crm connector - home - momentum telecom connector.pdf · – crm connector allows you to use the...

CRM Connector

©2014 Alteva. All Rights Reserved.

Features

• Designed to help users make optimal use of their Alteva business telephone system.

• Dial contacts directly from recent dial, call history, and address book

• Locate and dial contacts from CRM databases and other integrated applications.

• Preview caller details on screen

• Desktop call control (answer, hang up, transfer, etc.)

• Contact popping with popular CRM & Database solutions

• Store regular contacts in a local address book.


Installation

1. Navigate to Alteva’s Hompage: www.alteva.com 2. Click on Support, Client Application 3. Select Alteva CRM Connector and save it to your computer 4. Right click on the installer and run as an adminstrator

http://www.alteva.com/


Launching the Application

• The client operates directly from the system tray via a discrete icon.

• Right clicking on the icon displays the menu to access features or enter number to dial.

Quick Dial / Search Recently Dialed Numbers

Service Features CFA, DND

View Phone Window View Presence List

Search/Edit All Contacts View Call History

Go Integrator Settings


Preview Window

• Can be configured to appear on inbound/outbound calls.

Basic Caller Details

Click for CRM matched contact

Call Control

Incoming Call

Connected Call


Phone Window

• Control inbound/outbound calls.

• View caller contact information.

Caller Details

Call Control Options

Call Recipient Call Direction

CRM contact pop


Multiple Calls

Use the Action buttons to navigate between multiple call windows


Making a Call from CRM Connector Click to dial – CRM Connector allows you to use the application to initiate an outgoing call from your desk phone.

The call originates from the application and rings your desk Phone

Click to dial

Dial a number


Consulted Transfer

1. Click Consult2. Enter the number or extension you

wish to transfer the call to and clickconsult

3. Once you have announced the call, clicktransfer to transfer the call


Blind Transfer

1. Click transfer2. Enter in the extension or number you wish to transfer the call to3. Click on transfer again


Conference Calls

1. Click Conference2. Enter the number or extension you

wish to conference in and click consult3. Once you have connected, click

conference to join the calls together


Presence

Your presence

Right click to call

Busy

Available

Contact Search


Presence Continued

Call and transfer calls(when you are on

an active call)

Recommended: If greater than 30 users, a custom presence list can be built


Changing Your Presence

1. Right click on the Go Integrator Icon2. Select Availability3. Choose your Availability

Note: Your availability will change automatically when you are on a call


Address Book Local Address Book

• Create, edit and delete details of regularly used contacts.

• Stored in local location (only available to local PC user).

• Add new contacts while on a call, or add afterwards via call history.

Contact Searching

• Easy searching for contacts:• local address book• integrated CRM databases

or applications

• Can click to dial the contact


Call History

• A log of recent inbound, outbound and missed calls.

• Click to Dial from history


Features – Call Forward and DND

You can turn on Do No Disturb and Call Forward Always from the menu.

1. Click on Features2. Select Forward All or Set Do

No Disturb


Configuration Menu

A list of integrated applications will appear here. To add a new applications, click (Add new)

Telephony – click to set up your phone integration


Application Integration

Caller Preview

• Displays caller (or called party) namein the Preview or Phone window whena match against is found in the sharedaddress book or integratedapplication(s).

• Application Integration

Contact Popping

• Click the integrated application’s iconin the Phone or Preview window.

• The caller’s contact record is displayedin the integrated application.


Configuration – Telephony

• Username: your BroadWorks User ID.( ie, lowercase, including [email protected] )

• Password: your BroadWorks Password

• You can also select a directory mode whichcan be used to control the directorynumbers you download from the telephonesystem. This is useful to improve theperformance of the Presence window if youare part of a large organization. By default, itis set to Group.

• Next is your country and area code whichare used to recognize local phone numbers.

• The last setting, “method of use”, is usefulwhen several people share the same PC.

• Click Save



Integration into:

• CRM applications

• Other contact databases and applications

Common elements of the integration include:

1. Click to dial: Allow users to dial directly from the application

2. Call preview: Caller's details will appear from the database in the Previewwindow

3. Contact Popping: Users can press a button to 'pop' the caller's detaildirectly in the CRM application

4. Address book search: Allows users to search database contacts from theAddress Book window



Contact Searching

• Concurrently search the shared address book and any integrated applications, then click on the name in the results to dial them.

Click-to-Dial

• Transposes a “dial” symbol on a number field within an application.


Configuration Menu– Dialing

• The dialing options available within the client can be customized.

• Clipboard

• Application

• Focus (Automatically detects fields which contain a dial-able number arepresent a dial button)

• Web Page Focus Dialing


Advanced Integrations

• Go Integrator offers integration to a range of vertical market solutions.

• Automotive/Transport• Construction• Database• Education• Financial/Insurance• General CRM

• Healthcare• Help desk• Hospitality• Legal• Local Gov’t/Charity• Logistics/ERP

• Marketing• Property• Recruitment• Retail• Security

• See the “Advanced Integration” section on the GoIntegrator.com website toconfirm any possible integration.http://gointegrator.com/cti.php?tab=12&item=136&lang=us

• By request: There are development services to investigate the possibility ofworking with as yet undocumented databases. If the required application is noton the list then a process known as AIRP (Application Integration RequestProcess) is followed, facilitated by Product Engineering.

• Mondago reviews both the technical feasibility and estimated costs ofintroducing the integration.

http://gointegrator.com/cti.php?tab=12&item=136&lang=us


Events & Custom Integration

• Control what automaticallyhappens on inbound oroutbound calls, or when call isanswered:• Display Phone window.• Pop contact details.

• Run a program (or go to a webpage) on a selected event (e.g.call connected), and based on:• Direction of call.• Whether internal or external

user.


Custom Integration Example

Example: IP Camera • Certain events can be setup to open an IP camera stream, for example

when –• A call rings• A call is answered• A number is dialed

((( )))

View door cameras and entry systems before answering the phone.


Support

Name Technical Trainer

email phone

Technical Support [email protected] 877-258-3828

http://www.altevatel.com/

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