CSV List Import. Technical Reference. Interactive Intelligence Customer Interaction Center (CIC) 2016 R1. Abstract

CSV List Import Technical Reference Interactive Intelligence Customer Interaction Center (CIC) 2016 R1 Abstract This document how create multiple non-managed SIP stations, managed IP phones and associated SIP stations, and users by importing CSV lists in IC Setup Assistant and Interaction Administrator. Last updated September 4, 2015 (See Change Log for summary of changes) Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.inin.com

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Table of Contents Introduction... 4 Location of sample CSV list files on the 2015 R1 or later.iso file... 4 Create non-managed SIP Stations by importing a CSV list in Add Stations Assistant... 5 Create a SIP Station CSV list... 5 Import a SIP Station CSV list in Add Stations Assistant... 6 Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant... 10 Create managed IP phone templates... 11 Create CSV Managed IP Phone list(s)... 14 Create a CSV Managed IP phone-template list... 14 Create a CSV Managed IP phone-tmm list... 17 Create managed IP phones with Managed IP Phone Assistant... 20 Create users by importing a CSV list... 25 Create a User CSV List... 25 Default roles... 28 Import a User CSV list in Setup Assistant... 30 Import a CSV User list in Add Users Assistant in Interaction Administrator... 32 Change Log... 36 CSV List Import 3

Introduction A CSV (comma-separated value) list is text file containing information separated by commas. Interactive Intelligence encourages the use of imported CSV lists in new CIC installations for the following purposes: Create multiple non-managed SIP stations by importing a CSV list containing SIP station information in Add Stations Assistant in IC Setup Assistant or Interaction Administrator. Create multiple managed IP phones and associated SIP stations by importing a CSV list containing IP phone information in Managed IP Phones Assistant in Interaction Administrator. Create multiple users by importing a CSV list containing user information in Add Users Assistant in IC Setup Assistant or Interaction Administrator. This document explains how to use the sample Microsoft Excel spreadsheets and CSV lists included on the CIC 2015 R1 or later.iso file to prepare the CSV lists, download them to the IC Server, and import them in the appropriate Assistant wizard. Location of sample CSV list files on the 2015 R1 or later.iso file Sample Microsoft Excel spreadsheets and CSV lists are included in the \Additional Files\CSV Lists directory on the CIC 2015 R1 or later.iso file. 1. Download, copy, and mount the CIC 2015 R1 or later.iso file on a file server and share it as described in the IC Installation and Configuration Guide. 2. Navigate to the Additional Files\CSV Lists directory on the.iso file share directory. \CSV Lists directory You will use the appropriate Microsoft Excel (.xls) file to fill in SIP station, IP phone, or user information, and save it as a.csv file, which will resemble the sample.csv file in this directory. CSV List Import 4

Create non-managed SIP Stations by importing a CSV list in Add Stations Assistant You can create multiple non-managed SIP stations by importing a CSV list containing SIP station information in Add Stations Assistant in either IC Setup Assistant or Interaction Administrator. Notes: For Polycom phones, we recommend that you create managed IP phones. However, you may choose to leave your Polycom phones as non-managed SIP stations. With non-managed Polycom phones, managers must maintain separate Polycom phone configuration files. Examples of non-managed SIP stations are IP phones other than Polycom such as Astra or Cisco, stand-alone fax machines, and remote stations. In this section: Create a SIP Station CSV list Import a SIP Station CSV list in Add Stations Assistant Create a SIP Station CSV list To create a CSV SIP station list: 1. Open a copy of CSV SIP Station List.xls and enter the attributes in the appropriate columns for the SIP stations you wish to create. CSV SIP Station List.xls The following table provides descriptions of each attribute. Attribute Name Type Extension Identification Address Connection Address Manufacturer Model Description Type the station name (required). Workstation, phone or fax. Type unique extension number for this SIP station Type the identification address for this SIP station Type the SIP address used to call this SIP station. Type the manufacturer of the phone for this SIP station. Possible values are: Polycom, Cisco, Generic, or free text entry. Type the specific type of phone model made by the phone manufacturer. CSV List Import 5

