Wave IP 4.5. CRMLink Desktop User Guide

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1 Wave IP 4.5 CRMLink Desktp User Guide

2 2015 by Vertical Cmmunicatins, Inc. All rights reserved. Vertical Cmmunicatins and the Vertical Cmmunicatins lg and cmbinatins theref and Vertical ViewPint, Wave Cntact Center, Wave Glbal Administratr, Wave IP 2500, and Wave IP 500 are trademarks and TeleVantage is a registered trademark f Vertical Cmmunicatins, Inc. All ther brand and prduct names are used fr identificatin nly and are the prperty f their respective hlders. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY Vertical Cmmunicatins, Inc. makes n representatin r warranties with respect t the accuracy r cmpleteness f the cntent f this publicatin and specifically disclaims any implied warranty f merchantability r fitness fr any particular purpse, and shall nt be liable fr any lss f prfit r any ther cmmercial damage, including but nt limited t, special, incidental, r cnsequential. COPYRIGHT STATEMENT This publicatin cntains prprietary and cnfidential infrmatin f Vertical Cmmunicatins, Inc. The cntents f this dcument may nt be disclsed, cpied r translated by third parties, in any frm, r by any means knwn, r nt nw knwn r cnceived, withut prir explicit written permissin frm Vertical Cmmunicatins, Inc. Vertical Cmmunicatins, Inc. reserves the right t revise this publicatin and t make changes in cntent withut ntice.

3 Page 1 Cntents Chapter 1: Abut Vertical CRMLink Desktp... 3 Vertical CRMLink Desktp verview... 3 Supprted CRM prducts... 3 Abut this guide... 3 Chapter 2: Installing and using CRMLink Desktp... 4 Installing CRMLink Desktp... 4 Launching CRMLink Desktp... 6 Launching CRMLink Desktp fr the first time... 6 Launching CRMLink Desktp autmatically... 6 Other ways t launch CRMLink Desktp... 6 When CRMLink Desktp is running... 7 Using CRMLink Desktp... 8 Sign Out... 8 Cnfiguratin... 8 Dial... 8 Abut... 9 Help... 9 Exit... 9 Using Click-t-Call Chapter 3: Custmizing CRMLink Desktp Changing CRMLink Desktp start-up behavir r passwrd Changing yur call matching rules and ppup behavir Abut match rules and ppup settings Chapter 4: CRMLink Desktp FAQ Installing and uninstalling CRMLink Desktp Hw d I install CRMLink Desktp? Hw d I uninstall CRMLink Desktp?... 16

4 Page 2 Using CRMLink Desktp Hw d I start CRMLink Desktp? Hw can I set up CRMLink Desktp t start autmatically when I turn n my cmputer? Hw d I sign in t CRMLink Desktp? Hw d I sign ut f CRMLink Desktp? Hw d I exit CRMLink Desktp? Hw can I knw the current status f CRMLink Desktp? Hw d I get t CRMLink Desktp t access menu items like settings and cnfiguratin? Passwrd cntrl Hw d I update my NetSuite, MS Dynamics, r ELEAD passwrd fr CRMLink Desktp? Hw d I update my Salesfrce passwrd and security tken fr CRMLink Desktp? Hw d I update my ViewPint passwrd fr CRMLink Desktp? Hw d I prevent CRMLink Desktp frm remembering my ViewPint passwrd? Hw can I set up CRMLink Desktp t remember my ViewPint user name and passwrd? Hw d I turn ff CRMLink Desktp s autmatic lgin setting? The CRMLink Desktp alert bx Hw d I use the CRMLink Desktp alert bx? Hw d I pen a previus call recrd in the alert bx? I nly want the alert bx t pen when a call is made. Hw d I d that? Hw d I set CRMLink Desktp t autmatically clse the alert bx? Call matching Hw d I change which CRM field is used fr matching calls? What shuld I d if CRMLink Desktp isn t pening the right existing recrd? Ppup behavir Hw d I change the CRM recrd that pens when a call is made? Hw d I change when the CRM pens when a call is made? I d nt want t launch my CRM r the CRMLink Desktp alert bx when calls are made. Hw d I just lg my calls?... 26

