I wanted to know more about this so I sent a mail to the vendor:
From: Peter Florijn
Subject: Integration between your product CIC and AD
In your product whitepaper you are stating that your product integrates with MS Active Directory. Can you give me some more info on that subject. A tight integration is an essential requirement for my company. I need to know in more detail how this integration is performed.
I received the following answer:
Thank you in showing interest in our product. Please find the following information regarding Directory Integration:
The Interaction Center platform runs in a Windows 2000 or 2003 domainenvironment. The Interaction Center Platform requires a great deal of configuration information regarding users, workgroups, queues, and other items. Instead of creating its own proprietary store of such configurationinformation, the Interaction Center Platform leverages the considerable power of enterprise directories that support the LDAP standard.
LDAP stands for lightweight directory access protocol and is employed by virtually every major enterprise directory including Microsoft ActiveDirectory, Novell NDS/e-Directory, and iPlanet Directory Server. Instead of maintaining its own list of users with their phone numbers,access rights, etc., the Interaction Center Platform makes use of information already stored in a given enterprise directory. It even extends the chosen directory by adding specific attributes (e.g., phone extension, skills, etc.) that it requires. Similarly, the Interaction Center Platform uses the chosen directory as the repository for information about workgroups (e.g., members, access rights), queues, phone lines, reports, and other concepts. This use of an enterprise directory for the storage of information has a number of important advantages, including:
* Location independence - The same configuration information isavailable from any server running components of the Interaction CenterPlatform. For example, an employee based in New York can travel to the Los Angeles office, log into the corporate communications system, and have exactly the same rights and capabilities.
* Scalability - Enterprise directories such as those from Microsoft,Novell, and Sun can easily scale to handle hundreds of thousands or evenmillions of users and other objects.
* Replication - Popular directory products such as those mentioned above have builtin replication capabilities that allow them to copy critical information to different machines to increase reliability and performance. If one server is temporarily unavailable, the Interaction Center Platform can access directory information stored in another server.Reliance on an enterprise directory is increasingly viewed as a requirement for welldesigned software. If you have any questions please do not hesitate to contact me.