Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.ININ.com 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)
Transcript
Interactive Intelligence Inc 7601 Interactive Way
Indianapolis Indiana 46278 TelephoneFax (317) 872-3000
This document how create multiple ldquonon-managedrdquo 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)
CSV List Import 2
Copyright and Trademark information Interactive Intelligence Interactive Intelligence Customer Interaction Center Interaction Administrator Interaction Attendant Interaction Client Interaction Designer Interaction Tracker Interaction Recorder Interaction Mobile Office Interaction Center Platform Interaction Monitor Interaction Optimizer and the ldquoSpirographrdquo logo design are registered trademarks of Interactive Intelligence Inc Customer Interaction Center EIC Interaction Fax Viewer Interaction Server ION Interaction Voicemail Player Interactive Update Interaction Supervisor Interaction Migrator and Interaction Screen Recorder are trademarks of Interactive Intelligence Inc The foregoing products are copy1997-2015 Interactive Intelligence Inc All rights reserved Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence Inc The foregoing products are copy2000-2015 Interactive Intelligence Inc All rights reserved Messaging Interaction Center and MIC are trademarks of Interactive Intelligence Inc The foregoing products are copy2001-2015 Interactive Intelligence Inc All rights reserved Interaction Director is a registered trademark of Interactive Intelligence Inc e-FAQ Knowledge Manager and Interaction Marquee are trademarks of Interactive Intelligence Inc The foregoing products are copy2002-2015 Interactive Intelligence Inc All rights reserved Interaction Conference is a trademark of Interactive Intelligence Inc The foregoing products are copy2004-2015 Interactive Intelligence Inc All rights reserved Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence Inc The foregoing products are copy2005-2015 Interactive Intelligence Inc All rights reserved Interaction Gateway is a registered trademark of Interactive Intelligence Inc Interaction Media Server is a trademark of Interactive Intelligence Inc The foregoing products are copy2006-2015 Interactive Intelligence Inc All rights reserved Interaction Desktop is a trademark of Interactive Intelligence Inc The foregoing products are copy2007-2015 Interactive Intelligence Inc All rights reserved Interaction Process Automation Deliberately Innovative Interaction Feedback and Interaction SIP Station are registered trademarks of Interactive Intelligence Inc The foregoing products are copy2009-2015 Interactive Intelligence Inc All rights reserved Interaction Analyzer is a registered trademark of Interactive Intelligence Inc Interaction Web Portal and IPA are trademarks of Interactive Intelligence Inc The foregoing products are copy2010-2015 Interactive Intelligence Inc All rights reserved Spotability is a trademark of Interactive Intelligence Inc copy2011-2015 All rights reserved Interaction Edge CaaS Quick Spin Interactive Intelligence Marketplace Interaction SIP Bridge and Interaction Mobilizer are registered trademarks of Interactive Intelligence Inc Interactive Intelligence Communications as a Service and Interactive Intelligence CaaS are trademarks or service marks of Interactive Intelligence Inc The foregoing products are copy2012-2015 Interactive Intelligence Inc All rights reserved Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence Inc Bay Bridge Decisions and Interaction Script Builder are trademarks of Interactive Intelligence Inc The foregoing products are copy2013-2015 Interactive Intelligence Inc All rights reserved Interaction Collector is a registered trademark of Interactive Intelligence Inc Interaction Decisions is a trademark of Interactive Intelligence Inc The foregoing products are copy2013-2015 Interactive Intelligence Inc All rights reserved Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence Inc The foregoing products are copy2014-2015 Interactive Intelligence Inc All rights reserved The veryPDF product is copy2000-2015 veryPDF Inc All rights reserved This product includes software licensed under the Common Development and Distribution License (6242009) We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6242009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer The source code for the included software may be found at httpwpflocalizationcodeplexcom A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn Bhd (HDSB) All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws No warranty is provided that the Databases are free of defects or fit for a particular purpose HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases Other brand andor product names referenced in this document are the trademarks or registered trademarks of their respective companies
DISCLAIMER INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY INDEMNIFICATION OR OTHERWISE FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION ANDOR MODIFICATION IS DONE USING INTERACTIVE TOOLS TRAINING OR METHODS DOCUMENTED BY INTERACTIVE
Interactive Intelligence Inc 7601 Interactive Way Indianapolis Indiana 46278 TelephoneFax (317) 872-3000 wwwININcom
CSV List Import 3
Table of Contents Introduction 4
Location of sample CSV list files on the 2015 R1 or later iso file 4
Create ldquonon-managedrdquo 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 4
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 bull Create multiple ldquonon-managedrdquo SIP stations by importing a CSV list containing
SIP station information in Add Stations Assistant in IC Setup Assistant or Interaction Administrator
bull 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
bull 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 ldquoAssistantrdquo 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 FilesCSV 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 FilesCSV 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 5
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
You can create multiple ldquonon-managedrdquo SIP stations by importing a CSV list containing SIP station information in Add Stations Assistant in either IC Setup Assistant or Interaction Administrator
