Caller Preview
Displays the caller's name in the Preview or Phone window when a match against it is found in the integrated business application(s). In addition, the CRM's Notes field is displayed, where available.
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Integrating your telephone system with your CRM or business systems can provide significant productivity gains to your organisation, for example, know who is calling and quickly get their details on the screen or simply click on their contact number to automatically make your handset dial the number.
Go Connect CRM can provide Application Integration through the following methods:
An Add-in is a program that is written to link the Go Connect CRM client to a specific business application. The Add-in is included with and configured from within the Go Connect CRM client, and provides a range of set integration features from the list below. Up to four Add-ins can be concurrently configured.
Displays the caller's name in the Preview or Phone window when a match against it is found in the integrated business application(s). In addition, the CRM's Notes field is displayed, where available.
Click the business application's icon in the Phone or Preview window and the caller's contact record is opened directly in the integrated business application.
Concurrently searches the integrated business applications and enables Contact Popping or Click to Dial from the results.
Manually or automatically creates an activity record of a call received within the integrated business application and allows addition of notes.
Makes it possible to dial directly from the business application. The exact method varies between business applications.
Displays enhanced data related to a matched record when found in the integrated business application(s).
Standard integrations are typically* available by default within the Go Connect CRM client and installation can be completed by the reseller / end user using the add-in guide provided. Standard integrations use open APIs or benefit from partner agreements with the business application developer and it is expected that support for future releases will be maintained.
Controlled integrations have typically been provided on a customer project basis and either a limited agreement or no agreement is maintained with the application developer and support for future releases might not be available. The integration add-in is not available by default within the Go Connect CRM client and must be enabled by the Go Connect CRM developer at the time of installation.
Completed integrations not yet available in the current production release of the software. Please contact your supplier if you have an immediate need of this integration.
The Standard-Select classification applies to Add-ins where additional conditions and costs must be met before installation can be undertaken. Installation can only be completed by an authorised installer (Select Installer). Once installed, Standard-Select Add-ins benefit from the same levels of support as Standard Add-ins.
The Legacy classification applies to Add-ins for business applications where support has been discontinued by the application developer. An unlock code is required to configure the Add-in in the Go Connect CRM client and a limited, non-SLA support level only is available.
This method provides a TAPI driver that can connect to a TAPI compliant* application. With TAPI integration, the driver simply provides call information to the business application and it is the business application that provides the integration features. It is advised that the business application provider is contacted to find out what integration features are supported.
Please note: this doesn't mean it won't work with other TAPI compliant business applications and there is no restriction for trying it with these other applications.
*TAPI version 2.0 and 2.1.
The method uses a proprietary API available with Go Connect CRM. With SDK integration the API simply provides call information to the application and it is the application that provides the integration features. We would advise you contact the application provider to find out what integration features are supported.