IC Installation and Configuration

Guide

For
Interactive Intelligence Customer Interaction Center® (CIC™)

Version 3.0

Abstract

This document describes how to install and configure a new IC 3.0 SU 10

(New Patch Target) installation. It includes IC Server, client workstation,
database server, mail server, and optional server prerequisites, and post-
installation procedures.

Last Updated April 7, 2014

Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com

DC-012-3.0-BK08
ii

Copyright and Trademark Information

Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client,
Interaction Designer, Interaction Tracker, Interaction Recorder, ION, icNotify, Interaction Mobile Office, Interaction Optimizer, and
the “Spirograph” logo design are registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Group, Inc.,
Interaction Center Platform, Interaction Monitor, Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server,
Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are
trademarks of Interactive Intelligence, Inc. The foregoing products are ©1997-2014 Interactive Intelligence, Inc. All rights
reserved.
Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are
©2000-2014 Interactive Intelligence, Inc. All rights reserved.
Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2001-2014
Interactive Intelligence, Inc. All rights reserved.
e-FAQ and Interaction Director are registered trademarks of Interactive Intelligence, Inc. e-FAQ Knowledge Manager, Interaction
FAQ, and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2002-2014
Interactive Intelligence, Inc. All rights reserved.
Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2004-2014 Interactive
Intelligence, Inc. All rights reserved.
Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are
©2005-2014 Interactive Intelligence, Inc. All rights reserved.
Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of
Interactive Intelligence, Inc. The foregoing products are ©2006-2014 Interactive Intelligence, Inc. All rights reserved.
Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2007-2014 Interactive
Intelligence, Inc. All rights reserved.
Interaction Process Automation is a trademark of Interactive Intelligence, Inc. Deliberately Innovative, Interaction Feedback, and
Interaction SIP Station are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ©2009-2014
Interactive Intelligence, Inc. All rights reserved.
Interaction Web Portal, Interaction Analyzer, and IPA are trademarks of Interactive Intelligence, Inc. The foregoing products are
©2010-2014 Interactive Intelligence, Inc. All rights reserved.
Spotability is a trademark of Interactive Intelligence, Inc. ©2011-2014. All rights reserved.
Interaction Edge and Interaction Mobilizer are registered trademarks of Interactive Intelligence, Inc. Interaction SIP Bridge,
Interactive Intelligence Marketplace℠, Interactive Intelligence Communications as a Service℠, CaaS Quick Spin™, and Interactive
Intelligence CaaS℠ are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2012-2014 Interactive
Intelligence, Inc. All rights reserved.
Bay Bridge Decisions, Interaction Script Builder, and Interaction Speech Recognition are trademarks of Interactive Intelligence,
Inc. The foregoing products are ©2013-2014 Interactive Intelligence, Inc. All rights reserved.
The veryPDF product is ©2000-2014 veryPDF, Inc. All rights reserved.
This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree
to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and
Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such
terms we offer. The source code for the included software may be found at http://wpflocalization.codeplex.com.
A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd.
("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by
Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular
purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the
Databases.Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their
respective companies.
DISCLAIMER
INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR
OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR
ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS,
TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
 iii

Table of Contents
Introduction .................................................................. 1
Chapter 1: Interaction Center Overview .......................................... 3
The Interaction Center platform........................................................ 3
Customer Interaction Center ............................................................ 3
Contact Center............................................................................ 4
Enterprise .................................................................................. 4
Interaction Center platform applications ............................................. 4
Other Interaction Center platform products ........................................ 5
Contact center ............................................................................ 5
Enterprise messaging ................................................................... 6
SIP appliances ............................................................................ 6
Chapter 2: Getting Started .............................................................. 9
About this guide ............................................................................ 9
Administrative skills needed for IC systems ........................................ 9
Licensing .................................................................................... 10
Security features in IC 3.0 ............................................................. 12
Release and installation documentation............................................ 13
IC Documentation Library .............................................................. 14
Printable online help and quick reference material ........................... 15
IC 3.0 Support Web site ................................................................ 16
Interactive Intelligence Test Lab site ............................................... 16
Applying Service Updates .............................................................. 17
Upgrades .................................................................................... 19
IC 3.0 Service Update 10 (New Patch Target) ................................... 20
Interactive Update 1.0 .................................................................. 20
SIP-based IC systems ................................................................... 20

Pre-Installation Procedures ......................................... 23

Chapter 3: IC Server..................................................................... 25
IC Server hardware requirements ................................................... 25
IC Server - software-based solutions ............................................ 26
IC Server - board-based solutions ................................................ 29
IC Server software requirements .................................................... 30
Microsoft Windows operating systems ........................................... 30
Microsoft .NET Framework .......................................................... 31
IC Server configuration recommendations: pre- and post- Windows
OS installation ............................................................................. 31
iv

Pre- Windows OS installation configurations ................................... 31

Post- Windows OS installation configurations.................................. 32
Recommended third party tools ...................................................... 35
Anti-virus requirements and best practices ....................................... 36
Install only a supported anti-virus product ..................................... 36
Install only the virus protection security feature.............................. 37
Configure real-time protection for only write operations ................... 37
Exclude continually accessed file types and directories ..................... 37
Update virus definitions daily ....................................................... 39
Conduct a full scan of the file system on a regular basis ................... 39
Telephony platform ...................................................................... 39
Supported telephony software ..................................................... 40
Telephony hardware .................................................................. 40
Supported SIP configurations ...................................................... 41
Where to find telephony platform information................................. 41
Dialogic (HMP) .......................................................................... 42
Dialogic (board-based) ............................................................... 43
Aculab ..................................................................................... 44
AudioCodes .............................................................................. 45
Cisco TAPI................................................................................ 46
Security-related pre-installation procedures ...................................... 46
Windows Firewall settings ........................................................... 46
Telephony driver security settings ................................................ 48
(Optional) Pre-configure groups for high security DCOM settings ....... 48
Security-related error message when applying Service Updates ......... 49
Create and configure the IC administrator account............................. 50
Create an IC administrator domain user account ............................. 50
Give the IC administrator account local machine administrator
privileges on the IC Server .......................................................... 50
Enable MSI logging....................................................................... 51
Install the e-mail client ................................................................. 52
Plan license assignment and allocation............................................. 52
Order and generate the IC 3.0 license ............................................. 52
Update your IC 3.0 installation media .............................................. 53
IC 3.0 SU 10 (New Patch Target) DVD .......................................... 54
Set up your IC 3.0 installation media (USB) key ............................. 54
Update for the latest IC 3.0 Service Update ................................... 55
Update for the latest IC 3.0 telephony software .............................. 55
For more information ................................................................. 55
(Optional) Install SNMP ................................................................. 56
 v

(Optional) IC Survey System ......................................................... 56

Support Pre-Production Verification Checklist .................................... 58
Chapter 4: Client Workstation ....................................................... 59
Client workstation hardware requirements ........................................ 59
Minimum requirements............................................................... 59
Recommended requirements ....................................................... 60
Microsoft Windows operating systems .............................................. 60
Microsoft .NET Framework ............................................................. 60
.NET Framework 3.0 installation................................................... 60
E-mail client ................................................................................ 61
Microsoft Outlook ...................................................................... 61
Microsoft Outlook Web Access...................................................... 61
Lotus Notes .............................................................................. 62
Novell GroupWise ...................................................................... 62
Administrative privileges ............................................................... 62
Enable MSI logging....................................................................... 62
IC client workstation applications .................................................... 62
IC User Applications ................................................................... 62
IC Business Manager Applications................................................. 63
IC Server Manager Applications ................................................... 63
IC User Applications additional requirements .................................... 63
Interaction Client Outlook Edition ................................................. 64
Internet Explorer Integration ....................................................... 64
IC Integration to Microsoft Dynamics CRM ..................................... 64
IC Integration to Microsoft Dynamics Great Plains ........................... 64
Interaction Fax ......................................................................... 65
Interaction Voicemail Player ........................................................ 65
SIP Soft Phone .......................................................................... 65
Other IC User Applications .......................................................... 66
IC Business Manager Applications additional requirements .................. 66
Interaction Supervisor Historical Reporting and Interaction Report
Assistant .................................................................................. 66
Interaction Recorder Client.......................................................... 67
Interaction Fax Cover Page Editor ................................................ 67
Other IC Business Manager Applications ........................................ 67
IC Server Manager Applications additional requirements ..................... 68
Interaction Host Recorder Client................................................... 68
Interaction SOAP Tracer ............................................................. 68
Other IC Server Manager Applications ........................................... 68
Chapter 5: Directory Server .......................................................... 69
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Chapter 6: Mail System................................................................. 71

Supported mail systems ................................................................ 71
E-mail server recommendations ..................................................... 72
E-mail security ............................................................................ 73
SSL/TLS................................................................................... 73
S/MIME.................................................................................... 74
Supported protocols for Microsoft Exchange servers ........................... 75
Microsoft Exchange Web Services-based integration........................... 75
For more information ................................................................. 76
Microsoft Exchange MAPI-based integration ...................................... 76
Supported Exchange servers (MAPI) ............................................. 77
Create an Exchange Distribution Group for IC users (MAPI) .............. 77
Assign IC administrator account permissions for Exchange (MAPI) ..... 84
Configure Outlook client on the IC Server (MAPI) ............................ 95
Configure IC for Exchange (MAPI) ............................................... 101
Exchange calendar access (Interaction Mobile Office)...................... 101
Microsoft Outlook for users......................................................... 102
Lotus Domino server.................................................................... 103
Supported Lotus Domino servers ................................................. 104
Assign the IC administrator permissions on the Lotus Domino server. 104
Install and configure the Notes client on the IC Server .................... 105
Configure IC for Lotus Domino/Notes ........................................... 106
Lotus Domino/Notes support limitations ....................................... 106
Novell GroupWise server .............................................................. 106
About the GroupWise Connector.................................................. 106
Supported GroupWise servers..................................................... 107
Configure the GroupWise POA(s) for SOAP .................................... 107
Generate the Trusted Application file ........................................... 108
Configure IC for GroupWise ........................................................ 108
GroupWise client on user workstations ......................................... 108
LDAP/SMTP/IMAP services ............................................................ 108
About LDAP, SMTP, and IMAP ..................................................... 109
Supported LDAP/SMTP/IMAP servers............................................ 109
Configure IC for LDAP/SMTP/IMAP ............................................... 110
Interaction Message Store ............................................................ 110
About Interaction Message Store ................................................. 111
Multiple mail providers: Interaction Message Store plus e-mail
provider .................................................................................. 111
Configure IC for Interaction Message Store ................................... 111
Interaction Message Store and virus scanning ............................... 112
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Required mail system information .................................................. 112

Chapter 7: Database Server ........................................................ 113
About IC database configuration .................................................... 113
IC database configuration options .................................................. 114
Reporting database ..................................................................... 114
Interaction Recorder database....................................................... 115
Interaction Tracker database......................................................... 116
Interaction Optimizer database...................................................... 116
Interaction Feedback database ...................................................... 117
SQL Server ................................................................................ 117
SQL Server requirements ........................................................... 117
Mixed Authentication Mode......................................................... 118
SQL Server ODBC driver ............................................................ 118
SQL Server database space planning ........................................... 119
SQL Server configuration ........................................................... 121
SQL Server database maintenance .............................................. 121
IC database configuration options for SQL Server........................... 122
Oracle ....................................................................................... 123
Oracle server requirements ........................................................ 123
Oracle ODBC driver/Oracle client requirements .............................. 124
Tablespace planning.................................................................. 124
Oracle database maintenance ..................................................... 126
Oracle configuration issues......................................................... 126
IC database configuration options for Oracle ................................. 126
Data retention ............................................................................ 127
Required database information ...................................................... 129
Database server name .............................................................. 129
Administrator account and password............................................ 129
Passwords for IC user accounts ................................................... 129
Chapter 8: Database Logging ...................................................... 131
About PMQ................................................................................. 131
Directory paths for file storage ...................................................... 131
Storage file naming ..................................................................... 132
Storage cleanup process .............................................................. 133
Data recovery............................................................................. 133
Chapter 9: Fax Support............................................................... 135
Supported fax platforms ............................................................... 135
Install and configure fax on the IC Server ....................................... 136
T.38 (fax over IP) ....................................................................... 136
Fax support for TAPI systems ........................................................ 137
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Install fax components on client workstations .................................. 137

IC User Applications install ......................................................... 137
IC Business Manager Applications install ....................................... 138
Fax component descriptions .......................................................... 138

Install Interaction Center........................................... 141

Chapter 10: IC Server Installation .............................................. 143
What is new on the IC 3.0 SU 10 (NPT) product disc? ........................ 143
New Installation Task List ............................................................. 144
Step 1: Verify IC Server prerequisites............................................. 147
Step 2: Telephony drivers ............................................................ 148
Install the Dialogic HMP software ................................................ 149
Install the Aculab software ......................................................... 149
Install the AudioCodes software .................................................. 152
Step 3: IC Server install ............................................................... 152
Step 4: IC Documentation Library install ......................................... 158
Step 5: Language Pack install ....................................................... 161
Step 6: Interactive Update Provider Install ...................................... 162
Step 7: Verify Service Update Applied............................................. 168
Step 8: IC Setup Assistant............................................................ 169
Refresh installation...................................................................... 171
Apply SU10 (NPT) to an existing IC 3.0 installation ........................... 172
Chapter 11: IC Setup Assistant ................................................... 175
Prepare for IC Setup Assistant....................................................... 175
Run IC Setup Assistant ................................................................ 177
Run IC Setup Assistant .............................................................. 178
Load IC Survey file ................................................................... 179
Confirm IC Administrator account................................................ 180
Confirm the domain .................................................................. 181
License file .............................................................................. 182
Select the dial plan ................................................................... 184
Enter the local area codes .......................................................... 186
Enter local exchanges ............................................................... 187
Select a reporting option............................................................ 188
Database configuration .............................................................. 189
Select the Microsoft SQL Server .................................................. 190
Configure the IC database name ................................................. 192
Configure the SQL database IC accounts ...................................... 194
Configure the SQL database files ................................................. 195
Select IC optional components .................................................... 197
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Configure Switchover servers ..................................................... 199

Configure the Switchover Dataprobe device .................................. 202
Configure Multi-Site for this Server .............................................. 204
Define Multi-Site Parameters ...................................................... 205
Site information ....................................................................... 206
Change the site name ............................................................... 207
Server Group Certificate and Private Key ...................................... 208
Server Group Certificate and Private Key Locations ........................ 210
Interaction Recorder compressed files location .............................. 213
Interaction Recorder unprocessed media files location .................... 215
Speech Recognition .................................................................. 217
Select mail providers................................................................. 218
Mail provider summary .............................................................. 221
Exchange configuration ............................................................. 223
Log Retrieval Assistant mailbox configuration ................................ 225
SIP Lines and Default Registration Group ...................................... 226
Dialogic HMP license information ................................................. 230
Dialogic HMP IP address selection................................................ 231
Devices detected ...................................................................... 232
Configure stations .................................................................... 234
Add Stations Assistant............................................................... 235
Create options ......................................................................... 236
Import SIP Stations from a CSV List ............................................ 237
Preview created stations ............................................................ 238
Access control.......................................................................... 239
Save SIP station data ................................................................ 240
Station licenses ........................................................................ 240
Complete Add Stations Assistant ................................................. 241
Configure Stations (showing created stations) ............................... 242
Create IC user accounts............................................................. 243
Configure IC user accounts ........................................................ 244
Add Users Assistant .................................................................. 245
Search options ......................................................................... 245
Search for mail users ................................................................ 246
Mail search results .................................................................... 247
Set extensions for IC user accounts ............................................. 248
Set passwords for IC user accounts ............................................. 249
Preview search results ............................................................... 250
Complete Add Users Assistant .................................................... 251
User worksheet ........................................................................ 252
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Configure IC user accounts (showing created user) ........................ 252

Configure IC workgroups ........................................................... 253
Manage workgroups .................................................................. 254
Configure role memberships ....................................................... 256
Manage Roles .......................................................................... 257
Configure default hours of operation ............................................ 257
Configure group call processing................................................... 259
Edit group call processing .......................................................... 259
DCOM Security Limits ................................................................ 261
Commit your choices................................................................. 263
Saving configuration ................................................................. 263
IC Setup Assistant completed ..................................................... 264
Re-run IC Setup Assistant ............................................................ 265
What you can change ................................................................ 266
What you can't change .............................................................. 268
\I3\IC directory paths and shares .................................................. 269
IC directory paths and shares table ............................................. 269

Post-Installation Procedures ...................................... 273

Chapter 12: Post-Installation Configuration ................................ 275
Interaction Administrator ............................................................. 276
System Administration procedures ................................................. 278
Complete additional telephony platform configuration........................ 279
Configure SIP lines ...................................................................... 279
SIP lines for station-to-station calls and registration groups ............. 280
SIP line security/Advanced Security feature license ........................ 280
Create SIP line for outbound calls ................................................ 281
Create line groups ....................................................................... 283
Create managed IP phones and associated SIP stations ..................... 283
Configure lines connected to telephony boards ................................. 285
Before you configure lines .......................................................... 285
Configure analog lines ............................................................... 285
Configure interfaces and digital lines ............................................ 287
Verify or create station configuration .............................................. 289
Verify station board configuration ................................................ 289
Verify non-managed SIP station configuration ............................... 290
Verify or create user configuration ................................................. 291
Allocate Access licenses ............................................................... 293
Client Access license allocation ................................................... 293
Basic Station license allocation.................................................... 295
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Verify or create workgroup configuration ......................................... 296

Verify or create roles configuration................................................. 298
Verify or create the dial plan ......................................................... 299
Verify a regional dial plan .......................................................... 299
Verify an old dial plan................................................................ 301
Connect phones and set lines to active ........................................... 301
Complete additional mail provider configuration ............................... 302
Test dial tone at stand-alone stations ............................................. 302
Test outside calls ........................................................................ 302
Test inbound calls ....................................................................... 302
Test DID calls ............................................................................. 303
Test auto-attendant..................................................................... 303
Install IC User Applications on client workstations............................. 305
Test Interaction Client .NET Edition phone on client workstations ........ 305
Test ACD ................................................................................... 306
Configure Interactive Update ........................................................ 306
Chapter 13: Client Workstation Installations ............................... 307
What is new in IC 3.0 SU 10 (NPT) for workstation installations? ......... 307
Workstation application install share directory contents for IC 3.0
SU 10 (NPT) and later ............................................................... 307
Interactive Update Client ........................................................... 310
IC User Applications .................................................................... 310
IC User Applications requirements ............................................... 311
Install IC User Applications ........................................................ 311
Install Interactive Update Client .................................................. 319
Verify FQDN resolution to ensure client connectivity with the host
IC Server ................................................................................ 324
IC User Application post-installation procedures ............................. 324
Modify, repair, or remove IC User Applications .............................. 325
IC Business Manager Applications .................................................. 327
IC Business Manager Applications requirements ............................. 327
Install IC Business Manager Applications ...................................... 328
Install Interactive Update Client .................................................. 329
Verify FQDN resolution to ensure client connectivity with the host
IC Server ................................................................................ 329
IC Business Manager Application post-installation procedures........... 329
Modify, repair, or remove IC Business Manager Applications ............ 329
IC Server Manager Applications ..................................................... 330
IC Server Manager Applications requirements................................ 330
Install IC Server Manager Applications ......................................... 330
Install Interactive Update Client .................................................. 331
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Verify FQDN resolution to ensure client connectivity with the host

IC Server ................................................................................ 331
IC Server Manager Application post-installation procedures ............. 332
Modify, repair, or remove IC Server Manager Applications ............... 332
Group Policy deployment .............................................................. 332
IC client-side applications in Citrix and Terminal Services environments332
Fax support on 64-bit workstations running IC User Applications ......... 333

Optional Installations and Additional Functionality ..... 335

Chapter 14: Optional Installations and Additional Functionality ... 337
Optional installations and utilities on the IC 3.0 SU 10 (NPT) product
disc .......................................................................................... 338
Optional installations ................................................................. 339
Additional Installs and Utilities .................................................... 341
Enable MSI logging on non-IC Servers ............................................ 342
Interaction Recorder and Interaction Screen Recorder ....................... 342
IC Remote Audio Compression Server............................................. 344
ASR Servers ............................................................................... 345
Text-to-Speech engines ............................................................... 346
Microsoft Speech API (SAPI) compliant TTS engines ....................... 346
MCRP supported TTS engines ..................................................... 347
IC VoiceXML Interpreter Server ..................................................... 347
Switchover................................................................................. 348
Interaction Multi-Site ................................................................... 350
Interaction Media Server .............................................................. 352
Interaction Client Web Edition ....................................................... 353
IC Web Services ......................................................................... 354
IC Session Manager (“Off-Server”) ................................................. 355
IC Integration to Microsoft Dynamics CRM ....................................... 356
IC Integration to Microsoft Dynamics Great Plains............................. 357
IC TAPI Recording and Monitoring Server ........................................ 358
IC Render Server ........................................................................ 359
Interaction Center Extension Library (IceLib) SDK ............................ 359
IC Client COM............................................................................. 360
IC SOAP Listener ........................................................................ 360
IC SOAP Notifier COM Components ................................................ 361
AudioCodes Gateway Configurator ................................................. 362
Interaction Migrator..................................................................... 362
IP Phone Configurator .................................................................. 362
IC Database Configuration ............................................................ 363
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IC Documentation Library ............................................................. 363

IC Printable Documentation .......................................................... 364
IC Serial Port Service ................................................................... 364
IC System Handlers ..................................................................... 364
Language Packs .......................................................................... 365
Interaction Client Mobile Edition .................................................... 366
Interaction Center Integration to Office Communications Server 2007 .. 366
IC Status Aggregator ................................................................... 367
Interaction Administrator Web Edition ............................................ 367
Interaction Mobile Web Client........................................................ 368
Interaction Process Automation ..................................................... 368
Interaction Recorder Client for IC Business Manager ......................... 369
Interaction SIP Station................................................................. 369
Interaction Recorder Extreme Query .............................................. 370
Interaction Recorder Remote Content Service .................................. 370
IC Integration to IBM Lotus Sametime ............................................ 371
Interaction Client BlackBerry Edition............................................... 371
IC Integration to RightNow Technologies ......................................... 372
Appendix A: OpenSSL Copyright ................................................. 373
Change Log ................................................................................ 375
Index......................................................................................... 387
 1

Introduction
In this section
• Chapter 1: Interaction Center Overview
• Chapter 2: Getting Started
Chapter 1: Interaction Center Overview 3

Chapter 1: Interaction Center

Overview
In this chapter
• The Interaction Center platform
• Customer Interaction Center
• Interaction Center platform applications
• Other Interaction Center platform products

The Interaction Center platform

Unlike proprietary PBX, voicemail and Interactive Voice Response (IVR) hardware
systems pieced together to manage communications, the Interaction Center platform
is an integrated, open software platform proven in more than 1,500 business
enterprises since 1997. At the heart of this powerful platform is the Interaction
Processor multi-threaded media event-processing engine, which handles multimedia
communication events including incoming and outgoing telephone calls, voicemail and
e-mail messages, faxes, button clicks on Web pages, and other interaction types.
The IC platform is implemented as a distributed client-server application. The server
portion, called the Interaction Center Server, runs on a Windows 2003 Server in
conjunction with SIP-based Voice Over IP or traditional PBX equipment. The
Interaction Center server interfaces seamlessly with e-mail servers such as Microsoft
Exchange, database servers such as SQL Server, and Web servers such as Microsoft
IIS on a local or wide area network (LAN or WAN) for optimum communications
flexibility. For system administrators and IT staff, the software-based Interaction
Center platform also provides a single point of control for easier integration to
business systems and fewer administration headaches.

Customer Interaction Center

Customer Interaction Center (CIC) delivers an innovative pre-integrated application
suite to manage all business communications on one platform. CIC's powerful contact
center applications and PBX / IP PBX call processing, voicemail, fax server and unified
messaging capabilities extend its reach throughout the enterprise — connecting and
empowering agents, supervisors and business users, to elevate productivity,
performance and customer service.
Our standards-based, all-in-one solution centralizes administration in a single
interface, reducing the complexity associated with CTI, and easing implementation and
maintenance for IT staff. Unlike hardware-centric, proprietary solutions, the CIC
4 Interaction Center platform applications

architecture gives organizations a clear-cut migration path to Voice Over IP. An all-
software IP option allows IT to deploy CIC with standard, off-the-shelf servers,
keeping overall costs low and IT’ s learning curve even lower.

Contact Center
For contact centers, the CIC solution is an all-in-one application suite to manage all
contact center interactions on one platform architected for SIP and voice over IP
(VoIP).
CIC is well-suited for contact centers with 25-5,000 agents, large businesses with
1,000 or more users, complex multi-site deployments, and organizations interested in
benefiting from a SIP-based VoIP system. CIC's built-in components and pre-
integrated add-on applications give you everything you need to achieve excellence in
business communications — in one complete solution.

Enterprise
CIC delivers an innovative pre-integrated application suite to manage all business
communications on one platform. CIC’s powerful contact center applications and PBX /
IP PBX call processing, voicemail, fax server and unified messaging capabilities extend
its reach throughout the enterprise — connecting and empowering business users,
agents and managers to elevate productivity, performance and customer service
Our Voice over IP solution, CIC is well suited for Enterprises with 100-15,000 users,
complex multi-site deployments, and organizations interested in benefiting from a SIP-
based Voice over IP system.

Interaction Center platform applications

This section describes some of the applications that complement the Interaction
Center platform. Each application provides a user interface for a specific function such
as desktop interaction management, administration, and customization.

Interaction Administrator
Interaction Administrator is a graphical console that is used to configure, customize,
and maintain various aspects of the Interaction Center platform, such as:
• Site information: Communications systems installed at different locations around
the world
• Telephony information: Line interfaces, (T1/E1, ISDN, PRI, etc.), fax lines,
dialing privileges, end-user handsets and headsets, etc.
• User information: Users, security, extensions, e-mail addresses, skills, etc.
• Group information: Group membership, security rights, skills, etc.
• Web information: Predefined URL’s, chat text, etc.
Chapter 1: Interaction Center Overview 5

• Data sources: Speed dial lists, public and private directories, etc.
• Server information: Resource path, Report paths, etc.

Interaction Attendant
Interaction Attendant is a graphical application used to create and maintain an
automated attendant to configure call routing to individual users and working groups
without writing or modifying handlers.

Interaction Designer
Interaction Designer is the graphical tool for creating and modifying handlers.
Handlers are the programs that define the interaction processing functionality of the
Interaction Center system. Hundreds of tools are available to perform a variety of
functions, including database access, e-mail, fax, telephony, and many more. By
logically linking these tools together in a handler, you can create functionality limited
only by your creativity.

Interaction Client
The Interaction Client is a graphical application that runs on the end-user’s desktop.
The Client interface resembles a notebook design, with different categories of
information grouped onto individual pages. The Interaction Client allows the user to
perform common functions, such as placing calls, answering calls, and transferring
calls, as well as providing the ability to perform call conferencing functions with ease.
Users can also adjust their status to direct calls to voicemail or forward their calls to a
different location. Additional features include presence management, speed-dial, and
auto-call processing rules.

Other Interaction Center platform products

This section summarizes additional Interaction Center platform products available from
Interactive Intelligence.

Contact center
This section describes Interaction Center platform contact center products.

Interaction Recorder
Pre-integrated to xIC, Interaction Recorder provides various levels of compression and
management of recorded calls. A major feature of Interaction Recorder is the ability to
organize and manage recorded calls for training, quality assurance, legal purposes,
etc.
6 Other Interaction Center platform products

Interaction Optimizer
Pre-integrated to CIC, Interaction Optimizer is a complete workforce management
(WFM) application for optimizing agent effectiveness in contact centers of all sizes,
from 20 agents to thousands.

Interaction Dialer
Interaction Dialer adds predictive dialing and campaign management capabilities to
Interaction Center. When combined with CIC, Interaction Dialer provides complete
outbound and blended call processing for contact centers and other organizations.

Interaction Director
Interaction Director is a call routing solution for multi-site contact centers. Working in
conjunction with CIC, Interaction Director routes calls to locations that can best handle
the calls. A single Interaction Director server can process thousands of calls per hour.

e-FAQ
e-FAQ is a comprehensive knowledge management system that helps organizations
process information requests that come via e-mail and the web. e-FAQ allows
organizations to make use of knowledge in the form of “frequently asked question”
(FAQ) lists to automatically service a variety of inquiries.

Enterprise messaging
This section describes Interaction Center Platform enterprise messaging products.

Messaging Interaction Center

Messaging Interaction Center (MIC), formerly Communité, is a complete unified
communications solution that takes unified messaging another step. Along with unified
messaging, the customizable MIC system offers one-number follow me, call screening,
real-time interaction management and other messaging functions, and can scale to
hundreds of thousands of users via its powerful architecture and LDAP capabilities.

SIP appliances
This section describes Interaction Center platform SIP appliances.

Interaction SIP Proxy

Interaction SIP Proxy is a Microsoft Windows-based software that runs on a PC. It
routes SIP messages between SIP-compatible devices such as VoIP phones, gateways,
IC Servers, Interaction Media Servers, and other endpoints.
Chapter 1: Interaction Center Overview 7

Interaction Gateway
Interaction Gateway provides a powerful gateway for SIP when integrated with a CIC
IP contact center, Interaction Dialer for SIP-based outbound predictive dialing, or CIC
IP PBX software for VoIP. Interaction Gateway is a hardware appliance that enables
voice and data traffic to be sent over the same network. It bridges different protocols,
so that IP can come in and external protocols, such as ISDN, can go out.
Chapter 2: Getting Started 9

Chapter 2: Getting Started

This chapter summarizes the administrative skills and licensing needed for IC systems,
and describes various sources of IC system information and where to find it.
In this chapter
• About this guide
• Administrative skills needed for IC systems
• Licensing
• Security features in IC 3.0
• Release and installation documentation
• IC Documentation Library
• IC 3.0 Support Web site
• Interactive Intelligence Test Lab site
• Applying Service Updates
• Upgrades
• IC 3.0 Service Update 10 (New Patch Target)
• Interactive Update 1.0
• SIP-based IC systems

About this guide

This guide is intended for partners, planners, implementers, administrators,
developers, and others who plan to install and configure a new IC 3.0 system. It
includes the pre-installation and post-installation procedures necessary for a
successful basic implementation of a new Interaction Center system.
Notes
• When describing basic Interaction Center functionality, this guide refers to
Interaction Center (IC).
• For further information, see “SIP-based IC systems” in this chapter.
• An IC 3.0 Service Update 10 (New Patch Target) DVD replaces the IC 3.0 GA DVD.
This guide has been updated to describe a new IC 3.0 installation from the IC 3.0
SU 10 (NPT) DVD. For more information, See “IC 3.0 Service Update 1.0 (New
Patch Target) and Interactive Update 1.0” in this chapter.

Administrative skills needed for IC systems

IC requires a broad range of administrative experience since it is PC and network
based, and because it interfaces with telephone system equipment and enterprise
10 Licensing

software such as Active Directory, Microsoft Exchange, Lotus Domino, Microsoft SQL
Server, Oracle Server and others. In fact, administrators from various departments
may work together on different aspects of IC and related systems.
Education services have developed a large curriculum of instructor-led and on-line
training designed to suit the needs of the implementer, day-day administrator,
developer, and other users of the Interaction Center systems. Please visit
education.inin.com for a complete list of training options.
Implementers of an IC system should have an industry recognized certification, such
as, Network+, MCSA, MCSE, CCNA, or CCNP or the equivalent experience. In addition,
implementers must meet Interactive Intelligence’s current certification requirements.
Please visit education.inin.com or e-mail [email protected] for more information on
receiving your IC certification.
Administrators who work on all or part of the IC system should be familiar with the
following:
• Windows 2003 server and its networking, domain, security, and Active Directory.
• QOS, networking concepts and troubleshooting, including use of a network
analyzer.
• Microsoft SQL Server or Oracle database management for IC data, such as report
logs, contact lists, etc. For sites with one of these databases already in use, the
Database Administrator (DBA) can help you.
• Microsoft Exchange Server and Exchange client software (e.g., Outlook), or Lotus
Domino (server) and Lotus Notes (client).
• Telephony hardware and software for the server (i.e., Dialogic boards, Aculab
boards, AudioCodes boards and Dialogic, Aculab, SIP/AudioCodes, Dialogic HMP, or
TAPI software).
• Phone system requirements and usage (e.g., incoming trunks, phone jacks,
workgroups, dedicated inbound or outbound lines, fax resources, dial plans, etc.).
• Flow control and basic programming concepts for those who modify or develop
handlers with our Interaction Designer.
IC administrators also need to have the knowledge and skills to plan for and perform
post-installation and day-to-day administrative tasks with Interaction Administrator
and other administrative applications.
If you need assistance or special expertise in one or more of these areas, contact your
IC distributor for expert consultation services, or ask about Interactive Intelligence's
Global Services Organization.

Licensing
IC uses a system management module for licensing. You can manage licenses on the
IC Server and flexibly allocate those licenses. As your business changes and grows,
you can easily view the status of your server licenses. This helps to better manage
Chapter 2: Getting Started 11

your budgeting concerns when increasing counts of features and functions on your
system.
Manage and configure your IC product licenses using the Interactive Intelligence
License Management Web site, at http://license.inin.com. New license types offer you
more flexibility in developing new applications and performing trials on new
functionality.

Interactive Intelligence License Management Web site

Interactive Intelligence has an application server license model. All features and
functions are turned on with licensing rather than installing modules at a later time
frame. This makes it much easier for system administrators to add functionality to the
system through licensing and subsequent configuration.
• Server features and functionality are licensed per server, referred to as
Feature Licenses. Each server is licensed in a multi-server environment. Turn on
features and functionality on each server with the server feature licenses. The CIC
server has a base server license with add-on server features that can be
purchased as a package or individually.
• Client features are licensed by user or station, or mixed, based on the
feature. These licenses are referred to as Access Licenses.
• The licensing structure includes a simplified port model. There are three types of
ports: External Call Ports, TIE line ports, and Outbound Dialing Ports.
• All stations require a Basic Station license. Each client type does include a
station.
12 Security features in IC 3.0

• You can also configure a remote station. In Remote Licenses, all clients that
login remotely use a station license when calls are directed to the remote station,
such as a cell phone, home phone, or PBX phone.
• New in IC 3.0, the Advanced Security feature license is required for SIP line,
SIP station, and managed IP phone security (TLS/SRTP).
• Starting with IC 3.0 Service Update (SU) 9, the I3_FEATURE_SU_ALLOWED
feature license key, which signifies a current Licensing, Maintenance, and Support
contract with Interactive Intelligence, must be present in the IC Server license in
order to apply IC 3.0 SU’s.
• Beginning on March 28, 2011 (coinciding with the release of IC 3.0 SU 11), IC 3.0
Production licenses include the information for both servers in a Switchover pair.
This single license file can be applied to both machines. See the IC Licensing
Overview in the Technical Reference Documents section of the IC Documentation
Library for information on how generate, apply, and update your license file.
For more information, see:
• “Plan license assignment and allocation” and “Order and generate the IC 3.0
license” in Chapter 3, “IC Server” in this guide.
• IC Licensing Overview in the Technical Reference Documents section of the IC
Documentation Library.
• Interactive Intelligence License Management Web site (http://license.inin.com).
• Interaction Center Security Concepts in the Technical Reference Documents
section of IC Documentation Library.

Security features in IC 3.0

Interaction Center (IC) offers a wide range of options that enable IC and network
administrators to choose the level of security appropriate for each site. Many security
features are enabled by default. Others must be chosen in licensing and configured in
Setup Assistant, Interaction Administrator, and other programs.
IC 3.0 security features can generally be grouped as follows:

Network (IP) domain connection security

To ensure that each remote subsystem or application that connects to the IC Server is
properly recognized and authenticated, IC uses the Secure Sockets Layer (SSL)
protocol and public/private digitally signed certificate keys in these connections.
This type of security ensures that programs on the network are authorized to connect
to the Interaction Center server and that the IC Server is validated when connecting to
other servers or workstations or devices on the network.
Chapter 2: Getting Started 13

SIP messages and audio (RTP) security

This type of security involves encrypting the Session Initiation Protocol (SIP)
messages that IC uses to control calls and connections between various devices.
Encrypting these messages via Transport Layer Security (TLS) provides an inexpensive
layer of security with little overhead that prevents call control from being intercepted
and attacks on audio devices.
If you desire additional security to ensure that audio cannot be intercepted or listened
to, you can specify SRTP (Secure RTP) audio protocol and even the audio
transmissions will be encrypted.
Important: The Advanced Security feature license is required for SIP line, SIP
station, and managed IP phone security (TLS/SRTP).

E-mail security
IC supports two types of e-mail security solutions: SSL/TLS and S/MIME.
• SSL/TLS: Protects e-mail transmissions between the IC Server and the e-mail
server. A “server certificate” for the e-mail server is required.
• S/MIME: Provides e-mail message encryption, integrity, and authentication
between senders and recipients. S/MIME requires e-mail certificates issued to
individuals (and if encryption is used, then private keys as well), and is for highly
security-sensitive e-mail users only.
For more information about security features in IC 3.0, see Interaction Center Security
Concepts in the Technical Reference Documents section of IC Documentation Library.

Release and installation documentation

Before you begin a new installation, we strongly recommend that you read the
following release and installation documentation included in the product box and/or
online.
Note: To ensure that you have the latest versions of these documents, visit the
Support Web site at https://my.inin.com/support/products/ic30/Pages/default.aspx.

Release Notes
Describes the new features in IC 3.0.

Product Information Sheet

Provides an introduction to the contents of the product box and any last minute
information.

Critical Considerations
Describes IC 3.0 feature availability and technical notifications and clarifications.
14 IC Documentation Library

Known Issues
Lists the known issues in IC 3.0.

New Installation Checklists

Follow the checklists to perform a new IC 3.0 installation. Each summary step contains
a reference to the Installation and Configuration Guide.

Installation and Configuration Guide

Describes how to install and configure a new IC 3.0 installation. It includes IC Server,
client workstation, database server, mail server, and optional server prerequisites, and
post-installation procedures.

Upgrade Guide
Describes how to upgrade an IC 2.3.x or 2.4 system to IC 3.0 on an existing Windows
2003 server, keeping the same telephony platform. It includes pre-upgrade and post-
upgrade procedures necessary for a successful upgrade installation.

Telephony Application Notes

Contain detailed instructions for installing and configuring the appropriate telephony
hardware and software on the IC Server. Available online on the Support Web site at
https://my.inin.com/support/products/ic30/Documentation/mergedProjects/wh_an/ind
ex.htm.
• Dialogic Application Note
• Aculab Application Note
• SIP Application Note
• Cisco TAPI Application Note

IC Documentation Library
The Installation and Configuration Guide makes many references to finding
documentation in the IC Documentation Library.
The IC Documentation Library merges all help systems and documentation installed on
the IC Server into a single searchable unit. The IC Documentation Library enables you
to:
• Access the entire documentation set from one location.
• View or search the entire documentation set for a document title, topic, term, or
keyword.
Chapter 2: Getting Started 15

IC Documentation Library
You can view the IC Documentation Library from:
• The IC Server from Start…Programs…Interactive Intelligence…Online
Documentation…IC Documentation Library, after completing the IC Server
installation.
• The Support Web site at
https://my.inin.com/support/products/ic30/Documentation/index.htm.

Printable online help and quick reference material

The IC printable documentation provides print versions in .pdf format of the IC online
help systems. The source files for the quick reference guides are also available in .doc,
.vsd, or .pub formats for partners who want to make their own customized versions of
these documents.
Starting in IC 3.0 SU 11, IC printable documentation is available from the Interactive
Intelligence Support web site at
https://my.inin.com/support/products/ic30/Pages/IC30PrintableDocumentation.aspx
16 IC 3.0 Support Web site

IC 3.0 Support Web site

The IC 3.0 Support Web site at
https://my.inin.com/support/products/ic30/Pages/default.aspx is the central location
for the latest IC 3.0 release information, documentation, system software and
hardware requirements, telephony platform information, Service Updates, and
downloadable utilities.

IC 3.0 Support Web site

Interactive Intelligence Test Lab site

The Interactive Intelligence Test Lab site at http://testlab.inin.com/ is a resource for
tracking hardware and software components recommended for use with Interaction
Center products, tested and approved by Interactive Intelligence.
Chapter 2: Getting Started 17

Interactive Intelligence Test Lab site

Applying Service Updates

IC 3.0 Service Updates consist of a set of .msp files instead of a single installation
program file. Each .msp file contains updates to specific applications or utilities
installed on the IC Server, workstations, or other devices on the IC network. The
benefit to resellers and direct customers is that only the applicable .msp files need to
be downloaded and applied.
18 Applying Service Updates

You can choose to apply an IC Service Update in one of the following ways:

1. Using Interactive Update (Recommended):

Interactive Update is a feature similar to the Microsoft Update process.
Interactive Update is designed to provide a more robust and complete solution for
updating any Interactive Intelligence software. It alerts resellers and direct
customers when a Service Update is available, and provides detailed information
about the contents of the Service Update.
• Automatic update mode: Interactive Update automatically checks for,
downloads, and applies the appropriate Service Update components to the IC
Server, workstations, and other devices on the IC network at a specified
interval and time.
• Manual update mode: Interactive Update automatically checks for and
downloads the appropriate Service Update components; and the system
administrator determines when to apply the components to the IC Server,
workstations and other devices on the IC network. Alternatively, Interactive
Update simply checks for Service Updates; and the system administrator
determines when to download and when to apply the components.

2. Manual Download:
In the manual download procedure, you download the Service Update components
from the Support Web site and apply the appropriate components to the IC
Server. You then can choose either of the following methods to apply Service
Update components to workstations and other devices on the network:
• Allow Interactive Update to download and apply the appropriate components
to workstations and other devices on the IC network.
• Manually download and apply the appropriate components to workstations
and other devices on the IC network.
For more information, see:
• The Service Update pages on the IC 3.0 Support Web site at
https://my.inin.com/support/products/ic30/Pages/Service-Updates.aspx for the
latest IC 3.0 Service Update.
Chapter 2: Getting Started 19

IC 3.0 Support site – Service Updates

• Interactive Update in the Technical Reference Documents section of the IC

Documentation Library.

Upgrades
If you plan to upgrade an IC 2.3.x or 2.4 system to IC 3.0, please see the Upgrade
Guide, in the Installation and Configuration section of the IC Documentation Library at
https://my.inin.com/support/products/ic30/Documentation/index.htm.
The Upgrade Guide describes a number of upgrade scenarios, some of which use
Interaction Migrator, a versatile, release-independent utility that exports and
imports IC configuration data and custom handlers. The Interaction Migrator utility
and the Interaction Migrator technical reference are available to download from the
Support Web site at https://my.inin.com/support/products/Pages/Interaction-
Migrator.aspx.
Your upgrade implementation scenario will determine whether you will perform an IC
Server upgrade installation on an existing Windows 2003 server keeping the same
telephony platform, following the instructions in the Upgrade Guide, or whether you
will perform a new IC Server installation and use Interaction Migrator to export/import
the IC configuration data.
20 IC 3.0 Service Update 10 (New Patch Target)

IC 3.0 Service Update 10 (New Patch Target)

The IC 3.0 SU 10 release is the "New Patch Target" (NPT) — the new reference point
from which future SU's will be based.
• Interactive Intelligence created a "New Patch Target" at IC 3.0 SU 10 to reduce
the file size of future SU's and to establish a new point from which to install new
IC 3.0 systems and upgrade IC 2.x to 3.0 systems.
• The IC 3.0 SU 10 (NPT) files are unique. They are distributed as msi's, not .msp's.
However, they function as .msi's for new IC 3.0 installations and upgrade IC 2.x to
3.0 installations and as .msp's to patch previous SU's in existing IC 3.0
installations.
• An IC 3.0 DVD containing the IC 3.0 SU 10 (NPT) .msi's (plus other important
changes) replaces the IC 3.0 GA DVD. No previous IC 3.0 versions are needed. For
details on the changes to the IC 3.0 SU10 (NPT) DVD, see Chapter 10: “IC Server
Installation” in the Installation and Configuration Guide.
For more information see:
• The Service Updates pages on the IC 3.0 Support Web at
https://my.inin.com/support/products/ic30/Pages/Service-Updates.aspx.

Interactive Update 1.0

Released in conjunction with IC 3.0 SU 10 (NPT), Interactive Update becomes
a separate product with its own major release and SU release cycles. Interactive
Update 1.0 is the current release version.
• In IC 3.0 GA through SU 9, Interactive Update Provider and Interactive Update
Client were included in the IC Server .msi/.msp's, and Interactive Update Client
was included in workstation application and all other IC product or component
.msi/.msp's.
• Since the IC 3.0 SU 10 (NPT) release, the new Interactive Update product consists
of separate Interactive Update Provider and Interactive Update Client installs. In
the first Interactive Update product release, they are .msi files. In Interactive
Update 1.0 SU 8 and later, they are .msp files.
For more information see:
• The Interactive Update 1.0 Support site at
https://my.inin.com/support/products/IUpdate10/Pages/default.aspx.

SIP-based IC systems
SIP-based IC systems consist of some or all of the following components:
• IC Server Switchover system with Dialogic HMP or AudioCodes
Chapter 2: Getting Started 21

• Interaction Gateway
• Interaction SIP Proxy
• Interaction Media Server
• IP phones
This guide provides some basic information about installing and configuring SIP-based
IC systems and provides references to various SIP-related technical reference
documents; however, it does not provide specific instructions for preparing for and
implementing an SIP-based IC system.
Education services offers a course called “VoIP Bootcamp” that explains how to:
• Configure SIP components of an IC system:
- SIP lines and line groups
- Dial Plan and Regionalization
- Monitor voice resource usage
- Deploy IC Switchover using SIP
- Understand and configure secure SIP (SIP TLS) and secure RTP (SRTP)
• Deploy Interactive Intelligence SIP products in a VoIP environment:
- Interaction SIP Proxy
- Interaction Media Server
- Interaction Gateway (Gen 2)
• Monitor, capture and troubleshoot SIP traffic:
- Use network analysis tools to troubleshoot VoIP issues
- Configure and troubleshoot standard networking protocols, including:
- BootP
- DHCP
• Deploy third-party SIP devices as part of an IC deployment:
- Interactive Intelligence provisioning for managed Polycom SoundPoint IP phones
• Configure AudioCodes analog and digital gateways
Please visit education.inin.com or e-mail [email protected] for more information.
Chapter 2: Getting Started 23

Pre-Installation
Procedures
The Interaction Center platform uses many technologies that ensure reliability,
extensibility, and provide many of the features and benefits of the platform.
Requirements for the IC Server, client workstation, and peripheral servers must be
met before installing the Interaction Center software.
In this section
• Chapter 3: IC Server
• Chapter 4: Client Workstation
• Chapter 5: Directory Server
• Chapter 6: Mail System
• Chapter 7: Database Server
• Chapter 8: Database Logging
• Chapter 9: Fax Support
Chapter 3: IC Server 25

Chapter 3: IC Server
This chapter discusses the requirements and pre-installation procedures for the IC
Server.
Please check the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx.
In this chapter
• IC Server hardware requirements
• IC Server software requirements
• IC Server configuration recommendations – pre- and post- Windows OS
installation
• Recommended third party tools
• Anti-virus requirements and best practices
• Telephony platform
• Security-related pre-installation procedures
• Create and configure the IC administrator account
• Enable MSI logging
• Install the e-mail client
• Plan license assignment and allocation
• Order and generate the IC 3.0 license
• Update your IC 3.0 installation media
• (Optional) Install SNMP
• (Optional) IC Survey System
• Support Pre-Production Verification Checklist

IC Server hardware requirements

Note: This section presents IC Server hardware requirements for software-based and
board-based solutions at the time of the IC 3.0 GA release. For current sizing
guidelines, contact Interactive Intelligence Sales.
This section contains the following IC Server hardware requirements for the IC 3.0 GA
release.
• IC Server - software-based solutions
• IC Server - board-based solutions
26 IC Server hardware requirements

All customer applications vary. It is highly recommended that packaged configurations

are used when possible. Custom engineered hardware solutions require that a design
specification be created to ensure that the customer’s specific application requirements
are met by the server and/or board configuration proposed. The following hardware
requirements are intended as guidelines and not guaranteed to meet the needs of
every high scale application.

IC Server - software-based solutions

This section describes the IC Server hardware requirements for large, medium, and
small implementations of software-based (Dialogic HMP) IC systems.
• Verified processors for software-based solutions
• IC Server – software-based solutions – large implementations
• IC Server – software-based solutions – small implementations
• Special hardware considerations for Dialogic HMP systems

Verified processors for software-based solutions

Software-based solutions (Dialogic HMP) IC systems are based on CPU model. See the
Dialogic Web site to ensure that your server processor is validated for use with
Dialogic HMP 3.0.
(http://www.dialogic.com/main/dialogic/home/products/ip_enabled/hmp_faq.htm#Wh
at_processors_does_Dialogic_HMP_support_).

IC Server - software-based solutions - large implementations

• 300 to 500 HMP G.711 IP resources (LBR coders will significantly increase CPU
needs)
Component Requirement

Verified IC Choose one of the verified servers listed on the Interactive Intelligence Test
Server Lab site at http://testlab.inin.com that meet the server specifications for large
implementations.

Processor Dual (2) Quad core 2.0 GHz or greater processors with 8 MB L2 cache (fastest
available recommended)

Memory 4 GB system RAM

Adapter Dual channel U320 SCSI adapter with support for RAID 1 and RAID 10

Hard drive Six U320 SCSI hard drives (RAID 10 + RAID 1 configuration) [High
Performance Controller]

Optical drive DVD-ROM drive

Chapter 3: IC Server 27

NIC card 1000 MB

IC Server - software-based solutions - medium implementations

• 100 to 300 HMP G.711 IP resources (LBR coders will significantly increase CPU
needs)
Component Requirement

Verified IC Choose one of the verified servers listed on the Interactive Intelligence Test
Server Lab site at http://testlab.inin.com that meet the server specifications for
medium implementations.

Processor Dual (2) Dual core 3.0 GHz or greater processors with 1MB L2 cache (fastest
available recommended)

Memory 2 GB system RAM

Adapter Single or dual channel U320 SCSI adapter with support for RAID 1 [High
Performance Controller]

Hard drive Four U320 SCSI hard drives (RAID 1 + RAID 1 configuration)

Optical drive DVD-ROM drive

NIC card 1000 MB

IC Server - software-based solutions - small implementations

• Less than 100 HMP G.711 IP resources (LBR coders will significantly increase CPU
needs)
Component Requirement

Verified IC Choose one of the verified servers listed on the Interactive Intelligence Test
Server Lab site at http://testlab.inin.com that meet the server specifications for small
implementations.

Processor Dual core 1.8 GHz or greater processors with 1MB L2 cache (fastest available
recommended)

Memory 2 GB system RAM

Adapter Single or dual channel U320 SCSI adapter with support for RAID 1 [High
Performance Controller]

Hard drive Four U320 SCSI hard drives (RAID 1 + RAID 1 configuration)

Optical drive DVD-ROM drive

NIC card 1000 MB

28 IC Server hardware requirements

Special hardware considerations for Dialogic HMP systems

This section discusses special hardware considerations for IC 3.0 Dialogic HMP
systems.

IC Servers with more than 4GB RAM not supported

IC Servers with more than 4 GB of physical memory (RAM) are not supported. The 32-
bit x86/IA-32 architecture allows for addressing of no greater than 4 GB RAM. Physical
Address Extensions (PAE) and similar mechanisms can overcome this limitation on 32-
bit processors (or 64-bit processors in legacy mode).

Notes
• Dialogic HMP 3.0 SU 272 and later support PAE.
• Interactive Intelligence supports PAE on IC 3.0 only. PAE is not supported on
earlier IC releases.

64-bit capable processors supported with caveats

Interactive Intelligence supports 64-bit capable processors on software-based
(Dialogic HMP) IC systems, but only in 32-bit ("legacy") mode. This means:
• IC Servers with 64-bit processors must run Microsoft Windows Server 2003 32-bit
version OS, not the 64-bit version. (See “IC Server software requirements” in this
chapter.) Neither Dialogic HMP nor IC support the use of the Microsoft Windows
Server 2003 64-bit version OS. The CPU's on Microsoft Windows Server 2003 32-
bit OS will automatically fall back to legacy mode.
• Take special care when ordering servers with 64-bit capable processors because
the factory default will likely be the Microsoft Windows Server 2003 64-bit version.
You can either: 1) Make sure you order the 32-bit version from the factory, OR 2)
Be prepared to reload the OS from scratch with the 32-bit version. The second
option requires the correct licensing and supporting software. Servers like HP
Proliant may also require the specific version of the pre-load disks.

Disable unused NICs on IC 3.0 Servers with large Dialogic HMP licenses
We recommend that you disable any unused NICs on IC 3.0 Servers with large
Dialogic HMP licenses. HMP requires large amounts of Nonpaged Pool Memory, which
is a kernel memory resource. The maximum amount of Nonpaged Pool Memory in
Windows Server 2003 32bit versions is 256MB. If the total amount of Nonpaged Pool
Memory in use is over 236 MB’s, OS failures can start to occur or HMP may fail to
start. For systems with large HMP licenses, this limit could be reached depending on
the hardware and drivers installed. Servers with extra NICs have been known to put a
server over this threshold. Each enabled NIC in a server typically consumes ~5MB of
nonpaged pool memory. When disabling an unused NIC, ensure the HMP license is not
using the MAC of the NIC that is about to be disabled or else the HMP license will need
Chapter 3: IC Server 29

to be changed. It is also important to ensure that the network names in Windows

remain identical between both servers if they are in a switchover pair configuration.

IC Server - board-based solutions

This section describes the IC Server hardware requirements for large and small
implementations of board-based IC systems.
• Verified servers for board-based solutions
• Supported board-based solutions
• IC Server – board-based solutions – large implementations
• IC Server – board-based solutions – medium implementations
• IC Server – board-based solutions – small implementations

Verified servers for board-based solutions

Interactive Intelligence requires that the IC Server hardware be verified as acceptable
for installation of IC.
The Interactive Intelligence Test Lab site (http://testlab.inin.com/) contains a list of
servers that have been verified to work with Interactive Intelligence products. If you
have a server that you would like to be verified, contact the server verification team.
Interaction Server verification provides official Interactive Intelligence verification to
partners with specific server and hardware configuration needs. Verification is based
on vendor and a predetermined configuration.

Supported board-based solutions

IC 3.0 supports the following board-based solutions:
• Aculab boards
• Aculab board(s) + AudioCodes IP board(s)
• Dialogic boards
• Dialogic board(s) + AudioCodes IP board(s)

Notes
• ISA boards for Dialogic systems are no longer supported.
• AudioCodes IP boards are supported for existing AudioCodes systems only.
• If you are upgrading to IC 3.0 may use their existing hardware (Windows 2003
SP2 server required – see “IC Server software requirements” in this chapter).
30 IC Server software requirements

IC Server - board-based solutions - large implementations

Number of provisioned users supported in large implementations:
• Up to 250 agents/users in an ACD environment (single IC Server)
• Up to 1,000 users in a non-ACD environment (single IC Server)
See the Interactive Intelligence Test Lab site at http://testlab.inin.com for a list of
verified servers.

IC Server - board-based solutions - medium implementations

Number of provisioned users supported in medium implementations:
• Up to 100 agents/users in an ACD environment
• Up to 500 users in a non-ACD environment
See the Interactive Intelligence Test Lab site at http://testlab.inin.com for a list of
verified servers.

IC Server - board-based solutions - small implementations

Number of provisioned users supported in small implementations:
• Up to 25 agents/users in an ACD environment
• Up to 250 users in a non-ACD environment
See the Interactive Intelligence Test Lab site at http://testlab.inin.com for a list of
verified servers.

IC Server software requirements

This section describes the IC Server software requirements. Always check the Support
Web site for recent updates.

Microsoft Windows operating systems

Microsoft Windows 2003 provides a stable foundation on which the Interaction Center
platform is built. IC 3.0 requires one of the following Windows OS versions:
• Microsoft Windows Server 2003 Standard (32-bit) SP2
• Microsoft Windows Server 2003 Enterprise (32-bit) SP2
• Microsoft Windows Server 2003 R2 Standard (32-bit) SP2
• Microsoft Windows Server 2003 R2 Enterprise (32-bit) SP2
Chapter 3: IC Server 31

Notes:
• Check the Test Lab site at http://testlab.inin.com/ for the latest service packs
certified for use with IC 3.0.

Microsoft .NET Framework

Microsoft .NET Framework 3.0 is required on the IC Server (as well as client
workstations and all other optional, non-IC Servers).

IC Server configuration recommendations: pre- and post-

Windows OS installation
Interactive Intelligence recommends the following pre- and post- Windows OS
installation configurations.

Pre- Windows OS installation configurations

Complete the following configurations before installing the Windows OS.

Drive partitions and RAID

• Partitioning the drives helps to avoid system problems due to applications filling up
drive space. RAID implementation (Levels 1 & 10) protects the data from possible
hardware failures. We recommend that you set up the IC Server storage
configuration as follows:
• We recommend your server incorporate a hardware RAID adapter to help
protect your data from hardware failure. Additionally the hardware RAID
adapter should include a battery-backed or flash-backed write cache module. In
the event of power or hardware failure these modules maintain the integrity of any
data that was cached at the moment of failure. Upon recovering from the failure,
the data contained within the cache should be salvageable. Great care should be
taken to insure that the RAID adapter can support multiple arrays of differing
formats and that there are no hidden issues with the number of drives that can be
used to make a RAID10 array. RAID10 arrays of 4 - 8 hard drives are very
common implementations.
• The typical array configuration may vary from a single RAID 1 for smaller
implementations to a single RAID10 for more storage capacity in larger
configurations. In the largest enterprise-scale implementations, it may also
make sense to incorporate a second RAID1/10 array dedicated to trace logging
data. In this particular RAID+RAID configuration, the secondary RAID1 or RAID10
array would provide much better overall performance than adding additional drives
to the already busy primary RAID10. The need for RAID1 versus RAID10 on this
secondary array would be determined by overall storage capacity needs.
32 IC Server configuration recommendations: pre- and post- Windows OS installation

• In single RAID array environments, we recommend at least 300 GB of drive

space. We would recommend creating a minimum 60 GB partition (C:\ - OS
partition) for the operating system. If space permits, an 80 GB C:\ partition is
preferred. Next we recommend creating a second partition (D: \-
Data/Applications) to house all of the application data including the IC Server
installation. This D:\ partition is recommended to be at least 60GB but ideally
would be the same size as the C:\ OS partition. Lastly we recommend creating an
E: partition (E:\ - Logging) utilizing all of the remaining space on this single RAID
format array. Additionally we recommend enabling file compression for the logging
directory. This has proven to result in a minimal CPU load increase while reducing
files sizes to roughly half that of the uncompressed log files. This will be done by
default in future releases. The check box to enable this compression feature can
be found in Properties->General Tab->Advanced Attributes for the particular
logging folder.
• In the dual RAID array environments, we recommend increasing the size of the
C:\ partition(C:\ - OS partition) to 100 GB and leaving the remaining disk space of
the primary RAID10 for the D\: partition (D:\ - Data/Applications). We then
recommend creating the E:\ partition (E:\ - Logging) with the entire available disk
space on the second RAID1 or RAID10 array. This will greatly benefit logging
storage capacity and offload heavy logging I/O bandwidth. We also recommend
enabling file compression of the logging directory for even the enterprise-scale
implementations.

