Configuring CRM Integrations – HEAT Help Desk Logging
- Priyank Dhadhal (Deactivated)
- awimalasatya
Configuring CRM Integrations – HEAT Help Desk Logging
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
General Settings
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- HEAT DSN – The address of access HEAT.
- Credentials – This will be filled automatically according to the other settings below it.
- Username – The name of the HEAT account to use.
- Domain – The domain name of the HEAT account, if applicable.
- Password – The password to the HEAT account.
The ‘Login’ button will test the credentials and advise when successful.
Incoming Call
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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.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HEAT 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 HEAT, even when contact is not found.
Outgoing Call
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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.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HEAT database.
Ignore Internal Calls – Disables all integration features when calling an internal number.
Log Unlinked Call History – Creates a log of the call in HEAT, even when contact is not found.
Campaign Call
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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 – When the call is still ringing.
- When Answered – When the agent has answered the call.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HEAT database.
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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 HEAT database.
HEAT Remote Integration
General Settings
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- HEAT Gateway Server – The address of access HEAT Gateway Server.
- Screen Pop URL – Url of Heat Application to allow screen pops
- Credentials – This will be filled automatically according to the other settings below it.
- Username – The name of the HEAT Remote account to use.
- Domain – The domain name of the HEAT Remote account, if applicable.
- Password – The password to the HEAT Remote account.
The ‘Login’ button will test the credentials and advise when successful.
Incoming Call
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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.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HEAT database.
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 HEAT Remote.
Log Unlinked Call History – Creates a log of the call in HEAT Remote even when contact is not found in HEAT Remote.
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 HEAT Remote Gateway.
Outgoing Call
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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.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HTEAT database.
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 HEAT Remote.
Log Unlinked Call History – Creates a log of the call in HEAT, even when contact is not found.
Campaign Call
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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 – 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.
Log Call History – Creates a log of the call in the HEAT database.
Attach Recording – Creates a link to the call recording file in the HEAT database.
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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 HEAT database.