Blog Entries

How to Manage System Schedules in ININs Interaction Center

Thu, 17 May 2012 07:02:00 -0700

In this video, you will learn step by step how to manage system system schedules in Interactive Intelligence's Interaction Center:

How to Create a Shared Station Appearance in Interactive Intelligence's Interaction Center

Thu, 19 Apr 2012 05:54:46 -0700

In this video, you will learn step by step how to create a shared station appearance in Interactive Intelligence's Interaction Center.

Precautions to Prevent Your Interactive Intelligence System from being Hacked

Thu, 15 Mar 2012 12:34:18 -0700

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.

Customer Interaction Center: How to Create a New User

Tue, 24 Jan 2012 05:30:00 -0800

In just one and a half minutes, this video will teach you how to create a new user in Interactive Intelligence Customer Interaction Center 3.0.

How to Customize CIC Hold Music

Fri, 20 Jan 2012 13:20:15 -0800

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:

Don Brown and the Future of Customer Service Technology

Fri, 18 Nov 2011 13:42:00 -0800

I had the pleasure of listening to technology visionary Don Brown, M.D. (Founder and CEO of Interactive Intelligence) speak on the future of customer service at the Indiana Chapter of SOCAP International on September 22, 2011. Below are my takeaways from his presentation.

Back to School...in Interactive Intelligence Style

Wed, 24 Aug 2011 12:54:00 -0700

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.

Avoid Unintended: Consequences Coaching for ININ Power Users

Mon, 01 Aug 2011 12:46:00 -0700

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.

Managing Call Flow Schedules in ININ's Interaction Center

Mon, 18 Jul 2011 12:34:00 -0700

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.

ININ CIC 2.4 End-of-Life Extended

Wed, 29 Jun 2011 12:21:00 -0700

Here’s an important announcement we received this week from Interactive Intelligence:
"Interactive Intelligence Customer Interaction Center® (CIC) 2.4 and Enterprise Interaction Center® (EIC) 2.4 products were scheduled to reach end of life (EOL) on June 26, 2011. Interactive Intelligence has extended the EOL date to December 31, 2011. ‘End of life’ status occurs three years after the last ship date of a product version."

Interactive Intelligence Announces Release of SU12

Mon, 27 Jun 2011 11:05:00 -0700

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:

Securing ININ's Interaction Center Against Toll Fraud

Mon, 20 Jun 2011 10:54:00 -0700

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.

ININ Unwraps Details on CIC 4.0 (a.k.a. four.o)

Mon, 13 Jun 2011 10:47:00 -0700

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:

The First Stop in Call Troubleshooting in Interactive Intelligence Environments

Tue, 12 Apr 2011 10:22:00 -0700

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.

How to Monitor Contact Center Agents Using Interaction Supervisor - A Video Training Guide

Fri, 01 Apr 2011 08:58:00 -0700

Here’s Interactive Intelligence’s tool to help track your most essential resource – your people

Every call center has a buzz…you can feel the energy from the people in the air. Keeping track of those people is an essential part of every contact center leader’s day. Here’s the tool that gives you detailed insight into the work your agents are doing. See where to find this critical information.

Interaction Center 3.0 Service Update 11 Released by Interactive Intelligence

Tue, 29 Mar 2011 08:44:00 -0700

It has been nearly a year since Interactive Intelligence has release a significant set of new features for their flagship product, the Customer Interaction Center version 3.0. The release of Service Update 11 was announced yesterday and includes a number of enhancements that have been a long time in coming – literally. This includes a 64-bit fax client driver, advanced call analysis on the media server, new features for Interaction Attendant, Tracker, Process Automation, Recorder, and more.

Interaction Supervisor - What You Need to Know About Queue Views

Mon, 21 Mar 2011 08:26:00 -0700

What’s Cooking in Your Queues?

See the ONE queue view you can’t live without:

You know there is always work “simmering” in your queues. In this video, we show you THE view that allows you to monitor the real-time performance of the work. Here’s where you’ll find number of interactions, service level, abandonment and other essential statistics. Learn how.

Introducing CPI's Interaction Supervisor Video Training Series

Thu, 10 Mar 2011 08:19:00 -0800

Get CPI’s 7 on-demand training videos for Interactive Intelligence’s Interaction Supervisor

Call Center Leaders are under ever-increasing pressure to do more with less. You are challenged to balance excellent customer service that is provided in a timely way, with fewer people than ever before. You can’t achieve that balance without clear insight into what’s happening in your center. Interaction Supervisor is Interactive Intelligence’s tool that helps you gain that insight.

Troubleshooting Interaction Attendant (part 3)

Fri, 14 Jan 2011 07:42:00 -0800

This Interactive Intelligence troubleshooting video guide looks at several examples of problems reported by callers for an Interaction Attendant call flow and walks through the steps necessary to find and fix the cause.

