intelli CTi for Sage CRM Getting Started Guide
Version 2.8
Sage CRM Getting Started Guide Document Version 1.2
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 2013 – QGate Software Limited.
Trademarks intelli-CTi™ is a trademark of QGate Software Limited. Microsoft is a registered trademark of Microsoft Corporation. Sage CRM is a registered trademark of Sage Software. 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.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
3
Notices
Table of Contents Notices .................................................................................................................................................. 3 Copyright Information ........................................................................................................................ 3 Trademarks........................................................................................................................................ 3 Disclaimer .......................................................................................................................................... 3 Table of Contents ................................................................................................................................ 4 Overview ............................................................................................................................................... 5 Who Should Read this Document ..................................................................................................... 5 Additional intelli-CTi Reference Information ...................................................................................... 5 About intelli-CTi for Sage CRM .......................................................................................................... 6 Prerequisites ...................................................................................................................................... 6 Installing intelli-CTi for Sage CRM ..................................................................................................... 7 Installation Outline ............................................................................................................................. 7 Step 1: Configure Sage CRM Users for CTI ..................................................................................... 8 Step 2: Install the intelli-CTi Client and Server .................................................................................. 9 Appendix A – Customising your Sage CRM Integration ............................................................... 10 intelli-CTi – Technical Support ......................................................................................................... 11 General ............................................................................................................................................ 11 Fault Reporting ................................................................................................................................ 11 Upgrades and Service Releases ..................................................................................................... 11 Systems Integration ......................................................................................................................... 11
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
4
Overview
Overview This document provides an outline to the basic steps required to implement intelli-CTi for Sage CRM. The purpose of this document is to assist getting started with intelli-CTi for Sage CRM, however for more detailed information on installing, configuring and using intelli-CTi, please see the additional intelli-CTi reference information.
Who Should Read this Document This document is intended for Sage CRM administrators responsible for implementing intelli-CTi upon a custom Sage CRM system.
Additional intelli-CTi Reference Information For information on installing and configuring intelli-CTi, see the intelli-CTi – Installation and Configuration Guide. For information on using intelli-CTi, see the intelli-CTi – User Guide. For information on developing application integration with intelli-CTi, see the intelli-CTi – Software Developers Kit (SDK). (contained within the SDK directory of your intelli-CTi for Sage Installation Package). For up to date information on intelli-CTi and other QGate products, please visit the QGate Software website at www.QGate.co.uk. For additional reference information on intelli-CTi, see the QGate KnowledgeBase at knowledge.QGate.co.uk.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
5
About intelli-CTi for Sage CRM
About intelli-CTi for Sage CRM intelli-CTi for Sage CRM is used by the out-of-the-box Sage CRM CTI integration to provide connectivity between Sage CRM and your telephone system. Features include:
Preview-dialing directly from within Sage CRM.
Automatically identifying and displaying of Companies and People during incoming calls (screen-pop).
Prerequisites This guide assumes a working knowledge of Sage CRM administration. In addition to the intelli-CTi Client Workstation requirements listed in the intelli-CTi – Installation and Configuration Guide, the following items are required:
A working installation of Sage CRM v6.0 or above. We recommend installing the latest patch revision from Sage. If you are running Sage CRM v6.0 or v6.1 and you are unable to install the latest patch, please contact QGate Software for advice.
A valid CTI licence from Sage installed into your Sage CRM system. To check your licence, log into Sage CRM as admin and go to the Administration->System->License Key Details menu:
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
6
Installing intelli-CTi for Sage CRM
Installing intelli-CTi for Sage CRM This section outlines the steps required to install and configure intelli-CTi for Sage CRM into your solution.
Installation Outline The primary installation steps for installing and configuring your implementation of intelliCTi for Sage CRM: Step 1: Configure Sage CRM Users for CTI For each CTI user in Sage CRM, enable them for CTI in the Administration menu.
Page 8
Step 2: Install the intelli-CTi Client and Server Install the intelli-CTi Client application on each workstation that will be using CTI.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
Page 9
7
Installing intelli-CTi for Sage CRM
Step 1: Configure Sage CRM Users for CTI For each Sage CRM user that will be using intelli-CTi, you will need to enable CTI from the Sage CRM administration menu. 1)
Log into Sage CRM as admin.
2)
Navigate to the Administration->Users->Users screen.
