SugarCRM Cisco IP Telephony Connector User Guide · 3 3 Registered Office: Milutina Milankovića 11b, 11070 Belgrade endava.com Registration No. 06425747, Tax No. 100026798 1 Prerequisites

SugarCRM Cisco IP Telephony Connector

User Guide Version 1.3, April 2016

Endava d.o.o. Bulevar Milutina Milankovića 11b 11000 Belgrade, Serbia http://www.endava.com

http://www.endava.com/

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Registered Office: Milutina Milankovića 11b, 11070 Belgrade endava.com Registration No. 06425747, Tax No. 100026798

Contents

1 Pre-requisites for using SugarCRM Cisco IP Telephony connector ....................................................................... 3 1.1 Log in to SugarCRM ................................................................................................................................ 3

2 Click2Call - How to make Outbound calls .............................................................................................................4 2.1 To Call a Contact ............................................................................................................................................7 2.2 To Call an Account ................................................................................................................................... 8 2.3 To Call a Lead .......................................................................................................................................... 9

3 Inbound Call .................................................................................................................................................. 10 3.1 Answering the Call ................................................................................................................................ 11

4 Call Overview ................................................................................................................................................ 13 5 Missed Calls and Email Notification ................................................................................................................... 14 6 Connector & browser limitations .................................................................................................................. 14 7 Contact search from IP phone ....................................................................................................................... 15

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1 Prerequisites for using SugarCRM Cisco IP Telephony connector

Following prerequisites must be met to ensure Connector's proper operation:

• Connector module should be installed in SugarCRM. Contact your SugarCRM administrator if your SugarCRM system doesn't have Connector module installed.

• you will need a Cisco IP Phone (Soft phones like Cisco IP Communicator are supported as well), • SugarCRM user account, • your office phone extension in SugarCRM should be the same as your office phone number and you

should be designated as Connector User in in Connectors' administration panel.

1.1 Log in to SugarCRM

Start your favorite browser and log in to SugarCRM.

Screen 1: SugarCRM Home

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2 Click2Call - How to make Outbound calls

To utilize Click2Call feature you will need to click on either telephone number link or Click2Call Connector telephone icon in SugarCRM's list or detail view (your SugarCRM admin can set this preference). Following SugarCRM modules are supported: Accounts, Contacts and Leads.

Screen 2: Click2Call in SugarCRM's list view

When the phone number is dialed from IP phone or from SugarCRM using Connector, the Outbound call pop-up screen is automatically displayed. All non-numeric characters present in phone number are ignored automatically by Connector.

Connector tries to match the number of the outgoing call to a telephone number in Contacts, Accounts or Leads. If it doesn't find a match, the number you have dialed appears in outbound call pop-up screen. If pop-up screen didn't appear you should enable pop-up screens by disabling pop-up blockers in your web browser.

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If it finds a match, the record's detail view appears in outbound call pop-up screen. Yellow

telephone icon shows that phone is ringing (Screen 3).

Screen 3: Outbound call pop-up

When you answer the call, the screen below appears. Green telephone icon shows that handset is lifted. Call subject is automatically filled with the type of call, date, time and called number. You can change call subject and enter call description during and after the call. Click on Save Call Details button to save the changes.

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Screen 4: Outbound call pop-up, call is active

When you hang up red telephone icon shows that call has ended and all your Call description details are automatically saved. If you type in further text after you end the call you will need to click on Save Call Details.

Screen 5: Outbound call pop-up, call has ended

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2.1 To Call a Contact

1. Click in module navigation menu.

2. You can call a contact from Contacts List View.

Screen 6: Contacts List View

You can call a contact from a contact's Detail View. From contact's List View click the name of the contact you want to call. The contact's record appears.

Screen 7: Contact Detail View

Link for Click2Call

Links for Click2Call

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3. Click the Office Phone link of the contact you want to call. The phone number is automatically dialed.

4. The Outbound call pop-up screen is automatically displayed.

2.2 To Call an Account


2. You can call an account from Accounts List View.

Screen 8: Accounts List View

You can call an account from a account's Detail View. From an account List View click the name of the account you want to call. The account's record appears.

