Cisco Cisco Unified CRM Connector 7.5 User Guide

 

Contact data is the standard customer record pane; you may navigate to 
any accessible Microsoft form.  Work in the Contact Data section as you 
would any other Microsoft Windows function.  There are two 
distinguishing differences: 

•  The form is CTI enabled to allow screen pop and coordinated 

navigation with the Call Controller functions. 

•  To prevent an incoming call from over-writing on-going work, there 

are three special contact record management buttons in the upper right 
corner.  These are highlighted in 

 and 

described below in 

. 

Figure 2-8:  Contact Data

Figure 2-9:  Record Management Controls

Standard MS CRM 

navigation controls

Customer record 
w/ standard

Record 
management

 

Use the contact record management buttons to control the contents of the 
Contact Data record.  When you finish work, save it and use the 

CLEAR 

button to clear the current record contents for the next screen pop.   

The load button allows you to load the current contact record information.  
And the expand button allows you to open a new window with the 
customer record. 

Warning:  If you navigate to work in another Microsoft CRM window 
you must return to the Cisco Contact Center to manage your phone call 
and Contact Data.  Other panes cannot display the contract controls or 
execute a screen pop. 

Note:  Your supervisor may configure you for “Auto Clear.”  This clears 
your contact record when you end the contact.   

 29