MiCloud CRM Integrations ADMINISTRATION GUIDE

Transcription

1 MiCloud CRM Integrations ADMINISTRATION GUIDE Release 3.3 Document Release 2.0 April 2017

2 NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation (MITEL ). Mitel makes no warranty of any kind with regards to this material, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes. No part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose without written permission from Mitel Networks Corporation. TRADEMARKS The trademarks, service marks, logos and graphics (collectively "Trademarks") appearing on Mitel's Internet sites or in its publications are registered and unregistered trademarks of Mitel Networks Corporation (MNC) or its subsidiaries (collectively "Mitel") or others. Use of the Trademarks is prohibited without the express consent from Mitel. Please contact our legal department at legal@mitel.com for additional information. For a list of the worldwide Mitel Networks Corporation registered trademarks, please refer to the website: Copyright 2017, Mitel Networks Corporation All rights reserved MiCloud CRM Integrations Administration Guide Release 3.3 January 2017 Document Release 2.0 ii

3 MiCloud CRM Integrations iii

4 Table of Contents About MiCloud CRM Integrations... 6 About the MiCloud CRM Integrations Admin Guide... 6 Licensing options for MiCloud CRM Integrations... 7 Prepare to deploy MiCloud CRM Integrations Requirements/prerequisites Licensing and certificates For the Partner/Service Provider For each Customer Prepare the Mitel Open Integration Gateway server Setting up MiCloud CRM Integrations Log in to MiCloud CRM Integrations Setting up the Customer data center Creating partners and customers Connect to CRM Connect to Salesforce Connect to Zendesk Connect to Netsuite Connect to Infusionsoft Connect to SugarCRM Connect to Oracle Sales Cloud Connect to your phone system Managing users Synchronize CRM users Add or Import Users Assign phone extensions iv

5 Assign ring groups and hunt groups Invite a new user Manage phone monitors Manage existing users Advanced Options Create an additional administrator user Company Settings tab Set company info Set primary admin Set company business hours Set time zone Set call duration thresholds Administrator names and contact info Phone System Administrator CRM Administrator Analytics Visibility Create teams MiCloud CRM Integration Analytics Dashboard Select analytics by Team or User Select a date range Display full screen analytics on a TV or projector screen Export analytics data Troubleshooting MiCloud CRM Integrations Contact MiCloud CRM Integrations support v

6 About MiCloud CRM Integrations MiCloud CRM Integrations provides a seamless integration of MiVoice Business phone system and the Customer s CRM. (Customer Relationship Manager.) MiCloud CRM Integrations is compatible with MiCloud Business Release 3.3. The MiCloud CRM Integrations allows your Customers to: Click to Dial inside their CRM and on any browser tab Caller info screen pops on inbound and outbound calls Automatic call logging in your CRM Ability to take notes and create tasks from screen pop Ability to create new CRM Records Note: The list of features available depends on the MiCloud CRM Integrations feature package purchased. About the MiCloud CRM Integrations Admin Guide The MiCloud CRM Integrations Admin Guide is intended to guide Service Providers and their Resellers and Partners through the deployment of the MiCloud CRM Integrations application. This guide is not intended for end-users and is not a how to guide for its use. 6

7 This guide describes setting up the MiCloud CRM Integrations application, managing MiCloud CRM Integrations for CRM users, using the MiCloud CRM Integrations analytics dashboard, and troubleshooting issues. A separate MiCloud CRM Integrations User Guide is available for the end-users. Licensing options for MiCloud CRM Integrations MiCloud CRM Integrations requires licensing for one of three levels: Mitel Basic, Mitel Professional, and Mitel Premium. Features supported by license level: FEATURE BASIC PROFESSIONAL PREMIUM NOTES Click to Dial in CRM and on all Browser pages Automatic call logging to CRM Caller info Screen Pops on both inbound/outbound calls in CRM and on any Browser Tab Activity History Shown in Screen Pop (Including Calls, 7

