Configuring CRM Integrations - SalesLogix

When CyDesk is integrated with SalesLogix, it provides services such as popping a contact record on an incoming call, dialing contact numbers from within SalesLogix 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 SalesLogix tab within CyDesk Manager contains a list of the SalesLogix 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

• Display Contact if known – Display their SalesLogix 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.
• Show ‘Complete Activity’ menu screen – When an incoming call results in an identified contact, a complete activity item is opened, linked to the contact.
• Show new ‘Complete Phone Call’ screen – When an incoming call results in an identified contact, a complete phone call item is created, linked to the contact.
• Log Calls to History – Generate automatic entries into the SalesLogix History.
• Schedule Activity for missed calls - When enabled, an Activity will be scheduled to return the missed call.

Outgoing Calls

• Display Contact if known – Display their SalesLogix 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.
• Show ‘Complete Activity’ menu screen – When an incoming call results in an identified contact, a complete activity item is opened, linked to the contact.
• Show new ‘Complete Phone Call’ screen – When an incoming call results in an identified contact, a complete phone call item is created, linked to the contact.
• Log Calls to History – Generate automatic entries into the SalesLogix History.

Other Options

• Contact Phone Fields – Tick all SalesLogix contact phone fields that will be integrated with CyDesk.
• Use Account if no Contact found – When enabled, the system searches Account if there is no match with Contact.
• Account Phone Fields – Tick all SalesLogix account phone fields that will be integrated with CyDesk.

The ‘Integration’ setting must be changed to SalesLogix and the profile can be selected from the ‘Profile’ drop down list in the Agent configuration screen as shown below.

Both CyDesk and SalesLogix must be running for this integration to work.