BT Quantum Unified Communicator Client CRM Upgrade User Guide

BT Quantum Unified Communicator Client CRM Upgrade User Guide BT Quantum Unified Communicator 1 CRM Upgrade Integration User Guide V1.1

Amendments Change Author Date Section BT Quantum Unified Communicator 2 CRM Upgrade Integration User Guide V1.1

1. What features are offered when integrating with a CRM Database? Integrating the BT Quantum Unified Communicator Client with a CRM database application allows you to more efficiently and effectively interact with the data contained within it. The BT Quantum Unified Communicator CRM Upgrade offer three core features as a result of the integration Click to Dial: Click on phone numbers from within your CRM package and dial them without having to touch your physical phone. Inbound Screen Pop: When you receive a call from a number which is saved within the CRM package contacts database, you will receive a screen pop / preview window with the contact / callers details. Address book Syncronisation: Your CRM package contact information will be syncronised to appear in the Address Book feature of the BT Quantum Unified Communicator. 2. Integration to a supported CRM Database Installation Options. Installation options: Integration to supported CRM database applications will be performed by BT. There are two options avaiable subject to the type and nature of the CRM databse application. Option 1 : Remote Installation. Customers can order a remote integration option on selected database applications whereby a BT Technician will connect to a users PC and perform the integration remotely via a desktop share program. Option 2: Onsite Installation. For databases where a remote installation option is not available, an onsite installation and integration service can be performed by a BT Engineer. For a current list of database applications and installation options please see section 4 or contact your local BT sales office. BT Quantum Unified Communicator 3 CRM Upgrade Integration User Guide V1.1

3. What features does integration with a CRM Database provide? 3.1 Click to Dial: In order to speed up the process of dialling a contact from a CRM Database, the BT Quantum Unified Communicator allows you to click a phone number from within the CRM application directly and begin dialling it immediately, with no interaction between you and the phone required to initiate the call. BT Quantum UC supports 3 methods of dialling Clipboard, Internet or Application. Clipboard Dialling allows users to highlight a contact telephone number by using the PC mouse and when copied to the clipboard, the BT Quantum UC will allow users to dial the number directly. Internet Dialling is where the CRM Database application is hosted and is effectively a web page. By enabling the Internet dialling option, UC automatically scans all web pages and detects any telephone numbers on that page. Detection is confirmed when the number is underlined, and on clicking the number, UC will dial automatically. Application Dialling is where UC can be mapped to all, or specific telephone numbers on a contact page. When mapped, UC places a telephone icon adjacent to the mapped number. On clicking the phone icon the number will be dialled. Example : In the Sugar CRM example below, the BT Quantum Unified Communicator shows the Application Dialling technique outlined above and places a phone icon adjacent to the mapped telephone fields on the Sugar CRM Web Interface. Screenshot of a Sugar CRM contact page with telephone icons next to each telephone number field. BT Quantum Unified Communicator 4 CRM Upgrade Integration User Guide V1.1

3.2 Inbound screen pop: When an integration to a CRM Database is performed, the BT Quantum UC connects to the CRM Contact Database and uses this information to provide a preview of any incoming callers details. When an incoming call is detected, the BT Quantum Unified Communicator will query the CRM database to check if the phone number of the individual calling exists. In the event that a match is found, the callers details will be offered to the receiver via a discreet Pop up or Toast window, allowing users to preview who is calling them and to decide if they do, or do not wish to answer the call. Screenshot of the BT Unified Communicator Quantum Toast window, In addition to the Toast window, if the User has the main BT Quantum UC window open, the callers details will also be replicated in the main window. Both the Preview and the Main UC window will display the CRM Database icon and on clicking this the BTUC will POP the CRM Database contact page therefore allowing users to view the contacts details and answer queries or gain access to further database records in a quick and easy manner. Screenshot of the main UC window upon receipt of an incoming call. Note the Sugar CRM icon used to Pop the database contact page. BT Quantum Unified Communicator 5 CRM Upgrade Integration User Guide V1.1

3.3 Address book Syncronisation: As with 3.2 above, when an integration to a CRM Database is performed, the BT Quantum UC connects to the users CRM Contact Database and replicates this information in the UC Address Book. This allows users to search for CRM contacts when not using the CRM Database and allows them to dial or pop the crm Contact page by clicking the contact name or the telephone number listed within the query response to dial the contact as required. Screenshot of the UC Address Book showing the Sugar CRM Contact details. BT Quantum Unified Communicator 6 CRM Upgrade Integration User Guide V1.1

4. Supported CRM Database Applications. An overview of the CRM databases currently supported is shown below. Please note specific versions of the listed CRM Database types may not be supported. To clarify which versions are compatible or if unlisted CRM applications are able to be supported, please contact your local BT sales office. Remote Install Dialling Site from Install App Phone Book Dial Inbound Screen Pop BT Quantum Unified Communicator 7 CRM Upgrade Integration User Guide V1.1

Remote Install Dialling Site from Install App Phone Book Dial Inbound Screen Pop Please contact the BT Helpdesk or your local BT sales office for an up to date list of currently supported CRM Database packages. BT Quantum Unified Communicator 8 CRM Upgrade Integration User Guide V1.1