Cisco Cisco Unified CRM Connector 7.5 User Guide

Contact Types:  There are two contact types, users and contacts or 
customers).  Users are represented by the “head” icon (

) and contacts are 

represented by a rolodex card icon (

).   

Call state and duration (4). 

This tells you which is the active call and the call duration.    

DNIS – dialed number information service (5). 

This is your company’s phone number the customer called into.  
Companies often publish numbers for a specific purpose, e.g., sales or 
support.  The DNIS can tell you why the customer is calling. 

Create New Activity (6). 

This lets you create a new activity for the current contact.  The activity is 
associated with the customer’s record and can be used to associate the 
phone call record with the customer in Microsoft CRM.   

Contact data is the standard customer record pane; you may navigate to 
any accessible Microsoft form.  Work in the Contact Data section as you 
would any other Microsoft Windows function.  There are two 
distinguishing differences: 

•  The form is CTI enabled to allow screen pop and coordinated 

navigation with the Call Controller functions. 

•  To prevent an incoming call from over-writing on-going work, there 

are three special contact record management buttons in the upper right 
corner.  These are highlighted in 

 and 

described below in 

. 

Figure 2-8:  Contact Data

Figure 2-9:  Record Management Controls

 

26