Cisco Cisco Unified CRM Connector 8.5 User Guide
Managing your contacts
This section describes how to manage contacts and calls with the Contact
Controller.
Controller.
Error! Reference source not found. shows the call management controls
and contact information. CTI Contact (area 2) shows information about
active calls. Call Controls (area 3) allow you to control calls.
and contact information. CTI Contact (area 2) shows information about
active calls. Call Controls (area 3) allow you to control calls.
This section is divided into two parts. The first part provides an overview
to the functions and information in the CTI Contact and the Call Controls.
The second section covers specific call handling scenarios, answering a
call, placing a call on hold, etc.
to the functions and information in the CTI Contact and the Call Controls.
The second section covers specific call handling scenarios, answering a
call, placing a call on hold, etc.
Call Controls Overview
Use the Call Controls to control phone calls and perform the same call
functions you would on your telephone (or softphone).
functions you would on your telephone (or softphone).
Using Call Controls you can:
• Answer an incoming call
• Place an outgoing call.
• Place calls on hold and retrieve them from hold.
• Transfer calls
• Conference calls
• Hang up calls
• Place an outgoing call.
• Place calls on hold and retrieve them from hold.
• Transfer calls
• Conference calls
• Hang up calls
The Call Controls also include four special controls that simplify making
calls.
calls.
• Favorites. Use Favorites to select a pre-entered “quick dial” number.
Favorites displays both the phone number and contact name.
Selecting a favorite populates the Destination box with the phone
number.
Selecting a favorite populates the Destination box with the phone
number.
• Recent Contacts. Use Recent Contacts to view a list of your recent
contacts. Selecting a Recent Contact populates the Destination box
with the phone number so you may call back a recent contact.
with the phone number so you may call back a recent contact.
• Directory. Use the Directory to search Microsoft CRM customer
records, Accounts, Contacts, Leads and Users (other agents). There
are several directory search and view options that allow you quickly
to find the customer record and then select one of their phone
numbers. This populates the Destination box with the selected
customer’s number. The directory is accessed through the search
button to the right of the Destination text box.
are several directory search and view options that allow you quickly
to find the customer record and then select one of their phone
numbers. This populates the Destination box with the selected
customer’s number. The directory is accessed through the search
button to the right of the Destination text box.
• Destination. Use Destination text box to enter a phone number to
dial when placing a call and when transferring or conferencing a call.
Selecting a recent contact or a favorite or customer record from the
Directory adds the phone number into the Destination text box. You
Selecting a recent contact or a favorite or customer record from the
Directory adds the phone number into the Destination text box. You
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