Cisco Cisco Unified CRM Connector 7.5 User Guide

Cisco

Table Of Contents

Cisco Adapter for Microsoft CRM 3.0 User’s Guide ...................1

Release 1.0(0).................................................................................1

1. Introduction ..............................................................................6

Purpose .......................................................................................................... 6

What is the Cisco Contact Center?.............................................................. 6

What does the Cisco Contact Center Do? .................................................. 7

Parts of the Cisco Contact Center ............................................................... 9

The Contact Controller ............................................................................ 12

The Contact Data .................................................................................... 12

2. Working in the Cisco Contact Center ...................................14

Purpose ........................................................................................................ 14

Controlling your session ............................................................................ 14

Controlling your session ............................................................................ 15

Log into the ACD..................................................................................... 15

Log into the ACD..................................................................................... 16

Check your phone and session settings. ................................................ 16

Check your phone and session settings. ................................................ 17

Set Work Mode ....................................................................................... 18

Set Reason Code.................................................................................... 19

Managing your contacts ............................................................................. 20

Call Controls Overview............................................................................ 20

CTI Contacts Overview ........................................................................... 24

Contact Data Overview ........................................................................... 26

Screen Pop Process ............................................................................... 27

3. Using the Cisco Contact Center pane step-by-step ............28

Purpose ........................................................................................................ 28

Session and Work Mode Control Step-By-Step ....................................... 28

Log into ACD........................................................................................... 29

Log out of ACD........................................................................................ 29

Set Ready ............................................................................................... 29

Set Work Ready ...................................................................................... 29

Set Work Not Ready ............................................................................... 29

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