The Genesys Contact Center (GCC) is one of the the graphical user interface (GUI) components of the Gplus Adapter 7 for Microsoft CRM, which is designed to provide a voice-only, Genesys product-level integration with Microsoft's CRM product. The integration provides agent state controls, CTI call control, and screen pop functionality through the Genesys Contact Center and the Contact Center Taskbar application.
Topics in this section include:
Simple call control tasks:
Receiving a CallComplex call control tasks:
Transferring a CallCall scenarios:
Incoming Call Scenario