MAX CRM v 1.2 User Guide

MAX CRM v 1.2 User Guide

MAIN Telecom, Inc. 1 Mohammed Roshdy St., Agouza, Giza. Tel: +202 3037893 Tel: +202 3037894 5 Lotfy Elsayed St., El-Haram, Giza Tel: +202 5848308 Tel: +202 5870862 sales@maintelecom.com www.maintelecom.com www.maxapi.com May, 2007 This document contains information proprietary to MAIN Telecom, Inc., and shall not be used for engineering, design, procurement, or manufacture, in whole or in part, without the consent of MAIN Telecom, Inc. The content of this publication is intended to demonstrate typical uses and capabilities of MAX CRM Integration application from MAIN Telecom Inc. MAIN Telecom makes no warranty regarding the content of this document, including but not limited to implied warranties of fitness for any particular purpose. In no case will MAIN Telecom or persons involved in the production of this documented material be liable for any incidental, indirect or otherwise consequential damage or loss that may result after the use of this publication. MAX CRM 2 / 17

Contents Introduction 4 What is MAX CRM 1.2 4 Installation and Setup 5 Getting Ready 5 Install MAX CRM 6 Uninstall MAX CRM 6 Configure MAX CRM 6 Configuring CRM 7 CRM Integration 7 CRM Trigging Data 7 Configuring MAX Phone (SIP Phone) 8 SIP Account Configuration 8 SIP Forward Settings 9 System Settings 9 General Settings 10 Recording Files Folder 10 Reregister Settings 10 Calls History 10 DTMF Mode 10 INFO 10 Auto (in-band \ out-of-band) 10 Tuning Wizard 11 Using MAX CRM 12 Start MAX CRM 12 Shut Down 12 Place Call 12 End Call 12 Handle Incoming Calls 13 Handle Established Calls 13 Auto Answer (AA) 14 Do Not Disturb (DND) 14 Hold Call 14 Transfer Call 14 Call History 14 MAX CRM 3 / 17

1 Introduction 1.1 What Is MAX CRM? MAX CRM is the latest V tiger integration application from MAIN Telecom, Max CRM Customer Relationship Management make integration between MAX call center and VTiger database where the agent can save all information of the customer in Vtiger database When Customer Call it's page will appear for agent and the agent can be accept, edit customer's information and make call in the same page. MAX CRM 4 / 17

MAX CRM Features The MAIN Telecom MAX CRM has all the following features, including: Simple web page browser for each customer include all information about this customer Call history for all calls by customer name Can Call directly from history Can navigate the customer page directly from history Can delete the customer from the history Have MAX phone (SIP Phone) in the same page by all its features o Make call o Call waiting. o Call forward & blind transfer. o Hold. o Call recording. o Microphone and Speaker volume control. o Mute Microphone. o Redial, Auto answer & Do not disturb. o Direct IP to IP Calling. 2 Installations and Setup 2.1 Getting Ready After choosing a VoIP service provider, you will need the following information: User name Password Domain System Requirements Processor Memory Hard Disk Space Operating System Connection Sound Card MAX Star Multimedia Device Requirements Intel Pentium III 1.0 GHz or equivalent 256 MB RAM or more 10 GB or more Windows 2000 Service Pack 4; Windows Server 2003; Windows XP Service Pack 1; Windows XP Service Pack 2 IP network connection Full-duplex, 16-bit Software from main telecom company (www.maintelecom.com) MAX CRM requires both speakers and a microphone to make calls. Any of the following configurations are acceptable: External speakers and microphone. Built-in speakers and microphone. MAX CRM 5 / 17

Dual-jack multimedia headset. Bluetooth multimedia headset. USB multimedia headset. USB phone. 2.2 Install MAX CRM Run MAX CRM setup executable file and follow prompts in the install wizard, you ll be asked for the following information: MAX CRM Server port for Max star to work, it s recommended to not change default value. MAX CRM DSN, it s recommended to not change default value. Create ODBC for V-tiger CRM as the following steps 1- go to control panel then ODBC then add new odbc using MySQL ODBC 3.51 Driver 2-create odbc as in these images Write the V-tiger CRM Server, Data source name, user name, database password and database name MAX CRM 6 / 17

Write mysql port. Then press Test button When fail then sure from database name, user name, password, server and port correct then retest. 2.3 Uninstall MAX CRM Uninstall MAX CRM as you would uninstall any other program: launch Windows Control Panel, and select Add or Remove Programs, follow prompts or run uninstaller from start menu. 2.4 Configure MAX CRM If MAX CRM is not already running, start it as you would any other program: Use start menu or double-click application desktop icon. MAX CRM 7 / 17