Notes
bull For Polycom phones we recommend that you create managed IP phones However you may choose to leave your Polycom phones as ldquonon-managedrdquo SIP stations With non-managed Polycom phones managers must maintain separate Polycom phone configuration files
bull Examples of ldquonon-managedrdquo SIP stations are IP phones other than Polycom such as Astra or Cisco stand-alone fax machines and remote stations
In this section
bull Create a SIP Station CSV list
bull 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 Listxls and enter the attributes in the appropriate
columns for the SIP stations you wish to create
CSV SIP Station Listxls
The following table provides descriptions of each attribute Attribute Description
Name Type the station name (required)
Type Workstation phone or fax
Extension Type unique extension number for this SIP station
Identification Address Type the identification address for this SIP station
Connection Address Type the SIP address used to call this SIP station
Manufacturer Type the manufacturer of the phone for this SIP station Possible values are Polycom Cisco Generic or free text entry
Model Type the specific type of phone model made by the phone manufacturer
CSV List Import 6
Attribute Description
MAC Address Type the MAC address of this phone
Machine Name 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 7
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 8
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 bull 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 bull 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
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 9
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 ndash 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 ndash Saving Station Data
CSV List Import 10
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 ndash Station Licenses
The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation bull All stations require a Basic Station License in order to receive audio (A non-audio
station may be used for non-audio interactions) bull Remote stations must be assigned a Basic Station license bull A Standalone Fax and Standalone Phone must be assigned a Basic Station license bull 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 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 2
Copyright and Trademark information Interactive Intelligence Interactive Intelligence Customer Interaction Center Interaction Administrator Interaction Attendant Interaction Client Interaction Designer Interaction Tracker Interaction Recorder Interaction Mobile Office Interaction Center Platform Interaction Monitor Interaction Optimizer and the ldquoSpirographrdquo logo design are registered trademarks of Interactive Intelligence Inc Customer Interaction Center EIC Interaction Fax Viewer Interaction Server ION Interaction Voicemail Player Interactive Update Interaction Supervisor Interaction Migrator and Interaction Screen Recorder are trademarks of Interactive Intelligence Inc The foregoing products are copy1997-2015 Interactive Intelligence Inc All rights reserved Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence Inc The foregoing products are copy2000-2015 Interactive Intelligence Inc All rights reserved Messaging Interaction Center and MIC are trademarks of Interactive Intelligence Inc The foregoing products are copy2001-2015 Interactive Intelligence Inc All rights reserved Interaction Director is a registered trademark of Interactive Intelligence Inc e-FAQ Knowledge Manager and Interaction Marquee are trademarks of Interactive Intelligence Inc The foregoing products are copy2002-2015 Interactive Intelligence Inc All rights reserved Interaction Conference is a trademark of Interactive Intelligence Inc The foregoing products are copy2004-2015 Interactive Intelligence Inc All rights reserved Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence Inc The foregoing products are copy2005-2015 Interactive Intelligence Inc All rights reserved Interaction Gateway is a registered trademark of Interactive Intelligence Inc Interaction Media Server is a trademark of Interactive Intelligence Inc The foregoing products are copy2006-2015 Interactive Intelligence Inc All rights reserved Interaction Desktop is a trademark of Interactive Intelligence Inc The foregoing products are copy2007-2015 Interactive Intelligence Inc All rights reserved Interaction Process Automation Deliberately Innovative Interaction Feedback and Interaction SIP Station are registered trademarks of Interactive Intelligence Inc The foregoing products are copy2009-2015 Interactive Intelligence Inc All rights reserved Interaction Analyzer is a registered trademark of Interactive Intelligence Inc Interaction Web Portal and IPA are trademarks of Interactive Intelligence Inc The foregoing products are copy2010-2015 Interactive Intelligence Inc All rights reserved Spotability is a trademark of Interactive Intelligence Inc copy2011-2015 All rights reserved Interaction Edge CaaS Quick Spin Interactive Intelligence Marketplace Interaction SIP Bridge and Interaction Mobilizer are registered trademarks of Interactive Intelligence Inc Interactive Intelligence Communications as a Service and Interactive Intelligence CaaS are trademarks or service marks of Interactive Intelligence Inc The foregoing products are copy2012-2015 Interactive Intelligence Inc All rights reserved Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence Inc Bay Bridge Decisions and Interaction Script Builder are trademarks of Interactive Intelligence Inc The foregoing products are copy2013-2015 Interactive Intelligence Inc All rights reserved Interaction Collector is a registered trademark of Interactive Intelligence Inc Interaction Decisions is a trademark of Interactive Intelligence Inc The foregoing products are copy2013-2015 Interactive Intelligence Inc All rights reserved Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence Inc The foregoing products are copy2014-2015 Interactive Intelligence Inc All rights reserved The veryPDF product is copy2000-2015 veryPDF Inc All rights reserved This product includes software licensed under the Common Development and Distribution License (6242009) We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6242009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer The source code for the included software may be found at httpwpflocalizationcodeplexcom A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn Bhd (HDSB) All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws No warranty is provided that the Databases are free of defects or fit for a particular purpose HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases Other brand andor product names referenced in this document are the trademarks or registered trademarks of their respective companies