3)
Enter the details of the user, click the Find button then navigate to that user’s record by clicking their name in the list:
4)
Click the Change button.
5)
Check the CTI Enabled checkbox. Set the CTI Device Name to intelli-CTi. Select your preferred CTI Call Screen (Person Summary is recommended):
6)
Click the Save button.
7)
Repeat the preceding steps for each user that will be using intelli-CTi.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
8
Installing intelli-CTi for Sage CRM
Step 2: Install the intelli-CTi Client and Server This section outlines the steps required to install the intelli-CTi client application and its accompanying server. The client must be installed on every workstation that will be using intelli-CTi. Performing the Client and Server Installation Installation of the intelli-CTi Client and Server is covered in the intelli-CTi Installation and Configuration Guide (located in the Documents directory of the intelli-CTi for Sage Installation Package).
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
9
Appendix A – Customising your Sage CRM Integration
Appendix A – Customising your Sage CRM Integration The intelli-CTi integration with Sage CRM is provided by Sage as part of the Sage CRM product. intelli-CTi provides the middleware that allows Sage CRM to connect to your telephone system. The integration with Sage CRM is not customisable and is not under the control of QGate Software to allow customisation. If you wish to customise or extend intelli-CTi with Sage CRM, please contact QGate software for alternative solutions.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
10
intelli-CTi – Technical Support
intelli-CTi – Technical Support General For general technical support on implementing intelli-CTi for Sage CRM, please contact your Sage CRM Business Partner or QGate Technical Support within your region. For additional reference information on intelli-CTi and Sage CRM including FAQs, Howtos and resolutions to known issues, see the QGate KnowledgeBase at knowledge.QGate.co.uk. For more information about intelli-CTi 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 intelli-CTi, please contact your intelli-CTi software supplier.
Upgrades and Service Releases Revision upgrades and service releases of intelli-CTi are available from your intelli-CTi software supplier or Sage CRM Business Partner. 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 intelli-CTi software supplier. All major version release upgrades will require the purchase of a new licence.
Systems Integration For advice on integrating intelli-CTi into Sage CRM products and other applications, please contact your intelli-CTi software supplier.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
11
Sage CRM Getting Started Guide Document Version 1.2
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 2013 – QGate Software Limited.
Trademarks intelli-CTi™ is a trademark of QGate Software Limited. Microsoft is a registered trademark of Microsoft Corporation. Sage CRM is a registered trademark of Sage Software. 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.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
3
Notices
Table of Contents Notices .................................................................................................................................................. 3 Copyright Information ........................................................................................................................ 3 Trademarks........................................................................................................................................ 3 Disclaimer .......................................................................................................................................... 3 Table of Contents ................................................................................................................................ 4 Overview ............................................................................................................................................... 5 Who Should Read this Document ..................................................................................................... 5 Additional intelli-CTi Reference Information ...................................................................................... 5 About intelli-CTi for Sage CRM .......................................................................................................... 6 Prerequisites ...................................................................................................................................... 6 Installing intelli-CTi for Sage CRM ..................................................................................................... 7 Installation Outline ............................................................................................................................. 7 Step 1: Configure Sage CRM Users for CTI ..................................................................................... 8 Step 2: Install the intelli-CTi Client and Server .................................................................................. 9 Appendix A – Customising your Sage CRM Integration ............................................................... 10 intelli-CTi – Technical Support ......................................................................................................... 11 General ............................................................................................................................................ 11 Fault Reporting ................................................................................................................................ 11 Upgrades and Service Releases ..................................................................................................... 11 Systems Integration ......................................................................................................................... 11
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
4
Overview
Overview This document provides an outline to the basic steps required to implement intelli-CTi for Sage CRM. The purpose of this document is to assist getting started with intelli-CTi for Sage CRM, however for more detailed information on installing, configuring and using intelli-CTi, please see the additional intelli-CTi reference information.
Who Should Read this Document This document is intended for Sage CRM administrators responsible for implementing intelli-CTi upon a custom Sage CRM system.
