installation guide - comwave...downloaded from the telephone system for display in the presence...

CRM IntegratorInstallation Guide

Comwave CRm IntegRatoR - INSTALLATION GUIDE

Before you Begin

•LatestversionoftheGoIntegratorPCClientsoftwaresetupprogram*

•IPaddress/nameoftheBroadWorksXSI (CTIandHTTPS)Interface**

•BroadWorksUsernameandpassword

*ThiscanbedownloadedfromtheGoIntegratorwebsite.**Typicallyhardcodedintosoftwareandhidden

InstallationProgram

•Double-clicktostart

•Theinstallerwilllaunchautomatically

PCClient: Specifications

MINIMUM SPECIFICATIONS - 1.8 GHz Pentium-class

processor

- SVGA display

- 2 GB Memory

- 1 GB free hard drive space

- Network adapter connected to a TCP/IP network

- Keyboard and mouse

SUPPORTED OPERATING SYSTEMS - Windows 8 & 10

(Desktop Mode)

- Windows 7

- 32 bit and 64 bit

RECOMMENDED MAxIMUM ExTENSIONS - 50 ExtensionsVirtualenvironmentsaresupportede.g.VMwareorHyper-V

NOTE:Thesespecificationsaresubjecttochange.Pleasechecktheproductwebsiteforlatestspecification.


Configuration

•Whentheinstallationcompletes,thePCClientwillbestartedautomatically.

•Right-Clickonthesystemtrayicon.

•Select“Configuration”

•ControlsthebehaviorandfunctionalityofthePCclient.

•IntegrationtoCRMsandotherapplications.

•Othermiscellaneousfeaturesandoptions.

General

Mainconfigurationsection

-Usercredentials

-Licensetype

-Interfacebehavior

-Language

-Diallingoptions


Serial No. and Method

• Serial Number –Notgenerallyrequired(orshown)forrentalversions.Ifitisshown,pleaseenterthe8charactercodeprovided.

• Method –TheOCI,CTI,CTI-TLSandHTTPSprotocolusedtoconnecttotheBroadWorksplatform.Thisistypicallyhardcoded(andhidden)forrentalversions.Ifitisshown,pleaseselectthemethodadvisedbytheServiceProvider.

Credentials

• Server –ThisistheIPaddress/nameoftheXSPinterfaceandistypicallyhardcodedandhiddenforrentalversions.Ifitisshown,pleaseenterthenameadvisedbytheServiceProvider.

• Username and Password – Entertheuser’sBroadWorksUsernameandPassword.

• Directory Mode –ControlsthedirectorynumbersthataredownloadedfromthetelephonesystemfordisplayinthePresenceWindow.ThisisusefultoimprovetheperformanceofthePresencewindowiftheuserispartofalargeorganisation.Bydefault,itissettoGroup.(Note: this can be hidden in some rental versions).

Location

SelecttheCountryandAreaCodeasappropriatetoallowGoIntegratortorecogniselocalnumbers.

Note: If this option does not show then it will be pre-set to the country set against the user on the BroadWorks platform. The setting selected can be view from the log file (see later).

General-Telephony


Appearance/Behavior

Changethelook-and-feelandbehaviorofthe clientinterface.

• License Type –Thisisthelicensetypeallocated totheBroadWorksuser.

• Application Load –StartclientwhenWindowsstarts.

• Language –Selecttheapplicationlanguage (chosenfromdefault).

• Main window –Choosetheskin.

Optionallysuppressthepreviewwindowon incomingcallsandmessages.

Hot Keys

• Hot Keys –Setuphotkeysforcallcontrolactions. • Clear –History,recent,hints.

General-Interface


Overview

Enablethefollowingclick-to-dialfeatures.

ClipboardDialling

ApplicationDialling

FocusDialling

Dialing Handlers

TheDialinghandlersconfigurationpageisused toconfigurethefollowingdialingtechniques.

• WebPagedialing

• TAPIDriver

• TAPIRequestModule

• CallToProtocolhandler

General-Dialling


Webpage Dialing

InternetExplorer

• IE“Add-ons”canbeenabledwithIESettings.ThenativemethodiscontrolledthroughGoIntegrator.

• TheAdd-onismoreefficientandlessprocessorintensive.