5 Page 3 Chapter 1: Abut Vertical CRMLink Desktp Vertical CRMLink Desktp verview Vertical CRMLink cnnects Wave ViewPint Desktp and ViewPint Mbile users with ppular custmer relatinship management (CRM) prducts. Vertical CRMLink includes CRMLink Desktp, an easy-t-use desktp client that presents screen pps t call center agents. Supprted CRM prducts The fllwing CRMs are supprted: NetSuite CRM Salesfrce: Salesfrce1 Prfessinal Salesfrce1 Enterprise Salesfrce1 Unlimited The API ptin must be enabled fr all versins. Micrsft Dynamics CRM Online ELEAD CRM Abut this guide Chapter 1 explains hw t: Install CRMLink Desktp Use CRMLink Desktp Custmize CRMLink Desktp: Change CRMLink Desktp start-up behavir and passwrd Mdify call matching rules and ppup settings, if allwed Fr answers t cmmnly-asked questins see Chapter 2, CRMLink Desktp FAQ.

6 Page 4 Chapter 2: Installing and using CRMLink Desktp This chapter describes hw t: Install CRMLink Desktp. See page 4. Launch CRMLink Desktp. See page 6. Use CRMLink Desktp. See page 8. Fr answers t cmmnly-asked questins see Chapter 8, CRMLink Desktp FAQ starting n page 16. Installing CRMLink Desktp Befre yu begin: Yu must have a ViewPint accunt (user ID and passwrd) t install and use CRMLink Desktp. Windws administrative privileges are required t install CRMLink Desktp. If yu d nt have administrative privileges, yur CRMLink administratr can perfrm the installatin fr yu. Install CRMLink Desktp accrding t the fllwing steps. T install CRMLink Desktp 1. Click the link prvided by yur CRMLink administratr t start the Setup Wizard. This step dwnlads the CRMLink Desktp installer prgram (CRMLinkDesktpSetup.exe) t yur Dwnlads flder. 2. Click Run t launch the Setup Wizard if yu are prmpted t d s. 3. Fllw the prmpts and click Next at each screen t cntinue, accepting the default settings. 4. In the Cnfigure CRMLink Desktp screen, enter yur ViewPint User Name and ViewPint Passwrd.

7 Page 5 5. Click Verify ViewPint Credentials. 6. Yur CRM User ID and CRM User Passwrd may have been entered fr yu by yur CRMLink administratr. Enter this infrmatin if necessary, r review and mdify it as required. Click Next t cntinue. 7. In the Installatin Cmplete screen, click Clse. The CRMLink Cnfiguratin Settings screen will autmatically pen s yu can make changes if needed. Be sure t click Save when dne. 8. Restart yur cmputer t cmplete installatin. T uninstall CRMLink Desktp Windws administrative privileges are required t uninstall CRMLink Desktp. If yu d nt have administrative privileges, yur CRMLink administratr can uninstall it fr yu. 1. Exit CRMLink Desktp if it is running. 2. Frm the Windws Start menu, g t Cntrl Panel > Prgrams and Features. 3. Search fr Uninstall CRMLink and then duble-click n it launch the uninstall wizard. When the prcess has cmpleted, the wizard will autmatically clse.

8 Page 6 Launching CRMLink Desktp Launching CRMLink Desktp fr the first time When the installatin cmpletes successfully, CRMLink Desktp pens autmatically at the Cnfiguratin Settings screen s that user can review the infrmatin and make any required changes. Launching CRMLink Desktp autmatically By default, CRMLink Desktp is cnfigured t start autmatically. T change CRMLink Desktp startup behavir, see Changing CRMLink Desktp start-up behavir r passwrd n page 11. Other ways t launch CRMLink Desktp Yu can launch CRMLink Desktp in any f the fllwing ways: Frm the Windws Desktp: Frm the Windws taskbar, if the prgram is running but yu are signed ut: Frm the Windws Start menu, chse Vertical CRMLink. Only ne cpy f CRMLink Desktp can run at a time. If yu try t start it when it is already running, yu will see a warning message.

