Release Version Date Author Reason for Change / Remark ERM Consulting Gesel schaft für Enterprise Relat ionship Management mbh

Transcription

1 Documentation ERM CTI Telephone Extension Release Version Date Author Reason for Change / Remark Heiko Grethe Minor Updates Call Log ERM Consulting GmbH ERM Consulting Gesellschaft für Enterprise Relationship Management mbh Tel.:

2 Inhalt ERM CTI Telephone Extension... 1 Release... 1 ERM CTI General Description... 3 ERM CTI User Interface... 3 Starting and Tray... 3 Dialing from inforcrm/saleslogix... 3 Dialing from GoldMine... 4 Dial Clipboard / Ctrl +F10 (Context Tray-Icon)... 5 General program functionality... 6 Info (context-menu Tray-Icon or double-click)... 6 Settings-Base (context-menu Tray-Icon)... 7 Available Lines... 7 Register Selected... 7 Available Modules / Activate selected Module... 7 Registry... 8 Autostart with Windows... 8 Module Settings (Context Menu Tray-Icon)... 9 User Settings... 9 System Settings: Server Settings Layout Call Log (Context Tray-Icon) Call Pop-Up Functionality of Call Pop-Up Window (Version ) Administrative Hints Licensing Settings in GM.INI for GoldMine Settings in inforcrm/saleslogix Appendix 1: Rules for phone number formatting: ERM CTI Telephone Extention Key Feature ERM CTI Telephone Extension - Quick Sheet ERM Consulting GmbH Seite 2 von 21 Documentation ERM CTI

3 ERM CTI General Description ERM CTI is running as a Windows desktop program on each client. To link ERM CTI to your PBX or phone line you have to select your main phone line from your windows phone settings. ERM CTI Basic Version does not deliver an own PBX integration or TAPI/CAPI driver but uses existing windows driver. To select an existing phone line please refer to the chapter Settings-Base (context-menu Tray-Icon) ERM CTI User Interface Starting and Tray You can start ERM CTI by double-clicking. Your system administrator should configure an auto-start of ERM CTI when you start you PC and/or should prepare a shortcut. When the program is started you ll find the icon in the tray of your workstation. This is the main program on your desktop and provides all functions. To use ERM CTI this program has to be started. Dialing from inforcrm/saleslogix If you double-click on phone number fields the phone number is send to ERM CTI which prepares your call. On some CRM-Systems dialing a number will start ERM-CTI if it is not started yet. You get a hint from ERM CTI to pick up your phone. Picking up your phone the number is called and ERM CTI provides the following call window: Style and functionality are depending on CRM system, ERM CTI version and customer configuration. Please refer to chapter Module Settings. ERM Consulting GmbH Seite 3 von 21 Documentation ERM CTI

4 Dialing from GoldMine You can use standard GoldMine functionality to dial any number: 1. Main phone numbers Use your standard GoldMine Menu Actions Call Contact Dial. You can add this command to your Icon-Bar. 2. Call from Icon-Bar 3. Call from main contact window 4. Additional Contacts You can right-click on additional contacts and use Options Dial. ERM Consulting GmbH Seite 4 von 21 Documentation ERM CTI

5 Dial Clipboard / Ctrl +F10 (Context Tray-Icon) You can dial any number from any program copying it to the clipboard and using shortcut Ctrl+F10. Steps to dial via Clipboard: 1. Mark any text that contains a phone number 2. Ctrl + C Copy text to clipboard 3. Ctrl + F10 Send phone number to ERM CTI ERM Consulting GmbH Seite 5 von 21 Documentation ERM CTI

6 General program functionality Via context-menu (right mouse-click) you can open several services: Info (context-menu Tray-Icon or double-click) Double-click on tray-icon opens the info-screen: Use Hide to close the info-window (ERM CTI will not close). Use Exit to close ERM CTI (same as Close on context-menu). Advice: the buttons T C D F L und W are only provided for debugging and should not be used by users without request by ERM. ERM Consulting GmbH Seite 6 von 21 Documentation ERM CTI

7 Settings-Base (context-menu Tray-Icon) This pop-up allows selecting your phone line as well as your contact management system. Available Lines Dropdown Box displays all configured phone lines on user s workstation. (Example shows two configured phonelines which are provided by ESTOS-Tapi- Client.) Register Selected Press Register Selected to choose any of your provided phone lines as your ERM-CTI phone-line. The entry is copied to the field Registered Line OK. Advice: Your system administrator will preselect this setting. Available Modules / Activate selected Module This dropdown provides available CRM Modules: Press the button activate selected Module to use your CRM-System.This provides further configuration options. ERM Consulting GmbH Seite 7 von 21 Documentation ERM CTI

8 Registry You can register some settings. In recent version of ERM CTI this registration is not necessary. Autostart with Windows If selected, ERM CTI will automatically start with your logon. This is a Per-User setting. ERM Consulting GmbH Seite 8 von 21 Documentation ERM CTI

