6. Cloudya CRM Connect

CRM Connect allows for the integration of various customer relationship management tools into Cloudya and the use of the telephony directly in your integrated CRM systems.  

This interconnected solution allows you to save time and work more efficiently.

Here are some of the supported features:

  • Direct address book search in the integrated CRM
  • Caller details preview
  • Click to dial out of web browsers and integrated applications

Please note that the CRM Connect integration is currently available for the Desktop App and on Windows systems only. For more details on compatibility please refer to this overview.

Installation

- Download the latest Cloudya CRM Connect desktop app at: https://www.nfon.com/en/service/downloads

- Under your downloaded files open the Cloudya installer.
Cloudya and CRM Connect will be installed automatically. Once installation is complete, the Cloudya Desktop app will open.

- Log in to the Desktop app and open ‘Settings’.
After about a minute, CRM Connect will appear as a new Tab in Settings list.

- Click on CRM Connect to start configuring your CRM integration.

1.1_CRM_in_den_Settings

CRM Connect Integration

- Click on ‘Open CRM Configurations’.
 

2._Click_on_CRM_Configuration_button

A new window will open in the task bar.

3._Config_window_CRM

- Click on the Integrations tab and then on Add new.

4._Add_new

Please note that the number of applications displayed in the dropdown list varies according to your licence model.

- Click on the Integration dropdown menu, select the CRM application you want to integrate and click on Add.

A configuration page will open.

5._Integration_dropdown

- Enter the remaining settings according to the page dialogue.
E.g. for the Outlook integration, select the contacts folder.

- Click on Save to complete the integration.
Use Cancel to abandon the configuration of a new integration, or use Delete to remove a previously configured integration.

7._Config_page_Integration_-_Save

For each CRM system listed, a detailed step-by-step guide is available via the Help button.

8._Find_help

Operation examples

Dialling

CRM Connect offers you various outbound calling methods.

 

9._Dialing_general

Please note that not all applications support all of the dialling methods below.

Focus dialling

This dialling methods displays a dial icon for a field containing a phone number.

The field must first be selected or in 'focus' for the dial icon to appear.

10._Focus_dialing

Clipboard dialling

Clipboard dialling enables quick dialling by selecting and copying telephone numbers.
A dial pop-up prompt automatically appears when the number is copied to the Windows clipboard, either by keyboard or by mouse clicks – simply click the phone icon to make the call.

11._Clipboard_dialing

ScreenRead dialling

ScreenRead dialling allows any telephone number visible in Windows applications, documents, email signatures or images containing phone numbers to be dialled. 

- Position the mouse cursor over the number to dial and hold CTRL+SHIFT to activate the 'capture' box. 

The 'capture' box will automatically convert anything that appears to be a telephone number into a click to dial button.

13._ScreeRead_dialing

Not every image may be readable due to certain conditions – e.g. digits should be horizontal and must fit within the capture box.

Web Dialling Configuration

Browser Extension

Web dialling enables you to make outbound calls directly from a web browser.

- Select a web browser extension to install.

- Configure dialling directly from a web page for Edge, Opera, Chrome or Firefox.

17._Browser_extensions

TAPI Driver

Enable TAPI-compatible application to assist with dialling:

- Enable TAPI driver (dial only), ‘CallTo’ protocol handler, or TAPI request handler.

 

18._TAPI

Refer to the manual of your TAPI-enabled application to configure dialling.

General settings

Under the tab Advanced you will find the following:

  • application specific version details
  • language settings for the CRM Connect menu
  • customer feedback option which once selected will enable communication of anonymous data to help improve the product
  • application logs that contain details about the software configuration
16._Advanced

Depending on initial setup, not all user information will be displayed.