CRM-Bridge User Guide. Version Page B. Software Consulting, Inc. All Rights Reserved.

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1 Version Page 1

2 Table of Contents Table of Contents... 2 Requirements... 3 Installation... 4 Running CRM-Bridge... 4 Licensing CRM-Bridge... 4 Configuration... 5 Application Settings... 5 Dial Settings... 7 Telephony Settings... 8 CRM Settings... 9 Page 2

3 Requirements Client Machine: Windows XP, Windows 7 Vertical ViewPoint Microsoft.NET Framework 3.5 Vertical Wave Server: CRM: A Valid CRM Bridge serial number Vertical Wave A Valid Vertical Wave CRM-Bridge License that should be installed on your Wave server. A valid CRM account Page 3

4 Installation Insert the CRM-Bridge installation DVD. The CRM-Bridge installation should automatically begin. Follow the on screen instruction to complete installation. Note: If the installation does not begin, browse to the contents of the DVD and click on setup.exe. Licensing CRM-Bridge After the CRM-Bridge installation completes. An activation dialog will be shown. See below. Enter the CRM-Bridge serial number. Note: You can find the CRM-Bridge serial number affixed to the back of the DVD case for the CRM-Bridge Installation DVD. Running CRM-Bridge Click Start > CRM-Bridge. See below. Or Click Start >Program Files > B. Software Consulting > CRM-Bridge. See below. When the CRM-Bridge is running the CRM-Bridge icon will appear in the task bar. See below. The main CRM-Bridge form is below. The CRM type will appear in the title bar. Note: Before the CRM-Bridge can be used it must be configured. Configuration information will NOT have to be re-entered once set by user, unless credentials for the user change in WAVE or in the CRM system. Page 4

5 Configuration From the main CRM-Bridge form click the button. Or right click on the CRM-Bridge task bar icon and click the button. Application Settings Pop-Up Settings Auto Hide Notification: If checked, the number of seconds to show the notification window will need to be defined. Example of call notification pop-up below. Pop Up Top Most: If checked the multi-match dialog box will be top most when shown. If more than one match is made in the CRM for an inbound call a multi match dialog will be displayed to the user, to determine which CRM object should be used on that specific call. Example of the multi-match dialog below. Page 5

6 Pop Up on my Calls and Queue Calls: If checked the adapter will pop notifications and CRM screens for calls, for the configured Wave user as well as for calls onto the call center queues the user is signed into. Pop Up on my Calls ONLY: If checked the adater will pop notifications and CRM screens for calls, for the configuired Wave user. This is the default setting. Pop Event Connected: If checked, screen pops will occur when the call is in the Active state i.e. Connected. Calling: If checked, screen pops will occur when the call is in the Calling state i.e. the number being called starts to ring. Default for screen pops on outbound calls. Ringing: If checked, screen pops will occur when the call is in the Rining state i.e. the users phone is ringing. Default for screen pops on inbound calls. Enable Web Click to Call In order to dial from the CRM system, this must be enabled. Port: This is the HTTP port that the CRM-Bridge will use to listen for Click-to-call requests from the CRM system. An example request template will be created to be used a template for Click-to-call links in the CRM system. Enable Snapping to Desktop This enables and defines the pixel threshold that should be used by the main CRM-Bridge form to make the form snap to the edges of the desktop. Other Trace Enabled: This turn on the rolling trace file. For debuging purpose. Start Browser on Login: This will launch an instance of the default borwser (with the URL configured in the CRM Settings Tab > CRM Basic Configuration > URL) when the CRM Adater logs into the Wave and CRM systems. Page 6

7 Dial Settings Long Distance Calls Add national access code: If checked, the CRM-Bridge will prefix the number received to be dialed by the CRM system. Do not use national access code for the following area codes : If checked, the CRM-Bridge will not prefix the number with the national access code defined above, for numbers containing area codes defined. Dialing Prefix Add dialing prefix: If checked, the number defined will be prefixed to number received from the CRM system. Internal extension number length: This is the number of digits the CRM-Bridge will use to determine if an inbound call is an internal caller. Page 7