MAX CRM 8 / 17

2.4.1 Configuring CRM 2.4.1.1 CRM Integration Click Tools -> MAXCRM Setting Where * Triggering mode when fire the URL when Ringing call or when accept the call * Triggering Settings play sound or not show popup window check for you want It and enter number of second for popup and sound file 2.4.1.2 CRM Trigging Data Press Get Triggering Data button MAX CRM 9 / 17

When using ODBC check the ODBC check box and write the Data source name, login name, password, query success and query fail. Write the incoming message from max star including $ $. Write URL on Success that fire. Write URL on fail 2.4.2 Configuring MAX Phone (SIP Phone) 2.4.2.1 SIP Account Configuration Click Tools -> MAXPhone Options -> SIP Accounts and change your account MAX CRM 10 / 17

Write user name, password and sip service provider 2.4.2.2 SIP Forward Settings Click Tools -> MAXPhone Options -> Forward Setting and change your account forward. There re three types of forward: Forward always Forward on busy: Forward incoming calls to another URI if phone line is busy. Forward on No-Answer Forward not answered incoming calls to another URI. You can set no-answer period that call will be forwarded after 2.4.2.3 System Settings Click Tools -> MAXPhone Options -> System Setting and change your system setting MAX CRM 11 / 17

2.4.2.3.1 General Settings Auto Login at application startup Login automatically at MAX CRM startup 2.4.2.3.2 Recording Files Folder After record ends, recording file will be copied from VoIP engine server to local folder specified by user. Recording files are classified according to their type (Incoming from external lines, Outgoing to external lines & Internal calls between users registered on same SIP registrar) then by call date. 2.4.2.3.3 Reregister Settings If you re logged in SIP registrar then connection is lost, MAX CRM will try relogin every reregister period specified by you. 2.4.2.3.4 Calls History Calls history will log calls up to period specified by you. 2.4.2.3.5 DTMF Mode Mode is negotiated, as per the SIP RFC, over SDP. 2.4.2.3.5.1 INFO MAX CRM sends DTMF using INFO method. 2.4.2.3.5.2 Auto (in-band \ out-of-band) MAX CRM 12 / 17

If remote party supports out-of-band (RFC 2833) DTMF, then MAX CRM sends those (as they are more reliably detected than in-band ones). 2.4.2.4 Tuning Wizard Click Tools -> MAXPhone Options -> Tuning Wizard MAX CRM 13 / 17

3 Using MAX CRM 3.1 Start MAX CRM If MAX CRM is not already running, start it as you would any other program: Use the Windows Start menu or double-click the desktop icon. To login NAX Phone, click LOGIN button that ends with one of the following results: Login succeeded, application will display your user name. Login failed, may be server is down or you supplied invalid user name or password. 3.2 Shut Down To shut down MAX CRM, choose Exit tray menu item. 3.3 Place Call If you re logged in SIP registrar server, you can place call using SIP URI (103@domain). If you re not logged in SIP registrar, you can call contact on your LAN using his IP address. You can place call using any of the following methods: Type SIP URI without domain if both of you logged in same domain then press Dial button. Choose Account from history then Right-click and choose Call. Click Redial button. 3.4 End Call Press Hang up button, details of call remains on call status text. At call end, new record added to call history if not exist. MAX CRM 14 / 17

3.5 Handle Incoming Calls MAX CRM and MAX Phone (SIP phone) logging must be running to answer incoming calls. (If MAX CRM is not running, incoming calls may be directed to voicemail, but check with your VoIP service provider.) MAX Phone (SIP Phone) rings and caller ID is displayed on Status, caller display name may also be displayed. And the caller ID will display in popup window and you can accept the call from popup window or from Accept button. If MAX CRM is minimized, it ll be activated and popup window will appear. 3.6 Handle Established Calls While call is established you can: Control audio: use volume control, mute \ un-mute microphone. Put call on hold, un-hold call. Transfer call. Send DTMF. Record call using 3 rd party VoIP engine, our phone is compatible with ASTERISK engine, if you have another engine, contact us & we ll customize our phone for your engine. MAX CRM 15 / 17

3.7 Auto Answer (AA) When AA is on & there s no established session, any incoming session will be accepted automatically. Toggle AA mode by check AA check box 3.8 Do Not Disturb (DND) When DND mode is on, any incoming session will be rejected automatically. Toggle DND mode by check press check DND check box. 3.9 Hold Call Press HOLD button to toggle call hold state 3.10 Transfer Call Call transfer is a telecommunications mechanism that enables user to relocate an existing call to another telephone by using the transfer button and dialing the required number. To transfer an established call, write the required number then Press transfer button, As soon as transfer is made, transferee phone starts ringing and call is disconnected at your end. 4 Call History Call history save the calls according to number of days in system setting dialog and you can do the following for each customer Open URL MAX CRM 16 / 17

Delete the customer from history database Call this customer And press Reload button to matching history DB with V-tiger DB MAX CRM 17 / 17