Wave IP 4.5 Administratr Guide fr ELEAD
2015 by Vertical Cmmunicatins, Inc. All rights reserved. Vertical Cmmunicatins and the Vertical Cmmunicatins lg and cmbinatins theref and Vertical ViewPint, Wave Cntact Center, Wave Glbal Administratr, Wave IP 2500, and Wave IP 500 are trademarks and TeleVantage is a registered trademark f Vertical Cmmunicatins, Inc. All ther brand and prduct names are used fr identificatin nly and are the prperty f their respective hlders. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY Vertical Cmmunicatins, Inc. makes n representatin r warranties with respect t the accuracy r cmpleteness f the cntent f this publicatin and specifically disclaims any implied warranty f merchantability r fitness fr any particular purpse, and shall nt be liable fr any lss f prfit r any ther cmmercial damage, including but nt limited t, special, incidental, r cnsequential. COPYRIGHT STATEMENT This publicatin cntains prprietary and cnfidential infrmatin f Vertical Cmmunicatins, Inc. The cntents f this dcument may nt be disclsed, cpied r translated by third parties, in any frm, r by any means knwn, r nt nw knwn r cnceived, withut prir explicit written permissin frm Vertical Cmmunicatins, Inc. Vertical Cmmunicatins, Inc. reserves the right t revise this publicatin and t make changes in cntent withut ntice.
Page 1 Cntents Chapter 1: Abut Vertical CRMLink... 5 Vertical CRMLink verview... 5 Supprted CRM prducts... 5 Requirements... 6 Wave requirements... 6 User desktp requirements... 6 License requirements... 6 ELEAD requirements... 7 Vertical CRMLink dcumentatin... 7 Chapter 2: Registering and Obtaining Licenses... 9 Obtaining CRMLink licenses... 9 Launching CRMLink... 12 Navigating CRMLink... 14 Where t g next... 15 Chapter 3: CRMLink Administratr Tasks fr ELEAD CRM... 16 Adding each Wave t CRMLink... 16 Adding ELEAD users t CRMLink... 18 Adding ELEAD users individually... 18 Adding ELEAD users in bulk... 20 Frmatting the Imprt CRMLink users CSV file... 20 Where t g next... 22 Chapter 4: Wrking with Templates... 23 Abut templates... 23 Abut match rules and ppup settings... 23 Managing templates... 24 Creating a template... 25 Applying templates t CRMLink users... 28
Page 2 Where t g next... 28 Chapter 5: Distributing CRMLink Desktp t users... 29 Obtaining and distributing CRMLink Desktp t users... 29 Where t g next... 30 Chapter 6: Installing and using CRMLink Desktp... 31 Installing CRMLink Desktp... 31 Launching CRMLink Desktp... 33 Launching CRMLink Desktp fr the first time... 33 Launching CRMLink Desktp autmatically... 33 Other ways t launch CRMLink Desktp... 33 When CRMLink Desktp is running... 34 Using CRMLink Desktp... 35 Sign Out... 35 Cnfiguratin... 35 Dial... 35 Abut... 36 Help... 36 Exit... 36 Custmizing CRMLink Desktp... 37 Changing CRMLink Desktp start-up behavir r passwrd... 37 Changing yur call matching rules and ppup behavir... 38 Abut match rules and ppup settings... 39 Chapter 7: CRMLink Administratr FAQ... 42 D I have t use Internet Explrer as my brwser?... 42 Hw d I get started?... 42 Wh shuld register fr a CRMLink accunt - partner, reseller r end-user?... 42 Can the registratin details be changed later n if the accunt name r credit card infrmatin needs t be updated?... 42 D I need t cnfigure CRMLink frm the Glbal Administratr Management Cnsle n my Wave(s)?... 43 Is there a free trial ptin fr my CRM?... 43 I bught my licenses. Nw hw d I set up my Wave?... 43
Page 3 I clicked the Prduct Administratin buttn and instead f the CRMLink Administratr Dashbard, I m seeing a lgin page. Nw what?... 43 When can I add new licenses fr my accunt?... 43 When can I remve licenses frm my accunt?... 43 Is the CRMLink administratr user the same as the Wave Glbal Administratr user?... 44 Hw d I get the right CRM recrd t pen fr my calls?... 44 I made a change t my templates in the CRMLink Administratr. Why hasn t it changed my existing users rules?... 44 What s a WUN?... 44 Chapter 8: CRMLink Desktp FAQ... 45 Installing and uninstalling CRMLink Desktp... 45 Hw d I install CRMLink Desktp?... 45 Hw d I uninstall CRMLink Desktp?... 45 Using CRMLink Desktp... 46 Hw d I start CRMLink Desktp?... 46 Hw can I set up CRMLink Desktp t start autmatically when I turn n my cmputer?... 46 Hw d I sign in t CRMLink Desktp?... 47 Hw d I sign ut f CRMLink Desktp?... 47 Hw d I exit CRMLink Desktp?... 47 Hw can I knw the current status f CRMLink Desktp?... 47 Hw d I get t CRMLink Desktp t access menu items like settings and cnfiguratin?... 48 Passwrd cntrl... 48 Hw d I update my ELEAD passwrd fr CRMLink Desktp?... 48 Hw d I update my ViewPint passwrd fr CRMLink Desktp?... 48 Hw d I prevent CRMLink Desktp frm remembering my ViewPint passwrd?... 49 Hw can I set up CRMLink Desktp t remember my ViewPint user name and passwrd?... 49 Hw d I turn ff CRMLink Desktp s autmatic lgin setting?... 50 The CRMLink Desktp alert bx... 50 Hw d I use the CRMLink Desktp alert bx?... 50 Hw d I pen a previus call recrd in the alert bx?... 51 I nly want the alert bx t pen when a call is made. Hw d I d that?... 51 Hw d I set CRMLink Desktp t autmatically clse the alert bx?... 51
Page 4 Call matching... 52 Hw d I change which CRM field is used fr matching calls? What shuld I d if CRMLink Desktp isn t pening the right existing recrd?... 52 Ppup behavir... 53 Hw d I change the CRM recrd that pens when a call is made?... 53 Hw d I change when the CRM pens when a call is made?... 54 I d nt want t launch my CRM r the CRMLink Desktp alert bx when calls are made. Hw d I just lg my calls?... 54
Page 5 Chapter 1: Abut Vertical CRMLink Vertical CRMLink verview Vertical CRMLink cnnects Wave ViewPint users with ppular custmer relatinship management (CRM) prducts. CRMLink is a clud-based service that cnnects t Vertical Wave IP, and is designed t be easy t use and easy t administer. Vertical CRMLink: Includes CRMLink Desktp, an easy-t-use desktp client that presents screen pps t agents. Lgs all calls t yur CRM in real-time based n filtering rules tailred t yur rganizatin. Supprts mbile calls thrugh the ViewPint Mbile Client. Supprts management reprts n data using CRM reprting. Supprted CRM prducts The fllwing CRMs are supprted: NetSuite CRM SalesFrce: SalesFrce1 Prfessinal Salesfrce1 Enterprise Salesfrce1 Unlimited. The API ptin must be enabled fr all versins. Micrsft Dynamics CRM Online ELEAD CRM This guide describes hw t install, cnfigure, deply and use Vertical CRMLink with ELEAD.
