Cisco Cisco Unified CRM Connector 7.5 User Guide

Where is it?  The CTI Contacts is across the top Contact 
Controller, to the right of the Agent State controls. 

What does it do?  CTI Contact shows information about present 
contacts and their phone calls.  Use it to select a contact to make it 
the current contact.  

What does it look like?  See Figure 3-4:  CTI Contact layout 

 

There is one CTI Contact line for each phone call, including 
consultative calls.  The CTI Contact line shows information about 

the customer contact on the call and the current phone call 
state: 
•  ANI:  the contact’s calling number. 
•  Description: 

ƒ  Contact type: “customer” or user (agent). 
ƒ  Contact link:  A link to the contact record.  If the contact 

is not identified by a screen pop or search, this will 

show both a search and a new contact link. 

ƒ  Contact title. 

•  Call state and times:  shows the current call state as well as 

total call time.  

•  DNIS:  Number the customer dial into; this informs why the 

customer called. 

Select a contact using the radio buttons at the start of the 
line.   
Selecting a contact makes it the current contact.  All Call 
Controls and all activities and screen pop actions are 

associated with the current contact. 

1.  Select the radio button at the start of the contact line. 
2.  This becomes the current contact.  All context sensitive 

call controls apply to this contact. 

 

 

 

Select Contact—
Make Current Contact 

ANI:  contact’s 
phone number 

Contact information 

Add Activity to 

Contact

Contact times and call 

DNIS:  Phone 
number called 
by contact. 

state. 

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