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Interaction Administrator Help
User Configuration
To define a CIC user account or change an existing user account, type or select the appropriate values in this page for the user.
Note: If you enabled the Enhanced Interaction Administrator Change log, then all of your changes on this page are tracked in that log. For more information, see About the Enhanced Interaction Administrator Change Log.
Extension
Type a unique (logical) extension number associated with this user. When this user logs on to the network at any CIC client workstation, the CIC system detects that user’s presence (by his or her extension) and routes calls to the workstation where the user logged on. If the user is logged on to more than one workstation at the same time, all connected workstations ring when a call is received for that user, regardless of the workstation’s extension number.
Notes: Be sure
the user extension numbers do not begin with a number that conflicts with
a workgroup extension or other valid queue extension. Extension numbers
can be from two to six digits but should avoid the following numbers (in
North America): 1800, 1900, 1411, 1911.
If the Enable Regional Dialing
option is selected in Regionalization
- Location, and a change to a user extension creates an extension
conflict, a message is displayed listing duplicate extensions. For later
reference when resolving conflicts, click Copy
to Clipboard to copy the listing, and then paste the content to
a program that supports CSV (like Microsoft Excel).
Mailbox User
If you are using unified messaging (such as Microsoft Exchange or IMAP
email client), select an email account to receive voicemail, faxes, and
email sent to this user. If a user does not have an email account, he
or she will not receive voice mail. The 
button
displays the Mailboxes page that lets you unambiguously specify the mailbox
for this user. If this user does not have or require an email account,
leave the field blank.
Notes: If you chose
Interaction Message Store to store and track user voice mails and faxes,
you cannot change the Mailbox User address on this page. When Interaction
Message Store is enabled, the name displayed is from information on the
Mailbox Info tabbed page. To change Mailbox User information for Interaction
Message Store, click the Mailbox Info tab.
User names and addresses must contain only valid (alpha-numerical) characters.
Password
Type a password of any length or any characters (upper and lower case are significant); it is initially displayed as one or more "*" characters. The next time you open the User configuration, the Password and Confirm Password fields will display 16 ‘*’ characters, regardless of the length of the password you entered, as an added security measure. Blank passwords are not allowed. A message appears if you do not enter a password, or if you enter a password that does not satisfy the requirements of the password policy. The default password policy requires that passwords have a minimum of 16 characters.
Keep in mind that remote callers may have to enter this password from a phone key pad. This password is required for some CIC operations, such as remote voicemail retrieval, remote CIC client connections, and Forced Authorization Codes. It is not required for local CIC client use.
Note: If you have master administrator rights, you can use the a command line executable to report on password usage within a CIC organization. Run the PWCheckU executable from a command prompt in the IC server path using a user log in switch, for example, "C:\ pwchecku -login adminuser 07158609." For more information about this utility, see the Product Information site.
For more information about passwords, see the Security Precautions Technical Reference in the PureConnect Documentation Library.
Confirm Password
Retype the password exactly as you did in the Password box.
Preferred Language
Select the preferred language for the prompts for this user. The default setting is <System Default>.
Default Workstation
From the Default Workstation list, select the name of the workstation primarily associated with the user’s account. This field will auto-complete the listing. For example, type in the letter "a" to display a listing of all stations that contain the letter "a".
For example, if USER1 is the workstation name associated with User 1's account, then USER1, or its analog phone, rings on incoming calls even if User One is not logged on to the network unless:
-
User 1 has selected a status other than Available
(for example, Do Not Disturb. -
Someone other than User 1 is logged on to the workstation. Example, if User 1's default station is Station 1, do not route calls addressed to User 1 to Station 1, as long as another user is logged on to that station (whether Station 1 is the name of the PC or the name specified in the IC command line, it doesn't matter). Otherwise, it causes a security breach.
In either case, incoming calls for User 1 go directly to User 1's voice mail.
Notes: Do not configure
as a user's default workstation any workstation intended for regular use
by more than one person.
You cannot select a remote station name as the default workstation. Remote
users must log on to IC to receive calls.
The workstation needs to have the Ring
Always setting enabled to properly set the default workstation
for the user.
IC Privacy Name
This field is used for creating an alias for agent names in chat and other displays.
NT Domain User
Type the domain qualified user log on name for this CIC user (for example, CorpDomain\SonyaM). Click the Browse button to browse domains and users, and to validate. CIC uses this field to automatically authenticate that the CIC user has a valid account in the network domain. With the appropriate value in this field, the CIC user logged in to the domain with this name can start any CIC application and CIC automatically authenticates this user as a form of security. This prevents non-IC users from starting a CIC application (such as a CIC client) and running it on the network.
If this field is blank, IC attempts to validate a CIC user from a cached list of valid CIC accounts created the first time each user logs on to IC. If IC cannot reconcile a CIC user account with a known Windows user account, the log on will fail, or an application may present an IC logon dialog to give the user an opportunity to enter valid IC and account names and passwords.
Outbound ANI
Enter the ANI/Caller ID for the system to send when this user makes an outbound call.
Notes: This option
overrides the Outbound ANI setting in Station
Options.
This Outbound ANI option does not override a call placed with a specific
Calling Party Number and Calling Party Name. Call Forwarding and Follow-me
numbers placed as outbound calls use the Forwarded Parties ANI and Name
where allowed.
Exclude From Directory
Select this check box to exclude the user from the company directory listing. Note that this excludes the users from being searched from other parts of the IC system, such as Interaction Recorder and reports.
Location
Select the physical location for this user. By default, <Default Location> is used.
Time Zone
Select the time zone to associate with this user. The system uses this
offset to make date and time
announcements for messages such as voicemail and vacation until date status.
Use Location Time Zone
To automatically set the user's time zone based on the user's location, select this check box.
Home Site
Select the Home Site using the
button which allows the selection of
site IDs as defined by the peer sites.
Current Site
This is the Current Site for this user, and is read-only.
Tip: To create a GIF image photo for this user to appear in a Chat Window during an IC Web Chat session, see the "Agent Photo" section in Interaction Web Tools Developer's Guide in the PureConnect Documentation Library.