CRM Connect for End Users

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What you need to know:

The CRM Connect client integrates your BroadSoft service with a variety of business applications to provide a more effective and intuitive work environment for your team. You can use CRM Connect to easily manage key telephony features like do not disturb, call forwarding, and mobility settings.

Introduction

The CRM Connect client integrates your BroadSoft service with a variety of business applications to provide a more effective and intuitive work environment for your team.  You can use CRM Connect to easily manage key telephony features like do not disturb, call forwarding, and mobility settings.

Integrations

CRM Connect works with the following applications:

Manufacturer

Application Name & Version

ConnectWise

ConnectWise PSA – 2015.1

ConnectWise PSA – 2014.4

ConnectWise PSA – 2011.2 – 2013.1

Frontrange

Goldmine – 5.5 – 9.2

Goldmine – 2014 (Premium)

Goldmine – 2013

Google

Contacts

IBM

IBM Notes – 9.0

Lotus Notes – 7 – 8.5

Maximizer Software Inc.

Maximizer – Cloud Versions 2012, 2015, 2015 R2

Maximizer – 9 – 12

Maximizer – 2016

Microsoft

Access – 2013 / Office 365

Access – 2000 – 2010

Dynamics CRM – 3, 4

Dynamics CRM – 2015

Dynamics CRM – 2011, 2013, Office 365

Dynamics NAV – 4.0 – 5 (SQL Database)

Dynamics NAV – 4.0 – 5 (CLASSIC Database)

Dynamics NAV – 2016 (SQL Database)

Dynamics NAV – 2015 (SQL Database)

Dynamics NAV – 2013 R2 (SQL Database)

Dynamics NAV – 2013 R2 (CLASSIC Database)

Dynamics NAV – 2013 (SQL Database)

Dynamics NAV – 2013 (CLASSIC Database)

Dynamics NAV – 2009 R2 (SQL Database)

Dynamics NAV – 2009 R2 (CLASSIC Database)

Dynamics NAV – 2009 (SQL Database)

Dynamics NAV – 2009 (CLASSIC Database)

Outlook – 2016, Office 365

Outlook 32 bit – 2013, Office 365

Outlook 32 bit – 2000 – 2010

Outlook 64 bit – 2013, Office 365

Outlook 64 bit – 2000 – 2010

NetSuite Inc.

Netsuite CRM – 2016

Netsuite CRM – 2015

Netsuite CRM – 2013

Netsuite CRM – 2010 – 2012

SAGE

50 Accounts – 2016 (V22)

50 Accounts – 2015

50 Complete Accounting – 2014

50 Complete Accounting – 2012, 2013

ACT! Professional – 2013

ACT! Professional – 2008 – 2012

Line 50 Accounts – 2014

Line 50 Accounts – 2008 – 2013

Sage 200 with Sage CRM module

Sage CRM / MME – 7.3

Sage CRM / MME – 7.2, 2013

Sage CRM / MME – 7.0, 7.1

Sage CRM / MME – 2014

Sage Saleslogix – 7.2 – 7.5

Salesforce.com Inc.

SalesforceCRM – Standard integration for Enterprise, Unlimited, and Performance Edition. Compatible with Classic and Lightening.

SalesforceCRM Call Center Adapter (Requires Salesforce to be licensed for the Open CTI API. For Classic view only not Lightening)

Stylite

eGroupware – 1.0 – 1.8

Sugar CRM

Sugar CRM – 7.6

Sugar CRM – 7.2

Sugar CRM – 5.0 – 7.1

SuperOffice

SuperOffice – 6 – 7.1

Swiftpage

ACT! Premium – V18

ACT! Premium – V17

ACT! Professional – V18

ACT! Professional – V17

ACT! Professional – V16

Saleslogix – 8

vtiger.com

vtiger CRM – 6

vtiger CRM – 4 – 5

XING

XING

Zoho Corp.