9 Page 7 When CRMLink Desktp is running Make sure that yu are displaying all system tray icns (r specifically shw the CRMLink Desktp icn) s that yu will knw when CRMLink Desktp is running: The icn s clr indicates CRMLink Desktp s status: CRMLink running and signed in (green and blue icn) CRMLink signed ut (grey icn) CRMLink service temprarily interrupted (green and blue with a red X) If the CRMLink Desktp icn des nt appear in yur system tray when CRMLink Desktp is running, d ne f the fllwing: In Windws Cntrl Panel, chse Ntificatin Area Icns, and then: T shw all icns, select the Always shw all icns and ntificatins n the taskbar checkbx. T shw the CRMLink Desktp icn, lcate it in the icn list and then select Shw icn and ntificatins frm the drp-dwn list. Click n the Shw hidden icns buttn t the left f the system tray and click the CRMLink Desktp icn.

10 Page 8 Using CRMLink Desktp When CRMLink Desktp is running, right-click the icn in the system tray t access the fllwing ptins: If any ptin is disabled, that screen is already pen. Minimize r clse ther windws t recver it. Sign Out Lgs yu ut, but des nt clse CRMLink Desktp. Clicking Sign Out prevents call ppups frm appearing n yur screen. CRMLink will still recrd yur call data t yur CRM when yu are lgged ut f CRMLink Desktp. Cnfiguratin See Chapter 3 starting n page 11. Dial Opens a dialpad that yu can use t initiate a call directly frm CRMLink Desktp:

11 Page 9 Abut Displays the versin number and ther details abut CRMLink Desktp: Help Exit Opens this guide. Lgs yu ut and clses CRMLink Desktp. Clicking Exit prevents call ppups frm appearing n yur screen. CRMLink will still recrd yur call data t yur CRM when CRMLink Desktp is nt running.

12 Page 10 Using Click-t-Call Ask yur CRMLink administratr if Click-t-Call is available n yur system. With Click-t-Call, yu can: Make a call by clicking n the phne icn r underlined phne number in yur CRM brwser. End a call and begin a new call by clicking the next phne number r its phne icn. Yu specify the ViewPint statin ID that yu want t use fr Click-t-Call n the General tab f the CRMLink Desktp Cnfiguratin Settings screen. T set r change this statin ID, see Changing CRMLink Desktp start-up behavir r passwrd n page 11. The fllwing example shws a Click-t-Call phne number field fr a Salesfrce user:

13 Page 11 Chapter 3: Custmizing CRMLink Desktp This chapter describes hw t: Custmize CRMLink Desktp start-up behavir and yur CRMLink Desktp passwrd. See page 11. Change call matching rules and ppup settings. See page 13. Fr answers t cmmnly-asked questins see Chapter 8, CRMLink Desktp FAQ starting n page 16. Changing CRMLink Desktp start-up behavir r passwrd 1. Right-click n the CRMLink Desktp icn in the system tray, and then click Cnfiguratin. The fllwing graphic shws the Cnfiguratin Setting screen fr a NetSuite user:

14 Page On the General tab, yu can set CRMLink Desktp s start-up behavir and update yur CRM passwrd: CRM Settings: User Name: Yur CRM user name. Passwrd: Yur CRM passwrd. Security Tken: Salesfrce users nly. General Settings: Statin ID: Enter the ViewPint statin ID that yu want t use fr Click-t-Call r when using the CRMLink dialpad. T use yur default Wave device, enter 0. Launch n Startup and Aut-Lgin: Select this checkbx t launch CRMLink Desktp and lgn autmatically when yu pwer up yur cmputer. Remember Me: Select this checkbx t save yur ViewPint username and passwrd s that they are entered fr yu autmatically fr future lgns. Autmatically Clse Call Alert Pp Up. Select this checkbx t clse ppups autmatically, and then enter the number f secnds. 3. Click Save t save yur changes. If yu als want t change match criteria and ppup settings, g t the next sectin. 4. If yu are prmpted t restart yur system, d s. If a restart is required, yu will nt be able t launch CRMLink Desktp again until it ccurs.

