CTI for Sage ACT! Quick Reference Guide
Version 2.3
Quick Reference Guide Document Version 1.0
QGate Software Limited D2 Fareham Heights, Standard Way, Fareham Hampshire, PO16 8XT United Kingdom Tel +44 (0)1329 222800 [email protected] www.QGate.co.uk © QGate Software Limited – All rights reserved
Notices
Notices Copyright Information This document and all subject matter outlined within this document remain the copyright of QGate Software Limited. It may not be reproduced in part or whole or any manner, digitised, transcribed, translated or mass distributed without written permission from QGate Software Limited. Copyright 2012 - QGate Software Limited.
Trademarks Sage SalesLogix is a registered trademark of Sage Software. Microsoft is a registered trademark of Microsoft Corporation. All rights reserved.
Disclaimer Although every effort has been made to ensure the processing performed by this software product will not damage or corrupt your data, we strongly recommend you perform appropriate actions to safeguard against such eventualities. In the unlikely event that data becomes lost or corrupted, QGate Software Limited cannot be held responsible.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
3
Table of Contents Notices ................................................................................................................................ 3 Copyright Information ........................................................................................................................ 3 Trademarks........................................................................................................................................ 3 Disclaimer .......................................................................................................................................... 3
Table of Contents ............................................................................................................... 4 CTI for Sage - Quick Reference ......................................................................................... 5 Tray menu .......................................................................................................................................... 5 Phone window ................................................................................................................................... 6 Call management window ................................................................................................................. 6
Address books and contacts............................................................................................. 7 Call History ......................................................................................................................... 8 CTI for Sage ACT! – Technical Support ............................................................................ 9 General .............................................................................................................................................. 9 Fault Reporting .................................................................................................................................. 9 Upgrades and Service Releases ....................................................................................................... 9 Systems Integration ........................................................................................................................... 9
CTI for Sage - Quick Reference
CTI for Sage - Quick Reference Welcome to CTI for Sage. To help you get started, this quick reference guide gives you some useful information about the various screens that can be accessed from the tray menu. Right-click on CTI for Sage’s tray icon, it is a green, red or yellow circle depending on the current call status.
Tray menu Recent menu: This lists recently dialed numbers and you can click them to redial.
Quick dial box: Enter a number in this box and then press Enter to dial.
Phone: Click to open the Phone window.
Address Book: Click to open the built-in address book.
Configuration: Options to configure the interface, features and functions of CTI for Sage can be found here.
Call History: Click to access the call history. Exit: Use this to close the software.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
5
CTI for Sage - Quick Reference
Phone window When you are not on a telephone call, you can type numbers anywhere on this window to make a call. When you are on a telephone call, CTI for Sage displays the information it has about the person you are speaking to and you can interact with the call in a number of ways:
Contact information: The name and number of the person on the phone is displayed in the upper panel, other known info is shown in the middle panel.
Call information: This panel tells you who made the call, its direction and duration.
Page left/right: If you have more than one call in progress, click these buttons to switch between them.
Actions: These buttons enable you to control the call. To transfer a call, click Transfer, type the extension and press Enter. To speak to your colleague first, click Consult instead.
Call management window The discreet Call management window appears when a call takes place and then fades out after a few seconds; move your mouse cursor over CTI for Sage’s tray icon to make it appear again.
Call status: The status of the call e.g. ringing, connected or held.
Call control actions: These buttons enable you to control the call. To transfer a call, click Transfer, type the extension and press Enter. To speak to your colleague first, click Consult instead.
Close button: Click this button to close the window; closing the window does not end the call. Contact information: The telephone number and name of the other person on the phone.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
6
Address books and contacts
Address books and contacts The Address Book window provides access to a company-shared address book as well as any integrated address books that have been configured. Search box: Enter text to search for in contact records; full or partial words and numbers can be used. Advanced panel: Enter text here to focus your search. Where searches in the contact record address fields. What searches in the other fields. Select a Source to limit the search to a single source.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
Go button: Click this button to start the search. New contact: Click here to add a contact to the Address Book. Search results: Results are grouped by source. Click on a number to dial or click on a name to open or edit the contact record.
7
Call History
Call History The Call History window shows your fifty most recent calls, arranged in reverse date and time order. Grouping: Calls are arranged by the day they occurred; use the & buttons to expand/contract a day. Telephone column: Click on a number in this column to dial it. Direction indicator: Graphical representation of the Direction column.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
Direction column: Indicates the direction of the call. Name column: Click on an entry in this column to add or edit the name in the Address Book. Page: Press the & buttons to change the page.
8
CTI for Sage ACT! – Technical Support
CTI for Sage ACT! – Technical Support General For general technical support on implementing CTI for Sage ACT!, please contact your CTI for Sage ACT! software supplier or QGate Technical Support within your region. For additional reference information on CTI for Sage ACT! including FAQs, How-tos and resolutions to known issues, see the QGate KnowledgeBase at knowledge.QGate.co.uk. For more information about CTI for Sage ACT! or other products from QGate Software, see one of the QGate web sites: EMEA:
www.QGate.co.uk
Americas:
www.QGateSoftware.com
Fault Reporting If you wish to report a fault or an issue with CTI for Sage ACT!, please contact your CTI for Sage ACT! software supplier.
Upgrades and Service Releases Revision upgrades and service releases of CTI for Sage ACT! are available from your CTI for Sage ACT! software supplier. Warning: We strongly recommend you review the release information provided with each release, to ensure each upgrade is suitable to apply. If you are in any doubt, we recommend you contact your CTI for Sage ACT! software supplier. All major version release upgrades will require the purchase of a new licence.
