Customer Interaction Center Architecture

The CIC system is a collection of processes that communicate with one another through the Notifier process. Processes connect to the Notifier to either make requests, to service requests, or both.

The Interaction Processor (IP) process allows users to access many of CIC’s capabilities by constructing handlers (using a set of handler tools) that communicate with the Notifier. These handlers in turn provide access to CIC’s VoiceXML facilities.