CloudCall for Salesforce- Quick Start Guide. CloudCall for Dynamics CRM Quick Start Guide

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1 CloudCall for Salesforce- Quick Start Guide CloudCall for Dynamics CRM Quick Start Guide 22/03/2015

2 Plugin Overview About SYNETY SYNETY is a leading cloud- based software and communications company that develops and provides CloudCall solutions. Our solutions allow companies to fully integrate their telecommunications systems into their existing CRM software, with the aim of ultimately improving efficiency and reducing costs. Prerequisites In order to make use of this plugin you will require either a CloudCall Click or CloudCall Contact Centre account. You will need to have Microsoft Dynamics 2015 either on premise or on- line. You will need to have administrator rights to install the Dynamics plugin. Supported Features Click To Call Call Logs & Call Recording Playback Add & View Call Notes Set & View Call Categories Schedule Follow Up Call Inbound Screen Pop Call Transfer Conference Calling Monitor, Whisper and Barge* ACD and Progressive Dialler (CloudCall Campaigns) CRM Sync* These features are only available in the non- integrated version of CloudCall at this time. We are working on a timescale on when these features will be available with the Dynamics Integration. 2

3 Installation of the Dynamics plugin Download Plugin To download the CloudCall Click and Contact Centre Plugin for Dynamics go to the Synety Portal. Login into the Portal using your credentials, select Software, and then Applications / CRM Plugins from the left hand menu. You will now be presented with a full list of all CRM integration plugins available. Search for Dynamics and you will be presented with a list of all plugins available for that product. To install the plugin you require, select the more information button on the required Dynamics plugin. Select the Installation URL. This will allow you to Save to your computer. 3

4 Install Managed Solution From the top navigation area, go to Settings From the top navigation area, select Customizations and then select Solutions Click Import on the Actions toolbar Locate where you saved the file and select it On the post Import Action Screen, select the checkbox to enable SDK plug- ins. This box must be selected for your CloudCall functionality to work 4

5 You must now select the Publish All Customization button from the top ribbon to complete the setup. 5

6 Configure Security Privileges From the top navigation area, go to Settings From the top navigation area, select Security Click Users to display the list of users Select the correct user to open up the User Details Window and then select Manage Roles from the menu at the top of the screen Select CloudCall security role and press OK 6

7 Configure CRM User CloudCall Accounts From the top navigation area, go to Settings From the top navigation area, select Security Click Users to display the list of users Select the correct user to open up the User Details Window Enter the relevant account information to configure the account Note: If the user is to be a Campaign Agent then select Yes to Campaign Agent in the top right hand of the screen CloudCall Account ID: CloudCall Admin ID: CloudCall Consumer Key: CloudCall Consumer Secret: This is the users Synety Account Number Available within the Synety Portal Profile Administrator Available within the Synety Portal Integration OAuth Keys Available within the Synety Portal Integration OAuth Keys Once your accounts have been configured please select Index Phone Number from the CloudCall ribbon. This allows you to search all formatted phone numbers already saved in MS Dynamics. 7

8 Devices CloudCall for Dynamics CRM 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 (DDI) numbers. When you signed up to CloudCall you were asked to add the direct dial (DDI) number for each user. We refer to these numbers as devices, since multiple devices can be setup for each user. As example list of devices would be Desk Phone and Mobile, however it is perfectly normal to have only one device registered for each user. After configuring a user their current list of available devices Each Dynamics CRM user can view, edit and add new devices from the interface by clicking on their currently selected number in the top bar and selecting either View Devices or Add Device Ensure that you enter the full direct dial number of any new device, for example for a UK number of for a US number. The device description displayed is used to refer the device entered. Once you click save, the CloudCall system will add your device and allows you to make calls on the screen. 8

9 Making a Call There are several ways to make a call within Dynamics, which are as follows: You can make a call from a Contact or Account list by simply clicking on the telephone number against any visible record. You can open any Contact, Account or Lead record and click on any telephone number visible within the selected record. 9

