AvePoint CallAssist for Microsoft Dynamics CRM. User Guide

Transcription

1 AvePint CallAssist fr Micrsft Dynamics CRM User Guide Revisin J Issued Nvember 2014

2 Table f Cntents Overview... 3 Signing in... 4 Using CallAssist... 5 Understanding the Menu Bar... 5 File Menu... 5 Cnversatin Menu... 5 Call Menu... 5 Tls Menu... 5 Help Menu... 6 Understanding the Persnal Infrmatin Area... 7 Understanding the CallAssist Tabs... 8 Retrieving Recrd Infrmatin Using the Dialing Functin Handling Incming Calls Creating a Cntact Creating a Cntact while Answering a Call Create a Cntact n a Tab Creating a Cntact via the New Cntact Windw Creating a Phne Call Activity Creating a Phne Call Activity While Making a Call Creating a Phne Call Activity While Answering a Call Creating a Phne Call Activity n a Tab Creating a Phne Call Activity via the CallAssist Activity Pp-Up r Dynamics CRM Transferring Recrd Infrmatin frm Dynamics CRM t CallAssist Appendix A: Supprted Dynamics CRM Entities fr the Call Numbers and Create a Phne Call Activity Functins Ntices and Cpyright Infrmatin

3 Overview CallAssist is an applicatin used t retrieve entities infrmatin and their clumns frm Dynamics CRM 2013 r Dynamics CRM 2011 by searching the Dynamics CRM database accrding t a user-entered keywrd. Then, the user can use the searched infrmatin t make a call, create a Phne Call activity, send an , and pen the entity in Dynamics CRM. The entities and their clumns frm which infrmatin is retrieved depend upn what is cnfigured in the CallAssist Admin Tl, which limits the scpe f the entities and the clumns that CallAssist is able t retrieve and use. Refer t CallAssist fr Micrsft Dynamics CRM Installatin and Cnfiguratin Guide fr details n installing CallAssist and cnfiguring the entities and their clumns in the CallAssist Admin Tl. *Nte: CallAssist is supprted n the fllwing English Dynamics CRM envirnments: Dynamics CRM 2011 Online, Dynamics CRM 2011 RTM, Dynamics CRM 2011 UR14, and Dynamics CRM 2013 Online and On-Premises. 3

4 Signing in Duble-click the CallAssist shrtcut n the desktp. If yur credentials are cnfigured already, the username and the passwrd appear autmatically n the lgin interface. Otherwise, enter yur credentials. Figure 1: Lgin interface On the lgin interface, yu can perfrm the fllwing actins: Select the Remember me checkbx t allw CallAssist t remember the username and the passwrd. Select the Sign In Autmatically checkbx t sign in autmatically when yu start CallAssist. Click Settings t cnfigure CallAssist settings. Fr detailed infrmatin n cnfiguring CallAssist Settings, please refer t Installatin and Cnfiguratin Guide. Click Sign In t examine yur credentials and t lg int the applicatin. 4

5 Using CallAssist Refer t the sectins belw fr infrmatin n perating the CallAssist applicatin. Understanding the Menu Bar In the menu bar, there are five drp-dwn ptins: File, Cnversatin, Call, Tls, and Help. They are intrduced as fllws. File Menu The File menu cntains the fllwing ptins: Settings Click Settings t cnfigure the CallAssist settings. Fr mre infrmatin n cnfiguring CallAssist Settings, refer t Installatin and Cnfiguratin Guide. Sign Out Click Sign Out t sign ut. Exit Click Exit t exit the applicatin. Cnversatin Menu The Cnversatin menu cntains the fllwing ptins. Select a recrd and then perfrm the fllwing actins: Create a Cntact Click Create a Cntact t create a new Cntact fr a particular call. Lg this Call Click Lg this Call t create a Phne Call activity. Open in CRM Click Open in CRM t pen the entity in Dynamics CRM. Send an Click Send an t send an when the address is set as the primary address. Delete Click Delete t delete the selected recrd. Call Menu The Call menu cntains the fllwing ptins: Call Select a recrd r the retrieved infrmatin and then click Call t dial the number. Accept When there is an incming call, click Accept t accept it. Hang Up Click Hang Up t hang up the call. Tls Menu The Tls menu cntains the fllwing ptins: 5

