PureConnect®

2022 R1

Generated:
22-February-2022

Content last updated:

PureConnect
08-November-2021
See Change Log for summary of
Installation and Configuration Guide
changes.

Abstract
This document describes how to install and con gure a new CIC 2015
R1 or later installation.
For the latest version of this document, see the PureConnect
Documentation Library at: http://help.genesys.com/pureconnect.

For copyright and trademark information, see

https://help.genesys.com/pureconnect/desktop/copyright_and_trademark_information.htm.

1
Table of Contents
Table of Contents 2
Introduction 7
Customer Interaction Center (CIC) 7
Improved architecture 7
Eliminate third-party telephony components 8
Increased scalability and reliability 8
Virtualization support for CIC server 8
Customer service enhancements 9
Management enhancements 9
CIC distribution model 9
CIC releases 9
New CIC installations 9
Release updates 9
CIC patches 11
Patches and engineering specials 11
Getting Started 12
About this guide 12
Administrative skills needed for CIC systems 12
Licensing 13
Software Downloads 13
CIC 2015 R1 or later .iso file 13
Release and installation documentation 14
Release Notes 14
New Installation Checklists 14
Installation and Configuration Guide 14
PureConnect Documentation Library 14
Printable documentation 14
Product Information site 14
Testlab site 14
CIC System Requirements 15
Hardware Requirements 15
Software Requirements 15
CIC System Hardware Requirements 16
IC Server minimum system requirements 16
Recommendations for typical large-scale IC implementations 16
Contact Center 16
Enterprise 16
Additional software components 17
Sizing guidelines 17
Virtualization 17
Client/Admin workstation system requirements 17
IC User Applications 17
Minimum 17
Recommended 18
IC Business Manager Applications 18
Minimum 18
Recommended 18
Interaction Optimizer in IC Business Manager 18
Minimum 18
Recommended 18
IC Server Manager Applications 18
Minimum 18
Recommended 19
CIC System Software Requirements 20
CIC Server 20
Operating System 20
Microsoft .NET Framework 20
Interaction Media Server 20
Operating System 20
Other CIC Application Servers 21
Operating System 21

2
 Microsoft .NET Framework 21
Client/Admin Workstation 21
Operating System 21
Microsoft .NET Framework 21
Supported Mail Systems 22
Database 22
Web Server 23
Other requirements 23
Web Browser 23
Speech Recognition Engine (ASR) 23
Text to Speech Engine (TTS) 24
Desktop Virtualization 24
Data and System Protection Software 24
Pre-Installation Procedures 25
CIC server 25
CIC server minimum hardware requirements 25
Recommendations for typical large-scale CIC implementations 26
Virtualization support for CIC environment 27
CIC server software requirements 27
CIC Server configuration recommendations: pre- and post- Windows OS installation 31
Recommended third party tools 36
Anti-virus requirements and best practices 36
PureConnect QoS driver 38
Security-related settings 39
Create and configure the CIC administrator account 41
(Optional) Install and configure the email client 42
Plan license assignment and allocation 42
Order and generate the CIC 4.0 license 43
(Optional) Install SNMP 43
(Optional) IC Survey System 44
Interaction Media Server 44
Requirements and installation 44
Configuration 45
Client Workstation 46
Client workstation hardware requirements 46
Client workstation software requirements 48
Supported Mail Systems 51
Administrative privileges 51
IC User Applications (32-bit and 64-bit) install 51
IC Business Manager Applications install 53
IC Server Manager Applications install 54
Localized client workstation applications and requirements 55
Additional Servers 55
Directory server 56
Switchover 56
DHCP server 56
DNS server 56
Web server 56
ASR server 57
TTS server 57
Mail System 57
Supported mail systems 57
Email server recommendations 58
Email security 58
Supported protocols for Microsoft Exchange servers 59
Microsoft Exchange Web Services-based integration 60
IBM Domino server 76
Novell GroupWise server 77
Gmail (Google Apps for Work) 79
LDAP/SMTP/IMAP services 79
Interaction Message Store 80
Required mail system information 81
Database Server 82
CIC Database Configuration 82
CIC Database Configuration options 82
3
 Reporting tables 83
Interaction Recorder tables 83
Interaction Tracker tables 83
Interaction Optimizer tables 84
Interaction Feedback tables 84
Interaction Process Automation tables 84
SQL Server 84
Oracle 87
Data retention 89
Required database information 90
Database Schema Change Library 92
Database changes and troubleshooting 93
Database Logging 93
About PMQ 93
Directory paths for file storage 93
Storage file naming 94
Storage cleanup process 94
Data recovery 94
Fax Support 94
Supported fax platforms: T.38 and T.30 (fax over IP) 95
Fax installation and configuration on the CIC server 96
Create and configure standalone fax machines 96
Interaction Media Server faxing 98
Fax components on client workstations 99
Install CIC 101
CIC Server Installation 101
Step 1: Download and copy the CIC release .iso to a file server 101
Step 2: Verify CIC server prerequisites 101
Step 3: Run Install.exe 101
Step 4: Load the CIC license file 104
Step 5: CIC server install 104
Step 6: PureConnect Documentation Library install 110
Step 7: Interaction Text-to-Speech install 110
Step 8: Interaction Firmware install 110
Step 9: Interactive Update Provider install 110
Step 10: Restart to complete the release installation 115
Step 11: Apply the latest patch 115
Step 12: Run IC Setup Assistant 116
Step 13: Post-installation tasks 117
Uninstall CIC 117
IC Setup Assistant 119
Prepare for IC Setup Assistant 120
Run IC Setup Assistant 120
Re-run IC Setup Assistant 182
\I3\IC directory paths and shares 184
Post-Installation Configuration 188
Interaction Administrator 188
Master Administrator configuration 189
Authorized Master Administrator Network Accounts 189
Verify Master Administrator permissions and rights 190
Ensure the Master Administrator has been assigned Full CIC Client Privileges 191
Set up an extension and password for the CIC Administrator User 192
Set up a Master Administrator Mailbox 193
Create a unique Site ID 193
Configure SIP lines 193
SIP lines for internal station-to-station calls 194
Create SIP line for outbound calls 195
Create additional SIP lines 195
Changes to SIP Line Configuration 196
Create Line Groups 197
Create managed IP phones and associated SIP stations 197
Verify or create non-managed SIP stations 198
Verify non-managed SIP station configuration 198
Verify or create users 199
Allocate Access licenses 200
4
 Client Access license allocation 200
Configure Membership 202
Basic Station license allocation 204
Verify or create workgroups 205
Verify or create roles 206
Verify or create the dial plan 207
Verify a regional dial plan 207
Verify an old dial plan 208
Enable Switchover replication for mail interactions 208
Complete additional mail provider configuration 209
Install IC User Applications on client workstations 209
Test system for basic functionality 210
Call from internal phone to another internal phone 210
Call from an internal phone to an external phone 210
Call from an external phone to an internal phone via IVR 210
Retrieve voicemail from email client 210
Test auto-attendant 211
Client Workstation Installations 212
Workstation application install share directory contents 212
IC User Applications (32-bit and 64-bit) 214
IC Business Manager Applications installation 231
IC Server Manager Applications installation 232
Group Policy deployment 234
Desktop Virtualization for client workstation applications 235
Optional Installations and Additional Functionality 236
Optional installations and additional files on the CIC installation media 237
Trust off-host certificates following off-server installations 237
ASR Servers 237
Interaction Recorder and Interaction Screen Recorder 238
Interaction Recorder Remote Content Service 238
Interaction Recorder Extreme Query 239
Interaction Administrator Web Edition 239
Interaction Center Extension Library (IceLib) SDK 239
CIC VoiceXML Interpreter Server 239
Interaction Multi-Site 240
Status Aggregator 240
Interaction Analyzer 240
Interaction Process Automation 240
Interaction Feedback 241
Interaction Tracker 241
Interaction Optimizer 241
Interaction Web Tools 241
Session Manager ("Off-server") 242
CIC Render Server 242
SOAP Listener 242
SOAP Notifier COM Components 242
CSV lists 243
G-729 Hold Audio files 243
Get Host ID 243
CIC Database files 243
PureConnect Documentation Library installation 244
IC Survey System 244
IC System Handlers 244
SNMP 244
CIC Language Packs and Prompt Packs 245
IPA Integration with SharePoint 245
CIC Integration with LiveLOOK 245
CIC Integration with HEAT 245
CIC Integration with IBM Sametime 245
CIC Integration with Microsoft Lync 245
For more information 245
CIC Integration with Remedy and Remedy IVR 245
CIC Integration with Workforce Management 246
For more information 246
5
 CIC Scheduled Reports 246
For more information 246
Interaction SIP Bridge installation 246
For more information 246
Microsoft Outlook Interaction Desktop Add-in installation 247
For more information 247
Interaction Media Streaming Server 247
Interaction Web Portal 247
Interaction Marquee 247
For more information 247
CIC Integration with Oracle Siebel 248
For more information 248
PureConnect Integration to Oracle Service Cloud 248
For more information 248
Interaction Center Web Services (ICWS) SDK 248
For more information 248
IPA Stand-Alone Web Client 248
For more information 248
Interaction Connect 249
For more information 249
CIC Appliance .iso 250
For more information 250
ININProductInfo utility 250
Crystal Report Import Utility 251
Genesys Cloud for PureConnect Integration 251
Appendix A: OpenSSL Copyright 252
Appendix B: Device Install Hint 254
Change Log 257

6
Introduction
Customer Interaction Center (CIC)
Customer Interaction Center (CIC) has always been a powerful all-in-one solution for IP business communications. CIC provides an
architecture that's even more powerful, user tools that make the customer experience even more satisfying, and management tools
that dramatically improve the performance of any business.

This section includes:

Improved architecture
Customer service enhancements
Management enhancements
CIC distribution model

7
Improved architecture
CIC's strength originates from moving all audio processing to the Interaction Media Server appliance and making the CIC Server a
pure application server. For a business's communications infrastructure, the benefits are both measurable and wide-ranging.

Eliminate third-party telephony components

CIC is now a pure application server, a shift that eliminates the need for third-party voice hardware or HMP software.
In place of voice hardware and HMP, Genesys has upgraded the Interaction Media Server to handle all CIC audio needs and
developed Interaction Media Server for durability in processing these audio functions at high volumes.

Increased scalability and reliability

Perform many more operations than in previous CIC releases with the Interaction Media Server’s high volume processing:
Compression/encryption
Prompts and DTMF(IVR)
Call analysis
Fax
Conference
Enhance system continuity, with the option to take selected Interaction Media Servers out of service for maintenance without
impacting system performance

Virtualization support for CIC server

Get full virtualization support for the CIC server and other servers on the CIC network.
For more information, see the PureConnect site at https://www.genesys.com/platform/pureconnect and the Release Information
page at https://help.genesys.com/pureconnect/desktop/pureconnect_product_releases.htm.

8
Customer service enhancements
CIC customer service experience enhancements include:
Enhanced web client
Additional email handling
Agent assistant
New web portal for internal stakeholders and external customers
For more information, see the PureConnect site at https://www.genesys.com/platform/pureconnect and the Release Information
page at https://help.genesys.com/pureconnect/desktop/pureconnect_product_releases.htm.

Management enhancements
CIC management enhancements include:
Real-time speech analytics
Improved quality monitoring
Reporting and supervisory enhancements
For more information, see the PureConnect site at https://www.genesys.com/platform/pureconnect and the Release Information
page at https://help.genesys.com/pureconnect/desktop/pureconnect_product_releases.htm.

CIC distribution model

The CIC distribution model is based on the mainline continuous development of CIC 4.0, expressed in the 20## R# Patch# format.
The CIC Distribution model includes:
New CIC installations
Release updates
CIC patches
Patches and engineering specials
Note : For the purposes of this guide, "CIC" generally refers CIC 2015 R1 or later, acknowledging that it is based on the continuous
development of CIC 4.0. Specific release/version numbers are provided as needed, for example when discussing migrations or when
a feature was introduced.

CIC releases
CIC 4.0 SU 6 was the last release using the older model. CIC 2015 R1 is first release to use the distribution model in the 20##
R# Patch# format..
CIC 2015 R1 or later releases consist of new features, enhancements, and bug fixes.
CIC 2015 R1 or later release components are .msi files.
Each CIC 2015 R1 or later release functions as a new CIC installation and as an update to existing CIC installations.
CIC 2015 R1 or later can be applied to any CIC 4.0 SU.

New CIC installations

For information on new CIC installations, go to Getting started in this document.

Release updates
Apply the latest CIC 2015 R1 or later release to an existing CIC 4.0 SU 6 or earlier, CIC 2015 R1 or later, or PureConnect 2016 R2 or
later system.

9
Server Components
The following instructions show how to apply server components to a system for Interaction Media Server, CIC Server, and other
servers on the CIC system.
To start, if you have not done so already, download and copy the CIC_20**_R*.iso to a file server, mount the .iso, and share the
contents.

Interaction Media Server

Interaction Media Servers (and ASR servers) must be updated before the CIC server.
1. On the Interaction Media Server, navigate to the \Installs directory on the CIC 20** R* share launch Install.exe , and open the
Off-Server Components tab. Interaction Media Server component is automatically selected and marked as Update .
2. Click Install . An Install Confirmation dialog box lists the selected Interaction Media Server component.
3. Click OK . Install.exe auto-starts and proceeds to run the patch updates install automatically. The install screens appear as
Install.exe works through them, but no user input is needed.
4. Repeat steps 1 through 3 to update ASR server components on the ASR server.

CIC Server

1. On the CIC server, navigate to the \Installs directory on the CIC 20** R* share and launch Install.exe . The Server
Components tab appears.
The CIC server and Interaction Firmware components are automatically selected and marked as Update .
Other components already installed, such as CIC Documentation Library, Interactive Update Provider, Language Packs, or
Integrations, are also marked as Update .
2. If you wish to install components not currently installed, locate the components on the appropriate tab and select them.
3. Click Install . An Install Confirmation dialog box lists all selected components.
4. Click OK . Install.exe auto-starts and proceeds to run the update installs automatically. The install screens appear as Install.exe
works through them, but no user input is needed.

Other Servers

Follow the same instructions to apply off-server components release components located on the Off-Server Components tab or
Integrations tab to other servers on the CIC system.

Workstation Components
After the CIC Server has been updated, choose from one of the following methods to apply the CIC release components to existing
CIC workstations:
(Recommended) Use Interactive Update to apply release updates to workstations. For more information, see the Interactive
Update Technical Reference.
Run Setup.exe in the appropriate shares on the CIC Server.
Use Group Policy deployment to push release updates to workstations. For more information, see the Group Policy Deployment
for IC Applications Technical Reference.

Note : Since you must always apply the latest patch after installing CIC 2015 R1 or later, you can wait until you have applied the
latest patch and then apply both release and patch updates to existing PureConnect (CIC) workstations at the same time, using
any of these deployment methods.

Customized Files and Handlers

When an existing 4.0 SU or 2015 R1 or later system is updated to the latest 20## R# release, customized audio (.wav) files and
handlers are preserved. It is no longer necessary to back up customized files and handlers prior to the update or publish custom
handlers after the update.

10
CIC patches
Patches are a feature of the distribution model.
A patch is a package of Engineering Specials (bug fixes only) created for a CIC 20## R# release, cumulative of previous
patches.
Patches are released every two weeks for the current and previous releases, and as needed for prior releases.
CIC 2015 R1 Patch1 and later patch components are .msp files.

Patch Process Support

The original, recommended approach is to apply the latest patch in its entirety after installing a release. For example, download and
apply all CIC 2016 R1 Patch1 components after installing CIC 2016 R1, following the instructions to apply the latest patch.
However, in an effort to simplify the patch process, we now allow devices within an organization to be on different patch versions
within the same release. This minimizes the patch process effort as you only need to apply patches to devices that require a
specific fix contained in a patch. See PureConnect Customer Care KB article Q145030232900218​ ​for the complete patch process
support statement.
To assist in deciding which patch installs to run, the Summary file​ associated with each patch includes a "Device/Install Hint" field
and name after each SCR.
The Device Install Hint appendix lists all of the names and the corresponding installation programs required for each entry, so you
know which installs are required for each fix.

Patches and engineering specials

The Known Issues page describes Engineering Specials and higher priority fixes for CIC and Interaction Dialer for the latest
supported release/patch version, plus the three supported previous release/patch versions available on the Downloads page.
The Known Issues page is auto-updated daily.
Because of the two-week patch cycle, Engineering Specials appear much less frequently on this Known Issues page than they did
for 4.0 and 3.0. If an issue is considered critical enough that the fix should be made available between patch cycles, an Engineering
Special (ES) is created for the latest supported CIC or Dialer release/patch (for example, CIC 2019 R1 Patch1) and made available
through PureConnect Customer Care. The ES is listed on the Known Issues page for as long as that patch is available and is
included in the next patch (for example, CIC 2019 R1 Patch2). When the next patch is released, the ES is removed from the Known
Issues page.
Outstanding SCRs are automatically targeted for the next patch, unless they are determined to be so critical that they must be
released as an ES between patches. Outstanding SCRs are listed in the Known Issues tables only if an ES was created for them.
To view issues fixed in the latest CIC and Dialer patches, see the appropriate release/patch Summary documents on the Downloads
page. The Summary documents are cumulative. For example, the Summary document for CIC 2019 R1 Patch6 contains the
information from the initial CIC 2019 R1 release plus all patches up to Patch6.
To preview issues fixed in the next CIC and Dialer patches, click Preview issues resolved in [release/patch] on the Known
Issues page below the appropriate table.

11
Getting Started
This section summarizes the administrative skills and licensing needed for CIC systems, and describes various sources of CIC
system information and where to find it.
About this guide
Administrative skills needed for CIC systems
Licensing
Software Downloads
CIC 2015 R1 or later .iso file
Release and installation documentation
PureConnect Documentation Library
Printable documentation
Product Information site
Testlab site
CIC 2.4/3.0 to 2015 R1 or later migrations

About this guide

This guide is intended for partners, planners, implementers, administrators, developers, and others who plan to install and configure
a new CIC 2015 R1 or later system.
This guide includes the pre-installation, installation, and post-installation procedures necessary for a successful basic
implementation of a new CIC system. It provides summary material about additional servers and optional installations, and
refers to other documents for detailed information.
This guide assumes that you have a basic knowledge of SIP-based Customer Interaction Center systems, consisting of some
or all of these components: CIC server Switchover system, Interaction Media Server, Interaction SIP Proxy, and IP phones.

Administrative skills needed for CIC systems

CIC requires a broad range of administrative experience since it is PC and network based, and because it interfaces with telephone
system equipment and enterprise software such as Active Directory, Microsoft Exchange, IBM Domino, Microsoft SQL Server,
Oracle Server and others. Administrators from various departments may work together on different aspects of CIC 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 Customer Interaction Center systems. Please visit
https://beyond.genesys.com/explore/home for a complete list of training options.

12
Licensing
CIC uses a system management module for licensing. You can manage licenses on the CIC server and flexibly allocate those
licenses. As your business changes and grows, you can easily view the status of your product licenses. This helps to better manage
your budgeting concerns when increasing counts of features and functions on your system.
Manage and configure your CIC product licenses using the Activation File Management Tool, at
https://genesyspartner.force.com/customercare/GenesysCommunityLogin. New license types offer you more flexibility in
developing new applications and performing trials on new functionality.
PureConnect 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 license. The CIC server has a
base server license with add-on server features that can be purchased as a package or individually.
CIC client features are licensed by user, station , or both (based on the feature) and are referred to as Client Access
Licenses . User licenses are either assignable or concurrent, and station licenses are assignable only.
An ACD Access license is required for ACD functionality. It can be assigned to users, stations, or both.
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.
You can also configure a remote station . In Remote Licenses , all CIC 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.
The I3_FEATURE_SU_ALLOWED feature license key, which signifies a current Licensing, Maintenance, and Support contract
with Genesys, must be present in the CIC server license in order to apply CIC release updates.
Production licenses include the information for both servers in a Switchover pair . This single license file can be applied
to both machines.
For more information, see:
"Plan license assignment and allocation" and "Order and generate the CIC license" in "CIC server".
PureConnect Licensing Technical Reference in the PureConnect Documentation Library.
Activation File Management Tool (https://genesyspartner.force.com/customercare/GenesysCommunityLogin).

Software Downloads
All PureConnect software downloads are available from the Product Downloads page , which requires appropriate credentials.
Separate images are available to download and install for:
CIC
Interaction Dialer
CIC Web Applications
Interaction Conference
eFAQ
Integrations
Migration
Interaction Gateway
Interaction Director
Each image includes a Readme file and a Summary file that lists fixes in the latest release. New product releases are generally
available every three months and patches are released every two weeks.

CIC 2015 R1 or later .iso file

CIC 2015 R1 and later releases and patches are a distributed as .iso files, available for download from the PureConnect Product
Downloads page at https://help.genesys.com/pureconnect/secure/Downloads.aspx.

13
Release and installation documentation
Before you begin a new installation, we strongly recommend that you read the following release and installation documentation. For
the latest information, see the Product Release Information page at
https://help.genesys.com/pureconnect/desktop/pureconnect_product_releases.htm.

Release Notes
The PureConnect Release Notes describe new features in CIC, cumulative from CIC 4.0 GA to CIC 4.0 SU 6, and CIC 2015 R1 or
later.

New Installation Checklists

Follow the checklists to perform a new CIC installation. Each summary step contains a reference to the PureConnect Installation
and Configuration Guide (this guide).

Installation and Configuration Guide

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

PureConnect Documentation Library

The PureConnect Installation and Configuration Guide contains many references to finding documentation in the PureConnect
Documentation Library.
The PureConnect Documentation Library merges all help systems and documentation installed on the CIC server into a single
searchable unit. The PureConnect 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.
You can view the PureConnect Documentation Library from:
http://help.genesys.com/cic/
The CIC server from Start…Programs->PureConnect->Online Documentation->IC Documentation Library, after
completing the CIC server installation.

Printable documentation
The CIC printable documentation provides print versions in .pdf format of the CIC online help systems (English and localized
versions). 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.
CIC printable documentation is available at http://help.genesys.com/cic/desktop/Printable_Documentation.htm.

Product Information site

The Product Information site at https://help.genesys.com/pureconnect/desktop/pureconnect_product_releases.htm is the central
location for the latest CIC 2015 R1 or later release information, documentation, system software and hardware requirements, and
downloads.

Testlab site
The Testlab site at http://testlab.genesys.com/ is a resource for tracking the latest hardware and software components that have
passed interoperability testing for use with CIC products.

14
CIC System Requirements
Hardware Requirements
System hardware requirements
Server and workstation hardware requirements
Verified servers
Servers that have been tested and verified for use with CIC
Virtualization Technical Reference​
Best practices and strategies for successfully deploying PureConnect products

Software Requirements
System software requirements
Server and workstation software requirements

15
CIC System Hardware Requirements
This information was formerly in the Product Information Site. Additional information available at Genesys Testlab
IC Server minimum system requirements
Recommendations for typical large-scale IC implementations
Sizing guidelines
Virtualization
Client/Admin workstation system requirements

IC Server minimum system requirements

This section describes the minimum hardware requirements for an IC Server at the time of the CIC 2015 R1 release.
Processor: Intel Xeon E-series 64-bit quad-core processor or better
Memory : minimum of 3 GB of RAM (configured to employ all memory channels for performance)
RAID controller: hardware SAS/SATA 6.0 Gb/s controller with RAID 1 and 512 MB write-cache
Hard drives: SAS or SATA 6.0 Gb/s configured for RAID 1 (minimum logical volume size of 500 GB* recommended)
Optical drive: DVD-ROM drive (if installing from DVD media)
Network: Gigabit 100/1000 baseT Ethernet adapter
Desktop Display: SVGA/XGA adapter with 4 MB of RAM (1024x768x24bpp)
* For sites that may require increased tracing for troubleshooting purposes, it is likely that more than the minimum disk
requirement will be needed. Customers' individual requirements and results will vary.

Recommendations for typical large-scale IC implementations

This section presents recommendations for typical large-scale CIC implementations using packaged PureConnect Interaction
Application Servers* at the time of the CIC 2015 R1 release.
* See Testlab for a list of packaged PureConnect Interaction Application Servers and specifications for each.
Contact Center
Enterprise
Additional software components

Contact Center
3000 users and stations (premise-based)
IC Servers
Switchover pair
Using enterprise-scale CIC-imaged Interaction Application Servers
IC Session Manager (Off-Server)
2000 users each (max) N+1=3
Using large-scale Interaction Application Servers
Interaction Media Servers with Interaction SIP Proxy
400 points each (max) N+1 = (based on expected call volume)
Using enterprise-scale Media Server-imaged Interaction Application Servers

Enterprise
8000 users and stations with client workstations or 15,000 phone-only
IC Servers
Switchover pair and/or multi-site
Using enterprise-scale CIC-imaged Interaction Application Servers
IC Session Manager (Off-Server)
2000 users each (max) N+1 = 5 or 9
16
 Using large-scale Interaction Application Servers
Interaction Recorder Remote Content Server
4000 users each(max) N+1 = 3 or 5
Using small-scale Interaction Application Servers
Interaction Media Servers with Interaction SIP Proxy
400 points each (max) N+1 = (based on expected call volume)
Using enterprise-scale Media Server-imaged Interaction Application Servers
IC Status Aggregator
5000 users recommended (~15,000 max) N+1 = 2 (either scenario)
Using small-scale Interaction Application Servers

Additional software components

This section lists additional software components capable of using dedicated server hardware that can be added to the Contact
Center and Enterprise examples. The decision to include these components should be based on requirements determined by the
partner or channel-sales representative.
ASR Server
TTS Server
Web Server (Interaction Web Tools, Web Clients)
Interaction Conference Media Server
Interaction Recorder Extreme Query Server
Interaction Recorder Remote Content Server
IC Multi-Site (RTM) Server
IC Render Server
IC Status Aggregator Server
IC VoiceXML Interpreter Server
Interaction Dialer Central Campaign Server (CCS)
Interaction Dialer Outbound Server (ODS)

Sizing guidelines
For current sizing guidelines for CIC systems with multiple components on hardware-based and virtualized systems, contact the
PureConnect Sales team.

Virtualization
For the latest information on support for virtualization in CIC, see the CIC Virtualization Technical Reference.

Client/Admin workstation system requirements

This section describes the minimum and recommended hardware requirements for running IC User Applications, IC Business
Manager Applications, Interaction Optimizer in IC Business Manager (for schedule creation/modification and intraday
reforecasting), and IC Server Manager Applications on client/admin workstations.

IC User Applications

Minimum
Processor : Intel® Pentium® 4 @ 2.4GHz or AMD® equivalent
Memory : 4 GB system memory
Disk space for default installation : 550 MB of available hard disk space
Disk space for full installation : 900 MB of available hard disk space
Disk space for tracing and debugging files : Up to 8 GB disk space*
Network : 100 Mb network controller
17
 Recommended
Processor : Intel® Core™ i3 Processor or AMD equivalent
Memory : 8 GB system memory
Disk space for default installation : 700 MB of available hard disk space
Disk space for full installation : 1 GB of available hard disk space
Disk space for tracing and debugging files : Up to 20 GB disk space*
Network : 1 Gb network controller

IC Business Manager Applications

Minimum
Processor : Intel® Core™ i5 Processor or AMD equivalent
Memory : 4 GB system memory
Disk space for installation : 700 MB of available hard disk space
Disk space for tracing and debugging files : Up to 20 GB disk space*
Network : 100 Mb network controller

Recommended
Processor : Intel® Core™ i7 Processor or AMD equivalent
Memory : 8 GB system memory
Disk space for installation : 1 GB of available hard disk space for installation
Disk space for tracing and debugging : Up to 80 GB of disk space*
Network : 1 Gb network controller

Interaction Optimizer in IC Business Manager

Needed for schedule creation, modification, and intraday reforecasting. For more information, see Interaction Optimizer
Requirements and Limitations Overview​.

Minimum
Processor : Intel® Core2™ i7 Processor with at least 4 cores or AMD equivalent (Fx)
Memory : 8 GB system memory
Disk space for installation : No extra besides IC Business Manager requirements
Disk space for tracing and debugging files : No extra besides IC Business Manager requirements
Network : No extra besides IC Business Manager requirements

Recommended
Processor : Intel® Core™ i7 Processor Extreme Edition with at least 6 cores or AMD equivalent (Fx)
Memory : 16 GB system memory (DDR4-1600/2133)
Disk space for installation : No extra besides IC Business Manager requirements
Disk space for tracing and debugging : No extra besides IC Business Manager requirements
Network : No extra besides IC Business Manager requirements

IC Server Manager Applications

Minimum
18
Processor : Intel® Pentium® 4 @ 2.4 GHz or or AMD equivalent
Memory : 4 GB system memory
Disk space for installation : 900 MB of available hard disk space
Disk space for tracing and debugging files : Up to 10 GB disk space*
Network : 100 Mb network controller

Recommended
Processor : Intel® Core™ i3 Processor or AMD equivalent
Memory : 8 GB system memory
Disk space for installation : 1.2 GB of available hard disk space
Disk space for tracing and debugging : Up to 20 GB of disk space*
Network : 1 Gb network controller
* Hard drive sizing recommendations are based upon moderate loading of average-sized implementations with trace levels
set to default values. Increasing the trace log levels beyond this level can greatly effect storage requirements. Monitoring of
available drive space at regular intervals will be required due to the uncompressed nature of these off-host logs files. Only
trace logs generated on the IC Server get compressed on a daily basis.​​

19
CIC System Software Requirements
This information was formerly in the Product Information Site. Additional information available at Genesys Testlab
CIC Server
Interaction Media Server
Other CIC Application Servers
Client/Admin Workstation
Supported Mail Systems
Database
Web Server
Web Browser
Speech Recognition Engine (ASR)
Text to Speech Engine (TTS)
Desktop Virtualization
Data and System Protection

CIC Server

Operating System
Microsoft Windows Server 2019 (64-bit)
Supported in PureConnect 2020 R1 and later
Interaction Web Portal and Interaction Administrator Web Edition are not supported because Windows Server 2019 does not
support Silverlight.
Microsoft Windows Server 2016 (64-bit)
Supported in PureConnect 2018 R2 and later
Microsoft Windows Server 2012 R2 (64-bit)
Supported in CIC 2015 R1 and later
Download and apply Microsoft KB article 2919355

Microsoft .NET Framework

Microsoft .NET Framework 4.7 or later
Required for PureConnect 2018 R4 and later
Microsoft .NET Framework 4.5.2 or later
Required for CIC 2016 R1 through 2018 R3
Microsoft .NET Framework 3.5
Windows Server 2016: Can be added via the Server Manager
Windows Server 2012 R2: Install in Server Manager->Add roles and features. Note : See Microsoft KB article 2734782 for known
issue.

Interaction Media Server

Operating System
M icrosoft Windows Server 2019 (64-bit)
Supported in PureConnect 2020 R1 and later
Microsoft Windows Server 2016 (64-bit)
Supported in PureConnect 2016 R2 and later
Microsoft Windows Server 2012 R2 (64-bit)
Supported in CIC 2015 R1 and later
Download and apply Microsoft KB article 2919355

20
Other CIC Application Servers
For off-server Session Manager and all other servers running CIC applications.

Operating System
M icrosoft Windows Server 2019 (64-bit)
Supported in PureConnect 2020 R1 and later
Microsoft Windows Server 2016 (64-bit)
Supported in PureConnect 2016 R2 and later
Microsoft Windows Server 2012 R2 (64-bit)
Supported in CIC 2015 R1 and later
Download and apply Microsoft KB article 2919355

Microsoft .NET Framework

Microsoft .NET Framework 3.5

Note : See Web Servers for additional requirements for Web Servers running CIC applications.

Client/Admin Workstation
For workstations running IC User Applications, IC Business Manager Applications, and IC Server Manager Applications.
Genesys supports the latest Microsoft OS cumulative updates and security updates for these applications. We recommend
application of minor version updates, cumulative updates, and security updates to keep your software secure.See
testlab.genesys.com for information on the latest validation test results.

Operating System
Microsoft Windows 10 version 1511 and later (32-bit and 64-bit)
Supported in CIC 2016 R2 and later
See testlab.genesys.com for known issues with Microsoft patches
Microsoft Windows 8.1 (32-bit and 64-bit)
Supported in CIC 2015 R1 and later
Microsoft Windows 8 (32-bit and 64-bit)
Supported in CIC 2015 R1 through 2018 R3
Microsoft Windows 7 SP1 (32-bit and 64-bit)
PureConnect 2018 R3 is the last release to support Microsoft Windows 7​​

Microsoft .NET Framework

For more information, refer to Microsoft article for .NET Framework system requirements.

IC User Applications and IC Server Manager Applications

Microsoft .NET Framework 4.7 or later
Required for PureConnect 2018 R4 and later
Microsoft .NET Framework 4.5 .2 or later
Required for CIC 2016 R1 through 2018 R3​​
Microsoft .NET Framework 3.x

IC Business Manager Applications

21
 Microsoft .NET Framework 4.7 or later
Required for PureConnect 2018 R4 and later
Microsoft .NET Framework 4.5.2 or later
Required for CIC 2016 R1 through 2018 R3
Microsoft .NET Framework 3.x

Supported Mail Systems

The following applications have passed interoperability testing with PureConnect. Once Genesys validates an application release,
Genesys considers the application compatible with future PureConnect releases through the vendor’s stated mainstream end-of-life
date. Genesys supports all minor version updates, cumulative updates, and security updates for these applications. We recommend
application of minor version updates, cumulative updates, and security updates to keep your software secure.
Microsoft Office 365
Supported in CIC 2018 R1 and later
Exchange Web Services only
Office 365 Exchange Web Services supported with appropriate permissions and other set up requirements
Note : Known limits exist for using Microsoft Office 365 instead of an on-premises Exchange server. For more information,
refer to Recommendations and Limitations for Using Microsoft Office 365 with CIC.
Microsoft Exchange 2016 CU1 or later
Supported in CIC 2016 R1 and later
Exchange Web Services only
Exchange MAPI and Calendar Access not supported
Microsoft Exchange 2013 CU12 or later
Supported in CIC 2015 R1 and later
Exchange Web Services only
Exchange MAPI and Calendar Access not supported
Exchange Online 2013 supported in CIC 2015 R1 and later
Microsoft Exchange 2010 SP3 RU13 or later
Exchange Web Services - recommended minimum version is 2010 SP3 RU9 in CIC 2016 R2 and later
Hosted Exchange Web Services supported with appropriate permissions and other setup requirements
Calendar Access not supported
Gmail for Business
Integration of CIC with Gmail is compliant with SMTP/IMAP protocols exclusively through OAuth
Interaction Message Store
Voice mail and fax stored on the CIC server or network drive
LDAP/SMTP/IMAP
Other servers compliant with LDAP/SMTP/IMAP protocols exclusive

Database
The following applications have passed interoperability testing with PureConnect. Once Genesys validates an application release,
Genesys considers the application compatible with future PureConnect releases through the vendor’s stated mainstream end-of-life
date. Genesys supports all minor version updates, cumulative updates, and security updates for these applications. We recommend
application of minor version updates, cumulative updates, and security updates to keep your software secure.
Microsoft SQL Server 2019
Supported in CIC 2021 R4 and later
Microsoft SQL Server 2016
Supported in CIC 2017 R2 and later
Microsoft SQL Server 2014 SP1, SP2
Supported in CIC 2015 R1 and later
Microsoft SQL Server 2012 SP1, SP2, SP3
Supported in CIC 2015 R1 and later
Microsoft SQL Server 2008 R2 SP1, SP2, SP3 (32-bit and 64-bit)
PureConnect 2019 R3 is the last release to support Microsoft SQL Server 2008 R2. See product notice.
Oracle 12c2 (64-bit) 12.2.x database
With (32-bit) 12.2.x client
Supported in CIC 2019 R4 and later
Interaction Optimizer requires Oracle 12.2 client to be installed as the default Oracle client. If the default Oracle client is not
version 12.2, then you must set the ORACLE_HOME environment variable to specify the Oracle client install location.
22
 Oracle 12c (64-bit) 12.1.x database
With (32-bit) 12.1.x client
Supported in CIC 2016 R1 and later

Web Server
Microsoft IIS 10
Verified with Windows Server 2019 on CIC 2020R1 and higher
Verified with Windows Server 2016 on CIC 2018R2 and higher
Microsoft IIS 8.5
Verified with Windows Server 2012 R2
Apache 2.4
Supported with Windows Server 2012 R2 and higher
Apache may work with Linux OS, but this combination is not tested or supported by Genesys.
NGINX Server 1.12
Supported with Windows Server 2012 R2 and higher
Nginx may work with Linux OS, but this combination is not tested or supported by Genesys.

Other requirements
Interaction Web Portal, SOAP Listener, and Interactive Update require:
ASP.NET 4.6 (Latest supported version)
ASP.NET 4.5 (Minimum required version)

Web Browser
A pple Safari 11
Interaction Connect only
Supports TLS 1.2
A pple Safari 10
Interaction Connect only
Supports TLS 1.2​
Apple Safari 9
Interaction Connect only
Supports TLS 1.2​
Apple Safari 8
Interaction Connect only
Supports TLS 1.2
Google Chrome 62
Interaction Connect only
Supports TLS 1.2
Microsoft Edge 40
Supported in CIC 2017 R1 and later
Interaction Connect only
Interaction Marquee and Interaction Web Portal not supported
Mozilla Firefox 56
Interaction Connect only
Supports TLS 1.2
Mozilla Firefox ESR 52, ESR 60
Interaction Connect only
Supports TLS 1.2​

Speech Recognition Engine (ASR)

Nuance Recognizer 11.0.3
with Nuance Speech Suite 11.0.4 bundle
Note : Validated on Microsoft Windows Server 2012 and Microsoft Windows Server 2016.

