Cisco Cisco Unified CRM Connector 10.5 User Guide
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Handling Contacts Step-by-Step
Where is it? The CTI Contacts is across the top Contact
Controller, to the right of the Agent State controls.
Controller, to the right of the Agent State controls.
What does it do? CTI Contact shows information about present
contacts and their phone calls. Use it to select a contact to make it
the current contact.
contacts and their phone calls. Use it to select a contact to make it
the current contact.
What does it look like? See Figure 3-4: CTI Contact layout
Select Contact—
Make Current
Make Current
Contact
ANI:
contact’s
phone
contact’s
phone
number
Contact
information
Contact times and
call state.
DNIS: Phone
number
called by
number
called by
contact.
Add Activity to
Contact
Figure 3-4: CTI Contact layout
View Contact
Information
Information
There is one CTI Contact line for each phone call,
including consultative calls. The CTI Contact line
shows information about the customer contact on
the call and the current phone call state:
•
including consultative calls. The CTI Contact line
shows information about the customer contact on
the call and the current phone call state:
•
ANI: the contact’s calling number.
•
Description:
Contact type: “customer” or user (agent).
Contact link: A link to the contact record. If
the contact is not identified by a screen pop
or search, this will show both a search and a
new contact link.
the contact is not identified by a screen pop
or search, this will show both a search and a
new contact link.
Contact title.
•
Call state and times: shows the current call
state as well as total call time.
state as well as total call time.
•
DNIS: Number the customer dial into; this
informs why the customer called.
informs why the customer called.
Select a contact using the radio buttons at the
start of the line.
Selecting a contact makes it the current contact.
All Call Controls and all activities and screen pop
actions are associated with the current contact.
start of the line.
Selecting a contact makes it the current contact.
All Call Controls and all activities and screen pop
actions are associated with the current contact.
Select Current
Contact
Contact
1. Select the radio button at the start of the
contact line.