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User and Workgroup Configuration

Each CIC user has at least one unique attribute (such as an extension number) along with many other attributes that define the user’s CIC client interface, status messages, telephone privileges, security controls, workgroup memberships, and so on. Each user inherits default values for some of these attributes from the Default User configuration container, which is the logical place to start user configuration. The CIC installation program creates a minimal set of Default User attributes that can be modified.

Each CIC user must have a network user account (for a Windows server) and have a Microsoft Exchange mail account to receive voicemail and faxes. Configuring CIC users is easier if the network and Exchange accounts are already established, but it is not required. Each user can be a member of zero or more CIC workgroups, which are logical groups of users that can (optionally) have a common telephone extension and serve as a queue for ACD calls as well as other attributes. Workgroups also inherit some default attributes from the Default User configuration container.

Wherever a user logs in to the CIC network, the Interaction Processor (IP) identifies that user by his or her unique extension number and routes calls to the extension number of his or her current workstation. IP then routes calls and tracks user interactions based on that user’s activity.