CIC IntHandlerDevelopment ClassManual Student 121416

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Instructivo de Handlers interactive
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  www.inin.com/education©2017, Interactive Intelligence, Inc. 4.0 072914 INTERACTION CENTER HANDLER DEVELOPMENT CLASS MANUAL  ii © 2017, Interactive Intelligence, Inc. 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 “Spirograph” 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 ©1997-2017 Interactive Intelligence, Inc. All rights reserved.Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ©2000-2017 Interactive Intelligence, Inc. All rights reserved.Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2001-2017 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 ©2002-2017 Interactive Intelligence, Inc. All rights reserved.Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2004-2017 Interactive Intelligence, Inc. All rights reserved. Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2005-2017 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 ©2006-2017 Interactive Intelligence, Inc. All rights reserved. Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2007-2017 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 ©2009-2017 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 ©2010-2017 Interactive Intelligence, Inc. All rights reserved.Spotability is a trademark of Interactive Intelligence, Inc. ©2011-2017. 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 ©2012-2017 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 ©2013-2017 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 ©2013-2017 Interactive Intelligence, Inc. All rights reserved.  iii © 2017, Interactive Intelligence, Inc. Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2014-2017 Interactive Intelligence, Inc. All rights reserved.The veryPDF product is ©2000-2017 veryPDF, Inc. All rights reserved.This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) 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 http://wpflocalization.codeplex.com.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 and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies.DISCLAIMERINTERACTIVE 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 AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE. Interactive Intelligence, Inc. 7601 Interactive WayIndianapolis, Indiana 46278Telephone/Fax (317) 872-3000www.ININ.com  iv © 2017, Interactive Intelligence, Inc. Chapter 1: The Development Environment Module 1.1 – Handler Success 1-02 Chapter 2: Handler Basics Module 2.1 – Defining Handlers 2-02Module 2.2 – Object, Attributes, Events, and Initiators 2-06 Module 2.3 – Building Handlers 2-16Module 2.4 - Working with Basic Tools 2-30Module 2.5 - Debugging Handlers 2-35Module 2.6 - Dependency Viewer 2-43Module 2.7 - Working with Subroutines 2-45Module 2.8 - Working with Expressions 2-56 Chapter 3: Default Handlers Module 3.1 – Outbound Calls 3-02Module 3.2 – Incoming Calls 3-07 Chapter 4: Interaction Attendant Module 4.1 – Call Processing and Interaction Attendant 4-02 Chapter 5: Customizing the System Module 5.1 – Customizing Handlers 5-02Module 5.2 – Custom ACD Processing 5-06Module 5.3 – Database Tools 5-25Module 5.4 – Prompt Libraries 5-44 Chapter 6: Troubleshooting Module 6.1 – Troubleshooting 6-02  Appendix A: Handler Tools Module A.1 – Handler Tools A-02  Appendix B: Handler Pre-Class Materials Module B.1 – Interaction Center Platform Overview B-02Module B.2 – Interaction Center Architecture B-03Module B.3 – Terminology B-06Module B.4 – Introduction to Interaction Designer B-13 TABLE OF CONTENTS
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