CloudCall for Salesforce- Quick Start Guide
CloudCall for Dynamics CRM
Quick Start Guide
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Plugin Overview
About SYNETY
SYNETY is a leading cloud-‐based software and communications company that develops and provides CloudCall solutions.
Our solutions allow companies to fully integrate their telecommunications systems into their existing CRM software, with the aim of ultimately improving efficiency and reducing costs.
Prerequisites
• In order to make use of this plugin you will require either a CloudCall Click or CloudCall Contact Centre account. • You will need to have Microsoft Dynamics 2015 either on premise or on-‐line.
• You will need to have administrator rights to install the Dynamics plugin. Supported Features
Click To Call ☒ ☒
Call Logs & Call Recording Playback ☒ ☒
Add & View Call Notes ☒ ☒
Set & View Call Categories ☒ ☒
Schedule Follow Up Call ☒ ☐
Inbound Screen Pop ☐ ☒
Call Transfer ☐ ☒
Conference Calling ☐ ☒
Monitor, Whisper and Barge* ☐ ☒
ACD and Progressive Dialler (CloudCall
Campaigns)
☒
CRM Sync* ☐ ☒
• These features are only available in the non-‐integrated version of CloudCall at this time. We are working on a timescale on when these features will be available with the Dynamics Integration.
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Installation of the
Dynamics plugin
Download Plugin
• To download the CloudCall Click and Contact Centre Plugin for Dynamics go to the Synety Portal.
• Login into the Portal using your credentials, select Software, and then Applications / CRM Plugins from the left hand menu. You will now be presented with a full list of all CRM integration plugins available.
• Search for Dynamics and you will be presented with a list of all plugins available for that product.
• To install the plugin you require, select the more information button on the required Dynamics plugin.
• Select the Installation URL. This will allow you to Save to your computer.
4 Install Managed Solution
• From the top navigation area, go to Settings
• From the top navigation area, select Customizations and then select Solutions
• Click Import on the Actions toolbar
• Locate where you saved the file and select it
• On the post Import Action Screen, select the checkbox to enable SDK plug-‐ins. This box must be selected for your CloudCall functionality to work
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• You must now select the ‘Publish All Customization’ button from the top ribbon to complete the setup.
6 Configure Security Privileges
• From the top navigation area, go to Settings • From the top navigation area, select Security • Click Users to display the list of users
• Select the correct user to open up the User Details Window and then select Manage Roles from the menu at the top of the screen
• Select ‘CloudCall’ security role and press OK
7 Configure CRM User CloudCall Accounts
• From the top navigation area, go to Settings • From the top navigation area, select Security • Click Users to display the list of users
• Select the correct user to open up the User Details Window • Enter the relevant account information to configure the account
• Note: If the user is to be a Campaign Agent then select Yes to Campaign Agent in the top right hand of the screen
CloudCall Account ID: This is the users Synety Account Number
CloudCall Admin ID: Available within the Synety Portal – Profile – Administrator CloudCall Consumer Key: Available within the Synety Portal – Integration – OAuth Keys CloudCall Consumer Secret: Available within the Synety Portal – Integration – OAuth Keys
• Once your accounts have been configured please select ‘Index Phone Number’ from the CloudCall ribbon. This allows you to search all formatted phone numbers already saved in MS Dynamics.
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Devices
CloudCall for Dynamics CRM turns your CRM 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 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. As example list of devices would be Desk Phone and Mobile, however it is perfectly normal to have only one device registered for each user.
• After configuring a user their current list of available devices
• Each Dynamics CRM user can view, edit and add new devices from the interface by clicking on their currently selected number in the top bar and selecting either View Devices or Add Device
• Ensure that you enter the full direct dial number of any new device, for example 01455293221 for a UK number of 0014153761467 for a US number.
• The device description displayed is used to refer the device entered. Once you click save, the CloudCall system will add your device and allows you to make calls on the screen.
