Top 10 Interaction Attendant Enhancements

Interaction Attendant hasn’t had much attention thrown at it for a while. But the tide is changing and there some really nice enhancements added to it lately. Let look at the top 10 features you probably were not aware of:

  1. Read-Only Mode (SU12)

    Previously if you needed to review your Attendant configuration, there was a good chance that you would be stealing the lock from another user if they had Attendant open as well. As of SU12, you can now load the attendant tree in read only mode without having any issues with stealing locks. Attendant can be launched using the command line option /r or /readonly to load it in read only mode or select the checkbox ‘Read Only’ when logging in.

  2. Read-Only Offline Editing Mode (SU12)

    With Read Only mode, another enhancement was introduced with SU12, the ability to do offline editing on the loaded configuration. When in this mode, all your edits are in memory and can be exported which can later be imported once you have acquired the lock to the configuration. The command line option /oe or /offlineedit can be used to launch IA in this mode. Alternatively, you can select this option when logging into IA.

  3. Reporting Enhancement (SU11)

    This used to be the realm of handler customizations. Now, you have the ability to define ‘Stats Group’ and ‘Report Group’s to further enhance your reporting capabilities using the ‘Set Advanced Statistic’ operation.

  4. ACL for Profiles (SU11)

    One of the common requests from customers was the ability to lock down the configuration so that only certain members of the organisation can view a particular set of configuration. We have now the ability to control access at the profile level which can be configured via the ‘Access Control’ tab in the Queues or Users properties.

  5. Selection/Case Actions (SU11)

    Instead of using a long string of logical transfers making your configuration messy and harder to understand, a new ‘Selection’ functionality was added. Each expression case gets its own node making it easier to understand your configuration and make maintenance easier.

  6. Dynamic Actions (SU12)

    Dynamic Actions breaks you away from the silos of hard coded settings and lets you tweak your configuration using attributes. Common functions like Workgroup Transfer, Agent Transfer, Play Audio, etc. can now be performed based on value assigned to an attribute. You can now set the attribute anywhere in your call flow configuration and have the operation automatically use the updated values.

  7. Publish Enhancement (SU11)

    One of my issues with Attendant always has been the amount of processing power that is used when publishing a large configuration tree even if it was a simple change. SU11 introduced some optimizations so that now we only publish the changes resulting in a much better experience.

  8. SSL support in Remote Data Query (SU11)

    When the Remote Data Query operation was introduced in SU6, we could not make requests to SSL or user authentication based web services. SU11 added SSL and user authentication support


  9. Email Selection (SU14)

    Email configurations didn’t get left out of the enhancements. In SU14, a switch statement style as in the call profile selection operation was added. There are some differences compared to the call profile selection operation though. The key difference is that the criteria can be different for each case while with the call profile selection, the criteria are the same.

  10. New Tools (SU13)

    We received some new toys tools to add to our toolkit. One that allows for parsing SIP headers that contain name value pair data and creating an attribute for every name value pair, and the other that allows for parsing of any attribute that contains name value pairs and creating an attribute for every name value pair.

With many more enhancements planned, the future is looking bright for Interaction Attendant. As always, let me know if you have any questions or any topics you would like me to post about.

-Anish

Anish Sharma

Anish Sharma

I joined Interactive Intelligence in July, 2011. Prior to that, I worked with an Elite partner for 11 years. Over the years, I worked with various products from Interactive Intelligence, including support, implementation and development. A self-confessed geek, I enjoy taking things apart and figuring how it works. One of my passions is photography and I have a personal photo blog.

2 comments to Top 10 Interaction Attendant Enhancements

  • Guy

    Anish
    I now work for an all email company using CIC and I am trying to ‘come back’ to the attendant as a way of limiting customizations. Being a handler guy in the past we could always add comments to the notes section of tool steps. It would be nice to be able to do the same thing in each node we can attach to a default profile in the attendant. Kind of like breadcrumbs for the next developer or admin. Of course, I can always write a document!

    Thanks
    Guy
    DigiKey

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