This document describes some of the features and setup of the Unified Communications table in EnterpriseWizard.

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1 UNIFIED COMMUNICATIONS SETUP DOCUMENTATION This document describes some of the features and setup of the Unified Communications table in EnterpriseWizard. PERMISSIONS HANDLING Because all s related to all records are stored in the same table, permission handling to filter what users see is a bit more complex. However, the system has been designed to enable segmenting permissions so that users can only see the s they should be able to see. In most cases, you will probably want most staff users to see communications that they sent or received or that relate to records they are allowed to view or edit, and this is how the default permissions have been set up. There are several points at which you can limit access to communications. COMMUNICATIONS HEADING IN THE LEFT PANE Typically staff users will be given access to the Communications heading in the left pane. This is intended to provide a quick way for them to see all s they have sent or received. There is a specific group permission filter on this section of the interface so you can limit what s appear under this heading. This option appears in the group permission wizard (Setup > Access > Manage Groups > choose group, Edit) on the General tab: The default permissions use the To or From Me search: to filter what users see under this tab. It is strongly advisable to have some filter here to prevent users from seeing all s through this interface. Beyond limiting the s to those in which the user is the sender or recipient, you may want to further limit the s that appear here to those that are NOT sent by rules and workflow actions, just to avoid clutter. This can be done in the search that controls access or in the saved searches for Inbox and Sent s that are displayed under the heading. By default, the saved searches shown under the heading have eliminated the rule and workflow s. For instance, the Inbox search is defined as:

2 If you prefer to allow users to see all reminder s they are sent from the system under this search, you can eliminate the restrictions on Sending Type. ALL COMMUNICATIONS TABLE ACCESS In addition to the special left pane heading, users can be given direct access to the All Communications table and its subtables under the Tables heading. This is generally not recommended for staff users other than admins because it makes permission control more complex and is unnecessary. If you give users access to the All Communications table but don t want them to be able to see all communications, you must define a permission filter to eliminate the classes of communications that they cannot see. By default, we have limited access to communications linked to employee records for all groups with a permission filter on the All Communications/ table: This filter prevents users from seeing s linked to employees unless they are the recipient or sender of the . COMMUNICATIONS WITHIN RECORDS OF OTHER TABLES Within each table of the system, there is a field of data type Communications Search Result that can show all communications that are related to the records of that table. If you do not give users direct access to the All Communications table, then you can control their access to all record-related communications by giving them access to the field showing related communications in that table. The default behavior is to allow staff users to see communications for all records that they can view or edit within the record itself. If you don t want staff users to see any communications for a given table, you can simply not give them access to the communications field in that table. If you need to filter within a particular table in terms of which s staff users can view, you must do this via their general permission filter on the whole All Communications table. SHOWING COMMUNICATIONS IN OTHER RECORDS Communications may be linked to a single record in any table of EnterpriseWizard. When a communication is created from within a record -- for instance if a record is selected and then the icon used to send an about that record -- it will be automatically linked to that record and will be visible within the communications field for that record. Likewise, using the Outlook plug-in to forward s to the system will result in the being linked to either the sender or recipient of the forwarded (depending on the mapping defined by the personal inbound setup). However, although communications may be linked to only one record in one table, they may be made visible from within records in multiple other tables. This is done by adjusting the filter on the Communications field in the individual table. COMMUNICATION FIELD MAPPING This functionality is enabled by the data that is populated in the communication record itself. When EnterpriseWizard receives or sends an it tries to find both the sender s address and any to addresses among users of the system. If it finds a match on either field, it populates the related fields: From login, From Company, and To Logins, To companies with the values for the recognized users.

3 Since an may have multiple recipients, the To Logins and To Companies fields are linked fields that allow multiple values. Here is an example of an forwarded to the system from Outlook: Because the captures both the recipients and their companies, it is possible to show s sent to individuals/companies by matching either the individual or the company to any field in any record. ENLARGING THE FILTER OF COMMUNICATIONS FIELDS For instance, in the Company table, the Communications field filter may be configured to show not just the communications that were sent from a particular Company record, but all s that were sent in which the To Companies or From Company contained that company: Likewise, any communications field in any table may have the filter on which it is based edited to enlarge the range of s to be displayed (by going to Setup > Tables > choose table > Edit > Fields > choose Communications field > Edit and go to Permissions tab to modify the saved search). USING THE OUTLOOK PLUG-IN It is now possible to install an outlook plug-in that will enable you to forward any received or sent from your Outlook mail program into the system and have it automatically linked to the correct records within EnterpriseWizard. Following are step-by-step instructions for setting this up. CREATE AN INBOUND ACCOUNT The first step is to create an inbound account to use for this purpose. It should be an account that is not used as the inbound account for any particular table. Once you have the account set up and its credentials, you are ready for the next step. CONFIGURE THE PERSONAL INBOUND SETTINGS When the system receives to the new account, it needs to know where to look to find a match on the original to and from addresses in the . It will search through multiple tables in the order you select for a match, and link the inbound to the first match it finds. To configure this, go to Setup > > Configure Personal Inbound:

4 This will bring up the personal inbound wizard. Click on New to create a new mapping. You will see a screen such as: You can list as many tables as you like. Start from the final table where people end up. In other words, if someone starts out as a lead and ends up as a contact if they purchase, start from Contact. Remember that this configuration determines what record an is linked to, but it can still be viewed in the contact record of any other people cc d on the by setting the filters on the communication field appropriately in the contact tables. Complete the wizard by filling out the credentials for popping the account. DOWNLOAD THE OUTLOOK PLUG-IN Now you are ready to download the plug-in. Go to Home > Preferences and scroll to the bottom to find the button to download the plug-in: Once you download the plug-in you can install it in Outlook by double-clicking on the file. Please note that if you use an anti-virus program like Norton Utilities, it is best to disable that program before starting the installation. Also note that if you have installed the plug-in previously, you can use Windows add/remove software to remove the old version before installing a newer version. Once installed, the plug-in adds two buttons to Outlook, one on the main window: This button causes a selected to be forwarded to the inbound account, so it can be used to forward s you receive from customers or prospects into the system. Such s will be mapped according to the original to and from addresses. So suppose you receive an from john smith and click this button. The in EW will show as being from John Smith and will be linked to his contact record (if it exists),

5 and it will show as being to you. You will therefore see it in the Communications heading on the left pane under the Inbox search. The second button is visible on the sending dialogue in Outlook and is labeled Send and CC CRM. Depending on your version of outlook and your toolbar configuration, it may appear behind the Add-ins tab or it may appear on the main screen: The effect of clicking this button while composing an is to send the from outlook and cc it to the system. In this case, the to and from mappings of the as sent will be mapped to the system. In other words, in EnterpriseWizard it will appear as being from you and to the recipient. AUTOMATING FORWARDING TO THE SYSTEM Note that the Outlook Plug-in does rely upon staff users to remember to click the buttons to send s to the system. If you want to be sure that all s end up in the system, individual users can set up a rule in their own Outlook account to auto-forward all sent or received s meeting some criteria to the inbound account. And if your company doesn t use Outlook, you can still benefit from the personal inbound mapping by forwarding s from any client into the personal inbound account.