Computer name
Verify the customer’s requested server/computer name and use accordingly. If no
preferred name has been indicated, use ICServer as the computer name.

TCP/IP protocol
During Windows installation, set up TCP/IP as the only network protocol unless the
customer has requested additional protocols. TCP/IP is required for IC.

Domain requirements
All necessary interdomain trust relationships must exist and all necessary interdomain
replication must be occurring.

Post- Windows OS installation configurations

Complete the following configurations after installing the Windows OS.
Chapter 3: IC Server 33

Paging files
Change the Initial Size (MB) of the page file for the Applications and Background
Services to the recommended value. This will typically be an initial value of 1.5 times
the physical memory in the server. This means for a system with 4GB of physical
memory, your initial swap file size should be 6GB. The screen illustration below shows
where the recommended value is displayed.

Recommended paging file size value

Viewing options
Change the folder viewing option to enable you to see all files, including the system
and hidden files in every folder.

Debuggers
Interactive Intelligence recommends that you use the DrWtsn32 debugger application.
DrWtsn32 is installed automatically with Windows Server Operation Systems. (The
WinDb and MSDev debugger applications may be installed on the server only if
instructed by Interactive Intelligence.)
34 IC Server configuration recommendations: pre- and post- Windows OS installation

Relocate the Windows TEMP directory

To help prevent the partition housing the operating system from running low on disk
space, we recommend that the Temp environment variables be moved off of the
operating system partition. To accomplish this, log in as the IC Service Account, right
click on My Computer, select the Advanced tab, and click Environment Variables. Look
for the four Temp locations that should be updated. TEMP and TMP should be updated
for both the IC Service Account User variables, as well as the System variables:

Update the Temp locations so that they are not located in the operating system partition
Please note that the Temp path should be on a fault tolerant partition. Complete loss
of the Temp path can cause the operating system to stop functioning.

Teaming network interfaces

The joining or teaming of multiple network interface cards/ports (NIC's) on the IC
Server is supported, but only in certain configurations. Systems using Dialogic HMP as
their telephony platform, Interaction Center Media Servers, or any server that deals
with real time audio across the network may only use particular forms of adapter
teaming. Different vendors may use different terms for different teaming models, but
the basic rule is that only fault-tolerant configurations are supported. Teaming forms
that employ load balancing are not supported.
Choosing to deploy NIC teams makes deployments, maintenance, and troubleshooting
more difficult. Understand the correct way to implement a QoS Network can be a
Chapter 3: IC Server 35

challenge in itself. While it is impossible to test every switch type, teaming method,
NIC, NIC Driver, and HMP SU version, and customer environment in combination with
the IC Software, following these guidelines gives you your best chance for success.
Best practices dictate that customers fully test the strategy they want to use prior to
using the architecture in production. See the documentation for your server for more
information.
For more information, see Interactive Intelligence KB article
https://my.inin.com/Support/Pages/KB-Details.aspx?EntryID=Q120397536200799.

Recommended third party tools

Interactive Intelligence recommends installing the following third party tools on the IC
Server.

Compression Software
While recent versions of Windows support the ZIP compression format natively you
may wish to install a more robust compression software onto the server. Compressing
files is very useful when submitting log files to ININ Support as part of the
troubleshooting process. Most support engineers prefer .ZIP files, though most can
accept .RAR as well.

Anti-virus software
Interactive Intelligence has verified that Norton Anti-Virus and McAfee VirusScan
software can be installed on the Interaction Center platform server(s) as part of a
system-wide anti-virus strategy. The customer or partner has the option to install anti-
virus software. For more information, see “Anti-virus requirements and Best Practices
in this chapter.

Adobe Acrobat Reader

Install the latest version of Adobe Acrobat Reader in order to view documentation in
.pdf format.

Disk defragmentation
We recommend that you defragment all hard disks on the IC Server. Use a program
such as Diskeeper to automatically run at an off-hour time such as Monday Morning
(Sunday Night) at 1:00am. Interactive Intelligence Testing has verified Diskeeper as a
file management tool for use with IC. Check the Test Lab site at
http://testlab.inin.com/ for the latest versions supported.
36 Anti-virus requirements and best practices

Anti-virus requirements and best practices

This section provides the anti-virus software best practices and additional information
for the IC 3.0 Server. (Similar information is applicable to Interaction Media Server
and other subsystem servers. See the documentation for these servers for more
information.)
Perform the following tasks when installing an anti-virus software product on the IC
Server:
• Install only a supported anti-virus product
• Install only the virus protection security feature
• Configure real-time protection for only write operations
• Exclude continually accessed file types and directories
• Update virus definitions daily
• Conduct a full scan of the file system on a regular basis
See the Interactive Intelligence Testlab site at http://testlab.inin.com (under Data and
System Protection) for instructions on configuring supported anti-virus software
products for use with the IC Server and its subsystem servers.

Install only a supported anti-virus product

Interactive Intelligence selects and tests different anti-virus software products from
multiple vendors based on the popularity of the product in customer environments.
Interactive Intelligence tests each anti-virus software product on several criteria, such
as performance impact, compatibility, and processing capacity. Interactive
Intelligence then validates specific anti-virus software products for use with the IC
Server and its subsystem servers.

To view the supported anti-virus software products

1. Open a web browser and navigate to the Interactive Intelligence Testlab site at
http://testlab.inin.com.
2. Select Data and System Protection. The page displays the supported anti-virus
products, supported versions, and any impacts on performance and capacities for
Interaction Center and its subsystem servers.
Important: Ensure that you know the anti-virus software product and version
that you will use on the IC Server and subsystem servers before making your
purchasing decisions. Some anti-virus software products reduce capacities and
performance, which require additional servers or affect licensing decisions.
Chapter 3: IC Server 37

Install only the virus protection security feature

Many software security products and suites include features in addition to virus
protection. For performance and capacity considerations, The IC Server and its
subsystem servers do not support any third party security features other than virus
protection. Many of these security features require the installation of drivers that can
introduce decreases in performance and capacity, such as resets of network interface
adapters.
The following list provides some of the unsupported security features that software
security suite products can install:
• Firewall
• Malware protection
• Spyware protection
• Intrusion prevention
• Network monitoring
Important: Since security suite products typically install all security features by
default, Interactive Intelligence requires that you do not use standard or default
installation options. Customize the installation to include only virus protection.

Configure real-time protection for only write operations

Most anti-virus software products provide a real-time protection feature, which scans
for viruses when a program or process attempts a read, write, modify, or execute
operation on a file. The terminology for this type of feature varies between anti-virus
software products, such as On-Access Scanning and Auto-Protect. See the
documentation for your anti-virus software product to determine its terminology for
that feature.
Server software products execute and read files frequently. Configuring for the real-
time protection feature can significantly reduce input and output performance of the
storage media, create file lock contention, and cause a reduction in processing
capacities of the host server.
Important: Configure the real-time protection feature of your anti-virus software
product to scan for viruses for only write operations, such as when files are created or
modified.

Exclude continually accessed file types and directories

To process the interactions in your organization, the IC Server and its subsystem
servers must write and modify files such as recordings and log files on a rapid,
continual basis. To ensure the maximum performance, configure your anti-virus
software product to exclude specific file types and directories, presented in this
section.
38 Anti-virus requirements and best practices

Files and file types to exclude

Configure your antivirus software product to exclude the following files and file name
extensions:
• .fbma
• .rpt
• .i3p
• .i3c
• .ivp
• .dxs
• .ihd
• .i3pub
• .ininlog (IC 3.0 log file format)
• .ininlog.ininlog_idx (IC 3.0 log index file format)

Directories and subdirectories to exclude

Configure your anti-virus software product to exclude the following directories and all
subdirectories:
• ${ICDrive}\I3\IC\Recordings
• ${ICDrive}\I3\IC\Logs
• ${ICDrive}\I3\IC\Work
• ${ICDrive}\Program Files\Aculab\v6\Firmware, if Aculab software is installed
• ${ICDrive}\Program Files\Dialogic, if Dialogic board-based software is installed
• ${ICDrive}\I3\IC\Mail
• ${ICDrive}\I3\IC\Persistence
• ${ICDrive}\I3\IC\PMQ
• ${ICDrive}\I3\IC\Server\Firmware
• ${ICDrive}\I3\IC\Server\LRA
• All directories and included subdirectories that are specified as server parameters
in Interaction Administrator
• All directories and subdirectories that the IC Switchover system mirrors
Important:
• When you exclude a directory, ensure that all of its subdirectories are also
excluded.
Chapter 3: IC Server 39

• Your specific anti-virus software produce may require additional configuration.

Consult your anti-virus software product documentation on the Interactive
Intelligence Testlab site at http://testlab.inin.com for any special instructions
beyond these recommendations.

Update virus definitions daily

Interactive Intelligence strongly recommends that you configure your anti-virus
software product to download and implement new virus definitions on a daily basis.
Schedule these updates to occur during off-peak hours. For more information about
virus definitions, see your anti-virus software product documentation.

Conduct a full scan of the file system on a regular basis

Interactive Intelligence strong recommends that you configure your anti-virus
software product to scan the file system of the host server storage media on a daily or
weekly basis. Schedule this scan to occur during off-peak hours. Ensure that you
select a time for starting the scan that allows it to finish before demand on host server
resources increases.
Important: Some anti-virus products use separate exclusion files for real-time
protection and full system scans. Ensure that you define the files and directories
excluded in Exclude continually accessed file types and directories for both types of
scans.

Telephony platform
This section contains the following telephony platform requirements for the IC 3.0
release.
• Supported telephony software
• Telephony hardware
• Supported SIP configurations
• Where to find telephony platform information
• Dialogic HMP
• Dialogic board-based
• Aculab
• AudioCodes
• Cisco TAPI
40 Telephony platform

Supported telephony software

The following table summarizes the supported telephony platforms and telephony
software versions at the time of the IC 3.0 SU10 (New Patch Target) release.
Telephony Telephony software Comments
platform versions

Dialogic HMP Dialogic HMP 3.0 SU 283 --

Aculab Aculab 1.13.0 Aculab 1.x is a special distribution

available only from Interactive
Intelligence.

Dialogic (board- Dialogic SR 6.0 SU 239 Dialogic SR 5.1.1 is no longer

based) supported.

AudioCodes AudioCodes 4.6 firmware AudioCodes supported for existing

AudioCodes systems only.

Cisco TAPI Cisco CallManager 6.1.1 --

Please note that the supported telephony software versions are subject to change over
the lifespan of the IC 3.0 release. Check the Support Web site at Support Web site at
https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx for the
latest versions. Also see “Where to find telephony platform information” in this
chapter.
Notes:
• IC 3.0 enables you to dynamically update your IC 3.0 installation media for the
latest telephony software, when using a USB key for installations. For more
information, see the Interactive Intelligence Support Web site at
https://my.inin.com/support/products/ic30/Pages/Update-Your-IC30-Installation-
Media.aspx.
• For information about telephony driver installation as a part of a new IC
installation, see Chapter 10: “IC Server Installation” in this guide.

Telephony hardware
With the exception of Dialogic HMP and Cisco TAPI, the IC system requires telephony
hardware components to interface with the telco provider.
Telephony hardware must be in place in the IC Server prior to the IC installation.
Install the telephony boards needed for the telephony platform as identified in the
appropriate telephony application note and Support Web site.
Chapter 3: IC Server 41

For more information:

• “IC Board-based solutions” in this chapter
• “Where to find telephony platform information” in this chapter

Supported SIP configurations

IC 3.0 supports the following SIP configurations:
• Dialogic HMP
• Aculab board(s) + AudioCodes IP board(s)
• Dialogic board(s) + AudioCodes IP board(s)

Notes
• AudioCodes IP boards supported for existing AudioCodes systems only.

Where to find telephony platform information

Telephony platform information is available at the Interactive Intelligence Support
Web site, Test Lab site, and in the telephony application notes.

Support Web site

Always check the Support Web site for the latest supported telephony drivers and
software.
IC 3.0 Software Requirements:
https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx
Aculab: https://my.inin.com/support/products/aculab/Pages/default.aspx
Dialogic (board-based): https://my.inin.com/support/products/dialogic-
hardware/Pages/default.aspx
Dialogic HMP: https://my.inin.com/support/products/dialogic-hmp/Pages/default.aspx
AudioCodes: https://my.inin.com/support/products/sip-platforms/Pages/default.aspx
Cisco TAPI: https://my.inin.com/support/products/cisco-avvid/Pages/default.aspx

Test Lab site

Also check the Interactive Intelligence Test Lab site at http://testlab.inin.com/ for the
latest telephony hardware and software components approved for use with Interaction
Center platform products.
42 Telephony platform

Telephony Application Notes

From any of the Support Web site links listed above, click Application Notes to
access the latest version of the telephony application note appropriate for your
telephony platform.
The telephony application notes are also available in the IC Documentation Library on
the Support Web site at
https://my.inin.com/support/products/ic30/Documentation/mergedProjects/wh_an/ind
ex.htm.
Note: Dialogic HMP and AudioCodes are covered in the SIP 3.0 Application Note.

Dialogic (HMP)
In the SIP “software platform”, Dialogic’s Host Media Processing (HMP) software
replaces the need for telephony cards. When Dialogic HMP is installed on the system,
it appears to IC that there is a Dialogic DM3 card installed, but instead of using
telephony hardware, all media processing occurs on the host processor.
For more information about Dialogic HMP support in IC, see the Interactive
Intelligence Support Web site (https://my.inin.com/support/products/dialogic-
hmp/Pages/default.aspx), the Test Lab site (http://testlab.inin.com/), and the SIP 3.0
Application Note.

Dialogic HMP prerequisites

Before starting the IC installation:

1. If your Dialogic HMP implementation will use teamed network interfaces , please
see Interactive Intelligence KB article https://my.inin.com/Support/Pages/KB-
Details.aspx?EntryID=Q120397536200799 for configuration information.

2. Set security permissions to allow unsigned telephony drivers to be installed. See

“Security-related pre-installation procedures” in this chapter. This ensures a
smooth Dialogic HMP installation.

3. Obtain a Dialogic HMP 3.0 license and download it to the IC Server. When you
run IC Setup Assistant, you can select and activate the Dialogic HMP license you
wish to use. To fulfill this requirement, you can:
• Use the free single port validity license that ships with Dialogic HMP 3.0 and is
automatically installed during IC Server installation. IC Setup Assistant will
use this license by default.
• Obtain a free temporary four port Dialogic HMP 3.0 demo license from the
Interactive Intelligence Support Web site
(https://my.inin.com/support/products/dialogic-hmp/Pages/default.aspx) and
download to the IC Server. The temporary license expires in 45 days.
Chapter 3: IC Server 43

• Order your Dialogic HMP 3.0 production license from Interactive Intelligence.
The order will be processed through Dialogic. Please note that this could take
up to five business days. Once the order has been processed, Interactive
Intelligence will provide a link for downloading the license. Note: Make sure
that you refer to the MAC address (not the HostID) when making the
production license request. Use the actual MAC address of one of the adapters
that will always be active.
The Dialogic HMP license can be changed at any time after installation by re-
running IC Setup Assistant.

Dialogic HMP software installation

The IC 3.0 SU10 (NPT) product disc contains a New Installation Task List that walks
you through each step in the installation procedure. The Dialogic HMP software
installation is one of these steps. For more information, see Chapter 10 in this guide.
Notes:
• In previous releases, the Dialogic HMP software was installed during the IC Server
install. In IC 3.0, you must install it separately.
• IC 3.0 enables you to dynamically update your IC 3.0 installation media for the
latest Dialogic HMP release, when using a USB key for installations. For more
information, see the Interactive Intelligence Support Web site at
https://my.inin.com/support/products/ic30/Pages/Update-Your-IC30-Installation-
Media.aspx.

Dialogic (board-based)
For information about Dialogic (board-based) support in IC, see the Interactive
Intelligence Support Web site (https://my.inin.com/support/products/dialogic-
hardware/Pages/default.aspx), the Test Lab site (http://testlab.inin.com/), and the
Dialogic Application Note.

Dialogic board-based hardware prerequisites

Intel Dialogic System Release 6.0 (SR 6.0) will only support H.100 boards. It will not
support SCbus (ISA) boards. To avoid limitations in future upgrade paths, Interactive
Intelligence requires that all site upgrades use only SpringWare JCT and DM3 boards
— these are the only boards that will work.
Before starting the IC installation, determine hardware components and insert them in
the IC Server as described in the Dialogic Application Note.
44 Telephony platform

Dialogic board-based software installation

Download and install the latest Dialogic SR 6.0 SU from the Interactive Intelligence
Support Web site at site (https://my.inin.com/support/products/dialogic-
hardware/Pages/default.aspx).

Aculab
For IC 3.0, Interactive Intelligence has upgraded support to the latest Aculab software
releases (version 6.x call control and TiNG media processing). Check the Support Web
site at https://my.inin.com/support/products/aculab/Pages/default.aspx for the latest
supported version.
Along with this change, Interactive Intelligence has adopted a new streamlined
approach to maintaining installed Aculab software on IC 3.0 Servers.
• Aculab software packages are no longer used in their entirety as provided by
Aculab. They are instead modified to meet the functional needs of IC and are
maintained and distributed by an inclusive install provided by Interactive
Intelligence.
• All Aculab third party configurations previously available using the Aculab
Configuration Tool (ACT) have been migrated to Interaction Administrator. The
two most important migrated configurations are the protocol (driver) configuration
and the H.100 bus termination.
• Introduction of Aculab’s unified call protocol drivers eliminates the need for mixed
drivers. Mixed protocol configurations are supported by simply configuring the
interfaces for the desired protocol.
• There are no card ordering restrictions. Supported cards may be freely intermixed.
The order of the cards that will be used by the server is a user-configuration
available in Interaction Administrator.
For more information about Aculab support in IC, see the Interactive Intelligence
Support Web site (https://my.inin.com/support/products/aculab/Pages/default.aspx),
the Test Lab site http://testlab.inin.com/), and the Aculab 3.0 Application Note.

Aculab hardware prerequisites

With the release of IC 3.0 SU4, Interactive Intelligence announces generally available
support for Aculab Prosody PCI cards with IC 3.0.
Before starting the IC installation, determine hardware components and insert them in
the IC Server as described in the Aculab 3.0 Application Note.
Chapter 3: IC Server 45

Aculab software installation

The IC 3.0 SU10 (NPT) product disc contains a New Installation Task List that walks
you through each step in the installation procedure. The Aculab software installation is
one of these steps. For more information, see Chapter 10 in this guide.

AudioCodes
In IC 3.0 AudioCodes is supported in existing IC AudioCodes systems only. At the time
of the IC 3.0 SU10 (NPT) release, IC 3.0 supports AudioCodes 4.6 firmware. Check the
Support Web site at https://my.inin.com/support/products/sip-
platforms/Pages/default.aspx for the latest supported version.
In the SIP “hardware platform”, AudioCodes IP boards are used to deliver the audio
(RTP sessions) from the network onto the telephony bus. AudioCodes IP boards are
supported with other telephony boards (fax, conferences, T1/E1/ISDN) in the following
SIP combinations: Aculab board(s) + AudioCodes IP board(s), and Dialogic board(s) +
AudioCodes IP board(s).
For more information about SIP/AudioCodes support in IC, see the Interactive
Intelligence Support Web site (https://my.inin.com/support/products/sip-
platforms/Pages/default.aspx), the Test Lab site (http://testlab.inin.com/), and the
SIP 3.0 Application Note.

AudioCodes hardware prerequisites

Before starting the IC installation, determine the AudioCodes boards to be used and
install them on the IC (Dialogic or Aculab boards also installed). Note the MAC address
of the AudioCodes boards. It is needed for configuration in Interaction Administrator
and AudioCodes license upgrades.
For instructions, see the SIP 3.0 Application Note, and depending on the telephony
platform, the Dialogic Application Note or Aculab 3.0 Application Note.

AudioCodes software prerequisites

Before starting the IC installation, set security permissions to allow unsigned
telephony drivers to be installed. See “Security-related pre-installation procedures”
in this chapter. This ensures a smooth AudioCodes installation.

AudioCodes software installation

The IC 3.0 SU10 (NPT) product disc contains a New Installation Task List that walks
you through each step in the installation procedure. The AudioCodes software
installation is one of these steps. For more information, see Chapter 10 in this guide.
Note: In previous releases, the AudioCodes software was installed during the IC
Server install. In IC 3.0, you must install it separately.
46 Security-related pre-installation procedures

Cisco TAPI
Cisco TAPI is supported in Customer Interaction Center (CIC) only. Check the Support
Web site at https://my.inin.com/support/products/cisco-avvid/Pages/default.aspx for
the latest supported version.
IC is integrated with the Cisco AVVID network via the Cisco TAPI interface. Cisco's
AVVID architecture provides the capability to blend data, voice, and video on the same
networks with routers and gateways. The Cisco TAPI interface allows IC to monitor
and control devices on the AVVID network.
IC does not connect to Cisco devices directly. Rather, IC uses Microsoft's TAPI service
(TAPISRV) to connect to Cisco's Telephony Service Provider (TSP). The Cisco TSP in
turn uses standard and Cisco specific protocols to talk to the Cisco CallManager.
For more information about support for Cisco TAPI in IC, see the Interactive
Intelligence Support Web site (https://my.inin.com/support/products/cisco-
avvid/Pages/default.aspx), Test Lab site (http://testlab.inin.com/), and the Cisco TAPI
Application Note.

Security-related pre-installation procedures

Microsoft has taken measures to increase security in Windows 2003 SP1 and later.
Certain permissions have been locked down in order to reduce operating system
security concerns. For smoother IC installation on a Windows 2003 SP2 Server, we
recommend that you make the following security setting adjustments.
• Windows Firewall settings
• Telephony driver security settings
• (Optional) Pre-configure groups for high security DCOM settings
• Security-related error message when applying Service Updates

Windows Firewall settings

Windows 2003 SP1 and later provides a firewall that closes off all TCP/UDP/TLS ports,
preventing client workstations from connecting to the IC Server through the Internet
or a network. For more information, see Security Precautions in Interaction Center in
the Technical Reference Documents section of the IC Documentation Library.
By default, the Windows Firewall is disabled. Follow this procedure to verify that the
Windows Firewall is disabled or disable it if needed.
Note: If the site’s security policy requires the Windows software firewall to be
running, please note that a certain number of TCP/UDP/TLS ports need to be opened
to ensure proper IC functionality. For more information, see the Security Precautions
in Interaction Center document.
Chapter 3: IC Server 47

To verify that the Windows Firewall is disabled

1. In the Control Panel, select Windows Firewall.

2. The following message appears.

Windows Firewall not running message

3. Click No to keep the Windows Firewall disabled.

Note: If the Windows Firewall is enabled, the following screen appears when you
select Windows Firewall in the Control Panel:

Windows Firewall setting

Click Off to disable the Windows Firewall.
48 Security-related pre-installation procedures

Telephony driver security settings

By default, Windows 2003 SP1 and later provides a warning when certain third party
software, such as telephony drivers is detected. A warning about “unsigned drivers”
may occur when installing the following telephony software on the IC Server:
• Dialogic HMP
• AudioCodes
Follow this procedure to allow these telephony drivers to be installed.

To allow unsigned drivers to be installed

1. In the Control Panel, click System and select the Hardware tab.

2. Click the Driver Signing button. The Drivers Signing Options screen appears.

3. In What action do you want Windows to take?, select Ignore.

Driver Signing Options screen

(Optional) Pre-configure groups for high security DCOM settings

Microsoft has taken measures to increase security related to DCOM processes in
Windows 2003 SP1 and later. These enhancements, designed to reduce operating
Chapter 3: IC Server 49

system security concerns, are outlined in various documents and articles in the
Microsoft Knowledge Base (http://search.microsoft.com).
In order for the IC Server's DCOM components to function correctly and in a secure
manner, Windows' DCOM security permissions must be modified to include the domain
accounts of all IC users. An example of an IC Server DCOM process is the IC
Authentication Service. If the DCOM permissions are not set correctly, Interaction
Client authentication will fail and the users must enter their IC user and password
when they log in to Interaction Client.
When you run the IC Setup Assistant to configure the IC Server, you will have the
opportunity to indicate whether the DCOM permissions should be set for the following
security levels:
• Allow Everyone (Not recommended, least security). This option adds all rights to
the Everyone group. If a Windows Domain (NT Authenticated Users) group exists,
it will be removed. This option is applicable only to small systems in a non-NT
Authenticated environment.
• Allow Authenticated Users (Recommended, medium security) This option adds
all rights to the Windows Domain (NT Authenticated Users) group and removes
remote launch/activate from the Everyone group. This is the default selection.
• Add pre-configured group(s) containing all IC users’ domain accounts
(Highest security) For a tighter level of security, you can add pre-configured Active
Directory User group(s) or Local User group(s) (for example, workgroups). Setting
up an Active Directory User group conforms to the Microsoft method of
administering permission based on Active Directory groupings. This option add all
rights to the specified groups, restores the Everyone group back to the defaults
and removes the Windows Domain (NT Authenticated) Users group if it exists.
If you choose the default setting (or lower), IC Setup Assistant will automatically set
the permissions — no further work is required.

Create groups
If you wish to set the DCOM permissions at a tighter level of security, you or the
Domain Administrator should follow standard Windows procedures to create the
appropriate Active Directory or Local User group(s) prior to running IC Setup
Assistant. IC Setup Assistant will prompt for these group names.

Security-related error message when applying Service Updates

When applying an IC 3.0 Service Update, you may receive the following error
message: “File XXXXXX was rejected by digital signature policy”. The message occurs
when there is not enough contiguous memory in the OS to verify the Service Update.
If you receive this error message, we recommend that you follow the steps to
correct it in the Interactive Intelligence KB article
50 Create and configure the IC administrator account

https://my.inin.com/Support/Pages/KB-Details.aspx?EntryID=Q115618246900041 or
reference Microsoft KB article http://support.microsoft.com/kb/925336.
As a preventative measure, you can perform the steps in the Interactive
Intelligence KB article https://my.inin.com/Support/Pages/KB-
Details.aspx?EntryID=Q115618246900041 as an IC Server pre-installation procedure.

Create and configure the IC administrator account

The IC Server requires a Windows domain user account to communicate with other
servers across the network. Once the domain administrator has created the account, it
needs to be added to the local Administrator’s group on the IC Server. Local machine
administrator privileges on the IC Server are necessary for installing the IC
software. IC Setup Assistant configures IC services to start by using this account, and
automatically grants it sufficient rights to start these services.
Note: For historical and consistency purposes, this section uses the term “IC
administrator account” to refer to the Windows domain user account that starts IC
services, acknowledging that the term may be misleading as the same account may or
may not also be used to administrator IC accounts in Interaction Administrator. If you
plan to use a specific account to run IC services, make sure to follow the instructions
in this section to set up that account.

Create an IC administrator domain user account

Have your domain administrator create a domain user in the Active Directory Users
and Computers snap-in on the domain controller.
• "Domain User" is sufficient, but a higher level such as "Domain Administrator" is
acceptable. Note: If a “Domain User” is configured, Read Properties permissions
must be granted to this account to ensure that the account functions correctly.
• Selecting the Password Never Expires option is recommended.
• We recommend that this account cannot be locked out. Please note that if domain
policy does allow this account to be locked, and if someone accidentally or
purposefully locks it, then IC services will not be able to start.
During both the IC Server install and IC Setup Assistant, you will be prompted for the
user name and password for this account (“IC administrator account”).
Note: You can change the IC administrator domain user account after the IC
installation and re-run IC Setup Assistant. See Chapter 11: “IC Setup Assistant.”

Give the IC administrator account local machine administrator

privileges on the IC Server
1. Log into the IC Server as the local (machine) administrator.
Chapter 3: IC Server 51

2. Right-click the My Computer icon and choose Manage.

3. In the Computer Management console, select Local Users and Group…Groups,

as shown in the following figure:

Computer Management console: Groups

4. Right-click the Administrators group and choose Add to Group.

5. In the Administrators Properties screen, click the Add button and select the IC
administrator account from the list of groups and users on the IC Server's domain.

6. Click OK. The IC administrator domain user is now a member of the IC Server's
Administrators group.

Enable MSI logging

To aid troubleshooting in the event of an installation issue, we recommend that you
put MSI logging into place on the IC Server (as well as client workstations and any
other server on which you will install IC software). For instructions, see Interactive
Intelligence KB article https://my.inin.com/Support/Pages/KB-
Details.aspx?EntryId=Q121337791101226.
52 Install the e-mail client

Install the e-mail client

If your IC system uses a Microsoft Exchange or Lotus Domino/Notes e-mail server, the
e-mail client must be installed on the IC Server. The Outlook and Lotus Notes e-mail
clients must be configured to access the IC administrator account on the e-mail
server.
For instructions, see Chapter 6, “Mail System”. Refer to the appropriate sections for
the site’s e-mail server:
• “Configure the Outlook client on the IC Server” in the “Microsoft Exchange server”
section.
• “Install and configure the Notes client on the IC Server” in the “Lotus Domino
server” section.
Note: IC no longer requires that the GroupWise client be installed on an IC system
with a Novell GroupWise e-mail server.

Plan license assignment and allocation

If you have not done so already, review “Licensing” in Chapter 2 for an explanation of
Server Feature licenses and Access licenses. Some important points to note:
• All stations require a Basic Station license to in order to receive dial tone and
audio.
• A Client Access license is required for Interaction Client functionality. It can be
assigned to users, stations, or both.
• An ACD Access license is required for ACD functionality. It can be assigned to
users, stations, or both.
For more information, see IC Licensing Overview in the Technical Reference
Documents section of the IC Documentation Library.

Order and generate the IC 3.0 license

Order and generate an appropriate CIC 3.0 license for your version of Interaction
Center. Your license defines what version, Server Feature, Basic Station and Access
license components, plus any additional license components, and quantities are
included in your agreement. IC Setup Assistant requires a CIC 3.0 license downloaded
on the IC Server.
Note: Typically resellers order and generate the license. Customers should contact
their reseller.
To order and generate the 3.0 license

1. Place the order for CIC 3.0 product with Interactive Intelligence.
Chapter 3: IC Server 53

2. Once the company’s account is created and the order has been processed, you can
generate the license from the License Management Web site at
http://license.inin.com, using your Interactive Intelligence Web login. Follow the
instructions for generating a new license.

3. You will be asked to provide the following machine information:

• Host ID (Host ID for the MAC address of the network card on the IC Server)
• Machine Name
• System Type (telephony platform)
• Mail Connector (mail system)
Interactive Intelligence licensing is based upon a Host ID for the IC Server, instead
of the MAC address. (The Host ID is similar, but not identical to the MAC address.)
A program called GetHostID utility is available to download on the IC 3.0 SU10
(NPT) DVD or from the Interactive Intelligence Support Web site at
https://my.inin.com/support/products/ic30/Pages/Utilities-Downloads.aspx so that
you can generate the Host ID prior to installation.

4. After making your license selections, generate and view the license. The license
file will be hostid.i3lic.

5. Download the license file to the IC Server or location accessible from the IC
Server.
For information on IC licensing
• Chapter 2: “Getting Started” provides an overview of the IC license system.
• IC Licensing Overview in the Technical Reference Documents section of the IC
Documentation Library.
• Interactive Intelligence License Management Web site at http://license.inin.com.

Update your IC 3.0 installation media

The recommended IC 3.0 Service Updates (SU) and telephony software versions will
change over the life span of the IC 3.0 release.
In order to streamline deployment for partners performing multiple installations,
Interactive Intelligence has designed the interactive New Installation Task List (and
Upgrade Installation Task List) so that they can be dynamically updated with latest IC
3.0 SU's and telephony software versions. To take advantage of this flexibility, the
preferred installation media is the USB key.
In this section:
• IC 3.0 SU 10 (New Patch Target) DVD
• Set up your IC 3.0 installation media (USB key)
54 Update your IC 3.0 installation media

• Update for the latest IC 3.0 Service Update

• Update for the latest IC 3.0 telephony software
• For more information

IC 3.0 SU 10 (New Patch Target) DVD

An IC 3.0 SU 10 (NPT) DVD replaces the IC 3.0 GA DVD and has same part number.
• DVD orders for new IC 3.0 and upgrade IC 2.x to 3.0 installations will receive
the IC 3.0 SU 10 (NPT) DVD.
• Existing IC 3.0 installations can either request a copy of the IC 3.0 SU 10 (NPT)
DVD or download the DVD ISO image at no cost.
To order and/or download the IC 3.0 SU 10 (NPT) DVD, see the Interactive
Intelligence Support site at https://my.inin.com/support/products/ic30/Pages/IC30-
SU10-NPT-DVD.aspx.

Set up your IC 3.0 installation media (USB) key

If you are setting up an IC 3.0 installation media (USB key) for the first time

1. Obtain a high-speed USB key with at least 4GB of storage. An example of a

recommended USB is the Corsair Voyager GT 16GB (the GT is the high speed
version) which can be obtained for less than $100 US at the time these
instructions were written. Use this key exclusively for your IC 3.0 installations.

2. Order or download the IC 3.0 SU 10 (NPT) DVD.

3. Copy the entire contents of the IC 3.0 SU 10 (NPT) DVD to the root of the
installation media (USB key).

If you already have an IC 3.0 installation media (USB key) set up

1. Order or download the IC 3.0 SU 10 (NPT) DVD.

2. Wipe your IC 3.0 installation media (USB key) clean. Some files and
directory structures on the IC 3.0 GA DVD and the IC 3.0 SU10 (NPT) DVD are
different. The IC 3.0 SU10 (NPT) DVD contains an updated “autorun” interface,
updated New and Upgrade Installation Task Lists, new installs, and several other
important changes. Cleaning off your previous installation media is critical to
ensure that older files aren’t left in place. If you have any custom directories with
other tools you use, move those to another location, wipe the media, and move
them back. This helps ensure you have the exact contents needed.
Chapter 3: IC Server 55

3. Copy the entire contents of the IC 3.0 SU 10 (NPT) DVD to the root of the
installation media (USB key).

4. Follow the steps in the sections below to apply any newer IC 3.0 Service Updates
and/or telephony software versions.

Update for the latest IC 3.0 Service Update

For use with IC 3.0 SU 11 and later. Once IC 3.0 SU 11 is released, follow these
instructions for updating your installation media with the latest IC 3.0 SU.

The IC 3.0 SU 10 (NPT) installation media contains an \SUFiles directory off the root
directory for storing the latest (IC 3.0 SU 11 and later) files. The New and Upgrade
Installation Task Lists will dynamically detect the presence of SUInstall.exe and .msp
files in this directory, and present additional options for applying SU's in the Verify
Service Update Applied step of the Task List, if Interactive Update does not apply
the SU in the previous step.

1. Download and unzip all the latest IC 3.0 Service Update files from the Interactive
Intelligence Support site at
https://my.inin.com/support/products/ic30/Pages/Service-Updates.aspx to the
\SUFiles directory.

2. To keep your installation media (USB key) current, delete, recreate, and
repopulate this directory each time an SU is released.

Update for the latest IC 3.0 telephony software

Download the latest IC 3.0 telephony software update package from the Interactive
Intelligence Support site at https://my.inin.com/support/products/ic30/Pages/Update-
Your-IC30-Installation-Media.aspx and follow the instructions on this page.

For more information

• Check for the latest information on updating your IC 3.0 installation media on the
Interactive Intelligence Support site at
https://my.inin.com/support/products/ic30/Pages/Update-Your-IC30-Installation-
Media.aspx.
• For more information about the New Installation Task List, see Chapter 10 in this
guide.
56 (Optional) Install SNMP

(Optional) Install SNMP

The SNMP service enables Network Management Systems (NMS) to monitor IC and its
subsystems for SNMP traps. An IC subsystem also monitors itself and other IC
subsystems for SNMP requests and traps.
SNMP service in IC is optional — the IC Server install does not require it, and the
Interaction Center Service starts without it. However, SNMP service is required if you
plan to use an SNMP-compliant Network Management Systems (NMS) tool.
For installation and configuration instructions, see IC and SNMP in the Technical
Reference Documents section of the IC Documentation Library.
Note: If you are using an NMS tool, you can import the Interaction Center’s
Management Information Base (i3ic.mb) from the IC product disc in Additional
Files…SNMP. It contains IC-specific objects provided by Interactive Intelligence.

(Optional) IC Survey System

Interactive Intelligence recommends that you complete a Pre-Install survey prior to a
new installation to compile all the installation and configuration information needed for
the customer site.
The results of the Pre-Install survey are stored in an IC Survey file on the IC Server.
When you run the IC Setup Assistant as part of a new installation, it will load and read
the IC Survey file, and pre-fill the screens with the appropriate configuration
information. A completed survey enables installers to discover installation issues in
advance of the actual installation. This makes for a simplified installation process for
all involved.
To complete a Pre-Install survey

1. Open the IC Survey System from Additional Installs and Utilities on the IC
product disc.
Chapter 3: IC Server 57

IC Survey System on the IC 3.0 SU 10 (NPT) product disc

2. Select IC Pre-Install Survey…New.

58 Support Pre-Production Verification Checklist

IC Pre-Install Survey
See the online help for instructions on filling out the fields in Pre-Install Survey.

3. When you are done, click Save IC Survey file. It will generate an .ICSurvey file.

4. Download the IC Survey file to the \I3\IC\Manifest directory on the IC Server.

Support Pre-Production Verification Checklist

Perform an evaluation of the network environment in which the IC system will be
installed before installing a production IC system. A thorough project plan should be
drafted to ensure a smooth installation process.
To obtain emergency support during this installation, it is vital to submit the Support
Pre-Production Verification Checklist to Interactive Intelligence Support a minimum of
five days before the pre-production. The checklist requires a signature confirming that
the installation site has been evaluated and is now prepared for the installation of a
production IC system.
The Support Pre-Production Verification Checklist is available on the Support Web site
at www.inin.com/support/aboutus/partnerhandbook.asp.
Chapter 4: Client Workstation 59

Chapter 4: Client Workstation

IC user and administrator applications run on Windows-based client workstations. This
chapter discusses client workstation requirements for an IC system.
Please check the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx for
updates to the client workstation requirements.
In this chapter
• Client workstation hardware requirements
• Microsoft Windows operating systems
• Microsoft .NET Framework
• E-mail client
• Administrative privileges
• Enable MSI logging
• IC client workstation applications
• IC User Applications additional requirements
• IC Business Manager Applications additional requirements
• IC Server Manager Applications additional requirements

Client workstation hardware requirements

This section provides the minimum and recommended hardware requirements for
running Interaction Client .NET Edition and Interaction Supervisor on client
workstations.

Minimum requirements
The following table shows the minimum hardware requirements for running Interaction
Client .NET Edition and Interaction Supervisor on client workstations.
Interaction Client Interaction
.NET Edition Supervisor

Processor 600 MHz or greater 1 GHz or greater

Memory 384 MB RAM or 512 MB RAM or

greater greater

Disk space 650 MB 650 MB

60 Microsoft Windows operating systems

Recommended requirements
Required disk space will increase depending on the number of users/agents, call
volume, and additional views you plan to utilize, for example, workgroup queues in
Interaction Client, and call activity and overview views in Interaction Supervisor.
Interactive Intelligence recommends the following hardware requirements for running
Interaction Client .NET Edition and Interaction Supervisor on client workstations.
Interaction Client Interaction
.NET Edition Supervisor

Processor 1 GHz or greater Dual Core or greater

Memory 512 MB RAM or 2 GB RAM or greater

greater

Disk space 1.5 GB 2.5 GB

Microsoft Windows operating systems

The following Microsoft Windows OS versions are supported on client workstations
running IC user and administrator applications:
• Microsoft Windows XP Professional Edition and Home Edition (32-bit) SP3
• Microsoft Windows Vista SP1 (32-bit and 64-bit) – supported for IC User
Applications only
• Microsoft Windows 7 (32-bit and 64-bit)

Notes
• Check the Test Lab site at http://testlab.inin.com/ for the latest service packs
certified for use with IC 3.0, and for notes on Windows Vista and Windows 7
support.

Microsoft .NET Framework

Microsoft .NET Framework 3.0 is required on client workstations running IC user and
administrator applications.
Note: .NET Framework 3.0 is automatically installed with Windows Vista and Windows
7.

.NET Framework 3.0 installation

If you need to install .NET Framework 3.0 on client workstations, the Microsoft .NET
Framework 3.0 redistributable package (dotnetfx3.exe) is available to install from the
Chapter 4: Client Workstation 61

IC_ClientPreReqs share on the IC Server, following the IC Server installation. Or you

can download and install .NET Framework 3.0 from the Microsoft Web site.
See the Microsoft .NET Framework 3.0 Release Notes on the Microsoft Web site for
system requirements, installation instructions, and troubleshooting.

Notes
• We recommend installing .NET Framework 3.0 on client workstations in advance of
installing the IC client workstation applications so that you can ensure that the
.NET Framework 3.0 installation was successful.
• The .NET Framework 3.0 installation can take some time to complete, especially if
it is installed on remote workstations.
• Administrators can chose to deploy .NET Framework 3.0 to client workstations
using Group Policy deployment with Windows Software Update Services.

E-mail client
An e-mail client is not required for users: voicemail and fax can be checked in
Interaction Client .NET Edition. However, if you want to provide users with the ability
to check messages outside of IC, or to receive any other messages from IC which are
not either voicemail or fax, install the appropriate e-mail client for the site’s mail
system.
For more information, see Chapter 6: “Mail System.”

Microsoft Outlook
IC supports the following Microsoft Outlook versions on client workstations:
• Microsoft Outlook XP/2002 SP1 or later
• Microsoft Outlook 2003
• Microsoft Outlook 2007 SP2
• Microsoft Outlook 2010 SP1
Visit the Test Lab site at http://testlab.inin.com/ for the latest service packs certified
for use with IC 3.0. Microsoft recommends applying the latest Outlook service packs
for full functionality.

Microsoft Outlook Web Access

Microsoft Outlook Web Access enables users to gain access to their Microsoft Exchange
Server mailbox using a Web browser. If you choose to use Outlook Web Access, see
the documentation provided by Microsoft on how configure and use Outlook Web
Access.
62 Administrative privileges

Lotus Notes
Install the Lotus Notes client on client workstations. We recommend that the Lotus
Notes client version correspond to the Lotus Domino server version.

Novell GroupWise
The SOAP-based GroupWise Connector does not require that the GroupWise client be
installed on client workstations. However, we recommend it if you want users to
access voicemails and faxes via e-mail as well as the TUI.

Administrative privileges
Make sure the person installing IC client workstation applications has:
• Administrative privileges on the local machine.
• Write access to the C:\Program Files\Common Files directory.
• Write access to the HKEY_LOCAL_MACHINE and HKEY_CLASSES_ROOT locations
in the registry on the client workstation.
There are no privilege restrictions for users of the IC client workstation applications.

Enable MSI logging

To aid troubleshooting in the event of an installation issue, we recommend that you
put MSI logging into place on all client workstations on which you will install IC
software. For instructions, see Interactive Intelligence KB article
https://my.inin.com/Support/Pages/KB-Details.aspx?EntryId=Q121337791101226.

IC client workstation applications

This section lists the IC client workstation applications. For more information, see
Chapter 13: “Client Workstation Installations”.

IC User Applications
The IC User Applications installation program installs:
• Interaction Client .NET Edition
• Interaction Client Outlook Edition
• Additional Interaction Client features: Windows Call Control Toolbar, Outlook
Dialing, Internet Explorer Integration, Interaction Center Integration to Microsoft
Dynamics CRM, Interaction Center, and Integration to Microsoft Dynamics Great
Plains
• Interaction Voicemail Player
Chapter 4: Client Workstation 63

• Interaction Fax
• SIP Soft Phone
Notes:
• A new Interaction Fax print driver is automatically installed on 32-bit client
workstations when IC 3.0 SU 11 is applied. A separate install is available in IC 3.0
SU 11 and later to install the new Interaction Fax printer driver on 64-bit
workstations.
• Other IC User Applications, such as Interaction Tracker Client and Interaction
Process Automation, are available in Interaction Client, if licensed.

IC Business Manager Applications

The IC Business Manager Applications installation program installs:
• Interaction Supervisor (Historical Reporting and Interaction Report Assistant
included, if licensed)
• Interaction Recorder Client
• Interaction Fax Cover Page Editor
Note: Other IC Business Manager Applications, such as Interaction Feedback,
Interaction Process Automation, and Interaction Recorder Client for IC Business
Manager, are available with the appropriate licenses.

IC Server Manager Applications

The IC Server Manager Applications installation program installs:
• Interaction Administrator
• Interaction Attendant
• Interaction Designer
• IC System Manager
• Interaction Host Recorder Client
• Interaction SOAP Tracer
Note: Other IC Server Manager Applications, such as Interaction Process Automation,
are available with the appropriate licenses.

IC User Applications additional requirements

Please note the additional requirements for certain selectable application/feature
components available in the IC User Applications install. For more information, see
Chapter 13: “Client Workstation Installations”.
64 IC User Applications additional requirements

Interaction Client Outlook Edition

Interaction Client Outlook Edition is a .NET version of Interaction Client that runs
inside Microsoft Outlook.
The following Microsoft Outlook versions are supported for Interaction Client Outlook
Edition:
• Microsoft Outlook 2007 SP2
• Microsoft Outlook 2003
• Microsoft Outlook XP/2002 SP1 or later

Internet Explorer Integration

The Internet Explorer Integration is an optional Interaction Client .NET and Outlook
Edition feature. It enables you to dial a phone number contained in the currently
selected text in Internet Explorer. The Internet Explorer Integration node will appear
in Interaction Client if you select this additional feature in the IC User Applications
install.
The Internet Explorer Integration requires Internet Explorer version 6 or 7 on
client workstations.

IC Integration to Microsoft Dynamics CRM

The IC Integration with Microsoft Dynamics CRM is an optional Interaction Client .NET
and Outlook Edition feature. It integrates Interaction Client .NET or Outlook Edition
within Microsoft Dynamics CRM. Users can perform standard call handling functions
and screen pop critical information directly from a call control toolbar on the Windows
desktop. The CRM Toolbar will appear in Interaction Client if you select MSCRM
Integration in the IC User Applications install.
IC Integration with Microsoft Dynamics CRM requires a CRM server, and
components on the IC Server and client workstations. Refer to the Interaction
Center Integration to Microsoft Dynamics CRM Technical Reference in the Technical
Reference Documents section of the IC Documentation Library.

IC Integration to Microsoft Dynamics Great Plains

The IC Integration with Microsoft Dynamics CRM is an optional Interaction Client .NET
and Outlook Edition feature. It integrates an Interaction Client .NET or Outlook Edition
within Microsoft Dynamics Great Plains. Users can perform standard call handling
functions and screen pop critical information directly from Great Plains.
IC Integration with Microsoft Dynamics Great Plains requires a Great Plains server,
and components on client workstations. Refer to the Interaction Center
Integration to Microsoft Dynamics Great Plains Technical Reference in the Technical
Reference Documents section of the IC Documentation Library.
Chapter 4: Client Workstation 65

Interaction Fax
Interaction Fax is a stand-alone, desktop application for managing faxes. Faxes are
delivered to users via Microsoft Outlook, Lotus Notes, or Novell GroupWise e-mail.
Interaction Fax requires that the appropriate fax hardware and software is
installed and configured on the IC Server. See Chapter 9: “Fax Support” in this
guide.

New Interaction Fax print driver in IC 3.0 SU 11 and later

Starting with IC 3.0 SU 11, the Interaction Fax print driver included in IC User
Applications supports landscape printing and several other enhancements including
handling various paper sizes. For information on configuring landscape printing and
other enhancements, see Interaction Fax online help.
The new Interaction Fax print driver also supports faxing on 64-bit machines. A new
install (InteractionFax64bit_SU11.msi) is available in IC 3.0 SU 11 to provide this
functionality on 64-bit machines.

Interaction Voicemail Player

The Interaction Voicemail Player is a stand-alone desktop application for managing
voicemails, with a common interface for all supported mail platforms. Voicemail .wav
files are delivered to users via Microsoft Outlook, Lotus Notes, or Novell GroupWise
e-mail or via the Interaction Client .NET, Outlook, and Web Edition interfaces.
Microsoft DirectX 9.0c is required for listening to voicemails through PC speakers.
For your convenience, the Microsoft DirectX 9.0c installation package
(directx_9c_redist.exe) is available to install from the IC_ClientPreReqs share on the
IC Server, following the IC Server installation. Or you can download and install it from
the Microsoft Web site. See the Microsoft Web site for system requirements and
installation instructions for Microsoft DirectX 9.0c (Redistributable for Software
Developers).

SIP Soft Phone

The Interactive Intelligence SIP Soft Phone is an application featuring an on-screen
dial pad that can be used to place and control calls from the Windows desktop on SIP-
based IC systems. It can be used with or without Interaction Client .NET or Outlook
Edition.
The IC Server must be installed and configured for SIP (Dialogic HMP or
AudioCodes).
The SIP Soft Phone application requires the use of a USB headset to deliver
audio to the user. For a list of the USB headset devices recommended for use with
the SIP Soft Phone, see the Testlab site at http://testlab.inin.com. Please note:
66 IC Business Manager Applications additional requirements

• PC-based sound devices (sound card or on-board sound device) are not
supported for use with the SIP Soft Phone. This includes a headset device
connected to the microphone input and/or speaker output on those devices.
Only USB headsets are supported for use with the SIP Soft Phone; and only
those listed on the Testlab site at http://testlab.inin.com are recommended.
• The SIP Soft Phone does not have echo cancellation built in, so make sure that
the USB headset devices that you select for use with the SIP Soft Phone
provide echo cancellation.

Each SIP Soft Phone must be implemented as a managed IP phone. For

instructions, see:
• “Create Managed IP phones” in Chapter 12 of this guide.
• The SIP Soft Phone Administrator’s Guide in the Technical Reference Documents
section of the IC Documentation Library.
Also refer to the SIP Soft Phone Administrator’s Guide for any client workstation
requirements needed for the SIP Soft Phone, such as QoS installation and
configuration.

Other IC User Applications

Other IC User Applications, such as Interaction Tracker Client and Interaction Process
Automation, are available in Interaction Client, if licensed.
Check the requirements for these applications in the installation documentation for
these applications in the Technical Reference Documents sections of the IC
Documentation Library for any requirements.

IC Business Manager Applications additional requirements

Please note the additional requirements for the selectable components available in the
IC Business Manager Applications install. For more information, see Chapter 13:
“Client Workstation Installations” in this guide.

Interaction Supervisor Historical Reporting and Interaction Report

Assistant
Historical Reporting and Interaction Report Assistant are available in Interaction
Supervisor if your IC license includes the add-on licenses for these applications.
Historical Reporting enables administrators to view standard, prepackaged reports
generated from IC. Interaction Report Assistant is a wizard that enables
administrators to design customized reports.
Chapter 4: Client Workstation 67

• If you want to create or run reports with Historical Reporting or Interaction Report
Assistant, a database server is required, and IC must be configured for that
database server.
• If SQL Server is the Reporting database, the SQL Server ODBC driver must be
installed on the IC Server and client workstations running Interaction Supervisor
with Reporting. In most cases, the SQL Server ODBC driver is automatically
installed with the IC Server and client workstation operating system software
supported by IC 3.0.
• If Oracle is the Reporting database, the Oracle client and the Oracle ODBC
driver must be installed on the IC Server and client workstations running
Interaction Supervisor with Reporting.
• Crystal Reports 9.0 Runtime, for viewing reports generated from IC, is installed
automatically with the IC Business Manager Applications install if Interaction
Supervisor is selected.
For more information, see Chapter 7: “Database Server” in this guide.

Interaction Recorder Client

Interaction Recorder is an application for managing phone calls, e-mails, faxes, screen
recordings, and Web chats recorded in IC. Interaction Recorder Client enables
administrators and users to search, sort, listen to, and archive interaction recordings
from workstations.
Interaction Recorder is licensed separately from IC. It requires an Interaction Recorder
server license and an Interaction Recorder Client workstation license.
In order to use Interaction Recorder Client, Interaction Recorder must be installed and
configured on the IC Server. Refer to Installing and Configuring Interaction Recorder
in the Technical Reference Documents section of the IC Documentation Library.

Interaction Fax Cover Page Editor

Interaction Fax Cover Page Editor enables administrators or managers to design fax
cover pages and edit standard templates available to users.
Interaction Fax requires that the appropriate fax hardware and software is
installed and configured on the IC Server. See Chapter 9: “Fax Support” in this
guide.

Other IC Business Manager Applications

Other IC Business Manager Applications, such as Interaction Feedback, Interaction
Process Automation, and Interaction Recorder Client for IC Business Manager, are
available with the appropriate licenses.
68 IC Server Manager Applications additional requirements

Check the requirements for these applications in the installation documentation for
these applications in the Technical Reference Documents sections of the IC
Documentation Library for any requirements.

IC Server Manager Applications additional requirements

Please note the additional requirements for certain selectable components available in
the IC Server Manager Applications install. For more information, see Chapter 13:
“Client Workstation Installations” in this guide.

Interaction Host Recorder Client

Interaction Host Recorder Client is required on administrator workstations when using
the Host tools.
See Interaction Host Recorder in the IC Documentation Library for requirements and
installation instructions.

Interaction SOAP Tracer

Interaction SOAP Tracer debugs SOAP messages between IC and SOAP Notifier COM
or ISAPI listener. It is required on administrator workstations when using SOAP tools.
See Installing and Using SOAP Functionality in the System API’s section of the IC
Documentation Library for SOAP server and client component requirements and
installation instructions.

Other IC Server Manager Applications

Other IC Server Manager Applications, such as Interaction Process Automation, are
available with the appropriate licenses.
Check the requirements for these applications in the installation documentation for
these applications in the Technical Reference Documents sections of the IC
Documentation Library for any requirements.
Chapter 5: Directory Server 69

Chapter 5: Directory Server

The Interaction Center 3.0 platform runs in a Windows 2000, 2003, and 2008 domain
environment. Windows domains require directory servers to store the Active Directory.
Active Directory, the directory service central to the Windows 2003 Server operating
system, runs only on domain controllers. Active Directory is a LDAP-based directory
system capable of storing the information about large numbers of users and providing
rapid access to applications.
In addition to providing a place to store data and services to make that data available,
Active Directory protects network objects from unauthorized access and replicates
objects across the network so that data is not lost if one domain controller fails.
IC 3.0 supports the following forest functional levels:
• Windows 2000 native
• Windows 2003
• Windows 2008
• Windows 2012
IC 3.0 supports the following domain environments:
• Domain functional level: Windows 2000 native
Domain controllers supported: Windows 2000, Windows Server 2003 family
• Domain functional level: Windows Server 2003
Domain controllers supported: Windows Server 2003 family, Windows Server 2008
family
• Domain functional level: Windows Server 2008
Domain controllers supported: Windows Server 2008 family
• Domain functional level: Windows Server 2102
Domain controllers supported: Windows Server 2012 family
Chapter 6: Mail System 71

Chapter 6: Mail System

The Interaction Center platform uses a mail system, most often an e-mail server, as
part of its unified messaging feature. With unified messaging, a single repository is
used to store a variety of communications such as voicemail, fax, and e-mail. Unified
messaging allows users to retrieve and manage all of these forms of communication
through any interface of the users’ choosing (a telephone, desktop e-mail software,
web browser e-mail access, a mobile device, etc.).
In addition to providing users with unified messaging, the Interaction Center platform
interfaces with e-mail servers for various other purposes, such as ACD workgroup
queuing of e-mails and automatic retrieval of diagnostic logs for technical support. Use
of these features may vary according to license and configuration.
This chapter discusses the mail systems supported in IC and provides mail system
requirements, planning, installation, and configuration issues.
In this chapter
• Supported mail systems
• E-mail server recommendations
• E-mail security
• Supported protocols for Microsoft Exchange servers
• Microsoft Exchange Web Services-based integration
• Microsoft Exchange MAPI-based integration
• Lotus Domino server
• Novell GroupWise server
• LDAP/SMTP/IMAP services
• Interaction Message Store
• Required mail system information

Supported mail systems

IC supports the following mail systems.

Microsoft Exchange Web Services-based integration

• Microsoft Exchange 2007 SP3
• Microsoft Exchange 2010 SP1 and SP2 (Exchange calendar access not supported)

Microsoft Exchange MAPI-based integration

• Microsoft Exchange 2003 SP2
72 E-mail server recommendations

• Microsoft Exchange 2007 SP3

• Microsoft Exchange 2010 SP1 and SP2 (Exchange calendar access not supported)

Lotus Domino Notes

• Lotus Domino/Notes 6.5.x, 7.0.x,, 8.0.x, 8.5.x

Novell GroupWise
• Novell GroupWise 7.x and 8.x

LDAP/SMTP/IMAP
• Servers compliant with LDAP/SMTP/IMAP protocols are supported.
• LDAP/SMTP/IMAP protocols cannot be used with Microsoft Exchange 2007 server
to support unified messaging.

Interaction Message Store

• Voicemail and fax are stored on the IC Server or network drive.
Visit the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx for
mail system support updates. You should also review the documentation that
accompanies your e-mail server software for more information on hardware and
software requirements for that software.

E-mail server recommendations

Interactive Intelligence makes the following recommendations for the e-mail server.

Install e-mail server on computer other than the IC Server

Install the e-mail server on a computer other than the IC Server. If installed on the IC
Server, the significant mail system resource requirements may adversely affect the IC
system’s performance.

E-mail server and IC Server can be members of the same or different domain
The e-mail server and the IC Server can be on the same domain or different domains.
The requirement in both situations is that the IC administrator account must be in a
domain trusted by the e-mail server’s domain.

Multiple mail providers

You can choose to enable multiple mail providers on your IC Server (configured when
you run IC Setup Assistant). For example, your site may have a number of users who
Chapter 6: Mail System 73

are not included in your Exchange user list, but need voicemail. In such cases, you
may want to use both Exchange and Interaction Message Store as mail providers.

