Configuring CRM Integrations – Xplan

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

General Settings

• Xplan Server URL – The address of access Xplan.
• Credentials – This will be filled automatically according to the other settings below it.
• Username – The name of the SimPro account to use.
• Domain – The domain name of the SimPro account, if applicable.
• Password – The password to the SimPro account.

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

Incoming Call

Screen Pop – Displays the contact information 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.

Log Call History – Creates a log of the call in the Xplan database.

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

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

Log Unlinked Call History – Creates a log of the call in Xplan, even when contact is not found.

Outgoing Call

Screen Pop – Displays the contact information 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.

Log Call History – Creates a log of the call in the Xplan database.

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

Ignore Internal Calls – Disables all integration features when dialing an internal destination.

Log Unlinked Call History – Creates a log of the call in Xplan, even when contact is not found.

Campaign Call

Screen Pop – Displays the contact information 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.

Log Call History – Creates a log of the call in the Xplan database.

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

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.

Log Email in History – Creates a log of the email in the Xplan database.