DISCLAIMER INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY INDEMNIFICATION OR OTHERWISE FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION ANDOR MODIFICATION IS DONE USING INTERACTIVE TOOLS TRAINING OR METHODS DOCUMENTED BY INTERACTIVE
Interactive Intelligence Inc 7601 Interactive Way Indianapolis Indiana 46278 TelephoneFax (317) 872-3000 wwwININcom
CSV List Import 3
Table of Contents Introduction 4
Location of sample CSV list files on the 2015 R1 or later iso file 4
Create ldquonon-managedrdquo 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 4
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 bull Create multiple ldquonon-managedrdquo SIP stations by importing a CSV list containing
SIP station information in Add Stations Assistant in IC Setup Assistant or Interaction Administrator
bull 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
bull 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 ldquoAssistantrdquo 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 FilesCSV 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 FilesCSV 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 5
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
You can create multiple ldquonon-managedrdquo SIP stations by importing a CSV list containing SIP station information in Add Stations Assistant in either IC Setup Assistant or Interaction Administrator
Notes
bull For Polycom phones we recommend that you create managed IP phones However you may choose to leave your Polycom phones as ldquonon-managedrdquo SIP stations With non-managed Polycom phones managers must maintain separate Polycom phone configuration files
bull Examples of ldquonon-managedrdquo SIP stations are IP phones other than Polycom such as Astra or Cisco stand-alone fax machines and remote stations
In this section
bull Create a SIP Station CSV list
bull 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 Listxls and enter the attributes in the appropriate
columns for the SIP stations you wish to create
CSV SIP Station Listxls
The following table provides descriptions of each attribute Attribute Description
Name Type the station name (required)
Type Workstation phone or fax
Extension Type unique extension number for this SIP station
Identification Address Type the identification address for this SIP station
Connection Address Type the SIP address used to call this SIP station
Manufacturer Type the manufacturer of the phone for this SIP station Possible values are Polycom Cisco Generic or free text entry
Model Type the specific type of phone model made by the phone manufacturer
CSV List Import 6
Attribute Description
MAC Address Type the MAC address of this phone
Machine Name 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 7
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 8
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 bull 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 bull 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
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 9
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 ndash 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 ndash Saving Station Data
CSV List Import 10
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 ndash Station Licenses
The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation bull All stations require a Basic Station License in order to receive audio (A non-audio
station may be used for non-audio interactions) bull Remote stations must be assigned a Basic Station license bull A Standalone Fax and Standalone Phone must be assigned a Basic Station license bull 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 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 3
Table of Contents Introduction 4
Location of sample CSV list files on the 2015 R1 or later iso file 4
Create ldquonon-managedrdquo 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 4
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 bull Create multiple ldquonon-managedrdquo SIP stations by importing a CSV list containing
SIP station information in Add Stations Assistant in IC Setup Assistant or Interaction Administrator
bull 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
bull 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 ldquoAssistantrdquo 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 FilesCSV 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 FilesCSV 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 5
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
You can create multiple ldquonon-managedrdquo SIP stations by importing a CSV list containing SIP station information in Add Stations Assistant in either IC Setup Assistant or Interaction Administrator
Notes
bull For Polycom phones we recommend that you create managed IP phones However you may choose to leave your Polycom phones as ldquonon-managedrdquo SIP stations With non-managed Polycom phones managers must maintain separate Polycom phone configuration files
bull Examples of ldquonon-managedrdquo SIP stations are IP phones other than Polycom such as Astra or Cisco stand-alone fax machines and remote stations
In this section
bull Create a SIP Station CSV list
bull 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 Listxls and enter the attributes in the appropriate
columns for the SIP stations you wish to create
CSV SIP Station Listxls
The following table provides descriptions of each attribute Attribute Description
Name Type the station name (required)
Type Workstation phone or fax