Attribute MAC Address Machine Name Description Type the MAC address of this phone. Maps a machine to this station for licensing. 2. When you have completed your SIP station information, save the document on the IC Server if available or another location, selecting.csv as the file type. This creates a Comma Separated Value (CSV) file with all the SIP station information, separated by commas. Only one station is listed per line. The following message may appear when saving the CSV SIP station list: Click Yes to continue Ignore this message and click Yes. The message explains that some of the macros in the Excel file cannot be preserved in the resulting CSV file. You will not need those macros when Add Stations Assistant imports the file. You can open the new.csv file in any text editor. If you have not already done so, download your SIP Stations CSV list to a secure location on the IC Server. Import a SIP Station CSV list in Add Stations Assistant You can import the SIP Station CSV list in Add Stations Assistant as part of a new CIC installation in IC Setup Assistant, or post-installation in the Interaction Administrator Stations container (Right-click and select Station Assistant). The section describes how to import a SIP Station CSV list in Add Stations Assistant in IC Setup Assistant. 1. As part of a new CIC installation, run IC Setup Assistant. For information, see the Installation and Configuration Guide. 2. In the Configure Stations dialog, select click Configure Stations. CSV List Import 6

Configure Stations 3. The Add Stations Assistant Welcome dialog appears. Click Next. Add Stations Assistant - Welcome 4. The Import SIP Stations from a CSV list dialog appears. Add Stations Assistant - Import SIP Stations from CSV List CSV List Import 7

If you have not already done so, download the CSV SIP station list file to the IC Server. Browse to the location of the CSV file on the IC Server and click Next. Add Stations Assistant - Import SIP Stations from CSV List IC Setup Assistant will warn you if it encounters errors while parsing the CSV file, providing an Errors button on the dialog. Click Errors to view the status of the errors and a description: Warning error: IC Setup Assistant cannot verify one or more values. You can continue with the import, but some of those values will not be imported. Severe error: IC Setup Assistant detects no columns or the file could not be opened. You cannot continue with the import. 5. The Review the Imported SIP Stations dialog appears, populated with the information from the CSV file. Add Stations Assistant Review Imported SIP Stations Review the stations that you created. You can rename them manually by clicking Rename and typing a new name. If the information is not correct, click Back to make changes. CSV List Import 8

6. The Access Control dialog appears. If you created a dial plan in IC Setup Assistant, select the dial plan classifications for the new stations. Station Access Control enables you to specify the outbound dialing privileges (if any) for the new stations. Add Stations Assistant Access Control Select one or more classification names from the list of Available classifications and add them to the Currently Selected list to give the selected dialing privileges to this station. If someone attempts to place a call from a station and the dialed phone number is not supported in one of the phone number classifications for the station, IC plays a prompt saying that the station does not have sufficient dialing privileges to place the call. To give the new stations all dialing privileges, automatically including new classifications added in the future, select the [All*] entry, and then click Add. Note: If you did not create a dial plan in IC Setup Assistant, no Available classifications will appear. After you create the dial plan in Interaction Administrator, post-installation, run Add Stations Assistant in Interaction Administrator to specify the outbound dialing privileges for your stations. 7. The Saving SIP Station Data dialog appears. Click Commit Changes to save your station configuration selections Add Stations Assistant Saving Station Data CSV List Import 9

9. The Station Licenses dialog appears. We recommend that you assign Basic Station licenses to the stations you are configuring at this time. Add Stations Assistant Station Licenses The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation. All stations require a Basic Station License in order to receive audio. (A non-audio station may be used for non-audio interactions.) Remote stations must be assigned a Basic Station license. A Standalone Fax and Standalone Phone must be assigned a Basic Station license. A Bus Device Fax does not use Basic Station license. For information about the Access licenses, see Add Stations Assistant online help. 10. The Completing Add Stations Assistant dialog appears. If you are done creating stations, click Finish to save the newly created stations and return to IC Setup Assistant. If you need to add additional stations, for example, if more than one station card is installed, select I want to add additional stations and then click Next to run Add Stations Assistant again. Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant The recommended procedure for creating new Polycom, Interaction SIP Station, SIP Soft Phone and AudioCodes managed IP phones and associated SIP stations is to import a CSV list in Managed IP Phone Assistant in Interaction Administrator. Perform the procedures described in this section post-ic Server installation. In this section: CSV List Import 10

