Cisco Cisco Unified CRM Connector 8.0 Mode D'Emploi
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There are four (4) screen pop scenarios.
• The standard screen pop. The customer is identified
from call data and there is no open record in the
Contact Data.
Contact Data.
• The customer is not identified from call data. In this case
you may either:
Create a new contact.
Search for an existing contact.
Create a new contact.
Search for an existing contact.
• There is an open record in Contact Data.
Receive a screen
pop.
pop.
New Contact and Search links on the CTI Contact line.
The standard screen pop occurs on an inbound call
automatically when there is no record in the Contact Data
automatically when there is no record in the Contact Data
and the customer is identified from the call data search
criteria.
criteria.
Standard Screen
Pop
1. Answer the call.
2. Call data is populated into Contact Data.
3. Contact is the current contact.
2. Call data is populated into Contact Data.
3. Contact is the current contact.
Search for Contact
1. Answer the call.
2. Click on the search link on the CTI Contact line.
3. This opens a standard MS CRM search form.
4. User the search form to find the customer contact.
5. When the search is complete, the contact will be
2. Click on the search link on the CTI Contact line.
3. This opens a standard MS CRM search form.
4. User the search form to find the customer contact.
5. When the search is complete, the contact will be
associated with the call.
6. Press the Load button on the Contact Data to open the
contact record.
Add a New Contact
1. Answer the call.
2. Click on the create contact link on the CTI Contact line.
3. This opens a create contact record.
2. Click on the create contact link on the CTI Contact line.
3. This opens a create contact record.
If a record is already open in the Contact Data you will
need to clear the record and load the contact record. This
need to clear the record and load the contact record. This
protects you from losing work; otherwise the automatic
screen pop would over-write the current Contact Data
screen pop would over-write the current Contact Data
record.
Clear and Load
Contact Data
1. Finish any outstanding work and save the Contact Data
record.
2. Press the Clear button on the Contact Data to clear the
open record.
3. Select and make the contact the current contact.
4. Press the Load button on Contact Data to open the
4. Press the Load button on Contact Data to open the
record.