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Introduction to Interaction Multi-Site

Multi-Site is optional Customer Interaction Center (CIC) software that links two or more CIC contact centers to route interactions from one location to another. Multi-Site provides a company-wide directory, universal user extensions, and other features that boost employee mobility. It extends the CIC environment to support roaming users. For example, Multi-Site routes interactions to an agent's current location.

Multi-Site is for organizations that use CIC as the local communication system in multiple office locations. Each CIC server has its own dial plan, user base, and Notifier. Multi-Site allows spanning users to work from any location in the CIC collective as if that location were the user’s home server.

Don't confuse Multi-Site with Interaction Director, another CIC extension that tells calls where to go. Director balances loads among multiple CIC sites and routes calls according to specific agent skills. Director provides cost-effective geographic call distribution between contact centers, whereas Multi-Site enhances employee mobility by making CIC servers in multiple locations work as if a single server were involved.

For example, an organization with offices in New York and Paris could use a CIC server at each site as the local communications system. Each CIC server contains an embedded PureConnect platform with its own Notifier. Once you configure the two servers for Multi-Site, they immediately make an inter-Notifier connection and start to exchange information. Multi-Site provides the following business-level capabilities:

  • Company-wide directory: Employees in New York can access phone numbers and other information for employees in Paris and vice versa.

  • Universal user extensions: You can configure single organizational dial plan and make it transparent to users. For example, you can set up five-digit dial plan and automatically make the necessary long-distance call to reach an employee in Paris.

  • Employee mobility: Employees can move from location to location and still have the same communications access. For example, suppose that Pierre is an employee in Paris with an internal extension of 6734. Assume that Pierre goes to New York for three days for meetings. He can use his laptop to log on to the New York CIC system. A call to extension 6734—whether placed from New York or Paris—routes intelligently to Pierre (without going unnecessarily through Paris).

  • Real-time status: The ClientServices component of CIC tracks the real-time status of logged on users—for example, whether they're available, in a meeting, at lunch, or on vacation. This component even knows when users are on the phone. ClientServices shares this status information automatically among multiple instances of the PureConnect Platform at different locations. In the current example, Pierre's manager in Paris can tell at a glance when he comes out of a meeting in New York.

Together, these capabilities help distributed organizations to interact more efficiently than ever before.

Organization of material

The CIC Multi-Site Technical Reference explains what Multi-Site is and the benefits that it provides. It's for the CIC administrator or anyone who is installing Interaction Multi-Site.

About CIC client versions

CIC supports two interaction management client applications. In the CIC Multi-Site Technical Reference, CIC client refers to either Interaction Connect or Interaction Desktop.

Apply new releases

For instructions on applying new releases for Multi-Site, see the PureConnect Product Downloads page.

Note: The PureConnect Product Downloads page requires logon credentials for access. If you do not have your credentials, contact your Genesys account representative.