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• Logout - The agent will need to explicitly logout from the CTI toolbar by providing the Logout Reason Code 
• Ready / Not Ready - The agent may change the availability status to “Ready” to receive contact center calls or may change it to any of the “Not Ready” states for a break.

Caller

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Information Popup on Call Arrival (ScreenPop)

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. 

Search by Multiple fields

The customer’s ANI is searched against multiple Phone fields which can be configured on the CRM side against the respective (Leads, Accounts, Contacts) entity. 

Search in Leads, Accounts, and Contacts

An incoming call phone number is searched in Leads, Accounts, and contacts. First, second and third priorities can be set. For example, if the priority is Leads → Accounts → Contacts, It first searches into the ‘Leads’ entity and the resulting record is popped up. If the customer record does not match into ‘Leads’ then it searches into the ‘Accounts’ entity and then finally into contacts, if no record is matched in the account.

No ANI Match

In the case, the customer record is not available in either of the leads, accounts, and contacts table, the "New Leads" page should be popped up in front of an agent (configurable). The phone call activity is not logged in this case.

Multiple matches

In the case of multiple matches, a list of all the matched records of the respective entity is shown in the drop-down list. The agent manually selects the customer record & the customer record is popped up as well. 

Phone Call Activity / Call Wrap-up

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