Additional intelli-CTi Reference Information For information on installing and configuring intelli-CTi, see the intelli-CTi – Installation and Configuration Guide. For information on using intelli-CTi, see the intelli-CTi – User Guide. For information on developing application integration with intelli-CTi, see the intelli-CTi – Software Developers Kit (SDK). (contained within the SDK directory of your intelli-CTi for Sage Installation Package). For up to date information on intelli-CTi and other QGate products, please visit the QGate Software website at www.QGate.co.uk. For additional reference information on intelli-CTi, see the QGate KnowledgeBase at knowledge.QGate.co.uk.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
5
About intelli-CTi for Sage CRM
About intelli-CTi for Sage CRM intelli-CTi for Sage CRM is used by the out-of-the-box Sage CRM CTI integration to provide connectivity between Sage CRM and your telephone system. Features include:
Preview-dialing directly from within Sage CRM.
Automatically identifying and displaying of Companies and People during incoming calls (screen-pop).
Prerequisites This guide assumes a working knowledge of Sage CRM administration. In addition to the intelli-CTi Client Workstation requirements listed in the intelli-CTi – Installation and Configuration Guide, the following items are required:
A working installation of Sage CRM v6.0 or above. We recommend installing the latest patch revision from Sage. If you are running Sage CRM v6.0 or v6.1 and you are unable to install the latest patch, please contact QGate Software for advice.
A valid CTI licence from Sage installed into your Sage CRM system. To check your licence, log into Sage CRM as admin and go to the Administration->System->License Key Details menu:
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
6
Installing intelli-CTi for Sage CRM
Installing intelli-CTi for Sage CRM This section outlines the steps required to install and configure intelli-CTi for Sage CRM into your solution.
Installation Outline The primary installation steps for installing and configuring your implementation of intelliCTi for Sage CRM: Step 1: Configure Sage CRM Users for CTI For each CTI user in Sage CRM, enable them for CTI in the Administration menu.
Page 8
Step 2: Install the intelli-CTi Client and Server Install the intelli-CTi Client application on each workstation that will be using CTI.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
Page 9
7
Installing intelli-CTi for Sage CRM
Step 1: Configure Sage CRM Users for CTI For each Sage CRM user that will be using intelli-CTi, you will need to enable CTI from the Sage CRM administration menu. 1)
Log into Sage CRM as admin.
2)
Navigate to the Administration->Users->Users screen.
3)
Enter the details of the user, click the Find button then navigate to that user’s record by clicking their name in the list:
4)
Click the Change button.
5)
Check the CTI Enabled checkbox. Set the CTI Device Name to intelli-CTi. Select your preferred CTI Call Screen (Person Summary is recommended):
6)
Click the Save button.
7)
Repeat the preceding steps for each user that will be using intelli-CTi.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
8
Installing intelli-CTi for Sage CRM
Step 2: Install the intelli-CTi Client and Server This section outlines the steps required to install the intelli-CTi client application and its accompanying server. The client must be installed on every workstation that will be using intelli-CTi. Performing the Client and Server Installation Installation of the intelli-CTi Client and Server is covered in the intelli-CTi Installation and Configuration Guide (located in the Documents directory of the intelli-CTi for Sage Installation Package).
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
9
Appendix A – Customising your Sage CRM Integration
Appendix A – Customising your Sage CRM Integration The intelli-CTi integration with Sage CRM is provided by Sage as part of the Sage CRM product. intelli-CTi provides the middleware that allows Sage CRM to connect to your telephone system. The integration with Sage CRM is not customisable and is not under the control of QGate Software to allow customisation. If you wish to customise or extend intelli-CTi with Sage CRM, please contact QGate software for alternative solutions.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
10
intelli-CTi – Technical Support
intelli-CTi – Technical Support General For general technical support on implementing intelli-CTi for Sage CRM, please contact your Sage CRM Business Partner or QGate Technical Support within your region. For additional reference information on intelli-CTi and Sage CRM including FAQs, Howtos and resolutions to known issues, see the QGate KnowledgeBase at knowledge.QGate.co.uk. For more information about intelli-CTi 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 intelli-CTi, please contact your intelli-CTi software supplier.
Upgrades and Service Releases Revision upgrades and service releases of intelli-CTi are available from your intelli-CTi software supplier or Sage CRM Business Partner. 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 intelli-CTi software supplier. All major version release upgrades will require the purchase of a new licence.
Systems Integration For advice on integrating intelli-CTi into Sage CRM products and other applications, please contact your intelli-CTi software supplier.
intelli-CTi – Sage CRM Getting Started Guide © Copyright QGate Software Limited – All rights reserved
11