8 s and Future Tasks from the CRM) Search Existing Contacts on No Match Add New Number to Existing Contact when Selected from No Match Found Search Support for Queue Calls Reporting through Syntax to CC Colleagues on Notes Taken Template Integration External Analytics Dashboard Gamification (4 Category Leaderboard) Ability to Configure Dashboard Reports to Managers & Users Relate Calls to Opportunities/Cases Create New Opportunities/Cases Support for up to 3 Custom CRM Objects Ability to add a Custom Field to Popup DID Tracking for Marketing ROI Support for Call Dispositions Support for Team Based Analytics Requires Mitel Professional Services engagement Requires Mitel Professional Services engagement Requires Mitel Professional Services engagement The Features tab displays a list of features available. Depending on the licensing you have purchased, some or all of these features will Use sign to pull up a list of users from your CRM who can be sent a copy of the notes you enter in the call notes box. This feature helps you keep key players in the loop with just a 8

9 Cases (Premium licensing only): The extension allows you to link your call notes to existing open cases (usually support cases) in your CRM. You can also create new cases with a single click that are automatically associated with the call and the CRM record you are connecting with. The Cases feature is currently available for these CRMs: Salesforce SugarCRM Microsoft Dynamics Create Record Buttons: By default, each CRM supports the creation of basic record types such as Contact, Account, Case, User, Lead, and so on. This feature allows you to customize the buttons available to users for creating custom records from the floating UI. Dispositions (Premium licensing only): Select from pick-lists for CRM modules to appear on the Floating UI when you make and receive calls. This categorization is useful for creating better reports. The Dispositions feature is currently available for these CRMs: Salesforce SugarCRM Microsoft Dynamics Inbound Number Tracking: Make better marketing decisions by measuring which phone numbers and lead sources provide the highest return on investment. This feature allows you to log the number dialed when you create a new CRM record so you can have better tracking on the lead source or phone number placement that got them to you in the first place. Note: This feature must be setup by Mitel CRM Integrations support to capture the extension and person who answered the call. Opportunities: Support for searching Opportunities modules in your CRM for phone numbers on inbound or outbound calls. Ability to create a new Opportunity record from the popup and to see a list of associated Opportunity records in the Floating UI. The Opportunities feature is currently available for these CRMs: Salesforce SugarCRM Microsoft Dynamics Teams (Premium licensing only): Organize your users into teams. This allows you to view analytics broken down by teams and to customize other features such as call dispositions based on team membership, so each user can have the most relevant experience for their role. The remainder of this guide assumes that the company already has accounts with a supported CRM, and that your Mitel representative has completed the following: Activated your MiCloud CRM Integration license Set up your account and provided your log in information for the MiCloud CRM Integrations interface. Mitel will give you access to the MiCloud CRM Integrations Partner Portal. From there, you will be able to create Sub-partner (child partner), Customer, and User accounts. 9

10 Prepare to deploy MiCloud CRM Integrations The general steps for preparing MiCloud CRM Integrations are listed here. Details of each step follow later in this book. Requirements/prerequisites What you need before deploying MiCloud CRM Integrations: Windows or Mac PC and Google Chrome browser Each Customer you set up must have an administrator account and user accounts already set up on their CRM (Salesforce, for example). This book assumes that the following is already done. For details, see the MiCloud Business Deployment Guide for the architecture you are deploying. MiVoice Business Call Server, with users and phones programmed 10

11 Each Customer is provisioned in Oria, and each Customer has a supported CRM with accounts available. In the coming sections, you will complete the following: Mitel Open Integration Gateway (OIG), installed on a server, and with a CA certificate installed. MiVoice Border Gateway, connected to the OIG, and with a CA certificate installed. Licensing and certificates For the Partner/Service Provider To license MiCloud CRM Integrations for the Partner/Service Provider: This is a one-time license to get the SP set up to manage their own customers MiCloud CRM Integrations Onboarding For each Customer License and install Open Integration Gateway. License and install MiVoice Border Gateway. Choose the Monthly Reporting license level To license Mitel Open Integration Gateway: 1. Install an Open Integration Gateway for each Customer you will be deploying. License each OIG with the Subscription or CapEx Base Kit. Add an Advanced Control Server license if you need to support ACD Agent Monitoring. License OIG for MiCloud Business with MiCloud CRM Subscription SP Subscript Base MiVoice Integration OR Capital Expense/CAPEX SP CAPEX Base MiVoice Integration AND OIG MCD Call Control - Std Server OR, FOR ACD OIG MCD Call Control - Adv Server PLUS: OIG MCD Call Control- Adv User (only for users requiring it) 11

