Cisco Cisco Unified CRM Connector 7.5 User Guide
contact with the CTI Contact radio button makes it the current contact. All
channel controls and actions apply to the current contact. For example in
Figure 2-7 Sergei is the active call but Marsha is the current contact. The
only active phone controls would be
channel controls and actions apply to the current contact. For example in
Figure 2-7 Sergei is the active call but Marsha is the current contact. The
only active phone controls would be
R
ETRIEVE
,
A
LTERNATE AND
R
ECONNECT
and any activity would apply to Marsha’s customer record and call.
The CTI Contact Areas
There are six areas in the CTI Contact section. Four display important
information; two perform actions.
information; two perform actions.
Contact Selection radio buttons (1)
Use the radio button to select and make a CTI Contact the current contact
when you use the channel controller. All channel controls and the
activities performed in the controller apply to the current contact.
when you use the channel controller. All channel controls and the
activities performed in the controller apply to the current contact.
Contact Phone Number (2)
This is the number the contact is calling from. This may be referred to as
the ANI (automatic number identification). It is passed into the channel
controller as part of the call information from the ACD.
the ANI (automatic number identification). It is passed into the channel
controller as part of the call information from the ACD.
Contact Information (3)
This identifies the contact type and who is the contact, their name and title.
This tells you whether the contact is a customer or another employee, who
they are and their title. In
This tells you whether the contact is a customer or another employee, who
they are and their title. In
, Sergei is a user and Marsha is a
contact.
Figure 2-7
The contact’s name is an URL that links to the customer record in MS
CRM. Clicking on the user’s name URL will open the customer contact
record in the Contact Data section.
CRM. Clicking on the user’s name URL will open the customer contact
record in the Contact Data section.
When the contact is not found in MS CRM from the call information, there
will be two URLs in this area: One to perform a search and a second to
create a new contact.
will be two URLs in this area: One to perform a search and a second to
create a new contact.
Contact Types: There are two contact types, users and contacts or
customers). Users are represented by the “head” icon (
customers). Users are represented by the “head” icon (
) and contacts are
represented by a rolodex card icon (
).
Call state and duration (4).
This tells you which call is active and the call duration.
DNIS – dialed number information service (5).
This is the phone number the customer called into. Companies often
publish numbers for a specific purpose, e.g., sales or support. The DNIS
can tell you why the customer is calling.
publish numbers for a specific purpose, e.g., sales or support. The DNIS
can tell you why the customer is calling.
Create New Activity (6).
This lets you create a new activity for the current contact. The activity is
associated with the customer’s record and can be used to associate the
phone call record with the customer in Microsoft CRM.
associated with the customer’s record and can be used to associate the
phone call record with the customer in Microsoft CRM.
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