Cisco Cisco Unified CRM Connector 10.5 User Guide
Figure 2-9: Record Management Controls
CLEAR: Clear
the CONTACT
DATA record.
LOAD: Read
the current
contact
record into
EXPAND:
Open record
in another
Screen Pop Process
The “screen pop” is one of the major productivity features of the Cisco
Contact Center. It populates the Contact Data based on call information
by searching on specific call data contents, such as the customer phone
number (ANI), or standard Microsoft CRM customer information: the
contact, the account, the campaign or the case.
Contact Center. It populates the Contact Data based on call information
by searching on specific call data contents, such as the customer phone
number (ANI), or standard Microsoft CRM customer information: the
contact, the account, the campaign or the case.
If a match is found the contact information is added to the CTI Contact
line.
line.
If the Contact Data is clear, there is no populated record, you will receive a
screen pop when you answer the call.
screen pop when you answer the call.
u will receive a
screen pop when you answer the call.
If there is already an open record in the Contact Data, you may execute the
screen pop later, by first clearing the Contact Data record and then
selecting the contact and using the Load button.
screen pop later, by first clearing the Contact Data record and then
selecting the contact and using the Load button.
If there is already an open record in the Contact Data, you may execute the
screen pop later, by first clearing the Contact Data record and then
selecting the contact and using the Load button.
screen pop later, by first clearing the Contact Data record and then
selecting the contact and using the Load button.
If no match is found, two links are added to the CTI Contact line, a new
record link and a search link. You may use these either to create a new
record within the Contact Data or to open the standard Microsoft search
form to search for the contact. The created or found record will be
associated with the call.
record link and a search link. You may use these either to create a new
record within the Contact Data or to open the standard Microsoft search
form to search for the contact. The created or found record will be
associated with the call.
If no match is found, two links are added to the CTI Contact line, a new
record link and a search link. You may use these either to create a new
record within the Contact Data or to open the standard Microsoft search
form to search for the contact. The created or found record will be
associated with the call.
record link and a search link. You may use these either to create a new
record within the Contact Data or to open the standard Microsoft search
form to search for the contact. The created or found record will be
associated with the call.
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