12 To license monthly usage reporting. The three license levels are: Monthly Sub-MiCloud CRM Integrations Basic Monthly Sub-MiCloud CRM Integrations Pro Monthly Sub-MiCloud CRM Integrations Prem To prepare the Open Integration Gateway instance: 1. Confirm that Mitel Open Integration Gateway licenses are available. 2. Log in to the Mitel Open Integration Gateway server manager (Mitel Standard Linux/MSL). 3. Install a valid CA certificate. 4. Ensure that the Service Provider DNS server (split-dns) points to the appropriate customer OIG instance. 5. From the MiVoice Business Call Server, Start Sharing data and Synchronize the OIG server with the MiVoice Business Call Server. To prepare the MiVoice Border Gateway: 1. In MSL, add a MiVoice Border Gateway web proxy entry for the Open Integration FQDN with Open Integration Gateway. 2. Install a valid third-party CA certificate. 3. Ensure that the Public Internet DNS server for your domain includes the FQDN entry for the Open Integration Gateway that resolves to the MiVoice Border Gateway WAN IP address (split-dns). Note: FQDN = Fully Qualified Domain Name 12

13 Prepare the Mitel Open Integration Gateway server To log in to the Mitel Open Integration Gateway: 1. Browse to Mitel Standard Linux, and log in. 2. From the Applications list in the left pane, click Mitel OIG. To confirm the existence of Open Integration Gateway licenses: 1. In Open Integration Gateway, click the Overview tab. 2. Check that there is a sufficient number of Advanced Call Control licenses. Advanced Call Control licenses must be available for connection to MiCloud CRM Integrations. To add MiCloud CRM Integrations to Allowed Applications: 1. In Open Integration Gateway, click the Application Accounts tab. 2. In Create Application Local Password, scroll to the Available Applications menu. If you do not see the list in Available Applications, Click here to get the latest available applications list from Mitel. 3. Select MiCloud CRM Integrations-Adv. 4. Enter a local password, and click Create. Note: Remember this password you will need it later. To synchronize with the Open Integration Gateway (OIG) and share data: 1. In Mitel Standard Linux, find the Local IP address for your OIG. 13

14 2. Log into the MiVoice Business console the System Administration Tool. Navigate to the Network Elements form. 3. If your Open Integration Gateway (OIG) is not in the list, click Add. In the form that appears: a. Set Name to the name of your OIG server. b. Set Type to MSL Server. c. Set FQDN or IP Address to match the local IP address obtained previously. d. Click Save. 14

15 4. Select your Open Integration Gateway (OIG) on the Network Elements form. Click Start Sharing. 5. When the Start Sharing operation is complete, click Sync to synchronize the OIG with the MiVoice Business user numbers, and so on. 4. In the Confirm Synchronization dialog box that appears, leave the default options set, and click OK. This operation may take several minutes to complete. This allows MiCloud CRM Integrations to fetch your telephone extensions and communicate with them. 15

16 Setting up MiCloud CRM Integrations As a Service Provider or Reseller, you now have a Mitel CRM Integration account on the MiCloud CRM Integrations Portal, and you can create Customers and users. Customers and Users must already have access to a supported CRM. The list of CRMs available for use (as of MiCloud Release 3.3) is shown in the following table. The next table shows a list of the features and their support by licensing level. SUPPORTED CRMs VERSIONS NOTES / LIMITATIONS Salesforce Professional and Enterprise Editions See Note * Oracle Sales Cloud Release 9 and above Premium features are not supported SugarCRM Versions 6 and 7 See Note * Netsuite Zendesk Infusionsoft Microsoft Dynamics All versions All versions All versions Dynamics 2016, Dynamics 365 Skype services must be uninstalled to ensure that Click-to-dial is operational. Note: Premium features require customized setup. Contact Mitel for MiCloud CRM Integrations Service Part number. Log in to MiCloud CRM Integrations When Mitel has created your MiCloud CRM Integrations account, you will receive a link to allow you to log in to the account. You will then change your password. WARNING: IF YOU ARE WORKING WITH MORE THAN ONE CUSTOMER, ALWAYS LOG IN USING A CHROME BROWSER IN INCOGNITO MODE TO PREVENT EXPOSING BROWSING HISTORY BETWEEN CUSTOMERS. Note: When you change administrator credentials, you may find that you need to re-save your phone system or Synchronize CRM Users again to display all users/dns. 16

17 Setting up the Customer data center If multiple data centers are available, you may want to choose the data center to use for each Customer, especially for Customers are concerned about data sovereignty. There are two ways to set the Customer data center. From the Dashboard: 1. Click Features. 2. From the left side menu, click Data Center Selection. 3. Use the pull down menu to select the data center to use. From the Customer: 1. In the Partner Portal, edit the Customer. 2. In the Edit Customer dialog box, select a data center from the Data Center drop down menu. 17

