QUICK REFERENCE GUIDE. Cloud Communications. Masergy Dialer for Chrome Quick Reference Guide

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1 QUICK REFERENCE GUIDE Cloud Communications Masergy Dialer for Chrome Quick Reference Guide

2 Masergy s Dialer for Google Chrome (Dialer) is an easy to use Google Chrome extension that works with the Masergy Hosted UCaaS Solution. The Dialer provides an easy to use, very intuitive interface that allows for an enhanced productivity suite of activities to help you throughout your busy day at work. Whether it is a simply click-to-dial from your contacts, a web page or even Salesforce.com are all easily accomplished. Plus any inbound call received can pop your screen or easily be added into your contact list. Dialer integration into many popular CRM applications is also easily accomplished which includes Saleforce.com and Zendesk for example. The Dialer provides a call history log of all received, missed and placed calls. And whether you use Microsoft Outlook or Google Mail, the Dialer has the capability of allowing access to all of your key contacts. Want to get started Simply click on the Masergy s Dialer for Google Chrome to begin the installation. Google Chrome will ask you to Add the Dialer. In other words, it s requesting your permission to allow the following: Read and change all your data on the websites you visit - Used to scrape pages and turn numbers into click-todial. Read and change your bookmarks - Creating easy access call bookmarks. Capture content off your screen - For future OCR (Text Recognition) to turn numbers into click-to-dial. Read data you copy and paste - Allows Meet Me Conferencing to copy details to your system s clipboard. Manage your downloads - Allows Meet Me Conferencing to download the calendar events created. Open downloaded files - Allows Meet Me Conferencing to open the downloaded calendar events. 2

3 Click Add. Give Google Chrome a few moments to download the Dialer. Next after adding the Masergy s Dialer for Google Chrome, the Dialer s Dashboard will automatically open and will continue to happen until you successfully login to the Dialer. Follow the steps presented to let Zero Touch Provisioning (ZTP) to help you get started. Your login credentials will be your DIDNumber@broadcore.com plus your Personal Web Portal Password. Dialer Main tab houses all your contacts and is filtered by contact types (Busy Lamp Field, Enterprise Directory, Google, etc.) The Dialer Pop out is the Dialer itself. It can show up in various places. Dialer Location - In Google Chrome Browser (This image above shows a successful install) The in-browse option keeps the Dialer within your Google Chrome tabs. This is helpful because the Dialer will always be next to the content you re viewing. Any tab that was open before the Dialer started will have to be refreshed. This means the Dialer will open up in its own window which is a great option because sometimes there are particular tabs that Google Chrome disallows extensions in. Contact Entry When you hover over any entry on the Dialer and click on the button that appears, you ll toggle more details about that contact. All phone numbers are click-to-dial ready. 3

4 Contact Types All contacts no matter their origin are grouped into one massive list. To view only your Google contacts, click on the g near the search/filtering menu. Other directories can be found when hovering/clicking on the three little people. You can also search through ALL your contact by text terms. Dialer Location Pop Out Window Google Contacts Three Little People Icons Presence Now that you have enabled the Dialer on your Masergy Hosted UCaaS, you will see all your Busy Lamp Field entries will update with the contact s current status/state. You can add a LIVE FILTER to only show contacts with events: State - Red: Active, Orange: Alerting, Purple: Held. Memo - Short message about the event. Personality - Originator: You started the call. Terminator: The call was made to you. Endpoint - Device being used to talk on. Either mobile or desk. Duration - Time since the call was answered. Busy Lamp Field Filter for Live/Conversing Busy Lamp Field Now showing Live/Conversing Three Dots click here 4

5 Other Options and Settings Three (3) Dots to Options 1. How you get to Menu Options. 2. This is the Menu and click here for Dashboard/Options. Dashboard The Dashboard tab helps you identify things about your Dialer. At a glance you can see what integrations are enabled, what Broadsoft/Broadworks actions are active, plus a few other things with room for growth. Broadworks(Masergy Hosted UCaaS) This tab helps you configure Remote office, Call Forwarding Options, and many other telephony related options for your Masergy Hosted UCaaS solution. 5

6 Integrations Extends the use of the Dialer application to: Salesforce.com - a customer relationship management (CRM) software and cloud computing leader in CRM solutions for businesses large & small. With integration API will provide you the ability to create leads and accounts, plus log calls and pull up records based on call details. Hook - allows you to append phone= to the end of any URL which then triggers a window pop, depending on the Call State you choose. Google - allows easy access to all your Google contacts. Wallboard - provides the ability for Call Center supervisors to monitor live queue details. Including number of agents staffed, idle, average wait time and call handling time, plus more. Converse Converse js is a free and open source XMPP chat client. Office Match a call to your Office 365 contacts. View calendar events and s between you and the caller. Zendesk - Access user information either from searching or selecting a current/received call. Edit a user s information or see their requested tickets and reply. Notifications Define application volume and alert preferences. 6

7 Interactions How the Dialer application integrates with you click to dial and other preference selections. Service Provider This section is already configured for use on Masergy Hosted UCaaS for your convenience. Advanced Please use caution when using this tab. 7

8 Masergy Dialer Menu Images Dialer Call Logs Conferencing Interactions The above actual images illustrate the various menu functions of the Masergy Dialer Voice Mail 3 Dots for Options Do Not Disturb Dial Pad The above image shows what each icon on the bottom of the Masergy s Dialer Note: Masergy Dialer is limited to work with the primary telephone device only in a shared call appearance arrangement with click-to-dial. 8

9 Salesforce Integration with Dialer Logging a call for an existing contact into Salesforce.com is easy as a click of the button as shown in these images. 9

10 View of Contact from Salesforce.com Connector Creating a New Contact from the Call Log 10

11 Screen Scrape Correction Dialer will automatically convert any number on a Google Chrome browser page to be used for click-to-dial. However, as you can see in the image below (see arrow), a box or enlarged image around the number may appear. To fix this scenario, is very easy to change and doesn t prevent click-to-dial capabilities. All this procedure does is fix the appearance of numbers within s and other documents from having this type of image. First open a new Chrome Tab, right Click anywhere on browser page on the menu that appears go to Dialer Select Click to Dial Select Host Finally Select Disallow. Now the extra box will disappear around click-to-dial numbers. To Remove Chrome Extension If you decide to remove the Dialer, simply right click on the Dialer icon and select Remove from Chrome. Then you will get a Confirm Removal menu and click on Remove. Rev US +1 (866) MASERGY ( ) EMEA +44 (0) Masergy Communications, Inc.