8 Telephony Settings Telephony Server Options Server: This is the Wave server address. This information would be required to login to Wave Viewpoint. Login: This is the users Wave login. This information would be required to login to Wave Viewpoint. Password: This is the users Wave password. This information would be required to login to Wave Viewpoint. Station ID: This is the Wave station number for the user. Station Usage: This is the type of Wave Station usage that should be set for the user. Default is Owner. Status Login: This is the personal status that will be set for the user in Wave, when the user logs into the CRM-Bridge. Status Logoff: This is the personal status that will be set for the user in Wave, when the user logs out of the CRM-Bridge. Click the test button to check configurted Wave user credentials against the Wave system. Page 8

9 CRM Settings CRM Basic Configuration URL: This is the base CRM URL to be used for screen pops. CRM Endpoint Configuration Address: This is the CRM API Endpoint that should be used by the adapter. See CRM vendor documentation for more information. Login: This is the users CRM login. Typically the users address. Password: This is the users CRM password. Some CRM systems require the users password to be prefixed or suffixed by a user specific CRM API token. See CRM vendor documentation for more information. Click the test button to check configurted CRM user credentials against the CRM system. Accounts Pop Accounts: If checked, configured call events (based on Application Settings > Pop Up Settings > Pop Event) associated with CRM Accounts will occur. Edit: The edit view of the Account object will be shown in the CRM system for screen pops. View: The view only view of the Account object will be shown in the CRM system for screen pops. Page 9

10 Contacts Pop Contacts: If checked, configured call events (based on Application Settings > Pop Up Settings > Pop Event) associated with CRM Contacts will occur. Edit: The edit view of the Account object will be shown in the CRM system for screen pops. View: The view only view of the Contact object will be shown in the CRM system for screen pops. Leads Pop Leads: If checked, configured call events (based on Application Settings > Pop Up Settings > Pop Event) associated with CRM Leads will occur. Edit: The edit view of the Account object will be shown in the CRM system for screen pops. View: The view only view of the Contact object will be shown in the CRM system for screen pops. Log Inbound Calls to CRM Log Inbound Calls to CRM: If checked, an inbound call will create a new CRM activity object for the CRM object matched that was found by the CRM-Bridge or selected by the user. Automatically: A CRM activity object will be created automatically for inbound calls. Prompt: The user will be prompted to confirm creation of a CRM activity object for an inbound call. Pop Logged Call: If checked, the CRM activity object will be screen poped. Edit: The edit view of the Activity object will be shown in the CRM system. View: The view only view of the Activity object will be shown in the CRM system. Log Outbound Calls to CRM Log Outbound Calls to CRM: If checked, an outbound call will create a new CRM activity object for the CRM object matched that was found by the CRM-Bridge or selected by the user. Automatically: A CRM activity object will be created automatically for outbound calls. Prompt: The user will be prompted to confirm creation of a CRM activity object for an outbound call. Pop Logged Call: If checked, the CRM activity object will be screen poped. Edit: The edit view of the Activity object will be shown in the CRM system. Page 10

11 View: The view only view of the Activity object will be shown in the CRM system. Advanced Search Pop Search: If checked, an additional advanced search will be done based on configured call events (based on Application Settings > Pop Up Settings > Pop Event) associated with CRM objects. Always: An advanced search against the CRM will be done even when a specific CRM object is found in the CRM system for a Caller ID. No Info Found: An advanced search against the CRM will be done only when no matches are found using the Caller ID or Caller Name. URL: This is the template of the string that should be appended to the CRM Settings > CRM Basic configuration > URL (the {0} in the template string) in order to extecute an adavanced search within the CRM system. See CRM vendor documentation for more information. Note: {1} will be the CallerID number and the {2} will be the caller name. Page 11