18 18

19 Creating partners and customers You can create Customer accounts directly, or you can create accounts for your partners or resellers so that they can create new Customer accounts. To create a new Customer: 1. Log in to MiCloud CRM Integrations. 2. Click Admin > Partner Portal. 3. In the Partner Portal, click Customers. 4. Click ADD CUSTOMER. The Create Customer dialog box appears. 19

20 5. Fill in the fields for the new customer and click Save customer. All fields are mandatory except for the Administrator s phone number. Customer Admin Name: Name of the administrator at the Customer site. Customer Admin address of the administrator at the Customer site. Phone Number: Phone number of the administrator at the Customer site. Company Name CRM Provider: The customer must already be using or have purchased one of the supported CRM systems. Phone System: MiVoice Business Call Server Plan: Select the Plan the Customer has purchased. The choices are Basic, Pro, and Premium. See Licensing for MiCloud CRM Integrations, above. Purchased Users: The number of CRM users the Customer is licensing. To create a new Partner or Reseller: 1. Log in to MiCloud CRM Integrations. 2. Click Admin > Partner Portal. 20

21 3. In the Partner Portal, click Child Partners. 4. Click ADD PARTNER. The Add child partner dialog box appears. 5. Fill in the fields for the new Partner or Reseller and click Save partner. Partner Admin Name: Name of the administrator at the Partner site. Partner Admin address of the administrator at the Partner site. Phone number: Phone number of the administrator at the Customer site. Company Name: Partner or Reseller company name 21

22 Connect to CRM MiCloud CRM Integrations uses OAuth to connect to CRMs such as Salesforce. MiCloud CRM Integrations requires a minimum of one Admin level or API User connection per Customer organization. The steps vary between the supported CRMs. CRM-specific instructions follow. Note: For any of the CRMs not specifically described in this guide, follow the instructions in the Salesforce section: Connecting to Salesforce. CRM TO CONNECT Salesforce Oracle Sales Cloud SugarCRM Netsuite Zendesk Infusionsoft Microsoft Dynamics FOLLOW THE INSTRUCTIONS IN Connect to Salesforce Connect to Oracle Sales Cloud Connect to SugarCRM Connect to Netsuite Connect to Zendesk Connect to Infusionsoft Connect to Salesforce Connect to Salesforce The following procedure is used to connect Salesforce CRM to Mitel CRM Integrations. You will also use this procedure for the following CRMs: Microsoft Dynamics 22

23 To connect to your CRM: 1. Get the CRM credentials, and the user names and DNSs from the Customer. 2. Log in to MiCloud CRM Integrations with the credentials provided by Mitel. 3. Log In to the Customer you want to connect. 4. Click Company Settings > CRM > Connect with Production. 5. Log in to the Customer s CRM. 6. Click Allow (bottom right corner of the display). To set the advanced calling options: 1. Click Change Advanced Options. 2. In Digits to Match, enter the number of digits to use to find a match in the CRM. 23

24 3. If you want to save the extension entry for the contact in CRM (rather than just the 10-digit phone number that applies to everyone in the Company), enter the field to store. In Save inbound extension to field, enter the name of the CRM field to use. 4. To pop the call record after creating it, set Pop call record after create to true. 24

25 Connect to Zendesk To connect MiCloud CRM Integrations to Zendesk, you will add the information required in the dialog box below. To connect to Zendesk: 1. In Username, enter the Zendesk Admin user name. 2. In Password, enter the Zendesk Admin password. 3. In Hostname, enter the name of the host on which Zendesk resides. 4. Click Save. 25

26 Connect to Netsuite To connect MiCloud CRM Integrations to Netsuite, you will add the information required in the dialog box below.. To connect to Netsuite: 1. In , enter the Netsuite Admin address. 2. In Password, enter the Netsuite Admin password. 3. In Account ID, enter your Netsuite account ID. 4. Click Save. 26

27 Connect to Infusionsoft To connect MiCloud CRM Integrations to Infusionsoft, follow the procedure below. 1. Enter the API key and the Infusionsoft URL: 2. In the Master Nav, navigate to Admin > Settings. 3. In the Settings menu, click Application. 27

