*334457* CTI Toolbar 5.2

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1 Accessing Training Videos Opening CTI Toolbar Tip: If you share a computer, a CTI Toolbar icon can be set up for each user so that individual preferences and phone lines can be customized. CTI Toolbar 5.2 Quick Reference Guide Prior to using CTI Toolbar 5.2, ADP recommends viewing our easy-to-follow training videos, which you can access at the following URL: Using the Desktop Shortcut Double-click the CTI Toolbar shortcut icon ( ). Start Menu Click the Start button and select Programs > ADP > CTI Desktop > CTI Desktop. Quick Launch Click the CTI Toolbar icon in the Quick Launch menu ( ). Log In Automatically on Startup 1. Click Options ( )>Login tab. The Login tab opens. 2. Select Login automatically on startup. 3. Click OK. CTI Toolbar will now automatically launch when you start your PC. Note: If this option is not selected, you have five tries to enter your password correctly before it gets locked-out. Using Click-to-Call from ADP Drive, w.e.b.suite, or CRM Tip: By using a headset, you can make and control all inbound and outbound calls from your computer without touching your telephone! Note: For click-to-call to work in CRM, you must have the Computer Telephony setting set to Active in your CRM User Profile. If this is not working, contact your CRM System Administrator. Integrating ADP CRM and ADP Drive into CTI Toolbar for Screen Pops Note: To ensure screen pops work for either application, you must integrate them for screen pops. 1. Log in to CTI Toolbar. 2. Right-click CTI Toolbar, and verify ADP CRM or ADP Drive [Desktop Name] is present and checked. Launching Automatically When Logging In to BuzzTrack CTI Toolbar launches automatically when logging in to the application. Click-to-Call from ADP Drive or w.e.b.suite When a customer record contains a phone icon ( ) click the icon to dial. If multiple phone numbers exist, a dropdown list displays, allowing you to select the number to dial. Click-to-Call from ADP CRM 1. In a customer record, click any underlined phone number and the customer will be dialed. *334457* 2012 ADP, Inc. FINAL 1

2 Screen Pop Features Screen pops provides details on incoming calls. You can choose to have screen pops display automatically when calls come in by clicking Options on the toolbar and selecting Call Popup. Note: Screen pops work best when CTI Toolbar is integrated with ADP Drive or ADP CRM. Incoming/Missed Call Screen Pops When a new incoming call arrives, a special pop-up window displays in the lower-right corner of the screen telling you the number of the person calling and, if available, the person s name. Names are matched from the DMS based on 10-digit phone numbers. Answering Calls You can click anywhere in this box to answer the call, or you can dismiss it by clicking the X in the top-right corner. If you have missed any calls, then they are also displayed here. You can click the telephone icon to call back the number (of the missed call) or clicking anywhere in the box. You can use the arrow buttons to switch between any missed calls in the list and then click the telephone icon or anywhere in the box to call back the missed call s number. ADP Drive and CRM Displaying Customer Records Double-click the contact s name. The contact s record displays in a new window. Dialing a Number Click the number. The Dialing window opens, and your network phone calls the number. Searching for Customer Records Click the binoculars icon to open a new search window for Drive or ADP CRM that automatically searches the application by the incoming phone number. The following section explains the differences between screen pops in ADP Drive and ADP CRM ADP, Inc. 2

3 Screen Pop Differences The following table shows the screen pop options for ADP Drive and ADP CRM. Additional instructions follow that explain how to perform the screen pop-specific actions. ADP Drive Screen Pop Available Options ADP CRM Screen Pop Available Options Using ADP CRM Screen Pops To answer a call (indicated with an Incoming Call screen pop): Right-click the screen pop and select Answer Call. To call back a number you missed (indicated with a Missed Call screen pop): Right-click the screen pop and select Call Back. To search for the phone number in the ADP CRM database: Right-click the screen pop and select Search. To generate a new lead in the ADP CRM database: Right-click the screen pop and select New Lead. To create a new task for the customer in the ADP CRM database: Right-click the screen pop and select New Task. To submit feedback for the customer in the ADP CRM database: Right-click the screen pop and select New Feedback. Using ADP Drive Screen Pops To answer a call (indicated with an Incoming Call screen pop): Right-click the screen pop and select Answer Call. To call back a number you missed (indicated with a Missed Call screen pop): Right-click the screen pop and select Call Back. To search for the phone number in the ADP CRM database: Right-click the screen pop and select Search ADP, Inc. 3

4 Multiple Desktops in ADP Drive In ADP Drive, you can have multiple desktops open, but CTI Toolbar can only launch screen pops for one desktop you must make a desktop active to receive screen pops. Selecting an Active Desktop to Receive Screen Pops 1. With multiple desktops open in ADP Drive, decide which desktop you want CTI Toolbar to display screen pops for. 2. Right-click CTI Toolbar and select the desktop. Once selected, a black dot displays next to the desktop that is actively displaying screen pops. To change screen pop availability for another desktop, right-click CTI Toolbar again and select the desktop name. Note: You cannot select the Executive Desktop for screen pops. Chat You can chat with another CTI Toolbar user. Note: Group chat is not available. Chatting with a CTI Toolbar User 1. Click Chat ( ). The CTI Desktop Chat window opens. 2. Double-click the name of the person you want to chat with. For large dealerships with multiple groups, enter a search string in the Search field, click Enter, and then double-click the name of the person you want to chat with. A chat dialog opens. 3. Enter text in the lower text field and then press Enter to send the message. Chatting with a User via the Presence Dialog Note: If there are groups/departments set up, click the + sign to expand the list. Right-click the person s name (you want to chat with) and select Chat. A Chat dialog opens allowing both of you to chat. Clearing Messages By default, the Chat dialog retains all messages you send and receive in the Chat dialog when using the Chat feature. Therefore, if you close the Chat dialog and reopen a Chat dialog with the same individual, the chat history displays. When you close CTI Toolbar, CTI Toolbar clears all Chat messages from all Chat dialogs ADP, Inc. 4

