Interaction Process Automation Help

Interaction Process Automation (IPA) modules in IC Business Manager and IC Server Manager provide the tools you need to easily automate just about any common process. It takes a communications-based approach to process automation, taking advantage of and building on the wealth of existing technologies and features in the Interaction Center platform. IPA is distributed with CIC releases.

Special Notices

• Starting in CIC 2017 R1, version 2 of the Process Automation Server subsystem in Interaction Process Automation replaces the original version of the subsystem. That release and later versions no longer includes the Process Automation Server version 1 in the installation. Process Automation Server version 2 is installed by default. It will not be possible to roll back from version 2 to version 1 after upgrading to CIC 2017 R1 or later.
  Customers who use Process Automation Server version 1 should upgrade to Process Automation Server version 2 using the migration tools before upgrading to CIC 2017 R1 or later versions. For more information about the migration tools and the differences between the two versions of Process Automation Server, see the Interaction Process Automation Technical Reference.
  Note that software updates for CIC 2017 R1 and later will apply only to Process Automation Server version 2. There are no restrictions on the sale of Process Automation Licenses.
• Starting with the CIC 2015 R3 release, the IPA Integration with SharePoint is end of life. It is not included with CIC 2015 R3 or later.

Documentation

The IPA documentation set contains help for the associated modules that comprise the IPA feature set. The following documentation covers IPA features:

• Interaction Process Automation Technical Reference - This document provides an overview of IPA concepts and components.
• Interaction Process Automation Designer Help - This help system describes how to create and manage processes in the IPA Designer module of IC Server Manager.
• Interaction Process Automation Monitor Help - This help system describes how to view, cancel, and restart processes in the Process Monitor module of IPA and IC Business Manager Applications.
• Interaction Process Automation reports in the Interaction Reporter Help - This help system describes parameters for Interaction Process Automation process detail, process summary, and work item reports.
• Interaction Administrator Help - This help system includes field-level information for configuring options in the Interaction Process Automation container under System Configuration, and all related configuration sub-containers.

• Interaction Process Automation Work Item Client Help and the Interaction Process Automation Work Item Viewer Help - These help systems provide documentation for the Interaction Process Automation Stand-Alone Web Client components. The Interaction Process Automation Work Item Client help describes how to pick up a work item, transfer a work item, start a process for routing work items, and search for existing processes. The help also includes instructions on performing other actions. The Interaction Process Automation Work Item Viewer help describes how to view the details of work items.

• Interaction Desktop Client - This help system provides help for agents picking up a work item, completing a necessary task, launching a process, searching for an existing process, and viewing interactions that are associated with a process.
• Interaction Designer Help - This help system provides information on IPA tools and handler data.