Cisco Cisco Unified CRM Connector 10.5 User Guide

 

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There are four (4) screen pop scenarios. 

•  The standard screen pop.  The customer is identified 

from call data and there is no open record in the 
Contact Data. 

•  The customer is not identified from call data.  In this case 

you may either: 
ƒ  Create a new contact. 
ƒ  Search for an existing contact. 

•  There is an open record in Contact Data. 

New Contact and Search links on the CTI Contact line. 

 

The standard screen pop occurs on an inbound call 
automatically when there is no record in the Contact Data 

and the customer is identified from the call data search 
criteria. 

1.  Answer the call. 
2.  Call data is populated into Contact Data. 
3.  Contact is the current contact. 

1.  Answer the call. 
2.  Click on the search link on the CTI Contact line. 
3.  This opens a standard MS CRM search form.  
4.  User the search form to find the customer contact. 
5.  When the search is complete, the contact will be 

associated with the call. 

6.  Press the Load button on the Contact Data to open the 

contact record. 

1.  Answer the call. 
2.  Click on the create contact link on the CTI Contact line. 
3.  This opens a create contact record. 

If a record is already open in the Contact Data you will 
need to clear the record and load the contact record.  This 

protects you from losing work; otherwise the automatic 
screen pop would over-write the current Contact Data 

record. 

1.  Finish any outstanding work and save the Contact Data 

record. 

2.  Press the Clear button on the Contact Data to clear the 

open record. 

3.  Select and make the contact the current contact. 
4.  Press the Load button on Contact Data to open the 

record.