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Making a Call
There are several ways to make a call within Dynamics, which are as follows:
• You can make a call from a Contact or Account list by simply clicking on the telephone number against any visible record.
• You can open any Contact, Account or Lead record and click on any telephone number visible within the selected record.
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• From within a Contact, Account or Lead record select the ‘Make Call’ icon in the top left hand corner. If there is only one telephone number against the selected record then a call will be initiated immediately, whereas if multiple numbers exist the user will first have to select the number they wish to call, and also the click device they wish to use.
• The final way in which a user can initiate a call is to select the dial pad icon from the top ribbon, which will enable the user to enter a telephone number to call, which will call using the currently selected device as the click device. If the number is recognized within the CRM then the call history will be shown as an activity against that contact.
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Call Controls within Dynamics
Providing your Synety account is Contact Centre and is correctly configured then your user will be able to make use of the call controls available within Dynamics.
• From the screen pop below you can see the inbound window with the call controls at the bottom of the screen. • These call controls are for creating a conference, pausing and resuming the call recording and transfer a call. • From the call controls next to the contact number you can mute the caller and also put them on hold.
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• When creating a conference from within a calling window the user will also be able to mute, hold and terminate each call conference leg individually at the bottom of the screen, as per the screen shot below.
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Call History and Call Recordings
CloudCall for Dynamics CRM will automatically store details of all calls against any Contact, Account or Lead against the relevant record, and where the call recording permissions are set against a Synety Account then the call recording will also be available within Dynamics.
• Against any Contact, Account or Lead the call history will be shown within the listed Activities
• If you click on the telephone icon next to an activity, which also shows the call direction, then the details call details will be shown in a new window.
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• Against any Contact, Account or Lead the call history will be shown within the listed Activities
• If you click on the telephone icon next to an activity, which also shows the call direction, then the details call details will be shown in a new window.
• From within the new window, if you select Playback from the top left of the screen you will see a call recording playback window appear.
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CloudCall Campaigns for Dynamics.
Configuring Users
• As previously stated in the CRM user configuration, if the user needs to be configured as a campaign agent then you must select Yes against Campaign Agent in the top right of the screen.
• After the campaign agent has been configured, please click on the synchronize button from the CloudCall Ribbon.
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• All of your campaigns from the Synety Portal will be downloaded into your Dynamics CRM ready to be used.
17 Inbound Campaign:
• For inbound campaign calls agents needs to have added the inbound campaign DDI into their exception list within the user configuration.
• When an inbound campaign call comes into the agent they will receive a popup notification along with the inbound campaign name. A contact make call window will appear with call controls in which the agent can make notes and categorise the call.
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• All inbound campaign calls will be saved as a campaign activity and the saved notes as well as the call recording can be retrieved from here.
19 Outbound Campaign:
• Local Dynamics CRM contacts, accounts and leads can be uploaded to a Synety outbound campaign through the marketing list area of Dynamics.
• Create a marketing list and add members.
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• Select option “To the campaign and all undistributed campaign activities”.
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• All outbound campaign calls will be saved as a campaign activity and the saved notes as well as the call recording can be retrieved from here.
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Getting Help
Subscribe to our
YouTube Channel
or visit SYNETY
Support Page
and watch easy to
follow how-‐to videos for CRM integrations
Support Hours
• Support are available from 08:30 – 18:00, Monday to Friday • Email: [email protected]
• UK Tel: +44 (0) 33 033 56789 • US Tel: +1 415 376 1467
• You can also log a case from your Synety Portal- https://.portal.cloudcall.com
Contact Emails
Sales Department: [email protected] Technical Support: [email protected] API Support: [email protected]
Accounts Department: [email protected] Number Porting: [email protected]
US Contact Emails
Sales Department: [email protected] Technical Support: [email protected] API Support: [email protected]
Accounts Department: [email protected] Number Porting: [email protected]