Extension Type unique extension number for this SIP station
Identification Address Type the identification address for this SIP station
Connection Address Type the SIP address used to call this SIP station
Manufacturer Type the manufacturer of the phone for this SIP station Possible values are Polycom Cisco Generic or free text entry
Model Type the specific type of phone model made by the phone manufacturer
CSV List Import 6
Attribute Description
MAC Address Type the MAC address of this phone
Machine Name 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 7
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 8
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 bull 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 bull 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
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 9
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 ndash 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 ndash Saving Station Data
CSV List Import 10
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 ndash Station Licenses
The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation bull All stations require a Basic Station License in order to receive audio (A non-audio
station may be used for non-audio interactions) bull Remote stations must be assigned a Basic Station license bull A Standalone Fax and Standalone Phone must be assigned a Basic Station license bull 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 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 4
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 bull Create multiple ldquonon-managedrdquo SIP stations by importing a CSV list containing
SIP station information in Add Stations Assistant in IC Setup Assistant or Interaction Administrator
bull 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
bull 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 ldquoAssistantrdquo 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 FilesCSV 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 FilesCSV 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 5
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
You can create multiple ldquonon-managedrdquo SIP stations by importing a CSV list containing SIP station information in Add Stations Assistant in either IC Setup Assistant or Interaction Administrator
Notes
bull For Polycom phones we recommend that you create managed IP phones However you may choose to leave your Polycom phones as ldquonon-managedrdquo SIP stations With non-managed Polycom phones managers must maintain separate Polycom phone configuration files
bull Examples of ldquonon-managedrdquo SIP stations are IP phones other than Polycom such as Astra or Cisco stand-alone fax machines and remote stations
In this section
bull Create a SIP Station CSV list
bull 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 Listxls and enter the attributes in the appropriate
columns for the SIP stations you wish to create
CSV SIP Station Listxls
The following table provides descriptions of each attribute Attribute Description
Name Type the station name (required)
Type Workstation phone or fax
Extension Type unique extension number for this SIP station
Identification Address Type the identification address for this SIP station
Connection Address Type the SIP address used to call this SIP station
Manufacturer Type the manufacturer of the phone for this SIP station Possible values are Polycom Cisco Generic or free text entry
Model Type the specific type of phone model made by the phone manufacturer
CSV List Import 6
Attribute Description
MAC Address Type the MAC address of this phone
Machine Name 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 7
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 8
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 bull 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 bull 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
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 9
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 ndash 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 ndash Saving Station Data
CSV List Import 10
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 ndash Station Licenses
The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation bull All stations require a Basic Station License in order to receive audio (A non-audio
station may be used for non-audio interactions) bull Remote stations must be assigned a Basic Station license bull A Standalone Fax and Standalone Phone must be assigned a Basic Station license bull 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 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 5
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
You can create multiple ldquonon-managedrdquo SIP stations by importing a CSV list containing SIP station information in Add Stations Assistant in either IC Setup Assistant or Interaction Administrator
Notes
bull For Polycom phones we recommend that you create managed IP phones However you may choose to leave your Polycom phones as ldquonon-managedrdquo SIP stations With non-managed Polycom phones managers must maintain separate Polycom phone configuration files
bull Examples of ldquonon-managedrdquo SIP stations are IP phones other than Polycom such as Astra or Cisco stand-alone fax machines and remote stations
In this section
bull Create a SIP Station CSV list
bull 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 Listxls and enter the attributes in the appropriate
columns for the SIP stations you wish to create
CSV SIP Station Listxls
The following table provides descriptions of each attribute Attribute Description
Name Type the station name (required)
Type Workstation phone or fax
Extension Type unique extension number for this SIP station
Identification Address Type the identification address for this SIP station
Connection Address Type the SIP address used to call this SIP station
Manufacturer Type the manufacturer of the phone for this SIP station Possible values are Polycom Cisco Generic or free text entry
Model Type the specific type of phone model made by the phone manufacturer
CSV List Import 6
Attribute Description
MAC Address Type the MAC address of this phone
