User guide

Professional Services Custom Development
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Click-to-dial from agent desktops enables agents to dial customer phone numbers with a single
mouse click.
Call logging of customer interactions is ensured because Microsoft CRM Phone Call or other
activity pages, in conjunction with customer sales, service, marketing, or other CRM pages,
are automatically delivered to the agent desktop.
Based on the caller’s phone number, the toll free number the caller dialed, or customer entered
digits, Contact Center Screen Pop launches CRM database pages containing pertinent
customer records, providing agents with immediate access to customer information.
Benefits
• Click-to-dial saves time and reduces misdialed calls.
• Call logging encourages compliance to business processes, improves reporting, and en-
ables agents to readily access case histories and provide consistent service.
• With critical customer information at hand, agents can reduce call response and duration
times which increases efficiency and boosts customer satisfaction.
Salesforce.com Integration
Salesforce.com Integration is an optional client application that works in conjunction with
Contact Center Management and/or Call Accounting and requires an account with
Salesforce.com (Enterprise edition), and, optionally IVR Routing (for Collect Caller Entered
Digits only). Salesforce.com Integration includes support for both ACD hot desking agents and
non-ACD General Business hot desking extensions.
Salesforce.com Integration enhances the functionality of Salesforce by embedding your Mitel
phone directly into the Salesforce user interface. This improves productivity by providing fast
and easy access to accounts, contacts, cases, and other Salesforce objects directly related to
incoming calls. Using Salesforce.com Integration enables your contact center agents to perform
their job functions through a single user interface.
Salesforce.com Integration is compatible with the Salesforce.com Microsoft Outlook connector.
Users can synchronize their Salesforce.com contacts, tasks, and calendar events, associate
Outlook email messages, and map custom fields in Salesforce.com to fields in Outlook.
Benefits
• Automatic delivery of Salesforce CRM database pages to contact center agents upon call
arrival ensures agents log all customer interactions and requests in the Salesforce CRM
database. This encourages compliance to business processes, improves reporting, and
enables agents to readily access case histories and provide consistent service.
• Customer satisfaction is improved. Agents can provide prompt, informed service by quickly
identifying callers and the services they are requesting.
• Desktop screen pops reduce call handling time and increase the accuracy of business
transactions.
• Easily create new Leads while on active calls