6 Check fr Update Click Check fr Update t check fr a CallAssist applicatin update. Histry Click Histry; the Call Histry pp-up windw appears. Yu can perfrm the fllwing actins. Check the recrd s detailed infrmatin. The recrd s State, Cntact, Phne, Time, and Duratin are listed. Use the State filter, the Time filter, r enter the key wrd in the Phne Number r Name field t search the desired recrds. The recrds which meet all cnfigured filter criteria will be displayed in the blank area. Select the recrds and click Exprt t exprt them t an Excel dcument (fr archiving purpses, fr example). Select the recrds and click Delete t delete them frm the histry recrds. Help Menu The Help menu cntains the fllwing ptins: Abut CallAssist Click Abut CallAssist t view the publisher, versin, and cpyright infrmatin. Prduct Registratin Click Prduct Registratin t apply a license. 6

7 Understanding the Persnal Infrmatin Area The persnal infrmatin area (as shwn belw) displays the user s name, avatar, and extensin. Click the avatar area n the left t select a picture t use as the avatar. Click n the right t cnfigure CallAssist settings. Under the name, the prvider infrmatin is displayed. If using ShreTel as the TAPI prvider, yur telephne number is displayed under the full name. Figure 2: The telephne number is displayed when using ShreTel as the TAPI prvider. If using Skype as the prvider, yur Skype name is displayed. If using Lync as the prvider, yur Lync name is displayed. 7

8 Understanding the CallAssist Tabs The five CallAssist tabs are described belw. All Displays all recrds, including incming and utging calls. Frm Displays received incming calls. T Displays utging calls. Miss Displays missed incming calls. Cntacts Displays search results after retrieving infrmatin frm Dynamics CRM. The fllwing actins can be perfrmed regardless f the selected tab: Hver ver the recrd/retrieved infrmatin t display additinal ptins. A pp-up windw appears. On the pp-up windw, the entity name, telephne number, date, and call duratin are displayed. Nte that this functin is nt available n the Cntacts tab. On this pp-up, click the Lg this Call buttn ( ) t create a Phne Call activity; click the pen in CRM ( ) buttn t pen the entity n the Dynamics CRM; click the send an ( ) buttn t send an (when the address infrmatin exists); r click the dial key t dial the number by the default prvider. Click the triangle next t the dial key t select anther prvider. Figure 3: Buttns in the pp-up windw. Right-click the recrd/retrieved infrmatin t display the fllwing ptins: Call Click Call t dial the number. Create a Cntact Click Create a Cntact t create a Dynamics CRM Cntact recrd fr this call if the call is nt linked with any Dynamics CRM recrd. Lg this Call Click Lg this Call t create a Phne Call activity fr this call. Open in CRM Click Open in CRM t pen the linked recrd f this call in Dynamics CRM. Send an Click Send an t pen yur system s default service. A blank with the cntact s address in the T field appears (when the cntact s address has been set as primary by the CallAssist Admin Tl). If 8

9 the address has nt been set as the primary address, yu cannt send an by clicking Send an . Delete Click Delete t delete the selected recrd. 9

10 Retrieving Recrd Infrmatin The retrieve functin searches fr infrmatin in Dynamics CRM accrding t a keywrd entered in CallAssist. Fllw the steps belw t use the retrieve functin: Enter a keywrd in the blank field (marked in the screensht belw). Bth the entity name and the cntents cntained in the specific clumns that are cnfigured in the Entity Retrieve area in Advanced tab can be used as keywrds. Als, the wildcard * is supprted. Yu can enter an asterisk (*) t stand fr the character string f any length. Yu can als mit the space and the fllwing characters in the keywrd when searching fr the phne numbers: - + # * ( ). Fr example, yu can find the phne number (123) with the keywrd Figure 4: Entering the keywrd in the blank field. Click the search buttn ( ) t start retrieving. The results will be displayed in the Cntacts tab. 10

11 Using the Dialing Functin T use the dialing functin, fllw the steps belw: Enter the phne number/sky ID/ address accrding t yur prvider in the blank field (marked in the screensht belw). Figure 5: Entering the Skype ID when using Skype as the prvider. Click the dial key ( ) t make the phne call. If desired, click the triangle buttn ( ) next t the dial key ( ) t select a prvider ther than the default. Then CallAssist starts dialing using the default r selected prvider. Nte that when the Cntacts tab is selected, the blank field is a search field, s utging calls cannt be made. 11

