Cisco Cisco Unified CRM Connector 8.0 User Guide
•
“Blind” transfer—directly to another party.
•
Conference—adds participants to a call.
•
Drop Party—drop a participant from a conference call.
o
Multiple Call Controls—acts on two calls at once:
•
Swap—between held and active calls
•
Reconnect—drop the active call and retrieve held call from
hold.
hold.
Note: Multiple call controls require two lines or multiple line
appearance. These controls are most commonly used while
transferring calls or setting up a conference, but can be used
whenever there are two calls present.
appearance. These controls are most commonly used while
transferring calls or setting up a conference, but can be used
whenever there are two calls present.
o
Drop (“hang up”) a call.
Agent Productivity Features
In addition to call control and ACD session control, the Cisco Contact
Center includes a number of productivity tools. These make working
customer contacts easier.
Center includes a number of productivity tools. These make working
customer contacts easier.
• Screen pop: Screen pop opens a contact record into the Contact
Center Contact Data area. It uses call information to look up the
customer in the Microsoft CRM customer records and populate it into
the Contact Center. This supports these screen pop scenarios.
customer in the Microsoft CRM customer records and populate it into
the Contact Center. This supports these screen pop scenarios.
o
Screen pop on in-coming or answered calls. Executes an
automatic screen pop of a contact record into Contact Data. The
contact is identified based on selected call information such as
contact calling number (ANI) or dial number, or a key customer
associated CRM business object such as a service request, quote or
order.
contact is identified based on selected call information such as
contact calling number (ANI) or dial number, or a key customer
associated CRM business object such as a service request, quote or
order.
o
Launch customer search; this is used when a customer record
cannot be identified from call data or is not present, or should the
wrong record screen pop.
wrong record screen pop.
o
Deferred or manual screen pop allows agents to receive and
answer a new call while working on an open record within Contact
Data. This allows agents to finish after call work and still handle
an inbound ACD call or to answer a direct dialed call while
working with a customer. After finishing with the first record, the
agent selects the new contact and presses the Contact Data “Load”
button to execute the screen pop.
Data. This allows agents to finish after call work and still handle
an inbound ACD call or to answer a direct dialed call while
working with a customer. After finishing with the first record, the
agent selects the new contact and presses the Contact Data “Load”
button to execute the screen pop.
• Multiple Contacts: Multi-line / multi-appearance manages more
than one phone call at the same time. This allows agents to switch
between calls.
between calls.
• Contact Information: displays key information about each call and
its associated contact.
o
Contact information displays the contact’s name, title, and type
(whether a customer or a fellow agent).
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