Integration between Genesys embeddable framework and Microsoft Dynamics 365 using the channel Integration Framework.
This embedded CTI Connector runs inside the Microsoft CRM Web UI and enables agent/call controls within MS CRM allowing agents to use the same CRM agent interface for all call handling and transfer. The Web CTI Connector has the following feature set
CTI Call Controls
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,
- Accept an incoming call
- Hold/Resume/End call
- Consultative or blind call transfer
- Conference call
- Call wrap-up
Agent State Controls
The embedded CTI toolbar within Microsoft Dynamics allows agents to manage their states. The following state controls are supported,
- 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.
Info
It is mandatory to have reason codes pre-configured inside Genesys.
Caller 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.
INFO
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
The customer’s ANI is searched against multiple Phone fields which can be configured on the CRM side against the 'Contacts' entity.
Search in Contacts
An incoming call phone number is searched in contacts. For example, It searches into the ‘Contact’ entity, and the resulting record is popped up. If the customer record does not match the ‘New Contact form’ is opened.
No ANI Match
In the case, the customer record is not available in the contact table, the "New Contact" page should be popped up in front of an agent. 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 in alphabetical order. The first record in the list will automatically pop up, however, the agent can also manually select the customer record from the searched list, and the customer profile will pop up.
Note
In the case of a Consult call, On Agent B, System will do the screen pop based on customer ANI.
Phone Call Activity / Call Wrap-up
A phone call activity is automatically created and linked to the matched caller account in Microsoft CRM. Any call notes that you write while handling the call are also saved along with the phone call activity and the selected wrap-up code is applied in Genesys. You can track the call handling status via native CRM reports.
INFO
The activity direction for Inbound Calls would be Incoming and for Outbound calls would be Outgoing.
Click to Call
Click to dial feature allows the user to select any number corresponding to a contact record and an outbound call will be initiated to that number.
Without the click-to-dial feature, the user can’t dial a call while clicking on any number from the MS CRM.
