Avoid Unintended: Consequences Coaching for ININ Power Users | CPI's Interactive Intelligence Blog

Avoid Unintended: Consequences Coaching for ININ Power Users

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David Currier

The Interaction Center platform gives users a great degree of flexibility in configuring their personal options. Your power users may configure options for prompts played to callers, remote forward and follow-me features, call timeouts, notification preferences, and more. While this is very powerful, care must be taken when configuring these options to avoid “unintended consequences” – that’s a politically correct way of saying that it is possible to break things… badly.

Here are a couple of examples:

  • Most often, these problems are the result of user error, or a simple lack of understanding. For example: Every few months, I get a report that a user always receives two e-mail messages when a voicemail is left. A quick look at the user’s client configuration shows that the user has turned on voicemail/fax notifications using their business e-mail address. When a voicemail message is left, IC delivers it to the user’s mailbox and then another message is sent to the same mailbox with a notification that a voicemail has just been received. If not read carefully, it can appear to the user that the message was duplicated.
  • In some cases, the “unintended consequence” can be more severe. Let’s say the user sets a voicemail/fax alert to call a telephone number with a notification of a new message received, inputs their direct dial telephone number, and goes home for the weekend. An inbound caller then leaves a voicemail message which is delivered to the user’s inbox. IC places a notification call to the user’s DID and, because the user is not available, the call is sent to voicemail and a messages is again delivered to the user’s inbox. IC dutifully places another notification call, and the cycle continues until the user eventually shows up on Monday morning and answers a notification call… after finding over 5,000 voicemail messages in their e-mail inbox.

It gets worse…
Receiving 5,000 voicemail messages would be annoying, but hardly catastrophic. But keep in mind that while notification preferences are usually set in the Interaction Client, they can also be set remotely. If a significant number of user accounts were compromised and the notification preferences set to call their DID numbers, a malicious party could then leave each user a voicemail message and potentially fill all the phone lines with bogus voicemail notification calls – an effective denial of service attack.

Don’t panic…
Ok, so don’t be afraid to use advanced features just because they involve a certain amount of risk. Rather, be aware of the possible configuration options for a feature and its potential pitfalls or the consequences of different settings.

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