Integration between Genesys embeddable framework and Microsoft Dynamics 365 using the channel Integration Framework.
...
Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, the agent can perform the following actions,
...
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.
| Info | ||
|---|---|---|
| ||
For Online CRM, We only search in the Contact Entity, we search for 'Business Phone' fields these. fields are not configurable |
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. The phone call activity is logged in this case.
...
In the case of multiple matches, a list of all the matched records of the 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.
Consult Call
When the consult call is in progress, two calls are present on the screen. We need to select the particular call to perform the action i-e hold, transfer, or end the call.
Conference Call
When the consult call is active, there is a small button All between the calls. Click on that button will activate the conference call.
Phone Call Activity / Call Wrap-up
...