IC administrator mailbox limit settings

To avoid problems with the mail system reaching the storage limit and being unable to
send large messages, such as lengthy voicemails, we recommend raising the IC
administrator mail account’s storage limit on the e-mail server, for example to 200MB.

E-mail security
IC supports two types of e-mail security solutions: SSL/TLS and S/MIME.
Customers may choose to implement one or both of these solutions.
Note: E-mail security implementation in IC does not require any additional IC
licensing. The necessary certificates and private keys can be free or for-cost, and must
be obtained separately from a certificate authority (CA), such as Verisign.
For more information on e-mail security, see Interaction Administrator help and
Interaction Center Security Concepts in the Technical Reference Documents section of
the IC Documentation Library.

SSL/TLS
The SSL/TLS security solution protects e-mail transmissions between the IC Server
and the e-mail server.

Supported mail providers for SSL/TLS

SSL/TLS is supported for Novell GroupWise, IMAP, SMTP, LDAP, and the Microsoft
Exchange calendar integration (for Interaction Mobile Office). IC’s integrations with
these mail providers involve direct communication via commonly accepted protocols
(SOAP, IMAP, SMTP, LDAP, and WebDAV, respectively) that support SSL/TLS.
Note: IC’s integrations with Microsoft Exchange and with Lotus Domino/Notes use
proprietary API’s published by Microsoft or IBM. Other than the Exchange calendar
integration (WebDAV), SSL/TLS support does not apply to these two mail providers.

Server certificate for the e-mail server required for SSL/TLS

If you plan to use SSL/TLS, a server certificate for the e-mail server must be issued by
a certificate authority and installed in the appropriate certificate store.
Due to a mix of using Windows API’s and OpenSSL API’s, some mail providers’
SSL/TLS functionality use the Windows certificate store (certmgr.msc), while others
use the IC certificate store (certificates and related files stored in the
\I3\IC\Certificates\Email directory).
74 E-mail security

Note: The server certificate required for SSL/TLS security between the IC Server and
e-mail server should not be confused with the Server Group certificate authority
required for SSL/TLS security between the IC Server and authorized remote
subsystems. (The Server Group certificate authority is installed automatically during
the IC Server installation.)

Configure IC for SSL/TLS after the initial IC installation

If you want your IC system to use SSL/TLS, we recommend that you install and
configure the IC Server first without configuring for e-mail security.
Once you have determined the IC system is functioning properly, configure IC for
SSL/TLS in the Interaction Administrator Mail container. For instructions, see
Interaction Administrator help and Interaction Center Security Concepts in the
Technical Reference Documents section of the IC Documentation Library.

S/MIME
The S/MIME security solution provides e-mail message encryption, integrity, and
authentication between senders and recipients. It employs many of the same concepts
and technologies as SSL/TLS (such as certificates), but has different requirements.
Because the vast majority of e-mail sent on the internet is not formatted with S/MIME,
this security solution is typically only used under special circumstances (for example, a
pre-established relationship with an external party who requires highly security-
sensitive e-mail).

Supported mail providers for S/MIME

S/MIME is supported for:
• Microsoft Exchange and IMAP only. S/MIME for these mail providers uses the IC
certificate store (the e-mail server’s certificate, e-mail certificates/private keys,
and related files stored in the \I3\IC\Certificates\Email directory).
• The decryption and/or verification of incoming queued e-mails only (ACD
configuration in workgroup and Interaction Attendant routing). The sending of
S/MIME messages is not currently supported.

E-mail certificate/private keys for users required for S/MIME

If you plan to use S/MIME, e-mail certificates/private keys for users must be issued
from a certificate authority and installed in the IC certificate store
(\I3\IC\Certificates\Email directory).
Chapter 6: Mail System 75

Configure IC for S/MIME after determining that e-mail encryption functions

properly outside of IC
If you plan to use S/MIME for encrypted, queued e-mail, we recommend that you first
test sending encrypted e-mail outside of IC:
• Set up Microsoft Outlook (or other supported e-mail client) in a location on the
Internet, external to your organization.
• Use the e-mail certificate and private key to decrypt e-mail using Outlook from
within the organization.
Once you have determined that e-mail encryption is functioning properly outside of IC,
configure IC for encrypted e-mail. For instructions, see Interaction Administrator
online help, and Interaction Center Security Concepts in the Technical Reference
section of the IC Documentation Library.

Supported protocols for Microsoft Exchange servers

IC uses three different API’s for interfacing with Exchange servers:
• Exchange Web Services: Exchange Web Services (EWS) is a SOAP-based API
that uses the Web services available in Exchange to provide Interaction Center
(IC) integration to Exchange. IC and Exchange use Exchange Web Services to
communicate over HTTPS.
• MAPI: MAPI is a COM-based API that provides a framework for messaging client
applications such as Interaction Center (IC) to integrate to messaging service
providers such as Microsoft Exchange Server.
• WebDAV: WebDAV is used for Exchange calendar access, an Interaction Mobile
Office feature, available if your IC license includes Interaction Mobile Office. For
more information, see “Exchange calendar access (Interaction Mobile Office)” in
this chapter.

Microsoft Exchange Web Services-based integration

Introduced in an IC 3.0 SU 13 ES, the Microsoft Exchange Web Services (EWS)
support for IC is officially available in IC 3.0 SU 15 and later.
Interactive Intelligence recommends that new IC 3.0 systems use Exchange Web
Service and that existing IC 3.0 systems migrate from MAPI to Exchange Web Services
for the following reasons:
• Microsoft now recommends using Exchange Web Services over MAPI.
• Exchange Web Services does not require domain trusts or NT authentication.
• Exchange Web Services does not require Microsoft Outlook to be installed and
configured on the IC Server
76 Microsoft Exchange MAPI-based integration

• Exchange Web Services is easier to troubleshoot than MAPI.

• Exchange Web Services has more resiliency for network issues. Instability in MAPI
can cause network outages.
• Cloud-based/hosted Exchange Web Services are supported with the appropriate
permissions and other setup requirements.
• Multiple Exchange organizations can be integrated using a unique Exchange Web
Services service account for each. MAPI is limited to only one Exchange
organization.
Note: Existing IC 3.0 systems using the MAPI-based integration with an Exchange
2003 server must upgrade to Exchange 2007 or Exchange 2010 before migrating to
EWS.

For more information

Refer to the Exchange Web Services Support for IC Technical Reference in the IC
Documentation Library at
https://my.inin.com/support/products/ic30/Documentation/mergedProjects/wh_tr/bin/
Exchange_Web_Services_Support_TR.pdf for Exchange Web Services-related
requirements, installation, and configuration information, including:
• Exchange Web Services system requirements
• Set Exchange permissions for Exchange Web Services
• Configure IC for Exchange Web Services on new IC 3.0 installations
• Migrate from MAPI to Exchange Web Services on existing IC 3.0 installations

Microsoft Exchange MAPI-based integration

This section provides MAPI-related requirements, installation, and configuration
information.
• Supported Exchange servers
• Supported protocols for Exchange servers
• Create an Exchange Distribution Group for IC users
• Assign IC administrator account permissions for Exchange
• Configure the Outlook client on the IC Server
• Configure IC for MAPI
• Exchange calendar access (Interaction Mobile Office)
• Microsoft Outlook for users
Chapter 6: Mail System 77

Supported Exchange servers (MAPI)

IC supports the following Microsoft Exchange servers:
• Exchange 2003 SP2
• Exchange 2007 SP3
• Exchange 2010 SP1 and SP2

Notes
• Exchange 2010 does not support Exchange calendar access.
• Exchange 2010 currently requires Outlook 2007 on the IC Server.
Visit the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx for
mail system support updates.

Create an Exchange Distribution Group for IC users (MAPI)

Before you begin the IC Server installation, we recommended that you create an
Exchange Distribution Group containing the Active Directory accounts of the users who
will be configured in IC. An Exchange Distribution Group is useful for several purposes:
• Creating IC users: In a new installation, you can use Add Users Assistant in
either IC Setup Assistant or Interaction Administrator to add multiple users to IC.
One of the choices in Add Users Assistant is to import users from a mail server
Distribution Group. Creating users by this method greatly speeds up the process
compared to adding each user individually.
• Sending Group messages: A Distribution Group can be used to send e-mail or
voicemail administrative announcements in Outlook or IC to all IC users. For
example, you may wish to announce a planned maintenance downtime, remind
users of phone use policies, or advertise a newly licensed feature.
• Assigning Exchange permissions: If you plan to use the minimum set of
Exchange permissions necessary, a Distribution Group can greatly assist in
assigning these permissions for each user. For more information, see “Assign IC
administrator account permissions for Exchange”.
After the initial IC installation, remember to keep the Exchange Distribution Group’s
membership in synch with the list of IC users in Interaction Administrator. In other
words, when a new user is added to IC, the user must be added to the Exchange
Distribution Group as well. If you fail to do so, new users may be left out of group
messages or, if you used the Exchange Distribution Group to aid in assigning
permissions, new users may be unable to access their voicemails.
See the appropriate instructions for creating an Exchange Distribution Group for your
Exchange Server:
78 Microsoft Exchange MAPI-based integration

• Create an Exchange Distribution Group in Exchange 2003

• Create an Exchange Distribution Group in Exchange 2007 and Exchange 2010

Create an Exchange Distribution Group in Exchange 2003

In Exchange 2003, create the Exchange Distribution Group in Active Directory Users
and Computers.

1. Launch the Active Directory Users and Computers on the Exchange server and
open the Users container.

Active Directory Users container

2. Right-click the Users container and select New… Group. Follow the steps in the
New Object – Group wizard.

3. Enter account information for the Distribution Group.

Chapter 6: Mail System 79

Define the Group

Type the Group name, for example, ICUsers.
For Group scope, Universal is recommended.
For Group type, Distribution is recommended.

4. Click the checkbox to Create an Exchange e-mail address for the ICUsers
Group.

5. After you have completed the New Object – Group wizard, the ICUsers Group
appears in the Users container.

6. Double-click on the ICUsers Group in the Users container to open the Properties
window, click the Members tab.

7. Click the Add button. In the Select Users, Contacts, Computers, or Groups
screen, enter all IC users as shown in the following figure.
80 Microsoft Exchange MAPI-based integration

Enter IC users

8. The IC users are added to the Distribution Group member list.

Exchange 2003 Distribution Group member list

Create an Exchange Distribution Group in Exchange 2007 and Exchange

2010
In Exchange 2007 or Exchange 2010, create the Exchange Distribution Group in the
Exchange Management Console.
Chapter 6: Mail System 81

1. Launch the Exchange Management Console on the Exchange server and select
Distribution Group under Recipient Configuration.

Exchange 2007 Distribution Group

2. Right-click the Distribution Group node and select New Distribution Group….

3. Follow the steps in the New Distribution Group wizard to create a New Group.

4. Enter account information for the Distribution Group.

82 Microsoft Exchange MAPI-based integration

Enter account information for the Distribution Group

For Group type, Distribution is recommended.
Type the group Name, for example, ICUsers.

5. After you have completed the New Distribution Group wizard, the ICUsers
Group appears in the Distribution Group node.

6. Double-click on the ICUsers Group in the Distribution Group node to open the
Properties window, and click the Members tab.

7. Click the Add button. In the Select Recipient screen, select all IC users.
Chapter 6: Mail System 83

Select IC users

8. The IC users are added to the Distribution Group member list.

Exchange 2007 Distribution Group member list

84 Microsoft Exchange MAPI-based integration

Assign IC administrator account permissions for Exchange (MAPI)

You should have already created an “IC administrator account” — a Windows
domain user account with local machine administrator privilegesprivileges on
the IC Server — as described in Chapter 3: “IC Server”. This account is used to install
the IC software and to start IC services. The “IC administrator account” is also used to
log in to the Exchange server. From this single login, the mailboxes of all IC users are
accessed and all IC generated messages (voicemails, faxes, and emails) are delivered.
Note: For historical and consistency purposes, this section uses the term “IC
administrator account” to refer to the Windows domain user account that starts IC
services, acknowledging that the term may be misleading as the same account may or
may not also be used to administrator IC accounts in Interaction Administrator. If you
plan to use a specific account to run IC services and log in to the Exchange server,
make sure to follow the instructions in this section to set the permissions for that
account.
This section describes two permission models, provides instructions for assigning
permissions for your Exchange server version and the chosen permission model, and
presents some troubleshooting items.
• Recommended and minimum Exchange permissions
• Assign the recommended IC administrator account permissions in Exchange 2003
• Assign the recommended IC administrator account permissions in Exchange 2007
and Exchange 2010
• Assign the minimum IC administrator account permissions in Exchange 2003
• Assign the minimum IC administrator account permissions in Exchange 2007 and
Exchange 2010
• Troubleshooting: Permission assignments may not take effect immediately
• Troubleshooting: “Send As” permission and IC users with domain administrative
roles

Recommended and minimum Exchange permissions

You can choose from two Exchange permission models — recommended and
minimum. Use the minimum permissions model only if the recommended permissions
are not restrictive enough for your site.

Minimum permissions
At a minimum, IC requires two Exchange permissions to be set in order to properly
function:
• “Full Mailbox Access”: The “Full Mailbox Access” permission enables the IC
administrator account to access IC users’ mailboxes to retrieve, move, and delete
voicemails, faxes, e-mails, and mailbox folders.
Chapter 6: Mail System 85

• “Send As”: The “Send As” permission, set over an Active Directory organizational
unit (typically “OU=Users”), enables the IC administrator account to send
messages on behalf of any user in that organization unit. When IC user A sends a
voicemail to IC user B, it appears as if IC user A sent it, although it is actually sent
by the IC administrator account. When IC user B replies to IC user A by selecting
to “Reply” in either Outlook or the TUI, the reply goes directly to IC user A,
instead going to the IC service account’s mailbox.
Both permissions must be granted to the IC administrator account on each IC
user’s mailbox. At sites with large numbers of IC users, this can be an administrative
burden (requiring mundane and repetitious configuration in Active Directory Users and
Computers, or the use of scripting). In addition, it is prone to configuration errors (for
example, failing to always remember to add the permissions in Active Directory when
adding new users to IC).
For these reasons, most sites may wish to use the recommended (more powerful) set
of permissions over the entire Exchange Mailbox Database, instead of individual users.
If the recommended permissions are unacceptably high for your situation, use the
minimum permissions.

Recommended permissions
The set of Exchange permissions generally recommended to allow IC to properly
function is:
• “Administrator Information Store”: The “Administrator Information Store”
permission, set over an Exchange Mailbox Database, enables the IC administrator
account to access the mailbox of any user in that Mailbox Database. IC uses
“Administrator Information Store” to access those users’ email folders (inbox, sent
items, etc.) as well as contacts.
• “Send As”: The “Send As” permission, set over an Active Directory organizational
unit (typically “OU=Users”), enables the IC administrator account to send
messages on behalf of any user in that organization unit. See previous “Send As”
section above.
• “Receive As”: The “Receive As” permission, set over an Exchange Mailbox
Database, enables the IC administrator account to access the mailbox of any user
in that Mailbox Database. This additional permission is only necessary if your IC
license contains the Interaction Mobile Office feature and you plan to use the
Exchange Calendar Access feature, which enables users to access their calendars
through the TUI.
86 Microsoft Exchange MAPI-based integration

Assign the recommended IC administrator permissions in Exchange 2003

For Exchange 2003, assign “Administrator Information Store” permission in the
Exchange System Manager and assign the “Send As” permission in Active Directory
Users and Computers.
If your IC license contains the Interaction Mobile Office feature and you plan to use
Exchange Calendar Access or use the calendar tools in a custom handler, you will also
need to assign the “Receive As” permission in Exchange System Manager.

To assign “Administrator Information Store” permission

1. Start Exchange System Manager.

2. Open the Mailbox Store node.

Exchange System Manager First Storage Group node

If you have multiple Mailbox Store nodes, you will need to repeat the procedure
for each Mailbox Store that contains mailboxes for IC users.

3. Right-click the Mailbox Store container and select Properties from the menu
that appears.

4. Click the Security tab.

5. Click the Advanced button to display the Advanced Permissions screen.

Chapter 6: Mail System 87

Advanced Permissions screen

6. Click Add to add the IC administrator account.

7. Select the IC administrator account and click OK.

8. From the Apply onto drop down list, select This object and subcontainers.

9. Check the box next to Administer information store in the list of permissions.
88 Microsoft Exchange MAPI-based integration

Select Administrator information store permissions

Click the OK button until the Mailbox Store’s Properties screen is closed.

10. (For multiple Mailbox Store nodes only) Repeat steps 2 through 9 for each Mailbox
Store that contains IC user mailboxes for IC users.

To assign “Send As” permission

1. Open the Active Directory Users and Computers snap-in. To do this, type dsa.msc
on the command line on the Exchange Server.

2. Open the domain node.

Chapter 6: Mail System 89

Active Directory Users container

3. Right-click the Users container and select Properties. If the IC users are in a
container other than Users, right-click on that container instead. If your IC users
are spread across multiple containers, you will need to repeat the procedure.

4. Click the Security tab to show the accounts and permissions for this container. (If
the Security tab is not available, enable it by clicking View in the Active Directory
Users and Computers snap-in and selecting Advanced Features).

5. Click the Advanced button to display the Advanced Permissions screen.

6. Click Add to add the IC administrator account.

7. Select the IC administrator account and click OK.

8. From the Apply onto drop down list, select User Objects.

9. Check the box next to Send As in the list of permissions.

90 Microsoft Exchange MAPI-based integration

Select Send As permissions

10. Click the OK button until the User container’s Properties screen is closed.

11. (If IC users are spread across multiple containers) Repeat steps 3 through 10 for
the other containers.

To assign “Receive As” permission

If your IC license contains the Interaction Mobile Office feature and you plan to use
Exchange Calendar Access or use the calendar tools in a custom handler, assign the
“Receive As” permission in the same way that the “Administrator Information Store”
permission was assigned.
Chapter 6: Mail System 91

Select Receive As store permissions

Assign the recommended IC administrator permissions in Exchange 2007

and Exchange 2010
For Exchange 2007 and Exchange 2010, you can grant all three permissions —
“Administer Information Store”, “Send As”, and “Receive As” (if using calendar
integration) — to the IC administrator account in the Exchange Management Shell.

To assign “Administer Information Store” and “Receive As” (if using calendar
integration) permissions
Run the following Exchange Management Shell command. The parameters in italics will
vary, including the Database_Name, which you can determine through Exchange
Management Console. You will need to repeat this command for every Mailbox
Database that contains mailboxes of IC users.
Get-MailboxDatabase ”Database_Name” | Add-ADPermission -User
domain\IC_Administrator_Account –ExtendedRights ms-Exch-Store-
Admin,Receive-As
92 Microsoft Exchange MAPI-based integration

For example:

Assign Administrator Information Store and Receive As permissions command

The parameters in italics will vary, including the Database_Name, which you can
determine through Exchange Management Console.

Determining the Mailbox Database name

You will need to repeat this command for every Mailbox Database that contains
mailboxes of IC users.

To assign “Send As” permission

Run the following Exchange Management Shell command. The parameters in italics will
vary:
Chapter 6: Mail System 93

Add-ADPermission “CN=Users,DC=domain,DC=com” –User

domain\IC_Administrator_Account –ExtendedRights Send-As –InheritanceType
Descendents –InheritedObjectType User
For example:

Assign Send A permission command

Alternatively you can grant the “Send As” permission using Active Directory Users and
Computers as described in the “Assign the recommended IC administrator permissions
in Exchange 2003” section above,

Assign the minimum IC administrator permissions in Exchange 2003

For some sites, the recommended permissions may be unacceptably high. For
example, your Exchange Mailbox Database may have the mailboxes of thousands of
users in it, of which only a subset are IC users. Granting the IC administrator account
the ability to access mailboxes of all users in the database may be undesirable or
prohibited by corporate security policy.
If that is the case, you have two options:
• Isolate the IC users: Create a special Exchange Mailbox Database for IC users
only. Grant the IC administrator account “Administer Information Store”
permission (and “Receive As” permission if using calendar integration) over that
database only. Create a special Organizational Unit or Active Directory Group for
IC users only. Grant the IC administrator account “Send As” permission over that
OU or Group only.
• Bear the administrative burden: Grant “Full Mailbox Access” and “Send As” to
the IC administrator account for each IC user. You must be careful to grant this to
each and every IC user, and remember to always do so when adding new IC
users.

Assign the minimum IC administrator permissions in Exchange 2007 and

Exchange 2010
For the same reasons as outlined in the previous section “Assign the minimum IC
administrator permissions in Exchange 2003”, the recommended permissions may be
unacceptably high for your site. The same two options exist in Exchange 2007
94 Microsoft Exchange MAPI-based integration

and 2010, but Exchange Management Shell can greatly aid in assigning the
permissions if you elect the second option.
In Exchange 2007 and Exchange 2010, the “Full Mailbox Access” and “Send As”
permissions can be granted to the IC administrator account on each IC user’s mailbox,
by using a Distribution Group described in the “Creating an Exchange Distribution
Group in Exchange 2007 and Exchange 2010” section, and the following Exchange
Management Shell script. The parameters in italics will vary.
$ICUsers = Get-DistributionGroupMember Distribution_Group_Name
$ICUsers | ForEach-Object –Process { Get-Mailbox $_.Identity | Add-
MailboxPermission –User domain\IC_Service_Account –AccessRights
FullAccess,SendAs }
Note: The above script will only grant the IC administrator account permissions over
the mailboxes of the users who are members of the Distribution Group at the time
the script is run. You will have to manually add the permissions or rerun the script,
when new users are added to IC, and manually remove permissions if users are
removed from IC but not from Active Directory.

Troubleshooting: Permission assignments may not take effect immediately

The changes you make to Exchange permissions may not take effect immediately.
Exchange permissions stored in Active Directory will not be replicated to other Active
Directory sites until the regular synchronization interval (by default, every 15
minutes). In addition, Microsoft Exchange caches permissions and periodically updates
that cache. To clear and reload this cache (and have the permissions take effect
immediately if you have only one Active Directory server), you may stop and restart
the Microsoft Exchange Information Store service.

Troubleshooting: “Send As” permission and IC users with domain

administrative roles
If any of your IC users are members of a built-in domain administrative group (such
as Administrators, Domain Administrators, Backup Operators, etc.), they may have
their “Send As” permission removed by Active Directory within an hour after you have
added it. Certain built-in domain administrative groups, and consequently members of
those groups, have their permissions dictated by a template Active Directory object
called AdminSDHolder. For detailed information, see Microsoft Knowledge Base (KB)
articles 907434 and 817433.
If any of your IC users are members of these protected groups, a problem will exhibit
itself whenever these users (typically in the IT department) leave a voicemail for
another IC user. These voicemails will appear as having been sent by the IC
administrator account instead of the user. Furthermore, warnings will appear in the
Application Event Viewer log stating that “a message could not be delivered to one or
more of the specified recipients, because… the transport lacked the necessary
Chapter 6: Mail System 95

permissions to deliver the message on behalf of the sender”, as IC attempts to first

deliver the message on behalf of the IC user.
The best solution to this problem is to follow the recommendation from Microsoft and
create two separate accounts for your power users: one for ordinary use, including e-
mail and voicemail, and one (preferably with no Exchange mailbox) for administrative
tasks only. Creating separate accounts is a standard “best practice” for reasons
unrelated to IC (protecting the administrative account from e-mail viruses, for
example).
If you still choose to add users to IC who are members of a protected group, you will
have to modify the AdminSDHolder object as described in the KB article. If using the
“recommended” permissions model, you will have to employ “Method 2” workaround
described in KB article 817433. If using the “minimum” permissions model, you will
have to run the dsacls.exe utility, as mentioned in KB article 907434, with the
parameters below. The parameters in italics will vary.
dsacls.exe cn=AdminSDHolder,cn=System,dc=domain,dc=Com /G
“domain\poweruser:CA;Send As”
You will need to repeat this for every user who is a member of a protected domain
group.

Configure Outlook client on the IC Server (MAPI)

IC supports the following Microsoft Outlook on the IC Server:
• Microsoft Outlook 2003 SP2
• Microsoft Outlook 2007 SP3
• Microsoft Outlook 2010 SP1 and SP2
Visit the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx for
mail system support updates. Microsoft recommends applying the latest Outlook
service packs for full functionality.
Outlook on the IC Server must be configured to access the IC administrator account
on the Exchange server. This section describes how to create the e-mail account
(mail profile for the IC administrator). IC uses this account for sending voicemail,
faxes, etc. to Interaction Client users.
In this section:
• Configure Outlook 2003 on the IC Server
• Configure Outlook 2007 on the IC Server
96 Microsoft Exchange MAPI-based integration

Configure Outlook 2003 on the IC Server

Before you begin, make sure that the Exchange server is installed and connected to
the IC Server, and the IC administrator account has been assigned the permissions
described in the previous section.

1. Log into the IC Server as the IC administrator.

2. Install Outlook 2003 if it is not already installed. We recommend selecting the

“typical installation”, and installing Outlook on the D:\ drive.

3. In Settings…Control Panel, open the Mail control panel.

4. Select E-mail Accounts…

Select E-mail Accounts

5. The E-mail Accounts wizard appears. Select Add a new e-mail account.
Chapter 6: Mail System 97

Select Add a new e-mail account

6. In the Server Type screen, select Microsoft Exchange Server.

Select Microsoft Exchange Server

7. In the Exchange Server Settings screen:

• Enter the Microsoft Exchange Server.
• Enter the User Name (IC administrator account) and select Check Name to
verify.
• Make sure that Used Cached Exchange Mode is unchecked.
98 Microsoft Exchange MAPI-based integration

Exchange Server settings

8. Click Finish to close the wizard.

New e-mail account added complete

9. To verify the Outlook installation and mail profile, open Outlook and send an
e-mail to someone else with an e-mail account on the Exchange server.
Chapter 6: Mail System 99

Configure Outlook 2007 on the IC Server

Before you begin, make sure that the Exchange server is installed and connected to
the IC Server, and the IC administrator account has been assigned the permissions
described in the previous section.

1. Log into the IC Server as the IC administrator.

2. Install Outlook 2007 if it is not already installed. We recommend selecting the

“typical installation”, and installing Outlook on the D:\ drive.

3. Select Start…Programs…Microsoft Office…Outlook 2007.

4. The Outlook 2007 Startup wizard appears.

Outlook 2007 Startup wizard

5. In the Account Configuration screen, select Yes to configure an e-mail account.

6. In the Auto Account Setup screen, verify the e-mail address for the IC
administrator account
100 Microsoft Exchange MAPI-based integration

Verify the e-mail address for the IC administrator account

7. Once the e-mail setting configuration is complete, click Finish to close the wizard.

Click Finish to close the Outlook 2007 Startup wizard

8. To verify the Outlook configuration and mail profile, open Outlook and send an
e-mail to someone else with an e-mail account on the Exchange server.
Chapter 6: Mail System 101

Configure IC for Exchange (MAPI)

After the IC Server software has been installed, configure the Exchange mail provider
in IC Setup Assistant or post-installation in the Interaction Administrator Mail
container. IC uses the default Exchange profile on the Exchange server.
Other than selecting Exchange as the mail provider, the only additional configuration is
the optional Exchange calendar access. See “Exchange calendar access (Interaction
Mobile Office)” below.

Exchange calendar access (Interaction Mobile Office)

Exchange calendar access is an Interaction Mobile Office feature, available if your IC
license includes Interaction Mobile Office. This feature enables IC users to retrieve a
list of appointments set in their Outlook calendar via the telephone user interface
(TUI). For information about Interaction Mobile Office, see the Interaction Mobile
Office Administration Guide in the Interaction Mobile Office section of the IC
Documentation Library.

Requirements
Make sure you have fulfilled all the Exchange server and Outlook on the IC Server
configuration requirements described in this chapter.
• Supported Exchange servers: The Exchange server that will be running the
calendar service must be an Exchange 2007 server with Outlook Web Access
enabled. It should not be a front-end Outlook Web Access server used as a proxy
to the Exchange server. Note: Exchange 2010 server does not support Exchange
calendar access.
• Assign IC administrator permissions for Exchange: Assign the
“recommended” Exchange permissions: “Administrator Store” and “Send As”, plus
“Receive As”, which is specifically required for Exchange calendar access. For more
information, see “Assign IC administrator permissions for Exchange” in this
chapter.
• Secure connections: If plan to use SSL/TLS to ensure secure connections
between the IC Server and the Exchange server, an Exchange server certificate
must be issued by a certificate authority. The Exchange server certificate, or all
certificates in its chain of trust, must be installed in the Windows Certificate Store.
For more information, see “E-mail security” in this chapter.

Configuration
IC uses the WebDAV API to interface with the Exchange server for the Exchange
calendar access feature. WebDAV is an extension of the HTTP protocol.
102 Microsoft Exchange MAPI-based integration

Configure Exchange calendar access in the Exchange Configuration screen, which

appears in IC Setup Assistant as part of a new IC 3.0 installation or post-installation,
in the Interaction Administrator Mail container.

Exchange Calendar screen

Host: Type the URL of the Exchange server running the calendar service, in the
“http://ServerName” format. If you plan to use SSL/TLS, use “https://ServerName”
format. Note: If the Host is an Exchange 2007 server, point to the Exchange 2007
server acting in the Client Access role.
User ID: Type an administrative user account name (IC administrator account) that
has "Receive As" rights on the Exchange server. The field should contain the domain
and username (domain\username).
Password: Type the password for the User ID.
Confirm: Confirm the password for the User ID.

Microsoft Outlook for users

Microsoft Outlook is not required for users: voicemail and fax can be checked in
Interaction Client .NET Edition. However, if you want to provide users with the ability
to check messages outside of IC, or to receive any other messages from IC which are
Chapter 6: Mail System 103

not either voicemail or fax, install either Microsoft Outlook or Microsoft Outlook Web
Access.

Microsoft Outlook on client workstations

IC supports the following Microsoft Outlook versions on client workstations:
• Microsoft Outlook XP/2002 SP1 or later
• Microsoft Outlook 2003
• Microsoft Outlook 2007 SP2
• Microsoft Outlook 2010 SP1
Visit the Test Lab site at http://testlab.inin.com/ for the latest service packs certified
for use with IC 3.0. Microsoft recommends applying the latest Outlook service packs
for full functionality.

Microsoft Outlook Web Access

Microsoft Outlook Web Access enables users to gain access to their Microsoft Exchange
Server mailbox using a Web browser. If you choose to use Outlook Web Access, see
the documentation provided by Microsoft on how configure and use Outlook Web
Access.

Lotus Domino server

Lotus Domino/Notes is a supported IC mail provider, supporting unified messaging and
e-mail queuing (ACD queuing of e-mail to contact center agents)
This section provides Lotus Domino/Notes-related requirements, installation, and
configuration information.
• Supported Lotus Domino servers
• Assign IC administrator permissions on the Lotus Domino server
• Install and configure the Notes client on the IC Server
• Configure IC for Lotus Domino/Notes
• Lotus Domino/Notes support limitations
For additional information, such as how to use the Adsync tool to synchronize
information contained in the Active Directory account with an account residing in Lotus
Domino/Notes, see Using Lotus Notes with IC in the Technical Reference Documents
section of the IC Documentation Library.
104 Lotus Domino server

Supported Lotus Domino servers

IC supports Lotus Domino/Notes 6.5.x, 7.0.x, 8.0.x, and 8.5.x. Visit the Support Web
site at https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx
for mail system support updates.

Assign the IC administrator permissions on the Lotus Domino server

The IC administrator account is used to log in to the Lotus Domino server. You should
have already created the IC administrator domain user account with local privileges on
the IC Server as described in Chapter 3: “IC Server”.
To configure the IC administrator account on the Domino server:
• Register the IC administrator as a new Notes user
• Grant Manager privileges to the IC administrator’s Domino account over IC users’
Domino mailboxes

Register the IC administrator as a new Notes user

Log on as the Lotus Domino administrator, and register a new Notes user (for
example, ICAdmin) for IC's use.
Registration creates a person document in the Domino Directory, a properly verified
Notes ID, and a mail database on the Lotus Domino server. See the Lotus Domino
administrator documentation for information on how to register a new Notes user.
When you run IC Setup Assistant, it will prompt you for the password for the IC
administrator’s Domino account password.

Grant Manager privileges to IC administrator’s Domino account over IC

users’ Domino mailboxes
To enable phone-based retrieval of voicemail and e-mail messages, the IC
administrator’s Domino account must be granted Manager privileges including
permission to "Delete documents” over the IC users’ Domino mailboxes.

1. If you have not already done so, first give the Lotus Domino administrator Full
Access Administration. This step is needed so that the user running Lotus
Domino Administrator can modify users ACLs to add the IC administrator account.

2. Double-click an IC Notes user’s NSF file (found in the \Notes\Data\Mail directory).

3. On the Lotus Notes Administration interface, select the File…Database…Access

Control and add the account designated as the IC administrator account to the
Access Control List. Make sure this account has Manager rights and that all check
boxes are selected, including Delete Documents.

4. Repeat steps 2 and 3 for all other users.

Chapter 6: Mail System 105

Alternatively, you can highlight all users at once and then choose "database/access
control" and select the File…Database…Access Control and add the account designated
as the IC administrator account to the Access Control List for all users. This takes a
while to complete, but is easier than granting Manager privileges to individual users.
For detailed instructions, see Using Lotus Notes with IC in the Technical Reference
Documents section of the IC Documentation Library.

Install and configure the Notes client on the IC Server

The Lotus Domino server must be installed, connected to the IC Server, and
configured for the IC administrator account before you install the Notes client on the
IC Server.
Note: This procedure is a prerequisite for IC installation; IC Setup Assistant will not
proceed with configuring the Lotus Domino/Notes mail provider until the Notes client is
installed on the IC Server.

To install and configure the Notes client on the IC Server

1. Install the Lotus Notes client version corresponding to the Lotus Domino server
version on the IC Server.
Note: If you intend to install Lotus Notes and Microsoft Outlook on the IC Server,
we recommend that Lotus Notes be installed before Microsoft Outlook, as some
versions of Outlook can cause problems with Lotus Notes.

2. Log in to the IC Server as the IC administrator.

3. Start the Lotus Notes client, select the Notes ID (for example, ICAdmin), and enter
the Notes password that you created for this IC account.

4. After connecting to the Lotus Domino/Notes server, set the location in

File…Mobile…Set Location Notes. Until you do this, you cannot send or receive
mail.

5. Make sure the IC Server’s PATH statement includes the Notes directory (typically
C:\NOTES). If the PATH statement does not include the Notes directory before IC
Setup Assistant is run, IC Setup Assistant will not be successful.

6. On the IC Server, make sure the TMP or TEMP environment variable exists and
points to a valid directory on the IC Server with enough space to temporarily hold
attachments (for example, voicemail and fax files) for e-mail messages.

7. To verify the Lotus Notes client installation, log out, then log in to the Lotus Notes
client as the IC administrator and send an e-mail to the IC administrator account.
106 Novell GroupWise server

Configure IC for Lotus Domino/Notes

After the IC Server software has been installed, configure the Lotus Notes mail
provider in IC Setup Assistant or post-installation in the Interaction Administrator Mail
container.
For instructions, see IC Setup Assistant help, Interaction Administrator online help,
and Using Lotus Notes with IC in the Technical Reference Documents section of the IC
Documentation Library.

Additional configuration in Interaction Administrator

The following options are available in Interaction Administrator only.
The Use Database Search and Use Folder References settings are available in the
Notes Configuration screen in the Interaction Administrator Mail container. They
provide a significant performance improvement when accessing a mailbox via the TUI.

Lotus Domino/Notes support limitations

Please note the following limitations to Lotus Domino/Notes support in IC:
• HTML is not supported in email interactions. Only plain text is available.
• Workgroup ACD routing in the Save Replies to Sent Items folder does not work.

Novell GroupWise server

Novell GroupWise is a supported IC mail provider, supporting unified messaging, and
e-mail queuing (ACD queuing of e-mail to contact center agents).
In IC 3.0 supports the SOAP-based GroupWise Connector.
This section provides GroupWise-related requirements, installation, and configuration
information.
• About the GroupWise Connector
• Supported GroupWise servers
• Configure the GroupWise POA(s) for SOAP
• Generate the Trusted Application file
• Configure IC for GroupWise
• GroupWise client on user workstations

About the GroupWise Connector

The new GroupWise Connector uses the Web services available in GroupWise 7.0 to
provide the Interaction Center (IC)/GroupWise integration. IC and GroupWise use the
Chapter 6: Mail System 107

SOAP API to communicate over HTTP between the GroupWise Connector and a Post
Office Agent (POA) with SOAP enabled.
The SOAP-based GroupWise Connector has several advantages over the GroupWise
Connector supported in previous IC releases, which was based on the GroupWise
Object API. The advantages include easier installation, improved performance and
reliability, and less troubleshooting.

Trusted Application
The GroupWise Connector requires that you install IC as a Trusted Application in
GroupWise. This is accomplished by running the GroupWise Trusted Application
Installer utility, available on the IC 3.0 SU10 (NPT) product disc and the Support Web
site. The utility creates a Trusted Application key file that is imported by IC in Setup
Assistant or Interaction Administrator. When the IC configuration is completed, IC
automatically provides users access to their mailboxes through e-mail or the TUI.
The Trusted Application eliminates the need for the administrator to individually grant
the IC administrator account proxy access to each user mailbox that IC will access.

GroupWise client no longer required on the IC Server

To further simplify the installation procedure, IC no longer requires that the
GroupWise client be installed on the IC Server.

Supported GroupWise servers

A GroupWise system is a collection of POA’s, which may be running on one or more
GroupWise servers. (A post office is a collection of user mailboxes and GroupWise
objects. The POA delivers messages to mailboxes.) Multiple POA’s are useful for load
balancing and/or user provisioning.
IC 3.0 supports GroupWise 7.x and 8.x. Please note that GroupWise 7.0 SP1 or later is
required for SOAP configuration. Visit the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx for
mail system support updates.
User accounts should already be created in the GroupWise system.

Configure the GroupWise POA(s) for SOAP

For each GroupWise Post Office Agent (POA) that will be accessed by IC, enable SOAP,
check the SOAP port, and (optionally) enable SSL for SOAP.
If you want to use SSL for SOAP, you must obtain a server certificate for this POA and
assign it to the POA in GroupWise. The certificate for the POA must be trusted by the
IC Server. For more information, see “E-mail security” in this chapter.
108 LDAP/SMTP/IMAP services

Follow the instructions in Novell GroupWise Support for IC in the Technical Reference
Documents section of the IC Documentation Library.

Generate the Trusted Application file

Run the GroupWise Trusted Application utility (GWTApp.exe) on the GroupWise server
or other Windows-based machine in the GroupWise domain, and copy the resulting
Trusted Application key file (GWTApp.xml) to the IC Server. The GroupWise Trusted
Application utility is available on the product disc or on the Support Web site.
Follow the instructions in Novell GroupWise Support for IC in the Technical Reference
Documents section of the IC Documentation Library.

Configure IC for GroupWise

After the IC Server software has been installed, configure the GroupWise mail provider
in IC Setup Assistant or post-installation in the Interaction Administrator Mail
container.
For instructions, see IC Setup Assistant help, Interaction Administrator help, or Novell
GroupWise Support for IC in the Technical Reference Documents section of the IC
Documentation Library.

Additional configuration in Interaction Administrator

The following options are available in Interaction Administrator only.
If plan you to use SSL/TLS for SOAP, you will need to enable Use Secure
Connections (TLS) in the Interaction Administrator GroupWise Configuration screen.
(Obtaining a server certificate for the GroupWise server, assigning it to the POA, and
enabling SSL for SOAP in the POA is also required.)
An Enable server side tracing option for troubleshooting is also available in the
Interaction Administrator GroupWise Configuration screen.

GroupWise client on user workstations

The GroupWise Connector does not require that the GroupWise client be installed on
user workstations. However, we recommend it if you want users to access voicemails
and faxes via e-mail as well as the TUI.
Note: Interaction Client .NET Edition has limited voicemail and fax features, but the
GroupWise client is needed to receive IC system e-mails.

LDAP/SMTP/IMAP services
IC supports unified messaging for mail providers that use the standard SMTP/IMAP
messaging protocols and the LDAP directory access protocol.
Chapter 6: Mail System 109

This section provides LDAP/SMTP/IMAP-related requirements, installation, and

configuration information.
• About LDAP, SMTP, and IMAP
• Supported LDAP/SMTP/IMAP servers
• Configure IC for LDAP/SMTP/IMAP

About LDAP, SMTP, and IMAP

LDAP is a protocol for looking up user information (first name, last name, address,
company, etc.). The LDAP directory stores credentials for accessing the IMAP server.
SMTP is a protocol for sending mail (transport service).
IMAP is a protocol for retrieving mail (message store service).
LDAP, SMTP, and IMAP can be enabled and configured independently in IC Setup
Assistant or Interaction Administrator, depending on the type of unified messaging
functionality you want the IC system to have. For example:
• If you want delivery of voicemail messages, faxes, and IC notification e-mail
messages (i.e., “caller left a voicemail less than 2 seconds” or “you haven’t
recorded your name prompt”) to e-mail addresses (even external SMTP e-mail
addresses, such as a Hotmail account), and you want to associate users with
address book entries, then you only need to configure SMTP and LDAP.
• If you want delivery of voicemail messages, faxes, and IC notification e-mail
messages, but you do not want retrieval of messages (through the TUI), then you
only need to configure SMTP, not IMAP.
• If you want retrieval of e-mail messages through the TUI (again, even from an
external IMAP account), but you do not want delivery of voicemails, faxes, and IC-
notification-e-mail messages to e-mail addresses, then you only need to
configure IMAP, not SMTP.
If you want users to access messages on client workstations via an e-mail client
instead of the telephone user interface (TUI), fulfill these requirements:
• Establish an IC mail account on the IMAP server for each IC user.
• Install IMAP-capable e-mail software (such as Outlook Express) on client
workstations. (It is not necessary to install the e-mail software on the IC Server.)

Supported LDAP/SMTP/IMAP servers

Servers compliant with LDAP/SMTP/IMAP protocols are supported in IC 3.0.
LDAP/SMTP/IMAP protocols cannot be used with Microsoft Exchange 2007 server or
Exchange 2010 server to support unified messaging.
110 Interaction Message Store

Visit the Support Web site at

https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx for
mail system support updates.

Configure IC for LDAP/SMTP/IMAP

After the IC Server software has been installed, configure for LDAP, SMTP, and/or
IMAP in the Mail Provider screens in IC Setup Assistant or post-installation in the
Interaction Administrator Mail container.
You will be prompted for LDAP Provider and Directory, SMTP Provider and Directory,
and IMAP Provider and Directory information. Because LDAP, SMTP, and IMAP
functionality is independent, you can configure what is needed and skip the screens
that do not apply. See IC Setup Assistant help or Interaction Administrator help for
descriptions of the fields in each screen.

Additional configuration in Interaction Administrator

The following option is available in Interaction Administrator only.
If plan to use SSL/TLS to provide security between the IC Server and the LDAP, SMTP,
and/or IMAP servers, you will need to enable Use Secure Connections (TLS) in the
Interaction Administrator LDAP, SMTP, and/or IMAP Provider screens.
A server certificate for the LDAP, SMTP, and/or IMAP servers must be available and
trusted:
• LDAP uses certificates stored in the Windows certificate store.
• SMTP uses certificates stored in the \I3\IC\Certificates\Email directory.
• IMAP uses certificates stored in the \I3\IC\Certificates\Email directory.
For more information, see Interaction Administrator help.

Interaction Message Store

IC supports Interaction Message Store, a messaging option that provides storing and
tracking capabilities for voicemail and fax messages without connection to an e-mail
system.
This section provides Interaction Message Store-related requirements, installation, and
configuration information.
• About Interaction Message Store
• Multiple mail providers: Interaction Message Store plus e-mail provider
• Configure IC for Interaction Message Store
• Interaction Message Store and virus scanning
Chapter 6: Mail System 111

About Interaction Message Store

Interaction Message Store (formerly known as FBMC or Voice Mail Only) stores
voicemail and faxes as files on the IC Server (small implementations) or a network file
server (large implementations). Users are associated with mailboxes in a file directory
structure, and voicemails and faxes are routed to these mailboxes. IC users can
access voicemail messages from Interaction Client .NET Edition or the telephone user
interface (TUI). Fax messages can be viewed from Interaction Client .NET Edition or
forwarded to another fax number via the TUI.
For more information, see Interaction Message Store in the Technical Reference
Documents section of the IC Documentation Library.

Multiple mail providers: Interaction Message Store plus e-mail

provider
When you configure mail providers as part of the IC Server installation procedure, you
can configure other mail providers as well as Interaction Message Store. This enables
you to serve users as they need to be served.
The Interaction Message Store has no e-mail capability, and it may be necessary for
users or administrators to receive text-based (e-mail) notifications on cell phones or
other e-mail enabled devices. In such a case, you would want to configure an e-mail
provider as well as Interaction Message Store. You can then assign one or more mail
providers to each user as necessary.
For more information, see Interaction Message Store in the Technical Reference
Documents section of the IC Documentation Library.

Configure IC for Interaction Message Store

After the IC Server software has been installed, select Interaction Message Store in
the Mail Provider screens in IC Setup Assistant or post-installation in the Interaction
Administrator Mail container.
Setup Assistant automatically sets a root directory for message storage. The default is
D:\I3\IC\FBMC on the IC Server.

Additional configuration in Interaction Administrator

The following options are available in Interaction Administrator only.
If you wish to change the root directory for the message store on the IC Server, or if
you plan to use a network file server instead of the IC Server as the message store,
you must perform additional configuration in the Interaction Administrator Mail
container in the Interaction Message Store screen. For a network file server, you
must enter the UNC path.
112 Required mail system information

After the IC installation, you can perform the following system administration tasks for
the message store in Interaction Administrator:
• Specify message compression rate
• Manage unused mailboxes
For more information, see Interaction Administrator online help and Interaction
Message Store in the Technical Reference Documents section of the IC Documentation
Library.

Interaction Message Store and virus scanning

Virus scanning software looks for viruses in files whenever they are accessed on the
server. Because Interaction Message Store stores its messages in files, a virus scanner
uses a significant amount of CPU resources to scan those files. Virus scanners can also
cause problems by corrupting messages and locking files that are used by Interaction
Message Store. We recommend that you configure your virus scanner to exclude files
in certain product directories from being scanned, such as the Interaction Message
Store root directory. Adding the Interaction Message Store root directory to the virus
scanner’s exclusion list reduces the amount of time looking for files that are highly
unlikely to be infected.
For detailed information on virus scanner use with Interaction Message Store, see
“Antivirus Scanning and Best Practices” in Chapter 3: “IC Server” in this guide.

Required mail system information

Before you run IC Setup Assistant as part of a new installation, make sure that you
have the following mail system information available, typically provided by the mail
administrator.
• E-mail server name
• (Lotus Domino/Notes) Notes client installed on the IC Server, Notes administrator
account password
• (GroupWise) GroupWise server IP address, port, GroupWise administrator account
and password, location of Trusted Application file on the IC Server
• If users are imported from e-mail server address or distribution lists, create the
address and distribution lists
Chapter 7: Database Server 113

Chapter 7: Database Server

You must fulfill the database requirements to successfully configure the IC database as
part of a new IC installation or upgrade. This chapter discusses the databases
supported in IC and provides database server requirements, planning, installation, and
maintenance issues.
In this chapter
• About IC database configuration
• IC database configuration options
• Reporting database
• Interaction Recorder database
• Interaction Tracker database
• Interaction Optimizer database
• Interaction Feedback database
• SQL Server
• Oracle
• Data retention
• Required database information

About IC database configuration

This section presents background information on the IC database configuration
performed in new installations and upgrades. Configuring a database for use by IC
involves two parts: creating or upgrading the database, and configuring IC to use that
database.

Database configuration
• Creates the three database user accounts used by IC: the administrative account
(default: ic_admin), the user account (default ic_user), and the read-only account
(default ic_readonly).
• Creates or upgrades the database tables, views, indexes, and stored procedures
needed for:
• Reporting. Licenses for displaying Historical Reporting and/or Interaction
Report Assistant in Interaction Supervisor required.
• IC Public and Private Contacts
• Speed Dial lists
114 IC database configuration options

• Interaction Recorder, including Interaction Screen Recorder. Server Feature

add-on licenses required.
• Interaction Tracker. Server Feature add-on license required.
• Interaction Optimizer. Server Feature add-on license and user/station access
licenses required.

IC configuration
• Configures database logging — configures the IC Server to transport Reporting,
Interaction Recorder, Interaction Tracker, and Interaction Optimizer data from the
IC Server to the database server via Persistent Message Queuing (PMQ). For more
information, see Chapter 8: “Database Logging”.)
• Creates the necessary ODBC data sources in the Control Panel.
• Automatically populates various configuration settings in Interaction Administrator
(IC Data Sources, Report Logs, Server Parameters, etc.).

IC database configuration options

IC database configuration can be performed in a number of ways, depending on your
database server type. We offer a number of options to allow database administrators
the flexibility to create the database using different accounts with different
permissions without sharing those credentials, and also give the freedom to have this
work performed before the IC Server installation begins.
For details see:
• “IC database configuration options for SQL Server’ in the “SQL Server” section of
this chapter.
• “IC database configuration options for Oracle” in the “Oracle” section in this
chapter.

Reporting database
The Reporting database records statistics and other information including:
• Call Detail Records (CDR) for calls and other multimedia interactions (chats, e-
mails, etc.)
• Performance data on users and workgroups
• Line and line group statistics
• IVR statistics
• Changes to IC configuration (for auditing)
IC administrators, call center supervisors, and other users can create or run reports on
that data in Interaction Supervisor to analyze trends and improve resource usage.
Chapter 7: Database Server 115

• Historical Reporting enables administrators to view standard, prepackaged

reports generated from IC. (Add-on license for displaying Historical Reporting in
Interaction Supervisor required.)
• Interaction Report Assistant is a wizard that enables administrators to design
customized reports. It guides you through the steps for selecting a pre-defined
data package, for example, Agent Status or Workgroup Queue Statistics, and a
layout to generate a report based on your specifications. (Add-on license for
displaying Interaction Report Assistant in Interaction Supervisor required.)
Interaction Supervisor is installed on administrator or manager workstations with the
IC Business Manager Applications install. Historical Reporting and/or Interaction
Report Assistant will be available in Interaction Supervisor with appropriate licenses.
Crystal Reports 9.0 Runtime, for viewing reports generated from IC, is installed
automatically with the IC Business Manager Applications install if Interaction
Supervisor is selected.
If you want to create or run reports, a database server is required. If you do not have
a database server, we recommend that you purchase the database server and fulfill
the server prerequisites before installing IC, and then configure it during the IC
installation.

CSV/No Reporting
If your site does not include a database server, you can choose from these options:
• CSV: IC sends the call reporting data to a text file in a CSV (comma-separated
values) text file. You can open it in a text editor or spreadsheet application such as
Microsoft Excel. You can also create your own applications to view and manipulate
this data.
• No Reporting: No reporting data is sent to any databases.
While reporting functionality is not supported for CSV or No Reporting, the IC Private
and Public Contacts list is supported. If either No Reporting or CSV is selected,
Microsoft Access tables (i3phone.mdb) are automatically installed on the IC Server as
part of a new IC installation to support the IC Private and Public Contacts list.
Note: The Microsoft Jet files needed for the IC Private and Public Contacts list
Microsoft Access tables are automatically included with the Windows 2003 server.

Interaction Recorder database

Interaction Recorder data is stored in the same IC database, although in different
tables.
Interaction Recorder is an application for managing phone calls, e-mails, faxes,
screen recordings, and Web chats recorded within IC. Interaction Recorder
compresses, archives, and manages the attributes for each recording, allowing you to
quickly sort and manage large numbers of recordings.
116 Interaction Tracker database

The Interaction Recorder database includes tables for the Interaction Screen
Recorder application. Interaction Screen Recorder adds screen recording capability,
assisting contact center managers and supervisors in improving their contact center’s
productivity and assessing agents’ skills. By synchronizing the audio recording of an
agent with the workstation activity, screen recording provides a complete
management tool for contact center supervisors.
Interaction Recorder and Interaction Screen Recorder are installed and configured as
part of IC. Server Feature add-on licensing is required for both applications. The IC
database configuration that occurs when you run Setup Assistant configures the
Interaction Recorder (and Interaction Screen Recorder) database tables.
For more information, see “Interaction Recorder” in Chapter 14: “Optional Installations
and Additional Functionality” in this guide and Installing and Configuring Interaction
Recorder in the Technical Reference Documents section of the IC Documentation
Library.

Interaction Tracker database

Interaction Tracker data is stored in the same IC database, although in different
tables.
Interaction Tracker enables IC users to view the interaction histories between IC users
and outside people, or between IC users, by maintaining a database of IC users and
their associated interactions.
Interaction Tracker is installed and configured as part of IC. An Advanced Server
license or Interaction Tracker add-on license is required. The IC database
configuration that occurs when you run IC Setup Assistant configures the Interaction
Tracker database tables.
For more information, see “Interaction Tracker” in Chapter 14: “Optional Installations
and Additional Functionality” in this guide.

Interaction Optimizer database

Interaction Optimizer data is stored in the same IC database, although in different
tables.
Interaction Optimizer is a complete workforce management (WFM) application for IC
that optimizes agent effectiveness in contact centers of all sizes. It combines IC’s
historical ACD data with projected market expectations for demand forecasts that
more accurately determine required scheduling targets. Interaction Optimizer also
manages agents’ time-off requests and last-minute changes for schedules that balance
anticipated interaction demands with agent availability and skills.
Interaction Optimizer is installed and configured as part of IC. An Interaction
Optimizer feature base license and other user and station licenses are required. The IC
Chapter 7: Database Server 117

database configuration that occurs when you run IC Setup Assistant configures the
Interaction Optimizer database tables.
For more information, see “Interaction Optimizer” in Chapter 14: “Optional
Installations and Additional Functionality” in this guide and Interaction Optimizer
Administration and Scheduling Guide in the Technical Reference Documents section of
the IC Documentation Library.

Interaction Feedback database

In IC 3.0 SU4, the IC database was updated for Interaction Feedback.
Interaction Feedback, an IC Business Manager add-on module, allows you to create
customer satisfaction surveys using the Interaction Feedback Create Survey Wizard.
Easily configure surveys using pre-defined industry standard question templates from
the Library, or custom questions you create "from scratch." Select rule conditions to
determine which calls receive a survey, manage scoring options and recorded question
prompts. View survey results for completed surveys and drill-down for specific
information for a given survey.
For more information, see Interaction Feedback User Guide for Business Users in the
Technical Reference Documents section of the IC Documentation Library and the
Interaction Feedback Support Web site
https://my.inin.com/support/products/feedback30/Pages/default.aspx.

SQL Server
Make sure you have fulfilled the requirements described in this section before you
begin a new or upgrade IC installation.
This section discusses the following topics:
• SQL Server requirements
• SQL Server ODBC driver
• SQL Server database space planning
• SQL Server configuration
• SQL Server database maintenance
• IC database configuration options for SQL Server

SQL Server requirements

IC officially supports the following Microsoft SQL Server versions.
118 SQL Server

Visit the Support Web site at

https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx for
database support updates.
SQL Server version

Microsoft SQL Server 2000 SP4

Microsoft SQL Server 2005 (32-bit) SP4

Microsoft SQL Server 2005 (64-bit) SP3
Microsoft SQL Server 2005 Workgroup (32-bit)

Microsoft SQL Server 2008 (32-bit) SP2

Microsoft SQL Server 2008 (64-bit) SP2
Microsoft SQL Server 2008 R2 (64-bit)

We recommend that you use a dedicated SQL Server computer for IC database
storage. If you already have a SQL Server installed on the same network as the IC
Server, you may use that server for IC database storage.
Notes
• IC 3.0 Servers do not support 64-bit Windows. If your SQL Server database is
64-bit, it must be installed on a separate server.
• SQL Server must be configured for Mixed Authentication Mode (Windows
Authentication and SQL Server Authentication). See “Mixed Authentication Mode”
in this chapter.
• The SQL Server must be case-insensitive. IC database configuration cannot log
into a case-sensitive SQL Server. For more information, contact Support.

Mixed Authentication Mode

SQL Server must be configured for Mixed Authentication Mode. Mixed Mode allows
users to connect to an instance of SQL Server using either Windows Authentication or
SQL Server Authentication.
• You can choose Mixed Mode when installing SQL Server.
• If your SQL Server is already configured for Windows Authentication Mode only,
you can change to Mixed Mode using SQL Server management tools.
See your SQL Server documentation for instructions.

SQL Server ODBC driver

The IC Server, as well as certain client components (such as Interaction Supervisor’s
Historical Reporting feature), uses the SQL Server ODBC driver in all of its
communications with the database server. In most cases, the SQL Server ODBC driver
Chapter 7: Database Server 119

is automatically installed with the IC Server and client workstation operating system
software supported by IC 3.0.
No SQL client tools are required.

SQL Server database space planning

This section discusses SQL Server database space planning, for example, initial data
and log file size, growth increment, and maximum growth size.
When you run a new IC installation, you can enter the appropriate values based on
your database space planning in IC Setup Assistant database configuration screens. IC
Setup Assistant then configures the database.

Use the IC Database Space Planning spreadsheet

We recommend that you use the IC Database Space Planning Spreadsheet,
IC_DB_PLANNING.xls to determine the target size (initial data file size) of the IC
database. This Excel spreadsheet is located on the IC 3.0 product disc in Additional
Files…IC Database Files and in the Technical Reference Documents section of the IC
Documentation Library.
The Main sheet of the spreadsheet presents questions for you to fill out on your site’s
operations, such as:
• Data retention period in months
• Average calls per hours
• Days of week in operation
• Number agents (users)
Based on these values, the spreadsheet calculates the initial data file size for a SQL
Server Reporting database.
You can indicate on the spreadsheet whether you have an Interaction Recorder and/or
Interaction Tracker license to account for the additional space needed for these
databases.
The spreadsheet also contains Advanced Options questions, a breakdown of the SQL
and Oracle Server database size estimates, and Table Details.

Database file size allocations

The following table shows the “rule of thumb” that the IC Database Planning
Spreadsheet uses to calculate initial data file size values for a Reporting, Tracker,
and/or Recorder database. During a new installation, IC database configuration in IC
Setup Assistant uses these as the default values if you do not enter your own values.
120 SQL Server

File Reporting With a Tracker With a Recorder With both

database license… license…* Recorder
and Tracker
licenses…

Data file 1GB Add additional Add additional 1GB Add

750MB additional
1GB

Log file 250MB Add additional Add additional Add

183MB 250MB additional
250MB

* If Interaction Recorder is licensed, but Interaction Tracker is not, recordings still

require most of the related Interaction Tracker information.

