Difference between revisions of "GAMD/Current/Agent"
From Genesys Documentation
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| − | |displayname=Agent Guide | + | |displayname=Agent's Guide |
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** Make outbound calls (USD) | ** Make outbound calls (USD) | ||
** Supported features (USD) | ** Supported features (USD) | ||
| + | * -Use Gplus Adapter for Microsoft Dynamics 365 with CIF version 2.0 | ||
| + | ** Basics (CIF V2.0) | ||
| + | ** Manage inbound calls (CIF V2.0) | ||
| + | ** Make outbound calls (CIF V2.0) | ||
| + | ** Supported features (CIF V2.0) | ||
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|Context=This guide provides all the information you require to start working with the Gplus Adapter for Microsoft Dynamics 365 in your environment. | |Context=This guide provides all the information you require to start working with the Gplus Adapter for Microsoft Dynamics 365 in your environment. | ||
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Revision as of 09:30, June 26, 2020
The following topics are defined for this manual but are not included in the list of topics: Workitems
This manual is for version Current of Gplus Adapter for Microsoft Dynamics 365.
Read this manual for other versions:
Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
| Article | Description |
|---|---|
| Article | Description |
| Access and supported channels | The Gplus Adapter for Microsoft Dynamics 365 enables you to handle Genesys contact center functions from Microsoft Dynamics 365 or Unified Service Desk (USD). |
| Activity History for interactions | The Gplus Adapter works with the Microsoft Dynamics 365 or Unified Service Desk (USD) Activity History records by adding details about the interactions you handle. |
| Adapter basics | Logging in and getting ready to receive and make calls. |
| Gplus Adapter for Microsoft Dynamics 365 | The Gplus Adapter for Microsoft Dynamics 365 provides integrated management of communication channels within the Microsoft Dynamics 365 CRM. |
| How to handle outbound calls | All you need to know to manage outgoing calls. |
| How to manage inbound calls | What you must know to handle incoming calls from known and unknown contacts. |
| How to manage workitems | Here is everything you require to know to handle incoming WorkItems interactions with the Gplus Adapter for MS Dynamics |
| Performance Tracker | The Performance Tracker helps you check your statistics within the contact center. |
| The click-to-call feature | Click-to-call makes connecting to your customers easy. |
| What are screen pops? | When you receive an interaction, a contact record pops up in Microsoft Dynamics 365 or Unified Service Desk (USD). |
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