Руководство Пользователя для Cisco Cisco Unified CRM Connector 8.0
Contact Types: There are two contact types, users and contacts or
customers). Users are represented by the “head” icon (
customers). Users are represented by the “head” icon (
) and contacts are
represented by a rolodex card icon (
).
Call state and duration (4).
This tells you which is the active call and the call duration.
DNIS – dialed number information service (5).
This is your company’s phone number the customer called into.
Companies often publish numbers for a specific purpose, e.g., sales or
support. The DNIS can tell you why the customer is calling.
Companies often publish numbers for a specific purpose, e.g., sales or
support. The DNIS can tell you why the customer is calling.
Create New Activity (6).
This lets you create a new activity for the current contact. The activity is
associated with the customer’s record and can be used to associate the
phone call record with the customer in Microsoft CRM.
associated with the customer’s record and can be used to associate the
phone call record with the customer in Microsoft CRM.
Contact Data Overview
Contact data is the standard customer record pane; you may navigate to
any accessible Microsoft form. Work in the Contact Data section as you
would any other Microsoft Windows function. There are two
distinguishing differences:
any accessible Microsoft form. Work in the Contact Data section as you
would any other Microsoft Windows function. There are two
distinguishing differences:
• The form is CTI enabled to allow screen pop and coordinated
navigation with the Call Controller functions.
• To prevent an incoming call from over-writing on-going work, there
are three special contact record management buttons in the upper right
corner. These are highlighted in
corner. These are highlighted in
and
described below in
.
Figure 2-8: Contact Data
Figure 2-9: Record Management Controls
Record management
controls.
controls.
Customer record w/
standard tabs
standard tabs
Standard MS CRM
navigation controls
navigation controls
Figure 2-8: Contact Data
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