9 Module Settings (Context Menu Tray-Icon) On Base Settings you can press the button Module Settings or you can use the context menu Settings <Modulname> e.g. InforCRM 8 User Settings On this form you can change the pop-up behavior of ERM CTI: Auto close Popup-Windows: Tick box activates/disables auto close of the call window. Number-Entry Seconds to keep the call window open until auto close Popup Internal Calls: Open call window on internal calls (OPTION, not standard) Popup on Outgoing Call: Open call window on outgoing calls Popup on Incoming Call : Open call window on incoming calls Popup always on top: Display the call window always on top ERM Consulting GmbH Seite 9 von 21 Documentation ERM CTI

10 System Settings: Internal Call Number Length: Important for internal telephone calls. The direct extension in the given example has two digits. Prefix Internal Calls with: The displayed digits are added to internal calls to find the given number in your CRM database. (E.g. if you call the number 45 with the given settings ERM CTI will search for the phone number The last two digits are the internal number of your colleague) Max. Number of Matches: Insert the maximal number of records that shall be shown. Max Truncate Digits: If no 100% record is found the last digits are ignored (The percentage is shown for every single record) Add. Prefix to Remove: Optional setting: if your PBX delivers additional digits which should be removed on record search. Local Area Code: insert your complete local area code Local Country Code: insert your country Code with leading 00 ERM Consulting GmbH Seite 10 von 21 Documentation ERM CTI

11 Server Settings SQL database access for your CRM system. ADVICE: Default settings can be stored in for all users.. This settings are valid Password generation for config file: 1. Insert your SQL user password into the field 2. DoubleClick the label Password : This copies the encoded password to the clipboard. 3. Paste the password into your ERM.CTI.Core.exe.config file. ERM Consulting GmbH Seite 11 von 21 Documentation ERM CTI

12 Layout In the Tab Colors users can change the look-and-fell of the call-pop-up interface. DoubleClick on a field opens the windows color screen. The selected colors are stored per user on the Server. ERM Consulting GmbH Seite 12 von 21 Documentation ERM CTI

13 Call Log (Context Tray-Icon) ERM-CTI generates a call-log per user. Use right mouse click on the tray icon to open the call-log. Information about incoming and outgoing calls are stored. The internal phone number as well as time and duration for each call are displayed. The Tick box enable Auto refresh refreshes the call log every second. Using the button Refresh CallList Now refreshes the call-log manually With DoubleClick on an entry you can open the Call-Pop-Up which displays detailed information about the call and possible matches in you CRM system (refer section CallPop-UP for further information). The call-log is stored on the server and is reopened on program start. ERM Consulting GmbH Seite 13 von 21 Documentation ERM CTI

14 Call Pop-Up On incoming and outgoing calls the Call Pop-Up window can be opened. The window displays the quality of the match. This window can also be displayed by double-click on a call-log record. The following screenshot gives an example for an 85% match with detailed information. Functionality of Call Pop-Up Window (Version ) The title of the windows displays core information for the call with timestamp and phone number. The main area displays jump-button to company and contact found in your CRM database. The quality of the match is given by matching ratio. If the ratio is under 100% the contact and matched phone number are displayed underlined and italic. The matching ratio is colored. Multiple Matches Multiple matches are shown in matching list, which is sorted by a matching coefficient. You can click on any record: the details are shown in the call-pop-up window. The best match gets the highest coefficient and is shown as default record. Exception: If no record has a 100% coefficient a 99% record is displayed with the original phone number. This Record is shown as Default. ERM Consulting GmbH Seite 14 von 21 Documentation ERM CTI

15 Contactinformation (Version inforcrm/ Saleslogix) On the right pane several contact matches are displayed. You can click a match and the detailed information are displayed in the left pane. Contactinformation (Version GoldMine) For every match a coefficient is displayed (e.g. on the first window 85%). When the coefficient is less than 100%, it is colored. Phone and contact are displayed italic underlined. (Not available in all modules). Users can configure if the pop-up-window is displayed for outgoing calls. Check section Module Settings for further information. ERM Consulting GmbH Seite 15 von 21 Documentation ERM CTI

16 Function of the Call-Pop-Up-Window This window contains all relevant information for a call. It allows jumping to several areas in GoldMine or inforcrm/saleslogix: 1. Display the found Company record // Press New for creating a new company in your CRM- System 2. Show the additional contact in GoldMine // Press New to create a new Contact 3. Open a Complete Call to History Window in GoldMine 4. Call-Back/Recall Button 5. Autoclose Window for this Call 6. Close Call-Pop-Up-Windows immediately 7. Display further Information for the selected record via Show Details 8. Display all records found The look-and-feel of the Call-Pop-Up-Window can be changed by the user ERM Consulting GmbH Seite 16 von 21 Documentation ERM CTI

