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Interaction Process Automation (IPA) provides the tools to automate just about any common process. It takes a communications-based approach to process automation, taking advantage of and building on the wealth of existing technologies and features in the PureConnect platform.

Interaction Process Automation extends existing IP communications technology to encompass process automation. The communications system becomes the process automation platform for your organization by doing the following:

  • Using Customer Interaction Center features to queue and deliver work items like it does interactions.

  • Providing presence management information to determine whether a person is available to perform work assigned to them.

  • Using skills-based routing to route work items to the people who are best able to perform the work.

IPA and CIC Clients

You can use IPA work items with Interaction Desktop or Interaction Connect, a web-based application that allows users to complete tasks that are part of a process.

Note: You cannot log on to Interaction Connect and a CIC client at the same time.

Customer Interaction Center (CIC) supports two interaction management client applications. This documentation uses the term CIC client to refer to either Interaction Connect or Interaction Desktop.

Database Support

Interaction Process Automation supports SQL Server 2005 and later versions. Customers using CIC with SQL Server 2000 must upgrade before installing the service update that contains Interaction Process Automation. Otherwise, your database administrator has to install and run the IPA database scripts manually.

Interaction Process Automation is compatible with Oracle 9i and later versions. Process Automation Server cannot store data about processes in Oracle, though it can store and retrieve other kinds of data in Oracle.