1. Create one or more managed IP phone templates based on managed IP phone type, manufacturer, model, location, language, audio protocol, station appearance, etc. 2. Create one or more CSV Managed IP Phone Lists based on 1) Template containing name, template, proxy group, extension, identification address, label, and address information for the appropriate IP phones in your CIC system, and/or 2) Type, Manufacturer, and Model containing name, type, model, manufacturer, proxy group, extension, identification address, label, and address information for the appropriate IP phones in your CIC system. 3. Run the Managed IP Phone Assistant in Interaction Administrator to create new managed IP phones and associated SIP stations by importing the CSV Managed IP Phone list(s). For more information, see IC Managed IP Phones Administrator s Guide in the Technical Reference Documents section of the CIC Documentation Library and IC Installation and Configuration Guide in the Installation and Configuration section of the CIC Documentation Library. Create managed IP phone templates We recommend that you take the time to plan the IP phone configuration you want for your CIC system. If it is appropriate for your site, create one or more managed IP phone templates based on your planning decisions. For example, you might want to create separate templates for the following situations: The CIC system has Polycom phones (perhaps a variety of Polycom models), SIP Soft Phones, Interaction SIP Station phones, and AudioCodes phones. The CIC system has IP phones in a variety of locations. The audio stream on certain IP phones will be unencrypted using RTP, and others will be encrypted using SRTP. Certain IP phones will have regular station appearances, and others will have shared station appearances. Note: Templates are most useful for significant quantities of the phones of the same type, manufacturer, model, etc. For example if your site has 30 Polycom IP335 phones, one IP7000 conference phone (for a conference room), one IP670 phone (for the CEO), one IP650 for the receptionist, a template is recommended for the IP335 s but is not needed for the other three phones. CSV List Import 11

To create managed IP phone templates 1. In the Interaction Administrator Managed IP Phones container, highlight Templates, right-click in the right pane and select New from the Context menu. Select New from the Context menu 2. The New Managed IP Phone Template screen appears. New Managed IP Phone Template screen Enter the name, type, manufacturer and model for the first managed IP phone template you wish to create, and click OK. Name: Type the name of the new managed IP phone template. Type: Select the type of IP phone for this template Workstation or Stand-alone Phone. The default is Workstation. Note: For Interaction SIP Station phones, select Workstation (Stand-alone Phone is not supported). Manufacturer: Select the IP Phone manufacturer. Currently, the supported manufacturers are AudioCodes, ININ (Interactive Intelligence), and Polycom. Select ININ for Interaction SIP Station and SIP Soft Phone. Model: Select the phone model based on the manufacturer. If the manufacturer is AudioCodes or Polycom, choose from a list of AudioCodes or Polycom phone models. If the manufacturer is ININ, choose either Interaction SIP Station or Soft Phone. 3. The Managed IP Phone Template Configuration screen appears. CSV List Import 12

Managed IP Phone Template Configuration screen Select or add the appropriate configuration items in the General and Options (including Advanced Options for Polycom and Interaction SIP Station phones) tabs for this managed IP phone template. See the Advanced Configuration chapters in the Polycom Administration, Interaction SIP Station Administration, SIP Soft Phone Administration and AudioCodes sections of this document for a summary of advanced configuration features for each IP phone type. You can also click Help (?) for details on individual configuration items. We recommend that you fill out as many configuration items as possible, instead of simply selecting the default settings. The time spent on defining the template now saves you time later. When completed click Apply, and OK. 4. The managed IP phone template appears in Managed IP Phones Templates. The new template in the Managed IP Phones container CSV List Import 13

5. Repeat steps 1 through 4 for the other managed IP phone templates you wish to create. Create CSV Managed IP Phone list(s) Once you have created the managed IP phone template(s), create one or more CSV Managed IP Phone lists based on: Template: Containing name, template, proxy group, extension, identification address, label, and address information for the appropriate IP phones in your IC system. Each IP phone must reference one of the managed IP phone templates you have created by name. -and/or- Type, Manufacturer, and Model containing name, type, manufacturer, model, proxy group, extension, identification address, label, and address information for the appropriate IP phones in your IC system. Two sample Managed IP Phones CSV lists corresponding to the two types of CSV lists are Additional Files\CSV Lists directory on the.iso file share directory. CSV Managed IP Phone List-Template.csv and CSV Managed IP Phone List-Template.xlsx CSV Managed IP Phone List-TMM.csv and CSV Managed IP Phone List-TMM.xlsx When you run Managed IP Phone Assistant, you will import a completed CSV Managed IP Phone list. Create a CSV Managed IP phone-template list Follow this procedure to create a CSV managed IP phone based on template. To create a CSV Managed IP Phone-Template list 1. Open a copy of CSV Managed IP Phone List-Template.xlsx and enter the attributes in the appropriate columns for each managed IP phone and associated SIP station you wish to create. The sample CSV Managed IP Phone List.-Template.xlsx The following table provides descriptions of each attribute. Attribute Name Template Proxy Group Description (Required) Type the name of the IP phone. (Required) Type the managed IP phone template for this IP phone. The template name must be identical to one of the templates you have created. Type the Registration (Proxy) Group to be used with the managed IP phone template for this IP phone. If this value is left blank, Managed IP Phone Assistant will fill in the Registration Group defined in the template. CSV List Import 14