23
 Nuance Recognizer 10.2
with Nuance Speech Server 6.2
Note : Nuance and Genesys do not support running Nuance 10.2 software on Microsoft Windows Server 2016.
Interaction Speech Recognition

Text to Speech Engine (TTS)

Microsoft SAPI 5.1
Nuance Vocalizer 7.2.7
with Nuance Speech Suite 11.0.4 bundle
Nuance Vocalizer 6.0
with Nuance Speech Server 6.2
Interaction Text-To-Speech

Desktop Virtualization
Citrix Xen App 7.16
Citrix XenDesktop 7.16
VMware Horizon 7
Microsoft App- V5.0
Microsoft Server 2012 R2 Remote Desktop Services
Microsoft Server 2016 Remote Desktop Services
Microsoft Server 2019 Remote Desktop Services

Data and System Protection Software

Customers and partners have the option to install the following validated data and system protection software on the CIC server
and other machines on the network:
McAfee Endpoint Threat Protection 10.5
Symantec Endpoint Protection 12.1.6
Basic Server Protection only
Symantec Endpoint Protection 14
Basic Server Protection only

24
Pre-Installation Procedures
The CIC suite of software runs on a Windows-based IP network environment. The software is deployed across two or more servers in that
environment and makes use of additional network servers and services to support it and provide additional functionality. Requirements for the
CIC Server, client workstation, and peripheral servers must be met before installing the CIC software.
In this section:
CIC server
Interaction Media Server
Client Workstation
Additional Servers
Mail System
Database Server
Database Logging
Fax Support

CIC server
This section discusses CIC server requirements and procedures to perform prior to a new CIC installation.
CIC server minimum hardware requirements
Recommendations for typical large-scale CIC implementations
Virtualization support for CIC environment
CIC server software requirements
CIC Server configuration recommendations: pre- and post- Windows OS installation
Recommended third party tools
Anti-virus requirements and best practices
PureConnect QoS driver
Security-related settings
Create and configure the CIC administrator account
(Optional) Install and configure the email client
Plan license assignment and allocation
Order and generate the CIC 4.0 license
(Optional) Install SNMP
(Optional) IC Survey System

CIC server minimum hardware requirements

This section presents the minimum hardware requirements for a CIC server at the time of the CIC 2015 R1 release .
Notes:
For more information about hardware requirements see:
https://help.genesys.com/cic/mergedProjects/wh_tr/mergedProjects/wh_tr_installation_and_configuration/desktop/hardware_requirements.htm

For current sizing guidelines for CIC systems with multiple components on hardware-based and virtualized systems, contact the Genesys
Sales team.

CIC server minimum hardware requirements

Processor: Intel Xeon E-series 64-bit quad-core processor or better
Memory: minimum of 3 GB of RAM (configured to employ all memory channels for performance)
RAID controller: hardware SAS/SATA 6.0 Gb/s controller with RAID 1 and 512 MB write-cache
Hard drives: SAS or SATA 6.0 Gb/s configured for RAID 1 (minimum logical volume size of 500 GB* recommended)
Optical drive: DVD-ROM drive (if installing from DVD media)
Network: Gigabit 100/1000 baseT Ethernet adapter
Desktop Display: SVGA/XGA adapter with 4 MB of RAM (1024x768x24bpp)

* For sites that may require increased tracing for troubleshooting purposes, it is likely that more than the minimum disk requirement will be
needed. Customers' individual requirements and results will vary.

25
Recommendations for typical large-scale CIC implementations
This section presents recommendations for typical large-scale CIC implementations using packaged PureConnect Interaction Application
Servers at the time of the CIC 2015 R1 release .
This section includes:
Contact Center
Enterprise
Additional software components

Notes

S ee CIC System hardware Requirements in the PureConnect Documentation Library for the latest hardware requirements.
For a list of packaged PureConnect Interaction Application Servers and specifications for each, see Testlab at http://testlab.genesys.com/.

For current sizing guidelines for CIC systems with multiple components on hardware-based and virtualized systems, contact the Genesys
Sales team.
For information on additional servers/software components, see "Additional Servers" and "Optional Installations and Additional
Functionality".

Contact Center
3000 users and stations (premise-based)
CIC servers
Switchover pair
Using enterprise-scale CIC-imaged Interaction Application Servers
Session Manager (Off-Server)
2000 users each (max) N+1=3
Using large-scale Interaction Application Servers
Interaction Media Servers with Interaction SIP Proxy
400 points each (max) N+1 = (based on expected call volume)
Using enterprise-scale Media Server-imaged Interaction Application Servers

Enterprise
8000 users and stations with client workstations or 15,000 phone-only
CIC servers
Switchover pair and/or multi-site
Using enterprise-scale CIC-imaged Interaction Application Servers
Session Manager (Off-server)
2000 users each (max) N+1 = 5 or 9
Using large-scale Interaction Application Servers
Interaction Recorder Remote Content Server
4000 users each(max) N+1 = 3 or 5
Using small-scale Interaction Application Servers
Interaction Media Servers with Interaction SIP Proxy
400 points each (max) N+1 = (based on expected call volume)
Using enterprise-scale Media Server-imaged Interaction Application Servers
Status Aggregator
5000 users recommended (~15,000 max) N+1 = 2 (either scenario)
Using small-scale Interaction Application Servers

26
Additional software components
This section lists additional software components capable of using dedicated server hardware that can be added to the Contact Center and
Enterprise examples. The decision to include these components should be based on requirements determined by the partner or channel-sales
representative.
ASR server
TTS server
Web server (Interaction Web Tools, Web clients)
Interaction Recorder Extreme Query Server
Interaction Recorder Remote Content Server
CIC Multi-Site (RTM) Server
CIC Render Server
Status Aggregator Server
CIC VoiceXML Interpreter Server
Interaction Dialer Central Campaign Server (CCS)
Interaction Dialer Outbound Server (ODS)

Virtualization support for CIC environment

CIC supports virtualization of the CIC environment. For the latest information, see the CIC Virtualization Technical Reference in the PureConnect
Documentation Library.
The CIC Virtualization Technical Reference provides best practices and strategies for successfully deploying PureConnect products on a
virtualized platform, and applies to Microsoft Hyper-V and VMware servers. The document lists PureConnect products that are currently
supported, as well as not supported, for virtualization.

CIC server software requirements

This section describes software requirements for the CIC server.

Operating System requirements for CIC server

U pdate Microsoft Windows operating system with the latest patches available from Microsoft before installing CIC.
S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.

Microsoft .NET Framework requirements for CIC server

S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.
Install Microsoft .NET Framework 4.7 or later
Install Microsoft .NET Framework 4.5.2 or later
Install Microsoft .NET Framework 3.5.1

ASP.NET
S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.

Install Microsoft .NET Framework 4.7 or later

Microsoft.NET Framework 4.7 or later is required on the CIC server. For more information, see Microsoft KB article
https://support.microsoft.com/en-us/help/3186539
If .NET Framework 4.7 it is not automatically installed with Windows Update, the .NET Framework 4.7 is available to install from
\ThirdPartyInstalls on the PureConnect 2018 R4 or later .iso.

27
Install Microsoft .NET Framework 4.5.2 or later
Microsoft .NET Framework 4.5.2 or later is required on the CIC server. The Microsoft .NET Framework 4.5.2 or later is a highly compatible, in-
place update to the .NET Framework 4.5.1, the .NET Framework 4.5, and the .NET Framework 4. However, it can run side by side with .NET
Framework 3.5.1. For more information, see Microsoft KB article https://support.microsoft.com/en-us/kb/2934520.

Windows Server 2016

Microsoft .NET Framework 4.6.2 is included by default. No Additional install required.

Windows Server 2012 R2

The .NET Framework 4.5.2 or later for Windows Server 2012 R2 is available on Windows Update and on Windows Server Update Service, and
offered as a recommended update on Windows Update.
If it was not automatically installed with Windows Update, the .NET Framework 4.5.2 or later is available to install:
As a download from Microsoft Support. See Microsoft KB article https://support.microsoft.com/en-us/kb/2934520
On the CIC 2016 R1 or later .iso file in the \ThirdPartyInstalls\Microsoft\DotNET4.5.2 directory

Install Microsoft .NET Framework 3.5.1

Microsoft .NET Framework 3.5.1 is an optional feature of Windows Server 2012 R2, Windows Server 2016, and Windows Server 2019. It is
included, but must be installed using the Add Features wizard.
For more information, see the following Microsoft articles:
How to determine which .NET Framework versions are installed.
Microsoft .NET Framework 3.5 Deployment Considerations.
Enable .NET Framework 3.5 by using the Add Roles and Features Wizard.
Enable .NET Framework 3.5 by using Windows PowerShell.

To install Microsoft .NET Framework 3.5.1 on Windows Server 2012 R2

1. Open Server Manager and select Features .

2. Select Add roles and features to launch the Add Roles and Features wizard.

28
3. In the Add Roles and Features wizard, click the .NET Framework 3.5 checkbox (under the .NET Framework 3.5 Features container) and
click Next .

29
4. In the Confirm Installation Selections dialog box, click Install .
5. When the installation is complete, click Close to finish. Check for the latest Windows updates and install any Critical or Security updates
related to Microsoft .NET.

Note : A known issue occurs when attempting to install .NET Framework 3.5 on a computer running Windows Server 2012 R2 configured to
use a WSUS server to receive updates or when an Internet connection is unavailable. For more information, see Microsoft KB article
http://support.microsoft.com/kb/2734782.

To install Microsoft .NET Framework 3.5.1 on Windows Server 2016 and Windows Server 2019

1. Open Server Manager and select Features .

2. Select Add roles and features to launch the Add Roles and Features wizard.

3. In the Add Roles and Features wizard, click the .NET Framework 3.5 checkbox (under the .NET Framework 3.5 Features container) and
click Next .

30
4. In the Confirm Installation Selections dialog box, click Specify an alternate source path .
5. Insert the Windows Server installation media.
6. In the Specify Alternate Source Path dialog box, enter the path and click OK . The Confirm Installation Selections dialog box appears.
7. Click Install .
8. When the installation is complete, click Close to finish. Check for the latest Windows updates and install any Critical or Security updates
related to Microsoft .NET.

CIC Server configuration recommendations: pre- and post- Windows OS installation

Genesys recommends the following pre- and post- Windows OS installation configurations.
Pre- Windows OS installation configurations
Post- Windows OS installation configurations

31
Pre- Windows OS installation configurations
Complete the following configurations before installing the Windows OS.
Drive partitions and RAID
Computer name
Network configuration
Domain requirements

Drive partitions and RAID

Partitioning the drives helps to avoid system problems due to applications filling up drive space. RAID implementation (Levels 1 & 10) increases
the protection of data from hardware failures. We recommend that you set up the CIC 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 RAID 10 array. RAID 10 arrays of 4 - 8 hard
drives are very common implementations.
Thetypical 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 RAID 1 or
RAID 10 array dedicated to trace logging data. In this particular RAID+RAID configuration, the secondary RAID 1 or RAID 10 array would
provide much better overall performance than adding additional drives to the already busy primary RAID10. The need for RAID 1 versus RAID
10 on this secondary array would be determined by overall storage capacity needs.
In single RAID array environments , we recommend at least 500 GB of drive space. We would recommend creating a minimum 120 GB
partition for the operating system (generally labeled C:). Next we recommend creating a second partition (generally labeled D:) to house
application data including the CIC server installation. This partition is recommended to be at least 60 GB. Lastly we recommend creating a
logging partition (generally labeled E:) using 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. To enable this compression feature, check the “Compress
contents to save disk space” checkbox under Properties->General ->Advanced… for the logging folder.
In the dual RAID array environments , we recommend increasing the size of the OS partition (generally labeled C:) to 120 GB and leaving
the remaining disk space of the primary RAID 10 for application partition (generally labeled D:). We then recommend creating the logging
partition (generally labeled E:) with the entire available disk space on the second RAID 1 or RAID 10 volume. This will greatly benefit logging
storage capacity and offload heavy logging I/O bandwidth. We also recommend enabling file compression of the logging directory, even with
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.

Network configuration

During Windows installation, configuration of static addresses is strongly advised. The default set of protocols installed during the Windows
installation should require no additional modification. If customer protocols or network services are installed, it is important that the
configuration be tested before it is placed into a production environment.

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.
Paging files
Windows Error Reporting
Relocate the Windows TEMP directory
Teaming network interfaces

32
Paging files

The default settings for the page file should be acceptable for most customers.

33
Windows Error Reporting

Windows Server 2008 introduced an improved version of Windows Error Reporting architecture. When a process crashes with an unhandled
exception, a memory dump is created. All of this occurs without a debugger. The CIC server, Interaction Media Server, and other CIC applications
installed on Windows Server 2008 R2 or Windows Server 2012 R2 automatically configure Windows Error Reporting during installation.
The CIC server install (and other server-side application installs) set the following registry values:
HKLM\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps\@DumpType=dword:00000002
HKLM\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps\@DumpFolder=<ININ_TRACE_ROOT_Env>\WER\
We strongly recommend that customers do not change these values or override them with Group Policy.
For Windows Server 2008 R2 and Windows Server 2012 R2, the system should be configured for "Kernel memory dump." In the event that an
application generates a STOP error, a dump of the kernel memory will be written to disk. This can be verified through the "System" Control Panel
applet, under "Startup and Recovery". This is not configured by PureConnect applications.

34
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 CIC service account, open the System Control Panel
(sysdm.cpl) applet, click Advanced system settings , 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 CIC service account user variables, as well as the System
variables:

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 CIC server is supported, but only in certain configurations.
Interaction 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. Understanding the correct way to
implement a QoS network can be a challenge in itself. While it is impossible to test every switch type, teaming method, NIC, NIC driver, and
customer environment in combination with the CIC 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.
Note : For issues with Media Server licenses due to multiple MAC addresses, use a static MAC address for the NIC Team.
For more information on NIC teaming, see PureConnect Customer Care KB article https://genesyspartner.force.com/customercare/pkb_Home?
id=kA50B0000008Qr0.

35
Recommended third party tools
Genesys recommends installing the following third party tools on the CIC server.
Compression software
Anti-virus software
Adobe Reader
Disk defragmentation

Compression software
While recent versions of Windows support the ZIP compression format natively, you may wish to install more robust compression software onto
the server. Compressing files is very useful when submitting log files to PureConnect Customer Care as part of the troubleshooting process.
Most support engineers prefer .ZIP files, though most can accept .RAR and .7Z formats as well.

Anti-virus software
Genesys has verified that McAfee Endpoint Threat Protection and Symantec Endpoint Protection can be installed with CIC 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" and Testlab ( http://testlab.genesys.com ) for validated anti-virus versions. S ee System Software Requirements in the
PureConnect Documentation Library for the latest anti-virus software requirements.

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

Disk defragmentation
We recommend that you defragment all hard disks on the CIC server on a schedule. Use a program such as the built-in Microsoft Disk
Defragmenter (defrag.exe) to run at an off-hour time such as Monday morning (Sunday night) at 1:00am.

Anti-virus requirements and best practices

This section provides the anti-virus software best practices and additional information for the CIC 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 CIC 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 Testlab site at http://testlab.genesys.com (under Data and System Protection) for instructions on configuring supported anti-virus
software products for use with the CIC server and its subsystem servers.

Install only a supported anti-virus product

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

To view the supported anti-virus software products

1. Open a web browser and navigate to the Testlab site at http://testlab.genesys.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 Customer Interaction Center and its subsystem servers.

Important : Ensure that you know the anti-virus software product and version that you will use on the CIC 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.

36
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
CIC 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, Genesys 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 CIC 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.
Files and file types to exclude
Directories and subdirectories to exclude

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 (CIC log file format)
.ininlog.ininlog_idx (CIC log index file format)

37
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}\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 CIC Switchover system mirrors

Important :
When you exclude a directory, ensure that all of its subdirectories are also excluded.
Your specific anti-virus software produce may require additional configuration. Consult your anti-virus software product documentation on
the Testlab site at http://testlab.genesys.com for any special instructions beyond these recommendations.

Update virus definitions daily

Genesys 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

Genesys strongly 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.

PureConnect QoS driver

Starting with CIC 4.0 GA, CIC uses a QoS driver that closely integrates with CIC. It operates independently of the Windows QoS Packet Scheduler,
which was the recommended QoS driver for CIC 3.0.
When you run the CIC server install as part of the CIC server installation process described in "CIC server Installation", the PureConnect QoS
driver is silently installed and the certificate is added to the Trusted Publishers list.
If your site has reasons for modifying this default behavior, you may wish to modify the QoS properties and run the CIC server install using Group
Policy or other methods. Review https://my.inin.com/Support/Pages/KB-Details.aspx?EntryID=Q131006915300479 so that you can make the
appropriate planning decisions for QoS driver installation.
For more information, see the PureConnect Quality of Service Technical Reference in the PureConnect Documentation Library.

38
Security-related settings
Microsoft has taken significant measures to increase security in Windows Server 2008 (and later). Certain local permissions have been locked
down in order to harden operating system security and reduce the complexity involved in configuring a secure server. For smoother CIC
installation on Windows Server 2008 R2 and Windows Server 2012 R2 , we recommend that you verify the following security settings on the
server where the PureConnect product will be installed.
This section includes:

Windows Firewall settings

User Account Control (UAC) settings
(Optional) Pre-configure groups for high security DCOM settings

Note : For more detailed information about security for PureConnect products, see:

PureConnect Security Features Technical Reference. Covers basic security features employed in CIC, including its use of SSL, TLS, and SRTP
protocols along with public key cryptography and certificates to enhance application security. Available in the PureConnect Documentation
Library.

PureConnect Security Precautions Technical Reference. Information on general security practices, a "Top 10" list of security topics, and
details about how to make the CIC server more secure. Available in the PureConnect Documentation Library.

Secure Input Technical Reference: Describes how to install and configure Interaction Intelligence support for secure input of sensitive or
confidential data such as credit card numbers. Available in the PureConnect Documentation Library.

Windows Firewall settings

Windows Server 2008 (and later) provides a stateful firewall that prevents unsolicited connections to the server. The firewall can also be
configured to drop outgoing traffic that is not explicitly allowed by a firewall rule. The Windows Firewall analyzes the host's network traffic and
will allow or deny traffic based on configured rules. By default, Windows Firewall only allows incoming traffic to well-known Windows services,
but allows all outbound traffic. If the Windows Firewall on the CIC server is configured with custom outbound rules, the firewall may prevent CIC
clients from successfully communicating with the PureConnect product installed on the server. For more information, see PureConnect Security
Precautions in the PureConnect Documentation Library.
By default, the Windows Firewall is enabled . In its default configuration, this is appropriate for all PureConnect products. While not
recommended, the Windows Firewall may be disabled. CIC installations will configure the appropriate inbound firewall rules for the products
being installed.
Note : If the site's information security policy requires the Windows Firewall to be running, please note that the installation of an
PureConnect product may modify local firewall rules to open ports needed to ensure proper functionality. For more information, see
PureConnect Security Precautions in the PureConnect Documentation Library.

39
User Account Control (UAC) settings
One of the most obvious new security features in Windows Server 2008 (and later) is User Account Control (UAC). When enabled, it provides a
level of separation between administrative and user-level access - even when using an account with administrative privileges. It is recommended
that UAC remain enabled. In its default configuration, UAC is configured appropriately for PureConnect products. PureConnect applications that
require elevation to function properly will prompt the user for elevation, automatically.

Note: Changing UAC configuration or implementing granular control of UAC (such as in a Group Policy) may result in undesired behavior.
Any changes to UAC should be tested thoroughly before making changes in a production environment. For more information, see the
PureConnect Security Precautions Technical Reference in the PureConnect Documentation Library.

40
(Optional) Pre-configure groups for high security DCOM settings
Microsoft has taken measures to increase security in each subsequent release of Windows Server with regard to DCOM processes. 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 CIC 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 CIC users. An example of a CIC server DCOM process is the IC Authentication Service. If the
DCOM permissions are not set correctly, CIC client authentication will fail and the users must enter their CIC user and password when they log in
to the CIC client.
When you run the IC Setup Assistant to configure the CIC 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 should be used only in small environments that do not have the option to
perform NT Authentication.
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 CIC 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 permissions based on Active Directory groupings. This option adds 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.

Create and configure the CIC administrator account

The CIC 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 CIC server. Local machine
administrator privileges on the CIC server are necessary for installing the CIC software. IC Setup Assistant configures CIC 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 "CIC administrator account" to refer to the Windows domain user
account that starts CIC services, acknowledging that the term may be misleading as the same account may or may not also be used to
administrator CIC accounts in Interaction Administrator. If you plan to use a specific account to run CIC services, make sure to follow the
instructions in this section to set up that account.

This section includes:

Create a CIC administrator domain user account
Give the CIC administrator account local machine administrator privileges on the CIC server

Create a CIC 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 CIC services will not be able to start or functionality of any running CIC Services may be
reduced.
During both the CIC server install and IC Setup Assistant, you will be prompted for the user name and password for this account ("CIC
administrator account").
Note : You can change the CIC administrator domain user account after the CIC installation and re-run IC Setup Assistant. See "IC Setup
Assistant."

41
Give the CIC administrator account local machine administrator privileges on the CIC server
1. Log into the CIC server as a user with local (machine) administrator privileges.
2. From the Control Panel, open Administrative Tools .
3. Open the Computer Management MMC snap-in. (compmgmt.msc from the command line)
4. In the Computer Management console, expand Local Users and Groups and select the Groups folder.

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

6. In the Administrators Properties screen, click the Add button and select the CIC administrator account from the list of groups and users on
the CIC server's domain.
7. Click OK . The CIC administrator domain user is now a member of the CIC server's Administrators group.

(Optional) Install and configure the email client

Microsoft Exchange (EWS) and Novell GroupWise do not require an email client on the CIC server.
If you use IBM Domino/Notes, see "Mail System" in this document for instructions on installing and configuring an email client on the CIC server
to access the CIC administrator account on the mail server.

Plan license assignment and allocation

If you have not already done so, review the PureConnect Licensing Technical Reference in the PureConnect Documentation Library to plan
PureConnect licensing needs:
Server Feature licenses
Access licenses
License allocation. There are now two license allocation methods: Assignable and Concurrent
Add-on and Module licenses

42
Order and generate the CIC 4.0 license
New CIC 2015 R1 or later installations require a CIC 4.0 license.
Existing CIC 4.0 installations do not require any changes to the CIC 4.0 license to upgrade to CIC 2015 R1 or later.
Order and generate the CIC 4.0 license. Your license defines what product version, Server Features, Basic Station and Access license
components, additional license components, and license quantities are included in your agreement.
We recommend that you download the license to the CIC server at the start of the installation process. A number of installs plus IC Setup
Assistant require it. For more information, see "CIC server Installation".

To order and generate the 4.0 license

See the PureConnect Licensing Technical Reference for complete instructions for how to access the Activation File Management tool, generate a
production license, and download the activation file.
1. Place the order for CIC 4.0 product with Genesys.
2. After Genesys processes your order and creates your company's account, generate the license by using the Activation File Management Tool
at https://genesyspartner.force.com/customercare/GenesysCommunityLogin.
3. In the Machine section, provide the following machine information:
Host ID - Type the Host ID of the CIC server. See "Host ID".
Machine Name - Type the Machine Name where the license file will be downloaded.
System Type - Select Media Server Based (4.0+).
Mail Connector - Select the type of Mail System in use.
Host ID
PureConnect licensing is based upon a Host ID for the CIC server and Media Server , instead of the MAC address. The Host ID is
the code that uniquely identifies a server and is used to lock a license to that server.
A program called GetHostID utility is available from the CIC 2015 R1 or later .iso file and the Utilities and Downloads page at
https://help.genesys.com/utilities-and-downloads.html so that you can generate the HostID prior at this time.
Note : If the physical processor chips found on the CIC server have different CPUID values, virtual machines hosted on the server will
randomly show different CPUIDs when a virtual session is initiated. Contact PureConnect Customer Care to assist you with modifying
your CIC server license to accommodate this condition. Record and provide the following information to the representative: CPU1:D5 |
CPU2:F3.
4. If you are licensed for a Switchover server, you are prompted for information about the other server in the Switchover pair.
5. After making your license selections, generate and view the license.
6. Download the license file to the CIC server. The file downloads to your default download location (for example, your Downloads folder) with
a file name extension of ".I3Lic".

(Optional) Install SNMP

The SNMP service enables Network Management Systems (NMS) to monitor CIC and its subsystems for SNMP traps. A CIC subsystem also
monitors itself and other CIC subsystems for SNMP requests and traps.
SNMP service in CIC is optional — the CIC server install does not require it, and the Customer 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 the CIC and SNMP Technical Reference in the PureConnect Documentation Library.
If you are using an NMS tool, you can import the Customer Interaction Center's Management Information Base (i3ic.mib), which contains IC-
specific objects, from:
In the \Additional Files\SNMP directory on the CIC 2015 R1 or later .iso file.
On the Utilities and Downloads page at https://help.genesys.com/utilities-and-downloads.html .
If you are running SNMP on the CIC server, you must import and open the MIB file in the SNMP management application. This is needed so that
the SNMP management application can query the CIC server for information.

43
(Optional) IC Survey System
Genesys 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 CIC 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 the \Additional Files\IC Survey System on the CIC 2015 R1 or later .iso file.
2. Double-click ICSurveyMenu.html.
3. Select IC Pre-Install Survey…New .
4. When you are done, click Save IC Survey file. It will generate an .ICSurvey file.
5. Download the IC Survey file to the \I3\IC\Manifest directory on the CIC server.

Interaction Media Server

Interaction Media Server is a required CIC subsystem. Interaction Media Server handles all CIC audio needs, including Voice-over-IP (VoIP) active
call connections, recordings, and playing prompts. PureConnect has developed Interaction Media Server for durability in processing these audio
functions at high volumes.
For a description of Interaction Media Server architecture and features, see the Interaction Media Server Technical Reference in the PureConnect
Documentation Library.
This section provides a summary of installation and configuration tasks for Interaction Media Server for a new CIC installation.
Requirements and installation
Configuration

Requirements and installation

One or more Interaction Media Servers are required for a CIC implementation. Interaction Media Server can be installed before or after the CIC
server installation. (The CIC server installation is covered in "CIC server Installation" and "IC Setup Assistant".)
Interaction Media Server is available as a pre-packaged server or the Interaction Media Server software can be installed on a verified server.
The Interaction Media Server software install is available in the following locations:
The CIC 2015 R1 or later .iso
The CIC 2015 R2 or later Appliance .iso
This section includes:
Interaction Media Server install on the CIC 2015 R1 or later .iso
Interaction Media Server install on the CIC 2015 R2 or later Appliance .iso

Interaction Media Server install on the CIC 2015 R1 or later .iso

The CIC 2015 R1 or later .iso file is available to download from the Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx .
When you run Install.exe from the \Installs directory on the CIC 2015 R1 or later .iso file as recommended, select the Off-Server Components tab,
and check the Interaction Media Server component.
For requirements and installation instructions, see the Interaction Media Server Technical Reference.

44
Interaction Media Server install on the CIC 2015 R2 or later Appliance .iso
Starting with CIC 2015 R2, a CIC Appliance .iso containing the following CIC Appliance-related update components was created for customers
created for customers who need to upgrade these components on appliances in a CIC 3.0 environment:
Interaction Media Server
Interaction SIP Proxy
Interaction Media Server EDGE
Interaction SIP Proxy EDGE
The CIC Appliance 2015 R2 or later .iso file is available from the Product Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx .
When you run Install.exe from the root directory of the CIC Appliance 2015 R2 or later .iso file, check the Interaction Media Server component.

For requirements and installation instructions, see the Interaction Media Server Technical Reference.

Configuration
After the CIC server installation is completed, perform the following tasks to configure the Interaction Media Server to work with the CIC server:
Add the CIC server to the Interaction Media Server
Apply the Interaction Media Server license
Configure CIC for Interaction Media Server
For instructions, see the Interaction Media Server Technical Reference.
Important : At least one Interaction Media Server must be configured to work with the CIC server before the CIC system can be tested to
ensure basic functionality, as described in "Post-Installation Configuration".

45
Client Workstation
CIC user, supervisor, and administrator applications run on Windows-based client workstations. This section discusses client workstation
requirements for use with a CIC server.
Client workstation hardware requirements
Client workstation software requirements
Supported Mail Systems
Administrative privileges
IC User Applications (32-bit and 64-bit) install
IC Business Manager Applications install
IC Server Manager Applications install
Localized client workstation applications and requirements
Web browser requirements. S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.

Client workstation hardware requirements

This section describes the minimum and recommended hardware requirements for running IC User Applications, IC Business Manager
Applications, Interaction Optimizer in IC Business Manager (for schedule creation/modification and intraday reforecasting), and IC Server
Manager Applications on client workstations.
This section includes:
IC User Applications
IC Business Manager Applications hardware requirements
Interaction Optimizer in IC Business Manager
IC Server Manager Applications hardware requirements

IC User Applications
This section describes the minimum and recommended hardware requirements for running IC User Applications on client workstations.

Minimum requirements for IC User Applications

Processor : Intel® Pentium® 4 @ 2.4GHz or AMD equivalent (Athlon XP/MP)

Memory : 1 GB system memory
Disk space for default installation : 550 MB of available hard disk space
Disk space for full installation : 900 MB of available hard disk space
Disk space for tracing and debugging files : Up to 8 GB disk space*
Network : 100 Mb network controller

Recommended requirements for IC User Applications

Processor : Intel® Core™ i3 Processor or AMD equivalent

Memory : 2 GB system memory
Disk space for default installation : 700 MB of available hard disk space
Disk space for full installation : 1 GB of available hard disk space
Disk space for tracing and debugging files : Up to 20 GB disk space*
Network : 1 Gb network controller
* Hard drive sizing recommendations are based upon moderate loading of average-sized implementations with trace levels set to default values.
Increasing the trace log levels beyond this level can greatly effect storage requirements. Monitoring of available drive space at regular intervals
will be required due to the uncompressed nature of these off-host logs files. Only trace logs generated on the CIC server get compressed on a
daily basis.

46
IC Business Manager Applications hardware requirements
This section describes the minimum and recommended hardware requirements for running IC Business Manager Applications on supervisor and
administrator workstations.

Minimum requirements for IC Business Manager Applications

Processor : Intel ® Core™ i5 Processor or AMD equivalent

Memory : 1 GB system memory
Disk space for installation : 700 MB of available hard disk space
Disk space for tracing and debugging files : Up to 20 GB disk space*
Network : 100 Mb network controller

Recommended requirements for IC Business Manager Applications

Processor : Intel® Core™ i7 Processor or AMD equivalent

Memory : 2 GB system memory
Disk space for installation : 1 GB of available hard disk space for installation
Disk space for tracing and debugging : Up to 80 GB of disk space*
Network : 1 Gb network controller
* Hard drive sizing recommendations are based upon moderate loading of average-sized implementations with trace levels set to default values.
Increasing the trace log levels beyond this level can greatly effect storage requirements. Monitoring of available drive space at regular intervals
will be required due to the uncompressed nature of these off-host logs files. Only trace logs generated on the CIC server get compressed on a
daily basis.

Interaction Optimizer in IC Business Manager

Needed for schedule creation/modification and intraday reforecasting. For more information, see Interaction Optimizer Requirements and
Limitations Overview.

Minimum requirements for Interaction Optimizer in IC Business Manager

Processor : Intel ® Core™ i7 Processor with at least 4 cores or or AMD equivalent (Fx)
Memory : 8 GB system memory
Disk space for installation : No extra besides IC Business Manager requirements
Disk space for tracing and debugging files : No extra besides IC Business Manager requirements
Network : No extra besides IC Business Manager requirements

Recommended requirements for Interaction Optimizer in IC Business Manager

Processor : Intel® Core™ i7 4-core Processor Extreme Edition with at least 6 cores or or AMD equivalent (Fx)
Memory : 16 GB system memory (DDR4-1600/2133)
Disk space for installation : No extra besides IC Business Manager requirements
Disk space for tracing and debugging : No extra besides IC Business Manager requirements
Network : No extra besides IC Business Manager requirements

47
IC Server Manager Applications hardware requirements
This section describes the minimum and recommended hardware requirements for running IC Server Manager Applications on administrator
workstations.

Minimum requirements for IC Server Manager Applications

Processor : Intel® Pentium® 4 @ 2.4 GHz or AMD equivalent

Memory : 1 GB system memory
Disk space for installation : 900 MB of available hard disk space
Disk space for tracing and debugging files : Up to 10 GB disk space*
Network : 100 Mb network controller

Recommended requirements for IC Server Manager Applications

Processor : Intel® Core™ i3 Processor or AMD equivalent

Memory : 2 GB system memory
Disk space for installation : 1.2 GB of available hard disk space
Disk space for tracing and debugging : Up to 20 GB of disk space*
Network : 1 Gb network controller
* Hard drive sizing recommendations are based upon moderate loading of average-sized implementations with trace levels set to default values.
Increasing the trace log levels beyond this level can greatly effect storage requirements. Monitoring of available drive space at regular intervals
will be required due to the uncompressed nature of these off-host logs files. Only trace logs generated on the CIC server get compressed on a
daily basis.

Client workstation software requirements

This section describes minimum software requirements for client workstations running IC User Applications, IC Business Manager Applications,
and IC Server Manager Applications. S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.
In this section:
Microsoft Windows OS - S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.
Microsoft .NET Framework requirements for client workstation

Microsoft .NET Framework requirements for client workstation

S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.
This section includes:
Microsoft .NET Framework 4.7
Microsoft .NET Framework 4.5.2 or later
Microsoft .NET Framework 4.0
Microsoft .NET Framework 3.x

Microsoft .NET Framework 4.7 or later

Starting with PureConnect 2018 R4, Microsoft.NET Framework 4.7 or later is required on the client workstation. For more information, refer to
Microsoft KB article https://support.microsoft.com/en-us/help/3186539
Windows 10 Anniversary Update and later: (Required for PureConnect 2018 R4 and later) If not installed via Windows Update, install from
IC_WorkstationPreReqs share
Windows 8.1: (Required for PureConnect 2018 R4 and later) If not installed via Windows Update, install from IC_WorkstationPreReqs share
Windows 7 SP1: (Required for PureConnect 2018 R4 and later) If not installed via Windows Update, install from IC_WorkstationPreReqs share
For more information, refer to Microsoft article .NET Framework system requirements

48
Microsoft .NET Framework 4.5.2 or later

Starting with CIC 2016 R1 through 2018 R3, .NET Framework 4.5.2 or later is required on the client workstation for IC User Applications and IC
Server Manager Applications to resolve email-related issues in Interaction Desktop and Interaction Administrator. The Microsoft .NET
Framework 4.5.2 or later is a highly compatible, in-place update to the .NET Framework 4.5.1, the .NET Framework 4.5, and the .NET Framework
4. However, it can run side by side with .NET Framework 3.5.1. For more information, see Microsoft KB article https://support.microsoft.com/en-
us/kb/2934520.

Windows 10

Support for .NET Framework 4.5.2 or later applications is included in Windows 10.

Windows 8 and Windows 8.1

The .NET Framework 4.5.2 or later for Windows 8.1 is available on Windows Update and offered as a recommended update on Windows Update.
If it was not automatically installed with Windows Update, the .NET Framework 4.5.2 or later is available to install:
As a download from Microsoft Support. See Microsoft KB article https://support.microsoft.com/en-us/kb/2934520.
On the IC_WorkstationPreReqs share on the CIC server, following the CIC server installation.

Windows 7

The .NET Framework 4.5.2 or later is available to install:

As a download from Microsoft Support. See Microsoft KB article https://support.microsoft.com/en-us/kb/2934520.
On the IC_WorkstationPreReqs share on the CIC server, following the CIC server installation.

Microsoft .NET Framework 4.0

Microsoft .NET Framework 4.0 is required for IC User Applications and Server Manager applications (CIC 2015 R1 through CIC 2015 R4), and IC
Business User Applications .

Windows 10

Microsoft .NET Framework 4.x is included with the operating system. No user action is required to meet this framework version requirement.

Windows 8 and Windows 8.1

Microsoft .NET Framework 4.x is included with the operating system. No user action is required to meet this framework version requirement.
Important : If you are running CIC client workstation applications on Windows 8, download and apply Microsoft KB
http://support.microsoft.com/kb/2750149 to ensure proper functionality. The issue fixed by this KB is not present in Windows 8.1.

Windows 7

The full framework profile of Microsoft .NET Framework 4 must be installed on CIC client workstation applications running on Windows 7. The
install (dotNetv40_Full_x86_64.exe) is available on the IC_WorkstationPreReqs share on the CIC server, following the CIC server installation.

Notes

We recommend installing .NET Framework 4.0 on client workstations in advance of installing the CIC client workstation applications so that
you can ensure that the .NET Framework 4.0 installation was successful.
The .NET Framework 4.0 installation can take some time to complete, especially if it is installed on remote workstations.
Administrators can chose to deploy .NET Framework 4.0 to client workstations using Group Policy deployment with Windows Software
Update Services.

Microsoft .NET Framework 3.x

CIC client workstation applications running on Windows 10, Windows 8.1, Windows 8, and Windows 7 require that the Microsoft .NET Framework
3.5.1 feature be installed.

To install Microsoft .NET Framework 3.5.1

49
1. In the Control Panel, open Program and Features .
2. Click the Turn Windows features on or off link.

3. Locate the Microsoft .NET Framework 3.5.1 feature (Windows 7) or .NET Framework 3.5 (includes .NET 2.0 and 3.0) (Windows 10,
Windows 8.1, and Windows 8), and click the "plus" sign to expand the folder.
4. Select the Microsoft .NET Framework 3.5.1 (or Microsoft .NET Framework 3.5) check box.

50
5. Click OK .
6. Wait for the installation to complete and reboot, if prompted.
Check for the latest Windows Updates and install any Critical or Security updates related to Microsoft .NET.

Supported Mail Systems

An email client is not required for users: voicemail and fax can be checked in the CIC client. However, if you want to provide users with the ability
to check messages outside of CIC, or to receive any other messages from CIC which are not either voicemail or fax, install the appropriate email
client for the site's mail system.
S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.
For more information, see "Mail System."

Administrative privileges
Make sure the person installing CIC 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 CIC client workstation applications.

IC User Applications (32-bit and 64-bit) install

The IC User Applications installation program is available in 32-bit and 64-bit versions. The IC User Applications installation program installs:
Interaction Desktop
Additional Interaction Desktop features: Outlook Dialing
Interaction Voicemail Player
Interaction Fax
SIP Soft Phone
Interaction Screen Recorder Capture Client
Interaction SIP Bridge
Microsoft Outlook Interaction Desktop Add-in
This section includes Additional requirements for IC User Applications.
Note : Other IC User Applications, such as Interaction Tracker Client and Interaction Process Automation, are available in Interaction
Desktop, if licensed.
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Interaction Desktop
Interaction Desktop is a full-featured CIC client that runs in a framework. It enables you to create multiple workspaces and combine CIC client
views to suit your workflow. Interaction Desktop features enhanced email views, including support for email folders.

For more information

For installation-related details, see "Client Workstation Installations".

Existing CIC 4.0, CIC 2015 R1, and CIC 2105 R2 implementations upgrading to CIC 2015 R3 or later implementations should refer to Transition
to Interaction Desktop Administrator's Guide in the PureConnect Documentation Library.
For user documentation, see Interaction Desktop Quick Start Guide, Interaction Desktop Quick Reference Card, and Interaction Desktop
Operator Console Quick Reference Card in the PureConnect Documentation Library.
For a feature comparison, see CIC Client Comparison in the PureConnect Documentation Library.