28 4. Scroll down to the API section and enter a passphrase in the text box. The API Passphrase is simply a password, or series of words that will be used to generate your unique API key. Be sure to remember your passphrase if you ever need to generate your API key again. 5. Click Save to generate the API key. 28

29 6. Paste the key into the API key text field on the Mitel CRM Integrations page. 7. In your browser, navigate to and click the CRM tab. 8. Click Save. The green bar on the CRM page will display CRM connection tested successfully. 29

30 Connect to SugarCRM To connect MiCloud CRM Integrations to SugarCRM, you will add the information required in the dialog box below. To connect to SugarCRM: 1. In Username, enter the SugarCRM Admin user name. 2. In Password, enter the SugarCRM Admin password. 3. In Sugar root url, enter the SugarCRM root URL. 4. The SugarCRM version field should already be correct, but if not, enter the correct version in Sugar version. 5. Click Save. 30

31 Connect to Oracle Sales Cloud To connect MiCloud CRM Integrations to Oracle Sales Cloud, you will add the information required in the dialog box below. To connect to Oracle Sales Cloud: 1. In Username, enter the Oracle Admin user name. 2. In Password, enter the Oracle Admin password. 3. In Server, enter the Oracle Server URL. 4. Click Sign in. 31

32 Connect to your phone system After connecting to your CRM, you will see the phone connection screen. To connect to your phone system 1. Click Company Settings > Phone System. 2. Select your phone system from the drop-down menu. Instructions for your phone system will appear in the left side pane. For MiCloud, the supported phone system is MiVoice Business Call Server. 3. In Host, enter the FQDN of your Mitel Open Integration Gateway server. 4. In Local Password, enter the Open Integration Gateway password for the MiCloud CRM Integrations application. 5. In Dial out prefix, enter the number you dial to get an outside line. In many companies, this is 9 ; it may be different in your company. You can access this screen at any time through Company Settings > Phone System on the MiCloud CRM Integrations dashboard. Note: At this point, you may be re-directed to install the MiCloud CRM Integrations browser extension. As an administrator, this is not a required step, and you can safely ignore it, if you wish. 32

33 33

34 Managing users In this section, it is assumed that the Customer already has a CRM in service, with user accounts created. CAUTION: Each user name has to be unique across your whole Mitel CRM Integrations installation, even if you have multiple Customers. Recommended: Provision with user addresses. Synchronize CRM users To access the dashboard, navigate to: Log in as the Customer. CAUTION: If you are working with multiple Customers, always log out of one Customer before logging into the next. This helps avoid errors as you work with the Customer s users and data. On the dashboard, you will see a single user (yourself) listed under the Users tab. Users are synchronized automatically. To synchronize manually at any time, click Synchronize users from <your CRM>. You will be prompted to select the user to assign to your administrative account. After you select the user, the dashboard is updated with a full list of CRM users at your organization. Add or Import Users You can add users here, but note that they will not be connected to the CRM automatically. The best way to bring users into Mitel CRM Integrations is to synchronize the Customer s CRM from the interface. This also brings in the phone numbers from the MiVoice Business Call Server. Assign phone extensions Phone extensions are automatically synchronized to the correct CRM user based on Name/ matching between the CRM and the phone system accounts. Extensions that do not match through the automated synchronization can be added in one of two ways. 1. Click the Users tab. 2. Click the + sign under Device, next to the user s name. Enter the extension; the drop-down menu filters the options. 5. Click the orange button (You have X extensions unassigned with Y calls) at the top of the dashboard. A list of all unassigned extensions is displayed. 34

35 Click Assign for each extension that belongs to an enabled user. Click Ignore for each extension that does not belong to an enabled user. Note: Do not add users manually. Each user must be registered in the CRM before being added to MiCloud CRM extensions to have CRM functionality. There may be situations in which you add a user who only needs access to the Analytics tab, in which case CRM functionality is not needed. Assign ring groups and hunt groups To add a user as a member of a ring group or hunt group, in the Users tab, add their groups to the queues list. Invite a new user To invite a new user, click the Invite icon (blue envelope) in the dashboard next to the user s name. The invited user receives an prompting them to create a password and download the Chrome Extension. The user s address is automatically assigned based on the address associated with their CRM account. A copy of the invitation is also sent to the administrator. Manage phone monitors MiCloud CRM Integrations receives events from Mitel Open Integration Gateway (OIG) monitors. Monitors are opened only on extensions (DNs or ACD Agents) that have been assigned to a MiCloud CRM Integrations user. When a monitor is opened on a DN, all associated Key Line Appearances are automatically monitored. Monitors are also opened for Ring Groups and Hunt Groups that are assigned in queues. 35

