Cisco Cisco Unified CRM Connector 7.5 User Guide
and displays key real-time customer contact information, and a
contact data area that screen pops a contact record and allows
agents to work on behalf of the calling contact. Together, they
enable agent’s to coordinate phone call controls and CRM work
navigation and business processes in a single Microsoft CRM
workplace.
contact data area that screen pops a contact record and allows
agents to work on behalf of the calling contact. Together, they
enable agent’s to coordinate phone call controls and CRM work
navigation and business processes in a single Microsoft CRM
workplace.
What does the Cisco Contact Center Do?
The Cisco Contact Center adds a number of features that make interacting
with customers on the phone easier. This section lists the features. If you
are not sure what a specific feature does, their use is described in Chapter
2: Working in the Cisco Contact Center for Microsoft CRM.
with customers on the phone easier. This section lists the features. If you
are not sure what a specific feature does, their use is described in Chapter
2: Working in the Cisco Contact Center for Microsoft CRM.
It adds new functions that allow you to control your ACD session and
work mode, to receive, make and control phone calls from within
Microsoft CRM, and to execute a “screen pop” of customer information
when you answer a customer call.
work mode, to receive, make and control phone calls from within
Microsoft CRM, and to execute a “screen pop” of customer information
when you answer a customer call.
ACD Session Management and Phone Controls
The Contact Center adds phone controls. Use these to control your phone
and manage your ACD session from within Microsoft CRM. You will still
need a telephone or a softphone to talk with customers, but you may use
the Contact Center to perform all of the call and ACD session actions.
and manage your ACD session from within Microsoft CRM. You will still
need a telephone or a softphone to talk with customers, but you may use
the Contact Center to perform all of the call and ACD session actions.
• Full agent session control: allows you to log into and out of your
ACD session and to control your work mode.
o
Log into the ACD.
o
Log out of the ACD.
o
Set you work mode:
•
Ready.
•
Work Ready
•
Work Not Ready
•
Not Ready.
•
Set Not Ready with reason.
• Full call control: allows you to control your phone and phone calls.
o
Place a call—dial a customer or another agent.
o
Answer an incoming call
•
Answer an ACD call
•
Answer a direct call to your extension
o
Place a call on hold.
o
Retrieve a call from hold.
o
Transfer and conference call controls:
•
Consultative transfer—with a warm handoff.
•
“Blind” transfer—directly to another party.
•
Conference—adds participants to a call.
•
Drop Party—drop a participant from a conference call.
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