Growth increment
You should also determine the growth increment, the numerical increment for the rate
the data and log files will grow following the initial file creation, before the maximum
growth size is reached or the disk is full.
During a new IC installation, IC Setup Assistant uses the following default values if you
do not enter your own values.
File Growth With a With a Recorder With both Recorder
increment Tracker license…* and Tracker licenses…
license…

Data file 250MB Add additional Add additional Add additional 250MB
200MB 250MB

Log file 50MB Add additional Add additional Add additional 50MB
50MB 50MB

* If Interaction Recorder is licensed, but Interaction Tracker is not, recordings still

require most of the related Interaction Tracker information.

Maximum growth size

You can also determine the maximum growth size the data or log file can grow
following the initial file creation.
During a new IC installation, IC Setup Assistant uses the default value of UNLIMITED
for both the data file and log file. The file will grow until the disk is full.

Account for index rebuilds

If you are planning on retaining several years of data in the IC database, then make
sure that you account for this in the sizing calculations. You should add enough free
space to your calculation, to facilitate rebuilding the database indexes.
Chapter 7: Database Server 121

We strongly recommend that you review Rebuilding Indexes in the I3_IC Database
located in the Technical Reference Documents section of the IC Documentation
Library.
The IndexRebuild.sql script is available on the IC 3.0 SU 10 (NPT) product disc in
Additional Files…IC Database Files…SQL Server.

Once the database is created, expand file size to final size

As mentioned, we recommend that you use the IC Database Planning Spreadsheet to
estimate the IC database, and you specify your SQL Server database data and log file
size in the Database Configuration screen in IC Setup Assistant during a new or
upgrade installation.
If you did NOT perform these planning tasks, we recommend that you expand the file
size to final size immediately after the new I3 database has been created, so that it
can be allocated in a single contiguous block. It is not acceptable to create a 500MB
database, and then allow it to grow by small increments to a size of several gigabytes.
When the database file(s) are required to grow repeatedly, the file space allocations
will probably not be contiguous with the initial file space. This is manifested as
physical fragmentation, which degrades performance. Once report logging starts, the
database will consume space rather quickly, and may utilize at least 200MB per
month, depending on the call load.

SQL Server configuration

We strongly recommend that you configure your SQL Server for optimum
performance.
• Place your database transaction log files (for all user databases) on a separate set
of disks from the database data files. It is preferable to use RAID 1 for the
transaction log files rather than RAID 5, for performance reasons.
• You must also ensure that Tempdb has been given an adequate size. In addition,
Tempdb can be placed on its own disk(s) for optimum performance.
For SQL Server 2000: See SQL Database Performance Optimization in the Technical
Reference Documents section of the IC Documentation Library.
For SQL Server 2005: Refer to SQL Server Books Online or msdn.com.

SQL Server database maintenance

Use the normal database backup procedures as described in your Microsoft SQL Server
documentation.
For SQL Server 2000: We have documented a procedure for creating database
maintenance plans using Microsoft SQL Server 2000 Enterprise Manager to back up
the I3 database, system databases, and system transaction logs. See SQL Database
122 SQL Server

Maintenance Plans in the Technical Reference Documents section of the IC

Documentation Library.
For SQL Server 2005: Refer to SQL Server Books Online or msdn.com.

IC database configuration options for SQL Server

We offer a number of IC database configuration options to allow database
administrators the flexibility to create the database using different accounts with
different permissions without sharing those credentials, and also give the freedom to
have this work performed before the IC Server installation begins.

Option 1: Typical IC installation sequence using IC Setup Assistant

When you run IC Setup Assistant on the IC Server as part of a new or upgrade IC
installation, it prompts you for IC database configuration information. Setup Assistant
performs the necessary database creation and configuration for IC during the commit
stage.
This method is most mostly commonly used and is highly recommended.

Option 2: Standalone IC Database Configuration install

Run the standalone IC Database Configuration install to create the IC database any
time prior to running the IC installation. The standalone IC Database Configuration
install is available on the IC 3.0 SU 10 (NPT) product disc under Additional Installs and
Utilities. The install can be run on any non-IC Server machine with access to the
database server. Do not run the install on the IC Server.
Important: When you run IC Setup Assistant as part of the IC installation, you must
still complete the database-related screens in IC Setup Assistant to configure IC to use
the database. Configure the IC Database Name screen, choose to use an existing
database.
This method is the simple, application-based method of executing the database
creation/update scripts independent of the IC Server. This is primarily used if you have
a large database and want to upgrade it prior to IC installation. For instructions, see
the IC Upgrade Guide.
The standalone IC Database Configuration install supports SQL Server only.

Option 3: Database creation/upgrade scripts

Manually run the database creation or upgrade scripts to create/upgrade the IC
database any time prior to the IC Server installation. The SQL Server database
creation/upgrade scripts are available on the IC 3.0 SU10 (NPT) product disc under
Additional Files…IC Database Files…SQL Server. For instructions, see the
ReadMe_SQL.txt file in this directory.
Chapter 7: Database Server 123

Important: When you run IC Setup Assistant as part of the IC installation, you must
still complete the database-related screens in IC Setup Assistant to configure IC to use
the database. In the Configure the IC Database Name screen, choose to use an
existing database.
This option is the most complex and requires manual SQL execution. This method is
provided for sites where the database administrator doesn’t want to share credentials
or wants to know what the scripts will do ahead of time.
Database changes and troubleshooting
If you wish to make database configuration changes or resolve installation or
database-related problems after the new or upgrade IC installation, you can re-run IC
Setup Assistant, and select the Database task. The same database configuration
screens appear as in the new or upgrade IC installation.

Oracle
Make sure you have fulfilled the requirements described in this section before you
begin the IC installation.
This section discusses the following topics:
• Oracle server requirements
• Oracle ODBC driver/Oracle client requirements
• Tablespace planning
• Oracle database maintenance
• Oracle configuration issues
• IC database configuration options for Oracle

Oracle server requirements

IC officially supports the following Oracle server versions. Check the Support Web site
for database support updates.
Oracle server Service pack or version Comments

Oracle 9i 9.2.0.1 database With 9.2.0.7 client

Oracle 10g 10.2.0.1.0 database With 9.2.0.7 client

Oracle 10g 10.2.0.4.0 database With 10.2.0.4.0 client

Oracle 11g 11.1.0.6.12P database With 11.1.0.6.12P client

124 Oracle

Oracle server Service pack or version Comments

Oracle 11g R2 11.2.0.1.0 database With 11.2.0.1.0 client

Supported in IC 3.0 SU11 and later
Note: See Interactive Intelligence KB
https://my.inin.com/products/pages/kb-
details.aspx?entryid=q139584425402029
for known issues with Oracle client
11.2.1.0.

We highly recommend that you use a dedicated Oracle Server computer for IC
database storage. If you already have an Oracle server installed on the same network
as the IC Server, you may use that server for IC database storage.

Oracle ODBC driver/Oracle client requirements

This section discusses Oracle ODBC driver and Oracle client requirements
The IC Server, as well as certain client components (such as Interaction Supervisor’s
Historical Reporting feature), uses the Oracle ODBC driver in all of its communications
with the database server.

Requirements
Install the Oracle client and the Oracle ODBC driver on the IC Server and client
workstations running Interaction Supervisor with Historical Reporting and/or
Interaction Report Assistant.
• Oracle 9.2.0.x: The default Oracle client installation does NOT include the Oracle
ODBC driver. You can freely download the most recent version of the Oracle ODBC
driver from the Oracle Support Web site at
(http://www.oracle.com/technology/software/tech/windows/odbc/index.html) and
install it after installing the Oracle client.

Oracle instance alias name

In order for reports to run correctly, the Oracle instance alias name (specified in
TNSNames.ora) must be consistent between the IC Server and Interaction Client.
When you configure the Oracle client on client workstations, use the same alias name
specified in the IC Server’s tsnames.ora file.

Tablespace planning
IC tables and indexes are stored in Oracle tablespaces. We strongly recommend that
you store the tables and indexes on different tablespaces, and separate them from the
data contained in other applications that you might already have on your Oracle
server.
Chapter 7: Database Server 125

Use the IC Database Space Planning spreadsheet

We recommend that you use the IC Database Space Planning Spreadsheet,
IC_DB_PLANNING.xls, to determine the data and index tablespaces for the IC
database. This Excel spreadsheet is located on the IC 3.0 SU 10 (NPT) product disc in
Additional Files…IC Database Files and in the Technical Reference Documents section
of the IC Documentation Library.
The Main sheet of the spreadsheet presents questions for you to fill out on your site’s
operations, such as:
• Data retention period in months
• Average calls per hours
• Days of week in operation
• Number agents (users)
Based on these values, the spreadsheet calculates the initial data file size for an Oracle
server Reporting database.
You can indicate on the spreadsheet whether you have an Interaction Recorder and/or
Interaction Tracker license to account for the additional space needed for these
databases.
Note: The IC Database Planning spreadsheet will be updated for Interaction Optimizer
in an upcoming Service Update.
The spreadsheet also contains Advanced Options questions, a breakdown of the SQL
and Oracle Server database size estimates, and Table Details.

Create the tablespaces before the IC installation

You need to create the data and index tablespaces for the IC database before
beginning the IC Server installation.
When you run a new or upgrade IC Server installation, you can enter the appropriate
data and index tablespace values in the IC Setup Assistant database configuration
screen. IC Setup Assistant then configures the database.
Depending upon your company's policies, you can choose from three different
tablespace planning scenarios.

Tablespace planning scenario #1 (Recommended)

If there is enough disk space on the Oracle server, we suggest that you use the IC
Database Space Planning Spreadsheet to plan how much space will be needed for the
new IC data and index tablespaces.
Create the tablespaces using Oracle Enterprise Manager, or use the ora_eic_TS.sql
script, available on the IC 3.0 SU 10 (NPT) product disc in Additional Files...IC
Database Files…Oracle.
126 Oracle

The IC Setup Assistant database configuration screen will ask you to specify the
tablespace names exactly the same as what are created in this step using Oracle
Enterprise Manager or the ora_eic_TS.sql script.

Tablespace planning scenario #2

If your Oracle server doesn't have enough disk space to create new tablespaces, but
you do have enough unused space on your existing user tablespaces (don't use
SYSTEM tablespace), use the existing USER tablespace to store IC data.
It's good practice to separate different applications’ data to different tablespaces. Try
to pick the empty tablespaces for IC data, and do not put any other application's data
into the same tablespace unless they won't be used for IC anymore.

Tablespace planning scenario #3

If neither disk nor existing tablespace can give you the minimum required free space,
we suggest you add more disk space before you begin the IC Server installation.

Oracle database maintenance

Use the normal database backup procedures as described in your Oracle server
documentation.

Oracle configuration issues

Please note the following Oracle configuration issues:
• ONames and TNSNames are the Oracle configuration options for connectivity
between Oracle clients and the Oracle server. The Oracle client uses ONames and
TNSNames to resolve the Oracle service running in the database server. ONames
is a deprecated feature starting with Oracle 9i. We suggest that you do not use
ONames in client workstations for resolving the Oracle database service name.
Failure to resolve ONames could cause adverse effects on some IC subsystems.
• When running IC Setup Assistant against an Oracle database residing in a cluster,
the IC Server must be able to use the configured TNSNames.ora file to resolve to
the appropriate database server. Before you begin the IC Server installation, we
recommend that you use the Oracle client on the IC Server to validate that the
connection to the clustered Oracle database can be established,

IC database configuration options for Oracle

We offer a number of IC database creation and configuration options to allow database
administrators the flexibility to create the database using different accounts with
different permissions without sharing those credentials, and also give the freedom to
have this work performed before the IC Server installation begins.
Chapter 7: Database Server 127

Option 1: Typical IC installation sequence using IC Setup Assistant

When you run the IC Setup Assistant on the IC Server as part of a new or upgrade IC
installation, it prompts you for IC database configuration information. Setup Assistant
performs the necessary database creation and configuration for IC during the commit
stage.
This method is most mostly commonly used and is highly recommended.

Option 2: Database creation/upgrade scripts

Manually run the database creation or upgrade scripts to create/upgrade the IC
database any time prior to the IC Server installation. The Oracle database
creation/upgrade scripts are available on the IC 3.0 SU 10 (NPT) product disc under
Additional Files…IC Database Files…Oracle. For instructions, see the ReadMe_Oracle.txt
file in this directory.
Important: When you run IC Setup Assistant as part of the IC installation, you must
still complete the database-related screens in Setup Assistant to configure IC to use
the database. In the Configure the IC Database Schema screen, choose to use an
existing database.
This option is the most complex and requires manual SQL execution. This method is
provided for sites where the database administrator doesn’t want to share credentials
or wants to know what the scripts will do ahead of time.
Database changes and troubleshooting
If you wish to make IC database configuration changes or resolve installation or
database-related problems after the new or upgrade IC installation, you can re-run IC
Setup Assistant, and select the Database task. The same database configuration
screens appear as in the new or upgrade IC installation.

Data retention
The following data retention topics apply to all database servers.

Reporting data log purges

By default, IC automatically purges 400 days (13 months) of Reporting data. The
default purge runs nightly and attempts to purge all data older than 400 days from
each of the logs.
After IC is installed and configured, you can configure log purge settings in Interaction
Administrator to:
• Schedule the time of day you want the data log purge to take place, and how often
you want the purge to run. Configure these settings in the Interaction
128 Data retention

Administrator Site:Server container. Double-click Configuration and select the

Report Log Purging tab.
• For each report log (base or custom), specify how long you want the report log
data to be retained, and whether you want the report log to be purged
automatically or not. Configure these settings in the Interaction Administrator
System Configuration:Report Logs container. Double-click a report log and
select the Retention tab. Repeat for the other report logs listed.

Recording data purges

By default, Recording data purging is not enabled.
After IC is installed and configured, you can configure purge settings in the Interaction
Recorder container in Interaction Administrator. The default nightly purge for
interaction recordings is:
• Archived recordings = 184 days. The default purge attempts to delete all data
older than 400 days from the database.
• Non-archived recordings = 184 days. The default purge attempts to delete all data
older than 184 days from the database.
Note: The default nightly purge for screen recording data from Interaction Screen
Recorder follows the same rules as the interaction recordings they are associated with.

Tracker data purges

By default, Tracker data purging is not enabled.
After IC is installed and configured, you can configure purge settings in the Interaction
Tracker container in Interaction Administrator.
The default nightly purge is 34 days. The default purge attempts to delete all data
older than 34 days from the database.

Optimizer data purges

By default, Optimizer data purging is not enabled.
Currently, Interaction Administrator does not contain any purge setting configuration
for Interaction Optimizer. Customers are responsible for removing old forecast
schedule entries if they choose to do so.

Reporting data deletion errors

IC creates NT Event Log entries for each Reporting log when data is deleted. Any
errors while attempting to delete data will also appear in the NT Event Log. Possible
error causes are “Timeout”, meaning a timeout from trying to perform a very large
delete; and “Out of space”, meaning not enough transaction space is available to
perform deletion of rows. These errors are not critical and will not immediately cause
IC operational problems, but you should not allow these errors to continue. You
Chapter 7: Database Server 129

should contact the database administrator, your IC reseller, or IC Support to intervene

and resolve the problem.

Required database information

Before you run a new or upgrade IC installation, make sure that you have the
following standard database administrator account information available, typically
provided by the database administrator. IC Setup Assistant requires it.

Database server name

One of the following:
• SQL Server name (for SQL Server Express, “ServerName\InstanceName”)
• Oracle service name
The SQL Server or Oracle service that will host the
Reporting/Recorder/Tracker/Optimizer database must actively be running on a SQL
Server or Oracle server and on the network.

Administrator account and password

One of the following:
• SQL administrator account and password
• Oracle service administrator account and password
User name and password of the SQL or Oracle administrator account to use for the IC
installation.
IC database configuration in Setup Assistant uses this account to connect to the
database server, create or upgrade the database, and to create the three standard IC
database user accounts.

Passwords for IC user accounts

IC database configuration in Setup Assistant creates the tables and grants permissions
to these standard database user accounts in a new database and verifies this
information for existing databases:
• ic_admin: Admin account that owns all the tables on the database server. It is
not used by IC during normal operations, but can be used to perform
administrative tasks on the database (performance tuning, backups, etc.)
• ic_user: User account that reads and writes to the database.
• ic_readonly: Read-only account used to query the database.
130 Required database information

You must create the password for these accounts. The database administrator may
have a password policy (for example, at least six characters long, must start with a
number, etc.).

Changing passwords for an existing IC database

User account passwords cannot be changed in IC Setup Assistant or Interaction
Administrator.
(SQL Server only) To change user account password values after IC is installed:

1. Change the passwords on the database.

2. Run the standalone IC Database Configuration install (available on the IC product

disc) on the database server, entering the changed passwords. The IC Database
Configuration install supports SQL Server only.
Chapter 8: Database Logging 131

Chapter 8: Database Logging

Database logging is the mechanism by which IC transports Reporting, Interaction
Recorder, Interaction Tracker, and Interaction Optimizer data from the IC Server to
the database server and stores it. It is performed via Persistent Message Queuing
(PMQ). PMQ is embedded within the IC application on an IC Server with a connection
to a database server.
In this chapter
• About PMQ
• Directory paths for file storage
• Storage file naming
• Storage cleanup process
• Data recovery

About PMQ
PMQ is a queuing system that allows data destined for the database to queue to
memory and/or disk when the database is temporarily unavailable, or if there is a
backlog of data (the data generated by IC temporarily exceeds the rate by which it can
be inserted into the database). Use of this system guarantees that critical data
generated by Reporting, Interaction Recorder, Interaction Tracker, and Interaction
Optimizer is not lost during expected (e.g. database maintenance, backups) or
unexpected database outages. Not all IC components that insert data into the IC
database use PMQ. For example, IC Contacts and Speed Dial lists, as well as data
inserted with the Database tools in Interaction Designer, do not use PMQ and thus
require an active database connection. Furthermore, PMQ does not guarantee
availability of the data. For example, reports cannot be run, or archived recordings
accessed, during database outages.

Directory paths for file storage

The IC Server installation by default stores PMQ data, when PMQ must queue to disk,
in \I3\IC\PMQ. This may be changed, to store potentially large amounts of PMQ data
on a dedicated drive for example, after IC installation by modifying the registry value
at HKLM\Software\Interactive Intelligence\PersistMsgLib\PersistMsgBufferPath.
Because PMQ has the potential to generate large amounts of data on disk, monitoring
the available disk space on the PMQ drive should be done, especially during known
database outages. Interaction Supervisor can be used to indicate whether, and alert
when, queuing to disk is occurring.
132 Storage file naming

Under the PMQ root directory, subdirectories are created for each IC subsystem that
uses PMQ. These subdirectories in turn contain subdirectories with queue names (one
subsystem can segregate PMQ data into multiple queues). Within the queue name
directories, the actual PMQ files for data stored on disk.
For example, you may have files such as:
\I3\IC\PMQ\StatServer\IC Report Logging\72405237.I3P – data queued to disk (see
“Storage file naming” in this chapter).
\I3\IC\PMQ\StatServer\IC Report Logging\72405237.I3C – count file for above data
file (see “Storage file naming” in this chapter.)
\I3\IC\PMQ\AdminServer\IC Report Logging\72405203.ERR – data that experienced
an unexpected error when being inserted into the database (see “Data recovery” in
this chapter)
The subsystems that use PMQ, and thus directories that exist under the PMQ directory,
and the tables they update, are:
• AdminServer: UserWorkgroup, LineGroup, LineGroupConfig, LineGroupLines,
AccountCodeMirror.
• IpServer: AgentActivityLog, AgentQueueActivationHist, ILineGroupStats,
ILineStats, IAChangeLog, ICDirChangeLog, FaxEnvelopeHist.
• StatServer: CallDetail (calls only), IAgentQueueStats, IWrkgrpQueueStats,
IStatsGroup, IVRHistory, IVRInterval, IWrapUpStats.
• (IP) Interaction Processor: CallDetail (for non-call interactions only). IP is also
responsible for any data submitted through the Logging Custom Passthrough tool.
• Recorder Server: various Interaction Recorder-related tables.
• Optimizer Server: various Interaction Optimizer-related tables.
• Tracker Server: various Interaction Tracker-related tables.

Storage file naming

Storage files for each process will have a unique, number-sequenced name to
guarantee FIFO in-order delivery and avoid any errors during a restore-recover
scenario. There are two physical files for each saved buffer of data; the data messages
are stored in files with the extension I3P, and a count of how many messages were
originally written in a file with the extension I3C.
Note: The count (I3C) files are not required for normal operation. If the I3C files
don’t exist, the PMQ library will generate an approximation based on the file and
message size for each I3P file. These counts are strictly for quick reference, they do
not affect data storage and recovery. Do not be concerned if they do not exist in your
storage directories.
Chapter 8: Database Logging 133

Both Persistence (I3P) and Count (I3C) files will have the same sequenced filename,
and this sequence (ranging from 1000 to 99999) is incremented and saved in the
registry. Never alter Recovery Key values, as that could cause immediate data loss if
the system is writing storage files or has data stored for recovery.
The storage file name is formed from a three-character code then a five-digit unique
sequence number. Only the sequence number is actually used to order the files for
recovery. The beginning three-character code represents when the file was created (1
to C for month, followed by the two-digit day of the month) for an easy determination
of approximate file age, even if the system clock has been changed, or the files copied
or restored from backup. It has no use during recovery.
If the program using PMQ enables error queuing, a third type of file may appear in the
storage directories. This is an I3P-type file with an extension of .ERR, which contains
any data which could not be processed correctly. The method of recovery of these
error-queued files depends on the PMQ-enabled application.

Storage cleanup process

If the system is storing data into disk files and the free space on the storage drive
drops below the total file space limits for PMQ storage will be deleted to avoid causing
server failure. The storage cleanup process occurs hourly, and individually for each
queue/application. The default is 1GB of free space. Data loss will occur if this
amount of disk space isn't available. Each queue is monitored separately, so data loss
may not be complete if the first queue’s cleanup removed the condition which is
failing. This default is only valid if the application using PMQ has not altered them,
based on its local data storage requirements.
If the free space falls below the specified minimum, the storage files for the oldest day
will be deleted. This procedure will occur repeatedly until available disk space is again
above the defined minimum storage limit.
Note: The current day’s data won’t ever be deleted, regardless of storage setting.
The default values for all applications using the PMQ tools can be altered by creating
DWORD registry values under the PersistMsgLib key discussed above for the root
directory value. The parameter is PersistMsgMinDiskMegAvail (default 1024). This
will override ALL PMQ-enabled applications, so be very careful about adding this
override entry.

Data recovery
When an interrupted database connection is once again available, PMQ enters recovery
mode, processing I3P/I3C files on disk. PMQ will always process the oldest storage file,
in file name sequence number order, first. Once all messages within a storage file are
processed, the I3P and I3C files are deleted.
134 Data recovery

When inserting data, and an unexpected error (other than the database being
unavailable) occurs, the data is stored in a file with the extension ERR. For example, a
table may have been unintentionally (and external to IC) removed from the database,
generating a SQL error when the insert is attempted. These .ERR files will not be
reprocessed and will remain on disk until manually removed or rename. To attempt a
reprocess of this data, the ERR files may have their extension renamed to I3P and the
corresponding IC subsystem restarted. However, if the condition that caused the
original error still exists, the data will again fail to insert and another ERR file
generated.
For the TrackerServer, IRServer, and OptimizerServer subsystems, you can use the
sendcustomnotification command:
• Sendcustomnotification TrackerServer PMQRetry
• Sendcustomnotification IRServer PMQRetry
• Sendcustomnotification OptimizerServer PMQRetry
This command allows the ERR files to be processed without having to manually
rename the files with the I3P extension and restarting the subsystems. However, for
other PMQ subsystems, like Statserver, this process is not enabled and would require
the ERR files to be renamed and the subsystem restarted.
Chapter 9: Fax Support 135

Chapter 9: Fax Support

Fax support in IC consists of:
• A Fax server on the IC Server. The Fax server enables IC to send and receive
faxes.
• Interaction Fax on client workstations. Interaction Fax enables users to receive,
view, send, and monitor faxes easily from client workstations. Interaction Fax
components are also installed on the IC Server.
In this chapter
• Supported fax platforms
• Install and configure fax on the IC Server
• T.38 (fax over IP)
• Fax support for TAPI systems
• Install fax components on client workstations
• Fax component descriptions

Supported fax platforms

IC supports the following fax platforms:
• Aculab. Prosody modules can be configured for faxing by changing DSP resources
to fax.
• Dialogic boards with dedicated fax processing resources built in.
• Dialogic trunk boards (analog and digital) with DSP-based (SoftFax) resources that
are enabled via specific firmware loads
• Dialogic HMP. T.38 (fax over IP) is used.
• AudioCodes boards in SIP Dialogic/AudioCodes or Aculab/AudioCodes systems. You
can choose to use T.38 (fax over IP) or not.
See the appropriate telephony application note, available on
https://my.inin.com/support/products/ic30/Documentation/mergedProjects/wh_an/ind
ex.htm , for specifics on fax resources and configuration for the appropriate telephony
platforms:
• Aculab Application Note
• Dialogic Application Note
• SIP Application Note (for Dialogic HMP and SIP/AudioCodes)
136 Install and configure fax on the IC Server

Install and configure fax on the IC Server

Follow these steps to install and configure fax on the IC Server. These steps are
necessary for users to be able to send and receive faxes from client workstations.

1. Run the IC Server install as described in Chapter 10: “IC Server Installation”.
When you select the appropriate telephony platform from the Telephony Platform
screen, the appropriate fax-related files for the telephony platform will be
installed.
The following fax components are installed on the IC Server:
• Fax server
• Fax printer driver
• Interaction Fax (includes Interaction Fax Monitor)
For more information, see “Fax component descriptions”.

3. Configure fax stations using Add Stations Assistant when you run IC Setup
Assistant (see Chapter 11) or, post-installation, in Interaction Administrator (see
Chapter 12). In Add Stations Assistant, select Fax Devices attached to the system
bus to create fax bus device stations OR Stations connected by IP (SIP) to import
a CSV list of SIP stations.
You can also create Stand-Alone Fax stations in Add Stations Assistant. Note that
Stand-Alone Fax stations will not have Interaction Fax capabilities.
For more information, see the Dialogic Application Note, Aculab Application Note,
SIP Application Note, and IC Setup Assistant or Interaction Administrator online
help.

4. Perform additional fax configuration in Interaction Administrator:

• Create default Fax Configuration settings in the Fax container. Defining the
Station ID in the Appearance tab is particularly important.
• (Optional) Create Fax Groups.
• Define Fax Recipient in the System Configuration…Mailboxes.
• (Aculab only) Configure Voice Modules for Fax in the Voice Modules container.
For more information, see Interaction Administrator online help.

T.38 (fax over IP)

Faxes transmitted or received over an IP network by SIP/AudioCodes or Dialogic HMP
on an IC Server will use the T.38 protocol if the remote device is T.38 capable.
No additional or special procedures are needed to install and configure T.38 faxing on
the IC Server for Dialogic HMP or SIP/AudioCodes. T.38 faxing is enabled by default. It
Chapter 9: Fax Support 137

can be disabled, if necessary, in the Interaction Administrator SIP Line

Configuration screen.

SIP Line Configuration screen

For more information, see the SIP Application Note and Interaction Administrator
online help.

Fax support for TAPI systems

For fax support on Cisco TAPI IC Servers (no telephony hardware), sites may set up a
second server that has a fax card and trunks.
Handlers for external fax functionality on TAPI systems are available on the IC 3.0 SU
10 (NPT) product disc in Additional Files…TAPI Fax Handlers. These handlers send the
outbound fax request via the TCP\IP tools to the external fax server, which sends the
fax.
For more information, see the Cisco TAPI Application Note.

Install fax components on client workstations

This section describes the Interaction Fax components that can be installed on client
and administrator workstations.

IC User Applications install

When you run the IC User Applications install on client workstations, Interaction Fax
is selected by default in the Custom Setup screen. (See Chapter 13: “Client
Workstation Installations.”).
138 Fax component descriptions

The following fax components are installed on the client workstation:

• Fax printer driver
• Interaction Fax (included Interaction Fax Monitor)
For more information, see “Fax component descriptions.”
Users receive faxes in their e-mail inbox and double-click on the fax document to
launch Interaction Fax.
Notes
• In order for users to be able to send and receive faxes and use Interaction Fax
capabilities, the Fax server must be installed and configured on the IC Server, as
described in “Install and configure fax on the IC Server” in this chapter.
• A new Interaction Fax print driver is automatically installed on the IC Server and
32-bit client workstations running IC User Applications when IC 3.0 SU 11 is
applied. A separate install is available to install the new Interaction Fax printer
driver on 64-bit workstations. See Chapter 13: “Client Workstation Installations”
for instructions.

IC Business Manager Applications install

When you run the IC Business Manager Applications install on administrator or
manager workstations, Fax Cover Page Editor is selected by default in the Custom
Setup screen. (See Chapter 13: “Client Workstation Installations.”)
For more information, see “Fax component descriptions.”

Fax component descriptions

This section describes the fax components installed on the IC Server and/or client
workstations.

Fax Server
Installed on the IC Server, the Fax server component sends and receives faxes.

Fax Printer Driver

Installed on the IC Server and client workstation, the fax printer driver renders fax
cover pages on the IC Server. On the client workstation, it allows faxing of any
document that can be printed.
Starting with IC 3.0 SU 11, a new Interaction Fax print driver included in IC User
Applications supports landscape printing and several other enhancements including
handling various paper sizes. For information on configuring landscape printing and
other enhancements, see Interaction Fax online help.
Chapter 9: Fax Support 139

The new Interaction Fax print driver also supports faxing on 64-bit machines. A new
install (InteractionFax64bit_SU11.msi) is available in IC 3.0 SU 11 to provide this
functionality on 64-bit machines. See Chapter 13:”Client Workstation Installations” for
instructions.

Interaction Fax
Interaction Fax is a stand-alone, desktop application for managing faxes. Faxes are
delivered to users via Microsoft Outlook, Lotus Notes, or Novell GroupWise e-mail.
Installed on the IC Server and on client workstations (with IC User Applications
installed), Interaction Fax is launched once a document has been rendered to the fax
printer driver. Users can view incoming faxes (I3F files) and specify envelope
information to send a fax. On the IC Server, Interaction Fax is useful for debugging.
Interaction Fax is available from Start…Programs…Interactive Intelligence. On client
workstations, it is also available as a shortcut on the desktop.

Interaction Fax
Included with Interaction Fax is Interaction Fax Monitor, which monitors the queue
and transmission status of each fax. The Interaction Fax Monitor icon appears in the
system tray, just like the Windows print monitor.
140 Fax component descriptions

Fax Cover Page Editor

Installed on administrator or manager workstations with IC Business User Applications
installed, the Fax Cover Page Editor enables the administrator to design fax cover
pages with common plug-in locations for name, phone, comment, etc. The
administrator can also edit standard templates available to users.
Fax Cover Page Editor is available from Start…Programs…Interactive Intelligence and
also as a shortcut on the desktop.

Fax Cover Page Editor

Chapter 9: Fax Support 141

Install Interaction
Center
In this section
• Chapter 10: IC Server Installation
• Chapter 11: IC Setup Assistant
Chapter 10: IC Server Installation 143

Chapter 10: IC Server Installation

To ensure a smooth IC Server installation, an interactive “Task List” for new
installations is provided on the IC 3.0 SU 10 (NPT) product disc. This chapter walks
you through the New Installation Task List and provides related IC Server installation
information.
In this chapter
• What is new on the IC 3.0 SU 10 (NPT) product disc?
• New Installation Task List
• Step 1: Verify IC Server prerequisites
• Step 2: Telephony Drivers
• Step 3: IC Server install
• Step 4: IC Documentation Library install
• Step 5: Language Pack install
• Step 6: Interactive Update Provider install
• Step 7: Verify Service Update applied
• Step 8: IC Setup Assistant
• Refresh installation
• Apply SU 10 (NPT) to an existing IC 3.0 installation
Note: For information on IC 2.x to 3.0 upgrade installations, see the IC Upgrade
Guide in the Installation and Configuration section of the IC Documentation Library.

What is new on the IC 3.0 SU 10 (NPT) product disc?

The IC 3.0 SU 10 release is the "New Patch Target" (NPT) — the new reference
point from which future SU's will be based. See “IC 3.0 Service Update 10 (New Patch
Target)” and “Interactive Update 1.0” in Chapter 2: “Getting Started” in this guide for
a summary description.
An IC 3.0 SU 10 (NPT) DVD replaces the IC 3.0 GA DVD. See “Update Your
Installation Media” in Chapter 3: “IC Server” in this guide for information how to
obtain the IC 3.0 SU 10 (NPT) DVD and how to update your installation media for the
new DVD.
The IC 3.0 SU 10 (NPT) DVD contains the following changes from the IC 3.0 GA
DVD:
• A new “autorun” interface.
144 New Installation Task List

• Updated New and Upgrade Installation Task Lists.

• New (SU 10 (NPT)) versions of installs, including installs introduced in IC 3.0 SU 1
through 9, formerly available only from the Support site.
• Interactive Update Provider and Interactive Update Client installs are included as
separate installs on the DVD. The Interactive Update Provider install is a step in
the New and Upgrade Installation Task Lists. The Interactive Update Client install
is available on the autorun interface to install with workstation and optional server
installs.
• An \SUFiles directory for storing the latest (IC 3.0 SU11 and later files). The New
and Upgrade Installation Task Lists will dynamically detect the presence of certain
files in this directory, and present additional options for applying SU’s during the
installation/upgrade process.
• When you click on a reference document linked in the New and Upgrade
Installation Task Lists, the Task Lists will dynamically detect if the server has an
Internet connection, and if it does, link to the most recent version of the document
in the IC 3.0 Documentation Library on the Interactive Intelligence Support site.
• For existing IC 3.0 installations that do not use Interactive Update to update the
IC Server, an option is available on the autorun interface to run SUInstall.exe to
apply IC 3.0 SU10 (NPT) to an existing IC Server. SUInstall.exe is a new tool that
simplifies and automates many aspects of the manual install process. See “Apply
SU 10 (NPT) to an existing IC 3.0 installation” in this chapter for more information.
• The GetHostID utility, needed to generate the CIC 3.0 license, is now available in
the New and Upgrade Installation Task Lists, as well as on the autorun interface.

New Installation Task List

The New Installation Task List for performing new IC Server installations is
available from the IC 3.0 SU 10 (NPT) product disc interface. Using the Task List
ensures that you perform the IC Server installation in the proper order, using the
correct files, and taking the necessary considerations into account.

1. If you are installing directly from the product DVD, insert it in the IC Server to
launch the IC 3.0 SU 10 (NPT) DVD interface.
If you are performing the installation using a USB key as described in Chapter 3,
run autorun.exe from the root directory.
The IC Server Installation screen appears. Click New Installation to launch
the New Installation Task List.
Chapter 10: IC Server Installation 145

IC 3.0 SU 10 (NPT) product disc – New Installation

Note: If Adobe Reader is not installed, a message notifies you that Adobe Reader
must be installed in order to view the documents referenced in the Task List. You
can download the latest version of Adobe Reader from the Adobe Web site at
http://www.adobe.com/products/acrobat/.

2. Review and follow the steps in the New Installation Task List.
146 New Installation Task List

New Installation Task List

Notes
• When you have completed a step, click the checkbox in the Completed
column to proceed to the next step.
• If needed, refer to the documents listed in the Reference column for each
step. When you click on a reference document, the New Installation Task List
will dynamically detect if the server has an Internet connection, and if it does,
link to the most recent version of the document in the IC 3.0 Documentation
Library in the Interactive Intelligence Support site.
• Some steps may require that you reboot the IC Server before continuing to
the next step. The New Installation Task List will re-launch after each reboot
so that you can continue with the installation. Your place in the Task List will
be retained.
• The New Installation Task List will automatically close after you launch IC
Setup Assistant (the final step).
Chapter 10: IC Server Installation 147

• If you need to exit the New Installation Task List before you have completed
the installation, click the Close button at the bottom of the Task List.
• The Upgrade Installation Task List functions similarly to the New Installation
Task List. For details on upgrade installations, see the IC Upgrade Guide,
available in the Installation and Configuration section of the IC
Documentation Library.

Step 1: Verify IC Server prerequisites

Step 1 asks you to verify that you have met all the prerequisites and fulfilled all
necessary pre-installation procedures for the IC Server, described in Chapter 3 of this
guide. If you have not done so, some of the install programs in the Task List may
prevent you from continuing until you perform the necessary procedure.

Step 1 in the New Installation Task List

Notes
• If your telephony platform is Dialogic HMP or AudioCodes, we recommend that you
change a setting in the Control Panel to allow all unsigned drivers to be installed.
See “Telephony driver security settings” in Chapter 3: “IC Server” for instructions.
• One of the IC Server prerequisites is to obtain and generate the CIC 3.0 license.
You run the GetHostID utility from here to obtain the IC Server Host ID, which is
needed to generate the license.
• Close any other applications and turn off virus scanning before proceeding to the
next step.
• When you have verified the prerequisites, click the checkbox in the Completed
column of the New Installation Task List to proceed to the next step.
148 Step 2: Telephony drivers

Step 2: Telephony drivers

Interactive Intelligence has packaged the third party telephony software installs for
ease of installation and to ensure that all the necessary components for use with IC
are installed.
Telephony software versions used with IC are subject to change on an ongoing basis.
The version number for each telephony software install included on the IC 3.0 SU 10
(NPT) product disc is indicated in brackets. Check the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx for
the latest supported versions. Instructions are provided on the Support Web site to aid
you in keeping your IC 3.0 installation media current with the latest telephony
software version.

Notes
• In previous releases, Dialogic HMP and AudioCodes software were automatically
installed during the IC Server installation. In IC 3.0, you must install them
separately.
• IC 3.0 enables you to dynamically update your IC 3.0 installation media for the
latest telephony software, when using a USB key for installations. For more
information, see the Interactive Intelligence Support Web site at
https://my.inin.com/support/products/ic30/Pages/Update-Your-IC30-Installation-
Media.aspx.
• If Dialogic Boards is your telephony platform, download and install the latest
Dialogic SR 6.0 SU from the Interactive Intelligence Support site at
https://my.inin.com/support/products/dialogic-hardware/Pages/Dialogic-Board-
based-SR60.aspx .
• If TAPI is your telephony platform, check the TAPI requirements on the Support
Web site or in the Cisco TAPI Application Note.
• Review the appropriate telephony application note for any additional instructions.
In some cases additional configuration is needed after the IC installation.

Step 2 in the New Installation Task List

Chapter 10: IC Server Installation 149

This section describes how to install the Dialogic HMP, Aculab, and AudioCodes
software.

Install the Dialogic HMP software

1. Click Dialogic HMP to launch the Dialogic HMP install.
A status bar indicates progress of the installation.

Dialogic HMP software installation progress notice

2. When the installation program notifies that the Dialogic HMP software was
installed, click OK to reboot the system.

Dialogic HMP software installation completed

The New Installation Task List will re-launch after the reboot so that you can
continue with the installation. Your place in the Task List will be retained.

3. Click the checkbox in the Completed column of the New Installation Task List to
proceed to the next step.

Install the Aculab software

1. Click Aculab to launch the Aculab software install.

2. Press Next to proceed past the Welcome screen.

150 Step 2: Telephony drivers

Welcome screen

3. In the Custom Setup screen, select Next to install the Aculab software on the IC
Server in the specified location.

Custom Setup screen

Chapter 10: IC Server Installation 151

4. When you are ready to begin the installation, click Install.

Ready to Install Aculab Installer screen

As the installation continues, a status bar indicates the progress.

5. When the Completed screen appears, click Finish.

Installation Complete screen

152 Step 3: IC Server install

6. Click the checkbox in the Completed column of the New Installation Task List to
proceed to the next step.

Install the AudioCodes software

1. Click AudioCodes to launch the AudioCodes software install. This install proceeds
similarly to the Aculab install (above).

2. Press Next to proceed past the Welcome screen.

3. In the Custom Setup screen, select Next to install the Aculab software on the IC
Server in the specified location.

4. When you are ready to begin the installation, click Install. As the installation
continues, a status bar indicates the progress.

5. When the Completed screen appears, click Finish.

6. Click the checkbox in the Completed column of the New Installation Task List to
proceed to the next step.

Step 3: IC Server install

The IC Server installation program installs the Interaction Center software. You must
be logged in as a user with administrator privileges on the IC Server in order to run
the IC Server install.

Step 3 in the New Installation Task List

IC Server Install

1. Click IC 3.0 Server with SU10 to launch the IC Server install.

2. Press Next to proceed past the Welcome screen.

Chapter 10: IC Server Installation 153

Welcome screen

3. In the Telephony Platform screen, select the appropriate telephony platform

installed on this system, and click Next.

Telephony Platform screen

154 Step 3: IC Server install

The fax platform configuration is determined by the telephony platform selection.

4. The Domain User Validation screen is pre-populated with account information

for the logged-on user with administrator privileges on the IC Server. Enter the
password associated with this account, and click Next.
Administrative rights on the local machine are necessary for installing the software
and other components that IC uses. IC Setup Assistant will use this account to
start IC Services.

Domain User Validation screen

User
In most cases, the user is the IC administrator account (Windows 2003 domain
user account created specifically for the IC administrator, with administrator
privileges on the IC Server). If the network has an e-mail server, the IC
administrator account should also have an e-mail profile for the mail client
installed on the IC Server (e.g., Microsoft Outlook or Lotus Notes). See Chapter 3:
“IC Server” for instructions on creating the IC administrator account.
If the IC Server is not connected to the network at this time, the user is the
currently logged-on user with administrative privileges on the IC Server. If this is
the case, when you run IC Setup Assistant, you have the opportunity to change
the administrator account. IC Setup Assistant configures the IC Services to start
by using this account, and automatically starts IC subsystems.

Password
Chapter 10: IC Server Installation 155

We recommend that you do not use a blank password.

Domain
In most cases, the name in this field is the network domain that the IC Server is in
— the same domain as the e-mail server, if there is one on the network.
If the IC Server is not connected to the network at this time, the name in this field
is the IC Server name.

5. In the IC Server Destination Folders screen, specify the target drives for the
following IC Server directories or keep the default directories, and click Next.

IC Server Destination Folders screen

Directory Description

Install Directory All IC Server files will be installed in this directory.

Recordings Directory Directory that will contain recorded calls.

Trace Logs Directory Directory that will contain trace logs used for debugging.
It will grow quickly, so make sure that there is enough
available space. We recommend that you place it in its own
partition.
The IC Server install uses this directory to create a directory at
the same level for database logging data.
156 Step 3: IC Server install

Notes
• Typically, the default drive for the IC Server is D:\. You may select another
drive, however, do not select the same drive as your operating system,
usually C:\. Interactive Intelligence does not support installing the IC Server
directories on the operating system drive.
• Specify a separate drive for the Trace Logs Directory.
• You may specify different drives for the more heavily used directories, if
desired. The total minimum free space required is 1GB.
• You may change the directory name, but not the paths.
• You may wish to review Chapter 3: “IC Server” for additional information
about drive partitioning.

6. When you are ready to begin the installation, select Install.

Ready to Install Interaction Center Server screen

As the installation continues, a status bar indicates the progress.
Chapter 10: IC Server Installation 157

Installing Interaction Center Server screen

7. When the Completed screen appears, click Finish to complete the IC Server
installation. Upon completion of the IC Server installation, IC Services are set to
manual.
Note: If you are prompted to reboot after the IC Server install completes, do so
now. The New Installation Task List will re-launch after the reboot so that you can
continue with the installation. Your place in the Task List will be retained.
158 Step 4: IC Documentation Library install

Installation Completed screen

8. Click the checkbox in the Completed column of the New Installation Task List to
proceed to the next step.

Step 4: IC Documentation Library install

The IC Documentation Library contains all available IC help systems, installation and
configuration guides, technical reference documents, and quick reference materials in
a single searchable unit. In previous releases, the IC Documentation Library was
automatically installed during the IC Server installation. In IC 3.0, you must install it
separately.

Step 4 in the New Installation Task List

IC Documentation Library Install

1. Click IC 3.0 Documentation Library to launch the IC Documentation Library install.

2. Press Next to proceed past the Welcome screen.

Chapter 10: IC Server Installation 159

Welcome screen

3. In the Custom Setup screen, select Next to install the IC Documentation Library
on the IC Server in the specified location.

Custom Setup screen

160 Step 4: IC Documentation Library install

4. When you are ready to begin the installation, click Install.

Ready to Install IC Documentation Library screen

As the installation continues, a status bar indicates the progress.

Installing IC Documentation Library screen

Chapter 10: IC Server Installation 161

5. When the Completed screen appears, click Finish.

Installation Complete screen

6. Click the checkbox in the Completed column of the New Installation Task List to
proceed to the next step.

Step 5: Language Pack install

Note: If you don’t plan to localize IC, click the checkbox in the Completed column of
the New Installation Task List and proceed to the next step.

IC 3.0 SU 10 (NPT) Language Pack and Prompt Pack CD’s

IC 3.0 SU 10 (NPT) Language and Prompt Pack CD's containing re-issued Language
and Prompt Pack server installs replace the IC 3.0 GA Language and Prompt
Pack CD's. The part numbers of the CD’s remain the same. See the IC 3.0 Localization
Support Web site at
https://my.inin.com/support/products/ic30/Pages/Localization.aspx for supported
languages, their current availability, and scope of localization for each language.
To obtain the IC 3.0 SU 10 (NPT) Language and/or Prompt Pack CD('s), do one of the
following:
• Order the appropriate Language and/or Prompt Pack CD's through Interactive
Intelligence sales channels.
162 Step 6: Interactive Update Provider Install

• Contact Interactive Intelligence Support to obtain ftp information on downloading

the appropriate Language and/or Prompt Pack CD’s.

Language/Prompt Pack install

Step 5 in the New Installation Task List

If you have the Language Pack and/or Prompt Pack CD available, we recommend that
you install the Language Pack install now, as part of the IC upgrade installation
procedure:

1. (Recommended) Download the Language and/or Prompt Pack installs (.msi) to the
\LanguagePacks directory on your IC 3.0 installation media as described on the
Interactive Intelligence Support site at
https://my.inin.com/support/products/ic30/Pages/Update-Your-IC30-Installation-
Media.aspx. If the task list detects the installs in the \LanguagePacks directory,
step 5 will include the following update, for example:

Additional text if Task List detects installs in the \LanguagePacks directory

2. See the accompanying Language Pack or Prompt Pack installation guide for
requirements and installation instructions.

3. When you have completed the Language Pack or Prompt Pack installation, click the
checkbox in the Completed column of the Upgrade Installation Task List to
proceed to the next step.

Step 6: Interactive Update Provider Install

Released in conjunction with IC 3.0 SU 10 (NPT), Interactive Update becomes
a separate product with its own major release and SU release cycles. Interactive
Update 1.0 is the current release version.
• In IC 3.0 GA, Interactive Update Provider and Interactive Update Client were
included in the IC Server installs, and Interactive Update Client was included in
workstation application and all other IC product or component installs.
Chapter 10: IC Server Installation 163

• Since the IC 3.0 SU 10 (NPT) release, the new Interactive Update product consists
of separate Interactive Update Provider and Interactive Update Client installs.
• The Interactive Update Provider install must be installed on the IC Server. It
installs the Interactive Update Provider service and the Interactive Update Client
service on the IC Server.
• The Interactive Update Client install must be run separately on all workstations
and other devices on the network that receive updates. It installs the Interactive
Update Client service on these machines.
For more information see:
• The Interactive Update 1.0 Support site at
https://my.inin.com/support/products/IUpdate10/Pages/default.aspx.

Interactive Update Provider Install

Step 6 in the New Installation Task List

1. Click Interactive Update Provider to launch the Interactive Update Provider install.

2. Press Next to proceed past the Welcome screen.

164 Step 6: Interactive Update Provider Install

Welcome screen

3. Press Next to accept the default Destination Folder screen, the same directory
as the IC Server installation.

Destination Folder
The install will create a subdirectory for Interaction Update Provider.
Chapter 10: IC Server Installation 165

4. When you are ready to begin the installation, click Install.

Ready to Interactive Update Provider Library screen

As the installation continues, a status bar indicates the progress.

Installing Interactive Update Provider screen

166 Step 6: Interactive Update Provider Install

5. When the Completed screen appears, click Finish.

Installation Complete screen

Note: If you are prompted to reboot after the Interactive Update Provider install
completes, please wait until you have completed the following steps in which
Interactive Update Client service verifies the CIC 3.0 license and attempts to check
for Service Updates.

6. After a few seconds, the Interactive Update Client service checks for an IC
Server license file, and displays a notice near the task tray in the bottom right
corner of your desk top.

Interactive Update notice: License file not specified

Click on the notice to open the IC Server License Verification screen.

7. Browse to the location of the CIC 3.0 license and click OK.
Chapter 10: IC Server Installation 167

IC Server License Verification screen

License verification enables the site to receive updates from Interactive Provider.

8. The Interactive Update Client service attempts to connect via the Internet
to find updates any installed Interactive Intelligence products or components,
such as the IC Server, IC Documentation Library, and Language and/or Prompt
Packs. It displays one of the following notices:
• "Your Interactive Intelligence software is currently up to date."
This indicates that a valid connection was made, and no updates were
available. If this notice displays, proceed to the next step.
• "An Interactive Intelligence software update is ready to be installed.
Please click here to begin."
This indicates that a valid connection was made, and updates are available. If
this message displays, click on the notice to open a wizard that will walk you
through the process of downloading and applying the updates. A reboot may
be required. Make sure all updates have been downloaded an applied before
proceeding to the next step.
• "The update provider (updates.inin.com) could not be contacted.
Please check the Interactive Intelligence support site for updates."
This indicates that the service was unable to reach the server mentioned in
the message. In this situation, it probably means your IC Server does not
have Internet connectivity. If this message displays, proceed to the next step
to manually download and apply any available service updates from the
Interactive Intelligence Support site.
168 Step 7: Verify Service Update Applied

9. If you were prompted to reboot immediately following the Interactive Update

Provider installation, do so now. The New Installation Task List will re-launch so
that you can continue with the installation. Your place in the Task List will be
retained.

10. Click the checkbox in the Completed column of the New Installation Task List to
proceed to the next step.

Step 7: Verify Service Update Applied

The IC Server must be updated with the newest available Service Update at this point
in the New Installation Task List. Typically, a Service Update installation requires a
reboot.

Step 7 in the New Installation Task List

Verify that Service Updates were installed with Interactive Update

If your server has Internet access, Interactive Update Client service should have
already checked for Service Updates in the previous step.
If updates were available, make sure you have completed the process of downloading
and applying the Service Updates before proceeding to the next step.
Check for an Interactive Update icon in the Windows taskbar ( ) in the lower right
hand corner of the desktop. If this icon appears, updates are ready to be installed.
Click the icon to launch the Interaction Update Client wizard and download and install
the updates.
Please review the information about Service Updates and Interactive Update, on the
Support Web site at https://my.inin.com/support/products/ic30/Pages/Service-
Updates.aspx.
Chapter 10: IC Server Installation 169

-OR-

Manually install Service Updates if Interactive Update Provider could not be

contacted
If you do not have Internet access, the newest available Service Updates are available
to download on the Interactive Intelligence Support Web site at
https://my.inin.com/support/products/ic30/Pages/Service-Updates.aspx . Follow any
posted instructions. Instructions are provided on the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Update-Your-IC30-Installation-
Media.aspx to aid you in keeping your IC 3.0 installation media current with the
Service Updates.

Notes
• If the Service Update installation was not successful, contact Interactive
Intelligence.
• We recommend that you reboot following the Service Update installation so that
updates will take effect immediately.
• The New Installation Task List will re-launch after the reboot so that you can
continue with the installation. Your place in the Task List will be retained. Click the
checkbox in the Completed column of the New Installation Task List to proceed to
the next step.

Security-related error message when applying Service Updates

When applying an IC 3.0 Service Update, you may receive the following error
message: “File XXXXXX was rejected by digital signature policy”. The message occurs
when there is not enough contiguous memory in the OS to verify the Service Update.
If you receive this error message, we recommend that you follow the steps to
correct it in the Interactive Intelligence KB article
https://my.inin.com/Support/Pages/KB-Details.aspx?EntryID=Q115618246900041 or
reference Microsoft KB article http://support.microsoft.com/kb/925336.
As a preventative measure, you can perform the steps in the Interactive
Intelligence KB article https://my.inin.com/Support/Pages/KB-
Details.aspx?EntryID=Q115618246900041 to avoid receiving this error in the future.

Step 8: IC Setup Assistant

The final step in the New Installation Task List is to run IC Setup Assistant, a wizard
that configures the IC Server.
170 Step 8: IC Setup Assistant

Step 8 in the New Installation Task List

1. Click Launch IC Setup Assistant.

2. A message appears, noting that you have completed the Task List. Click OK to
close the New Installation Task List and launch IC Setup Assistant.

Completed Task List message

3. The IC Setup Assistant Welcome screen appears.

IC Setup Assistant Welcome screen

See Chapter 11: “IC Setup Assistant” for detailed instructions on filling out the IC
Setup Assistant screens.

4. When IC Setup Assistant completes, you must reboot to start IC Services.

Chapter 10: IC Server Installation 171

Refresh installation
If you experience problems with deleted or corrupted files after the IC installation, we
recommend that you contact Interactive Intelligence Support. They may suggest that
you run a refresh (or “repair”) installation or if necessary, completely re-install IC.
Refresh installations or re-installations are run from IC Server
Installation…Refresh IC 3.0 Installation on the IC 3.0 SU 10 (NPT) product disc
interface. Clicking Refresh Installation launches the IC Server install.

IC 3.0 SU 10 (NPT) product disc – Refresh Installation

The Change, repair, or remove installation screen shows the available options.
172 Apply SU10 (NPT) to an existing IC 3.0 installation

Repair and Remove installation options

Repair
A repair install fixes deleted or corrupted files, shortcuts, and registry entries. It “re-
runs” the IC Server install (minus the Telephony Platform screen) plus any updates.
However, it is not guaranteed to put the IC system back in a completely clean state.

Remove
If the IC system must be put back to a clean state, remove IC with this option and run
a new IC Server installation.

Note: The Change option is disabled because the IC Server install does not contain
any optional features that can be added or removed.

Apply SU10 (NPT) to an existing IC 3.0 installation

This option is for existing IC 3.0 installations only. Do not use for a new IC 3.0
installations or IC 2.x to 3.0 upgrade installations.
Chapter 10: IC Server Installation 173

IC 3.0 SU 10 (NPT) product disc – Apply SU 10 (NPT) to an existing IC 3.0 installation

The recommended method for applying IC 3.0 SU 10 (NPT) to existing IC 3.0
installations is:
• If you use Interactive Update to update the IC Server, the IC 3.0 SU 10 (NPT) can
be applied using the same procedures you’ve followed for previous IC 3.0 SU’s.
• If you choose to manually download and apply updates to the IC Server, use your
newly rebuilt installation media based on the IC 3.0 SU 10 (NPT) DVD to apply IC
3.0 SU10 (NPT). Click Apply SU10 (NPT) to an existing IC 3.0 installation to
launch SUInstall.exe.
For more information, see the Service Update pages on the IC 3.0 Support site at
https://my.inin.com/support/products/ic30/Pages/default.aspx.
Chapter 11: IC Setup Assistant 175

Chapter 11: IC Setup Assistant

IC Setup Assistant is a wizard that configures the IC Server. Running IC Setup
Assistant is the final step in the New Installation Task List, as well as the Upgrade
Installation Task List, as described in Chapter 10: “IC Server Installation.” This
chapter discusses IC Setup Assistant as part of a new installation.
IC Setup Assistant configures IC Server components such as IC administrator and
network information, dial plan, database, Switchover, Multi-Site RTM, TFTP server,
Interaction Recorder, Speech Recognition, mail provider, Log Retrieval Assistant, SIP
lines and default registration group (for managed IP phones), Dialogic HMP license,
telephony board and resource detection, stations, users, workgroups, roles, group call
processing, and DCOM security.
When IC Setup Assistant completes, you have a functional IC system with out-of-the-
box features.
In this chapter
• Prepare for IC Setup Assistant
• Run IC Setup Assistant
• Re-run IC Setup Assistant
• \I3\IC directory paths and shares
Note: For information on IC Setup Assistant in upgrade installations, see the IC
Upgrade Guide in the Installation and Configuration section of the IC Documentation
Library.

Prepare for IC Setup Assistant

Interactive Intelligence recommends that you perform the following IC Setup Assistant
preparations before running IC Setup Assistant as part of a new installation. This
preparation work helps to ensure an efficient and successful IC Server configuration.

Service Updates
The IC Server should be updated to the most recent Service Update (SU) before you
run IC Setup Assistant. You can do this by one of two methods:
• If your server has Internet access, the Interactive Update Client service may have
already checked for Service Updates, and if available, downloaded and applied
them.
• Manually download and apply the most recent Service Update from the Support
Web site. Follow any posted instructions.
176 Prepare for IC Setup Assistant

IC 3.0 license file

If you have not done so yet, obtain and generate the IC 3.0 license file, and download
it to the IC Server or other location, as described in Chapter 3: “IC Server” in this
guide.

(Optional) IC Survey file

If a reseller or someone else filled out a Pre-Install survey to compile the installation
and configuration information needed for IC Setup Assistant in advance, download the
resulting IC Survey file to the IC Server, as described in Chapter 3: “IC Server” in this
guide.
Review the IC Survey file and verify the information. You may need to consult with the
network administrator, e-mail administrator, database administrator, IC system
administrator, and other people at the customer site.

(Optional) Dial plan

IC supports two dial plans:
• The regional dial plan, enhanced for SIP, was introduced in IC 2.4. The regional
dial plan has an .i3dplan extension. For more information, see IC Regionalization
and Dial Plan in the Technical Reference Documents section of the IC
Documentation Library.
• The old dial plan used in pre-IC 2.4 releases. The old dial plan has an .i3pnum
extension. For more information, see IC Dial Plan in the Technical Reference
Documents section of the IC Documentation Library.
Resellers may wish to use an existing dial plan. If so, download the dial plan to the IC
Server prior to running IC Setup Assistant.
If you wish to import an pre-IC 2.4 dial plan with an .i3pnum extension, you may do
so. However, you will not gain the benefits of the regional dial plan.

