CRM Connect

CRM Connect


Home | Guide library | CRM Connect

Introduction

The CRM Connect client integrates your 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

4me*

4me*

1-2 Mobile Limited

ServiceMax / MobileMax

ACA Systems

WinSIMS

The Access Group

Microdec Profile CRM (Access Profile)

Autotask Corp

Autotask (PSA) 2017.1

Candor

Candor Sales Information System (also known as Candor)

Carerix bv

Carerix

Chittak Ltd

TITAN

ConnectWise

ConnectWise Manage – 2019

ConnectWise Manage – 2018.2

ConnectWise Manage – 2018.1

ConnectWise Manage – 2017.6

ConnectWise Manage – 2017.5

ConnectWise Manage – 2017.3

ConnectWise Manage – 2017.1

ConnectWise Manage – 2016.6

ConnectWise PSA – 2016.5

ConnectWise PSA – 2016.2

ConnectWise PSA – 2016.1

ConnectWise PSA – 2015.1

ConnectWise PSA – 2014.4

ConnectWise PSA – 2011.2 – 2013.1

CPL Software

RPM (version 2.21)

DATEV

DATEV

Dezrez

Dezrez

Rezi

Envoy*

Envoy Taxi dispatch system

Estates IT Ltd

PCHomes 6.5

Exact*

Exact Online

Flexkids*

Flexkids

Frontrange

Goldmine – 5.5 – 9.2

Goldmine – 2014 (Premium)

Goldmine – 2013

Google

Contacts

HEAT Software

Goldmine – 2016

HubSpot Inc.

HubSpot

IBM

IBM Notes – 9.0

Lotus Notes – 7 – 8.5

Ivanti

Goldmine 2017.1

Infor

InforCRM (Saleslogix) v8

Logical Office Ltd

Logical Office

Max-Immo*

Max-Immo

Maximizer Software Inc.

Maximizer – Cloud Versions 2012, 2015, 2015 R2, 2018, 2019

Maximizer – 9 – 12

Maximizer – 2016 & 2017

Microsoft

Access – 2013,2016 / Office 365

Access – 2000 – 2010

Dynamics 365 Customer Engagement

Dynamics 365 For Sales 8 & 9

Dynamics CRM – 3, 4

Dynamics CRM – 2016

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

Outlook Web Access*

NetHelpDesk*

NetHelpDesk Cloud

NetSuite Inc.

Netsuite CRM – 2019

Netsuite CRM – 2018

Netsuite CRM – 2017

Netsuite CRM – 2016

Netsuite CRM – 2015

Netsuite CRM – 2013

Netsuite CRM – 2010 – 2012

OAK

Patient Connect

PerfectView CRM

PerfectView Online CRM (PVCRM)

SAGE

50c (50 Accounts) 2017(v23), 2018(v24)

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)

Salpo Technologies Ltd

Salpo CRM

Stylite

eGroupware – 1.0 – 1.8

Sugar CRM

Sugar CRM – 8.0-9.0

Sugar CRM – 7.10

Sugar CRM – 7.9

Sugar CRM – 7.8

Sugar CRM – 7.7

Sugar CRM – 7.6

Sugar CRM – 7.2

Sugar CRM – 5.0 – 7.1

SuperOffice

SuperOffice 7.5

SuperOffice – 6 – 7.1

Swiftpage

ACT! Premium – V20-V21

ACT! Premium – V19

ACT! Premium – V18

ACT! Premium – V17

ACT! Professional – V20-21

ACT! Professional – V19

ACT! Professional – V18

ACT! Professional – V17

ACT! Professional – V16

Infor CRM (Saleslogix) – 8

Teamleader

Teamleader

Tall Emu

Tall Emu Desktop (Add-in) – 2.6 (Classic Add-in)

vtiger.com

vtiger CRM – 7

vtiger CRM – 6

vtiger CRM – 4 – 5

webCRM

webCRM (Plus or Enterprise)

Web Seller Pro

TechMan

Workbooks

Workbooks

Zendesk

Zendesk v2 API

Zoho Corp.

Zoho CRM (PhoneBridge) – Enterprise

Zoho CRM – Standard, Professional, Enterprise

Zoho Desk (PhoneBridge)

Activity Logging Integration

The following applications are part of the updated Activity Logging feature. These applications allow manual or automatic creation of call activity records and notes:

  • Zoho CRM
  • Salesforce
  • Connectwise Manage
  • HubSpot (automatic only)
  • Maximizer Web CRM (automatic only)

Installation

To install CRM Connect:

  1. From the My Phone Next 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.

Click image for large view
    1. To begin installing CRM Connect, double-click the CRMConnect.exe file and click the Install button.

Click image for large view
    1. Review the End-User License Agreement and select the I Agree button to continue. You must agree to the end-user license agreement to complete the installation.

Click image for large view
    1. 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.

Click image for large view
    1. Once CRM Connect and any third-party software has finished installing, click the Finish button to close the installer.

Click image for large view

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 completed, you will need to enter your My Phone Next user credentials.

Click image for large view

Note: In Windows, some tray icons become hidden and expressly must be shown. These settings are stored in the Notification Area Icons part of the Windows Control Panel.

    1. Right-click on the CRM Connect icon, which is a green circle (or red if you’re on a call) in the system tray menu.
    2. Select Configuration.

Click image for large view
  1. You must first configure the Telephony section by selecting the server and entering your My Phone Next credentials.
    • Server: Select North America.
    • Username: This is the username you use to log into My Phone Next.
    • Password: The password can be set/changed via My Phone Next. Go to the My Phone Next log in page and select the Forgot Password? link. Enter your username and select Reset Password. A temporary password will be emailed to you.

CRM Integration Configuration

  1. You will also need to know which CRM System you are using and your 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 dialed numbers and click to redial them

Features

Allows the configuration of specific CenturyLink Engage features for the user including Call Forwarding 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 CenturyLink Engage 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 the option for Notifications and Actions will appear. Once selected, the Notification and Actions dialog box will appear. Navigate and select CRM Connect (Connect). The options are shown below. Configure your appearance preferences.

Click image for large view

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

Click image for large view

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 drop-down for On ringing, On answer, or On outbound to No Action and then select Save.

Click image for large view