Configuring CRM Integrations - 

Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information

General Settings

• CRM Discovery Service – The address of the web service for authentication.
• Organization – The name of the organization configured in Dynamics CRM 2011.
• Credentials – This will be filled automatically according to the other settings below it.
• Username – The name of the Dynamics CRM 2011 account to use.
• Domain – The domain name of the Dynamics CRM 2011 account, if applicable.
• Password – The password to the Dynamics CRM 2011 account.

The ‘Login’ button will test the credentials and advise when successful.

Incoming Call

Screen Pop – Displays the Contact screen when the caller is found.

• Never – The feature is disabled.
• When Ringing – As soon as the call rings.
• When Answered – When the agent has answered the call.

Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.

Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.

Log Call History – Creates an entry in History.

Attach Recording – Creates a link to the call recording file in History.

Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.

Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.

Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM.

Create Callback Task – Creates a Task to remind agent of the missed call.

Create Unlinked Callback – Creates a Task to remind agent of the missed call, even when contact is not found in CRM.

Outgoing Call

Screen Pop – Displays the Contact screen when the caller is found.

• Never – The feature is disabled.
• When Ringing – When the call is still ringing.
• When Answered – When the agent has answered the call.

Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.

Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.

Log Call History – Creates an entry in History.

Attach Recording – Creates a link to the call recording file in History.

Ignore Internal Calls – Disables all integration features when calling an internal number.

Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.

Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM

Campaign Call

Screen Pop – Displays the Contact screen when the caller is found.

• Never – The feature is disabled.
• When Presented – When the next campaign call is assigned to agent.
• When Ringing – As soon as the call rings.
• When Answered – When the agent has answered the call.

Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered

Log Call History – Creates an entry in History.

Attach Recording – Creates a link to the call recording file in History.

Email

Screen Pop – Displays the Contact screen when the caller is found.

• Never – The feature is disabled.
• When Presented – When the email is assigned to agent.

Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.

Log Email in History – Creates a log of the email in History