How to Remotely Manage Interaction Attendant Audio Files

Wed, 12 Jan 2011 07:36:00 -0800

Did you know that Interaction Center includes the ability to remotely manage Attendant audio files? With a bit of setup, this can be done via the Remote Access feature of Interaction Attendant.

Here are the instructions to set it up:

Troubleshooting Interaction Attendant (part 2)

Wed, 12 Jan 2011 07:32:00 -0800

Many configuration errors in Interactive Intelligence’s Interaction Attendant will be flagged and will prevent a call flow configuration from being published until they are resolved. This video segment looks at some of the most common errors and how to resolve them.

Troubleshooting Interaction Attendant (part 1)

Wed, 12 Jan 2011 07:28:00 -0800

Interactive Intelligence’s Interaction Attendant allows the non-programmer to create complex call flows with its visual interface. It is intuitive, but can be a bit intimidating, especially if something doesn’t work as expected.

Make Sure You Put Interactive Intelligence's "Interactions' 11 Global User Forum" on Your Calendar

Wed, 12 Jan 2011 07:21:00 -0800

I’m pretty particular about what I put on my calendar. There are too many things vying for a place on my schedule and I’m having more and more trouble being in two places at the same time!

A New Year Brings New Resolutions, New Opportunities and - in our case- a New Person We Want You to Meet!

Tue, 04 Jan 2011 07:11:00 -0800

Recently, I sat down with Roger Reeves, our new account manager from Interactive Intelligence. Roger joined Interactive during December and we wanted you to have a chance to get to know him a bit better. He’s a native Hoosier who brings great experience to the position. We know you’re going to enjoy working with him in the days ahead. Enjoy!

What is the Business Case for Interactive Intelligence's Cloud Based Contact Center Solution?

Thu, 16 Dec 2010 06:59:00 -0800

From a business perspective, Interactive Intelligence’s Communications as a Service (CaaS) solution provides many of the desired features of a standard premise-based communication system without the typical large, up-front capital investment.

4 Easy Steps to Backup Interaction Attendant

Tue, 14 Dec 2010 06:45:00 -0800

We are issuing a New Year’s Resolution to our Interactive Intelligence customers, a resolution, that could prevent a LOT of headaches and potentially save your organization thousands of dollars.

TrueQueue - An Interactive Intelligence Enhancement by CPI

Mon, 06 Dec 2010 06:32:00 -0800

CPI’s engineering team have developed a series of Interactive Intelligence enhancements that are designed to help you get the most out of your system.

Interaction Client Web Editions

Wed, 01 Dec 2010 06:24:00 -0800

The power of the Interaction Client is now mobile. For users who do not have access to the full .Net client on their computer or need to access the client from a location where it is not available, the 3.0 Interaction Client Web Edition is an excellent alternative. It provides basic client functionality including call control, directory access, and presence management… and runs entirely in a browser so that it can be accessed and used from anywhere. However, keep in mind that the web client does not include all the capabilities of the desktop client. Most notably, it supports calls only – sorry, no e-mail, chat, etc. support… yet.

Customizing Interaction Center

Wed, 24 Nov 2010 06:19:00 -0800

One of the most significant advantages of the Customer Interaction Center (CIC) product is its flexibility. Out of the box, it has a robust set of features just in Interaction Attendant that enables complex attendant applications without requiring knowledge of a programming language. This includes database and remote data query (SOAP) operations, combined with the ability to logically evaluate and act on the data returned.

Interactive Intelligence Releases IC 3.0 SU10

Tue, 23 Nov 2010 12:04:00 -0800

Just in time for Thanksgiving, Interactive Intelligence released the much-anticipated Service Update 10. Over the weekend, we applied SU 10 to 5 different systems and, so far, they are all running smoothly (good news).

We’ll continue to keep you updated as we learn more about SU10.

Interactive Intelligence Development Licensing is FREE

Thu, 18 Nov 2010 11:56:00 -0800

Do you need to test new call flows before putting them into your production environment? Would you like to experiment with an Interactive Intelligence product that you are considering purchasing licenses for? Temporary development licenses are FREE and can be obtained from your ININ partner.

Interaction Recorder Update from the Interactive Intelligence Partner Conference

Tue, 02 Nov 2010 11:47:00 -0700

As I mentioned in my last blog post, I recently attended the Interactive Intelligence Partner Conference. It was a great conference and I want to give you an update on what I learned. The focus of this post is Interaction Recorder.

Interaction Optimizer Update From the Interactive Intelligence Partner Conference

Thu, 28 Oct 2010 11:32:00 -0700

I recently had the opportunity to attend the Interactive Intelligence Partner Conference. This is our opportunity to meet with the product marketing and development folks, hear what new things are coming and share with them what we hear from you – our customers. I attended many sessions and came home with lots of good information. I’ll try to update you on all that I learned over the next few blog posts. Today, I want to let you know what’s new with Interaction Optimizer.

