Cisco Cisco Unified CRM Connector 8.0 User Guide
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Caller phone number (ANI).
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Caller dialed number (DNIS).
• Context sensitive call control: guides you by only enabling valid
phone actions based on the current call state.
• Favorites: “speed dial” list of frequent dialed numbers.
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Personal favorites are set by the agent.
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Assigned favorites are set by the system administrator.
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Global favorites are set by the administrator and shared with other
contact center agents.
• Recent Contacts: lists recent interactions and allows agents to open
the customer contact record or callback the customer.
• Activity: allows you to record an interaction activity for the active
customer contact.
• Manage contact record: protects after call work or current work
when a second call arrives before the first call is completed.
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Load contact record to execute a delayed or manual screen pop or
to re-open the contact record after clearing it.
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Clear contact record
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Expand (detail) contact record: launch another Microsoft CRM
window to perform special business processes.
• Session information: displays your CRM user name, your phone
extension and ACD ID and queue assignment for the current session.
Personalization Features
Personalization features allow you to set up special settings for your
account.
account.
• Agent extension used for hot seating to set the desk’s phone
extension.
• Recent contact list size sets the number of contacts in the drop down
list.
• Favorites list lets you add contacts and phone numbers to the agent’s
list of “speed dial” favorites drop down.
Parts of the Cisco Contact Center
Figure 1-1: Cisco Contact Center Navigation shows the new components
introduced to Microsoft CRM: the Cisco Contact Center button on the
Wunderbar, the Cisco Contact Center pane to the Microsoft CRM 3.0
Navigation pane and three new workplaces:
introduced to Microsoft CRM: the Cisco Contact Center button on the
Wunderbar, the Cisco Contact Center pane to the Microsoft CRM 3.0
Navigation pane and three new workplaces:
• Home Web Page: an embedded web page. Your company can
customize this to present their web page or an agent portal.
• Agent Settings: allows you to personalize your current settings:
favorites and recent contact size, as well as set your extension.
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