Attribute Extension Identification Address Label Description Type the primary appearance extension number for this IP phone. When this value is left blank, it will remain blank in Managed IP Phone Assistant. If you know the IP address for this IP phone ahead of time, type the SIP connection address in the form of sip:xxx@[ipaddress]:[portnumber], e.g., sip:320@172.17.238.68:5060. If you do not know the IP address, leave this value blank. It will be filled in when the phone registers with the IC Server following provisioning. (Polycom only) Type the label that will be used for the primary appearance of this IP phone and the associated SIP station. Typical values for label are the station extension or the user s extension (in the case where one user will almost always be using the station). When this value is left blank, Managed IP Phone Assistant will fill in the Name attribute (IP phone name). CSV List Import 15

Attribute Address Description If you know the address for this IP phone ahead of time, type: For Polycom phones: The MAC address of the IP phone. Polycom addresses start with 00:04:f2. For SIP Soft Phones: The full computer name for the IP phone. To make sure you get the full computer name, navigate to My Computer.Properties.Computer Name and note the Full Computer Name. For example: PattyJ.acme.com. For Interaction SIP Station phones: The MAC address of the IP phone. Interaction SIP Station MAC addresses start with 00.26.fd. For AudioCodes phones: The MAC address of the IP phone. AudioCodes addresses start with 00:90:8f. If you do not know the address ahead of time: For Polycom phones: You must manually provision using the provisioning IVR. For SIP Soft Phones: You must manually provision using the SIP Soft Phone Provisioning wizard. For Interaction SIP Station phones: The Interaction SIP Station cannot be provisioned through the provisioning IVR. If the MAC address was not known at the time the CSV list is created, the MAC address must be manually entered for each Interaction SIP Station in the Interaction Administrator Managed IP Phone container before the corresponding phone is set up and booted. For AudioCodes phones: You must manually provision using the provisioning IVR. 2. When you have completed entering the IP phone information, save the file, selecting.csv as the file type. The following message may appear when saving the CSV Managed IP Phone list: Click Yes to continue Ignore this message and click Yes. The message explains that some of the macros in the Excel file cannot be preserved in the resulting CSV file. You will not need those macros when Managed IP Phone Assistant imports the file. CSV List Import 16

3. Here is an example of the resulting CSV Managed IP Phone List.csv file as it appears in Excel: CSV Managed IP Phone List-Template.csv in Excel When the CSV file is opened in a text editor, the IP phone information is separated by commas, with one IP phone listed per line. CSV Managed IP Phone List-Template.csv in Notepad 4. If you have not already done so, download your CSV Managed IP Phone list- Template.csv file to a secure location on the IC Server. Create a CSV Managed IP phone-tmm list Follow this procedure to create a CSV managed IP phone based on type, manufacturer and model. To create a CSV Managed IP Phone-TMM list 1. Open a copy of CSV Managed IP Phone List-TMM.xlsx and enter the attributes in the appropriate columns for each managed IP phone and associated SIP station you wish to create. The sample CSV Managed IP Phone List-TMM.xls The following table provides descriptions of each attribute. Attribute Name Type Manufacturer Description (Required) Type the name of the IP phone. (Required) Type the type of IP phone Workstation or Stand-alone Phone. For Interaction SIP Station phones: Type Workstation. (Stand-alone Phone is not supported). (Required) Type the IP phone manufacturer. Currently, the supported manufacturers are AudioCodes, ININ (Interactive Intelligence), and Polycom. CSV List Import 17

