Agent Capabilities

Microsoft Dynamics Web-based CTI Connector enables an agent to perform multiple actions to handle customer queries.

Note: For CIF 2.0 the toolbar appears on the left hand side of the CRM.

CTI Call Controls

Controls/buttons on the toolbar change are based on the current state of the agent/call and on the telephony event when it is sent to the contact center. The agent can perform the following actions by using the communication toolbar:

Accept an incoming call
Hold/Resume [ 1 ]
Consult an agent [ 2 ]
Blind call transfer to extensions or conference call [ 3 ]
Call wrap-up
End call [ 4 ]

Blind transfer in case of CCX is only supported in 11.6 or higher.

CTI Call Controls

Viewing Contacts: Agents can select a list of contacts from the dropdown menu to view multiple contacts.
Searching Contacts: The search bar allows agents to quickly find specific contacts by name or other details.
Interacting with Contacts
- Hover Actions: When an agent hovers over a contact, two buttons appear:
  - Edit (Green Button): Clicking this button will populate the dialpad input field with the contact's number, allowing for quick editing or dialing.
  - Direct Call (Other Button): This button initiates an outbound call directly to the selected contact.

Consult/Blind Transfer Using Dialpad:

Click on the blue dialpad button to open the dialpad interface.
Input the number directly into the dialpad to perform a consult or blind transfer.

Consult/Blind Transfer Using the Phonebook:

Open the contact list and click the edit (green) button next to the desired contact.
This action will load the selected contact's number into the dialpad.
The agent can then use this number to perform a consult or blind transfer of the active call.

Agent State Controls

The embedded CTI toolbar within Microsoft Unified Service Desk allows agents to manage their states. The following state controls are supported:

State Controls	Description	Look and Feel
Login	Agent can be configured to auto-login to Cisco Finesse upon log in to MS CRM. The agent can also login manually to Cisco after logging into the MS CRM Web Interface.	Manual Login
Logout	The agent has to explicitly logout from the CTI toolbar by providing the Logout Reason Code.	Logout with Reason Code
Ready/Not Ready	The agent may change the availability status to “Ready” to receive contact center calls or may change it to any of the “Not Ready” states for a break.	Ready/Not Ready State
Wrap-up	If wrapup is optional on the cisco configuration for the specified agent then in agent states dropdown wrapup option will appear and agent can select it during the call if he wants to go on wrapup state after the call. (in UCCE only)	Wrap-up State (Optional)

It is mandatory to have at least one custom reason code for Not Ready and one custom reasons code for Logout

Pops up Caller Information on Call Arrival

This feature enables the agent to see the caller's information as soon as the call arrives. If multiple contacts match, the MS CRM Web Page connector shows all those contacts for agents to choose from. Search can be made as follows

Search by Multiple fields

The customer’s ANI is searched against multiple Phone fields which can be configured on the CRM side against the respective (Leads, Accounts, Contacts) entity.

Search in Leads, Accounts, and Contacts

An incoming call phone number is searched in Leads, Accounts, and Contacts. First, second, and third priorities can be set. For example, if the priority is Leads -> Accounts -> Contacts, It will first search into the ‘Leads’ entity, and the resulting record will pop up. If the customer record is not found in ‘Leads’ then it will search into the ‘Accounts’ entity and then finally into contacts, in case no record is found in the accounts.

For Online/On-Premise CRM’s in the Contacts/Lead entity, a search can be made on ‘Business Phone’ field, and in the Accounts entity, the search can be in the 'Phone field' only. These fields are not configurable.

No ANI Match

When a call arrives on the logged-in agent, an Anonymous Account/Contact/Lead will pop up. This contact/account/lead will be saved with the name 'Anonymous' with the caller's number, and a call activity will be recorded for that anonymous contact at the end of the call.

In case of no match, the CTI Connector will create the PhoneCallActivity on the RINGING Event without the association of the contact. It will then pop up the Phone Call Activity in front of the agent. We have to set the value to "phonecall" in the config.js file so that in case of no match, an anonymous activity (not linked to any CRM account/contact/lead) will be created.

*No match “Phone Activity” Screen Pop-up*

Multiple Matches

In the case of multiple matches, a list of all the matched records of the respective entity will be shown in the drop-down list in alphabetical order. The first record in the list will automatically pop up, however, the agent can also manually select the customer record from the dropdown list and that customer profile will pop up.

In the case of a Consult call with Agent B, the system will do the screen pop based on customer ANI.

Phone Call Activity/ Call Wrap-up

A phone call activity is automatically created and linked to the matched caller account in Microsoft CRM. Any call notes that the agent writes while handling the call, are also saved along with the phone call activity, and the selected wrap-up code is applied in Cisco Finesse. The agent can track the call handling status via native CRM reports as well as via the Cisco call wrap-up report.

The system will also create an activity for the supervisor when he/she barges in the Call. The activity direction for Supervisor Call would be INBOUND.

The system will create an anonymous activity (not linked with any account/contact) if we have configured our app to create activity in case of no match.

When performing a consult transfer, direct transfer, or conference to a Third party (Mobile number), the call activity will not be created for the third party. Call activity will only be created for the agent logged onto the CRM.

Phone Call Activity

Call Attached Data

Call-attached data or call variables are passed on to a Unified Service Desk from Cisco via Expertflow Connector and are displayed to the contact center agent. The agent can customize which call variables to be displayed and what name should be shown for any particular call variable.

Upon refreshing the browser at any time while logging on to CTI Connector, will reconnect and resume the current state of the call.

Outbound Campaigns

Supports all Cisco campaigns

Predictive

The flow of predictive campaign call is such that it will first ring on the customer end and the agent will be in a Reserved state. If the customer accepts the call, then an agent will receive the call. On accepting, the agent and customer both are in a talking state i.e. the call is Active.

Progressive

The flow of progressive campaign calls is such that it will first ring on the customer end and the agent will be in a Reserved state. If the customer accepts the call, then an agent will receive the call. On accepting, the agent and customer both are in a talking state i.e. the call is Active.

Preview

Preview campaign call flow is slightly different than other campaign calls. In the preview campaign call the call first lands on the agent, the agent has 3 choices i.e. Accept, Close, and Reject the call. If the agent Accepts the call only then the campaign call proceeds.

From here on, it behaves like other campaign calls in a way that it will ring on the customer end first. If the customer accepts the call, then an agent receives the call again. On accepting, the agent and customer both are in a talking state i.e. the call is Active.

The agent is in the Reserved State

Agent Capabilities

CTI Call Controls

Phonebook

Agent State Controls

Logout

Ready/Not Ready

Wrap-up