Product Overview
&
Table of Contents
Microsoft Outlook CloudCall Plugin Overview
1
Company Overview
1
Product Overview
1
How to order CloudCall Click
2
Microsoft Outlook CloudCall - Administration Guide
3
Installation & Configuration
3
Microsoft Outlook CloudCall - User Guide
6
How CloudCall Click works
6
CloudCall Portal
6
Devices
7
Making a Call from Accounts or Contacts
8
Call History and Call Recordings
10
Viewing Call Notes
11
Outlook Email CloudCall Plugin Overview
Company Overview
SYNETY is a UK based provider of integrated telecommunications services for CRM providers. The company provides a Cloud based integrated communications service called SYNETY CloudCall® Click.
Designed for small and medium sized businesses, CloudCall Click allows Outlook users to make calls and access call recordings directly from inside Microsoft Outlook software without requiring any new hardware. CloudCall Click works with virtually any existing phone system, including PABXs, Skype, Lync or various hosted VoIP telephony solutions.
CloudCall Click offers customers access to our wholesale billing rate, giving an instance return on investment. CloudCall Click is available for £10 per user per month, and includes call recording with extended storage at no extra cost as well as real-time reports and dashboards accessible through our web portal or via our RESTful API. If a full PBX replacement is required - CloudCall Enterprise provides businesses with an advanced hosted PBX service with access to our CloudCall API to integrate into your existing software without requiring specialist phones or telephone lines.
SYNETY Ltd is a wholly owned subsidiary of SYNETY Group plc. - a London AIM listed business.
Product Overview
Product Name: CloudCall® Click
Product Purpose: Telephony integration for Microsoft Outlook Product Price: £10 per user per month (excluding phone calls) Product Overview:
CloudCall® Click provides Outlook customers with improved productivity for their sales and support teams by streamlining the process of calling prospects/contacts/customers and making call notes. CloudCall® Click enhances sales training and customer service by giving the ability to replace any phone conversation from within the contact record or directly from an email in Microsoft Outlook.
Product Benefits:
• Provides sales teams with increased productivity through faster calling and call note creation.
• Provides sales teams with improved training through replay of sales calls directly from Microsoft Outlook. • Provides management with enhanced visibility into sales telephone productivity through reports and
dashboards.
• Provides improved knowledge for sales and customer service through the ability to replay any customer or supplier conversation.
• Reduces company telephony costs by up to 70% using the wholesale carrier calling rate included with CloudCall Click.
How to order CloudCall Click
The CloudCall Click service can be ordered either by calling our account management team and completing an order form or by signing up to the service directly through the website. When setting up through the website, the service will be provisioned instantly and you will be able to start using the service immediately.
Below are the 6 simple steps to enable your CloudCall Click service through SYNETY:
Step 1: Go to www.synety.comand choose CloudCall Click, then select the Active Now button.
Step 4: Select the CloudCall Click integration you
require. In this instance select: Outlook.
Step 2: choose the total number of users and
enter their names and email addresses.
Step 5: Enter your company name, address and billing
Details – you can pay by credit card or direct debit.
Step3: Enter each users DDI (direct dial)
number.
Step 6: Tick to confirm you agree to the terms and
Step 1
Ask your administrator to install the Microsoft Outlook Plugin
Step 2
Once installed, close Outlook and Re-open.
Step 3
In Outlook, select “file” from the main menu and then select
CloudCall Click from the sidebar.
Step 4
Enter your CloudCall Credentials and press save.
Outlook CRM CloudCall - Administration Guide
Installation & Configuration
Thank-you for signing up to CloudCall Click for Outlook, there are now 3 short steps to activate your plugin.
Step 1 and 2
You have completed the SYNETY CloudCall Click sign-up and your
Click accounts have been created. You now need to install the
CloudCall Click software within your Outlook Email.
You would have been sent an email that has a link to this file (an
example is to the right).
Once you have opened the file press ‘Run’ and accept the
changes:
Click “Install”
Once the
install in
complete you
will get this
pop up box
Step 3
Once Outlook has been re-opened you will notice you have a number of “CloudCall” buttons in your top
menu.
You will also notice you have a stream to add notes:
Now you need to enter your CloudCall Click Credentials. You can do this by going to
File > CloudCall Click > CloudCall Click Settings.
If you do not have the above CloudCall Click Account credentials to hand you can get these from the
Synety Portal. To do this go to:
https://portal.synety.com
Step 3 Continued
To synchronise your data and any devices associated with your account click on “Synchronise
CloudCall Logs” from the following screen:
This will synchronise any devices that were set up when your account was provisioned.