Attribute Model Proxy Group Extension Identification Address Label Description (Required) Type the phone model based on the manufacturer. If the manufacturer is Polycom: Type the Polycom phone model. If the manufacturer is ININ: If the manufacturer is ININ, type Soft Phone or Interaction SIP Station. If the manufacturer is AudioCodes: Type the AudioCodes phone model. Type the Registration (Proxy) Group to be used with the managed IP phone template for this IP phone. If this value is left blank, Managed IP Phone Assistant will fill in the default Registration Group. Type the primary appearance extension number for this IP phone. When this value is left blank, it will remain blank in Managed IP Phone Assistant. If you know the IP address for this IP phone ahead of time, type the SIP connection address in the form of sip:xxx@[ipaddress]:[portnumber], e.g., sip:320@172.17.238.68:5060. If you do not know the IP address, leave this value blank. It will be filled in when the phone registers with the IC Server following provisioning. (Polycom only) Type the label that will be used for the primary appearance of this IP phone and the associated SIP station. Typical values for label are the station extension or the user s extension (in the case where one user will almost always be using the station). When this value is left blank, Managed IP Phone Assistant will fill in the Name attribute (IP phone name). CSV List Import 18

Attribute Address Description If you know the address for this IP phone ahead of time, type: For Polycom phones: The MAC address of the IP phone. Polycom addresses start with 00:04:f2. For SIP Soft Phones: The full computer name for the IP phone. To make sure you get the full computer name, navigate to My Computer.Properties.Computer Name and note the Full Computer Name. For example: PattyJ.acme.com. For Interaction SIP Station phones: The MAC address of the IP phone. Interaction SIP Station MAC addresses start with 00.26.fd. For AudioCodes phones: The MAC address of the IP phone. AudioCodes addresses start with 00:90:8f. If you do not know the address ahead of time: For Polycom phones: You must manually provision using the provisioning IVR. For SIP Soft Phones: You must manually provision using the SIP Soft Phone Provisioning wizard. For Interaction SIP Station phones: The Interaction SIP Station cannot be provisioned through the provisioning IVR. If the MAC address was not known at the time the CSV list is created, the MAC address must be manually entered for each Interaction SIP Station in the Interaction Administrator Managed IP Phone container before the corresponding phone is set up and booted. For AudioCodes phones: You must manually provision using the provisioning IVR. 2. When you have completed entering the IP phone information, save the file, selecting.csv as the file type. The following message may appear when saving the CSV Managed IP Phone list: Click Yes to continue Ignore this message and click Yes. The message explains that some of the macros in the Excel file cannot be preserved in the resulting CSV file. You will not need those macros when Managed IP Phone Assistant imports the file. CSV List Import 19

3. Here is an example of the resulting CSV Managed IP Phone List-TMM.csv file as it appears in Excel: CSV Managed IP Phone List-TMM.csv in Excel When the CSV file is opened in a text editor, the IP phone information is separated by commas, with one IP phone listed per line. CSV Managed IP Phone List-TMM.csv in Notepad 4. If you have not already done so, download your CSV Managed IP Phone list- TMM.csv file to a secure location on the IC Server. Create managed IP phones with Managed IP Phone Assistant The Managed IP Phone Assistant guides you through the process of creating multiple managed IP phones and associated SIP stations from an imported CSV Managed IP Phone list. Note: We recommend that you run the Managed IP Phone Assistant outside of your core business hours because the procedure requires significant server resources. To create managed IP phones with Managed IP Phone Assistant 1. In the Managed IP Phones container, right-click in the right pane and select Managed IP Phone Assistant from the Context menu. Select Managed IP Phone Assistant 2. The Managed IP Phone Assistant Welcome screen appears. Click Next. CSV List Import 20

Managed IP Phone Assistant Welcome screen 3. If you are running Managed IP Phone Assistant after business hours, click Yes to proceed past the warning message. Run the Managed IP Phone Assistant after business hours 4. The Add Managed IP Phones screen appears. Managed IP Phone Assistant - Add Managed IP Phones screen Select Create managed IP phones from a.csv file. CSV List Import 21

5. The Create Managed IP Phones from a CSV file screen appears. Managed IP Phone Assistant Create Managed Phones from a CSV List screen Browse to the location of your CSV Managed IP Phone List.cvs file(s) on the IC Server. Select the.csv file you wish to import and click Next. Managed IP Phone Assistant - Import Managed IP Phones from a CSV List The assistant will warn you if it encounters errors while parsing the CSV file, providing an Errors button on the dialog. Click Errors to view the status of the errors and a description: Warning error: Managed IP Phone Assistant cannot verify one or more values. You can continue with the import, but some of those values will not be imported. Severe error: Managed IP Phone Assistant detects no columns or the file could not be opened. You cannot continue with the import. CSV List Import 22

