David Currier

CPI Expert Interactive Intelligence Blogger

 

How to Create Callbacks with Voice Messages in CIC

David Currier

Recently, we’ve had some requests to modify the base CIC/PureCloud functionality to add voice messages to callback requests.

Polycom Firmware Issue

David Currier

ININ has released a warning regarding a bad version of the Polycom firmware that was released in certain versions of CIC. Polycom has pulled the version of firmware and a fix is included in the current CIC release.

Important Info for Polycom Phones with CIC

David Currier

If your organization is planning to purchase new Polycom phones to be used with an Interactive Intelligence CIC system, it is VERY important to verify that your CIC software is up-to-date to be able to support them. Earlier this year, Polycom introduced a new MAC address range for their phones due to running out of older addresses. To support this, they have released new firmware that is included with current releases of CIC.

How to Add a Custom Idle Screen Logo to Polycom Phones in CIC

David Currier

Polycom phones support a custom idle screen logo in place of the default. For this set of instructions, I’ll assume you have Polycom VVX phones… and if you don’t, take a look at them and consider upgrading.

Complimentary Text-to-Speech Prompt Generation Utility

David Currier

A few years ago, I got tired of spending hours recording test prompts to use when developing a new call flow.

Attendant Feature - Play Info Node

David Currier

Interaction Attendant allows relatively easy creation of call flows including everything from scheduling to data dips and queue logic.

What is WebRTC and Why is it Important?

David Currier

This week, I have been attending Interactions 2016 and learning a lot about new and upcoming features and technology for both the Customer Interaction Center (CIC) and PureCloud.

Solution for ININ Application Scaling Issues

David Currier

Over the last few months, we have gotten a number of reports of display scaling issues that affect Interactive Intelligence client applications. Most of the problems have been related to either increased font scaling in newer versions of Windows or high resolution displays (greater than 1080p).

Update: Critical ININ Issue Resolved

David Currier

The recent client connectivity issues caused by Microsoft .Net patches have been some of the most serious I’ve seen in the time I have worked with CIC. Thankfully, they have also been fairly quick to resolve. Since the last post, we have received more information from Interactive Intelligence about what happened and a resolution.

Critical ININ Update

David Currier

We have received reports that the following Microsoft patches are causing connectivity issues with the .Net Client on Windows 7.