5 Presence The Presence feature allows you to tell who in your dealership is on the phone so you can call or initiate a chat session. You can also create and manage your buddy list of contacts. The Presence dialog features a hang-up notification if another user (you want to contact) is on the phone and lets you add users you frequently call to a Buddies List. Changing Your Presence Status To change your Presence status from Standby to Available (and vice versa), click the Status menu dropdown arrow and select Available/Standby. Making Calls from the Presence Dialog You can call a user in another group or a user in your Buddies list. 1. Click Presence ( ). If necessary, click the + to expand a group to find the person Tip: If you have a large organization and are not sure which group an individual belongs to, you can enter their name (or part of their name) in the search field and click Enter as shown with smith, john in the following screenshot. Note: Group chat is not available. 2. Right-click the person s name (you want to call) and select Call. The toolbar fills in the user s information in the corresponding fields in the toolbar and the corresponding buttons, such as Hangup, Hold, and Transfer become active. 3. To end the call, click Hangup. Transferring Calls from the Presence Dialog 1. With a call in progress, click Presence. If necessary, click the + to expand a group to find the person 2. Right-click the person s name (you want to transfer the call to) and select Transfer to use the warm transfer method (where you announce the call) or select Blind Transfer to transfer the call without announcing the party. 3. To end the call, click Complete Transfer. Chatting with a User via the Presence Dialog 1. Click Presence. If necessary, click the + to expand a group to find the person 2. Right-click the person s name (you want to chat with) and select Chat. For more information on this feature, refer to the Chat section. Setting Hang-Up Notification 1. Click Presence. If necessary, click the + to expand a group to find the person 2. Right-click the person s name (you want to receive hang-up notification from) and select Set Hang-Up Notification. When this person is no longer in a call, a dialog displays, indicating they are available. 3. Click Yes. CTI Toolbar then calls the person. Adding a Buddy to Your Buddies List Click Presence. If necessary, click the + to expand a group to find the person Right-click the person s name (you want to add to your Buddy List) and select Add to Buddies List. In addition the person s name displaying in their corresponding group, the person s name now displays in the Buddies section of the Presence dialog. Removing a Buddy from Your Buddies List Click Presence. If necessary, click the + to expand a group to find the person Right-click the person s name you want to delete from your Buddy List you can either select the name from the Buddies list or from the group they belong to and select Remove from Buddies List. The person s name is removed from the Buddies list but remains in their corresponding group ADP, Inc. 5

6 Making Outbound Calls from the Toolbar Note: When making outbound calls from the toolbar, you only need to enter the 10-digit number. You do not need to enter 9 or 1 in front of the phone number. Entering a Number in the Current Calls List Field 1. Enter a number in the Current Calls List field. 2. Press Enter or click Call ( ). Redialing from the Current Calls List The Current Calls list displays the last 16 calls you made. 1. Click the arrow on the Current Calls List dropdown. 2. Select the number 3. Press Enter or click Call. Using the Dialer Tip: Make sure the Current Calls List Field is empty; otherwise, when you click Call, CTI Toolbar automatically dials the number in the field. 1. Click Call. A Dialer dialog displays. 2. Enter the number you want to call or click the dropdown arrow to select a number you called. If you do not know the number, click Lookup, which opens the Address book (see Address Book for more information). Important! The Lookup feature only works if you have lookup options specified on the Address Book tab of the Options dialog. These options include searching local MS Outlook contacts, shared CSV format address book file, or an LDAP/ADXE server. 3. Click Dial. Note: The Dial button is only active when a phone number is in the Dial field. Answering Calls Using the Answer Button Click Answer ( ). Answering the Call from a Screen Pop Click the Microphone. Putting Calls on Hold Click Hold ( ). To retrieve the call on hold, click Retrieve ( ) ADP, Inc. 6

7 Transferring Calls You can transfer incoming calls to other extensions at your dealership. Note: Blind transfers display the original party s caller ID, while warm transfers display the caller ID for the person who transfers the call. Note: When making calls outside your dealership, you do not need to enter 9 ; simply enter the 10-digit number. You do not need to enter 1 for long distance calls. Address Book Allows you to search for and call contacts in your address book. CTI Toolbar obtains contacts from three sources: MS Outlook contacts, CSV format address file, and your dealership s LDAP/ADEX server. Note: If you update your MS Outlook contacts, you must clear the address book s cache to return results with the latest contact information. In the Address Book dialog, click Settings and ensure Cache address books for faster access is checked, click Clear and then click OK. (This option is also available on Options > Address Book.) Performing a Warm Transfer 1. When on a call, click Transfer ( ). The Dial dialog displays. 2. Enter the number you want to call, or click the dropdown arrow to select a number.. 3. Click Dial. 4. Announce the call and then click Complete Transfer/Conference ( ). Performing a Blind Transfer 1. When on a call, click Blind Transfer ( ). 2. Enter the number you want to call or click the dropdown arrow to select a number. Click Dial. 3. Click Complete Transfer/Conference ( ). Searching for and Calling a Contact 1. Click Address Book ( ). By default, the two dropdowns default to Name and Contains. You can opt to change them based on the search string you enter. 2. Enter a string in the blank field and click Search. The Address Book returns, if any, search results matching the search string entered. 3. Select the contact The user can have a phone, mobile, and/or home number. Active buttons correspond to the number type the user has. For example, if the user does not have a home number, the Home button at the bottom of the dialog is inactive. 4. Click Phone, Mobile, or Home to dial the corresponding number ADP, Inc. 7