Zoho CRM – Standard, Professional, Enterprise

Installation

To install CRM Connect:

  1. From the Calling User Portal, click on the My Apps Tab.
  2. Under the Desktop Software category, locate CRM Connect.
  3. Click the Download button.  A file will be downloaded to your computer.  Depending on your computer configuration. you may be asked if you want to Save the file.
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  5. To begin installing CRM Connect, double-click the CRMConnect.exe file and click the Install button.
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  7. Review the End-User License Agreement and click the I Agree button to continue. You must agree to the End-user License Agreement to complete the installation.
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  9. The installation will proceed and any third-party software that is required will also be installed at this time; follow any onscreen instructions displayed by the third-party software.
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  11. Once CRM Connect and any third-party software have finished installing, click the Finish button to close the installer.

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Login Details and Initial Configuration

CRM Connect is designed to be discrete. Always running and providing useful information as you need it, yet at the same time not annoying and interfering when you’re trying to work. So, most of the time, CRM Connect sits silently in your tray menu, waiting for you to click on it or waiting for calls to be made or received.

  1. Once the installation has finished, you will need to enter their BroadCloud user credentials and CRM user account credentials.
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    Note: In Windows, some tray icons become hidden and expressly have to be shown. These settings are stored in the ‘Notification Area Icons’ part of the Windows Control Panel.

  3. Right-click on the CRM Connect icon, which is a green circle (or red if you’re on a call) and the tray menu should appear. 
  4. Click on the Configuration option.
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  6. You must first configure the Telephony section by selecting the server and entering the user’s BroadCloud client credentials.
    • Server: Select the appropriate market where the user is located.  This determines which server will be used to authenticate the user.
    • Username: This is the username found in My Phone under the CRM Connect tab.  See Section 3.2 above and the My Phone  User Guide for more information.  Your
    • Username takes the format: <username>@<domain>  For example, user.one@acme.com
    • Password: The Password can be set/changed via My Phone. Go to the My Phone log in page and hit the “Forgot Password?” link.  Enter your username and hit “Reset Password”.  A temporary password will be emailed to you.

CRM Integration Configuration

You will also need to know which CRM System you are using and you login credentials for that system.

Other Options

Quick dial box

Type a number here and press Enter to make an immediate phone call

Recent

Quickly see recently dialled numbers and click to redial them

Features

Allows the configuration of specific BroadCloud features for the user including Call Fowarding Always and Do Not Disturb

Phone

Opens a pop-up window that allows the entering of a number to dial or to pick-up via the Click to Dial function to your phone

Presence

Opens a pop-up window that enables the search and selection of users to monitor their phone presence.

Address Book

Opens a pop-up window that enables the search and selection of users in your Site and your CRM contact directory to get phone details and make a call to.

Call History

Shows your BroadCloud call history from the basic call log.

Help

Opens a web browser to the on-line help pages.

Exit

Use this to unload the software as an active application.

Taskbar / System Tray Icon and Preview Window Notification Management

Sometimes changes can be made to settings in Windows, CRM Connect or other applications to make the visibility and usability of CRM Connect easier.

For example, it is advised that Windows 10 Users configure the settings in Notifications and Actions. To do this, right click on the windows icon and click Search. Type in Notifications in the search field and you should see the option for Notifications and Actions appear for you to click on. Once clicked, the Notification and Actions dialog box should appear. Navigate and click on CRM Connect (Connect). The options are shown below. Please configure how you wish to see the notifications appear.

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Another example is if you have a BroadCloud UC-Desktop client, which also provides a preview window. This can cause a double pop up notification as shown below:

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You can disable the notifications in either application to rectify this or move the CRM Connect notification to another location on the desktop.

To disable the CRM Connect notification, navigate to the Configuration panel, select Events/Call Events tab from the menu on the left and change the action in the dropdown for “On ringing”, “On answer”, or “On outbound” to No Action and then hit Save.

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