Web Agent for Dynamics365 CTI Actions

Note Additional Anywhere365 WebAgent license required.

Introduction

The below overview of the CTI Actions available with the WebAgent for Dynamics365.

 

Search Contact

When getting a conversation the CTI plugin will search for contact to display.

 

When to search

The timing can be configured via the setting "Search after accepting conversation":

  • Enabled = Only search after accepting a hunt.

  • Disabled = Search when a conversation offered. (hunt)

 

One contact found

When a single contact is found it will automatically populate a page.

The behavior for this can be configured via the setting "Single match: pop":

  • Enabled = When a single contact is found and setting is enabled, you can select which page to open:

    • Detail page

    • Activity page
  • Disabled = Do nothing when single contact is found.

 

Multiple contact found

When multiple contacts are found it will automatically populate the search page with the results. From here you can select the desired contact and link the conversation.

The behavior for this can be configured via the setting "Multiple matches: Pop Details":

  • Enabled = When multiple contacts are found, populate the search page.

  • Disabled = Do nothing when multiple contact is found.

 

No contact found

When no match is found it will automatically open a create new page.

The behavior for this can be configured via the setting "No Match: Pop page to create a new":

  • Enabled = When no match contact is found, you can select which page to open:

    • Account

    • Case

    • Contact

    • Lead

    • Opportunity

  • Disabled = Do nothing when no contact is found.

 

Link Contact