How To | CPI's Interactive Intelligence Blog

Important ININ Update and CIC Client Troubleshooting Tips

David Currier

In today's post, I'm going to cover an important Microsoft update plus share with you a few troubleshooting tips for CIC Client.

Tips for Creating Great Prompts for Your IVR

David Currier

A while ago, I wrote a short post with some tips for creating great prompts to be used in your phone system. Since then, I've been experimenting with some of the technical methods that can be used to process the recorded audio files. Here are a few tips with examples so you can hear the result of each method. A word of warning - what follows is a bit technical. :)

Introducing Interaction Desktop

David Currier

In CIC 2015 R3, ININ officially released the Interaction Desktop, the replacement for the Interaction Client .Net Edition. But don't be frightened by the name (or icon) change. It's basically just the Interaction Client rolled into a parent application similar to IC Business Manager. In fact, the supervisor views in IC Business Manager will eventually be moved into the Interaction Desktop so that most users will only need to run a single application.

ACD Queue Transfers Tip and Day 3 Update of Interactions 2015

David Currier

Last Wednesday was a really good day at Interactions! Throughout the conference, I discovered several great updates and releases I believe you'll find interesting. Here are the last two I'd like to share with you plus a tip on ACD Queue Transfers.

 

 

Stand-Alone Phone Directory Tip and Day 2 Update of Interactions 2015

David Currier

Tuesday was a packed day at Interactions 2015. The opening general sessions were excellent and focused on customer service concepts and showing off new features in CIC and PureCloud.

Interactions 2015 Update...Plus How to Create Custom Queue Columns

David Currier

Interactions 2015 is off to a great start here in Indianapolis! The welcome reception last night was the first of many opportunities I hope to have to talk with vendors, partners, and customers to find out what the hot topics are in customer experience and technical operations management. Also, congratulations to the ININ Partners who won awards last night.

Save Time with this CIC User and Phone Import Guide

David Currier

Creating users and phones in CIC can be a time-consuming and click-intensive process, especially when dozens or even hundreds of objects need to be created.

Simple Solution for Direct Inward Dial Reporting

David Currier

The Customer Interaction Center (CIC) from Interactive Intelligence has many amazing features and capabilities… but has always been a bit limited when it comes to managing phone numbers and their assignments throughout the system.

How to Dual Register Your Polycom Phone with a Development CIC System

David Currier

Developing and testing of new call flows often involves placing or answering calls in a development CIC environment. While it is definitely possible to have more than one phone on your desk, why not configure one phone to register with both your production and development systems?

Interactive Intelligence CIC 4.0 Reporting Caveats

David Currier

One of the things you may have been looking forward to in CIC 4.0 is new reports. If not, you should be – they’re great! Interaction Reporter includes several categories of new reports built on the ActiveReports engine. Combined with more granular and accurate reporting data, they provide easier access to more information. Sure, you can still write custom reports to display anything you want… but why re-invent the wheel if the data you need is already there?