15 Page 13 Changing yur call matching rules and ppup behavir Yur CRMLink administratr assigned a template t yu defining the call matching rules and ppup settings that are applied t yur CRM calls. If yu have permissin t d s, yu can make changes t these rules and settings. Yur changes will nt mdify the template r affect the settings fr any ther CRMLink Desktp users. Abut match rules and ppup settings Match rules are used t determine what ppup infrmatin is presented t CRMLink Desktp users n a CRM call. CRMLink match rules fire in rder frm tp t bttm in the list that yu define accrding t the steps belw. The ppup settings fr the first rule that matches the call data will be used t present ppup infrmatin t the user. There must be at least ne match rule in the list. The default rule is All Calls with n matching criteria. The last rule in the list is used if all f the thers fail t make a match. The last rule must be All Calls with n matching criteria. Fr all ther rules, yu use the ther available fields t specify the specific CRM infrmatin used fr matching a call t an entry in yur CRM. T change yur call matching rules and ppup settings 1. Right-click n the CRMLink Desktp icn in the system tray, and then click Cnfiguratin.

16 Page Specify the Wave call data that this rule applies t: When: Select the Wave field t match n frm the drp-dwn list, r use the default value All Calls. Matches Exactly: Optinal. Enter the exact value t match n, fr example the DID number used. 3. Specify where in yur CRM that Wave shuld lk fr matches: Then Lk Fr: Select a Wave field assciated with the call, fr example Caller ID Number. In CRM Recrd: Select the CRM recrd t match n frm the drp-dwn list, fr example Custmer. In CRM Field: Select the CRM field in that recrd t match n frm the drp-dwn list, fr example Business Phne. 4. Click Ppup Settings. Yu shuld set ppup settings fr each rule, therwise the default setting will be used. Fr This Type Of Call: Specify if the rule applies t all calls r inbund-nly r utbund-nly calls.

17 Page 15 Perfrm This Actin: Specify what shuld ppup when call matches are fund: Pp CRM With: When yu chse this ptin, yur CRM and CRMLink Desktp are bth launched. Chse ne f the fllwing frm the drp-dwn list: Matching Phne Call Activity: A new call lg / task is pened. Matching Recrd: The recrd (fr example, the Custmer recrd) that matches the call data is pened. If n match fund, a new recrd f the same type is pened with fields pre-filled as available. Select whether the ppup pens when the Call First Rings, when the Call Is Answered, r when the Call Is Over. Pp Alert Bx Only And Display: When yu chse this ptin, yur CRM is nt launched, but CRM Desktp pens and shws call data. Yu can select up t 3 fields frm the matched recrd t display in the ppup. If n match is fund, caller ID is displayed. Pp Nthing: When yu chse this ptin, neither yur CRM nr CRMLink Desktp is launched. Chsing this ptin des nt affect CRM activity lgging. Always Lg a Call Activity Recrd T CRM: Select this checkbx s that even when a user s cmputer is pwered dwn, CRM activity lgs will still be generated. 5. Click Save t save all f yur changes. If yu changed ppup rules, yu als need t click Save n bth the Ppup Settings screen and the Match Criteria screen. 6. If yu are prmpted t restart yur system, d s. Yu will nt be able t launch CRMLink Desktp again until the restart (if ne is required) ccurs.

18 Page 16 Chapter 4: CRMLink Desktp FAQ This chapter answers frequently-asked questins abut CRMLink Desktp: Installing and uninstalling CRMLink Desktp. See page 16. Using CRMLink Desktp. See page 17. Passwrd cntrl. See page 19. The CRMLink Desktp alert bx. See page 22. Call matching. See page 24. Ppup behavir. See page 25. Fr mre abut installing and using CRMLink Desktp, see Chapter 6. Installing and uninstalling CRMLink Desktp Hw d I install CRMLink Desktp? See page 16. Hw d I uninstall CRMLink Desktp? See page 16.

19 Page 17 Using CRMLink Desktp Hw d I start CRMLink Desktp? By default, CRMLink Desktp is set t autmatically start when yu lg in t yur cmputer. Befre attempting t start it, check if it is already running. 1. G t yur cmputer s Task bar and find the CRMLink lg. If it s nt in yur Task bar, find the shrtcut that was created n yur desktp during installatin. 2. Duble-click the CRMLink Desktp lg t start CRMLink Desktp. Hw can I set up CRMLink Desktp t start autmatically when I turn n my cmputer? D either f the fllwing: 1. Frm the Cnfiguratin screen, click the General tab. 2. In the General Settings sectin, select the Launch n Startup and Aut-Lgin checkbx. 3. Click Save. The new setting will be used the next time that yu sign in r start CRMLink Desktp. -r- 1. Start CRMLink Desktp. 2. At the sign in screen, select the Launch n Startup and Aut-Lgin checkbx and then click Lgin.

