Alti-MSCRM Manual
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H A P T E R
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Introduction
About Alti-MSCRM
Alti-MSCRM is a Microsoft® .NET-connected integration tool that
provides CTI integration for Microsoft CRM. Companies implementing
Microsoft CRM for sales and service automation can further enhance
employee productivity by integrating contact center screen pop capability
from AltiGen.
AltiGen’s Microsoft CRM integration offers the following capabilities to
contact center agents’ desktops through the AltiAgent client:
•
Defining of individual workgroup preferences to screen pop one of the
following Microsoft CRM web pages:
— Contact page based on caller ID or caller-entered 10 digit phone
number
— Account page based on caller ID or caller-entered 10 digit account
number
— Order page based on order number
— Case page based on case ID
— Invoice page based on invoice number
— Contract page based on contract number
— Product page based on product ID
•
Use of dialed number (DNIS) to pop one of the above Microsoft CRM
web pages for a workgroup call.
•
Service agent can belong to multiple groups and pop different
Microsoft CRM web pages for different workgroup calls.
•
Contact page screen pop is also available at the extension user desktop
through AltiAgent client.
•
Centralized web-based management and local configuration for
Windows control.
•
Option to create new Microsoft CRM entry for each call or update
existing entry.
Summary of Contents for Alti-MSCRM 2.0
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