Page 6 Requirements Wave requirements Wave versin: Wave IP 4.5 r higher is required n each Wave. Netwrk access: Each Wave n custmer premises must be accessible frm the public Internet. Wave WCAPI prt number: In rder t add Waves t CRMLink, yu need t knw the Wave WCAPI prt fr each Wave. Yur Wave administratr can prvide yu with this infrmatin. The default WCAPI prt n each Wave is 50070, but this may have been changed t meet specific netwrk r firewall requirements, fr example: The lcal Wave administratr may have changed the WCAPI prt t anther prt. The lcal netwrk administratr may have frwarded this prt t anther prt number in the ruter r firewall. Each user n the Wave must have a Wave ViewPint accunt (user ID and passwrd). User desktp requirements Windws versin: Windws 7 r higher with current Internet Explrer is required n each user s desktp Netwrk access: Each user s desktp must be able t cnnect t https://crmlink.vertical.cm. License requirements User licenses: One CRMLink license is required fr each user. CRMLink licenses are specific t the CRM that yu are using. Vertical Online Licenses accunt: Yu purchase CRMLink licenses via Vertical Online Licenses (VOL). The first time yu access VOL, yu must create an accunt. Yu use this accunt as a single sign n (SSO) in VOL t purchase licenses, view yur license summary, and perfrm administratr tasks fr CRMLink. Ckies must be enabled in yur brwser in rder fr the single sign n (SSO) in VOL t wrk. Dealer cde: Yu enter a dealer cde when yu purchase Vertical licenses, as described in Chapter 2. This cde is used t assciate a custmer with a dealer and t calculate cmmissins. If yu are a dealer purchasing licenses fr a custmer, this is the Custmer Number frm yur Vertical invice. If yu are purchasing yur wn licenses, cntact yur dealer t get the crrect dealer cde t use.
Page 7 ELEAD requirements Custmer ELEAD Vendr ID: If yu are using ELEAD as yur CRM, yu must submit yur custmer ELEAD vendr ID t ELEAD befre starting the CRMLink installatin prcess. ELEAD will then perfrm the required system mapping that allws the CRMLink cnnectr t functin. Yur ELEAD administratr can prvide yu with this accunt number. E-mail the fllwing infrmatin t LRT@eLeadCRM.cm and request that they map yur accunt fr Vertical CRMLink: Custmer ELEAD vendr ID Custmer ELEAD vendr name Yu can use the fllwing example fr frmat yur e-mail t ELEAD: Subject: Accunt mapping fr Vertical CRMLink t ELEAD Bdy: Please add mapping fr the fllwing elead custmer wh will sn be sending data via Vertical CRMLink. 1234 Best Dealer Santa Clara IMPORTANT! Yu must perfrm this step befre prceeding with the CRMLink administratr tasks described in Chapter 4. Yu will nt be able t add Waves r Wave users t CRMLink until the ELEAD system mapping prcess has been cmpleted. Vertical CRMLink dcumentatin This Vertical CRMLink Administratr Guide prvides yu with all the infrmatin yu need t: Obtain CRMLink licenses. Add Waves and Wave users t CRMLink. Create templates t manage call matching rules and ppup settings. Obtain and distribute the CRMLink installatin link fr users. Install and use CRMLink Desktp. Custmize CRMLink Desktp, including changing the CRMLink Desktp start-up behavir and passwrd, and mdifying call matching rules and ppup settings. Fr answers t cmmnly-asked questins see: Chapter 7, CRMLink Administratr FAQ Chapter 8, CRMLink Desktp FAQ The examples shwn in this guide are fr explanatry purpses nly. Yur wn data will vary.
Page 8 The Vertical CRMLink Desktp User Guide tells users hw t: Install CRMLink Desktp Use CRMLink Desktp Custmize CRMLink Desktp: Change CRMLink Desktp start-up behavir and passwrd Mdify call matching rules and ppup settings, if allwed
Page 9 Chapter 2: Registering and Obtaining Licenses This chapter describes hw t: Obtain licenses, including accessing Vertical Online Licenses (VOL), creating a VOL accunt, and purchasing licenses. See page 9. Launch CRMLink. See page 12. Navigate CRMLink. See page 14. Obtaining CRMLink licenses 1. G t Vertical Online Licenses at: http://shpping.netsuite.cm/s.nl?c=832854
Page 10 2. If yu already have a VOL accunt, click Lgin. If yu have nt yet created yur SSO accunt, click Register at the upper right. 3. Enter the fllwing infrmatin t create a new accunt: Name f the persn wh will act as the CRMLink administratr. Typically, the persn wh purchases the CRMLink licenses here will als perfrm CRMLINK administratr tasks. Email Address fr the CRMLink administratr. Passwrd fr the CRMLink administratr. Passwrd Hint: Optinal. Hint that will help yu t remember yur passwrd. Dealer Cde: Optinal. If yu are a dealer purchasing licenses fr a custmer, enter the Custmer Number frm yur Vertical invice. If yu are purchasing yur wn licenses, cntact yur dealer t btain the crrect dealer cde t use. It is imprtant t enter this field althugh it is ptinal s that Vertical knws wh is servicing yur accunt. It is als used when calculating dealer cmmissin. Click Cntinue t return t the VOL main screen. Frm there, yu can click My Accunt t view details abut yur accunt.
Page 11 4. Click Add Licenses. 5. Select the Type f License fr yur CRM. The fllwing license types are supprted in the current versin: Type f License CRMLINK-NETSUITE CRMLINK-NETSUITE-TRIAL CRMLINK-SALESFORCE CRMLINK-SALESFORCE- TRIAL CRMLINK-MSDYNAMICS CRMLINK-MSDYNAMICS- TRIAL Details Standard license fr NetSuite users. Cst is $10/mnth per user. 90-day free trial fr NetSuite users. Autmatically cnverts t a Standard license after the trial perid elapses. Standard license fr SalesFrce users. Cst is $10/mnth per user. 90-day free trial fr SalesFrce users. Autmatically cnverts t a Standard license after the trial perid elapses. Standard license fr Micrsft Dynamics users. Cst is $10/mnth per user. 90-day free trial fr Micrsft Dynamics users. Autmatically cnverts t a Standard license after the trial perid elapses. CRMLINK-ELEAD CRMLINK-ELEAD-TRIAL Standard license fr ELEAD users. Cst is $10/mnth per user. 90-day free trial fr ELEAD users. Autmatically cnverts t a Standard license after the trial perid elapses.
