Руководство Пользователя для Cisco Cisco Unified CRM Connector 8.0
Handling Contacts Step-by-Step
Where is it? The CTI Contacts is across the top Contact
Controller, to the right of the Agent State controls.
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.
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
Figure 3-4: CTI Contact layout
View Contact
Information
Information
There is one CTI Contact line for each phone call, including
consultative calls. The CTI Contact line shows information about
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:
state:
• ANI: the contact’s calling number.
• Description:
Contact type: “customer” or user (agent).
Contact link: A link to the contact record. If the contact
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.
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
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.
Select Current
Contact
Contact
1. Select the radio button at the start of the contact line.
2. This becomes the current contact. All context sensitive
2. This becomes the current contact. All context sensitive
call controls apply to this contact.
Select Contact—
Make Current Contact
Make Current Contact
ANI: contact’s
phone number
phone number
Contact information
Add Activity to
Contact
Contact times and call
DNIS: Phone
number called
by contact.
number called
by contact.
state.
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