Overview prof.itplus can now be integrated with your telephone system to enable quick dial-out functions from a number of key screens to enhance user productivity and identify incoming calls where the telephone number has been recorded against a customer or supplier record. Where a telephone number is displayed in prof.itplus, a green telephone icon may also be shown, as below. Clicking the icon will initiate a telephone call. Where there is only one telephone number available for the customer or supplier, the tooltip on the telephone button will be Dial followed by the telephone number. Clicking the button will then dial that number. Where there is more than one number available, the tooltip will be Dial Customer or Dial Supplier. If the button is clicked the list of available telephone numbers will then be displayed and the required number can be selected. A telephone button will be displayed in the following programs: CRM Initial Screen CRM Diary Customer Details Tele-Order Processing Sales Order Entry Supplier Details Purchase Order Entry Purchase Enquiries System Drill Down Page 1
When an incoming call is received and the number has been recorded against a customer or supplier, a selection screen will be shown showing possible matches based on the inbound number. Once selected, the drill down menu will be displayed for the chosen account. Page 2
Setting Up Telephone Integration To use prof.itplus telephone integration facility, each end user must ensure that their telephone system provider has installed a TAPI Service Provider (TSP) that is v2.1 compatible and that they can dial out from their PC. prof.itplus users will also need permission to make outgoing calls/be notified of incoming calls on an individual user basis. These permissions are controlled within the Set Up Users screen from within the Admin menu. If the Make Outgoing Calls? checkbox is not ticked, the phone icon will not be visible to the user. Additional Settings are also available for prof.itplus administrators. A new Configure CTI option has been added to the prof.itplus administrator s menu. Page 3
The Configure CTI screen allows for the following: Enable CTI? If the Enable CTI checkbox is not ticked, then the phone icon will not be visible regardless of individual user permissions. Outbound Call Prefix Used if there is a requirement to dial a certain number to access an outside line. prof.itplus will automatically prefix the number entered here to any outgoing calls being made. Default CTI Provider By Default the system will automatically find and use the first available TAPI Service Provider (TSP) that it encounters. If there is more than one TSP these options can force a specific provider to be used. Each list box will contain a list of TSP s found on the system. System Default This TSP name will be attempted to be used by all users of prof.itplus. If the machine the user is working on has a machine specific default that will be used instead. This Machine To be used when a TSP has a different name on an individual machine, or a particular machine must use a different TSP. This TSP name will be attempted to be used by any user of prof.itplus on the current machine (workstation/ laptop/ terminal). This setting applies to the current machine only and will not migrate with users if they access prof.itplus via a different machine. If the System Default or This Machine list boxes are blank or contain no other values other than None, then a valid TSP could not be found on the current machine. See Trouble Shooting. Page 4
Trouble Shooting To use prof.itplus telephone integration facility, each end user must ensure that their telephone system provider has installed a TAPI Service Provider (TSP) that is v2.1 compatible and that they can dial out from their PC using the Windows Phone accessed from either the Microsoft Outlook Contacts toolbar or Windows Dialler. To check the list of telephony providers installed on a pc, select Control Panel Phone and Modem Advanced Tab. To check the dial out option in Microsoft Outlook Contacts, select the Dial button on the tool bar, confirm the contact number and click Start Call. Page 5
If Microsoft Outlook is not installed select Dial or Dialler. If the dial out option is not working, check that the Dialing Rules have been set up. This window can be accessed from the New Call Dialing Properties button or from the Control Panel Phone and Modem option. Page 6
If a TAPI v2.1 TSP is not installed or the dial out option does not work then you will need to contact your system administrator or telephone provider for assistance before the OGL dial out option is activated. If a TAPI v2.1 TSP is installed and the Windows Phone is working, the OGL dial out option can be activated by ticking the Enable CTI option in the Configure CTI system admin menu and also ticking the Make Outgoing Calls checkbox in Set Up Company Users screen. If the telephone button is displayed but the dial out fails, test if the call will work with the dial out prefix included as part of the customer or supplier telephone number. If the dial out still fails, the problem will either be an incompatible TSP or the TSP needs to be configured by your system administrator or telephone provider Please note that it is the responsibility of your system administrator/telephone system provider to install a compatible TSP, where one is available for the particular telephone system installed. Not all systems will have compatible TSP s. This can only be verified by your telephone provider. Where a compatible TSP is available, telephone integration should function as described. Any consultancy work undertaken by OGL in conjunction with your telephone provider will be charged at the prevailing rate. Page 7