Table of Contents. CallPro CRM CloudCall Plugin Overview 1 Company Overview 1 Product Overview 1 How to order CloudCall Click 2

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2 Table of Contents CallPro CRM CloudCall Plugin Overview 1 Company Overview 1 Product Overview 1 How to order CloudCall Click 2 CallPro CRM CloudCall - Administration Guide 3 Installation & Configuration 3 CallPro CRM CloudCall - User Guide 7 How CloudCall Click works 7 CloudCall Portal 7 Devices 8 Making a Call from Contacts 9 Call History and Call Recordings 10 Support details 12

3 CallPro CRM CloudCall Plugin Overview Company Overview SYNETY is a UK based provider of integrated telecommunications services for CRM providers. The company provides a Cloud based integrated communications service called SYNETY CloudCall Click. Designed for small and medium sized businesses, CloudCall Click allows CallPro users to make calls and access call recordings directly from inside CallPro CRM without requiring any new hardware. CloudCall Click works with virtually any existing phone system, including PABXs, Skype, Lync or various hosted VoIP telephony solutions. CloudCall Click offers customers access to our wholesale billing rate, giving an instance return on investment. CloudCall Click is available for 10 per user per month, and includes call recording with extended storage at no extra cost as well as real-time reports and dashboards accessible through our web portal or via our RESTful API. If a full PBX replacement is required - CloudCall Enterprise provides businesses with an advanced hosted PBX service with access to our CloudCall API to integrate into your existing software without requiring specialist phones or telephone lines. SYNETY Ltd is a wholly owned subsidiary of SYNETY Group plc. - a London AIM listed business. Product Overview Product Name: CloudCall Click Product Purpose: Telephony integration for CallPro CRM Product Price: 10 per user per month (excluding phone calls) Product Overview: CloudCall Click provides CallPro CRM customers with improved productivity for their sales and support teams by streamlining the process of calling prospects/contacts/customers and making call notes. CloudCall Click enhances sales training and customer service by giving the ability to replace any phone conversation from within the contact record in CallPro CRM. Product Benefits: Provides sales teams with increased productivity through faster calling and call note creation. Provides sales teams with improved training through replay of sales calls directly from Callpro CRM. Provides management with enhanced visibility into sales telephone productivity through reports and dashboards. Provides improved knowledge for sales and customer service through the ability to replay any customer or supplier conversation. Reduces company telephony costs by up to 70% using the wholesale carrier calling rate included with CloudCall Click. Enhance customers existing phone system investments CloudCall Click provides overlay functionality for virtually any existing phone system, extending the useful life of customer hardware. CloudCall Click even works with smartphones providing call recording to mobile devices.

4 How to order CloudCall Click The CloudCall Click service can be ordered either by calling our account management team and completing an order form or by signing up to the service directly through the website. When setting up through the website, the service will be provisioned instantly and you will be able to start using the service immediately. Below are the 6 simple steps to enable your CloudCall Click service through SYNETY: Step 1: Go to and choose CloudCall Click, then select the Active Now button. Step 4: Select the CloudCall Click integration you require. In this instance select: CallPro CRM Step 2: choose the total number of users and enter their names and addresses. Step 5: Enter your company name, address and billing Details you can pay by credit card or direct debit. Step3: Enter each users DDI (direct dial) number. Step 6: Tick to confirm you agree to the terms and Conditions and then your service will be setup and live.

5 CallPro CRM CloudCall - Administration Guide Installation & Configuration Thank-you for signing up to CloudCall Click for CallPro CRM, there are now 3 short steps to activate your plugin. Step 1 Select the user(s) you wish to configure for CloudCall Click and CallPro from your CallPro Platform Step 2 Enter the users Accunt Number, Password and Caller number (all found in the SYNETY Portal) Step 3 Enable Call Recording on the database area. Step 4 Activate changes and apply to your chosen area Step 1 1. From the Left Navigation area, click on the green arrow menu button 2. Go to Setup (orange box) and then click on User Profiles (olive green box) 3. Select the user you wish to configure for CloudCall Click and Click on their name 4. From the user screen click on Permissions. This will open the menu further. 5. Finally click on Configure within the dialling method section

6 CallPro CRM CloudCall - Administration Guide Installation & Configuration continued. Step 2 1. Once the configure button has been pressed a pop up dialling method box appears (below) 2. Now enter your SYNETY CloudCall Click credentials. If you do not have the above CloudCall Click Account credentials to hand you can get these from the Synety Portal. To do this go to: To get you Account number and account password, go to Configuration then Service Accounts select the user you wish to set up by pressing the Configure button. Once the information is displayed make note of the Number and service password. Your caller number is the default click to call number you wish to call from, ie your DDI.

