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Configuring Internal CRM

The Internal CRM of Virtual Contact Center gives you the ability to manage customer and case data. Use the CRM page to specify the Customer and Case fields used by the Local Customer Relationship Manager (CRM) to identify and characterize interactions.

To configure Internal CRM, click CRM from the configuration menu.

Figure 101: CRM page, Fields tab

In the Fields tab, the Predefined column identifies the default set of Customer and Case fields.

The following topics are discussed in this chapter:

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