Interactive Intelligence ICELib
Use this adapter in conjunction with the ICELib API.
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Choose General Setup > Integration Adapters > Settings.
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Click Create, then select I3 ICELib Adapter.
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Enter the following settings:
Field
Description
Adapter Name
Enter a name for the adapter.
Description
Optional: Type a description that will help you distinguish this adapter from others.
Startup Type
Select one of the following startup types from the dropdown list:
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Automatic—The adapter will start automatically with the Integration Service.
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Manual—Will require manual startup.
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Disabled—Prevents the adapter from running.
DataSource
Select a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. from the dropdown list. You can create data sources in Enterprise Manager (see the Recorder Configuration and Administration Guide).
CIC Server Hostname
The host name of the Interactive Intelligence switch (CIC server). In the presence of a switchover pair, the server name should be the primary CIC server name as configured during the switchover configuration of CIC server. The default is server.
CIC Port
Type the port number for the switch specified above. The default is 3952.
Logon Id
The CIC User Name for the user created for the Recorder. The default is verint.
Password
The password of the user created on the CIC server. Click the button beside the password field to enter and confirm the password, then click Set.
ApplicationName
A unique name used to identify the connection between the Interactive Intelligence Adapter and the Interactive Intelligence switch. The default is Verint Recording.
Tag All Call Attributes
Select this check box to obtain all known call attributes from the switch.
Note: It is recommended that you only use this setting to determine what call attribute information is required for tagging by the customer. All of the call attributes will appear in the section “customattributes” in the call events in the Integration Service Log file when DebugHigh mode is on.
Once you have identified the call attributes that are required for tagging, disable Tag All Call Attributes and configure the call attributes required for tagging as described in step 4.
If there are attributes that are not call attributes and are not part of the CTI feed for ICE integrations, leave Tag All Call Attributes disabled. Create a custom property below and name it CustomerAttributesSet. In the Value field, enter a comma-separated list of all the attributes that you want to receive, in addition to the ones already received.
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Under Advanced Settings, click the Add button to enter any Custom Attributes required for tagging (up to 255 characters). The available call attributes can be initially retrieved by enabling Tag All Call Attributes option described above.
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Click Save.