Machine Name 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 7
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 8
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 bull 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 bull 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
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 9
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 ndash 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 ndash Saving Station Data
CSV List Import 10
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 ndash Station Licenses
The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation bull All stations require a Basic Station License in order to receive audio (A non-audio
station may be used for non-audio interactions) bull Remote stations must be assigned a Basic Station license bull A Standalone Fax and Standalone Phone must be assigned a Basic Station license bull 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 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 6
Attribute Description
MAC Address Type the MAC address of this phone
Machine Name 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 7
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 8
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 bull 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 bull 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
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 9
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 ndash 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 ndash Saving Station Data
CSV List Import 10
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 ndash Station Licenses
The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation bull All stations require a Basic Station License in order to receive audio (A non-audio
station may be used for non-audio interactions) bull Remote stations must be assigned a Basic Station license bull A Standalone Fax and Standalone Phone must be assigned a Basic Station license bull 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 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 7
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 8
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 bull 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 bull 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
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 9
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 ndash 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 ndash Saving Station Data
CSV List Import 10
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 ndash Station Licenses
The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation bull All stations require a Basic Station License in order to receive audio (A non-audio
station may be used for non-audio interactions) bull Remote stations must be assigned a Basic Station license bull A Standalone Fax and Standalone Phone must be assigned a Basic Station license bull 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 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 8
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 bull 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 bull 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
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 9
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 ndash 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 ndash Saving Station Data
CSV List Import 10
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 ndash Station Licenses
The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation bull All stations require a Basic Station License in order to receive audio (A non-audio
station may be used for non-audio interactions) bull Remote stations must be assigned a Basic Station license bull A Standalone Fax and Standalone Phone must be assigned a Basic Station license bull 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 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 9
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 ndash 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 ndash Saving Station Data
CSV List Import 10
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 ndash Station Licenses
The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation bull All stations require a Basic Station License in order to receive audio (A non-audio
station may be used for non-audio interactions) bull Remote stations must be assigned a Basic Station license bull A Standalone Fax and Standalone Phone must be assigned a Basic Station license bull 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 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 10
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 ndash Station Licenses
The Basic Station license enables station audio for a phone device or for the soft phone on a client workstation bull All stations require a Basic Station License in order to receive audio (A non-audio
station may be used for non-audio interactions) bull Remote stations must be assigned a Basic Station license bull A Standalone Fax and Standalone Phone must be assigned a Basic Station license bull 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 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 11
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 andor 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 Administratorrsquos 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 bull The CIC system has Polycom phones (perhaps a variety of Polycom models) SIP Soft Phones
Interaction SIP Station phones and AudioCodes phones bull The CIC system has IP phones in a variety of locations bull The audio stream on certain IP phones will be unencrypted using RTP and others will be
encrypted using SRTP bull 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 IP335rsquos but is not needed for the other three phones
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 12
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 Newhellip from the Context menu
