Introduction to the CIC Integration with Gmail

Integration of CIC with Gmail provides outsourcing of email capabilities and using OAuth with the integration provides a safer environment.

About Gmail

Gmail, part of Google Apps for Work, is a web-based hosted email application offering message threading, message labels, message search, and spam filtering.

About CIC

Customer Interaction Center (CIC) is a suite of contact center applications that has interactive voice response and IP/PBX capabilities. CIC supports several interaction management client applications. Starting with CIC 2015 R3, Interaction Desktop replaces Interaction Client .NET Edition as the primary CIC client.

Requirements

Starting with CIC 2015 R2, the integration supports OAuth 2.0. Following are the requirements for the CIC Integration with Gmail:

• Gmail with OAuth 2.0

• CIC 2015 R2 or later

Note:
OAuth is only available for customers using Google Apps for Work.

Concepts and terminology

As an administrator, you should be familiar with the following terms and concepts:

IMAP

Internet Message Access Protocol allows an email client to receive email messages across IP networks from a remote server.

SMTP

Simple Mail Transfer Protocol allows an email client to send email messages across IP networks to a remote server.

OAuth

Open standard of authorization allows users to share private resources with a third party, without sharing credentials. For example, users may share contacts, without sharing usernames and passwords.

SSL

Secure Sockets Layer protocol provides communication security across IP networks.

TLS

Transport Layer Security protocol provides communication security across IP networks.