Page 12 6. Enter the Number f licenses t purchase. (Yu can g back at any time befre submitting yur rder t increase r decrease the license cunt.) 7. Click Checkut. 8. Cnfirm the purchase rder, make any necessary changes, and then click Prceed t Checkut. 9. Cmplete yur purchase and then click Submit Order. 10. Click CRMLink t g back t the Vertical Online Licenses main screen. Launching CRMLink On the Vertical Online Licenses main screen, click Prduct Administratin.
Page 13 The CRMLink Dashbard pens. When yu launch CRMLink Prduct Administratin fr the first time, nly the tlbar buttns and ther screen cntrls will be visible in the Dashbard. Once yu have successfully added Waves and Wave users t CRMLink (as described in the fllwing chapters), each Wave and its assciated CRM will be listed in the Dashbard. Licensing infrmatin is displayed fr each Wave:
Page 14 A green r red circle indicates the status f the Wave and its assciated CRM: Green: In a gd state. Wave r CRM is running and reachable. License cunt is adequate. Red: In an errr state. Wave r CRM is nt running r nt reachable. License cunt is insufficient. Yu can filter this screen t fcus n specific errr cnditins: Navigating CRMLink Click Wave Dwn t shw nly thse Waves that are nt reachable. Click CRM Dwn t shw nly thse CRMs that are nt reachable. Click Other Errrs t shw all ther errrs. Click Reset t inactivate the selected filter and shw all Waves. Click Hme at any pint t return t the CRMLink Dashbard. Frm the Dashbard: Click Settings and then chse ne f the fllwing: Event Lg: View errrs reprted fr yur CRMLink service. User Management: Add, edit, r delete a CRMLink administratr user. My Prfile: Manage yur wn user prfile. Help: Open a cpy f this guide. Lgut frm CRMLink. Click Add Wave t add anther Wave t CRMLink. Click View Licenses t see hw many CRMLink licenses have been purchased and alltted.
Page 15 Click a Wave t shw details abut that Wave, add users n that Wave t CRMLink, and s frth. Where t g next The next step is t add yur Waves and Wave users. G t the next chapter.
Page 16 Chapter 3: CRMLink Administratr Tasks fr ELEAD CRM This chapter describes hw t perfrm the fllwing tasks in Vertical CRMLink: Add each Wave t CRMLink. See page 16. Add ELEAD users t CRMLink. See page 18. IMPORTANT! Yu must submit yur custmer ELEAD vendr ID t ELEAD befre prceeding with the CRMLink administratr tasks described in this chapter. Yu will nt be able t add Waves r Wave users t CRMLink until the ELEAD system mapping prcess that allws the CRMLink cnnectr t functin has been cmpleted. See ELEAD requirements n page 7 fr mre infrmatin. Adding each Wave t CRMLink Perfrm the steps in this sectin fr each Wave that has lcal ELEAD users wh will use CRMLink. T add a Wave t CRMLink 1. In the CRMLink Dashbard, click Add Wave.
Page 17 2. In Basic Settings: Enter a name fr the Wave. Yu d nt need t enter the fllwing field, Wave Unique Name, because it will be autmatically filled in nce the Wave is successfully added. Select elead frm the CRM drp-dwn list. 3. Enter the fllwing Advanced Settings. All f the fllwing fields are required unless therwise nted. Wave Address: Wave s Public IP address r Hstname. This address must be accessible externally by CRMLink. Wave Prt: Enter the Wave WCAPI prt, prvided by yur Wave administratr. The default WCAPI prt is 50070, but this may have been changed n this Wave. See Wave requirements n page 6 fr details. Wave User Name: ViewPint user ID fr the user wh will act as the CRMLink administratr.
Page 18 Wave Passwrd: ViewPint passwrd fr that user. Custm CRM Url: Optinal. If yu are using standard ELEAD, d nt enter a value. If yu are nt using standard ELEAD, fr example if yu are using a sandbx r private installatin, enter the URL internal users use t access yur ELEAD installatin. CRM User Name: ELEAD lgin ID fr the user wh will act as the CRMLink administratr. CRM Passwrd: ELEAD passwrd fr the CRMLink administratr. Vendr ID: Custmer ELEAD vendr identifier fr yur rganizatin, fr example 11224. See ELEAD requirements n page 7 fr mre infrmatin. 4. Click Save. If yur settings are saved successfully, green dts will be displayed next t the Wave and CRM fields. Adding ELEAD users t CRMLink Once yur Waves have successfully cnnected t CRMLink, each ne will be listed n the CRMLink main screen. Yu are nw ready t add lcal ELEAD users frm each Wave t CRMLink. Yu can add users in tw ways: Add ELEAD users individually frm a list f users n a selected Wave, as described belw. With this methd, yu must supply additinal infrmatin fr each user, s it can be mre timecnsuming. Yu must have CRMLink administratr rights t add users this way. Add ELEAD users in bulk via a cmma-separated values (CSV) file. With this methd, yu supply all f the required infrmatin fr a user in the CSV file. Althugh yu must have CRMLink administratr rights t actually imprt the CSV file, anyne can enter the user infrmatin t prepare the CSV file. See page 20. Adding ELEAD users individually T add ELEAD users t CRMLink individually 1. In the CRMLink Dashbard, click the Wave whse users yu want t add t CRMLink. 2. Click the Manage users buttn. 3. In the Manage Users screen, click Refresh Wave Users.. The list f registered Wave users is displayed at the bttm left f the screen, and any users wh have been added t CRMLink at the right. (If yu just added this Wave t CRMLink, there will nt be any users listed n the right.)
Page 19 T refresh the Wave Users list at any time t shw the latest additins, changes, r deletins, click Refresh Wave Users again. 4. Select the checkbx next t each Wave user wh yu want t add t CRMLink. 5. Click the right arrw t mve all f the selected Wave users t the CRMLink Users list. 6. The Imprt Users screen pens autmatically. Click the Edit buttn fr a user t enter r change the CRM infrmatin fr that user.
