Integration between Genesys embeddable framework and Microsoft Dynamics 365 using the channel Integration Framework.
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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 |
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Single Match
An incoming call phone number is searched in contacts. For example, It searches into the ‘Contact’ entity, and the single record is available then the resulting record is popped up. If the customer record does not match the ‘New Contact form’ is openedThe phone call activity is logged in this case.
No ANI Match
In the case, the customer record is not available in the contact tableentity, the "New Contact" page should be popped up in front of an agent. The phone call activity is not logged in this case.
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In the case of multiple matches, a list of all the matched records of the respective contact entity will be displayed in CRM. The agent manually selects the customer record from the searched list, and the customer profile will pop up.The phone call activity is not logged in this case.
Phone Call Activity / Call Wrap-up
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