7 Step 3 Enable Call Recording on the Database Area 1. Click Menu > Setup > Database Areas 1. Select the Database area you wish to configure. 2. Click on Dialling & Call Recording 3. Tick the enable call recording box and press Save

8 Step 4 1. Now we need to apply the changes you have made. 2. You can do this by going to Menu > File > Change Area > select area to save your new settings. Your account list will now appear in your selected area. Following Step 3, your service is configured and ready to use. Please consult the guide below for an overview of features and details of customer contacts

9 CallPro CRM CloudCall Click- User Guide How CloudCall Click works CloudCall Click does not require you to purchase any new hardware as it works with any existing phone system. CloudCall Click is integrated with CallPro CRM using the CloudCall API, which works behind the scenes to provide the integration between the two systems. When you make a call from CallPro CRM the system sends a secure web request to the CloudCall platform to make a call, first connecting back to the user s registered device (see devices below), then when the phone is answered by the CallPro CRM user, the call is connected through to the destination. All calls are made from the CloudCall platform and not from your phone system allowing us to provide you with advanced capabilities like Call Recording and Reporting. CloudCall Portal CloudCall Portal allows you to control all our CloudCall Click services including CloudCall Click for CallPro CRM and includes advanced staff performance reports and a real-time dashboard, which are included in the service. The CloudCall Portal is designed for the company administrator and when you signed up with SYNETY you would have received your admin username and password for the CloudCall Portal. Administrators can add new users, view calls from all the users, run and export reports and even replay call recordings for all users within your organisation. You access the portal by going to the SYNETY website at and clicking on the Customer Login button at the top of the home page. CloudCall Dashboard shows realtime calls in progress, team performance, call distribution across the organisation and various other metrics.

10 Devices CloudCall Click for CallPro turns your CRM into a powerful telephone platform and works with any existing phone system (PABX), VOIP PBX, and directly connected telephones or mobile / wireless handsets that support direct dial (DID) numbers. When you signed up to CloudCall Click you were asked to add the direct dial (DID) number for each user. We refer to these numbers as devices, since multiple devices can be setup for each user. An example list of devices would be Desk Phone and Mobile, however it is perfectly normal to have only one device registered for each user. Each CallPro CRM user can view, edit and change their device from the CallPro interface by following the below simple steps: 1. From the Left Navigation area, click on the green arrow menu button 2. Go to Setup (orange box) and then click on User Profiles (olive green box) 3. Select the user you wish to configure for CloudCall Click and Click on their name 4. From the user screen click on Permissions. This will open the menu further. 5. Finally click on Configure within the dialling method section To Change the device you wish to call from, you need to enter the telephone number here and press save.

11 Making a Call from your contacts To make a call from your account list, simply click on the account you wish to call and click on the account name Click on the Dial icon to make the call (as highlighted) To make notes on your about the call simply enter these in the notes box. To end the call simply press the hang up button (as highlighted above). You will then need to select the Response from the drop down menu. You can then press Save.

12 Call History and Call Recordings CloudCall Click for CallPro CRM can automatically record phone calls you make through the system. To access call logs and replay call recordings you can access these two ways. 1. Scroll down with an account until you find the additional information area. Here you will find all calls and call recordings made to that particular contact (Below) To listen to a recording click on the green tick and the file will download. Once downloaded open the file by clicking on it. This will then open in windows media player (below)

13 Call History and Call Recordings continued The second way to access your call history and a way you can see ALL calls made to ALL contacts is by going to View from the main menu and selecting Call History (Below): By using this function you will notice that all of your calls from that Database area are displayed. You can use the search options in the upper half of the screen to find particular calls and their call recordings. Like before, you can click on the green tick to download the call and listen to the call recording. You can save this call to your own personal network.

14 Support Hours Telephone Support: 8:30am 6.00pm Monday to Friday Contact s CallPro CRM Support: Sales Department: Technical Support: API Support: Accounts Department: Number Porting: Follow our Twitter Support

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