Cisco Cisco Unified CRM Connector 10.0 Betriebsanweisung
Managing your contacts
This section describes how to manage contacts and calls with the Contact
Controller.
Controller.
Figure 2-1: Cisco Contact Center workplace shows the call management
controls and contact information. CTI Contact (area 2) shows information
about active calls. Call Controls (area 3) allow you to control calls.
controls and contact information. CTI Contact (area 2) shows information
about active calls. Call Controls (area 3) allow you to control calls.
This section is divided into two parts. The first part provides an overview
to the functions and information in the CTI Contact and the Call Controls.
The second section covers specific call handling scenarios, answering a
call, placing a call on hold, etc.
to the functions and information in the CTI Contact and the Call Controls.
The second section covers specific call handling scenarios, answering a
call, placing a call on hold, etc.
Call Controls Overview
Use the Call Controls to control phone calls and perform the same call
functions you would on your telephone (or softphone).
functions you would on your telephone (or softphone).
Using Call Controls you can:
• Answer an incoming call
• Place an outgoing call.
• Place calls on hold and retrieve them from hold.
• Transfer calls
• Conference calls
• Hang up calls
• Place an outgoing call.
• Place calls on hold and retrieve them from hold.
• Transfer calls
• Conference calls
• Hang up calls
The Call Controls also include three special areas that simplify making
calls:
calls:
• Favorites. Use Favorites to select a pre-entered “quick dial” number.
Favorites displays both the phone number and contact name. Your
administrator may assign your favorites or set up global favorites for
the call center, for example to quick dial a queue or a supervisor. You
may set up your own favorites using from the Agent Settings
personalization page.
administrator may assign your favorites or set up global favorites for
the call center, for example to quick dial a queue or a supervisor. You
may set up your own favorites using from the Agent Settings
personalization page.
• Recent Contacts. Use Recent Contacts to view a list of your recent
contacts. You may select a Recent Contact and call them back or
open a recent contact into the Contact Data section to perform
additional work. You may set the “recent contracts size,”—the
number of recent contacts in the list—from the Agent Settings
personalization page; the default is ten (10): your last ten contacts.
open a recent contact into the Contact Data section to perform
additional work. You may set the “recent contracts size,”—the
number of recent contacts in the list—from the Agent Settings
personalization page; the default is ten (10): your last ten contacts.
• Destination. Use Destination to enter a phone number to dial when
placing a call and when transferring or conferencing a call. Selecting
a recent contact or a favorite adds the phone number into the
Destination text box. The Destination box includes a search button
(to the right) that searches MS CRM for contacts and populates the
Destination box with the phone number. You may also enter a dial
string, an unformatted string of numbers to dial: 7035551212.
a recent contact or a favorite adds the phone number into the
Destination text box. The Destination box includes a search button
(to the right) that searches MS CRM for contacts and populates the
Destination box with the phone number. You may also enter a dial
string, an unformatted string of numbers to dial: 7035551212.
20