Configuring CRM Integrations - Goldmine®

When CyDesk 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 CyDesk 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

Screen Pop Existing Number – Display their Goldmine contact record if the number of the caller is known.
Use New Contact Window – A new contact window will be opened when a screen pop occurs, rather than the existing record being changed
New Number Lookup Contact - In the case that the number of an incoming call is not found in the contact database, a Lookup Contact window to be displayed.
Complete Scheduled Call – When an incoming call results in an identified contact, a complete schedule call item is opened, linked to the contact.
Complete Unscheduled Call – When an incoming call results in an identified contact, a completed unscheduled call item is created, linked to the contact.
Auto-Restore When Minimised – This option will restore the CyDesk client when an incoming call is received and minimised when the call ends.
Ignore Internal Calls – GoldMine will not pop the contact of a call that is on an internal extension.

Outgoing Calls

Screen Pop Existing Number – Display their Goldmine contact record if the number of the caller is known.
Use New Contact Window – A new contact window will be opened when a screen pop occurs, rather than the existing record being changed.
New Number Lookup Contact - In the case that the number of an outgoing call is not found in the contact database, a Lookup Contact window to be displayed.
Completed Scheduled Call – Completes a pending action for the contact.
Complete Unscheduled Call – Creates a new unscheduled call action for the contact.

Goldmine Fields to Search

This specifies the phone number fields in GoldMine that CyDesk will search for a contacts number. Additional contacts can only be searched if the SQL version of GoldMine is installed.

Goldmine History Settings

The GoldMine History Settings group together options describing what information on call history should be automatically logged into GoldMine.
For each row the ‘Log’ checkbox determines if calls of that type should be logged. The ‘Code’ box determines which history code that the event is given, and the ‘Result’ box describes the result that the history item is given.
If the ‘Callback’ check box is checked, a pending call action is automatically created. This feature should only be selected if an incoming call rings on one CyDesk agent only. Otherwise all the agents who did not answer the call will receive a missed call record and a call back scheduled.
If the ‘Campaign Name’ option is enabled for the CyCall row, when a CyCall Campaign Call is logged in the History of GoldMine, the name of the Campaign will be inserted at the start of the Reference text.

Miscellaneous

Lookup Incoming Number (DNIS) – This option tells CyDesk to use the number the caller dialled rather than the callers own number, for the GoldMine searches on incoming calls.
Start GoldMine Timer – CyDesk will start the Goldmine timer when a call begins.

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 CyDesk and Goldmine must be running for this integration to work.

Additional Client Configuration

The following DLL files must be copied from the Goldmine program files folder to the Windows System folder i.e. C:\Windows\System32. The name of the files may differ slightly depending upon the version of Goldmine.

GM7S32.DLL
GM7TP32.DLL
GMSSL32.DLL
GMXML.DLL