Contents

Containers list

The following table describes the containers and subcontainers in Interaction Administrator.

If a listed container does not appear in your copy of Interaction Administrator, it may mean that you have not installed the release of CIC or functionality that requires that container, or it may mean that you do not have rights to the container.

Configuration Container	Description
Collective	If you have installed Interaction Multi-Site, this is the container in which you can configure several Multi-Site behaviors.
Collective: Home Site	Configures the site identifier and password for this CIC server.
Collective:Peer Sites	Identifies other CIC servers in the collective and allows you to check connectivity and synchronize with those sites.
Server (your CIC server Name)	Configures the handlers, report logs, accumulators, and several other settings to run on this server. Note: When Interaction Administrator is connected to a backup server in a switchover pair, and you are connected to the backup server, the name of the server appears with the label "(Backup)."
Server:Lines	Configures digital lines for the server.
Server:Line Groups	Defines line groups and dial groups based on configured lines.
Server:Stations	Configures workstations, fax stations, stand-alone phones, or any other kind of station information including extension, board number, port number, etc.
Server:Stations: Templates	Configures the default behavior of stations by the type of station, such as standalone phone or workstation.
Server:Stations:Groups	Creates station groups so that you may transfer a caller to a specific group of stations.
Server:Stations:Default Station	Configures default station settings globally, including SIP stations settings.
Server:Managed IP Phones	Configures and manages IP phones.
Server:Managed IP Phones:Templates	Configures the default behavior when importing or creating new individual managed IP phones.
Server:Managed IP Phones:Ring Tones	Configures ring tone behavior for managed IP phones.
Server:Managed IP Phones:Default IP Phone	Configures the default IP phone provisioning line.
Server:Managed IP Phones:Registration Groups	Configures the settings used when provisioning managed IP phones.
Server: SIP Bridges	Configures connectivity paths (SIP bridges) between remote users and the CIC server.
Server: Audio Sources	Configures sources that continuously transmit audio and can be listened to simultaneously by multiple calls.
Server:Server Parameters	Defines parameters used by handlers and CIC subsystems for this server.
Server:Structured Parameters	Defines typed, grouped parameters that are used by handlers and CIC subsystems for this server.
Regionalization	Defines region-specific configuration options, such as locations.
Regionalization: Locations	Defines locations and endpoints (lines, stations, and servers) that share a common dial plan and sets the codec mappings for the endpoints.
Regionalization: Default Regionalization	Sets the default server location and conference settings.
Regionalization: Selection Rules	Configures rules that are used for prioritizing server use, per location.
Licenses Allocation	Displays licenses and their allocations based on users and stations.
People	Contains subcontainers where you configure users, workgroups, roles, and related functionality.
People:Default User	Controls user options, basic security and access control for all users, workgroup members, and roles. All users, workgroup members, and roles inherit these properties.
People:Roles	Defines roles, which are reusable sets of basic security settings and access control settings. You use roles to easily configure standardized security and access control levels for users and workgroups.
People:Users	Controls workgroups, options, basic security, ACD features, access control, etc., for each user.
People:Workgroups	Controls members, options, basic security, ACD features, and access control for workgroups.
People:Password Policies	Configures security policies for use with CIC passwords and apply these policies per role or user.
People:Password Policies:Policies	Defines new policies.
People:Schedules	Creates and configures schedules used to schedule menus in Interaction Attendant.
People:Secure Input Forms	Defines forms that Agents use to collect confidential customer information.
People: Wrap-up	Defines categories and codes that indicate the nature of interactions for reporting purposes.
People: Wrap-up Categories	Defines groupings of wrap-up codes for reporting and other purposes.
People:Wrap-up:Wrap-up Codes	Defines wrap-up codes that Agents associate with interactions to indicate the nature of the interaction.
People:Client Buttons	Configures buttons to appear in the CIC clients that open an application or invoke a custom handler.
