Integration between Genesys embeddable framework and Microsoft Dynamics 365 using the channel Integration Framework.
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- Login - Agents first log on to MS CRM. Manual login to Genesys CTI by entering valid credentials.
Logged in View
- Logout - The agent will need to explicitly logout from the CTI toolbar by providing the Logout Reason Code
- OnQueue / Away /Break - The agent may change the availability status to “On-queue” to receive contact center calls or may change it to any of the “Away/Break” states for a break.
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The caller information is displayed on the MS CRM Web Page as soon as the call arrives. If multiple contacts match the connector shows all those contacts for you to choose from.
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For Online CRM, We only search in the Contact Entity, we search for 'Business Phone' fields these. fields are not configurable |
Search by Multiple fields
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