Objective: CTI Integration of ZIWO with Dynamics 365 CRM. Functions of CTI with Click-to-call, Manage Customer Profile, Cases on the call.
Pre-Requisites for CTI Application.
Once the agents are configured in CRM and appropriate Security Role is assign to users, will be able to access the Plug In on CRM Screens.
Login to https://home.dynamics.com
Find the App named "Ziwo CTI Sandbox"
Click on it and will launch the application to operate in CRM
Follow the features to make Outbound and Inbound calls, record the details, create case/ticket for the customer and update the information on call.
OR directly dial the Phone Number from the ZIWO Plug-In
Call is place and when connected, system will be searching the Profile by phone number and will list the matching customer’s profile.
This allows agents to capture the notes under timeline, and fill up the required details while discussion with Customer
Last conversation will be listed on Case Form under conversation tab.
User can play the recoding on case for future reference.
It displays all the past conversations as well. Click on 'Load More" and will list all the history.
9) Above all functions are same for Inbound as well.