Cisco Cisco Unified CRM Connector 7.5 User Guide

 

This chapter describes how to perform the key functions of your work day 
using the Cisco Contact Center.  It is broken into three sections that 
describe the core functional capabilities of the Cisco Contact Center pane. 

•  Controlling You Sessions describes how to log into and out of the 

ACD and set your work mode. 

•  Managing Your Contacts explains how to navigate customer 

interactions, controlling your phone call with the call controls while 
working customer transactions within the Contact Data. 

•  Screen Pop Process explains how to receive a screen pop of the 

caller’s customer record into the Contact Data. 

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