20 Page 18 Hw d I sign in t CRMLink Desktp? 1. G t yur cmputer s Task bar. 2. Right-click the CRMLink lg and then chse Sign In. Hw d I sign ut f CRMLink Desktp? 1. G t yur cmputer s Task bar. 2. Right-click the CRMLink lg and then chse Sign Out. Hw d I exit CRMLink Desktp? 1. G t yur cmputer s Task bar. 2. Right-click the CRMLink lg and then chse Exit. Hw can I knw the current status f CRMLink Desktp? The CRMLink Desktp task bar icn changes t indicate the current status: CRMLink running and signed in (green and blue icn) CRMLink signed ut (grey icn) CRMLink service temprarily interrupted (green and blue with a red X)

21 Page 19 Hw d I get t CRMLink Desktp t access menu items like settings and cnfiguratin? 1. G t yur cmputer s task bar. 2. Right-click the CRMLink lg and then chse Cnfiguratin. Passwrd cntrl Hw d I update my NetSuite, MS Dynamics, r ELEAD passwrd fr CRMLink Desktp? 1. Frm the Cnfiguratin screen, click the General tab. 2. Use yur muse t highlight the current Passwrd and then click Delete. 3. Type a new Passwrd. 4. Click Save. Hw d I update my Salesfrce passwrd and security tken fr CRMLink Desktp? 1. Frm the Cnfiguratin screen, click the General tab. 2. Use yur muse t highlight the current Passwrd and then click Delete. 3. Type a new Passwrd. 4. Use yur muse t highlight the cntents f the Security Tken text bx and then click Delete. 5. Enter the new security tken that Salesfrce ed t yu. 6. Click Save.

22 Page 20 Hw d I update my ViewPint passwrd fr CRMLink Desktp? If yur ViewPint passwrd has changed, yu als need t change it in CRMLink Desktp. If CRMLink Desktp is set t start autmatically, yu d nt have the pprtunity t d s because the lgin screen is bypassed. 1. Set CRMLink Desktp t nt start autmatically. T d s: a. Frm the Cnfiguratin screen, click the General tab. b. In the General Settings sectin, deselect the Launch n Startup and Aut-Lgin checkbx. c. Click Save. d. Sign in t CRMLink Desktp, deselect the Launch n Startup and Aut-Lgin checkbx and then click Lgin. 2. Sign ut f CRMLink and then sign back in. (See page 18 fr instructins.) 3. When the CRMLink Desktp lgin screen pens, enter yur new ViewPint Passwrd. 4. Click Save. Hw d I prevent CRMLink Desktp frm remembering my ViewPint passwrd? Perfrm the fllwing steps if yu d nt want CRMLink Desktp frm remembering yur ViewPint passwrd. Nte that yu will then have t enter yur passwrd every time yu sign in r start CRMLink Desktp. 1. Frm the Cnfiguratin screen, click the General tab. 2. In the General Settings sectin, deselect the Remember Me checkbx. 3. Click Save. The new setting will be used the next time that yu sign in r start CRMLink Desktp.

23 Page 21 Hw can I set up CRMLink Desktp t remember my ViewPint user name and passwrd? D either f the fllwing: 1. Frm the Cnfiguratin screen, click the General tab. 2. In the General Settings sectin, select the Remember Me checkbx. 3. Click Save. The new setting will be used the next time that yu sign in r start CRMLink Desktp. -r- 1. Start CRMLink Desktp. 2. At the sign in screen, select the Remember Me checkbx and then click Lgin. Hw d I turn ff CRMLink Desktp s autmatic lgin setting? 1. Frm the Cnfiguratin screen, click the General tab. 2. In the General Settings sectin, deselect the Launch n Startup and Aut-Lgin checkbx. 3. Click Save. The new setting will be used the next time that yu sign in r start CRMLink Desktp.