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Screen 9: Account Detail View



2.3 To Call a Lead


Screen 10: Leads List View

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You can call a lead from Leads List View. 2. You can call a lead from a Lead's Detail View. From a Lied List View click the name of the lead you

want to call. The lead's record appears.

Screen 11: Lead's Detail View



3 Inbound Call

When a call is received, Connector tries to match the number of the incoming call to a telephone number in your Contacts, Leads and Accounts list. Inbound call pop-up screen is automatically displayed.

If it doesn't find a match, you can relate call details to a new contact, lead or account by clicking on link “Relate call details to a new contact/lead/account” (Screen 12).

If it finds a match, the contact's record appears and you should relate call details to appropriate matching record. You will be able to see the data about the Caller, which is stored in your SugarCRM such as: First Name, Last Name, Account and phone number.

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Screen 12: Inbound call pop-up, the phone is ringing

3.1 Answering the Call

When you answer the call, Screen below appears. Green telephone icon shows that handset is lifted. Call subject is automatically filled with type of call, date, time and called number. You can change call subject and enter call description during and after the call. Click on Save Call Details button.

Screen 13: Inbound call pop-up, call is active

Relate to a new Contact

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If you didn't relate this call to a Contact, Lead or Account record, you can do it before you answer the call, during the conversation, and even after the call.

Screen 14: Inbound call pop-up, call has ended, Creating a new Contact to match Call

When you hang up red telephone icon indicates that call has ended.

If system doesn't find a match, you can relate call details to a new Contact, Lead or Account by clicking on link “Relate call details to a new contact/lead/account”.

New Create form appears bellow call details. You can enter caller data and press + icon next to appropriate number field to set the caller number (Screen 14). Click Save button to Create new Contact/Lead/Account and relate him to this Call.

Click on sign + to automatically add a number

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4 Call Overview

You can view or change call details in Activities module. Call Overview panel displays Subject, Status, Start Date&Time, Contacts, Duration and Description.

Screen 15: Activities - Calls - Call Overview

You can view finished calls on related contact's, lead's or account's Detail View page in History Subpanel.

Screen 16: Contact Detail View - History Subpanel

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5 Missed Calls and Email Notification

If SugarCRM system administrator enabled logging missed calls in SugarCRM, all your missed calls are kept in Calls module in SugarCRM with name in the next format:

Inbound_missed_call_(date)_(time)_(number)

After each your inbound missed call, an email will be sent to you in the next format:

If connector find direct caller number match to appropriate Account/Contact/Lead from SugarCRM, you will have caller name in you email. Name is a link to contact's SugarCRM Detail View.

If you don't receive email notifications, contact your SugarCRM system Administrator to enable this option, or set Email Server parameters in SugarCRM.

6 Network latency & browser limitations

Number of opened pop-ups

Because of browser limitations you should not open more than three SugarCRM pop-up windows or you might lose connection to Connector server on some of them. If you notice that pop-ups are not opening when you have an incoming call or when you use Click2Call then close all popups and refresh the main window.

Time delay when your browser connects to Connector server

When each new page is loaded in SugarCRM that page must connect to Connector server. Usually this time is about 1 second but depending on your network connection latency this can take up to several seconds during which you won't be able to use Connector features.

From: SugarCRM

Subject: Missed call from 1007

Body:

You have a missed call from phone number: 1007

Date and time of the call: 2011-08-30 08:42:34

Phone number is related to Fay Sharer from Contacts module.

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7 Contact search from IP phone

If your admin set up CRM directory feature you will be able to browse CRM database right from your IP phone. To find a contact from your IP phone:

1. Click in IP phone.

2. Click CRM Directory.

Screen 17: CRM Directory Search

Screen 18: Search results

Once you enter new Contacts into SugarCRM, you will have them available on your IP phone. Every change of Contact's, Account's or Lead's information (First name, Last name and Number) will be available on your IP phone.

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After you change your phone number in SugarCRM, you should log out and log in back to your SugarCRM, for changes to take effect.

Screen 19: Contact Details

Documents

SugarCRM Cisco IP Telephony Connector User Guide · 3 3 Registered Office: Milutina Milankovića 11b, 11070 Belgrade endava.com Registration No. 06425747, Tax No. 100026798 1 Prerequisites