates the need to distribute, install, and configure a physical IP telephone for each agent or user, or to install a SIP soft phone application on PCs.

    Note: The Web-Based Phone requires CIC 2017 R3 for PureConnect Cloud.

  • Co-Browse

    The new Co-browse and a new Co-browse widget in the My Interactions sidebar enables you to assist visitors to your company's website. The visitor can show an agent the issue or question they have on a webpage. You can view the screen and interact with the screen to point a website visitor to information or guide them in resolving an issue. The limits of your manipulation of the visitor's screen is at the visitor's discretion.

    Requirements: Since this feature leverages PureCloud, your CIC administrator must enable the Genesys Cloud for PureConnect feature as outlined in the Genesys Cloud for PureConnect Administrator’s Guide. Co-browse is an advanced and billable feature and requires the paired PureCloud organization to be upgraded to Engage 3. Special pricing is available for existing CIC customers. PureCloud Administration is required to give co-browse permission to users. The co-browse feature is not available in Interaction Connect until your PureCloud administrator assigns you the appropriate Co-browse permissions.

  • Email on behalf of a workgroup

    You can start an email interaction on behalf of a workgroup. When you start this interaction, you are prompted to select a workgroup and outbound mailbox. This outbound email interaction can be included in Customer Interaction Center reports and statistics. Additionally, as an interaction, it could be processed by any custom email handlers in your Customer Interaction Center installation.

  • Personal Responses

    You can create your own responses, organize them in categories, and store them in a personal Response Management library. Search for and use these personal responses in interactions.

    Requirements: The Response Management Editor is available to Interaction Connect users only if you have 2017 R2 or later CIC server. For other requirements, see Working with Response Management

2017 R1

  • Workgroup Statistics

    Three new views enable you to view live statistical data for selected workgroup queues. If you have the appropriate rights, you can add the Workgroup Statistics view, Workgroup Overview, and Agent Overview to Interaction Connect. The Workgroup Statistics view enables you to view basic statistics and can help you monitor your performance and compare it to that of a selected workgroup. The Workgroup Overview enables you to view live statistical data for a selected workgroup in an efficient and highly visual format. The Agent Overview shows the activity of an agent within a selected workgroup.

  • Status Summary icon tooltip

    Tooltips for Status Summary icons now display Status Notes and Until Date and Time if available.

  • Response Management shortcuts and alternate languages.

    To use Response Management shortcuts with certain alternate languages in Windows, such as Chinese Simplified PRC, you can now press Ctrl+Alt+Space instead of pressing Ctrl+Space. For some alternate languages, Ctrl+Space changes the language setting.

2016 R4

  • Enhanced Password Requirements

    Your CIC administrator has new Password Policy options that may require you to use a minimum number of upper and lower case letters, numbers and even special characters in your CIC password. New Password Policy restrictions can also prevent you from using your phone extension or the reverse of your phone extension as a CIC password.

  • New ways to insert images in Email replies.

    You can drag and drop an image into an HTML email reply in any browser where you are using Interaction Connect. You can also cut and paste images from the Windows clipboard in all browsers except for Internet Explorer 10 and Safari which do not support this feature.

  • Genesys Cloud for PureConnect

    PureCloud is a cloud collaboration, communications, and customer engagement platform that takes full advantage of the distributed nature of the cloud.

    If your CIC administrator enables Genesys Cloud for PureConnect, you can experience the collaborative features of PureCloud. Genesys Cloud for PureConnect brings users together in a single environment that allows for seamless communication between CIC and PureCloud users by automatically synchronizing CIC and PureCloud user information.

2016 R3

  • Dial on Behalf of a Workgroup

    You can associate an outbound call with your workgroup. Primarily used for administrative and reporting purposes, this feature enables the call to count towards an agent’s and the workgroup’s statistics.

  • Drag and Drop configuration

    After you drag and drop a call to create a conference, a confirmation dialog box may appear asking you if you are sure you want to create this conference. If you have the appropriate rights, you can turn off these confirmation dialog boxes by clearing the Confirm drag and drop operations check box in the General node of the Application Settings dialog box.

