Business Features

Logging into Webex CC

1. Open SuiteCRM and click the phone icon in the top right corner of the top bar.

2. Click the settings icon next to the phone icon to open the configurations and select the Webex region URL.

3. Click the ‘Sign in’ button inside the Webex CC embedded window.

4. Enter your Webex Contact Center agent credentials in the login screen.

Post Login Interface

After logging in, agents can access the Webex CC dashboard within SuiteCRM to manage calls, chats, and emails seamlessly.

State Change

• Agents can update their availability status directly within the Webex Contact Center (Webex CC) desktop interface inside SuiteCRM.

• This includes switching between predefined states such as Available and Meeting.

• These status updates allow supervisors and the system to monitor agent availability in real time, ensuring proper call routing and workload distribution.

• The status change functionality helps agents manage their time effectively, prevents them from receiving calls when they are unavailable.

Clicking on any phone number within SuiteCRM seamlessly initiates an outbound call via Webex Contact Center. Additionally, when a call is initiated, a screen pop appears within SuiteCRM, displaying customer details.

This ensures that agents have all the necessary information at their fingertips before the conversation begins, enhancing efficiency and customer engagement. Each interaction is automatically logged in SuiteCRM, linking it to the relevant leads, contacts, or accounts for easy tracking.

When a (call, chat, email) arrives for a logged-in agent, the Webex Contact Center Connector for SuiteCRM automatically pops up the relevant CRM customer record based on the caller's number or its email, and information stored in SuiiteCRM.

By default entities supported for searching are Contact/Account/Lead (can set priority in the configurations)

If no matching customer record is found in SuiteCRM's entities, the New Contact page will automatically pop up with 'Anonymous' as the default name.

By default, no match entity is set to Contact, but it can also be configured to Account or Lead as needed.

If multiple records match the caller's number or email, the connector displays a list of matched records in a dropdown menu. The first record in the list is automatically selected and popped up, but agents can manually choose a different customer record from the dropdown. This enables quick and flexible access to the correct customer profile.

Handling of Multiple Conversations (for Call - Chat - Email)

If an agent is handling multiple interactions simultaneously, he can switch between them. As soon as the agent switches from one interaction to another, the customer details of the selected interaction will automatically pop up ensuring quick access to relevant customer information.

Handling of Multiple Conversations (for Call - Chat - Email)

If an agent is handling multiple interactions simultaneously, he can switch between them. As soon as the agent switches from one interaction to another, the customer details of the selected interaction will automatically pop up ensuring quick access to relevant customer information.

Agents can transfer a (call, chat, email) to another agent or queue as needed. As soon as the transferred conversation is routed to the receiving agent, a screen pop will automatically display the customer details based on the search criteria.

Additionally, a separate activity will be logged for each agent involved in the interaction when they end the call session, ensuring accurate tracking of the conversation.

Handling of Consult Conversation (for Call)

Agents can initiate a consult call to another agent while remaining on the line with the customer. During the consultation, the primary agent can discuss the issue before deciding to either retrieve the call or transfer it completely.

A screen pop will automatically display the customer details for the consulted agent based on the search criteria. No activity will be logged for consult call.

Handling of Conference Conversation (for Call - Chat)

Agents can initiate a conference (call, chat) by adding another agent to an ongoing customer conversation. This allows multiple agents to collaborate and assist the customer simultaneously.

As soon as the additional agent joins the conversation, a screen pop will automatically display the customer details based on the search criteria. Additionally, a separate activity will be logged for each participating agent when they leave or end the call session, ensuring accurate tracking and documentation of the conversation.

At the end of every conversation, an activity is automatically created in SuiteCRM for all media types, except consulting calls. This activity includes key details such as:

• Subject (Generated as a combination of media type, direction, and agent name)

• Contact Name / Related To

• Status

• Priority

• Created By

• Time

• Duration

• Agent Name

• Conversation Direction

• Wrapup States

All activities are logged under the ‘Tasks’ tab in SuiteCRM, ensuring that every customer interaction is properly recorded for future reference and follow-up.