Page 20 7. Fr each ELEAD user, enter the fllwing: Wave User ID: User s ViewPint user ID, supplied autmatically by Wave. Wave Passwrd: User s ViewPint passwrd. If yu d nt knw it, leave blank. Each user can enter his r her passwrd during CRMLink Desktp installatin. CRM User ID: ELEAD lgin id fr this user. CRM Passwrd: ELEAD lgin passwrd fr this user. If yu d nt knw it, leave blank. Each user can enter his r her passwrd during CRMLink Desktp installatin. 8. Click t save the user s infrmatin. 9. Repeat fr each user, and then click t exit Imprt Users. Adding ELEAD users in bulk Yu can imprt Wave users t CRMLink in bulk via a cmma-separated values (CSV) file. IMPORTANT! These users must already exist n the Wave in questin yu will get an errr if yu imprt a CSV file that cntains any users wh are nt n that Wave. Frmatting the Imprt CRMLink users CSV file A CRMLink user imprt file cnsists f ne header rw fllwed by ne rw per user. Rw 1 will nt be prcessed during the imprt. Yu can leave Rw 1 blank, r ptinally enter the clumn headings in the fllwing rder, which may make the file easier t wrk with: FirstName,LastName,Extensin,VPDPasswrd,CRMLinkUser?,CRMUserID,CRMPas swrd,securitytken Each subsequent rw represents ne user t be added t CRMLink. Fr each user, the data fields must be in the rder indicated in Rw 1. There are 8 fields in each rw: FirstName. User s first name. LastName. User s last name. Extensin. User s Wave extensin. VPDPasswrd. User s ViewPint passwrd. If yu d nt knw it, leave blank. Each user can enter his r her passwrd during CRMLink Desktp installatin. CRMLinkUser? Enter y r yes if the user is using CRMLink, n r n if nt using CRMLink.
Page 21 CRMUserID. User s CRM lgin id. CRMPasswrd. User s CRM lgin passwrd. If yu d nt knw it, leave blank. Each user can enter his r her passwrd during CRMLink Desktp installatin. SecurityTken. Leave blank nt required fr ELEAD users. Each field is separated frm the next field by a cmma. Cmmas are nt permitted in the cntents f any field, because that will cause subsequent fields in that rw t be interpreted incrrectly. If yu mit a field fr a user, yu must enter a cmma as a placehlder fr that clumn. In this case, CRMLink will autmatically apply the default value fr that field. Yu d nt need t enter trailing cmmas t indicate ne r mre mitted fields at the end f a rw. A sample CSV file t imprt ELEAD users might lk like this: FirstName,LastName,Extensin,VPDPasswrd,CRMLinkUser?,CRMUserID, CRMPasswrd,SecurityTken Bb,Allen,2951,1234,yes,ballen@vertical.cm,123456 Marie,Tussaint,2801,5678,yes,mtussaint@vertical.cm,987654 Kyle,Sctt,2631,9012,n Nte that while the SecurityTken field is listed in the header rw, nne f the data rws cntain a security tken, because that field is nt required fr ELEAD users. In this example, Kyle Sctt is nt currently using CRMLink, s n CRM infrmatin is prvided fr him. T prepare a CSV file fr imprting 1. In Micrsft Excel r a text editr such as Ntepad, create a new file. 2. Leave Rw 1 blank r enter the fieldnames listed abve, separated by cmmas. 3. Starting in Rw 2, add each user t be imprted as a separate rw, and enter the apprpriate infrmatin fr each clumn. 4. Save the file with a.csv extensin.
Page 22 T imprt ELEAD users via a CSV file 1. In the Manage Users screen, click Imprt CRMLink Users frm File. 2. Brwse t the lcatin f the CSV file that yu prepared and select it. 3. Clse the windw and return t the previus screen. 4. If there are any errrs with the CSV file, fr example a specified user des nt existing n the Wave in questin, the errr will be displayed n-screen. If n errrs are shwn, the imprt was successful. Where t g next The next step is t create templates t manage call matching rules and ppup settings. G t the next chapter.
Page 23 Chapter 4: Wrking with Templates This chapter describes hw t: Manage templates. See page 24. Create templates. See page 25. Apply templates t CRMLink users. See page 28. Abut templates Templates allw the CRMLink administratr t create a set f pre-selected ppup rules fr users. By default each user can then mdify his r her wn matching rules and ppup settings, r yu can require users t nly use the rules that yu set up. By defining multiple templates, yu can prvide custm match rules and ppup settings fr different types f users. Abut match rules and ppup settings Match rules determine what ppup infrmatin is presented t CRMLink Desktp users n a CRM call. CRMLink match rules fire in rder frm tp t bttm in the list that yu define accrding t the steps in this chapter. The ppup settings fr the first rule that matches the call data will be used t present ppup infrmatin t the user. There must be at least ne match rule in the list. This rule shuld match where mst f yur caller data is stred. A cmmn setting fr this rule is: When: All Calls Matches Exactly: [blank] Then Lk Fr: Caller ID Number In CRM Recrd: Custmer In CRM Field: Phne The last rule in the list is used if all f the ther rules fail t make a match. Settings fr the first tw fields n this last rule must be: When: All Calls Matches Exactly: [blank] Fr all ther rules, yu use the ther available fields t specify the specific Wave and CRM infrmatin used fr matching a call t an entry in yur CRM.
Page 24 Managing templates 1. In the CRMLink Dashbard, click the Wave whse templates yu want t manage. 2. Click Cnfigure. The Cnfigure Template screen pens: In the Cnfigure Templates screen, yu can d the fllwing. Add a new template. Delete a template. Mdify a template s ppup and match rules. Lck a template t prevent CRMLink users frm making changes t the template rules. See the next sectins fr details.
Page 25 Creating a template 1. In the Cnfigure Templates screen, click t add a new template. An empty rw is added t the list f templates.
Page 26 2. Click t edit the template name and lck setting. 3. Enter a CRM Name fr the template. 4. Select the N End-User Edit checkbx t lck the template and prevent CRMLink Desktp users frm making changes t the rules fr this template. If this checkbx is nt selected, the template is unlcked and CRMLink Desktp users t whm this template is applied can edit their wn settings. Their changes will nt mdify the template r affect the settings fr ther CRMLink Desktp users. Nte that if a user edits his r her wn settings, that user s status displayed in the Prduct Administratin site will be Custm. 5. Click the Checkmark buttn t save yur changes. 6. Click the Gear buttn t define match rules and ppup settings fr the template. The Call Rules screen pens: 7. T specify the Wave call data that this rule applies t, use the fllwing fields: When: Select ne f the fllwing: All Calls: The rule will be applied t all calls. Any: The rule will be applied t any call that matches the cntents f the next field. Matches Exactly: Optinal. Enter the exact value t match n, fr example the DID number used. 8. Specify where in ELEAD Wave shuld lk fr matches using the fllwing 3 criteria: Then Lk Fr: Select a Wave field assciated with the call, fr example Caller ID Number. In CRM Recrd: Select the ELEAD recrd t match n frm the drp-dwn list, fr example Custmer.
