Cisco Cisco Unified CRM Connector 7.5 User Guide
Use the contact section for two purposes. Its primary function is to
provide an instant summary of your available contacts, who they are, how
to reach them, what they are calling about and how long they have been on
the call.
provide an instant summary of your available contacts, who they are, how
to reach them, what they are calling about and how long they have been on
the call.
The second, equally important function is to select and make current one
of the contacts. You will have one and only one current contact, this is the
contact selected with the radio buttons
Warning: Do not confuse the current contact with the active call;
although they usually are the same, they have different meanings.
of the contacts. You will have one and only one current contact, this is the
contact selected with the radio buttons
Warning: Do not confuse the current contact with the active call;
although they usually are the same, they have different meanings.
Active call: The active call is in the connected state; you talk to the
person on the active call. There can only be one active call at a time.
Because all of your calls could be on hold or in other states, you will not
always have an active call
person on the active call. There can only be one active call at a time.
Because all of your calls could be on hold or in other states, you will not
always have an active call
Current contact: The current contact is the one acted upon through the
channel controller. There must always be one current contact. Selecting a
contact with the CTI Contact radio button makes it the current contact. All
channel controls and actions apply to the current contact. For example in
Figure 2-7 Sergei is the active call but Marsha is the current contact. The
only active phone controls would be
channel controller. There must always be one current contact. Selecting a
contact with the CTI Contact radio button makes it the current contact. All
channel controls and actions apply to the current contact. For example in
Figure 2-7 Sergei is the active call but Marsha is the current contact. The
only active phone controls would be
R
ETRIEVE
,
A
LTERNATE AND
R
ECONNECT
and any activity would apply to Marsha’s customer record and call.
The CTI Contact Areas
There are six areas in the CTI Contact section. Four display important
information; two perform actions.
information; two perform actions.
Contact Selection radio buttons (1)
Use the radio button to select and make a CTI Contact the current contact
when you use the channel controller. All channel controls and the
activities performed in the controller apply to the current contact.
when you use the channel controller. All channel controls and the
activities performed in the controller apply to the current contact.
Contact Phone Number (2).
This is the number the contact is calling from. This may be referred to as
the ANI (automatic number identification). It is passed into the channel
controller as part of the call information from the ACD.
the ANI (automatic number identification). It is passed into the channel
controller as part of the call information from the ACD.
Contact Information (3)
This identifies the contact type and who the contact is, their name and title.
This tells you whether the contact is customer or another employee, who
they are and their title. In
This tells you whether the contact is customer or another employee, who
they are and their title. In
, Sergei is a user and Marsha is a
contact.
Figure 2-7
The contact’s name is URL that links to the customer record in MS CRM.
Clicking on the user’s name URL will open the customer contact record in
the Contact Data section.
Clicking on the user’s name URL will open the customer contact record in
the Contact Data section.
When the contact is not found in MS CRM from the call information, there
will be two URLs in this area: One to perform a search and a second to
create a new contact.
will be two URLs in this area: One to perform a search and a second to
create a new contact.
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