Implementation Process Guide

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Document Overview

The Implementation Process Guide documentation is to be used for inContact knowledge base.  The document information will detail the implementation process of Ivinex and integration with inContact.

This will include what is needed from inContact by Ivinex, and what to expect during the configuraton process.  An internal guide for the inContact implementation managers for Reseller Partners (Ivinex).

The key to this documentation is to develop a clear idea for inContact implementation managers to understand the process that Ivinex Implemenation Engineers use, and how to properly interact/integrate with inContact IM's.  

Ivinex is the Unified User Interface (UUI) layer for the end user.  So it will be critical to work together as partners on all implementations.  More technical development details will be added as things get solidified to the process.

Technical Overview

Ivinex is in the process of transitioning the way that it integrates with inContact.  The single most important item for an inContact Implemenation Manager (IM) to understand is that even though the client is using the MAX agent interface.  Ivinex is hooking into the agent event listener stream, and using it to trigger Ivinex events.

The client will configure screen pop events via the Ivinex interface (UUI).  The Ivinex event listener will trigger the configured events that will open the correct view, etc.

If inContact needs functionality to pull or post data from or to Ivinex, the IM will need to reach out to Ivinex implementation engineers to get the end points and discuss any unique functionality needed.

As more standards in this process are developed, there will be more details that will be captured in this documentation, as new functionality is rolled out.

Please note that inContact IM's can have access to the Ivinex Documentation, as required.  This will help with details to the Ivinex system for someone new to it (like the Call Center Feature in Ivinex).