Page 27 In CRM Field: Select the ELEAD field in that recrd t match n frm the drp-dwn list, fr example Business Phne. 9. Click Ppup Settings. Yu shuld set ppup settings fr each rule, therwise the default setting will be used. Fr This Type Of Call: Specify if the rule applies t all calls r inbund-nly r utbund-nly calls. Perfrm This Actin: Specify what shuld ppup when a call match is fund: Pp CRM With elead Search Results: When yu chse this ptin, ELEAD and CRMLink Desktp are bth launched. The recrd (fr example, the Custmer recrd) that matches the call data is pened. If n match fund, a new recrd f the same type is pened with fields pre-filled as available. Select whether the ppup pens when the Call First Rings, when the Call Is Answered, r when the Call Is Over. Pp Alert Bx Only And Display Caller ID Name: When yu chse this ptin, ELEAD is nt launched, but CRM Desktp pens and displays the Caller ID Name. Pp Nthing: When yu chse this ptin, neither ELEAD nr CRMLink Desktp is launched. Chsing this ptin des nt affect CRM activity lgging. Always Lg a Call Activity Recrd T CRM: Select this checkbx s that even when a user s cmputer is pwered dwn, CRM activity lgs will still be generated autmatically. 10. Use the buttns in the Pririty clumn t change the rder f the rules. Rules are prcessed frm tp t bttm. Click Delete t delete the selected rule. 11. Click Save t return t the Call Rules screen. Click Save t save the new rule, r click Add Rule t add anther rule. 12. When yu are dne, click the X buttn t return t the System View, shwing all f the users fr this Wave.
Page 28 Applying templates t CRMLink users Once yu have created templates, yu can assign them t users. A user can nly have ne assigned template. If yu did nt lck a template (by leaving the N End-User Edit checkbx unchecked when yu created the template) CRMLink Desktp users t whm this template is applied can edit their wn settings. Their changes will nt mdify the template r affect the settings fr ther CRMLink Desktp users. Nte that if a user edits his r her wn settings, that user s status displayed in the Prduct Administratin site will be Custm. 1. In the CRMLink Dashbard, click the Wave t whse users yu want t apply template(s). 2. Select a template frm the Templates drp-dwn list. 3. Select all f the users wh will use the selected template. 4. Click Assign. Where t g next The next step is t dwnlad and distribute the CRMLink Desktp installatin link t users. G t the next chapter.
Page 29 Chapter 5: Distributing CRMLink Desktp t users This chapter describes hw t btain the CRMLink Desktp installatin link and distribute it t users. Obtaining and distributing CRMLink Desktp t users Befre users can begin t use CRMLink Desktp, yu must dwnlad the CRMLink installatin link fr each Wave, and then and distribute the apprpriate link t users n each Wave. IMPORTANT! The CRMLink Desktp installatin link is Wave-specific, and is nly valid fr users n the Wave where the link is btained. If yu added multiple Waves t CRMLink, yu must perfrm the fllwing steps fr each Wave. T btain and distribute the CRMLink Desktp installatin link 1. In the CRMLink Dashbard, click the Wave whse installatin link yu want t dwnlad. 2. Right-click the Dwnlad buttn and then chse Cpy shrtcut. 3. Paste the CRMLink installatin URL int an e-mail and send it t each Wave user wh needs t use CRMLink Desktp. IMPORTANT! The dwnlad link fr each Wave/CRM is unique. If yu have multiple Waves, make sure that yu send the crrect dwnlad link t each user wh needs t install and use CRMLink Desktp.
Page 30 Where t g next Fr details n hw t install, launch, and use CRMLink Desktp, see the next chapter.
Page 31 Chapter 6: Installing and using CRMLink Desktp This chapter describes hw t: Install CRMLink Desktp. See page 31. Launch CRMLink Desktp. See page 33. Use CRMLink Desktp. See page 35. Custmize CRMLink Desktp start-up behavir and yur CRMLink Desktp passwrd. See page 37. Change call matching rules and ppup settings. See page 38. Fr answers t cmmnly-asked questins, see Chapter 8 CRMLink Desktp FAQ, starting n page 45. Installing CRMLink Desktp Install CRMLink Desktp n the cmputer f each Wave ViewPint user wh needs t use it. Windws administrative privileges are required t install CRMLink Desktp. If the user des nt have administrative privileges, the CRMLink administratr can perfrm the installatin fr the user. IMPORTANT! Yu need t prvide the user s ViewPint user name and passwrd during the installatin. This is the same user ID and passwrd that he r she uses t lg int ViewPint. T install CRMLink Desktp 1. Click the link prvided by the CRMLink administratr t start the Setup Wizard. This step dwnlads the CRMLink Desktp installer prgram (CRMLinkDesktpSetup.exe) t yur Dwnlads flder. 2. Click Run t launch the Setup Wizard if yu are prmpted t d s. 3. Fllw the prmpts and click Next at each screen t cntinue, accepting the default settings. 4. In the Cnfigure CRMLink Desktp screen, enter yur ViewPint User Name and ViewPint Passwrd.
Page 32 5. Click Verify ViewPint Credentials. 6. Yur CRM User ID and CRM User Passwrd may have been entered fr yu by yur CRMLink administratr. Enter this infrmatin if necessary, r review and mdify it as required. Click Next t cntinue. 7. In the Installatin Cmplete screen, click Clse. The CRMLink Cnfiguratin Settings screen will autmatically pen s yu can make changes if needed. Be sure t click Save when dne. 8. Restart yur cmputer t cmplete installatin. T uninstall CRMLink Desktp Windws administrative privileges are required t uninstall CRMLink Desktp. If the user des nt have administrative privileges, the CRMLink administratr can uninstall it fr the user. 1. Exit CRMLink Desktp if it is running. 2. Frm the Windws Start menu, g t Cntrl Panel > Prgrams and Features. 3. Search fr Uninstall CRMLink and then duble-click n it launch the uninstall wizard. When the prcess has cmpleted, the wizard will autmatically clse.
Page 33 Launching CRMLink Desktp Launching CRMLink Desktp fr the first time When the installatin cmpletes successfully, CRMLink Desktp pens autmatically at the Cnfiguratin Settings screen s that user can review the infrmatin and make any required changes. Launching CRMLink Desktp autmatically By default, CRMLink Desktp is cnfigured t start autmatically. T change CRMLink Desktp startup behavir, see Custmizing CRMLink Desktp n page 37. Other ways t launch CRMLink Desktp Yu can launch CRMLink Desktp in any f the fllwing ways: Frm the Windws Desktp: Frm the Windws taskbar, if the prgram is running but yu are signed ut: Frm the Windws Start menu, chse Vertical CRMLink. Only ne cpy f CRMLink Desktp can run at a time. If yu try t start it when it is already running, yu will see a warning message.