(Optional) CSV SIP Station list

If your IC license includes the SIP or Dialogic HMP feature, you can create “non-
managed” SIP stations by importing a CSV list containing SIP station information in
Add Stations Assistant within IC Setup Assistant. Examples of "non-managed" SIP
stations are IP phones other than Polycom such as Astra or Cisco (although Polycom
phones can be non-managed if preferred), stand-alone fax machines, and remote
stations.
Note: If you plan to implement managed IP phones, note please note that you will
import a different CSV list in Managed IP Phone Assistant in Interaction Administrator
post-installation to create managed IP phones and associated SIP stations.
Chapter 11: IC Setup Assistant 177

A sample CSV SIP station list is included on the IC product disc in Additional Files…CSV
Lists. See Importing CSV Lists in IC in the Technical Reference Documents section of
the IC Documentation Library for instructions on how to create a CSV SIP station list.
Download the CSV SIP station list to the IC Server.

(Optional) CSV user list

If you wish, you can create a CSV user list prior to running IC Setup Assistant. When
you run IC Setup Assistant, you can choose to import users from the CSV user list. If
you plan to do this, be sure to have that list ready for import. You will have a chance
after importing the list into IC Setup Assistant to modify user attributes before those
users are created on the IC Server.
A sample CSV user list is included on the IC product disc in Additional Files…CSV Lists.
See Importing CSV Lists in IC in the Technical Reference Documents section of the IC
Documentation Library for instructions on how to create a CSV user list.
Download the CSV user list to the IC Server.

Install and configure optional servers

Make sure you have installed and configured any optional servers you plan to use,
including:
• Interaction Recorder server (add-on license required)
• Speech Recognition engine (add-on license required)
IC Setup Assistant will prompt you for information about these servers.

Run IC Setup Assistant

This section describes the IC Setup Assistant screens for an IC system with the
following components as part of a new installation:
• SQL Server database
• Microsoft Exchange e-mail server
• Dialogic HMP
For more information on each screen presented here, click Help (?) in the upper right
hand corner of the screen. Other components not presented in this IC Setup Assistant
run-through, for example, Novell GroupWise or Aculab, may be covered in other IC 3.0
technical reference documents.
Note: If you have to exit IC Setup Assistant before completing all the screens and/or
committing your choices, everything you have entered so far is saved automatically to
your IC Survey file.
178 Run IC Setup Assistant

Run IC Setup Assistant

If you have not already done so, log on as the IC administrator account. The IC
administrator user account should have local administrator privileges on the IC Server
as described in Chapter 3: “IC Server” in this guide.
IC Setup Assistant is the last step in the New Installation Task List run from the IC 3.0
product disc.

Launch IC Setup Assistant from the New Installation Task List on the IC product disc

The Welcome screen appears.

IC Setup Assistant Welcome screen

If the Interactive Update Client service has already downloaded and applied the
most recent Service Update, click the checkbox.
If you have not yet downloaded and applied the most recent Service Update (SU),
please do so now before continuing with IC Setup Assistant. Service Updates are
available from the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Service-Updates.aspx. Follow any
posted instructions.
Chapter 11: IC Setup Assistant 179

Click the checkbox to confirm the newest SU has been installed

Click Next.

Load IC Survey file

IC Setup Assistant stores all configuration information in an IC Survey file. If you need
to re-install the IC Server, an existing IC Survey file can be used to ensure the server
is configured exactly as it was initially installed. For more information, see Chapter 3:
“IC Server” or click Help (?).
180 Run IC Setup Assistant

Load IC Survey File screen

IC Survey File
The directory location of the IC Survey file appears here once you have either created
it or loaded it.

Create Survey
Select this option if you do not have an IC Survey file. IC Setup Assistant will create
one with the default name New Survey.ICSurvey and save it locally on the IC Server
in the default \I3\IC\Manifest directory. We recommend that you use the default name
unless that file already exists.

Load Survey
Loads an IC Survey file generated before starting IC Setup Assistant. As you walk
through IC Setup Assistant, it will read the IC Survey file, and pre-fill many screens
with the appropriate configuration information.

Confirm IC Administrator account

IC Setup Assistant has detected that you are logged on as the noted local
administrator account. The IC administrator user account should have administrator
privileges on the IC Server.
Chapter 11: IC Setup Assistant 181

IC Setup Assistant uses this account to configure the Interaction Center services to
start automatically on reboot, and also to set DCOM processes for other servers
connecting to this IC Server.

Confirm IC Administrator Account Screen

Use this account for the IC Administrator Account (default)

Select this option to confirm that the currently logged-in administrator account is the
IC administrator account. (It is possible that there are other administrative accounts
on this IC Server.)

Enter Password
Type the password associated with the currently logged-in administrator account.

Exit IC Setup Assistant so I can log in as a different local administrator user

Select this option to log in as a different administrator account. IC Setup Assistant will
end. You must then log in with this account and restart IC Setup Assistant.

Confirm the domain

Verify that the IC Server is connected to the noted domain.
182 Run IC Setup Assistant

Confirm the Domain screen

Install IC for the <domain name> domain

Select this option to run IC Setup Assistant on the currently connected domain.
Exit IC Setup Assistant so I can move this machine into a different domain.
Select this option if you want the IC Server connected to a different domain. IC Setup
Assistant will end. You must then connect this server to that domain and restart IC
Setup Assistant.

License file
IC Setup Assistant requires a valid CIC 3.0 license file. If you have not done so yet,
obtain and generate the license file, and download it to the IC Server or other location,
as described in Chapter 3: “IC Server” in this guide.
Chapter 11: IC Setup Assistant 183

Select the Location of the License File screen

License File
By default, IC Setup Assistant looks in the \I3\IC directory for your IC 3.0 license file.
If your license file is not located in this directory, browse to the appropriate directory.
The license file is hostid.i3lic.

Host ID
IC Setup Assistant locates the IC Server’s unique Host ID to be used by IC's license
management. In previous releases, MAC Address was used. Like the MAC Address, the
Host ID is tied to the NIC (ethernet) card. (You may have used the GetHostID utility
available from the New Installation Task List or on the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Utilities-Downloads.aspx to
generate the Host ID for your license.)
If there are redundant or multiple NICs, you are presented with a list of multiple
Host ID's. Please note that the Host ID used for the IC license will correspond to one
specific NIC. The simplest way to determine which NIC corresponds to the IC license is
to match the last six characters of the Host ID to the MAC address.
Important: Make sure that the NIC that corresponds to the IC license is always active
and available. If you disable or otherwise uninstall it, IC will no longer function
correctly. It will run as if the server is unlicensed.
Once a valid license file has been loaded, “Customer Interaction Center” appears in
the Product field.
184 Run IC Setup Assistant

Valid product license loaded

Select License Details… to view a list of the Server, Basic Station, and Access license
titles, allowed seats per license, and feature licenses.

Select the dial plan

An IC dial plan contains information to determine which telephone calls are
extensions, local calls, and long-distance calls. IC matches each kind of phone number
with the appropriate user, workgroup, role, or station dialing privileges.
Specify how you want to create your dial plan.
Important: We highly recommend that you either create a dial plan in IC Setup
Assistant or import an existing dial plan file now. The procedure is greatly simplified in
either of these methods, compared to creating a dial plan later in Interaction
Administrator.
Chapter 11: IC Setup Assistant 185

Select the Dial Plan screen

Dial Plan File

Select this option to import an existing dial plan file. For example, a reseller may have
created specific complete dial plans for customers in different regions of the country,
county, or city. IC Setup Assistant uses macro substitutions to enable localizers to set
up a dial plan for their locale from the imported dial plan file.
Important: This option is recommended for countries using numbering plans other
than the North American Numbering Plan.
Specify the path to the dial plan file. By default, IC Setup Assistant looks in the
\I3\IC\Manifest directory. If the dial plan file contains macros, a subsequent screen
may prompt to Localize the Dial Plan Import File, providing substitution for macros
if needed. Click Help (?) for information about this screen.
Note: IC 3.0 uses a regional dial plan, enhanced for SIP, with an .i3dplan extension. If
you wish to import an older dial plan with an .i3pnum extension, you may do so.
However, you will not gain the benefits of the regional dial plan. For information about
the new dial plan, see IC Regionalization and Dial Plan in the Technical Reference
Documents section of the IC Documentation Library.
After the new installation is completed, you can modify your dial plan in the Phone
Numbers container in Interaction Administrator.
186 Run IC Setup Assistant

I don't have a dial plan; help me create one

Select this option if you want IC Setup Assistant to create a dial plan for you.
Important: This option is recommended for countries using the North American
Numbering Plan.
You only need to define a few elements — local area codes and exchanges — and IC
Setup Assistant will do the rest to create a North American dial plan.
After the new installation is completed, you can modify your dial plan in the Phone
Numbers container in the Interaction Administrator Phone Numbers container.

I will create a dial plan later in Interaction Administrator

Select this option to skip the dial plan portions of IC Setup Assistant. Post-installation,
you can re-run IC Setup Assistant for the same dial plan creation options. Or you can
create the dial plan in Interaction Administrator. See Interaction Administrator online
help for details.

Enter the local area codes

This screen appears if you selected to create a dial plan. Specify your local area codes
(containing local exchanges).

Enter the Local Area Codes screen

Chapter 11: IC Setup Assistant 187

New Area Code

Type an area code that contains local exchanges, and click Add. The area code is
added to the list of local Area Code List. Repeat for additional local area codes.
Note: After the installation, if a new area code needs to be created or added to the
locality in which the IC Server is installed, add it to the dial plan in the Interaction
Administrator Phone Numbers container.

Enter local exchanges

This screen appears if you selected to create a dial plan. After the local area codes
have been entered, add the local exchanges.
IC will use all area codes in conjunction with all local exchanges to determine which
calls are local to the IC system. Add multiple exchanges by clicking Add and entering
all valid exchanges for the locality in which the IC Server is installed.

Enter Local Exchanges screen

Area Code List

The changes you make to set the number of digits for each area code, and the
exchanges added for each area code are reflected in this list box.
188 Run IC Setup Assistant

Number of digits
For each area code in the Area Code List, define the number of digits (7, 10, or 11)
that are required to make a local call. Highlight an area code, select either 7, 10, or 11
in the Number of digits list box.
The option selected should reflect the needs of an area in which the IC Server is
installed. For examples, click Help (?).
Exchange List
Exchanges for the area in which the IC Server is installed appear in this list. Local
exchanges in the North American Numbering Plan (NANP) are three digit numbers in
the range of 200 to 999. This information may be available in a local phone book or
you can contact your telephone service provider (CO) to request a complete listing of
local exchanges, and possibly a list of exchanges within the area code that are long
distance charges from your site. For examples, click Help (?).
Add: Click Add to add exchanges to the list.
Import…: Click Import to import a text file with local exchanges for that area
code. The exchange values must be separated by commas or spaces.
Remove: Select an existing exchange and click Remove to delete it from the list.

Select a reporting option

Interaction Center provides reporting statistics for calls into and out of the IC system.

Select a Reporting Option screen

Chapter 11: IC Setup Assistant 189

Select how you are going to store reporting data generated by the IC Server.
I'm not going to run reports
If your site does not include a database server, select this option to not collect any
reporting data or any call details.
Store just the call details in a CSV (text) file on this computer
If your site does not include a database server, select this option for IC to send the
call reporting data to a text file in a CSV (comma-separated) text file. You can open it
in a text editor or spreadsheet application such as Microsoft Excel. You can also create
your own applications to view and manipulate this data. This option will require
additional disk space on the IC Server. It is designed for small, low volume systems.
Store all reporting data in a database (SQL Server or Oracle)
Select this option if your site includes a SQL Server or Oracle database server.

Database configuration
Select the database you want to configure.
Configuring a database for use by IC involves two parts: creating or upgrading the
database, and configuring IC to use the database.
Note: Make sure you have fulfilled requirements for the database you select. For
instructions, see Chapter 7: “Database Server” in this guide.

Database Configuration screen

190 Run IC Setup Assistant

I want to skip this step and configure the database later

You can choose to configure the database at a later time by re-running IC Setup
Assistant.
Microsoft SQL Server
Select this option if your site has a SQL Server. For large implementations, we
recommend that you use a dedicated SQL Server computer for IC database
storage.
SQL Server 2005 Express is the free version of SQL Server 2005 requirements. It is
supported for test or development environments only.
Oracle Database
Select this option if your site has an Oracle server. We recommend that you use a
dedicated Oracle server computer for IC database storage.
Note: The Oracle client must be installed on the IC Server. If IC Setup Assistant
detects that is not present, you cannot select the Oracle option. You must exit IC
Setup Assistant, install the Oracle client, and restart IC Setup Assistant.

Select the Microsoft SQL Server

This screen appears if you selected Microsoft SQL Server in the Database
Configuration screen. It specifies the SQL Server database administrator account user
name and password, and other SQL Server-related configuration information.
Note: If you selected an Oracle database, corresponding Oracle-related screens will
follow. Click Help (?) for information.
Chapter 11: IC Setup Assistant 191

Select the Microsoft SQL Server screen

SQL Server
Enter the fully qualified domain name (FQDN) of the SQL Server that will host the IC
database. This machine must actively be running SQL Server and on the network.
Make sure that the address you enter is reachable by client workstations.
For SQL Server Express, specify servername\InstanceName.
Important: The SQL Server must be configured to be case-insensitive. IC cannot log
into a case-sensitive SQL Server or SQL Server instance name. For more information,
contact Support.

Use credentials of the currently logged in user

Select this option if you wish to use Windows Authentication. IC Setup Assistant will
use the currently logged in administrator account (IC administrator account)
credentials to connect to the SQL Server, create or upgrade the IC database, and
create the three standard IC database user accounts.

Use the specified credentials

Select this option if you wish to use the database administrator account or other
account to connect to the SQL Server, create or upgrade the IC database, and create
the three standard IC database user accounts.
192 Run IC Setup Assistant

SQL Administrator Name and Password

The SQL Administrator and Password fields are enabled when the Use the
specified credentials option is selected.
Enter an account with the sysadmin role. In most cases, this is the built-in database
administrator account, sa. However, any account with the sysadmin role can be used.
Note: If the IC database already exists and is up to date, you may enter an IC
database account, for example IC_ReadOnly (one of the standard IC database user
accounts).

ODBC Driver
We recommend that you keep the default setting of "Use the default ODBC driver".
Select Change... to change the ODBC driver only if you have contacted Support first to
verify the driver.
Test
Click Test to verify that the IC Server is able to connect to the database server and
that the administrator name and password are correct. If IC Setup Assistant cannot
verify this information, the problem must be fixed before IC Setup Assistant can
continue.

Configure the IC database name

Select one of the following options for a SQL Server database.
Note: If you are re-running IC Setup Assistant following an IC configuration data
import using the Interaction Migrator utility, the option you choose will be based
on your migration or recovery scenario. For more information, see Interaction Migrator
in the Technical Reference Documents section of the IC Documentation Library.
Chapter 11: IC Setup Assistant 193

Configure the IC Database Name screen

Create a new 3.0 database with the following name

Creates a brand new IC database (one that has no data in it).
The database name field is populated with the database name I3_IC. You can change
the database name, if desired.
Note: If you choose to use a different database name, make sure that it does not
contain hyphens, single quotes, double-quotes, or other illegal character types. Use of
illegal character types may result in database creation errors once Setup Assistant
begins the Commit process.

Use an existing database

Select this option if you wish to use an existing IC database.
A database may already exist and be up to date, if you have multiple IC Servers in
your organization using the same IC database (multiple active IC Servers or one or
more Switchover pairs), and the database was created or upgraded while running IC
Setup Assistant on one of the other IC Servers. Or, you may have already created or
upgraded the IC database prior to running IC Setup Assistant, by manually running
the SQL scripts located on the IC product disc or by running the standalone IC
Database Configuration install also located on the IC product disc.
Note: If you entered an account in the Select the Microsoft SQL Server screen that
is not in the sysadmin role, such as IC_ReadOnly, the only option available is to use
194 Run IC Setup Assistant

an existing database; you cannot choose to create a new database or upgrade an

existing one with his account.

Upgrade existing database

Select this option if the IC database was created in an earlier major release of IC
(2.3.x or 2.4), and needs to be upgraded to IC 3.0.
Important: If you already upgraded the IC database, and you select this option, IC
Setup Assistant requires that you use the Use an existing database option instead.

Configure the SQL database IC accounts

The Interaction Center database has three default accounts with different permission
levels to provide different levels of access to the database. IC Setup Assistant creates
the tables and grants permissions to these standard database user accounts in a new
database and verifies this information for existing databases.

Configure the SQL Database IC Accounts screen

Enter the names and passwords for the following IC accounts.
Note: You must enter a password. IC Setup Assistant does not allow blank passwords
for database user accounts.
The database administrator may have a password policy (for example, at least six
characters long, must start with a number, etc.). Be sure to remember or record in a
safe place the passwords you enter here.
Chapter 11: IC Setup Assistant 195

For SQL Server Express, if a non-complex password is specified for these accounts,
use SQL Server Management Studio Express to disable those users' complex password
settings. For more information, see Using SQL 2005 Standard and SQL 2005 Express
with IC in the Technical Reference Documents section of the IC Documentation
Library.

Administrator Account
IC_Admin is the administrative account that owns all the tables on the database
server. It is not used by IC during normal operations, but can be used to perform
administrative tasks on the database (performance tuning, backups, etc.)

User Account
IC_User is the user account used by IC Server components to read and write to the
database.

Read-Only Account
IC_ReadOnly is the read-only account used by the IC Server and client components to
query the database.

Configure the SQL database files

Specify the directory locations for the Reporting/Recorder/Tracker SQL Server
database data file and log file, and the sizing specifications for each.
As part of the SQL Server database requirements, you should have already performed
your database space planning, as discussed in Chapter 7: “Database Server”. Refer to
that chapter information about filling out this screen.
196 Run IC Setup Assistant

Configure the SQL Database Files screen

Depending on the sizing determinations you made, keep the default values or de-
select Use default values and enter other values. We recommend that only the
database administrator or other experienced user change the default values. Click
Help (?) for more information.
After the screen is completed, IC Setup Assistant starts some essential IC
subsystems.
Chapter 11: IC Setup Assistant 197

Starting IC Subsystems screen

Select IC optional components

The Switchover Service, Multi-Site, and TFTP Server are additional components. They
can be selected in this screen to meet the needs of the particular installation.
Note: Switchover Service and Multi-Site require additional licensing.
198 Run IC Setup Assistant

Select Optional Components screen

Switchover Service
Select this option if the installation requires the Switchover service for failover
support. Additional Switchover screens will follow.

Multi-Site
Select this option if this server will participate in a Interaction Multi-Site configuration.
Additional Multi-Site screens will follow.

TFTP Server
The IC Server install automatically installs the necessary TFTP server component files
and configures the default configuration required for the TFTP server. Setup Assistant
configures enables the TFTP server by changing its Service Startup Type from Manual
to Automatic.
Select this option if you plan to:
• Configure Interaction SIP Station phones. For more information, see “Configure
the TFTP server (Interaction SIP Station phones),” in Chapter 12: “Post-
Installation Configuration” for more information.
• Configure unmanaged Polycom phones
• Perform gateway programming
Chapter 11: IC Setup Assistant 199

Configure Switchover servers

This screen appears if you selected the Switchover Service option on the Select IC
Components screen.
Important: Before continuing, review Automated Switchover System in the Technical
Reference Documents section of the IC Documentation Library for Switchover system
requirements and installation instructions. You will first complete an IC installation on
the server intended to be the initial active server and then repeat the procedure on
the server intended to be the initial backup server.
Configure the role that this IC Server performs for Switchover. In our example,
“ICServer1” is the intended initial active server or “Switchover A”, and “ICServer2” is
the intended initial backup server or “Switchover B”.

Configure Switchover Servers screen

Follow the instructions below to configure the initial active and initial backup servers.

Initial active server configuration

Select the first option when you run Setup Assistant on the initial active server or
“Switchover A” server (in our example, “ICServer1”).
200 Run IC Setup Assistant

For the initial active server, select Switchover A and enter the name of the initial backup server

Switchover A - this server has the lines when the Dataprobe device indicates
state A.
• If your Switchover system has a Dataprobe configuration to control incoming
Telco line resources, analog, digital, and station line resources, and all internal
analog phone lines, these lines are connected to a series of A/B switches, all of
which are controlled by a control card in a Dataprobe chassis. In a Dataprobe
configuration, Switchover A is the server that has the lines when the Dataprobe
device indicates state A, i.e., the server connected to the “A” row on the
Dataprobe device.
• If your Switchover system has a "Pure SIP" (Dialogic HMP) or TAPI
configuration, no Dataprobe device is needed. The software uses a “virtual switch”
to direct IP phones to the backup server when a Switchover occurs. In a "Pure
SIP" or TAPI" configuration, "Switchover A" is the server you have determined will
be the initial active server.

Name of switchover B server

Enter the machine name of the initial backup server or “Switchover B” server. In our
example, this is “ICServer2”.
The backup server name should be different than active server name. Do not enter the
IP address or the fully qualified domain name.
Chapter 11: IC Setup Assistant 201

The entry in this field populates the required “SwitchoverServer B” server parameter
in Interaction Administrator.

Initial backup server configuration

Select the second option when you run Setup Assistant on the initial backup server
or “Switchover B” server (in our example, “ICServer2”).

For the initial backup server, select Switchover B and enter the name of the initial active server

Switchover B - this server has the lines when the Dataprobe device indicates
state B.
• If your Switchover system has a Dataprobe configuration, this is the server that
has the lines when the Dataprobe device indicates state B, i.e., the server
connected to the “B” row on the Dataprobe device.
• If your Switchover system has a "Pure SIP" or TAPI configuration, this is the
server you have determined will be the initial backup server.

Name of switchover A server

Enter the machine name of the initial active server or “Switchover A” server. In our
example, this is “ICServer1”.
The active server name should be different than the backup server name. Do not enter
the IP address or the fully qualified domain name.
202 Run IC Setup Assistant

The entry in this field populates the required “SwitchoverServer A” server parameter
in Interaction Administrator.

Confirm the Switchover server configuration

After running IC Setup Assistant on both the initial active and backup servers (in this
example, “ICServer1” and “ICServer2”), the SwitchoverServer A and B server
parameters would be configured like this:
On ICServer1:
SwitchoverServer A = ICServer1
SwitchoverServer B = ICServer2
On ICServer2:
SwitchoverServer A = ICServer1
SwitchoverServer B = ICServer2
If the SwitchoverServer A and B server parameters are not set correctly, the
Switchover system will get confused about which server is the active server and which
one is the backup server, and IC will not start successfully.

Configure the Switchover Dataprobe device

Note: If Setup Assistant detects that your Switchover system has a “Pure SIP”
(Dialogic HMP) or TAPI configuration, this screen does not appear.
Define the communications used to connect to the Dataprobe device for Dataprobe
configurations. The selections should be the same on the initial active and backup
servers.
Chapter 11: IC Setup Assistant 203

Configure the Switchover Dataprobe device screen

Select the type of control card used in the Dataprobe device chassis — either a serial
port control card or an Ethernet control card. The choices are:
• Serial CP8 (for the Dataprobe K-12 series chassis)
• Serial K16 (for the Dataprobe K-16 series chassis)
• Ethernet EPAL (for the Dataprobe K-12 series chassis)
• Ethernet K16 (for the Dataprobe K-16 series chassis)
The entry in this field populates the required “SwitchType” server parameter in
Interaction Administrator.

The Dataprobe device is connected to a COM port

This option is enabled if you selected a serial port control card — either Serial CP8 or
Serial K16 — in the Dataprobe device type field.

COM Port
Select or enter the COM port that connects this IC Server to the serial port control
card on the Dataprobe device chassis via a serial cable. The default is 1.
The entry in this field populates the “SwitchComPort” server parameter in Interaction
Administrator.
204 Run IC Setup Assistant

The Dataprobe device is connected using IP

This option is enabled if you selected an Ethernet control card — either Ethernet E-PAL
or Ethernet K16 — in the Dataprobe device type field.

IP Address
Select or enter the IP address assigned to the Ethernet control card.
The entry in this field populates the “SwitchAddress” server parameter in Interaction
Administrator.

Configure Multi-Site for this Server

The screen appears if you selected the Multi-Site option on the Select IC Optional
Components screen.
Note: Before you configure Multi-Site RTM for this server, you should have
determined whether a dedicated Multi-Site RTM server is necessary for your
organization, and, if needed, installed on a server on the IC Server network. The Multi-
Site RTM Server install is located on the IC product disc.
For more information on setting up Interaction Multi-Site, see Interaction Center Multi-
Site in the Technical Reference Documents section of the IC Documentation Library.

Configure Multi-Site for this Server screen

Select what needs to be configured on this IC Server.
Chapter 11: IC Setup Assistant 205

Multi-Site RTM Client Only

Select this option to install Multi-Site RTM client on this IC Server. You must have a
dedicated Multi-Site RTM server installed on a server on the IC Server network.

Multi-Site RTM Server and Client

Select this option to install Multi-Site RTM server and Multi-Site RTM client on this IC
Server. Select this option only if your collective will contain 200 hundred users
or less. Note that the role as Multi-Site RTM server consumes a lot of resources on
the IC Server.

Define Multi-Site Parameters

The screen appears if you selected the Multi-Site option on the Select IC Optional
Components screen.
For information on setting up Interaction Multi-Site, see Interaction Center Multi-Site
in the Technical Reference Documents section of the IC Documentation Library.

Define Multi-Site Parameters screen

Multi-Site ID
Enter the unique numeric identifier for this IC Server. Each IC Server should have a
unique Site ID.
206 Run IC Setup Assistant

Password
Enter the Multi-Site password for this IC Server. Passwords are case-sensitive and can
be any length or character.

Confirm
Re-enter the password.

Multi-Site RTM Server

This option is enabled if you selected Multi-Site RTM Client Only in the Configure
Multi-Site for this Server screen.
Type the name of the machine that runs the Multi-Site RTM server that you will be
connecting to. This is the dedicated Multi-Site RTM server, not the IC Server currently
being configured.

Site information
Enter site information that Interaction Tracker and other IC components require.
Interaction Tracker (Server Feature license required) uses the information to create
user Organization and Location records during the IC user import in IC Setup Assistant
or Interaction Administrator. Tracker uses the records to link interactions to IC users.

Site information screen

Chapter 11: IC Setup Assistant 207

Organization Name
Enter the name of your company, for example,"Acme Corporation" or "Acme". The
default is OrganizationName. In a Multi-Site environment, the name should be the
same for each site.
Location Name
(Optional) Enter an identifier for physical location, for example, "Indianapolis" or "HQ"
or "2nd Floor". The location should generally reflect a mailing address. If you
configured for Multi-Site, IC Setup Assistant supplies the Site ID by default, for
example, Location 111. You can change this if it does not suit the location scheme for
your customer site. (Note that Site ID is not related to physical location.)

Change the site name

IC Setup Assistant uses “CustomerSite” as the default site name. A more descriptive
name may be entered if desired.

Change the Site name screen

I want to use CustomerSite as the site name

This is the default option. If this option is selected, the name of the site will appear in
Interaction Administrator as CustomerSite.
I want to use the following name
Select this option to use a different site name and enter the name.
208 Run IC Setup Assistant

Server Group Certificate and Private Key

IC Servers require a Server Group certificate and private key for secure
communications with remote subsystems such as ASR servers and Web servers.
During the IC Server installation, a Server Group certificate authority file and a Server
Group private key file are automatically created in the \I3\IC\Certificates\ServerGroup
directory on the IC Server.
IC Servers in multiple IC Server environments, for example, a Switchover pair, require
identical Server Group certificate and private keys to successfully connect to remote
subsystems. Depending on this IC Server's role in your IC Server environment, an
additional procedure may be necessary to fulfill this requirement.
In this screen, you select the appropriate certificate management options for your IC
Server environment. As an example, this section explains the selections to make for
the initial active and backup servers in a Switchover pair.

Server Group Certificate and Private Key screen

Initial active server configuration

Select the first option if this IC Server is the initial active server. No further
configuration is necessary. Setup Assistant will use the Server Group certificate and
private key that was automatically generated during the IC Server installation.
Chapter 11: IC Setup Assistant 209

Select the first option if this IC Server is the initial active server
Note: If you plan to use a third party certificate authority, do not select this option.
Select the second option instead so that you can securely copy your own Server Group
certificate and private key files to the initial active server.
Click Next to continue on Setup Assistant.

Initial backup server configuration

Select the second option if this IC Server is the initial backup server.
210 Run IC Setup Assistant

Select the second option if this IC Server is the initial backup server
Click Next. You will perform a procedure in the next screen to securely copy the
Server Group certificate and private key from the initial active server to the initial
backup server.
Note: If you plan to use a third party certificate authority, select this option and click
Next. You will perform a procedure in the next screen to securely copy your own
Server Group certificate and private key files to the initial backup server.

For more information

For more information on Configuring Switchover and Server Group certificates and
private keys, see IC Automated Switchover System in the Technical Reference
Documents section of the IC Documentation Library.

Server Group Certificate and Private Key Locations

This screen appears if you selected the second option in the Server Group
Certificate and Private Key screen.
As an example, this section explains the selections to make for the initial backup
server in a Switchover pair.
Chapter 11: IC Setup Assistant 211

Server Group Certificate and Private Key Locations screen

Initial backup server configuration

Follow this procedure to securely copy the Server Group certificate and private key
files from the initial active server to the initial backup server using a USB key (or other
temporary storage media that you have full control over).

1. With Setup Assistant set on this screen, insert the USB key in the initial active
server.

2. Browse to the \I3\IC\Certificates directory on the initial active server.

Note: If you are using your own Server Group certificate and private key, browse
to the directory locations of the Server Group certificate
(ServerGroupCertificate.cer) and Server Group private key
(ServerGroupPrivateKey.bin) that you wish to use.

3. Copy the entire \I3\IC\Certificates directory to the USB key.

Note: If you are using your own Server Group certificate and private key, copy
the Server Group certificate and private key that you wish to use to the USB key.

4. Eject the USB key from the initial active server.

5. Insert the USB key in initial backup server.

212 Run IC Setup Assistant

6. Click the Import Certificates button in the Server Group Certificate and
Private Key Locations screen.

7. The Import Certificate screen appears.

Import Certificate screen

Browse to the locations of the Server Group certificate and private key files on the
USB key in the Certificate Path and Private Key Path fields, for example:
F:\ServerGroup\ServerGroupCertificate.cer
F:\ServerGroup\ServerGroupPrivateKey.bin.
Keep the default Type and Format settings. Setup Assistant will back up the
existing certificate/private key files before overwriting them.
Note: If you are using your own Server Group certificate and private key, you
must also specify the Type and Format information, and whether the private key
is password protected. Click on Help for details on these fields.

8. Click OK to return to the Server Group Certificate and Private Key Locations
screen, which displays the paths of the Server Group certificate and private key
files on the USB key that will be copied to this IC Server.
Chapter 11: IC Setup Assistant 213

The screen shows the paths of the files on the USB key that will be copied to this IC Server

9. Continue on in Setup Assistant until it completes. Keep the USB key in the IC
Server until Setup Assistant completes. The Server Group certificate and private
key files will be copied from the USB key to the IC Server during the Commit
process.

Troubleshooting
Do not manually copy the Server Group certificate and private key files from the
designated existing IC Server to this IC Server. This method can lead to errors.
If errors occur, re-run Setup Assistant and follow the procedure described in this
section. If Setup Assistant fails to launch the IC Server processes (Notifier, DSServer,
and AdminServer), see the Interactive Intelligence Knowledgebase article "How to
Recover from Lost Certificates" https://my.inin.com/Support/Pages/KB-
Details.aspx?EntryID=Q120576310201905 to regenerate the default certificates.

Interaction Recorder compressed files location

This screen appears if IC Setup Assistant detects that Interaction Recorder is included
in the license.
214 Run IC Setup Assistant

Interaction Recorder Compressed Files Location screen

Configure Interaction Recorder

Select this option to configure Interaction Recorder.
You should have already set the paths for the compressed files and unprocessed
media files directories on the appropriate machines as part of the Interaction Recorder
requirements described in Installing and Configuring Interaction Recorder in the
Technical Reference Documents section of the IC Documentation Library. Any UNC
paths should provide both read and write permissions in the shares for the IC
administrator account.
Note: Starting in IC 3.0 SU 8, Interactive Intelligence recommends that you also
create a Temporary Work directory where uncompressed recordings are
temporarily stored before they are compressed and moved to the Compressed
Recordings directory. We highly recommend that the Temporary Work directory be
located at the root of the Compressed Recordings directory. The UNC path for the
Temporary Work directory must be set in the Interaction Recorder Configuration dialog
in Interaction Administrator. For more information, see Installing and Configuring
Interaction Recorder.
Chapter 11: IC Setup Assistant 215

You can choose to skip the Interaction Recorder configuration in Setup Assistant and
instead perform the configuration post-installation, in the Interaction Recorder
Configuration dialog in Interaction Administrator.
Warning: If you do not perform the Interaction Recorder configuration in either IC
Setup Assistant or Interaction Administrator, Interaction Recorder may not function
properly.

Compressed Recordings UNC Path

The Compressed Recordings directory is the default location where compressed and
processed recordings are stored for Interaction Recorder.
We highly recommend that the Compressed Recording directory be:
• On a machine other than this IC Server. This is particularly important if the
site generates a large number of recordings, or if there are multiple IC Servers
generating recordings. In these cases, the Compressed Recording directory must
be on a non-IC Server machine to reduce potential performance and reliability
problems with the IC Server. For customer sites with large Interaction Recorder
installations, the directory size could be hundreds of gigabytes.
• A valid UNC path. This is necessary because there may be multiple IC Servers
with Interaction Recorder enabled requesting recording files from one another.
Specify the UNC path name under which the compressed recordings will be stored.
Note: If IC Setup Assistant cannot validate the specified path, a message may prompt
you to ensure that the selected path exists and is shared before IC is launched. Failure
to do so will prevent Interaction Recorder from working properly.

Interaction Recorder unprocessed media files location

This screen appears if you selected to configure Interaction Recorder in the previous
screen.
216 Run IC Setup Assistant

Interaction Recorder Unprocessed Media Files Location screen

Select the location where unprocessed media files, such as newly recorded calls, will
be stored before Interaction Recorder processes them.
When IC Setup Assistant has completed, perform additional configuration in
Interaction Administrator. See Interaction Administrator online help and Installing and
Configuring Interaction Recorder in the Technical Reference Documents section of the
IC Documentation Library.
Note: Interaction Recorder unprocessed media files are not related to the Interaction
Media Server, an optional software bundle (hardware and software) that supports
offloading RTP (voice) traffic from the IC Server, call recording, and transcoding calls
from various SIP devices used with an IC Server.

Store on recording IC server

Select this option to store unprocessed media files on the IC Server that recorded
them. This is the default setting.
Typically, sites using the Aculab or Dialogic platforms should store unprocessed
recordings on the IC Server.

Store on alternate machine

Select this option to store unprocessed media files on an alternate machine.
Chapter 11: IC Setup Assistant 217

Typically, sites using the TAPI platform and/or the TAPI Recording Server (not related
to the Interaction Recorder product) should store unprocessed media files on an
alternate machine.
Enter the IP address or machine name of the alternate machine.

Share Path
Browse to the directory on either the IC Server or alternate machine where the
unprocessed recordings will be stored.
Note: If IC Setup Assistant cannot validate the specified path, a message may prompt
you to ensure that the selected path exists and is shared before IC is launched. Failure
to do so will prevent Interaction Recorder from working properly.

Setup Share
When you click Setup Share, IC Setup Assistant sets up a share for the unprocessed
recordings directory. You are prompted to enter the share name.
Example: If you selected to store unprocessed recordings on the IC Server, the IC
Server name is CompanyServer, and the unprocessed recordings will be stored in the
\I3\IC\Recordings directory, enter the share name Recordings. The network path to
the unprocessed recordings will be \\CompanyServer\Recordings.

Speech Recognition
This screen appears if IC Setup Assistant detects that Speech Recognition is included
in the license.
Note: This screen only enables the selected speech recognition engines on the IC
Server. In order to use speech recognition, the ASR server(s) must also be installed
and configured to communicate with the IC Server. If you have not already installed
and configured the ASR server(s), you can do so after IC Setup Assistant has
completed.
218 Run IC Setup Assistant

Speech Recognition screen

Select the speech recognition engine(s) that your site uses:
• Nuance Automatic Speech Recognition (ASR)
• Nuance OpenSpeech Recognizer (OSR)
• Loquendo Automatic Speech Recognition (ASR)
• Nuance Recognizer
For requirements, and installation and configuration procedures for each of the
supported speech recognition engines, see Installing and Configuring ASR Technology
in the Technical Reference Documents section of the IC Documentation Library.

Select mail providers

IC Setup Assistant will configure the mail provider you select in this screen. If you
choose to, you can configure multiple mail providers on your IC Server.
Notes
• Make sure you have fulfilled requirements for each mail provider you select. For
instructions, see Chapter 6: “Mail System” in this guide.
• IC Setup Assistant may prevent you from selecting an e-mail provider if the e-mail
client is not installed on the IC Server. You must fulfill that requirement before
continuing.
Chapter 11: IC Setup Assistant 219

• Additions or changes to your mail configuration after IC Setup Assistant completes

are made in the Interaction Administrator Mail container.

Select Mail Providers screen

I want to configure mail providers

Select this option to configure one or more mail providers.
If you do not select this option, you will not be able to assign mailboxes to users when
you configure users in IC Setup Assistant.

Interaction Message Store

Interaction Message Store (formerly known as FBMC or Voice Mail Only) is a
messaging option that provides storing and tracking capabilities for voicemail and fax
messages without connection to an e-mail system.
Interaction Message Store stores voicemail and faxes as files on the IC Server (small
implementations) or a network file server (large implementations). Users are
associated with mailboxes in a file directory structure, and voicemails and faxes are
routed to these mailboxes. IC users can access voicemail messages from Interaction
Client .NET Edition or the telephone user interface (TUI). Fax messages can be viewed
from Interaction Client .NET Edition or forwarded to another fax number.
For more information, see the Interaction Message Store in the Technical Reference
Documents section of the IC Documentation Library.
220 Run IC Setup Assistant

Microsoft Exchange Server

Select Microsoft Exchange Server to use either Microsoft Exchange Web Services-
based integration or Microsoft Exchange MAPI-based integration. Microsoft
Exchange Web Services is recommended.
If you select this mail provider, make additional Exchange configuration selections in
the Mail Provider Summary screen.
For requirements and additional information, see:
• Chapter 6: “Mail System”.
• Exchange Web Services Support for IC in the Technical Reference Documents
section of the IC Documentation Library. This document steps you through all
aspects of configuring IC for Exchange Web Services.

Lotus Domino Notes Server

If you select this mail provider, IC Setup Assistant prompts you for the IC
administrator's Lotus Domino password.
For requirements and additional information, see
• Chapter 6: “Mail System”.
• Using Lotus Notes in the Technical Reference Documents section of the IC
Documentation Library. This document steps you through all aspects of configuring
IC for Lotus Notes.

Novell GroupWise Server

A SOAP-based GroupWise Connector has several advantages over the GroupWise
Connector supported in previous IC releases, including easier installation, improved
performance and reliability, and less troubleshooting. The Groupwise Connector
requires that you install IC as a Trusted Application in GroupWise.
If you select this mail provider, IC Setup Assistant prompts you for GroupWise server,
port, user name, and the location of the Trusted Application key file.
For requirements and additional information, see
• Chapter 6: “Mail System”.
• Novell GroupWise Support in the Technical Reference Documents section of the IC
Documentation Library. This document steps you through all aspects of configuring
IC for Novell GroupWise.
You can configure IC for GroupWise now in IC Setup Assistant or post-installation in
the Interaction Administrator Mail container. If you have not yet fulfilled the
requirements, you may want to perform the configuration in the Interaction
Administrator Mail container.
Chapter 11: IC Setup Assistant 221

Other (LDAP, SMTP, or IMAP)

IC Setup Assistant enables you to configure a variety of other mail providers that
support the following services:
• LDAP: Directory service for looking up user information
• SMTP: Transport service for sending mail
• IMAP: Message store service
If you select this option, additional screens prompt you for LDAP Provider, SMTP
Providers, and IMAP Provider information. Note that LDAP, SMTP, and IMAP
functionality is independent. You can configure what is needed and skip the screens
that do not apply. Click Help (?) for information.
For requirements and additional information, see Chapter 6: “Mail System”.

Mail provider summary

After you have selected mail providers and clicked Next in the Select Mail Providers
screen, a progress bar appears showing that IC Setup Assistant is gathering mail
provider information.

Gathering mail provider information progress bar

When completed, the Mail Provider Summary screen appears. Verify that the mail
provider entries are correct. If multiple mail providers are listed, verify that the default
ordering for directory searches and transport delivery services is correct.
222 Run IC Setup Assistant

Mail Provider Summary screen

Provider
Lists the selected mail provider(s).

Status
A mail provider's status is marked as Not present if the appropriate mail connector is
not registered and therefore unavailable. One reason for the Not present status may
be that the mail provider client is not installed on the IC Server, if that is a
requirement.
Exchange Properties
Select the Exchange properties button to:
• Configure Exchange calendar access (Microsoft Exchange 2007 only)
• Configure either Exchange Web Services (EWS) or Exchange MAPI-based
integration (MAPI). Exchange Web Services is recommended. (Both are initially
enabled by default.)
Directory Search Order
The directory contains the lookup information for contacts (first name, last name, etc.)
This column shows the default order of mail provider directories that IC will use to
search for a user's mailbox.
Chapter 11: IC Setup Assistant 223

• If you selected Microsoft Exchange Server as the mail provider, both Exchange
Web Services (EWS) and Exchange MAPI-based integration (MAPI) are initially
enabled by default.
• Interaction Message Store will not be listed because it does not maintain any
contact information.
• If you defined more than one LDAP directory, each is listed.
To change the directory search order, highlight a mail provider directory and use the
Up and Down buttons to move the directory.
Transports Order
The SMTP transport handles the delivery of mail. This column shows the default order
of mail provider transport vehicles that IC will use to search for a user's mailbox.
• If you selected Microsoft Exchange Server as the mail provider, both Exchange
Web Services (EWS) and Exchange MAPI-based integration (MAPI) are initially
enabled by default.
• If you defined more than one SMTP transport, each is listed.
To change the directory search order, highlight a mail provider transport and use the
Up and Down buttons to move the directory.

Exchange configuration
This screen appears if you selected Microsoft Exchange Server as the mail provider
and selected the Exchange properties button in the Mail Provider Summary
screen.
224 Run IC Setup Assistant

Exchange Configuration screen

Calendar configuration
Configure Exchange Calendar access if your IC license contains the Interaction Mobile
Office feature. Exchange Calendar access is supported for Microsoft Exchange 2007
only. Microsoft Exchange 2010 does not support it.
• Host: Type the URL of the Exchange server running the calendar service, in the
“http://ServerName” format. If you plan to use SSL/TLS, use
“https://ServerName” format. Note: Point to the Exchange 2007 server acting in
the Client Access role.
• User ID: Type an administrative user account name (IC administrator account)
that has "Receive As" rights on the Exchange server. The field should contain the
domain and username (domain\username).
• Password: Type the password for the User ID.
• Confirm: Confirm the password for the User ID.

Enable MAPI
Both the Enable MAPI and Enable Exchange Web Services options are initially enabled
by default.
Chapter 11: IC Setup Assistant 225

• If you are using Exchange MAPI as the IC to Exchange integration, select Full
mailbox access or Administrator information store, depending on the
Exchange permissions you set. For more information, see Chapter 6: “Mail
System”.
• If you are not using Exchange MAPI as the IC to Exchange integration, uncheck
this option.

Enable Exchange Web Services (recommended)

Both the Enable Exchange Web Services and Enable MAPI options are enabled by
default.
• If you are using Exchange Web Services as the IC to Exchange integration, click
Add… to access the Domain Properties screen to specify the domain to use to
access mailboxes. See Help (?) for details.
Note: If you don’t specify the domain to use to access mailboxes, the system
connects to the default Exchange server for the IC service account to access
mailboxes. If you want to use another Exchange server in addition to the default
Exchange server to access mailboxes, you must specify the domain to use for the
default Exchange server and the domain to user for the additional Exchange
server.
• If you are not using Exchange Web Services as the IC to Exchange integration,
uncheck this option.
For more information, see Exchange Web Services Support for IC in the Technical
Reference Documents section of the IC Documentation Library.

Log Retrieval Assistant mailbox configuration

This screen appears if your IC system has an e-mail server. If Interaction Message
Store is the only mail provider, Log Retrieval Assistant is not supported.
Log Retrieval Assistant (LRA) is a feature that allows support organizations such as
Interactive Intelligence and certified partners to configure logging and retrieve logs
from IC Servers at specific times.
Log Retrieval Assistant is installed automatically during the IC Server install. For more
information, see the Log Retrieval Assistant Customer Site Installation Guide in the
Technical Reference Documents section of the IC Documentation Library.
226 Run IC Setup Assistant

Log Retrieval Assistant Mailbox Configuration screen

To use Log Retrieval Assistant, leave the default option of Configure the Log
Retrieval Assistant checked, and enter the information that IC Setup Assistant
needs to configure the LRA Monitored Mailbox, a specified e-mail account on the
customer site that Log Retrieval Assistant will monitor to pick up requests. Log
requests are mailed to this account for LRA to process.

LRA Monitored Mailbox

Click the button on the right (...) to open the Mailbox Selection screen. Provide the
information needed to locate the actual mailbox that will be used as the LRA Monitored
Mailbox. Depending on the mailbox option (for example, mail server directory), you
may need to provide the Name, Display Name, Address, Directory, Message Store,
and/or other information.
We recommend creating a mailbox specifically for the LRA process.

SMTP Address for LRA's Monitored Mailbox

Type the SMTP address for the LRA Monitored Mailbox, for example,
[email protected].

SIP Lines and Default Registration Group

(Dialogic HMP or AudioCodes only)
Chapter 11: IC Setup Assistant 227

This screen appears if IC Setup Assistant detects that your IC license includes the SIP
or Dialogic HMP feature.
IC Setup Assistant automatically creates three permanent internal SIP lines for
station-to-station calls — <Stations-TCP> (default), <Stations-UDP>, and <Stations-
TLS>. (SIP lines for outbound calls must still be configured manually in the Interaction
Administrator Lines container.)
IC Setup Assistant also creates two permanent default registration groups (one for the
<Stations-TCP> line and one for the <Stations-TLS> line), necessary for creating
managed IP phones and associated SIP stations.

Configure SIP Lines and the Default Registration Group screen

Station Lines
The Station Lines portion of the screen provides information about the SIP station lines
that IC Setup Assistant will create.

Line Name Prefix

The line name prefix appears in the SIP line name listed in numerous Interaction
Administrator screens, such as Line Configuration > SIP Line Configuration, for
example, <Stations-TCP>.
We recommend that you keep the default SIP station line name prefix, Stations.
However, if you plan to localize, you may wish to use a different line name prefix.
228 Run IC Setup Assistant

Important: Make your line name prefix selection carefully, as lines cannot be
renamed.

Resulting Line Names

IC Setup Assistant automatically creates three SIP station lines for different transport
protocols: <Stations-TCP>, <Station-UDP>, and <Stations-TLS>. Setup Assistant
does not allow any modifications to these lines; any modifications must be made in
Interaction Administrator.

<Stations-TCP>
We recommend using the <Stations-TCP> line for station-to-station calls because the
TCP transport protocol automatically resends data if the transfer fails, ensuring a
successful transmission.
IC Setup Assistant automatically sets the <Stations-TCP> line port number to 8060.
IC Setup Assistant sets the <Stations-TCP> line as the default line for a number of SIP
stations and managed IP phone settings.

<Stations-UDP>
The <Stations-UDP> line is available if needed. Most new IP phones support TCP, but
there may be some that require UDP. Unlike TCP, UDP requires that you manually
resend data if the transmission fails.
IC Setup Assistant automatically sets the <Stations-UDP> line port number to 8060.

<Stations-TLS>
The <Stations-TLS> line is available if your IC license includes the Advanced Security
feature.
IC Setup Assistant automatically sets the <Stations-TLS> line port number to 8061.

Outbound Address
Enter a telephone number for one of the lines provided by the telephone company, for
example, (919) 872-5555 or 0249581974. Parentheses around area code numbers are
optional and any combination of text or numbers may be used (Q = 7 and Z = 9).
This is a required field. The number is used in the "From" header in outbound SIP
calls.

Domain Name
Enter the domain name used to formulate SIP-URLs for IC users and phone numbers.
This domain name will be automatically appended to all REGISTER requests sent by
IC.
This value is used in the "From" header in outbound SIP calls.
Chapter 11: IC Setup Assistant 229

Address to Use
Select the Network Connection (from the drop down list) that you want to use for
outbound SIP calls.

Default Registration Groups

Registration groups are a required attribute of every managed IP phone. The
registration group controls who the phone registers and communicates with. Each
registration group is made of an ordered list of registrations. Each registration either
points to a line or is specified manually. A managed IP phone will attempt to use the
first registration, if it fails, then it uses the second one, etc.
IC Setup Assistant automatically creates two permanent default registration groups:
• <Default Registration Group> for the <Stations-TCP> line
• <Default Secure Registration Group> for the <Stations-TLS> line
In a new installation, managed IP phones and associated SIP stations are created by
importing a CSV file containing IP phone information in the Managed IP Phone
Assistant in Interaction Administrator. Every managed IP phone template requires a
registration group. You can choose to use one of the two permanent default
registration groups or create a custom registration group in Interaction Administrator.
Notes:
• The permanent default registration groups cannot be renamed in Interaction
Administrator.
• Interaction SIP Station does not currently support TLS. If you are implementing
Interaction SIP Station phones, you can either 1) Use the permanent default
<Stations-TCP> line, or 2) create a custom registration group in Managed IP
Phones...Registration Groups in Interaction Administrator after the IC Server
installation is completed.

For more information

Click Help (?) for additional information. For more information about:
• Security for SIP lines, see “Configure SIP Lines” in Chapter 12 of this guide,
Interaction Administrator online help and Security Concepts in Interaction Center
in the Technical Reference Documents section of the IC Documentation Library.
• Managed IP phones, see “Create Managed IP phones” in Chapter 12 of this guide,
Interaction Administrator online help, and IC Provisioning of Managed IP Phones,
SIP Soft Phone Administrator's Guide, and the Interaction SIP Station Getting
Started Guide in the Technical Reference Documents section of the IC
Documentation Library.
230 Run IC Setup Assistant

Dialogic HMP license information

(Dialogic HMP only)
Note: If your telephony platform is Dialogic Boards or Aculab, other telephony
platform-related screens may appear instead. Click Help (?) for details or see the
appropriate telephony application note, available on the Support Web site.
This screen appears if IC Setup Assistant detects that Dialogic HMP is included as
feature in your IC license.
IC Setup Assistant will configure Dialogic HMP on the IC Server based on the features
and ports included in the Dialogic HMP license, and start the Dialogic Service.

Dialogic HMP License Information screen

Select and activate the Dialogic HMP license you wish to use. Post-installation, you can
re-run IC Setup Assistant to select and activate a different Dialogic HMP license.

Dialogic HMP license options

If you have not done so already, obtain a Dialogic HMP license and download it to the
IC Server. See “Telephony platform” in Chapter 3: “IC Server” for instructions.
Chapter 11: IC Setup Assistant 231

Current License Details

By default, IC Setup Assistant will use the free single port validity license that ships
with Dialogic HMP and is automatically installed during IC Server installation. This
license is automatically activated and license details are displayed.

Change License
If you wish to select and active a different Dialogic HMP license now, click the Change
License button. Click Help (?) for instructions.

Dialogic HMP IP address selection

(Dialogic HMP only)
This screen appears after the Dialogic HMP license is selected and activated.

IP Address Selection screen

The Dialogic HMP sub-system communicates through the IP address assigned to a
specific network card (NIC).
Select the appropriate address/adapter pair for the network card to use with Dialogic
HMP from the drop down list box.
Important: Dialogic HMP will only bind its resources to listen on adapter. Choose the
address/adapter pair carefully to ensure that the system will be able to correctly
receive RTP.
Following this screen, IC Setup Assistant starts the Dialogic Service.
232 Run IC Setup Assistant

IC Setup Assistant starts the Dialogic Service automatically

Devices detected
If it has not already been performed, IC Setup Assistant automatically performs device
detection on any installed telephony boards: Aculab, Dialogic, and/or AudioCodes. It
also detects Dialogic HMP resources.

Device detection progress bar

Device detection determines the physical address — board, if applicable and port order
— of each resource (conference, fax, station, voice, etc.). Items detected on the
server are used to configure lines, interfaces, and stations.
After the devices have been detected, the Devices Detected screen appears. Review
the detected boards/resources in the Devices Detected matrix.
Chapter 11: IC Setup Assistant 233

Devices Detected screen

Click on Inventory Configuration to open the Telephony Resources utility and view
the details on the board and port order of each resource.
234 Run IC Setup Assistant

Telephony Resources screen

If the Device Detected matrix is empty

The Detected Devices matrix will appear empty if the device detection failed or if no
boards were detected. In most cases, you cannot configure stations for the IC system
until the devices are detected. (The exception is SIP stations created using a pre-
defined SIP station CSV list.) Click on Inventory Configuration again to try to detect
the boards or resources.

Configure stations
When you first view the Configure Stations screen, typically there are no stations
listed.
Chapter 11: IC Setup Assistant 235

Configure Stations screen

You have a number of options for creating stations:
• You can create stations now in IC Setup Assistant with Add Stations Assistant, a
wizard that guides you through the creation of multiple station types. If you want
to create stations now, click Configure Stations to open the Add Stations
Assistant.
• You can create stations post-installation in Interaction Administrator, either
individually or using Add Stations Assistant. If you want to create stations in
Interaction Administrator, click Next to skip Add Stations Assistant and proceed
with IC Setup Assistant.

Add Stations Assistant

Add Stations Assistant uses Aculab or Dialogic board/resource information found
through device detection to create multiple stations connected to the IC Server by
stations boards or channel banks.
If your IC license includes the SIP or Dialogic HMP feature, you can create non-
managed SIP stations by importing a CSV list containing SIP station information in
Add Stations Assistant. Examples of non-managed SIP stations are IP phones other
than Polycom such as Astra or Cisco (although Polycom phones can be non-managed if
preferred), stand-alone fax machines, and remote stations.
236 Run IC Setup Assistant

Note: If you plan to implement managed IP phones, do not use Add Stations
Assistant. Instead, you will create managed IP phones and associated SIP stations in
the Interaction Administrator Managed IP Phones container using Managed IP Phones
Assistant.

Add Stations Assistant - Welcome screen

In keeping with the scenario in this chapter for configuring an IC system with Dialogic
HMP, these instructions describe how to create non-managed SIP stations in Add
Stations Assistant. Click Next.
For instructions on creating stations for IC systems with Aculab or Dialogic, see the
appropriate telephony application note on the Support Web site.

Create options
Use this page to specify what kind of stations you want to create, and how the stations
are connected to the IC Server.
Chapter 11: IC Setup Assistant 237

Add Stations Assistant - Create Options screen

To create SIP stations, select:
• Workstations, Stand-Alone Phones, or Standalone Faxes
• Stations are connected by IP (SIP) - Enabled if your IC license includes the
SIP or Dialogic HMP feature
If you have not already done so, prepare a SIP Station CSV list and download it to a
secure location on the IC Server. A Microsoft Excel document (CSV SIP Station
List.xls) and a sample CSV file (CSV SIP Station List.csv) are available on the IC
product disc in Additional Files…CSV Lists. For instructions, see Importing CSV Lists in
IC document in the Technical Reference Documents section of the IC Documentation
Library.
For information on the other fields in this screen, click Help (?) in the upper right hand
corner of the screen.

Import SIP Stations from a CSV List

Browse to the location of the SIP station CSV list on the IC Server.
238 Run IC Setup Assistant

Add Stations Assistant - Import SIP Stations from CSV List screen
If IC Setup Assistant encounters errors while parsing the CSV file, it warns you by
providing an Errors button. Click Errors to view the status of the errors and a
description:
• Warning error: IC Setup Assistant cannot verify one or more values. You can
continue with the import, but some of these values will not be imported.
• Severe error: IC Setup Assistant detects no columns or the file could not be
opened. You cannot continue with the import.

Preview created stations

Review the stations that you created. You can rename them manually by clicking
Rename and typing a new name. If the information is not correct, click Back to make
changes.
The following screen is typical of stations imported from a SIP Station CSV list.
Chapter 11: IC Setup Assistant 239

Add Stations Assistant – Review Imported SIP Stations screen

Access control
If you created a dial plan in IC Setup Assistant, select the dial plan classifications for
the new stations. Station Access Control enables you to specify the outbound dialing
privileges (if any) for the new stations.

Add Stations Assistant – Access Control screen

240 Run IC Setup Assistant

Select one or more classification names from the list of Available classifications and
add them to the Currently Selected list to give the selected dialing privileges to this
station. If someone attempts to place a call from a station and the dialed phone
number is not supported in one of the phone number classifications for the station, IC
plays a prompt saying that the station does not have sufficient dialing privileges to
place the call.
To give the new stations all dialing privileges, automatically including new
classifications added in the future, select the [All*] entry, and then click Add.
Note: If you did not create a dial plan in IC Setup Assistant, no Available
classifications will appear. After you create the dial plan in Interaction Administrator,
post-installation, run Add Stations Assistant in Interaction Administrator to specify the
outbound dialing privileges for your stations.

Save SIP station data

Add Stations Assistant – Saving Station Data screen

Click Commit Changes to save your station configuration selections

Station licenses
We recommend that you assign Basic Station licenses to the stations you are
configuring at this time.
If the proper planning for Client Access license and ACD Access license allocation
has been done as described in Chapter 3: “IC Server”, you can also assign Client and
ACD Access licenses to the stations at this time. However, because of the flexibility of
Chapter 11: IC Setup Assistant 241

assigning Client and ACD Access license to users as well as stations, you may wish to
wait until post-installation to assign and allocate Client and ACD Access licenses in the
Interaction Administrator Licenses Allocation container.

Add Stations Assistant – Station Licenses

The Basic Station license enables station audio for a phone device or for the soft
phone on a client workstation.
• All stations require a Basic Station License in order to receive audio. (A non-audio
station may be used for non-audio interactions.)
• Remote stations must be assigned a Basic Station license.
• A Standalone Fax and Standalone Phone must be assigned a Basic Station license.
• A Bus Device Fax does not use Basic Station license.
For information about the Access licenses, see “Licensing” in Chapter 2: “Getting
Started” or Add Stations Assistant online help.

