Configuring CRM Integrations - Goldmine®
When CCS Desk is integrated with GoldMine, it provides services such as popping a contact record on an incoming call, allowing dialling of contact numbers within GoldMine etc. Sets of configuration options can be grouped into profiles, and these profiles are assigned to agents. This ensures that a set of agents all have the same options set and allows flexibility in the options agents can possess.
The Goldmine tab within CCS Desk Manager contains a list of the Goldmine integration profiles. A new profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.
Incoming Calls
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The ‘Integration’ setting must be changed to Goldmine and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.
Both CCS Desk and Goldmine must be running for this integration to work.
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