Product Overview & Quick Start Guide

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1 Product Overview & Quick Start Guide

2 Table of Contents Dynamics CRM CloudCall Plugin Overview 2 Company Overview 2 Product Overview 2 How to order CloudCall Click 3 Product Screenshots and descriptions 4 Dynamics CRM CloudCall - Administration Guide 7 Installation & Configuration 7 Dynamics CRM CloudCall - User Guide 8 How CloudCall Click works 8 CloudCall Portal 9 Devices 9 Making a Call from Accounts or Contacts 11 Call History and Call Recordings 12

3 Dynamics 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 Dynamics users to make calls and access call recordings directly from inside Microsoft CRM and 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 Microsoft Dynamics CRM 2011 Product Price: 10 per user per month (excluding phone calls) Product Overview: CloudCall Click provides Dynamics 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 Microsoft 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 Microsoft 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: Microsoft 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 Dynamics CRM CloudCall - Administration Guide Installation & Configuration Thank-you for signing up to CloudCall Click for Dynamics CRM, there are now 3 short steps to activate your plugin. Step 1 Perform activities to Install managed solution of CloudCall Click on your Dynamics CRM installation. Step 2 Configure Security Privilege of CloudCall Click with Dynamics CRM installation to provide you with necessary accessibility. Step 3 Configure CRM user CloudCall accounts with valid user & password for first time configuration Step 4 Your CloudCall Click for Dynamics CRM is configured and ready to use. Step 1 1. From the Left Navigation area, Go to the Settings 2. From the Left Navigation area, Select Solutions under Customization 3. Click Import Data on the Actions toolbar 4. Locate where you save the file, and select CloudCallPlugIn_1_0_managed.zip 5. On the post Import Action Screen, select checkbox to enable SDK plug-ins. This box must be selected for CloudCall to function

6 Dynamics CRM CloudCall - Administration Guide Installation & Configuration continued. Step 2 1. From the Left Navigation area, Go to the Settings 2. From the Left Navigation area, Select Administration under System 3. Click Users to display list of Users. 4. Select User and double click on the row to pop User Details Window 5. From the Left Navigation area, Go to the Security Roles under Common 6. Click Manage Roles on the Actions toolbar 7. Select CloudCall Security Role & Click OK 8. From the Left Navigation are, Go to the Field Security Profiles under Common 9. Click Add on the Actions toolbar 10. Select CloudCall Field Security Profile & Click OK 11. From the Left Navigation area, Select General under Information & Click Save using Application Ribbon on Top

7 Step 3 1. From the Left Navigation area, Go to the Settings 2. From the Left Navigation area, Select Administration under System 3. Click Users to display list of Users 4. Select User and double click on the row to pop User Details Window 5. Enter CloudCall Account & Password for the User 6. Click Save & Close using Application Ribbon on Top To access your credentials 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. 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

8 Microsoft Dynamics 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 Dynamics using the CloudCall API, which works behind the scenes to provide the integration between the two systems. When you make a call from Dynamics 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 Dynamics 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 Dynamics 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 Dynamics CRM turns 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 Dynamics CRM user can view, edit and add new devices from the interface by selecting View Devices from the top Application ribbon. The Device list for the logged in Dynamics CRM user will be shown. To add a new device, for instance a second DID, you click on the Add Device button from the top Application ribbon. 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 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 call on the screen. Important: Each device must have a direct dial number without requiring other actions to ring, such as button presses when using an autoattendant.

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 from the Application Ribbon on top as per screenshot below. To make a call from the Contacts record click on Make Call from the Application ribbon as per screenshot below. Once you have selected the Make Call you will see a Make Call form as per screenshot. If the Contact or Candidate has multiple numbers listed them 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.

11 Call History and Call Recordings CloudCall Click for Dynamics CRM can automatically record phone calls you make through the system. To access call logs and replay call recordings you can click on the Closed Activities inside an Account or Contact record. You can sort the calls by date and play any call recordings by clicking on the Playback button using Application Ribbon on the top as per the screenshot below. Call recording for individual users can be switched off via the Service Accounts section of the CloudCall Customer Portal.

12 Product Screenshots and descriptions Screenshot1: Contact can be called from the contact list or inside the contact record. Screenshot2: CloudCall Click user can make call notes and hang-up the call directly from the Call screen

13 Screenshot4: The full call notes can be opened and call recording played back from here

14 Screenshot5: Each user can have multiple devices assigned to them, e.g.: desk phone, mobile etc.

15 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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