I am sharing with you today a short screen cast of how we enabled call transferring for the lync client within the customer care accelerator for CRM 2011. The scenario is as follows:
1- The CRM operator (do1.ptg) receives a call from a customer (test1.ptg)
2- The customer care accelerator will match the call against a CRM record, opens the record and creates a phone call activity as soon as the Operator accepts the call.
3- The CRM operator then checks for available operators and transfers the call to a collegue (do2.ptg) or any phone number depending on the case in question.
4- The second operator (do2.ptg) will receive the transfer call along with the data needed to identify the customer (test1.ptg) and repeat the same steps as point 2.
1- The CRM operator (do1.ptg) receives a call from a customer (test1.ptg)
2- The customer care accelerator will match the call against a CRM record, opens the record and creates a phone call activity as soon as the Operator accepts the call.
3- The CRM operator then checks for available operators and transfers the call to a collegue (do2.ptg) or any phone number depending on the case in question.
4- The second operator (do2.ptg) will receive the transfer call along with the data needed to identify the customer (test1.ptg) and repeat the same steps as point 2.
1 comment:
Hello,
Very interesting indeed, can we have access to the source code of this specific implementation?
Thank you
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