Page 34 When CRMLink Desktp is running Make sure that yu are displaying all system tray icns (r specifically shw the CRMLink Desktp icn) s that yu will knw when CRMLink Desktp is running: The icn s clr indicates CRMLink Desktp s status: CRMLink running and signed in (green and blue icn) CRMLink signed ut (grey icn) CRMLink service temprarily interrupted (green and blue with a red X) If the CRMLink Desktp icn des nt appear in yur system tray when CRMLink Desktp is running, d ne f the fllwing: In Windws Cntrl Panel, chse Ntificatin Area Icns, and then: T shw all icns, select the Always shw all icns and ntificatins n the taskbar checkbx. T shw the CRMLink Desktp icn, lcate it in the icn list and then select Shw icn and ntificatins frm the drp-dwn list. Click n the Shw hidden icns buttn t the left f the system tray and click the CRMLink Desktp icn.
Page 35 Using CRMLink Desktp When CRMLink Desktp is running, right-click the icn in the system tray t access the fllwing ptins: If any ptin is disabled, that screen is already pen. Minimize r clse ther windws t recver it. Sign Out Lgs yu ut, but des nt clse CRMLink Desktp. Clicking Sign Out prevents call ppups frm appearing n yur screen. CRMLink will still recrd yur call data t yur CRM when yu are lgged ut f CRMLink Desktp. Cnfiguratin See Custmizing CRMLink Desktp n page 37. Dial Opens a dialpad that yu can use t initiate a call directly frm CRMLink Desktp:
Page 36 Abut Displays the versin number and ther details abut CRMLink Desktp: Help Exit Opens the Vertical CRMLink Desktp User Guide. Lgs yu ut and clses CRMLink Desktp. Clicking Exit prevents call ppups frm appearing n yur screen. CRMLink will still recrd yur call data t yur CRM when CRMLink Desktp is nt running.
Page 37 Custmizing CRMLink Desktp Yu can custmize CRMLink Desktp by: Changing start-up behavir r passwrd Changing yur call matching rules and ppup behavir Changing CRMLink Desktp start-up behavir r passwrd 1. Right-click n the CRMLink Desktp icn in the system tray, and then click Cnfiguratin. The fllwing graphic shws the Cnfiguratin Setting screen fr a ELEAD user:
Page 38 2. On the General tab, yu can set CRMLink Desktp s start-up behavir and update yur CRM passwrd: CRM Settings: User Name: Yur ELEAD user name. Passwrd: Yur ELEAD passwrd. Security Tken: Salesfrce users nly. General Settings: Statin ID: Enter the ViewPint statin ID that yu want t use with the CRMLink dialpad. T use yur default Wave device, enter 0. Launch n Startup and Aut-Lgin: Select this checkbx t launch CRMLink Desktp and lgn autmatically when yu pwer up yur cmputer. Remember Me: Select this checkbx t save yur ViewPint username and passwrd s that they are entered fr yu autmatically fr future lgns. Autmatically Clse Call Alert Pp Up. Select this checkbx t clse ppups autmatically, and then enter the number f secnds. 3. Click Save t save yur changes. If yu als want t change match criteria and ppup settings, g t the next sectin. 4. If yu are prmpted t restart yur system, d s. If a restart is required, yu will nt be able t launch CRMLink Desktp again until it ccurs. Changing yur call matching rules and ppup behavir Yur CRMLink administratr assigned a template t yu defining the call matching rules and ppup settings that are applied t yur CRM calls. If yu have permissin t d s, yu can make changes t these rules and settings. Yur changes will nt mdify the template r affect the settings fr any ther CRMLink Desktp users.
Page 39 Abut match rules and ppup settings Match rules are used t determine what ppup infrmatin is presented t CRMLink Desktp users n a CRM call. CRMLink match rules fire in rder frm tp t bttm in the list that yu define accrding t the steps belw. The ppup settings fr the first rule that matches the call data will be used t present ppup infrmatin t the user. There must be at least ne match rule in the list. The default rule is All Calls with n matching criteria. The last rule in the list is used if all f the thers fail t make a match. The last rule must be All Calls with n matching criteria. Fr all ther rules, yu use the ther available fields t specify the specific CRM infrmatin used fr matching a call t an entry in yur CRM. T change yur call matching rules and ppup settings 1. Right-click n the CRMLink Desktp icn in the system tray, and then click Cnfiguratin. On the Match Criteria tab, yu can view match rules and pp- up settings.
Page 40 2. Specify the Wave call data that this rule applies t: When: Select a Wave field t match n frm the drp-dwn list, r use the default value All Calls. Matches Exactly: Optinal. Enter the exact value t match n, fr example the DID number used. 3. Specify where in ELEAD Wave shuld lk fr matches: Then Lk Fr: Select a Wave field assciated with the call, fr example Caller ID Number. In CRM Recrd: ELEAD autmatically searches all recrds. Leave this as All. In CRM Field: ELEAD autmatically searches all fields. Leave this as Any. 4. Click Ppup Settings. Yu shuld set ppup settings fr each rule, therwise the default setting will be used. Fr This Type Of Call: Specify if the rule applies t All Calls, Inbund Only calls, r Outbund Only calls. Perfrm This Actin: Specify what shuld ppup when call matches are fund: Pp CRM With elead Search Results: When yu chse this ptin, ELEAD and CRMLink Desktp are bth launched. The recrd (fr example, the Custmer recrd) that matches the call data is pened. If n match fund, a new recrd f the same type is pened with fields pre-filled as available. Select whether the ppup pens when the Call First Rings, when the Call Is Answered, r when the Call Is Over.
Page 41 Pp Alert Bx Only and Display Caller ID Name: When yu chse this ptin, ELEAD is nt launched, but CRM Desktp pens and shws call data displaying Caller ID Name. Pp Nthing: When yu chse this ptin, neither ELEAD nr CRMLink Desktp is launched. Chsing this ptin des nt affect CRM activity lgging. Always Lg a Call Activity Recrd T CRM: Select this checkbx s that even when a user s cmputer is pwered dwn, CRM activity lgs will still be generated. 5. Click Save t save all f yur changes. If yu changed ppup rules, yu als need t click Save n bth the Ppup Settings screen and the Match Criteria screen. 6. If yu are prmpted t restart yur system, d s. Yu will nt be able t launch CRMLink Desktp again until the restart (if ne is required) ccurs.
