Features
This pre-packaged version of the Gplus Adapter 7, integrated with Microsoft CRM, is designed initially for voice support and provides screen pop, agent state controls, CTI call control (Dial, Answer, Hang Up, Transfer, Hold/Retrieve, Conference) functionality.
The following sections introduce some of the key features of the Gplus Adapter and Genesys Contact Center.
Agent State Controls
- Logging in to MS CRM automatically connects and logs
the agent in to the Genesys Framework.
- The agent can change status between
Ready and Not Ready, and can configure and
select a Reason Code for Not Ready status.
- The agent can sign out of the Gplus Adapter
without exiting MS CRM.
- The agent can perform after call work.
Telephony Functions
- Answer a call
- Make a call
- Place a call on hold and retrieve a held call
- Hang up a call
- Initiate a One-Step or a Two-Step transfer
- Initiate a Conference call
- Display and handle call-attached data (CAD)
Contact Center Taskbar Application
In addition to the Genesys Contact Center available in the web browser, the Gplus Adapter has an optional Contact Center Taskbar application that runs from any client system that has Internet access. This Contact Center Taskbar application provides an icon on the Windows taskbar which, when selected, pops up a menu offering the following options:
- New Phone Call - This
option opens a new Phone Call form to enable you to make an outgoing call.
- My Interactions - When
there are active interactions, this option leads to a drop-down list that
displays the contact name, phone number, and status of each interaction.
Selecting an item from the drop-down list opens the Phone Call form for the
selected interaction.
- My Status - This option
leads to a drop-down list of agent availability options. The item for your
current availability status has a check mark beside it. Change status by
selecting another item from the drop-down list.
- Sign In - If you are not
signed in to MS CRM and the Genesys Framework, the Sign In option is available
in the menu. When selected, this option opens the Sign-In/Authentication
dialog box.
- Sign Out - If you are
already signed in, the Sign Out option is available in the menu. When
selected, this option begins the process of signing you out of the Adapter and
MS CRM. Advisory messages may appear.
- Contact Center - This
option opens the Genesys Contact Center main window as if you had opened it
from the Genesys menu in MS CRM. From here you have full access to all Genesys
Contact Center functionality.
- Settings... - This option
opens the Contact Center Taskbar Application Settings dialog box.
- Help - This option opens
the Microsoft CRM Help system with integrated help topics for the Gplus
Adapter, Genesys Contact Center, and Contact Center Taskbar.
- Exit - This option closes
the Contact Center Taskbar and removes the icon from the Windows taskbar.