6. If you imported a CSV list based on type, manufacturer, and model (CSV Managed IP Phone List-TMM.csv), the Access Control screen appears. Managed IP Phone Assistant Access Control Select the dial plan classifications for the managed IP phones and station appearances in the CSV file. For more information, click Help (?). Note: This screen does not appear if you imported a CSV list based on template, because the dial plan classifications are already defined in the template. 7. The Saving Managed IP Phones screen appears. Managed IP Phone Assistant Saving managed IP phones Click Commit Changes to save the imported managed IP phones. Click Back to make changes. CSV List Import 23

8. If you imported a CSV list based on type, manufacturer, and model (CSV Managed IP Phone List-TMM.csv), the Station Appearances Licenses screen appears. Managed IP Phone Assistant Station Appearance Licenses A Basic Station license is assigned by default to SIP stations associated with managed IP phones. If needed, assign Client Access licenses, ACD Access licenses, and/or add-on licenses. For more information, click Help (?). Note: This screen does not appear if you imported a CSV list based on template, because the station appearance licensing is already defined in the template. 9. After clicking Commit Changes, the assistant prepares the managed IP phones and applies licenses. The following message may appear if total count of licenses is exceeded: Some or all licenses could not be allocated to each station appearance. If this message appears, click Review to display the errors and make the necessary changes in the Interaction Administrator License Allocation container. 10. The Completed the Managed IP Phone Assistant screen appears. Click Finish. 11. When the Managed IP Phone Assistant has completed, the new managed IP phones appear in the Managed IP Phones container. New managed IP phones in Managed IP Phones container The new managed IP phones will have a Status of "Not registered". Their status will become Up-to-date on the phones next SIP registration. If you did not supply the Address attribute for one or more managed IP phones in your CSV Managed IP Phone list, they will have a status of Not provisioned. Their status will become Up-to-date once you provision them using the Polycom phone, SIP Soft Phone, or AudioCodes provisioning IVR, or for Interaction SIP Station by manually entering the MAC CSV List Import 24

address for each Interaction SIP Station in Interaction Administrator before the corresponding phone is set up and booted. 12. As part of creating managed IP phones, the associated SIP station appearances created on those IP phones appear in the Stations container. Associated SIP stations and Station Configuration for a selected SIP station in Stations Container The SIP stations associated with managed IP phones are of the type Managed Workstation or Managed Stand-alone Phone. If needed, you can assign Client Access licenses, ACD Access licenses, and add-on licenses to users in the Licensing tab now, or in the Licenses Allocation container. For more information, see the IC Managed IP Phones Administrator s Guide and Interaction Administration help. Create users by importing a CSV list In this section: Create a CSV User list Default Roles Import a CSV User list in Setup Assistant Import a CSV User list in Add Users Assistant in Interaction Administrator Create a User CSV List To create a CSV user list: CSV List Import 25

1. Open a copy of CSV User List.xls and enter the attributes in the appropriate in the appropriate columns. The attributes you can specify for a user in a CSV user list are included in the following table: User Attributes and Descriptions Table Attribute User Name First name Last Name Display Name Extension DID Password Network ID Mailbox Description Type a unique user name. That name must be registered as a valid network account and e-mail user account before the user can receive calls on the CIC system. Type the user's first name. Type the user's last name. Type the name to display on voicemails and faxes from this user. This information is also used for the Voice-Mail Only messaging account (if Interaction Message Store (Voice Mail Only) was chosen for this IC Server.) Type the user s extension. Type the user s Direct Inward Dialing number. This is the number a caller would dial to call this user directly to bypass the autoattendant. Some users may not have a DID. If you type a user password here, it will be used. If you do not type a user password here, the assistant will automatically generate one. You will have an opportunity at the end of the import to view those passwords, and to copy them to a document for distribution. Caution: Keep these passwords confidential by keeping track of the password report presented at the completion. Type the unique identifier for the user's computer workstation. Also include the name of the domain. For example: AcmeDomain\RogerDPC. Type the e-mail address known by the mail provider, with an SMTP: prefix, for example: SMTP:ictwin@twin.local If the mail provider is Interaction Message Store (Voicemail only), no mailbox is needed. Instead, type FBMC in this column. The assistant will automatically assign a Voice Mail address. CSV List Import 26

