CTI New user access to Interactive Intelligence

CTI New user access to Interactive Intelligence

Document number: 11648

If you are requesting new access to Interactive Intelligence, please follow the steps below:

Open a Northstar ticket requesting Interactive Intelligence client software via SMS.

Service Area – Standard Applications
Service Type – SMS Client
Service Detail – Software Install Request
Contact your manager to request access to Interactive Intelligence. Your manager should have Interactive Administrator software, allowing them to add you as a user to the system.
Verify that your internal number is correct in HRDB/PeoplePeople Directory. The number should appear as the PeopleSoft PeopleNet internal phone number. This number consists of the three-digit prefix based on the regional office location, and the four-digit office extension.

North America Examples:
7741234 (Pleasanton)
2041234 (Denver)
8261234 (Vancouver)
8321234 (Teaneck)
2721234 (Sao Paulo)

Asia/Pacific Examples:
7931234 (Sydney)
8651234 (Tokyo)
7461234 (Singapore)

European Examples:
6381234 (Amsterdam)
7271234 (Paris)
5661234 (London)
Make sure the analyst’s worker profile is configured in Customer1 as CTI enabled, with the correct CTI server name and CTI extension, as follows:

In Customer1, go to Workforce/Worker and enter the last name (case sensitive) or employee ID of the analyst, and scroll to the CTI section.

If the information is not populated or is not correct, change and save. The analyst now must log out of Customer1 and log back in again.

If the Extension is incorrect (should be the PeopleNet number of employee; ex: 774xxxx) update the record in HRDB and the correct extension replicates to Customer1.

Example:
CTI Enabled (checkbox checked)
CTI Extension: 2041234 (example)
CTI Server: PSH-I3CTI-03
See Eureka! Document 11358, How to log in to the Interaction Client, for information about logging into Interaction Client for the first time.

This process should complete your request for new access to Interactive Intelligence. If you need additional assistance, please open a Northstar ticket.