Cisco Cisco Unified CRM Connector 7.5 インストールガイド

 

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•  Case – this is a support request or case number.  This is not part of 

standard call information, but it may be captured and passed in ECC 
variables. 

•  Contact – this is the contact name or user identification.  It differs 

from account, because account may be associated with two or more 
users, such as a corporate account.  This is not part of standard call 
data, but it may be captured and passed through ECC variables. 

•   Product – this is a unique product ID.  This is not part of standard call 

data, but it may be captured and passed through ECC variables. 

You may specify up to three screen pop criteria and prioritize the search 
order.  The Cisco Contact Center will only perform a screen pop on one of 
the three criteria:  the first priority to with a matching customer record.   

When an inbound call is delivered to an agent, the Contact Center searches 
on the first priority search:  here “ANI.”  If no ANI match is found, it will 
then attempt to match on the second priority search value, “Account.”   

If a match is found it will ignore the last priority search value, 
“Campaigns” and execute a screen pop; otherwise it will search for a 
matching campaign screen pop. 

Use the drop down labeled “Auto-Clear On Ready” to configure this 
behavior.  When enabled, this clears the last agent transaction screen pop 
when the agent is set ready on the ACD.  If this is set to NO, then agents 
must clear this using the Clear button on the Contact Center page.   

 

The Recent Contact drop down is part of the Contact Controller.  It lists 
recent contacts for the current session and their phone number.  Agents 
place a call to a recent contact by selecting the record within the drop 
down.   

The Recent Contact Size sets the maximum number of contacts in the drop 
down.  The default is ten (10).