People:Client Configuration	Defines templates that specify the CIC client configuration and apply these templates to users.
People:Client Configuration:Templates	Defines new templates.
People: Queue Columns	Configures which fields can be displayed in Interaction Client's My Interactions page.
People:Account Codes Configuration	Enables the account code feature for tracking incoming and outgoing calls.
People:Account Codes Configuration:Account Codes	Creates and configures account codes optionally used for incoming and outgoing calls.
People:Client Templates	Defines templates that determine how the CIC clients should look and behave. The templates can be assigned to multiple agents to simplify the installation and configuration of their stations.
People:Response Management	Creates a library of predefined responses that agents can use in chat sessions, email messages, and callbacks.
People:Response Management:Import Documents	Imports previously exported response management documents into the library of responses.
People:Skills	Defines ACD skills to assign to users or workgroups.
People:Access Control Groups	Provides a flexible way to group CIC objects in order to assign administrative access rights to users and workgroups.
System Configuration	Controls default mailbox accounts, languages, and host server configuration.
System Configuration:Interaction Processor	Configures handlers in Interaction Processor.
System Configuration:Interaction Processor:Handlers	Lists handlers active on the server.
System Configuration:Interaction Processor:Initialization Functions	Lists initialization functions used by CIC handlers (do not modify these functions).
System Configuration:Interaction Processor:Tables	Enables you to create in-memory tabular databases for fast lookups on static data by handlers
System Configuration:Phone Numbers	Defines dial plans, dialing classifications, and phone number processing.
System Configuration:Report Logs	Defines report logs that capture all call data. Several standard logs are bundled with CIC.
System Configuration:Accumulators	Defines accumulators used to hold numbers of system events for tracking and monitoring system performance.
System Configuration:System Parameters	Defines parameters that are used by handlers and CIC subsystems on all servers across the system.
System Configuration:Status Messages	Defines status messages and their attributes that appear in the CIC clients in the Status box (e.g., At Lunch, Available, etc.).
System Configuration:Actions	Defines DDE actions and commands that can be invoked when a call connects or disconnects.
System Configuration:Log Retrieval Assistant	Configures how logs are retrieved through Log Retrieval Assistant.
System Configuration:Mail	Defines multiple mail storage sources.
System Configuration: Single Sign-On	Enables users to securely log in to CIC applications through third-party authentication providers.
System Configuration: Single Sign-On: Secure Token Server	Configures the Secure Token Server, which grants authenticated users access to specific CIC applications.
System Configuration: Single Sign-On: Identity Providers	Configures the Identity Providers, which authenticate login requests from users.
System Configuration: Interaction Process Automation	Activates and deactivates published Interaction Process Automation processes.
System Configuration: Interaction Process Automation:Security Specifications	Controls access to process-level variables in an Interaction Process Automation process.
System Configuration: Interaction Feedback	Configures settings for survey recordings.
System Configuration:Fax	Controls the fax appearance, cover page, and other options.
System Configuration:Fax Configuration:Fax Groups	Defines fax groups when multiple fax resources are available to be dedicated to specific purposes (e.g., inbound, outbound, etc.)
System Configuration:IC Data Sources	Defines external data sources CIC uses for report logs, contact databases, etc.
System Configuration:Contact Data Manager	Controls general resources used by the Contact List Sources.
System Configuration:Contact Data Manager:Contact List Sources	Specifies CIC data sources to use for creating contact lists that integrate with CIC clients.
System Configuration:Web Services	(Available with Web add-on license, IC Web Services installed.) No configuration dialog exists for Web Services. You can, however, configure five parameters using the Parameters folder in the Web Services container.
System Configuration:Web Services:Web Services Parameters	(Available with Web add-on license, IC Web Services installed.) Lets you configure parameters including the join and leave messages for Chats, the CIC server name displayed for the agent's side of Chats (you might put your company's name here), the Web Services port number, and the time that visitor's URLs will remain in the Web Sessions tab after they have left the website.
