Product Overview & Quick Start Guide

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1 Product Overview & Quick Start Guide

2 Table of Contents Sage CloudCall Plugin Overview 1 Company Overview 1 Product Overview 1 How to order CloudCall Click 2 Sage CloudCall - Administration Guide 3 Installation & Configuration 3 Sage CloudCall - User Guide 6 How CloudCall Click works 6 CloudCall Portal 6 Devices 7 Making a Call from Accounts or Contacts 8 Call History and Call Recordings 9 Viewing Notes and Call Recordings

3 Sage 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 Sage users to make calls and access call recordings directly from inside the Sage CRM and using Microsoft Outlook software 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 Sage Product Price: 10 per user per month (excluding phone calls) Product Overview: CloudCall Click provides Sage 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 Sage 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 Sage 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 working 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: Sage 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 Sage CRM CloudCall - Administration Guide Installation & Configuration Thank-you for signing up to CloudCall Click for Sage CRM, there are now 8 short steps to activate your plugin. You have completed the SYNETY CloudCall Click sign-up and your Click accounts have been created. You now need to install the SYNETY CloudCall Click plugin for your Sage CRM. To help you do this we have made it simple and put this into 8 steps below. Please note you will need the CloudCallPlugin.zip file we sent you when you first signed up to SYNETY. We also advise having a member of your team on hand that has administered rights. Step 1 From the left navigation pane go to: Administration- > Customisation -> Select Component Manager. Step 2 Add Component using Browse button, Select CloudCallPlugin.zip and press "upload new component" button. Step 3 Select CloudCall Plugin from available components and click install component from right action panel. Step 4 Make sure Apply all changes selection is set to yes. Step 5 Click Install Component from the right action panel. Step 6 Go to Administration - Users-> Security -> Security Profiles. Step 7 Select Any Profile from drop down list & click Edit all rights button. Step 8 Tick all check boxes under CloudCall device. Step 9 Configure your SYNETY account details You are now live

6 Sage CRM CloudCall - Administration Guide Installation & Configuration continued. Now you have installed CloudCall Click into your Sage CRM we need to configure the plugin with your CloudCall account and Password. This is done in a few simple steps: Within the Sage interface go to Administration followed by Users and Users again. Select your username Once in the user account, click on CloudCall Account Information on the top ribbon. Now click Change. You now need to enter your CloudCall credentials. To make it easy we have included a step by step process over the page to help you find these.

7 Sage CRM CloudCall - Administration Guide Installation & Configuration continued. Go to the SYNETY Portal and log in: Go to Configure Service accounts and click Service accounts followed by configure You will notice your number and password is displayed at the bottom of the screen these are the credentials you need to place into Sage. Once you have entered the above credentials you will notice any devices you had added to the SYNETY portal have now been synced with your Sage platform. Your service is configured and ready to use. Please consult the guide below for an overview of features and details of customer contacts

8 Sage 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 Sage using the CloudCall API, which works behind the scenes to provide the integration between the two systems. When you make a call from Sage 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 Sage 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 Sage 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.

9 Devices CloudCall Click for Sage 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 Sage user can view, edit and add new devices from the interface by selecting CloudCall Device from the top Application ribbon. The Device list for the logged in Sage CRM user will be shown. To add a new device, for instance a second DID, you click on the Add Device button. Note: Administrators are able to add and remove devices for other CloudCall Click users within your organisation by logging into the CloudCall Customer Portal and selecting Service Accounts from the menu. Adding a new device The in device name, enter a description for the device, eg: Mark s Desk Phone In the Device Number, enter the full direct dial number, for example for a UK number or for a US number. The order number determines where in your device list the device appears Important: Each device must have a direct dial number without requiring other actions to ring, such as button presses when using an auto-attendant.

10 Making a Call from Accounts or Contacts Calling Contacts: To makes calls from the Contacts list click on the contact name and then Make Call. To make a call from the Contacts record click on Select an Action and then Make Call from the dropdown list as per screenshot below: Once you have selected the Make Call you will see a Make Call form as per screenshot. If the Contact has multiple numbers listed then the system will bring in all the available numbers into the number drop down box please select which number you would like to call from the drop down box. The Device drop down box shows one or more registered devices you have. The device selected is the one that the call will be delivered to first. Making a Call from a lead This is exactly the same process as the above however instead you need to access the lead and then click on the lead contact details. Now click make call

11 Call History and Call Recordings CloudCall Click for Sage can automatically record phone calls you make through the system. To access call logs and replay call recordings you can click on the Communications tab this will give you a list of all call recordings. You can sort the calls by date and play any call recordings by clicking on the blue Playback button, as per the screenshot below. Call recording for individual users can be switched off via the Service Accounts section of the CloudCall Customer Portal. You can also download a copy of this recording from the SYNETY Portal. To download this file, click on the Call Recordings report within the Reporting menu and click on the green arrow (as shown below).

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

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