I3 FAQs

I3 FAQs

Document number: 11357

I3 FAQs

How do I login to the Interactive client?
What number do I enter if I'm a remote analyst working from a location that does not have a Peoplenet phone number?
When I double-click the phone icon on the Windows System Tray, I get the message "Interactive Client is already running. Do you wish to start another copy?"
How do I exit from the client?
When I dial certain numbers from my client, I get the error message "insufficient dialing privileges."
I'm correctly logged in to the Interaction Client and logged in to Customer1. I'm in "Available" status, but I'm not getting any calls.
Why do I receive certain types of calls and not others?
Why can another support analyst see items in the queues that I cannot?
Why can I see calls in a workgroup queue, but I cannot pick up those calls?
While away from my desk, a new case call was sent to my voicemail. How do I stop this from happening?
Why do I receive a phone call before I receive a screen pop from Vantive?
When I'm on an external I3 case routed call, how do I avoid additional incoming phone calls from going directly into my voicemail box?
Why didn't I get a screen pop when I received a case-routed call?

How do I login to the Interactive client?

NOTE: The first time you log in to the Interactive client, the login window is prepopulated with incorrect information (your NT user login information). Be sure to change it to your correct Interaction Client username and password.

To log into the Interaction Client:

Go to Start, Programs, Interactive Intelligence. Click on Interaction Client to launch the program and open the login window.
Enter your network username and password.
In the Station or Phone Number field, enter "6" + your full 7-digit PeopleNet extension (if working from a PeopleSoft office, or if you are working remotely, enter your office's outdial number + the full number for the phone where you wish to receive your calls).
Enter your local CIC server name, and click OK.

For more detailed information on logging in to Interactive Intelligence, see Eureka! document 11358 — How to log in to the Interaction Client.

Note: Click on the following link to determine your PeopleNet extension: http://planetx.peoplesoft.com/it/telecomm/z/Pnetdialing.htm

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What number do I enter if I'm a remote analyst working from a location that does not have a PeopleNet phone number?

Enter 8, 1, the area code, and the complete phone number where you want to receive your calls.

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When I double-click the phone icon on the Windows System Tray, I get the message "Interactive Client is already running. Do you wish to start another copy?"

Select "No," then move to the tool bar on your desktop and click on the phone icon. Your client will reappear.

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How do I exit from the client?

Move down to the Windows System Tray and right-click on the phone icon. When the Interactive client menu appears, select "Exit."

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When I dial certain numbers from my client, I get the error message "insufficient dialing privileges."

Check the number you dialed and confirm the format is correct. Certain numbers, such as 900 and 976 numbers, are disallowed from the dial plans.

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I'm correctly logged in to the Interaction Client and logged in to Customer1. I'm in "Available" status, but I'm not getting any calls

First, confirm that you have logged in correctly according to the instructions above.

Next, check with your manager to make sure you are correctly configured in the Interaction Administrator: your phone number is correct, you are a member of the correct workgroup(s), and you have the correct set of skills.

Finally, make sure you are configured correctly in Customer1, in the Worker page.

Your "CTI Extension" field contains your seven-digit PeopleNet number: your three-digit office prefix (for example, 774 for Pleasanton, 832 for Teaneck, 793 for Sydney, 638 for Amsterdam), plus your four-digit office extension.
Your "CTI Server" field contains the correct server name for your region:

Asia/Pacific: SYD-i3cti-02
Europe: AMS-i3cti-01
North America: PSH-i3cti-01
Your "CTI Enabled" checkbox is checked.

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Why do I receive certain types of calls and not others?

Your profile, which includes your specific skills, allows you to receive calls relating to products to which those skills pertain.

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Why can another support analyst see items in the queues that I cannot?

You do not have privileges to view that particular queue. Views are determined by access privileges, which are determined by your manager.

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Why can I see calls in a workgroup queue, but I cannot pick up those calls?

You may not have the necessary skills to receive those calls (North America only).

Also, unless specifically requested by their managers, analysts do not have the privileges to pick up calls out of a workgroup queue. All managers can do this, and may request the privilege for their analysts.

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While I was away from my desk, a new case call was sent to my voicemail. How do I stop this from happening?

Change your status to "Away from desk." This status causes the new case call to be routed back to the workgroup queue.

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Why do I receive a phone call before I receive a screen pop from Customer1?

The screen pop generation begins once you pick up the call, usually arriving at your screen after a couple of seconds. Times may vary based on region.

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When I'm on an existing case call, how do I avoid additional incoming phone calls from going directly into my voicemail box?

If the call comes to you through the client (the customer called the hotline and entered their case ID number), you do not need to worry about it. The client knows you are busy and won't send you new case calls. If another existing case call comes in for you, the customer is given the opportunity to leave you a voicemail.

If the call comes to you outside of CTI (the customer dialed your extension directly), you need to change your status to one of the "unavailable" choices to tell CTI that you are no longer available to take calls.

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Why didn't I get a screen pop?

First, make sure you are still logged into Customer1. Customer1 is configured to automatically log users out after 40 minutes of inactivity, so you have to be diligent about making sure you stay logged in all the time you are available to take calls from I3.

Also, for screen pop routing to work correctly, all analysts must have their seven-digit extensions entered in their Customer1 Worker profiles as well as a matching number in their I3 User Profiles. If the seven digits of your extension as defined in the Interactive Administrator are different from the seven digits of your "CTI Extension" as defined in Customer1, the call routes to your extension without notifying the I3 system. In other words, the call routes to your phone, but you do not receive a screen pop.

Finally, confirm that your CTI information (other than the aforementioned CTI Extension) is correct in the Worker page in Customer1:

Verify that your CTI Enabled checkbox is checked.
Verify that your CTI Server field is populated correctly with the server name for your region:

· Asia/Pacific: SYD-i3cti-02
· Europe: AMS-i3cti-01
· North America: PSH-i3cti-01