12 Besides, yu can als use the dialing functins n the All, Frm, T, Missed, and Cntacts tab as fllws: Duble-click the recrd r the retrieved infrmatin t start a call. This functin is available when the Start a call n Duble-Click checkbx in the General tab is selected. After dubleclicking the recrd r retrieved infrmatin, the Dialing Nw pp-up appears. This windw displays the entity name, phne number, the buttn fr hanging up, call duratin, the buttn fr creating a Phne Call activity, the buttn fr displaying/hiding the keypad, and the keypad. Nte the keypad can be displayed when using ShreTel as the TAPI prvider. Figure 6: The Dialing Nw pp-up windw appears after duble-clicking a recrd. 12

13 Hver ver the recrd/retrieved infrmatin t display additinal ptins. Click t dial the number using the default prvider; yu can als click the triangle next t the dial key t select anther prvider. Figure 7: Hvering ver the recrd t display additin ptins. 13

14 Handling Incming Calls When a call is incming, a pp-up windw appears displaying the infrmatin cnfigured in Inquiry Rules in Advanced tab. Figure 8: Incming Call pp-up windw fr a recrd which linked with a recrd. Figure 9: Incming Call pp-up windw fr a recrd which is nt linked with a recrd. In the Incming Call windw, yu can d the fllwing peratins: Click Accept t accept this incming call. Click Hang Up t decline this call. Click the link ( ) buttn next t a Dynamics CRM recrd t link the incming call with this recrd. 14

15 Click the unlink ( ) buttn next t a linked Dynamics CRM recrd t delete the link with this incming call. If this call is linked with a Dynamics CRM recrd, click the Lg this Call ( ) buttn t create a Phne Call activity fr this call in the Phne Call Activity pp-up windw r the New Phne Call webpage. Fr detailed instructin n creating a Phne Call activity, refer t Creating a Phne Call Activity via the CallAssist Activity Pp-Up r Dynamics CRM. If this call is nt linked with any Dynamics CRM recrd, click lick the Create a Cntact ( ) buttn t create a new Cntact fr this call in the New Cntact windw, and the newly created Cntact will be autmatically linked with this call. Fr detailed instructin n creating a Cntact, refer t Creating a Cntact via the New Cntact Windw. 15

16 Creating a Cntact The Create a Cntact functin allws yu t create a Cntact fr a call while answering an incming call r by clicking Create a Cntact in the right-click menu f a particular call n the All/ Frm/ T/ Missed tabs. Creating a Cntact while Answering a Call When a call is incming, a pp-up windw appears displaying the caller s phne number and all f the retrieved recrds cntaining this phne number in yur Dynamics CRM envirnment. When this call is nt linked t any recrd in yur Dynamics CRM envirnment, yu can use the Create a Cntact functin t add a new Cntact recrd fr this phne number t yur Dynamics CRM envirnment T create a Cntact recrd fr an incming call, fllw the steps belw: 1. In the Incming Call windw, click the Create a Cntact ( ) buttn. The Create a Cntact ppup windw appears. 2. Click Yes t access the New Cntact windw. 3. T create a Cntact in the New Cntact windw, refer t Creating a Cntact via the New Cntact Windw. After yu create a Cntact recrd fr a particular incming call, the newly created Cntact is autmatically linked with this call and the Cntact s full name is displayed in this call s recrd n the crrespnding All/Frm/Missed tabs. Create a Cntact n a Tab T create a Cntact n a tab, cmplete the steps belw: 1. On the All, Frm, T, r Missed tab, right-click a call recrd which is nt linked with any Dynamics CRM recrd. The right-click menu appears. 2. Click Create a Cntact in the menu. The New Cntact pp-up windw appears. 3. T create a Cntact in the New Cntact windw, refer t Creating a Cntact via the New Cntact Windw. Creating a Cntact via the New Cntact Windw In the New Cntact windw, CallAssist autmatically fills in the Business Phne field with the incming call number. Cnfigure the fllwing fields fr the new Cntact: First Name Enter the first name f the persn wh is calling yu. Middle Name Enter the middle name f the persn wh is calling yu. Last Name Enter the last name f the persn wh is calling yu. 16