Additional requirements for IC User Applications

This section describes the additional requirements for certain selectable application/feature components in the IC User Applications (32-bit and
64-bit) installs.
Interaction Fax
Interaction Voicemail Player
SIP Soft Phone
Interaction Screen Recorder Capture Client
Interaction SIP Bridge
Microsoft Outlook Interaction Desktop Add-in

Interaction Fax

Interaction Fax is a stand-alone, desktop application for managing faxes. Faxes are delivered to users via Microsoft Outlook, IBM Notes, or Novell
GroupWise email. Please review the following requirements for using Interaction Fax on client workstations:
Configure the CIC server for faxing .
Make sure your license includes the appropriate Interactive Media Server fax licensing .
Make sure that the correct IC User Applications version (32-bit or 64-bit) for the workstation is installed; it contains the necessary fax
printer driver version for printing faxes.
For more information on these requirements, see "Fax Support".

Interaction Voicemail Player

The Interaction Voicemail Player is a stand-alone desktop application for managing voicemails, with a common interface for all supported mail
systems. Voicemail .wav files are delivered to users via Microsoft Outlook, IBM Notes, or Novell GroupWise email or via the CIC client
interfaces.

SIP Soft Phone

The SIP Soft Phone is a stand-alone, desktop application that places and controls calls, providing SIP endpoint functionality. It uses a USB
headset to deliver audio to the user. The SIP Soft Phone can be used with Interaction Desktop.
Note the following requirements for using the SIP Soft Phone on client workstations:
The SIP Soft Phone application works in conjunction with the CIC provisioning subsystem and is configured in Interaction Administrator.
Each SIP Soft Phone must be implemented as a managed IP phone .
The SIP Soft Phone application requires the use of a USB headset to deliver audio to the user. For a list of supported headsets, refer to
http://testlab.genesys.com.
When you run the IC User Applications install (32-bit or 64-bit) as described in "Client Workstation Installations" with the SIP Soft Phone
feature selected, a QoS Requirement screen prompts you to select the PureConnect QoS driver. If your site has reasons for modifying this
default behavior, you may wish to modify the QoS properties and run the IC User Applications install using Group Policy or other methods.
Review https://my.inin.com/Support/Pages/KB-Details.aspx?EntryID=Q131006915300479 so that you can make the appropriate planning
decisions for QoS driver installation on workstations.
For more information on these requirements, see the CIC Managed IP Phones Administrator's Guide in the PureConnect Documentation Library.

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Interaction Screen Recorder Capture Client

The Interaction Screen Recorder Capture Client is an Interaction Recorder feature installed on agent workstations that records agents' screens.
Screen recordings can be associated with phone call and Web chat interactions.
Note the following requirements for using the Interaction Screen Recorder Capture Client on client workstations:
When you run the IC User Applications install (32-bit or 64-bit) as described in "Client Workstation Installations" with the Interaction Screen
Recorder Capture Client feature selected, a QoS Requirement screen prompts you to select the PureConnect QoS driver. If your site has
reasons for modifying this default behavior, you may wish to modify the QoS properties and run the IC User Applications install using Group
Policy or other methods. Review https://my.inin.com/Support/Pages/KB-Details.aspx?EntryID=Q131006915300479 so that you can make the
appropriate planning decisions for QoS driver installation on workstations.
For all other Interaction Recorder requirements and installation instructions, see the Interaction Recorder Technical Reference in the
PureConnect Documentation Library.

Interaction SIP Bridge

Interaction SIP Bridge enables at-home workers to use a physical IP telephone to make and receive calls from a CIC environment through a
remote connection, such as through a virtual private network.
Please note the following requirements for using the Interaction SIP Bridge on remote client workstations:
Interaction SIP Bridge license
When you run the IC User Applications install (32-bit or 64-bit) as described in "Client Workstation Installations" with the Interaction SIP
Bridge feature selected, a QoS Requirement screen may prompt you to select the PureConnect QoS driver. If your site has reasons for
modifying this default behavior, you may wish to modify the QoS properties and run the IC User Applications install using Group Policy or
other methods. Review https://my.inin.com/Support/Pages/KB-Details.aspx?EntryID=Q131006915300479 so that you can make the
appropriate planning decisions for QoS driver installation on workstations.
The computer on the remote network of the agent must have a VPN client software application that enables connection to the corporate
network.
The VPN client software application must define a virtual network adapter in Windows.
For all other Interaction SIP Bridge requirements and installation instructions, see:
The Interaction SIP Bridge Installation and Configuration Guide in the PureConnect Documentation Library.
"Client Workstation Installations" in this document.

Microsoft Outlook Interaction Desktop Add-in

The Microsoft Outlook Interaction Desktop Add-in enables users to call both Outlook contacts and other Interaction Desktop users. It also
provides up-to-date status information for other CIC client users in the organization.
Please note the following requirements for using the Microsoft Outlook Interaction Desktop Add-in on client workstations:
32-bit Microsoft Outlook 2010 SP1
Interaction Desktop Outlook Add-in license and Client Access license.
Visual Studio 2010 Tools for Microsoft Office (32-bit and 64-bit)
Microsoft Office Primary Interop Assemblies 2010

Note : When you install Microsoft Outlook Interaction Desktop Add-in using the recommended method, the Visual Studio 2010 Tools and
Microsoft Office Primary Interop Assemblies 2010 are installed automatically.
For all other Microsoft Outlook Interaction Desktop Add-in requirements and installation instructions, see:
The Microsoft Outlook Interaction Desktop Add-in Installation and Configuration Guide in the PureConnect Documentation Library.
"Client Workstation Installations" in this document.

IC Business Manager Applications install

The IC Business Manager Applications installation program installs:
IC Business Manager
Interaction Fax Cover Page Editor
This section includes:
Additional requirements for Interaction Report Assistant and Interaction Reporter
Additional requirements for other IC Business Manager modules

53
IC Business Manager
IC Business Manager provides a user interface for easy access to the features of the following application modules, available with the
appropriate licensing:
Interaction Feedback
Interaction Optimizer
Interaction Process Automation Monitor
Interaction Process Automation Reporting
Interaction Recorder Client
Interaction Recorder Extreme Query
Interaction Report Assistant
Interaction Reporter
Interaction Quality Manager
Interaction Supervisor
Interaction Tracker

Additional requirements for Interaction Report Assistant and Interaction Reporter

The reporting options available in IC Business Manager include:
Interaction Reporter : Run pre-defined reports simply using filters to configure report parameters. Depending on the report, Interaction
Reporter makes use of the ActiveReports 6 or Crystal Reports reporting runtime.
Interaction Report Assistant : Design customized reports using the Interaction Report Assistant wizard.
Please note the following requirements for running the reporting modules in IC Business Manager on client workstations:
A database server is required and CIC must be configured for that database server .
If SQL Server is the Reporting database, the SQL Server ODBC driver must be installed on the CIC server and client workstations running
the reporting modules. In most cases, the SQL Server ODBC driver is automatically installed with the CIC server and client workstation
operating system software supported by CIC.
If Oracle is the Reporting database, the Oracle client and the Oracle ODBC driver must be installed on the CIC server and client
workstations running the reporting modules.
Interaction Reporter has a runtime of Crystal Reports supporting 9, 10, XI, and 2013 for report viewing, installed automatically with the IC
Business Manager Applications install. If you wish to modify and create reports , you must install the full Crystal Reports package .

Additional requirements for other IC Business Manager modules

See IC Business Manager Help in the PureConnect Documentation Library to direct you to the appropriate help and technical reference
documents for other modules in the IC Business Manager.
For Interaction Recorder Client requirements, see the Interaction Recorder Technical Reference.
For Interaction Recorder Extreme Query requirements, see the Interaction Recorder Extreme Query Installation and Configuration Guide.
For Interaction Process Automation requirements, see the Interaction Process Automation Technical Reference.

Interaction Fax Cover Page Editor

Interaction Fax Cover Page Editor enables administrators and managers to design fax cover pages and edit standard templates available to users
for use with Interaction Fax. For more information, see"Fax Support".

IC Server Manager Applications install

The IC Server Manager Applications installation program installs:
IC Server Manager
Interaction Administrator
Interaction Attendant
Interaction Designer
IC System Manager
Interaction Host Recorder Client
Interaction SOAP Tracer

54
IC Server Manager
IC Server Manager provides a user interface for easy access to the features of the following application modules, available with the appropriate
licensing:
IC Server Manager Administrator – Enables administrators to define the keywords that Interaction Analyzer uses to monitor conversations
between agents and customers
Interaction Process Automation Monitor
Interaction Process Automation Reporting
Interaction Process Automation Designer
For Interaction Process Automation requirements, see the Interaction Process Automation Technical Reference.

Interaction Host Recorder Client

Interaction Host Recorder Client is required on administrator workstations when using the Host tools . For requirements, see Interaction Host
Recorder Help in the PureConnect Documentation Library.

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 . For requirements, see the CIC and SOAP API Developer's Guide in the PureConnect Documentation
Library.

Localized client workstation applications and requirements

For sites planning on localizing CIC, the following CIC client workstation application installation programs are localized:
IC User Applications (32-bit)
IC User Applications (64-bit)
IC Business Manager Applications
IC Server Manager Applications
Interactive Update Client

Note : The scope of localization varies for different languages. Refer to supported languages in the CIC Language Pack Technical Reference
to find out which workstation installation programs are localized for a particular language.

Additional Servers
This section describes additional servers in the PureConnect suite of software covered in other documents in the PureConnect Documentation
Library. See these documents for requirements that must be fulfilled before installing CIC.
Directory server
Switchover
DHCP server
DNS server
Web server
ASR server
TTS server
Also see "Optional Installations and Additional Functionality" for a summary of installs included on the CIC 2015 R1 or later .iso file for additional
IC application servers, for example, off-server Session Manager.

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Directory server
Windows domains require directory servers to store the Active Directory.
Active Directory, the directory service central to the Windows 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.
CIC can use Windows Active Directory services to authenticate users.

Forest functional levels

CIC supports the following forest functional levels:
Windows Server 2019
Windows Server 2016
Windows Server 2012 R2

Domain environments
CIC supports the following domain environments:
Domain functional level: Windows Server 2019
Domain controllers supported: Windows Server 2019 family
Domain functional level: Windows Server 2016
Domain controllers supported: Windows Server 2016 family
Domain functional level: Windows Server 2012 R2
Domain controllers supported: Windows Server 2012 R2 family
For more information, see Microsoft TechNet article http://technet.microsoft.com/en-us/library/understanding-active-directory-functional-
levels%28WS.10%29.aspx.

Switchover
CIC supports an automated switchover system with duplicate CIC servers. With switchover in place, if your CIC server ever stops responding, a
backup server will take over within 30 seconds. In addition, the switchover scheme allows administrators to manually switch the "active" CIC
server with no phone disruption.
For licensing, requirements, and installation and configuration instructions, see the Automated Switchover System Technical Reference in the
PureConnect Documentation Library.

DHCP server
While DHCP is not directly used by CIC, the service is used by many of the devices which connect to CIC. Additional configuration options can be
provided using DHCP to provide functionality for features such as automated provisioning for managed IP phones.
For a discussion of IP phone network architecture and instructions for configuring the DHCP server for managed IP phones, see the CIC Managed
IP Phones Administrator's Guide in the PureConnect Documentation Library.

DNS server
Like DHCP, DNS is not directly used by CIC, however it does provide functionality which allows various devices that connect to CIC to support
features such as Switchover and TLS/STRP. Also like DHCP, DNS is used for automated provisioning for managed IP phones.
For a discussion of IP phone network architecture and instructions for configuring the DNS server for Switchover and managed IP phones, see the
CIC Managed IP Phones Administrator’s Guide in the PureConnect Documentation Library.

Web server
The addition of a web server allows CIC to interact with both users and external customers via a web browser. It is required for a variety of CIC
web-based applications.
S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.

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ASR server
PureConnect offers trusted speech recognition solutions using vendor ASR software. Integrating PureConnect technology with these speech
applications offers major speech recognition benefits, including excellent accuracy, powerful standards-based features, optimized performance,
and best caller experience.
S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.
For licensing and requirements, see the ASR Technical Reference and the Interaction Speech Recognition Technical Reference in the
PureConnect Documentation Library.
Make sure you have installed the appropriate ASR server before running the appropriate ASR server install for CIC.

TTS server
The PureConnect platform uses a Text-to-Speech (TTS) engine to read text to callers over the telephone. For example, a CIC user can retrieve an
email over the phone, and the TTS engine will read sender, subject, and body of the email. A variety of Speech Application Programming Interface
(SAPI) compliant and Media Resource Control Protocol (MRCP) compliant TTS engines are supported. The quality of the speech produced by
these TTS engines varies from vendor to vendor.
S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.
The Microsoft SAPI engine is included with the Windows 2008 operating system, along with Microsoft's included TTS voices. For more
information, see the Text to Speech Technical Reference in the PureConnect Documentation Library.

Mail System
CIC provides advanced unified messaging functionality. This is supported by the use of a messaging server, usually an email system. This
section discusses the mail systems supported in CIC and provides mail system requirements, planning, installation, and configuration issues.
Supported mail systems
Email server recommendations
Email security
Supported protocols for Microsoft Exchange servers
Microsoft Exchange Web Services-based integration
IBM Domino server
Novell GroupWise server
Gmail (Google Apps for Work)
LDAP/SMTP/IMAP services
Interaction Message Store
Required mail system information

Supported mail systems

See System Software Requirements in the PureConnect Documentation Library for the latest mail system and mail client requirements.
You should also review the documentation that accompanies your email server software for more information on hardware and software
requirements for that software.

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Email server recommendations
Genesys makes the following recommendations for the email server.

Install email server on computer other than CIC server

Install the email server on a computer other than the CIC server. If installed on the CIC server, the significant mail system resource requirements
may adversely affect the CIC system's performance.

Multiple mail providers

You can choose to enable multiple mail providers on your CIC server (configured when you run IC Setup Assistant). For example, your site may
have a number of users who 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.

CIC administrator mailbox limit settings

We recommend you not directly use the CIC administrator account mailbox for anything other than CIC. In addition, we also recommend periodic
review of the CIC service account mailbox to ensure it is not near or over the configured quota, which may prevent message delivery on some
mail systems.

Email security
CIC supports two types of email security solutions:
SSL/TLS
S/MIME
Customers may choose to implement one or both of these solutions.
Note : Email security implementation in CIC does not require any additional 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 email security, see Interaction Administrator Help and the PureConnect Security Features Technical Reference in the
PureConnect Documentation Library.

SSL/TLS
The SSL/TLS security solution protects email transmissions between the CIC server and the email server.
This section includes:
Supported mail providers for SSL/TLS
Server certificate for the email server required for SSL/TLS
Configure CIC for SSL/TLS after the initial CIC installation

Supported mail providers for SSL/TLS

SSL/TLS is supported for Novell GroupWise, IMAP, SMTP, and LDAP. CIC's integrations with these mail providers involve direct communication
via commonly accepted protocols (SOAP, IMAP, SMTP, and LDAP, respectively) that support SSL/TLS.
Note : CIC's integrations with Microsoft Exchange and with IBM Domino use proprietary API's published by Microsoft or IBM. Microsoft
Exchange Web Services uses the EWS API, supported by network port 443 (HTTPS) for SSL/TLS communications encryption between
Exchange Server and CIC.

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Server certificate for the email server required for SSL/TLS

If you plan to use SSL/TLS, a server certificate for the email 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 CIC certificate store (certificates and related files stored in the \I3\IC\Certificates\Email directory).
Note : The server certificate required for SSL/TLS security between the CIC server and email server should not be confused with the Server
Group certificate authority required for SSL/TLS security between the CIC server and authorized remote subsystems. (The Server Group
certificate authority is installed automatically during the CIC server installation.)

Configure CIC for SSL/TLS after the initial CIC installation

If you want your CIC system to use SSL/TLS, we recommend that you install and configure the CIC server first without configuring for email
security.
Once you have determined the CIC system is functioning properly, configure CIC for SSL/TLS in the Interaction Administrator Mail container. For
instructions, see Interaction Administrator Help and the PureConnect Security Features Technical Reference in the PureConnect Documentation
Library.

S/MIME
The S/MIME security solution provides email 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 email 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 email).
This section includes:
Supported mail providers for S/MIME
Email certificate/private keys for users required for S/MIME
Configure CIC for S/MIME after determining that email encryption functions properly outside of CIC

Supported mail providers for S/MIME

S/MIME is supported for:

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

Email certificate/private keys for users required for S/MIME

If you plan to use S/MIME, email certificates/private keys for users must be issued from a certificate authority and installed in the CIC certificate
store (\I3\IC\Certificates\Email directory).

Configure CIC for S/MIME after determining that email encryption functions properly outside of CIC

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

Supported protocols for Microsoft Exchange servers

To interface with Exchange servers, CIC uses Exchange Web Services (EWS). Exchange Web Services (EWS) is a SOAP-based API that uses the
Web services available in Exchange to provide CIC integration to Exchange. CIC and Exchange use Exchange Web Services to communicate over
HTTPS.

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Microsoft Exchange Web Services-based integration
In this section:
Exchange Web Services requirements
Configure CIC for Exchange Web Services (new installations)
Exchange Web Services troubleshooting
Microsoft Outlook for users

Exchange Web Services requirements

Make sure you have fulfilled the following requirements before configuring CIC for Exchange Web Services:
Supported Exchange servers. See System Software Requirements in the PureConnect Documentation Library for the latest requirements.
Exchange calendar access support
Exchange Web Services requirements on the CIC server
Exchange permissions for Exchange Web Services

Note : There may be other requirements, such as autodiscovery setup.

Exchange Web Services requirements on the CIC server

This section describes requirements on the CIC server for Exchange Web Services.

Microsoft .NET Framework

Exchange Web Services requires that Microsoft .NET Framework 3.5 be installed on the CIC server.
Note : CIC requires Microsoft .NET Framework 3.5 and Microsoft .NET Framework 4.7 or later installed on the CIC server.

Outlook client not required

Exchange Web Services does not require Microsoft Outlook to be installed on the CIC server.

Exchange permissions for Exchange Web Services

"ApplicationImpersonation" (Exchange 2016, Exchange 2013, and Exchange 2010) is the only required permission set for Exchange Web Services.
Assign "ApplicationImpersonation" or "Impersonation" permissions (as appropriate for your Exchange server) to the following accounts and
servers:
The CIC administrator account (Service Account) for each mailbox used for message delivery/retrieval or ACD email queuing
The CIC administrator account (Service Account) mailbox
For instructions on setting Impersonation permissions on Exchange 2016, Exchange 2013, and Exchange 2010, see PureConnect Customer Care
KB article https://genesyspartner.force.com/customercare/pkb_Home?id=kA50B0000008R8Q.

Configure CIC for Exchange Web Services (new installations)

Follow the instructions in Install CIC for performing a new CIC 2015 R1 or later installation. This section describes the procedures for configuring
CIC for Exchange Web Services as part of the installation:
Select Mail Provider in IC Setup Assistant or Select Mail Provider in Interaction Administrator
Exchange configuration
Enable Exchange Web Services for users
Enable Exchange Web Services for workgroups
Enable retrieval of private contacts

Select Mail Provider in IC Setup Assistant

You can choose to select the Mail Provider and configure for Exchange when running IC Setup Assistant as part of the initial CIC 2015 R1 or later
installation, or post-installation in Setup Assistant. This section describes both options.
Note : If you choose configure users in IC Setup Assistant, we recommend selecting the Mail Provider and configuring for Exchange in IC
Setup Assistant so that you can assign mailboxes when configuring the users.

Select Mail Provider in IC Setup Assistant

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1. In the IC Setup Assistant Select Mail Providers dialog box, select I want to configure mail providers and select Microsoft Exchange
Server.

2. Click Nex t. A progress bar appears indicating IC Setup Assistant is gathering mail provider information.

When the process is complete, the Mail Provider Summary dialog box appears.
3. In the Mail Provider Summary dialog box, verify the mail provider entries are correct.

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 Provider : Lists Microsoft Exchange as the selected provider.
Directory Search Order : This directory contains the lookup information for contacts (first name, last name, etc.) This column shows the
default order of mail provider directories that CIC willuse to search for a user's mailbox. Exchange Web services EWS is initially enabled by
default. Disable Exchange MAPI because it is no longer supported.

Transports Order: Transports handle the delivery of mail (for example, voicemail, ACD email replies, Supervisor alerts, and notifications)
from CIC to a mail server using the respective mail integration(s). This column shows the default order in which a message will be attempted
for delivery. EWS can handle SMTP-specified addresses (e.g., [email protected]). Exchange Web services EWS is initially enabled by
default. Disable Exchange MAPI because it is no longer supported.
4. To configure Exchange, click Exchange Properties . The Exchange Configuration dialog box appears. Proceed to Exchange
Configuration.

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Select Mail Provider in Interaction Administrator

This procedure is nearly identical to "Select Mail Provider in IC Setup Assistant". It can be performed post-installation, after IC Setup Assistant
was run as part of the initial installation.
1. In Interaction Administrator, click the System Configuration container and then click the Mail sub-container.
2. In the right-hand pane, double-click Configuration . The Mail Configuration dialog box appears.

3. On the Providers page of the Mail Configuration dialog box, if Exchange is already enabled, click Properties to display the Exchange
Configuration dialog box.
4. If Exchange isn't already enabled, click Exchange to highlight it and then click Enable Provider . A progress bar appears indicating
Interaction Administrator is gathering mail provider information. When the process is complete, the Exchange Configuration dialog box
appears.

5. To configure Exchange, click Exchange Properties . The Exchange Configuration dialog box appears. Proceed to Exchange
Configuration.

Exchange configuration

The same Exchange Configuration dialog box is used to configure Exchange, whether you selected the Mail Provider in IC Setup Assistant or
Interaction Administrator.

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1. In the Exchange Configuration dialog box, de-select Enable MAPI . Exchange MAPI is no longer supported.

2. If Exchange Web Services isn't already enabled, select Enable Exchange Web Services .
3. Click Add… to specify a domain to use to access mailboxes. The Domain Properties dialog box appears.

Note: If you don't specify the domain to use to access mailboxes, the system connects to the default Exchange server. That is,
Exchange Web Services will try to use the CIC service account's mailbox for autodiscovery and impersonation over other mailboxes
for message retrieval and queuing. 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 use for the additional Exchange
server.
4. In the Domain Properties dialog box, provide the requested information.

64
 Service account email address : Type the email address used to access mailboxes.
Use IC Administrator account credentials : Select this option if you want to use the CIC Administrator account credentials to
access mailboxes.
Use the following credentials : Select this option if you want to use another account's credentials to access mailboxes.
User name : Type an administrative user account name (CIC administrator account) that has impersonation rights on the Exchange
server. For network credentials, type the domain and user name (domain\username). For Web credentials, type the account name @
domain (username@domain).
Confirm password : Re-type the password for the account.
Use OAuth : To use OAuth to authenticate with Exchange, enter the certificate, certificate password, and the application ID that were
generated during the application registration in the Microsoft Azure portal to request an access token that is passed during requests to
Exchange.
Use Autodiscover to get the Exchange Web Services URL : Select to use the Exchange Autodiscover feature to identify the
Exchange Web Services URL.
Use this Service URL : Select to manually specify the Exchange Web Services URL and type the Service URL in the corresponding box.
Enable SCP Lookup : If Exchange information is not stored in Active Directory, using SCP lookup during the autodiscover process to
find service endpoints can result in unnecessary delays. To disable the SCP lookup, clear the Enable SCP Lookup check box.
Seconds before timeout : Type the number of seconds that CIC should attempt to contact the Exchange Server.
5. Click OK to close the Domain Properties dialog box.
6. Click OK to close the Exchange Configuration dialog box.
7. Click OK to close the Mail Provider Summary dialog box (IC Setup Assistant) or the Mail Configuration dialog box (Interaction
Administrator).

Enable Exchange Web Services for users

After you configure CIC for Exchange, follow this procedure to enable Exchange Web Services for users who will connect to Exchange using the
Exchange Web Services protocol. (You can also enable Exchange Web Services for workgroups".)
1. In Interaction Administrator, click the People container and then click the Users sub-container.
2. In the right-hand pane, double-click the user name to edit. The User Configuration dialog box appears.

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3. On the Configuration page of the User Configuration dialog box, click (... ) to the right of Mailbox User . The Mailbox Selection dialog
box appears.

4. On the Mailbox Selection dialog box, click Search for a mailbox in the following directories . Select Exchange and click Search .
The Exchange e-mail address appears in the search results.

5. Click OK to close the Mail Selection dialog box.

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6. Click OK to close the User Configuration dialog box.

Enable Exchange Web Services for workgroups

After you configure CIC for Exchange, follow this procedure to enable Exchange Web Services for workgroups that will connect to Exchange using
the Exchange Web Services protocol. (You can also enable Exchange Web Services for individual users.)
Note : This procedure is for workgroup ACD email queuing, not for setting up a mailbox for the workgroup would be used to deliver faxes and
voicemail.
1. In Interaction Administrator, click the People container and then click the Workgroups sub-container.
2. In the right-hand pane, double-click the workgroup name to edit. The Workgroup Configuration dialog box appears.

3. On the Workgroup Configuration dialog box, click the ACD tab. The ACD dialog box appears.

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4. In the navigation box on the ACD dialog box, click Routing .

Note : "Inbound" is used to queue messages so that agents can be assigned and reply. "Outbound" is only used for creating a new
email interaction not related to an incoming ACD email interaction.
5. Click Add… The ACD E-Mail Routing Mailbox dialog box appears.

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6. On the ACD E-Mail Routing Mailbox dialog box , click (...) to the right ofMailbox . The Mailbox Selection dialog box appears.

7. On the Mailbox Selection dialog box, click Search for a mailbox in the following directories and select Exchange . Select to search
by Name or E-mail address, type a name or e-mail address in the Search box, and click Search . The Exchange e-mail address appears in the
search results.

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 8. Click OK to close the Mail Selection dialog box.
9. Click OK to close the ACD E-Mail Routing Mailbox dialog box.
10. Click OK to close the Workgroup Configuration dialog box.

Enable retrieval of private contacts

Starting with CIC 4.0 SU 2, the private contact feature in Microsoft Outlook is supported.
You can configure the system to support retrieval of private contacts for users who have mailboxes associated through Exchange Web Services.
All contacts are read-only. Public contacts aren't supported for mailboxes associated through Exchange Web Services. The contacts are seen
through Interaction Desktop, as described in the "Outlook for users" section of this document.
1. In Interaction Administrator, click the System Configuration container, click the Contact Data Manager sub-container, and then click
the Contact List Sources sub-container.

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2. Press the Insert key. The Entry Name dialog box appears.

3. Type a name (for example, IC Private Contacts) and click OK . The Contact List Source Configuration dialog box appears.

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4. Leave the IC Data Source list box blank and clear the Public check box.
5. In the Driver list box, click IC Mail Services .

6. Click OK.

Exchange Web Services troubleshooting

If you encounter issues when setting up CIC to connect to an Exchange server via Exchange Web Services, see PureConnect Customer Care KB
article https://genesyspartner.force.com/customercare/pkb_Home?id=kA50B0000008R8p.

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Microsoft Outlook for users
An email client is not required for users: voicemail and fax can be checked in Interaction Desktop (CIC). However, if you want to provide users
with the ability to check messages outside of CIC, or to receive any other messages from CIC which are not either voicemail or fax, use either the
Microsoft Outlook client on user workstations or Outlook Web Access.
This section includes:
Outlook client on user workstations
Outlook Web Access
Display contacts in Interaction Desktop

Outlook client on user workstations

CIC supports the following Microsoft Outlook client versions on user workstations:
Microsoft Outlook 2013
Microsoft Outlook 2010 SP2 (32-bit and 64-bit)
Visit the Testlab site at http://testlab.genesys.com/ for the latest service packs certified for use with CIC. Microsoft recommends applying the
latest Outlook service packs for full functionality.

Outlook Web Access

Microsoft Outlook Web Access allows 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 to configure and use Outlook Web Access.

Display contacts in Interaction Desktop

The private contact feature in Microsoft Outlook is supported in Interaction Desktop.. The server-side configuration for this feature is described
in "Enable retrieval of private contacts".
Users can display their private contacts by adding a directory tab in Interaction Desktop. The contacts cannot be modified in Interaction Desktop
and public contacts are not displayed.
1. In Interaction Desktop, do one of the following:
In the File menu, select New->View...
In the New menu, select View...
In Getting Started, select . View...
2. In the Create New View dialog box, do one of the following to find the General Directories view.
In Group by Products, search for General Directories, and double-click General Directories .
In Group by Category, click Directories in the left pane and double-click General Directories .

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3. In the Select General Directories to Add dialog box, click the Contact List Source Name that was created in Interaction Administrator
when you enabled retrieval of private contacts. (In this example, IC Private Contacts.)

4. Click Add . The Contact List Source Name is moved to the right pane.

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5. Click OK . The new view is added to Interaction Desktop interface with the user's private contacts displayed.

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IBM Domino server
IBM Domino/Notes is a supported CIC mail provider, supporting unified messaging and email queuing (ACD queuing of email to contact center
agents)
This section provides IBM Domino/Notes-related requirements, installation, and configuration information.
Supported IBM Domino servers. S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.
Assign the CIC administrator permissions on the IBM Domino server
Install and configure the Notes client on the CIC server
Configure CIC for IBM Domino/Notes
IBM Domino/Notes support limitations

Assign the CIC administrator permissions on the IBM Domino server

The CIC administrator account is used to log in to the IBM Domino server. You should have already created the CIC administrator domain user
account with local privileges on the CIC server as described in "CIC server".
To configure the CIC administrator account on the Domino server:
Register the CIC administrator as a new Notes user
Grant Manager privileges to CIC administrator's Domino account over CIC users' Domino mailboxes

Register the CIC administrator as a new Notes user

Log on as the IBM Domino administrator, and register a new Notes user (for example, ICAdmin) for CIC's use.
Registration creates a person document in the Domino Directory, a properly verified Notes ID, and a mail database on the IBM Domino server.
See the IBM 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 CIC administrator’s Domino account password.

Grant Manager privileges to CIC administrator's Domino account over CIC users' Domino mailboxes

To enable phone-based retrieval of voicemail and email messages, the CIC administrator’s Domino account must be granted Manager privileges
including permission to "Delete documents” over the CIC users’ Domino mailboxes.
1. If you have not already done so, first give the IBM Domino administrator Full Access Administration . This step is needed so that the user
running IBM Domino Administrator can modify users ACLs to add the CIC administrator account.
2. Double-click a CIC Notes user’s NSF file (found in the \Notes\Data\Mail directory).
3. On the IBM Notes Administration interface, select the
File->Database->Access Control and add the account designated as the CIC 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.
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 CIC 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.

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

To install and configure the Notes client on the CIC server

1. Install the IBM Notes client version corresponding to the IBM Domino server version on the CIC server.

Notes : If you intend to install IBM Notes and Microsoft Outlook on the CIC server, we recommend that IBM Notes be installed before
Microsoft Outlook, as some versions of Outlook can cause problems with IBM Notes.
While installing the client, "Single-User" install must be selected or CIC may not be able to connect to your Notes server.
2. Log in to the CIC server as the CIC administrator.
3. Start the IBM Notes client, select the Notes ID (for example, ICAdmin), and enter the Notes password that you created for this CIC account.
4. Make sure the CIC 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.
5. On the CIC server, make sure the TMP or TEMP environment variable exists and points to a valid directory on the CIC server with enough
space to temporarily hold attachments (for example, voicemail and fax files) for email messages.
6. To verify the IBM Notes client installation, log out, then log in to the IBM Notes client as the CIC administrator and send an email to the CIC
administrator account.

Configure CIC for IBM Domino/Notes

After the CIC server software has been installed, configure the IBM Domino mail provider in IC Setup Assistant or post-installation in the
Interaction Administrator Mail container.
For instructions on IBM Domino mail provider configuration, see IC Setup Assistant Help and Interaction Administrator Help.

Additional IBM Domino/Notes 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.

IBM Domino/Notes support limitations

Please note the following limitations to IBM Domino/Notes support in CIC:
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 CIC mail provider, supporting unified messaging, and email queuing (ACD queuing of email to contact center
agents).
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 Key file
Configure CIC for GroupWise
GroupWise client on client workstations

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About the GroupWise Connector
The GroupWise Connector uses the Web services available in GroupWise 8.0 to provide the CIC/GroupWise integration. CIC and GroupWise use
the 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 CIC 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 CIC as a Trusted Application in GroupWise. This is accomplished by running the GroupWise
snap-in in ConsoleOne. The Trusted Application Key file is then imported by CIC in Setup Assistant or Interaction Administrator. When the CIC
configuration is completed, CIC automatically provides users access to their mailboxes through e-mail or the TUI.
The Trusted Application Key file eliminates the need for the administrator to individually grant the CIC administrator account proxy access to
each user mailbox that CIC will access. In previous CIC releases, the proxy access requirement proved to be time consuming for the
administrator, and often resulted in support cases.

GroupWise client no longer required on the CIC server

To further simplify the installation procedure, CIC no longer requires that the GroupWise client be installed on the CIC 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.
CIC supports the following GroupWise versions:
GroupWise 2012 (CIC 4.0 SU 4 to SU 6, CIC 2015 R1 and later)
GroupWise 8
See software requirements at
https://help.genesys.com/cic/mergedProjects/wh_tr/mergedProjects/wh_tr_installation_and_configuration/desktop/software_requirements.htm
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 CIC, 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 CIC server. For more information, see "Email security".
Follow the instructions in Novell GroupWise Support for CIC in the Technical Reference Documents section of the PureConnect Documentation
Library.

Generate the Trusted Application Key file

The GroupWise Connector requires that you install CIC as a Trusted Application in GroupWise. This is accomplished by running the GroupWise
snap-in in ConsoleOne. The Trusted Application Key file is then imported by CIC in Setup Assistant or Interaction Administrator.
Follow the instructions in the Novell GroupWise Support for CIC Technical Reference in the PureConnect Documentation Library.

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Configure CIC for GroupWise
After the CIC 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 the Novell GroupWise Support for CIC Technical Reference in the
PureConnect Documentation Library.

Additional Groupwise 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 client workstations

The 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 email as well as the TUI.
Note : Interaction Desktop has voicemail and fax features, but the GroupWise client is needed to receive CIC system emails.

Gmail (Google Apps for Work)

Gmail, part of Google Apps for Work, is a web-based hosted email application offering message threading, message labels, message search, and
spam filtering. Integration of CIC with Gmail is compliant with SMTP/IMAP protocols and uses two-legged OAuth for authentication.
Starting with CIC 2015 R2, the integration of CIC with Gmail:
Supports OAuth 2.0
Is a separate selection in the Interaction Administrator Mail Provider, no longer configured via SMTP/IMAP services
Both new and existing CIC installations using Gmail must follow these procedures to configure Gmail in CIC 2015 R2 and later:
Re-run IC Setup Assistant (existing CIC installations only)
Create a Google Project and Service Account
You will generate a .json file needed when configuring mail in Interaction Administrator
Configure the Google Domain
Configure Mail in Interaction Administrator
Configure User in Interaction Administrator

Note : Existing CIC installations must follow these procedures in order to upgrade and configure for OAuth 2.0.
For more information, including configuration procedures, see the Gmail Integration Technical Reference in the PureConnect Documentation
Library.

LDAP/SMTP/IMAP services
CIC supports unified messaging for mail providers that use the standard SMTP/IMAP messaging protocols and the LDAP directory access
protocol.
This section provides LDAP/SMTP/IMAP-related requirements, installation, and configuration information.
About LDAP, SMTP, and IMAP
Supported LDAP/SMTP/IMAP servers. S ee System Software Requirements in the PureConnect Documentation Library for the latest
requirements.
Configure CIC for LDAP/SMTP/IMAP

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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 CIC system to have. For example:
If you want delivery of voicemail messages, faxes, and CIC notification email messages (i.e., "caller left a voicemail less than 2 seconds" or
"you haven't recorded your name prompt") to email addresses (even external SMTP email 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 CIC notification email 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 email messages through the TUI (again, even from an external IMAP account), but you do not want delivery of
voicemails, faxes, and IC-notification-email messages to email addresses, then you only need to configure IMAP, not SMTP.
If you want users to access messages on client workstations via an email client instead of the telephone user interface (TUI), fulfill these
requirements:
Establish a CIC mail account on the IMAP server for each CIC user.
Install IMAP-capable email software on client workstations. (It is not necessary to install the email software on the CIC server.)

Configure CIC for LDAP/SMTP/IMAP

After the CIC 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 LDAP/SMTP/IMAP configuration in Interaction Administrator

The following option is available in Interaction Administrator only.

If plan to use SSL/TLS to provide security between the CIC 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

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

About Interaction Message Store

Interaction Message Store stores voicemail and faxes as files on the CIC 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. CIC
users can access voicemail messages from Interaction Desktop or the telephone user interface (TUI). Fax messages can be viewed from
Interaction Desktop or forwarded to another fax number via the TUI.
For more information, see the Interaction Message Store Technical Reference in the PureConnect Documentation Library.

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Multiple mail providers: Interaction Message Store plus email provider
When you configure mail providers as part of the CIC 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 email capability, and it may be necessary for users or administrators to receive text-based (email)
notifications on cell phones or other email enabled devices. In such a case, you would want to configure an email 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 the Interaction Message Store in the Technical Reference Documents section of the PureConnect Documentation
Library.

Configure CIC for Interaction Message Store

After the CIC 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 CIC server.

Additional Interaction Message Store configuration in Interaction Administrator

The following options are available in Interaction Administrator Mail container only.
If you wish to change the root directory for the message store on the CIC server, or if you plan to use a network file server instead of the CIC
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 .
After the CIC installation, you can perform the following system administration tasks for the message store in Interaction Administrator in the
Interaction Message Store screen:
Specify message compression rate
Manage Interaction Message Store mailboxes, including Interaction Message Store quotas for storage space and message count for users,
roles, and workgroups.
For more information, see Interaction Administrator help.

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 "CIC server".

Required mail system information

Before you run IC Setup Assistant as part of a new CIC server installation, make sure that you have the following mail system information
available, typically provided by the mail administrator.
Mail server name
(IBM Domino/Notes) Notes client installed on the CIC server, IBM Domino administrator account password
(GroupWise) GroupWise server IP address, port, GroupWise administrator account and password, location of Trusted Application Key file on
the CIC server
(Gmail) Google domain name, location of .json file
If users are imported from mail server address or distribution lists, create the address and distribution lists

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Database Server
CIC can make use of a database to provide many functions that support call center operations. You must fulfill the database requirements to
successfully configure the CIC database as part of a new CIC installation. This section discusses the databases supported in CIC and provides
database server requirements, planning, installation, and maintenance issues.
CIC Database Configuration during CIC server installation
CIC Database Configuration options
Reporting tables
Interaction Recorder tables
Interaction Tracker tables
Interaction Optimizer tables
Interaction Feedback tables
Interaction Process Automation tables
SQL Server
Oracle
Data retention
Required database information
Database Schema Change Library
Database changes and troubleshooting

CIC Database Configuration

This section presents background information on the CIC Database configuration performed during the CIC server installation. Configuring a
database for use by CIC involves two parts: creating the database and configuring CIC to use that database.
Important : Migrating data between 2.4 or 3.0 and 2015 R1 or later versions of CIC is not covered in this section. For more information, see
the Interaction Migrator Technical Reference.

