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Integrations

CIC Integration with Oracle RightNow

RightNow discontinued use of their Connect Data and XML APIs as of December 31, 2012. In previous versions of the Customer Interaction Center integration with RightNow, there were many dependencies on these APIs. In Customer Interaction Center 4.0 SU4, Genesys upgraded the RightNow integration to work with the replacement, RightNow Connect Web Services API.

Because of this change, organizations that previously deployed the integration must be aware of the ramifications and the steps required to ensure that their systems are properly configured and up-to-date. In the Universal Queue Configuration Utility, each interaction queue in the Queue Sets section requires an update to Media Type Details, which appears under Routing Modifiers. This formatting changed, and the configuration must reflect the new settings for the media details to appear correctly to the agent.

Oracle RightNow was renamed to Oracle ServiceCloud.

For information about Oracle ServiceCloud integration with PureConnect, see the following documents in the PureConnect Documentation Library:

CIC Integration with Remedy IVR

The Remedy IVR Connector provides handler tool steps to perform data dipping services within the IVR. These services include all create, read, update, and delete (CRUD) operations. This enhancement allows self-service operations prior to delivery of an interaction to the agent desktop.

Note:

The Remedy IVR Connector integration is no longer available as you can create an integration with Remedy IVR with the current functionality that comes with PureConnect.

https://developer.inin.com/blog/Pages/Remedy-8.1-Integration-Demo.aspx

CIC Integration with Microsoft Lync Server and Client Plug-in

The Microsoft Lync plug-in for Interaction Client now supports Microsoft Lync 2013. Supported features include the Lync-enabled company directory, auto off-hook functionality, and the embedded Lync client.

New Features in SU3

This section lists some of the main features that were added in CIC 4.0 SU3.