Complete Add Stations Assistant

If you are done creating stations, click Finish to save the newly created stations and
return to IC Setup Assistant.
If you need to add additional stations, for example, if more than one station card is
installed, select I want to add additional stations and then click Next to run Add
Stations Assistant again.
242 Run IC Setup Assistant

Add Stations Assistant – Completed

Configure Stations (showing created stations)

The Configure Stations screen shows the created stations.

Configure Stations screen populated with created SIP stations

Chapter 11: IC Setup Assistant 243

Create IC user accounts

You can choose to create users now or create users later in Interaction Administrator.
If you choose to create users now, you have the opportunity to configure related
stations, workgroups, and roles in IC Setup Assistant.

Create the IC User Accounts screen

I want to import users from a CSV file

A CSV user list is a file containing information about users and user attributes,
prepared prior to running IC Setup Assistant, and downloaded to the IC Server. A
sample CSV user list is included on the IC product disc in Additional Files…CSV Lists.
For instructions, see Importing CSV Lists in IC in the Technical Reference Documents
section of the IC Documentation Library.
If you select this option, an additional screen appears. For more information, click Help
(?) in the upper right hand corner of the screen.

I want to create users with the Add Users Assistant

The IC Setup Assistant will launch the Add Users Assistant, a wizard that guides you
through the creation of multiple IC user accounts, importing users from mail server
distribution lists and Windows users.
244 Run IC Setup Assistant

I don't want to create users now. I'll do it in Interaction Administrator after

IC Setup Assistant completes.
Select this option to prevent IC Setup Assistant from creating users. You can create
users later manually or run the Add Users Assistant in the Interaction Administrator
Users container after IC Setup Assistant completes.

Configure IC user accounts

This screen appears if you selected to create users with Add Users Assistant or import
them from a CSV file.

Configure the IC User Accounts screen

Every person that plans to run Interaction Client or plans to have a unique user
extension must have an IC user account. Each IC user account has several user values
such as user extension, password, and e-mail address.
IC Setup Assistant automatically adds two required user account entries — the IC
administrator account and the default Company Operator user account — to the
Configure the IC User Accounts matrix. These required users will not override similar
users set in a CSV user list.
Click Add Users Assistant to add user entries.
Note: If you just finished importing users from a CSV user list in the previous screens,
the Configure the IC User Accounts matrix is populated with the CSV user list entries.
Click Next to skip Add Users Assistant and move on to “Configure IC workgroups.”
Chapter 11: IC Setup Assistant 245

Add Users Assistant

The Add Users Assistant guides you through the creation of multiple IC user accounts.
Users can be imported from mail server distribution lists, Windows users, or a CSV
user list. The Add Users Assistant also sets extensions and passwords for the IC user
accounts imported from mail servers or Windows users.

Add Users Assistant – Welcome screen

Search for new users

Select this option to automatically create multiple IC user accounts. The end result is a
User Worksheet populated with the user account entries you created.

Skip the search and add or modify user entries within the worksheet
Select this option to manually enter the new user account information or modify
existing user account information in the User Worksheet.

Search options
This screen appears if you selected to search for new users.
246 Run IC Setup Assistant

Add Users Assistant – Search Options screen

Discover users from a mail server

Select this option to search for users from a mail server.

Discover Windows users

Select this option to select users from Windows domain accounts.

Import users from a CSV user list

Select this option to import users from a previously created CSV user list.

Search for mail users

This screen appears if you selected to discover users from a mail server. Select how
users will be imported from the mail provider’s directory. The Add Users Assistant
searches all enabled mail providers with directory lookup enabled.
Lotus Domino users: Any Lotus Domino user can imported. In previous IC releases,
only those users with a Windows domain account associated with a Domino user name
were imported.
Note: If you selected different options in the Search Options screen, other screens
appear. For information on these screens, click Help (?) in the upper right hand
corner.
Chapter 11: IC Setup Assistant 247

Add Users Assistant – Search for Mail Users screen

Search for all users

The Add Users Assistant will import each user in the address list you pick. The
members of the address list and their attributes (e-mail address, address, etc.) serve
as the source of information to be replicated into IC user entries in IC Directory
Services.
Note: If the Address List is very large (e.g. several thousand accounts), you will
notice a significant delay during installation.

Search only for users in a distribution list

To import just a subset of all e-mail users, use this option to select a distribution list
within the address list. Click Find to get distribution lists.
You can make changes to these users in the User Worksheet after the Add Users
Assistant completes.

Mail search results

Review the results of the mail search. The results are displayed showing User Name,
Display Name, First Name, and Last Name. Depending on whether you discovered
users from an address or distribution list, the Directory searched, and Distribution List
are displayed, along with Number of users found.
248 Run IC Setup Assistant

Add Users Assistant – Mail Search Results screen

If this is the correct list of users, click Next. Otherwise, click Back to select a new list.

Set extensions for IC user accounts

Indicate whether or not station extensions should be assigned automatically.
Chapter 11: IC Setup Assistant 249

Add Users Assistant – Set Extensions for IC User Accounts screen

I want to skip the automatic assignment of user extensions

If you select this option, any existing extensions that were initially imported are used.

Automatically assign each user’s extension, starting with the specified value
Select this option to automatically generate an extension for each IC user. A preview
of the user information is available once the changes are committed. Enter the
Starting Extension. The extensions are incremented by 1.
You might select this option if you are importing users from an e-mail server, or if you
have not entered user extensions in the CSV user list.

Set passwords for IC user accounts

Indicate how Add Users Assistant should create the IC users’ passwords. Users will use
this password to start Interaction Client and also to access the voicemail messaging
menu over the telephone. IC users can change their passwords over the telephone by
accessing their personal options through the voicemail retrieval menu.
250 Run IC Setup Assistant

Add Users Assistant – Set Password for IC User Accounts screen

I want to skip the automatic assignment of user passwords

(Default) For security reasons, we recommend that you select the default option to
skip the automatic assignment of user passwords in Add Users Assistant and set user
passwords post-installation in Interaction Administrator. See “Verify or create user
configuration in Chapter 12: “Post-Installation Configuration”.

Assign the same password for each new user account

For security reasons, it is not advisable to set a single, simple password such as 1234”
for user accounts in Add Users Assistant and then remind users to change their
passwords later.

Preview search results

Review the users and account settings created with Add Users Assistant. Click Back if
you wish to make changes.
Chapter 11: IC Setup Assistant 251

Add Users Assistant – Preview Search Results screen

Complete Add Users Assistant

Click Finish to complete Add Users Assistant.

Add Users Assistant – Completed screen

252 Run IC Setup Assistant

User worksheet
The User Worksheet, containing all the user account information, appears after the
Add Users Assistant completes.
You can manually enter new user account information or modify existing user account
information in the User Worksheet.

User Worksheet
Make changes directly in the worksheet, or use the Tools menu or shortcut icons in the
toolbar to configure mailboxes, passwords, extensions, workgroups, and roles. Click
Help (?) for more information.
After IC Setup Assistant completes, the Add Users Assistant and User Worksheet are
also available in the Interaction Administrator Users container. You can also create
users manually in the Default User and Users containers.

Configure IC user accounts (showing created user)

The Configure the IC User Account screen shows the created users.
Chapter 11: IC Setup Assistant 253

Configure IC User Accounts screen populated with created users

Configure IC workgroups
This screen appears if you created users via a CSV user list or Add Users Assistant.
Workgroups are logical groups of users (for example, departments) that can function
as a group in the IC system. You may have already assigned the users to workgroups
in the User Worksheet. If you did, the entries you specified appear in the Configure
IC Workgroups screen.
Use this screen to review or modify existing workgroups, or specify new workgroups.
IC Setup Assistant automatically creates the default Company Operator workgroup.
You should assign a user to this workgroup if you want this user to answer calls to the
company operator.
Note: IC Setup Assistant provides minimal workgroup configuration, useful for
planning purposes. After the IC Setup Assistant completes, complete your workgroup
configuration in Interaction Administrator. For more information, see Interaction
Administrator online help.
254 Run IC Setup Assistant

Configure IC Workgroups screen

Click Configure Workgroups to add new workgroups or modify existing workgroups.

Manage workgroups
Create a new workgroup or modify an existing workgroup by specifying its extension,
alerting option, and workgroup membership.
Chapter 11: IC Setup Assistant 255

Manage Workgroups screen

Add
Click Add to create a new workgroup and add it to the list of workgroups.

Delete
Click Delete to remove a workgroup from the list.

Workgroup Extension
Type the extension number that will be associated with the selected workgroup.

Alerting Options
When an incoming call is for members of a workgroup and the workgroup has a
queue, you can specify how the system should alert members to the new call.
• Sequential: Rings workgroup members one at a time, in order of extension.
• Round-robin: Remembers the last user who was sent a call. Round-robin works
in a loop, repeating the process down the through list, and then the process starts
over with the next call.
• Group Ring: All users of the workgroup are alerted simultaneously.
• ACD: Sets the call to Automatic Call Distribution (ACD) processing on that queue.
• Custom: The alert behavior is set in the CustomIVRWorkgroupQueue subroutine.
256 Run IC Setup Assistant

Members
Click the Members tab to add users to a selected workgroup.

Configure role memberships

This screen appears if you created users via a CSV user list or Add Users Assistant.
A role is a way to define a special group of people that require specific Interaction
Client rights or Interaction Administrator access. You may have already assigned the
users to roles in the User Worksheet. If you did, the entries you specified appear in
the Configure IC Role Memberships screen.
Use this screen to review or modify existing role memberships, or specify new role
memberships.
Note that IC Setup Assistant created the following default roles with pre-selected
dialing classifications and other permissions: Administrator, Agent, Billable-Time User,
Business User, Mobile Office, Operator, and Supervisor.
Note: IC Setup Assistant provides minimal Role membership configuration, useful for
planning purposes. After the IC Setup Assistant completes, complete your Role
membership configuration in Interaction Administrator. For more information, see
Interaction Administrator online help.

Configure IC Role Memberships screen

Click Configure Roles to create new roles or modify existing roles.
Chapter 11: IC Setup Assistant 257

Manage Roles
Create a new role or modify an existing role by specifying its membership.
Note: IC Setup Assistant assigns users to roles only. You can assign workgroups to
roles in Interaction Administrator.

Manage Roles screen

Add
Click Add to create a new role and add it to the list.

Delete
Click Delete to remove a role from the list.

Members
All users are listed in the Available list. To add a user to the selected role, choose one
or more users from the Available list and use the arrows to add the selected users to
the Selected list.

Configure default hours of operation

IC Setup Assistant generates a default auto-attendant menu with "out-of-the-box
features". You can also configure additional information and incorporate it in the auto-
attendant menu.
258 Run IC Setup Assistant

Note: When IC Setup Assistant completes, the auto-attendant menu is operational on

the IC Server. It is not necessary to perform any further configuration in Interaction
Attendant, unless you wish to make further customizations. For more information, see
Interaction Attendant online help.
In this screen, configure the default hours of operation.

Configure Default Normal Hours of Operation screen

Your entries create a schedule that runs the automated attendant menus for your
standard work week.
If you make no entries in this screen and simply click Next, IC Setup Assistant will
create the default schedule of Monday through Friday, 9am to 5pm.

Set 7x24
Select this option for schedule to run all day. For example, the schedule would become
active at 9am on Monday and run 24 hours a day, Sunday through Saturday.

Set M-F 9 to 5
Select this option to set the schedule back to the default schedule.

Set Multiple Days...

Select this option to configure a different schedule for certain days of the standard
work week. For example, you can specify that the Thursday and Friday start time is
8am and stop time is 4pm.
Chapter 11: IC Setup Assistant 259

Configure group call processing

Configure workgroup call processing to define auto-attendant menu options that route
calls to specific ACD workgroup queues.
Use this screen to add, modify, or review ACD workgroup call processing. When you
first view this screen, the table is empty.
Note: IC Setup Assistant provides basic ACD operation configuration, without complex
configuration or handlers. After the IC Setup Assistant completes, you can perform
additional workgroup processing configuration in Interaction Attendant. For more
information, see Interaction Attendant online help.

Configure Group Call Processing screen

Click Add to configure ACD workgroup call processing, including queue overflow.

Edit group call processing

Configure ACD workgroup call processing, including queue overflow and whether or
not to play on-hold announcements.
260 Run IC Setup Assistant

Edit Group Call Processing screen

Menu Digit
Select the key that callers press to select the specified workgroup.

Workgroup
Select the name of the ACD workgroup previously defined when you configured
workgroups.

Queue Audio
Select this option to play on-hold announcements when a caller enters a workgroup.
You must already have pre-recorded prompts.

Configure Queue Overflow for this Menu

Select this option to configure queue overflow if the selected workgroup queue
becomes too full.

Overflow Group
Select the name of the ACD workgroup designated as the overflow group.
Chapter 11: IC Setup Assistant 261

Overflow before the call is placed on the workgroup queue based on the
following condition
Select this option to transfer a call to the overflow group based on a set of conditions.
In Interaction Attendant, this is configured as a logical transfer.
Click Condition to open the Condition Selection Criteria screen to select the
following criteria:
• Queue property (for example, number of available agents, number of calls in
queue, average wait time)
• Greater than, less than, equal to, etc.
• Number of seconds
The selected conditions are presented as a statement in the Edit Group Call
Processing screen, for example: The call will be transferred to Workgroup2 overflow
group when the number of agents in the Workgroup1 workgroup queue is greater than
10.

Once the caller has been waiting for the following time period transfer it to
the overflow group
Select this option to transfer a call to the overflow group after a defined time period.
In Interaction Attendant, this is configured as a workgroup transfer.
Define the maximum length of time in seconds that a call can remain in this
workgroup queue before it is transferred to the overflow group.

DCOM Security Limits

Microsoft has taken measures to increase security related to DCOM processes in
Windows 2003 SP1 and later. These enhancements, designed to reduce operating
system security concerns, are outlined in various documents and articles in the
Microsoft Knowledge Base (http://search.microsoft.com).
In order for the IC Server's DCOM components to function correctly and in a secure
manner, Windows' DCOM security permissions must be modified to include the domain
accounts of all IC users. An example of an IC Server DCOM process is the IC
Authentication Service. If the DCOM permissions are not set correctly, Interaction
Client authentication will fail and users must enter their IC user and password when
they log in to Interaction Client.
262 Run IC Setup Assistant

DCOM Security Lists screen

Select the level of security needed for your site. The recommended level of
security is to allow authenticated users.

Allow Everyone
(Not recommended, least security). This option adds all rights to the Everyone group.
If a Windows Domain (NT Authenticated Users) group exists, it will be removed. This
option is applicable only to small systems in a non-NT Authenticated environment.

Allow Authenticated Users

(Recommended, medium security) This option adds all rights to the Windows Domain
(NT Authenticated Users) group and removes remote launch/activate from the
Everyone group. This is the default selection.

Add pre-configured group(s) containing all IC users domain accounts

(Highest security) For a tighter security level, you can add pre-configured Active
Directory User group(s) or Local User group(s) (for example, workgroups). Setting up
an Active Directory User group conforms to the Microsoft method of administering
permission based on Active Directory groupings.
This option add all rights to the specified groups, restores the Everyone group back to
the defaults and removes the Windows Domain (NT Authenticated Users) group if it
exists.
Chapter 11: IC Setup Assistant 263

Groups
You may have already created the group(s) as a pre-installation procedure described
in Chapter 3: “IC Server” in this guide. If you have not done so, do so now. Follow
standard Windows procedures for Active Directory or Local User group(s.)
Enter the group(s). Separate multiple groups with commas. IC Setup Assistant will
perform a validation check with Active Directory before setting the group(s).

Commit your choices

Press the Review Choices button to review your selections, and press the Commit
button to commit them. IC Setup Assistant will configure the IC Server based on these
selections.

Commit Your Choices screen

Warning: Once the Commit process begins, do not attempt to process or reboot the
server until the process is complete.

Saving configuration
Once the selections are committed, IC Setup Assistant begins saving the configuration.
264 Run IC Setup Assistant

Saving Configuration screen

IC Setup Assistant completed

IC Setup Assistant completes the rest of the installation. This screen appears once IC
Setup Assistant has finished. Click View Report to verify the configuration settings.
Chapter 11: IC Setup Assistant 265

IC Setup Assistant Completed screen

You must reboot to complete the IC Server configuration. The default setting is Yes, I
want to restart my computer now.
Click Finish to restart the computer and start IC Services.
When the computer restarts, log on and check the Application Event Log in Computer
Management…System Tools…Event Viewer to check for any error logs.
Note: For a Switchover pair, if this IC Server is the initial backup server, you can now
eject the USB key that you used to copy the Server Group certificate and private key
files from the IC Server that is the initial active server. Store the USB key containing
the \Certificates directory in a safe location for backup purposes.
Begin the post-installation procedures described in Chapter 12: “Post-Installation
Configuration”.

Re-run IC Setup Assistant

After completing a new or upgrade installation, you can re-run IC Setup Assistant to
accomplish certain tasks not available in Interaction Administrator or anywhere else in
IC.
Access IC Setup Assistant from the IC Server desktop by selecting
Start…Programs…Interactive Intelligence… IC Setup Assistant.
266 Re-run IC Setup Assistant

The appearance of a second-run IC Setup Assistant differs from the IC Setup Assistant
in a new installation. A different Welcome screen launches the tasks allowed in a re-
run.

Re-run IC Setup Assistant – Welcome screen

Note: Re-running IC Setup Assistant does not repair or reset the IC Server in the
event of problems or corruption (called a "refresh install"). For instructions on
performing a refresh installation, see Chapter 10: “IC Server Installation” in this guide.

What you can change

You can make the following changes when you re-run IC Setup Assistant.

Identity
If IC Setup Assistant detects that you are logged in to the IC Server as a different user
or on a different domain than was previously used to configure IC, this task performs
the necessary component registrations.
If you wish to change the current local administrator or domain, exit IC Setup
Assistant, log on to the appropriate account, and run IC Setup Assistant again to make
the Identity changes.
Note: The Identity re-run task does not update the existing IC master admin
accounts in Interaction Administrator or associate them with the currently logged-in
Chapter 11: IC Setup Assistant 267

administrator account. To do this, you must launch Interaction Administrator and

ensure that the master admin accounts are associated with the currently logged-in NT
domain user account on the User configuration page.

Options
Add or modify one or more of these optional components.
• Multi-Site
• Switchover
• TFTP Server (required for Interaction SIP Station phones)

Dial Plan
Configure a new dial plan that replaces the current dial plan defined on the IC Server.
• Import an existing dial plan file
• Create a dial plan

Rename DS
This task makes the necessary modifications in Directory Services (DS) to account for
a new site name and possibly a new server name.
• You can choose to change the site name. IC Setup Assistant will rename the DS
Site.
• If the IC Server name was changed after the last time IC Setup Assistant was run,
IC Setup Assistant will rename the DS Server key.
Note: Renaming the Directory Services is usually done in a migration context. It may
prevent IC or some of its components from working properly. It should not be done
lightly.

Database
If you wish to make database configuration changes, IC Setup Assistant launches the
IC Database Configuration program required for Reporting, Interaction Recorder,
Interaction Tracker, and Interaction Optimizer.
• SQL Server or Oracle Service name and administrator account information
• IC database name or IC database schema
• IC database user account passwords (change must be made on the database
server first)
• SQL Server database data file, log file, and growth increment
• Oracle tablespaces
If you are using the Interaction Migrator utility to export/import IC configuration
data from IC 2.3.x or IC 2.4 to IC 3.0 or for backup/version control, you may need to
re-run IC Setup Assistant to upgrade the database (migrations only) and to reset the
268 Re-run IC Setup Assistant

IC Data Sources and ODBC objects. IC Setup Assistant will override any changes made
by Interaction Migrator. For more information, see Interaction Migrator in the
Technical Reference Documents section of the IC Documentation Library.

Dialogic
(Dialogic HMP or Dialogic board-based)
You may wish to perform one or more of the following telephony-related procedures:
• Change the Dialogic HMP license. For example, you may have used the free single
port demo license or temporary four port Dialogic HMP license during the initial
installation and you now have obtained and wish to use the Dialogic HMP
production license.
• Change the IP address. For example, you may have a new network card that you
wish to use for Dialogic HMP communication.
• Stop or start the Dialogic service for Dialogic HMP or Dialogic board-based or
change the startup mode if instructed to by Interactive Intelligences Support. This
option is an alternative to manually performing this procedure in the Dialogic
Configuration Manager (DCM).

DCOM
If you wish, you can set the DCOM security permissions to a more restrictive level
than those set in the initial installation.

Certificates
IC Servers in multiple IC Server environments, for example, a Switchover pair, require
identical Server Group certificate and private keys to successfully connect to remote
subsystems.
If you have a multiple IC Server environment and you have not fulfilled this
requirement, do so now in the Certificates re-run task:
• Select the appropriate certificate management option for this IC Server in the
Server Group Certificate and Private Key screen.
• If appropriate, follow the procedure to securely copy the Server Group certificate
and private key files from an existing IC Server to this IC Server using a USB key
(or other temporary storage media that you have full control over) in the Server
Group Certificate and Private Key Locations screen.

What you can't change

Additions or changes to the following configurations must be made in Interaction
Administrator:
• Site information (Interaction Tracker)
Chapter 11: IC Setup Assistant 269

• SIP Lines and Default Registration Group

• Interaction Recorder
• Speech Recognition
• Mail provider
• Log Retrieval Assistant
• Stations
• Users
• Workgroups
• Roles
Additions or changes to the following configurations must be made in Interaction
Attendant:
• Default hours of operation
• Group call processing

\I3\IC directory paths and shares

During the new or upgrade installation, the IC Server install creates the \I3\IC
directory, and IC Setup Assistant creates some additional subdirectories when it starts
certain IC subsystems.
While the \I3\IC directory is not shared by default, several subdirectories are shared,
with varying access for all network users. The network administrator or system
administrator may wish to modify the access of some users, depending on the security
requirements of the customer site network.
Once IC Setup Assistant has completed, the administrator can change the permissions
on the shares.

IC directory paths and shares table

The following table summarizes the directories and shares in the \I3\IC directory.
Note that drives are not indicated because the IC Server install enables the installer to
select the destination drive for the IC files and, if desired, place the more heavily used
directories on separate drives.
Permissions
A = Read-only Access for non-administrator client users, and Full Access for IC and
system administrators
B = Read/Write Access for non-administrator client users, Full Access for IC and
system administrators
270 \I3\IC directory paths and shares

C = Not shared for non-administrator client users, Full Access for IC and system
administrators

Directory Share Permission

\I3\IC\Certificates C

\I3\IC\Certificates\Client C

\I3\IC\Certificates\Email C

\I3\IC\Certificates\ICCertificateAuthority C

\I3\IC\Certificates\Lines C

\I3\IC\Certificates\LinesAuthority C

\I3\IC\Certificates\ServerGroup C

\I3\IC\ClientSettings C

\I3\IC\Documentation IC_Docs A

\I3\IC\Handlers C

\I3\IC\Handlers\30Handlers C

\I3\IC\Handlers\Custom C

\I3\IC\HostTools C

\I3\IC\ININ Trace Initialization C

\I3\IC\Install C

\I3\IC\Install\BusinessManagerApps IC_BusinessManagerApps A

\I3\IC\Install\ExtermalInstalls IC_ClientPreReqs A

\I3\IC\Install\IC_64BitFaxClient IC_64BitFaxClient A

\I3\IC\Install\IceLibSDK IC_ IceLibSDK A

\I3\IC\Install\IUpdate_Client IC_IUpdate A

\I3\IC\Install\ScreenRecorderCaptureCl IC_ A
ient ScreenRecorderCaptureClient

\I3\IC\Install\ServerManagerApps IC_ServerManagerApps A

\I3\IC\Install\UserApps IC_ UserApps A

\I3\IC\Install\UserApps\Plugins IC_ UserApps_Plugins A

\I3\IC\InteractiveUpdate C
Chapter 11: IC Setup Assistant 271

Directory Share Permission

\I3\IC\InteractiveUpdate\StaticContent C

\I3\IC\InteractiveUpdate\Web C

\I3\IC\InteractiveUpdate\Web\bin C

\I3\IC\InteractiveUpdate\Web\images C

\I3\IC\Logs C

\I3\IC\Logs\DrWatson C

\I3\IC\Logs\year-month-day C

\I3\IC\Mail C

\I3\IC\Mail\NoRetry C

\I3\IC\Mail\Outbox C

\I3\IC\Mail\Processing C

\I3\IC\Mail\Retry C

\I3\IC\Mail\ Scheduled C

\I3\IC\Mail\Work C

\I3\IC\Manifest C

\I3\IC\Persistence C

\I3\IC\PMQ C

\I3\IC\Provision C

\I3\IC\Recordings Recordings A

\I3\IC\Resources C

\I3\IC\Resources\AlertServerData C

\I3\IC\Resources\CoverPages C

\I3\IC\Resources\Interaction AttendantFaxes A
AttendantFaxes

\I3\IC\Resources\Interaction AttendantWaves A
AttendantWaves

\I3\IC\Resources\TUIDefault C

\I3\IC\Server C
272 \I3\IC directory paths and shares

Directory Share Permission

\I3\IC\Server\Diagnostics C

\I3\IC\Server\Diagnostics\Aculab C

\I3\IC\Server\Diagnostics\Dialogic C

\I3\IC\Server\Firmware C

\I3\IC\Server\Firmware\Polycom C

\I3\IC\Server\HandlerDiff C

\I3\IC\Server\HandlerDiff\XSLFiles C

\I3\IC\Server\Handlers C

\I3\IC\Server\I3RxDocs C

\I3\IC\Server\I3RxDocs\Users C

\I3\IC\Server\I3Tables C

\I3\IC\Server\i386 C

\I3\IC\Server\LRA C

\I3\IC\Server\LRA\Requests C

\I3\IC\Server\Reports IC_Reports A

\I3\IC\Server\Reports\Oracle C

\I3\IC\Server\Reports\SQL C

\I3\IC\Server\Resources Resources A

\I3\IC\TFTPRoot C

\I3\IC\Work C
Chapter 11: IC Setup Assistant 273

Post-Installation
Procedures
In this section
• Chapter 12: Post Installation-Configuration
• Chapter 13: Client Workstation Installations
Chapter 12: Post-Installation Configuration 275

Chapter 12: Post-Installation

Configuration
After IC Setup Assistant completes and you have rebooted the IC Server, perform
basic post-installation tasks to ensure that dial tone can be achieved after installation,
and verify that errors are not returned after the initial configuration is complete. The
IC software is complex; even the Event Viewer and the Services panel may not alert
administrators of other issues that sometimes only appear once the basic configuration
has been completed.
If you configured stations, users, workgroups, roles, and dial plan in IC Setup
Assistant, you simply need to verify these configurations. If you skipped configuring
any of these features, you must configure them in Interaction Administrator.
Note: If your IC license includes the Advanced Security feature, additional and/or
modified configuration tasks are required. For more information, see Interaction
Center Security Concepts in the Technical Reference Documents section of the IC
Documentation Library.
In this chapter
• Interaction Administrator
• System Administration procedures
• Complete additional telephony platform configuration
• Configure SIP lines
• Create line groups
• Create managed IP phones and associated SIP stations
• Configure lines connected to telephony boards
• Verify or create stations (station boards and non-managed IP phones)
• Verify or create users
• Allocate Access licenses
• Verify or create workgroups
• Verify or create roles
• Verify or create the dial plan
• Connect phones and set phones to active (managed IP phones are already set to
active)
• Test dial tone at stand-alone stations
• Test outside calls
• Test inbound calls
• Test DID calls
276 Interaction Administrator

• Test auto-attendant
• Install IC User Applications on client workstations
• Test Interaction .NET Client Edition phone on client workstations
• Test ACD
• Complete additional mail provider configuration
• Configure Interactive Update

Interaction Administrator
Interaction Administrator is an administration application installed with the IC
software. It is a graphical console that is used to create, configure, customize, and
maintain various aspects of the IC platform, such as lines, stations, managed IP
phones, licenses, users, workgroups, dial plan, etc.
Interaction Administrator divides the different areas into containers. The containers
hold the configuration information for the IC Server. Note the containers in the left
panel.
Chapter 12: Post-Installation Configuration 277

Interaction Administrator containers

For a description of the Interaction Administrator containers, see Interaction
Administrator online help.
278 System Administration procedures

System Administration procedures

Beginning in IC 3.0 Service Update (SU) 1, the System Administration Guide has been
replaced by the System Administration Procedures book within the Interaction
Administrator online help. The System Administration procedures are also included in
the Interaction Administrator online help printable, available in the IC Printable
Documentation install on the IC 3.0 SU 10 (NPT) product disc under Additional
Installs.
The System Administration procedures in Interaction Administrator help explain how
configure the following Interaction Administrator features:
• Users
• Lines
• Stations
• Workgroups
• Roles
• Dial plan
The System Administration procedures also explain how to configure the following
optional Interaction Administrator features:
• Account codes
• Wrap-up codes
• Private line assignment
• Station groups
• Call forwarding
• Call coverage
• Night call processing
• Forced authorization codes
• Call waiting
• Operator target
• Must Answer – Station group
• Message Waiting indicators
• ACD queues
• Custom Status to Play a .WAV file
The System Administration procedures also explain how to:
• Customize the default auto-attendant menu in Interaction Attendant
• Set up IC phone features for Polycom phones
Chapter 12: Post-Installation Configuration 279

Complete additional telephony platform configuration

Complete the additional configuration in Interaction Administrator required for the
telephony platform, as described in the appropriate telephony application note.
Additional Dialogic HMP configuration may include
• Define global configuration for SIP stations
• Configure SIP telephony parameters
• Configure SIP third party devices
Additional SIP/AudioCodes configuration may include
• Configure AudioCodes boards
• Define global configuration for SIP stations
• Configure SIP telephony parameters
• Configure SIP third party devices
Additional Aculab configuration may include
• Configure Aculab telephony parameters
• Configure Aculab-related server parameters
• Configure Aculab voice modules to identify the type of operations to support
• Configure channel banks
Additional Dialogic (board-based) configuration may include
• Configure Dialogic telephony parameters
• Configure Dialogic-related server parameters
• Configure channel banks
• Configure fax

Configure SIP lines

Two types of lines are needed for SIP implementations: 1) SIP lines for station-to-
station calls and registration groups (for managed IP phones) and 2) SIP line(s) for
outbound calls.
Important: If you plan to implement SIP line security (TLS/SRTP) for station-to-
station calls and managed IP phones, the Advanced Security feature license is
required.
In this section:
• SIP lines for station-to-station calls and registration groups
• SIP line security/Advanced Security Feature license
• SIP line for outbound calls
280 Configure SIP lines

SIP lines for station-to-station calls and registration groups

When you ran IC Setup Assistant, you entered information in the SIP Lines and
Default Registration Group screen that defined:
• Three default SIP station lines with transport protocols to be used for internal
station-to-station calls: <Stations-TCP>, <Stations-TLS>, and <Stations-UDP>.
• A default registration group for managed IP phones that controls how IC
communicates with the phones. The registration group contains one of the default
SIP lines (<Stations-TCP>).
When you open the Lines container in Interaction Administrator, these three default
lines are present. (The following figure also shows a SIP line for outbound calls:
SIP_Line_01, which was created post-installation.)

Lines container with default SIP lines for station-to-station calls plus SIP line for outbound calls
You may wish to use one or more of these lines, depending on your implementation
and licensing. The default <Stations-TCP>, <Stations-TLS>, and <Stations-UDP>
lines cannot be deleted, but they can be deactivated, if desired.
To further configure the default SIP lines, see Interaction Administrator online help
and the SIP Application Note.

SIP line security/Advanced Security feature license

If you plan to implement SIP line security (TLS/SRTP) for station-to-station calls and
registration groups (for managed IP phones), the Advanced Security feature license is
required.

To determine if you have the Advanced Security feature license

1. In Interaction Administrator, open the File menu and click License Management.
Chapter 12: Post-Installation Configuration 281

2. In the License Management screen, click the Features tab. In the list, look in
the Features list for the line that says I3_FEATURE_ADVANCED_SECURITY. If that
line is in the list, you have a license for the Advanced Security feature. If the list
contains no such line, then you do not have a license for the feature.

Advanced Security feature in the License Management screen

For information on SIP security features and configuration, see Interaction Center
Security Concepts in the Technical Reference Documents section of the IC
Documentation Library, in addition to Interaction Administrator online help and the SIP
Application Note.

Create SIP line for outbound calls

Typically only one SIP line for outbound calls needs to be configured, as a single SIP
line handles all resources. Multiple SIP lines may be used if the site is implementing
SIP regionalization. When a SIP line is created or modified, the changes take effect
immediately.

To configure a SIP line for outbound calls

1. In the Lines container, right-click in the right pane, and select New...

2. In the Add New Lines screen, select SIP.

282 Configure SIP lines

Add New Lines screen - SIP

3. In the Entry Name screen, enter the SIP line name.

Enter SIP line name

3. The SIP Line Configuration screen appears.

Chapter 12: Post-Installation Configuration 283

SIP Line Configuration screen

Fill in the configuration information as described in Interaction Administrator online
help and the SIP Application Note.

Create line groups

After lines are created, they are added to groups called line groups. Line groups serve
two primary purposes:
• Dial groups: A dial group is a group of lines that IC uses for outbound calls
• Reporting: Trunk group usage statistics for reporting on lines is performed
according to the group, rather than individual lines.
After creating the line, create a line group to contain that line. While a line will
typically only represent one gateway, a line group would commonly include many
lines, and thus represent many SIP gateways. When the line group is used as a dial
group, dial plan may select that line group for outbound calls and use any line in that
group, according to hunt group settings.

Create managed IP phones and associated SIP stations

After lines and line groups are created, you should create managed IP phones and SIP
stations. We recommend that you create managed IP phones and associated SIP
stations for the Polycom, Interaction SIP Station, and SIP Soft Phones in your
implementation following the IC Server installation.
The IC provisioning subsystem on the IC Server manages the configuration of Polycom
phones, Interaction SIP Station phones, and SIP Soft Phones for the purpose of
reducing initial IP phone configuration time and ongoing maintenance. The IC
284 Create managed IP phones and associated SIP stations

provisioning subsystem manages the IC features available on each phone, and also
updates the firmware and manages resetting the phones as needed.
The Managed IP Phones container in Interaction Administrator holds all Polycom
phones, Interaction SIP Station phones, and SIP Soft Phones managed by the IC
provisioning subsystem. The Managed IP Phones container also contains templates to
create new managed IP phones and the SIP stations associated with each, as well as
registration groups for organizing phones according to the sources of registration data.

The Managed IP Phones container in Interaction Administrator

The IC Managed IP Phones Administrator’s Guide in the IC Documentation Library
provides the complete instructions for creating managed IP phones and associated SIP
stations, including:
• Configure the network for managed IP phones
• Create individual managed IP phones for test purposes
• Create multiple managed IP phones using a CSV Managed IP Phone list
• Polycom administration: Additional configuration, troubleshooting, and boot and
provision sequences
• Interaction SIP Station administration: Set up, additional configuration,
troubleshooting, and boot and provision sequences
• SIP Soft Phone: Setup and configuration, troubleshooting, and setup and provision
sequences
• How registrations work (proxy settings)
Chapter 12: Post-Installation Configuration 285

Configure lines connected to telephony boards

Interaction Administrator uses the term “lines” as a generalized reference to individual
analog lines from a CO, a single ISDN B channel, a T-1 or E-1 channel, or as a tie line
between two switches. The term “interface” refers to the configurable properties of all
channels on digital trunk from a CO.
Each line from the CO needs to be configured in Interaction Administrator for use with
IC. Incoming lines are connected to telephony boards in the IC Server. Each of these
lines can be associated with one, many, or all stations (for example, workstations, fax
machines, stand-alone phones, etc.) connected to a station board in the server.
Station boards and line boards are connected to each other via bus (bus-device or
CTBus<H.100 Bus>) cable.
Configure the number of lines allocated in the IC license. While you can configure any
number of lines, the system will only process calls on the number of lines allocated in
the license.
In this section:
• Before you configure lines
• Configure analog lines
• Configure interfaces and digital lines

Before you configure lines

Before configuring a line connected to a telephony board on the IC Server, you should
have the following essential information:
• A list of telephone numbers provided by the local telephone company, one for each
line or channel.
• Knowledge of the telephony boards (for example, board type, board number,
number of ports, etc.) used in the IC Server.
• Knowledge of which telephone line is associated with each board and port in the
server.
• Knowledge of the purpose of each line you want to configure (for example, line
direction, caller ID usage, type of resource, etc.).
Contact your phone system service representative if you need information about the
first three requirements in this list.

Configure analog lines

The Add Analog Lines Assistant is a wizard that steps you through creating lines
connected to ports in analog telephony cards installed on the IC Server. You may want
to review the Dialogic Application Note for additional information on analog line
configuration.
286 Configure lines connected to telephony boards

1. Click the Interaction Administrator Lines container then click the Context Menu or
right-click in the right pane, and select Analog Lines Assistant.

Select Analog Lines Assistant

2. The Add Analog Lines Assistant Welcome screen appears.

Add Analog Lines Assistant – Welcome screen

Chapter 12: Post-Installation Configuration 287

3. Fill in the screens to complete these tasks:

• Select an analog board - Select a board to create lines. The listed boards
are boards that the system has detected.
• Select a port - Select available ports for the lines you will create. The Analog
Card and Board Number are based on the board you selected.
• Turn on Caller ID and DNIS - Select the checkboxes to enable Caller ID
and DNIS. Also, you can define your Caller ID format.
• Set the default line values - Enter telephone numbers, set line direction,
and activate the lines.
• Preview created lines - View the lines that will be created based on the
selections you have made in the previous pages. You can also modify phone
numbers for a selected line.
• Save results - Save the analog lines you created.
See the Interaction Administration online help for information on each field in the
Add Analog Lines Assistant.

Configure interfaces and digital lines

The Add Interface and Digital Lines Assistant is a wizard that steps you through
creating lines or channels on digital trunk cards installed on the IC Server. It enables
you to customize IC's interface to an entire digital trunk. You may want to review the
Aculab Application Note or the Dialogic Application Note for additional information on
interfaces and digital lines configuration.
Note: If you configured stations connected by a channel bank in IC Setup Assistant,
you may have already run the Add Interface and Digital Lines Assistant to create
channel bank interfaces needed to create stations on Aculab CAS protocol boards (T-1
or E-1).
1. Click the Interaction Administrator Lines container, then click the Context menu
or right-click in the right pane, and select Interface and Digital Lines
Assistant.
288 Configure lines connected to telephony boards

Select Interface and Digital Lines Assistant

2. The Add Interface and Digital Lines Assistant Welcome screen appears.

Add Interfaces and Digital Lines Assistant – Welcome screen

3. Fill in the screens to complete these tasks:

• Select a board - Select a board to create an interface and all its lines.
Chapter 12: Post-Installation Configuration 289

• Select an interface type - The type of board you selected determines what
type of an interface you can create.
• Set the default line values - Enter telephone numbers, set line direction,
and activate the lines.
• Enable ANI and DNIS - Select the checkboxes to turn on Caller ID and
DNIS for inbound calls.
• Configure SMDI - Select the checkbox to enable SMDI and set SMDI
options.
• Preview results - View the interfaces and digital lines based on the options
you selected.
• Save results - Save the interfaces and digital lines you created.
See the Interaction Administration online help for information on each field in the Add
Interface and Digital Lines Assistant.

Verify or create station configuration

Note: If you created managed IP phones in Managed IP Phones Assistant or
individually, skip this section. The associated SIP stations have already been created.
Review station configuration in the Interaction Administrator Stations container for
the stations you created for Aculab or Dialogic boards or for non-managed SIP
stations in IC Setup Assistant with Add Stations Assistant.
If you did not create stations for Aculab or Dialogic boards or for non-managed SIP
stations when you ran IC Setup Assistant, create them now in the Interaction
Administrator Stations container, using Add Stations Assistant or create them
individually.

Verify station board configuration

The following figure shows a Station Configuration screen for a SIP station with a
station board connection type (Dialogic (board-based)).
290 Verify or create station configuration

Station Configuration screen – Station Board

Ensure that each station created when you ran IC Setup Assistant has a station type,
extension, and the appropriate default station values for the station and connection
type.
If you assigned Basic Station licenses or other licenses when you ran IC Setup
Assistant, review the licenses assigned to each station. For information about
allocating licenses assigned to stations and users, see “Allocate Access licenses” in this
chapter.
For more information, see Interaction Administration online help or the Dialogic
Application Note or Aculab Application Note.

Verify non-managed SIP station configuration

The following figure shows a Station Configuration screen for the IP connection type
for non-managed IP phones.
Chapter 12: Post-Installation Configuration 291

Station Configuration screen – non-managed SIP station

Ensure that each station created when you imported a CSV SIP station list in IC Setup
Assistant has a station type, extension, and the appropriate default station values for
the station and connection type.
If you assigned Basic Station licenses or other licenses when you ran IC Setup
Assistant, review the licenses assigned to each station. For information about
allocating licenses assigned to stations and users, see “Allocate Access licenses” in this
chapter.
For more information, see the Interaction Administration online help or the SIP
Application Note.

Verify or create user configuration

Review user configuration in the Interaction Administrator Default User and Users
containers.
292 Verify or create user configuration

User Configuration screen

Ensure each user created when you ran IC Setup Assistant is allocated a station,
extension, and mailbox, and belongs to the appropriate workgroups and roles. See
Interaction Administration online help for information.
You can assign Client Access licenses, ACD Access licenses, and add-on licenses to
users in the Licensing tab now, or in the Licenses Allocation container. For
information, see “Allocate Access licenses” in this chapter.
Notes:
• If you did not create users when you ran IC Setup Assistant, create them now in
Add Users Assistant or create them individually. For information, see the
Interaction Administrator online help.
• For security reasons, we recommend that you do not select to automatically assign
user passwords in Add Users Assistant. Instead, set user passwords in the
Interaction Administrator Users container. Select all users with valid mailboxes,
right-click, and choose Set Password… From there you can generate a random
password that can be emailed to the users.
Chapter 12: Post-Installation Configuration 293

Allocate Access licenses

If you have not yet assigned Client Access licenses and ACD Access licenses to stations
and users, you can do so in the Interaction Administrator Licenses Allocation
container. You can also change the allocation, as needed.
The Licenses Allocation container in Interaction Administrator displays a list of all
known licenses. For each license, it shows:
• Name: License name
• Users: Number of users allocated to the license
• Stations: Number of stations allocated to the license
• Total: Total number of stations and users
• Threshold: Number of licensed objects allowable
• Notes: Text that appears if the count exceeds the number of licenses

Licenses Allocation container

Client Access license allocation

When you double-click on Client Access, the License Configuration – Client
Access screen appears. In this screen you can easily view which users and stations
are allocated to the license, as well as the License Threshold.
294 Allocate Access licenses

License Configuration for Client Access license screen

This screen is especially useful for assignments to an Access license because of the
overview it provides of users and stations at the same time.
The administrator can add or remove users and stations allocated to the license as
needed, while keeping within the License Threshold. To do this, highlight a user or
station and click Membership. The following screen appears.
Chapter 12: Post-Installation Configuration 295

Add or remove users or stations allocated to the Client Access license

Highlight a user or station and click Add or Remove as needed.

Basic Station license allocation

You can also allocate stations in the Basic Station license.
296 Verify or create workgroup configuration

License Configuration for Basic Station license screen

Notes
• Available Users is disabled, as only stations are assigned to the Basic Station
license.
• Workstation, Managed Workstation, Standalone Fax, Standalone Phone, and
Remote stations are all assigned a Basic Station license; these licenses are part of
the fixed usage count for these physical stations.
• Dynamic remote stations (when a remote phone number is used to log in to
Interaction Client) have no station associated with the user. However, when this
occurs, the system attempts to acquire a Basic Station license, which affects the
Basic Station usage count.

Verify or create workgroup configuration

Review workgroup configuration in the Interaction Administrator Workgroups
container.
Chapter 12: Post-Installation Configuration 297

Workgroup Configuration screen

Ensure that the workgroups created when you ran IC Setup Assistant are assigned
extensions and alerting options and contain the appropriate members.
See the Interaction Administration online help for information.
Note: If you did not create workgroups when you ran IC Setup Assistant, create them
now. For information, see Interaction Administrator online help and the System
Administration Guide.
298 Verify or create roles configuration

Verify or create roles configuration

Review roles configuration in the Interaction Administrator Roles container.

Roles Configuration screen

Ensure that the default roles and any new roles you created when you ran IC Setup
Assistant contain the appropriate members.
See the Interaction Administration online help for information.
Note: If you did not create roles when you ran IC Setup Assistant, create them now.
For information, see Interaction Administrator online help and the System
Administration Guide.
Chapter 12: Post-Installation Configuration 299

Verify or create the dial plan

IC supports two dial plans:
• The regional dial plan, enhanced for SIP, was introduced in IC 2.4. The regional
dial plan has an .i3dplan extension. For more information, see IC Regionalization
and Dial Plan in the Technical Reference Documents section of the IC
Documentation Library.
• The old dial plan used in pre-IC 2.4 releases. The old dial plan has an .i3pnum
extension. For more information, see IC Dial Plan in the Technical Reference
Documents section of the IC Documentation Library.
Verify the dial plan created when you ran IC Setup Assistant in the Interaction
Administrator Phone Numbers container. The screens differ depending on whether a
regional dial plan or old dial plan is active.
Note: If you skipped dial plan creation when you ran IC Setup Assistant, we
recommend that you re-run Setup Assistant to create a dial plan or import an existing
dial plan (see “Re-run IC Setup Assistant” in Chapter 11). You can also perform these
procedures in Interaction Administrator, but they are simpler and more automated in
IC Setup Assistant.
Perform any additional dial plan configuration in Interaction Administrator.

Verify a regional dial plan

1. In the Interaction Administrator Phone Numbers container, right-click on
Configuration and select Properties.
If you created a dial plan when you ran IC Setup Assistant or imported a regional
dial plan file, the Phone Number Configuration screen displays the Regional
Dial Plan tab.
300 Verify or create the dial plan

Phone Number Configuration – Regional Dial Plan screen

2. Click Simulate Call.

Simulate Call – Regional Dial Plan screen

3. In the Call Input section, enter the Number you wish to test.
Chapter 12: Post-Installation Configuration 301

4. Click Simulate Call --> to verify call results and input pattern.
See the Interaction Administration online help for information.

Verify an old dial plan

1. In the Interaction Administrator Phone Numbers container, right-click on
Configuration and select Properties.
If you imported an old dial plan file, the Phone Number Configuration screen
displays the Old Dial Plan tab.

2. Click Simulate Call.

3. In the Call Input section, enter the Number you wish to test.

4. Click Simulate Call --> to verify call results and input pattern.
See the Interaction Administration online help for information.

Connect phones and set lines to active

Note: If you created managed IP phones, this task is not necessary, as managed IP
phones are automatically set to active.
Connect stand-alone phones to the lines and set the lines to Active in the Interaction
Administrator Lines container.

Set line to Active

Plug the phone in the proper port. See the appropriate telephony application note
complete instructions and port information.
302 Complete additional mail provider configuration

Complete additional mail provider configuration

Complete any additional configuration required for your mail provider(s) in the
Interaction Administrator Mail container. For example:
• Exchange Web Services configuration for users and workgroups, and to retrieve
private contacts
• Novell GroupWise configuration, including Trusted Application File
For more information about:
• Exchange Web Services, see Exchange Web Services Support for IC Technical
Reference in the IC Documentation Library.
• Exchange MAPI and all other mail providers, see Chapter 6: “Mail System” in this
guide.

Test dial tone at stand-alone stations

Important: A Basic Station license must be assigned to any station used for testing
calls on stand-alone phones and calls on Interaction Client phones on client
workstations.
To perform the test for dial tone at stand-alone stations

1. Pick up the stand-alone station handset and listen for dial tone.
Note: Make sure the phone is plugged into the proper port.

Test outside calls

To perform the test for outside calls

1. Pickup the handset and listen for dial tone.

2. Dial an outside number.

Note: Make sure the phone is plugged into the proper port.

Test inbound calls

To perform the test for inbound calls

1. Pickup the handset from a phone not connected to the IC system.

2. Dial a number of a line that you have configured and assigned to a stand-alone
phone in Interaction Administrator.

3. Answer the incoming call.

Chapter 12: Post-Installation Configuration 303

Note: Make sure the phone is plugged into the proper port.

Test DID calls

To perform the test for DID calls

1. Pickup the handset from a phone not connected to the IC system.

2. Dial a number you have configured as DID in Interaction Administrator.

3. Answer the call on the stand-alone phone you assigned to the DID number.
Note: Make sure the phone is plugged into the proper port.

Test auto-attendant
IC Setup Assistant generates a default auto-attendant menu with "out-of-the-box
features.” When you ran IC Setup Assistant, you may have performed additional auto-
attendant configuration such as default hours of operation and group call processing
(CIC only).
When IC Setup Assistant completes, the auto-attendant menu is operational on the IC
server. It is not necessary to perform any further configuration in Interaction
Attendant, unless you wish to make further customizations. For more information,
see the System Administration Guide and Interaction Attendant online help.
Default auto-attendant menu
This is the default auto-attendant menu that is installed with IC. For additional
information, see the System Administration Guide.
304 Test auto-attendant

Default auto-attendant menu

IC Setup Assistant created a CompanyOperator workgroup and an Operator user

queue. Incoming calls are routed to the Operator queue first, and then rolled to the
CompanyOperator workgroup. If persons in your company assist the primary operator,
you should add their names to the CompanyOperator workgroup.
Test the default auto-attendant menu

1. First, change the "Operator" user's status to "Available" in Interaction

Administrator. When IC Setup Assistant created the attendant default menu, it set
the status for the "Operator" user to "Do Not Disturb". If the "Operator" with a "Do
Not Disturb" status receives a call, then the user monitoring the Operator Queue
will not get alerted.

2. Pick up the handset from a phone not connected to the IC system.

Chapter 12: Post-Installation Configuration 305

3. Dial the number of a line that you have configured and assigned to your IC
system.

4. Make sure you hear the main greeting, "Thank you for calling" WAV file.

Install IC User Applications on client workstations

Run the IC User Applications install to install Interaction Client on client workstations.
This is necessary to fully test IC functionality. See:
• Chapter 4: “Client Workstation” in this guide for client workstation requirements
• Chapter 13: “Client Workstation Installations” in this guide for installation
procedures

Test Interaction Client .NET Edition phone on client

workstations
Once Interaction Client is installed on client workstations, perform these tests.
Important: A Client Access license must be assigned to any station/user used for
testing calls on Interaction Client phones on client workstations.
Test calls made from the Interaction Client workstation handset

1. Start Interaction Client on the client workstation.

2. Pickup the handset connected to the workstation and listen for dial tone.

3. Make an outside or internal call.

4. Make sure the call shows up in the My Interactions page of Interaction Client.
Test calls made from Interaction Client

1. Start Interaction Client on the client workstation.

2. Type in a valid number (external or internal) in the Number field in Interaction

Client and press the call button.

3. Make sure the call shows up in the My Interactions page of Interaction Client.
Note: Chat requires IC Web Services. IC Setup Assistant does not configure IC Web
Services. For information on IC Web Services, see Chapter 14: “Optional Installations
and Additional Functionality.”
306 Test ACD

Test ACD
Important: An ACD Access license must be assigned to any station/user used for
testing ACD calls.

Test for ACD functionality on IC systems

1. Pickup the handset from a phone not connected to the IC system.

2. Dial the number you have configured and assigned to IC.

3. After you hear the main greeting, dial "0" to see if you are sent to the Operator
queue.

Configure Interactive Update

We recommend that you review Interactive Update in the Technical Reference
Documents section of the IC Documentation Library to learn about the various
Interactive Update configuration tasks and options. For example:
• Specify a list of peer update servers to replace Interactive Update Provider in case
it does not respond to client requests.
• Grant designated users access to Interactive Update Provider.
• Specify how updates will be available to client workstations. For example, specify a
different interval and time for automatic downloads other than the default setting
of daily at 2:00 a.m., or set and configure Interactive Update in manual mode.
• Monitor Interactive Update activity – manage updates and update history.
Chapter 13: Client Workstation Installations 307

Chapter 13: Client Workstation

Installations
This chapter describes how to install the IC client workstation applications by running
Setup.exe from the appropriate workstation application share on the IC Server.
Alternatively, the administrator can use group policy deployment to install IC client
workstation applications.
In this chapter
• What is new in IC 3.0 SU 10 (NPT) for workstation installations?
• IC User Applications
• IC Business Manager Applications
• IC Server Manager Applications
• Group Policy deployment
• IC client-side applications in Citrix and Terminal Services environments
• Interactive Update Client
• (IC 3.0 SU 11 and later) Fax support on 64-bit workstations running IC User
Applications

What is new in IC 3.0 SU 10 (NPT) for workstation

installations?
This section describes important changes to IC 3.0 workstation installations for IC 3.0
SU (NPT) and later.
In this section
• Workstation application install share directory contents for IC 3.0 SU 10 (NPT) and
later
• Interactive Update Client

Workstation application install share directory contents for IC 3.0 SU

10 (NPT) and later
The following table shows the IC client workstation application shares on the IC Server
for IC 3.0 SU 10 (NPT) and later:
308 What is new in IC 3.0 SU 10 (NPT) for workstation installations?

• The IC_UserApps, IC_BusinessManagerApps, IC_ServerManagerApps, and

IC_ScreenRecorderCaptureClient shares were created by the IC 3.0 SU 10 (NPT)
IC Server installation/update.
• The IC_Update share was created by the Interactive Update Provider install run as
part of the IC 3.0 SU 10 (NPT) Server installation/update.

Installation Share Contents

program

IC User IC_UserApps \backup

Applications \Plugins
ICUserApps_SU10.msi
ICUserApps_SU##.msp
ICUserApps_Lang_##.mst
Setup.exe

IC Business IC_BusinessManagerApps \backup

Manager ICBusinessManagerApps_SU10.msi
Applications
ICBusinessManagerApps_SU##.msp
ICBusinessManagerApps_Lang_##.mst
Setup.exe

IC Server IC_ServerManagerApps \backup

Manager ICServerManagerApps_SU10.msi
Applications
ICServerManagerApps_SU##.msp
ICServerManagerApps_Lang_##.mst
Setup.exe

Interaction IC_ScreenRecorderCaptureClient \backup

Screen ScreenRecorderCaptureClient_SU10.msi
Recorder
Capture ScreenRecorderCaptureClient_SU##.msp
Client ScreenRecorderCaptureClient_Lang_##.mst
Setup.exe

Interactive IC_IUpdate IUpdateClient.msi

Update IUpdateClient_SU##.msp
Client
IUpdateClient_Lang_##.mst
Setup.exe

Here is a description of the IC 3.0 SU 10 (NPT) workstation application install share

directory contents. In the examples below, the string “{Install_Name}” is used in
place of the names such as “IC_UserApps” or “IUpdateClient” to address all the
workstation applications at the same time.
Chapter 13: Client Workstation Installations 309

\backup directory
The \backup directory is empty following a new IC 3.0 SU 10 (NPT) installation or an
IC 2.x to 3.0 SU 10 (NPT) upgrade installation. Future IC 3.0 SU’s will back up the
previous IC 3.0 SU-related files of any post IC 3.0 SU 10 (NPT) SU, such as the .msp
and .mst files. The .msi file will remain in place.

\Plugins directory (for IC User Applications only)

The \Plugins directory is empty by default. Licensed add-on IC User Applications such
as Interaction Tracker will place files in the \Plugins directory, to be installed when IC
User Applications are installed.

{Install_Name}_SU10.msi
As an example, ICUserApps_SU10.msi is the IC 3.0 SU 10 (NPT) IC User Applications
install for English and other languages.
Note: The IC 3.0 SU 10 (NPT) .msi’s contain the localized binaries for all supported
languages for the IC client workstation application installs. In IC 3.0 GA through SU9,
the localized binaries for all supported languages were contained in the IC 3.0 SU 1
though 9 .msp’s.

{Install_Name}_SU##.msp
Once IC 3.0 SU 11 and later are available, an .msp file may be present in the
workstation application share.
As an example, ICUserApps_SU##.msp, where ## = IC 3.0 SU 11 or later, is the IC
User Applications SU component for English and other languages.
Note: Since Interactive Update is now a separate product on a separate release
cycle, IUpdateClient_SU##.msp in the IC_Update share represents Interactive Update
1.0 SU 8 or later. For more information, see the Interactive Update 1.0 Support site at
https://my.inin.com/support/products/IUpdate10/Pages/default.aspx.

{Install_Name}_Lang_##.mst
If one or more Language Packs are installed on the IC Server, an .mst file(s) is
present in the workstation application share.
As an example, ICUserApps_Lang_##.mst, where ## = the language, contains
localized strings for the IC User Applications install GUI for a specific language (for
example, ja for Japanese). If multiple Language Packs were installed, there will be
multiple .mst files, one for each language.
Note: In the case of Interactive Update, the IC_Update share contains .mst files for
the Interactive Update Client install GUI for all supported languages, regardless of
whether Language Packs(s) are installed on the IC Server.
310 IC User Applications

A new version of the .mst file may be included with future SU’s. If that occurs, the
original version will be moved to the \backup directory during the SU application.

Setup.exe
Setup.exe is the tool to use when manually installing any workstation applications
(English and other languages). Setup.exe uses the .msi, .msp, and .mst files to enable
the user to choose both the language that the workstation application install is
displayed in and the localized versions of the workstation applications to install. It also
automatically applies the most recent patch (.msp) found in the workstation
application share directory.
A new version of Setup.exe may be included with future SU’s. If that occurs, the
original version will be moved to the \backup directory during the SU application.
Note: Starting with IC 3.0 SU 10 (NPT), Setup.exe is included in each workstation
application install (English) share. For IC 3.0 GA through SU 9, Setup.exe was included
in workstation application install shares for supported languages installed with
Language Packs only.
For IC 3.0 SU 10 (NPT) and later, we recommend running Setup.exe in each
workstation application install share to install/update workstation
applications.

Interactive Update Client

Starting with IC 3.0 SU10 (NPT), Interactive Update Client becomes a separate
product, and is no longer included with workstation application and other IC product or
component installs. In order for workstations to receive updates from Interactive
Update Provider on the IC Server, the Interactive Update Client must be installed
as a separate step.
As with all other workstation applications, we recommend running Setup.exe in
the IC_IUpdate share to install/update Interactive Update Client on each
workstation running IC workstation applications.