Attribute Roles Description Type the role that users should be assigned. It must be one of the following roles: Administrator Agent Business User Operator Billable-Time User Supervisor Mobile Office User These roles each have certain associated dialing privileges, such as Long Distance calling and Emergency dialing. See Default Roles for more information. IC Setup Assistant automatically assigns the Operator Role to the default Company Operator. Note You can add additional roles. IC Setup Assistant will create the role in Directory Services, but no permissions will be assigned to that role. After the IC installation, you can assign the permissions in the Interaction Administrator Roles container. Workgroups Station Name OCS Type the names of the workgroups the user should belong to. After the CIC installation, you can further define the workgroups in the Interaction Administrator Workgroups container. IC Setup Assistant creates a default Company Operator workgroup. All users are automatically assigned to the Company Operator workgroup. You can modify this for each user later in Interaction Administrator. Type the user s station name. This should be a computer of the user running a CIC client. The assistant uses this information to assign the correct IC station account (whose name must be identical.) Type Yes to enable the user for PC to PC communications only for Office Communications Server, which disables Enterprise Voice and PBX integrated settings. If left blank <null>, the system disables OCS integration for the user. After you import the CSV user list, you can change the values and add more users in Interaction Administrator User container, in the User Worksheet. 3. When your additions are complete, save the document on the IC Server if available or another location, selecting.csv as the file type. This creates a Comma Separated Value (CSV) file with all the user information, separated by commas. Only one user is listed per line. Caution: Save the document to a secure location on the IC Server. Most organizations will want to restrict access to this document since it may contain password information. The following message may appear when saving the CSV user list: Ignore this message and click Yes. The message explains that some of the macros in the Excel file cannot be preserved in the resulting CSV file. You will not need those macros when IC Setup Assistant imports the file. You can open the new.csv file in any text editor. CSV List Import 27

Default roles IC Setup Assistant creates seven roles automatically. If you assign these roles to users in your CSV User list, the users are given those roles when IC Setup Assistant creates the user. The following table lists which attributes are automatically assigned to each role. Each user that is a member of a role inherits the security settings for that default role. If a user has multiple roles, that user inherits security settings from multiple roles. Notes: Any user that is not assigned a role will automatically be assigned the Business User rule. A user named Operator is always created and always assigned the role of Operator. Other users can also be assigned the Operator role if you want them to serve as operators. Option Administrator Supervisor Agent Operator Business User Billable-Time User Mobile Office Show Pickup Button Show Disconnect Button Show Hold Button Show Transfer Button Show Voice Mail Button Show Listen Button Show Record Button Show Pause Button Show Mute Button Show Private Button Show Assistance Button Show Join Button Show Coach Button Customize CIC Client Record Calls Listen in on Calls Private Calls Publish Handlers Manage Handlers Debug Handlers Allow Workgroup Alerts Allow Workgroup Queue Alerts Allow Handler Trigger Alerts Remote Control Trace Configuration Follow Me Account Code Verification IP Phone Provisioning Admin Allow Workgroup Statistics Require Forced CSV List Import 28

Option Administrator Supervisor Agent Operator Business User Billable-Time User Mobile Office Authorization Code Use TIFF for Faxes Allow Video Allow User Defined Telephone Number on Remote Login Allow Persistent Connections Allow Supervisor Message Creation Allow Intercom Chat Allow Monitor Columns Allow to Receive Voicemail X X X X X X X Allow Voicemail Access Via X X X X X X X TUI Allow Fax Access Via TUI X X X X X X X Allow Email Access Via TUI X X X X X X X ACL: Account Codes ACL: Activate Others ACL: Activate Self ACL: Client Buttons ACL: EFAQ ACL: Interaction Files ACL: Interaction Messages ACL: Interaction URLs ACL: Miscellaneous ACL: Modify Attendant Configurations ACL: Modify Line Queue ACL: Modify Station Queue ACL: Modify User Queue ACL: Modify Workgroup Queue ACL: Phone Number Classifications Some Some Some Some Some ACL: Plugins ACL: Response Management ACL: Status Messages - inherited - inherited - inheri ted - inherited - inherited - inherite d ACL: Tables ACL: View Attendant Configuration ACL: View Line Queue ACL: View Optimizer Scheduling Units ACL: View Recorder Categories ACL: View Recorder Questionnaires CSV List Import 29

