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Cisco Unified CRM Connector 10.5
User Guide
Cisco Cisco Unified CRM Connector 10.5 User Guide
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Table Of Contents
Cisco Adapter for Microsoft CRM 3.0 User’s Guide ...................1
Release 1.0(0).................................................................................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 .................................................................................... 12
2.
Working in the Cisco Contact Center ...................................14
Purpose ........................................................................................................ 14
Controlling your session ............................................................................ 14
Controlling your session ............................................................................ 15
Log into the ACD..................................................................................... 15
Log into the ACD..................................................................................... 16
Check your phone and session settings. ................................................ 16
Check your phone and session settings. ................................................ 17
Set Work Mode ....................................................................................... 18
Set Reason Code.................................................................................... 19
Managing your contacts ............................................................................. 20
Call Controls Overview............................................................................ 20
CTI Contacts Overview ........................................................................... 24
Contact Data Overview ........................................................................... 26
Screen Pop Process ............................................................................... 27
3.
Using the Cisco Contact Center pane step-by-step ............28
Purpose ........................................................................................................ 28
Session and Work Mode Control Step-By-Step ....................................... 28
Log into ACD........................................................................................... 29
Log out of ACD........................................................................................ 29
Set Ready ............................................................................................... 29
Set Work Ready ...................................................................................... 29
Set Work Not Ready ............................................................................... 29
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