IC User Applications
The IC User Applications installation program installs Interaction Client .NET Edition,
Interaction Client Outlook Edition, Interaction Fax, Interaction Voicemail Player, SIP
Soft Phone, and additional Interaction Client features such as Windows Call Control
Toolbar and Outlook Dialing on client workstations.
Notes
• Other IC User Applications, such as Interaction Tracker Client and Interaction
Process Automation, are available in Interaction Client, if licensed.
Chapter 13: Client Workstation Installations 311

• A new Interaction Fax print driver is automatically installed on 32-bit workstations

running IC User Applications in IC 3.0 SU 11 and later.

In this section
• IC User Applications requirements
• Install IC User Applications
• Install Interactive Update Client
• Verify FQDN resolution to ensure client connectivity with the host IC Server
• IC User Applications post-installation procedures
• Modify, repair, or remove IC User Applications

IC User Applications requirements

Before installing IC User Applications, make sure you have fulfilled the client
workstation requirements, as described in Chapter 4: “Client Workstation,” including:
• Microsoft .NET Framework 3.0 is installed on client workstations. If Microsoft
.NET Framework 3.0 is not already installed, you can install it from the
IC_ClientPreReqs share on the IC Server.
• Additional requirements discussed in Chapter 4, for example, Microsoft
DirectX for Interaction Voicemail Player, Microsoft Outlook for Interaction Client
Outlook Edition, and appropriate server components for Interaction Fax, SIP Soft
Phone, and additional Interaction Client features such as IC Integration to
Microsoft Dynamics CRM.
• Users/stations licensed and configured for Client Access licenses as described
in Chapter 12: “Post-Installation Configuration.”
• The person installing IC User Applications must have administrative privileges on
the local machine.
• MSI logging enabled on client workstations that will be running IC User
Applications
• Close Microsoft Outlook and any other applications running on the workstation.
Turn off virus scanning.
• Do not use Terminal Services to remotely install IC User Applications.

Install IC User Applications

This section describes how to install IC User Applications.
312 IC User Applications

To install IC User Applications

1. On the client workstation, select Start…Run. Type \\servername\IC_UserApps,

where “servername” is the IC Server name.
Click Setup.exe to launch the IC User Applications install.

Setup.exe in the IC_UserApps share on the IC Server

Note: Other files may also be present in the share. See “Workstation application
install share directory contents” earlier in this chapter.

2. In the Localized Setup screen, select English from the drop down list and click
OK.

Select English from the drop down list

3. Click Next to proceed past the Welcome screen.

Chapter 13: Client Workstation Installations 313

IC User Applications - Welcome screen

4. In the Custom Setup screen, the default applications/features are Interaction

Client .NET Edition, Interaction Voicemail Player, and Interaction Fax. Please note
that Additional Features expands to display a number of optional Interaction Client
features.
Select or de-select applications/features as needed and click Next.
Note: We recommend that you keep the default location of C:\Program
Files\Interactive Intelligence where the IC User Applications will be installed. If you
wish to change the default location, use the Browse button.
314 IC User Applications

IC User Applications - Custom Setup screen

The following table provides a description for each of the applications/features.
Feature Default Description
Component Selection

Languages Yes The English IC User Applications is the default selection.

Other languages are available to select if the
Language Pack(s) were installed as part of the New
Installation Task List.

Interaction Client Yes Standard version of the Interaction Client. Feature-rich,

.NET Edition provides low bandwidth usage for larger deployments.

Interaction Client -- Version of Interaction Client that is fully integrated with

Outlook Edition Microsoft Outlook. Contains most of .NET Edition
features.

Additional -- Select additional Interaction Client .NET and Outlook

Features Edition features.

-Windows Call -- Adds a call control toolbar to the Windows system tray or
Control Toolbar desktop.
Note: The Windows Control Toolbar is not supported in
Windows 7.
Chapter 13: Client Workstation Installations 315

Feature Default Description

Component Selection

--MSCRM -- Integrates Interaction Client .NET or Outlook Edition

Integration within Microsoft Dynamics CRM. Performs call handling
functions from Windows Call Control Toolbar.

-Outlook Dialing -- Dial from Microsoft Outlook and TAPI/TSP-compatible

applications.

-Internet -- Dial the currently selected text on a web page in Internet

Explorer Explorer.
Integration

-MS Great Plains -- Integrates Interaction Client .NET or Outlook Edition

Integration within Microsoft Dynamics Great Plains. Performs call
handling functions from Great Plains.

Interaction Yes Enables users to play voicemail messages directly from

Voicemail Player e-mail and control message playback.

Interaction Fax Yes Enables users to send, receive, print, annotate, and
rotate faxes; as well as monitor the fax queue.

SIP Soft Phone -- Delivers audio through a USB headset on a workstation

or laptop. Works with Interaction Client .NET Edition or a
basic call control interface.

Note: Other IC User Applications such as Interaction Tracker and Interaction

Process Automation, are available to select, if licensed.

5. In the IC Server Name screen, type the name of the host IC Server and click
Next.
316 IC User Applications

IC User Applications - IC Server Name screen

Notes:

• If you have a Switchover system and you created the DNS A name record pair
as part of the IP phone network configuration for managed IP phones, do not
use the “A” name here. Use one of the IC Server names. We recommend
using a fully qualified domain name (FQDN), not a short name.
• Once you have completed this installation, refer to the section below to verify
fully qualified domain name (FQDN) resolution to ensure client connectivity
with the host IC Server.

6. When you are ready to begin the installation, click Install.

Chapter 13: Client Workstation Installations 317

Ready to install Interaction Center User Applications screen

As the installation continues, a status bar indicates the progress.

Installing Interaction Center User Applications screen

318 IC User Applications

7. When the installation is complete, click Finish in the Completed Interaction

Center User Applications Setup screen.

IC User Applications – Completed Setup screen

8. The IC User Applications can be launched from the shortcuts on the desktop:

IC User Applications desktop shortcuts

The IC User Applications can also be launched from
Start…Programs…Interactive Intelligence.
Chapter 13: Client Workstation Installations 319

Install Interactive Update Client

Starting with IC 3.0 SU 10 (NPT), the Interactive Update Client must be installed as a
separate step.
Once you have installed Interactive Update Client on the workstation, the Interactive
Update Client service will check for updates to IC User Applications and any other
workstation applications or other IC products or components on the workstation.

To install Interactive Update Client

1. On the client workstation, select Start…Run. Type \\servername\IC_IUpdate,

where “servername” is the IC Server name.
Click Setup.exe to launch Interactive Update Client install.

Setup.exe in the IC_IUpdate share on the IC Server

Note: Other files may also be present in the share. See “Workstation application
install share directory contents” earlier in this chapter.

2. In the Localized Setup screen, select English from the drop down list and click
OK.
320 IC User Applications

Select English from the drop down list

3. Click Next to proceed past the Welcome screen.

Interactive Update Client - Welcome screen

4. In the Interactive Update Provider Server screen, type the name of the
Interactive Update Provider server (host IC Server) and click Next.
Chapter 13: Client Workstation Installations 321

Interactive Update Client – Interactive Update Provider Server screen

Notes:
• If you have a Switchover system and you created the DNS A name record pair
as part of the IP phone network configuration for managed IP phones, do not
use the “A” name here. Use one of the IC Server names.
• Once you have completed this installation, refer to the section below to verify
fully qualified domain name (FQDN) resolution to ensure client connectivity
with the host IC Server.

5. When you are ready to begin the installation, click Install.

322 IC User Applications

Ready to install Interactive Update Client screen

As the installation continues, a status bar indicates the progress.

Installing Interactive Update Client screen

Chapter 13: Client Workstation Installations 323

6. When the installation is complete, click Finish in the Completed Interactive

Update Client Setup screen.

Interactive Update Client – Completed Setup screen

7. Immediately following the Interactive Update Client installation, the Interactive

Update Client service looks for any Interactive Intelligence products or
components such as workstation applications and Language Packs installed on the
workstation. It displays one of the following notices:
• "Your Interactive Intelligence software is currently up to date."
This indicates that no updates were available. If this notice displays, proceed
to the next step.
• "An Interactive Intelligence software update is ready to be installed.
Please click here to begin."
This indicates that updates are available. If this message displays, click on the
notice to open a wizard that will walk you through the process of downloading
and applying the updates. A reboot may be required. Make sure all updates
have been downloaded an applied before proceeding to the next step.

8. Reboot after the Interactive Update Client service has checked for updates and
applied them if available, so that updates will take effect immediately.
324 IC User Applications

Verify FQDN resolution to ensure client connectivity with the host IC

Server
The network administrator should perform the following procedure to verify fully
qualified domain name (FQDN) resolution to ensure client connectivity with the host IC
Server. This simple procedure can be performed at any point after the host IC Server
has been joined to the domain. If the IC Servers are part of a Switchover pair, be sure
to verify FQDN resolution from a workstation for both servers.

1. In a command window from the workstation, ping the short name of the host IC
Server.

2. Obtain the IP address from the ping and perform an NSlookup on the IP address.
This procedure can also be performed as a troubleshooting step to rule out FQDN if the
client fails to connect to a host IC Server.

IC User Application post-installation procedures

Interaction Client .NET Edition and the other IC User Applications have full-featured
online help systems, available from the Help menu in the appropriate application and
in the IC Documentation Library. We recommend that you review these help systems
for any post-installation configuration procedures that may be required before users
can start making calls, sending faxes or voicemail, etc.

SIP Soft Phone

If you are implementing the SIP Soft Phone, review the SIP Soft Phone Administrator’s
Guide in the Technical Reference Documents section of the IC Documentation Library
for configuration and provisioning information.

Each SIP Soft Phone must be implemented as a managed IP phone

For instructions, see “Create Managed IP phones” in Chapter 12 of this guide.

SIP Soft Phone online help

Also review the following topics in SIP Soft Phone online help:
• Starting SIP Soft Phone
• SIP Soft Phone Provisioning Wizard (set speaker and microphone setting for the
SIP Soft Phone.)
• Auto Tuning Wizard (configure the SIP Soft Phone to use the USB headset device)
Chapter 13: Client Workstation Installations 325

SIP Soft Phone and VLAN’s

The SIP Soft Phone itself cannot manage what VLAN its traffic uses. For information on
possible ways to use the SIP Soft Phone in conjunction with VLAN’s, see the SIP
Application Note.

Modify, repair, or remove IC User Applications

Follow these steps to add or remove individual IC 3.0 SU 10 (NPT) IC User Application
components, or repair or remove all currently installed IC User Applications.

1. Select Start…Settings…Control Panel…Add or Remove Programs in the

Windows XP Control Panel or Start…Settings…Control Panel…Programs and
Features in the Windows Vista Control Panel.

2. Highlight Interaction Center User Applications and select Change.

Note: If you wish to remove all currently installed IC User Applications, you can
select Remove to silently remove the applications from this location without any
further screen prompts.

In Add or Remove Programs, select Change to modify, repair, or remove IC User Applications

3. Click Next to proceed past the Welcome screen.

326 IC User Applications

Welcome screen – Change or remove

4. Select the desired option in the Change, repair, or remove installation screen.

Change, repair, or remove installation screen

Chapter 13: Client Workstation Installations 327

Change
Select this option to add or remove individual IC User Application components. The
Custom Setup screen will prompt you to select or de-select the
applications/features you wish to add or remove.

Repair
Select this option to restore the most recent installation of IC User Applications if
you are experiencing problems with Interaction Client or any of other applications.
The IC Server Name screen appears so that you can change the server name in
case the registry entry was corrupted.

Remove
Select this option to remove all currently installed IC User Applications.

IC Business Manager Applications

The IC Business Manager Applications installation program installs Interaction
Supervisor, Interaction Recorder Client, and Interaction Fax Cover Page Editor and
other IC Business Manager Applications on business manager/administrator
workstations.
Note: Other IC Business Manager applications, such as Interaction Feedback,
Interaction Process Automation, and Interaction Recorder Client for IC Business
Manager are available with the appropriate license.
In this section
• IC Business Manager Applications requirements
• Install IC Business Manager Applications
• Install Interactive Update Client
• Verify FQDN resolution to ensure client connectivity with the host IC Server
• IC Business Manager Applications post-installation procedures
• Modify, repair, or remove Business Manager Applications

IC Business Manager Applications requirements

Before installing IC Business Manager Applications, make sure you have fulfilled the
client workstation requirements, as described in Chapter 4: “Client Workstation,”
including:
328 IC Business Manager Applications

• Microsoft .NET Framework 3.0 is installed on business manager/administrator

workstations. If Microsoft .NET Framework 3.0 is not already installed, you can
install it from the IC_ClientPreReqs share on the IC Server.
• Additional requirements discussed in Chapter 4, for example, appropriate
licensing for Interaction Supervisor plugins (including Historical Reporting and
Interaction Report Assistant) and Interaction Recorder Client, and appropriate
server components already installed for Interaction Supervisor, Interaction
Recorder Client, and Interaction Fax Cover Page Editor.
• The person installing IC Business Manager Applications must have administrative
privileges on the local machine.
• MSI logging enabled on workstations that will be running IC Business Manager
Applications
• Close Microsoft Outlook and any other applications running on the workstation.
Turn off virus scanning.
• Do not use Terminal Services to remotely install IC Business Manager
Applications.

Install IC Business Manager Applications

Installing IC Business Manager Applications is similar to installing IC User Applications.
Follow the instructions in “Install IC User Applications” in this chapter with the
following specifics for IC Business Manager Applications:

1. On the client workstation, select Start…Run. Type

\\servername\IC_BusinessManagerApps, where “servername” is the IC Server
name. Click Setup.exe to launch the IC Business Manager Applications install.

2. In the Custom Setup screen, the default selection is all applications selected. De-
select any applications that you don’t wish to install.
The following table provides a description for each of the default applications.
Feature Component Description

Interaction Supervisor Monitors statistics for agents, stations, etc. Historical

Reporting and Interaction Report Assistant included if
licensed.

Interaction Recorder Enables administrators and users to search, sort, listen to,
Client and archive interaction recordings from workstations.

Interaction Fax Cover Design Interaction Fax cover pages and edit standard
Page Editor templates available to users.
Chapter 13: Client Workstation Installations 329

Note: Other IC Business Manager applications, such as Interaction Feedback,

Interaction Process Automation, and Interaction Recorder Client for IC Business
Manager are available to select, with the appropriate licenses.

Install Interactive Update Client

If Interactive Update Client has not yet been installed on the workstation on which IC
Business Manager Applications is installed, install it now. See “Install Interactive
Update” in “IC User Applications” earlier in this chapter.

Verify FQDN resolution to ensure client connectivity with the host IC

Server
Following the IC Business Manager Applications installation, follow the instructions in
“Verify FQDN resolution to ensure client connectivity with the host IC Server” as
described in the “IC User Applications” section if you have not yet done so for this
workstation.

IC Business Manager Application post-installation procedures

Interaction Supervisor and the other IC Business Manager Applications have full-
featured online help systems, available from the Help menu and the IC Documentation
Library. We recommend that you review these help systems for any post-installation
configuration procedures that may be required before business managers can start
using these applications. For example:
• For monitoring within Interaction Supervisor, see the Interaction Supervisor
User Guide, System Monitoring Guide and Workgroup Monitoring Guide online
help.
• For reporting within Interaction Supervisor, see IC Historical Reporting online
help and the following documents available in the Technical Reference Documents
section of the IC Documentation Library: Reporting Guide, Advanced Reporting
Guide, and Interaction Report Assistant User Guide.
• For Interaction Recorder Client, see Interaction Recorder Client online help and
Installing and Configuring Interaction Recorder in the Technical Reference
Documents section of the IC Documentation Library.

Modify, repair, or remove IC Business Manager Applications

Please refer to “Modify, repair, or remove IC User Applications” in this chapter.
330 IC Server Manager Applications

IC Server Manager Applications

The IC Server Manager Applications installation program installs Interaction
Administrator, Interaction Attendant, Interaction Designer, and other IC system-
related administrator applications on administrator workstations.
Note: Other IC Server Manager applications, such as Interaction Process Automation
are available, with the appropriate license.
In this section
• IC Server Manager Applications requirements
• Install IC Server Manager Applications
• Install Interactive Update Client
• Verify FQDN resolution to ensure client connectivity with the host IC Server
• IC Server Manager Applications post-installation procedures
• Modify, repair, or remove IC Server Manager Applications

IC Server Manager Applications requirements

Before installing IC Server Manager Applications, make sure you have fulfilled the
client workstation requirements, as described in Chapter 4: “Client Workstation,”
including:
• Microsoft .NET Framework 3.0 is installed on administrator workstations. If
Microsoft .NET Framework 3.0 is not already installed, you can install it from the
IC_ClientPreReqs share on the IC Server
• The person installing IC Server Manager Applications must have administrative
privileges on the local machine.
• MSI logging enabled on workstations that will be running IC Server Manager
Applications
• Close Microsoft Outlook and any other applications running on the workstation.
Turn off virus scanning.
• Do not use Terminal Services to remotely install IC Server Manager Applications.

Install IC Server Manager Applications

Installing IC Server Manager Applications is similar to installing IC User Applications.
Follow the instructions in “Install IC User Applications” in this chapter with the
following specifics for IC Server Manager Applications:

1. On the client workstation, select Start…Run. Type

\\servername\IC_ServerManagerApps, where “servername” is the IC Server name.
Click Setup.exe to launch the IC Server Manager Applications install.
Chapter 13: Client Workstation Installations 331

2. In the Custom Setup screen, the default selection is all applications selected. De-
select any applications that you don’t wish to install.
The following table provides a description for each of the default applications.
Feature Component Description

Interaction Designer Design tool for creating, modifying, and debugging

handlers.

Interaction Administrator application for configuring most behavior in

Administrator IC including users, workgroups, stations, lines, ACD, dial
plans, client appearance, security, etc.

Interaction Attendant Administrator application for configuring auto-attendant

functionality for the IC Platform.

IC System Manager Manages subsystems when IC is started as service. IC

System Manager can query, stop, restart, configure, and
trace IC subsystems.

Interaction Host Required on administrator workstations when using the Host

Recorder Client tools.

Interaction SOAP Tracer Debugs SOAP messages between IC and SOAP Notifier COM
or ISAPI listener. Required on administrator workstations
when using SOAP tools.

Note: Other IC Server Manager applications, such as Interaction Process

Automation are available to select, with the appropriate licenses.

3. In the IC Server Name screen, if you have a Switchover system and you created
the DNS A name record pair as part of the IP phone network configuration for
managed IP phones, do not use the “A” name here. Use one of the IC Server
names. We recommend using a fully qualified domain name (FQDN), not a short
name.

Install Interactive Update Client

If Interactive Update Client has not yet been installed on the workstation on which IC
Server Manager Applications is installed, install it now. See “Install Interactive Update”
in “IC User Applications” in this chapter.

Verify FQDN resolution to ensure client connectivity with the host IC

Server
Following the IC Server Manager Applications installation, follow the instructions in
“Verify FQDN resolution to ensure client connectivity with the host IC Server” as
described in the “IC User Applications” section if you have not yet done so for this
workstation.
332 Group Policy deployment

IC Server Manager Application post-installation procedures

Interaction Administrator, Interaction Attendant, Interaction Designer, and the other
IC Server Manager Applications have full-featured online help systems, available from
the Help menu and the IC Documentation Library. We recommend that you review
these help systems for any post-installation configuration procedures that may be
required before administrators can start using these applications.

Modify, repair, or remove IC Server Manager Applications

Please refer to “Modify, repair, or remove IC User Applications” in this chapter.

Group Policy deployment

IC administrators may prefer to silently install IC client workstation applications using
Group Policy deployment, instead of performing individual installations on hundreds of
workstations. In a Group Policy deployment, users do not see any windows or enter
any input during the installation.
See Installing IC Applications Using Group Policy Deployment in the Technical
Reference Documents section of the IC Documentation Library for instructions.

IC client-side applications in Citrix and Terminal Services

environments
At the time of IC 3.0 SU 10 (NPT), Interactive Intelligence supports Interaction Client
.NET Edition, Interaction Client Outlook Edition, Interaction Fax, Interaction
Supervisor, and Interaction Recorder Client, and Interaction Screen Recorder Capture
Client in the following remote application server environments:
• Citrix® Presentation Server™ 4.0 and 4.5 on a Windows 2003 server
• Terminal Services on a Windows 2003 server
Multi-platform and remote users are encouraged to run these supported IC client-side
applications with the Citrix or Terminal Services client.
Support for additional IC client-side applications may be available in a Service Update.
Check the system software requirements on the Support Web site at
https://my.inin.com/support/products/ic30/Pages/Software-Requirements.aspx for
updates to this support statement.

Notes
• The SIP Soft Phone is not supported on Citrix or Terminal Services
servers. However, a .NET Client, hosted on Citrix or Terminal Services may be
paired in combination with a SIP Soft Phone deployed on the user's host
(workstation) machine with a local USB device.
Chapter 13: Client Workstation Installations 333

• The Windows Call Control Toolbar and the Microsoft CRM Integration Toolbar,
additional Interaction Client features which can be selected in the IC User
Applications installation program, are not supported on Citrix or Terminal Service
servers.
See Using IC Client-side Applications in Citrix and Terminal Services Environments in
the Technical Reference Documents section of the IC Documentation Library for
requirements, installation instructions, and troubleshooting.

Fax support on 64-bit workstations running IC User

Applications
Starting with IC 3.0 SU 11, a new Interaction Fax print driver supports faxing on 64-
bit workstation running IC User Applications.

To install the Interaction Fax print driver on 64-bit workstations

1. Run the InteractionFax64MSInstall_SU11.msi on the IC Server

As part of the RequiredSUComponents_SU11.zip for manual download from
https://my.inin.com/support/products/ic30/Pages/Service-Updates-Download-
Latest-SU.aspx
-OR-
Individually from https://my.inin.com/support/products/ic30/Pages/Service-
Updates-Fax-64bit-Print-Driver.aspx. This install creates an IC_64BitFaxClient
share on the IC Server and copies the Interaction Fax 64-bit print driver install
(InteractionFax64bit_SU11.msi) to this share.

2. Apply the IC User Applications SU 11 update on 64-bit workstations using

the method you usually use to apply updates to client workstations.

3. Run the InteractionFax64bit_SU11.msi from the IC Server share on 64-bit

workstations either manually or via group policy deployment. (Interactive
Update is not an option.)
Chapter 13: Client Workstation Installations 335

Optional Installations
and Additional
Functionality
In this section
• Chapter 14: Optional Installations and Additional Functionality
Chapter 14: Optional Installations and Additional Functionality 337

Chapter 14: Optional Installations

and Additional Functionality
This chapter describes the optional server component installation programs, utilities,
and additional functionality available for IC, and references other documents and help
systems for additional information. Many of the optional server components require
additional licensing.
Most of the optional server component installs and IC-related utilities are available on
the IC product disc. Other optional components are installed during the IC Server
installation, some are available on the IC Support Web site, and some must be
ordered separately from the IC product package.
Note: An IC 3.0 product disc containing IC 3.0 SU 10 (New Patch Target) replaces the
IC 3.0 GA DVD. All IC 3.0 GA installs plus installs introduced in IC 3.0 SU 1 through 9
were re-issued for IC 3.0 SU 10 (NPT) and are included on the IC 3.0 SU10 (NPT)
DVD. For information about IC 3.0 SU 10 (NPT) and how to obtain the SU10 (NPT)
DVD, see the Interactive Intelligence Support site at
https://my.inin.com/support/products/ic30/Pages/Service-Updates.aspx.
In this chapter
• Optional installations and utilities on the IC 3.0 SU 10 (NPT) product disc
• Enable MSI logging on non-IC Servers
• Interaction Recorder and Interaction Screen Recorder
• IC Remote Audio Compression Server
• ASR Servers
• Text-to-Speech engines
• IC VoiceXML Interpreter Server
• Switchover
• Interaction Multi-Site
• Interaction Media Server
• Interaction Client Web Edition
• IC Web Services
• IC Session Manager (“Off-Server”)
• IC Integration to Microsoft Dynamics CRM
• IC Integration to Microsoft Dynamics Great Plains
• IC TAPI Recording and Monitoring Server
• IC Render Server
• Interaction Center Extension Library (IceLib) SDK
338 Optional installations and utilities on the IC 3.0 SU 10 (NPT) product disc

• IC Client COM
• IC SOAP Listener
• IC SOAP Notifier COM Components
• AudioCodes Gateway Configurator
• Interaction Migrator
• IP Phone Configurator
• IC Database Configuration
• IC Documentation Library
• IC Printable Documentation
• IC Serial Port Service
• IC System Handlers
• Language Packs
• Interaction Client Mobile Edition
• Interaction Center Integration to Office Communications Server 2007
• IC Status Aggregator
• Interaction Administrator Web Edition
• Interaction Mobile Web Client
• Interaction Process Automation
• Interaction Recorder Client for IC Business Manager
• Interaction SIP Station
• Interaction Recorder Extreme Query
• Interaction Recorder Remote Content Service
• IC Integration to IBM Lotus Sametime
• Interaction Client BlackBerry Edition
• IC Integration to RightNow Technologies

Optional installations and utilities on the IC 3.0 SU 10 (NPT)

product disc
Most of the optional server component installs and additional IC-related installs and
utilities are available on the IC 3.0 SU 10 (NPT) product disc.
Note: Starting with IC 3.0 SU 10 (NPT), Interactive Update Client becomes a separate
product, and is no longer included with workstation application and other IC product or
component installs. In order for a workstation or other non-IC Server machine to
receive updates from Interactive Update Provider on the IC Server, the Interactive
Update Client must be installed as a separate step. The Interactive Update Client
install is available on the IC 3.0 SU 10 (NPT) DVD.
Chapter 14: Optional Installations and Additional Functionality 339

Optional installations
The optional installation programs are available from Optional Installs (1), Optional
Installs (2), Optional Installs (3), and ASR Servers on the IC .0 SU10 (NPT)
product disc. See the appropriate section in this chapter for each of these installs.

Optional Installs 1 of 3
340 Optional installations and utilities on the IC 3.0 SU 10 (NPT) product disc

Optional Installs 2 of 3

Optional Installs 3 of 3
Chapter 14: Optional Installations and Additional Functionality 341

ASR Server Installs

Additional Installs and Utilities

The IC-related additional installs and utilities are available from Additional Installs
on the IC 3.0 SU10 (NPT) product disc. Some are also available on the Interactive
Intelligence Support Web site. See the appropriate section in this chapter for a
description each of these utilities.
342 Enable MSI logging on non-IC Servers

Additional Installs and Utilities

Enable MSI logging on non-IC Servers

To aid troubleshooting in the event of an installation issue, we recommend that you
put MSI logging into place on all non-IC Servers on which you will install IC software.
For instructions, see Interactive Intelligence KB article
https://my.inin.com/Support/Pages/KB-Details.aspx?EntryId=Q121337791101226.

Interaction Recorder and Interaction Screen Recorder

Interaction Recorder is an application for managing phone calls, e-mails, faxes,
screen recordings, and Web chats recorded within IC. Interaction Recorder
compresses, archives, and manages the attributes for each recording, allowing you to
quickly sort and manage large numbers of recordings. A major feature of Interaction
Recorder is the ability to organize and manage these recorded calls for training,
quality assurance, legal purposes, etc. An IC Advanced Server license or an Interaction
Recorder add-on license and Interaction Recorder Client workstation licenses are
required.
Interaction Screen Recorder is an Interaction Recorder feature, requiring separate
Interaction Screen Recorder licensing. Interaction Screen Recorder adds screen
recording capability, assisting contact center managers and supervisors in improving
Chapter 14: Optional Installations and Additional Functionality 343

their contact center’s productivity and assessing agents’ skills. Synchronizing the audio
recording of an agent with the workstation activity, screen recording provides a
complete management tool for contact center supervisors.

Requirements
For Interaction Recorder:
• Interaction Recorder is installed on the IC Server during the IC Server installation.
• Interaction Recorder Client runs on client workstations.
For Interaction Screen Recorder:
• The Interaction Screen Recorder Control Server is installed on the IC Server
during the IC Server installation.
• One or more dedicated separate Interaction Screen Recorder Capture Servers
are recommended. The Interaction Screen Recorder Capture Server requires good
network connectivity and high throughput disks. Requirements are based on your
recording volume.
• Interaction Screen Recorder Capture Client runs within Interaction Recorder
Client on client workstations.

Installation
For Interaction Recorder:
• Interaction Recorder is installed automatically on the IC Server as part of the IC
Server installation. Both the Interaction Recorder server and the Interaction
Recorder plug-in for Interaction Administrator are installed.
• Configure Interaction Recorder on the IC Server when you run IC Setup Assistant
or post-installation in the Interaction Administrator Interaction Recorder container.
• Run the IC Business Manager Applications install on client workstations to install
Interaction Recorder Client. The IC Business Manager Applications install is
available on the IC 3.0 SU10 (NPT) product disc under Workstation Installs.
For Interaction Screen Recorder:
• The Interaction Screen Recorder Control Server is installed automatically on the IC
Server as part of the IC Server installation.
• When you run IC Setup Assistant after the IC Server install, it sets up an
IC_ScreenRecorderCaptureClient share containing the Interaction Screen Recorder
Capture Client install.
• After the IC Server and Interaction Recorder installation and configuration is
complete, run the separate Interaction Screen Recorder Capture Server install,
available on the IC 3.0 SU10 NPT product disc under Optional Installs (2) on
one or more dedicated Capture Servers. (It can be run on the IC Server, though it
is not recommended.) Make sure to also run the Interactive Update Client install
on this server, available on the IC 3.0 SU10 (NPT) product disc.
344 IC Remote Audio Compression Server

• To install Interaction Screen Recorder Capture Client on client workstations

running Interaction Recorder client, run Setup.exe from the
IC_ScreenRecorderCaptureClient share on the IC Server.

See:
• Installing and Configuring Interaction Recorder in the Technical Reference
Documents section of the IC Documentation Library
• IC Setup Assistant online help
• Interaction Recorder online help
• Interaction Recorder Client online help

IC Remote Audio Compression Server

IC offers a number of voicemail compression options. Any site with an IC Server that
will be handling large numbers of voicemail messages may choose to install a separate
remote audio compression server on the IC Server domain.
If you plan to use Interaction Recorder, a remote audio compression server is strongly
recommended.

Requirements
The minimum requirements for a remote audio compression server are
• Hardware: Dual Pentium III 500. Depending on your usage requirements, you may
be able to successfully perform voicemail compression using a single processor.
• Software: Windows 2000 or 2003.

Installation
The Remote Audio Compression Server install is available on the IC 3.0 SU10 (NPT)
product disc under Optional Server Installs (2).
Run the install on the remote audio compressor server.

For more information

For complete information on remote audio compression in IC, see Voicemail
Compression Options in the Technical Reference Documents section of the IC
Documentation Library. It describes the various voicemail compression options for IC
and explains how to install and configure a remote audio compression server.
For sites using Interaction Recorder, see Installing and Configuring Interaction
Recorder in the Technical Reference Documents section of the IC Documentation
Library.
Chapter 14: Optional Installations and Additional Functionality 345

ASR Servers
Interactive Intelligence offers trusted speech recognition solutions using vendor ASR
software. Integrating Interactive Intelligence technology with these speech
applications offers major speech recognition benefits, including excellent accuracy,
powerful standards-based features, optimized performance, and best caller
experience.
A Speech Recognition Services add-on license for Interactive Intelligence speech
services is required on the IC Server, in addition to a vendor speech technology server
license for one of the appropriate speech engines.

Supported Speech Recognition engines

The following supported speech recognition engines work with all IC-supported
telephony platforms, with the exception of TAPI. (The IC TAPI implementation does
not support speech recognition.)
• Loquendo Automatic Speech Recognizer (ASR) 7.3
• Nuance Automatic Speech Recognizer (ASR) 8.5
• Nuance OpenSpeech Recognizer (OSR) 3.0
• Nuance Recognizer 9.0 (Support added in an IC 3.0 Service Update (SU))

Installation
An ASR installation includes the following tasks:

1. Determine the number of ASR servers required, and installing the appropriate
Loquendo, Nuance ASR, Nuance OSR, or Nuance Recognizer software on each
ASR server. The installs are available on the IC 3.0 SU10 (NPT) product disc
under ASR Servers. Make sure to also run the Interactive Update Client
install on the ASR server, available on the IC 3.0 SU10 (NPT) product disc.

2. Set up the ASR server to communicate with the IC Server.

3. Make sure the Speech Recognition Services add-on license is downloaded and
accessible to the machine where the IC Server will be installed.

4. Install the IC Server. When running IC Setup Assistant, you will be prompted
to select your ASR server.

5. Perform additional configuration steps in Interaction Administrator.

For more information

For complete information on speech recognition in IC, see Installing and Configuring
ASR Technology in the Technical Reference Documents section of the IC
Documentation Library. It provides an overview of ASR product architecture, and
346 Text-to-Speech engines

describes how to install ASR servers and set up them up for integration with
Interactive Intelligence’s speech technology.

Text-to-Speech engines
The IC platform uses a Text-to-Speech (TTS) engine to read text to callers over the
telephone. For example, an IC user can retrieve an e-mail over the phone, and the
TTS engine will read sender, subject, and body of the e-mail.

Microsoft Speech API (SAPI) compliant TTS engines

IC supports a variety of Microsoft Speech API (SAPI) compliant TTS engines. The
quality of the speech produced by TTS engines varies from vendor to vendor. For TTS
engines other than Microsoft SAPI, a third-party license key is required.

Supported TTS engines

• Microsoft SAPI 5.1
• Loquendo TTS Engine 6.5.3, 7.6.0
• Nuance RealSpeak 4.5 Update 1

Supported languages
Microsoft Loquendo Nuance
SAPI RealSpeak

U.S. Catalan Belgian Dutch

English Chinese Brazilian
Simplified (Mandarin) Portuguese
Chinese English (UK) Canadian French
English (USA) Cantonese
French Chinese

German Castilian Spanish

Greek Danish

Italian Dutch

Portuguese European
Portuguese
(Brazilian)
French
Spanish
(Argentine) German
Spanish Italian
(Castilian) Japanese
Spanish Korean
(Chilean) Mandarin
Chapter 14: Optional Installations and Additional Functionality 347

Microsoft Loquendo Nuance

SAPI RealSpeak
Spanish Chinese
(Mexican) Mexican Spanish
Swedish Norwegian
Polish
Russian
Swedish
UK English
US English

Installation
The Microsoft SAPI 5 engine is included with the Windows 2003 operating system,
along with Microsoft’s included TTS voices.
The current version of SAPI 5 supported for IC is version 5.1. When you run the IC
Server install, it installs Microsoft SAPI 5.1 if needed.
The other supported speech engines — Loquendo, Nuance RealSpeak — can be
purchased separately from Interactive Intelligence. A third-party license key is
required. For installation instructions, see the accompanying product installation
documentation.
For more information
See Text-to-Speech Engines for the IC Platform in the Technical Reference Documents
section of the IC Documentation Library.

MCRP supported TTS engines

Support for Media Resource Control Protocol (MRCP) supported TTS engines was
added in an IC 3.0 Service Update (SU). MRCP is a communication protocol which
allows speech servers to provide various speech services to its clients. Interactive
Intelligence supports the MRCP 2.0 standard for connecting to speech servers that
provide text-to-speech (speech synthesis) services. Third party TTS engines that
support MRCP 2.0 can integrate with Interactive Intelligence, but only Nuance Speech
Server and Loquendo Speech Suite can be purchased from Interactive Intelligence. For
more information, see Text-to-Speech Engines for the IC Platform in the Technical
Reference Documents section of the IC Documentation Library.

IC VoiceXML Interpreter Server

VoiceXML, the Voice Extensible Markup Language, is an XML-based language used to
create audio dialogs featuring synthesized speech (TTS) or digitized audio (pre-
348 Switchover

recorded audio) to prompt the user and accept spoken words or DTMF key input. The
VoiceXML application contains the logic that controls the flow of the dialog, and it’s
what prompts the caller, accepts the caller’s input, and determines the next step for
the caller.
IC VoiceXML enables you to use existing applications written in the industry standard
VoiceXML and take advantage of speech recognition technology without application
development costs.
IC VoiceXML is an add-on feature and requires separate licensing.

Requirements and Installation

IC VoiceXML requires two components: VoiceXML Host Server and VoiceXML
Interpreter server(s).
The VoiceXML Host Server is installed on an IC Server with Automatic Speech
Recognition (ASR), as part of the IC Server installation.
We recommend the VoiceXML Interpreter server installed on separate server on
the IC Server domain. Having another server that hosts the VoiceXML Interpreter
relieves the IC Server of added processing as well as providing scalability if additional
VoiceXML servers are required. The IC VoiceXML Interpreter Server install is available
on the IC 3.0 SU10 (NPT) product disc under Optional Installs (3).
The IC VoiceXML subsystem installation procedure includes the following steps:

1. The VoiceXML Host Server is installed during IC Server installation.

2. Determine the number of VoiceXML Interpreter servers required.

3. Complete the VoiceXML Interpreter Server installation. Make sure to also run the
Interactive Update Client install on the VoiceXML Interpreter server(s), available
on the IC 3.0 SU10 (NPT) product disc.

4. Configure the VoiceXML Interpreter Server using the Web Configuration Server.

5. Verify your installations.

For more information

See Installing and Configuring IC VoiceXML in the Technical Reference Documents
section of the IC Documentation Library. It provides an overview of IC VoiceXML and
explains how to install and configure the Voice XML subsystem.

Switchover
IC supports an automated switchover system with duplicate IC Servers. With
switchover in place, if your IC Server ever stops responding, a backup server will take
Chapter 14: Optional Installations and Additional Functionality 349

over within 30 seconds. In addition, the switchover scheme allows administrators to

manually switch the "active" IC Server with no phone disruption.

Licensing
Beginning on March 28, 2011 (coinciding with the release of IC 3.0 SU 11), IC 3.0
Production licenses include the information for both servers in a Switchover pair. This
single license file can be applied to both machines. See the IC Licensing Overview in
the Technical Reference Documents section of the IC Documentation Library for
information on how generate, apply, and update your license file.

Requirements
Before you install and configure a new IC 3.0 Switchover system, you must have two
identically configured IC Servers and, if you are using a Dataprobe configuration, the
appropriate Dataprobe device chassis, cards, and cables.
The IC Servers must be identical in every respect, including:
• An identical amount of RAM, disk space, number and names of drives, and hard
drive partitions.
• Operating system software and service packs, including identical services running
(e.g., SNMP).
• All software (operating system and all applications, including the Interaction
Center Server) must be on the same drives and use identical paths.
• Telephony hardware (if applicable).
• Telephony software (In IC 3.0, telephony software is installed as part of the IC
Server installation.)
• IC product software release and service update.
• IC Administrator account name and password (e.g., ICAdmin).
• IC components and site names (the site name is case sensitive).
• Application software, including e-mail clients that use identical mailboxes, etc.
• On the same network. Each IC Server should have at least one network card to
communicate over the network.
• Members of the same domain. A Domain Controller must be installed and
configured to provide DNS and DHCP.
• Immediate access to the same IC resource files (contact databases, report logs,
voicemail recordings, etc.) on any separate database and recording servers.
Exception: The two servers must have different machine names and IP addresses,
since the backup server will still be accessible via TCP/IP while the active server is
active, and vice versa.
350 Interaction Multi-Site

Installation and configuration

To install and configure a Switchover pair in a new IC 3.0 installation:

1. If you have not already done so, obtain the IC 3.0 SU10 (NPT) product disc, and
update your installation media for IC 3.0 SU10 (NPT). See the Interactive
Intelligence Support site at
https://my.inin.com/support/products/ic30/Pages/Service-Updates.aspx for
details.

2. Complete steps 1 through 8 of the New Installation Task List (available on the
updated installation media) on the IC Server that will be the initial active server.
When you have completed running IC Setup Assistant on the active server, we
recommend that you view and print the report that Setup Assistant generates,
showing the configuration options you selected.

3. Repeat the procedure on the IC Server that will be the initial backup server. When
you run IC Setup Assistant on the backup server, make sure that you select the
identical configuration options you selected for the active server. Use the report
generated on the initial active serve to verify your selections on the initial backup
server.

4. Perform additional Switchover configuration in Interaction Administrator on the

active server. All changes made to the DS tree using Interaction Administrator will
be replicated on the backup server.

For more information

See Automated Switchover System in the Technical Reference Documents section of
the IC Documentation Library. It describes the switchover system architecture,
requirements, installation and configuration instructions, and troubleshooting.
For help in filling out the IC Setup Assistant screens, see the IC Setup Assistant online
help.

Interaction Multi-Site
Interaction Multi-Site is optional IC software that links two or more IC contact centers
to route interactions from one location to another. Interaction Multi-Site provides a
company-wide directory, universal user extensions, and other features that boost
employee mobility. For example, Interaction Multi-Site routes interactions to an
agent’s current location.
Interaction Multi-Site is included in the Advanced Server license or as an Interaction
Multi-Site add-on license.
Chapter 14: Optional Installations and Additional Functionality 351

Requirements
Multi-Site requires two components: Multi-Site RTM Server and Multi-Site Client.
Multi-Site RTM Client is always installed on an IC Server, as part of the IC Server
configuration. It cannot be installed on dedicated hardware.
Multi-Site RTM Server can be installed on an IC Server (along with a Multi-Site
Client) or it can be installed on a dedicated machine. Large organizations with many
remote locations should install the Multi-Site Server on a dedicated machine. The
minimum requirements for a dedicated Multi-Site Server are
• Processor: Intel Pentium II or higher
• Memory (RAM): 256 megabytes (MB) of RAM recommended minimum
• Available hard disk space: 10 GB hard disk space or higher
• Monitor: VGA or higher-resolution monitor
• Windows 2003 with DCOM enabled and TCP/IP protocol
• Multi-Site server cannot reside on IC Server that is part of a Switchover pair

Install on a dedicated Multi-Site RTM Server

If you choose to install the Multi-Site RTM Server on a dedicated machine, perform
this installation before installing the IC Server:

1. Run the Multi-Site RTM Server install on the dedicated machine. The IC Multi-Site
RTM Server install is available on IC 3.0 SU10 (NPT) product disc under Optional
Installs (2). Make sure to also run the Interactive Update Client install on this
machine, available on the IC 3.0 SU10 (NPT) product disc.

2. Follow the instructions in the New Installation Task List on the IC 3.0 SU10 (NPT)
product disc to install the IC Server.

3. When you run IC Setup Assistant as the last step in the New Installation Task List:
• In the Optional Servers screen, select Multi-Site.
• In the Define Multi-Site Parameters screen, select Multi-Site Client Only.
• Enter additional information in the Define Multi-Site Parameters screen.

Install Multi-Site RTM on the IC Server

If you choose to install the Multi-Site RTM Server on the IC Server:

1. Follow the instructions in the New Installation Task List on the IC 3.0 SU10 (NPT)
product disc to install the IC Server.

2. When you run IC Setup Assistant as the last step in the New Installation Task List:
• In the Optional Servers screen, select Multi-Site.
• In the Define Multi-Site Parameters screen, select Multi-Site Server and Client.
352 Interaction Media Server

• Enter additional information in the Define Multi-Site Parameters screen.

For more information

See the Multi-Site Technical Reference in the Technical Reference Documents section
of the IC Documentation Library. It presents key Multi-Site concepts and explains how
to set up and administer Multi-Site.

Interaction Media Server

Interaction Media Server is an optional system bundle (hardware and software) that
supports offloading RTP (voice) traffic from the IC Server, call recording, and
transcoding calls from various SIP devices used with an IC Server. After installing one
or more Interaction Media Servers, the call capacity on an HMP-based IC Server can
double or triple and provide much higher throughput.
Interaction Media Server is an add-on feature and requires separate licensing.

Requirements
Interaction Media Server is distributed in two ways:
• On a pre-loaded, verified server package, ready to install and configure.
• On the IC 3.0 product disc, ready to install on a customer-purchased hardware
approved by Interactive Intelligence. The server on which Interaction Media Server
will be installed should be a Windows 2003 server with Microsoft .NET Framework
3.0 and Internet Explorer or Firefox installed.

Installation
The Interaction Media Server installation procedure includes the following steps:

1. Run the Interaction Media Server install. If you have the hardware server package,
use the Media Server Installation link on the desktop after the server starts. If you
are using the IC 3.0 product disc (or other installation media) on your own verified
hardware, the Interaction Media Server install is available under Optional
Installs (2).

2. Apply the latest Service Update.

3. Apply the Interaction Media Server license files.

4. Configure the Interaction Media Server using the Web Configuration Server.

5. Configure the IC Server for Interaction Media Server.

Chapter 14: Optional Installations and Additional Functionality 353

For more information

See Interaction Media Server in the Technical Reference Documents section of the IC
Documentation Library. It provides an overview of Interaction Media Server, explains
how to install and configure Interaction Media Server, and presents troubleshooting
issues.

Interaction Client Web Edition

Interaction Client Web Edition runs entirely in a browser window. It provides basic
functionality (call control, directory access, and user status) to handle phone calls and
perform standard tasks such as transferring, conferencing, and using Presence
Management.
Users may want to use Interaction Client Web Edition when they work on a machine
that has a browser, but doesn’t use Windows as its operating system. It is appropriate
for business users with limited needs and mobile workers with only access to a
browser.
Like Interaction Client .NET and Outlook Editions, Interaction Client Web Edition is
operated and managed by the Session Manager technology installed on the IC Server.
However, Interaction Client Web Edition is installed on the Web server and users
access it from a browser via a Web address on an existing Web site.

Requirements
The software requirements for Interaction Client Web Edition are:
Web server
• Microsoft IIS 6.0 on a Microsoft Windows 2003 SP2
• Microsoft ASP .NET 2.0 (installed with Microsoft .NET Framework 3.0)
Browser
• Microsoft Internet Explorer 7
• Firefox 2.0
• Safari 2.0 (MAC OS X)

Installation
Before running the Interaction Client Web Edition install, make sure you have licensed
and configured users/stations.
Run the Interaction Client Web Edition install on the Web server. The Interaction Client
Web Edition install is available on the IC 3.0 SU10 (NPT) product disc under Optional
Installs (1). Make sure to also run the Interactive Update Client install on the Web
server, available on the IC 3.0 SU10 (NPT) product disc.
354 IC Web Services

For more information

See Interaction Client Web Edition and Interaction Client Mobile Web Edition
Installation Guide in the Technical Reference Documents section of the IC
Documentation Library. It provides a summary of the installation process, detailed
steps for installing Interaction Client Web Edition, and instructions for starting the
application. It also provides an overview of post-installation actions and frequently
asked questions.

IC Web Services
IC Web Services enable Interaction Center agents to interact with visitors to your
company’s web site or use chat functionality to communicate with other IC agents.
Features include Web-based interactions such as Chat, Intercom Chat, Callback, and
Response Management. A Web server is required if you plan to use IC Web Services.
IC Web Services is an add-on feature and requires separate licensing.
• Server licensing: The full functionality of IC Web Services is available for CIC in
the CIC Advanced Server license or as a Web Services add-on license.
• Client licensing: Client Access licensing is needed for Interaction Client .NET and
Outlook Editions.

Requirements
IC Web Services was designed to support a broad spectrum of Web server and
operating systems. Following are the requirements for IC 3.0 SU 18 and later:

Web Server: Microsoft IIS 6.0 (most common configuration)

Operating System: Microsoft Windows 2003 Server R2 SP2
J2SE Development Kit: JRE 1.7
Servlet Engine: Apache Tomcat 7.x

Web Server: Apache 2.2.4

Operating System: Microsoft Windows 2003 Server R2 SP2
J2SE Development Kit: JRE 1.7
Servlet Engine: Apache 7.x
Chapter 14: Optional Installations and Additional Functionality 355

Note: Macromedia JRun and IBM Websphere are not supported in IC 3.0 SU 18 and
later.

Installation
Starting with IC 3.0 SU 18, the IC Web Services install and any further updates to it
have been removed. Instead, the IC 3.0 SU 18 and later update for the IC server
places a zip file containing the required Web Service files in the IC_WebServicesChat
share.
See the Installing and Using IC’s Web Services Technical Reference for instructions on
how to manually install or update the Web Services files in this share.

For more information

See the following documents in the Technical Reference Documents section of the IC
Documentation Library:
• Installing and Using IC's Web Services

IC Session Manager (“Off-Server”)

Large organizations can deploy the off-server Session Manager on file servers separate
from the IC Server to support N+1 scalability and disaster recovery. Off-server
Session Manager implementations are recommended for IC installations with greater
than 1,000 clients.
Plan to deploy at least two separate off-server Session Manager servers in case of fail-
over.

Installation
The off-server Session Manager installation is performed after a complete IC
installation, including client workstation installations. The procedure includes the
following steps:

1. Install the off-server Session Manager on the designated non-IC Servers on the
network. The off-server Session Manager install is available on the IC 3.0 SU10
(NPT) product disc under Optional Installs (3). Make sure to also run the
Interactive Update Client install on this server, available on the IC 3.0 SU10 (NPT)
product disc.

2. Create a DNS record that points to both IC Servers, for example, “HQIC”.
Configure Interaction Clients to point to this DNS record name. Note: Do not point
to the names of the off-server Session Manager servers.
356 IC Integration to Microsoft Dynamics CRM

For more information

See the Session Manager Development Application Note in the Technical Reference
Documents section of the IC Documentation Library for installation instructions.

IC Integration to Microsoft Dynamics CRM

The IC Integration with Microsoft Dynamic CRM integrates Interaction Client .NET or
Outlook Edition within Microsoft Dynamics CRM. Users can perform standard call
handling functions and screen pop critical information directly from a call control
toolbar on the Windows desktop. Using Interaction Attendant, administrators set up
the configuration for driving CRM screen pop on the client side.
The IC Integration to Microsoft Dynamics CRM is an add-on feature and requires
separate licensing.

Requirements
This section describes the requirements for the IC Integration with Microsoft Dynamic
CRM.
IC Server
• Microsoft Windows 2003 OS
• Microsoft IIS 6.0 or later
• ASP.NET 2.0 or later
Client workstation
• Interaction Client .NET or Outlook Edition
• Microsoft Internet Explorer 5.5 or later
Microsoft Dynamics CRM server (separate server)
• Microsoft CRM 1.2, Microsoft Dynamics CRM 3.0, or Microsoft Dynamics 4.0

Installation
The IC Integration with Microsoft Dynamics CRM installation procedure includes the
following steps:

1. Fulfill the requirements for running IC Integration with Microsoft Dynamics CRM.

2. License and configure Interaction Client Microsoft Dynamics CRM Integration

users.

3. Install IC Integration to Microsoft Dynamics CRM server components on the IC

Server. The IC Integration to Microsoft CRM install is available on the IC 3.0 SU10
(NPT) product disc under Optional Installs (1).
Chapter 14: Optional Installations and Additional Functionality 357

4. Install the client-side Microsoft Dynamics CRM integration from the IC User
Applications install and display the CRM toolbar.

5. Set up additional CRM integration features.

For more information

For installation instructions, see the Interaction Center Integration to Microsoft
Dynamics CRM in the Technical Reference Documents section of the IC Documentation
Library.

IC Integration to Microsoft Dynamics Great Plains

The IC Integration with Microsoft Dynamics Great Plains integrates Interaction Client
.NET or Outlook Edition within Microsoft Dynamics Great Plains. Interaction Attendant
can access Great Plains data directly through the Attendant DB nodes for IVR
processing. Users can perform standard call handling functions and screen pop critical
information directly from Great Plains. Using Interaction Attendant, administrators
configure the Great Plains screen pop on the client side.

Requirements
The software requirements for the IC Integration with Microsoft Dynamics Great Plains
are:
Great Plains server
• Microsoft Great Plains 8.0 or Microsoft Dynamic Great Plains 9.0
Client workstation
• Microsoft Great Plains Great Plains 8.0 or Microsoft Dynamics Great Plains 9.0
client
• Interaction Client .NET or Outlook Edition

Installation
The IC Integration with Microsoft Dynamics Great Plains installation procedure includes
the following steps:

1. Fulfill the requirements for running IC Integration with Microsoft Dynamics Great
Plains.

2. License and configure Interaction Client Microsoft Dynamics Great Plains

Integration users.

4. Install the client-side Microsoft Dynamics Great Plains Integration components

from the IC User Applications install.
358 IC TAPI Recording and Monitoring Server

5. Set up additional Great Plains integration features.

For more information

For installation instructions, see the Interaction Center Integration to Microsoft
Dynamics Great Plains in the Technical Reference Documents section of the IC
Documentation Library.

IC TAPI Recording and Monitoring Server

The TAPI Recording and Monitoring server is a Cisco TAPI-only feature.
A separate Recording and Monitoring server is needed to support ad-hoc and
supervisory listening and recording functionality in TAPI environment. It is required
because the audio stream does not pass through the IC Server while a call is in
process. In order to provide the capture of the audio stream, the Recording and
Monitoring server acts as a network sniffer and records the RTP streams to and from a
specified phone when supplied IP addresses from the IC Server.
To enable supervisory listening and recording, you must run an additional
configuration utility.
Notes
• Do not confuse the TAPI Recording and Monitoring server with the Interaction
Recorder product.
• Do not confuse supervisory or ad-hoc listening and recording with voicemail
records. Voicemail recording is still performed on the IC Server.

Requirements
For TAPI Recording and Monitoring server requirements, see the Cisco TAPI Application
Note.

Installation
The TAPI Recording and Monitoring server install is available on the IC 3.0 SU10 (NPT)
product disc under Optional Installs (3).
Run the TAPI Recording and Monitoring server install on a computer other than the IC
Server on the IC Server domain and Call Manager domain. It also installs the WinPcap
packet capture driver.
Make sure to also run the Interactive Update Client install on the same machine,
available on the IC 3.0 SU10 (NPT) product disc.

For more information

For installation and configuration instructions, see the Cisco TAPI Application Note on
the Support Web site.
Chapter 14: Optional Installations and Additional Functionality 359

IC Render Server
IC Render Server is an application that allows handlers to convert .pdf files () to
Interaction Fax file (.i3f) format. It is available for Customer Interaction Center (CIC)
only.
Customers can use this application to create a set of fax back handlers based on a
library of .pdf files.

Requirements
The IC Render Server can be installed on any computer on the IC Server domain, but
we recommend that you do not install it on the IC Server computer. This is because
the processor demands of the multiple print processes may cause an IC Server to slow
down or lose dial tone. (Install it on the IC Server only for test systems with low
demand fax back systems.)

Installation
Run the IC Render Server install on the designated server. IC Render Server install is
available on the IC 3.0 SU10 (NPT) product disc under Optional Installs (2). Make
sure to also run the Interactive Update Client install on the designated (non-IC)
Server, available on the IC 3.0 SU10 (NPT) product disc.
The IC Render Server install also installs the fax printer driver installed with IC User
Applications so that it can utilize Interaction Fax components.

For more information

For configuration instructions, see IC Render Server in the Technical Reference
Documents section of the IC Documentation Library.

Interaction Center Extension Library (IceLib) SDK

The Interaction Center Extension Library (IceLib) SDK is a programming API that
allows .NET developers to create custom applications that leverage the Interaction
Center to solve business problems. IceLib is for developers who use modern .Net
languages, such as C# or VB.Net.
The IceLib SDK and add-on feature and requires separately licensing.

Installation
The Interaction Center Extension Library (IceLib) SDK install is available on the IC 3.0
SU10 (NPT) product disc under Optional Installs (1). If the IceLib install is run on a
machine other than the IC Server, make sure to also run the Interactive Update Client
install on this machine, available on the IC 3.0 SU10 (NPT) product disc.
360 IC Client COM

The install deploys IceLib assemblies (and dependencies) and files that Intellisense
needs to display statement completion hints in Visual Studio. Comprehensive
documentation and a suite of sample applications that help developers learn best
practices are also installed.
Customers can use a separate .msi install in their own IceLib deployment scenarios.
The developer install copies the IceLib assemblies (and dependencies) onto the
destination machine. These could be used as a sub-install of the IceLib Developer
Install, to copy only the runtime assemblies necessary to use IceLib from a custom
application. This offers simplicity and can be run from other installs, such as a
customer's own .msi projects.

For more information

See Interaction Center Extension Library Functional Overview in the System API's
section of the IC Documentation Library.

IC Client COM
The IC Client COM API is a programming API that enables developers to add the
functionality of Interaction Client to their own applications. In IC 3.0, the .NET based
Interaction Center Extension Library (IceLib) API replaces the legacy Win32-based
Client COM API. However, the Client COM API is still available for use under certain
circumstances. For more information, please contact Interactive Intelligence Support.

Installation
The IC Client COM install is available on the IC 3.0 SU10 (NPT) product disc under
Additional Installs and Utilities. If the IC Client COM install is run on a machine
other than the IC Server, make sure to also run the Interactive Update Client install on
this machine, available on the IC 3.0 SU10 (NPT) product disc.
Typically, the developer installs IC Client COM on a development machine, creates an
application, and then runs the IC Client COM install on agent workstations before
copying over the application.

For more information

See the Interaction Client Win32 COM API Developer Guide in the System API’s section
of the IC Documentation Library:

IC SOAP Listener
The IC SOAP Listener is a component of a SOAP programming API implementation in
an Interaction Center environment. The SOAP ISAPI Listener Task is responsible for
parsing incoming SOAP requests, dispatching requests to the appropriate method, and
packaging return values into outgoing SOAP responses.
Chapter 14: Optional Installations and Additional Functionality 361

Installation
The IC SOAP Listener install registers the SOAP Listener ISAPI DLL on a Microsoft IIS
server. The IC SOAP Listener install is available on the IC 3.0 SU10 (NPT) product disc
under Optional Installs (3). If the IC SOAP Listener install is run on a machine
other than the IC Server, make sure to also run the Interactive Update Client install on
this machine, available on the IC 3.0 SU10 (NPT) product disc.
The IC SOAP Listener can be installed on a computer with Microsoft IIS 5.0 or 6.0
installed. It may be the Web server, but it only makes sense to use the Web server if
you want to receive SOAP requests from the Internet.
If the SOAP requests are to be received from the Internet, the server running the
SOAP listener should be in a DMZ. The firewall between the DMZ and the Intranet on
which the IC Server is located must have the port 2633 opened to allow Notifier traffic
between the IC Server and the SOAP listener.

For more information

See the following documents in the System API’s section of the IC Documentation
Library:
• Installing and Using IC’s SOAP Functionality
• SOAP Notifier COM API Developer Guide

IC SOAP Notifier COM Components

The IC SOAP Notifier COM objects are a component of a SOAP programming API
implementation in an Interaction Center environment. SOAP Notifier COM objects issue
SOAP notifications from automation compatible applications and add support for
Microsoft SOAP Toolkit 2.0. SOAP Notifier COM components provide a high-
performance method of initiating handlers without incurring the performance penalty
of HTTP-based Listener operations.