GoogleChrome,MozillaFirefoxandOpera

• Usethe“Download”buttontodownloadedtheextensionfromtheGoogleChrome,OperastoreandMozillaAdd-onswebsite.

Other Dialing Techniques

• TAPI Driver –EnablesdialingfromapplicationsthatareprogrammedtosupportdialingthroughaTAPIdriver.

• TAPI Request Handler –EnableGoIntegratortohandleTAPIdialcommandsissueddirectlyfromtheTAPIcompliantapplication(notviaadriver).

• CallTo Protocol Handler –CallToisapopularprotocolusedbydeveloperstomarkuptelephonenumberswithintheirapplication.Anynumbers,whenmarkedupinthiswayandclicked,willcauseGoIntegratortodialthenumber.

General-Dialling


Dialling

Definevalidtelephonenumbers.

• Minimumlength

• Minimumlength

• Muststartwith

Advancedrules-allowsregularexpressions tobeusedtomoreaccuratelycontrolwhether anumbershouldbeconsideredasavalid telephonenumberornot.

NOTE: These rules determine when a number will recognized as a dialable number by the various dialing techniques.

Application Dialling (Add)

• TicktheApplicationdiallingcheckbox.

• Clickthe“Add”buttontolaunchthewizardtosetupanapplicationforapplicationdialling…

General-ApplicationDialing


Configure

• Variousoptionsavailable.

• Usuallyselect“AnyothertypeofstandardWindowsapplication.”

Example

“StandardWindowsApplication”

• Dragthe“target”tothefieldcontainingthetelephonenumberinyourapplication…

• The“Application”,“Form”and“TextBox”fieldswillcontainapplication-specificinformation.

General-ApplicationDialling


Example

“StandardWindowsApplication”

• Ifsuccessful,theapplicationwillappear inthediallingpage.

• ClickSAVE.

Export / Import

• Dialingsettingscanbeexported.

• Use“Export”buttontoexportthedialingsettingstoafilenamed“dial.settings”.

• Use“Import”buttontoimportintothisclientthediallingsettingsstoredinapreviouslyexported“dial.settings”file.

General-ApplicationDialling


Controls for:

• Activities*

• Availability

• CallEvents

*Relevant only for users of CommPilot Express. May not be shown on some versions.

Activities

• RelevantonlyforusersofCommPilotExpress.

• Allowscertainactionstoautomaticallychangeauser’sCommPilotExpressprofile.

-AutomaticOnlineMeetingdetection -Inactivitydetection -Lockedcomputer

Events


Events

Action

Showphonewindoworpopcontact(ornothing).

• Onringing

• Onanswer

• Onoutbound

Sounds

• Sounds - Selectsoundsto palyoncertainevents.

• Mute - Mutesound (i.e.music)whenonacall.

Add

Clickthe“Add”buttontoaddanevent,whichcaneitherrunaprogramorgotoawebpage.

• Event -Addactionsforspecificevents,suchascallringing,connected,completedormissed.

• Direction -Canspecifyevent forinboundoroutbound.

• Calls -Canbeinternalorexternalcalls.

• Program -Specifythepathtotheprogramthatwillbeexecutedforthisevent.

• Parameters -Enteranyparametersfortheprogram,orsupplythefullURLofawebpage.


• SetupintegrationswithCRMsanddatabases.

• TheCRMordatabasewillbesearchedoninbound/outboundcallsforamatchonthenumber.Iffound,callerIDisshown.

• DatabaseorCRMwillbeincludedinsearchesofthesharedaddressbook.

• Click(Addnew)toaddone.

Integration

Add New

• Selectthedatabaseorapplicationthatyouwanttosetupintegrationwith.

• Giveitaname.

• App-specificconfigurationoptionswillappear…

• Threetypesofintegration:“Standard”and“Controlled”.

Example: Microsoft Outlook

• Providetheapp-specificconfigurationinformation.

• TheTestareaallowsyoutoenteraphonenumbertoseeifitcanbefoundintheapp.

• Clicksearchtoinitiateasearchfortheenterednumber.

• Ifyougetapositiveresulttothesearch,clickthe“showcontact”buttontopopthecontact’srecordandtesttheintegration.

installation guide - comwave...downloaded from the telephone system for display in the presence...

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