Cisco Cisco Unified CRM Connector 10.0 Betriebsanweisung
2. This becomes the current contact. All
context sensitive call controls apply to this
contact.
contact.
There are four (4) screen pop scenarios.
•
The standard screen pop. The customer is
identified from call data and there is no open
record in the Contact Data.
identified from call data and there is no open
record in the Contact Data.
•
The customer is not identified from call data.
In this case you may either:
In this case you may either:
Create a new contact.
Search for an existing contact.
•
There is an open record in Contact Data.
Receive a screen
pop.
pop.
New Contact and Search links on the CTI Contact
line.
line.
The standard screen pop occurs on an inbound
call automatically when there is no record in the
Contact Data and the customer is identified from
the call data search criteria.
call automatically when there is no record in the
Contact Data and the customer is identified from
the call data search criteria.
Standard Screen
Pop
1. Answer the call.
2. Call data is populated into Contact Data.
3. Contact is the current contact.
2. Call data is populated into Contact Data.
3. Contact is the current contact.
Search for Contact
1. Answer the call.
2. Click on the search link on the CTI Contact
2. Click on the search link on the CTI Contact
line.
3. This opens a standard MS CRM search form.
4. User the search form to find the customer
4. User the search form to find the customer
contact.
5. When the search is complete, the contact will
be associated with the call.
6. Press the Load button on the Contact Data to
open the contact record.
Add a New Contact
1. Answer the call.
2. Click on the create contact link on the CTI
2. Click on the create contact link on the CTI
Contact line.
3. This opens a create contact record.
Clear and Load
If a record is already open in the Contact Data
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