User Options

Incoming Faxes

If you configure a user as fax-capable in Interaction Administrator (User Configuration-->Options-->Fax Capability), then callers to that DID hear ring-back while the handler listens for a fax. The handler then places the call on the queue. If you do not configure a user as fax-capable, the call goes directly to that user queue.

Note: If you create new users by importing them or by using Setup Assistant, the default Fax capability setting for those users is false.

Tip: See Tell Me the Difference Between DID Fax and DID Non-fax Users.

Select the Interaction Connect fax format from the Web Client Fax Format list. The options are <None> (default), PDF or PNG. This setting is only available if you do not select the Default check box (this check box indicates you want to use the default system setting).

Note: For faxes in TIFF format, select TIFF faxes in the list of security rights on the user Security tab.

When a fax is sent specifically to a user, system handlers first check for the TIFF faxes security right. If the security right isn't enabled, the system then checks the user's Web Fax Format setting.

Unified Messaging

Select the server destination from the drop-down list for messages when using SIP diversion, or click Advanced Options to specify to use the CIC user extension (default), or to use other number for Unified Messaging (UM).

Note: For UM users to receive voice mail, faxes, and email, each user will have a  uniquely named email account, which you specify in Mailboxes Selection. For more information on configuring CIC to use UM, see Unified Messaging Integration with Interaction Center in the PureConnect Documentation Library.

Interaction Alerting

Select the Auto Answer Non-ACD Interactions check box if you want CIC to automatically connect non-ACD interactions to an agent's phone. When a interaction alerts on a user's queue, you can use the Alert tool in Interaction Designer to play a tone, a .WAV file, or both, to inform the agent about the incoming interaction. These are called "whisper tones." This is useful if you are using auto-answer but want to warn an agent that another interaction is about to connect to his or her queue. If this box is selected, an agent must be at his or her station to be automatically connected to a interaction.

Clear this check box if you want to alert an agent and not automatically connect the interaction. When the agent's CIC client rings, he or she must manually click the Pickup button or pick up the handset to answer the interaction.

Note: This setting applies to DID/DNIS or ACD calls, but does not apply to non-ACD workgroups calls.

Alerting Action

Select an action to start each time a non-ACD call enters an alerting state (for example, the station rings) in a user or workgroup queue. Actions in this list are defined in the Actions container. For the complete procedure, click here.

Disconnected Action

Select an action to start each time a call moves from the Connected state to a Disconnected state. Actions in this list are defined in the Actions container in the Interaction Administrator hierarchy.

Incoming Interactions

Set the Timeout in minutes and/or seconds that an incoming interaction rings at the CIC client station before the interaction quits alerting and proceeds to the next step in the handler (for example, goes to voicemail or changes an ACD agent’s status to "ACD-Agent not answering" and offers the interaction to another agent). The  Default check box indicates the timeout value is the system default of 30 seconds. You can change the value by de-selecting the Default check box and using the up and down arrows to adjust the number (7 seconds is the minimum). Use the drop-down list to select Seconds, Days, Hours or Minutes.

Parked Interactions

Use this section to set the maximum time that a parked call, chat, email, or generic object will wait on silent hold, and to specify the extension that interaction will be transferred to when the time has elapsed.

Timeout (minutes)

Set the maximum time in minutes here that a parked call should wait before transfer to the specified extension.

Extension

Set the destination extension here for a parked call that has reached its timeout.

Tracing

Tracing allows users to set trace levels for various IceLib (Interaction Center Extension Library) -based client applications through Interaction Administrator. Click Tracing... to display the Tracing Configuration page.