Systems Integration For advice on integrating CTI for Sage ACT! into other products and applications, please contact your CTI for Sage ACT! software supplier.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
9
Quick Reference Guide Document Version 1.0
QGate Software Limited D2 Fareham Heights, Standard Way, Fareham Hampshire, PO16 8XT United Kingdom Tel +44 (0)1329 222800 [email protected] www.QGate.co.uk © QGate Software Limited – All rights reserved
Notices
Notices Copyright Information This document and all subject matter outlined within this document remain the copyright of QGate Software Limited. It may not be reproduced in part or whole or any manner, digitised, transcribed, translated or mass distributed without written permission from QGate Software Limited. Copyright 2012 - QGate Software Limited.
Trademarks Sage SalesLogix is a registered trademark of Sage Software. Microsoft is a registered trademark of Microsoft Corporation. All rights reserved.
Disclaimer Although every effort has been made to ensure the processing performed by this software product will not damage or corrupt your data, we strongly recommend you perform appropriate actions to safeguard against such eventualities. In the unlikely event that data becomes lost or corrupted, QGate Software Limited cannot be held responsible.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
3
Table of Contents Notices ................................................................................................................................ 3 Copyright Information ........................................................................................................................ 3 Trademarks........................................................................................................................................ 3 Disclaimer .......................................................................................................................................... 3
Table of Contents ............................................................................................................... 4 CTI for Sage - Quick Reference ......................................................................................... 5 Tray menu .......................................................................................................................................... 5 Phone window ................................................................................................................................... 6 Call management window ................................................................................................................. 6
Address books and contacts............................................................................................. 7 Call History ......................................................................................................................... 8 CTI for Sage ACT! – Technical Support ............................................................................ 9 General .............................................................................................................................................. 9 Fault Reporting .................................................................................................................................. 9 Upgrades and Service Releases ....................................................................................................... 9 Systems Integration ........................................................................................................................... 9
CTI for Sage - Quick Reference
CTI for Sage - Quick Reference Welcome to CTI for Sage. To help you get started, this quick reference guide gives you some useful information about the various screens that can be accessed from the tray menu. Right-click on CTI for Sage’s tray icon, it is a green, red or yellow circle depending on the current call status.
Tray menu Recent menu: This lists recently dialed numbers and you can click them to redial.
Quick dial box: Enter a number in this box and then press Enter to dial.
Phone: Click to open the Phone window.
Address Book: Click to open the built-in address book.
Configuration: Options to configure the interface, features and functions of CTI for Sage can be found here.
Call History: Click to access the call history. Exit: Use this to close the software.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
5
CTI for Sage - Quick Reference
Phone window When you are not on a telephone call, you can type numbers anywhere on this window to make a call. When you are on a telephone call, CTI for Sage displays the information it has about the person you are speaking to and you can interact with the call in a number of ways:
Contact information: The name and number of the person on the phone is displayed in the upper panel, other known info is shown in the middle panel.
Call information: This panel tells you who made the call, its direction and duration.
Page left/right: If you have more than one call in progress, click these buttons to switch between them.
Actions: These buttons enable you to control the call. To transfer a call, click Transfer, type the extension and press Enter. To speak to your colleague first, click Consult instead.
Call management window The discreet Call management window appears when a call takes place and then fades out after a few seconds; move your mouse cursor over CTI for Sage’s tray icon to make it appear again.
Call status: The status of the call e.g. ringing, connected or held.
Call control actions: These buttons enable you to control the call. To transfer a call, click Transfer, type the extension and press Enter. To speak to your colleague first, click Consult instead.
Close button: Click this button to close the window; closing the window does not end the call. Contact information: The telephone number and name of the other person on the phone.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
6
Address books and contacts
Address books and contacts The Address Book window provides access to a company-shared address book as well as any integrated address books that have been configured. Search box: Enter text to search for in contact records; full or partial words and numbers can be used. Advanced panel: Enter text here to focus your search. Where searches in the contact record address fields. What searches in the other fields. Select a Source to limit the search to a single source.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
Go button: Click this button to start the search. New contact: Click here to add a contact to the Address Book. Search results: Results are grouped by source. Click on a number to dial or click on a name to open or edit the contact record.
7
Call History
Call History The Call History window shows your fifty most recent calls, arranged in reverse date and time order. Grouping: Calls are arranged by the day they occurred; use the & buttons to expand/contract a day. Telephone column: Click on a number in this column to dial it. Direction indicator: Graphical representation of the Direction column.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
Direction column: Indicates the direction of the call. Name column: Click on an entry in this column to add or edit the name in the Address Book. Page: Press the & buttons to change the page.
8
CTI for Sage ACT! – Technical Support
CTI for Sage ACT! – Technical Support General For general technical support on implementing CTI for Sage ACT!, please contact your CTI for Sage ACT! software supplier or QGate Technical Support within your region. For additional reference information on CTI for Sage ACT! including FAQs, How-tos and resolutions to known issues, see the QGate KnowledgeBase at knowledge.QGate.co.uk. For more information about CTI for Sage ACT! or other products from QGate Software, see one of the QGate web sites: EMEA:
www.QGate.co.uk
Americas:
www.QGateSoftware.com
Fault Reporting If you wish to report a fault or an issue with CTI for Sage ACT!, please contact your CTI for Sage ACT! software supplier.
Upgrades and Service Releases Revision upgrades and service releases of CTI for Sage ACT! are available from your CTI for Sage ACT! software supplier. Warning: We strongly recommend you review the release information provided with each release, to ensure each upgrade is suitable to apply. If you are in any doubt, we recommend you contact your CTI for Sage ACT! software supplier. All major version release upgrades will require the purchase of a new licence.
Systems Integration For advice on integrating CTI for Sage ACT! into other products and applications, please contact your CTI for Sage ACT! software supplier.
CTI for Sage ACT! – Quick Reference Guide © QGate Software Limited – All rights reserved
9
