IEC.DialerAddIn

The IEC, LLC

The IEC.DialerAddIn takes advantage of the Dialer IceLib API, as well as the Interaction Client/Interaction Desktop AddIn feature, to dock the functionality of Interaction Scripter right inside Interaction Client or Interaction Desktop.

Industry Focus
ARM
Interactive Environment
CaaS CIC 4.0
Pricing
$$
Solution Type
Client Side

Screenshots

Description

Screen real estate is a premium for most agents, and the more applications that have to run, the more difficult it is for them to manage their desktop.  Adding Interaction Scripter on top of Interaction Client for blended environments is a source of frustration and confusion for many call centers.

The IEC.DialerAddIn takes advantage of the Dialer IceLib API, as well as the Interaction Client AddIn feature, to dock the functionality of Interaction Scripter right inside Interaction Client.

Specs

Features

The IEC.DialerAddIn is written for CIC 2015 R3 and above.  The following features are currently supported:

  • Predictive, Power, and Preview campaigns supported
  • System “Beep” on Preview Pop
  • Script settings are used to consolidate fields from all pages into the single DataGridView for displaying fields to agents
  • Script settings are used to consolidate Page Dispositions from all Pages to a single drop down list of dispositions for the agent to select
  • Scheduled Callbacks
  • Agent Owned Callbacks
  • Auto-Disconnect Call upon Disposition
  • Request break permissions
  • On Break Status
  • Skip Preview permissions
  • Auto-Dial Preview Countdown
  • Windows or IC Authentication
  • Individual Campaign Logon rights are controlled by the “Activate Self” permission on the Campaign’s workgroup.  Without that Security Right, agents are automatically logged in.
  • If the Phone Number column(s) are listed in the Campaign’s script, the dialed number is highlighted to easily determine which number was dialed (Home, Mobile, Work, etc.)
  • If a URL is specified in the IEC_PopURL call attribute, it will be popped on any call connecting to the end user (Dialer, Inbound ACD, Inbound non-ACD)

Requirements

  • CIC 2015 R3 or higher
  • Dialer 2015 R3 or higher
  • Interaction Dialer Add-On and Interaction Scripter Licenses

Support

For any questions during installation, or for ongoing support or customizations to this application, please contact support@the-iec.com.