Installation
The SOAP Notifier COM install registers components needed to develop or run third-
party Notifier COM applications. The IC SOAP Notifier COM Components install is
available on the IC 3.0 SU10 (NPT) product disc under Optional Installs (2). Run it
on any computer on the IC Server domain. Make sure to also run the Interactive
Update Client install on this machine, available on the IC 3.0 SU10 (NPT) product disc.

For more information

See the following documents in the System API’s section of the IC Documentation
Library:
• Installing and Using IC’s SOAP Functionality
• SOAP Notifier COM API Developer Guide
362 AudioCodes Gateway Configurator

AudioCodes Gateway Configurator

The AudioCodes Gateway Configurator is a simple wizard application that walks you
through the most common configuration steps needed to setup a new AudioCodes
gateway. Once you complete the questions, it creates a configuration file. When used
in combination with a TFTP server, the built in BootP server in the application can also
be used to automatically feed the configuration to the gateway when it boots.
The AudioCodes Gateway Configurator is available on the IC Support Web site at
https://my.inin.com/support/products/ic30/Pages/Utilities-Downloads.aspx.

Interaction Migrator
Interaction Migrator is a versatile, release-independent utility that exports and imports
IC configuration data and custom handlers. Its uses include: 1) migrating IC
configuration data from one server to another as part of an upgrade installation, 2)
back up tool, 3) version control.
The Interaction Migrator utility is available on the IC 3.0 SU10 (NPT) product disc
under Additional Installs and Utilities.
Note: The Interaction Migrator install (Migrator.msi) is updated with every IC 3.0
SU. When you apply the latest IC 3.0 SU, make sure to download and install the latest
version of Interaction Migrator on the Interactive Intelligence Support site at
https://my.inin.com/support/products/ic30/Pages/Utilities-Downloads.aspx . If you
already have Interaction Migrator installed, you must uninstall the current version and
install the latest version.
For instructions, see Interaction Migrator in the Technical Reference Documents
section of the IC Documentation Library.

IP Phone Configurator
In most instances, partners and customers will use the Managed IP Phone Assistant
wizard in Interaction Administrator to speed deployment and configuration of large
numbers of managed Polycom IP phones or SIP Soft Phones.
However, you may wish to use the IP Phone Configurator utility for the same purpose
for non-managed Polycom IP phones, as an alternative under certain circumstances,
for example, off-site or pre-installation. The IP Phone Configurator creates basic
Polycom phone configuration files and site-wide settings files. You can also generate a
SIP Station CSV file to import in the Add Stations Assistant in IC Setup Assistant or
Interaction Administrator.

Requirements
Microsoft .NET Framework 2.0 or higher is required to use the IP Phone Configurator.
Chapter 14: Optional Installations and Additional Functionality 363

Installation
The IP Phone Configurator utility is available to download from the Interactive
Intelligence Support site at https://my.inin.com/support/products/sip-
platforms/Pages/SIP-Related-Download-Files.aspx.

For more information

For installation and configuration instructions, see Interaction Center IP Phone
Configurator in the Technical Reference Documents section of the IC Documentation
Library. It can also be downloaded along with the IP Phone Configurator utility at
https://my.inin.com/support/products/sip-platforms/Pages/SIP-Related-Download-
Files.aspx.

IC Database Configuration
(SQL Server only)
If you have a large existing SQL Server database, you may choose to run the
standalone IC Database Configuration utility to upgrade the database before the IC
upgrade installation. If you do so, you must still complete the database-related
screens to configure IC to use the database when you run IC Setup Assistant during
the IC upgrade installation.
The IC Database Configuration utility is available on the IC 3.0 SU10 (NPT) product
disc under Additional Installs and Utilities.
For more information, see:
• IC Upgrade Guide
• Chapter 7: “Database Server” in this guide

IC Documentation Library
The IC Documentation Library contains all IC help systems and documentation in a
single searchable unit.
• The IC Documentation Library is installed on the IC Server as part of the new or
upgrade installation procedure, in the New and Upgrade Installation Task Lists on
the IC 3.0 SU10 (NPT) product disc.
• You can also install the IC Documentation Library on administrator or user
workstations or other machines on the IC network. The standalone IC
Documentation Library install is available on the IC 3.0 SU10 (NPT) product disc
under Additional Installs and Utilities. If you install the IC Documentation
Library on a non-IC Server, make sure to also run the Interactive Update Client
install on this machine, available on the IC 3.0 SU10 (NPT) product disc.
364 IC Printable Documentation

Once installed, you can access the IC Documentation Library from

Start...Programs...Interactive Intelligence...Online Documentation...IC Documentation
Library.

IC Printable Documentation
The IC printable documentation provides print versions in .pdf format of the IC online
help systems. The source files for the quick reference guides are also available in .doc,
.vsd, or .pub formats for partners who want to make their own customized versions of
these documents.
Starting in IC 3.0 SU11, IC printable documentation is available from the Interactive
Intelligence Support web site at
https://my.inin.com/support/products/ic30/Pages/IC30PrintableDocumentation.aspx

IC Serial Port Service

IC supports integration to the most popular PBX's and Centrex, enabling all the
features associated with traditional single-purpose voicemail systems. For IC TDM
implementations (telephony boards) integrating with PBX's that support Simplified
Message Desk Interface (SMDI) protocol, one or more Serial Port servers on the IC
Server domain can be installed and configured to handle the integration. In an SMDI
integration, callers use both PBX and IC resources to leave and retrieve voicemail, and
IC manages this voicemail through its unified messaging features and e-mail interface.
The IC Serial Port Service install is available on the IC 3.0 SU10 (NPT) product disc
under Additional Installs and Utilities. If you install the IC Documentation Library
on a non-IC Server, make sure to also run the Interactive Update Client install on this
machine, available on the IC 3.0 SU10 (NPT) product disc.
For requirements, and installation and configuration instructions, see the IC SMDI
Interface Technical Reference in the Technical Reference Documents section of the IC
Documentation Library.

IC System Handlers
IC System Handlers is a utility that contains the IC 3.0 handlers only. It is applicable
to sites using custom or modified handlers. Use the IC System Handlers utility to
migrate handler changes prior to upgrades, migrations, and service updates.
The IC System Handlers install is available IC 3.0 SU10 (NPT) product disc under
Additional Installs and Utilities. Run this install on any computer other than the IC
Server. Make sure to also run the Interactive Update Client install on this machine,
available on the IC 3.0 SU10 (NPT) product disc.
For more information, see the IC Upgrade Guide.
Chapter 14: Optional Installations and Additional Functionality 365

Language Packs
For sites planning to localize IC, Language Packs and Prompt Packs are available
separately through Interactive Intelligence sales channels. See the Localization
Support Web site page at
https://my.inin.com/support/products/ic30/Pages/Localization.aspx for supported
languages, their current availability, and scope of localization for each language.
For Support purposes, we recommend a US English operating system on the IC
Server.
Language Packs and Prompt Packs can be installed as part of a new or upgrade IC
(English) installation, or after the IC (English) installation or upgrade.

IC 3.0 SU 10 (NPT) Language Pack and Prompt Pack CD’s

IC 3.0 SU10 (NPT) Language and Prompt Pack CD's containing re-issued Language
and Prompt Pack server installs (.msi's) replace the IC 3.0 GA Language and Prompt
Pack CD's. The part numbers of the CD’s remain the same.
To obtain the IC 3.0 SU 10 (NPT) Language and/or Prompt Pack CD('s), do one of the
following:
• Order the appropriate Language and/or Prompt Pack CD('s) from Interactive
Intelligence.
• Contact Interactive Intelligence Support to obtain information on downloading
the appropriate Language and/or Prompt Pack CD('s).
Download the Language and/or Prompt Pack server installs to a location accessible to
the IC Server.

Language Pack components

An IC 3.0 SU 10 (NPT) Language Pack consists of a Language Pack Server install. If
you have the Language Pack available prior to the IC (English) installation, we
recommend that you run the Language Pack Server install as part of the new or
upgrade IC (English) installation. It appears as a step in the New and Upgrade
Installation Task Lists, discussed in Chapter 10: “IC Server Installation” in this guide.
The Language Pack Server install copies the files needed for the localized versions of
IC client workstation to the IC_UserApps, IC_BusinessManagerApps, and
IC_ServerManagerApps shares on the IC Server. To install localized versions of the IC
client workstation applications, run Setup.exe from the IC_UserApps,
IC_BusinessManagerApps, and IC_ServerManagerApps shares on the IC Server.

Prompt Pack components

An IC 3.0 SU 10 (NPT) Prompt Pack consists of a Prompt Pack Server install. If you
have the Prompt Pack available prior to the IC (English) installation, we recommend
that you run the Prompt Pack install as part of the new or upgrade IC (English)
366 Interaction Client Mobile Edition

installation. It appears as a step in the New and Upgrade Installation Task Lists,
discussed in Chapter 10: “IC Server Installation” in this guide.

For more information

For more information, see
• The IC Language Pack Installation Guide and the IC Prompt Pack Installation Guide
in the Technical Reference Documents section of the IC Documentation Library
• The IC 3.0 Localization Support Web site page at
https://my.inin.com/support/products/ic30/Pages/Localization.aspx.

Interaction Client Mobile Edition

Interaction Client Mobile Edition (ICME) is a new graphical client interface available for
IC 3.0 SU4 and later.
ICME runs on Windows Mobile operating system devices including Pocket PC and
Smartphone. The client interface provides call control, work status control, directory
search, and other features found in Interaction Client .NET Edition.
The ICME Server install is available on the IC 3.0 SU10 (NPT) product disc under
Optional Installs (1). Run the ICME Server install on a Microsoft Windows IIS server
on the IC network. Make sure to also run the Interactive Update Client install on this
server, available on the IC 3.0 SU10 (NPT) product disc.

For more information

For more information, see
• The Interaction Client Mobile Edition Installation and Configuration Guide in the
Technical Reference Documents section of the IC Documentation Library.

Interaction Center Integration to Office Communications

Server 2007
Interaction Center Integration to Office Communications Server 2007 (IC/OCS) is
available for IC 3.0 SU4 and later.
IC/OCS provides users of both IC and OCS systems with a new range of capabilities:
• Users who previously used only Office Communications Server now have access to
all the powerful contact center and IP PBX capabilities of Interaction Center.
• The integration provides Interaction Center users with the instant messaging,
voice, and video capabilities of Office Communicator, and the functionality
available in the Office Communications Server platform.
Chapter 14: Optional Installations and Additional Functionality 367

IC/OCS, which includes the OCS Presence Synchronizer subsystem, is installed

automatically with as part of the IC 3.0 SU 10 (NPT) Server installation.
If you wish to lessen the resource loads on the IC Server, you can install the OCS
Presence Synthesizer on the OCS server or other server on the IC network. If you
choose this option, you will download the IC/OCS standalone server install from the IC
3.0 SU10 (NPT) product disc under Optional Installs (1) and run it on the selected
server. Make sure to also run the Interactive Update Client install on this server,
available on the IC 3.0 SU10 (NPT) product disc.

For more information

For more information, see
• The Interaction Center Integration to Office Communications Server 2007
Administrator’s Guide in the Technical Reference Documents section of the IC
Documentation Library
• The Interaction Center Integration to Office Communications Server 2007 Support
Web site page at https://my.inin.com/support/products/ic30/Pages/Service-
Updates-IC-OCS.aspx.

IC Status Aggregator
IC Status Aggregator is an IC software subsystem available for IC 3.0 SU4 and later.
IC Status Aggregator consolidates IC user status information from IC Servers in
multiple offices and is scalable for large numbers of users. It makes that consolidated
status information available through Interaction Client. IC Status Aggregator is
intended for large organizations that have too many users to host on a single IC
Server.
The IC Status Aggregator install is available on the IC 3.0 SU10 (NPT) product disc
under Optional Installs (3). Run the IC Status Aggregator install on dedicated
server on the IC network. Make sure to also run the Interactive Update Client install
on this server, available on the IC 3.0 SU10 (NPT) product disc.

For more information

For more information, see
• The Status Aggregator Installation and Configuration Guide in the Technical
Reference Documents section of the IC Documentation Library

Interaction Administrator Web Edition

Interaction Administrator Web Edition is a browser-based, limited-feature version of
Interaction Administrator, available for IC 3.0 SU7 and later.
368 Interaction Mobile Web Client

The Interaction Administrator Web Edition install is available on the IC 3.0 SU10 (NPT)
product disc under Optional Installs (1). Run the Administrator Web Edition install
on Microsoft Windows IIS Web server on the IC network. Make sure to also run the
Interactive Update Client install on this server, available on the IC 3.0 SU10 (NPT)
product disc.

For more information

For more information, see:
• The Interaction Administrator Web Edition Installation Guide in the Technical
Reference Documents section of the IC Documentation Library.
• The Interaction Administrator Web Edition online help system.

Interaction Mobile Web Client

Interaction Mobile Web Client provides basic IC client functionality on mobile devices
via a web browser. Features include user status changes, directory searching, and call
history and voicemail access. Interaction Mobile Web Client is available as an
Interaction Client Web Edition feature for IC 3.0 SU7 and later.
If you have not already done so, install Interaction Client Web Edition from the IC 3.0
SU10 (NPT) product disc on a Microsoft Windows IIS server on the IC network. Follow
the instructions in the Interaction Client Web Edition and Interaction Client Mobile Web
Client Edition Installation Guide to install Interaction Mobile Web Client. In
Add/Remove Programs, you will select “Change” to enable and install the Interaction
Mobile Web Client feature.

For more information

For more information, see:
• The Interaction Client Web Edition and Interaction Client Mobile Web Client Edition
Installation Guide in the Technical Reference Documents section of the IC
Documentation Library.
• The Interaction Mobile Web Client online help system.

Interaction Process Automation

Interaction Process Automation (IPA) takes the advanced communications
technologies available in IC and applies them to process automation, giving
organizations a cost-effective way to automate business processes end-to-end. IPA
uses intelligent queuing and routing to provide a flexible distribution of process work,
using presence to indicate availability for work assignment and to speed processing
time.
Chapter 14: Optional Installations and Additional Functionality 369

IPA is available in IC 3.0 SU8 and later. The supporting files for the IPA components
are automatically installed with the IC 3.0 SU10 (NPT) IC Server and workstation
application installs. The appropriate IPA licensing is required.

For more information

For more information, see the Interaction Process Automation Support Web site at
https://my.inin.com/support/products/ipa30/Pages/default.aspx for release and
installation information, licensing, and documentation.

Interaction Recorder Client for IC Business Manager

Interaction Recorder Client, an add-on module for IC Business Manager, is used to
search and play back media recording such as phone calls, Web chats, e-mails, faxes,
and screen recordings. Audio recordings can be played back through computer
speakers, headset, or telephone headset. The appropriate client licensing must be
available to view Interaction Recorder Client in IC Business Manager. Interaction
Recorder Client for IC Business Manager is available in IC 3.0 SU8 and later.
The Interaction Recorder Client for IC Business Manager is automatically installed with
the IC 3.0 SU10 (NPT) Business Manager Applications install.

For more information

For more information, see the Interaction Recorder Client for IC Business Manager
help in the Interaction Recorder section of the IC 3.0 Documentation Library at
https://my.inin.com/support/products/ic30/Documentation/index.htm.

Interaction SIP Station

The Interaction SIP Station is a SIP-based device designed for the contact center and
enterprise environment, using power over Ethernet, with physical controls for volume,
mute, on-hook/off-hook, and emergency/urgent speed dial autodial. With its superior
quality audio performance, the Interaction SIP Station offers a low-cost alternative to
basic IP phones, softphones with USB headsets, and high-priced high-end multimedia
phone devices. Interaction SIP Station components are installed with IC 3.0 SU8 and
later.
The Interaction SIP Station firmware is automatically installed with the IC 3.0 SU 10
(NPT) Server install.

For more information

For more information, see the Interaction SIP Station Support Web site at
https://my.inin.com/support/products/SIPStation/Pages/default.aspx for release and
installation information, and documentation.
370 Interaction Recorder Extreme Query

Interaction Recorder Extreme Query

Interaction Recorder Extreme Query is an ultra-fast solution for running searches and
retrieving stored call recordings for playback. The Extreme Query Server can store
information about millions of call recordings for quick retrieval. The Extreme Query
Client is used to conduct extremely fast searches, against the Extreme Query Server,
and playback phone calls. The appropriate client licensing must be available to view
the Extreme Query client in the Interaction Recorder Client module in IC Business
Manager. Interaction Recorder Extreme Query is available in IC 3.0 SU9 and later.
The Interaction Recorder Extreme Query Server install is available on the IC 3.0 SU10
(NPT) product disc under Optional Installs (2). Run the Interaction Recorder
Extreme Query Server install on the Interaction Recorder Extreme Query Server. Make
sure also run the Interactive Update Client install on this server, available on the IC
3.0 SU10 (NPT) product disc.
The Interaction Recorder Extreme Query Client is automatically installed with the IC
3.0 SU10 (NPT) Business Manager Applications install.

For more information

For more information, see:
• The Interaction Recorder Extreme Query Installation Guide in the Technical
Reference Documents section of the IC Documentation Library.

Interaction Recorder Remote Content Service

The Interaction Recorder Remote Content Service is available in IC 3.0 SU 11 and
later.
Interaction Recorder Remote Content Service is an optional subsystem that
performs recording compression, encryption, storage, and cataloging tasks on a
separate server instead of the IC Server. When Interaction Recorder Remote Content
Service handles these tasks, more resources are available on the IC Server for
handling call processing and other interactions.
The Interaction Recorder Remote Content Service install is available to download from
the Interactive Intelligence Support site.

For more information

For more information, see:
• The Interaction Recorder Remote Content Service Installation and Configuration
Guide in the Technical Reference Documents section of the IC Documentation
Library
Chapter 14: Optional Installations and Additional Functionality 371

• The Interaction Recorder Remote Content Service- Installation Support Web site
page at https://my.inin.com/support/products/ic30/Pages/Service-Updates-IR-
Remote-Content-Service.aspx.

IC Integration to IBM Lotus Sametime

IC Integration to IBM Lotus Sametime is available in IC 3.0 SU 11 and later.
You can choose to install the Interactive Intelligence Sametime Adapter on the IC
Server or off the IC Server. The recommended choice depends on the number of IC
Servers in use:
• The on-server (IC Server) deployment model is suggested for customers who do
have more than one pair of IC Servers.
• The off-server (separate server, integration runs as a service) deployment model
is suggested for customers with numerous IC Servers to only one Sametime
Enterprise server.
The IC/Sametime on- and off-server installs are available to download from the
Interactive Intelligence Support site.

For more information

For more information, see:
• The IC Integration with IBM Lotus Sametime 3.0 Support site page at
https://my.inin.com/support/products/integrations30/Pages/IBM-Lotus-
Sametime.aspx.
• The IC Integration to IBM Lotus Sametime Connect Administrator’s Guide in the
Technical Reference Documents section of the IC Documentation Library
• The IC Integration with IBM Lotus Sametime 3.0 - Installation Support Web site
page at https://my.inin.com/support/products/integrations30/Pages/IBM-Lotus-
Sametime-Installation.aspx.

Interaction Client BlackBerry Edition

Interaction Client BlackBerry Edition is available in IC 3.0 SU 15 and later.
The Interaction Client BlackBerry Edition (ICBE) is a graphical client interface that runs
on BlackBerry® smartphones. The client interface provides call control, work status
presence management, directory lookup, and other features found in Interaction Client
.NET Edition.
The Interaction Client BlackBerry Edition install is available to download from the
Interactive Intelligence Support site.
372 IC Integration to RightNow Technologies

For more information

For more information, see:
• The Interaction Client BlackBerry Edition Technical Reference in the Technical
Reference Documents section of the IC Documentation Library
• The Interaction Client BlackBerry Edition - Installation Support Web site page at
https://my.inin.com/support/products/ic30/Pages/Service-Updates-Interaction-
Client-BlackBerry-Edition.aspx.

IC Integration to RightNow Technologies

Starting with IC 3.0 SU 15, IC Integration to RightNow Technologies is released with
IC 3.0 Service Updates. Previously, it was released with Integrations 3.0 Service
Updates.
The IC Integration to RightNow Technologies installation files are available to
download from the Interactive Intelligence Support site.

For more information

For more information, see:
• The IC Integration to RightNow Technologies 3.0 Support site page at
https://my.inin.com/support/products/integrations30/Pages/RightNow-
Technologies.aspx.
• The IC Integration to RightNow Installation and Configuration Guide in the
Technical Reference Documents section of the IC Documentation Library.
Appendix A: OpenSSL Copyright 373

Appendix A: OpenSSL Copyright

NOTICE
This product includes software developed by the OpenSSL Project for use in the OpenSSL
Toolkit (http://www.openssl.org/).
Copyright © 1998-2006 The OpenSSL Project. All rights reserved.
Redistribution and use in source and binary forms, with or without modification, are permitted
provided that the following conditions are met:
1. Redistributions of source code must retain the above copyright notice, this list of
conditions and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright notice, this list of
conditions and the following disclaimer in the documentation and/or other materials
provided with the distribution.
3. All advertising materials mentioning features or use of this software must display the
following acknowledgment:
"This product includes software developed by the OpenSSL Project for use in the
OpenSSL Toolkit. (http://www.openssl.org/)"
4. The names "OpenSSL Toolkit" and "OpenSSL Project" must not be used to endorse or
promote products derived from this software without prior written permission. For
written permission, please contact [email protected].
5. Products derived from this software may not be called "OpenSSL" nor may "OpenSSL"
appear in their names without prior written permission of the OpenSSL Project.
6. Redistributions of any form whatsoever must retain the following acknowledgment:
"This product includes software developed by the OpenSSL Project for use in the
OpenSSL Toolkit (http://www.openssl.org/)"
THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT “AS IS'' AND ANY EXPRESSED OR
IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO
EVENT SHALL THE OpenSSL PROJECT OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT,
INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING,
BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE,
DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY
OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING
NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE,
EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
This product includes cryptographic software written by Eric Young ([email protected]). This
product includes software written by Tim Hudson ([email protected]).
Original SSLeay License
Copyright © 1995-1998 Eric Young ([email protected]). All rights reserved.
This package is an SSL implementation written by Eric Young ([email protected]). The
implementation was written so as to conform with Netscape’s SSL. This library is free for
commercial and non-commercial use as long as the following conditions are adhered to. The
374 IC Integration to RightNow Technologies

following conditions apply to all code found in this distribution, be it the RC4, RSA, lhash,
DES, etc., code; not just the SSL code. The SSL documentation included with this distribution
is covered by the same copyright terms except that the holder is Tim Hudson
([email protected]).
Copyright remains Eric Young's, and as such any Copyright notices in the code are not to be
removed. If this package is used in a product, Eric Young should be given attribution as the
author of the parts of the library used. This can be in the form of a textual message at
program startup or in documentation (online or textual) provided with the package.
Redistribution and use in source and binary forms, with or without modification, are permitted
provided that the following conditions are met:
1. Redistributions of source code must retain the copyright notice, this list of conditions
and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright notice, this list of
conditions and the following disclaimer in the documentation and/or other materials
provided with the distribution.
3. All advertising materials mentioning features or use of this software must display the
following acknowledgement:
"This product includes cryptographic software written by Eric Young
([email protected])."

The word 'cryptographic' can be left out if the routines from the library being used are
not cryptographic related :-).
4. If you include any Windows specific code (or a derivative thereof) from the apps
directory (application code) you must include an acknowledgement:
"This product includes software written by Tim Hudson ([email protected])."

THIS SOFTWARE IS PROVIDED BY ERIC YOUNG “AS IS'' AND ANY EXPRESS OR IMPLIED
WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO
EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT,
INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT
LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR
PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF
LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE
OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF
ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

The license and distribution terms for any publicly available version or derivative of this code
cannot be changed. i.e., this code cannot simply be copied and put under another distribution
license [including the GNU Public License].
Change Log 375

Change Log
The following changes have been made to this document since the IC 3.0 GA release.

Change Log

Change Date

Updated the following sections that discuss Microsoft Outlook supported 1-17-08
versions:
- Chapter 6: “Mail System” – In the Exchange Server section, revised
“Configure the Outlook client on the IC Server” section and added a section
called “Outlook client on user workstations”.
- Chapter 4: “Client Workstation” – Revised the “Microsoft Outlook” and
“Interaction Client Outlook Edition” sections.

Updated the following sections in Chapter 6: “Mail System”: 1-24-08

- “E-mail security”
- “Assign IC administrator account permissions for Exchange”
- “Exchange calendar access (Interaction Mobile Office)”
Created the following new sections in Chapter 6: “Mail System”:
- “Supported protocols for Exchange servers”
- “Create an Exchange Distribution Group for IC users”.

Updated the following sections for information about IC data migration from 2-13-08
pre-IC 3.0 releases to 3.0 using the Interaction Migrator utility:
- “Upgrade and migrations” in Chapter 2: “Getting Started”
- “Re-run IC Setup Assistant” in Chapter 11: “IC Setup Assistant”

Added new section “Mixed Authentication Mode” under “SQL Server” in Chapter 2-19-08
7: “Database Server”.

Updated the following sections in Chapter 11: “IC Setup Assistant” to clarify 2-20-08
database accounts that may be entered and other changes made for Service
Update (SU) 1 in IC Setup Assistant.
- “Select the Microsoft SQL Server” and “Configure the IC Database Name”

Updated the “Select the Certificate and Private Key” section in Chapter 11: “IC 2-22-08
Setup Assistant” to clarify the procedure for securely transferring the Server
Group certificate and private key from the active server to the backup server
using a USB key.
376 Change Log

Change Date

Updated the following sections in Chapter 11: “IC Setup Assistant” to 2-29-08
correspond to updates and corrections currently being made to the Automated
Switchover System technical reference.
- “License File”, “Configure Switchover servers” and “Configure the Switchover
Dataprobe device”.

Updated title page and copyright page for branding and copyright info. 3-14-08

Updated Interactive Update and Service Updates info in: 3-14-08

- “Interactive Updates and Service Updates” in Chapter 2: “Getting Started”.
- “Step 6: Service Updates in Chapter 10: “IC Server Installation”.

Made additional updates to these chapters to correspond to updates and 3-14-08

corrections made to the Automated Switchover System technical reference. and
- Configure Switchover servers” and “Configure the Switchover Dataprobe 4-14-08
device” in Chapter 11: “IC Setup Assistant”.
- “Switchover” in Chapter 14:”Optional Installations and Additional
Functionality”.

Updated the “SIP Soft Phone” section in Chapter 4: “Client Workstation” to refer 4-25-08
to the SIP Soft Phone Administrator’s Guide for client workstation requirements
for the SIP Soft Phone.

Added new section “Oracle configuration issues” under “Oracle Server” in 5-8-08
Chapter 7: “Database Server”.

Made further minor updates to “Configure Switchover servers” and “Configure 5-20-08
the Switchover Dataprobe device” in Chapter 11: “IC Setup Assistant” to
correspond to updates and corrections made to the Automated Switchover
System technical reference.

Updated the “System Administration Guide” section in Chapter 12: “Post- 5-20-08
Installation Configuration” to explain that this guide has been replaced by
“System Administration Procedures”, now available within Interaction
Administrator help.

Updated copyright page. 6-5-08

Updated the “Configure the Outlook client on the IC Server” section in Chapter 6-5-08
6: Mail System” to cover support for Outlook 2007 SP1.

Updated “Configure the time server (SNTP server)” in Chapter 12: “Post- 6-16-08
Installation Configuration” for changes in IC 3.0 SU2.
Change Log 377

Change Date

Updated Chapter 2: “Getting Started” for the following: 9-3-08

- In “Licensing” section, added bullet item about the Advanced Security license.
- In “Release and installation documentation” section, added Upgrade Guide.
- In “IC Documentation Library” and “IC 3.0 Support Web site” sections,
updated screen shots.
- In “Interactive Knowledge Source” section, updated text to match what’s in
the Upgrade Guide.
- In “Interactive Update and Service Updates” section, updated text to match
what’s in the Upgrade Guide.
- Updated “Upgrades” section to now mention the Upgrade Guide and various
upgrade scenarios.

Updated Chapter 14: “Optional Installations and Additional Functionality” for the 9-3-08
following:
- In “Speech Recognition”, section, added support for Nuance Recognizer 9.0, to
be added in an IC 3.0 SU.
- In “Text-to-Speech engines” section. added “MRCP-supported TTS engines”
which was added in an IC 3.0 SU.
- In “IC Session Manager” section, removed references to Bridge Host, which
was removed in an IC 3.0 SU.
- In “IC Integration to Microsoft Dynamics CRM” section, updated requirements
to include support for Microsoft Dynamics 4.0 and ASP .NET 2.0 or later, which
was added in an IC 3.0 SU.
- In “Language Packs” section, added references to Prompt Packs.

Updated Chapter 3: “IC Server” for the following: 9-3-08

- In “Microsoft Windows operating systems” section, made minor text revisions
to match what’s in the Upgrade Guide.
- In “Telephony Platform” section, made minor text revisions to match what’s in
the Upgrade Guide.
- In “Security-related pre-installation procedures, removed the “IC Server
secure connections with subsystems” section as it is related to IC 3.0 security
features not Microsoft Windows security features.
- Added section called “Prepare the IC 3.0 installation media” to match what’s in
the Upgrade Guide. Describes how to update the IC 3.0 installation media with
the latest TS software and SU’s.
378 Change Log

Change Date

Updated Chapter 10: “IC Server Installation” for the following: 9-3-08
- Removed “Installation media” section as it has been replaced by “Prepare the
IC 3.0 installation media” in Chapter 3.
- Updated “Step 2: Telephony Drivers” to include procedures for installing all
four TS drivers instead of just Dialogic HMP.
- Updated “Step 5: Language Pack install” for the latest information on
Language Pack and Prompt Pack installations.
- Updated “Step 6: Service Update” for the latest information on Service Update
installation.

Updated Chapter 11: “IC Setup Assistant” for the following: 9-4-08
- Updated Select the Microsoft SQL Server screen shot and description for
changes made to this screen in an IC 3.0 SU.
- Updated Configure the IC Database Name description to more accurately
reflect choices for upgrade installations.
- Updated Select the Certificate and Private Key screen shot and description for
changes made to this screen in an IC 3.0 SU.
- Updated Configure SIP Lines and the Default Registration Group to be more
accurate for managed IP phone and SIP security procedures documented in
Chapter 12.
- Updated Dialogic HMP IP address selection screen description to emphasize
the drop down list box for multiple NIC cards.
- Updated Add Stations to be more accurate for managed IP phone procedures
documented in Chapter 12.

Updated Chapter 13: “Client Workstation Installations” for the following: 9-4-08
- Updated “Install IC User Applications” section, steps 4 and 6 for additional
information.
- Updated “IC User Applications post-installation procedures” for additional SIP
Soft Phone post-installation procedures.

Updated Chapter 12: “Post-Installation Configuration” for the following: 9-25-08

- Updated the “Configure SIP lines” section for additional licensing information.
- Updated the “Create managed IP phones” section to include complete, step-
by-step instructions.

Made copyedits to “Create managed IP phones” section in Chapter 12: “Post- 9-26-08
Installation Configuration”.

Updated Chapter 6: “Mail System” , section “Supported Lotus Domino servers” 11-26-08
to include support for Lotus Domino 8.0.x, added in an IC 3.0 SU.

Updated Chapter 11: “IC Setup Assistant”, section “Speech Recognition” and 1-23-09
Chapter 14: “Optional Installations and Additional Functionality” to include
support for Nuance Recognizer, added in an IC 3.0 SU.
Change Log 379

Change Date

Removed references to Aculab Prosody X support. 2-16-09

Updated references to new Interactive Intelligence License Management site 2-16-09

address http://license.inin.com.

In Chapter 13: “Client Workstation Installations” in “IC Business Manager 2-16-09

Applications”, added a new section “IC Business Manager (IC 3.0 SU4 and
higher)” which includes info about Interaction Feedback and Interaction
Optimizer Schedule Administration.

In Chapter 14: “Optional Installations and Additional Functionality”, added new 2-16-09
sections on Interaction Client Mobile Edition, Interaction Center Integration to
Office Communications Server 2007, and IC Status Aggregator.

In Chapter 17: “Database Server”, added new section “Interaction Feedback 2-16-09
database”.

In Chapter 17: “Database Server”, corrected section “IC database configuration 3-4-09
options for SQL Server” to state that the standalone IC Database Configuration
install should not be run on the IC Server.

In Chapter 13: “Client Workstation Installations”, added new section “Verify 3-9-09
FQDN resolution to ensure client connectivity with the host IC Server” to be
performed following a client workstation application installation.

In Chapter 14: “Optional Installations and Additional Functionality”, in “Text-to- 4-23-09

Speech engines”, updated the list of supported TTS engines and various TTS
engine references.

Updated trademark and copyright information. 6-3-09

In Chapter 13: “Client Workstation Installations”, in “IC Business Manager (IC 6-3-09
3.0 SU4 and higher”, updated the “Interaction Optimizer Administration” section
for IC 3.0 SU6 enhancements.

In Chapter 11: “IC Setup Assistant”, updated Switchover-related screens, 6-16-09

Server Group certificate and private key screen screens, and Rerun Setup
Assistant screen descriptions for changes in IC 3.0 SU6.

In Chapter 11: “IC Setup Assistant”, updated the SIP Lines and Default 6-16-09
Registration Group screen description for changes in IC 3.0 SU6.

In Chapter 6: “Mail System”, updated “Supported mail systems”. 7-9-09

In Chapter 3: “IC Server”, updated the following sections: “IC Server – 8-10-09
Software-based solutions”, “IC Server – Board-based solutions”, “IC Server
configurations” (Drive partitions), and “Create an IC administrator domain user
account” for the latest Support recommendations.

In Chapter 6: “Mail System”, added sample screen shots to the section on 8-24-09
assigning IC administrator permissions for Exchange 2007, and made a few
other minor updates to this chapter.
380 Change Log

Change Date

In Chapter 4: “Client Workstation”, updated the “SIP Soft Phone” section to 8-24-09
clarify USB headset requirements.

In Chapter 11: “IC Setup Assistant”, updated the SIP Lines and Default 9-1-09
Registration Group screen illustration for info message in IC 3.0 SU7about
permanent registration groups for TCP and TLS.

Made changes for the updated Set Passwords for IC User Accounts screen in 9-1-09
Add Users Assistant in IC 3.0 SU7 that recommends setting user passwords
post-installation in Interaction Administrator for security reasons.
- In Chapter 11: “IC Setup Assistant”, updated “Set passwords for IC user
accounts”.
- In Chapter 12: “Post-Installation Configuration”. “Verify or create user
configuration”.

In Chapter 3: “IC Server”, updated the section “Create and configure the IC 9-2-09
administrator account” to clarify permissions needed if the IC admin account is
configured as a “Domain User”.

In Chapter 14: “Optional Installations and Additional Functionality”, added new 9-4-09
section for Interaction Administrator Web Edition, a new feature in IC 3.0 SU7.

In Chapter 14: “Optional Installations and Additional Functionality”, added new 9-28-09
section for Interaction Mobile Web Client, a new feature in IC 3.0 SU7.

Updated copyright and branding information, and Interactive Intelligence 3-8-10

Support Site URLs.

In Chapter 14: “Optional Installations and Additional Functionality”, removed 3-8-10

“SIP Bulk Call Generator” as it is no longer available.

In Chapter 14: “Optional Installations and Additional Functionality”, added new 3-8-10
sections for “Interaction Process Automation”, “Interaction Recorder Client for
IC Business Manager”, and “Interaction SIP Station”, new features in IC 3.0
SU8 and SU9.

In Chapter 11: “IC Setup Assistant”, updated the “Interaction Recorder 3-9-10
Compressed Files Location” screen shot to correctly illustrate a UNC path.

Added a section called “Enable MSI logging” in the following chapters: “Chapter 3-9-10
3: IC Server, “Chapter 4: Client Workstations” and “Chapter 14: “Optional
Installations and Additional Functionality”.

In “Chapter 13: “Client Workstation Installations”, added a section called 3-9-10

“Remove an IC client-side application Service Update (SU).

Revised “Chapter 3: “IC Server” for better placement of pre- and post- Windows 3-11-10
OS installation configuration recommendations.
Change Log 381

Change Date

In “Chapter 3: “IC Server”, made the following updates: 3-26-10

- In the “Post- Windows OS installation configurations” section:
- Updated the “Paging files” section
- Added a new “Teaming network interfaces” section.
- In the “Dialogic (HMP)” section added a step about teaming network interfaces
to “Dialogic HMP prerequisites”.

In “Chapter 2: “Getting Started”, add a note to the “Licensing” section about 3-26-10
the I3_FEATURE_SU_ALLOWED feature license key in IC 3.0 SU9 and later.

Added a new subsection “Security-related error message when applying Service 5-18-10
Updates” in the following chapters:
- Chapter 3: “IC Server”, in “Security-related pre-installation procedures.
- Chapter 10: “IC Server Installation”, in “Step 6: Service Update.

In “Chapter 4: “Client Workstation”, in “Microsoft Windows operations systems”, 5-18-10

updated the supported Window OS versions for Windows 7.

In “Chapter 6: “Mail System”, in “Assign the recommended IC administrator 5-18-10

permissions in Exchange 2003”, corrected a typo in the “Send As” permission
command line.

In “Chapter 13: “Client Workstation Installations”, in “Install IC User 5-18-10

Applications”, added a note that the Windows Call Control Toolbar is not
supported in Windows 7.

Updated “Chapter 14: “Optional Installations and Additional Functionality” for IC 7-16-10
3.0 SU10 (NPT).

Updated “Chapter 5: “Directory Server” for supported forest and domain 7-22-10
functional levels.

Updated “Chapter 6: “Mail System” for IC 3.0 SU10 (NPT) and to include 7-23-10
support for Microsoft Exchange 2010 server.

Updated “Chapter 1: “Interaction Center Overview” and Chapter 2: Getting 7-26-10

Started” for IC 3.0 SU10 (NPT).

Updated “Chapter 3: “IC Server” for IC 3.0 SU10 (NPT), including revised 7-27-10
section “Update your IC 3.0 installation media”.

Updated “Chapter 10: “IC Server Installation” for IC 3.0 SU10 (NPT). 8-2-10

Made minor updates to “Chapter 11: “IC Setup Assistant” and Chapter 12: 8-2-10
“Post-Installation Configuration” for IC 3.0 SU10 (NPT).

In Chapter 4: “Client Workstation”, revised “E-mail client” section to note that 8-6-10
an e-mail client is required if you wish to use the IC unified messaging feature
in an existing e-mail client.
382 Change Log

Change Date

Updated Chapter 4: “Client Workstations” and Chapter 13: “Client Workstation 8-26-10
Installations” for IC 3.0 SU 10 (NPT), including recommendation to install using
Setup.exe in the workstation install share on the IC Server and new Interactive
Update Client installation requirement.

In Chapter 3: “IC Server” in the “Special hardware considerations” for Dialogic 10-6-10
HMP systems” section, added notes about PAE support.

In Chapter 11: “IC Setup Assistant”, updated “Interaction Recorder compressed 10-6-10
files location” to include information about the creating and configuring the
Temporary Work directory.

In Chapter 4: “Client Workstations”, updated “Client workstation hardware 10-13-10

requirements” section.

Updated the following sections for latest supported Dialogic HMP 3.0 SU 10-13-10
version:
- Chapter 3: “IC Server” in the “Telephony Platform” section
- Chapter 10: “IC Server Installation” in “Step 2: Telephony Drivers”.

Made additional updates to Chapter 10: “IC Server Installation” for IC 3.0 SU10 10-28-10
(NPT).

In Chapter 14: “Optional Installations and Additional Functionality”, in the 12-8-10

“Interaction Recorder and Interaction Screen Recorder” section, removed
recommendation to use a remote audio compression server.

Updated Copyright page. 12-21-10

In Chapter 11: “IC Setup Assistant”, made minor updates including: 12-21-10
- Select IC Optional Components: Updated TFTP Server option description to
include Interaction SIP Station phones configuration.
- Interaction Recorder Compressed Files Location and Interaction Recorder
Unprocessed Media Files Location: Added notes about message to ensure that
selected path exists and is shared.
- IP Address Selection: Updated text and screen shot to ensure proper selection
of address/adapter pair.

In Chapter 12: “Post-Installation Configuration”, updated “Create managed IP 12-21-10

phones” section to include Interaction SIP Station phones.

In Chapter 4: “Client Workstation”, added Microsoft Outlook 2010 to list of 2-23-11

supported Microsoft Outlook versions.

In Chapter 7: “Database Server”, made the following updates: 2-23-11

- In the “SQL Server” section, updated list of supported SQL Server versions
and removed references to SQL Server 2005 Express.
- In the “Oracle” section, updated list of supported Oracle server requirements,
including statement Oracle 11g R2 is supported in IC 3.0 SU11 and later.
Change Log 383

Change Date

In Chapter 11: “IC Setup Assistant”, updated the Configure the IC Database 3-30-11
Name description.

In Chapter 14: “Optional Installations and Additional Functionality”, added items 3-30-11
for the following new feature installs available in IC 3.0 SU 11:
- Interaction Recorder Remote Content Service
- IC Integration to IBM Lotus Sametime

Updated the following chapters for the Interaction Fax 64-bit print driver, 3-31-11
available in IC 3.0 SU 11:
-Chapter 4: “Client Workstation”, in the “IC client workstation applications” and
“Interaction Fax” sections.
-Chapter 9: “Fax Support”.
-Chapter 13: “Client Workstation Installations”, created new section “Fax
support on 64-bit workstations running IC User Applications”.

Updated the following chapters for IC printable documentation available on the 3-31-11
Support Web site in IC 3.0 SU 11:
-Chapter 2: “Getting Started” in the “IC Documentation Library” section.
-Chapter 14: “Optional Installations and Additional Functionality” in the “IC
Printable Documentation” section.

Updated the following chapters for new Switchover licensing made available on 3-31-11
March 28, 2011 (coinciding with the IC 3.0 SU 11 release).
-Chapter 2: “Getting Started” in the “Licensing” section.
-Chapter 14: “Optional Installations and Additional Functionality” in the
“Switchover’ section.

In Chapter 3: “IC Server”, added note to beginning of the “IC Server hardware 4-26-11
requirements” section stating that this section provides hardware requirements
at the time of the IC 3.0 GA release and to contact Interactive Intelligence
Sales for current sizing guidelines.

In Chapter 11: “IC Setup Assistant,” added entry in “IC directory paths and 4-26-11
share table” for the Interaction Fax 64-bit print driver install, available in IC 3.0
SU11.

In Chapter 3: “IC Server,” added additional information to the “Anti-virus 6-9-11

requirements and Best Practices” section about anti-virus package additional
features such as network monitoring and firewalls which are not supported on
the IC Server and other machines on the IC network.

In Chapter 14: “Optional Installations and Additional Functionality”, updated the 8-29-11
“IC Session Manager (“Off-Server”) section.

In Chapter 6: “Mail System”, under “Lotus Domino server”, added new section 12-14-11
“Lotus Domino/Notes support limitations”.
384 Change Log

Change Date

In Chapter 3: “IC Server”: 3-12-12

-Updated “Anti-virus requirements and Best Practices” to exclude Dialogic
directories and sub-directories from active scanning.
-Updated “Update your installation media” to clarify explanation in the “Update
for the latest IC 3.0 Service Update” section.
-Updated copyright information.

In Chapter 3: “IC Server”, Updated the entire “Anti-virus requirements and best 5-31-12
practices” section.

Updated the following chapters for support for Microsoft Exchange Web 7-11-12
Services-based integration in IC 3.0 SU 15:
-Chapter 6: “Mail System”: Revised section on Microsoft Exchange with two
subsections: “Microsoft Exchange Web Services-based integration” and
Microsoft Exchange MAPI-based integration.
-Chapter 4: “Client Workstation”: Updated “E-mail client” section for Microsoft
Outlook and Microsoft Outlook Web Access.
-Chapter 11: “IC Setup Assistant”: Updated “Select Mail Provider” and “Mail
Provider Summary” screen descriptions. Added “Exchange Configuration” screen
description.
-Chapter 12: “Post-Installation Configuration”: Updated “Complete mail
configuration” section.

Updated Chapter 12: “Post-Installation Configuration” for the following items: 7-11-12
-Added new section “Create line groups”.
-Renamed section “Create managed IP phones” to “Create managed IP phones
and associated SIP stations”. This section now refers to the IC Managed IP
Phones Administrator’s Guide for instructions on creating managed IP phones.

In Chapter 14: “Optional Installations and Additional Functionality”, added new 7-11-12
sections for these features available in IC 3.0 SU 15:
-Added new section “Interaction Client Blackberry Edition”.
-Added new section “IC Integration to RightNow Technologies”.

In Chapter 3: “IC Server”, in “IC Server configuration recommendations: pre- 8-8-12

Windows installation”, updated the “Drive partitions and RAID” section.

In Chapter 3: “IC Server”, in “Special hardware considerations for Dialogic HMP 11-16-12
systems”, added a new section “Disable unused NICs on IC 3.0 Servers with
large Dialogic HMP licenses.

In Chapter 14: “Optional Installations and Additional Functionality”, updated “IC 10-30-13
Web Services” for new Web Server requirements and installation instructions for
IC 3.0 SU 18 and later.
Change Log 385

Change Date

In Chapter 5: “Directory Server”, updated for Windows Server 2012 forest and 11-11-13
domain functional level support.

Made the following updates to Chapter 4: “Database Server”: 4-7-14

- “Supported Oracle versions”: Added note and KB article reference about
known issues with Oracle client 11.2.0.1.0.
- Removed “Manual data purges” section per request from as the stored
procedures are no longer provided.

In Chapter 13: “Client Workstation Installations,” updated “Install IC Server 4-7-14

Manager Applications” section with recommendation to use one of the actual IC
server names instead of DNA record for Switchover environments.
Index 387

Index
ACD Access license, 52, 240, 291, 293, CSV file, 115, 188, 243
306 CSV Managed IP Phone list, 176
Active Directory, 69 CSV SIP station list, 176, 290
Aculab, 44, 236, 279 CSV user list, 177, 291
install, 149 Customer Interaction Center
Add Analog Lines Assistant, 285 description, 3
Add Interface and Digital Lines Data purges, 127
Assistant, 236, 287 Data retention, 127
Add Users Assistant, 243 Database administrator account, 129
Advanced Security feature license, 13, Database logging, 131
280 Database server requirements, 113
Anti-virus software, 36 Database space planning
ASR Servers, 345 Oracle, 124
AudioCodes, 45, 279 SQL, 119
install, 152 DCOM permissions, 48, 261, 268
AudioCodes Gateway Configurator, 362 Dial plan, 176, 184, 267, 299
Auto-attendant, 257, 303 Dialogic (board-based), 43, 236, 279
Basic Station license, 52, 240, 293, Dialogic HMP, 42, 230, 236, 268, 279
302 install, 149
Channel banks, 236, 287 teamed NICS, 34, 42
Citrix, 332 Dialogic HMP IP address, 231
Client Access license, 52, 240, 291, Dialogic service, 268
293, 305 Directory server, 69
Client COM, 360 Documentation, 13, 14
Client workstation, 59 installation, 13
administrative privileges, 62 Documentation Library, 14
e-mail client, 61 Domain environments, 69
enable MSI logging, 62 DVD
hardware requirements, 59, 60 IC 3.0 SU10 (New Patch Target), 53
IC client workstation applications, 62 Educational requirements, 9
Microsoft .NET Framework, 60 e-FAQ, 6
software requirements, 60 E-mail administrator account, 112
Windows OS, 60 E-mail certificates, 73
Client workstation installations, 307 E-mail security, 73
Citrix and Terminal Services, 332 Exchange, 101
group policy deployment, 332 Exchange calendar access
Interactive Update Client, 310 Setup Assistant, 223
workstation application share Exchange MAPI-based integration
directory contents, 307 (MAPI), 76
388 Change Log

create Exchange Distribution Group IC Business Manager Applications, 63

for IC users, 77 installation, 327
Exchange calendar access, 101 IC database configuration options, 114
IC administrator account IC Database Configuration standalone
permissions, 84 install, 363
Interaction Administrator, 302 IC directory paths and shares, 269
Outlook client on IC Server, 95 IC Documentation Library, 14, 363
Outlook for users, 102 IC Integration to IBM Lotus Sametime,
Setup Assistant, 218, 221, 223 371
supported servers, 77 IC Integration to Microsoft Dynamics
Exchange server CRM, 64, 356
supported protocols, 75 IC Integration to Microsoft Dynamics
Exchange Web Services-based Great Plains, 64, 357
integration (EWS), 75 IC Integration to RightNow
Exchange Web Services for IC Technologies, 372
Technical Reference, 76 IC license file, 176, 182
Interaction Administrator, 302 IC Printable Documentation, 364
Setup Assistant, 218, 221, 223 IC Server, 25
Fax, 135, 236, 279 64-bit processors, 28
Fax printer driver, 135 Adobe Acrobat Reader, 35
Fax Server, 135 anti-virus software, 35, 36
Firewall, 46 compression software, 35
FQDN resolution to ensure client computer name, 32
connectivity with host IC Server, 324 Create IC administrator account, 50
GetHostID utility, 183 DCOM settings, 48
Group policy deployment, 332 debuggers, 33
GroupWise disk defragmentation, 35
Configure GroupWise POA(s), 107 domain requirements, 32
Configure IC for, 108 drive partitions, 31
for users, 61 enable MSI logging, 51
Generate Trusted Application File, hardware requirements, 25
108 Install e-mail client, 52
GroupWise client on user Microsoft .NET Framework, 31
workstations, 108 Order and generate license, 52
Interaction Administrator, 302 paging files, 33
Requirements, 106 post-Windows OS installation
Setup Assistant, 218, 221 configurations, 32
SOAP-based GroupWise Connector, pre-Windows OS installation
106 configurations, 31
Supported servers, 107 recommended third party tools, 35
Hardware requirements, 25 relocate the Windows TEMP
Historical Reporting, 66 directory, 34
Host ID, 183 security related error message when
IC administrator account, 50, 180, 266 applying Service Updates, 49, 169
Index 389

Security settings, 46 IC VoiceXML, 347

Server verification, 29 IceLib, 359
SNMP, 56 Installation documentation, 13, 14
Software requirements, 30 Installation media
Supported SIP configurations, 41 update for latest IC 3.0 Service
TCP/IP protocols, 32 Updates, 53
teamed NICS, 34, 42 update for latest telephony software,
Telephony driver security settings, 53
48 Installation requirements
Telephony platform, 39 administrative skills, 9
verified processors, 26 Interaction Administrator, 4, 276
viewing options, 33 Exchange MAPI-based integration
Windows Firewall settings, 46 (MAPI), 302
Windows OS, 30 Exchange Web Services-based
IC Server installation, 143 integration (EWS), 302
Apply SU 10 (NPT) to an existing Mail providers, 302
installation, 172 Interaction Administrator Web Edition,
Refresh installation, 171 367
Step 1 Verify IC Server prerequisites, Interaction Attendant, 5
147 Interaction Center
Step 2 Telephony drivers, 148 platform description, 3
Step 3 IC Server install, 152 Interaction Center Extension Library
Step 4 IC Documentation Library (IceLib), 359
install, 158 Interaction Center Integration to Office
Step 5 Language Pack install, 161 Communications Server 2007, 366
Step 6 Interactive Update Provider Interaction Center platform
install, 162 applications, 4
Step 7 Verify Service Update Applied, products, 5
168 Interaction Client, 5
Step 8 IC Setup Assistant, 169 Interaction Client .NET Edition, 62
What is new on the IC 3.0 SU 10 Interaction Client BlackBerry Edition,
(NPT) product disc, 143 371
IC Server Manager Applications, 63 Interaction Client Mobile Edition, 366
installation, 330 Interaction Client Outlook Edition, 64
IC Setup Assistant, 175 Interaction Client Web Edition, 353
IC SOAP Listener, 360 Interaction Designer, 5
IC SOAP Notifier COM, 361 Interaction Dialer, 6
IC SOAP Tracer, 68 Interaction Director, 6
IC Status Aggregator, 367 Interaction Fax, 65, 135, 359
IC Survey file, 176, 179 64-bit print driver, 62, 65, 135
IC Survey System, 56 Interaction Fax Cover Page Editor, 67,
IC System Handlers utility, 364 135
IC User Applications, 62 Interaction Fax Monitor, 135
installation, 310 Interaction Feedback
390 Change Log

Database, 117 Language Packs, 365

Interaction Gateway, 7 LDAP/SMTP/IMAP services, 108
Interaction Host Recorder Client, 68 Configure IC for, 110
Interaction Media Server, 352 Interaction Administrator, 302
Interaction Message Store, 110 Setup Assistant, 218, 221
Anti-virus scanning, 112 Supported servers, 109
Configure IC for, 111 License Management Web site, 10
Interaction Administrator, 302 Licensing, 10, 52, 176, 182, 240, 293
Setup Assistant, 218, 221 Advanced Security license, 12
Interaction Migrator, 19, 362 Switchover, 12, 349
Interaction Mobile Web Client, 368 Line configuration, 285
Interaction Multi-Site, 350 line groups, 283
Interaction Optimizer, 6 Localization, 365
Data log purges, 128 Log Retrieval Assistant, 225
Database, 116 Loquendo, 345
Interaction Process Automation, 368 Lotus Domino/Notes
Interaction Recorder, 5, 213, 342 Administrative privileges, 104
Data log purges, 128 Configure IC for, 106
Database, 115 for users, 61
Interaction Recorder Client, 67 IC Setup Assistant, 218, 221, 302
Interaction Recorder Client for IC Install Notes client on IC Server, 105
Business Manager, 369 requirements, 103
Interaction Recorder Extreme Query, support limitations, 106
370 Supported servers, 104
Interaction Recorder Remote Content Mail administrator account, 112
Service, 370 Mail system, 71
Interaction Report Assistant, 66 mailbox limit settings, 73
Interaction Screen Recorder, 342 Multiple mail providers, 72
Database, 115 S/MIME, 74
Interaction SIP Proxy, 6 SSL/TLS, 73
Interaction SIP Station, 283, 369 supported mail systems, 71
Interaction Supervisor, 66 Managed IP phones, 235, 283
Interaction Tracker, 206 Messaging Interaction Center, 6
Data log purges, 128 Microsoft .NET Framework, 31, 60
Database, 116 Migrations, 267
Interaction Voicemail Player, 65 MSI logging, 51, 62, 342
Interactive Update, 17, 306 Multi-Site, 197, 267
Interactive Update Client, 162, 310 New features
Interactive Update Client installation, security, 12
319 New Installation Checklists, 14
Interactive Update Provider, 162 New Installation Task List, 144
Internet Explorer Integration, 64 Nuance ASR, 345
IP Phone Configurator Nuance OSR, 345
non-managed IP phones, 362 Nuance Recognizer, 345
Index 391

ODBC driver, 124 security related error message when

Oracle, 123 applying Service Updates, 49
Configuration issues, 126 Session Manager, 355
Database maintenance, 126 Setup Assistant, 175
IC database configuration options, Add Stations Assistant – non-
126 managed SIP stations, 235
ODBC driver, 124 Add Users Assistant, 245
Server requirements, 123 auto-attendant configuration, 257
Setup Assistant, 189 confirm domain, 181
Tablespace planning, 124 database configuration, 189
Outlook for users DCOM security limits, 261
Outlook on client workstations, 61, dial plan, 184
103 Dialogic HMP IP address selection,
Outlook Web Access, 61, 103 231
Outlook Web Access, 61, 103 Dialogic HMP license information,
PMQ, 131 230
Polycom, 283 Exchange calendar access, 223
Post-installation configuration, 275 Exchange MAPI-based integration
create line groups, 283 (MAPI), 218, 221, 223
create managed IP phones and Exchange Web Services-based
associated SIP stations, 283 integration (EWS), 218, 221, 223
Pre-Install Survey, 56 IC administrator account, 180
Printable online help, 15 IC license file, 182
Prompt Packs, 365 IC Survey file, 179
Quick reference materials, 15 Import SIP Stations from a CSV list,
Refresh installation, 171 237
Remote Audio Compression Server, Interaction Recorder, 213
344 Interaction Tracker, 206
Render Server, 359 Log Retrieval Assistant, 225
Reporting, 188 Mail providers, 218, 221
Data deletion errors, 128 Multi-Site, 197
Data log purges, 127 prepare for, 175
Reporting database, 114 Reporting, 188
Roles configuration, 256, 298 Re-running, 265
Security, 12 roles configuration, 256
Security settings Server Group Certificate and Private
DCOM permissions, 48 Key, 208, 268
IC Server, 46 Server Group Certificate and Private
security related error message when Key Locations, 210, 268
applying Service Updates, 49 SIP Lines and Default Registration
Telephony driver, 48 Group, 226
Windows Firewall, 46 Site information, 206, 207
Serial Port Service, 364 Speech Recognition, 217
Service Updates, 17 stations, 234
392 Change Log

Switchover, 197 SQL Server ODBC driver, 118

TFTP server, 197 SSL/TLS/SRTP, 12
user configuration, 243 Station configuration, 234, 236
workgroup configuration, 253 boards, 289
Shared Directories licensing, 240
permissions, 269 non-managed IP phones, 289
SIP SIP, 290
lines, 279 SUInstall.exe, 172
security, 12, 279 Support Pre-Installation Verification
SIP configurations, 20, 41 Checklist, 58
SIP Lines and Default Registration Support Web site, 16
Group, 226 Switchover, 197, 267, 268, 316, 321,
SIP Proxy, 6 324, 331, 348
SIP security license, 12 System Administration Guide, 278
SIP Soft Phone, 65, 283, 324 T.38 (fax over IP), 135
SIP Station configuration, 290 TAPI, 46
SIP/AudioCodes, 45, 236 TAPI Recording and Monitoring server,
SIP-based IC systems, 20 358
SNMP, 56 Telephony, 42
Software requirements, 30 Telephony Application Notes, 14
Speech Recognition, 345 Telephony platform requirements, 39
Loquendo ASR, 217 Terminal Services, 332
Nuance ASR, 217 Test Lab site, 16
Nuance OSR, 217 Text-to-Speech engines
Nuance Recognizer, 217 MRCP supported engines, 346
SQL Server, 117 SAPI supported engines, 346
Configuration, 121 TFTP Server, 198, 267
Database maintenance, 121 Upgrade Guide, 14
Database space planning, 119 Upgrades, 19
IC database configuration options, USB key, 53
122 User configuration, 243, 291
Mixed Authentication Mode, 118 User guides, 15
ODBC driver, 124 Web Services, 354
Requirements, 117 Windows Firewall, 46
Setup Assistant, 189 Workgroup configuration, 253, 296