The Service Manager module allows users to install and configure various CallScripter services and components (for example, the report scheduler, Message Queue, etc). The services available in this module are governed by the license file settings.
The Interactive Intelligence integration requires the "CIC - Data Service V4" to be running to obtain a list of Workgroups, Users and Stations that can be used at the time of a call being transferred during a script run, or for the "Call On Behalf of Workgroup" feature.
The Script Controls and CT buttons for Transfer or for Dial On Behalf of contain text fields which will attempt to auto fill as the agent types. This auto-fill data comes from the CIC Data Service.
If started, agents will see a list of available agents that they may transfer to.
If not started, agents will only have the ability to do a manual transfer by entering an extension number.
This service connects to the CIC server on a regular basis, and, if started and configured correctly, work groups, stations and users will be downloaded periodically. These will be presented to the agents when the transfer dialog is displayed in the Communication Toolbar. If the service is not operational or not responding then the only option offered will be to manually transfer the call. This restricts the agent to transferring to a number they have typed in or a transfer may be made as a result of coding within the script which uses csCommands.
CIC Data Service Options
Click to install the CIC Data Service for the first time:
Options: Clicking on the plus sign will expand the dialog to display options for CIC - Data Service V4. These are:
Service Listen Port
The service listening port number stated must match that stated in the Application Settings to enable communication between the agent toolbar and the service:
4.5.53 for Interactive Intelligence
