Configuring CRM Integrations -
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Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
General Settings
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- CRM Discovery Service – The address of the web service for authentication.
- Organization – The name of the organization configured in Dynamics CRM 2011.
- Credentials – This will be filled automatically according to the other settings below it.
- Username – The name of the Dynamics CRM 2011 account to use.
- Domain – The domain name of the Dynamics CRM 2011 account, if applicable.
- Password – The password to the Dynamics CRM 2011 account.
The ‘Login’ button will test the credentials and advise when successful.
Incoming Call
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Screen Pop – Displays the Contact screen when the caller is found.
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Create Unlinked Callback – Creates a Task to remind agent of the missed call, even when contact is not found in CRM.
Outgoing Call
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Screen Pop – Displays the Contact screen when the caller is found.
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Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM
Campaign Call
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Screen Pop – Displays the Contact screen when the caller is found.
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Attach Recording – Creates a link to the call recording file in History.
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Screen Pop – Displays the Contact screen when the caller is found.
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