36 To open monitors and start receiving events: 1. Assign all extension and queues on the MiCloud CRM Integrations dashboard. 2. Navigate to Company Settings > Phone System. 3. Click Save. Clicking Save opens a new session on the OIG and opens monitors on all assigned extensions, their key line appearances, and their queues (ring groups/hunt groups). This may take some time if there are many extensions to monitor. You can manage phone monitors individually from the Phone Settings dialog box, as shown here, On the Users screen, click the phone number of the user. Manage existing users Manage existing users through the administrative dashboard on the Users tab: Actions available on the Users tab include: Add or remove a device from a user. Enable or disable a user. Assign an extension: Extensions are assigned to ACD Agents and Business Users. For ACD, the agent extensions are monitored. Assign user to a queue: Queues are generally assigned to Ring Group pilot numbers. Members of a Ring Group are not monitored, but the Ring Group pilot number is. Under settings, click. The options are: Resend Invite Resend the invitation to the user. Change Password Change the user s password. 36

37 Set admin Give this user administrator privileges. Set invisible in analytics Do not include this user in reporting. Delete User In the graphic below, the status column indicates whether the user is enabled, disabled, or not yet invited. The green check mark indicates a user is enabled. The red X indicates that a user is disabled. To toggle a user s status, click on the red X or green checkmark. Advanced Options You can also change the dialing prefix for each user individually, if required. 1. From the Users screen, click the user s phone extension. 2. In the Phone Settings dialog box, click Change Advanced Options. 3. In the Prefix field, type the prefix to use. 37

38 Create an additional administrator user Additional admin users are sometimes required when organizations create a shared IT login or if managers and executives want to be able to manage the account or access analytics. These users typically do not have a CRM account. Note: When you change administrator credentials, you may find that you need to re-save your phone system or Synchronize CRM users again to display all users/dns. To create an Admin user: 1. In the Users tab, click Create User. The Create User dialog box appears. 6. Enter the name and address of the new admin user. 7. Select the Admin checkbox. The new admin user receives an invitation, and they are prompted to create a password. After creating a password, they will have an account with administrator privileges. The new admin users will have the ability to manage the dashboard and view analytics across the company. 38

39 Company Settings tab You can configure company settings, such as the assigned primary administrator on the account, from the Company Settings tab on the dashboard: Set company info 39

40 Set primary admin To configure the Primary administrator, click the Admin drop-down menu and select the desired Admin from the list of names. After making your selection, click Save. The screen is then updated. To enable multiple administrators, the primary admin can promote a user to administrator status on the Users tab on the dashboard. Set company business hours Select the days of the week that your business operates, and use the selectors to select the business hours for each day. Set time zone To configure the time zone: 1. Using the Timezone drop-down menu, select the desired time zone. 8. Click Save. The screen is updated with the selected time zone. Set call duration thresholds Quality Connect and Long Call Thresholds allow you to determine what constitutes a connection or a long call on the analytics dashboards. Because this varies by organization, the dashboard allows you to set these thresholds to durations that make sense for your business. The Quality Connect Duration and Long Call Duration thresholds are used to calculate these statistics on the analytics dashboard. To set the call duration thresholds: 1. Type a number (in seconds) into each duration field: Quality Connect Duration Threshold Long Call Duration Threshold 2. Click Save. The screen is updated. 40

41 Administrator names and contact info Phone System Administrator 1. In Phone System Admin > Name, enter the name of the person who administers the MiVoice Business for the company. 2. In Phone, enter the phone number of the person who administers the MiVoice Business for the company. 3. In , enter the address of the person who administers the MiVoice Business for the company. 41

42 CRM Administrator 1. In CRM Admin > Name, enter the name of the person who administers the CRM system for the company. 2. In Phone, enter the phone number of the person who administers the CRM system for the company. 3. In , enter the address of the person who administers the CRM system for the company. Analytics Visibility You may not want to allow all users to see the CRM statistics. Select either: All users can see everyone s analytics Only admins and teams with broader visibility The default setting is All users can see everyone s analytics. 42