17 Open Contact and Company in your CRM-System Using the Button opens the company record. Using the Button opens the contact record Creating a new contact or company Click on New to open the create a new contact/company Window in your CRM-System. Recall/Call-Back Clicking on the displayed phone number starts to call this number. Open Complete Call to History Window Click on this button to open the dialog in your CRM system. Attention: CRM systems allow opening a Complete History window very easy. We advise to use a shortcut if you already display the contact. E.g. in inforcrm/saleslogix use F3 - Complete Activity. Close Function The tick box Autoclose allows to close the Pop-Up window after the given time. Clicking on button or close the Pop-Up window immediately. Detail Function The button shows/hides further contact information from your CRM system. Matchlist The button shows/hides the Match list for the current call. ERM Consulting GmbH Seite 17 von 21 Documentation ERM CTI

18 Administrative Hints Licensing The License file contains the unique network Path for an ERM CTI installation. This path has to be valid for all users. Advice: use the Full Qualified Domain Name (FQDN), so that even user can use ERM CTI who only reaches the installation folder via FQDN. E.g.: \\CTI-server.erm-consulting.local\ERM-CTI\ instead of \\CTI-Server\erm-CTI Settings in GM.INI for GoldMine To dial from GoldMine the following [MODEM]-Section has to be added to Goldmine s GM.INI file: [User-OverRide:Modem] HangupTime=30 AreaCode=30 TAPITranslation=0 DeviceID=0 ;DDEDIAL=&Dial,,\\<SERVER>\<VERZEICHNIS>\ERM.CTI.Core.exe "%s" DDEDIAL=&Dial,,\\CTI-Server.erm-consulting.local\ERM-CTI\ERM.CTI.Core.exe "%s" ;DDEDIAL=&Dial,,X:\ERM_CTI\ERM.CTI.Core.exe "%s" // ALTERNATIVE Settings in inforcrm/saleslogix For inforcrm/saleslogix two solutions exist for outgoing dialing: 1. Replace existing Dialer.exe with a modified Dialer.exe (NOT AVAILABLE YET for ERM CTI) 2. Change settings for dialing in the program code. The second option is preferred if you call abroad. ERM CTI allows verifying phone numbers with stored country codes in your contact database. The needed code for inforcrm/saleslogix is delivered with ERM CTI) ERM Consulting GmbH Seite 18 von 21 Documentation ERM CTI

19 Appendix 1: Rules for phone number formatting: //if given Number starts with +, the Number IS already correct formatted, and will directly be returned. //how to format the Number: //1. Remove a Prefix, maybe submitted by the PBX. Could be empty //2. For Local Calls add the Local Area code (e.g to ) //3. For countrywide call add the own Country code. Remove leading zero (e.g to //4. For worldwide calls replace the double zero with + (e.g to ) ERM Consulting GmbH Seite 19 von 21 Documentation ERM CTI

20 ERM CTI Call without typing - Know who is calling Phone Extension for CRM Systems All companies are using contact databases where phone numbers are stored. Most companies are using PBX that are linked to their computer network. In many companies computer and phone are connected directly but still most users have to dial manually. Easy to use and easy to implement Just dial from your CRM-System with a mouse click ERM-CTI shows who is calling and who was calling when you were off Log the call to your CRM-System Key Feature Supports GoldMine and inforcrm/saleslogix (other systems in preparation) Supports any PBX that integrates in Windows Telephony on the client. Fuzzy search for incoming calls (configured per user) Searches via dynamic SQL-View or per SQL-Table Jumps to company or contact in your CRM-System Creates a history record Call log stored per user Call-Back/Redial Function Open new Company/Contact in your CRM-System User can configure the Screen design Clipboard-Dial for direct call from any application ERM CTI matches even phone numbers that you do not have in your database and shows similar numbers. ERM-CTI shows these matches and displays a quality code (e.g. 68%). ERM Consulting GmbH ERM Consulting Gesellschaft für Enterprise Relationship Management mbh Tel.:

21 ERM CTI Telephone Extension - Quick Sheet Click on company name opens company record in your CRM system. New opens create dialog. Click on contact name opens contact record in your CRM system. New opens create dialog for contacts. The main area shows the selected company and contact as well as the phone number details. The match number shows the quality of the match. The title displays date and direction (in/out) of the call together with the original phone number Match list Shows all matched contact information If you click a record it is displayed in the main windows with additional information. The match list is automatically shown if several records are found in your database. Unchecked: Window keeps open. Checked: Window closes after given seconds. Click to close window The button shows/hides further information stored in your CRM-System for this record. Shows only relevant information. Click on the phone number starts a call to this number. Click on Complete Call to History opens a new History record in your CRM-System for the displayed company Attention: not all functions are available for all CRM systems. ERM Consulting GmbH Quick-Sheet Documentation ERM CTI