System Admin User
- Administrator Options - API Documentation - Call Center
- Ivinex - inContact Integration Demo Site Preview Video - Ivinex Implementation Process Guide - inContact
- Call Center Integration
- 1. Create a Clients Module - 10. IF the client needs to use Email - 11. IF the client needs to use SMS - 12. IF the client needs to use Live Chat - 2. Create Scripts - 3. Enable Call Center - 4. Add a Dialer - 5. Configure CXone - 6. Synchronize Users, Campaigns, Dispositions, and Agent Statuses - 7. IF the client needs to use Work Items - 8. IF the client needs to use Ticketing - 9. IF the client needs to use Answering Service - Appendix A. Definitions of Ivinex Terms
- Get Started CXone - Implementation Process Methodology
- NICE InContact Demo Training and Certification - Administration (Front-end) - Administration (Back-end) - NICE InContact - Twilio
- Display & Themes - Features - State Machines - Views

 

Appendix A. Definitions (understanding Ivinex terms):

Features:  A Feature is a predefined software package that can be activated in the Admin view of your Ivinex software. Features are extremely powerful packages that can create dozens of modules in a matter of seconds. Further, features can be used to establish integrations where software platforms can exchange information and even execute phone calls or text messages. These features can enable the use of a full-fledged call center, text messaging app, or email follow up with client contacts.  Some features require API credentials to function properly.  You can define these under: Admin > System Preferences > Features.

Modules:  A module can be defined by the Ivinex system via a Feature, or it can be defined by a user with Admin access to the system. Modules consist of data fields and linked data objects that are used to: store, manipulate, and display information.  When you add a module to Ivinex, that module gets added to the navigation menu for any users or groups that have access to said module.  You can define these under: Admin > New Module.

Scripts:  A script is a communications component that can be linked to one or more campaigns.  Each script can be defined with unique criteria that apply to a specific group of client records.  For example, you could create a script for people calling about a streaming video service, and then you could define another script that relates to people who are looking for satellite video subscriptions.  In each case, a campaign would be established that is linked to the users in each scenario.  Thereby, the client can have both types of phone calls coming to one queue from different inbound numbers.  Calls from line one will automatically show the streaming video service script, while calls from line two will display the satellite video subscriptions.  Every inbound calling campaign should have its own script.   

Views: A view is a custom module that is defined for the purpose of displaying data from multiple Ivinex modules.  In the web software world, a view might also be called a dashboard, but the difference is that we are displaying working data rather than interactive reports.  With that said, interactive reports are not a problem at all for Ivinex.  When you edit a view, the editor allows you to: resize and create windows, link data lists to display panels, and create Master relationships from one module to another. Further, the view editor allows you to control the process flow of information. Example 1: You create a window to display records and another window below it display details when a record is clicked. Example 2: You have a call center ticketing system and client records, both of which need a history of notes. You can unify the view of these notes by creating a custom view.  You can define these under: User Menu (top left) > View Editor > New.

Windows: A window is a section of the screen that is used to display data from one or more modules. These windows can be dynamically resized to create layouts.

Layouts: A layout is a screen view in Ivinex that consists of multiple windows. Each layout can be adjusted dynamically and saved to retain the view the next time that screen is loaded.  Layouts are applied to modules and system settings.

Workflows: A workflow is a dynamic means to trigger actions that are triggered by other actions or events. For example, if a number in a data record is set above 1000, an email alert can be triggered using a workflow to let someone know that a threshold has been breached. Another option for event triggers is when a record is updated or created. Thus, if a new customer record were created, the system could be configured to send a welcome email template to that customer.