CustomerTRAX Product Overview. VoIP Agent 1 / 10

Transcription

1 Product Overview VoIP Agent 1 / 10

2 Table Of Contents VoIP integration to Handle Agent... 3 How screen pops work with the Handle agent... 5 Searching on Agent... 6 Account overview (Agent)... 7 Agent - Creating Activity / 10

3 VoIP integration to Handle Agent Struggling to quickly access, update, and share customer updates with your team? The Handle Agent runs quietly in the background and integrates with your phone system. It will pop up when a call comes in, displaying the account of the customer calling. With just a click of a button you can search for accounts, keep multiple accounts open in tabs, and access equipment details. Handle Agent is a small, lightweight desktop application for Windows. It runs in the system tray and allows you to search and interact with Accounts and Prospects without the need for an open browser window. Handle Agent is available to all Handle customers and users (Download Agent) If integrated with your phone system, Handle Agent can respond to incoming calls and call transfers with an on screen pop-up, commonly referred to as a Call Pop or Screen Pop Integration with your phone system and two way updates through the agent are available to Handle Platinum customers VoIP Integration Instructions for JTAPI-compatible systems Please verify with your VOIP provider that your system is compatible with JTAPI or that you are using JDConnect. If the answer is yes to either, please follow these instructions to configure your system. 1. Create an application user for Handle and register the application user with VoIP Call Manager/Server 2. Register new or existing device with VoIP Call Manager/Server 3. Configure a phone number for this Device 4. Select this device as controlled for our Application User 5. Open network ports between VOIP and Handle Server 6. Send the following information to support@customertrax.com 1. VoIP Call Manager/Server IP Address 2. Application User name 3. Application User Password Instructions for JTAPI-incompatible systems If your system does not support JTAPI, it will need to be able to construct a HTTP Request based on their extension and incoming call information and pass it to the Handle serve 1. Configure the system to send the following HTTP Request to the Handle server ndler.ashx?pass=[pass]&phonenumber=[phonenumber]&extension=[extension] 3 / 10

4 [phonenumber]: the incoming phone number without dashes, parentheses or spaces [extension]: the user s extension (without dashes, parentheses or spaces) [pass]: the secure password provided by CustomerTRAX [ctrax.somedealer.com]: the url you use to access Handle VoIP integration to Handle Agent /2016/04/07/voip-integration-to-handle-agent-screen-pops/ # # # 4 / 10

5 How screen pops work with the Handle agent Screen pops Match found No Match On an incoming call and screen pop, this window will not interrupt you or steal focus from your mouse or keyboard. Our Support team can customize the fields displayed on the screen pop when a match is found. When an incoming call is received, Handle Agent will search all Accounts, Prospects, and linked Contacts for the incoming phone number. Matching results will be displayed on screen. If no match is found for the caller ID information, you will see Number not found. You can click this message to search for an Account or Contact. How screen pops work with the Handle agent /2016/04/07/how-screen-pops-work-with-the-handle-agent/ # # # 5 / 10

6 Searching on Agent The quickest way to find Accounts (e.g. customers, prospects) is using the Keyword search. The Keyword search is available in the main nav bar. 1. Keyword account search You can use the Keyword Search to search by: Company, FirstName, MiddleName, LastName, Account#, County, City, Zip, WorkPhone, AltPhone, CellPhone, HomePhone Selecting All or Assigned will control which matching results are returned either anything from the database, or only the accounts you are assigned to. 2. Search results 3. Create new prospect 4. Tabs & tab list Open multiple accounts and activities Searching on Agent /2016/07/21/searching-on-agent/ # # # 6 / 10

7 Account overview (Agent) Account Overview Accounts are the central place for tracking account details (purchases, equipment, contacts, locations) and activity (Call, Opportunities) for all Customers and Prospects. Customize View Personalize the account detail display with the information that is most important to you, in the way you want to see it. While viewing a customer record, hover your mouse over the Company name to see the settings icon. [Shown Right] You can reorder the groups by clicking and dragging them up or down. You can show or hide the groups by clicking the [ ] and [ + ] icons. 7 / 10

8 Account overview (Agent) /2016/07/21/account-overview-agent/ # # # 8 / 10

9 Agent - Creating Activity Capture Cases, Alerts, Notes, Sales Calls, Tasks, and Opportunities. Important details will not be lost, and further solutions can be gained from the insights gathered during the call. 1. While viewing a customer record, click the Action Menu 2. Choose the Activity you would like to create 3. A new tab will be shown with the blank Activity form Agent Creating Activity /2016/07/21/agent-creating-activity/ # # # 9 / 10

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