Legacy interface

Uses CTI OS Agent Desktop application interface. User can see Microsoft CRM Dynamics solutions conection indicator int left bottom corner.

You can resize e360crm Microsoft CRM Cisco IPCC Enterprise Connector CTI OS Agent Desktop as you need:

When your Microsoft CRM Dynamics solutions server placed in another domain you can choose Network Credentials and input your user name and password when the program start.

Step-by-step processing a call

The call acts on telephone interface CME and is transferred on IP phone.
Number calling is seen on IP phone and through CME TSP is transferred to e360crm Microsoft CRM Cisco IPCC Enterprise Connector.

e360crm Microsoft CRM Cisco IPCC Enterprise Connector transfers call number to Microsoft CRM Dynamics solutions Server for search of registration record of the customer.

Microsoft CRM Dynamics solutions returns all accessible variants in new enhanced stand alone grid . User can sort and expand all returned Microsoft CRM Dynamics solutions entities as Contacts, Leads and Account. Enhanced tooltip show all cells information.

Microsoft CRM Dynamics solutions user can choose to open the received record(double click on ), to create new, to look for another or to ignore a call.

You can resize e360crm Microsoft CRM Cisco IPCC Enterprise Connector CTI OS Agent Desktop as you need to see all available records:

Administrator can change displaying the Microsoft CRM Dynamics solutions contact, account and leads entity fields and its associated names in ther grid of the e360crm Microsoft CRM Cisco IPCC Enterprise Connector and the Microsoft CRM Dynamics solutions entity fields which are using for searching contacts records in Microsoft CRM Dynamics solutions with the help of configuration file (See Installation instruction).

Screen Pops

Opens Microsoft CRM Dynamics solutions contact record and creates new phone call activity record as call arrives.
Creates screen pops from click-to-dial calls and from manually dialed outbound calls.
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Click to Dial from a Microsoft CRM Dynamics solutions.

Supports click-to-dial feature from a Microsoft CRM Dynamics solutions contact record.
In this scenario e360crm Microsoft CRM Cisco IPCC Enterprise Connector for the Microsoft CRM Dynamics solutions and Cisco Unified Contact Center Enterprise ( formely Cisco IPCC Solutions ) catch the call event, pop up main e360crm Microsoft CRM Cisco IPCC Enterprise Connector window from tray, wear out in CTI Dialing Pad Dropdown Box with phones number of the client (this feature may be adjusted with the help of a configuration file).

After the agent click “Dial” e360crm Microsoft CRM Cisco IPCC Enterprise Connector transfer call to the IPCC Call Manager and open new Microsoft CRM Dynamics solutions activity for this call (this feature may be adjusted with the help of a configuration file).

Automatically Call Duration Tracking

Accurately tracks duration of phone call hold and talk times and associates it with phone activity record.

Call Information Capture

Captures incoming and outgoing call information, including calling number, called number, and call start and end times.

New Customer Record Creation

Easily creates a new Microsoft CRM Dynamics solutions customer record and call activity for it when a new customer call arrives (this feature may be adjusted with the help of a configuration file).

Find Customer in Microsoft CRM Dynamics solutions

When e360crm Microsoft CRM Cisco IPCC Enterprise Connector  CTI OS Agent Desktop is hidden in the tray, semi-transparent status window signals the current state of the agent

e360crm Microsoft CRM Cisco IPCC Enterprise Connector has a magic button

When magic button is pressed down the “Capture Number” window is opened.

The e360crm Microsoft CRM Cisco IPCC Enterprise Connector has possibility catch any number from any type of documents, such as PDF, txt, word, excel and other. Simple pick out necessary number and it immediately appear in “Capture Number” window.

After you can edit phone number or dial.

For convenience of the user you can make “Capture Number” top most with pin on it.