Interaction Connect Help

Important: Customer Interaction Center (CIC) supports two interaction management client applications. This documentation uses the term "CIC client" to refer to either Interaction Connect or Interaction Desktop. CIC client also refers to the Interactive Intelligence Oracle Service Cloud Integration. The full product name appears at the top of each help topic. The full product name may also be used in a help topic when necessary to distinguish between CIC clients.

Welcome to CIC client, a powerful interaction management application for desktop or laptop PCs. The CIC client offers more functionality than your telephone. Use it to manage your electronic communications, including phone calls, voice mail, conference calls, ACD routed email messages, and web chats.

For more information about some of the most frequently used CIC client features, see:

• Set Your Status
• Answer an Incoming Interaction
• Place a call to a number inside or outside your organization
• Forward calls to remote telephone numbers
• Transfer a call to another person
• Transfer a call to your voice mail
• Make conference calls

Note: The CIC client lets you log on to only one station at a time for security reasons. If you log on to a different station, the system drops the original station connection. You receive a message at the original station stating "Your connection has been dropped due to a subsequent logon to a different station". You can run multiple instances of CIC client on the same machine using different user credentials and the same station.

Need Help?

• In the Application bar, click the Help icon.

Note: A printable version of the CIC client help is available on the Interactive Intelligence website at http://help.inin.com/cic/desktop/Printable_Documentation.htm.

Using the Search Feature

You can search for specific terms in the help. A search text box is available on each page of the help. Just type whatever single word or phrase you want to search and press Enter. A list of topics containing that word or phrase appears. When searching for a phrase, use quotation marks to enclose the phrase. For example, use “directory toolbar” to return only topics that contain that exact phrase.

• All the words you enter in the search box are used in the query.

• The search is always case-insensitive. A search for [dtmf] is the same as a search for [DTMF].

• Generally, punctuation is ignored, including @#$%^&()=+[]\ and other special characters.

Feedback and Access Support

You can learn more about Interactive Intelligence’s products, promote and share ideas about Interactive Intelligence’s software, access technical support, and submit feedback about bugs and enhancement requests.

Note: You must have internet access to visit the Interactive Intelligence website or submit feedback.

• To visit the Interactive Intelligence home page, go to http://www.inin.com.

• To access the Interactive Intelligence technical support website, go to https://my.inin.com/products/Pages/default.aspx.

Note: You must log on to this site before you can access technical support.

• To visit the Interactive Intelligence Interactive Community, go to http://community.inin.com.

Note: Interactive Community is a free and public service provided by Interactive Intelligence to promote an online community devoted to the sharing of ideas and information regarding Interactive Intelligence software.

• Use our new social media/crowdsourcing site to submit ideas for enhancing Interactive Intelligence products. Vote on which ideas submitted by others best describe the enhancements you want. Go to http://ideas.inin.com.

• To submit documentation feedback, send an email message to documentation@inin.com.

CIC 2017 R4, revised 08/21/2017