Cisco Cisco Unified CRM Connector 10.0 User Guide
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Active call information shows information about the current
contact call:
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Call state and times. The controller displays total call times
and the current call state.
and the current call state.
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Caller phone number (ANI).
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Caller dialed number (DNIS).
• Context sensitive call control: guides you by only enabling valid
phone actions based on the current call state.
• Favorites: “speed dial” list of frequently dialed numbers.
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Personal favorites are set by the agent or may be assigned by the
administrator.
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Global favorites are set by the administrator and shared with other
contact center agents.
• Recent Contacts: lists recent interactions and allows agents to open
the customer contact record or callback the customer.
• Directory and manual dialing: allows you to place a call by
selecting a phone number for an MS CRM contact or account or to
enter any phone number.
enter any phone number.
• Activity: allows you to record an interaction activity for the active
customer contact.
• Manage contact record: protects after call work or current work
when a second call arrives before the first call is completed.
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Load contact record to execute a delayed or manual screen pop or
to re-open the contact record after clearing it.
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Clear contact record
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Expand (detail) contact record: launch another Microsoft CRM
window to perform special business processes.
• Session information: displays your CRM user name, your phone
extension and ACD ID and queue assignment for the current session.
Personalization Features
Personalization features allow you to set up special settings for your
account.
account.
• Agent extension sets the desk’s phone extension for hot seating.
• Recent contact list size sets the number of recent contacts listed.
• Favorites list you add contacts and phone numbers to the Personal list
• Recent contact list size sets the number of recent contacts listed.
• Favorites list you add contacts and phone numbers to the Personal list
of “speed dial” favorites.
Parts of the Cisco Contact Center
Figure 1-1: Cisco Contact Center Navigation shows the new
components introduced to Microsoft CRM: the Cisco Contact Center
button on the Wunderbar, the Cisco Contact Center pane to the Microsoft
CRM Navigation pane and three new workplaces:
components introduced to Microsoft CRM: the Cisco Contact Center
button on the Wunderbar, the Cisco Contact Center pane to the Microsoft
CRM Navigation pane and three new workplaces:
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