How important is mobility to your utility customers? Today, customers expect convenience, customization and self-service – wherever and whenever! Expectations have been set by other industries that this ease of access translates to mobile access. This will continue to be a market force in the utility industry that will challenge those without apps to deploy them – and those with apps to keep improving them.
As an IT Manager at a utility, your objectives are many. In addition to improving the customer experience, you are also being tasked with building and maintaining theses mobile apps in a way that allows [...]
Three years ago I wrote a blog titled Why you will never take away my desktop phone, which mentioned a report by Gartner that said desktop phones will be replaced by mobile phones by 2011. Back then, it looked like RIM and Apple were going to dominate the mobile market and Google was nowhere to be seen.
Well, here we are at the end of 2012 and the majority of organizations are still using desktop phones. Surprising? Not at all. But in looking back over the past three years, there has been a lot of change in the way we [...]
When setting up a route for Interaction Gateway or Interaction SIP Proxy you use Perl regular expressions to define the route patterns.
My classroom environment in Indianapolis has over 100 IC servers, each with its own range of phone numbers. My 4.0 servers, for example, each have 20,000 different phone numbers assigned. I really don’t want to have to create one route for each phone number on each server!
Let’s take a single server as an example. ICServer01a needs to receive calls to 1317201xxxx, 317201xxxx, 201xxxx, 1702201xxxx, and 702201xxxx where xxxx is the range 0000-9999. If I were to set [...]
The Get DS Parameter tool step can be very useful in situations where you want to set the value of a variable within a handler by setting the value of a Server Parameter in Interaction Administrator. This allows you to change the behavior of a handler without having to open the handler, modify the variable definition, save the handler, and publish it again.
You could use the Get DS Attr tool step instead, but the Get DS Parameter tool step offers a couple of advantages which make it a more attractive option.
An example use might be to [...]
Interaction Attendant hasn’t had much attention thrown at it for a while. But the tide is changing and there some really nice enhancements added to it lately. Let look at the top 10 features you probably were not aware of:
Read-Only Mode (SU12)
Previously if you needed to review your Attendant configuration, there was a good chance that you would be stealing the lock from another user if they had Attendant open as well. As of SU12, you can now load the attendant tree in read only mode without having any issues with stealing locks. Attendant can be launched using [...]
These days..it is getting harder to get a standalone fax machine. If you like getting hard copies of your faxes and don’t have a fax machine anymore, there a solution which is pretty straight forward and doesn’t involved getting your hands dirty with handlers. Open your fax station in Interaction Administrator and add the following custom attributes:
The attribute PRINTER points to the UNC path of the printer we are going to print our fax to. ICAdmin account must have rights to use this printer otherwise it will fail. PRINTSTYLE can be used to set how the page will [...]
This week I’m Down Under in Melbourne, Australia, teaching an IPA Design and Implementation course. Since I have servers at my disposal and a little time during labs, I decided to experiment a little with initiating a Process from a handler in conjunction with an inbound ACD call, so that a Work Item alerts on the agent’s queue just after he/she picks up the call. The results are not perfect, but do show great promise and usefulness – I know other folks are creating fairly complicated solutions along the same lines.
I chose to place my functionality into the CustomACDPostAlert [...]
With the release of IC 3.0 SU12 we now have a feature which many Interaction Process Automation (IPA) sites have been requesting for quite a while – the ability to add multiple pages to a Work Item.
The procedure for creating a new Work Item has not changed a lot, with the main addition to the dialog being a Name field for the particular page. The main functionality change, in my mind, is the ability to specify actions which will run when the Work Item starts, when it transitions between pages, and when a page completes with a button press. [...]
Well, I am on the road today, headed off to New Zealand to teach an IPA Design and Implementation class. I just looked at the schedule, and realized that I have a blog article due…
This one won’t have a lot of fancy graphics, since I don’t have access to any servers from LAX Airport. Instead, I would like to share a little bit of our (particularly my) experience creating the lab environment for Interactions 2011 a couple of weeks ago in Indianapolis.
First, the obligatory disclaimer – some of the things we do in a lab or training environment [...]
Reaching back to my days as the Principal Engineer in support, I wanted my first blog to touch on something that the users of our system can utilize to save them time when something causes their calls to stop working correctly. The key for a CIC administrator is to first narrow down whether the call problem lies on the SIP/network side OR the TDM/telephony side. Figuring this out quickly can save the business countless calls, time, and essentially money!
The best place to determine which side the problem exists in is the gateway. The two makes of gateway sold by [...]