Database configuration during CIC server installation

Creates the three database user accounts used by CIC:
Administrative account (default ic_admin)
User account (default ic_user)
Read-only account (default ic_readonly).
Creates or upgrades the database tables, views, indexes, and stored procedures needed for
Reporting - Additional licensing for Interaction Reporter and Interaction Report Assistant required
CIC Public and Private Contacts
Speed Dial lists
Interaction Recorder, including Interaction Screen Recorder - Additional licensing required
Interaction Tracker - Additional licensing required
Interaction Optimizer - Additional licensing required
Interaction Feedback - Additional licensing required
Interaction Process Automation - Additional licensing required

CIC configuration

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

CIC Database Configuration options

Genesys offers 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 CIC server installation begins.
For details see:
"CIC Database Configuration options for SQL Server" in the "SQL Server" section.
"CIC Database Configuration options for Oracle" in the "Oracle" section.
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Reporting tables
The Reporting database records statistics and other information including:
Call Detail Records (CDR) for calls and other multimedia interactions (chats, emails, etc.)
Performance data on users and workgroups
Line and line group statistics
IVR statistics
Changes to CIC configuration (for auditing)
CIC administrators, call center supervisors, and other users can create or run reports on that data in IC Business Manager to analyze trends and
improve resource usage using the following IC Business Manager application modules:
Interaction Reporter : Run pre-defined reports simply using filters to configure report parameters. Depending on the report, Interaction
Reporter uses the ActiveReports 6 or Crystal Reports reporting runtime.
Interaction Report Assistant : Design customized reports using the Interaction Report Assistant wizard.
The supporting files for the Reporting components are automatically installed with the IC Server Manager Applications and IC Business Manager
Applications installs. The CIC Database Configuration that occurs when running IC Setup Assistant configures the Reporting database tables.
Interaction Reporter has a runtime of Crystal Reports supporting 9, 10, XI, and 2013 for report viewing, installed automatically with the IC Business
Manager Applications install. If you wish to modify and create reports, you must install the full Crystal Reports package.
A database server is required to create and run reports. If a database server is not available, we recommend purchasing the database server and
fulfilling the server prerequisites before the CIC server installation, and then configuring the CIC database in IC Setup Assistant during the CIC
installation.

No Reporting
If the site does not include a database server, choose the "no reporting option" in IC Setup Assistant.
Note : CIC Private and Public Contacts lists require a database.

Interaction Recorder tables

Interaction Recorder data is stored in the same CIC database , although in different tables.
Interaction Recorder is an application for managing phone calls, emails, faxes, screen recordings, and Web chats recorded within CIC.
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.
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 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.
The supporting files for the Interaction Recorder and Interaction Screen Recorder components are automatically installed with the CIC server, IC
Business Manager Applications, and IC User Applications installs. The CIC Database Configuration that occurs when running IC Setup configures
the Interaction Recorder database tables.
For licensing, requirements, and installation and configuration instructions, see the Interaction Recorder Technical Reference in the PureConnect
Documentation Library.

Interaction Tracker tables

Interaction Tracker data is stored in the same CIC database , although in different tables.
Interaction Tracker enables CIC users to view the interaction histories between CIC users and outside people, or between CIC users, by m
aintaining a database of CIC users and their associated interactions.
The supporting files for the Interaction Tracker components are automatically installed with the CIC server, IC User Applications, and IC Business
Manager installs. The CIC Database Configuration that occurs when running IC Setup configures the Interaction Tracker database tables.
For licensing, requirements, and configuration instructions, see the Interaction Tracker Filtered Directories Technical Reference in the
PureConnect Documentation Library.

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Interaction Optimizer tables
Interaction Optimizer data is stored in the same CIC database , although in different tables.
Interaction Optimizer is a complete workforce management (WFM) application for CIC that optimizes agent effectiveness in contact centers of
all sizes. It combines CIC’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.
The supporting files for the Interaction Optimizer components are automatically installed with the CIC server and IC Business Manager installs.
The CIC Database Configuration that occurs when running IC Setup configures the Interaction Optimizer database tables.
For licensing, requirements, and configuration instructions, see the Interaction Optimizer Technical Reference in the PureConnect Documentation
Library.

Interaction Feedback tables

Interaction Feedback data is stored in the same CIC database , although in different tables.
Interaction Feedback is an IC Business Manager add-on module that supports automated post-call customer satisfaction surveys. Interaction
Feedback gives business users the ability to easily create surveys using the Create Survey Wizard. Surveys can be quickly created with pre-
defined industry standard templates. Customized questions can be simply created using Interaction Feedback Tools, for creating prompts and
managing questions.
The supporting files for the Interaction Feedback components are automatically installed with the CIC server and IC Business Manager installs.
The CIC Database Configuration that occurs when running IC Setup configures the Interaction Feedback database tables.
For licensing, requirements, and configuration instructions, see the Interaction Feedback Technical Reference in the PureConnect Documentation
Library.

Interaction Process Automation tables

Interaction Process Automation (IPA) data is stored in the same CIC database , although in different tables.
IPA takes the advanced communications technologies available in CIC 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.
The supporting files for the IPA components are automatically installed with the CIC server, IC User Applications, IC Business Manager
Application, and IC Server Manager installs. The CIC Database Configuration that occurs when running IC Setup configures the IPA database
tables.
For licensing, requirements, and configuration instructions, see the Interaction Process Automation Technical Reference in the PureConnect
Documentation Library.

SQL Server
Genesys recommends a dedicated SQL Server computer for CIC database storage. If a SQL Server is already installed on the same network as the
CIC server, that server may be used for CIC database storage.
Fulfill the requirements described in this section before the CIC server installation:
Supported SQL Server versions
Configure SQL Server for Mixed Authentication Mode
SQL Server security settings
SQL Server ODBC driver
SQL Server database space planning
SQL Server configuration
SQL Server database maintenance
CIC Database Configuration options for SQL Server
Use Active Directory accounts with SQL Server

Supported SQL Server versions

S ee System Software Requirements in the PureConnect Documentation Library for the latest requirements.
Note : The SQL Server must be case-insensitive . CIC Database Configuration cannot log into a case-sensitive SQL Server. For more
information, contact PureConnect Customer Care.

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Configure SQL Server for 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.
Choose Mixed Mode when installing SQL Server.
If SQL Server is already configured for Windows Authentication Mode only, change to Mixed Mode using SQL Server management tools.
See SQL Server documentation for instructions.

SQL Server security settings

The port that SQL Server uses must be unblocked or available through a firewall. This is necessary to successfully configure the CIC database in
IC Setup Assistant. Port 1433 is the default port, but may be set to other values during the SQL Server installation.

SQL Server ODBC driver

The CIC server and client workstations running Interaction Reporter and/or Interaction Report Assistant in IC Business Manager use the SQL
Server ODBC driver in their communications with the database server.
In most cases, the SQL Server ODBC driver is automatically installed with the CIC server and client workstation operating system software
supported by CIC 4.0.
No SQL client tools are required.

SQL Server database space planning

This section discusses SQL Server database space planning, including initial data and log file size, growth increment, and maximum growth size.
During the CIC server installation, enter the appropriate values based on the database space planning in IC Setup Assistant database
configuration screens. IC Setup Assistant then configures the database.
This section includes:
Use the CIC Database Space Planning Spreadsheet
Database file size allocations
Growth increment
Maximum growth size
Account for index rebuilds
Once the database is created, expand file size to final size

Use the CIC Database Space Planning Spreadsheet

We recommend using the CIC Database Space Planning Spreadsheet, DB_SpacePlanning.xls to determine the target size (initial data file size) of
the CIC database. This Excel spreadsheet is located in the Additional Files\SQL directory on the CIC 2015 R1 or later iso .file.
The Main sheet of the spreadsheet presents questions regarding the site's operations, including
Data retention period in months
Average calls per hours
Days of week in operation
Number agents (users)
Based on the answers, the spreadsheet calculates the initial data file size for a SQL Server Reporting database.
Indicate on the spreadsheet if Interaction Recorder, Interaction Tracker, Interaction Feedback, Interaction Optimizer, and/or Interaction Process
Automation licenses are used to account for the additional space needed for these databases.
The spreadsheet also contains Advanced Options questions, a breakdown of the SQL Server database size estimates, and Table Details.

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Database file size allocations

The following table shows the “rule of thumb” that the CIC Database Planning Spreadsheet uses to calculate initial data file size values for a
Reporting, Tracker, and/or Recorder database. During a new installation, CIC Database Configuration in IC Setup Assistant uses these default
values if no values are entered.

File Reporting databaseWith a Tracker license…With a Recorder license…*With both Recorder and Tracker licenses…
Data file1GB Add additional 750MB Add additional 1GB Add additional 1GB

Log file 250MB Add additional 183MB Add additional 250MB Add additional 250MB

* If Interaction Recorder is licensed, but Interaction Tracker is not, recordings still require most of the related Interaction Tracker information.

Growth increment

Determine the growth increment, which is how much space the data and log files will add when they need additional space, before the maximum
growth size is reached or the disk is full.
During a new CIC installation, IC Setup Assistant uses the following default values if no values are entered.

File Growth increment With a Tracker license… With a Recorder license…* With both Recorder and Tracker licenses…
Data file 250MB Add additional 200MB Add additional 250MB Add additional 250MB
Log file 50MB Add additional 50MB Add additional 50MB Add additional 50MB
* If Interaction Recorder is licensed, but Interaction Tracker is not, recordings still require most of the related Interaction Tracker information.

Maximum growth size

Determine the maximum size the data or log file can grow following the initial file creation. During a new CIC 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 several years’ worth of data needs to be retained in the CIC database, account for this data in the sizing calculations. Add enough free space to
the calculation, to facilitate rebuilding the database indexes.
We strongly recommend reviewing Microsoft’s SQL Server Books Online at http://msdn.microsoft.com/en-us/library/ms189858.aspx for
information on reorganizing and rebuilding indexes.

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

As mentioned, we recommend using the CIC Database Planning Spreadsheet to estimate the CIC database, and to specify the SQL Server
database data and log file size in the Database Configuration screen in IC Setup Assistant during the CIC server installation.
If these planning tasks were not completed, we recommend expanding the file size to final size immediately after the new CIC database has been
created, so that it can be allocated in a single contiguous block. It is not acceptable to create a 500 MB 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 quickly, and may use many gigabytes per month, depending on the call load.

SQL Server configuration

We strongly recommend configuring SQL Server for optimum performance.
Place 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.
Ensure that Tempdb has an adequate size. In addition, Tempdb can be placed on its own disk(s) for optimum performance.

SQL Server database maintenance

Use the normal database backup procedures as described in the Microsoft SQL Server documentation.

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CIC Database Configuration options for SQL Server
We offer two CIC 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 CIC server
installation begins.

Option 1: Typical CIC installation sequence for SQL Server using IC Setup Assistant

When running IC Setup Assistant as part of the CIC server installation, Setup Assistant prompts for CIC Database Configuration information for
SQL Server. Setup Assistant performs the necessary database creation and configuration for CIC during the commit stage.
This method is most commonly used and is highly recommended.

Option 2: Database creation scripts

Manually run the database creation scripts to create the CIC database any time prior to the CIC server installation.
SQL Server database creation/upgrade scripts for the latest release are available in the \Installs\Additional Files\SQL directory on the CIC 2016
R1 or later release and patch iso .files. The zip file is also available on the Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx .
Important : Migrating data between 2.4 or 3.0 and 2015 R1 or later versions of CIC is not covered in this content. For more information, see
the Interaction Migrator Technical Reference.
When running IC Setup Assistant as part of the CIC server installation, make sure to complete the database-related screens in IC Setup
Assistant to configure CIC 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.

Use Active Directory accounts with SQL Server

An organization can use Windows Active Directory accounts in place of the default SQL accounts that CIC creates. See Using Active Directory
Accounts with SQL Server in CIC in the PureConnect Documentation Library to learn how to use Corporate Windows Domain or Active Directory
users in CIC reporting and client applications.

Oracle
Genesys recommends using a dedicated Oracle server computer for CIC database storage. If an Oracle server is already installed on the same
network as the CIC server, that server may be used for CIC database storage.
Fulfill the requirements described in this section before the CIC server installation:
Supported Oracle server versions. See System Software Requirements in the PureConnect Documentation Library for the latest requirements.
Oracle server security settings. The port that Oracle server uses must be unblocked or available through a firewall. This is necessary to
successfully configure the CIC database in IC Setup Assistant. Port 1521 is the default port, but may be set to other values during the Oracle
server installation.
Oracle ODBC driver/Oracle client
Tablespace planning
Oracle configuration
Oracle database maintenance
CIC Database Configuration options for Oracle

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Oracle ODBC driver/Oracle client
The CIC server and client workstations running Interaction Reporter and/or Interaction Report Assistant in IC Business Manager use the Oracle
ODBC driver in their communications with the database server.
It is essential that the 32-bit version of the Oracle ODBC driver is installed on the CIC server , even though the CIC server is running the
64-bit version of Microsoft Windows. CIC programs are 32-bit, and require the 32-bit Oracle ODBC drivers to function properly.
Install the Oracle client and the Oracle ODBC driver (32-bit) on:
The CIC server
Client workstations that will run Interaction Reporter and/or Interaction Report Assistant in IC Business Manager

Note : Interaction Optimizer requires Oracle 12.2 client to be installed as the default Oracle client. If the default Oracle client is not version
12.2, then you must set the ORACLE_HOME environment variable to specify the Oracle client install location.

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 CIC server and
client workstations that will run Interaction Reporter and/or Interaction Report Assistant in IC Business Manager. When configuring the Oracle
client on client workstations, use the same alias name specified in the CIC server’s tsnames.ora file.

Tablespace planning
CIC tables and indexes are stored in Oracle tablespaces. We strongly recommend storing the tables and indexes in different tablespaces, and
separate them from the data contained in other applications that might already exist on the Oracle server.

Use the CIC Database Space Planning Spreadsheet

See the previous section under SQL Server about the CIC Database Space Planning Spreadsheet. Although the spreadsheet does not have
specific Oracle calculations, the information generated is accurate enough to plan for Oracle.

C reate the tablespaces before the CIC installation

Create the data and index tablespaces for the CIC database before beginning the CIC server installation.
During the CIC server installation, enter the appropriate data and index tablespace values in the IC Setup Assistant database configuration
screens. IC Setup Assistant then configures the database.
There are three different tablespace planning scenarios:

Tablespace planning scenario #1 (Recommended)

If there is enough disk space on the Oracle server, we suggest using the CIC Database Space Planning Spreadsheet to plan how much space will
be needed for the new CIC data and index tablespaces.
Create the tablespaces using Oracle Enterprise Manager, or use the ora_eic_TS.sql script, available on the Utilities and Downloads page at
https://help.genesys.com/utilities-and-downloads.html.
The IC Setup Assistant database configuration screen will ask for the tablespace names to use, which would be the tablespaces that are created
in this step using Oracle Enterprise Manager or the ora_eic_TS.sql script.

Tablespace planning scenario #2

If the Oracle server doesn't have enough disk space to create new tablespaces, but there is enough unused space on existing user tablespaces
(don't use SYSTEM tablespace), use the existing user tablespaces to store CIC data.
It's good practice to separate different applications' data to different tablespaces. Pick the empty tablespaces for CIC data, and do not put any
other application's data into a CIC tablespace unless it won't be used for CIC anymore.

Tablespace planning scenario #3

If neither disk nor existing tablespace have the minimum required free space, we suggest adding more disk space before beginning the CIC server
installation.

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Oracle configuration
When running IC Setup Assistant against an Oracle database residing in a cluster, the CIC server must be able to use the configured
TNSNames.ora file to resolve to the appropriate database server. Before beginning the CIC server installation, we recommend using the Oracle
client on the CIC server to validate that the connection to the clustered Oracle database can be established.

Oracle database maintenance

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

CIC Database Configuration options for Oracle

We offer two CIC 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 CIC server
installation begins.

Option 1: Typical CIC installation sequence for Oracle using IC Setup Assistant

When running IC Setup Assistant as part of the CIC server installation, Setup Assistant prompts for CIC Database Configuration information for
Oracle. Setup Assistant performs the necessary database creation and configuration for CIC during the commit stage.
This method is most commonly used and is highly recommended.

Option 2: Database creation/upgrade scripts

Manually run the database creation scripts to create the CIC database any time prior to the CIC server installation.
Oracle database creation/upgrade scripts for the latest release are available in the \Installs\Additional Files\SQL directory on the CIC 2016 R1 or
later release and patch iso .files. The zip file is also available on the Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx .
Important : Migrating data between 2.4 or 3.0 and 2015 R1 or later versions of CIC is not covered in this content. For more information, see
the Interaction Migrator Technical Reference.
When running IC Setup Assistant as part of the CIC server installation, complete the database-related screens in Setup Assistant to configure
CIC 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.

Data retention
The following data retention topics apply to all database servers:
Reporting data log purges
Recording data purges
Tracker data purges
Optimizer data purges
Reporting data deletion errors

Reporting data log purges

By default, CIC 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 CIC is installed and configured, configure log purge settings in Interaction Administrator to:
Schedule the time of day for the data log purge to take place, and how often the purge should run. Configure these settings in the Interaction
Administrator Site:Server container. Double-click Configuration and select the Report Log Purging tab.
For each report log (base or custom), specify how long the report log data should be retained, and whether the report log should 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.

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Recording data purges
By default, Recording data purging is not enabled.
After CIC is installed and configured, configure purge settings in the Interaction Recorder Policy Editor in the Interaction
AdministratorInteraction Recorder container.
To activate the policy editor, click on the Policy Editor container underneath the Interaction Recorder container, and then double-click
Configuration . Once the Interaction Recorder Policy Editor finishes launching, recording retention is configured through Retention policies. The
Default Storage Location policy is created during Interaction Recorder installation, and it can be used to implement a retention period for all
recordings, or new retention policies can be created that can also implement a retention period for a subset of all recordings. To implement a
retention period, a retention policy must have the retention period set to action checked. The period can be set to Forever, or for a duration of
any number of days, weeks, months, quarters, or years. In addition, the purge the recording or media only action must be checked, and the
action must be set to purge the recording and media so that the database will be purged along with the recorded media.
Important : When editing an existing retention policy, the policy is not active until the Apply button is clicked. Further, if a retention period is
added to or changed on an existing retention policy, then the Re-apply button must be clicked. When the Re-apply button is clicked, the
Reapply retention policies screen appears, and you want the retention period changes to take effect for all recordings, make sure to select
the Re-apply to all recordings checkbox before clicking OK. If that isn't done, then the new/changed retention period will only be applied to
new recordings.

Tracker data purges

By default, Tracker data purging is not enabled.
After CIC is installed and configured, 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

CIC 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 CIC operational
problems, but do not allow these errors to continue. Contact the database administrator, the CIC reseller, or PureConnect Customer Care to
intervene and resolve the problem.

Required database information

Before running the CIC server installation, make sure that the following standard database administrator account information is available,
typically provided by the database administrator. IC Setup Assistant requires it.
This section includes:
Database server name
Administrator account and password
Passwords for CIC user accounts

Database server name

One of the following:
SQL Server name
Oracle service name
The SQL Server or Oracle service that will host the database must actively be running on a SQL Server or Oracle server and on the network.

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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 CIC installation.
CIC Database Configuration in Setup Assistant uses this account to connect to the database server, create the database, and to create the three
standard CIC database user accounts.

Passwords for CIC user accounts

CIC 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 with the db_owner role and owns all the tables on the database server with “dbo” schema. It can be used to
perform administrative tasks on the database (performance tuning, backups, etc). IC_Admin is used by the IC Tracker and IC Report Logging
Data Sources defined in Interaction Administrator.
ic_user : User account used by CIC server components that reads and writes to the database.
ic_readonly : Read-only account used by the CIC server and client components query the database.
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.).

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Database Schema Change Library
The Database Schema Change Library can help you with upgrading database customizations. The library contains reports detailing the database
schema changes between your current CIC release/patch and a target CIC release/patch. The report consists of three collapsible sections:
Objects that exist in the current and target database schema versions but are different.
Deprecated objects in the current version. Deprecated objects remain in the database. A future database version can use a deprecated object.
New objects in the target version.
For example, use the Database Schema Change Library to access a report to identify database schema changes that can affect your custom
reports.

Access a report in the Database Schema Change Library

1. Open the Database Schema Change Library.
2. Select MSSQL or Oracle for the database type. For example, select MSSQL if your implementation uses Microsoft SQL Server Database.
3. Select the current database version. For example, if your implementation uses CIC 2018R5 P34, select ININ_2018R5_P34 .
4. Select the target database version. For example, for a report listing the database schema changes between CIC 2018R5 P34 and CIC 2019R4
P12, select ININ_2019R4_P12 as the target database version.
5. Click Get Report .
6. To view the information in a report:
Click a section to expand the information in that section.
Click an object listed in an expanded section to view the details at the bottom of the report.

Example Report
This example shows a report for a Microsoft SQL Server database. The report displays the:
Database schema changes between CIC 2018R5_P34 and CIC 2019R4_P12.
Expanded the first section listing the objects that exist in the current and target database versions but are different.

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Database changes and troubleshooting
To make database configuration changes or resolve installation or database-related problems after the CIC server installation, re-run IC Setup
Assistant and select the Database task to make changes to the Setup Assistant database configuration screens.

Database Logging
Database logging is the mechanism by which CIC transports Reporting, Interaction Recorder, Interaction Tracker, etc. data from the CIC server to
the database server and stores it. It is performed via Persistent Message Queuing (PMQ). PMQ is embedded within the CIC application on a CIC
Server with a connection to a database server.
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 CIC 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, etc. is not lost during expected
(e.g. database maintenance, backups) or unexpected database outages. Not all CIC components that insert data into the CIC database use PMQ.
For example, CIC 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 guaranteeavailability of the data. For example, reports cannot be run, or
archived recordings accessed, during database outages.
Note : PMQ does not support processing files from a previous version.

Directory paths for file storage

The CIC server installation by default stores PMQ data, when PMQ must queue to disk, in \I3\IC\PMQ. This location may be changed, to store
potentially large amounts of PMQ data on a dedicated drive for example, after CIC 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 when queuing to disk is occurring and issue an alert.
Under the PMQ root directory, subdirectories are created for each CIC 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 are the
actual PMQ files for data stored on disk.
For example, there may be files such as
\I3\IC\PMQ\StatServer\IC Report Logging\72405237.I3P - data queued to disk (see "Storage file naming").
\I3\IC\PMQ\StatServer\IC Report Logging\72405237.I3C - count file for above data file (see "Storage file naming").
\I3\IC\PMQ\AdminServer\IC Report Logging\72405203.ERR - data that experienced an unexpected error when being inserted into the database
(see "Data recovery").
The subsystems that use PMQ, and thus directories that exist under the PMQ directory, and the tables they update, are as follows:
AdminServer: UserWorkgroup, LineConfig, LineGroupConfig, LineGroupLines, AccountCodeMirror.
IpServer: AgentActivityLog, AgentQueueActivationHist, ILineGroupStats, ILineStats, IAChangeLog, ICDirChangeLog, FaxEnvelopeHist.
IP: Interaction Processor is responsible for any data submitted through the Logging Custom Passthrough tool.
IRServer: various Interaction Recorder-related tables.
iwp_server: various Interaction Web Portal-related tables.
OptimizerSrv: various Interaction Optimizer-related tables.
ProcessAutomationServer: various Interaction Process Automation-related tables.
StatServer: AgentServiceLevelOverflows, AgentStatistics, AgentStats, AgentStatus, DQConfig, DQServiceLevelOverflows, DQStatistics,
DQStatus, SGServiceLevelOverflows, SGStatistics, StatDimensions, StatProfile, InteractionCustomAttributes
TrackerSvr: InteractionTracker has two directories associated with it, PMQTracker and PMQSegmentLogs. PMQTracker stores various
Tracker tables and is used only if the customer has a Tracker or a Recorder license. PMQSegmentLogs stores data from the tables
InteractionSummary and InteractionSegmentDetail, regardless of whether or not a customer has a Tracker or a Recorder license.

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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.
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, files
will be deleted to avoid causing server failure. The storage cleanup process occurs hourly for each queue/application. Each queue requires a
minimum of 1 GB 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 low disk space condition.
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 and processes I3P/I3C files on disk. PMQ will
always process the oldest storage file first, in file name sequence number order. Once all messages within a storage file are processed, the I3P
and I3C files are deleted.
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 CIC) 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 renamed. To reprocess this data,
rename the ERR files extension to I3P and restart the corresponding CIC subsystem. However, if the condition that caused the original error still
exists, the data will again fail to insert and generate another ERR file.
To process error files for the TrackerServer, IRServer, and OptimizerServer subsystems, use the sendcustomnotification following 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.

Fax Support
The CIC server (Fax server subsystem) and Interaction Media Server process, transmit, and receive faxes to and from client workstations. The
CIC server handles faxes for stand-alone fax machines. Interaction Fax on client workstations enables users to receive, view, send, and monitor
faxes.
Supported fax platforms: T.38 and T.30 (fax over IP)
Fax installation and configuration on the CIC server
Create and configure standalone fax machines
Interaction Media Server faxing
Fax components on client workstations
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Supported fax platforms: T.38 and T.30 (fax over IP)
Faxes transmitted or received over the IP network on a CIC Server and Interaction Media Server use the T.38 or T.30 protocol if supported by the
remote device. The T.30 protocol is supported in CIC 4.0 SU 6 and CIC 2015 R1 or later.
Unless otherwise specified, the PureConnect QoS driver is automatically installed on the CIC server and Interaction Media Server to add QoS to
fax over IP protocols.
By default, CIC uses T.38 for fax over IP. Using the Default Station Configuration/Global SIP Station dialog box or the Station
Configuration/Configuration dialog box for Transport in Interaction Administrator, you can:
Disable fax for over IP.
Enable T.30 faxing only.
Enable T.38 faxing only.
Enable fax attempts to first use T.38 followed by T.30.
Enable fax attempts to first use T.30 followed by T.38.
For more information, see Interaction Administrator Help.

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Fax installation and configuration on the CIC server
The following fax components are automatically installed on the CIC server as part of the CIC server installation:
Fax server subsystem - processes faxes from client workstations and standalone fax machines
Fax printer driver - renders fax cover pages on the CIC server. The printer spooler service must be running on the CIC server to install the
fax printer driver.
Interaction Fax - enables users to receive, view, send, and monitor faxes easily from client workstations. Interaction Fax on the CIC server
is useful for debugging.
Additional configuration in Interaction Administrator is needed:
If your implementation includes stand-alone fax machines
If you wish to change default fax configuration settings or create fax groups.

Create and configure standalone fax machines

If your implementation includes stand-alone fax machines, create standalone fax stations using Add Stations Assistant when you run IC
Setup Assistant or, post-installation, in Interaction Administrator. In Add Stations Assistant, select Stations connected by IP (SIP) to import a
CSV list of SIP stations that includes stand-alone fax stations.
Note : Stand-alone fax stations do not have Interaction Fax capabilities.

You can perform the following additional fax configuration in Interaction Administrator. For more information, see Interaction Administrator
Help.

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Fax Configuration
In Fax Configuration , define default Appearance and other settings.

Fax Groups
In Fax Configuration , define the default Fax Group and create additional Fax Groups.

Fax Recipient
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In System Configuration ->Mailboxes , define Fax Recipient .

Interaction Media Server faxing

CIC uses Interaction Media Server to handle the transmission and reception of faxes to and from client workstations. For more information, see
Interaction Media Server Technical Reference in the PureConnect Documentation Library.
This section includes:
Interaction Media Server faxing process
Interaction Media Server fax licensing

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Interaction Media Server faxing process
This section describes how faxing works with Interaction Media Server.

Inbound faxes

1. An external source transmits a fax to a telephone number for a user extension in the CIC network.

Note : Faxes sent to a station extension do not require audio processing through Interaction Media Server.
2. A gateway converts the analog fax data to the T.38 or T.30 protocol and sends the data to Interaction Media Server.
3. Interaction Media Server converts the fax data to the TIFF format image files and sends the files to CIC.
4. CIC attaches the fax images to an email message and addresses it to the associated user of the target station.
5. The user receives an email message with the fax attachment.

Outbound faxes

1. Using Interaction Fax, a user of a station sends a fax to an external telephone number.
2. CIC sends the fax data in the form of TIFF format image files to Interaction Media Server.
3. Interaction Media Server converts the TIFF format images of the fax to the T.38 or T.30 protocol and sends the data to the gateway that
conveys communications for the external telephone number.
4. The gateway converts the T.38 or T.30 fax data to analog fax signals and sends that signal to the external telephone number.

Interaction Media Server fax licensing

Each simultaneous active fax, either inbound or outbound, requires a fax session license. Fax session licenses are defined in the PureConnect
license.
If you exceed your fax session license count, the following events occur based on the direction of the fax:
Inbound – These faxes fail and are not serviced.
Outbound – CIC holds these faxes in a queue until a fax session license becomes available.
To determine how many fax session licenses are in use, use Interaction Supervisor and view the Fax Licenses Available statistic.

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 - Fax components
IC Business Manager Applications install - Fax components

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IC User Applications install - Fax components
When you run the IC User Applications 32-bit or 64-bit installs on client workstations, Interaction Fax is selected by default in the
Custom Setup screen. For more information, see "Client Workstation Installations."
Note : Before you run the IC User Applications 32-bit or 64-bit installs on client workstations to install fax components, the printer spooler
service must be running on the CIC server to install the fax printer driver.
The following fax components are installed on the client workstation:
Fax printer driver - allows faxing of any document that can be printed. It supports landscape printing and various paper sizes.

Note : Make sure that the correct IC User Applications version (32-bit or 64-bit) for the workstation is installed; it is necessary for
printing faxes.
Interaction Fax - enables users to receive, view, send, and monitor faxes easily from client workstations.

Interaction Fax on client workstations

Interaction Fax is a stand-alone, desktop application for managing faxes. Faxes are delivered to users via Microsoft Outlook, IBM Notes, or Novell
GroupWise email.
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.
Interaction Fax is available from Start->Programs->PureConnect or as a shortcut on the desktop.
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. For more information, see Interaction Fax Help and Interaction
Desktop Help.

IC Business Manager Applications install - Fax components

When you run the IC Business Manager Applications install on administrator or supervisor workstations, Interaction Fax Cover Page
Editor is selected by default in the Custom Setup screen. For more information, see "Client Workstation Installations."

Interaction Fax Cover Page Editor on client workstations

Installed on administrator or supervisor workstations with IC Business User Applications installed, the Interaction 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.
Interaction Fax Cover Page Editor is available from Start->Programs->PureConnect and also as a shortcut on the desktop. For more information,
see Interaction Fax Cover Page Editor Help.

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Install CIC
In this section
CIC Server Installation
IC Setup Assistant

CIC Server Installation

This section walks you through a new CIC server installation procedure for CIC 2015 R1 or later. The procedure includes installing
the latest patch for the release.
Step 1: Download and copy the CIC release .iso to a file server
Step 2: Verify CIC server prerequisites
Step 3: Run Install.exe
Step 4: Load the CIC license file
Step 5: CIC server install
Step 6: PureConnect Documentation Library install
Step 7: Interaction Text-to-Speech install
Step 8: Interaction Firmware install
Step 9: Interactive Update Provider install
Step10: Restart to complete the release installation
Step11: Apply the latest patch
Step 12: Run IC Setup Assistant
Step 13: Post-installation tasks
Uninstall CIC

Step 1: Download and copy the CIC release .iso to a file server
CIC releases are distributed as .iso files. We recommend that you store the CIC release .iso file on a file server to avoid having to
copy the .iso file to multiple servers.
1. Download the latest CIC release .iso, for example CIC_2018_R1.iso , from the Product Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx .
2. Copy the .iso file to a file server (non-CIC server) with a high bandwidth connection to the servers(s) onto which you will be
running the CIC installs.
3. Mount the .iso file and share the contents to make them accessible to those servers.

Note : Starting with 2019 R2, the CIC Language Pack and Prompt Pack installs for new CIC installations and updates for existing
localized CIC systems are available on the 2019 R2 and later CIC Language Pack .iso file downloadable from the Product
Downloads page at https://help.genesys.com/pureconnect/secure/Downloads.aspx . See "CIC Language Packs and Prompt
Packs" optional install information in this document.

Step 2: Verify CIC server prerequisites

Verify that you have fulfilled all the prerequisites and performed all necessary pre-installation procedures for the CIC server,
described in CIC server .
If you have not done so yet:
Run GetHostID.exe from \Additional Files\GetHostID on the .iso share (needed for license file generation).
Generate and download the license file to the CIC server as described in Order and generate the CIC 4.0 license.

Step 3: Run Install.exe

We recommend installing CIC releases using the installation utility (Install.exe) located in the \Installs directory on the .iso share.
Install.exe is an enhanced tool that simplifies and automates many aspects of the manual install and update process.

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 Important : When Install.exe accesses the \Installs directory across a network share as recommended, the utility copies the
installs to the server's local temp directory, then executes from there. Executing individual installs from a directory across a
network share is not recommended.

Run Install.exe to select the CIC server components to install

1. Navigate to the \Installs directory on the CIC 2015 R1 or later .iso share and launch Install.exe .

2. In the Server Components tab, select the Interaction Center Server and IC Documentation Library components. The
Interaction Firmware component and the Interaction Text-to-Speech component are automatically selected when the
Interaction Center Server component is checked.

3. Open the Interactive Update tab and select the Interactive Update Provider component to install the Interactive Update
Provider on the CIC server.
Notes :
The Interactive Update Provider and Interactive Active Client components cannot be installed on the same machine. If one is
selected, the other is de-selected.
If you wish to install the Interactive Update Provider on a separate server on the CIC network (stand-alone provider), skip this
step. For more information, see the Interactive Update Technical Reference in the PureConnect Documentation Library.

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4. Click Install .

5. If the following message appears, click Fix Patch Cache or Cancel to manually adjust the patch cache policy and run
Install.exe again.

6. In the Install Confirmation dialog box, confirm your selections and click OK .

The utility minimizes to the toolbar and begins running the installs in the order selected.

Note : When Install.exe accesses the \Installs directory across a network share as recommended, the utility copies the
installs to the server's local temp directory, then executes from there. This process takes a few minutes to complete.

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Step 4: Load the CIC license file
Starting with CIC 2015 R2, Install.exe prompts for and loads the CIC license file prior to installing the selected install components.
Loading the license file at the start enables Install.exe to run more efficiently, bypassing the license file prompts within individual
installs. This is especially useful for implementations that install multiple Language Packs.

Load the CIC license file

1. In the Please load the license file screen, navigate to the CIC license file you downloaded to the CIC server in Step 2.

2. Select the license file and click Open .

Step 5: CIC server install

The CIC server installation program installs the CIC software. You must be logged in as a user with administrator privileges on the
CIC server in order to run the CIC server install.
Before you start the CIC server install, review the following QoS driver -related information:
When you run the CIC server install, the PureConnect QoS driver is silently installed and the certificate is added to the Trusted
Publishers list. If your site has reasons for modifying this default behavior, you may wish to modify the QoS properties and run
the CIC server install using Group Policy or other methods. Review PureConnect Customer Care KB article
https://genesyspartner.force.com/customercare/pkb_Home?id=kA50B0000008R5H so that you can make the appropriate
planning decisions for QoS driver installation.

CIC server install

1. On the Welcome screen, you can choose to generate certificates signed using SHA-256 instead of SHA-1. Select the checkbox
to generate certificates signed using SHA-256 instead of SHA1.

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 Press Next to proceed past the Welcome screen.
2. The Domain User Validation screen is pre-populated with account information for the logged-on user with administrator
privileges on the CIC 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 CIC uses. This
account is used to start CIC Services.

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 User
In most cases, the user is the CIC administrator account (Windows 2008 R2 or Windows 2012 R2 domain user account
created specifically for the CIC administrator, with administrator privileges on the CIC server). If the network has a mail
server, the CIC administrator account should also have an email profile for the mail client installed on the CIC server (e.g.,
Microsoft Outlook or IBM Notes). See "CIC server" for instructions on creating the CIC administrator account.
If the CIC server is not connected to the network at this time, the user is the currently logged-on user with administrative
privileges on the CIC 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 CIC Services to start by using this account.

Password
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 CIC server is in — the same domain as the mail server,
if there is one on the network. If the CIC server is not connected to the network at this time, the name in this field is the CIC
server name.
4. In the IC Server Destination Folders screen, specify the target drives for the following directories or keep the default
directories, and click Next .

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 Directory Description
Install Directory All CIC server files will be installed in this directory.
Recordings Directory that will contain recorded calls.
Directory
Trace Logs Directory that will contain trace logs used for debugging.
Directory It will grow quickly, so make sure that there is enough available space. We recommend that you place
it in its own partition.
The CIC server install uses this directory to create a directory at the same level for database logging
data.

Notes
Typically, the default drive for the CIC server is D:\. You may select another drive, however, do not select the same drive
as your operating system, usually C:\. Genesys does not support installing the CIC 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 60 GB.

You may change the directory name, but not the paths.
You may wish to review "CIC server" for additional information about drive partitioning.
5. When you are ready to begin the installation, select Install .

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

The Completed screen appears.

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6. Click Finish .

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Step 6: PureConnect Documentation Library install
The PureConnect Documentation Library contains all available CIC help systems, installation and configuration guides, technical
reference documents, and quick reference materials in a single searchable unit. It is updated for each CIC 2015 R1 and later release.
The PureConnect Documentation Library is recommended to be included in your CIC 2015 R1 or later installation to ensure that you
always have the latest version of the PureConnect Documentation Library on the CIC server.

Follow the instructions on the screens to complete the PureConnect Documentation Library installation.

Step 7: Interaction Text-to-Speech install

Interaction Text to Speech is an integrated component of Interaction Media Server and is installed through the Media Server
installation. This install adds language models for newly supported languages.
Install.exe auto-starts the Interaction Text-to-Speech install and proceeds to install it automatically.
You can view the progress and successful completion of the installs in the Install.exe Installation Progress window.

Step 8: Interaction Firmware install

The Interaction Firmware install contains the latest supported firmware for Polycom, Interaction SIP Station, AudioCodes, and
Genesys managed IP phones.
Install.exe auto-starts the Interaction Firmware Part 1 and Interaction Firmware Part2 installs and proceeds to install it
automatically.
You can view the progress and successful completion of the installs in the Install.exe Installation Progress window.

Step 9: Interactive Update Provider install

The Interactive Update Provider installation program installs the Interactive Update Provider service and the Interactive Update
Client service on the CIC server. For more information, see the Interactive Update Technical Reference in the PureConnect
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Documentation Library.