10 From within a Contact, Account or Lead record select the Make Call icon in the top left hand corner. If there is only one telephone number against the selected record then a call will be initiated immediately, whereas if multiple numbers exist the user will first have to select the number they wish to call, and also the click device they wish to use. The final way in which a user can initiate a call is to select the dial pad icon from the top ribbon, which will enable the user to enter a telephone number to call, which will call using the currently selected device as the click device. If the number is recognized within the CRM then the call history will be shown as an activity against that contact. 10

11 Call Controls within Dynamics Providing your Synety account is Contact Centre and is correctly configured then your user will be able to make use of the call controls available within Dynamics. From the screen pop below you can see the inbound window with the call controls at the bottom of the screen. These call controls are for creating a conference, pausing and resuming the call recording and transfer a call. From the call controls next to the contact number you can mute the caller and also put them on hold. 11

12 When creating a conference from within a calling window the user will also be able to mute, hold and terminate each call conference leg individually at the bottom of the screen, as per the screen shot below. 12

13 Call History and Call Recordings CloudCall for Dynamics CRM will automatically store details of all calls against any Contact, Account or Lead against the relevant record, and where the call recording permissions are set against a Synety Account then the call recording will also be available within Dynamics. Against any Contact, Account or Lead the call history will be shown within the listed Activities If you click on the telephone icon next to an activity, which also shows the call direction, then the details call details will be shown in a new window. 13

14 Against any Contact, Account or Lead the call history will be shown within the listed Activities If you click on the telephone icon next to an activity, which also shows the call direction, then the details call details will be shown in a new window. From within the new window, if you select Playback from the top left of the screen you will see a call recording playback window appear. 14

15 CloudCall Campaigns for Dynamics. Configuring Users As previously stated in the CRM user configuration, if the user needs to be configured as a campaign agent then you must select Yes against Campaign Agent in the top right of the screen. After the campaign agent has been configured, please click on the synchronize button from the CloudCall Ribbon. 15

16 All of your campaigns from the Synety Portal will be downloaded into your Dynamics CRM ready to be used. Campaign agents can be set their availability from the CloudCall Ribbon. 16

17 Inbound Campaign: For inbound campaign calls agents needs to have added the inbound campaign DDI into their exception list within the user configuration. When an inbound campaign call comes into the agent they will receive a popup notification along with the inbound campaign name. A contact make call window will appear with call controls in which the agent can make notes and categorise the call. After the call is hung up wrap- up time starts, the duration of which is determined by the campaign configuration within the Portal. This will give the agent time to save call notes before receiving the next campaign call. 17

18 All inbound campaign calls will be saved as a campaign activity and the saved notes as well as the call recording can be retrieved from here. 18

19 Outbound Campaign: Local Dynamics CRM contacts, accounts and leads can be uploaded to a Synety outbound campaign through the marketing list area of Dynamics. Create a marketing list and add members. Go to downloaded outbound campaign and add the created marketing list. 19

20 Select option To the campaign and all undistributed campaign activities. After successfully adding the marketing list in the Dynamics campaign, click the synchronize button from the CloudCall ribbon. Once synchronization has been completed all marketing list contacts / leads / accounts will be uploaded automatically into the campaign within the Synety portal. 20

21 Once all contacts have been uploaded and campaign resumed, all available agents will receive calls from the outbound campaign. They will also have call controls as well as the voice mail option which will trigger the voic retry count to increment by 1. For more information on the voic retry setting please see the Campaigns QSG. 21

22 All outbound campaign calls will be saved as a campaign activity and the saved notes as well as the call recording can be retrieved from here. 22

23 Getting Help Subscribe to our YouTube Channel or visit SYNETY Support Page and watch easy to follow how- to videos for CRM integrations Support Hours Support are available from 08:30 18:00, Monday to Friday UK Tel: +44 (0) US Tel: You can also log a case from your Synety Portal- Contact s Sales Department: sales@synety.com Technical Support: support@synety.com API Support: api@synety.com Accounts Department: accounts@synety.com Number Porting: porting@synety.com US Contact s Sales Department: us.sales@synety.com Technical Support: us.support@synety.com API Support: api@synety.com Accounts Department: us.accounts@synety.com Number Porting: porting@synety.com Follow our Twitter Support Follow our LinkedIn 23