Select Newhellip 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 bull Name Type the name of the new managed IP phone template bull Type Select the type of IP phone for this template ndash Workstation or Stand-alone Phone The
default is Workstation Note For Interaction SIP Station phones select Workstation (Stand-alone Phone is not supported)
bull 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
bull 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 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 13
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 ldquoAdvanced Configurationrdquo 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 PhoneshellipTemplates
The new template in the Managed IP Phones container
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 14
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 bull 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
-andor- bull 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 FilesCSV Lists directory on the iso file share directory bull CSV Managed IP Phone List-Templatecsv and CSV Managed IP Phone List-Templatexlsx bull CSV Managed IP Phone List-TMMcsv and CSV Managed IP Phone List-TMMxlsx
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-Templatexlsx 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-Templatexlsx
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Template (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
Proxy Group 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 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 15
Attribute Description
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 16
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 17
3 Here is an example of the resulting CSV Managed IP Phone Listcsv file as it appears in Excel
CSV Managed IP Phone List-Templatecsv 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-Templatecsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-Templatecsv 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-TMMxlsx 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-TMMxls
The following table provides descriptions of each attribute
Attribute Description
Name (Required) Type the name of the IP phone
Type (Required) Type the type of IP phone ndash Workstation or Stand-alone Phone For Interaction SIP Station phones Type Workstation (Stand-alone Phone is not supported)
Manufacturer (Required) Type the IP phone manufacturer Currently the supported manufacturers are AudioCodes ININ (Interactive Intelligence) and Polycom
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 18
Attribute Description
Model (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
Proxy Group 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
Extension 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
Identification Address
If you know the IP address for this IP phone ahead of time type the SIP connection address in the form of sipxxx[IPaddress][portnumber] eg sip32017217238685060 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
Label (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 ldquolabelrdquo are the station extension or the userrsquos 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 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 19
Attribute Description
Address 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 0004f2 For SIP Soft Phones The full computer name for the IP phone To make sure you get the full computer name navigate to My ComputerhellipPropertieshellipComputer Name and note the Full Computer Name For example PattyJacmecom For Interaction SIP Station phones The MAC address of the IP phone Interaction SIP Station MAC addresses start with 0026fd For AudioCodes phones The MAC address of the IP phone AudioCodes addresses start with 00908f 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 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 20
3 Here is an example of the resulting CSV Managed IP Phone List-TMMcsv file as it appears in Excel
CSV Managed IP Phone List-TMMcsv 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-TMMcsv in Notepad
4 If you have not already done so download your CSV Managed IP Phone list-TMMcsv 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 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 21
Managed IP Phone Assistant ndash 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 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 22
5 The Create Managed IP Phones from a CSV file screen appears
Managed IP Phone Assistant ndash Create Managed Phones from a CSV List screen
Browse to the location of your CSV Managed IP Phone Listcvs 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 bull 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 bull 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 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 23
6 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Access Control screen appears
Managed IP Phone Assistant ndash 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 ndash Saving managed IP phones
Click Commit Changes to save the imported managed IP phones Click Back to make changes
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 24
8 If you imported a CSV list based on type manufacturer and model (CSV Managed IP Phone List-TMMcsv) the Station Appearances Licenses screen appears
Managed IP Phone Assistant ndash 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 andor 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 ldquoSome or all licenses could not be allocated to each station appearancerdquo 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
bull The new managed IP phones will have a Status of Not registered Their status will become ldquoUp-to-daterdquo on the phonesrsquo next SIP registration
bull 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 ldquoNot provisionedrdquo Their status will become ldquoUp-to-daterdquo 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 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 25
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 Administratorrsquos Guide and Interaction Administration help
Create users by importing a CSV list In this section
bull Create a CSV User list
bull Default Roles
bull Import a CSV User list in Setup Assistant