6 Key Developments to Expect in Interactive Intelligence CIC 4.0

Mon, 25 Oct 2010 11:17:00 -0700

Highlights from the Interactive Intelligence Partner Conference in San Antonio, Texas

Our ININ team, several who contributed their insights to this article (Ruth Lochary, David Currier, David Clark) just returned from the ININ partner conference last week and wanted to share a few highlights on where the platform is headed.

How to Use Monitored Appearances in the Interaction Client

Thu, 30 Sep 2010 10:41:00 -0700

Monitored appearances are a great tool that allow users such as receptionists or secretaries to continuously observe a manager’s interactions and perform tasks on the their behalf (such as picking up or transferring calls). Once the user secretary has the appropriate access control rights in Interaction Administrator; creating, configuring and using monitored line appearances is fairly straightforward.

Adding Context to Transferred Calls with the Interaction Client

Thu, 23 Sep 2010 09:08:00 -0700

Teach your ININ users a simple way to add context to transferred calls by changing the Caller Name on a Transfer.

When using the transfer dialog in the Interaction Client, the Caller Name field can be edited on the fly to display any text you want (This technique can be used to highlight important calls, add descriptive information about the call, or provide more specific contact information about the caller).

Interaction Process Automation (IPA)

Mon, 28 Jun 2010 05:38:00 -0700

One of our long-time partners, Interactive Intelligence (ININ), has added some new, industry changing capabilities to their world-class communication platform. It’s called Interaction Process Automation (IPA). For those of you who aren’t familiar with Interactive Intelligence, they have developed a highly sophisticated communication platform that call centers and enterprises rely on for their complex communication needs. Up to this point, ININ has completely focused on communications (phone, e-mail, sms, web chat, etc…) Now, they have taken it a step further with Interaction Process Automation.

Advanced Features of the Interaction Client (part 12)

Fri, 11 Jun 2010 05:31:00 -0700

Get the most out of your Interaction Client with these power user features

Working Remotely with the Interaction Client (part 11)

Fri, 11 Jun 2010 05:27:00 -0700

Get the most out of your Interaction Client with these power user features. Where are you working today?

Managing Directories in the Interaction Client (part 5)

Fri, 11 Jun 2010 05:22:00 -0700

Get the most out of your Interaction Client with these power user features“Directory Assistance, please?”

How to stop wasting your valuable time looking up phone numbers...

Recording, Parking, and Camping with the Interaction Client (part 9)

Tue, 25 May 2010 05:04:00 -0700

Get the most out of your Interaction Client with these power user features3 powerful tools that many people don’t even realize are there.

Transferring and Conferencing with the Interaction Client (part 8)

Wed, 19 May 2010 04:59:00 -0700

Get the most out of your Interaction Client with these power user featuresSee how easy it is to transfer calls and create instant conferences with just a click.

Basic Call Control with the Interaction Client (Part 7)

Mon, 17 May 2010 04:54:00 -0700

Get the most out of your Interaction Client with these power user featuresThe Phone’s ringing – now what?

5 Ways to Place a Call from the Interaction Client (part 6)

Wed, 12 May 2010 11:53:00 -0700

Get the most out of your Interaction Client with these power user features... The Enlightened Path to Dialing

How to Customize the Interaction Client to Your Unique Needs (part 10)

Tue, 11 May 2010 05:18:00 -0700

Get the most out of your Interaction Client with these power user featuresTips and Tricks to customizing your client

Managing Your Presence in the Interaction Client (Part 4)

Mon, 10 May 2010 11:48:00 -0700

Get the most out of your Interaction Client with these power user features... Making a difference for 3 types of people you communicate with daily

A Tour of the Interaction Client

Mon, 26 Apr 2010 08:57:00 -0700

Get the most out of your Interaction Client with these power user features Overview of the 6 major areas of the Interaction Client

Are You Taking Advantage of the Power of the Interaction Client? (part 1-2)

Fri, 23 Apr 2010 08:51:00 -0700

Get the most out of your Interaction Client with these power user features

What is a client and why should you use it?

Is your phone a boat anchor?

Top 6 Interactive Intelligence Call Center Reports

Fri, 09 Apr 2010 08:44:00 -0700

Interactive Intelligence offers 100+ reports out of the box...

Where do you begin?

Here is a video guide on our top 5 (plus 1). These include all the stats that a contact center manager needs!

How to Provision Polycom Phones in Interaction Center 3.0

Thu, 01 Apr 2010 08:38:00 -0700

The introduction of managed IP phones in Interaction Center 3.0 dramatically reduces phone-related administrative overhead and greatly increases management capabilities. However, it also increases the complexity of the required environment. This clip covers the basic ingredients required to get managed Polycom phone provisioning up and operational.