Product Overview & Quick Start Guide

Transcription

1 Product Overview & Quick Start Guide

2 Table of Contents Bullhorn CRM CloudCall Plugin Overview 1 Company Overview 1 Product Overview 1 How to order CloudCall Click 2 Bullhorn CRM CloudCall - Administration Guide 3 Installation & Configuration 3 Bullhorn CRM CloudCall - User Guide 4 How CloudCall Click works 4 CloudCall Portal 4 Devices 5 Making a Call from Accounts or Contacts 6 Viewing Call Notes 7

3 Bullhorn 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 Bullhorn users to make calls and access call recordings directly from inside the Bullhorn 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 Bullhorn Product Price: 10 per user per month (excluding phone calls) Product Overview: CloudCall Click provides Bullhorn 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 Bullhorn 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 Bullhorn 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: Bullhorn 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 Bullhorn CRM CloudCall - Administration Guide Installation & Configuration Thank-you for signing up to CloudCall Click for Bullhorn CRM, there are now 3 short steps to activate your plugin. Step 1 You send your Bullhorn Support contact a ticket requesting activation of CloudCall Click on your Bullhorn installation Step 2 Confirmation received by SYNETY of your CloudCall Click activation. You login to confirm Click users. Step 3 SYNETY Support test your installation, confirm activation and provide you with web training. Your CloudCall Click for Bullhorn service is live and ready to use. Step 1 You have completed the SYNETY CloudCall Click sign-up and your Click accounts have been created. You now need to contact your Bullhorn support contact and have them submit a ticket to enable Synety CloudCall Click on your Bullhorn installation. An example of ticket submission is as follows: A. Open a new ticket via the Bullhorn resource centre. B. In the Subject field, type the subject of your question. For example, Marketplace Activation C. In the Question field, type the content of your question. For example, "Please activate Partner Synety on my account?" D. From the Category drop-down, select the Marketplace Integrations category and from the Sub- Category drop-down, select Synety. E. Set the severity to medium and continue. Step 2 Bullhorn will enable your CloudCall Click service on your Bullhorn installation and confirm with SYNETY once this has been completed. SYNETY will you to ask you to log into the CloudCall Portal to reconfirm the Bullhorn users to be enabled with CloudCall Click. Step 3 Once SYNETY is in receipt of your CloudCall Click Bullhorn activation, our engineers will test your installation to ensure it is functioning correctly and then contact you to arrange a short web training session to ensure you fully understand the features of the service. Following Step 3, your service is live and ready to use. Please consult the guide below for an overview of features and details of customer contacts.

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

7 Devices CloudCall Click for Bullhorn 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 Bullhorn 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 Bullhorn CRM user will be shown. To add a new device, for instance a second DID, you click on the Add button. To remove a device, click on the red icon to the left of the device. 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. Make sure you make note of the Device Pin. Once the Save button has been pressed, the device telephone number you have entered will ring and you will be asked to enter the pin number you were given. Once this has been entered the device is ready to use. Important: Each device must have a direct dial number without requiring other actions to ring, such as button presses when using an auto-attendant.

8 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 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 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.

9 Call History and Call Recordings CloudCall Click for Bullhorn can automatically record phone calls you make through the system. To access call logs and replay call recordings you can click on the Call History tab 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. Viewing Call Notes CloudCall Click for Bullhorn allows the user to make notes on a call and access these at a later date. To access the notes you have made on a call simply select either candidates & candidates list or Companies & Companies list. Click on contact from the dropdown list. By clicking on the overview tab a table of previous calls will be displayed. To access the call notes simply click on the purple arrow to the left of date/ time.

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