Cisco Cisco Unified CRM Connector 8.5 User Guide

Cisco

Set Not Ready......................................................................................... 29

Set Not Ready with Reason .................................................................... 29

Check Session Settings .......................................................................... 29

Handling Phone Calls Step-by-Step .......................................................... 30

Answer Call ............................................................................................. 30

Place a call.............................................................................................. 30

Hang up a call ......................................................................................... 31

Place call on hold .................................................................................... 31

Retrieve a call from hold ......................................................................... 31

Transfer & Conference calls ................................................................... 31

Conference.............................................................................................. 32

Swap Calls .............................................................................................. 32

Reconnect ............................................................................................... 33

Select a favorite call ................................................................................ 33

View & select recent contacts ................................................................. 33

Handling Contacts Step-by-Step................................................................ 34

View Contact Information ........................................................................ 34

Select Current Contact............................................................................ 34

Receive a screen pop. ............................................................................ 35

Open Contact in CRM Window ............................................................... 36

End Contact ............................................................................................ 36

Personalize Agent Settings Step-by-Step................................................. 37

Navigating to Personalizations................................................................ 38

Change Extension................................................................................... 38

Set Auto-Clear......................................................................................... 38

Set Recent Contact List Size .................................................................. 38

Manage Favorites ................................................................................... 38

4