Integrating ACT! SAGE CRM with Cisco Unified Communications Manager Express (CUCME) on UC500 or ISRs

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Harriet Francis
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1 Integrating ACT! SAGE CRM with Cisco Unified Communications Manager Express (CUCME) on UC500 or ISRs

2 1. Introduction Prerequistes Setup Configuration Steps: Verification & Troubleshooting Disclaimer Support... 13

3 1. Introduction This document talks about how to setup ACT! CRM by Sage integration with CUCME on UC500 or ISRs. The document goes over basic setup steps and simple call flows. Any questions about ACT! database support and TAPI.NET should be directed to SAGE. With a successful integration of ACT! CRM to Cisco Unified CME, inbound calls to the agent s phone will result in a call popup on the desktop with the contact s information populated from the CRM database. An agent can control the IP phone by using the TAPI.NET add on and perform the following operations: Answer inbound calls Make outbound calls by dialing a number Click to dial a contact s phone number (phone 1, phone 2 and phone 3) Note that the CUCME TSP can be integrated with only one application at a given point of time. 2. Prerequistes Working knowledge of CUCME on UC500 & ISRs Working knowledge for ACT! CRM Purchase appropriate licenses for all applicable devices UC500 or ISR running Cisco Unified CME version 4.2 [IOS version 12.4(11)XW3]. Every agent/user should have a dedicated IP phone registered to Cisco Unified CME. CME TSP version ( ) ACT! by Sage Premium 2008 (10.0) (ST Edition) Version , Hotfix 1 from installed and running on agent PC TAPI.NET version from installed and running on agent PC Connection to the PSTN (public telephone network) via any of the following options is assumed to be working - FXO, BRI, T1 / E1 PRI or SIP PSTN connection MUST have caller ID enabled for inbound calls 3. Setup User PC CUCME on UC500 or ISR PSTN Connection PSTN IP phone A

4 4. Configuration Steps: a. On the UC500, ensure you have a phone or phones registered with the right username / passwords setup!--- Line 1 for Phone A ephone-dn 2 number 201 label 201 preference 1 call-forward busy 9999 call-forward noan 9999 timeout 10 no huntstop!--- Phone A Configuration ephone 3 description 201 username cisco password test mac-address 000A.8A type 7960 keep-conference endcall button 1:2 b. Install the CME TSP software on the PC that will be controlling the users phone. Step by Step instructions are at this link: nce_guide09186a html#wp Make sure you have the right username & password combination and the right IP address for the CUCME / UC500. You do not need to install the CME TSPlite software for this. c. Install the TAPI.NET application on the same PC you have the TSP installed. Step by Step instructions are at pages 6-7 at this link &mid=729 Note you need this addon for inbound screen pop integration with ACT. Make sure ACT is NOT running at this time. d. Now launch the ACT application on the desktop of that PC

--- Phone A Configuration ephone 3 description 201 username cisco password test mac-address 000A.8A67.5313 type 7960 keep-conference endcall button 1:2 b.

5 e. Go to Tools -> crmaddon.com -> it TAPI.NET -> itapi Configuration

6 f. Click on the TAPI tab: - uncheck the working without TAPI option - From the TAPI Device you should see Cisco Unified CME TSP #1 in the drop down select that - TAPI Provider should be Standard - Add any dial prefixes, area codes etc as required

CME TSP #1 in the drop down select that - TAPI Provider

7 g. Go to the Local Area Code settings and add the right info for area code and LD prefixes

8 h. Click on the ACT! phone Fields Tab and check Incoming Phone Number Search and Show Called Number

9 i. Click on the Popup Window tab and choose the fields you want to see on an inbound call: Hit OK and the TAPI.NET window should close.

10 j. To setup outbound calling go to Tools -> Preferences

11 k. Click on the Communications tab and select Dialer Preferences - Make sure Use Dialer is checked - Select the Cisco Unified CME TSP Line #1 from the dropdown for modem / line (there is no need to setup if you have already done this before with CME TSP setup but you can do it if you want) - Add a location with the right dial out properties such as dial 9 for outside line etc. This completes the configuration

if you have already done this before with CME TSP setup but you can do it if you want) - Add a

12 5. Verification & Troubleshooting a. Ensure the CME TSP is setup right and registers check the troubleshooting portion at: g_reference_guide09186a html#wp b. Outbound calls - Go to ACT and click on Phone Contact (assuming you have a Contact defined) and then hit Dial to call outbound

13 c. Inbound calls call from the PSTN and you should see a screen popup as below If inbound calling does not work make sure caller ID is enabled on your PSTN trunks and is working. Also, make sure you have the contact defined in the database if the contact is not defined you may not see the complete information as above. 6. Disclaimer Based on the testing done, the information contained in this document is assumed to be accurate. Please note that Cisco Systems and/or any of its resellers cannot be held responsible for issues with integration on a user s desktop. 7. Support Cisco TAC will support Cisco Unified CME TAPI configuration only. For support related questions on ACT! by Sage and TAPI.NET, please contact them directly.

Disclaimer Based on the testing done, the information contained in this document is assumed to be accurate.

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