  • PureCloud for CIC

    If your CIC administrator enables Genesys Cloud for PureConnect, you can experience the collaborative features of PureCloud. Genesys Cloud for PureConnect brings users together in a single environment that allows for seamless communication between CIC and PureCloud users by automatically synchronizing CIC and PureCloud user information.

  • Secure Pause a Recording

    You can use Secure Pause to avoid recording sensitive information, such as a Social Security number or credit card number, during a call.

  • Snippet Recordings

    If you have the appropriate license and rights, you can use the new Snip button to create SASF (Secure Authenticated Stream Format) interaction recordings that are stored in the CIC database. For more information about the difference between Ad hoc and Snippet recordings, see Recording Types.

    Note: Snippet recordings of email interactions are available only if your CIC administrator separately enables this feature. Snippet recordings of email interactions are not available by default.

  • Wrap-Up codes

    You can assign Wrap-Up codes to interactions associated with a workgroup queue. Your CIC administrator can generate reports to categorize call details by Wrap-Up codes.

2016 R2

  • Email

    You can use the CIC client to read and respond to ACD-routed email messages. An ACD-routed email message is sent to a mailbox associated with a workgroup. This message is then routed to the workgroup members as an interaction.

    A new Email configuration option controls whether inline images and other linked content appear in incoming email messages. Depending on the browser you use for the CIC client and type of audio file, you can click a Play button to hear audio files attached to an incoming email message.

  • Response Management

    You can use stored responses, such as answers to Frequently-Asked-Questions, to handle interactions more quickly.

  • Status Summary icon tooltips

    Point to an icon in a directory's Status Summary column to display a tooltip that explains its meaning.

2016 R1

  • Add-in Architecture

    Interaction Connect's new add-in architecture enables your in-house developers to add custom features to the CIC client.

  • Initiate an intercom chat

    You can chat with other CIC client users. In previous releases, you could participate in intercom chats if invited by another CIC client user, now you can initiate a chat with another CIC client user on the same CIC server.

  • Logon page with DOD/JITC authentication

    Department of Defense employees can use Common Access Cards (CAC) to log on to the CIC client.

2015 R4

  • Account Codes

    You can assign Account codes to interactions. Account codes are useful for organizing interactions by customer for billing purposes. Some configuration is required.

  • Additional Directories

    You can display Speed Dial, General, Station Group, Workgroup, and Workgroup and Attendant Profile directories.

  • Client Memos

    CIC administrators can create client memos to communicate with CIC client users. These memos can appear as desktop pop-ups and notifications.

  • Request Assistance

    You can chat with your supervisor when you request assistance with an interaction.

  • Save Logs

    If you experience a problem, you can generate a CIC client log file, attach it to an email message and send it your CIC support representative.

2015 R3

  • Callbacks

    Callbacks are now a supported interaction type in Interaction Connect. Using the Callback feature, visitors to your company’s website can leave a request for an agent to call them back. CIC routes the request as a callback interaction and it appears in the appropriate queue.

2015 R2

Interaction Connect GA release.

Related Topics

Add-in Architecture

Assign Codes to an Outgoing Interaction

Camp on an Internal Extension


Create Personal Responses

Create a Speed Dial View

Dial on Behalf of a Workgroup

Display the Workgroup and Profiles View

Email Configuration

Genesys Cloud for PureConnect

Initiate a Chat Session

Personal Prompts Options

Request Assistance from Your Supervisor

Save Logs

Single Sign On

Start an Email Interaction

Supervisor Client Memos

Understanding Account Codes

Understanding Wrap-Up Codes

Use the Voicemail View

Use a Response Shortcut

Web-Based Phone

Workgroup Overview

Workgroup Statistics View

Working with Callback Requests

Working with Email Messages

Working with Directories

Working with Other Directories

Working with Response Management

Working with Text Messages