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Microsoft Business Solutions CRM (MS CRM) is a
browser-based customer relationship management application that enables you
to automate sales and marketing functions and to manage sales and customer
service activities in your organization.
MS CRM Connector
plugs into MS CRM and extends the capability of its Sales and Service
modules. From the MS CRM screen, you can:
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Call contacts in your Contacts list on their business, home or mobile
phone
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Call contacts in your Accounts list on their main or other phone
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View contact screen-pops with inbound calls.
MS CRM Connector Dial buttons automatically
appear in the toolbar of all Contact and Account records. They represent
the phone numbers stored in the MS CRM SQL database. For example, if you
click the Dial(Business) button, MS CRM Connector dials the Business Phone number.
Agent
MS CRM Connector uses Agent as an out-of-process server and, as a
result, an agent has access to Agent's many screen-based call control
functions. Telephone functions normally achieved by pressing buttons on
the telephone are accessed through keystrokes or mouse clicks on the
computer. By choosing to make the Agent callbar visible while you are
using MS CRM, an agent can:
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End a call
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Hold a call
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Listen hold a call
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Deflect a call
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Send DTMF tones
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Transfer a call
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Conference a call with up to six members
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Drop yourself or another party from a conference call
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Forward all incoming calls to voicemail or another extension
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