Interactive Update Provider install

1. Press Next to proceed past the Welcome screen.

2. Press Next to accept the default Destination Folder screen, the same directory as the CIC server installation.

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 The install will create a subdirectory for Interactive Update.
3. Select Local Provider (Default) to distribute updates for all client machines within a local area network, and to distribute
updates remote providers, depending on your implementation. For more information, see the Interactive Update Technical
Reference in the PureConnect Documentation Library.

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4. If your CIC server is part a Switchover pair, starting with Interactive Update 2016 R2, you can create or use a shared database.
Otherwise, click Next to continue.
On the initial active server, click Yes and enter the location for the shared database. When you run the installation on the initial
backup server, enter the same shared database location. For more information, see the Interactive Update Technical Reference
in the PureConnect Documentation Library.

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

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 As the installation continues, a status bar indicates the progress.
6. When the Completed screen appears, click Finish .

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Step 10: Restart to complete the release installation
When you have installed all the selected components and the Installation Progress window shows all were successfully installed,
Install.exe prompts you to reboot to complete the installation.

Click Yes .

Step 11: Apply the latest patch

After running the CIC release installation on the CIC server, apply the latest patch for the release. This requirement helps to ensure
the most stable operation of the product. Patches are posted along with releases on the Product Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx .
Note : Patches are cumulative.

Server Components

The following instructions show how to apply server components to a system for Interaction Media Server, CIC Server, and
other servers on the CIC system.
To start, if you have not done so already, download and copy the CIC_20**_R*.iso to a file server, mount the .iso, and share the
contents.

Interaction Media Server

Interaction Media Servers (and ASR servers) must be updated before the CIC server.
1. On the Interaction Media Server, navigate to the \Installs directory on the CIC 20** R* share launch Install.exe , and open the
Off-Server Components tab. Interaction Media Server component is automatically selected and marked as Update .
2. Click Install . An Install Confirmation dialog box lists the selected Interaction Media Server component.
3. Click OK . Install.exe auto-starts and proceeds to run the patch updates install automatically. The install screens appear as
Install.exe works through them, but no user input is needed.
4. Repeat steps 1 through 3 to update ASR server components on the ASR server.

CIC Servers
1. Download the latest patch .iso for the release, for example CIC_2019_R2_Patch1.iso , from the Product Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx , mount the .iso, and share the contents as described in
Step 1.
2. Navigate to the \Installs directory on the CIC Patch1 share and launch Install.exe .
3. The CIC server and Interaction Firmware components are automatically selected and marked as Required . They cannot be de-
selected.

Other components already installed on the CIC 2018 R1 Server such as the PureConnect Documentation Library and Interactive
Update Provider are also marked as Required and cannot be de-selected.
Components not currently installed on the CIC 2018 R1 Server are marked Not Applicable . They cannot be selected.
4. Click Install .

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 The Install Confirmation screen lists all the selected components.
5. Click OK .
Install.exe auto-starts and proceeds to run the patch updates automatically. The install screens appear as Install.exe works
through them, but no user input is needed.
6. Click Yes when you are prompted to reboot.

Other Servers

Follow the same instructions to apply off-server components release components located on the Off-Server Components tab or
Integrations tab to other servers on the CIC system.

Workstation Components
After the CIC Server has been updated, choose from one of the following methods to apply the CIC release components to existing
CIC workstations:
(Recommended) Use Interactive Update to apply release updates to workstations. For more information, see the Interactive
Update Technical Reference.
Run Setup.exe in the appropriate shares on the CIC Server.
Use Group Policy deployment to push release updates to workstations. For more information, see the Group Policy Deployment
for IC Applications Technical Reference.

Note : Since you must always apply the latest patch after installing CIC 2015 R1 or later, you can wait until you have applied the
latest patch and then apply both release and patch updates to existing PureConnect (CIC) workstations at the same time, using
any of these deployment methods.

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Step 12: Run IC Setup Assistant
Once the CIC 2015 R1 or later release and latest patch are installed, run IC Setup Assistant to configure the CIC server and start CIC
Services.
Before you run IC Setup Assistant, make sure you have:
Applied the latest patch for the release.
Completed any reboots.
See "IC Setup Assistant" for detailed instructions launching and running IC Setup Assistant

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

Step 13: Post-installation tasks

Complete CIC server configuration in Interaction Administrator. See "Post-Installation Configuration".
Configure Interaction Media Server (or install it first if necessary). See the Interaction Media Server Technical Reference in the
PureConnect Documentation Library.

Uninstall CIC
Uninstall and Downgrade to the previous version
When you update an existing 4.0 SU or 2015 R1 or later system to the latest 20## R# release, the update install for each product
component backs up the previously installed version. The backed-up files include the previously installed component's .msi plus
any applied .msp files (4.0 SU or 2015 R1 or later patches), along with any transform (.mst) used during the original installation.
To uninstall the newly installed product version, for example, for troubleshooting purposes, you can choose to downgrade to
(reinstall) the previously installed product version. Uninstall 2015 R1 or later and downgrade to the previous version using one of the
following methods:
Programs and Features
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 Group policy deployment
Interactive Update

Programs and Features

You can use Programs and Features in Control Panel to uninstall 2015 R1 or later product components and downgrade to the
previously installed version on the CIC server, client workstations, and other servers on the PureConnect (CIC) system.
In Programs and Features , select the appropriate 2015 R1 or later product component and click Uninstall .

If there is a previous product backup available, a Confirm Previous Version Install dialog box gives you the choice to reinstall
the previous version.

Note : When uninstalling and downgrading PureConnect (CIC) product components on the CIC server, uninstall and downgrade
the CIC Server install component before uninstalling and downgrading the Interaction Firmware component and any Language
Pack components.

Group Policy Deployment

When uninstalling 2015 R1 or later product components using group policy deployment, use the REINSTALL_BACKUP_PRODUCT
property to downgrade to the previously installed version. For more information, see the Group Policy Deployment Technical
Reference in the PureConnect Documentation Library.

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Interactive Update

If you used Interactive Update to apply the 2015 R1 or later updates to client workstations, when you select a 2015 R1 or later
component as "Remove" in Interactive Update Provider, the component downgrades to the previous version (if the previous version
is present). For more information, see the Interactive Update Technical Reference in the PureConnect Documentation Library.
Note : To uninstall and downgrade Interactive Update Provider 2015 R1 or later to a previous version, use Programs and
Features. You may need to restart IC Services after downgrading to a previous version of the provider.

IC Setup Assistant
IC Setup Assistant is a wizard that configures CIC Server components such as CIC administrator and network information, dial plan,
database, Switchover, Multi-Site RTM, Interaction Recorder, Speech Recognition, mail provider, Log Retrieval Assistant, SIP lines and
default registration group (for managed IP phones), users, workgroups, roles, group call processing, and DCOM security.
This section includes:
Prepare for IC Setup Assistant
Run IC Setup Assistant
Re-run IC Setup Assistant
\I3\IC directory paths and shares

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Prepare for IC Setup Assistant
In addition, we recommend 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 CIC Server configuration.

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 CIC Server, as described in "CIC Server".
Review the IC Survey file and verify the information. You may need to consult with the network administrator, email administrator,
database administrator, CIC system administrator, and other people at the customer site.

Dial plan
Resellers may wish to use an existing dial plan. If so, download the dial plan to the CIC Server prior to running IC Setup Assistant.
CIC uses a regional dial plan, 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, see the CIC Regionalization and Dial
Plan Technical Reference in the PureConnect Documentation Library.

CSV SIP Station list

We recommend that you create managed IP phones (Polycom, AudioCodes, Genesys, Interaction SIP Station, and/or SIP Soft
Phone) in CIC. This procedure is performed post-IC Server installation. For more information, see "Post-Installation Configuration"
and the CIC Managed IP Phones Administrator's Guide in the PureConnect Documentation Library.
However, CIC does support "non-managed" Polycom phones and other SIP handsets from vendors that are not included in
PureConnect's managed IP phone implementation, as well as analog stations connected via SIP FXS gateways. For non-managed IP
phones, you can create "non-managed" SIP stations by importing a CSV list containing SIP station information in Add Stations
Assistant within IC Setup Assistant.
The CSV SIP Station list is also used to create SIP Stations for stand-alone fax machines.
A sample CSV SIP station list in the \Installs\Additional Files\CSV Lists directory on the CIC 2015 R1 or later .iso
file. See the CSV List Import Technical Reference in the PureConnect Documentation Library for instructions on how to create a
CSV SIP station list.
Download the CSV SIP station list to the CIC Server.

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 CIC server.
A sample CSV user is included in the \Installs\Additional Files\CSV Lists directory on the CIC 2015 R1 or later .iso
file. See the CSV List Import Technical Reference in the PureConnect Documentation Library for instructions on how to create a
CSV SIP station list.
Download the CSV user list to the CIC Server.

Install and configure optional servers

Make sure you have installed and configured any optional servers you plan to use, including:
Servers used with Interaction Recorder (add-on licenses required). For more information, see the Interaction Recorder Technical
Reference in the PureConnect Documentation Library.
ASR Server (add-on license required). For more information, see the ASR Technical Reference in the PureConnect
Documentation Library.
IC Setup Assistant will prompt you for information about these servers.

Run IC Setup Assistant

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This section describes the IC Setup Assistant screens for a new CIC 2015 R1 or later installation. For more information on each
screen presented here, click Help (? ) in the upper right hand corner of the screen in IC Setup Assistant.
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.
Launch IC Setup Assistant
Starting CIC Subsystems
Load IC Survey file
Confirm CIC Administrator account
Confirm the domain
License file
Select the dial plan
Enter the local area codes
Enter local exchanges
Select a reporting option
Database configuration
Select the Microsoft SQL Server
Configure the CIC database name
Configure the SQL database CIC accounts
Configure the SQL database files
Select CIC optional components
Configure Switchover servers
Configure Multi-Site for this Server
Define Multi-Site Parameters
Site information
Change the site name
Certificate Signing Options
Interaction Recorder compressed files location
Speech Recognition
Select mail providers
Mail provider summary
Log Retrieval Assistant mailbox configuration
SIP Lines and Default Registration Group
Configure stations
Create CIC user accounts
Configure CIC user accounts

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 Add Users Assistant
Configure CIC user accounts (showing created users)
Configure CIC workgroups
Manage workgroups
Configure role memberships
Manage Roles
Configure default hours of operation
Configure group call processing
Edit group call processing
DCOM Security Limits
Commit your choices
Saving configuration
IC Setup Assistant completed

Launch IC Setup Assistant

After running the CIC Server install as described in "CIC Server Installation" for CIC 2015 R1 or later and the latest patch:
Logged on as the CIC administrator account. The CIC administrator user account should have administrator privileges on the
CIC Server, as described in "CIC Server".
Downloaded your CIC license to the CIC Server.
Applied the latest patch for the release.

Launch IC Setup Assistant

1. Manually launch IC Setup Assistant by selecting:

Windows 2008 R2: Start->Programs->PureConnect->IC Setup Assistant
Windows 2012 R2: Start screen->Apps->PureConnect->IC Setup Assistant
2. The IC Setup Assistant Welcome screen appears.

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Click The newest patch has been installed on this IC server checkbox and then click Next to continue.

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Starting CIC Subsystems
Please wait while some essential CIC subsystems are started.

Once the CIC subsystems are started, the Load IC Survey File screen appears.

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Load IC Survey file
IC Setup Assistant stores all configuration information in an IC Survey file. If you need to re-install the CIC 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 "CIC server"
or click Help (? ).

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 CIC 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.

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Confirm CIC Administrator account
IC Setup Assistant has detected that you are logged on as the noted local administrator account. The CIC administrator user
account should have administrator privileges on the CIC Server.
IC Setup Assistant uses this account to configure the CIC services to start automatically on reboot, and also to set DCOM
processes for other servers connecting to this CIC Server.

Use this account for the IC Administrator Account (default)

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

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Confirm the domain
Verify that the CIC Server is connected to the noted domain.

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 CIC 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
You should have already downloaded your CIC 4.0 license to the CIC Server.

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License File

By default, IC Setup Assistant looks in the \I3\IC directory for the CIC 4.0 license filename used by the Task List. The license file is
CurrentLicenseAdmin.i3lic . If the license file is not located in this directory, browse to the appropriate directory.

Host ID

IC Setup Assistant locates the CIC Server's unique Host ID to be used by CIC'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 in the \Installs\Additional Files\GetHostID directory on the CIC 2015 R1 or later iso .file or on the Utilities and Downloads
page at https://help.genesys.com/utilities-and-downloads.html to generate the Host ID for your license.)
If the physical processor chips found on the CIC Server have different CPUID values, virtual machines hosted on the server will
randomly show different CPUIDs when a virtual session is initiated. Contact PureConnect Customer Care to assist you with
modifying your CIC Service License to accommodate this condition. Record and provide the following information to the
representative: CPU1:D5 | CPU2:F3.
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 CIC license will correspond to one specific NIC. The simplest way to determine which NIC corresponds to the CIC 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 CIC license is always active and available. If you disable or
otherwise uninstall it, CIC 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 theProduct field.

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

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Select the dial plan
A dial plan contains information to determine which telephone calls are extensions, local calls, and long-distance calls. CIC
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.

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 : CIC uses a regional dial plan 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, see the CIC
Regionalization and Dial Plan Technical Reference in the PureConnect Documentation Library.
After the new installation is completed, you can modify your dial plan in the Phone Numbers container in Interaction Administrator.

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.

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 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).

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 CIC server is installed,
add it to the dial plan in the Interaction Administrator Phone Numbers container.

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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.
CIC will use all area codes in conjunction with all local exchanges to determine which calls are local to the CIC system. Add
multiple exchanges by clicking Add and entering all valid exchanges for the locality in which the CIC Server is installed.

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.

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 7, 10, or 11 in the Number of digits list box.
The option selected should reflect the needs of an area in which the CIC server is installed. For examples, click Help (? ).

Exchange List

Exchanges for the area in which the CIC 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.

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Select a reporting option
CIC provides reporting statistics for calls into and out of the CIC system.

Select how you are going to store reporting data generated by the CIC 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 all reporting data in a database (SQL Server or Oracle)
Select this option if your site includes a SQL Server or Oracle database server.

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Database configuration
Select the database you want to configure.
Configuring a database for use by CIC involves two parts: creating the database, and configuring CIC to use the database.
Note : Make sure you have fulfilled requirements for the database you select. For instructions, see "Database Server".

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 CIC database storage.

Oracle Database

Select this option if your site has an Oracle server. We recommend that you use a dedicated Oracle server computer for CIC
database storage.
Note : The Oracle client must be installed on the CIC 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. For Oracle client
requirements, see "Database Server".

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.

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 Note : If you selected an Oracle database, corresponding Oracle-related screens will follow. Click Help (? ) for information.

SQL Server

Enter the fully qualified domain name (FQDN) of the SQL Server that will host the CIC 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.
Important : The SQL Server must be configured to be case-insensitive. CIC cannot log into a case-sensitive SQL Server or SQL
Server instance name. For more information, contact PureConnect Customer Care.

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 (CIC administrator account) credentials to connect to the SQL Server, create the CIC database, and create the three
standard CIC 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 the
CIC database, and create the three standard CIC database user accounts.

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 CIC database already exists and is up to date, you may enter an CIC database account, for example IC_ReadOnly
(one of the standard CIC database user accounts).

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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 PureConnect Customer Care first to verify the driver.

Test

Click Test to verify that the CIC 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 CIC database name

Select one of the following options for a SQL Server database.

Create a new CIC database with the following name

Creates a brand new CIC 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 CIC database.

A database may already exist and be up to date, if you have multiple CIC Servers in your organization using the same CIC database
(multiple active CIC Servers or one or more Switchover pairs), and the database was created while running IC Setup Assistant on

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one of the other CIC Servers. Or, you may have already created the CIC database prior to running IC Setup Assistant by manually
running the SQL scripts.
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 an existing database; you cannot choose to create a new database with this
account.

Upgrade existing database

This option is generally not applicable in CIC 4.0 GA to SU 6 or CIC 2015 R1 or later.
This option does not apply to migrating an IC 2.4 or 3.0 database to CIC 4.0 GA to SU 6 or CIC 2015 R1 or later.
This option may be applicable in certain circumstances when applying a CIC 4.0 to SU 6 Service Update or CIC 2015 R1 or later
(with Setup Assistant in rerun mode). Check with PureConnect Customer Care.

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Configure the SQL database CIC accounts
The CIC 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.

Enter the names and passwords for the following CIC 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.

Administrator Account

IC_Admin is the administrative account with the db_owner role and owns all the tables on the database server with "dbo" schema. It
can be used to perform administrative tasks on the database (performance tuning, backups, etc). IC_Admin is used by the IC
Tracker and IC Report Logging Data Sources defined in Interaction Administrator.

User Account

IC_User is the user account used by CIC Server components to read and write to the database.

Read-Only Account

IC_ReadOnly is the read-only account used by the CIC Server and client components to query the database.

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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
"Database Server". Refer to that section information about filling out this screen.

In this example, the initial file sizes and growth increments provided are for a CIC license that includes Interaction Recorder and
Interaction Tracker feature licenses.
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.

Select CIC optional components

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

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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 an Interaction Multi-Site configuration. Additional Multi-Site screens will follow.

TFTP Server

The CIC 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, AudioCodes, and Genesys phones as part of a managed IP phones implementation. For more
information, see the CIC Managed IP Phones Administrator's Guide in the PureConnect Documentation Library.
Configure unmanaged Polycom phones. For more information, see the Configuration of CIC Phone Features for Polycom
Phones Technical Reference in the PureConnect Documentation Library.
Perform gateway programming.

Director Monitored Server

Starting with CIC 4.0 SU 3, Interaction Director Monitored Server components are included in the CIC server installation/update
component.
If your site implements Interaction Director 4.0, select this option. An additional Director User Account screen will follow.
For information on setting up the Interaction Director Monitored Server, see the Director Monitored Server Installation and
Configuration Guide in the Add-on Documentation section of the PureConnect Documentation Library.

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Configure Switchover servers
This screen appears if you selected the Switchover Service option on the Select IC Components screen.
Important: Before continuing, review the Automated Switchover System Technical Reference in the PureConnect
Documentation Library for Switchover system requirements and installation instructions. You will first complete a CIC
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 CIC server performs for Switchover. In our example, "CICServer1" is the intended initial active server or
"Switchover A", and "CICServer2" is the intended initial backup server or "Switchover B".

Follow these instructions to configure the initial active and initial backup servers.
Initial active server configuration for Switchover service
Initial backup server configuration for Switchover service
Confirm the Switchover server configuration

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Initial active server configuration for Switchover service

Select the first option when you run Setup Assistant on the initial active server or "Switchover A" server (in our example,
"CICServer1").

Switchover A

Select this option when you run Setup Assistant on the server you have determined to be the initial active server or "Switchover A"
server (in our example, "CICServer1").

Name of switchover B server

Enter the machine name of the initial backup server or "Switchover B" server. In our example, this is "CICServer2".
The backup server name should be different than active server name. Do not enter the IP address or the fully qualified domain
name.
The entry in this field populates the required "SwitchoverServer B" server parameter in Interaction Administrator.

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Initial backup server configuration for Switchover service

Select the second option when you run Setup Assistant on the initial backup server or "Switchover B" server (in our example,
"CICServer2").

Switchover B

Select this option when you run Setup Assistant on the server you have determined to be the initial backup server or "Switchover B"
server (in our example, "CICServer2").

Name of switchover A server

Enter the machine name of the initial active server or "Switchover A" server. In our example, this is "CICServer1".
The active server name should be different than the backup server name. Do not enter the IP address or the fully qualified domain
name.
The entry in this field populates the required "SwitchoverServer A" server parameter in Interaction Administrator.

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Confirm the Switchover server configuration

After running IC Setup Assistant on the initial active and backup servers (in this example, “CICServer1” and “CICServer2”), the
SwitchoverServer A and B server parameters would be configured like this:
On CICServer1 :
SwitchoverServer A = CICServer1
SwitchoverServer B = CICServer2
On CICServer2 :
SwitchoverServer A = CICServer1
SwitchoverServer B = CICServer2
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 CIC will not start successfully.

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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 CIC server network. The Multi-Site RTM
Server install is available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs directory, select the Off-Server
Components tab, and check the appropriate checkbox.
For more information on setting up Interaction Multi-Site, see the Multi-Site Technical Reference in the PureConnect Documentation
Library.

Select what needs to be configured on this CIC Server.

Multi-Site RTM Client Only

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

Multi-Site RTM Server and Client

Select this option to install Multi-Site RTM server and Multi-Site RTM client on this CIC 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
CIC Server.

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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 the Multi-Site Technical Reference in the PureConnect Documentation
Library.

Multi-Site ID

Enter the unique numeric identifier for this CIC Server. Each CIC Server should have a unique Site ID.

Password

Enter the Multi-Site password for this CIC 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 CIC Server currently being configured.

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

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.)

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

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.

Certificate Signing Options

CIC servers require certificates and private keys for secure communications with remote subsystems such as ASR servers and Web
servers.
CIC servers in multiple CIC server environments, for example, a Switchover pair, require identical certificates and private keys to
connect to remote subsystems. Depending on this CIC server's role in your CIC server environment, you can complete this process
on each CIC server.
This section explains how to configure certificate signing options when you run IC Setup Assistant as part of a new or update
installation. For more information, see Setup Assistant Help. This section covers:
Certificate Signing Option Screen
Generated Certificates and Private keys
Create Signing Requests and Import Third-Party Signed Certificate

Certificate Signing Option Screen

In the Certificate Signing Option screen, you select the certificate signing option to use.
The following illustration shows how the Certificate Signing Option screen appears the first time you run IC Setup Assistant.

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The following illustration shows how the Certificate Signing Option screen appears when you rerun IC Setup Assistant.

Use Existing certificates and private keys. Do not create or import new certificates or private keys

Select this option if you prefer to leave the current certificate structure as is. This selection bypasses any further setup for
certificates and continues with the next step in IC Setup Assistant.
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Sign intermediate and child certificates with the Certificate Authority installed on your IC server

Select this option to use the generated certificates and private keys signed by CIC. This certificate signing option uses the Server
Group Certificate and Private Key screen and the Server Group Certificate and Private Key Locations screen.

Create Certificate Signing Requests to be signed by an external Certificate Authority and imported into your IC
server

Select this option to use certificates signed by a third-party certificate authority. This option uses the Certificate Signing
Requests window to select the certificate use type for which to create a certificate signing request. After you receive the signed
certificate from the certificate authority, re-run IC Setup Assistant and select this option again to import the signed certificate and
private key.

Do not allow the Certificate Authority installed on your IC server to sign certificates

Note : This option appears when you rerun IC Setup Assistant. This option does allow the Certificate Authority installed on your
IC server to sign certificates.
Select this option to use a single server certificate for all certificate use types. Selecting this option automatically selects the
Create Certificate Signing Requests to be signed by an external Certificate Authority and imported into your IC
server option. If you select this option, the Certificate Signing Requests dialog contains a single certificate use type.
Note : Before you use a single server certificate for all certificate use types, consider that if the single certificate becomes
compromised for one certificate use type, the other certificate use types cannot use the certificate.
Clear this option to use a separate server certificate for each certificate use type. If you clear this option, the Certificate Signing
Requests dialog contains all the certificate use types.

Encrypt the certificates and private keys with a master key stored in the Windows Certificate Store

This option appears selected if you used Select Master Key to import a certificate and private key to use as a master key. You
can clear this option if you no longer want to use a certificate and private key to encrypt the certificate folder.
Important : This option disables further certificate generation on this machine until you re-run IC Setup Assistant and remove
the check mark to clear this option.

Select Master Key

Select this button to indicate the master certificate and private key to use to encrypt the certificate folder. The Windows Certificate
Store stores the master certificate. You can use Select Master Key with all three certificate signing options. Click Select
Master Key and the Import or Select Signed Certificate dialog appears. From the Import or Select Signed Certificate
dialog you can:
Import the master certificate and private key. Select Import and complete the information in the Import Certificate dialog.
Select the master certificate and private key from the Windows Certificate Store. Click Select and complete the information in
the Select Certificate From Windows Certificate Store dialog.
After you use the Import or Select Signed Certificate dialog to import the master certificate and private key, the Encrypt the
certificates and private keys with a master key stored in the Windows Certificate Store option appears selected.

Generated Certificates and Private keys

This certificate signing option uses the Server Group Certificate and Private Key screen and the Server Group Certificate
and Private Key Locations screen.
This section includes:
Server Group Certificate and Private Key Screen
Server Group Certificate and Private Key Locations

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Server Group Certificate and Private Key Screen

In this screen, you select the appropriate certificate management options for your CIC server environment. As an example, this
section explains the selections to make for the initial active and backup servers in a Switchover pair .
This section includes:
Initial active server configuration using certificate generated by CIC
Initial backup server configuration using certificate generated by CIC

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Initial active server configuration using certificate generated by CIC
Select the first option if this CIC 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.

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.

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Initial backup server configuration using certificate generated by CIC
Select the second option if this CIC 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 the CIC Automated Switchover
System Technical Reference in the PureConnect Documentation Library.

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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 .
This section includes: Initial backup server configuration copying the Server Group certificate and private key files

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Initial backup server configuration copying the Server Group certificate and private key files
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\ServerGroup 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\ServerGroup 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.
6. Click the Import Certificates button in the Server Group Certificate and Private Key Locations screen.
7. The Import Certificate screen appears.

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

Create Signing Requests and Import Third-Party Signed Certificate

Select the Create Certificate Signing Requests to be signed by an external Certificate Authority and imported into
your IC server option to use certificates signed by a third-party certificate authority. This option uses the Certificate Signing
Requests window to select the certificate use type for which to create a certificate signing request.
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The first time you run IC Setup Assistant:
If you do not plan to use a single certificate for all certificate uses, use the Certificate Signing Requests dialog to create a
certificate signing request for all the certificate use types.
If you do plan to use a single certificate for all certificate uses, then use the Certificate Signing Requests dialog to create a
certificate signing request for the Server Group certificate use type or select a signed certificate from the Windows Certificate
Store for the Server Group certificate use type.
Creating a certificate signing request creates a certificate signing request file and a private key. Send the certificate signing request
file to a certificate authority. Keep the private key to use when you import the signed certificate you receive from the certificate
authority.
Note : Do not send the private key to the certificate authority. Do not copy the private key unless you create a secure copy.
When you receive the signed certificate from the certificate authority, re-run IC Setup Assistant and use the Certificate Signing
Requests dialog to import the signed certificate and private key. When you rerun IC Setup Assistant:
If you selected Do not allow the Certificate Authority installed on your IC server to sign certificates to use a single
certificate for all certificate uses, then you import a signed certificate for all the certificate use types.
If you did not select Do not allow the Certificate Authority installed on your IC server to sign certificates to use a
single certificate for all certificate uses, then you import a signed certificate for the Server Group certificate use type.
CIC servers in multiple CIC server environments, for example, a Switchover pair, require identical certificates and private keys to
connect to remote subsystems. Depending on this CIC server's role in your CIC server environment, you can complete this process
on each CIC server.

Create a certificate signing request

I mportant : If you plan to use a single certificate for all certificate uses, you must create a certificate signing request for the
Server Group certificate use type. If you do not plan to use a single certificate for all certificate uses, you must create a
certificate signing request for all the certificate use types.
1. From the Certificate Signing Option dialog, select Create Certificate Signing Requests to be signed by an external
Certificate Authority and imported into your IC server.
2. Select Next . The Certificate Signing Requests dialog appears.
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 3. Select the Edit button next to a certificate use type to create a certificate signing request for that certificate use type. The
Import or Select Signed Certificate dialog appears.
4. Click Create under Certificate Signing Request . IC Setup Assistant displays a message to indicate that you successfully
created the request.
5. Click OK . The Import or Select Signed Certificate dialog appears. The File Path field indicates the directory for the
certificate signing request file and the private key.
Note : Make note of the directory for the certificate signing request file and private key. You want to access this directory to
find the file to send to the certificate authority. You also want to access this directory to specify the private key to import.
6. Click OK . The Certificate Signing Requests dialog appears. A check mark appears next to the certificate use type for which
you just created a certificate signing request.
7. Repeat this procedure to create additional certificate signing requests for other certificate use types as needed.
Note : After you create the certificate signing requests, send the certificate signing request file or files to your certificate authority.
Do not send the private key to the certificate authority. Do not copy the private key unless you create a secure copy. When you
receive the signed certificate back from the certificate authority, re-run IC Setup Assistant and import the signed certificate and
private key.

Import a signed certificate and private key

W hen you receive the signed certificate back from the certificate authority, re-run IC Setup Assistant and import the signed
certificate and private key.
1. From the Certificate Signing Option dialog, select Create Certificate Signing Requests to be signed by an external
Certificate Authority and imported into your IC server .
2. (Optional) Select Do not allow the Certificate Authority installed on your IC server to sign certificates . Select this
option to use a single server certificate for all uses.
3. Select Next . The Certificate Signing Requests dialog appears.

Note : If you selected Do not allow the Certificate Authority installed on your IC server to sign certificates , IC
Setup Assistant displays a message to determine whether you want to continue.
4. Select the Edit button next to a certificate use type to import a signed certificate and private key for that certificate use type.
The Import or Select Signed Certificate dialog appears.
5. Click Import under Import Signed Certificate And Private Key to import the certificate file and private key. The Import
Certificate dialog appears.
6. Complete the information in the Import Certificate dialog and click OK . The Import or Select Signed Certificate dialog
appears. The Certificate File Path field and Private Key File Path field indicate the location from which you imported.
7. Click Import under Import Signed Certificate And Private Key to import the trusted certificate. You can select Import to
import a trusted certificate if you selected Local Subsystems Server , Local Subsystems Client , Remote Subsystem
Client , or HTTPS certificate use types in the Certificate Signing Requests dialog.
8. Indicate the file path for the trusted certificate. The Import or Select Signed Certificate dialog appears. The Trusted
Certificate File Path field indicates the location from which you imported.
9. Enter the name of the server in the Remote Subsystem Server field. You can access the Remote Subsystem Server field
if you selected the Remote Subsystem Client certificate use type in the Certificate Signing Requests dialog.
10. Click OK in the Import or Select Signed Certificate dialog. The Certificate Signing Requests dialog appears. A check
mark appears next to the certificate use type for which you just completed.
11. Repeat this procedure for each certificate use type in the Certificate Signing Requests dialog.

Select a Signed Certificate from the Windows Certificate Store

1. From the Certificate Signing Option dialog, select Create Certificate Signing Requests to be signed by an external
Certificate Authority and imported into your IC server .
2. Select Do not allow the Certificate Authority installed on your IC server to sign certificates .
3. Select Next . IC Setup Assistant displays a message to determine whether you want to continue.
4. Select Yes . The Certificate Signing Requests dialog appears.
5. Select the Edit button next to the Server Group certificate use type. The Import or Select Signed Certificate dialog
appears.
6. Click Select under Select From Windows Certificate Store . The Select Certificate From Windows Certificate Store
dialog appears.
7. Indicate local machine or current user, select a certificate store, and then click Select .

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 8. Click OK to confirm the certificate. The Select Certificate From Windows Certificate Store dialog appears with the
certificate subject in the Certificate field.
9. Click OK . The Import or Select Signed Certificate dialog appears with the certificate subject in the Certificate field.
10. Click OK . The Certificate Signing Requests dialog appears. A check mark appears next to the Server Group certificate use
type.

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Interaction Recorder compressed files location
This screen appears if IC Setup Assistant detects that Interaction Recorder is included in the license.

Configure Interaction Recorder

Select this option to configure Interaction Recorder.

You can choose to skip the Interaction Recorder configuration in Setup Assistant and instead perform the configuration post-
installation, in the Interaction Recorder Policy Editor in Interaction Administrator. For more information, see the Interaction
Recorder Technical Reference.
Warning: If you donot perform the Interaction Recorder configuration in either IC Setup Assistant or Interaction Administrator,
Interaction Recorder may not function properly.

Default Recording Storage Location

The Default Recording Storage Location is the default location where compressed and recordings are stored for Interaction
Recorder.
We highly recommend that this 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 CIC servers generating recordings. In these cases, this directory must be on a non-IC Server machine to
reduce potential performance and reliability problems with the CIC 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 CIC servers with Interaction Recorder enabled that will be
storing recordings and accessing recordings in this location. The share for the UNC path should provide both read and write
permissions to the CIC administrator account. If the site is using Recorder Remote Content Servers, then a local path can be
used to cause the recordings to be stored on the Recorder Remote Content Server itself.

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 CIC is launched.

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Speech Recognition
This screen appears if IC Setup Assistant detects that Speech Recognition is included in the license.
This selection you make on this screen only enables the selected speech recognition engines on the CIC server. In order to use
speech recognition, the ASR server(s) must also be installed and configured to communicate with the CIC server. If you have not
already installed and configured the ASR server(s), you can do so after IC Setup Assistant has completed.

Select the speech recognition engine(s) that your site uses:

Loquendo Automatic Speech Recognition (ASR)
Nuance Recognizer
MRCP
Interaction Speech Recognition

Notes :
Support for MRCP ASR was added in CIC 4.0 SU 3.

Interaction Speech Recognition (ASR support on Interaction Media Server) was added in CIC 4.0 SU 4. For more information,
see the Interaction Speech Recognition Technical Reference in the PureConnect Documentation Library.

For requirements and installation procedures for the other supported speech recognition engines, see the ASR Technical
Reference in the PureConnect 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 CIC server.
Notes
Make sure you have fulfilled requirements for each mail provider you select. For instructions, see "Mail System".

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 IC Setup Assistant may prevent you from selecting a mail provider if the email client is not installed on the CIC server. You
must fulfill that requirement before continuing.
You can make additions and/or changes to your mail configuration after IC Setup Assistant completes in the Interaction
Administrator Mail container.

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 is a messaging option that provides storing and tracking capabilities for voicemail and fax messages
without connection to an email system.
Interaction Message Store stores voicemail and faxes as files on the CIC 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. CIC users can access voicemail messages from Interaction Desktop or the telephone user interface (TUI). Fax
messages can be viewed from Interaction Desktop or forwarded to another fax number.
For more information, see the Interaction Message Store Technical Reference in the PureConnect Documentation Library.

Microsoft Exchange Server

Select Microsoft Exchange Server to use Microsoft Exchange Web Services-based integration.
If you select this mail provider, make additional Exchange configuration selections in the Mail Provider Summary screen.
For requirements and additional information, see"Mail System".

IBM Domino Notes Server

If you select this mail provider, IC Setup Assistant prompts you for the CIC administrator's IBM Domino password.
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For requirements and additional information, see "Mail System".

Novell GroupWise Server

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:
"Mail System".
The Novell GroupWise Support for CIC Technical Reference in the PureConnect Documentation Library. This document steps
you through all aspects of configuring CIC for Novell GroupWise.
You can configure CIC 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.

Gmail

Starting with CIC 2015 R2, the integration of CIC with Gmail:
Supports OAuth 2.0.
Cannot be selected in IC Setup Assistant. You must configure CIC for Gmail post-installation in the Interaction Administrator
Mail container.
Is a separate selection in the Interaction Administrator Mail Provider, no longer configured via SMTP/IMAP services.
For requirements and configuration information see:
"Mail System".
The Gmail Integration Technical Reference in the PureConnect Documentation Library. This document steps you through all
aspects of configuring CIC for Gmail.

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
When 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 "Mail System".

Mail provider summary

After you have selected mail providers and clicked Nex t in the Select Mail Providers screen, a progress bar appears showing
that IC Setup Assistant is gathering mail provider information.

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.

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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 CIC server, if that is a requirement.

Exchange Properties

Select the Exchange properties button to access the Exchange Configuration screen to configure Exchange Web Services
(EWS). EWS is initially enabled by default. Disable Exchange MAPI because it is no longer supported.
See "Configure CIC for Exchange Web Services" in "Mail System" for instructions on filling out the Exchange Configuration
screen.

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 CIC will use to search for a user's mailbox.
If you selected Microsoft Exchange Server as the mail provider, Exchange Web services EWS is initially enabled by default.
Disable Exchange MAPI because it is no longer supported.
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

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The SMTP transport handles the delivery of mail. This column shows the default order of mail provider transport vehicles that CIC
will use to search for a user's mailbox.
If you selected Microsoft Exchange Server as the mail provider, Exchange Web services EWS is initially enabled by default.
Disable Exchange MAPI because it is no longer supported.
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.

Log Retrieval Assistant mailbox configuration

This screen appears if your CIC system has a 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 Genesys and certified partners to configure
logging and retrieve logs from CIC servers at specific times.
Log Retrieval Assistant is installed automatically during the CIC server install. For more information, see the Log Retrieval
Assistant Customer Site Technical Reference in the PureConnect Documentation Library.

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 email 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].
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SIP Lines and Default Registration Group
IC Setup Assistant automatically creates three permanent internal SIP lines for station-to-station calls - <Stations-UDP> (default),
<Stations-TCP>, and <Stations-TLS>. (SIP lines for outbound calls must be configured manually in the Interaction Administrator
Lines container.)
IC Setup Assistant also creates two permanent default registration groups (one for the <Stations-UDP> line and one for the
<Stations-TLS> line), necessary for creating managed IP phones and associated SIP stations.

Note:
In CIC 4.0 SU 1, the default transport protocol was changed from TCP to UDP due to support issues such as problems with TCP
offloading and large sites impacted by the OS limit of 4000 TCP connections.

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-UDP>.
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.
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-UDP>, <Station-TCP>,
and <Stations-TLS>. Setup Assistant does not allow any modifications to these lines; any modifications must be made in
Interaction Administrator.

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<Stations-UDP>

The <Stations-UDP> line is the default transport protocol. Nearly all IP phones support UDP.
IC Setup Assistant automatically sets the <Stations-UDP> line port number to 8060.
IC Setup Assistant sets the <Stations-UDP> line as the default line for a number of SIP stations and managed IP phone settings.

<Stations-TCP>

The TCP station line is available if needed. Most new IP phones support TCP.
IC Setup Assistant automatically sets the <Stations-TCP> line port number to 8060.

<Stations-TLS>

The <Stations-TLS> line is available if your CIC license includes the Advanced Security feature.
IC Setup Assistant automatically sets the <Stations-TLS> line port number to 8061.
Note:
For non-switchover implementations, TLS lines use the <Default Line Certificate> instead of the domain certification.

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.

DNS SRV Domain Name

Enter the domain name used to formulate SIP-URLs for CIC users and phone numbers. This domain name will be automatically
appended to all REGISTER requests sent by CIC.
Note:
Use the DNS SRV domain name, not the computer's domain name.

This value is used in the "From" header in outbound SIP calls.

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. (Managed IP phones and associated SIP stations are
created post-installation. See "Post-Installation Configuration".)
The registration group controls who the phone registers and communicates with. Each registration group consists of an ordered
list of registrations. Each registration points to a line, is specified manually, or is obtained from a SIP proxy or DNS SRV. 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-UDP> line
<Default Secure Registration Group> for the <Stations-TLS> line
Depending on your implementation, it may be necessary to modify the registration group configuration post-installation. For more
information, see the CIC Managed IP Phones Administrator's Guide in the PureConnect Documentation Library.

