Cisco Cisco Unified CRM Connector 8.0 User Guide
Figure 1-4 shows the layout of the Contact Center within the Microsoft
CRM window. The contact center is divided into two major parts
consisting of four functional areas, each providing important information
and features. Figure 1-5 shows a closer detail of the Contact Center and its
two major parts, the Contact Controller at the top and the Contact Data at
the bottom.
CRM window. The contact center is divided into two major parts
consisting of four functional areas, each providing important information
and features. Figure 1-5 shows a closer detail of the Contact Center and its
two major parts, the Contact Controller at the top and the Contact Data at
the bottom.
The Contact Controller
The top third of the Contact Center page, made up of functional areas one
(1), two (2) and three (3) is a contact controller. It allows you to perform
work session and call control actions, as well as view important
information about your current calls.
(1), two (2) and three (3) is a contact controller. It allows you to perform
work session and call control actions, as well as view important
information about your current calls.
NOTE: The information and control context in the contact controller
stays synchronized with your phone. At any time you may use either
your telephone or the contact control to view and control calls, and to
change your ACD work state.
stays synchronized with your phone. At any time you may use either
your telephone or the contact control to view and control calls, and to
change your ACD work state.
Area 1: Agent State (work mode)
Agent State shows your current work mode and allows you to
change work modes. Use this to log into and out of the ACD, set
your work mode, and select reason codes if you are required to
enter a not ready reason.
change work modes. Use this to log into and out of the ACD, set
your work mode, and select reason codes if you are required to
enter a not ready reason.
Area 2: Contact Information
Contact Information shows information about phone calls and
customer contacts. Use it to switch between calls and set the
current contact. There will be one line for each phone call. Each
line corresponds to a customer contact and displays the contact
information and call times. The radio buttons on the left select the
current contact. The drop down in the upper right allows you to
create and associate an activity with the current contact.
customer contacts. Use it to switch between calls and set the
current contact. There will be one line for each phone call. Each
line corresponds to a customer contact and displays the contact
information and call times. The radio buttons on the left select the
current contact. The drop down in the upper right allows you to
create and associate an activity with the current contact.
Area 3: Phone Controls
Phone Controls are context sensitive call controls and the favorites
list, the recent contacts list, and a destination box used to enter
outbound phone numbers for dialing, transferring and
conferencing calls.
list, the recent contacts list, and a destination box used to enter
outbound phone numbers for dialing, transferring and
conferencing calls.
The Contact Data
The remaining two-thirds of the Contact Center page is the customer work
area called the Contact Data. It shows the customer record from the last
screen pop. This can only open one customer at a time.
area called the Contact Data. It shows the customer record from the last
screen pop. This can only open one customer at a time.
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