CRM Connect Product Information
CRM Connect is a browser extension that displays customer information in a pop-up window within the browser. It is an evolution of the previous product "Who's Calling." The information is retrieved from the installed CRM system when a user makes or receives a customer call.
The service expands the identification of relevant contacts and callers beyond the information available in the telephony platform and provides the user with easy access to managing customer information.
CRM Connect is configured through MyAdmin by administrators in the PBX, customer or partner.
The extension is currently designed to work with the Chrome, Firefox, and Edge. The pop-up window is a web page built on various "boxes" configured in the admin GUI. In this widget, you get important information about the caller, such as name, number, company, ongoing issues, and when you last contacted the customer.
The order can be changed, and some boxes are optional. Create custom buttons to enhance the user experience and workflow. From opening customer cards to creating new cases in the connected CRM system.
CRM search for user calls
For all incoming calls to a user, the number of the caller is evaluated. If this number is external and the caller is not known, a CRM contact search query is made against this number. If the search is successful, the call is updated with the caller's name; otherwise, the call continues as usual. First and last names are also displayed in the mobile app (VoIP activated in the app is required for name notification), desk phone, DECT, and Softphone upon a match.
For all outgoing calls from a user, the dialed number is evaluated. If this number is external and the name of the dialed party is not known, a CRM contact search query is made. If the search is successful, the call is updated with the dialed name; otherwise, the call continues as usual.
Both incoming and outgoing calls pause for approximately 3 seconds when the CRM contact search query is made, allowing the caller or the dialed party's name to be updated as part of the call establishment process. The call continues as usual if the query is not completed within 3 seconds. There is an option for the caller or the dialed party's name to be updated after the call has been established.
CRM search for queued calls
For all incoming calls to an ACD or attendant group, the number of the caller is evaluated. If this number is external and the caller is not known, a CRM contact search query is made against this number. If the search is successful, the call is updated with the caller's name, and the call is placed in the queue. If the search fails or times out, the call continues as usual without the caller's name. First and last names are also displayed in the mobile app, desk phone, DECT, and Softphone upon a match.
Quick guide
CRM compability & documentation
Website