bull 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 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 26
1 Open a copy of CSV User Listxls 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 Description
User Name 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
First name Type the users first name
Last Name Type the users last name
Display 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)
Extension Type the userrsquos extension
DID Type the userrsquos Direct Inward Dialing number This is the number a caller would dial to call this user directly to bypass the auto-attendant Some users may not have a DID
Password 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
Network ID Type the unique identifier for the users computer workstation Also include the name of the domain For example AcmeDomainRogerDPC
Mailbox Type the e-mail address known by the mail provider with an ldquoSMTPrdquo prefix for example SMTPictwintwinlocal If the mail provider is Interaction Message Store (Voicemail only) no mailbox is needed Instead type ldquoFBMCrdquo in this column The assistant will automatically assign a Voice Mail address
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 27
Attribute Description
Roles 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 ldquoDefault Rolesrdquo 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 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
Station Name Type the userrsquos 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)
OCS Typerdquo Yesrdquo 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 ltnullgt 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 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 28
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 bull Any user that is not assigned a role will automatically be assigned the ldquoBusiness Userrdquo rule bull A user named Operator is always created and always assigned the role of ldquoOperatorrdquo Other
users can also be assigned the ldquoOperatorrdquo role if you want them to serve as operators
Option Admin-istrator
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 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 29
Option Admin-istrator
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 TUI X X X X X X X
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 ALL ALL ALL ALL
ACL Activate Others ALL ALL
ACL Activate Self ALL ALL ALL ALL
ACL Client Buttons ALL
ACL EFAQ
ACL Interaction Files
ACL Interaction Messages
ACL Interaction URLs
ACL Miscellaneous
ACL Modify Attendant Configurations
ALL ALL
ACL Modify Line Queue ALL
ACL Modify Station Queue ALL
ACL Modify User Queue ALL ALL
ACL Modify Workgroup Queue
ALL ALL
ACL Phone Number Classifications
Some Some Some Some Some
ACL Plugins
ACL Response Management
ACL Status Messages ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ALL - inherited
ACL Tables
ACL View Attendant Configuration
ALL ALL
ACL View Line Queue ALL
ACL View Optimizer Scheduling Units
ACL View Recorder Categories
ALL ALL
ACL View Recorder Questionnaires
ALL ALL
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 30
Option Admin-istrator
Supervisor Agent Operator Business User
Billable-Time User
Mobile Office
ACL View Report ALL ALL
ACL View Station Queue ALL
ACL View User Interaction History
ALL ALL
ACL View User Queue ALL ALL
ACL View Workgroup
ALL ALL ALL ALL ALL
ACL View Workgroup Queue
ALL ALL
ALL = 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 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 31
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 bull 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 bull 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 ldquoUser Attribute Descriptionsrdquo 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 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 32
If you wish to make modifications to user entries at this time click Add Users Assistanthellip and select Skip the searchhellip 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 post-installation 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 Worksheethellip)
User Assistant and Worksheethellip
The Add Users Assistant Welcome dialog appears
Add Users Assistant ndash Welcome
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 33
2 On the Welcome dialog select Search for new users and click Next The Search Options dialog appears
Add Users Assistant ndash 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 ndash 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 bull 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 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 34
bull 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 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 35
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 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
Change Log
CSV List Import 36
Change Log The following changes have been made to this document since it was distributed for CIC 40
Change Date
Updated all screen shots and removed note about required licenses May 2012
Updated ldquoCreate CSV Managed IP Phone list(s)rdquo for AudioCodes phones available in IC 40 SU 5
1-27-14
Updated documentation to reflect changes required in the transition from version 40 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
8-12-14
Updated documentation to reflect rebranding and the removal of Interaction Client NET Edition in CIC 2016 R1
9-4-15
CSV List Import
Table of Contents
Introduction
Location of sample CSV list files on the 2015 R1 or later iso file
Create ldquonon-managedrdquo SIP Stations by importing a CSV list in Add Stations Assistant
Create a SIP Station CSV list
Import a SIP Station CSV list in Add Stations Assistant
Create managed IP phones and associated SIP stations by importing a CSV list in Managed IP Phone Assistant
Create managed IP phone templates
Create CSV Managed IP Phone list(s)
Create a CSV Managed IP phone-Template list
Create a CSV Managed IP phone-TMM list
Create managed IP phones with Managed IP Phone Assistant
Create users by importing a CSV list
Create a User CSV List
Default roles
Import a User CSV list in Setup Assistant
Import a CSV User list in Add Users Assistant in Interaction Administrator
