Cisco Cisco Unified CRM Connector 8.5 User Guide

 

This user’s guide explains how to use the Cisco Contact Center “add-in” to 
Microsoft CRM. 

This guide is intended for Microsoft CRM agents, trainers and others who 
need to know the features and use of the Cisco Contact Center pane.  

This chapter provides quick background on the Cisco Contact Center and 
how it will help improve your customer contacts.  It explains some of the 
new buttons and screens you will see when you log into Microsoft CRM 
after the Contact Center is installed and what the Contact Center does. 

This chapter explains how to work within the Contact Center.  It explains 
how to login to your ACD account and how to receive, place and manage 
phone calls.   

This chapter explains personalization of the Cisco Contact Center to 
support hot seating, add contacts to the favorites list and set the size of the 
recent contacts lists.  

 

For information on obtaining documentation, obtaining support, providing 
documentation feedback, security guidelines, and also recommended 
aliases and general Cisco documents, see the monthly What’s New in 
Cisco Product Documentation, which also lists all new and revised Cisco 
technical documentation, at: 

 5