CloudCall for Salesforce- Quick Start Guide CloudCall for Act! CRM Quick Start Guide 26/01/2015
Plugin Overview About SYNETY SYNETY is a leading cloud- based software and communications company that develops and provides CloudCall solutions. Our solutions allow companies to fully integrate their telecommunications systems into their existing CRM software, with the aim of ultimately improving efficiency and reducing costs. Prerequisites In order to make use of this plugin you will require either a CloudCall Click or CloudCall Contact Centre account. You will need to have Act! installed on your PC if running Act! (Desktop) or on the server if running Act! (Web). You will need to have local administrator rights to install the Synety Act! CRM plugin on your PC. If running Act! Desktop you will need to install the Synety Act! (Desktop) Plugin onto your PC. (Installation details below). If running the Act! Web you will first need to install the Synety Act! (Desktop) Plugin on the server where Act! Is installed, and you will then also need to install the Synety Act! (Web) Plugin on the same server. (Installation details below). Supported Features Click To Call Call Logs & Call Recording Playback Add & View Call Notes Set & View Call Categories Schedule Follow Up Call Inbound Screen Pop Call Transfer* Conference Calling* Monitor, Whisper and Barge* ACD and Progressive Dialler (CloudCall Campaigns)* CRM Sync These features are only available in the non- integrated version of CloudCall at this time. We are working on a timescale on when these features will be available with the Act! Integration. 2
Installation of Act! (Desktop) plugin Download Plugin To download the CloudCall Click and Contact Centre Plugin for Act! go to the Synety Portal. Login into the Portal using your credentials, select Software, and then Applications / CRM Plugins from the left hand menu. You will now be presented with a full list of all CRM integration plugins available. Search for Act! and you will be presented with a list of all plugins available for that product. Install Plugin To install the plugin you require, select the more information button on the Act! (Desktop) plugin. 3
Select the Installation URL. This will allow you to Run or Save to your PC. Once saved, Click on the file and select Run and the following wizard will start. Your installation directory will remain as the default for the Installation of ACT! CRM desktop plugin. Once the wizard has completed the plugin has been installed. Launch Act! CRM 4
Installation of Act! (Web) plugin Download Plugin To download the CloudCall Click and Contact Centre Plugins for Act! Web, go to the Synety Portal. Login into the Portal using your credentials, select Software, and then Applications / CRM Plugins from the left hand menu. You will now be presented with a full list of all CRM integration plugins available. Search for Act! and you will be presented with a list of all plugins available for that product. Install Plugin To install the plugin you require, select the more information button on the plugin you require. 5
For Act! Web you will first need to install the Synety Act! (Desktop) Plugin on premise server where Act! Is installed, and you will then also need to install the Synety Act! (Web) Plugin on the same server. Select the Installation URL. This will allow you to Run or Save to your PC. Once saved, Click on the file and select Run and the following wizard will start. Act! (Desktop) plugin needs to be installed in a specific location of on premise server i.e. instead of \Act\Act for Windows directory, it should be installed in \Act\Act for Web directory. Click on browse button and select the Act Web directory on premise server. 6
Once the wizard has completed the Act! (Desktop) plugin on premise server for ACT! Web has been installed. Note: Once the installation of the desktop plugin is finished, run the Act! CRM on premises server once so that it configures itself properly with the desktop plugin. A successful login is needed at this point. Log out from the Act! CRM. 7
Extract CloudCall Click & Contact Centre for Act! Web CRM files from the compressed (.zip) file, Click on the file and select Run and the following wizard will start. Your installation directory will remain as the default for the installation of Act! Web plugin. Once the wizard has completed the plugin has been installed. Launch Act! CRM Web. 8
Configuration Configuring Users Now that the Act! CRM plugin is installed, we need to configure your settings. Select Manage CloudCall Users from the Tools drop down and select your Act! User. Enter your CloudCall User ID, password, country and country prefix code. Only UK and US settings are currently available. 9
Complete the call options screen to enable and mandatory field input when completing call notes and to enable call recording control so that call recordings can be paused and resumed. Complete the call notifications screen Note To enable inbound call notifications you must select Call Notifications. Use the CLI drop down to select which areas of Act! will be searched to match the inbound number. Ensure that both your account number and extension number are both entered into the Screen Pop Exception List. 10
Finish and restart Act! Using CloudCall Making a Call You can make calls from Contacts, Groups, Companies, Opportunities, Task List and Calendar using one of the following icons: Call Icon at the top of the screen Icon found with sub tabs i.e. contacts within groups CloudCall Click which will be found listed in sub menu s by right clicking on a calendar event. Each method will open the make call window. Once the call is completed, add your category, notes and if required schedule a follow up with the contact. 11
Call History and Call Recordings All call history information when the call is completed is stored inside the CRM system and can be found under history tabs. This is the case for Contacts, Groups, Companies and Opportunities. History List presents you with a full list of all calls across your customers. Double Click the call to access the detailed notes. If you d like to replay the call, select the item you wish to playback, then hit the the history tab. button. This button can be found in Contacts, Companies, Groups and Opportunities under This will then open the playback recording dialogue. Play and Pause the recording at your convenience. Once complete, close the window. 12
Getting Help Subscribe to our YouTube Channel or visit SYNETY Support Page and watch easy to follow how- to videos for CRM integrations Support Hours Support are available from 08:30 18:00, Monday to Friday Email: support@synety.com UK Tel: +44 (0) 33 033 56789 US Tel: +1 415 376 1467 You can also log a case from your Synety Portal- https://.portal.cloudcall.com Contact Emails Sales Department: sales@synety.com Technical Support: support@synety.com API Support: api@synety.com Accounts Department: accounts@synety.com Number Porting: porting@synety.com US Contact Emails Sales Department: us.sales@synety.com Technical Support: us.support@synety.com API Support: api@synety.com Accounts Department: us.accounts@synety.com Number Porting: porting@synety.com Follow our Twitter Support feed: @Synetysupport Follow our LinkedIn Feed: @Synety 13