Cisco Cisco Unified CRM Connector 7.5 User Guide
Call State
Description
Valid Actions
Hold,
initiate transfer
initiate transfer
Call is on hold for a
consultative transfer.
consultative transfer.
Complete transfer
Reconnect
Alternate
Reconnect
Alternate
Hold,
initiate conference
initiate conference
Call is on hold for a
consultative conference.
consultative conference.
Complete conference
Reconnect
Alternate
Reconnect
Alternate
Dropped
Call has been dropped
and the line is available.
and the line is available.
None. Line is available
for an inbound call.
for an inbound call.
Conferenced
Three or more parties are
conference on a single
call.
conference on a single
call.
Drop Party
Drop (hang up)
Conference
Transfer
Drop (hang up)
Conference
Transfer
CTI Contacts Overview
The CTI Contacts section displays information about your available calls.
Use it to select a call and make it active, add MS CRM activities to the
selected call, and to switch between contacts when more than one is
present.
Use it to select a call and make it active, add MS CRM activities to the
selected call, and to switch between contacts when more than one is
present.
Figure 2-7: CTI Contacts Layout
2
Contact phone
number: (ANI)
4
Call state and
duration (in minutes)
duration (in minutes)
5
Dialed number
(DNIS)
1
Current contact
selection radio
button
button
3
Contact information:
Name, title, and
contact type
contact type
6
Select and create CRM
activity
Go (green arrow)
What is the CTI Contacts Section?
CTI Contacts shows all available contacts along with customer
information, the phone call state and time, the contact’s phone number
(ANI) and the number they called into (DNIS).
information, the phone call state and time, the contact’s phone number
(ANI) and the number they called into (DNIS).
There is one line for each customer contact call. Most call centers are
limited two appearances, but there can be more with some configurations.
limited two appearances, but there can be more with some configurations.
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