Cisco Cisco Unified CRM Connector 8.0 User Guide

 

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 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.   

 

The “screen pop” is one of the major productivity features of the Cisco 
Contact Center.  It populates the Contact Data based on call information 
by searching on specific call data contents, such as the customer phone 
number (ANI), or standard Microsoft CRM customer information:  the 
contact, the account, the campaign or the case.   

If a match is found the contact information is added to the CTI Contact 
line.  If the Contact Data is clear, there is no populated record, you will 
receive a screen pop when you answer the call.  If there is already an open 
record in the Contact Data, you may execute the screen pop later, by first 
clearing the Contact Data record and then selecting the contact and using 
the Load button. 

If no match is found, two links are added to the CTI Contact line, a new 
record link and a search link.  You may use these either to create a new 
record within the Contact Data or to open the standard Microsoft search 
form to search for the contact.  The created or found record will be 
associated with the call. 

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