Cisco Cisco Unified CRM Connector 10.5 User Guide
personalization elements are in the top part, the bottom part is restricted to
system administrators.
system administrators.
Contact Center
Figure 1-4: Contact Center Layout shows the layout of the Contact Center
within the Microsoft CRM window. The contact center is divided into two
major parts consisting of four functional areas, each providing important
information and features. Figure 1-5: Contact Center Detailshows a closer
detail of the Contact Center and its two major parts, the Contact Controller
at the top and the Contact Data at the bottom.
within the Microsoft CRM window. The contact center is divided into two
major parts consisting of four functional areas, each providing important
information and features. Figure 1-5: Contact Center Detailshows a closer
detail of the Contact Center and its two major parts, the Contact Controller
at the top and the Contact Data at the bottom.
Figure 1-4: Contact Center Layout
The Contact Controller
The top third of the Contact Center page, made up of functional areas one
(1), two (2) and three (3) is a contact controller. It allows you to perform
work session and call control actions, as well as view important
information about your current calls.
(1), two (2) and three (3) is a contact controller. It allows you to perform
work session and call control actions, as well as view important
information about your current calls.
NOTE: The information and control context in the contact controller
stays synchronized with your phone. At any time you may use either
your telephone or the contact control to view and control calls, and to
change your ACD work state.
stays synchronized with your phone. At any time you may use either
your telephone or the contact control to view and control calls, and to
change your ACD work state.
Area 1: Agent State (work mode)
Agent State shows your current work mode and allows you to
change work modes. Use this to log into and out of the ACD, set
your work mode, and select reason codes if you are required to
enter a not ready reason.
change work modes. Use this to log into and out of the ACD, set
your work mode, and select reason codes if you are required to
enter a not ready reason.
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