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Configure stations
The Configure Stations screen enables you to create multiple SIP stations for non-managed IP phones and/or standalone
fax machines using Add Stations Assistant . Non-managed IP phones include:
Analog stations connected via SIP FXS gateways.
SIP handsets from vendors that are not included in PureConnect's managed IP phone implementation.

Important: If you plan to implement managed IP phones

Click Next to skip this step and proceed with IC Setup Assistant. You will create managed IP phones and associated SIP stations
using Managed IP Phones Assistant post-installation in Interaction Administrator.
For more information, see "Post-Installation Configuration" and the CIC Managed IP Phones Administrator's Guide in the
PureConnect Documentation Library.

If you plan to implement non-managed IP phones and/or standalone-alone fax stations

You can create multiple SIP stations for non-managed IP phones and/or stand -alone fax machines now in IC Setup Assistant or
post-installation in Interaction Administrator using CSV SIP Station List as described in "Prepare for IC Setup Assistant" in this
section.
To create them now, click the Configure Stations button to open the Add Stations Assistant. Click Help (?) for instructions.
To create them post-installation, click Next to skip this step and proceed with IC Setup Assistant. See "Post-Installation
Configuration".

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Create CIC user accounts
In the Create IC User Accounts screen, you can choose to create users now in IC Setup Assistant or post-installation in
Interaction Administrator.

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 CIC server as described in "Prepare for IC Setup Assistant" in this section.
If you select this option, an additional screen appears. For more information, click Help (? )

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 CIC user
accounts, importing users from mail server distribution lists and Windows users. If you choose to create users now, you have the
opportunity to configure related stations, workgroups, and roles in 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.

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Configure CIC user accounts
This screen appears if you selected to create users with Add Users Assistant or import them from a CSV file.

Every person that plans to run Interaction Desktop or plans to have a unique user extension must have a CIC user account. Each
CIC user account has several user values such as user extension, password, and email 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 .

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Add Users Assistant

The Add Users Assistant guides you through the creation of multiple CIC 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 CIC user
accounts imported from mail servers or Windows users. When the Add Users Assistant completes, a User Worksheet appears
populated with the user account entries you created. For instructions, click Help (?) .
Note : After IC Setup Assistant completes, you can create and modify users in Interaction Administrator with the Add Users
Assistant and User Worksheet. For more information, see Interaction Administrator online help.

Configure CIC user accounts (showing created users)

If you created users with Add Users Assistant , the Configure the IC User Account screen shows the created users.

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Configure CIC 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 CIC 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 Operato r 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 Help.

Click Configure Workgroups to add new workgroups or modify existing workgroups.

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Manage workgroups
Create a new workgroup or modify an existing workgroup by specifying its extension, alerting option, and workgroup membership

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.

Members

Click the Members tab to add users to a selected workgroup.

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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 CIC 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, 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 Help.

Click Configure Roles to create new roles or modify existing roles.

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Manage Roles
Create a new role or modify an existing role by specifying its membership.
IC Setup Assistant assigns users to roles only. You can assign workgroups to roles in Interaction Administrator.

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.

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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.
Note: When IC Setup Assistant completes, the auto-attendant menu is operational on the CIC 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 Help.
In this screen, configure the default hours of operation.

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.

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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 Help.

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.

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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.

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.
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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

In order for the CIC 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 CIC users. An example of a CIC server DCOM process is the IC
Authentication Service. If the DCOM permissions are not set correctly, CIC client authentication will fail and users must enter their
CIC user and password when they log in to the CIC client, for example, Interaction Desktop.

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 should be used only in small environments that do not have the option to
perform NT Authentication.

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
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permissions based on Active Directory groupings. This option adds 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.

Groups

You may have already created the group(s) as a pre-installation procedure described in "CIC server". 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 CIC server based on these selections.

Warning : Once the Commit process begins, do not attempt to process or reboot the server until the process is complete.

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Saving configuration
Once the selections are committed, IC Setup Assistant begins saving the configuration.

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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.

You must reboot to complete the CIC server configuration. The default setting is Yes, I want to restart my computer now .
Click Finish to restart and start CIC Services.
Once CIC Services starts:
Log on and check the Application Event Log in Computer Management->System Tools->Event Viewer to check for any error
logs.
For a Switchover pair, if this CIC 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 CIC server that is the initial active server. Store the USB key containing
the \Certificates directory in a safe location for backup purposes.

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Re-run IC Setup Assistant
After the initial run of IC Setup Assistant for a new CIC server installation, you can re-run IC Setup Assistant to accomplish certain
tasks not available in Interaction Administrator or anywhere else in CIC.
Access IC Setup Assistant from the IC Server desktop by selecting Start->Programs->PureConnect->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.

Note : Re-running IC Setup Assistant does not repair or reset the CIC server in the event of problems or corruption (called a
"refresh install"). For instructions on performing a refresh installation, see "CIC server Installation".

This section includes:

What you can change
What you can't change

What you can change

You can make the following changes when you re-run IC Setup Assistant.

Identity

The Identity re-run task resets the administrator account used to launch CIC services and DCOM processes.
If the currently logged-in administrator account is different than the one previously used to configure the CIC server (for
example, if the site was moved), click Proceed to confirm the administrator account and password. CIC services and DCOM
processes on other servers will be re-registered for this administrator account.
If you wish to change the administrator account used to configure the CIC server, click Close to exit IC Setup Assistant. Log in
with the appropriate account, restart IC Setup Assistant, and select the Identity re-run task. Click Proceed to confirm the
administrator account and password. CIC services and DCOM processes on other servers will be re-registered for this
administrator account.
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 Changing administrator account settings with the Identity re-run task may affect mail connector configurations, such as
Exchange profiles. Make sure to verify these configurations following any administrator account changes. For Switchover
environments, verify the mail connector configurations for both servers.

Note:
The Identity re-run task does not update the existing CIC master admin accounts in Interaction Administrator or associate
them with the currently logged-in administrator account. To do this, you must launch Interaction Administrator and ensure that
the master admin accounts are associated with the currently logged-in Windows domain user account on the User
configuration page.

Options

Add or modify one or more of these optional components.

Multi-Site
Switchover
TFTP Server
Director Monitored Server

Dial Plan

Configure a new dial plan that replaces the current dial plan defined on the CIC 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. If the CIC server is part of a Switchover pair, the DS references are modified appropriately.
You can choose to change the site name. IC Setup Assistant will rename the DS Site.
If the CIC 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 CIC 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 CIC Database Configuration program required
for Reporting, Interaction Recorder, Interaction Tracker, and Interaction Optimizer.
SQL Server or Oracle Service name and administrator account information
CIC database name or CIC database schema
CIC 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

DCOM

If you wish, you can set the DCOM security permissions to a more restrictive level than those set in the initial installation.

Certificates

In Select a Certificate Management Option , you can choose to manage server group certificates or manage certificate digests.
Manage server group certificates - Select Manage server group certificates to indicate your certificate signing option.
Manage certificate digests - Starting with CIC 2016 R4, CIC can generate certificates using the 256-bit version of the SHA-2
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signature digest. SHA-256 is more collision-resistant than SHA-1, which makes it harder for attackers to forge a certificate that has
a SHA-256 signature digest. CIC continues to use SHA-1 by default, however, new and upgrade 2016 R4 or later installations can
choose to use SHA-256. For more information, see the CIC Security Features Technical Reference in the PureConnect
Documentation Library.
Select Manage certificate digests to change the signature digest algorithm to sign the certificates in your IC system. In
Certificate Digests , select SHA-256 or SHA-1.

What you can't change

Additions or changes to the following configurations must be made in Interaction Administrator:
Site information (Interaction Tracker)
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 installation, the CIC server install creates the \I3\IC directory, and IC Setup Assistant creates some additional
subdirectories when it starts certain CIC 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.
This section includes: \I3\IC directory paths and shares table

\I3\IC directory paths and shares table

The following table summarizes the directories and shares in the \I3\IC directory.
Note:
Drives are not indicated because the CIC server install enables the installer to select the destination drive for the CIC 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 CIC and system administrators
B = Read/Write Access for non-administrator client users, Full Access for CIC and system administrators
C = Not shared for non-administrator client users, Full Access for CIC and system administrators

Directory Share Permission

\I3\IC\Certificates C
\I3\IC\Certificates\Client C
\I3\IC\Certificates\Email C

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\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\40Handlers C
\I3\IC\Handlers\Custom C
\I3\IC\HostTools C
\I3\IC\ININ SNMP

\I3\IC\ININ Trace Initialization C

\I3\IC\Install C
\I3\IC\Install\BusinessManagerApps IC_BusinessManagerApps A
\I3\IC\Install\ExtermalInstalls IC_WorkstationPreReqs A
\I3\IC\Install\IC Web Service Chat Files IC_WebServicesChat
\I3\IC\Install\IceLibSDK IC_IceLibSDK A
\I3\IC\Install\IUpdate_Client IC_IUpdate A
\I3\IC\Install\ServerManagerApps IC_ServerManagerApps A
\I3\IC\Install\UserApps_32bit IC_UserApps_32bit A
\I3\IC\Install\UserApps_64bit IC_UserApps_64bit A
\I3\IC\InteractiveUpdate C
\I3\IC\InteractiveUpdate\config C
\I3\IC\InteractiveUpdate\Web C
\I3\IC\InteractiveUpdate\Web\bin C
\I3\IC\InteractiveUpdate\Web\images C
\I3\IC\Logs Logs A
\I3\IC\Logs\year-month-day C
\I3\IC\Logs\WER C
\I3\IC\Mail C
\I3\IC\Mail\Interactions C
\I3\IC\Mail\NoRetry C
\I3\IC\Mail\Outbox C
\I3\IC\Mail\Processing C

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\I3\IC\Mail\Retry C
\I3\IC\Mail\Scheduled C
\I3\IC\Mail\Work C
\I3\IC\Manifest C
\I3\IC\PMQ C
\I3\IC\Provision C
\I3\IC\Provision\Polycom C
\I3\IC\Provision\overrides C
\I3\IC\Recordings C
\I3\IC\Resources Resources A
\I3\IC\Resources\AlertServerData C
\I3\IC\Resources\CoverPages C
\I3\IC\Resources\i3ca C
\I3\IC\Resources\i3ca\<LanguageID> C
\I3\IC\Resources\Interaction AttendantFaxes AttendantFaxes A
\I3\IC\Resources\Interaction AttendantWaves AttendantWaves A
\I3\IC\Resources\SurveyPrompts C
\I3\IC\Resources\TUIDefault C
\I3\IC\Server C
\I3\IC\Server\filemanager C
\I3\IC\Server\Work C
\I3\IC\Server\Config C
\I3\IC\Server\Handlers C
\I3\IC\Server\Resources Resources A
\I3\IC\Server\SoundPointIPLocalization\Chinese_China C
\I3\IC\Server\SoundPointIPLocalization\Danish_Denmark C
\I3\IC\Server\SoundPointIPLocalization\Dutch_Netherlands C
\I3\IC\Server\SoundPointIPLocalization\English_Canada C
\I3\IC\Server\SoundPointIPLocalization\English_United_Kingdom C
\I3\IC\Server\SoundPointIPLocalization\English_United_States C
\I3\IC\Server\SoundPointIPLocalization\French_France C
\I3\IC\Server\SoundPointIPLocalization\German_Germany C
\I3\IC\Server\SoundPointIPLocalization\Italian_Italy C
\I3\IC\Server\SoundPointIPLocalization\Japanese_Japan C
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\I3\IC\Server\SoundPointIPLocalization\Korean_Korea C
\I3\IC\Server\SoundPointIPLocalization\Norwegian_Norway C

\I3\IC\Server\SoundPointIPLocalization\Polish_Poland C
\I3\IC\Server\SoundPointIPLocalization\Portuguese_Portugal C
\I3\IC\Server\SoundPointIPLocalization\Russian_Russia C
\I3\IC\Server\SoundPointIPLocalization\Slovenian_Slovenia C
\I3\IC\Server\SoundPointIPLocalization\Spanish_Spain C
\I3\IC\Server\SoundPointIPLocalization\Swedish_Sweden C
\I3\IC\Server\LRA C
\I3\IC\Server\LRA\Requests C
\I3\IC\Server\Dictionaries C
\I3\IC\Server\Firmware C
\I3\IC\Server\Firmware\ININ C
\I3\IC\Server\Firmware\Polycom C
\I3\IC\Server\HandlerDiff C
\I3\IC\Server\HandlerDiff\XSLFiles C
\I3\IC\Server\BlackIceResources C
\I3\IC\Server\Lib C
\I3\IC\Server\Modules C
\I3\IC\Server\Modules\Addressing C
\I3\IC\Server\Modules\Logging C
\I3\IC\Server\Reports IC_Reports A
\I3\IC\Server\Reports\Oracle C
\I3\IC\Server\Reports\SQL C
\I3\IC\Server\I3RxDocs C
\I3\IC\Server\I3RxDocs\Users C
\I3\IC\Server\I3Tables C
\I3\IC\Server\DSImportParameters C
\I3\IC\Server\LRA C
\I3\IC\Server\LRA\Requests C
\I3\IC\TFTPRoot C
\I3\IC\Work C

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Post-Installation Configuration
After the CIC server installation (including IC Setup Assistant) is completed and you have configured at least one
Interaction Media Server , perform basic post-installation tasks in Interaction Administrator and test for basic functionality. The
CIC 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.
Some tasks, such as configuring SIP lines and creating managed IP phones, must be configured in Interaction Administrator post-
installation. Other, such as users, workgroups, roles, and dial plan you may have already configured in IC Setup Assistant. In that
case, you simply need to verify these configurations.
This section includes:
Interaction Administrator
Master Administrator configuration
Create a unique Site ID
Configure SIP lines
Create Line Groups
Create managed IP phones and associated SIP stations
Verify or create non-managed SIP stations
Verify or create users
Allocate Access licenses
Verify or create workgroups
Verify or create roles
Verify or create the dial plan
Enable Switchover replication for mail interactions
Complete additional mail provider configuration
Install IC User Applications on client workstations
Test system for basic functionality
Client Workstation Installations

Interaction Administrator
Interaction Administrator is an administration application installed with the CIC software. It is a graphical console that is used to
create, configure, customize, and maintain various aspects of the PureConnect 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 CIC
server. Note the containers in the left panel.
For a description of the Interaction Administrator containers, see Interaction Administrator help.

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Master Administrator configuration
The user that runs Setup Assistant is the CIC Admin user. This user is assigned to the Administrator role, which includes Master
Administrator privileges. You should verify the permissions for this user, set up a mailbox, and assign full CIC client privileges. In
addition, the CIC Admin user must have an extension and password configured before phones can be provisioned or Media Servers
can be managed.
Anyone with master administrator rights can view and change everything in Interaction Administrator, and assign or remove all
levels of administrator rights for any other CIC account, including others with master administrator rights. All property pages
(especially Admin Access and Access Control) for the Default User, User, Workgroup, and Role containers are visible to master
administrators. This is not the case for other accounts without master administrator rights.
Master administrators can grant individual users a range of administration rights, which enable them to manage other CIC
configuration resources. These rights can be very minimal, such as a user allowed to run Interaction Administrator to change only
their own user and station configuration, or perhaps the user and station configurations for the members of a Workgroup. In
contrast, a master administrator can grant another user rights to create, modify, or delete any other CIC configuration resource in
Interaction Administrator, including giving other users a subset of their own administration rights. Master administrators also
control the appearance of the Access Control and Admin Access property pages for select users (other users do not have the
option to control these pages).
This section includes:
Authorized Master Administrator Network Accounts
Verify Master Administrator permissions and rights
Ensure the Master Administrator has been assigned Full CIC Client Privileges
Set up an extension and password for the CIC Administrator User
Set up a Master Administrator Mailbox

Authorized Master Administrator Network Accounts

When CIC is first installed, only the designated CIC Administrator account and the account used to run the CIC server install have
master administrator rights in Interaction Administrator. The CIC administrator account is specified during the CIC server
installation. When you are logged in to the network as either the CIC Administrator or with the account used to run the CIC server
Setup program (typically, the network system administrator account), you have Master Administrator rights when you start
Interaction Administrator. All other users who start Interaction Administrator will not see the configuration containers in the left
window pane unless they are given rights to view and or modify specific configuration entries.
For more information on Master Administrator accounts, see Interaction Administrator help.

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Verify Master Administrator permissions and rights
Before configuring users, you should consider the rights and permissions they require. In Interaction Administrator, you can
configure objects for Users, Roles, Workgroups, and the Default user. The Security tab allows administrators to assign attributes
that define the rights and accessibility that users have.
The Master Administrator has full rights over all aspects of Interaction Administrator. Anyone with Master Administrator rights can
view and modify everything in Interaction Administrator, and can assign or remove all levels of administrator rights for any other
Customer Interaction Center user account, including others with Master Administrator rights. The Master Administrator check box
can be considered the "Select All" for permissions within the Security tab.

To confirm the CIC Administrator account has master administrator permissions and rights
Open Interaction Administrator , expand the People node, click Users , and double-click the CIC Administrator account. The
User Configuration screen opens for the administrator. On the Security tab, ensure the Master Administrator check box is
selected.

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Ensure the Master Administrator has been assigned Full CIC Client Privileges
To confirm the CIC Administrator account has master administrator permissions and rights, open Interaction Administrator ,
expand the People node, click Users , and double-click the CIC Administrator account. The User Configuration screen opens for
the administrator. Click the Security Rights button. The Security Rights screen opens. Ensure the Category drop down list is set
to <All> , specifying the Master Administrator has rights for all options.

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Set up an extension and password for the CIC Administrator User
In the Master Administrator's User Configuration screen, click the Configuration tab.

Set up a CIC Administrator User Extension

In the Extension field, type a unique (logical) extension number associated with this user. When this user logs on to the network at
any CIC client workstation, the CIC system detects that user's presence (by his or her extension) and routes calls to the
workstation where the user logged on. If the user is logged on to more than one workstation at the same time, all connected
workstations ring when a call is received for that user, regardless of the workstation's extension number.
Notes: Be sure the user extension numbers do not begin with a number that conflicts with a workgroup extension or other valid
queue extension. Extension numbers can be from two to six digits but should avoid the following numbers (in North America):
1800, 1900, 1411, and 1911.

Set up a CIC Administrator User Password

In the Password field, type a password of any length or any characters (upper and lower case are significant); it is initially displayed
as one or more "*" characters. The next time you open the User configuration, the Password and Confirm Password fields will
display 16 ‘*' characters, regardless of the length of the password you entered, as an added security measure. Keep in mind that
remote callers may have to enter this password from a phone key pad. This password is required for some CIC operations, such as
remote voicemail retrieval, remote CIC client connections, and Forced Authorization Codes. It is not required for local CIC client
use.
In the Confirm Password field, retype the password exactly as you did in the Password box.

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Set up a Master Administrator Mailbox
In the Master Administrator's User Configuration screen, click the Configuration tab. If you are using unified messaging (such as
Microsoft Exchange), select an email account to receive voicemail, faxes, and email sent to this user. If a user does not have an
email account, he or she will not receive voicemail. User names and addresses must contain only valid (alpha-numerical)
characters.

The button displays the Mailboxes page that lets you unambiguously specify the mailbox for this user. If this user does not have
or require an email account, leave the field blank.
Notes: If you chose Interaction Message Store to store and track user voicemails and faxes, you cannot change the Mailbox
User address on this page. When Interaction Message Store is enabled, the name displayed is from information on the Mailbox
Info tabbed page. To change Mailbox User information for Interaction Message Store, click the Mailbox Info tab.

Create a unique Site ID

By default, IC Setup Assistant sets the Site ID to 1. If your organization has plans to migrate CIC 2.4 or 3.0 data to CIC 2015 R1 or
later, the CIC 2015 R1 or later Server must have a unique Site ID, different from any of the existing CIC 2.4 or 3.0 Servers. This is a
critical step to avoid duplicate CallIDkey values from being created on the CIC 2015 R1 or later and CIC 2.4 or 3.0 Servers. To
change the Site ID, open Interaction Administrator , expand the Collective node, and click Home Site . Double-click the
Configuration screen to open the Home Site Configuration screen. In the Home Site Configuration tab , change the Site
Identifier to a unique number that is unique among all CIC servers in your organization.
Note: We highly recommend doing this immediately after completing IC Setup Assistant. This ensures no records will be
created in your database that might conflict with data imported from your existing historical data. If you created users in the
process of running Setup Assistant, the home site of those users will be updated. All new users created, or imported as part of
the CIC 2015 R1 or later migration process will have the new site ID value.

Configure SIP lines

Basic functionality in a SIP implementation requires two types of SIP lines:
SIP lines for station-to-to station calls - Communication between managed IP phones and the CIC server. Created when Setup
Assistant is run as part of the initial CIC installation.
SIP line for outbound calls – Single line to a voice gateway, for calls made from a phone on the CIC network to a phone outside
the CIC environment. Created post-installation in the Interaction Administrator Lines container.
In this section:
SIP lines for internal station-to-station calls
Create SIP line for outbound calls
Create additional SIP lines
Changes to SIP Line Configuration

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SIP lines for internal station-to-station calls
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-UDP>,
<Stations-TLS>, and <Stations-TCP>.
A default registration group for managed IP phones that controls how CIC communicates with the phones. The registration
group contains one of the default SIP lines (<Stations-UDP>).

Note : Starting with CIC 4.0 SU 1, the default transport protocol was changed from TCP to UDP due to support issues such as
problems with TCP offloading and large sites impacted by the OS limit of 4000 TCP connections.
When you open the Lines container in Interaction Administrator, these three default lines are present.

You may wish to use one or more of these lines, depending on your implementation and licensing. The default <Stations-UDP>,
<Stations-TLS>, and <Stations-TCP> lines cannot be deleted, but they can be deactivated, if desired.
To further configure the default SIP lines, see Interaction Administrator help.

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 include in the CIC 4.0 license.
For information on SIP security features and configuration, see the PureConnect Security Features Technical Reference in the
PureConnect Documentation Library and Interaction Administrator help.

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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. An outbound call
requires a voice gateway, which is why a SIP line is required.
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.. . The Entry Name screen opens.
2. In the Entry Name , enter the SIP line name.

3. The SIP Line Configuration screen appears.

Fill in the configuration information as described in Interaction Administrator help.

Create additional SIP lines

Additional lines may be needed for:
SIP registration for non-managed IP phones
Connections to other gateways
Connections to other SIP servers

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Changes to SIP Line Configuration
Starting with CIC 4.0 SU 3, the SIP Line Configuration screen provides easier and more intuitive handling of inbound and
outbound call processing. Two new SIP line identity configuration tabs are available: Identity (In) and Identity (Out) :

Identity (In) identifies what portions of the inbound SIP message should be used by CIC.

Identity (Out) identifies what portions of the outbound SIP message should be set by CIC.
For more information, see Interaction Administrator help.

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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 CIC 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 in the Interaction Administrator Line Groups container 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, SIP Soft Phones, AudioCodes, and
Genesys phones in your implementation following the CIC server installation.
The CIC provisioning subsystem on the CIC server manages the configuration of Polycom phones, Interaction SIP Station phones,
SIP Soft Phones, AudioCodes, and Genesys phones for the purpose of reducing initial IP phone configuration time and ongoing
maintenance. The CIC provisioning subsystem manages the CIC 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, SIP Soft
Phones, AudioCodes, and Genesys phones managed by the CIC 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 CIC Managed IP Phones Administrator's Guide in the PureConnect 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 I & II administration: Set up, additional configuration, troubleshooting, and boot and provision sequences
SIP Soft Phone: Setup and configuration, troubleshooting, and setup and provision sequences
AudioCodes and Genesys phone administration: Additional configuration, troubleshooting, and boot and provision sequences
How registrations work (proxy settings)

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Verify or create non-managed SIP stations
If you did not create non-managed SIP stations for non-managed IP phones and/or, stand-alone fax machines when you ran IC Setup
Assistant, create them now in the Interaction Administrator Stations container, using Add Stations Assistant or create them
individually.

Verify non-managed SIP station configuration

The following figure shows a Station Configuration screen for the IP connection type for non-managed IP phones.

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".
For more information, see the Interaction Administration help.

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Verify or create users
Review user configuration in the Interaction Administrator Default User and Users containers.

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".
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 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.

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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 Allocatio n 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 : The license name, such as Client Access
Assignable Allowed : The number of Assignable licenses purchased
Assignable Configured : The number of Assignable licenses assigned to users or stations
Concurrent Allowed : The number of Concurrent licenses purchased
Concurrent Configured : The number of Concurrent licensed assigned to users or stations
Concurrent in Use: The number of Concurrent licenses that are currently in use by users or stations
Notes : Text that appears if the count exceeds the number of licenses

This section includes:

Client Access license allocation
Configure Membership
Basic Station license allocation

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.

200
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 License Configuration page represents one license. There are two tabs; Assignable and Concurrent.

Assignable
The Assignable tab has a section for users and a section for stations. Each section contains a list box showing the license
membership.
There are two counters shown at the bottom of each page. These counters are the Number of licenses and the Total Configured:
Number of licenses - This is the total number of licenses available.
Total Configured - This is a count of the total number of users and stations that are granted the current license based on the
contents of this page. If this number exceeds the License Threshold, warning text is displayed at the bottom of the page.

Concurrent
The Concurrent tab has a section for users which contains a list box showing the license membership.
There are two counters shown at the bottom of each page. These counters are the Number of licenses and the Total Configured:
Number of licenses - This is the total number of licenses available.

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 Total Configured - This is a count of the total number of users and stations that are granted the current license based on the
contents of this page. If this number exceeds the License Threshold, warning text is displayed at the bottom of the page.

Configure Membership
The administrator can add or remove users and stations allocated to the license as needed, while keeping within the License
Threshold. Users and Workgroups in this list are defined in the Users container.
To allocate an assignable license to a User (making this user a licensed user):
1. Click the Add button next to the User Name section. The Select Items screen opens.

2. You can perform a search by Name Only, or you can search by specified columns. Grant membership to a user by:
Double-clicking the User, or
Selecting a User and clicking Add.
3. Click the OK button when you finish allocating user licenses.
To allocate an assignable station license:
1. Click the Add button next to the Stations section.
2. Repeat steps 2-3 to add stations.

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To allocate a concurrent license to a User (making this user a licensed user):
1. Click the Concurrent tab.
2. Click the Add button next to the User Name section. The Select Items screen opens.
3. Repeat steps 2-3 above.
To remove an assignable license from a user's permissions:
You can remove assignable user or station licenses, and you can remove concurrent licenses:
To remove a user from an assignable user license, in the User Name area, select the user you want to remove and click the
Delete button.
To remove a station from an assignable station license, in the Stations section select the station to remove and click the
Delete button.
To remove a concurrent license from a user, click the Concurrent tab, in the User Name area click the name of the user
whose concurrent license you want to remove, and click the Delete button.

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Basic Station license allocation
You can also allocate stations in the Basic Station license.

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 Desktop) 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.

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Verify or create workgroups
Review workgroup configuration in the Interaction Administrator Workgroups container.

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 help for information.
Note : If you did not create workgroups when you ran IC Setup Assistant, create them now. For information, see Interaction
Administrator help.

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Verify or create roles
Review roles configuration in the Interaction Administrator Roles container.

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 help for information.
Note : If you did not create roles when you ran IC Setup Assistant, create them now. For information, see Interaction
Administrator help.

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Verify or create the dial plan
A CIC dial plan contains information to determine which telephone calls are extensions, local calls, and long-distance calls. CIC
matches each kind of phone number with the appropriate user, workgroup, role, or station dialing privileges. Dial plan is also utilized
to format outbound phone numbers and select the dial group over which to send each call.
CIC supports two dial plans:
The regional dial plan has an .i3dplan extension. For more information, see CIC Regionalization and Dial Plan in the Technical
Reference Documents section of the PureConnect Documentation Library.
The old dial plan has an .i3pnum extension. For more information, see Dial Plan in the Technical Reference Documents
section of the PureConnect 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"). 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.
This section includes:
Verify a regional dial plan
Verify an old dial plan

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 .

2. Click Simulate Call .

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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 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 help for information.

Enable Switchover replication for mail interactions

(CIC 4.0 SU 3 to SU 6, CIC 2015 R1 or later) If your implementation includes a Switchover pair, enable the replication of email
interactions by adding the Mail Interaction Recovery Enabled server parameter in the Interaction Administrator Server
Parameters container. Set the value to 1.

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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
Gmail configuration (CIC 2015 R2 or later)
For more information, see"Mail System".

Install IC User Applications on client workstations

Run the IC User Applications install to install Interaction Desktop on client workstations. This is necessary to fully test CIC
functionality. See:
"Client Workstation" for client workstation requirements
"Client Workstation Installations" for installation procedures

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Test system for basic functionality
There are a variety of settings that can be configured in Interaction Administrator to create the feature set desired for each
individual installation. However, the system must first be tested to ensure functionality. Before you test the functionality, ensure the
following tasks have been performed:
Set up the CIC Administrator user's extension and password
Configure Media Server (see "Media Servers".)
Create and provision IP managed phones
Create lines and line groups
The initial steps the installer should take to verify basic functionality include:
Call from internal phone to another internal phone
Call from an internal phone to an external phone
Call from an external phone to an internal phone via IVR
Retrieve voicemail from email client
Test auto-attendant

Call from internal phone to another internal phone

Connecting a call between two internal devices verifies the following:
Station configuration
SIP registration line configuration
Dial plan
Dialing permission

Call from an internal phone to an external phone

Connecting an outbound call verifies the following:
Station configuration
SIP line configuration
SIP gateway configuration
Dial plan
Dialing permissions

Call from an external phone to an internal phone via IVR

Connecting an inbound call verifies the following:
Media Server configuration
Station configuration
SIP line configuration
Basic Interaction Attendant functionality

Retrieve voicemail from email client

Retrieving a voicemail verifies the following:
Messaging system configuration
CIC Administrator user configuration
General system operations
Interaction completion from start to finish

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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.
When IC Setup Assistant completes, the auto-attendant menu is operational on the CIC 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
Interaction Attendant help.

Default auto-attendant menu

This is the default auto-attendant menu that is installed with CIC.

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 CIC system.
3. Dial the number of a line that you have configured and assigned to your CIC system.
4. Make sure you hear the main greeting, "Thank you for calling" WAV file.

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Client Workstation Installations
This section describes how to install the client workstation applications by running Setup.exe from the appropriate workstation
application share on the CIC server. Alternatively, the administrator can use group policy deployment to install client workstation
applications.
Workstation application install share directory contents
IC User Applications (32-bit and 64-bit)
IC Business Manager Applications installation
IC Server Manager Applications installation
Group Policy deployment
Desktop Virtualization for client workstation applications

Workstation application install share directory contents

The following table shows the client workstation application shares on the CIC server, following the CIC 2015 R1 or later CIC server
installation.
The IC_UserApps_32bit, IC_UserApps_64bit, IC_BusinessManagerApps, and IC_ServerManagerApps shares are created by the
CIC server install, run as part of the CIC server installation.
The IC_IUpdate share is created by the Interactive Update Provider install run as part of the CIC server installation.

Installation program Share Contents

IC User Applications 32-bit IC_UserApps_32bit \backup
\LanguagePlugins
ICUserApps_32bit_20##_R#.msi
ICUserApps_32bit_Lang_##.mst
Setup.exe
IC User Applications 64-bit IC_UserApps_64bit \backup
\LanguagePlugins
ICUserApps_64bit_20##_R#.msi
ICUserApps_64bit_Lang_##.mst
Setup.exe
IC Business Manager Applications IC_BusinessManagerApps \backup
\LanguagePlugins
ICBusinessManagerApps_20##_R#.msi
ICBusinessManagerApps_Lang_##.mst
Setup.exe
IC Server Manager Applications IC_ServerManagerApps \backup
\LanguagePlugins
ICServerManagerApps_20##_R#.msi
ICServerManagerApps_Lang_##.mst
Setup.exe
Interactive Update Client IC_IUpdate \backup
IUpdateClient_20##_R#.msi
IUpdateClient_Lang_##.mst
Setup.exe
Here is a description of the client workstation application install share directory contents. In the examples below, the string "
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{Install_Name}" is used in place of the names such as "IC_UserApps_64bit" or "IUpdateClient" to address all the workstation
applications at the same time.

\backup directory
The \backup directory is empty following a new CIC 2015 R1 or later installation. When later CIC releases are applied, they back up
any previous CIC-related files, such as the previous .msi file and Language Pack .mst files.

\LanguagePlugins directory
If one or more Language Packs are installed on the CIC server , a \LanguagePlugins directory is present in the workstation
application share that contains the following files:
{Install_Name}_LanguagePlugin_XX_20##_R#.msi . As an example: ICUserApps_LanguagePlugin_XX_20##_R#_msi, where
XX = a specific language (for example, ja for Japanese). ICUserApps_LanguagePlugin_ja.msi is the Japanese client language
plugin for IC User Applications (both 32-bit and 64-bit). If multiple Language Packs are installed, there are multiple client
language plugin .msi files, one for each language.
\LanguagePlugins\backup directory : The \LanguagePlugins\backup directory is empty following a new Language Pack
installation. When later CIC Language Packs are applied, they back up any previous client language plugin-related files.
See the CIC Language Pack Technical Reference for additional information and installation instructions.

{Install_Name}.msi
As an example, ICUserApps_64_bit_20##_R#.msi is the IC User Applications 64-bit install.

{Install_Name}_Lang_##.mst
If one or more Language Packs are installed on the CIC server, one .mst file per language is present in the workstation application
share.
As an example, ICUserApps_64bit_Lang_##.mst, where ## = the language, contains localized strings for the IC User Applications 64-
bit install GUI for a specific language (for example, ja for Japanese).
Note : In the case of Interactive Update , the IC_Update share contains .mst files for the Interactive Update Client install GUI
for all currently supported languages.
A new version of the .mst file may be included with future releases. If that occurs, the original version will be moved to the \backup
directory during the latest release update.
See the CIC Language Pack Technical Reference for additional information and installation instructions.

Setup.exe
Setup.exe manually installs/updates client workstation applications on individual client workstations.
Use Setup.exe to:
Perform a new client workstation application installation (.msi) or apply the latest client workstation release component (.msi).
Install multiple client plugins (.msi) for the client workstation application or apply the latest client plugin release components
(.msi).
Provide a localized client workstation application install GUI.
When you run Setup.exe to:
Install a client workstation application , Setup.exe launches the install (full GUI). If client plugins are selected, Setup.exe
silently installs and/or updates the client plugins.
Install a client workstation application plus apply the latest client workstation application update , Setup.exe
launches the install (full GUI) and applies the update silently. If client plugins are selected, Setup.exe silently installs and/or
updates the client plugins.
Apply the latest client workstation application release component , Setup.exe silently applies the updated release
component. If client plugins are selected, Setup.exe silently installs and/or updates the client plugins.
A newer version of Setup.exe may be included with future releases. If that occurs, the previous version will be moved to the \backup
directory during the latest release update.
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IC User Applications (32-bit and 64-bit)
The IC User Applications (32-bit and 64-bit) installation program installs Interaction Desktop, Interaction Fax, Interaction Voicemail
Player, SIP Soft Phone, Interaction Screen Recorder Capture Client, Interaction SIP Bridge on Windows 7, Windows 8, and Windows
8.1,and Windows 10 on user workstations.
When you run Setup.exe to install IC User Applications (32-bit and 64-bit), you can also choose to install client plugins such as
Languages and Microsoft Outlook Interaction Desktop Add-in.
In this section:
Interaction Desktop installation
IC User Applications (32-bit and 64-bit) requirements
Install IC User Applications (32-bit and 64-bit)
Install Interactive Update Client
Verify FQDN resolution to ensure client connectivity with the host CIC server
IC User Application post-installation procedures
Change, repair, or remove IC User Applications

Interaction Desktop installation

When IC User Applications 2015 R3 and later is installed, Interaction Desktop is installed on client workstations and a shortcut is
created. See Install IC User Applications (32-bit and 64-bit). See also "Interaction Desktop" in "Client Workstation" in this guide for a
feature description and references to related documentation.
Notes :
Starting with CIC 2015 R3, Interaction Desktop replaced Interaction Client .NET Edition as the primary CIC client.
Starting with CIC 2016 R1, Interaction Client NET Edition was removed from existing CIC installations and is no longer installed
with new CIC installations.
Existing CIC 4.0 and CIC 2015 R1 or later implementations upgrading to CIC 2015 R3 or later implementations should refer to
Transition to Interaction Desktop Administrator's Guide in the PureConnect Documentation Library. This document describes
the Interaction Client Settings Migrator utility that runs during the CIC server upgrade to CIC 2015 R3 or later to migrate
Interaction .NET Edition user settings to Interaction Desktop.

IC User Applications (32-bit and 64-bit) requirements

Before installing IC User Applications, review "Workstation"and make sure you have understood and fulfilled the following
requirements on the appropriate Windows 7, Windows 8, and Windows 10 workstations:
Microsoft .NET Framework versions. See "Workstation".
Additional requirements discussed in " Workstation " , for example, appropriate server components for Interaction Fax,
SIP Soft Phone, and Interaction Screen Recorder Capture , Interaction SIP Bridge, and Microsoft Outlook Interaction Desktop
Add-in.
Users/stations licensed and configured for Access licenses. See "Post-Installation Configuration."
The person installing IC User Applications must have administrative privileges on the local machine and other permissions. See
" Workstation".
Close Microsoft Outlook and any other applications running on the workstation. Turn off virus scanning.

Install IC User Applications (32-bit and 64-bit)

Make sure to install the version (32-bit or 64-bit) appropriate for the workstation. This section describes how to install IC User
Applications (64-bit) 2015 R3 or later using Setup.exe.
Note:
If one or more Language Packs are installed on the CIC server, please refer to the CIC Language Pack Technical Reference for
additional information.

To install IC User Applications

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1. On the workstation, select Start . In Search programs and files , type \\servername\ where servername is the CIC server
name, to view the shares on the CIC server.
2. Select the IC User Apps install share appropriate for the workstation from the list, for example IC_UserApps_64-bit , and
double-click.

3. Review the contents of the IC User Apps install share and the Language Plugins subdirectory.

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 In this example, the IC_UserApps_64bit share contains:
Language Plugins directory: InteractionDesktopOutlookEdition_2018_R1.msi install and the
ICUserApps_LanguagePlugin_fr_2018_R1.msi install.
The ICUserApps_64bit_2018_R1.msi install
The ICUserApps_64bit_LANG-fr.mst file
The Setup.exe utility
4. Double-click Setup.exe in the IC User Apps install share.
5. In the Setup.exe screen, select English from the drop down list and click OK .

