Contents

Overview of Interaction Administrator

Important: Interaction Administrator is available in several different editions: Interaction Administrator, Interaction Web Edition, and Interaction Administrator Server Manager Administrator Edition. In this help system, "Interaction Administrator" denotes the specific edition that you are using. 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 Interaction Administrator editions.

Interaction Administrator allows the system administrator to configure virtually every aspect of CIC - from the telephony hardware and inbound/outbound phone lines on the server, to the appearance and security levels of each user’s CIC client.

Other configurable features include:

Fax resources and fax groups
Dial plan configuration and dialing privileges for the server
Telephone lines and line groups, including an SMDI interface
Customizations for T1, ISDN, and other digital line interfaces
Stations, such as PCs, telephones, internal and external fax resources
Users, Roles, and Workgroups, including ACD agent and skill configuration
Account codes for designated types of calls and account billing
A collective for easy communications across multiple CIC sites
Administration , security, and user privileges
CIC report logs and reports for tracking phone system activity
CIC handlers, parameters, and other system initialization functionality
Status messages
DDE actions for invoking third party applications with each call
Data manager configuration for speed dial lists and directories
Response Management for creating Agent documents
Web interaction messages and URLs for the CIC Web server interface

In Interaction Administrator, functionality is organized in containers. For more information, see Containers list.