Cisco Unified CallConnector for Microsoft CRM

Unanswered Question
Jan 25th, 2010
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Hello colleagues,

We have a technical question about Cisco Unified CallConnector for Microsoft CRM.

Documentation on this product form cisco.com does not describe the process of MS CRM contact page popup during transfer.

To be more precise we need to know whether it makes a popup based on the call ANI or the unique CallID.

The background of the question is the following:

Most of companies in Russia do not have DID numbers, they have only one telephone number and all the employees are distinguished by their internal extensions.

So all the contacts of such a company have the same ANI in MS CRM.

When MS CRM agent receives a call from such an employee he selects the right person from the list of all employees bound to this ANI.

But if he makes transfer to the secondary agent, does the new popup again present the list of all contacts with this ANI or is the call associated with the correct contact automatically?

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