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 If one or more Language Packs are installed on the CIC server, the applicable languages are available in the drop down list for
display on the IC User Applications install screens.
Note:
This screen appears only in the initial run of Setup.exe in the IC_UserApps_64bit share. The next time you run
Setup.exe, the IC User Applications install automatically appears in the language you selected the first time you ran
Setup.exe.
6. In the next Setup.exe screen, make the appropriate selections depending on the content displayed and click Start to launch
the IC User Applications (64-bit) install.

Available Plugins
Select the plugins to install or select All Plugins to install all listed plugins.
Installation Progress
Review the message displayed.
"IC User Applications (64-bit) 2018 R1 is not installed on the system. Select any applicable language plug-ins and then click
Start to install IC User Applications (64-bit) 2018 R1."
7. The IC User Applications (64-bit) install launches. Click Next to proceed past the Welcome screen.

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8. In Custom Setup screen, select or de-select applications/features as needed and click Next .

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.
The following table provides a description for each of the applications/features.

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 Feature Default Description
Component Selection
Interaction Yes Standard version of the CIC. Feature-rich, provides low bandwidth usage for larger
Desktop deployments.
Additional -- Select additional Interaction Desktop features.
Features
Outlook Dialing -- Dial from Microsoft Outlook and TAPI/TSP-compatible applications.
SIP Soft Phone -- Delivers audio through a USB headset on a workstation or laptop. Works with Interaction
Desktop or a basic call control interface.
Interaction Screen -- An Interaction Recorder feature installed on agent workstations to record agents' screens.
Recorder Capture Screen recordings can be associated with phone call and Web chat interactions.
Interaction Fax Yes Enables users to send, receive, print, annotate, and rotate faxes; as well as monitor the fax
queue.
Interaction Yes Enables users to play voicemail messages directly from email and control message
Voicemail Player playback.
Interaction SIP -- Enables at-home workers to use a SIP-enabled telephone to make and receive calls from
Bridge CIC through a remote connection.
9. If you selected SIP Soft Phone , Interaction Screen Recorder Capture , orInteraction SIP Bridge in the Custom Setup
screen, the QoS Requirement screen appears.

We recommend that you select PureConnect QoS driver.

PureConnect QoS driver
This is the default and recommended option. When this option is selected, the install adds the PureConnect certificate to the
Trusted Publishers list, then installs the driver. In most cases, adding the certificate to the Trusted Publishers list saves the
user from being prompted by Windows Security to manually trust the certificate.
Other
If Other is selected, the PureConnect certificate is not added to the Trusted Publishers list and driver is not installed. We
recommend that users do not select this option unless specified by the administrator. Selecting this option implies that
another form of QoS is used at the site.
If the system administrator does not allow the Trusted Publishers list to be modified, the user will be prompted with the
Windows Security screen. To make it easier for the user, the following message appears first, explaining what to do when the
Windows Security appears.

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 For more information about the PureConnect QoS driver, see the PureConnect Customer Care KB article
https://genesyspartner.force.com/customercare/pkb_Home?id=kA50B0000008R5H.
10. In the IC Server Name screen, type the name of the host CIC server and click Next . We recommend using a fully qualified
domain name (FQDN), not a short name.

Note:
If you have a CIC Switchover architecture and you created a pair of commonly named DNS A records pointing to each
server as part of the IP phone network configuration for managed phones, do not use that common name value here.
Instead, use one of the actual CIC server names. We recommend using a fully qualified domain name (FQDN), not a short
name.
Once you have completed this installation, refer to the following section to verify fully qualified domain name (FQDN)
resolution to ensure connectivity with the host CIC server.
11. When you are ready to begin the installation, click Install .

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 As the installation continues, a status bar indicates the progress.
12. When the installation is complete, click Finish in the Completed screen.

13. The installation returns to Setup.exe. Setup.exe proceeds to silently install the client plugins selected in step 6. After the
selected client plugins are installed, click Exit to close Setup.exe.
Installation Progress
The following message appears for each selected Client Plugin:"Installing {Client Plugin} Plugin for IC User
Applications."
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 When Setup.exe has finished installing the Client Plugins, the following message appears: "Finished processing
installs for client workstation applications and selected language plug-ins, if applicable."
14. If you are prompted to restart, click Yes to restart now.
15. The IC User Applications can be launched from the shortcuts on the desktop or from Start->Programs->PureConnect on
Windows 7 or Start screen->Apps->PureConnect-> on later versions of Windows.

Install Interactive Update Client

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 CIC products or components on the workstation.

To install Interactive Update Client

1. Select Start . In Search programs and files , type \\servername\ where servername is the CIC server name, to view the
shares on the CIC server.
2. Select the Interactive Update Client install share IC_IUpdate in the list and double-click.

3. Review the contents of the IC_IUpdate install share.

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 In this example, the IC_IUpdate share contains:
The IUpdateClient_2018_R1.msi install
.mst files for the Interactive Update Client install GUI for all CIC Language Packs. For more information, see "Workstation
application install share directory contents".
The Setup.exe utility
4. Double-click Setup.exe in the IC_IUpdate share.
5. In theSetup.exe screen, select English from the drop down list and click OK .

Unlike the other client workstation applications, all currently supported languages (English included) are available to select.
Note:
This screen appears only in the initial run of Setup.exe in the IC_IUpdate share. The next time you run Setup.exe, the
Interactive Update Client install automatically appears in the language you selected the first time you ran Setup.exe.
6. In the next Setup.exe screen, make the appropriate selections depending on the content displayed and click Start to launch
the Interactive Update Client install.

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 Available Client Plugins
Interactive Update Client does not have associated client plugins, so nothing is displayed in this list box, even if one or more
Language Packs are installed on the CIC server.
Installation Progress
Review the message displayed. In this example, the message says:
Interactive Update Client 2015 R3 is not installed on the system. Select any applicable language plug-ins and then click OK to
install Interactive Update Client 2015 R3.
7. The Interactive Update install launches. Click Next to proceed past the Welcome screen.

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8. In the Destination Folder screen, select the default directory to install Interactive Update Client or select Change to choose
a different directory.

9. In the Interactive Update Provider Server screen, type the name of the Interactive Update Provider server (host CIC server)
and click Next .

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 Note:
If you have a CIC Switchover architecture and you created a pair of commonly named DNS A records pointing to each
server as part of the IP phone network configuration for managed phones, do not use that common name value here.
Instead, use one of the actual CIC server names. We recommend using a fully qualified domain name (FQDN), not a short
name.
Once you have completed this installation, refer to the following section to verify fully qualified domain name (FQDN)
resolution to ensure client connectivity with the host IC server.
10. When you are ready to begin the installation, click Install .

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 As the installation continues, a status bar indicates the progress.
11. When the installation is complete, click Finish in the Completed screen.

12. The installation returns to Setup.exe. When Setup.exe is finished, click Exit to close Setup.exe.
Installation Progress
When Setup.exe has finished, the following message appears: "Finished processing installs for client workstation
applications and selected language plug-ins, if applicable."
13. You are prompted to restart. Click Yes
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14. Immediately following the reboot, the Interactive Update Client service looks for any PureConnect products or components
installed on the workstation.

The Checking for Updates dialog box appears starting with Interactive Update 2015 R3. This dialog displays messages to
indicate the steps that Interactive Update executes to check for updates and a final message to indicate the number of updates
available or the software is up to date. This dialog displays a list of applications currently installed. In the Status column, a:

Indicates that the application is up to date.

Indicates that an update is available for the application.

For more information see Interactive Update Technical Reference in the PureConnect Documentation Library.

Verify FQDN resolution to ensure client connectivity with the host CIC server
The network administrator should perform the following procedure to verify fully qualified domain name (FQDN) resolution to
ensure client connectivity with the host CIC server. This simple procedure can be performed at any point after the host CIC server
has been joined to the domain. If the CIC 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 CIC 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 CIC server.

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IC User Application post-installation procedures
Interaction Desktop and the other IC User Applications have full-featured online help systems, available from the Help menu in the
appropriate application and in the PureConnect 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 post-installation procedures

If you are implementing the SIP Soft Phone, review the Managed IP Phones Administrator's Guide in the PureConnect
Documentation Library for configuration and provisioning information.

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

For instructions, see the Managed IP Phones Administrator's Guide in the PureConnect Documentation Library.

SIP Soft Phone help

See the SIP Soft Phone Help for information on starting and exiting SIP Soft Phone, the SIP Soft Phone Provisioning wizard (use if
automated provisioning does not start when the SIP Soft Phone starts), and configuring the audio devices and network adapter.

Interaction Recorder Screen Capture Client

If you are implementing Interaction Recorder Screen Capture Client as part of an Interaction Recorder implementation, see the
Interaction Recorder Technical Reference in the PureConnect Documentation Library for configuration information.

Change, repair, or remove IC User Applications

Follow these steps to change, repair or remove individual IC User Application components, or repair or remove all currently installed
IC User Applications.
Note : To change or remove localized IC User Applications, see the CIC Language Pack Technical Reference.

To change, repair or remove IC User Applications

1. In the Control Panel, select Programs and Features .

2. Select IC User Applications (64-bit) from the list, right-click and select Uninstall, Change, or Repair.

3. Click Next to proceed past the Welcome screen.

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4. Select the desired option in the Change, repair, or remove installation screen.

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.
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Repair
Select this option to restore the most recent installation of IC User Applications if you are experiencing problems with Interaction
Desktop 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 installation

The IC Business Manager Applications installation program installs IC Business Manager and Interaction Fax Cover Page Editor on
Windows 7, Windows 8, and Windows 8.1 supervisor workstations.
In this section:
IC Business Manager Applications requirements
Install IC Business Manager Applications
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".
Verify FQDN resolution to ensure client connectivity with the host CIC server. Following the IC Business Manager Applications
installation, follow the instructions in "Verify FQDN resolution to ensure client connectivity with the host CIC server" as
described in the "IC User Applications" section if you have not yet done so for this workstation.
Change, repair, or remove Business Manager Applications. Please refer to "Change, repair, or remove IC User Applications".

IC Business Manager Applications requirements

Before installing IC Business Manager Applications, make sure you have understood and fulfilled the client workstation
requirements on Windows 7, Windows 8, and Windows 8.1 workstations:
Microsoft .NET Framework versions installed on Windows 7, Windows 8, and Windows 8.1 workstations. See "Client
Workstation".
Additional requirements discussed in " Client Workstation " , for example, appropriate licensing for all IC Business
Manager application modules, and database and reporting-related requirements.
The person installing IC Business Manager Applications must have administrative privileges on the local machine and other
permissions. See "Client Workstation".
Close Microsoft Outlook and any other applications running on the workstation. Turn off virus scanning.

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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 (32-bit and 64-bit)" with the following specifics for IC Business Manager Applications:
1. On the client workstation, select Start. In Search programs and files , type \\servername\IC_BusinessManagerApps,
where servername is the CIC 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.

3. The following table provides a description for each of the default applications.
Feature Description
Component
Interaction Design Interaction Fax cover pages and edit standard templates available to users.
Fax Cover
Page Editor
IC Business Installs IC Business Manager, providing access to business manager application modules for Interaction
Manager Feedback, Interaction Optimizer Administration, Interaction Process Automation, Interaction Recorder,
Applications Interaction Report Assistant, Interaction Reporter, Interaction Supervisor, Interaction Tracker, and Interaction
Quality Manager.
4. When the IC Business Manager Applications install completes, it can be launched from the shortcuts on the desktop or from
Start->Programs->PureConnect on Windows 7 or Start screen->Apps->PureConnect-> on later versions of Windows.

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IC Server Manager Applications installation
The IC Server Manager Applications installation program installs IC Server Manager Applications, Interaction Administrator,
Interaction Attendant, Interaction Designer, IC System Manager, Interaction Host Recorder Client, and Interaction SOAP Tracer
administrator applications on Windows 7, Windows 8 and Windows 8.1 workstations.
In this section:
IC Server Manager Applications requirements
Install IC Server Manager Applications
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".
Verify FQDN resolution to ensure client connectivity with the host CIC server. Following the IC Server Manager Applications
installation, follow the instructions in "Verify FQDN resolution to ensure client connectivity with the host CIC server" as
described in the "IC User Applications" section if you have not yet done so for this workstation.
Change, repair, or remove Server Manager Applications. Please refer to "Change, repair, or remove IC User Applications".

IC Server Manager Applications requirements

Before installing IC Server Manager Applications, make sure you have understood and fulfilled the client workstation requirements:
Microsoft .NET Framework versions installed on Windows 7, Windows 8, and Windows 8.1 workstations. See "Client
Workstation".
Any additional requirements discussed in " Client Workstation " .
The person installing IC Server Manager Applications must have administrative privileges on the local machine and other
permissions. See "Client Workstation".
Close Microsoft Outlook and any other applications running on the workstation. Turn off virus scanning.

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 (32-bit and 64-bit)" with the following specifics for IC Server Manager Applications:
1. On the client workstation, select Start . In Search programs and files , type \\servername\IC_ServerManagerApps,
where servername is the CIC server name. Click Setup.exe to launch the IC Server 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.

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3. The following table provides a description for each of the default applications.
Feature Description
Component
IC Server Installs IC Server Manager, providing access to server manager application modules such as Interaction
Manager Process Automation (IPA) Monitor, IPA Reporting, IPA Designer, and IC Server Manager Administrator.
The IC Server Manager Administrator application module enables administrators to define the keywords
that Interaction Analyzer uses to monitor conversations between agents and customers.
Interaction Design tool for creating, modifying, and debugging handlers.
Designer
Interaction Administrator application for configuring most behavior in CIC including users, workgroups, stations, lines,
Administrator ACD, dial plans, client appearance, security, etc.
Interaction Administrator application for configuring auto-attendant functionality for CIC.
Attendant
IC System Manages subsystems when CIC is started as service. IC System Manager can query, stop, restart,
Manager configure, and trace CIC subsystems.
Interaction Required on administrator workstations when using the Host tools.
Host Recorder
Client
Interaction Debugs SOAP messages between CIC and SOAP Notifier COM or ISAPI listener. Required on administrator
SOAP Tracer workstations when using SOAP tools.
4. In the IC Server Name screen, if you have a CIC Switchover architecture and you created a pair of commonly named DNS A
records pointing to each server as part of the IP phone network configuration for managed phones, do not use that common
name value here. Instead, use one of the actual CIC server names. We recommend using a fully qualified domain name (FQDN),
not a short name.
5. When the IC Server Manager Applications install completes, it can be launched from the shortcuts on the desktop or from
Start->Programs->PureConnect on Windows 7 or Start screen->Apps->PureConnect-> on later versions of Windows.

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Group Policy deployment
CIC administrators may prefer to silently install 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. Genesys recommends group policy deployment of client workstation applications using
Window startup scripts.
For more information, see the Group Policy Deployment for CIC Applications Technical Reference in the PureConnect
Documentation Library.
SHA-256 support is required to use the PureConnect QoS driver and without it, the ICUserApps installation will be blocked. Windows
7 and Windows 2008R2 require two Microsoft KBs (articles 3033929 and 2921916) be applied to enable SHA256 support. Windows
8, 10, 2012 R2 (and beyond) have SHA-256 support built into the OS.
Starting with CIC 2016 R3 or later, CIC 2016 P2 Patch4 or later, CIC 2016 R1 Patch10 or later, CIC 2015 R4 Patch16 or later, and CIC
2015 R3 Patch21 or later, the following changes were made to improve the upgrade experience for Windows 2008 R2 and Windows 7
systems:
Install.exe: Install.exe now detects if the two Microsoft KB's are not installed for the selected products that use the QoS driver. If
detected:
Install.exe runs the install(s) in UI mode so that Microsoft KB requirement notification for SHA-256 certificate support can be
seen.
If the IC server installation fails, no other installs are attempted and Install.exe exits.
Note : Microsoft released a roll-up KB3125574 which includes support for both KB 3033929 and 2921916. The installs in CIC 2016 R2
Patch13, 2016 R3 Patch7, and 2016 R4 or later also detect and support this roll-up KB.
You can set the IGNORE_MISSING_KBS property to ignore the launch condition that checks for the SHA-256 certificate for products
that do not use the QoS driver. For more information, see the Group Policy Deployment for CIC Applications Technical Reference in
the PureConnect Documentation Library.

Desktop Virtualization for client workstation applications

Genesys supports a subset of IC User Applications, IC Business Manager Application modules, and IC Server Manager modules
using the following virtual desktop applications:
Citrix XenDesktop 7.6
Citrix XenApp 6.5 and 6.0 on Windows Server 2008 R2 (64-bit)
Remote Desktop Services on a Windows Server 2008 R2 (64-bit)
VMWare View 5.2, 5.0, and 4.6

Note : SIP Soft Phone not supported.

Multi-platform and remote users are encouraged to run these supported CIC client-side applications with the Citrix or Remote
Desktop Services client.
For details, see the CIC Workstation Applications in Citrix and Terminal Services Environments Technical Reference in the
PureConnect Documentation Library.

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Optional Installations and Additional Functionality
This section describes the optional server component installation programs, utilities, and additional functionality available for CIC,
and references other documents and help systems for additional information. Many of the optional server components require
additional licensing.
Optional installations and additional files on the CIC installation media
Trust off-host certificates following off-server installations
ASR Servers
Interaction Recorder and Interaction Screen Recorder
Interaction Recorder Remote Content Service
Interaction Recorder Extreme Query
Interaction Administrator Web Edition
Interaction Center Extension Library (IceLib) SDK
CIC VoiceXML Interpreter Server
Interaction Multi-Site
Status Aggregator
Interaction Analyzer
Interaction Process Automation
Interaction Feedback
Interaction Tracker
Interaction Optimizer
Interaction Web Tools
Session Manager Off-server
CIC Render Server
SOAP Listener
SOAP Notifier COM Components
CSV lists
G-729 Hold Audio files
Get Host ID
CIC Database files
PureConnect Documentation Library installation
IC Survey System
IC System Handlers
SNMP
CIC Language Packs and Prompt Packs
IPA Integration with SharePoint
CIC Integration with LiveLOOK
CIC Integration with HEAT
CIC Integration with IBM Sametime
CIC Integration with Microsoft Lync
CIC Integration with Remedy and Remedy IVR
CIC Integration with Workforce Management
CIC Scheduled Reports
Interaction SIP Bridge installation
Microsoft Outlook Interaction Desktop Add-in installation
Interaction Media Streaming Server
Interaction Web Portal
Interaction Marquee
CIC Integration with Oracle Siebel
PureConnect Integration to Oracle Service Cloud
Interaction Center Web Services (ICWS) SDK
IPA Stand-Alone Web Client
Interaction Connect
CIC Appliance .iso (Interaction Edge)
ININProductInfo utility
Crystal Report Import Utility
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 Genesys Cloud for PureConnect Integration

Optional installations and additional files on the CIC installation media

The optional server component installs and additional files are available on the CIC .iso file:
Off-Server Components. To install optional off-server components, run Install.exe from the \Installs directory on the CIC .iso
file, select the Off-Server Component s tab, and check the appropriate checkbox.
Integrations. To install Integrations, run Install.exe from the \Installs directory on the CIC .iso file, select the Integrations tab,
and check the appropriate checkbox(s). Supporting files for Integrations are located in the \Installs\Integrations directory on
the CIC .iso file.
Additional Files. Additional files and utilities are available to install from the \Installs\Additional Files directory on the CIC
2015 R2 or later .iso file.
The CIC .iso file is available to download from the Product Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx .
Note : Starting with 2019 R2, the CIC Language Pack and Prompt Pack installs for new CIC installations and updates for existing
localized CIC systems are available on the 2019 R2 and later CIC Language Pack .iso file downloadable from the Product
Downloads page at https://help.genesys.com/pureconnect/secure/Downloads.aspx .

Trust off-host certificates following off-server installations

After installing off-server components such as Interaction Media Server, ASR servers, Interaction Process Automation server, etc.,
remember to trust the off-host certificates in Interaction Administrator:
1. In Interaction Administrator, click the System Configuration container.
2. Double-click Configuration in the list view.
3. Click Certificate Management .
4. Next to Subsystem Certificates Configuration click Modify.
5. Select the certificates for the system you installed the off-server component on and click Trust .

ASR Servers
Genesys offers trusted speech recognition solutions using vendor ASR software.
CIC supports the following Speech Recognition Engines:
Loquendo ASR Engine
Nuance Recognizer
Nuance Recognizer (MRCP) with Nuance Speech Server
Interaction Speech Recognition (ASR support on Interaction Media Server)
As discussed in "Additional Servers", make sure you have installed the appropriate ASR server before running the appropriate ASR
server install for CIC .
The Loquendo ASR, Nuance Recognizer, and/or MRCP ASR installs are available on the CIC 2015 R1 or later iso .file. Run Install.exe
from the \Installs directory, select the Off-Server Components tab, and check the appropriate checkbox.
For licensing, requirements, and installation and configuration instructions, see the ASR Technical Reference and the Interaction
Speech Recognition Technical Reference in the PureConnect Documentation Library.

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Interaction Recorder and Interaction Screen Recorder
Interaction Recorder is an application for managing phone calls, emails, faxes, screen recordings, and Web chats recorded within
CIC. 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.
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 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.
The supporting files for the Interaction Recorder and Interaction Screen Recorder components are automatically installed with the
CIC server, IC Business Manager Applications, and IC User Applications installs.
For licensing, requirements, and installation and configuration instructions, see the Interaction Recorder Technical Reference in the
PureConnect Documentation Library.
Important : The My Quality Results view in Interaction Connect requires that you use HTTPS certificates signed by a third-
party certificate authority for the:
- CIC server and any associated Interaction Recorder Remote Content Service servers.
- Proxies forwarding traffic by HTTPS.
If you do not use an HTTPS certificate signed by a third-party certificate authority, a user can encounter a certificate warning
from a web browser that requires the user to accept or bypass the warning to view playback recordings. For more information,
see the following documents in the PureConnect Documentation Library:

- "Create Signing Requests and Import Third-Party Signed Certificate" in the PureConnect Installation and Configuration Guide.
-" Create an HTTPS certificate signed by a Certificate Authority for viewing playback recordings" in the Interaction Recorder
Remote Content Service Installation and Configuration Guide.

Interaction Recorder Remote Content Service

Interaction Recorder Remote Content Service facilitates the retrieval and storage of both audio and screen recordings in your CIC
environment. This capability offloads those actions from the Interaction Recorder server that resides on the CIC server therby
granting the CIC server more processing and bandwidth resources for facilitating and handling interactions.
The Interaction Recorder Remote Content Service install is available on the CIC 2015 R1 or later iso .file. Run Install.exe from
the \Installs directory, select the Off-Server Components tab, and check the appropriate checkbox. Run the install on a non-IC server
on the CIC network.
For licensing, requirements, and installation and configuration instructions, see the Interaction Recorder Remote Content Service
Installation and Configuration Guide in the PureConnect Documentation Library.
Important: The My Quality Results view in Interaction Connect requires that you use HTTPS certificates signed by a third-party
certificate authority for the:
- CIC server and any associated Interaction Recorder Remote Content Service servers.
- Proxies forwarding traffic by HTTPS.
If you do not use an HTTPS certificate signed by a third-party certificate authority, a user can encounter a certificate warning
from a web browser that requires the user to accept or bypass the warning to view playback recordings. For more information,
see the following documents in the PureConnect Documentation Library:
- "Create Signing Requests and Import Third-Party Signed Certificate" in the PureConnect Installation and Configuration Guide.
-" Create an HTTPS certificate signed by a Certificate Authority for viewing playback recordings" in the Interaction Recorder
Remote Content Service Installation and Configuration Guide.

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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 is used to
conduct extremely fast searches, against the Extreme Query Server, and playback phone calls.
The Interaction Recorder Extreme Query Server install is available on the CIC 2015 R1 or later iso .file. Run Install.exe
from the \Installs directory, select the Off-Server Components tab, and check the appropriate checkbox. Run the install on a
non-IC Server on the CIC network.
TheInteraction Recorder Extreme Query is automatically installed with IC Business Manager Applications install.
For licensing, requirements, and installation and configuration instructions, see the Interaction Recorder Extreme Query Installation
and Configuration Guide in the PureConnect Documentation Library.

Interaction Administrator Web Edition

Interaction Administrator Web Edition is a .NET browser-based, limited feature version of Interaction Administrator.
The Interaction Administrator Web Edition is available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs
directory, select the Off-Server Components tab, and check the appropriate checkbox. Run the install on a Web server.
For licensing, requirements, and installation and configuration instructions, see the Interaction Administrator Web Edition
Installation Guide in the PureConnect 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 Customer Interaction Center to solve business problems. IceLib is for developers who use modern
.Net languages, such as C# or VB.Net.
The IceLib SDK (32-bit) and (64-bit) installs are available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs
directory, select the Off-Server Components tab, and check the appropriate checkbox. The installs can be run a non-IC Server
machine.
For licensing, requirements, and installation and configuration instructions, see the Interaction Center Extension Library (IceLib) API
Technical Reference in the PureConnect Documentation Library.

CIC 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-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.
CIC VoiceXML enables you to use existing applications written in the industry standard VoiceXML and take advantage of speech
recognition technology without application development costs.
CIC VoiceXML requires two components: VoiceXML Host Server and VoiceXML Interpreter server(s).
The VoiceXML Host Server is installed on a CIC server with Automatic Speech Recognition (ASR), as part of the CIC server
installation.
The VoiceXML Interpreter server is available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs directory,
select the Off-Server Components tab, and check the appropriate checkbox. We recommend installing it on a separate server on
the CIC server network.
For licensing, requirements, and installation and configuration instructions, see the CIC VoiceXML Technical Reference in the
PureConnect Documentation Library.

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Interaction Multi-Site
Interaction Multi-Site is optional CIC software that links two or more CIC 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.
Multi-Site requires two components:
Multi-Site RTM Client is always installed and configured on a CIC server, as part of the CIC server installation.
The Multi-Site RTM Server can be installed and configured on a CIC server (along with a Multi-Site Client) as part of the CIC
server installation or it can be installed on a separate server on the CIC server network. Large organizations with many remote
locations should install the Multi-Site Server on a separate server. The Multi-Site RTM Server install is available on the CIC
2015 R1 or later iso .file. Run Install.exe from the \Installs directory, select the Off-Server Components tab, and check the
appropriate checkbox.
For licensing, requirements, and installation and configuration instructions, see the CIC Multi-Site Technical Reference in the
PureConnect Documentation Library.

Status Aggregator
Status Aggregator consolidates CIC user status information from CIC servers in multiple offices and is scalable for large numbers
of users. It makes that consolidated status information available through the CIC client. Status Aggregator is intended for large
organizations that have too many users to host on a single CIC server.
The Status Aggregator install is available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs directory, select the
Off-Server Components tab, and check the appropriate checkbox. Run the Status Aggregator install on a separate server on the CIC
network.
For licensing, requirements, and installation and configuration instructions, see the Status Aggregator Technical Reference in the
PureConnect Documentation Library.

Interaction Analyzer
Interaction Analyzer determines, in real time, when defined words (keywords) are spoken in a telephone conversation that is
associated with a workgroup queue. If a keyword is detected, Interaction Analyzer identifies the location in the recording where the
word was spoken. Interaction Recorder can provide access to recorded conversations that indicate where keywords were spoken.
IC Business Manager can use Interaction Analyzer and Interaction Supervisor to alert contact center supervisors in real-time and
provide statistics on current calls.
The supporting files for Interaction Analyzer components are automatically installed with the CIC server and workstation
application installs.
For licensing, requirements, and configuration instructions, see the Interaction Analyzer Technical Reference in the PureConnect
Documentation Library.

Interaction Process Automation

Interaction Process Automation (IPA) takes the advanced communications technologies available in CIC 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. The supporting files for the IPA components are automatically installed with the CIC server and
workstation application installs.
Starting with CIC 2017 R1, the more scalable Process Automation Server Version 2 (PASv2) is the only version of the Process
Automation Server that is installed on the CIC server. Starting with CIC 2016 R2, a PASv2 off-server install is available on the CIC
.iso to install PASv2 on a non-CIC Server.
For licensing, requirements, and configuration instructions, see the Interaction Process Automation Technical Reference in the
PureConnect Documentation Library.

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Interaction Feedback
Interaction Feedback is an IC Business Manager add-on module that supports automated post-call customer satisfaction surveys.
Interaction Feedback gives business users the ability to easily create surveys using the Create Survey Wizard. Surveys can be
quickly created with pre-defined industry standard templates. Customized questions can be simply created using Interaction
Feedback Tools, for creating prompts and managing questions.
The supporting files for the Interaction Feedback components are automatically installed with the CIC server and IC Business
Manager installs.
For licensing, requirements, and configuration instructions, see the Interaction Feedback Technical Reference in the PureConnect
Documentation Library.

Interaction Tracker
Interaction Tracker enables CIC users to view the interaction histories between CIC users and outside people, or between CIC
users, by m aintaining a database of CIC users and their associated interactions.
The supporting files for the Interaction Tracker components are automatically installed with the CIC server, IC User Applications,
and IC Business Manager installs.
For licensing, requirements, and configuration instructions, see the Interaction Tracker Filtered Directories Technical Reference in
the PureConnect Documentation Library.

Interaction Optimizer
Interaction Optimizer is a complete workforce management (WFM) application for CIC that optimizes agent effectiveness in
contact centers of all sizes. It combines CIC’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.
The supporting files for the Interaction Optimizer components are automatically installed with the CIC server and IC Business
Manager installs.
For licensing, requirements, and configuration instructions, see the Interaction Optimizer Technical Reference in the PureConnect
Documentation Library.

Interaction Web Tools

Interaction Web Tools enable CIC agents to interact with visitors to your company's website or use chat functionality to
communicate with other CIC agents. These tools enable handlers to send and receive information from Web pages and make it
possible to register and authenticate customers against the Interaction Tracker database.
Interaction Web Tools support the following CIC client features:
Web Chat : An agent can engage in text-based, one-on-one communication online with a customer or create a chat conference
between multiple agents and a customer.
Intercom Chat : An agent can chat online with fellow employees or a group of fellow employees.
Callback : Your customers can visit your website and request that an agent call them back. The request is routed to the
appropriate agent.
Response Management : Agents can use Response Management during a Chat to send pre-defined messages, URLs, or files
to a customer. An agent can also use Response Management for guidance in answering a customer’s questions during a call
made as a result of a callback request.
The Interaction Web Tools are available in the IC_WebServicesChat share on the CIC server following the CIC server installation.
For licensing, requirements, and instruction on using the Interaction Web Tools, see the Interaction Web Tools Technical Reference
in the PureConnect Documentation Library.

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Session Manager ("Off-server")
Large organizations can deploy the off-server Session Manager on file servers separate from the CIC server to support N+1
scalability and disaster recovery. Off-server Session Manager implementations are recommended for CIC installations with greater
than 1,000 clients. Plan to deploy at least two separate off-server Session Manager servers in case of fail-over.
The Session Manager ("Off-Server") install is available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs
directory, select the Off-Server Components tab, and check the appropriate checkbox. Run the Session Manager ("Off-Server") install
on a separate server on the CIC network.
For planning, licensing, requirements, and configuration instructions, see the Session Manager Developer Application Note in the
PureConnect Documentation Library.

CIC Render Server

The CIC Render Server is an application that allows handlers to convert .pdf files to Interaction Fax file (.i3f) format. Use this
application if you want to create a set of fax back handlers based on a library of .pdf files.
The CIC Render Server install is available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs directory, select the
Off-Server Components tab, and check the appropriate checkbox. Run the CIC Render Server install on any computer on the CIC
server network. We recommend that you do not install it on the CIC server.
For requirements and configuration instructions, see the CIC Render Server Technical Reference in the PureConnect Documentation
Library.

SOAP Listener
The SOAP Listener is a component of a SOAP programming API implementation in an Customer 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.
The SOAP Listener install registers the SOAP Listener ISAPI DLL on a Microsoft IIS server. The SOAP Listener install is available on
the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs directory, select the Off-Server Components tab, and check the
appropriate checkbox. The SOAP Listener can be installed on a computer with Microsoft IIS installed.
For more information, see the CIC and SOAP API Developer's Guide in the PureConnect Documentation Library.

SOAP Notifier COM Components

The SOAP Notifier COM objects are a component of a SOAP programming API implementation in an Customer Interaction Center
environment. SOAP Notifier COM objects issue SOAP notifications from automation compatible applications and add support for
the Microsoft SOAP Toolkit. SOAP Notifier COM components provide a high-performance method of initiating handlers without
incurring the performance penalty of HTTP-based Listener operations.
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 install is available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs
directory, select the Off-Server Components tab, and check the appropriate checkbox. Run it on any computer on the CIC server
network.
For more information, see the SOAP Notifier COM API Developer's Guide in the PureConnect Documentation Library.

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CSV lists
The CSV Lists in the \Installs\Additional Files\CSV Lists directory on the CIC 2015 R1 or later .iso file contains the template files
for creating CSV lists. A reseller or system administrator can define and create one or more of the following CSV list prior to the
CIC installation, to be used by IC Setup Assistant or Interaction Administrator to import to CIC.
A CSV managed IP phones list is a template file with managed IP phones information. Two of these lists are provided. One is
based on template and the other is based on type, manufacturer, and model. For more information about using a CSV managed
IP phone list to create multiple managed IP phones and associated SIP stations, see, "Post-Installation Configuration" and the
CIC Managed IP Phones Administrator's Guide in theC PureConnect Documentation Library.
A CSV user list is a template file with users and user attributes information. For more information about using a CSV list to
create multiple users, see "IC Setup Assistant", "Post-Installation Configuration", and the CSV List Technical Reference in the
PureConnect Documentation Library.
A CSV SIP station list is a template file with non-managed IP phones information. For more information on creating using a
CSV SIP station list to create multiple non-managed IP stations, see "IC Setup Assistant", "Post-Installation Configuration" and
the CSV List Technical Reference in the PureConnect Documentation Library.

G-729 Hold Audio files

CIC sites can replace default on-hold music .wav files with G.729 compression-compatible .wav files.
Following the CIC installation, back up the existing SystemAudioOnHold(0-7).wav and SystemDefaultAudioOnHold .wav files
found in the \i3\ic\Resources\folder on the CIC server.
Copy the SystemAudioOnHold(0-7).wav and SystemDefaultAudioOnHold .wav files from \Installs\Additional Files\G.729 Audio
Files directory on the on the CIC 2015 R1 or later iso .file to the \i3\ic\Resources\folder on the CIC server.
Alternatively, use the SystemDefaultAudioOnHold .wav file as Custom Audio under a Workgroup Transfer node in Attendant or
configure as the on-hold music audio source for workgroups in Interaction Administrator.
For more information, see Interaction Attendant help, and Audio Sources in Interaction Administrator help.

Get Host ID
Use the GetHostID utility to obtain the CIC server Host ID prior to a new CIC installation. The CIC server Host ID name is needed to
generate the CIC 4.0 license.
The GetHostID utility is available:
In the \Installs\Additional Files\GetHostID directory on the CIC 2015 R1 or later iso .file.
On the Product Downloads page at https://help.genesys.com/pureconnect/secure/Downloads.aspx .

CIC Database files

The CIC database files in the \Installs\Additional Files\SQL directory on the CIC 2016 R1 or later release and patch iso .files
contain:
A zip file containing the scripts for manually creating SQL and Oracle databases for the latest release, plus a stored procedure
for purging Reporting data, a sample Oracle tablespace create script, and an index rebuilding script. For more information, see
"Database Server". The zip file is also available on the Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx .
The IC Database Space Planning Spreadsheet. Use the IC Database Space Planning Spreadsheet to plan how much space will
be needed for the target size (initial data file size) of the CIC database for SQL Server and the IC data and index tablespaces for
Oracle. For instructions, see "Database Server".

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PureConnect Documentation Library installation
The PureConnect Documentation Library contains all CIC help systems and documentation in a single searchable unit.
The PureConnect Documentation Library is installed on the CIC server as part of a new CIC server installation procedure as
described in "CIC server Installation".
You can view the PureConnect Documentation Library from:
http://help.genesys.com/cic/
The IC server from Start…Programs->PureConnect->Online Documentation->IC Documentation Library, after
completing the CIC server installation.

IC Survey System
Genesys 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 CIC server. When you run the IC Setup Assistant as part of
a new installation, Setup Assistant 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.
The IC Survey System is available in the \Installs\Additional Files\IC_Survey_System directory on the CIC 2015 R1 or later iso .file.
Double-click ICSurveyMenu.html and click New.
See "CIC server" for instructions on completing a Pre-Install survey. You may need to consult with the network administrator, email
administrator, database administrator, CIC system administrator, and other people at the customer site to gather the information.

IC System Handlers
IC System Handlers is a utility that contains the CIC handlers. You may find the IC System Handlers utility useful for migrating any
handler changes prior to applying CIC 2015 R1 or later releases.
The IC System Handlers install is available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs directory, select
the Off-Server Components tab, and check the appropriate checkbox. Run the IC System Handlers install on any computer other
than the CIC server.

SNMP
The SNMP service enables Network Management Systems (NMS) to monitor CIC and its subsystems for SNMP traps. A CIC
subsystem also monitors itself and other CIC subsystems for SNMP requests and traps.
CIC's Management Information Base (i3ic.mib), which contains IC-specific objects is available:
In the SNMP directory \Installs\Additional Files\SNMP directory on the CIC 2015 R1 or later iso .file.
On the Utilities and Downloads page at https://help.genesys.com/utilities-and-downloads.html.
If you are running SNMP on the CIC server, you must import and open the MIB file in the SNMP management application. This is
needed so that the SNMP management application can query the CIC server for information.
For more information, see "CIC server" and the CIC and SNMP Technical Reference in the PureConnect Documentation Library.

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CIC Language Packs and Prompt Packs
For information on supported languages in CIC, their current availability, and scope of localization for each language, see supported
languages in the CIC Language Pack Technical Reference.
Starting with 2019 R2, the CIC Language Pack and Prompt Pack installs are available on the CIC LanguagePacks .iso file on the
Product Downloads page at https://help.genesys.com/pureconnect/secure/Downloads.aspx . For CIC 2015 R1 through 2019 R1,
the CIC Language Pack and Prompt Pack installs are available on the on the CIC .iso file.
Run Install.exe from the \Installs directory on the Language Packs .iso share, select the Language Packs tab, and check the
appropriate checkbox(s).
For requirements, and installation and configuration instructions, see the CIC Language Pack Technical Reference and CIC Prompt
Pack Technical Reference in the PureConnect Documentation Library.

IPA Integration with SharePoint

Starting with CIC 2015 R3, IPA Integration with SharePoint is end-of-life and removed from CIC.

CIC Integration with LiveLOOK

Starting with CIC 2016 R1, CIC Integration with LiveLOOK is end-of-life and removed from CIC.

CIC Integration with HEAT

Starting with CIC 2016 R3, CIC Integration with HEAT is end-of-life and removed from CIC.