17 Mbile Phne Enter the mbile phne number f the persn wh is calling yu. Descriptin Enter the descriptin fr the Cntact yu are abut t create. Create a New Phne Call Activity If yu want t create a Phne Call activity fr this incming call which is related t the Cntact yu are abut t create, select this ptin and click OK. Yu will be brught t the Phne Call Activity pp-up windw r New Phne Call webpage in Dynamics CRM t create a new Phne Call activity. *Nte: The New Cntact windw will autmatically remember yur setting in the Create a New Phne Call Activity field. *Nte: Fields marked with * in this windw are required fields. When yu finish cnfiguring the Cntact, click OK t save the cnfiguratins and add this Cntact t yur Dynamics CRM. Creating a Phne Call Activity The Create a Phne Call Activity functin allws yu t create a new Phne Call activity while making a call r by clicking the Lg this Call ( ) buttn n a specific pp-up windw n the All/Frm/T/Missed/Cntacts tab. Fr supprt infrmatin, refer t Appendix A: Supprted Dynamics CRM Entities fr the Call Numbers and Create a Phne Call Activity Functins. Creating a Phne Call Activity While Making a Call When yu make a call, CallAssist can create and lg a Phne Call activity in Dynamics CRM accrding t what is cnfigured in the Create a Phne Call Activity fr each call and Create a Phne Call Activity via sectins in the CallAssist Admin Tl. The setting in the Create a Phne Call Activity via sectin determines where t create Phne Call activities: CallAssist Activity Pp-Up If yu select this ptin, yu will create Phne Call activities via the Phne Call Activity pp-up windw in CallAssist, withut lgging int yur Dynamics CRM envirnment. Dynamics CRM If yu select this ptin, yu will create Phne Call activities via the New Phne Call webpage in yur Dynamics CRM. T access this page, yu must lg int yur Dynamics CRM envirnment first. The setting in the Create a Phne Call Activity fr each call sectin determines whether t create a Phne Call Activity every time when yu make a call: If yu select the Always ptin, the Phne Call Activity pp-up windw r the New Phne Call webpage in yur Dynamics CRM envirnment appears when every call begins. 17

18 If yu select Alert, when yu make a call, a pp-up windw appears, asking yu whether t create a Phne Call activity. If yu chse Yes, the Phne Call Activity pp-up windw r the New Phne Call webpage in yur Dynamics CRM envirnment appears and yu can create a new Phne Call activity using the pp-up r webpage. If yu select Nne, CallAssist des nt prmpt yu t create a Phne Call activity. Fr detailed instructins n creating a Phne Call activity via the Phne Call Activity windw r the New Phne Call webpage, refer t Creating a Phne Call Activity via the CallAssist Activity Pp-Up r Dynamics CRM. Creating a Phne Call Activity While Answering a Call If yu are receiving a call frm a persn wh has recrds in yur Dynamics CRM envirnment, click the Lg this Call ( ) buttn in the pp-up windw t create a Phne Call activity t lg this call. The Phne Call Activity windw r the New Phne Call page in yur Dynamics CRM envirnment appears accrding t yur settings in the Create a Phne Call Activity via sectin f the CallAssist Admin Tl. Fr detailed instructins n creating a Phne Call activity via the Phne Call Activity windw r the New Phne Call webpage, refer t Creating a Phne Call Activity via the CallAssist Activity Pp-Up r Dynamics CRM. Creating a Phne Call Activity n a Tab T create a Phne Call activity n a tab, fllw the instructins as fllws: On the All, Frm, T, Missed, r Cntacts tab, hver ver the recrd/retrieved infrmatin t display additinal ptins. On the All, Frm, T, and Missed tab, a pp-up windw appears. Click the Lg this Call ( ) buttn n the pp-up t create a new Phne Call activity fr this recrd. Figure 10: The pp-up windw with additin ptins. 18