43 Create teams Note: This feature is available in the Premium package only. With the Premium license of MiCloud CRM Integrations, you can organize the users in your organization by team. The team functionality allows you to have members of a team, and one or more team admins. A team admin is able to see call analytics related to the team they manage, without having the full permissions that the account Admin has access to. Users can belong to multiple teams. Teams can have one or more team admins. You can create a team in one of two ways: Manually Automatically, by synchronizing with the CRM and using the roles set in the CRM. To enable the Teams feature: 1. Log in to the Customer account. 2. Click Features. 3. Select the Teams feature and click Enable. To add a team manually: 1. Navigate to Company Settings > Teams. 2. Click Create Team. 3. In the Create Team dialog box that appears: a. In Team Name, type a name for the team you are creating. b. Select a team manager from the Select Manager drop-down menu. 4. Click Create Team. 43

44 5. Add users to the team. See To add users to a team. To create a team automatically using roles in the CRM: 1. Navigate to Company Settings > Teams. 2. Click Synchronize with your CRM. 3. Add users to the team. See To add users to a team. To add users to a team: 1. Navigate to Company Settings > Teams. 2. Click the name of the team into which you want to add users. 3. Click Members. 4. On the dialog box that appears, select each user from the drop-down menu labelled Add User to Team. 5. Click Add User to <Team name>. 44

45 MiCloud CRM Integration Analytics Dashboard The MiCloud CRM Integrations Analytics Dashboard allows users, team managers, and administrators to see real time and historical call data. To access the analytics dashboard, navigate to: You can select reporting on a punch card basis per user, or report by company, user, or team. 45

46 Select analytics by Team or User By default, the MiCloud CRM Integrations dashboard displays company wide data if you are logged in as an Admin. This data can be filtered by Team or individual user. To filter the data, use the drop-down lists in the top left corner of the analytics dashboard. Click the Team or the user to display only data for that team or user. Select a date range By default, the analytics is set to show real time data for the current day. Use the date range to display historical presets or customized date ranges. Use the date range selection tool in the upper right corner of the dashboard. Click Date Range to see and select from a list of preconfigured preset date ranges. To select a preset range, click the desired range. The dashboard is updated with data from the selected date range. To use a custom date range, click Custom Range and use the calendar interface to select the required date range. 46

47 To select a range, click the start date and end date of the desired range, and click Apply. The call data display is updated to show the selected date range. Display full screen analytics on a TV or projector screen The analytics dashboard can be displayed on a TV or projector screen and set to refresh at specified intervals. This keeps your team aware of their call statistics. Follow these steps: 1. On the TV or computer connected to the display monitor, log in to the dashboard as a user who has permission to view the analytics you would like to display. 9. Use this URL for your big screen view: &talktime=false&groupby=false Set each of the parameters by adding the string to your URL as desired (&parameter=value): interval: day (default) week month refresh: 1 (default) other valid number in minutes usertable: outbound (default) inbound false hideleaderboard: false (default) true hideoverallcallstats: false (default) true chart: false (default) hour user day weekday week groupby: false (default) user talktime: false (default) true 47

48 Export analytics data The data on the analytics dashboard can also be exported as needed in CSV file format. In order to export the data, click on Export in the top right corner of the user table. When you click Export, a CSV file is downloaded through the browser. The exported file contains the same data as is shown in the user table, which is controlled by the date range selection and team/user selection. You can also export an individual user s call history. When looking at an individual user s analytics, click Export to . 48

49 After clicking Export to , you will receive an with the information about the user s call activity during the specified date range, and a CSV file containing same details. 49

50 Troubleshooting MiCloud CRM Integrations Before contacting support, please provide a recorded call sequence that we can us in investigating the problem you are experiencing. To collect a call sequence: 1. Click the Troubleshooting tab of the dashboard, or access it directly here: 2. To capture a sequence, click Go to Call Sequence Diagnostic Tool. A new screen appears, with the title, What is a Call Sequence?. Scroll to the bottom of the screen. 10. In Title, type a name to assign to the call sequence. 11. In Description type a description of the problem and what you are capturing. 12. Click Start Logging and make a phone call. Your call sequence will be captured. 13. Send the call sequence to the support person you are working with, or attach it to your ticket when you raise it. Contact MiCloud CRM Integrations support For any questions, contact Mitel Support at crmintegrations_support@mitel.com. 50

51 Copyright 2017, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of Mitel Networks Corporation. Any reference to third party trademarks are for reference only and Mitel makes no representation of the ownership of these marks.