Designed to help users make optimal use of their Alteva business telephone system.

Transcription

1 CRM Connector

2 Features Designed to help users make optimal use of their Alteva business telephone system. Dial contacts directly from recent dial, call history, and address book Locate and dial contacts from CRM databases and other integrated applications. Preview caller details on screen Desktop call control (answer, hang up, transfer, etc.) Contact popping with popular CRM & Database solutions Store regular contacts in a local address book.

3 Installation 1. Navigate to Alteva s Hompage: 2. Click on Support, Client Application 3. Select Alteva CRM Connector and save it to your computer 4. Right click on the installer and run as an adminstrator

4 Launching the Application The client operates directly from the system tray via a discrete icon. Right clicking on the icon displays the menu to access features or enter number to dial. Quick Dial / Search Service Features CFA, DND View Presence List View Call History Recently Dialed Numbers View Phone Window Search/Edit All Contacts Go Integrator Settings

5 Preview Window Can be configured to appear on inbound/outbound calls. Incoming Call Basic Caller Details Click for CRM matched contact Connected Call Call Control

6 Phone Window Control inbound/outbound calls. View caller contact information. Caller Details Call Control Options CRM contact pop Call Recipient Call Direction

7 Multiple Calls Use the Action buttons to navigate between multiple call windows

8 Making a Call from CRM Connector Click to dial CRM Connector allows you to use the application to initiate an outgoing call from your desk phone. The call originates from the application and rings your desk Phone Click to dial Dial a number

9 Consulted Transfer 1. Click Consult 2. Enter the number or extension you wish to transfer the call to and click consult 3. Once you have announced the call, click transfer to transfer the call

10 Blind Transfer 1. Click transfer 2. Enter in the extension or number you wish to transfer the call to 3. Click on transfer again

11 Conference Calls 1. Click Conference 2. Enter the number or extension you wish to conference in and click consult 3. Once you have connected, click conference to join the calls together

12 Presence Your presence Contact Search Busy Available Right click to call

13 Presence Continued Recommended: If greater than 30 users, a custom presence list can be built Call and transfer calls(when you are on an active call)

14 Changing Your Presence 1. Right click on the Go Integrator Icon 2. Select Availability 3. Choose your Availability Note: Your availability will change automatically when you are on a call

15 Address Book Local Address Book Create, edit and delete details of regularly used contacts. Stored in local location (only available to local PC user). Add new contacts while on a call, or add afterwards via call history. Contact Searching Easy searching for contacts: local address book integrated CRM databases or applications Can click to dial the contact

16 Call History A log of recent inbound, outbound and missed calls. Click to Dial from history

17 Features Call Forward and DND You can turn on Do No Disturb and Call Forward Always from the menu. 1. Click on Features 2. Select Forward All or Set Do No Disturb

18 Configuration Menu Telephony click to set up your phone integration A list of integrated applications will appear here. To add a new applications, click (Add new)

19 Application Integration Caller Preview Displays caller (or called party) name in the Preview or Phone window when a match against is found in the shared address book or integrated application(s). Application Integration Contact Popping Click the integrated application s icon in the Phone or Preview window. The caller s contact record is displayed in the integrated application.

20 Configuration Telephony Username: your BroadWorks User ID. ( ie, lowercase, including ) Password: your BroadWorks Password You can also select a directory mode which can be used to control the directory numbers you download from the telephone system. This is useful to improve the performance of the Presence window if you are part of a large organization. By default, it is set to Group. Next is your country and area code which are used to recognize local phone numbers. The last setting, method of use, is useful when several people share the same PC. Click Save

21 Application Integration Integration into: CRM applications Other contact databases and applications Common elements of the integration include: 1. Click to dial: Allow users to dial directly from the application 2. Call preview: Caller's details will appear from the database in the Preview window 3. Contact Popping: Users can press a button to 'pop' the caller's detail directly in the CRM application 4. Address book search: Allows users to search database contacts from the Address Book window

22 Application Integration Contact Searching Concurrently search the shared address book and any integrated applications, then click on the name in the results to dial them. Click-to-Dial Transposes a dial symbol on a number field within an application.

23 Configuration Menu Dialing The dialing options available within the client can be customized. Clipboard Application Focus (Automatically detects fields which contain a dial-able number are present a dial button) Web Page Focus Dialing

24 Advanced Integrations Go Integrator offers integration to a range of vertical market solutions. Automotive/Transport Construction Database Education Financial/Insurance General CRM Healthcare Help desk Hospitality Legal Local Gov t/charity Logistics/ERP Marketing Property Recruitment Retail Security See the Advanced Integration section on the GoIntegrator.com website to confirm any possible integration. By request: There are development services to investigate the possibility of working with as yet undocumented databases. If the required application is not on the list then a process known as AIRP (Application Integration Request Process) is followed, facilitated by Product Engineering. Mondago reviews both the technical feasibility and estimated costs of introducing the integration.

25 Events & Custom Integration Control what automatically happens on inbound or outbound calls, or when call is answered: Display Phone window. Pop contact details. Run a program (or go to a web page) on a selected event (e.g. call connected), and based on: Direction of call. Whether internal or external user.

26 Custom Integration Example Example: IP Camera Certain events can be setup to open an IP camera stream, for example when A call rings A call is answered A number is dialed View door cameras and entry systems before answering the phone. ((( )))

27 Support Name Technical Trainer phone Technical Support