System Configuration:Recognition	Configures the behavior of all speech recognition servers.
System Configuration:Recognition:Loquendo	Configures the behavior of all Loquendo speech recognition servers.
System Configuration:Recognition:Loquendo:Servers	Configure the behavior of each individual Loquendo speech recognition server.
System Configuration:Recognition:Interaction Speech Recognition	Configures the behavior of all Interaction Speech Recognition servers.
System Configuration:Recognition:MRCP	Configures the behavior of all MRCP speech recognition servers.
System Configuration:Recognition:MRCP:Servers	Configures the behavior of each individual MRCP speech recognition server.
System Configuration:Recognition:Nuance Recognizer	Configures the behavior of all Nuance speech recognition servers.
System Configuration:Recognition:Nuance Recognizer:Servers	Configures the behavior of each individual Nuance speech recognition server.
System Configuration:Media Servers	Configures stand-alone media servers to record and monitor calls on media server devices, as well as play on-hold music to callers connected with a media server device.
System Configuration:Media Servers:Servers	Sets the location and other server-specific details for each media server.
System Configuration:SIP Proxies	Configures the settings for each SIP proxy.
System Configuration:MRCP Servers	Configures options for all MRCP servers including the protocol and network adapter
System Configuration:MRCP Servers:Servers	Configures the SIP address, location, priority, and capabilities of each MRCP server.
System Configuration:Session Managers	Configures the settings for all Session Manager servers.
System Configuration:Session Managers:Servers	Configures the settings for each Session Manager server. These settings include the FQDN, the acceptable connections, and the server location.
System Configuration:SMS	Configures behavior of Short Message Service messages.
System Configuration:SMS:Brokers	Defines connection with a broker.
System Configuration:Problem Reporter	Enables an authorized user to report a problem with a CIC client to the user's support representative.
System Configuration: Problem Reporter	Enables an authorized user to report a problem with a CIC client to the user's support representative.
System Configuration: Layouts	Identifies station locations on floor plan images.
Interaction Tracker	Configures Interaction Tracker behavior that displays views of interaction history.
Interaction Tracker:Individual Types	Defines individual types such as Marketing Director.
Interaction Tracker:Organization Types	Defines organization types such as Marketing.
Interaction Tracker:iAddress Types	Defines iAddress types such as Home or Mobile.
Interaction Tracker:iAddress Subtypes	Defines iAddress sub-types to extend iAddress type such as Home 1 and Home 2.
Interaction Tracker:Tracker Attribute Types	Defines attribute types for individuals, locations and organizations to extend these types.
Interaction Tracker:Tracker Address Types	Defines address types such as billing or shipping.
Interaction Tracker:Titles	Defines titles such as Mr. or Mrs.
Interaction Tracker:Read-only Data Sources	Designates read-only data sources, so that Data Manager does not modify them.
Interaction Recorder	Configures what interactions are recorded and how interactions are recorded.
Interaction Recorder:Policy Editor	Creates policies that manage recordings.
Interaction Recorder:Screen Recording	Configures Interaction Screen Recorder.
Interaction Recorder:Remote Content Server
Interaction Optimizer	Configures Activity Types, Day Classifications, and Scheduling Units to prepare Forecasts and Schedules for Real-time Adherence.
Interaction Analyzer	Defines the keywords that Interaction Analyzer uses to monitor conversations between agents and customers.
Interaction Analyzer:Keyword Sets	Organizes keywords into logical groups.
Report Management	Configures custom reports that are run in Interaction Reporter in IC Business Manager.
Report Management:Report Configuration	Manages report metadata.
Report Management:Report Configuration Export	Exports report configuration metadata to an XML format file.
Report Management:Report Configuration Import	Imports report configuration metadata from an XML format file.
Report Management:Report System Settings	Configures the first day of a customer's work week and sets the report timeout value.