IWeb Overview

IWeb is a collection of handlers and configuration options that enable the Customer Interaction Center (CIC) server to respond to incoming web interactions. Web Chat is the only web interaction type currently supported by IWeb.

IWeb handlers are programs that the CIC server executes to respond to an incoming Web Chat request. These handlers perform an action or series of actions, for example, routing the interaction to the appropriate workgroup queue.

A visitor to your company's website can request a chat with a CIC agent. This action creates an incoming Web Chat request to which a CIC agent can respond by using the Chat feature. The agent engages in text-based, one-on-one communication online with a remote party (the website visitor). Or, the agent can create a chat conference between multiple CIC users and a remote party.

You create Schedules in Interaction Administrator to define the dates and times that agents are available to accept web chat invitations. These schedules can be used for all web interactions routed to any CIC user. Or you can create schedules only for a specific type of web interaction routed to CIC users belonging to a specific workgroup.

Finally, you define the text sent automatically to remote parties. Also, you control whether the text, such as a welcome message, is sent or not.

Audience

The audience for the iWeb Technical Reference includes CIC administrators who want to configure Web Chat features in Interaction Administrator. It explains how to configure CIC to use IWeb to enhance chat interactions. Features of IWeb include configurable text strings that CIC can send automatically during a chat and control over whether these strings are sent. IWeb also enables you to integrate incoming interaction routing with schedules defined in Interaction Administrator.

CIC client

CIC supports two interaction management client applications. “CIC client” refers to either Interaction Connect or Interaction Desktop.

Installation

The IWeb feature is included in the CIC  installation. No separate installation is necessary.

Licensing

Following are the licensing requirements for Interaction Web Tools.

Server licensing

• Intercom Chat (agent to agent Chat) is included with all CIC products. The other Web Tools require additional licensing.

• The full functionality of Web Tools is available for Genesys CIC only, in the CIC Advanced Server license or as a Web Tools add-on license.

CIC client licensing

For CIC client users, the Client Access license or ACD Access license is required.