19 On the Cntacts tab, click the Lg this Call ( ) buttn t create a new Phne Call activity. Figure 11: Additin ptins. Fr detailed instructins n creating a Phne Call activity via the Phne Call Activity windw r the New Phne Call webpage, refer t Creating a Phne Call Activity via the CallAssist Activity Pp-Up r Dynamics CRM. Creating a Phne Call Activity via the CallAssist Activity Pp-Up r Dynamics CRM Refer t the sectins belw fr detailed infrmatin n creating a Phne Call activity via the Phne Call Activity pp-up windw in CallAssist r the New Phne Call webpage in Dynamics CRM. Creating a Phne Call Activity via the Phne Call Activity Windw in CallAssist If yu select CallAssist Activity Pp-Up in the Create a Phne Call Activity via sectin in the CallAssist Admin Tl, the Phne Call Activity pp-up windw appears when yu want t create a Phne Call activity. In the Phne Call Activity windw, CallAssist autmatically fills in the fllwing infrmatin; this infrmatin cannt be edited: Accunt, Sender, Recipient, and Phne Number. *Nte: The Recipient and Sender fields f a Phne Call activity in Dynamics CRM are supprted fr the fllwing fur types f entities: Accunt, Lead, Cntact, and User. When yu create a Phne Call activity fr a specified recrd f these fur entity types, the Recipient and Sender fields display the recrd names. When yu create a Phne Call activity fr a specified recrd f any ther entity type, the Recipient and Sender fields are blank. T create a Phne Call activity, cnfigure the fllwing settings: Directin Select the directin f the Phne Call activity yu are abut t create. *Nte: When yu change the directin f the Phne Call activity, the Recipient and Sender will be switched with each ther autmatically. Subject Enter the subject fr the Phne Call activity yu are abut t create. Descriptin Enter the descriptin fr the Phne Call activity yu are abut t create. This ptin is ptinal. 19

20 Regarding Use t select and link a recrd t the Phne Call Activity yu are abut t create. By default, the Recipient is autmatically filled in this field. Set As Cmplete Select this ptin t mark this activity as Cmpleted in Dynamics CRM, when yu get a result frm this Phne Call. Then, this activity will be mved t the Clsed Activities view in Dynamics CRM. If yu d nt get a result frm this Phne Call, d nt select this ptin. Then, this activity will be marked as Open in Dynamics CRM. Create a New Task If yu want t create a separate task frm the Phne Call activity yu are abut t create, select this ptin and click OK. Yu will be brught t the Task: New page in Dynamics CRM t create a new task. The new task will help yu track the things yu need t get dne. *Nte: The Phne Call Activity pp-up windw will autmatically remember yur settings in the Set As Cmplete and Create a New Task fields. Click OK t save the cnfiguratin and create this Phne Call activity in yur Dynamics CRM. Creating a Phne Call Activity via the New Phne Call Webpage in Dynamics CRM If yu select Dynamics CRM in the Create a Phne Call Activity via sectin in the Admin Tl, the New Phne Call webpage in yur Dynamics CRM envirnment appears when yu want t create a Phne Call activity. *Nte: Prir t accessing the New Phne Call page, yu must lg int yur Dynamics CRM envirnment first. In the New Phne Call page f Dynamics CRM 2011, the Sender, Recipient, Phne Number and Regarding fields are autmatically filled in by CallAssist. In the New Phne Call page f Dynamics CRM 2013, The Call Frm, Call T, Phne Number, and Regarding fields are autmatically filled in. Sender (in Dynamics CRM 2011)/Call Frm (in Dynamics CRM 2013) The user wh initiates this Phne Call. By default, this field is filled with the currently lgged-in accunt f CallAssist. Recipient (in Dynamics CRM 2011)/Call T (in Dynamics CRM 2013) The user wh receives this Phne Call. Phne Number The phne number that is dialed r will be dialed in this Phne Call. Directin The directin f this Phne Call. *Nte: When yu change the directin f the Phne Call activity, the Recipient and Sender will be switched with each ther autmatically. Regarding The recrd linked with this Call Phne. Yu can use the Lkup buttn t select anther recrd and link it t this Phne Call. 20