Chapter 7: CRMLink Administratr FAQ Page 42 This chapter answers frequently-asked questins abut Vertical CRMLink. Fr detailed infrmatin, see the ther chapters in this guide. D I have t use Internet Explrer as my brwser? Yes. Vertical is lking t add Chrme and Firefx supprt sn, but initially the prduct requires Internet Explrer versin 8 r higher running n a Windws 7 r higher PC. Hw d I get started? CRMLink is designed t be easy t set up and easy t use. Here are the basic steps: 1. Create an accunt and buy yur licenses. 2. Add yur Wave and administratr details. 3. Add yur Wave/CRMLink users. 4. Obtain and send the CRMLink Desktp installatin link t users. See the fllwing fr detailed steps: Chapter 2 starting n page 9 describes hw t create and register an accunt and buy licenses. Chapter 3 starting n page 16 describes hw t add Waves and Wave users t CRMLink. Chapter 5 starting n page 29 describes hw t btain and distribute the CRMLink Desktp installatin link t users. Wh shuld register fr a CRMLink accunt - partner, reseller r end-user? The system was set s the end-users culd administer everything themselves and get billed directly. If a partner r reseller wishes t create a single accunt fr all f their custmers, they can d that, but it will create prblems with the free trials since we dn t expect a single custmer t have multiple free trials. Can the registratin details be changed later n if the accunt name r credit card infrmatin needs t be updated? Yes. Yu shuld see a link t My Accunt twards the tp n the Vertical Online License page where accunt infrmatin can be changed.
Page 43 D I need t cnfigure CRMLink frm the Glbal Administratr Management Cnsle n my Wave(s)? N. Since the brwser n yur Wave is likely nt the mst current versin, it s actually recmmended that yu set up CRMLink utside f the Glbal Administratr, using the mst current versin f Internet Explrer. Is there a free trial ptin fr my CRM? Fr each f the available CRMs, we ffer a 90-day free trial. (Lk fr the drpdwn ptin n VOL that ends in -TRIAL.) Custmers must prvide a credit card when they first sign up; this is used t autmatically cnvert the free trial t a paid versin at the end f the trial perid. I bught my licenses. Nw hw d I set up my Wave? T cnfigure CRMLink fr yur Wave(s), g t the main Vertical Online License page and click the Prduct Administratin buttn. Yu will be prmpted t lgin again fr security reasns. The CRMLink Administratr Dashbard will then launch in the same windw. See Chapter 3 starting n page 9 fr detailed steps. I clicked the Prduct Administratin buttn and instead f the CRMLink Administratr Dashbard, I m seeing a lgin page. Nw what? The authenticatin prtcl requires that ckies are enabled. Check the setting in yur brwser and try again. When can I add new licenses fr my accunt? Yu can add additinal user licenses at any time. T add licenses, lg int Vertical Online Licenses and chse the Purchase Licenses ptin. Yur credit card n file will be charged a prrated amunt fr the remainder f the mnth s usage. These licenses are available immediately upn cmpletin f the checkut prcess. When can I remve licenses frm my accunt? Once purchased, licenses are effective fr the entire mnth. Yu can initiate a request t reduce yur license cunt at any time during the mnth, but the licenses will remain active until the next billing date (the 1 st f the next mnth). Nte: If the number f licenses paid fr is less than the number f CRMLink users allcated, all CRMLink users will be disabled until the situatin is crrected (either by remving CRMLink users r purchasing mre licenses).
Page 44 Is the CRMLink administratr user the same as the Wave Glbal Administratr user? N. CRMLink des nt use the Wave Glbal Administratr credentials at all. Instead, the CRMLink administratr is identified in CRMLink Advanced Settings via his r her ViewPint User Name and Passwrd. Hw d I get the right CRM recrd t pen fr my calls? First check yur CRM t see where the data yu want t match is stred. Yu ll need the name f the field as well as the recrd that it s n, fr example the Business Phne field n the Custmer recrd. Next, mdify yur Match Criteria drpdwns fr In CRM Recrd and In CRM Field s they are set t these values. See Abut match rules and ppup settings n page 23 fr details. I made a change t my templates in the CRMLink Administratr. Why hasn t it changed my existing users rules? Administratr templates are used t generate the initial settings fr CRMLink Desktp users. Once the CRMLink client (CRMLink Desktp) is installed n a user s PC, any further changes need t be dne directly thrugh CRMLink Desktp. What s a WUN? Fr each Wave cnfigured fr CRMLink, a Wave Unique Name (WUN) is autmatically generated. This unique ID can be used t identify a Wave when investigating errrs.
Page 45 Chapter 8: CRMLink Desktp FAQ This chapter answers frequently-asked questins abut CRMLink Desktp: Installing and uninstalling CRMLink Desktp. See page 45. Using CRMLink Desktp. See page 46. Passwrd cntrl. See page 48. The CRMLink Desktp alert bx. See page 50. Call matching. See page 52. Ppup behavir. See page 53. Fr mre abut installing and using CRMLink Desktp, see Chapter 6. Installing and uninstalling CRMLink Desktp Hw d I install CRMLink Desktp? See page 31. Hw d I uninstall CRMLink Desktp? See page 32.
Page 46 Using CRMLink Desktp Hw d I start CRMLink Desktp? By default, CRMLink Desktp is set t autmatically start when yu lg in t yur cmputer. Befre attempting t start it, check if it is already running. 1. G t yur cmputer s Task bar and find the CRMLink lg. If it s nt in yur Task bar, find the shrtcut that was created n yur desktp during installatin. 2. Duble-click the CRMLink Desktp lg t start CRMLink Desktp. Hw can I set up CRMLink Desktp t start autmatically when I turn n my cmputer? D either f the fllwing: 1. Frm the Cnfiguratin screen, click the General tab. 2. In the General Settings sectin, select the Launch n Startup and Aut-Lgin checkbx. 3. Click Save. The new setting will be used the next time that yu sign in r start CRMLink Desktp. -r- 1. Start CRMLink Desktp. 2. At the sign in screen, select the Launch n Startup and Aut-Lgin checkbx and then click Lgin.
