Ever since I got my iPhone, I've wanted to use it as my phone for CIC and I'm not alone. This has been one of the most requested items from our customer's C-Suite. Unfortunately, there just isn't a great solution for this yet. This is because:

Domain accounts, website accounts, phone system accounts, and any other account that requires a user to log in to perform certain tasks or access secured data are vulnerable to attack and probably always will be. The reality is that if an attacker can authenticate as a valid user in a given system, the attacker can then do anything that the compromised user has permission to do in that system.

Have you ever noticed that a phone system can often be identified by its default hold music? Well, Interaction Center is no exception... and that could be good or bad depending on whether or not you like the packaged music. Either way, you may want to change the system hold music for holidays, special occasions, or simply for variety. Here's how to do it:

It’s back to school season! All around students and parents are buying schools supplies and backpacks, teachers are setting up classrooms, textbooks are being distributed and school buses are making their early morning run in your neighborhood. In honor of the “season,” we wanted to share some good back-to-school tips with all of you.

The Interaction Center platform gives users a great degree of flexibility in configuring their personal options. Your power users may configure options for prompts played to callers, remote forward and follow-me features, call timeouts, notification preferences, and more. While this is very powerful, care must be taken when configuring these options to avoid “unintended consequences” – that’s a politically correct way of saying that it is possible to break things… badly.

There are few things more frustrating for the person managing call flows for an organization than to find out that callers are hearing the wrong menus and being presented with the wrong options. In the Interaction Center platform, there are a number of reasons this might happen, but one of the most common is a schedule misconfiguration.

Interactive Intelligence released SU12 for its CIC 3.0 platform on Friday. We wanted to get a quick blog post out to let you know what you will find in SU12. Here are some highlights:

While every effort can be made to secure a phone system against intrusion or abuse, there will always be methods that can be used to exploit a system. The Interaction Center platform is no different. Like all other phone systems, it has security precautions and necessary vulnerabilities. In other words, a lot of thought goes into how to secure an Interaction Center system against attack, but certain features of the system result in unavoidable insecurities or weak spots.

The good, the bad, and the forgotten…
Our team was briefed by ININ product management the other day on some of the major components coming in CIC 4.0 which is slated to be released sometime around the end of June… We won’t be able to cover everything we learned; however, here are some of our key takeaways:

When troubleshooting issues with your Interaction Center servers, the first place to look are the server event logs. Actually, we recommend that you regularly monitor them for unexpected warnings and errors. Similarly, when troubleshooting reports of trouble with calls, the best place to start is the Call Log on the active IC server at the time of the call. While there are a number of different ways to search this log for one or more calls, the simplest is with a Call ID. Along with a report of what happened from a user, the log entry for a call will quite often be enough to determine what happened.