FAQ
Account & access
How do I get access to the portal?
Your CIC contact (or your company's account owner) invites you. You'll receive an email — click the link to set your password. See Signing In.
I can't find my invitation email
Check your spam folder. If it's truly missing, ask your CIC contact to resend it.
I forgot my password
Click "Forgot your password?" at portal.cicops.ai/users/sign_in (opens in a new tab) or go directly to /users/password/new (opens in a new tab). Enter your email and follow the link in the reset email.
I lost my 2FA device
You can use one of the recovery codes you saved when you set up 2FA. If you didn't save them, contact your CIC admin to disable 2FA on your account so you can reset it. See Security (admin).
How do I add another person from my team?
If you're a customer with member-management permission, see Your Team. Otherwise, ask a supervisor or admin.
Calls and recordings
Why can't I see calls from yesterday?
The Five9 sync runs every 15 minutes during the day, with a daily backfill at 00:03. Recent calls usually appear within 15 minutes. If they're still missing after an hour, contact support.
Why won't a recording play?
The audio file may not have been moved from Five9 to S3 yet — this happens every 15 minutes. Wait and retry. If still missing after an hour, ask support to investigate.
Why are some calls missing dispositions?
A disposition is the outcome tag agents apply after a call. It's possible for a call to land in the system before its disposition is set. Filter by "With empty disposition" to see only those.
How do I export my calls?
Open Calls (opens in a new tab), apply any filters, click Export CSV. The export queues up; download from File Exports (opens in a new tab). See CSV Exports.
Billing
When am I billed?
Usage-based billing runs on the schedule in your contract — typically monthly. Stripe sends an invoice; if you have a payment method on file, it charges automatically.
Why didn't my card get charged?
Either the invoice hasn't reached its due date yet, or the charge failed. Check Invoices (opens in a new tab) for the status. If past-due, update your payment method.
How do I update my card?
Open your Company (opens in a new tab) page, find the Payment methods section, click Add payment method, set the new card as default. See Your Billing.
Why is my invoice for an organization, not my company?
Your company is part of a parent organization that bills consolidated. The organization's billing administrator handles payment.
Notifications
Why am I getting too many notifications?
Open Settings (opens in a new tab) and toggle off the notification types you don't care about. See Notifications.
Why am I not getting notifications I want?
Two checks: (1) is the notification type enabled in your Settings? (2) Is your email correct in your profile? Email notifications go to the address on your profile, not necessarily the one you log in with.
Playbook
Can I edit my playbook?
Maybe — depends on your role and permissions. If the Edit button is visible on the playbook page, yes. If not, work with your CIC contact. See Your Playbook.
Can I see the playbook from a year ago?
Yes. The playbook keeps full version history. Click into the version list to read any prior version.
API and integrations
Does the portal have an API?
Yes — a small read-only REST API under /api/v1. See API. Coordinate with your CIC contact to get OAuth credentials.
Can I get webhooks for real-time events?
Not yet. It's on the wishlist — file a request through your CIC contact.
Other
What does "ANI" / "DNIS" / "disposition" mean?
See the Glossary for these and other terms.
How is the portal different from Five9?
Five9 is the call-center platform CIC's agents use to handle inbound calls. The portal is your view of what those agents did on your behalf — call records, recordings, dashboards, billing. You don't log into Five9.
Where do I report a bug or request a feature?
Through your CIC contact. They'll triage and route to the portal team.
Next
- Troubleshooting — symptom-first lookup for issues
- Contact — who to reach by issue type