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.

1. 1. To begin installing CRM Connect, double-click the CRMConnect.exe file and click the Install button.

1. 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.

1. 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.

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

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. 1. Once the installation has completed, you will need to enter your My Phone Next user credentials.

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. 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.

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.

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:

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.