Cisco Cisco Unified CRM Connector 8.0 User Guide

Cisco

Table Of Contents

Cisco Adapter for Microsoft CRM User’s Guide .........................1

Release 1.1(1).................................................................................1

Introduction ..............................................................................6

Purpose .......................................................................................................... 6

What is the Cisco Contact Center?.............................................................. 6

What does the Cisco Contact Center Do? .................................................. 7

Parts of the Cisco Contact Center ............................................................... 9

The Contact Controller ............................................................................ 12

The Contact Data .................................................................................... 13

Working in the Cisco Contact Center ...................................15

Purpose ........................................................................................................ 15

Controlling your session ............................................................................ 16

Log into the ACD..................................................................................... 17

Check your phone and session settings. ................................................ 18

Set Work Mode ....................................................................................... 19

Set Reason Code.................................................................................... 20

Managing your contacts ............................................................................. 21

Call Controls Overview............................................................................ 21

CTI Contacts Overview ........................................................................... 26

Contact Data Overview ........................................................................... 29

Screen Pop Process ............................................................................... 30

Using the Cisco Contact Center pane step-by-step ............31

Purpose ........................................................................................................ 31

Session and Work Mode Control Step-By-Step ....................................... 31

Log into ACD........................................................................................... 32

Log out of ACD........................................................................................ 32

Set Ready ............................................................................................... 32

Set Work Ready ...................................................................................... 32

Set Work Not Ready ............................................................................... 32

Set Not Ready......................................................................................... 32

Set Not Ready with Reason .................................................................... 32

Check Session Settings .......................................................................... 32

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