Cisco Cisco Unified CRM Connector 8.5 User Guide
1. INTRODUCTION
Purpose
This user’s guide explains how to use the Cisco Contact Center for
Microsoft CRM 3.0. It introduces the Cisco Contact Center, describes its
component parts, and explains its use and function as an integral part of
Microsoft CRM dedicated to customer contacts.
Microsoft CRM 3.0. It introduces the Cisco Contact Center, describes its
component parts, and explains its use and function as an integral part of
Microsoft CRM dedicated to customer contacts.
What is the Cisco Contact Center?
The Cisco Contact Center is part of the Cisco CRM Adapter for Microsoft
CRM 3.0. It is an extension, or “add-in” to the Microsoft CRM that
provides phone control, agent session management and a screen pop for
inbound customer contacts.
CRM 3.0. It is an extension, or “add-in” to the Microsoft CRM that
provides phone control, agent session management and a screen pop for
inbound customer contacts.
The primary objectives of the Contact Center are to help make your job
simpler, make you more effective and reduce the common mundane tasks
in working and navigating MS CRM.
simpler, make you more effective and reduce the common mundane tasks
in working and navigating MS CRM.
It adds new functions that allow you to control your ACD session and
work mode, to receive, make and control phone calls from within
Microsoft CRM, and to execute a “screen pop” of customer information
when you answer a customer call.
work mode, to receive, make and control phone calls from within
Microsoft CRM, and to execute a “screen pop” of customer information
when you answer a customer call.
New User Interface Components in Microsoft CRM
The Cisco Contact Center introduces a number of new components to
Microsoft CRM. They all share the Microsoft look and feel, but they
extend the features of MS CRM to include contact center call control and
coordinate navigation of customer contacts and CRM business actions.
Microsoft CRM. They all share the Microsoft look and feel, but they
extend the features of MS CRM to include contact center call control and
coordinate navigation of customer contacts and CRM business actions.
• The Cisco Contact Center button on the Wunderbar opens the Cisco
Contact Center pane within the MS CRM Navigation pane.
• Cisco Contact Center pane allows easy navigation to the three
Contact Center workplaces.
• There are three Cisco Contact Center workplaces that form the
core of the Contact Center functions:
o
The Home Page is an embedded web page that may be
customized by your organization.
o
Agent Settings configures the main agent work place, the Contact
Center. It has agent accessible settings to personalize the Contact
Center workplace: to set the current extension for hot seating, add
contact phone numbers to Favorites, and set the size of the recent
contacts list. It also has view-only settings that are configured by
system administrators, to assign the agent’s queues and ACD ID
and password, set screen pop rules and to establish global
Favorites.
Center workplace: to set the current extension for hot seating, add
contact phone numbers to Favorites, and set the size of the recent
contacts list. It also has view-only settings that are configured by
system administrators, to assign the agent’s queues and ACD ID
and password, set screen pop rules and to establish global
Favorites.
o
The Contact Center, the primary workplace adds a channel
controller that features phone and ACD work session management
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