Option Administrator Supervisor Agent Operator Business User Billable-Time User Mobile Office ACL: View Report ACL: View Station Queue ACL: View User Interaction History ACL: View User Queue ACL: View Workgroup ACL: View Workgroup Queue = All items in the Access Control category are assigned by default. Import a User CSV list in Setup Assistant To import a CSV user list: 1. As part of a new CIC installation, run IC Setup Assistant. For information, see the Installation and Configuration Guide. 2. In the Create the IC User Accounts dialog, select I want to import users from a CSV file and click Next. CSV List Import 30

3. The Import Users from a CSV User List dialog appears. If you have not already done so, download the CSV user list file to a secure location on the IC Server. Browse to the location of the CSV file on the IC Server and click Next. IC Setup Assistant will warn you if it encounters errors while parsing the CSV file, providing an Errors button on the dialog. Click Errors to view the status of the errors and a description: Warning error: IC Setup Assistant cannot verify one or more values. You can continue with the import, but some of those values will not be imported. Severe error: IC Setup Assistant detects no columns or the file could not be opened. You cannot continue with the import. Correct the errors in the CSV file and continue with the import. Review User Attribute Descriptions in this document. 4. The Configure the IC User Accounts dialog appears, populated with the user information from the CSV file. IC Setup Assistant automatically adds the required user accounts IC Administrator and the default Company Operator. CSV List Import 31

If you wish to make modifications to user entries at this time, click Add Users Assistant, and select Skip the search to make changes to the imported users in the User Worksheet. Import a CSV User list in Add Users Assistant in Interaction Administrator The section describes how to import a CSV User list in Add Users Assistant postinstallation in the Interaction Administrator Users container in Interaction Administrator. 1. Select the Users container, right-click in the right pane, and select User Assistant and Worksheet ). User Assistant and Worksheet The Add Users Assistant Welcome dialog appears. Add Users Assistant Welcome CSV List Import 32

2. On the Welcome dialog, select Search for new users and click Next. The Search Options dialog appears. Add Users Assistant Search Options 3. Select Import users from a CSV user list, and click Next. The Import Users from a CSV User List dialog appears. Add Users Assistant Import Users from a CSV User List If you have not already done so, download the CSV user list file to a secure location on the IC Server. 4. Browse to the location of the CSV file on the IC Server and click Next. Add Users Assistant will warn you if it encounters errors while parsing the CSV file, providing an Errors button on the dialog. Click Errors to view the status of the errors and a description: Warning error: Add Users Assistant cannot verify one or more values. You can continue with the import, but some of those values will not be imported. CSV List Import 33

Severe error: Add Users Assistant detects no columns or the file could not be opened. You cannot continue with the import. Correct the errors in the CSV file and click Next to continue with the import. (For information about CSV user file attributes, see the User Attributes and Descriptions table in this document.) 5. The Set Extensions for IC User Accounts dialog appears. Add Users Assistant - Set Extensions for IC User Accounts You can choose to automatically create user extensions, or skip the assignment and use the imported extensions. Click Next to continue. 6. The Set Passwords for IC User Accounts dialog appears. Add Users Assistant - Set Passwords for IC User Accounts For security reasons, it is recommended to use the Set Password feature after the user import, although you can choose to assign a single password for each new user. Click Next to continue. 7. The Preview Import Results dialog appears. CSV List Import 34

Add Users Assistant - Preview Import Results Review the results of the imported CSV user list. Click Next to continue. 8. The Completing the Add Users Assistant dialog appears. The Add Users Assistant CSV import is complete. Click Finish to review the imported users. 9. The User Worksheet appears. User Worksheet Use the User Worksheet to add more users, modify user attributes or delete users. Make changes directly in the worksheet, or select the user attribute then use the shortcut icons. When you are finished save your changes by selecting Save and Close from the File menu. You may also run the Add Users Assistant again. CSV List Import 35

Change Log The following changes have been made to this document since it was distributed for CIC 4.0. Change Date Updated all screen shots and removed note about required licenses. May 2012 Updated Create CSV Managed IP Phone list(s) for AudioCodes phones, available in IC 4.0 SU 5. Updated documentation to reflect changes required in the transition from version 4.0 SU# to CIC 2015 R1, such as updates to product version numbers, system requirements, installation procedures, references to Interactive Intelligence Product Information site URLs, and copyright and trademark information. Updated documentation to reflect rebranding and the removal of Interaction Client.NET Edition in CIC 2016 R1. 1-27-14 8-12-14 9-4-15 CSV List Import 36