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Integration between Cisco Contact Center and Microsoft Dynamics Unified Service Desk.

This embedded CTI Connector runs inside the Microsoft Unified Service Desk (USD) and enables agent/call controls within Unified Service Desk allowing agents to use the same CRM agent interface for all call handling and transfer. It is one of three types of connectors that we built between Microsoft Dynamics CRM and Cisco Call centers, and the one best suited for a contact center environment.

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 to extensions
  • Conference call
  • Call wrap-up

* blind transfer in case of CCX only supported in 11.6 or higher.

Agent State Controls

The embedded CTI toolbar within Microsoft Unified Service Desk allows agents to manage their states. The following state controls are supported,

  • Login - Agent may be configured to auto-login to Cisco Finesse upon logging in to Unified Service Desk. Manual login to Cisco may also be performed after the agent’s login to Unified Service Desk.
  • Ready / Not Ready - The agent may change the availability status to “Ready” to receive contact center calls.
  • Not Ready with Reason Code - The agent may the availability status to“Not Ready” with respective reason codes. Reason codes are defined on the Cisco Finesse Admin portal and all the Global reason codes and reason codes that are assigned to the agent team will be visible in a dropdown to the agent. 
  • Logout with Reason Code - The agent can log out with the reason code from the USD CTI. Logout Reason codes are defined on the Cisco Finesse Admin portal. Global reason codes and reason codes that are assigned to the agent team will be visible in a dropdown to the agent. 

Info

USD will fetch the latest reason codes list from finesse as soon as the user clicks on the agent state dropdown. So if any reason code is updated on the finesse admin portal that will be instantly updated on the USD as well. 


Caller Account Popup on Call Arrival

The caller information is displayed on the Unified Service Desk screen as the call arrives. If multiple contacts match the connector shows all those contacts for you to choose from. The matching criteria are configurable and can happen based on caller number and any caller entered digits on IVR.

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 Cisco Finesse. You can track the call handling status via native CRM reports as well as via Cisco call wrap-up report.

Click to Call


Click to call a contact from a contact’s phone number or via entering the number directly in the CTI panel’s dial-pad.

Call attached data


Call attached data or call variables are passed on to a unified service desk from Cisco via Expertflow Connector and are displayed to the contact center agent.

Outbound Campaigns


Progressive and Predictive modes of outbound campaigns are supported. Preview mode is not supported as of yet.

Integration with Expertflow HybridChat (for Wechat, WhatsApp, Facebook)

To provide the Omni Channel Experience, the USD connector is integrated with a Hybrid chat solution, and agents can use the same Interface to handle both Chat and Voice media. The channel supported by Expertflow Hyrbid Chat and other details are mentioned here

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