Introduction to CIC Phone Features Configuration for Polycom Phones

The Configuration of CIC Phone Features for Polycom Phones Technical Reference addresses the manual configuration of Customer Interaction Center (CIC) phone features for Polycom phones. It includes configuration and setup instructions for the following features:

• Shared Line Appearances

• Call Park

• Group Call Pickup

• Zone Page

CIC client

CIC supports two interaction management client applications. CIC client refers to either Interaction Connect or Interaction Desktop.

SIP auto-provisioning

CIC includes the SIP auto-provisioning feature, which allows you to configure supported Polycom IP phones or SIP Soft Phones automatically. For more information, see "Use Auto Provisioning" in the SIP Soft Phone Help at https://help.genesys.com/cic/mergedProjects/wh_ssp/desktop/hid_pw_use_auto_provisioning.htm.

Interaction Administrator includes the Managed IP Phones container and other enhancements that support auto-provisioning. For more information, see the CIC Managed IP Phones Administrator's Guide at https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/managed_ip_phones_ag.pdf.

Managed phones vs. non-managed phones

The managed phone approach is the preferred method for configuring, setting up, and managing Polycom IP phones or SIP Soft Phones. You can use auto-provisioning and still have the flexibility to create custom configuration files as needed. For more information, see the CIC Managed IP Phones Administrator's Guide at https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/managed_ip_phones_ag.pdf.

Manual configuration of Polycom IP phones occurs when an administrator modifies the Polycom phone configuration files directly. Support of CIC phone features requires configuration changes in the Polycom configuration files and in Interaction Administrator.

Adopt one approach or the other for the configuration and setup of your IP phones. For the Shared Line Appearances feature, you cannot mix managed and non-managed phone types.

The Call Park and Zone Page features are available for managed phones and require no additional changes to the individual phone configuration files. However, it is also necessary to configure the appropriate station groups in Interaction Administrator to support the Call Park and Zone Page features. For more information about station group configuration, see the Interaction Administrator Help at https://help.genesys.com/cic/mergedProjects/wh_ia/desktop/interaction_administrator_help.htm. For more information about zones, see Zone Page.

Requirements

Polycom firmware requirements for each model are listed on the SIP IP Phones information page available at the PureConnect Testlab website, http://testlab.genesys.com. For more information about determining the firmware version number for a particular phone, see your Polycom documentation.