21 Fr detailed instructins n creating a Phne Call activity in the New Phne Call page, refer t the Micrsft Dynamics CRM 2011 User s Guide. Transferring Recrd Infrmatin frm Dynamics CRM t CallAssist Call Numbers is used t transfer recrd infrmatin frm Dynamics CRM t CallAssist. Only the entities and clumns yu cnfigured in CallAssist Admin Tl can be transferred t CallAssist. Fllw the steps belw t use Call Numbers. T see the supprted status f the Call Numbers buttn fr Dynamics CRM entities, refer t Appendix A: Supprted Dynamics CRM Entities fr the Call Numbers and Create a Phne Call Activity Functins. Lg n t yur Dynamics CRM envirnment and g t the list f the entity which yu have set in the CallAssist Admin Tl. Figure 12: List f entities which in Dynamics CRM In Dynamics CRM 2011, select the recrd frm the list and then click Call Numbers n the ribbn. In Dynamics CRM 2013, select the recrd frm the list, click the MORE COMMANDS ( ) buttn, and then click Call Numbers in the menu. Figure 13: Selecting the specific recrd frm the list in Dynamics CRM

22 The infrmatin f the selected recrds will be transferred t the Cntacts tab f CallAssist as shwn belw. Figure 14: The infrmatin is transferred t CallAssist. 22

23 Appendix A: Supprted Dynamics CRM Entities fr the Call Numbers and Create a Phne Call Activity Functins Refer t the table belw fr the supprted list f the Call Number buttn and the Create a Phne Call Activity functin fr Dynamics CRM entities. If the Call Numbers buttn is supprted fr the entity, yu can use the Call Numbers buttn t transfer recrd infrmatin f this entity type frm Dynamics CRM t CallAssist. If the Create a Phne Call Activity functin is supprted fr the entity, yu can create a Phne Call activity fr the recrds f this entity type in CallAssist via the Phne Call Activity pp-up windw r the New Phne Call webpage. Entity Name Call Numbers Create a Phne Call Activity Accunt Supprted Supprted Activity Supprted Supprted Address Supprted Unsupprted Appintment Supprted Unsupprted Article Supprted Unsupprted Article Template Unsupprted Unsupprted Business Unit Unsupprted Unsupprted Campaign Supprted Supprted Campaign Activity Supprted Supprted Campaign Respnse Supprted Unsupprted Case Supprted Supprted Case Reslutin Unsupprted Unsupprted Cmpetitr Supprted Unsupprted Cmpetitr Address Unsupprted Unsupprted Cnnectin Supprted Unsupprted Cnnectin Rle Unsupprted Unsupprted Cntact Supprted Supprted Cntract Supprted Supprted Cntract Line Supprted Supprted Cntract Template Unsupprted Unsupprted Currency Unsupprted Unsupprted Custmer Relatinships Unsupprted Unsupprted Data Map Unsupprted Unsupprted 23

24 Entity Name Call Numbers Create a Phne Call Activity Discunt Unsupprted Unsupprted Discunt List Supprted Unsupprted Dcument Lcatin Supprted Unsupprted Duplicate Detectin Rule Unsupprted Unsupprted Duplicate Rule Cnditin Unsupprted Unsupprted Supprted Unsupprted Attachment Unsupprted Unsupprted Server Prfile Unsupprted Unsupprted Template Unsupprted Unsupprted Facility/Equipment Unsupprted Unsupprted Fax Supprted Unsupprted Field Permissin Unsupprted Unsupprted Field Security Prfile Unsupprted Unsupprted Filter Unsupprted Unsupprted Gal Supprted Unsupprted Gal Metric Supprted Unsupprted Internal Addresses Unsupprted Unsupprted Invice Supprted Supprted Invice Prduct Supprted Unsupprted Lead Supprted Supprted Lead Address Unsupprted Unsupprted Letter Unsupprted Unsupprted Mail Merge Template Unsupprted Unsupprted Mailbx Unsupprted Unsupprted Marketing List Supprted Unsupprted Nte Unsupprted Unsupprted Opprtunity Supprted Supprted Opprtunity Clse Unsupprted Unsupprted Opprtunity Prduct Supprted Unsupprted Opprtunity Relatinship Unsupprted Unsupprted Order Supprted Supprted Order Clse Unsupprted Unsupprted Order Prduct Supprted Unsupprted Organizatin Unsupprted Unsupprted 24