Microsoft Outlook CloudCall Click- User Guide
How CloudCall Click works
CloudCall Click does not require you to purchase any new hardware as it works with any existing phone system. CloudCall Click is integrated with Microsoft Outlook using the CloudCall API, which works behind the scenes to provide the integration between the two systems.
When you make a call from Microsoft Outlook the system sends a secure web request to the CloudCall platform to make a call, first connecting back to the user’s registered device (see devices below), then when the phone is answered by the Outlook user, the call is connected through to the destination. All calls are made from the CloudCall platform and not from your phone system allowing us to provide you with advanced capabilities like Call Recording and Reporting.
CloudCall Dashboard shows real-time calls in progress, team performance, call distribution across the organisation and various other metrics.
CloudCall Portal
CloudCall Portal allows you to control all our CloudCall Click services including CloudCall Click for Microsoft Outlook and includes advanced staff performance reports and a real-time dashboard, which are included in the service. The CloudCall Portal is designed for the company administrator and when you signed up with SYNETY you would have received your admin username and password for the CloudCall Portal.
Administrators can add new users, view calls from all the users, run and export reports and even replay call recordings for all users within your organisation. You access the portal by going to the SYNETY website at
Devices
CloudCall Click for Outlook turns your Email into a powerful telephone platform and works with any existing phone system (PABX), VOIP PBX, and directly connected telephones or mobile / wireless handsets that support direct dial (DDI) numbers.
When you signed up to CloudCall Click you were asked to add the direct dial (DDI) number for each user. We refer to these numbers as devices, since multiple devices can be setup for each user. An example list of devices would be Desk Phone and Mobile, however it is perfectly normal to have only one device registered for each user.
If you want to add or remove a device you can do this through Microsoft Outlook.
On the top banner menu you will notice there is a “Manage Device” button. If you click on this it will display a list of devices you have registered to your CloudCall account. (see below)
Simply enter the Device name and device number and press save. Make sure you make note of the PIN Number as once you press the “Save” button the system will ring this device and ask you to enter the pin number you were given.
Once this has been entered and confirmed your new device is ready to be used.
Making a Call from email
The convenient feature of using Microsoft Outlook to make a call is that you can make a call from an email or through a contact record.
Making a call from an email is easy and can be done in one of two ways.
1. Select the email from the contact you wish to call and then simply press the Green Telephone Button(shown below:
2. Once you have selected the device you wish to call from and have confirmed the number you are calling press the “Call” button .
3. By pressing this button your selected device will ring, once answered this will then call the contact you are ringing.
4. If you wish to add notes about the call you can do so by typing these in the far right hand box (indicated above)
5. Once you have finished your call simply press the “Hang Up” button. This will hang-up the call and save it to your “call logs”
Making a Call from Contacts
To make a call from a contact record, you follow exactly the same process as before however access the contact you wish to call through the “Contacts” menu (as shown below)
Call History and Call Recordings
CloudCall Click for Outlook can automatically record phone calls you make through the system. To
access call logs and replay call recordings you can click on the ‘Call logs‘ folder located in your folders
list (as shown below).
If you are unable to find the call recording you are looking for, please
make sure your “call log storage” amount is set up correctly (this can
be done in CloudCall Click settings” (from the file menu)
To listen to a call, simply click on the call recording and then click the
“listen” button
Viewing Call Notes
CloudCall Click for Outlook allows the user to make notes on a call and access these at a later date . To access the notes you have made on a call simply follow the same process as you would to access a call. If you made any notes on a call they will appear in the “notes” Section. ( As per the below)
Click to Conference
Click to conference turns your Microsoft Outlook into a conferencing engine.
You can easily search your Outlook contacts and quickly place them on a conference line all powered through the SYNETY CloudCall Click service. These calls are recorded and available through the same method we spoke about before.
To initiate a conference call, click on the “Conference “ button (as highlighted above.) You will then be presented with the below popup box:
1. Select the device you wish to call from (ie your desk phone, mobile,etc
Click to Conference continued…
In order to add people into your call either manually type their “Destination number” by typing it in the “Destination Number“ box.
Or
Search for your contact using their name.
If you are searching by contact, when the correct contact appears, click on their name so it appears in the “Destination Number” box and then click “add.” This will then place their number in the “participants” box (as above)
If you have placed somebody in the call by accident or no longer wish for them to be present, you can highlight their name and click the “remove” button.
When you are ready to begin the conference press the “Start Conference” button.
When on the call if you wish to remove a participant you can do so by clicking the “remove” button. You can also “mute” what that participant can hear by clicking the “Mute” button.
You can add new participants at any time.
