Alti-MSCRM Manual
15
Contract ID
Pops a Microsoft CRM contract page based on caller-entered contract
number
Phone Num
Pops a Microsoft CRM phone number page based on phone number
Product ID
Pops a Microsoft CRM product page based on caller-entered product ID
Notes:
•
When building your directory of contact information in the Microsoft
Business Solutions Customer Relationship Management - MIE page,
it is required that you use only numbers 1-9 for all IDs since
AltiWare’s AA/IVR can only use numbers for inputting. For example,
if a Microsoft product number entry is ABC0001, Alti-MSCRM can
match 4 digits, using 0001. If the record is ABC1, Alti-MSCRM can
only match 1 digit, using 1.
•
The Microsoft record entry should be unique, so Microsoft suggests
that you use a long serial number for each record.
•
For the record entry to pop up, there must be a 100% match with the
call information received by AltiAgent and the Alti-MSCRM screen
pop conditions.
•
The Caller ID is basic call information. AA/IVR-collected data (phone
number, account number, order number, invoice number, case number,
contract number, product number) will be collected from the external
call’s AA/IVR data and User Data.
•
AltiView only supports Contact/Caller ID information.
•
The tag definitions are case sensitive.
Summary of Contents for Alti-MSCRM 2.0
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