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2. Database Integration“CRM Extensions”

by ilink

This software helps This software helps Panasonic Communication AssistantPanasonic Communication Assistant to integrate to integrate with with CRM databaseCRM database. This software is useful for . This software is useful for call center clientcall center client to to display customer information automatically. display customer information automatically.

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OfficeLAN

RingRing

2-1. CRM Extensions by ilink

IntroductionWhen extension user receives an incoming call, caller information such as name can be displayed on PC using Panasonic CA software based on contact list (phone book) of MS outlook.If “iLink CRM Extensions” is installed on Panasonic CA, other CRM application is also available including web phone book on internet.

Telephone Company

Customer012-345-6789

Dial060-1234-102

EXT 101060-1234-101

EXT 102060-1234-102

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Web phone book

PC

SusanWhite 012-345-6789

CRM database

PC

012-345-6789

Telephone Company

Technical Diagram - Receiving Calls

CRM Database

0123334444 Mike Green

0123456789 Susan White

: :

CAby Panasonic

CRM Extensionsby ilink

SusanWhite 012-345-6789

012-345-6789

012-345-6789

CRM database on server (not only insame PC) is also available.

012-345-6789

Telephone Company

Web Phone Book

0123334444 Mike Green

0123456789 Susan White

: :

CAby Panasonic

CRM Extensionsby ilink

012-345-6789

012-345-6789

Internet

This I/F from CA can be opened for other software vender.

2-2. CRM Extensions by ilink

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List of supported CRM application

Specifications – Receiving Calls (CRM Application)Not only (1) caller information in window of “ilink CRM Extensions” but also (2) Window of CRM application database for the caller can be displayed.

(2) Window of CRM application

(1) Window of “ilink CRM Extensions”

Lotus Notes

MS Access and so onby ODBC I/F

2-3. CRM Extensions by ilink

*) “Open Contact” is not available for ODBC.

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Specifications – Receiving Calls (Web Phone Book)Caller information can be displayed on window of “iLink CRM Extensions”based on web phone book on internet.

http://www.dasoertliche.de/Controller?topKw=0&form_name=search_nat&context=0&choose=true&page=0&rci=yes&action=43&kw=ilink

List of supported web phone book

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Drag & Drop DialSelect phone number.Drag and drop to iLink icon.

Available for MS Outlook, MS Word and so on

Other Application

Space, -, (, ) + and so on should not be included as phone number.

Clipboard DialCopy phone number onother application andselect “Call”.

Right Click

This feature is same as Panasonic CA.

Specifications – Making CallsMaking a call is also available using CRM Application.3 types of operation are supported.

Hotkey DialSelect phone number on other application and press hot key.

This feature is same as Panasonic CA.

They can be included for same feature of CA.

I/F to CA can be opened for other software vender.

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ConditionsSupported language is English and German.If OS is German, German is displayed.If OS is not German, English is displayed.

“Phone and Modem” in control panel of windows has to be assigned correctly for web phone book.

2-6. CRM Extensions by ilink

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Installation (CA)CRM Integration has to be enabled by options. CA version has to be version 4 or later.CA mode should be Pro, Supervisor or Operator Console. (Not Basic).Dial modification table of CA is applied to making a call from ilink also.

2-7. CRM Extensions by ilink

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Step 3) Select database to link for incoming call.

Step 2) Select “Setting” by right click.

Step 1) Install software.

CA has to be closed.

Installation (ilink CRM Extensions)

Step 4) Restart PC. “Panasonic CA” and “ilink CRM Extensions” starts automatically.

2-8. CRM Extensions by ilink

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Programming Hint for Demonstration using MS Access 1/3

LANHub

Dial 0/9-060-1234-101

Ext 101060-1234-101

Ext 102060-1234-102

Ext 333012-4444-333 (as Customer)

H.323 loopback is useful to make caller ID as you hope.

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Programming Hint for Demonstration using MS Access 2/3

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Programming Hint for Demonstration using MS Access 3/3

SELECT name, company, section, zipcode, address, email

FROM Phonebook

WHERE (phonenumber = '<NUMBER>')

Copy above text.

Access database for this example is provided by email for your demo.

2-11. CRM Extensions by ilink

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Contact

Contact above for followings and so on.- get latest software and manual.- buy software license.- report software trouble.- request feature improvement.

Contact POLTYS INC in USA and Canada. POLTYS INC is distributer of ilink Kommunikationssysteme GmbH in USA and Canada.

http://www.ilink.de/en/index.html

2-12. CRM Extensions by ilink