24 Page 22 The CRMLink Desktp alert bx Hw d I use the CRMLink Desktp alert bx? CRMLink autmatically shws an alert bx fr each call made. The alert bx displays the fllwing infrmatin: Caller ID number Time f call A link t the recrd fund in the CRM. The text shwn fr the link will vary, depending n the type f recrd matched r if it is a new caller wh is nt fund in the CRM. The next call made creates a new entry at the tp f the alert bx and cllapses the entry currently pened. The mst current call will always be at the tp. Hw d I pen a previus call recrd in the alert bx? When yu leave the CRMLink Desktp alert bx pen, it begins t grw a list f what calls yu ve handled. T pen a previus recrd: 1. Click the rw with the phne number and time f the call yu need. This expands the alert bx t shw the link fr that call. 2. Click the link t pen the CRM t the recrd linked t the call. When yu clse the alert bx, the alert bx resets, and clears the display. T pen an earlier recrd, check yur CRM s phne call activity recrds.

25 Page 23 I nly want the alert bx t pen when a call is made. Hw d I d that? 1. Frm the Cnfiguratin screen, click the Match Criteria tab. 2. Under the heading Apply Settings, click the Ppup Setting buttn. 3. In the Perfrm This Actin sectin, click Pp Alert Bx Only and Display. 4. T custmize the alert bx display, select up t 3 fields frm the drp-dwn lists. 5. Click Save t return t the Match Criteria screen. 6. Click Save. Hw d I set CRMLink Desktp t autmatically clse the alert bx? 1. Frm the Cnfiguratin screen, click the General tab. 2. Select the Autmatically Clse Call Alert Pp Up checkbx. 3. In the after secnds text bx that pens belw, enter the length f time in secnds after which the alert bx will clse. 4. Click Save.

26 Page 24 Call matching Hw d I change which CRM field is used fr matching calls? What shuld I d if CRMLink Desktp isn t pening the right existing recrd? 1. Check yur CRM t determine the recrd and field where yur match data is stred. Fr example, is it in the Cntact recrd r the Lead recrd? What is the name f the field where the phne number (r ther item) appears? 2. Frm the Cnfiguratin screen, click the Match Criteria tab. 3. Under the heading In CRM Recrd, select the recrd type that yu identified in step 1 frm the drp-dwn list. 4. Under the heading In CRM Field, select the field name that yu identified in step 1 frm the drpdwn list. 5. Click Save.

27 Page 25 Ppup behavir Hw d I change the CRM recrd that pens when a call is made? 1. Frm the Cnfiguratin screen, click the Match Criteria tab. 2. Under the heading Apply Settings, click the Ppup Setting buttn. 3. In the Perfrm This Actin sectin, select ne f the fllwing frm the Pp CRM with drpdwn list: Matching Phne Call Activity. This is the recrd that CRMLink creates fr each phne call. Matching Recrd. This is the Custmer/Cntact/etc. recrd that matched the caller, accrding t yur Match Criteria. 4. Click Save t return t the Match Criteria screen. 5. Click Save.

28 Page 26 Hw d I change when the CRM pens when a call is made? 1. Frm the Cnfiguratin screen, click the Match Criteria tab. 2. Under the heading Apply Settings, click the Ppup Setting buttn. 3. In the Perfrm This Actin sectin, under Pp CRM With click ne f the fllwing: Call First Rings. Yur CRM and the CRMLink Desktp alert bx pen immediately when the call rings. Call is Answered. Yur CRM and the CRMLink Desktp alert bx pen when the call is answered. Call is Over. Yur CRM and the CRMLink Desktp alert bx pen when yu hang up. These settings d nt affect call lgging. 4. Click Save t return t the Match Criteria screen. 5. Click Save. I d nt want t launch my CRM r the CRMLink Desktp alert bx when calls are made. Hw d I just lg my calls? 1. Frm the Cnfiguratin screen, click the Match Criteria tab. 2. Under the heading Apply Settings, click the Ppup Setting buttn. 3. In the Perfrm This Actin sectin, click Pp Nthing. 4. Click Save t return t the Match Criteria screen. 5. Click Save.

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