CloudCall for Salesforce- Quick Start Guide
CloudCall for Act! CRM
Quick Start Guide
Plugin Overview
About SYNETYSYNETY 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 Act! installed on your PC if running Act! (Desktop) or on the server if running Act! (Web). • You will need to have local administrator rights to install the Synety Act! CRM plugin on your PC.
• If running Act! Desktop you will need to install the Synety ‘Act! (Desktop)’ Plugin onto your PC. (Installation details below).
• If running the Act! Web you will first need to install the Synety ‘Act! (Desktop)’ Plugin on the server where Act! Is installed, and you will then also need to install the Synety ‘Act! (Web)’ Plugin on the same server. (Installation details below).
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 ☐ ☐
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Installation of
Act! (Desktop) plugin
Download Plugin
• To download the CloudCall Click and Contact Centre Plugin for Act! 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 Act! and you will be presented with a list of all plugins available for that product.
Install Plugin
• Select the Installation URL. This will allow you to Run or Save to your PC. • Once saved, Click on the file and select Run and the following wizard will start.
• Your installation directory will remain as the default for the Installation of ACT! CRM desktop plugin.
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Installation of
Act! (Web) plugin
Download Plugin
• To download the CloudCall Click and Contact Centre Plugins for Act! Web, 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 Act! and you will be presented with a list of all plugins available for that product.
Install Plugin
• For Act! Web you will first need to install the Synety ‘Act! (Desktop)’ Plugin on premise server where Act! Is installed, and you will then also need to install the Synety ‘Act! (Web)’ Plugin on the same server.
• Select the Installation URL. This will allow you to Run or Save to your PC. • Once saved, Click on the file and select Run and the following wizard will start.
• Act! (Desktop) plugin needs to be installed in a specific location of on premise server i.e. instead of “\Act\Act for Windows” directory, it should be installed in “\Act\Act for Web” directory.
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• Once the wizard has completed the Act! (Desktop) plugin on premise server for ACT! Web has been installed.
Note:
• Once the installation of the desktop plugin is finished, run the Act! CRM on premises server once so that it configures itself properly with the desktop plugin. A successful login is needed at this point.
• Extract CloudCall Click & Contact Centre for Act! Web CRM files from the compressed (.zip) file, Click on the file and select Run and the following wizard will start.
• Your installation directory will remain as the default for the installation of Act! Web plugin. • Once the wizard has completed the plugin has been installed.
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Configuration
Configuring Users
Now that the Act! CRM plugin is installed, we need to configure your settings.
Select Manage CloudCall Users from the ‘Tools’ drop down and select your Act! User.
Complete the call options screen to enable and mandatory field input when completing call notes and to enable call recording control so that call recordings can be paused and resumed.
Complete the call notifications screen
Note
• To enable inbound call notifications you must select ‘Call Notifications’.
11 Finish and restart Act!
Using CloudCall
Making a Call
You can make calls from Contacts, Groups, Companies, Opportunities, Task List and Calendar using one of the following icons:
Call Icon at the top of the screen
Icon found with sub tabs i.e. contacts within groups
CloudCall Click which will be found listed in sub menu’s by right clicking on a calendar event. Each method will open the make call window.
Call History and Call Recordings
All call history information when the call is completed is stored inside the CRM system and can be found under history tabs. This is the case for Contacts, Groups, Companies and Opportunities. History List presents you with a full list of all calls across your customers.
Double Click the call to access the detailed notes. If you’d like to replay the call, select the item you wish to playback, then hit the button. This button can be found in Contacts, Companies, Groups and Opportunities under the history tab.
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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]