25 Entity Name Call Numbers Create a Phne Call Activity Phne Call Supprted Unsupprted Pst Cnfiguratin Supprted Unsupprted Pst Rule Cnfiguratin Supprted Unsupprted Price List Supprted Unsupprted Price List Item Unsupprted Unsupprted Prcess Supprted Unsupprted Prcess Sessin Unsupprted Unsupprted Prduct Supprted Unsupprted Prfile Album Unsupprted Unsupprted Publisher Unsupprted Unsupprted Queue Unsupprted Unsupprted Queue Item Supprted Unsupprted Quick Campaign Unsupprted Unsupprted Qute Supprted Supprted Qute Clse Unsupprted Unsupprted Qute Prduct Supprted Unsupprted Recurring Appintment Supprted Unsupprted Reprt Supprted Unsupprted Reprt Related Categry Unsupprted Unsupprted Resurce Unsupprted Unsupprted Resurce Expansin Unsupprted Unsupprted Resurce Grup Unsupprted Unsupprted Rllup Field Unsupprted Unsupprted Rllup Query Unsupprted Unsupprted Sales Literature Supprted Unsupprted Save View Supprted Unsupprted Scheduling Grup Unsupprted Unsupprted Security Rle Unsupprted Unsupprted Service Supprted Unsupprted Service Activity Supprted Unsupprted SharePint Site Supprted Unsupprted Site Unsupprted Unsupprted Slutin Supprted Unsupprted Subject Unsupprted Unsupprted 25

26 Entity Name Call Numbers Create a Phne Call Activity System Chart Unsupprted Unsupprted Task Supprted Unsupprted Team Supprted Unsupprted Team template Unsupprted Unsupprted Territry Supprted Unsupprted Unit Unsupprted Unsupprted Unit Grup Supprted Unsupprted User Supprted Unsupprted User Chart Unsupprted Unsupprted View Unsupprted Unsupprted Wall View Unsupprted Unsupprted 26

27 Ntices and Cpyright Infrmatin Ntice The materials cntained in this publicatin are wned r prvided by AvePint, Inc. and are the prperty f AvePint r its licensrs, and are prtected by cpyright, trademark and ther intellectual prperty laws. N trademark r cpyright ntice in this publicatin may be remved r altered in any way. Cpyright Cpyright AvePint, Inc. All rights reserved. All materials cntained in this publicatin are prtected by United States and internatinal cpyright laws and n part f this publicatin may be reprduced, mdified, displayed, stred in a retrieval system, r transmitted in any frm r by any means, electrnic, mechanical, phtcpying, recrding r therwise, withut the prir written cnsent f AvePint, 3 Secnd Street, Jersey City, NJ 07311, USA r, in the case f materials in this publicatin wned by third parties, withut such third party s cnsent. Ntwithstanding the freging, t the extent any AvePint material in this publicatin is reprduced r mdified in any way (including derivative wrks and transfrmative wrks), by yu r n yur behalf, then such reprduced r mdified materials shall be autmatically assigned t AvePint withut any further act and yu agree n behalf f yurself and yur successrs, assigns, heirs, beneficiaries, and executrs, t prmptly d all things and sign all dcuments t cnfirm the transfer f such reprduced r mdified materials t AvePint. Trademarks AvePint, DcAve, the AvePint lg, and the AvePint Pyramid lg are registered trademarks f AvePint, Inc. with the United States Patent and Trademark Office. These registered trademarks, alng with all ther trademarks f AvePint used in this publicatin are the exclusive prperty f AvePint and may nt be used withut prir written cnsent. Micrsft, MS-DOS, Internet Explrer, Office, Office 365, SharePint, Windws PwerShell, SQL Server, Outlk, Windws Server, Active Directry, and Dynamics CRM 2013 are either registered trademarks r trademarks f Micrsft Crpratin in the United States and/r ther cuntries. Adbe Acrbat and Acrbat Reader are trademarks f Adbe Systems, Inc. All ther trademarks cntained in this publicatin are the prperty f their respective wners and may nt be used withut such party s cnsent. Changes The material in this publicatin is fr infrmatin purpses nly and is subject t change withut ntice. While reasnable effrts have been made in the preparatin f this publicatin t ensure its accuracy, AvePint makes n representatin r warranty, expressed r implied, as t its cmpleteness, accuracy, r suitability, and assumes n liability resulting frm errrs r missins in this publicatin r frm the use f the infrmatin cntained herein. AvePint reserves the right t make changes in the Graphical User Interface f the AvePint sftware withut reservatin and withut ntificatin t its users. AvePint, Inc. Harbrside Financial Center, Plaza 10 3 Secnd Street, 9th Flr Jersey City, New Jersey USA 27