Contents

About PureCloud for CIC

The PureCloud for CIC Integration allows you to enrich your users’ experience by leveraging the power and data of CIC and the collaborative features of PureCloud. PureCloud for CIC brings users together into a single environment that allows for seamless communication between CIC and PureCloud-only users. Information such as CIC users and statuses are automatically and continuously synced into a paired PureCloud organization. For more information about the integration, see the PureCloud for CIC Administrator's Guide in the PureConnect Documentation Library.

Prerequisites

CIC users

In order to sync properly, PureCloud for CIC requires that CIC user accounts have the following information configured in the Users container:

Personal Info tab>General tab>Display Name
Personal Info tab>Internet tab>Business Email

After the integration is configured, you can change the values of these attributes in the PureCloud Admin web interface.

Notes:

*Ideally you should configure all of your users in CIC before you configure the integration. However, if you configure additional users after you configure the integration, CIC automatically syncs them for you.

*If the required Display Name and Email address information is not configured for CIC users, the users will not be synced in the PureCloud organization when you configure PureCloud for CIC.

PureCloud Organization

Your CIC server can integrate with only one PureCloud organization.

If you do not already have an existing PureCloud organization, PureCloud for CIC automatically creates one for you during the PureCloud for CIC configuration.

If you already have a PureCloud organization, make a note of these items:

Administrator email address
Administrator password
Organization long name - name you entered when you created the PureCloud organization
Organization short name - generated from the organization long name, in compliance with DNS restrictions (a-z, 0-9, A-Z)
Region

Note: If you are unsure of the organization short name, log in to PureCloud and navigate to Admin>Account Settings>Organization Settings. Both the organization long name and short name are listed here.

User passwords and permissions in CIC, Interaction Connect, and PureCloud

Note: If a user uses PureCloud for CIC from Interaction Connect, no passwords are involved. However, if the user chooses to log in to PureCloud without using the integration, the user must create a password for PureCloud.

User passwords for CIC are separate than user passwords for PureCloud. They may be different passwords. If a user chooses a different password in PureCloud, it will not affect their ability to log in to CIC.

CIC does not recognize PureCloud roles and permissions. PureCloud does not recognize CIC user security settings.

About the PureCloud Admin user

When you configure the PureCloud for CIC Integration, a new PureCloudAdmin user is automatically created in the CIC Users container.

Notes:

Do not delete the PureCloudAdmin user.

PureCloud Bridge considerations

As part of the PureCloud for CIC configuration, PureCloud Bridge is installed to manage the data transfer between CIC and PureCloud.

Local bridge

For small and medium implementations, select Local Bridge as part of the PureCloud for CIC configuration in Interaction Administrator. PureCloud Bridge will be installed automatically on the CIC server.

Off-server bridge

We recommend that large implementations start with a local bridge. After the CIC server has been running for a while with a local bridge, you may determine the need for an off-server bridge.

An off-server PureCloud Bridge install is located on a CIC server share. If you choose to have an off-server bridge, you will need to install it after performing the PureCloud for CIC configuration in Interaction Administrator.

Switchover

When you select Bridge Location>Automatic Local Install as part of PureCloud for CIC configuration on the active server in a Switchover pair, PureCloud Bridge is automatically installed on both the active and backup servers.

The bridge operates independently from the active and backup CIC servers.

If the backup server is down at the time that you configure PureCloud for CIC, a bridge will be installed on the backup server the next time that IC is started.

If the primary CIC server stops, but the computer itself is healthy and running, then the bridge on that computer will automatically talk to the new Primary CIC server after the switchover completes.