CIC Integration with IBM Sametime

Starting with CIC 2016 R1, CIC Integration with IBM Sametime is end-of-life and removed from CIC.

CIC Integration with Microsoft Lync

Starting with CIC 4.0 SU 2, the CIC Integration with Microsoft Lync (Telephony and Embedded Client Plugin) is available.
This component is installed automatically when you install the CIC server and IC User Applications.
Starting with CIC 4.0 SU 3, the following CIC Integration with Microsoft Lync components are available:
Lync Presence Integration Service . For more information, see the Lync (Skype) Integration page at
https://help.genesys.com/pureconnect/desktop/lync_integration_landing.htm.
Lync Company Directory/Directory Merging . This component is installed automatically when install the CIC server and IC
User Applications.

For more information

For more information, see:
The the Lync (Skype) Integration page at https://help.genesys.com/pureconnect/desktop/lync_integration_landing.htm.
The CIC Integration to Microsoft Lync Administrator's Guide in the Technical Reference Documents section of the PureConnect
Documentation Library.

CIC Integration with Remedy and Remedy IVR

Starting with CIC 2016 R2, CIC Integration with Remedy end-of-life and removed from CIC.
Starting with CIC 2015 R3, CIC Integration with Remedy IVR is end-of-life and removed from CIC.

245
CIC Integration with Workforce Management
Starting with CIC 4.0 SU 2, CIC Integration with Workforce Management is available.
The CIC Integration with Workforce Management Integration install and related files are available on the CIC 2015 R1 or later .iso
file. Run Install.exe from the \Installs directory, select the Integrations tab, and check the appropriate checkbox.

For more information

For more information, see the CIC Integration to Workforce Management Historical and Real-Time Adherence Technical Reference
in the Technical Reference Documents section of the PureConnect Documentation Library.

CIC Scheduled Reports

Starting with CIC 4.0 SU 2, CIC Scheduled Reports is available.
The CIC Scheduled Reports installs and related files are available on the CIC 2015 R1 or later .iso file. Run Install.exe from the
\Installs directory, select the Off-Server Components tab (available in this location starting with CIC 2015 R2), and check the
appropriate checkbox.

For more information

For more information, see:
The Scheduled Reports page at https://help.genesys.com/pureconnect/desktop/scheduled_reports_landing.htm .
The CIC Scheduled Reports Installation and Configuration Guide in the Technical Reference Documents section of the
PureConnect Documentation Library.

Interaction SIP Bridge installation

Starting with CIC 4.0 SU 2, Interaction SIP Bridge is available.
Starting with CIC 2015 R1, Interaction SIP Bridge is installed during the IC User Applications (32-bit or 64-bit) installation on remote
workstations.

For more information

For more information, see:
The Interaction SIP Bridge Installation and Configuration Guide in the Technical Reference Documents section of the
PureConnect Documentation Library.
"Client Workstation" and "Client Workstation Installations" in this document.

246
Microsoft Outlook Interaction Desktop Add-in installation
Starting with CIC 4.0 SU 3, Microsoft Outlook Interaction Desktop Add-in is available. The Microsoft Outlook Interaction Desktop
Add-in supports 32-bit Microsoft Outlook 2010 SP1 only.
Note : Starting with CIC 2016 R1, Microsoft Outlook Interaction Client Add-in was renamed Microsoft Outlook Interaction
Desktop Add-in.
When you install the CIC server, a Microsoft Outlook Interaction Desktop Add-in plugin install is added to the IC User Applications
(32-bit and 64-bit) shares on the CIC server.
To install the Microsoft Outlook Interaction Desktop Add-in on client workstations running Microsoft Outlook, from the IC User
Applications (32-bit or 64-bit) share, run Setup.exe to install IC User Applications and select the Outlook Plugin for IC User
Applications.

For more information

For more information, see:
The Microsoft Outlook Interaction Desktop Add-in Installation and Configuration Guide in the Technical Reference Documents
section of the PureConnect Documentation Library.
"Client Workstation" and "Client Workstation Installations" in this document.

Interaction Media Streaming Server

Starting with CIC 4.0 SU 3, Interaction Media Streaming Server is available.
The Interaction Media Streaming Server install is available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs
directory, select the Off-Server Components tab, and check the appropriate checkbox.
For more information, see the Interaction Media Streaming Server Technical Reference in the Technical Reference Documents
section of the PureConnect Documentation Library.

Interaction Web Portal

Starting with CIC 4.0 SU 3, Interaction Web Portal is available.
The Interaction Web Portal install is available on the CIC 2015 R1 or later iso .file. Run Install.exe from the \Installs directory, select
the Off-Server Components tab, and check the appropriate checkbox.
For more information
For more information, see:
The Interaction Web Portal page at https://help.genesys.com/pureconnect/desktop/interaction_web_portal_landing.htm.
The Interaction Web Portal Installation and Configuration Guide in the Technical Reference Documents section of the
PureConnect Documentation Library.

Interaction Marquee
Starting with CIC 4.0 SU 3, Interaction Marquee is available as a revised product in the PureConnect product line. Interaction
Marquee is available inside the Interaction Web Portal framework.
Interaction Marquee is automatically installed with Interaction Web Portal.

For more information

For more information, see:
The Interaction Marquee page at https://help.genesys.com/pureconnect/desktop/interaction_marquee_landing.htm.
The Interaction Web Portal Installation and Configuration Guide in the Technical Reference Documents section of the
PureConnect Documentation Library.

247
CIC Integration with Oracle Siebel
Starting with CIC 4.0 SU 3, CIC Integration with Oracle Siebel is available.
The CIC Integration with Oracle Siebel install is available on the CIC 2015 R1 or later .iso file. Run Install.exe from the \Installs
directory, select the Integrations tab, and check the appropriate checkbox.

For more information

For more information, see:
The Siebel Integration page at https://help.genesys.com/pureconnect/desktop/seibel_integration_landing.htm.
The CIC Integration to Siebel Installation and Configuration Guide in the Technical Reference Documents section of the
PureConnect Documentation Library.

PureConnect Integration to Oracle Service Cloud

Starting with CIC 4.0 SU 3, PureConnect Integration to Oracle Service Cloud (formerly Oracle RightNow) is available.
Starting with the 2015 R2 release, the PureConnect Integration to Oracle Service Cloud installs and related files are available on
Integrations 2015 R2 or later .iso file, available under "Integrations" on the Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx .
Run Install.exe from the \Installs directory, and check the appropriate checkboxes.

For more information

For more information, see:
The Oracle Service Cloud Integration page at
https://help.genesys.com/pureconnect/desktop/oracle_service_cloud_integration_landing.htm.
The PureConnect Integration to Oracle Service Cloud Installation and Configuration Guide in the Technical Reference
Documents section of the PureConnect Documentation Library.

Interaction Center Web Services (ICWS) SDK

Starting with CIC 4.0 SU 6, Interaction Center Web Services (ICWS) SDK is available. The ICWS SDK is a REST API for web, mobile,
and desktop clients. The ICWS SDK includes:
ICWS API documentation
Example applications
Language-specific libraries

For more information

For more information, see the Downloads page at https://help.genesys.com/pureconnect/secure/Downloads.aspx .

IPA Stand-Alone Web Client

Starting with CIC 2015 R1, the IPA Stand-Alone Web Client is available. The IP Stand-Alone Web Client consists of the IPA Work Item
Client and the IPA Work Item Viewer. The IPA Stand-Alone Web Client files are in the CIC Web Applications download zip file on the
Download page at https://help.genesys.com/pureconnect/secure/Downloads.aspx .

For more information

For more information, see:
The CIC Web Applications Installation and Configuration Guide in the Technical Reference Documents section of the
PureConnect Documentation Library.
Interaction Process Automation help.
248
Interaction Connect
Starting with CIC 2015 R2, Interaction Connect is available. Interaction Connect is a browser-based interaction management client
application offering call control functionality, chat features, and status management. Interaction Connect files are in the CIC Web
Applications download zip file on the Product Downloads page at https://help.genesys.com/pureconnect/secure/Downloads.aspx
.

For more information

For more information, see:
The CIC Web Applications Installation and Configuration Guide in the Technical Reference Documents section of the
PureConnect Documentation Library.
Interaction Connect help.

249
CIC Appliance .iso
The CIC Appliance 2015 R2 or later .iso file is available to download from the on the PureConnect Product Downloads page at
https://help.genesys.com/pureconnect/secure/Downloads.aspx .
When you run Install.exe from the root directory of the CIC Appliance 2015 R2 or later .iso file, the components are available to
select.

For more information

For more information, see the Interaction Media Server Technical Reference in the Technical Reference Documents section of the
PureConnect Documentation Library.

ININProductInfo utility
Starting with CIC 2015 R3, the ININProductInfo utility is available.
The ININProductInfo utility gathers information about installed PureConnect products and system information, logs, and (optionally)
applied operating Knowledge Base updates and Windows Installer logs, to help PureConnect Customer Care and Testing teams
diagnose installation issues.
The ININProductInfo utility can be run as a console application or as a simply UI application. After the utility has finished gathering
information, it creates a zip file containing the copied logs and generated reports, and writes the zip file to the desktop with the
name ininproductinfo_<computerName>_<timestamp>.zip.
Following the 2015 R3 CIC server installation, the ININProductInfo utility is available in the \Utilities share on the CIC server.
250
Crystal Report Import Utility
The Crystal Report Import Utility is available from the Utilities and Downloads page. It is a an easy-to-use wizard for importing a
new crystal report into the system using an .rpt file and user-friendly forms, run from IC Business Manager. This eliminates the need
to manually add a crystal report through Interaction Administrator using XML editing to populate the necessary metadata. For more
information, see the Crystal Report Import Utility Technical Reference. The posted download supports CIC 2015 R2 and later.

Genesys Cloud for PureConnect Integration

Genesys Cloud for PureConnect Integration enriches your CIC users' experience by using the power and data of PureConnect and
Genesys Cloud collaborative features. This integration enables PureConnect to consume services such as WebRTC, co-browse, and
Salesforce Object Routing from Genesys Cloud. For more information, see the Genesys Cloud for PureConnect Administrator's
Guide.

251
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 © 1998-2011 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 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])."

252
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].

253
Appendix B: Device Install Hint
This appendix describes the "Device/Install Hint" terms that appears after an SCR description in the CIC_release_summary.html file.
This file is generated with each patch release and provided on the Downloads page . The "Device/Install Hint" term appears in the
left column of the table, with the "Installation Program" name(s) that contain the SCR's code in the center column, followed by the
"Device" column which lists the server, workstation, or other computer where the install(s) need to be run to apply the fixed code.
In most cases, each "Device/Install Hint" is associated with one installation program that is installed on one type of
computer/device. In some cases, the Device/Install Hint indicates multiple installation programs are required to apply the code for
a particular SCR. In any case, you are required to run only the install(s) associated with the Device/Install Hint on the designated
device to apply a fixed SCR. Of course, all other fixes in the patch are applied as well, but you are not required to run all of the
current installs in a patch release if you do not need the updates for that device. You may use only the patch installs that you need.
However, our original best practice recommendation is to apply all of the patches in a release.

Device/Install Hint Contents Device

ASRServerNuanceRecognizer
ASRServerNu​anceRecognizer ​ Speech Server
Central Campaign Server (CCS)
Central Campaign Server (CCS) Dialer Server
CIC_Web_Applications .zip file
CIC Web Applications (iConnect) Web Server
ICServer_IConferencePlugins
Conference Interaction Center Server
Dialer ODS (Outbound Dialer Server) Interaction Center Server
DialerServer* (Dialer Localization server-side)
ICDocumentation
Documentation Interaction Center Server or
Standalone
Edge EDGE-MediaServer Edge Server
EDGE-SIPProxy
Igateway
IceLibSDK_32bit IceLibSDK_32bit Developer Server
IceLibSDK_64bit IceLibSDK_64bit Developer Server
ICSystemHandlers ICSystemHandlers Developer Server
Interaction Center Server ICServer Interaction Center Server
InteractionFirmware (required to be installed with ICServer)
Interaction Scripter.NET ScripterNet Workstation
ScripterNet_LanguagePlugin (Scripter.Net localization)
IRExtremeQueryServer IRExtremeQueryServer IR Extreme Query Server
IRRemoteContentService IRRemoteContentService Standalone
IUpdate IUpdateProvider OR IUpdateClient Interaction Center Server or
Standalone
LoquendoASR LoquendoASR Speech Server
Media Server MediaServer Media Server
MediaStreamingServer_64bit
Migrator Migrator Interaction Center Server or
Media Server

254
MrcpASRServer MrcpASRServer Speech Server

MSOutlook_IConferencePlugins MSOutlook_IConferencePlugins Workstation

Off-Server Session Manager SessionManager Off Server Session Manager
(OSSM) Server
ICSessionManager_DialerPlugins
SessionManager_IConferencePlugins
Other See Pre-Installation Instructions
ProcessAutomationServerv2 ProcessAutomationServerv2 Interaction Center Server or
Standalone
RenderServer RenderServer Standalone
RightNow/Oracle Integration OracleServiceCloudIntegrationService Interaction Center Server
RTMServer RTMServer Interaction Center Server or
Standalone
Salesforce Desktop Integration Salesforce Desktop Integration Workstation
ScheduledReportsClient ScheduledReportsClient Workstation
ScheduledReportsServer ScheduledReportsServer Standalone
Server Language Packs LanguagePack* (CIC Localization server-side) Interaction Center Server
SiebelIntegration SiebelIntegration Siebel Server
SIPProxy SIPProxy Media Server, Edge Server or
Standalone
SOAPCOM SOAPCOM Standalone
SOAPListener SOAPListener Web Server
Status Aggregator Status Aggregator Standalone
VoiceXMLv2 VoiceXMLv2 Speech Server
Web Server - ICWebClientEdition ICWebClientEdition Web Server
ICWebClient_LanguagePlugin (WebClient localization)
Web Server - InteractionConferenceWebServer Web Server
InteractionConferenceWebServer
Web Server - InteractionWebPortal Web Server
InteractionWebPortal
Web Server - SOAPListener SOAPListener Web Server
Web Server - WebAdministrator WebAdministrator Web Server
WFMRTAIntegration WFMRTAIntegration Standalone
Workstation - Business Manager ICBusinessManagerApps Workstation
Apps
ICBusinessManagerApps_DialerPlugins
ICBusinessManagerApps_LanguagePlugin
(BusinessManagerApps localization)
Workstation - InteractionScriptAssist Workstation
InteractionScriptAssist
255
Workstation - Server Manager ICServerManagerApps_IConferencePlugins Workstation
Apps
ICServerManagerApps_DialerPlugins
ICServerManagerApps_LanguagePlugin* (ServerManagerApps
localization)
eFAQ_Integration (integrates ICServerManagerApps (IA) with
the 2.3.1 eFAQ Server)

Workstation - User Apps ICUserApps_32bit Workstation

ICUserApps_64bit
InteractionDesktopOutlookAddin
ICUserApps_LanguagePlugin* (UserApps localization)

256
Change Log

Date Change
14- "Mail System", under "Lotus Domino server", added new section "Lotus Domino/Notes support limitations".
December-
2011
25-January- Updated Copyright information.
2012
"Client Workstation Installations", under "IC Server Manager Applications", updated screenshot of Custom Setup
screen in IC 4.0 SU1. IPA is now a child feature of IC Server Manager and is not listed separately in the Custom Setup
screen.
02-March- "Optional Installations and Additional Functionality", updated "IC Language Packs and Prompt Packs" section for
2012 additional information about Language Packs released with IC 4.0 SU1.
14-March- "IC Server", updated "Set up your IC 4.0 installation media" to clarify explanation in the "Service Updates" section.
2012
29-March- "Client Workstation", added section on localized client workstation applications and requirements.
2012
29-March- "Client Workstation Installations":
2012
- Updated "Workstation application install share directory contents" section for changes made in IC 4.0 SU1 for Client
Language Plugins and new Setup.exe.
- Updated "Install IC User Applications (32-bit and 64-bit)" for changes made in IC 4.0 SU1 for Client Language Plugins
and new Setup.exe.
- Updated "Install Interactive Update Client" for changes made in IC 4.0 SU1 for new Setup.exe.
31-May- "IC Server", updated entire "Anti-virus requirements and best practices" section.
2012
01-June- Updated the following for change in default protocol from TCP to UDP in IC 4.0 SU1:
2012
"IC Setup Assistant", the "SIP Lines and Default Registration Group" section.
"Post-Installation Configuration", the "Configure SIP lines" section.
03- "Database Server", updated "Supported SQL Server versions" to include support for Microsoft SQL Server 2012 in IC 4.0
October- SU 2 and later.
2012
03- Add note in the following that explains why change in default protocol from TCP to UDP in IC 4.0 SU1 was made:
October-
2012 - "IC Setup Assistant", the "SIP Lines and Default Registration Group" section.
"Post-Installation Configuration", the "Configure SIP lines" section.
03- "Fax Support", updated the Interaction Media Server faxing section to be up to date with changes made in the
October- Interaction Media Server Technical Reference.
2012
03- "IC Setup Assistant" in the "Configure role memberships" section, noted that the Interaction Mobile Office role was
October- removed in IC 4.0 SU 1.
2012
03- "Optional Installations and Additional Functionality", added sections for the following new feature installations
October- included in IC 4.0 SU 1 and IC 4.0 SU 2: IPA Integration with SharePoint, IC Integration with LiveLOOK, IC Integration
2012 with HEAT, IC Integration with IBM Sametime, IC Integration with Microsoft Lync, IC Integration with Remedy, IC
Integration with Salesforce.com, IC Integration with Workforce Management, and IC Scheduled Reports.

257
03- Updated the following for support for Microsoft Exchange Web Services-based integration in IC 4.0 SU 2:
October-
2012 "Mail System": Revised section on Microsoft Exchange with two subsections: "Microsoft Exchange Web Services-
based integration" and Microsoft Exchange MAPI-based integration.
"Client Workstation": Updated "E-mail client" section for Microsoft Outlook and Microsoft Outlook Web Access.
"IC Setup Assistant": Updated "Select Mail Provider" and "Mail Provider Summary" screen descriptions. Added
"Exchange Configuration" screen description.
"Post-Installation Configuration": Updated "Complete mail configuration" section.

10- "IC Server", updated "IC Server minimum hardware requirements" with a note that the minimum disk requirements may
December- be higher for sites that require increased tracing.
2012
10- "Getting Started", updated "IC 2.4/3.0 to 4.0 migrations" for latest information on the migration package.
December-
2012
12- Updated the following for support for MRCP ASR in IC 4.0 SU 3:
December-
2012 "Additional Servers": Updated "ASR Servers" for MRCP support.
"IC Setup Assistant": Updated "Speech Recognition" for MRCP option.
"Optional Installations and Additional Functionality": Updated "ASR Server" for MRCP support.
12- "Client Workstation" for Interaction SIP Bridge (added in IC 4.0 SU 2) and Microsoft Outlook Interaction Client Add-in
December- (added in IC 4.0 SU 3).
2012
12- "Client Workstation Installations" for Interaction SIP Bridge (added in IC 4.0 SU 2), Microsoft Outlook Interaction Client
December- Add-in (added in IC 4.0 SU 3), and changes made to Setup.exe in IC 4.0 SU 2.
2012
18-January- "Optional Installations and Additional Functionality" for installs added as new features in IC 4.0 SU 3.
2013
30-January- Updated the following for support for Interaction Speech Recognition in IC 4.0 SU 3 (trial license only):
2013
"Additional Servers": Updated "ASR Servers" for Interaction Speech Recognition support.
"IC Setup Assistant": Updated "Speech Recognition" for Interaction Speech Recognition support.
"Optional Installations and Additional Functionality": Updated "ASR Server" for Interaction Speech Recognition support.
30-January- "IC Setup Assistant" in "Select IC Optional Components" for option for Director Monitored Server added in IC 4.0 SU 3.
2013
05-March- Updated the following to state that the Microsoft Outlook Interaction Client Add-in (added in IC 4.0 SU 3) supports 32-
2013 bit Microsoft Outlook 2010 SP1 only:
"Client Workstation"
"Mail System"
"Optional Installations and Additional Functionality"
07-August- Updated the following for supported ASR servers in IC 4.0 SU 4.
2013
"Additional Servers": Updated "ASR Servers".
"IC Setup Assistant": Updated "Speech Recognition".
"Optional Installations and Additional Functionality": Updated "ASR Server".
07-August- Updated the following sections in "IC Setup Assistant" for changes in IC 4.0 SU 4:
2013
-"SIP Lines and Default Registration Group": Update to DNS SRV Domain Name description.
- "Re-run IC Setup Assistant": Added note to Identity re-run task about verifying mail connector configurations.
07-August- Removed references to Interaction Conference Media Server. Distributed Conferencing on Interaction Media Server,
2013 available in IC 4.0 SU 4 and later, replaces the need for Interaction Conference Media Server.
258
07-August- "Client Workstation" and "Client Workstation Installation" for Windows 8 support, available in IC 4.0 SU 3 and later.
2013
07-August- "Mail System" for:
2013
- Microsoft Exchange 2013 support (EWS only), available in IC 4.0 SU 4 and later.
-Novell GroupWise 2012 support available in IC 4.0 SU 4 and later.
-Generating GroupWise Trusted Application Key File using Novell ConsoleOne Instead of the IC Trusted Application
Installer.
-Added to the "Configure IC for Interaction Message Store" section that IMS quotas for storage space and message
count for user, roles, and workgroups are configured in the Interaction Administrator mail container in IC 4.0 SU 4 and
later.

07-August- "Post-Installation Configuration" for new section "Enable Switchover replication for mail interactions" for Mail
2013 Interaction Recovery Enabled server parameter available in IC 4.0 SU 3 and later.
21-August- "Optional Installations and Additional Functionality" for installs added as new features in IC 4.0 SU 4.
2013
21-August- "Post-Installation Configuration" in the "Configure SIP Lines" section to cover changes made to SIP Line Configuration
2013 in IC 4.0 SU 3 and later.
21-August- "Database Server" for supported Oracle versions.
2013
11- "Additional Servers" in the "Directory server" section for Windows Server 2012 forest and domain functional level
November- support
2013
16-January- Updated the following for support for AudioCodes managed IP phones in IC 4.0 SU 5 and later:
2014
"IC Setup Assistant", "Select IC optional components" for TFTP server configuration.
"Post-Installation Configuration", "Create managed IP phones and associated SIP stations".
05- "Mail System" for Microsoft Exchange Online 2013 support in IC 4.0 SU 5 and later.
February-
2014
05- "Additional Servers" for supported TTS servers in IC 4.0 SU 5 and later.
February-
2014
05- Updated the following for supported ASR servers in IC 4.0 SU 5 and later:
February-
2014 "Additional Servers"
"Optional Installations and Additional Functionality"
07-April- Made the following updates to "Database Server":
2014
- "Supported Oracle versions": Added note and KB article reference about known issues with Oracle client 11.2.0.10.
- Removed "Manual data purges" section per request from as the stored procedures are no longer provided.
07-April- "Post-Installation Configuration," updated "Enable Switchover replication for mail interactions," to add the parameter
2014 value.
07-April- "Client Workstation Installations," updated "Install IC Server Manager Applications" section with recommendation to
2014 use one of the actual IC server names instead of DNA record for Switchover environments.
14-May- "Fax Support" for T.30 digital fax protocol, available in IC 4.0 SU 6 and later.
2014
14-May- "IC Setup Assistant," in "Re-run IC Setup Assistant," updated the "Rename DS" section to mention configuration for
2014 Switchover added in IC 4.0 SU 5.
14-May- "Optional Installations and Additional Functionality," added new section for "Interaction Center Web Services (ICWS)
2014 SDK," available in IC 4.0 SU 6 and later.

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03- Updated documentation to reflect changes required in the transition from version 4.0 SU# to CIC 2015 R1, such as
October- updates to product version numbers, system requirements, installation procedures, references to Interactive
2014 Intelligence Product Information site URLs, and copyright and trademark information.
05- Updated the following to add Microsoft KB article for Windows Server 2012 R2 and Windows 8.1 support:
November-
2014 "IC Server," in "IC Server software requirements."
"Client Workstations," in "Client workstation requirements."
05- "Optional Installations and Additional Functionality," added new section for "IPA Stand-Alone Web Client," available in
November- CIC 2015 R1.
2014
05- Updated Copyright page for 2015.
November-
2014
05- "Mail System" for the following change:
November-
2014 -Moved content from existing Exchange Web Services Support for IC Technical Reference.
-Moved content on Exchange MAPI into a new Exchange MAPI Support for IC Technical Reference.
05- Updated the following for new CIC Integration with Gmail with support for OAuth 2.0 in CIC 2015 R2 and later:
November-
2014 "Mail System"
"IC Setup Assistant"
"Post-Installation Configuration"
14-January- Updated the following for changes to Reporting in CIC 2015 R2 and later for support for Crystal Reports 2013 and
2015 removal of Historical Reporting:
"Client Workstation"
"Database Server"
"Client Workstation Installations"
14-January- "Database Server," updated "Supported Oracle server versions" for Oracle 12c support in CIC 2015 R1 and later.
2015
14-January- "IC Server Installation," updated all screenshots for a CIC 2015 R2 installation, and changed order of installation due to
2015 Install.exe prompt for license file in CIC 2015 R2 and later.
14-January- "Media Servers" for CIC Appliance .iso, available in CIC 2015 R2 and later.
2015
14-January- "Optional Installations and Additional Functionality," for the following changes:
2015
-New section "Interaction Connect", available in CIC Web Applications in CIC 2015 R2 or later.
-Updated "Optional installations and additional files on the CIC installation media" for changes in the CIC 2015 R2.
-New section "CIC Appliance .iso (Interaction Edge)."
-Updated "IC Scheduled Reports" for CIC 2015 R2.
-Updated "IC Integration with Oracle RightNow" to "IC Integration with Oracle Service Cloud" and location on
Integrations .iso for 2015 R2.
03-April- Updated document to reflect changes required in the transition from Interaction Client .NET Edition to Interaction
2015 Desktop in CIC 2015 R3 and later.
03-April- Updated "Optional Installations and Additional Functionality," for the following changes:
2015
- "IPA Integration with SharePoint" for end-of-life starting with CIC 2015 R3.
- "IC Integration with Remedy and Remedy IVR" for Remedy IVR end-of-life starting with CIC 2015 R3.
- New section "ININProductInfo utility" for the CIC 2015 R3 release.
03-April- "Mail System," in "Configure CIC for Exchange Web Services (new installations)," updated the Domain Properties dialog
2015 box screenshot and related information.
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03-April- Updated Copyright page.
2015
27-April- "Mail System," updated "Migrate from Exchange MAPI to Exchange Web Services (existing installations)" to add a
2015 warning that the procedure must be performed on both servers in a switchover pair.
19-June- "IC Server," updated "IC Server software requirements" to mention ASP.NET requirements if Interactive Update Provider
2015 is on the IC Server.

30-June- "Client Workstation," updated "Client workstation software requirements" to include support for 32-bit as well as 64-bit
2015 for Windows 8 and Windows 8.1.
06-August- Updated references to "Lotus Domino/Notes" to "IBM Domino/Notes" in this guide.
2015
Updated the following for support for IBM Domino/Notes 9, available in CIC 2015 R4 and later:
"Client Workstation" in "Email client".
"Mail System," in "Supported Mail systems," "Supported IBM Domino servers," and "Install and configure the Notes
client on the IC Server."
06-August- Updated "Client Workstation," to add a "Web browser requirements" section.
2015
04- Updated the document for rebranding in CIC 2016 R1 and later, including updated screenshots where applicable.
October-
2015
04- Updated the document, specifically "Client Workstation," "Client Workstation Installations, " and "Optional
October- Installations and Additional Functionality" for removal of Interaction Client .NET Edition and renaming of Microsoft
2015 Outlook Interaction Client Plugin to Microsoft Outlook Interaction Desktop Plugin in CIC 2016 R1 and later.
04- Updated "IC Server Installation" for changes to Install.exe to speed up deployment time in CIC 2016 R1 and later.
October-
2015
04- Updated "Optional Installations and Additional Functionality," for the following changes:
October-
2015 - Added new section "Trust off-host certificates following off-server installations."
- "IC Integration with LiveLOOK" for end-of-life starting with CIC 2016 R1.
- "IC Integration with IBM Sametime" for end-of-life starting with CIC 2016 R1.
- "IC Database files" for zip file containing SQL and Oracle DB scripts for each release and patch on the CIC .iso,
starting with CIC 2016 R1. The zip file is also posted on the Downloads page on the Product Information site.
06- Updated "Database Server" in "IC database configuration options for SQL Server" and "IC database configuration
October- options for Oracle" for " for zip file containing SQL and Oracle DB scripts for each release and patch on the CIC .iso,
2015 starting with CIC 2016 R1. The zip file is also posted on the Downloads page on the Product Information site.
06- Updated the following for Microsoft .NET Framework 4.5.2 requirement for IC Server, IC User Applications, and IC
October- Server Manager Applications in CIC 2016 R1 and later:
2015
"IC Server," in "IC Server software requirements"
"Client Workstation," in "Software requirements"
"Client Workstation Installations," in "IC User Application requirements" and "IC Server Manager Requirements."
06- Updated "Optional Installations and Additional Functionality," for the following changes:
Janurary-
2016 - "IC Integration with Remedy" for end-of-life starting with CIC 2016 R2.
- "Interaction Process Automation" for PASv2 off-server install available in CIC 2016 R2 or later.
- Added new sections "Crystal Report Import Utility" and "Database Schema Change Library."
06- Updated "Database Server," for the following changes:
Janurary-
2016 - In "SQL Server," added new section "Use Active Directory Accounts with SQL SQL Server".
- Added new section "Database Schema Change Library."
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06- Updated "Mail System" in "Supported mail systems" and "Exchange Web Services requirements" for support statement
Janurary- that starting with CIC 2016 R2, the minimum supported Exchange version for Exchange Web Services is Exchange 2010
2016 SP2.
06- Updated "IC Server Installation" for a new CIC 2016 R2 installation. Updated "Step 10: Interactive Update Provider
Janurary- install" for new Interactive Update Provider location for database file selection in Interactive Update 2016 R2 and later.
2016
09-March- Updated "Client workstation" for the following changes:
2016
-In "Client workstation software requirements," added support for Windows 10 in CIC 2016 R2 and later and updated
.NET Framework requirements for Windows 10.
-In "Web browser requirements," added support for Microsoft Edge in CIC 2016 R2 and later.

21-March- Additional update to "Client workstation software requirements" in "Client workstation" for Windows 10.
2016
25-March- Updated "Mail System" for Microsoft Exchange 2016 support in CIC 2016 R1 and later.
2016
07-April- Updated "Optional Installations and Additional Functionality," for the following changes:
2016
- "PureCloud for CIC Integration" available in CIC 2016 R3 or later.
- "IC Integration with HEAT" for end-of-life starting with CIC 2016 R3.
07-April- Updated the following sections for support for Microsoft SHA-256 certificates on Windows 2008 R2 and Windows 7
2016 systems running Interactive Intelligence products that use the QoS driver:
"IC Server," updated "IC Server software requirements."
"Media Server," updated "Requirements and installation."
"Client Workstation," "Client workstation software requirements."
"IC Server Installation," updated "Step 5: IC Server install."
"Client Workstation Installations", updated "Install IC User Applications (32-bit and 64-bit)."
11-May- "IC Server," in "Pre-Windows OS installation configurations," updated the "Drive partitions and RAID" section to
2016 recommend a minimum 120 GB for the operating system instead of 60 GB.
25-May- In "Client Workstation," in "Client workstation hardware requirements," updated "Interaction Optimizer in IC Business
2016 Manager" requirements and linked to Interaction Optimizer Requirements and Limitation Overview document.
13- Updated the following:
September-
2016 "Mail System" updated note in "Supported mail providers for SSL/TLS" section.
"Mail System" added note about "Single-User" install to step 1 of Install and configure the notes client on the IC server.
"Optional Installation and Additional Functionality", updated "Interaction Process Automation" section with information
about PASv2 is only version of Process Automation Server install on CIC server starting with CIC 2017 R1.
07- Updated Database Server, Supported SQL Server versions to include Microsoft SQL Server 2016.
December-
2016
16-March- Updated "Mail System", "Supported mail systems" to include a link to Microsoft Exchange and Outlook Software
2017 Requirements and Testlab recommended mail systems.
25-April- Updated Mail System, Exchange Configuration to include description of Enable SCP Lookup option.
2017
25-April- Updated "IC Server Installation" to include a new step 7 Interaction Text-to-Speech install.
2017
28-April- Starting with CIC 2017 R4, Salesforce Web integration, Interaction Client Web Edition, and Interaction Mobile Web
2017 Client were removed from existing CIC installations and are no longer installed with new CIC installations.
03-May- Updated Mail System, Exchange Web Services requirements section from Microsoft .NET Framework 4.0 to 4.5.2 or
2017 later.
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31-May- Updated Database Logging, About PMQ section to include note that PMQ does not support processing files from a
2017 previous version.
11-July- Updated Microsoft .NET Framework 4.5.2 requirement to Microsoft .NET Framework 4.5.2 or later.
2017
10-August- Updated Setup Assistant to include Certificate Signing Options.
2017
26- Rebranding- terminology, product names, screen captures, title and Copyright page.
Septmber-
2017

28- Updated requirements to include Windows Server 2016.

November-
2017
08- Verified Client Workstation Software Requirements section for minimum Windows OS requirements and added link to
December- Testlab
2017
23-January- Updated requirements to remove Windows Server 2008.
2018
02- Added Microsoft Office 365 to Supported Exchange servers and Supported mail system.
February-
2018
27- Conversion to HTML. Renaming duplicate topics.
February-
2018
28- Updated testlab links to testlab.genesys.com
February-
2018
26-April- Added important note for My Quality Results view in Interaction Connect using HTTPS certificates signed by a third-
2018 party certificate authority - added this important note to Interaction Recorder and Interaction Screen Recorder topic
and Interaction Recorder Remote Content Service topic under Optional Installations and Additional Functionality.
01-June- Updated requirements for Microsoft .NET Framework 4.7.
2018
25-July- Removed software requirements that duplicate information on System Software Requirements page in doc library.
2018 Provide link to page in doc library.
15-August- Updated Certificate Signing Options in IC Setup Assistant to include Windows Certificate Store option.
2018
28-August- Updated topics to indicate that PureConnect no longer supports Microsoft Exchange MAPI-based integrations as of
2018 the 2016 R2 release. Use Microsoft Exchange Web Services-based integration as the alternative to the Microsoft
Exchange MAPI-based integration. The options for configuring Microsoft Exchange MAPI-based integrations remain
visible in Interaction Administrator but setting the options no longer enables Microsoft Exchange MAPI-based
integrations.
17- Updated License Management System link to Activation File Management Tool link.
October-
2018 Updated KB links from inin.com to genesyspartner.force.com.

19- Updated for the addition of Genesys phones.

December-
2018
12- Updated link to Genesys University website in "Administrative skills needed for CIC system" topic
February-
2019

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19- Updated topics to indicate separate language pack prompt pack .iso
February-
2019
26- Removed references to Exchange 2007.
February-
2019
05-March- Removed Microsoft Internet Explorer 11 from software requirements. Removed reference to Interactive Intelligence
2019 on System Requirements page. Updated links to testlab.
13-March- Removed links to Localization page. Added links to Language Pack TR instead.
2019

16-May- Updated Create Signing Requests and Import Third-party Signed Certificate topic to add Edit button instead of ellipsis
2019 button.
21-May- Added Appendix B: Device Install Hint.
2019
22-May- Added info from PureConnect Releases and Patches page.
2019
21-June- Updated for Interaction Firmware Part 1 and Part 2 installs in Step 3: Run Install.exe and in Step 8: Interaction Firmware
2019 install topic.
12-July- Fixed link to Virtualization TR in CIC System Hardware Requirements.
2019
02-August- Reorganized the content only, which included combining some topics and deleting others that just had an introductory
2019 sentence such as, "In this section...".
16-August- Added mini toc to Release updates topic. Added link to step 1 in Step 11 of CIC server installation. In Group Policy
2019 deployment topic, removed referenced to KB article Q145410357000370. ​
19- Added note to Oracle ODBC Driver Oracle client topic about ORACLE_HOME environment variable. Updated Database
September- Requirements in Software Requirements - added Oracle 12.2, removed Oracle 11g.
2019
11- Updated inin.com and testlab addresses.
October-
2019
23- Updated Speech Recognition Engine (ASR) section to include Nuance Recognizer 11.0.3. Updated Text to Speech
October- Engine (TTS) section to include Nuance Vocalizer 7.2.7.
2019
7- Added note to Software Requirements that PureConnect 2019 R3 is the last release to support Microsoft SQL Server
November- 2008 R2.
2019
10- Added that print spooler must be running to install fax printer driver to "IC User Applications install - Fax components"
December- topic and "Fax installation and configuration on the CIC server" topic.
2019
11- Removed statement about restart is required for server parameter in "Enable Switchover replication for mail
December- interactions" topic.
2019
10-January- Updated "Minimum" and "Recommend" memory requirements for IC User Apps, ICBM Apps, and ICSM Apps in the CIC
2020 System Hardware Requirements topic.
14-January- Updated "Create signing requests and import third-party signed certificate" topic and "Certificate signing option
2020 screen" topic with UI changes to Setup Assistant for certificates.

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28- Updated requirements to include Windows Server 2019.
February-
2020
28- Updated requirements to include Windows Server 2019.
February-
2020
09-March- Fixed link to Transition to Interaction Desktop Administrator's Guide in the Interaction Desktop installation topic. Per
2020 feedback, added a link to Install IC User Applications (32-bit and 64-bit) topic.
02-April- Updated references to Genesys education.
2020
Added note to Teaming Network Interfaces topic about issues with Media Server licenses and MAC addresses.
28-April- Updated links from my.inin.com to new locations.
2020
04-May- Updated Supported fax platforms: T.39 and T.30 (fax over IP) to include new option.
2020
03-June- Most, if not all, customers have already migrated from CIC 2.4/3.0 to a later release. Therefore, changed the
2020 following:
Removed "CIC 2.4/3.0 to 2015 R1 or later migrations" section.
Changed the link to the "Migration" page in the PureConnect Documentation Library to point to the Interaction
Migrator Technical Reference in the following:
CIC Database Configuration
CIC Database Configuration options for SQL Server
CIC Database Configuration options for Oracle

05-June- Updated Install Microsoft .NET Framework 3.5.1 procedure.

2020
14-July- Updated Database Schema Change Library to include procedure and new link.
2020
27-August- Replaced PureCloud references with Genesys Cloud.
2020
Updated /I3/IC directory paths and shares table to include single entry for language subdirectories
“\I3\IC\Resources\i3ca\<LanguageID>”.
08- Added Microsoft SQL Server 2019 in Software Requirements topic.
November-
2021

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