informed Pop to the Ph Pop to the PC op to he PC to the one Pop to the PC Pop to the Phone for Cisco UC500 series Introduction

Transcription

1 Introduction Screenpop is a familiar term in computer telephony and describes the process of capturing an incoming caller ID, searching popular contact management databases and then if a match is found, popping the record onto screen. With Be Informed we have integrated this application in Cisco UC 500 series and expanded its features. In addition to popping by CLI which will pop a record, you can also pop by DDI which will tell you how to greet the customer. As well as popping to we can also pop information to a Cisco IP Handset. Setting up the application is easy, it s all d via a web administrator. Application Overview BeInformed for UC500 is five different applications rolled into. It s designed to give you as many telephony features as we can, at an affordable price. Call Control on screen Personal History of all calls in and out, answered or missed. Screen popping on inbound calls Internal text chat with other BeInformed users Outbound dialling from any number highlighted on your PC screen the Ph 1

2 be On-screen Call Control and Call Forwarding As well as using your handset, now all the call control you need is on screen. This includes Dial, Answer, Hang Up, Hold, Retrieve, Transfer and Complete. If you want to use your PC keyboard that s simple too, you can assign a function to an F key. If you want to forward calls to another ph you can do this too by simply typing in the extension you want the calls to land on in the appropriate screen. Pop-Up or Full Screen - it s up to you! Whatever contact management or CRM database you are using, we have developed a driver to pop it. You can decide whether you want the record to pop on ringing in (that s before you answer the call) or on answer (that s as you answer the call) You can decide whether you want a small pop-up to quietly rise and fall in the right hand corner of your screen, or you want the full record to pop. If you opt for pop-up, then by simply clicking on it, the full record will be popped onto screen. And if you don t find a match for the incoming Caller ID we will pop a blank record. Once the record has popped you are live in the application and you can navigate anywhere you want inside the CRM system. the Ph 2

3 Available Database Drivers Outlook Microsoft Excel Access Microsoft CRM & Dynamics Microsoft SQL MySQL SugarCRM Goldmine Lotus Notes Sage Line 50 Act! Maximizer Salesforce.com Oracle (10g) Bespoke Drivers written 2000, 2002/XP, 2003, , , 2007 V1.2, V3.0, V , 2005 V4.1, V5.0 V4.1, V5.1 V6.5+, V7.5+ V6.5 V.10 V6.0, V8.0, V9.0, V10.0 V8.0, V10.0 Bespoke Database Drivers The list of supported database drivers is always under review and we are continuously adding new databases. However, if you want to integrate with some other database, we do have a custom service where we can look at building you a driver the Ph 3

4 The Ph can be the Intermediate form If you don t want to use a PC or you just want some top-line information, you can ignore the CRM application interface and simply extract data held in the database and display it on an appropriate Cisco IP handset like the 7960/7961 for example. So, you could extract Contact, Company, and Credit Limit for every incoming call and the web browser becomes an intermediate form to display the extracted data. Internal Text Chat The purpose of internal text chat, is to be able to communicate with other members of your company, group or team when they are on a ph call. Examples are: There s a call for you from Jim. Want it? - Or say you re busy? Tell him about the 500 discount if he buys more product. Can I have the customer when you are finished please? the Ph 4

5 Outbound Dialing Whether you are in a CRM application or not you can always dial out from screen with the hotkeys or you can click to dial in some database applications Every s signature has a teleph number Look at this signature. Can you see the contact details? There is a DDI number, a switchboard number, a fax and mobile number too. Now you can simply highlight the number you want, hit the hot keys and hey pres number is being dialled out automatically. How many times a day do you Google somebody? Another common use that demonstrates the versatility of Be Informed is Google. Look at the page below. All you do is to highlight the number the Ph Click the hotkeys and the application will dial out automatically. Your ph will start to ring. Simply pick up the handset (or headset) and continue as normal. 5

6 Any Contact. Any CRM Whether its Outlook, Goldmine, Act, SQL, Excel or Sage Line 50, you can call any teleph number whether its in the ph field or in the notes section. You can see which number is highlighted. Simply hit the hotkeys and the system will dial out automatically. By special request Microsoft Plug Ins Recently we encountered a situation where the customer wanted pure "clickto-call" with no keyboard intervention for around 200 people dialling from a database. We have now produced a mouse-only option. Here is the contacts screen from an Outlook Application. When the special Click to Dial module is installed, a Click-to-Dial icon appears in the Outlook toolbar. The application then shows you the contact selected and all the contact numbers against it. You choose the number you want and the number dials automatically from Outlook. the Ph 6