Version 2.10 Sage CRM Getting Started Guide

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Version 2.10

Sage CRM Getting Started

Guide

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QGate Software Limited

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Notices

intelli CTI - Sage CRM Getting Started Guide

Notices

Copyright Information

This document and all subject matter outlined within this document remain the copyright of QGate Software Limited. It may not be reproduced in part or whole or any manner, digitised, transcribed, translated or mass distributed without written permission from QGate Software Limited.

Trademarks

Disclaimer

Although every effort has been made to ensure the processing performed by this software product will not damage or corrupt your data, we strongly recommend you perform appropriate actions to

safeguard against such eventualities.

In the unlikely event that data becomes lost or corrupted, QGate Software Limited cannot be held responsible.

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Notices

Overview

This document provides an outline to the basic steps required to implement intelli-CTi for Sage CRM. The purpose of this document is to assist getting started with intelli-CTi for Sage CRM, however for more detailed information on installing, configuring and using intelli-CTi, please see the additional intelli-CTi reference information.

Who Should Read this Document

This document is intended for Sage CRM administrators responsible for implementing intelli-CTi upon a custom Sage CRM system.

Additional intelli-CTi Reference Information

For information on installing and configuring intelli-CTi, see the

intelli-CTi – Installation and Configuration Guide.

For information on using intelli-CTi, see the intelli-CTi – User Guide.

For information on developing application integration with intelli-CTi, see the intelli-CTi – Software

Developers Kit (SDK).

(contained within the SDK directory of your intelli-CTi for Sage Installation Package). For additional reference information on intelli-CTi, see the QGate KnowledgeBase at

www.QGate.co.uk/knowledge/intelli-cti/.

For up to date information on intelli-CTi and other QGate products, please visit the QGate Software website at www.QGate.co.uk.

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About intelli-CTi for Sage CRM

intelli-CTi for Sage CRM is used by the out-of-the-box Sage CRM CTI integration to provide connectivity between Sage CRM and your telephone system.

Features include:

 Preview-dialing directly from within Sage CRM.

 Automatically identifying and displaying of Companies and People during incoming calls (screen-pop).

Prerequisites

This guide assumes a working knowledge of Sage CRM administration.

In addition to the intelli-CTi Client Workstation requirements listed in the intelli-CTi – Installation and Configuration Guide, the following items are required:

 A working installation of Sage CRM v6.0 or above. We recommend installing the latest patch revision from Sage. If you are running Sage CRM v6.0 or v6.1 and you are unable to install the latest patch, please contact QGate Software for advice.

 A valid CTI licence from Sage installed into your Sage CRM system. To check your licence, log into Sage CRM as admin and go to the Administration->System->License Key Details menu:

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Installing intelli-CTi for Sage CRM

This section outlines the steps required to install and configure intelli-CTi for Sage CRM into your solution.

Installation Outline

The primary installation steps for installing and configuring your implementation of intelli-CTi for Sage CRM:

Step 1: Configure Sage CRM Users for CTI

For each CTI user in Sage CRM, enable them for CTI in the Administration menu.

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Step 2: Install the intelli-CTi Client and Server

Install the intelli-CTi Client application on each workstation that will be using CTI.

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Step 1: Configure Sage CRM Users for CTI

For each Sage CRM user that will be using intelli-CTi, you will need to enable CTI from the Sage CRM administration menu.

1 . Log into Sage CRM as admin.

2 . Navigate to the Administration->Users->Users screen.

3 . Enter the details of the user, click the Find button then navigate to that user’s record by clicking

their name in the list:

4 . Click the Change button.

5 . Check the CTI Enabled checkbox. Set the CTI Device Name to intelli-CTi. Select your preferred CTI Call Screen (Person Summary is recommended):

6 . Click the Save button.

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Step 2: Install the intelli-CTi Client and Server

This section outlines the steps required to install the intelli-CTi client application and its accompanying server. The client must be installed on every workstation that will be using intelli-CTi.

Performing the Client and Server Installation

Installation of the intelli-CTi Client and Server is covered in the intelli-CTi Installation and

Configuration Guide

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Appendix A – Customising your Sage CRM Integration

The intelli-CTi integration with Sage CRM is provided by Sage as part of the Sage CRM product. intelli-CTi provides the middleware that allows Sage CRM to connect to your telephone system. The integration with Sage CRM is not customisable and is not under the control of QGate Software to allow customisation.

If you wish to customise or extend intelli-CTi with Sage CRM, please contact QGate software for alternative solutions.

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intelli-CTi – Technical Support and Troubleshooting

In the interest of providing customers with the latest product support information and troubleshooting assistance, QGate provides the following online resources within our QGate KnowledgeBase website:

General Support

For general technical support information, please visit the main product support page:

www.QGate.co.uk/knowledge/intelli-cti/

Troubleshooting

For troubleshooting common problems and scenarios relating to intelli-CTi for Sage CRM, please visit the troubleshooting page:

www.QGate.co.uk/knowledge/intelli-cti/troubleshooting-base/

System Requirements

For information regarding the minimum system requirements for installing and running intelli-CTi for Sage CRM, please visit the product system requirements page:

www.QGate.co.uk/knowledge/intelli-cti/sysreqs/

Product Information

For more information about intelli-CTi for Sage CRM or other products from QGate Software, see one of the QGate web sites:

EMEA: www.QGate.co.uk

Americas: www.QGateSoftware.com

Fault Reporting

If you wish to report a fault or an issue with intelli-CTi, please contact your intelli-CTi software supplier.

Upgrades and Service Releases

Revision upgrades and service releases of intelli-CTi are available from your intelli-CTi software supplier or Sage CRM Business Partner.

Warning: We strongly recommend you review the release information provided with each release, to

ensure each upgrade is suitable to apply. If you are in any doubt, we recommend you contact your intelli-CTi software supplier.

All major version release upgrades will require the purchase of a new licence.

Systems Integration

For advice on integrating intelli-CTi into Sage CRM products and other applications, please contact your intelli-CTi software supplier.

Version 2.10 Sage CRM Getting Started Guide

Version 2.10

Sage CRM Getting Started

Guide

Notices

Copyright Information

Trademarks

Disclaimer

Table of Contents

Overview

Who Should Read this Document

Additional intelli-CTi Reference Information

About intelli-CTi for Sage CRM

Prerequisites

Installing intelli-CTi for Sage CRM

Installation Outline

Step 1: Configure Sage CRM Users for CTI

Step 2: Install the intelli-CTi Client and Server

Appendix A – Customising your Sage CRM Integration

intelli-CTi – Technical Support and Troubleshooting

Fault Reporting

Upgrades and Service Releases

Systems Integration