Page 47 Hw d I sign in t CRMLink Desktp? 1. G t yur cmputer s Task bar. 2. Right-click the CRMLink lg and then chse Sign In. Hw d I sign ut f CRMLink Desktp? 1. G t yur cmputer s Task bar. 2. Right-click the CRMLink lg and then chse Sign Out. Hw d I exit CRMLink Desktp? 1. G t yur cmputer s Task bar. 2. Right-click the CRMLink lg and then chse Exit. Hw can I knw the current status f CRMLink Desktp? The CRMLink Desktp task bar icn changes t indicate the current status: CRMLink running and signed in (green and blue icn) CRMLink signed ut (grey icn) CRMLink service temprarily interrupted (green and blue with a red X)
Page 48 Hw d I get t CRMLink Desktp t access menu items like settings and cnfiguratin? 1. G t yur cmputer s task bar. 2. Right-click the CRMLink lg and then chse Cnfiguratin. Passwrd cntrl Hw d I update my ELEAD passwrd fr CRMLink Desktp? 1. Frm the Cnfiguratin screen, click the General tab. 2. Use yur muse t highlight the current Passwrd and then click Delete. 3. Type a new Passwrd. 4. Click Save. Hw d I update my ViewPint passwrd fr CRMLink Desktp? If yur ViewPint passwrd has changed, yu als need t change it in CRMLink Desktp. If CRMLink Desktp is set t start autmatically, yu d nt have the pprtunity t d s because the lgin screen is bypassed. 1. Set CRMLink Desktp t nt start autmatically. T d s: a. Frm the Cnfiguratin screen, click the General tab. b. In the General Settings sectin, deselect the Launch n Startup and Aut-Lgin checkbx. c. Click Save. d. Sign in t CRMLink Desktp, deselect the Launch n Startup and Aut-Lgin checkbx and then click Lgin.
Page 49 2. Sign ut f CRMLink and then sign back in. (See page 47 fr instructins.) 3. When the CRMLink Desktp lgin screen pens, enter yur new ViewPint Passwrd. 4. Click Save. Hw d I prevent CRMLink Desktp frm remembering my ViewPint passwrd? Perfrm the fllwing steps if yu d nt want CRMLink Desktp frm remembering yur ViewPint passwrd. Nte that yu will then have t enter yur passwrd every time yu sign in r start CRMLink Desktp. 1. Frm the Cnfiguratin screen, click the General tab. 2. In the General Settings sectin, deselect the Remember Me checkbx. 3. Click Save. The new setting will be used the next time that yu sign in r start CRMLink Desktp. Hw can I set up CRMLink Desktp t remember my ViewPint user name and passwrd? D either f the fllwing: 1. Frm the Cnfiguratin screen, click the General tab. 2. In the General Settings sectin, select the Remember Me checkbx. 3. Click Save. -r- 1. Start CRMLink Desktp 2. At the sign in screen, select the Remember Me checkbx and then click Lgin.
Page 50 Hw d I turn ff CRMLink Desktp s autmatic lgin setting? 1. Frm the Cnfiguratin screen, click the General tab. 2. In the General Settings sectin, deselect the Launch n Startup and Aut-Lgin checkbx. 3. Click Save. The new setting will be used the next time that yu sign in r start CRMLink Desktp. The CRMLink Desktp alert bx Hw d I use the CRMLink Desktp alert bx? CRMLink autmatically shws an alert bx fr each call made. The alert bx displays the fllwing infrmatin: Caller ID number Time f call A link t the recrd fund in the CRM. The text shwn fr the link will vary, depending n the type f recrd matched r if it is a new caller wh is nt fund in the CRM. The next call made creates a new entry at the tp f the alert bx and cllapses the entry currently pened. The mst current call will always be at the tp.
Page 51 Hw d I pen a previus call recrd in the alert bx? When yu leave the CRMLink Desktp alert bx pen, it begins t grw a list f what calls yu ve handled. T pen a previus recrd: 1. Click the rw with the phne number and time f the call yu need. This expands the alert bx t shw the link fr that call. 2. Click the link t pen the CRM t the recrd linked t the call. When yu clse the alert bx, the alert bx resets, and clears the display. T pen an earlier recrd, check yur CRM s phne call activity recrds. I nly want the alert bx t pen when a call is made. Hw d I d that? 1. Frm the Cnfiguratin screen, click the Match Criteria tab. 2. Under the heading Apply Settings, click the Ppup Setting buttn. 3. In the Perfrm This Actin sectin, click Pp Alert Bx Only and Display. 4. T custmize the alert bx display, select up t 3 fields frm the drp-dwn lists. 5. Click Save t return t the Match Criteria screen. 6. Click Save. Hw d I set CRMLink Desktp t autmatically clse the alert bx? 1. Frm the Cnfiguratin screen, click the General tab.
Page 52 2. Select the Autmatically Clse Call Alert Pp Up checkbx. 3. In the after secnds text bx that pens belw, enter the length f time in secnds after which the alert bx will clse. 4. Click Save. Call matching Hw d I change which CRM field is used fr matching calls? What shuld I d if CRMLink Desktp isn t pening the right existing recrd? 1. Check yur CRM t determine the recrd and field where yur match data is stred. Fr example, is it in the Cntact recrd r the Lead recrd? What is the name f the field where the phne number (r ther item) appears? 2. Frm the Cnfiguratin screen, click the Match Criteria tab. 3. Under the heading In CRM Recrd, select the recrd type that yu identified in step 1 frm the drp-dwn list. 4. Under the heading In CRM Field, select the field name that yu identified in step 1 frm the drpdwn list. 5. Click Save.
Page 53 Ppup behavir Hw d I change the CRM recrd that pens when a call is made? 1. Frm the Cnfiguratin screen, click the Match Criteria tab. 2. Under the heading Apply Settings, click the Ppup Setting buttn. 3. In the Perfrm This Actin sectin, select ne f the fllwing frm the Pp CRM with drpdwn list: Matching Phne Call Activity. This is the recrd that CRMLink creates fr each phne call. Matching Recrd. This is the Custmer/Cntact/etc. recrd that matched the caller, accrding t yur Match Criteria. 4. Click Save t return t the Match Criteria screen. 5. Click Save.
Page 54 Hw d I change when the CRM pens when a call is made? 1. Frm the Cnfiguratin screen, click the Match Criteria tab. 2. Under the heading Apply Settings, click the Ppup Setting buttn. 3. In the Perfrm This Actin sectin, under Pp CRM With click ne f the fllwing: Call First Rings. Yur CRM and the CRMLink Desktp alert bx pen immediately when the call rings. Call is Answered. Yur CRM and the CRMLink Desktp alert bx pen when the call is answered. Call is Over. Yur CRM and the CRMLink Desktp alert bx pen when yu hang up. These settings d nt affect call lgging. Click Save t return t the Match Criteria screen. 4. Click Save. I d nt want t launch my CRM r the CRMLink Desktp alert bx when calls are made. Hw d I just lg my calls? 1. Frm the Cnfiguratin screen, click the Match Criteria tab. 2. Under the heading Apply Settings, click the Ppup Setting buttn. 3. In the Perfrm This Actin sectin, click Pp Nthing. 4. Click Save t return t the Match Criteria screen. 5. Click Save.