User Guide CRM plugin


We will now go into detail about the look and possibilities of the plugin. When a caller calls the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. and you are configured in the UCC then you will see the data retrieved by the UCC, assuming of course there is data for said caller. If no data is known the regular screen will be shown instead. Below we see the information bound to the caller. In the below screen we have set the custom value Label 5 to This is a Test in the settings (third value). Assuming you do not change the order, it is retrieved in said order: Contact fields, customfields, custommultilinefields, customdetailfields and finally customhyperlinkfields. In the event multiple contacts their names are shown above the line, with the selected one appearing in blue. You can freely switch between them.