Contents

Introduction to Interaction Web Tools

Interaction Web Tools enables Customer Interaction Center (CIC) agents to interact with visitors to your company's website or use chat functionality to communicate with other CIC agents. These tools enable handlers to send and receive information from webpages and make it possible to register and authenticate website visitors against the Interaction Tracker database.

Interaction Web Tools supports the following CIC client features:

Web Chat: An agent can engage in text-based, one-on-one communication online with a website visitor or create a chat conference between multiple agents and a website visitor.
Intercom Chat: An agent can chat online with fellow employees or a group of fellow employees.
Callback: Individuals can visit your website and request that an agent or member of a workgroup call them back. CIC routes the request to the appropriate agent or workgroup.
Response Management: Agents can use Response Management during a chat to send pre-defined messages, URLs, or files to a website visitor. An agent can also use Response Management for guidance in answering a website visitor's questions during a call made as a result of a callback request.
e-FAQ: e-FAQ is a centrally managed database of Frequently Asked Questions and responses. If your company has the e-FAQ knowledge management program and your agents have the appropriate user rights, agents can use e-FAQ to chat to respond to requests for information.

Note:
To use web chat or callback, Interaction Web Tools requires a web server. Intercom chat, Response Management, and e-FAQ do not require a web server.

Audience

The audience for the Interaction Web Tools Technical Reference includes:

CIC Administrators who want to connect the CIC server to a web server and to install and configure Interaction Web Tools.
Webmasters who want to display custom webpages from CIC or implement CIC Chat.
Handler authors who want to write handlers that interact with people browsing a website.
Anyone who wants to learn more about the Internet capabilities of CIC.

The technical reference reflects the Interaction Web Tools functionality available in CIC. It includes the installation, configuration, and setup information necessary to use Interaction Web Tools.

CIC clients

CIC supports two interaction management client applications. This documentation uses the term CIC client to refer to Interaction Connect and Interaction Desktop. Some features are not available in both CIC clients. Specific versions are noted where applicable.

Licensing

Following are the licensing requirements for Interaction Web Tools.

Server licensing

All CIC products include Intercom Chat (CIC agent to CIC agent chat). The other Interaction Web Tools features require more licenses.

The full functionality of Interaction Web Tools requires the CIC Advanced Server license or the Interaction Web Services add-on license.

Client licensing

CIC client users need the Client Access license or ACD Access license.

Requirements

CIC server

Interaction Web Tools requires a CIC server.

Web Server

In a production environment, run the web server on a different machine than the CIC server. The Genesys Testlab site lists supported web servers. For more information, see http://testlab.genesys.com/ProductsPage.aspx?ProductType=14.

Browsers

The Genesys Testlab site also lists the browsers supported for your website visitors. For more information, see http://testlab.genesys.com/ProductsPage.aspx?ProductType=36.