Cisco Cisco Unified CRM Connector 7.5 User Guide
The Call Controls are context sensitive: only valid action buttons will be
active based on the state of the current contact phone call. Figure 2-6
shows the Call Controls layout when no calls are present. There are
twelve (12) call control buttons; all are inactive but the NewCalls button.
active based on the state of the current contact phone call. Figure 2-6
shows the Call Controls layout when no calls are present. There are
twelve (12) call control buttons; all are inactive but the NewCalls button.
Table 2-1: Call Control Button Use explains each button’s use, when it is
enabled and the call state before and after the call control is used. Table
2-2: Call State Descriptions and Actions lists the call states, their meaning
and valid actions.
enabled and the call state before and after the call control is used. Table
2-2: Call State Descriptions and Actions lists the call states, their meaning
and valid actions.
Table 2-1: Call Control Button Use
Figure 2-6: Call Control features
Function
Availability
Control Name
Behavior and Use
Call S
fter
tate Before / A
Answers an
Ena
ur
incoming call.
bled while a call rings on yo
phone.
Answer
essing answer answers the ringing call.
Pr
Warning: If you have an active call, you
may need to place it on hold first.
Otherwise you might hang up on the
customer
Warning: If you have an active call, you
may need to place it on hold first.
Otherwise you might hang up on the
customer
Call state:
ALERTING
Place a call on hold
Enabled when the call is active.
Hold
Suspends call.
Call state before:
ACTIVE
Call state after:
HOLD
Destination.
The Nortel queue 3000 is
selected.
selected.
Fravorites
“quick dial” list.
Dial this number when New Call is
pressed.
pressed.
DN 3000 is populated from Favorites
(Nortel queue) and activates NewCall
(Nortel queue) and activates NewCall
Context sensitive call
controls.
New Call is active because
1. There is no active call.
2. Destination has a number
1. There is no active call.
2. Destination has a number
Recent contacts
list,
use drop down to view
and select recent
and select recent
Search button.
Search
MS CRM for number and
put in Destination field.
put in Destination field.
t t
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