Cisco Cisco Unified CRM Connector 8.0 Betriebsanweisung
2. WORKING IN THE CISCO
CONTACT CENTER
Purpose
This chapter describes how to perform the key functions of your work day
using the Cisco Contact Center. It is broken into three sections that
describe the core functional capabilities of the Cisco Contact Center pane.
using the Cisco Contact Center. It is broken into three sections that
describe the core functional capabilities of the Cisco Contact Center pane.
• Controlling You Sessions describes how to log into and out of the
ACD and set your work mode.
• Managing Your Contacts explains how to navigate customer
interactions, controlling your phone call with the call controls while
working customer transactions within the Contact Data.
working customer transactions within the Contact Data.
• Screen Pop Process explains how to receive a screen pop of the
caller’s customer record into the Contact Data.
Figure 2-1: Contact Center Workplace
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